Turning a ‘no’ into a ‘yes’

They’re rejecting what it is that you’re offering at the time, or maybe the way that you’ve offered it. So you need to try and move from a no to a yes, you need to understand what else they need from you.

Topic – When ‘no’ means ‘maybe

Mentor – Leanne Pilkington

  • Ask to understand
  • What is the most powerful question?
  • The digital interview

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Kevin:   One of the biggest challenges, we’ve already identified this week in our conversations with Leanne Pilkington, is that sometimes your ability to handle failure, rejection is going to be in direct proportion to your skill or your success in the industry. Therefore turning a no into a yes is not something we get to do all the time. No more are we successful all the time, but it is a good skill to have. Leanne Pilkington joins us once again. Hi Leanne.

Leanne:   Hello Kevin, how are you?

Kevin:   Yeah, well thank you. Leanne is the director of franchise company, Laing and Simmons, and also President of the Real Estate Institute of New South Wales. Turning a no into a yes. I know this is a difficult thing to discuss, and we’ve been talking about it all week. The points we’ve made so far, not to take it personally, is one of the easiest pathways to it, Leanne, I find.

Leanne:   Sure. Absolutely. It’s a business decision, right? It’s not a personal decision. They’re not rejecting you personally. They’re rejecting what it is that you’re offering at the time, or maybe the way that you’ve offered it. So you need to try and move from a no to a yes, you need to understand what else they need from you.

Kevin:   Yeah.

Leanne:   As I said earlier in the week, help me to understand what other information I can give you. Help me to understand why you’re feeling that way right now.

Kevin:   Sometimes asking the hard question too. Are you comfortable with me? Do you believe that I can do the job for you? There are some of the questions that many agents don’t ask, but they probably should, because it might unearth something. Well if you really want me to be honest, I’ve been talking to this person, and I think that they can do a better job.

Leanne:   Yeah.

Kevin:   At least you know where you stand.

Leanne:   Yeah. You’re absolutely right. You can just take a pause in the conversation, and just look them dead in the eye and say, “Can I just ask you a question? Do you really think that I can do this for you?” Yeah you might be right. You might be surprised at the response.

Kevin:   You may be too, and they might just say, “Wow, just the fact that you asked that question shows that you’re a really skilled negotiator.” And also to be able to explain to them that it’s not a matter of liking me, it’s a matter of, you’re employing me for my skills. I’m a paid professional negotiator. That’s what I do.

Leanne:   That’s what I do. And obviously, I’m sure all the agents listening to us have got their tool kit of case studies, and all of the justifications on their negotiating skills that they roll out during their listing presentations but it’s really important for people to understand why they need an agent in the first place. And it is around negotiation, and today, it’s also around marketing, again. Because, with the digital space, some people are fantastic at marketing in the digital space, but some people just actually still don’t even know where to start.

Kevin:   They have not started, that’s the point. I do think too that in a lot of cases, people have made a decision about you before they even invite you around, because there is so much information on the internet now, and in social media about who we are, and what we do.

Leanne:   Yep. Absolutely. What they say about the digital interview is very true. People often have made a decision, or they are a long way into their decision making process before they invite you into the home. Which is kind of a good thing, because they’ve invited you. And it’s always interesting to find out how much they do know about you, and what kind of research they have done. It’s important for people to be clear on what their own digital footprint looks like.

Kevin:   omeone going out today, Leanne, and they go to a listing that they really want, and they get that rejection. What would be your advice to them, today, to take into that presentation?

Leanne:   If it’s a listing that you really want, be clear on why you really want it, and why you’re the best person for the job. And show some passion. Show some enthusiasm. Don’t just sit down and be all contained, and do a flip chart presentation. Like you said earlier in the week about the insurance guy that closed the book and just got really genuine with you. That’s what people want.

Kevin:   Yeah. And you’re so right about the passion, and the enthusiasm. No one’s ever going to buy anything from an unenthusiastic person, but if you show enthusiasm and empathy, you’re going to create that relationship, and they will feel comfortable with you, and therefore list with you.

Leanne:   Yep, absolutely. You really need to demonstrate why it matters to you, and why you are the best person for the job.

Kevin:   Okay, Leanne Pilkington, back again tomorrow, and we’re going to round the series out by telling you rejection is something you should be embracing, and not fearing. Leann Pilkington, back again tomorrow, thanks Leanne.

Leanne:   Thanks so much, Kevin.

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