Consultant image
In the process of talking with customers, salespeople should quickly and accurately let customers feel their rich theoretical knowledge and relevant professional experience, win trust, encourage customers to have buying desires and behaviors, and even become our loyal customers (word of mouth, influence, cooperation for a period of time).
Form an image of a consultant in customers' minds, let customers feel that we have formed a comprehensive knowledge system in real estate theory knowledge, home environment, price expectation, market development prospects, overall operation of the industry, etc., in order to pursue an image of a "consultant" to determine customers' confidence and increase customers' trust.
interpersonal skills
The most important thing in communication is not to observe words and feelings, nor to be fickle, but to learn to listen. What is more important than listening is to praise others in the process of communication. Praise is a very important indicator and skill in sales communication.
In fact, most people can praise other people's skills, but what is lacking is how to use these skills systematically in the process of sales and communication with customers.
First, when the customer asks any questions, don't answer the substantive content of the questions: add a communication contract first.
Customer: I heard that the opening price of your house was only 2000 yuan?
Shop assistant: Your information is very accurate. Where did you see it?
A sincere question is to know the source of customers.
Wrong: Yes, so what? Now the house price has gone up!
So, first of all, you should know that when your answer to customers is praise, customers perceive not opposition but approval, which basically eliminates the doubts when customers ask questions. And in order to show that he cares about the source of information, the customer actually cares about the answer to his question.
Second, acknowledge the views and opinions of customers, or learn to understand customers.
If I were you, I would do the same.
Many people will ask this question, which is also a concern of many customers.
Your question reminds me of one thing ... and turns to other topics.
Third, pay attention to customers' problems. Paying attention to customers' problems can increase the understanding of customers' buying behavior and help sales.
Customer: The color matching of this building is not ideal!
Salesperson: Do you mean that the color of this building is not dark or more light? This question reorganizes the customer's questions, which may make the customer think that we are asking further questions in order to better answer their questions. ...
The above three aspects can be combined in the process of communication, but we must pay attention to the purpose and theme behind communication. Otherwise, it will be self-defeating and disgust customers. When praising customers, you must do the following two things. First, we must be sincere, which is manifested in: eyes, look at each other's eyes with eyes. A calm attitude; The second is to make some preparations for "factual basis". The problem of "degree"
client relations
Generally speaking, maintaining the relationship with customers is very important for our sales-oriented enterprises. Maintaining a good relationship with customers can continuously enhance customer loyalty and sincerity. Customers here should include three levels of customers: first, relatives and friends of customers, second, colleagues around customers, and third, business partners of customers, or upstream and downstream customers in their business.
It is impossible for any consumer to make a decision on a product involving a huge amount of money like this. Usually, customers will consult people who have already bought a house, and then consult their families. If we simply apply all the sales skills to the customers themselves, we actually ignore the decision makers around the customers. For customers, customers are more willing to listen to their own opinions than the opinions of sales staff. Therefore, if we successfully let the people around the decision makers speak for our "house", then our signing rate will be greatly improved.
1, the absolute obedience of subordinates to superiors
The instructions from the lower level to the higher level should be carried out, and if there are prohibitions, they should be absolutely obeyed. If there are problems, they should be reported step by step. When the superior gives instructions, the immediate supervisor should be informed at the first time.
2, professional ethics requirements:
First, the salesman must be "customer-oriented" and maintain the company's image.
B, must also abide by the confidentiality principle of the company, and shall not directly or indirectly disclose the company's strategy, sales and other business secrets; Do not directly or indirectly disclose the company's customer information, such as the relevant information on the customer registration card; Shall not directly or indirectly penetrate into the employee information of the company.
C, must abide by the company's rules and regulations and department management regulations.
3, the basic quality requirements:
Strong professional quality.
Good quality, outstanding social skills, strong language skills and keen insight.
Full of self-confidence, strong desire for success, and hard-working, diligent and persistent.
4, etiquette instrument requirements:
Men's leather shoes are shiny and neatly dressed.
Female employees should wear light makeup instead of strong perfume; Male employees had better not cover their ears or touch their collars.
Don't show disgust, indifference, anger, nervousness and rigidity when serving customers.
5, professional knowledge requirements
The professional knowledge of sales staff is mainly manifested in four aspects:
Have a comprehensive understanding of the company. Including the developer's history, company philosophy, honors won, real estate development and quality management, after-sales service and the company's development direction.
Master the real estate industry and common terms. Sales staff should understand the local real estate development direction of Huayuan, and at the same time accurately grasp the real estate trends of Huayuan County, the advantages and disadvantages of competitors' real estate and the advantages and disadvantages and selling points of Zhongfoshan Road Pedestrian Street. In addition, we should master real estate marketing knowledge, bank mortgage knowledge, property management knowledge, engineering architectural knowledge, real estate legal knowledge and some professional terms such as greening rate, building density and usable area.
Master the customer's purchasing psychology and characteristics. We should not only understand the psychology of seeking truth, innovation, beauty, fame and profit, but also understand the psychology of preference, self-esteem, imitation, secrecy, doubt and safety.
Understand the relevant content of marketing. Sales staff should learn real estate marketing knowledge such as product strategy, marketing price strategy, marketing channel strategy and promotion combination strategy.
6, psychological quality requirements
Strong adaptability, sincere self-confidence, optimism and generosity, perseverance, ability to bear all kinds of difficulties, strong sense of responsibility and strong self-control.
In the process of selling core skills, communication is the most important link.