PRESENTS: Coldwell Banker Gundaker’s Rapid Response System & Lead Incubation Tool WHAT IS LEAD...

PRESENTS:

Coldwell Banker Gundaker’s

Rapid Response System & Lead Incubation Tool

WHAT IS LEAD ROUTER?

Because Online Consumers:

•Ideally want a response in 15 Minutes

•E-mail 5 other brokers when they e-mail

you!

WHY A RAPID RESPONSE SYSTEM?

(E-Consumer research from NAR)

• Almost 50% of all internet leads are not

responded to at all!!!

• Average Agent response time is 54 hours!!!

INTERNET INQUIRY FACTS:

WHAT ARE THE BENEFITS?

• A powerful listing tool

• A valuable part of your unique

value proposition for home sellers

• Impress consumers with your fast

response time

Truly Remarkable Service!

Our Goal: To respond to

inquiries

Fast and First

• Captures inquiries from our online sources

• Routes them to you on your cell phone

• Provides an on-line “Contact Management

System” for you to track your leads

• Improves customer satisfaction, lead

conversion opportunities and SALE$!

WHAT DOES LEADROUTER DO?

Where do Leads Come From?

ColdwellBanker.comRealtor.com*Maps.Google.comTrulia.com*Yahoo!RealEstate.com*Zillow.comOpenHouse.comFrontDoor.comCraigsList.com

NYTimes.comMove.com*WSJ.com Roost.comCyberhomes.com60+ Newspaper SitesAol.com

Source: comScore Media Metrix (MM) July 2009 – based upon unique visits

* Top 4 Real Estate Web Sites

• Agent’s CBGUNDAKER.com Branded Site• Agent’s personal website

Also:

HOW DOES LEADROUTER WORK?

The Inquiry arrives at LeadRouter

LeadRouter routes it to you

WHAT HAPPENS NEXT?

Your phone rings, Within 60-90 seconds

CUSTOM RINGTONE FOR YOUR LEADS

THE PHONE CALL FROM LEADROUTER

• LeadRouter “Speaks” over the phone

• It reads the inquiry details to you, and

repeats itself

• You will hear:

• “If this is not voice mail, please press 1

• To ACCEPT, PRESS AND HOLD 1

FOR A SECOND (decline press 2 or hang up!)

Call or E-mail the person ASAP!

•Why?88% of Consumers stay with the FIRST Realtor who responds to their inquiry! (Source: NAR)

•The Lesson:A Rapid Response can increase your business opportunities

THEN WHAT?

Get there fast—Get there first

WHAT ELSE YOU SHOULD KNOW?

• Once the lead is accepted:• An e-mail is immediately sent to you with the

lead’s information • The Lead Router Website is updated with info• The consumer receives an e-mail with your

name and contact information.

• If the lead comes in after hours:• Consumer receives an e-mail stating that they

will hear from you during business hours - M-Sat 8:00am to 9:00pm, Sun 10:00am to 6:00pm

• FYI: Your business hours can be customized

LET’S REVIEW THE PROCESS

LeadRouterContacts

You

AWorking

RelationshipBegins

Consumer Makes

an Inquiry

You Rapidly

Respond

3 Types of Leads

What Kind of Inquiry?

Listing Inquiry General InquiryDirect to Agent

Inquiry

An Inquiry Arrives from One of Our Internet Sources

1. Listing Inquiry

3 Types of Leads

• Inquiry about your listing

• 15 minute “claim time”

• Lead Router will systematically notify you to update leads

2. Direct-To-Agent Inquiry

3 Types of Leads

• Consumer registers & requests you as a Preferred Agent

• Consumer contacts you directly regarding:

• Listing Inquiry• Personal Message - Automatically accepted for you.

3. General Inquiry

3 Types of Leads

• Company generated leads from non CBG listings (IDX)

• General requests for information

• Leads assigned to The eTeam

YOUR RESPONSIBILITY

•Update your leads• It only takes a minute or two• Maintain an active “green light”

status

Update Notifications will be received:• After 4 hours • Again after 7 days• Again every 30 days thereafter

4 hrs – 7 days – 30 days

HOW TO UPDATE A LEAD

• Log into Lead Router from a computer

• Log into Lead Router using the internet browser on your handheld mobile device and going to http://mobile.nrtinc.com

Tip: save this URL as a favorite/bookmark

LOGIN TO LEADROUTER

Visit

www.NRTGATEWAY.com

Input your User ID (your Gundaker E-mail address)Click on Forgot Password if you don’t know your Password

Email Address

Password

For first time users use Password34 capital P.

Local Admin links to our NRT Gateway Site

If you do not know your password – Select Forgot your Password.Put in your User IDAnd click Next and follow the steps.

NRT Gateway gives one point of entry to many areas

Click on LeadRouter

LeadRouter Main Screen

INITIAL SETUP

LIST OF LEADS

CALENDAR

INITIAL SETUP

Choose Primary or Alternate Phone Number

Primary number is always your cell phone

number

The FIRST time you need to retrieve a lead – call this

number and enter your pin#

CALENDAR FUNCTION

UPDATE A LEAD 2 WAYS

List of leads needing attention

1

Click on Name to see Details and Update Status

Maintain Green Light Status

UPDATE FROM MY LEADS

2

ACTION & COMMENTS

1. Select an Action from the pull-down menu

2. Enter Comments in the box

3. Select Submit

Called lead and setup an appointment.

COLOR CODES AND STATUS

•Green Light Status

Lead is in compliance with required update timelines

•Yellow Light Status

Lead needs to be updated within 24 hrs

•Red Light Status

Lead is out of compliance with required update

timelines

4 HRS – 7 DAYS – 30 DAYS

Lead Information: All contact information, updates and original consumer email are stored here.

Contact Information – View client contact information captured by LeadRouter. Add additional contact info e.g. address and phone number to centralize. Agents can also assign Attributes to lead (buyer, seller, etc),. Click SUBMIT if adding or editing contact information.

History Tab – Stores all Agent updates and shows a history of comments..

Original Email – Displays original client email from the web.

Lead Emails – Displays additional emails related to this lead.

LEAD INFORMATION

If any of your profile info is inaccurate contact your office administrator

Customize your hours here

Signature

MY PROFILE

• All eMail communication coming from LeadRouter will be from you.

• Signature needed for Action Plan Features to Work

MY SIGNATURE

Do you have Real Estate needs outside of my coverage area?I can help you find a Real Estate professional ANYWHERE in the U.S! Ask me how!

Jane DoeColdwell Banker Gundaker123 Mary StreetCity, State(123) 456-7890Jdoe@cbgundaker.com

LeadRouter & Outgoing Bonus Program

Agents who close outgoing referrals usually receive an average of $1,050 per closing!

You can now earn bonuses when you close your 3rd thru their 7th Outgoing Referral in a calendar year!

You could earn an additional $3,750 this year, in addition to the extra income you earn by sending and closing an outgoing referral through our Cartus Broker Network!

LeadRouter & Outgoing Bonus Program

Success Story:

“The client was originally a Lead Router referral. While showing him houses in the area, we discovered he had not listed his <out of town> home. We offered to have an experienced agent from Coldwell Banker contact them about marketing their home. He was pleased with the service we were providing and asked us to have a local agent near his home contact him. The moral of the story is, you must ask for the business and work to prove your worth to the client”

You could earn an additional $3,750 this year, in addition to the extra income you earn by sending and closing an outgoing referral through our Cartus Broker Network!

• Open Internet Browser on Smartphone device

• http://mobile.nrtinc.com• NRT Extranet Log in

Lead Router Mobile

Call NRT Help Desk for Lead Router Mobile issues

• Click on “Leads” • Click on the

“Name” to update

LeadRouter Mobile

START AN ACTION PLAN FOR YOUR

LEAD

18 months = Time from contemplation to actual purchase:

•Preliminary Research = 8.1 months

•Active Research = 5.8 months

•Finding, negotiating, closing on purchase: = 4.1 months

18 Months

INCUBATION is key!

Internet Consumer Behavior

• Automated series of events• Emails• Calendar Events

• Apply an action plan to a prospect, then:• System automatically sends emails from you• Drip Marketing over any period of time• Activities appear in your calendar

What are Action Plans?

• Plans can be created by:• Coldwell Banker (national brand)• Coldwell Banker (local company)• Your own customized plan

• Agents can use existing plans or copy, edit, and create their own• Can also use for leads that don’t arrive from the

Internet

Types of Plans

Action Plans Available:

• Buyer Plan

• Seller Plan

• Relocation

• Past Client

• Repeat Buyer

• LEADS Screen Select a Lead

Select Action Plan• Action Plan tab• Magnify glass to preview

Select a Plan for a Lead

• Set-Up Menu:• Action Plan Settings• Action Plans

Viewing the Plans

PRE-DEFINED BUYER

PRE-DEFINED SELLER

Three steps:

1. Create auto-emails.2. Create calendar events.3. Associate emails and events with your

plan.

You can also COPY a Coldwell Banker plan and make your own changes.

Customize your own plans

• Images to use in your auto-emailsIMAGE GALLERY

1.Brand

2.Company

3.User

Drag & Drop your image to your signature

• LEADS Menu• My Action Plan Activity

What is happening for me?

•Keep Checking In. Remember the statistics: the FIRST Realtor to respond will usually be the person the prospect purchases with.

•Don’t Give Up. Internet consumers may not respond right away. They need systematic incubation.

•Follow-up emails

•Market Action Reports

•Home Search Alert

•eNewsletters

•Just sold / Just listed cards

STAYING IN TOUCH

FINALIZING A LEAD

• Closed Transaction !!!!!

• Bogus – Invalid Contact Info

• Dead – Don’t Consider a Lead Dead Unless:

• The Consumer requests no contact

• Multiple contact attempts including e-mails and

voicemails over a 3+ week period

Why? – About 50% of consumers take 12-24

months after initial contact to complete a

transaction

LeadRouter Re-Cap

To Accept a Lead

Press and #1

on your cell phone

HOLD

Lead ArrivesLead Arrives

Agents get firstchance

via cell phone

15 MinuteClaim Time

(Assume claimed)

Initial Follow UpInitial Follow Up

Agent must update lead

within 4 hours

Next Check InNext Check In

Next update within 7 days

Periodic Follow UpPeriodic Follow Up

Periodicallyupdates

every 30 daysuntil lead becomes

a transactionor dies

4 - 7- 30

THE PROCESS

Lead Router 877.735.3237NRT Help Desk 877.NRT.HELP

Important Phone Numbers

Enter these in your cell phone!

Email us to let us know you’ve completed this training at

customerservice@hrc.cbgundaker.com

PRESENTS: