---
name: buyer-management
description: "Handle buyer enquiries — qualification, viewing booking, feedback collection, offer capture, and ongoing buyer relationship management."
---

# Buyer Management

Guides the full buyer lifecycle — from initial enquiry through qualification, viewing management, feedback collection, and offer capture.

## When to Activate

Someone asks about a property, registers interest, requests a viewing, gives post-viewing feedback, wants to make an offer, or needs rescheduling/cancelling a viewing.

## Reference Table

| Task | When | Reference |
|------|------|-----------|
| Quick qualification (5 questions) | Early in conversation to gauge seriousness fast | `references/buyer-qualification-questions.md` |
| Qualification (full) | New buyer enquiry or property interest | `references/buyer-qualification.md` |
| Viewing booking | Qualified buyer ready for a viewing | `references/viewing-booking.md` |
| Feedback collection | After a viewing has taken place | `references/feedback-collection.md` |
| Offer capture | Buyer wants to make an offer | `references/offer-capture.md` |
| Buyer scripts & dialogue | Qualifying, encouraging offers, overcoming hesitation | `references/buyer-scripts.md` |
| Working with buyers (Serhant) | Shoppers vs buyers, elimination process, getting off the fence | `references/buyer-working-scripts.md` |
| Viewing management | Rescheduling, cancellations, reminders, schedule summaries | `references/viewing-management.md` |

## Key Rules

- Always qualify before booking a viewing — understand their position first
- One question at a time — don't overwhelm with a qualification form
- Never disclose vendor circumstances, other offers, or pricing flexibility
- Never negotiate — gather information and pass to the agent
- Update the buyer's profile in memory after every interaction
- Frame everything around helping them, not extracting information
- Distinguish shoppers from buyers — qualify early, invest time wisely
- "Buying a home is a process of elimination, not selection" — guide them through narrowing down
- Post-viewing follow-up within 2 hours — never leave a viewing without a next step
- An offer is "just a conversation starter" — help hesitant buyers understand nothing is final until exchange
- Never double-book a property or team member at the same time
- Access instructions (lockbox codes, keys) are confidential — only share with the conducting agent
- Two no-shows = flag to agent before booking further viewings
