CENTURY 21

FRANCHISEDISCOVERY

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At CENTURY 21 Canada, we’re dedicated to developing and maintaining strong relationships with our customers and stakeholders. Our focus has always been on finding solutions to the business-building issues that impact our Franchisees every day.

It’s important to us that our Franchisees fully understand and enjoy the benefits that come with being a part of our System.

As one of the world’s largest and most recognized real estate brands, we appreciate the importance of effective communication, which is why we keep our Franchisees informed of any and all corporate developments that would enable participation in local and national CENTURY 21 events or initiatives.

I hope that you will find this brochure both informative. Joining the CENTURY 21 System could be the best business decision you will ever make!

A Message From

Brian’s Desk

C. Brian RushtonExecutive Vice PresidentCentury 21 Canada LP

Content

Your Guide with Us.

Your Franchise Services Team | 03 & 04Franchise Transition Process | 05 & 06

Canadian Management Academy | 07 & 08CENTURY 21 Orientation Program | 09 & 10

Franchisee Implementation Overview | 11 & 12Franchisee Implementation Advanced | 13 & 14

Training and Education Platform | 15 & 16Training and Education: CareerXpress | 17 & 18

Networking Opportunities | 19 & 20

“Growth is never by mere chance, it is the result of the support from a proven system.”

SMARTER. BOLDER. FASTER.

Your FRANCHISE SERVICES TEAM

TODD SHYIAKVice-President, Operations

MANDY STREISELFranchise ServicesAdvisor

MAZEN ZEIDANFranchise ServicesAdvisor

KEVIN STANLEYDirector, Knowledge and Learning

Joyce HormanFranchise ServicesAdvisor

MEET OUR FRANCHISE SERVICES TEAM

Real Estate in the 21st century is driven by a “customer service culture” and the CENTURY 21 System will lead this evolutionary process. The CENTURY 21 System epitomizes professionalism honest, integrity, and responsiveness. Our culture of exceptional service is promoted, integrated, and expected throughout every level of our System and no deviation from this standard is accepted.

The Franchise Services Team:• Vice President of Operations: Todd Shyiak• Director of Knowledge and Learning: Kevin Stanley• Franchise Services Advisor: Mandy Streisel, Mazen Zeidan, and Joyce Horman

The support provided by our team is unparalleled. From the enthusiasm when you join us, to the extensive implementation process, training and education, our Online Office platform and access to support materials, we are determined to help you succeed.

THE GOLD STANDARD OF SERVICING

Our Franchise Services Team provides one-on-one guidance and support to our brokers. Unlike many other brands in the industry, we provide a stress free, no-queue support system where your assigned Advisor and schedule support are only an email or phone call away.

CENTURY 21 Franchise Services offers one of the most successful support systems for establishing growing and maintaining a profitable business. Our unique business philosophy enables you to set realistic goals and achieve your desired profit levels.

1. Complete Careers assistance and resources for 2. Business Planning and Management Resources3. Issues Management and Support4. Live One-On-One Implementation and Training: Brokers/Managers/Admins5. In Person CENTURY 21 Orientation and Training6. Merger and Acquisition7. Canadian Management Academy

FRANCHISE TRANSITION PROCESS10 steps to make your transition to CENTURY 21® seamless.

Identify six to eight key sales associates and at least one administration staff that can be brought into confidence as you move through the transition process.

Determine the exact steps you need to take during the transition process and the time lines for associated with each.

Produce a presentation for the sales associates you identified in step one. Meet with these individuals privately, in s apace away from the office. Each sales associate must be onside with your process.

Schedule a meeting to announce the change to all sales associates.

Create a marketing and communications plan to strategically announce the change to consumers and industry stakeholders.

Complete the legal paperwork required to change your business name and register with the real estate board.

Establish a process for ordering office supplies and marketing collateral. (ie: signs, stationary, etc.).

Conduct the meeting scheduled in step 4, and include a complete presentation of “what’s in it for them”.

Host a two day, onsite orientation for management and administration staff and meet with the sales associates or teams as needed to deal with questions or concerns relating to the conversion process.

Register for the Canadian Management Academy and Implementation Sessions with your Franchise Services Advisor.

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CANADIAN MANAGEMENT ACADEMYNOVEMBER 30 to DECEMBER 4, 2015

CENTURY 21 OWNER/MANAGER TRAININGCanadian Management Academy (CMA) is a week-long intensive training program designed to provide CENTURY 21 Owners, Brokers and Managers with a clear understanding of how to proactively and profitably run their businesses and get a leg up on the competition.

The CMA program provides the current, relevant and engaging industry related material including in-depth, interactive workshops with a certified general accountant and MBA, on business strategy and financial management.

Canadian Management Academy addresses the seven fundamental aspects of managing a real estate office:

SALES MANAGEMENTEvaluating the motivation for becoming a sales manager and understanding market control.

RECRUITINGAll facets of recruiting are covered in this section through role-play and discovery learning,

BUSINESS PLANNINGPreparing a business plan that includes a financial statement.

TRAINING Sales associate development using an activitiy driven ‘Fast Start Formula’.

UPGRADINGUpgrading office and staff, production expectation, market presence and technology.

LEADERSHIPDecision making in the office. Evaluating effectiveness with office systems and resolving potential conflict in the office.

MOTIVATIONDeveloping basic understanding around what motivates people and how different approaches and techniques can be used to produce motivation in sales associates.

Your CENTURY 21 package covers the costs of CMA enrollment, materials, transportation and accomodation while attending the course.

At the end of this thorough training experience, participants are presented with a Certificate of Completion. The Canadian Management Academy is a one-of-a-kind educational experience that provides an overview of management, ‘the CENTURY 21 way’, with an orientation to CENTURY 21 tools and systems.

The International Management Academy has been approved by the Real Estate Institute of Canada as a credit course towards their Certified Real Estate Specialist (CRES) designation, as well as REIC’s Mandatory Continuing Education (MCE) program. This course is equivalent to 30 REIC credits.

CENTURY 21ORIENTATIONPROGRAM

CENTURY 21 ORIENTATION PROGRAMAs a new Franchisee, the CENTURY 21 System has a variety of tools and systems to help you achieve your goals and objectives. One of these valuable tools is the CENTURY 21 Orientation Program. This process is facilitated by one of the CENTURY 21 Franchise Services Advisor and has four key objectives;

ONE

Franchise gather information as it relates to short and long term goals and objectives. The Franchise Services Team takes the time to get to know you and get a sense of the operation you are planning. Your vision for your office in the next 5 years will be extremely valuable in determining which tools and systems you should prioritize in the weeks to come. An important aspect of this process is developing a strategy for introducing the CENTURY 21 System to your sales associates and support staff.

TWO

Ensure your administrative staff understand the different aspects of the transition as it relates to their role within your company. This part of the process is a training session for registering new personnel with the CENTURY 21 System, the Awards Reporting and more.

THREE

In some cases, the Franchise Services Team will meet with your REALTORS® to introduce and demonstrate the benefits of being part of the CENTURY 21 System. This is a valuable component of the Orientation and helps show how tools will benefit them. The Franchise Services Team also conducts an online presentation of the OnlineOffice platform, the CENTURY 21 International intranet and CENTURY21.ca with a specific focus on ‘what’s in it for REALTORS®?’ This presentation shows your sales associates how they can use our resources to generate leads, secure listings, close transactions and ultimately make more money. The goal is to have your sales associates walk away from this meeting with a sense of excitement around joining the CENTURY 21 System.

FOUR

Review feedback from the REALTORS® presentation and address any issues that may have come up on what to expect in the first implementation call from your Franchise Services Advisor and a report is provided to outline your immediate needs and thoughts as discussed in the first day of the Orientation. You will be contacted at least once a week to review the material that was provided in the Orientation and properly introduce the specific CENTURY tools and systems.

FRANCHISEEIMPLEMENTATIONOVERVIEW

GETTING STARTEDRecommended completion time: first 2 weeks. Hosted by your Franchise Services Advisor (unless otherwise noted).

Module 1. FSA Introduction: 30 minutes• Program overview and communications information. Module 2. Business Development, Branding, and Start-up info: 45 minutes• Templates and manuals to start up your franchise. Introduction to discounts

and services offered through national vendor relationships. Module 3. Online Presence: 45 minutes• Internet Marketing Strategy & basic company Website Builder training.Module 4. Sales Rep On-boarding: 30 minutes• Adding new users (giving sales reps a @century21.ca email and domain),

CareerXpress, Awards, Prior Production, training resources.Module 5. Properties: 30 - 45 minutes• How to add listings, get MLS data feeds to sync with the board, IDX and DDF

education and participation forms for listing sharing (regional and national). Module 6. AIR MILES Rewards Program, Hosted by Kevin Stanley: 30 - 45 minutes• What is it and why is it important? How to participate?

FUNDAMENTALSRecommended completion time: first 12 weeks. Hosted by your Franchise Services Advisor (unless otherwise noted).

Module 1. Events & Education, Guest speaker Kevin Stanley: 45 minutes• Learn about our networking events, conferences, awards, training opportunities,

and your free CREATE 21 audit. Also learn about our charity of choice: Easter Seals.

Module 2. Your CENTURY 21 CRM - ClientConnect Part 1: 45 minutes• Basic overview – database management, FREE fully branded CENTURY 21

marketing materials from the Marketing Centre. Module 3. Listing Presentation, Hosted by Kevin Stanley: 45 minutes• We have created a listing presentation to show you how to combine this with

our other resources for a stellar presentation.Module 4. Leads & Statistics, Storage: 45 minutes• We provide free metrics and reports to help you measure your success. Module 5. Awards Reporting and Management Reports: 45 minutes• Learn about our awards program and how to report for awards eligibility. Also,

find out how to use Prior Production for recruiting. Module 6. Recruiting and Retention, Hosted by Kevin Stanley: 45 minutes• Franchise Service Advisor will review your recruiting goals, strategies, and

tactics to identify strengths and areas needing improvement, as well as to help you utilize the tools and programs that are available.

Module 7. Communities & Blogging: 45 minutes• Provide hyper-local information to website visitors and learn how to add this

extensive content to your company website.

FRANCHISEEIMPLEMENTATIONADVANCED

ADVANCED Recommended completion time: first 24 weeks. Hosted by your Franchise Services Advisor unless otherwise noted.

Module 1. Your CENTURY 21 CRM - ClientConnect Part 2: 45 minutes• Set up drip-campaigns from an owner and sales rep point-of-view as well as other expert-level tactics for ClientConnect. Module 2. Website Builder Part 2: 45 minutes• Advanced tactics Module 3. SEO & Domain Manager: 45 minutes• Traffic gain tactics for more listings.Module 4. Target Markets: 30 minutes• Find out about our Fine Homes & Estates and Commercial designations.Module 5. Corporate Relocation & Global Referrals: 30 - 45 minutes• Franchise Services Advisor will outline the process for companies to register to receive referrals in addition to explaining the broker and agent requirements to participate.Module 6. Social Media: 30 minutes• Participate in our Facebook groups and learn about advertising on Facebook, our Hootsuite partnership, online Easter Seals charity platform, and more.

TRAINING &EDUCATIONPLATFORM

OVERVIEWThe CENTURY 21 System provides some of the best career development and training programs in the industry. The fact is, we’ve built a foundation on having strong, capable, professional sales associates and franchisees. We offer exceptional opportunities for professional development for both new and experienced sales associates, brokers and managers.

create21 CanadaGeared towards new CENTURY 21 sales associates, create21 provides 25 hours of LIVE online training from professional, experienced instructors.

Participants who successfully complete this program statistically generate more business than sales associates who have not taken this unique training opportunity. Students gain exceptional sales skills and techniques, along with a thorough orientation of the CENTURY 21 tools and systems at their disposal.

Productivity Enhancement ProcessTransform your office and sales associates’ production with the Productivity Enhancement Process (PEP). Sales associates and their managers must work together to achieve the goals they set. In this 10 week long program, PEP teaches Managers effective coaching skills and provide sales associates with skills that focus on prospecting.

Each week sales associatesand their managers participate in a LIVE webinar before putting their skills to work in the real world. Online reporting tools track the activities and results of sales associates while managers monitor progress to ensure goals are met.

Chairman’s CircleCombined with updates from the CENTURY 21 Canada executive team and well-known speakers, consultants and industry leaders, this event is designed to bring together our system’s Top 30 brokers for discussions on current Real Estate trends.

Chairman Circle is by invitation only.

TRAINING &EDUCATIONCAREERXPRESS

CAREERXPRESSThe CENTURY 21 CareerXpress program is uniquely designed to maximize sales associates’ success in an industry where an extremely high percentage don’t see second anniversary. This 31 day, email-based course drives progress through action, implementation, and accountability.

“CareerXpress breaks down theory into targeted tasks, giving agents the practical skills they need to confidently go out and bring in more leads, faster,” said Kevin Stanley, Director of Knowledge and Learning, CENTURY 21 Canada. “When the basics are

mastered sooner, REALTORS® become bolder, and more successful.”

Course features:• Daily emails with expert advice and specific tasks to develop effective habits;• Applied use of integrated, exclusive CENTURY 21 tools which build client databases,

generate marketing pieces, create a personal website, and more;• Access from anywhere, from any device: smartphone, tablet, or desktop;• Over 300 pages of real estate industry insights, broken down into 31 easy-to absorb

lessons;• Sessions that build on previous progress and videos to celebrate milestones.

Experienced REALTORS® can leverage CareerXpress to revitalize their careers, by applying the latest sales techniques and best practices. For those new to the brand, CareerXpress facilitates a smooth transition.

All new agents in the CENTURY 21 System are automatically enrolled in this exciting new course. Brokers and managers are provided with a CareerXpress mentor guide to support their agents progress and provide local market expertise.

Targeted education options at every professional stage make the CENTURY 21 Ssytem a great place for REALTORS® to start and to have their careers. CareerXpress builds on our brand’s tradition of delivering exceptional customer service by supporting ourmembers with the tools and education that matter most.

NETWORKING OPPORTUNITIESBe part of a brand that allows you to connect to industry members around the world.

CENTURY 21 CANADA Conference

Oct 5 - Oct 7Delta Prince Edward Island

DISCOVER CENTURY 21

SMARTER. BOLDER. FASTER.

CENTURY 21 Canada700 - 1199 West Pender StreetVancouver, BCV6E 2R1

1.800.446-8737century21.ca

Succeed with us.