I Received A New Lead- Now What?


You will receive buyer leads one of two ways (typically):

  1. Connection Call- an inbound phone call from one of the 2 saved numbers.  
  2. Real Time Tour (a call that opens the app with an invitation to offer a tour at 1 of 3 times).  Note, after a RTT call is booked, it will immediately send you and the consumer a text message and an email confirming the appointment and a brief intro to you, a local agent.
    1. It will usually say 'this lead wants to be contacted only by text'.   Ignore this:
    2. It is imperative to call the lead.
    3. This creates stickiness and let's the lead know you're a real human
    4. Ask questions: Motivation, Criteria, Timeline.
    5. Try to setup additional showings.
    6. Do not:  Simply text the lead back after the appt is auto booked and show up at the showing
      1. This leads to increased 'No Show' rates, and reduced conversion.

It's important to follow the exact process outlined below to ensure best success!


When you receive a new Zillow lead, it is imperative to acknowledge why the lead inquired..... they wanted to see a specific home.  Do not discredit this.  


It is imperative that we acknowledge and validate the consumers initial inquiry.     Follow the SCRIPT

We do this by immediately mirroring the lead and texting/ calling and say the following on the initial Connection call OR, the first call we make to a RTT lead.


"Hi, this is Cody with EXIT Realty Unlimited. I'm a local Zillow Preferred Agent.  I understand you want to see 123 Main Street today at 4 pm.  Does that time still work for you?"


At this stage, we are only validating why the consumer contacted us AND setting the appointment.

Do not:

  • Worry about pulling up Paragon
  • Looking at disclosures
  • How many days the property has been on market
  • The Paragon status (pending, contingent, etc).

5 Star Review:

Note- before you hang up the phone:   "Hey John, Zillow is going to be sending you a short 2 question survey about our discussion.  Is there any reason I wouldn't receive 5 stars today?"


We want the first conversation to be relatively quick- why?  Because you are on defense and speed-to-lead is very important with these leads.   However, your parasympathetic nervous system (flight-or-fight-mode) has kicked in when you get a new lead.  You are on defense because you weren't expecting this lead at this exact moment.   The body immediately floods with adrenaline and cortisol. This triggers rapid, involuntary changes to prepare for action: heart rate and blood pressure soar, breathing accelerates to boost oxygen, muscles tense, pupils dilate, and energy (sugar/fat) is released. 


This is important to understand  why want that initial conversation to be quick.  So you can get back on offense.  Do some research about the home and go back on offense when you contact the lead back after the appointment has been booked.


CRM Management for a new lead:

  • Update Stage to:  
    • Spoke with customer
    • Appointment Set
  • Create an Interface appointment in FUB so the consumer gets a text and email confirmation

When you call the lead back:

  • Verify the appointment time with the lead
  • Follow up on and answer any questions they had
  • Discuss the touring agreement with them


Zillow Home Loans

______________________________________


Identify the right time to have the financing conversation Remember, as their agent it is your job to help them navigate the process with ease. Whether this is their first time or fifth time, things can get overwhelming.


A good financing conversation happens after a relationship of trust is built and is best had at the first in-person showing unless the buyer brings it up naturally ahead of that.


At the first appointment, gain insights into the buyer - get to know who they are, learn more about

their needs and desires in their future home, and where they are at in their financial journey.


It's important to keep this conversation approachable and continue to revisit it as you tour more

homes.


During some of the initial conversations, after you’ve set the appointment and are confirming the showing, it may be a good time to ask if they’ve had a chance to speak with a loan officer.  You can casually offer to connect them with a lender OR ZHL at this time if they would like, but don’t push too hard here.  The client simply wants to see the house.  Don’t muddy the water, but make an assumptive introduction.



Texting or Email?

·       Here is the script:  “Have you had a chance to touch base with a lender about your purchasing power?”

o   Answer: Yes or No—

·       Agent:  I’d be happy to connect you to a lending partner at Zillow Home Loans—they offer a soft credit impact pre-approval process.   If approved they offer to cover the cost of the appraisal if you work through them.  You can also use the pre-approval to rate shop and compare products/ rates and ensure you’re getting the best deal.  Would it be okay if I made an introduction?



Calling

·       Here is the script:  “Have you had a chance to touch base with a lender about your purchasing power?”

o   Answer: Yes or No—

Agent:   I’d be happy to connect you to a lending partner at Zillow Home Loans—they offer a soft credit impact pre-approval process.   If approved they offer to cover the cost of the appraisal if you work through them.  You can also use the pre-approval to rate shop and compare products/ rates and ensure you’re getting the best deal.  Would it be okay if I made an introduction?