First Call
The acronym we use to structure our first call with a connection?
What is ALM?
"Oh I already have an agent"
"No problem, I don't want to step on any toes, but can I ask why you are reaching out on Zillow?"
This number or higher provides you with Best of Zillow Status.
What is: 90 or higher.
Your % goal is this when setting appointments
What is 67% minimum appointment rate or higher or 80% appointment rate.
When should you start a conversation about ZHL?
At the first showing OR if a client asks for pre-approval information.
What is setting an appointment.
"I won't be able to come to town to see this home for a month, I live out of state."
"I'm happy to do a virtual walkthrough with you, where I tour the home on video with you and walk you through it. If you like the home, we can talk next steps. Are there other homes in this area you're interested in?"
What 3 times is the CSAT survey sent over to the consumer?
24 hours, 15 days, 45 days.
This percentage of connections buy the first home they see.
What is < 1%.
For a transfer to be considered for ETR what must a customer do upon transfer?
What is: The customer must either have a conversation with a ZHL loan officer lasting more than 90 seconds or complete a soft credit pull.
ALM can be broken down in to these 3 words.
What is Appointment, Location, Motivation
Client met you for a showing, and has now ghosted you for 5+ days.
"Hey, I wanted to check in with you and see if plans have changed and if you're still searching for a home?"
The customer ranks the agent using what scaling system when asked: "How was your experience talking with this agent?"
5 smiley faces.
On average, how many days do connections take to get under contract.
What is 120 days
Alongside the ETR, there is a related metric called the ZHL Contact Rate - what is that secondary metric %?
What is: 60% of the transferred connections must successfully connect with ZHL.
Our main, and sometimes only, value to the connection before meeting is this.
What is a professional door opener.
When requesting the touring agreement the client says: "I'm not sure I'm ready to commit to working with you as my agent."
"The commitment we are asking for is non-exclusive and can be ended at any time. This is required for us to enter the home together. Of course I'd like to be the agent that hands you the keys in the driveway one day, but if you're ready to look at homes, this is our first step. While we look at the first home or two together, you can decide if I'm the right fit. How does that sound?"
If the consumer says they "plan to work with you" what activates?
What is: My agent is activated for a full year.
The HIGHEST conversion rates happen when you show a client 3 different homes within this many hours.
What is 72 hours.
What are the names and phone numbers of your loan officers with ZHL?
After setting the appointment, what other two questions should you ask?
What is "Are there any other homes you'd like to see?" AND "Can you tell me what you liked about this home so I can search others for you that are similar?"
"I'm going to hold off due to these interest rates"
"We cannot predict how interest rates will fluctuate, but there will be more competition with lower rates. I'm just curious, what got you thinking about moving in the first place?"
What is the best way to ask for a good survey score?
Oh by the way - Zillow is going to be sending you a survey after this call, if you wouldn't mind giving me 5 smiley faces and checking that you plan to work with me I'd really appreciate it.
"Benjamin Franklin Effect - increases your likeability"
The target % for a "High performer" conversion rate for connection allocation is this?
What is 5%
What does a strong pitch look like for transferring a consumer to ZHL?
"We've got an awesome partner in Zillow Home Loans and they pay the appraisal fee for people who use their services so I can definitely help you save money, can I have them reach out to you?"