Embedded Files
Access G-Team Brand Voice
We are responsive and solution-driven; warm and empathetic; friendly and supportive.
Intro Greeting
Thanks for calling the Opendoor Access line, my name is ___________! May I ask who I’m speaking with?
Main
“Thanks for confirming [name].” How may I help you today?”
“I’d be happy to support you with ____________
End
Thanks again for reaching out, is there anything else I can support you with today?
Great, thanks again for calling Opendoor. Keep in mind, our mobile app empowers you to access all of our available homes right from your mobile phone with the click of a button. Would you like me to send you a link to our app as well?
Escalating to XA
Great question, this line answers access related questions. I’d love to get you over to a Customer Experience Advocate who’d be better equipped to provide that information. Is it ok if I transfer you now?
Dialing Out
I do need to let you know this call may be monitored and recorded for quality assurance purposes.
Disconnecting the Call
I am unable to hear you so please be aware, if you can hear me, that I am going to be disconnecting the call.
(UNDER REVIEW) You will find here all the disclaimers and verification questions you will commonly be using every day. These are the same you can find in the general guides but in a more handy presentation.
Disclaimers you need to provide after scheduling an appointment for agents/potential buyers
Offer status.
In addition to our own routine cleaning efforts and scheduled visit windows, we’re reminding you to follow local guidelines and CDC best practices when visiting Opendoor homes.
You’re all set. You will be receiving a text message 1 hour before your visit with the code to access the property. (Not applicable for Asheville NC nor Charlotte NC since they get the access code immediately after scheduling it).
Your tour window is only 30 minutes long.
We’ll send you a text message when you have 10 minutes left as a reminder.
Exception with Austin TX - From now on, for this market it is not necessary for visitors to have an appointment. If someone wants to visit a property, you just need to verify their profile and provide access with the “Unlock Home” button, if that doesn’t work, try with “Send code via SMS”, and after all that door doesn’t open, try with the “Get Door Code” button.
Charlotte and Asheville - From now until further notice please provide the static code over the phone when scheduling appointments for these markets this is applicable ONLY TO VERIFIED AGENTS and you need to include this on your notes.
HOME ACCESS:
Access time frame 9:00am to 6:30pm - SELF TOUR MARKETS
Access time frame 8:00am to 7:00pm - NON SELF TOUR MARKETS (agent access only)
Self tour markets:
1. Raleigh-Durham (RDU)
2. Atlanta (ATL)
3. Phoenix (PHX)
4. Dallas-Fort Worth (DFW)
5. Charlotte (CLT)
6. Tucson (TUS)
7. Houston (HOU)
8. San Antonio (SAT)
9. Austin (ATX)
10. Orlando (ORL)
11. Jacksonville (Jax)
12. Denver (DEN)
13. Tampa (TPA)
14. Sacramento (SAC)
15. Los Angeles (LAX)
16. Riverside (RIV)
First time visitor (buyer)
Verification Questions
Full name and email (spell back)
Phone Number
Are you currently working with a real estate agent?
How did you happen to find this home?
Where are you at with financing?
Do you have a specific moving timeline?
Customer already has a profile
Confirm full name.
Note: Verification is good for 60 days from the date of original verification
First time visitor (agent)
Verification Questions
It seems this is your first time visiting an Opendoor home. Prior to providing access, to ensure the safety and security for agents and our visitors I will need to verify a few pieces of information in order to set up your profile - this will take just a few minutes. First, could you please provide me with your full name? (spell it back)
Confirm phone number.
Ask for their email address (spell it back).
Confirm Brokerage Affiliation (ask them to spell it) Top Brokerages in the US
Ask for their MLS ID (also known as Public ID) / License Number
Confirm MLS Affiliation.
Agent already has a profile
Only need to re-confirm the Agent’s full name, in association with their phone number. If the two match up – no need to reconfirm the MLS ID.
First time Appraiser/Inspector
Verification Questions
Full name (spell it back).
Ask for the name of the company they work for.
Email address (spell it back). Only ask for it if after confirming the information above Nomad still doesn’t pop up access codes.
Returning Appraiser/Inspector
Ask for the name of the company they work for.
Vendor Verification Process
Full name and email address and spelling of both.
Name of the company they work for.
Confirm work being done.
Say back their phone number to confirm.
Example of how your notes in Nomad should look like:
* Indicate if you verified the profile:
* Name of the person calling:
* Type of caller:
* Reason of the call:
* Address they are calling in reference to:
* Time of the appointment (if applicable):
* Offer Status (if applicable):
* Advised of (if applicable):
* Actions taken:
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