TPOT 7 Workbook 1-Listing Manager Job Descriptions and Expectations

SESSION
1
Session1: Listing Manager
The Perfect
Job Descriptions &
Operations Team Expectations
Session #1: Listing Manager Job Description & Expectations
Contact Information and Guidelines

Introduction to Your Coaches and Contact Info:
Coach: Customer Service:
Monica Reynolds monica@kw.com
Nicole Zuber mrscoach@zubergroup.com
Group Coaching Customer Service maps@kw.com
Please let us know if there is anything you would like to discuss in relation to your coaching
program.
Email: maps@kw.com
Phone: 512-439-8684
Guidelines for this course:

1. Join MAPS on Facebook to stay up to date on all MAPS events and programs:
https://www.facebook.com/mapscoaching
2. Only paid participants may listen and contribute.
3. To ask a question or make a comment, you may type your questions into the “Chat” Box.
4. If you would like to speak on the call, please wait until the end of the session. The coaches
will let you know when they are ready for comments.
5. Complete all assignments prior to call.
6. Be PREPARED!
Notice:
The Telephone Consumer Protection Act (TCPA) regulates calls and text messages made using certain technologies. The
TCPA includes the National Do Not Call Registry and also regulates telemarketing calls. Real estate agents who violate these
laws face stiff regulatory penalties and/or potentially catastrophic legal damages. Contact an attorney to determine if your
practices follow TCPA guidelines. In addition to federal laws, several states have laws governing telemarketing. Consult an
attorney to determine applicable laws in your area.
While Keller Williams Realty, Inc. (KWRI) has taken due care in the preparation of the coaching program, the material
contained herein reflects the practices of the coaches and is not necessarily the best practices promoted by KWRI. We cannot
guarantee the accuracy of the materials. KWRI makes no warranties, either express or implied, with regards to the information
and programs presented in this manual. KWRI will not accept liability for any loss or damage of any kind that you incur as a
result of the use of any content provided by MAPS. KWRI therefore cautions you not to assume that the results of this exercise
bear any relation to the financial performance you can expect as a KWRI associate. The coaching program is offered to
support your professional growth by directing you toward productive activities. All materials are copyright © 2021 Keller
Williams Realty, Inc.
No part of this publication and its associated materials may be reproduced or transmitted in any form or by any means without
the prior permission of Keller Williams Realty, Inc.
The only coaching company teaching and

KW MAPS © v.2022 KWRI All Rights reserved
coaching to the KW models and MREA systems.
Keller Williams Realty, Inc.
Who’s Your MAPS Coach? 2
The Perfect
Job Descriptions &
About Monica Reynolds
Monica Reynolds has garnered national recognition as a real

estate seminar and convention speaker, trainer, and author. She
is regarded in the industry as the leader of innovative real estate
systems and effective team building strategies that sustain
successful real estate careers. Monica has dedicated her career to teaching and
coaching agents and assistants in the real estate industry. She has coached more
real estate professionals than anyone else in the country.
Monica began her real estate career over 30 years ago and was the top agent in
North Dakota for many years before relocating to Southern California in 1989 where
she and her partner averaged over 200 home sales per year. She pioneered the
hiring of administrative assistants and building professional team structures along
with replicable and scalable systems so that real estate agents could take their
business to the next level of production.
Monica is the author of two books, Multiply Your Success Through the Use of
Assistants and The Professional Real Estate Assistant, as well as numerous training
programs and materials. The books were written in 1994 and show Monica as a
pioneer in building teams. She designed the real estate application for Arch Telecom,
a leader in Interactive Voice Response (IVR) technology and was the innovator and
designer of the 800InfoHomeLine program for the Mike Ferry organization.
In addition to her successful real estate career, Monica focused on creating and
providing training to agents and assistants and was a top senior coach for a leading
real estate training company for 20 years. She has logged more than 90,000 one-on-
one coaching sessions and provided training to thousands working in real estate.
Between 2010 and 2017, Monica was the Listing Specialist and General Manager of
a high-volume real estate group in San Diego, California. She averaged taking over
175 listings per year. Since 2010, Monica has been the exclusive trainer of real
estate assistants for the international franchise Keller Williams Realty, and trains
thousands of assistants each year. In 2012, Monica became the exclusive real
estate trainer for best-selling author Dave Ramsey and nationally known Dave
Ramsey Group. She wrote the ELP training material and exit strategy material for
Dave Ramsey real estate agents.
In 2018, Gary Keller named Monica the new leader of KW MAPS Coaching, the
largest Real Estate Coaching Company in the world. Together with Gary Keller,
Monica is revolutionizing the coaching experience for the agents. In addition to being
Vice President of MAPS, Monica is the “voice” of MAPS. She oversees a successful
team of employees and coaches and is responsible for empowering MAPS clients to
achieve their goals and dream

The Perfect
Job Descriptions &
About Nicole Zuber
Nicole Zuber is a MAPS Operations Executive as well as Head Coach. Nicole's entire
career has been built from her desire to influence, inspire, and motivate those around her
to pursue their dreams, discover their full potential, and to defy the odds. Since 2003,
Nicole has invested her time and expertise to produce over $4 Billion in sales through her
real estate businesses and partnerships. Nicole has served as Director of Operations,
Listing Agent and CEO of her own businesses. She firmly believes that having first-hand
experience of industry trenches only strengthens business partnerships to a much deeper
and authentic level. When she isn’t pouring into others, you can find her creating new
experiences through intentional world travel, watching and studying American Football, or
practicing yoga. Nicole lives in Austin, Texas with her husband & business partner of 20
years, Craig, and their children, Zac and Aspen.

The Perfect
Job Descriptions &
AGENDA FOR TODAY’S SESSION
Contact Information and Guidelines Page 2

Meet Your Instructors Page 3,4
Agenda Page 5
Overview & Goals of the Course Page 6
Rate Yourself - The Ideal Profile Page 7
Listing Manager Job Description Page 8,9
Listing Manager Traits Page 10
Tactics for Verifying the KPA Page 11-12
Gary Keller’s Go-to Questions Page 13
How to Read a DISC Profile Summary Page 14-18
Listing Manager 30/60/90 Page 19,20
AHA’s & Homework Assignment Page 21

The Perfect
Job Descriptions &
THE PERFECT OPERATIONS TEAM

OVERVIEW AND GOALS FOR THE COURSE
WHAT TO EXPECT:
▪ Clarification on the 3 Key Hires-Listing Manager, Transaction
Manager and Director of Operation
▪ Defined and reasonable job descriptions
▪ Scripts to make the clients feel respected and important to develop

repeat and referral business
▪ Clearly identify your 80/20
▪ Operational systems – models and tools for success
▪ Developing powerful strength zones
▪ Increase probability through reviews and referrals
▪ Model the masters through interviews with top Mega Teams
▪ Conversations on hiring the right talent vs. talent
▪ Onboarding and Offboarding process
▪ Create the perfect Hub through systems and talent

The Perfect
Job Descriptions &
THE IDEAL PROFILE OF A LISTING MANAGER

Rate yourself on a scale of 1-10
____ Customer-Centric: understands that customer service and experience is their

#1 priority
____ Agent-Centric: understands that the agent is also the customer and an agent
that inquiries about a listing is a buyer, therefore a customer
____ Provides 5-star service to create raving fans who write 5-star reviews
____ Extreme Ownership of the file and the Client Experience
____ Masters the ASK–ASK for referrals and reviews
____ CANI – Constant And Never-ending Improvement
____ Versatility and Adaptability–embraces change
____ Excellent communicator–communicates to the client’s preference
____ Impeccable Files with unwavering high focus on details and deadlines
____ Master daily effective communication through scripts and role play
____ Creates simple, scalable systems that are the ACE in the hole: Automated,
Consistent, and Effective
____ Licensed or scheduled to obtain license
____ Heart of a servant; always courteous and respectful. The customer is always
right
____ Can-do attitude that supports the team in all requests
____ Protects and grows the database by adding 3 contacts per day
____ Tracks the growth of “completes” in database which is name, address, phone
and email
Ask yourself what would make it a 10 and what changes do you want to make?

The Perfect
Job Descriptions &
LISTING MANAGER JOB DESCRIPTION

JOB STANDARDS
Key Success Metrics – What are the key minimum success standards that
must be met for the performance to be considered acceptable?
● Receive referrals on 100% of all listings by asking for the referral every time
● Client care team member satisfaction rating of 100%
● Achieve agent satisfaction rating of 100%
● Minimum 10 weekly phone call per client and log activity in CRM listing file notes
● Receive testimonials on 100% of all listings by the time they go under contract or
sooner - sends out testimonial request according to team standards and systems
Primary Objectives – What are the major objectives or outcomes to be
accomplished by the person in this job?
● Main point of contact handling customer inquiries and calls
● Respond to all incoming client communications same day within normal business hours.
● Audit all listing files - update Command accordingly
● Foster customer loyalty/referrals through high-quality interactions at each step. Client
care and coordination. Keep the lead agent informed regarding problems or issues that
have been handled or need support in. Always owning the responsibility of completion.
● Management of VA support through effective systems and task planning
● Ensures that at 100% of listing clients are introduced to The Promise/referral program
before the listing goes under contract
Licensed
• Review all Contracts
• Negotiate all Price Improvements
• Generate Offer Sheets for the Agent
Regular Work Activities – What are the most frequent and essential work
activities in this job?
● Create pre-listing paperwork
● Create Listing Presentation and CMAs/pricing
● Consult and coordinate with Sellers on photos, staging, repairs, cleaning, signage,
access requirements, and marketing activities
● Send out Listing Agreement & Disclosures for signature via Docu-sign & manage KW
compliance
● Order Home Warranty when applicable
● Preferred vendor/client coordination when applicable
● Schedule sign installation, photography and staging
● Build listing in MLS system to include photography selection, remarks writing & input
verification
● Manage Showing System & instructions for each listing, as well as all feedback
provided

The Perfect
Job Descriptions &
● Handles any changes or updates that need made in MLS: price change, status change,
etc.
● Monitors marketing sites for proper syndication: KWLS, Trulia, Realtor.com
● Order marketing material for the agents: Just listed postcard, brochure, Open House
flyer, any specific marketing requests for video, virtual tour, social media, etc.
● Schedule all Open Houses
● Update Team spreadsheets & reports regularly so most up-to-date information is
provided
● Meeting commitments and goals set on 4-1-1
Key Skills – What behavioral traits, attitudes, and skills are required?
● Ability to effectively communicate both written and orally
● Display excellent customer service skills
● Self-motivated and able to work well independently
● Able to set priorities, plan and organize tasks and complete tasks on time
● Demonstrate problem assessment and problem-solving skills
● Strong organizational and follow-through, ownership, and accountability
● Ability to learn new processes and procedures
● Extreme attention to detail and accuracy
● Desire to exceed customers’ and agents’ expectations
● Maintain a goal-oriented focus
● Demonstrate initiative, reliability, and teamwork skills
People Contacts and Interactions – What are the primary people contacts in
this job (who, why, and how often)?
● Clients - daily/weekly
● Agents - daily/weekly as needed
● Vendors - as needed
● Client Care members - daily/weekly
● Client Care supervisor/s - daily
● Launch Director - upon new launches
Notes:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

The Perfect
Job Descriptions &
LISTING COORDINATOR/MANAGER TRAITS
ABOUT THE KPA
1. The Eleven Traits

2. Primary vs. Modifier Traits
3. Behavioral vs. Thinking Traits
4. The Descriptive Review
5. Life Story – Dig Deeper
ABOUT THE DISC PROFILE
1. Dialog Tool – Not a Diagnostic Tool

2. How they Process Information
3. Ask the Right Questions
4. How do they Take Action
5. How do they Solve Problems

The Perfect
Job Descriptions &
VERIFYING THE KPA
Best Practices for Verifying the KPA
1. Stay neutral
2. Remember the purpose
3. Let them speak
4. Create space
5. Seek examples
6. Use the scripts
Stay Neutral
Stay neutral, curious, and listen - Watch your body language — don’t nod, agree, cross arms, or
lean forward or back - It’s not a conversation — other than asking questions, don’t engage with
them or share personal experiences
Remember the Purpose

Check your mindset—your goal is to be objective so that you can make the most informed decision
possible about whether the candidate is a good fit for the Team
Let Them Speak

The person being verified should do 90% of the talking. If they have questions about what
something means or lean into you for guidance, turn it into a question for them to answer-you are
not the expert in their behavior…THEY are.

The Perfect
Job Descriptions &
Create Space
Let them do the heavy lifting. Do not rush them or the process. Sit in silence-get comfortable there.
This is where the unrehearsed truth shows up.
Seek Examples
Ask for examples. Then dig deeper - "Tell me more” or “What’s another example?” or “Walk me
through". Follow up with “Give me an example of how that shows up in your job/at home/with your
friends.
Use the Scripts

The KPA Job Fit Guide contains decision point scripts and scripts with questions to be used
in the interviews. Study the scripts, learn the suggestions scripts, and prepare your
questions. Practice, practice, practice

The Perfect
Job Descriptions &
Gary Keller interviewed Monica at Family Reunion using these questions…you can watch it on
KWConnect (this link will take you to the sign in page for your mykw account; once you are signed in
you will be directed to this interview)
https://www.kwconnect.com/details/up-close-and-personal-with-monica-reynolds
Gary Keller’s 18 Go-to Questions When Validating a KPA
► When you say.... what do you mean by that?
► It says.... would you agree with that?
► When you agree to... what exactly is it that you’re agreeing to?
► Can you give me an example of...?
► How would you want me to...?
► How would you define...?
► What does the word ________ mean to you?
► How do you know what that is?
► Does that describe you? How so?
► To me, it feels like you’re saying.... is that right?
► What drives you to make that kind of an impact?
► Where did that drive come from?
► So, what does that actually mean?
► How does that translate to working with others?
► Do you think that’s how you got a reputation for...?
► On a scale of 1-10, 10 being the most ____________, where would you rate yourself?
► What does a # ____________ mean?
► Can you give me an example when you were a # in/at ____________ in your daily
life?

The Perfect
Job Descriptions &
HOW TO READ THE DISC SUMMARY

The Perfect
Job Descriptions &

The Perfect
Job Descriptions &

The Perfect
Job Descriptions &

The Perfect
Job Descriptions &

The Perfect
Job Descriptions &
LISTING MANAGER 30/60/90 DAY PLAN

✓ Specific: Clearly define what you are going to do.
✓ Measurable: Establish concrete criteria for measuring progress toward the attainment
of each goal you set.
✓ Achievable: Goals should be challenging but a match to the knowledge and skills of
the employee.
✓ Repeatable: The action or goal can be completed on a repeated basis.
✓ Timely: A commitment to a deadline helps a team focus their efforts on urgent tasks
first.
30 Day Goals
• Complete all Team Operating Procedures, videos, and training
• Become proficient in Command
• Attend 10 Listing Appointments with Listing Agent
• Have individual meeting with each Team Member
• Respond to all incoming client communications same day within normal business hours
• Audit all listing files
• Complete client phone calls and log activity in listing file Communication Log and Call Log in
Command
• Implement Client Referral System with 80% success rate
• Implement Testimonial System
• Complete 3 successful CMAs
• Create 3 Pre-List Packets
• Create 5 Listing Appointment Presentation Folders for Agent
• Enter 4 listings into MLS with 100% accuracy
• Role-play scripts and dialogues every day (20x)
60 Day Goals
• Respond to all incoming client communications same day within normal business hours
• Enter all listings into MLS with 100% accuracy
Command
• Implement Client Referral System obtaining 80% by asking for the referral every time
• Complete all CMAs with 100% accuracy
• Complete all Pre-List Packets with 100% accuracy
• Complete all Listing Presentations with 100% accuracy

The Perfect
Job Descriptions &
90 Day Goals
• Respond to all incoming client communications same day within normal business hours -
• Enter all listings into MLS with 100% accuracy
Command
• Implement Client Referral System obtaining 80% by asking for the referral every time
• Complete all CMAs with 100% accuracy
• Complete all Pre-List Packets with 100% accuracy
• Complete all Listing Presentations with 100% accuracy
Team Member Name:
Leader Name:
30 Day Goals
Completed:
60 Day Goals
Completed:
90 Day Goals
Completed:
Notes:
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

The Perfect
Job Descriptions &
AHAs
1. ___________________________________________
2. ___________________________________________
3. ___________________________________________
HOMEWORK FOR SESSION #1 - PICK AT LEAST ONE
► Create Job Description
► Create 30-60-90
► Take a KPA Test
► Take a DISC Test
Must do - Upload your homework to share
DUE – Every Tuesday by 5 PM CST
Submit your homework HERE
***Go to TPOT Accountability Spreadsheet and record what you

implemented and see what others have submitted


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SESSION

Session #1: Listing Manager Job Description & Expectations

Contact Information and Guidelines

Guidelines for this course:

The only coaching company teaching and

About Monica Reynolds

Monica Reynolds has garnered national recognition as a real

The only coaching company teaching and

About Nicole Zuber

The only coaching company teaching and

AGENDA FOR TODAY’S SESSION

Contact Information and Guidelines Page 2

The only coaching company teaching and

THE PERFECT OPERATIONS TEAM

▪ Defined and reasonable job descriptions

▪ Scripts to make the clients feel respected and important to develop

▪ Clearly identify your 80/20

▪ Operational systems – models and tools for success

▪ Developing powerful strength zones

▪ Increase probability through reviews and referrals

▪ Model the masters through interviews with top Mega Teams

▪ Conversations on hiring the right talent vs. talent

▪ Onboarding and Offboarding process

▪ Create the perfect Hub through systems and talent

The only coaching company teaching and

THE IDEAL PROFILE OF A LISTING MANAGER

____ Customer-Centric: understands that customer service and experience is their

____ Extreme Ownership of the file and the Client Experience

____ Masters the ASK–ASK for referrals and reviews

____ CANI – Constant And Never-ending Improvement

____ Versatility and Adaptability–embraces change

____ Excellent communicator–communicates to the client’s preference

____ Licensed or scheduled to obtain license

____ Can-do attitude that supports the team in all requests

The only coaching company teaching and

LISTING MANAGER JOB DESCRIPTION

The only coaching company teaching and

The only coaching company teaching and

LISTING COORDINATOR/MANAGER TRAITS

ABOUT THE KPA

1. The Eleven Traits

ABOUT THE DISC PROFILE

1. Dialog Tool – Not a Diagnostic Tool

The only coaching company teaching and

VERIFYING THE KPA

Best Practices for Verifying the KPA

Remember the Purpose

Let Them Speak

The only coaching company teaching and

Use the Scripts

The only coaching company teaching and

Gary Keller’s 18 Go-to Questions When Validating a KPA

► When you say.... what do you mean by that?

► It says.... would you agree with that?

► Can you give me an example of...?

► How would you want me to...?

► How would you define...?

► What does the word ________ mean to you?

► How do you know what that is?

► Does that describe you? How so?

► To me, it feels like you’re saying.... is that right?

► What drives you to make that kind of an impact?

► Where did that drive come from?