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In Indian residential sales, the site visit is where most decisions are made. Very few buyers book a home they have not seen, even in an under-construction project where there is little to see beyond a sample flat and a construction site. That makes two ratios the most important in your funnel: how many leads visit, and how many visitors book.
This checklist covers everything from the moment a visit is agreed until the buyer pays a token. Use it to train new sales managers and to audit what happens on your sites today.
01Before the visit
Qualify before you invite
A visit costs time for your sales manager, sometimes a pickup, and the buyer's weekend. Check basic fit on the phone first: budget, configuration, location preference, timeline and loan plans. A visit from a buyer whose budget is 40% below your lowest unit rarely converts.
Book a specific slot
Offer two specific slots. Confirm the slot on WhatsApp with the site location pin, the name of the person who will meet them, and parking instructions.
Confirm twice
- The evening before: a short confirmation message and a request to reply yes.
- On the morning of the visit: a call to confirm and offer directions.
- If the buyer cancels, offer the next slot immediately. Do not leave it open.
Prepare the sales manager
The person meeting the buyer should have read the lead history: what was discussed, which units fit, any objections raised on calls. Nothing frustrates a buyer more than repeating everything at the site.
02At the site
Arrival
- Register the visitor at reception against the existing lead, matched by phone number. This avoids duplicates and channel partner disputes.
- If a broker accompanies the buyer, log the broker at the same time.
- Offer water and a seat. Do not start with a 20-minute presentation.
Discovery conversation
Spend the first ten minutes listening. Who will live here? Is it a first home, an upgrade or an investment? Who else is part of the decision? What projects have they seen? What did they like there?
The walk-through
- Show the location context first: schools, offices, metro, hospitals. Buyers buy location before they buy a flat.
- Show the master plan and amenities.
- Show the sample flat, pointing out what is standard and what is an upgrade.
- Take them to the construction site if safe and permitted, with helmets. Progress builds confidence.
- Show the specific shortlisted units on the stacking plan, with floor, view and price.
A live stacking plan on a tablet or phone lets the sales manager show what is actually available now, which avoids promising a unit that was booked an hour ago.
Pricing conversation
Present a printed or digital cost sheet for the unit the buyer prefers. It should show base price, floor rise, PLC, parking, GST, stamp duty, registration and possession charges, with the payment plan. Buyers distrust prices that change between the brochure and the table.
03Asking for the token
Many visits end with 'we will discuss at home and get back to you'. Sometimes that is genuine. Often it is because nobody asked for a commitment. If the buyer likes a unit and the price fits, ask.
- Summarise what they liked and confirm the unit.
- Explain the token amount, how long you will hold the unit, and whether the token is refundable and adjustable against the booking amount.
- Offer easy payment: UPI, card or cheque, with an immediate receipt.
- Put the hold in the system with an expiry date and time, linked to the buyer.
Section 13 of the RERA Act limits what you can collect before an agreement for sale is registered to 10% of the cost. Token plus booking amount together must stay within that limit.
04After the visit
The hours after a visit matter as much as the visit itself. The buyer is discussing your project at home that evening, usually against one or two others.
| When | Action |
|---|---|
| Within 1 hour | Thank-you message with the cost sheet, floor plan and location pin |
| Same day | Log visit notes, objections and decision-makers in the CRM |
| Day 1 or 2 | Call to answer questions raised at home |
| Day 3 to 5 | Offer a second visit with family, or a call with the loan desk |
| Hold expiry | Call before the hold lapses, not after |
Recording the visit takes time if a sales manager types on a phone. A short voice note right after the buyer leaves captures more detail, and LeadOne AI turns it into structured notes on the lead.
05Metrics to track
| Metric | Formula | What a low number suggests |
|---|---|---|
| Visit scheduling rate | Visits scheduled ÷ qualified leads | Weak phone pitch or poor qualification |
| Visit show-up rate | Visits completed ÷ visits scheduled | Weak confirmation process |
| Visit-to-token rate | Tokens ÷ visits completed | Site experience, pricing, or no ask |
| Token-to-booking rate | Bookings ÷ tokens | Hold terms, loan issues, family objections |
| Revisit rate | Second visits ÷ first visits | Interest level and family involvement |
Track these by sales manager and by source. If one manager converts visits at twice the rate of another on the same project, sit in on their visits.
06A one-page checklist
- Lead qualified on budget, configuration, timeline and loan plan
- Specific slot booked and confirmed twice
- Lead history read by the sales manager
- Three or four units shortlisted
- Visitor registered against the existing lead
- Discovery before presentation
- Location, master plan, sample flat, site, then units
- Cost sheet with all charges shown
- Possession date matches RERA registration
- Token asked for when interest is clear
- Hold recorded with expiry
- Thank-you message and notes within an hour
- Follow-up within two days
07Handling common objections at the site
Most visits surface the same handful of objections. Prepare answers with facts, and never manufacture urgency. Buyers compare notes, and a false 'only two units left' destroys trust.
| Objection | How to respond |
|---|---|
| The project next door is cheaper | Compare carpet area, loading, all-inclusive cost, possession date and the developer's delivery record, line by line |
| We will wait for prices to drop | Share the actual price revision plan if one exists; show the payment plan so the commitment feels manageable |
| Possession is too far away | Show construction progress, the RERA-registered completion date and the project page on the RERA website |
| We need to discuss with family | Offer a second visit with family, or a video walk-through, and send the cost sheet the same day |
| Not sure about loan eligibility | Connect the buyer with lenders that have approved the project and help with the eligibility check |
