Mastering Customer Communication: The 3 Clues That Signal When to Dig Deeper

Are You Truly Listening to Your Buyers?

Imagine meeting a friend for coffee. She sits down, sighs, and quietly says, "Hey."

Without thinking, you ask, “What’s wrong?” even though she only spoke one word.

How did you know something was off? Because you were paying attention.

In new home sales, buyers constantly drop clues—hints that an emotional story is hiding behind their words. The best sales professionals don’t just hear what buyers say; they listen for what’s really being communicated.

The question is: Do you know when and where to be curious?

Let’s break down the three key Customer Communication Clues that signal when to dig deeper—so you can connect better, sell smarter, and change more lives.

1. Words: Pay Attention to Vague or Loaded Terms

Your buyer’s words often hint at deeper needs, but most salespeople take them at face value instead of asking for clarity. If you hear a vague or subjective word—don’t assume you know what they mean.

Example:

You ask: “What would you change about your current home?”
Buyer responds: “The laundry room is a bit inconvenient.”

Too many salespeople nod and move on. Wrong move.

Instead, ask: “Inconvenient how?”—this opens up a deeper conversation about what’s not working and what they truly need.

Another Example:

Buyer says: “I need four bedrooms, at least three baths, and a separate office.”

Why didn’t they just say “I need an office”? The word “separate” is a clue.

Instead of moving on, ask: “Tell me more about why the office needs to be separate. It sounds like that’s important.”

Other Trigger Words to Listen For:

• Small

• Bigger

• Different

• Tough

• Tight

• More

• Downsize

Each of these words has a specific meaning to the buyer—but you won’t know what it is unless you ask.

2. Vocal Qualities: Listen Beyond the Words

What your buyer says is important—but how they say it matters just as much.

Pay attention to:

• Volume (Do they get quiet or suddenly loud?)

• Pitch (Do they go higher or lower on certain words?)

• Speed (Do they slow down or rush through something?)

• Tone (Is there hesitation, excitement, or frustration?)

Example:

Buyer says: “I wish my kids’ rooms were not on the first floor.”
If they emphasize “not,” that’s your clue.

Instead of just nodding, ask: “Sounds like that’s really important to you. What’s your concern about the first floor?”

Another Example:

Buyer says: “I… (slight pause)… can’t have a neighbor on both sides of me.”

That hesitation isn’t just a pause—it’s emotion. Something about this really matters to them.  Instead of assuming, dig in.

Try: “Tell me more about that.” or “What’s making that a must-have for you?”

3. Body Language: Watch for Motion to Find Emotion

The root word of “emotion” is motion—so if you want to uncover the story behind a buyer’s decision, watch how they move.

Body Language Clues:

• A sudden shift in stance

• Crossing or uncrossing arms

• A deep sigh

• Avoiding eye contact

Example:

You ask: “Why are you thinking of moving?”
Buyer responds: “I’m looking to get a little closer to work.” (Wince, tight-lipped smile)

That wince is telling you there’s a bigger story here.

Instead of accepting their answer, ask: “That sounds like it’s been a challenge. What’s been the toughest part of your commute?”

In one case, a buyer who winced when mentioning his commute later shared that he had missed his daughter’s first dance recital—and felt he was going to miss her entire childhood.

That was the real reason he wanted to move. And when a salesperson uncovers the true motivation, they can sell the right home—not just a home.

Master These Clues—Sell More Homes

Great salespeople don’t just take orders—they uncover why people are moving, what truly matters to them, and how their next home can improve their life.

When you master words, vocal qualities, and body language, you’ll build better connections, guide stronger conversations, and close more deals.

✔ Listen for vague words—and ask for clarity.
✔ Pay attention to tone, speed, and volume.
✔ Watch body language to uncover deeper emotions.

Curiosity is the ultimate sales advantage. Top-performing sales professionals know that the right questions uncover deeper needs, build stronger connections, and lead to more closed deals.

Check out our Sales Training Programs to sharpen your curiosity skills and take your sales to the next level.