Unleashing The Power of Kunversion
Brian Hoialman, VP of Sales for Kunversion joined us to share some great tips and best practices for following up with and converting any and all online leads. Using corrective statements of communication and scripts that demand a response is the key to success.
During this session, Jeffrey Buettner shared some critical setup steps and some basic Kunversion dashboard features and benefits. Brian jumped in at the midway point and discussed some concepts, scripts and best practices around communication and follow-up.
Here’s an example of some scripts he shared, these are available at http://realbizzy.com
Just got a new lead, what do I do?
Leads are pretty well covered for when they are new. They get a welcome email right away, and they are automatically setup on the Kunversion Default campaign, which is amazing. After two days of being in the system, they are also automatically setup on listing alerts. Also during this time, whenever your leads do something interesting, they get a system email, automatically!
So, what are you meant to do?
Well, this presents a unique opportunity for you to focus on converting your leads into clients. That is, spending your time doing things that a computer cannot do. For example, reaching out to leads based on their interests, not just to say hello or send another welcome email. Below you will find scripts and strategies to incorporate into your own, for maximum results.
Leads with Phone Numbers
The number one thing you can do for leads when they have a phone number is text them! the vast majority of text messages that are delivered are actually read. So it’s incredibly important to get on it ASAP. Here are a few links to help you get started. Also, we included scripts that you can use on phone calls as well at the bottom of this article.
Leads without Phone Numbers
By and large, following up via email is the same as following up via text messages. It’s just that, you have a much smaller chance of getting a reply by email. So, your normal scripts for texts and calls will match your strategy for emails.
However, one of your unique goals for leads without phone numbers, is obtaining their phone number. Let’s leverage your Kunversion Mobile App to obtain it. Send an email to these people, that says something like:
“All of my clients really love to use my mobile app to find homes. If you want to use it for free, let me know your cellphone number and I’ll text you the link!”
Makes sense, right? Most of the time, people will reply with just a number. Let them know you got their number, and then update their profile in Kunversion right away. On their overview page, under the red What Would You Like To Do menu, you can select the option “Text Millions Mapped” to send your mobile app to them via text! Now, you have their phone number.
Scripts, and other things
Here are some scripts and strategies for getting responses and conversations started. There’s a lot to consider when organizing leads at this point, so find the article here in Zendesk for how to organize leads and give it a once over at some point.
Intro Call Concept and Scripting. The “Corrective Statement” technique:
This format will work with any type of call. In this example, it’s our first phone call with a lead we have not yet spoken with.
This is also what can be referred to as a “Corrective Statement.”
The call breaks down into 4 segments:
1. Intro: Hi “name of lead” ….I saw that you were looking at homes on my [insert website URL here] site and I wanted to introduce my self, nice to meet you!”
*Make sure to say “Nice to meet you.” Every agent that meets someone in person will always say nice to meet you : this is the proper thing to do and it is also over the phone: takes the guard down and allows for the next step: They will most always say “nice to meet you back”
2. Statement of Service: I was in the process of setting up your listing alerts and searching for some good properties to send you….
*The Key Point with this statement is that you are doing something for them. You need to tell them that you are doing something for them that provides VALUE TO THEM!!!! Your Job is to “PROCURE” the property and it is the basic function of an agents job to contractually allow them to earn a commission: Telling the that you are doing this mentally obligates that person to potentially hire you.
*This part is critical because mentally the person wants to get off the phone with you so buy telling them that you had a quick question and then you will let them go obligates them to stay on the phone an answer your question: This is critical because that is what you want to happen so you set them up to give you what you want: It is a mental trick but works every time!
3. Corrective statement: You’re a renter….. right? [wait for answer…]
*key point is that this is trick that will always get the answer you need and it doesn’t matter what you say: you’re a renter …you’re a homeowner? Either way, this is something you should master and practice. Anything you ask can be asked this way and it will really help your appointment setting. For example: I assume you are already pre-qualified and have spoken to a lender ..Correct?
So, an example of this whole script would be something like this so far:
4. Consultation Close:
[If they ARE a renter] Great! I do a special consultation for renters where I show them what the buyer power is vs their renting power is. I assume that you like all renters want to buy a house someday, correct? It just takes 5 mins and I can throw something together for you. I assume your rent is 1800 per month correct?
[If they are a Homeowner/Buyer] Great! I do a special consultation for homeowners where I show homeowners what the listing power is vs their buying power today. It just takes 5 min to ask you a couple questions and I can throw something together for you.
In both cases, you’ve just secured an appointment/meeting!
Just remember that every lead you will ever get is either a homeowner or renter and someday will list or buy a home: How you handle that first call will have the biggest impact on YOU getting them to buy or list with you someday. Make that first call a consultation every time and you will get more sales:
Note: you can not do an effective consultation without first finding out if they are renting or a homeowner first!
Leveraging Listings For Followups
Whether you call or email a lead, or even text message them this script can be used. Generally, it incorporates the following three components:
a. Valuable information. This is information that’s quality, yet simple, that they would not normally see or notice as significant.
b. Instilling a sense of obligation to you, because you’re telling them that you’re GOING to do something for them. (Very important to say “going.”)
c. Obtaining a confirmation of your services, by prompting them to tell you exactly when they want to receive your information.
The most common implementation of this is reaching out to a new lead. First, review their listing history. We’re going to follow that first rule, only contact your leads about a specific property. This would be a property that they looked at more than once, so go through their listing history to find one.
Part a: I saw that you were looking at the property at [street address], and I just wanted to let you know that the total HOA fees for that neighborhood are upwards of $5,000 per year.
* Here is our valuable information, that hooks their intrest right away. You can find different information for many different kinds of properties.
Part b: I’m going to do some research for you and find two other properties in the same area that might be better options.
* The second part, contains that statement that you’re GOING to do something for them, creating a sense of obligation.
Part c: “Would you like me to send that information to you by Friday?”
*And, we cap it off by seeking a confirmation to proceed with what you’re going (out of your way) to do for them.