Property consultant training: customer tracking skills
The first part tracks the customer's preparation.
First-time customers are unlikely to decide to buy immediately. After sending the customer away, you should immediately start to find ways to pull him (her) back and finally facilitate the transaction. But we often encounter such a situation-
"Hello, Mr. Wang, this is Miss Yang!" "Well, which Miss Yang?" "You don't remember me, I'm Miss Yang!" "Which Miss Yang?" It's Miss Yang from * * Garden. You were here a few days ago! "oh! What can I do for you? " It can be said that your tracking method is not successful, and all your sales promotion to visiting customers may stop here, and all your previous work will be scrapped. What should you do?
work
(1) Check the reception summary again.
(2) Develop strategies to approach potential buyers.
(3) Avoid making big mistakes.
(4) Grasp all possible potential factors.
Matters needing attention
Undeniably, the preparation work of most salespeople is not perfect, and they often ignore the most critical factors that help or hinder the transaction. A successful salesperson has a huge monthly turnover and a very generous bonus. The main reason is that he has mastered almost all the factors that can make him successful-he did make preparations in the early stage, starting from the time he received the first consultation call!
(1) Be familiar with the situation of potential buyers.
When the potential buyer is an individual
A name: one is written well, and the other is read correctly. If something goes wrong, it will cause losses, and "Zhu Rui" must not become "Zhu Nei" or even "pork".
B Age: Old people must be respected, and young and successful upstarts also want to be highly recognized.
C cultural level: people with high academic qualifications often like others to be smart, and they can be proud of getting important positions by self-study. But when you talk to an upstart who doesn't understand baskets, can he understand?
D place of residence: it may reflect the social status, circle of friends and even family background of potential buyers.
Does e really need our house? He may just come to have a look.
Affordability: It is irrational and foolish to sell a luxury villa to someone who can only afford a cheap apartment.
G has the right to decide whether to buy: who helped him pay the bill? Does he need to show it to others?
H family status: the opinions of family members play a great role in major purchasing actors.
I think the most suitable time: it is the time to really talk about the house.
J personal taboo: "I like you and hate the stench of horse urine!" " Topics such as "K occupation:" My second brother is also a taxi driver "are easy to narrow the distance and clear the gap.
Special experiences and personal hobbies: this is often his most vulnerable weakness, but for those things that can be distinguished at a glance, we should be extra careful. The correct way is to pretend to show his similar views unintentionally, and the effect is often more obvious when using the "last blow" unless the other party especially likes to show off.
(2) Determine the skills of tracking potential buyers.
Develop principles for tracking potential buyers' skills
Grasp the sensitive issues of potential buyers.
B. Try to make the buyer feel serious.
C. make potential buyers feel comfortable and comfortable.
Try to get the buyer back to the sales office.
② Correct selection of tracking time.
By the way, when you ask a customer to fill out a customer registration form, many people will reply immediately. You should contact this customer as soon as possible, pay attention to the professional habits and living habits of different customers, and let customers really have time and be interested in listening to your every word.
Generally speaking, you should call the potential buyer within 2 days. Too early may make people feel too anxious; It's too late. He may have lost his impression of you and your property.
Call at the time specified by the customer, but sometimes when the buyer is busy, the customer will ask, "Look, can I call you back in half an hour?" When you get a reply, you should do it. Don't say half a sentence of nonsense at this time, so as not to cause disgust.
Maybe the buyer's professional habits have a lot to do with the call time, so avoid the time when he is most tired or busy, resting or not at the phone at all. For example:
Middle and lower managers in enterprises: only lunch and dinner really have time.
Business owner: I am too busy in the morning and rest at noon. I have something to do in the afternoon, just one hour before dinner.
People who have nightlife habits: rest in the morning, have lunch at noon to sort out personal affairs, and are busy with oral and abdominal disputes at night. Around 3 pm is more suitable.
Housewife: There are basically no taboos after 8: 30 in the evening.
Government functionaries: Very busy in the morning. /kloc-prepare to cook after 0/6: 00, and be free as soon as you go to work in the afternoon. At this time, he is making tea, eager to find someone to chat with.
Section 2 How to Track Customers
Customer tracking has three purposes: to attract their attention; Stimulate their interest; Create conditions for a smooth transition to the next formal promotion. Each salesperson's life experience and personality characteristics are different, and different customers will have different acceptance methods. The customer tracking skills that can be used are also ever-changing. The following are roughly explained from the aspects of tracking means and tracking objects, but various skills are not independent, and in most cases, it is rare to hit at once. Only by combining many of them can we achieve satisfactory results.
General skills
(1) Introduce yourself.
If the salesperson's self-introduction is hypocritical and procrastinating, the customer will be impatient. The correct way is to use your house to open the way, customers are not interested in you personally, and the goods you want to pursue are only your house.
(2) Appropriate praise
Comments on outstanding potential buyers are helpful to create a good conversation atmosphere.
(3) point out the benefits
Point out the purchase motivation directly to the customer and guide him to think about the benefits of your house.
(4) Stimulate curiosity
"You said the master room smaller? Then I have a good idea. Why don't you come to the scene another day and I'll explain it to you in detail? " This can generally arouse the curiosity of customers, but your "good idea" must be truly established or self-evident, otherwise it will be worthless or customers will simply think that you are lying to him.
5] cause panic
Response inspiration combines hypothesis and logical thinking, and puts forward some opposite ideas for potential buyers who are not good at and unwilling to take our suggestions seriously, thus breaking their psychological defense system and attracting their attention and interest.
Show concern
Few people want to hear "Have you eaten yet? How's business? " And the phrase "I was thinking about you all last night" is enough to show respect and concern for customers.
A circuitous attack
"Where should we put the swimming pool in our community?" "What size customer-only bus should I buy?" Asking a question about some well-known advantages is helpful to cultivate the sense of identity of potential buyers.
blunt
For customers' worries and dissatisfaction, you can use some clever questions to explain your views directly to customers. "What do you think of nearby buildings which apartment is more suitable for you? Which property price is more suitable for you? " Ask potential buyers about their main purchasing motives as much as possible, induce them to tell the most valuable information, and control their attention to the most urgent problems.
Pet-name ruby compliment again
Customers' outstanding points and proud works can be repeated appropriately, which can further enhance customers' goodwill and credibility.
⑽ Confirm that the customer can come back.
That's all that matters. All of the above are for customers to further promote. I suggest you learn more relevant knowledge, and know more about talking about capital will make customers more convinced. I recommend you an online learning platform for real estate knowledge: Jiao Fang Online. I found it recently, and it feels good.