Show:
CB/CA
Verbiage
SOP
Random
100

You receive a RFC task, Beth has not responded for 21 minutes. Who do you call first?

BETH.

100

Beth asks if the property is still for sale. What do you respond with?

Looking at the BRAND site, it appears the home is STATUS, but we can confirm that for you. Are you free to talk now?

100

What is one thing that qualifies as important information to disclose to Alan?

  1. Beth mentions a desire to tour in a specific time frame or at a specific time

  2. Beth informed us she is a cash buyer or investor

100

Which phone number do we give Beth if she's been live transferred and requests Alan's phone number

If Beth needs Alan's contact information you can text her or give it to her over the phone. Make sure to give Beth Alan's tracking number which is the phone number sent in the automated message to Beth.

200

Can you set an Automated CACB if Zillow Offers is present?

No.

200

Beth says: "I just wanted to know if the furniture was for sale!"


How do you respond?

"Got it. You’ve contacted a buyer’s agent. Are you thinking about buying? If you're looking for the seller’s agent, you can find contact info in the “Listing Provided By” section at the bottom of the page.

200

Beth states she's available this afternoon at 3:00pm and you attempt to qualify. How long do you leave in your tray before dispositioning?

Immediately disposition as call later

200

Which of the following is NOT a Nurture Disposition 

1. Unresponsive Closed 

2. Not Interested 

3. Spam 

4. Renter 

5. Has Agent


SPAM

300

You receive a task and the header states: Find Alan Timeout. What's your next move?

  • If after 20 minutes, the Pearl system hasn't gotten confirmation of a live transfer, the task is served to a rep.

  • In this scenario, call Beth first to apologize for the delay.

  • Initiate Find Alan and complete a Live Transfer.

300

Which of the following is NOT ok to use with Agents/Consumers


An improvement to our Premier Agent offer, The next generation of Premier Agent

Screening/Qualifying

Validating

Connection

Premier Agent CRM

Screening/Qualifying

300

True or False:

LTA CBCA Process: 

  1. Call Beth or answer Beth call using existing scripting

  2. Validate over the phone as necessary using existing scripting

  3. Disposition Automated CBCA 

  4. Click Hold

  5. Click Complete

FALSE 

Do NOT put Beth on hold; if you do, she will hear our hold music, and then hear the automation hold music, creating a strange experience for her.


300

Beth needs consumer care for her property she's posting on Zillow. Where do you direct her?

consumercare@zillow.com

400

What is your first step when you receive a returned Automated case?

Acceptable answers:

Check the banner

Read case over

Leave a note stating why 

400

Beth says "Land Contract" or "Owner Financing" 

which template do you use?

For rent to own, owner financing, and land contract- use the “Beth wants to know how to find the seller’s agent” template

400

Which dispositions are okay for a Closed LIVE TRANSFER case?

No Action

RFC

Selected lead

400

Where can you post feedback?

Any feedback will get added into Uservoice under the Pearl Feedback section


OR 


Playbook Feedback button in the Playbook

500

Who is the richest member of the Kardashian family?

Kylie Jenner

500

You receive an Inbound Phone Lead and Beth disconnects the call. You call back and get her voicemail. Which text do you send?

  • If no answer, text back using the "Text for Follow Up Day 1" template and customize where necessary

500

Beth texts in and says she has not heard from the agent we Live Transfered her to. What are your next steps?

SMS Process: 

  1. Apologize and say someone will be reaching out soon

  2. Note why you are reconnecting Beth

  3. Disposition Ready for Call 

  4. Call Beth


    1. If Beth answers, proceed to call Alan

    2. If Beth does not answer, leave voicemail ““Hi Beth, this is Alex calling from Brand. I’m calling to follow up on your text to get reconnected with Alan. His information is (Alan information). Feel free to give him a call directly to discuss your property search. Thank you and disposition Live Transfer 

  6. Use Smart FindAlan to call the previously found agent back


    1. If Alan doesn’t answer give Beth Alan’s contact information and disposition Live Transfer. 

             Note: You may only use Smart FindAlan retry do NOT trigger another FindAlan

500

Which Patriots quarterback is the best QB of all-time?

Tom Brady, obviously