Tour Connection Best Practices

Tour connections help you provide a great customer experience that meets buyers’ on-demand expectations. In a matter of minutes, customers can go from searching online to connecting with an agent like you— and by using the ALM framework, you can secure a virtual or face-to-face appointment with them.

Here’s how tour connections work: 

1. When a buyer is searching on Zillow or Trulia and requests to tour a home, they can indicate their preference for either an in-person or video chat and their preferred date.
2. After a buyer makes a tour request and we’ve confirmed they’re available and looking to buy, you’ll receive an automated phone call asking if you’d like to be connected. This message will also let you know if the buyer prefers an in-person or video chat.
3. After you accept the connection, you’ll be connected live by phone with the buyer to discuss next steps in scheduling an appointment to see the property, either in-person or through video chat.

We recommend these tips to prepare for tour connections: 

Check your schedule

When a new tour request comes in, first pause to check your schedule and confirm if you or your team are available on the desired date. Only accept tours for dates you can support. It’s OK to accept a tour request without knowing in advance if the home is available, but if it isn’t, you’ll need to reschedule with the customer.

Inquire about other properties

Ask the customer if there are other properties they’re interested in, and offer to find additional properties that meet their needs. This gives you an alternative if the first property doesn’t work out, while also establishing your value as a buyer’s agent.

Download the Zillow Premier Agent Take a Tour One Pager here.