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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
SIRVA Relocation Preferred Broker Network SIRVA-Team Agent Training 2013
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Modules
Module 1 – The SIRVA Partnership & SIRVA-Team Agent Role
Module 2 – Departure Services (APEX 2.0)
Module 3 – Destination Services
Module 4 – SIRVA-Sister Company Support
Module 5 – Performance and Quality Expectations
SIRVA Team-Agent Test
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services Module 3
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Assisting a SIRVA transferee in their destination
SERVICE,
SERVICE,
SERVICE…
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services – Home Finding
At the Time of the Referral…
• Your relocation department receives all home
finding referral opportunities
• Assigns an agent within 4 hours
• Relocation department will be “updated” at certain
points in home finding process through “APEX”
system
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Buyer Agency/Exclusive Right to Represent
SIRVA supports Buyer Agency, but…
SIRVA advises its transferees on the following:
• Not sign a representation agreement at the first home finding trip if possible
• Ideally, if an agreement is signed, the agreement should be limited to home finding trip duration
• Not sign an agreement that links to agent‟s compensation, commission, costs or expenses
• Ensure there is the ability to cancel the agreement at any time for any reason
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
APEX 3.1 Agent Tasks
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Capabilities in APEX 3.1
Increased capabilities over APEX 2.0 (BMA process)
• Enhanced Agent Tasks
• Agent Ad-Hoc/Portal Functionality
• Reminders & Alerts
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
APEX 3.1 Process
Home
Finding
Coordinator
(Broker)
Tasks
Agent
Tasks
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
APEX 3.1 Process
Home
Finding
Coordinator
(Broker)
Tasks
Agent
Tasks
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Summary of Agent Tasks – ‘Trip’
Agent contacts transferee
Enters trip dates
Reads and acknowledges agent instructions
SIRVA Mortgage notification and acknowledgement
Pre-Assigned Closing Office notification and acknowledgement
Confirm trip dates
Enter home finding trip results
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent notification of referral
• You will receive
this email after the
referral has been
assigned to you by
your relocation
department or
broker.
• Contact the transferee
per the instructions
(in the red box)
•Note your contact at
SIRVA for this
assignment
• Click the link to
access the APEX
system
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Expectations for contact with Transferee
• Contact within 24 hours
• Conduct a preliminary needs assessment or confirm
information received from SIRVA
• Confirm timeframe for visit
• Establish expectations for visit
• Send listings or links ahead of time
• Follow up
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Log In Screen
The link will bring you to this log-in screen.
• Enter your user name and password (should have received this
with first email welcoming you to the system)
• Your user name is your email address
Note: If at any time you forget your password, click on this link to have it reset
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
This first screen in APEX is your ‘Agent Portal’
• Any tasks you receive from APEX will start here
Agent Portal
1. You may have two tasks in your inbox
1. Contact Task
2. SIRVA Mortgage Task
2. Click the „Start Task‟ arrow
1. You can do in any order, but both will need to be completed
3. Proceed to the next step in the process
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Home Finding Trip Task
Three Sections
Schedule Trip
Needs Analysis
Agent Instructions
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Schedule Trip
Once you contact transferee, enter transferee‟s trip date
If trip date is unknown, select second button
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Needs Analysis
Needs analysis has
been completed by
transferee
Provides information
regarding:
• Locations of interest
• Types of home desired
(age, price)
• Community desired
• Schools/Education
Information
• Additional comments
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Instructions
After entering trip dates/dates unknown, click the
„Read and Acknowledge Agent Instructions‟ button
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Instructions
Instructions include
information regarding:
• Buyer Agency
• How to handle an offer for
SIRVA
• Recommended
contingencies for purchase
contract (addendum will be
received with confirmation
email)
• Recommended inspections
• Instructions on what to do
once you have an accepted
offer
You must acknowledge
to move forward
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Instructions
Submit button appears after instructions have
been acknowledged
CLICK HERE
to complete
task
Reminder email will be sent at 24
and 48 hours if task is not completed.
Broker will be contacted at 48 hours.
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
This screen should then appear so that you know the task is completed
Agent ‘Enter Trip Date Task’ Complete
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
SIRVA Mortgage Acknowledgement
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
SIRVA Mortgage Acknowledgement
When available, agent should support use of SIRVA
Mortgage for this transaction
Acknowledge your
understanding that SIRVA
Mortgage should be
supported by typing name
and submitting
If task is not completed within
24 hours of receipt, you will
receive a reminder
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Trip Date Email - Instructions & Addendum Attached
Primary Home Finding Contact (Broker)
receives copy of email as well
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Trip Date Email - Addenda Attached
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Pre-Assigned Closing Office Task
Click the link
to access the
APEX system
Within two days of referral, you will receive this email
notifying you of the pre-assigned closing company for this
transaction
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Pre-Assigned Closing Office Acknowledgement
Agent should support use of pre-assigned closing office
for this transaction
Acknowledge your
understanding that
pre-assigned closing office
should be supported by typing
name and submitting
Company name, address
and contact information
provided
If task is not completed within
24 hours of receipt, you will
receive a reminder
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Confirm Trip Dates
Five days before transferee‟s trip, you will receive
this email task to either confirm or update the trip
dates
Click the link
to access the
APEX system
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services – Home Finding
When they Arrive…
• Buyer Agency Agreement - Limited
• Written agenda
• Map of properties/MLS printouts
• Probe/Listen – Be a Resource
• “Over Deliver”
• Follow up
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Confirm Trip Dates
Options to complete task
1. Trip dates are accurate – Select „Confirm‟ button
2. Trip dates have changed – Select „Update trip date‟ and enter new dates
3. Trip date has now changed, but dates are unknown – Choose „Trip Date is Unknown‟
CLICK HERE to
complete task
If task is not completed within
24 hours of receipt, you will
receive a reminder
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Trip Results
On the trip start date, you will receive this email task to
provide information regarding the trip‟s results
Click the link
to access the
APEX system
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Trip Results
Enter information regarding trip results into open text box (500 character text
limitation) – Will send update to Relocation Counselor
If transferee purchased, after completing this task, go back to agent portal and
click the „Enter Purchase Information‟ link to enter purchase information
If task is not completed within
24 hours of the trip end date,
you will receive a reminder
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services – Home Finding
When the transferee goes home without buying
• Debrief transferee and solicit feedback
• Update SIRVA with results of the trip (through
APEX)
• Maintain contact with transferee between trips
• Inform transferee of new listings that meet the
transferee‟s needs
• Send articles, web links, or other market or area
information to help the transferee in their decision
process
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Multiple Trips
If transferee plans more than one
trip, each trip should be entered
into APEX and the results
recorded.
New trips can be added by using
the „Ad Hoc‟ functionality of APEX
under the „Schedule/Update Trips‟
link
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
APEX 3.1 Process
Home
Finding
Coordinator
(Broker)
Tasks
Agent
Tasks
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services – Home Finding
When the Transferee Purchases a Home
• Complete an analysis for the transferee
(HPE, CMA or BMA)
Provide one copy to SIRVA and
one copy to transferee
• SIRVA Addendum
• Closing Agent Selection Addendum (CASA)
• Home Finding Purchase Report (in APEX)
After they Move In
• Maintain contact to help them get settled
• Be available as a resource to help orient them
to the area
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Summary of Agent Tasks – ‘Purchase’
Enter Purchase Information
Agent enters information through „Ad Hoc‟ function
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Ad-Hoc Functionality – Enter Purchase Information
You can choose to go into
APEX at any time to enter
the purchase information
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Purchase Info Task
You will arrive at this
screen
Four sections to complete:
• Purchase Information
• Commission
• Referral Fees
• Purchase Agreement
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Purchase Information
Enter all address information, purchase price, list price, purchase date and estimated closing date
Pre-Assigned Closing Office information – You acknowledged previously, note if using pre-assigned office
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Purchase Information
If not using pre-assigned closing office, answer „No‟,
provide closing office used name and phone number.
Select reason why pre-assigned closing office not
being used
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Commission/Referral Fee
• Enter commission rate and split
• Referral fee % will be auto-filled from referral acknowledgement
• Referral fee amount will be calculated, calculated amount will auto-
fill into the actual referral fee amount
• If you change the actual to something different from calculated, you
must provide reason
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Purchase Agreement
You must do one of two options:
• Upload agreement
OR
• Check the box next to „I am not able to upload the contract‟
(Reason why is required)
CLICK HERE to
complete task
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
APEX 3.1 Process
Home
Finding
Coordinator
(Broker)
Tasks
Agent
Tasks
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Summary of Agent Tasks – ‘Closing’
Confirm estimated close date
Enter actual close date
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Closing Confirmation Task Email to Agent
Click the link
to access the
APEX system
Nine days prior to the estimated close date, you will
receive this email task to confirm or update the
estimated closing date
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Confirm estimated closing date/purchase price
If task is not completed within
8 hours of task receipt date,
you will receive a reminder
You have two questions to
answer and the ability to
add any comments
Estimated Close Date
Confirm close date has not
changed
OR
If date has changed, enter new
close date
Purchase Price
Confirm purchase price has not
changed
OR
If price has changed, enter new
purchase price
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Post-closing: Actual close date and price
Click the link
to access the
APEX system
On the estimated close date you provided, you will
receive this email task to confirm or update the
actual closing date
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Confirm estimated closing date/purchase price
If task is not completed within
24 hours of task receipt date,
you will receive a reminder
You have two questions to
answer and the ability to
add any comments
Actual Close Date
Confirm closing is complete and
enter actual close date
(If closing did not occur, contact
SIRVA associate)
Purchase Price
Confirm purchase price has not
changed
OR
If price has changed, enter new
purchase price
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Sample Time Line
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Ad-Hoc Functionality – Agent APEX Portal
• On your „Agent Portal‟ screen, you will find several resources on the
left side bar
• You have the ability to do three „Ad Hoc‟ Home Finding Actions at any
time on any open transferee file
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Enter Comments
Note that comments
will not be sent to
anyone at SIRVA; for
recording purposes
only
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Schedule/Update Trips
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Schedule/Update Trips
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Enter Purchase Information
You will then be brought to the „Enter
Purchase Info‟ screen
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Notifications from SIRVA associate
• Trip dates changed
• New trip date is scheduled
• Referral is cancelled
• If referral is cancelled, all tasks and reminders will also be
cancelled
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Agent Ratings
Relocation Counselor will complete Home Finding Agent Rating on every agent
Rating scale for each section is 1 – 5, with 1 being the lowest possible score
(5 = Excellent; 4 = Very Good; 3 = Good; 2 = Fair; 1 = Poor)
Refer to the “Home Finding Agent Ratings – Reference Guide”
for more information on what is considered for each section
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Important Notes
• If there is a sale fall-thru, agent does not have the ability to put
into APEX – must contact SIRVA associate to process
• If a referral is cancelled, the agent and the „Primary Home
Finding Referral Contact‟ will receive an email from APEX
notifying you of this; all tasks and reminders in APEX will be
cancelled
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Destination Services – Home Rental
Due to the real estate market, many transferees are seeking to
rent instead of buy
Home rental services in demand include:
• Area tours
• Rental tours
• Rental placement services
• Settling in services
Client policy determines if services are paid through relocation
benefits
APEX tracks Preferred Brokers who offer rental services and the
costs associated
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Confidential Material – May not be used or distributed, in whole or in part, without the prior written consent of SIRVA Relocation
Please continue with Module 4 – SIRVA Sister-Company Support