agent handbook and policy manual · table of contents identity, mission, vision, ideals and...

Revised 5-2016

Agent Handbookand Policy Manual

Table of ContentsIdentity, Mission, Vision, Ideals and Operating Principles .................................................................1

Advertising and Marketing ............................................................................................................................3 Advertising ................................................................................................................................................................. 3 Advertising Guidelines .......................................................................................................................................... 3 Marketing and Promotional Pieces ................................................................................................................. 4 Color Copies ............................................................................................................................................................... 4 Web Site ....................................................................................................................................................................... 4 Company Announcements .................................................................................................................................. 4

Agency Disclosure/Exclusive Designated Agency ..................................................................................5 Agency Disclosure ................................................................................................................................................... 5 Exclusive Designated Agency ............................................................................................................................. 5 In-House Transactions .......................................................................................................................................... 6 ConfidentialInformation ..................................................................................................................................... 7

Alcohol, Controlled Substances and Smoking .........................................................................................8 UseofAlcoholicBeveragesandDrugs ........................................................................................................... 8 Smoking ....................................................................................................................................................................... 8

Associate Expenses ..........................................................................................................................................9 AgentBilling .............................................................................................................................................................. 9 MandatoryDues,FeesandOtherCharges .................................................................................................... 9 SubdivisionsorCommercialBusinesses ....................................................................................................... 9

Broker Supervision ....................................................................................................................................... 10 BrokerObligationsandResponsibilities .....................................................................................................10

Building and Office Use ................................................................................................................................ 11 OfficeEquipmentandSupplies .......................................................................................................................11 OvernightDeliveries ............................................................................................................................................11 Computers,ElectronicEquipment,VoiceMailandE-Mail ..................................................................11 BuildingUseandParkingArea ........................................................................................................................12 ClosingtheOffice ...................................................................................................................................................12 OfficeHours,HolidaysandVacations ...........................................................................................................12

Buyer Agency Services ................................................................................................................................. 13 BuyerAgencyContracts .....................................................................................................................................13 BuyerAgencyResponsibilitiesandServices .............................................................................................13

Table of Contents (continued)

Closing Department ........................................................................................................................................................................... 14 ClosingStaff ............................................................................................................................................................................................................14 Previous Title Insurance ...................................................................................................................................................................................14 Earnest Money Deposits ....................................................................................................................................................................................14 Pending/CompletedOffers .............................................................................................................................................................................. 15 ReferralFees .......................................................................................................................................................................................................... 15 Title Work ................................................................................................................................................................................................................16 ClosingInformation .............................................................................................................................................................................................16 Agent’sRoleintheClosingProcess ..............................................................................................................................................................16 RushClosingNotificationFileSubmitted ..................................................................................................................................................17 MiscellaneousClosingInformation ..............................................................................................................................................................17

Contests and Award Programs ...................................................................................................................................................... 18 Contests and Award Programs ......................................................................................................................................................................18

Cooperating With Other Brokers .................................................................................................................................................. 18 GLARBrokers .........................................................................................................................................................................................................18 LocalNon-MemberBrokers/Out-of-AreaBrokers ................................................................................................................................18

Disputes ................................................................................................................................................................................................. 19 Agent Disputes .......................................................................................................................................................................................................19 DisputesWithOutsideParties .......................................................................................................................................................................19 Client or Customer Complaints ......................................................................................................................................................................19

Dress Code ............................................................................................................................................................................................ 20 ProfessionalAttire ............................................................................................................................................................................................... 20

Floor Time ............................................................................................................................................................................................. 20 Floor Time Responsibilities ............................................................................................................................................................................ 20 Realtor® on Call .................................................................................................................................................................................................... 20

Gifts, Rebates and Incentives ......................................................................................................................................................... 20

Incoming Referrals ............................................................................................................................................................................. 21 ProcedureforHandlingIncomingBrokertoBrokerReferrals .......................................................................................................21 CommunicationRequirements.......................................................................................................................................................................21 Corporate Inventory Listings ..........................................................................................................................................................................21 Home-MarketPhase ........................................................................................................................................................................................... 22 Inventory Property ............................................................................................................................................................................................. 22

Insurance Requirements .................................................................................................................................................................. 23Automobile Insurance ................................................................................................................................................................................................ 23Risk Management ......................................................................................................................................................................................................... 23


Laws and Ethics ................................................................................................................................................................................... 24 Equal Opportunity .............................................................................................................................. 24 Antitrust Compliance – Commission Rates and Fees ....................................................................... 24 Professional Standards ...................................................................................................................... 25 Sexual Harassment ............................................................................................................................ 25 ConfidentialInformation .................................................................................................................... 26 Appraising Property ........................................................................................................................... 26

Listing Policies and Procedures ..................................................................................................................................................... 27 Listing Contracts ................................................................................................................................ 27 Listing Agent Responsibilities ........................................................................................................... 27 Listing Agent Services ....................................................................................................................... 28 New Construction/Build Jobs and Other Non-List Sales .................................................................. 28 Open Houses ..................................................................................................................................... 29 Key Boxes ............................................................................................................................................ 9 Visual Tours ...................................................................................................................................... 29 Community Giving Program.............................................................................................................. 29

Networking Meetings ......................................................................................................................................................................... 30 Business Meetings ............................................................................................................................. 30

Outgoing Referrals .............................................................................................................................................................................. 30 Placement ........................................................................................................................................... 30 Procedure ........................................................................................................................................... 30 Compensation .................................................................................................................................... 30

Pending Sales ........................................................................................................................................................................................ 31 Reporting Pending Sales ................................................................................................................... 31

Personal Assistants to Agents ........................................................................................................................................................ 31 Requirements .................................................................................................................................... 31

Personal Sales and Purchases ........................................................................................................................................................ 32 State of Michigan – Licensing and Regulation Law/Rules .............................................................. 32

Quality Service Certification ........................................................................................................................................................... 34 QualityServiceCertifiedDesignation ............................................................................................... 34 Customer Satisfaction Rating ............................................................................................................ 34 Quality Service Guarantee ................................................................................................................. 34

Relocation Referrals........................................................................................................................................................................... 35 IncomingReferrals ............................................................................................................................. 35 AgentQualificationsandRequirements ............................................................................................ 35


Rentals and Property Management...................................................................................................... 36 Property Management ....................................................................................................................... 36 Rentals ................................................................................................................................................ 36 Agent Owned or Managed Rentals .................................................................................................... 36Signs ........................................................................................................................................................................................................ 37 For Sale Signs .................................................................................................................................... 37 Open House Signs .............................................................................................................................. 37 DirectionalSigns ................................................................................................................................ 37Status of Associate Brokers and Sales Associates ................................................................................................................... 38 IndependentContractors ................................................................................................................... 38 Authority to Bind Company .............................................................................................................. 38 Responsibilities of Company Agents ................................................................................................. 38 Compensation of Agents .................................................................................................................... 39 Termination/DepartureofAgents ...................................................................................................... 39E-mail Policy .......................................................................................................................................................................................... 40Social Media Policy and Guidelines ............................................................................................................................................... 41 Introduction ........................................................................................................................................ 41 What is Social Media? ....................................................................................................................... 41 WhatDoesThisPolicyandGuidelinesCover? ................................................................................ 41 WhyDoWeHaveThisPolicyandGuidelines? ................................................................................ 41 SocialMediaPolicyforTomieRaines,Inc. ...................................................................................... 42 Introduction ........................................................................................................................................ 42 Background ........................................................................................................................................ 42 Policy ................................................................................................................................................. 42 Managing Social Media Sites ............................................................................................................ 42 ImpactfromSocialMediaPolicy ..................................................................................................... 42 SocialMediaGuidelinesforTomieRaines,Inc. ............................................................................... 43 OtherImportantConsiderations ......................................................................................................... 44 Popular Social Media Sites ................................................................................................................ 45 Major Social Media Sites ................................................................................................................... 45 Major Real Estate Social Networking Sites ....................................................................................... 45 Social Book Marking Sites ................................................................................................................ 45Teams ...................................................................................................................................................................................................... 46Transactions ......................................................................................................................................................................................... 46Handling Offers and Counter Offers ........................................................................................................ 46Multiple Offers ......................................................................................................................................... 47Funds Held in Escrow .............................................................................................................................. 47Recommendations for Title Evidence and Legal Advice ......................................................................... 48Recommendations for Other Professional Advice ................................................................................... 48

Vacations and Absences ................................................................................................................................................................... 48


Appendix A ............................................................................................................................................................................................ 49 CodeofEthicsandStandardsoftheNATIONALASSOCIATIONOFREALTORS® .................... 49 Preamble ............................................................................................................................................ 49 DutiestoClientsandCustomers ....................................................................................................... 50 DutiestoPublic .................................................................................................................................. 55 DutiestoREALTORS® ..................................................................................................................... 59 Explanatory Notes .............................................................................................................................. 63

Appendix B and C ................................................................................................................................................................................ 64 QSC–BuyerCertificate .................................................................................................................... 66 QSC–SellerCertificate .................................................................................................................... 68

Appendix D ............................................................................................................................................................................................ 70

Appendix E ............................................................................................................................................................................................. 72

Our Identity: Who we are.Wearetheleadersinprovencustomerserviceforourclientsandsupportforouragents.

Our Mission: What we do.Wedifferentiateourselvesbylisteningtoourclientsandouragents,andestablishingmutuallyagreedupon

expectations.Weperformasagreeduponandmeasureourperformance.Wepartnerwithouragentstobuildanenvironmentforsuccess,whichincludesindustryleadingtools,programs,productsandservices,aswellasagent

businessplanning,coaching,counselingandaccountability.

Our Vision: Why we do it.Tobecomethefirstchoiceforhomebuyersandsellersandthedestinationforhighperforming

customer centered agents.

Our Ideals and Operating Principles: How we do it.Wesucceedbecauseourdecisionsandactionsareguidedbythesevaluesandoperatingprinciples:

1. Partnership • Wecollaboratewithouragentsandcustomersformutualsuccess.Weworktogethertoexecuteagreeduponplans. • Welistenattentivelytoclarifyandunderstandtheneeds,wants,hopesanddreamsofourpartnersandcustomers. • Wehonestlyexplainoptions,opportunities,problems,limitsandpossibilities;thenestablishmutualexpectations. • Wecommunicateclearlyandfrequently,shareinformation,askquestions,speakthoughtfullyandbuildonideas. • Weconsidertheimpactofeverydecisiononthecustomerandeveryoneinthecompany. • Wevaluealldifferentviewpoints.Welearnfromeachother.Weteach,coachandlisten. • Wecreateaprofessionalenvironmentofserviceandperformance.

2. Performance • Wedemonstrateinformed,involvedandthoughtfulleadershipatalllevelsoftheorganizaton. • Weanalyzeandanticipatetrendsandopportunities.Weareproactivevs.reactive. • Wefocusontheimportantovertheurgent.Wedonotdowhatdoesnotcontributetoourobjectives. • Wesimplifyprocesses. • Weputtherightpeopleintherightplaces. • Wegrowpeopletomaximizesatisfactionandcontribution. • Wecontinuouslyseekandusefeedbacktoenhanceourrelationships,ourservices,ourproductsandourperformance. • Weareresultsdrivenbutneverattheexpenseofourintegrity.

3. Professionalism • Wealwaysdowhat’sright. • We walk our talk. • We document expectations and keep our promises. • Wetakeresponsibilityforoutcomes. • Wetellthetruthandacknowledgeourerrors. • Wecontinuouslyeducateourselvestostayaheadofthemarket;toidentifyopportunities;toanticipateconsumer needs;todevelopcuttingedgetools,programsandservices;andtomaintainourexpertise. • Weholdeachotherandourselvesaccountableforourdecisionsandactions.

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ADVERTISING AND MARKETINGA. ADVERTISING 1. CompanyandagentadvertisingwillconformtotheTruth-in-LendingLaw,FairHousingLaws,andapplicable regulationsoftheOccupationalCode. 2. TheCompanyhasthesolerighttodecideuponwhattheCompanywilladvertiseandwhattype,styleand formtheadvertisingwilltake.

B. ADVERTISING GUIDELINES 1. LANSINGSTATEJOURNALOPENHOUSEDISPLAYAD a. ThedeadlineforallSundayadsis5:00pmonMonday. b. AdsmayberequestedbyeitherleavingamessageonMarieMiller’svoicemail(x109)ore-mailingat [email protected]. c. Afirstproofwillbee-mailedtoallagentsby5:00pmonTuesdayandthefinalproofby5:00pmon Wednesday.Alladditionsmustbeinbefore4:00pmWednesday. d. Agentsareresponsibleforproofingthead.Errors,changesinwordingordeletionsshouldbebroughtto Marie’sorTimHurst’sattentionimmediately,2:00pmonThursdayisthechangedeadline. e. Theadwillbefinalat3:00pmonThursdayandnocorrectionscanbemadepastthispoint.

3. INDIVIDUALADS a. Agentsmayplacetheirownadsinanypublicationattheirownexpensebutmanagementmustapprove all agent generated advertising or promotional material. b. TheBerkshireHathawayHomeServiceTomieRainesREALTORS®logoshallappearonallmarketing pieces,includingitemssenttoindividualclients/customers.Thecompanylogoshallappearno smallerthan35%oftheagent’slogo,ifoneexists,ortheagent’sname.Agentsareremindedthat theinclusionofthebroker’scompanynameisalegalrequirement.

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C. MARKETING AND PROMOTIONAL PIECES 1. Management must approve all agent-generated advertising and/or promotional material. 2. Associatesareresponsibleforthecostofpreparation,materialsandpostageforallmassmailingsof marketing and promotional pieces. 3. Associatesmayusethecompany’sgraphicdesigner,TimHurst,todevelopandproducepromotionalmaterial. Development/designserviceswillbepaidforbytheCompanyandagentswillbebilledforanyprintingcosts. 4. Upto150introductoryletterswillbeprovidedbytheCompanyforanyqualifiedagentwhojoins theCompany. 5. Theagent’snamemustbeontheenvelopewiththereturnaddressforanymailthatistobemetered. Mailwithoutanagentnameorinitialsclearlymarkedontheenvelopewillnotbemailedandwill behelduntilanagentcomestoclaimit.

D. COLOR COPIERS 1. Agentsmustuseacodetooperatethecolorcopymachines.Thiscodecanbeobtainedfromthe AdministrativeStaff. 2. Agentsareexpectedtohaveastaffmemberinstructthemintheoperationsofthecolorcopymachine thefirsttimetheyuseit,andeachtimethereafteruntilsuchpointwheretheagentiscomfortableoperating themachineonhis/herown. 3. Thechargepercopymadeonthecolorcopieris$.10,billedtotheagentmonthly. 4. Agentisresponsibleforloggingoffafterusingthecopiertopreventothersfromchargingcopiesto theiraccount. 5. Agentsshouldnotattemptcopymachinerepairsthemselves.

E. WEB SITE (www.tomieraines.com) 1. AlllistingswillbeautomaticallydownloadedfromtheIDXdatafeedtotheCompanywebsite. 2. Managementmustapprovethecontentofanypersonalagentwebsitesalongwithlinkstootherwebsites. 3. Eachagentisresponsibleformakingsurehis/hercontactinformationispostedonthewebsitecorrectly, ifchangesneedtobemadepleasenotifyTimHurst,inmarketing. 4. AllAgentsmusthaverelativelycurrentcolorphotosonthewebsite.Anynewphotosmustbesubmittedto TimHurstonCD.Thephotoondiskmustbeatleast4by6and300dpi.

F. COMPANY ANNOUNCEMENTS 1. Agentsarenotifieddailyviae-mailofnewlistingsandpriceadjustments.Thisinformationisautomatically communicatedandtheagentdoesnothavetorequesttheannouncementofanewlistingorpricechange. 2. Agentsareexpectedtoreadthedailyannouncementseveryweekday. 3. MostcompanyinformationisavailableontheCompanyintranetsiteTRIAGENTS.COMandagentsare expectedtoreviewpostedinformationregularly.

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AGENCY DISCLOSURE / EXCLUSIVEDESIGNATED AGENCYA. AGENCY DISCLOSURE 1. AsofJanuary1,1994,Michiganlawrequiresthat:“Alicenseeshalldisclosetoapotentialbuyerorsellerall typesofagencyrelationshipsavailableandthelicensee’sdutiesthateachagencyrelationshipcreates,prior tothedisclosurebythepotentialbuyerorsellertothelicenseeofanyconfidentialinformationspecific tothatpotentialbuyerorseller.”Thedisclosureofthetypeofagencyrelationshipshallbeinwritingon formsprovidedbyTRI.

B. EXCLUSIVE DESIGNATED AGENCY 1. BerkshireHathawayHomeServicesTomieRainesREALTORS®, is a Designated Agency Company. Its agents willonlypracticeDesignatedAgency,andtheywillexplainDesignatedAgencytoallpotentialclients.

2. TheCompanywillnotrepresentaclientwhodoesnotwishtoenterintoaDesignatedAgencyrelationship. ApotentialbuyerwillalwaysbetreatedasaclientofthefirmunlessanduntilthatbuyersignsaBuyer AgencyContract,whichprovidesforDesignatedAgency.

3. AgentswhohaveLicensedAssistantsshouldhaveboththeagentandtheLicensedAssistantsnamedas DesignatedAgentsintheListingContract,BuyerAgencyContract,andAgencyDisclosure.Likewise,all teamsmustlistallmembersoftheteamasdesignatedagents.

4. TheAgencyDisclosureFormmustbepresentedtoclientsandcustomersasrequiredbyMichiganLaw.

a. Thedisclosuremustbefullyexplainedtothebuyerandseller.Allsellersshouldsigntheagency disclosurepriortodisclosinganyconfidentialinformationoratthetimeoflisting.

b. Allbuyersshouldsigntheagencydisclosurepriortodisclosingconfidentialinformationorbeingshown homesandalwayspriortowritinganoffer.TheAgencyDisclosurehasaparagraphdescribing DesignatedAgencyandtwo(2)optionsunder“AffiliatedLicenseesDisclosure.”AffiliatedLicensees areallofthelicenseeswithinthesamefirmasthelicenseeprovidingtheagencydisclosure.TRIagents willalwayscheckoptionnumberone(1)under“AffiliatedLicenseeDisclosure”aswellaschecking theappropriateoptioninthesectionaboveit.

5. Supervisorybrokers’names(DebbieBarnett,KarenSelin,orJimWeese)mustbelistedonallDesignated AgencyaddendumstoListingandBuyerAgencyContracts.

6. TheCompanyandtheDesignatedAgentwillonlyactasaBuyer’sAgentwithasignedBuyerAgency Contract.IfabuyerisunwillingtoenterintoaBuyerAgencyContract,theagentmustworkwiththebuyer asiftheagentisasubagentoftheseller.

7. DesignatedAgentsrepresentingasellershallnotdiscloseconfidentialinformationaboutthesellertoany subagentoragentworkingwithacustomerwhetherthatsubagentisin-houseorwithanotherfirm.

8. For BerkshireHathawayHomeServicesTomieRainesREALTORS®,andtheDesignatedAgenttobecome aBuyerAgent,thebuyermustsignaBuyerAgencyContract.Thesupervisorybrokers’names(Debbie Barnett,KarenSelinandJimWeese)arepre-printedontheBuyerAgencyContract.Whentheyshow in-houselistingsandbeforeanyofferismadeorpresented,agentsmustadvisebuyerclientsthattheir supervisorybrokersrepresentboththebuyerandtheseller.

9. Atthetimeasellersignsalistingagreement,thesellermustalsosignadesignatedagencyaddendumto ListingContract.”Beforeanyofferismadeorpresented,theagentmustadvisethesellerifapotentialbuyer isanin-housebuyerandthattheirsupervisorybrokersrepresentboththebuyerandtheseller.

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10.AllBuyerAgencyDisclosuresandBuyerAgencyContractsmustbeturnedintomanagementwithin2days ofsigning.Managementwillsigntheforms,acopywillbemadefortheagentfilesandtheoriginalwill bereturnedtotheagent.ThisimportantstepwillprotectBHHSTRshouldwebeauditedbytheState ofMichigan.Also,thecontractisnotbindinguntilthemanagerhassigned.

C. IN-HOUSE TRANSACTIONS 1. A disclosed dual agency agreement must be signed by all buyers and sellers anytime BerkshireHathaway HomeServices Tomie Raines REALTORS®isrepresentingboththebuyerandseller.Buyersmustsignthis formpriortomakinganofferonaBHHSTRlisting.Sellersmustsignthisformpriortotheofferbeing presentedtothemwhenthebuyerisrepresentedbyanyBHHSTRagent.

a. Eachagentisresponsibleforexplainingtohis/herclientassoonaspossiblethatthisisanin-house listingandthat,accordingly,thefirmrepresentsbothsidesofthetransaction,andshallassumethe brokerdiscloseddualagencyroleasfollows:

1. TheCompanyre:managingbrokerwillnotknowinglyrepresenteitherBUYERorSELLERtothe detrimentoftheother;and

2. BUYERandSELLERshallprimarilynegotiateontheirownbehalfandtheCompanyshallceaseto serveastheexclusiveagentofeithertheSELLERortheBUYERandshallassumearoleasan intermediary,facilitatorand/ormediatortoassistbothBUYERandSELLERinthetransaction;and

3. TheCompanyre:managingbrokershallnotdisclosetotheBUYERthattheSELLERmightaccepta priceotherthanthelistingpriceorSELLER’sflexibilityastoothermaterialfinancingterms,nor shallCompanydisclosetoSELLERthatBUYERmaybewillingtopayahigherpriceoraccept lessfavorabletermsthanindicated;and

4. Exceptastodisclosurerequiredbylaw,theCompanyre:managingbrokershallnotdiscloseto BUYERorSELLERpersonalconfidencesconcerningoneanotherthatmightplaceeitherpartyata disadvantage.

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D. CONFIDENTIAL INFORMATION 1. ADesignatedAgentshallnotdiscloseconfidentialinformationtoanyoneinoroutsidethefirmotherthan thesupervisorybrokers.AllBHHSTRagentsshallabidebythefollowing:

a. ListingAgentsshouldbehaveasthoughallotheragentsareBuyerAgentswithbuyer-clientsinterested intheirlistingsand,likewise,BuyerAgentsshouldbehaveasthoughallothersalesagentsarelisting agentswithpropertiestheirbuyerswanttobuy.

b. Accesstopendingfilesislimitedtomanagement.

c. Confidentiallistinginformationisnottobekeptinofficelistingfiles.

d. Ifconfidentialinformationiscomingbyfax,theagentshouldtakethestepsnecessarytoprotectthe client’s interest.*

e. Agentsshouldrestrictcommentsandinformationexchangesduringsalesmeetingsandpropertytours topreventthedisclosureofpossibleconfidentialinformation.Agentsshouldassumethattheseller issittingnexttohim/herinthemeeting.

f. AgentswilleducatesellerstotreatALLsalesassociatesasthoughtheyareaBuyer’sAgent.

g. Agentswillnotrepeatconfidentialinformationthattheyhaveheard.

*UseDIDfaxwheneverpossible.

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ALCOHOL, CONTROLLED SUBSTANCESAND SMOKINGA. USE OF ALCOHOLIC BEVERAGES AND DRUGS 1. Noagentistodrinkanyalcoholicbeveragewhileconductingtheirrealestatebusiness.

2. Druguseofanykind,exceptformedicinesprescribedbyaphysician,isstrictlyprohibitedatalltimes.

3. Companypersonnelmaynotusetheofficesandmaynotconductbusinessiftheyareundertheinfluenceof alcoholordrugs.

4. Ifanagentorstaffmemberbelievesthatanotheragentorstaffmembermaybeundertheinfluenceofdrugs oralcohol,theyaretoreportthisinformationtomanagementimmediately.

B. SMOKING 1. BerkshireHathawayHomeServicesTomieRainesREALTORS®,iscommittedtothehealthandsafetyofall employeesandIndependentContractors.Intheinterestofprovidingahealthyandsafeworkenvironment, BerkshireHathawayHomeServicesTomieRainesREALTORS®,hasbeenentirelysmoke-freesinceits inceptionin1977.ItisnotthepurposeofBerkshireHathawayHomeServicesTomieRainesREALTORS® to takeissuewiththesmokingpreferencesofindividuals,butratheritistheresponsibilityofmanagement toprovideahealthyandsafeworkplacewhilemaintainingaprofessionalatmosphere.

2. SmokingisprohibitedonCompanypremises.

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ASSOCIATE EXPENSESA. AGENT BILLINGS 1. Agentsarebilledatthebeginningofthemonthforallchargesincurredinthepreviousmonth.Agentswill completeaformforautomaticchargestoacreditordebitcard.Cardswillbechargedduringthelastweek ofthemonth.

2. Intheeventyourcreditordebitcardpaymentisdeclined,wewillexpectpaymentwithin7dayswithanew creditcard,debitcardorcheck.

B. MANDATORY DUES, FEES AND OTHER CHARGES 1. Thefollowingduesandfeesarethesoleresponsibilityoftheassociateandarenotpaidthroughthe Company.

a. NationalAssociationofRealtors(NAR)membershipdues

b. MichiganRealtors(MIR)membershipdues

c. GreaterLansingAssociationofRealtors(GLAR)membershipdues

d. MultipleListingService(MLS)fee

e. CostofcontinuingeducationrequiredbytheMichiganOccupationalCode

2. BerkshireHathawayHomeServicesTomieRainesREALTORS®,chargesamonthlyagentsupportfeeto agents.AsofNovember2009thefeeis$100.00. TheCompanyreservestherighttochangethisfeeatanytime.

3. BerkshireHathawayHomeServicesTomieRainesREALTORS®chargesaonceyearlytechnologyfeeof $150.00inJuly.TheCompanyreservestherighttochangethisfeeatanytime.

4. BerkshireHathawayHomeServicesTomieRainesREALTORS®collectsa6%franchisefeewhichistaken offthetopofthegrosscommissionpaidtothecompanypriortotheagent’ssplitwiththecompany.

C. SUBDIVISIONS OR COMMERCIAL BUSINESSES 1. AgentsdealingwithsubdivisionsorcommercialbusinessesmusthavetheapprovalofDebbieBarnettprior toincurringexpensesforsignsorotherpromotionalitemsthattheagentanticipatesthecompany willpayfor.

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BROKER SUPERVISIONA. BROKER OBLIGATIONS AND RESPONSIBILITIES 1. TheCompanyiscommittedtofulfillmentoftheapplicablestandardsforoversightbysupervisorypersonnel who,ataminimum,meettherequirementsputinforcebytheMichiganDepartmentofConsumerand Industry Services.

2. TheCompany’sdesignatedbroker,allassociatebrokersandallotherpersonnel,whetherornotarealestate licensee,shallcomplywiththeseminimumstandards.TheCompanyandallpersonnelmustconduct themselvesinamannerthatmeetsthesestandards.TheCompanyencourageseveryonetoactinamanner thatexceedstheseminimumstandardsinordertoassurebetterservicetotheCompany’sclientsand customersandtominimizetheriskofpotentialliability.

3. Allbrokersandassociatebrokershavingsupervisoryresponsibilityshallmaintainopen,direct communicationwithalltheCompany’sassociates.Suchcommunicationmustbedirectandconductedon aregularlyscheduledbasis.TheCompanywillmakeeveryefforttoassurethatabrokerorassociatebroker isavailableonacontinuousbasisforthepurposeofsuchcommunication.Allsalesassociatesshallcooperate fullywiththebrokerorassociatebrokerstoassurecommunicationisfullymaintained.

4. ABrokerorAssociateBrokerhavingsupervisoryresponsibilitywillbeavailableonaregularlyscheduled basisto:

a. Reviewtheworkofallassociates

b. Provide consultation to all associates

c. Furthereducateassociatesintheperformanceoftheirrealestatebusiness

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BUILDING AND OFFICE USEA. OFFICE EQUIPMENT AND SUPPLIES 1. Asharedworkroomcomputer,printers,copymachines,faxmachines,spiralbindingmachines,voicemail andtelephonesaremadeavailableforagentusebytheCompany.

2. Agentswillsupplytheirowncalculators,pens,pencils,businesscardsandotherofficesuppliesand equipmentattheirownexpense.

3. BerkshireHathawayHomeServicesTomieRainesREALTORS®hasitsowntollfreelinefor customers 866-351-3617.

EachagentisassignedaDIDorDirectIncomingDialnumber.Callerswhousethisnumberwillbypassthe receptionistandtheircallwillringattheagent’sdesk.Ifthereisnoanswerafter4rings,ortheagentis onanotherlinewhenthecallcomesin,thecallerwillbetransferredtotheagent’svoicemail.

B. OVERNIGHT DELIVERIES 1. EitherMelissaBrewerorGinnyReidneedtobeprovidedwithspecificinformationtogenerateamailing label:

A. Company and/or Contact name.

B. Completestreetaddress,suitenumber,city,stateandzipcode.

C. Telephonenumberifavailable.

2. Whencompleted,theenvelopecanbetakentoTRITitleforpickupbyUPSat3:00PM,Monday-Friday.After thattime,theenvelopecanbedroppedoffatanyUPSdropbox,includingtheonebehind1500AbbotRoad.

3. CostsvarybydeliverylocationandMelissaorGinnycangiveyouanapproximateamount.Thesewillbe billedtoyouonyourmonthlyagentbillbythecompany.

C. COMPUTERS, ELECTRONIC EQUIPMENT, VOICE MAIL, and E-MAIL 1. CompanycomputersandsomeprivatelyownedcomputersusedinCompanyofficesareconnectedtothe Company’sserver.WhenusingCompanyorprivatelyownedcomputersorotherelectronicequipment, theCompanyreservestherighttomonitorcommunicationsonsuchequipment.

2. NoCompanyorprivatelyownedcomputerusedwithintheCompanymaybeusedtoaccessinappropriate websitessuchas“adult”websites.

3. AgentsandstaffusingprivatelyownedcomputerswithintheBerkshireHathawayHomeServicesTomie Raines REALTORS®networkareexpectedtohaveupdatedvirusprotectionsoftwareontheircomputer.

4. TheCompanyreservestherighttoinspectandmonitoranyincomingandoutgoingcommunications receivedorsentbyanagenttoorfromtheCompany’spremises,orreceivedorsentbyanagentusing companyequipmentornetworks,orreceivedorsentviaamessengerorservicethatispaidfororsubsidized bytheCompany.Thisrightextendstoallinternalandexternalmail,messages,electroniccorrespondence, electronicbulletinboardaccounts,nationalelectronicmessagingserviceaccounts,andanyother correspondenceservicethatispaidforbythecompany.Inspectiononincomingandoutgoingmessages ormailmayoccuratanytimewithorwithoutnoticefromtheCompany.Monitoringunderthispolicymay proceedwithouttheemployee’sknowledge.TheCompanypresidentorherdesigneewillbetheonlypersons permittedtodosuchmonitoring.Theywillkeepconfidentialanyinformationobtainedfromsuch monitoringandshareitwithpersonswhohaveaneedtoknow.IfduringsuchmonitoringtheCompany discoversthattheagenthasviolatedthepoliciesandproceduresoftheCompany,theCompanymay,atits discretiondisciplinetheagent.

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5. Allelectronicandtelephoniccommunicationsystemssuchase-mail,fax,voicemail,andallinformation transmitted,receivedorstoredinthesesystems,isthepropertyoftheCompany.E-mailandfaxedmessages arenotprivatecommunications.TheuseofanyoftheCompany’selectronicandtelephonicequipment forthepurposeoftransmittingorreceivingpersonalinformationisstrictlyprohibited.Thecontentof e-mailandfaxmessagescanbeinterceptedandmadepublicinanumberofways.Therefore,itisimportant thatyoudonottransmitconfidentialinformationorinformationthatcouldbeembarrassingtoyouor theCompanyine-mailandfaxtransmissions.NEVERtransmitbye-mailorfax(orinanyotherwayor byanyothermeans)information,statements,oropinionsthatarelibelous,slanderous,defamatory, offensive,pornographic,inflammatory,threatening,orharassing.Ifyouwouldnotputthemessage inawrittenmemorandumtoyourfriendsandfamiliesdonotputitinane-mailorfaxmessage.

6. Agentsarenottoopene-mailmessagesotherthantheirownorthosethattheyareauthorizedtoopen. Agentsarenottofakeoraltersentorreceivede-mail,faxoranyothercommunicationssentfromor receivedintheworkplace.

7. Agentsareassignedane-mailmailboxandavoicemailmailboxandareexpectedtoregularlycheck messages.Agentsareresponsibleforkeepingtheirvoicemailmailboxescleanedupandorganized.

D. BUILDING USE AND PARKING AREA 1. CompanyofficesandconferenceroomswillbeusedonlytoconductCompanyrealestatebusiness.Anyother usemusthavepriorconsentfrommanagement.

2. Agentsareencouragedtohelpkeeptheofficelookingorderlyandprofessionalbykeepingtheirdeskand filingneat,puttingofficematerialawaywhenoutoftheoffice,andwashinganydishestheyuse.

3. Thereceptiondeskandworkroomarecommonworkspacesandshouldbetreatedwithrespectbyall employeesandagents.Agentsshouldcleanupafterthemselvesandbeconsiderateofotherswhousethe samespace.Agentswhousethereceptionistsdeskshouldleaveitcleanandorderly.

4. Agentsshouldmeetwithclientsandcustomersinthelobbyorconferencerooms,notintheprivateagent officeareasorworkrooms.

5. AgentsshouldNOTparkoutfrontinshorttermparkingspaces.

E. CLOSING THE OFFICE 1. Thereceptionistisresponsibleforclosingtheoffice,i.e.,turningoffallmachines,appliances,lockingall doorsandforwardingthephonesifapplicable.Ifanagentwishestostayintheofficeafterhours,leave thedoorunlocked,orleavelightsandequipmenton,thatagentbecomesresponsibleforsecuringtheoffice whentheyleave.(NOTE:Thelocksontheglasslobbydoorsarelocatedontheinsidebottomofthedoors)

2. Agentsworkingintheofficeafterofficehoursoronweekendsshouldkeepthedoorslockedtoprotect his/her/theirpersonalsafetyandthesafetyandsecurityoftheoffice.

F. OFFICE HOURS, HOLIDAYS & VACATIONS 1. BerkshireHathawayHomeServicesTomieRainesREALTORS®officehoursare8:30am-5:30pm.

2. Agentsarewelcometousetheofficeduringnon-officehours;howevertheyareencouragedtokeepthe doorslockedfortheirownsafety,expectedtolockthedoorswhentheyleave,andtoturnoffalllightsand appliancestheymayhaveturnedon.

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BUYER AGENCY SERVICESA. BUYER AGENCY CONTRACTS 1. BuyerAgencycontractsarethepropertyoftheCompany.

2. TheCompanyBuyerAgencypolicyshallbeincompliancewiththeOccupationalCodeandRules,and conformtotherulesoftheMultipleListingServiceoftheGreaterLansingAssociationofRealtors.

3. BuyerAgencyContractsaretobeturnedintoaCompanymanagerwithintwo(2)businessdaysofsigning withaclient.ABuyerAgencyContractisnotinforceuntilasupervisorybrokersignsit.Acopyofthesigned contractwillbeplacedintheAgent’sfile.TheoriginalwillbereturnedtotheAgent.

B. BUYER AGENCY RESPONSIBILITIES AND SERVICES 1. TheBuyerAgentmustexplainagencyrelationshipsandtheagent’sresponsibilitytothebuyer.

2. TheBuyerAgentmustfullyexplainandcompletelyfillouttheBuyerAgencyagreement,andhaveitsigned bythebuyer.

3. TheBuyerAgentisresponsibleforhavingtheQualityServiceCertifiedContractsignedandwillfollow throughanddeliverallservicesdescribedontheQualityServiceCertifiedGuarantee.

4. FollowingShowingandListingSafetyandSecurity(seeAppendixD)

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CLOSING DEPARTMENTA. CLOSING STAFF 1. TheCompanyemploystwoclosingbrokers,PaulWhiteandJimWeese.Closingbrokerswillreviewallnewly pendedoffersandmakesuggestions,ifnecessary,toensureasmoothclosing.

2. ClosingbrokerswillreviewclosingdocumentsandprovidetheCompanyassociateswithachecklistof missing or unsigned documents.

3. Allclosingsmustbeconductedunderthesupervisionofabroker/associatebrokerandshallconformto applicablelaw,includingdeliverytoallpartiesofclosingstatements,whichhavebeensignedbythe broker/associate broker.

B. PREVIOUS TITLE INSURANCE 1. Atthetimeoflisting,agentsshouldobtainacopyoftheseller’sprevioustitleinsuranceowner’spolicyor commitmentifatitlediscount/creditisdesired.Thismustbeprovidedbeforeanytitleworkisordered. Discount/creditscanbeissuedonlyforexistingpoliciesthatareunder5yearsold.

2. Titlework(atBerkshireHathawayHomeServicesTomieRainesREALTORS®)willbeorderedatthetimeof pending.Ifanagenthasreasontosuspecttheremaybetitleissuestheyarewelcometoordertitleinsurance atthetimeoflisting.

C. EARNEST MONEY DEPOSITS 1. Earnestmoneychecksmustbecollectedatthetimeanofferiswritten.Thismeansthatthecheckandthe offerwillhavethesamedate.Writinganofferthatstatesthattheearnestmoneywillbedepositedupon acceptanceisprohibited.AnyonenotfollowingthispolicymaybeinviolationofOccupationalCode 339.2512h(iv).

2. TheearnestmoneydepositcheckandtheEscrowDepositFormaretobeturnedintotheclosingdepartment within48bankinghoursfromthetimetheofferiswritten.TheEscrowDepositformmustincludethe agent’sfullname,printedlegibly.Donotincludeacopyoftheofferwiththedeposit.Donotputtheearnest moneydepositinapendingfileenvelope.

3. Agentswhoturninearnestmoneylate(after48bankinghours)willbefined$100.Fineswillbededucted fromcommissionchecks.

4. Depositsareconsideredreceivedbytheclosingdepartmentwhentheyarephysicallyreceivedinthe department.

5. Theagentisliableforanypenaltyand/orfineassessmenttotheCompanyasaresultofearnestmoneybeing turned in late.

6. Theagentisliableforanyearnestmoneydepositthatisrepresentedonabuyandsellagreementasbeing submittedwiththeoffer,butforwhichtheyhavenotcollected.

7. Ifadealfallsthrough,thebuyersrefundcheckwillbegiventotheagenttoforwardtothebuyerafterall partieshaveagreedtothereleaseofthedeposit.

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D. PENDING/COMPLETED OFFERS 1. Anofferisconsideredpendingwhenthecontractissuccessfullynegotiated,theinspectioncontingencyis removed,andwhenthecontracthasallfinalsignatures.

2. AgentsshouldturninpendingoffersintotheClosingDepartmentina“pending”envelopewithin48hours aftertheinspectioncontingencyisremoved.Thefrontoftheenvelopeshouldbefilledoutcompletely.The backoftheenvelopeisforClosingDepartmentuseonly.

3. Thependingenvelopeshouldinclude:

a. Allpages1-8oftheBuyandSellagreement

b. All addendums

c. StateofMichiganAgencyDisclosure

d. BuyerAgencyContract

e. TheMLSprintout,“LineSide”signedbybothseller(s)andbuyer(s)

f. MichiganSellersDisclosure

g. FederalLeadBasedPaintDisclosure

h. DualAgencyAddendum,whenapplicable

i. AnyotherdocumentsrequiredbytheClosingDepartment.

4. Thelistingagentshouldpullthelistingenvelope,filloutpertinentinformation,andencloseoriginalcopiesof theBuyandSellagreementandotherdocumentslistedinthepreviousparagraph.

5. SellermustsignaMortgageAuthorizationtosecurethemortgagepayoff.

6. Acompanyagentwhoisthesellingagentinaco-optransactionmustfilloutafileenvelope.Includecopiesof thecontract,alladdendums,andfullyexecutedcopiesoftheAgencyDisclosure,theMichiganSellers DisclosureandtheFederalLeadBasedPaintDisclosure.Thelistingcompanyretainsalloriginals.

7. Forin-housetransactions,theListingAgentturnsinthefileenvelopeandalldocumentsfromthe selling agent.

8. Removalofothercontingenciessuchaswellandseptic,perktests,pestandradon,canbeforwardedtothe closingdepartmentonaseparateaddendumwhentheyareremoved.

E. REFERRAL FEES 1. Anyreferralfeedueshouldbenotedonthefrontofthepending/closingenvelope.Thisappliestoreferrals fromtheRelocationDepartmentandagent-generatedreferrals.

a. Includethereferralfeepercentage,payeenameandpayeeaddressontheenvelope.

b. Allreferralsmustbepaidtoalicensedbroker.

2. Agentsshouldinformtheclosingbrokerofanyreferralfeesthataredue.

3. Agentswillbecharged$25onanycheckthatmustbevoidedandre-issuedbecauseoffailuretonotify theclosingdepartmentwhenareferralfeeisdue,whetherthereferralisgeneratedthroughtherelocation departmentorthroughapersonalsource.

4. Agentsshouldnotifytheclosingdepartmentwheneveraclientcamefromacompanysuppliedlead.

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F. TITLE WORK 1. TitleworkonCompanylistingsarealwaysorderedbytheAgentthroughTRITitleAgency.

2. LendersandotherrealestatecompaniesshouldbedirectedtoTRITitleAgencyiftherearequestions regardingtheorderingoftitlework.

3. Ifthelistingisacorporatereferralandistocloseatanothertitlecompany,includeinstructionsfromthe listingpackageyoureceived.Filloutthependingfileinformationwiththecorporateinformation

4. NotifyCarolShaheen(517-853-6300)onallcorporateinventorylistingstoreconcilebills.

G. CLOSING CONFIRMATION 1. Inordertoconfirmaclosing,TRITitleAgencymustreceive:

a. Notificationfromthelenderthatthepurchaserisformallyapproved

b. Thependingfile

c. Mortgagepayoff(s)

d. Notificationthatrequirementsontitleworkhavebeenmet

H. AGENT’S ROLE IN THE CLOSING PROCESS 1. Theagentwillpassallinformationconcerningtheclosingtotheclosingdepartmentinatimelymanner.

2. TheagentmustscheduleclosingsthroughRosemaryKarlik(517-351-2882).Rosemarymustbenotified ofallclosings,whethertheywilltakeplaceatTRITitleAgencyoratanothertitlecompany.Ifsheisnot notified,theClosingDepartmentwillhavenoadvanceknowledgeoftheclosingandthepenaltyfor“Rush NotificationorNoFileSubmitted”willbeenforced(seethefollowingsection).

3. Thetitlecompanywillconfirmtheclosingdateandtime.Theclosingisnotconsideredconfirmed unlessconfirmationisreceivedfromthetitlecompany.Thetitlecompanywillalsoconfirmtheclosing withthelender.

4. Theagentwilldeliverclosingpackagestothepartiesandanyattorneysinvolved.

5. Theagentwillreviewtheclosingpackagebeforeclosingwiththepartiestothetransaction.

6. TheagentwillinformtheclientthataphotoIDwillberequired.

7. Theagentwillinformthebuyersthattheywillneedcertifiedfundsmadeouttothetitlecompany fortheclosing.

8. Theagentwillinformthebuyersthattheywillneedaone-yearhazardinsurancepolicyandapaid receiptforthepolicy(notabinder).

9. Agentsarerequiredtoattendalloftheirclosingsanddressinbusinessattire.

10.AgentswillnotbeallowedtoacceptPowerofAttorneyfromaclientinatransaction.

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I. RUSH CLOSING NOTIFICATION/NO FILE SUBMITTED 1. TheCompanyClosingDepartmentmustbenotifiedofallclosings,regardlessofwhichTitleCompanyis closingthetransaction.

2. Arushfeeof$25willbechargedtotheagentforschedulingaclosingwhenthereisanoticeofonebusiness dayorlessgiventotheClosingDepartment.Thisfeeisapplicableevenwhenthependingfilehasbeen submittedwithinanormaltimeframe(i.e.,afterthepropertyinspectioncontingencyhasbeenremoved) andtheclosingdepartmenthaspreviouslyreviewedthefile.

3. Arushfeeof$50willbechargedtotheagentwhennofilehasbeensubmittedtotheCompanyClosing Department.Attimes,theclosingdepartmentisaskedtocloseapropertywhennofilehasbeensubmitted forreview.TheCompanyrequiresthatthefilebeturnedinwithin48hoursafterthepropertyinspection contingencyhasbeenremoved,regardlessofanyothercontingencies(includingwellandsepticinspections andperktests).

J. MISCELLANEOUS CLOSING INFORMATION 1. TheTitleCompanywillmakeeveryefforttohaveaclosingpackageavailableforyourclientstoreviewprior toclosing.Attimes,thelenderpackageisnotreceivedintimeforthistobepossible.

2. Toinsureasmoothclosing,theagentshouldmeetwithhis/herclientstoreviewtheclosingdocuments aheadoftime.NotifytheClosingDepartmentofanychangespriortotheclosing.

3. Agentsareresponsibleforpickinguptheclosingpackagebeforetheclosing.Thisisbecomingtheexception becauselenderpackagesareoftenreceivedlate.CheckwithPaulWhitethedaybeforeclosingtoconfirm package availability.

4. Theagentshouldbringhis/herfilewithanyunsignedoriginalsorothernecessarydocumentsorbills.Fax anyaddendumnotyetreviewedbytheclosingdepartmenttoPaulWhiteorJimWeeseforreviewprior toclosing.Theclosingdepartmentisresponsibleforeverydocumentrelatedtotheclosingandmustsee alldocumentstoperformthisjobeffectively.

5. Agentsonvacationduringtheclosingareresponsiblefordesignatinganagenttopickuptheclosingpackage andtoattendtheclosingonhis/herbehalf.

6. Commissioncheckswillbegiventotheagentswhentheclosedfileisreturnedtotheclosingdepartmentand allitemsarecompleteontheClosingChecklist.

7. Waituntiltheclosingiscompleteandtheclosingofficerleavestheroomtomakefinalcopiesbeforegetting signaturesonoriginaldocuments.Neverinterrupttheclosingtogetsignatures.Ifmanyoriginalsneed signing,theagentshouldarrangetodothisbeforetheclosingactuallybegins.

8. Agentsareresponsibleforcurtailingchit-chatduringaclosing.Conversationsbetweenbuyers/sellersand agentsshouldwaituntilaftertheclosinghasconcluded.

9. Agentsshoulddisablecellphonesorsmartphonesduringclosings.

10.Agentsshouldarriveontimepreferablybeforetheclientsandremainintheroomthroughtheentireclosing.

11.Newagentsmustalwayshaveamanagerorseasonedagentattendthefirst2closingswiththemoruntil managementfeelsthenewagentunderstandstheprocess.

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CONTESTS AND AWARD PROGRAMSA. CONTESTS AND AWARD PROGRAMS 1. TheCompanymayoffercontestsandawardprogramsfromtimetotime.Anyamountssoearnedwillnotbe creditedtowardtheagent’scommissionlevel.

2. AnagentwholeavestheCompanypriortoacontestcompletionforfeitsallawards.

COOPERATING WITH OTHER BROKERSA. GLAR BROKERS 1. AllagentswillcooperatefullywithanymemberoftheGreaterLansingAssociationofRealtorswhetheror notthememberisatraditionalagent,buyerbrokerorsalesassociate.Thesamecooperationwillbe extended to local, non-member brokers.

B. LOCAL NON-MEMBER BROKERS/OUT-OF-AREA BROKERS 1. Attheagentsdiscretionlocalnon-memberbrokersandout-of-areabrokerswillreceiveafeeof0.5%less thanthefeeofferedthroughtheMultipleListingService.

2. WemusthaveasignedBrokerageFeeAgreementtoavoiddisputesat/afterclosings.

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DISPUTESA. AGENT DISPUTES 1. AnydisputebetweentheCompanyandalicenseethatcannotberesolvedbetweenthepartiesshallbe submittedformediationwiththecostofthemediationprocessbeingsharedequallybetweentheparties. Intheeventthepartiescannotreachabindingagreementthroughmediation,theyhavetherighttouse otherlegalremedies.

2. Anydisputebetweentwolicenseesthatcannotberesolvedbetweenthemwillbesubmittedinwritingfor resolutiontotheCompanyPresidentor,inherabsence,amemberofthemanagementteam.TheCompany officerhasthesolediscretiontodecidethemethodtobeusedinresolvingthedispute.Anydecisionastothe resolutionshallbefinalandbindinguponthelicensees.

B. DISPUTES WITH OUTSIDE PARTIES 1. Thedecisiontoinitiate,tosettle,ortocompromiseanydispute,arbitration,mediationorlitigationwithan outsidepartyliessolelywiththeCompany.

2. IfitbecomesnecessaryfortheCompanytosueforacommission,allexpenses,includingattorney’sfees,shall bebornebytheCompanyandthelicenseeinthesamepercentageastheirrespectiveportionofearned commissionswhetherornotsuchcommissionisrecovered.

3. Anagentshallpayhis/herproportionateshare,basedonhis/hercommissionlevelatthetimeofthedispute ofanyfeesorcostsincurredindefendingaclaim.Costsincludeinsurancedeductibleamounts,andor settlements,judgmentsorarbitrationawardswhichmayresultfromanyclaimmadebyacustomerand/ orclientwhotheagentassistedorrepresentedwhicharenotcoveredbytheErrorsandOmissionsinsurance provided by BerkshireHathawayHomeServicesTomieRainesREALTORS®.

C. CLIENT OR CUSTOMER COMPLAINTS 1. Uponreceivingacomplaintorobservingthataclientorcustomermaybeunhappy,thelicenseewill immediatelyseektheadviceandtheinvolvementoftheactingbroker/associatebroker.

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DRESS CODEA. PROFESSIONAL ATTIRE 1. Agentsareexpectedtodressinaprofessionalmannerduringnormalofficehoursandanytimetheyarewith aclientorcustomer.Professionalattiredoesnotnecessarilymeansuitsanddresses;casualbusinessattire isalsoacceptable.Ifagentsneedtorunintotheofficebriefly,casualattireisacceptable,providedthey arenotmeetingwithclients.Questionsshouldbedirectedtomanagementregardingwhatis considered acceptable.

2. Agentsonfloortimeareexpectedtodressasthoughtheyaremeetingwithaclientorpotentialclient. Agentsonfloorareoftenaskedtomeetwithwalk-inclientele,andareoftenaskedtoshowalistingtoa clientwithoutadvancenotice.Agentsdressedinappropriatelyforfloortimewillforfeittheirfloortime orwillbeaskedtoreturnhometochangeintoacceptableattire.

FLOOR TIMEA. FLOOR TIME RESPONSIBILITIES 1. Floortimeisassignedmonthlyonapurelyvolunteerbasis.

2. Agentsareexpectedtobeintheofficewhentheyhavecommittedtofloortimeorfindasubstituteifthey cannotbepresent.Theyshouldcheckinwiththereceptionistwhentheyarrive.Iftheagentgivesupmore thantwiceordoesnotshowuponetime,agentforfeitsfloortimefornextmonth.

3. Associatesmaywishtohelpthereceptionistanswerthephonewhenneededduringtheirfloortime.

4. Callerswhoinquireaboutaspecificpropertywillbetransferredtothelistingagentratherthanthefloor person,ifthelistingagentisintheofficeatthattimeandnotcurrentlyonthephoneorwithclients.If thelistingagentisnotintheofficeorisnotavailable,thenthecallwillgotothefloorperson.

5. FloortimeshiftsareMonday-Friday,8:30am-11a.m.,11a.m.-1p.m.,1pm-3p.m.,and3-5:30pm. REALTOR®-On-CallisofferedSaturdaysandSundays.Alsoweekdayeveningsafter5:30pm. REALTOR®-On-Callcallsneedtobeansweredandhandledprofessionally.

B. REALTOR ON CALL 1. AgentsmaysignuponavoluntarybasistoserveastheREALTOR®-On-Call.Thisjobinvolvesaccepting after-hourscallsonyourcellphone.PleaseseeGinnyReidforinformationonjoiningthe Realtor-On-Call rotation.

GIFTS, REBATES AND INCENTIVESPleaseseeAppendixEforinformationfromtheStateofMichiganDepartmentofConsumerandIndustryServicesregardingtheuseofgifts,rebatesandincentivesinrealestate.Agentsshouldconsultwiththeirsupervisingbrokerbeforeconsideringanytheabove.

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INCOMING REFERRALSA. PROCEDURE FOR HANDLING INCOMING BROKER TO BROKER REFERRALS 1. AnyreferredclientiscontactedbytheBerkshireHathawayHomeServicesTomieRainesREALTORS®, RelocationManagerforvalidationandqualificationpriortoagentassignment.Qualificationiscontingenton avarietyoffactorsincludingintenttopurchasehomewithinsixmonthsandaplannedmovetoBHHSTR’s multiplelistingservicearea.Theclientisquestionedastothetypeofhomedesired,areadesired,price rangeandfactorssuchashomebuyingexperience,familiaritywithareaandexpectationsaboutthe REALTOR®theywillbeworkingwith.Theclientisalwaysadvisedthatif,foranyreason,theyareunhappy withtheirassignedagent,anotheragentwillbeassignedwithnoquestionsasked.

B. COMMUNICATION REQUIREMENTS 1. Agentistoinformtherelocationdepartmentimmediatelywhen:

a. A listing agreement is signed

b. Ahomefindingtourhasbeenset

c. Alistinghasanacceptedoffer

d. Abuyerhaswrittenanoffer,whichisaccepted

2. Agentagreestosubmitamonthlyupdatesurvey.Keepingtherelocationdepartmentinformeddirectly affectsyoureligibilityforfuturereferrals.

C. CORPORATE INVENTORY LISTINGS 1. Uponnotificationthatapropertyisgoingintoinventory,(thetransfereehastakenhisbuyout)allutilities, includingwater,aretobetransferredintothecompanynameandsenttotheattentionoftheaccounting department.Notifytherelocationdepartmentimmediately.

Forhome-marketinglistings:thetransfereewillclosewiththeirrelocationcompanypriortothe corporationtakingitininventory.Thistimeframecanbeasshortasoneweek.Wearestillresponsible forputtingutilitiesintheCompanynamepriortoclose.Obtainingacopyofthepreviousmonthutilitybillis veryhelpfulinestimatingutilitycosts,whichwearerequiredtodoatclose.

AnybillnotcollectiblebytheCompanythroughagentfailuretonotifythedepartmentwillbechargedtothe agent,i.e.,mowing,snowremoval,repairorutilities.Thisincludesbillssubmittedafterclosing,orthose receivedtoolatetobesubmittedforcorporatereimbursement.

Alloffersonanyrelocationpropertyaretobereviewedbytherelocationdepartmentpriortosubmissionto thecorporateclient.Thisincludeshome-marketingaswellasinventoryproperty.Reviewisnotrequired on buyer transactions.

2. BillswillbepaidbytheCompanyonCorporateRelocationListingsandmustbesenttoRelocation CoordinatorCarolShaheenforsubmissionandreimbursement.Inorderforthebilltobepaid,management mustknowtheagent,theclient,andthefilenumberandhavetheoriginalbill.ContactCarolShaheenassoon asyoubegintoworkthereferral.Whenturninginafileaspending,besuretonoteonthefileenvelopethat areferralfeeisdue.

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3. Thefollowingagentcriteriaareconsideredaftertherelocationcoordinatorhasinterviewedthereferee:

a. Personalitymatch

b. Area experience

c. Price range experience

d. Agentrecentlysentanoutgoingqualifiedreferral

e. Agenthasnotrecentlyreceivedanincomingreferral

f. AgenthasestablishedagoodproductionrecordwiththeCompany

g. Agenthashandledpreviousreferralswellincludingfollowupcontactwiththerefereeandthe relocation department

h. TheagenthashighlevelofpositiveparticipationwithintheCompany

D. HOME-MARKETING PHASE 1. TheHome-MarketingPhaseistheperiodduringwhichthetransfereegivestheagenttheopportunitytosell theproperty.

2. AlloffersonanyrelocationpropertyaretobereviewedbyCarolShaheenpriortosubmissiontothe corporate client.

3. Whenanofferisreceivedonapropertyinthe“home-marketing”stage,thetransfereedoesnotsignor initialthebuyandsellcontract.Thetransfereewillnegotiatepriceandterms.

4. Thecorporatecounselormustverballyapprovethecontract.

5. Theagreeduponcontractissenttothecorporationforsignature.

6. Thecontractisnotbindinguntilthecorporatecounselorsignsit.

E. INVENTORY PROPERTY 1. InventoryPropertyispropertyforwhichthetransfereehastakenabuyoutfromathirdpartycompany.The transfereeisintheprocessofmovingoutorthepropertyisalreadyvacant.

2. AlloffersonanyrelocationpropertyaretobereviewedbyRelocationDirectorCarolShaheenpriorto submissiontothecorporateclient.TheoffershouldbefaxedtoCarolat853-1733andfollowedupwitha phonecallto853-6186todiscusstheoffer.

3. AnybillsnotsubmittedtoCarolShaheenbythelistingagentduringthetimeframeallottedbythe RelocationCompanywillbechargedtotheagent,withoutexception.

4. AllutilitiesaretransferredtoBerkshireHathawayHomeServicesTomieRainesREALTORS®, in care ofACCOUNTPAYABLES,includingwater.TheCompanyisalsoresponsibleforwinterizationoftheproperty.

5. Allnegotiationisdonethroughthecorporatecontact.

6. Theagreed-uponcontractissenttothecorporateclientforfinalsignature.

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INSURANCE REQUIREMENTSA. AUTOMOBILE INSURANCE 1. Allagentsmustmaintainautomobileliabilityinsurancecoverageforpersonalinjuryandpropertydamage intheminimumamountof$500,000.EachagentmustprovidetheCompanywithacopyofhis/hercurrent, valid,qualifiedcertificateofinsurance.

B. RISK MANAGEMENT 1. TheCompanywillmaintainErrorsandOmissionsInsuranceandhasthesolerightanddiscretionin choosingtheinsurancecompanyaswellasthecoverageanddeductibleofthepolicy.

2. AgentswillbechargedaRiskManagementFeeonapersideperclosingbasiswhichwillbedeductedfrom theircommissionatthetimeofclosing.ThisfeeincludesthecostofE&Ocoverage,thecostoflegal consultationwhenrequired,training,andfileretention.ThisfeereplacesthecurrentE&Ofee.The feeeffectiveDecember1st,2011is$40.00perside.TheCompanyhastherighttochangethefeeperside atanytime.Anychangewillnotaffectclosingsoccurringthedayofthechange.

3. AnycostsofaclaimoranysettlementamountagreeduponbytheCompanyandtheagentwillbepaidinthe sameproportionastheagent’scommissionlevelatthetimeoftheclaim.Note:Thislanguageisthesame languagethatisintheIndependentContractorAgreementandisnowbeingincorporatedintothe Policy Manual.

4. IfanagentisnolongerwiththeCompanywhenaclaiminvolvingthemarisestheywillstillberesponsible fortheirportionofanysettlementifthetransactionoccurredwhiletheywerelicensedwiththeCompany.

5. AgentsareadvisedthattheyhavenoE&Ocoverageontransactionsinvolvingpropertytheyownwhenthey actastheagentinsellingandmaynothavecoverageinlistingtheirownpropertydependingonthe circumstances.Becauseofthat,itisexpectedthatallagentswillhavemanagementrepresenttheminlisting andsellingtheirownproperty.

6. InorderforthesaleofapersonalresidencetobecoveredbyE&Oinsurance,

1. A written property inspection report must be issued.

2. Ahomewarrantypolicypurchasedand

3. APropertyDisclosure,OwnershipInterestDisclosure,andAgency-RepresentationDisclosurearemade toandacceptedinwritingbythepurchaserofsuchpropertypriortothedateofclosing,andan executedcopyofsuchdisclosurestatementsaremadeavailabletotheE&Oproviderasapartofthe investigationofanyclaimthatmayresult.AddendumonBHHSTRagentwebsite.

Allthesedocumentsmustbeinthefile.Ourclosingbrokerswillmakecertainalltheserequirementsaremet beforeanyclosingcanoccur.

7. AgentsareencouragedtoreportanyincidentwhichmayleadtoanE&Oclaimtomanagementincludingany postclosingrequestfromaclientforpaymentorservices.

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LAWS AND ETHICSA. EQUAL OPPORTUNITYApplicablelawsaretheCivilRightsActof1988,CivilRightsActof1866,Elliott-LarsenCivilRightsAct,MichiganPersonswithDisabilitiesActof1998,andAmericanswithDisabilitiesAct.

1. ThisCompanyrequiresthatallofitsassociatesprovideequalopportunityinallrealestateandbusiness transactions.Associatesshouldkeepthemselvesinformedonallmattersregardinghousinglawsand alwaysactinaccordancewiththeselaws.Serviceshallbeofferedtoallcustomersandclientsregardless ofrace,color,religion,nationalorigin,sex,ethnicbackground,age,maritalorfamilystatus,disabilityor anyotherprotectedclassificationofindividuals.

2. NoCompanyassociatesshallprint,displayorcirculateanystatementoradvertisementwithrespecttothe saleorrentalofapropertythatindicatesanypreference,limitationordiscriminationonthebasisofany protectedclassofindividuals.

B. ANTITRUST COMPLIANCE – COMMISSION RATES AND FEES 1. CommissionratesandfeesoftheCompanyareestablishedsolelybytheCompanyandarebasedonthe Company’sassessmentofitscostsandmarketconditions.

2. CommissionratesandfeesareNOTsetbyanyagreementwith,orsuggestionfrom,anypersonorentity otherthantheclientwithwhomalistingorotheragreementofsale,purchaseorleaseofpropertyissigned andacceptedbytheCompany.CommissionratesandfeesareNOTset,establishedorsuggestedbyany professionalsociety,organization,MultipleListingService,AssociationofRealtorsormembersof thatassociation.

3. CompanyagentsshallNOTdiscusswithanyonethesettingofcommissionrateschargedbytheCompany and/orbyanyothercompany.

4. CompanyagentswillmakeNOreferenceto“prevailing”or“going”ratesforrealestateservicesandinfact therearenone.

5. Theamountofcompensationtobepaidtoanysubagentorbuyerbrokerwillbedeterminedsolelybythe Company.Suchcompensationisnotintendedto,normayitbeusedto,induceorcompelanyotherrealestate firmoragenttoraiseorlowerthecommissionwhichit/he/shemaycharge.

6. IfCompanyagentsarepresentwhenotherrealestatelicenseesoutsidetheCompanybeginadiscussionof feesand/orcommissionrates,theymustimmediatelyremovethemselvesfromtheconversationandmakea statementthattheyarenotapartytothediscussion.AtNOtimeshouldanyCompanyassociatesallow themselvestobemadeapartofanysuchdiscussion.

7. WheneverCompanyagentsareunsureofhowtorespondtotheconcernsofapotentialclientorcustomer, orwerepresentwhenanunauthorizeddiscussionoffeesbegan,theymustimmediatelycontacttheir supervising broker.

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C. PROFESSIONAL STANDARDS 1. Thecompanyiscommittedtocompliancebyitsbrokers,associatebrokersandagentswiththestandards imposedbylaw,andbytheNationalAssociationofRealtors(NAR),theMichiganAssociationofRealtors (MAR)andtheGreaterLansingAssociationofRealtors(GLAR).

2. CompanyagentsarerequiredtofamiliarizethemselveswiththeOccupationalCodeof1980andthe AdministrativeRulessetforthinaccordancewiththeCode,andwiththeBylaws,RulesandRegulations oftheprofessionalorganizationsandsocietiesofwhichtheCompanyisamember(i.e.,NAR,MAR,GLAR).

3. Allagentsarerequiredtokeepthemselvesupdatedonallchangesinlawsthataffectrealestatelicensees.

4. AllassociatebrokersandagentsoftheCompanywillcomplywiththeCodeofEthicsandStandardsof PracticeoftheNationalAssociationofRealtors(seeAppendixA),MultipleListingServicerulesand regulations,grievanceanddisputeresolution,andotherrulesandregulationsimposeduponthembyvirtue ofmembershipintheGreaterLansingAssociationofRealtors.

D. SEXUAL HARASSMENTSexualharassmentisunlawful.Anyformofsexualharassmentofemployees,associatesorapplicantsforemploymentisunacceptableconductthatwillnotbetolerated.

1. Sexualharassmentisunwelcomesexualconduct.Itmayincludeoneormoreofthefollowing:sexual advancesorpropositions,requestsforsexualfavors,verbalabuseofasexualnatureincludingsexually explicitordegradingobjectsorpictures,sexuallyexplicitoroffensivejokes,orphysicalassault.

2. Nosupervisors,employeesoragentsoftheCompanyshallengageinsexualconductthatisunwelcome.

3. Nosupervisors,employeesoragentsoftheCompanyshallthreatenorinsinuate,eitherexplicitlyor implicitly,thatanemployee,associateorapplicant’srefusaltosubmittosexualadvanceswilladversely affectthatperson’semployment,workstatus,evaluation,wages,advancement,assignedduties,shiftsor anyotherconditionofemploymentorcareerdevelopment.Nosupervisor,employeeoragentshall,by unwelcomesexualconduct,createahostileworkenvironmentforanyemployeeoragent.

4. Anyemployeeoragentwhofeelsthathe/sheisavictimofsexualharassment–includingbutnotlimitedto anyoftheconductlistedabove–byanysupervisor,managementofficial,otheremployee,customer,clientor anyotherpersoninconnectionwithemploymentorindependentcontractorstatuswiththisCompany, isexpectedtobringthemattertotheimmediateattentionofmanagement.Anemployeeorindependent contractorwhoisuncomfortable,foranyreason,inbringingsuchamattertotheattentionofmanagement shouldreportthemattertothePresident.

5. Anyquestionsaboutthispolicyorpotentialsexualharassmentshouldbebroughttotheattentionof managementorthePresident.TheCompanywillpromptlyinvestigateallallegationsofharassmentinas confidentialamanneraspossible.TheCompanyprohibitsretaliationagainstanypersonwhobringsa complaintofsexualharassmentorwhotakespartininvestigatingsuchacomplaint.

6. AnyemployeeoragentwhomtheCompanybelievestohavebeeninvolvedinsexualharassmentinviolation ofthispolicywillbesubjecttoappropriatesanctions,uptoandincludingterminationfromtheCompany.

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E. CONFIDENTIAL INFORMATION 1. ConfidentialinformationdisclosedtoCompanyagentswhilerepresentingaclientasanagentorasubagent willNOTbedivulgedtoanyonewithouttheconsentoftheprincipal.Informationregardingthecondition oftheproperty,whichaffectsvalue,willbedivulgedtoaprospectivebuyerviatheSellersDisclosure Statement.UnauthorizeduseordisclosurecouldresultinseriousharmtotheCompanyandclients, andcouldresultinterminationoftheoffendingperson.Whenthereisadoubt,contactyour supervising broker.

2. Priceandtermsofanypendingsaleisconsideredconfidentialandwillnotbedivulgedtoanyoneexceptthe prospectivelenderandthetitlecompanyprovidingtitleinsurance.

F. APPRAISING PROPERTY 1. Company associates will not appraise or value property unless properly licensed to do so under applicable Michiganlawgoverningappraisers.CompanyassociatesmayprovideFREEmarketanalyses,whichare exemptfromlicensure,accordingtoArticle6oftheOccupationalCode.

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LISTING POLICIES AND PROCEDURESA. LISTING CONTRACTS 1. ListingcontractsarethepropertyoftheCompany.

2. CompanylistingpolicyshallbeincompliancewiththeOccupationalCodeandRules,andconformtothe rulesoftheMultipleListingServiceoftheGreaterLansingAssociationofRealtors(GLAR).

3. AlllistingswillbecompletedonthemostcurrentCompany-requiredforms.

4. ListingswillnotbeenteredintotheMultipleListingServiceunlessacompleted,signedcontractandphoto hasbeenturnedin.Alistingagreementisconsideredtobecompletewhenallrequiredinformation includingremarksarefilledin.

5. AnyfinesincurredthatarenotthefaultofBerkshireHathawayHomeServicesTomieRainesREALTORS® will be passed on to agents.

6. Thereisa72-hour“graceperiod”fromthedatethelistingisobtainedtoenteringitintotheMLS.Company associatesmayusethisgraceperiodtomarketthepropertytoBHHSTRagentswhoareworkingwithbuyers whomaybelookingforsuchahome.Thisdelaymustnotbedetrimentaltotheseller.

7. Changestothelistingagreement,suchaspricereductions,willnotbemadeunlessachangeform,signedby theseller,hasbeenturnedin.

B. LISTING AGENT RESPONSIBILITIES 1. Atthetimeofthelisting,theListingAgentmustfullyexplainagencyrelationshipsandtheagent’s responsibilitytotheSellerandtotheBuyer(SeeSectionII,AgencyDisclosure).

2. TheListingAgentmustfillouttheListingAgreementcompletelyandhaveitsignedbytheseller(s).Agents whosubmitlateorunsignedcontractsmaybefinedbyGLAR.

3. TheListingAgentmustfacilitatetheseller’scompletionofaSeller’sDisclosureStatementatthetimeof thelisting.TheListingAgentmaynevercompletethedisclosureformfortheclient.Theseller(s)will updatethisstatementastheneedarises.TheSeller’sDisclosureStatementwillbeapartofeverypurchase agreement.Intheeventtheseller(s)hasnotresidedattheproperty,theseller(s)shouldwritethatfactonthe faceoftheformandsignit.

4. TheListingAgentmustpresenttheTomieRainesHomeWarrantyPlantotheseller(s)andsecuretheseller’s signaturesignifyingacceptanceorwaiveroftheplan.

5. TheListingAgentmustprovidethesellerwithanetsheetbasedonthelistedpriceoftheproperty.Ifthe priceofthepropertychangesandapurchaseofferisreceived,theagentshouldprovidethesellerwith anupdatednetsheet.

6. TheListingAgentmustobtainfromtheselleracopyoftheOwnersTitlePolicyoracopyofthetitle insurancecommitmentfromthetimethepresentownerpurchasedthehomeifatitleinsurancediscount/ rebateisdesired.Thismustbesubmittedpriortotheorderingoftitlework.(Arefinancemortgage commitmentisnotsufficient.)

7. TheListingAgentmustobtaintheseller’ssignatureonaMortgageAuthorizationthatincludesthenameand addressoftheseller’slenderandthemortgageaccountnumber.(Ifalandcontract,obtainthetitleholder’s nameandaddress.)

8. TheListingAgentmustnoteitemsreservedbytheSellerintheremarksaswellasinthebodyofthelisting.

9. TheListingAgentmustnotethenamesofanyreservedparties,whomaybereservedforten(10)days unlessotherwiseagreedtobymanagement.Thefactthatthesellerhasreservedapartyorpartiesmust benotedinthelistingagreementremarks.

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10.TheListingAgentmustincludewithallVacantLandlistingsa3x5drawingshowingdimensionsandclosest crossstreets.TheGLARrulingonfinesapplieshere.

11.TheListingAgentmustincludethecorrectmailingaddressoftheproperty,includingzipcode.Schoolsystem locationmaybedifferentthanthecitylocation.Listingareaisdeterminedbyschooldistrict.

12.TheListingAgentisresponsiblefortheaccuracyofthelistingandmustproofreadlistingsaftercomputer input.Theagentwillbeheldfinanciallyresponsibleforanyerrorsintheeventofalawsuit.

13.TheListingAgentmustorderretakesofMLSpictures,whichmaybenecessaryduetochangeofseasonsor badcameraangleorprovidenewpicturestotheadministrator.

14.TheListingAgentisresponsibleforhavingtheQualityServiceCertification(QSC)Agreementsigned. (SeeSectionVII,QSC.)

C. LISTING AGENT SERVICES 1. TheListingAgentwillcommunicateregularly,optimallyweekly,withtheselleranddevelopamarketing strategyandplanwithwhichthesellerconcurs.

2. TheListingAgentisresponsibleforverifyingthata“ForSale”signisplacedonthepropertywithin2daysof MLSinput.(SeeSectionXVII,Signs).

3. TheListingAgentwillregularlyupdatethesellerswithmarketinformation,includinganalysisof theproperty.

4. TheListingAgentwillkeepupdatedonanyinfluencesaffectingthepropertyanddeliverpertinent informationtotheseller.

5. TheListingAgentwilladvisethesellerastoobtainingsufficientdocumentationtoassessaprospective buyer’squalifications,advisethesellerastopointsbeneficialtotheclientthatshouldbeincludedinthe negotiation,andadvisetheclientinrespondingtoaprospectivebuyer’soffer.

6. ThelistingagentwilldeliverallservicesdescribedintheQualityServiceguarantee (seeSectionVII,QualityServiceCertification).

D. NEW CONSTRUCTION/BUILD JOBS AND OTHER NON-LIST SALES 1. ThesesalesmustbeenteredintotheMultipleListingServicebycompletingpart2oftheListingContract.

2. Theselistingsdonotneedasellersignature,butdorequireaDesignatedRealtorsignatureandacopyofthe

closing statement.

3. Whenanagentisinvolvedinanon-listsalethefollowingrulesapply:

a. Theclosingdepartmentmusthaveapendingfilepriortoschedulingaclosing.Thisappliestoanynon- listpropertyevenabuildjobwherethebuilderandbuyerwrotetheirowncontract.

b. TheclosingdepartmentwillcoordinatetheinputofthesaleintotheMLS.Thesearenevertobeinputby thereceptionistasalistingpriortoclosing.

c. Theclosingdepartmentmusthaveallthreepagesofpart2ofalistingagreementpreparedbytheagent involved.Thesedonotneedtobesignedbytheseller.Theymaybeturnedinwiththependingfile. Ifitisnotinthependingfileonewillbeattachedtotheclosingchecklistforcompletionpriortothe filebeingturnedinafterclosing.Ifyouarenotinvolvedintheactualclosingofabuildjob,pleaseensure thatalldocumentsareinthependingfile.Commissioncheckswillbeissuedwhenthisdocumentis includedinthecompletedclosingfile.

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E. OPEN HOUSES 1. OpenHousesmaybeadvertisedintheSundayLansingStateJournal.TheListingAgentortheagentholdingthe houseopenisresponsibleforinformingMarieMilleroftheopenhousenolaterthan5:00pmontheMonday preceding publication.

2. TheListingAgentisresponsibleforcommunicatingtotheSellerthemeasuresneededtopreparethehomeforan openhouse,suchasputtingawayvaluablesandprescriptionmedicines.

3. IntheeventthattheListingAgentisnottheagentholdingtheopenhouse,theListingAgentisresponsiblefor introducingtheopenhouseagenttothesellerandmakingsurethattheagenthasallthepertinentinformation andhandouts.

4. Intheeventthattheopenhousecannottakeplaceasscheduledbecauseofuncontrollableevents(i.e.:illnessofseller, etc.)theListingAgentwillpostthepropertywitha“postponed”notice.

5. Therewillbenosmokingatopenhouses,evenifthesellerisasmoker.

6. Showingandopenhousesafetyandsecuritypracticesapply(seeAppendixE)

F. KEY BOXES 1. Agentsareresponsibleforthepurchaseoftheirownkeydevices.

2. AgentsmustsecurethepermissionofthesellertoplaceaKeyBoxonahomeandareresponsibleforremovingthe KeyBoxoncethelistingisclosed,expiredorterminated.

G. VISUAL TOURS 1. ItistheCompany’sexpectationthattheListingAgentwillprovideavisualtourontheBerkshireHathaway HomeServices Tomie Raines REALTORS®websiteforalltheirresidentiallistings.Nolistingwillbeacceptedasa LuxuryCollectionlistingwithoutaVisualTour.

H. COMMUNITY GIVING PROGRAM 1. Atthewrittenrequestofthesellerorbuyerpriortoclosingofthetransaction,BerkshireHathawayHomeServices Tomie Raines REALTORS®willdonate5%oftheCompany’snetretainedcommissiontoanon-profitorganization oftheclient’schoice.

2. Theagent’sshareofthe5%willbebasedontheagent’scommissionsplit.

3. TheCompanywillprepareacheckforthecompanyportionofthedonation.

4. Agentwritesachecktothecharityfortheirportionandturnsitinwiththeclosingpackageaftertheclosing.

5. TheCompanywillsendalettertotheclientnotifyingthemthatthedonationhasbeenmade,andthankingthemfor theirparticipation.PamReynoldswillthensendthecheckstothenon-profitorganizationwithaletterexplaining theCommunityGivingProgram.

6. AgentsareencouragedtopromotetheCommunityGivingProgramtoclientsandpotentialclients.

7. Agentsmayoffertheirclientalistofnon-profitorganizationsthatpastclientshaveselected,however,anagentmay notdecidefortheclientwhichnon-profitorganizationwillreceivethedonationandshouldneverdiscouragethe clientfromselectingonenon-profitorganizationoveranother.

8. AgentsareexpectedtoparticipateintheCommunityGivingProgramshouldtheirclientexpressinterestinit,even intheeventthattheclientselectsanon-profitorganizationthattheagentwouldprefernottosupport.

9. FormsforparticipationintheCommunityGivingProgramcanbefoundineachlistingpacket.Itishighly recommendedthatyouhaveyourclientscompletethisformatthetimeofthelisting.Theformshouldbe turnedintotheclosingdepartmentatthetimethepropertygoestoPending.

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NETWORKING MEETINGSA. BUSINESS MEETINGS 1. ItistheintentionoftheCompanytoholdAgentSalesMeetingsoncepermonthonthesecondTuesday.

2. “LunchandLearnMeetings”mayalsobeheld.

3. Eachagentisencouragedtosetaside9:00-11:00a.m.oneachAgentSalesMeetingday.Attendanceatsales meetingsisvoluntarybutencouraged,excepttotheextentrequiredbyMichiganlicenselawassetforth intheOccupationalCode.

4. Eachassociateisexpectedtoarriveatthemeetingontimeandstayuntilthemeetingisover.

5. Thepurposeofagentbusinessmeetingsistoprovideupdatedrealestateinformation,training,motivation andnetworkingopportunities.Eachlicenseeisrequiredtohaveanddemonstrateprofessionalexpertiseand knowledge,buttheCompanydoesnotstipulatethemethod(s)thatalicenseeusestoobtaintheinformation and knowledge.

OUTGOING REFERRALSA. A QUALIFIED OUTGOING REFERRAL IS: 1. Apotentialcustomerwhoisreceptivetotheservicethathasbeenexplainedandwhohasagreedtobe contactedbythedestinationbroker.

B. PLACEMENT AND PROCEDURES 1. Alloutgoingreferralsaretobeplacedthroughtherelocationdepartment.Aphonecallispreferredfor expediency;followupcanbedonethroughemail.Name,address,contactinformation:phonearerequired, e-mail is a plus.

2. Therelocationdepartmentwillselectthebrokerinthedestinationarea,basedontheneedsofthecustomer. Thebrokerselectionisbasedonthequalityofservicereceivedonpastreferralbusiness.Brokersarechosen formarketdominance,areaexpertise,andqualityofservicetheyhavedelivered.

3. AlloutgoingreferralswillbeplacedwithaBerkshireHathawayHomeServices network broker. IntheeventthereisnotaBerkshireHathawayHomeServicesbrokerinthedestinationarea,anotherbroker will be selected.

4. Salesassociatesmayrequestaspecificagentbyname,designation,orqualifications.

5. Therelocationdepartmentwillfollowupwiththereferralandobtainstatusreportsasthetransaction progresses.Youareencouragedtocontactthecustomeraswellandverifytheirsatisfactionwiththeservice ofthedestinationbrokerandagent.

6. Notifytherelocationdepartmentofanyagentgeneratedreferral.Aletterinwriting,signedbytheagents/ brokerinvolvedmustbereceivedforcommissiontobecollectible.TheRelocationDepartmentwillprepare thedocumentation.

C. COMPENSATION 1. Agentcommissionispaidattheagentsnormalsplitofcompanycommissionearnedontheirsideofthe transaction.Companycommissionearnedwillreflectthedeductionofthereferralfeeof25%toBerkshire HathawayHomeServices.

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PENDING SALESA. REPORTING PENDING SALES 1. PendingsaleswillbereportedtotheGreaterLansingAssociationofRealtorsatthetimethattheproperty inspectioncontingencyisremoved.Anyfineincurredforlatereportingwillbetheresponsibilityofthe Listing Agent.

2. Anagentwillnotdiscloseanyinformation(includingsaleprice).Closingfiles/Pendinginformationis consideredhighlyconfidentialuntilthepropertyhasclosed.

PERSONAL ASSISTANTS TO AGENTSA. REQUIREMENTS 1. TheOccupationalCoderequirestheBrokertoactinsuchamannersoasnottolosetheauthorityto supervisethelicensee.Therefore,theCompanymustapprovethehiring,termsandconditionsofthe licensee’sagreementwithanassistant.Thisagreementmustspecificallyaddressworker’scompensation, incometaxreporting,withholdingrequirements,andtheactivitiesinwhichtheassistantmayormay not participate.

2. Thelicenseemayengageanassistantifthelicenseeagreestoberesponsibleforthesupervisionand directionofhis/herassistant.Thissupervisionwillincludekeepingrecordstoprovecompliancewith federal,stateandlocallaw.TheCompanywilldetermineiftheassistantisanemployeeor independent contractor.

3. Priortohiringanassistant,theagentwillconferwiththeCompanyPresidentordesigneetoagreeasto whatworkspaceisavailabletotheassistant.Useofanassistantmustnotcausedisruptiontootheragentsor theuseoftheirspace.

4. Ifanassistantisnotlicensed,theassistant’sactivitieswillbestrictlylimitedandtheassistantmaynot performanyofthefollowingactivities:

a. Conduct an Open House

b. Showpropertiestobuyers

c. Use keycards

d. Answerquestionsormakeanycommentstocustomersand/orclientsaboutrealestate.

5. TheOccupationalCodeseemstopermitnon-licenseestoconveyinformationthatispublishedforthepublic (e.g.,adsandbrochures).However,Companypolicyforbidsnon-licenseestoverballycommunicateany information.Theymaypassoutbrochuresorotherpromotionalmaterials.

6. Non-licensedassistantsmaynotusetheMLSbyusinglicenseecodes.

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PERSONAL SALES AND PURCHASES• Allagentswillbeallowedtobuyandselloneprincipalresidenceduringeachcalendaryearperiod(totaloftwo transactions),wheretheCompanywillwaiveallbut$500(ononeside)and/orcredititsshareoftherealestate commissionontheapplicablesideofthetransactions(i.e.ListingorSellingside).

• Anassociatemustdiscloseintheoffertopurchasethathe/sheisalicensedrealestateagentworkingforthe Company.

State of Michigan - Licensing & Regulation Law/Rules:

Rule 319 (2) & (4): Licensee selling property he/she owns (or has an interest in) requires disclosure to purchaser.

(2) Licensee selling property other than their principal interest in: a. Is considered a vocation b. Must go through a broker

(3) Licensee selling property he/she owns or has an interest in: a. Disclose ownership or interest b. Disclose the fact that they are licensed c. Must be in writing d. Disclosure must be before offer to purchase is signed e. Department may request satisfactory written proof.

Otherstipulationsinclude:

• Theagenthasbeenwiththecompanyforaminimumofsixmonthsactinginthecapacityofasalesperson.

• Agent’scompanydollarcontributionmustbeaminimumof$10,000duringtheprevioustwelve(12)months fromthedateofclosing.(CompanydollaristheincomeretainedbytheCompanyaftertheassociate’s commission,MLSanderrorsandomissionfeesarededucted).

• Agentswillbechargedaprocessing/closingfeeof$500.00pertransactionwherefeeshavebeenwaived.

• AnyandallsuchtransactionsmusthavepriorapprovalofthePresidentorsupervisingbroker.

• Agentmustbeassociatedwiththecompanyinthecapacityofasalespersonatthetimeoftheclosing.

• Allpersonaltransactionsshallberunthroughthecompanyandprocessedthroughtheclosingdepartment.

• Alltransactionsmustbeclosedinaccordancewithcompanypolicyinasmuchasanauthorizedcompany representativewillreviewthefile,andadetailedfolderonthetransactionwillbekeptonfilewiththecompany.

• Inthecaseofpersonalpurchasesofanon-listproperty,alistingcontractshouldaccompanythebuy/sell agreement.Thisisrecommendedtoprotecttheagentaswellasthecompany.

• PropertypurchasedislimitedtoResidentialZonedonly.

• Ifanytransactionresultsinaproblem,thatis,requiringlegaldefenseonbehalfofthecompany,allcosts incurredforsuchdefensewillbebornebytheagent.Thesamepolicywillapplytoanyjudgmentsagainstthe companyasaresultofaparticulartransaction.Thisisregardlessofwhetherornottheagentisassociatedwith thecompanyatthetime.

• Thispolicyislimitedtothepurchaseofanowneroccupiedresidenceonly.

• Shouldanagentpersonallypurchaseorsellpropertywithoutthecompanyknowledge,anditisbroughttolight afterthefact,thefollowingisapplicable:

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o Agentmayberequiredtopaycompany’scommissionthatwouldhavebeenearnedonthetransactionplus MLSfees,anderrorsandomissionsfees.

o Agent may be terminated.

• Shouldanagentpersonallypurchaseorsellpropertywithoutthecompanyknowledge,andalawsuitisbrought againstthecompany,thefollowingisapplicable:

o Thecompanywillfileapersonalsuitagainsttheagentforalldamagesandexpensesincurredby thecompany.

o Agent will be terminated.

• PersonalsalesandpurchasesareNOTcoveredbyE&Oinsurance.Withtheexceptionofaprimarypersonal residence and under certain conditions.

• InorderforthesaleofapersonalresidencetobecoveredbyE&Oinsurance,

1. A written property inspection report must be issued.

2. Ahomewarrantypolicypurchasedand

3. APropertyDisclosure,OwnershipInterestDisclosure,andAgency-RepresentationDisclosurearemadeto andacceptedinwritingbythepurchaserofsuchpropertypriortothedateofclosing,andanexecutedcopy ofsuchdisclosurestatementsaremadeavailabletotheE&Oproviderasapartoftheinvestigationof anyclaimthatmayresult.

Allthesedocumentsmustbeinthefile.Ourclosingbrokerswillmakecertainalltheserequirementsaremetbeforeany closing can occur.

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QUALITY SERVICE CERTIFICATION®

A. “QUALITY SERVICE CERTIFIED” DESIGNATION 1. All agents at BerkshireHathawayHomeServicesTomieRainesREALTORS®arerequiredtobeQSCcertified. Thecertificationprocessinvolvesanonlinecourse,andanexaminationadministeredontheQSCwebsite. Fullinstructionsforcompletingthiscoursewillbegiventonewagents.

2. TheQSCdesignationensuresBHHSTRclientsacertainlevelofservice.Wemakeacommitmenttoour clientstoprovidethemwithreliable,responsiveandconsistentservice,andguaranteethatcommitment inwriting.WhatdifferentiatesQualityServiceCertifiedagentsfromotheragentsisthattheyareheld accountablefortheirguaranteedserviceandagreetosubjectthemselvestoscrutinyfromtheirsellersand buyersthroughaserviceevaluationprocess.

B. CUSTOMER SATISFACTION RATING 1. Consumersareabletoselectanagentbaseduponavalidatedrecordofservicesatisfactionwithpast clients.Byvisitingwww.QualityService.orgortomieraines.com,consumerscanlocatetheCustomer SatisfactionRating(CSR)ofanyagentwhoisQualityServiceCertified.TheCSRcanhelpsellersandbuyers decidewhichagentcanbestservetheirneedsandinterestsbaseduponapastrecordofservicesatisfaction.

2. ThedatafortheCSRcomesfromreturnedserviceevaluationssenttoeverypastclientofQualityService Certifiedagents.IndependentoftheagentorBerkshireHathawayHomeServicesTomieRainesREALTORS®, theevaluationsaresent,processedandreportedbyaresearchandsurveyresourcecompany.Thisthird partyinvolvementensuresthevalidityandintegrityoftheevaluationprocedureandresults.

C. Quality Service Guarantee (see Appendices C and D)

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RELOCATION COMPANY REFERRALSINCOMING REFFERALS

A. AGENT QUALIFICATIONS AND REQUIREMENTS BerkshireHathawayHomeServicesTomieRainesREALTORS®representsthetoprelocationcompaniesinthe world.InordertobeeligibletoreceiveareferralfromourRelocationDepartmentthefollowingguidelinesapply:

1. Agentmusthaveaminimumofoneyearexperienceoronemilliondollarsinproduction.Therequirements of3rdpartycompaniesmaybedifferent.

2. AgentmusthaveademonstratedrecordofsupportingtheBerkshireHathawayHomeServices network bysendingoutgoingreferralsthroughourrelocationdepartmenttothenetwork.

3. Some3rdpartycompaniesrequirecertificationtoreceivereferrals.

4. Agentmustberated“verygoodorexcellent”onthesatisfactionreportfromthetransferee.

5. Agentagreesthatanyreferralissubjecttothetransferee’ssatisfaction.Uponthetransferee’srequest,the relocationdepartmentwillreassignthereferral.

6. Acceptanceofanyreferralprecludesthattheagentwillhavethetimeavailabletoproperlyassisttheclient. Theagentmaynotaskanotheragentto“takeover”areferral.Suchrequestsmustbereferredtothe relocationdepartmentforreassignment.

7. Communicationrequirements:Agentistocontactthetransfereethesamebusinessdaythereferralis assigned,orwithin24hoursatthelatest.Somerelocationcompaniesrequirecontactwithinonehour.

8. Agentistoinformtherelocationdepartmentimmediatelywhen:

• A listing agreement is signed

• Ahomefindingtourhasbeenset

• Alistinghasanacceptedoffer

• Abuyerhaswrittenanoffer,whichisaccepted

9. Agentagreestosubmitcopiesofrequiredreports.Thesearedueweekly,bi-monthlyormonthly.Thisreport willbeprovidedbytherelocationdepartment.Yourtimelinessinreturningtheupdateandthoroughnessin preparingthereportalongwithprovidingstatusupdatestothedepartmentdirectlyaffectsyoureligibility forfuturereferrals.

10. Inadditiontotheabove,thefollowingcriteriaforassigningreferralsapply:

• Agentfamiliaritywithtransferee’sdesiredarea

• Agentfamiliaritywithtransferee’spricerange

• Agentmatchupwithtransferee’sspecializedneeds (they are not clients until the buyer agency contract is signed and in fact may never sign one)

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RENTALS AND PROPERTY MANAGEMENTA. PROPERTY MANAGEMENT 1. TheCompanywillnotbeengagedasapropertymanager.Inquiriesaboutpropertymanagementmustbe referredtoarecognizedprofessionalpropertymanager.

B. RENTALS 1. Thecommissionforrentingpropertyisonemonth’srentpayableatthetimetheleaseissigned.Theagent(s) willreceive50%ofsaidfee.Ifthereisalistingleaseagentandanotheragentfindsatenant,the50%agent portionwillbedividedequallybetweentheagentsunlesstheyagreeinwritingtoadifferentsplit.

2. Rentallistingsaretobesubmittedtothefrontdesk.Allformsareavailableonline.Aftersubmission, agentsareresponsiblefortheirownfilesuntiltimetopendthefiletoclosing.

3. AgentsshouldturninacompletedrentalfiletotheClosingDepartmentinapendingenvelopeassoonasthe rentalcommissioncheckisreceived.Thependingenvelopeshouldcontain:

A. TheResidentialLeaseContractsignedbytheLandlordifthepropertywaslistedintheMLS.

B. AsignedLeaseBrokerageFeeAgreementifthepropertywasnotlisted.

C. ALeaseTransactionAgencyDisclosuresignedbyboththelandlordandtenant.

D. AsignedcopyoftheLeaseAgreementbetweenthelandlordandtenant.

E. AsignedcopyoftheLead-BasedPaintLandlord’sDisclosureForm.

F. CertifiedfundsfortherentalcommissionmadepayabletoBerkshireHathawayHomeServicesTomie Raines REALTORS®(Commissionreceivedbyapersonalcheckwilldelayagentcommissionby10 businessdays)

4. Theagentmustcheckwiththelocalmunicipalitytodetermineapplicablerentallicensing,feesand regulations.

C. AGENT OWNED OR MANAGED RENTALS 1. Agentswhoadvertiserentalpropertiestheyownoraremanagingmustbecarefulnottocomminglethese propertieswithCompanyproperties.AgentsmustnotuseCompanyresourcesfortheseproperties.The companywillnotruncreditreportsforagentrentals.

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SIGNSA. FOR SALE SIGNS 1. ForSalesignsareprovidedbyandinstalledbytheCompany.

a. Newlistingswillautomaticallyhaveasigninstallationorderedandthesignwillbeattheproperty withinonetotwodaysafterthelistingisenteredintheMLS.IfanagentdoesNOTwantasigninstalled onaproperty,itistheirresponsibilitytoinformGinnyReidassoonasthefileisturnedinforMLS entry.

b. WhenalistinggoestotheClosingDepartmentasapendingproperty,andtheclosingdepartmenthas reviewedthefile,aSoldriderwillbeinstalledautomatically.

c. AssociatesmayinstallOpenHouseorPriceReducedridersthemselves.

d. Signswillautomaticallyberemovedwithinafewdaysbeforeorafewdaysaftertheclosing.

e. Whenapropertyiswithdrawnorexpired,theCompanywillcontacttheagenttoconfirmwhetherornot thesignshouldberemoved.AgentsareexpectedtoconfirmthisinformationwiththeCompanywithin2 daysoftheinitialinquiry.

f. Atnotimeshouldanagentoragent’sassistantinstallorremoveasign,nameriderorsoldrider.Ifan agenthasanurgentneedforsignactivity,theagentshouldcontacttheCompany.

g. AdamagedorstolensignwillbereplacedonceatCompanyexpense.Ifanagentrequiresasecond replacementitwillbeattheagent’sexpense.

B. OPEN HOUSE SIGNS 1. TheCompanywillprovideeachagentwiththree(3)openhousesigns.Agentsareresponsibleforreturning signsforrepairorreplacementasneeded.Agentsareresponsibleforsettingupandtakingdownhis/her openhousesigns,andareexpectedtoremovethesesignsattheendoftheopenhouse.Openhousesigns leftoutovernightaftertheopenhouseorplacedadayordaysbeforethedateoftheopenhousemaybe removedbythecompanyandconfiscated.

C. DIRECTIONAL SIGNS 1. Theuseofdirectionalsignsisdiscouragedbecauseofnumerouscomplaintsandfinesfromlocal municipalities.Ifanassociatewantstouseadirectionalsign,theinstallationandcostarethatperson’s responsibility,alongwithanyfinesthatmaybeincurred.AgentsshouldcontacttheCompanytoobtaina directional sign.

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STATUS OF ASSOCIATE BROKERSAND SALES ASSOCIATESA. INDEPENDENT CONTRACTORS 1. UnlessotherwiseSPECIFICALLYprovidedinthewrittenagreementbetweentheCompanyandanyassociate brokerorsalesassociate,theseassociatesareINDEPENDENTCONTRACTORSandareNOTemployeesofthe Company.

2. TheCompanyistohaveawrittenIndependentContractorAgreementsettingforththetermsandconditions oftheassociate’srelationshipwiththeCompanybeforebeginningwork.Associatebrokersandsales associateswillnotbepaidanycommissionunlessanIndependentContractorAgreementhasbeensigned.

3. NothingcontainedinthisPolicyManualwillimpairoraffecttheindependentcontractorstatusofthe Company’sassociatebrokersorsalesassociatesretainedbytheCompanypursuanttotheIndependent Contractor Agreement.

B. AUTHORITY TO BIND COMPANY 1. NoassociatehastheauthoritytoobligateorbindtheCompanyinanywaywithoutpriorwrittenconsentof theCompany,exceptforlistingagreementsandbuyeragencycontractssignedaccordingtocompanypolicy.

2. TheDesignatedRealtororMLSsignatoriesshallhavetheauthoritytosignlistingagreementsonbehalf oftheCompany.TheselistingagreementsmustconformtotheestablishedrequirementsoftheCompany usingCompanyapprovedforms.Salesassociatesaretosignthelistingagreementstheygeneratebutitis understoodthattheagreementisnotbindingontheCompanyuntilaDesignatedBrokerhasacceptedthe agreement.

3. AllactionsofCompanyassociatesshallbeperformedonlyinaccordancewiththisPolicyManualandonly onbehalfoftheCompany.Nopersonnelshallbepermittedtosell,dealoractinanywaythatdiminishes orcompromisestheauthorityoftheCompanytosuperviseordirecttheactivitiesofsuchpersonnelin accordancewithapplicablelaw.

C. RESPONSIBILITIES OF COMPANY AGENTS 1. Agentsmustcomplywithalllawsandrulesgoverningrealestatelicensees.

2. Agentmustcomplywithalltaxandemploymentlaws.

3. AgentsmustcomplywiththeCodeofEthicsandStandardsofPracticeoftheNationalAssociationof Realtors®(seeAppendixA).

4. Agentsmustcomplywithdirectionsofsupervisorypersonnel.

5. AgentsareexpectedtobeteamplayersandexhibitaspiritofcooperationwithallotherCompanyassociates.

6. Agentswillalwaysactasaprofessional.

7. Agentswillmakefulldisclosureofagencystatus.

8. Agents will pay attention to details related to real estate transactions.

9. Agentswillproperlydocumentalltransactionsandfollowupwithclientsand/orcustomers.

10.Agentswillremaincurrentonallapplicablelaws,rulesandstandardsofpractice.

11.Agentswillalwaysrelatetocustomersandclientswiththeirbestinterestsatheart,buildingtheirtrust andconfidence.

12.Agentswillpresentthemselvesinaprofessionalmanneratalltimes.

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D. COMPENSATION OF AGENTS 1. Commissions

a. CompensationforsalesagentsandassociatebrokersisincludedintheIndependentContractor Agreements.

b. Nocopiesofthecommissionschedulearetobemadeorsharedwithothercompaniesortheiragents.

c. TheCompanyreservestherightstodeductfromacommissioncheckanyamountowedbytheAgentto

theCompany.

2. Outside Compensation

a. Salesassociatesandassociatebrokersshallnotacceptorreceivecompensationofanykindfromanyother sourcefor,orinconnectionwith,theirservicesoractivitiesasarealestatelicenseeorinconnectionwith theirdutiesandobligationsfororonbehalfoftheCompany.

3. ReferralFees

a. TotheextentthattheCompanyapproves,inwriting,theacceptanceofanyreferralorplacementof similarfees,thereshallbefulldisclosuretoallparties.

b. Allreferralfeesorco-participationagreementsbetweenCompanylicenseesmustbeinwriting.Any commissionpaidinaco-participationwillbebasedontherespectivelevelsoftheparticipants.

E. TERMINATION / DEPARTURE OF AGENTS 1. TerminationofagentsisgovernedbythetermsoftheIndependentContractorAgreement.

2. UponterminationordeparturetheagentwillimmediatelypayallsumsowedtotheCompanyandrelinquish tothecompanyallcontracts,equipment,records,files,supplies,tentsigns,referencematerial,projects, and keys.

3. Alllistingagreements,allbuyeragencyagreementsandanyotheragreementsremainthesolepropertyof theCompany.Theterminatedordepartingindividualshalltakenoactionthatmightjeopardizeorimpair theCompany’srightstothem.Allactivefilesshallbeimmediatelyidentifiedanddeliveredtoasupervisory broker(s)whoshallberesponsibleforcontactingtheclientanddesignatinganewmutuallyagreedupon designatedagentforthatclient.

4. Adepartingagentshallbeentitledtoreceivehis/herapplicablecommissionsplituponclosingofallsalesfor whichapurchaseagreementwasfullyexecutedpriortothedateoftheagent’sdepartureorterminationless a25%administrationfeetotheCompany.

5. Aterminationordepartureinitiatedbyeitherpartyshallvoidanyprizesandorbonusesthatmayhavebeen forthcomingtotheindividualhadtheterminationnottakenplace.

6. Uponterminationordepartureanduponaclient’swrittenrequesttheCompanywillreleaselisting contractsandbuyeragencycontractssubjecttoa30%referralfeetotheCompany.

7. TerminatingordepartingagentsarerequiredtomeetpersonallywithDebbieBarnetttoprocesstheir departure.

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E-MAIL POLICYItisthepolicyofBerkshiteHathawayHomeServicesTomieRainesREALTORS®thatagentswillusetheirtomieraines.come-mailaddressforconductingtheirrealestatebusiness.Inaddition,thecompanywillnotallowanagent’stomieraines.comacocunttobeforwardedtoanyothere-mailaccount.

ThereasonforthispolicyisinregardtotherelativeeaseofhackersgainingaccesstoaccountsonAOL,Yahooandg-mailetc.FraudshavebeenreportedinMichiganwherehackersgainedaccesstoanagent’saccount,pretendedtobetheclient’sagent,andsentfalsewiringinstructions.ThishashappenedtoaBHHSTRagentaswell.Tomieraines.comhasahighlevelofsecurityandwefeelouragentsandthecompanyneedthiskindofprotection.

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SOCIAL MEDIA POLICY AND GUIDELINESOVERVIEWIntroductionHereistheofficialpolicyandguidelinesforusingSocialMediaatBerkshireHathawayHomeServicesTomieRainesREALTORS®.Asyouknow,SocialMediacontinuestoevolveeachandeveryday–andthispolicyandtheseguidelinesmayevolverightalongwithit–sopleasemakesuretocheckbackperiodicallyforupdates!Herewego.

What is Social Media?“Socialmedia”includesblogs,wikis,socialnetworks,virtualworldsorothermediayettobeidentifiedorcreatedandthatareusedtoconnectyouwiththerestoftheworld.

What does this Policy and Guidelines cover?• ThePolicyandGuidelinescoveranyuseofsocialmediaifyouareanemployee,agent,orindependentcontractor ofBerkshireHathawayHomeServicesTomieRainesREALTORS®andengageonsocialmediasitesfor professionalpurposes.Tobeclear,ifauseofsocialmediaconstitutesauseforprofessionalpurposes, thatusemustadheretoboththePolicyandtheGuidelines!

• Theguidelinescoveruseofsocialmediaifyouareanemployee,agent,orindependentcontractorofBerkshire HathawayHomeServicesTomieRainesREALTORS®andengageonsocialmediasitesforpersonalpurposes. Thecompanystronglyrecommendsfollowingtheseguidelineswhenusinganysocialmediasite.

Why do we have this Policy and Guidelines?GiventheviralnatureoftheInternet,communicationscanbesentfarandwide(andquickly)withoutanyrevieworconsideration by BerkshireHathawayHomeServicesTomieRainesREALTORS®.

Wesupporttheusageofsocialmediabyouremployees,agentsorindependentcontractorsofBerkshireHathawayHomeServices Tomie Raines REALTORS®butweexpectthateachandeveryemployee,agentorindependentcontractorisresponsiblefortheirowncommunications.Ifyouengageinuseofsocialmediaforprofessionalpurposes,weexpectthatyouwilladheretotheseguidelines.

ThegoaloftheseGuidelinesistoassisteveryonewiththeproperandpositiveusageofsocialmediaandtohelpprotect thecompanyandouremployees,agentsorindependentcontractorsfromtherisksofusingsocialmedia.

Questions.Ifyouhaveanyquestionsorcommentsontheseguidelinesorwouldlikeanyadditionalinformationonthesetopics,pleasecontact:DebbieBarnett.

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SOCIAL MEDIA POLICY FOR Berkshire Hathaway HomeServices Tomie Raines REALTORS®

IntroductionAswenotedabove,BHHSTRrecognizestheimportantopportunitiesaffordedbysocialmediasitesandweencourageouremployees,agentsandindependentcontractorstoparticipateinthisConversationAge.Thatsaid,therearesomeuniquechallengestotheemergingsocialmediasitesandthecompanyhopestoprotectbothyouandthecompanybyimplementingthispolicy.

BackgroundWeviewouremployees,agentsorindependentcontractorsasrepresentativesofBerkshireHathawayHomeServicesTomie Raines REALTORS®.Assuch,andjustasinyourdailylives,weaskthatyoucontinuetoholdyourselvesoutinthecontextofsocialmediasitesinaprofessionalmannerthatisreflectiveofourbrandandourreputation.

ItisimportanttounderstandthatanymentionorconnectiontoBHHSTRonsocialmediasites(includingidentifyingBerkshireHathawayHomeServicesTomieRainesREALTORS®asyouremployer)arereflectiveofbothyouasanindividualandBHHSTRasanorganization.

Infact,anymentionorconnectiontoBerkshireHathawayHomeServicesTomieRainesREALTORS® on social media sitesmaycreaterisktothecompanyand,therefore,thoseusesofsocialmediaaresubjecttoboththispolicyandtheguidelines below.

Policy• Nocommunicationsonsocialmediasitesshouldbemadeasthoughthecommunicationsare“official”statements ofBHHSTRwithoutthepriorwrittenauthorizationofBHHSTR.

• AnymentionofBHHSTRmustadheretothebrandguidelinesincludingusagesoftrademarksandlogos.

• Ifyouincorporateatrademarkintoausernamewithanysocialmediasite(includingtwitterhandles,Facebook pages,etc.),pleaserememberthatthecompanyownsthosesitesandthosesitesmustbeapprovedby DebbieBarnett.

• AllpoliciesandproceduressetforthintheBerkshireHathawayHomeServicesTomieRainesREALTORS® ITPolicyonInternetorDeviceremainineffect.Pleasereviewthoseprocedures.

• AllpoliciesandproceduressetforthintheBerkshireHathawayHomeServicesTomieRainesREALTORS® Employee,AgentorIndependentContractorContract[andanyCodeofConduct]remainineffect. Pleasereviewthoseprocedures.

Managing Social Media SitesInordertoassistinourmanagementoftheuseofsocialmediabyouragents,employeesorindependentcontractorsandsomeoftherisksassociatedwiththatuse,pleasesubmitalistofsocialmediasitesthatyouarecurrentlyusingforprofessionalpurposestothefollowing:DebbieBarnett.

Impact from Social Media PolicyFailuretofollowthePolicyandGuidelineswhenengagedinsocialmediaforprofessionalpurposesmayresultindisciplinaryactionorinterminationofarelationship.

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SOCIAL MEDIA GUIDELINES FOR BERKSHIRE HATHAWAY HOMESERVICES TOMIE RAINES REALTORS®.EmergingOnlineEtiquette.Whenusingorengaginginsocialmedia,pleasefollowthesesimplerulesofconduct:

• BeTruthful.Alwayscommunicatefactsthataretrue.Ifyouarenotsureifsomethingistrueornot,donotwrite itasthoughitistrue!Itisokaytowriteopinions,butmakesurethatyouropinionisNOTcommunicatedas afact.

• BePositive.Ifyoudonothavesomethingnicetosay,thinktwicebeforeyousayit.

• Be“ShortandSweet”.Ifyouwantsomeonetoreadyourmessage,gettothepointandquickly!

• BeUptoDate.Manyreadersareinterestedinlearningsomething.Beasourceofinformation,butmakeitnew andfresh!

• BeHonest.Ifyouarewritingaboutaproductorservices,discloseanyrelationshipwiththecompanyoffering thatproductorservice(includingfinancialorotherwise)thatmayinfluenceanystatementsaboutthatcompany.

• BeYourself.Donotfalselyimpersonateanyone.

• Knowyouraudience.Considertheappropriatenessofyourmessages(includingphotos)–especiallyifthereare minorsthatcanaccessyourinformation.

• Writewhatyouknow.Thisistheclassicwriter’stip–thereisareasonitisclassic.

• Usingproperspellingandgrammar.Eventhoughuseofabbreviationsintextingandvariousformsofsocial mediaiswidespread,werecommendusingproperspellingandgrammarinallprofessionalmessages.

• CorrectYourMistakes.Ifyoumakeamistake,makesuretoprintaretractionorcorrectiontoyourmessage. Ifyoutrytocorrectsomeoneelse’smistake,considersendingthemadirectmessageratherthanapublicnote. Itisbothpoliteandavoidsanyembarrassmentincaseyourcorrectionisinaccurate.

• Quality,notQuantity.Itishardforareadertoabsorbmultiplemessagesinarow.Considerspreadingoutyour messagestogivereaderssufficienttimetoreflectonyourmessage.

• NoIllicitStatements.Itshouldgowithoutsaying,butnomessagesshouldcontainstatementsthatareunlawful, threatening,abusive,libelous,defamatory,obscene,vulgar,pornographic,gambling-related,drug-related, alcohol-related,profane,racist,sexuallyexplicitorindecent.

• REMEMBERTHEGOLDENRULE:Dountoothersasyouwouldhavethemdountoyou!

• ALWAYSTRUSTYOURINSTINCTS:Ifsomethingtellsyouthatyoushouldnotwriteit,don’torconsultsomeone beforeyoudo!

• WOULDYOUSAYTHATTOYOURMOTHER!:Agoodruleofthumbistoassumethatifyouwriteit,everyonein theworldcanreaditandthatincludesyourfamilyandprofessionalcontacts!

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Other Important Considerations. • EverythingcanbeusedagainstyouinaCourtofLaw.AssumethateverythinglastsforeverontheInternetand itcancomebacktohauntyou.

• KnowyourCodeofEthics–DONOTDISCLOSECONFIDENTIALINFORMATION!Realestateagentsarerequired tofollowcertainethicalguidelinesincludingthedisclosureofconfidentialinformationoftheirclients.Consider thatinformationpassedthroughthirdpartyemailsystemssuchasgmail,yahooorhotmailaccountsmaynotbe consideredconfidential.

• KnowyourFederalandLocalLaws.Therearefederalandstatelawsthatgoverntherealestateindustry.You couldbeheldresponsibleformessagesthatviolatetheselaws.Threeimportantlawsyoushouldknow:the FederalTradeCommission(FTC)AdvertisingLaws,FairHousingStatutesandPrivacyLaws.Forcopiesofthese laws,pleasecontactDebbieBarnett.

• UsageofTrademarksandCopyrights.DonotuseanytrademarksorcopyrightsofBerkshireHathaway HomeServices Tomie Raines REALTORS®unlessyouhavebeenspecificallyauthorizedtodosoby DebbieBarnett.Ifyouuseanythirdpartytrademarksorcopyrightedmaterials,pleaseremembertogive propercreditorprovidealinktoasiteifthematerialswereavailableon-line.

• UseDisclaimers.Pleaseplacethefollowingdisclaimeronallsocialmediasitesthatarenotusedfor professionalpurposes.

The views expressed herein are my personal views and do not reflect the views of Berkshire Hathaway

HomeServices Tomie Raines REALTORS®.

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POPULAR SOCIAL MEDIA SITESSPECIFIC TIPS FOR USE

Major Social Media SitesLinkedIn.com. LinkedInisabusiness-orientedsocialnetworkingwebsitemainlyusedforprofessionalconnections.LinkedInTips:

• Considerwhetheryoushouldrequestrecommendationsfrompeopleandwhetheryoushouldgive recommendations.

• Obtainconsentfromanyonegivingarecommendationbeforeusingthatrecommendationinany othermanner.

Twitter.com. Twitterisaninternational,real-timeshort(140characters)messagingservice.TwitterTips:

• Considerthequalityandquantityofyourtweeting.

• Identifyaqualitygroupoffollowersratherthanpurequantityoffollowers.

• Considerusingdirectmessagingtoaskotherstocorrectmistakes.

• Doconsiderthankingsomeoneforafollow,butdonotdoanautoreply.

Facebook.com. Facebookisasocialnetworkingwebsitewhereuserscanadd“friends”andsendthemmessages,andupdatetheirpersonalprofilestonotifyfriendsaboutthemselves.FacebookTips:

• Considerhidingunwantedfriendsfromyournewsfeedratherthan“de-friending”.

• Considerprivacysettings,butrealizethatitmaynotpreventuseofthatinformationinacourtcase.

• Considersettingprivacysettingstoblockuseofyourimagesfromadvertisements. • Consider registering a username.

Social Bookmarking SitesDelicious.com. Digg.com.Diigo.com(previouslyFurl.com).Reddit. Mixx. GBookmarks.MSNLive.Y!Bookmark.

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TEAMS 1. AgentsmustcontactmanagementbeforeconsideringteamingupwithotherBHHSTRagentsoremployees.

2. ExistingteamsmustalsocontactmanagementpriortocontactinganotherBHHSTRagentoremployee regardingjoiningateam.

3. IfateamcontactsaBHHSTRagentoremployeeregardingjoiningtheirteampriortoreceivingmanagement consent,theywillbesubjecttoimmediatetermination.

4. Iftwoormoreagentsformateamoranexistingteamaddsamember(withmanagementconsent)all commissionagreementswillbereviewedandwillbesubjecttochange.

TRANSACTIONSA. HANDLING OFFERS AND COUNTER OFFERS 1. All agreements between buyer and seller must be in writing.

2. Theagentshallpromptlydeliverallwrittenoffersandcounterofferstotherespectiveparties,inaccordance withMichiganlicenselaw,soundbusinesspractice,andthedirectiveoftheclient,ifsuchdirectioniswithin Michiganlaw.“Promptly”isdefinedasthetimewhentheclientisfirstavailableforpresentationandshall notbeattheconvenienceofthelicensee.

3. Ifanagentcannotmeetthetimeframesetbytheseller,theagentwillarrangeforanotheragenttopresent theoffer.

4. Alloffersandcounterofferswillbepresentedtothepartiesinperson.Intheeventapartyisoutoftown, theofferorcounterofferwillbefaxedoremailedtothemandthenreviewedwiththeagent.

5. Intheeventofmultipleoffers,oneofwhichwaswrittenbythelistingagent,thelistingagentmayaska manageroranotherbrokerinthecompanytopresentalloftheoffers.

6. Alldocumentsmustbesignedandacceptedbyallpartiestothetransaction.

7. Allcounteroffersmustbesignedbyallpartiesre:“bottomlined”beforeapropertyisconsidered“sold.”The sellerhastheright(accordingtotheGLARcounterofferformcurrentlyinuse)toacceptanyotherofferor counterofferpriortosigningtheacknowledgmentofreceiptofthebuyer’sacceptance.

8. TheformstobeusedbyalllicenseesshallbelimitedtothoseprovidedbyBerkshireHathaway HomeServices Tomie Raines REALTORS®,andotherformspre-approvedbymanagement.

9. Anewagentshouldwriteoffersand/orcounteroffersunderthedirectionofhis/hermanagerand managementmustreviewalldocuments.(Aphonereviewwillsuffice.)Thedirectionofthementoror manageristobeusedwheneveranofferorcounterofferistobepresented.

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B. MULTIPLE OFFERS 1. TheCodeofEthicsclearlystatesthatwehaveanobligationtobehonestandfairtoallparties.AListing Agentinamultipleoffersituationshouldreviewwithmanagementandfollowthefollowingsteps:

a. Agentsmustnotifyallparties(agents,buyersandsellers)thattherearemultipleoffersandencourage buyerstowritetheirbestofferandthatallofferswillbepresentedatthesametime(andgivethetime).

b. Intheeventthatthelistingagentwritesanofferonhis/herownlisting,theoffercanbepresentedbya BerkshireHathawayHomeServicesTomieRainesREALTORS® broker.

c. NotifyallpartiesthattheSELLERwillchoosetheofferhe/shedesirestoworkwith.

d. TheCompanypolicyistorecommendtothesellerthatonlyoneofferbecounteredatatimewithashort responsetime.Atimeforresponsemustbeincludedonallcounteroffers.Ifthefirstchosenofferdoes notworkout,thenproceedwiththenextchosenoffer.(Notifyinwritingthatthefirstcounteroffer isnullandvoid.)Ifmorethanoneofferiscounteredatthesametime,oneoffermustbecounteredas theprimaryofferandtheotheroffersaretobecounteredasfirstbackup,secondbackup,etc.

e. Agentsneedtocommunicatewithotheragentstheimportanceofbeingaccessibleforcounteroffersand havebuyerspreparedtorespondinatimelymanner.

f. Alloffersmusthavethefinalsignatureonpage8ofthePurchaseAgreement(oronpage2ofthe PurchaseAgreement-ResponseForm)tobebinding.Itisrecommendedthatlanguagebeplacedin thecounteroffertoreferencetheverbiageinparagraph34ofthePurchaseAgreement (orparagraph6ofthePurchaseAgreement-ResponseForm).Suggestedlanguageis:“Thelanguage belowinparagraph34(orparagraph6)isinfullforce.Buyer’sacceptanceofanycounteroffer madebythesellerwillbebindingontheSellerONLYwhenandiftheSellersignsbelow acknowledgingreceiptbySelleroftheBuyer’sacceptanceoftheSeller’scounteroffer.If theSellerreceivesmultipleoffersormultipleacceptencesofcounterofferspriortowritten acknowledgmentbytheSellerofBuyer’sacceptanceofcounteroffer,Sellerwillbeentitledto chooseconclusivelythetransactionbywhichtheSellerwillbebound.”Toensureunderstandingof this,itissuggestedthattheBuyerinitialnexttothislanguageonthecounteroffer.

2. Sellingagentinamultipleoffersituation

a. Reviewwithmanagement.

b. Theagentmustnotifythepurchaserthattherearemultipleoffersandencouragethebuyertowritehis/ herbestoffer.

c. Inordertopresentastrongoffer,itisrecommendedthatagentsshouldincludeapre-approvalletteror pre-qualificationletterandinformationonthebuyer.

d. AskthelistingagentifyoucanpresentyouroffertotheSeller.

e. Agentsneedtocommunicatewiththeirbuyerstheimportanceofbeingaccessibleforcounteroffersand havethebuyerspreparedtorespondinatimelymanner.

f. Alloffersmusthavethefinalsignatureonthebottomofpage8,tobebinding.Thesellingagent needstobepersistentwiththelistingagentinobtainingthosefinalsignatures.

C. FUNDS HELD IN ESCROW 1. Itispreferablethatthetitlecompanyhandlingtheclosingholdthefundsinescrow.

2. FundsaretobeheldinescrowbytheCompanyifthereistobeanescrowagreementsignedbyallparties andapprovedbythelender.Thisagreementmustincludeallthetermsandconditionsagreedtobythe partiesincludingtheenddateandtowhomthefundswillbedisbursedattheenddate.

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D. RECOMMENDATIONS FOR TITLE EVIDENCE AND LEGAL ADVICE 1. Agentsshallrecommendtothepurchaserthatatitleorownertitlepolicy(withoutstandardexceptions)in theamountofthepurchasepricebefurnishedtothepurchaserbythesellerandissuedorcertifiedthrough therecordingofthedeed.

2. Agentsshallrecommendtothepurchaserthatanattorneyberetainedbythepurchasertopassuponthe marketabilityofthetitletothepropertyinvolved,andtoascertainwhetherornottherehasbeenadherence tothedetailsinthepurchase.

E. RECOMMENDATIONS FOR OTHER PROFESSIONAL ADVICE 1. Eachagentwillrecommendthatapurchaserobtainaprofessionalpropertyinspection,andtheseller disclosurestatementmustbepresentedandsigned.Thelicenseemayprovidealistofinspectorsand attorneysthatotherbuyershaveliked.Morethanoneindividualshouldbeprovidedineachcategory.

2. Eachlicenseewillbringtothepurchaser’sattentiontheadvantageofhavingthefollowinginspections (whenapplicable):

a. Well/septic,unlessinacountythatrequiressellertohandlethis(alllendersdonotrequire theseinspections)

b. Lead based paint

c. Radon

d. Pest

e. Stake survey or mortgage reports

f. Mold

g. AirQuality

3. Agentsaretopresent,explainandhavesignedbyallbuyerstheformtitled,BerkshireHathaway HomeServices Tomie Raines REALTORS®,RecommendationstoallBuyers.

4. Agentswillnotgiveanyadviceastothematterslistedabovenorwillanyagentindicatethatthepurchaser doesnotneedanyprofessionalguidance,inspectionsortests.

5. EachAgentwillexplainandoffertheTomieRainesHomeWarrantytobothsellersandpurchasers.

VACATIONS AND OTHER ABSENCES 1. Forplannedabsences,aDesignatedAgentshallarrangeforanotheragentintheofficetohandletheirfiles.If actionisrequiredonthosefilesduringtheagent’sabsence,itshallbetheresponsibilityofthe“fill-in”agent tohavetheclientsignanaddendumestablishingthatthe“fill-in”agentisactingasanotherdesignatedagent fortheclient.

2. Clientmattersthatariseduringunplannedabsencesshouldbereferredtothesupervisorybroker(s)who shallhavetheauthoritytoarrangeforanotheragentto“fill-in”asaDesignatedAgent.

3. Agentswillnotifyreceptionist/frontdeskoftheirupcomingabsenceandoftheagentwhowillbehandling theirfiles.

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APPENDIX ACode of Ethics and Standards of Practiceof the NATIONAL ASSOCIATION OF REALTORS®

Effective January 1, 2014

WherethewordREALTORS®isusedinthisCodeandPreamble,itshallbedeemedtoincludeREALTOR-ASSOCIATE®s.

WhiletheCodeofEthicsestablishesobligationsthatmaybehigherthanthosemandatedbylaw,inanyinstancewheretheCodeofEthicsandthelawconflict,theobligationsofthelawmusttakeprecedence.

PreambleUnderallistheland.Uponitswiseutilizationandwidelyallocatedownershipdependthesurvivalandgrowthoffreeinstitutionsandofourcivilization.REALTORS®shouldrecognizethattheinterestsofthenationanditscitizensrequirethehighestandbestuseofthelandandthewidestdistributionoflandownership.Theyrequirethecreationofadequatehousing,thebuildingoffunctioningcities,thedevelopmentofproductiveindustriesandfarms,andthepreservationofahealthfulenvironment.

Suchinterestsimposeobligationsbeyondthoseofordinarycommerce.TheyimposegravesocialresponsibilityandapatrioticdutytowhichREALTORS®shoulddedicatethemselves,andforwhichtheyshouldbediligentinpreparingthemselves.REALTORS®,therefore,arezealoustomaintainandimprovethestandardsoftheircallingandsharewiththeirfellowREALTORS®acommonresponsibilityforitsintegrityandhonor.

Inrecognitionandappreciationoftheirobligationstoclients,customers,thepublic,andeachother,REALTORS® continuouslystrivetobecomeandremaininformedonissuesaffectingrealestateand,asknowledgeableprofessionals,theywillinglysharethefruitoftheirexperienceandstudywithothers.Theyidentifyandtakesteps,throughenforcementofthisCodeofEthicsandbyassistingappropriateregulatorybodies,toeliminatepracticeswhichmaydamagethepublicorwhichmightdiscreditorbringdishonortotherealestateprofession.REALTORS® havingdirectpersonalknowledgeofconductthatmayviolatetheCodeofEthicsinvolvingmisappropriationofclientorcustomerfundsorproperty,willfuldiscrimination,orfraudresultinginsubstantialeconomicharm,bringsuchmatterstotheattentionoftheappropriateBoardorAssociationofREALTORS®. (Amended 1/00)

Realizingthatcooperationwithotherrealestateprofessionalspromotesthebestinterestsofthosewhoutilizetheirservices, REALTORS®urgeexclusiverepresentationofclients;donotattempttogainanyunfairadvantageovertheircompetitors;andtheyrefrainfrommakingunsolicitedcommentsaboutotherpractitioners.Ininstanceswheretheiropinionissought,orwhereREALTORS®believethatcommentisnecessary,theiropinionisofferedinanobjective,professionalmanner,uninfluencedbyanypersonalmotivationorpotentialadvantageorgain.

ThetermREALTOR®hascometoconnotecompetency,fairness,andhighintegrityresultingfromadherencetoaloftyidealofmoralconductinbusinessrelations.Noinducementofprofitandnoinstructionfromclientsevercanjustifydeparturefromthisideal.

Intheinterpretationofthisobligation,REALTORS®cantakenosaferguidethanthatwhichhasbeenhandeddownthroughthecenturies,embodiedintheGoldenRule,“Whatsoeveryewouldthatothersshoulddotoyou,doyeevensotothem.”

Acceptingthisstandardastheirown,REALTORS®pledgetoobserveitsspiritinalloftheiractivitieswhetherconductedpersonally,throughassociatesorothers,orviatechnologicalmeans,andtoconducttheirbusinessinaccordancewiththetenetssetforthbelow. (Amended 1/07)

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Duties to Clients and Customers

Article 1Whenrepresentingabuyer,seller,landlord,tenant,orotherclientasanagent,REALTORS®pledgethemselvestoprotectandpromotetheinterestsoftheirclient.Thisobligationtotheclientisprimary,butitdoesnotrelieveREALTORS®oftheirobligationtotreatallpartieshonestly.Whenservingabuyer,seller,landlord,tenantorotherparty in a non-agency capacity, REALTORS®remainobligatedtotreatallpartieshonestly.(Amended 1/01)

• Standard of Practice 1-1 REALTORS®,whenactingasprincipalsinarealestatetransaction,remainobligatedbythedutiesimposedby theCodeofEthics.(Amended 1/93)

• Standard of Practice 1-2 ThedutiesimposedbytheCodeofEthicsencompassallrealestate-relatedactivitiesandtransactionswhether conductedinperson,electronically,orthroughanyothermeans.

ThedutiestheCodeofEthicsimposesareapplicablewhetherREALTORS® are acting as agents or in legally recognizednon-agencycapacitiesexceptthatanydutyimposedexclusivelyonagentsbylaworregulationshall notbeimposedbythisCodeofEthicsonREALTORS® acting in non-agency capacities.

AsusedinthisCodeofEthics,“client”meanstheperson(s)orentity(ies)withwhomaREALTOR® or a REALTOR®’sfirmhasanagencyorlegallyrecognizednon-agencyrelationship;“customer”meansapartyto arealestatetransactionwhoreceivesinformation,services,orbenefitsbuthasnocontractualrelationship withtheREALTOR®ortheREALTOR®’sfirm;“prospect”meansapurchaser,seller,tenant,orlandlordwho isnotsubjecttoarepresentationrelationshipwiththeREALTOR® or REALTOR®’sfirm;“agent”meansareal estatelicensee(includingbrokersandsalesassociates)actinginanagencyrelationshipasdefinedbystatelaw orregulation;and“broker”meansarealestatelicensee(includingbrokersandsalesassociates)actingas anagentorinalegallyrecognizednon-agencycapacity. (Adopted 1/95, Amended 1/07)

• Standard of Practice 1-3 REALTORS®,inattemptingtosecurealisting,shallnotdeliberatelymisleadtheownerastomarketvalue.

• Standard of Practice 1-4 REALTORS®,whenseekingtobecomeabuyer/tenantrepresentative,shallnotmisleadbuyersortenantsasto savingsorotherbenefitsthatmightberealizedthroughuseoftheREALTOR®’s services. (Amended 1/93)

• Standard of Practice 1-5 REALTORS®mayrepresenttheseller/landlordandbuyer/tenantinthesametransactiononlyafterfull disclosuretoandwithinformedconsentofbothparties.(Adopted 1/93)

• Standard of Practice 1-6 REALTORS®shallsubmitoffersandcounter-offersobjectivelyandasquicklyaspossible. (Adopted 1/93, Amended 1/95)

• Standard of Practice 1-7 Whenactingaslistingbrokers,REALTORS®shallcontinuetosubmittotheseller/landlordalloffersand counter-offersuntilclosingorexecutionofaleaseunlesstheseller/landlordhaswaivedthisobligationin writing. REALTORS®shallnotbeobligatedtocontinuetomarketthepropertyafteranofferhasbeenaccepted bytheseller/landlord.REALTORS®shallrecommendthatsellers/landlordsobtaintheadviceoflegal counselpriortoacceptanceofasubsequentofferexceptwheretheacceptanceiscontingentonthetermination ofthepre-existingpurchasecontractorlease.(Amended 1/93)

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• Standard of Practice 1-8 REALTORS®,actingasagentsorbrokersofbuyers/tenants,shallsubmittobuyers/tenantsalloffersand counter-offersuntilacceptancebuthavenoobligationtocontinuetoshowpropertiestotheirclientsafter anofferhasbeenacceptedunlessotherwiseagreedinwriting.REALTORS®,actingasagentsorbrokersof buyers/tenants,shallrecommendthatbuyers/tenantsobtaintheadviceoflegalcounselifthereisaquestion astowhetherapre-existingcontracthasbeenterminated.(Adopted 1/93, Amended 1/99)

• Standard of Practice 1-9 TheobligationofREALTORS®topreserveconfidentialinformation(asdefinedbystatelaw)providedby theirclientsinthecourseofanyagencyrelationshipornon-agencyrelationshiprecognizedbylawcontinues afterterminationofagencyrelationshipsoranynon-agencyrelationshipsrecognizedbylaw.REALTORS®shall notknowingly,duringorfollowingtheterminationofprofessionalrelationshipswiththeirclients:

1) revealconfidentialinformationofclients;or

2) useconfidentialinformationofclientstothedisadvantageofclients;or

3) useconfidentialinformationofclientsfortheREALTOR®’sadvantageortheadvantageofthirdparties unless:

a. clientsconsentafterfulldisclosure;or

b. REALTORS®arerequiredbycourtorder;or

c. itistheintentionofaclienttocommitacrimeandtheinformationisnecessarytopreventthecrime;or

d. itisnecessarytodefendaREALTOR®ortheREALTOR®’s employees or associates against an accusationofwrongfulconduct.

InformationconcerninglatentmaterialdefectsisnotconsideredconfidentialinformationunderthisCodeof Ethics.(Adopted 1/93, Amended 1/01)

• Standard of Practice 1-10 REALTORS®shall,consistentwiththetermsandconditionsoftheirrealestatelicensureandtheirproperty managementagreement,competentlymanagethepropertyofclientswithdueregardfortherights,safetyand healthoftenantsandotherslawfullyonthepremises.(Adopted 1/95, Amended 1/00)

• Standard of Practice 1-11 REALTORS®whoareemployedtomaintainormanageaclient’spropertyshallexerciseduediligenceandmake reasonableeffortstoprotectitagainstreasonablyforeseeablecontingenciesandlosses.(Adopted 1/95)

• Standard of Practice 1-12 Whenenteringintolistingcontracts,REALTORS®mustadvisesellers/landlordsof:

1) theREALTOR®’scompanypoliciesregardingcooperationandtheamount(s)ofanycompensationthatwill beofferedtosubagents,buyer/tenantagents,and/orbrokersactinginlegallyrecognizednon-agency capacities;

2) thefactthatbuyer/tenantagentsorbrokers,evenifcompensatedbylistingbrokers,orbysellers/landlords mayrepresenttheinterestsofbuyers/tenants;and

3) anypotentialforlistingbrokerstoactasdiscloseddualagents,e.g.,buyer/tenantagents. (Adopted 1/93, Renumbered 1/98, Amended 1/03)

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• Standard of Practice 1-13 Whenenteringintobuyer/tenantagreements,REALTORS®mustadvisepotentialclientsof:

1) theREALTOR®’scompanypoliciesregardingcooperation;

2) theamountofcompensationtobepaidbytheclient;

3) thepotentialforadditionaloroffsettingcompensationfromotherbrokers,fromthesellerorlandlord,or fromotherparties;

4) anypotentialforthebuyer/tenantrepresentativetoactasadiscloseddualagent,e.g.,listingbroker, subagent, landlord’s agent, etc., and

5) thepossibilitythatsellersorsellers’representativesmaynottreattheexistence,terms,orconditionsof offersasconfidentialunlessconfidentialityisrequiredbylaw,regulation,orbyanyconfidentiality agreementbetweentheparties.(Adopted 1/93, Renumbered 1/98, Amended 1/06)

• Standard of Practice 1-14 Feesforpreparingappraisalsorothervaluationsshallnotbecontingentupontheamountoftheappraisalor valuation. (Adopted 1/02)

• Standard of Practice 1-15 REALTORS®,inresponsetoinquiriesfrombuyersorcooperatingbrokersshall,withthesellers’approval, disclosetheexistenceofoffersontheproperty.Wheredisclosureisauthorized,REALTORS®shallalsodisclose, ifasked,whetherofferswereobtainedbythelistinglicensee,anotherlicenseeinthelistingfirm,orbya cooperating broker. (Adopted 1/03, Amended 1/09)

• Standard of Practice 1-16 REALTORS®shallnotaccessoruse,orpermitorenableotherstoaccessoruse,listedormanagedpropertyon termsorconditionsotherthanthoseauthorizedbytheownerorseller. (Adopted 1/12)

Article 2REALTORS®shallavoidexaggeration,misrepresentation,orconcealmentofpertinentfactsrelatingtothepropertyorthetransaction.REALTORS®shallnot,however,beobligatedtodiscoverlatentdefectsintheproperty,toadviseonmattersoutsidethescopeoftheirrealestatelicense,ortodisclosefactswhichareconfidentialunderthescopeofagencyornon-agencyrelationshipsasdefinedbystatelaw.(Amended 1/00)

• Standard of Practice 2-1 REALTORS®shallonlybeobligatedtodiscoveranddiscloseadversefactorsreasonablyapparenttosomeone withexpertiseinthoseareasrequiredbytheirrealestatelicensingauthority.Article2doesnotimposeupon theREALTOR®theobligationofexpertiseinotherprofessionalortechnicaldisciplines.(Amended 1/96)

• Standard of Practice 2-2 (Renumbered as Standard of Practice 1-12 1/98)

• Standard of Practice 2-3 (Renumbered as Standard of Practice 1-13 1/98)

• Standard of Practice 2-4 REALTORS®shallnotbepartiestothenamingofafalseconsiderationinanydocument,unlessitbethenaming ofanobviouslynominalconsideration.

• Standard of Practice 2-5 Factorsdefinedas“non-material”bylaworregulationorwhichareexpresslyreferencedinlaworregulationas notbeingsubjecttodisclosureareconsiderednot“pertinent”forpurposesofArticle2.(Adopted 1/93)

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Article 3REALTORS®shallcooperatewithotherbrokersexceptwhencooperationisnotintheclient’sbestinterest.Theobligationtocooperatedoesnotincludetheobligationtosharecommissions,fees,ortootherwisecompensateanotherbroker.(Amended 1/95)

• Standard of Practice 3-1 REALTORS®,actingasexclusiveagentsorbrokersofsellers/landlords,establishthetermsandconditionsof offerstocooperate.Unlessexpresslyindicatedinofferstocooperate,cooperatingbrokersmaynotassumethat theofferofcooperationincludesanofferofcompensation.Termsofcompensation,ifany,shallbeascertained bycooperatingbrokersbeforebeginningeffortstoaccepttheofferofcooperation.(Amended 1/99)

• Standard of Practice 3-2 AnychangeincompensationofferedforcooperativeservicesmustbecommunicatedtotheotherREALTOR® priortothetimethatREALTOR®submitsanoffertopurchase/leasetheproperty.AfteraREALTOR®has submittedanoffertopurchaseorleaseproperty,thelistingbrokermaynotattempttounilaterallymodifythe offeredcompensationwithrespecttothatcooperativetransaction.(Amended 1/14)

• Standard of Practice 3-3 StandardofPractice3-2doesnotprecludethelistingbrokerandcooperatingbrokerfromenteringintoan agreementtochangecooperativecompensation.(Adopted 1/94)

• Standard of Practice 3-4 REALTORS®,actingaslistingbrokers,haveanaffirmativeobligationtodisclosetheexistenceofdualor variableratecommissionarrangements(i.e.,listingswhereoneamountofcommissionispayableifthe listingbroker’sfirmistheprocuringcauseofsale/leaseandadifferentamountofcommissionispayableifthe sale/leaseresultsthroughtheeffortsoftheseller/landlordoracooperatingbroker).Thelistingbroker shall,assoonaspractical,disclosetheexistenceofsucharrangementstopotentialcooperatingbrokersand shall,inresponsetoinquiriesfromcooperatingbrokers,disclosethedifferentialthatwouldresultina cooperativetransactionorinasale/leasethatresultsthroughtheeffortsoftheseller/landlord.Ifthe cooperatingbrokerisabuyer/tenantrepresentative,thebuyer/tenantrepresentativemustdisclose suchinformationtotheirclientbeforetheclientmakesanoffertopurchaseorlease.(Amended 1/02)

• Standard of Practice 3-5 Itistheobligationofsubagentstopromptlydiscloseallpertinentfactstotheprincipal’sagentpriortoaswell asafterapurchaseorleaseagreementisexecuted.(Amended 1/93)

• Standard of Practice 3-6 REALTORS®shalldisclosetheexistenceofacceptedoffers,includingofferswithunresolvedcontingencies, to any broker seeking cooperation. (Adopted 5/86, Amended 1/04)

• Standard of Practice 3-7 WhenseekinginformationfromanotherREALTOR® concerning property under a management or listing agreement, REALTORS®shalldisclosetheirREALTOR®statusandwhethertheirinterestispersonaloron behalfofaclientand,ifonbehalfofaclient,theirrelationshipwiththeclient.(Amended 1/11)

• Standard of Practice 3-8 REALTORS®shallnotmisrepresenttheavailabilityofaccesstoshoworinspectalistedproperty. (Amended 11/87)

• Standard of Practice 3-9 REALTORS®shallnotprovideaccesstolistedpropertyontermsotherthanthoseestablishedbytheowneror thelistingbroker.(Adopted 1/10)

• Standard of Practice 3-10 ThedutytocooperateestablishedinArticle3relatestotheobligationtoshareinformationonlistedproperty, andtomakepropertyavailabletootherbrokersforshowingtoprospectivepurchasers/tenantswhenitis inthebestinterestsofsellers/landlords.(Adopted 1/11)

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Article 4REALTORS®shallnotacquireaninterestinorbuyorpresentoffersfromthemselves,anymemberoftheirimmediatefamilies,theirfirmsoranymemberthereof,oranyentitiesinwhichtheyhaveanyownershipinterest,anyrealpropertywithoutmakingtheirtruepositionknowntotheownerortheowner’sagentorbroker.Insellingpropertytheyown,orinwhichtheyhaveanyinterest,REALTORS®shallrevealtheirownershiporinterestinwritingtothepurchaserorthepurchaser’srepresentative.(Amended 1/00)

• Standard of Practice 4-1 Fortheprotectionofallparties,thedisclosuresrequiredbyArticle4shallbeinwritingandprovidedby REALTORS®priortothesigningofanycontract.(Adopted 2/86)

Article 5REALTORS®shallnotundertaketoprovideprofessionalservicesconcerningapropertyoritsvaluewheretheyhaveapresentorcontemplatedinterestunlesssuchinterestisspecificallydisclosedtoallaffectedparties.

Article 6REALTORS®shallnotacceptanycommission,rebate,orprofitonexpendituresmadefortheirclient,withouttheclient’s knowledge and consent.

Whenrecommendingrealestateproductsorservices(e.g.,homeowner’sinsurance,warrantyprograms,mortgagefinancing,titleinsurance,etc.),REALTORS®shalldisclosetotheclientorcustomertowhomtherecommendationismadeanyfinancialbenefitsorfees,otherthanrealestatereferralfees,theREALTOR® or REALTOR®’sfirmmayreceiveasadirectresultofsuchrecommendation.(Amended 1/99)

• Standard of Practice 6-1 REALTORS®shallnotrecommendorsuggesttoaclientoracustomertheuseofservicesofanother organizationorbusinessentityinwhichtheyhaveadirectinterestwithoutdisclosingsuchinterestatthe timeoftherecommendationorsuggestion.(Amended 5/88)

Article 7Inatransaction,REALTORS®shallnotacceptcompensationfrommorethanoneparty,evenifpermittedbylaw,withoutdisclosuretoallpartiesandtheinformedconsentoftheREALTOR®’s client or clients. (Amended 1/93)

Article 8REALTORS®shallkeepinaspecialaccountinanappropriatefinancialinstitution,separatedfromtheirownfunds,moniescomingintotheirpossessionintrustforotherpersons,suchasescrows,trustfunds,clients’monies,andotherlikeitems.

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Article 9REALTORS®,fortheprotectionofallparties,shallassurewheneverpossiblethatallagreementsrelatedtorealestatetransactionsincluding,butnotlimitedto,listingandrepresentationagreements,purchasecontracts,andleasesareinwritinginclearandunderstandablelanguageexpressingthespecificterms,conditions,obligationsandcommitmentsoftheparties.Acopyofeachagreementshallbefurnishedtoeachpartytosuchagreementsupontheirsigningorinitialing.(Amended 1/04)

• Standard of Practice 9-1 Fortheprotectionofallparties,REALTORS®shallusereasonablecaretoensurethatdocumentspertainingto thepurchase,sale,orleaseofrealestatearekeptcurrentthroughtheuseofwrittenextensionsoramendments. (Amended 1/93)

• Standard of Practice 9-2 Whenassistingorenablingaclientorcustomerinestablishingacontractualrelationship(e.g.,listingand representationagreements,purchaseagreements,leases,etc.)electronically,REALTORS®shallmake reasonableeffortstoexplainthenatureanddisclosethespecifictermsofthecontractualrelationshipbeing establishedpriortoitbeingagreedtobyacontractingparty.(Adopted 1/07)

Duties to the PublicArticle 10REALTORS®shallnotdenyequalprofessionalservicestoanypersonforreasonsofrace,color,religion,sex,handicap,familialstatus,nationalorigin,sexualorientation,orgenderidentity.REALTORS®shallnotbepartiestoanyplanoragreementtodiscriminateagainstapersonorpersonsonthebasisofrace,color,religion,sex,handicap,familialstatus, national origin, sexual orientation, or gender identity. (Amended 1/14)

REALTORS®,intheirrealestateemploymentpractices,shallnotdiscriminateagainstanypersonorpersonsonthebasisofrace,color,religion,sex,handicap,familialstatus,nationalorigin,sexualorientation,orgenderidentity.(Amended 1/14)

• Standard of Practice 10-1 Wheninvolvedinthesaleorleaseofaresidence,REALTORS®shallnotvolunteerinformationregardingthe racial,religiousorethniccompositionofanyneighborhoodnorshalltheyengageinanyactivitywhichmay resultinpanicselling,however,REALTORS®mayprovideotherdemographicinformation. (Adopted 1/94, Amended 1/06)

• Standard of Practice 10-2 Whennotinvolvedinthesaleorleaseofaresidence,REALTORS®mayprovidedemographicinformationrelated toaproperty,transactionorprofessionalassignmenttoapartyifsuchdemographicinformationis(a)deemed bytheREALTOR®tobeneededtoassistwithorcomplete,inamannerconsistentwithArticle10,arealestate transactionorprofessionalassignmentand(b)isobtainedorderivedfromarecognized,reliable,independent, andimpartialsource.Thesourceofsuchinformationandanyadditions,deletions,modifications, interpretations,orotherchangesshallbedisclosedinreasonabledetail.(Adopted 1/05, Renumbered 1/06)

• Standard of Practice 10-3 REALTORS®shallnotprint,displayorcirculateanystatementoradvertisementwithrespecttosellingor rentingofapropertythatindicatesanypreference,limitationsordiscriminationbasedonrace,color,religion, sex,handicap,familialstatus,nationalorigin,sexualorientation,orgenderidentity. (Adopted 1/94, Renumbered 1/05 and 1/06, Amended 1/14)

• Standard of Practice 10-4 AsusedinArticle10“realestateemploymentpractices”relatestoemployeesandindependentcontractors providingrealestate-relatedservicesandtheadministrativeandclericalstaffdirectlysupportingthose individuals. (Adopted 1/00, Renumbered 1/05 and 1/06)

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Article 11TheserviceswhichREALTORS®providetotheirclientsandcustomersshallconformtothestandardsofpracticeandcompetencewhicharereasonablyexpectedinthespecificrealestatedisciplinesinwhichtheyengage;specifically,residential real estate brokerage, real property management, commercial and industrial real estate brokerage, land brokerage, real estate appraisal, real estate counseling, real estate syndication, real estate auction, and international real estate.

REALTORS®shallnotundertaketoprovidespecializedprofessionalservicesconcerningatypeofpropertyorservicethatisoutsidetheirfieldofcompetenceunlesstheyengagetheassistanceofonewhoiscompetentonsuchtypesofpropertyorservice,orunlessthefactsarefullydisclosedtotheclient.Anypersonsengagedtoprovidesuchassistanceshallbesoidentifiedtotheclientandtheircontributiontotheassignmentshouldbesetforth.(Amended 1/10)

• Standard of Practice 11-1 WhenREALTORS®prepareopinionsofrealpropertyvalueorpricetheymust: 1) beknowledgeableaboutthetypeofpropertybeingvalued, 2) haveaccesstotheinformationandresourcesnecessarytoformulateanaccurateopinion,and 3) befamiliarwiththeareawherethesubjectpropertyislocatedunlesslackofanyoftheseisdisclosedtothe partyrequestingtheopinioninadvance. Whenanopinionofvalueorpriceispreparedotherthaninpursuitofalistingortoassistapotentialpurchaser informulatingapurchaseoffer,theopinionshallincludethefollowingunlessthepartyrequestingtheopinion requiresaspecifictypeofreportordifferentdataset: 1) identificationofthesubjectproperty 2) dateprepared 3) definedvalueorprice 4) limitingconditions,includingstatementsofpurpose(s)andintendeduser(s) 5) anypresentorcontemplatedinterest,includingthepossibilityofrepresentingtheseller/landlordor buyers/tenants 6) basisfortheopinion,includingapplicablemarketdata 7) iftheopinionisnotanappraisal,astatementtothateffect 8) disclosureofwhetherandwhenaphysicalinspectionoftheproperty’sexteriorwasconducted 9) disclosureofwhetherandwhenaphysicalinspectionoftheproperty’sinteriorwasconducted 10) disclosureofwhethertheREALTOR®hasanyconflictsofinterest(Amended 1/14)

• Standard of Practice 11-2 TheobligationsoftheCodeofEthicsinrespectofrealestatedisciplinesotherthanappraisalshallbeinterpreted andappliedinaccordancewiththestandardsofcompetenceandpracticewhichclientsandthepublic reasonablyrequiretoprotecttheirrightsandinterestsconsideringthecomplexityofthetransaction,the availabilityofexpertassistance,and,wheretheREALTOR®isanagentorsubagent,theobligationsofafiduciary. (Adopted 1/95)

• Standard of Practice 11-3 WhenREALTORS®provideconsultiveservicestoclientswhichinvolveadviceorcounselforafee(nota commission),suchadviceshallberenderedinanobjectivemannerandthefeeshallnotbecontingentonthe substanceoftheadviceorcounselgiven.Ifbrokerageortransactionservicesaretobeprovidedinadditionto consultiveservices,aseparatecompensationmaybepaidwithprioragreementbetweentheclientand REALTOR®. (Adopted 1/96)

• Standard of Practice 11-4 ThecompetencyrequiredbyArticle11relatestoservicescontractedforbetweenREALTORS®andtheirclients orcustomers;thedutiesexpresslyimposedbytheCodeofEthics;andthedutiesimposedbylaworregulation. (Adopted 1/02)

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Article 12REALTORS®shallbehonestandtruthfulintheirrealestatecommunicationsandshallpresentatruepictureintheiradvertising,marketing,andotherrepresentations.REALTORS®shallensurethattheirstatusasrealestateprofessionalsisreadilyapparentintheiradvertising,marketing,andotherrepresentations,andthattherecipientsofallrealestatecommunicationsare,orhavebeen,notifiedthatthosecommunicationsarefromarealestateprofessional.(Amended 1/08)

• Standard of Practice 12-1 REALTORS®mayusetheterm“free”andsimilartermsintheiradvertisingandinotherrepresentations providedthatalltermsgoverningavailabilityoftheofferedproductorserviceareclearlydisclosedatthesame time. (Amended 1/97)

• Standard of Practice 12-2 REALTORS®mayrepresenttheirservicesas“free”orwithoutcosteveniftheyexpecttoreceivecompensation fromasourceotherthantheirclientprovidedthatthepotentialfortheREALTOR®toobtainabenefitfroma thirdpartyisclearlydisclosedatthesametime.(Amended 1/97)

• Standard of Practice 12-3 Theofferingofpremiums,prizes,merchandisediscountsorotherinducementstolist,sell,purchase,orleaseis not,initself,unethicalevenifreceiptofthebenefitiscontingentonlisting,selling,purchasing,or leasingthroughtheREALTOR®makingtheoffer.However,REALTORS® must exercise care and candor in any suchadvertisingorotherpublicorprivaterepresentationssothatanypartyinterestedinreceivingorotherwise benefitingfromtheREALTOR®’sofferwillhaveclear,thorough,advanceunderstandingofallthetermsand conditionsoftheoffer.Theofferingofanyinducementstodobusinessissubjecttothelimitationsand restrictionsofstatelawandtheethicalobligationsestablishedbyanyapplicableStandardofPractice. (Amended 1/95)

• Standard of Practice 12-4 REALTORS®shallnotofferforsale/leaseoradvertisepropertywithoutauthority.Whenactingaslistingbrokers or as subagents, REALTORS®shallnotquoteapricedifferentfromthatagreeduponwiththeseller/landlord. (Amended 1/93)

• Standard of Practice 12-5 REALTORS®shallnotadvertisenorpermitanypersonemployedbyoraffiliatedwiththemtoadvertise realestateservicesorlistedpropertyinanymedium(e.g.,electronically,print,radio,television,etc.)without disclosingthenameofthatREALTOR®’sfirminareasonableandreadilyapparentmanner.ThisStandard ofPracticeacknowledgesthatdisclosingthenameofthefirmmaynotbepracticalinelectronicdisplaysof limitedinformation(e.g.,“thumbnails”,textmessages,“tweets”,etc.).Suchdisplaysareexemptfromthe disclosurerequirementestablishedinthisStandardofPractice,butonlywhenlinkedtoadisplaythatincludes allrequireddisclosures.(Adopted 11/86, Amended 1/11)

• Standard of Practice 12-6 REALTORS®,whenadvertisingunlistedrealpropertyforsale/leaseinwhichtheyhaveanownershipinterest, shalldisclosetheirstatusasbothowners/landlordsandasREALTORS® or real estate licensees. (Amended 1/93)

• Standard of Practice 12-7 Only REALTORS®whoparticipatedinthetransactionasthelistingbrokerorcooperatingbroker(sellingbroker) mayclaimtohave“sold”theproperty.Priortoclosing,acooperatingbrokermayposta“sold”signonlywiththe consentofthelistingbroker.(Amended 1/96)

• Standard of Practice 12-8 Theobligationtopresentatruepictureinrepresentationstothepublicincludesinformationpresented, provided, or displayed on REALTORS®’ websites. REALTORS®shallusereasonableeffortstoensurethat informationontheirwebsitesiscurrent.WhenitbecomesapparentthatinformationonaREALTOR®’s website is no longer current or accurate, REALTORS®shallpromptlytakecorrectiveaction.(Adopted 1/07)

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• Standard of Practice 12-9 REALTOR®firmwebsitesshalldisclosethefirm’snameandstate(s)oflicensureinareasonableandreadily apparent manner.

WebsitesofREALTORS®andnon-memberlicenseesaffiliatedwithaREALTOR®firmshalldisclosethefirm’s nameandthatREALTOR®’sornon-memberlicensee’sstate(s)oflicensureinareasonableandreadilyapparent manner. (Adopted 1/07)

• Standard of Practice 12-10 REALTORS®’obligationtopresentatruepictureintheiradvertisingandrepresentationstothepublicincludes Internetcontentposted,andtheURLsanddomainnamestheyuse,andprohibitsREALTORS®from:

1) engagingindeceptiveorunauthorizedframingofrealestatebrokeragewebsites;

2) manipulating(e.g.,presentingcontentdevelopedbyothers)listingandothercontentinanywaythat producesadeceptiveormisleadingresult;

3) deceptivelyusingmetatags,keywordsorotherdevices/methodstodirect,drive,ordivertInternet traffic;or

4) presentingcontentdevelopedbyotherswithouteitherattributionorwithoutpermission,or

5) tootherwisemisleadconsumers. (Adopted 1/07, Amended 1/13)

• Standard of Practice 12-11 REALTORS®intendingtoshareorsellconsumerinformationgatheredviatheInternetshalldisclosethat possibility in a reasonable and readily apparent manner. (Adopted 1/07)

• Standard of Practice 12-12 REALTORS®shallnot:

1) useURLsordomainnamesthatpresentlessthanatruepicture,or

2) registerURLsordomainnameswhich,ifused,wouldpresentlessthanatruepicture.(Adopted 1/08)

• Standard of Practice 12-13 Theobligationtopresentatruepictureinadvertising,marketing,andrepresentationsallowsREALTORS® touseanddisplayonlyprofessionaldesignations,certifications,andothercredentialstowhichtheyare legitimately entitled. (Adopted 1/08)

Article 13REALTORS®shallnotengageinactivitiesthatconstitutetheunauthorizedpracticeoflawandshallrecommendthatlegalcounselbeobtainedwhentheinterestofanypartytothetransactionrequiresit.

Article 14Ifchargedwithunethicalpracticeoraskedtopresentevidenceortocooperateinanyotherway,inanyprofessionalstandards proceeding or investigation, REALTORS®shallplaceallpertinentfactsbeforethepropertribunalsoftheMemberBoardoraffiliatedinstitute,society,orcouncilinwhichmembershipisheldandshalltakenoactiontodisruptorobstructsuchprocesses.(Amended 1/99)

• Standard of Practice 14-1 REALTORS®shallnotbesubjecttodisciplinaryproceedingsinmorethanoneBoardofREALTORS®oraffiliated institute,society,orcouncilinwhichtheyholdmembershipwithrespecttoallegedviolationsoftheCodeof Ethicsrelatingtothesametransactionorevent.(Amended 1/95)

• Standard of Practice 14-2 REALTORS®shallnotmakeanyunauthorizeddisclosureordisseminationoftheallegations,findings,or decisiondevelopedinconnectionwithanethicshearingorappealorinconnectionwithanarbitrationhearing or procedural review. (Amended 1/92)

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• Standard of Practice 14-3 REALTORS®shallnotobstructtheBoard’sinvestigativeorprofessionalstandardsproceedingsbyinstituting orthreateningtoinstituteactionsforlibel,slander,ordefamationagainstanypartytoaprofessionalstandards proceedingortheirwitnessesbasedonthefilingofanarbitrationrequest,anethicscomplaint,ortestimony givenbeforeanytribunal.(Adopted 11/87, Amended 1/99)

• Standard of Practice 14-4 REALTORS®shallnotintentionallyimpedetheBoard’sinvestigativeordisciplinaryproceedingsbyfiling multipleethicscomplaintsbasedonthesameeventortransaction. (Adopted 11/88)

Duties to REALTORS®

Article 15REALTORS®shallnotknowinglyorrecklesslymakefalseormisleadingstatementsaboutotherrealestateprofessionals,theirbusinesses,ortheirbusinesspractices.(Amended 1/12)

• Standard of Practice 15-1 REALTORS®shallnotknowinglyorrecklesslyfilefalseorunfoundedethicscomplaints. (Adopted 1/00)

• Standard of Practice 15-2 Theobligationtorefrainfrommakingfalseormisleadingstatementsaboutotherrealestateprofessionals, theirbusinesses,andtheirbusinesspracticesincludesthedutytonotknowinglyorrecklesslypublish, repeat,retransmit,orrepublishfalseormisleadingstatementsmadebyothers.Thisdutyapplieswhether falseormisleadingstatementsarerepeatedinperson,inwriting,bytechnologicalmeans(e.g.,theInternet), orbyanyothermeans.(Adopted 1/07, Amended 1/12)

• Standard of Practice 15-3 Theobligationtorefrainfrommakingfalseormisleadingstatementsaboutotherrealestateprofessionals, theirbusinesses,andtheirbusinesspracticesincludesthedutytopublishaclarificationaboutortoremove statementsmadebyothersonelectronicmediatheREALTOR®controlsoncetheREALTOR®knowsthe statementisfalseormisleading.(Adopted 1/10, Amended 1/12)

Article 16REALTORS®shallnotengageinanypracticeortakeanyactioninconsistentwithexclusiverepresentationorexclusivebrokeragerelationshipagreementsthatotherREALTORS®havewithclients.(Amended 1/04)

• Standard of Practice 16-1 Article16isnotintendedtoprohibitaggressiveorinnovativebusinesspracticeswhichareotherwiseethical anddoesnotprohibitdisagreementswithotherREALTORS®involvingcommission,fees,compensationor otherformsofpaymentorexpenses.(Adopted 1/93, Amended 1/95)

• Standard of Practice 16-2 Article 16 does not preclude REALTORS®frommakinggeneralannouncementstoprospectsdescribingtheir servicesandthetermsoftheiravailabilityeventhoughsomerecipientsmayhaveenteredintoagency agreementsorotherexclusiverelationshipswithanotherREALTOR®.Ageneraltelephonecanvass,general mailingordistributionaddressedtoallprospectsinagivengeographicalareaorinagivenprofession,business, club,ororganization,orotherclassificationorgroupisdeemed“general”forpurposesofthisstandard. (Amended 1/04)

Article16isintendedtorecognizeasunethicaltwobasictypesofsolicitations:

First,telephoneorpersonalsolicitationsofpropertyownerswhohavebeenidentifiedbyarealestatesign, multiplelistingcompilation,orotherinformationserviceashavingexclusivelylistedtheirpropertywith anotherREALTOR® and

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Second,mailorotherformsofwrittensolicitationsofprospectswhosepropertiesareexclusivelylisted withanotherREALTOR®whensuchsolicitationsarenotpartofageneralmailingbutaredirectedspecifically topropertyownersidentifiedthroughcompilationsofcurrentlistings,“forsale”or“forrent”signs,or othersourcesofinformationrequiredbyArticle3andMultipleListingServicerulestobemadeavailableto otherREALTORS®underoffersofsubagencyorcooperation.(Amended 1/04)

• Standard of Practice 16-3 Article 16 does not preclude REALTORS®fromcontactingtheclientofanotherbrokerforthepurposeof offeringtoprovide,orenteringintoacontracttoprovide,adifferenttypeofrealestateserviceunrelatedtothe typeofservicecurrentlybeingprovided(e.g.,propertymanagementasopposedtobrokerage)orfromoffering thesametypeofserviceforpropertynotsubjecttootherbrokers’exclusiveagreements.However,information receivedthroughaMultipleListingServiceoranyotherofferofcooperationmaynotbeusedtotargetclientsof otherREALTORS®towhomsuchofferstoprovideservicesmaybemade. (Amended 1/04)

• Standard of Practice 16-4 REALTORS®shallnotsolicitalistingwhichiscurrentlylistedexclusivelywithanotherbroker.However,ifthe listingbroker,whenaskedbytheREALTOR®,refusestodisclosetheexpirationdateandnatureofsuchlisting, i.e.,anexclusiverighttosell,anexclusiveagency,openlisting,orotherformofcontractualagreementbetween thelistingbrokerandtheclient,theREALTOR®maycontacttheownertosecuresuchinformationand maydiscussthetermsuponwhichtheREALTOR®mighttakeafuturelistingor,alternatively,maytakealisting tobecomeeffectiveuponexpirationofanyexistingexclusivelisting.(Amended 1/94)

• Standard of Practice 16-5 REALTORS®shallnotsolicitbuyer/tenantagreementsfrombuyers/tenantswhoaresubjecttoexclusive buyer/tenantagreements.However,ifaskedbyaREALTOR®,thebrokerrefusestodisclosetheexpirationdate oftheexclusivebuyer/tenantagreement,theREALTOR®maycontactthebuyer/tenanttosecuresuch informationandmaydiscussthetermsuponwhichtheREALTOR®mightenterintoafuturebuyer/tenant agreementor,alternatively,mayenterintoabuyer/tenantagreementtobecomeeffectiveupontheexpiration ofanyexistingexclusivebuyer/tenantagreement.(Adopted 1/94, Amended 1/98)

• Standard of Practice 16-6 WhenREALTORS®arecontactedbytheclientofanotherREALTOR®regardingthecreationofanexclusive relationshiptoprovidethesametypeofservice,andREALTORS®havenotdirectlyorindirectlyinitiatedsuch discussions,theymaydiscussthetermsuponwhichtheymightenterintoafutureagreementor,alternatively, mayenterintoanagreementwhichbecomeseffectiveuponexpirationofanyexistingexclusiveagreement. (Amended 1/98)

• Standard of Practice 16-7 ThefactthataprospecthasretainedaREALTOR® as an exclusive representative or exclusive broker in one or morepasttransactionsdoesnotprecludeotherREALTORS®fromseekingsuchprospect’sfuturebusiness. (Amended 1/04)

• Standard of Practice 16-8 ThefactthatanexclusiveagreementhasbeenenteredintowithaREALTOR®shallnotprecludeorinhibitany otherREALTOR®fromenteringintoasimilaragreementaftertheexpirationoftheprioragreement. (Amended 1/98)

• Standard of Practice 16-9 REALTORS®,priortoenteringintoarepresentationagreement,haveanaffirmativeobligationtomake reasonableeffortstodeterminewhethertheprospectissubjecttoacurrent,validexclusiveagreementto providethesametypeofrealestateservice.(Amended 1/04)

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• Standard of Practice 16-10 REALTORS®,actingasbuyerortenantrepresentativesorbrokers,shalldisclosethatrelationshiptothe seller/landlord’srepresentativeorbrokeratfirstcontactandshallprovidewrittenconfirmationofthat disclosuretotheseller/landlord’srepresentativeorbrokernotlaterthanexecutionofapurchaseagreement or lease. (Amended 1/04)

• Standard of Practice 16-11 On unlisted property, REALTORS®actingasbuyer/tenantrepresentativesorbrokersshalldisclosethat relationshiptotheseller/landlordatfirstcontactforthatbuyer/tenantandshallprovidewrittenconfirmation ofsuchdisclosuretotheseller/landlordnotlaterthanexecutionofanypurchaseorleaseagreement. (Amended 1/04)

REALTORS®shallmakeanyrequestforanticipatedcompensationfromtheseller/landlordatfirstcontact. (Amended 1/98)

• Standard of Practice 16-12 REALTORS®,actingasrepresentativesorbrokersofsellers/landlordsorassubagentsoflistingbrokers,shall disclosethatrelationshiptobuyers/tenantsassoonaspracticableandshallprovidewrittenconfirmationof suchdisclosuretobuyers/tenantsnotlaterthanexecutionofanypurchaseorleaseagreement.(Amended 1/04)

• Standard of Practice 16-13 Alldealingsconcerningpropertyexclusivelylisted,orwithbuyer/tenantswhoaresubjecttoanexclusive agreementshallbecarriedonwiththeclient’srepresentativeorbroker,andnotwiththeclient,exceptwiththe consentoftheclient’srepresentativeorbrokerorexceptwheresuchdealingsareinitiatedbytheclient.

Beforeprovidingsubstantiveservices(suchaswritingapurchaseofferorpresentingaCMA)toprospects, REALTORS®shallaskprospectswhethertheyareapartytoanyexclusiverepresentationagreement. REALTORS®shallnotknowinglyprovidesubstantiveservicesconcerningaprospectivetransactiontoprospects whoarepartiestoexclusiverepresentationagreements,exceptwiththeconsentoftheprospects’exclusive representativesoratthedirectionofprospects.(Adopted 1/93, Amended 1/04)

• Standard of Practice 16-14 REALTORS®arefreetoenterintocontractualrelationshipsortonegotiatewithsellers/landlords,buyers/ tenantsorotherswhoarenotsubjecttoanexclusiveagreementbutshallnotknowinglyobligatethemtopay morethanonecommissionexceptwiththeirinformedconsent.(Amended 1/98)

• Standard of Practice 16-15 In cooperative transactions REALTORS®shallcompensatecooperatingREALTORS®(principalbrokers)and shallnotcompensatenoroffertocompensate,directlyorindirectly,anyofthesaleslicenseesemployedbyor affiliatedwithotherREALTORS®withoutthepriorexpressknowledgeandconsentofthecooperatingbroker.

• Standard of Practice 16-16 REALTORS®,actingassubagentsorbuyer/tenantrepresentativesorbrokers,shallnotusethetermsofanoffer topurchase/leasetoattempttomodifythelistingbroker’sofferofcompensationtosubagentsorbuyer/tenant representativesorbrokersnormakethesubmissionofanexecutedoffertopurchase/leasecontingenton thelistingbroker’sagreementtomodifytheofferofcompensation.(Amended 1/04)

• Standard of Practice 16-17 REALTORS®,actingassubagentsorasbuyer/tenantrepresentativesorbrokers,shallnotattempttoextenda listingbroker’sofferofcooperationand/orcompensationtootherbrokerswithouttheconsentofthelisting broker. (Amended 1/04)

• Standard of Practice 16-18 REALTORS®shallnotuseinformationobtainedfromlistingbrokersthroughofferstocooperatemadethrough multiplelistingservicesorthroughotheroffersofcooperationtoreferlistingbrokers’clientstootherbrokers ortocreatebuyer/tenantrelationshipswithlistingbrokers’clients,unlesssuchuseisauthorizedbylisting brokers. (Amended 1/02)

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• Standard of Practice 16-19 Signsgivingnoticeofpropertyforsale,rent,lease,orexchangeshallnotbeplacedonpropertywithoutconsent oftheseller/landlord.(Amended 1/93)

• Standard of Practice 16-20 REALTORS®,priortooraftertheirrelationshipwiththeircurrentfirmisterminated,shallnotinduceclients oftheircurrentfirmtocancelexclusivecontractualagreementsbetweentheclientandthatfirm.Thisdoes not preclude REALTORS®(principals)fromestablishingagreementswiththeirassociatedlicenseesgoverning assignabilityofexclusiveagreements.(Adopted 1/98, Amended 1/10)

Article 17Intheeventofcontractualdisputesorspecificnon-contractualdisputesasdefinedinStandardofPractice17-4between REALTORS®(principals)associatedwithdifferentfirms,arisingoutoftheirrelationshipasREALTORS®, theREALTORS®shallmediatethedisputeiftheBoardrequiresitsmemberstomediate.Ifthedisputeisnotresolvedthroughmediation,orifmediationisnotrequired,REALTORS®shallsubmitthedisputetoarbitrationinaccordancewiththepoliciesoftheBoardratherthanlitigatethematter.

IntheeventclientsofREALTORS®wishtomediateorarbitratecontractualdisputesarisingoutofrealestatetransactions, REALTORS®shallmediateorarbitratethosedisputesinaccordancewiththepoliciesoftheBoard,providedtheclientsagreetobeboundbyanyresultingagreementoraward.

TheobligationtoparticipateinmediationandarbitrationcontemplatedbythisArticleincludestheobligationofREALTORS®(principals)tocausetheirfirmstomediateandarbitrateandbeboundbyanyresultingagreementoraward. (Amended 1/12)

• Standard of Practice 17-1 ThefilingoflitigationandrefusaltowithdrawfromitbyREALTORS® in an arbitrable matter constitutes a refusaltoarbitrate.(Adopted 2/86)

• Standard of Practice 17-2 Article17doesnotrequireREALTORS®tomediateinthosecircumstanceswhenallpartiestothedisputeadvise theBoardinwritingthattheychoosenottomediatethroughtheBoard’sfacilities.Thefactthatallparties decline to participate in mediation does not relieve REALTORS®ofthedutytoarbitrate.

Article17doesnotrequireREALTORS®toarbitrateinthosecircumstanceswhenallpartiestothedispute advisetheBoardinwritingthattheychoosenottoarbitratebeforetheBoard.(Amended 1/12)

• Standard of Practice 17-3 REALTORS®,whenactingsolelyasprincipalsinarealestatetransaction,arenotobligatedtoarbitratedisputes withotherREALTORS®absentaspecificwrittenagreementtothecontrary.(Adopted 1/96)

• Standard of Practice 17-4 Specificnon-contractualdisputesthataresubjecttoarbitrationpursuanttoArticle17are:

1) Wherealistingbrokerhascompensatedacooperatingbrokerandanothercooperatingbrokersubsequently claimstobetheprocuringcauseofthesaleorlease.Insuchcasesthecomplainantmaynamethefirst cooperatingbrokerasrespondentandarbitrationmayproceedwithoutthelistingbrokerbeingnamedasa respondent.Whenarbitrationoccursbetweentwo(ormore)cooperatingbrokersandwherethelistingbroker isnotaparty,theamountindisputeandtheamountofanypotentialresultingawardislimitedto theamountpaidtotherespondentbythelistingbrokerandanyamountcreditedorpaidtoapartytothe transactionatthedirectionoftherespondent.Alternatively,ifthecomplaintisbroughtagainstthelisting broker,thelistingbrokermaynamethefirstcooperatingbrokerasathird-partyrespondent.Ineitherinstance thedecisionofthehearingpanelastoprocuringcauseshallbeconclusivewithrespecttoallcurrentor subsequentclaimsofthepartiesforcompensationarisingoutoftheunderlyingcooperativetransaction. (Adopted 1/97, Amended 1/07)

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2) Whereabuyerortenantrepresentativeiscompensatedbythesellerorlandlord,andnotbythelisting broker,andthelistingbroker,asaresult,reducesthecommissionowedbythesellerorlandlordand, subsequenttosuchactions,anothercooperatingbrokerclaimstobetheprocuringcauseofsaleorlease. Insuchcasesthecomplainantmaynamethefirstcooperatingbrokerasrespondentandarbitration mayproceedwithoutthelistingbrokerbeingnamedasarespondent.Whenarbitrationoccursbetween two(ormore)cooperatingbrokersandwherethelistingbrokerisnotaparty,theamountindispute andtheamountofanypotentialresultingawardislimitedtotheamountpaidtotherespondentbythe sellerorlandlordandanyamountcreditedorpaidtoapartytothetransactionatthedirectionofthe respondent.Alternatively,ifthecomplaintisbroughtagainstthelistingbroker,thelistingbroker maynamethefirstcooperatingbrokerasathird-partyrespondent.Ineitherinstancethedecision ofthehearingpanelastoprocuringcauseshallbeconclusivewithrespecttoallcurrentor subsequentclaimsofthepartiesforcompensationarisingoutoftheunderlyingcooperativetransaction. (Adopted 1/97, Amended 1/07)

3) Whereabuyerortenantrepresentativeiscompensatedbythebuyerortenantand,asaresult,the listingbrokerreducesthecommissionowedbythesellerorlandlordand,subsequenttosuchactions, anothercooperatingbrokerclaimstobetheprocuringcauseofsaleorlease.Insuchcasesthecomplainant maynamethefirstcooperatingbrokerasrespondentandarbitrationmayproceedwithoutthelisting brokerbeingnamedasarespondent.Alternatively,ifthecomplaintisbroughtagainstthelistingbroker, thelistingbrokermaynamethefirstcooperatingbrokerasathird-partyrespondent.Ineitherinstance thedecisionofthehearingpanelastoprocuringcauseshallbeconclusivewithrespecttoallcurrent orsubsequentclaimsofthepartiesforcompensationarisingoutoftheunderlyingcooperativetransaction. (Adopted 1/97)

4) Wheretwoormorelistingbrokersclaimentitlementtocompensationpursuanttoopenlistingswitha sellerorlandlordwhoagreestoparticipateinarbitration(orwhorequestsarbitration)andwhoagreesto beboundbythedecision.Incaseswhereoneofthelistingbrokershasbeencompensatedbytheselleror landlord,theotherlistingbroker,ascomplainant,maynamethefirstlistingbrokerasrespondentand arbitrationmayproceedbetweenthebrokers.(Adopted 1/97)

5) Whereabuyerortenantrepresentativeiscompensatedbythesellerorlandlord,andnotbythelisting broker,andthelistingbroker,asaresult,reducesthecommissionowedbythesellerorlandlordand, subsequenttosuchactions,claimstobetheprocuringcauseofsaleorlease.Insuchcasesarbitration shallbebetweenthelistingbrokerandthebuyerortenantrepresentativeandtheamountindisputeis limitedtotheamountofthereductionofcommissiontowhichthelistingbrokeragreed.(Adopted 1/05)

• Standard of Practice 17-5 TheobligationtoarbitrateestablishedinArticle17includesdisputesbetweenREALTORS®(principals)in differentstatesininstanceswhere,absentanestablishedinter-associationarbitrationagreement,the REALTOR®(principal)requestingarbitrationagreestosubmittothejurisdictionof,travelto,participatein,and beboundbyanyresultingawardrenderedinarbitrationconductedbytherespondent(s)REALTOR®’s association,ininstanceswheretherespondent(s)REALTOR®’sassociationdeterminesthatanarbitrableissue exists. (Adopted 1/07)

Explanatory NotesThereadershouldbeawareofthefollowingpolicieswhichhavebeenapprovedbytheBoardofDirectorsoftheNationalAssociation:InfilingachargeofanallegedviolationoftheCodeofEthicsbyaREALTOR®,thechargemustreadasanallegedviolationofoneormoreArticlesoftheCode.StandardsofPracticemaybecitedinsupportofthecharge.TheStandardsofPracticeservetoclarifytheethicalobligationsimposedbythevariousArticlesandsupplement,anddonotsubstitutefor,theCaseInterpretationsinInterpretationsoftheCodeofEthics.ModificationstoexistingStandardsofPracticeandadditionalnewStandardsofPracticeareapprovedfromtimetotime.Readersarecautionedtoensurethatthemostrecentpublicationsareutilized.

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APPENDIX B and CQSC FORMS

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QUALITY SERVICE GUARANTEEQuality Service Home Buyer CertificateThe Quality Service Guarantee is your written commitment from your Berkshire Hathaway HomeServices Tomie Raines REALTORS® sales associate assuring the delivery of all of the services described below:

• Conduct counseling and information sessions to identify your needs and goals and to plan a property search.

• Offer to arrange pre-qualifyng or pre-approval meeting with a lender to determine affordability range and improve negotiating position at the point of offer.

• Commit to priority availability for meeting your needs and schedule for property research and showings.

• Complete a thorough market search to identify all properties consistent with your needs and price range.

• Prepare a written Competitive or Comparative Market Analysis for you prior to your making an offer. (Except in Dual Agency Situations.)

• Prepare a written offer to purchase on the property of your choice reflecting your price and terms.

• Provide counsel and negotiating assistance on all offers to purchase. (Counsel and negotiating assistance will be limited in cases of Dual Agency.)

• Obtain and review with you the seller’s written property history and disclosue statement.

• Recommend professional building and termite inspections and review findings and remedies with you.

• Monitor and communicate the status and satisfaction of contract contingencies.

• Accompany you on walk through property inspection before closing, if provided for in the contract.

• Contact you after closing to assure the satisfactory completion of all service details.

• Offer the opportunity to evaluate the service provided through the Quality Service Assurance Survey®.

• If you are not satisfied with the delivery of any of the above services, contact management at Berkshire Hathaway HomeServices Tomie Raines REALTORS®. We will have up to 14 days to correct the service issue in question, to your satisfaction, or you may cancel your Buyer Agency contract.

___________________________________________________________ ________________Buyer Date

___________________________________________________________ ________________Buyer Date

___________________________________________________________ ________________Agent Date

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QUALITY SERVICE GUARANTEEQuality Service Home Seller CertificateThe Quality Service Guarantee is your written commitment from your Berkshire Hathaway HomeServices Tomie Raines REALTORS® sales associate assuring the delivery of all of the services described below:

• Present agency representation alternatives for you and the home buyers.

• Deliver a Competitive or Comparative Market Analysis to assist in developing a pricing strategy.

• Create and present a detailed, written marketing plan including specific strategies, programs, and buyer targets.

• Recommend property merchandising and enhancements to maximize marketability.

• Provide a written estimate of seller expenses and proceeds.

• Review your property history and disclosure statement and deliver it to each prospective buyer.

• Commit to regular communication including prospect and market feedback.

• Promote property through advertising, direct marketing, industry networking and the Internet.

• Provide counsel and negotiating assistance on all offers to purchase. (Counsel and negotiating assistance will be limited in cases of Dual Agency.)

• Forward to you financial information as provided by the buyer and make every effort to have each pre-qualified or pre-approved with a lender.

• Monitor and communicate the status and satisfaction of contract contingencies.

• Offer home purchase assistance, referral services and access to community and property information.

• Contact you and follow-up after closing to assure the satisfactory completion of all service details.

• Offer the opportunity to evaluate the service provided through the Quality Service Assurance Survey®.

• If you are not satisfied with the delivery of any of the above services, contact management at Berkshire Hathaway HomeServices Tomie Raines REALTORS® We will have up to 14 days to correct the service issue in question, to your satisfaction, or you may cancel your listing contract.

___________________________________________________________ ________________Seller Date

___________________________________________________________ ________________Seller Date

___________________________________________________________ ________________Agent Date

APPENDIX DSHOWING AND OPEN HOUSE SAFETY AND SECURITY

Itisnotadvisabletomeetstrangersinunoccupiedhomes.Intheeventthatshowingsofthisnaturebecomenecessary,itisagoodideatohaveanotherpersonaccompanyyou,suchasaspouse,friendorfamilymember.Anotheralternativeistoaskthepotentialclienttomeetyouattheofficeinsteadofatthehome.Inallcases,youshouldhavetheprospect’sname,phonenumberandaddress.Ininstancesofthisnatureletothersknowwhereyouaregoingandwhenyouplantoreturn.

Shouldyoueverreceiveastrangeorthreateningphonecall,hangupimmediatelyandreportthecalltothelocalpolice.Itisnecessarytonotifythepolicebecausetherearefrequentpatternsthatmayassistthepoliceinidentifyingthecaller.

Openhousesalwaysposethethreatoftheftofvaluablesbelongingtothehomeowner.Homeownersshouldbeadvisedinadvanceoftheopenhousetoremoveallvaluablefromsightandifpossibletotakejewelryandmoneywiththem.Bedroomsseemtobethemostvulnerabletargetfortheft.

Ithasbecomeincreasinglycommonforprescriptionmedicationtobestolenfromhomesduringopenhouses.Besuretonotifythehomeownerofthistrend,andhavethemlockprescriptiondrugsinaclosetordrawer,ortakethemedicationwiththemifthereisnolockablespaceinthehome.Medicationsareoftenstolenfromdrawers,medicinecabinetsandcountertops.Manythievesvisitopenhousessimplytostealprescriptionmedicationsfromunsuspectinghomeowners.

Ifyouareeverconcernedaboutyourpersonalsafetyduringanopenhouse,keepaneyeonthepersonbystandinginahallwayorinadoorway.Donotaccompanystrangeclientsintothebasementorintosmallroomswithonlyoneentrance/exit.

Keepyourcellphoneturnedonduringopenhousesandpropertyshowingandalwayskeepitinyourhandoronyourbeltwhereyoucaneasilyreachittocallforhelpshouldtheneedarise.Becertainyourcarisparkedinawayitcannot be blocked and keep your keys on your person.

Abitofcommonsensegoesalongwaywhenitcomestoyoursafety.Ifyoufeelsomethingisnotright,removeyourselffromthesituationimmediately.Trustyourinstincts!

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APPENDIX ER339.22321Licenseecommissionsforotherservices;disclosureandconsentofbuyerandsellerrequired.Rule321.(1)Alicenseewhoisentitledtoreceive,eitherdirectlyorindirectly,arealestatecommissionasaresultofthesaleofproperty,maynotalsoreceiveareferralfeeorothervaluableconsiderationforplacingaloaninconnectionwiththattransactionunlessthelicenseeobtainsthepriorwrittenconsentofthebuyerandsellerinthattransactionandthefeeisnototherwiseprohibitedbytherealestatesettlementproceduresactof1974,12U.S.C.2601etseq.,orotherapplicablelaw.

(2)Alicenseewhoisentitledtoreceive,eitherdirectlyorindirectly,arealestatecommissionasaresultofthesaleofproperty,maynotalsoreceiveareferralfeeorothervaluableconsiderationfromanabstract,homewarranty,titleinsurance,orothersettlementserviceproviderinconnectionwiththattransactionunlessthelicenseeobtainsthepriorwrittenconsentofthepartyorpartieswithwhomthelicenseehasanagencyrelationshipandthefeeisnototherwiseprohibitedbytherealestatesettlementproceduresactof1974,12U.S.C.2601etseq.,orotherapplicablelaw.History:1991MR4,Eff.May1,1991.Amended2002,MR16.EffectiveSeptember1,2002.

(h)Exceptasprovidedinsection2512b,sharingorpayingafee,commission,orvaluableconsiderationtoapersonnotlicensedunderthisarticleincludingpaymenttoanypersonprovidingthenamesof,oranyotherinformationregarding,apotentialsellerorpurchaserofrealestatebutexcludingpaymentforthepurchaseofcommerciallypreparedlistsofnames.However,alicensedrealestatebrokermaypayacommissiontoalicensedrealestatebrokerofanotherstateifthenonresidentrealestatebrokerdoesnotconductinthisstateanegotiationforwhichacommission is paid.

339.2511 Plan or scheme for selling or promoting sale of real estate; game promotion; promotional sales ofproperty located outside state.Sec.2511.(1)Aplanorschemeinvolvingalottery,contest,game,prize,ordrawingshallnotbeusedbyarealestatebrokerorrealestatesalespersonforthesaleorpromotionofasaleofrealestate.However,agamepromotionasdefinedinandincompliancewithsection372aoftheMichiganpenalcode,ActNo.328ofthePublicActsof1931,beingsection750.372aoftheMichiganCompiledLaws,maybeusedbyarealestatebrokerorrealestatesalespersonforanypurposeotherthanthedirectpromotionofaspecificpieceofrealestate

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