당신이 지친 이유는 계약이 없어서다

프롤로그 “계약이 없을 때, 사람도 먼저 무너진다”············································· 4

CHAPTER 1. 계약 없는 상담 - 웃음 뒤에 숨은 진짜 대답을 읽어라
1. 웃으며 떠난 손님, 왜 다시 오지 않았을까?················································· 15
2. “생각해볼게요” = 사실상 거절의 다른 이름················································ 25
3. 고객은 친절이 아니라 확신을 산다··························································· 31
4. 설명만 하면 끝이다. 결정을 이끌어야 산다················································· 36
5. 정보만 주면 계약은 흘러간다·································································· 40
6. 상담은 끝내는 게 아니라, 결정을 설계하는 것이다······································· 44

CHAPTER 2. 계약 공백 - 무너지는 멘털을 회복 루틴으로 붙잡아라
7. 계약 없는 달, 가장 먼저 무너지는 건 내 마음이다········································ 53
8. 아무것도 하기 싫을 때, 그때가 더 해야 할 순간이다····································· 58
9. 비교는 자존감을 좀먹는 독이다······························································ 63
10. 상담 전화를 피하고 싶을 때, 이미 경고등은 켜졌다····································· 68
11. 작은 행동 하나가 무너진 멘털을 다시 세운다············································ 74
12. 계약서 한 장이 나를 사람답게 만든다······················································ 80

CHAPTER 3. 첫인상 전쟁 - 고객은 매물이 아니라 공인중개사를 산다
13. 상담 시작 3분, 이미 승부는 끝난다························································· 87
14. 표정·목소리·속도, 신뢰는 디테일에서 판가름 난다····································· 91
15. 공간은 눈을 사로잡고, 준비는 마음을 사로잡는다······································· 96
16. 설명보다 강한 건 ‘신뢰의 잔상’이다·······················································101
17. 감정을 다스리지 못하면 계약도 놓친다···················································106
18. 다시 찾아오는 고객은 이유가 분명하다···················································111

CHAPTER 4. 말은 계약을 만든다 - 질문·요약·제안의 대본을 써라
19. 계약을 멀어지게 하는 말부터 버려라······················································119
20. 제대로 묻는 질문이 계약을 불러온다······················································124
21. 요약은 고객의 혼란을 정리하는 기술이다················································129
22. 조건이 아니라 ‘이유’를 팔아라·····························································134
23. 망설임을 결심으로 바꾸는 대본이 필요하다·············································139
24. 계약을 끌어내는 말은 따로 있다···························································144

CHAPTER 5. 설득의 심리학 - 당사자별 다른 문을 열어라
25. 상가 주인은 논리보다 분위기에 움직인다················································151
26. 권리금 협상은 타이밍이 아니라 멘트다···················································156
27. 중개보수를 먼저 말해도 계약할 수 있다··················································161
28. 건물주가 흔들릴 때, 한마디가 판을 바꾼다··············································165
29. 세입자와 투자자의 불안은 정면에서 뚫어야 한다·······································169
30. 계약서 사인은 결국 신뢰에서 터진다······················································174

CHAPTER 6. 계약 없는 날 - 외부로 연결되는 행동 시스템
31. 고객이 오지 않는 날, 내가 먼저 찾아간다················································181
32. 매물이 없을 때는 발로 뛰며 시장을 채운다··············································187
33. 관계는 하루 만에 생기지 않는다. 매일 쌓아야 한다····································192
34. 작은 이벤트 하나가 고객의 마음을 흔든다···············································197
35. 데이터는 기억을 대신하고, 습관보다 오래 남는다······································201
36. 준비된 사람만 우연을 계약으로 만든다···················································205

CHAPTER 7. 계약서 한 장 - 개인을 넘어 관계와 세상을 바꾼다
37. 다시 사인을 받는 순간, 나는 변했다······················································213
38. 계약서를 쓰는 손의 떨림을 멈춰라························································219
39. 중개보수 협상, 나는 이제 당당하다·······················································223
40. 건물주가 먼저 소개하는 구조를 만들었다················································227
41. 고객과 동료의 시선이 달라졌다····························································231
42. 계약은 나를 다시 사람답게 만들었다······················································235

에필로그 “이제 계약서에 도장을 찍을 사람은 바로 당신이다!”···························240

자존감은 조금씩 스스로를 갉아먹습니다. 그러나 저는 깨달았습니다. 공인중개사를 지치게 하는 이유는 일이 많아서가 아닙니다. 계약이 없어서 지치는 것입니다. 그리고 더 중요한 사실은 계약은 기다린다고 오는 게 아니라 만들어내는 것이라는 겁니다. 그래서 저는 이 책에, 제가 현장에서 깨달은 모든 것을 담았습니다.
웃음 뒤에 숨은 진짜 대답을 읽는 법.
“생각해볼게요”라는 말을 마지막 기회로 바꾸는 법.
친절을 넘어 확신을 심어주는 첫인상과 말의 힘.
건물주·세입자·투자자를 설득하는 심리학.
계약 없는 날을 버티는 루틴과 행동 시스템.
그리고 계약이 한 건이 아니라 흐름이 되게 만드는 방법.

“여러분, 계약이 없을 때야말로 우리가 시험대에 오른 겁니다. 이 공백기를 어떻게 버티느냐가 실력입니다. 계약은 흐름 속에서 생기는 것이지, 기다린다고 생기는 게 아닙니다. 흐름을 만들려면, 마음부터 다잡아야 합니다.”

정민우가 진지하게 물었다.

“그럼 교수님, 멘털이 무너질 때는 어떻게 해야 합니까?”

김 교수가 잠시 숨을 고르고 대답했다.

“답은 단순합니다. 작게라도 행동하는 겁니다. 전화 한 통, 블로그 글 하나, 고객에게 안부 문자라도 보내야 합니다. 행동은 멘털을 회복시키는 유일한 약입니다. 그렇지 않으면 마음이 먼저 주저앉고, 그다음에는 모든 게 무너집니다.”

“여러분, 고객은 설명으로 계약하지 않습니다. 설명은 정보를 주지만, 결정을 이끌지는 못합니다. 결국 고객의 마음속에 각인되는 것은 ‘이 사람이면 되겠다’라는 신뢰입니다. 신뢰는 말투, 태도, 사례, 그리고 차분한 확신에서 만들어집니다. 숫자를 아무리 나열해도, 신뢰가 없다면 계약은 멀어집니다.”