Weekly Seller Update Calls

Before you dial

• CRM record open: status, last note, next deadline, any open seller items.
• Title's latest update on file (do not call the seller with old news).
• Know the seller's local time. Call between 9 a.m. and 8 p.m. their time, Monday to Saturday, and follow any stricter state rule or client policy. Respect any preferred times they gave you.
• If the client records calls, know the recording disclosure and say it at the start.
• One clear purpose for this call written at the top of your note.
• A pen and the seller's file notes from acquisitions (their situation, worries, family names they mentioned).

The flow

Stage 1: The welcome call (Day 0)

You: Hi, is this (SELLER FIRST NAME)?

Them: Yes, who is this?

You: Hi (SELLER FIRST NAME), my name is (YOUR NAME). I work with (COMPANY NAME) on your property at (PROPERTY ADDRESS). Is now a good time for about five minutes?

Why it works: name, company and property in the first breath. The seller knows instantly this is about their sale.

You: First, thank you for choosing to work with us. I am your transaction coordinator. That means I will be your main contact from now until closing. My job is to keep everything organized and keep you updated, so you never have to wonder what is happening.

You: Let me explain the next steps in simple terms. Today we are sending your contract to the closing company, (TITLE COMPANY). They are a neutral company. They hold the deposit, check the property records, pay off any loans, and send your money to you at closing.

You: Over the next week, they will search the property records. They may send you a short form asking for your details. I will help you with anything that is confusing.

You: Our target closing date is (CLOSING DATE). I will call you at least once a week with an update. What is the best way and the best time to reach you?

You: A few quick questions so there are no surprises later. Is anyone else on title with you, or does anyone else have an interest in the house?

You: Do you have a mortgage or any other loan on the property? About how many?

You: Is anyone living in the house right now?

You: Is there a homeowners association?

You: Thank you. What questions do you have for me?

You: Great. I will send you a short email with my contact details and the closing company's name. Talk to you soon, (SELLER FIRST NAME).

Why it works: the seller learns who you are, what happens next and when they will hear from you. Your questions catch title issues on Day 0.

If they ask: "Where are you located?"

You: I'm with (COMPANY NAME). We work with homeowners all over (MARKET), and I'm on the closing support team. I keep the same hours as your closing company so I can help you in real time.

Coach's note: How you answer location questions depends on the client. Use the client's approved wording. Never mention your own country.

If they ask: "Are you recording this call?"

Answer truthfully based on your client's setup. If the call is recorded: "Yes, calls may be recorded for quality and accuracy. Is that OK with you?" If they say no, follow your client's policy for unrecorded calls or offer to continue by email.

Stage 2: The weekly update call

Use this shape every week. It takes 3 to 5 minutes.

You: Hi (SELLER FIRST NAME), it is (YOUR NAME) from (COMPANY NAME), with your weekly update on (PROPERTY ADDRESS). Do you have a few minutes?

You: Here is where we are. (ONE SENTENCE STATUS, FOR EXAMPLE: THE TITLE SEARCH CAME BACK AND THE ONLY ITEM IS YOUR MORTGAGE PAYOFF, WHICH THEY WILL PAY AT CLOSING).

You: Next, (WHAT HAPPENS NEXT AND WHEN).

You: This week, I need one thing from you: (SELLER ACTION, OR "NOTHING THIS WEEK").

You: How are you doing with your plans for the move?

You: Is there anything you are worried about, or anything you want me to check?

You: Thank you. I will send you a short email with what we discussed. Talk to you next (DAY).

Why it works: status, next step, one action, then the seller's own concerns. Asking about their move shows you care, and often reveals problems early (a delayed new home, a tenant, family disagreements).

Status lines you can adapt

• "Your file is open and the closing company has received the deposit."
• "The title search is in progress. We expect it back by (DATE)."
• "The title search is back. The only item is your loan payoff, which they will pay from the sale at closing."
• "Title found one item that needs attention: (ITEM IN PLAIN WORDS). Here is what we need to do about it."
• "We have a buyer lined up and everything is moving toward our date of (CLOSING DATE)."
• "The closing company is preparing the final figures. I will walk you through them as soon as we have them."

Stage 3: Milestone calls

Call within the same business day of each milestone.

Milestone	What you say
Deposit received	"Good news: the closing company confirmed it received the deposit today. Your file is officially open."
Title search clear	"The property records are back, and there is nothing unexpected. That is great news."
Closing date confirmed	"The closing company has confirmed your signing for (CLOSING DATE) at (TIME). Here is what to expect."
Figures ready	"The closing company sent the estimated figures. Can I walk you through your side now?"
Funded	"Your sale is complete and the closing company has sent your funds. Thank you for trusting us."

Stage 4: The delay call

Delays are normal. How you deliver the news decides whether the seller stays calm.

You: Hi (SELLER FIRST NAME), it is (YOUR NAME). I want to give you an update myself, because I promised I would always keep you informed.

You: We need a little more time than planned. The reason is (PLAIN REASON, FOR EXAMPLE: THE COUNTY IS TAKING LONGER TO SEND THE DEATH CERTIFICATE THE TITLE COMPANY NEEDS).

You: The new target date we are working toward is (NEW CLOSING DATE). The team will send you a short document to update the date in the contract.

You: I know this may be frustrating, and I am sorry for the wait. What questions do you have?

Why it works: you call before they wonder, you give a clear reason in plain words, you give a new target, and you acknowledge their feelings.

Stage 5: Voicemail and text

You (voicemail): Hi (SELLER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME) with your weekly update on (PROPERTY ADDRESS). Everything is (ON TRACK / MOVING FORWARD). Please call me back at (YOUR PHONE) when you have a moment. Thank you.

Text (only if the seller agreed to texts): Hi (SELLER FIRST NAME), it is (YOUR NAME) from (COMPANY NAME). Quick update on (PROPERTY ADDRESS): (ONE LINE STATUS). Call me at (YOUR PHONE) with any questions.

If they say...

"When do I get my money?"

You: The closing company sends your funds after everyone has signed and the buyer's money has arrived. Usually that is the same day or the next business day after signing, depending on the closing company's process. They will confirm how you want to receive it, by wire or check. I will tell you as soon as they send it.

"How much will I get?"

You: The closing company will prepare the exact figures a few days before closing. They start from the price in your contract and subtract your loan payoff and any costs the contract says you pay. As soon as I have their estimate, I will walk you through every line.

Never estimate numbers yourself before title's figures are available.

"Why is it taking so long?"

You: I understand, waiting is hard. Right now we are waiting on (SPECIFIC ITEM). That step protects you, because it makes sure the sale is clean and nobody can make a claim against you later. Here is what I am doing to move it forward this week: (ACTION).

"I got another offer" or "I want to cancel"

You: Thank you for telling me directly. I appreciate that. Can you tell me a little more about what is going on?

Listen and write down their exact words. Then:

You: I want to make sure this is handled properly. I am going to share this with the team right away, and someone will get back to you today.

Red escalation within 15 minutes (page 10, drill 1). Do not argue, warn, or mention legal consequences. If a state cancellation right applies, the seller's request is honored through the correct process.

"Can I stay in the house a few days after closing?"

You: Let me ask the team. If it is possible, it needs to be written in an addendum so everyone is protected. I will come back to you by (DAY).

"Do I need to clean the house or remove everything?"

You: Let me check your contract so I give you the right answer. (READ THE CONTRACT TERM). If you want to leave anything behind, tell me and I will confirm with the team.

"What do I need to bring to closing?"

You: A current photo ID, like a driver's license or passport. If anyone else is on title, they need to sign too, with their own ID. The closing company may also ask for your keys, garage openers and any codes. I will send you a checklist before the day.

Objections

Seller concern	Your response focus
"I have not heard from anyone."	Apologize sincerely, give a full status now, agree a weekly call day and time
"The title company keeps asking me for things."	Explain why each item is needed; offer a three way call with the closer
"My family thinks I am selling too cheap."	Listen. Do not debate price. Pass the concern to the client the same day
"I do not trust email links."	Offer to stay on the phone while they verify the sender, or ask title for a paper option

After the call

(DATE) · Status: (CODE) · Heat: (Green/Yellow/Red)
Done: Seller weekly call (time), (connected / voicemail). Shared: (status). Seller said: "(key words)".
Waiting on: (seller action, if any) by (date).
Next: Next seller call (day), owner TC. Follow-up email sent: yes/no.
Risk: (none, or one line)

Send the follow-up email the same day (Script 05, template 6 or 7). If the seller raised any concern about price, cancellation or family disagreement, escalate before the end of your shift.

© Narqix Academy