what kind of lead is this? Because that would kind of determine how I would maybe adjust the opening. If it was a cold call lead i would maybe have a little more curious tone when opening. But he did still end up talking. I agree with chris I think there was a couple times where you just repeated what he said back to him and then he elaborated on it. I think somewhere we could of pivoted and took control of the conversation is when he mentioned he had a bunch of people come through and said it needed to much work would of been to agree and sympathize with him. "man Im sure that was annoying to have a bunch of people walk the property and take up your time just to tell you it needs to much work. It seems like this is something thats important to you". Then from here I would set expectations and just take control. We operate a little different then some of those knuckleheads that wasted your time at the property. we prefer properties that need a ton of work done to them. our calls are super quick so ill make sure i dont take up to much of your time. give me 5-10 min here ill get a little more information about what needs to be done to the property. ill take it all back to underwriter and see what we get you approved for. That way you can see what your working with. Most sellers need to be told what to do. But great start to the call now it will just be taking control after that.