If all has gone according to plan, the first viewing has been booked, the children are at school, the dog has been fostered out to friends and a warm and welcoming glow is radiating from an open fire in the living room. The show-house has been meticulously prepared and is now ready for inspection.

MEETING AND GREETING YOUR VIEWERS

Be prepared for diversity

Every viewing you conduct is likely to be different from the one that preceded it. The range of people who come to tour your home will be diverse. Some will be unaccompanied although most will attend with a spouse, partner or friend. Occasionally an interested buyer may bring his entire family with him including parents, grandparents and grandchildren. I have actually experienced one where the viewer even brought along his pet dog! Most will be polite and friendly. One or two may appear hostile and intimidating. For some it will be the first viewing of a property they have attended whilst for others your home may simply be the latest on a very long list.

Regardless of the face or faces that you see upon first opening the door . . . smile amiably, introduce yourself by name and welcome them into your home. Always bear in mind that these could be your buyers!

Take the initiative

This may be the only occasion during the entire viewing when you have the upper-hand and you should use the opportunity to create a good first impression. Direct your guests towards the most awe-inspiring room in your home. This may be a living-room with panoramic views; a modern newly fitted and spotlessly clean kitchen; a bright conservatory overlooking the garden; or it may be the entrance hall where you are currently standing.

ANALYSING BODY LANGUAGE

You can learn a great deal about your viewers by observing them as you enter each room. Whilst some will be direct and talk openly about your property, others may be more reluctant, preferring to be polite rather than honest. Few will however be sufficiently practised to prevent an expression giving away their true feelings. Look for positive reactions to particular rooms or specific features and raise them in conversation later to reassert their value.

Your own body language is also important to the success or failure of each viewing. Once you have invited your guests into a room allow them to take the lead and move ahead of you in the direction of their choice. Most will advance towards a window to examine the exterior view before turning to inspect the interior aspects. Stand back a little, indulge in conversation and allow them time to talk to each other. Use this opportunity to point out any particularly attractive features you believe they may have overlooked.

When they are ready to move on they will signal by walking towards the door. Move in front of them if you can and lead them towards the next area.

DEALING WITH DISRUPTIVE CHILDREN

Young children become bored very quickly and some parents fail to keep them under adequate control whilst viewing properties. This can result in disruptive and potentially hazardous behaviour. If allowed to go unchecked these little bags of bedlam can cause untold damage to themselves and to your possessions. You should be polite – but you should also be firm! A strong and authoritative ‘please don’t do that’ is usually enough to improve their conduct. This also demonstrates to the parents that you will not tolerate unruly behaviour in your home.

SAFETY AND SECURITY

It is of vital importance that you adopt and maintain a high level of caution when inviting strangers into your property. Whilst most viewers will be genuine there are those who could abuse the situation and use it as an opportunity to commit crime.

• Remove jewellery, cash, creditcards, cheque books and bank statements, keys, and any other valuables or material containing personal data to a safe and secure place.
• Supervise the movement of viewers and keep them under strict and close observation at all times.
• If you cannot arrange to have a partner, friend or relative to be with you during an appointment be certain to inform someone that it is taking place. Explain that you will telephone them at an agreed time once the viewing has ended or get them to contact you.
• Despite questions that may be asked, do not divulge any details about times or days when you are likely to be out of the property and under no circumstances explain the operation of an alarm-system.
• Carry a personal attack alarm with you whilst showing the property.
• Never accept unannounced viewings. If interested parties knock at your door having seen the ‘for sale’ sign, take their details and make an appointment for another day.
• If a viewing is taking place during the early evening keep curtains in the open position and turn all internal lights on.

Protecting your home

Dry and sunny days are a seller’s dream. But sadly the weather is inclined to turn wet from time to time and this will result in people arriving with muddy shoes and dripping coats. This can easily be dealt with by investing in some good quality doormats and offering to hang up any rain-drenched garments.

Umbrellas can also be a nightmare. Where do you put them? An umbrella-stand is ideal but equally a large floor-vase will suffice and prevent your carpets and wall-coverings from getting soaked.

LISTENING TO WHAT PEOPLE ARE SAYING

Viewers will often disclose information about themselves without realising it and it is therefore essential that you listen to what is said. Something that may appear quite insignificant at the time could prove to be crucial later during the negotiation stage.

Dealing with awkward questions

Potential buyers will be keen to acquire information about you and your home and are likely to ask some difficult and searching questions during the tour. Some of these enquiries can be answered openly as they will encourage an offer, whilst others will need to be avoided. Remember the golden rule . . . recognise the demand and supply it . . . only give an answer if you are certain it is what your viewer wants to hear. Some typical questions include:

How long has your property been on the market?

What they are really asking is ‘How desperate are you to sell?’. If it has been less than a month then you can afford to answer honestly. On the other hand if it has been advertised longer then you should be more vague in your response. ‘Only a short time’ is a useful reply for this situation.

Is the washing-machine staying?

Buyers always like to believe they are getting the best possible bargain – if leaving an appliance will achieve a sale at or close to the asking price then clearly it is worth conceding on such matters.

Can I knock this wall down to make a bigger room?

Never be tempted to reply to such enquiries (unless you happen to be a structural surveyor). If you do not know the answer – don’t guess at it!

Would you accept an offer?

Although you probably would, never appear too keen as it will severely impair your negotiating position. Simply suggest that you will consider any reasonable offer subject to the buyer being able to achieve exchange and completion within an acceptable time period. Bear in mind that many purchasers seek to reduce an offer made if survey findings are detrimental – so it may be expedient for both sides to wait until such results are known before finalising any agreement on price.

Why are you moving?

Be careful with this one as you don’t want to discourage a sale by telling them about noisy neighbours or the construction of a new motorway nearby. This question can be dealt with by explaining you need more or less space, that you need to relocate to advance your career, or some other circumvented reply.

BRINGING THE VIEWING TO AN END

Lasting impressions also count

Just as important as the first room your guests entered when they arrived is the last one they see before they leave. On a warm day this could be the garden which is a safe and suitable place to leave them alone for a short time so that they can discuss the virtues of your property in some privacy. Viewers will indicate when they wish to leave but before they do:

• check you have their full contact details
• check that they have a property brochure with your contact details
• invite them to return for another viewing
• ask if there is a room they would like to look at again before they leave
• only if you are confident that all your valuables are safely out of reach consider inviting them to look around on their own
• explain that you will telephone them in a few days if you don’t hear from them beforehand so as to obtain some useful feedback.

Saying farewell

Don’t be tempted to escort your guests down a driveway or to a vehicle as this may prevent them from loitering. Interested viewers will wish to look back at the property from a nearby vantage point to discuss its merits and suitability – your presence during this time will simply discourage them from staying on-site.

TO SUMMARISE

• Always welcome viewers with a smile regardless of what meets you when opening the door.
• Make the first and last rooms entered ones to remember.
• Take steps to ensure your own safety and also the security of your property.
• Encourage conversation and remember to listen to what your viewers are saying.
• Don’t rush the viewing! Give potential buyers time to inspect everything and, if possible, provide them with a period of privacy.