1. Mastering the Incoming Lead
Charles & Jenny Turner
Turner Team Inc.
Keller Williams Realty Professionals
Portland, Oregon
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2. Three Models Do it yourself Distribute leads to buyer’s agents
Use an ISA (Inside Sales Agent)

3. DIY- Do It Yourself PROS: You’re the master You know the market
You know the area
CONS:
You have to do it
Other tasks may take precedence

4. Distribute to Agents CONS Can’t call while showing property
PROS:
No pass off- constant point of contact from registration to closing.
Works well when slow
Lower cost
CONS
Can’t call while showing property
Lower level of commitment to follow up.

5. ISA- Inside Sales Agent [Customer Care Manager]
PROS:
Dedicated to one cause: setting appointments to qualified leads
Lead caller typically has different personality than team lead or buyer’s agent so good hire will have more success and less burn out.
Confirms appointments
CONS
Client may feel “passed off” if expectations not set
Higher fixed cost
Requires a team

6. ISA Considerations Turner Team runs on the yellow selections
Independent 1099 or W2 Employee?
Virtual / In House / Local
Licensed?
Hourly or Salaried?
Bonus structure- Appointments / Closings
Who pays?
Turner Team runs on the yellow selections

7. Our Progression 2011- I made calls (actually, I didn’t) —->
2012- We distributed to buyer’s agents—->
2012- We hired (the wrong) ISA —->
2013- We distributed to buyer’s agents—->
2013- We hired (the wrong) ISA —->
2014- We hired the right ISA
Tigers Closed
Tigers Closed
Tigers Closed
Pending/Closed YTD

8. 2014

9. Director of Operations
The Turner Team Structure
Team Leaders
Director of Operations
ISA
Buyer’s Agents
Lead VA VA

10. What Can We Learn From the Registration?

11. Fake name given away by email
eeererrmai
Typo in
Area code does not
match location IP
eeererrmai
Fake name given away by

12. May not know area: big geographic spread
Engaged: saved favorites

13. Mastering the Incoming Lead
Charles & Jenny Turner
Turner Team Inc.
Keller Williams Realty Professionals
Portland, Oregon
Like us at: