Building Rapport and Understanding
Ask curiosity-based questions like, “What has you thinking about a move right now?
What’s personalize your approach?
Clear, calm, and confident from the first second.
What sets the tone for trust at the beginning of a call?
They give structure, boost confidence, and ensure nothing is missed.
What are scripts?
Understand the lead’s unique goals, needs, and challenges.
What we need to understand before presenting the agent’s value?
Eliminate distractions and open your CRM, script, and notes.
What’s the first thing to do before dialing?
“That makes total sense, family needs are a top priority.” or “I can imagine how overwhelming that must feel.”
What are empathetic statement?
“I think,” “Maybe,” or “I’m not sure.”
What phrases should be avoided to maintain credibility?
Motivation, Timeline, and Existing Agent Representation.
What are the three critical qualifying questions in every call?
“Our agent has consistently helped families secure homes in top school districts.”
What is a tailor solution?
Qualify, Understand, Set.
What’s the key mission of every ISA call?
It helps the lead feel seen and understood by matching their tone and energy.
What is to mirrow lead’s communication style?
“You’re making a smart move; this neighborhood is seeing strong demand.”
Whats is an example of a power phrase?
Moving from surface → motivation → emotion to find the true reason for moving.
What is going “three layers deep”?
Showing the lead what success looks like: “You’ll be moved in by August.”
What is future pacing in a conversation?
3–4 seconds to give the lead space to think.
How long is a reasonable pause after asking a key question?
The lead says, “We just want to get out of the city.” The ISA follows with “Got it—what about the city isn’t working for you anymore?”
What is to prove deeper, or to ask targeted question?
It feels cold and inauthentic, causing a loss of connection.
What is sounding scripted or robotic?
To avoid bias response and uncover true motivations and objections.
what is avoid leading questions?
“So you're looking for 3 beds, modern style, and a yard—did I capture that right?
What’s to confirm the lead’s needs before offering a solution?
“That’s great! Quick question—where are you in your search timeline right now?”
What is to take back control of the conversation?
A technique that confirms a lead feels heard and understood, e.g. “So, you’re looking for a single-story near your kids’ school—did I get that right?”
What is Reflective paraphrasing?
Being warm and professional—friendly but still in control.
What is “striking the right balance” in tone of voice?
Acknowledge, Address, Advance.
What’s the 3-step objection handling formula?
It speaks directly to the lead’s specific goals and pain points, it aligns with what matters most to the lead—not just general benefits.
What is a tailored solution?
“Let’s get you connected to our expert to keep things moving—what time works best for a follow-up?”
What is to finish strong with a clear next step?