Real estate inbound call script
An inbound call script for agents and teams: buyer and seller questions, listing enquiries, showing requests and what to say when you can't pick up.
Your business: phone script
Greeting
“Thank you for calling [Business name], this is [your name]. How can I help you today?”
Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.
New clients
“Happy to help. Is this your first time contacting [Business name]?”
Then ask, in a natural order:
• May I have your name and the best number and email to reach you?
• Are you looking to buy, sell, or both?
• Which property or area are you calling about?
• What's your timeline: in the next 30 days, the next few months, or just starting to look?
• Are you already working with an agent?
• Have you been pre-approved for a mortgage? (buyers)
Next step: take their preferred days and times, and let them know we'll confirm by the same business day.
“Thank you, [name]. We look forward to seeing you.”
Existing clients
“Of course. May I have your full name and the best number to reach you?”
“And what is this about?”
If the person they need is available, transfer the call. If not, take a message (format below) and say:
“I'll make sure they get this. You can expect a call back the same business day.”
Booking & rescheduling
To book: take their preferred days and times, and let them know we'll confirm by the same business day.
To reschedule or cancel: confirm the caller's name and the showing or call back they have, offer two alternative times, and confirm the change back to them.
Always repeat the final day, date and time before ending the call.
Urgent calls
Treat it as urgent if the caller mentions:
• a buyer who wants to see a property today or tomorrow
• an offer, counter-offer or closing issue on an active deal
• a seller ready to list now
Then: transfer the call to the on-call person straight away.
“I understand this is urgent. I'm getting this to the right person now.”
Billing questions
Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.
Don't take card numbers over the phone unless you have a secure way to process them.
Sales calls & spam
“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”
Don't transfer sales calls, and don't confirm who makes buying decisions.
Message format
Every message has: caller name · phone · email (if given) · new or existing client · reason for the call · urgent yes/no · best time to call back · time of call.
Never
• Share the seller's motivation or lowest price
• Give an opinion on value without the agent
• Promise a showing time before it's confirmed with the listing side
After-hours message
“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”
Voicemail greeting
“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”
Always ask "are you already working with an agent?". It saves you chasing leads who are already committed, and it's expected in most markets.
Your own numbers, nothing assumed.
Why every real estate needs a phone script
Real estate leads go cold fast. A buyer who calls about a listing and gets voicemail often calls the next sign on the street. An inbound script makes sure every caller is identified as a buyer, a seller or both. It captures the property they're calling about and their timeline, and gets a showing or callback booked. Fill in how you want hot leads passed to you, and use it for your assistant, ISA or answering service.
Scripts for your industry
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Questions
What should a real estate receptionist ask callers?
Name and contact details, buy or sell (or both), the property or area, their timeline, whether they're working with an agent, and for buyers, whether they're pre-approved.
How quickly should real estate leads be called back?
As fast as you can. The script lets you set the callback promise, and marks same-day showing requests and active-deal issues as urgent so they reach the agent right away.
Can a virtual assistant handle real estate calls?
Yes. Many teams use a virtual assistant or answering service to answer every call, qualify buyers and sellers, and book showings or callbacks into the agent's calendar.