RE/MAX Mid-States and Dixie Regions Office Administrator...

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RE/MAX Mid-States and Dixie Regions

Office Administrator Website Managers Guide

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The Administrator Workbook (or sometimes called Admin Workbook) is designed to be a “quick” ref-erence guide for the broker/owner and office administrators in managing the office and agent websites via the leadstreet system. Additional in office and online training is provided continually via the Website Support team for your region. As continual support of the LeadStreet system there is our online support website at www.remaxtrainer.com as well as the 800 numbers directly to the support staff. This document is LeadStreet and website specific.

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MUST READ! Before you begin please make sure you read the following require-ments needed to accessing and managing your Office Administrator Intranet for your website.

1. The Following Browsers are support: • Microsoft Explorer 5.5 or higher and running on a “windows” based sys-

tem. 3. The following platforms and browsers are NOT guaranteed to work properly:

• Platforms-Macintosh and Linux • Browsers-Firefox, Safari, Mac Explorer or Opera

What’s In this Book?

You have a recruiting Website! Page 5

Office and Agent Intranet Area : Page 9

Brief definitions of tabs and their use: Page 10

User Manager Take Control: Page 13

Agent Login Reports: Page 15

Add New Agent, Delete and Transfer Agent: Page 16 thru 17

Setup Office Listings to run in Flash Presentation on TV: Page 18

Login Notices to agents: Page 19

Site Builder and Creating your own Office Online: Page 21

Setting Up the Internal Office online Intranet Forms, Press Releases, all internal documentation or real estate forms, meetings: Page 23

Customizing the Office Website choosing Templates, colors: Page 24

Listings Manager: Page 25

Managing Open House: Page 26

MLS Reports: Page 28

Agent Listings with CMN and Komen Designations: Page 29

Client Manager: Page 31

Lead Performance Report with example of missed lead calculation: Page 33

Online Help at www.remaxtrainer.com : Page 35

FAQ’s: Page 39

Table of Contents

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LeadStreet Websites YOU have a recruiting website!

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H ow to find your recruiting website “Join RE/MAX”? A: Go to your office home page B: Select Profile C: Select Join RE/MAX

Join RE/MAX with you as the contact

A B

C

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W e have setup the Join RE/MAX website to be your specific portal to potential recruits in your market. It is extremely expensive to create a website with all the interactive tools on it. Yet YOU have it. All you have to do is get a traffic driving domain name for your market and promote it . If you are unsure ask your website support manager or region staff. This website has it all and places you in the area of “techno guru” .

Some Exciting Highlights A. Your office name and con-

tact information is on top B. Margaret Kelly walks out and starts

talking on each tab selected and talks about that specific tab

C. Each Tab is specific and provides informative information via video and documents on each topic

D. Success Stories E. Market Share and Statistics show-

ing why RE/MAX is the world leader in real estate

Join RE/MAX and YOU website

A

B

C

D

E

Buy a Domain Name for your OWN Recruiting Website for Join RE/MAX!

Ask us and we will help!

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LeadStreet Websites Office and Agent Intranet Area

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W hen you log into your office account there are many terms used for the area Managers and

agents access. Most Common is “Agent Intranet” which is a term used to accessing the leads and managing the website. Also used are “Intranet” and “Back Door” both terms are the same as “Agent Intra-net”. Navigating from the Agent Intranet area: A. HOME-takes you back to the

starting page at the point you accessed the Agent Intranet

B. USER Manager: ♦ User Profile ♦ Controls ♦ Instant Acceptance ♦ User Photo ♦ Domains

C. Site Builder Manager: ♦ Site Design ♦ Site Content ♦ My Search Map ♦ Page Objects/ Slogans ♦ Navigation ♦ Search Engines ♦ Reports

D. Listings Manager: ♦ Listings Manager Main ♦ Manual Listings ♦ Featured Properties ♦ Print Flyers ♦ Email Flyers ♦ Buyers Tour

E. Clients Manager: ♦ Main ♦ Contact List ♦ Groups ♦ Campaigns ♦ Email and Letters ♦ Messages ♦ Calendar ♦ Tasks

F. Help G. Logoff

Office and Agent Intranet Area . . .

A B C D E F G

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Continued: Navigating from the Agent Intranet area: H. Calendar:Shows Tasks and

appointments for agent I. Reports and Summaries:

Shows the office and agents traffic reports from state, office and individual agent

J. Upcoming Tasks/Events: Pro-vides for office and agent tasks and events works with the cal-endar

K. NOTICES: Reliance Network will post critical announce-ments here in regards to the websites

L. Region Services: Provides the membership with information, downloads etc.

M. Announcement Board: Area where the region provides up-to-date information and an-nouncements

N. Office Services: Each office can provide a range of support buttons that delivers: ♦ PR Announcements ♦ Links to places of interest

and business use ♦ Uploaded forms for office

or agent needs ♦ Internal office Events

O. NEW! Regional Services Regional news and information about the real estate industry, Training Videos are short 10 min-ute “how to’s” for agent websites. Purchase Domain Names is a spe-cial program where the agents and offices purchase domain names and the name servers are pre-setup. Thus making it easy to hook up a domain name. finally Tips and Tricks whereas the technology staff finds new and useful tools and products relating to websites and technology to help the agents and brokers. This area also includes surveys and feedback for the technology and regional staff.

Office and Agent Intranet Area . . . continued

H I J

K

L

M

This single tab can help you greatly. It has over 50 self help, easy to read and use documents. You can also direct the agents to this area for self help. Do a screen print of this area monthly so as to keep up with new documents. More movies will be coming online as well. But this is a HUGE resource on How the websites work.

N

O

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LeadStreet Websites User Manager: Take Control

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User Manager function allows the office administrator to review, access all associations User information. Navigating area outline: A. User –Access the office and agents User profiles and make changes as needed. B. Agent Roster For: Office name and address verification C. View Agent Login Report: Provide the broker with reports of agent logins to the websites. Great coaching tool. D. Add New Agent: Allows for the addition of a new agent to the roster. E. Add New Team: Allows for the addition of a new team website. F. On-Hold Management: An agent who is on leave due to emergency or illness but has their license with the broker. Inactive. G. Flash Featured Property Presentation: Download the current office listings to run automatically on a TV or projector screen. H. Login Notice: NEW allows for a notice of a meeting, event or something special happening within the office or community that the asso-

ciates need to be made aware of. I. Account Type: Office Account, Sales Associate Roster Intranet, Sales Associate website and Manager Website. J. Title: Notes this is an office website

♦ Manager Website: Admin rights (chargeable) ♦ Sales Associate, website: Agent website part of LeadStreet program (chargeable) ♦ Sales Associate, Roster, Intranet: Agent not participating in LeadStreet Program is on office roster. Does not get leads (no

chargeable) ♦ Office Staff, no display (no charge)

K. TS: If checked, notifies Admin of “Team Site” If Checked is a Team Website L. LI: Has logged into website and accepted the terms for use of website on first login screen. If Checked has logged in M. Email: Alerts agents that they have input their email addresses No envelope icon means no email provided N. User: This is a hot link “Edit” whereas access to the individual office or agent account is done. NOTE: the office does not have a LI or

login and the admin must maintain the office as if it was an agent.

User Manager A

B C

D

K L

M G

N

E F

I J

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C View Agent Login Report

User Manager-Agent Login Reports

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5 6

Agent Log-In Report pro-vides a unique tool in deliv-ering to the broker a report to coach and help associates utilize the website as well as accepting leads in a timely manner: 1. Agent Name header can

be selected to “Sort” the names

2. Last Log-In can be “sorted” by select the header. The date and time show is last time agent was online and accessed the Agent Intranet.

3. Number of times log-in during days reported (number 6) 30 days is default

4. Click to view log in IP addresses

5. Ending date of report can be changed by se-lecting calendar icon

6. Select from Report Days and the hit “Run Re-port”

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C

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D Add New Agent

User Manager-Adding New Agent

Adding new agent is a simple task. 1. Account Information: Give the new agent a user name

and password ♦ User name would be the first and last name of an

agent. All lower case and one word. Such as Mary Smith would be marysmith.

♦ Password is only set to access for the first time. The agent will assign a new password themselves. We suggest the Administrator provide the following password as generic and always use it. Example: password1234

2. General User Information: This is seen on the website so please complete this properly. NOTE: The assosi-cate ID is the Franchise ID for the new associate as this MUST be provided.

3. Personal market Area: Do not fill this out as the office zip codes will be placed in here automatically. However make the new agent aware that they must put in their own.

4. MLS Information (Agent MLS ID): IF the administra-tor knows this number then go ahead and enter it. If not let the associate follow the beginners setup guide and enter this number in. This number is different from the Associate ID which is RE/MAX. The MLS ID is the identification for the MLS and ties the agent listing to their website and their photo will be attached on all websites.

5. User Type: Always leave this at the default “Sales Asso-ciate, website-Sales Associate” as this provides for a website and leadstreet system connection.

6. Contact Information and General Account Settings: Do not fill this out but have the new agent go thru the beginners setup guide to complete this information.

7. Select: Add User Information

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D

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User Manager-How to delete an agent

D eleting an agent and what happens to the leads

If an agent is leaving RE/MAX completely you MUST delete them from your office roster or you will be billed for the follow-ing month. NOTE: Before deleting an agent you must delete all of their domain names from their user pro-file under the “domains” tab see at the right. Once you have deleted any “custom” domain names then do the following: 1. To Delete an agent

select the agent name from the User Manager tab.

2. Once the Agent profile is open select the “Delete Account” but-ton under the Account Access Settings. By selecting this you will be deleting the agent from the office.

2

NOTE: 1. Prior to Deleting an agent please access the agent “domains” tab (seen above) and delete any

an all domains they have in the system. 2. When you delete and agent from your Roster all of their LeadStreet Leads will roll BACK to

the office Clients Manager area. It is the responsibility of the Broker or Office Website Ad-ministrator to “reassign” those leads back out to other agents within your office. DO NOT take the chance of loosing potential revenue for the agents.

IMPORTANT: If an agent is Transferring from one RE/MAX office to another DO NOT delete that agent. Contact your website support manager to MOVE the agent from one office to another. DO NOT DELETE A TRANSFERRING AGENT!!! CONTACT www.remaxtrainer.com or your website support manager.

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User Manager-Flash Featured Property Presentation

G Flash Featured Property Presentation

Run ALL the office listings on a Flat Screen TV or regu-lar TV for the office, at a local career day or anyplace that will give you more expo-sure to your market. Follow the instructions

G

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User Manager-Login Notices

H Login Notices

A unique tool to communi-cate with your entire office. The Login Notice is a method that when you agents login to their agent intranet a special message will be pre-sented to them before they can continue. You provide a start and end date/time, From or subject line and then your message. You can add a link to an-other website or office web-site page. You can keep the notice showing each time they log in or just one time. What can this be used for? ♦ Sales Meetings ♦ Rally’s ♦ Birthday’s ♦ Dates of interest ♦ Holiday’s ♦ Much more

H

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NOTES:

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LeadStreet Websites Site Builder and creating your own office online area

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Site Builder function allows the office administrator to review, access all associations website layouts, content, SEO etc.. This also in-cludes the office website management. Navigating area outline: A. Site Builder –Access the office and agents site builder functions. B. Intranet Resources are the following options:

♦ Link — A single URL Will open in an external window when the intranet home page navigation is clicked ♦ Link Collection — An intranet page containing a group of links. ♦ File Collection — An intranet page containing a group of downloadable files. ♦ PR List — An internet/intranet page containing a group of page builder pages for the purpose of displaying press releases. ♦ Event List — An intranet page containing a group of calendar items & page builder pages for the purpose of displaying

scheduled events. C. Account Type:

D. Manager: website Admin rights ♦ Office Account website this is the office which is managed like an agent website ♦ Sales Associate, website: Agent website part of LeadStreet program ♦ Sales Associate, Roster, Intranet: Agent not participating in LeadStreet Program is on office roster only and does not get

leads as agents with websites D. Flash Featured Property Presentation: Download the current office listings to run automatically on a TV or projector screen. E. TS: If checked notifies Admin of “Team Site” If Checked is a Team Website F. PIC: Has photos of agent if head icon is showing. No head means NO agent photo. G. Site Builder: Access the office or agent site builder area. H. Login Notice: NEW allows for a notice of a meeting, event or something special happening within the office or community that the

associates need to be made aware of.

Site Builder Manager A

B

C D

E F G

H

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3

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Site Builder Manager-Adding Internal Office Forms, Press Releases, Etc. A

B

B Intranet Resources

The intranet Resources provides the office an area to host office and real estate forms online for associates 24/7. Also delivers linking, Press Releases, New agent announcements and much more. To Add a New Resource: 1. Select : Add New Intranet

Resource link (New Window Opens)

2. Enter a Name 3. Provide a Description of the

resource 4. Type of Resource: Link,

Link Collection, File Collec-tion, PR List and Event List (note description of each function is to the right in the gray area)

5. Determine “Who” can see the tab.

6. “Add Intranet Resource” 7. On the Agent Intranet un-

der the calendar left hand side at bottom a new func-tion will appear called “My Office Resources” and your buttons will appear there.

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6

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5 1

Site Builder Manager

G

G Site Builder for Office

The office website can be custom-ized as that of an agent or team website. By selecting the link “edit” on the office it will open the Site Builder to allow the office to select and make changes to The home-page, site content, add pages, etc. 1. Color Theme 2. Home Page Layout 3. Customize your homepage 4. Foreclosure Search Control 5. As well as all the other tabs to

control and manage the Office Website.

Note: Several NEW Features in-clude: My Blog which is the office blogging area. Search Map for the office point your clients directly to your market area via the maps SEO Manager and SEO/My Searches...powerful. The office website has the tools for full Search Engine Optimization. You can hire a local SEO expert or contact your website support manager to get possible recommendations for you.

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A

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LeadStreet Websites Listings Manager

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Listings Manager function allows the office administrator to review, access all associations listings. Navigating area outline: A. Listings –Access the office and agents site builder functions. B. Open House Management: C. LAG: Indicates agent has MLS AGENT ID in the user manager area. This is vital and IMPORTANT or the “LC” in the next

column will be blank even though agent has active listings. D. LC: Is number of active listings for agent. E. Listings: Selecting the “View” will provide access to the individual agent Listings Manager

Listing Manager A

B

C D E

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Listing Manager A

B

B Open House Management

Administrators can manage indi-vidual Open House Management based on MLS Number and the MLS To Add a New Open House: 1. Select : Add New Intranet

Open House Management link ♦ Enter: MLS Number ♦ Specify MLS Name

2. Enter in the Open House Date, Open House time and the Driving Directions: Some associates copy the Google maps directly as well as provide links to location of property.

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Listing Manager-MLS Status Report A

E

E Listings

Administrators can man-age individual Listings by select-ing the “View” link next to the agents name. Also the office ad-ministrator and agents can see the status of the MLS listings and photo updates. 1. Selecting the “View MLS

Update Report” will open in a report that shows the Date and time for each MLS as for listings and photo up-dates

2. Listing Designation: You can add to all of an agents listings a logo and text for participa-tion in CMN, Komen or both depending on the agents participation in these two programs for community involvement

3. MLS Listing Research: This allows an agent to pull from their MLS any MLS number and run a report on any list-ing even IDX listings. The report will show the traffic a listing is getting on the RE/MAX system. Potential Listing Presentation tool “FSBO” or local market “action”

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Listing Manager-How to turn on the Charity Function A

E

E Listings

Administrators can manage indi-vidual Listings by selecting the “View” link next to the agents name. Also the office administra-tor can turn on unique logo’s specific to the agents involvement in their community and monies given on behalf of a charity like CMN and Komen. To Turn this on simply 1. Scroll down on an agents

listing inventory and open the pull down menu for “Listing Designation” Select the supporting charity.

2. Select “Apply Listing Desig-nation” button to activate for all of the listings the individ-ual agent has. This will con-tinue throughout the year for all listings of the participating agent. NOTE: if an agent does not participate at the sign up for each year then it is the responsibility of the administrator to turn off these functions.

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2

Get the agents involved, this is a great listing presentation feature for sellers homes

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LeadStreet Websites Client Manager

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C lient Manager is extremely powerful tool for the broker and the office administrator. There are coaching tools and lead management items available.

Navigating thru the Client Manager: A. Client Administrator Reports: A review of lead offers based on status of lead. These reports can be reviewed by dates. The most impor-

tant of these reports is Lead Performance Report B. Client Search: provides for the Admin to search on clients based on the following criteria

♦ Client email ♦ Client Name ♦ Client prospect or ID number ♦ Search Clients on Agent Name

C. Client List Via Agents in Office D. Show Leads/contacts: shows number of clients for each agent F. Select the View will take you directly t the agents “Clients Manager” area

Client Manager

A B

C

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Client Manager A

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2

Client Administration Reports: 1. Lead Performance Report: A tremendous re-

cruiting, retention and coaching tool for both the office administrator and the broker. By selecting the “View Report” an office report for all the associates can be done.

2. Selected Month and day can be selected and a report run. NOTE: The default is last seven days.

3. Total: is the combined number of Hot, Activity, accepted, pending, declined and missed

4. Accepted: Leads that have been accepted 5. Pending: Leads waiting to be accepted 6. Declined: Leads not wanted 7. Missed: Leads that were missed and given to

Example: 1179 Missed leads 5,724 Accepted leads x 3% Conversion rate /57 Primary agents 35.7 Missed buyer transactions 100 Leads per primary agent x $220,000 Avg sale price x 3% Conversion rate $7,781,400 Missed office vol-ume 3 Transactions per primary agent x 3% Buyer's broker commission x $220,000 Avg sale price $233,442 Missed commissions $660,000 Volume x 3% Buyer's broker commission $19,800 Additional Gross Commission Income / $468 Annual cost of Reliance product 42:1 ROI

Below is a simple table used to help the agents understand the potential and opportunities of accepting leads. The numbers provided can be adjusted to “try” and meet the local market. Give them a try for each quarter. The leads are “opportunities”. Leads can then be turned into prospects, then clients.

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LeadStreet Websites Online Help Easy as: WWW . REMAXTRAINER . COM Direct all agents to this website so we can track the needs of all associates. This service ticket system is audited and all website support man-agers have access to help and assist all associ-ates, brokers and office staff in relation to the websites, design center and realPING.

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http://www.remaxtrainer.com/

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Frequently Asked Questions and Answers-Website Support Question: What is the email or phone number for the Technology Program support person? Answer: We have a website: www.remaxtrainer.com which will let you place in a “trouble” ticket and thus track that ticket all the way to providing you a resolution. Or you can call: 1-866-428-8274 Toll FREE. Check your Agent Intranet area under “HELP” tab and maybe the answer can be found in one of our online movies. The support staff hours of operation are 8 a.m. to 5 p.m. cen-tral time, Monday thru Friday. You can also contact your Regional Website support Manager at:

Kansas, Missouri, Oklahoma and Arkansas please contact Kelly Powell at [email protected] Alabama, Mississippi and Louisiana please contact Traci McKinley at [email protected] Question: I am having computer problems do I call you? Answer: No, please contact your local service person for your computer needs.

Question: What does the Technology Support Team provide me as a RE/MAX Professional and as part of the new Technology Program? Answer: The Technology Support Team is responsible for any items pertaining to the Technology Program as in: Website problems and questions, Design Center support and questions, School and community data integrity issues. We do not handle any personal email issues, domain name pur-chasing or managing, RE/MAX Mainstreet, external programs purchased by sales associates, voice mail or your office services, computer problems, cell phone problems or internet service provider problems.

Question: What do I do if my domain name is not connecting to my new region website? Answer: It takes a domain name approximately 48 hours to propagate the internet world. If after this time your website domain name is not working double check to make sure your name servers are set properly. You can view these under the USER manager tab and under “Domain” button and click Register link to see the Name Servers. If the name servers are set properly please con-tact your office administrator immediately to notify your support team of the problem.

Question: What are the days and hours the website support staff is available? Answer: The website support staff is available during standard business hours Monday thru Friday 8:00 a.m. to 5:00 p.m. Central standard time.

Question: What is the timeline of getting a phone call or email in response to my needing help? Answer: Email is normally a quicker way of communication and the staff will respond. The re-sponse or solution will of course depend on the severity of your need and if we need to get a pro-grammer involved. If you call after hours we will do our best to return your call as early as possi-ble depending on the volume. But we will return your call (normally within 8 hours depending on the number of calls received per day). If you call is on the weekends we will of course call the next business day. Always provide your Office name, your name, email and phone number along with your detailed message of your needs. Most important if it is about your listing then you MUST provide us with the MLS number and MLS provider’s name.

Question: What types of training will be provided for the Technology Program? Answer: There will be some live training done either local or in office depending on scheduling and Metro area size. Office administrators will be trained and we will be doing online Webex Training in the coming months. Currently online you have some Self help movies under the Help Tab in your agent intranet area. So please review these in the meantime...

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Frequently Asked Questions and Answers-Domain Names Question: Once my domain name is active and connected to my new website can I use my do-main name on yard signs so consumers can come to my website? Answer: yes, if they type in your domain name then they should be delivered to your website. As for promoting a domain name by all means your domain name is your internet yard sign. Promote the domain name on yard signs, newspaper ads, business cards etc. also remember every home has its own domain name combined with the agent’s domain name. This is a perfect listing tool. Ask us how! Question: Why shouldn’t RE/MAX buy my domain name for me as a benefit? Answer: Being part of our professional team RE/MAX International provides an email address for every sales associate. But neither RE/MAX International, the Region nor your office is responsible for your individual domain name. A domain name is your personal marketing avenue and it would not be to your best interest or your business goals for your branding or your domain name to be owned by RE/MAX International. Question: Why can’t the website support staff purchase and manage my domain name for me? Answer: The Website Support manager and staff are here to assist and provide informative an-swers to website questions. It is not the responsibility of the website manager or support staff to manually setup or purchase an individual agent domain name. However we do try to provide help documents and setup items to assist you in this very easy process. Question: I’d rather use the free domain name provided to me by the region. Why do I have to buy a domain name? Answer: You do not have to purchase a domain name. You can utilize the free domain name that the region provides. However we know that by taking your business to the next level will incorpo-rate the use of a unique and specific domain name that is you’re branding for your business. Get-ting your own domain name will help increase your business goals. Question: My current website provider purchased or provided me with my domain name. How do I find out if I own my domain name. Answer: First call you current website provider and ask them if you own it or do they. If they own it then simply ask them if you can have it or transfer it to another domain name hosting company. If your provider will not provide the answer for you or you are concerned to contacting them then you can visit: http://www.networksolutions.com and select “whois” link at the bottom of the page. Put in your domain name and hit submit. If you are not the registrant and your name is not show-ing then you do not own the domain name. Question: My old web developer will not give me a user name and password to my domain name. They said it’s because it’s under a “corporate” or “business” account. What do I do? Answer: Purchase a new domain name, any domain name at www.godaddy.com . Doing this will setup an account for you. Once you have an account then you can utilize the “transfer” function on godaddy and your old web developer will have to transfer your domain name to you. Once that transfer has happened you finally own your own domain name. Question: When I pointed my domain name from my old website to this new website my email has stopped coming to me. I contacted my hosting company and they said you have to setup an MX record on your servers. What do I need to since you do not host MX records? Answer: If you are using an email in association with your domain name then you will need to “re-park” your domain name back on the “default name servers” of your hosting company. Then you will need to utilize the CName function for your email to work. Instructions are provided in the Agent Intranet area in the “Beginning Help Documents” and download “CName Alternative to MX record hosting”. This document will walk thru the steps of getting your email in association with your domain name to work again.

Question: I am using the CName for my email solution using my domain name address. However

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when I try to use my domain name with the MLS number (unique sellers domain name or every homes has its own domain name) this feature does not work. Why? Answer: The Unique domain name will not work if you are using the CName solution for your email. You will need to use the domain names for unique listings provided by the system. These are located under Listings Manager and then select a home.

Question: I want my domain name to stay exactly as I purchased it so my clients know it’s my website. Example my domain name is www. johnsmith.com and when I enter that in my browser to go to my website the domain name changes to something different. Why does this happen? Answer: When you point your domain name www. Johnsmith.com to the new re/max website we refresh the screen with the “different” stuff in the browser so as to track your client. We are set-ting cookies and establishing that this is your client and this is your website. The consumer will not be mislead since your name, photo and your company information is all over the website.

Question: Can I “Mask” my domain name so the domain name remains the same and NOT show the cookies etc. Answer: No. The term masking: Domain masking literally allows you to hide the destination ad-dress of a particular site to which you've forwarded your visitors, so they never know they're on a site that's other than yours! The browser bar will show only the website name they typed in (or arrived at by link), and won't show them the name of the actual site on which they're browsing. By masking you allow your website to set the cookies and other tracking items we use to provide you with the advanced reports as well as the lead management. If you “Mask” your website then we can not support any problems you have with your website interaction with the view internet consumers.

Zip Codes and Leads Remember this one Item: There is NO guarantee or promise of “quantity” or “quality” to leads offered to all agents. These are opportunities for potential new business. Question: How do leads come to me and what do they look like? Answer: Most Important is that you will receive an email notifying you of a lead from one of the following areas: RE/MAX International, The state website, the office or your individual agent web-site. From a registration to see more photos of a home the email notification subject line reads: Prospect Alert - #943978 has been assigned to you. We recommend that you get to know your website and test it yourself and login using fake emails and names so as to get the different email notices. The more you know about your website and how it works the more “techno” you look and sound to your clients as you guide them through your website yourself. Question: How often should I check for leads? Answer: All your leads will come via your email. Make checking your email three times a day a standard business goal daily. But to make life easier, if you’re handheld or cell phone can receive and send emails then you need to setup your Instant Acceptance feature under your USER man-ager tab in the agent intranet so you can get leads with your wireless device. That is the best way! Question: Why do other agents get more leads then I do and how can I get more leads? Answer:There are several factors to this question.

A: There is NO guarantee or promise to the quantity or quality of the leads. See your “Value of a Lead” document online.

B. Agents with more listings seem to get more leads generally due to the listing inventory and consumer needs.

C. The zip codes you are using may be in an area where many agents are listing their zip codes.

D. Some Agents may be using the same zip code multiple times thus slowing down your

Frequently Asked Questions and Answers-Domain Names

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place in line for leads. E. Number of consumers searching a zip code based on number of agents in the same zip

code. It comes down to marketing and delivering new and current clients to their website. Buying a do-main name and promoting that domain name. Reading and responding to email quickly. Using their website and the products provided with the website as a part of their listing presentations. Question: What if I have more leads than I am comfortable with, can I place a limit on the num-ber of leads I get? Answer: No. The system is built and setup to provide you with the utmost in business opportuni-ties. However you do have a “Drip Marketing” program that will keep in touch with prospects until you get the time to contact them. Question: Can I purchase two websites so I can get more zip codes and more leads? Answer: No

Question: Can I buy more zip codes to get more leads? Answer: No, The whole program is built with it being referral free. Purchasing more zip codes makes the program a referral based system and that is not what we built the system for.

Question: How does the referral Free leads program work? Answer: The advanced lead management system is built upon the six zip codes you entered into your market area. Your zip codes are your place in line or queue to receive these referral free leads. State/Region Hot Leads (forms, request appointment, request more information, in general the consumer is

wanting something): Agents have 4 hours to accept leads. The 4-hour time clock stops be-tween the black-out hours of 6 PM and 9 AM.

Activity Leads (registrations, My home finder, school information, etc.): Activity Leads will be re-assigned at midnight of the night following the day in which the lead originates. Subsequent offers will expire at 24 hours latter.

Office Sites: Same as for the State/Regional Sites Agent Sites: Leads offers generated on agent sites never expire Question: Why do I need to add my Zip Codes for my market area to get the referral free leads from RE/MAX International, my state website and my office? Answer: The Zip Codes marketing area is a fair way of placing you into a “queue” line so as to get referral free leads. You have six (6) zip codes where you choose your market area. You can use the same zip code 6 times or split the zip codes up. You make the choice. When someone search-ing for a home in that zip code registers to see more of the home, you are offered the lead based on the zip code at the time you are first in the queue line. You have 4 business hours to accept this lead. The business hours are from 8:00 a.m. to 6:00 p.m. daily. If a consumer registers at 5:00 p.m. then the clock stops at 6:00 p.m. and resumes at 8:00 a.m. for you to accept the lead. If you do not accept the lead then you go to the bottom of the “queue” line and the next agent gets the lead offer. Question: Can I change my Zip Code market area anytime I want or do I have to contact you? Answer: Yes you have full control over your market area choices and you do not need the office manager, the website support manager or anyone to access this and make changes. To change your zip code market area simply access your agent intranet area, select the User Manager tab located on the top of the page and then under User Profile scroll down the page until you see “Personal market area” and this is where you place in your zip codes for your market area.

Frequently Asked Questions and Answers-Zip Codes and Leads

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Question: Are leads from the RE/MAX dotcom, State and office websites given to agents based on special designations or privileges (i.e., teams, office size, and years in the business, yearly sales or other items)? Answer: No. The leads are offered simply on the zip codes of your market area. Question: Is the Region taking leads generated from my agent website away from me if I do not accept the leads? Answer: No. The region does not reassign or get between our sales associates and leads being generated from your agent website. We do not block or reassign manually leads offered out from our lead management system to you. The system is setup to automate the offerings out to our sales associates based on the zip codes the sales associates enter into the system for your market area. So if you do not accept a lead offered to you from RE/MAX International, the state website or your office website then the system will automatically reassign that lead based on the times if you do not accept that lead. But neither the region, the technology staff, the office or interna-tional manually reassign a lead offered to you.

Question: Why am I getting leads for listings outside of my zip code? Answer: Remember that your agent website shows all of the listings in your MLS but also consum-ers can search your website for ALL RE/MAX listings throughout your state. So be aware your website shows all RE/MAX listings via your state. So you could be getting leads outside your mar-ket based on consumers searching your agent website in other areas. Also If the lead comes to you from outside your zip code marketing area then that area is not being serviced by our agents. They Lead Management system will try to find the closest office based on county and then offer out to the agents in that Office's). Please know that we are trying to service the consumer so if this consumer is out of your market please refer this lead to another associate who is closer. The system provides you with a tool to transfer leads to other agents in your market area. It is located in your client’s manager area. Simple rule, Accept the lead, work it and if you can not service the consumer offer it to another RE/MAX agent as a referral via your network. Question: I do not like to get leads that are in a certain price range can I make them stop? Answer: No. The program is setup to increase our brand awareness with consumers and to service support their needs. However you can easily accept and then work or take unwanted leads and provide them to agents as referrals who are happy to provide the service no matter the price range and make the client one for life. Question: What do I do if I don’t want the lead & I just leave it there? Answer: If the lead was offered to you by International, State or your office then after a period of several hours we will offer the lead to another associate. If the lead was generated from YOUR agent website then the consumer will not benefit from the services you, a RE/MAX professionals have to offer. So think of leaving a lead unaccepted on your agent website as someone sitting in the lobby with no receptionist or putting them on hold for eternity. Will they want to use RE/MAX again? Accept the lead but then offer it to another professional who will provide the top level of service our clients expect from a RE/MAX associate. Question: How do I refer a lead I don’t want & can I get money for that? Answer: Your Website Business platform provides the tool to transfer any lead to another associ-ate within your area using our system. This is called a referral and all negotiations are between you and a fellow professional. It’s all about servicing the consumer.

Question: Is there a way to track leads that are administered to different agents Answer: The system let’s you see where your leads are coming from next to the lead in the clients manager area. Also you can view this for the individual client in the Contact List area under the client’s profile. Normally the terms used are: Agent Site, Corporate or Office.


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Question: Is there a way to track leads that have come to you, but agent directed those leads to someone else due to vacation or other event Answer: Currently the system does not track leads offered to other agents from your system. You are working on the honor system when you transfer leads while on vacation or provide a referral. Question: Is there a way to tell who sent or forwarded a lead to you? Answer: No. Again it is the honor system. Question: Is there a way to determine how many times a lead has been passed around? Answer: No. Always accept the lead and know it was never passed. Question: Why do I only get 6 zip codes for my market area? Answer: The number of zip codes provided has been proven to work best for all associates. This is based on 3 years of use and testing. This works for large metro areas as well as rural. It offers the best for all associates and it works very well to servicing our clients. Question: Can you tell me where I am in the queue line to get leads? Answer: No. The system is designed so as not to allow “human” interaction or interference.

Question: Do leads STOP being offered on weekends or holidays? Answer: No. The consumers are looking 24 hours a day, 7 days a week and that includes holidays. We do not restrict your potentials clients from registering or gathering information about a home. In turn they want information from our professional RE/MAX associates so please accept the leads and respond to the consumers. Question: RE/MAX International says these are “Referral Free Leads” so why am I paying a tech-nology fee? Answer: The technology fee covers the website and all the tools provided to help increase your business. It also covers the Technology staff and operations. The leads offered to you via RE/MAX dotcom, your state website and office website you are not paying for as there are NO referral fees involved.

General Questions Question: I do not use some of the features on my website; do I still have to pay for the website? Answer: Yes. The technology program is not made up of individual tools and programs that can be turned on or off. This is an internet business platform and all items are included and exclusive for all sales associates of RE/MAX Mid-States and Dixie Regions.

Question: If I leave RE/MAX can I still use the Website? Answer: No. The Technology Program provided to you by the Region is Exclusively for RE/MAX Sales Associates only.

Question: Is there any setup fees or additional “hidden” costs? Answer: No. Your Regional Director has absorbed the entire setup and signup fees. Question: Will you provide more templates for us to choose from, colors and layout differences? Answer: Yes. Question: How do I report an error or missing listing or photo on my website? Answer: Go online at: www.remaxtrainer.com and select the ticket area for Listing issues. Or call the toll free line 1-866-428-8274.

Question: My Virtual Tours are not showing up on my website for my seller?


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Answer: Make your seller happy first. Get the virtual tour link provided to you by your vendor. Ac-cess the Agent intranet and select the LISTING manager tab. Select your sellers home on the list-ing manager page and then select Photos and Tours tab. Place the virtual tour link into the text box provided and select submit to make the virtual tour active. Then Contact your office broker or administrator for the website so they can contact our support team. Provide us with your State, Office name, your full name and contact information and the MLS number of the missing Virtual Tour. If your office does not have a website administrator then go online at www.remaxtrainer.com or call the toll free line 866-428-8274. We will get the problem resolved but first and foremost let’s make your seller happy first.

Question: If my listings are not online or the photos are missing for my website what do I need to provide your staff? Answer: Please provide us with your state, office name, your first and last name, contact informa-tion, the MLS number and a brief description of the issues or problems. The more information as best you can provide the quicker we can solve the issue. If the photos are missing please upload the photos to your listings prior to a solution. The object is to make your seller happy.

Question: My listings are not on REALTOR dotcom? Answer: Please contact REALTOR dotcom or your local MLS provider.

Question: If any agent is getting more internet leads then me shouldn’t they have to pay more? Answer: The Technology Program does not single out any one sales associate or office over an-other. Each agents business model is different then the next. We do not charge for referral free leads we only require that each associate who receives the leads based on their zip code market-ing area simply accept the lead within the required 4 hours.

Question: How often is our MLS listings updated to our websites? Answer: The daily pick up of listings and photos is determined by your MLS. But the norm is daily. There is no pre-determined time but we pick up the listings text first then a couple hours later we go back and pickup the photos. Normally the photos will show 24 hours later depending on when you get the photos uploaded into your MLS. If after 2 days your photos are not showing from the date you uploaded them into the MLS you need to contact your office administrator or email the website support manager. Question: How to e-mail a client a MLS details sheet Answer: You will need to contact your MLS provider for questions about your MLS. Question: Why isn’t my website more like the MLS I use? Answer: The Websites are designed to be a hassle free consumer product so as to generate leads and growth to you. It is not a listing service and was not created to be one.

Question: Do emails come into my website and do I get my personal emails thru this website Answer: No. All your emails will be delivered to the email address you provided under the USER Manager tab as your primary and secondary email addresses.

Question: Can I send emails from my website? Answer: Yes you can send simple text email from your website. You can easily create common email letters uses in your daily business and email those to prospects and current clients. You have your own email letter library.

Question: Can I send emails from my website?

Frequently Asked Questions and Answers-General Questions

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Answer: Yes you can send simple text email from your website. You can easily create common email letters uses in your daily business and email those to prospects and current clients. You have your own email letter library.

Frequently Asked Questions and Answers

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