Communication skills of community salespeople

How should the community salesman communicate with the owners? What communication skills should I master? Below I have compiled the communication skills of community salesmen for your reference.

Communication skills of community salesmen 1. How to correctly understand and treat owners

Even if the host is wrong, don't say that you are wrong, and never offend the host; Even if the reason for the owner's complaint is insufficient or different from the actual situation, the right can be transferred to the owner, and the interests of the property management company will not be harmed.

The owner is a person.

First, respect the master, not when the goods are at the mercy. They don't necessarily ask you for special treatment, but they should treat others equally;

B, fully understand, respect and satisfy the guests? People? Demand;

C, treat the owner wrong place to be more understanding and tolerance. As a person, the master also has shortcomings. We should not be harsh on our hosts, but be tolerant and understanding.

The host is the object of service.

All things that are incompatible with providing services should not be done. Under no circumstances should you be angry with the host. Who is the owner? Spend money on services? No? Spend money on gas? .

First, the owner is not the object of criticism;

B, the owner is not the object of competition, there is no winning or losing;

C, the owner is not the object of reasoning;

D, the owner is not the object of educational reform.

Communication skills of community salespeople. 100- 1=0.

Meaning:

1) The dissatisfaction of one owner can lead to the dissatisfaction of 100 owners (loss of potential market);

2) The owner judges the service quality of the whole property management company through one thing (halo effect).

Communication skills of community salespeople. The owner of the complaint is a good owner.

Owner's complaint is a key to property development, and owner's complaint is a gift to property.

1), knowing the shortcomings of the internal management of the property;

2) Reflect the service quality and management level of the property;

3) The basic content of quality service: the effectiveness of the specification and the personalization of the service, and the owners are welcome to complain;

4) The owner of the complaint has three kinds of psychology: seeking respect, seeking compensation and venting.

Communication skills of community salespeople. 1= 100.

This formula indicates that any employee of the property is the representative of the image of the property. What the property employees say and do to the owners reflects the management level of the property, the quality of all the property employees and the overall service level of the property. If the property employees behave well, the owners will leave a good impression not only on the employees themselves, but also on the whole property. Poor performance will affect the reputation of the whole property. Therefore, the property staff should play the role of a good director in the reception, serve the owners warmly and thoughtfully, and establish a solid image building of the property through the excellent performance of each employee.

Communication skills of community salespeople. Owner satisfaction = the product of the performance of various service personnel.

In this formula, the property staff performed well and provided excellent service, with a score of 100, poor performance and poor attitude, with a score of zero. The impact on the property management company is not the result of the simple addition of each employee's performance, but a product. The better the performance of all employees in the property, the better the employees and the higher the satisfaction of the owners. However, as long as any employee's performance is not good and his attitude is not good, the product of the performance of the service personnel, that is, the owner's opinion satisfaction is zero, the product of the performance of other employees will not help. This formula especially emphasizes the collective consciousness and cooperative consciousness of property employees. Employees should not damage the honor of the whole group for their own personal reasons. Although property employees serve the owners in their respective posts according to their respective service requirements, it seems that there is no connection on the surface, but it is actually a closely linked chain. If this link is broken, the whole chain will fail.

Communication skills of community salespeople. Service efficiency consciousness

(1), employees go to work 5- 10 minutes in advance every day, prepare equipment and supplies at their respective posts, and tidy up their clothes, instruments and personal hygiene. All the preparatory work has been done fully and meticulously. After starting work, you can provide services quickly. There is no phenomenon that the preparatory work is not fully affected and the service work is delayed.

(2) Every employee should receive the owner quickly in their respective posts. The start time of accepting the owner's service shall not exceed three minutes. Only the service personnel wait for the owner, and the owner can't wait for the service personnel. If you apologize to the owner in advance because of busy work, please wait a moment.

(3) Every employee should complete the specified workload within the specified time in strict accordance with the working procedures and quality standards. No delay, delay or negligence on the part of the owner. High working efficiency.

Communication skills of community salespeople. first impression

The moment of truth: the episode that happened when the owner came into contact with the property, and the first impression obtained from it.

(1), say hello to the host immediately.

Meaning: Instant service only takes one second, but it can make the host feel relaxed and show your concern for the host. If you answer the phone, you must apologize to the interlocutor, and then pay attention to the owner in front of you, even if it is just a smile.

(2) Pay full attention to the owners.

Meaning: Once you say hello to your host, let them know that you are important and pay full attention to your host. Look into the host's eyes when you are talking, don't blink or look away, or you will feel absent-minded.

(3) Do the first 30 seconds

Meaning: remember not to always use the same husband style to address the host, which means that the tone and words are plain, like robots. Determine whether the owner's mood is anxiety, happiness or anger in the first 30 seconds. If the owners are in a hurry, we must provide fast service more effectively instead of keeping them waiting. Every car owner is different and needs to be handled flexibly according to different situations.

(4) natural and generous, not hypocritical machinery.

Meaning: Don't let the host think that you are doing things mechanically. Language expresses one meaning, but body language expresses another.

(5) full of energy.

Meaning: serving the host energetically means you are? Care? male ...

(6), do the owner's spokesperson

Meaning: Take the owner's problem as your own.

Communication skills of community salespeople. Never tell our master? No?

Meaning: First of all, we are in the service industry, and we are hired to complete some definite work, including supporting the operation of other departments and receiving owners. Service is our job. In order to make our host happy, we must provide friendly and effective service. This is the so-called? Meet the needs of customers? . So when you are asked by your host to provide services or help? Never say no? If in doubt, please ask the owner to wait and contact your supervisor for help. Our job is to serve, and we must provide friendly and effective services, that is, to meet the needs of customers.

Communication skills of community salespeople. Do the last 30 seconds.

Meaning: Use the last 30 seconds to express your concern to the host. You can ask the owners whether they are satisfied with their services, which shows that you care about their opinions. You can also ask the owner to fill in the feedback form and collect valuable opinions or suggestions.

Communication skills of community salesmen 10, attitude of property employees

Meaning: always treat the host with a skilled and polite attitude. Imagine how the host will feel when he uses foul language, speaks ill, spits or does other impolite things in front of him. From another angle, what kind of impression will you leave on the owners by providing them with efficiency, neatness, courtesy and help?

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4. Telephone communication skills of salesmen: Let your business volume soar.

5. Methods and skills of sales communication

6. Sales communication skills

7. Communication skills in the sales process

8. What practical negotiation skills do salesmen have?