It's not unusual for an inexperienced real estate agent to show a buyer a series of properties he thinks matches the buyer's wants and needs perfectly, then end up writing an offer for something entirely different — or not writing an offer at all because the buyer loses interest when the agent can't locate the “right” property.

One reason for the problem is a lack of effective communication between the agent and the customer. Being a good listener and carefully observing your customers' reactions aren't quite enough to help you discover their true desires. To do that you must ask questions that encourage them to talk.

Agents get accustomed to drilling down a standard list of questions because they know that the short answers will easily slip in to search fields in the MLS database. How many bedrooms and baths do you need? Do you want a home with a basement? Do you need a garage or is a carport satisfactory? The short answers give you information but they don't tell you how your client uses a home, and that's what you need to know to find the best property for each individual.

Queries that encourage someone to talk about his or her needs are sometimes called open-ended questions. They end in a way that requires a descriptive response instead of a “yes” or a “no,” or an answer that repeats a portion of what the agent asks. Consider the differences between these two similar questions:

• Do you prefer a house on a large lot or a small lot?

This question won't generate much discussion. The client's answer will probably be short and to-the-point.

• How do you like to use your outdoor space?

This question encourages conversation. You might discover that your client doesn't like to mow a lawn and prefers to spend most of her time indoors. This would alert you to focus on homes with smaller or low-maintenance lots.

Open-ended questions are just as appropriate for conversations with sellers. You'll get a much more detailed response by asking, “What steps, if any, do you plan to take to get the house ready to show?” instead of, “When will the house be ready to show?” You'll find that open-ended questions lead to comments that trigger more questions from you and more dialogue with your clients. That opens the door for suggestions from you, which center on actions that will help them sell.

Of course, not all of your questions will be open-ended. You'll need some of those short answers to narrow down a search for a buyer or to help clarify the needs of a seller, but do try to perfect your questioning techniques to draw out as much information as you can in order to work effectively as an agent.