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When placed "on the spot" or when dealing with an unusual caller or a caller with

immediate questions, some people might leave out important information about the
brokerage. You want to be sure that all callers receive as much information about

your brokerage as possible.

Ending a Phone Call

Sometimes phone calls can drag on and in the high-paced real estate industry this

can be complicated. Nevertheless, you do not want someone with whom you are
negotiating to think that you are trying to "get rid" of him or her.

To help prevent phone calls from lasting longer than they need to, try to guide your

callers into telling you the necessary information that you need straight away.
Specifically, ask them:

How you can help—this will establish a goal

The timeframe with which you are faced—this will establish a deadline

In addition, try to avoid open-ended questions and end excessive small talk by re-
asking them how you can help them in a different way. For example, consider "What

can I do for you today?" "Has the status of XYZ changed since the last time we talked?"

If a caller persists and you cannot get a conversation to conclude, then you may need

to use a "canned ending." A canned ending is planned phrase that you can use in
certain situations to stop an excessively long conversation. You should come up with

several so that you do not unintentionally tell someone the same thing every time

the two of you speak. You might consider:

"Well, that sounds good. I'm going to look over my notes and see what I can come up

with and I'll give you a call back on Friday, if that's convenient."
"Let me talk with our manager about the issues that you have brought up, and one

of us will get back to you by tomorrow afternoon."

TX Marketing II: Negotiation Techniques 75