High score of real estate sales process

This is a specific "real estate sales process". Seeing that the landlord gave such a high score, I also attached a copy of "Basic Flow of Field Sales"!

The specific process of real estate sales

The first section to find customers

First, the source channels of customers

If you want to sell the house, you must first find effective customers. There are many sources of customers, such as telephone consultation, real estate exhibition, on-site reception, promotional activities, home visits, friend introductions, etc.

Most customers make phone calls through advertisements made by developers in newspapers, television and other media, or get project information in exhibitions and promotional activities. If they feel that they meet their requirements, they will take time to visit the project sales office in person or introduce them through friends.

Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will come to visit the site; And the customers introduced by friends have a better understanding of the project, and the copies meet their own requirements and have a strong purchase intention.

Second, answer the hotline.

1. Basic operation

(1) Answer the phone in a friendly manner and with a friendly voice. Usually take the initiative to say hello: "Hello, X X Garden or Apartment", and then start a dialogue.

(2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. on the phone. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers.

(3) in the conversation with customers, try to get the information we want:

The first requirement is personal background information such as the customer's name, address and contact number.

The second requirement is the information about the specific requirements of products such as price, area and pattern that customers can accept.

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

(4) The best way is to invite customers to see the house directly.

(5) Give the name of the salesman before you hang up (if possible, you can leave the salesman's own mobile phone number and pager number for the customer to consult at any time), and once again express the hope that the customer will come to the sales office to see the house.

(6) Record the obtained information on the customer visit form immediately.

2. Preventive measures

(1) When answering the phone, pay attention to the company's requirements (before the sales staff take up their posts, the company should conduct training and unify the requirements).

(2) Before the advertisement is released, you should know the contents of the advertisement in advance and carefully study how to deal with the problems that customers may involve.

(3) On the day of the advertisement, there are many telephone calls, and time is precious. So answer the phone in 2 to 3 minutes, not too long.

(4) When answering the phone, try to change from passive answer to active introduction and inquiry.

(5) Invite the customer to specify a specific time and place and tell him that you will be special.

(6) To sort out and summarize the customer's call information in time, and fully communicate with the site manager and advertisement producer.

(7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interviews and introductions.

Section 2 On-site Reception

On-site reception, as the most important part of sales, should be paid special attention by sales staff. All the work in the early stage is to prepare for customers' door-to-door.

First, meet the customers.

1. Basic operation

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

(2) The sales staff immediately came forward to give a warm reception.

(3) Help customers pack rain gear and put clothes and hats.

(4) through casual greetings, identify the authenticity of customers, understand the region where customers come from and the media they accept (from which media they learned about the real estate).

(5) Ask whether the customer has contacted other salesmen. If he is a customer of another salesman, please wait a moment and be received by the salesman; If it is not another salesman's customer or the salesman is absent, introduce the customer enthusiastically.

2. Preventive measures

(1) Sales personnel should be well dressed and friendly.

(2) reception of customers or one person, or one master and one helper, limited to two people, no more than three people. ,

(3) If it is not a real customer, it is still necessary to provide a document for a concise and warm reception.

Second, introduce the project

After polite greetings, you can give a brief description of the project (such as orientation, building height, configuration, surrounding environment, etc.). ) Use the sand table model to let customers form a general concept of the project.

1. Basic operation

(1) Exchange business cards, introduce each other, and learn about customers' personal information.

(2) Introduce products naturally and emphatically (mainly describe lots, environment, transportation, supporting facilities, building facilities, main building materials, etc.). ) According to the sales line planned by the sales site and with the sales props such as light boxes, models and model rooms.

2. Preventive measures

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

(2) sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them. (3) Correctly grasp the real needs of customers through conversation, and quickly formulate their own coping strategies accordingly.

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

(5) In the process of explaining the vehicle model, you can inquire about the customer's needs (such as area, purchase intention, etc. After explaining the model, you can invite him to visit the model room. In the process of visiting the model room, the sales staff should make some auxiliary introductions around the advantages of the project to cater to customers' preferences.

Third, show the scene.

In the sales office made a basic introduction, visited the model room, to lead customers to visit the project site.

1. Basic operation

(1) Combined with the present situation and surrounding features of the construction site, it is introduced while walking.

(2) According to the room plan, let customers feel the tenants they choose.

(3) Talk as much as possible, so that customers will always be attracted to you.

2. Precautions.

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

(2) Require customers to carry safety helmet (see delivery room) and other items.

Section III Negotiation

I. Preliminary negotiations

After the model room and site visit, customers can be guided to the negotiation area for preliminary negotiation.

1. Basic operation

(1) pour tea, guide customers to the sales table, give them project information, and introduce the price and payment method of the project.

(2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction.

(3) According to the units that customers like, on the basis of affirmation, make a more detailed explanation.

(4) According to the customer's requirements, calculate the price, down payment, monthly repayment and various related procedures of the floor unit that the customer is satisfied with.

(5) Explain customers' doubts and help customers overcome the purchase obstacles one by one.

(6) Create the scene atmosphere in time and strengthen their purchasing desire.

(7) On the basis of the customer's 70% approval of the product, try to persuade him to make a down payment.

2. Preventive measures

(1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control.

(2) To prepare personal sales materials and sales tools to meet the needs of customers at any time.

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

(4) Sales personnel should avoid providing too many choices when providing customers with the choice of apartment type and floor according to the sales situation. According to the customer's intention, two or three floors are generally provided.

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

(6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers.

(7) The atmosphere should be natural and friendly, and the temperature should be well controlled.

(8) The description of the product should not contain exaggerated or fictitious elements.

(9) Commitments not within the scope of authorization shall be reported to the site manager for approval.

After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his contact information (it is best to ask the customer when it is convenient to contact) and express the hope that a decision can be made as soon as possible (the expression should not be too straightforward, and it is strictly forbidden to exaggerate the sales situation). Finally, they should be sent out to say goodbye. Individual customers with strong intentions can take the form of collecting a small deposit, and declare to them that their favorite company can keep it for them (the retention time should not exceed 3 days), which will help customers make a purchase decision earlier. The timing of this way is determined by the sales staff according to the on-site situation.

Second, the transaction has not been completed.

1. Basic operation:

(1) Prepare a sales poster and other materials for customers to carefully consider or spread on their behalf.

(2) Inform the customer's contact information and telephone number again, and promise to conduct voluntary house purchase consultation for them.

(3) Re-arrange the viewing time for interested customers.

(4) Send the guests to the door or the elevator.

2. Preventive measures

(1) Customers who haven't made a deal or haven't made a deal are still customers, and the sales staff should be kind and consistent.

(2) timely analysis of the real reasons for not closing or not closing, and put it on record.

(3) Report to the site manager the unfinished transaction or the reasons for the unfinished transaction, and take corresponding remedial measures according to the specific situation.

The fourth quarter customer tracking

First, customer tracking.

1. Basic operation

(1) In case of busy interval, contact customers according to customer level and report orally to the site manager at any time.

(2) For A-and B-level customers, the sales staff should be listed as the key targets, keep close contact and try their best to convince them.

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

(4) Regardless of whether the transaction is concluded in the end, please tactfully ask the customer to help introduce the customer.

2. Preventive measures

(1) When tracking customers, we should pay attention to the choice of topics, and don't give customers the impression that sales are not good and sales are hard.

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

(3) Pay attention to the changes in tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities.

Section 5 Signing a Contract

First, the transaction received a deposit.

1. Basic operation

(1) When the customer decides to buy and pay the deposit, he will tell the site manager with the sales control response.

(2) Congratulations to customers.

(3) according to the specific situation, collect small or large deposits from customers and inform customers of the behavioral constraints of buyers and sellers.

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

(5) Collect the deposit and ask the customer, sales agent and site manager to sign for confirmation.

(6) Fill in the order form and send it to the site manager together with the deposit for the record.

(7) Deliver the first copy of the order (customized copy) to the customer for signing, and inform the customer to bring the order when filling the order or signing the contract.

(8) Determine the date of paying the deposit or signing the contract, and inform the customer in detail of all matters needing attention and all kinds of certificates that need to be brought together.

(9) Congratulations to the customer again.

(10) escort the guests to the door or the elevator room.

2. Preventive measures

(1) Work closely with the site manager and other sales staff. Make and maintain websites.

(2) When customers are slightly interested in a certain unit or decide to buy it, but the funds are insufficient, it is an effective way to encourage customers to pay a small deposit (above 500 yuan).

(3) The amount of small deposit is small, and its main purpose is to make customers care about our property.

(4) The deposit (large deposit) is a part of the contract. If either party breaches the contract without reason, it shall be compensated according to the deposit.

(5) The lower limit of the deposit amount is 6,543.8+0,000 yuan, and the upper limit is 20% of the total house price. The purpose is to ensure that the customer finally signs the contract.

(6) The retention date of the deposit is generally limited to 3-7 days. After that, the deposit will be confiscated and the retained units will be introduced to other customers free of charge.

(7) The time interval between the deposit and the signing date should be as short as possible to avoid various complications.

(8) Discounts and other conditions shall be reported to the site manager for approval.

(9) After the order is completed, carefully check whether the room type, area, total price and deposit are correct.

(10) The deposit collected must be collected accurately.

Second, the deposit should be made up.

1, basic action

(1) Fill in the paid supplementary amount in the down payment column.

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

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

(4) If the bill is re-billed, the large deposit certificate shall be filled in according to the contents of the small deposit certificate.

(5) Tell the customer in detail all matters needing attention of the signing date and all kinds of certificates needed.

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

2. Preventive measures

(1) Before the agreed replenishment date, contact the customer again to confirm the date to ensure accuracy.

(2) After completion, check again whether the number of households, area, total price and deposit are correct.

(3) Report the details to the site manager for the record.

Third, change households.

1. Basic operation

(1) In the column of ordered houses, fill in the room type, area and total price after the house change.

(2) If there is any change in the compensation amount and signing fee, the number of households after the household change shall be the main one.

(3) indicate which household is changed to which household in the blank space.

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

2. Preventive measures

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

(2) Take back the original order.

Fourth, sign a contract.

1. Basic operation

(1) Congratulations to customers for choosing our house.

(2) Check the original ID card, and review its purchase qualification.

(3) Show the model text of the pre-sale contract of commercial housing, and explain the main terms of the contract one by one:

A. the name and domicile of the long-term transferee;

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

C. the nature of land ownership;

D. acquisition method and use period of land use right;

E. the nature of real estate planning and use;

The plane layout, structure, building quality, decoration standards, ancillary facilities and supporting facilities of the house; 7. The price, payment method and time limit of real estate transfer;

H. date of real estate payment;

1. Liability for breach of contract;

J. methods of dispute settlement.

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

(5) Sign the contract, collect the first installment payment according to the contract, and pay the down payment accordingly.

(6) Take back the order and submit it to the site manager for the record.

(7) Help customers apply for registration and bank loans.

(8) After the bank loan is registered and put on record, a copy of the contract shall be given to the customer.

(9) Congratulate customers outside the gate or in the elevator room and see them off.

2. Preventive measures

(1) Prepare the model contract text in advance.

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

(3) When signing the contract, if the customer has unconvincing problems, report to the site manager or a higher level supervisor.

(4) It is best for the house owner to fill in the specific terms when signing the contract, and it must be signed and sealed by himself.

(5) The contract was signed by others, and the power of attorney given by the householder to the agent had better be notarized.

(6) When interpreting the terms of the contract, we should focus on the customer's position emotionally, so that they can have a sense of identity. ,

(7) After the contract is signed, it shall be submitted to the real estate transaction management institution for review in time, and reported to the real estate registration institution for registration.

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

(9) If the customer's problem can't be solved and the contract can't be completed, please ask the customer to return the goods first and make an appointment in exchange for a discount from both parties.

(10) Check the contract signing in time and take corresponding measures if there are any problems.

Verb (abbreviation for verb) to cancel an account.

1. Basic operation

(1) Analyze the reasons for account cancellation, and determine whether it is possible to cancel the account.

(2) Report to the site manager or superior supervisor for confirmation and decide to cancel the account.

(3) Settlement of relevant funds.

(4) Take back the invalid contract and submit it to the company for filing.

(5) business is not friendship, seeing off guests outside the gate or in the elevator.

2. Preventive measures

(1) Matters related to fund transfer need to be signed by both parties for confirmation.

(2) If the dispute cannot be settled, it may be submitted to an arbitration institution for mediation or a people's court for adjudication.

Section 6 Check-in

1. Information that customers need to submit when they check in.

1, copy of the contract

2. Proof of house payment (receipt or invoice)

3. Inspection certificate (ID card or other relevant documents)

4. Pay the balance of the house payment.

5 property management fees (quarterly or annual) and public maintenance funds.

6. Decoration commitment (optional) and parking space rent (optional)

Two. Check-in information submitted by the developer:

1. house quality inspection certificate

2. Instructions for use of the house

3. Property management convention (signed by clients and property management companies)

4. Description of acceptance project

5. Property management fee provided by the property

Third, the flow path:

1. Complete the developer's move-in preparation process-acceptance by the surveying and mapping team-obtaining the quality inspection certificate-instructions on the use of the house, and issue the move-in notice.

2. Customer registration process

The customer goes to the property management company to go through the check-in formalities with the occupancy notice, identification certificate, copy of the contract and payment voucher-the developer issues the house quality inspection certificate, the acceptance project description (optional) and the house use manual-the customer makes up the total house payment-the property management company signs a property management convention with the customer-the property management company provides the property management fee standard to the customer-the parking space is set (optional)-the customer pays the property management fee (according to the property).

Basic process of on-site sales

Process 1: Answer the phone

basic element

(1) answered the phone with a friendly attitude and a friendly voice. Generally take the initiative to say hello to "Zhongfoshan Road Pedestrian Commercial Street, hello!" Then he started talking.

⑵ Usually, customers will ask questions about price, location, area, apartment type and bank mortgage. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate products and rewards.

(3) When talking with customers, try to get the information you want, such as the customer's name, address, telephone number, acceptable price, area, apartment type, product requirements, etc.

(4) directly invite customers to the marketing center to watch the model.

5] Immediately record all inquiries on the customer's call sheet.

2. Precautions.

(1) Before the sales staff officially take up their posts, they should be systematically trained and speak in unison.

⑵ Understand all the contents of advertisements published by us, carefully study and seriously deal with the problems that customers may involve.

(3) Control the time of answering the phone. Generally speaking, it is advisable to answer the phone in 2-3 minutes.

(4) The adaptation of telephone answering has changed from passive answering to active introduction and inquiry.

5] When inviting a customer, specify the specific time and place, and tell him that you will wait specially.

[6] Organize and summarize customer call information in a timely manner, and fully communicate with the site manager and the imagination division of CUHK.

Process 2: Welcome customers

basic element

(1) When customers enter the door, everyone who sees them should take the initiative to meet them and politely say "Welcome" to remind other salespeople to pay attention.

(2) Sales personnel should immediately come forward to receive warmly.

(3) Help guests pack rain gear and put clothes and hats.

(4) Distinguish the authenticity of customers by greeting them at will, and know the region and the accepted media.

Matters needing attention

(1) Sales personnel should be well dressed and friendly.

(2) Generally, only one customer is received at a time, with no more than two people at most.

(3) If you are not a real customer, you should also pay attention to the cleanliness and personal appearance of the site, so as to leave a good impression on the customer at any time.

(4) Whether the customer decides to buy on the spot or not, send the customer to the door of the marketing center.

Process 3: Introduce the product

basic element

(1) Understand the personal information of customers.

(2) Introduce products naturally and emphatically (focusing on environment, geomantic omen, product functions, general situation of pedestrian street, main building materials, etc.). )

2. Preventive measures

(1) Emphasize the overall advantages of the pedestrian street.

(2) Sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them.

⑶ Correctly grasp the real needs of customers through conversation, and quickly formulate coping strategies accordingly.

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

Process 4: Purchase negotiation

basic element

(1) Pour tea, greet customers and guide them to the sales table.

⑵ When the customer does not take the initiative, he should immediately take the initiative to choose a household for tentative introduction.

(3) According to the customer's favorite apartment, on the basis of affirmation, make a more detailed explanation.

(4) Explain customers' doubts and help customers overcome the purchase obstacles one by one.

5] On the basis of the customer's 70% approval, try to persuade him to make a down payment.

[6] Create the scene atmosphere in time and strengthen the desire to buy. ⑺⑻

Matters needing attention

(1) When taking a seat, pay attention to putting the customer in a pleasant and easy-to-control area.

⑵ Prepare personal sales materials and sales tools to meet customers' needs at any time.

⑶ Understand the real needs of customers.

(4) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which household the customer is looking at.

5] Pay attention to judge the sincerity, purchasing power and transaction probability of customers.

[6] The atmosphere should be friendly and the temperature should be well controlled.

(7) The description of the product shall not be exaggerated or fictitious.

If it does not belong to its own authority, it should report to the site manager if it promises.

Process 5: Show the scene.

basic element

(1) Combined with the present situation and surrounding characteristics of the construction site, it is introduced while walking.

⑵ Combine the floor plan with the floor plan, so that customers can truly feel their choice of households.

⑶ Talk as much as possible to attract customers.

Matters needing attention

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

(2) Please ask customers to carry safety helmets and other items with them.

Process 6: There is no transaction yet.

1, basic action

(1) Prepare a sales material and poster for customers to carefully consider or spread on their behalf.

⑵ Inform the customer's contact information and telephone number again, and promise to do voluntary house purchase consultation for them.

(3) Re-arrange the time for interested customers to see the house.

2. Preventive measures

(1) The customers who have clinched or failed to clinch a deal are still customers, and the sales staff should be kind and consistent.

⑵ Analyze the reasons for not closing the case or not closing the case in time and put it on record.

(3) Report to the site manager the reasons for not closing or not closing, and take corresponding remedial measures according to the specific situation.

Process 7: Fill in the customer data sheet.

basic element

(1) Whether the transaction is completed or not, fill in the customer information form immediately after receiving the customer.

⑵ Fill in the contact information and personal information of the guest, the customer's requirements and conditions for the product and the real reason for the transaction or not.

(3) According to the possibility of clinching a deal, fill it out carefully in four levels: promising, promising, average and hopeless, so as to track customers in the future.

Matters needing attention

(1) Customer information should be filled in carefully, and the more detailed the better.

⑵ Customer information is a cornucopia of salespeople, so it should be properly kept.

⑶ The customer grade should be adjusted by stages according to the specific situation.

(4) Every day or every week, the site manager should hold regular working meetings to review the sales situation according to the customer data table and take corresponding measures.