| I have written this section of the article with the | | | | There has been a lot of thought put into the art |
| assistance of personal experience in the industry, | | | | of showing properties. The rep will have listened |
| having personally undertaken an inspection tour, | | | | to your preferences and listened to your opinions |
| family and friends who has toured and most | | | | when on the area tour. You general chit chat will |
| importantly experienced sales reps who still work | | | | have been noted and the answer to innocent |
| in the industry, so they have no axe to grind but | | | | sounding questions during dinner will have been |
| perhaps their conscience got the better of them. | | | | noted, analyzed and actioned. |
| The only remuneration they received was a | | | | When you arrive at a property you will be |
| couple of cafe con leche's each. The surprising | | | | brought in on a route that shows the property |
| thing was that I had arranged to meet two reps | | | | and area to its best. The show home will be |
| but when word spread half a dozen arrived with | | | | immaculate; it will be on a nice big plot or have |
| offer from many others. | | | | great views and will invariably be the most |
| Your tour should proceed along these lines. Show | | | | expensive plot on the site. The show home will |
| homes are close on Saturday afternoons and all | | | | have been dressed by a designer. Your rep will |
| day Sunday and flights are more expensive over | | | | now take you round room by room, telling you |
| the weekend so most tours tend to be during the | | | | what is included and what is not, what the |
| midweek. Tour duration is normally 5 days 4 | | | | payment structure for this particular developer is |
| nights. For the purpose of this article I have | | | | You will never be shown the best property first. |
| formatted a Monday to Friday tour. | | | | The first property will often be chosen because it |
| MONDAY: | | | | does not match many of your requirements. You |
| A couple of years ago a trip to the arrival lounge | | | | will be asked for your comments regarding, size, |
| at Alicante or Murcia airport would have seen you | | | | location, views, rooms etc and asked to score the |
| rubbing shoulders with dozens of agents sales | | | | property on a whole out of ten and the area out |
| reps / salespeople / property consultants / tours | | | | of ten. If you score the property highly and area |
| guides ( I will call them reps from now on) all | | | | poorly we need to look at similar properties in a |
| standing there with their clipboards with their | | | | different area. If you score the area highly and |
| clients names printed on them, often looking | | | | property poorly, we need to look for different |
| nervously as passengers came through the sliding | | | | properties in the same area. |
| doors. Similarly a trip down the coast road from | | | | The rep should note your thoughts, comments |
| the airport you would literally pass dozens of | | | | and scores and move on to the next property |
| agents cars all brightly liveried and each company | | | | based on your requirements. |
| with its own colour cars. The credit crunch has | | | | Amazingly the reps I spoke to stated that if |
| killed off the numbers but made the agents need | | | | somebody was genuinely interested in purchasing |
| to extract every last euro from clients almost an | | | | that they only ever showed 3 or 4 properties |
| art. | | | | before they found the perfect place. |
| Your rep will great you with a big smile and | | | | Do not be surprised if at some point during this |
| engage you in small talk as they walk you back | | | | day that the reps manager accidentally bumps |
| to the car. The reps should also take the luggage | | | | into you either in a show home or at a cafe |
| off you or at least the wife. During the journey | | | | somewhere (those furtive phone calls the rep |
| back to the hotel it is taboo for the rep to talk | | | | makes or receives when they slope off out of |
| about property for fear of the client feeling under | | | | earshot are the management gauging the |
| pressure. What the rep is doing here is selling | | | | progress of the tour. If you hear the rep saying |
| themselves, after all who would buy off | | | | amber or green you might know what they are |
| somebody that they either did not like or did not | | | | talking about now). The manager is there to |
| trust? Your rep is sticking strictly to step one of | | | | check on how well the tour is going, check up on |
| the seven steps. The holy gospel of the rep | | | | the rep and try and point the clients in a new |
| which is drilled into them from day one. The steps | | | | direction should they need to, or to reveal a deal |
| are as follows and I will refer to the as we | | | | that can be done or a special offer that has only |
| progress. I will shortly be writing an article solely | | | | just become available. |
| covering the seven steps in much greater detail. | | | | The pressure will be really on the rep towards the |
| 1. SELL YOURSELF - Make yourself likable to your | | | | end of the day as you should have seen a |
| clients | | | | property that meets all your requirements by |
| 2. SELL THE COMPANY - We are established, | | | | now. The pressure exerted on the rep will be |
| trustworthy, large, family run, UK based.... | | | | passed down to you in a more subtle way in the |
| 3. SELL THE AREA - Sell the lifestyle, pace of life, | | | | form of more direct or leading questions. |
| cost of living, health, beaches........ | | | | You will be dropped off again at 6pm and |
| 4. SELL THE PROPERTY - Once sold on the | | | | collected at 8pm for dinner. The conversation at |
| lifestyle find the property within budget. | | | | dinner will be a lot more focused. You may also |
| 5. FINANCE - Sort out loans, mortgages, | | | | find that on this evening all the reps and their |
| affordability etc. | | | | clients eat in the same restaurant, often taking it |
| 6. CONTRACT - Complete a property purchase | | | | over. The reps are allowed to bring their partners |
| contract and get EUR3000 deposit. | | | | to this meal. This is all part of the sales process |
| 7. CONSOLIDATION - Introduce to solicitors, open | | | | as the partner has been thoroughly briefed on |
| bank accounts and look after them. | | | | what to say. The reps manager and partner will |
| When you rep gets you to the hotel, they will | | | | also be present, so the sales process continues |
| jump out of the car and open the door for you, | | | | until 10pm. You will be dropped off at the hotel at |
| they will get your bags and check you into a very | | | | 10:30pm with another 13 hour day under your |
| swish 4 or 5 star hotel on the beach with stunning | | | | belt. |
| views (see # 3). Once they have checked you in | | | | THURSDAY. |
| they will take you up to the room, open the door | | | | By this point in the tour, if you have not |
| and take you in. You will often find that the | | | | purchased the chances of you doing so are |
| curtains will be closed in the room. This is an | | | | minimal. Not only will you be feeling the effects of |
| arrangement that the agent will have with the | | | | the long days, but so will the rep as their working |
| hotel. This enables the rep to do the great reveal. | | | | day is on average 15 hours a day. Be prepared |
| They will walk to the window and pull the curtains | | | | for a battle of wills. |
| back with gusto revealing a beautiful view of the | | | | Yours reps phone will be a lot busier today as |
| beautiful blue Mediterranean Sea. Having just left a | | | | they are pressured from above to get a sale. |
| grey, miserable, cold, wet and windy UK, this | | | | You will almost certainly call into the office to |
| reveal makes the client feel that they have found | | | | have a look around, with the real intention of |
| heaven. | | | | putting some pressure on from the manager, |
| Most clients arrive late afternoon, so the rep will | | | | finance person, company owner etc. This |
| leave you for a couple of hours to rest and come | | | | pressure will never be too excessive as this could |
| and collect you for dinner (the tour will include all | | | | be off-putting, but it will be pressure none the |
| meals). The rep will still not be speaking about | | | | less. "We have found you the property within |
| property, they will, still be selling themselves and | | | | your budget in an area that you loved that meet |
| the business. They will tell you about how they | | | | all your criteria... its what you asked us to find and |
| came to live in Spain, how great it is, how their | | | | we have, so lets do the paperwork!" The rep will |
| kids love it...... this is undoubtedly true as I am | | | | pull out the property scoring sheets with you |
| willing to testify but it is all part of the sales | | | | favorable comments and score on the top |
| process. The rep will also start telling you how | | | | property. You will be told that if you do not buy |
| great the company is and how good they are to | | | | now then you never will. Your "bottle" will be |
| work for and how well they treat their staff. The | | | | questioned and you will be asked why you |
| truth is that they are all non contract, commission | | | | bothered coming out if you had no intention of |
| only sales people who are in fear of their jobs | | | | purchasing I the first place. |
| from tour to tour because if they do not sell and | | | | This is the make or break part of the tour. The |
| hit targets they are out! The rep will also outline | | | | pressure to purchase will be considerable but not |
| the itinerary whilst you are with them: | | | | overbearing, more subtle than high pressure. |
| Monday: Arrive, settle in and go for dinner. | | | | You will find yourself looking at properties that |
| Tuesday: Pre tour meeting and area tour, go for | | | | had previously been rules out because of |
| dinner. Wednesday: Look for properties in areas | | | | comments made in other properties. If you |
| you have expressed an interest in. Thursday: | | | | comment in one property that the kitchen is too |
| Continue search, or if purchasing complete | | | | small, the rep will then rule out taking you to |
| contracts, payments etc. Friday: Continue search | | | | dozens of properties that have small kitchen and |
| or if purchased, consolidate and back to airport. | | | | will only take you to properties that have bigger |
| Following your nice evening meal you will be | | | | kitchens. |
| dropped off at the hotel and arrangements made | | | | The rep will keep going because they are paid on |
| to meet you in the hotel reception at 9:30am the | | | | a commission only basis and have nothing to lose. |
| following morning. As they leave the rep will be on | | | | As a self employed, commission only sales |
| the phone to their manager telling them what | | | | person, if you do not buy, they will not be getting |
| they think of you and the likelihood of you | | | | paid for working some 60 hours and they could |
| purchasing. You will be graded as red, amber or | | | | be one step closer to getting fired, especially if |
| green or on a scale of 1 to 10 as a prospect with | | | | the sales manager thought you were a good |
| red or 1 being no chance. All clients start as | | | | purchasing prospect. In Spain if you are not on a |
| amber or a 5 on the scale. | | | | contract you have to pay approximately EUR250 |
| TUESDAY. | | | | per month to the tax office to cover social |
| A good hour or so before the rep collects you on | | | | security as well as EUR50 towards your |
| Tuesday they will have a breakfast meeting with | | | | accountant. Even if they do not work or earn no |
| their manager where they will discuss in great | | | | money one month they still have to pay out |
| detail their impression of you. The manager will | | | | EUR300. Their company will say that this keeps |
| produce all the paperwork that they have on you. | | | | them lean and eager. The reps will say that it |
| This will be notes and transcripts of conversations | | | | leads to unnecessary pressure and often hardship. |
| that you have had with the companies telesales | | | | With the realization that there is no prospect of a |
| staff, or the home visit rep or even with the | | | | sale, most reps will give up come the end of the |
| manager when they called to confirm your | | | | day. You will find that you will be dropped off at |
| attendance a couple of days ago. All the questions | | | | the hotel at 4pm, the rep will offer you the |
| that you have been asked no matter how | | | | chance of going for a meal on your own (at your |
| innocent have the intention of garnering as much | | | | own expense) and you will be given the |
| information as possible. This meeting that the rep | | | | opportunity of a later collection on the final day. |
| ha with their manager will determine the course | | | | The meal on this last evening if taken will be a |
| of action that they will be taking with you over | | | | more casual affair as the rep is resigned to a "no |
| the next few days! | | | | sale" tour. The meal will be taken earlier and |
| The rep will come and collect you on time. They | | | | finished quickly. The rep out of spite will often |
| will be in their uniform, light pants, either white or | | | | take you to a restaurant that you have |
| blue shirt/blouse, brown shoes, sunglasses and | | | | expressed that you do not like. If you don't like |
| immaculately clean company car (the cars are | | | | Chinese food guess were you will be eating come |
| inspected each day and reps fined EUR50 for | | | | the last evening if you have not purchased. |
| dirty cars). Your rep will then take you to a lovely | | | | FRIDAY. |
| café by the beach, or on a golf course or with | | | | If you have purchased you will have spent |
| fantastic views. This helps sell the lifestyle, but the | | | | Thursday completing paperwork and contracts in |
| choice of cafe is determined following your | | | | the office. On the Friday the rep will have you out |
| conversation the previous evening when they | | | | of bed at 5am and standing outside the local town |
| gleaned the information out of you to make this | | | | hall in a queue to get your NIE number (needed |
| choice. | | | | for purchase). You will be taken to a bank to |
| The purpose of the meeting is to determine what | | | | open a bank account and introduced to a solicitor. |
| you are looking for i.e. holiday home, relocation, | | | | If you want the solicitor to have power of |
| investment or business, your budget and your | | | | attorney you will need to go to the notaries |
| preferred location. The rep already has this | | | | office as well. |
| information as this information has already been | | | | As a word of caution I would always advise you |
| obtained from you when you arranged the trip in | | | | to seek out your own solicitor rather than one |
| the first place. The one thing that the rep will do | | | | suggested by your agent. Your solicitor should be |
| is promise never to show you properties above | | | | working exclusively for you and some agents |
| your budget, they will site affordability issues | | | | have far to a cosy relationship with their solicitors. |
| however the truth is that people who over | | | | Just check out some of the internet forums for |
| extend when in Spain are 4 times more likely to | | | | details. |
| cancel when they get back to the UK. | | | | If you have not purchased, this will be a more |
| Meeting over you will jump in the car. One thing | | | | relaxed day. You will have to check out of the |
| to note here is that the rep will always have a | | | | hotel by 11am but the hotel or rep will take your |
| cool box or paperwork on the seat behind them. | | | | cases. You will need to fill in an end of tour report |
| This means that the clients will sit in the | | | | where you can comment on the rep, company |
| passenger seat and the seat behind. This stop | | | | and tour. You will have a little time to sunbathe, |
| them being able to make eye contact with each | | | | go shopping, go for a walk. The chances are that |
| other, communicate without the rep hearing and | | | | you will be dropped off at the airport a good 3 |
| the rep will be able to see the client in the rear | | | | hours before your flight and your reps car will |
| view mirror. | | | | disappear in a cloud of dust ready for the next |
| The day will be spent completing an extensive | | | | clients. |
| tour from Alicante in the North to Cartegena in | | | | IN SUMMARY |
| the south and up to 50km inland. You will visit | | | | Taking everything into account would I |
| town, villages, beaches, golf courses, mountains, | | | | recommend partaking in an inspection tour? |
| you name it they will cover it. Anything or place | | | | The case for yes: If you are looking for a new or |
| you express an interest in will be noted for use | | | | off plan or key ready property, the prices are set |
| later. If you like a particular village or beach, they | | | | by the builder not the agent, so you will be paying |
| will stop for a look around or a coffee. Although | | | | the best price for the property. Despite the sales |
| you do not know it you will be following a | | | | tactics, the reps in general have a fantastic |
| predetermined route aimed at showing the area in | | | | knowledge of the area, builders and developments |
| its best possible light. | | | | and despite what you may think, they are chosen |
| Whenever you do stop the rep will be glued to | | | | for their personality more than sales skills. The |
| your side at all times. They do not want you | | | | agents can use their size and power in your |
| talking to the natives because they may tell you | | | | favour and you do get free flights, |
| something that you do not want to hear (i.e. how | | | | accommodation and use of car and tour guide. |
| much commission the agents charge/make). The | | | | You will cover more area and see more in one |
| rep will always seat you away from other people, | | | | day with a good rep than you would do in a week |
| never at a café with free papers (other agents | | | | on your own. If you do purchase you are actually |
| advertise in them) and never near an estate | | | | paying for your free tour out of the agents |
| agent window because invariably they could have | | | | commission. It's a great way to learn the area |
| the same properties for sale for considerably less | | | | and see property at their expense, however |
| money! (most properties for sale are on with | | | | please remember that your rep will not earn a |
| many agents). | | | | penny if you do not buy. |
| Following completion of your area tour you are | | | | The case for no: You only get to see the side of |
| returned back to the hotel at 6pm, some 8 1/2 | | | | Spain that the rep wants to show you. You are |
| hours after you were picked up and informed | | | | never on your own and are always being |
| that the next couple of hours are your own and | | | | questioned as to your opinions. If you are |
| that the rep will pick you up at 8pm for dinner. As | | | | considering a resale property then you will have |
| a parting shot the rep will warn you about "bar | | | | to pay the agents fees not the seller. Agents can |
| stool Johnny's". They will tell you to be suspect of | | | | charge up to 20% commission. One a villa valued |
| anyone who approaches them in the hotel bar or | | | | at EUR200,000 the agent will put it on the market |
| foyer as they could be a con merchant who will | | | | for EUR240,000. An agent can make EUR20,000 |
| know that they are on an inspection trip and will | | | | on a small apartment. If you have an idea of the |
| coerce them out of thousands of euros. There | | | | area or what you want and the sort of property |
| may be a modicum of truth in this, however its | | | | you are after you can save a fortune doing it |
| main reason is to stop clients talking to each | | | | your self. |
| other and comparing experiences. One rotten | | | | There is an alternative. There are now companies |
| apple can spoil a barrel..... You will be picked up at | | | | who offer the best of both worlds. They are |
| 8pm and taken to a nice restaurant for a three | | | | independent of any builder, promoter or agents. |
| course meal and wine and taken back to the hotel | | | | You pay for your flights and accommodation and |
| at 10:30pm. You have been with you rep for 13 | | | | meals. They pick you up and take you out looking |
| hours. | | | | at areas and properties and charge you a day |
| WEDNESDAY. | | | | rate. The late afternoons and evenings are yours. |
| Following the extensive and tiring area tour you | | | | People come out for 7 days, spend 3 looking at |
| will be hoping for an easier day today. Your rep | | | | properties and the rest of the time on the beach. |
| will collect you again at 9am fresh from a debrief | | | | Because they are independent they have no |
| with their manager where the plan of attack will | | | | loyalty other than to you and could save you |
| have been drawn up. Today is all about property, | | | | thousands. In these times of hardship it really is |
| after all, this is the third day you have been in | | | | the best solution to a problem you never even |
| Spain and you have not seen any property yet. | | | | knew existed...Until now. |