Basic Script and guidelines for calling

A typical Sales Process usually involves the following, linear steps:

• Introduction
• Qualification
• Demonstration
• Proposal
• Overcome Obstacles
• Closure
• Follow Through

Our goal as a team will be to make sure we become as successful as we can at each step, increasing the # of
home buyers and sellers we can service. Any agent excelling at conversion will be rewarded with a higher % of
leads.

Housekeeping

A few quick bullet points for us all to remember. Consider this the conversion commandments. Place them by
your desk, staple them to your forehead, tattoo them on your arm; whatever it takes to remember.

1. Leads are people too: have a conversation with leads. Do not become a robot or order taker.
2. Image is everything: your tone, your enthusiasm, rate of speech, and your smile can all be heard on
the phone. Do you want to do business with a mumbling toad with loads of background noise?
Neither does the person you are calling.
3. Every word counts: what you say matters, and how you say it. If someone is going to buy or sell a
house from you, be professional, use scripts, sound like you know what you are doing.
4. Every second matters: call leads within 5 minutes or faster, always. Follow up 6 times in 2 days. Leads
are hottest in the beginning. We are a media-based society; we are always distracted. Get to them
early and often.
5. Zero cold calls: these leads registered with us; they want help; they just may not know it yet. WE are
the perfect professional to show them.
6. Human companies win: people do business with people they like, not with businesses. Listen and
show empathy- make them feel that you feel the same way or you're on the same shoes.
7. Fortune in the follow up: Enough said. I sold a $600,000 home by calling a “lead” 18 times, making a
relationship with them.
8. Yes is not an accident: Luck is preparedness meets opportunity. Be prepared for success.
9. Conversations create clients: Dig deep or go to sleep. Be interesting, find their interests, make friends,
and the personal connection you develop will not only get you clients, but referrals. Listen to their
background noise as well, you may find something worth connecting on.
10. You’re in charge: you are the professional. Take charge of the conversation. No is not an option.
Take notes.

Structure of a call

Opener: smile on the phone, then say these 3 opening sentences…

Hi NAME, this is YOUR NAME. We connected about your home search in (city; if no city, say “here in the LA
area.” Love to help! What type of home are you looking for (if seller: when are you interested in selling?)

Listen for answer:

If yes, move onto LPMAMAA below

If no, could be:

Just browsing
Have an agent
Not interested
I don’t remember connecting with you
Who are you with?
Wasn’t me.
I already bought a home.
I can’t afford it.

All these answers are initial objections that can be overcome with AAR: Affirm, add value, and re-engage

A: you just were curious, great!

A: 95% of home buyers start their search online and meet great resources to assist in their search.
R: ask an LPMAMAA question

Examples:

-“I’m just looking” That’s great! What are you just looking for?
-“I haven’t even finished filling out the form!” That’s great! What area are you looking in?
-“I don’t know what I’m looking for” “That’s great! What area are you looking at?”
-“I wasn’t expecting a call” “That’s great! What area are you looking at?”
-“I am busy/at work/no time” “That’s great! Real quick, it’ll only take about 30 seconds. What city are you
looking in?
I have an agent: that’s great! What type of home are you looking for?

Then we go straight to LPMAMAA (it is ok to go out of sequence; flow with the caller)

LOCATION – PRICE – MOTIVATION – AGENT – MORTGAGE – APPOINTMENT – ADDRESS

With all 7 of these questions, dig deeper. Like a 4 year old, ask more questions. Dig deep; more time they
spend, the better. The perfect call is often 20-30 min. Don’t just rush to next question, have a conversation.

Example:
What is your #1 reason to move right now?
Wow! You’ve won the lottery and want a bigger house. Great! Tell me about winning the lottery.

Or

What is your time frame to buy?

Oh, you and your wife are expecting your 1st child; congratulations! Is it a boy or a girl? Is this your 1st child?

Not only does this help you, it helps us keep the relationship and personalize. The best people are taking
notes, engaging, and have genuine interest in someone’s circumstances; they are not just waiting for them to
stop talking.

LOCATION – WHERE DO THEY WANT TO LIVE?

What areas or cities are you looking for?

PRICE – HOW MUCH HOUSE CAN THEY AFFORD?

what price range are you looking to buy in?

MOTIVATION – WHEN CAN THEY MOVE IN?

What is your plan; why are you interested in moving (get motivation)? What is your time frame?

AGENT – HAVE THEY SIGNED AN AGREEMENT WITH ANOTHER AGENT?

Do you have an agent you are working with?

What is most important for you to have in an agent you select?

MORTGAGE
By the way, will you be paying cash or will you need a mortgage?

APPOINTMENT

Thank you! Based on the information you have given me, here is what I recommend we do…. Let’s set up a
time to talk to Erik to go over the home buying process. When works for you?
Thank you. Would you do me a favor and place that on your calendar as well?

ADDRESS
Erik always likes to send a little realty gift to those we connect with. what is the best postal address for you?

End call

Confirmation script to use: once someone has LPMAMAA’ed, do this: use excitement

“Thank you NAME for your time today! I know Erik is excited to connect with you. Great! I know Erik will
prepare some fantastic details for your call. I know your time is important, and Erik often has a few
appointments back to back. Just want to make sure this is the best time for you?

Wonderful. I’ll let Erik know to connect with you then. Thank you! Have a great day. (Hang up after they do
or 10 seconds of silence)

5 “Nevers” for leads we’ve never spoken to and why:

 Never leave a Voice Mail.1
 Never research the lead in any way.2
 Never create a Reminder.3
 Never send 1 email or 1 text to 1 lead.4
 Never create a saved search in our MLS.5

1
As many folks will call us back, and agents who reported no one calls back from voice mails report they
start receiving calls back when they stop leaving voice mails. We also are ringing more phones in less
time which equals more conversations in the same time.

2
Our training and experience should allow us to have very effective conversations and appointment
setting knowing only their name and phone number.

3
Adding a reminder on a lead we’ve NOT spoken to junks up our Follow Up process.

4
This is extremely inefficient. Instead automation in the form of drip campaigns takes care of it or mass
text / email to multiply our effort.

5
We want all login search activity in a single system. An exception to this is when they’re in your car and
want 6+ search criteria or faster notification.