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Setter script for handling 'is your company legitimate?' on the phone

When a seller asks "is your company legitimate?" your setter needs a calm, direct script that validates the seller's concern while establishing credibility. The goal is to provide enough information to reassure him or her without overwhelming him or her, then pivot back to his or her property and motivation.

October 26, 2026 · 5 min read

Validate the seller's concern without being defensive

The first step in handling the "is your company legitimate?" objection is to validate the seller's concern. Your setter should immediately acknowledge that it's a fair question. A good opening might be: "That's a completely fair question, and I appreciate you asking. There are a lot of companies out there, so it's smart to be cautious." This response shows empathy and understanding, immediately defusing any potential tension.

By validating his or her concern, you avoid sounding defensive, which can actually increase his or her suspicion. The goal is to create a safe space for him or her to ask questions, showing you have nothing to hide. This initial calm and understanding tone sets the stage for a more productive conversation.

Clearly state your role and company's purpose

After validating, your setter needs to clearly and concisely explain who he or she is and what your company does. He or she might say: "My name is [Setter's Name], and I'm with [Your Company Name]. We specialize in buying houses directly from homeowners for cash, in as-is condition, and on their timeline. We help people who need to sell quickly or just want a simple process without agents or repairs." If relevant, he or she can mention that you operate in a marketplace like Speed to Seller, which facilitates these transactions.

Keep this explanation brief and to the point. Avoid jargon or lengthy business descriptions. The seller just needs to understand your basic function and how it benefits him or her. The focus should always be on solving his or her problem with a straightforward process.

Explain how you got his or her number (briefly and compliantly)

Often, the legitimacy question is tied to how you obtained his or her contact information. Your setter should have a clear, simple answer ready: "You recently replied to a text message about selling your house, and I'm following up on that." This reminds him or her of his or her own action and explains the connection.

Avoid getting into details about lead sources, data vendors, or skip tracing processes. The seller just needs to know that his or her interaction initiated this call. This demonstrates that you are not randomly calling him or her, but rather responding to his or her indicated interest. This is not legal advice; consult with a legal professional regarding TCPA compliance.

Pivot back to the seller's property and motivation

Once you have addressed his or her legitimacy concerns and provided a brief explanation, pivot the conversation back to his or her property and motivation. Your setter might say: "Does that make sense? Great. So, regarding your property at [Property Address], what has you thinking about selling at this time?" This shifts the focus back to the information you need to qualify the lead.

This pivot is crucial because it moves the conversation forward from his or her initial objection to the core purpose of the call: understanding his or her needs. It also subtly reinforces that you are here to talk about his or her property, not to defend your company indefinitely.

Train setters on common follow-up questions

Sellers might have follow-up questions like, "How do you make money?" or "Why shouldn't I just use an agent?" Your setters need to be trained with clear, simple answers. For making money, he or she might say: "We buy houses for cash, often renovate them, and then sell or rent them. Our profit comes from the difference, just like any other business." For agents: "Agents list houses on the market, which can take time and involve commissions. We offer a direct, quick sale, often without repairs, which is a different solution for people who prioritize speed and convenience."

These responses should be practiced so they sound natural and confident, not rehearsed. The goal is to transparently explain your business model in a way that highlights the value proposition for the seller. This is not financial advice; consult with a financial professional.

Role-playing and feedback for continuous improvement

Regular role-playing sessions are essential for training setters on this objection. Simulate various scenarios where the seller expresses skepticism. Record these sessions and provide constructive feedback on tone, delivery, and adherence to the script. This helps setters build confidence and refine their responses in a low-stakes environment. Listen to actual call recordings where this objection arises and use them as training material.

Continuous feedback ensures that setters consistently deliver a professional and reassuring message. It also allows you to adapt the script based on real-world interactions and common seller nuances. The more comfortable and practiced your setters are, the more effectively they will handle these crucial moments.

What not to say: avoiding jargon and over-explaining

When addressing legitimacy, your setters should avoid legal or financial jargon. Do not delve into LLC structures, tax IDs, or complex investment strategies. The seller does not need a business school lecture; he or she needs reassurance. Over-explaining can make your company seem more complicated and less trustworthy, ironically increasing his or her suspicion.

Keep responses concise and focused on the seller's immediate concern. Your setter should not try to prove legitimacy by giving out sensitive company information. Simplicity, honesty, and a focus on how you can help him or her sell his or her house are far more effective than an overly detailed defense.

Questions people ask

Should my setter offer proof of funds on the first call?

No, it's too early for proof of funds on the initial call. That's typically provided later in the process once an offer is made and accepted. Your setter's role is to qualify the lead, not to close the deal or provide financial documents.

What if the seller asks for my company website?

Your setter can offer to send a link to your company's website or provide the main URL. He or she should assure the seller that the website provides more information about your process and team. This is a good sign of interest and a step toward building trust.

How does this differ from handling "who are you?"

The core is similar: identify yourself and your purpose. However, "is your company legitimate?" implies a deeper skepticism than a simple "who are you?" It requires a more direct acknowledgement of his or her underlying concern about trust and potential scams.

Can my setter mention our past deals to build trust?

No, it is best to avoid mentioning past deals or specific property transactions. Focus on your current process and how you can help this specific seller. You are not to share testimonials or specific results from other deals.