Process for Sales Advisor to follow the Monthly Marketing Commitment

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 o Emails will have the subject line “Rockhaven Website Form Inquiry – Community Name” AND o Email will also be sent from Lasso CRM

• 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.

• 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.

Process for Sales Advisor to follow the Monthly Marketing Commitment

Customer Follow Up

• 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.

Process for Sales Advisor to follow the Monthly Marketing Commitment

• 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.

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.