SALES AGENT SAFETY

In the Event of an Incident

If a Sales Agent encounters an uncomfortable person or an individual with intent to cause harm, it is crucial for the Sales Agent to always trust their gut and watch for signs that a person may be agitated or have an alternative motive for being in the show home.

Some examples of the alternative motive include, but are not limited to:

  • Scanning the room purposefully, checking windows and the location of cameras.
  • Showing more interest in the Sales Agent than the show home.
  • A sudden change in body language, tone, and volume in their voice, as well as eye contact during the conversation.
  • Pacing or fidgeting, clenching their jaw or fists.
  • Using tactical movement to get the Sales Agent to a specific location in the show home.
De-Escalate and Manage the Situation:

It is important to remain as calm as possible during an uncomfortable or potentially unsafe situation. In a potentially unsafe situation, it is important to try to de-escalate and diffuse the situation.

To attempt to de-escalate and diffuse the situation, the Sales Agent should:

  • Move away from the person and maintain a safe distance; 6 feet or more is ideal.
  • Where possible, the Sales Agent should move off to the side of the person, behind a piece of furniture or with a kitchen island separating the person from the Sales Agent. Sales Agents should not stand directly in front of them.
  • Always keep the person in view. Sales Agents are not to turn their back on the person.
  • Rely on non-verbal communication to help de-escalate the situation. This can include relaxed facial expression, keeping hands open and visible and lowering the tone of the Sales Agent’s voice.
  • Always have an excuse in mind, such as needing to make a phone call, to leave the room and make space.
Get out of the Situation:

If de-escalating the situation does not work and the Sales Agent feels that their safety is threatened, the Sales Agent can take the following steps to ensure that the local police department is notified.

  • If the Sales Agent is in the show home, press the panic fob that is connected to the alarm keypad.
  • If the Sales Agent is outside the show home or cannot use the panic fob, the Sales Agent must call 911.
  • Ensure to stay on the line with the operator until the police arrive.
  • In the event the attacker tries to take the phone from the Sales Agent, the Sales Agent is to throw their phone to an inaccessible location such as under a desk or table to ensure the call is not disconnected.

While the police are on their way, it is vital to ensure that Sales Agents take the following steps to ensure they are safe.

  • If possible, the Sales Agent should attempt to evacuate the area. Keep an eye out for doorways, windows or stairs and develop a plan of how they are going to get out as quickly as they can.
  • If the Sales Agent is able to evacuate the area, the Sales Agent is to relocate to a safe location, such as a show home next door, a nearby construction office or driving a safe distance away.
  • If the police were summoned using the panic fob, the Sales Agent is to call 911 once they are in a safe location to update the local police department of their current location.
  • If the Sales Agent is unable to evacuate the area, then the next suggestion would be to hide. Look for ways to ensure distance is established between the Sales Agent and the threat until the police arrive.
  • The Sales Agent should be as quiet as possible, including silencing their phone or other items that may make noise.
  • If evacuating the area or hiding in a safe location are not successful, then the Sales Agent may have to defend themselves.

It is important to remember that when law enforcement first arrives, their priority will be to secure the attacker.

After an Incident:

After an incident occurs, it is very important for Sales Agents to:

  • Record all of the details that can be remembered about the person. The Sales Agent can write notes or create a voice recording of the details.
  • Notify the Sales Manager; they will provide guidance on the next steps.
  • Remember that there may be additional reporting or statements required by the local police department.

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