The Good, The Bad, and The Ugly (June 2024)
The Good, The Bad, and The Ugly is a monthly series presented by Melinda Brody & Company. It features some of the CRAZY things we have actually seen on New Home Video Mystery Shops. We are often asked....’did you MAKE THIS UP?’ The answer is NO. Everything you read in this series has actually been witnessed on a Video Mystery Shop. We couldn’t make this stuff up!!
In some cases, the names, dates and locations have been changed to protect the innocent (or NOT so innocent!)
If Melinda Brody & Company can help YOU and your team in any way, please contact us! We focus on Video Mystery Shops, One-on-One coaching, Sales Training, and MORE!
The Sales Associate was asking discovery questions when the prospect mentioned she had just gone through a very messy divorce and was in the process of ‘starting over’. The SA shared that she too had gone through a divorce and offered words of encouragement. She then stated that it was her mission to help create the ‘perfect peaceful sanctuary’ for the prospect. The SA made sure she understood exactly what the prospect was looking for in a home and a home site and then personalized the entire presentation based on this information.
PRO SALES TIP: Take the time to develop rapport upfront. Be genuinely interested in your prospects. Remember, ‘people don’t care how much you know until they know how much you care’.
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The Sales Associate was showing his prospects the included features of the homes. They asked the SA about options for interior paint colors.? The SA said, "You are going to be very disappointed. We only offer 6 shades of white."
PRO SALES TIP: Keep your opinions to yourself. This is not about what YOU like, but instead about what your prospect likes. Also, take the opportunity to ‘turn the situation around’. Offering neutral colors is a great idea as it will match all furniture types. Also, the buyers can certainly make changes to the paint or add accent colors when they move in.
The prospect was interested in purchasing the model home. It was the last available home in the community. The Sales Associate was walking him through the home and the prospect asked what the price was. She told him the price and then added, "but you can probably get it for much less because it's so dated, the carpets are terrible, but the cabinets aren’t too bad.”
PRO SALES TIP: Again, it is best to keep your opinions to yourself. This is not about what YOU like, but instead about what your prospect likes. It isn’t your job to point out what you perceive to be flaws. Instead, point out all the upgraded designer features that are in the model home!