2. Customer Life Cycle
Customer
Steps
i) Site Visit
Site Executive/ Manager
Data Required
i) Give all the project details.
ii)Tell about strength of project.
iii)Discuss policy/budget.
iv)Discuss other requirements
such as rooms, size, amenities
etc.
v)Discuss loan eligibility.
Fill customer
enquiry form
ii)Follow up
i) Call at mentioned time by
Customer form
customer.
follow up
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ii)Look into their interest level. Bhagwat
iii) Offer them schemes or
benefits.
Time
Duration
30 to 45
mins
After
hours.
48
Min 3 follow
ups must be
done.
3. Customer Life Cycle
iii)Lead closing/ i) Give all info about flat
Booking Form
Booking
booked.
ii) Clear about payment terms
and conditions.
iii) Make them comfortable.
iv)Loan
i) Co-ordinate with home loan
Processing
company representative.
_________
ii) Give them all the documents
required for preapproval.
v)Registration
i) Complete all formalities of
Registration 1 day before.
_________
ii)Take registration timings from
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registrar office.
iii)Co-ordinate for registration
activities.
1 to 2 hrs
30 mins
2 to 3 hours
4. Customer Life Cycle
vi)Send Demand i) Calculate the demand letter Demand Draft
______
Draft
amount based on construction
stage.
ii)Send them in due form to
customer/bank.
iii)Send them reminder after a
week of sending demand
letter.
iv)Repeat till you receive rest
payment.
vii)Customer
i) Fill all the entries as you
Customer Account ______
Accounts
receive the paymentby Vidya Bhagwat
File
Trainings from
Bank/Customer.
ii)Inform the concern authority
for payment received.
5. Customer Life Cycle
viii)Possession
i) Complete all the payment and Possession Letter
NOC formality.
ii) Review the flat condition
before handover.
iii) Handover the key and allot
allocation letter.
_______
ix)Society
Formation
i)Give form to all members.
Society Form
ii) Collect itTrainings by Vidya Bhagwat
duly signed.
________
6. Documents involved in customer handling
process
There are various documents involved for handling a
customer. Starting from the time when the customer enters to
survey a flat till possession various documents are used.
List of those documents are as follows:
– Enquiry Form
– Booking Form
– Customer Account File
– Sanction Letter
– Builder’s NOC Trainings by Vidya Bhagwat
– Demand Letter
8. Enquiry Form
This is the enquiry form which the customer fills when he
comes to survey a particular flat. This is the initial form which
is being filled by the customer which helps the builder to get
more information about the customer. This form includes the
basic information about the customer such as name, address,
occupation, budget, contact number etc. which helps to do
follow up with the customer.
Trainings by Vidya Bhagwat
10. Booking Form
Booking Form is filled by the customer at that time when he
books a particular flat. This form contains the detail
information of the purchaser and also the amount he has to
pay at the time of disbursement.
Trainings by Vidya Bhagwat
12. Receipt book
This is the receipt given to the purchaser when he books for a
flat. The above diagram is a receipt given to a customer when
he has booked for a flat and given the booking amount.
Trainings by Vidya Bhagwat
14. Customer Account File
Customer Account File is a document which is used to keep
track of the payment schedule of the purchaser. Any time
when the purchaser pays, the detail of his payment is noted
and the form in which he pays i.e. by cheque or by cash is also
noted.
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16. Sanction Letter
Sanction letter is a document which is given by the bank to
the customer which includes all the details of the amount of
loan given to the customer and at which rate of interest. After
the disbursement starts then the amount will be recorded in
the customer account file.
Trainings by Vidya Bhagwat
18. Builder NOC
Builder NOC is a document submitted by the builder in his
letter head and submitted to the purchaser. And this
document reaches the bank via purchaser. The purpose of this
document is that the builder declares that he has a clear
property and the loan could be provided to the customer by
keeping the property in mortgage with him until the
purchaser pays the full payment.
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20. Demand Letter
Demand Letter is a document which is given to the customer
when his time of payment comes. Whenever the customer
has to pay for his flat then the demand letter is provided to
the purchaser. This document includes the total amount to
paid, the amount that has already being paid and the due
amount.
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22. Architect Certificate
The architect certificate is also necessary. Here the architect
checks the construction plan and also informs about the stage
till which the construction is made. This document is
submitted in the bank by the customer.
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23. Summary
• There are various documents involved in customer handling
process.
• Every document is compulsory and has its own importance.
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24. Assignments
1. Make a report on all the documents involved in customer
handling process.
2. Make a survey of customers who have booked flats and ask
them which documents they have submitted and filled.
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25. Assignments
1. How would you handle an angry customer who had an
inconvenient experience with one of your agents?
2. What factors of a property would you highlight to a first time
buyer with no knowledge of real estate? On the contrary
how would you handle an experienced buyer who is well
aware of the market?
3. Other than the five skills mentioned above, what other skills
do you think you need to possess Bhagwat maximum
Trainings by Vidya to ensure
customer satisfaction?
