Page 22 - Agent Handbook 9.14.21

APPOINTMENTS:

1. When setting an appointment on a new lead that is assigned to you, you are the primary, so you
get the show and sold on the profile.
2. When setting an appointment on a lead that was not assigned to you, you need to log the call by clicking
the phone option on the top bar and noting inbound call the date and time.

3.
4. Key notes that are important here: If the guest calls in and asks for another Agent you MUST make the
attempt to reach said Agent. If Agent is not available, then you MUST help the guest in the interim. Do not take a
message or say they will call you back. Then if you get it, you set it.
5. If Agent does not answer, then you will log the call and then click the schedule button and use the drop-
down to schedule an appt for the date and time. You will then send the email appointment
confirmation immediately and then check the box to confirm. You will get the appointment show however unless the
PRIMARY Agent has negligence on the profile, or the lead has been sitting for longer than your team's allotted time
then they will remain primary. If there is negligence, then you can have primarily changed to you and that will be
done through Agent Assistance.

6.
7. If Agent does answer, then you will transfer and then still log the call and note transferred no appt to be
made by you.
8. All appointments must have an email confirmation sent if there is an email attached to the profile and must
have the box checked to validate.

9.

10. All Appointments must be confirmed day of or night before. It is the Agents responsibility to do so. If you
are not going to be in due to being out or off, then it is your responsibility to have another Agent follow through
with the guest to confirm they will be in.

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