Mastering the Art of Virtual Client Conversations
- Kara Moll
- 4 days ago
- 4 min read
Remember the days of in-person showings and then a quick chat over coffee sealed the deal?
While in-person showings are still a staple in real estate, with busy schedules and remote clients, video calls like Zoom have become a key part of our toolkit. Convenient for quick check-ins or full consultations, they can also feel a bit distant, missing the subtle cues of body language or a warm handshake.
If you've ever worried your words aren't landing on screen or that the connection feels flat despite the convenience, you're not alone. Virtual client conversations are efficient, but they often leave that human spark missing, making it harder to build rapport and trust.
The good news? You can adapt Exactly What to Say® strategies to bridge the distance, turning video calls into meaningful connections.
With my training in precise language, here are some general tips for on-camera communication and three specific ways to make virtual client conversations feel personal and powerful. Let’s get your video calls closing deals!
Why Virtual Client Conversations Feel Challenging
Virtual calls save time, but they dilute the nuances of in-person interactions. Body language is harder to read, tone can get lost, and energy fades on screen.
Here’s the reality:
Screen Barriers: No handshakes or eye contact to build instant rapport.
Fatigue Factor: Zoom burnout makes clients tune out faster.
Trust Hurdles: Without that face-to-face warmth, hesitation lingers.
Yet, with intentional language, virtual client conversations can feel just as engaging. It’s about choosing words that connect, even from afar.
On-Camera Communication Basics
Before diving into Exactly What to Say® strategies, let’s set the stage for success. These basics make virtual client conversations more natural:
Eye Contact Magic: Look at the camera, not the screen, to simulate real eye contact—it builds trust instantly.
Smile and Energy: Start with a genuine smile and upbeat tone to cut through screen fatigue.
Pause Powerfully: Give space after questions; silence invites clients to open up.
Background Basics: Keep it professional but warm—a bookshelf or plant adds personality without distraction.
These communication tips can turn video calls into platforms for powerful connections. Now, let’s adapt Exactly What to Say® for even stronger results.
1. Open with Curiosity to Spark Engagement
Start virtual client conversations with open-ended questions that show genuine interest. This breaks the ice and builds rapport quickly.
For example, say, “What brought you to this area?” instead of “Tell me about your needs.” It feels like a natural chat, not an interview. In a video call, it’s especially powerful, as it compensates for missing nonverbal cues by drawing clients out.
Try this framework:
Build Momentum: Follow with, “What’s most important to you in this home search?” to uncover goals.
Ease Hesitation: “What’s one thing that would make this process easier for you?” invites vulnerability.
Deepen Connection: “How would you feel if we found the perfect fit?” paints a positive picture.
Curiosity is an effective way to open because it invites sharing, making clients feel valued in a screen-limited setting. By leading with questions, you shift from presenter to partner, easing into trust.
2. Handle Objections with Empathy to Keep Talks Flowing
Objections pop up fast on video—use empathetic reframes to defuse them without losing momentum.
When a client says, “I’m not sure now’s the time,” respond, “I hear that—let’s explore what would make it feel right.” This validates and redirects. On video, pair it with a nod and smile to reinforce warmth, making the conversation feel supportive.
Acknowledge First: “What makes you say that?” uncovers the root without judgment.
Offer Options: “Would it be okay if we looked at flexible timelines?” gains buy-in gently.
Rebuild Confidence: “Just imagine the relief of having this sorted—what’s the next step?” anchors positivity.
This strategy works both in-person and virtually because empathy validates feelings, reducing tension and opening dialogue. It shows you’re listening, turning objections into opportunities for deeper connection.
3. Close Confidently with Collaborative Language
End virtual client conversations with words that invite partnership, not pressure.
Use, “What happens next is we move forward together,” to co-create the close. It feels shared, not sold. On video, follow with a screen share of next steps to visualize progress, strengthening the partnership feel.
Guide Gently: “How open are you to scheduling some showings?” tests readiness softly.
Seal with Vision: “When we partner on this, what’s the first thing you’ll do?” evokes excitement.
Confirm Commitment: “Just out of curiosity, what’s the timeline that works best?” clarifies next steps.
This approach ensures virtual client conversations end on a high note.
Virtual Calls, Real Connections
Making video calls a success isn’t about tech tricks or the perfect virtual background—it’s about genuine dialogue. Adapt Exactly What to Say® to screen time, and you’ll turn distance into strength.
Master these strategies, and your virtual conversations will feel as warm as in-person ones. Your clients will notice, and so will your results.
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Test it. Try it. See for yourself.
What’s your biggest challenge with video calls? I invite you to share in the comments below!
About Kara
Kara Moll empowers busy executives to become confident, effective communicators—unlocking their full potential in both their personal and professional lives. A real estate coach with Keller Williams MAPS Coaching, Kara is one of Phil M. Jones’ Certified Guides and an Exactly What to Say® Coach. She combines these powerful communication frameworks with expertise in Neuro-Linguistic Programming and Energy Leadership Coaching to help clients achieve transformative results.
With over 20 years of experience in real estate, coaching, and training, she brings a wealth of knowledge and insight to every interaction. To take your communication skills to the next level, enroll in one of her upcoming workshops at Workshops & Events | Kara Moll
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