6.8.22 Boston Northwest Slide Deck

John’s Listing
10 Hearthstone Place, Andover

$1,697,000

Boston Northwest | June 2022

What’s Happening

Northwest | June 2022

Congratulations - Each of you should be very proud of the work you're doing to help build our Team.

Hit Tiers in Q2 How We’re Taking Care Hit Target in Q2
of Customers
(at 7 closed deals)

Gold Tier 100% Customers Met Early Becca
Becca Doreen Stacie
Doreen Jessica Stephanie
Jill

Silver Tier 100% Customer Follow Up Closed with Bay
Stephanie Becca
Jessica Julie
Mickie
Stacie

100% Sellers with 30-Day Check-Ins
Jay

100% Consults Won in last 60 days
John

Birthdays

BIRTHDAYS!

June Birthdays

John | June 18th



Updated Customer Tour Cancellation Emails

Effective Date: Now
Impacted Roles: Tour Coordinators, Associate Agents, Lead Agents (Buy)
Markets: All

WHAT
● We’ve updated customer tour cancellations emails, to
include:
○ The reason the tour was canceled
○ Encourage customers to reschedule a tour, or
add a new home

WHY
Gives customers the best experience possible by providing
clarity and reducing unnecessary agent communications.

Be sure to select the correct reason when canceling a tour!
This ensures customers get the correct information.

ADT/Direct Access No Longer Available on Brokerage Listings

DEfafteec:tEivffeeDctaivte:8Ju/2n0e,6Redfin Mortgage will discontinue their rate-match policy
Impacted Roles: LAellabduAy-gseidnetsa(gAelln),tLsisting Coordinators
Markets: GAlel oDrgirieac, tIllAincociess, Ms Minanrekseottsa, Ohio, Pennsylvania, Texas, Virginia, Washington DC, and Colorado

WHAT

● We are no longer offering Direct Access on vacant
brokerage listings.

● RedfinNow listings will still have Direct Access through
ADT.

● All brokerage listing materials will be updated by June 6.

WHY
● There was low adoption (less than 20% of eligible homes),
as some sellers felt reluctant about allowing buyers to tour
on their own.

● The cost to install and support the program did not
translate into additional yard signs as expected.

Track Submitted Offers on the Performance Page

DEfafteec:tEivffeeDctaivte:8Ju/2n0e,1R3edfin Mortgage will discontinue their rate-match policy
Impacted Roles: LAellabduAy-gseidnetsa(gBeunyt)s
Markets: AGlel orgia, Illinois, Minnesota, Ohio, Pennsylvania, Texas, Virginia, Washington DC, and Colorado

WHAT

● Easily track submitted offers on your
performance page in Agent Tools.

● You can also see how you’re performing
compared to other agents in your market.

WHY
● Easily track performance metrics in one
location in Agent Tools.

● Understand how you are tracking with
other agents in your market and how
many offers it takes to help buyers win.

Winning with Strategy Sessions: A Perfect Handoff

Michelle Leader, Market Manager, Sales Center Strategy Working Group
Listen to this recording of Market Manager Michelle Leader, SA Brock Edwards, SA Carolyn Roth, and
Principal Agent Long Ngo talking about why agents should grab those SA scheduled Strategy Sessions

Prime time is back SAs ask detailed SAs Prioritize SA’s don’t give up!
on for Strategy questions and setting in-person If it gets cancelled
Sessions take thorough sessions unless
notes customers request they try to
Scheduling by SAs schedule again
VSS

Support Agents are ready to pass your agents the Strategy Session baton!



Sales Breakout #5: The Shift is On! Hi! I’m here to help.
I’ve got some great
You’re in a strategy session with Jeremy, a successful software engineer and first-time info for you!
buyer. He’s been looking in an area where the sale to list ratio is 121% over the last 30
days. You got his agreement to meet for a coffee after a 2nd tour but it was a struggle
because he’s extremely busy and only has 20 minutes.

Customer Concerns
“I’ll grab a coffee with you, but the market has clearly cooled and I’m not sure it’s the
right time to buy - interest rates are crazy! If I wait, maybe the prices will drop and I’ll
get a deal in the waterfront area I’ve been watching for months.”

Agent Goals
Connect with Jeremy to address his concerns, identify yourself as a helper, introduce
Bay Equity as financial resource, and help him move forward.

1. Actively listen, dig deeper into concerns
2. Reset expectations re purchase power with Bay Equity’s help
3. Be the expert in the room with Redfin Data, and Redfin Tools
4. Set a next step

Sale Breakout #5: Sales Skills

Open-ended questioning Resolving objections Value proposition

Uncovering specifics Delivering on customers needs How I’ll help you win
Goal: Uncover details of the Goal: Address the root cause of Goal: Show how your value and
customer’s objectives or their concern by delivering the Redfin’s value can
concerns by getting to the root help the customer needs 1. Address your customer’s concern
cause 2. Solve their whole problem
Approach: Use questions or Approach: 3. Help them win
prompts that can’t be answered 1. Repeat the customer’s Approach:
with a ‘yes’ or ‘no’. concerns back to them “Great! My team has sold X number of
“What…?” 2. Ask open-ended questions homes in your neighborhood - we know it
“How…?” 3. Apply your value proposition very well - and if you buy and sell with us
“Tell me…” 4. Suggest a next step you’ll only pay a 1% listing fee. Our Redfin
“Why…?” Now program may also offer you a quick
● Note: sometimes ‘Why’ can feel Pro-tip: Use assumptive language to sale option where you sell in a couple of
gain agreement on next steps weeks. I’m available this Saturday, what
confrontational time works for you? We can look at all the
● Try, “What about X makes you options and I’ll show you how I’ll help you
win!”
feel Y?”



Pivot with Bay Equity! Customer Wins in New Area!!

Listen to this
recording of Agent
Jason Talley’s story of
fighting for his
customers to find a
better home and
working with Bay
Equity to seal the
deal!

Jason Talley
Seattle Agent

Questions and Feedback?

Send it to: internalcomms@redfin.com

Thank you!