Question

Western Australia Real Estate:You have received the following feedback from a client after presenting an appraisal report:The agent arrived late to our appointment and seemed to be in a hurry to leave, this didn't allow sufficient time for us to ask questions. Throughout the presentation there was no eye contact and I felt the agent wasn't trustworthy and just not interested. It seemed as though the agent viewed our home as an avenue to make money.

a) Identify three (3) issues with your presentation according to the feedback.
b) Identify two (2) techniques you would use to improve these issues for future presentations?
c) Your Agency Principal has asked you to respond to this client. What method of communication would you use to reach out, and why?

Answer 1

Three presentation issues identified from the client feedback are tardiness, lack of eye contact, and a perception of self-interest. To address these issues, improve time management and enhance communication skills. reaching out via phone or personalized email provides a sincere and direct way to apologize and discuss client concerns.

Step-by-step explanation:

In response to the feedback provided, three issues with your presentation were:

1. Professionalism - Arriving late and hurrying through the appointment,
2. Interpersonal communication - Lack of eye contact,
3. Perceived intent - Giving the impression of self-interest over client needs.

To improve these issues for future presentations, two techniques could be employed:

1. Enhanced Time Management - Ensure punctuality and allocate sufficient time for client engagement,
2. Effective Communication Skills - Maintain eye contact and show genuine interest in the client's concerns.

The appropriate method to respond to this client would be a personalized communication, such as a phone call or personalized email, to sincerely apologize, make amends, and offer reassurances of improved future services. This direct approach is more personal and allows for immediate feedback and discussion.