Reconnect with the Emotions

When a customer hints that they are having second thoughts over the purchase you’ll want to take them back to the emotional place where they were when they decided to buy.  That decision was made at an emotional high point in the interaction – they had fallen in love with a home and a homesite.  Try to recreate that in a description.  Refresh their minds as to why they made the decision in the first place.

“Thanks for sharing your concern with me.  I really appreciate you bringing it up and I want to help you through this very normal process.  You say you’re concerned about the financial commitment, and I understand that.  Can we for a moment go back and revisit the reason why you chose this home in the first place?  Tell me some of the key reasons why you decided to purchase…”

“Thanks.  So, you’ll agree that those things that attracted you to the community have not changed, right?  And the financial issues have not changed, right? Yes, I understand it’s a lot of money, but you need to consider the fact that you are buying a home – a home that is just right for your family.   When you go through with this decision you are reaffirming that you’ve done something wonderful today that will positively affect you for years and years to come.  Tell me how you’re feeling.”