Table Of Contents

1

Table Of Contents

__________________________________________

• What is GetHomes
• What we do
• GetHome Package
• GetHomes Plus Package (including Visio Chart)
• 2) System of Touch Points
• Phone
• E-mail
• 3) Lead Flow, Incubation Management
• Timing of Contact
• Incubation Period
• Segmenting leads (a.b.c)
• Managing Lead Flow
• 4) Updating Lead Tracking System
• Importance of Consistent Updating
• Back End

2
What is GetHomes_________________________________
___________________________
Industry research confirms that todays real
estate consumer relies heavily on the internet as
their primary source for real estate information.
Approximately 80 of consumers begin their real
estate search online, often before they contact a
Realtor. GetHomes value proposition to the
homebuyer is the provision of MLS listing
information that meets their unique criteria, the
instant the information is placed on the market.
This is facilitated by participating GetHomes
Sales Representatives who agree to set their
leads up on email listings notification available
from their real estate board. The value
proposition to participating GetHomes Sales
Representatives is they reach online homebuyers
first and therefore have the best chance of
converting the client. By lettering GetHomes
capture your online leads, you have more time to
follow up and convert those leads to
business. Currently GetHomes is available in over
65 cities throughout Canada.
3
GetHomes 299/mth Package________________________
____________________________________

• Lead Volume Leads generated from GetHomes are
  automatically assigned to ensure you receive 120
  leads during your six month term (approximately
  20 per month)
• Lead Targeting Leads come from the city you work
  in, and where possible, from the neighbourhoods
  of preference. You have the ability to select
  and rank your preferred neighbourhoods, but agree
  to service all neighbourhoods in your city.
• Lead Filtering Leads are subject to a filtering
  system to help weed out false consumer
  submissions, if possible. It is important to
  note that the filtering system does not have the
  ability to filter out false leads.
• Lead Notification Once a lead is submitted, an
  email notification is sent directly to you, so
  you may immediately react to the lead request.
  Research shows that online leads responded to
  immediately, have a better chance of conversion.
• Coaching Calls You are invited to the GetHomes
  coaching call which occurs once a month for all
  agents. The call includes helpful tools for
  succeeding and offers the chance to learn from
  other successful GetHomes participants.
• A dedicated GetHomes support team out of head
  office that is available for trouble shooting,
  helpful tips and any guidance necessary

4
GetHomes Plus 499/mth Package___________________
_________________________________________

• Lead Services In addition to all the explained
  benefits that the 299 package enjoy, GetHomes
  Plus participants enjoy additional services
  facilitated by our third party vendor, Lead Qual.
• Lead Contact Leads are contacted within five
  minutes of their submission during extended
  business hours, helping your conversion rates.
  The lead will be released to you for your timely
  follow up where multiple contact attempts are
  unsuccessful after 24 hours.
• Lead Verification Leads successfully reached by
  Lead Qual are verified for the correct name,
  contact and real estate search criteria
  information. In all cases, the phone and/or
  email will be valid.
• Lead Quality An average of 11 leads are
  unqualified by Lead Qual by the time you receive
  your monthly quota of 20 leads. Some leads are
  obviously false and are immediately unqualified.
  Others are less obvious, but are later
  unqualified. For example, the lead may already
  be working with a Realtor, the lead may
  subsequently decide that they no longer want the
  service, etc.
• Lead Introduction Leads are positioned the
  benefits of speaking to a Sales Representative
  immediately. For those who agree to speak to the
  Representative, a warm telephone transfer to you
  is provided. Warm transfers have considerably
  improved conversion potential and should be
  accepted by you wherever possible.
• A valid phone number denotes a working number
  that is an exact match to the lead name on the
  voicemail, where available. This scenario also
  includes phone numbers where there is no name on
  the voicemail and where no voicemail is
  available, ensuring that no lead is left
  unfulfilled. The assigned GetHomes Plus Sales
  Representative retains the opportunity to develop
  the lead where possible.

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6
Live Transfers___________________________________
_________________________

• Live Transfers are available on the GetHomes Plus
  package
• Leads are positioned the benefits of speaking to
  a Sales Representative immediately. For those
  who agree to speak to the Representative, a warm
  telephone transfer to you is provided. Warm
  transfers have considerably improved conversion
  potential and should be accepted by you wherever
  possible.
• When a lead accepts the transfer you will get a
  phone call with an automated message letting you
  know that a live transfer is available. You need
  to press 1 to accept or 2 to decline. If you do
  not press anything, it will go through as a
  decline.
• If you press 2, in the event that you are with a
  client or otherwise indisposed, you will get an
  email with all the lead information so that you
  can follow up after. Your lead will not and
  cannot be reassigned. They will be told that you
  are currently unavailable and will get back to
  them ASAP.
• When you press 1 to accept you will be live
  connected to both the Lead Qual agent and the
  lead. Anything you say from this point on can be
  heard by both parties, so remember to keep your
  professionalism in tack.
• The agent will introduce your lead by their name
  and let you know that they are looking for a home
  in your desired neighbourhood (s).
• The Lead Qual agent will then hang up and you
  will be connected only to the lead.
• A copy of the leads information will come through
  to your email immediately.
• Live transfers are done through an automated
  dialling system that connects your desired
  neighbourhoods to the leads on the line. If for
  some reason your lead has mixed up their desired
  neighbourhoods you should let them know that you
  would be happy to refer them to an agent in their
  actual desired neighbourhood (referral fee!!),
  you should not however tell the lead you do not
  cover their area and hang up.
• There should never be disputing with the Lead
  Qual agent for two reasons. One, your lead is on
  the phone and can hear everything, and two, they
  have not chosen to call you, it is a system
  automated call, they cannot re-assign the lead,
  this is your lead. Any issues with leads after
  the fact can be directed to the GetHomes team at
  admin_at_gethomes.ca

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System of Touch Point____________________________
________________________________

• Making Contact on the Phone
• Once you have received a lead from GetHomes, the
  first step is to immediately contact that lead.
• Studies show the faster the response time, the
  higher the percentage of converting the lead to
  the next step in the sales process.
• Many of these leads will be difficult to reach by
  phone. According to industry expert, Sean Fox,
  EReply, you will be unsuccessful at reaching
  approximately 50 of leads generated online via
  telephone. You may have more success via email,
  so dont be discouraged. Leave a voice message
  saying you will email them. Using multiple
  communication vehicles will increase your odds of
  conversion.
• Helpful Phone Tips
• Let your lead know that you are there to help
  them.
• Remind your lead that there is no pressure or
  obligation when speaking with you.
• Assure your lead that the information they have
  submitted will remain confidential.
• Offer to help your lead beyond finding them a
  home (offer helpful articles, market studies).
• Ask your lead what they want and need and hear
  their responses.
• Dont dismiss what they are saying just because
  you think its unreasonable most people are
  giving you their wish list.

8
System of Touch Point____________________________
________________________________

• Making Contact by Email
• The reality of the online world is that these
  leads may not want to communicate via telephone
  initially. Our suggestion is to make the initial
  telephone attempt, but combine it with email
  communication.
• Ask for interaction as the next step in building
  the online relationship. This means making it
  inviting to interact with you. In our suggested
  email templates, you will see different calls to
  interaction for different time frames throughout
  the incubation and conversion period.
• Helpful Email Tips
• Check Your E-Mail Often.
• Create Folders.
• Copy Messages Using Blind Carbon Copy (BCC).
• Create a Clear, Meaningful Subject Line.
• Add a Signature to Your Message.
• Be Concise. Be friendly and use full sentences,
  but get to the point quickly.
• Watch Your Spelling and Grammar.
• Dont use Caps Lock.
• Allow your reply address to serve as an
  unsubscribe function.

9
Sample phone scripts

• Call One (Timing Immediately upon receiving the
  lead)
• May I speak with Mr./Mrs. Lead please?
  (Response) Hi Mr./Mrs. Lead, my name is ______
  with Royal LePage ABC Realty, and the reason Im
  calling is because you requested information on
  property listings in
  online at the GetHomes website. I wanted to make
  sure that I have the correct information so I can
  set you up to receive automatic updates on the
  latest property listings in your communities of
  interest. Your name is spelledand your email
  address is and the communities you would like
  listings in arebetween the price range ofGreat
  Mr./Mrs. Lead, Ill get you set up to receive
  this information immediately. By the way, most
  people who request this free information are
  considering buying a hometell me, are you
  planning a move anytime soon? (Response) Okay,
  thanks Mr./Mrs. Lead, have a great day!
• Call Two (Timing 3-5 days after setting the lead
  up on auto listings)
• Hi Mr./Mrs. Lead, it is ______ with Royal LePage
  ABC Realty. A couple of days ago I set you up to
  receive property listing information that you had
  requested from the GetHomes website, I was
  calling to make sure you had started receiving
  the information via email. (Response) GreatI
  dont know if youve had a chance to look at the
  any of the property listings, but if you have any
  questions, please feel free to call or email me,
  my contact information is on the emails. Thank
  you and have a great day!
• Call Three (Timing 2-4 weeks after setting the
  lead up on auto listings)
• Hi Mr./Mrs. Lead, it is _____ with Royal LePage
  ABC Realty. A while back we had spoke when you
  requested property listing information from the
  GetHomes website. Most people who request this
  information are planning on buying a home. Thats
  why I am calling, to see if you are planning a
  move and to see if I can be of assistance to you.
  How soon do you plan on buying? (Continue to ask
  qualifying questions, if you see potential,
  continue to the next step, if not delete from
  auto listing follow up).
• Call Four (Timing4-8 weeks after setting the
  lead up on auto listings)
• Hi Mr./Mrs. Lead, this is _______ with Royal
  LePage ABC Realty. A while back you requested
  property listings from the GetHomes website. Over
  the past few weeks (months) we have spoken a few
  times and Ive been sending you emails on
  properties in the communities you indicated
  interest in. At this point, I am at a crossroads.
  If you are still interested in buying, I will be
  happy to continue to provide you with this
  helpful information at no cost. If you have
  decided not to buy, I will take you off my list
  so that you are not receiving unwanted emails
  from me. What are your plans? (Make
  determination.)

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Sample E-mail templates

• First Response Email Template (Timing
  Immediately upon receiving the lead)
• Hi Mr./Mrs. Lead,
• Thanks for visiting and requesting information
  through the www.GetHomes website. I would be
  happy to start sending you information on
  properties in between
  the price ranges of .
• Could you please reply to this email to confirm
  that I do have the correct information for your
  request. Once Ive received your reply, you will
  start receiving property information with 24
  hours.
• In the meantime, I realize that you are
  currently in the information gathering stage, and
  may not be ready to open up about who you are,
  or what your real estate needs may be at this
  time. As a fellow Internet user I certainly
  understand, so please be assured that I will
  completely respect your online privacy.
• Therefore, you will only be contacted by me
  based upon your requests for information or
  services. If and when you are ready to explore
  your real estate needs further, I will be happy
  to assist you.
• Have a great day, and I look forward to hearing
  from you.
• Lets look at the important elements of this
  first response email
• Weve responded quickly. Remember the importance
  of being a Quick Response Sales Representative
  (QRA).
• Weve personalized the content to match their
  request (community and price as indicated on
  their request from GetHomes.).

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Sample E-mail templates

• Second Response Email Template (Timing 2-3 days
  after initial email response)
• Hi Mr./Mrs. Lead,
• Thanks for visiting and requesting information
  through the www.GetHomes website. I sent you an
  email a couple of days ago to confirm the
  communities and price range of properties you
  would like information on. Since, I havent heard
  back from you Ive moved forward and set you up
  to receive property listing data based on the
  information you originally provided in your
  request through the GetHomes website.
• If you no longer wish to receive this
  information please reply to the email with
  remove in the subject line and I will
  discontinue emailing you.
• By the way, most people who request this free
  information are considering buying a homeIm
  curious, are you planning a move anytime soon?
• I look forward to hearing from you, have a great
  day!
• Third Response Email Template (Timing 3-7 days
  after initial email response)
• Hi Mr./Mrs. Lead,
• A few days ago I set you up to receive property
  listing information which you had requested from
  the GetHomes website. I just wanted to make sure
  that you had started receiving the emails with
  property information that matched your request.
• I would really appreciate it if you would take a
  second to reply to this email to let me know that
  you are receiving the information. Also, if you
  have any questions on any of the properties in
  the emails just let me know and I would be happy
  to find out the answers. I look forward to
  hearing from you, have a great day!

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Sample E-mail templates
Fourth Response Email Template (Timing 2-4 weeks
after initial email response) Hi Mr./Mrs.
Lead, A while back you requested property
listing information from the GetHomes website.
Since that time Ive been sending you emails on
properties for sale that match the criteria you
submitted. Im curious, are you planning a move
in the near future? Most people who request this
information are planning on buying a home. In my
experience, when gathering information for a
potential home purchase it is helpful not only to
have research on properties for sale but
also The neighbourhoods that you are interested
in living in Mortgage and financing options The
buying process The paperwork involved in
purchasing a property The market conditions of
the area What similar properties have sold
for And many other important aspects that will
effect your decisions. As a professional Sales
Representative I have information on all these
aspects of the home purchase. If you would like
to receive information on any of these areas just
let me know and I would be happy to help you
learn more. If you no longer wish to receive my
property information emails please reply to this
email with remove in the subject line and I
will discontinue emailing you. Alternatively,
Ill continue to send you the emails and hope you
find value in them. I look forward to hearing
from you, have a great day!
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Sample E-mail templates

• Fifth Response Email Template (Timing 4-8 weeks
  after initial email response)
• Hi Mr./Mrs. Lead,
• A while back you requested to receive property
  listings information from the GetHomes website.
  Over the past few weeks (months) I have been
  sending you emails on properties in the
  communities and price range you indicated
  interest in.
• At this point, I am at a crossroads. If you are
  still interested in buying, I will be happy to
  continue to provide you with this helpful
  information at no cost. If you have decided not
  to buy at this time, I will take you off my list
  so that you are not receiving unwanted emails
  from me.
• Please take a moment to reply to this email and
  let me know if you would like to continue
  receiving property information from me, or if you
  would like me to discontinue this service.
• I look forward to hearing from you, have a great
  day!

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Lead Flow _______________________________________
_____________________

• All Sales Representatives on the GetHomes program
  are guaranteed a minimum of 120 leads over the 6
  month contract
• You are not charged extra if the program over
  delivers and you are refunded for any under
  delivered leads
• Working a system of touch points, utilizing a
  database manager, leveraging data communication
  technology like a BlackBerry, and having the help
  of an assistant for timely responses (where
  possible) are good ways to help manage your lead
  flow

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Managing Your Leads _____________________________
_______________________________

• Be a Quick Response Sales Representative
• Deliver on your promise, set up the lead on Auto
  Listings within 24 hours, even if you havent
  heard back from them
• Set them up in a contact management system, like
  Outlook, adding them to your database and
  scheduling the timing of your touch points.
• Start by following the Telephone scripts and
  E-Mail templates provided by GetHomes. Over time
  you may want to customize these touch points to
  your own personal style
• Dont focus on the leads that are not
  materializing, the good leads will bubble to the
  surface quite quickly
• Remember, just because someone isnt ready now,
  doesnt mean they wont be ready in 6 months from
  now. Keep in touch with positive people. They
  have a higher conversion potential.
• Review your Online Lead Conversion Manual which
  includes all E-Mail and Telephone scripts

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Incubating Leads _________________________________
___________________________
At GetHomes we are capturing the lead at the
earliest part of their real estate buying
process, so patience is essential when working
these leads. A typical online lead requires a
longer incubation period than a traditional buyer.
What is the average turn around time from lead
receipt to transaction?
Industry sales cycles average 6 months. By
comparison, the GetHomes sales cycle has proven
to averages between 4 to 5 months. Incubate
leads today for business tomorrow.
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Incubating Leads _________________________________
___________________________
What is the appropriate timeline to stop
incubating leads?
Before removing anyone from your auto-listings,
remember to give them a final chance to respond.
Between the 4 to 8 week mark, email and/or phone
them to let them know that youve made several
attempts to help them with their real estate
transaction and that you will continue to be
there to assist them as requested. And, when
they are prepared, youd be happy to set them up
on auto-listings again.
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Tips on Working Leads ___________________________
_________________________________

• Show the lead what is in it for them-what
  benefits are you bringing to the table?
• Dont be caught off guard if the lead is
  surprised to hear from you
• Be clear and explain exactly how you got their
  information
• Be a quick response Sales Representative, get in
  touch with the lead in one form or another
  quickly (with GH Lead Qual will do that for you)
• Dont be pushy, accept that the lead is looking
  for anonymity until they feel they can trust you
• Always deliver on your promise of listing
  information
• Be a source of information to the lead
• Never disregard a lead because their information
  is not in line with reality, they are giving you
  their wish list, use this as an opportunity to
  manage expectations.
• If you dont deliver what you promise, someone
  else will.

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Segmenting Leads _________________________________
___________________________
Agents may ask you to sort their leads into
different groups. Usually they are divided based
on their stage in the buying/selling
process. Example A Leads- will be
buyers/sellers who are currently active in the
buying and/or selling process. They would like
to start working with an agent, receiving
listings and visiting properties. These leads
will require more attention and more follow
up. B Leads- will be buyers/sellers who are
interested in buying/selling but not ready to
start seeing properties. They may want
auto-listings, additional information on home
buying/selling, and may have a number of
questions for the agent. They are between 60 to
120 days away from purchasing. These are
promising leads that should not be forgotten. A
drip marketing campaign can work well for these
agents. C Leads- will be buyers/sellers that
are more than 120 days away from looking but
would like information from the agent such as
saving tips, neighbourhood information etc These
leads would benefit from a drip marketing
campaign, so that you do not spend to much time
on them but your name remains on their mind. D
Leads- will be leads that you will not focus on,
they are uninterested, already have an agent etc
Usually these people have asked to not be
contacted so we recommend you follow their
request and remove them from your database.
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Tools for Success _______________________________
_____________________________

• The Prospect Management Campaign, can be found in
  the Royal LePage Marketing Centre, and is
  available to all of you participating in the
  Platinum program. There is one for buyers and
  one for sellers. Each has 6 separate fact sheets.

• These sheets are designed to educate your
  prospects on each step in the buying or selling
  process.
• These sheets position you as the real Estate
  expert, ready to assist.
• They can be sent as a drip marketing campaign, on
  a daily, weekly or monthly basis depending on
  your prospects timeline.
• These fact sheets can be printed or, emailed out
  as embedded HTML.
• The Royal LePage Marketing Centre continues to
  add beneficial tools on an on going basis
• https//www.rlpnetwork.com/auth/portal/default/Rea
  ltors/GYB/MarketingCentre
• Your opportunity to convert leads will benefits
  by providing information, education and support.
  They know you have their best interest at heart.

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Tools for Success _______________________________
_____________________________

• Royal LePage TV
• This is similar to the first tool, however it is
  delivered via Video on Royal LePage TV.
• These professionally designed, shot and performed
  videos-5 in the buyers series and 5 in the
  selling series-can be emailed to your clients and
  accessed via a web link.
• www.royallepagetv.ca 
• Podcasts
• Helping You in Real Estate podcasts are hosted
  by Linda Leatherdale , Money Editor of the
  Toronto Sun.
• You can currently download a podcast web link and
  email it to your clients.
• There are currently two available podcasts 1)
  2007 Royal LePage Recreational Property Report
  and 2) current real estate market.
• https//www.rlpnetwork.com/auth/portal/default/Hom
  e/News/Marketing
• RoyalLepage.ca, Press Releases, Podcasts
• All of the tools allow you to inform and,
  educate your prospect and inspire their
  confidence.
• Only Royal LePage offers these tools to help you
  manage your prospects, differentiating you from
  your competition. These tools are all provided
  at no additional cost, and are easy to use.

22
Lead Tracking System ____________________________
________________________________

• The Lead Tracking system is accessible through
  the back end of GetHomes.ca. Once you login
  through Agent Login you will be directed to your
  account. This is a great tool to help manage
  where your leads are in the buying process. Not
  only can you see the updated status you will
  input you can also review the lead and make any
  additional changes should that leads requirements
  change.
• It is crucial for you to remember to update your
  Lead Tracking System, in a timely fashion,
  particularly with your sales. This keeps you
  organized and helps us share lead conversion
  statistics in aggregate so that you can compare
  your progress to the average of your GetHomes
  peers.

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Lead Tracking System _____________________________
_______________________________
Status Terminology Select- standard label for
leads which have not been adjusted since being
assigned to you Accepted-Offer in Place- You have
placed an offer on a home for your assigned
lead Attempting Contact via Phone/Email You are
attempting to contact this lead via phone or
email Contact Made- Buyer Agency Agreement You
have contacted this lead, and they have signed on
to work exclusively with you Contact Made- Buying
Selling You have made contact with this lead
and they are looking to enlist you in the selling
of their home and the purchase of a new
home Contact Made- Customer on Hold This
customer is interested in speaking to you,
however they are not ready yet Contact Made-
Discussing Listings- You have reached this
customer and they are inquiring about certain
listings but have not signed with you yet Contact
Made- Listed Property- You have reached this
customer and they have brought you on to sell
their current property Contact Made- Set Up on
Auto Listings- You have reached them either by
phone or email and they have assured you that
they would like to be set up on auto listings to
see potential properties Contact Made- Showing
Properties- You have started to take this lead
out to view potential properties but you do not
have a signed buyer agency agreement Contact
Made- Unqualified- You have reached this lead,
but they are not qualified for you to work with
(ie currently have a buyer agreement with
another agent) Transaction Closed by Competitor
One of your competitors has closed on a property
with this lead Transaction Closed by Me- Buyer-
You have sold this lead a property Transaction
Closed by Me- Buyer/Seller- You have both sold
this lead a property as well as sold their
property Transaction Closed by me- Seller- You
have sold this leads current property Transaction
Closed by My Referral- You referred this lead to
another sales representative whom sold/helped
purchase a property Unable to Contact via
Email/Phone- You have been unsuccessful at
reaching this lead/the lead has not returned any
communication attempts.
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Consumer Objections and Responses _______________
_____________________________________________
Objection Leads are surprised to hear from an
agent Response -Surprised does not mean upset,
you have a small window of opportunity to explain
why you can be of help to them, even if they
werent expecting your call. -Tell them how you
can add value to their search for the perfect
home. -Assure them that they are not required
to sign any agreements with you currently, you
would just like to offer your
assistance. -Consumer MLS system has a delay to
it and statuses could have changed by the time
the public can see it. ___________________________
__________________________________________________
_________________________ Objection I am just
looking for what's available out there I am not
interested in buying Response -How come you
arent currently looking to buy? -Already own?
You could provide them renovation information,
and interesting articles on how to increase the
value of their home, but not necessarily set
them up on auto listings -Cant afford? You
could offer them helpful mortgage information,
saving techniques, or educate them on how they
can afford -Educate them on MLS, let them know
aside from individual websites, it is the only
mass listings site. Let them know that
information on that site is a few days old, but
you can get them up to the minute information
when they are ready -Re-iterate that there
is no pressure __________________________________
__________________________________________________
__________________
25
Consumer Objections and Responses ________________
____________________________________________

• Objection I am already working with an agent
• Response -Do you currently have a signed
  contract with them?
• -Yes- your agent should be able to find you all
  the information you have requested through me.
  If you find your situation is not working
  out with that agent feel free to let me know,
  however once you have signed with an agent I am
  not comfortable providing you information
  (makes you look like a good person)
• -No-are there any reasons you have not currently
  signed with your agent? Are they not providing
  you with the type of service you require?
  Are you looking for multiple agents?
• __________________________________________________
  __________________________________________________
  __
• Objection Price points ( more of a wish list)
• Response -Have you done any current market price
  investigation for your neighbourhood?
• -Currently the average home in your
  neighbourhood is xxx xxx
• -Is your price point flexible? What about your
  location or amenities?
• -If they are flexible, offer them options
  perhaps in a different neighbourhood, or in a
  home that has different or less amenities
  that they were looking for

26
Consumer Objections and Responses _______________
_____________________________________________
Objection I thought GetHomes is like a Search
Engine and MLS. I thought GetHomes was a listing
tool Response -The only full service search
engine available on the market is MLS.ca, however
MLS listings are 4 to 5 days old when they are
posted for the public. -Sales Representative
have access to additional information not listed
on the public MLS site. You can only view
these if you are associated with an
agent. -What was the reason you were looking
for listings? -Are you not finding what you are
looking for on MLS? Perhaps I know of some
exclusive listings that may be a better fit
for you? -Bring up your circle of influence/RLP
network/ for sale by owner ______________________
__________________________________________________
______________________________ Objection I was
just testing the system Response -Thats not a
problem, what results were you looking to
get? -Based on the response, how can you help
them with the results they were looking for?
_______________________________________________
__________________________________________________
_____
27
Q A