I’m so excited to share with you my conversation with Robyn O’Brien. Robyn has over 20 years in sales experience from telecommunications, property management and now business development in real estate. In today’s post, she gives great advice on how to be a better salesperson- whether or not you are in a sales role at your job. She even shares a hilarious story of how she used her sales experience to talk her way out of a speeding ticket.
Robyn and I work together at Miranda Real Estate Group. She handles any incoming inquiries about buying or selling a home or calls in with questions for Miranda Real Estate are directed to Robyn. She then assigns that customer/client to an agent based on what their needs are.
Real Estate is very much a relationship based industry, part of Robyn’s job is to create and maintain new relationships with clients. Robyn connects with a customer and find out what their story is. Based on their story, she will connect the customer to an agent for the transaction. Robyn is in the office full time to be a voice for all the real estate agents to any incoming clients with questions.
Q: What did you go to school for?
Robyn went to school for Fashion Merchandising. In her early 20s, Robyn was connected to AT&T and was brought on for sales. Once she started in in sales, she stayed. Robyn worked for 3 different telecommunication companies in outside sales, traveling all over. After some time, she wanted something more structured and started with a property management company, and loved it.
Q: How many years of sales experience do you have?
Robyn has about 20 years of experience in sales. “I always loved to help people. I’m organized, I’m a great multi-tasker and a great judge of character. I think that’s a great recipe for a great salesperson.”
Q: What differences do you see in your approach to sales compared to others?
“The ability to realize how you need to change your personality for the person on the other end. Some people are in a hurry or want the ‘short version’ and others require more thorough explanations. Being able to discern how to approach this customer and the best way to follow up makes all the difference.”
Q: Sales has the misconception of annoying people, calling or knocking on your door. What skills do you possess that help you do well in sales?
“You cannot come across as desperate. People don’t want to work with someone desperate, someone that isn’t listening to them.”
“I let people know I am interviewing them as much as they are interviewing me. I don’t want to make an appointment just for the sake of making an appointment. We may not be the right fit for this customer. I give the customer the tools they need to make an informed decision. I come across as ‘I am helping you, it’s not the end of the world if I can’t. But I would like to.'”
Q: Do you make or receive more calls?
The method of communication is based on the customer’s schedule and preferences. Robyn makes a lot of calls every day. She also texts and emails quite a bit.
Q: What approach do you take to a sales call to ensure you don’t sound “annoying”?
Robyn opens the conversation by asking what the customer is looking for. If the customer is not in a position to speak, because they are at work, etc., Robyn quickly switches the conversation to schedule a better time to talk. Based on that response, Robyn will follow up later that day or another day.
Q: What advice do you have for someone who is not as confident over the phone?
Make sure you know what you’re talking about, before you make the call do you research. Have the answers to potential questions on hand. When you exude the confidence, the customer will pick up on it. When you’re more reluctant, the customer will not be as comfortable talking to you or shut you down. Robyn considers herself street smart with a savvy way of thinking and a natural ability for sales.
Funny sales story: Robyn was running late for an appointment in Vermont and ended up pulled over by a police officer for speeding. She explained to the officer that she was running late to an appointment and asked if she could receive her ticket later! Because of how Robyn delivered this question, she ended up getting out of her ticket AND sold phones to the police department at a later time. Completely unintentional, just an amazing situation.
Q: What is one of the most common misconceptions about someone who works in sales?
“People think we’re just in it for the money and that we don’t care for their personal well-being.” For Robyn, that’s the furthest thing from the truth. It’s such a great feeling when she receives a referral from a satisfied customer. When Robyn is talking to Miranda Real Estate customers she wants them to feel like they need her service more than she needs them as a customer.
Q: What is something that you get asked the most?
“Why should I choose Miranda Real Estate Group?” Robyn’s answer is to share how Miranda’s process is unique to other brokers, which gives the customers more trust and feel a stronger connection.
Q: When returning to the workforce, did you ever consider anything else?
After Robyn and her husband had their children, she was ready to go back to work. Robyn asked her husband what he thought she should do. He had no hesitation about Robyn going back into sales. He believes she has a gift for it. Sales has such a bad reputation, but to be good at it you need to find your niche.
“I can’t say I loved what I was doing at the telecommunication companies I worked for. I don’t think I could really say that until I started in real estate. That’s when I found my niche.”
Robyn has a passion for helping customers find their home and genuinely wants to help them. That is how she is so successful in this sales role in the real estate business.
Q: What do you have for lunch?
“Sometimes I go home and walk my dog. Sometimes I’m running errands or meeting with friends. Everyday is different. It is important to get away for a little break and let your brain recharge.”
Q: Tell me about your organization habits:
Robyn is a firm believer that you cannot just wing it in sales. You have to have systems in place. Her agenda for the day is pretty much the same every day- except for lunch. “You definitely have to be a planner and keep track of who you need to follow up with. It is important to follow through with everything you say you are going to do.” Robyn uses different CRM systems (customer relationship management) to schedule calls and appointments with customers everyday.
“Note taking is very important in sales. This helps you remember your customers’ needs and you can personalize the conversation, which will also build rapport with them.”
Q: Tips and Tricks for anyone in sales:
“Don’t give up. Don’t take the no’s personally. Reach out if you need help. Find a niche that you really love.”
Best way to reach Robyn is:
518-417-4942 or email robrien@mrgteam.com
