The real estate consultation scenario over the phone is a step-by-step structure to receive calls, exploit needs, introduce projects and make appointments to view houses - because real estate customers mainly decide when viewing the actual property, the goal of each call is to schedule a viewing. Zenify recorded a +21% conversion increase (approved).
TL;DR
- Objective of each call: actual viewing appointment.
- Exploit needs before introducing.
- Correctly answer common objections.
- Always close with a specific appointment.
- Take notes on calls for proper follow-up.
Why is the script important?
Diverse real estate customers: buying to live, invest, relax.
Many employees, common standards help uniformity.
Cuộc gọi tốt = lịch xem = doanh số.
5-step scenario
Step 1: Initiate and create goodwill
`
Hello everyone, I'm Minh from Zenify Home.
You called the apartment... right?
Are you looking to live or invest?
`
Short, natural, no questions asked.
Step 2: Exploit demand
Housing/investment needs, budget, area, time.
Make notes in the guest profile (see What is CRM).
Step 3: Introduce the right focus
Introduce the project according to customer needs, do not list everything.
State the benefits: location, amenities, price, schedule.
Step 4: Handle objections
Objection | Reply
"The price is too high" | Compare regional prices, discounts
"Let me think" | Understand the worry, please see the reality
"My family decides" | Invite the whole family to watch together
"Wait, weighing" | Keep in touch, make an appointment to see first
Bước 5: Hẹn xem cụ thể
Closing the appointment: date, time, location (see AI finalizing the appointment).
Repeat via SMS/Zalo, remind before appointment time.
Lỗi thường gặp
Talking too much, not asking for needs.
Forced to buy over the phone — real estate customers need to see the reality.
No note — follow-up loses context.
Ignore customers who are not ready — do not follow-up.
How to deploy
Write a script based on a real project.
Training + role-playing practice.
Record, learn from experience.
Automatic appointment and reminder.
Đo: tỷ lệ gọi → lịch xem → mua.