Maintaining a human connection in your business is key, especially today when so many interactions take place virtually. Whether the buyer is out of town, staying socially distanced, or simply prefers it, requests for video correspondence and virtual tours are becoming more frequent. Fortunately, there are simple strategies that can make a virtual meeting feel personal, productive, and effective.

PREVIEW:

Important details to keep in mind

Regardless of whether it leads to meeting in person or virtually, the goal of the first call should always be to secure an appointment.

Best Practices

• Start the conversation with confidence by delivering a strong introduction and using the ALM framework.
• Put the buyer at ease by explaining touring options available to them.
• Guide the conversation with empathy to build a human connection.

What to Avoid

• Pushing buyers toward an in-person tour if they’re not comfortable.
• Feeling like you need to work out all the technological details on the first call – use this as a reason to follow up!
• Forgetting to schedule a time to connect next, either for the tour or other next steps.

Put a virtual twist on ALM

Start with a professional greeting

Hi [contact name]! This is [your name] with [brokerage]. I saw you inquired about 130 5th Ave. StreetEasy referred you to me, as I’m an Expert buyer’s representative and have done several deals in this [building/neighborhood].

Appointment

If a buyer is unable or has hesitations about viewing a home in person, reassure them that you can keep their search moving, whether in person or virtually. Your goal of scheduling an appointment with them should not change.

In-person request:

This is a great [apartment/building]. When would you like to go take a look at it?

Virtual request:

I’d be happy to send you a recorded video tour of that listing, or do a live video chat with you from the property so you can ask questions in real time. Which works best for you?