Six weeks to better conversations with home buyers
Sales training for new-home sales consultants. Eight short masterclasses teach the ten discovery questions. After every visit or call, a coach reads your notes and asks the question you haven’t asked yet.
Works on a phone, tablet or laptop. No scores and no league tables.
Hannah Clarke
Visit, Saturday morning
Came in on her own. Renting a two-bed flat with her partner Dan. Baby due in March. Said the flat is “fine for two, hopeless for three”. Loved the garden on the Aspen. Dan hasn’t seen it yet.
What you know about Hannah
- 1 The flat is “fine for two, hopeless for three”. Why move. Customer said, from Saturday’s visit.
- 2 Baby due in March. Why now. Customer said, from Saturday’s visit.
- 7 Dan is involved and hasn’t seen the home yet. Who decides. Customer said, from Saturday’s visit.
What does Dan need to see or hear before you meet again?
You know Dan is involved, but not what matters to him.
Training that runs alongside real appointments
Most sales training is a day in a training room. This programme runs for six weeks in the sales office, using the customers your team is already talking to.
- A few minutes after each visit
- Type what happened, the way you’d tell a colleague. Your note is saved before anything else happens.
- One record for each customer
- Every visit, call and email adds to the same record, so you can pick it up next week without starting again.
- Works on the devices you have
- Phone, tablet or laptop in the sales office. There’s nothing to install.
Built around ten discovery questions
Every customer record is organised around the same ten questions. After each conversation you can see what you know about a buyer, and what you still need to find out.
Each customer shows the ten questions at a glance: discovered, partly discovered or not yet.
- 1 Why is this customer considering moving home?
- 2 Why do they want to move now?
- 3 What does this customer really want their new home to change or improve about their life?
- 4 What have you discovered about how this customer lives?
- 5 What matters most to this customer when choosing their new home?
- 6 Why was this customer interested in our development, and what did they think of what they saw?
- 7 Who is involved in making the decision, and what else are they considering?
- 8 How ready and able is this customer to move?
- 9 What could prevent this customer from buying a home with us?
- 10 What should happen next to help this customer move confidently towards a decision?
A coach that only uses what you wrote
The coach reads each note and builds up what you know about the customer. It keeps three things apart, so you always know where a statement came from.
Customer said
Their own words, with a link to the note they came from.
“We just don’t have room to breathe.”
Your impression
What you noticed or concluded. Kept separate from what they said.
The school walk seems to matter most.
Coach suggestion
An idea from the coach. It only joins the record if you accept it.
A 95% mortgage may limit which homes are realistic.
It quotes your note
Every statement it adds comes with the words from your note. If it can’t point to your words, it doesn’t add it.
It asks, one question at a time
One or two follow-up questions after each note. Answer, skip, or say you don’t know yet.
It notices when things change
If a buyer’s deposit falls through, it flags the conflict and keeps the earlier version for you to check.
It can draft the follow-up email
You check every word, then open it in your own email app to send.
How the six weeks run
Eight masterclasses on Tuesdays and Thursdays, each with a short PDF to keep. Then two weeks to practise with real customers while the coach keeps asking.
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Week 1
- Class 1 Tue
- Class 2 Thu
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Week 2
- Class 3 Tue
- Class 4 Thu
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Week 3
- Class 5 Tue
- Class 6 Thu
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Week 4
- Class 7 Tue
- Class 8 Thu
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Week 5
- Practice with the coach and catch up
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Week 6
- Practice with the coach and catch up
Every morning
A short message on the home screen to start the day.
Every Wednesday
One question about how the programme is going, answered by name.
Every Friday
An overview for managers to support each person.
A Friday overview for sales managers
See who has been recording customers, how far each person is through the course, and how much discovery is written down. It’s there to start a supportive conversation.
- Activity, course progress and discovery are shown separately, never added up into a score.
- People are listed alphabetically. There are no rankings.
- Compare an early note with a recent one, side by side, and talk about what has changed.
- Private notes stay private. You see that one exists, not what it says.
What it doesn’t do
It doesn’t score anyone
No scores for customers, and no rankings of your staff.
It doesn’t send emails for you
You check every word and send it from your own email.
It doesn’t share contact details
Customers’ email addresses and phone numbers are never sent to the coach.
It doesn’t replace your judgement
Everything the coach adds is marked, and you can correct or remove it.
Thinking about it for your sales team?
Book a call. We’ll show you the programme with example customers and talk through what your first cohort would need.