Training, Coaching & Mentoring

It's an age old question:

"What if we invest in our staff and they leave?"

The answer?:

"What if you don't and they stay?"

Ensuring that you and your team operate at peak performance and focus on the things that count, comes from maximising a combination of attitude, behaviour, knowledge and skill.

Training, coaching and mentoring helps ensure peak performance and service delivery as well as regulatory compliance and good business practice.

Integra provide a range training and coaching sessions that can be delivered individually or as part of a structured series or longer programme. These courses are run by Michael Day MBA FRICS FNAEA FARLA – a highly experienced industry professional with considerable training, coaching and mentoring experience who has built up an enviable reputation as an engaging and knowledgeable trainer and coach, delivering bespoke courses to management and staff at all levels.

Dozens of business leaders, owners, directors, partners and managers have attended Michael’s unique “Mind Your Own Business” programmes as delegates and their feedback on how the programmes have helped them and their businesses can be found in the testimonials section of this website.

Training and coaching sales and lettings staff to build trust with clients and customers, identify needs, spot opportunities, gain commitment and close appointments and transactions is key to success and, when well managed, also builds teamwork and loyalty.

As one of the property industry’s leading experts on legislation and good business practice, over 5000 delegates have attended Michael’s courses on Consumer Protection Regulations, Money Laundering Regulations, GDPR and other legislation. Michael manages to make what might seem to be somewhat dry content, engaging and fun, without ever losing sight of the objectives of education and compliance.

Much of the training, coaching and mentoring that we provide is bespoke and best delivered in regular, short and punchy sessions so that delegates can digest easily put the knowledge, skills and techniques into practice right away.

All training sessions can be delivered in person or online.

Online

All modules and courses (and custom created programmes) can be delivered in face to face scenarios but are usually delivered online via Zoom (or other video platforms if preferred). All online sessions are live and interactive and not pre-recorded.

All sessions have been developed specifically for online delivery. The "multi session" programmes are highly motivational and effective (Sales skills excellence or Mind your own business) as they are delivered over a period of a few weeks and this helps keep momentum whilst also giving time to implement and review what is being learned.

The modular approach is also a very cost effective way of keeping staff and teams at the top of their game and, whether in office or remote working, helps keep people motivated, committed and up to date with legislative knowledge, best practice and required sales and management skills.

You can see the full schedule of upcoming open courses, book and securely make payments here:

Programmes

These programmes can be run in a format to suit your organisation as formal training sessions or as individual or group mentoring sessions.

We welcome the opportunity of discussing your training needs and our flexibility means we will tailor a solution to meet your requirements.

Please call us on 01753 889287 or contact us by email at enquiries@integra-ps.co.uk

1. Sales Skills Excellence (sales or lettings) - six modules
Module One - Creating excellent first impressions, taking control and building trust
The Importance of Customer Service
Creating an Exceptional First Impression
Taking control of the conversation - assertiveness
Setting, Meeting & Exceeding Customer Expectations
Communication Skills - Face to Face/Telephone/Online/Written Communication
Questioning & Listening Skills
Voice - words and tone
Body language
Building Trust & Rapport
Obtaining reviews and recommendations

Module Two - Obtaining information, identifying needs and wants, using features and benefits

Open and closed questions
Identifying needs and wants
Identifying the dominant buying or selling, renting or letting motive
Using features and benefits to create business
Maximising Productivity in a Sales Role – Cross Selling/Up Selling - identifying other business opportunities
Recording information
The AIDA Sales Model
Obtaining reviews and recommendations

Module Three - Closing and successfully overcoming objections

Trial closes
The nail down
Other closing techniques - alternative, assumptive etc.
Identifying the real objection
Quantifying the real objection
Overcoming the real objection and closing

Module Four - Effective viewings and obtaining offers

Achieving more viewing appointments
Perfect Preparation Prevents Poor Performance
Carrying out effective viewing appointments - online or physical
Security Essentials
Obtaining constructive viewing feedback
Encouraging and securing offers
Taking an offer
Preparing to, and putting forward, an offer
Reinforcement and social proofing
Obtaining reviews and recommendations

Module Five - Booking and carrying out exceptional valuations to win instructions

Identifying valuation opportunities
Successfully handling fee enquiries
Gaining valuations
Booking valuation appointments to give the valuer the best chance to secure the instruction
Preparation for the valuation appointment
Standing out from the competition
Key stages of an effective valuation
Valuing accurately
Obtaining the right fee
Following up to win business and to learn and improve
Obtaining reviews and recommendations

Module Six - Effective Sales Progression

Setting up a sale for success
The conveyancing process
The mortgage process
Chains
Proactively progressing the sale
Positive communication with all parties
Obtaining reviews and recommendations

Compliance (four modules)

Money Laundering Regulations and how to comply

Background to the legislation
Penalties and risks for non-compliance
Compliance requirements – the essentials from a company perspective and on each individual transaction
Practical systems and processes to manage risk and ensure compliance
Customer due diligence – risk assessments etc - individuals, companies, trusts, probate, LPOA etc
Economic Crime Supervision Act 2022 & Register of Overseas Entities
Suspicious activity reporting

Consumer Protection Regulations and how to comply

Background to the legislation
Penalties and risks for non-compliance
Compliance requirements – the essentials
Referral fee compliance
Practical systems and processes to manage risk and ensure compliance

GDPR and how to comply

Background to the legislation
Penalties and risks for non-compliance
Compliance requirements – the essentials
The six lawful bases for holding personal data
Privacy policies, security policies and subject access requests
Practical systems and processes to manage risk and ensure compliance

Estate Agency Law, Money Laundering, Consumer Protection , GDPR, Redress Schemes, Advertising Regulations - A compliance introduction

A two hour session that is ideal for new starters, support staff and those requiring a refresher on core legislation and regulation and how to comply.

Background to the legislation
Penalties and risks for non-compliance
Estate Agents Act - terms of business, handling offers etc.
Money Laundering Regulations - compliance must do's.
Consumer Protection Regulations - material information, referral fees etc.
GDPR - compliance must do's.
Redress schemes - codes of conduct, obligations
Advertising & Board Regulations - compliance must do's

Mind Your Own Business series -for managers, partners, directors and business owners - five modules

Module One - Business analysis and creating a business plan
Why have a business plan?
Getting the buy in of staff and other stakeholders - the Jigsaw Puzzle and Sat Nav approach
Knowing your numbers
Business analysis - the market and the competition
Useful business models - SWOT, PESTLE and others
Identifying the "Stategic Gap"
Future strategies - Ansoff's matrix

Module Two - Creating a business plan, setting objectives, monitoring results and achieving goals

Setting SMART objectives
KPIs and KPRs
Action plans (two words - action and plan!)
Monitoring results - The Sat Nav approach
Communication
Being a learning organisation

Module Three - Great time management and successfully managing change

Practical time management techniques to help you keep in control and get the right things done
The four Ds
Machiavelli
Project managing
Obtaining "buy in"
A 360 degree holistic approach
Communication

Module Four - People management, agreeing targets, performance management and reviews

Helping your people be the best they can be
Situational leadership
Agreeing objectives and targets
Carrying out effective and motivational performance reviews
One minute managing - praising and reprimands
Being a learning organisation

Module Five - The value of brands, content marketing, farming databases

The value of brands
Culture and holistic approach
Content marketing and
Communication methods/channels including social media
Maximising the business "locked up" in your database through "farming
Obtaining reviews and recommendations

Setting up an estate agency business (sales and/or lettings) - 1 to 1 session

Company structure
Proposition - differentiators, brand
Business plan and exit plan
Compliance - registrations, policies, documents, insurance
Marketing - channels
People - who, employment model, remuneration structures, management
Premises - type, flexibility, terms, health and safety
Culture and brand reinforcement