Zillow Preferred Overview

📖 14 min read

The complete Zillow Preferred training. This is SG's training built from the official Zillow Preferred Team Lead Deck + Connections in Follow Up Boss Deck + Success Agreement. Slides from the source decks are embedded inline. Everything is also downloadable below.

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Print or save these. Read them before activation.

Program Standards — the rules we have to hit

Team-level standards are measured for SG as a brokerage. Agent-level standards are measured per participating agent. Missing them means slower lead delivery or removal from the program.

Team level Zillow Preferred program standards — Source: Zillow Preferred Team Lead Deck — ZHL Pre-Approval Target 100% L3M, % to Logged TRX 100% L6M, FUB requirement, Pay on Time 100% L3M, Closing Doc Submission 100% L3M

Agent level Zillow Preferred standards — Source: Zillow Preferred Team Lead Deck — pCVR 4%+ L3M, ZHL Pre-Approval 100% L3M, Pickup Rate 25%+ L3M

Why pre-approval is the strategy

Why pre-approval matters — Source: Zillow Preferred Team Lead Deck — pre-approval = home shopping strategy, not just a financing step

Zillow Home Loans

ZHL strategic lending partnership — Source: Zillow Preferred Team Lead Deck — variety of loan options, ongoing updates, quick turnarounds, buyer savings, 99% close on time

ZHL loan availability and eligibility — Source: Zillow Preferred Team Lead Deck — eligibility chart (markets, credit, loan amounts, types, property types)

⚠️ Local update vs the Zillow slide above

Zillow's deck says 620+ credit / 580 FHA, and lists manufactured as ineligible. In our market right now: 580+ credit is the floor, and ZHL now lends on manufactured homes. Always verify the latest with your ZHL loan officer.

Follow Up Boss — daily actions

FUB brings the buyer + agent experience together. Zillow activity and insights flow directly into FUB.

Bringing buyer and agent experience together — Source: Zillow Preferred Team Lead Deck — buyer updates flow to phone, email, Zillow app; agents work leads + insights inside FUB

Daily actions in Follow Up Boss — Source: Zillow Preferred Team Lead Deck — Smart Lists, lead stages, communications, exclusive insights, collaborate with ZHL

Zillow Smart Lists — Source: Zillow Preferred Team Lead Deck — prioritize high-intent buyers, organize by insights, dial entire list with speed

AI-generated messages and real-time insights — Source: Zillow Preferred Team Lead Deck — AI messages based on real lead activity + exclusive client insights

A.L.M. Framework

Ways to discuss financing — Source: Zillow Preferred Team Lead Deck — discussion, timeline, appointment with a preferred lender

Lead Stages in FUB

Updating lead stages throughout buyer journey — Source: Zillow Preferred Team Lead Deck — New → Attempted → Spoke → Appt Set (80%) → Met (45%) → Showing (30%) → Submitting (10%) → Under Contract → Sale Closed. Update stages every 7 days minimum.

Required Onboarding — Zillow Academy

Required Zillow Academy onboarding — Source: Zillow Preferred Team Lead Deck — 85% higher conversion, 16% higher answer rate, 34% higher appt rate after Zillow Academy training

Connections in Follow Up Boss

Zillow has moved most property-related connections into FUB. Here's how it works, what to expect, and how the buyer sees it on their end.

How Contact Agent and Standard Tour arrive — Source: Connections in FUB Deck — push + SMS, 2 minutes to open, 5 minutes to claim, Zillow Messages

How Real-Time Touring connections arrive — Source: Connections in FUB Deck — push + SMS, 2 minutes to open, 5 minutes to select time and confirm

📞 First-message scripts (use these verbatim, swap in your name)

Best practices: Standard Tour first messages — Source: Connections in FUB Deck — Standard Tour message-first + scheduled-call openers

Best practices: Contact Agent first messages — Source: Connections in FUB Deck — Contact Agent message-first + scheduled-call openers

Technical Requirements

🧾 Zillow Success Agreement — The Rules You Must Know

The Success Agreement is the contract between SG and Zillow. Every participating agent is bound. Highlights:

Success Fee Structure

SG pays Zillow a Referral Fee at closing on every transaction completed with a Zillow Preferred Connection.
Up to 35% of the expected full commission on the agent's side, before splits. Typical range 15–40% by connection.
Paid out of escrow at closing using Zillow's “Order to Pay” form.
If the agent closes another transaction for the same Connection within 2 years, another Referral Fee is owed (max 2 per Connection).

Exceptions

48-Hour Exception: If we notify Zillow at [email protected] within 48 hours of receiving the Connection — with proof of active 2-way communication in the prior 30 days — we keep the lead off the fee.
2-Year Limitation: No fee on transactions that close more than 2 years after we received the Connection.

What this means for you: If you have worked a buyer/seller in the past 30 days and Zillow drops them as a new connection, flag it to [email protected] within 48 hours so we can file the exception.

Other Terms

Code of Conduct. Treat every consumer + Zillow employee + other professional with equality and respect. Charges/convictions = potential program termination.
Audits. Zillow can audit our books for Referral Fee compliance. Underpayment = pay the gap + audit cost.
Late payment. $500 late fee if we miss the escrow payment.
Modifications. Zillow can modify on 30 days' notice; failure to cancel = acceptance.

Seller Connections — the playbook

Two types of seller leads arrive: Live Transfers (the Seller Consultant bridges the call to you live) and Directed Leads (digital-path seller arrives in your PA inbox). Hard rule: reach out within 15 minutes.

Seller A.L.M. Framework

Clarify: “As a Zillow Preferred Agent partner with Scofield Group in Las Vegas, my job is to help consult on all options to help you reach your selling goals.”
Appointment: “Would {Day/Time 1} or {Day/Time 2} be better to schedule time for me to see your home and discuss next steps?”
Location: “I see your home is in {Neighborhood}. {Insert local knowledge of the area, your experience.}”
Motivation: “Tell me more about why you are looking to sell and your next steps.”

Seller Follow-Up Cadence

Within 15 minutes of receiving the lead — first contact attempt.
Day 1: 3 attempts, mix of call + text + email.
First week: daily varied outreach if no response.
After Week 1: once-per-week, actionable + specific.
After 1 month no response: move to Nurture, monthly cadence.

Status hygiene: update PA app at every stage — Appointment Set, Met with Customer, Listing Agreement, Active Listing, Under Contract, Sale Closed. “Rejected” only for leads who will NEVER transact.

🎯 Goal

Know the program standards by heart, set up FUB + Zillow Academy before activation, take the first call with A.L.M., and run every connection through ZHL. The 5 daily FUB actions + 15-minute response on sellers + Zillow Academy completion are non-negotiable.