GENERAL INTERNET & SIGN CALL SCRIPTS
Buyer: “How much is the home on 123 Main Street?” (No matter the initial question or response, proceed with the script.)
Agent: “That’s a great home. Did you see it online or while driving by?” (For tracking purposes, it is always important to know where your leads come from.)
Buyer: “We just drove by it today.” (Regardless of their answer, proceed with the script.)
Agent: “Do you live in the area?” (Use this transition to take control of the conversation. See list of additional transition questions below.)
Buyer: “No. We live on the other side of town.” (Again, regardless of their answer, proceed with the script.)
Agent: “I see. Do you currently own your home or are you renting?” (Depending on their answer, proceed with either the OWNER or TENANT script below.)
(IF OWNER) Agent: “So you’d probably need to sell your home first, or do you qualify to buy your next home without selling first?” (If they don’t need to sell first, see the tenant script below. Otherwise, proceed with the script.) “Great! Well the home you called about is priced at $200,000. So tell me, have you had a REALTOR out to your current home to give you a pricing opinion recently?” (If “No”, proceed with . . .) “I’d be happy to quickly swing by your home to do that for you before we take a look the home that’s for sale. Would 5:00pm today or 4:00pm tomorrow be good for you?”
Note: You may also decide to use more of the additional transition questions below to maintain control of the dialogue prior to setting the consultation appointment.
ADDITIONAL TRANSITION QUESTIONS
7 Phrases to Avoid
Phrase 1: “Here’s the Problem”
Your clients don’t want to hear about a problem associated with selling or buying their home; they’d rather know what you’re going to do to solve it. Instead, use words like challenge> or opportunity. These words imply action, as in “Here’s our challenge — we need to fix up this house on a small budget! Let’s talk about where to start.”
Phrase 2: “I’ll Try”This phrase is laden with doubt. It gives the impression that you’ve already concluded that you will not be able to help them. Instead, consider using I will. If you aren’t positive that you can deliver on the promise, explain what you’ll do to achieve the goal. Then provide a few paths you will take as an alternative approach, if necessary.
Phrase 3: “But”
This word is often an “I can’t” in disguise. For instance: “We’ll market your property at this price but I can’t guarantee it will sell.” Instead, use the word and, as in “I will market your property at this price for four weeks and if we don’t receive any offers, I’m going to ask you for a price adjustment.”
Phrase 4: “You Should”
This phrase kills marriages as well as sales. Down deep, you may want to say, “You should paint the exterior and remove all of these dead shrubs,” but instead consider ways to rephrase it so that you're creating a sense of empowerment. This is a better way to phrase it: “If we paint the exterior of the house and work a bit on the landscaping, we'll be in a better position to increase the asking price.”
Phrase 5: “You Have To”
As in, “You have to list at this price if you want to get any activity." Phrases such as this one often make people mad simply because it takes away their sense of control. Instead, say “You canposition this property anywhere in the market that fits your needs, remembering that homes sell faster at one price compared with another.”
Phrase 6: “It’s Not My Fault”
This phrase is a quiet killer. Odds are good that you don’t say it out loud to your clients, but even when you think it they can hear you. If something goes wrong, forget whose fault it is. Instead, focus on a solution by affirming “I am in complete control of the outcome and responsible for what I do next.”
Phrase 7: “No Problem”
Sounds harmless, right? Not so fast. I’ve always believed that you should never answer someone’s request with “no problem.” It implies that the request could have been a problem, or that it was almost a problem. Indirectly, the phrase can evoke negative emotions, whether you meant it or not. Instead, try answering with a simple It’s my pleasure.