First, the basic telephone etiquette
1, pay attention to the opening words.
Pay attention to your behavior whether you call or answer the phone, which will leave a good impression on the other party. Say "Hello, XX Real Estate" in a clear and pleasant voice. You represent not only your own image, but also the image of the company.
Step 2 keep a good mood
Your mood will also affect the mood on the other end of the phone. Even if the other person can't see you, you can feel it in your tone.
3. Correct posture
During the telephone conversation, keep the correct posture, and don't lie down, eat, smoke or drink tea. This lazy attitude must be stopped. Because your's posture is different, the tone of expression is different, and the other party can feel it.
Step 4 Answer quickly and accurately
There are usually two or three telephones on your desk. When you hear the phone ring, you should pick up the receiver accurately and quickly, preferably within three hours. If there is no one nearby and the phone is far away from you, you should apologize to the other party after receiving the call.
5. Politeness before hanging up
To end a telephone conversation, it should generally be put forward by the caller, then politely say goodbye to the other party, say "goodbye", and then hang up. Don't hang up after you finish.
Second, some skills when talking on the phone.
1, keep a good mood
Your mental state will also affect the mood on the other end of the phone. When making a phone call, the voice should convey a very pleasant feeling, which will naturally become more intimate in the customer's ears, so that every phone call can keep the best texture and help you enter the other party's time and space.
2. Make good use of telephone opening remarks
A good opening remark can make the other person more willing to talk to our real estate agent, so besides "wasting your two minutes", what to say next becomes very important. How to better understand each other's ideas, might as well ask, "There are several very good houses in the neighborhood recently. Are you interested?" And so on.
Step 3 make good use of pauses
What is a pause? When the broker needs the other party to give him a time and place, he can use pause technique. For example, when you ask someone, "Is it convenient for you in the morning or in the afternoon?" After that, pause a little and let the other person answer. Using pause skills well will make the other person feel respected.
4. Use open-ended questions and keep asking questions.
On the one hand, asking questions to customers can prolong the conversation time, and more importantly, it is necessary to understand the real thoughts of customers and help them make judgments. Let's encourage customers to continue with questions such as "ask you a simple question" and "can you please talk more about what you want from the house".
Step 5 reverse immediately
Immediate reversal means doing what the customer says immediately. For example, when a customer says "I am a customer of your company, I might as well continue", I know that you are a good customer of our company, so I am calling this number. 」
6. Say less technical terms
"This house is very scarce. You'd better come and see it as soon as possible, otherwise I can tell you with certainty that it will be decided by others soon." In the conversation, the house is very scarce or cost-effective, which meets the needs of customers. Plus "it's up to you", make the customer willing to give you his precious time. Remember not to talk too much or use too many technical terms to make customers lose interest.
7. Give a choice question and opportunity.
Alternative ways can help the other party to make a choice, but also speed up the other party's house viewing. For example, "come to see the house in the morning or afternoon" and "meet on Wednesday or Thursday" are all alternatives.
8. Prepare for the next opening.
When you want to hang up, you must make an appointment with the client for the next telephone interview. Otherwise, calling customers without knowing them will make them think you are rude. If you must make a phone call, you must first think of a good statement to divert the customer's attention.
1. Real estate intermediary activities are service-oriented in content. Real estate agency is a business activity that provides all kinds of information, consultation, valuation and agency services. The products of this industry are services, and the quality and level of services mark the quality and level of products. In the whole service process, the intermediary agencies neither possess goods nor money, and mainly rely on their own professional knowledge, technology and services to provide intermediary agents and related services for various real estate departments.
2. Real estate intermediary activities are characterized by discontinuity and liquidity. When providing services to customers, real estate intermediaries form the relationship between intermediaries and customers, that is, the relationship between service and service. This relationship is not long-term and fixed, but a contractual relationship reached on a certain matter. Once this service is completed, the original contractual relationship will be dissolved, that is, the entrusted service will be terminated. Then, the real estate agency will establish a new relationship between services and services with other customers. This feature of real estate intermediary service is easy to cause two problems: first, some real estate intermediaries ignore their own responsibilities, and in the process of providing short-term services, with the sole purpose of obtaining commissions, deliberately take deception, misleading and other means to harm the interests of clients; Second, in the case of fierce competition in the intermediary industry, because the intermediary and the client usually lack the possibility of long-term cooperation, the client deliberately harms the interests of the intermediary. For example, the broker town can be "dumped" by both parties to the transaction, resulting in the time and energy invested by it being unable to be compensated, and the developer's breach of contract leads to the broker's commission not being cashed.
3. Real estate intermediary activities have great flexibility. Because there is no fixed connection and relationship between real estate intermediary service institutions and service objects, they are not limited by transaction objects or transaction subjects, so they have great flexibility. In other words, it is not limited by time, place, transaction object and transaction method.
(Source: Baidu Encyclopedia: Real Estate Agency)