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Sales Psychology and Handling Soft Objections: How To Get An Appointment Instead of a “Call Back Later” [Q&A] (1:20)
Cindy is having conversations with her contacts, but lets the conversation go when the person says “Call me back later” or “We’re all set.” Chad, Jim, and Bruce discuss neurolinguistics, sales language and psychology, and tactical empathy.
Major Lesson: Using Tactical Empathy and Landing The Appointment.
Chad also recommends Never Split the Difference by Chris Voss (“One of the best books I’ve ever read, and I’ve read thousands”
Handling Objections: “I’ve Got It Handled” [RolePlay] (7:20)
Cindy role plays as the agent.
- Bruce hits Cindy with the “Our Attorney Has It Handled” objection
- Bruce mentions his family members are going to help with various tasks.
Major lessons here:
- How to Build Rapport With Your Introduction
- Handle Objections Before The Prospect GIves Them To You.
- Probate Quicksand Can Cost prospects thousands of dollars - Think of yourself as a Strong Leader, not A Salesperson, and save these people their equity!
- Get Personable: Know the clerks at your courthouse; paint a picture of exactly how what you do helps families. Put a face to the service you provide!
- Know Your USP (Your Unique Seller Proposition): Answer the common questions right away: Who are you? Why are you calling? How did you get this phone number? What do you want? Learn how to handle these objections upfront.
Cold Calling Old Leads: Should You Change Your Script? [Q&A] (36:48)
Patty in Virginia is waiting for courts to open back up for her new lead list, but plans to call historical leads (6 months old). Should she change her approach?
What if a County Administrator/Fiduciary is Listed As the Personal Representative? [Q&A] (40:22)
Carlos is calling his leads, but in some cases the County has been appointed the administrator of the estate. Chad describes that these are less emotional calls - They are really just B2B relationships and they are great to have if you want easy referrals in the future. Chad discusses how to adjust your USP to fit these types of calls.
How To Build A Probate Real Estate Team [Q&A] (45:56)
Jose is looking to build out his team so he can offer a full range of services to prospects. Chad describes how to build a network of vendors and present your business as a vertically-integrated business. For more in-depth training on building your professional network, sign up for Probate Mastery.
Presenting Yourself as a Vertically-Integrated Business [Q&A] (48:40)
Jose is looking to build out his team so he can offer a full range of services to prospects. Chad describes how to build a network of vendors and present your business as a vertically-integrated business.
For more in-depth training on building your professional network, sign up for Probate Mastery: https://www.alltheleads.com/education-training
The ATL “Hub and Spokes” Offering Sellers Vertically-Integrated Solutions Without Putting Your Own Money On The Line
Download Role Play Call #56 from Dropbox.
Listen on Your Preferred Podcast Platform
More Resources For Cold Calling Probate Leads:
- 3 EASY Ways To Improve Your Cold-Calling Script for Probates
- Why You Shouldn’t Open a Conversation By Offering Your Best Solution
- Chad and Jim’s homeowner’s insurance trick for easing into the real estate conversation, or catching a lead who is about to hang up on you. Also, check out recommendations for Homeowner’s insurance companies.
- Chad often references direct mail to open his calls and keep people on the phone. Learn more about using Direct Mail in conjunction with Cold-Calling
- Why EVERY Investor and Agent should have an Agent/Investor partner
Welcome amazing agents and investors from across the country. Today is Wednesday, July 1 2020. And this is roleplay call number 56.
Before we get into the role plays I want to congratulate we had a contest going to get our Facebook group up to 10,000 members and we are well over 10,000. We have two winners, john barley was our 10,000 member to join the Facebook group and Jonathan McGee referred to 18 people to us. So congratulations to the john and john and Jonathan the two John's you will be getting free leads in your market if someone hasn't reached out to you already. Give
Customer Service Call him let us know. So if any of you aren't members of the Facebook group all the leads mastermind just go there and request to join. If you are a legitimately a real estate professional we will normally let you in. All right, let's go to the first person up this week. jump in and hit star six and hit one. We go we got a couple more volunteers. Next up is phone number ending in 3433. You're up next. That's me. I'm here. That's me. How you doing? Yay. Great. Doing great. I have a question. And then I'd like to roleplay it. I feel like I like yesterday, I just made 50 some calls. And I feel like when I make my calls, I'm not confident enough and or pushy enough. I feel like when they tell me, hey, we've got that handled, you know, or my kids are doing that. I don't need any help. And I'm apt to say okay, you know, hey, we're here when you need us and then I'll call them back in two weeks to see how they're doing.
But I, a lot of the role pays that I've listened to that people somehow or another get to say, well, when when can we make an appointment? You know, I'd like to get over and see you and I'm not doing that. So I'd like to maybe have some coaching on when to do that. So I'd like for you to hear me how poor and yucky I am. So, and then maybe we can switch and Well, you know what I mean, I know that I want to learn. And so the best way to do that is to open up and say, This is what I need help with. There was one that I heard one
segment that you guys did where there was a coaching he did like a 16 week coaching on how to talk to people and how you mirror them and when you acknowledge what they're saying, I put that in to support your support thing to see if somebody could remember who he was. I unfortunately wasn't driving and didn't get his name way back in 2014. When we have Joe Rico on our mastermind, call Jim
Look at you. You are amazing.
Job. Last name. Joe out of Northern California, Ric. Okay, Joe, Joe, our CEO using neural programming. He's an NLP expert. And he did. Gosh, it was one of our first mastermind calls. Well, I have been, my goal is to do a mastermind call a day just to listen. And so while I'm getting ready and getting myself together, I listened to a mastermind call and I'm really trying to learn so that you know, I know that. My My job is to call these people and get a, an assignment, get a meeting together, and I've not yet done that well. So
I want to run away and you can certainly buy Joel's course but if if you have not read the book, never split the difference by Chris Voss.
Okay, I prefer the audio book. It's Yeah, you
Very very well narrated about seven and a half hours it is I will say dollar for dollar. It's the best damn money you'll ever spend in business. Like welcome book Well, it's it it just helped me explain to other people what I was already what I had learned. But it'll teach you about tactical empathy and how to how to use psychology to get the engagement you're looking for. That's that's one of the best books that I've ever read and I've read thousands so be sure and get a copy for seven bucks it's the best ROI that you'll ever have. Awesome. Yeah, I was not really interested in 16 weeks of training
if it helps us and that's a little bit So
Bob says you can buy his book you can also go to a masterclass calm he did and it's about it's a negotiation book, but not really I consider it more of a book.
But you can go to his You can also buy his masterclass. I think masterclass is like 100 bucks a month and it's a subscription. You can
You know, but you can take it through the course and then cancel but also Chris has his own private coaching programs now. So like you can do group coaching or you can even have him come to you for $50,000 a day. Oh,
definitely, definitely be a good place to start. And if you feel like you want you would just want more practice applying what you learn there, then you get a masterclass or jump into his mastermind, Rene, one of our subscribers, she's she's actually been with his organization for quite a while now. It's that some of the best sales content and the out there and the other thing is extremely, an extremely useful resource. And last time I looked, he was selling it for half price during COVID. But Tony Robbins has a course I think he released it all the way back in like 2005. But it's just as relevant today as it ever was. It's Tony Robbins mastering influence, and it's normally 250 bucks. Again, it's some of the best money you'll ever spend in your real estate career. And it really just kind of like he really starts with the business.
basics of identifying needs of people and how to meet those needs. So it's like 12 hours it's designed to be listened to over 12 consecutive days. And again I would recommend buy the CDs they don't like they have you can purchase it in app but I'm not a big fan of their app now I would suggest by the by the actual DVDs and then you can always rip them into mp3 files and put them on your phone Sure, sure. Like me if I bought it about a CD they would say mom, nobody does that anymore.
I can I understand you're saying get in that way you've got it and I can rip it over so that I can listen to it from my phone or whenever that makes sense. We had we had our whole sales team go through that never split the difference course and it was great. They got a lot out of it. But one very memorable thing that just did kind of jumped out at me is the point you made there is people love to say no so let them say no and get it over with so you can get to the s so instead of calling in saying did I catch you just very subtle thing. Did I catch you at a good time and you know
They may say yes or no ask them right off. Do they catch you at a bad time? And they can say no. Which means it's a good time and they got there no out of the way.
so many very, I mean, it seems silly, but it's subconsciously, very effective communication. So yeah, I highly recommend to learn Yeah, really want to learn right kind of thing. What do you want to roll? Do you want to see how I do? Sure? Yeah, sure. Okay. All right. So I'm going to be me. And you can be that PR. Okay. Bruce, you want to take this? Yeah, got it. That would all right, Bruce. That would make me so happy. You know, Chad, you know, he's like the man I could I could go with you and I'll feel a little less stressed.
And sad. All right. I'm ready. How to be extra hard on someone. I'm not. Oh, good, good, good. Okay. So what I'd like to really is you know, you've got it taken care of that's I want learn and kind of
Pull that out of you. So Okay, go ahead. You go ahead Ring ring. Okay. Hello, this is Cindy Can I speak with?
What's your name? Edward. Bruce.
Bruce. Bruce. How are you doing today?
Good, good Bruce. Hey, we got your name, we go down to the courtyard and or courthouse and get your information that you are actually the personal representative for Beverly. And I know that's a tough time but I'd like to know if there's anything we can do to help you What is that? The the thing that you're really having the most trouble with?
You said your name is what again? Absolutely. My name is Cindy kingery. And I work with probate Home Services. And we I just wanted to call and see how you're doing on the probate process.
You know, in the honestly
it's kind of a stressful time right now.
And I think we got I think we got our probate stuff taken care of our attorneys doing a good job. Absolutely. And I i understand that the attorney is necessary and I'm really thankful you have that because he's going to be an asset he or she is going to be an asset that you'll need. But we are here to actually help you. We help you with not only we can help you clean up the house, I can help you get an estate sale going. What are you really having difficulty with? It's causing you the most stress?
I don't know we really haven't even gotten to that point yet. And I'm sure we're gonna kind of have it taken care of I've got family that's going to help out when we get there. Bruce, I am so thankful you've got family in that. Are you? Are you the only one that's handling this? You said you've got family are they nearby? Are they out of state are you kind of handling this on your own?
Well, I got my sister and and her son so my sister and nephew
And they live. They live here in town and I'm sure they're probably going to help me on some evenings and weekends whenever they can get off work.
Perfect. And a nephew is awesome because he's going to have good knees. He's going to be able to help you lift things and move things. But and if you can get through that cleanup process, are you guys looking to keep the house are you what are you thinking? What's your plan for the next stage?
Yeah, I'm not sure we're really ready to make that decision yet. I think we're probably gonna end up selling it but I don't know when we've talked about it yet. We're kind of caught salutely a whole lot at this point.
I understand. So, Bruce, you and your sister, your nephew The plan is to get it cleaned out right. And then you're going to look for things
to do in the next stage. And a lot of times what we can do is come in during even when you're cleaning it out. We've seen quarters houses, we've seen beautiful houses
We don't care what the house looks like, we want to be able to get you to the next step. Would you be okay with us talking with you regarding that?
Yeah, about the clean out. I mean, how much do you guys charge? What we actually we, we don't charge anything and I know you've got you and your nephew that's going to help you man a lot of times, families get together and they might make it two or three weekends but then it gets really old with life. So we have contacts people that we can get to talk to you to help you clean out so basically we would be the in between man in between person to say, you know, we have a great company, they're called here to help and they will come over and clean out the house. We also have a
state guy His name is Adrian he is the most amazing individual has a history degree. And he can come in and tell you if things in the home are valuable. So we
Just have people that we can connect you with to be able to get your you the most money that you can out of the house.
Okay, guys, here's where I would mess up. I feel like I've pushed everything. So I guess I want to break.
I feel like I don't know what to ask him yet. I would end the call, I would end the conversation and thank him and say, I'll call you back in two weeks, or where do I go from here? I'm at a loss. So
here's, here's, here's what I have. I think that you want to do a little bit more information gathering on this call. You presented several different possibilities here. But you could dig a little bit more on family so I mentioned that they'd come over on in the evenings on weekends. Okay, so that's just a good opportunity to be conversational and what kind of work do they do? Or what's your schedule look like? Are you are you just as busy as they are? Good
Go a little bit more and start to pull, you're going to pull a lot of information out as you dig, and as you ask just some follow up questions before you really get into your proposal. So you could extend the conversation like this by even five minutes, you're gonna have so much information that you've written down, you're probably going to start to your motivation. So when I said, you know, I'm not really even sure what we're going to do yet, I think we're going to end up selling it. This is where you might jump in and say, you know, in a perfect world, what would you rather do? Would you rather sell it soon? Or would you rather sell it several months down the road, and kind of start to pull that motivation out of the person that you're talking to? And then finally, and then I'm going to turn it over to Jim and Chad. See what they have. Finally, what I would also do is, instead of trying to make proposals through the conversation, use the conversation is your answer.
meishan gathering and then once you have enough information say, do you mind if I make a quick proposal to you? And they're gonna say yes. Especially if you had them on the phone for 510 15 minutes, they're gonna say yes. And then, okay, then you take the information you've gathered and say, I have a clean out crew and an estate sale company that really for little to no money, we can get in there and get rid of anything that you and the family don't want. We can help you sell anything that you want to sell, give you the profit.
We can help you with your landscaping, all I need to do is maybe take a look at the house so that I'm making sure that I don't overcommit my team, because you potentially meet on Tuesday and then I could just kind of show you the steps that I would take if I were you and see if that helped.
See that. That's right whenever gotten to.
At the end of the conversation once they've answered a lot of questions, a lot of questions. They've given you information.
You can make a more accurate and valuable proposal. And they're probably going to be much more willing to hear that because you've been hearing them out for the first 75% of the conversation.
When and I know that, yeah, go ahead. Oh, no, I just know that it is important to listen to them and important to re re say like, I tried to put in that his nephew and sister and talk about, you know, the fact that his nephews young and helpful, and that's important, and I want to be able to read, you know, I don't know what you guys call it, but to just bring that back into the conversation, to make sure that they feel comfortable with me. So but I've never gotten to the point like you said, and maybe I'm, what I'm hearing you say is that I'm putting ahead of the listening. I'm trying to tell them that we can clean it out and we can do an auction and all of those things.
I should be just listing more and asking that, that silence of asking a question and letting them answer is that what you're telling me?
Um, yeah, asking questions, letting them answer I like to ask questions with kind of binary questions where I'll say something like, is your attorney, the type of attorney that that agrees with being proactive? And is giving you some things to do on the house while he's doing the legal side? are you dealing with an attorney that just told you to
sit back and let him do the legal side? And then then deal with the house without that attorney you're dealing with? Or are you guys thinking about holding on to the houses investment? Are you thinking about selling it in the near future? And I'm letting them answer and whichever answer they give me there's always a good follow up that you can say okay, I completely understand. Tell me a little bit more about that. They're going to start to reveal more and more the deeper into that conversation you go.
And and when I go back to my boss, and he starts asking me all these questions like
Well, what are they doing with this? What are they doing with that? And I have ended the conversation before I even get all that. So he is kind of saying exactly what you are, why aren't you getting more information from these calls? And I'm saying, well, I created a relationship. You know, that's what it's all about is and I'll call him back in two weeks, and but I'm not getting anywhere with that.
So, obviously, I'm wrong. So I hear what you're telling me.
And I want to do those things. What I would encourage you to do is to sit down not in a script format that list out
the information that you would like to gather from people is going to take some thought on your end, but you want to find out are they selling? are they keeping the house if they're selling, are they selling soon? are they selling later?
Is the house do they have a lot of personal belongings in the house? Is it clean? Are they overwhelmed or do they have it handled you just want to kind of get these
Two sides of the coin answered where you know which side of the coin they're sitting on. And if you can write out 30 or 40 questions that you want answered, not in a strict way. All you have to write was just kind of check off or write the answer down in your conversation, the answer that they've given out, so that you know, and those naturally just lead to more questions and more conversation. But I think you need to start by listing off the questions that you want to have answers. Okay, and you know, and that makes sense.
A good place a good template to start with is in the fast track program, there is Chad's interjection the third interview shape Yeah, yeah, exactly. You could start start with that and add your questions. You know, whether they're regular binary, but it's a good a good, good document for you to start with and give you some ideas what kind of questions you know you want to insert.
Bruce, I like the idea of the the flip the coin Do you want to sell or do you want to keep it in
You know, be able to just have those two things that that pro and the con, you know, aren't not necessarily pro comp, it's the both sides of it. So if I listed those down, I can know at least what they're going to say to me. And if they say that what's my next? You know, what do I ask next? So that kind of sets me up a diagram, if you will. The other beauty of that is if they say, Hey, where we got it handled, it's let's say, they say we've got it handled well, now that's conversational. It's not trying to blow you off and get you off to the phone. Because you just asked a question. You guys stressed out or you feel like you have things handled pretty well so far. So if I say, yeah, we haven't handled pretty well, so far. I'm not blowing you off. I'm simply answering a question. Mm hmm.
Okay, and if they say they've got it handled, do I say great. We'll talk to you later or how do I you know if if they've got it handled? What do I say? Yeah, well, great. You know, I've had a lot of a lot of families.
I've helped that, that had things handled for a while as well. And eventually, you get to the point where you do maybe run into a block or it is time to sell the house. By the way. Did I ask you? I don't think that asked you. Were you guys planning on selling the house? Are you planning on keeping? Okay, awesome. Immediately, I've just validated them and taking them into another question.
Yeah, that is incredible.
Good. Good. Okay. What do you guys have to say, Jim?
Excellent job. You know, I think you were you I would agree pretty much with what Bruce said You seemed. You certainly seem competent. You were you were conversational. But just ask more. ask more questions. I think that that would be we all have a tendency to try to ramble on and sell ourselves when maybe, you know, maybe it's not even required. Just ask the right question. And they may tell you, they may give you information on how to sell them before you know before you get off track.
Like the word causal?
So I have a few suggestions. I would like you to go back. And sorry, I'm trying to check to make sure I wasn't on mute.
I'd like you to go back and listen to the recording. And notice in the beginning of the conversation, you were nervous and I'll show you grace, you're on a public stage role playing that takes courage.
But in your probate USP, you didn't believe yourself. And you stammered and said, we'll go to the courtyard, I'm in the courthouse and we just we got your information and you weren't clear and later in the conversation when you started talking about your vendor partners and putting names and personalities and stories like Oh, he's got a history of your you know, he's like a wealth of knowledge. I could feel Bruce warm up to you, you got in rapport, but it was probably too late in a real life scenario. So you need to get that that beginning of your you'll hear me say it's about the
the right things in the right order. And it took you two to three minutes to get to really unpack some of those things and be really personal. And you need to bring that stuff back to the beginning of the conversation.
So, and that's one thing I want you to get your USP down stronger. Who are you how did you get their information? What value can you provide and end with an open ended emotional question and you later in the conversation, you know, you explain to them more about it. But if you do that on the front, you're going to get engagement and rapport way quicker.
The next thing that I saw Bruce Bruce gave you a showed you a chink in his armor, and you missed it and I want you to pay attention to these things. When when you pick up the phone for every call. What is your what is what is the objective of a prospecting call?
Well, for me, it's to help them and I know that's wrong. It's supposed to be to set the appointment
to get face to face
So okay, in the back of your mind when you're on any of these calls, I don't care if it's the first time you've spoken to them or the 14th. Every time you're on the phone with these people, your only objective is to get in front of them. And obviously, that means you have something of value and a good reason to be in front of them. So they're going to be helped. But I want you to think about it in selfish terms. How do I get in front of these people? Because when you do, you're going to close, like nobody's offerings. Very few people in the country offer service at this level. And it's it you have no competition if you can get face to face with these people. So that's what I want you to think about when you listen to the recording the chink in the armor that Bruce showed you as well, my sister and my nephew or my aunt, my nephew. What was that? I think? I think they're going to come over and help on nights and weekends. Boom, there's your entry point. Yeah. Okay. It seems like you, you guys don't really have a plan for that yet. And one
Things we see a lot of families. Really, mainly just because we all have busy lives. Sometimes it takes two or three months and and tensions build and gets kind of tumultuous. other families we work with, they just say, hey, if you have a team to do this, we'll like it's all yours. And we will actually come in and do the sale, we'll donate what doesn't sell, and we'll clean out what what can't be known. And literally the family member lifts the finger.
So is that something we can talk about when, you know once we've kind of taken a look at the property and we see what your overall situation is? That's one of the things that, you know, it never hurts to know what your options are. Wouldn't you agree?
Yeah. And I want to get I want to get that affirmation from you. You can also use feel felt found, which is an empathy approach, right? Yeah. Listen, I understand how you feel. I mean, most of the families we've helped have felt the same way. But what they found that it's not always easy. It's kind of like hurting herding cats to get people to show up on a night or a week.
In the summertime, especially, you know, during during these times, everything's a little more a little turned upside down and challenging. So can you see how it might be in your best interest to at least have a contingency plan and I can get the history teacher or the history history major to come over and at least tell you what the personal property is worth. And then you know, you already have that relationship if you guys find yourself stuck or that family members aren't showing up or can't help. Then all we have to do is go to plants we go to plan B, what that would not be will not make you feel a little more peace right now.
The ability to say hey, I can try it but if it you know, because a lot of them are telling me look we're going to take care of cleaning it out. They you know, we don't need any help with that. So you know, I feel like Okay, I understand but if it and what i what i hear you say is that I can then offer that as a plan B Hey, when you guys are done and you you know exhausted all your efforts.
Please come see us we'll we'll be able to help you with that at at no little to no cost.
I want to go back to your the the preface that you gave us that, okay. What I call this probate quicksand, like when people are trying to do everything themselves. And I know that that there's a 90% chance they're going to be wrapped around the axle because that's that's just how it goes. Families think they can do a lot more than they can and a shorter amount of time and actually can. So a lot of times they'll waste months, which he usually equates to thousands of dollars of carrying costs. And sometimes you know, even if the markets correcting then it could be 10s of thousands of dollars of equity. So you seem to be nervous about being a pushy salesperson. There's a massive difference between a pushy salesperson and a strong leader. And this is not a sales role. This is a leadership role. You get paid commission for bringing value. Think of yourself as a leader. You're a social
leader in this situation, because you don't have an emotional attachment to the real property and personal property or the people yet. So you can you can influence you can lead and influence these families, you're not high pressure selling them, they always choice and you you never get paid until you do what you promise. So you, I think work on that mindset a little bit. And the result, you'll be more assertive. Because you know, if you don't believe in your heart already, you need to get there that these people are better off meeting you face to face than not. And you need to think of all of those reasons why they need you in their life. They need your business and your service to make life easier to maximize equity to minimize the time that this will take. And you have to believe that in your heart and when you do, all this stuff starts to happen naturally. So there's some mindset things that I'd like for you to just kind of examine and think about
Go back and listen to this recording and look at your order. So when you say, we went down to the courthouse and got your information, it was very dry. Your delivery was poor To be frank. But when you say things like, Oh my gosh, this estate sale guy, he's so good. He's a historian. He's got a history degree. And he just does this because he loves it. You personified him. Right. And that's what the courthouse so when you in your USP, it's like, oh, yeah, well, actually, we've got a team of people here in Roanoke could help families that are going through probate, and the way we find out which families need our help the most is we actually go meet with Kim summons the probate clerk every month, we go down there and she says, Here are the families that you can help and we at the risk of offending some people, we get on the phone immediately and reach out because we know what a difference we can make in people's lives. We've seen what an impact we can have how much money we can save a family how much stress we can take away. So what's what's been the toughest thing for you guys?
It was just more personal like it and that's one of those things where
You in the beginning of the conversation like we should be 80% listening, 20% talking. But in the very beginning of the conversation, you need to be heavier on talking. Because these people don't understand what your service is they've never heard of it, therefore, they probably don't trust it. So you have to you have to kind of front load the conversation with with talking, and then and then get those emotional questions out and then shut up. And then then you're gathering information. So just like everything Bruce told you is spot on. Like you, you need to give yourself more ammunition by learning more about the people and the situation. The segue to real estate is incredibly easy. It's you know, it sounds like you know, obviously you guys have a house to clean out. That's one of the biggest things that we see families struggle with. So let's let's just start there, since it's usually the biggest stressor. What what's your what's your plan for it? Do you guys plan to hold on to it, keep it in the family or do you think you might want to sell it?
Yeah, and if they want if they want to hold on
And then what's your angle?
I think one of the property managers, contractors,
one of the things that I feel, I feel on the call is I'm lying, because I didn't go down to the courthouse. I've never been down to the courthouse. I don't even know where the courthouse is. Did you give out? Did you give us money?
Yes. And did we give your money to a researcher that went to the courthouse? Did they
No, I just.
Yeah, our team did now that I can say that I can say, I just really go.
I just don't like lying that I I can say that. I can say that my team did. That would be a little bit more confidence. I'm one of the most principled people you're ever meet. I speak the truth even when it gets me in trouble. So I understand. Yeah. But we are an extension of your team. You were
vendor, we're one of those slots in your wheel. Because without saying you have to go do a bunch of busy work that's well below your pay grade. So you're just wise enough, instead of going and struggling through your own data and skip tracing and all that. We are one of the team members, we help you find the family. So just think of it that way. We're a vendor that makes sense that I I can I can feel the sense. I have one more question and I know I've taken a lot of your time. I don't know what a USP is, you keep saying that Oh, sorry, what is your
unique selling proposition? So it's essentially your elevator pitch. So the key points the bullet points that I would suggest us write down and keep in front of you is Yeah, so the, the the genesis of this was when I first started I noticed all everyone had the same questions which would put me back on my heels. Who are you? How did you get this phone number? Why are you calling what is it that you want? Like and they have
had me back on my heels. And I wasn't I wasn't in a leadership role. I was reacting. Yeah. So I learned to put all of that together. And what's the best way to defeat an objection? To never let our eyes in the first place? Yeah. Like, you know, you're proactively defeating three or four objections that will really derail your conversation when they when they get in that loop. Like, how did you get my cell phone number. If you engage with that, you just gave them control of your conversation. So you want to make it a little fast paced and front loaded with a lot of information. So you've got them on their heels and you've got their gears turning and you're breaking their behavior patterns, intentionally, just like it's a sleight of hand magic only works because they're masters of distraction, and you don't notice it. And that's the same tactic we're using that a magician uses is what we're using. By distracting them. We get get them out of their default mode network like they're their patterns of thinking and we're in control and through
Showing them and in a good way, like there's a difference between manipulation and influence. And I'm talking about influence. So by by now telling them really quickly, Hey, my name is Chad, I've got a team of people here in Roanoke to help families going through probate. And as part of that we actually go to the courthouse each month. So we know who to reach out to. And we reach out early because we know it can make a huge difference for pretty much every family we've ever spoken to. So if there's one thing you could just make not your problem today, and have us deal with it. What do you think that would be? So in their mind, the psychological response to that is for staff to process everything I just threw at them, right. So now I'm taking I'm taking a breath and waiting for the response. So now they're on their heels instead of the other way around. So they're thinking he said, his name's Chad, he got he went to the courthouse. So that's how I got my phone number and he says he can help with anything, any family with anything. Come on. That sounds too good to be true. I don't trust me.
He just asked me a question what and so
They're you, you have control of their psychology. And it's a pretty predictable response. When you do it this way. The response is predictable. Usually they will process and you'll have silence and what you'll learn and Chris Voss his book is, silence is far more as one of the best sales and negotiation tactics in the world. You have to know how to use silence to your advantage, and he who speaks first loses In this scenario, so get your USP out and on that question, and then be quiet. I don't it may feel like eternity the first few times you do it sometime it's a half second, sometimes it's five seconds, but just be patient. Like don't when you set something up like this, don't walk through your setup, be silent and wait, let them process and then wait for their response. And their response is usually a sigh, led by a big long story. And that big long story is becomes your service roadmap. They are going to tell you all the things that bother them you'll learn the family dynamic, you'll learn if you can usually learn if there's real estate or not. So
Rather than us having to pull information from them, we get we get them to a place where they can trust us and then they vent with their story. And then we look for little things in there little chinks in the armor. We're like, oh, okay, this they think that the, the aunt and the cousin are going to come I think they're counting time. So I need I need to come back and talk about that. And you know, the other thing like any any details that you can get this just listen, listen, listen, and then the better. You that's when you start validating their position feel felt found. Like if eventually when you get stories, you'll be like, Oh my gosh, this reminds me so much of my first conversation with the Smiths, the Smiths, like they had, you know, they lived out of town, their parents still live here kept the place here, and they were really struggling with that. And it sounds like your situation is the same what ended up happening with the Smith as we stepped in and actually did x with within a matter of days, and they had spent weeks trying to figure out just who to call. So do you think that it might be in your best interest to
At least have us come take a look and see if we can help with x before you waste all this time and then oriented. But I don't
I don't have any story
Okay, thank you so much, guys I appreciate greatly Thank you great job on stepping up we had six people jump in the queue while while she was on so I apologize in advance I don't think we're going to get to you all if we don't. And it's pressing call us right away if we don't get to you and it can wait till tomorrow afternoon. Come on the mastermind call and we'll deal with it then in the meantime and next up. Yes sir. Hey, Jim. You got to jump off right in three right? Okay, well not it's about in two minutes and get set up for mastery. So I'll say goodbye to everybody. Thank you guys for co Hi, next up is phone number ending in six two to six. Your chats neighbor it looks like in Norfolk.
I am. Can you hear me? We can hear you. Great. Go ahead. Yeah. Hi there. My name is Patty
And I'm actually over in Virginia Beach. I just had a quick question because I have to also go to mastery.
My question is, so when I signed up, I signed up at the first week of June. And of course, we're still waiting on our lists for Virginia Beach, that I actually purchased historical leads. So they're actually from February. So I sent out my first letter, and I'm getting ready to start making calls. So I just wanted to see if there was anything that I needed to change.
With my USP or anything like that. Do you do anything different when it's been six months?
No, not necessarily it you'd be surprised. It varies from Market to Market in in I Virginia has not I believe that it's just in the process of opening back up so we should be getting some new leads shortly. But if I had to guess on a six month old lead, maybe 60 to 70% of them might be listed or sold. But the 30% that happened, you're going to have zero count.
A petition, and they're going to finally be ready to do something. I mean, if it makes you feel more comfortable, you could reference Hey, you know, it's been a while. But we actually find you know, after six or seven months, a lot of people are ready to go ahead and get the property in the market. So I'm just checking to see see you still have properties and sell. You probably don't even need to reference it. But if it makes you feel more comfortable to do so. So you certainly could. Bruce, anything you want to add
me USPS are always Yeah, I'm here. You got me. Yeah, USPS are always are always good. So you've sent your first letter.
This is this is probably a little bit more of an accountability or strategy call. But you've got your first letter and you want to make sure that whatever that USP is on your letter and in your phone call, like Chad mentioned on the last call is
brief and easy to understand. So kind of be make my team, your team
It could be any kind of if you're offering any kind of guarantee or if your process, net them more money, anything like that you want to push it front and center. So it really grabs their attention.
And we can have another color check off off this call as well. Okay.
Also, you could look at, look at our website, one of our letters now is the six month letter. So, okay, if you're not using that letter, you certainly could and you can maybe get some ideas out there also, you know, just subtle differences, but not nothing drastically different. Okay, I went, I went through the list and kind of went and looked up the property. There was like 112 of them. And I think there were like eight that were listed sold or pending. So everybody sent a letter.
So I just right I knew already working with the realtor and then I so I sit down I think 90 something letters so I'm excited to start making phone calls.
You know, you make a great point.
You make a great point, this statistic I gave you have 60 or 70% being sold would be in a normal market. We've certainly been anything but normal. So much larger percentage of them probably haven't done anything. Good point.
Wonderful. Okay. Well, I'm headed to mastery. I appreciate y'all and I'll talk to y'all later. All right. Phone number ending in 6419. You're up, guys. Hey, Carlos, how's it going? Good. Good. Question. I have been doing my calls. And I found out that the county administrator's in some banks and in Chesapeake Bay, right? How did you approach them? Like, what was it and you open to them? Because I asked some questions were so what's the biggest challenge that you face like when during an administrator
of the state? And they say, well, we don't have a challenge right now when
we sold the house is for weapons. Well, it's kind of empty, right.
So today, we're on there.
So with public public administrators or fiduciary, that's they're pretty much just typically like the the relationship, the relationship with the public administrators or fiduciaries is very similar to the attorneys. So it's a b2b transaction for them, right? Like they're, it's, it's an unemotional, they, they probably have, you know, they have systems in place to deal with this, but they they don't have a robust team, like we have, like, they don't necessarily meet the family, you know, personal needs. So one of the one of a friend, a friend of mine that I'm mentoring into this, he's potentially on, I'd say, he's on this call right now. But, you know, Grant has made his first 15 phone calls and found a gentleman that inherently, he has a condo and probate, he's trying to refinance or finance it and, you know, he plans to stay in the property and those like grant goes, he went out of his way, we found a lender that can do the condo financing right now and eventually he'll be he'll be the listing agent when that guy's ready to sell. And so if you can go the extra mile
These people probably don't have the bandwidth or the team to do that. So if you can show them how your business can complement theirs and always have their their clients best interest first, then it makes a big impression. So when they really do need help, you're the first person they call So focus on them and their business where they were with the personal rep, we're focused on, you know, their personal situation and their personal problems with the public administrators focus on their business and the problems that business might have and just become the solution to those problems. So what happens when a public administrator finds a family that has a you know, a kid that that never flew? Never never flew the nest and they just don't want to participate? But the house has to be sold to some of the liabilities Do they have a system in place for that? Do they have relationships with social workers and, you know, moving companies and you know, the Housing Authority, probably not. A lot of times that falls falls back on the family to figure out their own problems. So anything like that, that you can any additional
value that you can show them that they don't, they haven't thought of or you know that that they just don't do because they can't monetize. That'll really solidify that relationship. And even if you don't get paid on this deal, the next the next time they need help with real estate, you'll be their only phone call. I noticed when I made the calls, I tried to follow the script while I try to make them more comments, more like a conversation with them. The only thing is stopping me from keep going is like an emotional question that tracks on the training. I missed in that part. I haven't just like practices and now to namely that at the end of the conversation, you know, yeah, so like a good a good ending question to your USP with a public administrator would be like So Carlos, tell me like I know, you guys had to do this as a, you know, professionally, but there's what we found is there's always things we would like to delegate. So if you could delegate anything on the john doe case, what was
Be like, what can I help you with?
Okay, okay, well, we need a little bit of filtering, okay, so
failing the property the way it is, we don't have to deal with any other things like cleaning all the house, just to say, a lot of times they actually do need help with with cleaning. So it's not, it's none of the services that you give a regular PR. It's not as though they don't apply to the public administrator, they still apply.
But they're, they don't have that emotional need, as as much as the PR has. So you can still tell them that you've got the team to help clean, clean, clean the house out to take care of property maintenance, landscaping, things like that. But you're, you're gonna probably not be digging for their pain points because they just don't have those emotions.
pain points like, like a PR does. And we're gonna throw in throw in after what Chad said is a lot of times these guys need help. It's not like the only properties, cases, their fiduciary for our probate, they might be the fiduciary on bankruptcies and guardianship and all kinds of things. Very frequently they, if they're going to need help, they need help with valuations of properties. So that something that you could offer them a free or a discounted BPO or an evaluation of their property
to try to get your foot in the door with some of the public administrators.
Oh, okay. Okay. All right. Thank you. Thank you guys for that bypass. And I'm gonna keep doing my conference. See how it goes. All right. Well, we appreciate you Carlos. And next up is phone number ending in 0948. You're up next. I'm trying to build a team out so that that way I can be up
resource for anybody that's going through probate. What kind of services would you guys recommend that is necessary kind of, you know, like movers attorneys. What other services would you guys recommend that we could have kind of in our Rolodex. So there, think of it as a wheel. And you have a hub and spokes that comprise that wheel, you're the hub. And there you can add a seemingly infinite number of spokes, like in probate mastery, we teach like 36 different spokes, like 36 different team members and show you how to what they can do for your team, like what value they bring to the table. And at least two ways to find each and every one of them in a natural rope and a natural conversation. The reason I want to said that is it's hard like you almost never talk about more than one or two, the idea is to is to get engagement from them and pull out their needs, like bring their pain to the surface, bring their needs to the surface, and then just talk about the ones that are pertinent to the conversation to that really would have value. So if somebody doesn't have real estate
And then they don't need clean out services and like you don't need to bring up everything. So there's never been a natural conversation where I've named off every single team member that i have i has a basic list as a basic list you Are you a broker investor or both, and then I'm an investor. Okay, so do you have an agent as a partner, do not have worked with agents, but not specifically for this campaign for probates. Okay, you should choose one, maybe two, but choose an agent that understand your business model. They understand when when to back off and let you take a deal and when they need to step down and being a listing agent. Ideally, you should you should get your license and be that spoke because you're gonna make a lot lot lot more money over your career. But for now, you need your basic team you need it, you need a good brokerage partner. You need a good contractor, clean, clean out crew estate sale company,
potentially senior moving companies, and then you build a referral network. So you need estate planning attorneys.
estate planning, probate attorneys, nursing home employees, social workers, people who have contact with families who are going through this transition that can can refer you. And also so their team members, their vendors, but they're also referral partners.
And if you want to, you know, the long form of that isn't mastery, but if you want to roleplay I'll kind of show you like I always choose to show them the spokes that are relevant to them based on the details I've gathered from the conversation. I never just unload and say here's all the pit here's all the people can do. You can do the numbers we have okay. I hope that helped. Absolutely. Thank you so much phone number ending in 9877. Your last up this week. Well, I'm glad I squeezed in Yeah, yeah, sir. Just just under the wire. Yeah. Always needs usually that way. No, the question that has one to ask was your says the first time I've been able to make one of the meetings, what is the what would be a good support team listed to suggest because you
Role Playing you were talking about the estate, sales auctions and clean up so what would be a basic team that you would have on standby Chad's done a tips for the trainer on that we actually have a brochure with a wheel on our website it will take you to I mean your basics our course realtor investor, a state sale company, cleanup crew, contractor attorney, but I mean from there, you know, there can be there can be another 20 spoke a state planning attorney, someone to prepare well for them. It's all there on the website, I would go to I think there's a tip for the trainer's session where Chad goes over that specifically and you can actually watch the video. That's probably the easiest way for you to get everything you need. Okay. Okay. First you want to add to that at all, Bruce, or No, I mean, you could literally sit down and come up with 40 5060 partners that can be with you on this business based on how detailed you want to get with them. You should have your list. And so that if you have never ever made a make my team, your team and someone says well, who is
Your team at least you can come up with 10 or 15 people it bare minimum contractors, different different specialists, so electricians, plumbers, the house, House Cleaners, landscapers, there's so many people that you could use.
I often feel that we talk about this that we somewhat overwhelm people. And don't make the mistake of thinking, you have to have everybody before you do anything, because honestly,
probably, I would say 75% of the people 50 to 75% of them aren't going to need any of them, or they're going to need one of them. It's really rare that anybody is going to need more than one or two or three. But but the fact that you have them really distinguishes you from your competition, you know, and when in when the people do need it. I mean, you're the only one they even consider person you're in your experience. How many people even take advantage of one of your team members, and how many of them just say sell the property. I'm ready. So it kind of goes back to what Chad was.
Talking about before he jumped off is taking charge. And this price goes along with me a lot of times I don't wait for people to say, Oh yeah, I need someone to clean my gutters out. They're not going to say that. So I gather enough information. And then I'll say, I'd like to make you a proposal as possible. And they because we've had a good conversation they say, okay, and I say it sounds to me like you've just kind of unfortunately been neglecting the outside because your your, your dad was sick, and you've been super busy. And I imagine that this time of year, the gutters are probably full and you got weed coming through the flower bed, you know, I'd like to come over and take a look at the house. And I can get you a gutter cleaner over there. And I can get you a landscape, landscaper over there within a couple of days. These are people that are part of my team, and that I just need to take a look at the house first. And so I'm taking charge and actually recommending the services that they need that they're not even thinking about. So no, they're probably not going to ask for those team members. But if you don't have the team members, you can
Take Charge and turn these into referral opportunities without them asking and whether they use them or not. Again, it just it just really makes you stand out from anybody else are going to be talking to be virtually very unlikely anybody else was going to offer them other anything other than, hey, I'm the greatest realtor in the world. Look at me, look at me, I can sell your property and you're pretty much just doing exactly the opposite. Exactly. Put aside the art but the MLS for you. Well, that's very unique. Anyway, welcome to the group. We appreciate your participation. Does that help? Yeah, that does help. I've actually picked up a house in February that was a foreclosure and we ended up doing all the moving for her because she's in her late 70s. So I'm not a stranger. But the that also brought up another question was if the if you're referring these contractors to do the work on the back office, am I working a referral with the with the vendors or is there and they getting paid by the estate because a lot of the people that I'm dealing with, they just don't have the money to to pay for anybody to come in.
You have people that will wait till closing to get paid. That's the ideal situation. You shouldn't This isn't like an reo where you should have to pay advance the money, we do have people that have done it. And you know, if you got a secure listing and you're sure it's gonna sell and the hundred dollars for landscaping, you may want to lay the money out, but most of the time, you're just a referral source, you know, not too different from standard transaction when you refer, you know, a mortgage broker, a termite company, a roofer, you know, they, they don't expect you to pay for it, or they don't expect you to collect the money, you know, collect the money and pay for it. Generally, most of the time, it's just a straight up referral. And as far as I'm not sure if you ask this but as far as getting a referral from these people, you really don't need to and it just complicates the issue a lot. We would rather have you have a reciprocal arrangement with them, Hey, I'm going to be sending you business you're going to have people contact you first, especially the estate sale companies, they have people call them and I need to get rid of this stuff before they ever contact a realtor. So let them
No, the quid pro quo I'm going to send you business and I expect to get referrals back from you also. Right. Okay. And I will then tide you over for now, one of the things that I do with a lot of my vendors is I do I don't necessarily come out and say quid pro quo, because that seems to be a taboo subject right now, but
we ever verbiage.
Yes, but I do. A lot of times, I'll put vendors into a mastermind group specifically around probate and say, Hey, we're going to have a 30 minute zoom call, we're going to help each other's businesses and ultimately, we're going to work together. Personally, I've actually even gone as far as to charge a small fee to be in my mastermind group and then use that to put toward my probate business. Some people aren't comfortable with that some people are and then I make sure that every month all of my partners are sitting in a room together. And then when using that opportunity, especially on the phone during during the phone conversation, to tell people you know what, I don't know what your situation is. I don't know.
If the state can afford a few of the suggestions I'll make or not, but I'm still going to make them and it will be up to you guys to decide whether you want to handle those on your own, whether you want to work something out with me or whether you want to hire those projects out. But I guarantee you, if you if you follow the plan that I'm just going to give you for free when we made on Tuesday or Wednesday, that
you're actually going to make more of a profit more money into the estate, not give up so much of your equity. And then it's not up to you to decide whether they hire someone or use your referral partner. It's up to you to give them the plan, and then give them the option of the referral partner if they want to do that work themselves. Great. At least now you're getting in front of them. And you're able to look at the real estate. Proximity. Yep. Great idea. All right. Good help. Yeah, that does help. All right, great. Call everybody. We appreciate great attendance. I want to thank each of you for being here. I want to particularly thank those who actually
participated in roleplay. And I want to challenge each of you take one of the great ideas that you heard on today's call, go out and put it into practice and actually come back tomorrow at one o'clock eastern on our mastermind call and share the results with the group. Thank you so much guys. Make it a great day. Stay healthy and we will talk to you tomorrow. Take care