Hi. Good morning. A lot of people join in. Welcome, welcome. Yes, I probably do need a haircut looking at myself for making me realize I’ll get one soon. Good morning. Bright and early. It yeah, nice and bright. That okay. I’m going to get started relatively on time. Lot of people have joined. Thank you everyone for joining. No, it’s midweek hump day Wednesday, but hopefully we’re getting to the end of the month. We’re going to have a good month. Okay, let’s get started. So yesterday we spoke in quite a lot of detail about the six or seven steps that your activities you need to do after you speak to a client and a few people have messaged, just be like, what do we do with a non responsive client? How do we reengage someone who’s not replying? So I’m going to go through a few kind of bits of information about how I would do it. I’m hoping you guys can take away a few nuggets to implement in your process to try and get a higher response rate from some of those clients. Ultimately, there is no real secret to this. There’s just a few things that I’ve learned over the years that has helped me get a higher response rate than someone else in my market. So let me just share my screen here. I think it’s Google Chrome. Hopefully it’s that one. Okay, let’s skip off WhatsApp come back to that. So one thing I want to highlight and what I realized is that non responsiveness typically comes from it’s much higher. In many cases where people don’t get back to leads fast enough. They’ve proven through statistics that a response time within five minutes can actually lead to 100 times increase in response rates back from the client. I’ve got a statistic down here. Let me just get it up. There’s a lot of stats. So this is actually a document the customer support team uses as a reference for their training. So I just want to show you guys what they do. Here’s some stats there. They’re saying 87% of people buy for the first person that contacts them. So it’s very important to get back to people within a couple of minutes of their inquiry. As we move to a direct to agent claiming model, which is going to roll out the next couple of weeks in some markets, that means it will bypass the support team for many different type of leads. So you guys will be the first response. And in order to get a lower non responsive rate, the time you get back to lead is absolutely crucial. As soon as you claim a lead or a transfer the lead, you have to try and get back to it in the first couple of minutes. What that means is that the client is probably still on the website, they’re still thinking about property, and they’re probably the perfect time to kind of grab them and actually reengage that client or actually engage that client to come back to you. So this is statistics. It’s mostly taken out of the US market, but they’ve done studies and said 86% of leads believe that response time is extremely important. It means that you’re professional, you’re quick, you’re responsive, and it’s what they expect. So we need to do exactly what they expect. If you expect them to pick up the phone, they’re expecting you to call them very fast, them to do that while they’re thinking about buying property, while they’re thinking about their next purchase. And then there’s a city below 100 times more likely to reach a lead if you respond in five minutes versus 1 hour. So just remember that. So there’s, of course, lots of things we’re going to go through now about how to engage non responsive. But this part here, it will reduce your non responsive rate by tenfold. And then the other part is 31% leads expected to reply back instantly. It’s just fact we can’t change the habits of people. We live in a world that’s very fast moving, that’s very kind of now everyone wants information and responses now, so we have to react to that. So that’s the first part I want to emphasize. The other part is actually how many follow ups you should do. So this is just a framework. We’re not saying you guys should stick to this, but it’s a good guideline of what you should look at and you should use your Pop deal to help you manage this. But we typically suggest doing about 15 points of contact over a minimum of ten days. It could be longer. Say someone is overseas, you may want to give them a bit more time because their time frame might not be ten days to get back to you. It might be a couple of weeks more. But ideally, if you’ve done enough follow ups via phone call, via email, via different app formats, like just because they come in and put their phone number, you should try and add them across all the apps and you should also try and connect with them on the social media. We’ll go through that in a second. But this is pretty much the minimum. If you’re doing one call, one email, one WhatsApp, and then the next day doing another one and stopping, unfortunately, that’s just not enough. You are going to see a higher non responsive rate. So I would really look at this and I’ll share this on the email around later. So you guys can have this as a framework and I’ll show you how you’d update Pop deal in a second. But this is pretty much a guideline you should follow and have as many points of contact. I’m not saying call them aggressively, this is only four or five phone calls. But using other channels that might engage them better is also very crucial to doing this properly. So that’s that part there so let’s just say you do try and call someone within the five minutes they happen to have gone on their day and they get very busy. The next part I would do is just send them a little WhatsApp. Again, it could be WhatsApp, it could be line, it could be any of the WeChat. It could be any of the channels or you send on all of them just to be safe. There’s no just, we’ve got to remember that these clients have contacted us for a service. This isn’t us cold calling them, trying to sell something. They’ve inquired with us and said, I would like information. I would like to buy or rent from you. So us trying to get hold of them back on multiple sources is not aggressive. We’re not pestering them. We should feel confident that they’ve come to us and we’re just coming back to them on as many channels that we think is possible to get hold of them. So the first one after trying to call the person is sending them a WhatsApp. So I think what I realized on WhatsApp is that when I’ve been messaging some of the agents in the company, their WhatsApp profiles are not that professional. And what I noticed, particularly with someone in Dubai, is they’ve actually changed their WhatsApp to make it look very professional, very personal. You need a nice picture of calls at the top human being. Remember, when you call, they don’t know who you are. When you email, it’s just a name on the email. But when you send a WhatsApp, they can now attach your name, your face, and your company as well. So it just creates a bit more of a personal feel. They’re more likely to respond to someone they actually know, like and can see a bit of information about versus just an email or a random phone call. So what this person has done in Divya Zshan is created a very professional he’s converted his account to a business account….
Continue readingCategory: Popdeal
Being an Effective PopDeal Agent
I just want to very briefly recap on yesterday’s session. We covered a little bit more about the warnings and the timings. You will be kind of bound to in terms of updating your leads inside Pop deal. So again, leads that have been claimed, you get a warning after five minutes, then you have the potential to lose that lead if you haven’t updated a lead within 30 minutes. So remember that for leads that have been claimed, once you’ve actually clicked the claim button for ones that have been transferred, you’re currently being allowed 3 hours to update. That will be reduced down significantly and you have about 18 hours before it gets forced release. Again, you want to update your transferred leads as soon as possible. So don’t forget to do that or you risk losing it. I’m going to go into the core main functionality today. So today’s session is going to be more about how some of the top people in the company are using Pop Deal to become a very, very efficient and successful agent. So the reason I’m using Bao is sorry for using you every time, is one of our longest standing agents. He has consistently been doing three to five transactions a month. And every time I look at a lead within side his Pop deal, he just follows the exact process rules to just be a very efficient, top performing agent. It’ll take a second to load here. The first one you can see straight away he only has a couple of leads in his lead in. This one was last sent to him yesterday. This one’s just been sent now. So he’s keeping them in, lead in until he’s spoken to them. Then once he speaks to them, you’ll see in a second they’re moved here and then obviously he moves into Met after and he hasn’t got any offers right now. There’s a number of properties, number of referrals in his contract. Let’s just go into a particular lead. This is where it gets interesting to just see how he structured. I don’t know if you guys get a chance to look at other people’s Pop deal and how they structure it. There’s a little bit behind the scenes about how to structure your management of Pop deal to make you kind of follow on with all your clients. So at the top here, one thing that Bow does, which is a little tip and trick is that typically you only get the name on the Pop deal title. He adds exactly what the client’s looking for. So he puts a one bedroom, a condo, the area the person is looking and civically they’re only looking in one area, he’ll put the budget amount specifically there and when they’re going to be arriving in the country or coming over. So he’s very specific. So when he looks at his deal manager view, he gets a good overview about exactly what the client’s doing. And you can see down here. He’s got obviously his first name and second name. You can update them. That’s standardly brought in from when you inquire, but if they inquire of one name and it’s incorrect, you should update it there. He’s not using the tags as much as other people, but I think all the information he’s got here probably gives him what he needs. But if you do want to use tags to make sure you identify who is coming in the short term, who’s going to be coming in the midterm, maybe a couple of months, or who’s coming maybe later in the year, you can see exactly what stage that client’s at. You can even identify hot clients on here, what stage or what you’re doing with that client. If you’re just finding an option, you can identify it there and you can go back to here on the manager view and actually do filters by those particular tags. That’s a very useful tool if you want to tag your clients. If you start getting to 40, 50 clients that are active in a month, those tagging can be very, very useful for you to highlight or even deprioritize ones you don’t want to deal with straight away. User countries identified by where they’re based. The language is added automatically. The source is obviously we’ve got tons of sources where we get leads from, but it’s identified here. FW stands for FazWaz lead. If you get one from Property or Propit, that’s obviously our Thailand platforms. And propit. I believe in Dubai is also the Tropit and Matuda platforms as well. There’s their phone number. You can easily update it if you need to. Email Address you can actually add multiple email addresses. Sometimes people reply back with a different email, so it’s good to track that here line. If it’s attached to their particular email or phone number, you should add it there. WhatsApp WeChat you should definitely always ask the client what their preferred channel to communicate on because many people are using all different sources and they’re busy. So sometimes people prefer phone calls, sometimes people prefer communication via the apps. Either way, ask them on the first qualification. What is the best way to get hold of it? The support team do it. The website does it, but I would emphasize for you guys to do it to make sure you’re communicating the best channel that would get their attention and they’re happy to converse with the relationship we have of our buyers. And renters can be over a 3612 months or more period. So you want to make sure you’re communicating on a channel they want. Sometimes people send a WhatsApp but the person doesn’t use WhatsApp. You won’t get the replies and responses. Budget is in here. You can actually change the budget as per the different currency if you wanted to. Bedrooms you can specify if you just want one bedrooms or multiple bedrooms. That’s something you should always try and flex with. A client you’ll get a lot of inquiries that come through that will say one bedroom and the qualification will say one bedroom but the client might be open to two bedroom or vice versa. He might say he wants a two bedroom. The information there says two bed but actually he’s open to a one bed. So make sure you ask that real detailed qualification question of like do you actually need a two bedroom or are you open to a one bedroom? And then add that information in here along with any notes that are relevant for it. Property Type you can add either one or multiple. Again, another qualification question you should be asking is making sure that you know exactly what property type they’re open to. Many people want condos or apartments but are also open to houses and vice versa. Locations the more specific you are on the locations here, the better you’ll know what to recommend or what to follow up with. There’s also a project to actually work on that will take this information and if the client is actually registered in our system, we will use that information to send them other property matching properties within that particular region. Property type and bedroom Type so please update the location information on the left hand side as you get more and more of it. Preferred projects is typically a standard field that gets pulled in if they inquire on a project on the website. But again if you identify when you’re qualifying and speaking to the client or looking at some of the properties they’ve viewed, you should add all the projects in here so the system knows this client is looking in a particular project and it will automatically send them listings for that. And it also helps you guys to when you do get a new listing on or one of your team does, you can look through your Pop deal manager, you can look through your leads and see which particular clients are looking in that project and send them. If you don’t add that information, there’s no way to remember when you’re managing 40 or 50 clients in a month and getting new ones every day. Arrival in country is a really useful tool just to see when you should be following up and adding a future note just to check if the client’s coming. If they’re here in the country, it’s obviously not required. Viewing Date that again is pulled in automatically if the client schedules a viewing on the website. If they don’t, you should use it for your own advantage just to know the viewing date but you could add an activity for viewing as well. That’s both optional buying as that’s more just the category of the ownership and the motivation is either investment or personal use. There are a number of people that are open to both. So you can obviously mention that in notes. And here’s general notes. These are typically used by the support, just to let you guys know. But if you did want to add a general note in here, general note, I’m not actually going to do it, but just example then when you click Save, that’s the note that appears in this little sub bit here. So you know that if you just want to remind yourself of a particular client and look at it in the manager view, add a note here of whatever you want to say and that will get pulled into the domain view here as a highlight to what the client wants or what you need to do with them. Sometimes that’s a quick reference that some people are using….
Continue readingNavigating the PopDeal App
Let’s take a look at navigating your Popdeal app. Popdeal is the one stop shop for receiving new lead notifications, maximizing your opportunities to receive clients, managing referrals from notification. To close and keeping track of your performance, visit the Apple App Store or Google Play Store to download or to update to the latest version of the app. Once your app is installed, go ahead and open it. You will see three screens that you can swipe through. This gives a brief overview of how the app works and takes you to the sign in screen. Once here, register your new account here or use your existing login information. It’s important to note that it should be your work email which is tied to the account. Once you have signed in, you will notice the four tabs at the bottom of your screen lead Alerts, Popdeal Manager, Activities and Notifications. These four sections represent the core use of the Popdeal app and Use effectively will help you close more business and maintain a steady flow of quality clients. Firstly is the lead alerts. This is where you are notified of new referrals to claim or skip. Popdeal Manager is where you can manage your referrals, update the client status, schedule activity and manage the deal. Activities will give you an overview of your scheduled tasks to complete for each of your clients. And the last section, Notifications, is where you will receive push notifications reminding you to take action or risk losing the referral. Let’s start with a further breakdown. Under the Lead Alerts tab, all referrals you have received will be found in the Lead Alerts tab in the lower left corner. Here you will have an overview of referrals ready to be claimed as well as the historical clients you have been offered. After reviewing the client details, you can choose to claim or skip a referral based on the information displayed. You can also expand the client information by clicking the Client History tab. This will give you a more detailed overview of the opportunity at hand. We encourage agent to only claim leads they think they can close but make your decision quickly as other agents may be looking at the same client details at the same time as you. Under Historical Leads, you can see all the referrals you have been offered. This includes indicators displaying if you won the referral, skipped the referral or the opportunity has expired and potentially claimed by another agent. Let’s move to the pop deal. Manager Tab. Here you will have an overview of all your claimed referrals. At the top you will see four sections separating your active clients, clients which are on hold, release clients and your closed referrals to update any lead within the Popdeal Manager, start by tapping their profile. Once the client profile is open, you will see all the details about your new client. The contact information is at the top of your screen. Here you can change the contact information, take notes or edit the property preferences. You can also call the client with the tap of a button in your upper right corner. We expect you to update the status of your client at least once a week or when there’s any movement. There are five different status options we spoke, we met, we made an offer, we are under contract, or we closed. From the status options, select the furthest stage you have obtained and click Save Status. We reward agents who progress their clients through the pipeline. Next to the Status Update button, there are two additional buttons to manage the lead. Hold is used for clients which are still active but take a little bit longer to progress with. Clients on hold still require updates, but on a less frequent basis. Using the Hold feature for too many clients will negatively impact your agent ranking, as these referrals are not progressing through the pipeline. Next is the release button. If a referral is not a good fit for you, not looking to buy anymore, or the client is simply not communicating anymore, simply release it back to us and maintain focus on your active clients within the Pop Deal Manager, the next section relates to the client search criteria and their preferences. You can see their key information such as budget, bedroom requirements, ideal location, and property type. If your client preferences change along the way, simply edit the details next to their name at the top. The last section. Is the client management functionalities? Add activities to efficiently manage your client and receive notification when activities are due. When you click the Add Activities button, this is what you’ll see. Adding activities is the best way to keep track of your tasks. For each client, we give you the option to schedule general activities, calls, texts, emails, viewings or general notes. Select the time you wish to complete this task by and optionally select the length of your task. If you want to associate a note to your task, use this section. Lastly, select if your tasks is to do or done. Click Save and your task is now tied to the client profile. Back at the Client profile, you can now scroll through the activities from original inquiry to activities you have already completed or tasks that you need to complete in the future. Our best performing agents relentlessly use activities to stay organized and maximize their opportunities to progress clients through the pipeline. Now let’s jump to the Activities tab. Here you will get an overview of all the scheduled client activities in order of date. Once an activity is overdue, we will alert you and mark the task in red color. If the activity is due soon, it will be marked in yellow and lastly in green if it’s scheduled for the future. For overview by date, you can also see your scheduled tasks under the Calendar tab at the top. If you have completed an activity, simply use the Toggle feature Changing the status from to do to done. The last tab at the bottom is Notifications. This will display all the notifications Popdeal has sent to you, including Client alerts, prompts to connect, and activity alerts. If notifications are ignored, you are in danger of losing the client, so be sure to turn on notifications so you don’t miss out on opportunities and important interactions with your clients. We are consistently building new functionalities for the Popdeal app and look forward to introducing new features to make your work as an agent easier and more efficient. Now that you have an understanding of the core functionalities of the Popdeal app, let’s walk through an example of how you can manage a client from inquiry to close.
Continue readingPopDeal Like a Pro – PopDeal Dashboard
Okay, I’m going to get started. So I’m just going to do a very brief recap of what we spoke about yesterday. Just to make sure that everyone actually set up their pop deal correctly. They put on their notifications. You can see on Bow’s account, they’re already set up. They are aware about the Snooze functionality. I’m not going to click it on here, but they’re aware about Snooze. Everyone is checking their notifications throughout the day to make sure they haven’t missed any leads, are aware of new leads being sent to them, and any force release or manual released leads that you’re about to lose. Don’t forget to check the notifications activities. I’m sure after yesterday, you guys are all using activities a lot more consistently now. This is something that we use to see how well you’re using pop deal. So please do update your activities. It’s more for your benefit than for ours. Manager Overview we covered briefly yesterday lead alerts to look at incoming leads and historical leads are all here as well. If you lost leads or if you won the lead, it’s all highlighted here. And the section I want to talk about today is the dashboard. So this actually isn’t available on the mobile app. This is only available on the desktop version. And this dashboard is all about tracking your performance and what you’re doing and how many leads you’re getting throughout the month compared to previous months as well. You can go back and look at months here, and it tells you exactly how you’re performing compared to other people in your particular market or the actual whole region as a whole. So let’s just go through. So if you want to look for yourself and you’re in sales, please make sure you select the for sale tab. So it only shows you once. Other people in the sales category select today’s month. Obviously country for which country you’re in. If you want to search by a particular region, you can leave that open if you’re just looking for yourself. And this is just showing Bow’s particular pop deal here. So let’s just click search. This will now filter, so let’s walk through this in a bit more detail. The agent ID is just an internal ID, so ignore that for now. There’s your name. Obviously, it shows you if you’re on call. So if you click the Snooze button and you’re actually off call, you can check it here on the dashboard. Sometimes people forget to turn themselves back on call. So please do check this on call setting here. If you notice you’re not getting any leads, this may be the reason for it. Languages if you notice that you’re not being added with the correct languages, please let your line manager know that you actually do speak another language. It does happen on the onboarding, but sometimes we miss out or we forget or we just don’t have it added onto the system. So please inform your manager which languages you do cover because you’ll obviously get more leads in those languages. So weekly quote is an interesting one. Right now, as of this week we’ve started implementing a stop on people receiving too many leads per week. And that typically ranges, depending on what tier you’re in, between about seven to ten leads per week. The only time you’ll be able to get more than that is if you were creating your own pop deal, creating your own self generated leads. You may be able to go over, you will be able to go over the weekly quota of about seven to ten depending on the tier. But do check that weekly quote as well of how many of you perceived because it’s very accurate and it gives you a guide about how many you’ve had because sometimes leads come into your pop deal, you move them to release, they get forced release. But this shows you very clearly how many you’ve had offered, shows how many you’ve actually been offered. This has been sent to you. Total is basically a calculation of what you’ve claimed and what you’ve been transferred. Again, a lot of people across the company are currently just being transferred leads. The claiming option is not available to them, but that will open up for the majority of the markets within the next six weeks. So total there for Bow is 27. Bow has actually brought a few of his leads over from Popular, so his lead number is a little bit higher. This month book is leads that are in your active column, which means these ones here and it also includes ones that are on hold. So if you go back here you can see what you have on hold here. That book column is total number of leads between active and hold together. So you can 50 plus 27 77. We are going to implement a limitation on how many leads you can have between active and hold. We believe by doing a lot of research and looking over the last seven years of doing business that having anything more than 60 leads within your active or whole column is actually the maximum amount you should have. We’ve always got new lead flow coming in. So if you do move leads to active to hold, there’ll only be a kind of cap on how many you have. And we’ll talk a little bit more about which lead should be put into hold and which leads should remain active on a future session. But I just want to give you an idea about the limitation or the future cap that will happen on the number of clients you can hold between account active and hold. So manual release, which is what Mr stands for, that means that’s the amount of leads that you actually released yourself in the calendar month here you can see 19, which is a particularly high number that shouldn’t be that high. The main reason for that is that Bows transferred some over from the previous system. But you should only be manually releasing a very small amount of your clients each month. I’ll come back to the exact percentage, but it should be around 20% of your total leads claimed and no more. If you go above that, then either you’re not following up aggressively enough to get hold of the client, you’re doing something wrong to be ignored by the client, or multiple other reasons. But we’ll go for a bit more about manual release in a future session and force release. Again, force release should only ever be one or two clients a month. The system should not be taking leads off you. So, just to clarify what force release is, force release only happens if you are unable to update your client after claiming the lead or being transferred it or future on when you’re holding on to a client. So the only time that leads will be taken off you is if you do not update your Pop deal with the rules. You’ll be getting warnings, you’ll be getting notifications. It should be very rare you’d be forced released. So, just to let everyone know is that any leads that are manually released or force released will not be coming back to you. Before, we were transferring leads back because there was issues and bugs. But moving forward, if you lose a lead for any reason or release the lead for any reason, that lead may or will be given to one of your peers and your team. The tiers here are currently being defined by the managers. So depending on your experience, how long you’ve been with us, you’ll slowly move up the tiers. But again, in the future, the performance of how you use Pop deal will define which tiers you go in, and it will go either up or it will go down, depending if you do well on your performance or if you fall a bit short on your performance. So let’s talk a little bit about the performance now. So you click on the Agent Service section. This section here highlights how many handovers, how many leads you’ve had for a particular month. It talks about your conversion percentage, your connections. So connections is defined as people you’ve actually spoken to or moved to the spoke column. So here Bow has had an 80% conversion or 81.48% conversion of handovers to spoke. That is the minimum kind of conversion percentage everyone should be working towards. If you notice you’re below 80%, then you’re doing something wrong and we’ll talk about how to increase that conversion a bit later, how to use Pop deal more effective to get those conversions up. But this is a good idea about the number you should all be looking at….
Continue readingLead Contact Details Part 2
Yeah, I think so. The phone box here will give you the correct format of the phone number. All right, so this is a Swiss phone number. This is my…
Continue readingLead Contact Details
So the idea is basically to have a look at the phone format, and if it’s not available if it’s not, how can I say that if it’s not valid,…
Continue readingUpdated Features in PopDeal
Okay? Hope everyone can hear me loud and clear. So Pop deal rolled out on Wednesday with the new changes and the new tiers. Now the reality is, is we…
Continue readingLead Contact Details
So the idea is basically to have a look at the phone format, and if it’s not available if it’s not, how can I say that if it’s not valid,…
Continue readingUpdated Features in PopDeal
Okay? Hope everyone can hear me loud and clear. So Pop deal rolled out on Wednesday with the new changes and the new tiers. Now the reality is, is we…
Continue readingHold vs Active
Let me just quickly you define what these particular things mean. So what goes into active? So active covers everything in pop deal from the different stages here, from lead…
Continue reading