# Gez Group original training video starter scripts

Draft for broker review before use. These are original short lesson scripts, not legal advice or continuing education. Add the brokerage's approved forms, named support contacts, and current policies before recording. Do not show client personal data or unapproved listing content in a recording.

## 1. A strong first response (3–4 minutes)

**Opening:** A fast response is helpful, but a useful response is better. The goal of the first message is to acknowledge the person, understand what they asked for, and agree on one next step.

**Walk-through:** Start by checking the inquiry details. If they asked about a specific listing, verify its current status through the approved source before confirming anything. Introduce yourself with your correct licensed name and brokerage. Ask one or two open questions: “What would be most helpful to know about this home?” and “When would you like to make a move?” Listen for timing, preferred contact method, and the question that matters most.

Record the conversation and the next step in the approved system. If you promise to send something, set a reminder. If the question involves legal advice, an accommodation, a complaint, safety, or an offer you are unsure how to handle, pause and contact the broker.

**Practice:** A person asks whether an apartment is still available and says they want to move next month. Respond with a courteous acknowledgement, verify availability, ask their preferred time to talk, and schedule a follow-up.

**Close:** A good first response earns the next conversation through clarity and follow-through. Never promise availability until you confirm it.

## 2. Before a listing goes live (4–5 minutes)

**Opening:** Publishing a listing is a controlled workflow. Confirm the right to advertise first, then confirm the facts, media permissions, broker approval, and destination.

**Walk-through:** Check the signed authorization and the broker's approval. Match the address, price, status, showing instructions, and property facts to the approved listing record. Check that the advertisement identifies the licensed brokerage correctly and includes the required contact or address information. Confirm each photograph, floor plan, video, and other creative asset may be used for this purpose. Review the description for accurate, neutral property facts and fair-housing concerns. Verify the destination is allowed by the listing agreement, MLS rules, and any applicable distribution instructions.

Save the final approved content and record where it was published. If ownership authorization or media rights are unclear, do not publish; ask the broker to resolve it. New York's advertising requirements apply to websites and other digital advertising, and the broker must approve property advertising under the applicable rules.

**Practice:** The seller sends a new photo by text and asks you to post it immediately. Explain that you will confirm permission and broker approval before publishing.

**Close:** Accuracy, permission, and an audit trail protect the consumer and the brokerage.

## 3. A useful buyer consultation (4–5 minutes)

**Opening:** A buyer consultation should help a client make informed choices. It is a listening meeting, not a pressure script.

**Walk-through:** Ask about the client's preferred areas, property needs, timing, accessibility needs, and how they want to communicate. Invite them to describe what is essential and what is flexible. Explain how your representation works using current broker-approved materials. Discuss compensation plainly and in writing as required by the current brokerage workflow; do not suggest that compensation is fixed by law or set by an MLS. Confirm the next step together: a search plan, property tour, or a second meeting.

Afterward, send a concise summary and record permission-based preferences in the approved CRM. Do not infer a person's budget, family, or housing preferences from protected characteristics. Ask the same core qualification questions consistently and provide the same service options.

**Practice:** A client wants “a safe neighborhood.” Ask what specific, objective features they mean—commute, lighting, building access, or nearby services—and offer neutral sources without steering them based on who they are.

**Close:** The best search begins with the client's own priorities and a clear representation conversation.

## 4. Preparing a seller meeting (4–5 minutes)

**Opening:** A seller meeting is a chance to learn the owner's goals and explain a thoughtful plan, not guarantee a result.

**Walk-through:** Before the meeting, review relevant property facts and a reasonable set of comparable information. Explain that comparable sales are context, not a guarantee of future price. Ask about timing, repairs, occupancy, privacy, and the owner's goals. Describe the services and marketing choices available, including what depends on owner authorization, MLS rules, or vendor approval. Discuss compensation as negotiable and put agreed terms in the broker-approved written documents. Confirm the next step and who will provide each item.

Do not promise a specific sale price, time on market, or exposure on a platform. Do not advertise before proper authorization and broker approval. Record the meeting and share a recap.

**Practice:** An owner asks you to guarantee a sale price. Explain how you will prepare a supported pricing discussion and that the owner will choose whether and how to proceed.

**Close:** Trust grows when expectations are candid, specific, and documented.

## 5. Respectful and consistent rental service (4–5 minutes)

**Opening:** A consistent process helps renters understand what happens next and helps agents avoid unfair or careless decisions.

**Walk-through:** Verify the listing's availability, approved application steps, screening criteria, fee disclosures, and showing instructions. Provide the same objective process and timing to every applicant. Do not ask questions or make decisions based on protected characteristics. If a person asks for a disability-related accommodation, do not dismiss or improvise an answer; promptly route it through the broker's approved process. Protect identity, income, and application documents: use only approved secure channels and collect only what the approved process requires. Never forward sensitive documents to a personal email or store them in an unapproved drive.

**Practice:** Two applicants ask about the same unit. Describe how you will give each the same application instructions and route questions through the same process.

**Close:** Equal treatment, privacy, and timely escalation are part of good service. Ask the broker when a policy or legal requirement is unclear.

## 6. The transaction file and closing handoff (4–5 minutes)

**Opening:** A clean file is a service tool. It lets the client, agent, broker, and closing partners understand what has happened and what comes next.

**Walk-through:** Use the brokerage checklist for the transaction type. Record the offer and material terms in the approved system and route them for broker review. Track each signed document and key date from the executed agreement. Confirm receipt rather than assuming an email was opened. Escalate missed deadlines, changed terms, complaints, or questions about legal rights immediately. Before closing, compare the commission instruction and transaction record with the final settlement information using the broker's accounting process. After closing, confirm the file is complete and the client knows who to contact with remaining questions.

Never make a legal interpretation or alter a signed contract without the required professional and broker guidance.

**Practice:** A key date is approaching and one document is missing. Notify the broker, contact the responsible party through the approved channel, document the status, and set the next check-in.

**Close:** A reliable handoff comes from timely notes, clear ownership, and early escalation.

## 7. Use AI as a copilot, not a source of truth (4–5 minutes)

**Opening:** AI can help organize routine work. It can also invent property details, expose private information, or produce biased recommendations. Our rule is simple: use approved tools, check the result, and keep a person accountable.

**Walk-through:** Start only with information you are authorized to use. Never paste a client's identity, financial, rental application, negotiation, or confidential transaction information into a public AI tool. Use AI to draft a first version of a listing description or summarize non-sensitive notes, then verify every fact against the approved record. Remove unsupported superlatives and confirm required brokerage identity, disclosures, permissions, and broker approval before publishing. Never ask AI to decide who should get housing, whether an applicant qualifies, which neighborhood someone belongs in, or what offer a client should make. A matching feature should explain how it used the consumer's own stated property criteria and let the consumer change those criteria.

New York DOS has warned that AI-generated or manipulated listing images can mislead consumers. Do not make a property's current condition, view, layout, or features appear different. An illustrative design image must be clearly labeled and used only under brokerage policy.

**Practice:** An AI draft says a unit has “two full baths,” but the listing record says “one bath.” Do not publish the draft. Correct the copy from the authorized record, document the source, and ask the broker if the listing data itself is uncertain.

**Close:** AI output is a draft. The person using it is responsible for checking the facts, protecting the client, and following the broker's approved process.