If only superficial treatment is followed or not followed, customer resources will be lost in vain and performance will stagnate. It is particularly important for brokers to follow up with customers and get high-quality customer recommendations. After-sales service can cultivate "lifelong customers" for brokers and further create "lifelong value". Only by exceeding customers' expectations can we achieve all-round "customer satisfaction service".
Establish a good and stable customer base at the initial stage;
A, build your solid business foundation: you must start from the housing and customers bit by bit, and every little makes a mickle, from quantitative change to qualitative change. Some brokers believe that real estate, as a commodity, ordinary people can only consume it once and will not buy it again. Therefore, customers who have already bought a house will no longer pay attention. In fact, although many customers can't afford to buy a second or third house, they can increase the source of customers for you in another way-they can help you introduce customers and get more prospective customers. In addition, it is undeniable that some customers do have the ability to buy a house for two or more times. You know, there are still many customers who invest in buying a house now.
B. Establish and improve detailed customer files and weave your strong customer network.
First of all, sort out all the relevant information of customers-phone number, address, work, income, family situation, birthday, hobbies, etc. Customers and family members (the more detailed the better).
Secondly, classify customers.
Definition of A-type customers: For A-type customer brokers, we must always follow up and get customers' approval, and the matching houses must be in place and accurate. Because such customers have a clear intention to buy a house, they should step up their follow-up on the house they are satisfied with and strive to sign the contract as soon as possible. (Note: Be sure to grasp the time, understand the customer's work and rest habits, and make a final decision at the right time.
Definition of B-type customer: When the purchase intention of B-type customer is not very clear, we should always guide the customer and make clear his purchase intention. We can tentatively recommend several comparable houses for them to choose from. When the broker knows the customer's intention to buy a house, he should make up his mind to buy it, and then guide the customer to see a suitable house. (Appropriate incentives can be used, such as finding a house that is more suitable for customers, and then telling customers that it has been sold, so that customers feel that this is the result of no time spent, so that customers will trust the broker in the next communication, so that the scope of operation of the broker will be larger.
Definition of Class C customers: For Class C customers, because there are not many houses suitable for Class C customers in the market, you can visit less and contact more, which makes customers find it difficult to find such houses. When there is a house that meets their requirements, you must immediately make up your mind to buy it. (Note: Don't set limits for yourself, but you can also guide yourself appropriately. Class c customers can also be transformed into class b and class a customers.
Third, the management methods of tourists:
A. Establish tourist source files and record tourist source information in detail. Distinguish customer types, provide continuous guidance and keep in touch with Class A customers.
B. Visit and track recent customers regularly, keep in touch with your own customers, and master their needs and intentions.
C. Pay a return visit to old customers who have already made a deal or have a good relationship, such as making a phone call or giving a small gift when they move to a new home or celebrate their birthday, so as to maintain and develop the customer base. Cultivate a good attitude and always believe that we are helping customers choose the real estate they want. We really provide convenience for them, and we want to make friends with them at work.
D. Inform our customers of the latest market situation, laws and regulations in time, gain their trust and establish friendly relations. Attention: deeply understand the needs of customers; Brokers should accurately match the housing; Communicate with customers frequently and pay attention to the changes of customers.
There are three kinds of valid customers. How to serve them?
(1) become a real customer, have a clear desire to buy, and choose a good location and apartment price, eager to become a prospective customer -> 70% of the time spent on tracking services.
(2) potential customers, who have a clear desire to buy, but the choice direction is not clear -> 20% time tracking service.
③ There is no obvious desire to buy, and the choice direction is unclear -> 10% of the time is spent on tracking services. Information: Prospective customers are effective, and time is money.
Fourth, we must grasp the timely and effective development and digestion of effective housing and customers.
Ensure effective filtering of information and guests. Please remember: serve a customer well, and there is still a big market behind him. Become a real estate expert in this area-you are trustworthy because of your major.
(1) hardware-external appearance, conversation and sales tools (professional forms, documents and digital photos) Remember: there is no second chance to change customers' first impression of us.
② Software-rich real estate-related knowledge: business knowledge, financial knowledge, warrant knowledge, legal knowledge, investment and wealth management, and the company's powerful sales network platform.
(3) Providing professional services-solving customers' problems-exceeding customers' expectations-winning customers' trust-generating trust in you-willing to pay.
The purpose of being a real estate expert is to let customers or friends around them think of you first as long as they have real estate needs.
Customer tracking must provide the best sales service, protect your customer network and make her stronger gradually.
Quality service is reflected in:
1, always do a little more, starting from the nuances.
2. Understand the urgency of customer needs.
3. Be patient with customers.
4, beyond customer expectations, customer tracking from what aspects:
A. Follow up and contact continuously and effectively to understand the latest demand trends of customers; Intention to buy a house; Reflect the situation to the owner; Do friends have any real estate to take care of?
B provide customers with the latest real estate market trends and consultation from time to time.
C, care about customers' life anytime and anywhere, holiday greetings, text messages, flowers moving to a new house greetings to deal with customers' difficulties, timely customer tracking, and strive to establish close personal relationships. Inform customers of market information frequently.
5. Understand the customer's purchase process and the latest purchase demand. Take the initiative to accept customer consultation and eliminate customer questions.
6. Inform your clients as soon as you have the latest news about real estate. Establish a friendship with customers-people always like to do business with people they know and trust.
A classification: old friends-high loyalty. Middle-aged friends-young friends who are rational home buyers-are easy to communicate and handle.
How to make friends:
1, sincere treatment, high trust, let customers believe that getting along with you is as safe as dealing with insurance companies.
2, find each other * * * interested in hobbies, produce * * * sound.
3. Establish good personal qualities-enthusiasm, self-confidence and dedication.
4, more is to become friends for the benefit of customers, and then everything is under control-leading customers by the nose, are you still afraid of not closing the deal?