Real estate sales skills?

Basic process and matters needing attention of on-site sales

Due to the heterogeneity of real estate products, real estate is immovable, and each product is unique because of its different geographical location and surrounding environment. Therefore, in the sales of real estate, customer visit and sales reception are the most important components. Most customers only have the impulse to visit the site before they form a desire to buy. After many visits and inspections, they can make a purchase decision. Therefore, it can be said that buying a house is a complex system engineering. Only when the salesperson acts as a professional commentator, an excellent sales expert and a customer's purchase decision-making partner in this project can he win the customer's final purchase.

Section 1 Meeting customers

First, the basic movements

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

2. The sales staff on duty immediately received warmly.

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

4. After the reception, identify the authenticity of the customer and understand the accepted region and media.

Second, matters needing attention

1. Salespeople should be well dressed and friendly.

2. Receive customers or one person, or one master and one deputy, limited to two people, and never more than three people.

3. If you are not a real customer, you should still provide a document for a simple and warm reception.

4. When there are no customers, we should also pay attention to the cleanliness of the venue and personal gfd, so as to leave a good impression on customers at any time.

The second part introduces the products

First, the basic movements

1. Exchange business cards, get to know each other and get to know the personal information of customers.

2. According to the sales route planned by the sales site, with the help of sales props such as light boxes, models and model rooms, introduce the products naturally and emphatically (mainly describing the location, environment, transportation, living facilities, building functions and main building materials).

Second, matters needing attention

1. Emphasize the overall advantages of the property.

2. Infect customers with their enthusiasm and sincerity, and strive to establish a relationship of mutual trust with them.

3. Accurately grasp the real needs of customers through conversation, and quickly formulate your 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.

Section 3 Procurement Negotiation

I. Basic movements

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

2. 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 company that customers like, make a more detailed explanation on the basis of affirmation.

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

5. Create an on-site buying atmosphere in time and strengthen their buying desire.

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

Two. preventive measure

1. When seated, pay attention to placing the customer in a space with a wide field of vision and easy control.

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

3. Understand the real needs of customers and the main problems 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 natural and friendly, and the temperature should be well controlled.

7. The description of the product should not contain exaggerated or fictional elements.

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

The fourth quarter to see the scene

First, the basic movements

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

2. According to the floor plan, let customers really feel the floor plan they choose.

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

Second, matters needing attention

1. The route to show the construction site should be planned in advance, and attention should be paid to cleanliness and safety along the way.

2. Tell customers to wear safety helmets and other personal belongings.

Section 5 No deal has been reached yet

First, the basic movements

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. Reschedule the viewing time for interested customers.

4. Send the guests to the door.

Second, matters needing attention

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 analyze the real reason 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.

Section 6 Fill in the Customer Information Form

First, the basic movements

1. Whether it is successful or not, fill in the data form immediately after receiving a group of customers.

2. Fill in the main points:

* Customer's contact information and personal information;

* Customer's requirements for real estate;

* The real reason for closing or not closing.

3. According to the possibility of the customer's transaction, it is divided into four grades: A is promising, B is promising, and C is generally hopeless. , so as to focus on follow-up enquiries in the future.

4. One copy will be sent to the site manager for inspection and filing, and the other copy will be kept by yourself, so as to track customers in the future.

Second, matters needing attention

1. The customer data sheet should be filled in carefully, and the more detailed the better.

2. The customer information sheet is a cornucopia of sales staff, so it should be properly kept.

3. 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 check the sales situation according to the customer data table and take corresponding countermeasures.

Section 7 Customer Tracking

First, the basic movements

1. For busy hours, contact them according to the customer level and report orally to the site manager at any time.

2. For the A-level and B-level customers, the sales staff should focus on them, keep close contact, mobilize all possible conditions and try to convince them.

3. Record the first tracking in detail for future analysis and judgment.

Whether the transaction is finalized or not, please ask the customer to help introduce the customer.

Second, matters needing attention

1. When tracking customers, we should pay attention to the choice of topics, and don't leave customers with the impression that they are hard to sell.

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: calling, sending messages, visiting at home, inviting to participate in promotional activities and so on.

When two people or two people contact the same customer, they should communicate with each other, unify their positions and coordinate their actions.

Section 8 Closing Cases and Closing Cases

First, the basic movements

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

Step 2 congratulate customers

3. According to the specific situation, collect a small deposit or a large deposit from the customer. And tell customers the behavior constraints of buyers and sellers.

4. Explain the terms and contents of the order in detail: fill in the table price of house sales in the total price column; Fill in the paid-in amount in the deposit column. If the deposit received is a bill, fill in the bill details; If it is a small deposit, agree with the customer on the date and amount of the large deposit to fill in the form; Agree with the customer on the date and amount of signing the contract and fill it in the order; Indicate the discount amount, payment method or other additional conditions in the blank; Other contents shall be truthfully filled in according to the order format.

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

6. Fill in the purchase order and send it to the site manager together with the deposit for collection and filing.

7. Send the first copy of the order (customer 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 documents that need to be brought together.

9. Congratulations to the customer again.

10. Send the guests to the door.

Second, matters needing attention

1. Work closely with the site manager and other sales staff to create and maintain the site atmosphere.

2. Formal orders are generally made in quadruplicate: customer copy, company copy, site copy and financial copy. (Pay attention to the objects that each alliance should hold)

3. It is an effective way to encourage customers to pay a small deposit when they are slightly interested in a unit or don't have enough money to decide to buy it.

4. The amount of small deposits is not too much, ranging from several thousand dollars in 300 yuan. Its main purpose is to make customers care about our real estate.

5. The retention date of small deposit is generally limited to three days, and the length of time and whether to refund it can be mastered according to the sales situation.

6. The deposit (large deposit) is part of the contract. If either party breaks the contract without reason, it shall be compensated according to the original amount.

7. The minimum deposit amount is 1 1,000 yuan. In principle, the more the deposit, the better, to ensure that customers finally sign the contract.

8. The retention date of the deposit is generally limited to 7 days, and the specific situation can be mastered by yourself.

9. The interval between small deposit and large deposit and contract signing should be as short as possible to prevent various complications.

10. Discounts or other additional conditions shall be reported to the site manager for approval and filing.

1 1. After the order is filled in, carefully check whether the number of households, area, total price and deposit are correct.

Section 9 make up the deposit

First, the basic movements

1. Fill in the paid-in supplementary amount in the margin column.

2. Cross out the column of the date of deposit replenishment and the amount to be replenished.

3. Confirm the signing period again, and fill in the signing period and signing amount on the order.

4. If the bill is re-billed, the large deposit certificate will 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 that need to be brought together.

6. Congratulations to the customer and deliver it to the door.

Second, matters needing attention

1. Before the agreed replenishment date, contact the customer again to confirm the date and get ready.

2. Fill it out and then check whether the number of households, area, total price and deposit are correct.

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

Section 10 locker room

First, the basic movements

1. Fill in the room type, area and total price after the house change in the column of the ordered house.

2. The amount of compensation and the signing fee, if there is any change, mainly depends on the changed apartment type and area of the house.

3. Indicate which household is changed to which household in the blank.

Second, matters needing attention

1. After completing the form. Check again whether the number of households, area, total price, deposit and signing date are correct.

2. Take back the original order.

Section 11 Signing a Contract

First, the basic movements

1. Congratulations to customers for choosing our house.

2. Verify the original ID card and review its qualification as a buyer.

3. Show the model text of the pre-sale contract of commercial housing and explain the terms of use of the contract one by one: the name and domicile of the transferor; The location, area and surrounding scope of the real estate; The nature of land ownership; The way to obtain the land use right and the term of use; The nature of real estate planning and use; The plane layout, structure, building quality, decoration standards, ancillary facilities and supporting facilities of the house; Real estate decoration price, payment method and time limit, real estate payment date, liability for breach of contract; A way to settle disputes.

4. Discuss and confirm all the contents with customers, and then make appropriate concessions within the scope of authority.

5. Sign the contract, collect the first house payment according to the contract, and deduct the deposit paid accordingly.

6. Take back the order and submit it to the site manager for filing.

7. Help customers register and get bank loans.

8. A copy of the contract shall be delivered to the customer after the registration and bank loan are completed.

9. Congratulate the customer and walk him to the door.

Second, matters needing attention

1. The model contract text should be prepared in advance.

2. Analyze the possible problems in the signing 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. The specific terms should be filled in by the buyers themselves when signing the contract, and must be signed and sealed.

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

6. When explaining the terms of the contract, we should focus on the customer's position emotionally and let them 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. Please remember: After registration, the sale is regarded as a formal transaction.

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

10. When the customer's problem can't be solved and the contract can't be completed, let the customer make a request first and make an appointment in exchange for discounts from both parties.

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

Section 12 Closing

First, the basic movements

1. Analyze the reasons for on-site check-out and determine whether it is possible to check out.

2. Report to the site manager or a higher supervisor for confirmation and decide to check out.

3. Settlement of relevant funds.

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

5. Business is not friendship. See the guests off at the door.

Second, matters needing attention

1. Matters related to fund transfer shall be signed by both parties at that time.

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

Section 13 Forms of Providing Value-added Services

The fulfillment of value-added services can include one or more of the following ways:

1. Provide consulting services for customers from the standpoint of customers;

2. Provide customers with the information they need;

3. Pay attention to emotional input, send cards and small gifts on holidays;

4. Actively seek information feedback from customers and provide required services;

5. Do some extended services for customers, so that customers can't accept "value-added" services independently;

6. Provide some convenience for customers to handle private affairs within the scope of business and ethics.

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