Somebody on another blog said they liked my internet buyer lead / IVR Lead call - so am sharing here on it's own thread.
I call what I do - "WORKING THE NIBBLE" because that is how you eat an elephant - one bite at a time.... IF you go for the big close, you lose the war. But when a buyer calls, I start with SAFE LITTLE QUESTIONS to get a conversation going... build rapport, then graduate to the last few questions that will attempt to qualify and close for a face... One Bite At a Time...
INTERNET LEADS: Internet leads are skittish, and most are not ready to meet an agent or see a house. But some are. You have to find out which ones.... and incubate the rest.
IVR LEADS: These are the calls to my toll free recordings about each house. The ones that are not brave enough to press 7 to speak with an agent on call... They are not the best leads, but some are just shy and will respond favorably if I call them as follows.
I have learned in recent months from a Proquest type model to play this call from a quality control standpoint. Most people are DELIGHTED to receive a call from a business that asks if they had a good experience.... The script I use has "customer service qualities", and finishes with a survey of "warm up questions" to measure motivation and ability. This builds enough rapport to get agreement for a survey.... (WE ARE WORKING THE NIBBLE, REMEMBER!).
If you can keep the caller on the phone for 30 seconds, with simple questions, the prospect will usually answer the tougher ones and finally, "The BIG TWO"... "Do you have your own agent yet?", and "Have you spoken to a lender yet?"
THE OUTBOUND INTERNET LEAD OR IVR LEAD BUYER CALL
Hi, I am calling with a quality control survey from the American Dream Team at RE/MAX Masters.... The reason I am calling is because your (email and phone number were given in a recent web site registration) - (or your phone number was left during a recent call).
- Are you the person who (used the web site) - (or listened to a recording about a house)?
- Did the (web site) - (or toll free recorded info) provide all the information you needed?
- Was the experience satisfactory and helpful? (take notes if not - and thank them for sharing)
- Did you find a house you would like to know more about?
- As long as we are talking, would you mind helping me with a few short survey questions?
- Have you been looking for very long?
- Seen many houses yet? Like Any?
- Is there an area you prefer?
- If you could wave a magic wand and move when you want to, when would you like to move?
- How did you determine the right price range for your house hunt?
- If I could help you find a lender with the best terms and lowest payments, would that be helpful?
- Do you have a house to sell before you can move? (IF YES - Is it listed yet ?) (IF NO - need free CMA?)
- Do you have your own Realtor yet?
- Did you know that you only need one realtor in order to get information about any house for sale by any agent?
- Are you aware of the benefits of having your own Realtor, such as getting a better deal, or better terms than the seller's agent will give you?
- If I could help you find your dream house, and get the best price possible, would that be helpful?
### (if buyer is serious, I ask more questions right here - see below)
- It sounds like we should have a planning meeting to make sure I can do a good job for you. What I recommend is that we meet in my office for a few minutes and discuss your needs in your next home - so that I can recommend the best ones that are available. Do you know where my office is? Give directions....
- I have some time on Tuesday or Thursday - which is better? Morning or afternoon? Great - I will see you then!
OPTING OUT - PARTING THOUGHTS:
At any time that they want OUT of that call, I thank them for calling, wish them a nice day and try to fast forward to the end... "Thanks for visiting (or calling), I enjoyed meeting you over the phone like this. I wish you the best with your plans, and hope you know you can call me back if you have questions about any other house for sale by any other agent, I would be glad to help... and it works better for you if you have one friendly person to talk to instead of a dozen different realtors.... : )
### OPTING IN - CLOSE FOR A FACE
If at any time during this survey stage it becomes clear that the lead is a real buyer, then the tone changes to a stronger, more personal, more helpful tone... I push in more, probe for motivation and desires.
How many people will live in this house (family size)? What makes you want to move? What style of home would you like(two story, ranch, cape cod, tudor, bungalow)? Beds? Baths? Basement? Fenced Yard? Would it be helpful to be near your work or other family members? Any special considerations for schools or children's needs? (close for meeting)
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