New Zealand

NEW ZEALAND EDITION

Are Your Presentation Skills COSTING YOU MONEY? 3 Tips for MASTERFUL TO-DO LISTS IS YOUR PHONE VOICE ATTRACTING —or Repelling?

CREATIVE MEDITATION for the Real Estate Professional

COVER STORY

Winston Saga

FEATURED AGENT

PENELOPE FRANCA

NEW ZEALAND EDITION

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Winston WINSTON SAGA Saga

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PENELOPE FRANCA

CONTENTS 4) 3 TIPS FOR MASTERFUL TO-DO LISTS 13) IS YOUR PHONE VOICE ATTRACTING— OR REPELLING?

18) ARE YOUR PRESENTATION SKILLS COSTING YOU MONEY? 22) CREATIVE MEDITATION FOR THE REAL ESTATE PROFESSIONAL

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3 Tips For Masterful To-Do Lists

by Rob Flitton

Here are three masterful tips to easyto-prepare and easy-to-perform todo lists.

1-Important v. Urgent.

Always prepare your lists based on what is important, not what is urgent. Why? Let’s define our terms.

“Important” in this context is about what matters to you. “Urgent” in this context is about what matters to others.

People have a tendency to not only assemble their lists based on the needs of other people, they get derailed by interruptions and distractions from the pressing needs of others—they get on phone calls, discussions, text-threads, or emailexchanges that take away their focus.

The corollary tricks here are to (i) negotiate for time and space in advance, and (ii) learn to say “no.”

Since you want to focus on what’s important and not on what’s urgent, it causes you much less friction to negotiate ahead of time with those who matter to you for the time and space you need to be able to focus.

This keeps you from worrying about family matters when at work, and work matters when enjoying your family or leisure time.

When we are afraid in life to politely say “no” to the wrong thing, we makes ourselves unavailable to say “yes” to the right things. Those who appreciate and understand you will cooperate—those who do not will simply have to adjust.

2-Obey The Crow.

Sometimes these urgency-intruders There should never be more than 7 can be close to you and hard to say items on your to-do list. No one no to—your spouse, boss, children, can concentrate on too many things at once. customers, or strangers.

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To be able to focus, a person needs to be able to discern which activities or ideas are most important to him at that moment, and at any given moment a person is only able to hold, focus on, or visualize perhaps somewhere between 4 and 7.

This limitation was understood from an experiment observing a flock of crows gathered in a clearing. When various groups of men would cross the clearing and then enter the nearby woods, the crows would flee to the Top Agent Magazine

treetops only to return when the full number of men could be accounted for—i.e., when they felt safe.

If one man went in and then came back they would return to the clearing. If three men went into the woods and only two returned, they wouldn’t. If five men went into the woods and only four returned, they felt safe to return to the clearing.

This means that the crows could only hold 3 or 4 units of the men in their focus.

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Focusing on where the money comes from strips away all of the non-essentials.

For humans, the same is true but may be slightly higher. Look at a forest—you can perceive and focus on and count about 6 or 7 trees at one time, but you can never focus on or count an entire forest.

being the most important, and 1 dollar sign being the least important—like movie, book or restaurant ratings.

At the end of the to-do list period— whether it is a daily, weekly, monthly or annual list—you need not have completed every item, but you need to have entirely completed or accomplished the 4- and 5-star items. You would rather fully complete three 5star items than partially complete all seven items on your list.

The powerful piece of knowledge here is that by using unit economy— by limiting your ideas and activities into manageable groups—you can greatly overcome these limitations and leverage your means to tackle more and more work. By breaking lists down into groups of 4 to 7 Money is a measuring stick for how units, you can accomplish hundreds, effective you are at conducting your if not thousands, of important jobs business—it is really the only objective means of measuring your and tasks annually. effectiveness. Yes, there are plenty of non-monetary goals and outcomes 3-Dollar Signs.

The matter of deciding what should we all want to achieve, but I assert be at the top of your list should that being profitable matters the come down to the money. Money is most, and your to-do lists need to best barometer of what you should establish the mental attitude required spend your time on. Bookkeeping is to achieve maximum profitability. an important task in business, but Focusing on where the money comes closing sales is significantly more from strips away all of the nonimportant—no sales adds up to no essentials. need for bookkeeping.

Rob Flitton is a Seattle Real Estate MarAssign everything on your to do list a number of dollar signs, 5 dollar signs 6

keting specialist helping independent agents to increase their income. Email Rob robflitton@gmail.com at any time or call/ text him at 206-612-2314.

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Winston Saga

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Real estate is far more than a sales business; it is a people business. That is why Winston Saga has enjoyed terrific success in his swift growth as a Harcourts Auckland real estate agent.

Furthermore, vendors, buyers, investors and others interested in real estate benefit from his success as international sales legend. For several years, Winston has been honored nationally and globally and has authored several books plus hundreds of web, magazine and journal articles demonstrating his authority in the sales profession.

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Many more factors, however, contribute to the ways in which vendors and buyers across New Zealand are benefiting from Winston’s career move to real estate two years ago. Among them is Winston’s absolute respect of other people. “My favourite part of working in real estate is meeting clients from various backgrounds nationalities and cultures,” he says.

“I like to ask them questions, listen to what they have to say, understand what they want and then go out and give it to them.”

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During his prior career in sales for Telecom New Zaealand, where he earned multiple annual sales and telemarketing awards, Winston honed his ability to build relationships that lead to happy clients and convert to sales. People compliment him on his negotiation skills with vendors and buyers. “It’s about confidence,” he says. “I’m an extroverted person, which helps when speaking with clients on the phone and meeting them face to face.” Knowing the importance of making others feel comfortable and valued, Winston Top Agent Magazine

keeps a smile on his face, mirrors the body language of people he engages with and adjusts his vocal tone and language to put everyone at ease.

He is also known as a good storyteller, a characteristic that helps in conveying a home’s lifestyle through marketing materials and open home events. Vendors appreciate his honesty, integrity and patience, as well as his innovative marketing techniques. They praise his willingness to weather any of the many issues that can arise in the complicated Copyright Top Agent Magazine 9

sales process. “One very key attribute to have between agent and vendor is communication,” says a recent client.

“Winston’s communication was excellent; he always followed up and kept us informed all the way.” Likewise, the buyers he works with are grateful for his listening skills and his resulting ability to match them properties that match their needs and to do so without any pressure.

Vendors give high marks for Winston’s creativity and communication, saying, Copyright Top Agent Magazine 10

“Winston saw more potential with our property than other agents did and was very informative on how to progress with the sale. I would recommend him for any property transaction.” Others praise his determination. “Winston was supremely confident he would ‘get me the best price.’ At first I doubted this, as the house was rather unfinished with compliance issues and was unusual in its layout and finish.” The vendor appreciated Winston’s tireless effort to work closely with the vendor to find an acceptable buyer. “He put Top Agent Magazine

“Winston saw more potential with our property than other agents did and was very informative on how to progress with the sale.� off the bargain hunters and indeed fulfilled his promise!�

Having lived on the North Shore ofAuckland for more than 20 years, Winston brings thorough understanding of the local market and all of New Zealand to both buyers and vendors. From lifestyle Top Agent Magazine

homes in Dairy Flat or Kaukapakapa to investment or starter homes in Sunnynook, Winston understands how to make homes resonate with prospective buyers. He also excels at navigating a complex assortment of listings in order to meet the needs of investors or people looking for their ideal home.

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It won’t be surprising when Winston reaches his goal of being a Top 5 Harcoruts agent within five years.

Meanwhile, he is authoring another book, How to Sell Your Property for a Premium Price in Any Market. Even in his free time, it seems, Winston devotes himself to helping people in real estate.

Nevertheless, he also carves out time for his hobbies of traveling, gardening, reading and listening to motivational recordings. Enjoying many of his own personal pastimes and successes, after all, motivates him even more when helping make other people’s dreams come true.

To learn more about Winston Saga, visit http://www.winstonsaga.com, email winston.saga@harcourts.co.nz or call 027 233 3993 Harcourts Cooper and Co Real Estate Copyright Top Agent Magazine 12

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Is Your Phone Voice Attracting–or Repelling?

By Carla Cross, CRB, MA It’s such a simple thing, but so important--the first impression you make with your voice!

Recently, I did a presentation to a group of Luxury Agent Specialists. It was about sound and its impact on others (I used the piano to demonstrate). We usually think of visual impact. But, as agents, we come across way more people initially via email or phone than we do by sight. So, isn’t it time to Top Agent Magazine

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polish your ‘phone voice’? It’s probably the first ‘warm’ impression people get of you (I call email ‘cold communication’ because it vastly shrinks the three major ways we communicate: sight, sound, and feeling).

Here are three tips to assure your phone voice makes the best first impression.

Remember, You never have a second chance to make a first impression!

Don’t Mistake Technology as the ‘End’

We are so focused on technology today, that we are in danger of forgetting to effectively use that technology. Here’s an example. When I phone an agent today, I have no idea where that agent will answer his or her phone—or from what phone the call is being answered. And, I don’t really care. Technology allows the phone to follow the agent. That’s great. Here’s what’s not so great. The agent’s message is so dull, powerless, or mumbled that it doesn’t sound as though the agent wants to talk to me. Or, the agent’s message is so long, that I’m impatient by the time I get to leave the message.

Make a Superior Phone Message

For three days, listen carefully to the tone, intent, and messages you hear in phone messages. Listen carefully to how agents, managers, and your affiliates answer the phone (including the receptionist at the office). What do you think? If you didn’t know these people, what would you think of them? Are they excited to hear from you, or are they bored?

Here are 4 important tips to remember when recording your own message: 1. Stand up—you’ll sound as though you have much more energy.

2. Write out your script first—and be sure it’s not too long. I don’t really care where you’re going to be all day!

3. Modulate your voice pleasantly. Try to get some resonance.

4. Sound as though you’re looking forward to hearing from me!

Don’t Settle for One Run at It: Re-record Your Phone Message until It’s Perfect

As a musician, I would never play the piano for others unless I had practiced until the performance was perfect. Yet, when we ‘practice’ real estate, we often just ‘let it fly’ with whatever comes out of our mouths! Not good. You have too much at stake to settle for one run at it.

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Advice from a musician: Practice your phone message several times before you record it. Then, record and listen critically. Don’t just use the first recording.

Make sure your ‘phone voice’ is the best first impression you can make.

P. S. Managers and team leaders—two tips 1. Call each of your agents’ phone mails. What’s the impression you get?

Are they professional? Do they state the company name? Do they represent your culture and image?

2. Create a quick class in phone messaging using the information in this blog.

Copyright ©, 2016 Carla Cross. All rights reserved.

Carla Cross, CRB, MA, is the founder and president of Carla Cross & Co., specializing in real estate management and sales. Her internationally best-selling start-up plan for new agents, Up and Running in 30 Days, is now going into its 5th edition (!). Carla brings her vast experience as a top-selling agent and award-winning manager and trainer to the podium, blending her musical background with her proven sales and management strategies (she uses the piano AND even teaches someone to play—fast…..—entertaining and practical). Find out more at www.carlacross.com.

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PENELOPE FRANCA Penelope Franca of Ray White in Pakuranga has established not only a strong reputation but a solid database of loyal clients. It’s a clientele that bestows high praise on Penelope for her professionalism, her reliability, her attention to detail and her enthusiastic, cheerful demeanor. “I love everything about real estate,” says Penelope. “I love how it’s not a 9-to-5 job. It’s a lifestyle. They say if you love what you do, you won’t work a single day in your life and I think that’s exactly true for me with real estate.”

Much of her happiness in real estate stems from the opportunities she has to meet others and form new relationships with people who become friends for life.

“That’s something that I take from every transaction,” she says. Clients become her friends because of the trust and compassion that forms between them during transactions. Penelope then nurtures each new friendship by reaching out to clients several times per year, whether to provide them updates on relevant real estate trends or to stop by with seasonal gifts such as the sunflower seeds she delivered to all her clients this Spring.

Furthermore, Penelope truly enjoys the hard work of a successful real estate business. Results, after all, only happen with dedication and effort. In today’s ever-changing, technology-based world, Penelope works tirelessly to apply marketing strategies that attract vast audiences of potential buyers. Using online videos combined, local advertising and a strong social media presence along with her own customized approaches to promoting each unique property, Penelope is making a name for herself among vendors.

In just three years, therefore, she has captured significant market share in Pakuranga, offering buyers and sellers a fresh new option for their real estate needs. As of September, Penelope was the listing agent for five Pakuranga properties, which at the time was nearly five times the individual listings of many, long-established agents. One of Penelope’s listings, she explains, closed for the highest sales price ever in Pakuranga, a remarkable $1.86 million. “The highest sale up to date had been Top Agent Magazine

$1.8 million; I’m really happy to have had the opportunity to market this beautiful home,” she says.

Penelope also immerses herself in her community, lending a hand wherever she sees opportunity to volunteer or to bring people together. “Last year I sponsored our local school gala at the end of the year,” she says.

“And coming up, we are holding a Winter Wonderland, Santa’s grotto for the children - and adults! - in Pakuranga.” Other recent events included supporting a new local business, Nosh Food Market. “When they opened up, my team held a promotion for all our clients where they could buy one coffee and get one coffee for free,” she says, explaining how pleased she was both to support Nosh and to offer a gift to her loyal clientele.

For all her efforts in her still growing real estate career, Penelope achieved 2016 Premier Performer Status with Ray White, a status that is a direct result of her dedication and high level of service to each of her clients.

There’s no telling how high her real estate presence in Pakuranga will go, but with Penelope’s hard work and charisma, she’ll surely reach her next goal of becoming a Million Dollar agent. To do so, Penelope will continue dedicating herself to the level of service that has earned her 10/10 Customer Satisfaction from 100% of her vendors year-to-date.

To learn more about Penelope Franca, visit penelopefranca.raywhite.co.nz, email penelope.franca@raywhite.com or call 021 127 5573 Copyright Top Agent Magazine 17

Are Your Presentation Skills Costing You Money?

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ometimes we’re so focused on technology and education that we forget this is a “people business”. And, a great deal of the money you make comes from your ‘point of contact’ skills. What do I mean by that? Lead generating dialogues and presentation dialogues. Yet, how much do we work on those verbal skills?

Unfortunately, communication sales skills have gotten short shrift in the last decade. Why? I think it’s because many of us are so challenged by technological changes. But, slow down. Think about how you actually make money. It’s at point of contact.

Getting better at point of contact skills translates into more money in less time.

We’re All Presenters Everyone in the real estate business presents: Agents present, when they are doing listing or buyer presentations. Managers present when they are recruiting, or doing their office meetings. Mortgage and title 18

By Carla Cross

When you’re doing a listing presentation, what do you want to happen? You want them to sign the listing agreement when you’re done. reps present when they are in front of a group of agents in an office, talking about their services. So, doesn’t it make sense to become ‘killer’ at those presentations? You’ll double your money and halve your time.

Bug Off: I Do Okay Just Like I Am Yeah. I know. As a musician, I’ve worked with literally hundreds of people who thought they ‘played good enough.’

Some people just get to a certain performance level and leave it there. Have you ever thought that, often, our presentation strategies (or lack of) work in spite of us, not because of us?

As a musician, I know the thrill of performing at high levels. So, open your mind and consider

stepping up to a higher presentation level. Not only will you have personal satisfaction, you’ll make more money!

Now, let’s tackle one set of presentation skills: Organizing that presentation effectively.

Having heard listing presentations that wander all around the world, I know the importance of effective presentation organization.

Three Steps to Organize Your Presentation to Knock Their Socks Off Most of the time, we just get in front of people and say whatever we think of first. That leads to some big presentation mistakes, and costs us ‘sales.’ Instead of stumbling through a presentation, why not organize it to Copyright Top Top Agent Agent Magazine

grab their attention, persuade them to your way of thinking, and motivate them to action?

You can. In my new resource, Knock Their Socks Off: Tips to Make Your Best Presentation Ever, I show a simple three-step format to create your persuasive presentation. No matter why you’re in front of people, we need to be persuasive Think about it. When you’re doing a listing presentation, what do you want to happen? You want them to sign the listing agreement when you’re done.

So, it’s extremely important that you organize your listing presentation using a persuasive format, not just an information-heavy dialogue flow.

Grab Their Attention in the Opening Have you thought about your opening? Or, are you nervously standing at the sellers’ door, worried about what you’re going to say? Are you hiding in your office because you dread doing that sales meeting? When we haven’t organized our presentation, we come up with some really boring, off-putting openings, like: I won’t take much of your time, but...

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We have a lot to cover today We won’t get through the outline I know you don’t want to listen, but...

I’m not really prepared

You just open your presentation book, point to the pretty pages, and say, “here’s a keybox” (I’m not kidding. I’ve seen it….)

Great openings, yes? Yet, we’ve heard them dozens of times. You don’t have to settle for whatever 19

If you’re doing a presentation to sellers, one of the major objectives of your presentation is to persuade them to your listing price point of view. comes ‘naturally.’ Instead, make your openings: Provocative Interesting Different Engaging I just attended a ‘Train the Trainer’ session (yes, I still learn great stuff every day!), where the trainer said it was important to engage the audience in a meaningful way in the first two minutes of your presentation. I think that’s a great rule to follow today, because people’s attention spans are the length of a gnat’s eyebrow. So, the next time you attend a presentation, see how much time elapses before the speaker/presenter/trainer gets the audience into meaningful action.

I don’t mean to ask a rhetorical question, either!

A Middle That Educates Your ‘Audience’ to Your Point of View In the middle of your pres20

entation, add those stories, statistics, and visuals that support your point of view. By the way, as you create that presentation, jot down your point of view. If you’re doing a presentation to sellers, one of the major objectives of your presentation is to persuade them to your listing price point of view.

Retention is Key

Why Use Visuals?

Three days later:

There are two reasons to use visuals in your presentation:

We retain 10% of the information when we hear it

We believe what we see

We retain 65% of the information when we hear and see it

We retain the information much longer As you organize your presentation, ask yourself:

Have you ever met with sellers or buyers, given them lots of information—and then had them question you about it a few days later—as if they never heard you—or heard you backwards? That’s because people don’t hear and retain very well.

Look at the statistics:

So, use visuals to prove your points, not to merely show pretty pictures of houses.

The Ending: What are the main, and fre- Back to the Beginning quently, unspoken objections my ‘audience’ will have? How do I educate them to show them the reasoning behind my point of view?

Have you thought about your wrap-up? Or, like many presenters, does your ending sound like this?

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Well, that’s all. What do you think?

pop tunes are constructed with this format:

We’re out of time. Thank you.

I hope you’ll list with me

theme—variation—theme

I don’t have time to close.

I couldn’t get to much of the material, but you can read it In fact, even the most professional presenters frequently have trouble with their endings.

One of the main reasons is that they run out of time. Another is that they haven’t thought the ending through.

How to Do a Stunning Ending Crafting an effecting ending is the second most important part of your presentation. (The first is the opening). To craft a great ending, Go back to your beginning opening theme Summarize the benefits of going ahead with you/take action Motivate your ‘audience’ to take action

A Great Presentation is Crafted Like a Pop Song As a musician, I know that all Top Agent Top Magazine Copyright Agent Magazine

This is known in the music business as the ABA format.

Think of your favorite pop tune: Hum the beginning.

Think of the end. They’re alike, right? It’s the middle— known as the ‘bridge’—that is the humdinger. It wanders all around. Your persuasive presentation should be crafted like that pop tune: A. A compelling start (think Billy Joel, Neil Diamond, etc.)

B. An interesting, developed middle, with stories, statistics A. Back to that theme, with a motivating ending Now, you’re all set to craft a great listing or buyer presentation, great recruiting meeting or sales meeting, or awesome product/service presentation to any audience.

Carla Cross, CRB, MA, President of Carla Cross & Co., is an international speaker, coach, and resource provider specializing in real estate management. A former master level CRB instructor, and National REALTOR® Educator winner, Carla was recently named one of the 50 most influential women in real estate. For a free document on standards to establish, email Carla at Carla@carlacross. com and ask for standards document.

Carla has written six internationally published books, and provides coaching programs for management, including her affordable inoffice coaching programs Up and Running in 30 Days and On Track to Success in 30 Days for Experienced Agents, which provide standards, focus, and accountability.

Reach Carla at 425-392-6914 or www.carla cross.com.

P. S. Practice!

Many more tips on presentations and presentation skills are in my new resource, Knock Their Socks Off: Tips to Make your Best Presentation Ever.

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Creative Meditation

for the Real Estate Professional The real estate world can be an industry of intense emotional and psychological pressure. Deadlines, meetings, employee needs, client needs and a hundred other items on which one needs to focus on a daily basis can create an environment that is not only not conducive to mental well-being, but can be outright detrimental.

Learning to quiet the mind has been the focus of meditation for millennia. While those not familiar with the concept of meditation may instinctively think of yoga mats, incense, and chanting when the word “meditation” arises, there are in fact, many forms of meditation that can integrate quite 22

easily into the daily hustle & bustle world of the busy real estate agent.

First, think about when you are alone each day. Here are some possible times to practice mediation during the work day: • When driving to the office in the morning • When driving to a showing or to meet a client • Before your open house begins • After the open house • Driving home in the evening Top Agent Magazine

Repeating a mantra can be very calming, particularly when you are trying to rid yourself of negative, self-defeating thoughts.

These are just five examples of times when you can take advantage of meditation techniques to quiet your mind and, by extension, increase productivity. A calm mind is a more thoughtful, better tuned instrument.

Here are some examples of meditations you can try.

1

For when you’re driving, download and listen to any number of audio Guided Meditations available on the internet. YouTube has a generous selection of these, many of which are geared towards success in business.

2 Repeating a mantra can be very calm-

ing, particularly when you are trying to rid yourself of negative, self-defeating thoughts. It doesn’t matter what words you choose, as long as you feel good about your choice. “I am a success” or “I will approach all of my clients with love today” are two examples. Whatever works for you and gets you into the desired mindset.

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3 Something as simple as listening to pleasant music in your car can be considered meditation, provided it brings you to a place of comfort as opposed to one of spiritual discordance.

4 The most important thing, however, is to take time to find gratitude in everything you do. Count your blessings, be grateful the exciting career in real estate you have built for yourself.

Once you’ve mastered some of these techniques at quieting your mind, you can attempt to find some that work even better for you. Walking, plain silence, or even exercise can have meditative qualities and benefits if practiced on a regular basis.

When you’re truly feeling calm, your clients can sense this. And with this comes the feeling that you can be relied upon to stay focused and calm in any unforeseen circumstances. And in the world of real estate, that’s a highly prized commodity.

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