Tony and Suzanne Marriott's Phoenix Arizona Real Estate Blog

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Role Playing Partners in Sheeps Clothing

I just finished reading a post by Jim Lee that reminded me of what I think is a great way to get to practice some of your more aggressive scripts and dialogues with no downside.

Telemarketers.  Woe betide the telemarketer who calls and I answer because I'm in the mood for a good role play!

Telemarketer

Ring Ring

Tony Marriott

Hi, This is John (or Jane) Doe calling to speak to Tony Marriott.  Is this Tony?

I believe I covered that when I answered the phone.  How may I be of help?

Hi, Tony.  I'm calling on behalf of XYZ Whammo Widget Company to tell you about the thing that's so much better than buttered toast it's going to rocket you to the top position in your market and cause all the other agents to hang up their licenses.  Do you have a moment?

Absolutely - I'm so glad you called.  Which of our listings were you interested in?

Ummh...no I'm not interested in buying one of your listings, I'm calling to (TELEMARKETER SCRIPT INTERRUPTED BY TONY)

Well, if you're not calling about one of our listings, then what's the address of the property you're wanting to sell?

Huhh? No - I don't have a property to sell, in fact I don't even live in your area, as I was saying (TELEMARKETER SCRIPT INTERRUPTED BY TONY)

Do you own your own home?

Well....no I don't.

Would you like to?

Well of course some day.

If I could put you in touch with a REALTOR and a Lender in your area who could show you how to purchase a home would you be interested?

To be honest...my credit really sucks..I don't think I would be able to.

I think that evaluation should be made by experts - don't you?

Well...umhh...er...I guess so.

Great - what's the best email and phone contact information for you?

But you're missing the point - I wanted to tell you about our XYZ Whammo Widget!

And today is your lucky day - because instead of this call being another rejection, you managed to reach someone who can help you reach your goals!  These things always happen for a reason - don't you think?

Well...yes...I suppose they do.

Etc., Etc., Etc.............................

Of the countless times I've had the above discussion or some variation thereof, I've had about half a dozen actually give me their contact information, and one of those result in a closed referral!

So - next time your phone rings with caller ID blocked or a toll free number showing, put on your role play hat and give it your best shot.  It might just payoff - and worst case gives you great role playing practice with someone who is trying to control the call with a script totally different than yours!

About the Authors - Updated 2018

If you are considering a Traditional or Short Sale of your home in Phoenix, Scottsdale or any location in Maricopa County Arizona, you owe it to yourself to talk with the BVO Luxury Group @ Keller Williams Arizona Realty to determine whether Tony and Suzanne Marriott are the best real estate Brokers in the Phoenix and Scottsdale metropolitan area to help you with the Successful Sale of your home.

Tony and Suzanne have personally Listed, Sold and Closed more than a hundred Short Sales with the highest list to close rate in the Phoenix Metro Area!

Tony Marriott - Chief Operating Officer - BVO Luxury Group @ Keller Williams Arizona Realty

Suzanne Marriott - Chief Learning Officer - BVO Luxury Group @ Keller Williams Arizona Realty

Associate Brokers, REALTORS
BVO Luxury Group
Keller Williams Arizona Realty

Comments

ROFL..>Bueno!

No matter how you do it, it's about controlling the conversation.

Posted by Renée Donohue~Home Photography, Western Michigan Real Estate Photographer (Savvy Home Pix) over 12 years ago
Now that's what I'm talking about.  I've listened in on several of these and they are absolutely hysterical!
Posted by Suzanne Marriott, Associate Broker, CLHMS, e-PRO (Keller Williams Arizona Realty) over 12 years ago

The telemarketers usually as Mr. Chris Griffith, so I realize it's no one that I know and they're selling something.  I then explain that he died last week and they should probably take him off the list.  Your approach sounds a little more civilized.  :)

Posted by Chris Griffith, Bonita Springs Listing Agent (Downing-Frye Realty, Bonita Springs, FL) over 12 years ago

My dad and I would do role playing when I began to help me overcome objections and learn through conversation...It's one of the best tools to help your business...

Scott

Posted by Scott Gormley (Oak Valley Mortgage-California Home Loans and Refinancing) over 12 years ago

Hi Tony,

Thanks for the post.  I think role playing is a great idea.  We are incorporating more of it in our business plan. 

 

Posted by John Hruska (Homes Charlotte, LLC) over 12 years ago
Very entertaining!  Reminds me of a Seinfeld episode where Jerry turns the table on the telemarketer!
Posted by Kaushik Sirkar (Call Realty, Inc.) over 12 years ago

I just used theis on the dude from allhud.com (who found my name here)

Too funny!

Posted by Brian Brady, 858-777-9751 (San Diego VA Home Loans/858-777-9751) over 12 years ago
Tony, that is priceless! What a guy! I'll have to try that one instead of what I have been doing lately. As you well know, we get plenty of them and I just am so sick of hearing someone say that they can put me as number 1 on the search engines...fell for that...been there...done that...not doing it again! I usually tell them, "Sure, I'd love to...just a little short on cash right now but I got an email from someone in another country and there is millions to be had so I'll just forward that email to you and you take what you need." They either hang-up or they get a laugh out of it and realize that I'm not to be toiled with. But, your approach may bring in business, so I should turn it around and perhaps rethink my strategy. Thank you.
Posted by Gena Riede, Real Estate Broker - Sacramento CA Real Estate (916) 417-2699 (Riede Real Estate, Lic. 01310792) over 12 years ago
Tony, you are brilliant!!!  It's much better than just saying "no thanks" and hanging up!!! 
Posted by Chris Tesch, College Station, Texas Real Estate (RE/MAX Bryan-College Station) over 12 years ago

Good Job.  When my brokers call me I immediately go into role playing mode.  That keeps us on our toes.  We just set it up so that if you recognize the caller play the game and use your brain to work on the things that are hard for you to do.

I have a sales guy that calls every other day or so.  I am going to get him next time.

 

Posted by David Jones (Equity Bank) over 12 years ago

Tony: I have copied this and am pasting up above my desk. Can't wait for the next telemarketer.

Five stars and a bookmark for you!!!

Posted by Roberta Murphy, Carlsbad Real Estate and Homes (San Diego Previews Real Estate) over 12 years ago

Great idea Tony... might as well have some fun with them... In the late 70's and early 80's I made my way through school as a telemarketer.. and always got a kick out of the folks that had fun with me, of course it was easier to be a telemarketer in those days.

I never speak to the telemarketers anymore, my kids answer the phone and play with them.

Posted by Angus in Naperville IL (RE/MAX of Naperville) over 12 years ago

I actually did that with a person who was helping me with a problem on my checking account.......

I was stunned it worked too.....

:-D

Posted by Alexander Harb, Dallas, Texas Real Estate Investing (Knights Investing) over 12 years ago

Great post Tony.  I've also done this but with nowhere near the tenacity you did.

Telemarketing is all about who controls the conversation.  Attaboy.

Posted by Keith Jeppson - Salt Lake City Real Estate (Everest Realty Group) over 12 years ago
BRILLIANT, BRILLIANT, grab yourself a Guiness
Posted by Dick & Sandy Beals (Wilmington Real Estate 4U Wilmington, NC) over 12 years ago
Brilliant is right! And Hilarious and worth every second of reading it and more. This is indeed a great way to "practice." No harm. No foul.
Posted by Jeff Turner (RealSatisfied) over 12 years ago

How funny, what a great way to think outside the box and have some fun!  Better to keep the telemarkets on their toes and off your back!

Posted by Laura Spears (Olympic Northwest Insurance) over 12 years ago
Great! With all the telemarketers I get I should be able to increase my business subsantially, even if the conversion rate is mediocre. Thanks for sharing.
Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (Solutions Real Estate ) over 12 years ago
Too funny, next time BellSouth calls me from who-knows-where, I'll have some fun!!!  Maybe I should take my home number off the DNC list? Thanks Tony!
Posted by Silvia Dukes PA, Broker Associate, CRS, CIPS, SRES, Florida Waterfront and Country Club Living (Tropic Shores Realty - Ich spreche Deutsch!) over 12 years ago
Wow, it's about flipping the script.  I just hate telemarketers.  But for those persistent ones on the phone, flipping the script sounds real good.  I'll try it tomorrow - my phone always rings, usually, we choose not to answer them.
Posted by Netta Blackwood, REO/BPO Expert (La Rosa Realty) over 12 years ago

I love it. And isn't it 100 percent on the mark.

Who has the control? When you have the control things flow just right for you. Doesn't mean it always ends in a "yes" but at least you had a chance to control the conversation.

Posted by Toby Boyce, MBA, Delaware Ohio (C.G. Boyce Real Estate Co.) over 12 years ago

outside the box

Laura Spears already took my comment... so I will just use pictures. And Tony, I would have just hung up in the first minute. 

Posted by Jeff Belonger, The FHA Expert - FHA Loans - FHA mortgages - USDA loans - VA Loans ( Social Media - Infinity Home Mortgage Company, Inc) over 12 years ago
I love it! My favorite telemarketing revenge is when I get the phone service providers like Sprint, Verizon etc., I yell at them to speak up, because I can't hear them. It doesn't earn any business, but it sure cheers me up!
Posted by Michael S. Mackey, REALTOR ABR, CRS, GRI, RSPS (CENTURY 21 All Islands) over 12 years ago
My wife is an expert at blowing these guys off, and she does it with kindness. But, this is classic. Nice going Tony!
Posted by David Love, CRS,GRI,SRES,CDPE (David Alan Love, Realtors) over 12 years ago
Great post, Tony.  It appears as though everyone is ganging up against the telemarketers these days.  Oh well!  BTW, it looks like you just hit the telemarketer in the picture over the head with a 2 x 4.  Or is he just dazed from having received your sales pitch! LOL
Posted by Stefan Scholl, Northern Michigan Real Estate (Buyer's Broker of Northern Michigan, LLC) over 12 years ago

Tony, great description of dialogue. Way back in the beginning of RE time, I used to turn the telemarketers calls into my own "cold calls", using the FW script : 'Do you want to buy or sell your house? Well, do you know anyone who might want to  buy or sell?

I do it now sometimes with advertising people. You have to have time and be playful.

And this also can work with a wrong number. Keep having fun, there are enough challenges out there.

www.HomeRome.com

Baltimore,Md.

Posted by Margaret Rome, Baltimore Maryland, Sell Your Home With Margaret Rome ( HomeRome Realty 410-530-2400) over 12 years ago

agreat post.  I am on a do not call list so I get very few of these calls.

Please share your story if you actually do it.

Posted by Jennifer Fivelsdal, Mid Hudson Valley real estate connection ( JFIVE Home Realty LLC | 845-758-6842|162 Deer Run Rd Red Hook NY 12571) over 12 years ago
Wow - 26 comments - I didn't see that coming!  I'll be back with specific responses later today.  Thanks for the comments!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
Renee - Agreed - It's all about controlling the conversation - and practice never hurts!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
Suzanne - I do it just to entertain you my love!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
Chris - You bring up a good point - it's fairly common to hear the telemarketer ask for a name that bears a distant resemblance to your own!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago

Scott - I think if you surveyed all the more successful sales people you would find that role playing played a part in their success - thanks for the comment!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
John - You're welcome - hope it produces results for you!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
Kaushik - I hadn't seen that episode - but now I'm going to have to scour Amazon to find it!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 12 years ago
Tony, I love the script, it sure is a great way of breaking up a boring day when you get one of these calls.
Posted by George Souto, Your Connecticut Mortgage Expert (George Souto NMLS #65149 FHA, CHFA, VA Mortgages) over 12 years ago
This is very creative Tony! A way to keep the blood pressure down too, when this silly calls come in! Thanks!
Posted by Carole Cohen, Realtor, ePRO (Howard Hanna Cleveland City Office) over 12 years ago

Way too cool!

This reminds me of the Jerry Seinfeld response.

I agree, phone sales is all about control and plenty of finesse. I think you should record the next one and it could be your first pod cast!

Posted by Tim O'Keefe over 12 years ago

It is always fun to play with telemarketers.  It depends on my mood and how busy I am at teh time.

One approach I use is to ask a million questions about what they are selling and finally ask them to send my more information so I can study it.

My other favorite is to ask what they are selling right up front.  If they say they are not selling anything.  I inform them I only take calls from people selling something and hang up.

Posted by Randy Prothero, Hawaii REALTOR, (808) 384-5645 (eXp Realty) about 12 years ago
Randy - I just got the visual - good thing I wasn't drinking coffee!
Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) about 12 years ago

Brian I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Gena Riede  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Chris Tesch  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

David Jones  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Roberta Murphy  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Angus in Naperville IL  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Alexander Harb  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

keith  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Dick & Sandy Beals  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Jeff Turner  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Laura Spears  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Jeff  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Silvia  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Netta Blackwood  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Toby  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Jeff B  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Michael  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

David Love  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Stefan Scholl  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Margaret  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Jennifer  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

George  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Carole Cohen  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Tim O'Keefe  I was remiss in the early days - just now catching up with comments from blog posts since day 1 - thanks for the comment - hope you are still in the 'Rain!   This is a timeless topic!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) almost 4 years ago

Tony and Suzanne Marriott I used to reverse roll play with telemarketers but this was another way to handle a pushy caller.

Posted by Margaret Rome, Baltimore Maryland, Sell Your Home With Margaret Rome ( HomeRome Realty 410-530-2400) almost 4 years ago

Just noticed this post is from 2006!! And it's still relevant!

Posted by Margaret Rome, Baltimore Maryland, Sell Your Home With Margaret Rome ( HomeRome Realty 410-530-2400) almost 4 years ago

WOW!  Talk about a resurection....8 years old, good going Tony!

Posted by Dick & Sandy Beals (Wilmington Real Estate 4U Wilmington, NC) almost 4 years ago

I printed this years ago--and still enjoy it! A classic.

Posted by Roberta Murphy, Carlsbad Real Estate and Homes (San Diego Previews Real Estate) over 3 years ago

Enjoyed this post and want to read more - visit our website  - HavenExpress.com - where all your questions about buying and selling residential real estate in Arizona are addressed!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) over 3 years ago

Planning to sell your home in Scottsdale, Arizona?  Give us a call for a free, no obligation, consultation!  Haven Express

Listed, Sold and Closed 100% of listings taken (dozens of them) since June 2011!

Real Estate.  It's What We Do. Best!

Posted by Tony and Suzanne Marriott, Associate Brokers, Serving Scottsdale, Phoenix and Maricopa County AZ (BVO Luxury Group @ Keller Williams Arizona Realty) about 3 years ago

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