1. Sales Training and Technology Management (from an Alaskan Perspective!) International Real Property Foundation PeggyAnn McConnochie E-mail: PeggyAnn@ACHConsulting.com ©2008 ACH Consulting

2. Schedule Learning your market Finding buyers and sellers Ethics and continuing education Technology

3. It is never too late to be successful!

4. LEARNING YOUR MARKET

5. Learning your market What you need to know What is for sale? How long do properties stay on the market? What is the relationship between asking price and selling price? What has the market been like over the last 5 years and how does it compare to this year? What you need to know What type of financing is available? What are the rates typically available? What is required for each type of financing? How long does it take to get a loan?

6. Getting more listings

7. Make direct dollar producing activities, such as listings, your first priority

8. Getting more listings The relationship between you and the owner

9. LISTING: Working for Sellers Finding Potential Sellers 1. Geographic farming 2. Divorce/marriage 3. Death/illness 4. For-sale-by-owners 5. Expired listings 6. Foreclosure notices 7. Neighbors of new listings 8. Out-of-town owners 9. Advertising for specific properties 10. Moving companies 11. “Furniture for sale” 12. Business transfers 13. Homebuilders 14. Social farming 15. Attorneys/bankers 16. Referrals

10. Getting more listings Where do you find people who want to sell? Active and Passive methods

11. Getting more listings Active Prospecting: ads in the paper, flyers in the grocery store, ads on the internet, signs on the property, etc

12. Getting more listings Active Farming: neighborhood or professions “Just Listed” or “Just Sold” flyers to the neighborhood,

13. Getting more listings Passive: Blogs Websites E-mail newsletters or links to a newsletter on your website Past customers and clients Groups or organizations of which you are a member

14. Getting more listings The important of questioning correctly…

15. Getting more listings How many homes have you bought and sold before? What was that selling experience like? When was it? Please, walk me though that process from beginning to end.

16. Getting more listings How did that work for you? (You want to know the goods and the bads!)

17. Getting more listings Do you know how it works in this market? (Explain concentrating on what they have told you about their past experiences. If they have never sold a home before, make sure that you go through the process, from beginning to end in a complete, but simplified format)

18. Getting more listings What do you want to accomplish in the sale of this property? (It is never just about the price!)

19. Getting more listings Pricing the property with integrity -- communication

20. Getting more listings Talk to your seller at the time you list the property about what the market is really like and the potential, if the property is not sold within the time frame that you discuss, that the price of the property will have to go down.

21. Getting more listings Encourage sellers to set realistic prices by getting them to look at their home from the buyer’s perspective

22. Getting more listings Preparing seller for the process and for offers -- communication

23. Getting more listings Getting the property ready to sell -- communication

24. Getting more listings Marketing the property -- communication

25. Marketing 1. Prepare brochure 2. Put sign in yard, fill brochure box 3. Enlist seller’s help in keeping brochure box full 4. Put key box on front door 5. Give office showing instructions 6. Create advertising: Internet, newspaper, flyers 7. Prepare Property Guide for inside home

26. Communicate with your seller…even when there’s “nothing” to say! 1. Tell the seller what you are doing to market the property 2. Collect feedback from showings, tell the seller 3. Contact seller at least once a week 4. Review feedback with seller monthly, discuss possible price change 5. Hold “open” houses

27. Following the accepted offer through closing – your responsibilities and your communication with the involved parties

28. Getting more listings Control your listings!

29. FINDING QUALIFIED BUYERS TO REPRESENT

30. Finding qualified buyers to represent The relationship between you and the buyer

31. SELLING: Working for Buyers Finding Potential Buyers 1. Your sellers! 2. If your sellers are not buying here, refer them to an agent to which they’re moving 3. Geographic farming 4. Social farming 5. Referrals from professionals, other agents, friends, relatives

32. SELLING: Working for Buyers Finding Potential Buyers 6. Your niche market 7. Home buying seminars 8. Your web site 9. Divorce/marriage 10. Expanding families 11. “Empty nesters” 12. Just promoted/fired 13. Hold open houses 14. “Opportunity time” 15. _______________

33. Finding qualified buyers to represent Where to find buyers: Active Passive

34. Active Prospecting: ads in the paper, flyers in the grocery store, ads on the internet, open houses, calling past customers and clients, etc

35. Active Farming: neighborhood or professions Use specific targeting to reach your prime buyers “Just listed” and “just sold” cards

36. Passive Blogs Websites E-mail newsletters or links to a newsletter on your website Past customers and client referrals Groups or organizations of which you are a member

37. Finding qualified buyers to represent Don’t be so anxious to get a prospect in your car or to meet them at the property!

38. Finding qualified buyers to represent The importance of proper questioning

39. Finding qualified buyers to represent Do you own a home now? Or, have you ever owned a home? If so how many?

40. Finding qualified buyers to represent If you have owned a home/s, what was the process like? (Ask them questions so you can understand it from beginning to the end)

41. Finding qualified buyers to represent How did that work for you? (You want to know the goods and the bads!)

42. Finding qualified buyers to represent Do you know how it works here? (Explain concentrating on what they have told you about their past experiences. If they have never owned a home before, make sure that you go through the process, from beginning to end in a complete, but in a simplified format)

43. Finding qualified buyers to represent Do you know what our current market is like? (Be through, but don't speak jargon!)

44. Finding qualified buyers to represent Helping buyers get qualified – with integrity

45. Finding qualified buyers to represent Preparing the buyer for the buying process and for making offers -- communication

46. Finding qualified buyers to represent Getting the buyer ready to buy; viewing properties, comparing properties -- communication

47. Finding qualified buyers to represent Communication is key

48. Finding qualified buyers to represent The offer process -- communication

49. Finding qualified buyers to represent Following the accepted offer through closing – your responsibilities and communication

50. Finding qualified buyers to represent Service after the sale -- communication

51. Selecting and previewing properties 1. Match buyers’ wants and needs with currently available properties 2. Preview matches 3. Make appointments to show “best” matches 4. Plan “tour” route

52. Showing properties Location Yard or property Interior

53. Let the property sell itself – do not add “fluff!”

54. Showing properties Information to take with you Disclosures Marketing information Financial information

55. Showing properties – buyer clients Play the “priority” game: keep focused on just 2-3 properties Compare pros/cons of properties Encourage note taking Encourage client opinions Ask probing questions Serve as a “sounding board” Listen carefully

56. Showing properties – buyer clients and handling their objections Always answer honestly “I don’t know but I’ll find out.” Restate objection as a question Correct misinformation Ask “why” questions carefully Watch for “buying” signals “Have I answered all your concerns or do you need more information?”

57. Showing properties – buyer clients and handling their objections 1. Listen 2. Listen 3. Listen 4. Listen 5. Listen 6. Listen 7. Listen 8. Listen 9. Listen 10. Listen

58. Writing and negotiating the contact

59. Essential elements of a contract 1. Competent parties 2. Timely acceptance 3. Unique legal description 4. Consideration 5. Mutual consent

60. Terms and provisions 1. Price 2. Possession 3. Personal property 4. Means of conveyance 5. Prorations of taxes & insurance 6. Closing costs 7. Contingencies 8. Property disclosures

61. Presenting the offer 1. Provide seller with a complete “picture” of the buyer 2. Present terms of offer 3. Explain contingencies and special conditions 4. Present buyer’s financial capability 5. Encourage acceptance 6. If seller is unwilling to accept offer as written, negotiate using counterproposals or samples

62. Due diligence and closing Coordinate with listing agent Prepare checklist of all steps & dates Maintain transaction file of all meetings, correspondence, documents, phone notes Assist your client with timely information, emotional support Communicate regularly Make sure all dates are met Schedule & participate in closing

63. Professionalism and following the law

64. What does it mean to be a “Professional” here? In US we mean a competent, ethical, and courteous agent.

65. Professionalism and following the law National Association of REALTORS® (NAR) Code of Ethics

66. Professionalism and following the law 1. It pays to do the right thing 2. Honest & ethical behavior bring rewards 3. The only answer to building a good, lasting reputation 4. Never let the pursuit of money determine your behavior 5. NAR’s Pathways to Professionalism: show respect to everyone!

67. Professionalism and following the law Understanding the habits of a successful REALTOR®………….

68. Professionalism and following the law 1. Product knowledge 2. Operational knowledge 3. Selling process

69. Professionalism and following the law Quality and frequency of communication

70. Professionalism and following the law You do not know everything Refer to experts!

71. Professionalism and following the law Follow up and follow through needs to become a habit

72. Professionalism and following the law Solve issues before they become a problem

73. Continuing education 1. List the topics you’d like to learn more about: _________________________ 2. Continuing education and training are critical to your success in real estate. 3. Sources 4. Designations 5. Have an education goal every year.

74. Delivering on the promise

75. Stick to the basics As influential as the internet is, real estate is still a relationship business

76. Delivering on the promise Decide what you really do: help people with lifestyle choices

77. Delivering on the promise Be prompt – it shows respect

78. Delivering on the promise Return calls and e-mails ASAP! (auto- responders)

79. Delivering on the promise Consider enrolling in a coaching program or finding a “mentor.”

80. Create clients for life! Perform with highest possible professionalism during transaction Call on client shortly after closing Keep in touch at least 4 times each year Establish yourself as their professional REALTOR® For their future real estate needs To refer friends/relatives/colleagues

81. Delivering on the promise Be honest and admit your mistakes a soon as they occur

82. Delivering on the promise Under promise and over deliver

83. Delivering on the promise Take personal time to avoid burn-out

84. Never forget anyone with whom you have worked!

85. Build long term relationships

86. TECHNOLOGY MANAGEMENT

87. You Personal Marketing Personal Contacts Referrals Traditional Marketing SignsAdvertisementsNewspaper Brochures and Flyers Internet Marketing Website – Company Website – AgentBlogs Property Websites You TubeBlogsReferral SitesZolve.com Social Networking Sites FacebookMy Space Professional Networking Sites LinkedIn.com

88. Organization Must have: Business cards Optional: Marketing CD: Personal Property Marketing Brochure: Personal Property

89. Organization Promotional: Company website Personal website Individual property websites for listings National / International Websites Blogs You Tube Videos or equivalent Social Networking site – optional (My Space or Facebook) Networking sites: www.Zolve.com and www.LinkedIn.comwww.Zolve.com www.LinkedIn.com

90. Organization Equipment needs: Laptop Printer Scanner Fax Cell phone PDA Combination Device (Smart Phone) Pager Signs / Riders Digital Camera Video Recorder Internet access

91. Organization Systems management

92. Organization Software: E-mail: MS Outlook or equivalent MS Office Suite or equivalent Word – word processor Excel – spreadsheet program Publisher – publication program PowerPoint – presentation program Access, optional – track and manage information and people

93. Organization Software: E-mail: Communication system between you and your clients and piers Manage communications between parties

94. Organization MS Office Suite or equivalent Word – write correspondence, Newsletters Excel – compile data, such as current or past clients or customers Publisher – produce professional looking flyers and brochures, Newsletters PowerPoint - put together professional presentations Access, optional – track customers and clients

95. Organization What to keep track of? Full name Contact information Date of first and subsequent contacts Type of contact (B, S, L, T) Notes

96. NAMECONTACT INFORMATION TYPEDATENOTES John DoeO) 907.586.3540 C) 907.723.8642 Buyer 24/1/8 5/2/8 Called for information on property for sale Met with John Mary BrennC) 907.586.4491Landlord 31/1/8 2/2/8 Called for information on PM Presented info Paul WhehlC) 907.723.5858Seller 10/2/8 11/2/8 Called to set up appointment Listed house Sue WrightO) 907.586.4412Buyer 3/12/6 7/2/8 Purchased house from me Called to check in with her

97. US Software Tracking Systems Microsoft Excel Microsoft Access ACT by Sage (www.ACT.com) Top Producer (www.TopProducer.com)

98. Websites Outsource the design Update often (weekly if not daily) Web 2.0 complaint Add video or podcasting where possible

101. Transaction Management www.SettlementRoom.com Relay Transaction Management: www.rebt.comwww.rebt.com www.SureClose.com

102. Final Thoughts Use your background to your advantage Get yourself organized! Take the time to ask questions and then listen to the answers then act on what you have learned! Choose to be different! Set yourself apart! Deliver on every promise you make!

103. Thank you! On behalf of the International Real Property Foundation

104. Contact Information PeggyAnn McConnochie ACH CONSULTING 3172 Pioneer Avenue Juneau, AK 99801-1962 E-mail: PeggyAnn@ACHConsulting.com PeggyAnn@ACHConsulting.com Website: www.ACHConsulting.comwww.ACHConsulting.com