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Haverford Homes is committed to being your “Best Builder Choice.” Our goals are to exceed your expectations by building you the highest quality semi-custom home at an exceptional value and to continue to develop communities that create and enhance the finest quality of living.
“Did you know we are the busiest privately held builder in the area?”
“How would you like to get $100K of value that you might not find somewhere else?”
“Did you know that I sold 15 homes in the last 6 months? Would you like to know why?”
“Do you know why we are the lowest risk, best choice option today?”
“Did you know the wealthiest people buy when house prices are low like today?”
Semi Custom Builder Modify non-structural items Customize features
Handicap modifications Elevators
Granite Brick Front Hardwood (Select Areas) Ceramic Tile Upgraded Maytag Appliance Package Superior Structural Integrity Structured Wiring Floor Systems
$100K in Standard Features All closing help paid with preferred lender Tax Benefits to ownership
1 of 100 instead of 1-5000 valued customers
Our professional home consultants will guide you through the entire process and take care of all the details.
Superior customer service Quality built the first time with a 10 year
warranty
Industry leading efficient completion times We are focused on quality and manage the process
well Highly experienced in house construction
managers Highest quality of materials
List Materials (Andy and Greg) Award Winning Designs
Finest For Family Living Awards 98% Customer Satisfaction
Highly trained and experienced new home consultants Highly experienced in house construction managers Top financial mortgage consultants Long term relationships with high quality
subcontractors Hands on executive level management support This team is ready to work for you as part of the 100
homes we build in 2009
Cynical buyer, negative, they generally don’t buy.
Action: Be kind and polite, give them a brochure and send them on their way
They know exactly what they want, and what they want to buy
Action: (Spec Buyer) Let’s take care of all the paper work, review the values and benefits of our homes, and we can settle you in 30 days.
Action: What do you need to know to make a buying decision today?
Low on relationships, very detailed, accountants and engineers.
Action: Refer to Product Knowledge Points and Inner Beauty Book
Interested in building relationships Who will be affected by this purchase
Psychologist, Teachers, & Social Workers Action: Compliment, feed ego, stroke buyer, and
hold their hand the whole way through Action: Listen like you have all the time in the
world Action: “Imagine the entertaining you can do you
in this family room!”
No small talk, quick and to the point, and they will lead you.
Action: Show our technology advantages Action: Show the financial benefits
Listen attentively Pause before replying Use Open Ended Questions
How do you like to buy? How do you mean? How soon are you looking to move in?
(Close Ended or Check Close Questions)Does this make sense to you so
far?Do you see how this would make
sense?
Watch Dog Foundation Waterproofing Flexible membrane sealant which expands and
contracts with climate change and settlement movement.
Eliminates water infiltration through the foundation
10 Year Warranty vs. 1 Year competition Why is this better than the competition?
Thicker Membrane that expands seasonally to seal your foundation and prevent basement leaks.
The foundation paint will adhere better and provide your home with an enhanced look.
10 Year Warranty. Why settle for one year from competitors when you can get a 10 year?
Taex Pest Control System Series of plastic tubes that we run throughout the
house that run inside the walls with an external fill port.
Once contracted with Hometeam Pest Control, their professional service technician applies the treatment from the exterior of the home quarterly, thus eliminating entry into your home.
Why is this better? Eliminates direct spray toxin exposure to children
and pets. Treatment can be completed when your away. No
need to be home! Eliminates typical time wasting inconveniences
related to conventional pest control applications.
Brick Front Standard Enhances the beauty and value of your home as
well as the community Helps dampen external noise (STC of 56) Low Maintenance Why is this better?
More attractive Better resale value Quieter interior More durable, low maintenance Lasts the lifetime of the home Increases Insulation R-Value
Basement Construction Step down slab in mechanical room
Safeguard against water leakage Prevents against potential damage to flooring,
furniture, and walls etc. Why is this better?
Acts as an emergency reservoir in the event of unexpected water accumulation.
Emergency back up sump pump Does not rely on electric or battery back up Fully functional with no power Provides continuous protection from your primary
pump failure Why is this better?
No battery maintenance Systems with batteries have a limited
running time Continuous protection when you’re not home
(vacation, work etc.) 90% Competition = No Back Up System Possible insurance discounts (check with
provider)
Mold prevention spray (all finished areas) Applied to all wood products in basement Totally Green Why is this better?
Not used by competition Environmentally friendly Prohibits potential mold growth No harmful chemicals used (family and pet safe) Product is edible and used in food products Easily identified by its color tint upon application
Metal Studs (Non Structural 24”) Located on all non-structural areas Prevents any moisture from being trapped or
absorbed Prevents bowed studs allowing for straighter
walls Why is this better?
Helps prevent mold growth for a healthier living environment
Prevents any moisture from being trapped or absorbed
Prevents bowed studs allowing for straighter walls
Mold resistant insulation Why is this better? Prevents any moisture from being trapped or
absorbed Helps prevent mold growth for a healthier living
environment
Floor Systems Engineered Floor Joist
never exceed 19.2” on center vs. 24” by competition
Eliminates floor vibrations and tremors Eliminates cabinets from rattling Why is this better?
Makes for a quieter home: virtually eliminates squeaky floors , deflection, and unevenness.
Advantech Sub Flooring (50 Year Warranty) ¾” (Haverford) vs. 5/8” (Competition) thickness Resists swelling and shrinkage and flaking vs.
standard OSB (competition) Engineered product, moisture and mold resistant Prevents separating and cracking of vinyl,
hardwood, & ceramic tile seams and floors Fewer drywall cracks and nail pops Why is this better?
Eliminates floor squeaks
Roofing 30 Year Architectural Shingles vs. 20 Year 3 Tab
Aesthetically more pleasing with a detailed design Additional 10 year life expectancy Less prone to leaks due to quality design
Wall Panels Engineered wall panels in lieu of stick framing Panels custom designed and engineered Constructed in a controlled environment Allows for a more uniform product and reduces
build out time
Rails Oak stained pickets in lieu of painted poplar
Adds a richness and elegance
Exterior Trim Synthetic material adds a low maintenance
Eliminates rotting, pealing, mold, mildew, chipping, cracking, and bleed through
Plumbing Upgraded Moen Fixtures
Pull out spray faucet in kitchen Exceeds builders grade classic lever handles stylish design complements any decor conserve water without sacrificing
performance Separate Shower in all Master Baths Standard Jacuzzi soaker tub (option for jets)
90+ High Efficiency Gas Water Heaters
Heats water faster Up to 96% energy efficient
Heats more water with less energy
Structured Wiring Alarm Pre-Wire for siren, motion detector,
keypad, and front door entry Security system included with a 2 year
monitoring agreement Provides protection and reassurance for your
family and valuables Plug and Play Smart Box
User friendly and adaptable to homeowners changing needs
Allows for future technological advancements 3 Telephone/2 Cable
All homeruns (individual line sets) Allows for additional phone lines
Ceramic Low maintenance and durable Adds custom look Sanitary benefits (vinyl may absorb moisture) Better for resale value vs. (vinyl)
Interior Doors Unique “Classique” Style with brush nickel
hardware Adds elegance
& White Shadow
Upgraded Interior Trim (Community Specific) 5-1/4” vs. 3-1/4” base molding 3-1/4” vs. 2-1/4 “ door and window casing 4-1/2 crown vs. 3-1/4” crown
Accentuates the architectural details in your home Adds decorative style and complements room
features
2 Tone Paint Enhances detail providing a designer look Adds sophistication and elegance to your home
Cabinets 42” (Haverford) vs. 30” (Competition) Oak
Cabinets Added resale value Additional storage space for a more versatile
kitchen Granite (3 Standard Colors RB, LP, RP)
Under Mount Sink Standard Added resale value Custom appeal
Interior Hardware Stratus Brush Nickel Manufactured by Schlage
Appliances (community specific) Maytag
Gemini Double Oven Range vs. Single Oven Re-circulating microwave vs. range hood 25 CU French door fridge with bottom freezer
(ice and water on door) vs. 18 cu standard top freezer (no water and ice)
Standard gas in all communities
Hardwood Hardwood in the foyer and hallways in all
houses vs. vinyl Bruce Dundee, 3/4" thick X 2 1/4" wide oak
and multiple finishes. Pre-finished and maintenance free Increases resale value Adds luster and beauty to your home
Establishing a quality relationship Establish a connection with the prospect
Generic conversation and compliments “How old is your little boy?” “I love your hair!” “I see you enjoy nice things.”
Discovering “hot buttons.” Soft questions
“Is this your first time here?” “Were you referred to us through a home
owner?” “Are you in the market for a new home?” “What is the most important thing to you in
a new home?” “What prompted you to start looking?” “How do you like to buy a new home?”
(Audrey to provide examples)
Say it!!! “Haverford is the lowest risk and best
choice option and would you like to know why?” Values and Benefits of Haverford
“Your 1 of 100 as opposed to 1 of 5000.” We have the ability to semi-custom your home
to your specific needs “You buy quality once and have it the rest of
your life.” “We have a 98% approval rating which sets us
apart from the industry.” “Our customers feel so good about us that they
often recommend their friend and family.”
“At Haverford we care about you and your families specific requirements.”
“We want to hear what matters to you and your family.”
“We build a quality semi-custom home with14 years of experience and a 98% approval rating that sets us apart in the industry.”
Ascending Close Requires 6 “Yes” Questions
Are you looking for the ideal house in a quiet neighborhood like_________?
Are you interested that we customize your home to your specific needs?
Are you interested in an estate subdivision like our community here at _________?
Are you in the market to purchase sometime in the future? Are you looking for a quality semi-custom builder such as Haverford
who is reputable? Are you looking for a safe neighborhood? Are you looking for a home with granite countertops in the kitchen? Are you looking for one of our homes with ceramic/granite etc? Are you looking to get the best value? Are you looking for a builder to satisfy your needs? Is our 98% customer service approval rating important you? Is our ten year new home warranty important to you?
Hot Button Identify the need Discovering “hot buttons.”
Soft questions “Is this your first time here?” “There seems to be something in your mind that is
making you hesitate. Do you mind if I ask what it is?” “On a scale of 6-10 where are you on buying a home?” “If you had a wish list, what would it be?” “Were you referred to us through a Haverford home
owner?” “Are you in the market for a new home?” “Do you live in the area?” “What is the most important room in your new home?” “What is it about a new home that makes you feel
good?” “What prompted you to start looking?” “How do you like to buy a new home?”
Trial/Check Close “Would this 4 bedroom layout work
for you?” “Don’t you think this open foyer
would work great for entertaining?” Might you be interested in knowing
that you’ll save 15% in energy costs? Would you like to see your choices
for granite countertops?
Power of Suggestion Draw mental pictures Speak to prospect as though they own
it Look how this lot backs to trees Those trees behind your house will never
be disturbed. You’ll always have this view. How about a playing 18 holes on a
championship golf course located conveniently near your home?
Check out the views of the lake from your backyard!
Invitational Close“When would you like to settle?”“If you don’t have any other questions or
concerns, here is the next step.”“Why don’t we take a look at the available
lots?”“We could start construction immediately and
have it completed in November. Why don’t we schedule for a November delivery.”
Prospect: How much is this just the way we see it?
Sales Person: If it’s not exactly right for your needs there is no charge at all. Can I ask you a couple of questions before we get to price?
Price Resistance Prospect: You are too expensive? Sales Person: That’s a very interesting observation;
We are busiest privately held builder in the area. Would you like to know why?
Sales Person: I understand how you feel. Others have felt the same way. However our homeowners have found that we are the best value and lowest risk to meet their semi-custom needs for their new home.
PointsDo not bring up price (That’s the best part)Focus on the value the customer receiveExplain why it’s priced through values and benefitsNever discuss price without discussing the values and
benefits at the same time“The Ashley including granite countertops, 4800 SF, on a 1
or 2 acre lot, will cost you x.”You cost too much“Compared to what.”
Sudden Death Close Print out Sales Contract
Sales Person: “Either this is a good idea and we ought to go ahead it with it or it not a good idea and you should forget it. But one way or another why don’t we make a decision right now so we can stop wasting each other’s time. “ Slide contract to person and sit silently
40% will push back and would have never purchased
60% would go ahead and sign after the tension
Just Suppose Close Find out the key objection Always remain positive, warm, and easy going. Continue to ask “are there any other concerns.”
Do not answer right away! Continue to ask until you have found the “primary concern.”
***Address all concerns at once***Prospect: I’m not sure if I should move forwardSales Person: There seems to be some question in
your mind that’s causing you to hesitate. Do you mind if I ask what it is…is it the price?
Prospect: It is the X?Sale Person: That is very important concern and in
addition is there any other reason why we shouldn’t move forward to today?
The last reason is the real objectionSales Person: That’s a very important concern and it’s
very important we answer that. What would it take to put you at ease with that concern?
Sharp Angle Close Prospect: I just can’t afford these
payments right now Sales person: Would you buy the home
if we could lower those payments to where you feel comfortable?
Sales Person: If we could pretty much build you the same thing for less would you take it?
Instant Reverse Close Prospect: The market is terrible right now Sales Person: That’s exactly why you
should purchase today! SP: You want to get this for the very best price
don’t you? SP: You want to go with a builder who
provides the best quality don’t you? SP: You’re probably going to buy a home in
the near future…correct? SP: That’s exactly why you should purchase
today at this price because you will never get a better combination of product, quality, delivery, and price.
Change Places Close If you were selling this home to me, how
would you convince me to purchase? What would you tell me that would ease
my fears and help me move forward on a buying decision?
Let’s use the Ben Franklin Decision Making Method Sales Person: “Lets list the benefits--
some of the reasons you should make this purchase. Then we'll list the negatives. Fair enough?” Sales Person writes down all the benefits to
this buying decision with prospect Prospect will write down all the cons to this
buying decision (shorter list generally)
Door Knob Close Before you leave today could you
share with me your thoughts on how I might be able to improve my presentation? Was there anything that I didn’t
cover? Where there any concerns I did not
address? Was what we discussed clear to you? Was there anything I could have
improved on?
Referral Close Agents-Do you have 2 or 3 other
seasoned agents like yourself who you could refer to us?
Prospects/Buyers-You have been such a pleasure to work with. Perhaps you could provide names and contacts to 2 or 3 family or friends who may be in the market to buy (now or in the future)?