How to Respond to Enquiries Like a Pro (and Book More Viewings)

Enquiries are where sales start. A quick, friendly response can be the difference between a booked viewing and a viewer moving on to the next listing.

The good news: you don't need to be "salesy". You just need to be prompt, clear, and helpful, and make it easy for the viewer to take the next step.

This guide shows you exactly what to say, when to follow up, and how to stay organised as messages come in.

Key takeaways

• Reply fast, even if it's just a quick holding message.
• Keep messages short, human, and focused on the next step.
• Offer 2 to 3 viewing slots to turn interest into action.
• Stay on-platform to keep everything tidy.

Respond quickly

Speed matters because buyers and tenants often message multiple properties at once. If you can reply within a few hours, you’re more likely to secure a viewing.

If you can’t answer properly right away, send a short “holding” message.

Example – holding reply

"Hi Sam, thanks for your message. I'm just tied up at the moment but I'll come back to you later today with the details."

Keep replies short, friendly, and easy to read

You don't need a long essay. Aim for a warm opener, a clear answer, and one simple question to keep things moving.

Example – booking a viewing

"Hi Sarah, thanks for your message. Yes, the property is still available. I can do Saturday at 11am or Sunday between 2pm and 5pm. Would either work for you?"

Example – asking about the area

“Hi Jack, thanks for getting in touch. It’s a quiet street with a Co-op nearby and the station is about 10 minutes away. Would you like to come and view it?”

Tip
Don’t oversell the area with claims you can’t prove (e.g., “best neighbours”, “always quiet”). Keep it factual and friendly.

Turn interest into viewings

Most enquiries should lead to a booked viewing.

A simple habit that works: always offer viewing options.

Example

“Happy to answer any other questions. If you’d like to see it in person, I’m free Tuesday at 6pm, Thursday morning, or Saturday around lunchtime.”

Keep it easy for them to agree

Offer 2 to 3 options, include the day and time, and ask a direct question: "Which suits you?"

Answer common questions confidently

Buyers and tenants can ask about parking, council tax band, what's included (appliances, blinds, shed, etc.), and other property details.

Most of this information should already be in your listing. When it is, you can answer quickly and confidently.

If you're asked something that's not in the listing or you're unsure about, don't guess. Use a safe response and follow up.

Example

"That's a good question. I don't want to guess, so I'll check and come back to you this evening."

Stay organised

Enquiries can pile up quickly. Staying organised helps you respond faster and follow up at the right time.

Virify helps by keeping conversations linked to the correct property, so you can see the full context in one place.

If they stop replying: follow up once

If someone goes silent, give it a couple of days, then send one polite follow-up.

Example – follow-up

“Hi, just checking if you’re still interested in arranging a viewing. No worries if not, just let me know.”

If they don’t respond after that, move on and focus on active buyers or tenants.

Watch for red flags

Most enquiries are genuine, but it’s smart to be cautious.

Be careful if someone wants to make an offer without viewing, pushes to take the conversation off-platform immediately, asks unusual personal questions, or sends vague messages that don't match the property.

Tip
If anything feels off, keep communication on Virify and don’t share personal details. If you’re ever unsure, it’s okay to stop responding.