1. Lead Servicing
Manan Choksi
Regional Owner
RE/MAX MGM

2. Lead Generation
Lead Management
Lead Servicing

4. The number 1 problem:
• “My agent didn’t get back to me.”
• This problem is world wide.
• Communication with a lead is the biggest problem.
• Sellers and buyers both feel that agents are not really working
unless they are updated regularly about the progress.

5. Why agents disappear?
• Most real estate agents believe that lead generation is the only
work of their business.
• They don’t know what to do once they get the lead.
• They over commit while getting mandate, hence they fail to meet
expectations later.

6. Where is the money?
• Agents should understand that money may get generated if the
transaction is done, but profit is generated out of referrals.
• So whenever a lead is generated, excellent service should be given,
so even if the transaction is not done, the prospect passes leads to
the agent.
• Every lead gives a tremendous opportunity to build good will in the
market: don’t squander it

7. Process of Serving a Seller
Get the details of Coordinate Follow-up and
the lead Property Showings close
Prepare and send Documentation
Define deliverables
brochure of the and Legal
and explain service
property Paperwork
Property Listing
Post and advertise Registration and
Form and exclusive
listing move-in processes
mandate
Search matching
Ensure that price is Invoice and
buyers on various
right customer feedback
platforms

8. Property Improvements:
• Sometimes there are improvements required in a property which
make it more:
– Easily Marketable
– Get a higher value
– Widen the market
• For example:
– Painting, repairs and refurnishing
– Getting documents in order
– Making it vaastu compliant

9. Market a listing?
Make YouTube
Post it on RE/MAX Put it on your
video on property
portal Facebook page
and tag it
Write a blog on it Advertise in
Put a yard sign /
and mention newspaper with
Banner
property URL property URL
Post it on Make a PowerPoint
Do postcards
Magicbricks /other and put it on
/flyers
portals SlideShare
Inform in RE/MAX Include the listing
Make brochure in
Network and in the office
Design Centre
Broker Network newsletter

10. What to communicate?
• If you have got a 3 month exclusive mandate it is a good idea to
update the customer every week on :
– Activities you are doing for the property
– Response you have got
– Buyer feedback
– Any changes in offer you propose
• You can give over phone or email

11. Market Conditions
• Balanced market : 4-6 months inventory
• Seller’s market : 2 month supply
• Buyer’s market : > 6 months inventory

12. Is he trading up?
• A buyer’s market is ideal
• A seller’s home was Rs.20,00,000 and based on the current buyer’s
market must take 5% less or Rs.19,00,000, a loss of Rs.1,00,000.
Their next home would have had a purchase price of
Rs.40,00,000, however, due to the buyer’s market they can buy it
for 5% less or Rs.38,00,000 – a saving of Rs.2,00,000.
• The seller saves Rs.1,00,000 by selling and moving up in a buyer’s
market.
• Now if prices bounce back and go up 5%, your seller will gain
Rs.38,00,000 x 5% = Rs.1,90,000 whereas if they stayed where they
were they would only gain Rs.19,00,000 x 5% = Rs.95,000. A net
gain of Rs.95,000 (double)!

13. Other leads : (Buyer/ tenant)
• Same rules apply:
– Communicate well
– Have a process in place for all kinds of leads
– Ensure that you have exclusive mandate before incurring a cost
– Maintain proper records

14. Process of Serving a Buyer
Get the details of Coordinate Follow-up and
the lead Property Showings close
Prepare and send
Documentation
Define deliverables brochure of
and Legal
and explain service matching
Paperwork
properties
Property Registration and
Post requirements
Requirement Form move-in processes
Understand
Search matching
Need, Wants, Conc Invoice and
property on various
erns and clear customer feedback
platforms
requirements

15. New Projects:
• Some times we get builders who want to market projects with
RE/MAX
• Ideally you should do the following steps:
– Evaluate the project vis-à-vis the price / location
– Is it pertaining to your focus area (geography, price point, type
of property)
– Does the project excite you? If yes then only even think of
exclusive mandate. If no then do open listing
– Donot give false commitments
– Donot waste time if project is not saleable

16. New Projects:
• Exclusive Projects are a huge responsibility and should be taken
carefully.
• Open listing can be taken, but then you should work on them else
sales will not happen “magically”
• Invest your time and money wisely. Do not assume that if 50% of
scheme is sold, makes it easy to market remaining 50%

17. New Projects:
• Only 3% of customers who walk in to a site, close. So if you have
other listings in the same area, probably you can use this walki n
database to sell those listings
• Smaller the builder, will value you more than larger builders. They
don’t have the brand/ advertisement muscle to sell 100% of
inventory, so try to get more commission

18. New Projects:
• One big advantage of having exclusive listing is that you get all
secondary leads of :
– Selling of prospects’ existing property so that he can buy a new
one.
– Resale of flat if he is investor
– Renting of the flat
– Referral from that customer for his friend

19. Focus on
• Building long term relationships
• Doing immediate tasks on hand
• Communicating with customers
• Delivering results
• Satisfying customers
• Keeping in touch with closed customers
• NOT ON
• Commission !

20. THANK YOU FOR YOUR TIME