Nothing
is more important than treating your
customer with the greatest of care.
Building that relationship of trust is
vital in the sales process. Therefore,
your first goal is to set them at ease.
Unfortunately, many people are a little
fearful of what they perceive as "the
sales pitch." Try to get their guard
down and develop a comfort level before
touring. Find a nice cozy semi- private
place to sit and chat. I suggest something
like a sun room or a private dining room.
Ask how you may be of help today and
begin probing to find out what the
problems and needs of the prospective
resident are. If you have spoken to them
by phone already, review what
conversations have taken place and what
you understand the situation to be. Tell
them your goal is to help them determine
what is "best" for them. Your
residence may not be the "best"
for them. In order to help them, you need
to learn about their specific needs and
desires first.
Take notes, asking permission first.
This lets them know you care enough to
record their concerns and it helps you to
remember details later.
Ask key questions and listen intently
for clues. This allows you to find out
needs and preferences that you will later
refocus on during your presentation. Key
questions might include the following:
"Why are you considering making a
change at this time?" "What
other options have you or are you
considering?" "What are some of
the things that you are looking for in a
retirement community?" "How soon
were you looking to make a move?"
"What other places have you visited
so far? What did you like/dislike?"
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