skills to spark a great career Ignite Toolkit

Transcription

Ignite
skills to spark a great career
Ignite Toolkit
Everything you need to set the world on fire.
Table of Contents
Productivity Tools......................................................... P-1
ADVANCE PREPARATION.............................................................P-2
IGNITE POWER SESSION TRAINING CALENDAR......................P-3
MY SCHEDULE. . .............................................................................P-4
MY DATABASE................................................................................P-6
DAILY 10/4.....................................................................................P-8
IGNITE SUCCESS TRACKER.........................................................P-9
MY RESOURCES...........................................................................P-11
YOUR BUSINESS CHECKLIST.....................................................P-13
GET READY TO PREVIEW HOMES.............................................P-14
HOME TOUR CHECKLIST..........................................................P-15
CALL SHEET................................................................................P-16
LEAD GENERATION FOCUS.......................................................P-17
SELECT YOUR FARM...................................................................P-18
4-1-1 ACTION GOAL WORKSHEET. ............................................P-19
MY GOALS....................................................................................P-20
CONVERSION RATE CALCULATION.........................................P-21
PROBLEM-SOLVING GUIDELINES.............................................P-22
WAYS TO COMMUNICATE..........................................................P-23
CLIENT SATISFACTION SURVEY. ...............................................P-24
Buyer Tools. .................................................................. B-1
BUYER LEAD SHEET.................................................................... B-2
BUYER CONSULTATION QUESTIONNAIRE............................... B-4
MY 10+ CUSTOMER SERVICE AGREEMENT FOR BUYERS........ B-7
BUYER 10+ EXPERIENCE QUESTIONNAIRE.............................. B-8
PREPARE TO SHOW HOMES CHECKLIST................................ B-10
CHECKLIST FOR PREPARING AN OFFER................................. B-11
CHECKLIST FOR WRITING AN OFFER..................................... B-12
THE FIVE MUST HAVES............................................................. B-13
MY EXPECTATIONS.................................................................... B-14
CONTRACT TO CLOSE CHECKLIST......................................... B-15
CLOSING PACKET INTRODUCTION LETTER FOR BUYERS. .. B-16
Seller Tools. ...................................................................S-1
CHECKLIST FOR REVIEWING AN OFFER. ...................................S-2
PRELISTING LEAD SHEET. ...........................................................S-3
PREQUALIFYING FORM................................................................S-5
HOME EVALUATION FORM.........................................................S-7
PRIORITIZING NEEDS..................................................................S-9
MY 10+ CUSTOMER SERVICE AGREEMENT FOR SELLERS. ..... S-10
LISTING CONSULTATION CHECKLIST..................................... S-11
PRICING STRATEGIES CHECKLIST........................................... S-12
COMMUNICATION CHECKLIST................................................ S-13
SERVICE SUMMARY CHECKLIST............................................... S-14
LISTING CONTRACT-TO-CLOSE CHECKLIST. .......................... S-15
CLOSING PACKET INTRODUCTION LETTER FOR SELLERS.. S-16
Buyer and Seller Tools.. ............................................... BS-1
THE CONTRACT-TO-CLOSE FLOW CHART............................. BS-2
CONTRACT-TO-CLOSE ISSUES................................................. BS-3
Open House Tools..................................................... OH-1
OPEN HOUSE COUNTDOWN CHECKLIST............................. OH-2
TAKING OPEN HOUSES BEYOND THE BASICS...................... OH-3
VISITOR REGISTRATION FORM.............................................. OH-4
PREPARE FOR YOUR OPEN HOUSE......................................... OH-5
Productivity Tools
Advance Preparation
Other Important Classes
Your participation in Ignite over the next four weeks will determine your success in achieving
your goal. To make the most of your experience, we suggest you take the following classes
before the start of any Power Session of Ignite.
Market Centre Orientation – You will receive a tour of the office and meet the people who
are available to help. You will receive your key and passwords and get signed up for eEdge,
your Keller Williams technology system.
Technology Orientation – You will learn about and get started with the technology system.
Productivity Coaching Orientation (if your Market Centre has a Productivity Coach) – You
will learn about the value of the coaching program that keeps you accountable to your goals.
Key Ingredients
You’ll need to acquire a few key ingredients for your business right away. If you don’t already
have the following, they are your first priority.
Complete KW Profile – 100 percent
Activate eEdge and eAgentC Website
Email Address – Keller Williams Realty provides you with an email in the form of firstname.
[email protected]. Use this or an email address you already have or create a new one on
another service provider.
URL (Internet domain name) – Choose a web address that is exclusively you. Keller
Williams Realty provides you with a URL in the form of x123456.yourkwagent.com or
firstnamelastname.kwrealty.com, both of which are editable. You may want to explore options
and purchase your URL on a domain website such as www.kwdomainstore.com or www.
godaddy.com. When you purchase a domain name, make it automatically renewable.
Business Cards – Get help from the sales representative services person in your Market
Centre. Generic designs with your name, phone number, email address, and website (that’s
why it is so important to lock these down) will work fine. You can work on a fancier design
when you order your next batch soon enough.
Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc.
- P-2 -
ADVANCE PREPARATION
- P-3 -
IGNITE POWER SESSION TRAINING CALENDAR
Market Centre Topics
15. Price Right and
Present Your
CMA
14. Your Prelisting
Packet and Listing
Consultation
7. The Buyer
Consultation
6. Prepare to Work
with Buyers
Market Centre Topics
2. Your Database
Tuesday
1.Rev Up
Monday
17. Contract-toClose and
Postclose Systems
12. Find Seller Leads
11. Negotiate WinWin Agreements
16. Market and
Service Your
Listings
9. Make and Receive
Offers
4. Prospecting
Thursday
8. Find and Show
Homes
3. Open Houses
Wednesday
Ignite Power Session Training Calendar
18. Accountability –
Check in on Your
Numbers and
What’s Next
Check in on the
4-1-1
Check in on
Time Blocking
5. Accountability
– Check in on
Your Goals and
Big Why
Friday
Add 10 people to
your database.
Milestones
Results
Your Milestones
(–) Didn’t quite meet the goals of 10
Results/
Wins and Opportunities
Ratings
Your Daily 10/4
Build and Manage
Your Database
Connect
with 10 people.
Daily Goal
Prospect
Rating:
Preview 10 homes/
week.
Write 10 notes.
Contracts Closed
Contracts Written
Agreements Signed
Appointments
() Met the goals of 10 () Exceeded the goals of 10
Know Your Market
Follow Up
Four Habits
Thought for Today: “Human beings, by changing the inner attitudes of their minds, can change the outer aspects of their lives.”
– William James
Today’s Date: ________________________
6 AM
7 AM
8 AM
9 AM
10 AM
11 AM
Noon
1 PM
2 PM
3 PM
4 PM
5 PM
6 PM
7 PM
8 PM
9 PM
10 PM
MY SCHEDULE
- P-4 -
- P-5 -
MY SCHEDULE
10 PM
9 PM
8 PM
7 PM
6 PM
5 PM
4 PM
3 PM
2 PM
1 PM
Noon
11 AM
10 AM
9 AM
8 AM
7 AM
6 AM
Rating:
Preview 10 homes/
week.
Write 10 notes.
Connect
with 10 people.
Add 10 people to
your database.
Daily Goal
Contracts Closed
Contracts Written
Agreements Signed
Appointments
(–) Didn’t quite meet the goals of 10
Results/
Wins and Opportunities
Ratings
Milestones
Results
Your Milestones
() Met the goals of 10 () Exceeded the goals of 10
Know Your Market
Follow Up
Prospect
Build and Manage
Your Database
Four Habits
Your Daily 10/4
Thought for Today: “If you can dream it, you can do it. Always remember that this whole thing was started with a dream and a mouse.”
– Walt Disney
Today’s Date: ________________________
My Database
Name
Phone
Email
Mailing Address
Social Media*
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
* If you are connected on social media with this person, indicate which social media outlet name:
FB (Facebook), LI (LinkedIn), T (Twitter), G+ (Google+), or others.
- P-6 -
MY DATABASE PAGE 1
My Database
Name
Phone
Email
Mailing Address
Social Media*
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
* If you are connected on social media with this person, indicate which social media outlet name:
FB (Facebook), LI (LinkedIn), T (Twitter), G+ (Google+), or others.
- P-7 -
MY DATABASE PAGE 2
Daily 10/4
Four Habits
Daily Goal
Build and Manage Your Database
Add 10 people to your database.
Prospect
Connect with 10 people.
Follow Up
Write 10 notes.
Know Your Market
Preview 10 homes/week.
- P-8 -
DAILY 10/4
Name:
Ignite Success Tracker
Track Your Daily 10/4 Activities
Month:
Four Habits
Year:
Daily Goals
Mon.
Tues.
Wed.
Thu.
Fri.
Sat.
Sun.
Weekly
Totals
Week 1
Build and Manage
Your Database
Prospect
Follow Up
Know Your Market
10 People
10 Connections
10 Notes
10 Homes/Week
Week 2
Build and Manage
Your Database
Prospect
Follow Up
Know Your Market
10 People
10 Connections
10 Notes
10 Homes/Week
Week 3
Build and Manage
Your Database
Prospect
Follow Up
Know Your Market
10 People
10 Connections
10 Notes
10 Homes/Week
Week 4
Build and Manage
Your Database
Prospect
Follow Up
Know Your Market
10 People
10 Connections
10 Notes
10 Homes/Week
- P-9 -
IGNITE SUCCESS TRACKER PAGE 1
Name:
Ignite Success Tracker
Track Your Milestones
Month:
Year:
Mon.
Tues.
Wed.
Thu.
Fri.
Sat.
Sun.
Weekly
Totals
Week 1
Appointments
Listing and Buyer Agreements
Contracts Written
Contracts Closed:
Listings and Buyers
Week 2
Appointments
Contracts Written
Contracts Closed:
Listings and Buyers
Week 3
Appointments
Contracts Written
Contracts Closed:
Listings and Buyers
Week 4
Appointments
Contracts Written
Contracts Closed:
Listings and Buyers
- P-10 -
IGNITE SUCCESS TRACKER PAGE 2
Market Centre Team
Name
Phone
Email
Ignite Instructors
Ignite Classmates
Productivity Coach
Team Leader
Assistant Team Leader
Associate Leadership
Council (ALC) Members
Market Centre
Administrator (MCA)
eEdge Ambassadors
Market Centre
Technology Coordinator
Allied Resources
Name
Phone
Email
Lenders (at least two)
Lawyer
Inspectors (at least two)
- P-11 -
MY RESOURCES PAGE 1
B2B Team
Name
Phone
Email
Lawyers
Cer tified Public
Accountants (CPAs)
Plumbers
Landscapers
Electricians
Carpenters
Foundation Experts
Security Companies
Exterminator
Painter
Roofer
Chimney Expert
House Cleaner
Stager
Window Cleaner
Pool Cleaner
- P-12 -
MY RESOURCES PAGE 2
Your Business Checklist
In order to get your business up and running today, you’ll want to gather the items on the
checklist below. The list includes essential, must-have items, as well as items that are nice to
have but not immediately necessary.

Right Away
Where to Find It
Email address
URL (domain name)
Business cards
eEdge account activated
Sales representative name tag
Note cards, envelopes (50–100)
Stamps
Open House signs (4–20)
Sign riders

As Your Business Grows
Where to Find It
For Sale signs
Lockboxes
*As your business grows, purchase these items over time.
- P-13 -
YOUR BUSINESS CHECKLIST
Get Ready to Preview Homes
This is part of your Daily 10/4 and the best way to study your market.
• Begin with vacant homes. If occupied, tell the seller they don’t have to clean it up or worry
about animals—you are just previewing and trying to learn about the market.
• Go with a group.
• Go to a builder community so you can learn the amenities.
• Look at your local board for property tours and attend them!
• While previewing, if you see any neighbours, ask them what they like about their
neighbourhood.
To find homes to preview
1. Check the MLS for homes you can preview on your way to or from the office.
2. From the MLS, print property information sheets for each home.
3. For each home, print a copy of the Home Tour Checklist (on the next page).
Once a home is found
1. Make the appointment.
2. Arrive on time.
3. Don’t linger—plan to spend no more than ten minutes at each property.
4. Lock up, turn off lights—leave the house the way you found it.
5. Pay attention to written instructions about pets.
6. Make thorough notes to use later.
7. Also note ... who would be the optimal/perfect buyer for this property?
- P-14 -
GET READY TO PREVIEW HOMES
Home Tour Checklist
Property Address:
Property
Comments
Exterior
View
Foundation
Lot Size
Roof
Landscaping
Architectural Style
Square Footage
Deck Patio
Interior
Comments
Swimming Pool
Number of Bedrooms
Garage
Number of Bathrooms
General Exterior
Condition
Living Room
Location
Kitchen
Convenience to Work
Dining Room
Convenience to Shopping
Family Room
Convenience to Schools
Study
Convenience to Day-care
Fireplace(s)
Nearby Recreational
Openness of Home
General Appearance of
General Interior
House Value Relative to
Basement
Other
Condition
Comments
Comments
Facilities
Houses in the Area
the Area
Additional Comments:
- P-15 -
HOME TOUR CHECKLIST
Date ___________________
Call Sheet
Name and Number
Referral
Name and Number
Result and
Follow-Up*
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
*For example, left message, no answer, added to next-day call list, etc.
- P-16 -
CALL SHEET
YOUR DATABASE: LEAD GENERATION FOCUS
WHEN
ACTION
1. Get their contact information.
2. Add them to your database.
As soon as
3. Follow up with a handwritten note.
you meet someone new
4. Put them on a touch system.
5. Follow the touch schedule.
1. Thank the referral source and
reward the action!
2. Get their contact information.
As soon as you get a
referral
3. Add them to your database.
4. Call, classify, and qualify them.
5. Put them on a touch system.
6. Follow the touch schedule.
- P-17 -
LEAD GENERATION FOCUS
Select Your Farm
Research and compare farm areas with these criteria.
Guidelines: 200 homes minimum; relatively high turnover rate; relatively low days on
market; convenience, to establish you personal presence in the area
Area 1
Area 2
1. Number of homes
2. Number of successful sales in the past twelve months
(volume)
3. Percentage turnover for the past twelve months (number of
successful sales ÷ number of homes x 100 = %)
4. Average sales price for the past twelve months
5. Average days on market for the past twelve months
6. Current number of homes listed today
7. Average days on market for homes listed today
8. Convenience for me
9. Quality of school district
10.Feels like a good fit to me
- P-18 -
SELECT YOUR FARM
4-1-1 ACTION GOAL WORKSHEET
Name:
MY ANNUAL GOALS
Business
YEAR of ________
Personal Financial
Personal
MY MONTHLY GOALS
MONTH of _________
Business
Personal Financial
Personal
MY WEEKLY GOALS
Dates:
Dates:
Dates:
Dates:
Business
Business
Business
Business
Personal Financial
Personal Financial
Personal Financial
Personal Financial
Personal
Personal
Personal
Personal
- P-19 -
4-1-1 ACTION GOAL WORKSHEET
My Goals
A. GCI
By this date, one year from now, how much GCI do you
want to earn?
B. Average
Sales Price
What is the average sales price in your area?
C. Average
Commission
Based on the average sales price, what
is the average commission you expect
to receive for each sale?
Average
commission
percentage x B
D. Closed
Contracts
Divide your (Gross Commission
Income) GCI goal by the average
commission to determine the number
of closed contracts you need to reach
your goal.
A/C
E. Signed
Agreements
Assuming that half of your agreements
lead to contracts, you’ll need twice as
many agreements.
Dx2
F. Appointments
Assuming that half of your
appointments lead to agreements, you’ll
need twice as many appointments.
Ex2
G.Appointments
Each Week
Assuming you work 48 weeks out of
the year, divide the total number of
appointments by 48.
F / 48
- P-20 -
MY GOALS
Conversion Rate Calculation
Your Numbers:
Connections
Appointments
Conversion Rate
(C)
(A)
(A/C)
Percentage
Week 1
Week 2
Week 3
Week 4
- P-21 -
CONVERSION RATE CALCULATION
Problem-Solving Guidelines
1. Focus on facts, not emotions—issues, not personalities.
2. Apologize for any error and validate their concern.
3. Own your statements personally—say “I,” not “we” or “they.”
4. Paraphrase the concern to make sure you have it right.
5. Ask multiple “whys” to get at the root cause of the issue.
6. Discuss a variety of possible solutions that speak to the root cause.
7. Once you have agreement on the solution, move fast to implement it.
8. Build any lessons learned into your business for the future.
- P-22 -
PROBLEM-SOLVING GUIDELINES
Ways to Communicate
In order to exceed your expectations and make this a smooth and successful closing, I’d like
to know your expectations of me and let you know what my expectations will be of you.
Name:_____________________________
Property: ______________________________
If you get my voicemail, please leave a message, letting me know the best time to reach you,
and I will respond promptly.
Your Communication Expectations
1. During the day, what is the best way to contact you?
 Phone (Work / Home / Cell) 
Email 
Text
Appropriate number or email address:
2. If I need to call you at work, what days/hours do you work?
3. If I have to get your signature, what is the best way to handle it?
 Online e-signature  Fax Come in to office
Fax number:
4. How often do you expect to hear from me?
 Only when there is news  Weekly  Other Explain: _____________________
My Expectations of You
1. Don’t hesitate to call if you have any questions or concerns.
If I don’t have the answer, I will find out or point you in the right direction to get it.
2. Timely return of phone calls, if any return information is required.
3. Timely return of all documents requiring signatures.
Please return this form immediately with any other requested paperwork in the envelope
provided.
- P-23 -
WAYS TO COMMUNICATE
Client Satisfaction Survey
To:
From:
We worked together on a project of utmost importance to you—the sale of your home. Please
help me serve you and your friends better by taking a few minutes to complete this survey. If
you wish to talk to me directly, don’t hesitate to call me at ________________________. For
your convenience, I am enclosing an addressed and stamped envelope.
Directions: Please rate your level of agreement
with these statements: 1 = Strongly Disagree,

10 = Strongly Agree.
1. I delivered on what I promised.
1
2
3
4
2. I was accessible when you contacted me.
1
2
3
4
3. I listened.
1
2
3
4
4. You are willing to recommend me to others.
1
2
3
4
5. You would use me again if you needed a real
1
2
3
4
estate sales representative.
6. If you were in charge of my business, what’s one thing you’d change?

5
5
5
5
6
6
6
6
7
7
7
7
8
8
8
8
9
9
9
9
10
10
10
10
5
6
7
8
9
10
7. What did I do well?
8. May I include your comments in my marketing materials?  Yes  No
Thank you!
- P-24 -
CLIENT SATISFACTION SURVEY
Buyer Tools
Buyer Lead Sheet
Date: ____________________
Lead Source/Property that prompted call: ____________________
CONTACT INFO
Name _______________________________________________________________________________________
Email _______________________________________________________________________________________
Street Address ________________________________
Children’s Names ______________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
Home Phone ________________________________
Cell Phone __________________________________
Work Phone ________________________________
Fax ________________________________________
What is the best way to get in touch with you?
What times are best?
Buyer Consultation Prequalification Questions
1. Has a sales representative taken you out and shown you any properties?  YES  NO If yes, how’s
that going?___________________________________________________________________________
2. Is there anybody else buying the home with you?________________________________________
3. Who will be living in your home? ____________________________________________________
4. How long have you been looking for a home? ___________________________________________
5. I’m just curious, why are you moving? __________________________________________________
6. Are you renting or do you own now?  RENT  OWN
Renter: Do you know when your lease is up?_______________
Owner: Do you need to sell your current home before you buy your next home?  YES  NO
If yes: Have you signed a listing agreement with a sales representative to sell your home?
 YES  NO
If no: When would be a good time for us to get together so I can give you a free market
analysis on your home?____________________________________________________
7. Are you going to be paying cash or will you be getting a mortgage for the purchase of your home?
 CASH  MORTGAGE
Mortgage: Have you already been preapproved by a lender?_______________
If yes: Who are you working with? _____________________________
What is the amount you are preapproved for? ___________________
What will your down payment be? ____________________________
If you want to recommend a lender. I have three trusted lenders who always provide top quality
service. They often help buyers save money either on a monthly basis or on initial costs. Would
you like their contact information? _______
- B-2 -
BUYER LEAD SHEET PAGE 1
8. What price range are you comfortable with? ____________________
9. Is there anyone else who will be involved in your home buying decision? ____________________
10. On a scale of 1 to 10 with 10 meaning you must buy a home as quickly as possible and 1 meaning you
are not sure you’ll really buy anything, how would you rate yourself? ______
Anything less than 10: What would it take for you to become a 10? ____________________
11. When do you need to be in your new home? ____________________
12. I’d love to help you buy a home. In order to help you find a perfect home, all we need to do is set an
appointment (with all of the decision makers), so I can help you get what you want in the time you want.
What is a better time for us to meet? (day)
at (time)
,
or (alternate day)
at (alternate time)
?
Appointment date and time: _______________________________________________
Other Information
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Information to Remain Confidential
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Behavioral Style: D I S C
- B-3 -
BUYER LEAD SHEET PAGE 2
Buyer Consultation Questionnaire
Lifestyle
1. Who will be living in the home you purchase?
2. Will anyone else be spending more than an occasional overnight stay (e.g., parents)?
3. Describe your lifestyle. What do you enjoy doing at home? (e.g., Do you do a lot of
entertaining? How do you spend your time in the evenings and on the weekends?)
4. Does your home need to accommodate any special needs?
5. Do you have any pets?
6. Do you have anything special that needs to be accommodated such as athletic
equipment, fine art, large furniture, or a large collection?
7. When people come to your home, what do you want your home to say about you?
8. Is there anything I should know about your lifestyle that I have not asked?
Location
1. Tell me about your ideal location.
2. What is your maximum commute time and distance?
3. What is your work address?
4. Are schools important?
5. Is there a particular view you are seeking (e.g., skyline, lake, mountains)?
6. What else is important about your location?
- B-4 -
BUYER CONSULTATION QUESTIONNAIRE PAGE 1
House – General
1. Do you have a preference for when the house was built?
2. Do you want a house in move-in condition or are you willing to do some work on it?
3. When people come to your home, what do you want your home to say about you?
4. Do you want to have a swimming pool or hot tub?
5. Are you looking for any structures such as a greenhouse or shed?
House – Structure/Exterior
1. What type of home are you looking for (e.g., single-family, condo, townhouse, etc.)?
2. Approximately what size house are you looking for (square footage)?
3. How many stories?
4. What size lot would you like?
5. What architectural styles do you prefer?
6. What type of exterior siding will you consider?
7. Do you want a porch or deck?
8. What are you looking for in terms of a garage (e.g., attached, carport, etc.)?
9. What other exterior features are important to you?
House – Interior
1. What kind of style do you want the interior of your home to have (e.g., formal,
casual, cozy, traditional, contemporary)?
2. What kind of floor plan do you prefer (e.g., open vs. walls between all living spaces)?
3. In general, what are your likes and dislikes for the interior of your home?
- B-5 -
Bedrooms
1. How many bedrooms do you need?
2. How will each of those rooms be used?
3. What are your preferences for the master bedroom?
Bathrooms
1. How many bathrooms do you need?
2. What are your needs for each of the bathrooms?
Kitchen
1. What features must your kitchen have (e.g., breakfast area, types of appliances, etc.)?
2. What finishes do you want (e.g., countertops, flooring, appliances, etc.)?
3. What are your likes and dislikes for the kitchen?
Dining Room
1. Would you like the dining room to be part of the kitchen configuration? What about
the living room?
2. What size dining room table do you have?
Living Room/Family Room
1. Describe your likes and dislikes.
2. Do you want a fireplace?
3. What size room(s) do you have in mind?
4. What other rooms do you need or want?
5. What else should I know about the inside of the house you are looking for?
- B-6 -
My 10+ Customer Service Agreement for Buyers

1. Provide you with 10+ customer service during the entire buying process.
2. Organize and schedule your home search process.
3. Discuss the benefits and drawbacks of each home in relation to your
specific needs.
4. Provide you with ongoing updates on available homes.
5. Help you to compare homes and make a decision.
6. Advise you on the terms and issues of the offer and fill out the purchase
order contract.
7. Present your offer and negotiate on your behalf.
8. Coordinate and supervise the preparation of all closing documents and
guide you through the closing process.
9. Help you resolve any closing issues.
10.Coordinate move-in and assist with any postclosing issues.
- B-7 -
MY 10+ CUSTOMER SERVICE AGREEMENT FOR BUYERS
Buyer 10+ Experience Questionnaire
1. Here’s a list of what you can expect from me. I want you to tell me how important
each of these items is to you. Let’s use a scale of 1–10, with 10 being “extremely
important” and 1 being “not necessary.”
I will always respect your time and will try to accommodate you.
1 2 3 4 5 6 7 8 9 10
I will respond to your phone call or emails as quickly as possible.
1 2 3 4 5 6 7 8 9 10
I will discuss the benefits and drawbacks of each home in relation to
your needs.
1 2 3 4 5 6 7 8 9 10
I will always be honest with you, even when I have information that
you may not want to hear.
1 2 3 4 5 6 7 8 9 10
I will search the MLS daily and inform you of all new homes that meet
1 2 3 4 5 6 7 8 9 10
your wants and needs.
I will help you compare homes and make a decision.
1 2 3 4 5 6 7 8 9 10
I will keep your information confidential.
1 2 3 4 5 6 7 8 9 10
I will provide you with a CMA on all the homes you’re interested in.
1 2 3 4 5 6 7 8 9 10
I will educate you on the contract and all of its terms.
1 2 3 4 5 6 7 8 9 10
I will always negotiate price and terms in your best interest.
1 2 3 4 5 6 7 8 9 10
I will coordinate and supervise the preparation of all closing
documents and guide you through the closing process.
1 2 3 4 5 6 7 8 9 10
I will refer you to proven professionals throughout the entire process. 1 2 3 4 5 6 7 8 9 10
2. Now that I’ve told you how I work, please tell me what else will make this a “10+
experience” for you. ______________________________________________________
Can you describe exactly what I need to do to accomplish that? __________________
________________________________________________________________________
Can you tell me what about that is important for you? __________________________
________________________________________________________________________
3. If we could add one more thing to make it a 10+, what would that be? _____________
________________________________________________________________________
Can you describe exactly what I need to do to accomplish that? ___________________
________________________________________________________________________
- B-8 -
BUYER 10+ EXPERIENCE QUESTIONNAIRE PAGE 1
_______________________________________________________________________
4. If we could add one more thing to make it a 10++, what would that be for you? _____
_______________________________________________________________________
Can you describe exactly what I need to do to accomplish that? __________________
________________________________________________________________________
_______________________________________________________________________
5. Have you ever worked with a sales representative or consultant before?
 No  Yes Tell me more:
______________________________________________
________________________________________________________________________
What did you like best about what this person did? ____________________________
_______________________________________________________________________
What didn’t you like? _____________________________________________________
_______________________________________________________________________
6. How does someone win with you?____________________________________________
_______________________________________________________________________
Anything else? __________________________________________________________
________________________________________________________________________
7. How does someone lose with you?____________________________________________
_______________________________________________________________________
Anything else? ___________________________________________________________
_______________________________________________________________________
8. When I advise you on your home purchase, on a scale from 1 to 10, with 1 being
indirect and 10 being absolutely direct, how do you want me to communicate with
you?
 10
 Less than 10. Can you tell me what you mean by that? _______________________
________________________________________________________________________
- B-9 -
BUYER 10+ EXPERIENCE QUESTIONNAIRE PAGE 2
Prepare to Show Homes Checklist
Set the home tour date with your buyers.
Time permitting, preview the homes and eliminate any that do not meet their criteria.
Determine which route to take, always showing the best homes first.
Call the sellers the day before the tour to schedule the show times, and rearrange your
route if necessary.
Arrange to meet with your buyers at your office or in front of the first home you will
be touring.
Determine the most efficient route to take.
Print out two detailed MLS information sheets for each property you plan to tour with
your buyer.
Place the MLS information sheets in the order you will tour the properties and include
a Home Tour sheet for each one so that the buyer can record their own comments.
Make one set for your buyer and one for yourself.
Make a copy of the Five Must-Haves sheet that was filled out during the Buyer
Consultation, and include it with the MLS and Home Tour sheets you will give to your
buyers.
- B-10 -
PREPARE TO SHOW HOMES CHECKLIST
Checklist for Preparing an Offer
Obtain the buyer’s preapproval letter from their lender. Your client’s offer will be more
attractive to the seller if a preapproval letter is submitted at the same time.
Ensure the property is still available before spending any time preparing an offer. Even
if your MLS indicates the listing is active, contact the listing sales representative to let
them know that your client is considering making an offer. If it’s off the market, let
your buyer know immediately and promptly begin the search for another home.
Produce a Comparative Market Analysis (CMA) to educate and inform your buyers.
A CMA is an analysis of comparable recent sales and pending conditional sales in the
neighbourhood. You’ll learn how to create a CMA in Power Session 15: Price Right and
Present Your CMA.
Contact the listing sales representative to build rapport and gather as much information
about the seller and the property as you can. As you learned in Power Session 6: Prepare
to Work with Buyers, knowledge is power!
{ { Find out how much the seller paid for the property and how much they still owe.
This is public information in most areas.
{ { Ask questions of the listing sales representative to discover what’s important to the
seller. Find out their time frame and motivation for moving. This allows you to
customize the buyer’s offer to address the seller’s most pressing needs.
{ { Inquire about the activity on the property, such as the number of showings and the
time-on-market.
{ { Obtain a Seller Property Information Statement, which provides details on any
physical and historical problems with the property of which the seller is aware.
{ { Find out if there are or have been other offers. If so, what is their status or why did
they fall through?
- B-11 -
CHECKLIST FOR PREPARING AN OFFER
Checklist for Writing an Offer
Price and Terms: Consult with your buyer to arrive at the most logical offering based on the
CMA. In the upcoming exercise, you’ll learn what to say when your client wants to make a low
offer.
Seller Property Information Statement: Review this statement with your client to find out if
there are any deal-breakers.
Fixtures and Chatels: Consider what items in the home will transfer to the buyer. Typically,
attached fixtures stay and movable items go with the seller. In some areas, the seller’s disclosure
will specify which items transfer. These items are often up for negotiation.
Deposit Money: Buyers make a deposit to the seller to show good faith in the transaction. This
deposit money is typically deposited in a trust account that is held by the listing brokerage.
Determine an amount that would be acceptable to both your buyer and the seller. In many
markets, 1 percent of the purchase price is normal. Check with your Team Leader about how
deposit money is handled.
Time for Seller Acceptance: Be sure to specify the time for acceptance.
Financing Terms: Make sure the financing terms would be agreeable to your buyer and the seller.
Buyer Preapproval Letter: Include this letter from the buyer’s lender when you submit the offer.
Loan Approval: Allow your buyer ample time to finalize their financing. Check with your Team
Leader for the average business days to be expected.
Closing Date: Make sure that the closing date will work for your buyer, their lender, and the
closing company. Tuesdays, Wednesdays, and Thursdays are the best days to close because they
are in the middle of the week; therefore, you have an extra business day before or after if needed
to complete the transaction.
Home Warranty: Review any home warranty considerations.
Repair Limits: Obtain the inspection report and focus on the items the buyer is most interested
in repairing. The only issue is likely to be whether you ask them to do the repairs before closing
or amend the purchase price in the amount of the repair. In the upcoming exercise, you’ll learn
what to say when your client wants the seller to make repairs.
Special Clauses or Contingencies: These are special conditions that must be met in order for
the contract to close, such as a satisfactory inspection report or the buyer obtaining funding.
Carefully write any special clauses or contingencies your buyer would like to include in the offer.
Cover Letter: Include a cover letter when you submit the offer.
- B-12 -
CHECKLIST FOR WRITING AN OFFER
The Five Must-Haves
1. What are the top five things your home needs to have?
(Note: You will also write these down in their buyer’s guide and use them during the
showing process.)
1) _____________________________________________
2) _____________________________________________
3) _____________________________________________
4) _____________________________________________
5) _____________________________________________
2. Beyond those five things, what is something else you really want to have?
3. If you could have something else, what would that be?
4. If you could have one last thing to make this your dream home, what would that be?
- B-13 -
THE FIVE MUST HAVES
My Expectations
What I Expect From All of My Clients
Done
Be honest in all things.
Be available to look at homes.
Let me know when you’re out of town.
If your wants, needs, or financial situation change, let
me know.
If you want to see new construction, call me before
you go into models, as there is a good chance that I
have either worked with the builder/developer before
and have toured or sold their homes before.
If you see a FSBO, call me first with the street name
and telephone number, as there’s a good chance I have
already toured the home.
If you see an ad, sign, or information on the Internet,
call me so I can provide you with a CMA.
Let me know if you plan to go to open houses so I can
help you if you see anything that you like.
Be as loyal to me as I am to you.
Refer me to your friends, family, or colleagues. Give
me their names and telephone numbers.
- B-14 -
MY EXPECTATIONS
Buyer Sales Representative Contract-to-Close Checklist
Task

When
Submit contract and earnest money to
title/escrow company
Date specified in contract
Deliver earnest money to listing sales
representative
At execution of contract
Schedule structural and termite
inspections. Arrange geological and
other inspections, if needed
As early as possible
Obtain loan approval in writing
As soon as possible
Negotiate for repairs and treatments
After inspections, use amendment
to request repairs and treatments.
If there is a contingency period,
this should be done before the
dates in the contract
Schedule survey (if necessary)
Within deadlines of contract
Schedule appraisal
(or ensure appraisal has been
scheduled)
Within ten days of loan
application
Schedule closing appointment, if
necessary
The week of closing
Final walk-through with buyer
After repairs and treatments are
complete, before closing
Coordinate move-in dates
Work with listing sales
representative to coordinate
dates
Confirm that loan will fund on time for
closing
Work with lender to determine
date
Have client review HUD-1 Settlement
Statement with closing or escrow sales
representative for accuracy
Prior to closing
Attend closing (required in some
states)
Closing date
Receive your payment
(from title/escrow company)
After closing and funding
- B-15 -
CONTRACT TO CLOSE CHECKLIST
Closing Packet Introduction Letter for Buyers
[Today’s date]
[Client’s name and address]
Dear Client:
Congratulations! Your offer was accepted! It requires a team effort to get to closing, so I have enclosed
an overview of what to expect between now and then. It is very important, so please review it
carefully.
Important Dates to Remember :
• Effective Date ________
• Loan Application Deadline
________
• Inspection Deadline
• Loan Commitment Due
________
• Condo Status Cer tificate
________
________
• Inspection Response ________
• Closing Date ________
Reaching a successful closing requires paying attention to an incredible number of details. The [closing
company] will work closely with you now to make sure all details are handled.
As always, my goal is to have a smooth closing process and to relieve you of any unnecessary stress.
Please feel free to contact me with any questions.
Sincerely,
[Your name]
Keller Williams Realty
[Your phone number]
[Your email address]
- B-16 -
Seller Tools
Checklist for Reviewing an Offer
Address: Be sure that the address is for the correct house!
Price: Check to see whether the offer falls in the range of the seller’s expectations.
Deposit Money: Make sure the deposit money amount specified is acceptable to the
seller.
Time for Acceptance: Aim for the shortest time possible, usually within 24 hours or
less. Be sure to get the offer signed by your sellers within the time limit.
Preapproval: Verify that the buyer is preapproved by a lender.
Loan Approval: Be sure to have a specific date for formal and final loan approval.
Closing and Possession Date: Make sure the closing date on the offer will work with
your seller’s schedule.
Home Warranty: Review any home warranty considerations.
Fixtures and Chatels: Go through the appliances and fixtures requested by the buyer
with the seller. Be sure all of them transfer.
Repairs: Review requested repairs with the seller.
Special Clauses or Contingencies: Carefully review any terms relating to closing costs,
requests, etc.
Mold Disclosure: Make sure the seller has completed these documents. Have the seller
sign or initial the documents where appropriate. Be sure to check that the buyer has
initialed and signed in the appropriate places as well.
- S-2 -
CHECKLIST FOR REVIEWING AN OFFER
Prelisting Lead Sheet
Date: ____________________
CONTACT INFO
Name _______________________________________________________________________________________
Email _______________________________________________________________________________________
Street Address ________________________________
Children’s Names ______________________________
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
Home Phone ________________________________
Cell Phone __________________________________
Work Phone ________________________________
Fax ________________________________________
What is the best way to get in touch with you?
What times are best?
(Check if appropriate)
READY
1. Your reason for selling _____________________________________________________________
2. Moving to ________________________________________________________________________
3. Already working with a buyer sales representative?  YES  NO
4. Time frame? _____________________________________________________________________
5. Corporate relocation assistance?  YES  NO
6. Considering FSBO?  YES  NO
7. Your motivation (circle one) 1 2 3 4 5 6 7 8 9 10
HOUSE
8. Could you tell me a little bit about your home? _______________________________________
________________________________________________________________________________
_______________________________________________________________________________
9. Square feet? ________
10.Bedrooms _________
11.Bathrooms _________
12. Type of house/stories
___________________
13.Owned _______ years
14.Updates to home _________________________________
_________________________________________________
15.Pool  YES  NO
16.Your assessment of home’s negatives _________________
_________________________________________________
17. Your assessment of home’s condition:
 excellent  good  fair  poor
- S-3 -
PRELISTING LEAD SHEET PAGE 1
ABLE
18.Your assessment of home’s value $ _____________________
19. You owe? $ _________________________
20. You want to net? $ ___________________________
WILLING
21.How did you hear about me? _____________________________________________________
22. Three things you want from a real estate sales representative:
a. _________________________
b. _________________________
c. _________________________
23. Interviewing other representatives? Who? ___________________________
SET THE APPOINTMENT
24.Sole owner of the home?  YES  NO
I’d like to set an appointment to meet with you for a complimentary consultation that will last
an hour to an hour and a half. I’ll take you through the home-selling process, I’ll learn about your
expectations and your goals, and I’ll give you the oppor tunity to learn about what I offer so I can
represent you.
Would __________ or _____________ be a better time for you?
Appointment Date:
Time:
Your Assessment
Personality type? ______________________________
Is it going to be a hard or an easy move?  Hard  Easy
Motivation level (check all that apply)  High  Medium  Low
Action:  Make an Appointment  Drip  Refer
- S-4 -
PRELISTING LEAD SHEET PAGE 2
Prequalifying Form
Seller(s) Name(s): _____________________________________________________________
Address: ________________________________ Phone: ______________________________
Appointment Date: ________ Time: _________ Location: ____________________________
1. Do you have about 5 minutes so I can ask you some very important questions before
I come out to meet you?
2. Once you meet with me and hear my great marketing plan, do you plan to list with
me at that time? If not, please tell me the perfect timeframe for you.
3. How did you hear about me?
4. Where are you moving to?
5. Why are you moving there?
6. How soon do you have to be there?
7. If we sell your home in the next 30 days, will that pose a problem for you? If “yes,”
what would the problem be?
8. What would happen if your home did not sell?
- S-5 -
PREQUALIFYING FORM PAGE 1
9. When I meet with you, how much will you want to list your home for?
10.Tell me, what’s the price you will not go below?
11.How much do you owe on the property?
12.Will you quickly describe your home for me?
13.How would you rate your home on a scale of 1–10
(10 being the highest)?
14.What would make it a 10?
15.I’ll be sending you a packet of information. Will you take
a few minutes to review it before we meet?
16.Do you have any questions before we meet?
17.Will all decision-makers be there when we meet?
18.Just so you know, our meeting will take between ______ and ____ minutes, OK?
19.I look forward to meeting with you on _________ at _________.
- S-6 -
PREQUALIFYING FORM PAGE 2
Home Evaluation Form
EXTERIOR
Stories:
1
Brick Sides:
Roof:
2
1
2
3
Wood
Composition
Foundation:
Slab
Fence Type:
Wood
Lot Description:
Tree Size:
2
3
Frame Sides:
4
1
2
3
4
Metal
Chain Link
Normal
None
Huge
Medium
City
Flood Plain:
1
Pier and Beam
Small
View:
Stone Sides:
4
Green Belt
Yes
Wrought Iron
Corner
Level
Other _________
Irregular
Cul-de-sac
Large
No View
No
Builder: ______________________
Features:
Gutters
Curb
Porch
Garage Spaces:
Doors:
Deck
1
Security System:
2.5
Single
Owned
Community Amenities:
Sprinkler
Extended Patio
3
3.5
Front
Side
Carport
Hot Tub
Covered Patio
4
Rear-Entry
Door Opener
How Many _______
Leased
Pool
Tennis Court
Sidewalk
Screened Porch
2
Double
Pool
Park/Playground
Lake
Hike/Bike Trail
Golf Course
Community Centre
UTILITIES
Heat:
A/C:
Water:
Central
Gas
Electric
Central
Gas
Electric
City
Well
MUD
Loop Only
Heat Pump
Heat Pump
Private
Zoned
Prg Tstat
Other _______
Other _____
Zoned
Other ___________
Water Softener System
# Water Heaters ____
Sewer:
City
Energy:
Solar Screens
Septic
MUD
Other _________
Double Pane Windows
- S-7 -
HOME EVALUATION FORM PAGE 1
INTERIOR
Formal Dining:
Open
Breakfast Room:
Crown
Open
Family Room:
Tile
Carpet
Tile
Gameroom:
Pantry
Carpet
Countertops:
Appliances:
Master:
Dishwasher
Carpet
Tile
WIC
Carpet
Tile
Ceiling Fan
BR #3:
Carpet
Tile
Ceiling Fan
BR #4:
Carpet
Tile
Tile
Ceiling Fan
Other Rooms:
Label:
MUD
Utility Room:
Yes
Inside
Dryer Connection:
Breakfast Bar
Marble
Electric
Down
Vaulted Ceiling
Up
Down
Vaulted Ceiling
Up
Down
Vaulted Ceiling
Up
Down
Vaulted Ceiling
Wood
Up
Coffered Ceiling
Tile
Down
Vaulted Ceiling
Quartz
Exterior
Recirculating)
Other ___________
Built-Ins
Crown
Sitting Area
Built-Ins
Crown
Sitting Area
Built-Ins
Crown
Sitting Area
Built-Ins
Crown
Sitting Area
Built-Ins
Crown
Sitting Area
Other ______________
Other
No
Outside
Gas
Up
Wood
Vinyl
HOA
Disabled Access:
Wood
Coffered Ceiling
WIC
Office
Gas
Wood
Vinyl
Crown
Built-Ins
Vent Hood (
Coffered Ceiling
WIC
Carpet
Microwave
Wood
Vinyl
Ceiling Fan
Granite
Coffered Ceiling
WIC
Ceiling Fan
BR #5:
Vinyl
Crown
Other ___________
Coffered Ceiling
WIC
Crown
Built-Ins
Ceiling Fan
Vaulted
Free Standing
Vinyl
Carpet
Built-Ins
Pergo
Corian-Type
Disposal
Cooktop
Ceiling Fan
BR #2:
Tile
Carpet
Wood
Ceiling Fan
Open to Family Room
Laminate
Laminate
Range
Wood
Backsplash
Vinyl
Pergo
Wood
Vinyl
Vaulted Ceiling
Vaulted
Coffered
Vinyl
Pergo
Wood
Vinyl
Gas Log
Island
Wood
Coffered
Tile
Fireplace
Kitchen:
Vinyl
Tile
Tile
Coffered Ceiling
Gas Log
Carpet
Laminate
Vinyl
Gas Log
Fireplace
Laminate
Bay Window
Carpet
Fireplace
Formal:
Chair Rail
Built-Ins
Sink
Freezer Space
Upstairs
Downstairs
Electric
- S-8 -
HOME EVALUATION FORM PAGE 2
Prioritizing Needs
Step 1
On a scale from 1–10, with 10 being very desirable and 1 being not desirable at all,
what ONE THING could happen to make the sale of your home a 10 for you?
What is important to you about (above answer)?
Step 2
What one thing could we add to make the sale a 10+ for you?
Step 3
If we could add just one other thing, thus making this sale a 10++ for you,
what would it be?
Your goal is to get the sellers focused and to find their most valued criteria!
- S-9 -
PRIORITIZING NEEDS
My 10+ Customer Service Agreement for Sellers

1. Provide you with 10+ customer service during the entire selling process,
including taking the time to understand your wants, needs, and expectations;
returning your calls and emails the same day; and being honest with you at all
times
2. Help you obtain the highest possible price for your house in the shortest
amount of time
3. Advise you on pricing and assist you with staging your home
4. Implement the Fourteen-Point Marketing Plan to market your house to as
many channels and key target groups as possible
5. Coordinate the home-showing process
6. Present all offers in person and advise you on the terms and contingencies
7. Negotiate offers on your behalf
8. Schedule and coordinate completion of contingencies and inspections
9. Monitor the buyer’s loan process
10.Coordinate and supervise the preparation of all closing documents and guide
you through the closing process
- S-10 -
MY 10+ CUSTOMER SERVICE AGREEMENT FOR SELLERS
Listing Consultation Checklist
Greet Sellers: Confirm you are here for the scheduled appointment and that the decision
makers are present. Enter.
Check on the Prelisting Packet: Check on whether sellers have looked at the prelisting
packet and whether they have completed seller paperwork.
Build Rapport: Use scripts provided to establish a friendly, professional, and trusting
relationship with sellers; this process will continue throughout the appointment.
Consult with Sellers: Be sure they know this appointment is about them and achieving
their goals and that it is meeting their most critical needs.
Evaluate the Home: Tour the home. Whether you tour with or without the sellers is your
choice. Your goal is to note any features that may impact pricing, note property condition,
and demonstrate to sellers you understand what their home offers.
Discover and Prioritize Needs: Use worksheets to walk through questions that establish
their top goals and needs from the sale, and to prioritize those needs with their agreement
about priority order. Take notes on the worksheets.
Present Your Value Proposition and Marketing Plan: Walk through the features of your
experience and service; show sellers how you will market their home to buyers and buyer
representative.
Check for Commitment: Be sure sellers have heard your key messages to this point and that
they are buying into your messages.
Present Your Price Recommendation: Present your CMA (pricing analysis) and your
recommended list price. Walk them through the steps you went through to arrive at your
conclusion.
Set Mutual Expectations: Review what sellers can expect from you—from the listing
agreement signing to the sale and closing—and what you need from them.
Handle Any Unresolved Questions or Objections: Check to be sure the sellers have no
unanswered questions. Tie up any loose ends on what will happen.
Close: Ask for their business and get their signatures on the listing agreement.
- S-11 -
LISTING CONSULTATION CHECKLIST
Pricing Strategies Checklist
Six Pricing Strategies
Yes
1. Know what sells – always evaluate for both competitive
price and marketable condition
2. Know what sellers can and can’t control – communicate
what does not matter in pricing (what they paid; what
they need; what they want; what their neighbour sold for ;
what another sales representative says it’s wor th; cost to
rebuild)
3. Understand the window of opportunity – be persuasive
about the impor tance of pricing right the first time, and
being in great condition, to capture peak interest in the
first few weeks on the market
4. Price to reflect market movement – price to reflect the
direction the market is moving and the speed of change
5. Price ahead of the market – price so your seller does
not get caught chasing the market down, or does not
miss their maximum oppor tunity in a rising market
6. Don’t be afraid to be brutally honest – ask, “do you
want me to tell you what you want to hear, or do you
want to hear the truth (about price and condition)?”
- S-12 -
PRICING STRATEGIES CHECKLIST
Communication Checklist
Communication Tips
I Do
1. Follow Preferences: Always ask and learn about your customer’s preferred
communication method and timing—is it phone, email, text message?
Twice a week?
2. Match Style: In person or on the phone, always seek to match their
communication style.
3. Always Update: Updates should happen even when there may be no new
information to share.
4. Be Prompt: Always respond as soon as possible, or on the expected
schedule.
5. Never Talk Down: Always communicate as a partner with your customer.
6. Keep a Log: Maintain a communication log in your eEdge database so you
are always reminded of what was said in the last contact.
7. Decision-Maker Focus: Always include all true decision-makers.
8. Great Attitude: Always be enthusiastic and positive.
- S-13 -
COMMUNICATION CHECKLIST
Service Summary Checklist
Service You Provide
Done/
In Progress
Value to Customer
Showing Feedback
Shows you are on top of things; may show
them why pricing or staging needs to improve.
IVR (Interactive Voice
Response) Feedback
Answer all calls promptly—they may be leads
for this or other proper ties; let sellers know
how many calls their proper ty is attracting.
Open House Feedback
Same as “Showing Feedback.”
Pricing Reviews
Shows you are a good fiduciary and are
committed to getting their home sold; keep
them current, whether the news is good or
bad.
Marketing Activity
Report
Again, shows you are doing what you said you
would do to find a buyer.
Service Survey
At the end, have a simple survey ready and
make it easy for them to answer.
Vendor Performance
Show your sellers you are on top of service by
asking for their feedback on any vendors you
supply during the listing.
Personal Follow-Up
Get in touch with sellers about 90 days after
the sale; get a referral.
Touch Program
Keep your past sellers on a 33 Touch program.
Shows you value a long-term relationship with
them during the time between moves.
- S-14 -
SERVICE SUMMARY CHECKLIST
Listing Sales Representative Contract-to-Close Checklist
Task

When
Upon conditional sale, receive
deposit cheque and obtain receipt
At execution of contract
Deliver deposit cheque to your
brokerage
Given to you by buyer’s sales
representative at execution of contract
Coordinate inspections
Buyer sales representative will most
likely schedule inspections, but you must
maintain regular contact with them to
ensure timings work for your seller
Receive written confirmation on
financing
Within conditional period
Negotiate repairs
After inspections, use an amendment to
request repairs. If there is a contingency
period, this should be done before the
dates in the contract.
Schedule/provide survey
(if necessary)
Within deadlines of contract
Schedule appraisal (or ensure
appraisal has been scheduled)
As soon as possible
Receive your payment
After closing and funding
- S-15 -
LISTING CONTRACT-TO-CLOSE CHECKLIST
Closing Packet Introduction Letter for Sellers
[Today’s date]
[Client’s name and address]
Dear Client:
Congratulations! Your home is conditionally sold! It requires a team effort to get to closing, so I have
enclosed an overview of what to expect between now and then. It is very important, so please review
it carefully.
Important Dates to Remember :
• Effective Date ________
• Closing Date ________
Maximum Out-of-Pocket Expenses:
• Repairs_______________
Reaching a successful closing requires paying attention to an incredible number of details. I will work
closely with you now to make sure all details are handled.
As always, my goal is to have a smooth closing process and to relieve you of any unnecessary stress.
Please feel free to contact me with any questions.
Sincerely,
[Your name]
Keller Williams Realty
[Your phone number]
[Your email address]
- S-16 -
Buyer and Seller Tools
The Contract-to-Close Flow Chart
OFFER
REJECTION
CONDITIONS
REJECTION
ACCEPTANCE
WAIVED/
FULFILLED/
AMENDED
CONDITION
UNFULFILLED
TITLE SEARCH
(Lawyer)
CLOSING
COUNTER
OFFER(s)
ACCEPTANCE
- BS-2 -
POSSESSION
THE CONTRACT-TO-CLOSE FLOW CHART
Contract-to-Close Issues
Contractto-Close
Issues
How Things Go Wrong
Solutions
1. Surprise findings
Preinspect to avoid surprises
2. Repor t is complex or
confusing
Attend inspection with your client and other
par ty
Inspections 3. Costs and “who pays” Prenegotiate limits on inspection-related costs
and Repairs
Appraisals
4. Timetable for repairs
Select and supervise preferred vendors
5. Doubt about
wor thiness
Prepare and reassure your client about how
things will happen, and document work in
invoices
6. Won’t suppor t price
Provide the appraiser with research
7. Won’t suppor t the
loan
Find additional buyer funds or funding (provide
seller financing option?)
8. Doesn’t match the
CMA
Appeal the appraisal
9. Application delays
Select loan originator and get preapproval
10.Documentation
problems
Assist buyer with paperwork
11.Buyer credit issues
Get credit counseling for buyer
Loan
12.Lender failure to
Approval
approve
and Funding
Reapply with corrections
13.Lender failure to fund
Make parallel loan applications (recommend
alternate lender)
14.Buyer credit changes
Give/Get a preclosing credit warning
15.Third-par ty approvals
Know who’s involved and communicate
(continued)
- BS-3 -
CONTRACT-TO-CLOSE ISSUES PAGE 1
Contract-toHow Things Go Wrong
Close Issues
Other
Contingencies
Co-Op Sales
Representative
Deadlines
Solutions
16.Sale of buyer’s home
Take a backup offer
17.Take a backup offer
Know who’s involved and communicate
18.Relocation/estate
approvals
Know players, steps, and timetable
19.Clouded title
Read and understand preliminary title
repor t
20.Bad advice or
communication
Always clarify messages and intentions
21.Inattention to detail
Own the process yourself and communicate
22.Poor vendor selection
Provide a vendor list and backup
23.Inspections and repairs
Confirm all appointments and progress
24.Closing date
Build in buyer and seller flexibility
25.Occupancy
Preset dates, limits, and penalties
- BS-4 -
CONTRACT-TO-CLOSE ISSUES PAGE 2
Open House Tools
Name:
Property Address:
Date:
Ignite Open House Countdown Checklist
3 DAYS BEFORE
Order 10 helium balloons or flags
Confirm date/time of open house with
listing sales representative
Get 1 yard sign with rider
Print a map of the neighbourhood
surrounding the open house (5-km radius)
Get 10 directional signs with riders
Research sign-placement regulations (City,
town, etc.)
Role-play your scripts with a partner
Print 100 fliers (include map)
Mark on map where you’ll place signs
2 DAYS BEFORE
Knock on 100 doors in neighbourhood to
invite neighbours; leave a flier at each door
Print 2 blank contracts (just in case
you meet a motivated buyer)
Put together a home book to display
at open house
Advertise the open house on Craigslist
OO Property photos
Compile information on “alternative”
properties. Print 5 copies of each.
OO Details of property
OO Tax information
OO 2-3 properties in a lower price range
OO Survey of lot
OO 2-3 properties in a higher price range
OO Floor plans
OO 2-3 properties with one more bedroom
OO 1 condominium
OO School information
OO Community information
1 DAY BEFORE
Assemble your showing kit
Review floor plan of house and
decide where you’ll set up your desk
OO Bottled water
Print a guest register and write in 2
fake names
OO Notepads
OO Flashlight
OO Colouring books and crayons for kids
OO Toilet paper
OO Tape measure
OO Level
OO Paint, carpet, shingles samples
- OH-2 -
OPEN HOUSE COUNTDOWN CHECKLIST
Don’t Be a Stick in the Mud
Taking Open Houses Beyond the Basics
Excerpt
from SHIFT
Level 1
Sign in
Sign
in yard
yard
Level 2
Sign in
yard
Sign in
+
Sign in yard
yard with
with balloons
balloons
and
ryders
and riders
Level 3
Sign in
yard
Sign in
+
Sign
yard
yardinwith
with balloons
balloons
and ryders
and riders
Directional
signs with
+ balloons
and riders
Level 4
Sign in
yard
Sign in
+
Sign
yard
yardinwith
with balloons
balloons
and ryders
and riders
+
Fliers the
Directional
week before,
signs with
balloons + evites, and
posted on
and riders
websites
Level 5
Sign in
yard
Sign in
+
Sign
yard
yardinwith
with balloons
balloons
and ryders
and riders
+
Fliers the
Directional
Go invite
week
before,
signs with
neighbours
evites, and
balloons +
(100
+
posted on
and riders
minimum)
websites
Level 6
Sign in
yard
+
Sign in
yard
Sign inwith
yard
with
balloons
balloons
and riders
ryders
and
+
Fliers the
Directional
Go invite
week
before,
signs with
neighbours
balloons + evites, and
(100
+
posted on
and riders
minimum)
websites
+
Get on the
phone that
morning and
remind
everyone
Level 7
Sign in
yard
+
Sign in
yard with
balloons
and riders
+
Fliers the
Directional
week
before,
signs with
evites, and
balloons +
posted on
and riders
websites
- OH-3 -
Go invite
neighbours
(100
+
minimum)
+
Get on the
phone that
morning and
remind
everyone
+
Hold four
other open
houses in the
area in various
price ranges
TAKING OPEN HOUSES BEYOND THE BASICS
NAME: ____________________________________________
ADDRESS: _________________________________________
__________________________________________________
__________________________________________________
PHONE: ___________________________________________
Currently do you:
own?
rent?
When do you plan to buy a home?
Now
How did you hear about this house?
Friend
1–3 Months
Driving by
NAME: ____________________________________________
ADDRESS: _________________________________________
__________________________________________________
__________________________________________________
PHONE: ___________________________________________
Currently do you:
own?
Now
Friend
1–3 Months
Driving by
NAME: ____________________________________________
ADDRESS: _________________________________________
__________________________________________________
__________________________________________________
PHONE: ___________________________________________
own?
Now
Friend
1–3 Months
Driving by
NAME: ____________________________________________
ADDRESS: _________________________________________
__________________________________________________
__________________________________________________
PHONE: ___________________________________________
own?
Signs
Other
Other
EMAIL: ___________________________________
3–6 Months
Signs
Other
Other
EMAIL: ___________________________________
rent?
Currently do you:
3–6 Months
rent?
Currently do you:
EMAIL: ___________________________________
3–6 Months
Signs
Other
Other
EMAIL: ___________________________________
rent?
Now
Friend
1–3 Months
Driving by
- OH-4 -
3–6 Months
Signs
Other
Other
VISITOR REGISTRATION FORM
Prepare for Your Open House
Is your house ready for showtime? To make a great first impression on potential buyers, start
by looking at your home—inside and outside—through the eyes of a buyer. In fact, for the
optimum open house experience, you should aim to appeal to all five of a buyer’s senses.
1-3 Days Before the Open House
Spend the day or two before the open house giving your home a thorough cleaning inside and
out. As a general rule, repair anything that is broken or remove it from sight. Also remove any
items you will not need until after your move—when it comes to showing your home, less is
more!
Exterior
Remove all yard clutter.
Prune bushes, remove weeds and
apply fresh mulch to garden beds.
Clean windows inside and out.
Ensure gutters and downspouts
are clean and firmly attached.
Clean your home’s exterior,
including the front door. Remove
any cobwebs or nests.
Tighten and clean all door handles.
Ensure the house number is
clearly visible.
Interior
Remove excessive wall hangings, furniture, and
knickknacks. Consider a temporary self-storage
unit.
Clean or paint walls and ceilings.
Shampoo carpets.
Clean and organize cabinets and closets.
Repair any plumbing leaks, including faucets and
drain traps.
Clean all light fixtures and ensure all light bulbs
are working.
Clean all light fixtures.
Eliminate the source of any unpleasant smells.
If you have pets, consider boarding them until
after the open house. Avoid cooking foods
with strong odors. Throw out the trash.
- OH-5 -
PREPARE FOR YOUR OPEN HOUSE PAGE 1
The Day of the Open House
You should plan to vacate your home during the open house; potential buyers often do not
feel comfortable exploring a home with the homeowner present. Give your house a lastminute walkthrough before you leave.
Exterior
Interior
Mow the lawn.
Dust wood surfaces.
Ensure the driveway and walkways
to the front door are clear and
easy to navigate.
Shine metal or glass surfaces.
Keep the driveway and curb in
front of the home clear for visitor
parking.
Let in the light—turn on lamps or open drapes
and shades.
Turn on soft music.
Dispose of any trash.
Lock up valuables or take them with you.
If weather permits, open the windows to let in
fresh air.
If rain or snow is predicted, place a doormat at
the entry for visitors to wipe their feet, and an
umbrella stand or can.
- OH-6 -
PREPARE FOR YOUR OPEN HOUSE PAGE 2
Ignite Correction and Suggestion Log
Instructor Name: ________________________________________________ Date: ________________
Market Center: _________________________________________________
Content Type
(instructor manual, student
manual, job aid)
Page
Type of Correction
(misspelling,
wrong reference to
Number
resource, etc.)
Power Session #: _______
Description of
Correction or Suggestion
Suggestions for this Power Session:
__________________________________________________________________________________________
Please send this completed form to KWU
email: [email protected], attn: KWU Ignite
fax: 512-328-1433
mail: 1221 South Mopac Expressway, Suite 400 Austin, TX 78746

skills to spark a great career Ignite Toolkit

Transcription

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