Connection Calls: Build Rapport in Person or Virtually

Keep in mind that an active customer has almost always done some research before we connect them to you via a connection call. There are a number of common obstacles that agents face on this call: For example, the customer may think you are the listing agent. Maybe the home they inquired about is under contract or has already sold. Or perhaps the customer has specific questions about the upstairs bathroom. Active customers may know more about the home they are inquiring about than you do at this point — and that’s OK.

Learn — and exceed — customer expectations

Instead of focusing on the property, shift the focus of your connection calls to building a relationship with the customer and understanding what they need in a home. Additionally, show your customers how you can meet their needs in a virtual world. If your customer is not local or cannot take an in-person tour, you can leverage technology to give them a great experience. This will position you to build rapport and credibility with a potential client. 

• Live video tours are video calls where you share a live walkthrough of the property, talk to the customer in real time, and answer questions on the spot. 
• Recorded video tours are pre-filmed property tours sent to the customer via text, email or social media messaging.

If you also list homes, elevate your listings with a Zillow 3D Home® tour. The Zillow 3D Home app allows you to create virtual tours for free, and for-sale listings with a Zillow 3D Home tour get, on average, 50% more saves than listings without.