Expired Listing Cold Calling Guide

Expired Listing Cold Calling Guide
A professional framework for call center agents and appointment setters working with expired listings — designed to open doors respectfully, qualify sellers efficiently, and connect the right homeowners with the licensed agent.

Overview
Purpose of This Guide
This guide is for callers contacting homeowners whose real estate listing recently expired or came off the market. Your role is focused and clearly defined — not to price homes, negotiate commissions, or promise outcomes, but to professionally identify sellers who may still need help.
The goal is never to pressure the homeowner. The goal is to start a respectful conversation and identify sellers who are still open to a conversation with the licensed agent.

Role Definition
Caller Role and Boundaries
✅ What the Caller Should Do
Follow the approved script
Be polite, calm, and respectful
Ask whether the homeowner is still considering selling
Listen carefully and take basic notes
Schedule a follow-up with the agent when appropriate
Mark the contact properly based on the outcome
❌ What the Caller Should NOT Do
Give pricing advice or estimate home value
Discuss commission or fees in detail
Criticize the previous agent
Promise the home will sell or at a specific price
Argue with the homeowner
Continue calling someone who asks not to be contacted
"That is a great question for the agent. My role is to help start the conversation and have the agent follow up with you directly."

Compliance
Compliance and Contact Rules
Before making any calls, callers must only contact leads that have been approved through the company's process. Always review contact notes before dialing — they contain critical flags that determine whether a call should be made at all.
Do Not Call
Never attempt contact
Wrong Number
Mark and move on
Already Listed / Sold
Do not pursue further
Attorney Involved
Immediately stop — flag for agent
Angry / Hostile
End call respectfully, note response
"No problem at all. I'll make a note so we do not contact you again. Thank you for your time."
Never argue with a homeowner about being contacted. If they ask to be removed, honor it immediately and mark the record.

Mindset
Tone and Mindset
Expired listing homeowners may be frustrated — many have already received several calls from agents. The way you sound matters as much as what you say. Your tone sets the entire direction of the call within the first few seconds.
Sound Like This
Calm and composed
Helpful and empathetic
Respectful and brief
Genuinely professional
Not Like This
Scripted or robotic
Aggressive or desperate
Overly excited or salesy
Judgmental toward the seller or prior agent
"I know this may not be the best time, so I'll be brief. I'm just trying to find out if you still need help or if you've decided to hold off."

Objective
Main Call Objective
"Is this homeowner still open to selling?"
That single question drives every call. Everything you say before it is simply building enough rapport and credibility to earn a genuine answer. Once you have it, your path is clear.
If Yes
Collect basic qualifying information and move the conversation to the agent. This is a live lead — treat it with care.
If No
Politely close the call, thank them for their time, and update the contact record accurately.

Call Flow
Basic Call Flow
Each step builds naturally on the last. Keep the opening brief — homeowners decide within seconds whether to stay on the line. Move through the steps with calm confidence, and let the homeowner's response guide the rest of the conversation.

Step 1
Confirm the Person
"Hi, is this [Homeowner Name]?"
This is your first impression. Keep it simple and warm. If they confirm, move directly into your introduction without hesitation. If it's the wrong person, apologize briefly and update your records.
If They Confirm
Proceed immediately to the introduction. Keep momentum — do not pause or stumble.
If Wrong Number
"I apologize. I may have the wrong number. Thank you." Then mark the contact appropriately in your system.

Step 2
Introduce Yourself
"Hi [Homeowner Name], this is [Caller Name] calling on behalf of [Agent/Team Name]. I know this call is unexpected, so I'll be brief."
Acknowledging that the call is unexpected immediately reduces defensiveness. It signals that you are respectful of their time and not going to deliver a high-pressure pitch. This single phrase earns you extra seconds on the line — use them wisely.
Always use your real first name and the agent's or team's name exactly as provided. Never improvise or use vague language like "I'm calling from a real estate company."

Step 3
State the Reason for the Call
"I was reaching out because I saw that your home was previously listed for sale and is no longer active on the market."
This statement is factual, transparent, and non-threatening. You are not claiming to have a buyer, not criticizing what happened before, and not making a pitch. You are simply explaining why you called — which is what most homeowners want to know first.
Transparency builds trust faster than any sales technique. Stating the reason plainly reduces suspicion and keeps the conversation moving forward.

Step 4
Ask the Main Question
"I just wanted to ask: are you still considering selling the home, or have you decided to hold off for now?"
Once you ask this question — stop talking. Let silence work for you. The homeowner needs space to formulate an honest answer, and filling that silence with more words only creates noise and pressure.
Ask Clearly
Deliver the question in a natural, relaxed tone. Avoid trailing off or sounding unsure.
Then Stop
Wait for their response. Do not add qualifiers, explanations, or filler words after asking.
Listen Actively
Their answer tells you exactly which script path to follow. Take mental and written notes immediately.

Full Script
Full Call Script
01
Confirm Identity
"Hi, is this [Homeowner Name]?"
02
Introduce Yourself
"Hi [Homeowner Name], this is [Caller Name] calling on behalf of [Agent/Team Name]. I know this call is unexpected, so I'll be brief."
03
State the Reason
"I was reaching out because I saw that your home was previously listed for sale and is no longer active on the market."
04
Ask the Main Question
"I'm not calling to pressure you. I just wanted to ask: are you still considering selling the home, or have you decided to hold off for now?"

Response Path
If They Are Still Interested in Selling
"Got it. That makes sense. A lot of homeowners take a step back after a listing expires, especially if the process was frustrating."
Validate their experience before moving forward. Then gently probe for timing and readiness before pivoting to the agent follow-up ask.
Probe for Timing
"Do you mind if I ask, are you hoping to relist soon, or are you still deciding what to do next?" — Then wait for their answer before continuing.
Bridge to the Agent
"That makes sense. The agent would be the best person to review the details with you and talk through possible next steps."
Ask for the Follow-Up
"Would you be open to a quick follow-up call with [Agent Name]?" — Keep it low-commitment and easy to say yes to.

Objection Handling
If They Ask What Went Wrong
"That is exactly the kind of thing the agent would need to review with you. I do not want to guess or give you the wrong information. The agent can look at the previous listing, current competition, buyer activity, and your goals before giving an opinion."
Never attempt to diagnose why a listing expired. You do not have access to the full picture, and speculating can damage trust or misinform the seller. Your job is to redirect this important question to the qualified professional.
Do not guess, speculate, or offer any opinion on what may have caused the listing to expire. This must always go to the agent.
After delivering the response above, ask: "Would you be open to a quick conversation with the agent to review that?"

Objection Handling
If They Ask About Price
"That is a great question for the agent. I do not want to give you a number without the agent reviewing the property and the current market. My role is just to see if you are still open to selling and help set up the right next conversation."
Pricing is the most common question callers receive and one of the most important to deflect properly. An inaccurate number — even a casual estimate — can set false expectations, undermine the agent, and damage the relationship before it begins.
Never give a price estimate, range, or opinion — even if you think you know the area. Always route pricing questions directly to the agent.
Follow up with: "Would you like the agent to follow up with you about that?"

Objection Handling
If They Ask About Commission
"That is something the agent would go over directly with you. I do not want to speak for them or give you incomplete information."
Commission structures vary and are ultimately the agent's conversation to have. Attempting to answer this question — even with good intentions — can create misunderstandings or commit the agent to terms they have not agreed to.
Why This Matters
Any number or promise you make about commission becomes associated with your team. Leave this entirely to the agent to address accurately and professionally.
The Follow-Up Ask
"Would you be open to a quick call with the agent to talk through your options?" Keep it conversational and low-pressure.

Objection Handling
If They Had a Bad Experience
"I'm sorry to hear that. Selling a home is already stressful, and I know it can be frustrating when it does not work out."
Empathy is your most powerful tool with frustrated sellers. Acknowledge their experience genuinely before asking anything else. Never minimize what they went through or pivot too quickly to your agenda.
Ask What Would Need to Be Different
"If you were to try again, what would need to be different this time?" Then listen carefully and take detailed notes — this is highly valuable information for the agent.
Validate and Bridge
"That makes sense. I think that would be worth discussing directly with the agent. Would you be open to a quick follow-up call?"

Objection Handling
If They Are Not Selling Anymore
"Totally understandable. Sometimes plans change."
Not every call ends with an appointment — and that is perfectly fine. When a seller says they are no longer planning to sell, your goal shifts to understanding whether this is permanent or temporary, and leaving the door open respectfully for a future touchpoint.
Probe for Future Intent
"Do you think you may consider selling again later, or are you planning to stay long-term?"
If Maybe Later
"Got it. Would it be okay if the agent followed up down the road to check in?" — Note their preferred timeframe.
If Definitely No
"No problem at all. Thank you for taking the call. I hope you have a great day." — End warmly and update the record.

Objection Handling
If They Already Have Another Agent
"Got it. I appreciate you letting me know."
Respect their relationship and never attempt to undermine it. The key question is whether they have actually signed a new listing agreement — because if they have not, there may still be an opportunity for a second conversation before they commit.
If Agreement Is Signed
"Understood. I do not want to interfere with that. Best of luck with the sale." End the call professionally and mark the record as Already Listed.
If No Agreement Yet
"Got it. If you have not signed yet, would you be open to a quick second conversation with the agent before making a final decision?" This keeps the opportunity alive without being pushy.

Objection Handling
If They Are Relisting With the Same Agent
"That makes sense. Loyalty is important, especially if you feel they worked hard for you."
Acknowledge their loyalty without criticizing their decision. Then introduce the idea of a second opinion as a tool for the seller's own benefit — not as a competitive pitch. Frame it around protecting their interests before they commit.
"Before you relist, some sellers still find it helpful to get a second opinion — just to compare strategy before going back on the market. Would you be open to a quick conversation with the agent?"
This approach respects their existing relationship while creating a natural opening. Many sellers who are on the fence will say yes when framed as a comparison — not a replacement.

Objection Handling
If They Ask How You Got Their Number
"That is a fair question. I'm calling because your home was previously marketed for sale and came off the market. If you prefer not to be contacted, I completely understand and can make a note of that."
Answer this question honestly and without deflecting. Homeowners have every right to ask how they were identified. A transparent, matter-of-fact answer typically diffuses the concern quickly. Always give them a clear, comfortable out if they want one.
If they ask to be removed: "No problem at all. I'll make a note so we do not contact you again." Then mark the record immediately as Do Not Contact.

Objection Handling
If They Are Upset or Rude
"I understand. I do not want to bother you. I'll make a note. Thank you for your time."
Some homeowners will be angry before you say a single word. They may have received five calls today. Do not take it personally, do not match their energy, and do not attempt to continue the conversation.
Stay Composed
Never raise your voice, become defensive, or argue. Your professionalism protects both you and the brand.
End the Call Cleanly
Use the exact response above and end the call. Do not offer more explanation — it will only escalate the situation.
Update the Record
Note the attitude and mark the contact appropriately. This protects the team from future unwanted contact.

Closing
Appointment or Follow-Up Close
"Based on what you shared, I think it would make sense for you to speak directly with [Agent Name]. They can review the details with you and help you understand your options."
When the homeowner shows genuine interest, this is the moment to lock in the next step. Offer two time options to make it easy to say yes — never ask open-ended questions like "when are you free?" which creates decision fatigue.
1
Offer Two Times
"Would [day/time] or [day/time] work better for a quick call?" Choose specific options based on your calendar or the agent's availability.
2
If No Calendar Access
"I'll send this over to [Agent Name], and they can follow up with you directly. Is this the best number for them to call?" Confirm contact details before ending.

Scripts
Voicemail Script
"Hi [Homeowner Name], this is [Caller Name] calling on behalf of [Agent/Team Name]. I was calling because your home was previously listed for sale and recently came off the market. No pressure at all. We just wanted to see if you are still considering selling or if you have decided to hold off for now. You can call or text us back at [Phone Number]. Again, this is [Caller Name] calling on behalf of [Agent/Team Name]. Thank you."
A good voicemail is brief, transparent, and non-threatening. State your name and the team name twice — once at the beginning and once at the end — so the homeowner clearly knows who called and how to reach you. Always end on a warm, pressure-free note.
Keep voicemails under 30 seconds. If it runs longer, trim it. Homeowners are far more likely to call back if the message is short and respectful.

Scripts
Text Follow-Up After Voicemail
"Hi [Homeowner Name], this is [Caller Name] with [Agent/Team Name]. I left a quick voicemail about your home that recently came off the market. No pressure — just wanted to see if you are still considering selling or if you decided to hold off for now."
A brief text follow-up after a voicemail significantly increases response rates. Many homeowners prefer texting over returning phone calls. Keep the message short, personal, and consistent with the voicemail you left — never follow up with something that contradicts or adds to what you said.
Only send a follow-up text if the contact's record permits it. Never text a number flagged as Do Not Contact or Wrong Number.

Documentation
Basic Notes the Caller Should Record
Clear, accurate notes after every call protect the team, inform the agent, and ensure that every homeowner receives appropriate follow-up. Take notes during the call or immediately after — memory fades fast.
1
Contact Info
Name, best phone number, preferred follow-up time
2
Call Result
Still interested / Not interested / Wants follow-up / DNC requested
3
Seller Context
Reason they did not sell, objections or concerns raised, timeline mentioned
4
Attitude Notes
Friendly, neutral, frustrated, hostile — note it so the agent is prepared
Example: "Seller still wants to sell but frustrated with previous agent. Open to agent call tomorrow afternoon."

Lead Management
Lead Status Categories
After each call, assign one clear status to the contact. Accurate categorization ensures the agent knows exactly what to expect and the CRM stays clean and actionable.
When in doubt, choose the most conservative status. It is better to mark a lead as Warm than to overcommit it as Hot and disappoint the agent on follow-up.

Best Practices
Caller Do's and Don'ts
✅ Do
Be brief and get to the point
Be respectful in every interaction
Listen more than you talk
Ask simple, open-ended questions
Take clean, detailed notes
Hand off serious questions to the agent
End every call politely — no matter how it goes
❌ Don't
Debate or argue with the seller
Talk badly about the previous agent
Give pricing advice of any kind
Discuss commission details
Promise any outcome or result
Continue calling after a removal request
Sound annoyed, rushed, or defensive

Quick Reference
Quick Objection Responses
Keep these responses ready. Consistency in how you handle objections builds confidence and keeps the conversation on track.
"I'm not interested."
"No problem. I appreciate you taking the call. Have a good day."
"We already have an agent."
"Got it. I appreciate you letting me know. Have you already signed a new listing agreement?"
"Why are you calling me?"
"I'm calling because your home was previously listed for sale and came off the market. I just wanted to see if you were still considering selling or if you decided to hold off."
"What can your agent do differently?"
"That is a great question for the agent. I do not want to guess. They would need to review the home, previous listing, and current market before giving you a real answer."
"What do you think my home is worth?"
"That is something the agent would need to review with you. I do not want to give you an inaccurate number."
"How much do you charge?"
"That is something the agent would discuss directly with you. My role is just to help set up the conversation."
"Stop calling me."
"Absolutely. I'll make a note so we do not contact you again. Thank you."

Escalation
When to Hand Off to the Agent Immediately
Recognizing when to step back and bring in the agent is one of the most important skills a caller can develop. These are the moments where the conversation requires licensed expertise — and attempting to handle them yourself creates risk for everyone involved.
Still Wants to Sell
Any active seller interest should be handed off promptly
Pricing or Commission
Any question about money goes directly to the agent
Urgency or Timeline
Mentions of a deadline, financial pressure, or a must-sell situation
Sensitive Situations
Divorce, estate, relocation, or financial hardship — escalate immediately
"That is something the agent should discuss with you directly. I'll make sure they receive your notes and follow up."

Closing Note
Final Reminder for Callers
Your job is to open the door — professionally.
A successful call does not always mean setting an appointment. Many of your most valuable contributions will be the calls where you confirm someone is not selling, correctly mark a do-not-contact, or pass a motivated seller to the agent before they sign with someone else.
Confirming No Sale
Knowing who is not selling saves the team time and resources
Finding Future Leads
A seller who says "maybe next year" is a future opportunity — note it
Protecting the Team
Marking DNC correctly shields the business from compliance issues
Passing Hot Leads
Getting a motivated seller to the agent quickly is a significant win
Be professional, be respectful, and keep the conversation simple. The sellers who need help will recognize it — and your calm, steady approach is what earns their trust.