Presentation Transcript

1. Earning your Customer First Professional Designation from Associate Worx Accelerate your earning potential Increase your customer loyalty Add to your repeat and referral business Build 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
2. Earning your Customer First Professional Designation from Associate Worx Customer First Part 1 of 3 : Voice of Customer Customer First Part 2 of 3 : Six Step Sales Standard Customer 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
3. Understanding the Experience Economy
4. 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??
5. 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?
6. The Six Step Sales Standard Pre-Client Interview Pre-Appointment Drop Off Preparation Consumer Engagement Presentation Marketing Presentation Pricing and Professional Services
7. 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) Average b) Above Average c) Below Average How about your Kitchen, Cabinetry and Countertops? a) Average b) Above Average c) Below Average And how about your Bathrooms and The Master Bath? a) Average b) Above Average c) Below Average And is there anything I should know about your lot Is it oversized? Is there a special view. Water Golf Course
8. 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 convenient and I’ll betcha we can make this a very stress free process! Okay… I’m looking forward to seeing you tomorrow night.
9. 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 successful sale 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 just like yours. I am looking forward to showing you how our technology driven platform aggressively markets your property toward the highest possible price.
10. 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 successful sale 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 just like yours. I am looking forward to showing you how our technology driven platform aggressively markets your property toward the highest possible price.
11. 4 Color Printable Brochure www.customerfirst.com/ Customerfirst You can frequently acquire photographs from a previous marketing campaign If not swing by and snap a couple of shots of the property. The homeowner will be very impressed.
12. 4 Color Printable Brochure www.aemworx.comwww.anniemacworx.com You can frequently acquire photographs from a previous marketing campaign If not swing by and snap a couple of shots of the property. The homeowner will be very impressed.
13. Preparation Mandatory: Customer First Pre-Appointment Preparation Full Service Brokers Price Opinion Credible Loan Analyzer for Sale Complete Listing Documentation Listing Book or PowerPoint Collateral Printed Material Short Sale (if applicable) Destination Property Search Destination Associate Referral(s) Destination Purchase Loan Analyzer Customer Engagement Presentation Marketing Presentation Price & Professional Services “If you don’t bring Loan Analyzer and Destination Properties You are Not a Customer First Associate”
14. 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.
15. The Service Orientation Buyer Service Agreement Seller Service Agreement Short Sale Facilitation Customer First
16. Our Chief Economic Denominator Revenue Production Volume Satisfaction Customer Excitement
17. Achieving Customer Excitement Customer Excitement Seller Realtor Service Contract Effort
18. Hierarchy of Consumer Engagement Housewarming Party!!! A sincere appreciative hug A letter of personal reference 90% or better satisfaction rating A successfully closed transaction Customer First Associate
19. House Warming Party!!! A sincere appreciative hug A letter of personal reference 90% or better satisfaction rating A successfully closed transaction
20. The Customer Excitement Multiplier Client Client Client
21. Workload % 100 80 60 40 20 Traditional Real Estate Agent Current Clients Prospecting For New Business Customer First Associate
22. Workload % 100 80 60 40 20 Customer First Real Estate Professional New Business Service Existing Customer Base Customer First Associate
23. Marketing Presentation
24. Marketing Presentation
25. Marketing Presentation
26. Price & Professional Services Review The Professional Brokers Price Opinion And Demonstrate Your Brokerage Commission Structure To enhance your professional services repertoire… Utilize a Professional Seller’s Estimated Net Proceeds Sheet
27. 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.
28. Earning your Customer First Professional Designation from Associate Worx Accelerate your earning potential Increase your customer loyalty Add to your repeat and referral business Build 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
29. Earning your Customer First Professional Designation from Associate Worx Customer First Part 1 of 3 : Voice of Customer Customer First Part 2 of 3 : Six Step Sales Standard Customer First Part 3 of 3 : Six Step Service Standard See You Monday @ 10:00 am eastern "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