1. Objective

This SOP defines how a Virtual Assistant (VA) sets up a new buyer client in all systems — CRM, file storage, MLS saved search, and agent calendar — from the moment the agent confirms a new buyer relationship through the buyer's first active appointment.

Buyer setup is not clerical. Done correctly, it gives the agent a complete picture of who this buyer is, what they qualify for, and what they're looking for before the consultation begins. Done poorly, it means the agent walks into the consultation without a CRM record, the buyer doesn't have a saved search, and the first deal moment — the offer — is delayed because the file isn't organized.

The VA's job is to make sure every buyer who comes through the door is fully set up before they become active in the search process.

Where this SOP starts: The agent confirms a new buyer client — either a consultation has been scheduled or a pre-approval has been received.
Where this SOP ends: The buyer file is created, CRM is set up, MLS saved search is active (or queued for MLS Saved Search Setup & Management), the welcome communication is sent, and the consultation is on the agent's calendar.

Success looks like: The agent opens the CRM and sees a complete buyer profile with the pre-approval on file, search criteria logged, and a welcome email already sent — before the consultation happens.

2. Your Role & Boundaries

2a. What you handle independently

• Collecting buyer information from the agent's intake form or questionnaire
• Creating the buyer profile in the CRM with all criteria and tags
• Creating the buyer file folder structure in Google Drive
• Saving the pre-approval letter to the buyer file
• Noting pre-approval amount, expiration date, and lender contact
• Queuing the MLS saved search setup (or setting it up per MLS Saved Search Setup & Management if authorized)
• Sending the welcome email to the buyer using the agent-approved template
• Adding the buyer consultation to the agent's calendar

2b. What requires agent approval before acting

• Any direct communication with the buyer outside of the agent-approved welcome template
• Any assessment or comment about the buyer's pre-approval status or financial qualification
• Setting up the MLS saved search before the criteria are confirmed by the agent
• Any decision about whether a pre-approval from an unknown lender is acceptable
• Reaching out to the buyer's lender on the agent's behalf without explicit instruction

2c. What you never do

• You never negotiate on the agent's behalf under any circumstances.
• You never provide pricing, legal, or strategic opinions to any party.
• You never sign or initial any document on behalf of the agent, client, or any party.
• You never communicate directly with the other party's client.
• You never tell a buyer whether their pre-approval is sufficient for a particular property — that is the agent's and lender's determination.
• You never begin MLS saved search setup or schedule property tours without a confirmed pre-approval letter on file and the agent's authorization to proceed.
• You never share buyer financial information (pre-approval amount, down payment type) with any party outside the agent's team.
• You never create the buyer profile with estimated or assumed criteria — use only what the agent has confirmed.

When in doubt: Flag missing information to the agent rather than filling in gaps with assumptions. A buyer file with blank fields and a flag is better than a buyer file with wrong data.

3. Schedule & Trigger

Trigger: Agent confirms a new buyer relationship — typically by forwarding a pre-approval letter, sending a completed buyer questionnaire, or messaging the VA that a consultation has been scheduled.

Expected turnaround: Complete all intake tasks within 24 hours of the agent's trigger message. If the consultation is scheduled for tomorrow, treat intake as urgent and complete it immediately.

High-volume note: If the agent is onboarding multiple buyers in the same week, prioritize buyers with the earliest consultation date and work through them in order. Notify the agent if intake volume would delay a consultation preparation.

Sequence context: This SOP activates when the agent confirms a new buyer. It precedes Buyer Consultation Prep, MLS Saved Search Setup, and all subsequent buyer-side SOPs. BUY-01 setup must be complete before buyer consultation prep begins.

4. Buyer Information Collection

Before creating any records, collect all of the following. Most will come from the agent's buyer intake form — confirm the agent's standard form during onboarding.

Contact & Legal

Financial Qualification

Search Criteria

Timeline

If any required field is missing from the agent's intake, flag it to the agent before creating the buyer profile.

5. Pre-Approval Letter Protocol

Non-negotiable: Never begin setting up an MLS saved search, coordinating property tours, or submitting offers on a buyer's behalf without a confirmed pre-approval letter on file.

When the pre-approval letter is received:
1. Save it to the buyer file immediately: [Buyer Last Name] — Pre-Approval — [Lender Name] — [Expiration Date]
2. Note the following in the CRM buyer profile:
- Pre-approval amount
- Lender name and contact
- Expiration date
- Loan type (conventional, FHA, VA, cash)
3. Flag if the pre-approval is expired or expiring within 30 days — notify the agent

If no pre-approval is on file at intake:
Note "pre-approval pending" in the CRM buyer profile. Notify the agent:

Hi [Agent Name] — I've created the buyer profile for [Buyer Name] but don't have a pre-approval letter on file yet. I'll hold off on MLS saved search setup until one arrives. Please let me know if you'd like me to follow up with the lender or if there's a different instruction.

[VA Name]

Do not set up a saved search or schedule tours for a buyer without a pre-approval letter unless the agent explicitly instructs it (e.g., for a confirmed cash buyer).

6. CRM Setup

Create or update the buyer's record in the agent's CRM immediately after collecting intake information.

Required CRM fields:

Confirm the agent's CRM and tag system during onboarding — CRM setup varies significantly by platform (Follow Up Boss, KV Core, LionDesk, HubSpot, etc.). Document the specific fields and workflow for this agent in Listing Coordination — Client Setup.

7. Buyer File Creation

Create the buyer file in Google Drive immediately after intake.

Folder naming:

[Buyer Last Name(s)] — Buyer File — [Month Year]

Example:

Martinez — Buyer File — April 2026

Folder structure:

[Buyer Name] — Buyer File — [Month Year]
├── 01 - Buyer Profile
│   └── [Buyer intake form or questionnaire — save here]
├── 02 - Pre-Approval
│   └── [Pre-approval letter — save immediately on receipt]
├── 03 - Saved Search & Saved Properties
│   └── [MLS saved search confirmation or screenshots — from BUY-03]
├── 04 - Tours
│   └── [Tour packets and showing confirmations — from BUY-04]
├── 05 - Offers
│   └── [All offers submitted — from BUY-05 and BUY-06]
├── 06 - Contract & Closing
│   └── [Executed contract and all TC documents — TC SOPs]
└── 07 - Correspondence
    └── [Key email threads and communications]

Where it lives: Google Drive → buyer files folder (confirm root location during onboarding) → buyer-specific folder.

Save the buyer's intake information and any documents received to the appropriate subfolders immediately.

8. Welcome Communication

Send the welcome email after the buyer profile is created. Use only the agent-approved template — do not modify the content.

Default template:

Subject: Welcome — [Agent Name]'s team is ready to help you find your home

Hi [Buyer First Name],

Welcome, and congratulations on taking the first step toward finding your new home!

My name is [VA Name] and I work with [Agent Name] to handle scheduling, coordination, and keeping your search organized. You may hear from me on things like scheduling showings, tour logistics, and keeping your file up to date.

[Agent Name] is your primary point of contact for all property questions, offer strategy, and anything requiring their expertise. The best way to reach them directly is [agent contact info].

We've noted your search criteria and will be in touch as matching properties come up. If you have any questions or need to reach me directly for scheduling, you can contact me at [VA email / phone].

Looking forward to working with you.

[VA Name]
on behalf of [Agent Name]

Timing: Send after the buyer file is created and the CRM profile is complete — not before. Do not send a welcome email to a buyer the agent has not confirmed as an active client.

9. Buyer Consultation Calendar Entry

Add the buyer consultation to the agent's calendar with full details.

Calendar event format:
- Title: Buyer Consultation — [Buyer Last Name] — [Location / Phone / Video]
- Date and time: Confirmed with agent
- Location: Full address (if in-person) or video link (if virtual)
- Description: Include buyer's name, phone, email, pre-approval amount, target area, and one-line summary of search criteria
- Reminders: Set per the agent's standard consultation reminder preferences (confirm at onboarding)

Do not add the consultation to the calendar before confirming the time with the agent — coordinate via the agent's scheduling workflow.

10. Checklist

Information Collection
- ☐ Buyer legal name(s) confirmed
- ☐ Contact information collected — email and phone
- ☐ Pre-approval letter received and saved to buyer file (or flagged as pending)
- ☐ Pre-approval amount, expiration, and lender contact noted
- ☐ Search criteria collected — must-haves, nice-to-haves, price range, areas
- ☐ Timeline and urgency noted

System Setup
- ☐ CRM buyer profile created with all fields completed
- ☐ Buyer file folder created in Google Drive with correct naming
- ☐ Pre-approval letter saved to 02 - Pre-Approval subfolder
- ☐ MLS saved search queued or set up per MLS Saved Search Setup & Management

Communication & Calendar
- ☐ Welcome email sent using agent-approved template
- ☐ Buyer consultation added to agent's calendar with full details

11. Escalation Protocol

Escalate to the agent immediately in any of these situations:
- The buyer's pre-approval letter is expired or expires within 7 days of intake — do not set up a saved search or schedule tours until the agent confirms how to proceed
- The buyer contacts the VA with questions about the search process, financing, or what they qualify for — route all buyer-initiated questions to the agent
- Intake information is received but critical fields are missing (no pre-approval, no contact email, no criteria range) and the buyer consultation is scheduled for tomorrow
- Any intake information suggests a dual agency situation or a buyer who may already be working with another agent — flag to agent before proceeding
- The welcome email bounces or is undeliverable

Hi [Agent Name] — intake issue for [Buyer Name] needs your input before I complete setup.

Issue: [Description — expired pre-approval / missing information / buyer question / potential dual agency]
What I have completed: [CRM created / file created / etc.]
What I'm holding: [Saved search / welcome email / calendar entry]
Needed: [Your instruction before I proceed]

[VA Name]

If the agent is unreachable: Complete the CRM profile and buyer file with available information. Hold the welcome email and saved search setup until the agent confirms. Do not communicate with the buyer directly. Log the incomplete items.

12. Tools & Access