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So, basically, Javier spelled it out for me by breaking it down into 5 categories:

1. Punctuality. Sounds funny, right? Well, according to Javier, it’s vital to arrive on time or early to every single appointment every day of the week. It doesn’t matter what else you’ve got going on, punctuality sends a message to consumers that they matter. It also sends them a message that you are well organized.
2. Professionalism. Professionalism means never letting ‘em see you sweat. It means that no request (how big or how little) is a big deal. No matter the problem, every response should be handled with appropriate language and actions. I recently received a handful of emails from a frustrated seller in which he went on for over 500 words outlining his dissatisfaction with his septic system and the buyer’s agent on the transaction. He used a number of swear words and said way more than anyone should ever say in any email. While it is tempting to respond with some candid language of your own, this type of stuff should be dispensed with in a manner where you exude extreme self-control. (Also, keep in mind that anything in an email can be used against you in court. So be careful to be professional in all emails.
3. Presentation. Presentation not only refers to your personal presentation (your manner of dress, for example), but it also refers to your scripting, your ability to handle objections, and your listing and buyer presentations. How would you rate your presentation? Simply when addressing the issue of dress, the men on Javier’s team always wear a shirt and a tie on Monday through Thursday and polo shirts with the company logo on Friday (business casual).
4. Product Knowledge. It is vital that you know your product. However, if you don’t, by all means, do not fake it until you make it. Admit what you do not know and seek the answers for your prospective clients in a professional manner. Study market reports, tour broker opens, learn your market and master your product. When you get a call for a listing in group of tract homes in your farm, you should be able to envision the floor plan without even seeing the inside of the home. That’s product knowledge.
5. Passion. If you are passionate about real estate, the first four p’s will come. You will naturally stay up late studying the market, working on your presentation, and trying to be the best that you can be.

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