Scripts
Which specific call recording verbiage should you use upon introducing yourself to Beth?
What Is “This is “X” from Zillow on a recorded line for quality purposes”
This is required at the beginning of every call with Beth, verbatim.
True or False: You do not have to tell Alan he is being recorded because he consents to be recorded in his contract.
What is the normal call cadence for Nurture?
2 weeks later, and 4 weeks later.
Tell us at least three Discovery Questions for Beth.
Have you been touring?
First time buying?
Timeline?
What's keeping you from buying sooner?
Is X city your primary focus? Other areas?
What stood out to you about this home?
What are your must-haves?
Budget similar to this property?
When do you schedule your follow-up for Beth for a Live Transfer?
What is 24 Hours.
Can you say the following to Beth? “I can definitely get a tour set up for you today”
No since we cannot guarantee this is the case. Instead, mention what we can do.
“I can connect you with a local agent who will be able to provide the latest info on tours, open houses, and the market in your area
If Alan is an MBP agent, what does the advisor pitch or not pitch?
Advisor will not pitch ZHL.
If Beth opts into ZHL, where is this noted?
Mortgage Interest Section in Salesforce.
After the discovery call with Beth, what notice needs to be sent and when?
Call Recap email including No Agency Notice, to be sent immediately or same day.
When a case needs to be "reawakened", what is needed to find said case?
Case ID.
True or False - You can provide factual information about the listing that you get from Zillow/Trulia/StreetEasy page by prefacing “According to BRAND site. . .”
BONUS Q: Can you speak to the schools, crime rate, or age demographic shown on Brand site?
What is True.
Bonus: No, because this would violate the Fair Housing Act.
What tools will you use for co-follow-up/nurture Beth?
Bonus: What are the steps once your navigate the tool?
Salesforce.
Bonus: 1. Create a new lead. 2. Send the canned follow up email. 3. Create a follow up task.
Should you encounter a Beth that is abusive or aggressive during your conversation, what do you do?
Report the situation by emailing Consumer Care, and copy your manager with the subject line “Abusive Beth”
What Tag do you use if Beth is interested in connecting with an Agent?
What is “Interested in PA”.
If Beth is unable to take the call but would like to speak at a different time, what disposition is selected in Pearl?
Call Later Disposition and enter the date and time for the requested follow-up call.
True or False - During your conversation with Beth, you can say “I live near Fremont and I know homes are going fast. You should check out Magnolia instead!”
Bonus: Why or Why not?
False.
Bonus: Due to the Fair Housing Act, we cannot evaluate or recommend a neighborhood
What are the two types of Alan’s and where do you verify their status?
MBP Agent, and Flex Agent
Pearl Audit Website
True or False?
Once cadence is complete or at any point when the customer's status changes, mark the lead/opportunity to “close-complete” or “ closed-lost” depending on the outcome.
True.
How is the case handled in Pearl should Beth not pick up on the second follow-up call?
Do not leave a voicemail, do not send a text, select “Unresponsive” disposition and “complete task” in the disposition bar.
If Beth opts in to ZHL only, how many times do we follow up and when?
Advisors will follow up 3 times with Beth on her ZHL Journey. 48 hours/ 2 days post transfer. 5 days post transfer and 10 days post transfer.
What are the goals of conversation #2 with Beth if she was connected with a Flex agent?
Must include all parts for full points!
3-part answer earns total points only!
1. Check in and see how her connection went with Alan. 2. Offer to reconnect her with a new Alan if Alan wasn’t a good fit 3. Pitch ZHL if eligible
If Find Alan fails 3x, what do you mark the case as?
Bonus: When do you schedule your follow-up for?
What is An Automated Directed Lead.
Bonus: 48 hours.
What is the goal of the discovery call?
BONUS: Where should you add notes during/post-Discovery call?
What is Build rapport with Beth, identify motivation and assess customer eligibility and readiness.
BONUS:
Agent Notes- These are needed for the agent and are sent to the PA app
2. Internal Notes- Needed for the next operator to tough the lead that stays in Pearl. (including Discovery)
Should Beth respond stating they pressed the button on accident, and does not need to be reached out to, what should the advisor do?
Advisor should respond to objection. ie "No worries! Are you interested in properties in the area? We can help you with any property that's listed as well as your overall search."
At the predetermined task time for follow-up, what steps will you take to call Beth back?
Advisor will call beth back through Pearl but utilize the “Reawaken” case and route the case back to themselves. To “reawaken” Advisor will need to use the pearl audit website and search by case ID.