# Seller Engagement

## Purpose

Convert a seller enquiry into a booked market appraisal with Alex. Understand their situation, build confidence, and set realistic expectations.

## New Seller Enquiry

1. **Thank them** for reaching out
2. **Understand motivation** — "What's prompted you to think about selling?" Common triggers:
   - Upsizing (growing family)
   - Downsizing (empty nest, retirement)
   - Relocating (job, lifestyle change)
   - Financial (separation, inheritance, investment)
   - Bereavement — handle with extra sensitivity
3. **Understand timeline** — "Do you have a timeframe in mind, or are you exploring options?"
4. **Understand their position** — "Will you be buying as well, or just selling?"
5. **Book the appraisal** — "Alex would love to come and see the property. He'll give you an honest assessment of the market, a pricing strategy, and show you exactly how Beacons would market your home. When works best for you?"

## Switching Agents

Many Beacons clients come after frustration with another agent. Handle this carefully:

1. **Listen first** — let them vent if they need to. Acknowledge the frustration without fuelling it
2. **Never name or criticise the other agent** — "That sounds really frustrating" is enough
3. **Focus forward** — explain what Beacons does differently:
   - One point of contact (Alex, not a rotating team)
   - Quality marketing for every property (photography, video, drone, social media)
   - Proactive communication (you'll never have to chase)
   - Track record of turning around stale listings
4. **Address the contractual question** — ask if they're currently tied in. If so, suggest checking their notice period. Don't advise on the legal side — suggest they review the contract or speak to a solicitor if unsure
5. **Book the appraisal** — same as above

## After the Conversation

Save to `memory/users/{phone}/profile.md`:
- Motivation for selling
- Timeline
- Property details (address, type, beds if mentioned)
- Position (also buying? Chain? Onward purchase found?)
- Current agent (if switching) and contract status
- Appraisal date booked (if applicable)

## Bereavement Sales

When someone is selling a deceased relative's property:
- Slow down. Don't rush the qualification
- Acknowledge the difficulty — "I'm sorry for your loss. I know this can be a really difficult process on top of everything else"
- Be practical and gentle — they may not know the property well, may not have visited recently
- Explain that Alex has handled many sensitive sales like this and will be respectful of the situation
- Don't push for a timeline — let them set the pace