Telephone wizard

Telephone Wizard

Use the Telephone Wizard when somebody calls about selling or letting a property and you want to move quickly from the conversation to a clean CRM record and valuation appointment.

It is particularly useful for new valuation enquiries.

1. Establish what the customer wants to do

Choose the relevant contract offered by your branch, for example For Sale or To Let.

2. Search for the customer

Before creating anything, search by name, postcode, telephone or email.

If the customer already exists, select the existing record. Review any properties already connected to them before creating another one.

3. Create the contact if necessary

For a new customer, enter enough information to continue the relationship, including name and reliable telephone/email details.

4. Confirm the property address

If they are selling/letting their current home, use that address where appropriate. Otherwise search for the property address/postcode.

Correct minor formatting returned from the address lookup if necessary.

5. Capture the basics

Record the minimum useful property information, including bedrooms, bathrooms/receptions where requested, property class, type and style.

Do not try to write the finished property particulars during the telephone enquiry. The goal is to create a useful valuation record.

6. Book the valuation

Once the contact/property is created, book the valuation appointment while the customer is on the phone if possible.

The completed wizard should leave you with:

• one correct Contact;
• one correctly linked Property;
• the basic property details;
• a valuation appointment in the Diary.

Then continue with Sales Valuation to Instruction or Adding a new Rental Property.

Common mistakes

• Skipping the search and creating a duplicate contact.
• Creating a second property instead of using an existing property record.
• Leaving bedrooms/type/style blank, reducing later matching/marketing quality.
• Ending the call without booking or creating a follow-up task for the valuation.