Sales Advisors Core Processes

Sales Advisors

Sales Core

Processes

Sales Advisors Sales Processes For:

Community Opening and Closing Checklist Process

Who is responsible: The Sales Advisor

What is the Goal: To ensure the Opening and Closing of each Rockhaven Community is properly followed.

How will we achieve this: The Sales Advisor will use the attached checklist and review at the opening and closing of the Rockhaven Community each day.

Why is this important: To insure that our communities are open during posted hours and that each community is consistent in our presentation to the prospect and realtor communities.

Community Opening and Closing Checklist Process

Reminder: Rockhaven Sales Advisor needs to arrive no later than 15 minutes prior to sales center operating hours. Summer hours: 11am-6pm Monday- Saturday (Begins Daylight savings) and 1:00-6pm on Sunday; Winter hours: 10am-5pm Monday- Saturday and 1:00-5:00pm on Sunday

Opening Checklist

• Arrive no later than 15 minutes prior to sales center operating hours.

• Blow up 3 balloons and install on community entry sign

• Blow up 2 balloons must be installed on interior sales center ID sign in front of the model home.

• Walk the entire community and pick up any and all trash outside of the community.

• Walk all inventory to ensure show ready for the day

• Check all community signage to include entrance, lot signs and interior directional should be straight and accurate

• Sales Office:

• Clean fingerprints and smudges from door to sales center.

• Make sure all trash bins are emptied and trash is disposed in community construction dumpster

• Ensure that all desk area and tables are clean and free from paperwork

• Model Home:

• Turn on all model home lights, including closets, lamps and replace any burnt out bulbs (any light bulb that are not easily accessible, request the project manager to change them)

• Set thermostats: Winter at 70°, Summer at 72°

• Make sure floors are clean and clean with swifter if needed

• Make sure refrigerator is neat and clean (no personal food or drinks are allowed except those placed in the bottom drawer of the refrigerator)

• Check all kitchen and bathroom cabinets and drawers to ensure they are clean neat and orderly. This includes the kitchen pantry where no items or collaterals are to be stored.

• Ensure all blinds are slightly tilted up.

• Fluff all pillows and tighten up all bed linens

• Make sure all knick-knack décor items in appropriate places.

• Ensure all toilet lids are down.

• Check that toilet paper, hand towels, and soap are stocked and available for use

Community Opening and Closing Checklist Process

• Model homes are to be cleaned by the cleaners on Thursday or Friday of each week. If not cleaned please email Sales Manager, VP of Construction and VP of Operations.

• Collaterals:

• Take collaterals out of the after-hours box upon arrival

• Make sure registration cards and pens are easily accessible

• Check collaterals for accuracy

• Order more collaterals when down to 15 packets

Closing Checklist:

• Closing of model home should start no more than one minute after the stated closing hour

• Turn off all interior model lights except for front porch lights and one lamp per floor on front of home

• Place 10 flyers into the after-hours info box (if the community does not have a one page summary flyer, place 10 packets to include #1 cover sheet, #2 builder story, #3 site plan, #4 inventory price sheet stapled together)

• Cut all ribbons and balloons off of community entry sign and model ID sign

• Check all model home doors and windows to ensure they are locked and set alarm before leaving

• Check all completed inventory home to ensure lights are turned off and doors are locked

Completing Competitive Market Analysis Process

Who is responsible: Sales Advisor

What is the Goal: To ensure we are aware of any community/builder that is considered competition to our product and offering in all Rockhaven Communities (including inside our own community builders building on vacant developed lots that we do not own).

How will we achieve this: Each Monday by end of Business, every Community Sales Advisor is to update their CMA with the most current pricing, features, product, incentives, amenities, and previous week’s sales for comparison.

Why is this important: To keep Rockhaven at the best possible market position relative to any builder/neighborhood competing for our buyers.

Completing Competitive Market Analysis Process

• Sales Advisor to update CMA each and every Monday—saving the CMA as a new CMA with the date for each Monday and the Community name. Use current template of the CMA attached.

• Update to include plans, features, pricing, incentives, amenities, hoa fees, and promotions in the weekly update.

• Sales Advisor is to run searches (5-10 mile radius) in FMLS/Gamls also to see if there are any new communities showing up close to our communities that could be vying for our buyers.

• Sales Advisor will visit the competition community and visually inspect the competitor inventory available and pending, as well as closed to confirm what is showing in FMLS/Gamls and from competitor Sales team. (This includes the our community we build in sometimes rogue builders build on scattered vacant lots within our communities we must keep information on these builders).

• Sales Advisor Team should also, while visiting competitor, count home with blinds, private residence signs to confirm homes sold in community.

• Once information for each competitor is updated, Sales Advisor then confirms information is correct on graph for each competitor—list prices and adjusted pricing.

• Sales Advisor then updates the previous weekly sales on the comp Sales tab on cma template attached.

Contract and Addendum Submission and Execution Process

Who is responsible: Sales Advisor

What is the Goal: To ensure Sales Advisor is submitting paperwork consistently and to the procedure we have outlined for approval and execution.

How will we achieve this: By following the steps outlined on the next page, we are establishing the same process for each community to follow for all contract documents.

Why is this important: To keep our contract acceptance and distribution process consistent within all communities and to give our corporate office the most efficient review process for execution of these contract documents.

Contract and Addendum Submission and Execution Process

Sales Advisor write all sales contracts. After obtaining documents within 1 hour of Purchaser signing contract, Sales Advisor will send three separate files of the 1) Contract, 2) Pre-qualification, and 3) copy of the Earnest Money Deposit to the email distribution list - contractoffers@rockhavenga.com. DO NOT INCLUDE THE EV DOCS IN THIS EMAIL.

When submitting contract documents, please use the following formats in the subject line of the email (all caps for the type of document):

CONTRACT/ Name of Community/Lot #___/Buyer’s Last Name

In the body of the email the following should be outlined with answers when sending in a contract for review: Please find the contract attached for the above referenced property. Terms are as follows:

Contract _#__ of _#__ before $_____ price increase

Previous Base Price:

Base Price with Increase (if applicable):

Base Price Increase Entered in IHMS by SA: Yes/No

Seller Paid Closing Cost Addendum Included – Yes/No Preferred Lender – Yes/No

Move-in Package Included – Yes/No

Co-op Agent – Yes/No

Prequalification Letter Included – Yes/No

Earnest Money Received – Yes/No**due within 48 hours of Buyer sign date

Design Center Appt. – Date and Time

Any Special Issues:

Closing Date:

Lender: Name, Phone, Email

Purchasing Manager will review contract margin and after it is approved, the sales contract will be loaded into DocuSign for Seller’s signature. If contract is not approved, Sales Manager will send back a counter-offer to Sales Advisors.

Contract and Addendum Submission and Execution Process

After sales contract is signed by the Seller, an executed contract AND COPY OF THE TRANSMITTAL will be emailed to Sales Advisors to distribute to the email address: signedcontracts@rockhavenga.com with the subject line: “Executed contract /Community name/ lot /Buyer Name” within 48 hours of binding agreement date. Send in for attachments PLEASE INCLUDE THE EV DOCS IN THIS EMAIL.

The below questions must be outlined and answered in the body of the email:

• Community Name -

• Lot Number -

• Is the buyer making selections at the Design Center -

• What is the Date of the Design Center Appointment -

• Has the buyer signed their Exterior Colors -

• What is the anticipated Close Date -

• How has Earnest Money been given to the Rockhaven Homes Office – (no Y/N answers)

• Was earnest money wired to closing attorney?

• Lender -

Earnest Money Procedure:

All earnest money deposits must be sent through earnnest.com.

Please type in the Earnest Money Document.

Wired Monies: Sales Advisor will send an email to signedcontracts@rockhavenga.com of any earnest money checks and wire transmittals being wired directly to Rockhaven Homes right away, do not delay, and include a copy of the Transmittal Form for all earnest monies. If a Sales Advisor has given wire instructions to a homebuyer – the Sales Advisor needs to send the transmittal at the same time to signedcontracts@rockhavenga.com.

Contract and Addendum Submission and Execution Process

All Additional Addendums.

Sales Advisors are to email all needed signed addendums to VP Sales for approval. Once approved, VP Sales will send addendums to be executed to contractoffers@rockhavenga.com.

Subject line to be:

ADDENDUM 00__/Community Name/Lot#___/Buyer’s Last Name/Brief Description of Addendum i.e., Closing Date; Design Center; etc.

After signed addendums are returned, Sales Advisors are to distribute to the email address: signedcontracts@rockhavenga.com

Earnest Money Deposits for Buyers Using Outside Lenders:

All earnest money deposits for buyers using Outside Lenders is $30,000 to be paid at the time of Contract and cannot be split in separate payments. We take a higher risk with Outside Lenders, there is a potential for the closing to be delayed, which ultimately impacts the timeframe in which you are paid. Buyers must sign the Outside Lender Addendum as well.

Please use the following verbiage in a separate Addendum:

All parties agree the that as a result of the Buyer(s) using an Outside Lender, the earnest money deposit is $30,000, does not receive an incentive, and in the event the Buyer does not close on the scheduled date given by the Seller, the Seller at that time will charge the Buyer a non-refundable fee of $250 per day for each day the home does not close. All other terms and conditions will remain the same.

Binding Agreement Termination Submittal Process:

To submit a T & R for signature, please email contractoffers@rockhavenga.com with the subject line: “Termination /Community name/ Lot /Buyer Name”.

Customer Service Survey Expectations Process

Who is responsible: Sales Advisor

What is the Goal: To be able to communicate our Survey process to every homebuyer in advance of their closing on a Rockhaven home.

How will we achieve this: Sales Advisor to follow the script outlined below for each scenario with a buyer that is under contract.

Why is this important: To set proper expectations for what the buyer will be receiving post close, and why it is important for them to know what this survey is. Ultimately, we want each buyer to be able to have a Superior Homebuying Experience at Rockhaven Homes.

Customer Service Survey Expectations Process

Sales advisors will set expectations with their customers that they will be receiving a survey approximately 30 days after closing on their home and they will be contacted via phone, text, and email to complete this survey. The sales advisors will set this expectation at the following times:

1. When reviewing in person or via the phone the contract section about the Rockhaven Buyback Guarantee. Example script: “Rockhaven Homes is committed to providing their customers with a superior homebuying experience. One of the ways we do this is by asking you to complete a survey about me, your project manager, and your experience in purchasing your home. You will be asked to rate me and our team with on a scale of 1 to 5 stars. I always strive for 5 along with our team at __________ community.”

2. When distributing binding contract via email. Example copy: “We are so excited to have you as a future homeowner at ___________community by Rockhaven Homes. Your binding contract is attached. Just a reminder I strive for 5 along with our team here at _______ community. “

3. Private Residence Sign Delivered email. Example copy: Dear______, I delivered your Private Residence sign today! Welcome to ________ community! Just a reminder I strive for 5 along with our team here at ___________community.

4. Sales advisor to call homeowner one week after closing. Example phone script: “Now that you have been in your home for a few days, is there anything you need that I can help you with?” Just as a reminder, you should be receiving your customer survey in the next couple of weeks. Are your phone number and email address still the same?”

Hard Hats Process at Rockhaven Worksites

Who is Responsible: Builder and Sales Agent of community

What is the Goal: To ensure everyone visiting a Rockhaven jobsite is properly protected with a hard hat

How will it be Achieved: By following the outlined items below

Why is this Important: To ensure all persons visiting our jobsites are properly protected while home is under construction.

Hard Hats Process at Rockhaven Worksites

Hard hats MUST be worn when walking a home under construction. All parties walking the home MUST wear a hard hat during the entire time they are in the home.

Per OSHA Guidelines:

Hardhats are required for escorted Rockhaven customers at all times when on active construction sites. Rockhaven will provide the hardhats for use by its customers. Customer hardhats shall be sanitized in accord with industry standard protocols after each usage. “Active construction” is defined as a time frame from the moment site prep begins to the closing of the home.

Each Sales Office MUST have 4-6 hard hats, liners and face masks available. If more need to be ordered, please contact Kristen Dentler.

Failure to follow these protocols will result in the following:

1) Verbal warning

2) Write-up

3) Fine of $100

4) Discussion with Manager regarding current position with Rockhaven Homes

KMT Smart Home Technology Integration Process

Who is responsible: Sales Advisor

What is the Goal: To ensure that each purchaser is given the opportunity to integrate their home technology using our vendor that wired their home.

How will we achieve this: By following the steps outlined below for each homebuyer closing on a Rockhaven home.

Why is this important: To allow each Rockhaven buyer the opportunity to integrate their home to the current market options for smart home technology.

KMT Smart Home Technology Integration Process

On-site sales advisor for Rockhaven Homes is responsible for setting up a smart home technology meeting between our customers and KMT Rep. You must send notification to KMT for every purchaser using their form so they can schedule an appointment.

1. Sales Advisor to complete the KMT Customer Appointment Request Form (on RockNet under KMT folder) , then send to the email rockhaven@kmtsecurity.com.

2. After KMT representative completes the customer appointment in the Rockhaven model home, the representative is to give the customer signed order form to the sales advisor. The sales advisor is to complete a change order and collect any upfront funds necessary. The customer can choose to pay cash for these items or have them included in the sales price.

Example of Addendum Language when paying for as a cash item with no credit at closing: “Seller agrees to install the Door Lock System upgrade from KMT at $325. Customer is paying cash for this item so there will be no credit at closing.”

Example of Addendum Language when raising the sales price for item and customer is paying upfront funds for this item: “Seller agrees to install the Door Lock System from KMT at $325. Sales price to be raised from $250,000 to $250,325. Purchaser to pay upfront non-refundable construction deposit of $162.50 in the event sales does not close. Upon closing, these funds to be credited to purchaser towards their down payment.”

3. Once the change order is fully executed, Rockhaven Homes will then install these additions through their vendor, KMT.

Lawn Maintenance Process for Closed Homes

Who is Responsible: Builder and Sales Agent of community

What is the Goal: To ensure communities and lawns are maintained until Rockhaven is finished building in the community and the HOA is turned over.

How will it be Achieved: By following the outlined items below

Why is this Important: To maintain community appearance while actively selling in the community to ensure appearance does not turn other sales away.

Lawn Maintenance Process for Closed Homes

1. Weekly during the Level 10 meeting, the builder and sales agent should review closed homes that should be cut and maintained

2. Make a list of homes not being maintained

3. Take a picture of the homes not being maintained

4. Lawns and landscaping on homes that are not owned by Rockhaven should be cut and maintained. For those homes that do not follow these guidelines, a summary and photos should be emailed to HOA Representative and Sales/Closing Coordinator:

a. johncenni@fieldstonerp.com

b. mhomewood@rockhavenga.com

5. During the Level 10 meeting, discuss any homes that are consistent with lack of maintenance and communicate that in the summary email also

6. Invoices with lawn maintenance of closed homes should be emailed to HOA Representative and Sales/Closing Coordinator and HOA will process the bill and charge to the homeowner’s account

7. If for any reason a bill is not processed by the HOA, it should be coded to zero lot for Closed Home Community Maintenance 538-60

Level 10 Weekly Sales & Construction Meeting Process

Who is responsible: Sales Advisor (& Builder)

What is the Goal: To review all homes released to construction and get status on each every week—including homes sold, available for sale, closed, and those just released to construction.

How will we achieve this: Each Monday, at same designated time, Sales Advisor and Builder Team will review all homes in community that have been started and discuss status from builder, and interest from Sales –then update the buyers under contract with a status report each week.

Why is this important: To communicate between Sales & Construction those activities happening each week to each home started—so that buyers can be communicated the status, and both sales & construction knows what is going on in the community from each of their perspectives.

Level 10 Weekly Sales & Construction Meeting Process

(Attendees: Sales Advisor(s), Project Manager(s))

(VP Sales, VP of Construction and VP of Operations to attend every other week)

Sales Advisors are responsible for ensuring that we have a Weekly Sales/Production Level 10. This is to ensure Sales Advisors and Project Managers are on the same page for all aspects in managing their community. Review Community Inventory to ensure we are on schedule and hitting our quarterly goals. Proactively maintain overall community appearance so that we present the best product for our future customers. The meeting will follow the prescribed format and time frame outline in the agenda for the sales meeting. This meeting should be scheduled for the same time and day every week. Meeting must start on time. This is important to ensure community construction issues are being addressed and that Sales Advisors and Project Managers are achieving goals and collectively operating as a team to Market, Sale, Build, and Close homes.

MEETING AGENDA: Weekly Sales & Production Level 10 (Remember to post this agenda on the Teams call during each & every Monday Community Level 10— each Level 10 MUST be held on the Teams Call invite for the Community at the allotted time).

1) Review Overall Community Appearance – 5 minutes

• Review “Community Appearance” Checklist

• Create 7 Day Action Items during the review to address any outstanding items.

• Reminder: 7 Day Action items must be done in 7 days.

2) Review Last Weeks Closings and discuss any outstanding homeowner issues – 5 minutes

• A Superior Home Buying Experience is our mission. If there are any outstanding issues, we must put a plan in place to take care of our homeowners and resolve outstanding issues.

• Discuss previous week’s closing. There should be no outstanding items but if there are post-closing items, 7-day action items must be created.

Level 10 Weekly Sales & Construction Meeting Process

3) Review Community Inventory using Global Inventory Report – 25 minutes

• Global Inventory Report from Lot Vue to be printed to review each home listed. Review each of the following for all lots:

o Schedule status

o Orientation & sign off date

If there are any action items, create 7-day action items

4) Review Pipeline and closing report – 5 minutes

• Pipeline report and loan notes, ensure that everyone is aware of updates on closings

5) Review Last Weeks 7-Day Action Items – 5 minutes

• Review and update last week’s 7-Day Action Items. Action items are either “done” or “not done”

6) Review Customer Surveys received for the past week and monthly average scores –10 minutes

• Review table top surveys from last week’s closings. Create 7-Day Actions items if necessary

• Review Guild Quality – 30 day post surveys. Create 7-Day Actions items if necessary

• Review Monthly Averages to ensure we are hitting Goals

*PLEASE REMEMBER during this meeting:

• NO PHONES, IPADS, OR LAPTOPS

• Meeting starts ON Time and ends ON TIME

• Close sale center during meeting

*REMINDER: Items Required to be printed before the meeting and brought to the meeting for review:

• Overall Community Checklist – agent to complete prior to meeting

• Most recent Global Inventory Report- agent to print prior to meeting

• Updated pipeline report - agent to print prior to meeting -

• Copies of all surveys – Guild surveys from emails and Table top from closing docs - agent to print prior to meeting

• Agenda for the Sales & Construction Meeting (this sheet)- agent to print prior to meeting

Methods to Collect Earnest Money Process

Who is Responsible: Sales Advisors

What is the Goal: To ensure we collect earnest money in the preferred methods.

How Will We Achieve This: Follow the preferred method of earnest money collection outlined in this process.

Why is This Important: To ratify contracts and get the clear to close for each buyer to create a more superior home buying experience.

Methods to Collect Earnest Money Process

• Option 1 – Earnnest App

o The Earnnest App should be the first choice for collecting Earnnest Money.

o You should be able to see the option for your neighborhood in the App, PRIOR to your neighborhood opening for sales. If you cannot see this option- please contact Kristen/Megan/Julie and let us know.

• Option 2 – Wire

o If the Earnnest App is not available, wiring of the funds would be the next option.

o All communities should have a “Wire Instruction” form in your Teams folder under your community’s name, in the folder named “Wiring Instructions”.

o The wire instructions come from Megan and should be requested before the Community Opening meeting occurs.

• Option 3 – Certified Check

o If the Earnnest App and the Wire Instructions aren’t available or there are technical issues. Please ask for a Certified Check.

If you have exhausted all of these options- please contact VP Sales.

Monthly Marketing Commitment Process

Who is responsible: The Sales Advisors

What is the Goal: To ensure the marketing commitment for each Sales Advisor is being completed on an ongoing weekly basis.

How will we achieve this: The Sales Advisor will execute on each of the steps outlined in this process. The Sales Manager will review the Marketing Commitment with each Sales Advisor at their weekly Level 10 on Site Sales Meeting.

Why is this important: To drive new traffic and be back traffic, as well as brand awareness in the community to generate sales.

Monthly Marketing Commitment Process

Marketing & Staffing Calendar

• Rockhaven Sales Advisor to create a monthly Marketing Calendar that incorporates all community and broker marketing events for their community. Sales Advisor will combine monthly staffing calendar with the corresponding monthly Marketing calendar to combine all information. Sales advisor will email to the Rockhaven Homes VP Sales/Sales Manager by the 20th of each month for the next month, and then will save to the Teams folder. Sales Advisor will submit their Marketing Calendar as a 90 day forward planning of events for their community.

Web Leads

• Web leads are generated by the customer filling out a Contact Us Form on Rockhavenga.com. Leads are generated via organic search, Instagram, Facebook, Google ads, eblasts, Pinterest, Zillow, YouTube, and Houzz.

• Leads are sent via email from the Rockhavenga.com website and are also visible on the Lasso dashboard under the VIEW CONTACTS.

o Emails will have the subject line “Rockhaven Website Form Inquiry – Community Name” AND

o Email will also be sent from Lasso CRM.

• Rockhaven Sales Advisor will call each web lead within 5 minutes of receiving the email. All prospects that have been contacted must be notated in Lasso under HISTORY>PHONE -CALL OUT include subject line > WEB LEAD CALL enter date and time called plus notes in the Comments Section. If no appointment is set or phone number is bad, make specific notes in comments and refer to the customer follow up steps shown in this document below

o In communities with two Sales Advisors the designated Sales Manager will respond to all web leads. When Sales Advisors are off two days per week, then the onsite sales assistant will respond to all web leads.

o If Sales Advisor is with a customer, they must respond to the web lead with a text message as follows: Thank you very much for your interest in Rockhaven Homes, my name is _____________ and I am excited to help you with your new home purchase. I will call you back as soon as I am available. All text messages should also be notated in in Lasso under HISTORY>PHONE TEXT MESSAGE SENT. Include date and time.

• If Sales Advisor leaves a voicemail, it needs to be notated in Lasso under HISTORY>PHONE – LEFT MESSAGE includes subject line > WEB LEAD CALL enters date and time called plus notes in the Comments Section. Refer to the customer follow up steps shown in this document below.

• The response to the web lead should include scheduling an upcoming appointment at the community within the next 48 hours if possible. All appointments set need to be notated under HISTORY>APPOINTMENT SET. Include appointment information in the notes section, then send appointment email UNDER ACTIONS>APPOINTMENT. Include appointment time, date location and text message reminder with same info.

• If a meeting is not scheduled, please refer to the customer follow up steps shown in this document.

Customer Follow Up

•

Monthly Marketing Commitment Process

• The Goal is to schedule the follow up appointment with the prospect and realtor every day. All follow up activities must be entered in Lasso.

• E-mail all prospects 4 times during the first week of initial visit and/or contact.

• For web leads- if appointment is not scheduled on initial contact (above), upcoming activities must be scheduled in attempt to secure an appointment. Select the appropriate prospect in Lasso and choose ACTIONS>ACTIVITY:

o Attempt #1: Email Template named: “1st Email - Schedule an Appointment”select the date to be sent and enter comments. Activity must be completed by choosing the created activity >COMPOSE EMAIL. Edit email as needed, then send to prospect and realtor (if applicable).

o Attempt #2: Email Template named: “2nd Email – No Appointment Set”; select the date to be sent and enter comments. Activity must be completed by choosing the created activity >COMPOSE EMAIL. Edit email as needed, then send to prospect and realtor (if applicable).

o Attempt #3: - Email Template named: “3rd Email – Follow Up”; Follow up email concerning specific customer’s interests / status (ex. Financing, floor plan questions, etc.).

o Attempt #4: Email Template named: “4th Email – Confirm Another Appointment or discuss”; Either confirm the next appointment if set or set expectations on future follow up from Rockhaven Sales Advisor.

o When an appointment is set, send an appointment email by ACTIONS>APPOINTMENT. Enter time and date of appointment and text message reminder.

Under Contract Customer Follow Up

• Rockhaven Sales Advisor will conduct follow up with all buyers that are under contract but not yet closed each Week. This follow up should be initially by phone after the Community Level 10 meeting each Monday. A phone call will be made to the buyer, then the realtor representing the buyer. After the phone calls are made (and voice mails left if buyer and agent are not spoken directly to), Sales Advisor will then email or text the communication left on voice mail or delivered by phone to the buyer and agent so that there is history of the information communicated to all parties.

• Rockhaven Sales Advisor will provide each buyer with updated information on the current stage of construction for their home (and to include proposed orientation dates and proposed closing dates or months).

• This follow up is expected to be proactive on the part of the Rockhaven Sales Advisor, not reactive to the buyer visiting or calling the Sales office.

• The Rockhaven Follow up process should be explained thoroughly to the buyer (and realtor) when they contract to purchase a Rockhaven home. Rockhaven Sales Advisor will explain that this will occur after the Sales & Construction Level 10 meetings every Monday.

• While verbal communication is fine, weekly follow up to buyers should be via email or text and should include pictures of the home showing the stage of construction when it is possible.

Monthly Marketing Commitment Process

Realtor Outreach

• Gather email addresses and cell numbers for the top 3 sales offices in your area and to push out weekly messaging to these agents.

• Each Sales Advisor is to visit 2 Realtor Offices per week to deliver flyers and information about your community.

• Request Rockhaven Homes Marketing Director to pull and sort the top producers from the three Realtors Offices that were visited per week.

• Each Sales Advisor to cold call 10 new Realtors per week from the top three Realtor Offices.

• Virtually speak at one Realtor Office meeting once per month. When appropriate, begin visiting Realtor Offices in person for these meetings & presentations.

• Conduct one on-site or virtual Realtor Function per community, per quarter. (CE Classes, Lunch and Learns, Lunch/Breakfast to learn more about Rockhaven…

• Sales Advisors to reverse prospect from FMLS and GaMLS weekly to help generate traffic and leads to their Rockhaven community.

Sunday Night Reporting by 7:00 pm, each Sunday, Sales advisor emails to VP Sales their walk-in and weblead traffic for the week (Monday-Sunday). Sales Advisors will also list their submitted contracts for the week, and list their hot (A) prospects that they are working with for the next weeks Sales.

Referrals

• Call five Realtors from your Sphere of Influence once per week for a total of twenty calls per month and ask each Realtor for an agent referral. Monthly Goal should be to receive 1 referral from an agent each month.

• Rockhaven Sales Advisor will ask every homeowner that they encounter for a referral every day.

• Conduct one function with current homeowners every quarter (4th of July Party, St. Patrick’s Day Party, back to school, Labor Day, etc.). Request that each current homeowner bring a friend or co-worker who could be a future homebuyer in that community.

• Rockhaven Sales Advisor to explain the Rockhaven Referral Program to all existing homeowners and buyers under contract, as well as each time a new buyer goes under contract in their community. Monthly goal for referrals should be to receive 1 homeowner referral each month.

Competition

• Rockhaven Homes Sales Advisor to create a weekly competition report (CMA) and save in Teams Folder under community by each Monday end of business. Must use the Rockhaven Homes Competition Form. Each week the CMA will be saved with a new Monday date for the added information to be added and then saved on Teams. Expectation is to have all previous CMAs available to review if necessary. Sales Advisor is not to write over and re-save a CMA.

• Rockhaven Homes Sales Advisor to have a thorough understanding of the Community CMA and how they rank to the competition. This includes features advantages or disadvantages with Rockhaven and our competition. Sales Advisor is to confirm information given by

Monthly Marketing Commitment Process

competitor each week by counting finished closed homes and current active new homes at the community while visiting in person. Incentives given by competition need to be confirmed as 100% accurate before placing on CMA.

• Pull sold homes each month for the represented community’s competition and contact co-op on each sale. Determine if they know about represented community and determine why they chose to purchase elsewhere. Create a CO-OP FAN!

• Visit the on-site agents in your competition communities every week. Educate them about your Rockhaven Homes’ community if the competition can sell outside their neighborhood. Rockhaven Sales Advisor to create a reciprocal relationship with other New Home Agents in your area.

E-Marketing

Rockhaven Sales Advisor is to create weekly mass marketing eblasts through Lasso. These eblasts can include – general community information, special community incentives and community events. Each Sunday by 8:00 pm, Sales Advisor will submit to VP Sales/Sales Manager their schedule for the upcoming week of 2 eblasts to be sent out to organically generate new leads for their community. 1 eblast will be sent out to prospects for their community, and 1 eblast will be sent out to realtors for the community or by zip code for the area of our community.

• Rockhaven Sales Advisor must review the prospect eblast and Realtor eblast to ensure all information is correct once it is approved. Rockhaven Marketing Director will then distribute the prospect/Realtor eblast every week using PURA (ANHD-Atlanta New Homes Directory) and Engel & Voelker database.

• Rockhaven Sales Advisor will use the step-by-step instructions for eblasts located in Rocknet/lasso documents/lasso guide for Sales Advisors this has been set up by Kristen Dentler.

• Rockhaven Sales Advisor will review their community landing page on Mondays and Fridays to confirm all information is correct to include driving directions, map location, phone number, available homes, etc.…

• Rockhaven Sales Advisor will confirm pricing of homes on their community page are accurate and match FMLS/GaMLS/Lotvue/ & IHMS. This must be confirmed weekly.

• Rockhaven Sales Advisor will promote their community and homes in FMLS/GaMLS with Open Houses, Caravans, and verify pricing is 100% accurate at all times as well as the home listing status (active, under contract, etc.…). Once home is clean on exterior and interior, beyond Drywall, Sales Advisor may use actual photos for listing pictures. Sales Advisor must review these pics weekly to replace with new, more updated pics, as the home changes. Social Media (Facebook Posts, Blogs, Instagram Posts and Pinterest)

• Confirm that Rockhaven Marketing Director is creating and posting one post per month on each social media platform.

• Once a week do a social media Video reel ex. Facebook Live, Instagram, etc... Every week, Sales Advisor will send to Rockhaven Homes VP Sales/Sales Manager their 4 social media posts (1 a video reel) for the upcoming week. These are required weekly and may include any of the following:

• Open house posting every week on Thursday or Friday.

• Promotional flyer for community, home, or event for community.

Monthly Marketing Commitment Process

• 30 second Facebook live video of a unique feature in our homes at community, or of our amenity for community

• Promotional flyer for financing with Preferred Lender and our community.

• Home of The Month Post – 1st week of every month.

• Each Sales Advisor will become an expert in ChatGPT and use it (at least) 3 times a week for use in listings for mls, community information for our website, and even information for our social media posts.

Sales Advisors should also regularly (weekly):

• Create caravans posting weekly every Tuesday.

• Like, share and comment on every Rockhaven Homes post as they are posted with your Sphere of influence and networking groups (Facebook, Instagram, Pinterest, & Houzz). This will help to brand Rockhaven and your community.

• Engage, comment, and like on your community’s local social platforms daily. These social media platforms contacts are to include local businesses, Chamber of Commerce, your community city, and government pages and the top 20 sales agents in your area.

Community Marketing

• Rockhaven Sales Advisor to pick “Home of the Week” to promote in community flyers approved by Marketing Director, as well as in FMLS/Gamls and even social media.

• Rockhaven Sales Advisor is to arrive at the community no later than 15 minutes before posted office hours. Sales Advisor is to unlock model home, per the opening and closing checklist and get office ready for business. Sales Advisor is to drive community to check on community appearance at entrance, inventory, streets, and model home to insure community is looking its best.

• Rockhaven Sales Advisor to partner with Preferred Lenders to generate Community Flyer again to promote in community flyers, FMLS/Gamls, social media.

• Rockhaven Sales Advisor to visit community Schools (Elementary, Middle, High) to know more about each and their impact in the local community. Rockhaven Sales Advisor should join the school’s Facebook page or social media groups to be able to know what is going on in the school district and community.

• Rockhaven Sales Advisor will daily input all Traffic into LASSO, New and Be backs, revise all N Ratings for leads as either A, B, or C designation. Further, Sales advisor will regularly input historical information about each prospect into LASSO under prospect regarding every visit and phone call had with the prospect. This should be entered under the History Tab in LASSO.

• Rockhaven Sales Advisor will check IHMS and Lotvue daily by logging into the websites and verifying their community information to be accurate available spec inventory, ratified contracts, unratified contracts, base and total pricing, lot premiums, etc.…

• Rockhaven Sales Advisor to check local events in the Community area for the purpose of participating when City/County or local business have community functions or town festivities.

• Rockhaven Sales Advisor to check with local Chamber of Commerce and learn of opportunities to promote the Rockhaven Community.

• Every Saturday and Sunday, Rockhaven Sales Advisor will verify that our Weekend Directional Signage is in place, per the Directional Map. Every Saturday morning before noon, if signs are missing, the Sales advisor will email signage map with missing or damaged signs circled

Monthly Marketing Commitment Process

on the map, to Kristen Dentler and copy VP Sales/Sales Manager. Sales Advisor may also call sign vendor to visit and install missing sign (s). Sales advisor will circle the missing signs and send via email to the sign vendor no later than noon.

• Rockhaven Sales Advisor will weekly confirm all Off-site Signage is in place, with correct information and is erected in good condition is not leaning and is easily visible to oncoming traffic. If the sign needs to be addressed for any reason, Sales Advisor will email Kristen Dentler immediately requesting attention to the sign (s).

• Rockhaven Sales Advisor will consider joining the HBA and SMC to get involved with our Industry events in the Metro Atlanta area.

• Rockhaven Sales Advisor, during explanation of the Rockhaven contract paperwork, will explain our Warranty program, provide the Warranty information link at execution of the Rockhaven contract, and then remind the future homeowners of the Warranty program prior to final walk of their home before closing occurs.

• Rockhaven Sales Advisor will create and maintain a 90-day calendar for Marketing Community event planning. Events such as CE Courses, Holiday Events, Homeowner/Referral events, Realtor & Office events, Grand Opening, final opportunities, and new phase events.

• Rockhaven Sales Advisor acknowledges that Rockhaven will, from time to time, have the Sales Advisor professionally shopped. These shops will be used to review how the Sales Advisor interacts with our prospects and to improve our Sales process with all customers we encounter at the community.

Sales Advisor

VP Sales

Date:

Date:

Neighborhood Lot Sign Homesite Placement Process

Who is responsible: The Sales Advisors

What is the Goal: To ensure that Rockhaven Community signage is in place and looks organized for our prospect, vendor, and realtor communities.

How will we achieve this: The Sales Advisor will follow the attached template for placing signage on town home or single family homes within each community.

Why is this important: To show consistency in our Rockhaven presentation and to present an organized and clean picture for our prospects, vendors, and realtor community. This will also help our brand awareness in the community to generate traffic & sales.

Neighborhood Lot Sign Homesite Placement Process

Town Homes

• Town homes should have a brand consistent window sign which identifies the lot/homesite number.

• Window Sign should be placed in the window closest to the front door and in the bottom right hand corner of the upper window sash.

• Where appropriate and allowed, a single- or double-sided lot sign on a T-Stand to be placed in front yard or planting bed closest to front door. (Make them all look the same)

Single Family Detached Homes

• A double or single sided lot sign should be placed approx. 5’ – 7’ from back of curb and centered on the front of the home.

• Single sided signs are to be used in cul-de-sacs or locations where traffic does not or cannot come from either direction. When using a single sided sign, it simply faces straight to the street.

• Double sided signs should be used where traffic can pass from either direction.

Model Signage

• Model Home and/or Agent on Duty signs should be placed closest to the street for greatest visibility. Again, if traffic passes from both directions use a double-sided sign. Otherwise, a single sided sign is sufficient. TWO BALLOONS should be attached to these signs each day upon opening.

• If using an A-Frame sign, it should be placed in a location for greatest visibility. This to should have TWO BALLOONS attached.

Lots Under Construction

• Once we begin construction on any lot/home site we need to maintain clean and presentable signage. Once we have our gravel pad in place and silt fence up, our lot/home site sign need to be placed as follows.

Neighborhood Lot Sign Homesite Placement Process

• Placement – Opposite, front corner of gravel pad. Sign to be placed between the curb and the silt fence.

• This placement is best for keeping the signs out of the way of construction activity yet, maintaining the highest visibility for our customers and trades.

Under Contract Stickers

• Under Contract stickers are to be strategically on the sign.

Side Notes

• Neat, Clean, and properly placed signage is a team effort. This is the responsibility of each community team to ensure we look our very best.

• If you recognize a dirty sign, clean it or replace it.

Outside Lender Process

Who is responsible: The Sales Advisor

What is the Goal: To ensure the buyer understands the impact of using and outside lender in lieu of a preferred lender for financing a Rockhaven Home.

How will we achieve this: Have buyer sign the attached document when using an Outside Lender and agreeing to the terms.

Why is this important: To keep communication high between Outside Lender and Rockhaven Homes during the building process.

Outside Lender Process

Buyer and Seller agree to these items below, and by signing are amending the contract to include these items. An Outside Lender is any lender that is not a Preferred Lender as specified by Rockhaven Homes.

1) The Builder Deposit required with this contract from Buyer is $30,000. This $30,000 is considered non-refundable at time of executed contract and Rockhaven Homes requires this deposit to be paid through earnest.com (no personal checks, money orders, cash or business checks will be accepted). Buyer acknowledges no loan contingency shall exist.

2) Buyer will not change to another lender without written consent of the seller. And No Lender changes allowed 30 days prior to closing. If buyer decides to change back to a Preferred Lender, no incentives or closing costs will be paid by Builder on buyer’s behalf.

3) Buyer will provide the Rockhaven Sales Agent with a commitment letter from Outside Lender no more than 10 business days from executed contract. Prequalification letters will not be accepted in lieu of the commitment letter from Outside Lender Underwriter.

4) Buyer will ensure that Outside Lender provides weekly communication to the Rockhaven Sales Agent on the status of buyer’s loan progress and any action items required of the builder by the Outside Lender. It is understood that certain information can’t be shared with builder or builder personnel that is confidential to the buyer, but status of the loan progress and any obstacles preventing a successful, on-time closing are needed every week from the Outside Lender.

5) Buyer will have Outside Lender schedule an appraisal on contracted property ONLY when given the go ahead by builder or builder personnel in writing. Buyer will provide to Appraiser, the builder Sales Agent name and contact information so that any information not listed in local listing services can be made available to appraiser for their use.

6) If closing date has to be moved because of Outside Lender is unable to meet the closing date, there will be a $300 per day charge to the buyer until closing occurs. These daily charges will need to be paid through earnest.com as non-refundable per diem charges in advance of closing. These additional per diem charges will NOT be credited to the buyer at closing of property.

7) Buyer understands that no closing costs or other builder incentives will be made available to be paid on behalf of the buyer when buyer elects to use and Outside Lender for financing.

8) Buyer assumes all responsibility for the performance of the Outside Lender. If Outside Lender is unable to close in accordance with the Agreement, for any reason whatsoever, Buyer will be in default and Seller shall have the right to terminate Agreement or increase the purchase price of property.

9) Failure to meet any items above will result in immediate termination of contract.

Policies and Procedures Process

Who is responsible: Sales Advisor

What is the Goal: To ensure we are following the same Rockhaven polices and procedures at all Rockhaven Communities.

How will we achieve this: By following each of our internal policies on a daily/weekly basis from Community to Community and training each new hire to join our Sales Advisor staff these company processes.

Why is this important: Keep Rockhaven Homes consistently presented to our buying prospect community and realtors at each Rockhaven Community.

Policies and Procedures Process

Sales Center:

Rockhaven Sales Advisor needs to arrive no later than 15 minutes prior to sales center operating hours.

Hours of Operation for the Sales Center:

Mon – Sat 11AM to 6PM (Summer Hours) 10AM to 5PM (Winter Hours)

Sunday 1PM – 6PM (Summer) and 1PM to 5PM (Winter)

Professional Appearance

The dress code for all sales Advisors will be professional business attire unless otherwise specified by your Sales Manager. We are there first impression and we must maintain the highest level of professionalism.

Schedules/Days Off

All sales advisors will be off two days a week with a host on the days they are not onsite. In a two-agent community, you will cover each other’s days off. In a one agent community, you will need to arrange coverage with a host or an approved agent from the EV team. You will be responsible for providing the host with directions on how to run the office and greet and register prospects. All sales Advisors are expected to work weekends. In the event, you need to take a weekend day off, you must have someone to cover that time and give your Sales Manager 30-day notice as well as arrange the associate that will be covering for you.

Holidays

Sales Centers will be closed on the following Holidays:

New Year’s Day

Easter Sunday

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Eve

Christmas Day

Policies and Procedures Process

Community Project Manager/Builder Sales Meetings

Attendance is required for all sales meetings with the Project Manager Project Manager and Sales Advisors are to meet every Monday to discuss all updates and happenings in the community and with contracts.

Items to be Discussed:

Sales

New Contracts

Construction Updates

Schedules

Questions

Concerns

Company Sales Meetings

Company Sales meetings will be held each Monday at the Corporate Office starting promptly at 9:00 am. Attendance to these is mandatory.

Items to be Discussed:

Sales

Traffic and Source

Top Prospects

Marketing Efforts

Product Comments

Community Needs

Cell phones and Office Equipment

Sales Advisors need to have cell phones at their own expense. Cell numbers are to be published on your business cards, web site and community marketing material. Voicemail Greeting is to be business appropriate and phones are to be able to receive messages. Messages are to be promptly returned.

Sales Advisors are to provide their own office equipment to include Computer, Scanner, and printer. Builder will provide MIFI for internet service.

Reports

Sales Advisors will be responsible for completing reports for community. These reports are to be submitted to your Sales Manager.

Required Reports:

Monthly Competition Report – to be emailed by the 5th of every month

Policies and Procedures Process

Monthly Marketing & Staff Calendar – Due the 20th of every month for the following month

Real Estate License

It is the responsibility of each Sales Advisor to maintain their license in good standing, pass continuing Education for all renewals and keep current on continuing education. Communicate with broker, Engle & Voelkers, for any license or commission related issue.

Real Estate Board/Sales and Marketing Council

It is required for Sales Advisor to belong to the Atlanta Board of Realtors, Cobb Board of Realtors or NAMAR.

Real Estate Transactions/General Brokerage

Sales Advisors representing Rockhaven Homes as a Lead Agent working full time hours will NOT practice general real estate outside of the assigned Rockhaven Homes community (Sales Assistants working part time hours will be permitted to list and sell outside of their assigned communities only if: 1. It is disclosed to Rockhaven Homes Manager and 2. The lead cannot be generated through Rockhaven Homes).

Referral Fee

There is no referral fee associated if a Sales Advisor representing Rockhaven Homes refers a buyer from one Rockhaven Homes community to another. Engel and Volkers does allow a referral fee if a Sales Advisor representing Rockhaven Homes refers an outside prospect not generated by Rockhaven Homes to another Engel and Volkers agent.

Lunch Break/Model Kitchens

Sales Advisors are to bring lunch with them to the sales center daily. Leaving for lunch is not permitted since walk-in traffic is never predictable. Food can be stored in the model refrigerator for that day in the bottom crisper drawer and covered with copy paper so customers will not see it when you are demonstrating the model. Refrigerator is to be cleaned each evening with no food items left over. Nothing is to be stored in the kitchen cabinets of the model except for one upper cabinet to be used for coffee and coffee supplies. Any other items such as paper plates or snacks are to be taken home and not stored in any kitchen cabinets, fridge, pantry, closets, nor Sales office credenzas. Sales Advisor may use the storage bin provided for storing some if these items, but never in the model home so that we can demonstrate the model home properly to customers.

Policies and Procedures Process

Smoking

Smoking is not permitted at the sales center or model homes. Sales Advisors are not permitted to take smoke breaks at the entrance to the sales center, models or customer parking areas.

Accidents/Injuries Procedures

The sales center will always have a first aid kit . If a person is involved in an accident on company property, call 911, construction and your Sales Manager. Once the injured party is stabilized, the Sales Advisor is to complete an incident report detailing the exact nature of the injury to include names and contact information (form can by found on RockNet named RH Incident Report. Pdf) . Photographs of the accident scene are required. A copy of the report and all photos are to be submitted to the Project Manager and Sales Manager immediately.

Vandalism/Theft

When entering the sales center or models and discovering theft or vandalism, leave the premises immediately and go to the construction trailer or a safe place. Call the police and return with construction when the police arrive. Sales associate is to write a detailed report of the event and attach to a copy of the police report then submit to Project Manager and Sales Manager immediately.

Pre-Con, Pre-Drywall, Orientation and Final Signoff Process

Who is responsible: Sales Advisor

What is the Goal: To ensure proper communication and expectations for these meetings while home is under construction.

How will we achieve this: Adhering to the outline attached below for each potential meeting with a buyer/broker.

Why is this important: To keep communication between buyers and Rockhaven clear and organized during the construction of home.

Pre-Con, Pre-Drywall, Orientation and Final Signoff Process Meeting (All of these meetings outlined in this document are to be between the Seller builder representatives and the buyers listed on the contract, plus their broker representation, if any, and only these participants—any proxy for a buyer would have to be approved in advance of these meetings).

Pre-Construction Meeting:

Attended by: Customer, Sales Advisor and Project Manager. This meeting is led by Project Manager.

• Timing – Within 21 calendar days of binding agreement date in contract/purchase agreement. All structural options as well as Design center selections must be complete and final. Sales Advisor to set meeting upon purchaser completing the design center selections.

• Place and Process – Customer should meet at the model home/sales center where all introductions can be made. All parties go to the lot/home site where the HLP is reviewed. If clearing has begun and home is already staked, explain the position of the home, the front, side, and rear setbacks, along with any easements.

In the event clearing has not started, use the HLP to place the home on the lot/home site. You will need to use the wheel tape and orange cones to measure out and display the four (4) corners of the home. Next, discuss the setbacks and any applicable easements.

Explain the likely grading and the included landscape plan.

Upon completion at the lot/home site, all parties return to model home/sales center.

Next step: Review the floor plan set to everything that is within the contract/purchase agreement. This process begins with the front elevation and continues by floor and by room. Be sure to review and discuss all structural and electrical options and locations. Review and label flooring material by room. Any items needed to be marked up on the plan set MUST be done in RED ink.

Upon completion of review, the customer is to initial and date each and every page.

Final Step: Review all Design center selections and have customer initial and date each page.

Inform customer and set expectations as to the next official meeting being the pre-drywall meeting.

Pre-Con, Pre-Drywall, Orientation and Final Signoff Process Pre-Drywall Meeting

Attended by: Customer, Sales Advisor and Project Manager. This meeting is led by Project Manager.

• Timing – Upon completion of framing, the community team (Project Manager and Sales Advisor) will discuss how long until mechanicals will be installed and complete. Once this date is established, sales agent will coordinate the meeting with all parties (via outlook) calendar invite.

• Place and Process – Customer should meet at the home. Community team is responsible for bringing the marked up plan set from the pre-construction meeting to the pre-drywall meeting. Review all structural and electrical options which are a part of the contract/purchase agreement. Again, this process starts from the outside in. Review floor by floor, room by room.

In the event something has been missed, said item/items need to be noted and an email sent to all parties who were in attendance by the Sales Advisor.

First Walk and Final Walk Orientation Meetings

Attended by: Customer and Project Manager. This meeting is led by Project Manager.

First Walk

• Timing – Between five(5) – Ten(10) days before the scheduled closing we will conduct a 1st walk meeting. The community Project Manager and Sales Advisor will discuss the exact day and time during the weekly sales and construction meeting and Sales Advisor to coordinate via Outlook or Google calendar invite.

• Process – At this walk the Customer is to walk with Project Manager, the Customer will now have the opportunity to identify items which are not to their satisfaction, and generate a list of items to be addressed prior to closing. If said items meet normal industry standards as set forth by the greater Atlanta Home Builders Association, the Project Manager must acknowledge this to the purchaser at this time/meeting.

All items identified by the purchaser and itemized on a punch list must be completed prior to closing.

Pre-Con, Pre-Drywall, Orientation and Final Signoff Process

Final Walk Orientation:

• Timing – Between one(1) and two(2) days prior to closing. Sales Advisor to coordinate via Outlook or Google calendar invite.

• Process - the purchaser and Project Manager and Sales Advisor will meet and review all items listed from the First Walk list and sign off that said items are complete to the satisfaction of the purchaser. All items identified by the purchaser and itemized on a punch list must be completed prior to closing.

Should there be any item or items which could not be completed due to something needing back ordered, said items will be added to a list to survive closing so long as all parties agree in writing. Sales Advisor to create an addendum for this when necessary.

Sales and Construction Closing Schedule Process

Who is responsible: Sales Advisor

What is the Goal: To ensure we are communicating proper finish and closing dates to our buyers and their realtors.

How will we achieve this: By following the process outlined below for each buyer in each Rockhaven community.

Why is this important: To keep Rockhaven communicating thoroughly and consistently in each community to insure that each homebuyer has the highest potential for a Superior Homebuying Experience regardless of where they choose to live within our Rockhaven communities.

Sales and Construction Closing Schedule Process

Sales Advisors will not schedule closings directly with the Closing Attorney-Trade Partner (McMichael and Gray). The following core process will ensue:

Closing Dates Established

• Contract & Closing Coordinator and VP of Sales will discuss date for closing with VP of Construction during the Pipeline Meeting for the sole purpose of establishing a closing calendar for under contract homes that are at “post counter-top installation” stage of construction for the upcoming month. This is to ensure consistent closings throughout the calendar month.

• No contract changes that will change the contract price within the 30 days prior to closing. By not accepting any changes during this 30 period, we can be more certain that nothing will be missed or installed incorrectly, and have the best opportunity of receiving a full price appraisal for the property.

• VP of Construction will determine a hard completion date along with closing dates for each community with closing backlog within the above parameters as well as any foreseen delays and convey this to the VP of Sales during the Pipeline meeting. Presale closings that require an “Estimated Close” date for the contract will still be done by reviewing the Closing Slot Schedule prior to writing the contract until further notice. (No closings will be scheduled on the last two closable days of the month).

• Construction VP will provide closing dates during the Pipeline Meeting. Any updates that require a quick change will be relayed to the closing attorney by the Rockhaven Homes Closing Coordinator. Sales Advisor will get closing dates by email of the pipeline report for their community no later than Wednesday each week.

• The following process will ensue:

o Sales Advisor will notify the Buyer and Co-Op Agent (where applicable) immediately of the closing date, time and available dates and times for 1st Walk Through via the attached outlined email template. The goal is for Sales Advisors to have this completed with response from buyer before the following Monday.

o During the Weekly Level 10 Community Team Meeting, the Sales Advisor and Project Manager will establish that dates and times for the 1st walk throughs are agreed to by all (Project Manager, Sales Advisor and Buyer/Co-op Agent).

Sales and Construction Closing Schedule Process

The finalized Walk-Through dates and times will then be with the Project Manager through sending a meeting invite.

• Project Manager and Sales Advisor will set the Final Walk Through immediately following the completion of the 1st Walk Through based on the established closing date, time, and punch list items that need to be completed.

• Any changes in closings due to buyer’s financing, construction delays or unforeseen issues must be conveyed to the VP of Sales, Contract & Closings Coordinator, and VP of Construction as soon as you have knowledge that there is no other resolve to keep the process moving forward and on time.

• 100% completed Inventory Home closings will be scheduled with no less than a 30day turnaround using the estimated completion date in IHMS as the guide.

• Within 24 hours of receipt of executed contract, the Sales Advisor will distribute the copies to the current distribution list, attorney and preferred lender with the following added to any additional information in the body of the email: ***30-DayClosing*** (It is the sales advisor’s responsibility to confirm if the home is 100%, C.O. in hand and the loan can be funded in the allotted timeframe prior to sending this email).

• The Closing Attorney-Trade Partner will then follow the process of scheduling the closing time and send the Outlook calendar as outlined previously. (Cash closings on 100% completed inventory homes will be handled on a case-by-case basis if closing in less than 30 days, and determined by VP of Construction and VP of Sales).

The Goal

Pre-established closing dates and times will be on hand and ready to effectively fill out the following month’s Weekly Community Team Meetings. This will allow time for corrections to issues that could potentially arise well in advance of the closing date. The optimum outcome is a zero-punch list prior to closing. The consistency of closings throughout the month will allow trade partners and internal departments to offer a better support system for everyone.

Who is responsible: The Sales Advisor is responsible for uploading Addenda to IHMS.

What is the Goal: To ensure that the binding documentation for each Agreement is uploaded to IHMS so other Department Members can access them.

How will we achieve this: The Sales Advisor will receive the Binding document, then upload the document in IHMS.

Why is this important: To provide the correct documentation and Contract information for all parties included in the managing the sale and closing the home.

Uploading Addenda to IHMS Process

1. Sales Advisors will send the documents through DocuSign for signatures.

2. Once the Buyers and Agent have reviewed and signed the documents, the Sales Advisor will send the signed documents through the Contract Offers email address.

3. The documents will be executed and sent back to the Sales Advisor to be sent to the Signed Contracts email address and to the Lender.

4. The Sales Advisor will upload the binding documents into IHMS.

5. Daily, Addenda will be submitted for approval to VP Sales. As they are accepted by CEO and returned to Sales Advisor by Contracts Coordinator— Sales Advisor will upload into IHMS, after sending to Signed Contracts email.

6. Failure to follow this procedure and upload the documents to IHMS will result in temporarily being removed from the Sales Floor to receive additional IHMS and Contract Processing training until further notice.

Sales Advisors

Marketing Core

Processes

Sales Advisors Marketing Processes For:

1. Audit MLS Listings

2. Audit Rockhaven Homes Community Website

3. Community Signage

4. Creating Community Marketing & Staff Calendars

5. CRM Management

6. Ordering Community Supplies

7. Social Media Marketing

Audit MLS Listings Process

Who is Responsible: Sales Advisor

What is the Goal: To ensure all listings are accurate in MLS and on the website

How will it be Achieved: By Following the below procedure

Why is this Important: To ensure we are advertising correct pricing and information to potential buyers

Audit MLS Listings Process

• Sales Advisors are responsible for adding listings and uploading photography into the FMLS and GAMLS. Listings should be audited on a weekly basis to update real time photography and to ensure price accuracy with Lot Vue.

• Use the FMLS and GAMLS Listing Review Checklist form as a guide to make sure MLS listings are correct.

• Stock Rockhaven photography can be found in Construction and Sales Channel in Teams>Rocknet

• Utilize ChatGPT to create FMLS listing descriptions.

Remember : All FMLS are fed into our website so we must ensure all listings are correct and up to date.

Audit Rockhaven Homes Community Website Page Process

Who is Responsible: Sales Advisor

What is the Goal: To ensure all website community information is accurate in MLS and on the website

How will it be Achieved: By Following the below procedure

Why is this Important: To ensure we are advertising correct pricing and information to potential buyers

Audit Rockhaven Homes Community Website Page Process

Sales Advisors are responsible for auditing their community website page.

• Weekly audits should be done on all AVAILABLE HOMES tabs. All listings are fed through FMLS. If they are entered in FMLS they should feed directly automatically through to the website. All updates including photos take 24 hours. If listings do not appear on the website contact the Marketing Director immediately.

• Monthly audits should be done on the 2nd Tuesday of every month to ensure accuracy of all other website contact. If any changes need to be made please contact the Marketing Director.

Community Signage Process

Who is Responsible: Sales Advisors are responsible to monitor that signs are installed.

What is the Goal: To ensure that all Rockhaven communities have appropriate off site signage to drive traffic to Rockhaven communities.

How will we achieve this: By following the below procedure

Why is this important: To ensure that all Rockhaven communities are able to capture and guide in drive by traffic.

Community Signage Process

Sales Advisors are responsible for ensuring all Rockhaven signage is erect and clean. Rockhaven Homes pays to have signage displayed for marketing efforts and the Marketing Director needs to know immediately if there are missing signs.

WEDs

o Weekend directionals (WEDs) are placed in strategic locations every Friday evening to drive weekend traffic. All Sales Advisors are to ride their WED routes on the 1st and 3rd Saturday of every month. WED maps are provided in community binders, if you do not have your WED map please contact the Marketing Director for a copy.

o Take your WED map and drive your route BEFORE 11am on the above mentioned Saturdays. Mark an “X” on any missing signs and take a photo of the marked up route. Email designgraphics@teamprecision.org and the Marketing Director a photo of missing signs BEFORE NOON on Saturday. The sign company will reinsert any missing signs on Saturday. If there are any issues there is a contact number at the bottom of the WED map.

OSDs:

o Large Offsite Directional Signs (OSDs) are located in strategic locations where allowed. If available, an OSD map will be provided in the community binder. Please confirm with Marketing Director for OSD confirmation. If your community has any OSDs you must drive your sign locations the 15th of every month to make sure signs are still erect and are clean. If there are any issues with these OSDs please contact the Marketing Director immediately.

WED and OSD maps are located in Teams Channel Construction and Sales Team in their community folder.

Creating Community Marketing & Staff Calendars Process

Who is Responsible: Sales Advisors are responsible for creating monthly marketing and staff calendars

What is the Goal: To ensure that all Rockhaven communities are marketing to local agents, buyers and homeowners

How will we achieve this: By following the below procedure

Why is this important: To ensure that all Rockhaven communities are able to generate new traffic plus leverage current homeowner referrals

Creating Community Marketing & Staff Calendars Process

• Rockhaven Sales Advisor are to create a monthly Marketing Calendar that incorporates all community and broker marketing events for their community.

• Sales Advisor will combine monthly staffing calendar with the corresponding monthly Marketing calendar to combine all information. Sales advisor will email to the Rockhaven Homes VP Sales/Sales Manager by the 20th of each month for the next month, and then will save to the Teams folder. Sales Advisor will submit their Marketing Calendar as a 90 day forward planning of events for their community.

• Monthly templates can be found in Teams Channel Construction and Sales >Rocknet>Marketing & Staffing Calendars Templates. A marketing calendar sample can also be found in that folder.

CRM Management Process

Who is Responsible: Sales Advisor

What is the Goal: To ensure all prospective buyer, homeowner and agent data is updated in the CRM

How will it be Achieved: By Following the below procedure

Why is this Important: To successfully market to customers

CRM Management Process

Sales Advisors are responsible for updating and maintaining their community CRM platform, these responsibilities are to include:

• Entering traffic in Lasso

• Scheduling activities

• Sending marketing templates

• Answering web leads

• Sending mass emails

• Integrating buyers into IHMS

Lasso manual and Lasso videos are located in the Teams Channel Construction and Sales >Rocknet

Ordering Community Supplies Process

Who is Responsible: Sales Advisors are responsible for keeping model homes stocked with printed marketing pieces as well as model home supplies

What is the Goal: To ensure that all Rockhaven model homes have all needed materials for potential customers and clients

How will we achieve this: By following the below procedure

Why is this important: To ensure the best representation of Rockhaven homes to potential buyers.

Ordering Community Supplies Process

o The Marketing Director places all model, office supplies and sign orders on a weekly basis. Turn in the Collateral Toiletries Supplies and Signage Order Form on Monday by noon. Model supplies and signage can be picked up the following Monday at the Corporate office.

o Ordering forms can be found in Teams Channel Construction and Sales >Rocknet

Social Media Marketing Process

Who is Responsible: Sales Advisors are responsible for weekly social media postings

What is the Goal: To market to real estate co-ops and potential buyers

How will it be Achieved: By strategically planning weekly postings through various social media channels

Why is this Important: To ensure a consistent weekly marketing message for Rockhaven Homes to increase SEO and online leads

Social Media Marketing Process

• Sales Advisors are responsible for updating their Facebook, Instagram and LinkedIn pages on a weekly basis. A minimum of 3 social posts must be done each week. Sales Advisors are expected to take videos and high quality photos to showcase available or model homes as well as any standout features offered at the community. Make sure #Rockhavenhomes is tagged in every posting.

• Utilize ChatGPT to create social media postings.

• Follow all Rockhaven Homes social media channels. Like, share and comment on every Rockhaven Homes post as they are posted with your Sphere of influence and networking groups.

Sales Advisors to post on their social platforms by providing direction on policies and best practices outlined below.

Expected & Encouraged Agent Behavior on Social Media

Utilize social media best practices with respect for Rockhaven Homes, its buyers and affiliates. These include:

● Sales Advisors are expected to take videos and high quality photos to showcase available or model homes as well as any standout features offered at the community.

● Document onsite events to promote positivity and attendance including tagging sponsors, people in attendance who give permission and decor.

● Share content from Rockhaven Homes cultivated and approved posts on main account pages including Facebook, Instagram and Pinterest.

● Sales Advisors are encouraged to share Rockhaven Homes’ content on their personal pages to increase the reach. Please see below restrictions for personal page guidelines.

● Content published on social media platforms should be of high quality and reflective of Rockhaven Homes brand.

● Include site links or action items such as community office hours, phone number or email address to contact and directions to the sales office.

Prohibited Agent Behavior on Social Media

● Users are prohibited from engaging in communications that disparage or demean Rockhaven Homes or other individuals based on race, national origin, marital status, sex, sexual orientation, disability, age, religion, or any characteristic protected under federal, state or local law. Disparaging communications include distasteful jokes or communications that disparage or defame the products or services of Rockhaven Homes, other users, vendors or competitors.

● If a Sales Advisor comments on Rockhaven Homes or identifies him or herself as a Company member or Subscriber, the Sales Advisor must be professional and courteous, and follow the standards of acceptable business communications.

Social Media Marketing Process

● In addition: ○ Sales Advisor comments must not disclose any confidential or proprietary information about Rockhaven Homes, its customers or suppliers including last names, addresses or personal and protected information or post pictures of them without their permission

○ Sales Advisors must not use vulgar or sexually explicit language.

○ Sales Advisors not discriminate on the basis of race, gender, religion, age, disability or any other protected criteria.

○ Sales Advisors must not use Company trademarks or copyrighted material outside of Company use without written permission.

Any violation of this policy can result in disciplinary action, including deletion of inappropriate posts or exemption from participating in Rockhaven Homes social media.

• Tag Rockhaven Homes: @Rockhavenhomes on Instagram and Facebook

• Tag people: New homeowners, co-op agents, businesses

o Use photo release form for events – *CE Classes are exempted from photo release forms

• Take videos & good quality photos of homes + features.

• Hashtag Discussion - When using hashtags there are some ideas to consider:

o Use location hashtags. Ex: #newhomesatlanta

o Other hashtags to include in your post are: #newhomes #newconstruction #homebuilder #rockhavenhomes

• Document events: Tag vendors, main page, use Instagram & Facebook

• Describe what the post is for

o Events

o Promotions

o Invite to community model

• Share from Rockhaven page

• Comment with answers to questions

Remember: If it’s meant to be, it’s up to me. No one is coming to the rescue!