home buying and real estate professionals

HOME BUYING AND REAL ESTATE PROFESSIONALS

Exhibit 4-1 METHOD OF HOME PURCHASE, 2001-2017Exhibit 4-2 METHOD OF HOME PURCHASE, BY REGIONExhibit 4-3 METHOD OF HOME PURCHASE, NEW AND PREVIOUSLY OWNED HOMESExhibit 4-4 METHOD OF HOME PURCHASE, BY ADULT COMPOSITION OF HOUSEHOLDExhibit 4-5 AGENT REPRESENTATION DISCLOSURE, FIRST-TIME AND REPEAT BUYERSExhibit 4-6 BUYER REPRESENTATIVE ARRANGEMENT WITH AGENT, FIRST-TIME AND REPEAT BUYERSExhibit 4-7 HOW REAL ESTATE AGENT WAS COMPENSATEDExhibit 4-8 WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTSExhibit 4-9 WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTS, FIRST-TIME AND REPEAT BUYERS, AND

BUYERS OF NEW AND PREVIOUSLY OWNED HOMESExhibit 4-10 WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTS, BY ADULT COMPOSITION OF HOUSEHOLDExhibit 4-11 BENEFITS PROVIDED BY REAL ESTATE AGENT DURING HOME PURCHASE PROCESS, FIRST-TIME AND

REPEAT BUYERSExhibit 4-12 HOW BUYER FOUND REAL ESTATE AGENT, FIRST-TIME AND REPEAT BUYERSExhibit 4-13 HOW BUYER FOUND REAL ESTATE AGENT, BY ADULT COMPOSITION OF HOUSEHOLDExhibit 4-14 HOW MANY TIMES CONTACTED AGENT BEFORE RECEIVED RESPONSE AND ORIGINAL FORM OF

CONTACTExhibit 4-15 NUMBER OF REAL ESTATE AGENTS INTERVIEWED BY FIRST-TIME AND REPEAT BUYERSExhibit 4-16 MOST IMPORTANT FACTORS WHEN CHOOSING AN AGENTExhibit 4-17 IMPORTANCE OF REAL ESTATE AGENT SKILLS AND QUALITIESExhibit 4-18 AGENT SKILLS AND QUALITIES CONSIDERED 'VERY IMPORTANT' BY FIRST-TIME AND REPEAT BUYERS,

AND BUYERS OF NEW AND PREVIOUSLY OWNED HOMESExhibit 4-19 AGENT SKILLS AND QUALITIES CONSIDERED 'VERY IMPORTANT' BY ADULT COMPOSITION OF

HOUSEHOLDExhibit 4-20 IMPORTANCE OF AGENT COMMUNICATIONSExhibit 4-21 SATISFACTION WITH REAL ESTATE AGENT SKILLS AND QUALITIESExhibit 4-22 WOULD BUYER USE REAL ESTATE AGENT AGAIN OR RECOMMEND TO OTHERSExhibit 4-24 HOW MANY TIMES BUYER RECOMMENDED TYPICAL AGENT


Exhibit 4-1METHOD OF HOME PURCHASE, 2001-2017(Percentage Distribution)

Indiana

2017Through a real estate agent or broker 86%Directly from builder or builder's agent 3Directly from the previous owner 10

U.S.

2001 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017Through a real estate agent or broker 69% 75% 77% 77% 77% 79% 81% 77% 83% 89% 89% 88% 88% 87% 88% 86%Directly from builder or builder's agent 15 14 12 12 13 12 10 8 6 7 6 7 7 8 6 7Directly from the previous owner 15 9 9 9 9 7 6 5 5 4 5 5 5 5 5 6

69%

75% 77% 77% 77% 79% 81%

77%

83%

89% 89% 88% 88% 87% 88% 86%

15 1412 12 13 12

108 6 7 6 7 7 8 6 7

15

9 9 9 97 6 5 5 4 5 5 5 5 5 6

0

10

20

30

40

50

60

70

80

90

100

2001 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017

Througharealestateagentorbroker Directlyfrombuilderorbuilder'sagent Directlyfromthepreviousowner


Exhibit 4-2METHOD OF HOME PURCHASE, BY REGION(Percentage Distribution)

Indiana U.S. Northeast Midwest South WestThrough a real estate agent or broker 86% 86% 90% 87% 85% 89%Directly from builder or builder's agent 3 7 2 4 9 7Directly from the previous owner 10 5 8 8 4 4 Knew previous owner 6 3 5 5 2 2 Did not know previous owner 4 2 3 3 2 2

BUYERS WHO PURCHASED A HOME IN THE


Exhibit 4-3METHOD OF HOME PURCHASE, NEW AND PREVIOUSLY OWNED HOMES(Percentage Distribution)

Indiana

All Buyers New HomesPreviously

Owned HomesThrough a real estate agent or broker 86% 60% 90%Directly from builder or builder's agent 3 33 *Directly from the previous owner 10 * 10 Knew previous owner 6 * 6 Did not know previous owner 4 * 4

*Less than 1 percent

U.S.

All Buyers New HomesPreviously

Owned HomesThrough a real estate agent or broker 86% 56% 92%Directly from builder or builder's agent 7 42 1Directly from the previous owner 5 1 7 Knew previous owner 3 1 4 Did not know previous owner 2 * 3

NA- Not Applicable

BUYERS OF

BUYERS OF


Exhibit 4-4METHOD OF HOME PURCHASE, BY ADULT COMPOSITION OF HOUSEHOLD(Percentage Distribution)

Indiana

All BuyersMarried couple

Single female

Single male

Unmarried couple Other

Through a real estate agent or broker 86% 84% 88% 92% 83% 71%Directly from builder or builder's agent 3 4 5 * 3 *Directly from the previous owner 10 11 5 8 14 28 Knew previous owner 6 8 * 4 7 14 Did not know previous owner 4 3 5 4 7 14


U.S.

All Buyers

Married couple

Single female

Single male


Through a real estate agent or broker 86% 86% 88% 86% 93% 87%Directly from builder or builder's agent 7 8 4 4 3 6Directly from the previous owner 5 5 6 9 4 3 Knew previous owner 3 3 3 6 2 1 Did not know previous owner 2 2 3 3 2 2

ADULT COMPOSITION OF HOUSEHOLD



Exhibit 4-5AGENT REPRESENTATION DISCLOSURE, FIRST-TIME AND REPEAT BUYERS(Percentage Distribution)

Indiana

Disclosure Statement Signed? All Buyers First-time Buyers Repeat BuyersYes, at first meeting 24% 16% 28%Yes, when contract was written 19 16 20Yes, at some other time 7 9 5No 30 38 25Don’t know 21 21 21

U.S.

Disclosure Statement Signed? All Buyers First-time Buyers Repeat BuyersYes, at first meeting 26% 24% 27%Yes, when contract was written 22 19 24Yes, at some other time 13 12 13No 21 24 19Don’t know 19 22 17


Exhibit 4-6BUYER REPRESENTATIVE ARRANGEMENT WITH AGENT, FIRST-TIME AND REPEAT BUYERS(Percentage Distribution)

Indiana

All Buyers First-time Buyers Repeat BuyersYes, a written arrangement 29% 27% 30%Yes, an oral arrangement 20 18 20No 34 33 34Don’t know 17 22 15

U.S.

All Buyers First-time Buyers Repeat BuyersYes, a written arrangement 40% 36% 43%Yes, an oral arrangement 17 19 16No 28 26 29Don't know 15 20 12


Exhibit 4-7HOW REAL ESTATE AGENT WAS COMPENSATED(Percentage Distribution)

Indiana

All Types of Representation Buyer Only

Seller or Seller and Buyer

Paid by seller 47% 48% 47%Paid by buyer and seller 13 12 15Paid by buyer only 25 31 18Other 1 * 1Don't know 14 10 19

U.S.

All Types of Representation Buyer Only

Seller or Seller and Buyer

Paid by seller 54% 58% 50%Paid by buyer and seller 12 11 13Paid by buyer only 21 21 21

Percent of sales price 17 18 16Flat fee 2 2 2Other * * *Don't know 2 * 2

Other 2 1 2Don’t know 11 8 15


TYPE OF AGENT REPRESENTATION

TYPE OF AGENT REPRESENTATION


Exhibit 4-8WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTS(Percentage Distribution)

Indiana U.S.Help find the right home to purchase 52% 52%Help buyer negotiate the terms of sale 15% 13%Help with the price negotiations 9% 11%Determine what comparable homes were selling for 5% 6%Help with paperwork 10% 7%Help determining how much home buyer can afford 1% 5%Help find and arrange financing 4% 3%Help teach buyer more about neighborhood or area (restaurants, parks, public transportation) 1% 1%Help find renters for buyer's property 0% *

Help find the right home to purchase, 52%

Help buyer negotiate the terms of sale, 15%

Help with the price negotiations, 9%

Determine what comparable homes were selling for, 5%

Help with paperwork, 10%

Help determining how much home buyer can afford, 1% Help find and arrange financing,

4%

Help teach buyer more about neighborhood or area

(restaurants, parks, public transportation), 1%

Help find renters for buyer's property, 0%

WHAT BUYERS WANT MOST FROM REAL ESTATE PROFESSIONALS(PercentageDistribution)

Indiana

Help find the right home to purchase, 52%

Help buyer negotiate the terms of sale, 13%

Help with the price negotiations, 11%

Determine what comparable homes were selling for, 6%

Help with paperwork, 7%

Help determining how much home buyer can afford, 5%

Help find and arrange financing, 3%

Help teach buyer more about neighborhood or area

(restaurants, parks, public transportation), 1%

Help find renters for buyer's property, 0%

WHAT BUYERS WANT MOST FROM REAL ESTATE PROFESSIONALS(Percentage Distribution)

U.S.


Exhibit 4-9

(Percentage Distribution)

Indiana

All Buyers

First-time Buyers

Repeat Buyers

New Homes

Previously Owned Homes

Help find the right home to purchase 52% 58% 48% 67% 51%Help with the price negotiations 9 10 9 * 10Help buyer negotiate the terms of sale 15 11 17 22 15Determine what comparable homes were selling for 5 4 6 6 5Help with paperwork 10 8 12 6 10Help determining how much home buyer can afford 1 2 1 * 1Help find and arrange financing 4 4 4 * 4Help teach buyer more about neighborhood or area (restaurants, parks, public transportation)

1 1 1 * 1

Other 2 3 2 * 3


U.S.All

BuyersFirst-time

BuyersRepeat Buyers

New Homes


Help find the right home to purchase 52% 50% 53% 51% 52%Help buyer negotiate the terms of sale 13 13 13 13 13Help with the price negotiations 11 10 11 8 11Determine what comparable homes were selling for 6 5 7 8 6Help with paperwork 7 8 7 8 7Help determining how much home buyer can afford 5 7 3 4 5Help find and arrange financing 3 4 3 3 3Help teach buyer more about neighborhood or area 1 1 1 2 1Help find renters for buyer's property * * * 1 *Other 2 2 2 2 2


WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTS, FIRST-TIME AND REPEAT BUYERS, AND BUYERS OF NEW AND PREVIOUSLY OWNED HOMES

BUYERS OF

BUYERS OF


Exhibit 4-10WHAT BUYERS WANT MOST FROM REAL ESTATE AGENTS, BY ADULT COMPOSITION OF HOUSEHOLD(Percentage Distribution)

Indiana

All Buyers

Married couple

Single female

Single male


Help find the right home to purchase 52% 53% 40% 63% 54% 75%Help with the price negotiations 9 10 12 4 8 *Help buyer negotiate the terms of sale 15 13 23 13 17 25Determine what comparable homes were selling for 5 6 6 4 4 *Help with paperwork 10 11 8 8 13 *Help determining how much home buyer can afford 1 1 2 * 4 *Help find and arrange financing 4 2 6 4 * *Help teach buyer more about neighborhood or area (restaurants, parks, public transportation)

1 2 * * * *

Other 2 2 4 4 * *

U.S.All

BuyersMarried couple

Single female

Single male


Help find the right home to purchase 52% 52% 55% 56% 52% 49%Help buyer negotiate the terms of sale 13 13 13 8 16 9Help with the price negotiations 11 11 10 9 10 9Determine what comparable homes were selling for 6 7 4 5 4 2Help with paperwork 7 7 6 7 7 6Help determining how much home buyer can afford 5 4 5 5 4 16Help find and arrange financing 3 2 3 5 4 4Help teach buyer more about neighborhood or area (restaurants, parks, public transportation) 1 2 2 4 2 4Help find renters for buyer's property * * * * * *Other 2 2 2 4 2 4





Exhibit 4-11

(Percent of Respondents)

Indiana

All BuyersFirst-time

BuyersRepeat Buyers

Helped buyer understand the process 61% 78% 52%Pointed out unnoticed features/faults with property 53 56 52Negotiated better sales contract terms 47 46 47Improved buyer's knowledge of search areas 38 35 41Provided a better list of service providers 49 50 49Negotiated a better price 35 32 37Shortened buyer's home search 29 32 28Provided better list of mortgage lenders 24 32 23Narrowed buyer's search area 12 100 11Expanded buyer's search area 15 18 14Other 1 * 1None of the above 8 8 8

U.S.


BuyersRepeat Buyers

Helped buyer understand the process 60% 83% 48%Pointed out unnoticed features/faults with property 56 60 54Negotiated better sales contract terms 47 51 45Provided a better list of service providers (e.g. home inspector) 46 50 43Improved buyer's knowledge of search areas 44 46 42Negotiated a better price 38 40 36Shortened buyer's home search 29 30 28Provided better list of mortgage lenders 22 27 20Expanded buyer's search area 20 22 19Narrowed buyer's search area 15 15 14None of the above 7 4 8Other 2 2 2

BENEFITS PROVIDED BY REAL ESTATE AGENT DURING HOME PURCHASE PROCESS, FIRST-TIME AND REPEAT BUYERS


Exhibit 4-12HOW BUYER FOUND REAL ESTATE AGENT, FIRST-TIME AND REPEAT BUYERS(Percentage Distribution)

Indiana


Buyers Repeat BuyersReferred by (or is) a friend, neighbor or relative 39% 48% 34%Used agent previously to buy or sell a home 15 3 21Internet Web site (without a specific reference) 9 11 8Visited an open house and met agent 5 3 6Saw contact information on For Sale/Open House sign 5 5 5Referred by another real estate agent/broker 7 7 7Personal contact by agent (telephone, e-mail, etc.) 3 6 2Referred through employer or relocation company 2 1 2Walked into or called office and agent was on duty 2 2 2Mobile or tablet application 2 2 2Newspaper, Yellow Pages or home book ad 1 * 1Direct mail (newsletter, flyer, postcard, etc.) 1 1 1Advertising specialty (calendar, magnet, etc.) * 1 *Crowdsourcing through social media/knew the person through social media * 1 *Saw the agent's social media page without a connection 1 1 1Other 8 10 8

U.S.


Buyers Repeat BuyersReferred by (or is) a friend, neighbor or relative 42% 51% 37%Used agent previously to buy or sell a home 12 2 17Internet Web site (without a specific reference) 9 10 8Visited an open house and met agent 6 5 6Saw contact information on For Sale/Open House sign 4 3 4Referred by another real estate agent/broker 5 5 5Personal contact by agent (telephone, e-mail, etc.) 4 3 4Referred through employer or relocation company 2 2 3Walked into or called office and agent was on duty 2 1 2Mobile or tablet application 1 2 1Newspaper, Yellow Pages or home book ad * * 1Direct mail (newsletter, flyer, postcard, etc.) * * 1Advertising specialty (calendar, magnet, etc.) * * *Crowdsourcing through social media/knew the person through social media 1 1 *Saw the agent's social media page without a connection * * *Other 11 13 11



Exhibit 4-13HOW BUYER FOUND REAL ESTATE AGENT, BY ADULT COMPOSITION OF HOUSEHOLD(Percentage Distribution)

IndianaAll


Single female

Single male


Referred by (or is) a friend, neighbor or relative 39% 37% 46% 25% 54% 60%Used agent previously to buy or sell a home 15 14 17 21 * 20Internet Web site (without a specific reference) 9 11 2 8 8 *Referred by another real estate agent/broker 7 7 6 4 4 *Visited an open house and met agent 5 7 2 4 4 *Saw contact information on For Sale/Open House sign 5 5 7 8 * 20Personal contact by agent (telephone, e-mail, etc.) 3 2 2 13 * *Referred through employer or relocation company 2 2 2 * * *Walked into or called office and agent was on duty 2 1 2 8 4 *Mobile or tablet application 2 1 2 * 8 *Newspaper, Yellow Pages or home book ad 1 1 2 * * *Advertising specialty (calendar, magnet, etc.) * 1 * * * *Direct mail (newsletter, flyer, postcard, etc.) 1 * 2 * * *Crowdsourcing through social media/knew the person through social media * * * * 4 *Saw the agent's social media page without a connection 1 1 * * 4 *Other 9 11 9 8 8 *

U.S.All


Single female

Single male


Referred by (or is) a friend, neighbor or relative 42% 41% 45% 42% 45% 42%Used agent previously to buy or sell a home 12 13 11 12 6 10Internet Web site (without a specific reference) 9 9 9 7 10 10Referred by another real estate agent/broker 6 5 7 5 3 8Visited an open house and met agent 4 6 4 5 7 5Saw contact information on For Sale/Open House sign 5 4 4 6 2 1Personal contact by agent (telephone, e-mail, etc.) 4 4 4 4 4 4Referred through employer or relocation company 2 3 1 1 2 *Walked into or called office and agent was on duty 2 1 2 1 1 1Mobile or tablet application 1Newspaper, Yellow Pages or home book ad * 1 * 1 * 1Advertising specialty (calendar, magnet, etc.) * * * * * *Direct mail (newsletter, flyer, postcard, etc.) * * * * 1 *Crowdsourcing through social media/knew the person through social media 1 * 1 * 1 *Saw the agent's social media page without a connection * * * * * 1Other 11 11 10 13 15 16





Exhibit 4-14HOW MANY TIMES CONTACTED AGENT BEFORE RECEIVED RESPONSE AND ORIGINAL FORM OF CONTACT(Median, Percentage Distribution)

Indiana

Phone call 42%E-mail 16Contacted friend/family 7Web form on home listing website 6Text message 5Through agent's website 3Social Media (FaceBook, Twitter, LinkedIn, etc.) 3Talked to them in person 17Number of Times Contacted (median) 1

U.S.

Phone call 41%Talked to them in person 20E-mail 15Ask a friend to put me in touch 9Inquiry for more information through 3rd party website 7Text message 5Through agent's website 2Social Media (FaceBook, Twitter, LinkedIn, etc.) 2Number of Times Contacted (median) 1


Exhibit 4-15NUMBER OF REAL ESTATE AGENTS INTERVIEWED BY FIRST-TIME AND REPEAT BUYERS(Percentage Distribution)

Indiana

All Buyers First-time Buyers Repeat BuyersOne 71% 65% 73%Two 19 25 17Three 7 7 6Four or more 3 3 3

U.S.

All Buyers First-time Buyers Repeat BuyersOne 70% 68% 72%Two 17 19 15Three 8 8 7Four or more 6 5 6

70%

68%

72%

17

19

15

8

8

7

6

5

6

0 20 40 60 80 100

AllBuyers

First-timeBuyers

RepeatBuyers

One Two Three Fourormore


Exhibit 4-16MOST IMPORTANT FACTORS WHEN CHOOSING AN AGENT(Percentage Distribution)

Indiana U.S.Agent is honest and trustworthy 21% 19%Agent's experience 17% 17%Reputation of agent 22% 17%Agent is friend or family member 17% 15%Agent's knowledge of the neighborhood 4% 8%Agent has caring personality/good listener 5% 7%Agent is timely with responses 6% 7%Agent seems 100% accessible because of use of technology like tablet or smart phone 4% 4%Agent's association with a particular firm 1% 2%Active in local community/volunteerism 0% 1%Professional designations held by agent 1% 1%Other 2% 4%

Agent is honest and trustworthy, 21%

Agent's experience, 17%

Reputation of agent, 22%Agent is friend or family

member, 17%

Agent's knowledge of the neighborhood, 4%

Agent has caring personality/good listener, 5%

Agent is timely with responses, 6%

Agent seems 100% accessible because of use of technology like tablet or smart phone, 4%

MOST IMPORTANT FACTORS IN CHOOSING AN AGENT(Percentage Distribution)

Indiana

Agent is honest and trustworthy, 19%

Agent's experience, 17%

Reputation of agent, 17%

Agent is friend or family member, 15%

Agent's knowledge of the neighborhood, 8%

Agent has caring personality/good listener, 7%

Agent is timely with responses, 7%

Agent seems 100% accessible because of use of technology like tablet or smart phone, 4%

Agent's association with a particular firm,

2%

Active in local community/volunteerism, 1%

Professional designations held by agent, 1%

Other , 4%

MOST IMPORTANT FACTORS IN CHOOSING AN AGENT(Percentage Distribution)

U.S.


Exhibit 4-17IMPORTANCE OF REAL ESTATE AGENT SKILLS AND QUALITIES(Percentage Distribution)

IndianaVery

ImportantSomewhat Important

Not Important

Honesty and integrity 98% 2% *

Knowledge of purchase process 93 6 *Responsiveness 94 6 *Knowledge of real estate market 92 8 *Communication skills 87 12 1Negotiation skills 83 16 1People skills 79 20 1Knowledge of local area 76 21 3Skills with technology 42 49 9

U.S.Very

ImportantSomewhat Important

Not Important

Skills with technology 45 46 9Knowledge of local area 77 20 3People skills 78 21 1

Negotiation skills 83 16 1Communication skills 86 13 1Knowledge of real estate market 92 8 1Knowledge of purchase process 93 6 1Responsiveness 93 7 *Honesty and integrity 97% 2% **Less than 1 percent

45

77

78

83

86

92

93

93

97%

46

20

21

16

13

8

6

7

2%

9

3

1

1

1

1

0

0%

0 20 40 60 80 100

Skillswithtechnology

Knowledgeoflocalarea

Peopleskills

Negotiationskills

Communicationskills

Knowledgeofrealestatemarket

Knowledgeofpurchaseprocess

Responsiveness

Honestyandintegrity

VeryImportant SomewhatImportant NotImportant


Exhibit 4-18


Indiana


BuyersRepeat Buyers

New Homes


Honesty and integrity 98% 97% 98% 100% 98%Knowledge of purchase process 93 96 92 94 94Responsiveness 94 90 97 100 94Knowledge of real estate market 92 90 93 94 92Communication skills 87 88 87 94 87Negotiation skills 83 86 81 83 83People skills 79 77 81 88 79Knowledge of local area 76 74 77 78 75Skills with technology 42 43 42 44 43

U.S.


BuyersRepeat Buyers

New Homes


Honesty and integrity 97% 97% 97% 99% 97%Knowledge of purchase process 93 95 92 92 93Responsiveness 93 93 93 93 93Knowledge of real estate market 92 90 93 95 91Communication skills 86 87 85 86 86Negotiation skills 83 85 82 82 83People skills 78 79 78 79 78Knowledge of local area 77 71 80 79 77Skills with technology 45 44 46 49 45

AGENT SKILLS AND QUALITIES CONSIDERED 'VERY IMPORTANT' BY FIRST-TIME AND REPEAT BUYERS, AND BUYERS OF NEW AND PREVIOUSLY OWNED HOMES

BUYERS OF

BUYERS OF


Exhibit 4-19


Indiana


Single female

Single male


Honesty and integrity 98% 98% 98% 100% 96% 100%Knowledge of purchase process 93 93 92 96 96 100Responsiveness 94 96 92 92 96 100Knowledge of real estate market 92 91 94 87 96 100Communication skills 87 87 90 83 92 100Negotiation skills 83 85 84 70 79 75People skills 79 81 80 96 71 75Knowledge of local area 76 76 73 87 63 50Skills with technology 42 37 46 52 58 50

U.S.


Single female

Single male


Honesty and integrity 97% 98% 98% 94% 97% 98%Knowledge of purchase process 93 93 94 90 95 96Responsiveness 93 93 93 88 94 87Knowledge of real estate market 92 92 95 85 90 89Communication skills 86 86 88 82 90 86Negotiation skills 83 83 86 78 84 78People skills 78 78 81 72 82 83Knowledge of local area 77 78 78 73 71 77Skills with technology 45 44 49 43 47 54

AGENT SKILLS AND QUALITIES CONSIDERED 'VERY IMPORTANT' BY ADULT COMPOSITION OF HOUSEHOLD




Exhibit 4-20


Indiana


BuyersRepeat Buyers

Calls personally to inform of activities 76% 74% 77%Sends postings as soon as a property is listed/the price changes/under contract 66 65 67Sends emails about specific needs 49 54 47Active in local community/volunteerism 13 17 10Can send market reports on recent listings and sales 45 44 46Sends property info and communicates via text message 64 67 *Has a web page 30 31 30Has a mobile site to show properties 30 35 28Sends an email newsletter 11 9 12Advertises in newspapers 4 3 5Is active on social media 15 21 12Has a blog 1 2 1

U.S.


BuyersRepeat Buyers

Calls personally to inform of activities 76% 74% 77%Sends postings as soon as a property is listed/the price changes/under contract 71 71 71Sends property info and communicates via text message 63 66 61Sends emails about specific needs 55 59 52Can send market reports on recent listings and sales 52 47 55Has a website 31 27 33Has a mobile site to show properties 30 29 31Is active on social media 13 13 13Active in local community/volunteerism 13 12 14Sends an email newsletter 8 8 8Advertises in newspapers 4 3 5Has a blog 1 2 1

IMPORTANCE OF AGENT COMMUNICATIONS


Exhibit 4-21SATISFACTION WITH REAL ESTATE AGENT SKILLS AND QUALITIES(Percentage Distribution)

Indiana

Very Satisfied Somewhat Satisfied Not SatisfiedKnowledge of purchase process 90% 8% 2%Honesty and integrity 90 6 3Knowledge of real estate market 90 8 2People skills 87 11 2Responsiveness 86 10 3Knowledge of local area 86 12 2Communication skills 87 10 3Skills with technology 81 18 2Negotiation skills 77 17 6

U.S.Very Satisfied Somewhat Satisfied Not Satisfied

Negotiation skills 75 19 6Skills with technology 81 17 3Communication skills 84 13 4Knowledge of local area 84 14 3People skills 85 12 3Responsiveness 87 11 3Knowledge of real estate market 87 11 2Honesty and integrity 88 9 3Knowledge of purchase process 89% 9% 2%

75

81

84

84

85

87

87

88

89%

19

17

13

14

12

11

11

9

9%

6

3

4

3

3

3

2

3

2%

0% 20% 40% 60% 80% 100%

Negotiationskills

Skillswithtechnology

Communicationskills

Knowledgeoflocalarea

Peopleskills

Responsiveness

Knowledgeofrealestatemarket

Honestyandintegrity

Knowledgeofpurchaseprocess

VerySatisfied SomewhatSatisfied NotSatisfied


Exhibit 4-22WOULD BUYER USE REAL ESTATE AGENT AGAIN OR RECOMMEND TO OTHERS(Percentage distribution)

Indiana

Definitely 77%Probably 14%Probably Not 5%Definitely Not 4%Don’t Know 0%

U.S.

All BuyersDefinitely 74%Probably 15Probably Not 6Definitely Not 5Don't Know 2

77%

14%

5% 4%0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Definitely Probably Probably Not Definitely Not Don’t Know

WOULD BUYER USE ESTATE AGENT AGAIN OR RECOMMEND TO OTHERS


01020304050607080

Definitely Probably ProbablyNot DefinitelyNot

Don'tKnow

74%

156 5 2

WOULDBUYERUSEESTATEAGENTAGAINORRECOMMENDTOOTHERS

(PercentageDistribution)


Exhibit 4-23HOW MANY TIMES BUYER RECOMMENDED TYPICAL AGENT(Percentage distribution)

Indiana

All BuyersNone 30%One time 20Two times 21Three times 10Four or more times 23Times recommended since buying (median) 1

U.S.All Buyers

None 3%One time 91Two times 3Three times 1Four or more times 2Times recommended since buying (median) 1

home buying and real estate professionals

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