(A) the source channels of customers
If you want to sell the house, you must first find effective customers. There are many sources of customers, such as telephone consultation, real estate exhibition, on-site reception, promotional activities, home visits, friend introductions, etc.
Most customers make phone calls through advertisements made by developers in newspapers, television and other media, or get project information in exhibitions and promotional activities. If they feel that they meet their requirements, they will take time to visit the project sales office in person or introduce them through friends.
Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will come to visit the site; And the customers introduced by friends have a better understanding of the project, and the copies meet their own requirements and have a strong purchase intention.
(2) Answer the hotline.
1. Basic operation
(1) Answer the phone in a friendly manner and with a friendly voice. Usually take the initiative to say hello: "Hello, X X Garden or Apartment", and then start a dialogue.
(2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. on the phone. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers.
(3) When talking with customers, try to get the information we want: First, personal background information such as the customer's name, address and contact number; The second requirement is the information about the specific requirements of products such as price, area and pattern that customers can accept. Among them, the determination of contact information with customers is the most important.
(4) The best way is to invite customers to see the house directly.
(5) Give the name of the salesman before you hang up (if possible, you can leave the salesman's own mobile phone number and pager number for the customer to consult at any time), and once again express the hope that the customer will come to the sales office to see the house.
(6) Record the obtained information on the customer visit form immediately.
2. Preventive measures
(1) When answering the phone, pay attention to the company's requirements (before the sales staff take up their posts, the company should conduct training and unify the requirements).
(2) Before the advertisement is released, you should know the contents of the advertisement in advance and carefully study how to deal with the problems that customers may involve.
(3) On the day of the advertisement, there are many telephone calls, and time is precious. So answer the phone in 2 to 3 minutes, not too long.
(4) When answering the phone, try to change from passive answer to active introduction and inquiry.
(5) Invite the customer to specify a specific time and place and tell him that you will be special.
(6) To sort out and summarize the customer's call information in time, and fully communicate with the site manager and advertisement producer.
(7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interviews and introductions.
Second, on-site reception
(1) Meeting customers
1. Basic operation
(1) When a customer enters the door, every salesperson who sees it should take the initiative to say "Welcome" to remind other salespeople to pay attention.
(2) The sales staff immediately came forward to give a warm reception.
(3) Help customers pack rain gear and put clothes and hats.
(4) through casual greetings, identify the authenticity of customers, understand the region where customers come from and the media they accept (from which media they learned about the real estate).
(5) Ask whether the customer has contacted other salesmen. If he is a customer of another salesman, please wait a moment and be received by the salesman; If it is not another salesman's customer or the salesman is absent, introduce the customer enthusiastically.
2. Preventive measures
(1) Sales personnel should be well dressed and friendly.
(2) reception of customers or one person, or one master and one helper, limited to two people, no more than three people.
(3) If it is not a real customer, it is still necessary to provide a document for a concise and warm reception.
(2) Introduce the project
After polite greetings, you can give a brief description of the project (such as orientation, building height, configuration, surrounding environment, etc.). ) Use the sand table model to let customers form a general concept of the project.
1. Basic operation
(1) Exchange business cards, introduce each other, and learn about customers' personal information.
(2) Introduce products naturally and emphatically (mainly describe lots, environment, transportation, supporting facilities, building facilities, main building materials, etc.). ) According to the sales line planned by the sales site and with the sales props such as light boxes, models and model rooms.
2. Preventive measures
(1) At this time, the overall advantages of this property were emphasized.
(2) sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them.
(3) Correctly grasp the real needs of customers through conversation, and quickly formulate their own coping strategies accordingly.
(4) When there is more than one customer, pay attention to distinguish the decision makers and grasp the relationship between them.
(5) In the process of explaining the vehicle model, you can inquire about the customer's needs (such as area, purchase intention, etc. After explaining the model, you can invite him to visit the model room. In the process of visiting the model room, the sales staff should make some auxiliary introductions around the advantages of the project to cater to customers' preferences.
(3) Show the scene
In the sales office made a basic introduction, visited the model room, to lead customers to visit the project site.
1. Basic operation
(1) Combined with the present situation and surrounding features of the construction site, it is introduced while walking.
(2) According to the room plan, let customers feel the tenants they choose.
(3) Talk as much as possible, so that customers will always be attracted to you.
2. Preventive measures
(1) The route of the exhibition site should be planned in advance, and attention should be paid to cleanliness and safety along the way.
(2) Require customers to carry safety helmet (see delivery room) and other items.
Third, negotiation.
(1) Preliminary negotiation
After the model room and site visit, customers can be guided to the negotiation area for preliminary negotiation.
1. Basic operation
(1) pour tea, guide customers to the sales table, give them project information, and introduce the price and payment method of the project.
(2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction.
(3) According to the units that customers like, on the basis of affirmation, make a more detailed explanation.
(4) According to the customer's requirements, calculate the price, down payment, monthly repayment and various related procedures of the floor unit that the customer is satisfied with.
(5) Explain customers' doubts and help customers overcome the purchase obstacles one by one.
(6) Create the scene atmosphere in time and strengthen their purchasing desire.
(7) On the basis of the customer's 70% approval of the product, try to persuade him to make a down payment.
2. Preventive measures
(1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control.
(2) To prepare personal sales materials and sales tools to meet the needs of customers at any time.
(3) Understand the real needs of customers and the main problems of customers.
(4) Sales personnel should avoid providing too many choices when providing customers with the choice of apartment type and floor according to the sales situation. According to the customer's intention, two or three floors are generally provided.
(5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at.
(6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers.
(7) The atmosphere should be natural and friendly, and the temperature should be well controlled.
(8) The description of the product should not contain exaggerated or fictitious elements.
(9) Commitments not within the scope of authorization shall be reported to the site manager for approval.
After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his contact information (it is best to ask the customer when it is convenient to contact) and express the hope that a decision can be made as soon as possible (the expression should not be too straightforward, and it is strictly forbidden to exaggerate the sales situation). Finally, they should be sent out to say goodbye.
Individual customers with strong intentions can take the form of collecting a small deposit, and declare to them that their favorite company can keep it for them (the retention time should not exceed 3 days), which will help customers make a purchase decision earlier. The timing of this way is determined by the sales staff according to the on-site situation.
(2) No transaction has been reached.
1. Basic operation:
(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 conduct voluntary house purchase consultation for them.
(3) Re-arrange the viewing time for interested customers.
(4) Send the guests to the door or the elevator.
2. Preventive measures
(1) Customers who haven't made a deal or haven't made a deal are still customers, and the sales staff should be kind and consistent.
(2) timely analysis of the real reasons for not closing or not closing, and put it on record.
(3) Report to the site manager the unfinished transaction or the reasons for the unfinished transaction, and take corresponding remedial measures according to the specific situation.
Fourth, customer tracking.
1. Basic operation
(1) In case of busy interval, contact customers according to customer level and report orally to the site manager at any time.
(2) For A-and B-level customers, the sales staff should be listed as the key targets, keep close contact and try their best to convince them.
(3) Record each tracking situation in detail for future analysis and judgment.
(4) Regardless of whether the transaction is concluded in the end, please tactfully ask the customer to help introduce the customer.
2. Preventive measures
(1) When tracking customers, we should pay attention to the choice of topics, and don't give customers the impression that sales are not good and sales are hard.
(2) Pay attention to the time interval when tracking customers, generally two or three days is appropriate.
(3) Pay attention to the changes in tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities.
Verb (abbreviation for verb) sign a contract
(1) Complete the transaction and receive the deposit.
1. Basic operation
(1) When the customer decides to buy and pay the deposit, he will tell the site manager with the sales control response.
(2) Congratulations to customers.
(3) according to the specific situation, collect small or large deposits from customers and inform customers of the behavioral constraints of buyers and sellers.
(4) Explain the terms and contents of the order in detail.
(5) Collect the deposit and ask the customer, sales agent and site manager to sign for confirmation.
(6) Fill in the order form and send it to the site manager together with the deposit for the record.
(7) Deliver the first copy of the order (customized copy) to the customer for signing, and inform the customer to bring the order when filling the order or signing the contract.
(8) Determine the date of paying the deposit or signing the contract, and inform the customer in detail of all matters needing attention and all kinds of certificates that need to be brought together.
(9) Congratulations to the customer again.
(10) escort the guests to the door or the elevator room.
2. Preventive measures
(1) Work closely with the site manager and other sales staff. Make and maintain websites.
(2) When customers are slightly interested in a certain unit or decide to buy it, but the funds are insufficient, it is an effective way to encourage customers to pay a small deposit (above 500 yuan).
(3) The amount of small deposit is small, and its main purpose is to make customers care about our property.
(4) The deposit (large deposit) is a part of the contract. If either party breaches the contract without reason, it shall be compensated according to the deposit.
(5) The lower limit of the deposit amount is 6,543.8+0,000 yuan, and the upper limit is 20% of the total house price. The purpose is to ensure that the customer finally signs the contract.
(6) The retention date of the deposit is generally limited to 3-7 days. After that, the deposit will be confiscated and the retained units will be introduced to other customers free of charge.
(7) The time interval between the deposit and the signing date should be as short as possible to avoid various complications.
(8) Discounts and other conditions shall be reported to the site manager for approval.
(9) After the order is completed, carefully check whether the room type, area, total price and deposit are correct.
(10) The deposit collected must be collected accurately.
(2) make up the deposit
1. Basic operation
(1) Fill in the paid supplementary amount in the down payment column.
(2) Cross out the agreed replenishment date and the amount to be replenished.
(3) Confirm the signing date again, and fill in the signing date and signing fee on the order form.
(4) If the bill is re-billed, the large deposit certificate shall be filled in according to the contents of the small deposit certificate.
(5) Tell the customer in detail all matters needing attention of the signing date and all kinds of certificates needed.
(6) Congratulate the customer and send it to the gate or elevator room.
2. Preventive measures
(1) Before the agreed replenishment date, contact the customer again to confirm the date, so as to be accurate.
(2) After completion, check again whether the number of households, area, total price and deposit are correct.
(3) Report the details to the site manager for the record.
(3) Changing the family
1. Basic operation
(1) In the column of ordered houses, fill in the room type, area and total price after the house change.
(2) If there is any change in the compensation amount and signing fee, the number of households after the household change shall be the main one.
(3) indicate which household is changed to which household in the blank space.
(4) Other contents are the same as the original order.
2. Preventive measures
(1) After filling in, check again whether the number of households, area, total price, deposit and signing date are correct.
(2) Take back the original order.
(4) Signing contracts
1. Basic operation
(1) Congratulations to customers for choosing our house.
(2) Check the original ID card, and review its purchase qualification.
(3) Show the model text of the pre-sale contract of commercial housing, and explain the main terms of the contract one by one:
A. the name and domicile of the long-term transferee;
B. the location, area and surrounding area of the real estate;
C. the nature of land ownership;
D. acquisition method and use period of land use right;
E. the nature of real estate planning and use;
The plane layout, structure, building quality, decoration standards, ancillary facilities and supporting facilities of the house;
G. Price, payment method and time limit of real estate transfer;
H. date of real estate payment;
1. Liability for breach of contract;
J. methods of dispute settlement.
(4) Discuss and determine all contents with customers, and make appropriate concessions within the scope of authority.
(5) Sign the contract, collect the first installment payment according to the contract, and pay the down payment accordingly.
(6) Take back the order and submit it to the site manager for the record.
(7) Help customers apply for registration and bank loans.
(8) After the bank loan is registered and put on record, a copy of the contract shall be given to the customer.
(9) Congratulate customers outside the gate or in the elevator room and see them off.
2. Preventive measures
(1) Prepare the model contract text in advance.
(2) Analyze the problems that may occur when signing the contract in advance, report to the site manager and study the solutions.
(3) When signing the contract, if the customer has unconvincing problems, report to the site manager or a higher level supervisor.
(4) It is best for the house owner to fill in the specific terms when signing the contract, and it must be signed and sealed by himself.
(5) The contract was signed by others, and the power of attorney given by the householder to the agent had better be notarized.
(6) When interpreting the terms of the contract, we should focus on the customer's position emotionally, so that they can have a sense of identity.
(7) After the contract is signed, it shall be submitted to the real estate transaction management institution for review in time, and reported to the real estate registration institution for registration.
(8) After signing the contract, customers should always keep in touch with them to help solve various problems and let them introduce customers.
(9) If the customer's problem can't be solved and the contract can't be completed, please ask the customer to return the goods first and make an appointment in exchange for a discount from both parties.
(10) Check the contract signing in time and take corresponding measures if there are any problems.
(5) Cancel the account
1. Basic operation
(1) Analyze the reasons for account cancellation, and determine whether it is possible to cancel the account.
(2) Report to the site manager or superior supervisor for confirmation and decide to cancel the account.
(3) Settlement of relevant funds.
(4) Take back the invalid contract and submit it to the company for filing.
(5) business is not friendship, seeing off guests outside the gate or in the elevator.
2. Preventive measures
(1) Matters related to fund transfer need to be signed by both parties for confirmation.
(2) If the dispute cannot be settled, it may be submitted to an arbitration institution for mediation or a people's court for adjudication.
Sixth, check in
(a) Information required by the customer for check-in procedures.
1. copy of the contract
2. Proof of house payment (receipt or invoice)
3. Inspection certificate (ID card or other relevant documents)
4. Pay the remaining house price
5 property management fees (quarterly or annual) and public maintenance funds.
6. Decoration commitment (optional) and parking space rent (optional)
(2) Information to be submitted by the developer when he moves in:
1. house quality inspection certificate
2. Instructions for use of the house
3. Property management convention (signed by clients and property management companies)
4. Description of acceptance project
5. Property management fee provided by the property
(3) Process
1. Complete the developer's move-in preparation process-acceptance by surveying and mapping team-receipt of quality inspection certificate-house use instructions and move-in notice.
2. Customer's check-in process: the customer goes to the property management company with the check-in notice, identity certificate, copy of contract and payment voucher-the developer issues the house quality inspection certificate, the acceptance project description (optional) and the house use manual-the customer makes up the total house payment-the property management company signs a property management convention with the customer-the property management company provides the customer with the property management charging standard-and sets up a parking space (optional). —— The customer pays the property management fee (quarterly or yearly according to the requirements of the property management company), public maintenance fund, parking space rent (optional) and renovation commitment (optional) —— and receives the keys of the purchased house.
If you want to be a real estate sales expert, you should transfer from the city.
First of all, the intermediary of 100 in the market, holding a recording pen during the day, stepping on a plate, asking questions, enjoying the process of "placing an order by force", playing back the recording at home, refining the text, making classification, continuing to make market adjustments with new problems the next day, learning from experts in the same industry at any time, and packing quickly.
In the evening, we need to collect real estate sales words and explore new channels online, aiming at the keyword 100. In addition, we need to collect the big V stories of real estate sales, draw the essence from the cases and enrich our sales methods.
I would like to remind you that we should pay special attention to the long-term, medium-term and near-term price trend of real estate, the five-year price trend of surrounding real estate and the positive impact brought by relevant national policies. We must find strong arguments to support our selling houses online, including comments from well-known developers and well-known academic researchers, and ask celebrities to endorse our sales. These are the contents of market research.
In addition, the market tone also includes the "online listing tone". If you have time, you can call your peers more often, which will not only help you understand and learn the telemarketing skills of competitors, but also be a successful "stepping on the spot" and master the advantages and disadvantages of "competing products".
For general commodities, sales capacity can account for 50% of the billing ratio, while for bulk commodities, sales capacity can only account for 20% of the billing ratio. Real estate is different from other products, including location, price, positioning, appearance, plane layout, surrounding facilities, landscaping, feng shui, developer reputation and other factors. Consumers appreciate or criticize a lot of hardware. It is really not by selling a few words that the buyer's concept can be changed immediately.
Therefore, it is a crucial step to choose what kind of real estate to sell. If the product is not selected well, everything will be in vain.
Be a champion-level "stepping on the market".
The first benefit: understand the quality of local best-selling real estate, including positioning, price, location, apartment type, selling point, appearance, landscaping, apartment type and surrounding facilities, and make a summary to lay the foundation for choosing to join the company.
The second benefit: increase the amount of speech. When we communicate with customers, we know the local real estate like the back of our hand. Whether the customer is investing or living, we can give directions. Talking about it in Kan Kan is of great benefit to increasing the trust of customers and shaping the image of real estate experts. If these are all profit-driven, there must be many points.
Customers are unfamiliar with you and have no trust. He is afraid of losing money. This is human nature and there is no way to change it. Human nature is unconquerable and unchangeable. Can only satisfy human nature. The specific method is as follows:
First, tap customer needs.
Determine the key words, grade, location, price, apartment type and area of the customer's housing demand? Are there any special requirements? Linhai, mountainous area or urban area? After confirmation, find several suitable buildings to recommend.
Two, regularly send real estate industry analysis data to customers.
Get customer information in the early stage, and start to give customers industry information such as Hainan real estate introduction, sales situation, price trend expectation of Hainan real estate market on a regular basis, and make full use of professional knowledge and customer relationship. It is very important to make it clear to customers first that the fees charged by our intermediary have nothing to do with customers, but only with developers. Why should we emphasize this point repeatedly? There is analysis later.
Third, make full use of "selling products is selling stories" and prepare various real estate-related stories.
I will tell you this point 1000 times in the future, hehe, and I will share it with you later. Of course, when we sell a house, we must sell stories first. Before customers see the house, they must be clear about the level of agency fees for each property. If the agency fee is high, try your best to analyze for the customer. For example, telling a good story, good feng shui, good location and great appreciation space.
I can only apologize if the agency fee is low. Tell some stories behind real estate. When driving past a real estate, you pointed to the real estate and began to tell them "the ghost story of the real estate", saying that the market once rumored that the real estate was haunted, that some people died during the construction of the real estate, and that the feng shui of the real estate was not good.
After listening to these stories, who dares to challenge such property with bloody disasters? That's impossible. Even if he asks the sales office, who will admit it? Will the customer have a shadow after listening to it? Who will buy this house again? This is in the establishment of their own local real estate information authority, after telling a few stories, what will customers think of us? Will their hearts have been anchored by our major?
To prepare the real estate story in advance, we should practice the sales speech accurately and ask 20 questions ourselves. According to experience, customers' questions will generally focus on less than 20 questions, so you should concentrate on tempering the answers to these 20 questions. After tempering, read aloud to the mirror repeatedly and repeat it affectionately! Hehe, if you find something wrong in actual combat in the future, continue to do a good job of tempering. The advantage of this is to provide more professional advice for customers to buy a house, and enhance customer stickiness and trust.
The customer relationship we have established through the Internet is unlikely to be thorough in a short time. The core of sales is to make money with professional knowledge. Occupation is not written on the face, but invisible words and deeds. Most customers are not locals, so you should analyze the advantages of some local real estate projects.
For example, if celebrities get together and stars get together, will customers envy them after listening? Fully understand the situation of customers. If you come from Hebei, you can say that northerners buy more. If you are from the south, tell him that southerners buy more. Customers will naturally feel more cordial and humane when they hear about local people. I also told customers that many movies and TV series were filmed here, and this property was approved by XXX experts in the industry. For details, please check online.
Fourth, impress customers with the professional knowledge of real estate geomantic omen.
If you can be familiar with and skillfully use some geomantic knowledge, he will think that you are very professional, pointing to the serious injury of the real estate, and then you will become a crutch for customers, or a higher-level consultant, and customers can no longer live without you.
It is absolutely practical to use wind and water in words, and it can kill competitors with one hand. We applied a lot of geomantic knowledge to explain various buildings in Hainan. Can customers still leave you?
Haha, now, you are their real estate expert! Because they can abandon you if they choose real estate, what about the apartment? Pick a direction? Hehe, there are experts, they will definitely follow us!
The first point of the real estate sales speech: put the most important selling point in front.
According to sales psychology's theory of first cause effect, the selling points first introduced to customers will get the most effective effect and be deeply impressed. Therefore, the most obvious selling point of real estate should be put in front.
The second point of real estate sales skills and words: to form the trust psychology of customers
Only trust can be accepted, and trust is the basis of real estate sales skills. Trust can be divided into trust in real estate and trust in people, and both cannot be neglected. Everyone should learn some skills on how to prove the sales of products.
Real estate sales skills and words point three: listen carefully.
Don't talk about customers as soon as you see them. Listen to them first, understand their thoughts, especially learn to ask sales questions and open their hearts, and then know what to say.
The fourth point of the real estate sales speech: say what you see.
Although they all buy houses, the motives and concerns of customers are different. People who live in houses pay attention to comfort, investors pay attention to appreciation, and people who buy for their children pay attention to the educational environment. Don't copy the prescribed real estate sales methods and see what others say.
The fifth point of real estate sales skills and words: believe in your own house.
Every house has its advantages and disadvantages. You must not distrust your own house because of its shortcomings. If you don't trust your house, your confidence will be insufficient and customers will notice. Treat the house as your own child, and the child will always be your best. With this kind of mood, you will do well. This is an important real estate sales skill.
The sixth essentials of real estate sales skills and words: learn to describe life.
Many salespeople are used to introducing real estate in a dry way, such as what, how big and how big the area is, so it is difficult to stimulate customers' enthusiasm for buying. It is necessary to use the sales skills of image description to draw a wonderful scene of the customer's stay in the customer's mind and let the customer be infected.
The Seventh Essentials of Real Estate Sales Skills and Words: Make Good Use of Numbers
Although the numbers are dry, they have a convincing magical effect. Memorize all kinds of data of real estate and introduce them to customers casually, which can not only make customers believe in your real estate, but also make customers believe that you are professional. This is not inconsistent with the final real estate sales skills.
The eighth essentials of real estate sales skills and words: have a bright ending.
Put the most important thing at the beginning, but don't ignore the end. Can't anticlimactic, because there is also recency effect, what customers finally hear will be deeply moved. You can put some unimportant things in the middle and leave some bright spots at the end, which will suddenly make customers full of fragrance and excitement. After your introduction, customers should have the passion to buy. Real estate sales skills and words are like writing an article, which should have a crown, a belly and a tail.
I have been doing research on sales and entrepreneurship for many years, and I have also done a lot of practice. Once you master these skills, your grades will soar 10 times! Whether it's a veteran in the mall for many years or a newborn calf just entering the workplace, it's definitely worth seeing! I think the reason why most people can't do well is the lack of a complete system.
It will be helpful for you to know more about parchment and "teasing Jide" sales cheats.