Manage Incoming Calls

Question 1

Priority Requests

Answer 1

These calls demand agent’s immediate attention. This category might include repeat clients and buyers interested in high-priced properties. The assistant will forward these requests directly to agent and answer them as soon as possible, preferably within the hour.

Question 2

Personal Response

Answer 2

This type of call also requires a direct response, but is not as time critical. This might include potential customers who want to make an appointment or who have in-depth questions about the home selling process. Everyone who requests a personal response should receive one. The agent should, however, respond to these messages as quickly as time permits, by the close of business the same day, if possible. If for some reason the agent can not call back, the assistant can call back and cover for agent until the agent can make the call.

Question 3

Informational Response

Answer 3

The assistant can handle this type of call, which typically includes basic questions about agent’s services, general information about the community, and requests for a basic listing sheet (if licensed) and brochure about a property. Use our standardized forms for letters and materials that address frequently requested information - such as the steps involved in selling a home - for assistants’ use. Assistant to personalize letters with the requester’s name and address using a mail-merge feature. The assistant can set up an automated response feature in agent’s e-mail to send some types of information in response to certain key words in the subject line.