* Delete this slide before presenting * *Preparation Notes* Make copies of the Real Estate Product Knowledge IQ. Enough for each Sales Associate who will be attending. It looks like this: * Delete this slide before presenting *

Weichert’s Customer Experience Continuing our Focus on the Point of Sale Knowing Your Inventory 2

Show of Hands . . . Who has purchased one or more of the following in the past six months? Apple iPad Cell Phone Laptop Computer Car Cable Service Etc.

Share Your Experience . . . Would anyone like to share their experience as a consumer who had questions about a product or service you purchased? As a consumer, what questions did you have about the product or the service? How did the sales person respond? What, if anything, did the sales person refer to in order to answer your questions? Were you happy with the sales person’s level of knowledge of the product or service?

Product and Service We’d all agree that sales people really need to know their product to sell it. How well do we know our product and service? Translating to our industry . . . It’s not possible to see every property in the market area. What do you do in these situations?

Purchasing an iPad . . . Imagine you’re a customer who wants to purchase an iPad. You call up to find out if/how you can upload photos from your iPhone to the iPad (one of the reasons you’re thinking about purchasing it). The Sales Person looks up the spec sheet on line to see how it’s done and reads off the computer screen to answer your question. How are you feeling about purchasing this product from this sales person?

How does this apply to real estate? Taking the iPad example, what parallels, if any, do you see in real estate? Remember the Brand X calls we made? How well do the associates know their product?

How well do you know your product? "Enthusiasm for the product or service comes from product knowledge. How can we develop enthusiasm for something about which we have little or no knowledge?" Zig Ziglar

We’re going to handout a “quiz” As you take this quiz, tell me if you think this covers everything you would hope a sales associate would do to make sure he or she is an inventory “expert.” What do YOU do? What are we missing here?

Let’s do a quick assessment of our Product Knowledge Take a few minutes and check off all the actions you take to learn the inventory. How many boxes did you check? Be honest! Hand out “Real Estate Product Knowledge IQ”

Test Your Product Knowledge IQ What would you recommend we add to this “IQ test”? How many boxes did you check? What, if anything, will you focus on doing so you can be even better at knowing your inventory?

Thank you for your participation! In the next few weeks, please share with me any successes you have in becoming an Inventory Expert. How has this helped you in working with your buyers? Thank you for your participation! 12