Course Name
Client Relations Policies and Procedures
Part of the C.A.R. Mentoring Program - Broker Track

Course Length
3 hours

DRE Credit
No

Who Should Take This Course
Real estate brokers who want to fully understand how to develop and implement the rules that their agents will follow when interacting with clients, vendors, other agents, staff and the public at large.

Course Introduction
Satisfied clients is the key to having a successful real estate office. In this course you’ll learn how to create rules, policies, guidelines and best practices to help your agents with interacting with clients, vendors, other agents, staff and the public at large to increase the success of your brokerage. You’ll also find out how to manage transaction files and protect your branding with trademarks and copyrights.

Chapters
1 – Client Relations
2 – Maintaining Files and Advertisements
3 – Dispute Resolution & Creating A Policy Manual

Subjects Covered

• Client Relations (Client Personal Information, Agency Relationships and Duties, Duties and Standards of Conduct, Agency Disclosure Requirements, Listing Presentations, Taking Listings, Negotiating Commissions, Conducting Open Houses, Showing Properties, Negotiating Contracts, Referral Fees )


• Maintaining Files and Advertisements (Maintaining Files, File Requirements, Broker Review, Listing/Management/Commission Agreement, Standard Forms, Personal Assistants, Advertising, Trade marking Your Name, Protecting Your Brand, Legal and Ethical Considerations, Do-Not-Call Compliance, Cold Calling, Fax and E-Mail Advertising, Regulation Z, Fair Housing and Advertising )


• Dispute Resolution & Creating A Policy Manual (Dispute Resolution, Intra-Office Dispute Resolution, Third Party Disputes, Principal Disputes, Mediation/Arbitration, Creating Your Office Policy Manual)

Upon Completion Of This Course You Will Be Able To

• Create specific policies to guide agents and employees as they meet and transact business with clients, the general public, and vendors
• Define your responsibilities in advertising
• Define your responsibilities in complying with fair housing laws
• Maintain transaction files

Recommended Prerequisites
Recommended: Office Procedures & Best Practices