1. Welcome to QSC Introduction Quality Service Certification, Inc. Teamwork Builds Great Futures! A Proud Partner of United Country Real Estate To sign up for an upcoming Introduction to QSC Webinar, please call QSC: (888) 547-4772 Email: Kevin@QualityCertified.orgKevin@QualityCertified.org Hi, I’m Kevin Romito Director of Membership for QSC

2. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. And United Country—Going to Extreme Measures to Better Your Business

3. Making Results Known Quality Service Certification, Inc. Making Excellent Service The Highest Standard YOU CAN RATE THE SELLER OF A $100 BASEBALL CARD ON ebay. BUT WHAT ABOUT THE LISTING AGENT FOR A $500,000 HOME? HOW DOES THAT AGENT RATE?

4. Listen to What Consumers are Saying Quality Service Certification, Inc. “I look up the ratings on any stock I buy. I look up the ratings on the company. I look up everything. So I think in this day and age it would be extremely helpful to have an real estate rating system as long as you can be assured that the surveys were current.” Consumer: Carla Barela

5. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. “You can’t build a reputation on what you say you’re going to do.” ~Henry Ford A Proud Partner of United Country

6. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. “But you can build a reputation based on what you do!” A Proud Partner of United Country

7. UCRE & QSC Partnership Quality Service Certification, Inc. Teamwork Builds Great Futures! Thanks to United Country Real Estate what you’re about to see is significantly subsidized to make it very affordable.

8. Your Challenges Staying ahead of competition Customer loyalty Getting listings Showing value to consumers Number of agents competing for business High number of competing companies that are discounting Sustaining commission rate Getting repeat business

9. How We Help Better Your Business Quality Service Certification, Inc. Provide system for excellent customer service delivery Teach service providers to use Guarantees Invite feedback through Surveys Deliver results through Q Reports Initiate opportunity for growth and improvement Help consumers feel secure in their selection of a service provider/company

10. Proven Resources for Professionals Measurable Results for Consumers CSR Training & Certification Guarantee Objective Assessment Real-Time Feedback Consumer-centric Service 5 Proven Steps To Success Quality Service Certification, Inc. 1 2 3 4 5

11. Since all of your competitors make the claim of great service… How and Why should a prospective client choose you? Quality Service Certification, Inc.

12. Listen to What Consumers are Saying Quality Service Certification, Inc. Judy: “All sales associates say that they’re the best.” QSC: And how do you know they’re the best?” Mark: “Well, you don’t. You’re just taking their word for it— you don’t know. You’re just taking a chance and, if you have something where you can look at the ratings that people like ourselves have done, then you can feel like you’ve probably got a pretty good picture of what that agent does.” Consumers: Judy and Mark Holcomb, Texas

13. You say your service is great… Doesn’t everybody? Quality Service Certification, Inc. How can you stand out to a consumer? How does a consumer know who is the best?

14. Getting Started: 5 Easy Steps Quality Service Certification, Inc. 1.Get certified 2.Use a Guarantee for all clients 3.Survey your clients 4.Gain valuable feedback from your clients 5.Flaunt your Customer Satisfaction Rating

15. Quality Service Certification, Inc. Easy to become Quality Service Certified ® Tele-Seminar – $105 NEXT CLASS: TBA Training Cost: Training Cost: ($105) 9:00 – 10:30 a.m. 9:00 – 10:30 a.m. PACIFIC TIME! For future Tele-Seminar schedules visit www.UnitedRealEstate.com Survey’s are paid for by UC Affiliate - $3.50 per survey Online – Internet based training QSC-UC Online TrainingQSC-UC Online Training $75 *$50 annual designation renewal begins as you enter your second year of the program

18. Quality Service Certification, Inc. Quality Service Assurance Survey © - Objective Assessment Professionally developed – consumer research based questions Independently delivered, administered and managed Tested and refined by use with over 500,000 consumers 32% consumer response rate Objective and detailed client feedback Offers both quantitative data analysis and written client comments Timely Internet based reporting technology ( Q Reports™ system ) Statistics, graphs and charts offer effective marketing tools Results offer third-party endorsement and credibility

19. Quality Service Certification, Inc. Quality Service Assurance Survey © - Objective Assessment Additional Survey Options and Resources Buyer and seller surveys available in Spanish Commercial surveys – buyer and seller Commercial lessor and lessee surveys Mortgage borrower satisfaction survey New – QSC Auction Certification and surveys

20. Q Reports ™ System Internet based Virtual real time, feedback/reporting Hierarchal analysis (up to seven levels) Comparative Data Easy to Use – Intuitive with graphics Objective – third party presentation Dozens of Applications, Uses Quality Service Certification, Inc.

21. Q Reports ™ Delivering data that matters CSR: Customer Satisfaction Rating An average of the “overall” satisfaction rating of all returned surveys; available to consumers after 4 or more returned

22. Review of survey results provides Professional with timely feedback, recognition, reinforcement and improvement opportunities Improvement Opportunity Recognition Reinforcement Testimonial

23. Improvement Opportunity

24. Agents, Brokers/Owners, and QSC Partnering Relationships Reputations Results Trust Quality Service Certification, Inc. Trust is the basis for beginning, maintaining, and sustaining relationships To Enhance

25. Quality Service Certification, Inc. Measurably Reducing Client Service Dissatisfaction

26. Measurable Results QSC vs. non- QSC Professionals 44% increase in very satisfied clients 69% decrease in dissatisfied clients* 50% increase in likeliness of repeat and referral sales * For many QSC client companies this effects a 10-30% reduction in E&O premiums

27. QSC Sales Professionals: Quality Service Certification, Inc. Attract more clients Attract more clients Increase the value of service provided to their clients Increase the value of service provided to their clients Earn more referrals Earn more referrals Provide better service to customers Provide better service to customers Increase customer loyalty Increase customer loyalty Offer an alternative to commission discounting Offer an alternative to commission discounting Differentiate themselves from the crowd Differentiate themselves from the crowd Join QSC Today and show the world how great you really are!

28. Quality Service Certification, Inc.

29. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. And United Country—Going to Extreme Measures to Better Your Business http://www.QualityService.org http://www.QualityCertified.org http://www.QReports.com

30. QSC - The Total Solution More than just talk or a claim… An integrated suite of resources delivering proven, measurable results Quality Service Certification ®

31. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. Building stronger relationships, better reputations, and greater results. A Proud Partner of United Country

32. QUALITY SERVICE CERTIFICATION Quality Service Certification, Inc. Your QSC Contact: Kevin Romito (888) 547-4772 Kevin@QualityCertified.org Kevin@QualityCertified.org www.QualityCertifed.org A Proud Partner of United Country