1: When a broker sees a customer outside the store, he should get up in time to meet the customer. (Pay attention to appearance and smile)
2. When asking questions to customers, brokers should be full of energy and loud, and introduce or recommend the basic information of housing accurately and quickly.
3. After introducing the basic situation, politely invite customers to the company for detailed understanding.
4. According to customers' requirements, recommend companies suitable for customers to promote housing and get some basic information of customers in time. (such as: the customer's purchase purpose, whether it is a decision maker, ability to pay, purchase intention, current living conditions, etc.). ).
If customers are interested in the company's housing, they can arrange to see the house. If there is no housing that the customer needs for the time being, the salesman should tell the customer decisively that such housing can be found for him within 1 or 2 days, and then ask the customer to leave his contact number and hand in his business card enthusiastically. Two: Pairing
1: After receiving the new house, you should immediately start customer matching and select your own customers to delete within half a month.
Requirements: List the target customers.
B sort by customer's purchase intention.
C sorted by customer purchasing power
Select major customers.
E called the main customers one by one and agreed to see the house. Three: telephone appointment
1: Call the customer to inform them of the housing information.
2. Ask the customer if he is at home or has a fixed telephone. If so, tell the customer to call his fixed telephone to avoid wasting the other party's mobile phone fee. These details should be considered clearly.
3. Briefly describe the basic information of the house.
4. Agree with the customer on the time and place to see the house. (Pay attention to the principle of choosing 1 from 2) 4: Be prepared before taking a look.
1: Design the circuit with vision.
2. Design with the questions to be raised in the process. (Reasonably arrange the order of questions)
3. List the advantages and disadvantages of the property.
4. Think about how to minimize the shortcomings of the property and try to find out the problems and solutions that customers may raise.
5. Sort out the relevant information of the property. Five: How to behave?
1: Vacant rooms must arrive at the owner's home on time, and real rooms must arrive at the owner's home 30-45 minutes in advance to communicate with the owner, laying a good foundation for the smooth completion of the house inspection process.
2. Clear your mind and have a look according to your own house design.
3. Ask the customer about the purpose of buying a house.
4. Ask customers about their living conditions.
5. Communicate with customers, get more customer information, and lay a good foundation for future follow-up work.
6. Praise the customer's work, character, personality and other advantages, and pull into the relationship with customers. Eliminate customers' sense of vigilance. Six: House infield operation
1: Take the initiative to introduce the relevant situation of the house when entering the property, but remember, don't tell the customer all the advantages of the property in one breath, and leave two or three advantages to help the customer when he finds the shortcomings of the property or is deadlocked. At this time, tell the customer these advantages and open the customer's mind. Always take the initiative.
2. Give customers appropriate free time to look at the house and space for thinking and comparison. (Pay attention to the actions and words of customers)
3. Control the time and don't leave too much room for thinking for customers. Sales staff should grasp the time, ask different questions according to different customers and understand their views on the property.
4. Let customers ask questions and express their opinions, and answer customers' questions skillfully and quickly. Recognize the customer's idea, even if what the customer says is obviously wrong, don't refute the customer, but guide him, let the customer perceive his problem himself, and answer the customer's question by rhetorical question or double negative.
5. Make a summary for the customer. Each suite has its advantages and disadvantages, but the key is whether its own needs can accept some of its shortcomings. Because, for the house, it is a given product. It is impossible to fight back and customize. So what we can do is to compare its advantages and disadvantages, whether the advantages outweigh the disadvantages or the disadvantages outweigh the advantages. I can't accept its shortcomings. Consider your own choices and measures. )
6: End the house. Bring customers back to the company or make other agreements. (note: on the way out of the community, deepen the impression of customers looking at the house. )
Seven: Preparation before the transaction
1: Customers who have already made purchase intentions should bring them back to the company immediately.
2. Once again affirm and praise the customer's vision, and take the time to describe the prospects and benefits of buying this house to the customer in time. (Enhance customers' desire to buy)
3. When you arrive at the company, please politely ask the customer to take a seat in the meeting room and serve tea as soon as possible.
4. Proactively introduce the general situation of the company and the improvement of after-sales service to customers, improve their trust and eliminate their worries.
5. Confirm the order with the customer. (However, it is not appropriate to act too hastily, but to guide in an orderly manner and step by step)
Such as: "Teacher Chen, is the environment in this community good?" "Good, good, good"
"What do you think of this house?" "Not bad, not bad."
"Are you satisfied with the room type?" "Good, good."
"Is the light good?" "Good, good."
Seize the advantages and favorable conditions of the house, and use affirmative questions to let customers make affirmative answers.
6. Seize the customer's affirmative answer and force the customer to place an order.
For example, "Mr. Chen, since you are satisfied with this house, can you accept the price of this house?" Eight: guaranteed price stage 1: Important: Sales personnel have no right to make concessions to customers.
Customer: "The house price is relatively high, can you lower it?" After all, the traffic around this house is not very convenient. "
Shop assistant: "oh, Mr. Chen, it's like this." In principle, we have no initiative in the price of the house. We must negotiate with the owner before we can reply to you. " Do you think this is okay? Please tell me your limit first. (Take the initiative to understand the customer's psychological price) Note: For customers whose counter-offer range is too large, the salesman should keep psychologically calm and calm. Seemingly calm and stable. Never flinch or show an unexpected or nervous expression. Because this price is the customer testing the moisture content of this house. If the salesman has any inappropriate expression or action at this time, the customer will bargain again. So at this time, the salesman must answer the customer decisively and simply that this price is impossible to clinch a deal, telling the customer that a price higher than his upper limit failed to clinch a deal a few days ago. At the same time, he once again used the advantages of the house or other favorable conditions to reject the temptation of customers and regain the initiative in negotiations from customers. Then, ask the customer to reposition the price. 2. After getting the customer's second price, the salesman should show reluctance and tell the customer that he can only communicate with the owner first. When communicating with the owner, we should avoid communication within the customer's sight, pay attention to the role of the team, and invite the store manager or other senior salesmen to help follow up the customer. Leave the negotiating table to communicate with the owner. 3- 15 minutes, go back to the negotiating table and tell the customer that although the owner did not accept his price, he also made some concessions. Give a price higher than the customer's upper limit and let the customer choose again. And test the customer's price bottom line. 4. At this point, the negotiation may be deadlocked, and the customer may ask for direct negotiation with the owner. As a salesperson, we should resolutely stop and tell our customers the shortcomings of independent negotiation. (For example, if you talk about the price yourself, when the two sides are deadlocked, if you don't give in to the other side for face or trivial matters, or even for breath, one side won't buy it, and the other side doesn't even have room for manoeuvre. It is not easy to find a house that you are satisfied with. Don't let yourself lose more than you gain because of these trivial things. As a third party, no matter how we negotiate, it represents the interests of both parties, and after professional training and a lot of practical experience, the probability of successful cooperation with our professional quality is definitely much better than the efficiency and effect of your independent negotiation. In addition, you can also list some cases of disputes arising from independent transactions to cancel the other party's ideas. At the same time, set a realistic transaction price with the customer * * *, and then, calm the customer's mood and tell the customer to try to communicate with the owner. At this point, the negotiation has really entered a critical stage. Salespeople can really communicate with car owners, talk about prices and bargain. Nine: Bargaining stage
Principle: find out all kinds of factors that are beneficial to you and guide the owners to reduce the price. Main methods:
1: market factors
2. Policy implications
3. Few customers
4. Customers have a second choice.
5. The surrounding houses are sufficient, and the cost performance of the same houses is the same.
6. Tell customers that you can make more money by transferring the money. Bargaining steps 1: Tell the owner that a customer of the company is now talking about the price. We have done a lot of work, and now we have basically reached an agreement, but there is a big difference in price. I hope you can make some concessions. The second step of bargaining: the owner will protect the market or test the other party's bid at this time. As a salesperson, you should use the customer's test method at this time to kill the owner's price. Do a back test and see the reaction of the owner. If the owner is strongly dissatisfied with this price, he should pay attention to appease the owner's emotions (for example, he has clearly told the customer that this price is impossible to clinch a deal, so he is now negotiating a price acceptable to both parties. At the same time, the owner is required to give a price bottom line. Step 3: After getting the owner's bottom line price, tell the owner that he will negotiate with the customer and communicate with the customer if there is any problem.
Every 10 minutes or so, negotiate with the owner again to determine the final owner's bottom line price. Ten: the next stage
1: Under normal circumstances, through the above steps, the prices of both parties should be able to reach the transaction price. At this time, the salesman can remind customers whether they can place an order, prepare the relevant written contract and briefly explain the terms of the contract. 2. If the customer is still hesitating at this time, the salesman finally reached an agreement with the owner on the price because he reminded the customer. If you don't place an order now, all your efforts will be in vain in case the owner changes his mind the next day. 3. Some customers will be reluctant to place orders on the pretext of not bringing enough deposit or other reasons. At this time, the salesman should be "anxious for the customer" and tell the customer to pay part of the deposit first and settle the balance the next day. 4. In the process of inducing customers to make decisions, salespeople should pay attention to the cooperation with the team, so as to improve the probability of success. XI: after-sales service
1: After the customer signs the letter of intent and the order. Sales staff should ask customers for valid certificates such as ID cards in time, copy them for the record, and prepare materials before the transaction. 2. Inform the loan specialist in time and make a loan plan for the customer. 3. After completing the above steps, simply tell the customer the links needed for the transaction, the approximate time and the materials needed to remind the customer to arrange the time reasonably. 4. After the customer signs the letter of intent and the order. The salesman should contact the owner in time, inform the owner of the sales of the property as soon as possible, and pay the customer's deposit to the owner in time to ensure the effectiveness of the sales. During the transaction, the salesman should always keep in touch with customers and owners and do a good job of communication, so that the whole sales process can be successfully completed.
6. What precautions should the owner be informed in advance when taking the customer to see the house? Answer: Ask the owner to clean the room in advance and tidy it up, especially the corner of the kitchen and bathroom. Reorganize things at home. Some old houses are not very neat, giving people a messy feeling. If possible, repaint the house to make it look newer. If not all, paint the kitchen and other heavily polluted places and tell the owners that this will help sell their houses at a more suitable price. Turn on the power at home and see if there are any damaged light bulbs. And clean the glass of the house. Turn on all the lights when customers come to see it, which makes the house very bright. The balcony must be cleaned up. Don't pile up sundries, otherwise it won't give the guests a good feeling. Paving a mat at the door gives guests a feeling that the house is well maintained, and they don't just walk in. Not too many families, just one or two. Don't walk around casually, or customers will think the room is noisy. Say hello to the neighbors and wait for the guests to see the house. You can smile when you meet, which makes people feel that the neighborhood is very harmonious. The owner should talk as little as possible, don't be too enthusiastic, and pretend that it doesn't matter whether to sell or not, so that customers can't feel their eagerness to sell. In addition, tell the owner a house price (not the reserve price) in advance, and answer at this price in case the guest asks.
7. When the customer answers your phone, he doesn't say don't, don't say want, and his attitude is evasive. What should you do at this time?
Answer: At this time, if possible, if you want to have an interview with the guests, you must first find out the real intention of the customers, whether they are giving up or considering it. If you give up, you must ask whether the reason for giving up is the price or the problem itself. If it is the price, you can tell him that there are many houses in the company, and we will recommend several sets of better houses with acceptable prices for his reference. If it is your own reason, you should make a gesture of understanding the guest, leave your phone number and the guest's phone number, and tell him politely, hoping to have the opportunity to serve him again. And make some contact with customers at an appropriate time. If the guest is considering it, find out the reason, prescribe the right medicine and help the customer solve the existing problems. Be gentle, and don't show a questioning or inquiring tone. Try our best to make our guests feel our sincerity. 8. What if the customer starts to regret after placing the order and strongly demands a return?
Answer: I don't agree with the guest's practice. Execute according to the contract. Find out the reason why the guests regret, and point out the unreasonable part of the reason. At the same time, inform the customer of the default liability for returning the order if the transaction is cancelled. For example, if a guest thinks the price is high, he will point out the rationality of the house price. This price was reached through numerous negotiations. Don't be fooled by the chaotic prices in the market. The same house will also cause price differences due to problems such as orientation and floor. There is no comparability. If we cancel the order now, it is a breach of contract. It seems that our service is still lacking, but in fact, the liability for breach of contract is not caused by the broker. Ask the customer to cancel the order in a patient tone and attitude, and don't confront the customer verbally, lest the customer become angry from embarrassment. The tone should be calm, but the position of not returning the order should be firm. 9. What should I do if I meet a competitor in the same industry and face the same customer or homeowner?
Answer: Say hello politely, let them speak first, and then make a move. Tell the customer with a smile that our colleagues have introduced a lot to you just now, and I believe you have a certain understanding. Please allow me to introduce the housing of our company, make an effective comparison with your professional eyes, and see if our quotation is reasonable, whether the housing meets your requirements and whether there is room for improvement. In this process, don't belittle your opponent and his company, just introduce your company's service, scale and characteristics. In the process of introduction, praise the customer when appropriate. We don't cry roast meat, we just try our best to serve you. If you are not satisfied with this house, you can tell me your exact requirements, and we will carefully select one or two better ones that meet your requirements, saving you time in looking at the house. Save you running back and forth. It is best to impress customers with your sincerity. 10, how to identify the authenticity of the customer's real estate license?
Answer:
1) Format content: The new version of the house ownership certificate is designed and supervised by the Ministry of Construction, and exclusively printed by the Beijing Banknote Printing Factory of the People's Bank of China. There are three new certificates: real estate license, house ownership certificate and house ownership certificate. The inside page is printed with uniform and standardized filling items. 2) The printed quality certificate is of high quality, with a red cover (other certificates are blue) and a golden national emblem. The material is imported passport fabric, the inside page is pink banknote printing paper, and the passport banknote printing process is adopted. 3) Anti-counterfeiting mark building registration number-whether the number is consistent with the national unified number published by the Ministry of Construction;
Seal of the issuing authority-the seal of the city or county real estate management bureau or the people's government, with clear, neat and uniform seal;
Tuanhua-Five petals superimposed Tuanhua, with fine lines of earth red and emerald green on the inner cover. Smooth lines and clear texture; Lace-the seal page of the issuing authority, with symmetrical brown pattern frames with equal width from top to bottom and equal width from left to right; Dark printing, watermark-the paper used is banknote printing paper, with a light background color, printed with the contour of the Song Dynasty "House Ownership Certificate". Point the paper at a bright place, and you will see a high-rise or multi-storey watermark room), number-the printing serial number of the banknote printing factory is on the lower right corner of the cover page, which is the "Remarks" page. The certificate numbers of the same issuing authority are continuous. Certificate number-that is, the certificate number compiled by the issuing authority is at the top of the flower border on the first page. This number is consistent with the records in the account books and files of the issuing authority! This is the process. It is important to learn to change roles, and the main way to convince customers is to know the best information. It can be obtained from online newspapers. This is what real estate agents must do, seize the information that is beneficial to them and convince customers.