Como se Comunicar Melhor com o Cliente na Venda de Imóveis

[00:00:01][music] [music] Hello everyone, welcome to another episode of PODEC from the School of Technical and Professional Training. I am Professor Arabela, and today we are going to talk about a topic that is essential for anyone who works or wants to work in the real estate market: communication. And for this chat we will be joined by Professor Rafael, a professor at UNIINER and also in the field of communication. Professor, welcome. I would like to thank you for accepting the invitation.

[00:00:55]Hey guys. Good afternoon. Good afternoon, professor. All good? It froze up for a bit here, but it's back to normal now.

[00:01:01]Are you listening to me? Is everything alright with my audio?

[00:01:04]All very well.

[00:01:08]Wonder. It's a pleasure to be here with you all, so we can talk a little bit about the importance of communication in real estate sales, right? This is a crucial topic for anyone looking to work in real estate, right? As a broker, as a female broker. In a little while we'll understand what this means in practical terms, right, professor?

[00:01:28]Exactly, professor. To begin, I would like the professor to tell us a little about his background and his experience with communication.

[00:01:53]Professor, that's right.

[00:02:06]So, to begin, the professor will talk a little about his journey and his experience with communication and why it's so important, right?

[00:02:27]Professor, I think it worked, it just froze a little.

[00:02:31]Just a moment, everyone, we'll be right back.

[00:02:39]So, when we think about the profession of real estate agent, we usually imagine someone who understands the market and properties very well, but the big difference in practice is the relationship with the client. It's about how the broker will communicate, how they will convey the message.

[00:03:03][snoring] Ah, then Professor Rafael will explain a little bit to us about communication, and why it's so important for a real estate agent.

[00:03:15]In fact, it's a tool, the main tool with the client, right, for you to close the deal, for you to acquire clients.

[00:03:31]Just one more moment.

[00:03:45][snoring] Professor, hi. I went back. I had a little lag here, but I'm back now. Can you hear me? Yes yes. Now yes. It worked then, professor, I would like the professor to... Let's go.

[00:04:05]Great. I would like the professor to share with us a little about his career path and his experience with communication.

[00:04:15]Legal. Well, folks, I'm Professor Rafael Moroz, right?

[00:04:38]I think it's frozen again, professor.

[00:05:02]Just one more moment, everyone. We 're already getting things sorted out here.

[00:05:17]You can also comment in the chat, guys, about the course you're taking at Uninter.

[00:05:23]Or would you like to do it if it's a technical course?

[00:05:36]Hey everyone, can you hear me?

[00:05:38]Yes, yes, it worked. That's it. Let's go, shall we? Let's see if it works now. Well, folks, as I was saying, I've been a professor here at UNIER for a few years now, right? I'm connected to the school of management, communication, and business, right? My initial training is in journalism, so I worked in journalism for a few years in media outlets, then I started working in marketing, corporate communications, and I also studied psychology, right? So I left journalism school and immediately went into psychology, because I've always been interested in this issue of human behavior, you know? So, I've always wanted to better understand consumer behavior, the issue of the neurological aspects linked to consumption, you know. So, I've already graduated in journalism and started with a second degree in psychology, right?

[00:06:28]I work as a psychologist, so I'm a clinical psychologist, an educational psychologist, and I also work with career mentoring, right? So there's a career path there focused on three main areas, right? Which are communication, psychology, and education. So, I have over 15 years of experience in communication and some years of experience as a psychologist and university professor, because I also have a master's degree in communication and I intend to pursue a doctorate in that area, specifically focused on digital communication.

[00:07:03]That's great, professor. I, personally, greatly admire both the fields of psychology and communication, and they make a lot of sense together, right?

[00:07:15]Yes, because communication involves human beings, right? And when we talk about human beings, that's where psychology really comes in, [laughs], right? So, to better understand people, to communicate better with people, psychology helps a lot, right? So it's a fascinating area, I really enjoy it.

[00:07:31]Exactly. Yes, professor. Now, delving a little into the real estate market, when we think about the profession of real estate agent, we usually imagine someone who knows the market and properties very well, but we know that in practice what really makes all the difference is the relationship with the client.

[00:07:56]I would like the professor to talk a little about why communication is one of the most important skills for a real estate agent.

[00:08:05]That's right, Arabela, isn't it? And not just for our area, right? Not just for the real estate transaction area, but for the entire area, right? So, the service sector requires this kind of essential communication, right? Communication skills are essential, right? Because in addition to having a well-done, well-executed service, communication needs to be effective, right?

[00:08:28]And when we talk about communication, we're talking about speaking and being understood, right? To write and be understood. We talk about agility, we talk about empathy, right? Right?

[00:08:42]That's something that's talked about a lot, right? It's much discussed, but in practice it sometimes leaves something to be desired, right? We talk about otherness.

[00:08:51]So communication will be a reflection of all of that, right? Speaking well, writing well, and being quick-witted are all important, right? To have empathy and to have authority. So I think those are the pillars that will really be essential for us to have good communication. And that applies to everything, right? This applies to the marketing field, and it applies to the service sector, right? This also applies to product sales, right? So, it really is an essential skill that needs to be practiced, right? Some people find communication easy, something that flows, but not everyone does, right? For some people, it's more difficult, for example, to write well, right? It's harder for others to speak well of others, isn't it? I've always been a very good writer, but speaking has been difficult for me, you know? Because I was a little shy, you know? It was during my first degree, but then I realized this and started practicing, you know? So, for those who don't find communication to be something that flows easily or comes naturally, they can practice, right?

[00:09:53]Sure, right?

[00:10:02]I think it froze a little.

[00:10:06]Exactly, professor. That's right. And communication is a skill, and you always need to be practicing it, right? You are not born knowing how to communicate, you learn it as you go.

[00:10:24]Professor, uh, how are you listening to me?

[00:10:27]Hi. Now that's better.

[00:10:32]Eh, in what way was it going to happen to me, but I think already... Ah, yes.

[00:10:38]He's back, he's back. I think things are back to normal now.

[00:10:43]Oh, cool. Professor, I mentioned that communication is a skill and it always needs to be improved.

[00:10:51]So, you always need to be training, right, seeking out training, improving communication, you know, in what way does communication impact, in what way does communication influence closing a deal? Does communication really make a difference when the client is deciding whether or not to close the deal?

[00:11:20]Look, for sure, right? I would say, folks, that communication is essential in every stage of the sales process, right? So, right from the start, when the real estate agent gets in touch to clarify doubts and better understand the buyer's profile, communication is essential. If the broker is already unfriendly, right? If he doesn't ask appropriate questions, right? If he takes a long time to respond, he might lose the opportunity to make a sale, right?

[00:11:57]So, it's essential right from the first stage.

[00:11:59]Then, when the process continues, when the client goes to visit the property, that same efficiency needs to happen, right? The real estate agent, after meeting the potential client in person, needs to understand the needs of that potential client, their profile, their family structure, what they want, what they are looking for in a property. So empathy ends up being more important, right? To put yourself in someone else's shoes, to try to understand what their needs are, right? Closing the sale is also essential.

[00:12:36]right? Because agility needs to remain present, right? And then there are the bureaucratic processes involved in the sale, right?

[00:12:45]So, the person, right? Well, it's about the payment, right? The issue of drafting the contract, right? It's something quite complex that involves several issues, right? That involves a high value, does n't it? Financial, which sometimes the client keeps for their entire life, right? To use when buying a property, often your first property, right? So, you see how communication permeates the entire process, right? From the very beginning, when the broker makes contact to discuss the sale, then when the viewings begin, and finally to closing the sale, right? To finalize the sale there, dealing with the bureaucratic issues, financing, tax payments, contract preparation, deed preparation, right? So, it really is essential. Well, communication will permeate the entire process and also the after-sales service, right, Arabela? Because after we buy a property, we also have doubts, right?

[00:13:46]Sometimes a problem arises, and you 'll contact the broker to clear up any doubts, right?

[00:13:52]Sometimes, regarding the deed, there might suddenly be some problem at the land registry, which is a process that will be the final step, right? After we draw up and sign the deed, we 'll have the property registered to have everything ready, right? So, sometimes there might be doubts, and we'll contact the broker to clear up those doubts, right? So, communication really permeates the entire process, right? It's no use understanding the property, it's no use understanding the construction company if you don't communicate well, right? that all stages actually involve communication.

[00:14:30]Yes, taking that as a starting point, professor, regarding communication, the service doesn't always go perfectly. Sometimes mistakes happen, some detail goes wrong, and that detail ends up driving the client away; they end up not buying, or they keep postponing it for another day, or they end up switching brokers.

[00:14:51]Well, a very common example is when the real estate agent starts using a lot of technical terms, and the client isn't familiar with those terms. The agent starts bringing up many technical topics, and then the client is like, "Wait a minute, I don't understand," which creates some confusion, right? And sometimes there's also the issue of the real estate agent being too excited about the sale to show the property, you know? And he gets a little anxious and ends up speeding up his speech and ends up talking a lot, and the client just listens, listens, listens, and there's no moment when he takes a break and starts talking and asking questions himself. These are some simple, common mistakes that end up driving customers away. What are the most common mistakes within these examples, and what are other examples that also exist? Well, those things happen during customer service.

[00:15:53]Look, you mentioned a very common mistake, right? Which is talking a lot and not listening, right? I think there's a right time to listen, right? I think the right time to listen is at the beginning of the process. Of course, this will permeate the entire process, right? But especially at the beginning of the process there, right? Right at the beginning of the sales process, the broker needs to understand what the client's needs are, right? So, what is he looking for, what does he want, who is he, right? What kind of client is that? Whether you are a more detail-oriented or less detail-oriented customer. I, for example, as a customer, am extremely detail-oriented, right? So I'm going to ask about details of the construction, details of the building, details of the apartment, and of course, the real estate agent needs to answer with technical expertise and speed, right? So understanding the profile of the person behind the scenes is essential, right? So, at the beginning of the process, listening is even more important, right? And so I think that's the first, the first difficulty, right? The ability to listen, right? This active listening is about truly hearing and understanding who the customer is, right? And the second mistake, Arabela, is really one of those mistakes that, unfortunately, is very common in Brazil, okay? In the service industry, unfortunately, it's very common for delays in response and lack of agility to ruin any sale, any sale at all, folks.

[00:17:20]So, we have to know how to listen, we have to know how to communicate well, and we have to respond quickly, right? So, the broker needs to have this agility in communication, both to answer questions, and to really clarify issues, respond to information, prepare documents, and be available so that the client feels heard, welcomed, and supported. Because if you take too long to respond today, with the competitiveness we have, with the diverse offers of properties, construction companies, and real estate agencies that we have, what does the buyer or potential buyer do with this delay?

[00:18:05]He's going to another real estate agency, right?

[00:18:07]So sometimes we can lose a really good, substantial sale if we take too long to respond, right? So agility is key, right? Whether it's in person to schedule a visit, or via WhatsApp, which is the main channel these days, right?

[00:18:24]We see so much of it on social media, right?

[00:18:26]On Instagram, there are properties, videos of some properties, and if you click on them, you'll go straight to their WhatsApp channel, right?

[00:18:34]So you want a quick answer, right?

[00:18:36]Everything is so fast-paced these days, isn't it?

[00:18:39]Precisely because we are in the digital age, which is a historical moment marked by this speed of communication, right?

[00:18:47]Well, that was caused by the issue of wireless internet, right? So, clients expect this speed and efficiency, and the broker needs to deliver. Otherwise, he loses a large part of his purchase.

[00:19:05]Yes, exactly, exactly, professor.

[00:19:08]Very interesting, isn't it? Social media is a work tool for real estate agents today, right?

[00:19:15]Because many clients end up reaching the real estate agent, as the professor mentioned, through WhatsApp, Instagram, and although phone calls aren't as common these days, they're also an option, right? And real estate portals as well, meaning that when a client is looking for a property, they start searching, they look for real estate agents, and they find them through these channels.

[00:19:47]When a client is looking for a property, what happens? He's not just going to message one real estate agent, from real estate agencies. He's sending the same message to several real estate agents.

[00:20:00]So, what's crucial in that first moment, when the broker responds to the client, for example via WhatsApp, those first few minutes that they spend responding to the client are crucial, because the broker needs to know what they're going to say, as the professor mentioned, it's about the delay in responding. Or when the broker finally responds to the client, the client sent a message saying they're interested and the broker replies, "Available," or there's that question, "Hi, how are you?" So, it's a question of objectivity, uh, those crucial minutes when the client is looking. Professor, what is the key difference in communication that a real estate agent should have when a client is looking for tools on social media?

[00:20:56]I think the first one, right, was the one we talked about, the one we've been talking about, which is agility.

[00:21:00]For sure.

[00:21:01]Yes.

[00:21:01]And the second, uh, the second pillar, I would say, is being very well informed, being very well informed technically, right? Having the necessary information about the property there, right? And the third one, Arabela, I think it's really about knowing how to communicate well, right? Knowing how to write well, right? Having good communication skills is a cool technique, right?

[00:21:27]Being able to express yourself through both text and audio, right? In a verbal way, right? Looking presentable, right? So you're there wearing appropriate clothing, right?

[00:21:39]Yeah, sure, without exaggerating, right? You don't need to be super social either, right? But there you are, suddenly wearing something nicer, right?

[00:21:45]A little more social, a little more, right, appropriate for presenting the fundamental property, which makes all the difference, right?

[00:21:54]I think the teacher definitely cares.

[00:21:59]The teacher is back. I'll just be a moment, professor. I'll be right back.

[00:22:10]My screen is black, I don't know if you're back. Okay, I'm listening to you, but I'm listening. Meanwhile, I'm going to grab a coffee, everyone. A cup of coffee encourages communication, right? At least for me. So, [laughs] everything alright, are you listening to me, professor?

[00:22:35]Hi. You're back.

[00:22:45]We have several students here, right, from what I 'm seeing. While the teacher isn't here yet, I'm going to take a look at our chat.

[00:22:52]Karine is with us. Look how cool!

[00:22:54]Eliana Fernanda, Sheila, I think it's Professor Sheila, right, from the marketing course, right? I think it's her, right?

[00:23:01]Sheila Costa, Sanoli, Karine. Awesome! Guys, if you have any questions, feel free to ask, okay?

[00:23:10]While the teacher isn't here yet, I can answer your main questions, right?

[00:23:17]Hi. It worked.

[00:23:19]Regarding communication as a tool, right, for selling furniture.

[00:23:27]Also, guys, the pro said something really important. These days, where do we look for properties? We search for properties on social media, right?

[00:23:40]We don't search for properties, they come to us, right? So we're looking at things on Instagram, and suddenly something comes to us, right? We are influenced by videos, by advertisements, right? Today, we 're not the ones who go looking for things, are we? It's the announcement that comes to us, that impacts us, right?

[00:23:56]So Instagram, I'd say it's the main communication channel for us to find out about a property, right?

[00:24:04]So we see an attractive video there, you know, of a nice property. That's already eye- catching, isn't it? So, in the second contact, generally speaking, I realize that the people in the real estate transactions area are quick, right?

[00:24:27]Well, several times when I contacted them regarding a property, some of the representatives were very quick to respond, both through WhatsApp and direct messages.

[00:24:38]So I realize that this agility happens a lot, right? It's a really cool thing in the area of ​​real estate transfers, but it has to go through the whole process, right? So it's no use being in the first contact, it's important that the professional continues, you know, that I get interested and then I ask some questions initially via WhatsApp, it has to stay that way, right?

[00:25:09][snoring] So, to schedule the visits, right?

[00:25:17]Hey professor.

[00:26:01]Then we have the drafting of the deed, which is also a document with many, in many cases.

[00:26:18]And then after the deed is signed, we have the property registration, which is the final step in the whole process, right?

[00:26:25]So you see how communication is everywhere, right? So what really makes the difference?

[00:26:35]Hi, did it work? Can you hear me? A real estate broker is a brokerage firm that is agile and available to answer questions, during the day, at night, and on weekends; brokers tend to work more on weekends. Why? Because people tend to have more availability to visit properties during the weekend.

[00:26:58]So, people work during the week and end up, you know, also to clear up any doubts.

[00:27:05]So, the broker, the brokerage firm, needs to be available to answer questions, including on weekends, right?

[00:27:12]So, you see how fundamental this process really is, right?

[00:27:20]And that's why in your course, in your technical course, we have subjects focused on communication. This skill is something that is developed. Are you listening to me?

[00:27:44]Hey professor.

[00:27:50]Hi.

[00:27:55]Hi. I'm listening. I was chatting with the guys here while that was happening.

[00:28:21]Hi, Professor. Everyone, can you hear me?

[00:29:00]Just give me some feedback so I know.

[00:29:05]Hi, please. It worked out.

[00:29:09]The teacher, she's falling here.

[00:29:12]Let's return to our debate.

[00:29:20]Can you hear me?

[00:29:27]Oh, cool, cool. Wonder. Great. It worked out. [laughter] Hi, professor.

[00:29:40]Hi, professor. All good?

[00:29:41]That's great, professor. There are some falls happening around here. He's back already.

[00:29:44]Pea. Sorry. [laughter] The system is unstable.

[00:29:47]Sometimes things happen, right, folks?

[00:29:49]Subject. There's a way to fix this.

[00:29:51]It happens. Professor, I would like to comment on, or bring up, an interesting case or situation from a broker's experience.

[00:30:02]Hey, what happened? The client approached the real estate agent and began to explain what he wanted, and the agent understood that he wanted a penthouse, because the client explicitly stated that he wanted a penthouse.

[00:30:19]Then the real estate agent started showing the penthouse, the visits began, but the agent realized that what the client wanted wasn't a penthouse, but a house, a better quality of life.

[00:30:36]So, we can see the importance of the broker listening, not only listening to what the client says, but investigating and understanding the client's needs.

[00:30:49]Professor, how do I ask the right questions at this time?

[00:31:02]Professor, I just didn't hear your question here, it kind of froze. Can you repeat that? I wasn't able to. I couldn't hear you.

[00:31:09]So, how does the broker ask the right questions to understand the client's real needs?

[00:31:19]Oh, cool. So, the first intention, the first attitude, is really to be willing to listen, right? So, it 's about introducing yourself to the client, right? It's about understanding what he's looking for, right? So, what is the customer looking for, right? Is he looking for a house? I wonder if he's looking for an apartment, right? Will he live alone? Will she live alone? It's for a family, right? What's the customer's lifestyle like, right? The question about lifestyle is fundamental, isn't it? What are your preferences regarding the property, right?

[00:31:56]If it's a property in a specific location, right? Is it a property just for him, as I said, or for more people, right? If he... another question, right? Whether he intends to pay the condo fees or not, right? If he's looking for a furnished property there, or if he wants one, right? Suddenly buying a new property there to do, you know, all the work of furnishing, decorating, and renovations, right? So these are questions that primarily concern the client's lifestyle, right? And secondly, regarding purchase intentions, right? What he wants, what he wants, what he doesn't want. And if the broker, the brokerage firm, is willing to listen, the client will talk, right? So the customer gives in, right?

[00:32:46]We talk, and if we're listened to, we really do talk, right? Because it feels good to be heard. So, the more we are listened to, the more we speak, the more information we give, right? So, if the broker is friendly, they're empathetic, right? Ask the right questions there, okay? If you want to really get to know us, it's going to be very simple, very easy, right?

[00:33:08]So, I would say that those are questions, mainly related to lifestyle and purchase intent, right? What does that person want with that property?

[00:33:20]And the broker, understanding the client's needs, creates that security, instills confidence in the client, and the client feels safe and sees what the broker understood, what their real need was, right, professor?

[00:33:40]Now [snoring] I'm going to bring up another interesting case as well, uh, about a visit.

[00:33:45]Certainty is also an experience, and that of a real estate agent.

[00:33:50]The real estate agent was assisting, you know, showing a property to a couple. Then he started the consultation and he focused only on the wife and began to explain about the property, show the property and left the husband aside, totally ignored the husband.

[00:34:11]And what was going through the broker's head? What was he thinking? He thought, "If they're married, and in his head, you know, he deduced, ' The woman is the one in charge at home.'" So, if I convince his wife to buy the property, she will convince her husband, and I'll close the deal. But that's not quite what happened. What happened?

[00:34:35]The husband felt uncomfortable and asked to change real estate agents. At that point, a second broker took over the sale, provided service to the couple, not just focusing on one person, and ended up closing the deal. And the other broker, you know, was just left not understanding why.

[00:34:55]Professor, [laughs] what, you lost. What can we learn from that experience about communication? Look, right? Yeah, it's really something basic, but it 's sometimes difficult, isn't it? So, if it's a couple, right? Both of them, right? They need to be heard, right? So, sometimes we find certain things, right? Without listening, without understanding the dynamics of the couple, right?

[00:35:26]So this broker, hypothetically, deduced that the woman would be the main figure there, the decisive figure to close the sale, to convince the husband and close the sale, right? Sometimes it's the husband, right? Often it's both, right? They talk, they have a dialogue there to decide together, right? So the mistake really lay in that flawed deduction, right? To think that the woman wants to influence her husband and focus only on herself, right? So, if it's the couple, let's hear from both of them, right? Let's get them both to talk, shall we? Hey guys, it's really simple, right? If you go on a viewing with a couple, if the real estate agent goes on a viewing with a couple, they're going to hear that couple talking, right? The couple will talk, and then the real estate agent will be paying attention, right? A good real estate agent will pay attention to the details, right? Wow, they talk like that, don't they? The couple, right? What does the woman focus on?

[00:36:22]Is it that women are more detail-oriented and men are more general? It has a more general view, could it be the opposite?

[00:36:27]So, often the real estate agent, just by listening to the couple's dynamic, already picks up a lot of details, a lot of information, right?

[00:36:35]So I always say, in order to communicate well, we have to listen well, be willing to listen, have the patience to listen, right? So, if you 're with a couple, the couple will give you a lot of information, and then you'll listen to that information and offer other information, you'll ask other questions, right? So I would say that if it's a couple, let's listen to that couple and try to bring information to both of them, you know, to one and the other, right?

[00:37:07]So that really is the secret. I would say that it's about paying attention to the information from both of them and taking into account their profiles, right?

[00:37:20]Yeah, why not exclude one, right?

[00:37:22]Often what we assume isn't what actually happens, right? For example, I think that's what differentiates active listening. Exactly. That's what differentiates normal listening from active listening, right?

[00:37:36]Listening is really about paying attention, right? It's about speaking after you've listened attentively, right? And you listen to all parties involved, right?

[00:37:45]Yes. And within that context, within that experience, we also have the issue that it's not just a couple, right?

[00:37:55]Well, a family is going to buy a property. And what often happens is, let's say, the haters, as they call them, when they're visiting the house, a cousin or nephew will say: "Oh, because you have to change this flooring or, oh, no, this doesn't look good." How do you deal with this, how does the broker handle this situation? Does he completely ignore this person, or what should the broker's behavior be?

[00:38:25][laughs] That's a really good question, isn't it? Because I identify with that, you know? I'm very detail-oriented, aren't I? So I see things there, I start pointing to the corrector, and I start asking question after question, right? So the broker has to be tactful in order to clear up doubts, right?

[00:38:43]So a good real estate agent is also one who points out solutions, right? So if there's a problem with the floor, he 'll check it out, right? right? You'll check with the construction company, you'll check with the property owner, right? You'll often be recommending service providers, right? That makes a big difference, guys, right? A well-connected broker is a broker who has a significant advantage, right?

[00:39:13]Sometimes the client himself, [clearing throat] the potential client himself, he's going to ask, right? So, it's up to the real estate agent to have that flexibility and be well-connected to know how to point out paths, because a property is something extremely important, an extremely important purchase, right? As I mentioned at the beginning of the live stream, many people save money, their entire life savings, to buy a property, their first property, for example, right? So it's an extremely important, expensive, and significant purchase, right? So, you can't be too careful. So you have to be well-informed, you have to know how to point out solutions, you have to know people to recommend, right?

[00:39:59]Because sometimes, if you, the broker, don't know people there to recommend, the potential client will look for another broker who is better, more well- connected, and who will recommend better solutions than the other, right? So it really is a person who has to do an excellent job both technically and in terms of communication, right? And to be very well- connected, to know people there to recommend, to know people to get things done, because it's a purchase, as I said, extremely important, expensive, that involves other smaller purchases, right, decoration, furniture, uh, repairs, right?

[00:40:40]We also have clients who are more detail-oriented, who often want to conduct an inspection of the property, right?

[00:40:48]So, what's it going to be like? right? The broker needs to be tactful enough to allow this, to communicate with a professional who will be conducting the inspection, with an engineer, right? So, look at all those technical and interpersonal skills, right, professor?

[00:41:04]Yes definitely. An endless array of skills, right?

[00:41:07]Lots of.

[00:41:09]Speaking a little bit now about body language, uh, communication happens verbally, but what about nonverbal language, right? How does the broker communicate? He has to pay attention not only to the client, but also to himself, to the message he's conveying, right? In that sense, professor, I'd like you to talk a little bit about how nonverbal communication, body language, impacts customer service. That's great, right? So, as I said at the beginning, we need to have good communication in the text, you know? And verbal and nonverbal communication come into play here, right? So you're looking pretty presentable, right? Wear appropriate clothing there, right? To make the visits, right? Kindness helps a lot, right?

[00:42:05]So, being nice, being kind, really being empathetic, right?

[00:42:09]To show that empathy, right? So that 's fundamental too, right? You also need a good presentation for recording videos, right? So, today we know that a real estate agent needs to be a kind of presenter as well, right? Why?

[00:42:28]Because, as I mentioned earlier in my speech, today we are heavily influenced by videos on Instagram, right?

[00:42:38]And often those videos about properties have the real estate agent presenting the rooms, the spaces, right? So the real estate agent needs to know how to present themselves, how to speak, and how to behave in front of a camera, right? You need to know about that, right? Well, you have to have the right gestures, right? A gesture that is empathetic, that is, you know?

[00:43:03]Yeah, that's really quite welcoming, isn't it?

[00:43:07]Not only on video, but in person as well. So, it's really important to work on the issue of nonverbal language, especially through appearance, right? That's because, professor, the issue of posture in videos is something we can practice, right?

[00:43:23]So, you do it once, it's not good, you do it a second time, and it starts to get better. So you keep doing it, and you keep improving, right? So it's difficult, as long as you practice, right?

[00:43:36]Well, I even recently got in touch with a real estate agent, an agent who sold a property I owned, you know? And I noticed that in the beginning, you know, she worked very well, always very empathetic, very friendly, super efficient. Well, I noticed that she didn't appear in that real estate agency's videos, right?

[00:43:55]And then one day I asked her: "Hey, but why don't you appear in the videos?" Then she told me that she was shy, and I said, "No, but keep practicing."

[00:44:06]Keep practicing and you'll overcome your shyness. And she started recording the videos, right? And today I see that she 's dominating, right? So today she records all the videos for the properties she represents, right? And she's super shy, but she managed to work on that shyness, overcome that barrier to become a better professional, a more complete professional, right? And of course, with the empathy she has, which is enormous, with the kindness she has, well, that really adds even more, doesn't it? Because she's appearing in videos these days, she's definitely in much more demand, right? So I was super happy for her, because often, guys, that's a barrier that we're afraid of, right?

[00:44:44]And fear ends up paralyzing you. Don't let fear paralyze you, okay? Do it, even if you're scared, and you'll improve, right?

[00:44:51]So, really, overcoming that fear of appearing on camera is increasingly important, especially since video is the main advertising tool when we talk about real estate today, right? Today we are primarily impacted by videos, right? And when the autocorrect appears in the video, the difference is huge, isn't it? We have a human element that's appearing there, talking, showing the house, showing the apartment. So this identification with the viewer is much greater, right? So, out of sight, out of mind, and that's especially true in our field, right?

[00:45:33]Yes. So, if you intend to be a real estate agent, start practicing this attitude in front of the camera.

[00:45:42]And practice makes perfect, right, professor?

[00:46:00]For sure. For sure.

[00:46:05]So, communication is essential, it's extremely important for a real estate agent. And within that context, it's regarding the video that the professor talked about, about knowing how to behave, about overcoming your fears of appearing in front of a camera, uh, before, phones were used a lot, right? Brokers used to contact people a lot by phone, and that was before social media, you know?

[00:46:32]And recently, I saw a case where the real estate agent himself reported that he buys, sells, and buys properties. Then he mentioned: "Well, I often prefer to buy property over the phone." So, it's also a differentiating factor for a real estate agent, when they're in contact with a client, to have a distinctive level of service, right? Knowing how to communicate, as the professor said, because answering the phone these days isn't very common, is it? This practice of answering the phone, or we end up seeing an unknown number, and we don't even answer anymore, right? There's also the issue of audio on WhatsApp. I don't pay attention. I do n't pay attention.

[00:47:19]Me neither [laughs].

[00:47:22][sighing] I see a number there that I don't recognize, and I don't answer it.

[00:47:25]Younger generations tend to avoid phone calls, you know?

[00:47:29]Now, the older generations like it, right? They like to spend time there chatting. So it's a different approach, right? It even depends on the age, right? of the age group.

[00:47:39]Exactly. Exactly. Professor, to wrap up and conclude this learning session, what advice would you give to professionals, to real estate agents, and to future real estate agents regarding communication?

[00:48:08]Great tips, right? I think the first thing is to be very good at what you do, right? To master the information there, to master the processes of selling real estate, of financing real estate, right? So, to be a technically impeccable professional.

[00:48:23]That's the first big tip. Then it's time to learn about other areas, right? What other areas? Marketing and communication, digital marketing and communication, right?

[00:48:35]So I would say I would learn communication by taking courses, attending lectures, reading about it, right? Because when we learn about something new, we're going to bring that knowledge into our daily lives, right? So today it's essential to really engage with digital marketing, for example, right?

[00:48:57]Then take a course on digital marketing. You're going to have courses—you're not having them already, right?

[00:49:06]—courses on marketing, on communication. So, this is already a gift in your course, which is great because it's a differentiating factor, right? But learn more, seek out more information, right?

[00:49:17]So, don't be prejudiced against these areas, because they are fundamental.

[00:49:21]Like I said, without communication we can't do anything, right? It doesn't network, it doesn't make friends, it doesn't sell, it doesn't go after clients, right? So, the second big tip is to stay informed and up-to-date on digital communication and marketing, right? And today is easy, right, teacher? Because information is everywhere. So, if you can't afford a course, go to YouTube, right? Search there for lectures by big names in marketing, in digital marketing, read books about marketing, right? Also, guys, if you want tips, you can go to my Instagram, you can ask there for recommendations of professionals, books, videos, because I don't usually give advice, you know? You can ask and I'll pass it on to you, right? And I'm not prejudiced, right? So go over to social media, learn more about using social media, about advertising on social media, right? I don't have that prejudice, I don't have that fear of learning about other areas.

[00:50:14]So, I think those would be the two tips: be a professional, be a technically impeccable professional, because that's a big differentiator, right? And really learn about digital marketing and communication.

[00:50:28]That's great, professor. I would like to express my immense gratitude for your participation and for sharing all your knowledge with us. And to everyone who participated, I extend my gratitude. Always remember that Podtec is always conducted by qualified teachers and professionals in their respective fields.

[00:50:50]So, always be alert. Hey, for those already subscribed to the official Uniterintec channel, great, keep subscribing, watch the classes, there are continuing education classes, there's podcasts, and for those not yet subscribed, subscribe to the channel, like the video, give it a thumbs up, as the influencers say.

[00:51:09][laughter] And that's it, folks. Until next time. And professor, thank you again.

[00:51:22]Thanks, everyone. It was a pleasure being there with you. Thank you, professor, for the invitation. If you want tips, if you want to follow me on Instagram, here's my handle, right below my screen.

[00:51:34]You can chat there, ask questions, I'm always available, okay?

[00:51:38]It cost.

[00:51:40]Thanks. Ciao Cau [music] [music] [music]