Text Validation
If we validate Beth over text and she stops responding, how long can we leave the case in our tray?
10 minutes
You call Beth on a follow up touch 1 tour case and she answers. What do you say?
This is Alex from BRAND on a recorded line for quality purposes. I got your request to tour NUMBER STREET in CITY and wanted to follow up.
What is the script to greet alan?
Hi, this is REP NAME from the Premier Agent team. I have a buyer named BETH who would like to schedule a tour of a ADDRESS at TIME. Are youavailable to take BETH on this tour?
Beth needs to reschedule a tour. She's not validated. What do you do?
Change tour request time in Pearl. Continue to validate
Why can't you stay this: "If a large yard is important, you might want to look out of the city"
Cannot evaluate or recommend homes
If we leave a case in our tray for 10 minutes and Beth does not respond to our validation attempt, what is the disposition?
Ready for call
What are the two validating questions to ask Beth over the phone when you call her?
Name? Buy?
Who does the system call when we automate a tour case?
Only Alan
What are the steps you take if Beth indicated that she is no longer interested in her tour over text?
Push for live transfer, disposition not interested.
What is the script when Beth says: "Who is this?"
This is Alex from ZILLOW following up on your tour request. My goal is to set up your tour with a local real estate agent who can show you the home and answer any questions that you have.
What is the script you would send to reschedule Beth's tour if the time has passed or it is in less than 2 hours?
I noticed your tour time is approaching soon and I want to make sure we are able to get a tour lined up. Is there a time today between (2 hours out)-7 pm that would work for a tour?
After Beth is validated over the phone, what is the script to conclude the conversation with her?
Great, that's all I need from you! If you could please give me a few minutes, I'll hang up so that I can line up a buyer's agent to show you the home. Once I've done so I'll text and email you with all the details.
What does LTA fails mean for a tour case?
No Alan accepted the tour
Beth calls us and wants to talk to Alan before the tour. What do you do and how do you disposition?
Complete a live transfer. Disposition as tour
"This property has a lot of flooding, make sure you get insurance" Is this legal activity or not legal?
Not legal
What 3 instances would you reschedule a tour?
Beth needs to reschedule, beth's tour time has passed, beth's tour time is in less than 2 hours.
Beth does not answer on a touch 2 follow up, what do you do?
Leave voicemail, send text
You receive a case where find Alan has failed once. What do you do?
Beth says she has an agent AFTER we made the tour connection. You respond to her with the proper scripts and disposition ready for call. You get the call case. After calling Alan, how do you disposition the case? And why?
Selected lead. We want to keep the win disposition for tracking purposes We don't dispo as tour because Pearl will automate another text to Beth with tour info after she was cancelling.
What information do you need to send to your manager to escalate a tour case?
Case ID and description of why you are escalating
What 5 situations disqualify Beth from providing a commissionable opportunity for Alan?
Agent to agent, bad contact info, renter, not interested (has agent), not interested
Beth does not answer on a follow up touch 4, what do you do?
leave voicemail, no text
Find Alan fails twice, what do we do before submitting a selected lead?
Hard dial agents to confirm that they will take the tour, then submit Beth's information.
Beth tells us she wants to reschedule her tour after we have set up an agent for her. What do you do?
Change tour time in Pearl, set ready for call or call alan to let him know. Disposition as tour.
alan does not show up, and doesn't work with Beth unless she is pre-approved, alan won't take the lead because we did not confirm if she has an agent.