Rent-to-own

Question 1

(REBUTTAL) I’m no longer interested in Rent-to-own

Answer 1

So you’re not planning on moving? What changed your mind? May I ask what do you feel is holding you back?

Question 2

(REBUTTAL) I’m looking to rent/an apartment

Answer 2

May I ask why are you looking to rent instead of owning your own home? wait for response well there are many benefits to owning, first rent can increase every 6 months and your mortgage will always be the same. Building equity to use for whatever, and not having to deal with a landlord.

Question 3

(REBUTTAL) I need to move by(1 month or less)

Answer 3

Clients normally see results quickly and remember you will still have to search and find a new home, set up a viewing, negotiate contract and move in, so it is not something that you can do overnight.

Question 4

(REBUTTAL) Homes in my area / are there homes in specific area / where are these homes located / Type of home?

Answer 4

It depends on the market, there could be a couple or there could be a couple dozen, it just depends on when you are looking and you can also search by zip code with your link.

Question 5

(REBUTTAL) Any other questions about homes/house/contracts of house/details about houses

Answer 5

That is a great question for the homeowner. Every contract is different but you will be able to discuss that with the homeowner.

Question 6

(REBUTTAL) Section 8 / Government Housing / HUD / Vouchers / Can I use a certain loan?

Answer 6

Some homeowners may accept that. You must talk to the homeowner about that.

Question 7

(REBUTTAL) I was just looking or browsing / I am not ready to move right away / I am not ready to get started

Answer 7

I understand but I would love to give you some information and get the credit repair process started for you so that when you are ready, you are already 1 step ahead.

Question 8

(REBUTTAL) My credit is fine!

Answer 8

Okay, that is great! Do you know your credit score?
Below 700: There may actually be some negative items on your report and I would love to get you over to speak with a credit consultant to see if they can help you!
Above 700: Wow, that is wonderful! I’ll send you a link for listings and other great resources. Have a great day!!

Question 9

(REBUTTAL) What is the purpose of Credit Repair / I don’t think credit repair is necessary to repair my credit

Answer 9

There are two(2) reasons: First, sellers want to see that you are committed and know that you are seriously wanting to purchase. Secondly, you must qualify for the home, and repairing your credit is essential to meet today’s qualifications.

Question 10

(REBUTTAL) I am already working on my credit on my own or with someone else:

Answer 10

Okay, that’s great that you are actively working on your credit but homeowners like to see that you are working with the largest credit restoration company which is Lexington Law and I would still like to transfer you over to a highly-trained credit consultant, they may be able to get you a better deal.

Question 11

(REBUTTAL) I don’t want to work with Lexington:

Answer 11

I understand, we also work with Ovations. They are a Lending Tree Company. They do great work. Credit isn’t something that is restored overnight it does take some time, remember they are trying to restore or disprove any erroneous or derogatory items on your credit report.

Question 12

(REBUTTAL) I cannot afford credit repair / I don’t have enough money for credit repair.

Answer 12

There is going to be a fee but they are providing a service for you. The amount of money you will spend compared to the amount of money you will save is very substantial overall.

Question 13

(REBUTTAL) How much does credit repair cost?

Answer 13

I’m just a pre-qualifier for the program, they do have several different options that can fit your needs and I would like to get you transferred to the highly-trained consultant to go over those with you.

Question 14

(REBUTTAL) Can you see my credit score?

Answer 14

I’m just a pre-qualifier for the program. We work with a rent to own program that is designed to help people who are very serious about becoming homeowners that just don’t have a high enough credit at the time to qualify for a mortgage loan. What a rent to own program can allow you to do is to move into a home, even if you have some credit issues at this time, just as long as you are serious about improving your credit.

Question 15

(REBUTTAL) I worked with Lexington in the past

Answer 15

So, after working with Lexington and they removed all the items they could, is your credit where it needs to be to qualify for a mortgage loan?
IF NOT: We work with ovation as well. They are a Lending Tree company. They do great work!
IF YES: I understand, I am going to go ahead and text you a link for listings and some other great resources so be on the lookout for those! (Not interested AFTER rebuttal)

Question 16

(REBUTTAL) A call comes in with no form or name

Answer 16

Hi, this is YOUR NAME on a recorded line with Rent to Own Services. I show that you filled out a form looking for a new home. Is that right? Who do I have the pleasure of speaking with? TYPE THE CUSTOMER NAME IN AND PROCEED WITH THE SCRIPT.

Question 17

(REBUTTAL) Do I have to pay for the Link to Listings? / I don’t want to pay for the link to listings

Answer 17

You can use any resource at your disposal. You are not obligated to use the link to listings. We send you the link to help you out with the process.

Question 18

(REBUTTAL) Is this a SCAM?

Answer 18

Not at all, we have sent vital rent-to-own info out to literally thousands of folks just like you! Lexington Law is the largest and most reputable credit repair company in the US and has helped thousands of folks just like you repair their credit! You’ll also be receiving an email from us after our call and all I need to do is… GET BACK TO THE SCRIPT

Question 19

(REBUTTAL) Customer speaking SPANISH

Answer 19

Is there another adult in the home that is going to be on the house lease that I can speak to who speaks English?
IF YES: confirm the new adult’s name, ask if they are over the age of 18, and ask if they will be living in the home. If yes, the new adult is now your customer. The new adult must be read the script, qualified, and transferred.
IF NO: I understand. Let me go ahead and connect you to a customer service representative for further assistance.

Question 20

(REBUTTAL) I am having trouble using the links for listings. There are no homes on the link / any questions about the link for listings

Answer 20

I will get you connected to our customer service department. Please remain on the line.

Question 21

(REBUTTAL) I would like to see the link for listings before talking to you.

Answer 21

I understand. I’m going to go ahead and text you a link for the listings and some other great resources so be on the lookout for those.

Question 22

(REBUTTAL) I was searching for a home for someone else. Not for myself.

Answer 22

Okay, is NAME OF PERSON WHO NEEDS TO MOVE there?
IF YES: get to the person who needs to move on the phone, change the form to their info, and proceed with the script.
IF NO: can you please have them give us a call back when they are available?

Question 23

(REBUTTAL) Translators for hearing/speech impaired:

Answer 23

I saw that you inquired about rent-to-own home options, is that correct? Great, I’m going to text you a link to listings and other great resources, so be on the lookout for that. DISPO AS NOT QUALIFIED.

Question 24

(REBUTTAL) Why are you calling from a local number?

Answer 24

We have a contract with our phone company that switches it to a local number so if you call us back it won’t charge you long distance.

Question 25

(REBUTTAL) Bankruptcy / Chapter 13 / Chapter 7

Answer 25

Okay, have you been discharged from bankruptcy for 6 months or longer?
IF YES: move on with the script
IF NO: at this time that is one of the qualifications for the program. Call us back when you obtain a discharge from bankruptcy for 6 months or longer and in the meantime, I am going to go ahead and text you a link for the listings and some other great resources so be on the lookout for those.

Question 26

(REBUTTAL) Where is your office located? Can I come to your office?

Answer 26

We are located in Fitzgerald, Georgia, but we help customers in several parts of the country. Depending on the market, there could be a couple or there could be a couple dozen, it just depends on when you are looking.

Question 27

(REBUTTAL) NOT INTERESTED AFTER REBUTTAL:

Answer 27

I understand. I’m going to go ahead and text you a link for home listings and some other great resources, so be on the lookout for those!

Question 28

(QUALIFYING QUESTION) IS YOUR HOUSEHOLD INCOME ABOVE $1500 PER MONTH?

Answer 28

IF YES - proceed to the next question
IF NO - at this time that is one of the qualifications for the program. Call us back when you obtain a household income above $1500 and in the meantime, I’m going to go ahead and text you a link for the listings and some other great resources so be on the lookout for those.

Question 29

(QUALIFYING QUESTION) DO YOU HAVE AN ACTIVE BANK ACCOUNT OR USE CREDIT OR DEBIT?

Answer 29

IF YES - proceed to the next question
IF NO - at this time that is one of the qualifications for the program. Call us back when you obtain that active bank account or use credit or debit. In the meantime, I’m going to go ahead and text you a link for the listings and some other great resources so be on the lookout for those.

Question 30

(QUESTION BELOW QUALIFYING): DO YOU FEEL THAT CREDIT IS ONE OF THE THINGS HOLDING YOU BACK FROM GETTING INTO A GREAT HOME?

Answer 30

IF YES: proceed to the next question.
IF NO: Okay, that’s great! Do you know your credit score?
IF IT IS BELOW 700: There may actually be some negative items on your report and I would like to get you over to speak with a credit consultant to see if they can help you!
ABOVE 700: wow, that’s wonderful! I’ll send you a link for listings and some other great resources. Have a great day!!
(“my credit is fine rebuttal”)

Question 31

(REBUTTAL) The customer has already found a home

Answer 31

Wonderful! Have you moved in yet?
IF NO: Let’s see if we can get you qualified to speak with a credit consultant who can make sure you don’t have any negative items that could hold you back from getting a loan.
IF YES: let’s see if we can get you qualified to speak with a credit consultant who can make sure you don’t have any negative items that could hold you back in the future.

AFTER READ THIS: now I just have a couple of questions to see if we can help you out today.

ASK QUALIFYING QUESTIONS

now as we discussed earlier, your credit looks like it could still hold you back. So, I would like to help take the first step by getting you on the line with a credit consultant at Lexington Law/Ovations to see what they can do to help you with your credit. Of course, we cannot guarantee you a higher credit score, however, they may have the ability to work to remove and dispute any inaccurate negative items on your credit history.

** RESPOND ACCORDING TO SCRIPT AND PROCEED WITH TRANSFER **

Question 32

(DISPOSITION) Not Interested

Answer 32

Only use it when the customer says they are not interested, you ask probing questions to understand their situation and use all the rebuttals you can, and the customer is still not interested. You have to try your best with all rebuttals before choosing this disposition!

Question 33

(DISPOSITION) Does Not Qualify

Answer 33

If they do not qualify due to qualifying questions (income is less than $1500 or they do not have an active bank account or use credit or debit).

If they do not qualify due to bankruptcy (they must be discharged for 6 months or longer).

If they have already found a home and do not agree with the rebuttal.
If they filled the form out mistakenly (for example: Stephanie filled out the form with her information but, her sister Hayley is the one who needs a home).

If they have a translator(sign language/no one to meet qualifications via Spanish Speaking rebuttal).

If their credit score is above 700.

Question 34

(DISPOSITION) Wrong Number

Answer 34

When the person on the line says you have the wrong number. Confirm that the person speaking knows who you are calling for and why. This also includes when the number is no longer in service.

example:
Me: “Hi, Jennette?”
Person: “No”
Me: “Sorry, I was looking to speak with Jenette Davidson, she filled out a form looking for a new home. This is the wrong number for Jennette?”
Person: “Yes, sorry.”
Me: “No worries! Have a great day”

Question 35

(DISPOSITION) Hang Up In Transfer

Answer 35

If the call is disconnected during the transfer. Manually call the customer bank right away!

If they answer, apologize for the disconnect and proceed with personal conversation and transfer.

If they do not answer: DISPO as Answering Machine.

Question 36

(DISPOSITIONS) Sent to Customer Service

Answer 36

If a customer calls back about listings (did not receive link, having issues using the link, not seeing houses on the link)

Every customer who is currently working with Lexington

Spanish Speaking customers get sent to customer service or if you are not successful with rebuttal.

Question 37

(DISPOSITION) Do Not Call

Answer 37

If the customer is angry. They say things like “Do not call me!” or “Put me on the Do Not Call list” or “Take me off the list” (If your customer is NOT being rude, always politely try rebuttals!! Kindness goes a long way!)

Question 38

(DISPOSITION) Answering Machine

Answer 38

Use this dispo if you connect to someone’s voicemail box or answering machine!

If you feel like a customer answered, but you are not hearing anything, call their name 3 times and wait 15 seconds!

Question 39

(DISPOSITION) Call Back Later

Answer 39

If the customer is busy or gives any reason why they cannot talk at the moment. Let them know that you would be glad to have someone call them back later!

If the customer disconnects during the script or anywhere other than during transfer disposition as Call Back Later.

When in doubt always choose Call Back Later!!!

Question 40

(REBUTTAL) I am currently working with Lexington

Answer 40

I will get you connected over to our customer service department. Please remain on the line.

Question 41

(REBUTTAL) Any other questions about credit repair / Credit Scores / Lexington / Ovation

Answer 41

I am just a pre-qualifier for them. But that is a great question to ask the credit consultant when I get you over there.

Question 42

(REBUTTAL) I have no credit at all

Answer 42

Many of our customers have negative items on their credit that they are not even aware of. I would still like to get you over to a highly-trained consultant to see if there is an item that could hold you back from getting into a home.

Question 43

(REBUTTAL) I am not interested in repairing my credit / I do not want to repair my credit

Answer 43

So, you’ve already looked into credit repair? What do you feel might be holding you back?

Question 44

(QUESTION BEFORE QUALIFYING) Now, are you interested in improving your credit if it meant it could help to get you into one of these homes?

Answer 44

IF NO: so you’ve already looked into credit repair? What do you feel might be holding you back?
(NOT INTERESTED IN CREDIT REPAIR REBUTTAL)

Question 45

(CUSTOMER QUESTION/SCENARIO) “I don’t have very much money left over after I do what I need to do every month. That’s why I haven’t started working on my credit yet.”

Answer 45

There is going to be a fee but they are providing you with a service. The amount of money you spend compared to the amount of money you save is very substantial overall.
(I CANNOT AFFORD CREDIT REPAIR REBUTTAL)

Question 46

(CUSTOMER QUESTION/SCENARIO) “I need a 2 bedroom place. It’s just me and my son so something small is great. Even a mobile home would be fine!!”(TYPE OF HOME)

Answer 46

It depends on the market, there could be a couple or there could be a couple dozen it just depends on when you are looking and you can search by zip code with your link.
(HOMES IN MY AREA/TYPE OF HOME REBUTTAL)

Question 47

(REBUTTAL) Prices of homes (per month(rent) or Down Payment)

Answer 47

It is going to be a case-by-case situation. It will depend on the size of the home, the location of the home, and the type of home that you are looking for; such as bedrooms, garages, yard, etc.