Documents involved in re part ii

Documents Involved in RE

Part II

Trainings by Vidya Bhagwat

Customer Life CycleCustomer Steps

Site Executive/ Manager Data Required Time Duration

i) Site Visit i) Give all the project details.ii)Tell about strength of project.iii)Discuss policy/budget.iv)Discuss other requirements such as rooms, size, amenities etc.v)Discuss loan eligibility.

Fill customer enquiry form

30 to 45 mins

ii)Follow up i) Call at mentioned time by customer.ii)Look into their interest level.iii) Offer them schemes or benefits.

Customer form follow up

After 48 hours.

Min 3 follow ups must be done.


Customer Life Cycleiii)Lead closing/ Booking

i) Give all info about flat booked.ii) Clear about payment terms and conditions.iii) Make them comfortable.

Booking Form 1 to 2 hrs

iv)Loan Processing

i) Co-ordinate with home loan company representative.ii) Give them all the documents required for preapproval.

_________

30 mins

v)Registration i) Complete all formalities of Registration 1 day before.ii)Take registration timings from registrar office.iii)Co-ordinate for registration activities.

_________

2 to 3 hours


Customer Life Cyclevi)Send Demand Draft

i) Calculate the demand letter amount based on construction stage.ii)Send them in due form to customer/bank.iii)Send them reminder after a week of sending demand letter.iv)Repeat till you receive rest payment.

Demand Draft ______

vii)Customer Accounts

i) Fill all the entries as you receive the payment from Bank/Customer.ii)Inform the concern authority for payment received.

Customer Account File

______


Customer Life Cycleviii)Possession i) Complete all the payment and

NOC formality.ii) Review the flat condition before handover.iii) Handover the key and allot allocation letter.

Possession Letter _______

ix)Society Formation

i)Give form to all members.ii) Collect it duly signed.

Society Form ________


Documents involved in customer handling process

There are various documents involved for handling a customer. Starting from the time when the customer enters to survey a flat till possession various documents are used.

List of those documents are as follows:– Enquiry Form– Booking Form– Customer Account File– Sanction Letter– Builder’s NOC– Demand Letter


Enquiry Form


Enquiry Form

This is the enquiry form which the customer fills when he comes to survey a particular flat. This is the initial form which is being filled by the customer which helps the builder to get more information about the customer. This form includes the basic information about the customer such as name, address, occupation, budget, contact number etc. which helps to do follow up with the customer.


Booking Form


Booking Form

Booking Form is filled by the customer at that time when he books a particular flat. This form contains the detail information of the purchaser and also the amount he has to pay at the time of disbursement.


Receipt book


Receipt book

This is the receipt given to the purchaser when he books for a flat. The above diagram is a receipt given to a customer when he has booked for a flat and given the booking amount.





Customer Account File is a document which is used to keep track of the payment schedule of the purchaser. Any time when the purchaser pays, the detail of his payment is noted and the form in which he pays i.e. by cheque or by cash is also noted.


Sanction Letter


Sanction Letter

Sanction letter is a document which is given by the bank to the customer which includes all the details of the amount of loan given to the customer and at which rate of interest. After the disbursement starts then the amount will be recorded in the customer account file.


Builder NOC


Builder NOC

Builder NOC is a document submitted by the builder in his letter head and submitted to the purchaser. And this document reaches the bank via purchaser. The purpose of this document is that the builder declares that he has a clear property and the loan could be provided to the customer by keeping the property in mortgage with him until the purchaser pays the full payment.


Demand Letter


Demand Letter

Demand Letter is a document which is given to the customer when his time of payment comes. Whenever the customer has to pay for his flat then the demand letter is provided to the purchaser. This document includes the total amount to paid, the amount that has already being paid and the due amount.


Architect Certificate


Architect Certificate

The architect certificate is also necessary. Here the architect checks the construction plan and also informs about the stage till which the construction is made. This document is submitted in the bank by the customer.


Summary

• There are various documents involved in customer handling process.

• Every document is compulsory and has its own importance.


Assignments

1. Make a report on all the documents involved in customer handling process.

2. Make a survey of customers who have booked flats and ask them which documents they have submitted and filled.


Assignments

1. How would you handle an angry customer who had an inconvenient experience with one of your agents?

2. What factors of a property would you highlight to a first time buyer with no knowledge of real estate? On the contrary how would you handle an experienced buyer who is well aware of the market?

3. Other than the five skills mentioned above, what other skills do you think you need to possess to ensure maximum customer satisfaction?


Education

Documents involved in re part ii