People engaged in work should devote themselves to personal and career development, because life will only change with the change of self, and only by continuous learning can we gain a foothold in this society. Therefore, if you want to be a top person, the first thing you have to learn is how to keep a positive attitude.

[Learn a positive attitude]

Before I entered the business, I worked as a parking girl in a cotton mill for six years, then passed the adult college entrance examination and went to Guangxi University for two years. I remember when I graduated from college in 2006, I went to Guangxi Wantong to apply for a job. At that time, Guangxi Wantong had just been established, and the recruitment said that only one marketing person was needed, requiring a bachelor's degree or above and under the age of 26. I was 28 years old and only had a college diploma. I didn't meet these two requirements. But I'm confident. I think I can do it. No matter what the conditions are, I will apply first. After entering Wantong, my boss who interviewed me at that time said that there were many people with better basic conditions than me. Because I am confident and natural, I decided to admit me. Many people think I am very lucky. In fact, I personally think that the opportunity was won by myself, which is fair to everyone. The key is whether you are sure to catch it.

In the course of my work, I found that the industries involved were wide and challenging. I set myself a goal to lay a good foundation in five years. In five years, I won't be a staff member. With the goal in mind, I strengthened my professional knowledge and theoretical knowledge by taking the adult college entrance examination again and taking the correspondence course of business administration for three years.

My first "Wantong Air" project was in the old city of Nanning, where the three religions and nine streams are most concentrated. Many people in the industry are not optimistic about building a community in that place. In order to locate the project more accurately, we have done a lot of field surveys, including competitor surveys and customer surveys. When our boss asked me to do a competitor survey, he didn't tell me how to do it. Unlike today, he asked people to choose a dish, had a fixed survey form, knew what to know, and gave them training and explanation before choosing a dish. The boss just told me that you should go and see what is near our project, and give me the investigation report in 10 days. I was the only soldier at that time, and no one taught me. Two days later, I still don't know how to do it. I was so anxious that I almost cried that I asked my friend to teach me. He told me that he didn't understand it either, and suggested that I go to other departments to gawk every day. I don't think anyone can help me. It's no use crying. On the third day, I went to an engineering department called "Jin Ming Building" for a whole day. Through one day's observation, I saw how the young lady went to the building, what kind of people came to the building, and what information I learned, such as price and scale, which was very rewarding. Through the communication with the staff, I also became friends with my colleagues, which benefited me a lot. In fact, it is not as simple as getting some information from each disk. What is more important is to observe with your heart, so as to truly understand the advantages and disadvantages of each disk and have a deep understanding of competitors. In the process of doing customer survey, I visited door to door and actively communicated with customers. For customers who are interested in buying, I record them in my notebook and keep in touch with them once a month. Although customer survey is very hard, I have accumulated many potential customers. My personal performance at that time accounted for 2/3 of the whole project. It took me only three years to achieve my goal and become the department manager and property manager of Vantone.

Therefore, a positive attitude is an expectation and commitment to yourself, which determines your life direction, your work goal, and correctly treat and evaluate your ability. What kind of person you think you are is very important. For example, like me, I think I am a positive, optimistic, friendly, very enthusiastic and enterprising person. This is the image of self.

A person with a positive attitude believes that he will smile and say to himself every morning. "I am in a good mood today. I am very happy. I will talk to many clients today. I believe I can solve some problems for them or dispel their doubts. I will make a deal "; "As long as I work hard, I believe I can make a deal today, and my performance is the best"; This is his affirmation of himself.

[Cultivate your affinity]

The so-called affinity is the ability of people to communicate with customers. The nature of personnel work is to deal directly with customers face to face. How to better communicate with customers and make them recognize you must be achieved by standardizing your words and deeds.

In the process of communication, language is a bridge. For personnel, language should be an art of social interaction and communication. Pay attention not only to expressions, attitudes and words, but also to methods and manners, and observe language etiquette, which is the "lubricant" for successful communication results.

In interpersonal communication, more than 80% of information is transmitted through politeness, a silent "second language". Behavior is a kind of "language" that can't speak, including people's standing posture, sitting posture, expression and various actions shown by the body. A look, an expression, a tiny gesture and a gesture can all convey important information. A person's behavior reflects his accomplishment, education and trustworthiness. In interpersonal relationships, it is the starting point for shaping a good personal image, and more importantly, it shows the overall cultural spirit to the outside world while embodying his personal image.

Language etiquette is not innate, and beautiful manners are not innate. These are all formally trained. As long as you practice for 5 minutes every day, you will naturally develop good gfd, manners and posture, use polite language and naturally express your feelings. Only in this way can the cultivated talents have affinity.

[Improve your professional quality]

The particularity of products requires personnel to have profound product knowledge and professional knowledge. Product knowledge and professional knowledge are the foundation of self-confidence and the guarantee of skills.

Mastering product knowledge is the first step to formally enter sales promotion. You have a good attitude and are confident, but you know nothing about product knowledge. When customers ask you questions about functions, prices, standards, etc. You wouldn't recommend it at all.

As we all know, the new market is a period of rapid growth, which usually lasts about three months. After three months, it entered a stable period, and it entered a gradual decline period in about half a year. Usually, 40% to 60% of the volume is completed during the rapid growth period, and 20% to 30% of the volume is completed three to five months after entering the stable period, that is, more than 80% of the performance is completed within eight months, and more than 90% of the total volume is completed within one year.

When faced with effective demand and effective supply, personnel cannot be effective or efficient. Once you miss the stable growth period, you will only have a long wait, which is a pity and very passive. Especially when there is competition around sales and there is little difference, people who know themselves and know themselves are the decisive weight to defeat competitors. The value of commodities is relatively high, and many customers often use their life savings to buy bulk commodities. Therefore, indecision is a common phenomenon after repeated comparison. When customers are still undecided about perceived use value after repeated comparisons, the success rate will be very high if the personnel can explain the customer's purchasing needs.

One of my old customers of Vantone Airlines called me to tell me where there is a good school because my son is going to primary school. And I want to run a set of children around 500 thousand near the school. At that time, there happened to be a newly-built bilingual kindergarten and primary school next to the Xiushan project, and there was the third middle school, the most famous middle school in Nanning, which was very suitable for his needs. However, there are three options in the same area. Xiushan is the closest one to the primary school and the farthest one from the middle school. I didn't rush to introduce myself to him, but accompanied the customer to look at it plate by plate, and made every plate for him. When I arrived near Xiushan, I told him that I was working in Xiushan now. Today, he also saw a lot. How about having a rest at my house? When passing by the school site, I mainly introduced him to the bilingual kindergarten and primary school under construction. The client asked me at that time, why not introduce it to you directly? I told him that it was not that I didn't want to introduce myself to you. You are an old customer of mine. I just want you not to regret after you get married, so let you compare more. In addition, Xiushan is the closest to the primary school, but it is far from the food market, and there are no other projects near No.3 Middle School, so I don't want to lie to you and let you choose for yourself. At that time, the customer felt that I was sincere and paid a deposit in Xiushan on the spot. In fact, in this process, in addition to my sincere consideration for him, I mainly aimed at his demand of "buying for my son". In the process of introduction, bilingual kindergartens and primary schools are highlighted, so as to grasp the purchasing psychology of customers, and I can win the recognition of customers and realize it.

Effective personnel should be half experts, who not only have a basic understanding of characteristics (taste, culture, planning, landscape, design, style, structure, function, orientation, convenience, price, public facilities, equipment, community management, community culture, etc.). ) sold lots, surrounding environment, urban planning, infrastructure, development trend and commercial strength. More importantly, we have a clear understanding of competitive advantage and can make a convincing and appropriate comparison with competition. Comparatively speaking, unprincipled belittling competitors can easily make customers have rebellious psychology. Therefore, it is necessary to seek truth from facts, but also to foster strengths and avoid weaknesses, to provide customers with home ownership advice, so that customers can have trust in you and what you have.

When I was in Xiushan project, I received a famous lawyer in Nanning. At that time, he came to the Ministry and looked at our model. Without asking questions about the project, I asked him to sit down. After sitting down, he began to talk about various projects in Nanning. At that time, he asked me what I thought of "Ronghe New Town". I told him that "Ronghe New Town" is a relatively high-quality community in Nanning. Although it belongs to an industrial zone in Nanning, it is close to Yongjiang River and the pollution is not very great. In addition, the community is relatively large and the internal environment is relatively good. Property management is also in place, enjoying a certain popularity in Nanning, especially Ronghe New Town, the price can reach RMB/square meter or more, which is the same as the price of Nanhu Scenic Area, which is recognized as a high-end concentrated place in Nanning, and it is doing well at present. If the government invested in the construction of Yongjiang River embankment this year, Ronghe New Town would not be flooded every year when the flood came. He told me at that time that he preferred Ronghe New Town. He has been to many departments and asked many people, and no one praised others like me. After hearing what I said, he should seriously consider whether to go to Ronghe New Town. He asked me again, which project do you think is better, Xiushan and Ronghe New Town? I said that these two are different in nature and have their own characteristics, so there is no way to compare them. Our Xiushan is now the only mountain scenic spot in Nanning. At this time, I invited him to visit our split-level model. In the room, I introduced him to the characteristics of the split floor. More importantly, because this plate is built on the mountain, the height difference of the terrain determines that many of our projects are staggered. This is a natural patchwork. When you stand in the living room, you will see a three-dimensional landscape with strong layering outside. This naturally feels like a lot of flat land. Our characteristics attracted customers, and the customer immediately paid the deposit the next day, and the signing was very smooth.

In fact, in this process, when I talked about the project of Ronghe New Town, I already put out the disadvantages of Ronghe New Town: it is located in an industrial zone with high price and low terrain. If you encounter a once-in-a-century flood, you may be flooded, but I just put it in another way, but the customer feels differently and he will think you are more credible. At the same time, in the process of talking with him, I found that he was younger and more receptive to new things, so I recommended him the wrong floor. Each project has many advantages, but it is not necessary to tell all the advantages to the customers at that time. If all the advantages are told to him, the project will have no advantages. You should learn to grasp the customer's concerns as a breakthrough in the process of communicating with customers, and then you will succeed.

[Experience with your heart]

1, the thinking mode of "altruism"

Some people say that "the distance from the customer's pocket to the employee's pocket" is the longest distance in the world, which I think is very appropriate. As long as customers don't pay, we will never get it, so how to shorten this distance is very important.

When communicating and getting along with customers, we should always think in an altruistic way, how to help customers, how to keep their best interests, how to make customers feel intimate, how to help customers solve problems, how to make customers like the products you sell, how to make customers treat you as friends, not just a failed person, and always want to give them the products in their eyes. The altruistic way of thinking allows us to stand on the same front with our customers to solve problems. You are his best comrade-in-arms, not on the opposite side of betraying me.

2. Avoid your own misunderstanding

In the process of work, I often unconsciously fall into my own misunderstanding without knowing it. There are two misunderstandings that we are most likely to fall into, so we must remind ourselves at any time.

One is: when we want to give our customers what we have, do customers really need it? Does he really need it or do we think he does? If we think he needs it unilaterally, then the transaction may be far away and the opportunity is slim. Therefore, before facing the customer, how to arouse his "demand consciousness" and how to create their needs is the key point that we must pay attention to, because it is absolutely impossible for him to nod and agree to the transaction when he thinks he doesn't need it. The best child for the customer is the child whose demand has been generated, so give priority to the demand before giving it to the customer, not the child before the demand.

The second is: whether our opinions are based on customers' needs or just focus on our own performance, whether our opinions are tailored for customers or for ourselves. These two mentalities have caused different distances between us and our customers. We certainly hope that the bigger the customer's order, the better, and the higher the transaction amount, the better, but the customer's expectation is not the case. Every customer's expectation is to get the highest efficiency with the lowest input. Customers are not stingy or picky about spending money, because if we look at it from another angle, when we decide to spend money, we may be more picky than these complaining customers now. A successful person is a customer problem solver in the eyes of customers, but he is definitely not a customer problem solver.

3. Give yourself a product success.

In fact, in this world, the most difficult and critical customers are often themselves.

Because you know best whether such a product can meet your own needs, it is not easy to convince yourself to buy it. What do you need if you can make yourself want to buy or even make up your mind to buy? In the process of giving yourself, there are ten questions you will ask yourself, which may also be questions that customers will ask. What kind of answer can satisfy you?

If you have succeeded in persuading yourself to buy, then you have considered almost all the problems you will face on the court. This is a good practice method. It's better to try yourself than to try customers. If you can't convince yourself, how can you face your customers with confidence? Therefore, the rejection or frustration that many people face in the process is actually the result of their own lack. Isn't it difficult for customers to accept goods that you can't even accept yourself?

I often hear some property consultants complain about poor performance and how difficult customers are. At this time, we ask ourselves more questions:

If I were a customer, would I buy from myself? This includes my image and attitude.

Are the benefits of my goods enough to satisfy myself?

Is my guarantee of goods enough to make me feel safe?

Have I given the goods a higher value at a certain price and satisfied myself?

If I were a customer, I would be satisfied with my answer.

Does this have my enthusiasm and vitality? If I don't love this commodity, why should this commodity help me create wealth?

Therefore, before giving such goods to customers, try to give them to yourself, try to convince yourself to buy them, and let one person play two roles at the same time to attack and defend. One is what we call a variety of difficult customers, one is personnel, one keeps giving reasons for refusing to buy, one keeps putting forward interests, benefits and values, one plays a customer who has no interest in buying, and the other plays a person who constantly digs and creates customer needs. In this kind of attack and defense, if you can successfully get the goods for yourself, it means that you already know your customers.

In this way, as long as you keep practicing, you can help a real estate consultant improve his reading and reading ability. Finally, you will find yourself more and more aware of what customers want, more and more aware of what customers are thinking, and never complain again. I don't even know what customers are thinking! Because you can easily get into the deepest part of your customers' hearts in the practice of role transformation, this is called truly mastering customer behavior and customer psychology. For property consultants, stable and practical performance starts from here!

4. Be good at listening and create advantages.

We often encounter this situation in the department. As soon as the customer enters the hall, our real estate consultant begins to introduce it to the customer, just like the commentator in the exhibition hall. Whether customers like it or not, they just talk about it themselves, saying too much, completely ignoring customers' feelings, recognition and needs. When customers ask some questions, they immediately refute or even try to change the needs expressed by customers in order to complete the transaction. Of course, this way can't complete the transaction! Because, you have no idea what customers need. Maybe you think you have communicated well, but whether a communication is successful or not is the real score, and it is really good to let customers say yes. I often describe this way as a random way to shoot birds, and luck is mostly in the transaction! Unless what he says is exactly what the customer needs, there is a 90% chance that the deal will not be reached! We must patiently let customers finish their sentences and capture their purchasing psychology in the process of telling customers, so as to focus on persuading customers and achieve ideal performance.

5. Use less technical terms.

In the introduction, the staff should try to tap the needs of customers and narrow the distance with customers in a colloquial way. We often see some people show off that they are experts in the industry when they receive customers, and introduce them to customers with a lot of technical terms, such as the building density, floor area ratio and greening rate of our community, which makes customers feel confused and don't know what you want to say, and also causes a psychological pressure to customers. If we observe carefully, we will find that the staff train the customers as colleagues, which is full of professionalism. How can people accept it? Since I don't understand, what are we talking about? If these technical terms can be converted into simple words, such as directly telling the distance between two buildings, how big they are, how many or how big the venues are, etc., people can understand them after listening, so as to effectively achieve the purpose of communication, without obstacles.

6. Meet the spiritual needs of customers

The needs of customers are sometimes not necessarily limited to children, and the needs of children are just one of his needs. If you are a customer yourself, it will be the same, but you may not have thought about it carefully. Imagine that when you are standing in the lobby shopping, do you only need functions? Or do you have other needs that need to be respected, praised, cared for and paid attention to? Sometimes customers' other needs may be higher than their children's needs. Did you notice these during your visit?

The foreign education system emphasizes heuristic education. The same is true for satisfying customers. The most common mistake we make is to constantly introduce products to customers and expect them to buy them. But I don't know what kind of products customers need. I focus on my own performance, which is greater than the needs of customers. I just want to give customers such products, but I don't think about why customers must buy such products. What other items may the customer need? If you don't have it in advance, you will introduce all the goods to customers to choose from. As a result, you will waste your customers' time and spirit and get no good response. Because 10% customers won't have the patience to read all the materials you took out, and the materials will be thrown away like waste paper. So in the process of talking with customers, I ask all the staff to prepare a manuscript paper and record some suggestions and opinions of customers at any time, so that customers can feel respected. Through recording, you can fully understand customers' ideas, needs and dissatisfaction. Only in this way can you find a solution to the problem. The customer likes you because you help him think of everything he thinks, and you help him prepare everything he needs, so that the customer feels that you value him. When customers can't make a decision, you can provide objective reference opinions, so that customers can do business with you without burden and communicate with you easily and happily. You will always be the solver of his problem, not the solver of the problem, and even you are the intimate friend of the customer. If a customer likes doing business with you today and even looks forward to doing business with you next time, then you are successful!

[Do things with your heart]

1, with good working attitude.

The implementation of any strategy should be reflected on the spot and strongly supported by the marketing team. Therefore, many people will continue to train personnel, hoping that through these trainings, their performance will advance by leaps and bounds. In the process of training, almost all personnel problems are related to methods and skills: what can I do to get customers to pay a deposit? This is the most frequently asked question. What is the most important thing? The answer is actually very simple and heavy: ideas and attitudes.

If you are dealing with someone who doesn't want to face the field at all, or who doesn't take the field as a career at all, it's just a waste of time to keep telling her the methods and skills. Because his brain will determine his actions, changing the ideas in his brain can change his external behavior, so the new methods and techniques are only useful for one person, that is, people with sound marketing psychology. In fact, training is a good job, which runs through the whole process. It is not technical training, but more psychological adjustment at work, that is, marketing psychological training.

50% of a marketer's problems come from his own problems, and the methods and skills to solve only the problems are also palliative. To cultivate a mature person, the most important thing is how to let a person establish a correct concept and attitude first, otherwise the following problems will be more complicated and I don't know where to start.

Methods and techniques are not unique. People have different personalities and different ways of communicating with others. People with a good work attitude will create their own methods and skills. Therefore, to have a good working attitude, the key is the concept and attitude of the personnel themselves. As a member, the core qualities are affinity and professionalism. Affinity is not innate, but it is cultivated by it, earnestly and steadily. At the same time, as a professional consultant who can undertake the customer's home purchase, we must first know what we can do well and what we can do well. So you must be very familiar with this business.

2. Practice speaking, doing, lifting and stopping every day.

When I used to be a property consultant, I would spare five minutes every day to practice smiling and standing in front of the mirror and say some polite words to myself. Through persistent practice, friends around me began to feel my changes, saying that I was getting more and more beautiful.

Do a business homework every day.

When I improve my knowledge, I consciously use my spare time to do business training and insist on doing a business assignment every day, so my business ability and professional level have improved rapidly. Business operations include:

Economic and technical indicators of the project;

Project location and surrounding environment;

The plane layout of the project, the length and width of the surrounding area;

Type and distribution of the project;

The width, depth, height and floor spacing of single-suite functional rooms;

Interpretation of relevant documents;

Standard;

Supporting facilities;

Understand the progress of the project;

Property management;

Price and conditions;

List the main points of the project;

You must talk to the model more than once a day;

Production registration process, charging standards and materials required by individuals;

The process, charging standard and personal materials required for bank mortgage;

The expenses and personal data required for handling the title certificate;

Fees and personal materials required for handling land certificates;

Mortgage bank and interest rate calculation;

Related expenses after purchase.

4. Carefully record customer files.

Name, surname, number of visitors, customer characteristics, means of transportation, intention, opinions and suggestions, cognitive style, number of visitors, intended price, delivery standard, customer source, etc. ;

Record every negotiation process, and record every contact process with customers as detailed as possible (including tracking and multiple visits) in order to grasp the customer situation;

Establish channels. Keep regular with customers, learn about customer trends through interviews and other means, and make customers your friends through communication;

Perseverance. If the customer has not made a purchase decision, it is necessary to continue to follow up;

Case closed. Record the customer's transaction or the reason for the unfinished transaction.

In my spare time, I will look through clients' files, recall their appearance and reception process, and deepen my impression on them. When the customer visits or calls for the second time, I can accurately call out his name. This is the first step for me to establish a friend relationship with my customers. As long as you work hard, I believe you will do it and do it well.

Therefore, today I can tell all people engaged in this industry that intention is the highest level of skill.

Excellent personnel should have professional qualities including:

First, the necessary professional knowledge, you must be an expert in this industry, so that you can recommend your products to others.

Second, the correct mentality (honesty is fundamental) does not rely on rhetoric or deception to reach a deal, so change more.

Think about it.

Third: personal gfd and potential quality. Professional image and polite manners will win you the first place.

A good impression helps to eliminate customers' vigilance and sense of distance.

Fourth: have good communication skills (affinity) with customers, let customers agree with you and accept you first, so that customers will

It's best to accept the products you recommend.

Fifth, learn to get along well with colleagues, especially when there is a conflict of interest, and be able to treat and handle it correctly. Of course.

There is also the relationship with the leader, which goes without saying.

Sixth: Be open-minded, keep learning and think hard.