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Oliver Hume Sales Consultant Matthew Craighead talks about selling at Villawood’s Rathdowne.

What do you find first home buyers are most nervous about?

In my experience, I think it’s about what to do, when to do it and how to get started. First home buyers don’t always seem comfortable reaching out to speak with a broker, which is such a crucial element of the process.

How do you put people at ease?

The one thing I feel works best is just make an effort to get to know the people in front of you. Most salespeople ask questions like ‘What are you looking for?’ and ‘When are you looking to buy?’ it’s amazing that most people don’t know. Asking questions like ‘What’s brought you into the land office today?’ and ‘How can we help you?’ more often than not gets people to relax and open up to you like a friend, instead of seeing you as a salesperson. My role is first and foremost a salesperson but I’m also a teacher, or a coach. I try to guide people through the process.

Why do you like selling for Villawood?

I’ve been working with Villawood for three years now and there are many attractions about working for Villawood. For example, they deliver true-blue masterplanned communities – key word, deliver. I’ve worked at many Villawood communities and I like to think I have a very clear picture of what the communities will look like once they’re completed. This is a huge advantage because it helps clients understand the vision I present to them in my land office.

What’s the difference about Villawood that people latch on to most strongly?

I believe it is the club environment and the general presentation and care they take within their communities. In my opinion, many developers miss this step.

Do you have any general advice for buyers?

The vital starting point is to have a conversation with a broker or bank that sets up the pre-approval process. Also, take your time and research as much as you can before visiting an area you may be interested in as this will narrow your search.

Why do you think you’ve had success in your role?

I think it’s because I genuinely enjoy what I do for work. This isn’t a job to me, it’s something I love to do every day.

What’s your favourite kind of buyer?

I enjoy it when someone has energy when they visit the office, and a sense of humour. For example, I’ve had clients come in wearing their favourite team’s footy jumper. A bit of good-natured banter is always fun and it helps put them at ease if they’re feeling nervous.