Property Condition Walkthrough by Phone

Why this call matters

The offer is built on two numbers: what the house is worth after repairs, and what the repairs cost. You cannot see the house. The seller can. Your job is to be their guide, so the repair estimate is close to reality. A good walkthrough means a fair offer the first time, and no surprises at inspection.

The four rehab tiers

Tier	What it looks like	Typical signs
Easy	Move-in ready or close	Paint touch-ups, deep clean, a few small fixes. Major systems working and not near end of life
Needs Work	Livable but tired or dated	Paint throughout, flooring in several rooms, some fixtures, one system near end of life. Kitchen and baths usable
Full Cosmetic	Everything you can see needs updating	New kitchen, new baths, new floors, paint, lighting, doors. Structure fine. Maybe one or two major systems to replace
Full Gut	Down to the studs	Structural or foundation problems, fire or major water damage, mold, several major systems failed, long vacancy, unpermitted additions

Your client sets the cost per square foot for each tier, often by house size. Use your client's numbers. Never quote repair costs to the seller yourself.

Before you dial

• Calling window and attempt cap checked.
• CRM record and HOMEKEY notes open.
• Property data page open: year built, square feet, beds, baths, lot size, foundation type if listed.
• Map and street view open. Look at the roof, siding, yard and street before the call.
• Condition scorecard (below) open to fill in live.

The flow

1. Set up the walkthrough

You: Hi (SELLER FIRST NAME), it's (YOUR NAME) with (COMPANY NAME). This call is recorded for quality.

You: Today I'd like to walk through the house with you, like I'm standing there with you. It takes about 15 minutes. The more I understand, the more accurate the offer will be, and the less chance of surprises later. Is now a good time?

You: If you're at the house, even better. You can walk with me.

Why it works: Explaining the purpose (an accurate offer, no surprises later) gives the seller a reason to be honest about problems.

If they say "Just assume it needs everything"

You: I appreciate that. But if I assume the worst, the offer will be lower than it should be. A few minutes now could mean a better number for you.

If they say "Send someone to look at it"

You: We may do that before closing. This call helps us make the first offer accurate, so the visit only confirms it. Can we do a quick version now?

If your client always does in-person visits first, book the visit instead.

If they haven't been inside in a long time

You: That's okay. Tell me what you remember, and anything you've heard from a neighbor or tenant. We'll mark the rest as unknown.

Mark unknown areas clearly. Unknown is not "good."

2. Outside first

You: Let's start outside. What's the street like? Mostly owners living there, or more rentals?

You: Is it a busy road, or a quiet street? What's the speed limit out front, slow neighborhood or cars flying by?

You: What's the outside made of: brick, siding, stucco, wood? Any damage or missing pieces?

You: How old is the roof, roughly? Any leaks now or in the past?

You: Gutters in place?

You: Any trees hanging over the house, or problems with drainage when it rains?

You: What's in the back? Pool, shed, garage, deck, fence? What shape are they in?

You: Any power lines very close to the house?

Why it works: The outside affects value (busy road, power lines) and cost (roof, siding, pool). Sellers often forget these.

If there is a pool

You: Is the pool working, or empty? Any cracks? When was it last used?

A broken pool can be a large cost. Note it on the scorecard.

If they say "The roof is new"

You: Great. Do you remember the year? Did it come with a warranty?

Write the year. "New" can mean 2 years or 12.

If they mention a garage converted to a room or an addition

You: Was that done with a permit, as far as you know?

Unpermitted work can affect value and closing. Note "possible unpermitted work."

3. Structure and foundation

You: Is the house on a slab, a crawl space, or a basement?

You: Any cracks in walls or floors? Doors that stick or don't close right? Floors that slope?

You: If there's a basement or crawl space: any water, dampness or musty smell?

You: Any foundation repairs done in the past?

Why it works: Foundation problems are the single biggest cost risk. Sticking doors and sloping floors are the clues sellers can see.

If they say "There's a big crack in the foundation"

You: Thank you for telling me. That's important to know. Has anyone looked at it, like an engineer or a foundation company? Do you have the report?

Mark foundation as a 3 on the scorecard. This usually means Full Gut or a special review by acquisitions.

If they say "I don't know, I've never been under the house"

Mark it unknown. Ask: "Any musty smell inside, or water after heavy rain?"

If they mention termites or past pest damage

You: Was it treated? When? Was any wood replaced?

Note it. Old treated damage and active damage are very different.

4. Major systems

You: Now the systems. Heating and cooling: what kind is it, and how old, roughly? Does it work well?

You: Water heater: how old? Any leaks?

You: Electrical: do you know if the panel was ever updated? Any breakers that trip, or old fuse boxes?

You: Plumbing: any leaks, slow drains or backups? Do you know if the pipes are old metal or newer plastic?

You: Is it public water and sewer, or a well and septic?

You: If septic: when was it last pumped or inspected? Any problems?

Why it works: Each failed system is a large, fixed cost. Ages give the acquisitions team a real estimate.

If they say "The AC died last summer"

You: Thanks. Is it the whole system, or one part? Did anyone quote a repair?

Score HVAC as 3 (failed).

If they mention an old fuse box or very old wiring

Note it carefully. Old electrical can affect insurance and safety. Score electrical as 2 or 3.

If they say "Sewer backs up sometimes"

You: How often? Has anyone checked the sewer line?

Sewer line problems can be expensive. Score plumbing 2 or 3 and note it.

5. Room by room inside

You: Let's go inside. Picture me opening the front door. What do I see?

You: Does the inside still look like the year it was built, or has it been updated?

You: What kind of floors are in the main rooms? Carpet, wood, tile, vinyl? What shape are they in?

You: How are the walls and ceilings? Any stains, holes or cracks?

Kitchen:

You: Is the kitchen original, or updated? When?

You: Cabinets, countertops, appliances: what shape are they in? Do the appliances stay?

Bathrooms:

You: How many bathrooms? Original or updated?

You: Any soft spots in the floor near the toilet or tub? Any leaks?

Bedrooms and living areas:

You: Anything different in the bedrooms? Water stains, broken windows, damaged doors?

Windows and doors:

You: Are the windows original, or replaced? Single pane or double?

Other:

You: Any smoke smell, pet damage, or mold that you know of?

You: Is there a lot of furniture or stuff that would stay behind?

Why it works: Walking room by room in order keeps the seller's memory working. Sellers remember problems when they "see" the room.

If they say "Everything is original from 1975"

You: That's helpful to know. Original but clean and working, or original and worn out?

Original and worn usually means Full Cosmetic at minimum.

If they mention mold

You: Where is it, and how big an area, roughly? Do you know what caused it? A leak?

Mold plus a water source often means hidden damage. Score high and note it for acquisitions.

If they mention hoarding or heavy belongings

You: Thank you. Would you want to take things out, or leave them for us to handle?

Note it. Cleanout has a cost, and leaving belongings behind may be a big benefit for the seller.

6. The "your money" question

You: Last question about the house. If you were keeping it, and you had about 25,000 USD to spend, where would you spend it first?

Do not accept "nothing." Ask:

You: If you had to spend it somewhere, where would it go?

You: And is there anything I haven't asked that you'd want to know if you were buying it? Good or bad?

Why it works: People know what bothers them about their own house. This question gets the top repair priorities in their own words.

7. Confirm and close

You: Thank you. That was really helpful. Let me read back the main points. (SUMMARY OF BIG ITEMS). Is that right?

You: We may still ask to see the house in person or get some photos before closing, just to confirm. Would you be okay with that?

You: Do you have any recent photos you could text or email? It helps our team a lot.

Why it works: Reading back catches mistakes. Asking about a later visit now prevents surprises.

If they send photos

Save them to the CRM record right away and note the date taken.

If they don't want anyone to visit

You: I understand. Most buyers need at least one visit before closing. We keep it short and at a time that suits you. We can talk about it on the offer call.

If they ask "So what tier is it?" or "How much will repairs cost?"

You: Our (ACQUISITIONS TITLE) puts the repair estimate together from everything you told me and recent costs in your area. They'll explain it on the offer call.

Never quote repair costs or tiers to the seller yourself.

The condition scorecard

Score each area from 0 to 3. Use the seller's facts, not their opinion.

Score	Meaning
0	Good. Updated or newer, no issues
1	Minor. Works, but dated or small repairs
2	Needs replacing or full updating
3	Failed, major damage, or a safety issue

Area	Score (0 to 3)	Notes
Roof		Age, leaks
Foundation and structure		Slab, crawl or basement; cracks, moisture
Heating and cooling		Type, age, working?
Electrical		Panel, wiring age, problems
Plumbing, water heater, sewer or septic		Pipe type, leaks, water heater age
Kitchen		Original or updated, year
Bathrooms		Count, original or updated
Flooring		Type, condition
Walls, ceilings, paint		Stains, holes, smoke
Windows, doors, exterior		Original or replaced, siding

Total score to tier (Narqix starting guide; your client's rules come first):

Total score	Tier
0 to 6	Easy
7 to 13	Needs Work
14 to 21	Full Cosmetic
22 to 30	Full Gut

Override rule: a score of 3 on foundation and structure, or fire, major water damage or widespread mold anywhere, sends the property to Full Gut review by acquisitions, whatever the total.

Worked example

A 1,400 square foot house built in 1978. Roof 18 years old with one old leak (2). Slab, no cracks (0). HVAC 15 years old, working (1). Original panel, no problems (1). Original pipes, water heater 12 years (2). Original kitchen (2). Two original baths, one soft floor (2). Worn carpet throughout (2). Smoke stains in two rooms (2). Original single pane windows (2). Total 16: Full Cosmetic.

If your client uses, for example, a practice rate of 30 USD per square foot for Full Cosmetic at this size, the estimate is about 42,000 USD. That number is for training only. Always use your client's rates.

Objections

If you hear	Short answer
"Why do you need to know about every room?"	"So the offer is accurate. If we guess, we guess low."
"You're just looking for reasons to pay less."	"We price what's there either way. If you tell us now, there are no surprises later."
"It's all fine, trust me."	"I do. I just need the ages so our team can do the math right."

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

After the call

Next step: Attach the scorecard to the CRM record and tag the acquisitions team. If any override flag is set, say so in the first line of your team channel message.

Check yourself

1. Name the four rehab tiers in order, from lightest to heaviest.
2. The seller says the roof is "pretty new." What do you ask next?
3. What is the override rule?
4. Score this: total 12, but a large active foundation crack. Which tier goes in the CRM, and why?
5. The seller asks how much repairs will cost. What do you say?

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