How REALTORS® Can Craft a Client Discovery Call Framework
Use these suggestions to get started.
Those first few client calls might feel like a test. You want to come across as calm and knowledgeable, but you don’t want to interrogate someone or miss a key detail.
For most salespeople, you don’t need the “perfect” script; but rather an adaptable structure and simple goals.
- Position yourself as an informed expert willing to help.
- Learn enough about the potential client to recommend the right next steps.
If that sounds daunting, we’ve put together a list to help you get started in building your own framework to finetune over time.
This framework is written for clients who reach out to you, as opposed to outbound cold calling.
Let’s get started.
Disclaimer
Speaking with clients and potential clients is a skill everyone develops in their own way. There are many ways to have a successful call. If you use this article to help get started, you don’t need to ask every question from this checklist. A good goal is to ask a total of 10 to 12 questions, aiming for about a question per section below. Then, ask follow up questions as needed.
Remember, in a great discovery call, the client should speak about 70–80% of the time. Your role is to direct the conversation, not dominate it. Set the agenda, be curious, and most importantly, listen to what you hear.
Jump Ahead
1. A strong opener
| If they reached out in general: | “Thanks for reaching out—happy to help. Before we book showings or I start sending listings, I’m going to ask a few quick questions so I understand what you’re looking for and can narrow down options that truly fit. This usually takes about 10 minutes. Sound good?” |
|---|---|
| If they contacted you about a specific home: | “I saw you were interested in [address/area]. I’ll ask a couple questions about that home, and also about your ideal home overall—sometimes the best fit is a nearby alternative you haven’t considered yet.” |
2. Motivation and timeline
Answering “why now?” tells you about urgency, time constraints, and how quickly you should move.
| Core questions: |
|
|---|---|
| Potential follow-up questions: |
|
| If they asked about a specific listing: |
|
3. Location
Location drives lifestyle, commute, schools, walkability, noise, and resale. It’s also where misunderstandings happen most.
| Core questions: |
|
|---|---|
| Potential follow-up question: |
|
4. Lot size
After neighbourhood, the next big constraints are often the lot and the home’s fundamental structure.
| Core questions: |
|
|---|---|
| Potential follow-up questions: |
|
5. Home features
Now you’re clarifying the “shape” of the home. Some of these things can be changed later on, but it may be challenging or costly.
| Core questions: |
|
|---|---|
| Bonus! setting expectations and reassurance: |
|
6. Financing
Find out the budget and preferred price ranges. It protects your client’s time and emotions.
| Core questions: |
|
|---|---|
| Potential follow-up questions: |
|
| If they’re not pre-approved: |
|
7. Non-negotiables
| Core questions: |
|
|---|---|
| Expert line: |
|
8. Next steps
| What to say: |
|
|---|---|
| Add one logistics question |
|
Early conversations can also help set expectations around any service agreements that may need to be signed as the relationship progresses.
At the end of the day, discovery calls are just a conversation. If you’ve done your homework on your community, and you keep it light and curious, you’re sure to be an expert in no time.
Never miss a lead, keep your REALTOR.ca profile current
Your REALTOR® profile on REALTOR.ca is a great way to generate leads and promote your listings. Always ensure the information displayed on REALTOR.ca is correct, and updating your profile as needed. It can include contact details, listings, social links, designations, languages, ratings, and testimonials (based on your board or association’s MLS® System).
