Question 1

When meeting with a new customer for the first time, you must use open questions to quickly

gather information and encourage the customer to guide the direction of conversation. Assume

that you are at an open for inspection and greeting a couple, Mr. and Mrs. Cummings, as they

arrive to inspect the property. Once you have introduced yourself, what might you say next?

You are required to draft two open probes that you would use in this situation.

Question 2

When would you use closed questions when dealing with the Cummings? You should be able

to raise at least 3 points.

Question 3

The property was not suitable for the Cummings. They have agreed to meet you back at your

office to inspect more homes later in the afternoon. Draft 5 key questions that you would ask to

uncover essential information before showing them properties. Note: Your 5 questions should

relate directly to the essential qualifying elements discussed in Chapter 2.

Question 4

Read the following sentences and then identify the needs of this young couple. You should be

able to uncover at least 6 needs.

"We are interested in buying into an area that is close to the city because that is where we

work. We also don't want to spend a great deal of money on car parking, so would prefer

something handy to regular public transport. We love entertaining at home so would like a

property with a great outdoor area. We're not fussy about the style of property but would like 3

bedrooms. A study is very important, so one of the bedrooms, apart from the master bedroom,

would have to be quite large. However, we can compromise a bit if the property has someversatile space. We have a great flat screen home theatre and sound system, so would be

keen to see the property accommodating this equipment easily. Obviously we'd like to make

some money from the property, so we would like an area that has good growth potential."

Question 5

This couple have already researched finance and they have a budget of $820,000 to work

within. What price range will you select properties to show to the Cummings? Please explain

your answer.

Question 6

If you had a highly suitable property for sale at $855,000 would you show it to the Cummings?

How would you handle this scenario?

Question 7

Before you leave the office to inspect the properties with the Cummings, what basic

preparations would you undertake first? You should be able to raise at least 5 matters that you

would attend to first.

Question 8

One of the properties that you think is ideal for the Cummings is tenanted. Can you show it

today? Please explain your answer.

Question 9

Please describe how you would manage an escorted inspection of the property with the

buyers. You should describe where you would be positioned, what you would be alert to and

how you would manage the security of the client's property. You should be able to raise at least

3 relevant points.

Question 10

The Cummings appear to be very comfortable with the home for $855,000. They are

particularly taken with the great outdoor entertainment area. The home has very advanced

gardens with a terraced BBQ setting and has recently been renovated.

Draft a support statement to introduce a benefit about this feature. Your support statement

must relate back to the Cummings initial needs identified in Question 4.

Question 11

The Cummings agree with your comments. What would you do now? Draft a suitable question

to use in this situation.

Question 12

The Cummings respond that they like the home very much, but feel that it is slightly more than

they can afford and they are concerned that it will really extend their finances. They want to

know if there are cheaper properties offering similar features. What is happening here? How

would you respond to this comment? Explain your answer.

Question 13

You know that this is the ideal property for the Cummings and that there are no more

properties similar to it in a lower price range. How would you respond to the Cummings in this

situation? You are required to draft a closing statement that incorporates a summary of the

customers needs, the benefits of the property and requests a commitment to purchase.

Question 14

You have done your job well and the Cummings appear satisfied with your response. What will

you do now?

Question 15

The Cummings are ready to make an offer and ask you to explain how they should go about

this. You are required to explain the essential steps for making an offer to the seller, including

the payment of an initial deposit and any associated documentation that must be given to the

Cummings.