Own It
Case shows customer eligible for both Premier Agent (PA) and Opendoor (OD). Sebastian (“Seb”) says they’re mainly interested in PA. The SC/SCS verifies there’s no listing agreement and completes a Live Transfer to the agent.
Did they pitch all products and services per SOP?
No — they did not. The scorecard expects the rep to inform Seb of all available selling options and provide value props, pitch Showcase, and offer the connection when applicable
On a licensed call, the SC says “I’ll connect you with an agent now,” puts Seb on hold, merges the call, and ends without explaining what would happen on hold, promising an intro, or setting any follow‑up expectations.
Did they set the stage by properly explaining next steps?
No — they failed to set expectations for the hold/transfer and follow‑up.
After learning that Sebastian has signed a listing agreement or that their home is already listed, the SC/SCS Specialist still pitched or connected them to a Partner Agent or Opendoor. Is this a compliance violation?
Yes this is a Sign Crossing violation.
Tomorrow afternoon works.” The SC/SCS asks, “What time is good for you?” and closes the task without proposing a time or sending a confirmation SMS.
Did they follow SOP for scheduling Seb’s call/connection?
No — they did not follow SOP”? The SC/SCS must proactively set expectations for follow-up timing and use the prescribed scripts, including sending the appropriate confirmation SMS when a call time is scheduled
The SC opens with “Hi, is this Sebastian?” and immediately starts discussing options without stating their name, affiliation with Zillow, or that the call is recorded.
Did they provide a proper introduction?
No — per SOP, they must identify themselves and Zillow, confirm who they’re speaking with, and note the recorded line before proceeding.
During a Connect task, the call with Sebastian drops. The SC/SCS ends the case without calling back or attempting any next step. Was this customer serviced appropriately?
No the SC/SCS should have called back the Seb, sent an SMS letting them know we tried to call back and will call again in 30 minutes. Set call later as disposition.
In Pearl, Seb is eligible for both PA and OD. After pitching both and confirming Seb prefers PA, the SC completes a Live Transfer. They then: add clear Internal Notes (selling intent, timeline, unique info like “prefers text,” what was pitched — PA, Showcase pitched, OD informed and declined), add concise Agent Notes (Seb’s timeline/goals, Showcase pitched status, OD declined), apply required tags, and send the appropriate follow‑up email that matches the conversation and next steps.
Did they enter necessary information into Pearl per SOP?
Yes — they entered all necessary notes, tags, and follow‑up communication per SOP.
The SC greets Seb by name, notes the recorded line, uses clear non‑jargon language, acknowledges Seb’s concern, sets expectations for what happens next, checks for questions, and closes with thanks.
Did they provide a 6‑star experience?
Yes — that meets the 6‑star communication and professionalism expectations.
The SC/SCS greets Sebastian by name, uses courteous language, and checks in when placing them on hold. They answer Sebastian’s direct question promptly. They send a clear, error-free SMS confirming next steps.
Under Remain Polite and Professional, did they follow SOP?
Yes
After greeting, Seb says, “We’re thinking about selling soon.” The SC/SCS immediately pitches Premier Agent vs. Opendoor and moves to connect Seb to an agent without asking any open‑ended discovery question to identify selling goals (e.g., price vs. timeline vs. effort) or confirming needs.
Did they ask appropriate discovery questions or confirm necessary information?
No — they did not ask/confirm per SOP”? In the licensed workflow, the SC must ask at least one open‑ended discovery question to identify Seb’s selling goals; in the unlicensed workflow, they should confirm Seb’s selling timeline. Skipping this step is a miss for this scorecard item.
Seb asks, “What’s the MLS and how does listing actually work?” The SC replies with internal jargon and incorrectly describes MLS as “Zillow’s internal listing system,” then rushes to a transfer without giving a clear, accurate explanation.
Did they demonstrate subject matter expertise?
No — subject matter expertise requires accurate, SOP‑aligned explanations in plain language, avoiding jargon or incorrect claims.
On a phone call, the SC/SCS discloses the recording within the first minute as required. They also refer to the agent as a “partner agent,” avoiding any implication the agent works for Zillow. Under “Compliance,” did they follow the correct SOP?
Yes
That cash offer seems low.” The SC recognizes the concern, explains what affects the offer and the next step, then offers to proceed or connect to an agent for a list‑to‑sell path.
Did they attempt to overcome objections per SOP?
Yes they address the objection and offered a clear next step before proceeding.
Connect task. The SC calls Seb within a few minutes, uses Seb’s name, keeps the conversation on track, narrates any short holds to avoid dead air, recaps key points, and asks if Seb has questions before next steps.
Did they demonstrate active engagement and readiness?
Yes — they stayed engaged, minimized dead air, and kept the interaction focused on the goal.
Sebastian confirms their home is already listed under a signed agreement, and the SC/SCS still pitches or connects them to a partner agent. Under Compliance, did they follow SOP?
No