Real estate inquiries convert best when the first response identifies the property, the caller’s objective, timing, and contact information, then routes the opportunity to the correct agent.
Recommended opening approach
Ask which property, address, or type of opportunity the caller is interested in and whether the caller wants to buy, lease, sell, list, or discuss another matter.
Core information to capture
- First and last name
- Best callback number and email when appropriate
- Property address, listing, or description
- Buy, lease, sell, list, invest, or vendor intent
- Space, size, budget, use, and location requirements
- Timing and decision process
- Whether the caller is represented by another broker
Urgent routing
- Access problems, active property damage, safety issues, closing or contract deadlines, and other situations defined by the brokerage
- Immediate routing to the responsible property or transaction contact
- Clear distinction between an urgent message and emergency services
Routine call types
- Listing questions
- Showing requests
- Buyer and tenant requirements
- Owner and landlord inquiries
- Vendor and administrative calls
- Transaction-status messages
Important boundaries
Do not make unauthorized representations about availability, zoning, pricing, commissions, legal obligations, or property conditions.
Build the operating instructions
Use the Receptionist Script Builder to create a first draft, then use the Coverage Planner to assign responsibility during open hours, overflow, and after-hours.