Rebuttal Of The Day

Customer:

“I’ve got more business than I can handle”

Agent:

“I want to make sure you stay that way. So let’s get you available to the people looking for you. I’m sure that if you were to generate more business, you could find the help necessary to get the job done, right?”

Recently we have had an increase in our staff being observed telling our clients a they will get customers or leads from this ad. Moving forward, any agent promising that a customer will get leads will have disciplinary action immediately. Read all of this, including Scott’s message at the bottom.

Examples of bad verbiage:

  • “Should get leads”
  • “There is a potential of you getting leads”
  • “You’ll get 8-12 (or any number) leads”
  • “It will happen, you will get leads”
  • “We will send you leads”
  • “We can guarantee you leads”
  • “Most people get xx amount of leads each month”
  • Any other variation that makes the buyer believe we guarantee/promise they will get customer leads (or any amount of customers, contacts, etc.)

Disciplinary action for the above offense is as follows:

  • 1st OFFENSE- 50% deduction of initial hiring bonus
  • 2nd OFFENSE- 100% deduction of initial hiring bonus
  • 3rd AND FINAL OFFENSE- Loss of hiring bonus and permanent demotion to a full time bird dog for the remainder of employment with Community Marketing Partnership.

Instead try the following!

  • We guarantee you 4000 views! Our clients average around 40-50 clicks on their ad each month. As you know, the first step is to get the customer to click on your ad so you can begin earning their business by having them call or email you!
  • What I can guarantee is that your ad will be seen an average of 4000 times a month and with those 4000 views we are seeing an average of 40 to 50 clicks a month. As for how many customers that will turn into, I can’t make any guarantees.
  • I’ve been doing this a while and would never guarantee how someone is going to react to your ad, however I do know we are averaging 40 to 50 clicks a month. That means people are seeing and clicking on the ads.
  • I can guarantee views and clicks, not results!

FINAL THOUGHTS FROM SCOTT:
Some of your clients are telling you they are only interested if we guarantee leads. Yes there are companies like zillow premiere agents that promise leads – they do this by using using zillow owned phone numbers and when someone calls it is routed to an agent who signed up for the program. Cost is $50-$200 per call with a high minimum monthly buy in. We charge $150 for 4,000 views and an average of 50 clicks. Read these reviews found at www.g2.com/products/zillow-premier-agent/reviews :

Bogus Leads”
The fact that I spent $1300 a month, equivalent to my mortgage payment in San Diego, CA to be sent bogus leads! Majority of the people inquiring were asking about homes that were already sold, weren’t even on the market or were for sale by owner.

“Waste of Money”
Unless flushing money down the toilet every month doesn’t bother you. These are not buyers! My rep told me I should get one sale for every 25 leads. In the 4 months I’ve had it, have not received even 10 leads. They all go to the agents paying $2K plus for leads. The more you pay the more you can play! These “leads” All tire kickers, they waste your time. They are not warm leads at all. Please avoid. I have 2 mo left on my contract. $550 per month which is a lot of money for me to get NO RETURN on my investment. I should’ve known better. Please don’t pay for real estate buyer leads!

“Rip Off”
The leads I received were never vetted. I got people who were really not interested in buying anything, they just wanted to know what the “catch” was on properties that were listed quite low.

“Absolute Waste of Money”
95% of these “leads” aren’t legitimate leads. Most of the time, these people either have an agent and lie by saying they aren’t working with an agent, so you waste your time with them. They just want you to answer questions and aren’t serious about buying. You pay hundreds and maybe even thousands a month just to have someone waste your time and money.

“Garbage”
They mislead you, then lie to you, then fall off once called out on their BS. I can’t stress this enough – don’t use Zillow for anything. If you’re an Agent, don’t use them. They have no desire nor commitment to see you succeed. They are strictly out for their dollar and nothing else. Literally, after dropping $20k + with them, they offered zero value.

Penalty Level 1 Warning up to $5

Infraction

Talking/singing to your neighbor, buddy, friend ANYTIME during the call (dialing or on hold)

Infraction

Saying you’re at the “Corporate Office”

Right Way: “I’m at the Home Office or the Headquarters”

Infraction

Not saying, “You sound great!”

Infraction

Not asking, “Are you a Veteran?”

Penalty Level 2 Maximum Fine – $5 or 1,000 Points

Infraction

Not using pattern disruption to get the correct “Decision Maker” on the phone

Infraction

Telling a customer, we will not ask for a CC# or payment over the phone

Right Way: “I’m not sending the Marines down to pick up a check”

Infraction

Not being honest about being in Arizona

Right Way: “Our main office is in Arizona, but we work with the veterans clubs across the country.”

Infraction

Changing your accent

Right Way: Keep it real! You are not an actor or voice coach.

Infraction

You were not on the phone but we heard you cursing in the background

Right Way: Keep it professional! Do not ruin another agent’s sale

Infraction

Just saying “we are only reserving your spot” or “we only need a verbal handshake” or “verbal thumbs up”

Right Way: “We can reserve your spot with a verbal agreement/commitment today”

Infraction

When transferring a sale, you did not follow the script

Infraction

Didn’t ask all closing preparation questions

Infraction

Didn’t ask/verify framed certificate options

Infraction

Didn’t use CYA Form

Infraction

Saying the customer can go down to the clubs and have meeting/seminars and/or saying we need someone to go to the club once a month

Right Way: “Go to the club, have a drink with the Vets, and check out your ad on the Hero Network TV”

Infraction

Agent offered 30 days out for the payment without the customer asking for terms

Right Way: “With a dollar down today we can get everything started.”

Penalty Level 3 Maximum Fine – $25 or 2,000 Points

Infraction

Promise results

Right Way: “We can’t promise results/leads but do promise exposure” or “What I can tell you (OWNER NAME) is with Geo fencing technology we are able to target a specific demographic for you that is more likely to use your service.  Once someone clicks on your ad the rest is up to you.”

Infraction

Promise exclusivity

Note: We do not offer exclusives. Do not say things like “Once I find a mortgage company I am not calling anymore”

Penalty Level 4 Maximum Fine – $25 or 2,000 Points

Infraction

Mentioning cancellation policy without the customer asking about it first

Infraction

Lying about cancellation policy

Right Way: “If you are unsatisfied with our service after 90 days, you may cancel the remainder of your subscription.”

Infraction

People that are not supposed to be doing reloads or renewals offering 12 payments without getting a CC/check on file.

Infraction

You are rude to one of your team members.

Right Way: Smile and remain professional

Penalty Level 5 Maximum Fine – $200 AND 25% of Points

Infraction

Customer asks where you are located and you say, “I’m IN, AT or work FOR the club/post/legion”

Right Way: “I work WITH the club/post”

Infraction

Saying we have a 87% (any percentage) renewal rate

Note: Don’t make up facts/figures. If you don’t see it in writing on hthproject.net – most likely it’s not true!

Infraction

Selling agent cursing anytime during the call

Infraction

Saying that our owner Scott has a close relationship with the post commanders/Scott is a member of THAT American Legion

Right Way: Our Owner is a member of the American Legion, D.A.V. (Disabled American Veterans) and the Fleet Reserves. We do not have the post commander info but you can feel free to call the post

Penalty Level 6 Maximum Fine – $2,500 & All Points

Infraction

If a customer calls in saying an agent was rude and there is verification of that in the call (EX: saying, “thanks for wasting my time” to the customer or hanging up on them). This is a mandatory penalty, NO WARNINGS WILL BE GIVEN!!

Right Way: Do not be rude! Maintain professionalism at all times.

Infraction

Hanging up on a client inappropriately. (Doesn’t apply when a customer curses at you)

Notes / Right Way

There is no excuse to hang up on a customer unless you are told to or the customer is cursing at you.

Right Way: Do not be rude! Maintain professionalism at all times.

Penalty Level 7 Maximum Fine – Lose EVERYTHING!

Infraction

If you put the company in Jeopardy through actions like calling a loved one or acquaintance, on a banned website on purpose.

That means if we are telling the customer a different variation of this fact it will be considered a lie and a $198 penalty will be applied to that agent.  

This is not because we are looking to take something it is because “If we have started work on your project, the setup fee will apply”.  So when we explain to a customer that we need our payment for the setup fee the customer will not tell us that they were told by an agent that they don’t have a setup fee. Making this a lie

Same applies to our cancelation policy if a customer ask you if they can cancel and you tell them anytime without explaining the early termination fee equal to your regular monthly payment as well as the fact that we will need the setup fee also.

Here is our cancellation Policy: You are allowed to cancel at any point during your trial period! An early termination fee equal to your regular monthly payment will be charged when cancelling prior to your trial period end date. If we have started work on your project, the setup fee will apply. Our terms and conditions can be found by clicking

Here is a response you can use

The setup fee is not cancelable because we purchase the demographic and audience data for your ad campaign along with creation of the advertisement.

If an agent promises results to the customer (ex: 8-12 leads a month) they will get what the standard penalty is for that. If Promising results or lying to the customer then leads to the customer cancelling and/or we have to refund the customer, the agent will be charged for the FULL PRICE OF THE AD they sold. (ex: $1093.00, $2587.00, $1987.00, etc.)

You can say

(How many leads will I get?) Our clients average around 40-50 clicks on their ad each month, as you know the first step is to get the customer to click on your ad so you can begin earning their business by having them call or email you!

Transfers must be answered by all agents that are qualified no exceptions. The Bird Dog’s job is to get a live person on the phone. At which point you as the seasoned sales agent are required to manage the situation and close the deal. 

If you are not answering the Bird Dog transfers for whatever reason, it’s not your buddy, you don’t think they do a good job, whatever the situation we will have to impose a penalty. 1st time will cost you $500. 2nd time you lost everything and become a Bird Dog yourself. At the end of the day gentlemen we are running a business and need all of our Sales agents closing deals.  

The Bird Dogs job is to get a live person on the phone at which point you take it from there. However if a Bird dog needs training for whatever reason we need to know. You can email Paul at [email protected] you can talk to your running back or let a trainer know. That being said everyone should take any transfers all the time.

Hello and greetings sales team! Wanted to talk to everyone about something that is coming up with some of our sales representatives.

The topic “working with the post”.

We cannot for any reason lead a potential customer to believe we are doing anything more than working with the post.

Anything more than that is misleading and falls under lying to a potential customer to close a deal.

We must maintain integrity while in the process of trying to close the deal. This is not meant to control or hold you back. At the end of the day we are not at or ever will be at the post so do not tell the customer anything different. We can say we are working with because we have a point of contact that we work with, nothing more than that is acceptable.

So, let’s put our best foot forward and stop leading people to believe you’re at the post in any shape form or fashion other than “working with the post”

Hello Team,

I wanted to take a minute to get us all on the same page. We are no longer allowed to say, “I’m calling from my desk” or “I’m calling from my phone” when you are asked “where are you calling from?”- this of course was my mistake in explaining pattern disruption for that I apologize for the confusion.

We must always be respectful to the customer and gatekeeper, at no point are you ever allowed to be rude or negative to anyone on a phone call. We expect all Home Town Hero Project Employees to remain professional and courteous at all times. Our mission is to help Hero’s and we cannot achieve this goal if our sponsors feel misled. So in moving forward when you are asked, “where are you calling from” you may tell them

“I’m working with the (project Name)”

and if push to know your location then let them know you are calling from Tucson AZ.

As of 10:30 on 12/27/2019

If you say prescreen or per qualified on any call or per anything there will be a $50 charge every time it is said weather a sale or not. Thank you and have great day.

If an agent promises results to the customer (ex: 8-12 leads a month) they will get what the standard penalty is for that. If Promising results or lying to the customer then leads to the customer cancelling and/or we have to refund the customer, the agent will be charged for the FULL PRICE OF THE AD they sold. (ex: $1093.00, $2587.00, $1987.00, etc.)

You can say

(How many leads will I get?) Our clients average around 40-50 clicks on their ad each month, as you know the first step is to get the customer to click on your ad so you can begin earning their business by having them call or email you!

Wrong way: We will wave the set up fee until_______. The word wave is sending the wrong message to our customer which means we all loss including yourself.

Right way: We will (Defer/set it out) the set up fee until (Upto 30 days).