Train Staff to Handle VPA Properly.
VPA works best when everyone in the agency explains and manages it the same way. Training should cover sales, administration and accounts.
VPA works best when everyone in the agency explains and manages it the same way.
Training should cover sales, administration and accounts.
The aim is simple:
Give vendors clear information
Keep approvals consistent
Avoid incorrect promises
Make payment handling easy to follow
Reduce mistakes
What sales agents should know.
Agents should be able to explain:
What VPA is
What the marketing budget covers
The difference between marketing and commission
How payment options work
When Property.Credit may be introduced
What they should not say about fees or approval
How to record vendor decisions
They should also be able to handle common objections without becoming defensive.
What administration staff should know.
Administration should understand:
How campaigns are approved
Which suppliers can be used
How campaign changes are recorded
How invoices are matched to properties
How vendor payment methods are recorded
What happens if a campaign is withdrawn
What accounts staff should know.
Accounts should understand:
How VPA payments are processed
How supplier invoices are checked
How balances are tracked
How Property.Credit payments are recorded
How campaign files are reconciled
What needs to happen before settlement or file closure
Use standard wording.
Give staff simple language they can use.
For example:
“The marketing campaign and the agent’s commission are separate. The campaign covers the agreed advertising and presentation costs.”
For pay later:
“You can pay the marketing upfront, or there may be a Property.Credit pay-later option available for eligible vendors. Fees, approval and conditions apply.”
Standard wording helps avoid mixed messages.
Train staff on what not to say.
Staff should not:
Call pay-later marketing “free”
Guarantee Property.Credit approval
Guess at fees
Promise repayment terms
Recommend unnecessary marketing
Order unapproved extras
Give financial advice outside their role
Use real scenarios.
Training works better when staff practise common situations.
Examples:
“Why should I pay for advertising?”
“Another agent will pay for it.”
“Can I pay at settlement?”
“What happens if the property does not sell?”
“Can we reduce the campaign?”
“Can we add more marketing later?”
Short role-play sessions can help agents become more comfortable with these conversations.
Keep training regular.
VPA training should not be a one-off session.
Review it when:
New staff join
Payment processes change
Property.Credit procedures change
Suppliers change
Agency policies are updated
Common mistakes appear
Agent Action Plan.
1. Create a short VPA training guide
Cover the main process and standard wording.
2. Train each team separately
Sales, admin and accounts need different information.
3. Practise common objections
Use real vendor conversations.
4. Give staff approved wording
Make it easy to explain VPA and Property.Credit correctly.
5. Review mistakes
If the same issue keeps appearing, add it to training.
6. Refresh the team regularly
Keep the process current.
Good VPA training gives staff confidence and gives vendors a more consistent experience.