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In this instructional segment, Leigh Thomas Brown emphasizes the importance of active listening during real‑estate phone calls. She advises agents to avoid dominating the conversation, instead asking targeted questions and paying close attention to the prospect’s pauses, which can reveal unspoken needs. When a pause signals a specific requirement—such as a care package or a personal note—the agent should respond with a thoughtful, personalized follow‑up. The overall message is that every call contains an immediate opportunity to build rapport and add value through attentive listening and tailored actions.
