Contact ManagementLeads, Prospects & Candidates (lpc)
Every caller you speak with is a "contact" of some sort. Their are four types of contacts you will be working with. The first thee are leads, prospects and candidates. Leads, prospects and candidates are in their own group which is referenced in the training content as"LPC" or lpc.
Contacts will fall into one of these LPC categories until they enroll and become a participant of the program. Your database or pipeline of contacts will need to be broken down and organized into additional "sub" categories. Knowing which contacts are where in your google database is critical if you are going to be effective.
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LPC Characteristics
The above list of characteristics represent general guidelines you can use when sorting and categorizing your contacts.
A lead is a contact that we know attempted to reach us. They may have left a voicemail or we see a missed call. You may or may not have spoken with them. If you did speak with them, perhaps you were disconnected and was unable to get very far with them. You may or may not have created a google contact for them under the leads category. If you do not complete the (eqr) with them then they will stay a lead.
A prospect is a contact that you've gone through the (eqr) topic with. In order for that prospect to be converted to a candidate, you have to complete the (adv), (gfc) and (gse) steps. You could be carrying dialogue with a prospect into the benefits of home ownership and it is not until you cover the (adv), (gfc) and (gse) steps that they become a candidate.
The above list of characteristics represent general guidelines you can use when sorting and categorizing your contacts.
A lead is a contact that we know attempted to reach us. They may have left a voicemail or we see a missed call. You may or may not have spoken with them. If you did speak with them, perhaps you were disconnected and was unable to get very far with them. You may or may not have created a google contact for them under the leads category. If you do not complete the (eqr) with them then they will stay a lead.
A prospect is a contact that you've gone through the (eqr) topic with. In order for that prospect to be converted to a candidate, you have to complete the (adv), (gfc) and (gse) steps. You could be carrying dialogue with a prospect into the benefits of home ownership and it is not until you cover the (adv), (gfc) and (gse) steps that they become a candidate.
A candidate for enrollment has read and/or reviewed the following pages: (1) benefits of home ownership, (2) benefits of the advising program, (3) Benefits of the gfc program, (4) the goal setting exercise. Look at these pages and the information on these pages as checkboxes. You have to check one box before you can move on to the next topic or checkbox. Once all four of the checkboxes have been covered, the contact is ready to speak with an advisor to complete the enrollment phone consultation (epc).
Phase Management
Look at this in phases of development. You start with an uneducated lead who has no clue what we can do for them. Your challenge is to get them the information they need to make an intelligent decision to participate in our program. You can't give them the entire program at one time. You have to give it to them in phases. One phase builds on top of the other until eventually you have an educated program participant. It's taking the proverbial elephant and breaking it down into manageable chunks of information. What's great about this process is that one phase sets up the next and as you progress a contact through each phase they are saying YES at every step.
In the lead phase it's all about establishing enough rapport with them and simply getting them into our system. In the prospect phase, you continue to build more rapport and a stronger relationship as you phase in the benefits of being a home owner. It's about getting them to realize the pain of renting and the excitement of owning. If you do this properly, even though they may have called you about renting a particular property, it won't matter any longer because you've established a relationship with them based on understanding that would rather own that home or one like it and focusing on what we have to do to make that happen. In this phase your goal is to get them so excited about being a home owner than they are calling you and chasing you to get into the program. The critical error you can make at this point is skipping over the home ownership benefits and going directly to explaining the money and the advising system, which is what you eventually cover with them to convert them into a candidate. How you navigate your contacts into each phase will determine your success or failure. Knowing when to move them from one phase to the next is an art form that you will eventually get good at with practice.
Look at this in phases of development. You start with an uneducated lead who has no clue what we can do for them. Your challenge is to get them the information they need to make an intelligent decision to participate in our program. You can't give them the entire program at one time. You have to give it to them in phases. One phase builds on top of the other until eventually you have an educated program participant. It's taking the proverbial elephant and breaking it down into manageable chunks of information. What's great about this process is that one phase sets up the next and as you progress a contact through each phase they are saying YES at every step.
In the lead phase it's all about establishing enough rapport with them and simply getting them into our system. In the prospect phase, you continue to build more rapport and a stronger relationship as you phase in the benefits of being a home owner. It's about getting them to realize the pain of renting and the excitement of owning. If you do this properly, even though they may have called you about renting a particular property, it won't matter any longer because you've established a relationship with them based on understanding that would rather own that home or one like it and focusing on what we have to do to make that happen. In this phase your goal is to get them so excited about being a home owner than they are calling you and chasing you to get into the program. The critical error you can make at this point is skipping over the home ownership benefits and going directly to explaining the money and the advising system, which is what you eventually cover with them to convert them into a candidate. How you navigate your contacts into each phase will determine your success or failure. Knowing when to move them from one phase to the next is an art form that you will eventually get good at with practice.