Ignite - Keller Williams Realtycdn-kwpc.kw.com/.../Ignite_Toolkit_v3.2_CN.pdf · Ignite skills to...

Igniteskills to spark a great career

Ignite ToolkitEverything 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

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - P-2 -

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 [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.

ADVANCE PREPARATION


Igni

te P

ower

Ses

sion

Tra

inin

g C

alen

dar

Mon

day

Tues

day

Wed

nesd

ayT

hurs

day

Frid

ay

1. R

ev U

p2.

Y

our

Dat

abas

e3.

O

pen

Hou

ses

4.

Pros

pect

ing

5.

Acc

ount

abili

ty

– C

heck

in o

n Yo

ur G

oals

and

Bi

g W

hy

6.

Prep

are

to W

ork

with

Buy

ers

7.

The

Buy

er

Con

sulta

tion

8.

Find

and

Sho

w

Hom

es9.

M

ake

and

Rec

eive

O

ffers

10.

Acc

ount

abili

ty –

C

heck

in o

n

Tim

e Bl

ocki

ng

Mar

ket

Cen

tre

Topi

csM

arke

t C

entr

e To

pics

11.

Neg

otia

te W

in-

Win

Agr

eem

ents

12.

Find

Sel

ler

Lead

s13

. A

ccou

ntab

ility

–

Che

ck in

on

the

4-1-

1

14.

Your

Pre

listin

g Pa

cket

and

Lis

ting

Con

sulta

tion

15.

Pric

e R

ight

and

Pr

esen

t You

r C

MA

16.

Mar

ket

and

Serv

ice

Your

Li

stin

gs

17.

Con

trac

t-to

-C

lose

and

Po

stcl

ose

Syst

ems

18.

Acc

ount

abili

ty –

C

heck

in o

n Yo

ur

Num

bers

and

W

hat’s

Nex

t

IGNITE POWER SESSION TRAINING CALENDAR


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

Your Daily 10/4

Four Habits

Daily G

oalR

esults/R

atingsW

ins and Opportunities

Build and Manage

Your Database

Add 10 people to your database.

ProspectC

onnect w

ith 10 people.

Follow U

pW

rite 10 notes.

Know Your M

arketPreview

10 homes/

week.R

ating: (

) Met the goals of 10

() Exceeded the goals of 10

(–) Didn’t quite m

eet the goals of 10

Your Milestones

Milestones

Results

Appointm

ents

Agreem

ents Signed

Contracts W

ritten

Contracts C

losed

Today’s D

ate: ________________________

Thought for Today: “H

uman beings, by changing the inner attitudes of their m

inds, can change the outer aspects of their lives.” – W

illiam Jam

es

MY SCHEDULE


6 A

M

7 A

M

8 A

M

9 A

M

10 A

M

11 A

M

Noo

n

1 PM

2 PM

3 PM

4 PM

5 PM

6 PM

7 PM

8 PM

9 PM

10 P

M

Your

Dai

ly 1

0/4

Four

Hab

itsD

aily

Goa

lR

esul

ts/

Rat

ings

Win

s an

d O

ppor

tuni

ties

Build

and

Man

age

Yo

ur D

atab

ase

Add

10

peop

le t

o yo

ur d

atab

ase.

Pros

pect

Con

nect

w

ith 1

0 pe

ople

.

Follo

w U

pW

rite

10 n

otes

.

Know

Your

Mar

ket

Prev

iew

10

hom

es/

wee

k. Rat

ing:

() M

et t

he g

oals

of 1

0(

) Exc

eede

d th

e go

als

of 1

0(–

) D

idn’

t qu

ite m

eet

the

goal

s of

10

Your

Mile

ston

es

Mile

ston

es

Res

ults

App

oint

men

ts

Agr

eem

ents

Sig

ned

Con

trac

ts W

ritte

n

Con

trac

ts C

lose

d

Toda

y’s

Dat

e: _

____

____

____

____

____

___

Tho

ught

for T

oday

: “If

you

can

drea

m it

, you

can

do

it. A

lway

s re

mem

ber

that

thi

s w

hole

thi

ng w

as s

tart

ed w

ith a

dre

am a

nd a

mou

se.”

– W

alt D

isney

MY SCHEDULE


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.

MY DATABASE PAGE 1

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - P-7 - MY DATABASE PAGE 2

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.


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.

DAILY 10/4


Name: Ignite Success Tracker Track Your Daily 10/4 Activities Month: Year:

Four Habits Daily Goals Mon. Tues. Wed. Thu. Fri. Sat. Sun.Weekly Totals

Week 1


10 People

Prospect 10 Connections

Follow Up 10 Notes

Know Your Market 10 Homes/Week

Week 2


10 People


Follow Up 10 Notes


Week 3


10 People


Follow Up 10 Notes


Week 4


10 People


Follow Up 10 Notes


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


Week 3

Appointments


Contracts Written


Week 4

Appointments


Contracts Written


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)

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

MY RESOURCES PAGE 2


Your Business ChecklistIn 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.

YOUR BUSINESS CHECKLIST

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - P-14 - GET READY TO PREVIEW HOMES

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?


Home Tour Checklist

Property Address:

Property Comments Exterior Comments

View Foundation

Lot Size Roof

Landscaping Architectural Style

Square Footage Deck Patio

Interior Comments Swimming Pool

Number of Bedrooms Garage

Number of BathroomsGeneral Exterior

Condition

Living Room Location Comments

Kitchen Convenience to Work

Dining Room Convenience to Shopping

Family Room Convenience to Schools

Study Convenience to Day-care

Fireplace(s)Nearby Recreational

Facilities

Openness of HomeGeneral Appearance of

Houses in the Area

General Interior Condition

House Value Relative to the Area

Basement Other

Additional Comments:

HOME TOUR CHECKLIST


Date ___________________

Call Sheet

Name and NumberReferral

Name and NumberResult 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.

CALL SHEET


YOU

R D

ATA

BA

SE: L

EAD

GEN

ERA

TIO

N F

OC

US

WHEN ACTION

As soon as you meet someone new

1. Get their contact information.

2. Add them to your database.

3. Follow up with a handwritten note.

4. Put them on a touch system.

5. Follow the touch schedule.

As soon as you get a referral

1. Thank the referral source and reward the action!

2. Get their contact information.

3. Add them to your database.

4. Call, classify, and qualify them.

5. Put them on a touch system.

6. Follow the touch schedule.

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

SELECT YOUR FARM


4-1-1 ACTION GOAL WORKSHEET

Name: MY ANNUAL GOALS YEAR of ________

Business Personal Financial Personal

MY MONTHLY GOALS MONTH of _________

Business Personal Financial Personal

MY WEEKLY GOALS

Dates: Dates: Dates: Dates:Business

Personal Financial

Personal

Business

Personal Financial

Personal

Business

Personal Financial

Personal

Business

Personal Financial

Personal

4-1-1 ACTION GOAL WORKSHEET


My Goals

A. GCIBy 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.

D x 2

F. AppointmentsAssuming that half of your appointments lead to agreements, you’ll need twice as many appointments.

E x 2

G.Appointments Each Week

Assuming you work 48 weeks out of the year, divide the total number of appointments by 48.

F / 48

MY GOALS


Conversion Rate CalculationYour Numbers:

Connections

(C)

Appointments

(A)

Conversion Rate

(A/C)Percentage

Week 1

Week 2

Week 3

Week 4

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.

PROBLEM-SOLVING GUIDELINES


Ways to CommunicateIn 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.

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 5 6 7 8 9 10

2. I was accessible when you contacted me. 1 2 3 4 5 6 7 8 9 10

3. I listened. 1 2 3 4 5 6 7 8 9 10

4. You are willing to recommend me to others. 1 2 3 4 5 6 7 8 9 10

5. You would use me again if you needed a real estate sales representative.

1 2 3 4 5 6 7 8 9 10

6. If you were in charge of my business, what’s one thing you’d change?

7. What did I do well?

8. May I include your comments in my marketing materials? Yes No

Thank you!

CLIENT SATISFACTION SURVEY

Buyer Tools

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - B-2 -

Buyer Lead SheetDate: ____________________

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? _______

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

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?

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?



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?


Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - B-7 - MY 10+ CUSTOMER SERVICE AGREEMENT FOR BUYERS

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.


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 your wants and needs.

1 2 3 4 5 6 7 8 9 10

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? ___________________

________________________________________________________________________

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? _______________________

________________________________________________________________________

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.

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?

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.

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?

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.

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 buyerAfter repairs and treatments are complete, before closing

Coordinate move-in datesWork 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

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 ________

• Inspection Deadline ________

• Inspection Response ________

• Closing Date ________

• Loan Application Deadline ________

• Loan Commitment Due ________

• Condo Status Cer tificate ________

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]

Seller Tools

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - S-2 -

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.

CHECKLIST FOR REVIEWING AN OFFER


Prelisting Lead SheetDate: ____________________

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


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

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?

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 _________.

PREQUALIFYING FORM PAGE 2


EXTERIOR

Stories: 1 2

Brick Sides: 1 2 3 4 Stone Sides: 1 2 3 4 Frame Sides: 1 2 3 4

Roof: Wood Composition Metal

Foundation: Slab Pier and Beam

Fence Type: Wood Chain Link None Wrought Iron Other _________

Lot Description: Normal Huge Corner Level Irregular Cul-de-sac

Tree Size: Small Medium Large

View: City Green Belt No View

Flood Plain: Yes No

Builder: ______________________

Features: Gutters Curb Pool Sidewalk Sprinkler Carport Hot Tub

Porch Deck Screened Porch Extended Patio Covered Patio

Garage Spaces: 1 2 2.5 3 3.5 4

Doors: Double Single Front Side Rear-Entry Door Opener How Many _______

Security System: Owned Leased

Community Amenities: Pool Park/Playground Lake Hike/Bike Trail Golf Course

Tennis Court Community Centre

UTILITIES

Heat: Central Gas Electric Heat Pump Zoned Other _____

A/C: Central Gas Electric Heat Pump Prg Tstat Zoned Other ___________

Water: City Well MUD Private Other _______ Water Softener System

Loop Only # Water Heaters ____

Sewer: City Septic MUD Other _________

Energy: Solar Screens Double Pane Windows

Home Evaluation Form

HOME EVALUATION FORM PAGE 1


INTERIOR

Formal Dining: Open Crown Chair Rail Laminate Tile Vinyl Wood Carpet

Breakfast Room: Open Bay Window Laminate Tile Vinyl Wood Carpet

Family Room: Carpet Tile Vinyl Wood Pergo Ceiling Fan Crown

Fireplace Gas Log Coffered Ceiling Vaulted Ceiling Built-Ins

Formal: Carpet Tile Vinyl Wood Pergo Ceiling Fan Crown

Fireplace Gas Log Coffered Vaulted Built-Ins

Gameroom: Carpet Tile Vinyl Wood Pergo Ceiling Fan Crown

Fireplace Gas Log Coffered Vaulted Built-Ins

Kitchen: Island Pantry Backsplash Open to Family Room Breakfast Bar Tile

Carpet Vinyl Laminate Other ___________

Countertops: Laminate Tile Corian-Type Granite Marble Quartz

Appliances: Dishwasher Disposal Microwave Vent Hood ( Exterior Recirculating)

Range Cooktop Free Standing Gas Electric Other ___________

Master: Carpet Tile Vinyl Wood Up Down Built-Ins Crown

Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area

BR #2: Carpet Tile Vinyl Wood Up Down Built-Ins Crown








Other Rooms: Office Other ______________

Label: MUD HOA Other

Disabled Access: Yes No

Utility Room: Inside Outside Built-Ins Sink Freezer Space Upstairs Downstairs

Dryer Connection: Gas Electric

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!

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

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.

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)?”

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.

COMMUNICATION CHECKLIST


Service Summary Checklist

Service You Provide Value to CustomerDone/

In Progress

Showing FeedbackShows 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 SurveyAt the end, have a simple survey ready and make it easy for them to answer.

Vendor PerformanceShow your sellers you are on top of service by asking for their feedback on any vendors you supply during the listing.

Personal Follow-UpGet in touch with sellers about 90 days after the sale; get a referral.

Touch ProgramKeep your past sellers on a 33 Touch program. Shows you value a long-term relationship with them during the time between moves.

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

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]

Buyer and Seller Tools

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - BS-2 -

The Contract-to-Close Flow Chart

ACCEPTANCE

WAIVED/FULFILLED/AMENDED

CONDITIONUNFULFILLED

REJECTION COUNTER OFFER(s)

REJECTION

OFFER

CONDITIONS

TITLE SEARCH(Lawyer)

CLOSING POSSESSION

ACCEPTANCE

THE CONTRACT-TO-CLOSE FLOW CHART


Contract-to-Close

IssuesHow Things Go Wrong Solutions

Inspections and Repairs

1. Surprise findings Preinspect to avoid surprises

2. Repor t is complex or confusing

Attend inspection with your client and other par ty

3. Costs and “who pays” Prenegotiate limits on inspection-related costs

4. Timetable for repairs Select and supervise preferred vendors

5. Doubt about worthiness

Prepare and reassure your client about how things will happen, and document work in invoices

Appraisals

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

Loan Approval

and Funding

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

12. Lender failure to approve

Reapply with corrections

13. Lender failure to fundMake 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)

CONTRACT-TO-CLOSE ISSUES PAGE 1

Contract-to-Close Issues


Contract-to-Close Issues

How Things Go Wrong Solutions

Other Contingencies

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 titleRead and understand preliminary title repor t

Co-Op Sales Representative

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

Deadlines

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

CONTRACT-TO-CLOSE ISSUES PAGE 2

Open House Tools

Ignite Toolkit – v3.2C © 2011 Keller Williams Realty, Inc. - OH-2 -

Name:

Property Address:

Date:

Ignite Open House Countdown Checklist3 DAYS BEFORE

� Confirm date/time of open house with listing sales representative

� Print a map of the neighbourhood surrounding the open house (5-km radius)

� Research sign-placement regulations (City, town, etc.)

� Order 10 helium balloons or flags

� Get 1 yard sign with rider

� Get 10 directional signs with riders

� Print 100 fliers (include map)

� Role-play your scripts with a partner

� 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

� Advertise the open house on Craigslist


� Compile information on “alternative” properties. Print 5 copies of each.

O 2-3 properties in a lower price range

O 2-3 properties in a higher price range

O 2-3 properties with one more bedroom

O 1 condominium

� Print 2 blank contracts (just in case you meet a motivated buyer)

� Put together a home book to display at open house

O Property photos

O Details of property

O Tax information

O Survey of lot

O Floor plans

O School information

O Community information

1 DAY BEFORE

� Assemble your showing kit

O Bottled water

O Notepads

O Flashlight

O Colouring books and crayons for kids

O Toilet paper

O Tape measure

O Level

O Paint, carpet, shingles samples

� Review floor plan of house and decide where you’ll set up your desk

� Print a guest register and write in 2 fake names


OPEN HOUSE COUNTDOWN CHECKLIST


Level 1

Sign in yard

Level 2

Sign in yard

with balloons and ryders

Level 3

Sign in yard with balloons

and ryders

Level 4


and ryders

Level 5


and ryders

Level 6


and ryders

Level 7

Sign inyard

Sign in yard withballoons

and riders


and riders


and riders


and riders


and riders


and riders

Sign inyard

Sign inyard

Sign inyard

Sign inyard

Sign inyard

Sign inyard

Directionalsigns with balloons

and riders


and riders


and riders


and riders


and riders

Fliers the week before,evites, and posted onwebsites




Go inviteneighbours

(100 minimum)

Go inviteneighbours

(100 minimum)

Go inviteneighbours

(100 minimum)

Get on the phone that morning and

remindeveryone

Get on the phone that morning and

remindeveryone

Hold fourother open houses in thearea in variousprice ranges

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Don’t Be a Stick in the Mud Taking Open Houses Beyond the Basics

Excerpt from SHIFT

TAKING OPEN HOUSES BEYOND THE BASICS


NAME: ____________________________________________ADDRESS: _____________________________________________________________________________________________________________________________________________PHONE: ___________________________________________ EMAIL: ___________________________________

Currently do you: own? rent?

When do you plan to buy a home? Now 1–3 Months 3–6 Months Other

How did you hear about this house? Friend Driving by Signs Other













VISITOR REGISTRATION FORM


Prepare for Your Open HouseIs 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 Interior

� 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.

� 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.

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 last-minute walkthrough before you leave.

Exterior Interior

� Mow the lawn.

� Ensure the driveway and walkways to the front door are clear and easy to navigate.

� Keep the driveway and curb in front of the home clear for visitor parking.

� Dust wood surfaces.

� Shine metal or glass surfaces.

� 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.

PREPARE FOR YOUR OPEN HOUSE PAGE 2

Ignite Correction and Suggestion Log

Instructor Name: ________________________________________________ Date: ________________

Market Center: _________________________________________________ Power Session #: _______

Content Type (instructor manual, student manual, job aid)

Page Number

Type of Correction (misspelling, wrong reference to resource, etc.)

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

Ignite - Keller Williams Realtycdn-kwpc.kw.com/.../Ignite_Toolkit_v3.2_CN.pdf · Ignite skills to...

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