The 7 Stages Of Emotions During A Sale
These are the emotional stages of our clients as they start their home search and end it with us. The steps are from Ryan Serhant‘s Book – Sell It Like Serhant.
Number 2-4 fluctuate more routinely. Meaning that a customer can go between 3 and 4 and then back down to 2 and start all over. Some clients will never break out of these until after the sale is done (This is rare). It’s important that we help our clients get through these steps by providing solutions and having HIGH communication with them. In some cases it’s important to interrupt the patterns that 2-4 bring by having a face to face sit down or at least a video conference call.
Remind clients that we’re all in this together and that we’re here to help them.
Excitement -Buyer Focuses on all the positives.
Frustration -The seller and buyer were tough on negotiations or something came up that made the process slightly more difficult. It’s usually a problem with the way one party responds to a request.
Fear -The buyer starts thinking, “Can I Handle This?” You may start receiving angry or sad texts, emails, or calls.
Disappointment -The magnitude of the sale starts to weigh in on people and they start feeling some type of REMORSE.
Acceptance -Positives start to flow back, joy starts coming back in, and they start seeing the light at the end of the tunnel.
Happiness -Customer is bursting with excitement. They are clearly happy with the sale and have accepted what happens next in their life. This is the best time to ask for referrals.
Relief -Comfortable with the sale and they begin to brag about it and boast about it. Hopefully they do this on social media.
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