Process Tutorial Notes

Rent, Sell and Buy

● Deal with constructed properties
● Deal with both residential and commercial properties

Customers NoBroker service or Types of Customers of NoBroker

1. Owner - Wants to rent out his property

2. Seller - Wants to sell his property
3. Tenant - Looking for a rental property
4. Buyer- Looking to buy a property

No Broker operates in 11 cities

Bangalore, Chennai, Hyderabad, Mumbai, Pune, Gurgaon, Delhi

NCR(Noida,Greater Noida,Ghazibadh,Faridabad)

Listing :-

It is the process of collecting property details and transforming (converting) the same
into advertisement.

1. Free Listing -
● Owner property (Plan) - 45 days validity
● Seller property (Plan)- 90 days validity

2. Paid Listing -
● Top Listing
● Promotion on website
● RM service will be provided

Seller plans for Residential Properties:

1. Seller Relax - 8,849/- RM, Non Refundable, No FRM, 90 days validity

2. Seller Money back (Seller Assure) - 19,469 /- RM, Refundable, No FRM, 90
days validity
3. Seller Super Relax - 13,569/- RM, FRM, Non-Refundable, 90 days validity
 4. Seller Super money back (Seller Super Assure) - 24,779/- RM, FRM,
Refundable, 90 days validity

Note : For commercial plans, word commercial will be added at the start of the
name *

Additional Services:

Rental agreement- Police verification, Criminal court verification

● Home store- Painting, cleaning, electrician, plumbing, carpentry, home
sanitation etc
● Packers and movers service.
● Loans and Legal services.
● Interior designing, Vaastu Consultant service etc.

Seller Servicing Team Structure:

● Seller Team (Selling of REsidential Properties)

● Commercial Owner Team (Renting out COmmercial Properties)
● Leads DB Team
● Internal Quality Team

Terms and conditions for seller money back and seller super
money back for both residential properties:

● For Seller Money Back Plan, if property is not sold Service fee of Rs.4,999 is
deducted for 90 days and Service fee Rs.9,998 for will be deducted for 180
days Incase of plan extension
● For Seller Super Money Back Plan, if property is not sold, Service fee of Rs.
9,998 is deducted for 90 days and Service Fee Rs.19,996 will be deducted for
180 days. Incase of plan extension
● Valid copy for sale deed has to be submitted, if the property is closed (sold)
via another source.
● Nobroker will verify the sale deed, it may include physical visit of the property.
● Quoted (Written) price in the sale deed should be equal or higher than the one
given to Nobroker while taking the plan to get the refund

City Capacity Limit For Resale:

 ● Mumbai – 4 Crores
● Bangalore, Pune, Chennai, Hyderabad, Gurgaon (and all other cities) – 1.5
Crores

City Capacity Limit For Rent:

● Mumbai – 1 Lac
● Bangalore, Pune, Chennai, Gurgaon (all other cities) – 65,000
● Hyderabad - 50,000

Best Effort plans

They are completely non-refundable plans and non extendable plans, which will be
given for those properties which have low chances of closure (selling). These plans
will be sold with a strong disclaimer.

Disclaimer

Best Effort plans are non refundable and non extendable.

● We cannot assure that we will sell / rent this property within 90 / 45 days of
plan validity.
● We will not be able to assure the property visits.
● We will give our best efforts to sell / rent this property.

Residential & Commercial Best Effort Plans

1. Seller best effort Relax - 8,849/- RM, Non Refundable, 90 days validity.
2. Seller best effort Super Relax - 13,569/- RM, FRM, Non-Refundable, 90 days.

● Commercial Best Effort Owner Relax - 3,539/-,RM, Non Refundable, 45 days

validity
● Commercial Best Effort Owner Super Relax - 6488.82/-, RM, FRM,
Non-Refundable, 45 days validity

Reasons for giving best effort plans

1. If properties are located in restricted areas.

2. If properties are located in the outskirts (out of the city limits).. Outskirt property as
per google map polygon
3. If the property rent is beyond (more than) the rent-o-meter (range)
4. If the property rent is beyond (more than) the city capacity rental limit (value),
65,000 for Bangalore, Chennai, Pune, Gurgaon. 50,000 for Hyderabad and 1 lakh for
mumbai.

5. If the property resale value is beyond (more than) the city capacity resale limit
(value), 1.5CR for Bangalore, Chennai, Pune, Gurgaon and 4CR for Mumbai.
6. If the resale property is under construction.
7. Resale properties without the mandatory documents available.

Owner plans (Commercial properties):

1. Commercial Owner Relax - 3,539/-,RM, Non Refundable, 45 days validity,

2. Commercial Owner Money back -7669/-, RM, Refundable, 60 days validity,
3. Commercial Owner super relax - 6488.82/-, RM, FRM, Non-Refundable, 45 days
validity
4. Commercial Owner Super money back - 11,799/-, RM, FRM, Refundable, 60
days validity

Terms and conditions for owner money back and commercial owner super
money back
● Service fee of Rs.999 for Commercial Owner Money Back will be charged for
60 days and remaining will be refunded.
● Service fee of Rs. 1499 for Commercial Owner Super Money Back will be
charged and the remaining will be refunded.
● Valid copy of rental agreement has to be shared if the property is closed via
other sources
● NoBroker will verify the rental agreement, it may include physical visit of the
property
● Rent and Deposit should be equal or higher than the one given to NoBroker
while taking a plan.

Buyer and Tenant Plans:

● Plans are given to people who want to buy or rent a property.
● RM is provided
● A fixed number of Seller/Owners Contacts are provided with each plan
Roles and Responsibilities of RM

● Obtaining or collecting property details from the owner or seller.

● Take and make calls on behalf of the owner or seller (Take and make calls to
buyers and tenants)
● Send leads ( Sending Buyers or tenants for the house visit)
● Collecting post visit feedback and sharing that with the owner or seller
● Helping in price negotiation and consultations.
● Follow up call on every 5th day for the owner, 4th day for the seller, and the
7th day for the best effort plan customers .

Roles and Responsibilities Of FRM

1. Key collection
2. Photoshoot of the property
3. help in Property Visit

Doubt on sales (DOS)

DOS has to be raised by RM to report a wrong sale done
Process Improvement Adherence (PIA) -- PIA team checks on the DOS raised

Reasons for raising Doubt On Sales

1. If over-promising is done.
2. If the wrong plan is sold.
3. If rent-o-meter margin criteria is not followed.
4. If city capacity limit criteria for rental properties and resale properties is not
followed.
5. If the plans are not sold as per the plan in-sight. (If plan insight is not followed)

Mapping Polygon
It's a geographical boundary of a particular area/location/city.

1. Mumbai -- Mumbai, Navi-Mumbai and Thane

2. Pune -- Pimpri and Chinchwad.
Mandatory documents required to sell a property

● For Mumbai, Pune, Gurgaon and All of NCR:

Certificates - occupancy certificate and clearance certificate, Tax receipt and
Sale deed.

● For Bangalore:
Khata certificate - A khata, B khata, EC khata
Undivided Share Value (UDS) OC ( occupancy certificate )and CC ( clearance
Certificate) for Apartment. Tax receipt and Sale deed.

● For Chennai:
Undivided Share Value (UDS) for Apartment.
CMDA Approval- Chennai Metropolitan Development Authority, Tax receipt
and Sale deed.

Common mandatory documents in all cities are: Tax receipt and Sale deed.

User Dashboard

Login procedure
link - nobroker.in/agent-login

User Dashboard:
● A tool used by RM to get the details of all the registered users of no broker
on a daily basis.
● Check payment details, send payment link, send app download link, check
message report etc.

Steps to Access User Dashboard:

● Enter the URL: www.nobroker.in/agent-login
 ● login with no broker email address.
● Click on Profile Name and go to Admin Menus
● Under the User & Property Info – click on User Dashboard

User state (types of users)

1. Genuine (Green Color)
2. Broker (Red Color)
3. Under Process (Orange/Yellow Color)
● Not verified
● Partially Verified (Disguised)

User Insight:
1. A tool found in user dashboard
2. It helps to know the property preference of a user (BHK type, location and budget)
3. We can check the list of contact details requested by a user.
4. We can check whether user has received contact details or not by checking the
sent status (send status are: received, out of credit, not verified, broker)

Steps To Find Out User Insight:

● In the User Dashboard search for a specific user through Name, Contact No.,
Email – ID
● User Profile will appear on the screen.
● Now go to the User Insight section. Under that we have an option called
User Insight. Click on it and the User Insight for the customer opens up.

Message report:
1. It Is tool found only in user dashboard
2. We can check all the emails and sms sent to a user,
● In email we can see the subject line only.
● SMS we can see the content as well as its delivery status and subject.

Steps to find out message report

1. In the user dashboard we can search for the specific user through name, contact
no. or email-id.
2. User profile will appear on the screen, we will go to the email and phone section,
under that we have an option called Message Report, we have to click it.

Plan Insight
A tool found in the user dashboard. it has to be referred to while selling owner plans
and seller plans. Plans have to be sold as per plan insight colors and FRM status.

1. If the plan insight is in green, any plans can be sold

2. If the plan in sight is in yellow, only best effort plans to be sold
3. If the plan insight is in red , no plan to be sold
Steps To Find Out The Plan Insight
1. In the user dashboard we can search for the specific user through name, contact
no. or email-id.
2. User profile will appear on the screen. Under the Name Section click on the option
called Plan Insight to open it.

Different ways of Mapping:

Accurate Mapping: The very same property that is being sold is marked as the
Landmark.

Landmark Mapping: A prominent landmark (Business Park, Malls, Schools) is

marked within 500 meters of the property that is being sold. This is Landmark
Mapping.

Best Case Mapping: A prominent landmark (Business Park, Malls, Schools,

Hospitals) is marked more than 500 meters but within 2 kms from the property that is
being sold. This is Best Case Mapping

RM dashboard

Login procedure
link - www.nobroker.in/agent-login

RM Dashboard
A tool used by RM, where we can get the details of all the paid premium
customers (paid owners and paid sellers)

How to access RM Dashboard:

1. Login using www.nobroker.in/agent-login
2. Enter your NoBroker Username and Password
3. Click on Profile Name and go to Admin Menus
4. In Admin Menus Click on Owner Servicing RM Dashboard

How to access customer account in RM dashboard

1. In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
2. Customer’s profile will appear on the screen.
3. Click on the Name which is a hyperlink which will take us to the customer
account.

How to access the User Dashboard from the RM Dashboard

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Box with Arrow Mark next to the Name Hyperlink of the
customer to open his profile in the User Dashboard.

Property code or NB code

1. It is a unique code given to paid premium properties which is in the RM
dashboard.
2. With the help of property related filters, we can search for the specific property
using the NB Code or Property Code.

Property Insight
1. A tool found in RM dashboard under (inside) customer account
2. We can check the list of Buyers who have contacted a particular seller property
or list of tenants who have contacted a particular owner property.

How to access the Property Code or NB Code

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● Now on the top left corner next to the Property Hyperlink you can find the unique
NB Code for the particular customer’s property.

How to access the Property Insight

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the Customer Account you will find an option called Property Insight. Click on it
to access it.

How to edit Property Details of a customer on RM Dashboard

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
 ● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the customer account there is a pencil mark next to the Property
Hyperlink.
● Clicking on it will take us to the Property Editing Page.

How to select Default Photo or Cover Photo or Profile Photo for a Property
● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the customer account there is a Pencil Mark next to the Property
Hyperlink.
● Now go to the Gallery section and a list of photos will appear.
● Click on the Star Mark (should turn green after clicking it) next a particular image
to update it as the Default Photo/Cover Photo/Profile Photo.

Property Mapping
A property can be mapped in 3 ways
● Accurate
● Landmark
● Best Case

How do you select the Property Mapping for a Particular Property

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the customer account there is a Pencil Mark next to the Property
Hyperlink.
● Now go to the Locality Section. You will find the 3 ways of Mapping a Property in
the Accurate_Location* dropdown menu. Select the appropriate type of mapping
from here.

Types of customers in RM dashboard

1. Good
2. Difficult customer: -
● Specific requirement
● High rent
● Location not good
● House condition not good
 ● Bachelors/family issue
● Apartment/society problem
● Leads not available
3. Urgent
4. Risky :-
● Social media complaints
● Email complaints
5. CPMS Plans (comprehensive property management Service) validity 30 days and
10000 Plan amount.
6. Postpaid Owner
7 .Postpaid seller

How do you select/change the Customer Type on the RM Dashboard

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the Customer Account look for the Customer Type drop down menu. Click on the
drop down menu and select the correct Customer Type.

Difficult customer form

It is a google form which has to be filled by the RM, as soon as the customer is
marked as difficult in the RM dashboard.

Reasons for Marking a customer as Difficult on RM Dashboard

● Locality is not good.
● Rent high
● House conditions are not good.
● Bachelor/Family
● Specific requirements.
● Leads not available

Requirement Text
● It is an internal tool box found in RM dashboard under the customer account
● It is used to capture the additional information like the complete address of
the property (door number, flat number, block name/number)
● Specific requirements of the customer (food preference, bachelor/family etc.)
● Negotiations of rent or resale price

How to access the Requirement Text in RM Dashboard

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
 ● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● Under the Customer Account click on the Requirement Attributes and
Property Details to open the Requirement Text. Enter the relevant details in
the Requirement Text and hit Save.

Leads
Tenants (Owner Property) and Buyers(Seller Property) are considered as leads

Sources of Leads/ Ways to generate leads

1. Contacted by leads
2. Shortlisted by leads
3. Viewed by Leads
4. Similar properties
5. Search Buyers/Search Tenants

Journey Of Leads
● First Stage is New Lead
● Last Stage is Buyer Reject or Owner Reject or Closed Via NoBroker

Lead state or Lead status Or Lead Flow Or Journey Of Leads

1. New Lead
2. Buyer not contactable at 1st attempt
3. Buyer not contactable at 2nd attempt
4. Buyer reject (NC3 Reject)
5. Buyer Interested.
● Buyer not contactable at 1st attempt
● Buyer not contactable at 2nd attempt
● Expression of Interest
● Buyer reject (NC3 Reject)
6. Request house visit
7. Schedule
8. Meeting time elapsed (Post Visit Feedback Call)
● Buyer not contactable at 1st attempt
● Buyer not contactable at 2nd attempt
● Buyer reject (NC3 Reject)

9.Property visited or not visited.

10. Reschedule
11. Under Negotiation
● Buyer not contactable at 1st attempt
 ● Buyer not contactable at 2nd attempt
● Buyer reject (NC3 Reject)
12. Buyer reject
13. Seller reject
14. Closed via NoBroker

Lead Leakage
A lead is considered (called) as leakage if its lead state remains unchanged or if the
lead has not been dialed for a considerable number of days, it is measured in terms
of percentage.

How do you measure Lead Leakage

It is measured in percentage for example; New lead leakage for yesterday is 10%, it
is basically means that out of all the leads that were created in the RM dashboard
yesterday. The lead state of 10% of them are not changed which means 10% of new
leads are not worked by the RM’s.

Customer Status/State:-
● Active
● On Hold
● Closed via NoBroker
● Closed plan expired
● Closed via others - friends/relatives
● Closed via others - websites
● Closed via others - Tolet board
● Closed via others - Broker
● Force Closed
● Customer is a Broker
● Closed Wrong Plan taken
● Refunded

How do you select/change the Customer Status on the RM Dashboard

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the Customer Account look ifor the Customer Status drop down menu. Click on
the drop down menu and select the correct Customer Status.

Rent / Price negotiation and Consultation

1. Finding the reason for quoting high Rent / Price

 ● furnishing status
● Investment
● BHK type
● Square feet (size of the property)
● Location
● EMI payments

2. Reality Check
● Rent-o-meter
● similar properties
● Closed properties via no broker

3. Justified approach
● Buyer's feedback
● Talking about tenurity of listing

4. Loss Scenario
● Mathematically calculating and explaining loss to the customer.

Top call reasons/ Call flow sequence:

● Obtain requirements.
● Dial and receive calls on behalf of owners and sellers
● Property visit.
● Property visit feedback.
● Negotiation.
● Follow up call
● Closure call.
● Escalation handling (call)

Mandatory points which should be covered on on-boarding call,

1.Greeting/Introduction.Checking with customer’s time.

2.Welcoming the customer to nobroker/confirming the plan.
3.Informing about sponsored listings of the property in top property search. (inform
about top listing)
4.Confirming the property details,email id, contact number, name and
capturing(writing down) additional details in requirement text.
5. Explaining our roles and responsibilities:
● Take/Make calls on behalf of owners.
● Explain property details to prospective Buyers.
● Schedule a visit for interested Buyers.
 ● Follow up with Buyers' post visits and share the feedback with the owner.
● Rejecting the lead of Buyers not interested accordingly.
● Helping the customer in rent consultation and negotiation.
6.Informing customers about the escalation matrix.
7. Setting right expectations with customer
8. Talking about week offs and shift timings
9. Informing about additional services such as Rental Agreement,Home store
services, CCV(Criminal court verification), Loan service, Packers and movers etc.
10. Inform customers not to make any changes in the property listing.
11. Ask the customer to save mobile number and email id and also share escalation
email id ( for Commercial Owner Servicing team-
[email protected] for Seller Servicing team-
[email protected] ) .
12. Informing the customer about nobroker mobile app/ORM app and the features of
the ORM app,

No Broker Mobile App, Owner Relationship Manager (ORM)

1. Owner or seller can get their RM contact details
2. They can chat with RM
3. Request for a call back
4. Send Email
5. Send Voice note
6. Rate Rm service
7. Customers can check number of active leads RM is working on
8. Number of interested leads, rejected leads along with the reason
9. They can accept or reject meeting
10. Can see the Buyers and tenants who contacted and were shortlisted.

Mandatory points to be covered in closure callx

1. Congratulate the customer on the time of nobroker closure or closure through
other source
If the plan expires Rm has to call the Customer and inform.
2. Recapping the customer journey
3. Asking for social media feedback
4. Capture rating for no broker and relationship manager on the scale of 1 to 10,(10
being the highest and 1 being the least) (As of now PIA is taking the ratings)
5. Pitching for additional services such as (rental agreement, home maintenance
services, packers and movers, loans and legal services, home sanitisation etc.)
6. Thanking the customer with his/her association with NoBroker

Feedback Option:
1. It tells us the total number of rejected leads along with the reason and the
percentage.
Important Email IDs
● For Property Activation: [email protected]
● For editing or making changes in the profile (Name, Primary Contact Number, Email
ID): [email protected]
● For verification purpose and if you suspect someone as a Broker:
[email protected], [email protected]
● Anything related to Photos (cropping, rotating, editing etc): [email protected],
[email protected]
● Seller Servicing Team Email ID: [email protected]
● Seller Servicing Escalation Email ID: [email protected]
● Commercial Owner Servicing Escalation: [email protected]

Notifications
● Important tasks are added as notifications.
● Found in the Bell Icon on the top centre of the RM Dashboard.
● Notifications can only be cleared once the required task is performed by the RM.
● Helps ensure that the RM does not forget important tasks.

Dashboard Lock Functionality:

● There are certain notifications that have a due time to be cleared.
● RM’s Dashboard is Locked if 8 notifications are not cleared.

Types of Notifications that lock the dashboard:

1. New customer assignment

2. Missed Calls
3. Chat Reminders
4. Call Back Request
5. Customer Reassignment

Different types of Notification found in RM Dashboard:

1. Owner missed calls
2. Buyer missed calls
3. Missed calls from unregistered number
4. New customer assigned
5. Customer reassignment
6. Call back request from Owner
7. Property status changes
8. Contacted By / Shortlisted By
9. House visit requested (by Buyer)
 10. House visit acceptance (by Owner)
11. Meeting time elapsed
12. Follow up reminder for owner
13. Follow up reminder for Buyer
14. Customer active from hold status
15. FRM call back request

How to set up a Follow Up Call (Customer)

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● Now on the Customer Account go to the Follow Up section and click on the
Green Phone button under it.
● A pop up window opens up and has 2 drop down menus that are Follow Up
Time and Follow Up Reason.
● Select the appropriate Follow Up Time and Follow Up Reason for the
customer and hit save.
● The Follow Up has now been set.

How to set up a Follow Up Call (Lead)

● In the RM dashboard we can search for the specific customer through name,
contact number or email-id.
● Customer’s profile will appear on the screen.
● Click on the Name which is a hyperlink which will take us to the customer
account.
● In the Customer Account scroll down to Leads and click it. A list of Leads for
the customer property opens up.
● Select the Lead for which the Follow Up Call has to be scheduled.
● Go to the Follow Up section and click on the Green Phone button under it.
● A pop up window opens up and has 2 drop down menus that are Follow Up
Time and Follow Up Reason.
● Select the appropriate Follow Up Time and Follow Up Reason for the Lead
and hit save.
● The Follow Up has now been set.

Customer Assignment/Onboarding
● The customer Onboarding Process has to be completed within 2 hours of
taking the plan.
● Inform about the Plan and the Refund Conditions.
● Confirm the customer Name, Contact Details and reconfirm the Property
Details on the Onboarding Call.
 ● Note down the Negotiable Price, the Complete Address, the Specific
Requirement of the customer in the Requirement Text.

Customer 4th Day/7th Day Follow Up

● The Customers (Sellers/Owners) need to be called on every 4th Day.
● Share all the details about the Leads for the particular Customer Property
(interested buyers, rejected buyers, property visits that are due in the coming
days, overall feedback of the property based on buyers who already visited
the property etc.)
● Clarify any doubts that the customer might have.
● Best Effort Plan/Commercial Owner Customers need to be called every 7th
day.

Topics Related questions

1. What is Requirement Text ?
2. How to access a Customer account in RM DB?
3. Meaning of Property insight.
4. Ways of generating Leads or Sources of Leads.
5. What is Lead leakage ?
6. Lead States or Lead Status.
7. How are the customers segregated in RM DB? (Types of Customer in RM DB)
8. How to select the default or cover photo of the property ?
9. What is a Message Report and steps to find a message report?
10. Features and Terms & conditions for plans.
11. Ways of mapping?
12. What are the best effort plans and reasons for providing Best effort plan?
13. Mapping polygons?
14. Mandatory documents required to sell the property ?
15. Mandatory points to be cleared on On board call and closure call.
16. All the Email ID?
17. What is the Difficult customer form?
18. What is NB code or Property code?
19: Rent Negotiation and consultation .
20. Features of ORM application?
21. What is DOS and reasons for raising DOS ?