1. Inside Sales Associate Tips and Techniques
One of the most important team members you could have.

2. What it is an Inside Sales Associate?
There are many roles an ISA can fill
Inbound or Outbound lead generation or follow up
Appointment setting
This team member should be considered an extension of every member of the sales team
Listing Agents: Cold calling; Expired, FSBO, Circle Prospecting
Buyer’s Agents: Lead follow-up, revitalizing leads, open house leads

3. Do’s and Don’ts Who to Hire
Someone that is 100% comfortable on the phone and can take rejection
Someone who needs minimal instruction
Can learn scripts and dialogues
Can learn Real Estate info quickly
Knows your geographic area
High ‘D’ or High ‘I’ on the DISC profile

4. Do’s and Don’ts Who NOT to Hire
Another Realtor who is not doing so well
Someone who doesn’t match your culture
They are the initial introduction to your business, most of the time.
Hi ‘C’ or High ‘S’ on the DISC profile
Anyone just because you don’t want to do the work
Someone to follow up with YOUR database

5. When to Hire an ISA When the team has reached capacity of output
Add extra lead generation to the team
Alleviate time that BA’s spend following up
To supplement what’s already being done
To increase business in certain areas
Farming

6. The Hiring Process Same as any team member Make your decision
Phone interview #1 (15-30 min) introduction
Phone interview #2 (30 min-1 hr) in-depth
In person/On site interview
Team interview
Audition
Make your decision

7. Training You Must Have a Training Process in Place First
Bringing on an ISA without the proper training in place will be detrimental to the process
Scripts, Dialogues, Objection Handling
NLP (Neuro-linguistic Programming)
Role Playing – Daily Activity

8. What Can an ISA Do? initial touch
Responsible for all incoming leads, phone calls, inquiries, etc.
Offer enthusiasm and customer service.
Engage in conversation about needs express the agent/team value.
Input client/lead information into CRM and log conversation(s).
Assign client to team member.

9. What Can an ISA Do? (cont.)
expired/fsbo/nod’s
Use script to contact lead via phone, , text and U.S. mail (systems).
When making contact, qualify the lead in terms of their needs and wants.
Create rapport with the client with continuous follow up to set the listing appointment/showing.
Attempt to set preview appointment at minimum (listing).
Input all information in to CRM system.

10. What Can an ISA Do? (cont.)
inbound / outbound referrals
Receive referral paperwork and assign transferee
Input information into CRM along with all documented notes/conversations.
Provide follow-up calls for outgoing referrals for status updates
Provide referring agent with updates regarding transferee
Follow the referral until closing ensure referral agreement is signed, W9 is provided and information is provided to your TC

11. What Can an ISA Do? (cont.)
in bound leads
Conduct speed to lead responses, 2-3 minutes or less via all three types of communication (phone, , text) if applicable.
If applicable, search property inquired about and search on the MLS and provide lead with the information and set up home search via the MLS for the client.
Use qualifying sheets to qualify lead and obtain all contact information.
Obtain pre-approval letter, Proof of funds, etc. so lead is fully ready to write an offer.
Move/assign leads that are ready to transact; otherwise continued follow up.
Conduct a minimum of 9 contacts within a 2 week period via combination of texting, , calling etc. dependent on the amount of data collected.

12. What Can an ISA Do? (cont.)
showing property prep
Assist the BA with setting up appointments and ensuring presentations are readily available
Be prepared to show property as leads become overwhelming for the BA or if they are out of the office (if licensed)

13. What Can an ISA Do? (cont.)
business enhancement
Complete weekly register for accountability/goal meeting.
High level of customer service to initial touches and all clients/vendors
Daily role playing.
Provide bi-monthly conversion rate sheet to lead’s executive assistant.
Provide additional support to listing coordinator with scheduling showings and obtaining feedback.

14. Feel free to reach out to me by email at: mark@travisrobertson.com
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