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ULTIMATE SERVICE FOR BUYERS

WE LISTEN.

It all begins with listening. Through effective ongoing communication and comprehensive research, we determine what is most important to you, our customer. Listening is an important first step in providing the most customer-oriented service in the Canadian real estate industry. We are committed to deliver value by offering exceptional quality buyer services through a customer service process that isn't just talk.

TOGETHER, WE SET SERVICE STANDARDS.

Second, we take what our customers tell us and develop written standards of service, real estate procedures and practical training programs to assure that extraordinary service is more than just a promise. Then, together, we'll build on these service standards to develop a customized buyer service plan that reflects your specific needs.

WE GUARANTEE SERVICE STANDARDS IN WRITING.

Next, we take these service standards and put them in writing. Coldwell Banker Ultimate Service™ means we deliver consistent, predictable, reliable performance - guaranteed!

Through the Coldwell Banker Buyer Services Guarantee™ we pledge to deliver 22 distinct and tangible service elements to your utmost satisfaction. The Buyer Services Guarantee™ assures that we will do what we promise. We will live up to the commitments made in the guarantee or you can cancel your buyer's agreement if you have signed one with us. We keep our promises, or you don't keep us.™ How's that for service on your terms!

YOU EVALUATE US.

The next step in the Ultimate Service™ process is our Customer Satisfaction Survey. While we will constantly solicit your feedback throughout the buying process, we will also ask you to tell us how we did in the form of a simple, yet detailed questionnaire. Complete satisfaction is our goal.

The Coldwell Banker Customer Satisfaction Survey is the most critical analysis of service performance and satisfaction in the real estate industry. We ask every one of our buyers to tell us what's important to them and how we can improve our service. We've asked thousands of customers from coast to coast. Their needs, requirements and expectations have become our standard of performance and our commitment to you. Ultimate Service™ ... Guaranteed!

THE RESULT: ULTIMATE SERVICE™.

Finally, we take everything we've learned along the way from you and thousands of other customers and use it to continually improve the services we offer. Listening, understanding, learning and improving...that's our commitment - Ultimate Service™.

Why do we go to such great lengths? The answer is simple. Over ninety years ago, Coldwell Banker was formed on the fundamental premise of placing our customers' needs above all else. And over the years, this commitment has led to many innovations which have been adopted as industry standards, helping to make Coldwell Banker a leader in our field.

Which goes to prove one undeniable fact: When you treat your customers better than anyone else, they keep coming back. Maybe that's why so many of our customers would recommend us to a friend.

Ultimate Service™ is a complete, tangible service program, backed by the best guarantees in the business that puts you in control of your real estate transaction. Now it's time for you to discover for yourself what Ultimate Service™ is all about.

Your sales representative will discuss with you the following twenty-two point Coldwell Banker Buyer Services Guarantee™. Using the guarantee as a starting point for discussion, you will then together develop a service plan that is customized to meet your specific needs. Once the service plan meets with your approval, we will sign the guarantee - our assurance that we will do what we promise.

If at any time, in any way, our service is not to your satisfaction, please immediately contact the sales representative or the Broker/Manager at the telephone number listed above and we'll work to make it right! When you're ready to give us your overall impressions of our service, please complete the survey provided or access our Internet survey, or call us on the Ultimate Service™ hotline: 1-800-516-6868.

Coldwell Banker Ultimate Service™ means performance, not just promises ... action, not just talk!

BUYER SERVICES GUARANTEE™

The Coldwell Banker team is committed to help you acquire the property that's right for you. We will provide you with Ultimate Service™ as detailed in the following 22-point Buyer Services Guarantee™. We'll listen to what's important to you, and together we'll develop a customized service plan that reflects your specific needs. The Ultimate Service™ program guarantees our service performance and your satisfaction.

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1. Buyer Counselling Session
   We will conduct a buyer counselling session to discuss your needs and goals, and to plan the search for your property.
   

2. Buyer Agency Alternatives
   We will discuss alternatives for agency representation that are available to you as a potential buyer, and to sellers we may represent - Buyer Brokerage, Seller Agency, and Disclosed Dual Agency - and our representation of customer interests in the different agency relationships.
   

3. Buyer Representation Agreement
   We will present and explain to you the buyer representation agreement and the special services and benefits it offers.
   

4. Best Buyer® Guidebook
   We will provide you with a copy of the Best Buyer® Guidebook and explain how you can use it to guide you through the home-buying process.
   

5. Financing Pre-qualification
   We will offer to arrange a pre-qualification or pre-approval appointment with a reputable lender to identify your range of affordability and to increase your negotiating strength.
   

6. Coldwell Banker Team Search
   We will present your property search criteria to the Coldwell Banker sales team. Our goal is to present you, when possible, with properties as they debut or before they appear on the open market.
   

7. Property Showing
   We will show you properties that meet the criteria you have selected.
   

8. Property Evaluation
   We will discuss features of a property that may affect its value and future resale.
   

9. Property Disclosure
   We will review with you all inspection reports and other documents pertaining to the condition of the property, and answer all questions regarding physical defects of the property which are known to us.
   

10. Review of Written Seller Disclosure
    We will thoroughly review with you any seller's written disclosure statement to enable you to accept or specify the remedy for each fault disclosed. Remedies for any disclosed faults should be addressed in the offer to purchase.
    

11. Appraisal Contingency
    We will explain to you the option of an appraisal contingency.
    

12. Home Warranty
    We will explain to you the option of a home warranty plan to reduce your risk of repair when purchasing a property.
    

13. Building & Termite Inspections
    We will recommend that you obtain professional building and termite inspections.
    

14. Estimate of Funds Required
    We will provide you with a preliminary estimate of closing costs and down payment requirement anticipated in the transaction.
    

15. Offer Preparation
    We will prepare a written offer on the property you choose to purchase, with terms and conditions approved by you.
    

16. Building & Termite Inspection Remedies
    We will request in the offer to purchase that the seller remedy the items you specify after your review of the building and termite inspection reports.
    

17. Negotiation Strategy
    We will prepare a negotiation strategy for the property you have selected, including a written Competitive Market Analysis.
    

18. Offer Presentation
    We will endeavor to present your purchase offer directly to the seller in the presence of the listing associate.
    

19. Walk-through
    We will accompany you on a thorough walk-through of the property (if one is provided for in the sale contract) before closing, and we will assist you in dealing with any problems discovered during the walk-through.
    

20. Closing the Sale
    We will monitor and inform you of the progress of the purchase agreement, including the satisfaction of all contingencies and conditions during the entire transaction.
    

21. After-Sale Service
    We will contact you after the closing to follow up on remaining details or service needs.
    

22. Service Satisfaction Survey
    We will provide you with a confidential opportunity to give an evaluation of our services.

Should Coldwell Banker not perform these buyer services, you are entitled to terminate the buyer's representation agreement if you have signed one with us. Please keep in mind that local regulations or practices may restrict some services. Written termination notice must state reason(s) for termination and must be presented by you, in person, to the Broker/Manager. You also agree to provide Coldwell Banker with an opportunity to correct the situation within a 24 hour period following the delivery of the termination notice. If the representation agreement with you is terminated, the termination provisions of the representation agreement still apply.

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