Minnesota 4-16-17 by Top Agent Magazine

MINNESOTA EDITION

BODY LANGUAGE: How to Read Your Prospect Like a Book! REACHING THE MILLENNIAL MARKET through Social Media

COVER STORY

DEANNA BENNETT

Top 4 Ways to Juice Up Your OPEN HOUSE STRATEGY

FEATURED AGENT

TOM YANG

MINNESOTA EDITION

DEANNA BENNETT

TOM YANG

CONTENTS 4) REACHING THE MILLENNIAL MARKET THROUGH SOCIAL MEDIA

13) BODY LANGUAGE: HOW TO READ YOUR PROSPECT LIKE A BOOK!

20) TOP 4 WAYS TO JUICE UP YOUR OPEN HOUSE STRATEGY

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#Reaching the Millennial Market Through Social Media by Bubba Mills

The old adage in marketing says if you aim at everyone you’ll miss them all. I know REALTORS® sometimes fall into the trap of attempting to reach everyone and then scratch their heads when they only hear crickets chirping. If you’re one of those (or even if you’re not), stick with me and I might be able to help you.

know how to reach them. For that part, I’ll share two words: social media. Many surveys have confirmed that social media is the Millennials’ dominant source of information, even above search engines. So the best way to build relationships and trust with Millennials is through social media.

The true beauty of social media is not only its reach but its implied advocacy. When Millennials find content they relate to, they share it with their The National Association of REAL- peers. So if one person shares your TORS® has found that Millennials message, it could instantly go to hunrepresent the largest share of recent dreds (or even thousands) of people buyers (32 percent of all buyers last with the inferred praise of the person year were Millennials). But here’s sharing it. the kicker: the overwhelming majority use real estate agents. Are If you’re not using social media, lights and bells going off in your again, check your pulse. Then start learning about social media and get head? If not, check your pulse. active on it. I promise it’ll be well So a great place to sharpen your worth your time. The big ones are marketing aim is with Millennials. Facebook, Twitter, Pinterest, Tumblr That’s half the equation—knowing and Instagram. You can Google each who to go after. The second half is to and get a feel for which ones make Let me start with one word: Millennials—those between the ages of 18 and 34.

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Many surveys have confirmed that social media is the Millennials’ dominant source of information. the most sense for you, but all of them have something to offer REALTORS®.

I’m proud of that because I know in this day and age anyone who sells anything must use social media.

Now I’m not one to toot my own horn, but for this topic I will only with the hope that you give what I say a little more weight. Last year, a national magazine named me to its 25 most connected professionals list.

So here are some tips you can start using to reach Millennials on their terms:

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1. First, take time to understand social media. Join them (they’re free!) 5

Millennials under stand marketers and they’re open to their messages on social media—if the messages are relevant to their lives. Otherwise, they simply ignore it.

and just take it all in. See what it’s all about and what kind of information people share. Spend at least several days learning before you share info. 2. Make sure what you share fits the specific social media outlet. For example, Facebook and Twitter are primarily personal tidbits, news and they’re both fairly casual, while Instagram is geared almost exclusively for visuals and photos. 3. Make sure your information is relevant and useful to improve the chance it gets shared. Millennials understand marketers and they’re open to their messages on social media—if the messages are relevant to their lives. Otherwise, they simply ignore it. 6

4. Make it interesting. Instead of saying, ‘Gee, I have this great listing.’ Why not just share a picture of a cool looking wrap-around front porch of a house (that just happens to be one of your listings) that was built in the 1940s. Bubba Mills is co-owner and executive vice president of Corcoran Consulting and Coaching Inc. (www.corcorancoaching. com/programs, 800-957-8353), an international consulting and coaching company that specializes in performance coaching and the implementation of sound business systems into Real Estate Companies, Mortgage Companies and Small Businesses. Bubba Mills is a nationally recognized inspirational and education speaker, coach and mentor to the top real estate agents and mortgage companies. To find out more about Corcoran Consulting & Coaching, call 1800-957-8353 or visit us at www.Corcoran Coaching.com. Top Agent Magazine

DEANNA BENNETT Top Agent Magazine

“Deanna and her team are great! Each of them went WAY beyond the call of duty searching out our home and then negotiating and protecting us through the purchase.”

DEANNA BENNETT Top Agent Deanna Bennett of The Deanna Bennett team in Duluth, Minnesota is one of the most successful agents in the region, having sold over $32 million dollars in 2016 alone, and $224 million over the course of her career. Yet, she has a hard time thinking of herself as such, and remains in many ways the same humble woman who came to the industry via a waitressing job back in 1998. “I was waitressing when my kids were little,” says Deanna, “and I’d wait on a broker who would say, ‘hey, you should come work for us.’ I decided why not give it a try, and my first year in the business I was named Rookie 8Copyright Top Agent Magazine

of the Year, and I just fell in love with the industry.” Currently working with a team of two that consists of Realtor Casey Scrignoli and Agent Assistant/Design Coordinator Megan Gagner, Deanna sells primarily in Duluth and its immediate outskirts. “I like selling the areas I know well,” she says. She is also a Certified Residential Specialist (CRS) and Accredited Buyer’s Agent (ABR). Her many clients appreciate the exemplary customer service and sincere dedication she shows every one of them, regardless of the price point of the transaction. This concern has translated into a staggering sixty-one glowing, five-star reviews on Zillow. One of these reads: “Deanna and her team are great! Each of them went WAY beyond the call of Top Agent Magazine

duty searching out our home and then negotiating and protecting us through the purchase. They treated us like family, yet responsibly handled our business like the pros that they are! We have, and will continue, to recommend them to family and friends. You will love having them on your side.”

this loyalty is her dependence on one of commerce’s most basic philosophies: the customer is king. “The one thing I learned in the service industry is that my clients always come first,” she says. “That’s kind of what I’ve used as my motto. “Being too busy is never an excuse, their needs come before anyone else’s.”

Appreciative clients have provided Deanna with a business that is based almost 90% on referrals and repeat customers. A reason for

While her client relations ethos might lean towards the traditional, Deanna’s marketing prowess is decidedly cutting-edge. “We

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always try to stay on the cusp of any new technology,” she says. “We utilize a company that produces our drone photography, high-resolution photos and 3D tours. It’s really about doing anything that makes our listing stand out compared to others.”

When she’s not working, Deanna can be found spending time with her children and her three grandchildren, at the gym, or with her boyfriend at a motocross track. She also gives back to her community via donations to multiple charities.

Even after almost twenty years in the business, Deanna remains passionate about real estate. “Every day is different, every day is a challenge, and every person is special,” she says. “I would say that those three things keep me addicted to what I do. I love my clients. It’s a lot of fun, most days.”

Moving into the future, Deanna’s plan is to grow her business, and possibly her team. She refuses, however, to do so if it entails sacrificing any of the reputation she has developed for being the very best real estate team in Duluth.

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For more information about DEANNA BENNETT, please call 213-343-8444 or email DBennett@mzr.com Copyright Top Agent Magazine 12

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Body Language: How to Read Your Prospect Like a Book!

By John Boe Are you aware that your body language gestures reveal your deepest feelings and hidden thoughts to total strangers? The very first sale you must make with each new prospect is to “sell yourself”. If your prospect doesn’t like or trust you, he or she will never even remotely consider buying your product or service. Understanding body language gestures will help you build trust and rapport quickly with your prospects and customers... face-to-face or over the phone. Top Agent Magazine

Body language is a mixture of movement, posture, and tone of voice. Top sales reps and the most successful managers recognize the importance of nonverbal “buy signals” in the selling process and have learned to “listen with their eyes”. They understand the power of body language and know how to use their gestures and voice tone to establish trust and build rapport quickly. Body language research shows that nonverbal communication has a much greater impact and reliability than the spoken word. Therefore, if your prospect’s words are not congruent with his or her body language gestures, you would be wise to rely on the body language as a more accurate reflection of true feelings. The good news about body language is that you were born knowing the information. This explains why people from different cultures can communicate effectively without having to speak a single word. In the animal kingdom, every cat, dog, bear, horse, etc. on the planet will use the same body language gestures to communicate with each other. For example, when an animal is angry, they will pin their ears back flat against their head. Even though people understand body language instinctively, the meaning of “finger gestures” may change from one culture to another. Finger gestures, such as the V for victory sign or the okay gesture are “learned gestures” created by the culture and the meaning often varies from country to country. For example, on January 23, 1968, the USS Pueblo, a Navy intelligence ship, was engaged in a routine surveillance mission off the North Korean coast when it was intercepted by North Korean patrol boats. The 83-man crew were captured and imprisoned in Pyongyang, where they were interrogated and beaten. In an attempt to gain propaganda value from the crew, the North Koreans conducted a news conference. When photographed during the press conference, some of the ship’s crew expressed their disdain for their captors by sticking out their middle finger. While this finger gesture was noticed by the North Koreans they didn’t understand the disrespectful meaning that the gesture implied. After the photos were released worldwide and the meaning 14

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of the finger gesture was revealed, the North Koreans were politically embarrassed and severely beat the crew. During your sales presentation, it’s critically important to get started on the right foot. Research shows that we decide in the first few moments whether we like someone or not. Yes, we also judge a book by its cover too. There’s absolutely no substitute for a positive first impression. Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed. Body language is

a mixture of movement, posture, and tone of voice.

You can build trust and rapport by deliberately, but subtly, “matching and mirroring” your prospect’s body language in the first few minutes of the appointment. For example, if you notice that your prospect starts off the appointment by crossing his or her legs and sitting back in the chair, you should match them by crossing your legs and sitting back in your chair as well. After you believe you have developed trust and rapport, you can verify it by seeing if your prospect will begin matching your gestures. Try leading your prospect into a more open and receptive body language posture by uncrossing your legs and leaning towards the table. If you notice your prospect subconsciously begins matching your body language gestures, congratulations, this indicates that you have laid the foundation of trust and rapport. Conversely, if you notice that your prospect is mismatching your body language gestures, you know trust and rapport has not been established and you need to continue the “matching and mirroring” process. Be mindful to evaluate the flow of “gesture clusters” rather than isolated gestures taken out of context. Listed below are some important body language gestures that you need to become familiar with. There are two basic categories of body postures; Open/Closed and Forward/Back. In an open and receptive body posture, arms are unfolded, legs uncrossed, and palms are exposed. In a closed body posture, arms are folded, legs are crossed and the entire body is usually turned away.

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Body Movement Gestures • Leaning back and closed = Lack of interest • Leaning back and open = Contemplation and cautious interest • Leaning forward and closed = Potential aggressive behavior • Leaning forward and open = Interest and agreement Head Movement Gestures • Head neutral = Neutral and open attitude • Tilted back = Superior attitude “looking down your nose” • Tilted down = Negative and judgmental attitude • Tilted to one side = Interest Facial Gestures • Eye rub = Deceit, “see no evil” • Looking over top of glasses = Scrutiny • Nose rub = Dislike of the subject • Hand or fingers blocking mouth = Deceit, “speak no evil” • Chin stroking = Making a decision • Thumb under chin with index finger pointing vertically along the cheek = Critical judgment Are you missing your prospect’s buy signals? As a professional salesperson you must continuously monitor your prospect’s body language and adjust your presentation accordingly. By understanding your prospect’s body language gestures you will minimize perceived sales pressure and know when it’s appropriate to close the sale! “As the tongue speaketh to the ear, so the gesture speaketh to the eye.” – King James the First (1605) Copyright ©, 2016 John Boe. All rights reserved.

John Boe presents a wide variety of motivational and sales-oriented keynotes and seminar programs for sales meetings and conventions. John is a nationally recognized sales trainer and business motivational speaker with an impeccable track record in the meeting industry. To have John speak at your next event, visit www.johnboe.com or call 937-299-9001. Free Newsletter available on website. 16

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TOM YANG Top Agent Magazine

TOM YANG Real Estate Agent Tom Yang of Realty Executives in the Twin Cities has built a solid reputation as a realtor his clients – both buyer and sellers – can count on to provide top-notch customer service. Tom, a former Executive Chef and business consultant (he helped launch new businesses and guided them towards success and profitability) made his transition from those worlds into the real estate industry eight years ago with the encouragement of a friend. “We started talking and I told her I wanted to leave the restaurant world, and she suggested real estate. I took some time to think about it before taking the plunge and getting my license,” says Tom. Currently working with his also-licensed wife Rania, Tom sells pretty much anywhere within the five counties surrounding the Twin City area, Tom is a top-producing agent who has been voted Super Real Estate Agent in the area. This is due mostly to his attention to detail, proven track record, and a strong devotion to his many clients. Tom is adept at providing his clients knowledge of specific areas and possesses the skills to make the deal work for the best interests of his clients. With a large number of referrals clients, Tom is circumspect when asked why he thinks his customers keep returning to him for his services. “I think it comes down to my core values,” he says, “and at the end of the day it comes down to these values: honesty, patience, knowledge and reliability.” A Certified Negotiation Expert, Tom utilizes his knowledge of the market and strong negotiation skills to make the buyer and selling process work in his client’s favor. “Negotiation is really the key,” he says. “Working with

buyers and sellers, you have to be knowledgeable of the market, be aware of trends, the transition of the inventory.” A Premier Agent on Zillow, Tom has racked up a stunning 59 five-star reviews on the popular website. Among them is this recent glowing testimonial: “Tom has been a huge help in selling our home and listing it for all to see. We were especially impressed that he not only used his professional contacts for listing but also social media to draw more attention to our home. We depended on Tom for knowledge on how to present our home for sale as well as things we needed to fix before inspection so we would have ample time to get it done. He helped us negotiate the price and let us know exactly what our home was worth. We would not have been able to get a great price on our home and such a smooth sale without Tom.” When not working, Tom enjoys spending time with his wife and their five children, engaging in the simple pleasures of life. Gardening with his children is a particular passion. “Simply mowing the lawn, walking with my daughter and watching her pick flowers, that’s something I really love to do,” says Tom. He also occasionally volunteers to give talks at community gatherings for first-time home buyers. Tom believes firmly that each client has a unique goal that deserves their undivided attention, and his greatest priority is to look out for their best interests, and will work with dedication to to make certain that their needs are at the forefront of every transaction. Says Tom, “It’s important that I’m not just trying to sell them a home just to close a deal. I want them to be happy with their purchase. I want to find them the right home.”

For more information about Tom Yang, please call 651-208-3580 or email TomYangRealtor@gmail.com 18

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Top 4 Ways to Juice Up Your Open House Strategy by Rob Flitton

I go to open houses, but not just because of my profession or interest in architecture and interior design. I go to open houses to see how effective real estate agents are at selling. It has been rather eyeopening because there is very little selling going on—the average open house strategy needs work.

1.Build a Dynamic Open House Booklet After they leave, open house visitors will discard a one-page for-sale info sheet naming a home’s features. But they will keep, and possibly use, a 6 or 8 page booklet loaded with interesting items that directly solve problems for them.

Perhaps “selling” is considered an outdated skill, or that it feels socially awkward for agents to be regarded as a salesperson. But if you’re a real estate agent, you are a salesperson. At most of the open houses I go, I see money floating out the door every time a visitor leaves because of the agent’s inability or refusal to sell.

It will require some strategic thought to nail the content and design, but perhaps include: (i) descriptives about the benefits of buying the property you’re showing, and not just data, (ii) compelling reasons why they should consider working with you along with a web link to search for listings on your website, (iii) a web link telling them how to get a prompt, written estimate on the value of their home, or to find out what other homes in their neighborhood sold for, (iv) possible discounts on real estate related services—maybe a reduction in fees from your preferred lender, or a reduced home inspection price, (v) possible discounts on non real estate related items.

An open house is a lucrative opportunity to find buyer or seller clients –selling the listing itself may also be the goal, but an agent should not pass up this chance. There are 4 distinct strategies an agent can immediately employ to juice up their open houses and get awesome leads. 20

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If you combine this dynamic booklet with properly trained closing language, as touched upon below, it is something the average person will either keep and use or pass along to someone they know. A well designed booklet can bring you a lot of business.

data—and they are void of interesting or problem-solving information.

2.Work The Neighborhood A few days prior to your open house, find the names and addresses (from tax records—or elsewhere) of, say, 20 homes in each direction from the Pre-internet, both open houses for open house. resale listings, and model homes for new construction, relied on strategic For the cost of postage and some collateral materials (handouts). Vis- sweat-equity, mail a postcard to these itors were ostensibly looking at sev- 80 homeowners inviting them to the eral competitors at the same time, so open house and offering something collateral materials had to have the unique and compelling—perhaps a power to bring them back to your drawing or giveaway for those willing site—a great call to action, eye- to provide their opinion on the asking catching color, identification of the price of the home (and the entry card, of course, will net you their email benefits of buying your product. address and phone number). People Yet at open houses today, I primarily are generally nosy and like to be see bland information sheets dis- validated, so asking for their opinion cussing features—the listing price, on something happening in their own the square footage, and the standard neighborhood is very appealing.

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And, it is best to mail them again right after the open house to talk about what happened. “From our Saturday open house, we discovered 3 qualified and eager buyers that are now looking for a home in this neighborhood—if you would like to know what your home is worth for these buyers to consider, please give me a call.”

dynamic booklet and say: “Please enjoy our open house, and am hoping you’ll do me a favor. This booklet is loaded with great information about, and if you become interested at some point in buying or selling, would you please call and give me the opportunity to earn your business? Or if you happen to know someone now who is looking now, would you kindly pass this booklet onto them?”

Also, adding on door-knocking or If they reply with a “don’t know” type flyer-hanging to your mailings boosts of answer this usually means they are your neighborhood equity even more. indeed looking but are just not ready yet to reveal this to you, so you will 3.Close and Qualify need to work to make a connection. Engage every single visitor in closing Good consultative sales connections dialogue, because every single visitor are made when you can make them feel you’re not pushy and are able to is there for a reason. directly resolve their problem. While smiling, with shoulders erect, and maintaining suitable distance, A “yes” type of response is great, but look them in the eye and offer your you should take the qualifying step of handshake while stating your full asking them if they’re working with another agent. If they are, the dyname and company—and then ask: namic booklet comes in handy again: “Are you out looking to buy a home “If for any reason your agent is today?” unavailable to show you homes, I can be reached at the phone number in There are 4 categories of answers, this booklet. Plus, it contains fantastic and any answer they provide is an resources for searching online and a opportunity to get to the marrow of discount on financing.” what they need. There are “nos”, “don’t knows,” “yeses,” and “other.” If you can’t get a sandwich, get a bite. If they are definitive about looking, If they reply with a “no” variety of and don’t have an agent, then they are answer, then you can hand them your available for you to work with and 22

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here again you need the right type of closing and qualifying dialogue. The goal here is to evoke from them their home-buying goals so that you can match and narrow down to a single opportunity. It’s a mistake to present multiple listings to a buyer at once. Ask broad questions and then narrowing questions followed up by “if-then” questions. Example: “What types of functions do you want in your new home, or activities near your neighborhood?” Followed by something like, “is the number or size of bedrooms important to you?” Followed by, “so if I can show you the kind of home we just described, are you ready to go see it and possibly make an offer?”

4.Have Interactive Tech Tools Onsite It is the worst feeling to engage someone as a potential client at an open house and then have no tools available to solve their problem— don’t assume they aren’t going to want to do business right away. If you’re engaging a potential buyer, you better be able to instantly gratify their desire to see viable homes online so internet access and an easily view-able screen are necessary. They may ask you to go see other homes in-person, so you need to have a coagent available to either show them those homes, or spell you off as host while you do. You may be asked to write up an offer for them so you will need the tools and ability to create and e-sign documents.

Naturally, any objections or “nos” you receive in this process are just fan- When a potential listing client is in tastic opportunities to learn about their front of you, you need to be able to needs and earn a connected trust. show them recent comparable sales and may even be asked to list their The “other” thing they might tell you home and will need the tools and is that they’re not a buyer at all, but a ability to create and e-sign documents potential seller. Potential sellers often for taking that listing. go to open houses to find out how their home stacks up, but are you It happens sometimes—but it never aware what the number one reason happens if you’re not ready. they attend open houses is? Potential sellers go to open houses to Rob Flitton is a Seattle Real Estate Mardirectly or indirectly interview you, a keting specialist helping independent agents to increase their income. Email Rob potential listing agent. And they hire robflitton@gmail.com at any time or call/ confident, prepared professionals. text him at 206-612-2314. Top Agent Magazine

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