Looking for real estate agent’s billing tips?

Billing skills of real estate agents:

1. Make an appointment by phone

① Briefly introduce

The pace of life in modern society is very fast Fast, many people are in a hurry every day. Therefore, when real estate agents call to make appointments with clients, they should describe the features of their services or products simply and smoothly without going into too much detail. Only by first letting the customer understand the overall situation, so that they can respond quickly whether they are interested or in need, so that they can quickly adjust their speech strategy.

② The language must be clear

This requires real estate agents to have clear ideas, rigorous logic, and express themselves in fresh and smooth language so that people can understand them at first glance.

③ Sincere attitude

Real estate agents must be honest and trustworthy at all times. When making an appointment over the phone, the client can easily hear over the phone whether the real estate agent is sincere or not. Only by treating each other with sincerity can real estate agents win the respect and trust of their clients and thus win the opportunity for interviews.

④ Be emotional

When a real estate agent makes a phone call, he or she must pay attention to incorporating emotion into his or her voice, making it sound soft and pleasant. Just imagine how it would feel if your voice was harsh and cold when you spoke.

⑤ Respect the person who answers the call

In many cases, the person who answers the phone is usually not the client the real estate agent wants to make an appointment with. What should I do? Agents should take it seriously and strive to build a good relationship with the person who answers the phone. Even if you are an assistant or secretary, you must show respect and not look down upon.

2. Things to note when meeting clients

(1) Be gentle and polite

Whether it is a phone appointment or an appointment in person, real estate agents must remain gentle, humble and polite. Courteous demeanor. Don't be disrespectful or over the top. Any slack and slack may cause strong reactions from customers.

(2) Don’t give up easily

When making a phone appointment or meeting in person, real estate agents can judge from the new customer’s wording, expression, voice, intonation and other non-verbal expressions. The customer's personality, temperament, and based on this, decide how best to provide the service. When striving for a meeting, remember that persistence is the key, and do not give up easily or even be pessimistic and disappointed because of some small setbacks. Make full use of your communication skills and charisma to secure opportunities for meetings.

(3) Be careful and considerate

After making an appointment with the client, the real estate agent should pay attention to some details, such as the date, location, person, etc.

If the appointment time is too far in advance, you should reconfirm it 1-2 days before the meeting to help remind the customer.

If you make a verbal appointment, you should send another email or fax to the customer so that you can remember the time, location, etc. of the appointment and attend the appointment on time.

(4) Pay attention to the art of speaking

Real estate agents must pay attention to the art of speaking when making appointments, especially during telephone appointments.

① Use a gentle and relaxed tone

When speaking, you should maintain an appropriate speaking speed and a soft tone to make people feel relaxed. Do not use any preaching words or tone that may affect customers' emotions or make them feel disgusted.

② Pay attention to your language habits

Speak clearly on the phone and avoid the frequent occurrence of catchphrases and some modal particles. When making phone calls, try to use vivid, concise and clear language so that customers can understand it immediately. In addition, you should also pay attention to synchronizing your speaking speed with that of your customers. Be careful not to use ambiguous words, dialect, etc.

③ Smile

On the phone, your smile may not be visible to the customer, but it can be felt. Be full of emotion when making phone calls. Even if you are not mellow, don't be cold. Leave a "spirited, enthusiastic, and neat" impression to your customers.

(5) Be good at listening

Real estate agents must listen carefully when making phone calls and obtain the required information from clients. Customers' words often reveal a lot of highly targeted information, and brokers must be good at grasping it. In addition, if you do not give customers the opportunity to express their opinions, it is easy to cause customer resentment.

(6) Make good use of questioning skills

In the process of engaging in brokerage activities, real estate agents need certain language skills, whether they are making appointments with clients or conducting business negotiations.

When making an appointment over the phone, you must be good at using questioning skills, let the customer talk more, and remain unchanged in response to changes, so as to guess the customer's mentality.

① Probing inquiry

This method is mainly used in the primary stage. After the call is connected, first introduce the situation of the unit to which you belong, and then ask probing questions.

② Inductive questioning

This method is mainly used in the mid-term stage. After the customer understands the product, he or she can ask questions and take advantage of the situation to move them to the next step.

③ Imaginative questioning

This method is a later questioning technique. Some questions can be preset to make customers express their approval of the broker's company, or their products and services, so that when requesting an appointment, the chance of being rejected is small.

(7) "Choose one of two" appointment time

When a customer agrees to make an appointment, the "choose one of two" method is generally used to let the customer choose the time instead of letting him determine the time. In this way, the agent has the initiative and can effectively avoid endless pushback with excuses such as "no time".

Although there is an appointment, due to some unforeseen reasons, sometimes both parties will change the time. At this time, the real estate agent must specify another time in the same way. The ideal method is to specify before the last confirmed appointment date.

6. Approaching the client

When approaching the client, the broker's main task is to briefly introduce the brokerage business to attract the client's attention and interest. At the same time, in the process of approaching customers, brokers must also understand their needs, clarify their true purchasing motivations, and propose appropriate products and services to effectively meet their needs.

(1) Basic requirements

Approaching customers is based on a confirmed appointment with clear goals. Real estate agents must grasp the basic requirements for approaching clients so that approaching and interviewing can proceed smoothly.

The basic requirements for approaching customers can be summarized in three points:

Approaching must attract the attention of customers.

Approach must arouse the customer's interest.

The approach must transition smoothly into the interview.

(2) Methods of approaching customers

Commonly used methods of approaching customers are:

① Curiosity approach method

In real estate agency In business, real estate agents can first arouse the customer's curiosity, attract the customer's attention and interest, and then find out the relevant topics and quickly move to the interview stage. This method takes advantage of people's curiosity to attract customers' attention and interest in the products and services provided by real estate agents or brokers, thereby approaching customers.

② Benefit approach method

This method uses the profit-seeking psychology of customers to approach real estate products and thereby approach real estate agents.

If the broker cannot provide some benefit to the client, the client will not be interested in it. When using the benefit approach method, the stated product benefits must be realistic and cannot be exaggerated. In addition, product benefits must be comparable so that customers can compare them when making decisions.

③ Problem approach method

This method refers to using the method to arouse the customer's interest and then transfer to the interview. The broker can first ask a question, and then ask other questions based on the client's actual response, and get closer to the client step by step. Of course, this question must be to the point, highlight the key points, and capture the customer's heart at once.

(3) Things to note

What matters must be paid attention to when approaching customers:

① Avoid days when meetings are not suitable

Generally do not visit on the second day when the customer is off, because the customer is usually very busy that day and has a lot of things to deal with.

② Avoid times when meetings are inappropriate

Avoid visiting right after work. It's best to go an hour after work, when the morning meeting or preparations are over.

Don’t meet with clients while you’re at or about to have lunch.

It is not advisable to visit when you are about to get off work.

In short, approach is a two-way communication process. The real estate agent must attract the customer's attention and interest before he can win the opportunity to interview the customer.

3. Customer Interview Skills

Face-to-face negotiation is the continuation of getting close to the customer, with the purpose of persuading the customer in order to facilitate the transaction.

1. Principles of Interviews

Only when real estate agents master some necessary interview principles in the formal interview process can they effectively choose and use various interview techniques to persuade clients. Promote successful transactions. The basic principles that real estate agents should follow are:

(1) Targetedness

When interviewing clients, real estate agents should proceed from the business purpose and make the interview environment, The negotiation process, negotiation objects and the characteristics of the business itself are specific.

(2) Authenticity

Real estate agents should truthfully introduce real estate products during the interview process, be truly responsible to customers, and do not play tricks or deceive customers.

(3) Flexibility

Real estate agents should make specific analyzes based on specific situations, adapt to the time, place, and people, adapt to changes, and act according to circumstances.

(4) Professionalism

Real estate agents must be familiar with business knowledge, strive to express themselves flexibly during interviews, answer various questions from customers very professionally, and win customers trust and cooperation.

(5) Positivity

Real estate agents should take the initiative to introduce relevant information to customers, actively communicate with customers, increase their own trust, and thereby enhance their persuasiveness.

2. Interview methods

Interview methods mainly include prompting method and demonstration method. The prompt interview is mainly a verbal interview, and the demonstration interview is mainly a non-verbal interview.

(1) Prompt interview method

The main forms of prompt interview method are:

① Dynamic prompt method

By providing customers with The concept stimulates the customer to react quickly, prompting the customer to make an immediate decision, thereby quickly completing the transaction.

When applying this law, attention should be paid to directly appealing to the client's main motivation. Clients have many different motivations, and it is impossible for a real estate agent to appeal to all of a client's motivations at the same time, only the most dominant ones. Because dynamic prompts are sometimes enough, one or two sentences or a few keywords are enough, but long words may cause customer disgust.

② Direct prompting method

The direct prompting method is based on the main motivation of the customer. The real estate agent directly persuades the customer to accept his suggestion, directly prompts the customer, and displays the advantages and features of the product. Propose ways and methods to solve problems and seek breakthroughs on key issues.

It is worth noting that in the process of applying this method, the personality of the customer must be respected and direct offense to the customer should be avoided.

③ Positive prompting method

Positive prompting method refers to an interview method in which real estate agents use other positive methods to persuade clients.

The positive reminder method is mainly used to directly remind the advantages and vested interests of real estate products. When applied correctly, it can be very persuasive.

When applying this method, pay attention to using more positive judgments, giving positive reminders to customers, and avoiding negative hints. Sometimes you can use a questioning tone to elicit a reaction from your customers.

④ Logical prompting method

The logical prompting method is an effective interview method, which mainly appeals to the client's rational thinking. When using it, by considering the customer's behavioral decision-making process, making logical deductions from the customer's perspective, scientific analysis, convincing people with reason, and speaking with numbers, customers can be convinced in most cases. The combination of emotion and reason is the best choice. Agents must not only convince people with reason, but also use emotional art to affect people.

(2) Demonstration prompt method

Due to the increasing amount of information that needs to be conveyed in the real estate brokerage business, real estate agents try to save time or reduce the amount of information conveyed when interviewing clients. More authentic and reliable, commonly used demonstration method.

① House display

In the real estate brokerage business, real estate agents often display real estate models when interviewing clients, and at the same time introduce its peripheral conditions and value. Agents should focus on the current situation, combine the advantages of on-site real-life recommendations, strengthen the advantages of real-estate real estate, guide customers on how to space and decorate, and then remind customers of the layout of the model house, so that customers can have a good imagination, thereby inducing their purchasing motivation and stimulating their desire to buy.

② Picture and text demonstration

During real estate brokerage activities, real estate agents can use computers, TVs, projectors, etc. to demonstrate textual information and picture information about real estate products to persuade customers. Buy.

The pictures are intuitive, vivid and vivid, and are easily accepted and understood by customers.

With the development of the times, the available media are becoming more and more abundant. Agents can even integrate pictures, text, sound, video, etc. into a comprehensive display to receive better demonstration effects.

3. Interview skills

(1) Chilling

Under normal circumstances, when a real estate agent sits down to talk with a client, the real estate agent should be decisive , make full use of time to speak first to gain the initiative in the talks. Many times, taking a preemptive strike is a good way to defeat the enemy.

In face-to-face brokerage business negotiations, you must say the first sentence well. The first sentence is no less important than a detailed self-introduction. The first sentence you say should be logical and naturally transfer the pleasantries to the main topic. In order to prevent customers from thinking about other issues, the first few sentences must be vivid and powerful, not muddled. Only in this way can the interview be carried out effectively and at the same time lay a solid foundation for the final deal.

If the client takes the initiative to come to the door, he may want the real estate agent to make an offer first, or wait for the real estate agent to express his thoughts first and wait and see what happens. At this time, the broker can let the customer speak first, and then give corresponding feedback after finding out the customer's details.

(2) Asking questions

In interviews, asking questions is a very useful way of talking. It can attract the attention of customers, make them pay attention to these issues, and guide the customers' thinking. , and get all the information you need.

① How to ask questions

Real estate agents should ask different questions according to the actual situation at different times of the real estate brokerage business, or understand the true intentions of the customer, or meet the customer's needs .

Real estate agents can understand the customer's true attitude, confirm their needs, and explore the customer's willingness to talk through exploratory questions, thereby increasing the probability of closing the deal.

When a client raises objections and refuses, the real estate agent should consider this situation in advance and ask certain questions accordingly to prompt the client to make a contrary answer. The real estate agent can mention something to make the client admit that he has a certain need, and the agent can help him solve this need.

In business meetings, in order to remind and urge clients to make early decisions, brokers can use a selective "trap" to enable clients to choose the most suitable one among multiple alternatives. This questioning method allows the customer to make choices within a certain range, which actually forces the customer to accept at least one option.

Only by gaining customer recognition can we facilitate better transactions. In order to achieve this goal, real estate agents sometimes suggest some tricks to solve the problem. ② Question selection

During the interview, the broker should seize the opportunity to ask the client more inspection questions. This can test whether the customer has the intention to complete the transaction. There are three responses from customers to questions of this nature: affirmative, negative and non-committal. As long as the agent's questions are asked in the correct way and expressed appropriately, no matter what the customer answers, it will not hinder the final transaction. Even if the answer is no, it is just a matter of fact and has nothing to do with the overall situation. If the answer is non-committal, it means that the time for closing is not yet mature, and the agent needs to increase his persuasiveness.

(3) Listening

In interviews, listening carefully is often more important than talking incessantly. Only by learning to listen can you explore the psychological activities of customers, observe and discover their interests, thereby confirming the real needs of customers and constantly adjust the content of your conversations.

For real estate agents, only by listening attentively to their clients can they feel valued and reveal their true intentions. Brokers consciously create this good atmosphere to increase the probability of closing a deal.

Be patient while listening. Even if the customer's opinion is incorrect, you must listen to it to show respect and do not interrupt the customer's conversation casually. In addition, you must have a certain ability to discern what customers say, so that you can adjust your ideas in a timely manner and do a targeted job of persuasion.

In addition to listening carefully, there must also be feedback responses. Such as nodding, leaning forward, making eye contact, making summary records, repeating key words, or asking questions, etc., to make the customer feel that you are listening carefully and that what he said is at least partially recognized by you, so that he will be willing to do more Bare your heart more and communicate with you more.

(4) Q&A

During the interview with the customer, the customer has many doubts that need to be answered; during the questioning process, the customer’s answers are biased and need to be corrected and guided. These all need to be handled by real estate agents. During the question-and-answer process, attention should be paid to the following aspects:

① Stay calm

No matter whether the client asks unintentional questions or makes unprovoked attacks during the interview, Real estate agents should stay calm and take matters seriously.

② Be concise and to the point

Adjust your speaking speed according to whether the customer can understand your conversation and how well they understand the important issues in the conversation. When introducing some main information to customers, the speaking speed should be appropriately slowed down and emphasized. The answer should be concise and to the point, as long as it can tell the truth clearly.

③ Avoid head-on arguments

Real estate agents must respect their clients at all times during the interview, and do not argue with clients just for the sake of quick words. This is a taboo in the brokerage business. This is likely to result in the loss of an opportunity to close a deal, because any negotiation cannot reach an agreement by arguing.

④ Avoid direct refutation

When disagreements arise between the two parties during the interview, the broker must avoid direct refutation of the client under any circumstances. This is likely to dampen the client's self-esteem, make the atmosphere of the interview tense, and even make it difficult to continue.

(5) Customer psychological analysis and coping strategies

When interviewing customers, real estate agents must pay attention to analyzing the customer’s psychological state, put themselves in the customer’s shoes, and master the necessary Contingency strategies to stimulate customers’ desire to close transactions. Here we focus on the analysis of the psychological state of home buyers, which mainly include the following types:

① Mature and stable type

This type of customers usually have rich knowledge of home buying and comparative investment experience. He has a good understanding of the performance of the house itself and the market conditions of various properties. When negotiating with sales staff or real estate agents, he is often thoughtful, calm and steady; when encountering doubts, he likes to get to the bottom of it and is not easily convinced by sales staff or real estate agents. People persuade.

Coping strategy: This type of customer is usually a thoughtful person who will rely on their own experience to do something and will not be easily persuaded by real estate agents. If a real estate agent treats each other with sincerity, explains the service or product performance in detail, explains it reasonably, and provides sufficient and accurate evidence, he will gain the trust and cooperation of the customer.

② Cautious type

This type of customer is characterized by a serious appearance and cold response. Read the instructions and posters repeatedly, show no enthusiasm for the cordial inquiries from sales staff or agents, and even pretend to be ignorant of the questions, for fear of revealing secrets.

Coping strategy: Facing this type of customers, real estate agents should not only introduce the products in detail, but also use a cordial and sincere attitude to break the customers' wariness. To communicate with customers emotionally, it is best to chat casually, slowly understand the customer's family situation, financial income status, home purchase wishes and preferences, and strive for the customer's trust and dependence, and then get to the point.

③ Indecisive type

This type of customer does not have high requirements for the real estate product itself, but they just go back and forth, cannot make up their mind, and do not have a certain backbone. He may like three floors for a while, like five floors for a while, and then think it would be nice to have a flower garden on the bottom floor. This type of customer is not picky about the performance of the house. They have a strong desire to buy, but they don’t know what they like. They seem to like them all, but in the end they can’t decide which house to choose.

Coping strategy: For this kind of customer, the real estate agent should let the customer make a decision and make up his mind as soon as possible. Real estate agents should "cut the knot quickly" and not recommend too many properties to clients for them to choose from over and over again. Instead, they might as well persuade clients to choose a certain house and give up other options based on the client's actual situation with a decisive tone and expert theory. Customers are convinced, thus seizing the transaction opportunity and promoting the success of the transaction.

④Critical type

This type of customer thinks too carefully and likes to find small problems, regardless of the building materials, architectural shape and style, orientation, color, public facilities and There are opinions on the area, etc., they are fussy about every detail, they make deductions here and there, they bargain hard, and their attitude is arrogant.

Coping strategy: You must not be "soft-hearted" with this kind of customer, you must "fight fire with fire", you must overwhelm the other party in terms of momentum, and it is not appropriate to make concessions, otherwise the other party will make further progress.

Emphasize to the other party the excellent quality of the product and the preferential payment methods, and offer small favors first to encourage them to make a quick decision.

⑤ Inexperienced type

This type of customer is usually a first-time home buyer. They know nothing or little about the performance of the product itself. They like to ask questions and often say Come up with some layman's words. For example, they know nothing about basic concepts such as building area and usable area, have neither construction knowledge nor market common sense, and lack a basic concept of the real estate market and the price levels of various properties. The most common thing is to admire the gorgeous model house. They only have a feeling for the appearance, but know nothing about the internal structure, various dimensions and ease of use, and of course they cannot care about these issues.

Coping strategies: For this type of customers, real estate agents should take the trouble to introduce real estate brochures to customers, take the initiative to introduce relevant real estate knowledge to them, and at the same time take the initiative to show customers the business performance and good reputation of the company. and the ability to practice, thereby eliminating and dispelling customers' doubts about real estate agents, and creating a sense of trust and dependence. This sense of security is likely to be the key to a successful transaction.