What is the customer’s first impression of you?

As the floor agent you need to be keenly concerned with the first impression the customer has of you when they walk into your office. During this first meeting the customer will form an opinion about you and your company within the first few minutes. When a customer walks into your office, what you do, what you say and how you act, is when the customer will form their opinion of you and your company.

You need to stand, smile and extend your hand in greeting whenever someone walks into your office. This will give the customer a warm, welcome feeling. Once you have determined that they are interested in buying or selling a home, take them away from the reception area and back into an office where they can feel comfortable to discuss their situation in private.

You should avoid; answering a ringing phone while they are with you or trying to conduct business with them at the front desk.

Customers who walk in are usually potential home buyers. Their expectation is that you will help them find a house. Take your time and work on building a relationship with them before you start hammering them for financial information. Make small talk first, why did they stop into your office? Do they live in the area? Have they lived here long? What do they think about the amazing weather, the local sports team? Let them get comfortable with you and you with them. Keep an eye on their body language and adjust your conversation accordingly. Ask them what type of house they are interested in and then listen. Find out if they are first time home buyers or repeat buyers and ask them if they have questions about the process; listen and answer . Once they feel you care and that you will listen, they will be more inclined to talk about the personal stuff like financing and getting qualified.

A great first impression followed up by great customer service will result in a customer who will turn to you for real estate assistance throughout your career.