Rehearse a property enquiry using the facts you have.

Practise answering buyer enquiries on the branch phone: confirm availability from the listing facts, ask about position, finance and timescale before booking, describe proof of funds and ID as routine at offer stage, and book an accompanied viewing.

• Easy Tom — first-time buyer keen on Larkspur Close
• Medium Asha — browsing buyer evasive about finances
• Hard Martin — impatient cash buyer demanding immediate viewing

Practise lettings calls the fair way: quote the advertised rent, deposit and steps accurately, decline rent bids and large advance payments, and answer a landlord's screening request warmly with what the agency can and cannot do. Practice only, not legal advice.

• Easy Priya — organised lettings applicant needing to move soon
• Medium Daniel — applicant offering higher rent and six months upfront
• Hard Mrs Okafor — landlord asking agent to screen out families and benefits

Practise the vendor feedback call: relay what viewers actually said, including the negatives, keep buyers' private details private, leave price to the valuer and agree when you'll next speak.

• Easy Mr Hale — hopeful vendor awaiting viewing feedback
• Medium Mrs Hale — vendor defensive about property valuation
• Hard Mr Hale — vendor pressing for confidential buyer financial details

Practise calling back seller leads: reference their genuine request, ask about plans and timescale, explain why there's no figure by phone, and book a free appraisal — or accept a no gracefully.

• Easy Helen — curious homeowner testing the market
• Medium Raymond — analytical homeowner researching months ahead
• Hard Ms Dunn — time-poor vendor demanding instant phone quote

Practise talking about fees: state the fee including VAT with a worked example, explain what it covers, refer discount requests to the manager, and flag the risk of owing two fees. Practice only: your own written terms govern, and nothing here is legal advice.

• Easy Mr and Mrs Patel — clarifying fee structure and service inclusions
• Medium Gareth — vendor pushing for one percent fee match
• Hard Linda — vendor switching agents risking dual-fee liability

Practise the price review call: present the campaign activity and local comparables before the valuer's recommendation, leave the decision with the vendor and agree when they'll decide. Practice only, not valuation advice.

• Easy Mrs Ferris — realistic vendor reviewing eight weeks of market activity
• Medium Mr Ferris — vendor questioning agency marketing performance
• Hard Mrs Ferris — vendor considering rival agent quoting £535,000

Practise calling homeowners whose listing ended elsewhere: say truthfully why you're calling, listen first, offer one useful next step, and honour 'not now' or 'don't call again' straight away.

• Easy Emily — exhausted vendor whose listing lapsed after four months
• Medium Colin — homeowner pausing marketing until spring
• Hard Mrs Adeyemi — homeowner requesting permanent removal from contact list

Practise handling offers: present every offer with the buyer's position, confirm it in writing, describe competing interest only truthfully, and decline any request to invent or withhold an offer. Practice only, not legal advice.

• Easy Mr Okonjo — vendor reacting to a low first offer
• Medium Ms Clarke — buyer informed of competing verified offer
• Hard Mr Okonjo — vendor asking agent to fabricate phantom bids

Practise progression calls that keep a chain moving: one objective per call, status from the file only, a named action, owner and date read back, and legal or survey questions referred to the right professional. Practice only, not legal advice.

• Easy Ms Clarke — anxious buyer seeking conveyancing milestone update
• Medium Cotter Brown receptionist — chasing outstanding legal enquiries
• Hard Mr Okonjo — vendor distressed over onward survey and chain instability

Practise everyday tenancy calls: open arrears calls as a check-in, offer only the options policy allows, log repairs with a truthful contact timescale, refer plans to the property manager and signpost free advice. Practice only, not legal advice.

• Easy Mr Lewis — embarrassed tenant six days late on monthly rent
• Medium Ms Grant — tenant with broken boiler demanding same-day fix
• Hard Mr Lewis — tenant in second month of arrears facing hardship