Contact Center Voice Prompts March 2014

Lex Reception

Contact Center General Messaging

Locate Real Estate National Call Center: 1-855-269-0365 Address: 3 Columbus Circle 15th Floor, New York NY 10019, USA Email: brokerage@locaterealestate.com MAJOR GOALS FOR CALL OUTCOME: Obtain Name, Email and Phone Capture properties they are interested in seeing Get the customer to register on the website Set up an alert Determine if they are pre-approved for a mortgage Connect them to an agent

OPTION 1: DISCUSS A PROPERTY VISIT WITH A LIVE OPERATOR

General Greeting AGENT: Welcome to the Locate Real Estate Concierge, this is FIRST NAME. May I have your Name and Call back number to get started? Data Capture: First Name: ________________________ Last Name: ________________________ Email: ________________________ Cell phone: ________________________ Alt phone (optional): ________________________
AGENT: And how did you find our website? Data Capture: Media Partner: _____________ (capture name, Metro, Radio, NJ.com) Destination website: www.locate.re AGENT: Is this your first time buying a home or do you currently own or rent? Data Capture: First Time Buyer: ________________ Current Homeowner: _________________ 1|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

Renter: __________________________ Determine Registration and Search Progress AGENT: OK. Lets get started helping you. CALLER, were you able to register

on the website and find properties you were interested in or would you like a walkthrough of the site?
CALLER: YES, I ALREADY REGISTERED AND HAVE PROPERTIES I WOULD LIKE TO SEE. CALLER: NO I DIDNT REGISTER; I WOULD LOVE A WALKTHROUGH OF THE WEBSITE. AGENT: Great, I would be happy to help you schedule. I will take your property information and a sales agent specializing in those zip codes will respond to you directly as soon as possible to assist with your home buying experience. AGENT: What is the Property Number or Address? Were there any other properties you liked? *IMPORTANT: Call center agents can only discuss what is publically available on the listing (pictures, address, detail, price, etc.) Call center agents without an active real estate license are NOT allowed to represent the property in any way or talk about the property with any kind of authority. When pressed, it is fine to say to the Caller: I am not a sales agent but I can discuss what is on the screen, a sales agent can go into more detail.

Data Capture Address 1: Address 2: Address 3: Street, City, State, Zip, Price Street, City, State, Zip, Price Street, City, State, Zip, Price

Set up meeting approach with Locate Sales Agent AGENT: What is your preferred time of day to meet? 2|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

Data Capture: Day(s) of Week: _______________________ (After Work, Mon-Fri, Sat) Time: _______________________ (6pm 9pm, 8am 3pm)

AGENT: Thanks. I can try and get an agent on the phone right now facilitate scheduling your first meeting or I can have them get in touch with you directly through your preferred communication method; email, call WE MAY ONLY WANT TO OFFER EMAIL AT THIS POINTLETS DISCUSS. CALLER: YES, I WOULD LIKE TO GET SOMETHING ON THE CALENDAR RIGHT NOW. AGENT: Ok. Hold on just a moment please and I will try to connect you. Is there anything else I can do before I connect you? CALLER: CAN YOU JUST HAVE SOMEONE CALL ME IN THE MORNING AT 11AM? AGENT: Sure, I will set that up for you, just to confirm, would you like to have them call you or email? CALLER: CAN YOU JUST PLEASE HAVE THEM EMAIL ME AND WE WILL SET IT UP? AGENT: Of course, I will ensure they connect with you. Confirm Mortgage Pre-Approval AGENT: Before you go, I want to make you aware that Locate has a partnership with Guaranteed Rate for immediate pre-approvals. Are you already pre-approved for a mortgage? You can go to http://www.locate.re/mortgage/ and obtain instant approval with $150 back at closing. Data Capture: Pre-approved? ____________________ (yes/no)

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Contact Center Voice Prompts March 2014

Lex Reception

AGENT: If you need help, I can walk you through this area of the website right now. (If so, go to OPTION 3 SCRIPT and follow the mortgage process) AGENT: Finally, I want to make sure you know how to set up property alerts to receive ongoing updates of properties that meet your search criteria on Locate. Were you able to set one up? AGENT: Is there anything else I can help you with today? AGENT: Thank you for choosing Locate for your home buying experience. Have a fantastic day!

4|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

CALLER: NO I DIDNT REGISTER, I WOULD LOVE A WALKTHROUGH OF THE WEBSITE AGENT: No problem. Lets get started. Do you have the application open on a computer? (Note: It doesnt work on iPad or phone yet but that is in development) CALLER: YES / NO If no, AGENT: Ok. Can you get back to where you were? Else you can go to www.locate.re CALLER: OK, I HAVE THE SITE UP. AGENT: Great. First, I want you to know the different ways to search. Search AGENT: You probably want to search by the state you are interested in. There is a zip-code search in the top left corner. You can also type the name of the state or city in this field. Is there a particular zip code you want to try right now? (Note: We currently have live data in only NYC, Long Island and San Diego. We are activating the following states in 2014: NJ, CT, VT, NH, NV, AZ, CA, TX, FL, MA, PA, IL, MD, VA, DC 16 states in total including NY) Along the left side, there are two other options: a zoom tool and a draw tool. The zoom tool is important because as you zoom in, more houses expand and fill the screen. The green circles on the map indicate a collection of homes in a given zipcode. Try and mouse over one. Then zoom in and you will see the homes populate the screen. The draw tool is neat if you want to simply draw a specific area and zoom at the same time. Immediate Support AGENT: Moving from left to right, notice the 3 colorful options buttons at the top of your screen: CALL ME NOW, LIVE CHAT, and SCHEDULE. 5|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

At any time, you can click on these and get immediate help, 24 x 7. Notice the phone number for our call center is listed here too. Search Criteria AGENT: Now lets look across the right hand side. There are a lot of options. This is an extremely powerful search engine with over 100 layers of data. The Listing data is all real. Locate only turns on a state when we can obtain the direct feed of all homes, rentals and recently sold homes. If you are looking for homes, just click For Sale, it should already be selected. If you are looking for rentals, de-select For Sale and Select Rentals. If you want to see what has been recently sold, Select Recent Sales. To filter your search, you can scroll down in this same window and adjust your Listing Price, Number of Bedrooms, Baths, etc. What is an example of a zipcode and price range you might be looking at? Data Capture: Price Range: _____________________ Zip Code: ______________________ Please note you can drag both sides of the bar. Now click on a home You will see the detail come up. You can click on the picture or details to see more information. You will have to register at this point if you havent already. One more important point, click on the list view. That shows you all the properties in your price range in this zip code.

6|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

Areas AGENT: One item that might be helpful right now is turning on zip codes or neighborhoods to make it easier to see the screen. Click on the purple Areas button. Click on zip codes and watch what happens. If you mouse over the outline, the zip code appears. Now click zip code to turn it off. Now click on Neighborhoods. Then click Neighborhoods. Lifestyle AGENT: Finally, we have the Lifestyle tab. Try clicking on the orange Lifestyle button, then select Restaurants, then Bars & Lounges. Alert AGENT: Now that we are done with the walk through, would you like me to help you set up an alert? We do this through the grey Alert button. Closing AGENT: Now that you know how to use the site are registered and can use alerts, are you actively looking for a home? If so, where, what zip code? Can I connect you with a sales agent to assist? GOTO SETUP MEETING WITH LOCAL AGENT ON PAGE 2

7|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549

Contact Center Voice Prompts March 2014

Lex Reception

Obtain Name, Email and Phone Capture properties they are interested in seeing Get the customer to register on the website Set up an alert Determine if they are pre-approved for a mortgage Connect them to an agent

OPTION 3: HELP WITH THE LOCATE SOFTWARE APPLICATION

8|Page 3 Columbus Circle 15th Floor New York NY 10019 | 877 311 6549