Transcript of C-RE-5A
- 1. Customer Life Cycle, Customer Buying Behavior and Customer
Handling Skills in Real Estate
- 2. Session I: Customer Life Cycle
- 3. Customer Life Cycle Customer Steps i) Site Visit Site
Executive/ Manager Data Required i) Give all the project details.
ii)Tell about strength of project. iii)Discuss policy/budget.
iv)Discuss other requirements such as rooms, size, amenities etc.
v)Discuss loan eligibility. Fill customer enquiry form ii)Follow up
i) Call at mentioned time by Customer form customer. follow up
Trainings by Vidya ii)Look into their interest level. Bhagwat iii)
Offer them schemes or benefits. Time Duration 30 to 45 mins After
hours. 48 Min 3 follow ups must be done.
- 4. Customer Life Cycle iii)Lead closing/ i) Give all info about
flat Booking Form Booking booked. ii) Clear about payment terms and
conditions. iii) Make them comfortable. iv)Loan i) Co-ordinate with
home loan Processing company representative. _________ ii) Give
them all the documents required for preapproval. v)Registration i)
Complete all formalities of Registration 1 day before. _________
ii)Take registration timings from Trainings by Vidya Bhagwat
registrar office. iii)Co-ordinate for registration activities. 1 to
2 hrs 30 mins 2 to 3 hours
- 5. Customer Life Cycle vi)Send Demand i) Calculate the demand
letter Demand Draft ______ Draft amount based on construction
stage. ii)Send them in due form to customer/bank. iii)Send them
reminder after a week of sending demand letter. iv)Repeat till you
receive rest payment. vii)Customer i) Fill all the entries as you
Customer Account ______ Accounts receive the paymentby Vidya
Bhagwat File Trainings from Bank/Customer. ii)Inform the concern
authority for payment received.
- 6. Customer Life Cycle viii)Possession i) Complete all the
payment and Possession Letter NOC formality. ii) Review the flat
condition before handover. iii) Handover the key and allot
allocation letter. _______ ix)Society Formation i)Give form to all
members. Society Form ii) Collect itTrainings by Vidya Bhagwat duly
signed. ________
- 7. Documents involved in customer handling process There are
various documents involved for handling a customer. Starting from
the time when the customer enters to survey a flat till possession
various documents are used. List of those documents are as follows:
Enquiry Form Booking Form Customer Account File Sanction Letter
Builders NOC Trainings by Vidya Bhagwat Demand Letter
- 8. Enquiry Form Trainings by Vidya Bhagwat
- 9. Enquiry Form This is the enquiry form which the customer
fills when he comes to survey a particular flat. This is the
initial form which is being filled by the customer which helps the
builder to get more information about the customer. This form
includes the basic information about the customer such as name,
address, occupation, budget, contact number etc. which helps to do
follow up with the customer. Trainings by Vidya Bhagwat
- 10. Booking Form Trainings by Vidya Bhagwat
- 11. Booking Form Booking Form is filled by the customer at that
time when he books a particular flat. This form contains the detail
information of the purchaser and also the amount he has to pay at
the time of disbursement. Trainings by Vidya Bhagwat
- 12. Receipt book Trainings by Vidya Bhagwat
- 13. Receipt book This is the receipt given to the purchaser
when he books for a flat. The above diagram is a receipt given to a
customer when he has booked for a flat and given the booking
amount. Trainings by Vidya Bhagwat
- 14. Customer Account File Trainings by Vidya Bhagwat
- 15. Customer Account File Customer Account File is a document
which is used to keep track of the payment schedule of the
purchaser. Any time when the purchaser pays, the detail of his
payment is noted and the form in which he pays i.e. by cheque or by
cash is also noted. Trainings by Vidya Bhagwat
- 16. Sanction Letter Trainings by Vidya Bhagwat
- 17. Sanction Letter Sanction letter is a document which is
given by the bank to the customer which includes all the details of
the amount of loan given to the customer and at which rate of
interest. After the disbursement starts then the amount will be
recorded in the customer account file. Trainings by Vidya
Bhagwat
- 18. Builder NOC Trainings by Vidya Bhagwat
- 19. Builder NOC Builder NOC is a document submitted by the
builder in his letter head and submitted to the purchaser. And this
document reaches the bank via purchaser. The purpose of this
document is that the builder declares that he has a clear property
and the loan could be provided to the customer by keeping the
property in mortgage with him until the purchaser pays the full
payment. Trainings by Vidya Bhagwat
- 20. Demand Letter Trainings by Vidya Bhagwat
- 21. Demand Letter Demand Letter is a document which is given to
the customer when his time of payment comes. Whenever the customer
has to pay for his flat then the demand letter is provided to the
purchaser. This document includes the total amount to paid, the
amount that has already being paid and the due amount. Trainings by
Vidya Bhagwat
- 22. Architect Certificate Trainings by Vidya Bhagwat
- 23. Architect Certificate The architect certificate is also
necessary. Here the architect checks the construction plan and also
informs about the stage till which the construction is made. This
document is submitted in the bank by the customer. Trainings by
Vidya Bhagwat
- 24. Summary There are various documents involved in customer
handling process. Every document is compulsory and has its own
importance. Trainings by Vidya Bhagwat
- 25. Assignments 1. Make a report on all the documents involved
in customer handling process. 2. Make a survey of customers who
have booked flats and ask them which documents they have submitted
and filled. Trainings by Vidya Bhagwat
- 26. Trainings by Vidya Bhagwat