Coldwell Banker Caine

Sales Associate Resource Guide

CBC Sales Associate Guide_v1.0_122010

Coldwell Banker Caine Sales Associate Resource Guide
As a Coldwell Banker Caine associate, you have access to a full array of support services and resources available
through your local office, the company and the Coldwell Banker corporate network. Utilize this guide as a quick
reference to help you take advantage of all Coldwell Banker Caine agent resources.

Contents
Sales Office..............................................................................................................................................................4
Hours of Operation...........................................................................................................................................4
Office Closed Holidays......................................................................................................................................4
Building Access.................................................................................................................................................4
Sales Offices and Staff.......................................................................................................................................4
Office Staff......................................................................................................................................................... 5
Office Level Resources...................................................................................................................................... 5
Basic Office Supplies................................................................................................................................... 5
Basic Business Postage............................................................................................................................... 5
MLS Lock Boxes........................................................................................................................................... 5
Business Cards............................................................................................................................................ 5
Agent Billing................................................................................................................................................ 5
Direct Deposit..............................................................................................................................................6.
Signs, Riders and Flier Boxes............................................................................................................................6.
Computers, Software, Copiers and Faxes.........................................................................................................6
Telephone/Voicemail System......................................................................................................................6
Full Blackberry Infrastructure......................................................................................................................6
Computer Network......................................................................................................................................6
Company-Provided E-mail........................................................................................................................... 7.
Sales Meetings........................................................................................................................................................ 7
Floor Duty.......................................................................................................................................................... 7
Company Resources................................................................................................................................................8
Easi Department................................................................................................................................................8
Marketing Department......................................................................................................................................8
Company-Sponsored Advertising...............................................................................................................8
Agent Headshots.........................................................................................................................................9
Accounting Department....................................................................................................................................9
Concierge Department......................................................................................................................................9
Relocation Department.....................................................................................................................................9

2
Online Tools........................................................................................................................................................... 10.
CaineNet.......................................................................................................................................................... 10.
Coldwell Banker Works.................................................................................................................................... 10.
LeadRouter....................................................................................................................................................... 10
Agent Resource Appendix......................................................................................................................................11
Smartnet Internet Ordering............................................................................................................................ 12
Commission Payment Process........................................................................................................................13
Download Snapshot Viewer Instructions....................................................................................................... 14
Sample Commission Statement..................................................................................................................... 16
Webmail Guide................................................................................................................................................ 17
Setting Up Your E-mail Signature in Webmail................................................................................................ 18
Floor Duty: Call Forwarding Guide................................................................................................................. 19
Easi Agent Guide.............................................................................................................................................20
Flier and Brochure Policy................................................................................................................................ 21
Just Sold Card Policy.......................................................................................................................................22
Property Photos: Naming Policy and Saving to FTP...................................................................................... 23
Ad Copy Guidelines: Abbreviation and Fair Housing Compliance................................................................24
Submitting Ad Copy and Remarks.................................................................................................................. 25
Property Photography Guide: Maximizing your Photos................................................................................26
Company Advertising: Pricing and Deadlines................................................................................................28
Credit Card Service..........................................................................................................................................29
Logging in to CBWorks....................................................................................................................................30
LeadRouter Agent Guide................................................................................................................................. 32
Professional Agent & Staff Headshots........................................................................................................... 33

3
Sales Office
Your sales office is your first and primary level of daily support. Your office staff and Broker-in-Charge are
available to answer questions, offer advice and help you transact business smoothly and efficiently.

Hours of Operation Monday – Friday, 9:00am – 5:00pm

Office Closed Holidays New Year's Day

Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving (Thursday & Friday)
Christmas Eve/Christmas Day

Building Access
As a sales associate, you have key card access to all exterior doors at your primary sales office. The main
door will remain unlocked during regular business hours. Your key or key card is required to access the main
door when the office is closed and secondary doors at all times.

Sales Offices and Staff

Greenville Office: 111 Williams Street, Greenville, SC 29601 | 864.250.2850

Fritzi B. Barbour,
Vice-President/Broker-in-Charge

Greer Office: 218 Trade Street, Greer, SC 29651 | 864.877.0181
Spartanburg Office: 340 East Main Street, Suite 100, Spartanburg SC 29302 | 864.585.8713

Susan Clary,
Vice-President/Broker-in-Charge

Easley Office: 200 East First Avenue, Easley, SC 29640 | 864.859.5150
Seneca Office: 310 123 ByPass, Seneca, SC 29679 | 864.882.0168

Alan Abshire,
Broker-in-Charge

Main Street Real Estate Gallery: 428 South Main Street, Greenville, SC 29601
Butler Road Real Estate Gallery: 150 Tanner Road, Suite C, Mauldin, SC 29607

4
Office Staff

Ashley Linda Elizabeth Charlianne
Andrews Saunders Walker Wyatt

Rachel Reah Debra

Lawrence Smith Woolbright

Office Level Resources

Coldwell Banker Caine provides a variety of resources to sales associates to support your business. The
following services are available through your sales office. Contact your office staff for questions regarding
these resources.

Basic Office Supplies

Office Supplies including pens, copy paper, note pads, staples, paperclips, etc. are provided in sales offices.
Please see a member of your office staff to obtain company-provided supplies.

Office supplies not provided by the company (personal printer ink cartridges, specialty pens, etc.) are
available for agent purchase at discounted rates through our partnership with FSI. For account ordering
information, see the FSI Smartnet Internet Ordering guide in the Agent Resource Appendix.

Basic Business Postage

Basic business postage for a limited number of regular mail pieces is available and postage machines
are located in each sales office. Bulk mailings and personal promotion mailings are at agent expense. For
information on utilizing the postage machines, please consult a member of your office staff.

MLS Lock Boxes

MLS lock boxes are available through your sales office. Please consult a member of your office staff to learn
about the check-out procedures for lock boxes.

Business Cards
Company business cards should be ordered through your office staff. As a new agent, your first order of 500
business cards is complimentary. Reorders are at agent expense. All Coldwell Banker Caine business cards
must follow company identity guidelines.

Agent Billing
Items including postcards, business cards, collateral materials and company advertising can be purchased
and then billed to you through Agent Billing. Office staff maintains agent billing statements. Agent billing is
paid monthly.

5
Direct Deposit
Coldwell Banker Caine offers direct deposit of commission payments to your bank account.

For information on the program and how to enroll, see the Direct Deposit Program guide in the Agent Resource
Appendix.

Signs, Riders and Flier Boxes

Standard yard signs, Open House signs and sign riders, (Under Contract, New Price, Sale), are supplied
by the company. These may be picked up in the Sign Room of your sales office. Once you remove a sign
from a property, it is to be returned to the designated area of your sales office. Consult your office staff for
information on the use of company signs.

In Greenville County, Open House signs are regulated by city/county ordinance and may only be put out
after 7pm on Friday, and they must be removed by 7am the following Monday. These signs are to be removed
and returned to the sales office.

Name riders for each individual are the financial responsibility of the sales associate. The office manager will
be glad to order those for you. Our preferred source is Lowen Sign Company. The preferred rider is #25P-
180 with either red lettering on white or black lettering on white. The rider consists of your name and phone
number. The costs for these are based on the number of riders you order.

Computers, Software, Copiers and Faxes

Each office has a copy/fax/scanner/printer machine and a limited number of computer stations for agent
use. Consult a member of your office staff for instructions on using this equipment.

Telephone/Voicemail System
All agents are provided an office phone, local and long-distance business calls, and access to the company
voicemail system. Voicemail can be accessed in the office and remotely. Contact your office staff for
instructions on utilizing your office's phone and voicemail system.

Full Blackberry Infrastructure

Coldwell Banker Caine supports e-mail through Blackberry and other smart phones. The fee for setup is
$100. For information on setting up your device, consult a member of your office staff.

Computer Network
Coldwell Banker Caine provides a network infrastructure including internet access and company e-mail.

Coldwell Banker Caine provides and installs Symantec antivirus software company-wide and for all sales
associates at no charge. It is the policy of Coldwell Banker Caine that all sales associates PC's and laptops
that connect to the network within their respective offices have this antivirus software installed. This
software protects the Coldwell Banker Caine network and your personal PC/laptop regardless of where
you connect. Coldwell Banker Caine provides one license for the PC/laptop that you connect to the Caine
network while in the office. Please see your office staff for details and to schedule an installation with the
Caine IT Support Team.

6
Company-Provided E-mail
The e-mail system is intended to be a communication and collaboration system for our internal and external
use. The e-mail system is not designed to be a file storage system. We have implemented a policy that will
allow for e-mail messages to be kept in the user's inbox and associated folders for a period no longer than
60 days. Once a message becomes 61 days old, it will be purged from the user's mailbox. This will include
the Inbox, Sent Items, Deleted Items, Drafts, and any user created folder within the mailbox that contains
e-mail messages. This does not include Contacts or Calendar items.

Your coldwellbankercaine.com or cbccaine.com e-mail account should be used exclusively for business
communications. Our Internet communications circuits are intended for business use only. Please refrain
from "surfing" non-business related web sites. The amount of viruses, adware and spyware that we have
been discovering is excessive. By helping us limit our internet activities to business use, our exposure to
these system damaging events will be significantly reduced.

For information on how to access company e-mail, see the WebMail Guide in the Agent Resource Appendix.

Sales Meetings
Sales Meetings are held at each office weekly and provide agents with information on company
announcements, educational information and the opportunity to share information with fellow agents.
Greenville - Williams Street: Wednesdays at 9am (no meeting the last week of the month)
Greer: First three Wednesdays of each month at 9am
Spartanburg: Tuesdays at 10am (no meetings the last week of the month)
Easley: First and third Wednesday of each month at 9:30am
Seneca: Second and fourth Wednesdays of each month at 9:30am

Floor Duty
Each office maintains a Floor Duty schedule to ensure that there is an agent to cover incoming phone
calls on weekdays and weekends - this ensures that we deliver great service while providing the agent
an opportunity to pick up business. For information on your office's floor duty schedule and floor duty
guidelines, contact your office staff.

For instructions on how to forward the floor duty phone number to your cell phone, see the Floor Duty Call
Forwarding instructions in the Agent Resource Appendix.

7
Company Resources
Your second level of business support is at the company level. The Easi, marketing, accounting, concierge
and relocation departments provide service and support to all Coldwell Banker Caine sales offices.

Easi Department
Coldwell Banker Caine's Exceptional Agent Services Initiative team provides company-wide support for
listings, closings, fliers and postcards. Easi is responsible for the following functions:

New Listings/Price Changes

• Entry into Paragon
• Entry into Celebro (company advertising software)
• Entry into coldwellbankercaine.com (automatically populates within 24 hours of Paragon entry)
• Entry into Appointment Center
• Creation of fliers

Pending Sales/Closings
• Update status in Paragon
• Update status in Celebro (company advertising software)
• Process closing/commission

Collaterals/Postcards
• Creation of agent-requested postcards/collateral materials
• Creation/mailing of agent-requested Just Sold Cards

For additional information and instructions, see the Easi section of the Agent Resource Appendix.

Marketing Department
The marketing department is responsible for company-wide advertising, the creation of company-wide
collateral materials and publications. The marketing department also serves as a resource for agents who
wish to advertise in company-sponsored ads or who wish to advertise independently.

Company-Sponsored Advertising
Coldwell Banker Caine offers company-sponsored advertising in publications across our service area. In
addition to promoting new listings and open houses, we also offer agents the opportunity to advertise at
discounted rates.

Please see the Agent Resource Appendix for information and deadlines for current company advertising in your
market.

8
Agent Headshots
All agents are required to have professional quality headshots for use on business cards, fliers and in
company advertising. The marketing department will offer sessions with a professional photographer on a
quarterly basis at no charge.

Agents are also welcome to purchase headshots separately, and the marketing department offers a list
of preferred photographers in each market. All of these photographers can provide you with high quality,
professional headshots as well as more casual, lifestyle-oriented photographs.

All agent photos that are to be used in any company related materials must be professional in nature, with a
neutral background and business attire and provided to the marketing department in high-resolution, digital
format.

Please see the Agent Resource Appendix for information on preferred photographers in your market.

Accounting Department
Coldwell Banker Caine's accounting department processes commissions and provides commission
statements to agents. Our accounting department also accepts credit cards to pay for agent expenses.

Please see the Agent Resource Appendix for information on enrollment in the Credit Card Program and the
Commission Payment Process.

Concierge Department
Coldwell Banker Caine provides concierge services to individuals who buy or sell their home with our agents.
The concierge director maintains vendor lists of high-quality, licensed and insured area contractors and
service providers including cleaning services, lawn maintenance, painters, moving companies, renovation
specialists, etc. A current list can be accessed on CaineNet or by contacting the concierge director.

Relocation Department
Coldwell Banker Caine is affiliated with Cartus, Sirva, ERC and 40 other third-party relocation companies. Our
relocation department is responsible for business development, corporate relocation, inventory properties,
incoming and outgoing referrals and certifying agents with Cartus and USAA. For additional information on
our Relocation Department, consult your office staff.

9
Online Tools
In addition to physical resources at the sales office and corporate level, Coldwell Banker Caine also provides
access to a variety of online resources that can be accessed 24-hours a day.

CaineNet
CaineNet (www.cainenet.com) is Coldwell Banker Caine's intranet site. All agents are provided with a unique
username and password for CaineNet when joining the company. CaineNet offers the following information:

• Company news and announcements

• Real estate related articles/links
• Company collateral materials (downloadable PDF versions)
• Concierge vendor lists
• Current homes for lease through our property management department
• Company forms (relocation, advertising, etc.)
• Company phone lists
• Postcard gallery

Coldwell Banker Works

Coldwell Banker Works (http://cbworks.coldwellbanker.com) is Coldwell Banker's corporate intranet site.
In addition to company and industry news, CBWorks also provides access to marketing resources, training
modules, presentation templates and online courses.

For instructions on setting up your CBWorks account, see the CBWorks Guide in the Agent Resource Appendix.

LeadRouter
Coldwell Banker Caine utilizes LeadRouter, Coldwell Banker's proprietary lead management software, to
track online leads and bring them straight to sales agents for rapid-response. The program takes online
inquiries for agent listings, as well as outside listings on our website, and converts them to phone messages
that are delivered straight to your mobile phone. LeadRouter software allows you to track and manage leads
online through the LeadRouter section of CBWorks. Agents new to LeadRouter must take mandatory training
online before they can begin receiving leads. This training can be found on Coldwell Banker Works in the
Coldwell Banker University section.

For information on setting up and using LeadRouter, see the LeadRouter Guide in the Agent Resource Appendix.

10
Agent Resource Appendix

11
 fsi Office Smartnet
Internet Ordering
Use CBC's Discount to Save on All of Your FSI Office Supplies!
How do I login?
1. Go to the FSI website: www.fsioffice.com.
2. Go to “FSI Current Customer Login” in the top right
corner of the page.
3. Enter your Username: cbcagent and Password: cbcagent
and click on “Log On.”
How do I begin an order?
First, select the CBC office location you wish to have your
order delivered to. Use the drop-down to highlight the
location and then click on “Change Attention Name.”
Quick Order – Access to over 60,000 items!
If you already know the stock numbers of the items that
you need, you can click here. This will bring you to a blank
template that you can key directly in to. You can key in Mfr
Prefix, Item #, or just the Item # with no prefix, quantity,
and even a line item comment (who the item is for). If
you don’t know the prefix, key in the item number and it
will search for your choices in our database.
Search Center or Browse Catalog
Search by keyword or item number. Filter down to specific
item requirements. If you type in a stock# and it does not
come up, try it in Quick Order. Quick Order will bring up
all items in our system, not just our catalog items. Try out
the Compare feature to quickly compare product details!
My Favorites
You can add any item to this page to have quick order
access. You can order all or one of these items quickly and
efficiently without searching through the whole catalog.
You can set up as many lists as needed. Also, use the
comments line to make notes that print on your order!
Favorites Speed Order
Combines your “Quick Order” template with the items
you order most often out of your “My Favorites” listing!
The fastest way to order! Once the item you want appears,
you can click on “Add to Favorites” to add to your personal
list, “Buy Now” to purchase and check out, or “Add to
Cart” and continue shopping. You can check on your
order at any time by clicking on “View” under the heading
“Shopping Cart” (yellow block, lower right hand column).
Can I find supplies for my printers?
Yes, you can use either the Machine Matching Tool or HP
Printing Supplies to help you find what you need.
FSI Office Smartnet Internet Ordering_12.2010
Can I order Custom Stamps & Nameplates?
Yes, you can click on Xstamper and build your own!
Preview right on your screen!
Can I make changes to my order?
You can make changes at any time by clicking on “View
Cart.” Deleting Items: If you view cart in Exploded View, a
Delete button is found beside each item. If in Streamline
View, place a check mark in the box on the left of the
item(s) you wish to delete. At the top of your cart, click
on the drop-down menu beside “Add Selected Items to
Favorites List” and highlight “Remove Selected Items”
and make sure you click on “Go!” To delete an entire
order, click on “Delete Order.” To change a quantity, just
click in the quantity block, type in your quantity and click
on the “Update” button.
How do I complete my order?
1. Click on “Order” under “Shopping Cart” in the yellow
block in the lower right column.
2. In the PO# Field, enter your LAST NAME for tracking
3. Put your name in the Attention Field.
4. Enter your Credit Card Type, Card # and Name on Card.
5. Click “Submit Order” to complete the transaction.
6. Delivery is typically NEXT DAY if ordered before 3 PM,
but if it is an item you must have, please contact your
FSI Customer Service Representative for assurance.
Can I put my order on hold & come back?
Just click on “View” under “Shopping Cart.” This will
display your entire order, dollar amounts, total, shipping
information, and comment lines. Click “Hold Order” to
place the order on hold. You can then click on Hold Orders
when you are ready to open and complete the order. Click
on the Order # to open.
How do I logout?
Click “logout” under “Member Sign On” to exit the system.
Need additional help?
Contact your FSI Customer
Service Representative Linda
Johnson at 277-1466, ext. 14 (or
800-759-4959), and she'll be glad
to help!
12
 Commission Payment
Process
We are pleased to make your commission payments in the manner that is most
convenient for you. Commissions can be received through either a check or a direct
Highlights deposit into your bank account. Regardless of your chosen method of payment
you will receive an enhanced commission statement that not only provides detail
for that specific transaction, but also provides information regarding your year-to-
• Daily processing date and plan-to-date transactions.
of commission
payments. Enrollment
Payment by check - There is no enrollment action required to receive your
commission payment via a regular check. There will be a $3.00 processing fee
• Direct Deposit
deducted from each regular check processed.
eliminates the need
to go to the bank Direct Deposit - Enrollment in the Direct Deposit program is accomplished by
and provides a completing the Direct Deposit Authorization Form which is available in the office
or on CaineNet.
secure, convenient • At all times your information will be maintained in a safe and confidential
method for receiving manner.
commission • Changes to the account information can be made at any time by notifying the
accounting department in writing.
payments
• Initial enrollment and any changes to account information takes 10 business
days to clear all banks involved.
• Enhanced • A new form will be completed each year with the renewal of your
commission Commission Schedule and your Independent Contractors agreement.
statement, which is
How It Works - Timing
provided with both Payment by check - Closings received by the accounting department before 2:00 pm
checks and direct will be processed on the day they are received and are mailed to the agent’s home
deposits, provides address. Alternatively, check may be picked up at the Broad Street office after
4:00 pm.
year-to-date and plan-
to-date earnings as Direct Deposit - Closings received by the accounting department before 2:00 pm will
well as information be processed on the day they are received. The processing includes the initiation
regarding your of a deposit into the bank account you have designated. The timing of the receipt
of these funds into your bank account may vary depending on your bank, but it is
current position typically only one day.
within your specific
commission plan. Statements
An enhanced commission statement is provided regardless of your method of
payment. If you receive a check the statement will be part of the check document.
If you are paid via direct deposit you will receive an e-mail indicating the deposit
has been initiated. This e-mail will contain an electronic version of the commission
statement. In order to view your commission statements, follow the instructions
to "Download Snapshot Viewer Instructions" on pages 14 & 15. Any questions
regarding commissions should be directed to the accounting department.

Commission Payment Process_12.2010 13

 Download Snapshot
Viewer Instructions
You will need to download the Snapshot Viewer program in order to view your commission
statements. Follow the instructions below for quick and simple installation.
Agents on Direct Deposit will receive an e-mail similar You will be re-directed to the website below. Next, click
to this one when a closing has been processed and they on the button “download”.
are being paid. If you cannot view the document attached
to the e-mail, click on “Snapshot Viewer Download and
Protection”.

Click on “Run”, then when prompted, click “Run” again.

You will be re-directed to the website below. Next, click

on the word “downloadable”.

Click “Yes”.

Download Snapshot Viewer Instructions_12.2010 14

 Download Snapshot
Viewer Continued
Click “Yes”. Click on the button picturing a computer monitor to
complete the download:

Finally, click “Ok”.

Click “Continue”.

You have successfully installed Snapshot Viewer and

should now be able to go back to your original e-mail
and open the attachment to view your commission state-
Click “Ok”. ment.

*Note: Snapshot Viewer cannot be downloaded on Mac

computers. If you are a Mac user, contact your office staff
for assistance.

See page 16 for a sample commission statement.

Download Snapshot Viewer Instructions_12.2010 15

 Sample Commission
Statement

Cumulative Earnings and Split % that will be

Volume since January 1 of Cumulative Earnings and Split % agent is earned when agent
the current calendar year. Volume since last plan currently earning reaches next split level.
renewal.

Date current plan $ necessary under current plan

comes up for renewal. to reach the next split level.

Sample Commission Statement_12.2010 16

 WebMail Guide
Use Coldwell Banker Caine's E-mail System

Setting Up Your E-mail Provided through WebMail

Move Contacts from • To access webmail, open Internet Explorer and enter the following address into
the Global Address the address bar: http://webmail.coldwellbankercaine.com/owa.
Book to My Contacts: • Set up a desktop shortcut for quick access—Position your mouse anywhere
on the white area on the screen and right-click your mouse. Select CREATE
• Select MAIL from the left
SHORTCUT and click OK. A new shortcut named Microsoft Exchange—Outlook
sidebar
Web Access will appear on your desktop.
• Click NEW (as to send a
• Enter your Username and Password and click LogOn (On initial setup, you will
new email)
be directed to a second screen with language and time settings. Click OK.)
• Click TO in the address bar
• Highlight the name you
want to add to your contact
list from the global address
book
• Right-click on the name and
choose ADD TO CONTACTS
• SAVE and close
• Repeat this until you move
all parties needed from the
global address book to your
contacts

Create Contact Lists:

• Select CONTACTS from the
left sidebar • Set Deleted Items option—click on OPTIONS at the top of the screen. Then
• Create New Folder click DELETED ITEMS on the bottom of the left column. Click the CHECK BOX
• Name the folder with the to empty the deleted items folder on logoff.
name of your contact group
• Left-click on a contact and
drag and drop it in your
contact folder
• Continue with additional
contacts
• Note: contacts from the
global address list cannot be
placed in a distribution list
until they are first saved in
your contacts Helpful Tips:
• WebMail will automatically log out after 15 minutes of inactivity.
Questions? • Items in your Mail folders (inbox, sent, drafts, deleted) will be purged after 60
Contact your Office Staff if days.
you have questions or need • File attachments are limited to 10 MB.
assistance

WebMail Guide_12.2010 17
 Setting Up Your E-mail
Signature in WebMail
Setting Up Your E-mail Signature
1. Log in to your WebMail account and select OPTIONS in the top right menu.

2. Go to Messaging - then go to E-mail signature and type in your name, position, Coldwell Banker Caine,
address, phone numbers, e-mail address and web address. Use black or blue font only, format text in
Calibri or Arial, 11 pt font size.

3. Copy and paste the following statement under your signature:

This email may contain advertising or solicitation of goods or services. CLICK HERE if you wish to
opt-out of receiving further advertising or solicitation of goods or services.

Setting Up Your Email Signature in WebMail_12.2010 18

 Floor Duty
How to forward floor calls to your phone

During Business Hours

At the beginning of your floor duty shift (i.e. 9:00 am, 11:30 am, 2:30 pm, during the week), it will be the responsibility of
the floor duty agent coming on duty to forward the floor duty DID# to their cell phone or office DID. Floor duty will be
taken in the office.

Please do not use the “Find Me/Follow Me” feature.

Use the “Forward All Calls” feature only.

Forward all calls through the Nuvox Web Portal:

• http://voxip.nuvox.net/login.php
• Enter the floor duty DID telephone number: _______________
• Enter the floor duty password: __________
• Select the Call Treatment tab
• Select: Forward All Calls
• In the drop down box, select: Dial this #
• Enter the phone number you want calls to be forwarded to
• Click: Make Active
• On the left side of the screen select: Log Out of my Portal

During Non-Business Hours, Weekends & Holidays

This procedure will be followed evenings (5:00 pm), Saturday, Sunday and Holidays, (i.e. 9:00 am and 1:30 pm). The
agent coming on duty in the evenings, Saturday, Sunday and Holidays will forward the _______________ number to
their cell phone.

Please do not use the “Find Me/Follow Me” feature.

Use the “Forward All Calls” feature only.

Forward all calls through the Nuvox Web Portal:

• http://voxip.nuvox.net/login.php
• Enter the floor duty DID telephone number: _______________
• Enter the floor duty password: __________
• Select the Call Treatment tab
• Select: Forward All Calls
• In the drop down box, select: Dial this #
• Enter the phone number you want calls to be forwarded to
• Click: Make Active
• On the left side of the screen select: Log Out of my Portal

Nuvox Customer Service: 800-600-5050

To Change your Nuvox Password:

• Click on the tab called My Phone at the top of the page
• Click on Reset My Password -  put in your new password
• Be sure to click on Make Active

Floor Duty – Call Forwarding Guide_12.2010 19

 Easi Agent Guide
Your Guide to Coldwell Banker Caine's Service Team
What is Easi
Easi (Exceptional Agent Services Initiative) is an improved
way to offer Coldwell Banker Caine Sales Associates expert
support and services throughout the transaction process.
Your Easi Team consists of a centralized team of listing,
marketing and closing specialists.
How does Easi offer better services?
A Centralized Easi Team consists of experienced listing,
closing and marketing specialists who work together to
ensure quality and efficiency in these functions.
How do I submit a new listing to Easi?
Bring your completed listing paperwork to your designated
Office Staff and upload your photos to FTP. An Easi
Listing Specialist will enter the listing into MLS and e-mail
you a link to the listing in Paragon for your approval. An
Easi Marketing Specialist will verify that a flier request
has been received and will e-mail a flier proof for your
approval. Your new listing will be scheduled to run in the
appropriate section of upcoming ads.
What if I have a change to a listing?
E-mail your designated Office Staff describing the change,
(price, status, remarks, etc.), and attach any related
documents. An owner e-mail is acceptable for everything
except for withdrawals, which require Broker approval.
You will receive an e-mail acknowledging receipt of the
change, the change will be made in MLS within 24 hours,
and advertising and fliers will be updated if needed within
24 hours of the listing being entered into MLS.
Listing photos and photo changes?
Listing photos and replacement photos should be placed
in FTP* and follow Photo Naming Conventions. Photos
must be named with the number of the order you prefer
in MLS, followed by the room name. (Example: 1 Front, 2
Foyer, 3 Kitchen).
After placing photos in FTP, e-mail the Easi Team (easi@
coldwellbankercaine.com). An Easi Specialist will upload
the images to MLS, and update advertising and the flier.
*Agents are advised to keep original copies of all photos, as
they will be deleted from FTP.
How do I request an Open House ad?
E-mail your designated Office Staff with the MLS# and the
date of the open house by noon on Mondays.
How do I request additional fliers?
E-mail your designated Office Staff and the Easi Team
(easi@coldwellbankercaine.com) with the request. If no
changes are required, fliers will be printed and placed in
your mailbox. If changes are required, an Easi Marketing
Specialist will e-mail a proof for approval.
How do I process a pending sale?
As soon as you have a fully-executed contract, turn in your
completed contract with Summary of Sale (all sections
completed), earnest money (or copy), Seller's disclosure
statement, agency disclosures, and Lead Based Paint doc
(if built before 1978) to your Office Staff.
How do I process a closing?
Submit your closing paperwork (HUD, Termite, Check
and any other documentation) to your Office Staff, along
with your lockbox and sign. The Easi team will promptly
process the closing. If you would like Just Sold Cards for
your sale, complete the Just Sold Card form and submit to
Easi. 60 cards will be sent out on your behalf.
How do I request postcards/marketing material?
E-mail your designated Office Staff and the Easi Team
(easi@coldwellbankercaine.com) with your request and
the date needed. An Easi Marketing Specialist will create
the piece and e-mail a proof for your approval.
Deadlines and turn-around times:
• New Listings: Must be turned in to Office Staff by
3:00 pm to be entered into MLS and Appt. Center the
same day
• New Flier: 24 hour turn-around from the time it is
entered into MLS
• Flier Changes/Reprints: Submit by Noon for a same-
day proof
• Open House Ad Requests: Submit by Noon Monday for
that weekend's advertising
Easi Agent Guide_12.2010 20
 Flier & Brochure Policy
Listing Price Point Guide
$0 – $199,999 One-page flier, 30 color, 50 BW
$200,000 – $349,999 8.5x11 bi-fold, 30 color, 50 BW
$350,000 – $494,999 11x17 bi-fold, 30 color, 50 BW
$495,000 – $999,999 8-page Previews Catalog, 10 color
(can request 50 BW 11x17 fliers for brochure box)
$1,000,000+ 12-page Previews Catalog, 10 color
(can request 50 BW 11x17 fliers for brochure box)
All Listings Cover for a Property Booklet, one color copy
(single-copy bound booklet, stays in the house)

P rope rty Market

exceptional on the
525 Sherwood Circle, Woodburn Hills

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al Georgian anbrick home. It is a 10. Unless
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with the beautiful dining room with as a con sed on
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864.239.5 m for showing. Please call Beth at 621-3146
•2 Fireplaces Fax: dwellbankercaine.co to: The sellers do require advance notice
n@colRoom with ing fullandBath
listings,
go BETH BEACH, Realtor, CMRS Sales &
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school
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by citizen
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2010-2011
Please verify from public
information.by Seller or secured tion through persona
d
School year Plats were provide verify this informa • Greenville,
l inspecti
SC 29602. Created
09/07/2010
•Large finished room over garage through
personal
secured from l year 2010-2
inspection public records. 011 inform
or with approp The listing ation. Please
riate profess broker does not verify with school
area
•Convenient mudroom and laundry
School Board.advisory panel. to indepen
dently Box 2287
County Post Office ionals. Alan guarantee district.
Greenville t by citizens parties are advised s Street, the inform Please
d from the Abshire, ation describ note school attend
on pricing and listings, go to:
as obtaine ng/reassignmen Interested • 111 William BIC. Coldw
to redrawi this property. Banker Caine
information
for the most up-to-date information
Coldwell ell Banke ing ance
y subject
r Caine • this property. Interes zones are curren
ng

www.coldwellbankercaine.com
School zone zones are currentlinformation describi Barbour, BIC.
attendance
broker does
ee the
not guarant iate professionals.
Fritzi B.
•Ample parking with school district. Please note school
attendance zones are currently subject
to redrawing/
450B Hwy ted
•Seneca,
tly subjec
123 By Pass parties are advised t to redrawing/re
with appropr Please verify to
this property. Interested parties are advised SC 29678 to independently assignment
Board. School year 2010-2011 information. . verify this
from the Spartanburg County School does not guarantee the information describing
School zone information as obtained from public records. The listing broker • 340 E. Main Street • Spartanburg,
SC 29302.
Plats were provided by Seller or secured Susan Clary, BIC. Coldwell Banker Caine
reassignment by citizens advisory panel. appropriate professionals. Created
9/27/2010
through personal inspection or with Created 09/16/2010
independently verify this information

Flier Request Tips:

• Agents may request a lower price-point flier (for example, if you don’t have enough photos to fill an 8-page catalog,
they can request an 11x17 bifold).
• To request a flier, brochure or Property Brochure cover page, just check the box for the appropriate flier on the
Listing Information Form.
• If you are requesting a 1-page flier, complete the information at the bottom of the Listing Information Form. For all
other fliers, you must complete separate forms for those respective fliers.
• To ensure a quick turn-around and your satisfaction, please wait to submit your request until all information is
gathered and the form is completed.
• Have special requests, like lightening photos? Be sure to ask up front and be explicit about what you want.
• If you would like a Property Booklet Cover, you must request it by checking the box on the listing info form.
• Have a specific question about the flier policy? Ask your Broker or office staff.
• General questions or problems? Contact your Office Staff.

Flier and Brochure Policy_12.2010 21

 Just Sold Card Policy
How to Order Just Sold Postcards:
• Submit a completed Just Sold Card Request Form, which can be found of CaineNet, and send it to easi@
coldwellbankercaine.com - be sure to copy your office staff. The subject of the e-mail should be Just Sold Card -
Property Address.
• Requests must be submitted in a timely manner AFTER closing. Requests sent more than 30 days after closing will
not be processed.
• Postcards will have your photo and contact information. Cards for your listing will have a photo of the sold home,
cards for outside listings will have a generic photo. Just Sold postcards cannot be customized.
• 60 cards will be mailed (bulk rate) to surrounding neighbors with homes in a similar price range as the property sold
(addresses will be obtained through Courthouse Retrieval System Real Estate Power Tool).
• Just Sold cards are at no charge to the agent for the first 60 mailed. Additional cards are an agent expense.
• General questions or problems? Contact your Office Staff.

Postcards for CBC listings Postcards for outside listings/

FSBO/Unlisted

Just Sold Postcard Policy_12.2010 22


Photo Policy
• All photos must be properly
named using the order you
want the photos placed
in MLS and displayed on
websites plus the room name.
Example:
1 Front
2 Foyer
3 Dining Room
• Photos named incorrectly will
not be accepted and the listing
and flier will be delayed.
• There is no limit to the number
of pictures you may submit.
Keep in mind:
- MLS accepts up to 25
pictures.
- All listings (except
Lots/Land and New
Construction) must have at
least 6 pictures uploaded to
MLS in order for the listing
to display on
coldwellbanker.com.
- Coldwellbanker.com and
coldwellbankercaine.com
do not have a limit on the
number of photos that can
be added to a listing.
- Please upload ONLY the
pictures you want to use in
MLS, on the websites or in
print media.
• When the listing is processed,
photos are deleted from FTP.
Agents are advised to save
a copy of original photos on
their personal computer prior
to uploading them to the FTP
site.
Property Photos
Naming Policy and Saving Photos to FTP
Accessing Coldwell Banker Caine's FTP Site
The FTP site allows you to send property photos to the Easi team whether you
are in the office or at home. You must have an internet connection to access FTP.
• Open Internet Explorer.
• Type the FTP address into your address bar and press enter:
- To access from in the office, enter: ftp://192.168.10.45/
- To access remotely, enter: ftp://216.215.180.253/
- Seneca agents use the remote address in the office and remotely.
• Login using your e-mail username and password.
• To add the FTP site to your browser “Favorites” list: select Favorites from
your Internet Explorer toolbar and scroll to “Add to Favorites.” Name the link
“Property Photos Upload” and click OK.
• To create a Desktop Shortcut:
- Slightly reduce the size of your browser window so that your desktop is
visible
- At the beginning of the address bar before the ftp address, you will see
a folder icon with a globe inside of it. Click on this folder and then hold
and drag the icon to your desktop and release the mouse.
- You now have a shortcut on your desktop. To rename it, right-click on
the folder, select “Rename” and type Photo Upload. Press Enter.
Transferring Photos to FTP:
• Download photos from your camera and save on your computer
• Open the folder where you saved the photos and rename them according to
CBC naming conventions.
• Select the photos you wish to upload (hold “Ctrl” and click photos to select
multiple at once)
• Once you select all photos to upload, right-click with your mouse over the
highlighted photos and click “Copy”
• Open FTP (either through your Favorites in Internet Explorer or through your
desktop shortcut)
• Login to the FTP site
• Double-click the Residential folder
• Double-click on your office folder, then double-click on your agent folder
• Go to toolbar, click on “View” or “Page”, in the drop down window, click
“Open FTP Windows Explorer”. You will be prompted to log-in to CaineNet.
• In your agent folder, right click and select “New” then select “New Folder”
• Type the property’s address into the box, overwriting the words “New Folder”
and press Enter
• Double-click on the folder you created to open it
• Right-click inside the folder and select “Paste”
• Your photos will now be copied to this folder.
• Send an e-mail to Easi (easi@coldwellbankercaine.com) and copy your office
manager notifying them that the photos are available in FTP.
Property Photos–Naming and Saving to FTP_12.2010 23

Fair Housing
Federal Fair Housing laws
prohibit those selling or
leasing property from using
discriminatory language in
describing property.
Generally, it is best to use
words to describe the property
rather than people—even
implied discrimination can lead
to legal trouble.
Acceptable Terms
• No drug users
• Public Transportation
Nearby
• Kids Welcome
• Quiet Neighborhood
• References Required
• No Smokers
• Family Room
• Merry Christmas
• Nursery
• Traditional Style
• Single Family Home
• Gated Community
• # of Bedrooms
• Pets Limited to Assistance
Animals
• Se habla espanol
Terms to Avoid
• Near Church
• No Kids
• No Handicap Parking
• Couples Only
• Traditional Neighborhood
• Senior Discount
• Single Person
• Newlyweds
• No Play Area
• Able-Bodied
• No Migrant Workers
• Nationality
• # of Children
Ad Copy Guidelines
Abbreviations and Fair Housing Compliance
Ad Copy–Standard Abbreviations
Due to advertising space constraints, it is necessary to abbreviate MLS remarks
and Ad Copy. Please refer to the following chart of abbreviations when writing ad
copy for your listings:
Ad Copy–Standard Abbreviations
Full Word Abbreviation Full Word Abbreviation
2 car garage 2 C gar Heated Htd
2 story 2 sty Hot Water Heater HWHtr
Acre Ac In-Ground IG
Additional Addl Landscaped Lndspd
Appliances Appl’s Large Lrg
Basement Bsmnt Master Bath MBA
Bath BA Master Bedroom MBR
Bedroom BR Mountain Mtn
Breakfast Brkfst Neighborhood Area
Building Bldg Private Pvt
Built Blt Professional Prof
Ceilings Clngs Room Rm
Community Comm Screen Scrn
Countertops Ctops Square Footage SqFt
Covered Cvrd Subdivision Subd
Dining Room DR System Sys
Downtown Dwntwn Traditional Trad
Fenced Back Yard Fncd Bkyd Whirlpool Whrlpl
Flat Yard Lvl Yd Unfinished Unfin
Fireplace Fpl With W/
Gas logs in fireplace Gaslog Fpl Workshop Wkshop
Great Room GR Yard Yd
Country Club CC And &
Hardwood Floors Hdwds Plus +
Ad Copy–Abbreviations and Fair Housing_12.2010 24
 Submitting Ad Copy & Remarks
Using Copy/Paste to Ensure Accuracy

Ad Copy, Remarks and Directions

Agents should utilize Microsoft Word or another word processing program to write ad copy, MLS Remarks and directions
when submitting listings to the Easi staff. Doing this makes the process faster and greatly reduces the chance of errors
on websites and in print advertising.

Using Word to submit text:

• Open Word and type in the address of the property and your
name.

• Type your Ad Copy, Remarks, Directions and any other narrative

part of the listing.

• Spell check your information and proofread carefully.

• To check the word count for your Ad Copy, highlight the ad copy
text and click Tools-Word Count from the top tool bar.

• The word count will tell you how many characters in the text. If
the ad copy contains more than 180 characters, you will need to
edit the text to stay within 180 characters.

• When you complete these steps and are satisfied with your text,
select all text, right-click and select Copy to copy the text.

• Open WebMail. In the TO: line, type in easi@

coldwellbankercaine.com along with your office staff person’s
address.

• In the Subject line, type “AD COPY/MLS REMARKS FOR NEW

LISTING—OFFICE NAME—PROPERTY ADDRESS”.

• Place your cursor in the body section of the e-mail, right click and
select Paste. Your ad copy will now be in the body of the e-mail.

• Press Send.

Submitting Ad Copy and Remarks_12.2010 25


Good: High Resolution
Photos in print ads are this
shape - be sure your house
will look good when format-
ted this way.
Bad: Virtical & Straight-on shot
Good: Horizontal & Angled shot.
Bad: Backlighting, power lines,
too much road
Bad: Too Far Away
Property Photography Guide
Maximizing your Photos for Promotion
Understanding Photo Resolution
• A digital image is made up of thousands of little bits of color called “pixels”.
• A low-resolution photo has relatively few pixels, and because the pixels are so spread
out, they make the photo look fuzzy and jagged – low-res photos are used on web sites
because they are a small size and load quickly.
• A high- resolution photo has more pixels arranged very closely together, resulting in a
clearer picture with more detail – high-res photos are used for print because they offer
better quality (and most newspapers/magazines require them).
• Setting your camera to a resolution of 1280x960 or higher will result in a quality photo that
can be used for print publication.
Tips for Exterior Photos
• Your primary photo for ads MUST be horizontal. When photographing a vertical structure,
like a townhome, be sure to get a horizontal shot of the building from an angle.
• Choose your time of day – the best photos are taken right after sunrise and right before
sunset. The color will be better and you’ll have an appropriate amount of light. The middle
of the day is the worst time to take an exterior shot – the lighting is harsh and your photo
will be overexposed. Usually your best option will be to take a morning shot of an east-
facing house, or an evening shot of a west-facing house.
• Make sure that the sun is not behind your subject. Backlighting makes the sky look very
bright and the house look very dark and without detail.
• When taking exterior photos, remove as many distractions as possible.
- Move the cars and garbage cans out of the way.
- Hose down the concrete or blacktop driveway to bring out a richer color.
- Remove all toys and clutter.
- Beware of power lines or distractions that might be sticking up from behind the house.
- Be aware of partially drawn blinds that might be distracting.
- Do not include any people in your photos.
• Choose an interesting angle. Don’t shoot the front of the home from dead center. Get a
slightly corner wise shot. Experiment with taking the photo from a squatting position or
from a slightly elevated position.
• When taking landscape photos, photos of your lake shoreline, etc, don’t position the
horizon right across the middle of the photo. Try placing it a third of the way down from
the top or a third of the way up from the bottom (”rule of thirds”).
• If you are taking a photo of a special feature of the home, don’t place it dead center in the
picture. Try placing it slightly off center. The “rule of thirds” applies here too, including
positioning relative to the right and left sides, as well as the top and bottom.
Bad: Too Close Bad: Too Much Driveway Bad: Backlighting & Car in Driveway.
Property Photography Guide_12.2010 26
 Property Photography Guide
Maximizing your Photos for Promotion (Continued)

Tips for Interior Photos

Bad: Imbalance between indoor-
outdoor lighting
Good: Appropriate lighting
balance.
• Natural light from windows is great, but can be tricky. Be sure that the window is not
the center of the photo. Turn on the lights and experiment with your flash. If too much
light is coming from one source, your photo will appear dark and the light source will be
overexposed. Try facing away from your light source and experiment with the shades or
different angles to solve this.
• Don’t include people, pets, or personal items in your photos.
• Be sure closet doors and toilet lids are closed.
• When taking interior photos, remove everything sitting out. Remove clutter, small kitchen
appliances like toasters and can openers. Remove all toiletries, dish soap bottles, kitchen
rags or towels, flour canisters, just about everything. Remove personal photos. Remove all
of that stuff hanging on the refrigerator door.
• It’s fine to include light fixtures or chandeliers in your photos, but make sure they’re not
the focus of your photo.
• Beware of your reflection in mirrors or glass.
• Quality over quantity. Buyers love to see lots of photos of your home, but make sure that
you’re giving quality and not just quantity. Take lots of photos of your home, then narrow
down the best to put online and in fliers. You want to show buyers photos that will give
them the best possible impression of your home.

Using Your Camera

• Get to know your camera - try out different settings and learn which ones work best for
Bad: Too much clutter. you. Many digital cameras have settings that are designed for landscape and architecture
shots, low lighting and bright lighting.
• Be sure you always have back-up batteries with you.
• If you’re looking for a new camera, most point-and-shoot cameras (like Canon PowerShot,
Nikon CoolPix, and Kodak EasyShare) are good bets. Kodak also has a camera out
called Kodak EasyShare V570 - it has two lenses - one regular and one wide-angle. The
wide-angle lens is an excellent tool for shooting homes. They make interiors look more
Good: De-cluttered spacious and give buyers a better idea of how the room feels.

Standard Lens Wide Angle Lens

Before & After - the importance of
de-cluttering kitchens.
Property Photography Guide–Continued_12.2010 27
 Company Advertising
Agent Pricing and Deadlines
Coldwell Banker Caine offers company-sponsored advertising for New Listings and Open
Houses, plus a variety of company-subsidized and low cost advertising opportunities for agents.
Company Advertising - New Listing
When you submit a new listing it will appear in the following
publications based on your office location:
• Greenville/Spartanburg Journal–JournalHomes.com website
on the New to the Market tab:
- Greenville, Greer, Easley and Spartanburg listings entered
by 9:00 am Monday mornings.
• Weekend Home Guide–CBC’s ad section in the Greenville
Journal (published every other week):
- New listings ($50,000+) are featured in the front section
with photos.
- Listings entered by 9:00 am on Wednesdays of NON-PUB-
LISHING weeks will appear in the next Friday’s issue.
• Spartanburg Herald Journal–Carolina Homes section:
- New listings are featured each weekend in CBC's full page,
full color ad with photos.
• Pickens County Courier:
- New and other company listings from the Easley office are
featured weekly in CBC's ad with photos.
• Real Estate Book:
- New and other company listings from the Easley office are
featured monthly in the Greenville Area Real Estate Book.
- New listings, price changes and other company listings
from the Seneca office are featured monthly in the Clem-
son Area Real Estate Book.
• Real Estate Showcase:
- New and other company listings that are $200,000 and
above from the Seneca office are featured monthly in
CBC's ad with photos.
Company Advertising - Open Houses
Open houses turned in by noon on Mondays are advertised in
the following publications based on your office location:
• Greenville & Spartanburg Journals: Greenville, Greer, Easley
and Spartanburg open houses are featured in the Friday
Home Report Open This Weekend Section with photo.
• Greenville News: Greenville, Greer and Easley open houses
are featured in the Home Finder Section.
• Spartanburg Herald Journal: Spartanburg open houses are
featured each weekend in CBC's full page ad with photos.
• Pickens County Courier: Easley open houses are featured
weekly in CBC's ad with photos.
• Online at coldwellbankercaine.com (posted Tuesdays)
Advertising–Agent Pricing and Deadlines_12.2010
Agent Advertising Opportunities
Coldwell Banker Caine offers company-subsidized advertis-
ing options in the following publications based on your office
location:
• Weekend Home Guide: The Weekend Home Guide is pub-
lished every other Friday in the Greenville Journal. Space
is limited and is available on a first come, first serve basis.
E-mail reminders are sent out for each issue and completed
forms are due on Tuesday by 5:00 pm on non-publishing
weeks unless otherwise noted. The following agent opportu-
nities are available:
- Line ad (your photo plus 5 listings) $60
- Quarter Page ad (1-2 listings) $120
- Half Page ad (1-4 listings) $235
- Full Page ad $460
• Real Estate Guide: Coldwell Banker Caine has one full page,
full color ad in the Greenville Real Estate Guide. Space is
limited and is available on a first come, first serve basis.
E-mail reminders are sent out for each issue and completed
forms are due on Thursday by 5:00 pm unless otherwise
noted. Agents can reserve line ads for four issues and can
change out listings weekly.
- Line ad (your photo plus 4 listings) $166/4 weeks
Additional Agent Advertising
Agents may also choose to advertise in any of the numerous
publications available within their service area and should
work directly with the publication for any advertising needs.
Your office staff and/or Caroline Reinhardt can direct you to a
Representative with any of the publications referenced here.
Additional Information:
All advertising forms are available under the
FORMS section of CaineNet.
For questions about advertising, contact:
• Jane Harrison Fisher: 864.250.4177 or
jhfisher@coldwellbankercaine.com
• Caroline Reinhardt: 864.250.4179 or
creinhardt@coldwellbankercaine.com
28
 Credit Card Service
All Coldwell Banker Caine agents are encouraged to enroll in this program; however, participation
is not mandatory at this time.
How Do I Enroll?
Enrollment in the program can begin immediately by completing the
Credit Card Authorization Form.
• Forms are available at your office.
• Your office manager will ensure the form is sent to the
Accounting Department in a safe and confidential manner.
• Unless changes are made this authorization will remain in
effect for a one-year period.
• Moving forward, a new form will be completed each year
with the renewal of your Commission Schedule and your
Independent Contractors agreement.
• Changes to the authorization can be made at any time by
notifying the accounting department in writing.

How It Works
• Statements – Agents will receive their monthly statements on the 15th of each month. The statement balance
will include all expenses incurred and payments processed from the 15th of the preceding month.
• Statement Review – Agents will have five days to review the statement. If the agent agrees with the balance no
further action is required. Any questions about charges or credits should be addressed and resolved with the
office staff. If these questions result in changes to the amount owed these changes will be communicated to
Accounting by the office staff.
• Processing – The entire balance on the statement, or the amended balance if changes have been made,
will be processed and charged to the authorized card on the 21st of each month (or the 1st business day
following the 21st.) A receipt will be provided to the agent after the completion of the transaction. Any
questions regarding the amount charged should be addressed with the office staff. If this discussion requires
a correction of the amount charged the office staff will work with Accounting to ensure the appropriate action
is taken. In the event of an erroneous charge, credits will be processed immediately.
• Denied Charges – If a card is rejected or does not go through for any reason the agent will be contacted
directly by Accounting. If the primary card cannot be charged the agent may provide another card by
completing a new Credit Card Authorization Form, or payment can be made by check.
• Confidentiality – Credit card information will remain confidential and secure at all times.

Credit Card Service_12.2010 29

 Logging in to CBWorks

Logginginintotocoldwellbankerworks.com
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1-877-4COLDWELL 30

7. Go to coldwellbankerworks.com and log in using your email address as your

 LeadRouter
Your Guide to Coldwell Banker Caine LeadRouter
What is LeadRouter?
LeadRouter is a powerful lead management tool that ensures
every lead receives a fast, professional response. The
LeadRouter hours of operation are 8:00am–9:00pm, 7 days
a week. You must participate in LeadRouter training to be
eligible to receive leads.
How does LeadRouter work?
How will LeadRouter work if the incoming
lead is my listing lead?
1 You
L R
recognize a call on your cell phone from the
phone number and answer. You must press
ead outer
“1” to verify that the call is not being answered by voice
mail. If you want to accept the lead, press “1” again. You
may then stay on the line to listen to the customer’s
contact information, or you may hang up.

1 placed
Customer makes an inquiry: All internet leads will be
into the L R system and automated for
ead outer
2 Once you have the customer’s contact information, return
the call as soon as possible to secure your new lead.
response and reporting.
3 When you accept a lead, it is yours from that point

2 L R software program will automatically check to

L Read outer
ead outer
automatically calls Sales Associate: The forward. You will have received a LeadRouter e-mail and
will have 8 hours to log on to LeadRouter and report on
see if you are eligible to receive the next lead and then the status of your new lead. If you do not update the
will call your cell phone. Leads will be sent to the listing status within the 8 hour period, you will no longer be
eligible for new leads. However, updating your leads in
agent first. If there are dual agents on a listing, the agent
the LeadRouter system will ensure that you are always
in the first position will receive the lead.
eligible for new leads.
3 You
Sales Associate accepts lead and contacts consumer:
can then decide whether to accept or pass a lead. 4 If you are unable to answer your phone for a lead that is
your listing lead, the lead will automatically go to your
If you pass, the lead is routed to the next available Sales voice mail. You will then have 30 minutes to retrieve your
Associate. lead by calling the LeadRouter center to get the message.
4 Lsoftware
R
ead outerwill manage all internet leads: The lead router
will be your single tool to manage all internet
If you do not call within 30 minutes of the message being
left on your voice mail, then the lead will roll to the next
leads. available Sales Associate in your office.

5 Customized
We can monitor lead activity with L R reports:
ead outer
reports will be developed to track our leads
How will LeadRouter work if the incoming
lead is a company or IDX lead?
on the agent, office and company level.

What do I need to do to ensure that I’m set 1 You

L R
recognize a call on your cell phone from the
phone number and answer. You must press
ead outer

up for LeadRouter? “1” to verify that the call is not being answered by voice
mail. If you want to accept the lead, press “1” again. You
1 onLogtoonCBtoWorks
coldwellbankerworks.com: If you are logging
for the first time, or if you have forgotten
may then stay on the line to listen to the customer’s
contact information, or you may hang up.
your user name or password, click the link for access.
Otherwise, log on as usual. 2 Once you have the customer’s contact information, return
the call as soon as possible to secure your new lead.
2 LCheckR youronL CBR Works Profile
ead outer
ead outer for accuracy: Go to
by using the “Quick Links” 3 When you accept a lead, it is yours from that point
forward. You will have received a LeadRouter e-mail and
located at the bottom left hand side of your screen. will have 8 hours to log on to LeadRouter and report on
Confirm that your LeadRouter Profile info is correct. the status of your new lead. If you do not update the
3 phone:
Program the L R phone number into your cell
ead outer
Program 877.735.3237 into your cell phone so
status within the 8 hour period, you will no longer be
eligible for new leads. However, updating your leads in
that you can easily identify calls from LeadRouter. the LeadRouter system will ensure that you are always
eligible for new leads.
What do I do if I need help?
Contact Vi Kaminski: 864.469.9764
4 If you are unable to answer your phone, the LeadRouter
software will not leave a voice mail, but will immediately
vkaminski@coldwellbankercaine.com contact the next available Sales Associate.
LeadRouter Agent Guide_12.2010 31
 Professional Headshots
Agent and Staff Photography Options

All agents are required to have professional quality headshots for use on
business cards, fliers and in company advertising. The marketing department
will offer sessions with a professional photographer on a quarterly basis at no
charge.
Agents are also welcome to purchase headshots separately, and the list
below represents the marketing department's preferred photographers in
each market. All of these photographers can provide you with high quality,
professional headshots as well as more casual, lifestyle-oriented photographs.

Greenville/Greer/Easley Area: Spartanburg Area:

Brad Forth Photography: Brad Forth Photography:
• Website: www.photoforth.com • Website: www.photoforth.com
• Email: BradF@PhotoForth.com or 864-415-8147 • Email: BradF@PhotoForth.com or 864-415-8147
• Agent Photo Package: Includes one agent photo • Agent Photo Package: Includes one agent photo
session of approximately 15 minutes at your office, session of approximately 15 minutes at your office,
plus retouching and electronic file transfer plus retouching and electronic file transfer
• Package price: $50.00 • Package price: $50.00
FishEye Studios:
• Website: www.FishEyeStudios.com Seneca Area:
• Contact: 864-331-4711
Paige Morris Photography:
• Agent Photo Package: Includes one agent photo
session of approximately 20 minutes at FishEye • Website: http://paigemorris.zenfolio.com/
Studios in Greenville, plus retouching and electronic • Email: pmorrisphotography@gmail.com or
file transfer of one photo from the photo shoot 864-247-9038
• Package price: $100.00 includes photo in B&W and • Agent Photo Package: Includes one agent photo
Color versions at high and low resolutions session of approximately 15 minutes at your office
Kris Decker Photography: plus electronic file transfer
• Website: www.firewaterphotography.com • Package price: $55.00 plus $5.00 for retouching
• Email: Info@FirewaterPhotography.com or
864-561-7626
• Lifestyle/Personality Photo Package: Includes one
agent photo session of approximately 30-45 minutes
at a Greenville area location of Agent’s choice, plus
retouching and electronic file transfer of 1 finished
image
• Package price: $200.00 plus $45 per additional
finished images from the shoot (or $400 for a cd
containing all photos from the shoot)

Professional Agent and Staff Headshots_12.2010 32