being a calling team member is easy introduction to calling and and training procedures
TRANSCRIPT
Being A Calling Team Member Is Easy
Introduction To Calling
And
Training Procedures
Kaizen: means focus upon continuous improvement
Scared, and Unsure Confidence and Inner Strength
Best Agent Business Calling vs Other Calling Companies
Choose your own work schedule.
We call warm leads, no inbound calling.
Callers are paid by the hour, not per call
completed.
Bonus incentives to earn extra money.
Variety – Calling different types of leads.
Buying/Selling Time Frame
Price Range
Home Specifications (bedrooms, baths etc.)
Are They Working With A Realtor
What Role Does The Caller Play?
Performance
•Accuracy
•Completing required reports on time and correctly
Billing
•Completing a Weekly Goal Action
•Honestly doing the work you are billing the client for
Database
•All leads are coded or tagged correctly
•Detailed notes are being added to each lead
•Emails are being sent when required
Caller AuditingEach caller is subject to a random weekly audit
Top Producer Boomtown Real Geeks Market Leader Phone Burner
There are training videos available to anyone who needs to learn a new database for their assigned
client
Databases
• Browse Listings• Looks Up Housing Market
Information
The Lead Visits A Real Estate Web
Site
• Enters Lead Name, Phone# and Email Address
Zillow.com (example site) • The database imports
that information.• Thus, the lead can be
worked (called, emailed etc.) by the agent
Top Producer
How Does An Agent Acquire Leads?
Sales Pipeline – Top Producer
Lead information that gets imported by Top
Producer from websites such as
Realtor.com, Zillow.com or
Trulia.com
Lead Info
To reach as many “live” people as quickly as possible.
Find out their Buying/Selling time frame. What type of home they want and where. Price Range Specific home features. Type detailed notes so we can relay the
information back to our assigned client.
Your Goal
Buyer/Seller A – 0-3 months (Golden Egg) Buyer/Seller B – 4-6 months Buyer/Seller C – 6+ months Buyer/Seller Dead – Not Interested in
doing either Buyer/Seller Lost – They have already
purchased or sold their home using another realtor
What We Mean by “Coding” or “Tagging” A Lead
The lead will be coded or tagged as Buyer or Seller – Email Only in the database and listed under Buyer or Seller Dead heading on the client’s DCR.
A caller may not attempt to contact a lead that only has an email address. This is a company policy and certain disciplinary actions will apply if a caller is caught doing so without prior approval from the team leader.
We only contact the leads that have a phone number. We will try to obtain an email address for the client if one is not already on file or the email address has bounced.
Email Address Only – No Phone Number
Your Calling Session
Pen and Paper – For keeping track of who you are calling and how many leads you’ve called for that session – Sessions should be done in 1 hour blocks not to exceed 3 hours a day for each client you are assigned.
Client Specific Systems Document – minimized on your computer.
Daily Calling Report Template - minimized on your computer to record “Live Call” notes.
Client Database – to conduct the calling session. Along with log in information
Golden Egg Wiki – minimized on your computer for quick reference just in case you find a Golden Egg (Buyer/Seller A Lead).
Quickbase - minimized on your computer for completing and sending Daily Log and to log your Goal Action.
Beginning Your Calling Session – ~You Will Need~
Lists the Client’s Name, Address, Phone Number, and Email Address
Who the Caller is
The Type of Leads being called
The budgeted amount of Calling Hours per week
The “Procedure” – meaning what is expected of the caller every time client’s leads are called
“Live Answer” calling script
“Voicemail” calling script
Email Templates to be copied, then pasted into an email to the lead after leaving them a voicemail or unanswered call attempt
This document is client specific and will be used during every calling session
What Is A Systems Document?
Hi (client name),
Below are the live calls for today. Please let me know if you have any questions. Have a great day!
BUYER/SELLER A –
Jeff Smith – 123-222-2222 - [email protected] – Mr. Smith is actively looking to purchase a home now. He and his wife, Emily, are looking for a three bedroom two bath ranch. They are first time home buyers, and they do not have to sell a home prior to purchasing. A fenced in yard is important to them because they have three dogs. Their price range is 400-550K. Please call Mr. Smith and introduce yourself; he is anxious to get started. I’m listing Mr. and Mrs. Smith as Buyer A and will escalate to the client.
BUYER/SELLER B –
Mary Dalton - 222-222-2222 - [email protected] - Mary currently has her home listed, and she is planning on purchasing in the next several months. She is relocating from Georgia, and she would love some more info on this area. Mary is looking for a two bedroom condo in the center of town. She needs to be within walking distance to amenities. Mary would like you to send her all condos in the 250-300K price range that match her specifications. I’m listing her as a Buyer B and will call Mary back in 30 days to see how her search is going.
BUYER/SELLER C –
Todd Jones - 222-333-4444 - [email protected] - Mr. Jones is casually looking. He is not planning on making a move until next summer. He is unsure of the type of property he is going to purchase, but he feels his price range is 100-150K. Mr. Jones is still seeking a job in the Vegas area, and he is not in a hurry. I will list Mr. Jones as a Buyer C will follow up with him in six months to see how things are coming along.
What Is A Daily Calling Report (DCR)
This document is client specific and will be used during every calling session
Top Producer Home Page
Creating A Calling List
To the left is all of the client’s leads that have “Buyer C” as a code or
“tag”
Place the curser on the lead you want to start
your calling session and click
Procedure Steps After A Voicemail or Call Attempt(next 5 slides)
Typing and Saving A Note
Sending An Email After A Call Attempt
Creating The Email To Send To The Lead
Schedule A Call Back Date
If call back instructions are not listed on client specific systems document, call backs should be scheduled as follows:
A Leads – 24 hours in Adv.B Leads – 30 Days in Adv.C Leads – 60 Days in Adv.If you left a Voicemail – 3 Days in Adv.
*Verify The Call Back Date
Shows Up After You Are
Done Scheduling It
Moving On To The Next Lead To Call
Type Notes In Database – Always begin the notes with BAB – Caller Name –
Send Email From The Clients Database
Schedule A Call Back For The Agent Or Caller To Follow Up With The Lead According To Systems Document Instruction or BAB Policy (3 days in advance)
Recap - Procedure Steps After A Voicemail or Call Attempt – meaning no option to leave a voicemail or the phone just rings and rings
DO NOT CODE the lead until you have spoken to them and determined their Buying/Selling Time
Frame
Procedure Steps For Reaching A Live Person(next 5 Slides)
Hi (client name),
Below are the live calls for today. Please let me know if you have any questions. Have a great day!
BUYER B –
Trudy Kolar- 715-264-6959 – [email protected] -
Daily Calling Report
Trudy currently has her home listed, and she is planning on purchasing in the next several months. She is relocating from Georgia, and she would love some more info on this area. Trudy is looking for a two bedroom condo in the center of town. She needs to be within walking distance to amenities. Trudy would like you to send her all condos in the 250-300K price range that match her specifications. I’m listing her as a Buyer B and will call Trudy back in 30 days to see how her search is going!
* Verify The Code “Tag” Is Correct
* Click Summary Tab To Go Back To Lead Profile
*Schedule A Call Back
Date
If call back instructions are not listed on client specific systems document, call backs should be scheduled as follows:
A Leads – 24 hours in Adv.B Leads – 30 Days in Adv.C Leads – 60 Days in Adv.If you left a Voicemail – 3 Days in Adv.
*Verify The Call Back Date
Shows Up After You Are
Done Scheduling It
Type Notes In Database – Always begin the notes with BAB – Caller Name –
Code “Tag” The Lead According To Buying/Selling Time Frame
Escalate Any Golden Egg Leads per Wiki Instructions If Applicable
Paste Notes Omitting “BAB – Caller Name” Under The Correct Heading Of The Daily Calling Report
Schedule A Call Back For The Agent Or Caller To Follow Up With The Lead According To Systems Document Instruction or BAB Policy
Recap - Procedure Steps For Reaching A Live Person
Entering A Daily Log
“N/A”
Send the Daily Calling ReportTo: [email protected]: [email protected], [email protected]: Daily Calling Report – John Doe – Best Agent Business
Hi John,
Below is the information on the live calls for today. Let me know if you have any questions.
BUYER – A
Ron Lindsey – 555-555-5555 – [email protected] - I spoke with Ron. He loves the house on 33 Castlebridge Lane. Wants to come out in 1-2 weeks to look at it and possibly buy it. His wife just had a baby last night #5 and is hoping she will be feeling good enough to sneak away and look at this home and any others that are comparable to it. His max budget is $10M and he is a cash buyer. He has all the expensive toys so water would be great. He needs a home in a kid friendly neighborhood. Ron has his own private jet, so coming to HHI isn't an issue. They are just looking for somewhere to get away. He owns a home on Louisiana and one in Los Angeles.
BUYER B –
Roy Jones – 555-555-5555 - [email protected] - I spoke with Roy. He said they own property in Hilton Head Lakes which is half way between Hilton Head and Savannah. They are trying to decide if they want to build on that property or just buy a home in Sea Pines. They are coming for a long weekend in December to weigh their options. Either way, he said he will make his decision in the next 5 months. His price range is between $500K and $600K. He wasn't sure exactly which weekend they would come, so I told him to call John a week in advance so that he could set up any viewing appointments of the listings that they want to take a closer look at. He appreciated the follow up, and said "See you in December!"
BUYER C -
Tim Burson – 555-555-5555 – [email protected] - Spoke to Tim. He said his home search in HHI is for long term, so he doesn't want to rush in to anything. Right now he is receiving the listings that meet his criteria, and does not want to change anything. I verified his price range and locations. All is well.
T Rex - 555-555-5555 - [email protected] - The number provided belongs to his mother. She said he no longer lives at their home. She verified his email address and said to try to reach him via email. She said he will respond to the email that I send. She will also tell him that I called and have him call John at his earliest convenience.
Sincerely,
Trudy KolarAssistant/New Caller MentorBest Agent Business
YOU’RE DONE!Great Job!