As a John L. Scott broker, you're part of one of the most respected, productive, and professional real estate networks in the industry
Every day, you’re faced with important decisions that shape the success of your business. The Foundations of Real Estate Success program is here to guide you through those early steps. This resource is designed to support your growth, offering foundational tools, strategies, and insights to help you build a thriving real estate career
Please keep in mind: Foundations of Real Estate Success is meant to be a reference guide its suggestions are key elements of your real estate education and professional development
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Disclaimer
This publication is intended to provide general information on the topics discussed and is for educational purposes only. It is provided with the understanding that neither the author nor John L Scott Real Estate is offering legal, accounting, or other professional advice
If legal or professional assistance is needed, please consult with a qualified expert. While every effort has been made to ensure the accuracy and usefulness of this material, no guarantee can be made regarding its proper application, and John L Scott Real Estate assumes no liability for its use or interpretation
WORKING WITH BUYERS
As you begin your real estate career, it’s likely that you’ll start by working with buyers more often than sellers. Many of these buyers may be first-time homebuyers, which means they’ll be relying on your knowledge and professionalism to guide them through what can feel like an overwhelming process
Your role as the buyer’s broker is to:
Help the buyer find the right property
Provide insight on current market value
Negotiate effectively on the buyer’s behalf
Manage the necessary transaction paperwork
Keep the buyer informed and confident throughout the process
This module will focus on working with motivated, qualified buyers, helping lead them to a successful home purchase decision
Pro Tip: Reach out to your Marketing Services Representative for your personalized “Buying Your Home” booklet a helpful resource for your clients.
Buyer Purchase Qualification: A Critical First Step
Not all buyers are ready or qualified to purchase a home. Many don’t know where to start. As their broker, one of your most important first steps is to help them understand and navigate the loan qualification process
Without this, you risk:
Spending time with buyers who are not financially eligible
Showing homes outside of their true budget
Creating unrealistic expectations, which often lead to buyer frustration
By assisting them early with loan qualification, you position yourself as a trusted advisor and set the tone for a successful working relationship
What to Ask About Loan Pre-Approval
Ask your buyer:
“Have you been pre-approved by a mortgage lender?”
If the answer is yes, follow up with these questions:
When was the pre-approval issued?
What loan type and amount have they been approved for?
Who is their lender, and what is their contact information?
Can you have permission to speak directly with their lender? (Or ask the buyer to notify their lender that you’ll be in touch)
Request a copy of the loan pre-approval letter
Important Note: Always ensure your buyer is pre-approved, not just pre-qualified. Pre-approval is a more reliable indicator of readiness and purchasing power
If the Buyer Is Not Yet Pre-Approved
If your buyer has not yet been pre-approved, here’s how to guide them through the next steps:
1 Provide Lender Referrals: Share at least two trusted lender contacts these can be professionals you’ve worked with or who come recommended by colleagues Ask the buyer to reach out within 24–48 hours to begin the process
2 Proactively Connect: Reach out to the lenders as well. Provide them with the buyer’s contact information and ask them to follow up directly. This helps keep momentum and ensures the process gets started without delay
3 Follow Up: Within a couple of days, check in with both the buyer and the lender to confirm they’ve connected and determine the results of the pre-approval conversation.
⚠ Reminder: Most of the buyer’s financial details such as income, credit score, and savings are confidential You don’t need to know those specifics What you do need to know includes:
Key Information to Confirm from the Lender
Has the buyer been fully pre-approved (not just pre-qualified)? Pre-approval is preferred to avoid surprises later in the transaction.
Loan Type: What type of financing has the buyer been approved for? (Conventional, FHA, VA, USDA, or a specialty program?)
Comfortable Price Range: What is the buyer’s qualified purchase price range and what are they personally comfortable spending?
(Being approved for $600,000 doesn’t always mean they want to spend $600,000 )
Closing Cost Support: Will the buyer need assistance covering closing costs? If so, how much either in a dollar amount or a percentage?
Source of Funds: Is the down payment or closing cost support coming from personal savings, gift funds, retirement accounts, or other sources?
Once you’ve clarified the buyer’s financial position and goals, you're ready to move into the next phase: the home search process.
Meeting with the Buyer: Uncovering Wants & Needs
Schedule your first in-person meeting with the buyer at the office. This creates a professional impression and allows you to:
Demonstrate the support and professionalism of the John L. Scott Silverdale team
Utilize tools like the MLS, internet, and printers in a distraction-free conference room
Prepare a Buyer Packet in advance to guide the meeting and provide value Here's what to consider including:
(You can follow up by listing the items included in your buyer packet, such as your business card, agency disclosure forms, home buying guide, sample purchase contract, etc )
Buyer Consultation Materials
Use a John L. Scott-branded two-pocket presentation folder to assemble a professional and informative packet for your buyers. Include the following materials:
Client Testimonials that highlight your work ethic and service
Welcome Letter or Client Info Overview
“Special Features You Desire in a Home” Form (One per buyer)
Lead the Process with Purpose
Position yourself as the guide by clearly outlining the steps ahead Consider printing a 3-month calendar page and filling in important dates such as consultations, tours, and offer review timelines during your meeting. This provides structure and shows your professionalism.
Building Rapport with Your Clients
The foundation of a successful client relationship starts with listening. Use open-ended questions to encourage buyers to share about themselves and their goals. The more they talk and the more you actively listen the better you’ll understand their motivations and needs
A helpful way to build rapport is using the F.O.R.D. method to prompt friendly conversation:
F – Family: “Do you have family nearby or moving with you?”
O – Occupation: “What kind of work do you do?”
R – Recreation: “What do you enjoy doing in your free time?”
D – Dreams: “What does your ideal home or lifestyle look like?”
Uncovering Each Buyer's Unique Preferences
Distribute the “Special Features You Desire in Your New Home” form to each buyer individually and ask them to fill it out without discussing it with the others This allows you to better understand each person’s individual priorities and preferences
Special Features Form Includes:
Absolute Needs (must-haves that are non-negotiable)
Strong Desires (important, but not deal-breakers)
Wish List Items (bonus features or ideal scenarios)
This insight will help you tailor the home search and offer options that truly reflect what your buyers are looking for individually and as a unit.
Uncovering Buyer Needs Through Thoughtful Questions
Asking the right questions is key to understanding your buyer's true goals, motivations, and priorities Open-ended questions encourage conversation, reveal preferences, and help you tailor the home search experience
Here are some essential questions to guide the conversation:
�� Home Preferences & Search Journey
What are you looking for in your next home?
What features are most important to you?
Where have you been looking so far?
How long have you been searching?
How soon are you hoping or needing to buy?
Why have you decided to purchase now?
�� Understanding the Buyer’s Background
Can you tell me a little about yourself?
What do you do for work? Where are you based?
What do you enjoy doing in your free time?
Where are you currently living?
Do you own your current home? If so, how long have you owned it?
Tell me more about your current home what do you love about it, and what would you change?
�� Reflection on Past Buying Experience
How did you find your current home?
What was the search and purchase process like for you?
Was there anything you’d do differently this time around?
If this new home purchase could go exactly the way you wanted, what would that look like?
�� Understanding Readiness & Support
Are you familiar with how real estate works here in Washington?
Are you aware of the current market conditions?
If you're financing, have you already been pre-approved for a mortgage?
Are there any other decision-makers involved in the process such as a spouse, parent, or child? If so, be sure to include them in key discussions and property tours when possible
�� Pro Tip: People buy based on their "why" not just the "what"
Features may catch their eye, but it's the benefits and emotional connection that seal the deal
Focus on what truly matters to your clients and always keep their motivation at the center of your guidance
FEATURE/BENEFIT ANALYSIS: ALIGNING DREAMS WITH REALITY
Once you've gathered your buyer’s wants, needs, and financial qualifications, put their criteria to the test by running a property search using MLS or JLS’s internal tools. This is where we begin to balance what the buyer hopes for with what the market can realistically deliver
Sit down with the buyer and review the initial results together As you go through the listings:
Ask for feedback on what they like or dislike about each property
Look for patterns and refine the search criteria accordingly.
This collaborative process not only clarifies priorities, but it also sets realistic expectations, helping the buyer understand that their wish list and qualification need to align
Ask:
“On a scale of 1 to 10 with 1 being you’re just starting out and 10 being ready to buy today where would you place yourself?”
Then follow with:
“What would need to happen for you to be at a 10?”
Selecting Properties for Previewing
Once the criteria are refined, work together to choose 4 to 6 properties to focus on Print MLS sheets for each listing with space for notes and feedback.
Encourage your buyer to drive by each property on their own time and assess the following:
General feel of the neighborhood Condition and appearance of neighboring homes
Curb appeal and exterior condition of the property
Proximity to services, schools, or transportation that matter to them
(What)
(Why)
Golf Course Privacy, View
4 Bedroom Master, Guest, 2 Offices
2 Bath Convenience
Large Kitchen Entertaining
Large Lot Storage for “Toys,” Gardener
Large Yard Privacy View Entertainment, Solitude
2 Car Garage Security & Storage
Tools and Preparation for Viewing
Set up the John L. Scott app on the buyer’s phone(s) for easy access to listings, saved searches, and alerts
Encourage open house visits when appropriate
If your buyer attends an open house without you:
Provide them with a few of your business cards
Ask them to hand your card to the open house host and identify you as their broker to ensure representation is clear
Follow-Up and Next Steps
Schedule a meeting to review their impressions from the drive-bys and any open house visits
Ask if there are any homes they’d like to tour inside
Use their feedback to fine-tune the search, showings, or next steps in the home buying process.
Listening to their reactions during this stage is key Every comment helps bring their true vision for a home into sharper focus.
If the Buyer Is Ready to View Homes
If the buyer responds “yes” to touring properties:
Schedule the showings and move forward to the next step: Introducing Buyers to a Property (outlined below).
If the Buyer Is Not Ready Yet
If the buyer says “no” to moving forward:
1 Refine their search criteria in the MLS based on their feedback
2 Send updated listings and set up a customized email alert (drip campaign) that aligns with their revised wants and needs
3 Communicate clearly with the buyer:
4 “I’ve updated your home search based on our conversation you’ll now start receiving listings that are more in line with your preferences.”
5 Schedule a follow-up call to review the new listings they've received and restart the process, including any new drive-bys they should complete
Introducing Buyers to a Property
While it may seem like showing a property is as simple as unlocking a door, successful showings require preparation, communication, and time management. Here’s how to do it right:
1. Coordinate Scheduling
Identify when the buyer is available and ensure that the time also works for your schedule. Review MLS showing instructions carefully. Check for:
Tenant occupancy
Required notice
Special conditions (e.g., alarm codes, pets on site)
Communicate clearly with the buyer if advance notice or scheduling delays are needed.
2. Contact the Listing Broker
For each property the buyer wants to view, call the listing broker to confirm availability and gather important insights Ask:
“Is the property still available for showings?”
“Have any offers already been submitted?”
If yes, follow up with:
“Has an offer been accepted?”
“Is there a deadline or process for multiple offers?”
“Is there anything the buyer should know that isn’t already noted in the MLS?”
Take notes so you can share relevant details with your buyer before or during the showing
3. Plan Your Showing Route
Use the confirmed list of available properties to:
Map out a logical showing route using a tool like Google Maps
Estimate travel time between properties, adding a 5-minute buffer between each stop
�� On average, buyers spend 15 minutes or less inside a home on a first showing Use this to build an accurate timeline and communicate your expected arrival times to each listing contact.
Pro Tip: The more precise you can be with showing times, the smoother the experience will be for the buyer, the listing broker, and any tenants or sellers involved.
FEATURE/BENEFIT ANALYSIS: ALIGNING DREAMS WITH REALITY
Scheduling the Property Showing
When it's time to set up a showing, organization and communication are key Here’s how to approach it:
Step 1: Follow Showing Instructions
Contact the appropriate party listed in the MLS instructions this could be the homeowner, listing broker, or tenant
Be prepared to adjust showing times to accommodate the availability of the seller or occupant
Note: Most lockboxes are active between 9:00 AM and 8:00 PM. For occupied homes, late-evening showings may be difficult to arrange Whenever possible, schedule showings during daylight hours for the best experience
Step 2: Preview When Possible
If you haven’t yet seen the property, try to schedule a preview beforehand It’s much easier to present and sell a home when you’re familiar with it
Step 3: Confirm with the Buyer
Confirm the final showing schedule with your buyer
Ideally, meet them at the property. If riding together is necessary, speak with your manager in advance to ensure all safety protocols are followed
Step 4: Prepare Buyer Materials
Print the MLS listing sheets with room for notes
Access the public records website and print the property record for reference
Prepare a Comparative Market Analysis (CMA) to help the buyer understand market value
Organize all materials in a branded folder or binder for your client.
During the Showing: Best Practices
When showing the home, your goal is to make the process smooth, respectful, and professional for both the buyer and the seller.
Arrive on time If you’re running late or need to adjust the timing, immediately contact the showing contact to update them and revise the schedule if needed
Follow any posted on-site requests (e.g., remove shoes, use booties). If signage or instructions are present, comply and kindly ask your buyers to do the same
Respect the property: Ensure everything is left as you found it If something is moved, return it to its original position
Helpful Tools to Keep in Your Vehicle
These items can come in handy while showing properties:
Flashlight (plus extra batteries)
25’ Tape measure
2+ Umbrellas (for you and your buyer)
Rubber boots (for muddy or rural properties)
Tip: Many tools are also available as mobile apps (eg, digital measuring apps, flashlight apps, route planners)
HELPFUL ITEMS TO KEEP IN YOUR VEHICLE DURING SHOWINGS
Helpful Items to Keep in Your Vehicle During Showings
For a smooth and prepared experience while showing homes, keep the following essentials with you:
Raincoat, hat, and gloves (for weather changes)
Bottled water
Energy bars or packaged snacks
Toilet paper and tissues
Small toolkit (hammer, screwdriver, pliers)
Notepad and assorted pens
Clipboard
Gathering Buyer Feedback Effectively
Discussing feedback immediately after each showing helps avoid confusion and allows the buyer to evaluate each property clearly
Let buyers explore the property at their own pace but stay nearby to answer questions or take notes for follow-up with the listing broker.
Point out features that align with their stated wants and needs, but avoid sharing personal opinions unless directly asked
If buyers express concerns or dislike something, acknowledge without agreeing remain neutral and professional.
�� Be the problem-solver:
If a buyer questions whether their furniture will fit, offer to measure the space. If size is an issue, ask how important that feature is to their decision-making process and refine your search if needed
When the Seller Is Present
If the seller is at the property during the showing:
Politely keep the buyer and seller separate to allow the buyer space and privacy to process Save any questions for the listing broker after the showing
Sample Questions to Prompt Feedback
Use these open-ended questions to gain insight and encourage conversation:
“How does this floor plan work for your lifestyle?”
“Does this style of home appeal to you?”
“What would need to change for you to consider living here?”
Watch for buying signals such as:
Lingering in a specific room
Imagining furniture placement
Verbalizing how they’d use the space
Even if one person does most of the talking, be sure to check in with all decision-makers Everyone’s input matters in shaping the final choice.
Comparing and Narrowing Down Options
Help buyers evaluate properties by comparing homes side-by-side.
Ask:
“Let’s compare this home to the first one you saw What did you like most and least about each?”
Then ask:
“If you had to choose between just these two homes, which one would you pick today?”
Don’t be surprised if co-buyers have different answers that’s okay. Use those insights to refine your search and ask follow-up questions like:
“What matters most to each of you in your next home?”
REFINING BUYER PREFERENCES THROUGH EXPERIENCE
Even if the homes your buyer has seen so far don’t check all the boxes, you’ve made significant progress you now both have a clearer understanding of what truly matters to them.
�� Important Reminder: It's common for buyers to ultimately purchase a home that’s quite different from what they originally described!
Don’t fall into the trap of ignoring evolving preferences. Be the broker who listens, adapts, and responds Otherwise, your client may choose to work with someone who does
Closing the Sale
As the buyer moves closer to making a decision, your role is to guide them with clarity and confidence:
Summarize their priorities and confirmed price range.
Gently remove the idea of the “perfect” home focus instead on best fit and long-term value
Present the benefits of buying now, based on their financial readiness and current market conditions.
Consult with Judy before writing, then schedule a time to write the offer preferably at the office to ensure a professional and supportive environment
Understanding the Buyer-Broker Agreement
A Buyer-Broker Agreement is similar to a listing agreement it’s a personal services contract that establishes an exclusive relationship between you and the buyer, formally committing both parties. Now, under Washington state law, this agreement is required.
✔ Why Use a Buyer-Broker Agreement?
Strengthens and formalizes the working relationship
Shows professionalism and establishes expectations early
Helps protect your right to commission if the buyer purchases a For Sale by Owner (FSBO) and the seller refuses to pay a buyer’s agent fee
Establishes boundaries: once signed, it’s unethical for other brokers to interfere with the relationship
�� Duration
A one-year agreement is typically recommended, as home searches can take time If needed, the agreement can always be renewed or extended.
❓ Can a Buyer Cancel?
Yes. The agreement can be broken but if you consistently deliver excellent service, communicate clearly, and advocate for your buyer’s needs, there should be no reason for them to walk away
Respecting Other Brokers' Agreements
If a prospective client tells you they’ve already signed a Buyer-Broker Agreement with another broker:
Politely explain that you must honor that existing contract and cannot work with them while the agreement is in place
This reinforces professionalism and ethical conduct and reflects well on both you and the industry
A Note on Disclosure
Even if you choose not to use a Buyer-Broker Agreement, it’s still important to:
Provide the Washington State Real Estate Brokerage Relationships pamphlet
Review the Agency Disclosure form with the buyer
Obtain the buyer’s signature on the Disclosed Limited Agency form, as required
Important Note:
A Buyer Agreement is not a binding contract it does not obligate you or the buyer to continue working together. It simply outlines expectations and encourages mutual commitment Relationships are built on trust, not just paperwork
Wrapping Up: Your Buyer Readiness Checklist
Compile a list of recommended lenders
Assemble a complete Buyer’s Package
Prepare a monthly calendar for scheduling and planning
Be ready to present all three (lender list, package, and calendar) to your mentor or coach
Practice using the F O R D method (Family, Occupation, Recreation, Dreams) for building rapport
Create a checklist for your Buyer Interview, including special features and preferences
Schedule property showings through ShowingTime
Practice calling listing brokers to gather property details
Develop a step-by-step process for conducting buyer showings
Homework Assignments
Create 5 Buyer’s Kits to bring to consultations or showings.
(Need ideas? Connect with your manager and mentor for guidance on what to include!)
Time to Take Action: Enroll in the Certified Buyer Representation Specialist.
The Certified Buyer Representation Specialist course is designed to help you master the art of guiding buyers, from the first conversation to the closing table
In this course, you’ll learn to:
Facilitate meaningful buyer consultations
Identify and match clients to the right properties
Prepare strong, organized showing materials
Conduct effective property tours
Overcome buyer hesitations with confidence
Close the deal and build long-term relationships
You’ll walk away with:
Proven scripts
Practical tools
Repeatable strategies to elevate your buyer-side business
Your Next Steps
Practice the scripts from the Certified Buyer Representation Specialist course
Apply what you’ve learned don’t wait for perfection
Repeat the process and refine your skills with every client
