Instead of creating "satisfied" customers, renowned homebuilding experts Jeff Shore and Bob Mirman show you how to inspire ecstatic customers throughout the entire homebuying process in a way that builds trust, exceeds expectations, minimizes complaints and cancellations, and earns referrals.
Follow the story of two homebuyers who purchase at the same time from two different home builders as they journey from purchase through move-in and beyond. Along the way, learn how one home builder succeeds in delivering a compelling referral-generating experience, while the other devolves with complications and complaints.
This book was written not just for your sales team, but for team members across all departments: construction, design, purchasing, warranty services, mortgage etc.
Jeff Shore is the founder and president of Shore Consulting, Inc. a company specializing in field-tested and proven consumer psychology-based sales training programs. Jeff is a top-selling author and an award-winning keynote speaker. He holds the prestigious Certified Speaking Professional designation from the National Speakers Association and is a member of the NSA’s exclusive Million Dollar Speakers Group.
With over 30 years of real-world, frontline experience, Jeff’s advanced sales strategies spring from extensive research into the psychology of buying and selling. He teaches salespeople how to climb inside the minds of their customers to sell the way their buyers want to buy. Using these modern, game-changing techniques, Jeff Shore’s clients generated over $54 billion in sales last year.
Bob Mirman founded National Survey Systems in 1984, changing the name to Eliant in 2002. He was the first to create a national system for benchmarking homebuyers’ ratings of their new home purchase and ownership experience. Bob and the Eliant team have assisted over 1,600 homebuilders, lenders, and escrow firms in the U.S., Canada, and the Middle East to deliver extraordinary customer experiences that drive sales from referrals.
Completing a clinical psychology internship in the Michigan state hospital system, Bob moved on to the psychology Ph.D. program at the University of Kansas, leaving there to work for a large consulting company specializing in motivating Fortune 500 sales and production teams to make strong performance improvements based on behavioral psychology principles.