Real estate sales office management system

Sales office management system (model)

structure

Sales Office Manager (*)-Sales Director (*)-Salesperson (*)

Working hours of the sales office:

* * Point-* * Point

Attendance in the morning and evening shifts is strictly based on the time of sign-in (ranking is also in this order), and sign-in is not allowed. Holidays (including Saturday and Sunday) are not arranged in principle.

Dress code:

The staff of the sales office require uniform professional clothes, work cards and neat clothes. Female employees must wear light-colored clothes, and male employees must wear ties and shoes.

Language code of conduct of sales office:

1, when customers arrive at the sales office, the front desk must all stand up and say "Welcome"; An initiative to meet, to "hello! What can I do for you? " Greeting, guiding customers according to the sales process, and finally providing services such as pouring water.

2. Answer the telephone at the front desk, use the greeting of "Hello, * * *", patiently answer the questions raised by customers, and make a record of telephone consultation registration.

3. It is forbidden to talk loudly in the sales office, and you must tell the boss.

4. Smoking, slapstick and listlessness are strictly prohibited in the sales department.

There are visitors in the manager's office, and the last salesperson is responsible for introducing and providing water pouring service.

Front desk reception system of sales office:

1. Sales staff are arranged as A, B, C and D in the order of sign-in every day;

2. Every time a customer is received, the salesperson will record it on the customer visit registration form, and the sales director will supervise and coordinate; Rank customers according to the check-in order;

3. Customers, developers and employees of the company must all stand up when they enter the front desk of the sales office to show their respect;

4. position a must not be vacant. If there is a vacancy, investigate the responsibility of post A; If position A has been notified to position B, but position B has not been filled in time, the responsibility of position B shall be investigated, and so on;

5. After receiving the customer and completing the work that should be done, the salesperson should immediately return to the front desk to fill the position;

6. If Party A is dealing with work affairs when the customer arrives, Party B will receive the customer; After the transaction is completed, post A will be replaced by post A, and other colleagues in the same position will return to their original posts after the transaction is completed.

7. Old customers (including telephone reservation customers) who have not paid the intention money, building sealing fee and deposit go to the sales office to consult about matters related to house purchase, which is counted as one time for the sales staff to receive customers; A salesperson who receives the same customer many times on the same day is still regarded as a reception;

8. As long as the customer asks about the sale of the house, it will be regarded as receiving the customer once; If the customer only asks about something unrelated to sales, it is not considered as receiving the customer, but it must explain the situation to B;

9. Sales personnel are not allowed to read any newspapers and books at the front desk;

Regular meeting system:

1.※ In the sales office, the sales manager presides over a day's work summary every day, making statistics on customers and analyzing problems in the work. All sales staff must attend the summary meeting.

2. Every week, the sales manager and senior planner will hold a working meeting of the sales office, sum up this week's work and draw up the work plan for next week. Solve various problems in the sales office.

3. The sales office manager reports the work progress and sales performance to the company in written form every Saturday morning, negotiates the problems that need to be solved, and the sales staff submits the weekly work report.

Business training:

1, sales staff must often conduct market research to fully understand the market situation and increase their professional knowledge.

2. Every salesperson should collect and analyze the real estate information of newspapers and special issues every day and be a real estate consultant for customers.

3. The sales office manager (sales director) will evaluate the property consultant once a month, and pass it on, help and take it.

Operating procedures:

Receiving customers-analyzing customers-guiding customers-tracking customers-collecting building closure fee (RMB: * * *)-collecting down payment (RMB: * * *) and signing subscription book-collecting down payment (signing formal sales contract)-assisting in handling mortgage.

In the sales work, the sales staff must submit the work that needs to be submitted to the developer for cooperation or decision to the manager. Don't contact the developers at all levels without authorization.

Sales office reward and punishment system:

1, the highest selling individual gold medal

At the end of * * * every month, the salesperson with the best sales performance can get the "highest sales gold medal" and be rewarded with * * * * yuan; The second performer can get the "highest sales silver award" with a reward of * * * * yuan;

2, the highest sales team gold medal

Calculate the average personal sales of the group every month, and the group with the highest average will be rewarded with RMB * * * * * *; Allocated by the team leader as the fund for group activities;

3. If the sales staff make mistakes in their work, they will be punished according to the following provisions:

(1) Those who violate the requirements of the work code will be fined * * yuan for the first time, * * yuan for the second time and * * yuan for the third time. If the circumstances are serious, they will be reported to the company leaders;

(2) A fine of * * yuan will be imposed for the first time and * * yuan will be imposed for the second time because of the customer's service attitude, which will increase the informed criticism;

(3) In violation of other sales management regulations, RMB * * will be deducted every time, and in violation of the same mistake, the punishment will be superimposed every time;

Anyone who violates the sales office management system will be punished in strict accordance with the following system:

1. Employees who are late will be fined 30 yuan;

2. If the violation is repeated or the violation is serious, stop receiving customers (the specific time limit is decided by the manager);

3, the circumstances are particularly serious (such as damage to the company, the developer's image, interests, etc ... ), the department handed over to the company for processing.

Order of receiving customers:

Customer is God, the object and subject of our sales service, and the source of sales staff's achievements. Therefore, careful reception is the prerequisite for the success of this kind of sales work.

Make the following provisions:

1. The project sales staff will receive them in a fixed reception order;

2. When receiving customers, there must be no phenomena of competing for customers, picking customers, lack of self-confidence and bad attitude. Offenders will be prosecuted. 1. Don't receive customers on the same day. Write a critical letter to the site manager, reflect deeply and give a written warning. (2) Those who violate the above phenomenon for three times will be punished for one week, and may not receive customers and be on duty for one week. In addition, they should write a written introspection guarantee to the site manager and give a written demerit; (3) If the customer is dissatisfied due to repeated education or bad attitude and vulgar language, and the circumstances are serious, the customer will be dismissed in the month.

3. The reception of customers is arranged according to the reception order, but when there is a vacancy on the rest day, the next person in a fixed order will fill it, and the rest of the previous day will take turns to come the next day. The next salesperson should take the initiative to cooperate with other people who are receiving customers.

Daily rules and regulations of the sales office

I. Attendance system

1. The sales representative has a six-day working system and can take one day off every week. The specific date shall be implemented according to the weekly duty arrangement and the sales office sign-in table (0 1-0 1 table).

2. Working hours: The on-site managers of each business department work out their own working hours according to the situation and report them to the project director and the administrative department for implementation.

3. Employees should go to work on time, and must not be late, leave early or work in the wrong shift. Without the consent of the site manager, the sales representative shall not transfer shifts. At the same time, the site manager must report to the project secretary in time, and the shift adjustment of the site manager must be approved by the project director. If an employee cannot arrive on time/needs to leave the sales department in advance due to special circumstances, he/she should inform the site manager before going to work/leaving, and get the approval of the site manager (if the site manager is not on site, he/she should explain the reason to the site manager by mobile phone, and then call the sales department back/notify the colleague in charge immediately), and then he/she should go through the relevant formalities at the first time afterwards.

4. The standard of being late and absent from work shall be implemented according to the unified regulations of the company, and leaving early without the consent of the site manager shall be implemented according to the company's regulations on absenteeism.

5. All vacations shall be implemented according to the company system (including big vacation, personal vacation and sick leave).

6. Don't go out casually except to show customers around the building during working hours. When the sales representative needs to go out for company affairs, he must get the consent of the site manager, and the site manager must get the consent of the project director, and fill out the Registration Form for Going Out to the Sales Office (Form 0 1-02). If you go out for more than the approved time limit 15 minutes, you will be fined 2 yuan every minute, and if you exceed the approved time limit 15 minutes.

2. Daily rules of the sales department

1. Sales representatives must strictly keep company secrets (including project information and customer information) according to company regulations, and offenders will be dismissed.

2. If the written complaint of the developer or customer is regarded as a serious fault, the respondent shall not only write a review report, but also deduct one day's salary. If you complain more than twice, you will be fined twice. If the circumstances are serious, you will be dismissed.

3. Sales representatives must wear uniforms and work cards during working hours. Male colleagues should wear ties and female colleagues should wear light makeup. Offenders will be given the first verbal warning and the second written warning, and will be reviewed at the sales meeting of the project department.

4. The sales representative receives customers according to the order of daily sign-in, so as to ensure that every visiting customer can receive positive and enthusiastic reception. Sales representatives can't ignore customers for any reason. The following two situations: the reception time for visiting new customers is longer, and the sales representative can make up the reception quota when visiting old customers. In addition, if it is the sales person's turn to receive customers is absent for other reasons, the next sales representative in the order will be arranged to receive customers, and the sales person who is not in the post will not make up the reception quota.

5. The on-site manager of the sales office is responsible for the sales control of the real estate and the relevant management of the subscription book and contract. In the absence of the site manager, the responsible colleague on duty will inform the site manager at the first time and then implement it.

Sales:

6. It is forbidden to eat snacks, make noise, make noise, chase, play video games, gamble and read newspapers, magazines and books unrelated to work or sales in the business department and demonstration units. Violators will be given a verbal warning for the first time and a written warning for the second time, and will be reviewed at the sales meeting of the project department. Deduct one day's salary for the third violation.

7. During the working hours of the sales department, there must be at least two sales representatives at the console except the reception of all staff, otherwise all sales representatives on duty will give a written warning and make a review at the sales meeting of the project department.

8. Don't sleep on the console or demonstration device at any time (including lunch break).

9. The lunch break is set by the site manager according to the special situation of each floor, and the sales representative obeys the arrangement of the project manager.

10. The specific work or report assigned by the site manager to each sales representative must be completed and submitted on time. If the report is not completed on time or submitted late, one day's salary will be deducted for the second time.

1 1. The daily sales report should indicate the number of visits by new and old customers. Unspecified, the first verbal warning, the second written warning, and review at the sales meeting of the project department. For the third violation, one day's salary will be deducted.

Remarks:

1. The application scope of the above rules and regulations includes the period of the fair.

In addition to the company's regulations, the daily rules and regulations of this sales department are mainly used as a guide to assist the daily actions of the sales department.

3. The attendance time standard is based on the time reported by OFTA "117".

4. The on-site manager is responsible for the implementation of the above rules and regulations, and the proceeds will be deducted as the sales staff activities of each floor.

5. These rules and regulations will be implemented in XXXX on 1 month 1 day.

6. The above fine regulations are aimed at binding employees to abide by the system and will be strictly implemented once formulated.

Trial Provisions on Sales Office Management System

1.0 purpose

In order to maintain the management order of the building and avoid unnecessary situations, the following regulations are formulated.

2.0 attendance management

2. 1, work and rest time: morning shift in the sales center: 8: 20-17: 30; Night shift:10: 30-19:15;

2.2, post-processing:

2.2. 1 employees must arrive at the bus stop on time and take their work tools with them; People who are less than 30 minutes late for work are regarded as late. 50 yuan was fined for being late for the first time in a month; Second lateness penalty 100 yuan; From the third time, every time I was late, I missed a day. Late for more than 30 minutes at a time, fine 100 yuan.

2.2.2 Late fines must be paid to the office on the same day for the friendship between the building and the office.

2.2.3 Employees who do not leave work according to the regulations (except voluntary overtime) leave their posts early for personal reasons and fail to go through the leave formalities shall be treated as leaving their posts early. If absenteeism is found on the same day.

2.3 Vacation:

2.3.65438+

2.3.2 If you ask for sick leave, you need to inform the manager before the shift, and then you need to provide the leave slip, registration form and medication certificate of the 3A hospital.

2.3.3 Personal leave shall be applied to the manager 2 hours in advance; Anyone who fails to ask for leave on time is counted as a day of absenteeism.

3.0 On-site Code of Conduct:

3. 1 Uniform daily working hours. Keep the work clothes neat and fresh. Those who don't dress according to the requirements will be verbally warned and fined 20 yuan, and take a day off; Fines for more than two times 100, and one day of absenteeism will be recorded as a major demerit.

3.2 Male colleagues wear dark shoes and socks and tie; Don't grow a beard and keep your hair clean. Female colleagues are forbidden to wear exaggerated jewelry, hair, dark nails, sandals or socks, casual clothes or sleeveless tops.

3.3 During working hours, you are not allowed to make noise, chat, make noise or tease in the office area, and you are not allowed to do things unrelated to work, such as reading magazines, sleeping, playing mobile phones at the front desk, smoking, chatting and resting in the lobby of the sales office and bars. Offenders will be fined 20 yuan every time, and the reception rotation qualification will be cancelled three times or more.

3.4 Items unrelated to the project, such as water cups, cosmetic bags, mirrors, newspapers, magazines, etc., shall not be placed at the reception desk. Once found, 20 yuan will be fined. If there is no party involved, each person on duty at the front desk will be fined 10 yuan.

3.5 If there are acts of grabbing orders or deliberately deceiving customers and colleagues, the reception right will be revoked for three to seven times after investigation, and the serious cases will be handled by both companies.

3.6 Sales staff must be ready to receive customers at any time, such as selling props and materials. If the reception supplies are not complete, and the reception is affected by returning for use many times in the middle, the relevant sales staff will be fined 20 yuan.

3.7 The VIP room is only used for customer reception, and it is not allowed to rest or chat here. Once found, each person will be fined 50 yuan.

3.8 During working hours, each group of visiting customers (including researchers and project personnel) must be carefully received. If there is any complaint, it will be treated as one day of absenteeism.

3.9 Sales staff must knock at the door before entering the office and accounting office. If there is no need for work, the staff in the accounting office shall not stay overnight for no reason, otherwise 20 yuan will be fined.

3. 10 office computer is only used for daily office. If there is anything unrelated to office work, such as playing games, it will be treated as absenteeism 1 day.

3. 165438+ If there is any omission in the inspection, it will be fined 10 yuan, and if an adverse event occurs, it will be fined 50 yuan.

3. 12 After the sales staff finish their work every day, they should put their personal work items in their personal work boxes or drawers, and the relevant registration forms should be collected by the team leader on duty that day and put in the front desk drawers. If you misplace office supplies, you will be fined 10 yuan.

4.0 reception and sales management norms:

4. 1 acceptance criteria and rotation:

4. 1. 1 The reception from the first rotating salesman to the last salesman goes on and on.

4. 1.2 The personnel dispatched by the reception market or other developers must register this record with the guests and take turns.

4. 1.3 For customers who have completed the transaction or paid a return visit, the reception ranking is not recorded. If you need to pay a return visit, you must fill in the return visit record for verification. If not, the rotation will be suspended for three times.

4.2 Receiving system

4.2. 1 During the customer reception period, if an old customer who has not made a deal visits, the salesman may designate someone else to receive the customer, and the designated salesman shall fully cooperate with his reception; Otherwise, it should be received by the salesman on duty, and the salesman must fully cooperate with the reception.

4.2.2 When a salesman receives a customer, he should first ask whether the customer is visiting for the first time. Did you call? Do you want to make an appointment? If you find that the customer is an old customer of this project, you must inform your colleagues at the first time and be received by them; If colleagues are receiving other customers, the salesman on duty can help colleagues receive them; If colleagues have a rest, they should call and be received by their designated colleagues. If he can't get in touch, he will continue to receive without recording the receiving ranking. If the customer can't remember the name of the salesman who received the customer last time, the salesman in charge must make a detailed record and fill in the corresponding information, and notify other colleagues to identify it. If no one knows, the customer's transaction belongs to the responsible salesman. If the receptionist recognizes it after the first break, it should be returned to the first receptionist. If the original salesman fails to determine his valid customer before the customer puts forward it, he should return it to the first receptionist within the effective retrospective period. If it is found out within the time limit, it is invalid. (The customer traceability period is three days)

4.2.3 Visiting customers must leave a registration form and be signed by the salesman before they can be regarded as valid customer registration, and customer records shall not be altered or destroyed. All customer ownership issues are based on this principle:

(1) Determine the ownership of valid customers according to the registration order.

(2) The retrospective period of the customer's ownership after the transaction is three days (including the third day).

(3) The difference between the name of the liquidation customer and the name of the registered customer is based on whether the immediate family members (parents, husband and wife) are involved (unless otherwise specified). Before the transaction, the ownership of the customer shall be subject to the registration of the first salesperson within 7 days.

(4) If there is any customer dispute, it shall be handled in line with the principle of coordinated settlement by both parties; If the two parties fail to solve the problem through coordination, the finalized customer shall be owned by the project team.

4.2.4 Old customers who have not made a deal bring new customers to visit, and old customers do not record rotation, but only record customers; If the return visit is completed, the customer return visit record of the day shall be filled in; If new customers are interested, they must record the rotation and customer records; If you are not interested, you can not record the visit record, but after the transaction, it will not be counted as the performance of the old salesperson; The customer who clinched the deal brought a new customer to visit, and the new customer registered and recorded a reception quota for the sales staff. If an old customer leads a new customer to visit, if the old salesman is absent, the ownership of the new customer should be the old salesman.

4.2.5 In principle, the ownership of new customers bought repeatedly by old customers or brought by old customers belongs to the original salesperson, and the original salesperson and old customers must be present at the same time. If the original salesperson is not present at that time, the receptionist must contact the original salesperson, and the customer belongs to the old salesperson; If the receptionist fails to inform the old salesperson, once it is found out, the customer's ownership is still to visit the salesperson; If the new customer does not appear with the old customer at the same time, or the new customer does not mention introducing the visit to the old customer, the ownership of the new customer belongs to the old salesperson during the retrospective period, and it belongs to the new salesperson after the retrospective period. (The retrospective period is on the day when new customers visit)

4.2.6 For customers received by the sales staff outside office hours, the sales staff must register the customers and count the reception rounds.

4.2.7 If the customer visits and the receptionist on duty is not present, it will be deemed as an automatic waiver of the reception right and will not be paid in the future.

4.3, telephone answering specification:

4.3. 1 When answering a customer's phone, the salesman can leave the customer's name and phone number, or leave the customer's information, and must register the customer in the customer's call register.

4.3.2 Telephone visiting customers shall be registered in the public follow-up record book, and the telephone visiting customers shall belong to the first recipient, with an effective retrospective period of one week. If the customer calls the first receiver during a telephone call, the first receiver should answer and take turns to answer; If the customer does not mention the first receiver when calling, but the first receiver has a record of telephone reservation and return visit within one week, the customer should belong to the first receiver; If the customer does not mention the first receiver when calling, but the first receiver has no record of telephone reservation and return visit within one week, then the customer should belong to the first receiver; Maintain a good working attitude during working hours and use standard language when answering the phone. Do not use standard language, each found a fine of 20 yuan.

4.3.3 The customers received by the exhibition hall shall be registered effectively, and the ownership of the customers shall be confirmed by the recommendation letter for viewing the house; Customers must take turns when they arrive at the scene.

5.0 Customer Transaction Management

5. 1. After completing the subscription, the sales staff must urge the customers to fulfill the contract on time, pay the down payment and sign the commercial housing sales contract in strict accordance with the requirements of the subscription agreement. If the contract is not signed at the expiration date, each household will be fined 50 yuan.

5.2 Before the transaction, the salesperson must confirm the status of the house number to be sold to the manager or sales controller. If the reservation is repeated, each household will be fined 100 yuan.

5.3 Before signing the commercial housing contract, customers must be reminded to prepare the signing part in advance, and all customers' doubts must be eliminated before signing the contract. If there is any problem beyond the authority, it should be reported to the superior leader in time.

6.0 evaluation

6. 1, performance appraisal

6. 1. 1 Sales staff will be assessed once a month, and the assessment results will be used as the basis for rewarding elimination. The evaluation contents are as follows:

1. performance.

2. Abide by rules and regulations

3. Enthusiasm for work

4. Cooperation spirit

5. Assist in site management.

6. 1.2 implement the last elimination mechanism:

For three consecutive months (including cross-quarter), the sales performance ranked last, and the poor performance was eliminated.

6.2. Project evaluation:

According to the project situation, the project team members will be assessed on project knowledge at any time, and those who fail to pass the assessment will stop their posts and resume their posts.

7.0 Incentive Mechanism: (Attached)

The above contents are applicable to all salespeople at the sales site, and every salesperson must take them seriously and abide by them.

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