{"id":93480,"date":"2024-03-05T06:37:32","date_gmt":"2024-03-05T06:37:32","guid":{"rendered":"https:\/\/www.bayut.com\/agentportal\/?p=93480"},"modified":"2024-03-05T07:02:36","modified_gmt":"2024-03-05T07:02:36","slug":"phone-skills-for-admins","status":"publish","type":"post","link":"https:\/\/www.bayut.com\/agentportal\/phone-skills-for-admins\/","title":{"rendered":"Phone Skills For Admins"},"content":{"rendered":"\n<ul><li><a href=\"#inbound-calls\">Inbound Calls <\/a><\/li><li><a href=\"#tonality-tips\">Understanding Tonality <\/a><\/li><li><a href=\"#outbound-calls\">Outbound Calls <\/a><\/li><li><a href=\"#holds-and-transfers\">Holds And Transfers<\/a><\/li><li><a href=\"#dealing-with-clients\">Dealing With Difficult Clients<\/a><\/li><li><a href=\"#key-takeaways\">Key Takeaways<\/a><\/li><\/ul>\n\n\n\n<p>Having good phone skills is essential in real estate admin roles. But, how can you showcase your professionalism and offer good customer service through a phone call?<\/p>\n\n\n\n<p>We uncover all the secrets to making a good phone call in our &#8216;Phone Skills for Admins&#8217; session at Bayut Academy. In this session, we take a look at the key phone scenarios that admins deal with, including inbound calls, outbound calls, holds and transfers and dealing with difficult clients. Here are the highlights of this informative session. <\/p>\n\n\n\n<h2 id=\"inbound-calls\">Inbound Calls<\/h2>\n\n\n\n<p>To begin, think about the types of inbound calls that you receive as an admin. For most admins, it includes:<\/p>\n\n\n\n<ul><li>Inquiries for sale and rent<\/li><li>General inquiries about real estate or asking about making contact with an agent<\/li><li>Complaints. <\/li><\/ul>\n\n\n\n<p>As an admin, you are the first point of contact, so you are tasked with dealing with a number of different types of inbound calls.<\/p>\n\n\n\n<p>Let&#8217;s listen to a sample call:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-7-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p>Let\u2019s take a look at what we would do differently<\/p>\n\n\n\n<ul><li>Answer the phone professionally&nbsp;<\/li><li>Limit the use of sir and ma\u2019am<\/li><li>Sound less &#8216;robotic&#8217;<\/li><li>Offer help<\/li><\/ul>\n\n\n\n<p>Let\u2019s talk about using &#8216;miss&#8217;, &#8216;ma\u2019am&#8217; and &#8216;sir&#8217;<\/p>\n\n\n\n<p>While these terms are LOVELY, they are not universal in usage. And sometimes, overuse of these terms may:<\/p>\n\n\n\n<ul><li>Make people feel older than they are<\/li><li>Come across as cold (not personal) and robotic<\/li><li>Risk addressing someone with the wrong gender (some voices are hard to distinguish on the phone)<\/li><\/ul>\n\n\n\n<p>However, these terms are VERY NICE to use once or twice, once at the beginning of a call and once at the end when signing off.<\/p>\n\n\n\n<p>Think about this. If people are not using ma\u2019am and sir with you, limit using these words with them.<\/p>\n\n\n\n<p>Now, remember the call above? Let\u2019s listen to a second version of the same call.<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-12-2nd-Call-good.mp3\"><\/audio><\/figure>\n\n\n\n<p>Let\u2019s take a look at why this call is better.<\/p>\n\n\n\n<ul><li>Answers professionally<\/li><li>Uses phrases that show a helpful attitude, such as &#8216;<em>I can definitely help you with that<\/em>\u2026.&#8217; and &#8216;<em>However, I have some questions<\/em>\u2026.&#8217;<\/li><li>Sounds very helpful<\/li><li>Relays agent\u2019s name and phone number to the client<\/li><li>Uses better tonality<\/li><\/ul>\n\n\n\n<p>Here at Bayut, we would rank this call a 10!<\/p>\n\n\n\n<h2 id=\"tonality-tips\"><strong>What is Tonality?<\/strong><\/h2>\n\n\n\n<p>It is the way in which a person <strong><u>sounds<\/u><\/strong> when they are speaking. Your voice is your <strong>tool, <\/strong>so use it to communicate effectively.<\/p>\n\n\n\n<p>Tonality is about:<\/p>\n\n\n\n<ul><li>Pace: the speed at which you speak<\/li><li>Intonation: the ups and downs of your voice<\/li><li>Emphasis: the importance you give words<\/li><li>Pauses: making sure to include pauses to help make sure you are easily understood<\/li><\/ul>\n\n\n\n<p>Good tonality sounds sincere, while bad tonality sounds robotic and insincere<\/p>\n\n\n\n<p>Let\u2019s play a quick game: Which of the following two \u201cphrases\u201d is better?<\/p>\n\n\n\n<ul><li><strong>\u201cCan I have your good name, Sir \/ Ma\u2019am?\u201d<\/strong> versus <strong>\u201cMay I have your name, please?\u201d<\/strong><\/li><li><strong>\u201cUmm\u2026could I get your callback number?\u201d <\/strong>versus <strong>\u201cIs this the number you would like us to call you back on?\u201d<\/strong><\/li><li><strong>\u201cReference number, please?&#8221;<\/strong> versus <strong>&#8220;May I get the reference number of the listing? It\u2019s on the top right corner\u201d<\/strong><\/li><li><strong>\u201cHello&#8221;<\/strong> versus <strong>\u201cHello, this is Mary with ABC Properties\u201d<\/strong><\/li><\/ul>\n\n\n\n<p>Here are a few tips to improve your tonality:<\/p>\n\n\n\n<ol type=\"1\"><li>Slow down: make sure your pace is correct (even if you are nervous)<\/li><li>Smile: even if a client cannot see you, they can detect if you are smiling and happy or not.<\/li><li>Avoid repetitive words (&#8216;ma\u2019am, as per my system&#8217;, &#8216;can I get your name[, &#8216;can I get your email&#8217;, &#8216;can I get the reference number&#8217;)<\/li><li>Make sure you do not sound robotic. We sometimes can sound robotic when we get the same calls all day or are bored<\/li><li>Talk like you would with a friend. This is the best tone for on the phone, the relaxed and friendly tone we use with friends.<\/li><\/ol>\n\n\n\n<p>When clients call a real estate agency, they seek:<\/p>\n\n\n\n<ul><li>Information and help<\/li><li>Professional and friendly service.<\/li><\/ul>\n\n\n\n<p>So let\u2019s listen to a real call we have heard here at Bayut:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-24-3rd-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p>Has the client received any help here? Absolutely not!<\/p>\n\n\n\n<p>Think about how the client would feel being on the receiving end of this call. They would most likely feel like they have been added to a database, and that no one will call back. <\/p>\n\n\n\n<p>Here&#8217;s how we would improve the same call:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-25-4th-call.mp3\"><\/audio><\/figure>\n\n\n\n<p>To summarise, here&#8217;s Bayut&#8217;s steps to follow when it comes to inbound calls:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<ul><li>Identify yourself and your company&#8217;s name<\/li><li>Ask the caller for their name and use it <\/li><li>Listen without interrupting or talking over<\/li><li>Take notes and repeat the information<\/li><li>Be aware of your tone<\/li><\/ul>\n\n\n\n<h2 id=\"outbound-calls\">Outbound Calls<\/h2>\n\n\n\n<p>When do you make outbound calls?<\/p>\n\n\n\n<p>Outbound calls may include:<\/p>\n\n\n\n<ul><li>Following up with clients on behalf of an agent<\/li><li>Confirming appointments<\/li><li>Relaying a message (sometimes bad news, like an agent being late for a viewing)<\/li><\/ul>\n\n\n\n<p>What is the big difference between inbound and outbound calls?<\/p>\n\n\n\n<p>With inbound calls, the client is reaching out to you and is interested in talking to you at that moment. With outbound calls, your call is unexpected and you are likely interrupting that person. These calls are much more difficult than inbound calls.,<\/p>\n\n\n\n<p>Let\u2019s listen to a not-great outbound call.<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-38-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p><strong>What went wrong with the call?<\/strong><\/p>\n\n\n\n<ul><li>Did not identify themselves immediately.<\/li><li>Did not get straight to the point.<\/li><li>Did not use the clients\u2019 name (ma\u2019am is impersonal and doesn\u2019t catch one\u2019s attention)<\/li><li>Doesn\u2019t sound prepared or professional<\/li><li>The client has to ask, <strong><em>\u201cWho is this?\u201d <\/em><\/strong>and <strong><em>\u201cWhy are you calling?\u201d <\/em><\/strong>(never good on a call)<\/li><\/ul>\n\n\n\n<p>Let\u2019s compare this to a better version of a call:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-40-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p>Let&#8217;s discuss why this call is better<\/p>\n\n\n\n<ul><li>The <strong>identifies<\/strong> themselves<\/li><li>The caller shares the reason they called (<em>\u201cThe reason I am calling is\u2026.\u201d<\/em>)<\/li><li>The call is smoother and does not <strong>waste the clients\u2019 time<\/strong><\/li><\/ul>\n\n\n\n<p>At Bayut, we recommend a 4 step \u201cmodel\u201d for outbound calls.<\/p>\n\n\n\n<ul><li>Grab the client&#8217;s attention using their name <\/li><li>Identify yourself<\/li><li>State the purpose of your call<\/li><li>State if any action is required<\/li><\/ul>\n\n\n\n<p>For example: <\/p>\n\n\n\n<ul><li>Hello Caroline<\/li><li>This is Alfred from ABC Properties <\/li><li>The reason I am calling is _____<\/li><li>To confirm _____<\/li><\/ul>\n\n\n\n<p>Here&#8217;s a scenario for you to practice your outbound phone skills. How would you approach this call:<\/p>\n\n\n\n<p><em>Your agent, Fred, is rushing out of the office and realises he is running late for his viewing in Dubai Marina. He has asked you to call his client \u2013&nbsp; Francis Smith, to let them know.<\/em><\/p>\n\n\n\n<ul><li>Agent\u2019s name: Fred<\/li><li>Client\u2019s details: Francis \u2013 050-123-1234. The viewing is for an apartment in Ocean Heights at 03:00 pm. Fred has just left the office in Bur Dubai, It is 02:45 pm<\/li><\/ul>\n\n\n\n<p>Below, write what exactly you would say. Here is our recommendation<\/p>\n\n\n\n<p><em>\u201cHello Francis, this is Caroline with Bayut Properties, I am calling on behalf of your agent Fred. He is running 30 minutes late for the viewing and asked that I call and let you know. Will you still be able to meet him?\u201d<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img width=\"1024\" height=\"640\" src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24-1024x640.jpg\" alt=\"\" class=\"wp-image-93485\" srcset=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24-1024x640.jpg 1024w, https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24-300x188.jpg 300w, https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24-768x480.jpg 768w, https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24-640x400.jpg 640w, https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/02\/Phone-skills-for-admins-_-Body-29-2-24.jpg 1440w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 id=\"holds-and-transfers\">Holds and Transfers<\/h2>\n\n\n\n<p>Clients do not like being placed on hold. Why?<\/p>\n\n\n\n<ul><li>Frustrating<\/li><li>Uncertainty about wait time.<\/li><li>Unproductive when asked to repeat information<\/li><\/ul>\n\n\n\n<p>Let\u2019s listen to the type of &#8216;hold&#8217; call that clients generally dislike<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-57-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p>How would you rate this call? We would rate this call as a 1, because it is <strong>rude<\/strong>, <strong>abrupt<\/strong> and <strong>not at all professional<\/strong><\/p>\n\n\n\n<p>Let\u2019s take a look at the steps to follow to place a caller on hold: <\/p>\n\n\n\n<ul><li>Ask for permission<\/li><li>Set a hold time<\/li><li>Explain next steps<\/li><li>Check back with the client<\/li><\/ul>\n\n\n\n<p>It will sound like this: \u201c\u2026may I place your call on hold for a moment while I check to see if the listing agent is available to give you more information?\u2026\u201d<\/p>\n\n\n\n<h3>Warm Transfers<\/h3>\n\n\n\n<p>A warm transfer is when one employee answers a call and then transfers the call to someone else but passes on all relevant information so that the caller does not have to repeat themselves.<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Slide-65-Call.mp3\"><\/audio><\/figure>\n\n\n\n<p>How would you rate this call? Here at Bayut, we would rate this call a 10\/10.<\/p>\n\n\n\n<p>Here&#8217;s why we would rate this call a 10: <\/p>\n\n\n\n<ul><li>Phrases like <em>\u201cthank you for your call\u201d<\/em>, which showcases friendliness<\/li><li>Phrases like <em>\u201cLet me transfer you to Tom, our Springs specialist\u201d,<\/em> and<em> \u201cBut first, may I get your name, please?\u201d<\/em> shows the client that you&#8217;re ready to help<\/li><li>Phrases like <em>\u201cIt will only be a moment\u201d <\/em>sets a time expectation<\/li><\/ul>\n\n\n\n<p>The shares information about the client with the agent. The agent then addresses the client by name and knows what she is calling about. Overall, it is a professional call.<\/p>\n\n\n\n<p>The above call is a perfect warm transfer. Let\u2019s take a look at some of the benefits of a warm transfer.<\/p>\n\n\n\n<ul><li>Less frustration<\/li><li>More productive<\/li><li>The caller knows who they are being connected to.<\/li><\/ul>\n\n\n\n<h2 id=\"dealing-with-clients\"><strong>Dealing with Upset or Angry Clients<\/strong><\/h2>\n\n\n\n<p>Think about situations where you have to deal with angry clients. This could be because they were not called back, did not receive the correct information or have a complaint of some sort.<\/p>\n\n\n\n<p>Let\u2019s listen to an example:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Upset-Client-bad.mp3\"><\/audio><\/figure>\n\n\n\n<p><strong>Let\u2019s break this down: Client perspective<\/strong><\/p>\n\n\n\n<ul><li>The client says, <em>\u201cI am so frustrated I can\u2019t get anyone to call me back\u201d<\/em><\/li><li>The admin says, <em>\u201cCan I get your name and property number?\u201d<\/em><\/li><\/ul>\n\n\n\n<p>What could the admin have done differently?<\/p>\n\n\n\n<p><em>\u201cI am sorry; tell me, what is going on?\u201d<\/em><\/p>\n\n\n\n<p>Does anyone believe, <em>\u201cI promise this time the agent will call you back?\u201d<\/em><\/p>\n\n\n\n<p>As an admin, it is awful to have to be on the receiving end of phone calls such as this. The admin, in this case, is likely:<\/p>\n\n\n\n<ul><li>Anxious and unsettled<\/li><li>Thinking, \u201cthis is not my fault\u201d<\/li><li>Not enjoying their job<\/li><li>Often clueless as to what to do<\/li><\/ul>\n\n\n\n<p>Let\u2019s listen to an example of how to handle this type of call:<\/p>\n\n\n\n<figure class=\"wp-block-audio\"><audio controls src=\"https:\/\/www.bayut.com\/agentportal\/wp-content\/uploads\/2024\/03\/Upset-Client-good.mp3\"><\/audio><\/figure>\n\n\n\n<p>Let\u2019s highlight the phrases that worked in this call:<\/p>\n\n\n\n<ul><li><em>I get your frustration\u201d<\/em><\/li><li>Encourages the client to talk with phrases like, <em>\u201cI am so sorry, tell me what is going on?\u201d<\/em>, <em>\u201cLet me tell you what I am going to do\u201d<\/em><\/li><li>Let\u2019s talk about her tone<\/li><li><em>\u201cI hate to ask\u2026\u201d (<\/em>when asking about property again)<\/li><li><em>\u201cYou are my priority and I will call in an hour to follow up\u201d<\/em><\/li><\/ul>\n\n\n\n<p>To summarise, here are the steps to dealing&nbsp; with angry\/frustrated clients<\/p>\n\n\n\n<ul><li><strong>Acknowledge<\/strong><\/li><li>Be <strong>calm<\/strong><\/li><li>Shut up, and <strong>listen<\/strong><\/li><li>Show <strong>understanding<\/strong> and <strong>support<\/strong><\/li><li>Watch your <strong>tone<\/strong><\/li><li>Have a plan to <strong>follow through<\/strong><\/li><\/ul>\n\n\n\n<p>Okay, let\u2019s play another quick game. Which of the following would you say?<\/p>\n\n\n\n<ul><li><strong><em>\u201cSir\/Madam, calm down first and let me ask you some questions about the issue?<\/em>&#8220;<\/strong>, versus <strong><em>\u201cI understand your frustration, I\u2019m sure I\u2019d feel the same way. Can I ask you a few questions so we can get this resolved?\u201d<\/em><\/strong><\/li><li><strong><em>\u201cWhat is the problem?\u201d<\/em><\/strong> versus <strong><em>\u201cI\u2019m very sorry to hear that. Can you tell me exactly what happened so I can help?\u201d<\/em><\/strong><\/li><li><strong><em>&nbsp;\u201cSorry, but it\u2019s not my fault!\u201d<\/em><\/strong> versus <strong><em>\u201cI completely understand. Let me tell you what I can do for you&#8230;\u201d<\/em><\/strong><\/li><\/ul>\n\n\n\n<h2 id=\"key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul><li><strong>Inbound Calls<\/strong>: Answer professionally, limit the use of ma\u2019am\/sir, limit holds and use warm transfers<\/li><li><strong>Outbound Calls:<\/strong> Use the client\u2019s name, identify yourself, and share the reason for your call<\/li><li><strong>Dealing with upset\/angry clients<\/strong>: Allow them to vent, apologise, and tell them what you can do. <\/li><\/ul>\n\n\n\n<p>Improve your phone skills and learn helpful tips for admins by registering for the next Phone Skills for Admins session by Bayut Academy. You can also listen to real calls recreated by our team and learn how they&#8217;ve been improved in our <a href=\"https:\/\/www.bayut.com\/agentportal\/calls-from-the-vault-admin-tips\/\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"noreferrer noopener\">Calls From The Vault<\/a> series.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dive into the highlights of our session at Bayut Academy, where we share useful tips for real estate admins to improve phone calls. <\/p>\n","protected":false},"author":7,"featured_media":93483,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[381],"tags":[483,567,405,420],"category_group":[],"yst_prominent_words":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v14.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Phone Skills For Admins | Bayut Academy<\/title>\n<meta name=\"description\" content=\"Dive into 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