Overcoming Objections and Navigating Sensitive Topics

During a connection call, some topics may arise that feel sensitive for a customer (such as mortgage pre-approval). Approach these topics with a customer-first mindset by considering their perspective and focusing on information that will advance their search — not slow it down. The following guidelines around sensitive topics can help you make a positive first impression and get that appointment, all while demonstrating your interest in the customer and building confidence with them.

Commonly encountered sensitive topics:

Financing questions such as mortgage pre-approval

Avoid asking pointed questions about their financial situation. 

Instead, ask related general questions like “Have you already been in touch with a lender?” and, if necessary, more specific questions like, “Are you thinking you’d be financing this purchase or paying cash?”

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Other detailed questions the customer has about the property

Avoid trying to answer all of a customer’s questions about a property live.

Instead, focus on gathering the customer’s questions and assure them that you’ll have all of the answers to their questions at the time of the showing. Of course, there are some who will want answers live on the phone, in which case you should feel empowered to pull up the property on Zillow and the MLS. 

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Learn how to handle other client objections in this short video