Where contacts arrive
Owners and prospects choose their Makler on GREM themselves. You find their requests under CRM > Inbox > Offers and requests, on three tabs:
- Owners: an owner has chosen you and offers you their property
- Search requests: search requests (Suchaufträge) from buyers and tenants in your region. A separate process applies here, see Search request and financing
- Requests for my properties: prospects who found your listing themselves. These requests are marked Free
You receive requests only with an active plan. Without a plan, owners and prospects do not see you on GREM.
What you see before accepting
The card shows only details that do not identify a person:
- Property type
- Postcode (PLZ)
- Price category (based on the price the owner stated)
- Contact price, net. On the Office and Network plans already with the discount
- Timer with the working time left for your reply
You see the name, phone number and e-mail only after accepting. The prices per category are in Plans and prices.
4 working hours to reply
You have 4 working hours to accept or decline. Working time is Monday to Friday from 8 to 20 and Saturday from 9 to 14. Outside these hours the timer is paused.
- Declining with a reason does not lower your rating. Reasons: Not my area, No capacity right now, Not my type of property, Other
- A late reply lowers your rating. The owner can then choose the next Makler
While the owner is waiting for your reply, they cannot send an offer to another Makler.
Accepting
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On the card, press Accept with the price, for example Accept · €590.00 net
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The Accept the contact window opens with this text:
You must contact the owner within 3 working days (Mon–Sat, excluding Sundays and the public holidays of your federal state) via GREM telephony or GREM chat. Without contact via GREM the contact counts as paid and is released to another Makler. The contact is assigned to you for up to 14 days.
Binding German text: «Sie müssen den Eigentümer innerhalb von 3 Werktagen (Mo–Sa, ohne Sonntage und Feiertage Ihres Bundeslandes) über GREM-Telefonie oder GREM-Chat kontaktieren. Ohne Kontakt über GREM gilt der Kontakt als bezahlt und wird an einen anderen Makler freigegeben. Der Kontakt ist bis zu 14 Tage Ihnen zugeordnet.»
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Tick the box Gelesen (read)
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Press Kostenpflichtig annehmen (accept for a fee)
By accepting you buy the contact. The price is fixed at that moment. The amount goes on the next monthly invoice; above the pay-on-invoice limit you pay by card, and the contact is then unlocked after payment. A repeat contact with the same owner is free.
After accepting: 3 working days and 14 days
The contact goes straight into the CRM: GREM creates the contact and a deal at the New contact stage. The deal shows two dates:
| Field | Meaning |
|---|---|
| Contact by | By this day you must reach the owner via GREM: 3 working days, Monday to Saturday, excluding Sundays and the public holidays of your federal state |
| Assigned until | Until this day the contact is assigned to you: up to 14 days |
This is how you confirm the contact:
- Call with Call via GREM. GREM calls you first and then the client. After the call the deal moves to the First contact stage
- Or write to the owner in GREM chat
The system does not see a call from your own phone. Without contact via GREM within 3 working days the contact counts as paid, it is released to another Makler, and a refund is excluded.
Other cases:
- The number does not exist or cannot be reached. The price of the contact is then refunded to you
- The owner ends the cooperation («We are not a good fit»). Their review counts towards your rating, the payment is not refunded
- The owner withdraws their consent. Do not process their data any further
Requests about your own listings
If a prospect asks about your listing on their own, or about the property of an owner who is assigned to you, it costs nothing. You already pay for the listing's place in your plan.
Rules for agencies
- One deadline for everyone. The reply deadline towards the owner is 4 working hours for the entire agency, not for each Makler separately
- Passing on within the agency. Requests to the agency (brand page, assigned search requests) that the Makler does not take up within the set time go to the other Makler of the agency. You set the time in working minutes under Pass on within the agency after (min), the default is 60 minutes. You find the setting in the agency routing rules
- Automatic assignment of search requests. The agency can distribute search requests to its Makler automatically. The assignment is free of charge. Payment is due only when the Makler accepts the contact
- Who may accept. Paid contacts can be accepted by the agency owner, the office manager and Makler, not by the assistant. The amount goes on the agency's invoice, within the spending limit the agency owner has set for the Makler
- Handing over a deal. The agency owner can hand an accepted contact over to another Makler. The Contact by and Assigned until deadlines do not start again