How should real estate customer service be done?

Just follow the instructions of "Real Estate Sales Specific Process"

Section 1: Finding Customers

1. Source Channels of Customers

Keywords If you want to sell your house, you must first find effective customers. Customers come from many channels, such as: consultation calls, real estate exhibitions, on-site receptions, promotional activities, door-to-door visits, introductions from friends, etc.

Customers mostly call through developers’ advertisements in newspapers, TV and other media, or get project information at real estate exhibitions and promotional activities. If they feel that it meets their requirements, they will Take time to visit the project site sales office in person, or come through a friend’s recommendation.

Generally speaking, customers who call just want to have a preliminary understanding of the project. If they are interested, they will come to visit the site; while customers who are introduced by friends are already familiar with the project. Once you have a better understanding and basically meet your own requirements, you will have a strong intention to buy a house.

2. Answer the hotline

1. Basic actions

(1) When answering the phone, you must have a kind attitude and a friendly voice. Generally, greet someone proactively: "Hello, X X garden or apartment", and then start talking.

(2) Usually, customers will ask about price, location, area, layout, progress, loans, etc. on the phone. Sales staff should use their strengths and avoid weaknesses and cleverly integrate the product’s selling points into their answers. .

(3) During the conversation with the customer, try to obtain the information we want:

The first element is the customer’s name, address, contact number and other personal background information.

The second requirement is information on the price, area, layout and other specific requirements for the product that customers can accept.

Among them, the determination of contact methods with customers is the most important.

(4) The best way is to directly invite the customer to come and view the house on site.

(5) Before hanging up the phone, you should state the salesperson’s own name (if possible, leave the salesperson’s mobile phone number and pager number with the customer so that the customer can consult at any time), and express your hope again The customer’s desire to come to the sales office to view the property.

(6) Immediately record the information obtained on the customer call list.

2. Notes

(1) When answering the phone, be sure to follow the company's requirements (before sales staff take up their posts, the company must conduct training and unify requirements).

(2) Before publishing an advertisement, you should understand the content of the advertisement in advance and carefully study how to deal with the issues that may be involved with customers.

(3) On the day when the advertisement is released, there will be a lot of calls and time is even more precious. Therefore, answering the phone should be limited to 2 to 3 minutes and should not be too long.

(4) When answering the phone, try to switch from passive answers to active introductions and inquiries.

(5) When inviting a client, you should specify the specific time and place, and tell him that you will be waiting for him.

(6) Customer call information should be sorted out and summarized in a timely manner and fully communicated with on-site managers and advertising production staff.

(7) Remember: the purpose of answering the phone is to prompt customers to come to the sales office for in-depth interviews and introductions.

Section 2 On-site reception

As the most important part of the sales process, on-site reception should especially attract the attention of sales staff. All the preliminary work is to prepare for customers to come to your door.

1. Welcome customers

1. Basic actions

(1) When a customer enters the door, every salesperson he sees should take the initiative to say "Welcome" and remind other salespersons to pay attention.

(2) The sales staff immediately came forward and welcomed you warmly.

(3) Help customers pack rain gear, place clothes and hats, etc.

(4) Through casual greetings, distinguish the authenticity of customers and understand the area where the customers come from and the media they accept (from which media they learned about this property).

(5) Ask the customer whether he has contacted other salesmen. If he is a customer of another salesman, ask the customer to wait and be received by the salesman; if he is not a customer of other salesmen or the salesman If you are not there, you should enthusiastically make introductions to customers.

2. Notes

(1) Sales personnel should have a good appearance and a friendly attitude.

(2) When receiving customers, one person, or one main person and one assistant, is limited to two people, and no more than three people. ,

(3) If you are not a real customer, you should still provide a piece of information and provide a concise and warm reception.

2. Introduce the project

After polite greetings, you can use the sand table model to give a simple project explanation (such as orientation, building height, configuration, surrounding environment, etc.) to use The client develops a rough concept of the project.

1． Basic actions

(1) Exchange business cards, introduce each other, and understand the customer's personal information.

(2) According to the sales flow that has been planned at the sales site, use light boxes, models, sample rooms and other sales props to introduce products in a natural and focused way (focusing on location, environment, transportation, supporting facilities Description of facilities, building layout, main building materials, etc.).

2. Notes

(1) At this time, the overall advantages of this property are emphasized.

(2) Sell your enthusiasm and sincerity to customers and strive to establish a relationship of mutual trust with them. (3) Correctly grasp the real needs of customers through conversations and quickly formulate your own response strategies accordingly.

(4) When there is more than one customer, pay attention to distinguish the decision-makers among them and grasp the relationship between them.

(5) During the model explanation process, you can inquire about customer needs (such as area, purchase intention, etc.). After explaining the model, you can invite him to visit the model room. During the visit to the model room, the salesperson should focus on the advantages of the project and make some auxiliary introductions to cater to the customer's preferences.

3. Show the project site

After giving a basic introduction at the sales office and visiting the model room, you should take the customer to visit the project site.

1． Basic actions

(1) Combine the current conditions of the construction site and surrounding features and introduce them while walking.

(2) According to the room type map, let the customer actually feel about the apartment they have chosen.

(3) Say as much as possible so that customers are always attracted to you.

2. Notes .

(1) The route to visit the construction site should be planned in advance, and attention should be paid to cleanliness and safety along the route.

(2) Instruct customers to wear safety helmets (for viewing off-plan properties) and other items they carry with them.

Section 3 Negotiation

1. Preliminary Negotiation

After the sample room and on-site visit, the customer can be guided to the negotiation area for preliminary negotiation.

1． Basic actions

(1) Pour tea and chat, guide customers to sit down at the sales table, give them project information, and introduce the project price and payment method.

(2) When the customer does not take the initiative to express it, he should immediately actively choose a house type for a tentative introduction.

(3) Based on the units that the customer likes, give a more detailed explanation on the basis of affirmation.

(4) According to the customer's requirements, calculate the price, down payment, average monthly repayment and various related handling fees of the floor unit that they are satisfied with.

(5) Provide relevant explanations to customers’ doubts and help them overcome purchase obstacles one by one.

(6) Create an on-site atmosphere in a timely manner and strengthen their desire to buy.

(7) On the basis of 70% recognition of the product by the customer, try to persuade him to place a deposit to purchase.

2. Precautions

(1) When taking a seat, pay attention to placing the customer in a space that is easy to control and has a pleasant view.

(2) Personal sales materials and sales tools should be fully prepared to respond to customer needs at any time.

(3) Understand the real needs of customers and understand their main problems.

(4) Sales staff should avoid providing too many choices when providing customers with floor plans and floor options based on the sales situation. According to the customer's intention, generally two or three floors are enough.

(5) Pay attention to communication and cooperation with on-site colleagues to let the on-site manager know which apartment type the customer is looking at.

(6) Pay attention to judge the customer’s sincerity, purchasing ability and probability of transaction.

(7) The on-site atmosphere should be natural and friendly, and the heat should be controlled.

(8) The explanation of the product should not be exaggerated or fictitious.

(9) Commitments that are not within the scope of authority should be reported to the site manager for approval.

After the above procedures are completed, the customer will take all the information and go back to consider it. At this time, the salesperson can leave his contact information (it is best to ask the customer when it is convenient to contact him) and express the hope that he can make a decision as soon as possible. (The expression should not be too straightforward, and it is strictly forbidden to over-exaggerate the sales situation). Finally, you should send him out to say goodbye. Individual customers with strong intentions can collect a small deposit and declare to them that the unit they like can be reserved for them (the retention time should not exceed 3 days). This method will help customers make purchases earlier. The decision to adopt this method is left to the sales staff to decide based on the on-site conditions.

Second, no transaction has been completed yet

1. Basic actions:

(1) Prepare a copy of the sales poster and other materials to the customer and ask them to consider it carefully or disseminate it on their behalf.

(2) Tell the customer again the contact information and phone number, and promise to provide voluntary house purchase consultation.

(3) Make an appointment again with interested customers to see the house.

(4) Send guests to the gate or elevator.

2. Notes

(1) Customers who have not yet completed a transaction or have not yet completed a transaction are still customers, and sales staff should be cordial and consistent.

(2) Promptly analyze the real reasons for pending transactions or failure to complete, and record them in the record.

(3) Report the reasons why the transaction has not yet been completed or not completed, to the on-site manager, and take corresponding remedial measures depending on the specific situation.

Section 4. Customer Tracking

1. Customer Tracking

1. Basic actions

(1) During busy periods, contact customers according to their level and report verbally to the on-site manager at any time.

(2) For A and B grade customers, sales staff should be listed as key targets, maintain close contact, and do everything possible to persuade them.

(3) Record each tracking situation in detail to facilitate future analysis and judgment.

(4) No matter whether the transaction is concluded or not, you must politely ask the customer to help introduce the customer.

2. Notes

(1) When tracking customers, you should pay attention to the choice of topic, and do not give customers the impression of poor sales or rigid sales.

(2) Pay attention to the time interval when tracking customers, usually two or three days is appropriate.

(3) Pay attention to changes in tracking methods: for example, you can make phone calls, send information, visit, invite to participate in promotional activities, etc.

Section 5 Signing

1. Collecting deposit after transaction is concluded

1. Basic actions

(1) When the customer decides to purchase and places a deposit, use the sales control answer sheet to inform the on-site manager.

(2)Congratulations to the customer.

(3) Depending on the specific circumstances, collect a small deposit or a large deposit from the customer, and inform the customer of the behavioral restrictions on the buyer and seller.

(4) Explain in detail the terms and content of the order.

(5) Collect the deposit and ask the customer, the salesperson in charge, and the on-site manager to sign for confirmation.

(6) After filling out the order form, send the order together with the deposit to the on-site manager for collection and filing.

(7) Give the first copy of the order (customer copy) to the customer for receipt, and tell the customer to bring the order when making a replenishment or signing the contract.

(8) Determine the deposit replenishment date or the signing date, and inform the customer in detail of various precautions and various documents required.

(9)Congratulations to the customer again.

(10)Send guests off to the gate or elevator.

2. Notes

(1) Closely coordinate the atmosphere with the on-site manager and other sales staff. Manufacture and maintain on-site

(2) When a customer is slightly interested in a certain unit or decides to purchase it, but does not have enough funds, it is an effective way to encourage the customer to pay a small deposit (more than 500 yuan) way.

(3) The amount of the small deposit is not large, its main purpose is to make customers care about our properties.

(4) The deposit (large deposit) is part of the contract. If either party breaks the contract without reason, the deposit will be compensated.

(5) The lower limit of the deposit amount is 10,000 yuan, and the upper limit is 20% of the total price of the house. The purpose is to ensure that the customer finally signs the contract and completes the transaction.

(6) The deposit retention period is generally limited to 3-7 days. If the period is exceeded, the deposit will be forfeited and the reserved units will be freely introduced to other customers.

(7) The time interval between the deposit and the signing date should be as short as possible to prevent various unforeseen circumstances from occurring.

(8) Discounts and other conditions must be submitted to the site manager for approval and filing.

(9) After filling in the order, carefully check whether the household number, area, total price, deposit, etc. are correct.

(10) The deposit collected must be paid accurately.

2. Deposit top-up

1. Basic actions

(1) Fill in the paid top-up amount in the deposit column.

(2) Cross out the columns for the agreed replenishment date and the amount to be replenished.

(3) Determine the signing date again, and fill in the signing date and signing fee on the order form.

(4) If the order is re-opened, the large deposit order will be filled in based on the content of the small deposit order.

(5) Inform the customer in detail of various precautions and requirements on the signing day Bring all kinds of documents.

(6) Congratulate the customer and send it to the door or elevator.

2. Notes

(1) Before the agreed replenishment date, contact the customer again to confirm the date and make it accurate

(2) After filling in, check the household type, area, total amount again Are the price, deposit, etc. correct?

(3) Report the detailed situation to the on-site manager for filing.

3. Change of account

1. Basic actions

(1) In the house order column, fill in the household type, area, and total price after the household change.

(2) If there is any change in the amount of supplementary payment and signing fee, it will be based on the account type after the account change.

(3) Indicate in the blank space which household you are changing to.

(4) Other contents are the same as the original order.

2. Notes

(1) After filling in, check again whether the household number, area, total price, deposit, signing date, etc. are correct.

(2) Take back the original order.

4. Sign the contract

1. Basic actions

(1) Congratulations to the customer for choosing our house.

(2) Verify the original ID card and review the property purchase qualification.

(3) Present the text of the commercial housing pre-sale model contract and explain the main terms of the contract item by item:

A. The name and address of the parties to the transfer;

B． The location, area and surrounding area of ??the real estate;

C Nature of land ownership;

D. How to obtain land use rights and the period of use;

E. Nature of real estate planning use;

P. The floor plan, structure, construction quality, decoration standards, ancillary facilities, supporting facilities, etc. of the house; G. Price, payment method and term of real estate transfer;

H. Real estate payment date;

I. Liability for breach of contract;

J. Dispute Resolution.

(4) Discuss with the customer and confirm all contents, and make appropriate concessions within the scope of authority.

(5) Sign the contract and collect the first installment of the house as stipulated in the contract, and at the same time pay the deposit accordingly.

(6) Take back the order and submit it to the on-site manager for filing.

(7) Help customers handle registration, filing and bank loan matters.

(8) After registration and obtaining a bank loan, a copy of the contract should be handed over to the customer.

(9) Congratulate the customer and see him off to the door or elevator.

2. Notes

(1) The model contract text should be prepared in advance.

(2) Analyze in advance any problems that may occur when signing a contract, report to the on-site manager, and study solutions.

(3) When signing a contract, if the customer has a problem that cannot be persuaded, report it to the on-site manager or a higher-level supervisor.

(4) When signing a contract, it is best for the owner of the house to fill in the specific terms and must sign and seal the contract.

(5) When signing a contract on behalf of another person, the power of attorney given by the household head to the agent should be notarized.

(6) When explaining the terms of the contract, you should emotionally focus on the customer's position and give them a sense of identification. ,

(7) After signing, the contract should be promptly submitted to the real estate transaction management agency for review and reported to the real estate registration agency for registration and filing.

(8) After signing a contract with the customer, you should always keep in contact with them to help solve various problems and let them introduce customers.

(9) If the customer's problem cannot be solved and the contract cannot be completed, the customer is asked to return first and make an appointment at another time, in exchange for a discount from both parties.

(10) Check the signing status in a timely manner and take corresponding measures if there are any problems.

5. Withdrawal

1. Basic actions

(1) Analyze the reasons for withdrawal and determine whether withdrawal is possible.

(2) Report to the on-site manager or higher-level supervisor for confirmation and decide to withdraw from the account

(3) Settle the relevant funds.

(4) Take back the voided contract and hand it over to the company for record keeping.

(5) Business is not about friendship, send guests off to the door or to the elevator.

2. Notes

(1) Relevant fund transfer matters must be signed by both parties.

(2) If the dispute cannot be resolved, it can be submitted to an arbitration institution for mediation or the people's court for ruling

Section 6 Check-in

1. Customers need to submit information when checking in Information

1. Copy of contract

2. Proof of house payment (receipt or invoice)

3. Identity verification certificate (ID card or other relevant documents)

4. Pay the balance of the house payment

5. Property management fee (quarterly or annually), public maintenance fund

6. Decoration deposit ( Optional), parking space rental (optional)

2. Information required to be submitted by the developer for move-in:

1. House quality inspection certificate

2. House User Manual

3. Property Management Convention (needs to be signed and approved by each customer and the property company)

4. Acceptance project description

5. Property management fee standards provided by the property management company

3. Process:

1. The developer's occupancy preparation work process is completed - acceptance by the surveying and mapping team - receiving the quality inspection certificate - house usage instructions and a occupancy notice

2. Customer check-in process

The customer goes to the property company to check in with the check-in notice, proof of identity, copy of the contract, and proof of payment - the developer issues a house quality inspection certificate and acceptance project description to the customer (can be option), house instruction manual - the customer makes up the total amount of the house - the property company signs a property management agreement with the customer - the property company provides the customer with property management charging standards - rents a parking space (optional) - the customer pays the property management fee (Quarterly or annual payment according to the requirements of the property company), public maintenance fund, parking space rental (optional), decoration deposit (optional) - receive the key to the purchased house.

Basic on-site sales process

Process 1: Answer the phone

Basic actions

⑴ Answer the phone with a kind attitude and a friendly voice. Generally, greet someone proactively, "Hello, Zhongfoshan Road Pedestrian Commercial Street!" and then start a conversation.

⑵ Usually customers will ask questions about price, location, area, apartment type, bank mortgage, etc. on the phone. Sales staff should use their strengths and avoid weaknesses and cleverly integrate prize products into their answers.

⑶ When talking with customers, we must try to obtain the information we want, such as customer name, address, contact number, acceptable price, area, apartment type and product requirements, etc.

⑷ Directly invite customers to the marketing center to view the model.

⑸ Immediately record all inquiries on the customer call list.

2. Things to note.

⑴ Before sales staff officially take up their posts, systematic training is conducted and unified speeches are given.

⑵ Understand the content of all advertisements we publish, carefully study and seriously respond to problems that customers may have.

⑶ It is necessary to control the time for answering the phone. Generally speaking, it is appropriate to answer the phone for 2-3 minutes.

⑷Adapt to changing the phone answering from passive answering to active introduction and inquiry.

⑸When inviting a client, you should specify the specific time and location, and tell him that you will be waiting for him.

⑹ Customer call information should be sorted out and summarized in a timely manner, and fully communicated with on-site managers and Zhongda Changxiang personnel.

Process 2: Welcome customers

Basic actions

⑴When a customer comes in, everyone who sees him should take the initiative to greet him and speak politely and rationally "Welcome" to alert other sales staff.

⑵ The sales staff should come forward immediately and receive you warmly.

⑶ Help guests pack rain gear, place clothes and hats, etc.

⑷ Identify the authenticity of customers by greeting them casually, and understand the area they are coming from and the media they accept.

Notes

⑴ Sales staff should be well-groomed and friendly.

⑵ Generally only receive one person at a time when receiving customers, and no more than two people at most.

⑶ If you are not a real customer, you should also pay attention to the cleanliness of the site and personal appearance to give a good impression to customers at any time.

⑷ Regardless of whether the customer decides to buy on the spot, the customer must be sent to the door of the marketing center.

Process 3: Introduce products

Basic actions

⑴ Understand the customer’s personal information.

⑵Introduce the product in a natural and focused way (focusing on the environment, Feng Shui, product functions, pedestrian street overview, main building materials, etc.)

2. Precautions

⑴ emphasizes the overall advantages of the pedestrian street.

⑵ Sell your enthusiasm and sincerity to customers and strive to establish a relationship of mutual trust with them.

⑶ Correctly grasp the real needs of customers through conversations and quickly formulate response strategies accordingly.

⑷When there is more than one customer, pay attention to distinguish the decision-makers among them and grasp the mutual relationship between them.

Process 4: Purchase Negotiation

Basic Actions

⑴ Pour tea and greet the customer, and guide the customer to sit down at the sales table.

⑵ When the customer does not take the initiative, you should immediately and proactively choose a customer to make a trial introduction.

⑶ According to the customer's favorite house type, give a more detailed explanation on the basis of affirmation.

⑷ Provide relevant explanations to customers’ doubts and help them overcome purchase obstacles one by one.

⑸On the basis of the customer's 70% recognition, try to persuade him to place a deposit to purchase.

⑹ Create an on-site atmosphere in a timely manner and strengthen the desire to buy. ⑺⑻

Notes

⑴ When taking a seat, pay attention to placing the customer within a range where the business is pleasant and easy to control.

⑵Personal sales materials and sales tools should be fully prepared to respond to customer needs at any time.

⑶ Understand the real needs of customers.

⑷ Pay attention to communication and cooperation with on-site colleagues to let the on-site manager know which household the customer is looking at.

⑸ Pay attention to judging the customer’s sincerity, purchasing ability and probability of transaction.

⑹ The on-site atmosphere should be created in a friendly and controlled manner.

⑺The explanation of the product should not contain exaggerated and fictitious elements.

⑻The on-site manager shall be responsible for the work that is not within the scope of his/her authority.

Process 5: Take a tour of the site

Basic actions

⑴ Combine the current situation of the construction site and surrounding characteristics and introduce it while walking.

⑵ Combine the floor plan and planning drawings to let customers truly feel about the house they have chosen.

⑶ Say as much as possible to attract customers to you.

Notes

⑴ The route to the construction site should be planned in advance, and attention should be paid to the cleanliness and safety along the route.

⑵ Instruct customers to wear safety helmets and other personal belongings.

Process 6: No transaction has been completed yet

1. Basic actions

⑴ Prepare a copy of the sales materials and posters to the customer and ask them to consider carefully or do it on their behalf spread.

⑵ Tell the customer again the contact information and phone number, and promise to provide voluntary house purchase consultation for him.

⑶ Make an appointment again with interested customers to see the house.

2. Notes

⑴Customers with or without transactions are still customers, and sales staff should be cordial and consistent.

⑵ Promptly analyze the reasons for unfinished transactions or pending transactions and record them in the record.

⑶ Report the reasons why the transaction has not been completed or has not been completed yet, to the on-site manager, and take corresponding remedial measures depending on the specific situation.

Process 7: Fill in the customer information form

Basic actions

⑴ Regardless of whether the transaction is completed or not, fill in the customer information form immediately after receiving a customer.

⑵ Fill in the customer’s contact information and personal information, the customer’s requirements for the product, and the real reasons for the transaction or failure to complete the transaction.

⑶ According to the possibility of closing the transaction, fill it out carefully into four levels: very promising, promising, average, and little hope, so that you can track the customer in the future.

Notes

⑴Customer information should be filled in carefully, the more detailed the better.

⑵Customer information represents the salesperson’s cornucopia and should be kept properly.

⑶Customer levels should be adjusted periodically based on specific circumstances.

⑷ Every day or every week, the on-site manager should hold regular working meetings to review the sales situation based on the customer information sheet and take corresponding measures.