Scripting/Objections
What does ALM stand for?
Appointment
Location
Motivation
What are the the 2 Zillow Metric standards?
ZHL
PCVR
Pick Up Rate
True or false?
Zillow Home Loans offers free appraisals?
TRUE!
True or False?
All communication for Zillow leads needs to be done through FUB?
TRUE!
What do your loops need to be labeled as in Dotloop?
Zillow-123 Main St
True or False?
When a client states they have an agent you can reject/trash them.
FALSE!
The term "Capacity" refers to what in Zillow?
Bonus!
How can you check to see if you're over capacity?
The target number of leads each agent receives over a rolling 30 days.
What is the best method of transfer for ZHL?
3 way text
and transfer through FUB
Whats the purpose of your smartlists in FUB?
Smart Lists are like saved searches of your database, highlighting the contacts you need to follow up with.
What is the first thing you need to enter in Zillow premire app when you change the status to "Under Contract?
Transaction Details!
What should you not ask clients prior to meeting them at the 1st showing?
Do they have an agent
To sign a buyers rep
45%+
True or False?
Zillow does not do land deals.
What are 3 things you need to do when clearing your smartlist?
Update stage
Update Time frame
Log communication with the lead
Where can you enter the lender and title information for compliance records.
The Background section of FUB or Under "People" in Dotloop
What is the best way to respond a client who just has specific questions about the property?
On the initial connection call, it is best practice to ask for the appointment, build rapport, and confidently let the customer know you'll follow up asap with answers to any property specific questions they might have. Focus on the person, not the property.
What is your CSTAT Goal?
90+
Who is our in House prefered lender for when Zillow can't do the deal?
Highlands Mortgage
What doesn't count as logged communication when clearing out your smart lists?
Drip Campaigns
Notes
Bulk Emails
What form do you need to upload into Dotloop for Zillow CDA's?
OTP form
True or False?
Agents should always pull up the property so they seem well informed on the clients inquiries when taking Zillow calls?
Bonus!
Whats a way you can add value to the appointment before wrapping up the call?
Where possible, focus on gathering the customer’s questions rather than answering them live, and assure them that you’ll have all of the answers to their questions at the time of the showing. You should feel empowered to answer a connection call without having the property information readily available.
Bonus!!
If the buyer just started their home search or isn't aware of other properties they might like, always offer to identify a few more homes for them. Asking about their location and motivation will give you great initial information to draw from. This step also showcases your proactive approach to delivering an excellent customer experience.
What is the description of your ZHL/Met With Rate Goal?
Bonus Points!
What is an eligable property for this metric?
ZHL pre-approval targets will be calculated based on the number of connections delivered anytime and first reached or passed “met with” status, multiplied by the 10% performance threshold.
Flex connections delivered anytime and first reached or passed “met with” status during the specified time window that are price points & property types ZHL services.
How do you spell our ZHL mangers last name?
Brzezinski
What does the Tool section in FUB do?
What document do you need to upload into Zillow to close out a Zillow deal?
CDA