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EXECUTIVEAGENT MAGAZINE

Yolanda Andrade Executive Agent of the Month

INSIDE FEATURES: Tracey Garamone New American Funding Jessica Martinez imortgage

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1) Mortgage Executive Magazine 2015, loanDepot.com, LLC dba imortgage NMLS ID 174457. 2) Enterprise wide and includes loanDepot.com, imortgage, Mortgage Master, Inc. and LDWholesale. imortgage 8686 Haven Ave., Suite 150, Rancho Cucamonga, CA 91730 Rates, terms, and availability of programs are subject to change without notice. Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 11292016 7898


Executive Agent of the Month

Yolanda Andrade RE/MAX Champions

22 17 Professional Profiles

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Tracey Garamone

Jessica Martinez

New American Funding

imortgage ExecutiveAgent Magazine


January, 2017 - Inland Empire

Editorials 10

How Will You Know A Socializer By Phone? -Tony Alessandra

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Seeds of Change -Theresa Behena

E XECUTIVE AGENT

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MAGAZINE

Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 366-3349 Fax: (949) 266-8757 Fred@eamag.net www.EAMag.net

ADVERTISERS’ INDEX City of Hope..........................................................26

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imortgage..................................................................2

How Can You Improve Your Listening Skills? -Bill Brooks

iPhotography Studio...............................................23 New American Funding........................................36 PWAOR...................................................................34

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SBAOR...................................................................27

Three Wild Ideas To Help You List And Sell -Laurie Moore-Moore

The Termite Guy......................................................3

Call-Killing Phrases -Wendy Weiss

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Haley Freeman, Shannon Hartsoe Editorial Writers: Linda Brakeall, Bill Brooks, Tamara Dorris, T Scott Gross, Chris Widener, Dirk Zeller, Zig Ziglar

Bring on the Boosters -Chris Widener

© Copyright 2017 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.

Problems Vs. Opportunities -Zig Ziglar

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E XECUTIVE AGENT

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Written by Haley Freeman

Jessica Martinez J

essica Martinez is a licensed loan officer and production assistant II at imortgage in Rancho Cucamonga. She is also a person of extraordinary determination, a quality prized by her clients, colleagues and real estate partners as she sees every loan transaction through to success. After graduating from Santiago High School in Corona, Jessica followed her older brother to Citi Financial, where she excelled at handling personal

loans. Inspired by the greater challenges and rewards that came with mortgage lending, Jessica went on to help homebuyers with mortgage financing until the market downturn. She took a little time off with her two young daughters, but always ambitious, she relocated to Orange County seeking greater job opportunities; there she began working as a receptionist for a mortgage company while attending school at night, gaining another perspective on the inner workings of the industry.

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In 2016, Jessica returned to Corona with aspirations of obtaining her lending license and once again assisting clients with home loans in and around her hometown. “I’m a single mom so I had to make sure I made this work,” she says. “I had no choice but to be successful. It was an emotional victory for me when I passed that test, and I feel blessed to be working with such a well-known company. I assist Javier Brito, another licensed loan officer who has been in the industry for many years. His clients love him. It’s a privilege to be able to work so closely with someone who has so much experience to offer.” In her role as a production assistant II, Jessica is a thorough communicator who always makes herself accessible to clients. “I give clients my cell phone number right away, and I am available to meet on weekends to collect documents. I also follow my branch manager’s advice and keep my voice mailbox clean so people are never left feeling like they can’t get through.” Jessica is gracious and helpful, providing a tranquil space for clients who may be feeling anxious about the loan process. “This isn’t always fun, and people get frustrated. I like to be approachable and get things done. I tell them, ‘I’m with you. I feel frustrated, too. But you have to keep pushing – we’re almost there.’ When people feel understood, they are more willing to open up to me. That helps me to do my job and make the process smoother for them.” Going the extra mile is simply a part of Jessica’s routine. “I mainly focus on gathering conditions and getting the loan to closing, and there is a lot of paperwork going back and forth. If someone doesn’t have access to a fax machine, I’ll find a UPS Store near them, for example, and provide them with the number to make it as easy as possible on them to get the documents to us if they don’t have access to a computer and scanner. I genuinely like helping people. Whether they are consolidating debt or moving into their first home, it makes me happy to be a part of their success.” Jessica is enthusiastic about expanding her personal and professional development. She was recently inspired by the extraordinary leadership of powerhouse broker/agent Donna Nazir, whom she met at a NAHREP presentation. “I like surrounding myself with positive people. I go to a lot of NAHREP events, and I like to associate with people

who will help me grow. I don’t want to just be successful; I want to dominate!” When Jessica and her daughters came home to Corona, they had an experience that gave Jessica a new understanding of the homebuyers she serves. She and her girls moved into a house, and for the first time, her daughters finally have bedrooms they can call their own. Jessica remembers, “When we first got the house keys, I cried. I called my daughter’s aunt, and we cried on the phone together. That feeling of happiness I had when helping someone get into a home was always genuine, but this experience made it even stronger for me. Having a home that fits your family is so important.” This passionate young professional is deeply committed to creating success not just for herself, but for the homebuyers and real estate professionals who rely upon her. “I’m now doing what I’ve always wanted to be doing since the beginning. I put my heart and soul into this career, and I make sure I’m taking care of the borrower’s best interests. I’m in such a good place in my life; there’s no stopping me.” Jessica Martinez imortgage 8686 Haven Ave., Suite 150 Rancho Cucamonga, CA 91730 Tel: 949-870-5185 Email: jessica.martinez@imortgage.com Web: www.imortgage.com NMLS ID #1443544

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imortgage is licensed by the CA Department of Business Oversight, CRMLA 4131040. NMLS ID 174457. Equal Housing Opportunity. All rights reserved. 2017.


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Problems vs. Opportunities

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e grateful for your problems. We all frequently deal with people who complain about the trials and tribulations of their daily lives. Life seems to be one big problem for them. I would like to take a common-sense, realistic approach and address this mind-set. If there were no “problems” on your job, then your employer would hire a much less capable person than you to do the routine things that don’t require much thought. In the business world, those who are able to solve complex problems are the ones who have the most value to the employer. Many times the problems or challenges we face force us to grow and become more capable. The runner who trains for the mile run in the Olympics by running downhill will have no chance of winning the medal. The runner who trains by running uphill is far more likely to develop the speed, mental toughness and endurance which it takes to win the medal. The best thing that ever happened to boxer Gene Tunney was that he broke both of his hands in the ring. His manager felt that he could never again punch hard enough to be the heavyweight champion. Instead, Tunney decided that he would become a scientific boxer and win the title as a boxer, not a slugger. Boxing historians will tell you that he developed into one of the best boxers who ever fought. They also will tell you that as a puncher, he would not have had a chance against Jack Dempsey, who was considered by many to be the hardest hitter in heavyweight history. Tunney would never have been champion had he not had the problem of his broken hands. Message: The next time you encounter a difficult climb, obstacle, “problem,” you should smile and say, “Here’s my chance to grow.” Develop that kind of an attitude and I will SEE YOU AT THE TOP! Zig Ziglar is a beloved author and America’s motivator. He is the author of 25 books and offers training and consulting to organizations all across the globe. To learn more about Zig and his business visit his website at www. ziglar.com.

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How Will You Know A Socializer By Phone?

“What’s up?”or “What’s happening?” are usual Interacting Socializer opening lines. They are sometimes so animated that their gestures can be transmitted via the phone lines. How? By their varied, emotional vocal inflections/intonations and their colorful choice of words that may tend toward exaggeration. “Really? That’s fantastic!” or, “You have to be kidding me!” The telephone can be a favorite toy that enables them to both prolong conversations and recharge themselves, especially when no one else is physically around. “I just called because I’m bored.” You may also detect background noise when you speak to individuals of this type. They sometimes put on the TV or radio just for the sound, visual stimulation, and activity. On the phone, Interacting Socializers speak rapidly and emotively. “I feel that if we go through with this plan, the community will resent us as anti-environmentalists,” or, “I feel that I’ve contributed enough to this organization over the years to allow me to talk about this.” Other styles may more naturally use thinking words, instead.

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Say It With Feeling Typically, you’ll notice a wide range of vocal inflection and intonation and a tendency to want to know your reaction. “Do you feel that way, too?” They liven up conversations with personal anecdotes and may keep you on the phone longer than you had anticipated. If you need to extricate yourself from an extended monologue, try something like, “Well, Don, it’s been great talking with you. I’m really looking forward to our appointment on Monday!” If you say it with feeling, the Interacting Socializer may already eagerly anticipate your meeting. Dr. Tony Alessandra, CSP, CPAE has authored 13 books, recorded over 50 audio and video programs, and delivered over 2,000 keynote speeches since 1976. Dr. Tony Alessandra is recognized by Meetings and Conventions Magazine as, “one of America’s most electrifying speakers.” Copyright© 2004, Tony Alessandra. All rights reserved. For information about Tony’s keynote presentations, contact the Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com;

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E XECUTIVE AGENT

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MAGAZINE

New American Funding Welcomes

Tracey Garamone Written by Haley Freeman

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racey Garamone calls herself a shaker, not a mover. That’s because when she recently joined New American Funding in Temecula, she hadn’t changed employers since 1997.

tary, and from there went on to become a loan processor, doc drawer, funder, processing manager, underwriter, sales manager and Loan Consultant. She obtained her real estate broker’s license in 1997, and while she has never sold real estate, she has always diligently continued her education and maintained her license. Tracey’s unique resume makes her one of the most qualified lending professionals in the industry, with an insider perspective on virtually every aspect of a real estate transaction. As a result, Tracey could choose to work anywhere, but she chose New American Funding for its broad array of products, unparalleled service delivery and progressive approach to business. “This branch has such an amazing vibe,” Tracey says. “This is a positive and proactive company where I can serve my clients to the best of my ability.” Among Tracey’s many qualifications, she is certified for all local down payment assistance programs, and she is especially passionate about helping VA buyers. She has the patience to aid first-time homebuyers and the expertise to assist move-up buyers, as well as investors with multiple properties.

While she has built her lending career with only a few select companies, she has certainly worn many different hats in the industry. Tracey began in 1986 as a loan secre-

The qualities and strategies that make Tracey so skilled at working with homebuyers also make her a terrific partner for Real Estate Agents. She identifies her top three priorities as: 1. being accessible; 2. being accountable; and 3. being a problem solver. “These are the things I love about my job! I’m always willing to get dirty and find solutions. My business is relationship-based, not transaction-based. My goal is to make the client’s experience as positive as it can be.”

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Tracey is a consummate professional whose first-hand understanding of the needs of all parties to a transaction make it possible for her to deliver the right service at the right time. She is a talented marketer and social media guru who provides her agents with multiple tools that help them conduct business more efficiently. “I have a home shopping app for agents that we can co-brand. It keeps clients off the internet so they’re not getting bombarded with solicitations from other agents. It’s also live, so the information they’re seeing is reliable and up-to-date. In addition, I have a whole suite of marketing products that provides property websites, flyers, postcards, sign riders and more. New American Funding also has a collection of co-branded marketing materials that are free to our agents, including an email campaign that goes out to borrowers at each milestone of their transaction and post-closing communications, as well.” Committed to everyone’s success, Tracey is generous about sharing her knowledge. She hosts regular lunchand-learns, and she frequently assists less tech-savvy agents with the use of digital marketing tools.

partners.” Tracey contributes substantial time to supporting charitable causes sponsored by the association, as well, including college scholarships, Project T.O.U.C.H., Habitat for Humanity, Manzanita Ranch and many more. A native Californian and resident of Temecula for 10 years, Tracey is at home in this beautiful community. “I am a single mom with three kids heading to college and the caretaker for my mother. This is such a familyoriented community, and I love it here. I enjoy our local culture with our wine country, amazing restaurants and live music. I think there is a real correlation between loving the community that makes me better at what I do.” Tracey’s goal is to be her clients’ Loan Consultant for life. “I still have a huge passion for my work, and I wake up every day loving what I do. I’m not in it for the numbers. I’m just here to make clients happy and help them realize their dream of home ownership. I love being a part of that, and I plan on doing it for many more years to come.”

“I am ridiculously active with the local association of Realtors®,” she continues. “They are constantly providing additional education, and I always want to be part of that. I’m a huge education junky, and there’s always something new out there I’m wanting to learn. I’m a huge proponent of Tom Ferry, Brian Buffini, Joe Stumpf and Todd Duncan, and I love going to conferences and having something to bring back and share with my real estate

Tracey Garamone - Loan Consultant New American Funding 27431 Enterprise Circle West Temecula, CA 92590 Tel: 805-701-5116 Email: Tracey.Garamone@nafinc.com Web: www.newamericanfunding.com NMLS ID 301334

Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act. NMLS ID#6606. © New American Funding. New American and New American Funding are registered trademarks of Broker Solutions Inc. dba New American Funding. All Rights Reserved. Corporate Office is located at 14511 Myford Road, Suite 100, Tustin CA 92780. Phone (800) 450-2010. 01/2017.

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Bring on the Boosters!

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obody becomes a success alone, period. There is no such person who is “self made.” I know this because I have regularly involved myself with some of America’s most successful people and as I listen to their stories I realize that all of them have had what I call their own “booster club.” When I think back over my life I realize that I have had my own booster club: People who gave me a boost, either through direct help, opening doors to others or opportunities, or through their belief in or encouragement of me. I think of my mother who was left a widow at age 40 to raise me alone. She believed in me. She sacrificed for me. She gave up much so that I could become what I dreamed of. My mother was my booster! I think of a man who is the CEO of a twenty five billion dollar a year company who, when I was only three years out of college and striking out on my own, sent me a check out of the blue. It wasn’t an investment; it was a gift. Then he sent another… and another. Every month for nearly 7 years he sent me a check. Nothing large enough to live on but enough to be a sign that he believed in me. When I asked him why he did it, he said, “Because I believe in what you are doing and that you are the one to do it.” To have someone of his stature believe in you! Wow – is he ever a booster! I think of my good friends, Tony and Jenni. When they were married they moved in right next door to us. They have become our best friends. Every step of the way they have loved us, challenged us, and encouraged us. They have been there in the darkest hours and in the brightest days. They are definitely boosters! I think of my two friends named Kevin. The first, my best friend, lives here in Seattle. He is a guy that I laugh with, talk about things with and thoroughly enjoy all of my time with. He always comes through for me. In fact, as I right this, he came through for me just yesterday! When I know that I need a boost, he does whatever he can. And being one of the most competent men I have ever met, he always gets the job done. Major booster! The second Kevin lives in Atlanta. He is a “new” friend but has already been a big booster. He has been willing to open doors for me that I never would have been able to budge because those on the other side would have been unwilling to open them. But on his recommendation, they have. A great booster and a person I will get to know better throughout the years.

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I think of Kyle, who I have never met in person, but have spoken with on a few occasions and swapped many emails with. Kyle has boosted me literally millions of times – ever time he publishes my articles he helps me bring my message to the masses. To know that a person like Kyle sees the value in my message is an incredible boost! I think of my most fanatical booster, my wife Lisa. No one believes in me more than she does. In fact, there are many times I wonder who she thinks she’s married to! She sees the best in me even when there is nothing good to see. She sticks by me through it all and encourages me to go for my dreams. What a blessing – what a booster! I think of my kids. They boost me every time I leave in the morning and when I come through the door at night. They boost my life and my career! Above all, they boost my happiness and my spirits each and every day. Big boosters in little bodies! I think of God – the ultimate booster. In a scene from The Count of Monte Cristo, the Count, still in prison, tells the old man prisoner who is with him, “I don’t believe in God.” The old man replies, “That’s okay. God believes in you!” While I don’t understand everything there is to know about who God is I do believe that if God is for me, then it matters not who or what is against me! . So where does this leave us? Is this just a trip down memory lane? No, in fact, I have two specific actions for you as it relates to boosters: One, make a list of your boosters. Then take a moment to send them a note to say thanks for what they have done and been for you! Second, decide for yourself that you will be someone else’s booster! Be very specific and begin to invest yourself into that person’s life. Encourage them. Open doors for them. Challenge them. Give of yourself to them so that they can soar. Be their booster! Chris Widener is the President of Made For Success. He teaches leaders how to become Extraordinary Leaders. Chris’ speaking and consulting services have challenged the best to become optimists, to pursue excellence relentlessly, and to dream big dreams. Copyright© 2007, Chris Widener. All rights reserved. For information about Chris’ speaking and consulting services, contact the FrogPond at 800.704.FROG(3764) or email susie@ FrogPond.com; http://www.FrogPond.com.

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EXECUTIVEAGENT MAGAZINE

Nomination Form Nominate a fellow REALTORÂŽ to be featured in one of our feature stories; on the cover as Executive Agent of the Month, or as a special feature story. All candidates must be nominated by a real estate professional. The selection process includes a questionnaire, personal interview, reference check and final approval by the Advisory Council. Candidates are evaluated based upon professionalism, length of service and uniqueness of story, as well as industry and community involvement.

I Nominate: Name_______________________________ Company___________________________ Address____________________________ _____________________________________ City, State, Zip_____________________ _____________________________________ Phone______________________________ Email_______________________________ Submitted By: Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949.266.8757 Email: Info@eamag.net Tel: 949.366.3349

Name_______________________________ Company___________________________ Phone______________________________ Email_______________________________

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Cover Story

Yolanda Andrade Executive Agent of the Month

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Yolanda Andrade

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She had her eye on law school, but Yolie met and married her husband of 28 years, Richard, and soon became pregnant with the first of their six boys. She put her family first and crafted her legal career around being a paralegal, instead. She went on to work for several top attorneys in different areas of law, gaining experience that has proved invaluable to her second career in real estate. “I started in personal injury and criminal work, and then did workers compensation. It was stressful, but rewarding. What I learned was incredible.”

Yolie was raised by a hard-working single mother who gave her a solid, Christian foundation, and she set out in life determined to reach her greatest potential. “I grew up in church, and my faith was always extremely important to me. I first had aspirations of being a police officer, and I majored in criminology. Then I realized how clumsy I was and how dangerous that profession could be for me, so I switched to law and got my paralegal degree,” she laughs.

Yolie has been blessed with many outstanding mentors in her life, beginning with her mother. Next was attorney David Philipson, whom she will always remember for teaching her something she still applies every day: “Don’t treat clients with sour apples; treat them with honey. You will win more people over with love and sweetness than with sour apples.”

Written by Haley Freeman - Ian Wiant Photographer

veryone knows award-winning Realtor® Yolanda Andrade as “Yolie,” and she herself has a habit of creating what she calls “love names” for the people around her. She may be one of the region’s top agents, and the co-owner and manager of RE/MAX Champions in Upland, but she is also a down-to-earth, caring person whose warmth and enthusiasm are infectious. She is committed to the success of her clients and colleagues, and about herself, she says, “I am their advocate. I always have their best interests at heart.”

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Yolie obtained her real estate license in 2006, and when she lost her legal job during the economic crisis two years later, she ironically seized the opportunity to go into real estate full time. Determined to succeed, she sought out some of the most successful people in the industry. “I got into real estate at the worst time, but when opportunity knocks, I’m a hard worker. Sandy Kohler (Broker Mom) was instrumental in my life and helped to shape me into the professional I am today. I also went to top-producers Sharon Kobold and Jack Bonafede (Papa Jack), and said, ‘What do I have to do to be you?’ I took heed, and it worked. I did open houses every weekend and did up-desk as much as I could. My first year I was Rookie of the Year and then was a top agent in the years after that. This isn’t a business where you get handouts. You have to work for it. But I believe this is where God wanted me to be, and I love it!” Eventually, Yolie’s path intersected with that of her now dear friend and business partner, Jennifer Puglisi (love names Jenny and Pita). “She owns the RE/MAX

Champions office on South Mountain Avenue. I came over to her office in 2011, and from the moment we met, we became like sisters. I’m like the older sister she never had, and she’s like the wild younger sister I never had. She took me to dinner for my birthday that year and said if I ever wanted to open an office, she’d do it with me.” In 2014, Yolie and Jennifer partnered to open a second RE/MAX Champions office, with Yolie as manager. From the beginning, Yolie set out to create something different – an experience unlike that inside any other real estate office. “My goal in setting up the office was to make it feel like a home. Our office has such a beautiful feel. I want people to feel love from the moment they step in. I carefully selected the décor and wall colors. There are always candles burning, and there are real towels in the bathrooms. There are also scriptures displayed around the office. We have a community board where we post all the things we want to help with, different organizations that we’re going to be assisting. This is more than a real estate office. We’re creating community.”

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More Than a Real Estate Office Yolie’s team has grown to more than 30 agents, all of whom share her commitment to real estate excellence and community service. As a leader, she creates a supportive and progressive environment where people thrive. She is a student of real estate trainer Brian Buffini, and she sets the example by putting her priorities in their proper order: God, family, business. “I do accountability with my agents, and I try to come up with ideas and resources to set them apart. I’m accountable to them, as well. I love teaching and sharing my knowledge of contracts that I bring with me from my legal career. The fact that I’m also out there taking care of clients helps me to be a better manager, as well. I face the same challenges they do. I know I can’t have a bad day, because I’m the leader. It will have a domino effect on everyone else, including clients.” She continues, “I love my staff. Pamela Garvin (love

name Pamee) and Lisa Dorman are so important to my success and the success of our office. I’d have nothing without those two faces of my office. They are both so positive and great with people.” People are Yolie’s priority in every aspect of her business, and her first concern is building relationships. The result is that most of her business today comes from referrals and repeat clients who know she will always act in their best interests. One custom that sets Yolie apart is her practice of praying with her clients at key moments during their transaction, whether it is to seek guidance about making an offer, or to ask for a blessing over the keys to a new home. Regardless of a client’s religious faith, this genuine act of caring creates a bond with others and establishes a feeling of serenity around the weighty decisions clients are making.

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A“I had a Chinese client who was fresh from Shanghai. I don’t speak Mandarin beyond a few words, so I had to pray with her in English about her offer. She is Buddhist, but afterward, she gave me a hug and said it was one of the nicest things anybody had ever done for her. It’s just the way I work. It brings peace over the situation. If they don’t get the house they wanted, it’s okay, because they will get the house God really wants for them.” Yolie’s tireless enthusiasm extends beyond her real estate career to her busy life with Richard and their six sons: Joshua, Jeremy, Elijah, Noah (in heaven), Luke and Seth. She describes herself as “a huge, ridiculously die-hard Oakland Raiders fan,” as well as a fan of the Dodgers, the Lakers, and a whole host of other sports and teams. She is a lifelong soccer advocate who gave up softball to begin playing soccer at the age of 30. Yolie has invested significant time and resources in the sport, supporting her sons at Claremont High School and the Foothill Storm Soccer

Club in Claremont, where she holds office as executive vice president. During her tenure with the club, she created opportunities for local disadvantaged youth from Pomona and Ontario, with the assistance of President Brian Dorman, who also coached 3 of her boys, and Claremont High School Coach Fred Bruce Oliver. Together, they helped numerous young men go on to play for local and out-of-state colleges. Helping these boys to create goals beyond soccer was something very important to her and her coaches. In all areas of her life and business, Yolie is a force for positivity and progress. She has made RE/MAX Champions more than just a real estate office; it is a place where dreams come true. With her faith in God and devotion to her family as her key motivations, she says, “I know if I get up every day and accomplish something, I can be a blessing to someone else.”

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YOLANDA ANDRADE RE/MAX Champions 1071 East 16th Street, Upland, CA 91784 Tel: 909-841-6737 - Email: Yolie@YolieAndrade.com Web: www.yolieandrade.com & remaxsellsmorehomes.com CalBRE # 01748163

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How Can You Improve

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eople who talk themselves out of sales do a vast majority of the talking and a minority of the listening. But people who use their brains instead of their mouths do a vast majority of the listening and a minority of the talking during the Probe step. Listening is a skill that can be learned and can also be continuously improved, but most of us have never been trained to listen. For example, which do we do most during the day, read or listen? Most of us generally listen more than we read, yet how many listening skills have we been taught? Here are some pointers that can help you sharpen your listening skills: Open your mind and ears – be receptive to the messages the person is giving. Start listening from the first word and give the person your undivided attention. Focus on what is being said. Avoid trying to figure out what the person is going to say; you may miss what he or she actually says. Don’t try to read your own meanings into what you think the person is saying. Actively assist the other person in conveying his or her meanings accurately to you. Never interrupt! It cuts off the flow of dialog. Besides, it’s offensive and rude.

Use questions to encourage people to talk and to clarify your understanding of what they mean.

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Your Listening Skills? Make notes of important points. Look for connections between apparently isolated remarks. Control outside interruptions and distractions. Get your whole body involved in listening and show that you are paying attention. Look the person squarely in one eye, and use facial expressions and gestures to show that you hear and understand what’s being said. Stay cool! Don’t overreact to highly charged words and tones. Hear the person out then respond. Most people will cool down and begin to talk calmly once their anger and frustrations are vented. Remember, your objective is to listen your prospect into buying, not merely to “get your two cents worth in.” Bill Brooks, CSP, CPAE, CMC, CPCM former CEO of a $300,000,000 corporation and two-time sales award winner from an international sales force of 8,000, Bill has real-world expertise. Bill has spoken or consulted in over 300 different industries while being engaged by at least 150 clients an astonishing six times each. Copyright© 2004, Bill Brooks. All rights reserved. For information about how to bring Bill to your next meeting or convention, contact the Frog Pond at 800.704.FROG(3764) or email susie@ frogpond.com; www.frogpond.com

Written by Bill Brooks ExecutiveAgent Magazine

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Our bone marrow transplant reunion is now standing room only. Each year, City of Hope invites bone marrow transplant recipients and their families to attend the “Celebration of Life” event. It’s a joyous time during which survivors of blood cancers such as lymphoma, leukemia and myeloma embrace their health, their life and each other. It began more than 35 years ago when City of Hope created what is now one of the largest and most successful bone marrow transplant programs in the world. In fact, we’ve completed over 11,000 transplants and, according to national reports, our outcomes are among the best in the nation. The goal of curing cancer isn’t just something we work at. It’s what we live for. If you have cancer, make us your first call. Or ask your doctor for a referral. We accept most insurance. 800-826-HOPE

COH-0726_BMT_Hem_fp_4c_ExecAgt.indd 1

WE LIVE TO CURE CANCER. Science saving lives. cityofhope.org/bmt

11/25/13 6:02 PM


A NIGHT IN SANTORINI friday, january 13, 2017

The installation of Rob morel and the 2017 board of directors schedule 4:30 pM COCKTAILS & CASINO 6:30 PM dinner & program Dj and dancing to follow

south bay association of realtorsÂŽ 22833 arlington ave, torrance, 90501

cocktail attire requested please rsvp to Nikki Vasquez BEFORE 1/6/17 at: nikki@southbayaor.com


EA

Call-Killing Phrases

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good time to talk?” Only someone making a sales call would use this language, and it’s all too easy for your prospect to respond negatively.

Because “How are you?” is so commonly used, how often have you started your introductory calls with this phrase? If you do use this phrase as an opening for your introductory call, please stop immediately. It’s an introductory call-killer, and this is why:

I know that many of you reading this will argue, “Wendy, it’s polite. It’s polite to say, ‘How are you?’ as a greeting and it’s polite to ask permission to speak.” There are, however, many ways to greet a prospect saying “hello” works just fine. It is also equally polite to simply introduce yourself and get to the point. This is not only polite, it’s respectful of your prospect’s time, it’s more effective and it allows you to retain control of the conversation.

ow often have you started a call to a friend, family member or business associate with the phrase, “How are you?” I’m willing to bet the answer is a lot. I know I say it frequently. It’s commonly used as a greeting, as a “hello.”

1. If you ask this question, you must be prepared for the answer. What if your prospect answers, “I’m having a lousy day. My back hurts, I have a cold, I hate my job and my wife left me yesterday”? Do you really care? Is this the reason for your phone call? 2. You lose control of the call. (This is probably the most important reason.) If your prospect does respond, “I’m having a lousy day. My back hurts, I have a cold, I hate my job and my wife left me yesterday,” how are you going to get the call back on track? 3. It’s a set up, a tip off to your prospect that you are making a sales call. It gives your prospect the opportunity to say, “I’m busy. What do you want?” (See number 2 above.) Similar issues apply with the introductory call-killing phrases, “May I have a moment of your time?” and/or “Is this a good time to talk?” With both of these phrases, you lose control of the call right at the beginning, before you’ve had a chance to say anything at all. If the prospect answers, “no,” the call is over. These are also both tip off phrases. Friends, family and important business colleagues would probably not say, “May I have a moment of your time?” or “Is this a

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In order to be truly effective prospecting or selling by phone, it is imperative to control the conversations you have with prospects. You want to set yourself up to have the best possible conversation that you can have with any given prospect. While it is true that not all prospects will respond badly to the above phrases, why take the chance? Why risk blowing a lead at the beginning of the call if something as simple as not starting out with, “How are you?” can totally eliminate that possibility? Say hello. Introduce yourself. Get to the point and say what you have to say. Then ask for what you want. This is the formula for a successful introductory call. Save the “How are you?” question for those whose answers really interest you. Wendy Weiss, “The Queen of Cold Calling,” is a s.ales trainer, author and s.ales coach. Her recently released program, Cold Calling College, and/or her book, Cold Calling for Women, can be ordered by visiting http:www. wendyweiss.com. Get Wendy’s free e-zine at http://www. wendyweiss.com. Copyright© 2007, Wend Weiss. All rights reserved. For information contact FrogPond at 800.704.FROG (3764) or email Susie@FrogPond.com; http://www.FrogPond.com.

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EA

Seeds Of Change

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efore you freak out - this is SO not about politics. It’s about the only sure thing in our lives before death and after taxes. For most people ‘change’ is a scary word particularly if you work for a company that goes through reorganization and mergers. You’re fine with that warm fuzzy cubicle decorated with family photos, the regular pay check and your water cooler buddies. Sure you’d like more money and perhaps more job satisfaction and maybe more recognition for all you do, but hey, it pays the bills, right? The thought of stepping outside your comfort zone to change jobs is too scary for words so you don’t try. As a keynote speaker at conferences it’s my job to inspire and encourage people to be all they can be and achieve success in their lives. I’ve spoken to diverse groups ranging from 25 year old office admins to 60 year old entrepreneurs and I discovered a common denominator about change that impacts everyone. It’s a powerful, grossly underestimated tool we can all use to achieve goals, realize dreams, be more productive on the job and create a pleasant work environment. (Translation: Cha ching!) Curious? Read on… Twenty odd years ago as a professional entertainer from Australia, I was playing the piano at the Shangri-La Hotel in Singapore. (Don’t be too impressed – it wasn’t like being on American Idol!) Life was good. My picture was in the local newspaper every week and I was almost a Diva in my own mind lol. It was that big fish in a small pond thing working for me….however the pond was getting smaller and starting to smell a tad fishy. I wanted to go to America but there was one major problem: I didn’t think I was a good enough musician. I lacked the self confidence to even attempt to take the next step. (Sound familiar?) The most popular song in Singapore at that time was “Don’t Cry For Me Argentina” by Andrew Lloyd Webber from his Broadway musical “Evita”. One night after I played that song the entire room of 150 people burst out into thunderous applause. This was totally unexpected since I hadn’t paid any attention to what I was doing. I was glowing with the instant gratification this brings and determined to maintain the excitement of the moment by playing an audience participation song with everyone clapping along. They did. Woo Hoo! Big fun! Suddenly a man came up to me at the piano and rambled on about how well I had played “Argentina”blah, blah, blah. I was ticked. How could this dufus have such bad timing? Couldn’t he see I was busy being a Diva? In no uncertain

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Aussie terms I told him to buzz off. He then apologized and introduced himself as… Andrew Lloyd Webber. No kidding. He was the real thing. Have you ever wanted to take back your words and be instantly kidnapped by aliens? Do you realize what a tremendous impact words have on our lives? Words are seeds for change. Andrew Lloyd Webber’s few words of praise changed my thinking. They instilled belief in myself and helped realize my dream of coming to this great country. Change your mind, change your life! Words are a powerful tool that can be used creatively or destructively. What are yours doing? Maybe the changes your company is going through are a golden opportunity for you to get a grip on that dream job. Who can you talk to that will support you? If you’re the boss reading this - think about giving an employee a huge boost with a compliment on her work efforts. Then give yourself a pat on the back ‘coz you just gave your company a huge boost in productivity. People work harder for people they like. Got it? Oh, by the way, please don’t send this to Andrew Lloyd Webber’s publicist. Theresa Behenna has been delighting audiences at meetings and conferences for over a decade by combining her talent as a world class pianist with Aussie humor and a timeless message. Her uplifting, humorous keynotes have been widely acclaimed by a variety of organizations as being unique, inspirational, fun and memorable. Theresa is a professional member of the National Speakers Association, founding member of the Australian-American Chamber of Commerce and former President of the Piano Entertainers Guild. In 2007 she was awarded the John Wolfe Award for speaking excellence by her peers at NSA-Houston. Theresa is a contributing author to the anthology “Rekindling the Human Spirit” and resides in Houston where she has yet to master the art of sounding Texan. © 2008, Theresa Behenna. All rights reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

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Written By Theresa Behenna

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EA

Three Wild Ideas To Help You List And Sell

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hen dealing with listing prospects, share information about the number of buyers in various price ranges. This sets you apart from the competition and provides the seller with important market information. First, do your homework. Divide the specific market area you serve into specific price ranges or price bands. For instance, under $100,000 might be one price band, from $100,000 to $124,999 might be another, from $125,000 to $150,000 might be the third, and so on. The price bands which you select, will be determined by the market you serve. Next, research the number of closed transactions per price band in the last six months. Divide the total number of closings in each price band by six. The resulting number is the average number of buyers per month in each price band. Put this data in chart form showing number of buyers per price band. You can also calculate number of buyers based on pending statistics for a more current look at the market activity. Show sellers the actual number of buyers in a specific price range and talk about the number of properties competing for those buyers. This information can make your sellers more realistic about market activity, price and selling time. Using the “number of buyers per month” terminology rather than “number of sales” is a more powerful way to explain level of demand to a seller. Idea #2: Enlist the children’s help to keep your listings looking spiffy. Sign them up for your neat kids club. Have you ever had a listing or shown a home where the children’s rooms looked like a whirlwind had blown through -- toys in a jumble or dirty gym clothes hanging from the room’s light fixture? Here’s an idea to encourage the small children who live in your just-listed properties to clean up their act and help you sell the house. Initiate a NEAT KIDS CLUB. Explain to the whole family how essential it is that the house be neat and clean in order to show well. Then let the children know how important it is that they do their part. Ask them to join your NEAT

KIDS CLUB. In return for their commitment to keep their rooms tidy, present them with a Neat Kid certificate (make these on your computer). Then every couple of weeks until the home sells, send the kids a funny thank you card, or other small thank you item. Let the kids know they’re important in helping sell the house and they’ll be neat kids. (Parents will appreciate this, too and view it as added value service!) Idea #3: Develop a sweet technique for clearer communication with buyers. Ask, “What’s your favorite ice cream flavor?” You probably know the old technique of giving a carton of ice cream to prospects who visit your open house. This sends them scurrying home to put the ice cream in the freezer rather than going on to meet other agents at other open houses. A top sales associate in the Buffalo (NY) area has developed another ice-cream related technique which he says gives him specific feedback about how well his buyer prospects like the homes he shows them. He asks his prospects, “What’s your favorite icecream flavor?” If, for instance, they tell him, “maple walnut,” he says, “As we look at houses, I want you to tell me how close each house is to maple walnut.” Houses they’re not impressed with become “plain vanilla” while one they like a bit better becomes “maple, but with no walnuts.” Until, ureka! They find the maple walnut house. “The ice cream analogy makes it easier to get meaningful feedback,” says the top producer who originated the ice cream approach. “Making a game of it seems to reduce the pressure and open up communication.” Laurie Moore-Moore is the real estate industry futurist guru. She has her finger on the pulse of today’s changing real estate business. Laurie is copublisher of REAL Trends newsletter. For information on Laurie’s speaking and consulting services, please contact The Frog Pond Group at 800-704-FROG (3764) or e-mail susie@frogpondgroup.com.

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