Sales Advisors Sales Processes

Process for Rockhaven Sales Policies and Procedures

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.

Process for Rockhaven Sales Policies and Procedures

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

Process for Rockhaven Sales Policies and Procedures

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.

Process for Rockhaven Sales Policies and Procedures

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

Monthly Marketing & Staffing 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 with any and all license issues.

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.

Process for Rockhaven Sales Policies and Procedures

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 taken home and not stored in the model. You can use the bin provided to you for storage of these items if needed, but never in the kitchen cabinets, fridge, closets, sales office credenzas, nor pantry of the model home.

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.

Process for Sales Advisor to follow the Monthly Marketing Commitment

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.