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How a 10-Role ACN Team Sells One Property

With Precision, Proof, and Zero Internal Conflict

Most agency leaders believe they are already practicing teamwork. But when a deal collapses, it rarely collapses at the first step — it collapses quietly in the middle, when nobody is watching.

Why?

Because traditional teamwork relies on memory, trust, and personal goodwill, while ACN relies on structure, evidence, and governed accountability.

This case study demonstrates how one property can be sold smoothly, fairly, and professionally using a 10-role ACN blueprint designed specifically for subsale transactions, where legal, psychological, operational, and negotiation risks are highest.

Important Understanding Before You Begin

This is only one example of how an Agent Cooperation Network (ACN) can be designed inside a property agency.

There is:

• No single correct version
• No fixed number of roles
• No universal commission structure

ACN is flexible, contextual, and adaptable based on:

• Business model & value proposition
• Market type & asset class
• Team size & maturity
• Leadership style & governance
• Workflow automation & discipline
• Legal requirements & risk tolerance
• Service level standards

You may add, merge, remove, rename, redefine, automate, or outsource any role. Examples of optional roles include: in-house lawyer, loan advisor, foreign-buyer concierge or tour guide, compliance officer, media strategist, content presenter, interpreter, PDPA officer, after-sales manager, tenancy manager, developer liaison, etc.

ACN is not about “more roles.”
ACN is about correct roles with provable value.

What ACN Actually Is

An Agent Cooperation Network (ACN) is a proof-based, role-structured operating system for agents inside a property agency.

It breaks a transaction into specialised roles, and connects:

• Workflow
• Evidence & logs
• Commission distribution

ACN is not a software brand, a fixed template, or a rigid 10-role doctrine.

Any agency can design its own ACN as long as:

• Roles are clearly defined
• Contribution is provable, not claimed
• Commission logic is transparent and pre-agreed

Subsale vs Rental vs Project — ACN Must Follow The Market

The example used here is optimised for subsale, because subsale involves:

• Legal & documentation risk
• Variable pricing & repositioning
• Fragmented viewing schedules
• Buyer objection psychology
• Owner expectation management
• Negotiation depth
• Possibility of late-stage collapse

Meanwhile, project ACN structures such as 4-3-3 or 3-3-3-1 are already well-known and valid:

• 4-3-3: Leads → Caller → Closer
• 3-3-3-1: Includes Loan Coordinator

These remain ACN — simply lighter, faster, and sales-centric.

Full Case Story — Unit 1201, Skyline Apartment

Seller: Mr. Chan
Buyer: Mrs. Lim
Duration: ± 90 days
Market Type: Subsale (high-rise)

ACT 1 — Inventory Is Born (Days 0–7)

ACT 2 — Strategic Listing Management (Days 7–60)

ACT 3 — Buyer Emergence & Conversion (Days 50–85)

ACT 4 — Completion Without Collapse (Days 85–90)

DETAILED ROLE EXPLANATIONS

Property Sourcer — “The Pioneer”

What this person actually does:

• Gets a mandate (usually written Exclusive Appointment Letter).
• Conducts structured listing interviews (pricing logic, motivation, condition, restrictions, competitive properties).
• Collects documents & evidence (title copy, IC, tenancy agreement, receipts, renovation info).
• Performs basic inspection (physically or via video).
• Logs into ACN → enters structured listing data including:

• Owner identity & preference
• Property specs
• Highlight & flaw notes
• Tenant status & access constraints
• Pricing rationale & seller psychology
• Media & verification files

Rule:
No data entry → ACN cannot proceed.

Visuals Specialist — “The Stylist”

The alchemist of perceived value.

Can your smartphone compete with a RM50,000+ DSLR, a RM30,000 DJI drone, or a RM50,000 360-degree video rig?

Let's be real: Absolutely not.

And that's just the hardware. Most agents lack the fundamental skill to use even a basic camera, resulting in blurry, off-focus photos that miss key selling points.

This is the critical difference:

Amateur media makes a RM2 million property look like it's worth RM500,000.
Professional media makes a RM500,000 property look and feel like it's worth RM2 million.

A professional doesn't just have superior equipment; they have the trained eye to use it. They execute a systematic process: staging the property, shooting with a strategic sequence on a tripod, and professionally editing the final assets.

This role isn't about taking pictures. It's about architecting desire and justifying a premium price before a single viewing is ever booked.

Verifier — “The Risk Controller”

The Verifier exists to prevent later-stage collapse, refund risk, reputation damage, legal disputes, and valuation-driven failure by validating documentation, authority, and compliance before the listing is activated.

Key functions include:

• Confirm ownership legitimacy & selling authority.
• Verify appointment letter, title details, tenancy terms, renovation legality & restrictions.
• Identify risk markers (caveats, arrears, valuation issues).
• Require evidence to be uploaded, labelled & timestamped.
• Approve or pause listing until clarity is obtained.

Outcome:
The Verifier protects the Closing Agent, buyer, brand, and commission.

Key Holder — “The Gatekeeper”

Realistic Malaysian scenario:

• Property located at KLCC
• Owner living in Klang
• Viewing requests can come anytime
• Agents cannot afford 2–3 hours per key trip

This creates friction, wasted time, and fewer viewings, which reduces deal probability.

With ACN:

• Viewing Agent never calls the owner
• All arrangements flow through the Listing Manager
• Key Holder manages physical access logistics
• Role can be assigned to staff, freelancer, service provider, or GrabExpress / Lalamove

Role may be compensated via:

• Commission
• Fixed fee
• Per-task payment
• Rotating duty
• Outsourcing agreement

Without a Key Holder:

Core Principle:
Access is not administrative — access is sales-probability acceleration.

Hyper-Realistic Commission Math

Assume final commission = RM10,000
Key Holder base entitlement = 3%
→ RM10,000 × 3% = RM300

Important correction:
RM20–RM40 delivery cost assumes a single, exceptional trip, not normal deal flow.
Subsale deals usually require multiple viewings, making per-trip logistics economically invalid if distance is unmanaged.

• Therefore, in ACN reality:
  Key Holders are assigned locally to minimise repeated transport cost, or
• Delivery costs are explicitly borne by the owner when distance applies

Under governed access:
Logistics cost is structurally minimised or externalised
The RM300 represents payment for access certainty, not delivery profit
Result:
The role is financially viable because access is governed, not because delivery is cheap.

Elastic Commission Logic (Policy-Driven)

Access effort is not uniform, therefore commission is elastic, not fixed. Adjustments may apply based on provable conditions:

• Distance-based tiering
• Time / urgency surcharge
• Multiple-visit uplift
• Weekend / peak-hour premium
• Minimum guarantee + percentage model
• Task-based add-ons (handover, contractor access, emergency viewing)

Listing Manager — “The CEO of the Listing”

This role is the strategic owner of the property from mandate to completion. They are the single point of truth and communication for the seller, insulating them from chaos and managing the listing’s life cycle.

What this person actually does:

A. Onboarding & Strategy

• Receives handover from the Property Sourcer and Verifier, ensuring completeness.
• Conducts a deep-dive strategy session with the seller to finalise pricing, positioning, and narrative.
• Sets the official ACN Price and defines a negotiation buffer.

B. Owner Management & Communication

• Becomes the only role communicating feedback, pricing, and offers to the seller.
• Manages expectations using intelligence, not emotion.
• Prepares sellers mentally for low offers to avoid emotional shock.

C. ACN Orchestration & Delegation

• Approves and schedules viewings requested by Buyer Referrer.
• Briefs First-View Agent before each viewing with mission-specific intelligence.
• Analyzes viewing intelligence logs to reposition strategy.
• Officially green-lights Closing Agent to begin negotiation.

Without a Listing Manager:

Problem: Conflicting messages reach the owner
Result: Seller confusion → trust breakdown → listing withdrawn

Value:
The Listing Manager converts a reactive listing into a managed commercial asset.

Quality Ambassador — “The Endorser”

This role provides internal credibility assurance. Their endorsement signals to the entire agency that a listing is real, verified, priced correctly, and worth agent attention.

What this person actually does:

A. Quality Audit

• Conducts a final audit of ACN listing (data completeness, visuals, verifier notes).
• Physically inspects property or reviews full video evidence.

B. Pricing Validation

• Runs independent CMA to challenge or confirm pricing logic.
• Leaves written endorsement comment inside ACN.

C. Internal Marketing & Priority Push

• Officially launches the listing internally with a badge of approval.
• May host internal briefing, Q&A or micro-training to highlight angles.

Without a Quality Ambassador:

Problem: Agents doubt internal listings
Result: Strong inventory gets ignored → sourcing effort wasted

Value:
This role creates internal trust velocity — the fuel of ACN.

Buyer Referrer — “The Matchmaker”

This role does not conduct viewings; they create and supply qualified buyer demand. The contributor may be an individual agent, team leader, marketing unit, digital advertiser, portal, referral partner, or external media vendor.

What this role actually does:

A. Lead Generation & Capture

• Sources buyers through referrals, databases, paid ads, funnels, events, portals, or offshore channels and records them into ACN.

B. Qualification & Routing

• Captures basic criteria — budget, motivation, timeline, financing readiness — and matches the buyer to the most suitable listing or listing group.

C. Contribution Proof & Transparency

• Credit is timestamp-based inside ACN (not WhatsApp claims), allowing contribution even without participation in viewing or negotiation.

Commission Logic (Outcome-Based)

Reward varies depending on lead strength:

• Raw contact only (just a number / no story) → Lower %
• Pre-qualified & motivated lead → Higher %
• Ready buyer with proof / pre-approval → Premium %

This role commonly shares upside with the Closing Agent, based on the agreed ACN structure.

Without a Demand Generator:

Problem: Buyer info remains scattered and invisible
Result: High-quality leads die quietly and perfect matches never surface

First-View Agent — “The Information Scout”

This role does not negotiate.

This role does not oversell.

This role extracts buyer psychology for the Closing Agent.

Before Viewing

• Opens ACN, reviews listing brief + owner psychology notes
• Uses approved messaging
• Confirms buyer qualification

During Viewing

• Arrives early, prepares physical condition
• Executes scripted viewing sequence
• Uses guided discovery questioning
• Observes verbal + non-verbal cues

After Viewing

Logs into ACN immediately and enters intelligence:

• Interest level score (1–5)
• Psychological price ceiling
• Objection category & reasoning
• Comparison units
• Probability score
• Next step recommendation

Example Logged Entry

Rule:
No ACN intelligence log → No contribution credit

Multiple-Buyer Handling — The Hidden System Advantage

Real subsale demand is fragmented, not linear:

Buyer A → 10:00 AM
Buyer B → 2:00 PM
Buyer C → 5:30 PM
Buyer D → Tomorrow evening

Without ACN

With ACN

ACN transforms:

10 agents → 1 viewing executor
10 calls → 1 communication line
10 opinions → 1 intelligence log
10 handovers → 1 protocol

Closing Agent — “The Negotiator”

This is the commercial finisher — the one who converts intelligence into a signed deal.

What this person actually does:

A. Intelligence Review & Strategy

• Studies all logs from First-View Agent
• Confers with Listing Manager to understand seller psychology & pricing floor
• Builds bespoke strategy

B. Objection Handling & Value Reinforcement

• Uses intelligence to resolve, not argue
• Focuses on solutions, not features

C. Offer Management & Deal Locking

• Manages offer–counter-offer sequence
• Logs all offers in ACN
• Secures deposit immediately upon verbal agreement

D. The Critical Handover

• Direct success is tied to intelligence quality
• Negotiating blind = high failure probability

Without a Closing Agent:

Agent becomes emotional or biased
Higher chance of deal collapse

Transaction Coordinator — “The Finisher”

This role is the guarantor of a zero-failure finish. They take over once the Closing Agent has shaken hands, transforming a verbal agreement into a legally completed transaction without a single misstep.

What this person actually does:

1. Loan Process Management

• Becomes the primary liaison between buyer, banks, and mortgage broker.
• Tracks loan application progress and follows up on outstanding documents.
• Alerts the Closing Agent and Listing Manager early if there is a loan-risk of collapse.

2. Legal Documentation & Stamping

• Coordinates with lawyers for both parties to prepare, review, and execute the SPA.
• Manages payments for down payment and deposits, ensuring timeline compliance.
• Oversees stamping of the SPA with LHDN so it becomes legally binding.

3. Pre-Completion Checklist & Handover

• Manages master checklist: utilities, maintenance fee settlement, key handover.
• Acts as a calm point of contact during the stressful final weeks.
• Officially closes the file in ACN and triggers final commission distribution.

Why This Role Is Non-Negotiable:

A collapsed deal at this stage is the most expensive failure — all marketing, time, and effort are lost for RM0 return. The Transaction Coordinator’s process-driven approach eliminates this risk.

Without a Transaction Coordinator:

The sales agent is dragged into admin and legal follow-up they dislike.
Deadlines are missed, parties get frustrated, and deals collapse from preventable admin errors.

The Transaction Coordinator is the safety net. They ensure the victory secured by the Closing Agent is not lost in the final mile.

The 10-Role Subsale Reference Table (4 Columns)

What This Example Proves About ACN

This 10-role subsale version is not the ACN standard — it is one engineered design optimised for high-risk subsale transactions.

From this example, you can see that ACN works because:

• Work is sequenced, not overlapped
• Roles are specialised, not duplicated
• Contribution is logged, not assumed
• Commission follows proof, not politics

You may shorten, merge, automate, outsource, or expand roles depending on: market type, agent maturity, tech adoption, SLA standards, and leadership philosophy.

Commission Distribution (≤100% Rule)

If total is below 100%, the remaining becomes company profit, reserve fund, tech reinvestment, training budget, and compliance buffer.

Final Philosophy

ACN is not about adding more people — it is about structuring proof-based value creation so that fairness, professionalism, collaboration, and scalability become unavoidable, not optional.

A copied ACN is weak.
A custom ACN is unstoppable.

How To Read This (Audience Guide)

Call-To-Action

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