TOOLKIT. Copies of Checklists, Handouts, and Job Aids Referenced in Ignite

Transcription

1 TOOLKIT Copies of Checklists, Handouts, and Job Aids Referenced in Ignite

2 Table of Contents How to Use This Toolkit 5 Two Options 5 Tools from Ignite Power Session #1 - Ignite Your Business 6 Agreement of Expectations 7 Family/Significant Other Agreement 8 Track Your Daily 10/4 Activities 9 Track Your Milestones 10 Construction of Scripts 11 Tools from Ignite Power Session #2 Build Your Business 13 Get Ready to Preview Homes 14 Home Preview Checklist 15 Tools from Ignite Power Session #3 Find Your Business 16 Prospecting Call Sheet 17 Taking Open Houses Beyond the Basics 18 Open House Checklist 19 Tools from Ignite Power Power Session #4 Win The Seller 20 Home Tour Checklist 21 Prequalification Script 23 Listing Consultation Checklist 24 My 10+ Customer Service Agreement for Sellers 25 Prioritizing Needs 26 Tools from Ignite Power Session #5 Price to Sell 27 Pricing Strategies Checklist 28 Ways to Communicate 29 Tools from Ignite Power Session #6 Sell Your Listing 30 Communication Checklist 31 Prepare for Your Open House 32 Nine Staging Steps 34 Tools from Ignite Power Session #7 Win The Buyer 35 Buyer Lead Sheet 37 Buyer Consultation Questionnaire Keller Williams Realty, Inc. Ignite v4.1

3 Prepare to Show Homes Checklist 42 The Five Must-Haves 43 Tools from Ignite Power Session #9 Make and Receive Offers 44 Checklist for Preparing an Offer 45 Checklist for Writing an Offer 46 Checklist for Reviewing an Offer 47 Tools from Ignite Power Session #11 Close the Deal 49 Contract-to-Close Process U.S. 50 Buyer Agent Contract-to-Close Checklist U.S. 51 Listing Agent Contract-to-Close Checklist U.S. 52 Contract-to-Close Process Canada 53 Buyer Sales Representative Contract-to-Close Checklist Canada 54 Listing Sales Representative Contract-to-Close Checklist Canada 55 Letter for Buyers 56 Letter for Sellers 57 Client Satisfaction Survey 58 Tools from Ignite Power Session #12 Ignition Blast Off ACTION GOAL WORKSHEET 60 Conversion Rate Calculator 61 My Goals Keller Williams Realty, Inc. Ignite v4.1 3

4 How to Use This Toolkit This toolkit is a supplement to your twelve Ignite Power Sessions. The checklists, handouts, and job aids included here are referenced within the Ignite Power Sessions and are provided for your convenience to make copies and use in your day-to-day business. The toolkit items are arranged by Power Session. Note: there are no referenced tools for Power Sessions 8 and 10. Two Options 1. Download and print this entire toolkit and make copies of pages as needed. 2. Download and keep the toolkit file on your computer and print pages only as you need them Keller Williams Realty, Inc. Ignite v4.1

5 Tools from Ignite Power Session #1 - Ignite Your Business 2016 Keller Williams Realty, Inc. Ignite v4.1 5

6 Agreement of Expectations Congratulations on embarking on your Ignite journey! Choose to be as successful as possible and commit to the following covenants. Please read and initial each one and give the signed agreement to your Ignite Faculty (or designate). I commit to attending all Ignite sessions. I commit to adding to my database 200 (or more!) names and contact information as quickly as possible within 30 days of this dated agreement. I commit to lead generating (speaking with people about real estate) every day. I commit to making business calls during Ignite classes. I commit to completing my Mission for each Power Session of Ignite. I commit to being prepared for my customers by memorizing and using scripts/sales language. I commit to working on my Six Personal Perspectives. I commit to following a time-blocked calendar of activities throughout Ignite. I understand that I am developing success habits, and by agreeing to this covenant, I agree to take control of my own business success. I have discussed the commitment of this covenant with those in my life who will be affected and they understand and have agreed to support me. Capper in Training Signature Date Print Name Team Leader (or Designate) Signature Date MCA s Signature Date Market Center If it is to be, it is up to me! William H. Johnsen Keller Williams Realty, Inc. Ignite v4.1

7 Family/Significant Other Agreement Your loved one has chosen to build a business in real estate. This can provide your family an opportunity to build wealth and live the life you want to live. As with building any business, it will take commitment, time, and effort. Above all, it will also take your support. As your loved one begins this new endeavor, please take a moment to consider the statements below and discuss how you will support one another in this exciting time. Loved One: I understand the time and activity commitment that Ignite and a real estate business requires. I understand that in starting a real estate business the work day may extend into evenings and weekends. I understand the commitment and give my complete support. This may mean that I am doing more for a while caring for children, making meals, cleaning, etc. Capper in Training: I understand that my loved one(s) are supporting me so that I can succeed and I commit to do the activities required to be successful. I commit to communicating my schedule to my loved one(s) to better plan our time together. Family Member Signature Date Capper in Training Signature Date 2016 Keller Williams Realty, Inc. Ignite v4.1 7

8 Track Your Daily 10/4 Activities Month: Year: Week 1 Four Habits Daily Goals Mon. Tues. Wed. Thu. Fri. Sat. Sun. Weekly Totals 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 10 People Keller Williams Realty, Inc. Ignite v4.1

9 Prospect Follow Up Know Your Market 10 Connections 10 Notes 10 Homes/Week Track Your Milestones Month: Year: Week 1 Mon. Tues. Wed. Thu. Fri. Sat. Sun. Weekly Totals Appointments Listing and Buyer Agreements Contracts Written Contracts Closed: Listings and Buyers Week 2 Appointments Listing and Buyer Agreements Contracts Written Contracts Closed: Listings and Buyers Week 3 Appointments Listing and Buyer Agreements Contracts Written 2016 Keller Williams Realty, Inc. Ignite v4.1 9

10 Contracts Closed: Listings and Buyers Week 4 Appointments Listing and Buyer Agreements Contracts Written Contracts Closed: Listings and Buyers Construction of Scripts There is a science and design to scripts. The words and the way they are said makes a difference in sales. You can easily grab a person s attention or lose their interest in you very quickly. That s why it s important to learn how they are constructed and why. Section Introduction Value Statement Qualifying Questions Pain Points Build Interest Points Embedded Commands* Explanation Always introduce yourself and say the company you are with. To grab a person s attention and explain why they should spend the next 2 to 5 minutes speaking with you, share a value statement right at the beginning. Ask qualifying questions to ensure it makes sense for both parties to keep conversing. Share examples others have experienced so you can uncover their own pain points. Spark more interest before asking for a response. Embedded commands are commonly used in sales. The command to do something is expressed so it bypasses the conscious mind and avoids resistance. Additionally, they influence and encourage the person to take action. Embedded commands are short, simple phrases that begin with a verb: call me, meet with me, sign here, hire me Keller Williams Realty, Inc. Ignite v4.1

11 Close In every conversation, your goal is to ask the person to do something: set an appointment, give a referral, download your app, etc. This is a close. Never end a conversation without asking for the thing you want them to do. * Learn more about embedded commands in another course offered by the KW MAPS Coaching division called BOLD. Ask your Team Leader when BOLD will be offered in your area Keller Williams Realty, Inc. Ignite v4.1 11

12 Understand Scripts Based on the definitions of the sections of a script, identify the sections in the following lead generation script Keller Williams Realty, Inc. Ignite v4.1

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14 Tools from Ignite Power Session #2 Build Your Business Keller Williams Realty, Inc. Ignite v4.1

15 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 neighbors, ask them what they like about their neighborhood. 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? 2016 Keller Williams Realty, Inc. Ignite v4.1 15

16 Property Address: Property Comments Exterior Comments View Foundation Lot Size Roof Landscaping Architectural Style Square Footage Deck Patio Interior Comments Swimming Pool Number of Garage Bedrooms Number of Bathrooms General 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 Keller Williams Realty, Inc. Ignite v4.1

17 Openness of Home General Appearance of Houses in the Area General Interior Condition Basement House Value Relative to the Area Other Additional Comments: Tools from Ignite Power Session #3 Find Your Business 2016 Keller Williams Realty, Inc. Ignite v4.1 17

18 Call Sheet Date Name and Number Referral Name and Number Result and Follow-Up* Keller Williams Realty, Inc. Ignite v4.1

19 Taking Open Houses Beyond the Basics Open houses put you in the path of opportunity the business opportunity to meet people, add to your database, and set appointments. Some agents just stick a sign in the yard and call it lead generation. The truly successful agents, who form relationships and capture leads from open houses, go six steps beyond this and call it lead generation. This model of success is called the 7 th Level Open House, taken from SHIFT How Top Real Estate Agents Tackle Tough Times. Which agent are you going to be? 2016 Keller Williams Realty, Inc. Ignite v4.1 19

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21 Tools from Ignite Power Power Session #4 Win The Seller 2016 Keller Williams Realty, Inc. Ignite v4.1 21

22 EXTERIOR Stories: 1 2 Other Brick Sides: Stone Sides: Frame Sides: Roof: Wood Composition Metal Tile Other Foundation: Slab Pier and Beam Other Fence Type: Wood Chain Link Iron None Other Lot Description: Normal Large/Huge Corner Level Irregular Other Yard Amenities: Outdoor Living Pool Alley Access Other Tree Size: Small Medium Large None Other View: City Greenbelt None Other Flood Plain: Yes No Builder: Features: Gutters Curb Sidewalk Sprinklers Carport Hot Tub Porch Deck Covered Patio Out Buildings Other Garage Spaces: Other Doors: Double Single Front Side Rear Openers Other Security System: Owned Leased None Other Community Amenities: Pool Park/Playground Lake Hike/Bike Trail Golf Course Tennis Courts Community Center Community Gardens Other UTILITIES Heat: Central Gas Electric Heat Pump Zoned Other A/C: Central Gas Electric Heat Pump Evaporative Prog. Thermo. Other Water: City Well MUD Private # Water Heaters Other Sewer: City Septic MUD Other Energy: Solar Double Pane Windows Water Collection Extra Insulation Other Keller Williams Realty, Inc. Ignite v4.1

23 INTERIOR Formal Living: Carpet Tile Vinyl Wood Laminate Ceiling Fan Fireplace Coffered Ceiling Vaulted Ceiling Built-ins Molding Vaulted Ceiling Other Formal Dining: Open Carpet Tile Vinyl Wood Laminate Molding Other Breakfast Room: Open Carpet Tile Vinyl Wood Laminate Other Family Room: Carpet Tile Vinyl Wood Laminate Ceiling Fan Fireplace Coffered Ceiling Vaulted Ceiling Built-ins Molding Vaulted Ceiling Other Game Room: Carpet Tile Vinyl Wood Laminate Ceiling Fan Fireplace Coffered Ceiling Vaulted Ceiling Built-ins Molding Vaulted Ceiling Other Kitchen: Carpet Tile Vinyl Wood Laminate Open Breakfast Bar Island Pantry Built-in Workstation Other Countertops: Tile Wood Laminate Stone Manufactured Other Appliances: Dishwasher Disposal Microwave Vent Hood Range Cooktop Free-standing Gas Electric High-end/Chef Other Master: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Bedroom #1: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Bedroom #2: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Bedroom #3: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Bedroom #4: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Bedroom #5: Carpet Tile Vinyl Wood Laminate Wood Up Down Built-ins Molding Ceiling Fan WIC Coffered Ceiling Vaulted Ceiling Sitting Area Other Other Rooms: Office Home Theater Gym Other Disabled Access: Yes No Utility Room: Inside Outside Built-ins Sink Freezer Space Upstairs Downstairs Dryer Connection: Gas Electric OTHER Year Built: Historical Features: Association: MUD HOA Other 2016 Keller Williams Realty, Inc. Ignite v4.1 23

24 Prequalification Script Seller(s) Name(s): Address: Phone: Appointment Date: Time: Location: Do you have about 5 minutes so I can ask you some very important questions before I come out to meet you? 3. How did you hear about me? 4. Where are you moving? 5. What s motivating you to move 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? 9. How much do you want to list your home for? 10. How much do you owe on the property? I ll be sending you a packet of information. Will you take a few minutes to review it before we meet? 11. Do you have any questions before we meet? 12. Will all decision-makers be there when we meet? Just so you know, our meeting will take between and minutes, OK? I look forward to meeting with you on at Keller Williams Realty, Inc. Ignite v4.1

25 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 agents. 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 2016 Keller Williams Realty, Inc. Ignite v4.1 25

26 unanswered questions. Tie up any loose ends on what will happen. Close: Ask for their business and get their signatures on the listing agreement. My 10+ Customer Service Agreement for Sellers 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 s 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 Keller Williams Realty, Inc. Ignite v4.1

27 10. Coordinate and supervise the preparation of all closing documents and guide you through the closing process 2016 Keller Williams Realty, Inc. Ignite v4.1 27

28 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? What is important to you about (above answer)? Step 3 If we could add just one other thing, thus making this sale a 10++ for you, what would it be? What is important to you about (above answer)? Keller Williams Realty, Inc. Ignite v4.1

29 Your goal is to get the sellers focused and to find their most valued criteria! 2016 Keller Williams Realty, Inc. Ignite v4.1 29

30 Tools from Ignite Power Session #5 Price to Sell Keller Williams Realty, Inc. Ignite v4.1

31 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 neighbor sold for; what another agent says it s worth; cost to rebuild) 3. Understand the window of opportunity be persuasive about the importance 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 opportunity 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)? 2016 Keller Williams Realty, Inc. Ignite v4.1 31

32 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 voic , 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) Text Appropriate number or 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 Keller Williams Realty, Inc. Ignite v4.1

33 Please return this form immediately with any other requested paperwork Keller Williams Realty, Inc. Ignite v4.1 33

34 Tools from Ignite Power Session #6 Sell Your Listing Keller Williams Realty, Inc. Ignite v4.1

35 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, , 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 Keller Williams Realty, Inc. Ignite v4.1 35

36 Prepare for Your Open House Is your house ready for show time? 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 Keller Williams Realty, Inc. Ignite v4.1

37 cooking foods with strong odors. Throw out the trash Keller Williams Realty, Inc. Ignite v4.1 37

38 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 Mow the lawn. Interior Dust wood surfaces. 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. 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 Keller Williams Realty, Inc. Ignite v4.1

39 Nine Staging Steps 1. Checklist : Provide a checklist: provide the sellers with your Preparing Your Home for Sale checklist. 13. Spotless : Stay spotless: make sure the entire house is immaculately clean and stays that way. 14. Mood : Create a mood: appeal to all senses, make the house warm and inviting. 15. Spacious : Make the house seem more spacious: eliminate clutter in garages, closets, cabinets, and on bookshelves and countertops. 16. Inviting : Make the front entry/doorway inviting: look for improvements that will create a positive first impression of the property. 17. Model Home : Make the house feel like a model home: remove personal effects, pack up personal pictures, drawings, etc. Your goal is have buyers picturing themselves in their new home. 18. Light : Ensure there is a lot of light: replace lightbulbs with the highest and safest wattage and keep blinds and curtains open. 19. Curb Appeal : Create curb appeal: keep the lawn mowed, hedges trimmed, and beds weeded at all times. Improving the landscaping is one of the most inexpensive ways to dramatically improve the appeal of a home. 20. Influence Buyers : Pay special attention to the areas of the home that will influence buyers the most: use the NAR statistics regarding home staging as to where to focus your efforts Keller Williams Realty, Inc. Ignite v4.1 39

40 Tools from Ignite Power Session #7 Win The Buyer Keller Williams Realty, Inc. Ignite v4.1

41 Buyer Lead Sheet Date: Lead Source/Property that prompted call: Buyer Consultation Prequalification Questions 1. Has an agent 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? 2016 Keller Williams Realty, Inc. Ignite v4.1 41

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43 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 real estate agent 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? _ 2016 Keller Williams Realty, Inc. Ignite v4.1 43

44 If you want to recommend a lender. I have three trusted lenders who always provide top quality service. Would you like their contact information? 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? Appointment date and time: _ Buyer Consultation Questionnaire Lifestyle Example 1. Who will be living in the home you purchase? 22. Will anyone else be spending more than an occasional overnight stay (e.g., parents)? Keller Williams Realty, Inc. Ignite v4.1

45 23. 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?) 24. Does your home need to accommodate any special needs? 25. Do you have any pets? 26. Do you have anything special that needs to be accommodated such as athletic equipment, fine art, large furniture, or a large collection? 27. When people come to your home, what do you want your home to say about you? 28. 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? 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? 2016 Keller Williams Realty, Inc. Ignite v4.1 45

46 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? Keller Williams Realty, Inc. Ignite v4.1

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48 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? Keller Williams Realty, Inc. Ignite v4.1

49 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. 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 checklist 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 checklists you will give to your buyers Keller Williams Realty, Inc. Ignite v4.1 49

50 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.) 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? Keller Williams Realty, Inc. Ignite v4.1

51 Tools from Ignite Power Session #9 Make and Receive Offers 2016 Keller Williams Realty, Inc. Ignite v4.1 51

52 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. Produce a Comparative Market Analysis (CMA) to educate and inform your buyers. Review the tax records for information about pricing history. 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 agent 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. When speaking with the listing agent build rapport and gather as much information about the seller and the property as you can. Ask questions of the listing agent 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 other offers. Obtain a Seller s Disclosure Statement, which provides details on any physical 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? Keller Williams Realty, Inc. Ignite v4.1

53 Checklist for Writing an Offer Price and Terms: Consult with your buyer to arrive at the most logical offering based on the CMA and items below. Seller s Disclosure: Review this statement with your client to find out if there are any deal breakers. Conveyances: Consider what items in the home will transfer or convey 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 convey. These items are often up for negotiation. Earnest Money: Buyers make a deposit to the seller to show good faith in the transaction. This earnest money is typically deposited in an escrow account that is jointly held on the behalf of the buyer and seller. Determine an amount that would be acceptable to both your buyer and the seller. In many markets, 2 3 percent of the purchase price is normal. Check with your Team Leader about how earnest money is handled. Do the same for option money (if applicable). 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: Focus on the items the buyer is most interested in repairing. Bear in mind that law regulates how much money the seller can give to the buyer. Explain the limits to your buyer. 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 Keller Williams Realty, Inc. Ignite v4.1 53

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55 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. Earnest Money: Make sure the earnest money amount specified is acceptable to the seller. Check that the earnest money plus the balance of the down payment, plus the loan, equals the purchase price. Also review the option money (if applicable). Time for Acceptance: Check to see how long your seller has to respond. Be sure to get the content initialed by your seller if you go over 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. Financing Terms: Make sure the financing terms are agreeable to the seller. Closing Date: Make sure the closing date on the offer will work with your seller s schedule. Home Warranty: Review any home warranty considerations. Conveyances: Go through the appliances and fixtures requested by the buyer with the seller. Be sure all of them convey. Repairs: Review requested repairs with the seller. Special Clauses or Contingencies: Carefully review any terms relating to closing costs, requests, etc. HOA, Seller s Disclosure and 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 Keller Williams Realty, Inc. Ignite v4.1 55

56 Possession Date: Negotiate the date the buyer will take possession after closing to allow your seller sufficient time to vacate and clean the property, if possible Keller Williams Realty, Inc. Ignite v4.1

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58 Tools from Ignite Power Session #11 Close the Deal Keller Williams Realty, Inc. Ignite v4.1

59 Contract-to-Close Process U.S. The following is an overview of the general contract-to-close process. Specifics will vary according to state, province, and local regulations Keller Williams Realty, Inc. Ignite v4.1 59

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61 Buyer Agent Contract-to-Close Checklist U.S. Task When Submit contract and earnest money to title/escrow company Deliver earnest money to listing agent Schedule structural and termite inspections. Arrange geological and other inspections, if needed Obtain loan approval in writing Negotiate for repairs and treatments Schedule survey (if necessary) Schedule appraisal (or ensure appraisal has been scheduled) Schedule closing appointment, if necessary Final walk-through with buyer Coordinate move-in dates Confirm that loan will fund on time for closing Date specified in contract At execution of contract As early as possible As soon as possible 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 Within deadlines of contract Within ten days of loan application The week of closing After repairs and treatments are complete, before closing Work with listing agent to coordinate dates Work with lender to determine date 2016 Keller Williams Realty, Inc. Ignite v4.1 61

62 Have client review HUD-1 Settlement Statement with closing or escrow agent for accuracy Attend closing (required in some states) Receive your payment (from title/escrow company) Prior to closing Closing date After closing and funding Keller Williams Realty, Inc. Ignite v4.1

63 Task When Open title Submit contract and earnest money to title/escrow company (if not completed by buyer agent) and obtain receipt Deliver earnest money to title or escrow company or seller (depending on state) Coordinate inspections Receive written confirmation on loan approval Negotiate repairs and treatments Schedule survey (if necessary) Ensure appraisal has been scheduled Coordinate move-in dates Schedule closing appointment, if necessary Final walk-through with buyer Have client review HUD-1 Settlement Statement with escrow/closing agent to ensure accuracy of debit and credits As soon as contract is signed Date specified in contract Given to you by buyer agent at execution of contract Buyer agent will most likely schedule inspections, but you must maintain regular contact with them to ensure timings work for your seller As soon as possible After inspections, use an amendment to request repairs and treatments. If there is a contingency period, this should be done before the dates in the contract. Within deadlines of contract Within ten days of loan application Work with buyer agent to coordinate dates The week of closing After repairs and treatments are complete, before closing Day before or day of closing (before you go to closing) 2016 Keller Williams Realty, Inc. Ignite v4.1 63

64 Go to closing (if required in your state) Closing date Receive your payment (delivered from title/escrow company) After closing and funding Listing Agent Contract-to-Close Checklist U.S Keller Williams Realty, Inc. Ignite v4.1

65 Contract-to-Close Process Canada The following is an overview of the general contract-to-close process. Specifics will vary according to local regulations Keller Williams Realty, Inc. Ignite v4.1 65

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67 Buyer Sales Representative Contract-to-Close Checklist Canada Buyer Sales Representative Contract-to-Close Checklist Task When Done 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 After inspections, use amendment to Negotiate for repairs and treatments. 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 10 days of loan application Schedule Day of Completion appointment, if necessary. The week of Day of Completion Final walk-through with buyer. Coordinate move-in dates. After repairs and treatments are complete, before Day of Completion Work with listing sales representative to coordinate dates 2016 Keller Williams Realty, Inc. Ignite v4.1 67

68 Confirm that loan will fund on time for Day of Completion. Have client review Day of Completion Disclosure for accuracy. Work with lender to determine date 3 days prior to Day of Completion Attend Day of Completion (required in some states). Day of Completion date Receive your payment (from title/escrow company). After Day of Completion and funding Listing Sales Representative Contract-to-Close Checklist Canada Listing Sales Representative Contract-to-Close Checklist Task When Done Open title. As soon as contract is signed Submit contract and earnest money to title/escrow company (if not completed by buyer sales representative) and obtain receipt. Deliver earnest money to title or escrow company or seller (depending on state). Date specified in contract Given to you by buyer sales representative at execution of contract Coordinate inspections. Receive written confirmation on loan approval. Negotiate repairs and treatments. Buyer sales representative will most likely schedule inspections, but you must maintain regular contact with them to ensure timings work for your seller As soon as possible After inspections, use an 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 Ensure appraisal has been scheduled. Within 10 days of loan application Keller Williams Realty, Inc. Ignite v4.1

69 Coordinate move-in dates. Schedule Day of Completion appointment, if necessary. Conduct final walk-through with buyer. Have client review Closing Disclosure to ensure accuracy of debit and credits. Work with buyer sales representative to coordinate dates The week of Day of Completion After repairs and treatments are complete, before Day of Completion 3 days prior to Day of Completion Go to Day of Completion Day of Completion date Receive your payment (delivered from title/escrow company). Letter for Buyers After Day of Completion and funding [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 Inspection Response Additional Escrow Date Termite Inspection 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, 2016 Keller Williams Realty, Inc. Ignite v4.1 69

70 [Your name] Keller Williams Realty [Your phone number] [Your address] Keller Williams Realty, Inc. Ignite v4.1

71 Letter for Sellers [Today s date] [Client s name and address] Dear Client: Congratulations! Your home is under contract! 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 Termite Treatment and/or 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 address] 2016 Keller Williams Realty, Inc. Ignite v4.1 71

72 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 I was accessible when you contacted me I listened You are willing to recommend me to others You would use me again if you needed a real estate agent. 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 Keller Williams Realty, Inc. Ignite v4.1

73 Review/Testimonial Thank You Tools from Ignite Power Session #12 Ignition Blast Off 2016 Keller Williams Realty, Inc. Ignite v4.1 73

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75 Conversion Rate Calculator 1. From mytracker, enter the total connections (C) you made each week in Ignite into the table below called Your Numbers. 2. Enter the number of appointments (A) you set each week. 3. Calculate your conversion rate by dividing the total appointments by the total connections each week (A/C). This ratio of connections to appointments indicates how many connections you need to make, on average, to get an appointment. Connections (C) Appointment (A) Conversion Rate (A/C) Percentage Week 1 Week 2 Week 3 Week 4 Commit to improving your lead-to-appointment conversion rate. Set a goal for a new rate and the date by which you will achieve it. My current conversion rate (average) My goal conversion rate Date to achieve goal conversion rate 2016 Keller Williams Realty, Inc. Ignite v4.1 75

76 Once you ve gained an understanding of your lead-to-appointment conversion rate, you may want to improve on other conversion points. Appointment to Signed Agreements Signed Agreements to Contracts Contracts to Closings My Goals Conversion Rate Enter values for A and B, and calculate all the rest of the numbers following the formulas provided Keller Williams Realty, Inc. Ignite v4.1

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