Page 14 - Full Agent Handbook (PRINT)

Customer Service Calls

1. Reasons To Call– Have a reason to call that adds value to the customer

 Sellers – update

 Under Contract - update

 Active Buyers– update

 Recent closed customers– do you need anything

 Referral sources– thank you and update on progress
 Anniversaries- “Guess what we were doing seven years ago this week”

 Birthdays

 Tickets and give-aways

 Annual market update

 Thinking of you, Congratulations

2. F.O.R.T System– Rapport Building/Negotiating/Prospecting

 Family

 Occupation

 Recreation

 Travels

3. Five Step Calling Process

 Salutation

 Look for common ground– FORD
 Purpose of my call

 End on common ground
 Three to five minutes max