Quality 101
A consumer is missing their first or last name, what is the proper process to follow before sending the lead through?
Ask the consumer for their first and last name and update it in the green box.
You need ___ "respectful phrases" throughout the call to ensure you receive exceeding standards for ________.
4, Courtesy
The 3 most known requirements before transferring to a live lender or SLA.
What are SSN/Tax ID, Employment/Income, and Credit rating?
This is the next thing you do when someone asks for a listing agent.
What is the listing agent rebuttal?
Philip is a first time home buyer, with a budget of $400,000, and is already pre-qualified. Which 2 Value builders would you use to pitch a lender to Philip?
"You're allowed to get multiple quotes within a 3 week timeframe without it affecting your credit..."
"...Even a slight change in your interest rate could save you tens of thousands of dollars."
After asking property type, consumer says "just a home". What is your next question in the call?
"Okay, by home do you mean single family home or mobile home?"
Pro Tip! Remember to always clarify any vague responses or any responses that don't fit our dispatch answers.
If you're speaking to a cash buyer, you can win easy transparency points by saying this..
"Purchasing in cash puts you in a great position to negotiate. It's likely listing agents may ask for proof of funding when viewing properties."
A consumer is calling on behalf of her mom who's looking to purchase. I've determined that she is not yet pre-qualified. What is the next step and why?
Transfer to an agent since Tessa's mom is not present on the phone call to answer MQQs. (mortgage quality questions)
TRUE or FALSE: A consumer asked if this is the house with 3br, the red door, and fish themed curtains in the bathroom.. we can confirm that yes, that is what we see too.
FALSE!
We should not relay or confirm any information that is on the inquiry page as we are not licensed to speak on properties.
BONUS: 25 extra points if you can provide an appropriate response to save the consumer.
Right away Jade answers the phone asking what the HOA fees are for this neighborhood.. What is the best response in order to reassure Jade and result in a transfer?
*recording disclaimer* "That's a great question for a buyer's agent. As a coordinator I'm not licensed to provide property info, but I'll be transferring you to a licensed buyer's agent that can help with your questions in less than 5 minutes."
What is the correct process to follow when a consumer texts in saying they'll be available for a phone call today after 5 pm.
Reply to the consumer's text, then set a callback for after 5 pm.
BONUS: Extra 20 points if you can provide a good text response to the group.
We are required to at least attempt this on every call in order to achieve Exceeding Expectations in Communication Skills.
What is building rapport?
BONUS: Extra 50 points if you can provide us with examples of how to build rapport throughout a call.
When a consumer answers the employment/income verification with "I'm retired." or "I'm disabled." How should we proceed?
Clarify if the consumer is receiving monthly income from retirement or disability.
BONUS: Extra 50 points if you can explain to us why this is.
This is what is described as not completing the transfer/not making a successful connection. This can be considered a Moderate coaching or a ZTO coaching depending on how it happened.
What is a Cold Transfer?
BONUS: Extra 50 points if you can tell us what's considered moderate and what is considered ZTO.
You've already gone through all dispatch questions, confirmed email, about to hit the agent disclaimer, and the consumer says, "Can we actually do this later? I'm about to walk out the door."
What will you do to save this lead?
Explain that we've already reached the end of the call/already have an agent on the other line, reassure that you'll let the agent know they're out of time, and reassure that it'll be less than 1 more minute on the phone.
BONUS: ROLE PLAY for 25 extra points, how would you deliver this message to the consumer?
On a standard call, how many disclaimers do we go over at minimum?
3 disclaimers.
BONUS: Extra 25 points if you can name the 3 that are on every call.
Under Courtesy, to receive Exceeding Expectations we should display at least one example of _____ _____ ____ at some point in the call. (hint: most commonly coached on for courtesy)
What is Exceptional Professional Courtesy?
BONUS: Extra 50 points if you can provide us with 2-3 examples of exceptional professional courtesy.
When on a blue banner mortgage lead source (financing lead), what do you need to make sure of in order to earn credit for bypassing the value props and why?
Read the mortgage lead source intro as is to speak to a lender intro and ensure the consumer's consent. “So I’m going to get some basic information from you, and then put you in touch with a lender to see if you can get prequalified for a loan, and if so, for how much…"
BONUS: True or False: Since they're inquiring for financing, you do not need to ask if they've already been pre-qualified.
Under Legally Prohibited, these are the 2 ways we should not describe/address the agents and lenders on our platform.
What is "best/great" and "ours"?
We should not imply that the lenders/agents on our platform are the best to work with and we should not show ownership over the agents and lenders. Instead we'd say "network of lenders/agents".
You've successfully pitched a live lender, but Penelope expresses some concern and hesitation about lenders running her credit right now. How will you reassure her to save the transfer while staying within quality guidelines?
Reassure her that this is simply an introduction to see if the lender is able to help throughout the process and that no one will run her credit without her permission.
Name the main 10 things we are required to confirm before every transfer. (hint: think surface level, not too deep into it)
Name, Zip/Area, Availability, Buyer/Seller status, Agent status, Timeframe, Property type, Budget, Pre-qual status, and Email.
Quality usually grades this using the formula "CM+T=__". A common example for a consumer looking for a "3br/2ba single family home" is:
"Okay, a 3br/2ba single family home. And what's your max budget for a 3/2 single family home?"
What is Reflective Listening?
BONUS: 50 extra points if you can provide another example or reflective listening!
These are the only 2 scenarios we are able to transfer a non-applicant consumer to a live lender or SLA.
If they are legally married and if they are actively translating.
BONUS: Extra 100 points- Each scenario also has something we need to clarify/make sure of in order for them to fully qualify as a non-applicant lender transfer.
Everyone has these, but according to ZTOs: Legally Prohibited, we are not allowed to provide them.
What are Opinions?
We should not give opinions on housing markets, type of homes, when/where to buy, and anything else that is not scripted by realtor.com. Like they say, "Opinions are like armpits, everyone has em, and they all stink."
BONUS: Extra 50 points if you can provide 2-3 examples of what we should not say.
We've got Karen on the line who is questioning why we're asking these questions and telling us "Just connect me with the agent." What is the best practice for this scenario?
Educate the consumer as to why we have to ask, reassure the consumer on how we can help with what they need, and let the consumer decide whether or not they want to continue through the process.
ROLE PLAY BONUS: Extra 100 points- Let us know how YOU'D respond and what verbiage you'd choose in order to educate properly while avoiding giving the consumer an easy out.