1: When a broker sees a customer outside the store, he should get up in time to meet the customer. (Pay attention to appearance and smile)
2. When asking questions to customers, brokers should be full of energy and have a loud voice.
Introduce or recommend the basic information of the house accurately and quickly.
3. After introducing the basic situation, politely invite customers to the company for detailed understanding.
4. According to customers' requirements, recommend companies suitable for customers to promote housing and get some basic information of customers in time.
(such as: the customer's purchase purpose, whether it is a decision maker, ability to pay, purchase intention, current living conditions, etc.). ).
If customers are interested in the company's housing, they can arrange to see the house.
If there is no housing that the customer needs for the time being, the salesperson should tell the customer decisively that 1 or he can find such a housing within 2 days.
At this time, please leave your contact number and hand in your business card enthusiastically.
Two: Pairing
1: After receiving the new house, you should immediately start customer matching and select your own customers to delete within half a month.
Requirements:
List of potential customers.
B sort by customer's purchase intention.
C sorted by customer purchasing power
Select major customers.
E called the main customers one by one and agreed to see the house.
Three: telephone appointment
1: Call the customer to inform them of the housing information.
2. Ask the customer if he is at home or has a landline. If so, tell the customer to call his landline.
So as not to waste the other party's mobile phone fee. These details should be considered clearly.
3. Briefly describe the basic information of the house.
4. Agree with the customer on the time and place to see the house. (Note the principle of 1 from 2)
Four: Be prepared before reading.
1: Design the circuit with vision.
2. Design with the questions to be raised in the process. (Reasonably arrange the order of questions)
3. List the advantages and disadvantages of the property.
4. Think about how to minimize the shortcomings of the property and try to find out the problems and solutions that customers may raise.
5. Sort out the relevant information of the property.
Five: How to behave?
1: Vacant rooms must be checked in on time, and real rooms must arrive at the owner's home 30-45 minutes in advance.
Communicate with the owner to lay a good foundation for the smooth completion of the house viewing process.
2. Clear your mind and have a look according to your own house design.
3. Ask the customer about the purpose of buying a house.
4. Ask customers about their living conditions.
5. Communicate with customers, get more customer information, and lay a good foundation for future follow-up work.
6. Praise the customer's work, character, personality and other advantages, and pull into the relationship with customers. Eliminate customers' sense of vigilance.
Six: House infield operation
1: Enter the property and introduce the relevant situation of the house, but remember, don't tell all the advantages of the property to the customer at one go.
Leave two or three advantages to help customers when they find that the property is flawed or deadlocked.
At this time, tell these advantages to customers and let them open their minds.
Always take the initiative.
2. Give customers appropriate free time to look at the house and space for thinking and comparison. (Pay attention to the actions and words of customers)
3. Control the time and don't leave too much room for thinking for customers. Salespeople should grasp the time,
And ask different questions according to different customers to understand their views on the property.
4. Let customers ask questions and express their opinions, and answer customers' questions skillfully and quickly. Recognize the customer's ideas, even if what the customer says is obviously wrong,
Don't contradict the customer, but guide him so that the customer can perceive his problem himself.
Answer customers' questions with rhetorical questions or double negatives.
5. Make a summary for the customer.
Each suite has its advantages and disadvantages, but the key is whether its own needs can accept some of its shortcomings.
Because, for the house, it is a given product. It is impossible to fight back and customize.
So what we can do is to compare its advantages and disadvantages, whether the advantages outweigh the disadvantages or the disadvantages outweigh the advantages.
I can't accept its shortcomings. Consider your own choices and measures. )
6: End the house. Bring customers back to the company or make other agreements.
(note: on the way out of the community, deepen the impression of customers looking at the house. )
Seven: Preparation before the transaction
1: Customers who have already made purchase intentions should bring them back to the company immediately.
2. Once again affirm and praise the customer's vision, and take the time to describe the prospects and benefits of buying this house to the customer in time.
(Enhance customers' desire to buy)
3. When you arrive at the company, please politely ask the customer to take a seat in the meeting room and serve tea as soon as possible.
4. Proactively introduce the general situation of the company and the improvement of after-sales service to customers, improve their trust and eliminate their worries.
5. Confirm the order with the customer. (However, it is not appropriate to act too hastily, but to guide in an orderly manner and step by step)
For example:
"Teacher Chen, is the environment in this community good?" "Good, good, good"
"What do you think of this house?" "Not bad, not bad."
"Are you satisfied with the room type?" "Good, good."
"Is the light good?" "Good, good."
Seize the advantages and favorable conditions of the house, and use affirmative questions to let customers make affirmative answers.
6. Seize the customer's affirmative answer and force the customer to place an order.
For example:
"Mr. Chen, since you are satisfied with this house, can you accept the price of this house?"
Eight: the insured stage
1: Point: Sales personnel have no right to make concessions to customers.
For example:
Customer: "The house price is relatively high, can you lower it?" After all, the traffic around this house is not very convenient. "
Salesman: "well, Mr. Chen, in principle, we have no initiative in the price of the house."
You must discuss it with your boss before I can give you an answer. "You see this line not line, you tell me your limit first?
(Take the initiative to understand the psychological price of customers)
note:
For customers whose counter-offer range is too large, the salesman should keep calm and calm.
Seemingly calm and stable. Never flinch or show an unexpected or nervous expression.
Because, this price is the customer testing the water content of this house.
If the salesman has any inappropriate expression or action at this time, the customer will bargain again.
So at this time, the salesman must answer the customer decisively and simply, and this price is impossible to clinch a deal.
And told the customer that the price higher than his upper limit a few days ago failed to reach a deal.
At the same time, once again use the advantages of the house or other favorable conditions to refuse the temptation of customers.
Take back the negotiation initiative from customers. Then, ask the customer to reposition the price.
2. After getting the customer's second price, the salesman should show reluctance and tell the customer that he can only communicate with the owner first.
When communicating with the owner, avoid communicating in the sight of customers and pay attention to the role of the team.
Invite the store manager or other senior sales staff to help follow up the customer.
Leave the negotiating table to communicate with the owner.
About 3: 15 minutes, I went back to the negotiating table and told the customer that although the owner did not accept his price, he also made some concessions.
Give a price higher than the customer's upper limit and let the customer choose again. And test the customer's price bottom line.
4. At this point, the negotiation may be deadlocked, and the customer may ask for direct negotiation with the owner.
As a salesperson, we should stop it decisively and tell customers the shortcomings of independent bargaining.
If you negotiate the price yourself, when the two sides are deadlocked,
If we don't give in to each other for face or trivial matters, and sometimes even for breath, one party won't buy it.
If one party doesn't sell, there is no room for manoeuvre. It is not easy to find a house that you are satisfied with. Don't lose more than you gain because of these little things.
As a third party, no matter how we negotiate, we represent the interests of both sides. After professional training and a lot of practical experience,
The probability of successful cooperation with our professional quality is definitely much better than the efficiency and effect of your independent negotiation. )
In addition, you can also cite some cases of disputes arising from independent transactions to offset each other's ideas.
At the same time, set a more realistic transaction price with customers.
Then, calm the customer's mood and tell the customer to try to communicate with the owner.
At this point, the negotiation has really entered a critical stage.
Salespeople can really communicate with car owners, talk about prices and bargain.
Nine: Bargaining stage
Principle: find out all kinds of factors that are beneficial to you and guide the owners to reduce the price.
Main methods: 1: market factors
2. Policy implications
3. Few customers
4. Customers have a second choice.
5. The surrounding houses are sufficient, and the cost performance of the same houses is the same.
6. Tell customers that you can make more money by transferring the money.
Bargaining steps 1:
Tell the owner that the company has customers to talk about the price now. We have done a lot of work, and now we have basically reached an agreement.
But there are great differences on the price. I hope you can make some concessions.
The second step of bargaining:
At this time, the owner will protect the market or test the other party's bid. As a salesman, he should use the customer's test method to kill the owner's price greatly. Do a back test and see the reaction of the owner. If the owner is strongly dissatisfied with this price, pay attention to appease the owner's mood.
For example, tell the owner that he has clearly told the customer that this price is impossible to clinch a deal.
Therefore, it is only now that we have negotiated a price acceptable to both parties. At the same time, the owner is required to give a price bottom line.
The third step of bargaining:
After getting the owner's bottom line price, tell the owner that he will negotiate with the customer and communicate with the customer if there is any problem.
Every 10 minutes or so, negotiate with the owner again to determine the final owner's bottom line price.
Ten: the next stage
1: Under normal circumstances, through the above steps, the prices of both parties should be able to reach the transaction price. At this time, the salesman can remind customers whether they can place an order, prepare the relevant written contract and briefly explain the terms of the contract.
2. If the customer is still hesitating at this time, the salesman finally reached an agreement with the owner on the price because he reminded the customer. If you don't place an order now, all your efforts will be in vain in case the owner changes his mind the next day.
3. Some customers will be reluctant to place orders on the pretext of not bringing enough deposit or other reasons. At this time, the salesman should be "anxious for the customer" and tell the customer to pay part of the deposit first and settle the balance the next day.
4. In the process of inducing customers to make decisions, salespeople should pay attention to the cooperation with the team, so as to improve the probability of success.
XI: after-sales service
1: After the customer signs the letter of intent and the order.
Sales staff should ask customers for valid certificates such as ID cards in time, copy them for the record, and prepare materials before the transaction.
2. Inform the loan specialist in time and make a loan plan for the customer.
3. After completing the above steps, simply tell the customer the link of the transaction, the approximate time and the materials needed.
Remind customers to arrange their time reasonably.
4. After the customer signs the letter of intent and the order. Sales staff should contact the owner in time and inform the owner of the sale of the property as soon as possible.
And timely transfer the customer's deposit to the owner to ensure the effectiveness of sales.
During the transaction, the salesman should always keep in touch with customers and owners and do a good job of communication, so that the whole sales process can be successfully completed.
6. What precautions should the owner be informed in advance when taking the customer to see the house?
Answer:
Ask the owner to clean the room in advance and tidy it up, especially the corner of the kitchen and bathroom.
Reorganize things at home. Some old houses are not very neat, giving people a messy feeling.
If possible, paint the house to make it look a little newer, if not all,
Paint the kitchen and other places with serious pollution.
Tell the owner that this will help to sell his house at a more suitable price.
Turn on the power at home and see if there are any damaged light bulbs. And clean the glass of the house.
When customers come to see it, turn on all the lights to make the room very bright.
The balcony must be cleaned up. Don't pile up sundries, otherwise it won't give the guests a good feeling.
Paving a mat at the door gives guests a feeling that the house is well maintained, and they don't just walk in.
Not too many families, just one or two. Don't walk around casually, or customers will think the room is noisy.
Say hello to the neighbors and wait for the guests to see the house.
You can smile when you meet, which makes people feel that the neighborhood is very harmonious.
The landlord should talk as little as possible, don't be too enthusiastic, and pretend that it doesn't matter whether it is sold or not.
Customers can't feel that they are eager to sell.
In addition, tell the owner a house price (not the reserve price) in advance, and answer at this price in case the guest asks.
7. When the customer answers your phone, he doesn't say don't, don't say want, and his attitude is evasive. What should you do at this time?
Answer:
At this time, if possible, if you want to interview the guests, you must first find out the real intention of the customers, whether to give up or consider.
If you give up, be sure to ask the reason for giving up. Is it because of the price or itself? If it's about the price, you can tell him.
There are many houses in the company, and we will recommend several sets of better houses with acceptable prices for his reference.
If it is your own reason, you should make a gesture of understanding the guests and leave your phone number to the guests.
Tell him politely and hope to have the opportunity to serve him again. And make some contact with customers at an appropriate time.
If the guest is considering it, find out the reason, prescribe the right medicine and help the customer solve the existing problems.
Be gentle, and don't show a questioning or inquiring tone. Try our best to make our guests feel our sincerity.
8. What if the customer starts to regret after placing the order and strongly demands a return?
Answer:
Do not agree with the practice of the guests, according to the contract. Find out the reason why the guests regret, and point out the unreasonable part of the reason.
At the same time, inform the customer of the default liability for returning the order if the transaction is cancelled.
For example, if a guest thinks the price is high, he will point out the rationality of the house price. This price was reached through numerous negotiations.
Don't be fooled by the chaotic prices in the market. The same house will also cause price differences due to problems such as orientation and floor.
There is no comparability. If we cancel the order now, it will be a violation of the agreement, and it seems that our service is still lacking.
But in fact, the liability for breach of contract is not caused by the broker.
Ask the customer to cancel the order in a patient tone and attitude, and don't confront the customer verbally, lest the customer become angry from embarrassment.
The tone should be calm, but the position of not returning the order should be firm.
9. What if you meet competitors in the same industry and face the same customer or homeowner at the same time?
Answer:
Say hello politely, let them speak first, and then take the initiative. Smile and tell customers that our colleagues have introduced you a lot just now.
I believe you have a certain understanding. Please allow me to introduce our company's housing, and you can make an effective comparison with your professional eyes.
See if our quotation is reasonable, whether the housing meets your requirements and whether there is room for improvement.
In this process, don't belittle your opponent and his company, just introduce your company's service, scale and characteristics.
In the process of introduction, praise the customer when appropriate. We don't cry roast meat, we just try our best to serve you.
If you are not satisfied with this house, you can tell me your exact requirements.
We will carefully select one or two better ones that meet your requirements, saving your time in looking at the house.
Save you running back and forth. It is best to impress customers with your sincerity.