“There is one, single, overriding message when it comes to contacting leads generated from online lead sources. Every

1. Internet Lead Response - Best Practices “There is one, single, overriding message when it comes to contacting leads generated from online lead sources. Every second counts.”

2. Internet Lead Response - Best Practices When Does Initial Call Result in Contact – Hour Analysis You are 10 times more likely to reach a lead if you call in the first hour than if you wait an hour. * Source: InsideSales.com / MIT Lead Response Study

3. Internet Lead Response - Best Practices When Does Initial Call Result in Contact - Minute Analysis Your odds of connecting with a lead in the first 5 minutes after they submit their information is 5 times higher than if you wait just 5 more minutes and it then continues to drop at alarming rates. * Source: InsideSales.com / MIT Lead Response Study

4. DAY 1 • Accept the lead and call the prospect immediately if at all possible. • If you do not make contact on the initial call, plan to call 3-4 times in that first hour and up to seven times the first day (depending on what time the lead comes in) • Do not leave a voicemail today, attempt to make contact with the live person at all costs. • If you have not made a connection by days end, add the lead to the LeadRouter action plan “Buyer Lead – First Contact” BEFORE THE END OF THE DAY. This will send your next two follow-up emails automatically. Internet Lead Response - Best Practices • Accept the Lead • Call 3-4 times first hour • Add to Leadrouter if no contact made • No Voicemails

5. If you didn’t use LeadRouter, Send an email to EVERY LEAD you received yesterday FIRST THING IN THE MORNING. The content of the email should be as follows: Hi!Thanks for requesting more information on one of our property listings yesterday.  I wanted to confirm that I have received your request and I have made a couple attempts to contact you by phone.I am available to provide you with more information or even to get you in for a showing on that property or any property that may be of interest.  Remember, I can show you any home, regardless of who has a yard sign up on the house, as I have access to all the homes for sale in our area.Thanks for your interest and I look forward to hearing from you. Call the lead between 8AM -10AM in the morning and leave a voicemail WITH NO CALL BACK NUMBER. In your voicemail, explain that you sent them an email and you would appreciate it if they could respond to the email with they get a moment. Something like… Hi, it’s Jane Doe from Better Homes and Gardens Rand Realty. I saw your request for more information about my listing at {PROPERTY ADDRESS} and just wanted to give you some details you won’t find online. I sent you an email earlier, please give me a call or respond to the email so we might connect. Thanks and have a great day. DAY 2 Internet Lead Response - Best Practices • Send follow-up Email • Call between 8am – 10am • Leave Voicemail with no callback number

6. It’s day three and you have yet to connect with this interested buyer. Good News! Stats show its best to take today off from contacting three day old leads. Focus on your new, two and four day old leads. DAY 3 Internet Lead Response - Best Practices • No Activity Required

7. Back to work! On day four, you need to make at least 4 attempts to reach your lead and the times that are proven to be the best times to connect. Don’t leave voicemails on day 4, just dial. The most common times for reaching contacts are: 8AM – 11AM 4PM - 6PM Be sure to try each of your leads at least once, preferably twice during each of these windows. DAY 4 Internet Lead Response - Best Practices • Call Twice between 8am – 11am • Call twice between 4pm – 6pm

8. If you signed your lead up via the LeadRouter action plan, we will send an email out on your behalf today reminding the lead we are trying to make contact. Content of Email: Hello again!I just wanted to let you know I am still available to fill you in on some more details of the home you asked about a few days ago.  If you are still interested, please give me a call, or simply hit "reply" to this email and let me know when would be a good time to connect. DAY 5 Internet Lead Response - Best Practices • Send follow-up Email

9. If you have not made contact with your lead by Day six, we recommend that you put them on the “Rand Buyer Sequence” incubating action plan on LeadRouteror some other method of incubation. Remaining top-of-mind with buyers who are in the early stages is important so that they find it easy to reach out to you when they are ready to make a connection with an agent. DAY 6 Internet Lead Response - Best Practices • Add to Leadrouter Action Plan

10. Internet Lead Response - Best Practices Below is an overview of the Established Best Practices for contacting internet leads for Rand Realty Day 1 Accept lead and call immediately. Call 3-4 times in first hour DO NOT leave a voicemail Send Lead follow up email with your phone number Day 2 Call between 8AM and 10AM If no contact leave voicemail with no callback number, just reference your email Day 3 Rest Day 4 Make two call attempts between 8AM and 11AM Make two call attempts between 4PM and 6PM Day 5 Send another email letting prospect know your are trying to make contact. Make 2 call attempts between 4PM and 6PM Day 6 Add Lead to the LeadRouter Action Plan of your choice to maintain contact.