Real estate is a relationship business. To be successful, you need to establish a working relationship with your clients. When you are becoming acquainted with clients initially, it is important to learn what real estate experiences they have had, what they expect from you as their REALTOR®, and how they will measure the satisfaction and success of their experience with you. On these pages are some questions you might ask with brief descriptions of what you might learn from the responses you receive.
On the last page of this article is a list titled Ten Questions to Ask Your REALTOR®, which you might reproduce and give to potential clients to help them know what questions to ask as a way of becoming better acquainted with you, with the education and experience you have had, and with the service you are prepared to offer.
Questions to Ask Your Clients - For Both Buyers and Sellers
- What do I need to do for you to feel satisfied after we have worked together?
The answer to this question is the key to your success! It should help you understand what your clients value most in a real estate transaction, and that is what you should focus on.
- What would cause you to feel dissatisfied with our experience working together?
Whatever the response to this question, make sure to avoid it to ensure a smooth transaction and a lasting professional relationship.
- What would lead you to refer me to family members and friends?
This is a follow-up to Question 1; but if you meet this threshold, you already will have planted in their mind the idea that they should refer you to others.
- In what ways would you like for me to communicate with you and how often?
It is important to set expectations. Do your clients prefer to be contacted by phone, text, email, or in person? How often and at what times of day would they like to hear from you? Hearing from you too early in the morning, too late at night, or too often during the dinner hour could become annoying. On the other hand, if you don’t reach out often enough, they may feel unimportant or neglected. Find their communications sweet spot!
- Who else will be helping you make the decision to buy or sell (for example, relatives, friends, or co-workers)?
You may think that you need cater only to the buyer(s) or the seller(s) until Dad shows up to critique the property or a friend gives his or her own evaluation of the home. Knowing the answer to this question will help you be better prepared to work with everyone involved in the purchase or sale process.
Questions to Ask Your Clients - For Sellers Only
- What attracted you to this home? Why did you prefer it over another?
Finding out what drew your clients to this home could help you pinpoint benefits or features of the home that might appeal to other buyers as well.
- What do you think buyers will like or dislike about your home?
Although this question is similar to Question 1, it is helpful to learn which features to emphasize versus which ones to downplay. The responses also may make you aware of the potential drawbacks of the property and help you address them in some positive fashion.
- What is the main reason you want to sell?
Your clients may want to downsize, to find a quieter neighborhood, or to move closer to family. Their answer will not only give you more insight into the property but also help you understand what they might be looking for if you are asked to help them buy a replacement property. For example, if the seller wants a quieter place, then you may want to appeal to buyers who like to entertain or socialize with neighbors.
- How many homes have you bought and sold in the past?
The answer to this question will give you some idea about how experienced your clients are with real estate. If this is their first time selling, then you will likely need to walk them through the process, which can be nerve-wracking.
- Did you have any bad experiences during your past transactions? If so, what were they?
Just because clients have bought or sold in the past does not mean that this transaction will be easy. Because they may have been burned in the past, it is beneficial to know upfront what happened so you can reassure them that you will do what you can to make the current process go more smoothly.
Questions to Ask Your Clients - For Buyers Only
- Why do you want to buy now?
Often, life changes like marriage, a new child, or a job change can lead to the purchase of a home. It is important to get to know your clients and to build rapport with them, but it is also helpful to understand their motivations.
- What price range are you considering?
Some clients will know exactly how much money they can afford to put down and to spend on monthly mortgage payments, homeowners’ insurance, property taxes, and the other expenses usually associated with homeownership. Other clients, particularly those who are new to homeowning, may have little or no idea. In either case, this is your opportunity to begin aligning expectations with budget.
- What is the most important room in a house?
The answer to this question will tell you where you should focus for your home search. If the kitchen is your clients’ go-to room, then look for properties with a chef’s kitchen or, at least, adequate space for one.
- What would be a deal breaker in a home?
For some, this is an easy question to answers; for others, it is not. Is it the architectural design or style? Is it proximity to work or school, or access to public transit? Is it the reputation of a particular school district? Is it the shopping or recreation amenities that the surrounding community has to offer? Knowing the answer to this question will help you narrow the search and avoid wasting time showing properties that will not appeal to your clients.
- How long do you plan to live in this home?
If your clients plan to stay only a few years, then perhaps some compromises can be made now in the hope of getting all their wants and needs met down the road. On the other hand, if this is their forever home, then you need to discover their priorities and focus your efforts on meeting them.
- Have you looked at homes online? If so, what websites do you visit frequently?
It may seem like everyone looks at real estate online, but some may not. In those cases, you will need to make a conscious effort to recommend properties for them to look at. For internet-savvy buyers, it is good to know where they are looking and to suggest a process by which they send you the properties that they find attractive and within their price range.
Questions Clients Might Ask a REALTOR®
- How long have you been a REALTOR®?
It is important to answer this question honestly! If you have not been in real estate very long, emphasize your reason for becoming a REALTOR®, your enthusiasm, and your willingness to help.
- Do you have any special education, certifications, or designations for real estate?
Don’t let those certifications and designations go to waste! Some clients may place a high value on education so this could be the thing that helps you stand out from the crowd.
- In which neighborhoods or geographic areas do you specialize? Are you familiar with the area in which I am selling (or buying)?
Again, be honest. If you do not have experience working in a particular neighborhood or geographic area, admit it, but do your research before a listing appointment.
- How many buyers did you help close on a home in the past year?
It is important to distinguish how many buyers you helped close on a property in the past twelve months. Buyers want some assurance that you will go the distance for them.
- How many homes have you sold in the past year?
Every REALTOR® should know this figure by heart! Sellers want to know you can walk the talk.
- On average, what percentage of the asking price do you get?
Another figure to know off the top of your head. It is important not only to close a sale but also to get more than the asking price. This can be a good segue into the conversation about pricing right.
- How often will you be in contact with me?
Ideally, you want to be in contact with clients as often as they prefer so it is best to set these kinds of expectations early.
- Do you have any clients whom I can contact for references?
It is important to have past clients whom you can call on for references. If you are working with first-time buyers, it would be ideal to have another recent first-time buyer to whom you can refer these clients.
- During the transaction, will I be working primarily with you or with other members on your team?
If you have a team, let them know at the outset who will be assisting you with the transaction. Again, this is about setting expectations.
- With how many other buyers and sellers are you currently working?
Be upfront in answering this question. If you are working with several clients, say so. Your potential new client might see that as a positive because you are doing a lot of business and are obviously successful. Working with several clients also can be construed as a negative indicating that you are too busy to take on additional work. Reassure your clients that you have adequate time to dedicate to helping them meet their real estate needs, whether they are buying or selling.