Real Estate Sales Assessment SOP: Mula First Contact hanggang Turnover at Aftercare (Video Roleplay + Evaluation Checklist)

Executive summary

Sa Philippine real estate, hindi sapat ang "magaling mag-property viewing." Madalas nasa mga critical stages ang gaps: trust-building sa unang usap, qualification (budget at decision chain), negotiation na nakatali sa terms, contract/disclosure boundaries, at turnover checklist.

Ito ang practical na SOP: 6 stages + 3-layer evaluation checklist—Required, Forbidden, Excellence. Brokers at sales agents submit async video roleplays; managers get stage-level reports at coaching actions. (Hindi ito legal advice; i-align sa HLURB/DHSUD regulations at company policy.)

6 stages (first contact to turnover)

1. Greeting & trust-building
2. Needs discovery & qualification
3. Property matching & viewing guidance
4. Pricing & negotiation
5. Reservation, contract process & disclosures
6. Turnover, inspection, at aftercare

Copy-ready evaluation checklist

1) Greeting & trust-building

• Required: warm at professional na pagbati; i-introduce ang sarili at company; i-clarify ang client goal at timeline; mag-set ng clear next steps.
• Forbidden: bastos o dismissive na pananalita; misleading guarantees tungkol sa appreciation o rental income.
• Excellence: personalized approach based sa client profile; proactive na mag-offer ng additional resources (financing calculator, area guide).

2) Needs discovery & qualification

• Required: i-clarify ang must-haves (location, unit type, size); i-establish ang budget range at payment capacity; tanungin kung sino ang decision makers; basic feasibility check (pre-qualification para sa bank financing kung applicable).
• Forbidden: i-encourage ang falsification ng income documents; mag-skip ng budget discussion para lang mag-book ng viewing.
• Excellence: i-assess ang long-term goals (investment vs owner-occupied); mag-recommend ng financing options na fit sa profile.

3) Property matching & viewing guidance

• Required: mag-set ng expectations bago ang viewing; i-guide ang condition check at environment observation; i-close with clear next step at preferences confirmation.
• Forbidden: i-hide ang material defects o known issues (flooding, structural concerns); mag-misrepresent ang unit size o amenities.
• Excellence: i-highlight ang pros and cons objectively; mag-provide ng neighborhood insights (schools, transport, commercial areas).

4) Pricing & negotiation

• Required: i-separate ang asking price vs market comparables vs negotiable range; i-tie ang offer sa payment terms (reservation fee, downpayment/equity, bank financing); mag-agree sa response timing.
• Forbidden: gumawa ng fake comparables o fake competing offers; mag-guarantee ng appreciation rate o rental yield; pressure tactics gamit ang false scarcity.
• Excellence: i-present ang multiple payment schemes; i-explain ang total cost of ownership (association dues, taxes, maintenance).

5) Reservation, contract process & disclosures

• Required: i-explain ang reservation fee terms at conditions; i-discuss ang Contract to Sell (CTS) key clauses; sabihin na "subject to bank approval" kung may financing; i-disclose ang timeline ng title transfer, BIR taxes (documentary stamp, capital gains/withholding tax), at CAR (Certificate Authorizing Registration) processing.
• Forbidden: i-push na mag-sign nang hindi nabasa ang documents; mag-promise ng oral terms na wala sa contract; i-hide ang penalties o breach risks.
• Excellence: mag-provide ng document checklist; i-walk through ang payment milestones; mag-coordinate with financing team para sa smooth processing.

6) Turnover, inspection, at aftercare

• Required: complete turnover checklist (unit condition, keys, access cards, parking); i-inspect with client ang finishes at fixtures; i-provide ang contact for property management at warranty concerns; i-schedule ang follow-up para sa any issues.
• Forbidden: i-skip ang inspection process; i-hide ang punch list items o defects; mag-promise ng fixes na hindi approved ng developer.
• Excellence: mag-provide ng move-in guide; i-introduce sa building admin at security; proactive follow-up after 1 week at 1 month.

Philippine-specific considerations

• Reservation fee: I-clarify ang amount, validity period, at refund conditions. Common na may "non-refundable" clause—i-disclose ito clearly.
• Equity/Downpayment: I-explain ang spread (typically 10-30% over 12-36 months) at kung paano ito nag-aaffect sa monthly amortization.
• Bank financing: I-discuss ang pre-qualification, required documents (ITR, COE, bank statements), at typical loan tenure (15-25 years).
• Title transfer process: I-explain ang BIR processing (CAR, tax payments), Register of Deeds annotation, at typical timeline (3-6 months after full payment).
• HLURB/DHSUD compliance: I-ensure na lahat ng disclosures ay aligned sa regulatory requirements.