Complete pre-sales toolkit — call scripts, lead frameworks, WhatsApp templates, objection handlers, interactive FAQ, and daily performance tracking with WhatsApp reporting.
Confirm identity. Introduce yourself. State reason for calling. Warm and natural — not robotic.
Ask the Golden 5. Listen 60%, talk 40%. Capture every answer before suggesting anything.
Recommend 2–3 matching properties with authority. Use location insights and market knowledge.
"Saturday or Sunday — which works better?" Binary close always. Never open-ended timing.
These 5 data points must be captured on every single call. Missing even one means the lead is unqualified — no matter how good the conversation felt.
The Rule: Missing even one of the Golden 5 = incomplete qualification. Update CRM before your next call. No exceptions, no shortcuts.
Plot / Flat / Duplex / Rental?
Area / zone / landmark preference?
Ask for a range — never exact only.
Immediate / 1–3 months / 6+ months?
Investment or self-use? Changes everything.
Budget confirmed and ready. Actively searching. Every delay is a risk. Treat with urgency — always.
Interested but decision pending. Budget exists. Keep warm with value — market insights, new listings.
Exploring or comparing. No firm budget or timeline. Nurture without pressure. Stay relevant.
Lead with understanding their need. Price is discussed after trust is built — never before.
After asking a question, stay quiet. The lead will fill the silence — and reveal more than you asked.
If they say "peaceful area", use it back. Mirroring creates instant, subconscious rapport.
End key answers with "Does that make sense?" — surfaces hidden objections early.
Saying the lead's name 2–3 times per call increases recall and connection significantly.
If a property doesn't match, say so. Honesty builds lasting trust and generates referrals.
Generate curiosity — not close. Let the site visit do the heavy lifting.
Best windows: 10 AM–12 PM and 5–7 PM. Avoid lunch hours for first-time outreach.
Write their exact words. Reference them next call — it shows you genuinely listened.
If they say "call Thursday", call Thursday. Reliability is your biggest competitive advantage.
When you dominate the conversation, the lead can't tell you what they need. You pitch the wrong property and lose credibility.
Talking 5 minutes about a property before asking a single question.
Ask 3 questions before saying anything about a property. Listen first, pitch second.
Rule: 60% listen, 40% talk. Every time.
Sending properties before qualifying destroys credibility. The lead thinks you're spamming — not helping.
Without budget, you're recommending blind. Leads appreciate directness.
Ask for a range, not exact amount — less pressure, same result.
95% of deals don't close on the first call. The money is in the follow-up.
"When would you like to visit?" — Answer: "I'll let you know."
"Saturday or Sunday — what works better for you?"
Without urgency, leads delay indefinitely. Give them a real reason to act now.
Target is 40–60 calls per day. Of these, aim for 10–15 quality conversations where you complete the Golden 5. If you're hitting 60 calls but only 0–1 visits, review recordings — the issue is quality, not quantity.
Best windows: 10 AM – 12 PM and 5 PM – 7 PM. Avoid lunch (12:30–2 PM) and early morning (before 9:30 AM) for first-time outreach. For HOT leads, call at any reasonable hour — their urgency justifies it.
Try 3 times at different hours over 2 days. After 3rd attempt, send WhatsApp:
Never mark a lead dead after 3 calls.
Budget confirmed + buying within 30 days. Call daily, push visit immediately.
Interested, 1–3 months. Follow up every 2–3 days.
Just exploring, no clear timeline. Weekly nurturing.
Update CRM same day — never leave for later.
Try a different channel — if calling, try WhatsApp. After 5 touchpoints with no response, send:
This often triggers a response. Move to COLD, set 2-week follow-up.
Call within 2 hours of cancellation:
Give two new options immediately. Don't wait for them to come back — you reschedule before they forget.
Use these lines in order:
Then immediately: "Saturday or Sunday?"
Always within 30 minutes of the call. The lead's interest is highest right after. A message sent 3 hours later loses 70% of its impact. Make it a habit — send immediately after logging the call.
Match their energy from the call. If they were casual, be warm and friendly. If formal, stay professional. Always use first name. Avoid overly salesy language — it triggers distrust. Be warm, helpful, and brief.
Never guess — it destroys trust when they find out. Say:
Then actually get back. This builds more trust than pretending to know.
Stay calm. Don't match their energy. Say:
Hang up professionally. Log and try again in 7–10 days. Your calmness makes an impression.
Qualify leads. Build trust. Book site visits. You are an advisor — not a salesperson.
Close deals on-site. Handle final negotiations, pricing, agreement, and token amount.
Your handoff to sales = the site visit. Do that well, and the team closes. That's the system.
Fill this out before you close your system. Takes 60 seconds. Get your score, then send your report directly to Satyajit Pradhan on WhatsApp.
The CR role begins the moment a lead completes a site visit. Your job shifts from generating interest to nurturing decision. This is where deals are won or lost. The next 72 hours after a site visit are the most critical window in the entire sales cycle.
Customer Relationship — the post-visit nurturing process. You become the lead's trusted advisor and guide them from "maybe" to "yes".
The first 72 hours after a site visit are when the lead's enthusiasm is highest. Act fast. Delay means doubt enters — and doubt kills deals.
Move them from Visit Completed → Token Payment → Agreement. Each touchpoint should bring them one step closer to commitment.
Strike while the iron is hot. Send a warm, personal message within 2 hours of the visit ending.
Key Rule: Do NOT send a generic "hope you liked it" message. Reference something specific they said or reacted to during the visit. Personalisation = trust.
Call the next morning to understand their reaction — do this before they talk to anyone else who might create doubt.
Listen carefully for:
Each response requires a different strategy. Log everything in CRM.
By Day 2–3, most leads have either processed their excitement or started doubting. Your job is to address doubts and gently apply pressure.
If they mention family: Offer a second visit with family members — make it easy for them.
If the lead is positive but not committing, introduce the token concept. It removes risk for them while creating commitment.
Why this works: A token shifts the lead from browser to buyer psychologically. Even a small amount creates ownership mindset.
Process token immediately. Notify closing team. Update CRM to "Token Paid". Celebrate with lead.
Ask: "What specific concern is holding you back?" Address it directly — don't ignore it.
If they haven't converted after 7 days, they are still valid — just slower. Don't abandon. Stay relevant every 3–4 days.
Rule: Every follow-up must add value — not just "any update?" messages. Value = reason to keep talking to you.
The laziest follow-up. Adds zero value. Replace with: a market insight, a new photo, EMI calculation, or a new availability alert.
They won't. You must initiate every touchpoint. A lead who's quiet is not uninterested — they're waiting for a reason to say yes.
If they say "I'll think about it" — that's not the real concern. Dig deeper: "Is it the price, the location, or the timing that's holding you back?"
Never promise a discount you haven't confirmed. It destroys trust when you can't deliver. Always say "Let me check with my manager."
Always offer a second visit — especially for family involvement. A second visit is 60% more likely to lead to token payment than a first visit.
Every call, WhatsApp, and meeting must be logged with stage update. Without CRM updates, no one — including you — knows where the deal stands.
CRM is not admin work. CRM is your live map of where every deal stands and what action to take next. Executives who update CRM daily close 3x more deals than those who don't. This is not optional.
Lead has just come in from an ad, referral, or walk-in. Not yet called.
Call within 30 minutes of lead assignment. Every hour of delay = 10x harder to connect.
Name, number, source, date of assignment. Mark as "New" until first call attempt.
First call made. Lead picked up. Golden 5 partially or fully captured.
All 5 qualification questions answered. Lead has confirmed a site visit date and time.
Visit date, time, property to be shown, executive accompanying, lead's budget and preference.
Send confirmation WhatsApp. Call morning of visit to confirm. Brief the site team if needed.
If lead doesn't show: Call within 1 hour. Reschedule same day. Log "No Show" in CRM with reason.
Site visit completed. Now the most critical stage — first 72 hours.
Lead has expressed interest but is negotiating — price, payment plan, amenities, floor, or other terms.
Exactly what they asked for. What you offered. Manager approval status. Counter-proposal if any.
Never promise what you haven't confirmed. Every commitment made verbally must be logged and sent in writing.
Key CRM Field: "Negotiation Status" — log every exchange with date and time. This protects you if there's a dispute later.
Token amount received. Property blocked for this lead. Deal is 80% done.
Agreement signed. Full or scheduled payment in process. Deal is closed.
Agreement date, total value, payment schedule, closing executive name, commission status.
Ask for a referral within 48 hours of closing — this is when gratitude is highest. Log referrals in CRM as new leads.
Referral Script:
Lead has explicitly said no, gone completely silent for 30+ days, or booked elsewhere. Don't delete — archive.
Remember: 30% of "dead" leads re-engage within 6 months. Never truly delete a lead.
Check today's follow-up list. Identify all HOT leads for same-day call. Note any stage changes needed. Plan your call order by priority.
Log every call made today. Update stage for all leads contacted. Set follow-up reminders for tomorrow. Flag any escalations for manager.
Memory fades fast. Log the key outcome immediately after hanging up — not at end of day. 5-minute logging saves 50-minute confusion later.
Every lead in CRM must have a next action and a next date. A lead with no next action = a lead you will forget. No blank next actions — ever.
Every Monday: review all STAGE 3+ leads. Which ones moved? Which are stuck? Any deals at risk? Bring a list to your manager meeting.
Know your numbers: Visit-to-Token %, Token-to-Close %. These metrics tell you where your sales process breaks — and exactly what to fix.