Call Script

Step 1:  SCRIPT—SET THE APPOINTMENT


Hi this is Cody with EXIT Realty.  I’m a local Zillow Preferred agent, is this Tom that I’m speaking with?

  • Hi Tom, I see you are looking at 123 Main St,  <client: yes>.
  • Sounds great, when did you want to go see it?   <client responds with specific time>
  • Okay, I am going to set that up as soon as we hang up.  But, in case that specific time isn’t available, is there a range of times that work?  Or an alternative time?
  • Excellent—I will get that setup.  Are there any other questions you have that I can look into?  <client responds>
  • Okay Tom, I will call you back in 10-15 minutes after I am able to confirm this appointment.  I will be in touch soon.  Can you verify your phone number?

<client responds>

Sounds great, thanks and I’ll be in touch shortly.

<end call>


Next steps:

  1. Set/ confirm the appointment time–  
  2. Make notes in the CRM
  3. UPDATE the Zillow status (spoke with customer, appointment set)
  4. SET the timeframe
  5. SETUP an appointment in FUB (include the client for text/ emails)
  6. CREATE a deal card in FUB- set to 'appointment set'
  7. Call the lead back and confirm the appointment.
  8. Let them know you will be sending an invitation to connect from Zillow.  This will ensure that their inquires come to you directly so they don't have to start the process all over again.
  9. Note: **If you can generate a 10-20+ minute conversation with the lead, they WILL NOT want to talk to another stranger or unknown agent, because they will not want to go through explaining all of that again.

Do Not Say:

  • ‘that property is pending’ or ‘that property is off market’
  • Let me check the disclosures
  • Let me check the MLS
  • Let me check Paragon
  • The entire point of that first call is to validate why they are calling. 
  • They are calling to set the appointment to see the property.  Set. The. Appointment.

I cannot stress this enough—follow the script.  If you get off script, get back on track ASAP. 

SET THE APPOINTMENT and get off the phone.

On the initial inbound call, your strategy is to answer their questions and quickly get off of the phone.  You are on DEFENSE. 


Keep Your Promises

***** The point in the first callback  is to create rapport by delivering on a promise.  Something as simple as ‘I will call you back in 15 minutes’ is a minor commitment, but it builds instantaneous rapport.  Very few promises are kept— CALLING back in 15 minutes is SO important.   Do not text.


Rebuttals:

  • I’m looking for the listing agent
    • I am actually a buyers agent that represents buyers with Zillow.  There is value in having your own dedicated agent representing your best interest.  Plus, I am a FULL TIME real estate.  I represent buyer and sellers in real estate transactions for a profession.
    • Many real estate agents list property for friends and family as a part time agent.  There is definitely value in having your own representative agent
  • I was just browsing photos—oh, okay. 
    • How long have you been looking at homes?
    • What is your timeframe to achieve home ownership.
    • Do you want me to put you in touch with a local lender to get pre-approved?
    • I don’t want to be a pest, so I will set you up on an e-alert.  If there is something you want to see, please let me know.  
    • I do have access to some exclusive off-market listings due to the size of our agency—we have approximately 50 agents at EXIT and we are approximately 20% of the market,  so we get first look at a lot of listings that come on market. Is that okay if I send you some exclusive listing photos as they come up?