I don't know if this is the right place to post, but since many incoming phone calls come from online sources I figured that "Net Success" is the right subforum. Anyway, here goes:
YOU: "It's a great day at ___________, this is _____ speaking, who do I have the pleasure of speaking with today?"
BUYER: "Yeah, I'm calling about the home on __________. Is it still available?"
YOU: "That's a great property, we've had quite a few calls on that already. Let's do this... So that I don't waste any of your time, let me check and see if that home is still available. If not, I'll let you know what we DO HAVE that's available, and also what's coming up over the next few weeks. It should only take a couple of minutes. Are you calling from your home, work, or cell?
YOU: "And that number is? (888)555-1212 And how do I spell your last name? (Robinson) And your first name?" (James)
Great! Now while I'm checking on that home James, let me ask, is it specifically and only THAT home you are interested in, or would you be open to others, especially if I had something really nice coming up that might be a great value for your money?"
If they say that's the only home, move in for the appointment at your office.
If they say they are open to others, start with qualifying the home:
* Are you looking for a 3 bedroom, or do you need more rooms than that?
* In general, do you prefer single story homes or two story homes?
* Would you prefer something under a ______ acre, or over that amount?
* Is the school district a deciding factor?
You can use plenty of different qualifying questions. But try to ask at least 4 of them. This sets you off from other agents, who for the most part, have zero idea of how to take a phone call properly.
Then, ask this LAST QUESTION:
* James, regardless of price, what's the ONE THING that your new home absolutely has to have above all else?
By this time you've discovered his dominant buying motives, and now you can go for the appointment.
YOU: "James, on second thought, hold on for just a few moments. I'll have your answer for you on that house." PUT ON HOLD FOR NO LESS THAN 10 SECONDS AND NO MORE THAN 20 SECONDS".
YOU: "James, great news, not only is that home available, but I also have availability on a few other homes that matched the criteria you indicated as being important to you. Speaking of availability, when are you more available, today at 2:15, or would this evening at 5:45 work better for you?"
IF NEITHER TIME WORKS... "Hey, you know your schedule better than I do. You pick the time."
YOU: "Ok, James, I have you down for _____ this afternoon for a brief get together, where we can simply have a coffee and discuss your options. Do you know where our office is located?
GIVE THEM DIRECTIONS, EVEN IF THEY SAY THEY DON'T NEED THEM. THEN FOLLOW UP BY TELLING THEM YOU WILL BE TEXTING THEM YOUR CONTACT INFO IN CASE THEY NEED TO MOVE THE APPOINTMENT UP OR BACK, AND THAT YOU WILL EXTEND THE SAME COURTESY TO THEM.
YOU: "James, real quick before you hang up. How did you hear about us?" -- ALWAYS A GREAT IDEA TO TRACK YOUR LEADS
I got this script from a guy who sells cars. Those guys get HAMMERED with objections left and right all day. Much more so than us Agents.
Anyway, if the mods in charge need to move this, so be it. But I thought that if this can help all you phone warriors with your inbound buyer calls then so be it. I know it's upped my appointment setting percentages a staggering amount.
It's also done two very important things:
1. It keeps you from driving all around town showing dozens of properties. It's actually very easy to limit it to maybe 3 or 4 which can put keep your dollar per hour productivity up high.
2. EVEN MORE IMPORTANTLY... How many other agents do you think would actually do a script like this for incoming phone calls? Even if you do this script all day every day, your potential clients don't know that. All they hear is that someone CARED ENOUGH TO ASK QUESTIONS IMPORTANT TO THEM. <<< Client for life!