1. What is sales?
2. What kind of sales is involved here?
3. Explain Sales Process.
4. How to win SELL leads?
5. How to win BUY leads?
6. How to win VAC leads?
7. How to win RENT leads?
8. How to generate leads?
9. What is proper follow-up?
10. How to manage Leads?
Human Need for Property
◦ Insightful questions
◦ Formulating a specific property requirements from
customer feeling about the property
Property Hunt (detailed later)
A process where : Customer
gives out Money (valued possession)
to get something(home)
to fulfill a NEED.
◦ LMS3 : Luxury, Making money, Security,
shelter, Status Symbol)
We are into Selling & renting
Supply side = Sellers & Landlords
Demand side = Buyers & Renters
So our customer = Sellers, Landlords, Buyers,
renters and Investors.
To do a good business we need all 5.
All these are called Leads :SELL,VAC,BUY,RENT.
We also sell service : Property Management (MoP)or
PropertySafe. MoP = Management of Property
1. Gather specific requirement
2. Property Search
3. Property Short-listing
4. Reconfirming the requirement
5. Search again
A property is defined using following parameters :
◦ Area (sq ft)
◦ Neighbourhood – Market, school, people
◦ Rent / Deposit
◦ Demand in that area
Looking into all of above Property Grading is done. A, B or C.
1. A = Rightly Priced in high demand area (all good). Easily rentable or
2. B = Property good but high priced or pricing is good but low
demand area. Needs effort to rent or sell.
3. C = Bad property or low demand area or bad neighbourhood.
Tough to sell or rent.
1. What is customer profile : This will define 80%
of the requirement.
3. Financial status
4. Mode of thinking / thought process
2. His family member / needs
3. His requirement as per him (feel about
4. Rent / Deposit / Brokerage
5. Getting into his thought-Process, identifying
the NEED and fulfilling it.
Finding the right Match : once you have a list of properties, try
selecting keeping in mind the customer’s requirement.
Record Reason behind the matching : note the reason for
selection so that you can discuss with the customer of why you
are not showing him particular property. This will help
develop better understanding between you two. In L2C you
can select these options as No Match and record your
reasoning in comments field.
List all the property and reasoning
JIT : Mock Property Shortlisting exercise
Discuss the options with the customer: Tell the customer what
options you have got for him and which one you think suits
him/her and why? This discussion will be very helpful later on
to understand his thinking.
Analyze customer’s Pro-Cons analysis (MOST IMP) to
understand what exactly he/she is looking for.
Record all the customer observations regarding the properties
for developing an insight into his/her liking.
Search again & shortlist the final list: With the detail
understand of the customer create you final list of property
Create the final list of property options based on the feedback
Plan the date & time for S&T & Inform the customer
Arranging Keys for the Properties
Create a S&T sequence (which property to show in which
Presenting the Pro-cons of the property (keeping in mind what
customer wants – tell what customer wants to listen)
DON’T CHEAT & HIDE INFO (it will back fire)
Keep some margin for negotiation while disclosing rent/
JIT : Mock S&T Session (Role play: Cust & sales exec)
JIT : Mock Negotiation Session (Role play: Cust & sales exec)
Try some Negotiation Books, Google articles, CDs to learn
Get Leave & Licensee signed
Collect Renter’s ID docs (DL, Passport) & his company I-card
Get Police Verification done
Take society NOC (Very Imp) in case of Bachelors
Get Money Transaction Done
Get the property cleaned
Take your Brokerage (Cash or cheque)
MOST IMP : In case customer is asking for sometime to pay
the brokerage since he doesn’t have money, in such cases
Always Take PDC (post dated cheque). Once the customer has
moved-in, getting brokerage is very hard and it results into bad
relations. Taking the PDC saves time and follow-up.
Handover the keys to the renters
Help customer Move-In
Record the details on L2C system and close the case.
Most important here is identify whether the property is RIGHTLY priced or not. If
rightly priced you can go ahead with aggressive marketing and final meeting with
In case its not rightly priced, do not try convincing the owner to lower the price.
Keep sending him whatever offers you are getting even Low Offers. Let buyers tell
him that his property is Highly priced because…(let the buyer tell seller the
Once 5-6 buyers tell the seller his property is highly priced, seller will definitely
lower the price, if he wants to sell.
Sending Offer by Auto-Emails works wonders via L2C.
Once the price is Right, check matching customers in L2C, your customer base,
your network, try pampleting at Customer locations (IT parks), paper adv. Etc. This
would generate enough leads for you to WIN this Sell.
Once on final negotiation stage, get your manager involved. Always keep some
buffer for negotiation during last meeting between owner & buyer.
Tip : Owners generally take 5-6 offers before making a final call. If you give the
Best offer as your first, the expectation of owners rise beyond market price. Save
the best for the last. Be honest & transparent.
Most important is to identify the genuine buyer, which can be done by
asking insightful questions.
◦ Reason to Buy
◦ Loan Eligibility
◦ Own Contribution arrangements
◦ If the buyer has children which school they are studying in, if wife is working what is her
◦ Taste of the buyer. (Can be obtained by know where he is presently staying, his likes
Presentation of the property being shown to him as per his taste.
Help him with the negotiations with the Seller. Keep him informed with
updates on daily basis.
Once he likes a property stop showing him any properties even if its better
that the one he liked as it might put the buyer in dual minds which might
delay the deal closure.
One property finalized get the token done immediately and get the Pre Buy
and the MOU signed.
Visit the property and get the PIP filled.
Follow L2C systems to get the renter list for the vacancy, if not available in
the system then hunt from the market or through broker network.
Capture the positive points of the property i.e. any modification done by
the Owner, Ventilation; sunlight is very good, closer to malls, ATM,
grocery shops, schools etc.
Start giving all the offers which have been received even if it’s lower than
the asking rent of the owner, this will help in negotiating and getting the
pricing down to the market rate.
Give courtesy calls to the owner to build relations and for further
Negotiation should take place only if the renter is ready with the token
Identify genuine renters which can be obtained by asking the following
questions, you can get to know the urgency of the person also.
◦ If he is relocating.
◦ His previous Lease agreement is expiring and the owner is not renewing the lease.
◦ If he is staying in company guest house.
◦ Does he want to shift to a bigger house as his family is growing?
◦ Wants to change location.
◦ His child is changing his school.
◦ His work location has changed.
Show him the property only after you have understood his requirement
completely and as per his taste, presentation of the property is very
Once he likes a property freeze on that property and start the negotiation
and token done immediately.
Rental Deal form to be signed at the time of token.
Leads are the potential business opportunities that you or the company generates;
this can be acquired as follows.
1. References from previous and current clients, friends relatives, etc.
2. Locating strategic locations i.e. Companies, places where the employees come for
lunch or tea, shopping malls, societies / apartments, petrol pumps, guest houses,
service apartments etc.
3. Create awareness by sending mailers, sms, pamphlets, banners, newspaper advt.
4. Close a lead in the shortest possible time, this will generate reference faster.
5. Call your clients even after you have given him service; this will make him
advertise on behalf you which will start giving fresh direct leads which are not
available in the local market.
6. Create your own network in the market.
Follow-up means that once you have a proper lead you are in constant touch
with the customer to make the warm lead Hot.
Once you tell the customer you are going to call on so and so date, ensure you call
on that date and time.
Your professional follow-up will generate a good impression on the customer and
you will get his/her business. You need to influence the customer to give you
his/her business, this is the primary goal of follow-up.
Excessive and less follow-up both do not generate business. Your follow should be
based on the customer profile and his availability.
You can use multiple means to ensure right followup :
1. Setting Next CCD (cust. Contact date) on Lead in L2C
2. Making an entry in your Daily Planner
3. Using outlook calendar
4. Using Mobile reminders
If you are NOT good as follow-ups, sales is not the right career for you.
LHS has created a state-of-art Lead management system called L2C. You would be
managing all your leads, its history, its offers, progress and customer contact dates
here. This is the best tool solely made to help you manage leads.
This L2C would also work as a collaboration platform where the information of the
managing leads and its progress is also made available to you.
Customer who has given token and not responding:
◦ Tell customer “Sir, owner called and said that your customer has not turned up with
full payment. I think he is not going to come back. I have given him 2 days time which
is over. I have a very good offer and if your customer doesn’t pay & do the
documentation, I will give the property to this next person. Token will be fortified.”
who is postponing the Appointments again & again:
◦ Check for his urgency regarding his Move-In. When is his lease expiring, when is he
moving to Pune etc. The idea is to investigate whether he needs a property right now
who is not ready to pay rent as per the Market rate:
◦ Show him C grade properties at lower rent and let him compare. You can also show
him existing L&L to prove that the current rent/deposit is higher than his expectations.
who is very choosy or is confused or he doesn’t like property even after
visiting more than 5 property:
◦ Sit down with him and take a paper and pen in hand and start noting down the
factors which doesn’t suit him and those which suited him of all the properties he
already visited. With the list in hand see whether what’s he looking for is possible or
not. If not, explain him the reason and then see whether his confusion is over. If he’s
still confused ask your manager to talk with him.
who doesn’t want to pay brokerage:
◦ See if there’s some 0 brokerage property in our Database else politely tell him
brokerage is our business and for non-brokerage properties he can try 99acres or
Magicbricks. Do not get into arguments or comparison with road side brokers. Its our
policy to give high quality service at pre-defined cost.
who wants to see property but someone else or his friends/family/girl friend
◦ Show him 1 or 2 properties and then request him/her to bring the decision maker
otherwise it’s a waste of time because owner will demand immediate decision. He
won’t wait for someone else to come and see to make a decision. Explain to
customer that we have very good database of properties and once the DM (decision
maker) is here we can show him/her the property and do the token. Else even if you
like it you can’t book it and by the time DM comes the property would not be on
Customer who has urgency (owner has asked to vacate, coming from
another city, job change, society asked to vacate, etc):
◦ He is the right kind of customer. A customer you should wish for. He has urgency and
ready to do the deal. Show him 2-3 property and then the final property you want to
finalize. Always inform we are here to help you acclimatize e.g gas connection, school
admission etc. Go beyond home. Get into how he can settle down fast. Try solving
problem beyond home (but related to settling down). He needs friend and you are