CXN - Beth Scenarios
What script should be used if Beth says, “Email is the best way to reach me”?
The Email Preferred script.
What should you check first when determining how to handle a lead with multiple LTA fails?
Look at the case history, determine the number of fails (both LTAF and FAF) on the current lead inquiry.
If Beth says they're available now, and the CS is in the process of validating, but Beth stops responding for 10 minutes, which disposition should the CS use?
Ready for call
Beth indicates on the buying timeline that they are looking to buy in 12+ months. What actions is the CS expected to do?
The CS should ask the buying question to confirm if Beth is interested in buying and then disposition the case based on Beth’s availability.
What does the "R" in the ART method stand for when handling objections?
A) Respond
B) Reason to Continue
C) Reassure
D) Repeat
Correct Answer: B
"R" stands for Reason to Continue, which involves giving Beth a reason to move forward by addressing skepticism, misunderstandings, or refocusing the conversation.
What should you do if Beth continues to request email communication after receiving our pushback?
Text Beth the Email Only script.
Add Internal and Agent Note: Email Only.
Disposition the case as Automated Directed Lead.
If there is only 1 LTA failure on the case, what should the CS do?
Follow normal SOP and disposition ALT.
When CS should you use the “Unresponsive” disposition?
When Beth hasn’t responded, and no call time is set.
If Beth isn’t free now but suggests a time to the agent, what should the CS do to begin the validation process?
A. Disposition the case as Unresponsive.
B. Wait 15 minutes, then schedule the call without confirmation.
C. Send Beth a message confirming the call time, plus asking the buying question, then wait up to 9 minutes for a response.
D. Immediately schedule the call and mark the buying question "Yes," assuming Beth is a buyer.
Correct Answer: C. Send Beth a message confirming the call time and asking the validation question, then wait up to 9 minutes for a response.
If no response, the CS should disposition as "Call Later". MBP agents will then confirm the buying question.
True or False:
If a customer asks, "Are you the listing agent?" and does not respond further, the case should be marked as Not Interested.
Correct Answer: False
The case should be marked as Unresponsive, not Not Interested, because the customer didn’t say they weren’t interested—they were just asking who they were speaking with.
What should the CS do if there are more than 5 minutes until the appointment?
Schedule Call Later.
If there are more than 2 fails on a new lead request, how should the CS treat the case?
Treat it as LTAFx1
What sub-disposition should you select if Beth is no longer interested in a property because it's pending or doesn’t meet her needs?
Not interested- Not interested Property
Q: When Beth asks about renting, what should the CS do to properly follow the validation process?
A. Assume Beth only wants to rent and disposition as Renter-other.
B. Directly offer a local buyer’s agent without clarifying Beth's interest.
C. Use the Rent or Rent to Own script to ask if Beth is open to buying vs. renting.
D. Mark the case as Not interested.
Correct Answer: C. Use the Rent or Rent to Own script to ask if Beth is open to buying vs. renting.
True or False:
If someone says they are an agent with clients interested in a showing, the case should be marked as Unresponsive.
Correct Answer: False
The correct disposition is Agent to Agent, since the message is coming from an agent, and they should be informed that they’ve reached a buyer’s agent and directed to the “Listed BY” section for the seller’s agent.
Where can reps find more guidance on handling Beth’s unavailability due to everyday events?
In CXN - The Happy Path Call Time Chart.
When the banner shows “FindAlan failed”, what two steps should the CS take?
Use the Directed Lead script.
Disposition as Automated Directed Lead.
The CS dispositioned a case as Stop Follow-up. What must the CS do right before that?
Toggle SMS Opt-In to OFF
Your agent received a new lead — but wait! It’s an active case, and the radio button is already marked (Beth self-validated).
Should the buying question still be asked?
Nope! Since you're already in the mid of an active case, and the radio button is ON, Beth has already confirmed they're a buyer.
What should you do if Beth says, “I clicked the button on accident”?
A) Mark her as Unresponsive and move on
B) Apologize and end the conversation
C) Acknowledge the accident and ask if she's interested in any other properties
D) Connect her to the listing agent immediately
Correct Answer: C
You should acknowledge that it was an accident, but still ask Beth if there are any other properties she’s interested in.
True or False: CS can always automate a call regardless of how much time is left before Beth's appointment.
False — automation is only allowed if there are 5 minutes or less remaining, or if Beth indicates availability .
What internal note should the CS add if there are more than 2 LTA fails on the lead?
CS must add the internal note:
“LTAFailsxNUMBER OF FAILS, new lead, treating as ltafx1”
Treat the case as LTAFx1
Beth is interested but gives a non-working number. What’s the correct action and disposition?
Use Automated directed lead
What is the order of Validation on an SMS lead?
Beths availability
Beth’s Name
Followed by the BUYING QUESTION
What is the key difference between an objection and a disqualification, according to the guidelines for Connection Specialists?
A) Objections are when the customer is rude, while disqualifications are when the customer hangs up.
B) Objections involve the customer pushing back or needing more information, while disqualifications mean there is no commissionable opportunity.
C) Objections lead to immediate connection, while disqualifications delay the process.
D) Objections are ignored, but disqualifications are followed up on.
Correct Answer B: Objections involve the customer (Beth) wanting more information or pushing back, while disqualifications mean the customer does not provide a commissionable opportunity for Alan