Presenter Title

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 CustomerTo 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 Six Step Sales StandardPre-Client InterviewPre-Appointment Drop OffPreparationConsumer Engagement PresentationMarketing PresentationPricing and Professional Services

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-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 youll 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 Ill betcha we can make this a very stress free process!

Okay Im looking forward to seeing you tomorrow night.

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-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

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/Customerfirst4 Color Printable BrochureYou 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 PreparationFull Service Brokers Price OpinionCredible Loan Analyzer for SaleComplete Listing DocumentationListing Book or PowerPointCollateral Printed MaterialShort Sale (if applicable)Destination Property SearchDestination Associate Referral(s)Destination Purchase Loan AnalyzerCustomer Engagement PresentationMarketing PresentationPrice & Professional ServicesIf you dont bring Loan Analyzer and Destination PropertiesYou are Not a Customer First AssociateMandatory: Customer First Pre-Appointment PreparationConsumer Engagement PresentationThis 5 Minute Presentation focuses on the HEART of The Matter!

As is the case with our nations most extraordinary enterprises.

This brief presentation aims to transcend the commoditized serviceand dwells on consumer engagement as a differentiation.Customer First

The Service OrientationBuyer ServiceAgreementShort SaleFacilitationSeller ServiceAgreement16Out Of Touch, Out Of BusinessOne way to keep the innovation cycle going is to bring in an external agency, to show a company how to reconnect with its customersClick: One such agency explains that it is relatively easy to generate new ideas the challenge is in their implementation. Their methodology is to focus exclusively on a companys customers to discover unarticulated needs that might represent new business opportunities. Often, the agency will analyse a companys own market research but look at it in a different way using lateral thinkingClick: For example, a pest control company had done some research into its customers attitudes to household pests. Some took a master and dominance, approach, wanting to kill everything in the vicinityClick: Others preferred precision and control only looking to remove specific targetsClick: A third group prioritised care and comfort and were most concerned about the effect of toxic chemicals on their homesClick: So the agency interviewed a major-general in the British army for insights into the master and dominance mindsetClick: A clockmaker for precision and controlClick: And a Harley Street nurse for care and comfortClick: It used their best practices to provide a fresh perspective16

Our Chief Economic DenominatorRevenueProductionVolumeSatisfactionCustomer Excitement

Customer First Associate17Out Of Touch, Out Of BusinessMarketers say this cycle has four formal stages: introduction, growth, maturity and declineClick: During the course of the lifecycleClick: New products and services have to be introduced at exactly the right time to generate new revenue, as sales of old products begin to dropClick: Initially, many companies are highly innovative with very little formal processClick: But the difficulty is that, as a company grows, its appetite for innovation tends to decline. Process-driven people will inevitably dominate the organisation, with a specific remit to concentrate on core activities and make them more efficientClick: Innovators can become frustrated in this new environment and leave to start their own enterprises. Their loss is not felt immediately if market conditions are good but, if a company loses touch with its customers in a recession, decline soon follows.17Achieving Customer ExcitementEffortSeller

Realtor

ServiceContract CustomerExcitementCustomer First AssociateExceeding ExpectationsIn any contractual relationship there are often service level agreements and key performance indicators that essentially set the level of effort expectedClick: At the start of the contract, the effort that you require your supplier to put in meets that expectationClick: However, over time, you may need your supplier to increase the effort that they put into the relationship, but due to the contractual limits they may not be willing to do this, which can cause problems for your organisationClick: However, with ANOther, we work to get the job done, rather than working to the contract and so not delivering, but relying on the contractual termsClick: And so as a result work closely with you to ensure that you are satisfied and that we deliver to meet your needs, ultimately driving greater levels of success for both partners

Hierarchy of Consumer Engagement A successfully closed transaction 90% or better satisfaction ratingA letter of personal reference A sincere appreciative hugHousewarmingParty!!! Customer First AssociateNetworking TrainingIn any organisation, there are often very different individuals within the sales teamClick: Some people are natural networkers and are forever bringing in new clients. For others, attending a networking event is second only to root canal work.Click: The solution is often as easy as delivering some simple confidence-building trainingClick: Which explains to them that some people are not best suited to go hunting for new business, they are better suited to go farmingClick: Finding opportunities in their existing client base and adding value to existing contracts

19

A successfully closed transaction 90% or better satisfaction ratingA letter of personal referenceA sincere appreciative hugHouseWarmingParty!!! ClientClientClient

The Customer Excitement Multiplier21Vendor NeutralMaster Vendor arrangements with a single vendor, can often result in problemsClick: With sub-contractors under a master vendorClick: The master vendor usually receives the bulk of any work, with only small elements farmed out to sub-contractors when requiredClick: This results in less effort or lower quality on the part of the sub-contractors as the work is not as valuable to themClick: With neutral vendor arrangements, there is no bias towards any individual vendorClick: And so each vendor can provide an equal share of the workClick: Resulting in high quality services from each vendor and so ensuring overall success in the relationship

21

Traditional Real Estate AgentProspectingFor New BusinessCurrent Clients100Workload %80604020Customer First Associate m62 visualcommunications22Capacity To DevelopStrong desire to develop capacityFeeling that there isn't enough capacity to do thisNeed to bring in people new to the business for much development workUnderstandably, no spare capacity 'waiting around' to pick up new projectsBut difficulty in doing 'important but not urgent' work when everybody is doing a day jobQuestion around resourcing of developmental work

Customer First Real Estate ProfessionalServiceExisting CustomerBaseNew Business100Workload %80604020Customer First Associate m62 visualcommunications23Capacity To DevelopStrong desire to develop capacityFeeling that there isn't enough capacity to do thisNeed to bring in people new to the business for much development workUnderstandably, no spare capacity 'waiting around' to pick up new projectsBut difficulty in doing 'important but not urgent' work when everybody is doing a day jobQuestion around resourcing of developmental work

Customer First AssociateMarketing Presentation

Marketing Presentation

Marketing Presentation

Price & Professional ServicesReview The Professional Brokers Price OpinionAnd Demonstrate Your Brokerage Commission Structure

To enhance your professional services repertoire

Utilize a Professional Sellers Estimated Net Proceeds SheetAs 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