Expired Guide

When a person (lead) signs a contract with an Real Estate Agent, he/she
will place it in the MLS, create a marketing strategy, etc.
Once the time frame of that contract has expired (and hasn’t sold), the
property is taken off the MLS. The calls you make, are to the owners of
the property. The goal is to gather the THE Key points and persuade them
to work with your agent.
• Lead Type:
• Criteria:

• Price Range: $

• Motivation: Extra notes:

• Timeline: ____ months.
• Committed to an agent:

• Address:

• Email:
Lead Type: Seller
Criteria:5 bedrooms, 3 bathrooms, two
car garage, front yard and a front
porch.
Extra notes:
Address: 5218 Columbia Ave,
I offered her FMA and she wants to have first
Richmond, C. a call to know you better, Yuli owns 4 houses
and the house that she is selling just got
Price Range: $850 K. remodel a week ago with a walk-in-closet.
Motivation: Get the money because The phone appointment is this Monday,
February 28th , 2022 at 8:00 am, to talk
she has a lot of properties. about the commissions (she´s is only willing
8% or less), she had a FMA 3 months ago
Timeline: 1 month. and she had a bad experience with her
Committed to an agent: No. previous agent (No reports of the work).
Lead Type: Seller
Criteria: 3 bedroom 2 1/2 bath, big
backyard, 3 car garage.
Price Range: $450K
Extra notes:
Motivation: He wants to sell his • Erick house has been off the market
heritage. for the past 4 months. He painted it
recently. Erick mentioned that he had
Timeline: 1 month. a bad experience with his last agent.
He would like to see the way we work
Committed to an agent: No. before making a decision. He agreed
on a Free market analysis, Tomorrow,
Address: 123 maple st Bothell WA.
Saturday, Feb 25th , 2022 at 12:00 pm.
Email:
What information you have before the call:
• Type pf lead (seller).
• Address of the property. 
• How many days it’s been off the market.
Might Have:
• Criteria of the home. 
• How much they want for the property. 
 KEY POINTS IN BLUE!
INTRO
• Why were you selling it in the first
Hi, is this the property owner of ______? place? (MOTIVATION)

• How much were you asking for the

Great, my name is _____ and I’m calling property? (PRICE RANGE)
on behalf of______.
• Can you tell me a little bit more about
your property? (CRITERIA)
We noticed that your home expired from
the MLS (number of days) , I’m calling to • Is there a specific time you want to sell
it by? (TIME LINE)
ask: What are the future plans for that
property? • If our agent is able to help you sell this
property within your time line would
you consider working with him?
• Are you still interested in selling it?
(WILLING TO WORK WITH YOUR
AGENT)
 • Hi good morning, I´m looking for (Lead’s name).
• Great! This is (stage name) with (campaign name), are you the property

INTRO owner of (address)?

• Perfect! My agent (agent’s name) asked me to give you a call because we
noticed you took if off the market, are you still looking to sell it? Or what
are the future plans for this property?.
Hello sir/mam, are you the property owner of (address)?
s

Awesome! My name is _ and I am calling on behalf of (agent). The reason for my call is because we
noticed that your home expired from the MLS (2 months ago). My agent finds your house full of
potential, we’d love to help you put it back on the market, are you still interested in selling it?
s

If they sell yes:                                           

-That’s wonderful, are you currently working with an agent?
If they no:
-I am sorry to hear that, May I know the reason why you don’t want sell your house anymore?
  Why do you think it didn’t sell?
 What do you think your past agent could of done differently?

• Did they have it professionally staged?

• Professionally photographed?
• Was it showcased on line?
Target Questions • Were floor plans available?
you can ask • Did they have a strategy to attract out of town buyers?
• How many showing (open house) did she do in (time contract
lasted)?
• How many offers did he bring to you?
• Are you currently living or renting the property? 
• Have you remodeled? - When will you be done remodeling? 
• Do you know how he/she advertised your property?
• Are you interested in buying after selling this home?
 If there is no address provided you must acquire it.

LIVE TRANSFER: I just saw my agent walk into the office, give me a quick second to bring her on the
line…
(if agent does not answer say to lead “She actually just stepped into a meeting”. )

APPOINTMENT: (office/local Starbucks/ property)

SELLER I would love to set up a meeting with (agent’s name) so he/she can give you a “free marketing
analysis”, maybe this (day of the week) at... [TIME]?
I’d like to set up an appointment with agent (name) to go down to your property for a free market analysis.
Are you free …… [TIME AND DATE]?

NURTURE: A phone appointment.

When is the best time for (agent’s name) to give you a call?
 • Criteria: 3 bedroom, 3 ½ bathrooms, a
remodel kitchen, front yard, back yard
and a fireplace.
• Price Range: $600 k.
Template: • Motivation: downsizing.
• Timeline: 2-3 months.
• Committed to an agent: No.
• Email: blue46@[Link]
Extra Notes: 
Sharon has 2 sons off to collage and is interested in downsizing as soon as the remodeling of
the master bedroom is done. She is opened on receiving an FMA on Friday, April 8 th, 2022 at
11am. Sharon’s last agent promised he would sell in 3 months, only brought her 2 offers and
did less then 5 showing during the contract. She will be going to the office on Wednesday,
March 16th, 2022 to listen to your marketing strategy. I offered her at least 10 showings in 3
months.
 • Criteria: 5 bedroom, 3 ½ bathrooms,
front garden, and back yard with pool.
Example • Price Range: $800 k.
Template: • Motivation: divorce.
• Timeline: 2-3 months.
• Committed to an agent: No.
Extra Notes:  • Email: lizzy3@[Link]
Lizzy and her ex husband decided to sell this property with agent Brown
however, after 6 months of no results they decided cancel the contract. Lizzy
mentioned that agent Brown was over 60 and she thinks he didn’t know how
to sell now-in-days with all the technology. She is interested in selling in less
than 3 months, she wants to hear your game plan on Wednesday, March 16th,
2022 at 6:00 pm and will be viewing testimonials on Zillow.
 • Lead Type:
• Criteria:

Listen to the audios and fill • Price Range: $

in the key points: • Motivation:
• Timeline: ____ months.

Expired Cris & Yadi

• Committed to an agent:
• Address:
• Email:.
Expired(Emilio)
Expired(Frank)
• Extra Notes:
 • Lead Type:
• Criteria:
Listen to the audios and fill • Price Range: $
in the key points:
• Motivation:
• Timeline: ____ months.
• Committed to an agent:
• Address:

Jonathan_Appt • Email:
Expired(Robert)
• Extra Notes:
40 Minute Activity!
• Write down the script with your own words. (15min)
• Add your power-phrases. (5min)
• Practice: reading it, pronouncing, using the right tone.
(20min)
 1. TONE OF VOICE.
2. ACTIVE LISTENING.
3. TARGETED
QUESTIONS.
QA Behaviors 4. TARGETED
SOLUTIONS.
The required minimum Q.A. score is 85%.
5. OBJECTIONS.
6. POWER PHRASES.
7. RAPPORT &
EMPATHY.
8. FOLLOW UP SCRIPT.
9. VALUE PROPOSITION.
10. SOUND CONVINCED.
 MEANINGS! Rapport & Empathy
Active Listening
• Pay attention to the lead’s answers. Rapport:Try
Rapport: Trytotohave
haveaaconnection
connection
• • Take
Pay attention to the lead’s answers.
notes as you listen to capture key withthe
with thelead
leadand
anddon’t
don’tsound
soundlike
like
• information.
Take notes as you listen to capture key
yourmaking
your makingaasurvey.
survey.
information.
Empathy: Is the ability to recognize,
Targeted Questions Empathy: Is the ability to recognize,
understand, and share the thoughts and
understand, and share the thoughts and
feelings of the lead.
• Questions that are not on the script but they feelings of the lead.
• Questions that are not on the script but they
can help you get more information.
can help you get more information.
Sound Convinced
Targeted Solutions Make the lead agree, understand,
and realize that working with your
• Providing a solution to an issue or a agent is the best option.
• Providing a solution to an issue or a
question for which you may not have an
question for which you may not have an
answer but you still find a way to help.
answer but you still find a way to help.
  Examples:

• Objections or questions that a client 1. What is your agents name?

makes that you have the information to
Objections answer properly. 2. Where are you located?
 Power phrases Follow Up Script

These are customer service phrases, and they USE THE RIGHT SCRIPT: There are different
carry a little extra power to make your calls more types of campaigns such as motivated sellers
positive and efficient. and buyers, FSBO, expires, etc. Make sure you
use the right script.
 I absolutely understand…
 I can definitely help you… GET ALL KEY POINTS: Properly
 That is exactly right… qualify the lead by asking for all the key
 I completely agree with you… information required by the agent.
 That is a fantastic… CONECTING WITH THE AGENT:
 Awesome, that sounds great... o In person appointment.
o Nurture: Phone appointment.
o Live transfer.

Value Proposition
It’s usually used at the end of a call to “sell” the agent. It can include their experience (years), how many houses
they’ve sold, how “well” they know the area, if they manage any “first time home buying program”, if they’ve
won a prize, and a few adjectives like: helpful, dedicated, etc. Phrases like: he’s the best in…, he even helps
you pack!
 • Tone of voice:
QA
• Active listening:
• Targeted Questions:
• Targeted Solution:
• Objections:
1. Listen to the call
2. Answer the questions below.
3. Fill in with YES, NO, N/A the QA Behaviors.
• Power phrases:
4. Talk about WHY we gave that grade.
• Rapport/Empathy:
• Agent Information:

What would you have done better?

• Sound Convinced:
• Auto Fail:
 • Tone of voice:
QA
• Active listening:
• Targeted Questions:
• Targeted Solution:
• Objections:
1. Listen to the call
2. Answer the questions below.
3. Fill in with YES, NO, N/A the QA Behaviors.
• Power phrases:
4. Talk about WHY we gave that grade.
• Rapport/Empathy:
What POWER PHRASES did he use? • Agent Information:

What would you have done better?

• Sound Convinced:
• Auto Fail:
 • Tone of voice:
QA
• Active listening:
• Targeted Questions:
Expired(Edgar)
• Targeted Solution:
1. Listen to the call • Objections:
2. Answer the question below.
3. Fill in with YES, NO, N/A the QA • Power phrases:
Behaviors.
4. Talk about WHY we gave that grade. • Rapport/Empathy:
• Agent Information:
How did he take the lead from wanting
• Sound Convinced:
to wait 1-2 years to an appointment?
• Auto Fail:
 Objections: You say…
We got your phone/info from (source).
How did you get my phone number/information?
If you don’t mind me asking, are you going to put it
I’m no longer selling/I’m not selling .
back on the market? Or are you going to keep it? What
are your future plans?

Use value propositions to sell your agent.

What can your agent do differently from the other
agents?
Actually, you can come down to the office and Mindy Newton can explain to you her
Can you guarantee me anything? (Anything the lead marketing game on how she can sell your property in 3 months.

I myself can’t guarantee (promise) anything but I’d be more than happy to let my agent
might want you to promise). know what you’re looking for, that way he/she can give you some options (redirect
always to your agent).
At the moment we have many preapproved clients viewing homes, they are ready buy. If
Are you going to buy it if you don’t sell it within my you come down to the office my agent can explain to you her marketing strategy. I’m sure
she can sell your property in your time frame.
time frame? No, but if you are interested in selling your home. I can have my agent reach out to you
commitment free and tell you how she/he works and how they can get you the most
amount of money for your property and still within your time frame.
 Objections: Target questions:
●  Did you try professional staging?
●  Did the property receive enough exposure?
●  Do you happen to know what market strategy your
The property was not receiving the price I had in mind. previous agent used?
●  My agent works only with pre approved buyers who
have a budget close to your price range.

●  That sounds like a good idea, but for how long do

I’ve decided to rent the property instead of selling it to
you want to rent it?
make it part of my income. ●  Your idea sounds good, however have you thought
that by selling you can invest in another property that
can increase its value in the future?
●  That sounds like a great idea, but the market for
sellers is really hot right now so it will be a great
opportunity.
●  That sounds like a great idea, but the market for
sellers is really hot right now so it will be a great
In the end I’ve decided to keep the property.
opportunity.
●  Great, do you plan to keep the property just for now
and maybe sell it in the future.
 Objections: Target questions:
●  I’m sorry to hear that, what would you say he was
missing in order to sell your property?
I had a very bad experience with my last agent. ●  What do you think he/she could of done differently?
●  Can you tell me more about that experience?
●  I understand, for how long was the property was on
My property has been on the market with a fair price the market?
for enough time and it hasn’t sold. ●  Did the property receive enough exposure?
● Do you know the type of buyers your agent was
contacting? Because we only work with people ready
to buy.
●  Sorry to hear that, actually the market for sellers is
I had different offers but none of them closed so I got really hot right now so it will be a great to help you put
desperate. it back on the market…
●  Your house has the potential to be sold very soon,
actually my agent can help you get top dollar, he works
with really good investors and pre-approved clients
that for sure will hand you several offers. Would this
be something that interest you?
 Objections: Target questions:
●  Oh so sorry to hear that, but I can assure you my
agent is more hands on and really commits to selling
My last agent was unresponsive and wasn’t committed your property.
to the process of selling my property. ●  My agent makes sure to give a follow up to each
person selling by giving phone calls, sending emails
and letting them know how everything is going.
●  My agent will be with you every step of the way
that you don’t feel lost.
● Oh, well actually it’s funny you mention that
Right now the market is offering little money and the
because the market is really hot at the moment. I’m
offers didn’t catch my attention. surprised that the your property didn’t receive the
offers you were expecting. If it interest you, my agent
can explain to you her game plan on how she can sell
your property in your time frame, you said 3 months,
right?
●  And if I am not intruding, what’s stopping you from
making the move now?
I’m not looking to sell right now so I think I’ll wait for
●  Would you consider selling it now if we got those
next year. $800 k in the next 6 to 8 months?
“
Role Play
Divide in teams, team one will be the “potential client” and team two the ISA (agent’s assistant).
”
 Team 2 takes a … min break while Team 1 reads the info they’ll need for the call.
 Team 1 is on their … minute break Team 2 read the info they’ll need for the call.

The ISA will need to fill in the KEY POINTS + try to get as many extra info as possible for the agent (Extra
notes).
Days it’s been off the market: 100 days.
Address: 9913 NE 162nd Street Bothell, WA
Criteria: 3 bedrooms, 2 bathrooms, 1 car garage.
Price: $600 k.

Lead’s story: Decided to sell since this house is in a ghetto area.

They are very disappointed in agent Brown because he delivered no serios buyers and did less
than 5 showing in 5 moths. He ignored them and they aren’t aware on how the agent advertised
the property either. They weren’t involved in the selling process at all, however, they have no
idea on how to sell so they are thinking of hiring another agent. But only if the new agent can
sell in less than 3 months because they need to buy a new home in a safer area since they’ll be
adopting.

They believe that their past agent was to young and didn’t take things seriously.
Days it’s been off the market: 30 days.
Address: 15439 98th Court NE Bothell, WA

Two best friends decided to sell 8 months ago, so they hired an agent called “Robin Mosby”.
However, she had no luck. She persuaded the couple to lower the price 3 times and they
even extended the contract for a few more months but she continued to provide no serious
buyers. One visitor even vomited on the new carpet and Robin, said she didn’t see that and
left it for days until the 2 best friends went to clean it up.

Robin seems to old to know the market and to adversative.

Days it’s been off the market: 50 days.
Address: 15431 98th Ct NE Bothell, WA 98011

Canceled the contract because the agent took advantage of the woman. She and her husband
were getting divorced so they spoke to agent Missy. Missy said that she would charge them
6% and a few days later the couple signed the contract.

It was after 5 months of no results that she reviewed the contact and saw that Missy would
be getting 8%. After a nasty argument she canceled the contract.

She and her ex husband want to sell ASAP but need an experienced agent to can sell in less
than 3 months.
 L !
AL
C
Relax, Enjoy IT! It’s just practice!
Let’s ANALIZE…

How did you feel?

• Which of the 10 behaviors did you use on the
call?
What power-phrases?
TEAM FEEDBACK
• What did you like in the call?
• What would you have done differently?