Working with Buyers

Table of Contents

Step 1: Initial Buyer Consultation

Step 2: Building the Property Search

Step 3: Showing Properties

Step 4: Making an Offer

Step 5: Dealing with Subject Conditions

Step 6: Deposits

Step 7: Completion

 

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Getting Started: Compliance and Client Engagement

Before you begin working with any client, regulatory compliance is critical. Under BCFSA requirements, two forms must be presented at the outset:

• Disclosure of Representation in Trading Services (DORTS)

• Privacy Notice and Consent (PNC)

By doing so, you create clarity about your professional role, agency and establish transparency around data use. Provide these forms before you discuss confidential information such as price, finances, or bargaining position.

 

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Step 1: Initial Buyer Consultation

The initial buyer consultation sets the foundation for the entire transaction. This is where trust is built, expectations are established, and uncertainty is reduced. Buyers are often navigating a high-stakes decision influenced by emotion, financial risk, and incomplete information. Your role is to provide structure, clarity, and confidence so they can move forward with informed decision-making.

Real estate decisions typically progress through four psychological stages. Understanding these stages allows you to guide clients effectively and recognize where they may need additional education or reassurance.

The Four Stages of the Buyer Journey

• Curiosity (6+ Months): At this stage, the buyer is exploring the idea of purchasing and gathering general information about the market, affordability, and the buying process. They have not yet investigated financing in detail and typically do not know which neighbourhood or property type they want.

  Most new buyer relationships begin at this stage, making it a critical opportunity to educate, build trust, and position yourself as a long-term resource. 

• Interest (3 - 6 Months): The buyer begins narrowing their focus and asking more specific questions about neighbourhoods, pricing, and property types. While they may have a rough budget in mind, they often lack a clear understanding of what they can realistically afford.

  Some clients will approach you during this phase, often seeking guidance to help refine their options and next steps.

• Desire (1 - 3 Months): At this point, the buyer has a clearer vision of what they want and is emotionally invested in the outcome. They are often pre-qualified and have a general understanding of their purchasing power, but may experience hesitation or fear of making the wrong decision.

  As buyers move into this stage, they are less likely to seek out a new agent, as many are already working with someone. This underscores the importance of engaging and nurturing clients early in the buyer journey.

• Commitment (<1 Month): The buyer is ready to act. They have a solid understanding of their financial position, clearly defined criteria, and confidence in what they are looking for. At this stage, they are prepared to write offers, negotiate terms, and move forward decisively toward purchasing their home.

  It is rare to encounter a buyer in this stage without prior communication. It's sort of like finding a needle in a haystack! 

A strong buyer consultation should address the practical and emotional aspects of the purchase, as well as, qualify which stage the buyer is in. 

Key Areas to Cover

• Financing readiness, including mortgage pre-approval status and comfort with monthly payments

• Desired property type, location, and lifestyle considerations

• Non-negotiables versus preferences to create clear decision filters

• Timeline, motivation to move, and any external pressures influencing the decision

• Expectations around communication, updates, and availability

Throughout the consultation, normalize uncertainty and explain that hesitation and second-guessing are common at various stages of the process. Reassure buyers that decisions will be guided by agreed-upon criteria, market facts, and a clear evaluation framework.

At the conclusion of the meeting, provide clients with something of tangible value to reinforce clarity and momentum. A customizable buyer’s package that includes a process overview, market statistics, sample contracts, and a step-by-step checklist helps position you as a trusted advisor and keeps your name top of mind as they move confidently into the home-buying process.

 

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Step 2: Building the Property Search 

Auto-Email:

After this initial consultation, you should have a clear understanding of your buyer’s wants, needs, and deal breakers. Your next step is to create an auto-email based on their property criteria. Auto-emails are created through your Matrix login and can be fully customized to align with your client’s specific preferences. 

When properly set up, auto-emails provide your clients with access to the OneHome portal, where they can explore additional properties that may fit their criteria. They will also receive regular updates as new listings that match their search come to market or when existing listings meeting their criteria experience price reductions.

 

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Step 3: Showing Properties

Before the Showing:

Showing properties can be one of the most rewarding stages of the buyer journey (and one of the most challenging). The experience depends heavily on market conditions, but also on how accurately you have identified your clients’ wants, needs, and deal breakers in earlier stages. Before confirming showings, carefully review each property your client wishes to view to ensure it aligns with their criteria.

There are several key areas buyers may overlook:

• If the property is strata, confirm that the bylaws align with your clients’ lifestyle and expectations. Many strata corporations have restrictions on pets, parking, short-term rentals, and more. Review these documents in advance to confirm suitability. Few situations are more discouraging than having a client fall in love with a home, only to learn afterward that the bylaws make it unworkable.

• School catchment areas can also be a critical factor. If your clients are committed to having their children attend a specific school, you should prioritize properties located within that catchment and verify boundaries rather than relying on assumptions.

• Other potential deal breakers may include neighbourhood safety, zoning restrictions, accessibility concerns, nearby or upcoming developments, environmental factors, and any issues that may not be immediately visible from the listing itself.

Booking Showings: 

Showings are booked through Supra One (BrokerBay). Once you know which properties your client is interested in, the process is straightforward. Locate the property in Matrix and select “Book a Showing.” This will open the BrokerBay listing, where you can choose your preferred date and time.

At this stage, consider the following best practices:

1. Ask your clients for a flexible block of time in which they are available to view properties. This reduces unnecessary back-and-forth and helps secure confirmations more quickly.

2. Plan all the listings you intend to show in advance. This allows you to map an efficient route and respect your client’s time.

3. Research each property before the showing. Many agents bring a feature sheet for every home they view. This is an opportunity to demonstrate your professionalism, market knowledge, and level of service.

Preparing for Showings:

Once your showings are booked, you'll want to prepare yourself to show the property in its best light and minimize mistakes. One of the most important items is to ensure you have proper access to the property. This should include the following: 

• Ensure you know the placement of the lockbox (this may involve speaking with the listing agent if access instructions are not readily available)
• Ensure your Supra eKey app is updated prior to leaving. 

It is also important to be prepared for the showing itself. You should ensure you have the following:

• Provide your clients with materials related to the listing, either virtually or physically. This may include compiling the listing data sheets and providing them to your clients via email, or printing out copies to give out at each listing. 
• Ensure you bring your business cards. It is good practice to leave them behind at each listing to show the homeowner that you visited and it is a small courtesy that lets the homeowner know you respect their time. 

During the Showing:

During the showing you should be focused on ensuring your client has a good idea of what it might be like to live in the home. You don't need to sell it as the best thing since sliced bread, but it is important to show the home in its best possible light. Help your client imagine what it might be like to live here. Some common tips are:

• Park across the street to leave the best space for your client.

• Guide the tour without pressuring. Allow clients to explore naturally.

• Observe body language to assess interest levels.

After the Showing:

Clients may hesitate even when they like a property. The most common objections are:

• Price – Is it worth the asking figure?

• Condition – Does it require too much work?

• Financing – Will their mortgage be approved?

• Timing – Is this the right moment to move forward?

Your role is to provide clarity by pulling comparables, explaining market context, and using conditions such as inspections or financing to manage risk. Be transparent about how conditions and timing can affect offer strength.

 

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Step 4: Making an Offer

When it’s time to write an offer, precision matters. Contracts are legally binding and can carry lifelong consequences for your clients, so thoroughness is non-negotiable.

Discuss in detail:

Price – A central point of any offer and often the first element a seller will consider. Sometimes properties are intentionally priced below market to spark competition, while others can be priced high in the hopes of negotiating down. When crafting your offer price, you should rely on comparables in the market area and your own expertise to justify the offer price. 

Deposit –  The size of the deposit can influence how seriously a seller views the offer. Larger deposits demonstrate financial strength and commitment to completing the deal, while smaller deposits may cause concern, particularly in competitive markets. 

Conditions – Conditions are clauses that must be satisfied before the deal is firm. While they protect buyers, they can also make offers less attractive to sellers. Common conditions include:

• • Financing – allows the buyer to confirm their mortgage approval.

  • Inspection – provides an opportunity to uncover hidden defects.

  • Sale of Buyer’s Home – protects the buyer from carrying two mortgages.

Inclusions/Exclusions – Misunderstandings about what stays with the property are common. By default, fixtures (items physically attached, like built-in shelving, light fixtures, or appliances wired in) are included in a sale, while chattels (movable items like furniture, artwork, or freestanding appliances) are excluded. That said, these lines can blur, leading to disputes.

Closing/Possession Dates – Closing and possession dates are often underestimated in importance, but they can be pivotal in negotiations. The seller may need time to find their next home, or they may prefer a quick close to free up capital. Buyers, on the other hand, may have constraints related to rental agreements, job relocations, or school schedules.

If you have any questions or need additional support, reach out to us anytime at service@phre.ca.