Tips for real estate agents

*Establish rapport. The fastest way to do so is to find common ground. People enjoy working with agents who genuinely understand the customer's needs and concerns; they also like to be able to relate to them on some level.

*Listen. As agents, we need to really hear what our customers are saying -- and just as important, what they are NOT saying. One great way to make sure you understand them is to repeat what they told you using your own words. You might be right on target, or they may say, "Oh no, that is not what I meant." Listening is a critical part of a smooth transaction.

*Win-win approach. In every transaction, a point arrives where all parties feel the deal is "fair." It may not be exactly what they had in mind, but it is acceptable nonetheless and they feel like they have not been taken advantage of. The other party gave a bit, too. The faster you can bring everyone to that point in the transaction, the happier both parties will be.

*Prepare your buyers. If your buyers know what to expect, they are more comfortable when it happens.

*Prepare your sellers. Let your sellers know as well what to expect. Educate (warn may be a better word) them about know about "no shows" and lower offers. Explain to them the benefits of being both patient and flexible. If someone is ready to pay full price in cash and close in two weeks, can they be ready to move?

*Write a good listing/offer to begin with. When you take a listing, make sure it is priced correctly to sell in today's market. Many agents will be pressured to accept a listing based on prices from eight months ago. Sellers are always the last to know (or admit) when the market shifts. Take the listing so it is competitively priced to sell.

*Prepare for your presentation. When listing, prepare a CMA, closing costs, an agreement, marketing pieces, and a website. And be prepared to handle any objections. You know them; we all know them. "I think my home is worth more than that." "Another agent said they would sell it for a smaller commission." "I want to try it myself for a few weeks."

*List benefits of the offer. Some components of an offer are just as important, if not more so, than price to the sellers. Be prepared to highlight any benefits of working with particular buyers, such as, they're pre-approved, they're providing a strong earnest money deposit, they're proposing a quick close, there are no extraordinary contingencies, no special concessions, etc. It is important to work with the other agent to make sure this is a non-adversarial event.

*Humanize the other party. Gently remind your buyers or sellers that, when all is said and done, they are dealing with other human beings with feelings and emotions. If the potential buyers really liked the garden -- or the décor, the home improvements, the neighborhoods, etc. -- let the sellers know that. Bring buyers to life as real people who would love to buy this home. If the price is not as listed, humanize the buyers. Let the sellers know they looked at many, many homes in this price range and selected this home out of all the homes available. Based on all of the other properties available in this price range, this seemed to them to be a fair offer. Let them know the buyers really wanted to be thoughtful of the sellers' time frame. Balance the good and the not so good: time vs. price.

*Keep the end in mind. Real estate transactions can be emotional. As the agent, you must always keep the end in mind. You must guide the discussions and perhaps the counter-offers. Never badmouth the other party with comments such as, "The buyers shouldn't be looking in this price range if they can't afford it!" Your expertise can bring the transaction to to close. Keeping your agency responsibilities in mind, the goal is a transaction that closes.