First ContactThe following information describes what should be happening when you first make contact with a caller.
First Contact Outline
The Greeting
When you first speak with a contact, you need to cover the following points.
Which Property was that?
After collecting their phone and email information, document which property they were interested in. If the caller is interested in a particular property, it could very well be a property that we could "work-out" with them, depending on where they actually stand with their credit, income and money. We need you to document each call with that information and then notify management. Call Purpose
In order to initiate the call flow you must first confirm the reason why they are calling. This is the first opportunity you have to determine or establish whether they are interested in home ownership or not. You accomplish this by explaining to them that you want to help them but need to be clear on where to take the call. They will usually tell you that they are calling about a particular house or sign they saw at a house. The sign and the online ads all say rent to own, bad credit ok. Your job is to separate the renters from the leads. You separate the renters from the leads early by being upfront and explaining to them that our foundation has been helping renters for years become home owners and then asking them...
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The goal is to get them FIRMLY set one way or the other. If they are firm on being a renter, then it does not make sense to continue discussing our program or home ownership.
You now have to nicely exit the call. One way to do this is to put them on a waiting list.
The "waiting list"
You now have to nicely exit the call. One way to do this is to put them on a waiting list.
The "waiting list"
"Mr. prospect our rental and rent to own programs are designed to work with those renters in the community that want to improve the quality of their life by becoming home owners. If you don't want to be a home owner, we can put you on a waiting list and check back with you from time to time to see if you've changed your mind about becoming a home owner. You can always give us a call as well, write my name and number down and give me a call when you're ready to talk about home ownership, ok? Have a fantastic day."
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One or Two Decision Makers?
After confirming call purpose, next you need to determine if they are a single unit or if their is two decision makers. Try to coordinate the call flow with both decision makers. This is important because you don't want to go through the call flow and end up at the end and then have to repeat everything with the spouse. The good thing about having all the information on the website is that you can give the caller instructions to go visit the website and read the information, like a homework assignment. If the other decision maker is not around, move forward with the (eqr) but, you will have to remember to instruct the contact to summarize the points with the other party that is not on the phone with you.
After confirming call purpose, next you need to determine if they are a single unit or if their is two decision makers. Try to coordinate the call flow with both decision makers. This is important because you don't want to go through the call flow and end up at the end and then have to repeat everything with the spouse. The good thing about having all the information on the website is that you can give the caller instructions to go visit the website and read the information, like a homework assignment. If the other decision maker is not around, move forward with the (eqr) but, you will have to remember to instruct the contact to summarize the points with the other party that is not on the phone with you.