Who You Gonna Call?
Important Policies
Key Numbers
Lead Perfection
Setting Appointments
Odds and Ends
100

A customer is calling to cancel their sale


What is take a message and get to Sam to handle?

100

Break time given if working 6 hours.

Double points if you can give 4 hours and 8 hours shifts as well. 

What is a 30 minute unpaid lunch?

100

The percentage of setting leads aka converting out of raw inquiries.

What is 20%?

100

The color LP marks the address when it is not valid at all. 

What is purple?

100

Things to ask on confirmation question (we confirm the appointment the day before...)

What is: another number to reach you and the best time to reach you?

100

Amount of options we carry.

What is over 36?

200

A customer is calling in for service, this is the extension we transfer call to

What is 1202 or 202 (after hours for voicemail)?

200

Proper procedure on calling out

1. Call Sam.

2. If Sam doesn't answer, leave a voicemail. 

3. Send text as well, only after calling out.

200
You should have a lead every ____ hours and a pitch every ____ hours. (on 0-30 queue)

What is 2 hours and 4 hours?

200

When a new lead comes in and it is DUPE'd. 

What is when it comes in the same day, newest leads gets DUPE'd out. 

200

People allowed to price condition.

Who is Sam, Kelli and Whitney? 

200

What to say to BCI if we had an NICR with a prospect.

What is we already had a set appointment with them?

300

Someone from a source calls in asking for Alex.

Who is Ryan?

300

When to set callbacks for yourself. 

What is if you have close info, less than a week out?

300

You should have 40 of these per hour. 

What is dialed calls?

300

Three different methods to contact someone within the property tab.

What is Email, Letter and texting?

300

Not an acceptable answer(s) to the time home where we need more info. 

What is: varies, flexible, home, not/doesn't work?

300

Things to do when taking a break or stepping away from desk.

What is advise manager, punch out on clock, and log out of phone?

400

What to do when someone calls in asking for Amy and she is not here.

What is transfer to her voicemail (extension 107)?

400

How long you have to reset your own appointment before it is up for grabs. 

What is 7 days?

400

Percentage of pitched leads out of set leads.

What is 50%?

400

If a lead asked DNC but it is marked Do not Text in dropdown.

What is Do not promote?

400

The time preapp is not needed for mobile homes. 

What is a double lead and they own the land/property.

400

Tiebreaker question:

(write down your wager of points)

Things to do before clocking out for the day. 

500

What to do if someone asks for Sam and she is not here.

What is see if they are able to talk to Amy or Ryan, if not, leave a note for Sam or send text to let her know?

500

Time needed to give Sam for time off requests.

What is at least two weeks?

500

Double Jeopardy! 

Percentage of leads that convert with the first party to make contact.

What is 78%? 

500

Double Jeopardy: 

Is this a match? And what would you do with the leads? 

Same address, but name, phone number and emails all different. 

What is it may not be, but we aren't sure so create new prospect and add note to directions tab so we know what matches in case and we can merge after the fact?

500

The five criteria needed for a lead to be qualified. 

What is interest, no banko, own home, both home for 2 hours, and have income?

600

The procedure on credit requesting. 

What is adding notes, putting today's date on 2nd one down (Credit Request), and Need to Do as the status?