Weichert Lead Network Team MeetingMarch 2011 Insert Lead Specialist Coordinator Name Insert Manager Name Insert GSM Name
WLN 2011 Update Weichert Difference Key Actions for WLN Calls How Are We Doing? Partnering With Your GSM Recognizing Top Performers Welcome New Team Members Up-and-Coming Activities and Q&A Agenda
2011 Update We are happy to announce that Weichert.com was ranked again 19th most popular real estate site by Hitwise for the month of January! • It’s the first time Weichert.com has beaten Century 21 for the entire month! • We also beat Coldwell Banker, Keller Williams and Long and Foster. • In January Weichert.com had over 3.5 million visits. • It was also interesting to see that Realtor.com slipped to #3.
Growing Opportunity 56% Increase in Lead Volume over 2009!
Top 5 real estate sites: • Yahoo! Real Estate • FrontDoor.com* • Realtor.com • Zillow • Trulia * Frontdoor.com is owned by HGTV, their spike in traffic was due to the Dream Home giveaway.
2011-January Hitwise rankings Weichert.com made the Top 20!
Weichert.com Traffic • Over 33 million visitors 2010 • Over 500 million page views 2010 • Over 3.5 million visits in January 2011 • Average 100,000 + visits per day • Average of over 1.6 million unique visitors per month • Average 16 minutes per visit* *outpacing most competitors by nearly double! Stats as of October 2010
Weichert Difference Key Actions • Greet and Smile (Warm, friendly, likable. Introduce yourself again.) • Confirm name and contact info. (Use their name during the conversation.) • Ask, Listen and Learn • Show What You Know • Close (for an appointment or follow up call)
Let’s Listen to Them in Action • It is an actual recorded WLN call • The call was shortened and segmented to illustrate the Key Actions • You will hear only the Associate’s dialogue part of the call • Keep in mind everyone has their own style and approach, keep focused on the Key Actions
All 5 Key Actions Demonstrated Hi, Amy. How are you doing? . . . Good morning! So you’re interested in . . . Before we go any further, Amy. Could I get some contact information just in case we get cut off? So is it just the two of you? Do you have a family? . . . So we’re looking for a nursery school as well? Tell me what your dream house would be . . . Alright, so let’s start . . . Stamford is . . . I will send you directions to my office . . . Shall we say 10:30 on the 2nd?
Call Recap • It started with a friendly greeting and the Associate confirmed the property that was being called about. • Contact information was confirmed in case they got disconnected . This was done without asking the customer to repeat ALL of the information gathered in the screening. • The Associate quickly engaged and built rapport by asking “Tell me about your dream house…” • She confidently demonstrated that she knew the property and the neighborhood. • Appointment was set to meet in the office.
A Closer Look at Key Actions… • Ask, Listen and Learn • Show What You Know • Close (for an appointment or follow up call)
Does your question . . . Elicit more than a “Yes,” “No,” or short answer (like 4 bedrooms or XYZ Town)? Cause the customer to think, compare or prioritize? Engage the customer in a conversation? 3. Ask, Listen and Learn
Let’s check it against the criteria for an “engaging” question: Elicit more than a “Yes,” “No,” or short answer (like 4 bedrooms or XYZ Town)? Cause the customer to think, compare or prioritize? Engage the customer in a conversation? Test Question #1 How long have you been looking?
Let’s check it against the criteria for an “engaging” question: Elicit more than a “Yes,” “No,” or short answer (like 4 bedrooms or XYZ Town)? Cause the customer to think, compare or prioritize? Engage the customer in a conversation? Test Question #2 What is your timeframe and what is most important to you about this move?
Let’s check it against the criteria for an “engaging” question: Elicit more than a “Yes,” “No,” or short answer (like 4 bedrooms or XYZ Town)? Cause the customer to think, compare or prioritize? Engage the customer in a conversation? Test Question #3 What is it about this house that attracted you? TIP: Make this your standard first question.
There are several ways you can do this on your WLN lead calls… Confirm that you have seen the property they are calling about and share some details about it that they cannot get from the computer. Demonstrate knowledge about the area or the market. Share a quick, relevant, authentic personal anecdote. 4. Show What You Know
Genuine (it’s real, not made up) Emotional, compelling, engaging Memorable Crystallizes your value in the home buying/selling process Relates to the customer’s situation Tips for Using a Personal Anecdote
Example of a Personal Anecdote Call Scenario: You have not previewed the home the WLN customer is calling about but you’ve have sold homes in that town and you are familiar with the school they are interested in for their children. Show What You Know: Yes, I’m very familiar with Brower Elementary School. I sold a home on State St. to a family moving to the area for the school system. I just met up with the family at the town festival. They are very happy in their new home and their daughter loves her new school.
The Power of Personal Anecdote • In the sample we just read, how long did it take? • What did the customer learn about the agent? • How do you think it will make the customer think/feel about working that agent?
If All Else Fails 5. Close for the Appointment Best Good • An appointment is set at the buyer’s home Good Too Optimal • An appointment is set to meet the buyer at the property
Top Two Deal Killers When on the phone with a buyer prospect: Offer toe-mail them some listings and give them a call back next week OR wait for them to call you. Stall on setting the appointment with the buyer because there are no showing instructions, so you have to check with the listing agent or seller first.
Offer to Email Listings & Call Back Reasons NOT to do this … • Every other agent is offering and doing this same thing.Be different and offer them more. • It will likely just end up in a follow-up/call-back chase that will lead to nothing. Who’s been there, done that? • There are better ways to take a temperature check on this lead. For example, their willingness to come meet you at your office is a sure-fire sign they are serious buyers. • Actual buyer feedback - “No, please don’t just e-mail listings. I can search online myself. I’m looking for an agent who can better guide and assist me.”
Stall Appt. to Check w/ Agent What is the likelihood that you WILL be able to show the property at that time you initially set with the buyer? VERY LIKELY! Go ahead, set the appointment with the buyer!
What is Your Best Close? What’s your best “close” – the one that gets them to act and confirm a meeting with you?” • Team brainstorm for 3 minutes • Flipchart responses • Type your team’s best close into the “Questions” prompt on the webinar toolbar Optimal
Weichert Difference Key Actions Initial point of contact makes or breaks the sale!
Now’s the time to sign up for WRN! Improve Club and Circle of Excellence Award levels! Mikella Layton- Director of WRN Sales firstname.lastname@example.org or (973) 898-8623 Call Today! • WRN Reminders • Rental leads can be received 2 ways: • Call Center Contact to Cell Phone • Directly from web to your portal*Check Portal Frequently!! • Leads and Call contacts do no impact WLN scores! • While high Conversion is your goal, Rental Agents are not subject to WLN Success Standards!
www.Youtube.com/weichert WLN on Youtube!
Weichert.com Facts Top 5 for broker sites.* Top 19 for real estate sites.* Average of 100,000 + visits per day.* 2-3 million visits per month. Combined, office Web sites get up to 300,000 views per month. Combined, Agent Profile Pages can get up to 300,000 views per month. Customers spend on average more time per visit on Weichert.com than on Century21.com, ReMax.com and ColdwellBanker.com. We run over 1 million keywords on major search engines. *Source: Hitwise
Conversion Rate:(fill in office conversion rate) Portal Updates: (fill in office status on portal updates: 80% of us are up-to-date) Contact Rate: (fill in office contact rate) How Are We Doing?
Closings: (fill in # of closings with WFS for previous month) Success Stories: (fill in success stories of partnerships between Lead Specialists and GSMs, highlight ways GSM can help LS get business) Partnering With Your GSM
(Insert photos and bullets about office Lead Specialists who have Highest Conversion, Most Improved, a Success Story) (Add another slide here if needed) Recognizing Top Performers
(Insert names of new Lead Specialists joining the team) Welcome New Team Members
Next Call Session: (Fill in date and time of next call session) Training Session: (Fill in dates and times of training sessions in office) (Fill in dates, times and locations of other events that could help Lead Specialists build their skills) Up and Coming Activities
Some benefits you will enjoy include: New business. Opportunities to build a lifetime of referrals. Continuous training and support to help you close for the business successfully. Join the Lead Network Team! Talk to me after this meeting for more information on how you couldsign up as a Lead Specialist.
Lead Network...Get Certified! Three Online Training courses on Weichert U. Understanding the Internet Consumer Working with Internet Consumers Succeeding with the Weichert Lead Network
Questions & Answers • To be filled in by Lead Coordinator or Manager