Revised 1/1/17 CENTURY 21 Gold

POLICY AND PROCEDURE MANUAL

VISION STATEMENT

CENTURY 21 Gold will provide professional and knowledgeable service to our customers and clients. All the agents and staff of our Company will conduct themselves with ethics, honesty and integrity toward our clients, each other and all members of the real estate community.

We will never waiver from the ideal that “you still matter” and will maintain the highest level of skill and service to all we are privileged to help.

PREFACE

Each of us has chosen our career for various reasons. Real Estate is a most rewarding choice on many levels. The gratification gained from satisfied clients many times matches the financial rewards. A career in Real Estate also offers you the opportunity to be paid in relation to your efforts, to be your own boss, to regulate your own working hours and to provide future security through personal investment.

The most successful agents follow a plan to assure success. This plan includes a financial goal, time management, a desire to learn the profession, a positive mental attitude and enthusiasm. Training is important. You should strive to learn all you can about our industry. With smart work, you will succeed. Your efforts, combined with knowledge, experience and the tools provided by CENTURY 21 Gold, can provide you with a rewarding lifestyle.

The purpose of this manual is to set forth basic policies and procedures utilized by our company. As Independent Contractors, we require only that you adhere to the laws governing the practice of real estate in PA, the Code of Ethics of NAR, and the regulations set forth in the multiple listing services of which you are a member. We strongly encourage you to participate in all events arranged by the Company or through the Company to enhance your professionalism.

Additions or corrections to this Policy and Procedure manual will be made technologically, and you are requested to update your copy so that it remains a living, current document. You may always request a written copy for your convenience.

The owner of Century 21 Gold and its President is John M. Herman, Esq. The Managing Partner is Paul W. Ernst. The Broker of Record and Vice President is Gabrielle J. “Wink” Dietrich, and the Director of Training and Relocation is Teri Goodin. These four people are your Management Team. In some instances agents may be referred from one party to another. The owner, broker, management and support staff are here to help you. We maintain an open door policy and will make ourselves available to you. We adhere to the policy of mutual respect. Any problems that arise during the course of your affiliation with the Company should be brought to the attention of management so that your questions or concerns are handled in a timely manner.

Our success as a Company depends on your success as an Agent, and we are dedicated to service to the clients and service to the Agents who make our company “Gold.”

USE OF THE MANUAL

Items and procedures in this manual are in alphabetical order for convenience of all parties.

ADVERTISING

Advertising placed through the Company will be done in compliance with the rules of the RE Commission, the licensing laws of PA., and the requirements of our Century 21 franchise agreement.

The policy of this Company is that all advertising shall be placed through the Marketing Administrator. Any repercussions from any advertisement placed by an agent other than through the Marketing Administrator will be the sole responsibility of the agent.

Agents may, with written permission of the listing agent, advertise properties that are not their listing. When a prospect calls in on a sign, the receptionist will send it to Lead Router.

If a call comes in and an agent’s name is mentioned, that call will go to that agent unconditionally. If the agent asked for is not at the office, and the caller requests to speak to another agent, the receptionist will give the call to the agent on duty with an explanation that the caller belongs to the agent requested by the caller.

Agents are not to interfere with receptionists’ handling of ad calls .

AGENCY

Company adopts the written policy identifying and describing relationships in which licensees may engage in business with sellers, landlords, buyers or tenants, as set forth in the Consumer Notice.

The company acts as a seller agent or as a buyer agent through written listing agreements or written buyer agency agreements or other written agreements for brokerage services with consumers. Agents cannot, by regulation, and will not be paid a commission without a written agreement with a client.

In acting as a listing agent or buyer agent, the Company acts as an agent for the client as defined by the Statutes of Pennsylvania and per the duties and obligations of a licensee, agent of a seller, or agent of a buyer as specified by the Statues of Pennsylvania.

The Company adopts the additional policy of appointing designated licensees as agents for the seller or buyer pursuant to the Statues of Pennsylvania. Therefore, our company practices designated agency. In the event that a licensee is the designated agent of both the seller and the buyer, that agent shall be a dual agent and is required to comply with the provisions of the Statutes of Pennsylvania governing dual agents and the Company’s policy regarding dual agents.

In situations where the buyer and seller in a transaction are both clients of Company, the Broker of Record is a dual agent.

The Company does not practice subagency, nor does it encourage agents acting as Transaction Licensees, where the agent does not represent the consumer in any capacity. Agents are encouraged to review with a member of the Management Team the details of any situation in which a transaction licensee relationship is considered . Agents are required to use the Transaction Licensee Contract in these situations and must be a Transaction Licensee for both the Buyer and the Seller. Agents cannot represent one party and be a Transaction Licensee for the other. In these instances, the party not represented by the Agent would be an unrepresented consumer and Agent would use a Non-Representation Acknowledgment or a Broker Fee Agreement form. A minimum commission of $1,000 is required for transaction licensee transactions.

Agents may not access any listing or sale file for which they are not the designated agent. Because of the confidentiality required in a fiduciary relationship, agents must respect the protected information of clients of the office. Agents shall not enter the files, or the personal desk space, of any support staff or agent in the company. Agents requiring any information from any file must request it from support staff; no information of any kind may be removed from the main office file. Agents may not remove any information from any other agent’s mailbox for any reason.

No file may be removed from the office for any reason other than settlement.

When posting sales on the production boards, no sale price will be noted.

AGENT OWNED COMPUTERS, CELL PHONE, ELECTRONIC DEVICES

Agent owned devices are the sole responsibility of the agents. Company is not responsible for uploads, maintenance or repairs. Agent devices must be virus protected.

AGENT OWNED PROPERTIES

Agents are expected to list properties for sale if they own properties, including investment properties, but Company recognizes opportunities will present themselves to agents for purchase and sale of properties that will occur outside the Company.

To qualify for the additional commission to agent benefit program for agent owned properties, Agent must be affiliated with Company for a minimum of one year. If after one year, Agent has accumulated the required number of settlements listed below, either for properties purchased or sold, Agent will be paid the additional commission due to them under the agent benefit program for agent owned properties.

If an agent buys a property for his personal residence or as an investment property, Agent’s commission split will be a minimum of 75% or greater if their commission plan warrants it, if agent has elected the accelerated commission split plan . To qualify for this increased percentage, Agent must have settled 7 units of business during a twelve-month look-back period.

If an agent lists his personal residence or an investment property he owns for sale, and the property is sold and settled, Agent’s commission split will be 75% if Agent has elected the accelerated commission split plan. To qualify for this increased percentage, Agent must have settled 7 units of business during a twelve-month look-back period

This increased percentage of commission split will be paid to Agent on one side of the transaction only.

In all events, a minimum of $500 in company dollar is policy.

AGREEMENTS OF SALE

Company will utilize the PAR standard form for agreements of sale. All documents necessary to complete the agreement of sale file will be found in the agreement of sale packet or by accessing the agreement of sale forms from the intra-office message board. In addition, the PAR agreement is available on Zip Forms. Agents are reminded that estimated closing costs must be signed by the Buyer and Seller PRIOR to signing the agreement of sale.

No inspections or title searches will be ordered by Front-End Settlement Department without a signed copy of the Authorization of Certs and Title form.

ALCOHOL/DRUGS

Wishing to support those individuals participating in a Recovery program for alcoholism or drug addiction, Company will support time off for affected individuals to attend meetings or other reparative therapy with the knowledge and encouragement of the Management Team.

It should be clearly understood that use of alcohol in the office or engaging in any real estate activity while under the influence of alcohol is strictly prohibited. Individuals violating this policy are subject to termination.

ASSESSMENTS

Agents may want to check information relative to assessments or recent appeals. To do so, agents may go to www.countyofberks.com. On the right side of the page agents will see a drop down box for departments-select “assessment.” Proceed to “parcel search.” It gives you 4 ways to find your property address. It will give you a detailed report on the property in questions. To print it, hit Ctrl P. This information is often more current than what agents might find in the Trend/Bright public records.

ATTORNEY REPRESENTATION

Agents are reminded to include in the file the names of any attorneys representing either buyer or seller clients or customers. Agents may never give legal advice to a consumer or client, nor should an agent advise a client or customer not to seek legal counsel.

If an attorney contacts an agent with a potential problem, please have the attorney contact a member of the Management Team. No documentation of any kind should be signed on behalf of the Company or the clients by agents.

Any potential lawsuit should be brought to the immediate attention of the owner or the Broker of Record.

In the event of a lawsuit that will be handled through our errors and omissions insurance carrier, counsel for the insurance company will handle our defense.

AUCTIONS

In rare situations sellers may request an auction of their property. All auctioneers handle these situations differently, and agents in these situations should contact a member of the Management Team. With regard to internet auction sites, agents are required to be trained by the Director of Training with regard to the process for uploading agreements and proper documentation and compensation.

AWARDS

Company will follow the guidelines from Century 21’s Master Program for giving awards. In addition, Company will award yearly Company production awards, plus any additional production or service awards at its discretion.

BILLING

Controller is not permitted to alter policy or pay agents other than as is set forth in policy except as advised in writing by a member of the Management Team.

Bills are due on the day they are emailed to Agent which may be from the 1 st to the 5th of any given month, but are not considered late until after the 15th of each month. Late fees will be calculated at 18% per annum on balance due. Bills are expected to be paid each month and may not be held for deduction from settlements no matter what commission plan Agent has selected.

Once Agent bills are emailed, any amount due the Company by an Agent will be deducted, in full, from Agent’s settlement, with no regard to settlement date. Agents must provide either a credit card or debit card information for Agent bill payment to avoid late charges. In addition, any Agent bill that is not paid within 30 days of the date of the bill, will be applied to the credit card provided by Agent. As with all policies within the company, should Agent experience a reason that prohibits their ability to pay their monthly bill within the 30 day period, Agent is encouraged to approach Management which will help to resolve the issue on Agent’s behalf. Agents may be charged at the discretion of the Controller for any excessive amount charged back to the Company for use of a credit or debit card to pay their monthly bill to Company.

BUSINESS PLAN

Upon affiliation with Company, Agent is offered the opportunity to create a Business Plan with Broker of Record. This is a service provided to Agent as an Independent Contractor.

CAREER APPAREL/PERSON PROMOTION ITEMS

Agents are encouraged to wear Century 21 career apparel. Marketing Administrator and IT can assist agents in ordering career apparel, business cards and items of personal promotion, but orders must be prepaid.

CITY OF READING ORDINANCES

Zoning: When taking a listing in the city, proof of the property’s permitted use under the existing zoning is required.

Certificate of Transfer: A Certificate of Transfer is required for all properties marketed for sale in the City, and a copy of this Certificate is given to all Buyers. Properties will only be marketed, including in Trend/Bright and in any offline marketing pieces, with the number of units reported in the Certificate of Transfer. Certificates of Transfer expire after 6 months and must be updated.

Each agent receives a list of the applicable ordinances in the City of Reading, and it is the responsibility of the Agent to make sure their clients, both sellers and buyers, have a copy of the ordinance requirements.

Water Meter Inspection: The listing agent for a property in the City is responsible to order a water meter inspection, and the owner of the property or Agent must be present for the inspection. Be aware of the city’s timeline requirements. If you sell a city property, it is prudent to check with the listing agent to make sure they ordered the water meter inspection. The title company will require it for settlement to occur.

CREDIT REPORTS

The company does not pull credit reports for sellers or buyers; however, property managers pull credit reports for prospective tenants but only through the AppFolio property management software system.

COMMISSION DISBURSEMENT

Agents may arrange with the Controller to have payments of commission directly deposited to their accounts. Payments will be posted the day after the settlement has occurred and should be in the Agent’s account within two (2) business days.

COMPUTER USAGE AGREEMENT

All agents will be required to sign a Computer Usage Agreement which must remain in effect during their entire term of licensure with Company.

DEPOSIT MONEY

Earnest money deposits are required to be deposited to the Company escrow account within one business day of the execution date of the agreement of sale.

Earnest money deposit checks dated within thirty (30) days of the settlement date on the agreement of sale must be a certified check or a cashier’s check (as stated in the agreement of sale).

If deposit monies are to be placed into an interest-bearing account, it must be so stated in the agreement of sale, together with to whom the interest will be credited at settlement. A W-9 form is

necessary to put money into an interest-bearing account. The Patriot Act also requires the Date of Birth for all persons named on the account

Deposit funds for agreements are processed as follows: Escrow deposits are only handed in to the Settlement department for agreements on our Company listings. Deposits for other company’s listings will be forwarded by the Agent to those companies as per the conditions on the agreement of sale. Escrow deposit checks, and a photo copy of it, are only handed in to the Settlement Department, with a fully executed agreement of sale and a complete agreement file. They are never handed in for “safekeeping” prior to the file being submitted, and they are never given directly to the Controller. Customer and/or clients should be advised that escrow deposits will be processed through the escrow account within the required one-day period; therefore, funds must be readily available. Customers and/or clients should also be advised that their check may be converted into an electronic transaction.

DEEDS

When utilizing the deed search online (www.co.berks.pa.us/recorder) agents can see the deed for the property in question and can see the recorded mortgages. However, agents will not be able to tell if the mortgages are satisfied or not (at least not in all cases). There is a charge to print deeds from this site.

Agents are responsible to provide a copy of the deed when listing a property which should be handed in with the listing file, and agents are responsible to provide a copy of the deed when handing in an agreement of sale file. Agents can request a copy of the deed from the title company with which they usually do business. Agents can also request a copy of the deed be ordered by the Listing Administrator for listings or by the Settlement Department for agreements.

DESK POLICY

Agents of Company may elect to be assigned a desk . No Agent may select and occupy a desk during any period in which they pay no monthly fee. Agent must generate at least two settlements within the first 9 months to retain desk space. Subsequent to the 9 month probationary period, Agent must generate 2 settlements or more every six months to retain desk space. Agents who generate a minimum of $15,000 in gross closed commissions during any six month period may retain desk space with no minimum number of transactions required.

Agents, both full time and part time, who do not have an assigned desk may work from the hotel stations in the building. No personal belongings of any Agent may be left in these areas. Under no circumstances may Agents work from the computer of any support staff or management person. The

computers in the Director of Training’s office are for training purposes. They are not part of the hotel desk space available to agents.

Agents should not move from their assigned desk space without prior approval of management.

Costs incurred for desk space will be set forth in the Commission Plan selected by each Agent.

DO NOT CALL

The Pennsylvania Telemarketer Registration Act, 73 P.S. ss 2241 is strictly complied with by this company. Agents and staff of Company are required to check the Do Not Call registry by going on to 21 online, going to the Tool bar, proceeding to “Do Not Call Sentry” and entering every number you wish to call for a consumer with whom you do not have an existing business relationship. You may enter numbers for the following area codes: 610, 2125, 717, 484, and 570. For any number outside these five area codes, if you do not have an existing business relationship with the consumer, and you cannot determine if they are on the DNC, you are prohibited from calling them. The Bureau of Consumer Protection enforces the DNC with diligence, and Company will do the same. Any agent or staff member needing further instruction as to access Do Not Call Sentry can see any member of the Management Team or find a guideline in the Single Forms drawer.

DOT DISTRIBUTION

Dot distribution is a system for Agent production awareness of new business written, calculated as follows:

1 dot for a listing (no dot under 90 days)1 dot for a listing sold1 dot for each agreement of sale1 dot for each transaction sale signed by both parties1 blue dot for a buyer agency contract, exclusive or non-exclusive. Buyer agency contracts must be turned in within three (3) days of execution of an agreement of sale or seven (7) days prior to settlement to qualify.

All dots will be tallied each month to determine the Top 21% of the agents of the company. Blue dots will not be considered with determining the Top Producer for each month. In determining the Top 21, however, blue dots will be considered.

Agents will be given only one (1) blue dot for a buyer agency contract to prevent a duplication of dots when a buyer agency contract is handed into the Settlement Department prior to handing in an agreement of sale file.

DRESS CODE

It is the philosophy of the Company that Agents should dress in a professional, business manner. Agents may wear acceptable Business Casual attire when dealing with customers and/or clients. Agents may wear casual attire in the office when no interaction with customers and/or clients is anticipated. Agents not dressed in Business Casual attire, however, will not be given walk- in customers.

DROP BOX

There is an after-hours drop box at the front of the office building which may be utilized for anything, including rent payments for the Property Management Division, which clients or co-op agent might deliver to the office after normal business hours.

DUTY POLICY

All agents who have completed their initial training with the Director of Training and have been cleared as competent to handle phone duty may submit their names to the Managing Partner for scheduling.

Consumers or clients who call the office requesting to speak to a specific Agent will be transferred to that Agent; these calls will never be transferred to another Agent.

There will be no Agent on phone duty from Monday through Friday from 8:30 to 6:00 PM. All calls coming into the office during those hours will be handled through the Lead Router system. In the event a consumer calls the office during these hours and requests an Agent immediately, an Agent in the office will be assigned this duty call. In the event no Agent is available, these calls will be handled by management and an appropriate agent assigned to the consumer.

Agents who select phone duty opportunities Monday through Friday after 6:00 PM or during the weekend will be scheduled by the Managing Partner. This duty time may be taken from outside the office, and either the Broker of Record or the Director of Training and Education will be monitoring the results of these duty opportunities with the Agent. It is recommended that Agents who accept phone duty have access to Trend/Bright and be available to handle consumer inquires competently and expeditiously. Either the Broker of Record or the Director of Training and Education will be monitoring the results of these opportunities with the Agent. Agent must have one (1) settlement every four (4) month period to remain on phone duty.

Company reserves the right to remove any agent from phone duty if Agent does not handle calls with competency or is unavailable during the time slots Agent has selected.

ELECTRONIC LOCK BOX KEYS

There is no electronic “office” lock box key available to Agents for any associations which require one for access to listings. Agents who would like their own electronic lock box key should obtain an application from IT.

Showings for properties listed in the counties that utilize electronic lock boxes must be made by calling the showing number in the MLS information; they cannot be scheduled electronically.

EMAIL

Agents will be assigned a personal, Company email address. Agents are encouraged to check email frequently throughout the day. Leads, showings, etc., will be sent to the Company emails, as well as customer and client requests, etc.

ERRORS AND OMISSIONS INSURANCE

Company maintains Errors and Omissions Insurance, and Agents are covered under this Policy, a copy of which can be obtained at Agent’s request. Agent’s choice of Commission Plan will determine whether any cost for coverage is incurred by Agent. Our policy contains a deductible of $5,000 per instance, and the cost of the deductible will be split with the Agent based on the Agent commission split with Company.

If any agent engages in illegal or unethical behavior or any type of criminal behavior that errors and omissions insurance will not cover, Agent will pay 100% of the cost to defend and 100% of any judgment awarded from such illegal activity. Agent will be subject to termination.

Any claim or potential claim must be reported to our insurance carrier immediately, and any such possibility must be reported to Broker.

ESTIMATED CLOSING COSTS

PA law requires that buyers and sellers receive an estimate of closing costs prior to the signing of the Agreement of Sale. This estimate must be dated and signed by the client and must be dated prior to or on the same day as the agreement of sale, and a written copy must be retained in the file on the transaction. Any changes to this estimate during the transaction or negotiation must be dated and initialed to reflect the changes.

Company acknowledges that lenders provide estimated closing costs to buyers; however, Company requires Agent to provide closing costs that are signed by the clients, dated prior to the agreement and retained in the file. Lenders do not always include all the cost of conveyance in their estimates. Agents are responsible to be sure that all charges are reflected on the lender estimate of closing costs in the event that cost sheet is used.

ETHICS

The Code of Ethics of the National Association of Realtors will be the cornerstone of ethical standards for Agents of Company.

Agents may not write Installment Land Contracts or Installment Sales Agreements, as this constitutes the illegal practice of law per the attorneys for PAR. Agents should review any transaction with Management in which an ILC or ISA will be utilized prior to writing an agreement of sale utilizing this purchasing option. An attorney must prepare the Installment Sales Agreement, and clients must consult their tax accountant regarding tax ramifications of entering into a contract of this nature.

NAR has revised the Code of Ethics as per Standard of Practice 1-15. Agents must ask two questions to determine if there are other offers with which they are competing. The first question is “Are there other offers on this property?” The second question is “What is the source of the competing offers?” Agents are reminded that there is no confidentiality with regard to terms of offers; listing agents may disclose terms to co-op agents, unless a confidentiality agreement has been executed by buyers.

Standard of Practice 1-12 prohibits registration or use of URLs or domain names that present less than a true picture of agent’s involvement (you cannot use a domain name that is a common misspelling of a competitor’s name or based on a competitor’s name. You can use a geographic area if you actually work in that area and it accurately reflects your business.)

Agents are reminded that the Code of Ethics requires all contracts be kept current, and this is the sole responsibility of the Agent.

EXPIRED LISTINGS

The Marketing Administrator will contact Agent as to the disposition of these listings prior to expiration.

Expired listings reflected in the daily Trend/Bright hot sheet may be pursued by any agent, regardless of the listing office. Company requires a courtesy call within 48 hours of the expiration date to the original listing agent if that agent was a Century 21 Gold agent.

The Code of Ethics prevails with regard to discussion of any agent’s prior involvement with any client or customer.

FHA AND VA MORTGAGES

In utilizing FHA and VA mortgages, Agents are required to be informed as to the viability of these programs both for the properties they have listed, the buyers they represent and their ability to qualify for them.

FACILITIY

It is important for each agent to understand that the facility is for everyone’s use. Should agent have customers or clients that leave coffee cups, soda cans, etc. in a room, agent is responsible for leaving the room in the proper condition. The office must always remain a professional environment in which to conduct business.

No vendor information is permitted in the lobby.

No chairs, signs, boxes or filing cabinets may be placed in the aisles in any part of the general agent or top producer areas of the office.

Smoking is permitted only in the designated exterior areas of the office. Nothing may be discarded in the parking lot.

Agents shall use designated areas in the buildings for breaks and meals. Agents are expected to keep these areas clean, discard debris and return all food items to proper storage areas, such as cabinets or refrigerators. No food items or beverages shall be consumed at the Company computers or hotel station areas .

The general work areas are for agents. Vendors of any kind are expected to remain in the receptionist area. Agents are to meet clients in conference rooms, not at their desks. Agents are not permitted to use conference or training rooms as their personal work areas.

Kitchen refrigerator is for the convenience of Agents. Only one day’s supply of food should be stored in the refrigerator at a time, in order to provide space for utilization of the refrigerator by all Agents and Staff of Company. Agents may not take telephone calls or work in the kitchen area.

Agents may not work in the conference rooms.

Agents may not congregate in the reception area.

Agents may not use speaker phone capabilities to the detriment of other agents’ ability to work undisturbed. Agents should respect others in the building by keeping their voices, their language and their conversations appropriate to a business environment.

Family members, including children, of agents are welcome in the building; however, children must remain with the agent at all times. Children causing any disturbance will have to be removed from the facility if their behavior interferes with the quiet enjoyment and professional atmosphere of the facility.

Pets are prohibited from the office with the exception of the pets of the owner.

FEES

Fees incurred by agents depend on the Commission Plan selected by each agent.

FILES:

In order to comply with the requirements of law, and in order to adhere to our fiduciary responsibility to our clients, required documents and information shall be supplied.

A Phase Sheet must be filled in when files are handed in to enable the support staff to facilitate the files properly.

Broker of Record, through the Zip deficiency report, will be advised of documents missing from files at the time files are handed in. Agents will receive this same electronic notification until the missing document is handed in or the task addressed in the deficiency report is completed.

Agents who desire to keep their own files are reminded that all pertinent information, including but not limited to, contracts, addendum, emails, and memos, must be turned in to the appropriate administrator or staff.

Any missing document, as indicated on the settlement checklist as required, must be in the post-settlement file before Agent commission checks will be issued.

Post settlement files will be scanned and stored for the required three (3) year period per the PA Real Estate Commission. The paper file on the transaction will be kept for a minimum of two (2) years.

FINE HOMES AND ESTATES

A property must be $500,000 to quality as a Fine Homes and Estates property. Agents must also qualify for this designation.

FORMS REQUIRED BY LAW

In the practice of real estate in PA, certain forms are required by law. Inspectors from the PA RE Commission are permitted four random inspections per year to ascertain that these documents are in each and every file. To protect the Company and Agents, Company will enforce this requirement.

Consumer Notices are to be signed by consumers and Agents at the Initial Interview.Buyer Agency Agreements are to be signed by consumers to establish the relationship of agent to consumers at the initial interview Listing contracts are required to be signed by all parties in title. Listings will not be processed until

all parties in title have signed. Listing cannot be processed until fully executed. Estimated closing costs, signed by the Sellers, are required at the time the listing contract is signed.Estimated closing costs are to be signed by both buyer and seller prior to the signing of the Agreement of Sale. There are no exceptions to this.Lead Based Paint forms, signed by buyer, seller and agents, when dealing with properties built prior to 1978, are required. Only the proper line on the form with regard to reports is to be initialed Agent are reminded that this is a National law and no clients are exempt. Agents will not be paid commissions on settled transactions until all forms required by law are in the files post closing, properly executed by all parties. FRONT DESK AND RECEPTION AREA

Agents may not take personal phone calls or use the reception area to conduct business of any kind.

Agents are not permitted behind the front desk for any reason whatsoever. Agents are advised that no disruption of the receptionists’ work or time will be tolerated.

Agents are reminded that any conversations in the proximity of the front desk and reception area can be heard by anyone in that area, so proper business protocol is required. Management will address this with Agent if this policy is not respected.

Agents are restricted from using the computers in the front desk area.

HOME IMPROVEMENT CONSUMER PROTECTION LAWThis law requires all home remodeling contractors be registered as of 7/1/2009 with the PA Attorney General’s office. Agents may not refer any unregistered contractors to clients and/or customers. Contractors should be able to produce their HIC#. Office will not incur any responsibility or liability under any circumstances for work done or payment to any contractors referred by Agents of Company.

HONESTY

It is the explicit policy of the company that agents and support staff handle others with honesty and integrity. Agents are aware that fairness is due only to the client, but honesty is due to all parties in the transaction. Please refer to the requirement of agents to disclose material defects in listing contracts and agreements of sale.

IN-OFFICE COMMISSION SPLITS

Whenever a seller or buyer is working with more than one Agent, Agents must agree in writing as to how the commission is split. No agent has the unilateral right to alter this form once it is signed by the agents splitting the commission.

In case of conflicts, Management will help in dispute resolution.

Agents shall not make agreements with persons outside the office except through the referral system or with prior endorsement of Management.

Agency and fiduciary responsibility will be strictly respected. Agents may not talk with the client of another agent, as required by the licensing laws of PA.

In the event an Agent receives a call, however inadvertently, from the disgruntled client of another Agent, that Agent shall not discuss the complaint with the client but shall immediately refer the matter to a Member of the Management Team.

INVESTMENT PROPERTIES

All listing or sales of investment properties should have a current APOD (Annual Property Operating Data) sheet plus the signed copy by the seller verifying the accuracy of the income and expense figures.

JOB DESCRIPTIONS and TASK RESPONSIBILITIES

A copy of the Task Responsibility Report will be given to Agent during their initial orientation conference with Company.

Agents will be advised of any changes to the task responsibilities

LEAD ROUTER

Company will use Lead Router to disperse leads. Leads that come into the office on specific properties will be placed into Lead Router by the receptionist and be directed to the listing agent, unless the Agent has indicated Agent does not elect to work with Buyers. If the agent is in the office, that lead can be passed directly through to the agent. Lead Router training through Century 21 is necessary in order to be entered into this system.

Lead Router will be administered by the Director of Training. Broker of Record will review prospects from Lead Router as part of the monthly business plan review or at any other time deemed necessary by Broker of Record.

Agents are required to have one settlement in every four (4) month period to remain on LeadRouter. Management reserves the right to remove any agent from Lead Router who proves deficient in the handling of consumer inquiries or lead management.

LISTINGS

When handing in listings, Agents are advised that staff may not fill in the Trend/Bright information sheet for Agents. No listings will be submitted to Trend or any MLS system without pictures; no exceptions unless approved by Management.

The listing packet contains both the pre-printed listing agreement and the PAR listing contract. They are both put into the packet for the convenience of Agents to use the contract with which they are most comfortable. However, only use one. Under no circumstances have your clients fill out both.

The listing packet will contain the Lead Based Paint disclosure form (LPD). If your listing was built prior to 1978, the seller should fill this form out at the time of the listing. This form will be uploaded to Trend, along with the SPD, at the time of the listing.

The minimum protection period in the listing contract is 180 days.

Agents will be advised of new Company listings through the Trend/Bright hot sheet.

During the term of the listing, if a price reduction is given, Agents should have the original estimated closing cost changed, dated and initialed. If during the term of the listing changes are made to the property, Agents should have the original SPD amended, dated and initialed. The Listing Administrator will have staff upload the amended SPD to the proper sites.

Listings must be submitted to Trend/Bright within three (3) days of the date signed or the effective date.

Agents are advised that Trend/Bright does not permit (nor does the Code of Ethics) Agents to use any information, including pictures, from another agent’s expired listing. All information must be obtained by the listing Agent. In addition, all pictures must be current pictures of the property showing the condition of the property at the time of the listing.

If Agent’s listing expires, Agent has only 7 days after expiration for a listing to be “extended.” After that, Agent must do a whole new listing agreement. The listing cannot be put back on the market after that period of time.

LOCK BOXES AND SIGNS

Company has a sign technician who will install and remove signs from listings within our target area. When a listing is turned in by an Agent on the accelerated commission menu only, Company will arrange for a sign to be placed on the property. When the property is sold, the Marketing Administrator will arrange to have the sign removed. Agents should return lockboxes after settlement; otherwise agent will be charged for the cost of the lockbox. If the listed property is expired or withdrawn, the Marketing

Administrator will arrange to have the sign and lockbox removed. If a sign is missing from a property, Agent will be charged for the sign. If a lockbox is missing, Agent will be charged for the lockbox.

Gold posts and frame signs will be purchased by Company or by Agent, depending on the commission menu selected by Agent. If for any reason Agent transfers a lockbox from one property to another, it must be registered with the Marketing Administrator. The Marketing Administrator will monitor and register when lockboxes are taken and returned.

Each lockbox will be individually coded at the time of the listing. The combination will be given only to the Showing Center.

Lockboxes may be signed out with the Front Desk at the time of the listing appointment, but Agent shall advise the Front Desk when the lockbox is in use for that particular listed property.

It is Agent’s responsibility to report any status changes to the support staff immediately so that the support staff may institute the appropriate procedures, including the removal of a sign if necessary. Agents will be charged for any lost signs. Any problems with signs being altered, stolen or misplaced by the consumer must be reported immediately to Management.

When an Agent leaves the Company, all lockboxes issued but not returned will be billed to the Agent’s final invoice unless it is on an active listing which remains with the Company.

Agents will be contacted weekly with regard to sign removal by the Listing Administrator for any listings that are expiring or properties that are settling. Agents are advised to stay current on their listing expirations so that delays in extending listings do not occur. Agents are required to advise Settlement Departments of any settlement date changes.

MLS SYSTEMS OTHER THAN TREND/BRIGHT:

Company can place listings from Berks County in MLS systems other than Trend/Bright if the individual listing agent does not belong to these MLS systems, but they will be in the name of the Broker of Record. An email address will be linked to these listings that will allow all inquiries to be directed to the listing agents either by forwarding the email or by LeadRouter. These listing will be submitted only to the MLS which services the county adjacent to the county in which the listing is located. There is, however, no requirement to put listings in an MLS other than Trend/Bright. Agents who work predominantly in a geographic area that is covered by an MLS system other than Trend/Bright are strongly encouraged to personally join that MLS system in addition to Trend

Even though a link exists to schedule showings electronically, it is the Company policy that Agents are NOT permitted to set up any electronic showings in these three MLS systems. Agents must call the showing appointment phone number for that particular listing to set up showings, and the showings can be set up in the agent’s name.

Schuylkill County (Navica) – agents can log into the MLS from anywhere with the log in information on the agent message board. Agents cannot schedule showings electronically; they must call in, but the showing can be scheduled in the agent’s own name.

Lancaster/Lebanon Counties (FLEX) – Agents can log into the MLS from anywhere with the log in information on the agent message board. Agents cannot schedule showings electronically; they must call in, but the showing can be scheduled in the agent’s own name.

Lehigh County (LVAR) – Agents must be in the Gold office building to be logged into the MLS by a staff administrator. Agents cannot schedule showings electronically; they must call in, but the showing can be scheduled in the agent’s own name.

MAIL

All flyers, mailers, postcards, etc. should be approved by a Member of the Management Team or the Marketing Administrator before being mailed or delivered.

Company will pay for the first promotional mailing for new agents as approved by Management. Company will not pay for personal individual letters sent to customers or clients, personal letters, flyers, personal promotional material and/or mass mailing or bulk mail.

With regard to incoming mail, Company recognizes that Agents may have confidential mail arrive for them, and Company will not interfere with this confidential mail. Mail that may be Company mail, such as Agreements of Sale, addendums, etc., may need urgent attention relative to contingency deadlines, etc. Because Agents may not come into the office on a daily basis, this mail may be opened; however, Agent will be advised of the contents of any such mail.

Outgoing mail shall have at least one of the following: The proper amount of postage affixed to the package; the sender’s name included in the return address; and the sender’s initials at the top right hand corner of the envelope. Mail submitted for processing with a sender’s name provided and no postage attached will be charged to the appropriate agent’s monthly invoice.

Settlement letters will be mailed at Company’s expense.

MARKETING

Century 21 franchise compliance issues will be adhered to, as will Real Estate Commission compliance issues.

Offline collateral marketing material should contain the phrase “Don’t forget to visit our (or your personal) website for all active listings.”

Company is not responsible financially for any personal promotion or advertising done by Agents without prior approval.

Drones may be used only by registered commercial photographers, properly licensed.

Company has high quality resolution color printers . Postcards, newsletters, property highlight sheets and other promotional materials can be available through the Marketing Administrator. Costs for these items will depend on the Commission Plan selected by each Agent. Requests for marketing pieces may be made in person, by telephone or by email; however a telephone order needs to be followed by a request by email or in writing.

MENTORING Mentoring is the responsibility of the Managing Partner. It is most beneficial for Agents to have completed their Initial Training before entering the Mentoring Group. However, in the event Agents’ schedules delay the completion of Initial Training, Agents may participate in the Mentoring Group during the Initial Training period.

Agents may remain in the mentoring process at their discretion.

MINIMUM LISTING COMMISSIONS

All listings are company listings, not individual agent’s listings. All listing commissions are negotiable, however, Company has the option to not accept a listing once it is turned into the Company. Listings that do not meet Company guidelines may not meet minimum advertising/marketing policy guidelines.

Our Company policy is 6% for residential listings and 10% for commercial listings, and a minimum commission of $4,000 for properties that, even if taken at the percentages in this paragraph, would result in a commission below $4,000. For a $4,000 minimum commission, the co-op offered to the selling agent shall be not less than $1,700. The minimum commission for properties between $60,000 and $500,000 is 6%. Above $500,000 the minimum commission is 5%. In no event may the commission offered to the selling agent be more than the listing agent unless approved by Management. If the commission is lowered during the term of the listing, selling agent commission must be altered accordingly. These amounts are determined by the terms of the listing contract.

Any change in commission which results from negotiation of an Agreement of Sale or any BRI must be reported to Settlement Department, including commissions being paid on net after seller assist.

NEW CONSTRUCTION

To calculate taxes on new construction, multiply the sale price by the Common Level Ratio. Using that valuation, calculate the taxes using the millage for the municipality in which the new construction is located. The current common level ratio can be found at www.steb.state.pa.us/.

The implied warranty of habitability applies only to the original owner.

OPEN HOUSE ADVERTISING

Open Houses will be advertised in the Reading Eagle, in Trend/Bright and in BREW online. The deadline for open house advertising is Monday at noon unless specifically advised by the Marketing Administrator of an early deadline. Open houses are automatically pulled from Crest for openhouse.com. Agents are advised that Open Houses given to the Marketing Administrator passed deadlines are not guaranteed to appear in marketing media.

The picture of the Agent hosting the open house will appear in the Open House ad. However, if the host agent does not elect to have their picture appear in the ad, the listing agent’s picture will appear. If the listing agent does not elect to have their picture appear, no picture will appear in the ad.

Agents who are in the 100% Commission Plan will be billed for open house ads, regardless of who hosts the open house.

Agents should schedule their open houses by utilizing the open house scheduling tab on the message board. Agents can offer agent open house help or request help through that same message board.

Agents who place open house ads other than in the Reading Eagle will be billed per their Commission Plan.

OPEN HOUSE GUIDELINES

Company will follow the guidelines established by the Reading-Berks Association of Realtors as follows:

Immediately upon entering each open house, the customer must record the date, their name, and the name of the REALTOR with whom they are working.

This customer “protection” will not supersede any claims the listing office may already have regarding this particular customer.

The customer will be honored by the listing REALTOR as the customer of the referring REALTOR.

These open house guidelines shall not be the only determination of procuring cause.

OPEN HOUSE SIGNS

Company does not provide open house signs for agents. Agents who desire to do open houses may purchase open house signs from the Company; signs will be kept on hand for agent purchase. Open house signs may be purchased through any of the preferred vendors of Company through the IT. Agent holding the open house, not the listing agent, is responsible for placing the open house sign on the property and removing it once the open house is complete.

PARKING

Agents may park anywhere in the parking lot of the building; however, no one may double park in front of the building with the exception of loading or unloading their car or to assist disabled passengers.

PERSONAL ASSISTANTS

Personal Assistants will be employees of Company, and Company is willing to pay assistants with Agents responsible to reimburse Company for 100% of the costs of payroll for the assistants, including payroll taxes. This expense will be added to the monthly company invoice of the Agent for whom the Personal Assistant works.

Personal Assistants are the responsibility of the Managing Partner.

PETTY CASH

A small petty cash fund will be kept by the Broker of Record. Agents who have a minor cost that they feel should be reimbursed by Company may request reimbursement through the Broker of Record.

PHASE SHEET

Listing files and Agreement of sale files require a Phase Sheet with all pertinent information, including due dates for contingencies, filled in and all contact information supplied.

PORNOGRAPHY

A separate Computer Usage Agreement is required to be signed by each Agent and each member of the Administrative Support Staff and Management of Company.

POT OF GOLD

The Pot of Gold program is automatically put into the pre-printed listing contract as a listing incentive and marketing strategy but must be inserted if an agent uses the PAR Listing Contract.

The following rules and regulations further explain the Pot of Gold program after Pot of Gold properties are sold:

1. A drawing will take place after a designated amount of eligible properties have been closed and settled. Participating Century 21 Brokers of Berks County offices will notify each eligible participant when the drawing will take place.

2. The total amount of money in each drawing to be shared by the selling and listing agent(s) will be $23,600. Any balance left over after the payment of all expenses shall be applied to the Century 21 Pot of Gold marketing program.

3. For each eligible listing closed and settled, the listing and selling agent(s) will each receive an entry. Eligible agents or their written designated representatives must be present to win or have a proxy, and they must be registered at the door prior to the start of the drawing or they will be disqualified.

4. Broker/Owners of participating Century 21 offices may participate in the promotion and are eligible to win monies awarded.

5. In compliance with the Rules and Regulations of the PA Real Estate Commission and the Licensing Act of PA, all award monies shall be paid to the listing and selling office(s) as appears on the registration form.

6. Each agent who qualifies for the drawing must have an active PA real estate license at the time of the drawing to be eligible. In the event that an agent has changed from the listing or selling brokerage, the original broker has the right to attend or send a proxy to the event in the eligible representative’s place. Broker/Proxy must have proof that the eligible party is still an active agent in the State of PA, i.e. license number. The eligible agent may still attend the event.

7. In the event a property is drawn in which the winning agent(s) is no longer eligible, another property will be pulled. The listing and selling agent(s) will split the amount intended for the previous property and so on until all monies are disbursed.

8. The prize shall be divided as follows: Last property picked, $10,000 to the selling agent and $10,000 to the listing agent Next to last property picked $1,000 to the selling agent and $1,000 to the listing agent Second to last property picked $500 to the selling agent and $500 to the listing agent Third, fourth and fifth to the last property picked, $100 to the selling agent and $100 to the listing agent.9. All money won from the event won by CENTURY 21 Gold will go in full to the winning agent.

This income will be included in the agent’s 1099.10. Any agent who wins money in the Pot of Gold and owes money to Company shall first pay their

balance to Company and then receive the balance of the Pot of Gold money.11. Any agent who wins money in the Pot of Gold and is no longer with the Company will receive

their share of the winnings in a percentage equal to their last commission split with Company or 60%, whichever is less.

PRE-SETTLEMENT INSPECTION

The Agreement of Sale allows for a buyer to make two pre-settlement inspections. Agents are encouraged to facilitate these pre-settlement inspections and attend them.

Agents are advised that pre-settlement inspections should be done in sufficient time to allow for negotiation if any problems arise at the pre-settlement inspection. The pre-settlement walkthrough report (PSW) is to be used by agents, and a fully executed copy of this form is required to be handed in with the settlement folder for post-settlement review.

Mediation is part of the Agreement of Sale and any problems post-settlement will be addressed according to the mediation procedure outlined in the agreement, unless Mediation is waived.

PROMOTIONAL SUPPLIES

On occasion some promotional supplies may be available for purchase by Agent directly from the Company, but in most instances must be ordered through the IT and must be prepaid.

PROPERTY MANAGEMENT DIVISION

Agents are advised that company has a Property Management Division. Agents who refer clients to Property Management are required to use a Property Management Agent active in that Division. Agents are advised that, because of the interaction of the Property Manager with the Landlord client, Landlords may utilize the Property Manager for real estate purchases or sales for future business. Therefore, a six (6) month protection period from the time a Landlord signs a Property Management Agreement is in effect for the original referring Agent. During this six month term, should a Landlord request that the Property Manager arrange for a listing or sale, a 25% referral will be paid to the referring Agent. Property Managers may not initiate the relationship with the Landlord relative to listings and sales.

If an Agent who is not a member of the Property Management Division refers a Landlord client to the Property Management Division and a Property Management Agreement is executed between company and Landlord, the referring agent will receive a 2% management referral commission for the first 24 months of the management contract. This commission is only paid on the Property Management side; no commission is paid on the rental side of the management contract.

As a point of clarification, Agents of company may list properties for rent and rent properties to tenants, represented or unrepresented, as part of their normal course of doing business, and this function of the practice of real estate is not required to be submitted to the Property Management Division.

READING BERKS ASSOCIATION OF REALTORS

Company is a Realtor company, and all Agents are encouraged to join the Reading Berks Association of Realtors or the association of the county in which they do the majority of their real estate business.

The by-laws of RBAR require company to notify RBAR within 10 days of an agent being licensed with the Company. Agent will be required to make application to the Association immediately upon joining the company and are responsible for their application fee to RBAR and PAR, unless provided otherwise in their selected commission plan.

Agents who elect to remain non-member salespersons are expected to adhere to the Code of Ethics based on the responsibility of Broker of Record for their actions. There is a non-member sales person fee equal to one full year of RBAR dues for agents who remain non-members, and this fee, which is not prorated, is an RBAR fee, not a company fee.

REALTOR.com/TRULIA/ZILLOW

Each listing of company is submitted to Realtor.com through its enhanced listing program. Agents of Company belong to Realtor.com, and all leads from Realtor.com are entered into the LeadRouter system of lead distribution.

RECRUITING

Company encourages Agents to actively recruit other agents who might be an asset to our Company. Company will reward an Agent who recruits another agent to our company, whether it is a new agent or an experienced agent. Company will pay the recruiting Agent $100 from the company’s side of the first 15 eligible sales that the recruited Agent closes for the company. To be eligible, the transaction must result in a minimum commission to the Company of $1,700. To be eligible for this program, the recruiting agent must have notified Management about their role in the recruiting of this agent, and the recruited agent must verify that the recruiting Agent encouraged them and played an active role in their decision to become an agent with our company.

RELOCATION/REFERRAL/REASSIGNMENT

Company has a Relocation Director to provide expert services to both incoming and outgoing clients. The Relocation Director will supervise the incoming and outgoing referral clients from all sources, however, all reports and requirements of the companies providing Company with relocation clients will be the responsibility of the Agent. Relocation Director will determine which Agent will be assigned to each referral. In the absence of the Relocation Director, Agent shall contact the Broker of Record. All referrals assigned to Agents from the Relocation Director will be at a 60/40 split regardless of the commission split program selected by the Agent. Relocation Director reserves the right to remove any

Agent from the listing or sale of a Relocation property to which they have been assigned if Agent does not comply with the requirements of the Client.

In the event Company must reassign a listing or agreement of sale to a new Agent, Agent accepting the referral will be paid at a 50/50 split regardless of the commission split program selected by the Agent.

Agents involved in outgoing referrals should remain in contact with the client they referred.

RENTAL COMMISSIONS

Commissions paid on rentals, whether as a listing agent or as a buyer agent, whether the property is in the property management division or under an Exclusive Right to Rent listing contract, or as the coop Agent in a rental transaction, will be paid at a 50/50 split regardless of the commission split program selected by the Agent.

SELLER’S PROPERTY DISCLOSURE STATEMENT

A Seller’s Property Disclosure Statement (SPD) is required for all listings, unless the owner of the property is an exception to the Seller’s Property Disclosure law in PA. Our SPD forms will be available on Trend/Bright. Agents should not fill out the SPD for the seller; however, an agent is permitted to write out the SPD as the agent reviews the disclosure information with the seller if the seller’s needs require assistance from the agent.

The signed and dated Seller’s Property Disclosure Statement must be executed by all parties having interest in the property. If an attorney-in-fact is signing for the seller, they should sign “their name, Agent for the named party.”

Agents are required to be aware of all parties who are exceptions to the SPD law. Investors are not exceptions.

SEPTIC SYSTEMS

If a home is vacant more than 7 days, a normal septic test would not be accurate because the drain fields dry up. If your septic inspector belongs to the PA Septic Management Association (which is recommended), inspector is required to do a hydraulic load test. This requires running approximately 400 gallons of water into the system per day for approximately two days for the average home use, then on the 3rd day they inspect. A buyer is not required to do any test, and not all inspectors belong to PSMA. It is not required by Pa. law.

SETTLEMENT

Agents are expected to attend settlement on behalf of their clients. If an Agent requests to have Management attend settlement because the Agent has another job which makes it impossible to attend, or an Agent is out of the area working or on vacation, there will be a $50 fee for Management to attend. Administrative staff is not permitted to attend settlement on behalf of an Agent, with the exception of an Agent’s personal assistant who may attend. Problem settlements that require the attendance of Management to facilitate a solution to the problem will not be a chargeable attendance as long as the Agent is also in attendance. Management attending a settlement on behalf of an Agent will advise Controller of the charge to be billed to Agent.

SEXUAL HARASSMENT

Please refer to the Sexual Harassment Agreement prepared by corporate counsel, a copy of which will be signed by each agent and retained in the agent’s Company file.

SHORT SALES

A short-sale packet with forms and instructions is available.

Short sales require competency, and if Agents take them as a listing agent or if Agents sell a property that is a short sale, Agents are expected to do all the work involved in the marketing or processing of this property. This task may not be assigned to a Support Staff person. This includes contacting the banks, preparing the HUD-1, obtaining the contact information from the short sale department, etc.

Zip has a blank HUD-1 for your use.

FNME has announced to its servicers that they are not to negotiate short-sale commissions below the amount negotiated by the listing agent, unless the commission exceeds 6%.

A short-sale addendum should be attached to the listing contract as soon as agents become aware that the seller is in a short-sale situation. A short-sale addendum to the agreement of sale should be attached at the time the agreement is written (this may only become a short sale during the price negotiation).

Short sale agreements must be handed in to the Settlement Department immediately upon them being fully executed. They are not held by Agent until an approval is received by the Seller’s lender.

Agents are required to make seller clients aware that hardship must be proven for a listing to be considered as a short sale. Agents are required to make buyer clients aware of the possibility that short sale offers will not be approved by the seller’s lender.

Listings will remain ACT-O in Trend/Bright during the term of the short sale agreement of sale. Agents are required to advise the receptionist to continue the ACT-O status to prevent this listing from changing to Pending status in Trend. Agents receive the notification of this pending change directly from Trend/Bright.

SIGN INSTALLATION/RETURN

Company’s sign technician will put up and take down the Gold Post signs, black posts for Fine Homes & Estates signs, frame and window signs only. Support staff person submitting listing to Trend/Bright or the appropriate MLS system will contact the sign technician to initiate the installation system. Name riders, directional signs, open house signs, pending, sold, info boxes, lock boxes and keys are the responsibility of the Agent.

Agents should allow 72 hours for installation of signs.

Signs that are being returned to the office may not be left in the lobby. Agents should place signs in the storage area in the building.

SOCIAL MEDIA

Company social media is the responsibility of the IT.

Any Agent who uses Social Media in conflict with the rules and regulations of the RE Commission, PA law, the Code of Ethics or the Company guidelines will be required to remove their pages or posts.

STAFF RESPONSIBILITIES

The Administrative Staff, whether licensed or unlicensed, cannot do agent responsibilities, such as CMAs, closing costs, agreements, Replies to Inspection, etc. They can and will type anything agents write for them to type, but they cannot create these items or documents under any circumstances. This includes Trend/Bright sheets which must be handled by the listing agent.

Personal Assistants, if unlicensed, may not do anything for which a license is required under any circumstances.

STIGMATIZED PROPERTIES

Disclosure of stigmatized events is NOT required. They do not constitute a physical defect. However, company recommends Agents receive permission from its clients to disclose.

TELEPHONE SYSTEM

Agents will be assigned a number that will be your personal direct dial number.

All advertising must display the company number in more prominence than any other number. Agents may use cell phone numbers in advertising, again complying with the real estate licensing laws in PA.

Agents may have their direct dial number programmed to contact an additional outside number, such as a cell phone.

Technology and its use are paramount to Agents’ success in our industry. IT administrator will assist you with any questions or concerns you have relative to the use of the telephone system.

TOOL KIT

Tool Kit is a Marketing Presentation software in which Company participates. Agents are encouraged to use Tool Kit for listing presentations. There is no charge to Agent for utilizing this program.

TREND/BRIGHT

All properties are submitted to Trend/Bright unless opted out by the Seller in writing in the listing contract. An opt-out form required by Trend/Bright and must also be submitted. All information uploaded to Trend shall be accurate and verified. Agents shall not use prior information from an expired listing but shall obtain current information from the Seller at the time of listing. No discriminatory or leading remarks will be allowed in Trend submissions.

Agents may search our office inventory. When logging onto Trend, go to the MLS tab, then under the Search function, choose Inventory. Required information is the Listing Category, Status and Dates, and then select our office from the look-up menu.

License numbers for Agents and Company , for our office and the cooperating company if applicable, are required on all Agreements of Sale. The listing agent’s license number is in Trend/Bright, but to find the office number, you will have to go to the state website at www.pals.pa.gov and search for the agent. Once you locate the agent’s license, you will see the license number for the brokerage.

TIMESHARES

Any timeshares coming into Company are handled by the Relocation Director.

All timeshare questions should be referred to the Relocation Director.

Agents who have a client who wishes to sell a timeshare should contact the Relocation Director who will provide agent a packet at no charge.

TIME MANAGEMENT

As an Independent Contractor, agents are responsible for their time and the use of their time. Agents will receive help from Broker of Record in the preparation of their personal Business Plan. This plan will help agents determine the time commitment necessary for them to achieve the production goals that agents set for themselves.

TRAINING

Newly licensed agents are required to participate in and complete the Initial Training under the supervision of the Director of Training.

Training is an ongoing service provided to the agents of the Company, and all agents are encouraged to take advantage of the training programs available for your continued growth as skilled professionals.

VACATION

Agents who go on vacation or take leave from the company for whatever reason are required to have another Agent fill in for them during this entire period of time. Agents may work remotely utilizing technology, but must have an Agent available should circumstances arise that warrant it. All members of the Management Team shall be advised of the duration of the Agent’s vacation time and the substituting Agent.

WEBSITES

Company provides agents with the ability to have a personal website, and agents are encouraged to do so. All personal websites are under the supervision of the company IT.

ZIP NOTIFICATION

Agents will receive notification from Zip for every deficiency of the listing contract or agreement of sale, or to alert Agent to every contingency of the Agreement of Sale. Agent is expected to monitor these daily email notifications and is responsible for the action required to remove the deficiency or satisfy the contingency.

THIS POLICY AND PROCEDURE MANUAL IS TO BE MAINTAINED BY AGENTS AS A WORD DOCUMENT. CHANGES TO IT WILL BE SUBMITTED TO AGENTS BY EMAIL UPDATES. AGENTS REQUESTING AN

UPDATED DOCUMENT MAY SUBMIT A REQUEST TO THE BROKER BY EMAIL AND ONE WILL BE PROVIDED TO YOU.