@rubytech/create-realagent-code 0.1.26 → 0.1.28

package/payload/platform/plugins/buyers/skills/buyer-management/references/buyer-qualification.md

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+# Buyer Qualification
+
+## Purpose
+
+Understand the buyer's situation so the agent can prioritise and serve them effectively. Qualification is not interrogation — it's a conversation that helps you help them.
+
+## The MAN Framework
+
+Gather these three dimensions naturally through conversation:
+
+### Motivation
+- Why are they looking to move?
+- What's their timeline — urgent, browsing, planning ahead?
+- What drew them to this particular property or area?
+- Are they relocating? Upsizing? Downsizing? First-time buyers?
+
+### Ability
+- Do they have a property to sell? If so, what's its status?
+  - Not yet on market → early stage, may need longer
+  - On market → check how long, any interest
+  - Sold STC → stronger position
+  - No property to sell → chain-free (cash or FTB)
+- Are they buying with cash or mortgage?
+- If mortgage, do they have an Agreement in Principle (AIP)?
+- If no AIP, suggest speaking with a mortgage adviser before viewings
+
+### Need
+- What type of property are they looking for? (beds, type, garden, parking)
+- Must-haves vs nice-to-haves
+- Any dealbreakers? (location, condition, budget ceiling)
+- How far along are they in their search — just started or seen several?
+
+## Conversational Flow
+
+Don't ask all of this in one message. Weave it naturally:
+
+1. **Start warm** — thank them for their enquiry, show enthusiasm about the property they've asked about
+2. **Open with motivation** — "What's prompted your move?" or "Are you local to the area or looking to relocate?"
+3. **Bridge to ability** — "Do you have a property to sell, or are you in a position to proceed?" 
+4. **Understand need** — "What's on your wish list for your next home?"
+
+## After Qualification
+
+- **Proceedable** (chain-free, mortgage agreed, or sold STC) → book viewing promptly
+- **Needs steps** (no AIP, property not on market) → suggest next steps gently, keep them warm
+- **Browsing/long-term** → register their requirements, offer to send matching properties
+
+## Memory
+
+Save qualification status to `memory/users/{phone}/profile.md`:
+- Position (FTB, selling, sold STC, cash, renting)
+- Mortgage status (AIP yes/no, cash)
+- Requirements (beds, type, area, budget range)
+- Timeline (urgent, 3-6 months, browsing)
+- Properties of interest
+
+## Tone
+
+Curious and helpful, never clinical. You're having a chat, not filling in a form. If someone volunteers information, don't re-ask it. If they're clearly serious and ready, don't slow them down with unnecessary questions.

package/payload/platform/plugins/buyers/skills/buyer-management/references/buyer-scripts.md

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+# Buyer Scripts & Qualification Dialogue
+*Sources: Tom Panos (Real Estate Gym), Team LANC (Matt Lancashire), Serhant Agent Training Guide*
+
+## Qualifying Questions (Natural Conversation)
+
+Use these naturally — not as a checklist. Weave them into conversation.
+
+**Understanding motivation:**
+- "When buying a home, what's most important for you?"
+- "What's the best home you've seen so far?"
+- "What prevented you from making an offer on that one?"
+- "If there were 3 things you absolutely wouldn't compromise on, what would they be?"
+
+**Getting to an offer:**
+- "At what price on a contract represents great value for you?"
+- "If you could move into the right home next month, would that work for your timing?"
+
+**When a buyer is waiting for the market to bottom:**
+> "The only way to know you've bought at the bottom of the market is when the market goes up. But by then it's too late. Because the only way to know the market was at the bottom is when prices have already gone up. Do you want to make a decision based on the market, or based on your life?"
+
+## Post-Viewing Follow-Up Process
+
+**Within 2 hours of viewing:**
+1. Send warm check-in message (reference specific property, use first name)
+2. Capture overall impression, interest level, positives, concerns
+3. If interested — offer second viewing or next steps
+4. If not interested — ask what they ARE looking for (refine criteria)
+
+**10-Day Follow-Up (if no response or "thinking about it"):**
+- Brief, value-led message — share new comparable that just listed, or market insight
+- Never "just checking in" — always lead with something useful
+
+**Hot Buyer Management:**
+- Maintain a hot buyer list with key criteria
+- When new properties come to market, check against hot buyer criteria within 24 hours
+- Call (don't just text) for strong matches — "I've just seen something that ticks every box you mentioned"
+
+## Encouraging Offers
+
+**When a buyer is hesitant:**
+- "What would need to change for you to feel comfortable making an offer?"
+- "Is it the property itself, or the timing?"
+- "If this property sells to someone else this weekend, would you regret not having put an offer forward?"
+
+**When a buyer lowballs:**
+- Use comparable evidence: "Let me show you what similar properties have actually sold for recently"
+- Frame as collaboration: "Let's find a number that the seller will take seriously, so we don't lose the opportunity to negotiate"
+
+## Getting Buyers Off the Fence (Serhant)
+
+- Show them what they think they want (validates their criteria)
+- Show them the WOW listing (exceeds expectations, creates excitement)
+- Show them the consolation prize (makes the WOW listing feel essential)
+- This is about understanding their emotional journey, not manipulation
+
+## The Flip: Turning Negatives Into Positives
+
+When a buyer raises an objection about a property:
+1. **List the common objections** you expect (small garden, busy road, dated kitchen)
+2. **Find the silver lining** ("A contained garden is easy to maintain and beautify — you'll spend time enjoying it, not mowing")
+3. **Offer a solution** (share photos of beautiful small gardens, connect with a landscaper)
+
+Always acknowledge the concern genuinely before flipping it. Never dismiss a buyer's objection.

package/payload/platform/plugins/buyers/skills/buyer-management/references/buyer-working-scripts.md

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+# Working With Buyers — Scripts & Scenarios
+*Adapted from Serhant Team Agent Training Guide*
+
+## Phase 1: Selling Is ASKING
+
+### Qualify First — Shoppers vs Buyers
+You don't work with shoppers, you work with BUYERS. Determine if they're real:
+
+**Qualifying Questions:**
+1. "Where do you work?" (financial picture)
+2. "Do you currently own or rent?" (experience level + chain status)
+3. "When are you looking to move by? Is there a specific reason?" (urgency + motivation)
+4. "How long have you been looking? Seen anything you liked?" (stage in journey)
+5. "Have you already been pre-approved / spoken to a mortgage adviser?" (readiness)
+
+### Never Meet a Buyer for the First Time at a Listing
+Meet them first — in the office, for coffee, on a call. Understand their needs before showing properties.
+
+### Set Expectations
+List the steps to successfully purchasing a home. Buyers who understand the process make better decisions and don't panic at each stage.
+
+## Phase 2: Selling Is GUIDING
+
+### Elimination, Not Selection
+"Buying a home isn't a process of selection — it's a process of elimination. We'll narrow down what works and what doesn't until we find the right one."
+
+### Ask for Feedback After Every Viewing
+Don't assume silence means disinterest. Start the conversation, get them in the game.
+
+### Make Offers — Get Off the Fence
+Buyers can look forever without a push. Address the hesitation:
+
+"It's never a 'bad' time to buy. As long as you're comfortable with the purchase and don't overstretch yourself, you'll be in good shape."
+
+"I've never had a client who, at completion, said 'I got exactly what I wanted under budget!' — there's always a stretch."
+
+### Encouraging Offers
+"An offer is JUST a conversation starter. Nothing is final until contracts are exchanged."
+
+"What do you think the property is worth? What would you pay? ...[X]? Great — why don't we just see how the vendor responds?"
+
+### Make Them Fall in Love with the PROPERTY, Not the Discount
+Focus on lifestyle, not savings. "Can you see yourself here?" beats "You're getting £10k off."
+
+## Getting Buyers Off the Fence
+
+**Longer-Term Outlook:**
+"Will you be there for 5-10 years? If so, waiting for the 'perfect' property is like not taking a holiday because it might rain."
+
+**The Historical Perspective:**
+"Every buyer thinks it's SO expensive at the time. Then they look back and think they got the best deal ever."
+
+**The iPhone Analogy (for price objections):**
+If a buyer won't pay because the vendor only paid £X before — "How much did you pay for your iPhone? It costs £84 to make."

package/payload/platform/plugins/buyers/skills/buyer-management/references/feedback-collection.md

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+# Feedback Collection
+
+## Purpose
+
+Capture honest post-viewing feedback to relay to the vendor and inform the agent's strategy. Good feedback collection is one of the most valuable things an agent does — it tells you whether to chase, adjust, or pivot.
+
+## Timing
+
+Reach out within 24 hours of the viewing. Sooner is better — impressions fade.
+
+## Questions
+
+Ask conversationally, not as a checklist:
+
+1. **Overall impression** — "How did you find the viewing? What were your first impressions?"
+2. **Positives** — "What stood out to you? What did you like most?"
+3. **Concerns** — "Were there any reservations or things that gave you pause?"
+4. **Comparison** — "How does it compare to others you've seen?" (if applicable)
+5. **Interest level** — "Is it one you'd like to think about further, or would you like to explore other options?"
+6. **Next steps** — if interested: "Would you like to arrange a second viewing or discuss making an offer?" If not: "No problem at all — shall I keep an eye out for properties that might be a better fit?"
+
+## Reading Between the Lines
+
+- **"It was nice but..."** usually means no. Gently probe the "but"
+- **"We need to think about it"** — ask what specifically they're weighing up
+- **"We loved it"** — ask what specifically they loved (the agent uses this when presenting offers)
+- **Silence / no response** — follow up once more after 48 hours, then note as unresponsive
+
+## Recording Feedback
+
+Save to `memory/users/{phone}/viewings/YYYY-MM-DD-address-slug.md`:
+- Date of viewing
+- Property address
+- Overall reaction (positive / mixed / negative)
+- Key positives mentioned
+- Concerns raised
+- Interest level (keen / considering / not interested)
+- Next action (second viewing / offer / no further action)
+
+## Escalation
+
+If a buyer expresses strong interest or wants to discuss an offer, transition to offer capture immediately. If they raise concerns that could be addressed (price, condition), note these for the agent — they inform vendor feedback conversations.

package/payload/platform/plugins/buyers/skills/buyer-management/references/offer-capture.md

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+# Offer Capture
+
+## Purpose
+
+Gather all the information the agent needs to present an offer to the vendor professionally. You capture — the agent negotiates.
+
+## Information to Gather
+
+1. **The offer amount** — "What figure would you like to offer?"
+2. **How they arrived at it** — "How did you come to that figure?" (This helps the agent understand their thinking and position)
+3. **Their buying position:**
+   - Cash or mortgage?
+   - If mortgage: AIP confirmed? Lender? Deposit amount?
+   - Property to sell? Status? (Under offer, exchanged, no property)
+   - Chain length?
+   - Solicitor instructed?
+4. **What they love about the property** — "What is it about the property that's made you want to make an offer?" (the agent uses this when presenting to the vendor — emotional connection matters)
+5. **Timeline** — when would they ideally like to complete?
+6. **Any conditions** — is the offer subject to survey, sale of their property, or anything else?
+
+## Critical Rules
+
+- **Never counter-offer** — you do not negotiate on behalf of the vendor
+- **Never disclose other offers** — not the number, not the amount, not whether any exist
+- **Never hint at what might be acceptable** — no "I think the vendor would want more" or "that's quite low"
+- **Never disclose the vendor's circumstances** — their timeline, motivation, or financial position is confidential
+- **Stay neutral and professional** — "I'll make sure the agent presents this to the seller and they'll be in touch to discuss"
+
+## After Capture
+
+1. Save the offer to `memory/users/{phone}/offers/YYYY-MM-DD-address-slug.md`
+2. Include all gathered details
+3. **Escalate to the agent immediately** — offers are time-sensitive
+4. Confirm to the buyer: "Thank you — I've passed all of this to the agent and they'll be in touch once they've spoken with the seller. Is there anything else you'd like me to include?"
+
+## Multiple Offers
+
+If another buyer also wants to offer on the same property, capture their details separately. Never mention the other offer. The agent manages the best-and-final process if needed.

package/payload/platform/plugins/buyers/skills/buyer-management/references/viewing-booking.md

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+# Viewing Booking
+
+## Purpose
+
+Convert a qualified buyer into a confirmed viewing. Make it easy, organised, and professional.
+
+## Booking Flow
+
+1. **Confirm the property** — make sure you're both talking about the same one
+2. **Offer specific times** — "The agent has viewings available on Thursday afternoon or Saturday morning — which works better for you?" Two options, not open-ended
+3. **Confirm attendees** — will it be just them, or partner/family too? This helps the agent prepare
+4. **Set expectations** — the agent conducts all viewings personally. They'll walk them through the property and answer any questions on the day
+5. **Confirm details** — repeat the time, date, property address, and their name
+
+## Important
+
+- Viewings are arranged on set days where possible to be respectful of the seller's time
+- If the buyer's preferred time clashes, offer the next available slot — don't leave it hanging
+- If the property has high interest, mention this factually ("there's been good interest this week") but never fabricate urgency
+- Always confirm the buyer has been qualified before booking — if not, qualify first
+
+## After Booking
+
+- Save the viewing to `memory/users/{phone}/viewings/YYYY-MM-DD-address-slug.md`
+- Include: date, time, property address, buyer name, their position, any notes
+- If shared calendar is available, create the event there too
+
+## Cancellations and Rescheduling
+
+- Be understanding — things come up
+- Offer an alternative promptly
+- If a buyer cancels twice without rescheduling, note it in their profile — they may be going cold

package/payload/platform/plugins/buyers/skills/buyer-management/references/viewing-management.md

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+# Viewing Management
+
+Handles the full lifecycle of property viewings — from booking through to post-viewing follow-up.
+
+## Booking a Viewing
+
+When a buyer requests a viewing:
+
+1. **Confirm the property** — match their request to a known listing. If ambiguous, ask.
+2. **Collect buyer details** (if new contact): full name, phone, email (optional), chain status, mortgage position
+3. **Check availability** — look at `memory/shared/events/` for conflicts
+4. **Propose 2-3 time slots** — default 30 minutes; 45 min for large/rural properties
+5. **Confirm in writing:** property address, date/time, duration, who will conduct, access instructions
+6. **Create calendar event** in both:
+   - `memory/shared/events/YYYY-MM-DD-viewing-{property-slug}.md`
+   - `memory/users/{buyer-phone}/events/YYYY-MM-DD-viewing-{property-slug}.md`
+
+## Rescheduling
+
+1. Find the existing event in `memory/shared/events/`
+2. Confirm the new date/time with the buyer
+3. Update both event files (shared + user)
+4. Change status to `rescheduled` and add a note with the original date
+5. Confirm the change in writing
+
+## Cancellations
+
+1. Update event status to `cancelled`
+2. Add cancellation reason and who cancelled
+3. Confirm to the buyer
+4. If vendor-side cancellation, apologise and offer alternatives
+
+## Reminders
+
+- **24 hours before:** Confirmation reminder with address and time
+- **Morning of:** Brief reminder with any last-minute access details
+- Use the cron/events tool for scheduling these
+
+## Schedule Summaries
+
+When the agent needs an overview:
+1. List all viewing events from `memory/shared/events/` for the requested period
+2. Present chronologically: time, property, buyer name, conducted by
+3. Flag conflicts or tight turnarounds (< 30 min between viewings at different properties)
+
+## Rules
+
+- **Never double-book** a property or team member at the same time
+- **Always confirm in writing** — verbal confirmations are not sufficient
+- **Vendor preferences matter** — some vendors don't want viewings at certain times, or require notice
+- **Access instructions are confidential** — never share lockbox codes or key locations with anyone other than the conducting agent
+- **No-shows** — record on buyer's profile. Two no-shows = flag to agent before further bookings