Copy - Objection Handling GUIDE

Objection HandlingMastery Guide

Agent Attraction Prospecting

start

Index

Purpose of this Guide

Changing Your Mindset

Common Objections

Reframing Common Objections

Top 5 Objections and how to Address Them

References and Resources

Purpose of this Guide

Index

This Mastery Guide provides guidance and insights on how to recognize prospect objections and how to reframe and respond to objections regarding agent attraction.

Change Your Perspective

Index

An objection is not a NO; it's a speed bump that can accelerate a way forward only if you choose to consider and use the techniques in this guide to move toward YES.View Objection Handling as an opportunity to have a conversation with prospects about your business and services as you learn, build relationships, and your brand.

“Nothing is predestined: Obstacles can become gateways that lead to new beginnings.” ~Ralph Blum

Common Objections

Financial Resistance

Need Objection

Trust Concern

Stall Apprehension

Index

Financial Resistance

Common Objections

When experiencing Financial Resistance, prospects may respond in this manner:

I’m not comfortable or I’m unsure about eXp’s business model, pricing structure, commission split and/or the fee amount.

Is there support to help me build a downline? Do I need to attract other agents or can I simply sell property? Suppose an agent in my downline decides to leave?

Need Objection

Common Objections

When experiencing Needs Objection, prospects may respond in this manner:

This is not the right fit for me or eXp does not have all my desired services or tools to support my business.

How do I work and engage clients without an office? What is the benefit of not having an office?

Trust Concern

Common Objections

How can eXp help me obtain new leads? What tools are in place to help agents establish a network and to gain & track listings?

There may be possible misconceptions about eXp that need clarity.

When experiencing Needs Objection, prospects may respond in this manner:

Not enough is known about eXp or its business reputation or brand. Tell me more about its market impact and agent support effectiveness.

Stall Apprehension

Common Objections

This approach is very new and unfamiliar. I need time to think about it or consider my options.

When experiencing Stall Apprehension, prospects may respond in this manner:

Have your prospect explain their concerns

Write down or rephrase your prospect's concerns

Tell your prospects about your eXp Journey

Offer Solutions

Explain eXp's Value Proposition

Show Gratitude & Follow up

Reframing Common Objections

Index

Have your prospect explain their concerns

Reframing Objections

Consider how you can help your prospect know more about eXp?

Why do you think eXp is not a good fit?

Why do you feel uncertain about the eXp model, or commission split?

Try to understand the nature and cause behind their reasons and feelings. Ask questions such as

Try to understand the nature and cause behind their reasons and feelings. Ask questions such as…

Why do you feel uncertain about the eXp model, or commission split?
Why do you think eXp is not a good fit?

Consider how you can help your prospect know more about eXp?

Write down or rephrase your prospect's concerns

Reframing Objections

Keep the conversation going ... After they stop talking ... Say.... So you have concerns about XX i.e. not earning or producing right away or possibly incurring extra costs or not gaining the right leads or growing your business.

Make your prospect feel heard!

Actively Listen, do not interrupt until they stop talking… Allow time for them to say more and go deeper with expressing their concerns and needs.

Make your prospect feel heard! Actively Listen, do not interrupt until they stop talking…

Allow time for them to say more and go deeper with expressing their concerns and needs.

Keep the conversation going ... After they stop talking ...

Say.... So you have concerns about XX i.e. not earning or producing right away or possibly incurring extra costs or not gaining the right leads or growing your business.

Tell your prospects about your eXp Journey

Reframing Objections

Share stories of how other prospects had similar concerns and how they were resolved overtime.

Tell them about your journey to eXp and how your challenges were addressed.

Personalize your prospects' concerns. Be open, genuine, and honest.

Follow the “golden rule” treat others the way you want them to treat you. As much as you likely sought easement and reassurance when joining eXp, put yourself in their place.

Personalize your prospects' concerns, be open, genuine, & honest ...

Follow the “golden rule” treat others the way you want them to treat you. As much as you likely sought easement and reassurance when joining eXp, put yourself in their place.

Tell them about your journey to eXp and how your challenges were addressed.

Share stories of how other prospects had similar concerns and how they were resolved overtime.

Offer Solutions

Reframing Objections

Compare risks and benefits or provide insightful information with clarity and simple words.

Outline their current business scenario compared to “what if” they joined eXp.

Comparison examples:

Current cost for renting an office -vs- no office with eXp, allowing more money to save or invest in their business.
Current Commission rate -vs- being able to have part ownership in eXp through Revenue Share, Stock Options & Third Party Income.
Limited growth opportunities -vs- Being able to bring in agents or teams, build a downline and grow exponentially with eXp.

Doing a comparison often helps the prospect to carefully evaluate new possibilities and obtain further clarifying information to remove confusion or misunderstanding.

Compare risks and benefits or provide insightful information with clarity and simple words.

Outline their current business scenario compared to “what if” they joined eXp.

Comparison examples:

Current cost for renting an office -vs- no office with eXp, allowing more money to save or invest in their business.
Current Commission rate -vs- being able to have part ownership in eXp through Revenue Share, Stock Options & Third Party Income.
Limited growth opportunities -vs- Being able to bring in agents or teams, build a downline and grow exponentially with eXp.

Doing a comparison often helps the prospect to carefully evaluate new possibilities and obtain further clarifying information to remove confusion or misunderstanding.

Explain eXp's Value Proposition

Reframing Objections

Explain eXp's Value Proposition for the prospect to consider an EXCITING new opportunity!

Discuss that eXp:

Is agent centric and enables agents to be entrepreneurs.
Helps agents gain clients through various tools, services, networks and events.
Fosters growth of an agent’s business or expertise through coaching, mentorship, training and development.

Talk about your recent eXp efforts.

Offer for them to speak to an expert or a fellow eXp colleague/Agent that has a strong & good reputation; select either an eXp agent, Broker, Leader who can help your prospect get EXCITED about eXp's value!!

Provide your prospect with facts about your Business growth, share stats and proven results to show your impact over time.

Explain eXp's Value Proposition for the prospect to consider an EXCITING new opportunity!

Discuss how eXp is …
- Agent Centric and enables agents to be entrepreneurs.
- Helps agents gain clients through various tools, services, networks and events.
- Fosters growth of an agent’s business or expertise through coaching, mentorship, training and development.
Talk about your recent eXp efforts.
Provide your prospect with facts about your Business growth, share stats and proven results to show your impact over time.

Show Gratitude & Follow up

Acknowledge your prospect's time, consideration and concerns.

Express appreciation for their perspectives. Encourage them to take time to consider your insights and information. Thank them for their valuable time. Commit to following up with them at an agreed time.

Reframing Objections

Acknowledge your prospect's time, consideration and concerns.

Express appreciation for their perspectives.
Encourage them to take time to consider your insights and information.
Thank them for their valued time.
Commit to following up with them at an agreed time.

Top 5 Objections and how to Address Them

Unsure of eXp's Business Model

Unaware of eXp's Brand

Concern That eXp is a Recruiting Company

Concern About Gaining Leads & Networking

eXp Has No Offices

Unsure of eXp's Business Model

Explain that eXp has the Best Compensation Model for Real-Estate agents…

Outline the upside and benefits of eXp’s Revenue Share, Stock Shares, Equity rewards and Third Party Income advantages for our agents.
Discuss eXp’s Value Proposition with the highest degree of accuracy, integrity and professionalism.
Explain what the monthly fee includes and how eXp’s transactions process is handled.
Talk about examples or different scenarios for when working with sellers/ buyers or even if a client is unwilling to pay VAT (value added tax).
Discuss how they can facilitate bringing on teams and agents from other countries and agencies as part of their downline.

View Testimonals

Top 5 Objections

eXp Model Agent Testimonials

Testimony #1 “Starting my own real estate agency has been a game-changer in my life. It has given me the freedom and flexibility to pursue my passion for real estate, while also allowing me to build a business that aligns with my values and goals. Being my own boss has allowed me to take charge of my schedule, prioritize my work-life balance, and set my own targets for growth and success. Moreover, it has provided me with a sense of fulfillment and accomplishment that I never knew was possible. Every day, I wake up excited to tackle new challenges and help my clients achieve their dreams of owning a home or investing in property. Overall, starting my own real estate agency has truly changed my life for the better, and I am grateful for the opportunity to live out my passion and make a positive impact in my community.” Scott Gunn, eXp UK

Testimony #2 “It's truly incredible to think that by doing the same work I'd be doing at any other brokerage, I'm now earning not just a commission but also stock and revenue sharing. This is a game-changer for me and my family, as it provides an exit strategy and a secure future for my kids. The potential for growth and earnings with eXp is unprecedented, and it's amazing to be part of a company that rewards its agents for their hard work and dedication. I'm grateful for the opportunity to build my business and my wealth with eXp.” Vane Moore, eXp Mexico

Unaware of eXp's Brand

Discuss how your prospect can become “An ENTREPRENEUR & PIONEER"

Convey eXp offers an "Agent Centric" approach
Talk about how prospects can build their OWN PERSONAL brand and a real estate future with eXp using the support of:

eXp's cloud-base metaverse Platform, Support, Tools & Services.
These tools make their transition smooth and easy and enables agents to promote themselves and support their clients to enhance their business.

Explain eXp’s global presence, core values and share a short summary of eXp’s journey. Clarify eXp is not a franchise.
Explain agents are permitted to create and execute their own “organic” (not paid) social media campaigns.

View Testimonals

eXp Brand Awareness Agent Testimonials

Acknowledge the prospects’ concerns… Talk about YOUR JOURNEY to eXp and life-changing experience and how YOU have been able to define YOUR Personal Brand ...

Testimony #2 “I can't believe how much eXp has transformed my brand and business. Thanks to their support, I've been able to expand my reach and position myself as a leader in the company. As a result, many agents have reached out to me seeking coaching or referrals in Mexico, which is a testament to the success I've achieved. I'm grateful to be part of a company that not only provides the necessary tools and resources for growth but also fosters a supportive and collaborative community.” Vane Moore, eXp Mexico

Concern That eXp is a Recruiting Company

Clarify with your prospect that eXp is NOT a recruiting company Share that is eXp is a TRUE Brokerage with a TOP T3 Sixty ranking!

eXp achieved a TOP ranking as one of the largest brokerages based on sales volumes on T3 Sixty's Real Estate list for transactions.
eXp Realty had the highest year-over-year sales volume (20.2%) and the most transaction sides (397,138).
Emphasize how eXp’s tools & business model enable better support, production and performance.
Discuss eXp’s ability to integrate & support new agents as well as agent teams.
Ask them to consider helping to mentor, coach and engage agents to foster their business growth.
Inappropriate incentives should never be used to entice or persuade a prospect to change their intended sponsorship declaration.
Use of virtual assistance, recruitment companies or other similar third-party services, to send SMS text messages, emails, place phone calls, etc. are not allowed in the Agent attraction process.

View Testimonals

eXp Realty T3 Sixty Ranking articles

Read & share these articles

eXp Realty Ranks No. 4 Among Top 5 Brokerages on T3 Sixty’s 2023 Real Estate Almanac

eXp Realty Ranks No. 1 in Agent Count and Transaction Sides on 2022 T3 Sixty Mega 1000 List

Concern About Gaining Leads & Networking

Express the value of eXp’s network and collaborative tools for leads…

Explain how our training courses help Agents to become more productive and how our portal partnerships maximize exposure to listings and leads.
Discuss eXp’s various types of support resources and referral options to help obtain leads.
Convey we are working towards a global MLS system for sharing global listings.
Avoid discourteous, deceptive, misleading, illegal, unethical or immoral conduct or practices.

View Testimonals

Obtaining eXp Leads Broker Testimonial

Share general tips and approach for Lead Generation

eXp has no Offices

Show off eXp’s virtual offices and campus…

Show them the experience of eXp’s metaverse “WOW” factor real time. Convey eXp’s metaverse platform allows agents to work from anywhere as an independent contractor. Correlate the virtual experience to eXp not having an office and related costs allows eXp to invest in its agents-compensation programs.

View Testimonals

Virtual eXp Metaverse offices Cost Effective Articles

Acknowledge the prospects’ concerns… Talk about YOUR JOURNEY to eXp and life changing experience and how YOU have been able to define YOUR Personal Brand ...

References and Resources

eXp Realty’s Agent Attraction Success Strategy Compliance Guidelines

7 Benefits of eXp's Brokerage Ebook

This Mastery Guide also cites the following sources:

Link

Additional Resources:

Deskera.com

J Gustavson Salesforce.com

Tom Hopkins Inc. and eXp Realty Global Brokers

Link

Top 5 Reasons Prospects give for not joining eXp

Select each box & testimonial to view & hear details on how to handle each objection

Unsure of eXp's Business Model

Unaware of eXp's Brand

eXp has no Offices

Concern that eXp is a Recruiting Company

eXp Model Agent Testimonials

Appeal to their interest, Assuage doubts … Tell stories of HOW eXp has changed their life or others lives i.e helped families retire early, paid for medical procedures, supported charity & community efforts. Testimony #1 “Starting my own real estate agency has been a game-changer in my life. It has given me the freedom and flexibility to pursue my passion for real estate, while also allowing me to build a business that aligns with my values and goals. Being my own boss has allowed me to take charge of my schedule, prioritize my work-life balance, and set my own targets for growth and success. Moreover, it has provided me with a sense of fulfillment and accomplishment that I never knew was possible. Every day, I wake up excited to tackle new challenges and help my clients achieve their dreams of owning a home or investing in property. Overall, starting my own real estate agency has truly changed my life for the better, and I am grateful for the opportunity to live out my passion and make a positive impact in my community.” Scott Gunn, eXp UK Testimony #2 “It's truly incredible to think that by doing the same work I'd be doing at any other brokerage, I'm now earning not just a commission but also stock and revenue sharing. This is a game-changer for me and my family, as it provides an exit strategy and a secure future for my kids. The potential for growth and earnings with eXp is unprecedented, and it's amazing to be part of a company that rewards its agents for their hard work and dedication. I'm grateful for the opportunity to build my business and my wealth with eXp.” Vane Moore, eXp Mexico Testimony #3 “The eXp model is incredible. I can focus on building my group, building community, making growth resources available, and hosting life-changing events, but without all of the encumbrances of a traditional real estate company or franchise. Furthermore I can grow my team internationally and develop an off-shore passive income without ever having to travel to those countries myself. This is already happening for me, as I have an agent in France and one in the USA.” Steven Johnstone, eXp South Africa

eXp Brand AwarenessAgent Testimonials

Acknowledge the prospects’ concerns…

Talk about YOUR JOURNEY to eXp and life changing experience and how YOU have been able to define YOUR Personal Brand ...

Testimony #1 “With the help of eXp, I have been able to establish a strong personal brand within my local community, positioning myself as a small local business with the capabilities and resources of a much larger business. This unique advantage has allowed me to offer my clients the best of both worlds - personalized attention and support, along with the expertise and resources of a much bigger company.” Scott Gunn, eXp UK Testimony #2 “I can't believe how much eXp has transformed my brand and business. Thanks to their support, I've been able to expand my reach and position myself as a leader in the company. As a result, many agents have reached out to me seeking coaching or referrals in Mexico, which is a testament to the success I've achieved. I'm grateful to be part of a company that not only provides the necessary tools and resources for growth but also fosters a supportive and collaborative community.” Vane Moore, eXp Mexico

Virtual eXp Metaverse offices Cost Effective Articles

Personally relate to prospects and talk about how you…

Enjoy operating in an open and collaborative company, where eXp’s work environment is helpful and positive and makes Agents feel like a family and community of professionals.

Are excited that eXp has been voted one the best places to work via Glassdoor over the past SIX years.

Read & share these articles

eXp Metaverse: How agents connect, save time & effectively operate

eXp Realty's cost effective Operating Expenses

Obtaining eXp Leads Broker Testimonial

Share general tips and approach for Lead Generation

eXp Realty T3 Sixty Ranking articles

Read & share these articles

eXp Realty Ranks No. 4 Among Top 5 Brokerages on T3 Sixty’s 2023 Real Estate Almanac

eXp Realty Ranks No. 1 in Agent Count and Transaction Sides on 2022 T3 Sixty Mega 1000 List

Concern about gaining Leads & Networking

Objection Handling

Affirm that eXp has the Best Compensation Model for Real-Estate agents…

Outline the upside and benefits of eXp’s Revenue Share, Stock Shares, Equity rewards and Third Party Income advantages for our agents.

Discuss eXp’s Value Proposition with the highest degree of accuracy, integrity and professionalism.

Explain what the monthly fee includes and how eXp’s transactions process is handled.

Talk about examples or different scenarios for when working with sellers/ buyers or even if a client is unwilling to pay VAT (value added tax).

Discuss how they can facilitate bringing on teams and agents from other countries and agencies as part of their downline.

Discuss how your prospect can become “An ENTREPRENEUR & PIONEER”...

Convey eXp offers an "Agent Centric" approach

Talk about how prospects can build their OWN PERSONAL brand and a real estate future with eXp using the support of:
- eXp's cloud-base metaverse Platform, Support, Tools & Services.
- These tools make their transition smooth and easy and enables agents to promote themselves and support their clients to enhance their business.

Explain eXp’s global presence, core values and share a short summary of eXp’s journey. Clarify eXp is not a franchise.
Explain agents are permitted to create and execute their own “organic” (not paid) social media campaigns.

Show off eXp’s virtual offices and campus…

Show them the experience of eXp’s metaverse “WOW” factor real time.

Convey eXp’s metaverse platform allows agents to work from anywhere as an independent contractor.

Correlate the virtual experience to eXp not having an office and related costs allows eXp to invest in its agents-compensation programs.

Clarify with your prospect that eXp is NOT a recruiting company Share that is eXp is a TRUE Brokerage with a TOP T3 Sixty ranking!

eXp achieved a TOP ranking as one of the largest brokerages based on sales volumes on T3 Sixty's Real Estate list for transactions.
eXp Realty had the highest year-over-year sales volume (20.2%) and the most transaction sides (397,138).

Emphasize how eXp’s tools & business model enable better support, production and performance.
Discuss eXp’s ability to integrate & support new agents as well as agent teams.
Ask them to consider helping to mentor, coach and engage agents to foster their business growth.

Inappropriate incentives should never be used to entice or persuade a prospect to change their intended sponsorship declaration.

Use of virtual assistance, recruitment companies or other similar third-party services, to send SMS text messages, emails, place phone calls, etc. are not allowed in the Agent attraction process.

Express the value of eXp’s network and collaborative tools for leads…

Explain how our training courses help Agents to become more productive and how our portal partnerships maximize exposure to listings and leads.

Discuss eXp’s various types of support resources and referral options to help obtain leads.

Convey we are working towards a global MLS system for sharing global listings.

Avoid discourteous, deceptive, misleading, illegal, unethical or immoral conduct or practices.

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