Diante dos Clientes não pense, e sobretudo não diga 7 Frases clássicas

What not to say
7 Phrases to Avoid with Clients
in

http://www.realtor.org/rmomag.nsf/pages/SalesCoach200611

Change your words and you’ll change your results. Here’s a list of weak phrases to stay away from, along with more powerful alternatives.

BY HOWARD BRINTON

Words are powerful things. When speaking with prospects, clients, and colleagues, your choice of words and phrases shapes their perception of you; it tells them if you can get the job done effectively and responsibly.

However, many people don’t realize they have a habit of using weak phrases that undermine their professional image. Some of these phrases are: “I should,” “I want,” “I need,” “I have to,” and “I don’t know.”

These phrases imply that you’re giving up control and accountability and are placing it on someone or something else. Consider using these more powerful phrases instead: “I am,” “I choose to,” “I can,” “I will find out,” and “I’ll create.” A subtle change in word choice puts you back in control and allows you to regain ownership of the outcome.

The next time you’re talking to a client, pause for a moment to listen to the language you’re using — are you subconsciously putting a negative spin on the situation and giving them a reason to doubt you? Or are you demonstrating that you can get the job done professionally and effectively?

Here are seven phrases that that can negatively affect the outcome of your conversations, along with some better alternatives. By paying close attention to the words you choose, you're taking control of your relationship with clients.

Phrase 1: “Here’s the Problem”

Your clients don’t want to hear about a problem associated with selling or buying their home; they’d rather know what you’re going to do to solve it. Instead, use words like challenge or opportunity. These words imply action, as in “Here’s our challenge — we need to fix up this house on a small budget! Let’s talk about where to start.”

Phrase 2: “I’ll Try”

This phrase is laden with doubt. It gives the impression that you’ve already concluded that you will not be able to help them. Instead, consider using I will. If you aren’t positive that you can deliver on the promise, explain what you’ll do to achieve the goal. Then provide a few paths you will take as an alternative approach, if necessary.

Phrase 3: “But”

This word is often an “I can’t” in disguise. For instance: “We’ll market your property at this price but I can’t guarantee it will sell.” Instead, use the word and, as in “I will market your property at this price for four weeks and if we don’t receive any offers, I’m going to ask you for a price adjustment.”

Phrase 4: “You Should”

This phrase kills marriages as well as sales. Down deep, you may want to say, “You should paint the exterior and remove all of these dead shrubs,” but instead consider ways to rephrase it so that you're creating a sense of empowerment. This is a better way to phrase it: “If we paint the exterior of the house and work a bit on the landscaping, we'll be in a better position to increase the asking price.”

Phrase 5: “You Have To”

As in, “You have to list at this price if you want to get any activity." Phrases such as this one often make people mad simply because it takes away their sense of control. Instead, say “You can position this property anywhere in the market that fits your needs, remembering that homes sell faster at one price compared with another.”

Phrase 6: “It’s Not My Fault”

This phrase is a quiet killer. Odds are good that you don’t say it out loud to your clients, but even when you think it they can hear you. If something goes wrong, forget whose fault it is. Instead, focus on a solution by affirming “I am in complete control of the outcome and responsible for what I do next.”

Phrase 7: “No Problem”

Sounds harmless, right? Not so fast. I’ve always believed that you should never answer someone’s request with “no problem.” It implies that the request could have been a problem, or that it was almost a problem. Indirectly, the phrase can evoke negative emotions, whether you meant it or not. Instead, try answering with a simple It’s my pleasure.

Simple But True

Some of these ideas may seem rather simple. The good news is, they are! It's really just a matter of understanding that the subtlest changes in your choice of words can produce the biggest wins. With a little practice, I'm confident that you will begin to see how a few subtle word changes can have a remarkable impact on your success.

Read More Sales Coach Columns

iProfs prepara uma tradução portuguesa do Código de Ética Profissional e das Normas de Conduta da NATIONAL ASSOCIATION OF REALTORS®. Entretanto, ...

Code of Ethics and Standards of Practice

of the NATIONAL ASSOCIATION OF REALTORS®

Effective January 1, 2007

Código de Ética Profesional y de Normas de Conducta de la Asociación Nacional de Agentes Inmobiliarios (National Association of Realtors^®)

En vigor a partir del 1 de enero de 2007

Where the word REALTORS® is used in this Code and Preamble, it shall

be deemed to include REALTOR-ASSOCIATE®s.

While the Code of Ethics establishes obligations that may be higher

than those mandated by law, in any instance where the Code of Ethics

and the law conflict, the obligations of the law must take precedence.

Toda vez que en el presente código y preámbulo se utilice la palabra REALTORS^®, este término incluirá a los asociados de los agentes inmobiliarios, REALTOR-ASSOCIATE^®s.

Si bien el Código de Ética Profesional establece obligaciones que podrían superar aquellas requeridas por la ley, en cualquier circunstancia en que el Código de Ética Profesional y la ley entraran en conflicto, prevalecerán las obligaciones establecidas por la ley.

Preamble

Under all is the land. Upon its wise utilization and widely allocated

ownership depend the survival and growth of free institutions and of our

civilization. REALTORS® should recognize that the interests of the nation

and its citizens require the highest and best use of the land and the

widest distribution of land ownership. They require the creation of

adequate housing, the building of functioning cities, the development

of productive industries and farms, and the preservation of a healthful

environment.

Such interests impose obligations beyond those of ordinary commerce.

They impose grave social responsibility and a patriotic duty to which

REALTORS® should dedicate themselves, and for which they should be

diligent in preparing themselves. REALTORS®, therefore, are zealous to

maintain and improve the standards of their calling and share with their

fellow REALTORS® a common responsibility for its integrity and honor.

In recognition and appreciation of their obligations to clients,

customers, the public, and each other, REALTORS® continuously strive to

become and remain informed on issues affecting real estate and, as

knowledgeable professionals, they willingly share the fruit of their

experience and study with others. They identify and take steps, through

enforcement of this Code of Ethics and by assisting appropriate

regulatory bodies, to eliminate practices which may damage the public

or which might discredit or bring dishonor to the real estate profession.

REALTORS® having direct personal knowledge of conduct that may

violate the Code of Ethics involving misappropriation of client or

customer funds or property, willful discrimination, or fraud resulting in

substantial economic harm, bring such matters to the attention of the

appropriate Board or Association of REALTORS®. (Amended 1/00)

Realizing that cooperation with other real estate professionals promotes

the best interests of those who utilize their services, REALTORS® urge

exclusive representation of clients; do not attempt to gain any unfair

advantage over their competitors; and they refrain from making

unsolicited comments about other practitioners. In instances where their

opinion is sought, or where REALTORS® believe that comment is

necessary, their opinion is offered in an objective, professional manner,

uninfluenced by any personal motivation or potential advantage or gain.

The term REALTOR® has come to connote competency, fairness, and

high integrity resulting from adherence to a lofty ideal of moral

conduct in business relations. No inducement of profit and no

instruction from clients ever can justify departure from this ideal.

In the interpretation of this obligation, REALTORS® can take no safer

guide than that which has been handed down through the centuries,

embodied in the Golden Rule, “Whatsoever ye would that others

should do to you, do ye even so to them.”

Accepting this standard as their own, REALTORS® pledge to observe its

spirit in all of their activities whether conducted personally, through

associates or others, or via technological means, and to conduct their

business in accordance with the tenets set forth below. (Amended 1/07)

Preámbulo...

La tierra es la base de todo. Del uso inteligente y la amplia distribución de la propiedad depende la supervivencia y el desarrollo de las instituciones libres y de nuestra civilización. Los agentes inmobiliarios REALTORS^® deben presumir que los intereses de la nación y sus ciudadanos requieren el mejor y más alto uso de la tierra y la más amplia distribución de la propiedad de la tierra. Estos intereses requieren la creación de vivienda adecuada, la construcción de ciudades funcionales, el desarrollo de industrias y de granjas productivas, y la conservación de un medio ambiente sano.

Intereses como los enumerados implican obligaciones que van más allá del comercio normal. Imponen una seria responsabilidad social y un deber patriótico a la cual deben consagrarse los agentes inmobiliarios REALTORS^® y para la que deben prepararse en forma diligente. Por esto los agentes inmobiliarios REALTORS^® deben esmerarse en mantener y mejorar las normas de la profesión y asumir junto con sus colegas la responsabilidad común por su integridad y respeto.

En reconocimiento y apreciación de las obligaciones que tienen con sus clientes y usuarios, el público y entre sí mismos, los agentes inmobiliarios REALTORS^® se esfuerzan continuamente por llegar a estar constantemente informados de todo lo relativo a los bienes inmuebles, y además, siendo profesionales competentes, comparten voluntariamente los frutos de su experiencia y estudios. Haciendo acatar este Código de Ética Profesional y colaborando con las entidades reguladoras correspondientes, identifican y toman las medidas necesarias para eliminar aquellas prácticas que pudieran perjudicar al público o que pudieran desacreditar o deshonrar a la profesión. Los REALTORS^®, al tener conocimiento directo de conductas que pudieran violar el Código de Ética Profesional y que involucrasen malversación de fondos o propiedades de clientes o usuarios, discriminación intencionada, o fraude que tenga como resultado un daño económico considerable, ponen tales hechos a disposición del correspondiente consejo o asociación de REALTORS^®. (Enmendado 1/00)

Como comprenden que la cooperación con otros profesionales del gremio inmobiliario estimula los intereses de aquéllos que utilizan sus servicios, los REALTORS^® instan la representación exclusiva de los clientes, no intentan aventajar de manera desleal a sus competidores, y se abstienen de hacer comentarios no solicitados sobre otros profesionales. En los casos en que se

solicite su opinión, o cuando los REALTORS^® creen que sus comentarios son necesarios, su opinión es expresada de manera objetiva y profesional, libre de la influencia de motivos personales o de ventajas o ganancias potenciales.

Hoy día, el término REALTOR^® es sinónimo de competencia, imparcialidad e integridad, resultado del apego a un elevado ideal de conducta moral en las relaciones comerciales. Ningún incentivo de ganancia ni instrucción alguna dada por un cliente, puede justificar el abandono de dicho ideal.

La mejor guía para los REALTORS^®, en la interpretación de esta obligación, es una que ha sido transmitida por siglos, condensada en la regla de oro: “Trata a tu prójimo como a ti mismo”.

Al aceptar esta norma como propia, los REALTORS^® se comprometen a respetar su espíritu en todas sus actividades, tanto si se realizan en persona, mediante asociados o terceros, o por medios tecnológicos, y a realizar sus negocios de acuerdo con los principios establecidos a continuación. (Enmendado 1/07)

Afiliação International REALTOR® - Benefícios e Deveres

National Association of REALTORS®

Afiliação International REALTOR®

Informações APENAS para Profissionais do Sector Imobiliário fora das fronteiras dos EUA

In

http://www.realtor.org/cipshome.nsf/pages/intl_membership?opendocument

Os Benefícios da Afiliação International REALTOR® compreendem:

Prestígio:

Afiliação individual na NAR e uso exclusivo do símbolo REALTOR, de marca registada, e da designação REALTOR. O símbolo é reconhecido e respeitado em todo o Mundo, só podendo ser usado por Membros da NAR.

Visibilidade:

Aumente a sua visibilidade e multiplique as suas oportunidades de cooperação e partilha na rede internacional mediante a inclusão do seu nome, endereço e contactos na Base de Dados online database Find a REALTOR®. Este Website é visitado anualmente por mais de 1 milhão de Utilizadores.

Informação:

Acesso exclusivo aos Portais destinados apenas a Membros em REALTOR.org , incluindo a Biblioteca Virtual NAR e um Directório de mais de 850.000 Membros. Receberá igualmente e-mails sobre notícias do Imobiliário.

Descontos:

Obtenha descontos nos Produtos e Serviços NAR por via do REALTOR Benefits(sm) program através de mais de 35 Empresas de renome mundial (alguns descontos são apenas acessíveis a Residentes nos EUA).

Iniciativas:

Receba informação sobre importantes Conferências e Exposições do Sector Imobiliário.

Os Candidatos à Afiliação International REALTOR® devem necessariamente cumprir com os requisitos seguintes:

· Ser Membro da Cooperating Association no seu próprio País, com a qual a NAR mantém um acordo de cooperação bilateral.

· Pagar uma Quota Anual de US$50 à NAR, de modo a manter a sua qualidade de Membro da National Association of REALTORS®.

· Não pode usar a designação de REALTOR® nem o símbolo de REALTOR® a menos que sejam Membros activos da Cooperating Association e da NAR mediante a adequada afiliação.

· Autorizar a NAR a utilizar toda a informação por si recebida, sobre ou relacionada com quaisquer produtos, programas ou serviços preparados ou apoiados pela NAR, incluindo directórios impressos ou electrónicos, e não só. Concordar que tal uso por parte da NAR não constitui qualquer violação do direito de privacidade previsto nos ordenamentos jurídicos locais, estaduais, federais/nacionais ou internacionais.

· Compreender que a NAR tem o direito de não renovar a Afiliação International REALTOR®

· Preencher integralmente e assinar o Formulário de Candidatura