Who is Convert Wire?
Convert Wire is a real estate lead generation company based in the United States founded by Paul Conte and Jack Sory. Convert Wire provides real estate agents in the United States with high quality prospects (leads) whom they have the opportunity to do business with in the future. Real Estate Agents make money by assisting a home-seller or home-buyer in selling or buying a property and making a commission on the sale.
What is your job?
The job of a Caller is to call homeowners to see which ones are considering selling or buying a property and also open to speaking with our real estate agent. You are acting as the “assistant” for each agent you call on behalf of.
You will call by using a dialer called Mojo. Within Mojo, you will take notes on leads that are selling or buying, and also properly dispose of each contact so that our system stays organized. You dial into MOJO using something called Google Voice.
Calling Script - Please study this script. It will be the same for every agent, with just the agent’s name, lead’s name, and lead’s address changing for each call.
"Hi, Mr./Mrs. {last_name}?"
"Hi this is Ana with EXP Realty here in S tuart, how are you?"
"I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?"
If No:
Okay well, just curious would you ever consider selling it? [If no, ask if they’re considering buying any properties in the area. If yes: 1) why are you looking to buy? 2) type of home are you looking for 3) when are you looking to buy 3) What is your price range?
If Yes:
Q1: "When are you thinking about selling?"
Q2: "Why are you considering selling?"
Q3: "Have you made any improvements recently that could affect the value?"
Q4: And just to confirm, {address} is the property, correct?
Q5: "I'm assuming you're not committed to another realtor, correct?"
CLOSING
Well, I’m not an agent myself, but I work with an experienced agent in your neighborhood named Jillian Von Ohlen who is actually calculating the appraisal value of your home as we speak. Do you have any time to talk with Jillian tomorrow about your home?
[if yes] “Do mornings or afternoons work better for a call?” "Great, what time tomorrow [morning/evening] works best?"
"Got it. And would you mind providing me your email so I can get the conversation started with Jillian?"
Great! Thanks so much. Jillian will call you at [time] on [date.] Have a great day!
Close
Objections/Rebuttals
“Why are you calling me?” The realtor I work with has sold lots of homes near you recently and I was curious if you had thought about selling yours.
“Do you want to buy my property?/ How much are you willing to pay?” No, we aren’t interested in buying your home. But [Agent] may be able to help you sell your house to somebody else when you’re ready.
“Do you know someone who wants to buy my property?” I am not sure yet. You’ll have to speak with (Agent) about that. When are you free to chat tomorrow?
“Where did you get my number?” You know, our technology team pulled this list together for me. Somehow your number was associated with this address through public records.
“Stop bothering me”/ “take me off your list”/ [any angry or unhappy behavior] I am so sorry to bother you. I’ll take you off our list so you won’t be called again.
- Never share the name of our agent if someone is unhappy. Simply say you’re sorry and hang up the phone.
“Are you in [area]/Where are you?” I am actually in the Philippines. I work as a virtual assistant for [agent].
You try to set the appointment but they say no: I completely understand. When can (Agent) follow up with you in the future?
“I already know/have a realtor/real estate agent”: Oh I understand. Are you committed to them? (if they say yes, say thanks and hang up. If they say no, continue.)
Someone asks you how you are, how your day is going, tries to make conversation… - Make conversation! Be friendly, talkative, cheerful. Connect with the person. Make friends with them. The best callers do that. Still, make sure to lead the call and find out the information you need, and set the appointment, but acknowledge and respond to people who ask you questions or share personal information.
What do top performers do?
They use good tonality. Good callers emphasize words, slow down and speed up their sentences, and put emotion into their questions and comments. This makes the lead engaged and to want to speak with you. It also makes the whole conversation go more smoothly, and assures them that you’re not a regular telemarketer, you’re a real person who can provide them real value.
They have a very quiet working area (required.)
They have a noise-cancelling, wired, high quality headset (required.)
They have fast, reliable, high speed, wired internet (required.)
They mirror the tone of the person they’re speaking with. If someone is speaking fast and upbeat and very positive, you should be the same way. You all will get along. If they’re a little less energetic, maybe quieter, and more direct, you should match their energy there too. Good callers match the energy of the person they’re talking to. Why? Because people feel comfortable talking and sharing with those they relate to. And a large part of succeeding in this role and getting leads is taking that conversation past the opening question. It’s about getting them talking and having a friendly conversation.
They speak with clear english. Sounding as American as possible is very important. Speak with clear english. Pronounce words correctly. Work on improving your pronunciation and developing a more neutral accent.
They work hard.
They review their mistakes and calls, analyze their performance and strategize on how they can improve.
They ask questions! In the past, some callers have been nervous to ask us questions because they feel like they are bothering us. That couldn’t be farther from the truth! We love questions because it gives us an opportunity to teach you more. You can never stop learning, and we have been doing this for years and years and have lots of knowledge to share. There are no stupid questions :)
They are positive. Positivity is KEY to this job. The more positive you are, the better you will do. We know it can be tough to stay happy and positive when there are so many calls and inevitably lots of rejection. But focusing on the positive, working to improve, and actually smiling while you call can make big changes.
They are experts with MOJO and take great notes. We decide if a lead is a lead based off of your notes. The more detail you can provide and the clearer your notes are, the more likely your call will turn into a lead. And the more leads you get, the more goes towards your quota and the bigger the bonus you may be eligible for! Please, though, make sure to share every detail about your leads including the ones that might not make it worth sending to our agent.
Why do I want to be a top performer?
More money! - Top performers have uncapped earning potential with Convert Wire. They are eligible for bi-weekly bonuses, and promotions and opportunities within the company that lead to them making more and more money.
Free time! - Top performers get more paid time off.
Flexibility! - Top performers get more say in when and how often they work.
Choose WHO you work with - Top performers gain the opportunity to recruit other people they know to do the same job. They also become eligible for management or training roles if they desire.
How to work in Mojo
Select your calling list from the data and dialer section. Click the power dialer. On optional dialing filters on the left, make sure that it says “Not Dialed: Ever.” Select 3 lines dialing, 5 rings, and the proper caller ID that corresponds to the calling list. SElect the proper calling script that corresponds to the list. Click start power dialer and use Google Voice to call in and begin!
Taking notes…
Note taking should follow this format-
Who spoke to who? (say your name and the lead’s name)
When are they looking to sell or buy?
Why are they looking to sell or buy?
Do they have an agent?
When is the agent supposed to talk to the lead or follow up?
Any other details at all?
Is there any reason this might not be a lead?
Example of a good note:
386-569-3467
6.Cherry
1.Carlos Matias-3865693467
2.buying
3.He said that he is looking to sell his property to get money out of the house and to then buy bying a property with 3 bedrooms and 3 bathrooms within the next 3 to 4 months with a price range of 450k
4.They’re selling because they want to get money out of the house because it’s a hot market and they’re buying because they’re going to need someone esle to live
5.not working with anyone yet
6.Approved for a follow-up call tomorrow at 2 p.m.
7.email is truck479@gmail.com. I don’t see any reason why this won’t be a lead.
Keys To Success:
1. Following The Script
It is mandatory that you always say "Hi, Mr. Smith" OR "Hi, Mrs. Smith" depending if a man or woman answers the phone.
Under no circumstance should you ever change this first part. Sometimes callers pick up bad habits and start saying "I'm looking for Mr. Smith" or "Hi, Mr. or Mrs. Smith?". Please never ever change this.
Note: If you are the first person to talk when someone answers the phone, choose to say Mr. or Mrs. depending on if the person on file is a man or woman. If you say "Hi, Mr. Smith" and a woman says "Do I sound like Mr. Smith" or "I'm not a man", just say "Oh I'm sorry I didn't hear you say hello".
You should never change or alter the beginning of the script.. ever! This is extremely important. The beginning is as follows.
"Hi, Mr./Mrs. {last_name}? "
"Hi this is Ana with EXP Realty here in Salt Lake City, how are you?"
"I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?"
2. Avoid using too much repetition
Limit the number of times you say "Sir" or "Mam". This might seem like a polite thing to say or repeat to a homeowner but in the United States this sounds more like something a telemarketer would say.
Limit the number of times you repeat the owners name
3. Pronouncing Names and Cities Correctly
We have given you access in your user account under the "agent lists" tab to recordings of how to say a pronounce agents name, city, and brokerage. You should listen to these recordings every time before beginning to dial so you do not mispronounce their information.
4. Only saying the owners address in the beginning of the script
In the third paragraph of the script where it reads: "I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?" you will notice that where is says "your home on address" it autocompletes the address with their correct address on file.
For instance, [1231 Main Street] or [21-2342 Archer Lane] will be the format of the address on the script.
We would only like for you to say their street name.
So for the address [1231 Main Street] you would say "I was curious if you had considered selling your home on {Main Street} in the near future?" instead of saying the whole address.
5. If someone is upset or being rude, NEVER tell them where we are calling from or share our agents name or phone number.
This will only jeopardize our agents reputation.
6. If someone asks for our agents number let them know that our agent will just call them directly
Politely tell them you are their assistant and they have asked you not to share their number but they will give you a call back instead.
7. If someone says they are too busy to chat at the moment
If someone says they are considering selling but then says they cannot talk at the moment cause they are busy, jump straight into asking if our agent can reach out to have a quick call. Respect the fact that they are busy cause they are currently doing something.
There is a difference between busy cause they are doing something (like at work or in the store) and trying to push you off the phone cause they just don't want to talk.
8. If someone is a real estate agent themselves
Politely tell them to have a nice day and hang up.
9. After you have successfully booked an appointment where a homeowner provides email address, always confirm the email address.
If a homeowner says my email is john21@gmail.com then recite back, okay that was "j-o-h-n-2-1@gmail.com, correct?"
02
Official Seller Script
This is a sample "mock" seller call.
Play video
Official Seller Script:
"Hi, Mr./Mrs. {last_name}? "
"Hi this is Ana with EXP Realty here in Salt Lake City, how are you?"
"I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?"
If No:
Okay well, just curious would you ever consider selling it?
If Yes:
Q1: "When are you thinking about selling?"
Q2: "Why are you considering selling?"
Q3: "Have you made any improvements recently that could affect the value?"
Q4: And just to confirm, {address} is the property, correct?
Q5: "I'm assuming you're not committed to another realtor, correct?"
CLOSING
“Well I’m not an agent myself, but I work with an experienced agent in your neighborhood named Alan Gilliam who is actually calculating the appraisal value of your home as we speak. Do you have any time over the next few days to talk with Alan about your home?”
[if yes]
“Do mornings or afternoons work better for a call?”
"Great, what time tomorrow [morning/evening] works best?"
"Got it. And would you mind providing me your email so I can get the conversation started with Alan?"
Close
Here is an example of a tough call that was turned into an appointment:
This call transcript is an example of a successful seller appointment where the homeowner asks lots of objections.
YOU: Hi, Mr. {Smith}?
LEAD: Yes, who’s this?
YOU: Hi this is Ana with Premiere Plus Realty here in Marco Island, how are you?
LEAD: I’m good thanks, how can I help you?
YOU: I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {Main Street} in the near future?
LEAD: No not right now.
YOU: Okay well, just curious would you ever consider selling it?
LEAD (OBJECTION): Uhh, maybe sometime down the road but not right now.
YOU: Okay well, do you think that might be sometime in the next 6 months to a year?
LEAD (OBJECTION): Possibly in the next year.. I’m sorry but how did you get my number?
YOU: *Our technology team actually pulled this list together for me. Somehow your number was associated with this address through public records…* (ASK NEXT QUESTION) …
So why are you considering selling?
LEAD (OBJECTION): We are just waiting for our kids to graduate school in the fall before we consider selling the place… Do you have a buyer?
YOU: *We absolutely have buyers.If our buyer is not interested in your home though, would you be open to listing it on the open market?*
LEAD: Potentially..
YOU: Got it.. well, have you made any improvements recently that could affect the value?"
LEAD: No not really. Maybe in the last 5 years.
YOU: And just to confirm, {address} is the property, correct?
LEAD: Yes
YOU: I'm assuming you're not committed to another realtor, correct?
LEAD (OBJECTION): We’ve spoken to a few realtors..
YOU: Have you signed a contract with them yet?
LEAD: No
CLOSING
YOU: Okay got it, well, I’m not an agent myself, but I work with an experienced agent in your neighborhood named Guy Amato who is calculating how much your home could sell for in today’s market.
In order to finalize your value report, Guy needs to ask you a few questions about your home. Are you available tomorrow for Guy to give you a quick call?
LEAD (OBJECTION): We aren’t looking to sell yet, we are still another 6 months out at least but you can give us a call back in about 6 months.
YOU: It would only be a quick call so [Guy] can introduce himself and be a reference so down the line if you have any questions you can reach back out. Would just a few minutes be okay for a quick call tomorrow?
LEAD: Okay sure that’s fine
YOU: Great, do mornings or afternoons work better for a call?”"Great, what time tomorrow [morning/evening] works best?
LEAD: Tomorrow morning around10am is fine.
YOU: Got it. And what is a good email address where our agent can send a market analysis of your home and also a little information about our team and how we work?
Finish the Call
03
Official Buyers Script
This is a sample "mock" buyer call.
Play video
When you reach someone looking to buy
We are calling homeowners with the intention of finding those looking to sell their home. Sometimes, however, we reach people looking to purchase instead of sell. Here is the script we use.
First, we start the call as we normally would:
"Hi, Mr./Mrs. {last_name}? "
"Hi this is Ana with EXP Realty here in Salt Lake City, how are you?"
"I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?"
If No: Okay well, just curious would you ever consider selling it?
If No (Again): Okay well, would considering buying any properties in the area?
If Yes to Buying:
Q1: "Oh got it, well when are you considering purchasing?"
Q2: "And where are you looking to purchase?"
Q3: "What type of home are you looking to purchase?"
Q4: "Do you have a specific price range??
Q5: "And I'm assuming you're not committed to another realtor, correct?"
CLOSING (Buyers Closing)
“Well, I’m not an agent myself but I actually work with a great agent named [Brandon Johnson] who can help you find the perfect property that you’re looking for. Do you have any time tomorrow to have a quick chat with [Brandon]?”
[if yes]
“Do mornings or afternoons work better for a call?”
"Great, what time tomorrow [morning/evening] works best?"
"Got it. And would you mind providing me your email so I can get the conversation started with Alan?"
Close
Sample Call For Someone Looking to Buy
YOU: Hi, Mr./Mrs. {Smith}?
LEAD: Yes, who’s this?
YOU: Hi this is Ana with Premiere Plus Realty here in MarcoIsland, how are you?
LEAD: I’m good thanks, how canI help you?
YOU: I'm calling because we've sold quite a few homes near you recently and I was curious if you had considered selling your home on {address} in the near future?
LEAD: No not right now.
YOU: Okay well, just curious would you ever consider selling it?
LEAD: No probably not.
YOU: Okay well, would considering buying any properties in the area?
LEAD: Yeah possibly
YOU: Oh got it, well when are you considering purchasing
LEAD: Maybe sometime in the next year.
YOU: Got it.. and where are you looking to purchase
LEAD (OBJECTION): Somewhere close by.. maybe downtown or closer to the west side. Tell me though.. how is the current market looking in this area? Are prices going up?
YOU: Since I only assist the Realtor, it might make sense for me to have them answer that question directly for you.. (CONTINUE WITH SCRIPT) …but do you have any preference on the type of home you are looking to buy?
LEAD: Yes I’m only looking for single family homes
YOU: Okay cool.. And do you have a specific price range?
LEAD:I’m not quite sure yet.. maybe under 200k
CLOSING
YOU: Well, I’m not an agent myself but I actually work with a great agent named [Brandon Johnson] who can help you find the perfect property that you’re looking for. Do you have anytime tomorrow to have a quick chat with [Brandon]?
LEAD(OBJECTION): I’m still another few months out from buying so I don’t think I’m quite ready to speak with anyone yet…
YOU: It would only be a quick call so [Brandon]can introduce himself and be a reference so down the line if you have any questions you can reach back out. Would just a few minutes be okay for a quick call tomorrow?
LEAD: Okay sure that’s fine
YOU: Great, do mornings or afternoons work better for a call?”"Great, what time tomorrow [morning/evening] works best?
LEAD: Tomorrow morning around10am is fine.
YOU: Got it. And what is a good email address where our agent can send a market analysis of your home and also a little information about our team and how we work?
Close
Things to Note:
Note: If someone says, "I'm not interested", or "it's too soon" make sure to handle these objections the same way you would for sellers but letting them know it would be just a quick call.
04
What to say when you get the wrong number
Play video
Calls that are to a wrong number
When you call someone and they tell you: "I think you have the wrong number" then this is the script you should use.
YOU: Hello Mr. Smith?
LEAD: Who?
YOU: Is this Mr.Smith?
LEAD: I think you have the wrong number
YOU: Oh, well, do you live at the address [123 main street]?
LEAD: No, I do not
YOU: Sorry about that, I must have the wrong information. well would you by chance be considering buying or selling any properties in the [CITY]?
LEAD: Yeah I might be looking to purchase in the future.
***If they say yes in any way, you should introduce yourself and where you are from!
YOU: Oh that’s great. Just a heads up my name is Anna from Keller Williams Realty here in Atlanta.
YOU: So, when are you looking to purchase OR sell?
Make sure to change this part above whether they are selling or purchasing, then depending on their answer, continue with either the buyer OR seller script.
**Its imperative that before you book the appointment that you ask for their first name! A good way of asking would look something like this:
YOU: And just so I can better address you, what is your first name?
Things to Note:
Note: If you say "Hello, Mrs. Williams?" and they say "Who?" Make sure to repeat "Yes, is this Mrs. Williams?" because the person might have just not heard you correctly.
So Remember: If the person says something to the effect of "who?" or "huh?" when you say hello, do not assume right away it is the wrong number, verify again if it is the correct person or not.