DAY 1 — PRODUCT KNOWLEDGE & COMMISSION STRUCTURE
PURPOSE OF DAY 1
Day 1 is designed to build strong product knowledge. Agents must understand every development, what is included, what is excluded, pricing differences, ownership types, and how to correctly position each product to the right client. PLEASE USE TH DEVLOPMENT INFO LINK.
An agent who does not understand the product cannot sell it correctly, cannot set proper expectations, and creates future cancellations.
SECTION 1: OWNERSHIP TYPES & SPEC CATEGORIES
1.1 Full Title vs Sectional Title
Full Title:
– Client owns the stand and the house
– Usually allows future extensions (estate rules may apply)
– Municipal accounts opened in the client’s name
– Stand transfer normally happens before construction
Sectional Title:
– Client owns a section/unit within a scheme
– Levies always apply
– No extensions or structural changes allowed
– Transfer usually happens after construction is complete
Agents must clearly explain this difference before proceeding with a sale.
1.2 Specification Categories
GAP Specification:
– Entry-level finish
– Limited built-in cupboards
– Designed for affordability
Affordable Specification:
– Mid-range finish
– More inclusions than GAP
– Still cost-effective
Full Specification:
– Move-in ready
– Built-in cupboards, paving, fencing, carports included
– Higher price point
SECTION 2: PRICING, DEPOSITS & REGISTRATION RULES
2.1 Pricing
– Prices differ per development
– Prices are subject to change based on demand and inflation
– Delays can result in higher prices
2.2 Deposits
– Most applications are submitted for 100% bonds
– Banks may require deposits for low credit score, high expenses, or higher risk profiles
– Passport holders require a minimum 25% deposit
– Deposits are held in the attorney’s trust account until transfer
2.3 Transfer & Registration
– No transfer or registration fees are charged on new developments as no one has lived in them before.
– Repayments start when the client receives keys
SECTION 3: DEVELOPMENT CATALOGUE
The following section contains the full development catalogue. Each development follows the same structure and must be understood in detail by all agents.
(please refer to development info link)
SECTION 4: DAY 1 PRODUCT KNOWLEDGE TEST
- What ownership type DOES NOT include levies?
- A client earns R18 000 and wants the lowest possible repayment. Which developments would you recommend and why?
- Which development is best suited for someone earning R25K and working in Alberton?
- When do bond repayments start?
Short Answer
- Explain the difference between GAP and Affordable specs.
2. Name two developments offering full title houses.
DAY 2 – CALL CENTRE SKILLS, SALES FLOW & CLIENT HANDLING
Objective of Day 2:
To train agents to confidently handle client calls, guide prospects through the home-buying process, and convert leads into successful sales while remaining professional, approachable, and client-focused.
Agents must understand that we help clients first — the sale follows naturally.
SECTION 1: CALL CENTRE ETIQUETTE
1.1 Greeting Standard & Approved Call Script
The first 7 seconds of a call determine whether a client stays on the line.
Tone, confidence, and structure are critical.
Correct call opening order (THIS IS NON-NEGOTIABLE):
Greet the client by name
State the reason for the call
Introduce yourself and the company
REASON BEING: You do not want your clients first thought to be that you are selling something more that you are calling to assist them, using this order results in much viewer clients putting the phone down on you in the first 5 seconds
FULL APPROVED SCRIPT (USE THIS VERSION ONLY):
“Hi, Mr John?
I saw you showed interest in owning your first home, and I just wanted to ask you a quick couple of questions to see what homes you could afford, is that okay?
This is Steve from Green Eye Housing.IF THE CALL ALLOWS BRING UP THE BENEFITS OF BUYING A HOUSE THROUGH GREEN EYE:
We cover all your transfer fees, so you don’t have to pay those extra legal costs when the house is registered in your name, saving you up to R80,000.
If you qualify, we help you apply for a government subsidy that can reduce the cost of your home, and we guide you through the process, saving you up to R169,000.
And the best part is you could qualify for a home with zero deposit, meaning you don’t have to save up a large amount upfront.
PROCEED TO ASK THE FOLLOWING QUESTIONS:
1. Are you based in Gauteng?
2. Whats your income before deductions?
3. Are you married?
4. Can you please share a clear picture of your ID (Via WhatsApp)
Important notes for agents:
This is something you should know not read to your client.
Keep the order exactly the same
Sound natural and helpful
Do NOT:
Start with the company name first
Rush the script
Sound overly sales-driven
- Try to sell a development
- Talk about our developments
- Or use complex language
1.2 Tone & Professionalism
Tone
Smile while speaking — clients can hear it
Sound human, calm, and confident
Avoid robotic or telemarketing tones
Professionalism
Professional does not mean complicated.
Avoid big or technical words.
Example:
Instead of saying:
“Government housing subsidy”
Say:
“This home can be partially funded by the government making your home cheaper.”
Professional means:
Clear explanations
Honest answers
Respectful language
No exaggerations or false promises
1.3 Handling High-Volume Calls
When call volumes are high:
Do not rush clients
Control the conversation politely
Set expectations early
Example:
“I’ll just ask a few quick questions so I can help you properly.”
If you cannot assist properly:
Schedule a callback
Never sound irritated or impatient
1.4 WhatsApp Etiquette (VERY IMPORTANT)
WhatsApp can block numbers automatically for spam-like behaviour.
Common reasons agents get blocked by WhatsApp:
Messaging too many new contacts too quickly
Sending identical copy-paste messages
Sending too many messages without replies
Sending links immediately
Best practices:
Always introduce yourself clearly
Personalise messages (use client name)
Do not send more than 2 follow-ups without a reply
Space messages out
Avoid links until client responds
Correct first WhatsApp message example:
“Hi John, this is Steve from Green Eye Housing. We spoke earlier about helping you check what home you qualify for. Let me know when it’s a good time to continue.”
SECTION 2: HOW TO MAKE A SALE
2.1 Structuring the First Conversation
Purpose of the first call:
Help the client
Understand their situation
Build trust
You are not closing a sale on the first call.
Focus on:
Listening
Explaining options
Guiding the client
2.2 Qualifying Questions
South African law requires RTI (Repayment-to-Income) to be 30% or less of gross income.
Agents must establish affordability early.
Ask about:
Gross income (before tax)
Net income (after tax)
Commission, overtime, incentives
Additional income (rentals, side jobs, maintenance — must be proven)
Marital status
Marital rules:
Married in community of property (COP): spouse must be included
Single: confirm if applying alone or with partner
Credit checks:
Only SA ID accepted
No driver’s licence or passport
2.3 Identifying Buyer Needs
Ask:
Where do you work?
How far are you willing to travel?
Are you buying to live or invest?
Use this to:
Recommend suitable developments
Match budget to correct areas
2.5 Handling Objections
Objections are questions, not rejection.
Common objections:
“I can’t afford it”
“I need to think about it”
“I’m scared of credit checks”
Rules:
Never argue
Clarify value
Offer solutions
Never accept “no” without explaining options
2.6 Closing Techniques
Closing means guiding, not forcing.
Examples:
“Based on what you’ve told me, this option makes sense.”
“Shall we move to the next step?”
Honesty is mandatory.
Never withhold information.
2.7 Setting Up Viewings
Rules:
Only qualified clients may view
Arrive at least 30 minutes early
Always be present — never hand clients to other agents
Use:
Site maps
Showhouses or similar builds
2.8 Follow-Up Strategy
Once the process starts, clients become anxious.
Best practice:
Frequent updates
Explain each stage
Reassure clients
SECTION 3: FREQUENTLY ASKED QUESTIONS (FAQs)
AFFORDABILITY
How much must a client earn?
This depends on the development price, income, ITC expenses, and deposit.
The quickest estimate can be done using the Property24 affordability calculator.
What is RTI?
RTI (Repayment-to-Income) is the percentage of gross income used for bond repayments. It must be 30% or less under the National Credit Act.
What else must clients budget for?
Home insurance
Rates and taxes
Levies (on some estates)
Green Eye Housing does not charge transfer or registration fees.
How do interest rates affect affordability?
Higher interest rates = higher repayments.
How do expenses affect affordability?
Expenses on the ITC report reduce qualifying amounts.
DEPOSITS
How much deposit is required?
Most clients qualify for 100% loans. Lower credit scores may require ~10%.
Passport holders require 25% deposit.
Why do banks request deposits?
High risk due to low credit score or high expenses.
When is the deposit paid?
After approval — usually over 3–4 months if allowed by the development.
What happens to the deposit?
Held in an attorney trust account until transfer.
FLISP (First Home Finance)
Client must have a home loan
Can still be used with 100% bond
Reduces monthly repayment
REPAYMENTS
Repayments start when keys are handed over
Interim interest may apply during construction
Variable rates increase/decrease with interest changes
BUILDING TIMELINES
Most builds: 7–9 months
Existing units: 3–4 months
AVAILABILITY
No stand-only sales
Clients may choose stands (best to select 3 options)
Houses, apartments, and sectional title units available
TRANSFER & REGISTRATION
Clients do not pay transfer or registration fees on new developments.
SECTION 4: GRANTS & AIPs
Grant: Financial assistance to reduce home cost.
FLISP: Government subsidy for first-time buyers earning R3,500 – R22,000.
AIP: Approval in Principle showing estimated qualifying amount.
Banks vs Bond Originators:
Banks approve directly
OOBA submits to all major banks for best offer
SECTION 5: HOUSE PLANS & CONSTRUCTION
Agents must:
Refer to Day 1 development information for house plans
Explain basic layouts
Explain construction stages
Explain timeframes
Explain handover
SECTION 6: SALES CYCLE (DETAILED)
Lead received – captured in system
First contact – initial call
Qualification – affordability & credit
Viewing – physical site visit
OTP signing – offer to purchase
Submission – banks / bond originator
Approval – bond granted
Registration – property registered
Construction – building phase
Handover – keys issued
Agents must understand every stage clearly.
DAY 2 ASSESSMENT: KNOWLEDGE & PRACTICAL
At the end of Day 2, agents must complete one short theory test and one practical assessment.
Agents must pass both to move forward.
PART A: KNOWLEDGE QUESTIONS (ANSWER ALL)
Why are the first seconds of a call important?
Write the approved Green Eye Housing call opening in the correct order.
Why should agents avoid using technical terms like “government subsidy” when speaking to clients?
What does RTI stand for, and what is the maximum allowed percentage?
Name two actions that can cause WhatsApp to block an agent’s number.
Why is the first call not meant to close a sale?
What must an agent confirm before booking a viewing?
List the main steps in the sales cycle from lead received to handover.
PART B: PRACTICAL ASSESSMENT (MANDATORY)
Each agent must perform a live call simulation in front of a manager.
The agent must demonstrate:
Correct use of the approved call script
Friendly, confident tone (smiling over the phone)
Clear explanation of:
No transfer fees
Government subsidy assistance (simple language)
Zero deposit option
Asking basic qualifying questions
Handling one objection professionally
Closing the call by asking permission to proceed
Pass requirement:
The agent must show basic competence and professionalism.
Managers may require a re-do if the standard is not met.
DAY 3 – AFFORDABILITY, ITC REPORTS & REQUIRED DOCUMENTATION
Day 3 focuses on helping agents understand whether a client can realistically qualify for a home loan and what documents are required to move an application forward successfully.
Agents must leave Day 3 confident in:
Explaining affordability clearly to clients
Understanding credit (ITC) reports at a basic level
Requesting the correct documents the first time
SECTION 1: AFFORDABILITY
1.1 What Is Affordability?
Affordability is the amount a bank is willing to lend a client based on:
Income
Expenses
Credit profile
Existing debt
Interest rates
A client qualifying for a house price is not just about income, but about how much disposable income they have left after expenses.
1.2 How Affordability Is Calculated
Banks calculate affordability using:
Gross monthly income
MINUS Total monthly expenses
MINUS Existing debt repayments
Repayment-To-Income (RTI) ratio
RTI rule:
The monthly bond repayment must generally not exceed 30% of the client’s gross income.
This protects:
The client from financial stress
The bank from reckless lending
1.3 Gross vs Net Income
Gross Income:
Income before tax and deductions.
Net Income:
Income after tax and deductions.
Banks mainly assess affordability using gross income, but net income must still support the repayment once expenses are deducted.
Income may include:
Basic salary
Commission
Overtime
Incentives
(All income must be proven with documents.)
1.4 What Improves Affordability
Affordability improves when:
The client has low or no debt
Credit score is good
Income is stable
A deposit is paid
Loan term is longer
Interest rate is lower
1.5 What Decreases Affordability
Affordability decreases when:
The client has high debt (loans, credit cards, store cards)
Poor credit score
Irregular income
High monthly expenses
Short loan term
Higher interest rates
1.6 How Interest Rates Affect Repayments
Interest rates directly affect monthly repayments.
Higher interest rate = higher monthly repayment
Lower interest rate = lower monthly repayment
Even a 1% increase can significantly impact affordability over time.
Agents must explain that:
Most home loans are variable rate
Repayments can increase or decrease over time
1.7 How Clients Can Check Affordability
A quick affordability estimate can be done using:
Property24 affordability calculator
This gives a rough estimate, not final approval.
1.8 When to Send for Pre-Qualification
Send a client for pre-qualification when:
Income details are confirmed
Clear copy of ID received.
Pre-qualification helps:
Set realistic expectations
Avoid wasting time on unsuitable properties
- And MOST IMPORTANTLY so you can recommend the best property to them.
SECTION 2: ITC (CREDIT) REPORTS
2.1 What Is an ITC Report?
An ITC (credit) report shows:
Credit score
Payment history
Existing debt
Defaults, judgments, or debt review
Banks use this to assess risk.
2.2 How to Interpret an ITC Report (Basic Level)
Key things to look for:
Credit score range
Active accounts
Missed payments
Defaults or judgments
Debt review status
Agents do not analyse in detail, but must understand red flags.
2.3 Good vs Bad Credit Scores
Good Credit Profile:
Payments up to date
Low debt usage
Long, stable credit history
Bad Credit Profile:
Missed payments
Defaults
Judgments
Debt review
A bad score does not always mean no, but it limits options.
2.4 Advising Clients on Improving Their Credit Score
Agents may advise clients to:
Pay accounts on time
Reduce outstanding balances
Avoid taking new debt
Settle defaults where possible
Agents must never promise approval.
2.5 Debt Review, Defaults & Judgments (Simple Explanation)
Debt Review:
A legal process where a client cannot take new credit. Banks will not approve bonds while under debt review.
Default:
An unpaid account that has fallen seriously behind.
Judgment:
A court ruling against a client for unpaid debt.
These must be cleared before bond approval is possible.
SECTION 3: REQUIRED DOCUMENTATION
Correct documents speed up approvals and prevent rejections.
3.1 Salaried Clients (Fixed Income)
Required documents:
Certified copy or clear photo of ID
3–6 months latest bank statements
3 months latest payslips
Proof of address
3.2 Commission Earners
Because income fluctuates, more proof is required.
Required documents:
Certified copy or clear photo of ID
6–12 months latest bank statements
6–12 months payslips
Breakdown of commission structure
Average commission calculation
Banks will assess average income, not best month.
3.3 Self-Employed Clients
Self-employed applications require more documentation.
Required documents:
Certified copy or clear photo of ID
CIPC registration documents
6 months personal bank statements
6 months business bank statements
Personal financial statements
Business financial statements
Management accounts
Letter from accountant confirming income
Self-employed clients take longer to approve and must be managed carefully.
DAY 3 – THEORY QUESTIONS
Affordability
Explain how affordability is calculated when a client applies for a home loan. In your answer, include the difference between gross income and net income.Repayment-to-Income (RTI)
What is RTI, and why is it important for both the client and the bank?Interest Rates
How do changes in interest rates affect a client’s monthly bond repayment?Required Documentation
List the key documents needed for:
A salaried client
A commission earner
A self-employed client
DAY 4 – SYSTEMS, TOOLS & INTERNAL PROCESSES
Day 4 focuses on the systems and tools agents use daily, how agents are expected to work as full-time consultants, and how to manage leads professionally across platforms without creating compliance or performance issues.
The goal of Day 4 is consistency, accountability, and professionalism.
SECTION 1: FILE MANAGEMENT & DOCUMENT CONTROL (Dropbox)
Agents are required to store and manage client documents correctly to ensure smooth submissions and avoid delays or lost applications.
1.1 Purpose of Proper File Management
Correct file management ensures:
Faster bank submissions
Fewer errors and rejections
Clear tracking of client progress
Compliance with internal processes
Poor file management leads to:
Delayed approvals
Missing documents
Duplicate work
Lost commission opportunities
1.2 Folder Structure (Standard Practice)
Each client must have their own folder, clearly named using:
Client Name
Example:
J.DlaminiInside each client folder, documents should be ordered logically including:
ID
- Affordability summary
- ITC Form
Bank Statements
Payslips / Income Proof
OTP Coversheet
1.3 File Naming Rules
Always rename files before uploading.
Bad example:
IMG_4578.jpg
Screenshot_2024.pdfCorrect example:
2. ID3. AFFORDABILTY SUMMARY
4. ITC
5. PAYSLIP 08
5.1 PAYSLIP 09
5.2 PAYSLIP 10
6. BANK 1 AUGUST – 1 SEPTEMBER
6.1 BANK 1 SEPTEMBER – 1 OCTOBER
6.2 BANK 1 OCTOBER – 31 OCTOBER
Rules:
No screenshots if possible
Files must be clear and readable
Do not upload duplicate or outdated documents
SECTION 2: FULL-TIME AGENT PROCESS & EXPECTATIONS
Agents are expected to operate as professional, full-time sales consultants.
2.1 Daily Agent Responsibilities
Agents are expected to:
Respond to new leads promptly
Follow up with existing leads daily
Keep client notes updated
Communicate progress clearly with management
Being “busy” is not an excuse for poor communication or missed follow-ups.
2.2 Lead Management Expectations
Agents must:
Contact leads as soon as they are received
Record outcomes of each call
Schedule follow-ups
Avoid abandoning leads without feedback
Every lead represents a real person and a real opportunity.
2.3 Performance Monitoring
Agents may be monitored on:
Lead response time
Follow-up consistency
Submission quality
Communication with clients and managers
This is not micromanagement — it is quality control.
SECTION 3: OOBALINK (Bond Originator System)
3.1 What Oobalink Is
Oobalink is an online application system used by OOBA Home Loans to submit bond applications to multiple banks simultaneously.
OOBA works with:
FNB
Standard Bank
ABSA
Nedbank
This allows clients to receive multiple offers and choose the best option.
3.2 Agent Responsibility with Oobalink
Agents must:
Ensure client details are correct before sending links
Explain the process clearly to clients
Assist clients who struggle with the online system
Agents should never rush clients through this process.
3.3 Common Client Issues
Clients may:
Struggle with passwords
Not understand the “Skip for now” process
Panic when seeing long forms
Agents must reassure clients and guide them calmly.
SECTION 4: WHATSAPP BUSINESS & COMPLIANCE
4.1 WhatsApp Business Setup
Agents should use WhatsApp Business professionally:
Proper business name
Professional profile picture
Clear description
This builds trust and credibility.
4.2 WhatsApp Spam & Blocking Risks
WhatsApp can block numbers automatically.
Actions that can cause blocks:
Sending bulk messages too quickly
Copy-pasting the same message repeatedly
Messaging clients without consent
Sending links immediately
Multiple messages with no response
4.3 WhatsApp Best Practices
Personalise messages
Space out follow-ups
Limit follow-ups if no response
Keep messages short and relevant
Always remind clients who you are
Example:
“Hi John, this is Steve from Green Eye Housing. Just checking in regarding your affordability check. Let me know when it suits you.”SECTION 5: PRACTICAL TRAINING & ROLEPLAY
Day 4 includes guided practical exposure.
5.1 Call Simulations
Agents may practice scenarios such as:
Clients who qualify
Clients who do not qualify
Self-employed clients
Passport holders
Married clients
Clients working abroad
5.2 OTP Walkthrough
Agents must understand:
What an OTP (Offer to Purchase) is
Why it is required
How it links to bank submission
Where to find the OTP cover sheet
How to submit it with supporting documents
5.3 Viewing Walkthrough
Agents must know:
When to book a viewing
Why agents must attend viewings personally
How to use site maps
How to show similar units if exact units are not built
Why arriving early matters
5.4 Handling Difficult Clients
Agents must:
Stay calm
Listen without interrupting
Acknowledge emotions
Redirect the conversation professionally
Escalate serious issues to management when necessary
DAY 4 – SYSTEMS & PROCESS KNOWLEDGE TEST
Instructions:
Answer the following questions based on your understanding of Day 4 training content.1. Why is proper file naming and folder structure important when uploading client documents?
(Explain one or two reasons.)2. Name two common mistakes that can delay a client’s bank submission due to poor document management.
3. What is Oobalink and why is it used instead of applying to only one bank?
4. List two responsibilities an agent has when sending an Oobalink application to a client.
5. Name two actions that could cause WhatsApp to block an agent’s number.
6. Why is it important for agents to attend client viewings in person?
7. How should an agent handle a client who is frustrated or difficult on a call?
(Name one correct approach.)DAY 5 – FLISP (FIRST HOME FINANCE) & FINAL READINESS CHECK
Day 5 focuses on FLISP (First Home Finance), how it links to affordability, and ensuring agents are confident explaining the full buying process to clients in simple, understandable language.
The goal of Day 5 is clarity, confidence, and readiness.
SECTION 1: FLISP (FIRST HOME FINANCE)
1.1 What is FLISP?
FLISP, also known as First Home Finance (FHF), is a South African government housing subsidy designed to help first-time home buyers afford a home by reducing the cost of the property or lowering monthly bond repayments.
FLISP is not a loan.
It does not need to be repaid.1.2 Who Qualifies for FLISP?
To qualify, a client must:
Be a South African citizen
Be 18 years or older
Be purchasing their first residential property
Earn a basic income between R3,500 and R22,000 per month
Have an approved and signed home loan from a bank
FLISP cannot be approved without a home loan approval.
1.3 How Much Can a Client Receive?
The amount a client qualifies for depends on their basic income and is calculated according to a government-approved sliding scale.
Higher basic income = lower FLISP amount
Lower basic income = higher FLISP amountFLISP amounts can be as high as R169,000 (subject to current government tables).
1.4 How FLISP Improves Affordability
FLISP can:
Reduce the purchase price of the home
Lower the monthly bond repayment
Help clients qualify for better properties
Reduce or eliminate deposit requirements
FLISP should always be included in affordability calculations if the client qualifies.
1.5 FLISP Documents Required
Typical FLISP documentation includes:
Certified ID copy of applicant
Certified birth certificates of dependents (if applicable)
Latest 3 months payslips
Latest 3 months bank statements
Pages 5 and 6 of the FHF application form
Dependent affidavit
Confirmation of FHF subsidy affidavit
Relationship affidavit (if applicable)
1.6 FLISP Application Process
Applications are submitted through OOBA Home Loans
OOBA submits on behalf of the client
Only FNB clients may interact directly with the FNB FHF department
All other follow-ups are handled internally
1.7 FLISP Timelines
FLISP is a government process and timelines vary.
Typical response time:
1 to 3 months
Agents must manage expectations and reassure clients throughout the process.
SECTION 2: EXPLAINING FLISP TO CLIENTS (SIMPLE LANGUAGE)
Agents must avoid technical language.
Correct explanation example:
“This is a government housing benefit for first-time buyers. If you qualify, it helps reduce the cost of your home or your monthly repayment.”Avoid:
Overloading clients with numbers
Using legal or financial jargon
SECTION 3: FINAL READINESS OVERVIEW
By Day 5, agents should confidently understand:
The full sales cycle from lead to handover
How affordability, credit, and FLISP work together
How to explain the buying process clearly to clients
What documents are needed at each stage
Agents are not expected to know everything — they are expected to know where to get help and when to ask.
SECTION 4: DAY 5 – KNOWLEDGE CHECK
Instructions:
Answer the following questions based on Day 5 training.1. What is FLISP and how does it help first-time home buyers?
2. Can a client receive FLISP without a home loan? Explain why or why not.
3. Name two ways FLISP can improve a client’s affordability.
4. What income range qualifies a client for FLISP?
5. Why is it important to explain FLISP in simple language to clients?