As we move into 2025, we find ourselves transitioning away from the frantic pace of the post-COVID boom. Our customers today are weary, seeking more than just a transaction—they want to feel seen, heard, and understood. In such an environment, the key to success isn’t just about presenting the perfect pitch. It's about creating a connection, and that starts with curiosity.
Curiosity is the cornerstone of real connection. If we’re doing all the talking and none of the listening, how can we possibly show our customers we genuinely care? In today’s world, customers crave more than just information; they want empathy, attentiveness, and real human connection. When we ask the right questions, we not only better understand their needs but also create an experience that goes beyond the sale. It’s about making them feel like more than just another transaction.
Let me give you an example: Imagine a customer shares that they’ve just become engaged. If your response is to ask whether they want a one-story or two-story home, you risk coming across as cold, impersonal, or, worse, robotic.
Instead, a more human approach would be to express genuine excitement, asking questions about how they met, where they plan to marry, and what this new chapter means for them. This type of engagement creates a powerful bond and opens the door to real connection.
So, how can we keep this focus on curiosity, instead of falling into the trap of pushing a sale? Here are some actionable steps.
These questions, asked early in the process, help you connect deeply with your clients. They open the door to meaningful conversations and, ultimately, more effective sales experience.
Whether you’re at the end of a discovery phase, in a demo, or even at the closing table, paraphrasing what your customers say shows them you’re truly listening. Try this: “So if I hear you correctly…” This not only builds trust but also reinforces the connection you’re creating.
In community sales, start by asking questions that reveal your customer’s motivations. “Where are you moving from?” “What’s important to you in a location?” Then share relevant details, helping them visualize the home buying experience. Finish strong by asking if they can see themselves enjoying life in that location.
In today’s fast-paced world, the average person can focus for only 8 seconds. So when you present a feature, follow it with a benefit, and check in to see how it resonates with your customer. The goal is to create an emotional connection to the features you’re sharing.
When customers share about their family, work, hobbies, pets, or the home they need, don’t settle for surface-level answers. Dig deeper—ask follow-up questions that show you’re interested in more than just closing a sale. The more you know about their story, the better you can serve them.
As we look forward to 2025, let's take inspiration from The Ritz-Carlton’s famous motto: "We are Ladies and Gentlemen serving Ladies and Gentlemen."
Now, let’s evolve that for our industry: “We are kind, gracious human beings, serving and connecting with our customers to enrich and improve their lives."
By focusing on connection, not just sales, we can transform the home buying experience. Let’s be more than salespeople—let’s be true partners in our customers’ journeys.