The Offer Call

The call at a glance

Stage	What happens	Time
1. Rapport and the approval frame	Reconnect, confirm who is on the line, promise an approval or a denial by the end of the call	3 minutes
2. Recap their situation	Show you remember why they want to sell	3 minutes
3. Confirm the facts and the timeline	Check what changed, average close, belongings, anything they need help with	5 minutes
4. First hold: the file goes for review	Everything goes to the team for review; short hold	3 minutes
5. Back from hold: the last questions	No news yet, a few more questions, the commitment question	5 minutes
6. Next steps while they wait	Walk them through the process; second hold	5 minutes
7. The approval moment	Congratulations, what was approved, what as-is means	2 minutes
8. Present the approved offer	The file reference number, the number, then silence	3 minutes
9. Getting to yes	Staged moves, each one through a hold with the approver	10 minutes
10. The close	Verify, send the agreement while they watch the inbox, sign, set expectations	10 minutes

Before you dial

• HOMEKEY summary and condition scorecard read twice. Know their motivation in their own words.
• Comps, value after repairs, repair estimate and tier ready, and the opening number and the approved range agreed with (APPROVER NAME AND TITLE).
• The approver is reachable live during the call (team channel or phone), ready to answer during each hold.
• The seller's file reference number from the CRM, (FILE REFERENCE NUMBER), ready to read out in stage 8.
• Recent sold homes near the property ready to describe (street, size, sold price, condition).
• Terms options approved, if any (Version B), and whether the Retail Partnership Option is available for this property.
• The state's Market Compliance Card checked: any required wholesale or assignment disclosure, cancellation rights, timing rules. Disclosure documents ready.
• The purchase agreement prepared in the e-signature tool, but not sent. Seller names and address spelled exactly as on title.
• Your company's average close in days, (AVERAGE CLOSE DAYS), and the transaction coordinator's name ready.
• Inside the calling window. All decision makers expected on the line.

The numbers, in plain words

Learn this example. You will use it when a seller asks how the number was built, or to address the pain of the repairs.

Line	Example	What you say
Value after repairs	250,000 USD	"Fixed-up homes like yours, near you, have sold for about 250,000."
Repairs	minus 45,000 USD (Full Cosmetic)	"To get it to that condition: kitchen, baths, floors, paint, windows. About 45,000."
Costs to buy, hold and sell	minus 32,000 USD	"Then costs: closing costs, agent fees when it's resold, taxes, insurance, utilities and loan costs while the work is done. About 32,000."
Profit for the risk	minus 33,000 USD	"And a profit for the risk and the months of work."
Offer	140,000 USD	"That's how they get to 140,000."

In this example, the approver's range goes up to 150,000 USD. The seller does not pay commissions or closing costs, and does no repairs.

Version A: Cash offer

1. Rapport and the approval frame

You: Hi (SELLER FIRST NAME), it's (YOUR NAME) with (COMPANY NAME). This call is recorded for quality. How are you doing today?

Bring energy, like you are calling an old friend. Use something from the notes: "Did the move date with your daughter get sorted?"

You: Is (DECISION MAKER NAME) on the line with us?

You: The reason for today's call is to see if your property qualifies for an offer. We look at properties for one of two reasons: to fix and resell them, or to keep them as rentals.

You: By the end of this call, I can promise you one of two things. Either I'll give you an approval with an offer, or a denial with the reason why. Fair enough?

If the seller does not have your details yet:

You: Do me a favor and grab a pen and paper. I want you to write down my information so you know exactly who you're dealing with. My name is (YOUR NAME). The company is (COMPANY NAME). Our office number is (OFFICE NUMBER). Our website is (WEBSITE). Go ahead and read the office number back to me so I know you have it right.

Why it works: "Approval or denial" changes the seller's role. They are no longer judging your offer; they are hoping their property qualifies. Writing down your details makes the company real and gets the seller doing small actions with you from the first minute.

If a decision maker is missing

You: Is (DECISION MAKER NAME) able to join, even by phone for 20 minutes?

If not:

You: How did the conversation go the last time you two talked about selling? If the property gets approved today, are they on board for you to move forward?

If the other person is on title, they must sign too. Book the follow-up with both before ending the call.

If they say "I just want an offer"

You: I completely understand. At the end of this call, you'll have one. I just need a few minutes to get your property in front of the team the right way.

If they are rude or tired of investor calls

You: I'm sorry for what this industry has put you through. I'm sure you're tired of the calls, and I'll take that on the chin. But my job is to get your property approved and get you an offer on this call. Give me fifteen minutes.

If they say "Let's skip all that. What's the number?"

You: I'll get you there, I promise. I can't run numbers blind. A couple of minutes on the details, and then it goes to the team for approval.

2. Recap their situation

You: When you talked with (LEAD MANAGER NAME), you said (MOTIVATION IN THEIR WORDS). And you'd like to be done by (DATE). Is that still right?

You: If and when you sell, anything big you plan on doing with the money?

You: What matters most to you in this sale: the price, the timing, or keeping it simple?

Why it works: Reminding the seller of their own reason for selling, in their own words, keeps the conversation about solving their problem, not just about a number. Use a short third-party story here ("We just helped a landlord in (NEARBY AREA) who was in the same spot with a tenant") so they know this is not your first time.

If they say "Things have changed"

You: Thanks for telling me. What changed?

Listen fully. If the change affects the numbers (new damage, new deadline, a co-owner disagrees), note it for the approver.

If they say "I'm just seeing what's out there"

You: That's fair. What would a good offer need to look like for you to seriously consider it?

Note the answer. It tells you if this is a real decision today.

3. Confirm the facts and the timeline

You: You told us (KEY CONDITION FACTS). Anything new since then?

You: The mortgage is about (MORTGAGE BALANCE), and payments are current. Still right?

You: Quick question. Our average close is (AVERAGE CLOSE DAYS) days or less. If the property gets approved for an offer, does that timeline work for you?

You: Are you looking to leave anything behind? Furniture, things in the garage?

You: Is there anything you'd need help with that I haven't asked about? Moving, cleanout, timing?

You: Is there anything I haven't asked that you think I should know, good or bad?

Why it works: Everything they need help with becomes value you can add to the offer. Ask only about help your client can really give.

If they mention new damage (a leak last week, a broken furnace)

You: Thanks for telling me. Let me ask a couple of quick questions about it so the team has it.

Add it to what you send the approver in stage 4.

If they say "I'd need to see it in writing first"

You: Absolutely. If the property is approved and you like the offer, I'll send the agreement while we're on the phone, and we'll go through it together.

4. First hold: the file goes for review

You: All right, (SELLER FIRST NAME). Everything you've told me goes straight into our system and back to our underwriter, (APPROVER FIRST NAME). They're running the comparable sales right now, so they can see the value of your home as it sits today.

You: Thank you again for all the details. This is how we get you the sharpest, most accurate offer possible.

You: I'm going to put you on a quick hold to see if they're done and whether the property is approved for an offer or denied. If it's denied, I'll tell you why. Fingers crossed. I'm not hanging up, it's just a short hold. Hang tight for me.

During the hold (about 3 minutes): send the summary to (APPROVER NAME AND TITLE): condition, repairs, tier, motivation, timeline, seller's number. Ask what else they need to know.

Why it works: The seller waits for a decision about their house. Waiting builds anticipation, and the decision feels earned.

5. Back from hold: the last questions

You: (SELLER FIRST NAME), thanks for hanging in there. I don't have good or bad news just yet. They had a couple of quick questions I didn't have answers for. That's on me.

Ask only what you are missing:

You: When was the water heater last replaced?

You: Are the windows original?

You: Any foundation issues I should know about?

You: When was the electrical panel last replaced? Any plumbing problems?

You: How old is the roof? And the air conditioning?

You: Any liens or open mortgages besides the one we talked about?

You: Is there anything you'd still need to figure out before you could actually sell?

You: Would there be anyone who might be even a little upset if you sold the property?

Then the commitment question:

You: The underwriter asked me one more thing. If they come back with an approval and an offer that makes sense for you, are you ready to sign a purchase agreement and get the process started today?

Why it works: The last two questions bring out hidden blockers (a sibling, a lender, a move) before the number, not after. The commitment question gets the yes before the price is on the table.

If they say "I'd still have to think about it"

You: Of course. What would you need to think through? Let's cover it now, while the team finishes up.

Common answers: "talk to my kids," "check with my accountant," "compare offers." Note it, and handle it before the second hold.

If they say "It depends on the number"

You: Totally fair. If the number makes sense for you, are you ready to move forward today?

6. Next steps while they wait

You: What's the best email address for you? Let me spell it back.

You: Let me walk you through the next steps while the underwriter wraps up.

You: If the property is approved and you accept the offer, we sign a simple agreement. It's written in plain, everyday English, easy for anyone to understand.

You: Within 24 hours, you'll get a welcome call from our transaction coordinator, (TC NAME). They'll schedule photos of the property.

You: The title company checks everything to make sure we have a clear path to closing.

You: We schedule a quick walkthrough, and then we're at the closing table so you get paid. It's really that simple.

Then:

You: (SELLER FIRST NAME), my head underwriter, (APPROVER FIRST NAME), is waving me over right now. Looks like they're done with the review. Give me two minutes to check it. I'll be right back.

During the hold (about 3 minutes): get the approved number and the range for this seller from the approver.

Why it works: Explaining the process removes fear of the unknown before the number arrives. The second hold makes the approval feel like news.

7. The approval moment

You: (SELLER FIRST NAME), congratulations! Your property was just approved for purchase. This is the first one they've approved for me this week, so I'm really excited for you. Let me walk you through what they approved.

You: They approved an as-is purchase. Let me explain exactly what that means, so there's no confusion.

You: As-is means you don't have to lift a finger. You don't paint, patch, clean or fix a single thing. You can leave pictures on the wall, holes in the drywall, junk in the garage. None of it matters.

You: Whether your house is picture-perfect or needs a lot of work, the way it sits right now is exactly how they're willing to buy it. You could pack your bags and walk out the door, and we handle everything else.

You: We're talking about a (NUMBER) day close, no commissions coming out of your pocket, and we cover all the closing costs. So the number I'm about to give you is what you get at the closing table, before your mortgage and anything else owed is paid off.

Why it works: The seller hears everything they get before they hear the price. By the time the number comes, they are already picturing the sale.

8. Present the approved offer

You: Before I give you the number, grab a pen and paper for me. Write this down, your file reference number is (FILE REFERENCE NUMBER).

You: Can you read that back to me, just to make sure we have it right?

You: Perfect. Keep that number somewhere safe. Any time you call us, give that number and we pull up your file right away.

Why it works: Writing down an official number makes the approval feel real and concrete, and it is one more small action the seller takes with you before the price.

You: The offer came in strong, considering (MAIN REPAIRS).

You: The approved offer for your property, in its current condition, is (OFFER AMOUNT).

Then say nothing. Count to ten slowly in your head if you need to. Let them speak first.

Why it works: Silence gives the seller room to react. Talking now fills their thinking time with your words, and often sounds nervous.

If they say "Okay, that works"

You: That's great. Let's get it done.

Go to stage 10.

If they ask "How did they get to that number?"

Use the numbers in plain words from the table above: value after repairs, minus repairs, minus costs, minus profit for the risk. Name one or two real sales near them. Then:

You: Does that make sense?

9. Getting to yes

Every move on price goes through a hold with the approver. Never negotiate live. Come up little by little.

Step 1: Stay on their side.

You: I completely understand. This is what they've authorized me to spend.

You: The nice thing about this, (SELLER FIRST NAME), is that I'm on your side. The hard part is over. The property is approved. Now it's just about making the numbers work for both of us.

Step 2: Address the pain, then solve it. Remind them of the cost of the problem they told you about, in their words, then show how the sale ends it.

You: You told me the roof is leaking into the back bedroom and the tenant stopped paying in March. Every month that goes on, it costs you. With this, it's done. No roof, no tenant, no repairs.

Step 3: Get their number, and their commitment, before you go back.

You: I'm going to put you back on hold and see if there's anything they can do. Before I do that, let me ask you: where do you need to be, price-wise, to walk away happy?

You: Is that the best you think you can do, so I can let our underwriter, (APPROVER FIRST NAME), know?

You: And if they can come up to that number, are you ready to move forward right now?

Hold. Come back with a small step up, never the full gap at once.

You: Thanks for waiting. I pushed for you. They can come up to (NEW AMOUNT).

Repeat steps 3 and the hold, moving up in small steps inside the approved range, until you meet.

Step 4: When their number is far off. Use the repairs and costs to bring it back.

You: At that number, with (MAIN REPAIRS), we'd lose money on the house. How much closer to the approved offer can you get?

When they move toward a realistic number:

You: We're getting closer. If we cover all of the closing costs and there are no agent commissions, what's the best you can do?

When they give a number inside the range:

You: If I can get (THEIR NUMBER) approved, will you sign the agreement today?

Hold. Come back with the approval and go to stage 10.

Why it works: Each small move feels like a win the seller earned. The seller commits before every hold, so each approval ends in a yes.

If they counter close to your range

You: We're close. If I can get them to (AMOUNT BETWEEN) and close on (DATE), can we move forward today?

Then hold and get the approval.

If they need much more than the range

Use the pivot in the Retail Partnership Option script, stage 1. Or present Version B (terms) if approved. If no option fits, set a follow-up.

If they say "Another buyer offered more"

You: That's good to know. Did they say what you'd actually get at closing, after their fees and closing costs? And when they'd close? Our offer is approved, as-is, and we cover the closing costs.

Never criticize the other buyer.

If they say "I want to talk to my kids or my lawyer first"

You: That makes sense. Can we get them on the phone now, so they hear it first hand? If not, I'll send the agreement so they can read it, and we'll talk again tomorrow afternoon.

Book the call back before you hang up.

If the decision makers disagree on the call

You: It sounds like you two see it a little differently. That's normal. What questions does (DECISION MAKER NAME) have?

10. The close

Now you make statements. You are no longer asking questions.

You: Let's verify. Your names are (SELLER NAMES AS ON TITLE), the address is (PROPERTY ADDRESS), and the price is (AGREED PRICE). Right?

Before sending, if the state requires a separate disclosure (for example that we may assign the contract, or a cancellation right), include it, following the Market Compliance Card.

You: Go ahead and pull up your email. Your phone is fine if you're not near a computer.

You: The agreement is going out to you now from our team. Let me know when you see it.

Have the seller open their inbox first. When they say "I don't see it yet," click send, so it lands while they are looking.

Then use the Contract Walkthrough Call script to walk them through the agreement and guide the signature.

After it is signed:

You: Within 24 hours, you'll get a call from our transaction coordinator, (TC NAME), who will guide you from start to finish. Within 72 hours, we'll get a photographer to the house.

You: There will be a couple of times we need access to the house: for pictures, for one of our contractors, and possibly one of our financial partners.

You: Always feel free to call and ask for me, but usually I'll direct you to (TC NAME).

You: It was a pleasure getting to know you. Congratulations on bringing this chapter to a close!

Why it works: The seller is looking at the inbox when the agreement arrives, so there is no gap between the yes and the signature.

If the email doesn't arrive

You: Can you check your spam or junk folder? It comes from (SENDER NAME OR ADDRESS).

If still nothing, check the spelling of the email and resend.

If they say "Send it and I'll look at it later"

You: It only takes a few minutes together, and I'll explain each part as we go. Let's open it now while I'm here.

If they still want to wait, book a time today or tomorrow.

Version B: Terms offer

Use Version B only when your client offers terms, the acquisitions manager approved the structure for this property, and the cash offer does not meet the seller's needs. Terms deals must be prepared by a title company or real estate attorney. Always encourage the seller to get their own legal and tax advice.

When terms may fit

Seller situation	Possible structure
Owns the house free and clear, wants a higher price, does not need all the money now	Seller financing: we pay part now and the rest monthly
Has a low-rate mortgage, little equity, wants to stop the payments	Taking over payments on the existing loan (subject-to), only if your client offers it

B4. Explain the idea

You: Our cash offer is (CASH OFFER). I know that's below what you need. There's another way that may get you closer to your price, if you don't need all of the money at once.

You: Instead of paying everything at closing, we'd pay part now, and the rest in monthly payments, like a loan where you're the bank. Because we pay over time, we can pay a higher total price.

Why it works: Many sellers do not need a lump sum. A higher price paid over time can be better for them, and it must be explained simply and honestly.

B5. Present the terms offer

Example (free and clear house):

You: Here's what that could look like. The price would be (TERMS PRICE, FOR EXAMPLE 185,000 USD). We'd pay (DOWN PAYMENT, FOR EXAMPLE 10,000 USD) at closing.

You: The remaining (BALANCE, FOR EXAMPLE 175,000 USD) would be paid to you monthly, about (MONTHLY PAYMENT, FOR EXAMPLE 740 USD) a month, at (INTEREST RATE, FOR EXAMPLE 3 PERCENT) interest, with the full balance paid off within (BALLOON YEARS, FOR EXAMPLE 7) years.

You: The loan is secured by the house and recorded by the title company. That means if payments ever stopped, you'd have legal rights to take the house back, under your state's rules.

You: The trade-off is that you get your money over time, not all at once. Your accountant can tell you how that affects your taxes.

Then silence, as in stage 6.

If they ask "What if you stop paying?"

You: It's a fair question. The agreement and the recorded loan documents protect you. If payments stop, you can take steps to get the house back under your state's rules. Your attorney can explain exactly how that works where you are.

Never say "that will never happen."

If they ask "Can I get more up front?"

You: Possibly. A bigger payment now usually means a lower total price. Let me put you on a quick hold and see what our underwriter, (APPROVER FIRST NAME), can do.

If they ask about taking over their mortgage payments (subject-to)

Only discuss this if your client offers it and you are approved to present it. Explain the risks honestly:

You: In that kind of deal, the loan stays in your name, and we make the payments. Two things you must know. First, most loans have a clause that lets the lender ask for the full balance if the house is sold. Second, if payments were ever missed, it would affect your credit. We'd put protections in writing, but you should have an attorney review it before you decide.

Then hand it to the acquisitions manager if you are not the one approved for this structure.

If they say "This sounds complicated"

You: It's more steps than a cash sale, you're right. The title company or an attorney prepares everything, and you'd have time to have your own attorney review it. If simple matters most, the cash offer may be the better choice, and that's okay.

Objections

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

If you hear	Short answer
"Your offer is too low."	"I understand. What number were you hoping for, and how did you get there?"
"I can list it with an agent for more."	"You might. After commissions, repairs, closing costs and months of payments, compare what you'd actually take home."
"I need to think about it."	"Of course. What part would you like to think about?"
"A website says it's worth more."	"Those estimates assume an updated house. Let's look at what's left after repairs."
"I don't trust investors."	"That's fair. Everything is in writing, a title company handles the money, and you can have an attorney review it."

After the call

Code	Use when	CRM stage
UC	Agreement signed	Under Contract (opens the TC workflow)
OFFER	Offer made, decision pending, follow-up booked	Offer Made
NEG	Active back-and-forth on price or terms	Negotiating
RPO	Retail Partnership Option presented	Offer Made
FU-WARM	Not now, but open later	Warm Follow-up
NI	Offer declined, not interested	Dead (reason: price, or other)
DNC	Asked not to be contacted	Dead (DNC)

Next step: For UC, post in the team channel within 15 minutes and hand off to the transaction coordinator with the signed agreement and your notes. For OFFER and NEG, book the follow-up before hanging up and send the Offer Summary Email from the Email Pack.

Check yourself

1. What are the four parts of the offer math, in plain words?
2. Why do you stay silent after presenting the offer?
3. What does "approval with an offer, or a denial with the reason why" do for the seller at the start of the call?
4. What three things do you ask the seller right before each price hold?
5. When exactly do you click send on the agreement?
6. What is the main trade-off of seller financing that you must explain?

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