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Flex Program | Oz Group

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The customer experience on Zillow

I am interested in 3771 Mountain Vista Dr, Seattle, WA

johnsmith@gmail.com

123-456-7890

In Flex, there’s no change to how �you’re being connected to home buyers

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The connection process

If they’re ready, we connect�them to the right agent

If we can’t validate the lead, we assign them as a nurture lead

A customer makes an inquiry through Zillow or Trulia while viewing a listing

We contact the lead to confirm they are ready to speak with an agent

Now, as a refresher, here’s a quick review on how we introduce you to home shoppers in Flex

A buyer submits an inquiry online using Zillow or Trulia
We reach out within 5 minutes to find out if they’re ready to chat with the right agent in their area.

If we’re successful in reaching them…

We will create a connection by introducing the right agent to that home shopper over the phone through our intelligent matching system. And the awesome part about this is you are getting connected to home shoppers you are in the best position to convert, based on your experience.

To drive this point home, we are using your past sales to understand more about your experience successfully converting home shoppers in specific locations, so UPDATING PAST SALES IS CRITICAL
You can do this directly on your profile, or if you have a lot, we can do it for you. All you have to do is download our template, enter or copy your transaction info into it in the correct format. You can also send it to me and our team will resolve in 48 business hours (FlexPastSales@zillowgroup.com)

If we are not able to validate them…

We’ll send you an alert and assign you a nurture lead that you can follow-up with on your own.
These nurture leads will appear in your Premier Agent Inbox.

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Zillow reaches out with Flex connections

Save this phone number so �you know when Zillow’s calling �with a Flex connection

206-539-0456

Aim to answer 50% of these calls

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How do you receive the connections?

*No Cherry Picking

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Property Tour Connection

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When we survey your connections

1 hours

After initial �phone call

24 hours

1^st check-in during working relationship

15 days

2^nd check-in during working relationship

45 days

3^rd check-in

Clearing the slide: We’re collecting survey responses after 24 hour, 15 days, 45 days, and when you close.

First and foremost, we collect feedback through surveys sent ONLY TO YOUR LEADS AND CONNECTIONS at various points of your working relationship. This means that NO random individual will be be able to complete a survey through your Premier Agent profile or in any other way.

The first survey is sent 24 hours after we connect you. I know many of you might be thinking, why so soon? The reason why we’ve decided to send the first survey at such an early milestone is because we all understand the importance of that first impression, and how critical it is in setting you up for success. Many agents we spoke with as we built out this program told us that gaining insight on that initial conversation can be essential in helping adjust their sales approach.

We don’t want to just provide you feedback on one interaction. In speaking with hundreds of customers during months of research, the Zillow Research team uncovered that customers are not only looking for, but, more importantly, value different traits at different stages of the home shopping journey. We want to collect and share those insights to help you along that relationship.

Our goal is to provide you with a holistic view on your performance with customers from initial contact to close. This will hopefully allow you to gain a better understanding of how your sales approach is resonating with them.

Transition: Let’s talk about what the survey looks like…

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We ask your connections a few questions

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ALM

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LEVERAGE THE A-L-M FRAMEWORK

A

Appointment

“When would you like to see it?”

M

Motivation

“What interested you about these properties?”

“How long have you been looking?”

“When we help you find the right home, how soon can you move?”

L

Location

“What other properties would you like to see?”

Slide 8: Start with 3 key questions

Adjust your approach to focus on the person, not of the property, and you guide every conversation closer towards securing that first in-person appointment

Which is key! Because 7 out of 10 consumers end up working with the first agent that they meet with.

So, what does this strategy actually look like? It consists of 3 key questions.

First, your phone rings – it sounds obvious, but make sure you introduce yourself and your brokerage.

Hi, this is Kait Graettinger with Brokerage XYZ – how can I help you today?

Determine who you are speaking with and which property they are interested in. Then respond with:

Great, when would you like to see 123 Main Street? (after consumer shares the time) 🡪 Perfect! Let’s plan on it! I’m going to double check with the seller and get right back to you to confirm.

Get the Appointment – because remember that’s your goal
Pull the focus from the property and immediately place it on the appointment
This question puts you in control and allows you to not only gauge the consumer’s readiness to buy, but it also positions you as an agent that can make things happen for them.

Next, ask – In addition to 123 Main Street, what other properties in the area are you interested in seeing? We want to show you a few so that we can make the most of your time!

This will help you determine the location they’re interested in, because let’s be honest – no one looks at just one property.
And in the event that the property they are interested in is no longer available, you’ll then be prepared with other options.
Asking the consumer what else they would like to see broadens their focus – not only to the potential of other properties, but to the fact that you are there for more than just one listing. You’re there to help them with their home search as a whole.

Then round out the conversation by asking – What is it about these properties that interests you?

This will unpack their motivation and get the consumer to open up
This puts them at ease because, they know exactly what interested them in that home.

Maybe they have their first kid on the way so they like the extra bedrooms
Or maybe they just got a job in the area and they need a place close to their office

It’s a question that helps the process of building rapport and empowers you to position yourself as the agent that can get things done for them.

So that’s it – those are the 3 key questions that you should ask to change the focus of the conversation and push the conversation towards a face-to-face meeting.
Again those question are

When would you like to see it?
What other properties would you like to see?
And what interested you about these properties?

The easiest way to remember these is by thinking of the acronym A-L-M or ALM.

These questions will help you:

Set the appointment
Understand their location
And connect to their motivation for buying a home.

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START WITH A STRONG INTRO

“Hi ______, this is ______, with the Oz Group. I saw you highlighted 123 Main St on Zillow.com, when did you want to go and see that one TODAY?” JUST SET THE APPOINTMENT

“Great! What other properties would you like to see while we are together?”

“Wonderful, I’ll go ahead and set that up!”

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IMMEDIATELY TRANSITION TO NEXT QUESTION

“While I set that up, let me ask you - what did you love about this house?”

“Great, we can definitely find you a home with ______.” (This is what is important to them

“Just so I’m moving at your pace, do you have a definitive time you need to be in your home or are you flexible?”

“Awesome.”

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RECAP NEXT STEPS

Right after this call, I’m going to send you a text with my phone number so you know how to reach me.
I’m going to get back in touch with you in a half hour to confirm our appointment because I need to coordinate with the seller.
I’m going to pull up other homes that meet your criteria and I’m going to bring them to the showing with me
How does that sound?

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Transition to the CSAT Survey

Fantastic. I just wanted you to know, Zillow is going to send you a survey to make sure that I've addressed all of your questions and concerns. Have I done so?

PAUSE - allow them to say yes and confirm.

Fantastic!

They are going to send you that survey within the next 24 hours. If you could take two seconds to fill that out, I'd really appreciate it.

PAUSE - let them acknowledge before moving on

Perfect, thank you so much, again, my name is ______, premier agent with Oz Group, I look forward to seeing you on_______ (day) at _______(time). (you have to reintroduce yourself)

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Connection Call Scorecard