The goal of this SOP is to outline how to address sellers when they engage with your company for the first time. This is for a sellers first call in off of a mailer, or first outreach from your closing team responding to an outbound (SMS or Cold Calling lead).

General rules:

• Utilize the call center, any answer is typically better than no answer
• Mirror the type of communication the seller used for their first outreach. IE if they called first, utilize calling as the primary communication. If they SMS’d first, use SMS to communicate.
• Trust but plan to verify everything they say.
• Allow them to talk more than you speak, if they are quiet ask open ended questions.
• Defeat anger with kindness
• Don’t ever let their financial requests or personal situations influence your offer or opinions of the lead

Process

Assuming the Call Center misses the first call, utilize the following check list to verify all appropriate information. If your call center did field the call, review their notes before calling back to avoid asking the same questions already discussed.

Questions

1. Can you please confirm your name and address of the property you’re looking to sell?
2. Is this your primary residence or an investment property?
3. When are you looking to sell the property?
4. Is there a reason you’re calling us instead of a realtor?
5. When was the last time you updated the property?
   1. Kitchen?
   2. Bath?
   3. HVAC?
   4. Roof?
   5. Any known water or foundation issues?
6. If older than 1960s ask the following:
   1. Do you know if there’s knob and tube wiring?
   2. Is there galvanized plumbing?
7. Did you have a price point in mind for this property?
8. Would be be open and available for someone on our team to come take a look in the next couple of days?
   1. Get a couple of times and be sure to confirm via text.

If agree to walk through end call with:

“Thank you so much, for the time. I’ll confirm your walk through shortly and send you a quick text.

If DON’T agree to walk through, end call with:

“Thank you so much, I’ll ring this information back to my boss and we will see what we can do”