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Example - Manual 1
Example - Manual 2
Example - Manual 3
Example - Manual 4
Example - Manual 5
Example - Manual 6
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Letterbox Drops
S.M.A.R.T Plan
Property Sales
Prospecting Systems
Property Sales Systems
Listing Management Systems
11 Questions A Vendor Should Ask An Agent
Listing Presentation Systems
Advanced Systems
Standard Letters
Marketing Letters
Creating a Business Development Area
Advertising Headlines
How To Write Property Advertisements
Daily Priority Meeting Principals / Sales Manager Checklist
Lead Conversion Ideas
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Suggested Training Session - Leading Your Team To More Listings
Auction Selling
Property Management
Policies and Procedures
Breach Procedures
General Breach
Documents used in Breach Procedure
Procedure Steps
Audit Check List
Overdue Landlord Invoices
Documents used in Overdue Procedure
Procedure Steps
Audit Check List
Rental Arrears Procedure
Documents Used in Rental Arrears Procedure
Rental Arrears Procedure Steps
Rental Arrears Audit Check List
Termination of a Tenancy Agreement
Documents Used in Termination of a Tenancy Agreement
Termination of a Tenancy Agreement Procedure Steps
Termination of a Tenancy Agreement Audit Check List
Tribunal
Documents Used in Tribunal Procedure
Tribunal Procedure steps
Tribunal Procedure Audit Check List
Tenant Eviction
Documents Used in Tenant Eviction Procedure
Tenant Eviction Procedure Steps
Tenant Eviction Audit Check List
Abandoned Goods
Documents Used in Abandoned Goods Procedure
Abandoned Goods Procedure Steps
Abandoned Goods Audit Check List
Enquiry Procedures
General Communication
Documents used in General Communication
General Communication Procedure Steps
General Communication Audit Check List
Prospective Landlord Client
Documents used in Prospective Landlord Client
Prospective Landlord Client Procedure Steps
Prospective Landlord Client Audit Check List
Prospective Tenant
Documents used in Prospective Tenant
Prospective Tenant Procedure Steps
Prospective Tenant Audit Check List
General Procedures
Accessing An Occupied Property
Documents used in Accessing an Occupied Property
Accessing an Occupied Property Procedure Steps
Accessing an Occupied Property Audit Check List
Camera
Documents used in Camera Procedure
Camera Procedure Steps
Camera Audit Check List
Property Marketing
Documents used in Property Marketing
Property Marketing Procedure Steps
Property Marketing Audit Check List
Desk Management
Documents used in Desk Managment
Desk Management Procedure Steps
Desk Management Audit Check List
File Archiving
Documents used in File Archiving
File Archiving Procedure Steps
File Archiving Audit Check List
Hard Copy File Creation
Documents used in Hard Copy File Creation
Hard Copy File Creation Procedure Steps
Hard Copy File Creation Audit Check List
Soft Copy Folder Creation
Documents used in Soft Copy Folder Creation
Soft Copy Folder Creation Procedure Steps
Soft Copy Folder Creation Audit Check List
Soft Copy Document Saving
Documents used in Soft Copy Document Saving
Soft Copy Document Saving Procedure Steps
Soft Copy Document Saving Audit Check List
Key Movement
Documents used in Key Movement
Key Movement Procedure Steps
Key Movement Audit Check List
Key Naming
Documents used in Key Naming
Key Naming Procedure Steps
Key Naming Audit Check List
Receipting, Banking and Disbursements
Documents used in Receipting, Banking and Disbursements
Receipting, Banking and Disbursements Procedure Steps
Receipting, Banking and Disbursements Audit Check List
Management Procedures
Condition Report
Documents used in Condition Report
Condition Report Procedure Steps
Condition Report Audit Check List
Lease Agreement & Rental Review
Documents used in Lease Agreement & Rental Review
Lease Agreement & Rental Review Procedure Steps
Lease Agreement & Rental Review Audit Check List
Periodic Inspection
Documents used in Periodic Inspection
Periodic Inspection Procedure Steps
Periodic Inspection Audit Check List
Rental Appraisal
Documents used in Rental Appraisal
Rental Appraisal Procedure Steps
Rental Appraisal Audit Check List
Rental Increase
Documents used in Rental Increase
Rental Increase Procedure Steps
Rental Increase Audit Check List
Repairs And Maintenance
Documents used in Repairs and Maintenance
Repairs and Maintenance Procedure Steps
Repairs and Maintenance Audit Check List
Property Hand Over Procedures
Client to Agent
Documents used in Client to Agent
Client to Agent Procedure Steps
Client to Agent Audit Check List
Tenant Welcome Pack
Documents used in Tenant Welcome Pack
Tenant Welcome Pack Procedure Steps
Tenant Welcome Pack Audit Check List
Agent To Tenant
Documents used in Agent to Tenant
Agent to Tenant Procedure Steps
Agent to Tenant Audit Check List
Tenant To Agent
Documents used in Tenant to Agent
Tenant to Agent Procedure Steps
Tenant to Agent Audit Check List
Agent to Client
Documents used in Agent to Client
Agent to Client Procedure Steps
Agent to Client Audit Check List
General Letters
Standard Forms
Landlord Letters
Tenant Letters
Business Letters
Recruitment Systems
General Overview
Why Test Prospective Salespeople?
Benchmarks For System Operators
Documentation
Advertisements
Take A Test
Interpreting Test Results
IQ Test
Personality Test
six numbers
five numbers
four numbers
three numbers
two numbers
one numbers
type1
type2
type3
type4
type5
type6
type7
type8
type9
type10
type11
type12
type13
type14
type15
type16
type17
type18
Values Test
Optimisim Test
Starr Partners Business Systems
Starr Systems V1.0
Directory of Task Descriptions
3 X 3 X 6 Door Knocking
Allocate and Supervise the Implementation of Tasks
Allocate Buyer and Seller Enquiry
Answer Phones / Handle Switchboard
Arrange for Accounts to be Paid from General Account
Arrange for Accounts to be Paid from Rental Trust Account
Arrange Duties for Part-Time Staff
Arrange for Disbursement of Keys to New Owners / Landlords / Tradesmen / Other Agents
Arrange for Distribution of “Just Leased” Pamphlets
Arrange for distribution of “Just Sold” pamphlets
Arrange repairs to office equipment
Arrange sales team and individual salespersons monthly targets
Arrange weekly advertising lists
Arranging distribution of “guess what” pamphlets
Arranging for managements to be transferred from other real estate offices
Assist salespeople with paperwork, negotiating sales etc
Assist with goal setting for office and individuals
Attend face-to-face interviews with vendors
Attend face-to-face interviews with vendors (marketing manager)
Attend market appraisals
Attend post-listing appointments with vendors
Attend sales meetings
Attend to all incoming office correspondence / act on same
Attend to all incoming property management correspondence / act on same
Attend to customer service calls
Attend to daily office banking
Attend to daily office mailing
Attend to delegated duties from managing director
Attend to delegated typing from manager(s)
Attend to in-going inspections / report
Attend to out-going inspections / report
Attend to strata levy payments
Attend training meetings
Attend weekly property management meeting
Attending post-exchange inspections
Attending quality inspections
Attending tenancy tribunal
Balance trust accounts
Banking monies for landlord
Canvass client list
Canvass withdrawn listings
Check all incoming contracts for the sale of land
Collection of all property management fees due to the company
Complete all vendor calls after inspections
Complete all vendor calls after inspections (marketing manager)
Complete listing paperwork (sales secretary)
Complete listing paperwork (salesperson)
Complete sales paperwork (salesperson)
Complete sales paperwork (sales secretary)
Control and maintain enquiry log
Control and maintain message taking
Control keys and key board
Control paging service
Create and maintain financial management systems
Creating new methods of differentiation
Direct and implement the training of new members of staff
Disperse monies from both trust accounts
Disbursement of monies to tradespeople
Door knocking for m.a. leads
Encourage new ideas from / attend to grievances of all staff
Encouraging improvement / promoting excellence
Ensure constant flow of profit to the company
Erect pointer signs
Erect / remove for lease signs
Erect / remove for sale signs
Exchanging contracts
Filing property management and sales files
Fill in for sales secretary at quality inspections
Folding and enveloping of both mail and promotional material
Follow up market appraisals
Follow up prospective property buyers
Follow-up private for lease advertisements
Follow-up private for sale advertisements
Garage sales - dirty houses - vacant houses
Greet / attend to incoming customers
Handle incoming enquiries from other agents
Handle requests from properties which neighbour our managements
Hire new staff
Implement and maintain listing control system
Implement fire evacuation policy
Informing tenants of their obligations to property and neighbours
Issuing tenants with notices
Keep copies of all rosters / and display
Keep magazine stands full
Keep track of salespersons whereabouts
Kerbside inspections
Liaise with bank
Liaise with company accountants
Liaise with solicitors and lending institutions
Liaise with staff members re; wages, awards etc
Lodging rental bond money with rental bond board
Lodging tribunal notices
Maintain all office account files
Maintain all sales and property management files
Maintain and enforce written company policies and procedures
Maintain attendance / sick leave register
Maintain awareness of vacating tenants / properties becoming vacant
Maintain buyer and seller enquiry statistics
Maintain canvassing statistics
Maintain company agreements / records
Maintain database lists
Maintain display window
Maintain fax / photocopier
Maintain flow of material to clients and ex-clients
Maintain general account journals
Maintain high level of communication with all landlords
Maintain holiday roster
Maintain letterbox distribution / implement strategic marketing plan
Maintain listing register
Maintain master lease register
Maintain office key register
Maintain oh&s records
Maintain pending sales statistics
Maintain personal business development area (b.d.a.)
Maintain personal sales statistics
Maintain personnel records
Maintain petty cash and associated record books
Maintain property management journals and ledger
Maintain register of private advertisements
Maintain rent enquiry statistics
Maintain rental availability list
Maintain sales availability list
Maintain sales register #1
Maintain sales register #2
Maintain sales team statistics
Maintain sales trust journals and ledger
Maintain scrapbooks
Maintain sign control
Maintain sub-territory maps
maintain supplies of all office promotional material
Maintain supplies of office requisites and stationary
Maintain supply of office cheques (books) / rental payment books
Maintain the appearance of the office
Maintain the tea room
Maintain wages book
Maintain weekly prospecting schedule
Make appointments with buyers
Make customers comfortable / make coffee
Making sure copies of all outgoing correspondence is photocopied
Maximising sales team production
Mediating all staff disputes
Mediating disputes between sales staff
Minimising rental arrears
Negotiate sales
Negotiate with vendors for price reductions
Negotiate with vendors for price reductions (marketing manager)
Negotiating tenancy problems
Notifying landlord of new leases
Notifying landlord of vacating tenant
Notifying landlords of applications for tenancy of their property
Open office daily
Ordering and / or preparing rental trust cheques
Organise for lease signs to be erected and taken down
Organise repairs on property
Organising sales staff
Other agents signs down
Pay council rates for landlords
Pay staff superannuation
Pay wages
Pay water rates for landlord
Periodic inspections
Phone all contacts monthly
Phone through all eac listings
Place property management advertising each week
Post journal entries to ledger
Post receipts to journal
Post reports of periodic inspections
Posting advertising to vendors
Prepare and post letters and / or cheques at settlement
Prepare group certificates
Prepare new employee paks
Prepare reports for head office
Prepare rosters for sales staff
Prepare sales meeting
Prepare salespersons monthly commission statements (sales secretary)
Prepare strategic marketing plan
Prepare tenancy agreements / drawing up lease documents
Preparing and issuing landlord statements
Preparing and proofing advertising
Preview and correct end-of-month statement run
Put garbage in and out
Qualify buyers
Qualifying tenancy applications
Re-direct mail
Receipt rent / bonds / water usage / tapfs / reservation fees
Receipting and disbursement of bond claim cheques
Reconcile all accounts at the end of every month
Reduce expenses / increase production / make a profit
Rent increase notices
Research homes for sale for buyers
Return all phone calls daily
Review bond schedule quarterly
Review company policies and procedures
Review pending sales (number and dollar volume)
Rule up books of record
Run property management meetings
Run sales meetings
Safeguard cash on the premises
Send out listing follow-up letters
Send out market opinion follow-up letters
Sending out landlord copies of relevant paperwork
Sending termination notices
Setting up landlord files
Show homes for sale to prospective buyers
Show rental properties to prospective tenants
Signing up management agency agreements / attending at rental appraisals
Signing up new tenants
Sort and distribute material from eac
Staff interviews
Stay updated on pending sales (number and dollar volume)
Submit daily report
Supervise daily banking
Supervise the duties of property officer and receptionist (pm.duties only)
Tag all incoming keys
Take buyer enquiry
Take rental repairs / complaints
Take tenant enquiry
Taking photographs of properties for sale
Target prospecting
Telephone canvassing for market appraisal leads
Training staff (p.m. duties)
Training staff / self
Type and arrange for distribution of prospecting letters
Type fresh sales and management agreements
Update eac alteration sheet
Weekly progress reports to vendors
Weekly report to managing director
When you’re doing it tough - implement the starr partners fix-it plan
Write up out-going mail
Prepare market appraisal reports
Prepare weekly vendor reports
Attend to property management filing
Take fresh buyer and seller enquiry
Book / schedule appointments for salespeople
Call back buyer and seller enquiry
Write advertisements for sale properties
Write editorials for sale properties
Schedule and place all advertisements for sale properties
Maximise company exposure in the local press
Maintain regular measurement of key intangible strategic indicators
Appendix
101 - How to use this resource tool
102 - Annual Budget - Trading Statement
103 - Monthly Performance To Budget Analysis
104 - Explanatory notes to Appendices 102 & 103
105 - Statement of Engagement
106 - Starr Partners Fix-it Plan
107 - Staff Induction Programme
108 - Staff Performance Review - Managing Director
109 - Staff Performance Review - Property Manager
110 - Staff Performance Review - Administration Manager
111 - Staff Performance Review - Marketing Manager
112 - Staff Performance Review - Sales Manager
113 - Staff Performance Review - Salesperson
114 - Staff Performance Review - Property Officer # A
115 - Staff Performance Review - Property Officer # B
116 - Staff Performance Review - Property Officer # C
117 - Staff Performance Review - Receptionist
118 - Staff Performance Review - Sales Secretary
119 - Staff Performance Review - Sales Creator
120 - Historical Property Value System
121 - Implementing this system in an existing office
122 - Building and maintaining a strong public profile for your business
123 - Quik-Start - A short cut to implementation for a new business
124 - The cost of starting a new real estate business from scratch
125 - Lesson plans for teaching this system
128 - Salesperson Commission Statement
129 - Salesperson's Job Interview
201 - Rules of Engagement
202 - Commission Splits
203 - Buyer Enquiry (Phone) Ver 1
203a - Buyer Enquiry (Phone) Ver 2
204 - Enquiry Log follow-up
205 - Buyer Qualification Form
206 - 20 Best Qualifying Questions
207 - The Ratings Game
208 - How to buy a home
209 - How to encourage an offer
210 - How to fill up a contract
211 - Seller Enquiry (Phone) - ver 1
211 - Seller Enquiry (Phone) - ver 2
212 - The Listing Presentation
213 - Market Appraisal Checklist
214 - Listing Control System
215 - Marketing Programme
216 - Salesperson Daily Report
217 - Marketing Managers Daily Report
218 - Weekly Sales Report
219 - Sales Creator's Scripts
220 - Sales Creator's letterbox drop # 1
221 - Sales Creator's letterbox drop # 2
222 - Sales Creator's letterbox drop # 3
223 - Sales Creator's letterbox drop # 4
224 - Sales Creator's letterbox drop # 5
224a - SalesCreator's letterbox drop # 6
225 - Pointer Sign Thank You
226 - Sales Creators Weekly Activity Report
227 - Sales Managers Target Worksheet
228 - Sales Managers First-Aid Kit
229 - Authority to Exchange Contracts
230 - Group Inspection Summary
231 - How to Keep a Productive Diary
232 - Authority To Transfer Deposit
233 - Time Block
234 - Salesperson's First-Aid Kit # 1
235 - Notice terminating EAC Selling Agency Agreement
236 - Property Listed checksheet
237 - Property Sold checksheet
238 - Property Appraisal Summary
239 - Weekly Property Report
240 - Contract special condition - Split deposit / extension of time
241 - Offer to Purchase
242 - Salesperson's First-Aid Kit # 2
243 - Facsimile cover sheet for exchange of Contracts
244 - Comparable Market Analysis
245 - Customer Service Call Script
246 - Property Purchaser's Checklist - Contracts Exchanged
247 - Property Sellers Checklist - Contracts Exchanged
248 - How Can We Help You
249 - Setting Up To Sell Checklist
251 - Why Starr Partners ?
252 - Monthly Sales Statistics Report
301 - Tenancy Application Form - 1-page version
301a - Tenancy Application Form - 4-page version
302 - Tenancy Application Checklist
303 - Residential Tenancy Agreement Checklist
304 - Periodic Inspection Form
305 - Kerbside Inspection Report
306 - Weekly Property Management Report
307 - Residential Tenancy Tribunal Appearance Summary
308 - Reservation Fee
309 - Vacating Notice
310 - Breaking the Fixed Term of the Tenancy Agreement
311 - Rental Guarantee Certificate
312 - Monthly Return
313 - Rental Property - Appraisal Summary
314 - Property Management Commission Statement
315 - Who to Call
316 - Your RTA Checklist
401 - Sales Secretary's Weekly Report
402 - Enquiry Log
403 - Enquiry Log Follow-up Summary
Starr Systems V2.0
Operating System
Sales System Map
Sales Systems Summary
System # 1.01 - Letterbox Distribution System
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 1.09 - Daily Personal Prospecting (Sales)
System Diagram
System Benchmarks
System Quantification
Letters used with this system
System # 2.01 - Buyer / Seller Scheduling System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 2.02 - Sample Bag Preparation / Delivery System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.01 - Buyer Interview System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.02 - Property Inspection System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.03 - Property Seller Feedback System (Buyers)
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.04 - Property Buyer Re-appointment System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.05 - Property Sale / Negotiation System (Buyers)
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 3.06 - Contract Execution System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 4.01 - Private Treaty Listing Presentation System
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 4.02 - Market Appraisal Follow-Up System
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 4.03 - Property Marketing / Scheduling System
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 4.04 - Property Marketing Review System
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 4.05 - Property Sale / Negotiation System (Sellers)
System Diagram
System Benchmarks
System Quantification
Forms used with this system
System # 6.01 - Post-Exchange System # 1 (Documentation)
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 6.02 - Post-Exchange System (Marketing)
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 7.01 - Post-Settlement System
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
System # 9.01 - Hiring System (Home Purchase Co-ordinator)
System Diagram
System Benchmarks
System Quantification
Letters used with this system
Forms used with this system
Position Contracts
Position Contract - Managing Director
Position Contract - Sales Director
Position Contract - Marketing Team Leader
Position Contract - Sales Team Leader
Position Contract - Property Investment Manager
Position Contract - Property Finance Manager
Position Contract - Legal Services Manager
Position Contract - Administration Manager
Position Contract - Marketing Associate
Position Contract - Database Marketing Co-ordinator
Position Contract - Advertising Co-ordinator
Position Contract - Client Liaison Officer
Position Contract - Home Purchase Co-ordinator
Position Contract - Property Marketing Co-ordinator
Position Contract - Property Sales Assistant
Position Contract - Property Investment Officer
Position Contract - Property Investment Assistant
Position Contract - Property Finance Consultant
Position Contract - Property Finance Assistant
Position Contract - Legal Services Assistant
Position Contract - Receptionist
Position Contract - Bookkeeper
Position Contract - Systems Development
Policy Documents
PM-0001 - Conditions of Employment
PM-0002 - Uniforms
PM-0003 - Company Facilities
PM-0004 - Licences & Certificates
PM-0005 - Health & Safety
PM-0006 - Alcohol, Tobacco and Drugs
PM-0007 - Cash Handling
PM-0008 - Personal Problems
PM-0009 - Conflicts of Interest
PM-0010 - Company Systems
PM-0011 - Ethical Conduct
PM-0012 - Armed Hold-ups
PM-0013 - Equal Opportunity
PM-0014 - Sexual Harassment
PM-0015 - Counseling and Disciplinary Procedures
PM-0016 - Fire Evacuation
PM-0017 - Property Sales Department - Additional Policies
PM-0018 - Property Investment Department - Additional Policies
PM-0019 - Property Finance Department - Additional Policies
PM-0020 - Legal Services Department - Additional Policies
PM-0021 - Administration Department - Additional Policies
PM-0022 - Commission Splits
PM-0023 - Buying or Selling Property
PM-0024 - Annual Production Bonus
Additional Documents
The Smart Way to buy a Property
Step 1 - Which Agent is most likely to find the right property for you ?
Step 2 - Comparison Shopping
Step 3 - Which property is the right property ?
Step 4 - Making an offer to purchase / negotiating the right price
Step 5 - Securing the Property
Step 6 - Choosing the right Solicitor
Step 7 - Arranging your loan approval
Step 8 - Pest and Building Inspections
Step 9 - Re-inspecting the Property
Step 10 - Settlement
Countdown to "Moving Day"
The Smart Way to Manage Your Investment Property
Question # 1 What type of property management services do Starr Partners offer?
Question # 2 What do Starr Partners clients say?
Question # 3 What’s the first thing we should do if we want to rent our property?
Question # 4 How do Starr Partners go about checking the references of prospective tenants?
Question # 5 How do Starr Partners keep an eye on the condition of our property?
Question # 6 What about all those “horror stories” we’ve heard about?
Question # 7 How will Starr Partners keep us up-to-date ?
Question # 8 What happens if we want to sell our property?
Question # 9 How much will it cost to employ Starr Partners to manage our investment property?
Question # 10 Who are Starr Partners?
Colouring Competitions
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