Overview
In real estate the role of an agent requires interaction with clients both face to face, and on the telephone. This interaction requires a range of communication skills which facilitates agents in the industry to deal with clients and their needs in the most appropriate way.
The importance of a pro-active customer service mentality in all relationships and communications with clients and customers cannot be underestimated. Good customer service is fundamental to Real Estate best practice and helps to ensure that people will want to do business with both the agent and the agency.
Each agency will have its own protocol and procedures for communicating with clients, but what is common to all businesses in service industries is that a new client will form their first impression by how they are greeted – whether that is on the telephone or in person.
Some people are natural communicators and others have to learn and practice interpersonal skills. This module will outline skills that can be employed to establish rapport, handle enquiries and manage difficult client behaviour. Whether skilled or not, everyone in the agency who deals with clients on any level, will recognise the importance of good communication skills in promoting themselves and their business operations.
Think about this…
Clients are the foundation of every real estate business.
Real Estate is a service industry and a ‘people’ business so without clients there is NO business.
Course Content
Building Relationships & Databases
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Establishing Relationships with Clients
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Why Relationship Building is so Important
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Understanding your Clients and Customers
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Understanding Client Expectations to Build Relationships
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Accurately Interpreting Instructions
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Verbal Communication
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Active Listening
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Building New Relationships
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Corporate Marketing
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Previous Clients and Customers – Gaining Referrals
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Manage and Maintain your Database
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Communicating with Clients
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Following up Enquiries and Contacts
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Conclusion
- Establishing Relationships with Clients
- Why Relationship Building is so Important
- Understanding your Clients and Customers
- Understanding Client Expectations to Build Relationships
- Accurately Interpreting Instructions
- Verbal Communication
- Active Listening
- Building New Relationships
- Corporate Marketing
- Previous Clients and Customers – Gaining Referrals
- Manage and Maintain your Database
- Communicating with Clients
- Following up Enquiries and Contacts
- Conclusion
Planning Promotional Activities
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Types of Promotional Activities
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Why Use Promotional Activities?
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Using Advertisements
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Using Media Announcements
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Using Product Launches
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Using Client Functions
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Using Employee Functions
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Sales Promotion
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Internet and Website Publishing & Social Media
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Determining Agency Requirements
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Determining Promotional Objectives
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Developing Action Plans
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Coordinate Promotional Activities
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Reviewing your Promotion
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Gathering Feedback
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When to Collect Feedback
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Analysing Feedback
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Assessing Planning Processes
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Analysing Costs and Timelines
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Prepare Conclusions and Recommendations
- Types of Promotional Activities
- Why Use Promotional Activities?
- Using Advertisements
- Using Media Announcements
- Using Product Launches
- Using Client Functions
- Using Employee Functions
- Sales Promotion
- Internet and Website Publishing & Social Media
- Determining Agency Requirements
- Determining Promotional Objectives
- Developing Action Plans
- Coordinate Promotional Activities
- Reviewing your Promotion
- Gathering Feedback
- When to Collect Feedback
- Analysing Feedback
- Assessing Planning Processes
- Analysing Costs and Timelines
- Prepare Conclusions and Recommendations
Record Management in an Agency
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What Constitutes a Record?
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What is a Records Management System?
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Why do we Keep Records?
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Variances and Planning for Improvements
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Testing the System
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Resources
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Records Management in the Real Estate Industry
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Real Estate Agency Responsibilities and Records
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Supervision by Licensees
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Managing Complaints
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Privacy Legislation
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Records for the ATO
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Archiving Records
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Electronic Information Security
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Electronic Document Management Systems
- What Constitutes a Record?
- What is a Records Management System?
- Why do we Keep Records?
- Variances and Planning for Improvements
- Testing the System
- Resources
- Records Management in the Real Estate Industry
- Real Estate Agency Responsibilities and Records
- Supervision by Licensees
- Managing Complaints
- Privacy Legislation
- Records for the ATO
- Archiving Records
- Electronic Information Security
- Electronic Document Management Systems