earning your customer first professional designation from associate worx accelerate your earning...
TRANSCRIPT
Earning your Customer First Professional Designationfrom Associate Worx
Accelerate your earning potentialIncrease your customer loyaltyAdd to your repeat and referral businessBuild longevity and sustainability in your career
"Today, the customer is in charge, and whoever is best at putting the customer in charge makes all the money." Stephen Quinn, Wal-mart CMO
Earning your Customer First Professional Designationfrom Associate Worx
Customer First Part 1 of 3 : Voice of CustomerCustomer First Part 2 of 3 : Six Step Sales StandardCustomer First Part 3 of 3 : Six Step Service Standard
"Today, the customer is in charge, and whoever is best at putting the customer in charge makes all the money." Stephen Quinn, Wal-mart CMO
Understanding the Experience Economy
How could YOU emerge as The CONSUMER ENGAGEMENT enterprise?
How could we use the Voice Of the Customer…To follow the examples set by the best CONSUMER ENGAGEMENT companies??
A core argument is that because of technology, increasing competition, and the increasing expectations of consumers, services today are starting to look like commodities.
Products and Services can be placed on a continuum from undifferentiated (referred to as commodities) to highly differentiated.
Just as service markets build on goods markets which in turn build on commodity markets, so transformation and experience markets build on these newly commoditized services.
e.g. consulting, fitness, financial planning, healthcare… Real Estate?
The S ix Step Sales Standard
The Six Step Sales Standard
1. Pre-Client Interview2. Pre-Appointment Drop Off3. Preparation4. Consumer Engagement Presentation5. Marketing Presentation6. Pricing and Professional Services
Pre-C lient Interview
Pre-Client Interview
Good Morning Mrs. Smith… This is Kerry Krumenacker calling from XYZ Realty Professional.How are You Doing? Great… I am doing some preparation for our appt. tomorrow evening.
I was wondering if you had a few minutes to help me with some of the detail that will ensure my data is accurate. Thank You so much. I typically do a couple of hours worth of research to determine the highest possible price and your input will really help.
First Questions: What is the age of the roof? ____ The Air Conditioner(s) ______
In comparison to the rest of your neighborhood would you say that your flooring is a) Averageb) Above Averagec) Below Average
How about your Kitchen, Cabinetry and Countertops? a) Averageb) Above Averagec) Below Average
And how about your Bathrooms and The Master Bath? a) Averageb) Above Averagec) Below Average
And is there anything I should know about your lotIs it oversized?Is there a special view.Water Golf Course
Pre-C lient Interview
Pre-Client Interview
Well that sounds like enough information about the house and the property.
I am looking forward spending some time together tomorrow night.
Is there anything in particular that is important to you about tomorrow night That I can make sure and prepare for?
What do you feel is the most important thing we can accomplish tomorrow night?
When we successfully sell your home… Do you already know where you’ll be relocating?
So would you plan on buying a home right away or do you think you might rent a year?
And in a perfect world when would you like to make that move?
That sound perfect!
I think your allowing time to make everything very convenientand I’ll betcha we can make this a very stress free process!
Okay… I’m looking forward to seeing you tomorrow night.
Pre-Appointm ent D rop Off
Pre-Appointment Drop Off
Mandatory: Appointment Confirmation E-Mail with XYZ Realty Corp International Digital Marketing Strategy Video.
Dear Mr. & Mrs. Smith,
Our entire organization is looking forward to serving you toward the successfulsale if your home at 1403 Broad moor.
As we plan for our visit tomorrow evening we hope that you will have time to preview some of the documentation we have provided.
The initiative outlined herein is simply one of many differentiators that have accelerated the XYZ Realty International success rate in selling homes justlike yours.
I am looking forward to showing you how our technology driven platform aggressively markets your property toward the highest possible price.
Pre-Appointm ent D rop Off
Pre-Appointment Drop Off
Secondary: Max Effect Color Listing Brochure Prepared and Delivered www.associateworx.com/customerfirst
Dear Mr. & Mrs. Smith,
Our entire organization is looking forward to serving you toward the successfulsale if your home at 1403 Broad moor.
I have taken the liberty to attach a sample of the full color printable property Brochure which we will deliver to prospective purchasers of your home. Of course this is only a draft as details will be added after our visit tomorrow evening.
The initiative outlined herein is simply one of many differentiators that have accelerated the XYZ Realty International success rate in selling homes justlike yours.
I am looking forward to showing you how our technology driven platform aggressively markets your property toward the highest possible price.
4 Color Printable Brochure
4 Color Printable Brochure
You can frequently acquire photographsfrom a previousmarketing campaign
If not swing by and snapa couple of shotsof the property.
The homeowner willbe very impressed.
www.customerfirst.com/Customerfirst
4 Color Printable Brochure
4 Color Printable Brochure
You can frequently acquire photographsfrom a previousmarketing campaign
If not swing by and snapa couple of shotsof the property.
The homeowner willbe very impressed.
www.aemworx.com www.anniemacworx.com
Preparation
Preparation
Full Service Brokers Price OpinionCredible Loan Analyzer for Sale
Complete Listing DocumentationListing Book or PowerPointCollateral Printed MaterialShort Sale (if applicable)
Destination Property Search
Destination Associate Referral(s)Destination Purchase Loan
AnalyzerCustomer Engagement
PresentationMarketing Presentation
Price & Professional Services
“If you don’t bring Loan Analyzer and Destination PropertiesYou are Not a Customer First Associate”
Mandatory: Customer First Pre-Appointment Preparation
Consum er Engagem ent Presentation
Consumer Engagement Presentation
This 5 Minute Presentation focuses on the HEART of The Matter!
As is the case with our nation’s most extraordinary enterprises.
This brief presentation aims to transcend the “commoditized service”and dwells on consumer engagement as a differentiation.
Customer First
The Service Orientation
Buyer ServiceAgreement
Buyer ServiceAgreement
Short SaleFacilitationShort SaleFacilitation
Seller ServiceAgreement
Seller ServiceAgreement
Customer First Associate
Our Chief Economic Denominator
Revenue
Production Volume SatisfactionCustomer Excitement
Customer First Associate
Achieving Custom er Excitem ent
Achieving Customer Excitement
Effort
Seller
Realtor
ServiceContract
CustomerExcitement
Hierarchy of Consumer Engagement
A successfully closed transaction
90% or better satisfaction rating
A letter of personal reference
A sincere appreciative hug
HousewarmingParty!!!
Customer First Associate
A successfully closed transaction
90% or better satisfaction rating
A letter of personal reference
A sincere appreciative
hug
HouseWarmingParty!!!
m62 visualcommunications
Traditional Real Estate AgentTraditional Real Estate Agent
Prospecting
For
New
Business
Current Clients100
Workload %
80
60
40
20
Customer First Associate
m62 visualcommunications
Customer First Real Estate ProfessionalCustomer First Real Estate Professional
Service
Existing
Customer
Base
New Business
100
Workload %
80
60
40
20
Customer First Associate
Customer First Associate
M arketing Presentation
Marketing Presentation
M arketing Presentation
Marketing Presentation
M arketing Presentation
Marketing Presentation
Price & Professional Services
Price & Professional Services
Review The Professional Brokers Price OpinionAnd Demonstrate Your Brokerage Commission Structure
To enhance your professional services repertoire…
Utilize a Professional Seller’s Estimated Net Proceeds Sheet
As a Customer First Real Estate Professional I commit to hold the interest of my coveted clientele at all times above my own interests.My long term success is rooted in the sustainability of relationships which I serve toward the attainment of their personal aspirations.Putting my customer first ensures my success and the continued success of my organization. I am proudly a Customer First Associate.
Earning your Customer First Professional Designationfrom Associate Worx
Accelerate your earning potentialIncrease your customer loyaltyAdd to your repeat and referral businessBuild longevity and sustainability in your career
"Today, the customer is in charge, and whoever is best at putting the customer in charge makes all the money." Stephen Quinn, Wal-mart CMO
Earning your Customer First Professional Designationfrom Associate Worx
Customer First Part 1 of 3 : Voice of CustomerCustomer First Part 2 of 3 : Six Step Sales StandardCustomer First Part 3 of 3 : Six Step Service Standard
"Today, the customer is in charge, and whoever is best at putting the customer in charge makes all the money." Stephen Quinn, Wal-mart CMO
See You Monday@ 10:00 am eastern