Inbound Seller Call

Why inbound calls are different

An inbound caller chose to call. That is the warmest lead you will ever get. But they often call with one of three moods: curious ("what's this letter?"), ready ("I need to sell"), or annoyed ("stop sending me mail"). Your first 20 seconds decide which conversation you have.

Inbound caller type	What they want	Your move
Curious	To know who you are and what you want	Be clear and calm, then ask one interest question
Ready	Help, fast	Slow down just enough to qualify properly, then book the offer call
Annoyed	To be removed	Remove them politely and quickly. Do not try to save it

Before you answer

• CRM open and ready to search by phone number and by address.
• You know which mailers, text campaigns and signs are running this week, and what each one says. A seller may read it to you.
• Lead manager or acquisitions calendar open for booking.
• For a missed-call return: it is inside the calling window in the caller's local time (Narqix default: 9 AM to 8 PM, Monday to Saturday, no Sundays or US holidays).

The flow

1. Greet, identify, disclose

You: Thanks for calling (COMPANY NAME), this is (YOUR NAME). This call is recorded for quality. How can I help you?

If you are returning a missed call:

You: Hi, this is (YOUR NAME) with (COMPANY NAME). I'm returning a call from this number. This call is recorded for quality. Who am I speaking with?

If you are calling back a lead that came from a referral or lead partner:

You: Hi (SELLER FIRST NAME), this is (YOUR NAME) with (COMPANY NAME). This call is recorded for quality. I'm calling about your property on (PROPERTY ADDRESS). You were referred to us by our referral partner. Looks like they matched your property with us because they thought we'd be a good fit for you.

You: They mentioned in the notes that you might be interested in hearing an offer on your property?

Then stop and let them talk. Take notes. This is the start of their "why."

Why it works: A clear greeting with the company name and the recording notice sounds professional and meets the rules in every state. The referral opener tells the seller why you have their details and gets them talking about their reason.

If they say "I got a letter (or a text) from you. What is this about?"

You: Thanks for calling about it. Can I get your name and the property address on the letter? I'll pull it up.

Search the CRM while they talk. Then:

You: Got it. We sent that because (COMPANY NAME) buys houses in (CITY), in any condition. We reach out to owners in case selling is ever on their mind.

You: Is it something you've thought about, even a little?

Why it works: You answer their question first, then ask yours. People open up after they feel heard.

If they say "Stop sending me mail" or "Stop texting me"

You: I'm sorry about that. Let me take care of it right now. Can I confirm the name and address on the mail so I remove the right one?

You: Done. I've removed your address from our mail list and this number from calls and texts. You won't hear from us again. Have a good day.

Code DNC for the number and add the address to the mail suppression list in the CRM. Do not pitch, do not ask why.

Why it works: An annoyed caller who is treated well tells nobody. One who is argued with tells everyone, and some file complaints.

If they say "How did you get my address?"

You: Property ownership is public record at the county. That's where the address comes from.

You: If you'd like, I can remove you from our list right now. Or I'm happy to answer any questions.

If they say "I need to sell, fast"

You: I'm glad you called. Let's see how we can help. First, can I get your name and the property address?

Go to stage 2. Stay calm and steady. A rushed seller needs a calm guide, not a rushed caller.

If they say "Where are you located?" or "Are you local?"

You: I'm with (COMPANY NAME). We buy houses all over (MARKET).

Follow the client's approved wording, then go back to your question.

If they say "Is this a scam?"

You: Fair question. (COMPANY NAME) is a real company. You can see us at (WEBSITE), and our office number is (OFFICE NUMBER).

You: You never pay us anything. Nothing happens unless you read and sign a written agreement, and a title company handles the closing.

2. Confirm owner, property and source

You: Can I confirm the property address?

You: And are you the owner, or are you calling for someone?

You: Which did you get from us: a letter, a postcard, or a text?

Why it works: Source tracking tells the client which marketing works. Owner confirmation stops you from talking business with the wrong person.

If they say "I'm calling for my mother. It's her house."

You: Thank you for helping her. Is she able to join us on the call, or is there someone with legal authority to handle the house for her, like a power of attorney?

You can collect general information from a family member, but any offer or agreement must involve the owner or a person with legal authority. Note who is who in the CRM.

If they say "I'm an agent"

You: Thanks for calling. Are you calling about a property you have listed, or for a client who wants to sell off market?

Take their details, the property address and what they are looking for. Code LISTED / AGENT and route by your client's policy.

If they say "I'm the tenant. I got your letter."

You: Thank you for letting us know. The letter was meant for the owner. Sorry for the confusion. Have a good day.

Do not discuss the owner or the property with the tenant. Note "tenant called" in the CRM.

3. Interest and motivation

You: So tell me a little. What made you pick up the phone today?

Let them talk. Then follow up:

You: How long has that been going on?

You: And if you did sell, what would that make possible for you?

Why it works: Inbound callers often share the real reason in the first minute. "What would that make possible" shows you what matters most: money, speed, relief or a fresh start.

If they say "I'm just curious what you'd pay"

You: That makes sense. Most people who call want to know their options. I can't give a fair number without a few details, so let me ask some quick questions, and then we'll set up a call where you get a real offer.

If they say "I'm not sure I want to sell"

You: That's completely fine. Nobody has to decide anything today. Would it help just to know what an offer would look like, so you can compare it with your other options?

If they say "I already have other offers"

You: Good, it's smart to compare. We'd be happy to be one of your options. What matters most to you in the offer you pick: price, speed, or the least hassle?

Note their answer. It shapes the offer call.

4. Qualify with HOMEKEY

Run the full HOMEKEY check from the Seller Discovery and Qualification script: House condition, Owners and decision makers, Motivation, Encumbrances, Key dates, Expectations, Yes step. You already have M. Cover the rest in natural order.

Fast version for inbound:

You: Who lives there right now?

You: On a scale of 1 to 10, how's the condition? What would make it a 10?

You: Is anyone else on the title, or anyone who'd help you decide?

You: Is there a mortgage on it? Roughly how much is owed? Any back taxes or liens you know of?

You: When would you ideally like to be done?

You: Do you have a price in mind? How did you come to that number?

Why it works: Inbound callers expect questions. Asking them well makes the offer call faster and the offer more accurate.

If they say "Why do you need to know about my mortgage?"

You: Good question. The mortgage is paid off at closing from the sale money, so we need a rough idea to make sure an offer actually works for you. We never want you to sign something and then find out you'd owe money at closing.

If they want to walk you through every room now

Let them. Use the Property Condition Walkthrough script and take notes. A seller who wants to talk about the house is giving you the best information you will get.

5. Book the offer call

You: Thank you, this is everything we need to start. Here's how it works from here.

You: Our (ACQUISITIONS TITLE), (ACQUISITIONS NAME), reviews the details and looks at recent sales near you. Then they call you to go over a real offer. That call takes about 20 to 30 minutes.

You: Since (DECISION MAKER NAME) helps decide, it's best if they're on the call too. Is (DAY OPTION 1) or (DAY OPTION 2) better for both of you?

Confirm the time and time zone, then follow the Appointment Setting for Acquisitions script to confirm everything.

Why it works: Explaining the next step removes fear of the unknown, and booking with every decision maker present prevents "I need to talk to my husband" at the end of the offer call.

If they say "Can't you just give me the offer now?"

You: I understand. I want the number to be right, not rushed. (ACQUISITIONS NAME) needs a little time to check recent sales near you. The soonest is (EARLIEST TIME). Does that work?

If your client allows same-call offers from inbound leads, follow your client's process instead.

If they say "Just email me the offer"

You: We can send everything in writing too. The call matters because an offer has a few parts: price, timing, what's included. We want to explain it and answer your questions live. It's about 20 minutes.

If they still refuse a call, take the email, note it, and tell the acquisitions team. Some clients send a written offer with a follow-up call.

6. Close and confirm

You: You're all set for (DAY, TIME, TIME ZONE) with (ACQUISITIONS NAME). They'll call you from (OFFICE NUMBER).

You: Is it okay if we text you a reminder at this number? You can reply STOP anytime.

You: Thanks for calling, (SELLER FIRST NAME). Talk soon.

Objections

For full handling, see the Objection Handbook in the Script Library.

If you hear	Short answer
"Your letter said you'd pay cash fast. Is that true?"	"Yes, we buy for cash and can close quickly. The exact timing depends on the title company. Your offer call will cover the dates."
"Other companies offered more."	"Could be. We'll give you our best fair number and you can compare. Ask everyone what you'd actually get at closing."
"I don't want people walking through my house."	"Understood. We keep visits to a minimum, usually one walkthrough before closing, at a time that works for you."
"I'm not ready yet."	"That's fine. When would be a better time to talk again?"

After the call

Code	Use when
APPT	Offer call booked
HOT	Qualified, but the call is not booked yet (book within 24 hours)
FU-WARM	Interested, not ready, follow-up date set
NI	Not interested, did not ask to stop
DNC	Asked to stop calls, texts or mail (also add the address to mail suppression)
LISTED / AGENT	Caller is an agent, or the property is listed
WRONG	Tenant or someone unrelated called
LIT-FLAG	Legal threats or lawsuit language

Next step: Post APPT and HOT leads to the acquisitions team in the team channel within 5 minutes, with the HOMEKEY summary.

Check yourself

1. What are the three moods an inbound caller usually has, and what is your move for each?
2. A caller says "stop sending me letters." What two things do you update in the CRM?
3. Why do you ask which mailer or text they received?
4. A daughter calls about her mother's house. Who must be involved before any offer or agreement?

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