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Team Core Values
At the core of every thriving business is the Inner Game—the mindset, well-being, and personal clarity that drive success. This section focuses on the foundational elements that empower leaders and professionals to perform at their best: Vision: A clear and...
Buyer Services
Everything you need from start to finish when working with buyers
Seller Services
From the listing presentation to closing day and beyond, these are all of the things you need to do to properly guide a seller through a real estate transaction
Working With Tenants/Landords
How to prepare a tenant for the process of getting into a rental property from start to finish.
Lead Generation and Prospecting
When you're not doing business, you need to find it. Here are all of the proven ways to find new business.
Book Of Business (Sphere Of Influence)
The Book of Business is the foundation of every successful agent’s career—it’s your personal database of past, present, and future clients, and it deserves to be treated like gold. This section focuses on building and maintaining an organized CRM (Customer Rel...
Business Planning and Growth
A business plan is the foundation of a successful real estate career. Without it, agents are left guessing their next steps, reacting instead of strategizing. A well-structured business plan provides clarity, setting measurable goals and outlining the specific...
Team Marketing
Marketing is one of the core pillars of The Complete Agent playbook. This section is dedicated to the systems, tools, and repeatable strategies I use to consistently promote my real estate business and stay visible in the marketplace. From listing launches and...
Operations & Compliance
The Compliance section of the Complete Agent Playbook is your central hub for understanding the rules, expectations, and best practices that govern your real estate business within Ontario and Century 21 Heritage Group Ltd.
Training and Development
Great agents are built, not born. This shelf supports every stage of growth—from onboarding new agents to sharpening the skills of seasoned pros. Inside, you’ll find DISC resources, learning pathways, the XSEL platform, and accountability tools like the Agent ...
Team Setup/Management
This section outlines the core structure and operations of the Team. From defining team roles to managing day-to-day responsibilities, it serves as the blueprint for how our team functions efficiently and collaboratively. You’ll find clear guidance on how we’r...
Recruiting/Hiring Team Members
This section outlines the step-by-step process for identifying, attracting, interviewing, and onboarding new real estate team members. It focuses on maintaining a professional, consistent experience that reflects the team’s culture and high performance standar...
Buyer Presentation
A Buyer Presentation is crucial for real estate agents for several reasons, as outlined in the attached material. It serves to meet TRESA standards, educate buyers on the home purchasing process, and contract the client to represent them in a successful transa...
Showing Properties
The “Showing Properties” stage is where the agent brings the buyer’s vision to life by touring potential homes in a professional, organized, and client-focused manner. This involves confirming appointments, preparing tailored itineraries, reviewing property de...
Offers
The “Doing an Offer” stage is where the agent takes on the role of advisor, negotiator, and detail manager, guiding buyers through the process of drafting and submitting an offer on a chosen property. This includes explaining the terms and conditions of the ag...
Closing Day
Closing Day marks the exciting final step in the real estate journey—and a powerful opportunity to leave a lasting impression. As the client transitions from buyer to homeowner, the agent’s role is to ensure the day runs smoothly, calmly, and with a personal t...
Realtor for Life: Post-Closing Client Care
The client relationship doesn’t end at the closing table—in fact, that’s where the long-term connection begins. This stage of the buyer’s journey focuses on transforming a one-time client into a lifelong advocate. By staying top of mind through consistent, tho...
Your Culture
The foundation of any successful business lies in its culture, vision, and mission. These core principles define who we are, what we stand for, and where we are headed. Our culture fosters collaboration, integrity, and continuous growth, creating an environmen...
The Business Plan
This section helps agents build a clear, actionable business plan focused on what truly drives success. We break it down into three key result areas: • Sphere of Influence (SOI): Strategies to strengthen and leverage your personal network to generate consi...
Listing Presentation
The listing presentation is your opportunity to demonstrate your value, build trust, and win the listing. This section equips you with a polished, customizable presentation template designed specifically for C21HG agents. Whether you’re presenting in person or...
Comparative Market Analysis (CMA)
Creating a CMA in REALM™ is a strategic step in preparing a home for market. This stage showcases the agent’s expertise in evaluating comparable properties, local trends, and pricing nuances using the TRREB REALM™ system. A well-prepared CMA builds trust, educ...
Listing Checklist
A smooth listing process starts with solid preparation. This section includes a comprehensive, customizable checklist that helps agents stay organized from pre-listing to launch day. Use it to track every detail — staging, paperwork, marketing, and more — ensu...
Marketing The Listing
Great marketing gets great results. This section shows agents how to elevate every listing with a high-impact marketing strategy that includes professional photography, video tours, targeted social media, and printed materials that make an impression. With too...
Holding Off For Multiple Offers
In today’s competitive market, holding off offers can be a powerful strategy to create urgency and drive up value. This section explains when and how to use a “hold-off” approach effectively — including setting the right offer date, communicating with buyers’ ...
Door Knocking
Door knocking remains one of the most powerful ways for a Complete Agent to build relationships, generate new leads, and stay top of mind in a community. It offers face-to-face engagement, the chance to deliver real-time market information, and the opportunity...
Cold Calling
Cold calling remains one of the most powerful ways to create new opportunities — whether you’re looking for a lead today or building long-term relationships as part of a larger prospecting strategy like farming. In this section, you’ll learn how to master the ...
Farming
Sphere of Influence
Online Lead Generation
In today’s real estate landscape, online leads are one of the most powerful sources of new business — but only if approached with the right mindset and strategy. Online leads are different from traditional referrals: they often don’t know you, haven’t built tr...
Open Houses
Open houses are more than just weekend events — they’re powerful opportunities to connect with buyers, generate leads, and showcase your listing in its best light. This section gives you a complete roadmap to running a successful open house, from prep to follo...
The Landlord Presentation
This book provides a comprehensive overview of the process involved in representing a landlord for property rental. This includes understanding the process, landlord presentation, the Residential Tenancy Act, Skyslope templates, and client for life/referrals. ...
Agent Success App
The Agent Success App is a powerful accountability tool designed specifically for real estate professionals. Think of it as Weight Watchers for realtors—a structured, results-driven system that keeps agents on track with their business goals by ensuring consis...
The Buying Process
Questions for the Buyer: 1) How much available cash on hand? In general, there would be an initial deposit followed by a series of deposit as specified by the builder. TYPICAL DEPOSIT STRUCTURE FOR A $750,000 unit: $10,000 on Signing (Bank Draft – Manda...
Paperwork Required
For the initial offering a worksheet must be submitted. Assuming the worksheet is accepted, or the Buyer has simply found a unit the following paperwork must be completed: RECO Information Guide Buyer Representation agreement FINTRAC The Builders contract...
Taxes for the Buyer
In all cases a Lawyers review is mandatory so that the Lawyer can explain possible taxes. The following is brief over view of taxes for the Buyer: The rules for taxes for a Buyer revolve around whether or not the Buyer will occupy the property for their ow...
Other Buyer Considerations
A Buyer should always check whether or not the following is in the Builders Contract. This can reviewed with the Buyers Lawyer. There may be additional subjects that may affect a Buyers decision. The review is Mandatory. Here is a short list of consideratio...
Handling Complaints & Investigations
Every real estate professional must be prepared to both respond to and address complaints—whether from clients, the public, or RECO itself. This section provides a structured approach for managing complaints professionally, ensuring timely responses, and prote...
RECO Registration and Renewal
Every agent and broker in Ontario must be registered with the Real Estate Council of Ontario (RECO) to legally trade in real estate. This section outlines the complete process for both initial registration and bi-annual renewal, ensuring that agents remain com...
Presentations
Budget
Bench Advertising
Door Knocking
Cold Calling
Geographic Area
Marketing
Events
Scripting
Budgeting
Licensed Agents
Unlicensed Employee
The Buyer Presentation
The key components of a successful buyer presentation for real estate agents include: Qualifying Buyer's Needs: Understand and qualify the buyer's needs to provide tailored solutions. Professionalism: Dress professionally and create a quiet, distraction-fr...
Comparative Market Analysis (CMA)
Objective: To generate a comprehensive and precise Comparative Market Analysis (CMA) using the REALM™ platform, enabling informed pricing decisions for clients. 1. Accessing REALM™ • Login: • Navigate to REALM™ Login Page. • Enter your TRREB cred...
Showing Checklist
Day of Showing Bring a pad and paper to give your client to make notes Pick up client and drive if possible Don’t be late! Prepare client on possible security audio and video Open Lockbox Off shoes Walk ahead of client turning on lights a...
SOP: Closing Day – Delivering a Seamless Client Experience
Objective: To ensure clients feel supported, informed, and celebrated on closing day. This SOP provides a consistent, service-driven process that helps agents guide their buyers (or sellers) through the final step of the transaction while setting the tone for...
Core Values / Vision / Mission Statement
Core Values (C21HG) CUSTOMER CENTRIC We are focused on what is right for the customer. Great Service is always striving to exceed expectations HONESTY AND RESPECT Through active listening and communication it is important for us to work...
My Business Plan
A well-structured business plan is the foundation of success, providing a clear roadmap for achieving my goals and staying on track throughout the year. It helps me define my objectives, outline key strategies, and measure progress, ensuring that I remain focu...
Checklist
Below is a sample listing checklist. If you’d like to customize or print it, simply click the link. To make edits, be sure to either download the file or make a copy to your own Drive. PDF Listing Checklist DOC Listing Checklist ______________________...
Listing Paperwork
All your listing paperwork is located in WebForms or SkySlope. You can access both platforms by signing in through your MLS system of choice (IMS or REALM). We’ve created custom templates for our agents with pre-populated forms and commonly used clauses to ...
Back At You Media
Back At You Media (BAY) is your automated social media assistant — built to promote your listings, enhance your online presence, and keep your branding consistent across platforms. When you list a property, BAY automatically creates and schedules high-quality ...
Listing Instructions in Broker Bay
Clear listing instructions are key to a smooth and fair offer process. This section walks you through what to include in the BrokerBay instructions to ensure all cooperating agents understand showing procedures, offer timelines, presentation details, and commu...
Training Video
Click Below Training Video - Listing For Multiple Offers
Client Events
Newsletters
Social Media
Introduction: Why Social Media is Your Modern-Day Open House In today's real estate market, social media is not optional — it's essential. Gary Vaynerchuk, a pioneer in modern marketing, says it best: "Attention is the most valuable asset." If you're not capt...
Pop Bys
Email Touches
CRM Contact Pipeline
A checklist for how a CRM contact should be handled. ie. Put them on the newsletter, schedule follow up calls, put in notes in the CRM, etc.
The Seminar
Century 21 Heritage provides all agents access to a learning management system called Xsel. The buyer presentation seminar can be found at the link below. Login to Xsel - The Buyer Presentation
The Presentation
The "Landlord Presentation" provides a comprehensive overview of the real estate services offered by a professional Realtor®. The presentation emphasizes the commitment to creating value and delivering high levels of service to clients. It highlights the offic...
The Seminar
Century 21 Heritage provides all agents access to a learning management system called Xsel. The Landlord Presentation Seminar can be found at the link below. Login to Xsel - The Landlord Presentation