Best Practices & the ALM Framework

Agent Best Practices

Winning Connections with the ALM Framework

The first call with a customer has one goal: get face-to-face with the person on the other end. Start every call with a warm and professional greeting and then use the ALM framework to secure that first in-person appointment.

A – Appointment: Be sure to schedule showings for additional properties during the appointment. Example: “Let’s get you in there to look at it, when would you like to see it?”

L – Location: Position yourself as a local expert by giving them a home search with options. Example: “What other properties have caught your eye? I have similar ones I know are on the market right now. I can line tours up for those as well.”

M – Motivation: Use this information to help bring the most value to your upcoming appointment. Example: “What do you like about these homes? What are you not so sure about?”

Ways to Discuss Financing

Discussion: Recognize the right time to discuss financing. Ask: “Do you have a plan for financing?”

Timeline: Clarify with the buyer what their timeline looks like. Ask: “What’s your ideal timeline to be in your new home?”

With Appointment: Set an appointment with a preferred lender. Example: “Jeffrey Smith is great to work with, when is a good time for them to connect with you?”

Updating Lead Stages Throughout the Buyer Journey

Agents should be updating their lead stages in Follow Up Boss every 7 days at minimum. The lead stage funnel progresses as follows:

  • New
  • Attempted Contact
  • Spoke with Customer
  • Appointment Set (target: 80% appointment rate)
  • Met with Customer (target: 45% met with rate)
  • Showing Homes (target: 30% showing rate)
  • Submitting Offers (target: 10% offer rate)
  • Under Contract
  • Sale Closed

Transferring Leads to Zillow Home Loans

Introduce clients to Zillow Home Loans loan officers via Follow Up Boss using group Zillow message, text, or email. Zillow messages or text are the most effective introduction methods. Key stats: Connections who met with a Zillow Preferred agent transact at a 1.9x higher rate when they also connected with ZHL. Buyers who transact with ZHL have a 4 days faster offer to closing timeline.

Streamlining Client Financing

Status Tags: Stay up to date with client financing status from transfer to funded loan.

Automations: Build automations directly in FUB to create tasks, send auto-communications, and create drip campaigns.

Integrations: Once a client is pre-approved, agents receive a notification to view and download the pre-approval letter directly within Follow Up Boss.

Completing Required Onboarding Courses

Partners who complete Zillow Preferred onboarding courses see: 85% higher conversion rate, 16% higher answer rate, and 34% higher appointment rate.