TM Chapter 1: The Salesperson: How to Get Started 1 I. ENTER THE REAL ESTATESALESPERSON BECOMING A TRADITIONAL AND DIGITAL EXPERT (p. 1) A. First, Get the Support of Your Family (p. 3) B. Brokers Know When You Pass the Salesperson s Exam (p. 3) II. THE BROKER INTERVIEW (p. 4) A. How You Select an Employing Broker (p. 4) B. The Appointment (p. 4) III. LARGE vs. SMALL OFFICES (p. 11) IV. INDEPENDENT CONTRACTOR AND EMPLOYER RELATIONSHIPS (p. 12) A. Independent Contractor Agreement Highlights (p. 12) V. YOUR PLANNING OBJECTIVES AND GOALS (p. 17) A. Sphere of Influence (p. 18) B. Schedule Daily Activities (p. 18) C. Soliciting (p. 18) D. Previewing (p. 19) E. Showing Properties (p. 20) F. Becoming an Expert (p. 20) G. Attributes of an Effective Salesperson (Real Estate Expert) (p. 20) VI. ENTER THE BROKER (p. 22) A. Agency Representation (p. 22) B. Directing and Supervising (Requirements of a Broker) (p. 22) C. Cooperating Brokers (p. 23) D. Commissions (p. 23) VII. THE BROKERAGE FIRM (p. 25) A. Getting Started in Business (p. 25) B. Keeping Up With the Competition (p. 27) C. Forms of Real Estate Brokerage Ownership (p. 27) VIII. RECORD KEEPING (p. 29) A. Trust Fund Records (p. 29) B. Sales Records (Keep for Three Years; Four Years if Doing Property Management) (p. 30) IX. CHAPTER SUMMARY (p. 32) X. MATCHING VOCABULARY (p. 34) XI. CHAPTER QUIZ (p. 35) Chapter 2: Prospecting: How to Market, Advertise, and Promote 39 xii I. PROSPECTING (p. 39) A. Finding Sellers and Getting Listings (Looking for an Agent) (p. 39) B. Open Houses (Finds Both Buyers and Sellers) (p. 46)
C. Finding Buyers (Looking for a Home) (p. 46) D. The Art of Developing Referrals (p. 51) II. ADVERTISING AND PROMOTION (p. 52) A. Real Estate Advertising (p. 53) B. Advertising Media (Three Current Types) (p. 53) C. Advertising Pointers (p. 59) D. Writing Effective Ads (AIDA) (p. 60) E. Budgeting for Advertising (Including Internet) (p. 61) F. Keep Evaluating Advertising Effectiveness (p. 62) G. Consumer Finance Protection Bureau (CFPB) (p. 62) III. CHAPTER SUMMARY (p. 64) IV. MATCHING VOCABULARY (p. 65) V. CHAPTER QUIZ (p. 66) Chapter 3: The Listing Agreement: How to Secure a Listing 69 I. EMPLOYING AN AGENT (p. 69) A. Right to a Commission (p. 71) B. Types of Listings (p. 71) II. AGENCY RELATIONSHIP DISCLOSURE ACT (p. 82) A. Single Agency (Only Buyer s Agent or Seller s Agent) (p. 82) B. Dual Agency (Agent Representing Both Buyer and Seller) (p. 82) III. PREPARING FOR THE LISTING APPOINTMENT (p. 85) A. Meeting the Listing Prospect (p. 86) B. Research Procedures in Obtaining a Listing (p. 87) IV. CLOSING THE SELLER (p. 88) A. Overcoming Objections to Listing (p. 89) V. SERVICING LISTINGS (p. 92) A. Steps in Servicing a Listing (p. 92) VI. CHAPTER SUMMARY (p. 94) VII. MATCHING VOCABULARY (p. 95) VIII. CHAPTER QUIZ (p. 96) Chapter 4: Breakdown of the Listing Agreement: How to Fill It Out 99 I. BREAKDOWN AND ANALYSIS OF THE LISTING AGREEMENT (p. 99) II. COMPLETING THE LISTING KIT (p. 111) III. THE BROKER S ROLE IN REAL ESTATE APPRAISAL (p. 124) A. Helping Sellers Determine Listing Price (p. 124) B. Market Data Approach or Comparative Value (p. 125) C. Inventory (MLS) (p. 128) D. Pitfalls in Accepting Overpriced Listings (p. 128) E. Licensed Appraisers (p. 129) xiii
TM xiv IV. CHAPTER SUMMARY (p. 129) V. MATCHING VOCABULARY (p. 131) VI. CHAPTER QUIZ (p. 132) Chapter 5: Selling: Finding the Right Buyer 135 I. THE AMERICAN DREAM (p. 135) II. SHOPPING FOR A HOME (p. 135) A. Purchasing a Home: A General Discussion (p. 137) B. Some Advantages to Owning a Home (p. 139) C. Some Disadvantages to Owning a Home (p. 139) D. Budgeting for a Home (p. 140) III. WHY BUYERS BUY (p. 141) IV. TECHNIQUES OF SELLING (p. 141) A. Direct Contact Communications (Face-to-Face) (p. 142) B. Letter or Website Communications (One-Way) (p. 143) C. Phone Communications (Two-Way) (p. 144) V. THE CRITICAL PATH OF SELLING (p. 149) A. Steps Involved in a Sale (p. 150) VI. THE SALE (p. 158) A. Closing Techniques (p. 159) B. Seller Relocation (p. 159) VII. CHAPTER SUMMARY (p. 160) VIII. MATCHING VOCABULARY (p. 162) IX. CHAPTER QUIZ (p. 163) Chapter 6: The Purchase Offer: Filling Out the New Residential Purchase Agreement 167 I. OVERVIEW OF THE LATEST RESIDENTIAL PURCHASE AGREEMENT CONTRACT (p. 167) A. Why Purchase Agreement Contracts are Necessary (p. 167) B. Major Changes in the Purchase Agreement (RPA-CA Revised 11/14) (p. 167) C. Contingency Clauses in the Purchase Agreement (p. 169) II. NOW MORE DETAILED RPA-CA (REVISED 11/14) FORM (p. 169) A. Changing the Preprinted Forms (p. 170) B. Form: California Residential Purchase Agreement and Joint Escrow Instructions (RPA-CA Revised 11/14) (p. 171) C. Filling Out the Form A Breakdown (p. 181) III. CHAPTER SUMMARY (p. 211) IV. MATCHING VOCABULARY (p. 212) V. CHAPTER QUIZ (p. 213) Chapter 7: Additional Forms for the Purchase Contract: More Required Forms and Disclosures 217 I. FORMS SUPPLIED TO THE BUYER (p. 217)
A. List of Forms (p. 217) B. Real Estate Transfer Disclosure Statement (TDS) (Seller Must Provide This Form) (p. 222) C. Carbon Monoxide and Radon Testing (p. 238) II. STATEWIDE BUYER AND SELLER ADVISORY (SBSA) (p. 240) III. CAR SUMMARY DISCLOSURE CHART (p. 253) IV. CHAPTER SUMMARY (p. 255) V. MATCHING VOCABULARY (p. 257) VI. CHAPTER QUIZ (p. 258) Chapter 8: Online Search, Alerts, and Beyond: Constantly Evolving Technology 261 I. HOMEBUYERS: TAKING THE SEARCH ONLINE (p. 261) A. Online Home Searches (p. 261) B. Brokers and Salespeople - Going Online (p. 264) II. THE THREE MOST POPULAR REAL ESTATE BROKERAGE WEBSITES (p. 264) A. Realtor.com (Owned by Murdoch - News Corp.) (p. 264) B. Zillow (p. 264) C. Trulia (Owned By Zillow) (p. 265) D. Multiple Listing Services (Members Only) (p. 265) III. AGGREGATION OF MLS REAL ESTATE INFORMATION (p. 265) IV. OWNERSHIP OF YOUR REAL ESTATE WEBSITE (p. 266) V. REAL ESTATE AGENTS ARE STILL NEEDED! (p. 266) VI. MARKETING AND ADVERTISING BASICS (p. 267) A. Marketing (p. 268) B. Advertising and Publicity (Online and Print) (p. 268) VII. REALTORS (EDUCATED PROFESSIONALS) (p. 268) A. REALTOR Formal Education Background (p. 268) VIII. HOMEBUYER ADVERTISING STATISTICS (p. 269) IX. REAL ESTATE ONLINE SEARCH (90% of People) (p. 269) A. How Homebuyers Use the Internet (p. 270) X. OWNERS: GET LOANS, REFINANCE WITH LENDERS ONLINE (p. 270) A. Home Loan Products (p. 270) B. Direct-to-Lender Loans Online (p. 270) XI. THE INTERNET REAL ESTATE OFFICE (TRADITIONAL TO TECH) (p. 271) A. Traditional Office Methods (p. 271) B. Technology Advances are Fast Moving (p. 272) C. Listing Syndications (p. 273) D. Alert Notifications - Listing Syndications (p. 274) XII. SOCIAL MEDIA POSSIBILITES (p. 276) A. Social Networking - A More Sophisticated Advertising Platform (p. 277) B. Real Estate Specific Sites (p. 280) C. Your Brokerage Websites (p. 281) D. Quick Response (QR) Codes (p. 281) xv
TM XIII. SIX STEPS TO SUCCESSFUL REAL ESTATE MARKETING ON THE INTERNET (p. 282) XIV. NICHE MARKETING OPPORTUNITES (p. 284) A. Divorcing Couples (p. 284) B. One- to Four-Unit Zoning (p. 284) C. Military-Related Services (p. 285) D. Land Expert (p. 285) E. Large Condominium Complexs (p. 285) F. Luxury Properties (p. 285) G. Urban Living Specialist (p. 285) XV. MARKETING DEMOGRAPHICS (p. 288) A. Baby Boomers (Old School) (p. 288) B. Millennials (Tech Savvy) (p. 289) XVI. CHAPTER SUMMARY (p. 290) XVII. MATCHING VOCABULARY (p. 292) XVIII. CHAPTER QUIZ (p. 293) Chapter 9: Finance: Understanding the Finance Process 297 I. NATURE OF FINANCING (p. 297) A. Introduction to the Financing Process (p. 297) B. The Cost of Borrowing Money (p. 300) II. INSTITUTIONAL (CONVENTIONAL) FINANCING (p. 302) A. Mortgage Bankers (p. 302) B. Savings Banks (p. 302) C. Commercial Banks (p. 304) D. Life Insurance Companies (p. 304) E. Private Mortgage Insurance (PMI) (Provide a Valuable Service) (p. 304) F. Fixed Rate Mortgages (p. 305) G. Adjustable Rate Mortgages (ARMs) (p. 305) H. Special Purpose Loans (p. 306) III. THE SECONDARY MORTGAGE MARKET (p. 308) A. Secondary Mortgage (Trust Deed) Market (p. 308) B. Final Word on Conventional Loans (Risk Without Government Backing) (p. 309) IV. GOVERNMENT FINANCING (GOVERNMENT-BACKED LOANS) (p. 309) A. Federal Housing Administration (FHA) (p. 310) B. Department of Veterans Affairs (VA) (www.benefits.va.gov/ homeloans) (p. 312) C. California Department of Veterans Affairs (CalVet) (www.calvet.ca.gov) (p. 313) V. QUALIFYING THE BORROWER (p. 314) A. The Loan Application (Uniform Residential Loan Application) (p. 314) VI. NONINSTITUTIONAL FINANCING (p. 318) A. Junior Loans (Secondary Financing) (p. 318) B. All-Inclusive Trust Deed (AITD) (p. 319) C. Contract of Sale (Land Contract) (p. 320) D. All-Cash Transactions (p. 321) VII. LOAN TAKEOVERS (p. 321) A. Assumption vs. Subject To (p. 321) xvi
VIII. LOAN BROKERAGE (p. 322) A. SAFE Mortgage Licensing Act (p. 327) B. Mortgage Loan Disclosure Statement (p. 328) C. Business and Professions Code (Commissions and Other Requirements) (p. 328) D. Usury Limitations (p. 332) IX. LOAN DEFAULTS AND REO ADVISORY (p. 332) X. CHAPTER SUMMARY (p. 337) XI. MATCHING VOCABULARY (p. 339) XII. CHAPTER QUIZ (p. 340) Chapter 10: Escrow: How to Navigate the Journey 343 I. THE ESCROW PROCEDURE (p. 343) A. Requirements of a Valid Escrow (p. 345) B. Escrow Holder (p. 345) C. Real Estate Brokers Can Conduct Escrows (p. 346) II. HOW ESCROWS WORK (p. 348) A. Fax Purchase Agreement to Escrow (p. 348) B. Follow-Through Checklist (p. 348) C. Opening Escrow (p. 349) D. Escrow Rules (p. 351) E. Who Selects the Escrow Company? (p. 351) F. Escrow Instructions (p. 352) G. Financing is an Important Aspect of the Escrow (p. 352) H. Escrow Example (p. 353) I. Closing Date is the Date of Recordation (p. 353) III. PRORATION (p. 356) A. 30 Days is the Basis for Proration (p. 356) IV. TERMITES AND OTHER PROBLEMS (p. 357) A. Structural Pest Control Certification Report (Report and Clearance) (www.pestboard.ca.gov) (p. 357) B. Broker Maintains Pest Control Documentation (p. 358) V. FIRE INSURANCE (p. 358) A. Fire Insurance... A Must! (p. 358) B. Fire Insurance Proration (p. 358) VI. TITLE INSURANCE (p. 359) A. Chain of Title (Recorded Public History) (p. 359) B. Title Insurance (Has Four Functions) (p. 359) C. Preliminary Title Report (Ordered First) (p. 359) VII. TYPES OF TITLE INSURANCE POLICIES (p. 360) A. California Land Title Association (CLTA) (Standard Coverage Policy) (p. 360) B. American Land Title Association (ALTA) (Extended Coverage Policy Survey Included) (www.alta.org) (p. 362) C. ALTA-R (One- to Four-Residential Units) (p. 363) D. Who Pays Title Insurance Fees? (p. 363) E. Title Insurance Disclosure (p. 363) xvii
TM VIII. REAL ESTATE SETTLEMENT PROCEDURES ACT (RESPA) (p. 364) IX. CALIFORNIA ESCROW ASSOCIATION (p. 366) X. CHAPTER SUMMARY (p. 366) XI. MATCHING VOCABULARY (p. 369) XII. CHAPTER QUIZ (p. 370) Chapter 11: Taxation: Real Estate-Related Taxes 373 I. REAL PROPERTY TAXES (p. 373) A. Proposition 13 (p. 375) B. Property Taxes Become a Specific Lien (p. 378) C. Property Tax Time Table (p. 380) D. Property Tax Proration Problem (p. 381) E. Homeowner s Property Tax Exemption (p. 381) F. Disabled and Senior Citizen s Property Tax Postponement (p. 382) G. Veteran s Exemption (p. 383) H. Tax Exempt Property (p. 383) II. SPECIAL ASSESSMENT TAX (p. 383) A. Improvement Bond Act of 1915 (p. 384) B. Mello-Roos Community Facilities Act (p. 384) III. DOCUMENTARY TRANSFER TAX (p. 384) IV. GIFT AND ESTATE TAXES (p. 386) A. Federal Gift Taxes (p. 386) B. Federal Estate Tax (p. 386) C. No State Gift and Inheritance Taxes (p. 386) V. FEDERAL AND STATE INCOME TAXES (p. 387) VI. TAXES ON PERSONAL RESIDENCE (p. 389) A. Deduction of Interest (p. 389) B. Deduction of Property Taxes (p. 389) C. Deduction of Prepayment Penalties (p. 389) D. Sale of a Residence (p. 389) VII. TAXES FOR INCOME PRODUCING PROPERTIES (p. 390) A. Depreciation of Business Property (Federal and State) (p. 390) B. Advantages of Sale-Leaseback (New Buyer Gets to Depreciate the Value of the Building) (p. 391) VIII. SALE OF REAL PROPERTY (p. 391) A. Capital Assets (Gains and Losses) (p. 391) B. Californians Pay Both State and Federal Income Taxes (p. 391) C. Federal Income Tax Rates (p. 392) D. Alternative Minimum Tax (AMT) (Must Calculate Taxes Twice) (p. 392) E. Accounting for the Sale of Real Estate (Investment/Commercial) (p. 392) IX. INSTALLMENT SALES AND EXCHANGES (p. 393) A. Installment Sales of Real Estate (p. 393) B. Exchanges Tax-Deferred (Federal and State) (Section 1031 of the IRS Code) (p. 393) X. DEALER PROPERTY (p. 395) XI. WE ARE NOW TAX COLLECTORS (FEDERAL AND STATE INCOME TAX LAWS) (p. 396) xviii
A. Federal Tax Collection Requirements and Exemptions (If a Foreigner) (p. 396) B. State Tax Collection Requirements and Exemptions (If a Foreigner or Resident of Another State) (p. 397) XII. OTHER TAXES PAID BY BROKERS (p. 397) A. Business License Taxes (City Taxes) (p. 397) B. Other California Taxes (p. 397) XIII. CHAPTER SUMMARY (p. 398) XIV. MATCHING VOCABULARY (p. 399) XV. CHAPTER QUIZ (p. 400) Chapter 12: Investing and Other Broker-Related Fields 403 I. WHY INVEST IN REAL ESTATE? (p. 403) A. Objectives (p. 403) B. Capacity (p. 403) C. Soundness (p. 406) II. BENEFITS OF INVESTING (p. 406) A. Tax Shelter (Ways to Reduce Taxable Income) (p. 406) B. Other Tax Benefits (p. 406) C. Appreciation Potential (p. 407) D. Hedge Against Inflation (p. 407) E. Income (p. 407) F. Interim Use (p. 407) G. Stability (p. 408) H. Control and Use (p. 408) I. Refinancing (To Buy More Property) (p. 408) J. Amenities (p. 408) III. FINANCING INCOME PROPERTIES (p. 408) A. Sources of Financing (p. 409) IV. YOUR ROLE IN THE INVESTMENT PROCESS (p. 409) A. Apartment Prospecting and Marketing (p. 409) B. Investment Planning and Counseling (p. 411) V. RESIDENTIAL INCOME PROPERTIES (p. 411) A. Property Analysis (Appraisal) (p. 411) B. Characteristics of the Rental Market (p. 416) VI. SYNDICATION (PURCHASE GROUP) (p. 417) A. Definition (p. 417) B. Brokerage Opportunities (p. 418) C. Forms of Legal Organization (p. 418) VII. SMALL BUSINESS OPPORTUNITIES (p. 419) VIII. DETAILS OF SELLING A BUSINESS (p. 419) A. Listing Agreement (p. 420) B. Uniform Commercial Code (UCC) (p. 420) C. Security Agreement and Financing Statement (p. 421) D. Collecting Sales and Use Taxes (p. 422) xix
TM E. Bill of Sale (p. 422) F. Assignment of Lease (p. 422) IX. VALUATION OF BUSINESS OPPORTUNITIES (p. 423) X. TAX CONSEQUENCES ON THE SALE OF BUSINESS OPPORTUNITIES (p. 423) XI. ALCOHOLIC BEVERAGE CONTROL ACT (p. 424) XII. ANCILLARY ACTIVITIES AND SPECIALTY ROLES (p. 424) A. Real Properties Securities Dealer (RPSD) (p. 424) B. Notary Public Services (p. 425) XIII. PROPERTY MANAGEMENT ACTIVITIES (p. 425) XIV. ESCROW ACTIVITIES (p. 425) XV. LOAN BROKERAGE (MLO Endorsement) (p. 426) XVI. PROBATE SALES (p. 426) XVII. STATE OF CALIFORNIA SALES OPPORTUNITIES (p. 427) A. Subdivision Sales Opportunities (p. 427) B. Real Estate Investment Counselor (p. 427) XVIII. REAL ESTATE BROKERAGE GENERAL VS. SPECIALIZATION (p. 428) XIX. MANUFACTURED HOUSING AND THE LICENSEE (p. 428) A. Mobile Home Dealer vs. Real Estate Broker (p. 428) B. Marketing (p. 429) XX. CHAPTER SUMMARY (p. 429) XXI. MATCHING VOCABULARY (p. 432) XXII. CHAPTER QUIZ (p. 433) Chapter 13: Property Management: Managing and Leasing Properties 437 xx I. FAIR HOUSING LAWS (p. 437) A. State Law Unruh Civil Rights Act (No Discrimination in Business) (p. 437) B. State Law California Fair Employment and Housing Act (FEHA) (p. 440) C. State Law Housing Financial Discrimination Act of 1977 (No Redlining) (p. 440) D. Federal Law Federal Civil Rights Act of 1968 (p. 440) II. PROPERTY MANAGEMENT (p. 442) A. Types of Properties (p. 442) B. Types of Property Managers (p. 442) C. Duties and Responsibilities of Property Managers (p. 444) D. Landlord-Tenant Termination Laws and Abandoned Animal Laws (p. 445) E. Selection of Property Managers (p. 447) F. Leasing and Tenant Selection (p. 452) G. Accurate Record Keeping (A Must for Property Managers) (p. 463) H. Common Interest Development (CID) Management (p. 467) I. Prepaid Rental Listing Service (PRLS) (p. 470) J. Improving Value Through Balanced Management (p. 470) K. Rent Control (p. 472) L. Low-Income Housing (p. 472) M. Professional Associations for Managers (p. 472) III. GOING GREEN MADE EASY (p. 473)
IV. CHAPTER SUMMARY (p. 476) V. MATCHING VOCABULARY (p. 478) VI. CHAPTER QUIZ (p. 479) Chapter 14: Real Estate Assistants: Time is Money 483 I. ASSISTING AS A CAREER (p. 483) A. What is a Real Estate Assistant? (p. 483) II. WHO HIRES ASSISTANTS? (p. 485) III. GETTING THE JOB (p. 486) A. Your Résumé (p. 486) B. Interview Questions (p. 488) C. The Job Offer (p. 488) IV. WHAT DO ASSISTANTS DO? (p. 493) A. Alphabetical Filing Systems (p. 493) B. Master Transaction File (p. 493) C. Computer Filing (p. 493) D. Updating Data (MLS and Office Info) (p. 494) E. Keeping and Assisting with Appointments (p. 494) F. Staying in Touch with Your Agent s Clients - The Faster the Better (p. 495) G. Technology (p. 495) H. Notary Public (p. 497) I. Escrow Coordinator (p. 499) J. Follow-Up Details (p. 499) V. CHAPTER SUMMARY (p. 499) VI. MATCHING VOCABULARY (p. 501) VII. CHAPTER QUIZ (p. 502) Chapter 15: Licensing, Ethics, and Associations: Acquiring and Maintaining Your License 505 I. CALIFORNIA BUREAU OF REAL ESTATE (CalBRE) (p. 505) II. REAL ESTATE LICENSE REQUIREMENTS (p. 505) A. Who Must Have a License (p. 507) B. When a License is Not Required (p. 507) C. Obtaining the Four-Year Salesperson s License (p. 508) D. Obtaining the Broker s License (Renewable Four-Year License) (p. 515) E. Obtaining a CalBRE Mortgage Loan Originator (MLO) License Endorsement (p. 516) F. Renewal of License Every Four Years (Salesperson and Broker) (p. 516) G. Continuing Education (CE) Requirement (45 Hours Every Four Years to Renew Your License) (p. 517) H. Prepaid Rental Listing Service (PRLS) License (p. 517) III. REAL ESTATE LAW AND REGULATIONS (p. 517) A. Real Estate Commissioner (Appointed by the Governor) (p. 518) B. Enforcement of Real Estate Law (p. 519) C. Hearings for License Violations (p. 519) xxi
TM D. Licenses: Revoke, Restrict, Suspend (p. 519) E. Real Estate Bulletin, and Other Bulletins (p. 520) IV. COMMON REAL ESTATE LAW VIOLATIONS (p. 520) A. Section 10176: Licensee Acting in a Licensee Capacity (p. 520) B. Section 10177: Licensee Not Necessarily Acting as a Licensee (p. 520) C. Regulations of the Real Estate Commissioner (Found in the Administrative Code) (p. 525) V. REAL ESTATE GENERAL FUND (p. 525) VI. TRADE AND PROFESSIONAL ASSOCIATIONS (p. 526) A. Local Real Estate Associations (p. 526) B. California Association of REALTORS (CAR) (www.car.org) (p. 526) C. National Association of REALTORS (NAR) (www.realtor.org) (p. 527) D. Realtist Defined (p. 529) E. National Association of Hispanic Real Estate Professionals (NAHREP) (www.nahrep.org) (p. 538) F. Asian Real Estate Association of America (AREAA) (p. 538) G. Independent Associations (p. 538) H. Other Associations (p. 539) I. Real Estate Instructor and Licensing Associations (p. 539) J. No Affiliation Necessary (p. 539) K. Office Policy Manual (p. 539) VII. CHAPTER SUMMARY (p. 541) VIII. MATCHING VOCABULARY (p. 543) IX. CHAPTER QUIZ (p. 544) Appendix 1 - Chapter Websites 547 Appendix 2 - Glossary 549 Appendix 3 - Index 591 Appendix 4 - Matching Vocabulary Answers 609 Order Form: All the Great Books From ETC! 616 xxii