Scenario . . . A customer has contacted you because of your advertising.  You want to arrange a face-to-face appointment.

Hi, this is [ your name ] with the [ your brokerage ]. How may I help you?

            I’m calling about the ad in the paper for 123 Maple Ave. I’d like to its price.

It’s listed for $560,000.  Is that in your price range?

            No, that’s a little higher than I wanted to spend.

OK. So what is your price range?

            About $500,000.

Is this the community where you would like to live?

            Yes.

This home has 4 bedrooms.  Is that the number of bedrooms you need?

            Yes.

How long have you been looking for a home?

            For about a month now.

Have you found any homes you’ve liked so far?

            No.

I’m so sorry.  That has to be terribly frustrating.  Are in a committed relationship with a REALTOR®?

If the customer says “Yes, I am already in a relationship with a Realtor®”, go to Who is that?

      If the customer says “No” or indicates they are not sure, go to Get the Appointment!

WHO IS THAT? 

If it is a family member, go to Thanksgiving Dinner

If not a family member ….  GREAT! 

Compliment the other agent if appropriate.  And, now, decide which track you want to follow:

·         Loyalty is Everything to Me

·         I’m Confused

THANKSGIVING DINNER … when a family member or friend is helping the customer

Yes … my sister

Oh. Your sister? Are you planning to have thanksgiving with your sister this year?

      Huh?

I mean, Would it be uncomfortable for you not to use her?

The reason I am asking is that I want you to have the most knowledgeable, competent, professional representation you deserve.  Does that seem reasonable?  (Customer usually says yes).

And, now, decide which track you want to follow:

·         Loyalty is Everything to Me à use this script when it is clear that, no matter what, the customer intends to use their relative or friend

·         I’m Confused à use this script when the customer is uncertain about their relative or friend

LOYALTY IS EVERTHING TO ME

The reason I asked is because loyalty is everything for me.  Here’s what I mean. 

If your current agent is providing you with the information you need and providing the advice and counsel you deserve, then I’d like to ask a gigantic favor of you.  I know it is weird for me to ask a favor when you don’t know who I am.  But, here it is!  I WANT you to buy a home with your real estate agent.  If an agent is working hard and well for you, he or she deserves to be compensated for those efforts.  That’s only way he or she will be paid.

Does that seem fair to you?  (Customer usually says yes) Now, the only thing I’m asking is to be your second choice.  If something changes, would you promise to call me so we can discuss how we can work together?  It is completely up to you.  You have my phone number.  Call me if something changes.  Does that seem fair? (Customer usually says yes)

Thank them for the call, end the conversation and say good bye nicely!

I’m CONFUSED

I don’t understand.  If you are happy with your current real estate agent, why are you looking for real estate information from other sources? I make sure MY clients are so well informed they don’t have to resort to additional sources to get the information they need and deserve.  (Customer usually says, “I just want all the information I get”.)

I understand.  And, yes, I get that you like to be well informed.  Look, you certainly don’t owe me anything.  And, you may not owe anything to the other real estate.  But, you do owe yourself the very best.  In this case the very best is to be fully informed.

Wouldn’t you agree that spending a few minutes with me to learn why I’m different and to understand how my service far exceeds that of most Realtors® would be beneficial to you achieving your real estate objectives? I’m not asking you to stop working with your current agent.  I just want you to consider how being fully informed can benefit and support you.  Is that OK? (Customer usually says yes).

Now, set up an appointment time.

GET THE APPOINTMENT!

I have appointments available days, evening, and some weekends.  Which would be best for you?

Now, bring the call to an end.

CONCLUSION

One last thing before you go, I have a home buyer packet that I’d like to send to you so when we meet you’ll know a little bit about me and the home buying process.  I’d like to get this in the mail today.  Could I please have your address?  Could you spell your name for me?  And, you’d better give me the best phone number to reach you, too!

By the way, there is some information in the back of the booklet that I’d like you to fill out prior to our meeting.

It was a real pleasure speaking with you and I look forward to our meeting on _______ at _______.

Oh, one last thing, you might have some questions between now and the time we meet. 

If you could just write those questions down.  We’ll be sure to go over them when we meet.