Hotel customer reception process

On-site reception, as the most important link in the sales process, should attract the attention of sales staff in particular. All the work in the early stage is to prepare for customers' door-to-door.

First, meet the customers.

basic element

(1) When a customer enters the door, every salesperson who sees it should take the initiative to say "Welcome to Donghai Fuyuan" 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 the customer, and understand the customer's region and source channel (from which channel did you learn 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.

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.

basic element

(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, house design, 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.

Third, show the scene.

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

basic element

(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 apartment they choose.

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

Third, negotiation.

Preliminary negotiation

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

basic element

(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.

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.

negotiate

The negotiation was conducted after the customer fully recognized the various conditions of the property, and its focus was mainly on discounts and payment methods. On the issue of discounts, customers usually list the prices and discounts of some surrounding buildings. At this time, the sales staff should compare other projects according to their own project advantages, explain to customers in detail that the price of their shopping industry is a reasonable price, and try to keep the current discount according to the actual situation, leaving room for the sales manager to avoid putting it all in at once. In terms of payment methods, some customers will request to delay payment and submit mortgage information. For this kind of request, the salesman should handle it according to his own situation. He should consult the sales manager before dealing with it. If it can't be solved, the sales manager can help him.

There's no deal yet

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.

See the guests to the door.

Fourth, customer tracking.

Fill in the customer information form

basic element

(1) Regardless of whether the transaction is completed or not, fill in the customer information form immediately after receiving a group of customers.

(2) Key points to be filled in:

A. Contact information and personal information of customers;

B, customer requirements for products;

C, the real reason for the transaction or not.

(3) According to the possibility of the customer's transaction, it is divided into four levels: A, very promising, B, promising, C, average, D and hopeless, so as to make focused follow-up inquiry in the future.

(4) One copy shall be sent to the site manager for inspection and filing, and the other copy shall be kept by himself, so as to track the customer in the future.

Customer tracking

basic element

(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.

Verb (abbreviation for verb) sign a contract

Complete the transaction and collect the deposit.

basic element

(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 (customized) copy of the order to the customer, 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) Take the customer to the boarding gate or elevator room.

Make up the deposit

basic element

(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.

Change the family

basic element

(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.

sign a contract

basic element

(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:

Answer? The name and domicile of the transferor;

b？ The location, area and surrounding scope of the real estate;

c？ The nature of land ownership;

d？ The way to obtain the land use right and the term of use;

e？ The nature of real estate planning and use;

f？ The general plan, structure, building quality, decoration standards, ancillary facilities and supporting facilities of the house;

g？ The price, payment method and term of real estate transfer;

h？ Date of real estate payment;

1? Liability for breach of contract; j？ A way to settle disputes.

(4) Discuss and confirm all contents with customers.

(5) Sign the contract, collect the first installment payment as stipulated in the contract, and deduct the deposit paid 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.

Withdraw households

basic element

(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, so see the guests off at the door.

Sixth, check in

Information to be submitted by the customer when checking in:

1, copy of the contract

2. Proof of house payment (receipt or invoice)

3. Identification (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 pledge

Materials to be submitted by the developer for occupancy:

1, house quality inspection certificate

2. Instructions for use of the house

3. Documents proving that the house can be delivered.

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

5, engineering acceptance specification

6. Property management fee provided by the property

Seven, after-sales service

(1) Contact them more at ordinary times and report the development progress of the shopping industry to them regularly;

(2) Congratulate customers on holidays or birthdays (birthday cards can be sent, etc. );

(3) If the company holds the "Owners' Association" and other activities, it shall notify in time and shall not miss it;

We should take time to chat with them like friends, exchange feelings, learn the latest market demand of buyers from their mouths, and sum up new views suitable for our own real estate for reference. There are many ways. In a word, we should keep good relations with our old customers for a long time.