(1) answered the phone with a friendly attitude and a friendly voice. Generally take the initiative to say hello to "Zhongfoshan Road Pedestrian Commercial Street, hello!" Then he started talking.
⑵ Usually, customers will ask questions about price, location, area, apartment type and bank mortgage. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate products and rewards.
(3) When talking with customers, try to get the information you want, such as the customer's name, address, telephone number, acceptable price, area, apartment type, product requirements, etc.
(4) directly invite customers to the marketing center to watch the model.
5] Record all inquiries on the customer's call form immediately.
2. Precautions.
(1) Before the sales staff officially take up their posts, they should be systematically trained and speak in unison.
⑵ Understand all the contents of advertisements published by us, carefully study and seriously deal with the problems that customers may involve.
(3) Control the time of answering the phone. Generally speaking, it is advisable to answer the phone in 2-3 minutes.
(4) The adaptation of telephone answering has changed from passive answering to active introduction and inquiry.
5] When inviting a customer, specify the specific time and place, and tell him that you will wait specially.
[6] Organize and summarize customer call information in a timely manner, and fully communicate with the site manager and the imagination division of CUHK.
Process 2: Welcome customers
basic element
(1) When customers enter the door, everyone who sees them should take the initiative to meet them and politely say "Welcome" to remind other salespeople to pay attention.
(2) Sales personnel should immediately come forward to receive warmly.
(3) Help guests pack rain gear and put clothes and hats.
(4) Distinguish the authenticity of customers by greeting them at will, and know the region and the accepted media.
Matters needing attention
(1) Sales personnel should be well dressed and friendly.
(2) Generally, only one customer is received at a time, with no more than two people at most.
(3) If you are not a real customer, you should also pay attention to the cleanliness and personal appearance of the site, so as to leave a good impression on the customer at any time.
(4) Whether the customer decides to buy on the spot or not, send the customer to the door of the marketing center.
Process 3: Introduce the product
basic element
(1) Understand the personal information of customers.
(2) Introduce products naturally and emphatically (focusing on environment, geomantic omen, product functions, general situation of pedestrian street, main building materials, etc.). )
2. Preventive measures
(1) Emphasize the overall advantages of the pedestrian street.
(2) Sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them.
⑶ Correctly grasp the real needs of customers through conversation, and quickly formulate coping strategies accordingly.
(4) When there is more than one customer, pay attention to distinguish decision makers and grasp the relationship between them.
Process 4: Purchase negotiation
basic element
(1) Pour tea, greet customers and guide them to the sales table.
⑵ When the customer does not take the initiative, he should immediately take the initiative to choose a household for tentative introduction.
(3) According to the customer's favorite apartment, on the basis of affirmation, make a more detailed explanation.
(4) Explain customers' doubts and help customers overcome the purchase obstacles one by one.
5] On the basis of the customer's 70% approval, try to persuade him to make a down payment.
[6] Create the scene atmosphere in time and strengthen the desire to buy. ⑺⑻
Matters needing attention
(1) When taking a seat, pay attention to putting the customer in a pleasant and easy-to-control area.
⑵ Prepare personal sales materials and sales tools to meet customers' needs at any time.
⑶ Understand the real needs of customers.
(4) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which household the customer is looking at.
5] Pay attention to judge the sincerity, purchasing power and transaction probability of customers.
[6] The atmosphere should be friendly and the temperature should be well controlled.
(7) The description of the product shall not be exaggerated or fictitious.
If it does not belong to its own authority, it should report to the site manager if it promises.
Process 5: Show the scene.
basic element
(1) Combined with the present situation and surrounding characteristics of the construction site, it is introduced while walking.
⑵ Combine the floor plan with the floor plan, so that customers can truly feel their choice of households.
⑶ Talk as much as possible to attract customers.
Matters needing attention
(1) The route of the exhibition site should be planned in advance, and attention should be paid to cleanliness and safety along the route.
(2) Please ask customers to carry safety helmets and other items with them.
Process 6: There is no transaction yet.
1, basic action
(1) Prepare a sales material and poster for customers to carefully consider or spread on their behalf.
⑵ Inform the customer's contact information and telephone number again, and promise to do voluntary house purchase consultation for them.
(3) Re-arrange the time for interested customers to see the house.
2. Preventive measures
(1) The customers who have clinched or failed to clinch a deal are still customers, and the sales staff should be kind and consistent.
⑵ Analyze the reasons for not closing the case or not closing the case in time and put it on record.
(3) Report to the site manager the reasons for not closing or not closing, and take corresponding remedial measures according to the specific situation.
Process 7: Fill in the customer data sheet.
basic element
(1) Whether the transaction is completed or not, fill in the customer information form immediately after receiving the customer.
⑵ Fill in the contact information and personal information of the guest, the customer's requirements and conditions for the product and the real reason for the transaction or not.
(3) According to the possibility of clinching a deal, fill it out carefully in four levels: promising, promising, average and hopeless, so as to track customers in the future.
Matters needing attention
(1) Customer information should be filled in carefully, and the more detailed the better.
⑵ Customer information is a cornucopia of salespeople, so it should be properly kept.
⑶ The customer grade should be adjusted by stages according to the specific situation.
(4) Every day or every week, the site manager should hold regular working meetings to review the sales situation according to the customer data table and take corresponding measures.
Process 8: Customer Tracking
basic element
(1) During busy hours, contact customers according to customer level and report to the site manager at any time.
(2) For promising and promising customers, we should focus on the sales staff, keep close contact, mobilize all possibilities and try to convince them.
(3) Record each tracking situation in detail for future analysis and judgment.
(4) Whether it is successful in the end or not, politely ask the customer to help introduce the customer.
Matters needing attention
(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.
⑵ Pay attention to the time interval when tracking customers, generally 2-3 days is appropriate.
⑶ Pay attention to the changes of tracking methods: calling, sending messages, visiting at home, inviting to participate in our promotional activities and so on.
(4) When two or more people are in contact with the same customer, they should communicate with each other, unify their positions and coordinate their actions.
Process 9: Complete the transaction
1, basic action
(1) When the customer decides to purchase and pay the deposit, inform the site manager in time.
(2) Congratulations to customers.
(3) According to the specific situation, collect a large deposit or a small deposit from customers, and inform customers to restrain the behavior of buyers and sellers.
(4) Explain the terms and contents of the order in detail.
Fill in the marked price of house sales in the total price.
Fill in the paid-in amount in the deposit column. If the deposit received is a bill, please fill in the details of the bill
If it is a small deposit, agree with the customer on the date and amount of the large deposit and fill it in the order.
The signing date agreed with the customer is recorded in the signing amount and filled in the order.
Discount amount and payment method, or other additional conditions and spaces.
Other contents shall be truthfully filled in according to the order format.
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 for filing with close friends.
(7) Deliver the first copy of the order (subscriber copy) to the customer, and inform the customer to bring the order when filling the order or signing the contract. Being determined to pay the deposit or the date of signing the contract.
Congratulations to the customer again.
⑽ Send the guests to the door of the marketing center.
2. Preventive measures
(1) Work closely with the site manager and other sales staff to create and maintain the atmosphere on site.
⑵ Formal orders are usually in quadruplicate: customized, company, site and accounting. Pay attention to the objects that each joint should grasp.
⑶ It is an effective way to encourage customers to pay a small deposit when they are interested in a facade or a house or decide to buy it but can't bring enough money.
(4) the amount of small deposits is no longer too much, and it can be three or four hundred to several thousand. Its purpose is that customers care about our real estate. 5] The retention date of small deposit is generally limited to 3 days, and the length of time and whether to return it can be decided according to the sales situation.
[6] The down payment is a part of the contract. If either party breaks the contract without reason, it will pay twice as much as the stability. The lower limit of one-time charge is 6,543,800 yuan, accounting for 20% of the Shangxian County Defense Office. In principle, the more the deposit, the better, to ensure that customers finally sign the contract.
(8) The retention date of the deposit is generally limited to 7 days, and the specific situation can be mastered by yourself. But after time, the deposit will be confiscated, and the retained units will be introduced to other customers free of charge.
(9) The time interval between the signing dates of small deposits or large deposits should be as short as possible to prevent various complications.
⑽ Discount or other additional conditions shall be reported to the site manager for approval.
⑾ After the order is filled in, carefully check whether the room type, area, total price and deposit are correct.
⑿ The deposit collected needs to be confirmed.
Process 10: make up the deposit
basic element
(1) Fill in the paid-in supplementary amount in the deposit column.
(2) Cross out the column of agreed replenishment date and replenishment amount.
(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, write a large deposit slip according to the contents of the small deposit slip.
5] Tell the customer in detail all matters needing attention in signing the contract and all kinds of certificates that need to be brought.
[6] Congratulations to the customer and send it to the door of the marketing center.
Matters needing attention
(1) Before the agreed replenishment date, contact the customer next time to confirm the date and get ready.
(2) Check again whether the apartment type, area, total price and deposit are correct after filling in the form.
(3) Report the details to the site manager for the record.
Process 1 1: changing the family.
basic element
(1) In the column of ordering houses, fill in the changed house type, area and total price.
The amount to be filled jumped by thousands. If there is any change, the number of households after the change is the main one.
(3) indicate which household it is in the blank space.
(4) Other contents are the same as the original order.
2. Preventive measures
Check whether the number of households, area, total price, deposit and signing date are correct after filling in.
Take back the original order
Process 12: Signing Contract
1, basic action
Congratulations to the client for choosing our house.
Check the original ID card, and check the qualification of buying a house.
Show the model text of the pre-sale contract of commercial housing and explain the main terms of the contract one by one:
The name and domicile of the transferor;
The location, area and surrounding scope of the real estate;
The nature of land ownership;
The way to obtain the land use right and the term of use;
The nature of real estate planning and use;
The plane layout, structure, construction quality, decoration standards, ancillary facilities and supporting facilities of the house;
The price, payment method and term of real estate transfer;
Date of real estate payment;
Liability for breach of contract;
A way to settle disputes.
Discuss with customers to determine all the contents and make appropriate concessions within the scope of authorization.
Sign the contract, collect the down payment according to the contract, and deduct the paid down payment accordingly.
Take back the order and submit it to the site manager for filing.
Help customers register and get bank loans.
A copy of the contract should be handed over to the customer after registration and filing and bank loan.
Congratulate the customers and see them off at the door.
2. Matters needing attention in real estate sales process-sales process
(1) The text of the model contract shall be prepared in advance.
⑵ Analyze the possible problems 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) When signing the contract, the owner of the house should fill in the specific terms by himself, and must sign and seal it himself.
5] If signing a contract on behalf of others, the power of attorney given by the householder to the agent shall be notarized.
When explaining the terms of the contract, we should pay more attention to the customer's position emotionally and let them have a sense of identity.
Once the contract is signed, it should be submitted to the real estate transaction institution for review in time and reported to the real estate registration institution for the record.
(8) Remember: the transaction is not concluded until it is registered for the record.
(9) After signing the contract, customers should always keep in touch with them to help solve various problems and let them introduce customers.
⑽ If the customer's problem can't be solved and the contract can't be completed, let the customer bring it up first, and then make an appointment in exchange for discounts from both parties.
⑾ Review and sign off in time, and take corresponding measures if there are any problems.
Process 13: Return the account
basic element
⑴ Analyze the reasons for canceling the account, and make clear whether it is possible to cancel the account.
⑵ Report to the site manager or superior supervisor for confirmation, and decide to refund.
(3) Settlement of relevant funds.
(4) Take back the invalid contract and submit it to the company for filing.
You can consult elite real estate for details, hoping to help you.