The first follow up phone call is made immediately after a prospect leaves the model home. This call is designed to set you apart from the competition. The goal of this call is to thank a prospect for visiting the model home and put her on notice that you intend to follow through to determine buying interest. The phone call is short and to the point.

The following is an example:

"Hello, this is (your name) with (builder's name). I'm calling to thank you for visiting (builder name). I'll call you tomorrow evening to answer additional questions you may have and arrange for you to return for a second visit. Once again, thank you for visiting (builder name). Make it a great day."

This phone call, most of the time, is left on voice mail. When she returns home, she is immediately reminded of the visit to your model home and will anticipate your phone call the next evening.

What happens if your prospect only provides you with a mobile phone number? My advice is to always review prospect registration information before they leave the sales center. If only the cell number is listed, ask about a home phone number. Many people have a home and cell phone number. If not, go ahead and call the cell phone. The worst thing that can happen is the prospect answers and you thank them once again for the visit. You still achieve your objective of differentiating yourself from the competition.

Second follow up phone call

The second follow up phone call is a formal phone call. This call is made between 24 and 48 hours following the first visit. Over the years I've asked salespeople how long they wait between a prospect's initial visit and making the first phone call. I am constantly amazed because most salespeople wait as long as a week to make a follow through phone call. This is a mistake.

There is a cliché that fits this situation perfectly -- out of sight is out of mind. When a prospect leaves, she has the whole world from which to choose. The only way to separate you from all other salespeople is to immediately reconnect with her. This simple act keeps you, your community and builder in mind. Pre-plan your call

Before you pick up the phone, stop and ask yourself, "Have I done my homework"? Am I clear about my objectives? Do I know what I'm going to say after "Hello"? Am I prepared to overcome foreseeable objections?

Careful planning is essential to effective phone follow up. For each call, set intermediate objectives based on the justification established in the initial visit. Write down these objectives and keep them in front of you. Remember the primary objective is to bring her back for a second appointment. Tell her just enough to heighten her interest but not so much that you answer all her questions.

A good way to gain and keep control of the telephone call is to follow a well-planned, not canned, presentation. Here are the ingredients of a good follow up phone call:

Identification -- first identify the party you're calling and then identify yourself and the builder you represent.

"Donna, this is Joan Harris from XYZ Builders. I promised to get back to you, and I wanted to make sure I did."

Qualify for convenience -- make certain your prospect is not too busy to talk and listen. No one likes feeling trapped, and everyone appreciates common courtesy.

"'Do you have just a minute or two?"

Disclose the benefit -- what will result from the second appointment -- this is where you refer back to information you learned during the first meeting - this allows you to personalize the call and heighten your prospect's interest.

"I think I've found a way to get you most of the options you want and save you some money."

Justify the action – make sure your prospect understands the benefit to be gained.

"If you and Bob can set aside just one hour, I can explain what this will mean to you."

Suggest a time and place – keep the initiative and keep control of the selling situation.

"How about meeting me here Wednesday night at the model home, say 7 p.m.?"

Confirm and hang-up – don't waste time with small talk. Once you have met your objectives of bringing your prospect back for a second visit, go ahead and bring the call to a close.

"Great, 7 p.m. Wednesday. I'm looking forward to seeing you both."

Whether you adopt this exact format is beside the point; the goal is to adopt some sort of planned presentation that allows you to gain and retain control of your follow up calls.