Look for customers first. If you want to sell your 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. Most customers make phone calls through advertisements made by developers in newspapers, television and other media, or get project information in exhibitions and promotional activities. If they feel that they meet their requirements, they will take time to visit the project sales office in person or introduce them through friends. Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will come to visit the site; And the customers introduced by friends have a better understanding of the project, and the copies meet their own requirements and have a strong purchase intention. Second, the hotline 1. Basic actions (1) Answer the phone with a kind attitude and a kind voice. Usually take the initiative to say hello: "Hello, X X Garden or Apartment", and then start a dialogue. (2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. on the phone. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers. (3) In the conversation with customers, try to get the information we want, such as the customer's name, address, contact phone number and other personal background information. The second requirement is the information about the specific requirements of products such as price, area and pattern that customers can accept. Among them, the determination of contact information with customers is the most important. (4) The best way is to invite customers to see the house directly. (5) Give the name of the salesman before you hang up (if possible, you can leave the salesman's own mobile phone number and pager number for the customer to consult at any time), and once again express the hope that the customer will come to the sales office to see the house.
(6) Record the obtained information on the customer visit form immediately. 2. Preventive measures
(1) When answering the phone, pay attention to the company's requirements (before the sales staff take up their posts, the company should conduct training and unify the requirements). (2) Before the advertisement is released, you should know the contents of the advertisement in advance and carefully study how to deal with the problems that customers may involve. (3) On the day of the advertisement, there are many telephone calls, and time is precious. So answer the phone in 2 to 3 minutes, not too long. (4) When answering the phone, try to change from passive answer to active introduction and inquiry. (5) Invite the customer to specify a specific time and place and tell him that you will be special.
(6) Organize and summarize customer call information in time, and fully communicate with site managers and advertising producers. (7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interviews and introductions. the second part
Live reception
On-site reception, as the most important part of sales, should be paid special attention by sales staff. All the work in the early stage is to prepare for customers' door-to-door.
First, meet the customers.
1. Basic operation
(1) When a customer enters the door, every salesperson who sees it should take the initiative to say "Welcome" to remind other salespeople to pay attention.
(2) The sales staff immediately came forward to give a warm reception.
(3) Help customers pack rain gear and put clothes and hats.
(4) through casual greetings, identify the authenticity of customers, understand the region where customers come from and the media they accept (from which media they learned about the real estate).
(5) Ask whether the customer has contacted other salesmen. If he is a customer of another salesman, please wait a moment and be received by the salesman; If it is not another salesman's customer or the salesman is absent, introduce the customer enthusiastically.
2. Preventive measures
(1) Sales personnel should be well dressed and friendly.
(2) reception of customers or one person, or one master and one helper, limited to two people, no more than three people.
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(3) If it is not a real customer, it is still necessary to provide a document for a concise and warm reception.
Second, introduce the project
After polite greetings, you can give a brief description of the project (such as orientation, building height, configuration, surrounding environment, etc.). ) Use the sand table model to let customers form a general concept of the project.
1. Basic operation
(1) Exchange business cards, introduce each other, and learn about customers' personal information.
(2) Introduce products naturally and emphatically (mainly describe lots, environment, transportation, supporting facilities, building facilities, 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.
2. Preventive measures
(1) At this time, the overall advantages of this property were emphasized.
(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.
(4) When there is more than one customer, pay attention to distinguish the decision makers and grasp the relationship between them.
(5) In the process of explaining the vehicle model, you can inquire about the customer's 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.
Third, show the scene.
In the sales office made a basic introduction, visited the model room, to lead customers to visit the project site.
1. Basic operation
(1) Combined with the present situation and surrounding features of the construction site, it is introduced while walking.
(2) According to the room plan, let customers feel the tenants they choose.
(3) Talk as much as possible, so that customers will always be attracted to you.
2. Precautions.
(1) The route of the exhibition site should be planned in advance, and attention should be paid to cleanliness and safety along the way.
(2) Require customers to carry safety helmet (see delivery room) and other items.
the third part
negotiate
I. Preliminary negotiations
After the model room and site visit, customers can be guided to the negotiation area for preliminary negotiation.
1. Basic operation
(1) pour tea, guide customers to the sales table, give them project information, and introduce the price and payment method of the project.
(2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction.
(3) According to the units that customers like, on the basis of affirmation, make a more detailed explanation.
(4) According to the customer's requirements, calculate the price, down payment, monthly repayment and various related procedures of the floor unit that the customer is satisfied with.
(5) Explain customers' doubts and help customers overcome the purchase obstacles one by one.
(6) Create the scene atmosphere in time and strengthen their purchasing desire.
(7) On the basis of the customer's 70% approval of the product, try to persuade him to make a down payment.
2. Preventive measures
(1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control.
(2) To prepare personal sales materials and sales tools to meet the needs of customers at any time.
(3) Understand the real needs of customers and the main problems of customers.
(4) Sales personnel 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.
(5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at.
(6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers.
(7) The atmosphere should be natural and friendly, and the temperature should be well controlled.
(8) The description of the product should not contain exaggerated or fictitious elements.
(9) Commitments not within the scope of authorization shall be reported to the site manager for approval.
After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his 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 it is strictly forbidden to exaggerate the sales situation). 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.
Second, the transaction has not been completed.
1. Basic operation:
(1) Prepare a sales poster and other materials for customers to carefully consider or spread on their behalf.
(2) Inform the customer's contact information and telephone number again, and promise to conduct voluntary house purchase consultation for them.
(3) Re-arrange the viewing time for interested customers.
(4) send the guests to the door or the elevator.
2. Preventive measures
(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.
(2) timely analysis of the real reasons for not closing or not closing, and put it on record.
(3) Report to the site manager the unfinished transaction or the reasons for the unfinished transaction, and take corresponding remedial measures according to the specific situation.
The fourth quarter customer tracking
First, customer tracking.
1. Basic operation
(1) In case of busy interval, contact customers according to customer level and report orally to the site manager at any time.
(2) For A-and B-level customers, the sales staff should be listed as the key targets, keep close contact and try their best to convince them.
(3) Record each tracking situation in detail for future analysis and judgment.
(4) Regardless of whether the transaction is concluded in the end, please tactfully ask the customer to help introduce the customer.
2. Preventive measures
(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.
(2) Pay attention to the time interval when tracking customers, generally two or three days is appropriate.
(3) Pay attention to the changes in tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities.