Manager’s Coaching Chart

This chart is designed to help you diagnose performance and provides some suggested actions you can take.

Topic: Open Houses
Key Questions / Suggested Actions
If you’re not pleased with the business you’re generating from the Open Houses, why do you think this is so?
When are you doing your Open Houses? Attendance? Location?
Did you put out 8 directional signs?
Tell me about what you do at an Open House? What do you say to people? How do you close?
Did you make calls to invite people to come to the OH?
Did you target the next buyer level in that town? (target those who would see this as a “move up” neighborhood)
Did you send a thank you note or follow-up email to all guests? / Show them the benefits – share Open House success stories.
Identify on your productivity board business generated from Open Houses.
Role play situations to give the Associate practice on building rapport, providing information/value, closing for the appointment.
Ask the Associate to come to the next meeting with the Open House Guest Registers to review together (# attending, are they getting people to sign in, are they following up, etc.) – you can tell who really “works” their Open House sheets by reviewing them.
Assign the Associate to an Open House with another Associate who has a high success rate for generating business from Open Houses. And then at the next one-on-one, ask the Associate what s/he learned.
Take out planner and book dates for next two months.
Topic: I-Call
Key Questions
/
Suggested Actions
How do you feel about I-Call?
Do you prospect regularly?
Walk me through how you conduct a typical call. What do you actually say?
Have you been using the I-Call Sheet? How’s that working for you? / Provide the Associate with dialogue (the Associate Calling and Follow Up Guide located online on WeichertOne/Sales Associate Resources/Prospecting for Business will prove useful here). Ask the Associate to select dialogue that is comfortable.
Review the Associate Calling and Follow-Up Guide with dialogue and tips
Pair the Associate with a strong caller in Call Sessions or one-on-one.
Ask the Associate to sign up for additional time in Call Sessions.
Consider contracting for performance: If you know the Associate will get the results if s/he would only do it, make a deal with him or her – “I’ll buy you lunch if after doing this for two months you don’t get at least 4 appointments.”
Take out planner and book dates for next two months.

Manager’s Coaching Chart (continued)

Topic: Direct Mail
Key Questions / Suggested Actions
Are you mailing regularly? How many?
How did you select the area you’re mailing to? Did you evaluate the turnover in the neighborhood? What’s the turnover on your streets? Three years past, two years past, last year? Has anyone moved? (maybe the farm area needs to be switched)
How do you follow up on your Direct Mail? What other activities are you doing to establish yourself as the neighborhood specialist? / Reinforce in sales meetings listings that come from mailing.
Consistency is the key. Ask the Associate to mail regularly.
Ask the Associate to keep their neighborhood informed – let them know about new listings, just sold, etc.
If appropriate, change the farm to one that shows historically a good turnover to increase chances of business being generated from mailing.
The following actions, partnered with consistent mailing ensures a powerful presence in the neighborhood:
-Suggest a block party and have the Associate sponsor the event.
-Sponsor a town garage sale event.
-Call into the neighborhood about town-specific events that the neighbors would want to hear about.
Have them bring samples of their farming pieces to the next meeting.

Manager’s Coaching Chart (continued)

Topic: Opportunity Time
Key Questions / Suggested Actions
How do you feel about opportunity time?
Why do you feel that way?
Why do YOU think you’re not getting more business from Opportunity time?
Walk me through a typical call and how you handle it.
How do you approach Opp Time?
How do you prepare for Opp Time? What do you bring? / If you want Opp Time perceived as a valuable tool, treat it as such. It’s a privilege, not a right or a burden. If someone misses their scheduled time, then remove them from the schedule for a period of time.
Share results from Opportunity Time. If you haven’t already done so, establish a Call Tracker – Name of Associate, Property client called in on, from sign? Web? Show business coming in. See who is getting business and follow up with Associate.
Role play with the Associate typical dialogue, showing him/her how to close for an appointment.
Give Associate the Key Actions at the Point of Sale for Walk-ins and Front Desk.
Train the Associate how to obtain information BEFORE giving information. For example, “I’d be happy to get that information for you, but I need a little bit of information first . . . “
Assign the Associate with excellent closers for their scheduled Opportunity Time. Prepare the other Associate, “I’m purposely pairing you with Associate _____. Would you teach her how you close for the appointment?”
Informally, observe the Associate on Opp Time. Assess how prepared s/he is and how s/he handles the calls. Follow up with the Associate during a one-on-one with key suggestions to generate business.

Manager’s Coaching Chart (continued)

Topic: Lead Network
Key Questions / Suggested Actions
If Associate is NOT on Lead Network: Have you considered joining the Lead Network? What are thoughts on this?
If Associate is on Lead Network, but not generating business: Why do you think you have no closed or pending transactions resulting from the Lead Network leads?
How are you working with the Lead Network? Updating your portal? Tell me about the leads. / Re: Referral Fee Lead Network is taking: “You know what . . . there’s a cost associated in generating this extra business and we do have to pay for this. We have to look at this as business you would not have received otherwise. And they only receive a percentage when the transaction actually closes. You don’t pay for every lead they send you.”
Coordinate a Lead Network session to have Lead Network Specialists share successes and what they do to convert leads.
Ask the Associate to interview a good Lead Network Specialist and discuss with you what s/he learned that s/he might apply in her business.
Review the Orientation and Training Checklist and role play key dialogue
Topic: Pure Gold/ Sphere of Influence
Key Questions / Suggested Actions
Are you following up with your past customers and asking them for referrals?
Do you have a good contact management system that will help you in following up?
What do you find most challenging about doing this?
Do you see the benefits of having a good follow-up system?
Walk me through your dialogue when you reach out to your Past Customers and Sphere asking for a referral. / Pure Gold follow up is a good business generator and one that expands the Associate’s client base and sphere of influence. Staying connected with past customers is building relationships for life. It’s also a “warm” call. Encourage the Associate to do this.
Remind Associate of this formula: Call 100 people, speak to 30 and get 1 appointment. Odds will increase with a Pure Gold base.
Suggest not only asking the past clients how long their house will be working for them but if they know anyone who will be moving in the near future.
If the Associate does not have a contact management system, suggest they use WeichertPRO. Suggest following up with this core client base quarterly. Follow up with the Associate in the next meeting to find out if the calls went well and what business or leads s/he received from it.
Ask the Associate to bring their Pure Gold/Sphere of Influence contact information with them to your next meeting.

Manager’s Coaching Chart (continued)

Topic: FSBOs/Expireds
Key Questions / Suggested Actions
Are you calling FSBOs and Expireds?
How is this working for you?
What are your key challenges here?
Where do you think you may need help?
Share with me the dialogue and approach you use with FSBOs and Expireds. / It takes an extra effort to go after FSBOs and Expireds. Remind the Associate of one obstacle that’s not in the way . . . these are people who really need to use Weichert’s services.
This requires a higher skill set. With experienced Associates, this is a prime area to capitalize upon. Ask the Associate to interview an Associate who excels at FSBOs and Expireds. Learn about what this person does to be successful in this area and then discuss with you what s/he learned.
Arrange for the Associate to go out on an appointment with an Associate who consistently gets FSBOs and Expireds. Ask the Associate to listen in on calls the “experts” make to secure appointments with FSBOs and Expireds.
Topic: Referral, Interoffice, etc.
Key Questions / Suggested Actions
Have you ever considered working with a few of the Referral Associates to help you develop your own lead generation group? / “I believe in you and your commitment to doing the work we discussed. The next relocation lead I get, I’m going to give to you. What I need you to commit to is the follow-up we talked about. It seems to be a common theme in the areas we’ve been discussing. Can you do that for me?”
Call the Referral Network and get the names of Referral Associates in your farm area. Call them directly and invite them to a luncheon. They can help you prospect, actively refer to you. Putting a face to the name will help the Associate in creating this network.
Topic: Training/Education
Key Questions / Suggested Actions
What areas do you feel you need more training on? / Consider creating in-office workshops targeting topics for which your Associates require more training. Invite Associates to help train in areas of strength and to attend for those areas they need to build upon.
Encourage Associates to be logging onto WeichertUniversity and taking at least 2 online courses a month.
SpecificWeichertUniversity Courses geared towards helping increase Associate productivity:
-Buyer Consultation
-Art of Negotiation
-Lead Follow up
Explore Board seminars, supplementary training, etc. to assist your Associates.
Consider inviting guest speakers to your sales meetings to present success stories and sales tips for specific areas requiring further focus.
Seek out a seasoned Associate who can help the Associate in a specific area.
Topic: Self Promotion
Key Questions / Suggested Actions
What are you doing to put your name in front of the public?
How are you promoting yourself as the Neighborhood Specialist?
Have you joined the local business networking group?
Do you wear your nametag everywhere you go? / Help provide space for a local book sale, garage sale.
Provide a Public Relations piece showcasing the Associate’s community involvement.
Search the internet to find local business networking groups you can join.
Put your nametag on when you go food shopping.
Create a Market Activity Update for the neighborhood and mail or give to neighbors.

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