What do you say?

[rvolk75]

Hello everybody,
I think this is the best place to post this question. When the lead comes in and the phone number was provided, seems like the best way to handle that lead is to call them right away. I'm not a big fan of calling leads, because I don't like when salespeople call me, but if it works, I want to give it a try.

When you call that lead, what do you say? How does your conversation begin and do you include any special "hooks" in your conversation?

For example, the lead came in and the name is John Smith, what do you say?

I appreciate your help in advance.

[Hawaii Life]

Hi Russell,

When we get leads with phone numbers, our agents call them right away. I think somebody who leaves their number wants to be called. I wouldn't say you should be trying to find any so called "hooks". Just be yourself and try and find a common ground with the client. Most important, be educated so you can answer the client's questions, and if you don't know, don't make something up, find out and call them back.

[Brett M]

Hawaii Life made several good points. I would only add that you need to determine the buyers motivation and their ability to purchase. Calling immediatley gets them when they are HOT, it is the perfect time to ask them questions.

Good Luck

[rvolk75]

Thanks. I appreciate your feedback. But how do you start the exact conversation? What would would be the "script"?

I have no problems talking to them, but my only issue is starting the actual conversation. I'm very knowledgable about my area and the inventory we have, but I guess I just need the script on starting the conversation.

[webmaster]

One thing that can really help if they are still on your site is offering assistance on how to set things up properly to access the info in a non invasive way.

"Hello Morgan, Russel calling from xyz properties. I noticed that you were on the site looking at property. I always like to call my site users when they are kind enough to leave me a number and see if I can help them find what they are looking for on the website and get feedback to help me improve the site for future visitors. Is there anything I can help you find today? <<< Take it from here, they are telling you what they want - Now if they do start talking about what they are looking for (Now or later) show them how to set up a saved search so that they can have the properties sent directly to their email as opposed to having to do a search each time - be sure to tell them to double check their email address (Or verify it for them right over the phone), because if they mistyped it or provided a false one, then the listings will not get to them.

[OCTeam]

As Morgan said. Call as a "customer service" follow up to be sure they were able to find the information they were looking for. Forget you are a realtor initially and see where the conversation goes..

[jerome]

As usual, Morgan hit the nail on the head!
The other Key is to try and be able to call the Prospect WHEN they are still on your Site (5 minute reply time).

[u2man]

Thanks. I appreciate your feedback. But how do you start the exact conversation? What would would be the "script"?

I have no problems talking to them, but my only issue is starting the actual conversation. I'm very knowledgable about my area and the inventory we have, but I guess I just need the script on starting the conversation.

Lot's of good stuff here. Initially talking about the website and saved searches and all that is great to "get" the conversation going. If they are John Smith from NY I might talk about the giants going to the Super Bowl etc etc.

My main goal is to ask questions to qualify whether or not I want to work with them?? Why are you relocating? When? Working with an agent? When is your trip planned for? Price range etc and lender? Home to sell? Have you ever worked with a buyers agent?

Personally whether or not they can save searches on my site is or love the flash really doesn't mean too much to me. Without asking the "right" questions it's hard to do well on the phone.

I think the best way to get the conversation going is to say " I noticed you were on our website searching for properties etc.... when are you planning on relocating to the Poconos?"

[Joshua Sloan]

Just to reiterate what has already been said. My goal when calling a lead is to build rapport and find out their motivation and timing so I can categorize them.

I usually start out - Hi this is Josh with KW, I just received an email from you requesting more information about homes on my website and wanted to see if I could be of any assistance?

Usually they just spill their life stories to me, but if not, then I'll just ask the following questions:

When do you plan on moving? usually vague, so I ask "So do you plan on moving in the next 3 - 6 months?
Do you rent or own?
Do you have an agent helping you?

Hope this helps.

[Puyallup Agent]

Calling while they are still on your site is very powerful! Best results have come from using a more customer service oriented approach. Once you build some rapport with the customer, you can more easily qualify them in a conversational way.

I think everyone has struggles with this issue from time to time.

I'll be using U2man's suggestion "Have you ever worked with a Buyer's agent?"