What should the customer service of real estate do?

If you do this, you can find customers in the first section \ X0d \ X0d \ specific process of real estate sales \ X0d \ 1 Customer Source \ X0d \ X0d \ 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. \ x0d \ x0d \ Most customers make phone calls through advertisements made by developers in newspapers, television and other media, or get project information at exhibitions and promotional activities. If they feel that they meet their requirements, they will take the time to visit the project sales office in person or introduce them through friends. \x0d\\x0d\ Generally speaking, customers who call just want to have a preliminary understanding of the project, and will go to the field if they are interested; And through the introduction of friends to customers, it is that they have more understanding of the project, and basically meet their own requirements, and have a strong purchase intention. \x0d\\x0d\ 2。 Answer hotline \ x0d \ x0d \ 1. Basic actions \x0d\\x0d\ (1) Answer the phone with a friendly attitude and a friendly voice. Usually take the initiative to say hello: "Hello, X X Garden or Apartment", and then start a dialogue. \x0d\\x0d\ (2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers. \x0d\\x0d\ (3) When talking with customers, try to get the information we want: \x0d\\x0d\ First requirement, personal background information such as the customer's name, address and contact number. \x0d\\x0d\ The second requirement is information about the specific requirements of products such as price, area and pattern that customers can accept. \ x0d \ x0d \ Among them, the determination of contact information with customers is the most important. \x0d\\x0d\ (4) The best way is to invite customers to see the house directly. \x0d\\x0d\ (5) Before you hang up, you should say the name of the salesman (if possible, you can leave the salesman's own mobile phone number and pager number for customers to consult at any time), and once again express your hope that customers will come to the sales office to see the house. \x0d\\x0d\ (6) Record the obtained information on the customer's visit form immediately. \ x0d \ \ x0d \ 2。 Precautions \x0d\\x0d\ (1) Pay attention to the company's requirements when answering the phone (the company should conduct training and unify the requirements before the sales staff take up their posts). \x0d\\x0d\ (2) Before the advertisement is released, you should know the content of the advertisement in advance and carefully study how to deal with the problems that customers may involve. \x0d\\x0d\ (3) On the day of advertisement release, there were a lot of telephone calls, and time was precious. So answer the phone in 2 to 3 minutes, not too long. \x0d\\x0d\ (4) When answering the phone, try to change from passive answer to active introduction and inquiry. \x0d\\x0d\ (5) Invite the customer to specify the specific time and place and tell him that you will be special. \x0d\\x0d\ (6) Customer's call information should be sorted and summarized in time, and fully communicated with the site manager and advertising producer. \x0d\\x0d\ (7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interview and introduction. \ x0d \ x0d \ Section 2 On-site reception \ x0d \ x0d \ On-site reception, as the most important link in the sales process, should be paid special attention by the sales staff. All the work in the early stage is to prepare for customers' door-to-door. \x0d\\x0d\ 1。 Welcome customers \ x0d \ x0d \ 1. Basic actions \x0d\\x0d\ (1) When customers enter the door, every salesperson who sees them should take the initiative to say "Welcome" to remind other salespeople. \x0d\\x0d\ (2) The sales staff immediately came forward to receive it warmly. \x0d\\x0d\ (3) Help customers pack rain gear and put clothes and hats. \x0d\\x0d\ (4) Through casual greetings, identify the authenticity of the customer, and know the region where the customer comes from and the media he accepts (from which media he learned about this property). \x0d\\x0d\ (5) Ask the customer if he has contacted other salesmen. If it is a customer of another salesman, please wait for the salesman to receive the customer; If it is not another salesman's customer or the salesman is absent, you should introduce the customer enthusiastically. \ x0d \ \ x0d \ 2。 Precautions \ x0d \ x0d \ (1) Sales staff should be well dressed and friendly. \x0d\\x0d\ (2) Receiving customers or one person, or one master and one helper, limited to two people and no more than three people. \x0d\\x0d\ (3) If it's not a real customer, it's still necessary to provide a document and a concise and warm reception. \x0d\\x0d\ II。 After introducing the project \ x0d \ x0d \ polite greetings, we can make a simple description of the project (such as orientation, building height, configuration, surrounding environment, etc. ) With the help of sand table model, let customers form a general concept of the project. \ x0d \ \ x0d \ 1。 Basic actions \x0d\\x0d\ (1) Exchange business cards, introduce each other and get to know the personal information of customers. \x0d\\x0d\ (2) Introduce products naturally and emphatically (focusing on location, environment, transportation, supporting facilities, house design, 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. \ x0d \ \ x0d \ 2。 Precautions \ x0d \ x0d \ (1) emphasize the overall advantages of this property at this time. \x0d\\x0d\ (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. \x0d\\x0d\ (4) When there is more than one customer, pay attention to distinguish the decision makers and grasp the relationship between them. \x0d\\x0d\ (5) In the process of explaining the vehicle model, you can inquire about customer 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. \x0d\\x0d\ III。 The exhibition site \ x0d \ x0d \ made a basic introduction in the sales office. After visiting the model room, you should show the customers around the project site. \ x0d \ \ x0d \ 1。 Basic actions \x0d\\x0d\ (1) Combined with the present situation of the construction site and the surrounding features, it is introduced while walking. \x0d\\x0d\ (2) According to the room type map, let customers truly feel the apartment type they choose. \x0d\\x0d\ (3) Talk as much as possible so that customers will always be attracted to you. \ x0d \ \ x0d \ 2。 Precautions. \x0d\\x0d\ (1) Look at the route of the construction site and plan it in advance, and pay attention to cleanliness and safety along the way. \x0d\\x0d\ (2) Let the customer take the safety helmet (see the delivery room) and other things with him. \x0d\\x0d\ negotiation in the third quarter \x0d\\x0d\ 1. Preliminary negotiation \ x0d \ x0d \ After visiting the model room and the site, customers can be guided to the negotiation area for preliminary negotiation. \ x0d \ \ x0d \ 1。 Basic action \x0d\\x0d\ (1) Pour tea, guide customers to sit at the sales table, give them project information, and introduce the price and payment method of the project. \x0d\\x0d\ (2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction. \x0d\\x0d\ (3) According to the unit that customers like, make a more detailed explanation on the basis of affirmation. \x0d\\x0d\ (4) According to the customer's requirements, calculate the price, down payment, monthly repayment amount and various related procedures of the floor unit that the customer is satisfied with. \x0d\\x0d\ (5) Explain customers' doubts and help customers overcome the purchase obstacles one by one. \x0d\\x0d\ (6) Create an atmosphere at the scene in time to strengthen their purchasing desire. \x0d\\x0d\ (7) On the basis of the customer's 70% approval of the product, try to persuade him to make a down payment. \ x0d \ \ x0d \ 2。 Precautions \x0d\\x0d\ (1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control. \x0d\\x0d\ (2) Personal sales materials and sales tools should be ready at any time to meet the needs of customers. \x0d\\x0d\ (3) Understand the real needs of customers and their main problems. \x0d\\x0d\ (4) Sales staff 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. \x0d\\x0d\ (5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at. \x0d\\x0d\ (6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers. \x0d\\x0d\ (7) The atmosphere at the site should be natural and friendly, and the temperature should be well controlled. \x0d\\x0d\ (8) The description of the product should not be exaggerated or fictitious. \x0d\\x0d\ (9) Commitments not within the scope of authorization shall be reported to the site manager for approval. \x0d\\x0d\ After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his own 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 the sales situation should not be exaggerated too much). 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. \x0d\\x0d\ II。 No transaction has been concluded \ x0d \ x0d \ 1. Basic action: \x0d\\x0d\ (1) Prepare a sales poster and other materials for customers to carefully consider or spread on their behalf. \x0d\\x0d\ (2) Inform the customer's contact information and telephone number again, and promise to conduct voluntary house purchase consultation for them. \x0d\\x0d\ (3) Re-schedule the house viewing time for interested customers. \x0d\\x0d\ (4) Send the guests to the gate or the elevator. \ x0d \ \ x0d \ 2。 Precautions \x0d\\x0d\ (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. \x0d\\x0d\ (2) Analyze the real reasons for not closing or closing in time and record them. \x0d\\x0d\ (3) Report to the site manager the failure to close the transaction or the reasons for the failure to close the transaction, and take corresponding remedial measures according to the specific situation. \x0d\\x0d\ Section IV, Customer Tracking \ \ x0d \ i. Customer Tracking \x0d\\x0d\ 1. Basic action \x0d\\x0d\ (1) busy and idle, according to customer level. \x0d\\x0d\ (2) For A-and B-level customers, we should focus on the sales staff, keep close contact and try our best to persuade them. \x0d\\x0d\ (3) Make a detailed record of each tracking to facilitate future analysis and judgment. \x0d\\x0d\ (4) Regardless of whether the transaction is concluded in the end, please gently ask the customer to help introduce the customer. \ x0d \ \ x0d \ 2。 Precautions \x0d\\x0d\ (1) When tracking customers, you should pay attention to the choice of topics, and don't give customers the impression that sales are not good and sales are hard. \x0d\\x0d\ (2) Pay attention to the time interval when tracking customers, usually two or three days is appropriate. \x0d\\x0d\ (3) Pay attention to the changes of tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities. \x0d\\x0d\ Section 5 Signing a Contract \x0d\ 1. Closing deposit \ x0d \ x0d \ 1. Basic operation \x0d\\x0d\ (1) When the customer decides to purchase and make a deposit, use the sales control reply to inform the site manager. \x0d\\x0d\ (2) Congratulations to customers. \x0d\\x0d\ (3) Collect a small deposit or a large deposit from the customer according to the specific situation, and inform the customer of the behavioral constraints of the buyer and the seller. \x0d\\x0d\ (4) Explain the terms and contents of the order in detail. \x0d\\x0d\ (5) Collect the deposit and ask the customer, the sales agent and the site manager to sign for confirmation. \x0d\\x0d\ (6) Fill in the purchase order, and send the purchase order together with the deposit to the site manager for collection and archiving. \x0d\\x0d\ (7) Give the first copy of the order (customized copy) to the customer, and inform the customer to bring the order when filling the order or signing the contract. \x0d\\x0d\ (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 needed. \x0d\\x0d\ (9) Congratulations to the customer again. \x0d\\x0d\ (10) escort the guests to the door or the elevator room. \ x0d \ \ x0d \ 2。 Precautions \x0d\\x0d\ (1) Work closely with the site manager and other sales staff. Manufacturing and maintenance site \ x0d \ x0d \ (2) When customers are slightly interested in a certain unit or decide to buy it, but do not have enough funds, it is an effective way to encourage customers to pay a small deposit (above 500 yuan). \x0d\\x0d\ (3) The small deposit amount is not much, and the main purpose is to let customers care about our real estate. \x0d\\x0d\ (4) Deposit (large deposit) is an integral part of the contract. If either party breaches the contract without reason, it shall be compensated according to the down payment. \x0d\\x0d\ (5) The minimum 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. \x0d\\x0d\ (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. \x0d\\x0d\ (7) The time interval between the deposit and the signing date should be as short as possible to avoid various complications. \ x0d \ x0d \ (8) Discounts and other conditions shall be reported to the site manager for approval and filing. \x0d\\x0d\ (9) After the order is completed, carefully check whether the room type, area, total price and deposit are correct. The deposit collected by \x0d\\x0d\ (10) must be collected accurately. \x0d\\x0d\ II。 Deposit replenishment \ x0d \ x0d \ 1. Basic Action \ x0d \ x0d \ (1) Fill in the paid amount in the deposit column. \x0d\\x0d\ (2) Cross out the columns of agreed compensation date and compensation amount. \x0d\\x0d\ (3) Confirm the signing date again, and fill in the signing date and signing fee on the order form. \x0d\\x0d\ (4) In case of re-billing, the large deposit certificate shall be filled in according to the contents of the small deposit certificate. \x0d\\x0d\ (5) Tell the customer in detail all matters needing attention on the signing date and all kinds of certificates needed. \x0d\\x0d\ (6) Congratulate the customer and deliver it to the door or elevator room. \ x0d \ \ x0d \ 2。 Precautions \ x0d \ x0d \ (1) Before the agreed replenishment date, contact the customer again to confirm the date and make it accurate \x0d\\x0d\ (2) After filling in, check again whether the number of households, area, total price and deposit are correct. \x0d\\x0d\ (3) Report the details to the webmaster for the record. \x0d\\x0d\ III。 Change accounts \ x0d \ x0d \ 1. Basic Action \x0d\\x0d\ (1) In the column of ordering houses, fill in the house type, area and total price after changing households. \x0d\\x0d\ (2) If there is any change in the payable amount and signing fee, the account type after the account change shall prevail. \x0d\\x0d\ (3) Indicate which household is changed to which household in the blank. \x0d\\x0d\ (4) Other contents are the same as the original order. \ x0d \ \ x0d \ 2。 After filling in the remarks \x0d\\x0d\ (1), check again whether the number of households, area, total price, deposit and signing date are correct. \x0d\\x0d\ (2) Take back the original order. \x0d\\x0d\ IV。 Sign the contract \ x0d \ x0d \1. Basic Action \x0d\\x0d\ (1) Congratulations to the customer for choosing our house. \x0d\\x0d\ (2) Check the original ID card, and review its house purchasing qualification. \x0d\\x0d\ (3) Show the model text of the pre-sale contract of commercial housing and explain the main terms of the contract one by one: \ x0d \ \ x0d \ a. Name and address of the parties involved in the long-term transfer; \ x0d \ \ x0d \ b. The location, area and surrounding area of the real estate; \ x0d \ x0d \ c Nature of land ownership; \ x0d \ \ x0d \ d. Acquisition method and use period of land use right; \ x0d \ x0d \ e. The nature of real estate planning and use; \ x0d \ x0d \ p. Plane layout, structure, building quality, decoration standards, ancillary facilities and supporting facilities of the house; 7. The price, payment method and time limit of real estate transfer; \ x0d \ \ x0d \ h. Real estate payment date; \ x0d \ \ x0d \ I. Liability for breach of contract; \ x0d \ \ x0d \ j. Dispute settlement. \x0d\\x0d\ (4) Discuss with customers to determine all contents, and make appropriate concessions within the scope of authority. \x0d\\x0d\ (5) Sign the contract, collect the first installment payment according to the contract, and pay the deposit accordingly. \x0d\\x0d\ (6) Take back the order and submit it to the site manager for filing. \x0d\\x0d\ (7) Help customers with registration and bank loans. \x0d\\x0d\ (8) After registering and handling the bank loan, hand over a copy of the contract to the customer. \x0d\\x0d\ (9) Congratulate the customer and see him off at the gate or elevator. \x0d\\x0d\ 2。 Remarks \x0d\\x0d\ (1) The model contract text should be prepared in advance. \x0d\\x0d\ (2) Analyze the problems that may occur when signing the contract in advance, report to the site manager and study the solutions. \x0d\\x0d\ (3) When signing the contract, if the customer has unconvincing problems, report to the site manager or a higher level supervisor. \x0d\\x0d\ (4) It is best for the owner of the house to fill in the specific terms when signing the contract, and it must be signed and sealed by himself. \ \x0d\\x0d\ (5 5) If the contract is signed by others, the power of attorney given by the owner to the agent shall be notarized. \x0d\\x0d\ (6) When explaining the terms of the contract, we should focus on the customer's position emotionally, so that they can have a sense of identity. \x0d\\x0d\ (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. \x0d\\x0d\ (8) After signing the contract, customers should always keep in touch with them to help solve various problems and let them introduce customers. \x0d\\x0d\ (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 discounts from both parties. \x0d\\x0d\ (10) Check the contract signing in time and take corresponding measures if there are any problems. \x0d\\x0d\ 5。 Analyze the reasons for returning the account \ x0d \ x0d \1. Basic operation \x0d\\x0d\ (1) and determine whether it is possible to return the account. \x0d\\x0d\ (2) Report to the site manager or superior supervisor for confirmation, and decide to close the account \x0d\\x0d\ (3) Settle the relevant funds. \x0d\\x0d\ (4) Take back the invalid contract and submit it to the company for filing. \x0d\\x0d\ (5) Business is not in friendship. Send the guests to the door or elevator. \ x0d \ \ x0d \ 2。 Precautions \ x0d \ x0d \ (1) Matters related to fund transfer need to be signed by both parties. \x0d\\x0d\ (2) If the dispute cannot be settled, it can be submitted to an arbitration institution for mediation or a people's court ruling \x0d\\x0d\ Section VI for occupancy \x0d\\x0d\ 1 Materials \ x0d \ x0d \ 1 that customers need to submit when they check in, and 3 copies of the contract. Inspection certificate (ID card or other relevant documents) \ x0d \ x0d \ 4. The balance of the house payment \ x0d \ 5. Property management fee (quarterly or annual), maintenance fund \ x0d \ x0d \ 6. Decoration commitment (optional). 1. House quality inspection certificate \ x0d \ x0d \ 2. Instructions for house use \ x0d \ x0d \ 3. Convention on Property Management (signed by clients and property management companies) \ x0d \ 4. Description of acceptance items \ x0d \ x0d \X0d \ 1. The developer's move-in preparation workflow is completed-the surveying and mapping team accepts-the receipt of quality inspection certificate-the instructions for the use of the house-the move-in notice \ x0d \ x0d \ 2. Customer check-in process \ x0d \ x0d \ The customer goes to the property management company for check-in formalities with the notice of check-in, identification certificate, copy of contract and payment certificate-the developer issues the certificate of house quality inspection. Description of acceptance items (optional) and instructions for use of the house-The customer makes up the total house price-The property management company signs a property management convention with the customer-The charging standard of property management provided by the property management company to the customer-Parking space setting (optional)-The customer pays the property management fee (according to the property) \x0d\ x0d \ Basic process of on-site sales \ x0d \ Process 1: Answer the phone \ Generally take the initiative to say hello to "Zhongfoshan Road Pedestrian Commercial Street, hello!" Then he started talking. \ x0d \ 2 Usually, customers will ask questions about price, location, area, apartment type and bank mortgage. And sales staff should foster strengths and avoid weaknesses, and skillfully integrate products and rewards. \ x0d \ (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 and product requirements. \ x0d \ (4) Invite customers directly to the marketing center to watch the model. \ x0d \ 5] Record all inquiries on the customer telephone form immediately. \x0d\ 2。 Precautions. \ x0d \ (1) Sales personnel should be systematically trained and speak in unison before they formally take up their posts. \ x0d \ (2) We should know all the contents of our advertisements, carefully study and seriously deal with the problems that customers may involve. \ x0d \ (3) Control the time for answering the phone. Generally speaking, 2-3 minutes is appropriate. \ x0d \ (4) The adaptation of telephone answering has changed from passive answering to active introduction and inquiry. \ x0d \ 5] When you invite a customer, you should specify the specific time and place and tell him that you will be waiting. \ x0d \ [6] Customer's call information should be sorted and summarized in time, and fully communicated with the site manager and the imaginative staff of CUHK. \x0d\\x0d\ Process 2: Greeting customers \x0d\ Basic actions \ x0d \ (1) When customers come in, everyone who sees them should take the initiative to say hello and politely say "Welcome" to remind other salespeople to pay attention. \ x0d \ 2 Sales staff should come forward immediately and receive them warmly. \ x0d \ (3) Help guests pack rain gear and put clothes and hats. \ x0d \ (4) Distinguish the authenticity of customers through casual greetings, and know where they come from and the media they accept. \x0d\ Precautions \ x0d \ (1) Sales personnel should be well dressed and friendly. \ x0d \ 2 Generally, only one customer is received at a time, with no more than two people at most. \ x0d \ (3) If you are not a real customer, you should also pay attention to the cleanliness of the venue and personal appearance, so as to leave a good impression on the customer at any time. \ x0d \ (4) Whether the customer decides to buy on the spot or not, send the customer to the door of the marketing center. \x0d\ Process 3: Introduce the product \x0d\ Basic actions \ x0d \ (1) to understand the personal information of customers. \x0d