Frequently asked questions and answers of real estate return visit

First of all, the customer's telephone call back four steps.

1. Customer classification

Before the customer pays a return visit, the customer should be subdivided. There are many methods of customer segmentation, which can be divided according to the specific situation you know. After customer segmentation is completed, different service strategies are formulated for different types of customers.

According to the possibility of customer transactions, according to several indicators, it can be divided into:

According to the classification, targeted tracking: customers with great intentions should be tracked in time; Hesitant customers helped him make up his mind; Customers who have the ability, want to buy, but are not in a hurry to buy find his recognition of the product, talk more, and improve his recognition of the product; Customers who do not meet the requirements, as reserve customers, often contact; When the customer promises to sign the contract, he should make up for what he didn't do before, and don't look excited.

2. Determine customer needs

After determining the customer's category, we can better meet the customer's needs by clarifying the customer's needs. It is best to pay a return visit before the customer needs to find you, which can better reflect the customer's care and impress the customer.

Don't just ask, "What do you think of the house recently?" . Try to start from customers' concerns and doubts and arouse customers' interest in continuing to talk (for example, activities, prizes, preferential policies, loan issues, degrees, signing time, etc.). ), and inform customers that "the problem can be solved", paving the way for inviting customers to the scene. A good salesman will write down what he wants to say and calculate it before making a phone call.

There are several common reasons why customers who have not reached a deal are not determined:

(1) is divided. Go home and discuss it. "I am XXX, and we talked for a long time that day. I don't know what you think now? "

(2) If the price is too high, analyze the reasons.

(3) The apartment type is not satisfactory, and the engineering department has made some appropriate modifications. Would you please have a look?

(4) The required floors have been sold out. (Other floors, same price)

(5) It is more important to be dissatisfied with the surrounding facilities and the inconvenient living environment for children to go to school (introducing other buildings).

(6) Buy a house and want to bring an account.

(7) Don't rush to get a house, wait and see. What are the benefits of buying now?

(8) Sales control is not done well, resulting in the loss of customers.

(9) two people receive a customer at the same time, and the caliber is not uniform and uncertain.

(10) Ask the leader for a discount. I don't know if your house is selling fast.

(1 1) If you want to compare, let's compare again. The consideration is correct, but may I ask you what your concerns are? )

(12) security issues. There may be small customers asking, but we have already considered it for you. You can rest assured that the security measures are very strict.

3. Find out why the customer invited you.

The core purpose of telephone call back is only one: let customers come! But why do customers come? Besides, why did you come on Saturday morning? Because "there is only one house, the discount is only one day, and the lottery is given as a gift" ... What can attract this customer who you want to visit again?

But the premise is that customers have certain sincerity. How to increase the sincerity of ordinary customers? This goes back to the "motivation" mentioned earlier, which helps customers to eliminate doubts, arouse customers' interest, improve customers' sincerity and is more conducive to "successful interview"!

Generally speaking, you can send a return visit invitation for the following reasons:

(1) product completion and project progress

(1) Completion of new product main body capping, determination of elevation style and apartment area.

(2) Completion or delivery standard of decorated model houses.

(3) For customers who have visited the model room or the delivery standard, the questionnaire survey is used to investigate the deficiency of the existing decoration and further confirm the customer's intention.

(4) Complete important garden landscapes, such as fountain waterscape, complete greening, green plank road, and new activity areas for children and the elderly.

For customers: rational customers, focusing on their own products and quality, products can not meet their own needs at this stage, but they are still very interested in the project and pay attention to the trend of Taipei time.

(2) the improvement of supporting facilities and the development of surrounding areas.

(1) Form and progress of commercial street investment.

② Taipei Time Private Park and underground passage were put into use.

③ The construction and progress of hotel clubs.

④ Perfect use of the lobby functional area of the delivered apartment.

⑤ The progress of traffic construction in Beiba and the development trend of industrial belt in Santai Industrial Park.

For customers: emotional customers, like products and living atmosphere. Customers who are unfamiliar with the area and lack confidence in the surrounding facilities. It is suggested to deepen their understanding of the whole region while conveying the perfect supporting facilities.

(3) For the owners who have already made a deal, it is suggested that we can start with the feelings of the owners after moving in and take the form of telephone survey.

① Feelings and suggestions after using private parks

(2) The direction and opinions of commercial street investment, the function and scale of hotel clubs.

(3) The function of the hotel lobby, and the opinions and suggestions on property management.

④ Feedback after transformation (cautious)

⑤ Progress in traffic construction of the North Dam.

(4) For the owner of the transaction, it is necessary to convey the promotion and hot sale of the stage value during the telephone invitation, so as to strengthen the confidence of customers.

4. Prepare a telephone call back in advance.

Main point 1: Use words clearly and fluently, and use exclamatory tone and confident tone more, which will be better if accompanied by a smile.

Prop 2: Choose a place that doesn't need to be too quiet, prepare the price list, pen, visit the notebook and edit the short message.

Second-and third-class customers call back to talk.

1. Visit the old customers you have seen before:

Hello, Mr./Ms. X, this is xx Real Estate XXX. I wish you good luck and promotion in X, and I wish you happiness in your old age here! Where did you go to play? I'll be busy soon. You must pay attention to adjustment. Have you bought a house now? Did you see the house during the Spring Festival? Immediately after re-understanding the customer's needs (this greeting is very important, don't directly mention the house, spring breeze and rain, match the housing and promote the exhibition. Please pay attention to the customer first and understand the current situation of the customer ...)

Only three days after I went home for the Spring Festival, I received calls from several old customers asking about the house. Back at the company, colleagues also received many phone calls. They all look at the house before the Spring Festival, and these customers have the intention to book the house after the Spring Festival. What's even more exaggerated is that one of our colleagues didn't come home, and he actually sold two houses, even the XX one we saw last time.

According to our experience in front-line work, I think it may lead to the climax of buying a house after the year. If you really want to buy a house, I suggest you make a decision as soon as possible.

Now the subway is being built in our area, whether it is self-occupation or investment, it is a very good time to buy a house. Actually, there is no absolute best time to buy a house. People who have no money to buy a house will be too expensive, and those who are anxious to get married and buy a house will be too expensive. Don't you think so?

2. Pay a return visit to the old customers who have reached a deal;

Hello, Mr./Ms. X, this is xXX from XX Real Estate. Good luck, promotion and happy new year in x! How was your New Year? Where did you go to play? I've been very busy after work, so you should pay attention to your health (tell me this apartment is the most sought-after apartment, and many people can't buy it now if they want to).

Thirdly, affirm the customer's vision of buying goods. When you tell the customer that the house has appreciated, I believe he will be very happy and thank you for the excellent service you provided him. If he has relatives and friends who need this, he will definitely think of you. At this time, be sure to tell him that if you have the needs of relatives and friends to buy a house, you must recommend it to me.

3. For the owner's visit speech:

Hello, Mr./Ms. X: I'm xxX, xX Real Estate. I wish you a happy X year and greet you in your old age. How was the New Year? That's good, right? Are you back now?

The main reason for calling you today is to thank you for your support for the xxx project of our xxx company. In the xxx project, we held a thank-you activity for customers like you. Please bring your friends to join us. As it happens, the model room of our XXX project has just been displayed. Why don't you show your friends?

Property consultants should pay attention to the following points when paying a return visit to the old customers who have already made a deal:

(1) First of all, thank the old host when you pay a return visit;

(2) Let customers clearly remember your name and project;

(3) Timely convey the product information or activity plan to be conveyed;

(4) If allowed, ask the customer about the evaluation of the existing products (close the relationship with customers).

Third, the best schedule for telephone contact with customers.

1. Take the week as the standard.

On Monday, the first day after the weekend, customers will definitely have a lot of things to deal with. Generally, companies hold business meetings on Monday or arrange work this week, so most of them will be very busy. So if you want to contact business, try to avoid this day. If you are really in a hurry to find customers, you should avoid the morning time and choose the afternoon.

From Tuesday to Thursday, these three days are the most normal working hours and the most suitable time for telephone business. Telephone operators should make full use of these three days. This is also the key to good performance.

On Friday, the week's work is over. If you call at this time, you are likely to get the answer "Let's contact you next week!" "Some surveys or appointments can be made on this day.

2. Take one day as the standard

From 8: 30 a.m. to 10: 00 a.m., most customers will be busy at work during this time, so the telephone salesman may wish to make some preparations for himself at this time. Of course, this time period is my time in Shanghai, and you can adjust it according to your situation in Shandong.

10: 00 ~11:00. At this time, most customers are not very busy and will handle some things. This time should be the best time for telemarketing.

165438+ 0: 30 ~ 2:00 pm, lunch break, don't call easily unless there is something urgent.

There is a situation where you can make a phone call, that is, you were blocked by the front desk and unrelated people before, and you want to find someone else to try, so my experience is that 12:30 is the best.

From two to three o'clock in the afternoon, people will feel irritable, especially in summer, so it is not appropriate to talk about business with customers now, but it is feasible to talk about things that have nothing to do with work.

Try to make a phone call from 3 pm to 6 pm. This is the best time for us to create good results. During this time, I suggest you do something with 20% more workload than usual.

3. By occupation

Accountant: Never contact at the beginning and end of the month, preferably in the middle of the month.

Doctor: 165438+ After 0 am and before 2 pm, the best day is rainy.

Salesperson: Before 10: 00 in the morning or after 4: 00 in the afternoon, it will be better if it is hottest, coldest or rainy.

Priest: Avoid weekends.

Executive: 10: 30 to 3: 00 pm.

Stock industry: avoid after opening, preferably after closing.

Banker: Before 10: 00 in the morning or after 4: 00 in the afternoon.

Civil servant: Never during working hours, before lunch or before going to work.

Artist: In the morning or before noon.

Pharmacy staff: 65438+ 0 pm to 3 pm.

Catering practitioners: avoid eating from 3 pm to 4 pm.

Employees in the construction industry: early in the morning or at the end of the day.

Attorney: Before 10: 00 am or after 4: 00 pm?

Teacher: After four o'clock in the afternoon, after school.

Retailer: It's better to avoid weekends or Mondays from 2 pm to 3 pm.

Working class: 8: 00 pm to 9: 00 pm is the best.

Housewives: It is better to be between 10: 00 and 1 1: 00 in the morning.

Newspaper editor: After 3 pm is better. .

Businessman: 65438+ 0: 00 to 3: 00 pm is the best.