Training guide for new Inside Sales Agent for real estate company

1. Training
Guide
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ISA

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We are excited to have you as a
part of our team.
The following is an overview of
the responsibilities of the Inside
Sales Agent position as well as
how our system structure is set
up.
Introduction
Continue
Introduction
Responsibilities of ISA
The System Structure
Scheduling
Objections
Drip Campaigns
The Script Structure
Conclusion

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• Insides Sales Agents (ISA)
help to manage all aspects
of leads.
Overview
Continue
• ISA’s ensure appointments
are followed up by Outside
Sales Agents (OSA)
• ISA’s transfer leads from
OSA’s who aren’t on top of
their leads to other Agents
• ISA’s will terminate Agents
from our lead system
• ISA’s do not sell real estate.
That is for the licensed
Agents

4. The most important part of the Inside Sales Agent
position is following up with the leads we receive via
our various generation systems.
Continue

5. Continue
We position ourselves as real estate professionals,
who while using our unique programs, assist our
clients in making the best real estate decisions.

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Continue
All phone calls are strategic.
Never place a follow-up call to
simply ask the prospect, “Are
you ready to buy/list now?”
This is not a follow-up call; this
is an annoying telemarketer’s
call. Your role is to nurture
these leads along until they are
ready to book an appointment
for a comparative market
analysis (CMA), or a buyer’s
appointment (BAA).
The System
Structure

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The System
Structure
Everything we do is through a
system.

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All follow up phone calls, no matter where the lead has originated, will be integrated
into SuccessWebsite
SuccessWebsite

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Locate MyLeads on the SuccessWebsite’s home screen, then drop down and
select Leads
SuccessWebsite

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Allows you to
enter notes about
the lead & the
phone call
Allows you to
set up the lead
on an email
plan
Allows you to edit
the BUYER profile
Allows you to edit
the SELLER profile
Gives you scripts
and lets you adjust
timeline
c
All Success leads
will automatically
show in the lead
pipeline.
SuccessWebsite
lets you enter
notes, set up
email lead plans,
edit the Buyer or
Seller’s profile and
gives you scripts
that integrate with
the follow up
timeline
SuccessWebsite

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Continue
Tracking your leads is
extremely important.
Everything will be scheduled.
Whether it is when you will be
returning a follow up phone
call or converting the lead to
an appointment.
Scheduling

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Scheduling
• Scheduling follow up phone
calls will occur in
SuccessWebsite
• Scheduling face-to-face
appointments need to be
scheduled through the
google calendar

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Scheduling
Once you convert a lead to an
appointment and entered into
google calendar you will send
a text notification to the OSA.
Always include a date, time
and location of the
appointment (if it is a seller)
Buyer appointments will
almost always be scheduled in
the office.

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Scheduling face-to-face appointments in google calendar and then send
appointment details via text to OSA
Google Calendar

15. Continue
The Universal Call Back Script will
be your most utilized tool.

16. Continue
INTRO:
Is Mr. or Mrs. _______there? (Always ask specifically for the person that left the
message.)
Hi Mr. (Mrs.) ______, this is {{Agent Name}} with {{Company Name}}, and the reason
I’m calling is because I received your request for the information you wanted and
I’ve sent it out to you. Is that okay?
Success Website Seller Script

17. Continue
ESTABLISH MOTIVATION & TIMING:
1. Are you folks planning on making a move in the next 3-6 months? (If longer than 6
months, refer to Market Watch script , and then go to question 2)
2. If you were to move, would you be staying in the area or moving out of the area?
3. And when do you think that might be?
4. Do you have a realtor to help you when the time is right?
5. Would you prefer to buy before listing your home, or do you want to sell first??
6. (For longer term prospects): Would it be okay if I followed up with you at a later
time? (If yes): And when do you think would be a good time for me to call you back?
continued
Success Website Seller Script

18. Continue
“SELL FIRST”: CMA OFFER
Would you like a free market evaluation to determine what your home would sell for? Also, I
can give you tips on what to do and what not to do to sell your home for the most amount of
money, and we can go over all the various closing costs you will incur so you will know exactly
what you’ll have left in your pocket after all expenses.
It’s FREE of charge and obligates you to nothing. Does that sound helpful? When’s a good time
to get together -- days or evenings?
continued
Success Website Seller Script

19. Continue
“BUY FIRST”: HOMEHUNTER SERVICE
Would you like me to email you daily updates of homes that match your home-
buying criteria from all Real Estate companies? Our list includes any Bank
Foreclosures, Company Owned Properties or other Distress Sales. It’s a free service
and of course, you are never obligated to buy a home. Would that interest
you? {{Prospect usually says yes}}
When can we get together for about 20 minutes so I can take down exactly what
you’re looking for? {{If prospect says “I can tell you over the phone what I’m looking
for”, say the following}}
Well, rather than email you hundreds of homes which may or may not match your
criteria, or risk missing out on the perfect one, if we can get together for about 20
minutes, I can take down exactly what you’re looking for.
continued
Success Website Seller Script

20. Continue
MARKET WATCH NEWSLETTER
Would you like to receive my free monthly newsletter to keep you in touch with
what’s happening in the marketplace? back to question 2
continued
Success Website Seller Script

21. Continue
INTRO:
Is Mr. or Mrs. _______there? (Always ask specifically for the person that left the
message.)
Hi Mr. (Mrs.) ______, this is {{Agent Name}} with {{Company Name}}, and the reason
I’m calling is because I received your request for the information you wanted and
I’ve sent it out to you. Is that okay?
Success Website Buyer Script

22. Continue
ESTABLISH MOTIVATION & TIMING:
1. Are you folks planning on making a move in the next 3-6 months? (If longer than 6
months, refer to Market Watch script at bottom , and then go to question 2)
2. Do you currently rent, or do you own your own home? (If Rent: Go to question 3)
3. Are you planning on staying in the area or moving out of the area?
4. If you were to move, when do you think that might be?
5. Do you have a realtor to help you when the time is right?
6. (For longer term prospects): Would it be okay if I followed up with you at a later
time? (If yes): And when do you think would be a good time for me to call you back?
continued
Success Website Buyer Script

23. Continue
“BUY FIRST”: HOMEHUNTER SERVICE
Would you like me to email you daily updates of homes that match your home-
buying criteria from all Real Estate companies? Our list includes any Bank
Foreclosures, Company Owned Properties or other Distress Sales. It’s a free service
and of course, you are never obligated to buy a home. Would that interest
you? {{Prospect usually says yes}}
When can we get together for about 20 minutes so I can take down exactly what
you’re looking for? {{If prospect says “I can tell you over the phone what I’m looking
for”, say the following}}
Well, rather than email you hundreds of homes which may or may not match your
criteria, or risk missing out on the perfect one, if we can get together for about 20
minutes, I can take down exactly what you’re looking for.
continued
Success Website Buyer Script

24. Continue
“SELL FIRST”: CMA OFFER
Would you like a free market evaluation to determine what your home would sell
for? Also, I can give you tips on what to do and what not to do to sell your home for
the most amount of money, and we can go over all the various closing costs you will
incur so you will know exactly what you’ll have left in your pocket after all expenses.
It’s FREE of charge and obligates you to nothing. Does that sound helpful? When’s a
good time to get together -- days or evenings?
continued
Success Website Buyer Script

25. Continue
MARKET WATCH NEWSLETTER
Would you like to receive my free monthly newsletter to keep you in touch with
what’s happening in the marketplace? back to question 2
continued
Success Website Buyer Script

26. Continue
You will keep an aid by your side in the beginning, but eventually
you will know the scripts well enough it will all come as second
nature.
The following is an example of the script aid.

27. “When would be a
convenient time to get
together?”
Still Declines
“Okay, good luck to you. Have a good day.”
YES
“Would you like me to email you
daily updates of homes that match your home-buying criteria
from all Real Estate companies? Our list includes Bank
Foreclosures, Company Owned Properties or other distress
sales. It’s a free service and of course, you are never obligated
to buy a home. Would that interest you?”
NO
GREETING: Is Mr. or Mrs. Smith there? (Always ask specifically for the person that requested the information).
“Hi Mr.(Mrs.) Smith, this is < > with May Team Realtors, and the reason I’m calling is because we received your request for the information you
wanted and I’ve sent it out to you. Is that okay?”
(establish motivation & timing):
“Are you folks planning on making a
move in the next 3-6 months? “
YES
“Do you currently rent, or do you own
your own home?”
3-6 months
“If you were to move, when do you think
that might be?”
“Would you like to receive our free monthly newsletter to
keep you in touch with what’s happening in the
marketplace?”
NO
6+
Collect Buyer’s Information and Enter Follow Up Plan
YES“Do you
have a
realtor to
help you
when the
time is
right?”
YES
NO
“are you 100% committed to that agent?”
“By meeting I can get a feel for what’s important to
you and what’s not. After that I would be happy to
send you listings of everything new that comes on
the market that fits your description. Are days or
evening best for you?”
Can’t you
just send me
some
information/li
stings?
YES
Collect Buyer’s Information, Schedule Appointment and Enter Follow Up PlanReady To Schedule
Decides to ScheduleObjections
PROCEED TO NEXT CALL
PROCEEDTONEXTCALL

28. c
When following the scripts,
you will be able to gauge the
lead’s level of motivation and
timing from the answers they
provide.
Continue
The Script
Structure

29. c
Continue
The Script
Structure
These new leads are classified
as warm leads. They are NOT
COLD LEADS. They have
contacted us, and are
presumably thinking of buying
or selling real estate, as this is
the nature of the ad to which
they responded

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Continue
The Script
Structure
There will be a certain
percentage of these new leads
that you will be able to convert
to an appointment on the first
follow-up call, however, the
majority of these new leads
will require more than one
follow-up call before you are
able to convert them to an
appointment.

31. c
Many of the leads are bad
information.
Some will not speak English.
Many will not be interested in
speaking with you.
Don’t be discouraged. This is
the nature of the business
Continue
The Script
Structure

32. c
Most importantly
Always stick to the script
There will be a response to
every objection. Once you
know these you will be able to
convert more leads into clients.
Continue
The Script
Structure

33. c
Objection1: I am only interested in this one property
Objection 2: Can’t you just email me the listings?
Objection 3: My schedule is just too busy
There is a response to ever buyer
objection. Select a common
objection to discover the best
response to give.
Objection 4: We want to save more money before looking
Buyer
Objections

34. RESPONSE: I’d be happy to arrange for you to see it, have you
already squared away your financing? The owners have
requested that we not show the property to anyone unless they
have been pre-approved. Could you fax or email me a copy of
your pre-approval certificate to our office? Or, when can we get
together so I can help you with starting the financing process
at the same time I’d be happy to print out all of the listing that
meet your criteria.
Objection1:
I am only interested in that
one property
Continue

35. Continue
RESPONSE: “Let me tell you more about the property. It’s a 2
bedroom, 1 bath with a fully finished basement” (This diminishes
their urgency on wanting to see the home immediately).
“Have you driven by the property?” “Would you be interested in
seeing any other homes in the area that are also for sale?”
Or

36. Continue
RESPONSE: “I’m happy to arrange for you to see the property,
but for security purposes we need to meet at our office first.
While you are here I can print out everything else that is on the
market based on your criteria”
(PAUSE… if they are still objective or non responsive continue
with)
“Let me ask you, assuming that the property meets your needs,
were you planning on making an offer today? I’m asking
I want to make sure I leave enough time in my schedule for you
to write the offer.”
Or

37. Objection 2:
Can’t you just email me the
listings?
Continue
RESPONSE: “I’d be happy to email you
some listings and I also want to do a
great job for you. So rather than send
you hundred of listings that may or
may not interest you, why don’t we
get together so we can review what
you like and don’t like in a home. At
the same time you can get a better
feel for whether we are the real estate
team you want to work with.”

38. Objection 3:
My schedule is just too busy
Continue
RESPONSE: “I can certainly understand you are busy and your time
is valuable. It won’t require a lot of your time. It’ll just take a few
minutes initially for me to get an idea of what you like and don’t
like, then I can give you all of the listings that match your criteria
and after that I’d be happy to email you all of the new listings the
moment they hit the market. Is there a day this week you could
drop by for about 15-30 minutes? (If no) “How about this
weekend?”

39. Continue
RESPONSE: “This will actually save
you time. Instead of doing what
you are currently doing, scouring
the internet on a daily basis
looking for new listings on
websites that are not up to date,
our computer system will do that
for you. All we have to do is get
you entered. What day is best for
you?”
Or

40. Objection 4:
We are waiting to save more money
Continue
RESPONSE: “How much more were you
hoping to save? About how long will it
take you? Unfortunately, any additional
savings on your part could be offset by a
rise in the interest rates. Were you aware
that a 1% rise in the interest rates would
reduce your purchasing power by
approximately $14,000? We have access
to many financing programs where you
can purchase a home with very little or
no money down. How about we get
together and see which program that’s
best for you, while at the same time
keeping you in a price range that is still
comfortable for you?”

41. c
Objection: Can’t you just email me the value of my home?
Responding to seller objections
will be almost identical to buyer
objections. Additionally, most
sellers will also be buyers. The
most common, independent
objection sellers will have is
asking for the value of their
home to be given to them over
the phone or via email
Seller
Objections

42. Can’t you just email me the
value of my home?
Continue
RESPONSE: “In order for us to get a
really good idea of what you can
expect your home to sale for based on
area sales we would need to see the
home in person. We also will be able to
give some tips on what to do and more
importantly what not to do to make
the most amount of money when you
get ready to sell. This is a free service
we provide area home owners and you
are not obligated to list your home.
When would be a good time to
schedule?

43. Continue
Few prospects will be ready to buy or sell within the next 3 months.
Therefore, the ISA will be responsible for following up with leads in our
systems who have expressed interest in buying or selling in the past.
There are drip campaigns.
Drip Campaigns

44. c
Always call 1 week after initial contact
The best drip ever:
“Just checking in, making sure you are getting my listing
updates. If you have any questions or would like to see any
properties, don’t hesitate to ask.”
Most commonly used follow-up time frames
If buying in 1 month, call weekly
Drip Campaigns
If buying in 3 months, call 1x a month
If buying in 6 months, call every 6 weeks
If buying in 12 months, call every 2 weeks
Continue

45. c
Remember, lead conversion is a
mindset
Conclusion
Continue
We understand this is a lot of
information to take in at one
time. Don’t worry! We have
coaches who are going to help
you along the way.