Sales Excellence manual contents and video - QLD

Platinum PME membership - Real Estate Excellence (Qld membership)

Version 2.0 to be released at member online July 1 2017


The focus of the Sales Excellence (SE) manual is on compliance, best practice and risk management to be used as an everyday procedure and training resource for the administrator, licensee and the salespeople of the agency. The resource is Queensland legislation focused.

Please contine reading to review the example contents of the manual.

The Sales Excellence (SE) manual is similar in concept and design to the existing  PME manual and is available online to existing Platinum PME members and future members who join and or upgrade. There is no extra cost to members for this additional service. The Sales Excellence manual also includes best practice forms. The manual is over 400 pages.


Chapter 1: Residential Sales – AN OVERVIEW
1.1        What is the role of a salesperson? 
1.2         Commission  
1.3         Fees generally  
1.4         Expenses  
1.5         Terminology 
1.6         The legislation generally

Chapter 2: Enquiries, databases and prospecting
2.1         Example scripts
2.1.2      Buyer enquiry
2.2         Working with the property management department 
2.3         Database set up
2.4         Newsletters and content 
2.5         Daily, weekly, monthly plans 
2.6         Direct marketing and the law

Chapter 3: The listing appointment and listing the property
3.1         The listing appointment 
3.2         Explanatory notes for the seller - POA Form 6 
3.3.        Open, sole and exclusive listings (including reappointment) 
3.4         Prior appointment of another agency 
3.5         Termination of appointments  
3.6         Sales appraisals 
3.7         Sales listing sheet 
3.8         Seller disclosure statement 
3.9         Title search 
3.9.1      Identification of owners and setting up passwords for sellers 
3.10       Disclosure of death and other matters to prospective buyers 
3.11       Seller insurance details 
3.12       Pools and Spas 
3.13       Safety switches 
3.14       Smoke alarms 
3.15       Keys 
3.16       Preparing a property for sale 
3.17       Conjunctions 
3.18       An overview of the tree and fencing laws
3.19       Gas compliance  certificates

Chapter 4: Advertising and showing property

4.1         Writing advertising copy 

4.2         Advertising expenditure and approval  

4.3         Showing property – safety and presentation 

4.4         Showing property with a tenancy still in place 

4.5         Vacant property reports and dealing with vacant property 

4.6         Buyer enquiry and working with prospective buyers  

4.7         Australian Consumer Laws 

4.8         False or misleading representations in property transactions

Chapter 5: Rental property for sale

5.1         Working with property managers and tenants when listing a rental property for sale

5.1a        Gaining access to the rental property - the law

5.2         Disclosure to tenants prior to commencing tenancy 

5.3         Obtaining keys from property managers 

5.4         If a rental property goes on the market for sale in the first 2 months of a tenancy 

5.5         If a tenant refuses entry to show buyers through 

5.6         Legislative requirements generally 

5.7         Taking photos 

5.8         Open homes and onsite auctions 

5.9         Notice periods for vacant possession for a contract of sale 

5.10       Transfer of the tenancy by the lessor 

5.11       What every salespeople needs to know when a rental property is for sale 

5.12       When a notice is deemed served to a tenant 

5.13      Ending a tenancy lawfully

5.14       Listing a property for rent that has not yet settled

Chapter 6: Disclosure and the law

6.1         Seller disclosure  

6.2         Disclosure of a death and other matters to prospective buyers 

6.3         PO Form 8 – Disclosure to buyer 

6.4         Unit sales – existing lots – section 206 disclosure requirements

Chapter 7: Beneficial interest and the law

7.1         Meaning of beneficial interest 

7.2         PO Form 7

Chapter 8: Auctions and the law

8.1         Auctions in general and  conditions of sale 

8.1.1      Bidder registration 

8.2         Price guides and auctions 

8.3         What can be given to a buyer 

8.4         Advertising auction property online 

8.5         Auctions contracts and the Form 8 

8.6        Property goes under contract after auction has been passed in 

8.7        Auctions and the law

Chapter 9: Pricing, appraisals and the law

9.1         What must be given to a seller 

9.2         Listing a property without price 

9.3         What can be given to a buyer 

9.4         Change of price instruction during the listing period

Chapter 10: Contracts

10.1       Meaning of relevant contract 

10.2       The Property Law Act and contracts 

10.3       Cooling off period 

10.4       Termination penalty 

10.5       Deposits and buyers 

10.6       Contract documentation  

10.7       What must be given to a buyer prior to a contract being entered into 

10.8       Timeline of contract schedule 

10.9       Settlement 

10.10     Contracts not settled 

10.11     Mulitple offer situations

Chapter 11: Time management

11.1        Sales Tasks and planning tasks and ideal day, week and month 

11.2       Time diary

Chapter 12: Filing and record keeping

12.1       Filing procedures 

12.2       Record keeping requirements and legislation 

12.3       Electronic record keeping 

12.4      Checking signatures for sellers and buyers 

12.5     Authority for either party to sign/authorise (other than contracts) 

12.6     Seller wants another name on the listing appointment (maiden/married name)

Chapter 13: File notes and follow up

13.1      File note procedures – computer and manual systems 

13.2      Follow up procedures

Chapter 14: Property Occupations regulations

Property Occupations regulations – how the laws apply to salespeople

Chapter 15: Agency policies in general

15.1    Customer service communication policy 
15.2    When staff are going on leave or are absent for more than one day 
15.3    Privacy and confidentiality 
15.4   Complaints policy
15.4    In the event of a claim or incident (at a property) being made against the agency 
15.5    Staff security and safety 
15.6    In the office 
15.7    Out of the office 
15.8    Driving and cars 
15.9    Mobile phones and vehicles 
15.10  Clothing for work 
15.11  Trust accounting
15.12  Opening a special trust account for the sale of a property

Chapter 16: Relevant legislation information and references for sales

Chapter 17: Clearance certificates

Chapter 18: Trust accounting


The information in SALES EXCELLENCE - Sales Excellence is of a general nature only and is not intended to constitute legal advice under any circumstances.  Individuals should consider their own circumstances before proceeding to rely upon any information contained in Sales Excellence.  Whilst care has been taken in preparing Sales Excellence, and the information contained in it has been obtained from sources that Real Estate Excellence  believe to be reliable, Real Estate Excellence (including its directors, officers, employees and contractors) does not warrant, represent or guarantee the accuracy, completeness or fitness for purpose of that information. Real Estate Excellence (including its directors, officers, employees and contractors) accordingly does not accept any responsibility, liability, loss or damage whatsoever resulting from the use of the information in Sales Excellence. By placing an order for Sales Excellence and accepting Real Estate Excellence’s Terms of Business in respect to the purchase of the same, purchasers of Sales Excellence acknowledge that they have read, understood and accepted this disclaimer of liability.