ISC Test Flashcards
Lennar SA sells new homes from the low $____s to the $____s.
Low $100s to the $400s
List Lennar SA main markets.
San Antonio
Texas Hill Country
Corpus Christi
List Lennar SA sub-markets.
Seguin
Bulverde
Kerrville
Fredericksburg
Pleasanton
Jourdanton
Corpus Christi
Converse
Cibolo
St Hedwig
Marion
New Braunfels
How does your team know you’re check in for the day and which lead source you’re working?
Teams updates
When should I submit my time in workday?
Every Friday
List all places you can find our community information. Ex: tax rate, HOA, school district info, service providers, etc
Community info sheets in BOX
Community Info Cheat Sheet (Google Drive)
Community Pages on Lennar.com website
How can you reference the location of an upcoming community that is not yet on Lennar.com or google?
Marketing Calendar Invite
WHC Install/Retro tracker
Which lead types can be found in the LennarSanAntonio@lennar.com inbox?
Voicemails
MLS
SMS
General Inquiries
Customers receive a touchpoint survey after their first ISC engagement. What specifically does the survey ask them to score the ISC engagement on?
“Based on your recent interaction with our ISC, how likely are you to recommend Lennar to a friend or family member?” 1-10 | Net Promoter Score - Detractor, Passive, Promoter
“Tell us about your experience, what went well and/or what can we do to improve.”
Can you edit your days on/off on the ISC Schedule without approval?
No
How much notice is required for a vacation request?
30 days / 1 month
Which two reports are the same for AM/PM shifts?
Checking Sales
AM: 8pm-8am
PM: 8am-8pm
List the AM reports and the value that report adds to our team workflow.
A Report - Check sales from 8pm-8am
List the PM reports and the value that report adds to our team workflow.
A Report - Check sales from 8am-8pm.
B Report - Follow up with no shows, cancels, unmarked appointments from yesterday.
When do you work your own SMS notifications?
ISC’s work their own SMS notifications as they come in throughout the day.
Who works your SMS notifications when you are off?
ISC assigned to phone and SMS. If there are multiple ISCs on that schedule block, they need to communicate to decide who is covering what.
When checking sales, should you check sales reported with an ISC, without an ISC, or both?
What are you checking?
Both
Check that the ISC responsible for the sale is listed on the opportunity in SalesForce. Search name, email, and phone numbers for every contact record attached to opportunity to verify whether an ISC assisted with the sale.
Name the highly regulated states for the SA division.
New York
Connecticut
Puerto Rico
Which registration state allows ISCs to send info on the specific community the customer inquired on?
New Jersey
What is Blend? How would you use it?
A digital mortgage prequalification application. NHC’s can use the BLEND button in Salesforce to send to a prequalification app to a customer, if they are interested in pre qualifying. (just for NHC’s)
What is Verse?
Verse is an AI qualification resource used to gather detailed info from leads before they make it to the ISCs. This saves ISCs time and provides rich info to help the ISC make the best first engagement.
What does “qualified” translate to in regards to a “qualified” Verse lead?
“Qualified” translates to customer answering yes to both; “are you in the market for a home? “Are you in our price range?”
What does “reserved” mean for a homesite in SF?
If a homesite is “reserved”, it is not available for sale. Leadership has it on hold.
Who is Alex?
AI personality used to engage with the customer in chat/sms like manner to work through qualification questions.
What is the Homebuyers Solutions Group (HBSG)?
A Lennar Mortgage program that helps customers build up their credit to qualify for a Lennar home.
How should you go about connecting a lead to enroll in the Homebuyers Solutions Group?
Work through normal discovery and set up an appointment for them to meet with an NHC. The NHC will connect the customer with their assigned Lennar Mortgage Loan Officer.
What does each homesite status mean on Lennar.com?
Move-In Ready - If the homesite is for sale and the construction completion date is within 45 days or less from today.
Under Construction - If the homesite is for sale and the construction date is 45 days or more from today.
Coming Soon - if the homesite is NOT for sale yet, and it’s the first in the release sequence that VP of Sales sets (release sequence follow the homesites that will be available first).
Future Release - plans that currently are not assigned to any homesites, and they DO NOT fit into Coming Soon, Under Construction, or Move-In Ready categories.
Where can you find included features on the website?
Plan page
Homesite page
Where can you find virtual tour plan links on the website?
Plan page
Homesite page
Where do you go in SF to find new and untouched leads?
PQ1 - New Inbound
PQ5 - Applied with Lennar Mortgage
What are some discovery questions you should touch on during your initial conversation with a new customer?
Name
Phone
Email
Initial Inquiry
What has you searching for a new home?
When are you aiming to move in to a new home?
Area of Interest?
What is important to you in your new home search? Important features: bed/bath. school district, amenities, etc. price point.
Have you already been pre-approved?
Are you working with a realtor?
Is there anything else you would like us to know as we help you narrow down options?
What info do you need to make sure you document when speaking with a realtor?
Same discovery Q’s + customer name
What options does a customer hear when they call our ISC line and reach our menu?
- If you are looking to purchase or have questions about your current purchase.
- If you are a Current Homeowner
- All other inquiries.
What would you say to someone who says the are just contacting us for information and will go out to the community on their own when they have time?
“Our New Home Consultants can sell in any community across the city, so, to ensure that someone is there to assist you when you arrive, we set visits by appointment. We would never want to waste your time and have you arrive without someone available to assist. Are you available today or tomorrow? Morning afternoon? 3pm or 5pm?”
If a customer says they do not have a community preference but would like to visit a community, what should you do?
Continue to ask discovery questions to determine the best community to set their appointment at. Price point? Plan needs? School district? Current Location?
We should never send a mass “no community preference” request to all NHC’s.
When should you offer a phone appointment?
Why?
When the customer will not commit to (in this order):
1. WHC in-person appointment
2. Virtual Tour appointment (out of city/state)
3. Live transfer
4. LAST OPTION - phone appointment
They have low conversion rate. Missed time blocks by NHCs, missed calls by customers.
What steps should you take to distribute an appointment through scheduler?
Click on “Schedule Appointment” on the right above activity.
Select the “Appointment Type”: initial visit, Phone appointment, Virtual tour, Digital Sales Presentation.
Select the community on the drop-down, enter your notes, then scroll down to the appropriate day and select the time of the appointment.
NOTE: scheduler only shows 10 days out.
Click save
What steps should you take to distribute an appointment manually?
Go to the Up Dashboard in Salesforce.
Find the HUB that community wants to visit and check the calendar of the NHC with the least number of ISC Appts.
Make sure the NHC is available at the appt time and manually schedule it for that NHC. If that NHC is unavailable at the appt time, check the next one up.
Click on “create event” at the top of Activity, change “Assigned to” to the NHC.
Select “Type” (initial visit. phone appt, etc).
“Add ISC - Initials - Appt Type “ in the subject, enter a community, select day/time, add notes. Click Save.
In what cases would you set an appointment manually instead of through Scheduler?
If the customer is on their way to the community (30 min or less away), before/after hours, reschedule, or for Spanish speaking customers.
How long should you wait for an NHC to respond to an appointment request via chatter?
No more than 15 min, if you find 15 min is appropriate to wait fo the appt time. If it is not, it is your call.
If a customer wants to visit 4 different communities throughout the city, how many appointments would you set?
ONE = make note of the communities/plans the customer is interested in for the NHC.
Explain the ISC to NHC warm-handoff.
No matter the type of appointment (in person, virtual, phone, phone transfer) ISC will confirm the community name, date/time of appt, and NHC Name with the customer. ISC will include all discovery notes in the comments section of the appt so NHC has all info.
Why is a warm handoff necessary?
A warm-hand off creates confidence for all involved: ISC, CUSTOMER, NHC. Clear instructions and connection provides assurance that the customer knows exactly what is coming next, where they are going, and who will be guiding them. It creates a positive customer experience.
What is your next step after you successfully live transfer a call?
Set phone appointment with NHC.
When setting any type appointment, how should you label the appointment “subject”?
ISC - INITIALS - APPT TYPE
Which 5 appointment types can you choose from when setting an appointment in Salesforce?
Initial Visit
Digital Sales Presentation
Phone Appt
Be-back
Meeting
Regarding Schedule:
What logic does Schedule use to determine who to assign an appt to?
- NHC available @ appt time.
- NHC with the least # of ISC appts over the past 2 days, today, and the next 6 days.
- NCH with ALL past ISC appts with status updates (EX - completed, no show, canceled, rescheduled)
Regarding MLS:
Where can you find the password to log into MLS?
Google Drive - ISC Passwords
Regarding MLS:
What steps do you take when the home requested is “sold” in SF?
FIRST, search to see if there are similar homesites available and call the realtor to let them know the home they requested a showing for just sold, but we have another of the same plan or a similar plan available and would still love to schedule you for a visit. Once they confirm they would still like to go out….
THEN decline the showing, include a note stating we will schedule the appt for the available home discussed since this one sold, and set the appt in Salesforce. Be very clear with the Realtor on next steps.
In what situations would you decline a showing?
If the home is sold, closed or if the appt is outside of community hours.
If the requested showing time is outside of our community hours, what are the steps to take for that showing?
Use the link in the request email and propose a new time.
Enter proposed new time notes and then hit decline.
What is Metric 1 measuring?
The % of Qualified Lead Engaged within 3 days.
What is Metric 2 measuring?
Team Average Quality Score
What is Metric 3 measuring?
Response Time in Minutes (same business day)
What is Metric 4 measuring?
Inbound Call Response Rate (% of Inbound Connected Calls)
What is the difference between a lead and a contact?
A lead is a customer in our CRM (SF) who has not yet visited our WHC.
A contact is a customer who has completed a visit with an NHC in person at our WHC or via Virtual WHC tour.
What is an Opportunity?
A record created by the NHC after they complete an in person or virtual appt. They will convert a lead to contact and then create and link their record to an opportunity in the community.
Where do canceled opportunities appear on a homesite record in Salesforce?
Related Tab on the homesite record.
WHC Operating Hours?
Monday-Saturday 10am-6:30pm
Sunday 12pm-6:30pm
Which communication skills can you use to move forward through discovery with a customer?
Empathize
(clarifying) Questions
Service Promise
Permission to Question
Motivation Question
Respond
Assume the Appt
Close (Schedule the visit/make a perfect handoff)
Please list the four sections of the call framework.
Make a friend.
Control the conversation.
Schedule the visit.
Make a perfect handoff.
