Connection Calls: What to Listen for and How to Improve Yours

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Are you nailing that first conversation with prospective buyers every time? Listening to your connection calls is a great way to take note of your strengths and areas of opportunity to improve your calls now and moving forward.

What makes a strong connection call

Regardless of what type of lead you’re working with — phone connection, tour connection, nurture lead or direct contact — following a simple structure helps you stay consistent and focused on your goal of scheduling an in-person or virtual appointment. 

Professional greeting
Start off on the right foot with a professional greeting. Introduce your name, brokerage and a confirmation of why you're speaking to the customer.

ALM framework
After an introduction, following the steps of ALM (Appointment, Location, Motivation) helps you establish rapport and learn what the buyer needs:

• Appointment: As soon as possible in the conversation, ask for an appointment to help keep their search moving forward. Even if a buyer is unable to view a home in person, reassure them that there may be options for touring homes virtually.
• Location: Ask what other properties they’re interested in and offer information on similar listings.
• Motivation: Ask open-ended questions focused on the buyer’s home search, their motivation to move and building rapport. 

Strong closing
Before you get off the phone, don’t forget to confirm the date and time of your next appointment, whether you’re meeting in person or via a video call.

How to listen to connection calls

With this framework for success in mind, listen to these two examples of connection calls and observe how the agent structures the conversation. In this first recording, pay attention to how the agent secures an in-person appointment.

Did the agent in the call follow these steps in the ALM framework?

• Introduce herself and warmly greet the buyer
• Ask for the appointment upfront
• Schedule multiple showings to bring value to the appointment
• Take time to learn more about the buyer and their search

Now listen for these steps in a connection call where the buyer can’t meet face to face.

The same framework works here for setting up a virtual tour. Notice how the agent gives the buyer the option of either a live or recorded video tour, and confirms their preference.

Apply this listening to your calls

Now take some time to identify your own strengths and areas for improvement. Call recordings of all your introductory conversations are available to reference anytime in your Zillow Premier Agent inbox. 

Are you a team leader? Download our guide to role-play common scenarios during your next team event.