Introduction to New Caller TrainingLifebushido-Best Agent Business

Welcome!

During Caller Training you will learn: • Best Agent Business vs Other Calling

Companies• Caller Role• Caller Goals • Caller Audit• What is a Systems Document?• Coding and Tagging• Detailed Notes• Buyer A• Buyer B• Buyer C• Lost and Dead

• Daily Calling Report • Daily Log Instructions• Goal Action

In Caller Training you will learn more about each item listed in slideshow. This is a brief overview.

Best Agent Business vs Other Calling Companies• Choose your own work schedule

•We call warm leads for Buyer/Seller calling , there are no inbound calls.

• Callers are paid by the hour - not per call.

• There are bonus incentives to earn extra money.

•We do have a variety of different types of calling for clients. You are in training presently for Buyer/Seller Calling.

• Calling team members are usually available via email or chat for help.

What role does the Caller play?

• Callers organize their client’s database by coding or tagging the leads.

• We contact leads to update their information in our client’s database.

• We find out answers for specific questions your client needs to know for instance;

• The Leads buying/selling time frame

• Their price range

• Wants and needs; home specifications ( bedrooms/baths/area etc.)

• Are they pre-approved for purchase?

• Are they currently working with a realtor? Etc.

Your Goal as a Caller:To reach as many “live answers” as quickly as possible. Dials per hour on average are anywhere from 15 to 30 dials dependent on database.

To get the questions answered from the scripting for your client.

To code each lead with correct category. Buyer A, Buyer B, Buyer C, Lost Lead or Dead lead.

To take detailed notes regarding your conversation with that lead. You will notate in your client’s database as well as in your Daily Calling Report at the end of your calling session.

You will schedule a follow up plan for each lead according to your instructions on your Client’s Systems Document.

Caller Audits:• Each Caller is subject to random audits. These audits reveal how many leads were

actually contacted and how many hours callers were actively in the database. We are also checking for the following.

What is a Systems Document? A Systems Document is created for each calling client. This shows several pieces of information. It is broken down in to a few different sections. First section is Calling type and Client information. • System used for calling• Caller/hours• Key Assistant Name – email• Client Information *Name, add,

phone, email, etc.

The next section of a Systems document are your instructions on the calling you will be doing. Pay very close attention to these and use them as guidelines as you are calling.

The next portion of the Systems document is the scripting portion.

The rest of the Systems document is usually the Email templates. We normally do 5 call attempts per lead and along with each of those call attempts there are email templates. 5 calls and 5 emails.

Email templates are generally placed in the Client’s database for you to just add the Lead’s name and/or a subject line (depends on database) then send off to that lead.

You should always print or keep a copy of the client’s systems document handy while calling to refer back to. If you are a only caller on an account or designated by TL or ATL to be Lead caller it will fall on your shoulders to update that systems document any time any changes are made. Then resend the updated version to callers and the Key Assistant to attach to the LBInternal Wiki. ( you will be granted access to the LBInternal wiki once you have passed and completed Caller Training. At that stage you will be able to view the Agenda for your client and see the attached Systems Document for review on that Agenda.

What is Coding or Tagging in a Database? When we call each lead we are coding that lead dependent on what the outcome of the call was. Categories are below:

Buyer or Seller A = Someone purchasing or selling in 0 to 3 months.

Buyer or Seller B = Someone who would like to purchase or sell in 4 to 6 months.

Buyer or Seller C = Someone who is 6+ months out.

Buyer or Seller Lost = Someone who ended up using another Realtor other than our client.

Buyer or Seller Dead = Someone who is not interested in doing either.

Coding and/or Tagging:

When calling in a database you will be Coding or Tagging Leads at the same time.

If you call a Lead and you reach them live you will code them accordingly as well as leaving notes. If you speak to a Lead and from the conversation you determine they are a Buyer A – Buyer B – Buyer C – Lost or Dead you will code them (tag them) with that determination in the database. Ie: I spoke to a Lead and she stated she is a Buyer C – in their information in that database there will also be a Tag you can select. A Buyer C should be tagged BAB – Buyer C in that case. Same for all other’s the database will have tags for you to select. See examples here for both Top Producer and Commissions Inc databases:

Normally this will be BAB Buyer B or BAB Seller B etc however in this client’s database it is just as Buyer – B etc. To the Left are tags/codes

from a Commissions Inc database and above is from a Top Producer database. All Client’s have these customized a bit for them however it is usually similar to these.

Follow up’s – or Tasks.

With each call unless Dead or Lost we will be setting a follow up date or a task for either a call back. We need to be consistent with these tasks so when those tasks are due we know exactly what our next call is. Format should be clear and concise. BAB Call 2 < this would be for a second call if I’ve already left a message or was unable to reach the lead live on the first call. So when that Task becomes due – whoever the caller is knows exactly what they will be doing at a glance on this task.

With each of these examples to the left you know at a glance exactly what you will be doing on this next call. For Pres Valentin – you’d do Call 2 and send email 2 along with that call if it’s a voicemail etc. With Lauren Chamberland you know you are on Call 5 and if leaving another voicemail you’d send Email 5 as well.

The vast majority of the databases we work in have a specified area that tasks will be listed for you to review. The task will also be on that Lead’s specific record.

New Caller Training Notes Section

Notes

While calling we will be expected to take detailed notes in regards to each dial attempt and live answer. These notes are what we use in future as to what happened each time you or another caller attempts to speak to a lead. We will leave detailed voice mails as well as sending an email to follow up with the lead on each attempt made. With live leads we will classify them as one of the previous mentioned categories. Buyer A, B, C, Lost Lead or Dead Lead dependent the conversation and outcome of your call. We will notate those notes in both your Client’s database as well as on a Daily Calling Report that is sent at the end of your calling session. You will learn more about proper notes as well as tagging and/or coding the leads during training.

Points of notes to remember:

• Hit all talking points from your Systems Document for your client. • Ask each and every question in the clients script. • Have a conversation with the client ( We don’t want you reading a script word

for word ) – if you hear children in the background or they mention they are watching a baseball game – ask what their favorite team is. Write those random things down in your notes as you can bring them up next time you are speaking to them. It makes the call more personal. • “Joe was watching the Red Sox game and loves baseball.”

• If unable to get an answer to a question: State in your notes that you asked the question however got no response or an unsure of that answer. Examples below; • “ When asked about time frame, lead stated they are still unsure exactly.”• “When I asked what price range they would like to focus on, she said they

are still unsure but will narrow that down in a few weeks.” • Be sure to use complete sentences and good punctuation. Please use spell

check and re-read your notes prior to sending them. You can usually spot something that doesn’t quite make sense or is misspelled if you re-read it to yourself.

• Be sure to re-state what you are doing with the lead at the end of your note. Client’s are usually exceptionally busy so when they read your daily calling report they usually are skimming it. If you’ve restated what you are doing with the lead at the end of your note they will be clear on the next course of action. Examples below:• “ I’m listing this lead as a Buyer B due to time frame and will follow up in 30

days to touch base. “ • “ I’m marking Joe as a Buyer C with a follow up scheduled for 90 days to

touch base. “

Remember, create a story of the conversation you had with the lead. Use full and complete sentences and don’t forget to use spell check! Notes are used to give your Client a synopsis of what your call with that lead entailed. Always re-state what you are doing with the lead at the end of your note.

Bad note example: Notice the flow of how these 2 different notes with the exact same information read. There is a huge difference with just using correct full sentences.

Buyer B –

Joan Jett – 222-222-2222 – Joan@joan.net – Talked to Joan she is looking to buy in about 4 months. She wants 3 bed and 2 bth price range is $150,000. No lender yet. Denver area and no house to sell. Set up call back in 30

Good Note example:

Buyer B –

Joan Jett – 222-222-2222 – joan@joan.net – I was able to speak briefly with Joan today about her real estate needs. Joan is looking in the Denver area for a 3 bedroom home with 2 bathrooms. She would like to stay at the price point of $150k and is not yet pre-approved and doesn’t have a home to sell prior to moving. I’m listing Joan as a Buyer B as she stated she would like to move in 4 months and will give her a call back to touch base in 30 days.

Detailed Notes will be entered in both your Client’s Database as well as in your Daily Calling Report. Examples for each type will be in the next few slides.Buyer A: ( 0 to 3 months example )

Buyer A:

Jason Jones – 888-222-3333 – Jason@yahoo.com - I had the pleasure of speaking with Jason today. He is currently living in a rental place in Kansas City and is looking to purchase right away. Jason and his wife are already pre-approved through a lender and would like to move into a new home in the next 2 months. He is currently looking in Kansas City for a 3+ bedroom with 2+ bathrooms and would also love a 2 car garage. He said that the area schools are very important as they will be starting their family soon and would also like a large fenced in back yard. Jason stated that the if the home needs some work he can do minor repairs. He would like (Client’s Name) to contact him right away to set up an appointment to view some properties if any are available in his price range of $150k to $225k. I’m listing Jason as a Buyer A and have sent over a escalated email and introduction to the client. I will check back to be sure they have connected. The above note shows each question of, timeframe, home requirements, price range, area as well

as pre-approval status that are typically questions on your systems document script. These notes are clear and complete and a short story of Jason’s situation and needs and wants. It also restates at the end of the note with “I’m listing Jason as a Buyer A and have sent over a escalated email to the client ….” so there is no question what is next for this Lead.

Buyer B: ( 4 to 6 months example )

Buyer B:

Jane Randall – 787-888-5555 – Jane@yahoo.com – I spoke with Jane today. She stated that her family is looking for a property in the Augusta area and would really like a Ranch style property with 4 bedrooms. She said they have 3 kids and are expecting their first grandchild so a ranch style would fit their needs perfectly. She doesn’t think they will be ready to move until Summer so they are looking at about 4-5 months from now. She did state she has a rental property they own currently but will be keeping it and renting it out to their oldest daughter once they move. Their price range is approximately $250k to $300k but they have not yet gotten pre-approved. I am listing Jane as a Buyer B and will schedule a follow up in 30 days according to systems document to check back in with her and see how plans are progressing. Again, with these notes they are detailed and answer each question on our

systems document. The client’s need you to create a short story of this leads needs so once we reach out to them again we can pull information from this previous note back up. If I speak to Jane in 30 days again I can specifically ask her about her upcoming grandchild. That cements in the lead’s mind that this realtor ( and his assistant – you ) care about them and creates a personal touch during our conversations. If a lead feels like they are getting personal attention they are more than likely going to use your agent as their Realtor.

Buyer C – (6+ months out example)

Buyer C:

Sam Stevens – 785-222-2222 – Sam@yahoo.com - I was able to connect today with Sam. He didn’t have a lot of time to speak but did state that they are currently searching in the Houston and San Antonio areas and haven’t quite decided which they like better. He couldn’t speak other than saying they are about 9 months or more out and said I could call him back anytime to check in. After reviewing Sam’s previous searches he is looking for a property for about $150k and has been viewing properties with 3+ bedrooms in both San Antonio as well as Houston. I am listing him as a Buyer C for now and will connect again in 90 days to follow up and see if we can get more information at that time.

With this lead he didn’t have enough time for me to ask all of my questions on the script. So I got as much information as I could from him and after that I relied on his past search history and previous properties he has viewed. Within that search history I was able to notate he has indeed been searching in the areas mentioned as well as finding out what price range he is looking in and how many bedrooms he likely prefers. Again as with previous examples I have restated at the end of my note: “ I am listing him as a Buyer C for now and will connect again in 90 days to follow up.” This way the client knows exactly what I will do with this lead and when according to my follow up / call back date.

Buyer Lost and Buyer Dead

Buyer Lost:

Harry Potter – 121-222-1212 – no email address – I spoke briefly with Harry and he stated that they have already purchased a home with Sam Sanders with Remax. Listing as a Lost lead with no follow up.

With a Buyer Lost you will always try and get the Realtor’s name that the Lead used. A buyer lost will not always give this information and if they don’t remember or do not want to give it simply state “ When I asked for the Realtor that Harry used he didn’t have that information.” So if/when a Audit is run we know in your notes you did indeed attempt to get that.

Buyer Dead:

Crystal Lake – 555-555-1212 – Crystal@yahoo.com – I called Crystal today and she said she isn’t looking for properties and would like to be removed from our lists. I’m listing as Dead lead with no follow up.

Buyer Dead is anything from a completely wrong/bad information to someone who asks to be removed from our database to someone who says we have a wrong number.

We also have an additional category occasionally listed as Buyer or Seller Email Only. (Buyer or Seller is dependent on what that lead is already categorized in the database as. These leads are those that have an incorrect phone number and as Caller’s we can not reach them. We will send our follow up email and after that we will not contact them again per our company policy. These we would list just as any of our other Codes/Tags only as Buyer Email only or Seller Email only.

Client’s typically will take leads like this where we do not have correct phone information but we do have a valid email address and set them up on a drip campaign via email. A drip campaign is a program in most databases that on a set schedule sends an email out to those leads coded like that. This way the lead is still receiving valuable information and has the Agent’s information if they decide to contact them.

Buyer or Seller Email Only:

Buyer Email Only:

Jane Jones – Invalid number – Email address – This is a invalid phone number. I sent email 1. Listing as Buyer Email only with no follow up.

Things to remember:

Hit all talking points in your script but make it a conversation. You don’t sound like a robot!

Read previous notes to know what the Lead may have told the agent or another caller prior to you. You can bring that conversation into your new chat. “ I know you spoke with Diane back in March and we just wanted to check with you to see how things are going at this point. “

Remember to use complete sentences and proper spelling. Make use of spell check !

Add personalized items that come up in the conversations like children in the background or sports teams, likes big back yards, needs a 3 car garage for sports equipment etc. Those things add personal touches to your next phone conversation. It shows the lead that you were listening and actually took interest in what they mentioned.

Daily Calling Report – DCR

What is a Daily Calling Report?

A Daily Calling Report ( DCR ) is a list and notes of live calls they had during their calling session. This is a summary of the Leads name, Phone Number, as well as their email address and the notes you took regarding that conversation you had with the lead. These notes are also put in the Client’s database under that lead for quick reference the next time you, the client or another Ishido speaks with this lead.

This report is sent to the Client, Calling@bestagentbusiness.com as well as the Key Assistant and your Mentor as well. Your Systems Document given to you with any new client will state who to send copies of your Daily Calling Report to.

Anytime your receive a new client you will also need to send your very 1st Daily Calling Report to Lynda Viken to let her know that calling has started for that Client. This will also be notated in your Systems Doc.

Subject lines for DCR’s should be: Daily Calling Report – Client Name – Type of Calling – Best Agent Business

Daily Calling ReportHi Steve,

Below is the information for today’s live calls. Please let me know if you have any questions.

Buyer A:

Name – Phone – Email Address – Detailed Notes

Buyer B:

Name – Phone – Email Address – Detailed Notes

Buyer C:

Name – Phone – Email Address – Detailed Notes

Buyer Lost:

Name – Phone – Email Address – Detailed Notes

Buyer Dead:

Name – Phone – Email Address – Detailed Notes

Sincerely,

Caller NameAssistant Best Agent Business

A Daily Calling Report is what we send at the end of each of our calling sessions to the client as well as a few other people listed on your Systems Document. This shows the details of each live call you reached during that day’s calling session.

Daily calling report format: Hi Joe,

Here is the live calls for today. Please let me know if you have any questions.

Buyer A - < Bold letters Lead Name – Phone Number – Email address < Bold letters - Insert notes here <Notes are not bold. Buyer B - < Bold letters Lead Name – Phone Number – Email address < Bold letters - Insert notes here <Notes are not bold. Buyer C - < Bold letters Lead Name – Phone Number – Email address < Bold letters - Insert notes here <Notes are not bold. Buyer Dead - < Bold Letters Lead Name – Phone Number – Email address < Bold letters - Insert notes here <Notes are not bold.

Buyer Dead - < Bold letters

Lead Name – Phone Number – Email address < Bold letters – Insert notes here < notes are not bold.

Sincerely,

Caller NameAssistantBest Agent Business

You will leave a space between each type of lead and or space between leads within the same type. If you have 2 Buyer Dead in a Daily Call Report you would list one then space and list the second one. You will ONLY list on your Daily Calling Report the actual live leads you spoke with. In other words, if you speak with only 1 live lead during a calling session you would only list that lead under the type you had and you would remove all other catagories. You also BOLD the Lead Code/Tag ( ie: Buyer A, B or C etc ) as well as the lead’s name, number and email address are also in BOLD. The notes are not in bold. Buyer C -

Name – Number – Email – Notes

No others would be listed as there were no other live calls.

Daily Log in Quickbase

A daily log is the record you enter after each and every calling session in Quickbase. This report shows how many dials you did, how many hours, how many live answers and then those live answers are broken down into the different categories.

This report MUST be completed right after your calling session and is one of the records that audit’s are run from as well as showing the client exactly what you did during your calling session.

Callers Daily Log Instructions for Callers < there is a wiki for this notated on New Caller Training

On a daily basis after completing calling, you will enter your hours, total dials, etc. in the Daily Log application on Quickbase. Daily Log MUST BE entered on the same day as the calling is done. Daily Log is for calling work only! You should also keep track of your hours, live answers, etc. on a Personal Daily Log that you save to your computer.

1. Log into Quickbase and in My Quickbase, select Daily Log

2. Once Dashboard comes up, click on Add A New Record (top right side of page)

3. On Client pull down menu: Select your Client’s Name. If you do not see your client contact your Mentor ASAP.

4. On Person tab, select your name.

5. Date = calling date

6. Type = type of calling work you are doing.

7. Hours = total hours worked on calling for this client.

8. Live answers = total live answers while calling for the day. *For instance you spoke to 5 total leads. 1 B, 2 C and 2 Dead leads total is 5.

9. Classify the live answers in the fields below, as they apply. A,B,C Lost and Dead.

10. Please do not type anything in the What Worked Well, What Did Not Work, and Questions fields.

11. Suggestion field is required – you can put in NA if you have no comments on that session.

12. At the bottom of Daily Log, you will notice “Diff Between Live and Total (should be 0)” – make sure that there is a ZERO there.

Client is the client you’ve done work for.• Person is your name. • Caller Type is always BAB.• Date: Date of Calling Session. • Type: Type of leads you called. • Hours: Duration of calling

session.• Dials or Emails: How many

dials you did total with live as well as voicemails.

• Live Answers: Live calls. • Below Live Answers you

must break down that number of live calls into what you did that session.

• Lost: How many Lost in that session.

• Dead: How many Dead. • Cold – C: How many Buyer C’s • Warm – B: How many Buyer

B’s• Hot – A: How many Buyer A’s • Appointment Scheduled: Not

used for Buyer/Seller usually. • What worked well: Not needed.• What did not work: Not

needed.• Suggestions: Is a required box

– you must put something there even if it is only N/A.

At the bottom of the Daily Log this TOTAL Number

must match your live answers

number. If your numbers match this Warning will

state NO. IF something is

incorrect it will state Yes. Look at

your numbers again to check

accuracy.

What is a Goal Action?

A Goal Action is a tab in Quickbase that you will enter on a weekly basis. This is the Invoice you create to bill the Client for work done over that week. Each project you work on will have a different Goal Action. If you have 3 different client’s you will have a different Goal Action weekly for each client.

Goal Actions Instructions for Callers < There is a Wiki for this notated on the New Caller Training Wiki

On a weekly basis after completing calling, you will enter your hours, total dials, etc. in the Goal Actions application on Quickbase. THIS IS HOW YOU WILL BE PAID! It is very important to do this WEEKLY! Please note that you will do a separate Goal Action for each project/client you worked on for the week.

One goal action per week per project/client• Log into Quickbase and in My Quickbase, select Goal Actions• Once Dashboard comes up, click on Add A New Record (top right side of page) • Person = Caller Name • Business = REB • Status = Completed • Client = Choose the client you did the work for. • Work Type =  Calling Buyer/Seller Leads• Manager = Choose the manager you are working for – Calling team it’s Sherilyn

Faulhaber TL• Description = Enter in a detailed description of the work you did • Details= list each date and # of hours worked for date• Quantity = total # of dials for week • Total Hours = total # of hours for week • Date Started = date of beginning of week or first day worked that week. • Date Completed = date of the end of week or last day worked that week.• Project = Calling

Your Goal Action is your weekly invoice to the Client you worked on.

This is how you will get paid. For the week that you are working you can keep it at Pending in Status then change to Completed once the week or project is over.

• Person: Your Name ( if you don’t see your name let your Mentor know ASAP.

• Business is: REB ( Real Estate Business)• Status: Pending if not yet completed or

Completed once done. • Client: The Client you did the work for. • Work Type: Calling-Buyer/Seller or type of calling

this was. • Manager: Calling Team Lead is Sherilyn Faulhaber

she is the manager for all Calling team items.• Description: Brief and to the point. • Details: Break down what you did on what day

throughout the week. • Details Website: Not used for Calling. • Date Started: Beginning of week• Hours Worked: Total hours listed• Date Completed: Date end of hours. • Quantity: Total number of dials. • Project: Whatever project – in this case Calling.

Rest we do not use.

Remember during training we are here to help. Please ask contact your trainer if you have any questions or need any clarification on any items.

Remember to give yourself time and be patient as with learning anything new you may get frustrated or confused. We are here to help.

Remember to have fun! Lifebushido is a fantastic opportunity to let your skills shine!

Welcome aboard and remember to smile!

Good Luck!

Remember to bookmark this slideshowFor future reference.

Thank you!