This deck cover the essential points that needs to be considered for better customer service or a Real Estate Brand. Right from calling the prospect, emailing them the detail, to the follow ups.

1. Social Customer Service for a Real Estate Brand
How it should be done!

2. The brief
Social Customer Care
It’s imperative to have a
consistent
“tone of voice”
across all customer care
touch-points

3. Conversation pattern # 1 – When the Brand Calls Customers
Users look at Google Ads and Facebook Ads, give the leads (contact information) if interested and
get a call back from brand’s customer care.

4. Conversation pattern # 2 – Customers calls the Brand
Users look at social content, Google Ads and Facebook Ads, visit the landing page and decide to
give a call to customer care themselves.

5. Two crucial points to start with
Customer care should know what the brand Stands for –
They should have a thorough knowledge of the property, location, amenities but should sell
the core first – The USP of the brand.
Customer care should know their prospect –
The target is not a first-time or budget-oriented home buyers. They are talking to prospect
who is already living a luxurious life but is missing the soulful living experience. (in case the
brand is into luxury real estate)

6. Suggestions - When the prospect calls
• Have a TOLL FREE – 1800 000 000 number.
• Automated voice greeting the customer before the line is transferred
• Sample VO – “Welcome to XYZ Builders . Please hold while we transfer the line to our
“Relationship Manager”. Followed by soothing music.
• SMS follow up followed by a well-structured email with a link to the respective property

7. Sample call script
Start the call –
“Hi Good evening, I’m Amit Kumar and I’m the Relationship Manager from XYZ Builders.
How are you this evening? (wait for their response)
GREAT! I hope I caught you at a good time. This will be a brief about the soulful and
luxury living experience that XYZ Builders offers.”
We came to know that you are interested in our property. That’s a great property to
choose. Are you looking at Villas specifically because we also have luxury apartment.
Close the call -
Thank you for your time. You will get an SMS with my contact details should you need any
further information, anytime. In the meantime, I will send the property details to your
mail id. Looking forward to taking you through our model villa very soon.
Thank you and have good day!
The script will also cover –
• Location – emerging real estate destination in Goa
• Landscape/greenery – nature at your doorstep
• Architecture – Name of the architect
Sample
Call
script

8. Key pointers for the follow-up Email
• Brief intro about the brand
• Brief details about the property that the prospect enquired
• Pointers about the property (key bullet points)
• Photo of the property with the possession date
• Google map coordinates
• Reminder to visit location for site visit
• Only 2 supporting documents – Images + Videos & Info
• Should be heavy on content
• Bullet points to be precise
• Property pics
• Less or All-in-one supporting documents
Points to consider - How to improve it -

9. Call - Convince the prospect on Soulful Luxury
Customer care should use the
keywords related to the brand like,
luxury homes, luxury lifestyle,
beach life, location, architecture,
etc. while addressing the prospect.
Sell the lifestyle first
During the
conversation

10. Post the call
• Follow up with prospect
• If they do not pick up, keep following
up
• Ask for referral
Follow up over call
• Send an SMS immediately after call
(Subject – “You just spoke to Amit from
XYZ builders…”)
• Send an initial mail about the property.
Send a follow up mail after a week.
Send any update to the prospect.
Follow up online

11. Recommendations on
Supporting document for follow-up emails

12. Avoid sending too many supporting documents
PDF of the
brochure with
info on price,
site plan, floor
plan
It would be easy for the prospect to have two PDFs. One with all the important information like price, site plan,
floor plan, location, neighbourhood etc. And another PDF with images and link to property videos.
PDF with
images and link
to video of the
property

13. Thank You