Tip 1: Answer in time, and ring the bell no more than three times.
Tip 2: Pick up the phone and report yourself first.
Tip 3: Use the magic of sound to transmit happiness by phone.
Tip 4: Pay attention to telephone etiquette and maintain the image of the company you represent.
Tip 5: unify the sales caliber and answer questions skillfully.
Tip 6: Try to get the information you want.
Tip 6: Invite customers to meet and end the call politely.
Step 2: Welcome customers.
Welcome customers to get started-arrange seats-serve tea-hand in business cards.
1. Avoid customers forgetting to take your business card. When the customer is about to leave, you can pin your business card on the building books or posters given to the customer. In this way, when customers check information at home, they will usually call you if they have any questions.
2. After the first meeting, you should write down the time, place and content of the meeting after the business card, and it is best to simply write down the characteristics of the other party. In this way, the business cards accumulated by the word flag will become their own social files, providing clues or topics for meeting or contacting again.
Step 3: Greetings.
Find a topic: each other's specialties and hobbies, each other's advantages, weather and news.
Listen carefully.
Praise customers appropriately.
Step 4: Project Introduction
1, Features-Advantages-Benefits
Features: namely the selling point of real estate.
Advantages: namely, the advantages shown by the selling point of the property.
Benefits: that is, the characteristics (selling points) and advantages (advantages) of the real estate can meet some needs of customers.
Several factors that are most likely to cause impulse to buy.
Introduce the advantages and characteristics of the product. In order to arouse the impulse of property buyers to buy their own products, it can be emphasized that:
(1) safety: product structure, construction quality, safety facilities, children's play space, etc.
(2) Comfort: the demands of "home comfort" such as lighting, ventilation, landscape, smooth indoor sports, community public facilities, and even nearby parks and school markets.
(3) Privacy: This is a point that salespeople often ignore, but the requirements of rich customers are getting higher and higher, which can emphasize the "sense of privacy" of the privacy of four families.
(4) Educational environment: In addition to school facilities, excellent neighborhood standards and the residence of celebrities nearby, the selling point of "children living here will be very promising when they grow up" can be played.
(5) Anti-inflation: "The rich started from real estate", "People have two feet, but money has four corners (feet); The house has eight legs ","the interest rate of RMB in the bank is not as fast as that of house prices "and" the stock can drop from 10 yuan to 1 yuan, and the house will never ".
(6) Value-added: Value-added play brought by product positioning, major public facilities planning and excellent design scheme.
(7) Social status: use celebrity effect and location effect to increase the added value of products.
(8) Advanced: special room design, well-known owners, designers, special appearance, building materials, so that customers feel that the price can not be low.
(9) Create customers' fear and aversion to competitive cases.
Scene rehearsal
2. Accurately grasp customer preferences
3. Respect customers' safe areas.
4, avoid the heavy, and use the "negative affirmation method" to explain.
Some salespeople blindly say how good the property is in the introduction process, but don't talk about any shortcomings, which will make consumers feel distrust. After all, no matter how good the house is, there will be some shortcomings. Some shortcomings, if you don't say it, consumers will soon find out. Therefore, when introducing them, salespeople should also talk about their shortcomings, but they should pay attention to learning to avoid the important and avoid the light. What I'm talking about here is not to hide the disadvantages or exaggerate the benefits, but to learn to use the "negative positive method" to offset the dissatisfaction of consumers. The so-called "negative correction method" is to say the shortcomings of the real estate first, and then explain it according to this shortcoming, proving that this shortcoming is not irreparable.
Sometimes the pros and cons of real estate are obvious. At this time, there is no need for the salesperson to deliberately conceal the defects of the real estate when introducing it, because even if you don't say it, it is easy for the customer to know. For example, if a building has an open landscape at present, but another high-rise building is already under construction in front of a site, it will definitely cover the existing landscape of the building in the future. Then, when selling, salespeople must not focus on exaggerating the "advantages" of the current landscape. On the one hand, customers may know that a building is being built nearby, and your deliberate statement will make customers laugh at you for not having market information, and even suspect that you intentionally hide it. On the other hand, even if customers don't know now, they will certainly know in the future, which is why customers will hold them accountable.
Although some attributes have some shortcomings, they are conditional. For example, the price of your property is significantly higher than that of the surrounding competitive properties, which is also a short board in sales and cannot be avoided. Experienced salespeople will say before consumers mention this shortcoming: "Our price is indeed higher than that of several surrounding buildings, but due to our careful design, the occupancy rate of our buildings exceeds 80%. If we consider using the area price, our price here is still lower than theirs! " This method of introducing shortcomings first and then advantages is the so-called "negative correction method"
For another example, the apartment structure you recommended to customers is not ideal, but it can be corrected by changes. Then you can say to consumers when introducing: "This apartment may not be ideal, but you can put this partition back 0.5 meters, and the space effect will be better!"
5. Appropriate use of "situational sales" method.
6. Make full use of sales props: real estate models, loushu, posters and other publicity materials, renderings, exhibition boards, building materials and equipment samples.
7. Interaction is golden: ask appropriate questions and let customers feel it personally.
8. Be good at prompting: compare with competitors and show proof.
Step 5: Recommend the apartment type.
1, Understand the purchase intention: When recommending the apartment, first understand the customer's purchase intention, such as the apartment structure (several rooms and several halls), area size, floor, orientation, total price budget, etc.
Scene rehearsal
I am both a sales consultant and a property consultant.
3. Grasp the recommendation principle.
After finding out the customer's purchase intention, you must choose one or two houses that meet the customer's needs and recommend them to customers. The following principles should be grasped when recommending:
(1) Combined with sales control. Sales control is an important strategy for real estate sales, and almost every building has a sales control table. When recommending apartment types to customers, salespeople must combine the company's sales control strategy, and can't introduce those houses that the company has not officially put on the market (sales control) to customers.
(2) Don't give customers too many choices. When recommending a specific apartment, you only need to recommend one or two sets according to the customer's intention. You must not recommend all the houses that meet the customer's needs at once.
(3) Communicate with the console in time. When recommending specific units, we should pay attention to communication with the console, so that the site manager and colleagues can know which house the customer is looking at, especially when the transaction probability is high, so as to avoid the situation that the customer is satisfied but there is no room to sell at that time. For example, when you recommend room 1506 to a customer, you should ask the console: "Hello, console. Can you introduce unit 1506? " If it has been sold or controlled, the console will tell you, "Sorry, 1506 has been reserved. 1606 has not been sold yet. "
Step 6: Show the scene.
1, house route design
Step 2 talk while walking
Step 3 pay attention to details
4. Show model houses
5. Show the construction site
(1) Description of site management specifications, construction supervision units, etc.
(2) Point out his future house for the customer.
(3) Introduce the surrounding environment
(4) Introduce the supporting location of the community.
6. Try to bring customers back to the sales office.
(1) If the customer really has something to go back, you should politely ask him if he wants to go to the sales office for a glass of water or take a rest before leaving, and then politely say goodbye to the customer and ask him to make an appointment another day.
(2) If the customer just refuses on an excuse, it means that his mind is not enough, and you should not force him to stay, but politely say, "Today, there are many customers and work is busy, so I am embarrassed to introduce them in detail!" Or something, and say goodbye to it.
(3) Smart salespeople will ask customers to leave their materials and articles in the sales office before taking them to the site for a visit, or keep some information they want to know during the negotiation process, and guide customers to return to the sales office after visiting the site.
(4) If the customer is successfully brought back to the sales office, the content of the negotiation at this time is often in-depth and targeted substantive issues. But don't worry, you can relax the atmosphere first, send tea, exchange pleasantries, and then cut into the real sales problem for negotiation.
Step 7: Handle customer objections.
1, find out the real objection.
(1) True Objection and False Objection
The real objection means that the objection raised by the customer is his real inner thoughts or her real objection. Straight-talking customers usually speak their minds directly, and the objections raised at the moment when customers are about to book are generally true.
False objection means that the objection raised by the customer is not his real inner thoughts, but just a strategy he applies in the purchase negotiation. For various reasons, people often express their objections without telling you why they really don't want to buy.
False objections are usually divided into two types: one is that the meaning put forward by the customer is just an excuse he uses to perfunctory and deal with the sales staff, in order not to talk to the sales staff and really get involved in the sales activities; The other is that although customers have raised many objections, they don't really care.
The method of distinguishing between true and false objections
(1) When you provide a clear answer to the customer's objection, pay attention to the other party's reaction. Generally speaking, if they are indifferent, it means that they have not told you the real objection.
When customers raise a series of irrelevant objections in a short time, it is probably the real reason that bothers them.
(3) Sometimes, when you judge that the objection raised by a customer is false, but you can't know his true thoughts, you can also boldly and directly ask, "Mr. Wang, I really want to ask you a favor. I believe this house is very suitable for you, and you are interested in this house, but I feel that you seem to have some concerns and refuse to say it. Can you tell me the real reason? " Remember, asking questions is a good way for you to know the truth.
(2) Actual objection and psychological objection
The actual objection refers to the specific and real problems expressed by customers, which have a substantial impact on customers' purchase decisions. That is: dissatisfied with the product and dissatisfied with the price.
Psychological objection means that the objection raised by customers is only a psychological obstacle, not the specific difficulties they actually encounter.
① Dissatisfied with the sales staff.
Any words and deeds of a salesperson in the promotion process may lead to customer dissatisfaction, thus affecting his purchase decision.
The words, deeds and attitudes of salespeople make customers feel disgusted and can't win the favor of customers.
In order to convince customers, some salespeople often cheat customers with false statements, which will lead to more objections.
Too many technical terms are used. If the salesperson uses too many technical terms in the introduction, it will make customers feel that the salesperson is showing off and raising himself.
Improper communication. Talking too much or listening too little can't really grasp the customer's problems, which leads to many objections.
Description and demonstration failed. If you don't explain or show it, you will be questioned by customers immediately.
Attitude is too high, and it is difficult for customers everywhere. Salespeople want to win customers everywhere and make customers feel unhappy, thus raising many subjective objections.
(2) Too much reference to other people's opinions.
③ Feng Shui rumors
(3) Understand the subtext of customer objections
In fact, some objections raised by customers have certain subtext. By digging the subtext behind false objections, we can understand the real intention of customers. For example:
I don't think this price represents a penny for a penny. The subtext is: "Unless you can prove that the product is worth it."
"I have never heard of your company." The subtext is: "I want to know the reputation of your company."
"I want to compare it again." The subtext is: "You convince me, I'll buy it, or I won't buy it."
2. Follow the principle of handling objections.
(1) Prepare in advance-prepare standard answers.
Step 1: Write down the customer objections you encounter every day.
Step 2: Conduct classified statistics, and rank the objections with the highest frequency in front according to the frequency of each objection.
Step 3: Find the appropriate answers by group discussion, and sort out the answers.
Step 4: Memorize.
Step 5: The old salesperson plays the customer, and everyone takes turns to practice the standard language response.
Step 6: Through discussion, modify and improve the deficiencies found in practice.
Step 7: Re-contact the revised reply and finalize it for later use. It's best to print a booklet and send it to everyone for reading at any time, so that you can use it freely and blurt it out.
Scene rehearsal
(2) choose the right time to reply to the objection.
① Answer the customer's objection before it is raised.
It is entirely possible for a salesperson to anticipate the possible objections of customers and deal with them first, and explain them clearly according to the customers' expressions, actions, words and conversation tone.
(2) raise an objection immediately after the answer-deal with the situation immediately.
When the objection raised by the customer is an important issue he cares about.
When you have to deal with these objections before continuing the sales description.
After handling these objections, customers can immediately decide to buy.
(3) Answer after a period of time-temporary silence.
This objection is ambiguous, vague and puzzling.
The opposition is obviously untenable and self-defeating.
Objection is not excusable in a few words.
Objection is beyond the knowledge and ability level of sales staff.
Objection involves deep professional knowledge, and the explanation is not easy for customers to understand immediately.
Admit that you can't answer things that are beyond your authority or that you are really not sure, but make sure that you will find the answer and tell him soon.
When customers ask price questions before fully understanding the characteristics and advantages of products.
Some objections raised by customers can be proved more clearly later.
4 there is no answer.
(3) Arguing with customers is the first taboo in sales.
(4) Leave customers with "face"
(5) Answer objections from an expert's point of view.
3. Handling methods of customer objections: ignoring method, direct refutation method, indirect denial method, compensation method, Taiji method and inquiry method.
4. Handling methods of several common objections
(1) Price Objection
Sometimes, customers complain that your products are too expensive because they have no purchasing power. At this time, don't force it. But more often, customers say that price objections such as "I can't afford it", "I don't want to spend so much money" and "how much is a project" are just excuses. Therefore, you should try to find out the truth about what the customer means.
Most salespeople have the experience that no matter what the price of your product is, someone will always say, "It's too expensive!" " "This is probably the most common excuse that every salesperson has ever encountered.
For this objection, if you don't want to lower the price, you must prove to the other party that the price of your product is reasonable, so as to truly reflect the value of the product. If you are cheaper than your competitors, then you can compare their prices. You can also tell customers: "The price of our project is set by scientific methods. You know, this is the first-class land in this city, and the land cost alone is much more expensive than other lots, not to mention that we have such a perfect supporting system ... "
In addition, a good way to deal with price objections is to decompose and reduce costs, which should be calculated every year, every month or even every day.
(2) Lot objection
Lot theory occupies a mainstream position in the real estate industry, that is to say, many people, including experts, customers and salespeople, think that lots determine the key to the success of the project. Many times, houses in the south are easy to sell, while houses in the north are not easy to sell.
As for the location objection, the solution should be to explain the selling point of the property, tell the customer how the house suits him, and then talk about whether the road is south or north. In fact, the most important thing is what quality of life customers can get. Of course, location theory is also scientific, especially commercial real estate. In addition, for the shortcomings of cross section, we can tap its advantages from another angle. For example, a relatively remote project can illustrate the value of this plate from the perspective of future municipal planning and huge appreciation potential.
(3) Support dissent
For supporting objections, the salesperson should focus on urban planning, give him a beautiful dream about the future development of the region, and it is best to come up with relevant newspaper reports or other explanations.
(4) Environmental objections
When selling a house, customers usually pay attention to their future neighbors, especially their quality and cultural level. In response to these objections, you should focus on changing people's traditional ideas and eliminating their fears.
(5) Quality objection
The quality of a house directly affects the quality of life. The quality of real estate is the most common objection of all customers, such as distrust of developers and anxiety about building quality. In this regard, you should focus on the strength, past performance, standardization of operation and the application of some new technologies and materials.
(6) "I discussed it with my husband (wife)"
This is a typical "perfunctory objection", which is also a kind of evasive word from customers. Perhaps the best way to avoid this objection is to find out who is the real decision maker, or to encourage people present to make their own decisions.
(7) "My friend is also a developer"
For this objection, you can first determine whether this statement is true or a preconceived refusal.
"Are you? It's great to be able to buy things from your friends. Are you good friends who have known each other for many years? " (pause for a moment)
If customers are good at dealing with salespeople, that's another matter. The average customer will say, "Oh, it's been years!"
Or: "You care too much! What does my friend have to do with you? "
Under the above circumstances, you can rest assured. Because you know the other person's opposite opinion, this is undoubtedly an excuse to refuse. At this point, you can say: "It doesn't matter, you can take our melodramatic as a reference. You always have to look at several properties to have a good idea. "
In this way, you can seize the opportunity of negotiation.
Of course, if you believe that customers do have friends engaged in related work, don't be discouraged. You know, he has a desire to buy, and has not formally decided whether to buy a friend's project. You might as well say to him, "Well, are you friends with Miss Zhang from a certain project?" They are also a very successful project (even competitors are not allowed to speak ill of each other, praising others is not only a sign of respecting customers' performance, but also a sign of confidence in their own project). Our two projects have their own advantages. You might as well compare more and see which project is more suitable for you. "
Once the customer says, "OK, let me see", you're done. Next, it depends on your superb sales skills.
Scene rehearsal
Step 8: Not yet finished and fill in the customer data sheet.
1, send the customer out.
(1) Prepare a sales poster and other materials for customers to carefully consider or spread on their behalf.
(2) Inform the customer's contact information and telephone number again, and promise to do voluntary house purchase consultation for them. Pin business cards on posters or apartment books to prevent customers from finding them.
(3) Re-arrange the time for interested customers to see the house.
(4) Send the customer to the door.
(5) Express gratitude to customers.
2. Fill in the customer data sheet
Step 9: Customer tracking
1, check the customer file.
(1) Basic customer information
(2) the general needs of customers
(3) Special requirements of customers
(4) the type of apartment you recommend to customers
(5) Objections left by customers
2. Orbit preparation
(1) Filter customers that need to be tracked and customers that can be tracked.
(2) Determine the order of tracking customers.
(3) Select the tracking method
(3) Clear the purpose of tracking.
(4) Prepare to follow the key points of the negotiation.
3. Telephone interview
(1) Get to the point.
When visiting a customer by phone, the customer answers passively. They don't want to spend more time with you, so you must cut to the chase quickly and briefly raise the topic of this phone call immediately after greeting.
If you want to inform customers of the latest information: "Well, we have a promotion activity now, and we have launched more than a dozen very favorable houses. Are you interested in coming and seeing? "
If you are consulting customers, you should embody the concept of serving customers and put an end to charity. Asking questions is the initial solution to inform customers of problems, which is characterized by: "What do you think ...? "When you tell your customers a preliminary solution, let them make their own decisions. For example, "regarding the house you value, last time you asked us if we could give you an appropriate discount on the price, I have already asked the company for instructions and can give you a 5% discount." Do you think so? "
If you want to "force" the customer: "What do you think of the house you saw last time? A client came today and took a fancy to the house. Because you came first, we asked your opinion first. "
If you want to sell to customers, you should briefly introduce your products on the basis of understanding customers' needs and highlight one or two product advantages that he is most interested in.
(2) Try to shorten the telephone conversation time.
(3) Fill in a complete customer information card.
(4) Precautions for telephone tracing: there must be justified reasons; Track separately and decompose one by one; Don't talk about price on the phone; tracking control
Pay attention to the following points when calling at ordinary times:
(1) Try to avoid making phone calls on Monday, because Monday is the beginning of a week's work, and usually every company is very busy, which is the day that office workers dislike the most.
(2) Adjust the telephone conversation time according to the different occupations of customers. Before the telephone call, we should have a preliminary understanding of the occupations that customers are engaged in, and choose different telephone call times according to the nature of different occupations.
(3) For elderly retired customers, there is generally not much time limit. Most of these customers are at home, so please ask them to leave their home phone number as far as possible, which can be traced before 9: 00 am-165438+ 0: 00 am and 2:00-5:00 pm. Talk more about home on the phone and gradually enter the topic of house.
(4) For customers such as young office workers or private owners, because they spend less time at home. When leaving your phone number, please try to leave your mobile phone number and office phone number. Tracking time should be controlled at10: 00-11:00 in the morning and 4: 00-5: 00 in the afternoon. Because these people are busy at the beginning of work and in the afternoon, they are not interested in talking about other things. So it's not effective to make a phone call these days. We have to contact them in staggered time periods, and it is possible to talk to us about some in-depth content after they have dealt with what they are doing.
(5) For customers who have just started to look at the house, the customer tracking work need not be too tight, and they can call again after two or three days of looking at the house. The content of the phone call is mainly about where I saw it during this period, how to compare it, and whether I value it. At the same time, talk about the situation of this community and let them deepen their impression.
(6) Generally speaking, customers who want to discuss with their families must follow up the next day, mainly asking whether they have talked about the house with their families, whether their families are satisfied, and inviting them out to see the sales situation.
(7) For customers who have a strong intention but want to go back for consideration due to price factors, the follow-up time is two days, and contact them on the grounds of striving for preferential conditions, and explain that the preferential treatment has time limit and quota limit, creating a sense of urgency for him.
(8) Customers who look at houses for others must be tracked the next day. If you leave the phone number of the house keeper, ask him if he has talked to his friends about the house to remind him; If you leave the buyer's phone number, talk to him about his friend's visit to the house, then know his needs in detail and invite him to visit the house.
(9) When making a phone call, politely ask the customer if it is convenient to answer. For example, "hello, Mr. Wang, this is XXX from the sales office." I'll call you at this time, right? "
(10) If the other party has an appointment and happens to be out, or if there are guests, you should politely explain the time to call again and then hang up.