Real Estate Call Capture Script
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Hello, this is John Smith and this is just a customer service follow-up call. We saw that you recently accessed our toll-free information line about Extension Description and I just wanted to get you some more information out on this property (or send you out the property brochure).
Stating that this is a customer service will place the caller at ease that this is not a pushy sales call. Be sure to provide the property address; this will remind them of the call that they had just placed and assure them that it is not a cold call. If this is an attempt on a different day, say “we saw that you called into our toll-free information line last night (or this weekend)” to help jog their memory.
Do not ask them if they received all the information they were looking for or if you can send them information. This gives the caller two easy ways to opt out. Keep the attitude that you are going to send them the information they are looking for.
Great, I would like to forward you pictures and pricing information along with all of the property details. May I have your mailing or email address, which ever one is easier for you?
Immediately ask for the information to be emailed or mailed to them. It actually gives them an easy out, thinking they may not have to answer any direct questions or speak with anyone at length about the property, but they will still be able to receive the information in which they are interested.
Fantastic, I would also like to send some additional information on similar listings in this area. If I could get an idea of what you are looking for in your new home, we could put together a list of properties that might fit your needs. How many bedrooms and bathrooms are you looking for?
This is an easy way to get the caller talking about what they are looking for in their new home. If they are not open to this line of questioning, try a softball question like “Okay, how long have you been in the market for a new home?”
Okay, what areas of town would you like to live in?
You should have already obtained the amount of bedrooms they are looking for. If this number is 3+, there is a good chance they already have kids and it is a great time to add “or a particular school district you would like to stay in?”
And is there anything in particular you need in your new home or special amenities, especially in terms of the yard or would you like a pool?
Try to let them speak freely at this point. Often they will answer all of your questions without you having to prompt them. Also, they could give out other details once they start talking about the home. Pay particular attention, since they could mention that they currently own or talk about searching with their buyer’s agent at this point.
Great, just so we can narrow the search down could you please give me a rough estimate of the price range you are looking for?
Occasionally people are hesitant to talk about price range and financing, but by moving this question to the end of the qualifying you should have built a certain amount of comfortableness in the conversation and they should be open to answering all of your questions.
Excellent at this point are you just driving around looking at properties and searching on the internet?
The purpose of this question is to find out if they are currently working with a real estate agent during their home search. At this point you should have a fairly good idea of where they are and whether they have any assistance. Try to never come right out and ask the caller if they are working with an agent. Too often they will simply answer “yes” when it is not the case.
Are you currently leasing the property where you live?
- If YES- How long do you have left on your lease?
- If NO- Do you need to sell your current home before you move?
This question serves two purposes, finding out the person’s motivation to move and uncovering potential listing opportunities.
I certainly appreciate your time and at this point I would like to spend a little time and try and find some homes which fit your particular needs. I will then send them over so that you can take a look at what’s available in the area. Of course, all of my contact information will be included, so if you have any questions or would like to view any of these properties please let me know.
Thanks and again my name is John Smith with XYZ Realty and if you have any questions, please contact me at XXX-XXX-XXXX.
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