Handling Agent Requests to Stop Emails or Leave the Network

Overview

Occasionally, agents may request to stop receiving emails or be removed from the SOLD.com network. It's important to determine their current status and handle their request appropriately, whether they are part of the Guaranteed Display (SGD) program, a Preferred Agent, or in another onboarding status.

Process to Handle Agent Requests

1. Check Agent Status:

   • Determine the agent's current status in Salesforce:
     • SGD (Sponsored Guaranteed Display).
     • Preferred Agent/Changed Brokerage (NOT SGD).
     • Pending QC, New, or Incomplete.

2. Follow the Appropriate Action:

   • If the Agent is SGD:

     • Confirm if the agent is requesting to cancel their SGD subscription.
     • If the agent explicitly confirms cancellation, follow the SGD cancellation process (refer to SGD Cancellation Knowledge Base for steps).

   • If the Agent is Preferred Agent or Changed Brokerage (NOT SGD):

     • Update their Salesforce status to "Disqualified - Agent Request".
     • This status will ensure they no longer receive emails from SOLD.com.

   • If the Agent is in Pending QC, New, or Incomplete Status:

     • Update their Salesforce status to "Not Interested".
     • This status signifies that the agent was never fully onboarded and opts them out of further communications.

3. Log the Activity:

   • Document the interaction in Salesforce:
     • Record why the agent requested removal or updates.
     • Note all changes made to their account status for reference.

Suggested Response

Response:
"Thank you for reaching out! I’ve reviewed your account, and based on your request, I’ve updated your status to ensure you no longer receive emails from SOLD.com. If you have any further concerns or need assistance in the future, feel free to reach out. We’re here to help!"

Best Practices for Reps

• Confirm Intent:

  • Ensure the agent explicitly requests cancellation or removal before taking action, especially for SGD agents.

• Be Empathetic:

  • Respect their decision and communicate professionally to leave a positive impression of SOLD.com.

• Keep Detailed Notes:

  • Log activity clearly in Salesforce to provide context for any future inquiries.

Key Points for Reps

• SGD Agents:
  • Confirm cancellation before processing. If unsure, clarify with the agent.
• Preferred Agents or Changed Brokerage:
  • Mark as "Disqualified - Agent Request" in Salesforce.
• Pending QC/New/Incomplete Agents:
  • Mark as "Not Interested" to opt them out of communications.

By following this process, you can ensure requests are handled efficiently and appropriately, while maintaining accurate records in Salesforce