1. Lead Servicing

2. Lead Servicing
Lead Management
Lead Generation

4. The number 1 problem:
• “My agent didn’t get back to me.”
• This problem is world wide.
• Communication with a lead is the biggest
problem.
• Sellers and buyers both feel that agents are
not really working unless they are updated
regularly about the progress.

5. Why agents disappear?
• Most real estate agents believe that lead
generation is the only work of their business.
• They don’t know what to do once they get the
lead.
• They over commit while getting
mandate, hence they fail to meet expectations
later.

6. Where is the money?
• Agents should understand that money may get
generated if the transaction is done, but profit is
generated out of referrals.
• So whenever a lead is generated, excellent
service should be given, so even if the transaction
is not done, the prospect passes leads to the
agent.
• Every lead gives a tremendous opportunity to
build good will in the market: don’t squander it

7. Process of Serving a Seller
Get the details of
the lead
Define deliverables
and explain service
Property Listing
Form and exclusive
mandate
Ensure that price is
right
Search matching
buyers on various
platforms
Post and advertise
listing
Prepare and send
brochure of the
property
Coordinate
Property Showings
Follow-up and
close
Documentation
and Legal
Paperwork
Registration and
move-in processes
Invoice and
customer feedback

8. Property Improvements:
• Sometimes there are improvements required
in a property which make it more:
– Easily Marketable
– Get a higher value
– Widen the market
• For example:
– Painting, repairs and refurnishing
– Getting documents in order
– Making it vaastu compliant

9. Market a listing?
Post it on RE/MAX
portal
Put a yard sign /
Banner
Post it on
Magicbricks /other
portals
Make brochure in
Design Centre
Inform in RE/MAX
Network and
Broker Network
Make a PowerPoint
and put it on
SlideShare
Write a blog on it
and mention
property URL
Make YouTube
video on property
and tag it
Put it on your
Facebook page
Advertise in
newspaper with
property URL
Do postcards
/flyers
Include the listing
in the office
newsletter

10. What to communicate?
• If you have got a 3 month exclusive mandate it
is a good idea to update the customer every
week on :
– Activities you are doing for the property
– Response you have got
– Buyer feedback
– Any changes in offer you propose
• You can give over phone or email

11. Market Conditions
• Balanced market : 4-6 months inventory
• Seller’s market : 2 month supply
• Buyer’s market : > 6 months inventory

12. Is he trading up?
• A buyer’s market is ideal
• A seller’s home was Rs.20,00,000 and based on the current
buyer’s market must take 5% less or Rs.19,00,000, a loss of
Rs.1,00,000. Their next home would have had a purchase
price of Rs.40,00,000, however, due to the buyer’s market
they can buy it for 5% less or Rs.38,00,000 – a saving of
Rs.2,00,000.
• The seller saves Rs.1,00,000 by selling and moving up in a
buyer’s market.
• Now if prices bounce back and go up 5%, your seller will
gain Rs.38,00,000 x 5% = Rs.1,90,000 whereas if they stayed
where they were they would only gain Rs.19,00,000 x 5% =
Rs.95,000. A net gain of Rs.95,000 (double)!

13. Other leads : (Buyer/ tenant)
• Same rules apply:
– Communicate well
– Have a process in place for all kinds of leads
– Ensure that you have exclusive mandate before
incurring a cost
– Maintain proper records

14. Process of Serving a Buyer
Get the details of the
lead
Define deliverables and
explain service
Property Requirement
Form
Understand
Need, Wants, Concerns
and clear requirements
Search matching
property on various
platforms
Post requirements
Prepare and send
brochure of matching
properties
Coordinate Property
Showings
Follow-up and close
Documentation and
Legal Paperwork
Registration and move-in
processes
Invoice and customer
feedback

15. New Projects:
• Some times we get builders who want to market
projects with RE/MAX
• Ideally you should do the following steps:
– Evaluate the project vis-à-vis the price / location
– Is it pertaining to your focus area (geography, price
point, type of property)
– Does the project excite you? If yes then only even
think of exclusive mandate. If no then do open listing
– Donot give false commitments
– Donot waste time if project is not saleable

16. New Projects:
• Exclusive Projects are a huge responsibility
and should be taken carefully.
• Open listing can be taken, but then you should
work on them else sales will not happen
“magically”
• Invest your time and money wisely. Do not
assume that if 50% of scheme is sold, makes it
easy to market remaining 50%

17. New Projects:
• Only 3% of customers who walk in to a
site, close. So if you have other listings in the
same area, probably you can use this walkin
database to sell those listings
• Smaller the builder, will value you more than
larger builders. They don’t have the brand/
advertisement muscle to sell 100% of
inventory, so try to get more commission

18. New Projects:
• One big advantage of having exclusive listing is
that you get all secondary leads of :
– Selling of prospects’ existing property so that he
can buy a new one.
– Resale of flat if he is investor
– Renting of the flat
– Referral from that customer for his friend

19. Focus on
• Building long term relationships
• Doing immediate tasks on hand
• Communicating with customers
• Delivering results
• Satisfying customers
• Keeping in touch with closed customers
• NOT ON
• Commission !

20. THANK YOU FOR YOUR TIME