Defusing Difficult New Home Buyers

It is a fact that people do business with people that they know, like and trust. Building relationships is paramount to being successful in sales! However, it isn’t always easy building relationships with people, especially with those that can be difficult.

You know the type....they come into your sales offices DEMANDING a discount before you even show them a floor plan. Or, they  QUESTION EVERYTHING... from the cost of the kitchen island to the color of the bathroom grout. In new home sales we are going to be put in situations where we have to deal with difficult people! So, what can we do about it? Here are a few tips!

1. Recognize that all of us have behavioral types. We tend to automatically be drawn to those who are similar to us. "Difficult" people tend to be those whose behaviors are unlike or opposite of ours. Don’t try to change them, accept them and learn how to adapt your behaviors to compliment theirs.  Understanding YOUR own behaviors and personality helps in understanding those who are different from you....and ultimately being more able to adapt.  For example, if you are dealing with introverted prospects, who are quiet and methodical in their decision making, you may need to slow down your presentation, allow for "quiet time" and let them process at their own pace. The important thing is to be aware of the signals (verbal and non-verbal) that your prospects are giving you and then adapt to meet their needs. 
2. Discover the art of empathetic selling. Observe the situation from your buyer’s perspective. Put yourself in their shoes! Understanding their mindset and situation will help you align and endear yourself to them.
3. Appreciate the fact that people are different! The world would be boring if there was only one flavor of ice cream. 
4. Don’t take it personally. Realize that "difficult" people are not attacking you personally (in most cases!). They are trying to fulfill their needs in purchasing a home. This is a stressful time for people! Can you really blame them for trying to negotiate the best price or get answers to all their questions? This is really isn’t about you....it’s about them.

Finally, learn to "let it go." Not EVERYONE is going to LIKE you!  But, the true sales professional will rise above that and do whatever it takes to create the ultimate sales experience for their client.

In addition to video mystery shopping, sales coaching and training, Melinda Brody & Company offers Behavior Assessments (DISC), Sales Skill Index profiles and much more to assist you in working with "difficult people." Please visit www.melindabrody.com to learn more.