How to ask the customer if there are any projects now?

1. The customer only wants a rough quotation for what he wants to do. What should he answer?

A: I'm sorry, please allow me to explain to you: the cost of your decoration needs to be determined in three aspects before it can be estimated: (1) approximate design scheme; (2) the price you choose. Our company has two levels, which are mainly divided according to the grade of materials, the standard of technology and the grade of construction team. Of course, you can make a preliminary choice according to your economic ability. Our prices at each level will give you a high quality price ratio. (3) If you are uncertain about the above three aspects, we will give you a systematic quotation. This quotation is not very deceptive and is strictly prohibited by our company. Please give us the floor plan of your home and the size of each room. In about half an hour, we can make a basic budget for you.

2. What should customers say when they think our quotation is higher than that of other companies?

Answer: the cost of your home decoration is not cost-effective, and it cannot be simply measured by price. A more accurate measure should be the ratio of quality to price. The quality mentioned here includes three aspects: (1) the grade of materials, (2) the level of technology and (3) the quality of engineering. Talk about the price level when there are three uncertainties or compare the prices of two companies when there are three uncertainties. It is also easy for customers to be deceived and suffer losses, such as brushing a door. A company paints doors for 40 days, so the public fee for painting doors is 140 yuan. Company B used 70 days' work to complete the grinding process. It takes two days, so the price of the door and the quality of the paint can be imagined.

3. When the customer asks why the main material price of a decoration project is not high, but our company's is higher, what should be the answer?

A: Sorry. You may have overlooked many factors, such as auxiliary materials, labor costs, secondary handling fees, machine wear and tear costs, management fees, taxes, and reasonable profits of the company. In the price you see. In some projects, the formula cost is much higher than the material price, so when all the costs are added up, the quotation naturally appears to be much higher than the main material price. If the price is simply higher than the material price, because our company has long-term and fixed cooperative relations with many well-known brand building materials manufacturers.

4. When the customer asks why the factory floor grid is low and our company's price is high, what should be the answer?

A: I'm sorry, that's right. Wood flooring manufacturers make profits by selling products. In order to sell products, wood floor manufacturers often hire workers with low labor cost and low technical level to pave. Although the price is low, the quality is also poor.

5. When the customer asks the company what is the difference between intermediate and intermediate quotation, what should he answer?

A: Our second quotation is mainly based on the needs of customers. Their main differences are: (1) the grades of raw materials are different; (2) The construction technology is different; (3) The level and labor remuneration of construction teams at all levels are also different. But no matter what level of quotation you choose, we will provide you with the same warm and perfect service, and its quality and price are higher than other companies.

6. When a customer asks why the main materials and auxiliary materials (such as wall and floor tiles) used in a construction project are different in different levels of quotation, but the project quotation is different, how should he answer?

7. When a customer asks, "Your company does so many advertisements, does it spread all the expenses to our customers?" What's your answer?

A: Please rest assured that our company is taking the road of "branding and scale". Although we do a lot of advertising, because of the large scale of the company, the amortization rate of advertising fees is as low as that of small companies, which is also one of the advantages of revolutionary words. In addition, in view of our company's popularity and influence in the home improvement industry, many media reports on us are free or preferential. So, you don't have to worry about bearing our advertising expenses.

8. When the customer asks about the proportion of materials, labor and profit in the quotation, how should he answer?

A: The direct material cost and direct labor cost account for about 75% of the total cost, while the rent and salary of designers, supervisors and other managers account for about 20%, and the company's profit is generally around 5%.

9. When the customer asks if we can offer more price concessions, how should we answer?

A: After entering the decoration market, decoration companies follow the general law of "market", that is, due to the fierce competition of many companies, prices are getting lower and lower, services and quality are getting higher and higher, and the profits of each company are getting lower and lower and tend to be consistent. The prices of our companies are the same, and the profits of each company are already quite low. However, with the intensification of competition in the home improvement market, some non-standard companies have reduced their prices and even made substantial concessions in order to undertake projects. People in the industry know very well that the essence of promotional activities is not for profit, because our profit is far from reducing prices. In fact, it is to cut corners in construction projects and the inferior quality that comes with it. As a leading enterprise in the home improvement industry, our company is a star enterprise with considerable brand awareness, and Beijing Building Decoration Association can be trusted. We insist on providing quality projects for our customers. High-quality service, and according to the "Beijing family decoration quality". By lowering technical standards and quality standards, we will resolutely put an end to the occurrence of reserve prices. Therefore, it is difficult for us to make concessions under the current low profits.

10. When the customer asks; What should I say when making a project budget now? Will there be big changes in the future?

A: When you decide whether the renovation project plan has changed, our quotation will generally not change. But sometimes there are some deviations from the actual situation when making project budget through drawings. Of course, this deviation cannot exceed 65,438+00% of the actual cost. In addition, there are some projects, such as the renovation of hydropower, which can only be obtained after the project is completed. Of course, if you modify or increase or decrease our original design during the project construction,

1 1. When the customer disagrees with the payment method of "60% down payment, 35% middle payment and 5% after acceptance", what should be the answer?

A: sorry, that's right. At present, the contracts used by regular home improvement companies are all models formulated by Wenzhou Architectural Decoration Association. We have no right to understand any of them. The terms of payment are the same. The reason why Wenzhou Decoration Association requires this is to ensure the interests of home improvement consumers through standardized management. Therefore, it is most beneficial for you to rely on legal means to protect your legitimate public welfare in the future. If it is changed, we will not be recognized by the market quality inspection department. You will also be recognized.

12. When a customer asks why the property management department has charged the garbage clearance fee, what should you answer?

A: Sorry. That's right. The garbage cleaning fee charged by our company refers to the cost of transporting your garbage to the garbage dump designated by the property management department in the community, including labor and garbage packaging bags, while the garbage cleaning fee charged by the property management department refers to the cost of transporting the garbage piled up in the community to the designated garbage dump outside the city.

13. When the customer asks why the property management fee and the property deposit must be borne by the customer, how to answer?

A: Sorry. That's right. Our budget for you does not include property management fees and property management deposits. Therefore, although some property management companies emphasize that the property management fee and the property management deposit should be paid by the decoration company on the pretext of protecting the interests of customers, we are not obliged (most of them are arbitrary charges) and unable to pay these two fees. And most of the property deposits are traps set by the property. After the completion, we often use various excuses and reasons to return it, more or less late. Our company is a very formal brand-name enterprise. It is impossible for us to squeeze out this part of the decoration cost of customers and pay it to the owners like other companies. You have the upper hand when dealing with the property, so it is better for you to pay for this part of the expenses. Of course, if we damage the property or violate the property management regulations during the construction, the property deposit you pay will be fined. We will undertake the corresponding departments reasonably.

14. But the customer asked why the deposit was paid in front of the house and the deposit could not be refunded. What should be the answer when dealing with it?

A: Sorry. That's right. The significance of the deposit is your reputation, quality and our design/,and our price is basically recognized. At present, many customers want our company to decorate their homes. We are very strict in hiring designers to ensure the decoration level. Therefore, our company is working at full capacity. At present, we can only provide room service for those customers who decide to pay the down payment. Of course, in order to ensure your interests, we will try our best to exchange views with you before paying the down payment, let you know the approximate quotation and introduce the company to you as much as possible. Remind you to carefully consider that the difference between the first quotation and the measured quotation will not exceed 10% under the condition that the project remains unchanged. Secondly, in terms of design, we are generally a design team, and the final review by the supervisor will definitely satisfy you. After paying the deposit, we will start the measurement and design work for you, so the deposit will not be refunded under normal circumstances. The deposit you paid will be deducted from your final payment.

15. When the customer asks what is the other part of the quotation, how does the sense of superiority answer?

A: Another calculation method means that some expenses are not included in the quotation of the project.

16. But when the customer asks why the payment is invoiced at the head office, what should we answer?

A: Sorry. That's right. As enterprises in the home improvement market, we should pay taxes to the management department of the home improvement market in a unified way. If we invoice, we have to pay taxes twice. Therefore, we need to charge an additional 3.3% tax.

17. When the customer asks whether the rainy season construction will affect the construction quality, how to answer?

Answer: To tell the truth, there is no really suitable season for decoration in Wenzhou. For example, some people think that autumn decoration is good, but after summer, the moisture content of wood is high. The climate is getting dry in autumn and winter. Coupled with heating and baking, it was found that the veneer shrank, deformed and cracked after evaporation of water. Of course, seasonal construction also has some problems. But we have accumulated rich construction experience in many years of engineering practice and have a set of effective methods. For example, our company enters the market in advance through the solid wood line to solve the problem of high moisture content of wood. Standing for a long time can effectively prevent future shrinkage and deformation. Aiming at the problem that the air is humid and the paint is easy to fog, we add boiling water to the paint. In addition, because wood plywood is not affected by humidity changes, solid wood is rarely used in the oil mixing process. We recommend that customers use oil mixing, which is novel and beautiful, and can be foolproof in rainy season construction. More importantly, the quality of decoration is not determined by the season.

18. When the customer asks the company how to ensure the use of real materials in the construction, how to answer?

A: Please feel free about the quality of the materials. As a leading enterprise in Wenzhou's home improvement market, our company has established a fairly high brand image among Wenzhou's home improvement consumers, and the economy will be seriously damaged, so we pay more attention to the quality of materials than our customers. The brand image and economy of our company will be seriously damaged. Therefore, we pay more attention to the quality of materials than our customers and are very cautious in the choice of building materials. Materials are purchased by the company's engineering director. After the materials enter the site, they should be approved by customers. In the course of the project, the company's inspectors should conduct a comprehensive inspection of materials and processes, and the company's customer service personnel, engineering manager or the company's deputy general manager in charge of the project should also conduct spot checks to ensure the quality of materials.

19. When the customer asks, "I have a small amount of materials that I want to use in the project. Will you decorate them for me? " What should I say?

A: Yes, but our company has a unified and standardized quotation system. In order to ensure the interests of every customer, we must quote in strict accordance with the unified and standardized procedures. Therefore, in the early quotation, we should also make a unified quotation according to the company's relevant procedures, and in the mid-term budget and final accounts, we can deduct the corresponding price.

20. When customers ask about the difference between solid wood and solid core, how should they answer?

Answer: solid wood is the real material, and the internal and external materials are the same (but not necessarily the whole piece of wood); 00-8-4 and the solid core is mainly multi-layered, which has the advantages of reducing the deformation caused by the mutual stress surfaces inside the wood and the appearance of the mouth is roughly the same as that of the wood.

2 1. When a customer asks whether it is better to lay solid wood or composite floor, what should he answer?

Answer: The solid wood floor feels good, the texture and color are natural, and the hardness is slightly poor. Baked solid wood floor adopts imported UV paint, which does not need maintenance, but the solid wood floor is very different in texture and color, so it needs keel when paving, and the price is relatively high; High-strength flooring has high hardness, good wear resistance, simple and convenient paving and low price, but the limb feeling is slightly poor. Solid wood flooring composite flooring absorbs the advantages of high-strength composite flooring, such as good foot feel, natural texture and color, and simple installation. The price is between solid wood floor and high-strength floor, but the hardness is the worst of the three.

22. When customers ask whether it is better to lay floor tiles or stones, what should they answer?

A: There are many varieties and colors of floor tiles, and the prices are relatively low. Stone is relatively high-grade, but the price is higher. For example, floor tiles with a price of-0/00 yuan per square meter belong to the top grade of bricks, while inferior products with a price of-0/00 yuan per square meter. In addition, the stone is a little cooler than the foot of the floor tile. If the economic situation is good, you can choose high-grade stone, which is easier to produce results. Otherwise, it is better to choose floor tiles.

23. When a customer asks whether it is better to clean oil or mix oil, what should he answer?

A: The main difference between clear oil and mixed oil lies in the different expressive force. Clear oil is mainly good at expressing the texture of wood, and the texture of hardwood is mostly beautiful, so clear oil is mostly used on hardwood. Mixed oil mainly shows the color of paint itself and the shadow change of wood grain itself, which is not very essential. Plywood and cork density board can be used.

24. When customers ask whether to install plastic or aluminum alloy windows or wooden lattice windows, what should they answer?

A: Plastic steel windows have good air tightness, water tightness, sound insulation, moisture retention and heat insulation, but the price is higher; Aluminum alloy window is easy to make on site and low in price, but its air tightness, water tightness, sound insulation, moisture retention and heat insulation are lower than those of plastic steel window. The advantage of wooden lattice window is mainly decorative, but it should not be used alone.

25. When customers ask about the advantages and disadvantages of buying furniture and decorating furniture made on site, how should they answer?

Answer: The main advantages of the purchased furniture; (1) It is machined; (2) Painting in a dust-free workshop has high appearance accuracy; (3) Due to industrial production, the price is relatively low; The main advantages of on-site furniture are: (1) high degree of personalization and coordination with the overall decoration style, especially designers often use furniture design to make the overall decoration style; (2) It uses the foundation.

26. When a customer asks if the heating can be changed, what should he answer?

A: Sorry, it can't be changed in principle. Because it is impossible to carry out inhibition experiments after modification, it is impossible to know whether there is any problem after modification, and the property management department is generally not allowed to modify it, otherwise they will not be responsible for maintenance.

(In general, you don't need to answer the following questions. If a customer insists on changing, we will let him sign a construction responsibility guarantee with our company after obtaining the signature of the property department. If there are problems such as water leakage after replacement, our company is only responsible for maintenance and does not bear other losses. )

27. When a customer asks, "Is the decoration level of your company ok?" What should he say?

A: We are a trustworthy enterprise and a star enterprise designated by the Home Improvement Committee of Wenzhou Building Decoration Association. Every home improvement design scheme is completed by 3-5 designers, and we strive to improve every home improvement project. Our reasonable and moderate project quotation is well received by the vast number of home improvement consumers and will not let you down.

28. When customers ask about quality problems during or after construction, how should they answer them?

Answer: When there is a problem with your home project, you should contact the company's complaint reception staff by telephone in time. The complaint reception staff will quickly feedback the quality problems of your home project to the relevant personnel of the company, and we will let the temporary workers arrive at the scene at the first time to coordinate all aspects and solve the quality problems.

29. When the customer asked, "You asked about the management of the company, so many people, did you spread the management expenses in our guest room? What's your answer?

Answer: Don't worry. Our company has a large scale and a high monthly output value, so the management cost of each project is low. The reason why our company attaches so much importance to management is to ensure the interests of customers. In this process, you will get more quality assurance and excellent service than other companies. For example, if you buy a refrigerator, you will choose Haier instead of a miscellaneous brand, because you not only need a merchant's product, but also

30. When a customer asks whether the one-year warranty period can be extended, what should he answer?

A: sorry, that's right. The after-sales service provided by the home improvement industry with a one-year warranty period is not formulated by our company itself, but is a common provision of the whole industry. This is because home decoration is different from general product consumption. After years of tests in different climates, there is generally no problem after the warranty period. Some companies put up the brand of two-year and three-year warranty, which is completely irregular market behavior. We have noticed that the life span of such companies is often short.

3 1. When a customer asks about the difference between an office and a branch office, how should he answer it?

A: The boutique design studio only undertakes middle and high-priced projects, and the project design cycle is often long, and the renderings are made. When a single design fee is needed, the teacher, like the boutique design room, will strive for perfection in terms of enthusiastic service and quality assurance of the project.

32. When customers ask us where the construction team is mainly composed of people and whether it is owned by the company, what should we answer?

A: The team of our company is mainly workers from Anhui and Jiangsu. At present, the company has more than 65,438+000 construction teams and more than 3,000 people. These construction teams have worked in our company for a long time and passed the test. The newly added construction teams are strictly selected by the company and belong to the best among the workers. They only took up their posts after strict training and examination by the company. The company conducts on-site training for the construction team at least twice a month to continuously improve the construction quality of the construction team. Customers often have a misunderstanding that the construction team, what kind of oiler and what kind of carpenter can provide quality assurance. In fact, no single construction team or any number of workers can guarantee you. Only through the strict management of the company and the guarantee of its strength and reputation can you get satisfactory quality and service.

33. When a customer asks about your personal work experience, how should you answer it?

A: I graduated from a university majoring in interior design and have been in the company for several months. First, * * * undertook the home improvement project, with a project amount of tens of thousands of yuan. I like the home improvement industry very much, and my ideal is to be an excellent interior designer, so I chose Kuoda Company because it can bring me more opportunities to realize my ideal. Similarly, when I provide you with home improvement services, please rest assured that I will be very serious. I have worked hard to make a design that can save you money. In addition, in order to better serve you, our company is the first home improvement company to set up a design team to make solutions for customers. Your responsible designer is me, but the scheme I made needs to be discussed by other team members, and the draft can only be finalized after being reviewed by the design manager, so the whole scheme will be full of collective wisdom, please rest assured.

34. The customer asks how much the designer of our company earns. What should he answer?

A: The design work in the home improvement industry is very labor-intensive, and it is often necessary to add night shifts to draw pictures, so the income is still high. Through the concerted efforts of employees in Qi Xin, our company has gained a certain popularity and a larger business volume, which is naturally higher than that of designers of depressed companies. At the same time, our company's reward system is still very rich.

35. What should I do if the construction materials are not good, I don't understand them, and I find them too late?

You can rest assured of that. First of all, when consulting for the first time, you can see "reference brands and prices of main building materials" in our (customer handbook); All kinds of main materials we use here have clear regulations. Secondly, when signing the contract, we will mark the main materials used in your home in detail in the annex to the contract. The specific contents include: origin, regulations, unit price, quantity, etc. , so you can know more about it. In addition, on the first day of construction, you have to accept the materials when they enter the site. If you find that the quality does not meet the requirements, you can ask for immediate replacement without signing (we can't start work without your signature).

36. If the construction period is delayed, isn't 3% penalty too small? Can you increase it? When customers have questions about payment methods, how to answer them?

Answer: No, because the contract we use is a unified home improvement contract in Wenzhou, and all the terms are strictly stipulated and scientific. If we change it privately and the market is not certified, you will lose the reasonable protection of the third party. Moreover, Party A and Party B may encounter unexpected things in the decoration process, in case the main materials you are responsible for purchasing do not arrive on time, or there are problems with the water, electricity and gas of the property.

37. Why is it more expensive to make a door than to buy one? Are they all beeches (or mixed oil)?

A: First of all, from the material point of view, most of the linings used for doors are MDF or particleboard, while our doors use large core boards or 9 cm boards or 5 cm boards. So from the point of view of durability, some doors are made, followed by higher ones. If the real door is a pure solid wood door, such as a pure beech door and a pure wicker door, it costs about 1000 yuan per square meter, then compare it with the door made.

38. When the customer asks if you can contract cleaning, what do you say?

A: Generally speaking, we don't do it. We don't think it's cost-effective for you. First of all, you may not be able to buy materials that meet quality standards unless you have this relationship. If something goes wrong in the future, it is difficult to determine whether it is because of our construction or because of the materials you bought, which is one of the reasons why the home improvement company does not do it. Another point is that you have to buy your own materials, including all kinds of materials, such as nails and cement.

39. PVC gusset plate or aluminum gusset plate for kitchen and bathroom?

Answer: These two materials have their own advantages, mainly depending on your economic conditions. PVC is more economical and has many colors. Aluminum gusset plate is good in material and durable, but its price is twice that of PVC plate. If the kitchen and bathroom area of rice is small, you can choose aluminum gusset plate, and the price may not be much higher.

40. If customers choose other brands of latex paint, how to calculate the unit price? What if the customer asks you to go out to work, lay your own materials and buy your own latex paint?

Answer: You can determine the unit price according to the price of the latex paint you choose, and compare it with the quotation of the latex paint with the same price in the company quotation sheet. JCI 5 L/barrel 140 yuan,12m2/L. If the price of latex paint selected by customers is the same as that of latex paint, you can refer to the quotation of latex paint. If the customer proposes to buy latex paint by himself, you can make a budget according to the quotation of the selected latex paint, and then subtract the price of the paint.

There are so many designers in the company, how can I choose the one that suits me?

A: The designers in our company work in groups. Generally, there are groups of three or four people, classified by style. You can tell me what you think first, and we will give you a clear plan after studying it. Besides, there are hundreds of designers in our company, and even a master of design director who graduated from the Central Academy of Arts and Crafts. If the design of our innovative company can't meet your needs, I believe other companies can't either. And the plan needs communication, and sometimes it needs to be revised.

42. When a customer talks, he only asks about the price, not about the design. What should he answer?

A: I don't know your specific idea, so I can't give you a detailed quotation, and the price of the same project is different in different decoration methods. Anyway, our company's design is based on use, followed by personality, and will allocate your every penny reasonably according to your needs. I can't just estimate the approximate price, because many people think it is a bit high because of the different grades and quotations, but there is basically no possibility of adding items or raising prices after signing the contract.

43. When a customer asks something like, "Why does a plaster line about 3 meters long cost 4 yuan money, while your one meter costs 18 yuan? Is it too dark? " ; How to answer such a question?

A: Our price system is divided into three parts. (1) material cost; (2) project cost; (3) various expenses. In addition to the main materials, there are many auxiliary materials, and the total price of different construction projects is different. Although the material cost of gypsum line is not high, the construction is difficult, the process requirements are high, and the labor cost accounts for a relatively large proportion. For example, a hamburger at McDonald's costs more than 10. If calculated by materials, there are only two sides and two pieces of meat. How can it be above 10 yuan? Obviously, your calculation method is not suitable.

44. Everyone wants the best construction team, and the level of the construction team in your company is definitely different. How can you ensure that the construction team assigned to me has the best construction quality?

A: We have carefully considered the choice of the construction team. After we received your test deposit, your list has been reported to the engineering department. After you sign the contract, the engineering department will finally choose the construction team suitable for your family construction requirements according to the items and requirements in your budget. Of course, you are free to choose the foreman you like.

45. The supervisor belongs to your company, so do the workers. Take care of yourself, it is inevitable to hide. How can our interests be guaranteed?

A: At present, only the engineering department and the quality inspection department are separated in our company. They are two departments that cooperate with each other and supervise each other, so there is no problem you are worried about, because the quality of the construction site directly affects their interests. The customer service department supervises them regularly and truthfully reports the records and opinions to the company leaders. Of course, you can also pay for another supervisor. Nevertheless, we will send our supervisor, because this is one of our jobs. Besides,