Qualify the lead.
Equip the advisor.

Start with contact permission.

Lead scoring starts after the business has established that contact is appropriate. Keep the enquiry source, contact permission, opt-out status and permitted contact window separate from the score. A high score never overrides a refusal or a contact restriction.

For overseas enquiries, agree a local-time contact window and check the destination market’s requirements before calling or messaging. A Dubai campaign process does not automatically cover the US, Canada or UK.

Keep the first call focused.

Ask one question at a time, acknowledge the answer and avoid asking for information the prospect already supplied. If they ask for a human advisor, take the shortest available handover route.

Use the business’s approved identification and recording disclosures where required. If it is inconvenient, ask for a preferred time and stop the qualification questions.

Seven questions that make a handover useful.

1. Off-plan, ready or both? Record the answer without pushing the campaign’s preferred product.
2. What budget range and currency should the advisor work within? Do not infer purchasing power from a name, nationality, job title or phone prefix.
3. What property type? Apartment, villa, townhouse, commercial or another requirement; capture bedrooms if relevant.
4. Which locations are you considering? Allow more than one community and note any must-have feature.
5. What is the purpose? Own use, investment or still exploring. Do not turn this into a promise about yield or returns.
6. When would you like to move forward? Capture the prospect’s wording and distinguish a firm timeline from a guess.
7. What should happen next? An advisor call, a remote meeting, requested information or no further contact. Confirm channel and local time.

Unknown is a valid answer. Record it as unknown; do not fill gaps with assumptions. Questions about a specific project’s availability, payment plan or legal terms should go to an advisor using current approved information.

Score readiness, then check the exceptions.

This proposed 100-point model is a starting framework, not a validated prediction of sales. Calibrate it against advisor feedback, contactability and actual sales progression before changing routing thresholds.

Routing rules

• Hot: 75 or more, critical answers complete, inventory fit checked and an advisor conversation requested. Route promptly according to advisor availability.
• Warm: 60–74 with enough information to plan follow-up, or a high score with unresolved fit or timing. Assign an owner and agree the next step.
• Nurture: under 60 after sufficient answers, with permission for relevant future updates.
• Needs clarification: critical answers missing. This is not automatically a Cold lead.
• Stop: opt-out, no valid contact basis or another suppression rule. This overrides every score. A request for a human can be routed regardless of score.

Send the advisor a usable brief.

A handover needs an owner and an agreed action. A score without context makes the advisor repeat the call. Keep the prospect’s answers, source and unknowns together; show what is stated and what is verified.

{
  "lead_reference": "example-only",
  "source": "project enquiry",
  "contact_permission": "recorded separately",
  "language": null,
  "property_stage": null,
  "budget_range": null,
  "budget_currency": null,
  "property_type": null,
  "locations": [],
  "purpose": null,
  "timeline": null,
  "score": null,
  "routing_status": "needs_clarification",
  "unknowns": [],
  "advisor_owner": null,
  "agreed_next_step": null,
  "preferred_channel": null,
  "preferred_local_time_and_zone": null,
  "opt_out": false
}

When transferring a ready prospect, confirm that an advisor is available. If the transfer fails, tell the prospect what will happen next and record the agreed callback time. Do not describe an unconfirmed callback as a booked appointment.

Follow up on the agreement, not on autopilot.

• Advisor requested: transfer where available or agree a callback with an assigned owner.
• Requested information: send only the relevant, approved material using the agreed channel.
• Not ready: offer a suitable future contact date or stop; do not create an indefinite calling sequence.
• No answer: log the attempt and use the business’s approved retry limits and permitted contact windows.
• Opt-out: stop and suppress further marketing contact.

Test the difficult calls before launch.

• A prospect says “stop calling”: the AI stops, records the opt-out and triggers suppression.
• Budget is given in dollars: the CRM preserves the currency; the AI does not silently treat it as AED.
• A prospect asks for guaranteed ROI: the AI makes no guarantee and offers an advisor discussion.
• Timeline is unknown: the record stays incomplete rather than declaring the lead Cold.
• The prospect switches to Arabic: route to supported language handling or a human; do not pretend fluency the system lacks.
• The prospect wants a human immediately: bypass the questionnaire where a handover is available.
• The advisor cannot accept a transfer: record an agreed callback, not a false booking.
• A US, Canadian or UK enquiry requests contact: capture local time and channel before arranging follow-up.

Review call samples with advisors. Track valid contact, completed qualification, accepted handover, attended consultation and opt-outs separately. A high raw lead score is not a sales result.

Common questions

Build the workflow around your sales team.

For help connecting campaigns, qualification and advisor follow-up, share your current lead sources, CRM, languages and handover process.

Discuss your qualification workflow →

Marketing Dubai property to US, Canadian and UK buyers · Work examples and evidence