How to do case sales well?

First, find customers \x0d\x0d\ (First, the source of customers \ x0d \ 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. \ x0d \ x0d \ Most customers make phone calls through advertisements made by developers in newspapers, television and other media, or get project information at exhibitions and promotional activities. If they feel that they meet their requirements, they will take the time to visit the project sales office in person or introduce them through friends. \x0d\ Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will go to the field to have a look; 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. \x0d\\x0d\ (2) Answer hotline \x0d\ 1. Basic actions \x0d\\x0d\( 1) Answer the phone with a friendly attitude and a friendly voice. Usually take the initiative to say hello: "Hello, X X Garden or Apartment", and then start a dialogue. \x0d\(2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. on the phone. And sales staff should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers. \x0d\\x0d\(3) In the process of talking with customers, try to get the information we want: First, 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. \x0d\\x0d\(4) The best way is to invite customers to see the house directly. \x0d\\x0d\(5) Before you hang up, you should say the name of the salesman (if possible, you can leave the salesman's own mobile phone number and pager number for customers to consult at any time), and once again express your hope that customers will come to the sales office to see the house. \x0d\\x0d\(6) Record the obtained information on the customer's visit form immediately. \x0d\\x0d\2。 Precautions \x0d\( 1) Pay attention to the company's requirements when answering the phone (the company should conduct training and unify the requirements before the sales staff take up their posts). \x0d\\x0d\(2) Before the advertisement is released, you should know the content of the advertisement in advance and carefully study how to deal with the problems that customers may involve. \x0d\\x0d\(3) On the day of advertisement release, there were a lot of telephone calls, and time was precious. So answer the phone in 2 to 3 minutes, not too long. \x0d\\x0d\(4) When answering the phone, try to change from passive answer to active introduction and inquiry. \x0d\\x0d\(5) Invite the customer to specify the specific time and place and tell him that you will be special. \x0d\\x0d\(6) Customer's call information should be sorted and summarized in time, and fully communicated with the site manager and advertising producer. \x0d\\x0d\(7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interview and introduction. \x0d\\x0d\ II。 On-site reception \x0d\\x0d\ (1) greets customers \x0d\ 1. Basic actions \x0d\\x0d\( 1) When customers enter the door, every salesperson who sees them should take the initiative to say hello. " \x0d\(2) The sales staff immediately came forward to receive it warmly. \x0d\\x0d\(3) Help customers pack rain gear and put clothes and hats. \x0d\(4) Distinguish the authenticity of the customer through casual greetings, and know the region where the customer comes from and the media he accepts (from which media he learned about this property). \x0d\\x0d\(5) Ask the customer if he has contacted other salesmen. If it is a customer of another salesman, please wait for the salesman to receive the customer; If it is not another salesman's customer or the salesman is absent, you should introduce the customer enthusiastically. \x0d\\x0d\2。 Precautions \x0d\( 1) Sales staff should be well dressed and friendly. \x0d\\x0d\(2) Receiving customers or one person, or one master and one helper, limited to two people and no more than three people. \x0d\\x0d\(3) If it's not a real customer, it's still necessary to provide a document and a concise and warm reception. \x0d\\x0d\ (2) After introducing the project, \ x0d \ x0d \ greet politely, and give a brief description of the project (such as orientation, building height, configuration, surrounding environment, etc.). ) With the help of sand table model, let customers form a general concept of the project. \x0d\\x0d\ 1。 Basic actions \x0d\( 1) Exchange business cards, introduce each other and get to know the personal information of customers. \x0d\(2) Introduce products naturally and emphatically (mainly describe lots, environment, transportation, supporting facilities, housing facilities, main building materials, etc.). ) According to the sales route planned by the sales site and with the sales props such as light boxes, models and model rooms. \x0d\\x0d\2。 Precautions \x0d\( 1) At this time, the overall advantages of this property are emphasized. \x0d\(2) Sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them. \x0d\\x0d\(3) Accurately grasp the real needs of customers through conversations, and quickly formulate their own coping strategies accordingly. \x0d\\x0d\(4) When there is more than one customer, pay attention to distinguish the decision makers and grasp the relationship between them. \x0d\\x0d\(5) In the process of explaining the vehicle model, 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. 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. \x0d\\x0d\ (3) Exhibition site \x0d\ made a basic introduction in the sales office. After visiting the model room, we should show our customers the project site. \x0d\\x0d\ 1。 The basic action \x0d\( 1) is introduced while walking in combination with the present situation of the construction site and surrounding features. \x0d\(2) Let customers truly feel the apartment type they choose according to the room type diagram. \x0d\\x0d\(3) Talk as much as possible so that customers will always be attracted to you. \x0d\\x0d\2。 Precautions \x0d\( 1) The route to the construction site should be planned in advance, and attention should be paid to cleanliness and safety along the way. \x0d\(2) Please ask the customer to carry the personal belongings such as safety helmet (see delivery room). \x0d\\x0d\ III。 Negotiation \x0d\ (1) Preliminary negotiation \ x0d \ After the model room and site visit, customers can be guided to the negotiation area for preliminary negotiation. \x0d\\x0d\ 1。 Basic action \x0d\( 1) Pour tea, guide customers to sit at the sales table, give them project information, and introduce the price and payment method of the project. \x0d\(2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction. \x0d\\x0d\(3) According to the unit that customers like, make a more detailed explanation on the basis of affirmation. \x0d\\x0d\(4) According to the customer's requirements, calculate the price, down payment, monthly repayment amount and various related procedures of the floor unit that the customer is satisfied with. \x0d\\x0d\(5) Explain customers' doubts and help customers overcome the purchase obstacles one by one. \x0d\\x0d\(6) Create an atmosphere at the scene in time to strengthen their purchasing desire. \x0d\\x0d\(7) On the basis of the customer's 70% approval of the product, try to persuade him to make a down payment. \x0d\\x0d\2。 Precautions \x0d\( 1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control. \x0d\(2) Personal sales materials and sales tools should be ready at any time to meet the needs of customers. \x0d\(3) Understand the real needs of customers and their main problems. \x0d\\x0d\(4) Sales staff 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. \x0d\\x0d\(5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at. \x0d\\x0d\(6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers. \x0d\\x0d\(7) The atmosphere at the site should be natural and friendly, and the temperature should be well controlled. \x0d\\x0d\(8) The description of the product should not be exaggerated or fictitious. \x0d\\x0d\(9) Commitments not within the scope of authorization shall be reported to the site manager for approval. \x0d\\x0d\ After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his own 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 the sales situation should not be exaggerated too much). Finally, they should be sent out to say goodbye. \x0d\\x0d\ Individual customers with strong intentions can collect a small amount of down payment, and declare to them that the company they like can keep it for them (the retention time should not exceed 3 days), which will help customers to make a purchase decision earlier. The timing of this way is determined by the sales staff according to the on-site situation. \x0d\\x0d\ (2) No transaction has been made \x0d\ 1. Basic action: \x0d\( 1) Prepare a sales poster and other materials for customers to carefully consider or spread on their behalf. \x0d\\x0d\(2) Inform the customer's contact information and telephone number again, and promise to conduct voluntary house purchase consultation for them. \x0d\\x0d\(3) Re-schedule the house viewing time for interested customers. \x0d\\x0d\(4) Send the guests to the gate or the elevator. \x0d\\x0d\2。 Precautions \x0d\( 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. \x0d\(2) Timely analyze the real reasons for not closing or not closing, and record them. \x0d\\x0d\(3) Report to the site manager the failure to close the transaction or the reasons for the failure to close the transaction, and take corresponding remedial measures according to the specific situation. \x0d\\x0d\ IV。 Customer tracking \ x0d \ x0d \ 1. Basic actions \x0d\\x0d\( 1) In busy intervals, contact customers according to their level and report orally to the site manager at any time. \x0d\(2) For A-and B-level customers, the sales staff should be the key target, keep close contact and try their best to convince them. \x0d\\x0d\(3) Make a detailed record of each tracking to facilitate future analysis and judgment. \x0d\\x0d\(4) Regardless of whether the transaction is concluded in the end, please gently ask the customer to help introduce the customer. \x0d\\x0d\2。 Precautions \x0d\( 1) When tracking customers, you should pay attention to the choice of topics, and don't give customers the impression that sales are not good and sales are hard. \x0d\(2) Pay attention to the time interval when tracking customers. Generally, two or three days is appropriate. \x0d\\x0d\(3) Pay attention to the changes of tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities. \x0d\\x0d\ V. Signing the contract \\x0d\ (1) Closing the transaction, and collecting the deposit \x0d\ 1. Basic Action \x0d\\x0d\ (1) When the customer decides to purchase and make a deposit, he will use the sales control response to inform the site. \x0d\(2) Congratulations to the customer. \x0d\\x0d\(3) Collect a small deposit or a large deposit from the customer according to the specific situation, and inform the customer of the behavioral constraints of the buyer and the seller. \x0d\\x0d\(4) Explain the terms and contents of the order in detail. \x0d\\x0d\(5) Collect the deposit and ask the customer, the sales agent and the site manager to sign for confirmation. \x0d\\x0d\(6) Fill in the purchase order, and send the purchase order together with the deposit to the site manager for collection and archiving. \x0d\\x0d\(7) Give the first copy of the order (customized copy) to the customer, and inform the customer to bring the order when filling the order or signing the contract. \x0d\\x0d\(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 needed. \x0d\(9) Congratulations to the customer again. \x0d\\x0d\( 10) escort the guests to the door or the elevator room. \x0d\\x0d\2。 Precautions \x0d\( 1) Work closely with the site manager and other sales staff. Make and maintain websites. \x0d\(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). \x0d\\x0d\(3) The small deposit amount is not much, and the main purpose is to let customers care about our real estate. \x0d\(4) Deposit (large deposit) is an integral part of the contract. If either party breaches the contract without reason, it shall be compensated according to the down payment. \x0d\\x0d\(5) The minimum 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. \x0d\\x0d\(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. \x0d\\x0d\(7) The time interval between the deposit and the signing date should be as short as possible to avoid various complications. \ x0d \ x0d \ (8) Discounts and other conditions shall be reported to the site manager for approval and filing. \x0d\\x0d\(9) After the order is completed, carefully check whether the room type, area, total price and deposit are correct. The deposit collected by \x0d\\x0d\( 10) must be collected accurately. \ x0d \ x0d \ (II) Margin replenishment \x0d\ 1. Basic Action \x0d\\x0d\( 1) Fill in the paid amount in the deposit column. \x0d\(2) Cross out the columns of agreed compensation date and compensation amount. \x0d\\x0d\(3) Confirm the signing date again, and fill in the signing date and signing fee on the order form. \x0d\\x0d\(4) In case of re-billing, the large deposit certificate shall be filled in according to the contents of the small deposit certificate. \x0d\\x0d\(5) Tell the customer in detail all matters needing attention on the signing date and all kinds of certificates needed. \x0d\\x0d\(6) Congratulate the customer and deliver it to the door or elevator room. \x0d\\x0d\2。 Precautions \x0d\( 1) Before the agreed replenishment date, contact the customer again to confirm the date to ensure accuracy. \x0d\(2) After filling in, check again whether the number of households, area, total price and deposit are correct. \x0d\\x0d\(3) Report the details to the webmaster for the record. \x0d\\x0d\ (3) Change accounts \x0d\ 1. Basic Action \x0d\\x0d\( 1) In the column of ordering houses, fill in the house type, area and total price after changing households. \x0d\(2) In case of any change in the payable amount and signing fee, the account type after the account change shall prevail. \x0d\\x0d\(3) Indicate which household is changed to which household in the blank. \x0d\\x0d\(4) Other contents are the same as the original order. \x0d\\x0d\2。 After filling in \x0d\( 1), check again whether the number of households, area, total price, deposit and signing date are correct. \x0d\(2) Take back the original order. \x0d\\x0d\ (4) Sign a contract \x0d\ 1. Basic Action \x0d\\x0d\( 1) Congratulations to the customer for choosing our house. \x0d\(2) Check the original ID card, and review its house purchasing qualification. \x0d\\x0d\(3) Show the model text of the pre-sale contract of commercial housing and explain the main terms of the contract one by one: \ x0d \ \ x0d \ a. Name and address of the parties involved in the long-term transfer; \ x0d \ \ x0d \ b. The location, area and surrounding area of the real estate; \ x0d \ x0d \ c. The nature of land ownership; \ x0d \ \ x0d \ d. Acquisition method and use period of land use right; \ x0d \ x0d \ e. The nature of real estate planning and use; \ x0d \ x0d \ f. The plane layout, structure, building quality, decoration standard, ancillary facilities and supporting facilities of the house; \ x0d \ \ x0d \ g. Price, payment method and term of real estate transfer; \ x0d \ \ x0d \ h. Real estate payment date; \ x0d \ \ x0d \ I. Liability for breach of contract; \ x0d \ \ x0d \ j. Dispute settlement. \x0d\\x0d\(4) Discuss with customers to determine all contents, and make appropriate concessions within the scope of authority. \x0d\\x0d\(5) Sign the contract, collect the first installment payment according to the contract, and pay the deposit accordingly. \x0d\\x0d\(6) Take back the order and submit it to the site manager for filing. \x0d\\x0d\(7) Help customers with registration and bank loans. \x0d\\x0d\(8) After registering and handling the bank loan, hand over a copy of the contract to the customer. \x0d\\x0d\(9) Congratulate the customer and see him off at the gate or elevator. \x0d\\x0d\2。 Note \x0d\( 1) The model contract text should be prepared in advance. \x0d\\x0d\(2) Analyze the problems that may occur when signing the contract in advance, report to the site manager and study the solutions. \x0d\\x0d\(3) When signing the contract, if the customer has unconvincing problems, report to the site manager or a higher level supervisor. \x0d\\x0d\(4) It is best for the owner of the house to fill in the specific terms when signing the contract, and it must be signed and sealed by himself. \ x0d \ x0d \ (5) If the contract is signed by others, the power of attorney given by the owner to the agent shall be notarized. \x0d\\x0d\(6) When explaining the terms of the contract, we should focus on the customer's position emotionally, so that they can have a sense of identity. \x0d\\x0d\(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. \x0d\\x0d\(8) After signing the contract, customers should always keep in touch with them to help solve various problems and let them introduce customers. \x0d\\x0d\(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 discounts from both parties. \x0d\\x0d\( 10) Check the contract signing in time and take corresponding measures if there are any problems. \x0d\\x0d\ (5) Close the account \x0d\ 1. Basic Action \x0d\\x0d\( 1) Analyze the reasons for closing the account and determine whether it is possible to close the account. \x0d\\x0d\(2) Report to the site administrator or superior supervisor for confirmation and decide to cancel the account. \x0d\\x0d\(3) Settlement of relevant funds. \x0d\\x0d\(4) Take back the invalid contract and submit it to the company for filing. \x0d\\x0d\(5) Business is not in friendship. Send the guests to the door or elevator. \x0d\\x0d\2。 Precautions \x0d\( 1) Matters related to fund transfer need to be signed by both parties for confirmation. \ x0d \ x0d \ (2) If the dispute cannot be settled, it may be submitted to an arbitration institution for mediation or a people's court for adjudication. \x0d\\x0d\ VI。 \x0d\\x0d\ (I) Information to be submitted by customers when registering \x0d\ 1. Copy of contract \x0d\ x0d \ 2. Proof of house payment (receipt or invoice) \x0d\3. 6. Decoration pledge (optional), parking space rent (optional) \ x0d \ x0d \ (2) Materials to be submitted by the developer when moving in: \x0d\ 1. House quality inspection certificate \x0d\2. Housing instruction manual \x0d\3. Property management convention (required by every customer) X0d\\x0d\ (3) Process \x0d\ 1. Complete the developer's move-in preparation work flow-acceptance by surveying and mapping team-obtaining certificate-instructions on the use of the house, and issue a notice of move-in. \x0d\ 2。 Customer's check-in process: the customer goes to the property management company with the check-in notice, identity certificate, copy of the contract and payment voucher-the developer issues the certificate of house quality inspection, the description of acceptance items (optional) and the instructions for the use of the house-the customer makes up the total amount of house payment-the property management company signs a property management convention with the customer-the property management company provides the customer with the charging standard for property management-the parking space is set (optional). —— The customer pays the property management fee (quarterly or yearly according to the requirements of the property management company), public maintenance fund, parking space rent (optional) and renovation commitment (optional) —— and receives the keys of the purchased house. \ x0d \ x0d \ If you want to be a real estate sales expert, you should transfer from the city. \x0d\ First of all, the market 100 intermediary, holding a recording pen during the day, stepping on a plate, asking questions, enjoying the process of "placing orders by force", playing back the recording at home, refining the speeches and classifying them, and continuing to make market adjustments with new questions the next day, learning from experts in the same field at any time and packing them quickly. \x0d\ The method of collecting online real estate sales stories and developing new channels at night is changed to 100 keyword. In addition, we will also collect the big V stories of real estate sales, draw the essence from the cases and enrich our sales methods. \x0d\\x0d\ reminds us to pay special attention to the long-term, medium-term and short-term price trends of real estate, the five-year price trends of surrounding real estate and the positive impact brought by relevant national policies. We must find strong arguments to support our selling houses online, including comments from well-known developers and well-known academic researchers, and ask celebrities to endorse our sales. These are the contents of market regulation. \x0d\\x0d\ In addition, the market tone also includes "online listing tone". If you have time, you can call your peers more often, which will not only help you understand and learn the telemarketing skills of competitors, but also be a successful "stepping on the spot" and master the advantages and disadvantages of "competing products". \x0d\ For general commodities, the sales capacity can account for 50% of the billing ratio, while for bulk commodities, the sales capacity can only account for 20% of the billing ratio. Real estate is different from other products, including location, price, positioning, appearance, plane layout, surrounding facilities, landscaping, feng shui, developer reputation and other factors. Consumers appreciate or criticize a lot of hardware, and it really can't be done by selling a few words. \x0d\ Therefore, it is a crucial step to choose what kind of property to sell. If the product is not selected well, everything will be in vain. \ x0d \ x0d \ Be a champion of "stepping on the market". \x0d\ The first benefit: Understand the quality of local best-selling real estate, including real estate positioning, price, location, apartment type, selling point, appearance, landscaping, apartment type, surrounding facilities and other factors, and make a good summary to lay the foundation for choosing to join the company. \x0d\\x0d\ The second benefit: increase the amount of speech. When we communicate with customers, we know the local real estate like the back of our hand. Whether the customer is investing or living, we can give directions. Talking about it in Kan Kan is of great benefit to increasing the trust of customers and shaping the image of real estate experts. If these are all profit-driven, there must be many points. \ x0d \ x0d \ customers don't know you and don't have any trust. He is afraid of suffering. This is human nature and there is no way to change it. Human nature cannot be conquered, nor can it be changed. The specific methods are as follows: \ x0d \ x0d \ First, tap the needs of customers. \x0d\\x0d\ Keywords to determine the customer's housing demand, grade, location, price, apartment type and area? Are there any special requirements? Linhai, mountainous area or urban area? After confirmation, find several suitable buildings to recommend. \x0d\\x0d\ 2。 Send real estate industry analysis data to customers regularly. \x0d\\x0d\ Obtain customer information in the early stage, and start to give customers industry information such as the introduction of Hainan real estate, sales situation, price trend expectation of Hainan real estate market on a regular basis, and make full use of professional knowledge to maximize the relationship with customers. It is very important to make it clear to customers first that the fees charged by our intermediary have nothing to do with customers, but only with developers. Why should we emphasize this point repeatedly? There is analysis later. \ x0d \ x0d \ Third, make full use of "selling products is selling stories" and prepare various real estate-related stories. \ x0d \ x0d \ I'll tell you this point 1000 times in the future, hehe, I'll share it with you later. Of course, when we sell a house, we must sell stories first. Before customers see the house, they must be clear about the level of agency fees for each property. If the agency fee is high, try your best to analyze for the customer. For example, telling a good story, good feng shui, good location and great appreciation space. \ x0d \ x0d \ The agency fee is low, so I can only apologize. Tell some stories behind real estate. When driving past a real estate, you pointed to the real estate and began to tell them "the ghost story of the real estate", saying that the market once rumored that the real estate was haunted, that some people died during the construction of the real estate, and that the feng shui of the real estate was not good. \x0d\\x0d\ After listening to these stories, which SB dares to challenge this property with the catastrophe of mass annihilation? That's impossible. Even if he asks the sales office, who will admit it? Will the customer have a shadow after listening to it? Who will buy this house again? This is in the establishment of their own local real estate information authority, after telling a few stories, what will customers think of us? Will their hearts have been anchored by our major? \x0d\\x0d\ To prepare the story of real estate in advance, you should practice your sales skills accurately and ask yourself 20 questions. According to experience, customers' questions will generally focus on less than 20 questions, so you should concentrate on tempering the answers to these 20 questions. After tempering, read aloud to the mirror repeatedly and repeat it affectionately! Hehe, if you find something wrong in actual combat in the future, continue to do a good job of tempering. The advantage of this is to provide more professional advice for customers to buy a house, and enhance customer stickiness and trust. \ x0d \ x0d \ The customer relationship we have established through the Internet is unlikely to be thorough in a short time. The core of sales is to make money with professional knowledge. Occupation is not written on the face, but invisible words and deeds. Most customers are not locals, so you should analyze the advantages of some local real estate projects. \x0d\\x0d\ such as celebrity party and star party, will customers envy it? Fully understand the situation of customers. If you come from Hebei, you can say that northerners buy more. If you are from the south, tell him that southerners buy more. Customers will naturally feel more cordial and humane when they hear about local people. I also told my clients that many movies and TV series are