TDRE Script Book

SCRIPTS

TABLE OF CONTENTS Welcome

Pg 55

Why Scripts Matter

Pg 66

Mastering Scripts

Pg 88

Key Communication Reminders

Pg 11

Affirmations & Visualization

Pg 144

Team Driven Real Estate Script Practice & Mindset Alignment Protocol

Pg 199

TEAM DRIVEN REAL ESTATE Organizational Promise Overview

Pg 20

TEAM DRIVEN REAL ESTATE Organizational Promise

Pg 22

Administrative Organizational Promise

Pg 24

Inbound Call Script

Pg 25

10 Voicemail Sequence

Pg 26

Value Proposition for Working With a Team

Pg 29

Cross Selling Team Vendors Introduction Script

Pg 31

Confirming Appointments & Tips for Getting Prospects to Show Up

Pg 35

Buyer Specific Scripts • Buyer First Call

Pg 38

• Buyer Questions

Pg 40

• Buyer Consultation Process w/ Objections

Pg 42

• Making an Offer

Pg 47

• Discouraging an Offer Too Low

Pg 47

• Talking w/ The Seller’s Agent

Pg 51

Seller Specific Scripts Pg 52

• Pre-Qual Script

Pg 54

• Seller Questions • Listing Presentation Process, Confirming Appointment, Objections, etc.)

Pg 57 Pg 70

• Home Value Leads - HVL

Page 2 of 196

Resistance to Appointment Setting

Pg 72

36 Types of Closes

Pg 74

10 Classic Closes

Pg 76

The BBA

Pg 77

General Objections

Pg 78

Resistance to Pricing to Sell

Pg 79

Resistance to Commission

Pg 82

Price Reduction

Pg 83

Team Driven Real Estate Rental Script

Pg 84

Objection Handlers

Pg 86

Language of Sales in the KW Culture

Pg 108

NLP - Neuro-Linguistic Programming

Pg 110

• Adverb Presuppositions and Tie-Down Questions

Pg 110

• Awareness Presupposition

Pg 113

• Automatic Presuppositions

Pg 115

• Temporal Presuppositions

Pg 117

• Verbal Pacing and Leading

Pg 119

Persuasive Language - Adverb Pre-Suppositions, Embedded Commands, & Modal Operators

Pg 123

Language of Sales - Lead Gen, Lead Follow-up, Listing Appointment, Price Reductions

Pg 125

Two Little Words to Close More Sales

Pg 129

Tie Downs

Pg 131

Feel, Felt, Found

Pg 132

How to Build Rapport in 60 Seconds or Less

Pg 135

5-10 Builder Script

Pg 136

FORD

Pg 138

Open House

Pg 141

• Welcome

Pg 141

• Visitors

Pg 141

• Visitors From the Neighborhood

Pg 141

• Feedback & Closing for Appointment

Pg 142

• Lead Follow Up

Pg 144

• Mega Open House - Door Knock Script included)

Pg 145

Page 3 of 196

Financial Analysis

Pg 148

Buyer Just Bought a home

Pg 149

Financial Analysis Spin Re-Activate Archive Leads

Pg 150

Door Knocking

Pg 151

Lead Script

Pg 152

FSBO

Pg 153

• Process and Scripting

Pg 153

• Objection Handlers

Pg 157

• The FSBO Script

Pg 159

Expired Scripts & Phone

Pg 165

Just Listed

Pg 173

Just Sold/Pending

Pg 174

Phone Call to SOI When Joining TDRE

Pg 175

Generating more repeat and referral business

Pg 177

• Coffee Dialogue

Pg 178

• SOI or Past Client Script

Pg 178

• Grow Your Database With Referrals

Pg 179

Planning the Year

Pg 180

Lead Follow Up

Pg 181

November & December Holiday Script

Pg 184

Exactly What to Say For Real Estate Agents

Pg 185

BoomTown • Workflow

Pg 186

• Lead Category Guide

Pg 187

• Icon Key

Pg 188

• Lead Life Cyclce

Pg 189

• Tags

Pg 190

Best Practices For Lead Response Management

Pg 191

Investment Analysis • MREI Pro Forma Example

Pg 192

• CIAS Pro Forma Example

Pg 193

Financial Literacy Book Sequence

Pg 195

First 10 Books to Read When Joining TDRE

Pg 195

Page 4 of 196

Welcome to Team Driven Real Estate’s Real Estate Script Book!

In this book, I have attempted to cover most of the common real estate scripts that you will likely need. If there is one that I have not included, email me and I will create it for you and add it to the next edition of our book.

Before we begin, let’s take a minute to talk about why scripts are so important. You see, your words do matter! Often, I will hear salespeople say, “Oh, I don’t need a script; I like to wing it,” or “I don’t like canned presentations.”

If they would really be honest with themselves, they would discover that they do have scripts (things they often say); however, what they say may not be as powerful as it could be.

• • • •

If you are looking to be more powerful and confident, and to produce consistent and predictable results, then you need scripts!

If you want to be free of worrying about what you will say next and be able to listen, focus on the customer, and put your efforts into building trust and rapport, then you need scripts!

If you want to do well, even on the days when you are not at the top of your game, then you need scripts!

If you want to be able to provide a tool that new agents joining your team can use to succeed, then you need scripts!

You know, it’s interesting that we often get to the point of being “just good enough” in our sales skills and then we stop growing and learning. If you are not selling and listing 100% of your prospects, isn’t there still room to grow? Shouldn’t we always be striving to be better than our competitors and to exceed our own personal best?

My hope is that, as you read these scripts, you will find them easy and practical, and you will set aside 20-30 minutes a day to practice them and internalize them.

Once you have internalized them, keep practicing until you are flawless, and then keep practicing them as a daily warm-up. Keep them handy for easy reference.

Onward and Upward...

Dale Snyder

Page 5 of 196

WHY SCRIPTS MATTER Which of these skills do you think is most important to a real estate agent?

• • • • •

Learn how to write good ad copy Learn to write a contract Learn how to do a CMA Learn to use the right words at the right time Learn how to market on the internet

Although learning to write a contract and a CMA, writing good ad copy, and learning how to successfully market yourself are important, these skills won't matter if you don't learn how to use the right words at the right time.

Success is most desirable, but unless you have the tools to get there, it can seem a most impossible feat. Scripts, script practice, and role playing will most certainly determine how successful one will be in real estate. Knowing exactly what to say and when to say it is crucial in your success. Seasoned, successful real estate agents script-practice every day. It is part of their daily routine. They're kept in sight when making calls and reviewed again before meeting clients.

The President of MAPS Coaching, Dianna Kokoszka, suggests these three tips to memorize and master scripts: Tip 1: Stand up! When you stand up and project a positive energy, people will respond with enthusiasm. At the beginning of his career, Chris Heller, a top producing agent (and now President of KW Worldwide) used his enthusiasm to counteract his lack of experience. “Enthusiasm sells,” he says, “So I practiced it. I wrote out my scripts, I chanted my scripts and I role-played them every day with agents in the office.”

Tip 2: Read the script out loud 25 to 100 times – fast!

Tip 3: Repeat this activity every day for a week, or until you can repeat the script from memory. Heller also role-played with agents in the office. “Once I had them internalized, I didn’t have to worry about what I was going to say, so I could relax and respond with enthusiasm.”

Page 6 of 196

WHY SCRIPTS MATTER (continued) As Gary Keller says, “Scripts really just provide a way of being prepared. You have to ask yourself what you want and then come up with language to express your goal. Scripts that work truly express your want, need or understanding of something – in words that have proven to be economical and effective.”

The scripts you will discover in this handbook have been proven effective since the inception of Team Driven Real Estate. We know script practice can be uncomfortable.

It's a new skill. But is it?

In certain scenarios in life, it can be important to know what to say and when to say it.

Something like a friend losing their parents or your grandmother becoming ill all require effective words at the right time. Record yourself, double-check your tone. Does it make sense? Is it right for the situation? It's script practice for life!

Purchasing a home is most likely a person's biggest dream and the most valuable asset they will probably ever own. Knowing what to say and when to say it will help your client feel comfortable with you as their agent and build their confidence that you are capable and will help them be successful in reaching their real estate goals.

Block time daily to script practice. Memorize and internalize them. These are your tools to help you accomplish what may seem like a most impossible feat... sweet success.

Page 7 of 196

MASTERING SCRIPTS 1) 2) 3) 4) 5)

Say the script out loud 25 – 100 times.

Internalize the script with role play and script practice.

Write it out at least 10x.

Memorize the script.

Record yourself saying the script and play it back. Does it sound natural? Where can you tweak the script so it sounds more like you?

How to Practice One of the best ways to practice is to find a practice partner(s). I suggest practicing faceto-face and over the phone. When putting your scripts to use, you will communicate with people over the phone and face-to-face, so it is a good idea to practice both.

When you practice, choose a script, eliminate all other chitchat, and get to work. Make the practice sessions realistic. It’s okay to hit each other with objections, but don’t be ridiculously tough or it will be a negative experience. Make sure to end all role-play sessions with a win. You don’t want a negative ending to be stuck in your subconscious.

Continue practicing by going back and forth for the full time allotted, taking turns being the customer and the agent.

Another way to practice is to read the scripts out loud over and over again by yourself.

Read them faster and faster, so that when you slow down, they will sound smooth and clear.

Some of you will do well when you transcribe them, write them out by hand, or even type them.

If you learn better by listening, record them in your own voice and play them back over and over again.

A few of my colleagues have shared their fun and efficient ways of practicing: •Practice with their kids.

•Practice with their team each morning to fire everyone up.

•Make a deal with their team to hit each other with objections throughout the day to keep sharp.

Page 8 of 196

•Carry the scripts with them for easy reference, so they can grab extra practice time when they find themselves waiting at the dentist, doctor’s office, etc.

•Record themselves reading the scripts on their smartphone, and then listen to them every time they are in the car.

•Have the scripts blown up and posted in their office.

•Say affirmations before their calls and in between conversations. “Prospecting equals freedom”, “This is my next appointment”, “They really need my help”, etc.

Determine what works best for you and do it daily!

“Somewhere, someone is practicing, and when they meet you, they will beat you if you aren’t practicing harder!”

On the next page I have outlined a few simple communication techniques to give you a head start. For more advanced techniques I encourage you to take Language of Sales w/ MAPS Coaching.

Record yourself! You may be shocked to hear how you sound. Send a copy to your coach and have them listen, too! Then we will help you fine-tune your skills so that you book more appointments in fewer contacts.

Tips for Mastery of Scripts Mastery 1.Practice 2.Emotion 3.Repetition 4.Minimize the number of scripts Say the right thing 1.More efficient and productive 2.Require less leads 3.So you don’t practice on your clients Real Estate Success Principles 1.Say the right thing 2.Say it enough times 3.Have people to say it to Sugar Lump Scripts - These are MONEY; memorize them!!

Page 9 of 196

Buyers

Sellers

Anyone

I can tell you have great taste

The landscaping you’ve done is quite amazing

You strike me as a “Do it yourself-er”

You know a lot about the market

You strike me as an honest person (studies show an 85% increase in honesty)

I respect how dedicated you are to finding a home

Wow! You look like you’re ready to move

I can tell you like to be prepared to make big decisions

The way you have staged your house could make all the difference

Page 10 of 196

I can already feel it, today is going to be a productive day Because of your profession I think it’s safe to assume you would know much more about this then I would

Key Communication Reminders 1.Relax and be conversational. If you sound like a telemarketer, they won’t like you!

2.Work to build rapport with them as quickly as possible. The fastest way to build rapport is to mirror and match their rate of speech, their tone and inflection, their speech patterns, and their body language (if you are having a face-to-face discussion). If you sound like them, you sound like a friend; if you don’t, you annoy them, and subconsciously they identify you as an enemy or a stranger.

3.Key Word Backtracking. As you listen to them you will notice words they like to say a lot— their favorite expressions. Sprinkle them in now and then (it makes them feel like you are talking their language).

4.Acknowledge and Approve. People love it when you are listening to them and they love it when you give them approval, although there is a difference between acknowledging and approving. When you acknowledge, you are saying, “I hear you.” When you approve, you are telling them that they are right. Be careful not to get stuck on one or two favorite ways to acknowledge or approve; instead mix it up so that you sound sincere.

Acknowledgement Words: •Really •Tell me more •I’m with you •I hear you •If I were you, I would feel exactly the same •Interesting •Oh no!

•You’re kidding!

•Seriously?

•I can appreciate that Approval Words: •Wonderful •Perfect •Excellent •Great •Terrific •That’s correct •You are absolutely right 5. When working with prospects and customers, it’s critical to ask a lot of questions.

However, we don’t want to sound as though we are interrogating them. Sprinkle in a few question softeners as you go. You don’t need to start each question with a question softener, just a few. You will want to soften the questions that may be more direct or confrontational.

“Why” questions can be especially confrontational, so when asking a “why” question soften it with one of the phrases below.

Page 11 of 196

Question Softeners: •I’m curious •I was wondering •Please tell me •May I ask •Tell me •Here’s a question A Few Additional Techniques Embedded Commands: •Hire me •Choose me •Meet with me •List with me •Sign the contract Powerful Statements: •“That’ a great question!”

•“That’s exactly why we should get together!”

Memory Joggers: In most of the scripts, you will be asking the client for a referral. Please remember that when they tell you that they don’t know anyone, often they just aren’t really giving it much thought. To help spark their memory, use memory joggers, like “How about someone at work, church, the kids’ sports team, in your neighborhood?” It’s amazing that, as you ‘jog’ their memory, they suddenly remember someone.

6. You cannot be powerfully persuasive when you talk fast.

7. Practice the power of pausing. When you pause, it gives them time to catch up. It allows your important thoughts to stand out and sink in.

8. A monotone voice is like valium. Be interesting to listen to; spark it up, it’s show time! This is especially important over the phone, because only 15% of who you really are reaches through the phone. If the people in your office aren’t complaining that you are too loud, you probably need to take it up a notch.

9. Practice active listening. Learn to read between the lines. Listen for their tone and the meaning behind their words. What are they really saying? Take notes. They love it when you write down what they say.

10. Never argue; even using the word “but” is argumentative. Instead use “and”, “and yet”, and “however”. Many of the scripts and objection handlers in the industry are poorly written because they make the client wrong. If you make them wrong, they will naturally shut down and resist you.

Page 12 of 196

11. Avoid weak language. Don’t say “if”, say “when”. Don’t say “try”, say “do”. Don’t say “possibly” or “maybe”, say “I will”.

12. Do not upswing your voice at the end of your sentences. It takes away your power and makes you sound tentative and weak. Practice down swinging your voice at the end, even when you are asking a question.

13. Be an active listener and you will hear everything they say. Don’t be quick to accept the “no”. Don’t take “no” when “yes” is still possible! Simply ask one more question and then attempt to close again. Keep going - take it as far as you can.

Zig Ziglar always said, “Timid salespeople have skinny kids!”

Page 13 of 196

Affirmations and Visualization Affirmation : " To state Positively."

We have spent a great deal of time studying the creation of affirmations and how they should be constructed and delivered. We all affirm, but too often we affirm the negative.

Of all the things you can do to create a successful mind-set, affirmations are the most important. This is where we learn to control our self-talk (Self-talk is that internal dialogue that we carry on with ourselves about ourselves and others); where we create the thoughts that produce the positive, productive attitude.

Seven ways to make your affirmations work: 1. Listen to, write out, or read the affirmations; preferably do all and do them often.

Some people write them out daily. Do what works for you.

2. Experience the affirmation in vivid detail. See it. Picture yourself as though it is happening to you. What do you hear? What do you smell? See the front door, step up on the porch and anticipate their welcome. Step into the situation and have fun with it. The more senses you can stimulate, the greater the impact the affirmations will have. Once you get used to this, it will only take you ten to fifteen seconds to go through the process with each affirmation.

3. Feel the emotions that come into play as you experience the affirmation. Are you enthusiastic, happy, and excited? Are you up? Are your expectations positive? Do you expect to get the order? Feel the sensation of knocking on the door; sense the excitement of making the sale or getting that promotion. See it, feel it, believe it, and it is yours. If you expect success, you will have success. If you expect rejection, you will get rejection.

4. The two best times for doing affirmations are early morning upon awakening and in the evening just prior to retiring. The morning is great, because it helps set the tone for the day. Evening, just prior to retiring, is an excellent time also, because the images you have before falling asleep seem to be more powerful than at any other time.

5. Affirmations supported with Baroque music at the "largo tempo", or 60 beats per minute, tend to create body and mind synchronicity, or alpha state, which produces a more relaxed feeling. As a side note, it isn't a bad idea to have classical music, at the largo tempo, playing in your office or home when you are reading. You will discover, as I did, that you retain information much better and you will find your concentration far superior than without the music. For those of you, who want to know more about this subject, pick up the book, “Super Learning" by Sheila Ostrander and Lynn Schroder.

Page 14 of 196

6. Do not overwhelm yourself with hundreds of affirmations. Choose the highest priority affirmations and work with them. As you get the hang of it, and you begin the positive circle of influence, you will find it very easy to work with affirmations.

7. Be patient. Give yourself time. Don't force change. Let it happen. Some see change immediately; others, in two or three weeks. It will happen; just let it.

Page 15 of 196

The Four Basic Steps for Effective Creative Visualization: 1. Set your goal - Decide on something you would like to acquire. Begin by choosing goals that you truly desire to acquire, and feel are easily within your reach. This will help reduce any resistance that may arise in you while exploring the new area of creative visualization. When you have enjoyed the results of these early exercises, you will be better prepared to move on toward the attainment of more challenging goals. Setting goals, achievable goals, is one of the most effective ways to begin accomplishing specific tasks and committing them to habit-induced skills.

2. Create a clear image or picture - Create in your mind an idea or mental picture of that which you desire. Involve as many senses as you possibly can. See it, hear it, smell it; bring the object or situation to life as if it already exists for you, just as you would like it to exist. It is sometimes helpful to get an actual physical picture of what you want, or to role play the situation you desire.

This is optional but can be very enlightening and helpful.

3. Repetition - Bring the mental image or picture to mind as often as possible. Visualize while in a relaxed state, and also let the images come to you casually throughout the day. Focus on the idea or image clearly, yet not intensely. There is no need to exert yourself in this exercise or try to force it. Let it happen easily and gradually and it will become more vivid and detailed.

4. Affirm - As you work with your goal through creative visualization, use positive statements to validate and express your dedication to the desired goal. Affirm that this idea or image does exist, see yourself receiving and/or achieving your desired goal. During this process, discourage any negative, debilitating or doubtful thoughts, enjoy the feeling that what you desire is yours now. A variety of things may occur as you work through creative visualization: *As you achieve that which you have been visualizing, acknowledge the achievement and enjoy it. *You may discover that the goal which was originally so important to you may lose its appeal and importance before it is realized. If you find this is happening, revise your goal or change it in a more favorable direction. It is a natural human process to change or alter a course of direction as you travel through life. *Be sensitive to the fact that if you feel stress or tension, that it is usually caused by your belief and your actions being in conflict. Change either your actions or your beliefs. And that is the essence of affirmations and visualization; you are working on new beliefs or actions, or both.

Goals: I set goals, short range goals, and long-range goals I plan my work, I work my plan My goals are achievable I prioritize my goals My goals are specific I optimize my energy because I'm goal-oriented I review my priorities regularly I visualize my goals Page 16 of 196

I quantify my goals I write down my goals Self Image: Ibelieve in me; I believe in what I think Isee myself as the person I want to be Iact as if I am the person I want to be Iam interesting, I am valuable Iattract good things My mind has unlimited potential Ihave a powerful personality Ithink positive thoughts I vividly imagine myself as I want to be I am confident in my ability to succeed Just Do it: My mind gives me information to help me get things done; when something needs to be done, I do it Iam a doer; I get things done, I am an achiever I am successful because I get things done, I do things now; I do what I need to do My mind is my greatest asset; it helps me get things done I have an alert mind and calm body because I do things now Lead Generation: Imaster my listing presentation Imake cold calls daily, I prospect daily Iam a good listener, I always ask for referrals Idress for success Iconstantly improve my sales skills I am successful at whatever I do Ienjoy listing properties Listings create sales activity Activity creates more listings Listing properties will make me successful Iprospect by mail, I prospect by telephone I smile when I am on the telephone Health and fitness: Ienjoy nutritious foods I select only those foods my body requires for proper nutrition and health My mind acts on healthy information I develop a stronger health-consciousness, every day in every way I am healthy, I eat properly, and I exercise regularly Iexercise for health; I am health conscious I notice changes in my life, and I like them; I feel great, I enjoy exercising daily, I see myself as I want to be

Page 17 of 196

Stress: I am the master of ease, I am in control I confront difficult situations in a relaxed confident manner Breathing helps me relax When I feel pressure, I relax the tension in my muscles I have an alert mind and calm body I function effectively under pressure, I am a high achiever For Customer Service Include a plan which enables you to provide the highest level of customer service to your clients.

For Other Areas of Your Life True success can only occur when a person is growing in all areas of life. Plus, it is easier to achieve business success when the rest of your life is flowing smoothly.

Include your plans, as needed, to improve other facets of your life that have an impact on your ability to produce real estate results (e.g., your physical condition, your spiritual life, your family, and your financial situation).

AFFIRMATIONS End your business plan with a list of 10 affirmations reinforcing your goals and the solutions you've decided to implement.

Make sure to read them out loud every day as you review this plan. Sample affirmations related to your business plan include: • • • • • • •

I easily sell 40 homes and earn $350,000 this year... YES! I have awesome systems in place which generate great leads for me daily! *I aggressively follow-up on my leads every day!

I set one hot appointment every day... YES! I love following my schedule every day because it allows me to easily reach my goals!

I love working on my sales skills every day!

My mindset is powerful! I am fearless!

I provide amazing service to my clients!

In closing, the purpose of this plan is to create a blueprint for your success in the year ahead.

The plan includes essential systems, skills, and a schedule necessary for your success. It should also be an inspirational and motivational tool to which you refer on a daily basis. It should have a meaningful title, inspirational goals, your 'big picture' vision, and powerful affirmations.

Page 18 of 196

Team Driven Real Estate Script Practice & Mindset Alignment Protocol Leader •Be in the room 10 minutes prior to script practice to put music on; it’s critical to have high energy music •Have 2-5 minute power-up video ready to play i. KW power-ups ii. Tom Ferry videos iii. YouTube inspiration •Affirmations ready for team to read out loud. Mix it up - sometimes chant them together, other times read them individually •Prior to starting, high-5 everyone! Get everyone pumped up… high-5’s release endorphins...

•Make sure everyone is standing up •Break up into groups - 2 people per group to optimize practice •Bring market data to share from time to time - ONLY to use for scripting directly not to be a class on other topics; this is script practice and mindset alignment i. Title reports ii. Our market data iii. Keeping Current Matters (KCM) •Audit leads for last 48 hours and discuss - as needed to aid in lead conversion or as an example of what to do for 10 voicemail sequence follow up as an example •Audit of appointments and discussion - as needed to aid in lead conversion Flow is to be as follows: 1.Music is on at 8:20am 2.High 5, smile, and energize sales associates as they come into room 3.Video is Played at 8:35am - no more than 5 minutes 4.8:40am - 9:00am Script for day gone over - DO NOT go over time, you are the example of time blocking and following a schedule. Monkey see… Monkey do…

Keys to Success: 1.Only focus on 1 script a week 2.Read the script word for word till it is internalized 3.Write down the Script 10 times outside of script practice 4.Voice record yourself and listen for tonality, pitch, pauses, upswings, and downswings 5. Revisit the script as needed to stay polished

Page 19 of 196

TEAM DRIVEN REAL ESTATE ORGANIZATIONAL PROMISE OVERVIEW •Promise to clients -- That the experience is so good they can't imagine working with anyone else. Do everything we can to stay out in front of challenges.

•Second part -- Not about them about us.... You are going to feel so great that you will email, text, or call me with questions about real estate.

•Third phase -- during the transaction you are going to be talking about us. So PLEASE get me their information via email, text, or call. Can you do that?

•Last part -- At the closing table and they are happy... You didn't send me the information of someone, so I am going to assume we didn't do our job. What could we have done better?

•This is a team effort, that is why it is called an Organizational Promise!

•Deliver from the HEART. Needs to be emotional... Listing Manager -- I know that Mike talked to you about our promise. If the listing agent didn’t, then it makes everyone look bad.

•Organization has to care about your clients and they get it naturally •Side conversation about this promise outside the script to occur throughout this process

by EVERYONE in organization •CRITICAL this happens all the way through... have to have this conversation by the second substantial meeting •Do not assume someone likes us, thinks we are professional, and set our bar high. So, when hard things come up strategize on how you will come together and fix it. Be curious and ask questions...

•MAKE A PROMISE TO CLIENTS AND LIVE BY THE PROMISE •Say you're going to do something, do it!

•40 contacts you are in relationship with and get 50% referral -- 20 - 10 - 5 - 2.5 - 1 •Customer service IS the lead generation

Page 20 of 196

•If support group is EXCEPTIONAL the customer will leave with an exceptional experience. Even if the agent is average and the success team is exceptional the customer will leave with an exceptional experience. The sales team and organization need to understand this.

Page 21 of 196

TEAM DRIVEN REAL ESTATE ORGANIZATIONAL PROMISE Start with a transitional statement, i.e. “So, before you go, there is one other thing…do you have another minute?”

Ok, let’s talk about “Our Promise”.

Our group has this “Promise”, this “Goal” to create this experience you honestly...you really cannot imagine being better.

Our systems and everything we do are designed around delivering on this Promise.

Everyone in our group is focused on what it is you want, what it is you need.

We make every effort to be out in front of everything, to stop the surprises and keep it as good as it can be.

Now there will be challenges, we know there will be, it’s real estate and it’s people.

Just know that to a person, our group is focused on creating that 10+ experience if you will.

And That’s Our Promise!!

Doesn’t that sound great?!? (wait for response) _____________________________________________ So, there is something that I want. (Smile and get some humor in at this point).

Just to say it, another goal we have is that some time from right now….until the day we close on your home….that you will feel so great about what we are doing for you, that you will call me…..text me…..or email me with the name of somebody that needs help in real estate.

They might just have a general question, they might need to buy or sell a home, they might need to refinance; they just need help with real estate.

Do you think you could do that? ______________________________________________ To be sure you understand what I’m asking - While we are working together you will hopefully be giving my name out which I truly, truly appreciate…word of mouth is our lifeblood.

Page 22 of 196

What I’m asking is that you take the next step…to make sure I have a chance to help…in addition to giving my name out, please call….text…..or email me their information because then there is a 100% chance that I’ll get in touch with them. (pause) Can you do that? (wait for answer) OK, that will be great…So you will call, right…? (wait for answer).

OK, that would be perfect! _______________________________________________ Now, if we get to the date of closing and we are sitting at the closing table, we’ve signed all of the paperwork and you haven’t been in touch with the name of someone we can help, I’m going to assume that our group didn’t deliver on the promise.

That we could have done better.

So, I’ll want to talk to you about it and find out what we could have done differently in order to have earned that referral.

Will that be OK with you?

Well OK (name), I am going to count on it. I am going to count on you sending that referral. (shake hand, touch arm, or some form of physical connection)

Page 23 of 196

TEAM DRIVEN REAL ESTATE ADMINISTRATIVE PROMISE One last thing before I let you go….

(Name), I'm sure when you spoke with (agent on team), he/she had mentioned our promise as an organization to you?

Yes… Fantastic! We take this very seriously and we want to ensure we deliver on this!

No... No problem, I am sure it slipped his/her mind… Fundamentally it is my responsibility to articulate what it represents and deliver on this... So… (Go into the script of our organizational promise not the below script) I just want to let you know... that it's also my responsibility to uphold this promise to you. So, at any point throughout the course of this process...from here to the closing table...if you feel that I'm not, or anybody else in the organization is not, upholding this promise of exceeding your expectations and staying out in front of the challenges, I need you to promise me that you're going to let me know. You promise?

Great!

So, there is something that we want in return… as you probably know.... (Smile, chuckle, and get some humor in at this point).

•Just to say it, another goal we have is that some time from right now (pause) until the day we close on your home….that you will feel so great about what we are doing for you, that you will call us…..text us…..or email us with the name of somebody that needs help in real estate, (consumer). Deal? You promise? Awesome!

•They might just have a general question, they might need to buy or sell a home, they might need to refinance; they just need help with real estate (consumer) (have fun with this!)

•The last component, and this is of course only if we have earned it, we would like to get an online review from you on the experience with our team. Deal? You Promise? (have fun with this) (Consumer), I want to thank you for your time and we greatly appreciate the opportunity to help you in this important real estate transaction!

Page 24 of 196

TEAM DRIVEN REAL ESTATE INBOUND CALL SCRIPT IT’S A GREAT DAY AT TEAM DRIVEN REAL ESTATE! THIS IS _____ HOW CAN I HELP YOU!?

Date: _____________________ Source: (how did you find us?)_____________________________________________ Name: ________________________________________________________________ Phone Number: ________________________________________________________ Email: ________________________________________________________________ What price range are you looking in?

Who has been helping you with your home search?

Are you currently renting the property you’re in or do you own?

When does your lease end?

Do you need to sell before buying?

If yes: Excellent! We have a listing specialist that will be able to discuss what your home is worth in today’s market, as well as what is available for you to purchase.

Would _______ at _____ work for you? (SET APPOINTMENT or at least a phone appointment)!

Will there be anyone else purchasing the property with you?

When do you see yourself in your new home?

Tell me what is most important to you in the home you buy? Why is that important… any other special requirements?

I have access to every single property available. Have you seen any other homes you would like me to get the information on?

Do you have a lender?

If yes: Who is the lender?_______________ Prequalification amount?_______________ Our lender is extremely aggressive and finds the absolute best rates: would you like to get a second opinion on your loan (name)?

Let’s get together and start the process! What time and day is best for you?______________ I want to thank you for calling. There are many agents to choose from, and we appreciate you entrusting us!

Page 25 of 196

TEAM DRIVEN REAL ESTATE SAMPLE 10 SEQUENCE VOICE MESSAGE SEQUENCE Potential Message #1 Hi, it's (agent) w/ TEAM DRIVEN REAL ESTATE. First, I want to thank you for inquiring about the (property, website, open house, etc.). I specialize in the area you are inquiring about and I know I can help you find the right home. Give me a call back when you have a moment, or you can reply to the email/text I will be sending you. Thank you for your time, we look forward to earning your business, whether it is today, in a month, year, 5 years, or 10… it’s all good to me... again…This is (Agent) w/ TEAM DRIVEN REAL ESTATE and I am available for the next (hours of time).

•Email/Text #1 - Perhaps tax record for home or custom email if higher price point, email about the value in searching on our website canned email, if not a Brivity direct lead, set up E-Alerts as the value in searching on our website states you will do, send bomb bomb video, jing comps or RPR if not on seller BT drip, marketing proposal, handwritten note, mail item of value, KCM, etc.

Potential Message #2 Hi, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I left you a message (earlier today or leave a message on this call if you didn’t on the first). I'm calling to make sure that you received the information I sent you on the (home, buyer guide, E-alerts, marketing proposal and/or jing comps/RRP if seller, etc.), to see what your timeline is like, and if there are any other properties that you would like more information on. The more I know about your timeline the better I can assist you. So, give me a call back or respond to the email I sent you. If I don't hear from you, I'll reach back out to you in (1-2 days). This is (Agent) w/ TEAM DRIVEN REAL ESTATE. •ONLY send email/text of item of value if you didn’t after call - possibly send item of value like buyer guide, tax record, RPR or comps for that property, KCM, etc.

Potential Message #3 Hi, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I left you a couple of messages. I was thinking about you, and wanted to make sure that I understand your timeline so I can be of best service to you. I am here for you to answer any questions you have and help you with your real estate goals. I also emailed you (item of value, E-alerts, etc.), I wanted to make sure you received it, so either call me back or simply reply to the email I sent so I know you received (item of value). If I don’t hear back, I'll check in with you in (1-4 days). This is (Agent) w/ TEAM DRIVEN REAL ESTATE. •Email/Text #2 - value of searching on our website template email, buyer guide, relo guide, bombbomb video, jing comps, RPR, article, seasonal guide, last month's e-newsletter, zip code map, KCM, etc.

Page 26 of 196

Potential Message #4 Hey, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I hope you're having a fantastic (day and/or great weekend)! You know I've left you a handful of messages, I called you last week, said I was gonna call you today. Well, I just want to touch base with you, I know I can help you achieve your real estate goals whether it is today or in the years to come! Give me a call when you have a moment. There's some great opportunities (create urgency - there's another home similar to the one that you inquired about that I think is gonna interest you, seasonal urgency, interest rates, some great sales recently that will increase your value, etc). So, call me back when you can. If I don't hear from you, I'll check back in with you in (1-7 days, pick specific day). This is (Agent) w/ TEAM DRIVEN REAL ESTATE. Potential Message #5 Hey, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. As I said in my last message, I was gonna be reaching out to you today. That home that I had mentioned, that one is sold/still on the market/under contract/price reduction/etc. (if you used urgency about new home on market, if other urgency was created touch on that). There are a lot of opportunities in the market, however the good ones go quickly. So, I just want to get a few moments of your time to find out what your real estate goals are so I can be of the best service to you and achieving your real estate goals. If I don't hear from you, I'll check back in with you next week. I'll call you on (day).

This is (Agent) w/ TEAM DRIVEN REAL ESTATE. Potential Message #6 Hey, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I'm checking in again like I said I would. I'm sure that at this point you're seeing that I am very persistent and tenacious and I'm sure that's the kind of real estate professional you want representing you in your real estate needs. Again, there are a (create sense of urgency - few homes that I think are gonna interest you that are in the basic criteria of the one you inquired about, there are a few recent sales in your community, etc).

So, give me a call back when you can so we can go over those. If I don't hear from you, I'll check in with you (1-7 days, pick day). This is (Agent) w/ TEAM DRIVEN REAL ESTATE. •Email/Text #3 - Perhaps use the 5-10 Builders Script for this message, jing comps for their criteria, tax record, news article, canned email template of some sort (Zillow profile, KCM, etc.)

Potential Message #7 Hey, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I hope you're doing well and everything's alright with your family. I was thinking about you and wanted to understand your timeline for purchasing a home in (area) so I can properly follow up with you based on your goals. I also will send you a summary of what has sold in the area that you inquired about. So, look for that email, you can reply to that email and if there are other homes that you'd like this information on, just go ahead and let me know. Again, I'm here to serve your needs and help you find the right home.

This is (Agent) w/ TEAM DRIVEN REAL ESTATE. Have a great day!

Page 27 of 196

Potential Message #8 Hi, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. As I mentioned again, I was gonna check back in with you next week. Well, it's next week. I hope you're having a fantastic day! I sent you that email that I mentioned, and I didn't get a response. I just want to make sure you received the summary of what has sold in the neighborhood/zip code you originally inquired about. What I'm gonna do now is I'm gonna send you a summary of what's been going on in the last 90 days in the general area. And I’m also gonna make sure to send you a copy of our (item of value). As always feel free to call me, text me or email me back. Have a fantastic day and I will reach back out to you in a week or so! This is (Agent) w/ TEAM DRIVEN REAL ESTATE. •Email/Text #4 - Final item of value, make it a good one… this is the last item of value then 2 more calls...

Potential Message #9 Hi, it's (Agent) w/ TEAM DRIVEN REAL ESTATE, again…Did you enjoy that (item of value) that I sent you? I get you are busy and have a lot going on…So, if you are working with another Realtor, already bought, or if you're not in the market currently looking to buy, sell, and/or invest it is all good with me… Just give me a call back, text, or email so I don’t keep bothering you… Once I know your timeline and goals I can be of the best help and service to you and your family. This is (Agent) w/ TEAM DRIVEN REAL ESTATE. Potential Message #10 Hey, it's (Agent) w/ TEAM DRIVEN REAL ESTATE. I hope you're having a great day! I haven't heard back from you and it's all good, I understand you're probably busy. What I'm gonna do at this point is I'm going to (cease calling you, check in every month, quarter, 6 months, year, etc.). I don't want to keep bothering you.... So, if you have any real estate needs in the future or know of anybody who is interested in working with somebody that's as tenacious and committed as me on one of the Top Real Estate Teams in the Valley please reach out to me. We look forward to serving you. We will continue to send you our (email newsletter, financial analysis, etc.) You'll get “that“ about once a month... You have a fantastic year and if ever there's anything I can do...

You can call me at (your number). It’s (Agent) w/ TEAM DRIVEN REAL ESTATE of KWR. NOTE: THIS SEQUENCE IS TO BE USED LOOSELY AND THE KEY IS TO KNOW THE ITEMS OF VALUE TO OFFER AND WHAT WORKS BEST FOR YOU DEPENDING ON THE LEAD SOURCE, MARKET CONDITION, AND TIME OF THE YEAR.

Page 28 of 196

LET ME TELL YOU ABOUT HOW WE WORK Value Proposition of Working with a Team (Name), let me tell you a little bit about how our team works and how that's of benefit to you, sound good?

Okay, great!

(Name), I specialize specifically with buyers (depending on the consumer needs) and I have a team that supports me, so I am able to focus 100% of my time and energy on helping you with your goal (buying/selling/investing).

(Name), this team is made up of a marketing team and administrative team that manages all the paperwork so I can focus specifically on you attaining your goal.

(Name), I also have an extended team of Vendors which includes inspectors, lenders, handymen, and all types of contractors that I can refer to you to help you during this process and in the years to come.

•

Close!

So, when is a good time to meet? Today at 2 or 4?

•

So, my action items are to do x, y, and z then circle back to you. Is there anything else that I should be doing?

•

So, I am going to go preview 3-5 homes that meet your needs and send you a video…

Cross Selling Listing Agent or Buyers Agent Mr. Consumer, let me tell you a little bit about how our team works and how it's a benefit for you, is that ok?

Great!

You see, we are a team of highly productive agents that all specialize in different aspects of the market and geographic areas. I personally specialize in (buyers, sellers, marketing, office admin, etc.) so I'm able to give you the highest level of service and attention needed to (find you the right home, focus on selling your home, manage the paperwork, etc.) and (negotiate the best price and terms, find your dream home, etc.). I also have a business partner who is amazing! (Name of Listing Agent or Buyer’s Agent). You see this agent specializes only on (listing and selling, helping buyers) for the team, and he/she is amazing and great at what they do!

So, what I'd like to do is schedule a quick consultation for (agent) to: •Go over what's going on with the current market and what your home would realistically sell for in today's market. So, what's the best time for (agent) to call you? … or pop by your home?

Page 29 of 196

•Either call you or better yet, pop by the office so you can shake hands and go over a needs analysis with you and listen to your needs so (agent) can get to work finding your dream home!

Ok, fantastic!

Well, again, you know I'm so excited! I know we can help you achieve your goals! Once again, you're going to get two of us, instead of just one agent. I'll be working with you on the (buy side or list side) and then the expert on the (listing or buyer) team, who sold hundreds of homes for us, will be the one working with you on selling your property. So, that's one of the great values of working with a team like ours. So, I'll make sure to have (agent) call you. Then we'll circle back and have a conversation, myself and the agent. Then I'll call you back once that has happened.

Thanks again and have a great day!

Page 30 of 196

Cross Selling the Administrative Support Once an RPA is Executed (Consumer), Congratulations I am so excited for you! What questions do you have? Any others?

Ok great… Here are the next steps…

•Remember when we I told you about the team and how that is of benefit to you? -- If you didn’t cover this in the consult/appointment role intro, then let me tell you about TEAM DRIVEN REAL ESTATE and why that is of benefit to you…

•So, what I am going to do at this point is debrief with (administrator), he/she is AMAZING and a true expert at this part of the process. You should feel so THANKFUL that you get (name) to take care of you at this point, he/she is way better than I am. I will continue to be part of the entire process; you will just have a point person for all your questions and paperwork as we move through the next phases of the process. (Remind them from the initial consult what the phases are)

•Fantastic so we will ensure that the inspection is ordered asap, (admin) will ensure that you get your EMD deposited into Escrow, and get you one step closer to getting the keys/handing over the keys!

•Revisit the of the Organizational Promise and that the admin will be bringing this up on the intro call you should receive in the next (time frame). Ask for the REFERRAL, this is a referral moment!

Cross Selling Our Preferred Lender (Consumer), what I would like to do at this time is connect you with (loan officer) at (company), he/she is amazing and we have been in business with (company) for years because they are the largest lender in the state of Nevada and do not charge (name specific fees), and are customer service based in their approach. Sound good?

Possible Objections: •We already have a lender •We will talk to one when we find the right home •We have great credit and have bought recently

I can appreciate this, and wouldn’t you agree that this is one of the largest financial investments you will make? Yes… so the most important thing to NATURALLY do at this point is at least have a quick phone conversation with (loan officer) to ensure you get the best loan program and rate, right?

Page 31 of 196

So, what I am going to do is CC you both in an email to do a soft introduction, then I will call (loan officer) to debrief him/her on our conversation so you don’t have to repeat yourself. What is the best time for him/her to call? Great!

(Consumer), I am so excited to HELP you achieve your real estate goals, and I KNOW I can deliver what we call our Organizational Promise for you! (Go over if you haven’t) As a follow up, I will call you after I hear from (loan officer) or feel free to call me after you talk with each other. Communication is key, right? We are a team and need to all remain on the same page!

Page 32 of 196

Out of Town Agent Referral Thank you for letting me know... Congratulations on the decision to move to ....

We have an extensive network of top agents throughout the country that we personally have vetted, interviewed and refer to our clients.

So, what we will do for you is pair you up with an agent for you to interview that we've already pre-screened and vetted. Sound good?

So, what I'm going to do is to have the agent or agents give you a call, or would you prefer that I connect you with them via email?

Protocol When You Have a Referral •Send referral to referrals@teamdrivenrealestate.com; this will hit multiple emails and allow for proper tracking, payments, referral forms signed, and most importantly will allow TEAM DRIVEN REAL ESTATE to place the lead strategically for future business development and level of service •Put the full name, city, and zip code (if possible) of the referral and whether it is an inbound referral or an outbound referral

Page 33 of 196

INTRODUCTION SCRIPT Hi____, this is ______ calling with TEAM DRIVEN REAL ESTATE . This is just a quick courtesy call.

•

We met at an open house on Main Street last weekend

•

You’ve been actively using my website to search for homes

•

I see your home is no longer for sale

•

At some point in the past, you had called about one of our properties

•

I saw that you looked at 1234 Main Street The reason for my call today is because

•

We met at an open house on Main Street last weekend

•

You’ve been actively using my website to search for homes

•

I see your home is no longer for sale

•

At some point in the past, you had called about one of our properties

•

I saw that you looked at 1234 Main Street

Page 34 of 196

Confirming Appointments SCRIPT - (Consumer), this is (Agent) w/ TEAM DRIVEN REAL ESTATE. I am calling to confirm our appointment at (date and time); are we still on for this meeting?

Yes… Great! I KNOW I can help you (sell/buy/invest) and negotiate you the best (deal, highest price, etc.). I have a couple of questions, so I am best prepared for our meeting.

•review pre-qual script to get the rest of the questions answered.

•What specific questions do you have for me?

•What specifically would you like me to have/bring to the appointment? Anything else?

No… Oh, that’s unfortunate I have spent a lot of time getting ready... No problem things come up!

I KNOW I can help you achieve your (specific goals). When is another time in the next (time frame) we can reschedule? Great! Since I have you on the phone, I have a couple of questions….

•review pre-qual script to get the rest of your qualifying questions answered.

•What specifically would you like me to have/bring to the appointment? Anything else?

Key Pointers •This is your opportunity to dig and get more information so you don’t show up to objections that you haven’t spent time practicing and/or marketing sellers will be asking you about •Confirm the appointment at least 24 hours in advance and again the day of •Calendar invite them via email so it is in their calendar as well •Be excited!

•If they won’t meet you at the office first, give them 1 free-bee! Show them a home and go over the consult at the home or get them to a coffee shop or back to the office after the showing •If ISA booked you, you MUST follow up quickly and daily until you get them on the phone to commit!

•You are interviewing for the job all the way to escrow, do NOT forget this nor loosen your guard.

BE the professional that delivers on the Organizational Promise!

What to do When a Prospect Doesn’t Show?

•Don’t Judge! Things come up… and the reality is unless they are buying or selling IMMEDIATELY this isn’t an urgent appointment for them.

Page 35 of 196

•SCRIPT - (Consumer), this is (Agent) w/ TEAM DRIVEN REAL ESTATE. I hope everything is ok… we had an appointment scheduled and you didn’t make it. I have spent a lot of time to get ready for this appointment and I KNOW I can help you achieve your goals! Give me a call, text, or email when you can… again I hope everything is ok… If I don’t hear from you, I will follow back up with you tomorrow.

Tips for Getting Prospects to Show Up •Tip 1: Try not to set appointments more than two weeks out. The longer the period between the time you set the appointment and the appointment date, the higher the probability that your prospect will run into a conflict.

•Tip 2: Script - While you are on the phone with your prospect confirm the date and time, then repeat

it back. I usually say something like this, “Okay, (consumer), so just to confirm, we are meeting on

(day), at (time), is that what you have?” This step ensures that there is no gap in communication.

•Tip 3: Follow up with an email confirmation and/ or meeting request immediately after you hang up the phone. That just provides one more layer of confirmation and a meeting request gets the time and date into your prospect’s calendar.

•Tip 4: Send a handwritten note confirming the appointment. For over 10 years I have kept a stack of pre-stamped post cards on my desk. “(Consumer), I’m looking forward to seeing you on (day of week), (month and date), at (time). Have a great week!” At the end of the day I just drop the cards I have written into the mailbox. This is an extremely effective tactic and it will improve your show rate tremendously.

•Tip 5: Call and leave a voicemail the evening before your appointment. To do this, just call after hours so that you know your call will go to voicemail. Say something like this, “Hi (consumer), this is (agent) w/ TEAM DRIVEN REAL ESTATE, I’m just calling to tell you how much I’m looking forward to seeing you tomorrow at (time).” Why do you want to leave a voicemail? The answer is a voice mail won’t cancel your appointment. If you call (consumer) directly to confirm your appointment, my experience is there is a 30-50% chance that the consumer will cancel or reschedule. And if

Page 36 of 196

that happens you may never get into see him/her again. However, if you leave a message the consumer will be reminded of your meeting in the morning and will in most cases honor your appointment.

•Tip 6: Send Items of value before and during the time window leading up to the appointment like: Buyer Guide, Seller Guide, Seasonal Guides, Relocation Guide, Marketing Proposal…If this is a seller lead and it will be several weeks get them on the 9x9 mailer.

The most important thing you can do is to be disciplined to execute this process with every appointment. It may seem a bit tedious, but in the long run it will save you time and put more qualified prospects in your pipeline.

ALL THE MONEY IS IN THE DETAILS!

Page 37 of 196

BUYER FIRST CALL *KEY* DO NOT LEAD THE WITNESS. LET THEM TELL YOU WHAT’S IMPORTANT AND ASK… WHY IS THAT IMPORTANT? Hello...this is _________ at TEAM DRIVEN REAL ESTATE and I was requested to reach out to you.

I’m the designated professional REALTOR in the area for [LEAD SOURCE]...did I catch you at a

good time and can we talk for a couple of minutes?

Are you relocating to this area or do you currently live in the area?

Great, what is the perfect time frame for you to purchase a home?

Let me ask you this...what is important about _____? Anything else? ….

Do you currently own a home or are you renting? (own) - Great, do you need to sell that home before you purchase your next home? May I ask...where is it located? (rent) - Great...may I ask where you live? Are you on a month to month or do you have a longer lease?

Have you already spoken to a lender regarding financing or do you need a great referral for that? (have lender) - Great, may I ask who you are working with? (don’t have lender) - As part of our customer service we have an excellent lender who will make the process easy and they are extremely competitive with their rates and charge no lender fees! ... when would you like our lender to give you a call to start the preapproval process...later today or would tomorrow be better?

So, tell me about the perfect home for you? *DON’T LEAD THE WITNESS. GET THE BELOW INFO AFTER YOU ASK

WHAT IS IMPORTANT TO THEM IN THE HOME THEY BUY… WHY IT’S IMPORTANT… WHAT ELSE? … ETC.

Detached or attached home?

Price range _____________________________________ Bedrooms ______________________________________ Bathrooms ______________________________________ Square footage __________________________________ Yard ___________________________________________ Schools ________________________________________ How many people in your family ______________________ What is important about having _______________________ Tell me more about that _______________________

Page 38 of 196

What would having __________ do for you and your family?

The first step is for you and I to get together and for you to come to our office for about 15-20 minutes so we can go over the buying process so we can help you find the best valued home in the market with the least amount of inconvenience to you and your family...how does that sound?

Would you be available Monday afternoon or would Tuesday afternoon be better for you? *NOTE* ONLY SCHEDULE AFTERNOONS… LEAD GEN IN THE MORNING!

Great, so prior to our appointment I’m going to send you an email with our buyer information package which will answer a lot of your questions about the buying process.

When we see you on _______ we will also review the top 3 or 4 homes that will meet most of your requirements and we can then go see them and any others you’d like to see.

My goal is to deliver excellent customer service and help you find a great home at a great price.

Do you have any other questions for me at this time so I’m best prepared for our meeting?

Here is my contact information (phone, email)... may I review yours again (phone, email)...and your spouse’s?

Thank you and I look forward to meeting with you on _________ at __________.

Have a great day!

• •

NOTE: Make sure all decision makers are present Where do you search for homes? Any you want me to look into?

Page 39 of 196

Buyer/Listing Questionnaire Value Proposition for Buyers Your perfect home purchased for the least amount of money in the least amount of time.

Buyer Leads to Listings Do you own or rent your current home?

Have you checked recently to see what your home is worth? Would you have to sell before you buy?

How many properties do you currently own?

Do you have any other properties that you would like to sell or receive a financial analysis on?

How much would you like to get for your home before you buy?

Do you know how much homes around you are selling for? Would you sell your home today if you COULD?

Buyers Questions Are there any other areas that you are interested in other than this area? When ideally would you like the keys to your home?

What’s important to you about this area?

How long have you folks been looking for a home?

Have you seen any homes that you like? Can you describe them for me? How soon would you like to move in?

Do you need to sell an existing home to buy the next one? Are you working with any other Real Estate Agents?

What price range are you considering? and… how did you narrow it down to that price? Paying cash to this amount or pre-approved for this amount (a clever way to see if they are approved or not)?

How many bedrooms and baths do you want in your new home? Why is that important to you?

What other features are you looking for in your home? Why is that important?

I am sure you and your lender have determined a down payment- How much are you going to put down? What is the maximum monthly payment you would like to have?

Are there any other people who need to see the home before you make a decision to buy? How many are in your family?

Oh, then you have children? What are their ages?

What do you do for a living? How long have you been there?

Have you seen any homes you like? Tell me about your dream home?

Page 40 of 196

Is this your first time buying a home?

What are the must haves and must not haves in your ideal home? Are schools important to you?

Are you looking only at resale or is new construction an option?

Other Key Scripts to Have Dialed in To Work with The Above Questions: 1.

2.

3.

Financial Analysis Cross Selling Team and Vendors Resistance to Appointment Setting

Page 41 of 196

The Buyers Consultation

BUYERS UNIQUE SELLING PROPOSITION DIALOGUE Buying the right home can be very challenging these days. How’s it working for you?

[Their response] What I have found is most agents don’t have a plan to help their buyers. Instead they just show them homes you could have seen online. By the way, are you looking for homes online? [Their response] Well ... that’s why we have developed a proven strategy to assist our clients in finding the right home, the right location or terms, and at the right price. Is that something you would be interested in hearing about?

ATTRACTING BUYERS DIALOGUE 1. Based on what you have told me ... I am certain I can assist you! Let’s schedule a time to sit down so I can show you exactly how we position you to win in this market.

2. What’s your schedule like this week?

3. Great, let’s meet at my office, how’s (day and time)?

4. At this meeting we will outline the best process for you and your family to buy a home ... Sound good? I can’t wait to meet with you!

THE CONSULTATION/PREPARING FOR SUCCESS Always start with the mindset of a consultant, not a salesperson. Discover their problems and challenges in finding the right home.

Be a resource and be resourceful (solve their problem) Prepare your environment and your presentation for your first meeting (remove sales barriers or distractions). Have all your paperwork prepared for the BBA. PART 1 - BUYER QUESTIONNAIRE DIALOGUE 1.

So, tell me about yourselves.

2.

What are some of the reasons for making the move?

3.

How long have you been looking?

4.

What websites do you use to find property? How’s it going so far?

5.

Tell me ... what hasn’t worked for you in the home buying process?

6.

Have you seen anything you really like? Or written offers on?

7.

Have you narrowed your focus to a specific community?

8.

What’s important to you about the location/community you live in?

9.

Tell me about your ideal new home.

10.

How many bedrooms?

Page 42 of 196

11.

How many baths?

12.

What additional rooms do you need?

13.

Tell me about your ideal location.

14.

What are the five things you can’t live without?

15.

What should we avoid with your new home?

16.

What’s most important to you in buying a new home?

17.

And how is that important to you?

18.

So ... let’s recap ... you want to buy a home with ____ , ____ and _____. And you also want a home with ____ , ____ and _____. Did I miss anything? (This is where you feed their values back to them.)

19.

And how about the agent you choose to represent you, what’s important about that?

20.

What’s your timing... how soon would you like to be in the new home?

21.

What’s your plan “B”... in case this doesn’t work out?

22.

23.

What price range are you looking in?

Have you met with a lender? What have they told you? How much money are you planning to put down? If there was an advantage to a second opinion, would you be interested?

24.

Is there anyone else involved in the home buying process?

25.

I’ve asked you so many questions ... do you have any questions for me?

PART 2 - EXPLAINING TODAY’S HOME BUYING PROCESS (Name), let me show you today’s buying process: 1.

Choose an agent to represent you.

2.

Meet with a lender (or two) for pre-approval and lock in your rate.

3.

View property online and at open houses, while I preview and look for homes not yet on the market or coming soon.

4.

Identify your ideal home and then begin negotiations.

5.

Do due diligence, meet all guidelines and time frames and close on the property.

6.

You get to move into your new home.

PART 3 - EARNING EXCLUSIVITY 1.

Now that I know exactly what’s important to you ... and we are clear on the home buying process ...

2.

I want to spend some time quickly showing you what I do above and beyond for my clients ...

3.

Fortunately, when you hire me to represent you, you’ll recognize that I do so much more than the average agent and have the horsepower of an amazing team to support you in this process.

Page 43 of 196

• I only work with a small number of great clients ... like you ... to ensure a personal touch.

• I preview daily and weekly previewing on your behalf.

• I contact best agents for their “coming soon” listings getting you early notice.

• I use the Yikes Marketing Letter to find off market homes.

• I research bank owned and notice of defaults (if available).

• I will actively door knock communities you like to find you a home.

• I will only show you property that matches what you want.

• I will negotiate aggressively on your behalf.

• I will work with your lender and our affiliates... to ensure a smooth transaction ... and close.

4.

5.

Bottom line when you buy a home ... it can be stressful, and my job is to remove as much of the stress as possible ...does that make sense?

So ... would you like me to help you find a home?

Page 44 of 196

OBJECTION HANDLERS “How about if I sign your agreement after we go out one or two times?”

I hear you ... in that case ... let’s sign a one-party showing agreement on the homes you’d like to see ... it’s done everyday in real estate ... let me grab that.

“I have a friend in the business who will give me a discount commission. Will you do the same?”

No ... I would suggest working with your friend instead ... (pause) ... (Name), I’m curious ... is your friend willing to do all the extra work I’m willing to do? And do they have my contacts, resources and skills?

“My listing agent is giving me a point back if I buy a home through him. Will you do the same? If not, why should I use you?”

Simple ... Your listing agent is busy working to get your home sold ... I’m going to put my aggressive marketing plan to work to find your home ... besides ... my commission is paid by the seller ... okay?

“I don’t want to commit to one person right now.”

I hear that a lot ... and guess what ... most people start by talking to lots of agents... until they find one who clearly stands out ... (Name) ... based on everything I’ve shown you ... do you believe I can find, negotiate and get you into your new home? Then put me to work!

“I’m not buying for another three to six months.”

Great, then it is an excellent time to do some research together. We’ll have time to get to know each other. (Use 5-10 Builder Script) “What if we don’t like each other after we are working together?“ I can appreciate that . . . and my experience is the only way this will happen is if we are not in constant communication and open and honest about what’s important . . . does that make sense?

Page 45 of 196

“I haven’t had a chance to interview anyone else. I’d like to take some time and see what other options I have.”

I welcome it. Take your time to make sure you are making the best possible decision for you.

(Help them to understand the difference between you and using a listing/buyer agent. Help them to understand the game plan, representation, negotiating skills and the time you can devote to them.)

Pointers •Have your buyer consult MASTERED •Know the DISC of the person you are talking to -- refer to DISC Questions

Page 46 of 196

MAKING AN OFFER PREPARATION AGENT: Let’s compare the other homes that have sold in the area to the property we’re talking about. We know what they’ve sold for. Let’s talk about the condition of this home. How would you rate the overall condition of the property? Take into account the age flooring, the paint, all the appliances, the air conditioner, and the water heater – all the amenities that come with the property. Based on what we’ve seen so far, would you consider the condition to be below average, average, or above average?

BUYER: I’d say average.

AGENT: I want to make sure you’re buying the property at the right price. Let’s take a look at the market analysis and try to decide on a reasonable offer and other terms.

DISCOURAGING FROM BIDDING TOO LOW SCRIPT #1 AGENT: I’ll write up any offer you want, Mr. and Mrs. Buyer, but when you’re thinking about that magic number, I want you to consider something. If I call you tomorrow morning and tell you that you didn’t get this home, how will you feel?

SCRIPT #2 AGENT: Okay. Here are the options. I will do whatever you want me to do, but I also want to make sure you’re not leaving any money on the table. Your offer, I think, is a lot more aggressive than I think it should be. We’ll write it up any way you want. Here are the comparables. You want to come in 10% below the last price. The seller’s options are going to be, they can accept it, they can counter it, or they cannot respond at all. At this price, they may not respond. I would love it if ultimately you could say, “I told you so,” because the sellers accepted your offer. And we always want to hope for a negotiation. But, I feel in this case, we might not get a response at all.

BUYER: That’s okay. Let’s see what they say.

AGENT: Okay.

Page 47 of 196

SCRIPT #3 AGENT: You told me that your goal is to purchase this property. You run the risk of insulting the seller to the point that the seller won’t even respond to your offer. I know you want to get a good buy on this house, and that’s admirable, but you also want to buy this property. Let’s sit down and figure something out that is more palatable. Does that make sense?

SCRIPT #4 AGENT: We’ve looked at homes and narrowed it down to this one – your favorite. What you offer is completely your decision. However, I must caution you that, even in this market, the best homes are the ones that are going to sell for the best value.

Therefore, if we write a low offer, you must be willing to lose this home. If you’re ready for that, I will follow your decision.

Remember how many homes we’ve previewed and that ultimately, you’ve chosen this one. If you consider the value of the home and consider the interest rates today, it’s not going to make a huge difference whether you buy the home for $_____________ (asking price) or $______________

(price buyer wants to offer).

BUYER: True, but I thought we could try a low offer.

AGENT: Trying a low offer is perfectly fine; however, if we come in with a low offer and someone else comes in while we’re in the negotiations stage, the owner can consider and accept that offer.

You should also know that if we make this offer, we should forget about the numbers and think about the emotions. If you end up hurting the feelings of the homeowner by making a low offer, it makes it very difficult to negotiate repairs, closing date, and all the other details and aspects of the offer. Let’s go in with the best offer you are comfortable making on this house. Let’s make that offer to the owner, and I will explain to the seller why you made the offer you have. Does that sound like it would work?

BUYER: Yes, it does. Thank you for explaining that.

Page 48 of 196

SCRIPT #5 AGENT: I understand wanting to make a low offer. I want you to know if we go in with this offer, there’s a very good chance that the seller won’t even counter it. They will reject it completely and laugh at us. In today’s market, properties are selling at list price and above.

We need to look at the comparables and see what they’ve sold for. That’s more important than the list price or what you’d like to offer.

BUYER: He just listed it and I’m coming in quickly. What’s the worst that can happen?

AGENT: They won’t counter-offer. Another offer will come in and someone will buy the home at list price. The market is moving quickly right now. We’re seeing properties stay on the market for 30 days or less, and good properties are selling quickly – and this is a good property. It’s in a good area, it’s in good condition, and it’s turnkey and ready to go. The comparables show us it’s worth what they’ve listed it at. So, if you’re serious about this home and you don’t want to lose it, we should probably go in with a list price offer.

BUYER: We still want to offer something less.

AGENT: We can do that if you want, but don’t be upset if we write this offer and it’s not accepted.

I want you to be fine with the fact that you lost this house.

BUYER: Well, I do want this house.

AGENT: If you really want it, we need to offer at least list price, if not above. If we make a low offer, we’ll probably lose it.

Page 49 of 196

SCRIPT #6 AGENT: I know that there are other offers on the property. You could write this offer today and get the house. Or you could write this offer today and tomorrow we’ll be out looking at properties again. I know that if you write this low of an offer, we won’t even have a chance to compete. But it’s up to you to decide what you want to do.

BUYER: Well, I don’t want to lose the house.

AGENT: This house has been available only since yesterday at noon. You saw that there were already six or seven cards at the house. It had a lot of activity just after one day. It would be different if there were a lot of comparable properties on the market, but there aren’t. May I tell you how a listing agent acts when they get an offer on a property?

BUYER: Please do.

AGENT: The listing agent contacts everybody who has called about the property - all the buyers and all the realtors who have called about the home and who have seen it. The listing agent is going to try to get other people to write an offer on the property. We want to get this position solidly without having to compete with anyone else. Because what happens when you have a competing market?

BUYER: Prices go up.

AGENT: Right. Do you want to pay more than what the property is listed? No, right? So, let’s make sure we get the property; let’s write a full-price offer for the home. How does that sound?

BUYER: Sounds like a good decision.

Page 50 of 196

TALKING WITH THE SELLER’S AGENT Handling seller’s agent’s emotions when offer is lower than asking price [Send in the offer without saying anything beforehand.]

SELLER’S AGENT: I can’t believe you – this is way too low!

AGENT: Okay, bring me a counter. You and I are the messengers. Let’s not kill the messengers.

Bring me a counteroffer, and we’ll proceed from there. (The less you say the better – let the other agent vent and give you information.)

[Make a real educated offer, don’t just throw something low out there and see if they take it. You should pull tax records, look at the chain of ownership, and determine how many times that property has been on the market in recent years. Find out how many times it has been on the market at this time, if it has been taken off the market, reduced in price, raised in price, or if it has been under contract but didn’t close. When you do a personal interview with the agent, you can ask the listing agent all of the specifics.]

Asking seller’s agent about the home’s market history AGENT: You know, I was looking at the history here, and I noticed that the property looks like it’s been under contract twice. Can you share with me a little about what happened?

Page 51 of 196

Pre-Qualification Script for Sellers 1. Hi, this is ________ with ______. I am calling to confirm our appointment for ____(day) at ____(time).

2. I am (we are) very excited about the opportunity to work with you. I take my job very seriously and I am committed to getting your home sold. I want to be 100% prepared before I come out, so I have some questions for you... do you have a minute? Thanks!

3. Let's just confirm a few basics... you are moving to ______, correct?

4. And you want to be there by ______, right? Good!

5. So, how soon will it be before we can let our (hot) buyers know about your property?

6. Same with the public and other agents with their buyers?

7. Tell me again... your main reason for selling is...? Excellent!

8. What price are you thinking of listing your home at?

9. (If they don't answer): I'm sure you have a ballpark number, right? Perfect!

10. How did you determine that price?

11. And how much do you owe on the home? Okay.

12. (Name)... many of my clients appreciate a simple net sheet so you can see exactly how much you'll walk away with after the sale. Would you like me to prepare one for you?

Perfect!

13. Please give me a brief description of the home. Thanks.

14. Are there any special features of the home you feel would impact the value?

15. (Name)...what I'd like to do is deliver a marketing proposal to you in advance so you can review it before we meet. Is that okay with you? Thanks!

16. Is there anything special you'd like to see from a real estate agent that would assist you in making a decision to hire me to begin marketing the property immediately?

17. Do you have any questions for me before we get together?

18. Obviously, if you are as confident as I am that I can sell your home, will you be ready to list with me at the appointment?

19. (If NO) Ask: Are you interviewing any other agents?

20. Please have a copy of your key and your mortgage information handy for me, okay?

Thanks!

21. That's all! I will see you on_____ at ______. Thanks again!

Page 52 of 196

UNIVERSAL PRE-QUALIFICATION SCRIPT You can use the script for most leads you speak with by modifying your opening: 1. If you sell your home where are you moving to? Terrific!

2. How soon would you like to be there? Great! Expand/Get Specific! Tell me about that...

3. So, what’s causing you to move to (x)? Tell me more about that?

4. Who is involved in the process of (x)?

5. How does (x) feel about (y)?

6. What has to happen in order for you to (x)?

7. Do you have a “plan B” in case this doesn’t work out?

8. Let’s go ahead and set an appointment...which is better for you...mornings or afternoons?

9. How about (_____) or (_____) time?

Page 53 of 196

Seller/Listing Questionnaire Seller Questions •Explain to me your reason for wanting to sell?

•Are you planning to interview more than one top agent for the job of selling your home?

•If you did sell your home where would you move to?

•Would you be able to move without selling your home?

•Would you consider renting your home if it doesn’t sell?

•In a perfect world how soon would you like to move?

•When we meet how much do you want to price your home for?

•What price won’t you go below?

•Are you familiar with what your neighbors’ homes sold for?

•How much do you currently owe on your home?

•What is the most important thing to you when choosing a team/agent?

•Are you familiar with how much my team markets our homes?

•Do you already have interested buyers for your property?

•Are you interested in providing seller financing?

•Can you please describe the home for me?

More Equity Script Your home may be worth WAY more than you think!

THE LISTING PRESENTATION/THE QUALIFYING PROCESS QUALIFICATION DIALOGUE Hi (name) ... it’s (name) w/ TEAM DRIVEN REAL ESTATE ... I’m calling to confirm our appointment for (day/time) ... does that time still work for you?

1.

I’m really excited about the opportunity to ... sell your home ... I take this process very seriously and I’m committed to getting your property sold at the highest price in the shortest time frame. I want to be 100% prepared before I come out ...so I have some additional

questions for you ... do you have a few minutes?

2. Let’s confirm ... when you sell your home you’re moving to (city), correct?

3. And...you want to be there by ___________ right?

Page 54 of 196

4. Tell me again ... what are your main reasons for selling this property?

5. So ... what price do you want to sell your home for?

6. How did you determine that price?

7. And ... how much do you owe on the property?

8. Are there any other special features of the home you feel could impact the value?

9. Is there anything that could be perceived as a negative ... that could also impact the property value?

10. This sounds great ... I’ll be sending over my marketing proposal via email ... will you take a few moments and review it before I arrive? Will all the decision makers be there?

11. Will all the decision makers be there when I arrive?

[IF YOU ARE COMPETING] 12. So ... tell me ... what are you looking for in the agent you choose to represent you?

13. How will you know when you have the right agent?

14. Do you have any questions for me before I arrive to prepare for our meeting?

15. Obviously ... if you are as confident as I am that we can sell your home ... will you be ready to list with me at the appointment?

16. (If no) Tell me about that? (discover and resolve) 17. (If yes) Wonderful ... please have a copy of your key handy for me, okay?

18. This sounds great ... I have everything I need to prepare ... Again ... I’ll be emailing my marketing plan and more ... Will you take a few moments and review it?

19. I look forward to seeing you (day/time) ... Have a great day.

Page 55 of 196

PRE-LISTING PROCESS/WHAT’S INSIDE YOUR PRE-LISTING PACKAGE 1.

A letter from you that says _______________________________ for the opportunity.

2.

Your ______________________________________ proposal.

3.

Your client _____________________________.

4.

A copy of your _________________________________ or social proof of sales.

5.

Finish with a _______________________________________.

PREPARING FOR THE APPOINTMENT 1. How well do you know the subdivision, community, zip code, new construction, and sales data?

2. Consider bringing additional marketing pieces and track record of relevant team sales.

3. Record a sample video promo before you have listed the home.

4. The #1 reason a seller selects an agent is likeability, trust, and market knowledge. How will you demonstrate this?

5. Show up an hour early to preview and drive the area and no earlier than 5 minutes at home.

6. Come prepared and be ready to present.

7. Quick script practice before the meeting.

8. Review your sellers’ responses to your pre-qualification questions.

9. Get into an empowered positive mindset.

Page 56 of 196

INTRODUCTION TO THE LISTING PRESENTATION 1. I know you have a lot of choices when it comes to agents and companies ... I want you to know ... I appreciate the opportunity to meet with you today.

2. Why don’t we take a minute ... and show me around your home ... would that be okay?

Can I set my information on the counter? Thank you!

3. Tell me about some of the most desirable features of the property?

4. If you were a buyer looking at this home ... what are some of the features you might change?

5. (Amplify) Tell me more about that?

6. Who do you think is the ideal buyer for your property?

7. Now that we’ve seen the property ... where should we sit, the dining room or the kitchen table?

8. So (names) ... Let me share with you what we’re going to cover today.

9.

Based on my experience ... there are four areas most sellers want to discuss prior to putting their home on the market with me...

a. Your motivation to sell this home and the timing to get the home sold ... b. What I’m going to do to is expose your property to the highest number of qualified buyers and to agents who control the buyers. c.

How much the property will ... realistically ... sell for?

d. And ... ultimately why I believe you should ... choose TEAM DRIVEN REAL ESTATE ... as the team to represent you.

10. Name ... Outside of those 4 ... is there anything else you need to know? So, before we discuss these ... let’s confirm your plans ... a. You said you were moving to ____________ right? b. I’m curious...what’s taking you there? c.

You would like to be in _________ by __________correct?

d. ______________ if the home doesn’t sell in your time frame...is there a plan “B”? e. And ... you were thinking about a price of _________ right?

Page 57 of 196

f. In order to make the move...do we need to sell this home... or is renting it out an option?

I emailed (or delivered) a marketing proposal...did you have an opportunity to review it? The number one reason people refer me to their friends ... or ... choose me as the agent to represent them is our marketing plan ... would you agree in today’s economy exposing your home to the highest number of qualified agents and buyers is important?

Would you like me to take you through ALL of the strategies we are going to use to market your home or do you ... feel confident with what you saw in our proposal?

(IF YES) So ... Can I assume we agree ... you definitely want our marketing plan ... right?

(IF NO) Present Marketing Plan

THE MARKETING PLAN (Optional) As we go through the marketing ... you’re going to notice just how much more we do than the average agent. In fact ... there are two types of agents ... ones that do the bare minimum ... put the home on a website and hope that it sells.

Then there’s what I do ... I aggressively and actively market your home right from the start ... because we know that the highest probability of a sale takes place in the first two to four weeks.

You’ll see the difference ...

Mr. / Mrs. Seller ... were you aware that 90% of all buyers start their home search online?

Our website generates _____ (number) of motivated buyers per month. We will strategically place your home online at www.teamdrivenrealestate.com.

Your home will also be showcased on ____ (number) of websites. (Have a page that shows all the websites their home will be on) Can you see how this much exposure ... these many eyeballs ... will lead to more showings ... more offers ... and a higher price.

Potential buyers will be determining the value of your home based upon the photos and online tour ... you can tell the difference between average photos and professional photos, right?

(Showing contrast of good vs. bad real estate photography) We have a professional photographer on staff that specializes in bringing out the great features of your home through photo and video. What are the key characteristics of your home that we should be featuring? (Show them a video tour of a past listing)

In fact ... did you know that staged homes sell 79% faster and sell for 17% more than a nonstaged home?

Obviously the better the home shows ... the more value a buyer sees ... so we have a professional stager that will come in, assess the appeal of your home to buyers and will make any recommendations to increase interest.

We typically have our stager come in within a couple of days of us choosing to work together ... would that be okay? (For higher end only or homes that are middle price range that have horrible décor) Page 58 of 196

One of the reasons that our clients have chosen to list with us is because of the regional and global network of agents that we are connected with ... so we will notify all of the agents in my office ... as well as the agents that are active in this marketplace.

Do you have any questions?

(Names) I promise you ... I will market your home more effectively than any other agent ... and that’s what you’re looking for correct?

So can I assume we agree ... you definitely want our marketing plan, right? I always tell my clients ... you hire me to “market” and “sell” your home ... it starts with my marketing. Now ... let’s talk about the local market ... and pricing your home to sell ...

Page 59 of 196

MARKET STATISTICS Mr./Mrs. Seller, I’m curious ... what have you noticed about the local market? Let’s quickly take a moment and see what is actually occurring in the local market today. Are you aware that currently we have ... a.

Total Active Inventory

b.

New Listings

c.

Homes sold

d.

Average DOM

e.

Absorption Rate

f.

Expired Listings

PRICING PRESENTATION Now that we’ve reviewed the market ... I’m going to recommend ... three different pricing options ... and then we can decide which is best.

Option #1 “We push the envelope on price and go above the market.”

Option #2 “We price it at fair market value.”

Option #3 “We can create a buyer frenzy and price it below fair market value.”

Let’s discuss the pros and cons of each ... and then we can decide which is best ...

OPTION #1: Price above fair market value. “We push the envelope on price and go above the market...”

• The pros are ... You might just set a new value and find that perfect buyer ... more than likely though ...

• The cons are ... (and you should make up a big list) - Agents will reject the price and not show it - Consumers shopping online will miss it because of the preset “price ranges” on all major home search sites.

- Or when they find it ... they will compare it to others priced in that range and wonder why it’s overpriced.

Page 60 of 196

OPTION #2: Price at fair market value. “We price it at fair market value...”

• The pros are ... again, share the benefits ...

• The cons are ... ask them what their cons are?

OPTION #3: Price below fair market value “If we price it below fair market value, we create a frenzy among the buyers...” You can say “Have you ever watched an auction? What happens, they start the bidding at a low price ... and the power of the crowd drives the price up. (Share an example in your business.)

So what we need to do today is to ... agree on a price that has your home being one of the homes that sells instead of sitting on the market. So ... you understand that in today’s market we are entering into a competition, right? Let’s look at what you are going to be competing against. a. Are you familiar with this neighborhood? b. Have you seen this home? c. How many bedrooms and baths? d. What’s the total square feet? e. Your house is Better, Similar, or the other home is Nicer. f. What’s their list price? g. How many days have they been on the market? h.

You’ve only got ___________ days to be in _________... correct?

Page 61 of 196

PRICE CLOSES ____________ ... of the three pricing strategies we’ve discussed ... above, at, or below fair market value ... which option would you like to move forward with?

[NOW IF YOU’RE CONCERNED ABOUT THEIR CHOICE YOU CAN SAY THE FOLLOWING] So ... based on these comparable homes ... this one priced at_________ ... this one at ________and this one at______what do you feel we should price your home at so that it will outperform all the other properties for sale? ________ Will you ... list your home with me ... at $ ________________ All we need to do now is ... sign the contract so I can help you move to __________ by __________. You ready to go over the paperwork?

OBJECTION HANDLERS “Will you lower your fees?”

“If I list my home with you and buy my next home with you, will you cut your commission?”

You know, I can appreciate that you want me to reduce my fee, and I want to be up front with you and say NO, I will not cut my commission, and for one very simple reason. As a professional, my time has a certain value and I only work with people, like yourself, that realize the value of my service ... and before you say anything, think about this ...If an agent is willing to cut his or her commission, just like that, how well do you think they will hold up when it comes to negotiating the best possible price for your home?

I want to demonstrate to you up front how tough I’m going to be for you. Therefore, cutting my commission is simply not an option. Does that make sense?

“I have to keep my promise to a friend or previous agent I talked to/bought the home from.”

That’s great, I can appreciate your loyalty and that is a quality that I respect in people ... So I’m curious let me ask you this ...

Has there ever been a time when you decided to buy something or do something and because a friend said, hey no problem, when you need help, I can do it and in the end, because you didn’t check around, you really didn’t get what you wanted...have you ever been there before?

Well this time is just like that time, and with that in mind, I’m sure you can see the importance of having me over just to give you a second opinion ... that wouldn’t hurt anything, would it?

Page 62 of 196

“Why is your price so much lower than the other agents that we have talked to ... they have comps that are higher than yours?” (Yes, why is that?)

It is kind of confusing, isn’t it? I mean, you interview four agents and you get four different prices ... right? You are probably thinking, why did this person come in with such a low price?

Doesn’t he want my listing, well my answer is yes and no. You see there is a very big difference in the way that I operate and the way most agents operate. Most agents manipulate the computer to show figures that they think you want to hear and you probably want to know why.

Well most agents, don’t do a lot of business. Getting your listing makes them feel like they are accomplishing something ...

Whereas, I on the other hand do over ____ sales per year by telling nice people like you the truth.

[Alternative] There is a very simple reason; do you want to hear it?

Most agents do not have many listings. Therefore, convincing you to list your home with them becomes very important. That’s why they’ll tell you whatever price they think you want to hear, even if they know six months from now, you will not be happy with them at all because no buyers will look at a house that is overpriced ... does that make sense?

My comps show the price I have indicated. I will take the listing if you will agree and sign an acknowledgement form tonight that you will reduce you home to my price in 30 days. I would rather you turn down 10 offers than never get one.

They emphasize listed prices. All I am concerned about is what is sold and closed. You wouldn’t want to base your price on erroneous info, would you?

There are two ways to price your home ... You can list it where it sits or you can list it where it sells. Which is better for you?

“Will you cut your commissions? Other agents will.”

You know, you’re right, there are a lot of desperate agents out there and I’m a little concerned ... can I tell you why?

Do you own anything more valuable than this home? (No) Could you say that it is your most valuable possession? (Yes) If an agent is so desperate that they are willing to broadcast the fact that they don’t think they have value as a Realtor, then I’m confused. Is that the type of person you want sitting across the negotiating table trying to negotiate you a better price?

Page 63 of 196

We are talking about a person who has already admitted that he or she doesn’t even see value in himself or herself. Is that the type of person you want to represent you in the most valuable transaction of your life?

Good. If that was the case, then I should not even come over, considering I work 14 hours per day and my assistant works 8 hours a day to get your home sold and that’s very valuable ... don’t you think?

Note: the more conviction you have, the less you will get this objection. In fact, your prospect will now begin looking for ways to exploit your weakness.

I would interpret this objection as your prospect telling you ... I don’t think you have any value ... so you better prove it to me.

[Alternative] They may feel they are worthless. If they will reduce their price at the listing table, what will they do at the negotiating table? I will be tough and professional on both my fee and the price, particularly at the negotiating table.

[Alternative] Commissions aren’t negotiable with agents that sell homes daily. They are only negotiable with the realtors who don’t believe in the service that they offer. Now you told me you had to be gone in 90 days, right? You need a strong service agent that sells homes, right?

“How much advertising will you do, because I want a lot of advertising?”

I understand that advertising is a concern ... Are you familiar with the difference between passive and active marketing?

Passive marketing is basically sitting around with your fingers crossed waiting for a buyer to show up and buy your home ...

[Passive marketing is holding open houses, sending out flyers and advertising in the newspaper] You see, these methods are passive, and you can’t predict if they will work or not. Yet, agents that don’t want to work at getting your home sold will insist that they have sold many homes this way ... and do you know what?

I agree, you can get a home sold that way ... But you can’t guarantee it. Do you understand what I mean by passive, basically sitting around waiting to get your home sold?

Active marketing on the other hand is much more aggressive and very predictable. I will be on the phone every single day calling 10, 25 or even 50 people asking if they would like to buy your home, or if they know someone that would like to buy it or if they would like to sell their home ...

Do you know why I ask them if they would like to sell their home?

Page 64 of 196

You see the more signs and homes I have out in the community the more buyers will call on those signs. The more buyer calls I get the more people I can talk to about your house.

Now, which way, passive or active, do you think gets more homes sold? Would you like me to spend all my time and effort doing what is proven to get your home sold or would you like me to sit around with my fingers crossed hoping a buyer happens to call?

“I want to find a house before I put mine on the market.”

I agree, finding your new home is important and the unfortunate thing is it may take as long as 3 to 5 months for your home to sell. Then it will take another month to get the closing done and by that time, any home that you would have found will likely already be sold. Does that make sense?

Let’s get your home on the market right now and get to work on getting your home sold so you don’t have to wait any longer than is necessary to get moved into your new home ... sound good?

[Alternative] Terrific! Have you seen a home you want to put a contract on? (No) Great let me go ahead and schedule a time with my buyer agent so they can help you find the perfect home. In the meantime, I can be working on getting your home sold; that way when we get a contract on your home we can put in a contract on your #1 choice, close both homes the same day, and move only once. Won’t that be

great?

“You don’t handle many homes in our price range.”

You’re right, I don’t sell a lot of homes in your price range and that’s exactly why I’m here tonight ... I usually sell homes in lower price ranges and what I find is ... after I sell my clients’ homes, many of them move up to your price range, therefore, it only makes sense ... that the next logical step, is for me to sell your price range as well, considering I already have a relationship with many buyers that will be interested in your home ... does that make sense?

“I need to net this amount in order to move; I have to be at my new job in 90 days, but I can’t afford to buy a home if I take a loss.”

I can appreciate the position you are in. Many people in our area are in the same position and you know ... I’m curious. Has there ever been a time when you knew you were going to have to make a sacrifice?

I mean, you knew it was going to be tough and, in the end, after analyzing all of your options, you realized that there was only one thing to do ... put your head down, grit your teeth and go for it ...

But you found in the end, it all worked out. You made it through the tough times and life went on, maybe even better than before ... Have you ever been there before? (Well, Yes) This time is just like that time ... as you can see, the competitive market analysis shows that there is no way anyone is going to give you what you need to make this move ...

My question is this. Is it more important to get you out from under this house, take the new job and work through the tough times or are you in a position to keep making mortgage payments on Page 65 of 196

this house for several more years until the property values go back up? [Help the prospect see that they have been in tough places before and this is no different] “We will sell it ourselves and pay 3% to the agent that sells it.”

I completely understand your point of view and it sounds like you haven’t been involved in this kind of transaction in a while... can I tell you why?

Agents work with buyers because it is easy. You show the house, the agent writes the offer and the agent on the listing side handles the next 30 to 60 days of the legal paperwork trying to get the deal closed ... does that make sense?

If you list it for sale yourself, who will follow up with the 30 to 60 days of legal paperwork ... you? If so, what agent will want to risk the fact that you may not have done it before?

Let me ask you this ... if you were an agent, would you rather show homes that were listed with professional agents that worked to get deals closed?

Or would you rather show a home and keep your fingers crossed, hoping that you don’t get sued by the buyers because some legal aspect was overlooked by the homeowners and the transaction didn’t get done ... which would you rather do?

Do you see my point?

Your idea sounds valid. It just doesn’t fit in today’s market reality ... Are there any other questions I can answer before you sign the listing agreement?

“We can always come down later.”

You’re right, and I think you need to take into account how homes get sold. You see, if we come out of the gate with your home overpriced, all of the agents that show properties will instantly write you off as non-motivated sellers ... Can I explain what that means from an agent’s perspective?

The higher a price on a property, the less the seller needs to sell it ... at least that’s what the agents believe ... purely from their past experience ...

Now a non-motivated seller means that even if you come down on your price later, two things will happen. Most agents won’t even realize your home price has been reduced. Now you might say, can’t we just send them a flyer telling them that it has been reduced?

Yes, we could send everyone a flyer telling them the price has been reduced, and yet the agents get 500 flyers a week and there’s a good chance it will go unnoticed.

If they see that you had the home priced really high in the beginning that will tell them that you were kind of unrealistic when we listed the property, meaning that you didn’t believe that what I was saying was true ... all agents interpret this as trouble when it comes to getting the deal closed.

Do you understand why? If we price it to sell right from the beginning, our odds of getting agents to show it are much higher.

[Alternative] Page 66 of 196

By that time the buyer for your home will have bought another. Do you want to lose that buyer?

“Good we still need to interview one more agent” (Even after they promised you were the last).

This is not the real objection. They are saying to you....We don’t see why we should pay you money to sell our home ... that’s why you should leave.

We must flush out the real objection. Start like this: You know ... I can appreciate the fact that you want another opinion, and the fact I was told that I would be the last agent interviewed only tells me one thing.

Can I share it with you? (Yes) Somewhere, somehow, I have not completely convinced you that I can sell your home.

So tell me ... What is it, specifically, that is stopping you from putting me to work tonight?

(This should get the real objection.)

[Alternative] I can appreciate that before we met today, that you set up another appointment with another realtor. I’m sure you will agree that my qualifications will be tough to beat. Let’s get your home on the market tonight. I’ll be happy to call the agent, cancel your appointment and it will be one less delay in getting your home sold.

[Alternative] Agents work together. I will call him tonight and let him know that we listed the home and we’ll give him the first shot at it with his buyers before we put it in the MLS. “We want to think it over.”

(Force them to make the general more specific.)

I can appreciate that, making a logical decision is important ... so tell me, what is it specifically that you’re going to have to think over?

Second objection shut down -- I can appreciate your position, have you heard of masterminding before? Well, what the data and research has shown is 3 minds are better than one so why don’t we think this over together now?

“We want to compare what you are saying to other Realtors.”

Great! I think that is one of the best things that you could do and before I go ...Tell me, what is it specifically that is stopping you from picking up that pen and signing your home with me? (We’re just a little shocked by the price)

Page 67 of 196

Hey, I understand and let me ask you this ... If I can help you to realize that your home will not sell for a dollar more than what I have told you ... If you felt completely satisfied that it was true ... would you still want to waste your valuable time talking to another Realtor or would you just list with me tonight?” (Well, I guess if we felt comfortable, we would list with you tonight) Great!

(Then simply go back through the CMA and convince them.)

Great, since 3 minds are better than 2, let’s think out loud together. What are you thinking about?

“We have a good friend in the business.”

I can appreciate that, almost everybody does; so when would you like to see how 85% of the homes I list sell and why only 40% of the homes listed with other agents sell. Which is better for you, 6:00 or 7:30?

[Alternative] Your friends will want the very best for your correct? (Yes) I will be happy to call them for you.

[Alternative] Are you willing to jeopardize your friendship? You owe your friend/friendship. You owe me nothing. But you owe yourself the best. Don’t you want the best agent working for you?

“We’re already committed to another agent.”

Great! So, you have already signed a listing agreement? (Well, no) “So, you are not committed, you are just promised ... right?” (Right) I’m okay if you don’t list your home with me ... however if you’re thinking of interviewing more agents for the job of selling your home ... it is vitally important that you understand the different marketing approaches so you don’t get burned the next time.

Now you don’t want to get burned again do you?

So let me ask you ... do you know the difference between passive and active marketing?(No) Passive marketing is basically sitting around with your fingers crossed waiting for a buyer to show up and buy your home ...

Passive marketing is holding open houses, sending out flyers and advertising in the newspaper.

Did your last agent use any of these methods? (Yeah) I was afraid of that.

These methods have been ineffective. Yet, your last agent sold it to you as if this was the answer to all of your problems ...right?

Active marketing, on the other hand, is literally getting on the phone every single day and personally contacting as many people as I can, 25, 50, 100 a day. See the key is asking if they would like to buy your home, or if they know someone that would like to buy it or if they would like to sell their home ...

Page 68 of 196

Do you know why I ask them if they would like to sell their home?

You see the more signs and homes I have out in the community the more buyers will call on those signs. The more buyer calls I get the more people I can talk to about your house.

Now, which way, passive or active, do you think gets more homes sold?

(The goal here is to cut out the other agent by educating the customers the realities of the market.

When they are sitting in front of the other agent, what question are they going to ask? How many people do you call each day?)

[Alternative] Make sure you have made the right commitment by seeing me and then making your decision. If they have better qualifications than me, then go ahead and list with them.

Page 69 of 196

Home Value Lead - HVL Bold Leads Intro Call (most often a message will be left; if they answer use the basic script while talking to the consumer) Hello (consumer), this is (Agent) w/ TEAM DRIVEN REAL ESTATE. First, I want to thank you for taking the time to register on our (website, Facebook, etc.) for a custom home evaluation/financial analysis...

You should have received an email with an automated report that gives you generalized information on your property.

Sometimes this report ends up in your junk or spam email so please double check, make sure you received it and simply reply to let us know you received it.

In addition, over the next 48 hours we're going to put together a very detailed customized home evaluation/financial analysis. Please reply to that email to let us know you received it. I will also follow up with you with a phone call once that evaluation has been sent out.

If you have any questions about the current real estate market, please give me a call back.

Otherwise, I'll be in touch with you in the next 2 to 3 days. Thanks again, this is (Agent) w/ TEAM DRIVEN REAL ESTATE. Make it a great day!

Pointers and Things to Note •Bold leads receive a Cloud CMA instantly •Leads that are more than 6 months out will be incubated by ISA’s •Leads 6 months or less will be assigned to a Listing Agent •Review the Seller Action Plan - HVL qualify, nurture, watch, archive, and closed in BT •Follow the Action Plans!

•Know the tools -- Marketing Proposal, seller guides, RPR, 9x9 mailer series, etc.

Brivity Seller Leads There are 2 types of inquires we will receive: 1. Is it Time to Sell? - they get told a range of price Intro Call (most often a message will be left; if they answer use the basic script while talking to the consumer) Page 70 of 196

(Consumer), First, I want to thank you for taking the time to register on our website for a quick pulse on the estimated range for the value of your home.

What I/we will need to do to give you a more accurate assessment is to pop by and take a look at your property… before we get to that, I have a question… if you were to sell when would that be?

•Go into qualifying script and if they are a longer-term prospect get them on the HVL smart drip that is relevant (financial analysis script) •The best part about this tool is the consumer can check the price whenever they want, and it is often times a very reliable range of price 2. Sell your Home - They don’t get any information on price just that an agent will be in touch soon Intro Call (most often a message will be left; if they answer use the basic script while talking to the consumer) (Consumer), first I want to thank you for taking the time to register on our website requesting more information on a financial analysis on your home.

(If they don’t answer) Give me a call back when you are able… I have a few critical questions to ask before I will be able to put together this custom financial analysis on your property…

If they answer… Go into pre-qual… Sample openers •If you were to sell when would that be?

•What special upgrades do you have that will impact the value?

•Tell me about the upgrades?

•Where will you be moving to?

•What questions do you have for me?

Close! What seems to be the natural next step is for me to pop by for a quick 30 minutes to view your home and shake your hand…

Pointers and Things to Note •They do NOT get any information sent to them when they fill out the “Sell your home” form •They DO get a range of value when they fill out the “Home Valuation” form •Use the HVL drips accordingly to support the follow up •Remember the tools - 9x9 mailer, RPR, marketing proposal, seller guides, etc.

Page 71 of 196

RESISTANCE TO APPOINTMENT SETTING I DON’T HAVE TIME TO MEET WITH YOU I understand what it’s like to be busy. I’m busy also… in fact, most successful people ARE very busy. Because of this, I know that I need to offer enough valuable advice during our appointment that it warrants the time away from your busy schedule. You might want to invest 20 minutes with me so that I can ask you important questions that will help clarify your core goals, so that you can make better, solid decisions in the days and weeks ahead.

Let’s look at our schedules and set up a 20-minute consultation.

JUST EMAIL (OR MAIL) ME THE INFORMATION I appreciate that you trust me to give you such important information. And, a typical real estate salesperson would probably just shoot you the emails (shoot the information out in the mail)… then move on. As you may or may not know, the choices you make today will impact you for many years to come. You deserve more than my email. And, this decision deserves your taking 20 minutes to sit down with a trusted advisor who will ask critical questions, listen vigilantly, and craft a strategic plan for you. You deserve my full attention. Let’s look at our schedules and set a 20-minute consultation.

I HAVE A FRIEND IN THE BUSINESS Experience has taught me that just because your friend has a real estate license doesn’t mean that they are the best person to help you. Does that make sense to you? Let’s get together so that I can ask some critical questions to help clarify your core goals. After the appointment you’ll be able to make your best choices, which may include working with your friend. Let’s look at our schedules and set a 20-minute consultation.

I’M NOT INTERESTED IN GETTING TOGETHER WITH YOU RIGHT NOW

Page 72 of 196

My best advice right now is that we get together for a quick consultation. Right now, I just don’t know enough about your real estate goals to suggest that we wait. My purpose for getting together is simply to take 20 minutes and ask you seven critical questions, listen vigilantly to your answers, and give you clear enough advice to know absolutely what your next best step will be. I suggest that we spend 20 minutes together to figure that out, THEN go from there. Let’s look at our schedules and set a 20-minute consultation.

Page 73 of 196

Types of Closes 1-2-3 Close - close with the principle of three.

1. Adjournment Close - give them time to think.

2. Alternative Close - offering a limited set of choices.

3. Assumptive Close - acting as if they are ready to decide.

4. Balance-sheet Close - adding up the pros and the cons.

5. Best-time Close - emphasize how now is the best time to buy/sell.

6. Concession Close - give them a concession in exchange for the close.

7. Conditional Close - link closure to resolving objections.

8. Cost of Ownership Close - compare cost over time.

9. Courtship Close - woo them to the close.

10. Daily Cost Close - reduce cost to daily amount.

11. Demonstration Close - show them the goods.

12. Diagram Close - Draw a picture that draws them in.

13. Economic Close - help them pay less for what they get.

14. Emotion Close - trigger identified emotions.

15. Exclusivity Close - not everyone can buy this.

16. Extra Information Close - give them more info to tip them into closure.

17. Future Close - close on a future date.

18. Humor Close - relax them with humor.

19. IQ Close - say how this is for intelligent people.

20. Minor points Close - close first on the small things.

21. Never-the-best-time Close - for customers who are delaying.

22. No-hassle Close - make it as easy as possible.

23. Opportunity Cost Close - show cost of not buying/selling.

24. Rational Close - use logic and reason.

25. Repetition Close - repeat a closing action several times.

26. Retrial Close - go back to square one.

27. Shopping List Close - Check off list of their needs.

28. Similarity Close - bond them to a person in a story.

29. Standing-room-only Close - show how others are queuing up to buy.

30. Summary Close - tell them all the things they are going to receive.

31. Testimonial Close - use a happy customer to convince the new customer.

32. Thermometer Close - they score out of ten, you close the gap.

Page 74 of 196

33. Think About It Close - give them time to think about it.

34. Trial Close - see if they are ready for a close.

35. Ultimatum Close - show negative consequences of not buying.

36. Yes-set Close - get them saying 'yes' and they'll keep saying 'yes'.

Page 75 of 196

Script - Closing for the Appointment 1. The Hard Close: “Let’s meet today!”

2. The Soft Close: “I’ve really enjoyed visiting with you. When would you like to get together to discuss this further?”

3. The Direct Close: “Let’s meet today at 4pm.”

4. The Indirect Close: “I will get you some information to look over and then we can meet to discuss?”

5. The Trial Close: “Have I answered all your questions and would meeting be our next step?”

6. The Assumptive Close: “I think you would agree that we have covered everything today and that meeting would be our next step.”

7. The Negative-Positive Close: “I hope this is not too soon: let’s get together and go over the information.”

8. The Take-Back Close: “I’ve really enjoyed visiting with you. To be honest, I’m not sure if I can be of help or not, but I’d be happy if we could meet to find out.”

9. The Tie-Down: “Wouldn’t it make sense for us to meet in the next day or so?”

10. The Alternative Choice Close: “What works better for you? Meeting today or tomorrow morning?”

Page 76 of 196

THE BBA PRESENTING THE BBA SCRIPT 1 – “It is our policy to have you consent to me representing you as your agent before we start looking at homes. By signing this you are just agreeing to that.”

SCRIPT 2 – “I’m required to have an agreement between us to be able to act as your agent and show you homes. I just need your signature to get started.”

SCRIPT 3 – “By signing this agreement you are authorizing me to represent you and look out for your best interests throughout the home buying process.”

SCRIPT 4 – “In order for me to help you without possible conflicts of interest, protect your confidentiality, and operate in your best interests, I am required to have you sign this agreement to represent you as an agent.”

SCRIPT 5 – “My broker requires that I have my buyers sign this agreement so I can get to work for you and be on your side.”

OBJECTION HANDLERS TO SIGNING THE BBA SCRIPT 1 – “Often times I find that if a buyer is uncertain about signing this agreement, it usually means I haven’t answered all of your questions or there is something you haven’t told me. Was there something you wanted to cover today that I forgot to ask you?”

SCRIPT 2 – “What is it that concerns you? Would it help if I stepped out of the room for a bit so that you two can chat privately?”

SCRIPT 3 – “Signing this agreement is actually our policy since I can’t be 100% committed to you unless your 100% committed to me representing your best interests.”

SCRIPT 4 – “I sense a little apprehension. I tell you what, if we get to a point in the process where you don’t like working with me, then I won’t have a problem ending our agreement. I just ask that you let me know as soon as possible. How does that sound?”

SCRIPT 5 – “I tell you what, how about we look at a few homes to make sure you’re comfortable working with me, then we can worry about signing it?”

Page 77 of 196

OBJECTION HANDLING “How about if I sign your agreement after we go out one or two times?”

I hear you… in that case… let’s sign a one-party showing agreement on the homes you’d like to see… it’s done everyday in real estate… let me grab that.

“I have a friend in the business who will give me a discount commission. Will you do the same?”

No… I would suggest working with your friend instead… (pause) … (Name), I’m curious … is your friend willing to do all the extra work I’m willing to do? And do they have my contacts, resources, and skills?

“I don’t want to commit to one person right now.”

I hear that a lot… and guess what… most people start by talking to lots of agents… until they find one who clearly stands out… (Name)… based on everything I’ve shown you… do you believe I can find, negotiate, and get you into your new home? Then put me to work!

“I’m not buying for another three to six months.”

Great, then it is an excellent time to do some research together. We’ll have time to get to know each other.

“What if we don’t like each other after we’re working together?”

I can appreciate that… and my experience is the only way this will happen is if we are not in constant communication and open and honest about what’s important… does that make sense?

“I haven’t had a chance to interview anyone else. I’d like to take some time and see what other options I have.”

I welcome it. Take your time to make sure you are making the best possible decision for you. (Help them to understand the difference between you and using another agent.

Help them to understand the game plan, representation, negotiating skills, and the time you can devote to them.)

Page 78 of 196

RESISTANCE TO PRICING TO SELL JUST TELL ME THE PRICE WHILE I SHOW YOU MY HOME

There are many factors that help determine FULL market potential of your home. In fact, there is a lot of integrated complexity involved in determining your home’s value.

Because of this, I will need to ask you some thoughtful questions, listen to your answers, THEN give my advice on the next best step for you. Let’s sit down after we see the rest of the house.

WE NEED TO NET MORE MONEY

I appreciate your concern about what you need to net. As your consultant, I’m responsible for telling you the truth when most agents wouldn't.

The truth is… if what you NEEDED was the way market value was determined, we would price your home based simply on what you need. But the market, unfortunately, doesn’t react to what we personally need. You already know that a buyer doesn’t care about YOUR needs when they consider your home, because you bought this house without knowing the seller’s financial needs. You paid what the market was bearing at the time.

Based upon my professional and skillful analysis, your home is worth _____________.

And, based on my conversation with you, what you really want is ______________.

Let’s get busy making that come true.

WE JUST THINK IT’S WORTH MORE THAN THAT

I understand that you think your house is worth more than market value. Most homeowners, including myself, think that. I will always tell you the truth, even when most agents simply wouldn’t. The analysis of the data is clear that market value is ___________. The question is, are you prepared to list your home for that price so that you can reach your ultimate core goal of _____________.

OUR HOME HAS MANY EXTRAS AND UPGRADES THAT THESE OTHERS DON’T HAVE

It would be obvious to any buyer that you made some great improvements. Experience shows that upgrades make any home more sellable, but not much more valuable. I have carefully considered the upgrades and condition of your home in comparing it to the others to determine the best market price.

WE DON’T WANT TO GIVE OUR HOME AWAY

I agree! As your negotiator, I simply would not allow that to happen. As your consultant, it is my responsibility to tell you the TRUTH about the highest price I believe the market will bear for your home, so that I can help you achieve your goal of ____________. You can rest assured that I will not allow you to give your home away.

Page 79 of 196

RESISTANCE TO PRICING TO SELL LET’S LIST HIGH SO WE CAN ALWAYS COME DOWN LATER or ARE YOU SURE WE SHOULDN’T TRY A LITTLE HIGHER AT FIRST? or WHAT HARM COULD IT DO IF WE LIST IT HIGHER? It is my responsibility to tell you the truth. I think you ask me to do that, holding onto the hope that I am wrong about value, or that by some chance, you will nab a buyer willing to pay OVER market value for your home.

We are DIRECTLY competing with 125 homes. In this market, buyers don’t jump without thoughtful consideration of value. Carefully consider that values are declining. If you price your home to high now, then wait 30 days, I will have to tell you that your home is worth EVEN LOWER than the number I am telling you today.

Picture it like waiting for a train at the station. Today, the $400,000 train is arriving. You choose to wait for the $425,000 train and figure you’ll catch the $400,000 train later if you have too. By that time, you figure it out, the $375,000 train is in the station and the $400,000 train is long gone. That’s a $25,000 gamble… a mistake… just hoping that the expert might be wrong. Where you price your home is your decision, but you have to know what the unintended consequences of that decision are.

MAYBE WE SHOULD RAISE THE PRICE

Imagine if you were buying a home and one was on the market for 90 to 120 days.

Would you consider buying it if it was over-priced? What if they raised the price of the home? Do you think most people feel like you do?

Let’s take some time to consider your ultimate goal of ______________. The real question today is, will lowering the price of your home to _____________ allow you the opportunity to reach that goal.

Page 80 of 196

RESISTANCE TO COMMISSION PROTECTION When the client asks, “Will you cut your commission?” or says, “We want a discount commission,” the first thing to do is use the first response script. If they persist in asking for a reduction of your commission, add one of the follow-up scripts to protect your commission.

We want a discount commission.

OR Will you cut your commission?

You may or may not know this, but right now there are ___________ homes for sale in this area. You will be in DIRECT competition with ___________ homes. Buyers have to rely on their AGENTS to narrow their search down because this is just TOO many homes to tour. If you were an agent, which homes would you choose to include? The homes paying 4%, 5%, or 6%?

With 95% of homes listed at 6% OR MORE, the unintended consequence of your decision to pay a short commission is that your home will not be shown and will not sell.

My role, as your consultant, is to help you make choices that will protect you from losing the opportunity to reach your ultimate goal.

If after you’ve used a combination of the previous dialogues, they ask…

Can you cut your commission, just a little?

Isn’t it nice to know that the answer is still, no?

If we can’t net more than that, we will sell it on our own and save the commission.

Hmmmmm. I said before, doing this on your own is an option. I need you to know that I couldn’t be in this profession if I didn’t believe I was giving my clients FAR more value than what they are paying in commission.

Do you really want to do all of your own marketing, consulting, negotiating, and overseeing the transactional details knowing that the marketing alone is very costly, not to mention that a mistake made during the process can be FAR more costly than any commission you will pay?

Page 81 of 196

RESISTANCE TO COMMISSION PROTECTION SCRIPTS FOR DEALING WITH FOLLOW-UP QUESTIONS AFTER USING THE FIRST REPONSE SCRIPT: But why won’t you cut your commission?

I have tremendous experience and skill in consulting, negotiating, and overseeing your transactional details. And, in the days and weeks ahead, you will know that my skills are worth every penny that you will pay me.

But, what’s most important, is that your ultimate goals be reached. What you will know about me is that I always tell the truth and live with the consequences. The TRUTH is, I won’t cut my commission because it can significantly hurt your ability to reach your goals.

Another agent said they would cut their commission.

OR Another agent will do it for less.

Hmmmmm. If a doctor offered you a cut-rate on surgery because he needed business, wouldn’t you be suspicious?

A lot of agents are in absolute survival mode right now and experience shows that they will do just about anything to get a listing, including, IN THIS CASE, hurting your chances of selling your home and reaching your goals. My best advise is for you to CAREFULLY consider that when an agent is not skilled enough to protect his own money, he will eventually be EQUALLY skilled at giving YOUR money away when the going gets tough in your transaction.

YOU HAVE TOO MANY LISTINGS I can appreciate that thought. In the days and weeks ahead, you will come to find that the more homes I have listed, the more buyer prospects I generate.

My knockout nine marketing strategies generate 10 to 15 buyer leads each week. My other listings will be working HARD to generate a buyer for YOUR home. Because of my state-of-the-art marketing and lead-generating program, it is in your best interest that I have MANY, MANY listings.

As you can imagine, the more buyers I can show your home to, the better chance we have of getting you to your ultimate goal of ________. Does that make sense to you?

Page 82 of 196

PRICE REDUCTION SCRIPT (Name), I’m calling to give you a real estate market update… is now a good time?

Great!

As you know, your home has been on the market for (days/months)… and during this time the market has made some obvious and not-so-obvious adjustments. Have you read about this in the paper? What have you read/heard? Interesting.

So, here’s what we know: there are three primary drivers that cause homes to sell, regardless of market conditions. They are: a) #1 Of course, accessibility and how the property shows. (Name), you’ve done a great job there, haven’t you? (Or describe the challenge) b) #2 How the property is marketed, both to the agents and the public. (Name), we’re doing the intensive marketing that has caused all of our listings to sell this year and last year, so we know that’s not it. Now, I have a recommendation for an approach I know will make a difference. I’ll present that to you in a moment, okay? c) #3 The price we chose to market your home for. (Name)… obviously the agents, the market and the buyers have rejected the price of _____________.

Therefore, I’m going to recommend we amend the price to, again, make it more attractive to the market… does that make sense?

I’m certainly not recommending we “give it away.” At the same time, let’s make a price adjustment that will cause your home to sell now, versus having to come back in 30 – 60 days and do a much larger adjustment if the market continues on this trend. So, what are you thinking, 5, 8, 10, 15%... What would you like to do?

I’m also going to recommend we increase the commission on the buyer side to ___%.

May I explain why?

With __________ homes on the market directly competing with your property, one of the fastest ways to increase showings and market awareness is to improve the financial opportunity for the agent with the buyer… does that make sense? Let’s motivate them to bring their buyer to your home versus one of our competition, okay? So, .5, 1, 1.5%... what would you like to do?

Excellent, (Name), I’ll get right on this. Thank you for your time and commitment today.

Page 83 of 196

TEAM DRIVEN REAL ESTATE Rental Script Hi, what is your name?

What are your requirements? Bedrooms, baths, garages, etc.

Do you have any pets?

Do you need a washer/dryer in the home? How many people will be occupying the home?

Number of adults and children?

If children, do you need to stay in a particular school district?

How soon do you need to move?

When is your lease up?

Is your lease expiring or are you month to month? What is rent now?

If there is a differential of more than $200, what has changed that allows you to pay significantly more rent? (If I receive objection to answering this question) I am here to help; I am only asking questions that the listing agent or property management will ask me. We can assist you to get a new home, but if there are any potential issues, we need to know up front so that they can be addressed.

Have you been reviewing properties with any other agents?

If yes, why isn’t the agent that you have been working with showing you the property?

Is there anything on your credit report that will keep you from obtaining the property? How is your residential rental history?

Have you paid your rent every month on time? Do you owe any utilities?

Have you had any evictions? If yes, when?

When are you available to go out to view properties? Will all the decision makers be with you?

Are you ready to acquire the property or unit now?

Do you have the security deposit and first month’s rent available?

Can you provide proof of income? Paycheck stubs, bank statements?

(Then, I review the application process with the applicant, so they know what to expect.) I will send you listings for your review. Please drive by the properties that you want to view to review the neighborhood, the curb appeal and aesthetic value. Select 3-4 homes that you want to view, send them to me via email so that I can confirm that they are still available and then we will schedule a time to go out and review the properties. Please let me know if you see any properties that you want to view. I can open any property that has a lockbox; you do not need to call each agent that is listed on the property, I can research for you and show you the property. I only get paid if you rent with me. I am willing to give you 100% of my time; can I get your commitment that Page 84 of 196

you will only work with me? If yes, let’s get started. (Reconfirm phone number and obtain or reconfirm email. Set up search.)

Page 85 of 196

OBJECTION HANDLERS AND TOP AGENT REBUTTALS “If I list my home with you and buy my next home from you, will you cut your commission?”

“You know, I can appreciate that, and I want to be up front with you and say NO, I will not cut my commissions, and for one very simple reason”.

“As a professional my time has a certain value and I only work with people, like you, that realize the value of my service....and before you say anything, think about this...”

“If an agent is willing to cut his or her commission, just like that, how well do you think they will hold up when it comes to negotiating the best possible price for your home?”

“I want to demonstrate, up front, how tough I am going to be for you...Therefore, cutting my commission is not an option...does that make sense?”

“I have to keep my promise to the agent from which I originally bought the home.”

“That’s great, I can appreciate your loyalty and that is a quality that I respect in people...so, I’m curious, let me ask you this...”

“Has there ever been a time when you decided to buy something or do something and a friend said, “Hey, no problem, when you need help, I can do it” and in the end, because you didn’t check around, you really didn’t get what you wanted...Have you ever been there before?”

(YES) “Well, I think you might find that this time is just like that time, and with that in mind, I’m sure you can see the importance of having me over to give you a second opinion...that wouldn’t hurt anything, would it?”

“I have seen this marketing plan from many different agents....what makes yours different?”

Level shift...”You know what? You’re right! There are only a certain number of things any agent can do to get a home sold and I think the final decision is not based on what I do differently...”

“I think the real issue is how you feel about the agent representing you...So tell me, what qualities are you looking for in an agent?” (Did you see how I shifted from “What do you do different”, to “What qualities are you looking for?”)

Top agent alternative: “My results”!

Page 86 of 196

OBJECTION HANDLERS AND TOP AGENT REBUTTALS “Why is your price so much lower than the other agents that we have talked to? ... I mean, they have comps that show higher prices than yours”?

“It’s kind of confusing isn’t it? I mean, you interview four agents and you get four different prices ... right”? (Yes, why is that?)

“You are probably thinking why did this person come in with such a low price? Doesn’t he or she want to get our listing? Well, my answer is Yes and No.” “You see there is a very big difference in the way that I operate and the way that most agents operate. Most agents manipulate the computer to show figures that they think you want to hear. Why?” “Well, most agents don’t do much or get much business. Getting your listing makes them feel like they are accomplishing something...”

“Whereas, I, on the other hand, sell homes, non-stop, all day long. Do you want to know why?” (Sure) “I tell nice people like you the truth. Did you know that only ___% of the homes that are listed for sale actually sell?” (No, I didn’t know that) “There’s a very simple reason, do you want to hear it?” (Yes) “Most agents do not have many listings. Therefore, convincing you to list your home with them becomes very important.”

“That’s why they’ll tell you whatever price they think you want to hear, even if they know six months from now, you will not be happy with them at all because no buyers will look at a house that is overpriced...Does that make sense?”

Top Agent Alternative: “My comps show the price I have indicated. I will take the listing if you will agree and sign an acknowledgement form tonight that you will reduce the listing to my price in 30 days. I would rather see you turn down 10 offers than never get one.”

Top Agent Alternative: “They emphasize listed prices. All I am concerned with is what is sold and has closed escrow. You wouldn’t want to base your price on erroneous info, would you?”

Page 87 of 196

Top Agent Alternative: “There are two places you can price your home...You can list it where it sits or you can list it where it sells. Which is better for you?”

“I’ll sell my home when the values go up!”

If a prospect has no reason to sell their house, then that is a condition. You can’t overcome conditions.

“How much advertising will you do, because I want a lot of advertising?”

“I understand that advertising is a concern...Are you familiar with the difference between passive and active marketing?” (No?) “Passive marketing is basically sitting around with your fingers crossed waiting for a buyer to show up and buy your home...”

“Passive marketing is holding open houses, sending out flyers and advertising in the newspaper...”

“You see, these methods are passive, and you can’t predict if they will work or not. Yet, agents that don’t want to work at getting your home sold will insist that they have sold many homes this way...And do you know what?”

“I agree, you can get a home sold that way...But, you can’t guarantee it. Do you understand what I mean by passive, basically sitting around waiting to get your home sold?”

“Active marketing on the other hand is much more aggressive and very predictable.”

“I will be on the phone every single day and call 10, 25, 50, even 100 people asking them if they would like to buy your home, if they know someone who would like to buy your home or if they would like to sell their house...”

“Do you know why I ask them if they would like me to sell their house?” (Why) “You see, the more signs I have out in the community, the more buyers that will call on those signs. The more buyer calls I get, the more people I can show your house to...”

“Now, which way, passive or active, do you think gets more homes sold?”

Page 88 of 196

“Would you like me to spend all my time and effort doing what is proven to get your home sold or would you like me to sit around with my fingers crossed hoping a buyer happens to call?”

Top Agent Alternative: “I advertise to the brokerage community; it has the qualified buyers for which we are looking.” (Passive vs. active etc.)

“You’re too busy, you have so many listings, and we want someone that can give us the attention we deserve.”

Level Shift: “I can appreciate that and you probably haven’t had a chance to think about the advantage I have over my fellow agents in town...”

“You see, the more listings I have, the more signs I have on the street. The more signs I have on the street, the more calls I get from buyers...and, of course, most of those buyers don’t buy the house they call about and many of them will be very interested in our house.”

“Can you see the advantage of listing with an agent that has 20-30 signs on the street working for you?”

Top Agent Alternative: “It’s funny you should say that...Benjamin Franklin said, “If you need something done, ask a busy person.”

“I want to find a house before I put mine on the market.”

“I agree, finding your new home is important and the unfortunate thing is...it may take as long as three months for your home to sell. Then it will take another two months to get all of the paperwork done and, by that time, any home that you would have found would already be sold.”

“Let’s get the listing agreement signed right now and get to work on getting your home sold tonight, so you don’t have to wait any longer than is necessary to get moved into your new home...sound good?”

Top Agent Alternative: “I understand your concern about your new home. I’ve brought you a list of current listings that fit your needs. Check these out and we will start looking. Once this house goes under contract, we will put a contract on your #1 choice – Close both homes the same day – One move for you! You are in good hands. I will take care of you.”

Page 89 of 196

Top Agent Alternative: “Terrific! Have you seen a home or are you ready to make an offer on one?” (No) “Great, let me go ahead and schedule a time with my lender and buyer/showing agent.

They can handle that for you. Let’s go ahead and write up the contract now.”

“You don’t handle homes in our price range.”

Level Shift: “You’re right, I don’t sell a lot of homes in your price range and that’s exactly why I’m here tonight...I usually sell homes in lower price ranges and what I find is...after I sell my clients’ homes, a great many of them move up to your price range, therefore, it only makes sense...that the next logical step for me is to start to sell your price range as well, considering I already have a relationship with many of the buyers that will be interested in your home...does that make sense?”

“I need to net this amount in order to move; I have to be at my new job in 90 days, but I can’t afford to buy a new home if I take a loss.”

“I can appreciate the position that you are in. Many people in our area are in the same position and you know...I’m curious. Has there ever been a time when you knew you were going to have to make a sacrifice?”

“I mean, you knew it was going to be tough and, in the end, after analyzing all of your options, you realized that there was only one thing to do...Put our head down, grit your teeth and go for it...”

“But you found that in the end, it all worked out. You made it through the tough times and life went on, maybe ending better than before...”

“Have you ever been there before?” (Well, yes) “This time is just like that time...as you can see, the competitive market analysis shows that there is no way anyone is going to give you what you need to make this move...”

“My question is this. Is it more important to get out from under this house, take the new job and work through the tough times or are you in a position to keep making mortgage payments on this house for a couple of years until property values go back up?”

(Help your prospects to see that they have probably been in tough places before and made it through...and this time is no different.)

“If I have to sell at that price, then I will sell it myself.”

Page 90 of 196

“I can appreciate your frustration with the marketplace, and I was wondering, what specifically causes you to believe that you can sell this home yourself, when less than ___% of the homes listed for sale with Real Estate Agents are selling?” (I don’t know...but, I can’t afford to sell at that price)

Ah-ha! The real objection comes out! Now dig more, find out the true motivation and handle the objection the way I have already taught you.

Top Agent Alternative: “No matter what you ask for, the homeowners are trying to save money by selling their homes themselves. I can create more competition through the brokerage community.”

Here’s a derivative of the same one...

“If we have to sell that low, we will sell it ourselves and pay 3% to the agent that sells it.”

“I completely understand your point of view Mr. And Mrs. Seller and it sounds like you haven’t been involved in this kind of transaction in a while...can I tell you why?” (Sure) “Agents work with buyers because it is easy. You show the house, the agent writes an offer and the agent on the listing side handles the next three months of legal paperwork trying to get the deal closed...Does that make sense?”

(Yes) “If you list it for sale yourself, who will follow up with the three months’ worth of legal paperwork...you? If so, what agent will want to risk the fact that you have never done it before?”

“Let me ask you this...If you were an agent, would you rather show homes that were listed with professional agents that worked to get deals closed?”

“Would you rather show a home and keep your fingers crossed, hoping that you don’t get sued by the buyers because some legal aspect was overlooked by the homeowners and the transaction didn’t get done...Which would you rather do?”

“Do you see my point?” (Yes) “Your idea sounds valid. It just doesn’t fit into today’s “lawsuit-happy” reality...I’m sorry.

Are there any other questions I can answer before you sign the listing agreement?”

Top Agent Alternative: “That may sound good, but then nobody is pushing your property. If nobody pushes it, nobody shows it. If nobody shows it, then it won’t sell.”

“We don’t want to list at a price that will get it sold in one week.”

Page 91 of 196

First of all, why would you tell them that it was going to sell in a week, unless they told you they needed to be gone in a week?

The only reason you would get that objection is if you were getting overly egotistical and ambitious and bragging...I’ll sell your home in a week...

It is more important to listen to when they want to be gone and tell them that your price will get them there on time and maybe even a week or two sooner!

You created that objection yourself, so I’m not going to handle it.

Top Agent Alternative: “I’d rather turn down 10 offers than never get one...I’ll work with you to get the right price for your home.”

“We can always come down in price later.”

“You’re right, and I think you need to take into account how homes get sold.”

“You see, if we come out of the shoot with your home overpriced all of the agents that show properties will instantly write you off as non-motivated sellers...Can I explain what that means from an agent’s perspective?” (Sure) “The higher a price is on a property, the less a seller needs to sell it...at least that’s what the agents believe...purely from their past experience...”

“Now, a non-motivated seller means, that even if you come down in price later, two things will happen.”

“Most agents won’t even realize your home has been reduced. Now, you might say, can’t we send them a flyer telling them that it’s been reduced?”

“Yes, we could send everyone a flyer telling them that the prices have been reduced, but agents get 500 flyers a week and there is a good chance it will go unnoticed.”

“If they see that you had the home priced real high in the beginning that will tell them that you were kind of unrealistic when we listed the property, meaning that you didn’t believe that what I was saying was true... All agents interpret this as trouble when it comes to getting the deal closed.”

“Do you understand why? If we price it to sell right from the beginning, our odds of getting agents to show it are much higher.”

Top Agent Alternative: “By that time the buyer for your home will have bought another. Do you want to lose that buyer?”

Page 92 of 196

“We aren’t quite ready yet, we need to finish a couple of projects around the house before we put it on the market.”

“I agree that making sure the house is up to par is important and you probably didn’t realize how little effect it will have on getting your home sold...”

“Let’s get your home listed for sale, get some of the top brokers in town to show the house to prospective buyers, and get their feedback...”

“The good news is you’ll find that maybe only one or two of your projects actually need to get done....if any at all...”

“It sure would be nice to not have to spend a dime to get out of this place...wouldn’t it?”

(Yes) “Great, which would be better for you, tonight at 6 or 7:30?”

Top Agent Alternative: “Great! Why don’t we complete the paperwork now and while you are doing your projects I’ll get the flyer done and paperwork processed so when you are ready I will be ready too! We’ll show it in 2 weeks.”

“How much money will you spend on those? You’ll probably not make that money back.

Let’s just sell as is and save you the time and money okay?”

“Will you cut your commissions? Other agents will.”

“You know, you’re right, there are a lot of desperate agents out there and I’m a little concerned...can I tell you why?” (Yes) “Do you own anything more valuable than this home?” (No) “Could you say that it is your most valuable possession?” (Yes) “If an agent is so desperate that they are willing to broadcast the fact that they don’t think they have any value as a Realtor, then I’m confused.”

“Is that the type of person you want sitting across from the negotiating table trying to negotiate you a better price?”

“We are talking about a person who has already admitted that he or she doesn’t even see value in himself or herself...”

“Is that the type of person you want to represent you in the most valuable transaction of your life?” (No) Page 93 of 196

“Good. If that was the case then I should not have even come over, considering I work 14 hours a day and my assistant works 8 hours a day to get your home sold and that’s very valuable...don’t you think?”

(Here’s one for the top producers, I have to say something before I give it to you. The more conviction you have the less you will get objections like this.

In fact, this objection is purely a function of a weak presentation...If you sound hesitant, your prospect will begin looking for ways to exploit your weakness.

I would interpret this objection as your prospect telling you...”I don’t think you have any value...so you better prove it to me.”)

Top Agent Alternative: “They may feel they are worthless. If they will reduce their price at the listing table, what will they do at the negotiating table? I will be tough and professional on both my fee and your price, particularly at the negotiating table.”

Top Agent Alternative: “Commissions aren’t negotiable with agents that sell homes daily. They are only negotiable with Realtors who don’t believe in the services that they offer. Now you told me you had to be gone in 90 days, right? You need a strong service agent that sells homes, right?”

“It seems like 7% should be enough to cover your expenses without paying an additional $250 transaction fee.”

Level shift from money to peace of mind...

“I can understand your concern. It is a lot of money...so, I want you to look at it this way...Don’t look at the money. It’s really the peace of mind you will experience when you use my service...”

“Unfortunately, most agents don’t run their business like a business.”

“That means they don’t have all the support necessary to guarantee your home will sell...and what is even more important than that is having staff necessary to get the deal closed.”

“Did you know that only ____% of the homes listed for sale actually sell?” (No) “Well, even worse is this, did you know that only ____% of the homes that get offers actually end up closing?” (No) “The reason you are going to pay me more is simple.

Every house I list for sale sells, and my staff gets them closed so you walk away with a nice big check in your hand...I mean, that’s what you want isn’t it?”

Top Agent Alternative:

Page 94 of 196

“I have a licensed specialist who does nothing but track your transaction on a daily basis. You can lose more than $250 by not having someone watching your deal daily.

One agent can’t do it all, it’s impossible.”

Top Agent Alternative: “I understand. Remember I get 3% of the 7%, which I split with my company – then I take off for my expenses. The transaction coordinator is an insurance policy that your home will close escrow, but if you’d rather take a chance...”

Top Agent Alternative: “When you get a loan, you pay points and a processing fee. It’s the same thing. Isn’t it worth $250 to have me and my 6 assistants working for you?”

“Why don’t you advertise? Everyone else we talk to says they do the same things as you plus they advertise.”

“Obviously that is a valid concern and I’m glad you brought it up...You see, I want you to realize that if an agent tells you that he or she does the things that I say I’m going to do, which is to actively prospect every single day to get your home sold...”

“Then he or she is more than likely stretching the truth a little. Can I tell you why I think that?” (Sure) “Agents that advertise a lot don’t want to work. So, what these individuals will tell you is that they actively prospect every day to impress you...”

“But, let me ask you a question...If you could sell a home without spending 50% of your money...would you?” (Yes)

“I mean, all smart businesspeople would...wouldn’t they?” (Yes) “Either they are not smart, or they aren’t telling you the whole truth...does that make sense?”

“You don’t hold open houses...Why?” I would say exactly the same thing I said about advertising and talk about passive versus active marketing.

Here’s one...you were guaranteed the last interview and after all is said and done, they say....

“We still need to interview one more agent.” (Even after they promised you would be last) Okay? First of all...that is not the real objection...they are just saying to you...

Page 95 of 196

“We don’t see why we should pay you money to sell our home...that’s why you should leave.”

So, what we need to do is flush out the real objection.

Use the “What specifically causes you to believe” but, only if you are in good rapport, otherwise it might be a little too strong...

For a less direct version that will still flush out the real objection try something like this...

“You know...I can appreciate the fact that you want another opinion, and the fact that I was told that I would be the last agent interviewed only tells me one thing. Do you want to know what it is?” (Yes) “Somewhere, somehow, I have not completely convinced you that I can sell your home.

So tell me...What is it, specifically, that is stopping you from signing the listing contract with me tonight?”

Now, you’re going to get the real objection and you can use one of the patterns I taught you to handle it...

Top Agent Alternative: “I can appreciate that before we met today that you set up another appointment with another Realtor. I’m sure you will agree that my qualifications will be tough to beat. I’ll be happy to call the other agent, cancel your appointment and it will be one less delay in getting your home sold.”

Top Agent Alternative: “Agents work together. I will call ___________________ and tell him/her your home is listed and they can bring their buyers anytime.”

Here’s another objection for those of you trying to convert your real estate business into a real business. This means you are asking your prospects to come into the office for appointments.

What if the person says…

“It is important to us that you see our home, even though you don’t think it will make a difference in price. We want you to see it. We will only meet with you at our home.”

The only time you get this one is if you are using the Mike Ferry “Appointments in the Office” strategy. Here’s how I would handle it.

“I understand that seeing your home is important to you and that’s why I’m willing to make an exception for you...under one condition...”

Page 96 of 196

“If I decide to come over to your house and I present something that makes sense to you and you understand exactly how I’m going to get your home sold, and you feel comfortable with it...are you going to list your home for sale with me at that point?”

If the answer is yes, go!

If the answer is maybe, then you need to decide what you want to do.

Top Agent Alternative: “Why don’t I come by on my way to the office tomorrow morning, I’ll look at it then, and see you here at 5:00 p.m. tomorrow night. That way I can show you our office set-up?”

Top Agent Alternative: “I will see your home once it’s listed. You see I spend all my time out in the field looking for buyers to sell my listings. So, when your home is listed, I will be doing the same thing.”

“We want to have an exclusion in the listing contract in case our company, friend or neighbor wants to buy it.”

“I agree that it’s important to be thorough when we are filling out this contract and let me ask you this...”

“Why haven’t you already sold the home to your company, friend or neighbor?” (No one has made us an offer) “Your personal marketing hasn’t worked and that’s why you’re hiring me...is that right?”

(That’s right) “So, I’m curious as to why I should waive my commission. If my marketing works well enough to convince your company, friend or neighbor to buy it...isn’t that what you are paying me for in the first place?”

“Aren’t you hiring me to let the public know your home is for sale and convince people that they should buy it?”

“So, why would I cut my commission if my marketing works?”

Top Agent Alternative: “You have 24 hours to let them know you’re listed. Call them. They do or they don’t.”

Here’s one...

“We want to compare what you are saying to other Realtors.” I’d use the what specifically pattern.

Page 97 of 196

“Great! I think that is one of the best things that you could do and before I go...”

“Tell me, what is it specifically that is stopping you from picking up that pen and signing your home with me?” (We’re just a little shocked by the price) “Hey, I understand and let me ask you this...If I can help you to realize that your home will not sell for a dollar more than what I have told you...If you felt completely satisfied that it was true...would you still want to waste your valuable time talking to another Realtor or would you just list with me tonight?"

(Well, I guess if we felt comfortable, we would list with you tonight) “Great!”

Then simply go back through the CMA and convince them.

“Why should we choose you?”

The only way to answer this one is to know what makes you different from other agents.

Since that is different with every agent...I’ll leave that one up to you.

“We want to think it over.”

I would force them to make the general more specific.

“I can appreciate that, making a logical decision is important...so tell me, what is it specifically that you’re going to have to think over?”

Now, they will give you the real hidden objection and you can handle it using the patterns you have already learned.

An expired listing says, “The last agent never showed our home himself and neither did anyone else from his office.”

“Did they promise you that they would be showing your home non-stop?” (Yes) “Well then, I can appreciate what you’re telling me...you see I promise you I will not be showing your home! Do you want to know why?” (Yes) “The agents in my office are not part of the top 100 agents in the area that sell 88% of the homes listed for sale.”

“I’m curious...Did you want me marketing your property to the people that sell the homes or the agents that just do okay?” (The agents that sell the homes) “That’s why I promise to market your home to the agents that sell homes and not to the agents that don’t...is that okay with you?” (Yes) “I thought so.”

Page 98 of 196

Top Agent Alternative: “You’re kidding!”

FSBO: “We will only list with agents that have brought clients by while we were selling on our own.”

“I can understand why you might think that is a smart thing to do...I mean it only seems logical...doesn’t it?” (Yes) “You’re right, it does seem logical, unless you know how the real estate business works...can I let you in on a little secret?” (Sure) “Well, there are two types of agents...listing agents and buyers’ agents. Of course, both are listing and selling, but let me ask you this...”

“You want to list your home for sale and get it sold, right?” (Right!)

“Then you want an agent that knows marketing...does that make sense?” (Yes) “Agents that take buyers to FSBO’s aren’t marketing agents, they are buyers’ agents...They specialize in selling one-on-one.”

“So, I’m curious, which do you think is going to get your home sold...An agent that tries to sell people one at a time or an agent that sells to the masses trying to pinpoint that one perfect buyer for your home?”

“I’m sure no other agent even took the time to explain that to you...did they?” (No) “Do you see why it makes sense to list with an agent like myself that spends all day marketing your property on a mass scale?”

“We want to try selling it ourselves.”

“I totally understand the thought of trying to get a home sold yourself...I mean, let’s face it...saving that commission can mean some good money in your pocket...right?” (Right!)

“So, I’m curious, are you familiar with the difference between passive and active marketing?” (No) “Real quick...Passive marketing is basically sitting around doing nothing like, holding open houses, sending out flyers or advertising in the newspaper...”

“Were you thinking about doing any of these things?” (Yeah) “I was afraid of that!”

Page 99 of 196

“These methods only work about 25% of the time! Yet, agents sell this concept as if this was the answer to all your problems...right?” (Right) “Which then makes you think well, what’s so hard about that...I could do that...right?”

(Right) “The problem is...this doesn’t get a home sold anymore...”

“Do you understand now what I mean by passive...sitting around with your fingers crossed...waiting for the buyer?”

“Active Marketing, on the other hand, is literally getting on the phone every single day and personally contacting as many people as I can 25, 50, even 100 a day.”

“The key is...asking them if they would like to buy your home, if they know someone who would like to buy your home, or if they would like to sell their home.”

“Do you know why I ask if they would like to sell their home? Because the more signs I have the more buyer’s calls I get to show your home...does that make sense?”

“Now...which way, passive or active, do you believe will get more homes sold?”

“And you understand that I am doing active marketing on you as we speak, right?”

“So, how many people do you think you could call a day to try and get your home sold...and by the way have you ever done telephone soliciting before?”

Top Agent Alternative: “You can try it. Lots of people do. It is like going to the casinos. Millions of people go, and every now and then someone hits the jackpot, but the vast majority of people lose money or Las Vegas wouldn’t be here. Every now and then a seller hits the jackpot, but the vast majority need an agent, or the real estate industry wouldn’t be here.”

Top Agent Alternative: “Let’s talk, okay? John, you are an attorney and try cases in court daily. I can’t imagine walking in and trying the case myself. I am a professional real estate agent. I know what I am doing. I am here to release you from the extra stress. I have a record 98.8% full contracts. I earn my commission. I bring you top dollar. I close the deal.”

“We have a good friend in the business.”

I’m going to have to steal my Dad’s brilliant one...

“I can appreciate that, almost everybody does; so when would you like to see why 85% of the homes I list for sale sell and why only 40% of the homes listed with other agents sell...tonight at 6:00 or tonight at 7:30?”

Page 100 of 196

Top Agent Alternative: “Your friends will want the very best for you. I will be happy to call them for you.”

Top Agent Alternative: “Are you willing to jeopardize your friendship?”

Top Agent Alternative: “You owe your friend friendship. You owe me nothing. But you owe yourself the best.

Don’t you want the best agent working for you?”

“10 other agents from your office have called today; I wish you would just lay off.”

“I can understand your frustration and are you beginning to realize that our office gets the job done?” (Yeah, but you’re driving me crazy) “I agree...it’s a living nightmare isn’t it?” (Yes) “And I’m sure you can see that when you list your home for sale with one of the agents in our office, you are putting one of the most powerful real estate teams in the area to work for you.”

“I’m curious, did you want a group of wimpy, non-aggressive agents working to sell your home or would you rather have hard-core, aggressive agents like those in our office?”

Top Agent Alternative: “Our company wants to be sure your home gets sold; as you can see, we are the most aggressive agents in town. When today can we get together?”

“We told you we weren’t going to list our home until next year! Why don’t you stop calling, we will call you when we are ready!”

Well, my friend, this is a condition that you have created! If you write a follow up letter that prospects find valuable, then you can call them every month and talk to them about what you wrote.

But, since you send your regular old real estate stuff that everyone sends and no one cares about (especially your prospect) you just look like a pest and there isn’t much you can do about it!

Top Agent Alternative:

Page 101 of 196

“People’s plans change quite often and you may not have my name handy if your needs change. This aggressive approach is what you will need to find the right buyer for your home.”

Top Agent Alternative: “Because we find people’s plans change we like to keep in touch. Who do you know who is ready now that I can contact?”

“Your office is not close to our home.”

This sounds like a smoke screen, so I’m going to flush them out...

“I agree, it’s not right around the corner from your home and tell me, why is that important to you?”

Now you’ll get the real objection...more service, less cost, whatever.

“We’ll list after the holidays.”

“I think that’s perfectly valid and tell me, how many days during November and December are you going to want all to yourself?” (About five) “Five, that’s great.”

“Now, did you know that exactly ____% of the homes listed for sale actually sell?” (No) “Did you know that right now there are ________ homes listed for sale?” (No) “Did you know that the Board of Realtors showed that last year, more homes came on the market in spring than any other time of the year?” (No) “So, I guess my question is this...if I promise to keep everyone out of your hair for those five days...would you still want to compete against potentially 6,000 homes for sale in the spring or the 2,000 homes for sale now...if you knew that nobody or nothing would disturb you at your request?”

Top Agent Alternative: “Let’s get a jump start on our competition. Why not complete the paperwork now, I’ll get the flyer made and paperwork processed and will line up buyers. So when you are ready we’ll be ahead of the others who are just getting started.”

“We’re already committed to another agent.”

“Great! So, you have already signed a listing agreement?” (Well, no) “So, you are not committed, you are just promised...right?” (Right!)

Page 102 of 196

“You know...I really don’t care if you list your house with me...

“If you’re thinking of interviewing more agents for the job of selling your home...it is vitally important that you understand the different marketing approaches so you don’t get burned the next time...”

“You don’t want to get burned again...do you?”

“So let me ask you this...Do you know the difference between passive marketing and active marketing?” (No) “You don’t!”

“Passive marketing is basically sitting around doing nothing like, holding open houses, sending out flyers or advertising in the newspaper. Did your last agent use any of these methods?” (Yeah) “I was afraid of that!”

“These methods have been ineffective! Yet, your last agent sold it to you as if this was the answer to all your problems...right?”

“Do you understand what I mean by passive...basically, sitting around with your fingers crossed...waiting for the buyer?”

“Active marketing, on the other hand, is literally getting on the phone every single day and personally contacting as many people as I can 25, 50, even 100 a day.”

“The key is...asking them if they would like to buy your home, if they know someone who would like to buy your home, or if they would like to sell their house...”

“Do you know why I ask if they would like to sell their home? Because the more signs I have the more buyers' calls I get to show your home...that makes sense, doesn’t it?”

“Now, which way, passive or active, do you believe will get more homes sold?”

“And you understand that I am doing active marketing on you as we speak, right?”

Got them!

I don’t think I have explained what I’m doing when I give the comparison between passive and active marketing.

That’s what we call a future pace...basically what my objective is...is to cut the other agents off at the knee caps by educating the customers to the realities of the market place.

Now, when they are sitting in front of the other agent, what question are they going to ask? “How many people do you call each day?”

Top Agent Alternative: Page 103 of 196

“Make sure you have made the right commitment by seeing me and then making your decision. If they have better qualifications than me, you can go ahead and list with them.”

“We want to wait for the market to come back before we try and sell it again.”

Can you get around the fact that they don’t want to sell? No! But, and I mean BUT, you may want to keep digging and see if they have an underlying motivation that we don’t know about that is forcing them to sell now!

The fact is...if you don’t know how to match peoples’ communication patterns, they oftentimes won’t feel comfortable telling you the truth and so you need to dig more!

Top Agent Alternative: “In today’s economy the market is going to do one of two things; either remain the same or continue to go down, so you see waiting just doesn’t help does it?”

“I’m getting a lot of interested buyers through my house; I think I’ll be able to sell it in a week. So, what do I need you for?”

You tell me...Objection or Condition?

CONDITION!!! If they can sell it themselves...what do they need you for?

All you can say is this...”If you don’t sell it, when will you be interviewing agents for the job of selling your home?”

“This offer is too low; we’re going to wait for a more reasonable offer.”

Top Agent Alternative: “99% of the time your first offer is your best. Are you willing to roll the dice for a 1% chance?”

Top Agent Alternative: “We are lucky to have an offer in today’s economy. We could wait, and maybe there will be another offer, but it may take 4 months, 6 months, maybe even more, and even then the offer could be even lower.”

“You’ve lowered our price three times already and it’s still not sold. How can you ask us to drop our prices again?”

“Your frustration is valid. I mean the marketplace is slipping out from underneath you...So, let me ask you this...”

Page 104 of 196

“When your neighbor’s home, which is exactly the same model as yours, sells for $5,000 less than you are asking...Who would pay more?”

“Even more importantly there are 3 other properties on the market, just like yours.”

“One property is listed for $1,000 less than yours, another is $2,000 more than yours and the last one is $1,500 less than yours.”

“If anybody is going to buy a 3 bedroom, 2 1/2 bath with a 2 car garage, it will be the home that is priced the lowest.”

“You hired me to tell you the truth and get your home sold. If I could sell it for more, don’t you think I want a higher commission? I’m sorry reality is so painful.”

“If you would like, we could cancel our listing agreement and I could give you the names and numbers of a couple agents that specialize in overpriced homes that never sell.”

“Is that what you want, or do you still want to work with someone that is on your side and tells the truth?”

“If we lower the price any more, we won’t have enough equity to move.”

“What’s important about moving?” (I’ve got that new job I have to get to) A new job, that’s great!

“So, how’s that important to you...you know, the new job, I mean, what will that do?”

(Well, I’m going to make more money and I’ll be able to give my family the life that it wants.)

“So, you’re going to make more money and give your family a better life...that’s exciting, isn’t it?” (Yes) “So, ultimately, you’re working at your new job, making lots of money, you are providing a great life for your family. What will all of this do for you?” (I don’t know, I guess it will just make me happy) “Isn’t that a great feeling?” (Yes) “So, fortunately, to get you one step closer to...Just being happy, your providing a great life for your family and your making lots of money at your new job, all we need to do now is simply make the sacrifice...and lower your price, so then I can help you get what you want in the time you want...won’t that be great!” (Yes, I guess that’s what we have to do)” Top Agent Alternative:

Page 105 of 196

“If you really need to move, you will have to adjust your expectation level for your new destination. I can help you find something suitable. By the time your equity flows in your current home, prices will be higher everywhere else and you have the same problem.”

Top Agent Alternative: “Buyers don’t care what you are going to net. Will you be concerned about what the seller nets when you purchase?”

“We have a unique home; the right buyer just hasn’t come through yet!”

“You’re right! You do have a unique home and I hate to tell you this...but at this price, we will probably never get the right buyer in here...can I tell you why?” (Yes) “Because 90% of all buyers are represented by Real Estate Agents...and Real Estate Agents will qualify the buyer to find out how much they want to spend, how many bedrooms, how many bathrooms, what amenities they want and so on...”

“The problem is the unique qualities of your home do not show up on the computer where the Real Estate Agents get their information...”

“Meaning that based on your price, and the number of rooms, baths and amenities, you will not get anybody through here...no matter how hard I market to these agents. In their mind, it isn’t the best buy on the market, they feel they are not serving their clients...do you see my point?”

Top Agent Alternative: “That’s the very reason you need me to maximize your exposure and get enough buyers through that will ferret out the buyer looking for something different.”

Top Agent Alternative: “Buyers aren’t looking for a unique home; they’re looking for the best priced homes.”

Are you getting the picture...You can handle almost any objection that you come across if you simply practice using the patterns...

Always, always, always agree with your prospects that their concern is valid using...

I can appreciate that I agree I understand That’s a valid concern Tell them things like, “Most of my customers bring up that same exact point just before they list their homes with me.”

Page 106 of 196

Then, remember ... never, never, never use the word “But”!

It basically tells the prospect that they are wrong and if you tell them that they are wrong, then they will naturally look for how you are wrong and that’s the last thing you want to happen...

Use the word “And” to transition into your objection handling patterns.

That way, after you tell the prospect that their concern is justified or basically okay, they will look for how you are justified in what you say to them...

Always remember to use basic human nature to your advantage.

So, now that you have validated your prospect and used the work “And” to transition, you can use one of these three patterns to handle the objection...

First of all, always break the generalization down to the specifics using reverse inductive logic or anti cause and effect language...

Use the pattern “What specifically causes you to believe?”...

Especially when they say things like...”Your office is so small, we were thinking of listing with a larger office with more agents.”

You can say “What specifically causes you to believe that a larger office has a better chance at selling your home than a smaller one?”

This way your prospect can tell you what they are really thinking, and you can gently show them how they have been misinformed.

The second pattern we need to review is how to use your prospects’ past experiences to your advantage.

You say...Has there ever been a time when... Then, explain a similar situation...

Get agreement that they have, in fact, been in that similar situation before.

Tell them “This time is just like that time” basically tying the past and the future together for them.

And finally, explaining just how this time and last time are the same.

The last pattern we can use is level shifting which is basically telling the prospect something like “I hear what you’re saying about the price being a little low and I think what we’re really talking about here is freedom.”

Then you go on to show them how you can provide them with that freedom and how the freedom overshadows the pricing difference.

Page 107 of 196

The Language of Sales in the KW Culture Neuro-Linguistic Programming – NLP is a method of influencing brain behavior (the “neuro” part of the phrase) through the use of language (the “linguistic” part) and other types of communication to enable a person to “recode” the way the brain responds to stimuli (that’s the “programming”) and manifest new and better behaviors. NeuroLinguistic Programming often incorporates hypnosis and self-hypnosis to help achieve the change (or “programming”) that is wanted.

Set of rules and techniques proposed for modifying behavior in achieving self improvement, self management, and more effective interpersonal communications.

Based on certain assumptions about how language and movements of eyes and body affect brain (neurological) functions, NLP is similar to self-hypnosis. Its basic premise is that to achieve any kind of success one must create rich imagery of the goal and must imitate (model) and internalize the appropriate behavioral patterns. Its name is derived from how senses filter and process experience before storing it in the brain (neuro), how one uses words and symbols to create mental pictures (linguistic), and how desired habits and attitudes become ingrained (programming).

A ‘pace’ is a fact, repeated back to a client that their conscious mind knows to be true.

It’s a variation on a ‘tie-down’ statement, which is a question concerning a matter with which the client is nearly certain to agree.

A ‘lead’ is a point that you are seeking agreement on.

With the above in mind… the following communication techniques work because it gets the client accustomed to saying “yes.”

Step 1: Pace, pace, pace, then lead Step 2: Pace, pace, then lead, tie-down Step 3: Pace then lead Step 4: Lead and close -

Here’s an example of the Language of Sales in action: The Listing Presentation Mr. and Mrs. Seller, thank you for inviting me to your home. (pace) It is an important decision that you are about to make (pace) to list your home with me. (embedded command) You are moving to Chicago after the first of the year. (pace) And you need to get your home sold quickly. (lead) You have your new job in place. (pace) And you are starting your new job in 60 days. (pace) So it’s important to price your home right (embedded command) so that it will sell quickly. (lead) Don’t you agree? (tie-down) Your employer wants you to start in 60 days. (pace) And to make sure that you can move together as a family, we need to get it sold in 30 days. (lead) Page 108 of 196

-

So let’s price it right tonight. (close) While the language of sales is a highly studied approach to directing the outcome of a conversation, Lokoszka emphasizes that it is not a technique to manipulate clients. “It is only valid if you are being authentic, if you have asked key questions and have found out as much as you can about your client’s needs so that you can come from a place of contribution.”

-

Buyer Example We’ve been looking at homes for 6 weeks, we’ve written offers on 2 homes, and lost both due to low offers…. Naturally you’re beginning to realize in your price range there’s competition for good properties…

You’ve told me you’re committed to buying a home… and you’re tired of being in this position… therefore we should… write an aggressive offer… to ensure you… buy this home… does that make sense?

(Names) you love this property… so automatically you’ll… do what it takes… so you can… own this home…

Let’s do the right thing… and offer X or more… so you don’t lose this home, okay?

Page 109 of 196

Neuro-Linguistic Programming Adverb presuppositions and Tie-down Questions Objectives: 1. To master selling such that your words cause instantaneous action in others.

2. "Did you complete your accountability?"

3. Review last week's homework 4. Discuss "Monthly Rapport Theme" 5. Learn the use of adverb presuppositions and tie-down questions.

6. Assign homework.

1) Did you complete your accountability?

2) This month's Rapport theme is mimicking rate of speech. a. Goal is to mimic everyone's rate of speech b. Do the opposite to one person and note the response every day. c. Report daily to your partner that you are mimicking and the results.

3) Presupposition is the ultimate in assumption. Presuppositions assume something is already true. Almost every day you say something assumed in it. What's assumed in the following statements? a. You definitely want me to get you the most money for your home, don't you? b. Luckily you and I are on the phone...let's set an appointment for today. c. Surely you are going to choose me.. as your agent, right?

4) Adverbs & Presuppositions Luckily Happily Simply Surely

Obviously Frankly Certainly Supposedly

Remarkably Fortunately Naturally Consequently

Easily Definitely Undoubtedly Quickly

Undoubtedly you'll...list with me.. When we get together for an appointment.. when did you want to do that?

Page 110 of 196

Let’s quickly...make a decision...about this counteroffer, so we can... get this property...before someone else does, isn't this what you want?

Simply...make an offer...and I will easily get you this house for the best possible price. Okay?

Remarkably I get my clients 13% more money than they can selling it on their own did you want to... get more for your house...and have me do all the work for you?

You will happily...choose me... when you see how much more I can net you versus other agents in the area... is that what you want?

Write one sentence with an adverb presupposition and one embedded command.

5) Tie-down questions serve three purposes a.

Keep the customer involved.

b.

They distract the customer from strong language patterns.

c.

They turn your questions from uncertain to certain Isn't that what you want? Won't that be great?

Does that work for you?

Okay?

Right?

Don’t you think?

Isn't that right?

Isn't that true?

Isn’t it?

Don't you/we?

Aren't they/we?

Didn't you/it?

Can't you/it?

Haven't you?

Can you not?

Hasn't it?

Weren't you/they?

Wasn't it?

Shouldn't you/it/we?

Wouldn't you/it?

Don't you agree?

Certainly you will...sign the contract...when you realize I can get you what you want for the house.... shouldn't you? It's lucky that I called today, or you might of made the same mistake twice...isn't that true?

Frankly your last two interviews with agents only prove to you that I'm the right agent for the job...

Don't they? You simply have to... take this offer...to get to your new home...don't you agree?

Undoubtedly you were waiting for a powerful agent like me to show up...weren't you?

Write one statement with an adverb presupposition, an embedded command and a tie down question.

6) Homework a) Mimic every person's rate of speech you come in verbal contact with over the next seven days. b)

Do the opposite to at least one person a day.

c)

Using adverb presuppositions, embedded commands and tie-down questions. Write

two sentences a day in each of the following categories: •

Prospection

•

Lead Follow-up

•

Listing presentation

•

Buyer presentations and/or Price reductions Page 111 of 196

•

Negotiating

Use modal operators before each command d) Email your group partners your 10 sentences every day for the next five working days. e) Mail a 30-minute tape of your prospecting this week to you partner. One insight per tape report to partner f) Quickly report the following to your partner daily.

•

What is happening because you are mimicking?

•

What happened when you did the opposite?

•

Contacts, appointments, and listings

•

Whether you completed your sentences that day.

•

Read them your favorite one.

Page 112 of 196

Neuro-Linguistic Programming Awareness Presupposition Objectives: To master selling such that your words cause instantaneous action in others. a. "Did you complete your accountability?" b. Discuss "Monthly Rapport Theme" c.

Learn the use of adverb presupposition

d. Assign homework.

1.

Did you complete your accountability?

2.

This month's rapport theme is mimicking tonality, inflection, and pronunciation.

a.

Goal is to mimic everyone's tonality, inflection and pronunciation

b.

Do the opposite to one person and note the response every day

c.

Report daily to your partner that you are mimicking and the results 3. Do people sometimes focus on inappropriate things? What we focus on is also what we are aware of...right? What we are aware of is our reality.

4.

Awareness presuppositions change people's reality by changing what they are aware of. They assume that people are aware of things they weren't previously aware of. In essence they create reality for people.

5. Awareness presuppositions Begin(ing)

Become(ing)

Become aware

Notice(ing)

Discover(ing)

Pay attention

Start(ing)

Continue(ing)

Already

Know(ing)

Realize(ing)

Still

Believe(ing)

Sense(ing)

Aware(ness)

Acomplish(ing)

Achieve(ing)

Assume(ing)

Attain(ing)

Imagine(ing)

Comprehend(ing)

Conceive(ing)

Perceive(ing)

Consider(ing)

Entertain(ing)

Perform(ing)

Execute(ing)

Experience(ing)

Ponder(ing)

Feel(ing)

Fulfill(ing)

Understand(ing)

Gain(ing)

Grasp(ing)

Think(ing)

Page 113 of 196

Naturally you are becoming aware of the fact that you should... get excited... about hiring me to... sell your home... Aren't you?

Are you beginning to regret that you still have appointments with other agents... now that you know I can sell your home... and get you what you want... in the time that you want?

Now you will start to get excited.. as we go through the CMA... sound good?

Do you already see that this is your best offer and you should... Accept this offer... if you want top dollar for this house... that's what you want... right?

Write one statement with an awareness presupposition, an embedded command and a tie-down question.

6. Homework. a. Mimic every person's rate of speech you come in verbal contact with over the next seven days. b.

Do the opposite to at least one person a day. c. Using adverb presuppositions, embedded commands and tie-down questions write two sentences a day in each of the following categories

d. e. f.

1.

Prospecting

2.

Lead follow-up

3.

Listing presentation

4.

Buyer presentation and/or reduction

5.

Negotiating

Email your group partners your 10 sentences every day for the next 5 working days.

Mail a 30-minute tape of your prospecting this week to your partner. One insight per tape report to partner.

Quickly report the following to your partner daily.

1.

What is happening because you are mimicking?

2.

What happened when you did the opposite?

3.

Contacts, appointments, listings

4.

Whether you completed your sentences that day.

5.

Read them your favorite one.

Page 114 of 196

Neuro-Linguistic Programming Automatic Presuppositions Objectives: a.

To master selling such that your words cause instantaneous action in others

b.

"Did you complete your accountability?"

c.

Discuss "Monthly Rapport Theme"

d.

Learn the use of adverb presuppositions and tie-down questions

e.

Assign homework 1. Did you complete your accountability?

2. This month's rapport theme is mimicking tonality, inflection, and pronunciation

a.

Goal is to mimic everyone's tonality, inflection, and pronunciation

b.

Do the opposite to one person and note the response everyday

c.

Report daily to your partner that you are mimicking and the results 2. Automatic Presuppositions assume something is going to happen automatically. They assume something will happen whether you want it or not.

3.

Automatic Presuppositions Automatically Continuously Steadily Second Nature Spontaneously Almost magically Constantly Instinctively Unconsciously Involuntarily Even without thinking Most people automatically... do what I say... knowing that I can almost magically get what you want for this house... isn't that great?

You'll continuously... get more excited... about your new home... as we spend this next 15 minutes going over exactly how I'm going to get you there... isn't this exciting?

Instinctively you know I can sell your home and obviously you are feeling the same way everyone does right before they sign the contract... so... do you have any more questions or would you like to just... sign the contract... and let me get to work for you?

I think that unconsciously you know it's time to... lower the price... don't you?

Write one statement with an automatic presupposition, and at least one embedded command.

Page 115 of 196

Write one statement with an automatic presupposition, an embedded command and a tie-down question.

5. Homework. a. Mimic every person's tonality, inflection and pronunciation you come in verbal contact with over the next seven days. b. Do the opposite tonality, inflection and pronunciation to at least one person a day. Using automatic presuppositions write two sentences a day in each of the following categories. Use embedded commands and tie-down in at least half of your 10 sentences everyday 1.

Prospecting

2.

Lead follow up

3.

Listing Presentation

4.

Buyer presentation and/or price reduction

5.

Negotiating

Use modal operations before each command.

Sprinkle adverbs and awareness presuppositions throughout. c.

Email your group partners your 10 sentences every day for the next 5 working days.

d.

Mail a 30-minute tape of lead follow up this week to your partner

e.

Quickly report the following to your partner daily 1.

What is happening because you are mimicking?

2.

What happened when you did the opposite?

3.

Contacts, appointments, listings

4.

Whether you completed your sentences that day.

5.

Read them your favorite one.

Page 116 of 196

Neuro-Linguistic Programming Temporal Presuppositions Objectives: a.

To master selling such that your words cause instantaneous actions in others.

b.

"Did you complete your accountability?"

c.

Discuss "Monthly Rapport Theme"

d.

Learn the use of adverb presuppositions and tie-down questions.

e.

Assign homework.

1.

Did you complete accountability?

2.

This month's rapport theme is mimicking tonality, inflection and pronunciation. a. Goal is to mimic everyone's tonality, inflection and pronunciation.

b.

Do the opposite to one person and note the response everyday

c.

Report daily to your partner that you are mimicking and the results 3. Temporal Presuppositions assume something is going to happen in time. They assume something is going to happen, something has already happened or that something is happening right now.

4. Temporal Presuppositions assume that something has already happened in the past, something is happening right now in the present or that something will happen in the future.

5.

Assumption means that it didn't exist before you said it!

6.

Temporal Presuppositions.

Before After Since Prior As Once Once again When

During While Now Sooner or Later

7. When using temporal presuppositions make sure you assume something "new"... something that doesn't exist yet... something you want to have happen rather than something that already exists. There is no need to assume something that already exists. Assuming something that already exists is not an assumption at all.

8.

The goal is to create the future for people rather than restating or describing the present.

Page 117 of 196

9.

Describing has no persuasive value.

10.

For example: "During our meeting today"

11.

"During our meeting" is already happening. This is an example of restating creating.

12.

Example: "During my powerful presentation today..."

13.

"During my powerful presentation" assumes that in this moment they are about to experience a powerful presentation. You are creating something that didn't exist in the mind of your prospect. They will now listen for your power.

14.

When would "During our meeting" be an assumption? Answer: Before you had a meeting.

Maybe in lead follow-up or prospecting.

When you... sign the contract... you start to experience the excitement of your new move almost immediately... sounds good...doesn't it?

Since you've decided to... choose me... as your agent... let's go ahead and sign the contract... okay?

Before you... reduce the price... it won't be hard to... convince yourself... that the market isn't where we thought it was... just look at how few people even come to see your home.

Prior to buying a house today I want you to... feel comfortable... knowing I've researched the entire market and these are the four houses that meet your criteria... sound good?

Write one sentence with a temporal presupposition, one embedded command, an awareness presupposition and a tie down. (Double underline embedded commands).

15.Homework a.

Mimic every person's tonality, inflection and pronunciation you come in verbal contact with over the next seven days. b. Do the opposite tonality, inflection and pronunciation to at least one person a day. Using temporal presuppositions write two sentences a day in the following categories. Use embedded commands and tie downs in at least half of your 10 sentences every day.

1.

Prospecting

2.

Lead follow up

3.

Listing Presentation

4.

Buyers Presentation or Price reductions

5.

Offers

Use modal operators before each command.

Sprinkle adverbs, awareness and automatic presuppositions throughout.

Page 118 of 196

c.

Fax or email your group partners your 10 sentences every day for the next five working days

d.

Mail a 30-minute tape of your lead follow-up this week to your partner

e.

Quickly report the following to your partner daily.

1.

What is happening because you are mimicking?

2.

What happened when you did the opposite?

3.

Contacts, appointments, listings

4.

Whether you completed your sentences that day.

5.

Read your favorite one.

Verbal Pacing and Leading Objectives: a.

To master selling such that your words cause instantaneous actions in others.

b.

"Did you complete your accountability?"

c.

Discuss "Monthly Rapport Theme"

d.

Learn the use of adverb presuppositions and tie-down questions.

e.

Assign homework.

1.

Did you complete accountability?

2.

This month's rapport theme is mimicking tonality, inflection and pronunciation.

a.

Goal is to mimic everyone's tonality, inflection and pronunciation.

b.

Do the opposite to one person and note the response everyday

c.

Report daily to your partner that you are mimicking and the results

3.

Verbal Pacing and leading

Page 119 of 196

The purpose of Pacing and Leading is to soften your approach by first talking about things that you and the client agree upon. How do you cook a frog?

Well, if you throw a frog in boiling water, it will jump out.

This is the same response your clients feel when you start your presentation too strong. Example: To many tie downs presuppositions and embedded commands.

The way you cook a frog is by putting the frog in lukewarm water and slowly turning up the heat until it is cooked.

Verbal pacing and leading does the same thing. You slowly get the client to agree with you more and more until they have cooked themselves. a. Pattern: Pace, pace, pace, then lead Pace, pace, pace, then lead, tie-down Pace then lead.

Close b.

A Pace is something that you both agree upon. (identify some leads)

c.

A lead is what you want them to think. (identify some leads) d.

Using three paces and a lead, two paces and a lead, once pace and a lead and then finally just leads serves a purpose.

1.

It's easier to get agreement on something newafter you've already agreed on something else.

2.

This pattern lulls your prospect into agreement with you completely.

e. The pattern is designed to introduce you to Cause and Effect Language.

"You're on the phone(pace), listening to me speak(pace) about language pattern(pace)... and you can see how powerful they are(lead)."

By stating three things that are obvious, your client's mind gets used to saying "yes" "yes" "yes".

Therefore, the fourth statement which is a lead gets a "yes" as well.

This is very similar to what is called a "yes set" in old school selling.

"Language is something that everyone uses (pace); it's a part of everyday life (pace)... so you can manipulate any situation, with any person (lead)... doesn't that sound great? (tie down)" We turn up the heat by only using two paces (statements we both agree with) and then a much stronger lead with a tie down.

"In fact, because language is natural to everyone (pace)... no one can escape the power that you now have (lead)."

Turn up the heat even more in this third statement with one pace and a very assumptive lead.

Page 120 of 196

"You can now, get any person to do anything you want them to do (lead)... all you have to do is keep practicing this language... isn't this amazing? (lead)" After doing three paces and a lead, two paces and a lead and one pace and a lead you then close hard and strong and it will be easier for the client to accept.

As we sit here, talking about getting your home sold and discussing what it will take... it's only natural for you to start to see why so many people... use me... to get the job done.

In fact, during our conversation... about the price of your home... it will become evident to you that I get people more money for their home than most any other agent... you do want the most money possible right?

And because you want more money... you will find it's easy to... choose me... tonight. In fact, it will be easy for you to... sign the contract... so I can get you what you want... in the time that you want... won't that be great? ** Write one full Pacing and Leading pattern using any topic** 4. a.

Homework Mimic every person's tonality, inflection and pronunciation you come in verbal contact with over the next seven days.

b.

Do the opposite to at least one person a day.

c.

Use pacing and leading write **ONE** paragraph a day in the following categories

1.

Prospecting

2.

Lead follow up

3.

Listing Presentation

4.

Buyer Presentation or Price Reductions

5.

Offers **Total of 5 per day**

d.

Email your group partners your 5 sentences every day for the next five working days

e.

Mail 30-minute tape of your lead follow up this week

f.

Quickly report the following to your partner daily

1.

What is happening because you are mimicking?

2.

What happened when you did the opposite?

3.

Contacts, appointments, listings

Page 121 of 196

4.

Whether you completed your sentences that day

5.

Read them your favorite one.

Page 122 of 196

PERSUASIVE LANGUAGE PATTERNS PART 1

Adverb Pre-Suppositions Luckily

Happily

Simply

Surely

Obviously

Frankly

Certainly

Quickly

Supposedly

Remarkably

Fortunately

Naturally

Consequently

Easily

Definitely

Undoubtedly

PERSUASIVE LANGUAGE PATTERNS PART 2 Embedded Commands Feel good

Get excited

Trust me

Buy now

Do what I say

Believe me

Do it

You like me

Say yes

Sign the contract

Like me

List with me

Price it right

Sell now

Choose me

Act now

Get started

Take action

Hire me

Feel compelled

Feel confident

Agree with me

Feel comfortable

Be honest

Decide tonight

Set an appointment

Come to the office

Make a decision

Do as I say

Send me referrals

Extend the listing

Sell this house

Buy this house

Follow my advice

Reduce the price

Listen to me

Modal Operators Must

Can

May

Try

Intend to

Have to

Suppose to

Able to

Pretend to

Ought to

Decide to

Wish to

Page 123 of 196

Got to

Need to

Let me/Let’s

Want to

Could

Permit

Choose to

Would

Will you

You could

You would

Allow me to

Should

Possible to Allow

Will

Won’t

Page 124 of 196

Language of Sales Lead Gen: 1. You definitely …WANT ME…as your agent for a house purchase in (city).

2. Luckily, I have expert area knowledge and can help you …BUY THE RIGHT HOME…in the best location.

3.Obviously you are going to…CHOOSE ME…as your agent, right?

4.Frankly, working with me…IS THE RIGHT CHOICE…due to my area knowledge, reliability and dedication. That's what you want in an agent, right?

5.Frankly, I am the agent…YOU SHOULD CHOOSE…to sell your property.

6.Naturally, my hard work, area knowledge, and negotiation skills are the reasons my clients…CHOOSE ME…as their agent. You are looking for those qualities in an agent, right?

7.You definitely…NEED ME…as your agent to buy a house in (city).

8.You're simply making the right decision…CHOOSING ME…as your agent.

9.Undoubtedly, I can…SELL YOUR HOME…that's what you want, right?

10.Surely, you're interested in…SELLING YOUR HOUSE…to move to (city), right?

Lead Follow-up: 1.Fortunately, a recent unit…JUST SOLD. It's time to…LIST WITH ME…so we can sell your property, agreed?

2.Frankly, we need to…SET AN APPOINTMENT…to discuss selling your home. That's what you want, right?

3.You and Jose certainly…NEED ME…to…SELL YOUR PROPERTY…wouldn't you agree?

4.Luckily, I reached you. Let's…SET AN APPOINTMENT…for (day) to discuss your options.

5.Certainly, you will…CHOOSE ME…as your agent and we'll get the house sold.

6.Let’s definitely meet so I can show you why you'll…CHOOSE ME…as your agent.

7.Obviously, you've had a difficult time selling. Let's…SET AN APPOINTMENT…so I can show you why you'll…CHOOSE ME…as your agent.

8.Naturally you want to think about selling. When you're ready to …LIST WITH ME… I will bring the necessary paperwork.

9.Undoubtedly you want the best home for the best price, right? When you…CHOOSE ME…that's what you'll get.

Page 125 of 196

10.Luckily I reached you, let's…SET AN APPOINTMENT…to meet and discuss a home purchase.

Page 126 of 196

Listing Appointment: 1.Frankly, when you…CHOOSE ME…to…SELL YOUR HOME…I will get the job done.

2.Obviously our extensive marketing plan allows us to sell…SELL YOUR HOME…quickly when priced right.

3.Let's quickly get your place…LISTED TO SELL…and take advantage of the current market situation.

4.Consequently you'll…CHOOSE ME…to list your house.

5.Naturally my plan to…SELL YOUR HOUSE…will provide the best results for you.

6.Obviously you are skeptical due to your previous experience. You definitely…WANT ME… as your agent to get the most money for your house, right?

7.Let's quickly…LIST YOUR HOUSE…so we can get it sold, do you agree?

8.You will happily…HIRE ME…after I go thru my extensive marketing plan.

9.Obviously you will…LIST WITH ME…after I show you my successful marketing and prospecting plan.

10.Naturally you will…DECIDE TONIGHT…to…SIGN THE AGREEMENT…and get your house sold. That's what you want, agreed?

Price Reductions: 1.Obviously we are not getting the …SHOWINGS NECESSARY… to sell your house. FOLLOW MY ADVICE…and…REDUCE THE PRICE…to get more buyers in.

2.You definitely need to…ACT NOW…and…REDUCE THE PRICE…to get the house sold.

That's what you want, right?

3.Certainly you will…FOLLOW MY ADVICE…as the real estate professional, right?

4.Naturally, you will…DO AS I SAY…to get your house sold, right?

5.Frankly, you…AGREE WITH ME…we need to…REDUCE THE PRICE…to attract more buyers, don't you?

6.Luckily if we…ACT NOW…and…REDUCE THE PRICE…we can capitalize on the low interest rates for buyers.

7.Let's act quickly and…REDUCE THE PRICE…before other homes come on the market. We'll be more attractive to buyers, agreed?

8.Frankly, I want you to…DO AS I SAY…and…REDUCE THE PRICE…so we can…SELL YOUR HOUSE…isn't that what you want?

9.Simply put we need to…REDUCE THE PRICE…to attract more buyers. Don't you agree?

10.You can easily…FOLLOW MY ADVICE…to get this unit sold.

Page 127 of 196

Negotiations: 1.Frankly, the sellers need to…TAKE ACTION…or possibly lose a buyer.

2.Certainly your clients will…SIGN THE CONTRACT…if we agree to a home warranty.

3.Naturally we want a…DECISION TONIGHT…so we can move forward.

4.I will happily…PRESENT TO MY CLIENTS…once your sellers…AGREE AND SIGN…the amendment. Sound good?

5.Frankly, this isn't in my client's…BEST INTEREST…wouldn't you agree?

6.Naturally I am looking to…DO THE RIGHT THING…for my clients. Aren't you?

7.Obviously you should…FEEL COMFORTABLE… before signing the contract.

8.Certainly you should…FEEL CONFIDENT…in your decision to give up xyz, wouldn't you agree?

9.You can easily get your client's unit…SOLD…when you agree to a $5,000 concession. OK? 10.Undoubtedly your client needs to…ACT NOW…or he'll lose the offer. Agreed?

Page 128 of 196

TWO LITTLE WORDS TO CLOSE MORE SALES

BY HARVEY MACKAY If you knew two little words that could improve your sales, you’d use them, wouldn’t you?

When you see your customer has some reservations, it makes sense to get the issues out in the open, doesn’t it?

And after the ink is dry on the deal, you should make every effort to make sure your customer is satisfied, shouldn’t you?

So why all the questions? They illustrate a simple technique – sales tie-downs – that can help you improve your sales process. By getting your customers to agree with you in small steps along the way, you have a better chance of reaching agreement when it’s time to do business.

Sales tie-downs are short questions you add to the statements throughout your presentation to get your prospective customer to start saying yes long before you go for the close. You want to engage your customer and get them used to saying yes.

Too often, sales reps simply regurgitate their presentations and expect to land the sale. It doesn’t work. Prospects tune out because they aren’t engaged in the process. The remedy is to ask little questions along the way and monitor the feedback.

You know what I mean? Are you following me? These are tie-downs. End statements with questions like: Wouldn’t you agree? Is that right?

These questions can be as simple as: Aren’t they?

Can’t you?

Isn’t it?

Shouldn’t it?

Won’t they?

Page 129 of 196

Tie-downs have to become a natural part of your conversations before you can use them in your sales presentations. Be aware of your tone so the questions don’t sound threatening or argumentative.

Practice tie-downs on our spouse or friends. Have some fun using them in roleplaying exercises with other sales professionals. That will help you develop a rhythm that will include enough – but not too many – tie-down questions.

There’s another benefit to tie-downs as well: They keep you in control and confirm that your customers understand what you are saying during your sales presentation, and that it’s okay to continue.

You don’t need a big close, as many sales reps believe. You risk losing your customer when you save all the good stuff for the end. Keep the customer actively involved throughout your presentation, and watch your results improve.

Now let me ask you again. If you knew two little words that could improve your sales, you’d use them, wouldn’t you? I think you know the answer.

Page 130 of 196

TIE-DOWNS Does that make sense? Do you agree with that?

Do you see the value in that?

I’m sure you can see how that would work for you, right? That’s powerful, isn’t it?

Do we have an agreement?

You feel that way, too, don’t you?

Does this help?

Wouldn’t you?

And who wouldn’t want that? Isn’t that right?

Are you with me?

You’d have to agree with that, wouldn’t you?

Make sense?

Do you see what I mean?

That’s what you want to hear, isn’t it?

Understand?

You’re with me on this, right?

I can’t think of a better way, can you?

Right?

Good solution, right?

Agreed?

Sound reasonable?

Got it?

You would, wouldn’t you?

Page 131 of 196

Overcoming Sales Objections with Feel, Felt, Found Don’t resist when your prospect objects. Don’t let them get the best of you but agree with them!

This may seem very strange because it is not what you will instinctively want to do. You will want to convince them that their objection is not valid.

When someone objects, your first temptation is to resist the objection. That is the beauty of the feel, felt, found technique; it uses the prospect’s objection to your advantage.

When someone raises an objection, let’s say about the price, show empathy and agree!

An objection initially divides you and your customer. The goal is to eliminate the divide, and resistance keeps you divided and on opposite sides.

Here’s how you do it –

Feel, Felt Found “Feel, Felt, Found” is the most simple and effective framework for handling objections.

Here’s how it works:

FEEL Express empathy—truly. Don’t fake it.

Put yourselves in their shoes and try to understand where they are coming from, and then express that WITH EMPATHY. “You know, if I were in your shoes, I would have the same concern…”

“It makes perfect sense to me that you want the best value for your money…”

You are taking away the resistance. Empathy instantly begins to drop the barriers.

FELT Next, explain that you, or your clients, have felt that way in the same situation.

“Many of our clients in similar situations, had that concern as well… “I used to feel that way when I was in a similar situation…”

This helps your prospect realize that their problem isn’t unique to them and opens their mind to the possibilities of solutions already learned by others.

Page 132 of 196

FOUND Now explain what they discovered (found) that made the difference and made them adopt your solution anyway.

“What they found was that what looked like a large investment at first turned into a small monthly payment…” “What I found was that…”

This is the final non-resistance move and lays the groundwork for turning the tables around and moving back into a productive problem-solving discussion.

Page 133 of 196

ASK PERMISSION TO EXPLAIN Finally, ask permission to push back. “Would it be helpful to explore some of the things I’ve learned working with other prospects in similar situations that might be helpful?”

PUTTING IT ALL TOGETHER Objection: The price is too high.

Feel: “I understand where you’re coming from. If I were in your shoes, I would want to make sure I got the most value for every dollar spent.

Felt: “I have many clients who were initially concerned about the price as well. A home, regardless of price, is a significant investment. You are not alone in feeling this way!”

Found: “What they found is that considering the cost over the time that they would be in the home made it easier to understand the value. After all you want to be happy with your decision long term, don’t you?”

Permission: “Would you mind if I take a few minutes to explain how this worked for them and see if that might be something that could work for you?” “We can look at the additional cost and determine how much it will impact your monthly payments.”

Tips to Remember The key to effectively using this technique is to be sincere. And the only way to be sincere is if you truly believe you don’t have to have the deal and put yourself in their shoes! You are there to help them solve a problem, not to get the deal. If you solve their problem, they will buy. Using Feel, Felt, Found, minimize the objection and help you move to a more collaborative discussion to build the right value.

Page 134 of 196

HOW TO BUILD RAPPORT WITH ANYONE IN 60 SECONDS OR LESS 1.

Speak at their pace.

2.

Use their words.

3.

Sound similar to their tone and volume.

4.

Match prospect’s physiology.

5.

Listen with your eyes and your ears.

BE AUTHENTIC. NO TRUE RELATIONSHIP CAN EXIST WHERE THE FEAT OF THE CONSEQUENCE OF THE TRUTH EXISTS.

Page 135 of 196

5-10 BUILDERS SCRIPT TO CLOSE FOR BUYER APPOINTMENT Intro to Script Thought Process This script can be used loosely once it is mastered and can be used on seller’s as well as buyers. It simply helped me book many NURTURE appointments that were converted in 3-24 months of the meeting. You have to get face to face and friend people, it is a relationship game. The consumer has to like you, feel they can trust you, you’re the market expert, and a strong negotiator.

If the consumer says no to meeting on your first attempt to close, this can also be the response to them saying no. If the consumer says no a second time, tell a story around how this initial meeting to go look at the different builders and floor plans ended up saving your client so much time and ended up getting a better deal because of it....

Remember, people connect and relate to stories. It is one of the easiest ways to get the appointment after you hear NO 2 times to a close…

Script (Consumer), Options of intro: •I have been thinking about you •Have you seen the homes in XXX subdivision? That’s the same builder…

•We met at an open house recently and I was thinking about you •and …

Are you aware that there were only 5 -10 Builders that built the majority of the homes in the area you are looking?

No… What I'd like to do is go out and show you 3-5 homes that best fit your needs that are in your criteria, that are different builders and different floor plans. I know them all very well and once I get you out in the field to look at some of them, it will help enable me to work full time for you from that moment on to find you the right home when the time is right for you...

No… Mr. Consumer, your busy right? You have 2 kids… doctor… (use FORD). This is what I do full time for a career so once we meet it will enable me to get to work full time for you!

You do want to get the best deal right?

If no again… Mr. Consumer, wouldn’t you agree the good deals go quickly? Yeah… So there is no clear strategic way of Page 136 of 196

knowing what that good deal looks like for you. So… what’s best for you today or tomorrow...

Great! One of the things that my clients have found very valuable when we look back on the process after I've handed them the keys to their home was when we took that initial time on the front end to go out to look at all the different builders and floor plans. It really maximized our collective time.

(Consumer), I want to thank you for your time, naturally after our meeting you should feel comfortable with the process and I know we will find you the right home when the time is right for you and your family. I will see you at (time) at my office and will follow up with you (day and time) to confirm our appointment. Have a great day!

Page 137 of 196

FORD Family Occupation Recreation Dreams These questions work well because they stimulate the Reticular Activating System (RAS). The RAS works as a filter, screening out information that is not of value to you right now and letting through anything that is important. When you ask someone to focus on a goal or an image (as these questions do), the person puts themselves in that place mentally. Awareness around this goal or image is heightened and the RAS lets in more information around the topic. Once you get them thinking, they may suddenly remember someone who has a need to move. The questions work by planting a seed.

FAMILY Are you married?

How are your parents?

Is there anyone else in your family moving soon? How is the family?

Have you thought about when (child’s name) goes away to school? Bring up the idea of downsizing or buying a condo for the child. Have you thought about starting a family?

How old are your kids?

Do your parents need a vacation home? What schools do your kids attend?

How do you like the schools in your area?

Do you have other family that lives around here?

OCCUPATION How are things at work?

How long have you worked there?

How’s the market?

What did you do before you worked there?

Were you transferred out here?

How much time are you putting in there lately?

Page 138 of 196

Are you busy at work?

How business?

What do you do exactly?

Anyone you know at work leaving the company?

Are you hiring anyone new right now?

Does the company have any plans to expand?

Page 139 of 196

RECREATION What are you doing for fun?

Been ___________? (Skiing? Golfing? Diving? Playing bridge?)

What’s your favorite restaurant?

Are you a member of a health club? Are you member of any clubs?

Have you been up to _________ lately? (mountains? Beach? Desert?) What did you do this weekend?

Do you have any great vacation plans this year? How was your trip?

What did you do for your birthday?

Are your kids playing ______? (Soccer? Baseball? Basketball? Football?)

DREAMS When do you plan on retiring?

Where are your kids going to college?

What do you want to be doing in 5 years? 10 years?

Have you considered investing in real estate?

How do you plan on obtaining financial freedom?

What would you do if you won the lottery?

If you could live anywhere – where would that be?

If you could have any dream job – what would that be?

What are your dreams for your kids?

Page 140 of 196

OPEN HOUSE: WELCOME Welcome! …. Please come in. I’m ______________ with Team Driven Real Estate at Keller Williams Realty. What’s your name? Nice to meet you, _____________.

Are you folks familiar with the floor plans in this community.

The sellers have asked everyone to sign in… for protection purposes… would you sign in please? … Come on in and take a look around…

OPEN HOUSE: VISITORS How long have you been looking for a home? How are you searching for properties now? Have you seen any properties you liked?

Are you also looking in other areas?

If you found the perfect home, how soon would you like to move in?

What’s your price range? Good for you!

Have you spoken with a lender and been pre-approved?

(Names), I know of a few additional homes that are (coming to market/pocket listings/on the market) … Would you like to see one of them?

When is the best time for you to see a property?

Great! Let’s get together on ___________ at ____________.

Before we meet … I have a terrific lender, All Western Mortgage, and they offer our clients terrific rates since they’re our preferred lender. Plus, they have absolutely zero lender fees. Would you like to get a second opinion on your borrowing options?

What’s the best phone number and email for you?

OPEN HOUSE: VISITORS from the neighborhood How long have you lived in the neighborhood? Good for you!

If you were to sell your home… where would you move to? Terrific!

How soon would you like to be there? Great! Tell me more about that.

Page 141 of 196

So, what’s causing you to move to ____________? Interesting!

Do you have a plan “B” … in case that doesn’t work out?

Why don’t we schedule an appointment? … so I can show you what myself and my company can do to make this move good for you… Which is better for you, ____________ or would __________ be better?

OPEN HOUSE: FEEDBACK SCRIPT Below is a question that moves the visitor to the bottom line immediately. Many agents find that this question qualifies the visitor and encourages them to make a decision. It is critical to ask this question so that you can go to the next step of setting an appointment to see other homes or write up an offer on this one.

“My goal at an open house is to get the next appointment.”

AGENT: What did you think? Can you see yourself living in this house?

CUSTOMER: No. AGENT: [Ask for an appointment.]

AGENT: Has anyone taken the time to do a private buyer’s consultation with you?

CUSTOMER: No. AGENT: We are trained at Keller Williams Realty to be real estate consultants. This means that we take a systematic approach to helping you find your new home. I’d be happy to sit down with you in my office to do a private consultation to help you determine your wants and needs.

What do you think?

CUSTOMER: We’re not really quite ready to start looking at homes. We’re just starting to think about it.

AGENT: Our consultation will clarify what you want in a home so you can focus in the neighborhoods that meet your needs.

CUSTOMER: No, let’s wait to meet together.

AGENT: Okay. I have a free service that automatically emails you with properties that meet your requirements. Would you like to receive emails of properties in specific areas you select?

Page 142 of 196

CUSTOMER: Sure, that would be fine.

AGENT: Great, would you put your email address down here, and I will email you properties. Here is my business card.

Page 143 of 196

OPEN HOUSE LEAD FOLLOW-UP HANDWRITTEN NOTE Dear (first name), It was a pleasure meeting you today at (property address). Did you have enough time to explore the home? If you’d like to see it privately, feel free to call me at (your number) or send me an email and we’ll set up an appointment that fits into your schedule.

If you have additional questions about the home, I’ll be happy to answer them. Based on our conversation, I think you might be interested in a few of our other listings as well.

I’d also like to invite you to tour (a link to a listing that is very similar to the one they visited) with me if the home you visited (today/yesterday/last weekend) wasn’t the perfect fit for your family. Or, tell me what you’re looking for—I’ll be happy to use my extensive connections and experience to find your dream home.

Again, I appreciate you taking the time to stop in and view the home on (street name). I look forward to helping (you/your family) find your next home.

All the best, (Your name and designations) Team Driven Real Estate (Your email) (Your phone number) PHONE CALL “I hope you enjoyed looking at open houses last weekend…I know you realize not all the homes you may be interested in are “Open.” So, I just wanted to let you know I’d be happy to schedule some private showings for you this weekend. I’m available Saturday from 1 to 4. Does that work with your schedule? Just call me back at 555-555-5555 to let me know!”

Page 144 of 196

THE MEGA OPEN HOUSE HOW TO START • Pick a date to give yourself enough time to set things up properly • Pick a great partner • Lunch or wine/cheese • Get your marketing together (see below) SAMPLE MARKETING PLAN MONDAY TUESDAY them post it!)

WEDNESDAY circle THURSDAY area FRIDAY - SUNDAY

Record a video invite Email your video to your database Post this video on the seller’s Facebook page (or have To get the word out, send invitations by door knocking and prospecting Door knock or mail to expired listings and FSBO’s in the It’s GO Time

Put out 25 - 35 signs Promote again on Social Media Food, appetizers, drinks, etc.

FOLLOW UP Schedule Report leads to openhouseleads@teamdrivenrealestate.com same day!

45 minutes for follow up Sending video texts or personal notes SAMPLE DIALOGUE TO INVITE NEIGHBORS TO YOUR OPEN HOUSE Hello ... my name is (name) w/ TEAM DRIVEN REAL ESTATE ... and ... I will be hosting a special open house at (location) on (day) from (1 to 4) ... did you know this home was for sale? (hand them a flyer/invite) 1. I promised the seller I would get the word out in the neighborhood... and I was curious ... who do you know ... that might want to live in our area?

Page 145 of 196

2.

Wonderful ... again ... It’s this (day and time) ... feel free to stop by ... I’d love to show you the home ...

3.

By the way ... if you were to sell when would that be? - Transition to financial analysis script

DIALOGUE FOR BUYERS/SELLERS 1. Hi, my name is (name) w/ TEAM DRIVEN REAL ESTATE, welcome to our open house! Are you folks familiar w/ the builder and specific floor plans in this community?

2.

What is your name? (Wonderful)

3.

(Name) ... how did you find out about my open house? (Excellent)

4.

What kind of home are you looking for? (Fantastic)

5.

Who has been helping you with your home search? (Super)

6.

What areas have you been looking at? (Great)

7.

What homes have you seen that you like? (Terrific)

8.

What prevented you from making an offer? (Wonderful)

9.

What’s your price range? (Excellent)

10.

What’s the name of your lender? (Great)

11.

How much have you been approved for? (Fantastic)

AFTER THE EVENT IS OVER Follow up with people who signed in to your open house.

Consider sending them a personalized video, text and/or personal note. Schedule 45 minutes to an hour immediately after the open house to follow up while the details are fresh.

Page 146 of 196

OPEN HOUSE: NEIGHBORHOOD DOOR KNOCK Hello… my name is (name) with Team Driven Real Estate at Keller Williams Realty… and I will be hosting a special open house at (location) on (day) from (time)…

Did you know this home was for sale? (hand them a flyer/invite) I promised the seller I would get the word out in the neighborhood… and I was curious… who do you know… that might want to live in our area?

Wonderful… again… It’s this (day) from (time)… feel free to stop by… I’d love to show you the home…

By the way… have you ever considered selling your home?

Page 147 of 196

Semi-Annual Financial Analysis As being a homeowner myself, I'm always curious on what my home's worth.

I'm sure you are too, right? I mean, it's our largest financial investment that we generally make.

So, what we offer out is a semi-annual financial analysis on your home. You get the same thing on any of your investments, right?

You get a performance on how that investment is doing….

[If I don’t have their email] → So what is the best email address to send it to? And… the address of your property?

[If I have their email address] → So, we'd like to send that to you semi-annually. I have your email address here as ….

123@gmail.com, is that correct?

Ok Great! And what is the address of the property? Ok, beautiful!

Before I let you go, do you have any other homes that you would like this analysis ran on? Ok great! Hey, thank you for your time and have a fantastic day!

Page 148 of 196

BUYER JUST BOUGHT A HOME Congratulations!

I'm so excited for you!

Being a homeowner myself, I'm always curious on what my home's worth. I'm sure you are too, right?

I mean, it's our largest financial investment that we generally make….

So, what we offer out is an annual financial analysis on your home. You get the same thing on any of your investments, right? You get a performance on how that investment is doing. So, we'd like to send that to you annually.

I have your email address here as 123@gmail.com, is that correct?

Ok Great!

And what is the address of the property?

Ok, fantastic!

What we're gonna do is send this to you a couple times a year or at minimum once a year so that you can have an analysis on what's going on with your home.

Before I let you go, do you have any other homes that you would like this analysis ran on?

Ok great!

Hey, thank you for your time and congratulations on your new home and you have a fantastic day!

Page 149 of 196

ARCHIVE LEAD AND RE-ACTIVATING Name or (if no name say hello), This is (name) w/ Team Driven Real Estate at Keller Williams Realty you inquired a little while ago with some interest in real estate in Nevada and this is a follow up call, courtesy call, etc...

Do you have any questions about the current real estate market or if you have any real estate goals that I should be helping you with in the next 12 months?

Potential Objections Who are you? why are you calling? how did you get my number? I never inquired…

•

no problem, again this is a touch base call we wanted to make sure we were here to help if you had any real estate needs…

•

If there were a time in the future that you may be interested in buying or selling when would that be?

•

I am just curious… What has to happen between now and then…

Reaffirm what they say by repeating it before rolling into the next response

We already bought or sold… congrats! That’s awesome… So do you currently own a home in Nevada?

•Use the financial analysis script and if they say no….

•no problem I can appreciate (respect that), if there were a time in the future that I should check back in when would that be? And… I am just curious why then?

We are interested in buying or selling!!!

•Great and we look forward to helping you in this process….

•Seller -- get address, tell me about some of the special features of your home so I can have my listing specialist be best prepared when they call you back…. -- (use listing pre-qual script here) •Buyer -- tell me more about what your ideal home would be? price, area, bedrooms, garages, baths, pool, size….. This is great the information you are giving me is letting me know which agent on our team will be the best fit to help you…. you see we have a team of specialists that all live in and specialize in different areas of the valley.

NOTE -- this lead follow up to re-activate a lead will require a 10 voicemail sequence follow up so review this script. You have to call the lead 10 times! 80% of the deals happen between the 5th and 12th attempt calling!

Page 150 of 196

DOOR KNOCKING Hello… I’m (name) from Team Driven Real Estate at Keller Williams Realty. How are you today?

I’d like to introduce myself. You’ll see me from time-to-time however if you have any questions regarding real estate, please feel free to contact me.

Here is a neighborhood update for you.

[YOU CAN STOP HERE OR…] I’m curious… how long have you lived here? That’s wonderful!

How did you pick this neighborhood? That’s awesome!

Where did you move from? Interesting!

If you could live anywhere else… where would that be? Wow! When would you like to be there? Great!

I would love to hear more about your next move? Are you available to meet today or (day)? Perfect!

Page 151 of 196

LEAD SCRIPT You can use the script for most leads you speak with by modifying your opening: 1.

If you sell your home… where are you going to move to? (x) Terrific!

2.

How soon would you like to be there? (x) Great! Expand/Get Specific! Tell me about that…

3.

So, what’s causing you to move to (x)? Tell me more about that.

4.

Who’s involved in the process of (x)? How does (x) feel about (y)?

5.

What has to happen in order for you to (x)?

6.

Do you have a plan “B” … in case this doesn’t work out?

7.

Let’s go ahead and set an appointment… which is better for you… mornings or afternoons?

How about ____ or ____?

“Hi, I’m (Agent), and I knew you wouldn’t come to the office to meet me so I came out to meet you. I’m doing a quick survey, do you have two minutes to help me? (No pause.) What brought you to choose this area to live? How long have you lived here?

Who do you know in the neighborhood who is thinking of selling their house?” (Response)

If they gave you a name, say… “Great, would you mind if I used your name when I contact them?”

If they said “no one,” say… “Well, thank you for taking a moment to think about that. Do you know anyone from church or work who would like to buy in this area if there is a home for sale?

When there was a for sale sign nearby, say… “There’s a home for sale in our neighborhood.

When I find a buyer, what are some things you like about the neighborhood that I can tell people who are interested?”

As a closing question… “If you were to move, where would you go next? When would that be?”

Page 152 of 196

FSBO Process and Scripting On the first call, you have 3 objectives in mind: 1. Obviously, is to SET A LEGITIMATE LISTING APPOINTMENT. When you ask when they will list the home, you want them to say they are ready now. This will probably not happen often but if you call enough FSBOs, it will happen.

It is important to set this as your intention on every call you make to a FSBO. 2. SET A PREVIEW APPOINTMENT. A preview is simply when you go out to take a look at the home and meet with the seller for a few minutes. (There are certain parameters a FSBO must meet before you want to preview their home which will be discussed shortly).

3. Decide if you ever want to call them back. If the seller is rude and you feel you would never want to work with them, throw them away. You are in control. Also, if you determine they absolutely have an agent they would list with, dump them.

WHAT TO SAY TO GET THE PREVIEW APPOINTMENT •“Are you cooperating with agents on the sale?”

•If they say “what do you mean?” respond with “If I bring you a buyer and you net the money you want, will you pay me a commission?”

WHAT TO SAY ON THE PREVIEW APPOINTMENT Your main objective at the home is to build good rapport and to really dig into their motivation.

The meeting should only take 5-10 minutes. Thank them for having you over. Acknowledge the fact that they have received lots of calls from agents and that you really appreciate that they asked you to come over. Ask them for a quick tour of the home. As they are pointing out the drapes and carpet, re-ask all the qualifying questions. You will find that in person you will get much more truthful answers. You are now in their home and not just a telemarketing stranger.

This is when 30 days on their own turns into a week or so before they’ll list.

A FEW CRITICAL QUESTIONS TO ASK: •“Realistically, how long will you try to sell this on your own before you will list?”

•Use drama when asking this one. “Mrs. Seller ... you mentioned on the phone you’d try for 30 days. Clearly you want to move to San Fran right away ... you’ve got a couple kids ... a husband ... a full-time job ... I mean selling on your own is a full-time job in itself! Based on all that ... realistically, how long will you try to sell this on your own?”

THE CLINCHER: “I really appreciate you having me over. My intention was to just look at the home. Now that I am here, I have to say I am 100% confident I can sell it. If I can sell your home for the price you want, in the time frame that you need, and do all the work for you (or say eliminate all the hassle), would you consider listing this home with me this week?”

Page 153 of 196

This question is critical to ask before you leave. It will typically elicit one of 3 responses. If they say YES, set the appointment to come back for a listing presentation. More often, they will say “I don’t think you can get me the price I want if you add on your commission.” This is a great answer to get!

Simply say: “I am not sure I can either. Let me go do my research now that I’ve seen the home. Let’s get back together tomorrow at 5pm for 15 minutes to see if the numbers work.”

WHAT TO DO AFTER THE PREVIEW •Massive lead follow-up is now essential.

•If they are going to list within one week, you should call them every single work day and ask for the listing. If they are more than a week away, call at least 2-3 times per week.

•You do not want anyone falling through the cracks so call them often you cannot over call them.

•The follow-up calls are easy because now they know you you have completely separated yourself from your competition.

•You can also consider sending postcards (in addition to calling) your FSBO leads. Be aggressive and make sure you have them on our weekly 9x9 postcard series!

•The closer you follow it, the more listings you will take.

APPOINTMENT SETTING DIALOGUE Hi, I’m looking for the owner of the home for sale. This is (name) with (company). As an area specialist, my goal is to know about all the homes for sale in the marketplace for the buyers I’m working with.

Do you mind if I ask you a few questions about your property? Excellent!

1.

I know the ad online said it had (#) bedrooms and (#) baths,

•

Are the rooms a good size?

•

How is the kitchen?

•

Have the bathrooms been remodeled?

•

Would you tell me about the yard?

•

Tell me about your neighborhood: do you feel it’s nice for raising a family?

•

Is there anything else that is important to know?

2.

3.

Sounds like you have a great home, why are you selling? (Great) If you sold this home ... where are you moving? (That’s exciting.)

Page 154 of 196

4.

How did you decide on that area? (Fantastic) 5. Who did you want to sell your home to: a friend, neighbor or a relative? (Interesting)

6.

How much is the new house you are buying? (Good for you)

7.

So, do you have to sell this home first to close on the new one? (Wonderful)

8.

What is your time frame? Okay …

9.

How did you determine your sales price? (Got it.)

10.

11.

12.

You know, with as many homes as are on the market right now, what are you doing differently to market yours? What else?

Why are you selling yourself ... rather than using a professional agent? (Interesting) If there was an advantage to …use me…to market your home, would you consider it?

(Terrific) Normally at this point…I would say…let’s get together for 20 minutes or so…so we can discuss how we can help you achieve your goal. Which would be better for you?

I’d like to have some information delivered before we meet ... where should I email it to?

I look forward to meeting with you on (___), thanks again and have a great day!

FOUR TYPES OF BUYERS DIALOGUE

1.

Just out of curiosity how many calls did you receive last week?

2.

How many of those were from Realtors?

3.

That leaves ___ potential buyers.

4.

Out of ___ how many came to see your home?

5.

Out of the ones that came to see your home how many gave you an offer?

6.

Do you know why they didn’t give you an offer?

7.

There are 4 types of buyers …

Page 155 of 196

8. The first are serious and in a hurry they may be relocating from another city and have 3 days to find and buy the right home. Or they may be someone who’s home sold last night and today they need to find their replacement home.

9. Because they are in a hurry do you think they will be with a Realtor or do you think they are reading every ad in the paper looking for FSBOs? 10. Realtors have 97% of all the homes on the market listed with them and only 3% are FSBOs so ... the more you think about it, the more it makes sense that the serious and in a hurry buyers work with a Realtor ... does that make sense?

11. The second type are serious but not in a hurry ... they may be a first time buyer ... proceeding cautiously ... wanting someone to hold their hand ... or ... they may be looking for that perfect home ... Did you know that last year the average buyer looked at 54 homes before making a decision?

12.

Naturally these people want a Realtor to help them, to guide them and make them feel secure ... can you see that?

13. The third type you may have encountered ... they are investors or bargain hunters ... preying on FSBOs that are in a hurry to sell at a discount. What’s the only thing they are looking for?

14. And of course the 4th type can’t afford to buy ... and they will never buy ... because they are just looking ... We call them looky-loo’s.

15.

In fact Realtors don’t put them in their cars because they can’t afford to buy and are not qualified to buy.

16. So you can see Mr. & Mrs. FSBO if Realtors have 97% of all the properties that are on the market it only proves that the serious buyers are going to work with a Realtor and what kind does that leave for you?

17.

The investors, bargain hunters and the looky-loo’s. Right?

Page 156 of 196

OBJECTION HANDLERS “We want to try selling it ourselves.”

I totally understand the thought of trying to get a home sold yourself ... I mean, let’s face it ... saving that commission can mean some good money in your pocket ... right? (Right) So I’m curious, are you familiar with the difference between passive and active marketing? (No) Real quick ... Passive marketing is basically sitting around doing nothing like, holding open houses, sending out flyers or advertising in the newspaper ... Were you thinking about doing any of these things? (Yeah) I was afraid of that! These methods only work about 25% of the time! Yet, agents sell this concept as if this was the answer to all your problems ... right? (Right) Which then makes you think well, what’s so hard about that ... I could do that ... right? (Right) The problem is ... this doesn’t get a home sold anymore ...53 Do you understand now what I mean by passive ... sitting around with your fingers crossed ... waiting for the buyer?

Active Marketing, on the other hand, is literally getting on the phone every single day and personally contacting as many people as I can 25, 50, even 100 a day. The key is ... asking them if they would like to buy your home, if they know someone who would like to buy your home, or if they would like to sell their home.

Do you know why I ask if they would like to sell their home? Because the more signs I have the more buyer’s calls I get to show your home ... Does that make sense?

Now ... Which way passive or active do you believe will get your home sold? And you understand that I am doing active marketing on you as we speak, right?

So, how many people do you think you could call a day to try and get your home sold ... and by the way have you ever done telephone soliciting before?

[ALTERNATIVE] You can try it. Lots of people do. It is like going to Las Vegas. Millions of people go, and every now and then someone hits the jackpot, but the vast majority of people lose money or Las Vegas wouldn’t be there.

Page 157 of 196

Every now and then a seller hits the jackpot, but the vast majority needs a realtor or the real estate industry wouldn’t be here.

[ALTERNATIVE] Let’s talk, okay? John, you are an attorney and try cases in court daily. I can’t imagine walking in and trying the case myself. I am a professional real estate agent. I know what I am doing. I am here to release you from the extra stress. I have a record 98.8% full contracts. I earn my commission. I bring you top dollar. I close the deal.

Page 158 of 196

THE FSBO SCRIPT Hi, this is _____________ with TEAM DRIVEN REAL ESTATE, and I’m calling about the home for sale… is this the owner? I’m doing a survey of all the FSBOs in the area and I was wondering…

1.

If you sold this home ... Where would you go next? (L.A.) That’s exciting!

2.

How soon do you have to be there? (three months) Fantastic!

3.

How would you rate your motivation to move…. On a scale of one to ten? (5) Good for you!

4.

What methods are you using for marketing your home? (sign and ads) That’s great!

5.

How did you determine your sales price? (other agents) Fantastic!

6.

Are you prepared to adjust your price down when working with a buyer? (within reason) Terrific!

7.

Why did you decide to sell yourself? … rather than list with a real estate agent? (save the commission) Great!

8.

If you were to list … which agent would you list with? (none in mind) Fantastic! OR … How did you happen to pick that agent? (response) Terrific!

9.

If you were to list … what would you expect the agent to do … to get your home sold? (response) That’s great!

10.

How much time will you take … before you consider … interviewing the right agent for the job of selling your home? (response) Excellent!

11.

What has to happen … before you will consider … hiring a powerful agent like myself … for the job of selling your home? (response) Perfect!

12.

Are you familiar with the techniques I use to sell homes? (response) You’re kidding!

13.

What would be the best time to show you … ____ or ____?

Page 159 of 196

FSBO PHONE #1 Hi, I’m looking for the owner of the home for sale.

This is (name) with Team Driven Real Estate at Keller Williams Realty. As an area specialist, my goal is to know about all the homes for sale in the marketplace for the buyers I’m working with. Do you mind if I ask you a few questions about your property? Excellent!

I know the ad in the paper said it had (#) bedrooms and (#) baths, •

Are the rooms a good size?

•

How is the kitchen?

•

Have the bathrooms been remodeled?

•

Would you tell me about the yard?

•

Tell me about your neighborhood: do you feel it’s nice for raising a family?

•

Is there anything else that is important to know?

Sounds like you have a great home, why are you selling? Great!

Where are you moving? Terrific!

How did you decide on that area? Fantastic!

Who do you want to sell your home to? a friend, neighbor, or a relative? Great!

How much is the new house you’re buying? Good for you!

So, do you have to sell this home first to close on the new one? Great!

What is your time frame? Okay…

How did you determine your sales price? Got it.

You know, with as many homes as are on the market right now, what are you doing differently to market yours? What else?

Page 160 of 196

FSBO PHONE #2 Hi, I’m calling about the ad in the paper: you sound like the owner.

Great, (name), this is (name) representing Team Driven Real Estate at Keller Williams Realty. I know you have the home up for sale by owner, and I understand you’re trying to sell the home yourself, so I won’t take up much of your time.

I was wondering… are you cooperating with real estate agents?

Where specifically is the property located? [GET ADDRESS] What subdivision is that in? Terrific!

Could you describe the landscaping? Sounds great!

How would you rate the interior? Average, above average, or needs improvement? Excellent!

Wow, this home sounds great… why would you even want to sell it? Good for you!

If you sold this home, where would you go next? That’s exciting!

How soon do you have to be there? Really?!

How long have you owned this home? Good for you!

Not that the price is too high or too low; however, I’m curious… how did you determine the sales price? Wonderful!

Why did you decide to sell yourself rather than hire a powerful agent… like (name) for the job of selling the home?

Excellent!

What time frame have you given yourself before you will interview a powerful agent, like me, (name) at Team Driven Real Estate, for the job of selling your home? Wonderful!

Page 161 of 196

[IF THEY SAY NEVER] What has to happen... Before you’ll consider… hiring a powerful agent, like me, for the job of selling your home? I see.

Page 162 of 196

FSBO PHONE #3 Hi, I’m calling about the ad in the paper: you sound like the owner?

Great (name), this is (name) representing Team Driven Real Estate at Keller Williams Realty, I just want you to know up front that I’m a Real Estate Agent, okay? By the way, compliment the area.

Now, you’re selling your home yourself without an agent, right? Wonderful!

What time frame have you given yourself before you would consider listing and selling through a real estate agent?

Specifically, where is the property located? Get the address.

What type of landscaping do you have on the property? Great!

How would you rate the interior? Average, above average, or needs improvement? Interesting.

WOW… This home sounds great! Why would you even want to sell it? Really?!

How soon do you have to be out of there? I understand.

So… how long have you owned this home? Wow! Are you prepared to adjust your price down when working with a buyer? Great!

Why did you decide to sell yourself, rather than hire a powerful agent like me for the job of selling your home?

What time frame have you given yourself before you interview an agent like me, for the job of selling your home?

[IF THEY SAY NEVER]

Page 163 of 196

What has to happen before you will consider hiring a powerful agent like me, (name) at Team Driven Real Estate at Keller Williams Realty for the job of selling your home? Perfect!

This sounds great. Since you’re selling a home in the (area name) area and I sell a lot of homes here, you should invite me over so I can see your home. This way I could describe it to a potential buyer, does that make sense? Doesn’t that make sense?

Page 164 of 196

EXPIRED SCRIPTS DIALOGUE #1 Hi ... I am looking for ______. This is _____ with _____. I noticed your home was no longer on the market. I was calling to see ... do you still want to sell it?

[If it is clear they are getting lots of calls, use these effective lines] •Are you just taking your home off the market?

•Are you getting a lot of calls?

•These agents are like rats coming out of the woodwork...aren’t they?

•Can you imagine if you had to work with these people every day like I do?

1.

If you ... sold this home ... where would you be going to next?

2.

What is your time frame to be moved? (Ouch)

3.

Why do you think your home did not sell? (Really)

4.

How did you pick the last agent? (That obviously didn’t qualify them to sell your home)

5.

Has anyone told you exactly why your home did not sell? (Great)

6.

The only reason a home does not sell in today’s market is because of exposure ... did you know that?

7. If I can show you how to upgrade your exposure to the market and get your home sold ... would that be of interest to you? Perfect!

8.

Let’s meet for 15-20 minutes so you can see exactly what it will take to ... sell your home.

9.

What would be better for you __________or ________?

Page 165 of 196

DIALOGUE #2 Hi, I’m _______________(Name) with ______________(Company). I’m sure you know your home came up today as an expired listing ... and I was curious ... if I wrote an all cash, great terms offer today... where would you be moving to?

Is that something you’d still like to do?

1. I’ve discovered there’s only 3 reasons a great home like yours doesn’t sell ...

•

The Marketing and Exposure on the home wasn’t enough to attract the buyers and agents in the area.

•

The home didn’t show well or capture the buyer’s emotions ... or

•

The pricing strategy ... I’m curious ... There are 2 ways to price …

✓ ✓

2.

High for negotiations Fair Market Price to create a potential bidding war

Which did your agent recommend?

3. Bottom line ... is if I can market it properly and sell your home in the next 30 days, would it be worth it for us to sit down and explore it?

4.

What would be better for you ___________ or _____________?

DIALOGUE #3 Hi ... I am looking for (name). This is (name) with (company). I noticed your home was no longer posted online ... and I was calling to see ... is it on ... or off the market?

•Are you taking your home off the market?

•Are you getting a lot of calls?

•You may be asking yourself ... where were these agents when my home was on the market, right?

1.

If you had ... sold this home ... where were you moving to?

2.

If I brought you an all cash buyer, close in 30 days, where would you like to move to?

3.

What was your original time frame to sell and be moved? Ouch!/Really?

4.

Why do you think your home did not sell? Really?

5.

How did you pick the last agent you listed with?

Page 166 of 196

6.

7.

Knowing what you now know ... what will you expect from the next agent you choose?

What type of feedback did you get from the people who saw your home? Tell me more about that.

Page 167 of 196

OBJECTION HANDLERS “We’re taking the home off the market.”

I hear what you’re saying ... and if yesterday I brought you an offer you liked ... you were moving right?

Let’s just meet for 15 minutes ... when you see my aggressive proven plan ... if it makes sense ... we sell ... and if it doesn’t, it was just 15 minutes ... sound good?

“We’ve already chosen another agent/friend in the business.”

I can appreciate that ... have you signed an agreement with them?

(IF NO) Let me ask you a question ... after (x) months on the market and knowing what you NOW know ... wouldn’t it be worth just 15 minutes to hear a different opinion ... And a new fresh approach?

It will only take me 15 minutes ... are you free this afternoon?

I can appreciate that ... and let me ask you a question ... If i could sell your home in the next 30 days ... and save you time ... would it be worth just 15 minutes to hear exactly how I can do it?

I hear you and actually at TEAM DRIVEN REAL ESTATE here in Las Vegas we sell 20 times more homes than our competition ... would it be worth just 15 minutes to hear exactly how we can do it with your home?

That’s a great question ... I was busy fulfilling the promises I made to my sellers to show, market and sell their homes ... I didn’t even know your home was on the market until today when the agreement expired ... scary huh?

That’s exactly why we should get together ... I specialize in selling homes other agents didn’t ... and have a 19-point marketing plan I know you’ll be impressed with ... what time can we get together to go over it?

“We’re going to try it on our own for a while.”

I can appreciate that… and let me ask you a question… If I could sell your home in the next 30 days… and save you time… would it be worth just 15 minutes to hear exactly how I can do it?

“You agents are all the same.”

I hear you and actually at TEAM DRIVEN REAL ESTATE here in (city) we sell (x) times more homes than our competition… would it be worth just 15 minutes to hear exactly how we can do it with your home?

Page 168 of 196

“Where were you when my home was on the market?”

That’s a great question… I was busy fulfilling the promises I made to my sellers to show, market, and sell their homes… I didn’t even know your home was on the market until today when the agreement expired… scary hug? That’s exactly why we should get together… I specialize in selling homes other agents didn’t… and have a 19-point marketing plan I know you’ll be impressed with… what time can we get together to go over it?

Page 169 of 196

H.W. Note Card Strategy 3 Reasons A Home Doesn’t Sell Dear (Name), I’m sorry to hear your home didn’t sell. As you know, selling today can be very complicated. I’ve learned there’s only 3 reasons a great home like yours wouldn’t sell. I’d love to sit down, buy you a cup of coffee and discuss it if you’re interested. No pressure, just let me know.”

(Your Name)

P.S. If you’ve changed your mind and decided not to sell, I’d still love to buy you that cup of coffee, enjoy a Starbucks on me.

Items of Value 1.9x9 postcard series 2.Marketing Proposal 3.Seller Guides 4.Jing Comps 5.RPR

Page 170 of 196

EXPIRED: PHONE CALL Hi… I’m looking for (name). This is (name) with Team Driven Real Estate at Keller Williams Realty. I noticed your home was no longer posted online... And I was calling to see… is it on… or off the market?

•

Are you taking your home off the market?

•

Are you getting a lot of calls?

•

You may be asking yourself… where were these agents when my home was on the market, right?

If you had… sold this home… where were you moving to? *If I brought you an all cash buyer, close in 30 days, where would you like to move to?

What was your original timeframe to sell and be moved? Ouch! Really?!

Why do you think your home didn’t sell? Really!?

How did you pick the last agent you listed with?

Knowing what you know now… what will you expect from the next agent you choose?

What type of feedback did you get from the people who saw your home? Tell me more about that.

There’s only two reasons a home doesn’t sell… the price… and… the exposure or marketing to attract qualified buyers… If I can show you… how to make the necessary changes to get more showings and ultimately sell your home, would that be of interest to you? Perfect!

Let’s set an appointment so we can figure out exactly what it will take to sell your home.

Can I come by today at (time) or is (time) better for you?

Page 171 of 196

THE EXPIRED SCRIPT – OVER THE PHONE I’m sure you’ve figured out that your home came up on our computer as an expired listing … and I was calling to se …

1.

When do you plan on interviewing the right agent for the job of selling your home? (never) Terrific!/Really?!

2.

If you sold this home … where would you go next (L.A.) That’s exciting!

3.

How soon do you have to be there? (already) Ouch!

4.

_____ … what do you think stopped your home from selling (the agent) Really?!

5.

How did you happen to pick the last agent you listed with? (referral) Great!

6.

What did that agent do … that you liked best? (nothing) Ouch!

7.

What do you feel they should have done? (sold my house) Really!

8.

What will you expect from the next agent you choose? (sell my house) Terrific!

9.

Have you already chosen an agent to work with? (no) Wonderful!

10.

11.

I would like to apply for the job of selling your home … are you familiar with the techniques I use to sell homes? (no) You’re kidding!

What would be the best time to show you … Monday or Tuesday at ____?

Page 172 of 196

JUST LISTED SCRIPT Hi, this is ___ with TEAM DRIVEN REAL ESTATE … I (my company) just listed a home for sale over on ________ … it has ____ bedrooms and ___ baths … and it’s listed at $____ …

1.

And … I was wondering … who do you know that would like to move into your area? (no one) Fantastic!

2.

I appreciate you taking the time to think about it … tell me …

3.

When do you plan on moving? (never) Terrific!

4.

How long have you lived at this address? (10 years) Great!

5.

Where did you move from? (L.A.) Good for you!

6.

How did you happen to pick this area? (job transfer) Excellent!

7.

If you were to move … where would you go next? (back to L.A.) That’s exciting!

8.

And when would that be? (3 months) Fantastic!

Only go forward if they say three months or less!

9. Obviously … you realize it could take one to three months in this market to get a home sold … did you know that? (no) Terrific!

10.

So … my question is … do you have to be sold in one month … or do you want to start selling at that time? (sold) Wonderful!

11. Fortunately … to get you one step closer to (L.A.) … all we need to do now … is simply set an appointment … so I can help you get what you want … in the time you want … won’t that be great? (response) Fantastic!

12.

Which would be better for you … Monday or Tuesday at 4pm?

Page 173 of 196

JUST PENDING/SOLD SCRIPT Hi, this is ___ with TEAM DRIVEN REAL ESTATE … I (my company) just sold a home for sale over on ________ … it has ____ bedrooms and ___ baths … and it’s listed at $____ …

1.

And … I was wondering … who do you know that would like to move into your area? (no one) Fantastic!

2.

I appreciate you taking the time to think about it … tell me …

3.

When do you plan on moving? (never) Terrific!

4.

How long have you lived at this address? (10 years) Great!

5.

Where did you move from? (L.A.) Good for you!

6.

How did you happen to pick this area? (job transfer) Excellent!

7.

If you were to move … where would you go next? (back to L.A.) That’s exciting!

8.

And when would that be? (3 months) Fantastic!

Only go forward if they say three months or less!

9. Obviously … you realize it could take one to three months in this market to get a home sold … did you know that? (no) Terrific!

10.

So … my question is … do you have to be sold in one month … or do you want to start selling at that time? (sold) Wonderful!

11. Fortunately … to get you one step closer to (L.A.) … all we need to do now … is simply set an appointment … so I can help you get what you want … in the time you want … won’t that be great? (response) Fantastic!

12.

Which would be better for you … Monday or Tuesday at 4pm?

Page 174 of 196

Phone Call to SOI When Joining Team Driven Real Estate Hey __________, It’s (agent), how are you…

Just wanted to touch base with you, I was thinking about you, it’s been quite some time since we spoke, just wanted to reach out to you, and just see how you’re doing?

Are you still working down at the [previous job/school]? How are your kids? … What’s new?

I’d love to pop by and say “Hi”, maybe one of these days here… [BUILD RAPPORT] Hey, so the other reason for my call is, I want to let you know I’m … I’m super thankful and super excited that I’ve partnered with the top Keller Williams Real Estate Team in Las Vegas Metro - TEAM DRIVEN REAL ESTATE, they are amazing and I’m thankful to be in business with them, and most importantly is, you know, I’m obviously a Realtor, and I don’t know if you know or not. …

And I just want to reach out to you and be here as a resource to you, your friends and family. Do you have any questions about the real estate market or do you have any goals that I should be helping you with?

Do you already… have a realtor that you entrust, that you use for your real estate needs? If you do, I respect that!

You know, the way we approach real estate is - we want to be a resource. So really it doesn’t matter if you’re looking at buying, selling, investing, now, 5 years or 10 years from now... I just want to be a resource for you.

So what we do is...

Send out a monthly informative newsletter via email, and I’d love to make sure that you get a copy of that every month. So what’s the best email address for me to send it to?

And... do you currently own a home or do you rent?

Fantastic! Surely this is one of your largest financial assets, right?

Well, what our clients have found is … since this is your largest financial asset, getting a financial analysis a couple times a year on how your home is performing, just like if it were a stock, you want to know if the value is going up or down, right?

So… what’s the address of your home? I’d love to send you this financial analysis, just a couple times a year…

Ok, do you own, any other real estate?

Ok… all right, well, do you have any questions for me?

Page 175 of 196

You know, I’ve taken a fair amount of your time and I just wanted to reach out to you and tell you how thankful I am to have you in my life and I want to be here to help support you and I want to be your realtor of choice, and.. if there is anything I can do please let me know. You know, if you need a contractor, or anything. Or if you have a friend that needs a loan or refinance questions, you know, whatever that may be, I just want to be that resource for you.

So if it’s alright with you, what I’ll do, is, check in from time to time…

Friend does not answer the phone…. Leave this voice message: Hey, it’s (agent), I was thinking about you, it’s been awhile since we’ve spoke, and I’d just love to catch up with you. You know, a lot's changed in my life …and… you know, I’d love to catch up with you… so give me a call when you have a moment.

Page 176 of 196

GENERATING MORE REPEAT AND REFERRAL BUSINESS DATABASE DIALOGUE Hi ... this is ______ (name) with ______ (company). I hope you and your family are well. Do you have a quick minute for me? (Thank you) 1. I was wondering if I could help you with any real estate questions you might have. (Great) [Examples] • Are you curious about the value of your home?

• Do you want to know what is going on in your neighborhood?

• Do you want to know general market conditions?

• Is it time to sell your home?

• Should you be refinancing now?

2. As you know ... I want to be your resource for everything real estate related. Please call me if you ever have questions ... okay? (Terrific) 3.

(Name) ... my business is based on referrals from great clients (friends, people) like you. So ... before I let you go ... Who do you know that needs to buy or sell a home now or in the near future? (Excellent) 4. Can you think of anyone from your office, neighborhood, family or church? (Fantastic)

5.

I appreciate your help and if anyone should come to mind please don’t hesitate to call me! (Thank You) [This dialogue is meant to be used somewhat loosely. You will be calling your Past Clients/Center of Influence four to six times per year, alter the dialogue when necessary.]

Page 177 of 196

COFFEE TEXT / DIALOGUE GENERATING MORE REPEAT AND REFERRAL BUSINESS Hi (name) the market’s really moving and home values are going up, up, up. Want to know your home’s new value?

Sure, Sounds great.

Wonderful, I’ll put together your home’s value. Have you done any upgrades? Once it’s ready do you want to meet for coffee, or should I email/mail to you?

If They Ask How’s the Market?

Inventory levels are low. When a great home comes on the market, buyers and investors are writing offers and driving prices.

Then ask one of three questions: • Have you had any thoughts of selling?

• Do you know anyone who’s had thoughts of selling?

• Do you anyone who tried to sell in the past and it didn’t work out?

THE SPHERE OF INFLUENCE – OR PAST CLIENT SCRIPT (You are calling people you know!)

1.

Hi this is _______. This is a business call … do you have a minute for me?

2.

Who do you know … that would like to buy or sell real estate in the next 7 – 10 days?

3.

Can you think of anyone … in your (church group, family, neighborhood, or office) … that may need my services at this time? (response) Great!

4.

Would you mind if I gave them a call?

5.

By the way … when do you plan on moving? (response) Terrific!

Page 178 of 196

GROW YOUR DATABASE WITH REFERRALS Hello ____________! This is (your name) with TEAM DRIVEN REAL ESTATE at Keller Williams Realty.

Do you have two minutes to… HELP ME… with a problem?

I’m in a competition with my team to see who can get the most referrals in order to win! I was just curious, who do you know from your circle of friends who wants to … BUY A HOME … SELL A HOUSE …. or INVEST IN REAL ESTATE … that I could call today?

Great! Thanks for taking a moment to think about that!

If yes…

Would you mind giving me their name and number so I can call them right away?

If no…

Who do you know who might know someone who wants to … BUY A HOME … SELL A HOUSE … or INVEST IN REAL ESTATE … that I could call today?

And if you think of anyone in the next month, be sure to… CALL ME… immediately!

Before we get off the phone, is there anything I can help you with today?

Page 179 of 196

PLANNING THE YEAR SCRIPT This is just a courtesy call.

I’m trying to plan the rest of my year and I was thinking about taking some time off, believe it or not and so I have to plan out the rest of my year. And I wanted to call everyone that I had done business with in the past to see what their real estate related plans were for the year so I can make sure that I don’t schedule my vacation during times that my past clients have real estate related needs. So,________, do you have any real estate related plans for the year; buying, selling or investing?

If they don’t, then…..

You know, a lot of people we do business with know people who are thinking about doing things and I would love to get a hold of them as soon as possible to fit them into my calendar for the year. Can you think of anyone who has any real estate related needs? Or anyone

that I should know that would be interested in buying or selling real estate?

Page 180 of 196

LEAD FOLLOW-UP SCRIPT SCRIPT #1 Hi, (Name), it’s (Name) with Team Driven Real Estate at Keller Williams Realty. How are you today? We spoke (timeframe or location or introduction) about your desire to (buy/sell/invest)… and… I’m following up as promised… to schedule a time to meet with you… Do you have your calendar handy?

Are afternoons or early evenings better for you? How about (date) and (time)?

SCRIPT #2 Hi, (Name), it’s (Name) with Team Driven Real Estate at Keller Williams Realty… I’ve been thinking about you and your desire to (action they want to take)… I’ve been doing some research… and would like to schedule a time to meet to (show you what I’ve found/see your home/discuss next steps)… and I was wondering… what would be the best time to get together?

SCRIPT #3 Hi… I’m calling for ______________. Hi, ______________ this is _____________ with Team Driven Real Estate at Keller Williams Realty. I spoke with you awhile back about buying a house and I was calling to see if you still planned on moving?

1.

Refresh my memory... Where do you want to buy?

2.

How did you pick that area?

3.

What price range are you looking in?

4.

Tell me about the type of house you’re looking for?

5.

How soon do you want to buy?

6.

What’s happening in _________________ that’s causing you to wait?

7.

How will you know when the time is right?

Page 181 of 196

8.

If I could show you how buying a house now could actually be more beneficial, would you be interested?

9.

Do afternoons or evenings work better for you? Great… Let’s meet at ___________ or would _____________be better?

10.

Have you spoken with a lender to find a loan that works best for you?

11.

I’ll have my lender give you a call before we meet. Or, what’s your lender’s name and number? I’ll call them before we meet to get your loan information.

Page 182 of 196

SCRIPT #4 Hi, this is _______________ with Team Driven Real Estate at Keller Williams Realty.

How are you today?

(Name), I’ve been doing some extensive research and I believe I’ve found (number of homes) perfect home(s). Isn’t that exciting?

When would you be available to see it/them?

(Name)… great properties move quickly! Could we go out on ____________ or would ____________ be better for you?

Page 183 of 196

Holiday Script to Use During the month of November & December If They Answer the Phone (Consumer), How are you doing? Great…. (Use FORD and dig deeper into it…)

Listen, I was thinking about you... and wanted to call and wish you a very happy holiday season! What are you plans? Great!

(Consumer), this is the time of the year...when most people start reflecting and setting goals for 2017… do you have any real estate related goals that I should be helping you with for 2017?

Any questions about the market?

(Consumer), it was great talking to you, and I truly appreciate your friendship, business, etc. and look forward to continuing to earn your business and referrals! Have a great holiday! I will check back in with you (time frame).

If They Don’t Answer the Phone (Consumer), Hey! It’s (Agent) w/ TEAM DRIVEN REAL ESTATE and I was just reaching out to wish you a very happy holiday season…

Secondly, this is the time of the year when most people start reflecting on the year and goal setting for 2017… I wanted to make sure I am here to help you with any of your real estate goals and/or questions you may have…

Give me a call back when you can, if I don’t hear back from you happy holidays and I will circle back with you in mid-January!

This is (Agent) w/ TEAM DRIVEN REAL ESTATE Items of Value to Ensure Being Used •Financial Analysis •Brivity for E-alerts •Relocation Guide •Buyer/seller/seasonal guides if relevant •Marketing Proposal if relevant

Page 184 of 196

Exactly What To Say For Real Estate Agents 1. I’m not sure if it’s for you, but...

2. Who do you know...

3. How open minded are you to...

4. Opening, fact, easy to answer question 5. What is your experience with...

6. How important is it...

7. What do you understand about...

8. How would you feel if...

9. Just imagine...

10. How certain are you that...

11. Could it be possible that...

12. Help me understand...

13. When would be a good time to...

14. I’m guessing you haven’t got around to...

15. As I see it, you have three options...

16. There are two types of people in this world...

17. I bet you’re a bit like me...

18. If...then...

19. Would it help if...

20. Don’t worry...

21. Most people...

22. The good news is...

23. What happens next is...

24. What makes you say that...

25. Before you make up your mind...

26. If I can...then will you...

27. Just one more thing...

28. Can you do me a small favor...

29. As promised...

30. Just out of curiosity...

31. What questions do you have for me...

32. Open House: Who is your realtor?

33. What is the best email address to reach you?

34. Bonus: What specifically leads you to believe...

Page 185 of 196

BOOMTOWN WORKFLOW 1. New Leads FOLLOW UP AND ---> qualify 2. Respond to leads 3. NOW - People on site now…

4. HOT’s - Plan actions for the week 5. Hot Sheet -- Click on the top left 3 orange bars and click on my listings 6. To-do’s 7. Double Check those with no to-do’s in “active statuses” 8. Double check smart drips of all statuses 9. You can click on any of the headers in lead central to organize leads to spot check 10. Segmented e-Blast’s for personalized marketing 11. Qualify/Nurture/Watch

Things to spot check when in a lead 1. Do the notes make sense for someone else 2. Are the tag’s correct 3. Is there address correct 4. Do you have all contact information 5. Are you logging calls 6. Is a drip set 7. Do you have E-alerts set up - 50% higher website revisit rate 8. Is the status correct 9. Have I attempted 10 times to get the lead qualified out - no longer than 30 days in qualify!

10. What is the lead source? Prospect accordingly 11. Is the social media linked 12. Is it assigned to a lender 13. Should this lead be worked by 2 agents? List agent and Buyer's agent

Pointers for better conversion 1. Do I understand the smart drips?

2. Do I have the right smart drips?

3. Do I understand the email templates?

4. Do I understand and have the right text templates?

5. Have I been through all of the BoomTown training in the Knowledge base?

6. When does a lead go to trash or archive?

7. Do I have time blocked in the afternoon to clean up and reconcile my database?

8. Do I have Anniversaries and Birthdays on “Mets” and past clients 9. MOJO to prospect and reconcile at days end with updating to-do’s and notes 10. Do I have a bombbomb account?

Page 186 of 196

Lead Category Guide

All leads will automatically fall into your New category when they register on your consumer website. From there, it is up to you to move into any other category.

Contact New leads as soon as possible! Aim for a 5-minute time frame from when they register to increase your odds of qualifying your leads.

Page 187 of 196

lead central | icon key lead categories

new

New lead

qual

Not Connected

hot

Ready & Commited Prospect

nurt

Contacted

watch

Contacted

pend

Pending Transaction

Call and Email ASAP

Need to quailify

Ready in 3 to 6 months

Long-term prospect

close

Closed Transaction

arch

Inactive Prospect

trash

Bogus info or No Potential Value

phone status

5

Talking to prospect

1

Attempted to call, no answer

I have had a phone conversation with this lead

I have called but haven’t had success yet. I should try again.

O

No call attempts

2

Opted out or wrong number

O

No emails sent, unknown email status

2

Opted out or invalid email

O

No texts sent

2

Opted out or wrong number

I haven’t tried to call this lead yet. I need to call this lead.

Don’t try to call this lead

email status

5

Received email, 2-way emailing

1

Attempted email, no reply

I have had an email conversation with this lead

I have sent an email(s) but haven’t had success yet. I should try again.

I haven’t tried to email this lead yet. I need to email this lead.

Don’t try to email this lead

texting status

5

Received text, 2-way texting

1

Text sent to prospect, no response

I have had a text conversation with this lead

I have texted this lead, but haven’t had success yet. I should try again.

I haven’t tried to text this lead yet. I need to text this lead.

Don’t try to text this lead

smart-drip plan status

last visit

On site now

On site 14 - 90 days ago

None

Running

On site today

On site 90+ days ago or never

Completed

Terminated

On site 1 - 14 days ago

Paused Page 188 of 196

Lead’s Life Cycle

Page 189 of 196

BoomTown Tags ● AAA - VIP client, generally a high net worth individual, a higher standard of communication ● Luxury - Client looking in the luxury market ● Guard Gated - Client looking exclusively in guard gated communities ● High Rise - Client looking for a high rise unit ● Military - Client in the military / Veteran ● Spanish Speaking - Client’s primary language is Spanish ● Renter - Clients currently looking for rentals ● (Agent Name) SOI - The agent’s Sphere of Influence ● (Agent Name) SOI Mailing List - Client in the agent’s sphere that will receive mail from the team. Higher standard of communication ● First Time Buyer - Client’s first time buying a home ● Referrals: ○ A Referral - Client has referred us clients ○ B Referral - Client may refer, good rapport but no referral yet ○ Referral In Buyer - Buyer referred to us ○ Referral Out Buyer - Buyer referred out ○ Referral In Seller - Seller Referred to us ○ Referral Out Seller - Seller referred out ● Past Clients: ○ Past Client - Local - CLient who has done business with us that lives locally ○ Past Client - Out of State - Client who has done business with us and lives out of state ○ Past Client (by Year) - Client has done business with us in the year tagged (ex. Past Client 2022) ○ Past Client F - Do not contact, bad experience, lead stays in database ● Investors: ○ Investor - Any client who is an investor ○ Investor Flip - Investor client looking for flips ○ Investor Portfolio - Investor client with three (3) or more properties ● Out of Town Client - Any present client living out of state ● Out of Town Realtor - Realtor living / doing business out of state ● Local Realtor - Realtor that lives / does business locally ● Pre-Approved - Client has been pre-approved ● Pre-Approved w/ AWM - Client has been preapproved and is working with All Western ● Commercial Client - Client looking for a commercial property ● Credit Repair - Client working on their credit, unable to qualify due to credit issues ● Hard Money - Client using hard money to fund their deal ● Location Tags: ○ Summerlin ○ Henderson ○ North Las Vegas ○ East Las Vegas Page 190 of 196 ○ Pahrump

Page 191 of 196

Property Analysis Worksheet Client Name:

Prepared By:

Property Address:

List Price:

Purchase Terms

1. Fair Market Value:

%

$180,000)

Discount %

0%

Purchase Price (max offer price)

$170,000)

Percent Down

25%

Down Payment Amount

$42,500.00)

Amount Financed

$127,500.00) 3.00%

Interest Rate Closing Costs (2%)

0.00%

$0.00

Cost of Repairs (make-ready)

$7,000)

Total Cash Invested

$49,500

Length of Mortgage (years)

30

Payments Per Year

12

Mortgage Payment II. Rental Income

%

Unit A

+

Unit B

+

Unit C

+

Unit D

+

Vacancy Rate (5%)

= 8.00%

Net Rental Income

Operating Budget

III. Expenses Property Management Fees (10%)

Monthly

Annual

$537.55)

$6,450.54)

This spreadsheet is a model for informational $15,600.00 $1,300.00 purposes only. It is $0.00 not meant nor designed to represent what will happen with regards to interest rates, appreciation, $1,300.00 $15,600.00 rents or vacancy. It is $1,248.00 $104.00 not meant to be a $1,196.00 $14,352.00 substitute for your own judgement.

Monthly Annual Neither KellerINK nor the HOLD $91.00 $1,092.00 authors are $0.00 $0.00 responsible for errors. $39.00 $430.56 Monthly

Gross Rental Income

=

% 7.00%

Leasing Costs (50% of 1 month rent)

+ +

Annual

Maintenance Reserve (5%)

3.00%

+

Utilities ($15/mo)

0.00%

+

$15.00

$180.00

Property Taxes (2%)

8.00%

+

$56.00

$670.00

Insurance (.5%)

0.20%

+

$30.00

$360.00

Other (HOA fees, lawn care, etc.)

0.00%

+

$210.00

$2,520.00

=

$441.00

$5,252.56

Total Expenses

Monthly

IV. Net Operating Income (NOI) Net Rental Income

Annual

$1,196.00

$14,352.00

Total Expenses

-

$441.00

$5,252.56

NOI

=

$755.00

$9,099.44

Monthly

V. Net Cash Flow NOI

Annual

$755.00

$9,099.44

Mortgage Payment

-

$537.55

$6,450.54

Net Cash Flow

=

$217.45

$2,609.46

VI. Investment Analysis* *Annual Growth Assumptions Expenses Income Property Value

Analysis

$175,000

Pro Forma Cap Rate: 5.06% 5.00% 5.00% 5.00%

Year 1

Year 5

Year 10

Year 15

Total Annual Income

$14,352.00)

$17,444.95)

$22,264.66)

$28,415.98)

Total Annual Expenses

$5,252.56)

$6,384.52)

$8,148.44)

$10,399.71)

Total Annual Cash Flow

$2,609.46)

$4,609.88)

$7,665.68)

$11,565.73)

Property Value

$189,000.00)

$229,730.68)

$293,201.03)

$374,207.07)

Equity

$64,161.95)

$116,375.07)

$196,275.78)

$296,367.59)

Loan Balance

$124,838.05)

$113,355.61)

$96,925.26)

$77,839.48)

Total Profit if Sold

($458.05)

$48,496.61)

$123,319.69)

$216,931.03)

Cash on Cash ROI

5.35%

9.31%

15.49%

23.37%

IRR

4.43%

19.88%

18.72%

17.49%

Annualized Total Return

28.91%

37.48%

50.73%

67.54%

Page 192 of 196

CIAS Calculations Worksheet

2000

Property Price $161,000) [1]

$1,644) [3] Insurance $480) [5] HOA [7] Management $1,728) [9] Taxes

Total Expenses=

Gross Annual Rent - Total Expenses NOI=

NOI Property Price

NOI Debt Service Cash Flow=

Cash Flow Amount Down

Gross Annual Rent $21,600) [2]

$1,800

[4] Lawn Service $0) [6] (warranty) Maintenance $1,200) [8] Vacancy Reserve $1,600) [10] Utilities & Trash

$6,652)

$21,600) $6,652) $14,948)

$14,948) $161,000) 0.0928

$14,948) $6,507 $8,441)

$8,441) $40,250) 0.2097

Cap Rate = 9.28%

Debt Service Assumptions 30 [11] Rate 4% [12] % Down 25% [13] Closing Costs 3% [14] (using 3%) Payment $6,507 (annually) # of Years

Cash-On-Cash Return=

20.97%

The above agent/brokerage makes no warranty or representation about the content of this broshure. While the information displayed herein is thought to be accurate, it is your responsibility to independently confirm its accuracy and completeness.

Any projections, opinions. assumptions or estimates are used for example only and do not represent the current or future performance of the property. The agent and/or brokerage neither practices accounting nor gives advice regarding tax benefits/ liabilities or any other tax, accounting, or financial consideration, nor does the above agent/brokerage give advice regarding financial investments. It is strongly receommended that you seek appropriate professional counsel regarding your rights as a homeowner.

Page 193 of 196

[1] Insertpurchase price here [2] Enter gross annual rent here [3] Enter yearly taxes here [4] Insert yearly utiliies amount here [5] Insert yearly HOA dues here [6] Insert yearly lawn service amount here [7] Insert yearly HOA dues here [8] Insert estimated yearly maintenance fees here [9] Insert yearly property management fees here [10] Insert yearly vacancy reserve amount here [11] Insert length of mortgage term here [12] Insert mortgage interest rate here [13] Insert down payment percentage here [14] Insert estimated closing costs here

Page 194 of 196

Financial Literacy Book Sequence Financial literacy is one of the greatest missed opportunities in the world.

As Einstein said “those that understand compound interest earn it. Those who don’t pay it” Book sequence we suggest:

1. The Psychology of Money 2. Rich dad poor dad 3. Rich dad's cashflow quadrants 4. Rich dad's guide to investing 5. Tax free wealth 6. Profit first 7. Why the rich keep getting richer 8. Think and grow rich 9. The Lifestyle Investor 10. MREI - millionaires real estate investor 11. Entrusted 12. The intelligent investor 13. The power of zero 14. Last chance millionaire 15. The simple path to wealth

First 10 Books to Read When Joining TDRE Shift - Gary Keller Fanatical Prospecting - Jeb Blount The Little Red Book of Selling - Jeffrey Gitomer The One Thing - Gary Keller Unbeatable Mind - Mike Divine Sales EQ - Jeb Blount The 10x Rule - Grant Cardone Eat That Frog! - Brian Tracy Pitch Anything - Oren Klaff NLP - Sanders, Dotz, Hoobyer The Millionaire Real Estate Agent - Keller, Jenkins, Papasan Fierce Conversations - Susan Scott Page 195 of 196

Page 196 of 196