ࡱ> E@ %@bjbj (T%8((((((((22222,(%33333333$߽R1ʺ(33333ʺ((33ߺ6663 (3(363666 ա((t3 3 L6 2 3F0%ff6Xlt(((((((t33633333ʺʺ(( 26((2Strategy Session Appointment-Setting Script (for Use with Call Capture or Seller leads) Hi, this is [FIRST NAME & LAST NAME] calling from [COMPANY NAME] here in [LOCATION]. You dont know me, but Im calling because [PICK ONE:] We understand your home is for sale OR Someone from your number called our hotline for information about a home for sale And I wanted to let you know we have a free service that will show you how to negotiate the lowest possible price for your new home it could save you thousands of dollars if you buy a home, and it can also save you many hours of house hunting time. We call it a Strategy Session, and I can probably tell you EXACTLY how it would help you in your specific case if you could just answer a couple of questions for me? IF YES: Thank you. Could you tell me a little bit about your situation? I assume youre thinking about buying a home, but do you have a home to sell first? [YOU ARE TRYING TO GET A BASIC SENSE OF THEIR SITUATION. DO THEY HAVE A HOME TO SELL? IS IT LISTED WITH AN AGENT, AND IF SO, WHO, FOR HOW LONG, AND HOWS IT GOING SO FAR ANY OFFERS YET? LET THEM TALK AS MUCH AS THEY WANT TO, AND WHEN THEY STOP ASK WHATEVER FOLLOWUP QUESTIONS YOU NEED IN ORDER TO FEEL YOU HAVE A BASIC UNDERSTANDING OF THEIR SITUATION AND WHAT THEYRE TRYING TO ACCOMPLISH.] NOW GO TO THE INITIAL STRATEGY SESSION QUESTIONS ON MOTIVATION AND OBSTACLES (Page 52, also refer to explanation on Pages 58-59), LET THEM TALK, ASK FOLLOWUP QUESTIONS UNTIL YOURE SURE YOU UNDERSTAND THEIR SITUATION AND CAN EXPLAIN HOW THE STRATEGY SESSION WILL HELP THEM. IN OTHER WORDS, WHAT QUESTIONS WOULD WE BE ABLE TO ANSWER FOR THEM, AND WHAT INFORMATION WILL WE GIVE THEM THAT WILL SAVE THEM TIME, AND ESPECIALLY MONEY? Example: OK, with the information youve given me, [LOAN OFFICER NAME] can set you up to get a free report mailed to you a search of all the homes on the market that match your description of what youre looking for. This report includes all the details about these homes, including the list price, the address, and directions if you want to drive by and take a look at it. Our customers tell us these reports save them many hours of time. But probably even more important is that [LOAN OFFICER NAME] will run a statistical analysis for you showing you how many homes matching your description are on the market, and how many of these homes are selling each month. This is information you wouldnt typically get from anyone, and [LOAN OFFICER NAME] will show you how to use that information to negotiate the best possible price for your home. The reason thats so important to you is that, if you save, say $5,000 on the purchase price of the home by using [LOAN OFFICER NAME]s negotiating strategy, you wont be just saving $5,000, youll also be saving the interest you would have paid on that $5,000 on your mortgage. On a 30-year loan, that would be $8,000 in interest, plus the $5,000! Do you see what I mean? The Strategy Session takes about a half an hour, depending on how many questions you have. We can do it over the phone, or you can come in and meet [LOAN OFFICER NAME] in person. There is no charge, and theres no obligation, but we find that most people are so impressed with what they get from [LOAN OFFICER NAME] that weve earned their loyalty if they do decide to buy a home and it comes time to do their mortgage loan, and thats why we do it, does that make sense? Would you prefer a phone appointment, or do you want to come to our office? SCHEDULE THE APPOINTMENT. LIST OF THINGS TO HAVE WITH THEM DIRECTIONS, IF NECESSARY Some Tips for Scheduling Appointments Dont grovel. Be yourself. Remember that the information youre offering is very valuable. This is not about begging people to schedule an appointment to meet with you. Youve worked hard to develop professional expertise in your field and to assemble this information and make sure its useful and reliable. If the person youre speaking to isnt interested, thank him for his time and move on to the next call. Youre looking for the two people out of ten with whom you can make a connection, and who are genuinely interested in buying a home, and who will be able to appreciate the value of what you have to offer. The other 8 people are what you have to go through in order to get to the 1 or 2. Be interested in them. In the process of establishing rapport, dont hesitate to ask questions that occur to you naturally as youre trying to determine how best you can assist the person youre speaking to. Things like what kind of work they do, what kind of price range theyre looking at, when theyre thinking of making a move -- help you to qualify them as youre talking to them. If it sounds like they might not have enough income, or savings, or that they might have bad credit, go ahead and ask about their income, savings, and credit. If theyre not currently approvable, offer to send them a written list of the specific things theyll need to do in order to be ready to buy a home. That way, you dont have to use up a full appointment for someone who isnt qualified yet, and you still have everything you need to follow up and make them a loan when they are ready to buy a home. Call them when theyre home. Most people are home in the evening, between 5:30 and 8:30 pm. Dont call after 9:00. Youll probably want to use your Call Capture report to schedule your calls. Generally speaking, the best time to call them is about the same time the report says they called you. Dont give away too much information on the phone. If you answer all their questions on the phone, why would they need to meet with you? Listening is the most important skill to develop when making these calls. If you listen well, youll be able to tell when someone thinks theres a catch (its too good to be true), or when they havent understood something youve just said -- and then, you can respond appropriately. If youre nervous, or so focused on what youre trying to say that you cant hear what theyre saying, youre not going to be as effective. Whenever they start talking, shut up and listen carefully to what they said. If youre not entirely sure you understood what they meant, ask a follow-up question like, Why do you say that? The more you let them talk, the more comfortable they will feel. The more comfortable they feel, the better the chance that they will like you, will understand what youre offering, and will accept your offer. Confirm the appointment. Your appointment schedule is as important to you as a doctors schedule is to her. The doctor has her receptionist call patients the day before or the day of the appointment to remind them. You should do the same, and if you dont have an assistant who can confirm the appointments for you, you should do it yourself. It wont eliminate no-shows, but it will cut down on them. Agree with them. When your prospect says something that you interpret as an objection, after you have listened to her, begin by reassuring her that her concern is valid. For example, if she says that she doesnt think she can afford to buy the kind of home she would want to live in, you could respond by saying something like this: I understand how you feel. I talk to a lot of people who are in the same situation, and it must be discouraging. But when they come in and meet with me and we actually go through the numbers, most of them are surprised at how much home they can buy for their budget. Even if you cant do anything right now, well still give you a plan of exactly what you need to do to be ready. Wouldnt hurt to find out for sure where you stand, would it? If You Get an Answering Machine Say: Hi, this is [FIRST NAME] [LAST NAME] calling from [COMPANY NAME], would you please call me at 000-0000 when you get a chance? Thank you. Youll be surprised how many people will call you back if you just keep it simple like that. When they call you, just go right into your script. Overcoming Objections Some objections shouldnt be overcome. You have to be able to tell the difference between people who really do want to buy a home, but may be afraid, misinformed, or just cautious -- and those who are only mildly curious, or not really interested, or who for whatever reason, just dont like you. The former can be turned into happy customers. The latter probably cant. With that as background, here are the answers to some commonly heard questions and objections: How did you get my number? The phone service we subscribe to sends us a list of our calls. The reason Im calling is that if youre thinking about buying a home at some point, I have done a lot of research, and my background & experience as a mortgage lender give me the ability to help you analyze your financial situation, as well as the real estate market, and help you gather the information you need to make the decisions that are in your best interest. Are you renting now, or do you already own a home? I didnt call for information. Thats OK, it might have been somebody else in your family. Are you thinking about maybe buying a home? (Dont get hung up in a conversation about who called, or what listing they called on. The issue is whether they are thinking about buying a home, and if so, to offer them your free consultation.) Were not ready yet. Oh, thats OK! Most of the people who come in to meet with us arent going to be buying a home right away. The more time you have to find the right home at the right price, the stronger your negotiating position, which is one of the things youll find out in a Strategy Session. In fact, the whole purpose of our service is to help you plan ahead of time what you want to do so that when youre ready to make your move, youll be confident that your timing is right, you have all the information you need, that youre doing the right thing, and that theres not going to be a lot of stress and last-minute rushing around. GIVE EXAMPLES OF PEOPLE WHO WERENT PLANNING TO BUY RIGHT AWAY & HOW STRATEGY SESSION HELPED THEM For example, a client with an inaccurate item on their credit report that they didnt know about; a client who thought they were going to have to save a lot more money than they needed to; a client who ended up being able to buy a lot more home because you showed them in a strategy session how to pay down certain bills; a client who was financially ready to buy and didnt need to move for 6 months, but after running a market analysis on the neighborhood and type of home he wanted to buy, we showed them it was a very hot, competitive sellers market, that it would probably take them 6 months of trying to get an offer accepted without paying too much for the property, etc. If you start your planning now, you will save time and money in the long run, dont you think? Were already working with a Realtor. Oh, thats all right, its not a problem at all! Listen, I want to make sure you understand that Im a mortgage lender; Im not a real estate salesperson. I work as part of a team with whatever real estate agent you choose. What Im offering to do is meet with you and use my expertise to help you negotiate the best possible price for the home you buy, and to figure out all the financial implications of a home purchase. If you do buy a home, Im hoping you would choose me as your lender, which is why I offer the service in the first place. But if you meet with me, (and by the way, we can do this on the phone if thats easier for you) youre not obligated to me in any way, I want to make sure thats clear, OK? Weve already been pre-qualified/pre-approved for a mortgage. Thats great! Thats one less thing you have to think about, right? As far as the mortgage is concerned, all you have to do now is make sure you get the best rate and terms you can qualify for. Have you heard about our Lowest Bottom-Line Cost Guarantee? Well, its a written guarantee that says that if you can find a better loan program anywhere else in town (in terms of the bottom-line price of the loan -- including the interest rate, the points, the fees, all the costs), I will either match it or beat it, and if I cant, Ill give you $100 out of my pocket for your trouble. Ill give you that guarantee if youll come in and meet with me, and if you come in and meet with me, you also get the benefit of all this research Ive done on the real estate market. You really dont have anything to lose, do you? I dont have time... (Or Can you send me something in the mail?, or some other excuse that gives you the impression that they either dont understand whats being offered, or that they may think the offer is too good to be true). Thats OK, I understand. Listen, can I just ask you one question before I go? Most of the people I meet with are busy, but they make the time to come see me because they want the information I can give them. But a lot of them are a little skeptical because it sounds too good to be true, and theyre a little afraid that theyre going to be subjected to some kind of sales pressure from me. Has that thought occurred to you? Its understandable, and maybe I should explain that most of my competitors spend their advertising and marketing dollars to buy newspaper, radio & TV ads. I decided to put my marketing money into the research Ive done and the free consultations where I meet with people who are thinking about buying a home. I figure if I can be helpful to them in the beginning, theyll remember me when its time to get their loan. So most of the people I meet with dont buy a home right away, and I dont expect anyone to make any major decisions when they meet with me. I just want to help them get their questions answered, and most of them seem to appreciate that, and I think most people do come back to me when theyre ready to get their loan. If you spend the 30 minutes with me, Im pretty sure youll be glad you did. What do you think? If they still dont want to schedule, offer to send them more information (remember to get their name and mailing address). Then send them a cover letter and some of your Strategy Session Summaries (see examples on pages 69-71). When you send them, try to match the summaries to the general situation of the prospect. 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