presents: coldwell banker gundaker’s rapid response system & lead incubation tool what is lead...
TRANSCRIPT
PRESENTS:
Coldwell Banker Gundaker’s
Rapid Response System & Lead Incubation Tool
WHAT IS LEAD ROUTER?
Because Online Consumers:
•Ideally want a response in 15 Minutes
•E-mail 5 other brokers when they e-mail
you!
WHY A RAPID RESPONSE SYSTEM?
(E-Consumer research from NAR)
• Almost 50% of all internet leads are not
responded to at all!!!
• Average Agent response time is 54 hours!!!
INTERNET INQUIRY FACTS:
WHAT ARE THE BENEFITS?
• A powerful listing tool
• A valuable part of your unique
value proposition for home sellers
• Impress consumers with your fast
response time
Truly Remarkable Service!
Our Goal: To respond to
inquiries
Fast and First
• Captures inquiries from our online sources
• Routes them to you on your cell phone
• Provides an on-line “Contact Management
System” for you to track your leads
• Improves customer satisfaction, lead
conversion opportunities and SALE$!
WHAT DOES LEADROUTER DO?
Where do Leads Come From?
ColdwellBanker.comRealtor.com*Maps.Google.comTrulia.com*Yahoo!RealEstate.com*Zillow.comOpenHouse.comFrontDoor.comCraigsList.com
NYTimes.comMove.com*WSJ.com Roost.comCyberhomes.com60+ Newspaper SitesAol.com
Source: comScore Media Metrix (MM) July 2009 – based upon unique visits
* Top 4 Real Estate Web Sites
• Agent’s CBGUNDAKER.com Branded Site• Agent’s personal website
Also:
HOW DOES LEADROUTER WORK?
The Inquiry arrives at LeadRouter
LeadRouter routes it to you
WHAT HAPPENS NEXT?
Your phone rings, Within 60-90 seconds
CUSTOM RINGTONE FOR YOUR LEADS
THE PHONE CALL FROM LEADROUTER
• LeadRouter “Speaks” over the phone
• It reads the inquiry details to you, and
repeats itself
• You will hear:
• “If this is not voice mail, please press 1
• To ACCEPT, PRESS AND HOLD 1
FOR A SECOND (decline press 2 or hang up!)
Call or E-mail the person ASAP!
•Why?88% of Consumers stay with the FIRST Realtor who responds to their inquiry! (Source: NAR)
•The Lesson:A Rapid Response can increase your business opportunities
THEN WHAT?
Get there fast—Get there first
WHAT ELSE YOU SHOULD KNOW?
• Once the lead is accepted:• An e-mail is immediately sent to you with the
lead’s information • The Lead Router Website is updated with info• The consumer receives an e-mail with your
name and contact information.
• If the lead comes in after hours:• Consumer receives an e-mail stating that they
will hear from you during business hours - M-Sat 8:00am to 9:00pm, Sun 10:00am to 6:00pm
• FYI: Your business hours can be customized
LET’S REVIEW THE PROCESS
LeadRouterContacts
You
AWorking
RelationshipBegins
Consumer Makes
an Inquiry
You Rapidly
Respond
3 Types of Leads
What Kind of Inquiry?
Listing Inquiry General InquiryDirect to Agent
Inquiry
An Inquiry Arrives from One of Our Internet Sources
1. Listing Inquiry
3 Types of Leads
• Inquiry about your listing
• 15 minute “claim time”
• Lead Router will systematically notify you to update leads
2. Direct-To-Agent Inquiry
3 Types of Leads
• Consumer registers & requests you as a Preferred Agent
• Consumer contacts you directly regarding:
• Listing Inquiry• Personal Message - Automatically accepted for you.
3. General Inquiry
3 Types of Leads
• Company generated leads from non CBG listings (IDX)
• General requests for information
• Leads assigned to The eTeam
YOUR RESPONSIBILITY
•Update your leads• It only takes a minute or two• Maintain an active “green light”
status
Update Notifications will be received:• After 4 hours • Again after 7 days• Again every 30 days thereafter
4 hrs – 7 days – 30 days
HOW TO UPDATE A LEAD
• Log into Lead Router from a computer
• Log into Lead Router using the internet browser on your handheld mobile device and going to http://mobile.nrtinc.com
Tip: save this URL as a favorite/bookmark
LOGIN TO LEADROUTER
Visit
www.NRTGATEWAY.com
Input your User ID (your Gundaker E-mail address)Click on Forgot Password if you don’t know your Password
Email Address
Password
For first time users use Password34 capital P.
Local Admin links to our NRT Gateway Site
If you do not know your password – Select Forgot your Password.Put in your User IDAnd click Next and follow the steps.
NRT Gateway gives one point of entry to many areas
Click on LeadRouter
LeadRouter Main Screen
INITIAL SETUP
LIST OF LEADS
CALENDAR
INITIAL SETUP
Choose Primary or Alternate Phone Number
Primary number is always your cell phone
number
The FIRST time you need to retrieve a lead – call this
number and enter your pin#
CALENDAR FUNCTION
UPDATE A LEAD 2 WAYS
List of leads needing attention
1
Click on Name to see Details and Update Status
Maintain Green Light Status
UPDATE FROM MY LEADS
2
ACTION & COMMENTS
1. Select an Action from the pull-down menu
2. Enter Comments in the box
3. Select Submit
Called lead and setup an appointment.
COLOR CODES AND STATUS
•Green Light Status
Lead is in compliance with required update timelines
•Yellow Light Status
Lead needs to be updated within 24 hrs
•Red Light Status
Lead is out of compliance with required update
timelines
4 HRS – 7 DAYS – 30 DAYS
Lead Information: All contact information, updates and original consumer email are stored here.
Contact Information – View client contact information captured by LeadRouter. Add additional contact info e.g. address and phone number to centralize. Agents can also assign Attributes to lead (buyer, seller, etc),. Click SUBMIT if adding or editing contact information.
History Tab – Stores all Agent updates and shows a history of comments..
Original Email – Displays original client email from the web.
Lead Emails – Displays additional emails related to this lead.
LEAD INFORMATION
If any of your profile info is inaccurate contact your office administrator
Customize your hours here
Signature
MY PROFILE
• All eMail communication coming from LeadRouter will be from you.
• Signature needed for Action Plan Features to Work
MY SIGNATURE
Do you have Real Estate needs outside of my coverage area?I can help you find a Real Estate professional ANYWHERE in the U.S! Ask me how!
Jane DoeColdwell Banker Gundaker123 Mary StreetCity, State(123) [email protected]
LeadRouter & Outgoing Bonus Program
Agents who close outgoing referrals usually receive an average of $1,050 per closing!
You can now earn bonuses when you close your 3rd thru their 7th Outgoing Referral in a calendar year!
You could earn an additional $3,750 this year, in addition to the extra income you earn by sending and closing an outgoing referral through our Cartus Broker Network!
LeadRouter & Outgoing Bonus Program
Success Story:
“The client was originally a Lead Router referral. While showing him houses in the area, we discovered he had not listed his <out of town> home. We offered to have an experienced agent from Coldwell Banker contact them about marketing their home. He was pleased with the service we were providing and asked us to have a local agent near his home contact him. The moral of the story is, you must ask for the business and work to prove your worth to the client”
You could earn an additional $3,750 this year, in addition to the extra income you earn by sending and closing an outgoing referral through our Cartus Broker Network!
• Open Internet Browser on Smartphone device
• http://mobile.nrtinc.com• NRT Extranet Log in
Lead Router Mobile
Call NRT Help Desk for Lead Router Mobile issues
• Click on “Leads” • Click on the
“Name” to update
LeadRouter Mobile
START AN ACTION PLAN FOR YOUR
LEAD
18 months = Time from contemplation to actual purchase:
•Preliminary Research = 8.1 months
•Active Research = 5.8 months
•Finding, negotiating, closing on purchase: = 4.1 months
18 Months
INCUBATION is key!
Internet Consumer Behavior
• Automated series of events• Emails• Calendar Events
• Apply an action plan to a prospect, then:• System automatically sends emails from you• Drip Marketing over any period of time• Activities appear in your calendar
What are Action Plans?
• Plans can be created by:• Coldwell Banker (national brand)• Coldwell Banker (local company)• Your own customized plan
• Agents can use existing plans or copy, edit, and create their own• Can also use for leads that don’t arrive from the
Internet
Types of Plans
Action Plans Available:
• Buyer Plan
• Seller Plan
• Relocation
• Past Client
• Repeat Buyer
• LEADS Screen Select a Lead
Select Action Plan• Action Plan tab• Magnify glass to preview
Select a Plan for a Lead
• Set-Up Menu:• Action Plan Settings• Action Plans
Viewing the Plans
PRE-DEFINED BUYER
PRE-DEFINED SELLER
Three steps:
1. Create auto-emails.2. Create calendar events.3. Associate emails and events with your
plan.
You can also COPY a Coldwell Banker plan and make your own changes.
Customize your own plans
• Images to use in your auto-emailsIMAGE GALLERY
1.Brand
2.Company
3.User
Drag & Drop your image to your signature
• LEADS Menu• My Action Plan Activity
What is happening for me?
•Keep Checking In. Remember the statistics: the FIRST Realtor to respond will usually be the person the prospect purchases with.
•Don’t Give Up. Internet consumers may not respond right away. They need systematic incubation.
•Follow-up emails
•Market Action Reports
•Home Search Alert
•eNewsletters
•Just sold / Just listed cards
STAYING IN TOUCH
FINALIZING A LEAD
• Closed Transaction !!!!!
• Bogus – Invalid Contact Info
• Dead – Don’t Consider a Lead Dead Unless:
• The Consumer requests no contact
• Multiple contact attempts including e-mails and
voicemails over a 3+ week period
Why? – About 50% of consumers take 12-24
months after initial contact to complete a
transaction
LeadRouter Re-Cap
To Accept a Lead
Press and #1
on your cell phone
HOLD
Lead ArrivesLead Arrives
Agents get firstchance
via cell phone
15 MinuteClaim Time
(Assume claimed)
Initial Follow UpInitial Follow Up
Agent must update lead
within 4 hours
Next Check InNext Check In
Next update within 7 days
Periodic Follow UpPeriodic Follow Up
Periodicallyupdates
every 30 daysuntil lead becomes
a transactionor dies
4 - 7- 30
THE PROCESS
Lead Router 877.735.3237NRT Help Desk 877.NRT.HELP
Important Phone Numbers
Enter these in your cell phone!
Email us to let us know you’ve completed this training at
PRESENTS: