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Welcome to QSC Introduction
Quality Service Certification, Inc.
Teamwork Builds Great Futures!
A Proud Partner of United Country Real Estate
To sign up for an upcoming Introduction to QSC Webinar, please call QSC: (888) 547-4772 Email: [email protected]
Hi, I’m Kevin Romito Director of Membership for QSC
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
And United Country—Going to Extreme And United Country—Going to Extreme Measures to Better Your BusinessMeasures to Better Your Business
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Making Results Known
Quality Service Certification, Inc.
Making Excellent Service The Highest StandardMaking Excellent Service The Highest Standard
YOU CAN RATE THE SELLER OF A $100 BASEBALL CARD ON ebay. BUT WHAT ABOUT THE LISTING AGENT FOR A $500,000 HOME?
HOW DOES THAT AGENT RATE?
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Listen to What Consumers are Saying
Quality Service Certification, Inc.
“I look up the ratings on any stock I buy. I look up the ratings on the company. I look up everything. So I think in this day and age it would be extremely helpful to have an real estate rating system as long as you can be assured that the surveys were current.”
Consumer: Carla Barela
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
“You can’t build a reputation on what you say
you’re going to do.”~Henry Ford
A Proud Partner of United CountryA Proud Partner of United Country
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
“But you can build a reputation based on
what you do!”
A Proud Partner of United CountryA Proud Partner of United Country
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UCRE & QSC Partnership
Quality Service Certification, Inc.
Teamwork Builds Great Futures!
Thanks to United Country Real Estate what you’re about to see is significantly subsidized to make it very affordable.
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Your Challenges• Staying ahead of competition
• Customer loyalty
• Getting listings
• Showing value to consumers
• Number of agents competing for business
• High number of competing companies that are discounting
• Sustaining commission rate
• Getting repeat business
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How We Help Better Your Business
Quality Service Certification, Inc.
• Provide system for excellent customer service delivery
• Teach service providers to use Guarantees
• Invite feedback through Surveys
• Deliver results through Q Reports
• Initiate opportunity for growth and improvement
• Help consumers feel secure in their selection of a service provider/company
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Proven Resources for Professionals
Measurable Results for Consumers
CSR
Training & Certification Guarantee
Objective Assessment
Real-TimeFeedback
Consumer-centricService
5 Proven Steps To Success
Quality Service Certification, Inc.
12
3
4
5
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Since all of your competitors make the claim of great service…
How and Why should a prospective client choose you?
Quality Service Certification, Inc.
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Listen to What Consumers are Saying
Quality Service Certification, Inc.
Judy: “All sales associates say that they’re the best.”
QSC: And how do you know they’re the best?”
Mark: “Well, you don’t. You’re just taking their word for it—you don’t know. You’re just taking a chance and, if you have something where you can look at the ratings that people like ourselves have done, then you can feel like you’ve probably got a pretty good picture of what that agent does.”
Consumers: Judy and Mark Holcomb, Texas
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You say your service is great…Doesn’t everybody?
Quality Service Certification, Inc.
How can you stand out to a consumer?
How does a consumer know who is the best?
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Getting Started: 5 Easy Steps
Quality Service Certification, Inc.
1. Get certified2. Use a Guarantee for all clients3. Survey your clients4. Gain valuable feedback from your clients5. Flaunt your Customer Satisfaction Rating
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Quality Service Certification, Inc.
Easy to become
Quality Service Certified®
Tele-Seminar – $105
NEXT CLASS: NEXT CLASS: TBATBA
<date><date> Training Cost: Training Cost: ($105)
9:00 – 10:30 a.m.9:00 – 10:30 a.m. PACIFIC TIME!
For future Tele-Seminar schedules visit
www.UnitedRealEstate.com
Survey’s are paid for by UC Affiliate - $3.50 per surveyOnline – Internet based training QSC-UC Online Training
$75
*$50 annual designation renewal begins as you enter your second year of the program
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Quality Service Certification, Inc.
Quality Service Assurance Survey©- Objective Assessment
• Professionally developed – consumer research based questions
• Independently delivered, administered and managed
• Tested and refined by use with over 500,000 consumers
• 32% consumer response rate
• Objective and detailed client feedback
• Offers both quantitative data analysis and written client comments
• Timely Internet based reporting technology (Q Reports™ system)
• Statistics, graphs and charts offer effective marketing tools
• Results offer third-party endorsement and credibility
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Quality Service Certification, Inc.
Quality Service Assurance Survey©- Objective Assessment
Additional Survey Options and Resources
• Buyer and seller surveys available in Spanish
• Commercial surveys – buyer and seller
• Commercial lessor and lessee surveys
• Mortgage borrower satisfaction survey
• New – QSC Auction Certification and surveys
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Q Reports™ System
Internet based
Virtual real time, feedback/reportingHierarchal analysis (up to seven levels)
Comparative Data
Easy to Use – Intuitive with graphics
Objective – third party presentation
Dozens of Applications, Uses
Quality Service Certification, Inc.
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Q Reports™ Delivering data that matters
CSR: Customer Satisfaction RatingAn average of the “overall” satisfaction rating of all returned surveys; available to consumers after 4 or more returned
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Review of survey results provides Professionalwith timely feedback,
recognition, reinforcement and improvement
opportunities
Improvement Opportunity
Recognition
Reinforcement
Testimonial
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Improvement Opportunity
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Agents, Brokers/Owners, and QSCPartnering
Relationships
Reputations
Results
Trust
Quality Service Certification, Inc.
Trust is the basis for beginning, maintaining, and sustaining relationships
To Enhance
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Quality Service Certification, Inc.
Comparative Analysis per Thousand Transactions
51
102
23
6467
153
41
90
0
20
40
60
80
100
120
140
160
180
QSC Agents Traditional Agents
Buyers Less than Satisfied (includes neutral)Buyers Dissatisfied & Very DissatisfiedSellers Less than Satisfied (includes neutral)Sellers Dissatisfied & Very Dissatisfied
Measurably Reducing Client Service Dissatisfaction
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Measurable Results
QSC vs. non- QSC Professionals
• 44% increase in very satisfied clients
• 69% decrease in dissatisfied clients*
• 50% increase in likeliness of repeat and referral sales
* For many QSC client companies this effects a 10-30% reduction in E&O premiums
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QSC Sales Professionals:
Quality Service Certification, Inc.
• Attract more clients Attract more clients • Increase the value of service provided to their clients Increase the value of service provided to their clients • Earn more referrals Earn more referrals • Provide better service to customers Provide better service to customers • Increase customer loyalty Increase customer loyalty • Offer an alternative to commission discounting Offer an alternative to commission discounting • Differentiate themselves from the crowd Differentiate themselves from the crowd
Join QSC Today and show the world how great you really are!
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Quality Service Certification, Inc.
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
And United Country—Going to Extreme And United Country—Going to Extreme Measures to Better Your BusinessMeasures to Better Your Business
http://www.QualityService.org
http://www.QualityCertified.org
http://www.QReports.com
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QSC - The Total Solution
More than just talk or a claim…An integrated suite of resources delivering
proven, measurable results
Quality Service CertificationQuality Service Certification®®
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
Building stronger relationships,
better reputations, and greater results.
A Proud Partner of United CountryA Proud Partner of United Country
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QUALITY SERVICE CERTIFICATION
Quality Service Certification, Inc.
Your QSC Contact:Kevin Romito
(888) 547-4772 [email protected]
www.QualityCertifed.org
A Proud Partner of United CountryA Proud Partner of United Country