JULY 2016 CALIFORNIA

EXECUTIVEAGENT MAGAZINE

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LIZ RYAN Executive Agent of the Month

Inside Features: Blanca Arellano Adams Prudential California Realty Kerri & John Adams Realty ONE Group Bobbi Caves Keller Williams Realty

Executive Agent of the Month

21 19 Liz Ryan Surterre Properties

Professional Profiles

14 Blanca Arellano Adams

Prudential California Realty 4

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6 Kerri & John Adams

Bobbi Caves

Realty ONE Group

Keller Williams Realty

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July, 2016 - California Edition Editorials

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E XECUTIVE AGENT

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Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 366-3349 Fax: (949) 266-8757 FArrias45@gmail.com www.EACal.com

The Thinker Leadership

Style -Tony Alessandra

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A Team Is More Than A Group of People -Patricia Fripp

ADVERTISERS’ INDEX Benchmark Mortgage...........................................2

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Six Powerful Prospecting Tips -John Boe

Finance of America Mortgage...........................29 i Photography Studio.............................................25 Kinecta Federal Credit Union...............................40 PWAOR...................................................................28

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Patterns Of Buying -Linda Brakeall

SBAOR....................................................................39 The Termite Guy......................................................3 Ticor Title Company....................................................38

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The Best Little Sales Book in the World -Bill Brooks

Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Lalaena Gonzalez–Figueroa, Shannon Hartsoe, Haley Freeman, Julie Brown

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Speed, Convenience, Choice -Saul Klein

© Copyright 2016 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.

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The Time to Act -Jim Rohn

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Written by Haley Freeman

The Adams Team EXPERIENCE THE DIFFERENCE

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erri Adams and John Adams are a mother-son real estate team that is continuing a tradition of professional excellence in Orange County begun

by Kerri’s mother, Kathie Peterson, over 40 years ago.

They share more than 30 years of combined real estate experience and a well-defined set of family values that govern their dealings with clients and colleagues alike, making the experience of buying or selling a home with them extraordinary.

Kerri’s mother became a Realtor® when Kerri was only 10 years old. Kerri loved helping out by distributing flyers in the South Orange County neighborhoods where Kathie did business and playing hostess at open houses. “I started learning really young, and I loved it,” Kerri says. After she graduated from UCLA, Kerri obtained her real estate license in 1988, and teamed up with her mom. “I learned so much from her,” she continues. “I know so many agents in this area because I grew up with them, and they all respect my mom.”

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John says real estate really got his attention when he was 16. In his senior year of high school, he had the foresight and dedication to begin taking courses at local Saddleback College, so that he was a licensed Realtor® by the time he turned 19. Rather than going to work with Kerri right away, he went out on his own for the first year and began networking and refining his real estate education. Today, in addition to working in real estate full-time, John is a senior completing his bachelor’s degree in business communications at Arizona State University online.

The traditional values of customer service and communication remain the focus of the Adams Team. They want every client to feel like they are the only client. When clients hire the Adams Team, they get the people behind the name. Both Kerri and John make a practice of showing up together for every listing appointment and every open house. They are available to clients every day and around the clock, ready to answer questions or deliver updates, because they take pride in delivering on what they promise.

Kerri’s success through all kinds of markets gives her a perspective that can only come with experience. “Our ultimate goal is to sell our clients home and help our buyers find the right home,” she says. “When someone hires you, it’s your job to get their home sold; you can’t blame anyone else. Sometimes you have to think outside the box to get it done. With my experience I can pretty much handle any real estate scenario that comes up.”

John’s youthful energy and familiarity with technology are tremendous contributions to the partnership. He is making the most of the technological assets at Realty ONE Group, and leveraging social media and digital marketing to drive sales. John explains, “The industry has changed so much, so when Kerri and I teamed up, the first thing I focused on was establishing a great website and building our Zillow reviews. Now when people search our name, they find us. Most people who visit our open houses find us through online resources. The courses I’m taking in college have really opened my eyes to things we can implement in our business. It’s a great benefit of continuing my education while I’m working.”

and online exposure, they commonly have 50 people walk through a home, in contrast with the average of five to 10 visitors, and they have recently sold several properties at the first open house. “It’s all about creating a frenzy at the open house so the perception is this is a hot property,” John says.

As long-time residents of South Orange County, Kerri and John are also dedicated to making their community an even better place for everyone to live. They support numerous causes and are always eager to get involved when people ask for help and support. John states, “My aunt started a small dog rescue that is a huge success called Lovebugs Rescue.” In addition, he has volunteered with Habitat for Humanity through college. He continues, “The experience was one I will never forget and would like to be a part of in the future.”

This multigenerational family team truly lives up to their motto: Experience the Adams Team Difference. According to Kerri, “We believe our service separates us from a lot of agents out there. It’s very important to read your clients and understand their needs. Buying or selling a home can be very stressful. Often clients are experiencing a major change in their life, and they need to be treated with compassion. We truly care, and we want them to know we are here for them.”

Kerri & John Adams Realty ONE Group 25910 Acero, Ste. 100 Mission Viejo, CA 92691 Tel: 949-939-4158 Kerri@AdamsRealEstateTeam.com John@AdamsRealEstateTeam.com Web: www.AdamsRealEstateTeam.com CalBRE # 01004378 – 01949681

Together, Kerri and John are brilliant at marketing and hosting open houses. Due to their advanced advertising

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Speed, Convenience, Choice

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he Real Estate Professionals and companies that survive the major changes taking place in this industry are those that can quantify what they do and how they earn their money.

One method of doing this is to look at what consumers, not just real estate consumers, but all consumers are looking for today as they shop for products and services.

These items can be referred to as “Consumer Demands” and when you look at what you do, how you do it, and how you market it, bring as many of these driving forces to bear as possible: Speed - think of fast food and 1 hour film developing.

The quicker you can take care of the administrative aspects of a purchase or sale, the more valuable you are.

Convenience - think of Seven Eleven stores. Also remember that people will often pay a premium for convenience. What do you do for the convenience and comfort of your clients?

Choice - the more alternatives initially, the more consumers like it, but then they narrow it down. Don’t we all enjoy choice, from ice cream (31 Flavors) to Coffee (Starbucks). What can you do to give your client more alternatives.

Value-added - people like to get MORE than they pay for, this is value added. Real Estate Professionals provide value added services everyday, but few take the time to reenforce it to their clients. Have you ever cleaned or painted a house for a client after a sale? Helped them move something...or something like that, an extra, that WASN’T in

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the listing agreement but you did it anyway? That’s “Value Added” Discounts - If it is convenient enough, you will use a coupon. Lots of people look for discounts in everything they do. This doesn’t mean you should offer discounts, but you must be aware that for many this is a “driving force” so play to your strengths in your marketing Quality - Are you willing to pay more for quality? Many people are Service - think of Norstroms who prides itself in its service Information - this is the age of information! Consumers won’t by a toaster or a microwave without first buying a copy of Consumer’s Guide”, let alone a piece of real estate.

Make it quick (speed) and convenient for your clients to access lots of (choice) information.

Deliver the above at every available opportunity and your clients will not only love you, they will send you more business.

Saul Klein is a principal of RealTown™, an Internet training, consulting, and publishing company. For additional information, please contact The Frog Pond Group at 800-704-FROG (3764) or email: susie@frogpondgroup.com

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Written By Saul Klein ExecutiveAgent Magazine

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Bobbi Caves or Bobbi Caves, life is an adventure. Whether she is rappelling down a 300-foot waterfall in Costa Rica, hiking the remote hills of Thailand, or helping a

family find their dream home in Orange County, Bobbi meets every day with enthusiasm and anticipation of the grand adventure to come.

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Navigating one of Life’s Greatest Adventures Written by Haley Freeman

Bobbi grew up in a small New York town where her close-knit family provided her with the moral foundation to live a mighty life. Always ambitious, Bobbi graduated early from high school and at only 16 years old began attending community college. She was eager to set out and see what life had in store for her, so it wasn’t long before she was headed off across the country – alone – to finish college at Cal Poly in Pomona. As she said goodbye to her grandfather on his driveway, he gave her this advice: “Keep looking for new opportunities.”

Bobbi took his advice to heart and obtained her real estate license in the year 2000, when the market was thriving. “The inventory was flying off the shelves then,” she remembers. “I thought it was the most exciting thing.

Every time I put up one sign, four more people would call me to list.”

A short time into her career, Bobbi found herself a single mother with a baby son to raise. Real estate was the perfect career, allowing her to earn a prosperous living and still be a good mom. “Working late at night on contracts after my son went to bed didn’t bother me. I like working 24-7. A nine-to-five job just isn’t my thing. I love that in real estate, every day is exciting and different.”

Bobbi continued her positive momentum even when the market took a downturn. She merely changed her focus to REOs and teamed up with a partner who had a bank relationship. “I was the buyers’ agent for all of his REOs. At one time, I was voted the number one agent in Santa Ana. It was a super busy time and a completely different kind of sale. It was fun to learn something new, and I feel like having that experience helps me to remain level-headed in any market.”

Bobbi joined the widely-respected Stepanian Group at Keller Williams in 2015. “I met Esther, and she said they were looking for a buyers’ agent. I knew the reputation that she and Fred had built in the Irvine area and thought it would be the perfect fit for me. So far, it has been. It’s wonderful to be part of such a professional company and team, where there is always someone to back you up. We have a gorgeous office that is always open to our clients

and the positive name recognition of Keller Williams that clients trust.”

Bobbi has many years of experience working throughout South Orange County, and she is very comfortable assisting buyers in the Westpark community of Irvine where the Stepanian Group does a high volume of business with foreign clients. Bobbi’s global expeditions are a tremendous asset to her in relating to the high number of Asian clients she encounters there. “I love working with foreign buyers. The reason I travel is to get immersed in culture. Every time I work with a foreign person, I want to hear about where they’re from. It helps me to identify their values and what they will be looking for in the perfect home.”

Real estate is the ideal profession for this daring, spontaneous lady, who balances her personal and professional life in such a way that she gets the most out of every day.

Her son, now 15, is a student at South Orange County School of the Arts at Dana Hills High School. He is a talented visual artist whose pictures fill Bobbi’s walls. He is also Bobbi’s favorite traveling companion, and together they are conquering the world, one continent at a time.

Bobbi’s love of people and zest for life are authentically conveyed in the way she helps people to navigate one of life’s greatest adventures: buying the home of their dreams. “I don’t think of it as a job,” she says. “I think of it as a lifestyle. When I bring a client to view a home, I want to be the first one inside because I’m so excited to show them. I’m the person in the other room saying, ‘Guys, hurry! You have to come and see this!’”

Bobbi Caves Keller Williams Realty-Fred Stepanian 4010 Barranca, Ste. 100 Irvine, CA 92604 Tel: 949-230-4080 Email: bobbicaves@gmail.com Web: www.fredandesther.com CalBRE # 01309394

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The Thinker Leadership Style

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f You’re a Thinker...Your high standards are a twoedged sword. Your employees are inspired by your quest for excellence, but often they feel frustrated because they can never quite seem to please you.

One of the best things you can do is lessen and soften your criticisms spoken or unspoken. You can seem so stern sometimes!

Ease up on your need to control. Walk around and spend more time with the troops, chatting up people at the water cooler or in the lunchroom.

Wake up to the fact that you can have high standards without requiring perfection in each instance. That’ll take a load off your shoulders--and off your employees, too.

concerns, their strengths and weaknesses, you can get the most from your people as well as leave them more satisfied.

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. This article has been adapted from Dr. Alessandra’s book, Charisma (Warner books, 1998. Dr. Tony Alessandra is recognized

by Meetings and Conventions Magazine as... “one of America’s most electrifying speakers.” Copyright© 2003, 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; http://www.frogpond.com

Whatever your style, being adaptable can help you to build bridges to your employees and make them feel valued. By learning to best respond to their interests and

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Written By Tony Alessandra

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E XECUTIVE AGENT

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lanca Arellano Adams has been a builder of community throughout her career. The Inland Empire is a better place to live because of her leadership in promoting profitable businesses, secure homes and

jobs, and stable families. For 16 years she has committed herself to helping families make an investment in the right home, procuring for themselves a foundation upon which to build their financial future.

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Building Community Blanca began her career as chief administrative officer for the Inland Valley Economic Development Corporation, a nonprofit organization dedicated to business expansion and relocation throughout Southern California. She became the youngest woman to head such an organization when she was elected as CEO in 1994. During the market downturn of that era, many area neighborhoods were negatively impacted by the high number of home foreclosures. She explains, “Homes were being broken into, and there was drug activity. We became certified through HUD to acquire, rehab and resell their uninsurable properties.” Blanca developed a unique understanding of real estate through her participation in that process, and in 2000 she obtained her license.

Blanca’s whole life changed in 2001 when she married her husband, Ray, and entered real estate full time. She still works diligently to live up to her motto: My Goal is Your Success. Blanca is well-qualified to advise her clients about the economy and market conditions, helping them to formulate a real estate strategy that addresses their short and long-term needs.

Blanca has a keen understanding of mortgage financing, and she is well-versed in down payment assistance programs. She can help buyers to evaluate their readiness for a loan and ensure that they are getting the best possible terms for their circumstances. She is also knowledgeable about area neighborhoods and schools, and can educate buyers about the community that best fits their family and lifestyle.

Blanca brings tremendous value to sellers by assisting with all of the details that will make their home outshine the competition. She is currently promoting a campaign she calls “Happy Sellers. It’s all about focusing on people, not the transaction. In addition to beautiful marketing and a well-thought-out selling strategy, I help with staging, cleaning and repairs – all of the things that give a seller anxiety and stress. I want to make sure they get top dollar for their home and don’t have to worry about a thing.”

her four siblings on her own. “She has been my guiding light. She went to night school and got her GED, and then she worked hard to provide for us. My confidence to apply for the CEO position when I was only 27 came from my mom’s example and the mindset she instilled in us when we were young. When you have the support of the people around you, it brings out the best in you.”

Blanca and Ray have a seven-year-old daughter, Amanda, and together they share a life governed by their commitment to faith, family and community. They are both graduates of the School of Ministry, and serving others is a central part of their lives. “I still love nonprofit work,” Blanca says. “I’ve been a Rotarian since 1994, and I’ve served on the boards of a number of organizations including the Girl Scouts, United Way and the Inland Valley Hope Partners. We also try to include Amanda in the things we do. We adopt a family every Christmas, and she helps us wrap and deliver the gifts.”

Among Blanca’s many professional qualifications, she is also a Dave Ramsey Endorsed Local Provider. “He endorses trusted advisors in various areas, and I am one of those. It is a big honor for me.” Blanca was also recently recognized among the top three percent of Prudential agents in the nation.

Blanca loves her work, her community, and the people within them. “When you’re doing worthy work that you’re passionate about, it makes everything in life worthwhile. I want to make a positive impact on the people around me.

I believe that owning a home is one of the most critical steps to building stability for a family and their wealth for generations to come. Real estate may be the starting point, but my goal is to help people in all areas of life and develop a lasting relationship with them.”

Recently, Blanca sold a home for a client who had previously talked with three other agents about listing.

“If I’d chosen them,” he said, “I’d have sold my home for $40,000 less. You were so positive and optimistic, and you did it!” These are the results that make Blanca’s clients her clients for life.

Blanca says her inspiration to succeed comes from her mother, who after her parents divorced, raised Blanca and ExecutiveAgent Magazine

Blanca Arellano Adams, Realtor® Prudential California Realty 12335 Baseline Road, Ste. 101 Rancho Cucamonga, CA 91739 Tel: 909-262-8844 Email: BlancasProperties@gmail.com Web: www.BlancasProperties.com CalBRE # 01291487

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The Time to Act

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ngaging in genuine discipline requires that you develop the ability to take action. You don’t need to be hasty if it isn’t required, but you don’t want to lose much time either. Here’s the time to act: when the idea is hot and the emotion is strong.

Let’s say you would like to build your library. If that is a strong desire for you, what you’ve got to do is get the first book. Then get the second book. Take action as soon as possible, before the feeling passes and before the idea dims.

If you don’t, here’s what happens - You Fall Prey To The Law Of Diminishing Intent We intend to take action when the idea strikes us. We intend to do something when the emotion is high. But if we don’t translate that intention into action fairly soon, the urgency starts to diminish. A month from now the passion is cold. A year from now it can’t be found.

So take action. Set up a discipline when the emotions are high and the idea is strong, clear, and powerful. If somebody talks about good health and you’re motivated by it, you need to get a book on nutrition. Get the book before the idea passes, before the emotion gets cold. Begin the process. Fall on the floor and do some push-ups. You’ve got to take action; otherwise the wisdom is wasted. The emotion soon passes unless you apply it to a disciplined activity. Discipline enables you to capture the emotion and the wisdom and translate them into action. The key is to increase your motivation by quickly setting up the disciplines. By doing so, you’ve started a whole new life process.

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Here is the greatest value of discipline: self-worth, also known as self-esteem. Many people who are teaching selfesteem these days don’t connect it to discipline. But once we sense the least lack of discipline within ourselves, it starts to erode our psyche. One of the greatest temptations is to just ease up a little bit. Instead of doing your best, you allow yourself to do just a little less than your best. Sure enough, you’ve started in the slightest way to decrease your sense of self-worth.

There is a problem with even a little bit of neglect.

Neglect starts as an infection. If you don’t take care of it, it becomes a disease. And one neglect leads to another. Worst of all, when neglect starts, it diminishes our self-worth.

Once this has happened, how can you regain your selfrespect? All you have to do is act now! Start with the smallest discipline that corresponds to your own philosophy. Make the commitment: “I will discipline myself to achieve my goals so that in the years ahead I can celebrate my successes.”

Jim Rohn knows the secrets of success - in business and in life. He has devoted his life to a study of the fundamentals of human behavior and personal motivation that affect professional performance. He can awaken the unlimited power of achievement within you! Reproduced with permission from the Jim Rohn Weekly E-zine. Copyright© 2006, Jim Rohn. All right reserved. For information about Jim’s keynote presentations and seminars, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com http://FrogPond.com

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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: FArrias45@gmail.com Tel: 949.366.3349

Name_______________________________ Company___________________________ Phone______________________________ Email_______________________________

Cover Story

LIZ RYAN Executive Agent of the Month

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LIZ RYAN Your South Orange County Realtor® Written by Haley Freeman - Ian Wiant Photographer

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hen people meet Liz Ryan for the first time, they are quick to recognize that they have encountered not only a quality Realtor®, but an exceptional human being. That is because Liz does more than deliver first-rate real estate representation. She shares her authentic self, a self that is bound by integrity and motivated by serving others.

Liz has always been a go-getter who sees opportunities in life rather than obstacles. She grew up in a close-knit Italian family in New York where she learned the high worth of relationships and the value of hard work. She had her first job at 15, a precedent continued by her own two daughters.

“I think the kind of culture I came from taught me to put your heart and soul in everything you do and always treat others the way you would like to be treated. Where I grew up, everybody was close. We treated everyone like family.

I learned loyalty, even with people I’m not related to.”

Liz moved to Atlanta with her family where they opened an Italian Restaurant and a Pizzeria. Soon after, Liz began working in property management for luxury, resort-style communities. She excelled at her work, where her gift for connecting with all kinds of people combined with her conscientious attention to detail resulted in satisfied clients and many offers of employment from the Realtors® she encountered. She knew that eventually, a career in real estate would be hers, but the timing was not yet right.

In time Liz married and relocated here to Irvine, California. Once here, they bought and then sold a home and with each Realtor® they had a disappointing experience. “We bought our first home out of foreclosure, and we had zero guidance. It was clear we had no one looking out for our best interests. What I learned is that these people were just doing a deal, and that was it. It was very impersonal and scary at the same time.”

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As circumstances changed and Liz found herself a single mother with two daughters to provide for, she knew it was time for her to get her real estate license. “There was no fear in me that I wouldn’t be successful at it. My previous experience with contract negotiations and connecting with people helped me to hit the ground running from the start, and my career has flourished ever since.”

Liz’s tenacity and ambition carried the day. She has now been an Orange County Realtor® for 15 years, has garnered numerous industry accolades and has made a name for herself as a top producing agent. Her repeat and referral-based business is a testament to the standard of care and integrity with which she has served the community all along. To this day, she remains a close friend with the first client to whom she ever sold a home.

Even during the challenging days of the downturn, Liz continued to thrive. She became a certified short sale and foreclosure specialist and helped many families who trusted only her to get them through harrowing times and back on a path to financial stability.

“For me, it’s all about relationships. I make sure from start to finish that whatever my clients choose is a smart move for them, they are acting at the right time, and the property is a good investment for them.

Knowing the communities is key, and I pride myself on being very knowledgeable on several communities, allowing me to present options to my clients that would best fit their needs. I’ve lived in a number of these communities, and my children have attended schools in these areas.”

Liz’s area expertise is further enhanced by the outstanding support and leading edge industry resources at Surterre Properties. The company’s award-winning, inhouse advertising agency is unparalleled in the industry, and ensures that Liz’s marketing collateral and online presence have the panache to stand out from the competition. “We are light years ahead of the competition.

Even other agents in the area tell me how they admire our marketing pieces,” Liz said.

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A Genuine Professional Liz started off working in the Irvine area. But when she began encountering clients who wanted a bit more space for their money while still having access to a great school system, she introduced them to communities in the Saddleback Valley area, such as Foothill Ranch, Rancho Santa Margarita and Mission Viejo. “It has really become an extension of Irvine. I made the move myself almost 13 years ago, and I know how good the school system and community services are,” says Liz. Her business now is primarily focused on the communities throughout Saddleback Valley in South Orange County.

Liz has always had a passion for helping animals and invests in her community by supporting local animal rescues. She has three rescue dogs and keeps a link on her website directing people to pet adoption resources.

According to Liz her business is just about evenly split between sellers and buyers. As a result, she understands what sellers expect and what buyers are currently looking

for in her market, and she can anticipate their concerns and priorities ahead of time. Liz says that unless she absolutely has to, she never puts a house on the market until it is in “buyer love ready” condition. “I know what buyers are looking for, and I take time to explain that to my sellers. I’ve created a team that includes a landscaper, stager and painter. These three things are essential for almost any house to get it looking turnkey. My stager will come in and determine if we just need to move the furniture around or add art and accessories. I take care of that, and I don’t pass the buck to the seller. Utilizing my team for my listings ensures the homes are prepared for a successful sale, resulting in a quick sale for top dollar.”

Liz is also an Accredited Buyers Representative (ABR). When buyers work with her, they know they are hiring someone “who went the extra mile to learn how to represent their best interests.” Her regular work with sellers also helps her to formulate solid offers that get accepted.

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Liz recently expanded her real estate operation to include a client concierge and a business manager. Her team members are there to enhance quality of service and give Liz more freedom to be hands-on with every client. She also employs a business coach to help her run her business more efficiently. “I’m able to network and participate in mastermind groups with top agents all over the country, allowing me to keep learning and advancing in all areas of my business.”

Here are just a couple of her many outstanding five star reviews on Zillow: “I was moving out of the area and Liz Ryan was referred to me by a friend. My home sold in less than two weeks while other listings on my street remained on the market. I found Liz to be poised, confident and refreshingly straightforward. My home was not a million-dollar home, but she certainly marketed it as if it was. From her staging ideas to professional photography to the stunning color brochures, everything was top of the line. If you want to hire a true professional to sell your home, I recommend Liz Ryan. It

was a great experience working with her and her team of professionals.”

“I highly recommend Liz as an agent. I was impressed with her knowledge of the OC area, her trustworthiness and her sound advice. She listened to our needs and was able to offer a location that we had not considered on our own but completely matched what we wanted in a location and home. She made me feel comfortable and supported.

I could not recommend her more and if I ever have to do this again – she’ll be my first call. Thanks Liz for all you did for us.”

Liz’s authenticity as a person and as a professional is evident in the way she treats others and in the results she creates in her life and business. “I’ve never had to up my game to compete with the competition,” she says. “This is who I’ve always been. I evolve with different markets and strategies, but I’ve always been consistent.” For Liz, that means being consistently true to herself and her clients.

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LIZ RYAN, ABR, SFR Surterre Properties 3877 Portola Pkwy.

Irvine, CA 92602 Tel: 949.933.0702 Email: LRyan@surterreproperties.com Web: www.LizRyan4Homes.com CalBRE # 01323892 ExecutiveAgent Magazine

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A Team Is More Than A Group of People

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hen John Amatt led the 1982 Canadian team on a successful Mount Everest Expedition, only three people reached the summit. Many climbers who were part of the team, whose lifetime ambition was to stand on top of Everest, made the conscious choice to stay in the base camp. Why? Because they knew the effort was likely to fail if everyone tried to make it. They chose to forego their individual dreams in favor of helping the team succeed.

This wasn’t John Amatt’s first time to plan an Everest expedition. Ten years earlier, with one of his friends from Norway, he had gathered a team of world- class climbers from many different countries, for the challenge. But at the last minute, he backed out. Officially, it was to get married. “But that was just an excuse,” he said later. “I knew that, despite having the best climbers in the world, this expedition would not succeed. Everyone wanted to reach the top for their own glory or that of their country.

No one seemed willing to make decisions for the good of the team.”

His fears proved founded. Not only did the team not cooperate to make it to the top, at one point these sophisticated expert climbers even indulged in a rockthrowing fight.

A “team” is not just people who work at the same time in the same place. A real team is a group of very different individuals who share a commitment to working together to achieve common goals. Most likely they are not all

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equal in experience, talent or education, but they are equal in one vitally important way, their commitment to the good of the organization. Any group of people -- your family, your workplace or your community -- gets the best results by working as a team.

I believe that all of us want to be part of something bigger than we are. Team relationships fulfill that basic need.

They are an immensely powerful force, yet they always need to be nurtured. Be sure to show each team member exactly how far reaching his or her contribution can be.

The team, each member, and the larger organization will enjoy greater enthusiasm and ultimately greater success.

What makes a team? Individuals who are not equal in talent, experience or education, but equal in commitment.

It is not realistic to think we can live or work with others without some conflict, but by communicating about the differences, focusing on the common goals and not throwing verbal rocks, we will make great strides.

Patricia Fripp, CSP,CPAE is a professional speaker on Change, Teamwork, Customer Service, Promoting Business, and Communication Skills. She is the author of Get What You Want! And, a Past-President of the National Speakers Association. Copyright© 2006, Patricia Fripp.

For information about Patricia’s Keynote presentations, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com http://FrogPond.com

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Written By Patricia Fripp

ExecutiveAgent Magazine

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The Best Little Sales Book in the World

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s a professional salesperson I invariably find myself gravitating towards books, tapes, audios and videos that allow me to improve my selling skills. Perhaps I should read more novels, thrillers or even books about our local Triad history.

Unfortunately, I am a real sales and personal improvement junkie - in fact I own over 2,000 books related to sales and personal growth! I was recently browsing my personal library and came across a book that is, truly, one of the absolute best I have ever read on sales.

Originally published in 1992, it is titled Questions That Make The Sale and the author is a good friend of mine, Bill Bethel. In this little jewel (196 pages) Bill reveals all the secrets. A true sales genius, Bill Bethel believes what I, too, believe. And that is this - questions make the sale. Not flashy presentations (remember the movie Robocop?), not scores of “closing skills” (remember the movie Tinmen?)... instead, the sale is made with questions.

Bill breaks questions down to 5 basic types. Here they are: • Open-ended questions - “What do you think?”

• Reflective questions - “Let’s see if I’m clear on this. You’re saying that...”

• Directive questions - “Where do you think this would help you the most?”

• Multiple Choice questions - “Red? Blue? Green?”

• Closed-End questions - “Do you understand what I mean?”

This initial breakdown may look familiar to you. But let me ask you this. How often do you utilize them in your day-to-day selling? How often do you find yourself telling, presenting, selling and overcoming objections instead of utilizing just the right type of question at precisely the right time?

Bill goes on to explain that there are 8 classifications of questions.

They are: • Motivation questions - “What do you think you need to get the job done?”

• Prospecting questions - “May I see the owner?”

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• Qualifying questions - “What is your organization’s position in the market?”

• Probing questions - “What problems do you absolutely want to avoid?”

• Presentation questions - “How much time would this save you?”

• Objection questions - “You say it’s too complicated. What do you mean by that?”

• Closing questions - “What do we have to do to get started?”

• Follow-up questions - “Is it performing up to your expectations?”

It is my belief that if every salesperson could simply master the art of questioning, products and services would be sold at increasingly higher volumes and at increasingly higher margins within every organization from coast to coast. Not only here in the Triad.

Here’s my challenge to you. I would like you to do two specific things first, make a conscious effort to observe sales interactions around you and keep a mental log of what you see. How many questions are being asked? Is there a lot more telling and selling than asking? I believe you already know the answer.

Next, I’d like you to take Bill Bethel’s advice. I’d urge you to learn the masterful art of questions. Professional selling is all about asking. Not telling. It’s about working just as hard on the questions you ask as the product you sell. It’s all about discovery and determining needs, motivations, objections, problems, challenges, clarification and more from prospects.

There is little doubt that sales education is sadly lacking as it relates to what really (and I mean, really) does drive the success of a sale. Think about your sales education.

How many of Bill Bethel’s questioning skills have you been taught? How many do you use?

Better yet, how could your productivity improve if you learned them. I urge you to think more about the questions than the answers and you, too, like Bill Bethel, will become a top flight, first class sales professional.

ExecutiveAgent Magazine

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Written By Bill Brooks ExecutiveAgent Magazine

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EA

Six Powerful Prospecting Tips

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or her way to recommend you to a friend or associate.

Most customers are initially reluctant to provide referrals without some basic training and motivation.

The answer to this question is painfully simple; the sixfigure sales reps spend more time on the phone and never forget to ask for referrals!

Once you’re given a prospect, it’s a good idea to take the time to role-play with your advocate to demonstrate how to approach and talk to their referral. A brief roleplaying exercise will build your advocate’s confidence and keep them from over educating their referrals. During your role-play session, be sure to prepare your advocate to expect some initial resistance.

hy is it that some sales reps consistently earn a six-figure annual income while other reps, putting in the same hours, selling the same products and trained by the same sales manager struggle each month financially to make ends meet?

Top producers don’t need to be told to ask for referrals or follow up on hot leads, because they understand that prospecting is a necessity and not just an activity. The good news is that prospecting for new business, like any other skill, can be trained and developed into a habit.

Six Powerful Prospecting Tips to Build Your Business

This training will pay big dividends by making your advocate more effective and less likely to become discouraged when faced with rejection.

Always take the time to thank your advocates and give them feedback on the status of their referrals. I recommend that you call them and then follow up by sending a thank you card and or gift.

Tip One: Don’t Forget to Ask for Referrals.

When it comes to asking for referrals, timing is everything. Research indicates that the most effective time to ask for referrals is right after you’ve made the sale or provided a valuable service for your customer. Asking for referrals prior to closing the sale is a big mistake and may even jeopardize the sale itself. Once the sale has been completed, your customer will be on an “emotional high” and far more receptive to the idea of providing you referrals.

Tip Three: Strike While the Iron is HOT. Prospects, like food in your refrigerator, are perishable and therefore need to be contacted quickly. Each day you let slip by without making initial contact with your referral dramatically reduces the probability of you making the sale. Develop the habit of contacting your referrals within two-business days or sooner.

Tip Two: Train and Reward Your Advocates.

An advocate is a person who’s willing to go out of his

Have a system to keep track of your referrals so they don’t end up falling through the cracks. It’s critical to

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ExecutiveAgent Magazine

EA

Written by John Boe

have a computerized client contact management system to record your remarks and track future contacts and appointments. Relying on your memory alone is a very poor business decision that will cost you dearly.

Tip Four: Schedule a Minimum of Two-Hours a Day for phone Calling.

Make your phone calls in the morning while you and your referrals are both fresh and alert. Treat your prospecting time with the same respect you would give to any other important appointment. This is not the time to check your e-mails, play solitaire on the computer, make personal phone calls or chat with your associates.

Avoid the temptation to try and sell your product or service over the phone. Your objective for every phone call is to create interest, gather information and make an appointment. If your prospect asks you a question, get in the habit of going for an appointment rather than giving a quick response.

Don’t shoot from the hip use a script. It’s important to use a phone script when you contact your prospect so you don’t leave out any key information. It’s a good idea to role-play your script over the phone with your sales manager until he or she feels you sound confidence and professional.

Tip Five: Qualify Your Prospect at Maximum Range.

Unfortunately, not every prospect will be interested or qualified financially to purchase your products or

services. Successful sales reps don’t waste time chasing after low-probability prospects and know when it’s time to cut their losses and move on.

Tip Six: Don’t Take Rejection Personally.

Selling, like baseball, is a numbers game pure and simple. Rejection is to be anticipated as a natural aspect of the qualification process, so don’t take it personally.

Learn from rejection by using it as a valuable feedback mechanism. Salespeople who take rejection personally lack perseverance and seldom make the sale.

For the majority of salespeople, prospecting for new business is without a doubt the most challenging and stressful aspect of the selling process. Selling is a contact sport and daily prospecting for new business is the key to every salesperson’s long-term financial success.

By integrating these six powerful prospecting tips into your daily business routine, you’ll be able to keep your appointment calendar packed!

John Boe presents a wide variety of motivational and sales-oriented keynote/breakout session/seminar programs for sales meetings and conventions. When you book John for your next sales meeting or convention, you get a nationally recognized author, sales trainer and business motivational speaker with an impeccable track record in the meeting industry. © 2008, John Boe International.

All rights reserved. For additional information, contact the FrogPond at 800.704.FROG(3764) or email susie@ FrogPond.com; http://www.FrogPond.com.

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Patterns Of Buying

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here are four common types of buyers out there in buyerland:

1. The Impulse Buyer - sees it & buys it.

2. The Investigator - researches, studies, thinks and buys.

3. The Fooler - researches (for maybe a year) and then one day walks in and buys. Looks like The Impulse Buyer.

4. The Never Buyer - investigates, agitates, & procrastinates. (Every salesperson’s nightmare!)

How do you identify who buys how? Ask questions.

You might ask the prospect directly or you might ask an assistant if the opportunity arises. “I noticed you just got a new phone system. How did that happen?” OR . . . “How did you buy your last car (or computer)?”

• Did some of the B activities, then one day called and had the phones installed the following week. (style #3) • Decided 4 years ago they needed new phones and are still having weekly meetings about it. (Style #4) Once you know the buying pattern you can tailor your presentation and your expectations to that buying style.

The reason so many salespeople - in real estate, mortgages or widgets - get frustrated is because they expect faster decisions. Many people cannot make fast decisions.

Morgan Carter, the Chicago PR guru, says: “Frustration is a function of expectations.” If your expectations are appropriate, your frustration is diminished. Lower frustration means more energy and that equals more sales.

Investigate those buying patterns!

With just a little prompting, people will tell you how they decided they need new phones: • They got out the yellow pages, made three calls, listened to three presentations the next day and had the system in place the following Friday. (Style #1) • They subscribed to Consumer Reports, called every company that made phones, poured over the literature that was sent, listened to 73 presentations, did more research, created a task force, mulled it over, presented 3 options to the president and a year from day one got the phones installed. ( Style #2)

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Linda Brakeall, GRI, CRB, is a nationally recognized expert in sales and marketing for Realtors® and Mortgage industry. She has been speaking professionally speaking, training and consulting since 1992. © 2008, Linda Brakeall. All rights reserved. For information about Linda, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com; http://www.FrogPond.com.

ExecutiveAgent Magazine

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Written By Linda Brakeall

ExecutiveAgent Magazine

37

tech evolution Technology is undoubtedly one of the most important aspects in today's real estate market. It is ever changing and it is imperative that you stay up to date with the most current technology tools and trends. Join us for a FREE morning of essential technology tools and tips to help you take your business into the future.

WEDNESDAY, JUNE 29th 9:00AM - 12:30PM SBAOR 22833 Arlington Aveune, Torrance FREE EVENT (for SBAOR Members Only)

Gina Schreck President, SocialKNX

Rob Morel - REALTOR ® Coldwell Banker Residential

Danny Fredericks - REALTOR ® Tamara Suminski, REALTOR ® Beach Real Estate Group The Real Estate Group

Exploring Your Marketing Universe: The Evolution of Content Marketing - Gina Schreck Nothing has changed sales as much as search, and with the rise of mobile devices, today’s consumers call the shots and set the pace in the sales process. They have already done the research on homes and know all about you and your real estate services before they ever make contact with you, thanks to Google search. Your job is to have enough great content on your sites to attract, inform, and establish social proof to win at the content-marketing game.

Google Hacks You Can’t Live Without - Rob Morel Since it debuted in 1998, Google has quickly risen to be one of the most popular web companies in the world. But that doesn't mean you can't make it better. There are many extensions and programs that innovative developers have built to make using Google more productive and efficient. With them, you can do things you didn't even know were possible.

Retargeting Your Sphere: Staying Connected! - Danny Fredericks Have you considered using Social Media to reach your existing customers or those who visit your website? We all belong to Facebook, LinkedIn, Twitter and Instagram... Why not leverage that network to your benefit! We'll show you simple techniques to create your lists, which you can use to build a bigger audience.

Register at www.SouthBayAOR.com/calendar

Surpassing the status quo.

At Kinecta, we do it impeccably well.

Commitment? We’ve got loads of it.

• Ground-level marketing and sales support – For your clients who are selling their home, 7 days a week.

• Local direct lender means personal attention – We’re within reach and your clients are our top priority.

Value? Now we’re talking.

• First-time buyers – As low as 3% down payment, FHA loans, discounted credit union MI. • Jumbo Loans – To 90% LTV, up to $3 million.

Service? Nothing less than top notch!

• Your clients will be more than customers, they’ll be members. Member satisfaction score of over 85% in 2015!† • Free education & resources – Homebuyer and seller workshops, and homebuyer kit.

Curious? Allow us to share more – Contact us.

Jason Redmond, NMLS# 1234810 Manager, Mortgage Loan Sales tel: 310.643.4667 | cell: 310.871.1673 jason.redmond@kinecta.org www.kinecta.org/jredmond

Duane Reddington, NMLS# 410579 Manager, Mortgage Loan Sales tel: 310.643.2238 | cell: 310.292.7527 duane.reddington@kinecta.org www.kinecta.org/dreddington

Member satisfaction score derived from Net Promoter Score, which measures how likely someone would be to recommend Kinecta.

NMLS (Nationwide Mortgage Licensing System) ID: 407870. Information is intended for Mortgage Professionals only and not intended for consumer use as defined by Section 1026.2 of Regulation Z, which implements the Truth-In-Lending Act. The guidelines are subject to change without notice and are subject to Kinecta Federal Credit Union underwriting guidelines and all applicable federal and state rules and regulations.

10726-02/16

†