In commercial real estate you will get lots of calls about the properties you advertise as a real estate agent in the newspaper, on the internet, or when you put up a signboard.
In that single inbound call you have to connect well with the other party, understand what they are looking for, and provide the information they seek.
You would think that such an important call would be well handled by all; however most salespeople rate a poor 35% to 50% in the process.
To fix the problem you need a checklist to keep by the telephone or something you can carry with you and complete when talking with the other party.
In this article we will give you a checklist you can use and modify for your location and commercial property type.
So qualifying the other party is fundamental in the first call.
You must be in control of that telephone call to get high value from it.
You find out the information and you ask the questions.
If you do not get full and frank return comment, the caller is likely to be another agent or someone that is not completely honest in the call process.
When in doubt, limit the information you supply.
If the other party does qualify for more information, then an inspection of the property or meeting will be the next important phase.
It does not matter how you ask for the information and in what order, but getting the information is critical if you want to move ahead with the person calling you.
You must be in control of the call and the information provided.
As mentioned, do not provide too much information until you know that the person calling you is genuine and open in their communication.
Hold back on the key points of the property until you know they are just that.
Your Contact Method and Mindset

1. Give a greeting with your name and your company
2. Show interest in the other party with conversational questions
3. Use the other person's name frequently in the conversation
4. Use a friendly tone of conversation
5. Extend their comments with supporting acknowledgment or observation
6. Agree to send preliminary information via email immediately
7. Try to set up an appointment if appropriate

Their Information

1. Date, time, and length of call
2. Name of the person calling
3. Contact mobile telephone and address of the person calling
4. Email for the person calling
5. What they are looking for and why
6. Space to occupy, parking needs, staff needs
7. Understand the key points that effect their decision
8. How they came across you or the property
9. Timing of when they need the property
10. Is the property an investment or for self-use occupation
11. Location service and amenities requirements
12. Property improvements needed
13. Size of property needed
14. Access to raw materials, transport, and the end user or customer
15. Budget rent or price targets

These questions should be asked in a friendly connecting way.
Take your time and have a simple template standard form that you can use for this very process.
Some of these questions may have to be expanded depending on the details the person gives you.
Well captured data from any property enquiry is highly valuable and should go straight into your database.
Enquiries form the foundation of a high value database in future sales and leasing.