Smarter Real Estate Conversations Start Here: AI-Powered Call Insights in Your CINC CRM

In today’s market, every call matters—and remembering the details can make or break your next deal. That’s why CINC introduced its newest feature: AI-powered call transcription and insights. It’s not just about recording calls; it’s about transforming them into actionable data that helps you coach smarter, follow up faster, and uncover opportunities you might otherwise miss.

Our latest webinar explored how instant call summaries, searchable transcripts, and built-in insights can elevate your conversion strategy—whether you’re a solo agent looking to sharpen your skills or a team leader aiming to boost performance. Ready to see how technology can turn conversations into closings?

Watch the on-demand webinar or read the transcript below.

Transcript

Jeff Walker: [00:00:00] I am Jeff Walker, Chief Product Officer at CINC, and Tamara is our esteemed trainer with all the product expertise.

Tamara Ward: Glad to have everyone on.

Jeff Walker: And Matt, why don't you introduce yourself.

Matt Feathers: Yeah, thanks for having me, guys. My name's Matt Feathers. I'm a real estate agent in the Nashville area. But I'm also a trainer for the CINC Live team, so super pumped to be here for this awesome feature rollout and update, and I appreciate you guys having me.

Jeff Walker: Yeah, so Matt's living the experience every day, and so we're excited to have a. Your perspective on this as we look at learning how to use the product, how to activate the product but also really how to how to find value in it and how with the new call transcript feature to have it impact your conversations and your transactions ultimately.

Alright, we got [00:01:00] almost a hundred folks on now, so let's get started. Great to see everybody. Thanks for chatting too. Okay, so you are here today to talk about the new call transcription release, which was a rollout on the that we introduced earlier this month, so I think the first week of November.

So we're very excited to be able to show it to you guys, chat about it and answer your questions as well. So if you have questions, you can drop them in the do we have q and a set up? If we have q and a set up, drop it in the q and a. If not, you can drop them in the chat. And we've got additional folks from CINC who are manning the chat and ready to answer as well.

But we can bring up questions for the whole team if you'd like to raise that as well. So first we'll introduce call transcription and we'll talk about how to activate and the pricing on this product. And then, as I mentioned. We really wanna spend some time of how to use this to improve results.

So it's not just the rollout of the feature, but let's talk about what can you do to actually make a difference in your [00:02:00] business by using call transcripts. So really the problem we're solving, and this has been a, a feature I've been with Stink for five years now and certainly predates me with clients asking for this ability to have call recording or call transcripts.

Because obviously this is a business where it's about calling leads. And so that creates pain points where you're on the phone and trying to figure out, okay, I gotta listen to this call. Really be present with this call and listen to what that client's saying. Think about how I want to position this.

But also remember everything that has been said. And so it's really easy to finish a conversation, especially if you're power dialing and going through multiple and remembering what you said what the client's preferences and their why was, and timeframe, things like that. The things that you're going to use to create the best.

Follow-ups and to reflect on how you can improve. So in, in a world where we can always iterate and get better at what we're doing having that time to take [00:03:00] and say, how can I move my appointment conversion rate up from where it is and get it a few points higher so I can have more face-to-face coming out of these calls.

And so that's what this is all about with call transcription. You can improve your call outcomes and and that's the main focus that we're really looking on here that with this feature, you can improve and be better on these calls and have better results. And so some of the advantages here with the product.

And we'll be diving in, taking a look at it in just a second as well. But setting the stage here, it gives you instant clarity on what was said on every call, so you don't have to remember and you don't have to take notes, which should be a big load off so you can be present on the call.

'Cause everything's being captured and you don't need to worry about writing it all down as you're going or afterwards. Smarter coaching. If you're coaching yourself, if you're a solo agent or if you're a team leader and you're coaching your team, we can all get better and [00:04:00] find out what's working, what's not working, and keeping in mind it, it's really easy to, you learn what the best strategies are, best practices are, and then in the moment.

They can sometimes slip your mind when you're in the middle of a conversation. And so being able to go back and then and then look and evaluate yourself is gonna help you build that muscle to, to have those best practices. Front and center in those calls, as you go forward, faster follow up. So remembering what those action items are and capturing those so that you can set the right follow ups is an important part of this.

And then of course, better team results. If you are running a team, you don't necessarily have exposure to what your agents are saying on the phone. So if there's, if if your agents are like, yeah, that none of the leads are good, it's hard to know what, without actually being able to see. What's happening in those conversations?

Is it really a lead issue or is it a conversation issue and missed opportunities?

All right, so first [00:05:00] up if you're going to activate. Call transcription. The prerequisite is that you have the CINC dialer product and so many, if not most of our clients have the dialer. Even if you're not using the dialer today, you might have the dialer available to you. But the in order to transcribe the calls need to be made through the dialer, which is then going to be running through the phone lines and where we have the transcription attached.

And they need to be done on the web. So this is a product for. The CRM on the web when you're using the dialer there, the transcription is not yet available on the mobile app, so it's just when you're on the web. So you're sitting down to make your morning calls. It's going to be recording all of those with transcription and then adding the transcript and the summary to your lead details.

We do recommend this is a great opportunity to. Have a good setup. And so making sure that you have good [00:06:00] microphone, headset noise canceling microphones are great. The quieter the background noise is on the call, the better the transcript is gonna be. So one of the things that we see with the transcripts is if there's loud noise in the background or shuffling or voices or TV or people talking you don't capture it as well.

But if you're in a nice, quiet space when you're making these calls and you have a good mic, it's gonna be great.

And we'll take a look to, in just a second on how to know if you have the dialer and how to assign phone numbers to it. So we'll look at the product live in just a second. So the pricing on the call transcript, so you can add this is the pricing is on a per active line basis, so it's $25 per month.

Proactive line, there's no usage fees. And so it doesn't matter if you make million phone calls and have, them all being transcribed, that's all fine, but it's on a per line [00:07:00] basis. It's going to be billed based upon how many lines were you had actual dials on with conversations during that month.

So if you've got a three line dialer, but you're only making calls on one of them or you only have a couple of them assigned to agents. Then your monthly cost is just gonna be based upon the lines that were active. I'm just gonna check the chat right now to see if there's any and maybe Tamara or Matt, is there anything in the chat so far that I need to address before we move forward?

Tamara Ward: Yeah we just got one from Steven. He said I have some tech questions when it comes to the dialer. The dialer records, most calls as spoken to when I never actually spoke to the lead. Will the transcription know, that it was not an answer, or if it was an answering machine instead of spoke to. And I can help address that, or Jeff, if you wanna address that too.

That's go ahead

Jeff Walker: Tamara. Yeah, you can take that.

Tamara Ward: Yeah. So the great thing about call transcription sometimes right now with the dialer, it, if. If it's a certain length of time, it will [00:08:00] recognize it or think it's a conversation when you're right. It could be an answering machine or a voicemail. The great thing about call transcription is it's going to actually more recognize that conversation.

And you'll see an insights column and Jeff is gonna show you that. So it's going to actually recognize that insights were captured. And then even better on the call summary report, or when you're looking at a leads profile, you'll be able to actually see the length of the call and you can filter. So when you're looking at past conversations, you're gonna be able to.

Say, Hey, I just wanna see the conversations that were maybe over two minutes in length because I'm looking for those quality conversations. Maybe not just the people who picked up and said, can't talk right now. So it's gonna help you better filter to see those true quality conversations.

Jeff Walker: Great. Yeah, so I may, that probably will all be clear when we open it up and take a look at how it [00:09:00] actually works. So thank you. I remembered I passed this screen without pointing out this QR code it occurs to, to me that some folks might, have the dialer but have never used it, and and in which case you might want to go to the CINC help center after this meeting.

And there's a great tutorial that Tamara gave that is linked from this QR code. Or you can just Google it. Which you can look at CINC pro dialer tutorial and you should be able to find it. But that walks through how to set up a campaign with a dialer and how to activate calling with the dialer if you've not used it before.

And it's available on your platform. If you don't have the dialer at all, it isn't add-on product. And you can talk to your account manager about that, but the dollar is the prerequisite. I'll hold that up there for just another second in case anyone needs to take a picture of that QR code to get to the dialer video that walks through how to use the dialer.

Tamara Ward: Yep. And I also just put the link in the chat too. Oh. So if [00:10:00] you're even better, somebody who likes to click, there you go.

Jeff Walker: Makes it even easier. And then all this month we've had access to the call transcription for free. So this provides an opportunity to try it out and see how it works for you.

The billing won't start. That $25 per line won't start until December. So you've 10 days left in November. If you'd like to get started with it and and see how it's working for you. So a couple of more things about. How to set up called transcription. It can only be activated by site owners today since the product that's going to be billed.

And I will show you how to do that in just a second, but if you're not an owner of the site, then the site owners who would need to switch it on. We'll show you how to switch it on just a second, but it's in your dialer settings page. And then I'll just jump to the next screen, which actually shows what it looks like.

And then there's another option about call [00:11:00] is being recorded message. So you see here in the settings menu, there's a dialer settings option, and then you can see if you have a dial that's active it's going to show up here. And then if you do, then you have access to. The dial recording settings and what you can toggle on here is this site-wide call recording.

And when you do that, it's going to ask you to confirm it by typing a word that that you're turning it on, and then it will work. There'll be nothing more to wait for. So you'll start getting the, call transcripts as soon as you make your next phone calls with the dialer. And they populate pretty instantly.

So right after you make the phone call, the transcript should show up. On the lead, we'll see where, how it shows up. So the other thing to be aware of is we've enabled this feature by default, which is the call is being recorded [00:12:00] message. And this is something that you can. Toggle. But in order to offer the best protection, we wanted to give you the ability to make sure that if you need to have that message played at the beginning of every call.

So if this is toggled on the call is being recorded message. When you call, there'll be an automation that says, this call's being recorded. And then and then you'll be speaking. It's something that you can choose to toggle off. Go into the next slide here. So if you wanna toggle that off some clients prefer to just make it part of their script where they just say, let's just do the regular CINC script.

Say, hi, this is Jeff from the home search site. I'm calling on a recorded line. I noticed you were looking at homes in Marietta. You're looking to make a move soon or just browsing. And so they just work in this on a recorded line. It comes out naturally as part of that opening [00:13:00] line. It is something where there are different regulations on a state by state.

Basis. And we would recommend that you contact your attorney and let them know you're going to be enabling call transcription, call recording. Of course it's always safest to just. Say the call is being recorded but you can also talk to your attorney about their advice for, in your particular situation.

Is that something that you need to say in your location or not? So we're giving we're giving you an option to handle it by default, but also the flexibility to deactivate it based upon the advice that you're getting for running your business in your location.

Matt Feathers: Hey Jeff, I thought Daniella had a good question.

Asked if the transcription would transcribe other languages.

Jeff Walker: Oh, it is a good question. So right. Not yet. Right now. So right now it's only transcribing English. It's something that we expect will expand to other languages in the future. Great point. If what's one I'd wanted to bring [00:14:00] up anything else that we need to address right now?

Tamara Ward: We did have a question that just came in regarding can you have your own phone number When using the dialer, you do have to have a CINC phone number set up, but when you are making outbound calls in the dialer settings, you do have the option to pick what you prefer your caller ID to be. So you can say, use my CINC number as the outgoing caller ID or use my personal.

Jeff Walker: Let me open up the dialer setting so you can see how this, this is, yeah, this is Tamara is here. So Tamara, can you tell us about what all this means here under dollar agent settings and how to know who's on and who's off of a dialer?

Tamara Ward: Yes. So when you're looking at this screen this is our test training site.

So all of these agents are fake agents. I'll mention that, but one, you'll see Twilio number we'll call that often at CINC CINC number. That number [00:15:00] does need to be added to an agent profile. And you can see on the right hand side, if somebody does not have a number, it says no number.

There's an option that says add phone number. When you click that, it opens up a prompt. You type in the word dialer and it will. Automatically sorry. You can, it will automatically assign a phone number. I'm getting ahead of myself. Now when you're also looking at this, if you wanna know who already has a dialer line you can see if it says remove dialer, that individual does have an active dialer.

And they can make. Call campaigns using the dialer on their desktop or on the app. Now again, call transcription though at this time only is gonna work on the desktop version of the dialer. If you do want to remove the dialer from an agent's profile, you can just simply click remove dialer. If you want to add the dialer, [00:16:00] all you have to do is click add dialer on that right hand side.

And Jeff, I don't know if you can do that for one of these. Test agents. And you'll see it says please be advised that adding the dialer could increase your monthly dialer charges. Press type in the word dialer to confirm. Now, currently we have a little bug. It doesn't look like there is a type field, but if you click, you are gonna be able to type out the word and then when you hit confirm, it will automatically add a dialer line for that agent.

One thing, Jeff mentioned this, but this call transcription is a site-wide toggle. It's not something that you can pick per agent. So you can't say, Hey, abou wants call transcription, but Bernadette doesn't. When you do toggle it on, it will automatically toggle it on for everyone with that active dialer line.

Jeff Walker: Yep. But it will only be billed for the lines, which are phone calls are actually [00:17:00] happening on. Alright, perfect. Alright, so we've covered that one. So next is how to, once you've got transcripts activated, how to actually see them. So there's two different places where you can see them. You can see them in the call summary report, and you can see them on the lead details when you're actually looking at the conversations tab inside lead details.

So probably the best thing to do here is just go back to the product live. And so underneath the. Launchpad we have the call summary and in the call summary, if I open up Tamara's logs.

Now I have some new options here in in my menu to filter. So this is where you want to go if you wanna review all the conversations that have been happening with your leads. And I can say, okay I don't wanna [00:18:00] see voicemails and stuff, so I only wanna see calls that were over a certain length, and so I might say they're a minute or longer.

And that's going to help me find the ones that. We're actually connected. And so I can see that this was a three minute and 38 second phone call. The other thing you can do is you can call insights, means that we have the transcript. And the summary. And so you can also filter by has insights if you wanna limit it.

If there are some leads which don't have a transcript, then you can filter them out by using that one right there. So here I can open the insights and it's going to open up this drawer here where it shows me the summary. And so the summary is just an AI summary of the entire transcript. So it gives you that quick overview of what happened, which you then use is great for is cutting and pasting into a note as well.

But the transcript is going to show you the. [00:19:00] Full threaded transcript, kinda like what with our CINC AI texting where it's going to show you what each person said and you can review everything that was said on that call. So I gonna scroll down here.

You can see the entire thing. You can see there's gonna be some cases when you review these where if there's noise or sometimes people talk over each other and the transcript's not able to quite catch it. It's gonna add little things like here, noise or.dot dots means that there was some filler word that was said and it skips that.

So you'll find that probably 90, 95% accurate. But in most cases there's muffled. There's some parts which are muffled where you just have to skip past that part. But what we found is, it gives. The summaries are great. It gives a greater review of what happened on that call and helps you remember what are the key details the, their motivation, their preferences and the [00:20:00] next actions that have been committed to.

Tamara Ward: Two things I just wanted to comment. Sometimes also personal I identifiable information could sometimes be left out of the transcript just for privacy reasons. And then in that transcript section you can also search tricky words. So if you remember in a conversation, a lead said something and you don't wanna go scrolling through the whole conversation, you can actually type in keywords and it will highlight those keywords.

Jeff Walker: Yep. So you said coffee in there at some point oh, it highlights the match. Okay. There it is. Great. All right. So that's the one place. So if you wanna review them in bulk, that's where you go. You go to the call summary. If you are looking at a individual lead and you're wanting to see what has been said on the calls.

That is now added in the conversations tab. So the conversations tab is where you, where CINC [00:21:00] AI is communicating. So you're seeing the text thread there, and now there are call transcripts there as well. So you might have multiple calls. So you can select the call and you see exactly what we just saw in the call summary page where you've got the summary and the full transcript.

And they get attached to the lead.

1. So I think I hit everything on that front of where to find it. Alright, so that is how you use the product where the transcripts show up. So next we'll talk more strategically about how to put it to use for you in a way where you can impact your business. And Tamara. And Matt, any other questions about the, how the product is used before we move forward?

Tamara Ward: Somebody did ask if they have to have the [00:22:00] other AI CINC features yeah. Enabled on their site in order to use this. And the answer to that is no, they're separate. Now, I do recommend if you're not using Alex, our AI for texting and nurturing your leads and engaging your leads through text conversations.

Definitely encourage that is something you consider in the future, but they are separate. You don't have to have Alex in order to have this. The only thing you have to have is the dialer.

Jeff Walker: Yeah, and what's something that we're really focused on it, we're really focused on having the, our CINC ai become smarter and better at long-term nurturing as well.

And this will actually be one of the pieces of context of what the AI can know about. In order to deliver the right message to the lead as part of their nurturing. So that's something that you can look forward to as you're having call transcripts. The call transcript might have already. Found out everything about the leads, preferences, and and their motivation and [00:23:00] price range and all of that.

And so we wouldn't wanna repeat that via text, right? And so right now the texting isn't aware if you've talked to somebody and what they've said, but we'll be able to use that in the future. So this is. Part of our ongoing plan as we're enriching the AI to use the call transcripts as context so that it gets smarter about what the next step should be.

If it's already had a conversation about preferences, it shouldn't lead with that. It should talk more about the agent said, I'm gonna send you some listings. I'm gonna up update your search and send you some listings. The AI might follow up on that instead and say, Hey, what do you think about the listings I sent you to keep the conversation going and relevant to everything that's known about that lead.

There will be benefits to having both activated together as well, but you do not need to have CINC AI activated to use this. But long term it's just gonna help us deliver better and better lead nurturing that. Does more for you so that you don't have to remember every follow up and what was said on the previous calls.[00:24:00]

All right, so let's talk about how to use this effectively, especially if you are a team leader, because this could be something which is, new and different and maybe even a little scary. To the agents on your team. And as Matt and I were chatting about this ahead of time he said it's really important to create a positive coaching environment around this.

And Matt, I'm gonna go ahead and just open up this slide here. And why don't you talk to this in using this with agents who are on your team how do you frame this so that they don't feel like. Oh gosh, big Brother has been activated and now is gonna be watching my Every Move.

Matt Feathers: Yeah, it's a great question and I'm super excited about this opportunity because it's all, I used the dialer in the past and the summaries we've had in the past to make this very scalable. 'cause I firmly believe like the most important metric in our business it really is, or it should be appointment met.

And it's like, how, but how do we get there? And we [00:25:00] used to just be able to use the summary to like, check for contacts, dials made, things like that. Now it's so much more. And just like any other thing that you roll out, like a new feature or new practice, whatever the case may be on a team of.

Like we talked, whether it's two people or 20 people you've gotta, you've gotta support it first, right? You've gotta get behind it and know the why behind it and be able to, lead your people. But yeah, there's just so many benefits to to having this in place for like productivity and efficiency and things like that.

But the biggest one I'm excited about is to make us better on the phones. For, for prospecting, and we talked about like an analogy of. If you wanna get better at playing golf you might get lessons, right? Or you might go get on a a simulator. And I hate to use sports analogies, but I thought it was a good one.

If I get lessons, my, my coach needs to see me swing, right? That's the only way they can correct things or tell us what we're doing wrong or doing right. And I look at [00:26:00] this like identically we're gonna be able to make sure you're nailing that opening line, right? Which is. In my opinion, it's very important.

Probably the most important to get that conversation started to get 'em on the hook. We'll be able to pull out some struggles you might have with certain objections, and then ultimately too, just to kinda help folks close right to close and set the appointment and ask for the appoint appointment.

'cause we didn't have visibility to that stuff in the past. It was all just. Dials and contacts and things that we entered into the system manually. So this is a total game changer. But you've gotta create that, like that comfortable cul culture in your office to say, Hey guys, this is not about me, like looking over your shoulder making sure you're doing this or doing that, but more so about helping you to be successful.

So sus super cool in my opinion.

Jeff Walker: Yeah. And one of the one of the potential kind of. Tips and tricks as you get started on this is to start with celebrating successes. [00:27:00] Versus criticizing the performance on the phone calls. So use it as an opportunity to lift people up and show what people are doing.

Great. And because people can, others can learn from team members who are having success with overcoming objections or asking for the appointment, and then learning from that versus it being pointed out where maybe one of their calls didn't go so well.

Matt Feathers: Yeah, we have a we have a red flag label that's created in our in our database and we use it like crazy, but our folks know that it's not like a red flag, like an issue.

We do use it to, for coaching opportunities, but we also put the red flag on the good things, like the things that were done well. So that's just an idea for ways to flag these things as hey, this is really good. And I always lead with something that's really good. Tell me something.

Good. Let's talk about a couple good ones, and then let's also talk about some gaps or some coaching opportunities,

Jeff Walker: and that's what we're gonna do next. We're going to look at some actual transcriptions. We've anonymized them, but these are real [00:28:00] conversations and and really talk about if you are coaching yourself or a team member what are some of those things that you should be.

Looking for, how do you break it down without having to go line by line and and pick out the things that are gonna be making a difference in, in the call effectiveness. And so these are the, some of the categories to be looking at here, which is of course the opening. Looking at is motivation and timeline being identified.

Is the agent's value being differentiated? Is there a value discussion that's being brought up in that so that they understand why working with you is better than working with somebody else? Objection handling. And then of course, the end is really important. It's very interesting to look at the ends of the calls and see was that appointment or the logical next step nailed down, which is of course.

The hard thing to do, right? It's hard to ask for that appointment, but one of the things, we'll see I just picked a few conversations at random here to take a look at. Oftentimes the leads are asking for [00:29:00] it. And yet we still don't always do it. And so that's one of the things when you look back at the conversation, you go, oh my gosh.

The lead was actually saying, can you meet with me? And I missed that in the moment. And so we're gonna look at some actual real conversations now with Matt. And and see how you might coach through them.

Alright, so I've got these, I've put them in, taken them out of the website and put them into word here. I highlighted some areas that we might focus on. Can you see that okay, Matt? Yes, sir. Alright, so this is the opening line and of course this just even being able to monitor this 'cause we do coach around the effective opening that's gonna draw that conversation and keep objections from handling in the first place.

This is pretty good. But there's still one thing that, that I think, Matt, you would suggest to do differently here.

Matt Feathers: Yeah I think this is a good, a decent start, right? It's along the same lines of the framework of our opening line, which I'm, [00:30:00] again it's crucial in this day and time to, to get somebody on the hook, you only have a few seconds, like three to five seconds is what they say.

It's super quick, but one of the landmines is. Is in that opening line that I caught here was the word buy and words that I try to avoid and I recommend agents avoid are things like buy cash financing, lender price range, budget it. Early on like this, it just is very salesy, right?

And we're not in a place to sell just yet. We're trying to build rapport, dig deep, find out their why, what's their situation. And this right here just initially kinda makes you seem like a salesperson or a telemarketer. And so what do you say instead of that one? Make a move soon.

Yeah. While I have you on the phone what brought you to the site or what's prompting you to browse or what's got you looking, things like that? We've got that, that opening line, that it's pretty bulletproof. And if you've got to practice it, and it's okay to tweak a few things I think here and there that like for your [00:31:00] flow purposes.

But I really truly try to stick to it.

Jeff Walker: Yeah. And I've always heard that, Matt, that the make, are you looking to make a move soon? But I, you really got me thinking about it today. Okay. 'cause I was realizing that also covers if they're, if they came to the buy channel, but their potential seller making a move covers all your bases because they might be selling and they wanna have a selling conversation. If you say that, then they will lead you into that conversation about listing versus buying.

Matt Feathers: Yeah it's so true and there's a science behind it. We've thought that stuff through and I believe it's 30 to 40% of, my go Google buyer leads come in telling us that they have a home to sell as well.

No, you're, you nailed it for sure.

Jeff Walker: All right, so let's advance. So there's a great conversation happening. Kathy is talking about moving from a out of the area but the back to a place they've lived before. And she says here first. Yeah, we've got about two years left here. And what I can tell what's happening in the conversation that's sticking in the brain of the agent, they're like, okay.

Two years left. Starting [00:32:00] to think, oh man. This is gonna be a long time for this person buys, maybe I can just put them on long-term nurture and and move on. But some interesting things happen a little bit later. And so they're talking about preferences, what kind of home they're wanna live in.

What's great about this. Is the agent's not even having to ask questions. They're just affirming and just affirming and giving space for that lead, and they keep talking. And I love that that you just, this is one of those people that's you love to have and that they're gonna tell you everything about what they're looking for, and they're building rapport by doing all the talking on their own.

Yeah. So they're talking about the grandchildren mentions her husband's in the military, and so that's something that is affirmed as well. That's really good. And then and then what's interesting is, and this often happens, she started with two years because she's wanting to take the pressure off.

I'm, oh, I'm definitely not looking now. But then we see this phrase here. So what does this one say to you, Matt, when you see that? We'll definitely be doing something, but I don't wanna wait too [00:33:00] long.

Matt Feathers: I don't know. That's interesting. It's we said two years, but to me there's actually like a little bit of a sense of urgency there.

And that's why I would back, like backing up a little bit that last highlighted piece, that two years piece, it's okay like interesting, tell me a little bit more about that timeframe. Why two years? And that's completely open-ended, right? And that just gives them a chance to tell you more about their situation.

And I thought there's some great stuff in there talking about military and branch and grandchildren, things like that. But going back, and we could never do this right without the transcript, but going back it's oh, that's an awesome opportunity where I could have dug a little deeper. And that's what I'm so excited about.

Jeff Walker: And in this case, Kathy's still chatting away. And the agent tries to make an exit at this point. And it says, would it be okay if I, we stay in touch? I know you've got a couple of years, so they're reaffirming the two years. Rather than digging deeper into that. But I can keep sending you a listing.

So what's, what would be your [00:34:00] coaching on that one?

Matt Feathers: Yeah, Nick. And the question was about the large amount down in cash or the timeframe?

Jeff Walker: Just about at this point trying to wrap up the conversation. Yeah. Is that, would you do anything different here?

Matt Feathers: I've two ways, two, two options here, really.

I, I've had some success in the past for folks that are in this situation. And I've asked things like, Hey, just let me ask if you don't mind, let me ask do you think that homes will be more expensive in two years or less? Do you think rates will be higher or less in two years? And just let them talk.

Let them give you their opinion and in an effort to dig a little bit deeper. And here's the reality. Folks that are that close to retirement, they could probably actually do something today. And I've gotten people into a home one, two years away from retiring and they've used it as a rental or a short term rental in the interim.

So don't ever That's

Jeff Walker: a good idea.

Matt Feathers: Don't ever lose sight of that. But I also too, like I really firmly believe even. A year, two years [00:35:00] out, things do change right there. There's no harm here in asking for an appointment, like getting face to face, to put together a customized coaching plan, or not coaching plan, but home buying plan, however you wanna phrase it.

I don't call it a buyer consultation. People don't like to be consulted. But yeah don't give up because in that two years of nurturing, that two years of checking in, things can change. They sign up on more sites. And you guys you know what happens then, right? Somebody else ends up helping them.

So yeah, try to get with

Jeff Walker: them. And what's interesting here is, the agent tried to exit but the lead is pulling for more. And so they're, they actually say, oh, I'll be out there in January, so I can look around then too. If something comes up that's perfect, I'm open to moving sooner. And that should be music to the, that should green, green alarms or should be firing off Now that this is someone who's saying, I want to meet with you. They're giving all the signals. I'm gonna be there. I'm open to [00:36:00] moving sooner. And then even this. I'm even fine moving without my husband.

And so they're actually like saying they're overcoming their own objection here. I don't even need, I don't even need to wait for my husband to re retire. I'm, I'll come out there and he can join me later. And it just goes to show here that that might have been too early of an exit, that this is someone that was actually willing to make an appointment, right?

And then they open up a little bit more. We get the price range. I'm going to, I am going to buy.

Matt Feathers: And I just wanna point out, Jeff, like I, I wanted to say real quick at this point there's been so much back and forth. There's definitely some rapport that's been established talking about money.

At this point, it's no problem. I don't love it. But she actually, she's the one that brought it up,

Jeff Walker: and now it's still a little, it's November. January's not that far off. Nope. And the Marie does say if you're visiting in January, I'd love to meet you. In the meantime, I'll send your listings that fit your criteria for the most kind of effective next step. What would you do here to make sure you're securing the [00:37:00] this relationship and that this is a deal that you're gonna get?

'cause this is somebody that is a hundred percent going to transact.

Matt Feathers: Yeah. There, I think she mentioned like doing this with her without her husband in the event that doesn't happen. One of the questions that I love to ask folks is Hey, is there anybody else gonna be making this move with you?

That is not an assumption. That's just me asking. I'm not assuming she's married, has a spouse, has a friend, whatever. Is there anybody else gonna be making this move with you? Okay. And then at that point. If this individual's outta state, right? Again, no, no harm, and folks, regardless of age at this point, especially through COVID, folks are super accustomed to Zoom and things like that.

I do like to try and get with them face to face. Via, via zoom if needed. If they're resistant to that's okay. But I would ask them how they like to be communicated with text or email, phone calls. But regardless of that, the reality is I'm going to get their search set up. I'm going to, try and set a [00:38:00] reminder for a few days out just to make sure they're using the site.

And then I'm also gonna set a reminder, no more than 30 days out to make sure that I touch base with them. The holidays can be busy. But I wanna make sure and touch, touch base with them in advance of their visit. That's another thing too, like to ask she gave you that nugget, Kathy gave us that nugget about January.

If you don't mind me asking and I know that you're in town for a surgery, so I don't wanna take up too much of your time but when are you gonna be in town? What dates will you be in town?

Jeff Walker: Yeah. Perfect. Yeah, because it really sounds like she's wanting to look at properties while she's there, and I bet you, like you're saying, the zoom call like this Kathy would probably open to a Zoom call where you co-browse together.

Ahead of time. Let's look at some properties and pick them out together of what what to go take a look at. And at that point, you've really secured that relationship.

Matt Feathers: And I think we referenced something about military as well. We've got Fort Campbell right up the road where the hundred first Airborne is and I even thought somebody, I think somebody is on here from Clarksville, which is awesome.

But [00:39:00] I did a Zoom call with somebody in Germany a while back in advance of them coming back to the States and looking for a home in the Clarksville area.

Jeff Walker: All right, great. And let's see. Might want to lemme look at, we have two other transcripts here. We take a look at one more. Oh yeah. This is another good one. And this one came in as potential listing lead. And so it starts out just browsing, of course. Good start plan to make a move in the next few months.

Or just browsing. It's just browsing, of course. What's prompting you to browse? And it's interesting, again, there's always a little bit of standoffishness at the beginning because they're. A strangers just call them. They're a little uncertain about how much they wanna share. And so you have to read between the lines of what they're saying.

And so here they say, oh, nothing. I already have a house. I'm just comparing prices. That's all. And so that's a ti this might be something this agent hasn't, they haven't heard that objection a lot, but you can see what they follow up with God. It makes sense. [00:40:00] The conversation kinda wanes a little bit there and the agent tries to exit the conversation with that same thing.

Oh, can I keep in touch with you? So instinctively what do you hear when you hear someone say, oh, I'm comparing prices against my house?

Matt Feathers: Yeah, so it sounds to me like it's a good opportunity for valuation right now. That could be an assumption on my part, but I'm not even gonna go there just yet.

I'm just comparing prices. I'm gonna refer back to my lead profile. I've got a favorite city and I might even have their address, right? They do have the opportunity to put in their address. So I'm, I might ask are you in. Favorites, the favorite city. Are you in the Franklin area or is that in the Franklin area?

I also ask things like tell me a little bit more about how long you've been there. How long have you been in your home or your house? I like to use the word house when it comes to sellers, it's less emotional, less personal. So just comparing prices. A that's great. That's exactly what my site's for.

Things like that. So I'm not giving up on that [00:41:00] just yet. Okay. I'm, and

Jeff Walker: what's the, so what's the question you would ask here that kind of, that would keep it going instead of just got it. Makes sense.

Matt Feathers: Oh like the one I had in mind was are you in this area or what area are you in?

Jeff Walker: Okay, great.

So just zero in on where their house is. Yeah. And then that'll open up, up further.

Matt Feathers: Yeah. Yeah. And it might be, tell me a little bit more about your current house. Okay. Tell me a little bit more about your current house or, how long have you been in that house, things like that. You've got options there, but just don't give up.

Stick with it and dig a little deeper.

Jeff Walker: And what's funny here again, and I just was plucking these at random, but it's another case. Where the agent looked to exit because, it's uncomfortable. But the lead was asking for something. And the lead actually came back instead of saying, okay, goodbye.

They said, oh, I might need you to come out sometime to check things out and give me an estimate. This doesn't even seem real. I know, like this actually [00:42:00] happened. I'll take that. And but it, you can see here now that's what they were really meant in the first point. I'm comparing prices to my home.

And so yeah, nine outta 10 leads is probably gonna. Not ask this question because they're still a little uncomfortable, but if we had followed up and kept digging into their home location, what do you know, what do they love about their home? And and that they would start to talk about needing that valuation.

Okay, so they, yeah, so it's a good example now where you can see they're asking for someone to come to their house and value their home. And unfortunately in this case there wasn't even a discussion around. The address or the property and it didn't end, did not end up with a specific, next step.

It, they just said, I'll keep in contact and keep sending you updates on the local listings when they're asking for a listing appointment. There was an opportunity to go out there and get that listing.

Matt Feathers: Yeah. And if they're outta state, look at it this way. It could be a referral opportunity for ProLink or your referral partner in that area.

Jeff Walker: Yeah. And we don't even know in this case, where they were. But in [00:43:00] the moment it's not to judge this because it's hard in the moment. And so that's the advantage of having these cran transcripts. You go back and you look and you go, oh, I can't believe I missed that.

I see it now. And you build that muscle for next time. Oh, the one thing I did that we did wanna say though, is. In using transcripts, we do recommend if you're, if you blocked out time for dialing, then. Do not go look at the transcripts right after you, you make the phone call because what's most important is that you keep dialing, you keep talking to people.

And so use your dialing time for dialing and being productive there. And then block out other time for reflection to go back and reflect. Look at the transcripts, go back to the call summary, see what you said, and look for opportunities for improvement and that way. Number one is still getting people on the phone.

If you take more, if you take too much time trying to coach yourself, it's easy to focus on that. Instead of doing the scary, hard next thing, which is making the next phone call then you're [00:44:00] limiting your opportunities.

Matt Feathers: It's one of the things I'm really excited about too, like just the predict productivity and efficiency aspect of this.

Like I, I'm one of those guys that pauses in between and manually inputs notes. I'm still gonna probably do some of that stuff, but just think of how many more people we can talk to just by not having to do that. Yeah.

Jeff Walker: If you're saving five minutes in every call from not having to write down notes, that's, making five more dials or having one more conversation.

Matt Feathers: The reality is home sales are down, right? Most markets, not all markets. Most markets we're gonna have to talk to more people to sell more houses. So this is a, it's a big help.

Jeff Walker: And before we go, I wanna give you one more tip which is it's use with caution. But still it's an opportunity and that is a lot of folks are now using.

Generative ai, they've got their their chat GPT or they've got their Gemini or whatever AI you're using. There isn't, since you have the full transcript, you can just drop that transcript [00:45:00] into your favorite AI chat and ask for it to coach you based upon best practices. So we tried it with some of these phone calls and found the coaching was pretty it wasn't perfect.

But it's pretty good. And again, help helping you take a neutral look and identify what might be big opportunities. So I just did a prompt like this where I wanted to see does it know anything about CINC U, does it know anything about CINC Playbook and CINC best practices? And it did a pretty good job.

It's, again it's not exactly right on, but it's in the moment. It's a great way to self-reflect. And so I gave it a prompt like this. The following is a call transcript from an agent calling a new lead from their CRM. We wanna identify their preferences, motivation, build rapport, establish an appointment using best practices, taught at CINC U.

How would you rate the call and what suggestions would you make to improve it? Apply the best practices from CINC that are taught. And again, we, this is just straight up chat, GPT. We haven't trained it, but it it goes out and it learns things and so [00:46:00] it seems to know a little bit about.

CINCs, best practices and real estate coaching. So I paste it in the transcript and it it then walks through and it says, here's the strength. This is that first one we looked at the woman who was moving from out of state, and she was going to be here in January. And so it, it calls out the strengths that we dis we got their dis, we got their motivation.

Good rapport was built. We got their needs and wants and it's listing it all, and then it catches that there was a missed opportunity for an appointment. And it actually says Marie did not firmly set an appointment, even though Kathy offered a clear future opportunity. I'll be out there in January helping my sister after her surgery.

And it makes a coaching suggestion there. And again, if you have your own best practices, you can feed them in with your prompt. And this, it's, this isn't going to be as good as a true, human expert or real estate coach. But in the moment, again, if you just wanna dump the [00:47:00] whole conversation in and see where, what areas you might wanna focus on.

It's not bad. It's not bad. And it's nonjudgmental, right? So it, you're not having a, especially if you're solo, it, it's hard to come see your own opportunities sometimes. And this gives a way to have a, an independent observer that's not gonna judge you for for your call either.

And Matt, you've sometimes used used chat GPT yourself now, haven't you?

Matt Feathers: I have, I I've began to use, and I've been doing it for a while now, but I copied and pasted our dynamic tags from the help section that Tamara so kindly monitors and maintains. It's awesome, by the way, but I copied and pasted our dynamic tags into there and I use chat GPT to to make some campaigns and several other things.

So this is awesome, and I love the fact that the the. First missed opportunity was really an opportunity to meet. 'cause I believe that it's always like the next step in the process is, or it's Hey, Kathy, while I have you, let's talk about the next step. Just looking to get a little bit of your time while you're in town.

I know you're busy, you've got a surgery to attend to, [00:48:00] but hey I won't take up much of your time, but we should get together and talk about the next step in the process.

Jeff Walker: I like the call that this too, this opportunity to differentiate yourself with a value proposition hook. And gave an example, like when I send listings, I'll include commute times to the base, which might be important.

So that, and even if that's not exactly the right thing, it reminds you that, oh yeah what could I have done for this person that would've. Made me stand out from anyone else that they might have talked to. Sure. So great ideas. There's a whole lot here. It rates everything. And so again, throw in a couple of sample conversations and co and get that coaching so that you can improve and improve every time.

Matt Feathers: So it's if you're a solo agent and you don't have a, maybe you don't have a role play opportunity, then you can use chat GPT.

Jeff Walker: All right. See that right now all of the notetaker ais are wrapping up in the, in the chat now. Any additional questions before we wrap up? So again, you can activate call [00:49:00] transcription for free for the next 10 days. So I would encourage you to try it and try some of those techniques. Start looking at those conversations and see if it's creating more opportunities for you.

The impact it can have on your business should be extremely powerful. And so it should be investment that has a huge payoff for you guys. And don't be scared about the call recording thing either. If you have to say it hasn't been a big deal for those that are using it, and you can check again with your own legal advice and see if that's something that is necessary in your location.

Any other questions before we wrap? And a Remi, I, one thing I wanted to give a reminder on was the next, we have a conversion day, virtual conversion day. Coming up. Do you know when that is, Tamara? I meant to jot that down before.

Tamara Ward: Let me look real quick. We do have CINC U and Tampa coming up December 9th.

I think there is only two spots left for that event. It is pretty much sold out [00:50:00] but online conversion day is coming up. Let me take a look at our calendar real quick.

Jeff Walker: On the website, it says January 22nd, but I thought we might have one in December.

Tamara Ward: There we go. And we do also have a biweekly conversion training hosted usually by John Marone or Christine Dunn. And that's actually every other Monday a scripting call. Objection handling. And I apologize, my computer's being a little slow. But. January 22nd, 1130 Eastern time to two o'clock Eastern time is our online conversion day.

Two hours of best practices scripting, final hours of power hour you're gonna say. So you get more

Jeff Walker: stuff like this, you get more coaching like this. And now with transcripts, more of an opportunity to really see how you're putting it to use. I dropped the link in the chat for the, our CINC events that are coming up, webinars and in-person events.

You can take a look at that. And then someone did ask free for 10 days. Yeah, it's [00:51:00] basically since we launched it, it's free for everybody who wants to turn it on in November. We won't start billing it till November, till December first. So if you wanna try it I think you'll love it. But there's no risk to try it in the next 10 days.

And you can if you wanna keep it, then just keep it on in December. And if you have the dialer, you do not need to contact us. So I'll go back once more since some folks are still asking you to, if you have the dialer, you do not need to contact us To activate call transcription, just go to dialer settings and hit toggle this on site-wide.

Call recording in dialer settings. So if you missed that the first time, if you have the dialer already. You can just activate call transcription right now

Tamara Ward: and

Jeff Walker: the next call you make will be captured.

Tamara Ward: Now, if you are an agent on the team, you're not a site owner even if you're a broker level user, but you're not a site owner, only the site owner's gonna be [00:52:00] able to toggle that on or off.

So if you're an agent, you really want it, just reach out to your site owner and they can toggle that setting on for the site.

Jeff Walker: Perfect. I it's so much fun to look at conversations and see what went well and look for opportunities. 'cause I just love that and seeing that, that opportunity for increased and increased success.

So this, hopefully this is something that you guys really enjoy doing and get a lot of value out of taking a deeper look at that conversation. 'cause in the moment it's hard. You're trying to follow along and think about what you're gonna say next. And when you look back on it you see how much opportunity there is.

All right. Thank you guys and thanks Matt for joining me. I really appreciate your expertise. Super valuable. I learned a lot today myself and thank you Tamara, for showing all the details on how to do that, the technical stuff.

Matt Feathers: Yep. Thanks for the invite.

Tamara Ward: Thanks for having me. Yeah, appreciate it.

Jeff Walker: Alright, and thank you to all who joined us today. We'll see you on the next one. See you guys. [00:53:00] Bye.