How to do a good job in case sales?

1. Finding customers \xd\ xd \ (1) Sources of customers \ xd \ If you want to sell the house, you must first find effective customers. There are many sources of customers, such as telephone consultation, real estate exhibitions, on-site reception, promotional activities, home visits, friend introductions, etc. \ xd \ xd \ Most customers call through advertisements made by developers in newspapers, television and other media, or get project information at exhibitions and promotional activities. If they feel that they meet their requirements, they will take the time to visit the sales office of the project in person or introduce them through friends. \xd\ Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will visit the site; And the customers introduced by friends have a better understanding of the project, and the copies meet their own requirements, and the purchase intention is strong. \xd\\xd\ (2) Answer the hotline \xd\1. Basic actions \xd\\xd\(1) Answer the phone with a kind attitude and a kind voice. Generally, take the initiative to greet: "Hello, X X Garden or Apartment", and then start a conversation. \xd\(2) Usually, customers will ask questions on the phone about price, location, area, pattern, progress, loan, etc., and salespeople should make full use of their strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers. \xd\\xd\(3) During the conversation with customers, try to get the information we want: First, the personal background information such as the customer's name, address and contact number; The second requirement is the information on the specific requirements of products such as price, area and pattern that customers can accept. Among them, the determination of contact information with customers is the most important. \xd\\xd\(4) The best way is to invite customers to visit the house directly. \xd\\xd\(5) Before you hang up, you should give the name of the salesman (if possible, you can leave the salesman's own mobile phone number and pager number for customers to consult at any time), and once again express your wish that customers come to the sales office to see the house. \xd\\xd\(6) Record the obtained information on the customer's call form immediately. \xd\\xd\2. Precautions \xd\(1) When answering the phone, pay attention to the requirements of the company (the company should conduct training and unify the requirements before the sales staff take up their posts). \xd\\xd\(2) Before the advertisement is released, you should know the contents of the advertisement in advance and carefully study how to deal with the problems that customers may involve. \xd\\xd\(3) On the day of advertisement release, there are a lot of calls, and the time is more precious. Therefore, answering the phone should be limited to 2 to 3 minutes, which should not be too long. \xd\\xd\(4) When answering the phone, try to change from passive answer to active introduction and inquiry. \xd\\xd\(5) The inviting customer should specify the specific time and place, and tell him that you will wait specially. \xd\\xd\(6) The customer's call information should be sorted and summarized in time, and fully communicated with the site manager and advertising producers. \xd\\xd\(7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interview and introduction. \xd\\xd\ II. On-site reception \ xd \ \ (1) Greeting customers \xd\1. Basic actions \xd\\xd\ (1) When customers enter the door, every salesperson who sees them should take the initiative to say "Welcome" to remind other salespeople to pay attention. \xd\(2) The sales staff immediately stepped forward and received them warmly. \xd\\xd\(3) Help customers pack rain gear and put clothes and hats. \xd\(4) Distinguish the authenticity of customers through casual greeting, and know the region where customers come from and the media they accept (from which media they learned about this property). \xd\\xd\(5) Ask whether the customer has contacted other salesmen. If it is a customer of other salesmen, please wait for the customer to be received by the salesman; If it is not a customer of another salesman or the salesman is absent, you should introduce the customer enthusiastically. \xd\\xd\2. Precautions \xd\(1) Sales personnel should be well-groomed and friendly. \xd\\xd\(2) Receive customers or one person, or one master and one assistant, limited to two people, not more than three people. \xd\\xd\(3) If you are not a real customer, you should still provide a copy of information for a concise and warm reception. \xd\\xd\ (2) After introducing the project \xd\\xd\ polite greetings, you can make a simple explanation of the project (such as orientation, building height, configuration, surrounding environment, etc.) with the help of sand table model, so that customers can form a general concept of the project. \xd\\xd\1. Basic actions \xd\(1) Exchange business cards, introduce each other, and learn about customers' personal information. \xd\(2) Introduce the products naturally and emphatically (focusing on the description of lots, environment, transportation, supporting facilities, housing facilities, main building materials, etc.) according to the planned sales route at the sales site and with the sales props such as light boxes, models and model rooms. \xd\\xd\2. Precautions \xd\(1) At this time, the overall advantages of this property are emphasized. \xd\(2) Sell your enthusiasm and sincerity to customers and strive to establish a relationship of mutual trust with them. \xd\\xd\(3) Accurately grasp the real needs of customers through conversations, and quickly formulate their own coping strategies accordingly. \xd\\xd\(4) When there is more than one customer, pay attention to distinguish the decision makers among them and grasp the relationship between them. \xd\\xd\(5) In the process of explaining the model, you can inquire about customer needs (such as area, purchase intention, etc.). After explaining the model, you can invite him to visit the model room. In the process of visiting the model room, the sales staff should focus on the advantages of the project and make some auxiliary introductions to cater to customers' preferences. \xd\\xd\ (3) Show the site \xd\ After making a basic introduction in the sales office and visiting the model room, you should show the customers around the project site. \xd\\xd\1. Basic actions \xd\(1) Combining with the current situation and surrounding features of the construction site, introduce it while walking. \xd\(2) According to the room type diagram, let customers truly feel their selected households. \xd\\xd\(3) Speak as much as possible, so that customers will always be attracted to you. \xd\\xd\2. Precautions \xd\(1) The route to show the construction site should be planned in advance, and attention should be paid to cleanliness and safety along the route. \xd\(2) Ask the customer to take the safety helmet (see the delivery room) and other belongings with him. \xd\\xd\ III. Negotiation \xd\ \ (1) Preliminary negotiation \ xd \ After the sample room and site visit, customers can be guided to the negotiation area for preliminary negotiation. \ xd \ xd \ 1. Basic actions \xd\(1) Pour tea, guide customers to sit at the sales table, give them project information, and introduce the price and payment method of the project. \xd\(2) When the customer doesn't take the initiative, he should immediately take the initiative to choose a house type for tentative introduction. \xd\\xd\(3) According to the unit that customers like, make a more detailed explanation on the basis of affirmation. \xd\\xd\(4) According to the customer's requirements, calculate the price, down payment, monthly repayment and various related formalities of the floor unit that the customer is satisfied with. \xd\\xd\(5) Explain the customer's doubts and help them overcome the purchase obstacles one by one. \xd\\xd\(6) Create an atmosphere at the scene in time to strengthen their purchasing desire. \xd\\xd\(7) On the basis of the customer's 7% recognition of the product, try to persuade him to make a down payment. \xd\\xd\2. Precautions \xd\(1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control. \xd\(2) Personal sales materials and sales tools should be ready to meet the needs of customers at any time. \xd\(3) Understand the real needs of customers and the main problems of customers. \xd\\xd\(4) Sales personnel should avoid providing too many choices when providing customers with the choice of apartment type and floor based on the sales situation. According to the customer's intention, generally provide two or three floors. \xd\\xd\(5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at. \xd\\xd\(6) Pay attention to judge the sincerity, purchasing power and transaction probability of customers. \xd\\xd\(7) The atmosphere at the scene should be natural and friendly, and the temperature should be mastered. \xd\\xd\(8) There should be no exaggeration or fiction in the explanation of products. \xd\\xd\(9) Commitments that are not within the scope of authority shall be reported to the site manager for approval. \xd\\xd\ After the above procedures are completed, the customer will take all the information back for consideration. At this time, the sales staff can leave their contact information (it is best to ask the customer when it is convenient to contact) and express the hope that they can make a decision as soon as possible (the expression should not be too straightforward, and it is forbidden to exaggerate the sales situation too much). Finally, they should be sent out to say goodbye. \xd\\xd\ Individual customers with strong intentions can collect a small deposit and declare to them that the units they like can be kept for them (the retention time should not exceed 3 days), which will help customers to make a purchase decision earlier, and the timing of taking this way is determined by the sales staff according to the on-site situation. \xd\\xd\ (2) No deal has been made yet \xd\1. Basic actions: \xd\(1) Prepare a copy of sales posters and other materials for customers to carefully consider or spread on their behalf. \xd\\xd\(2) Tell the customer's contact information and telephone number again, and promise to make voluntary house purchase consultation for them. \xd\\xd\(3) Re-agree on the time for viewing the house for interested customers. \xd\\xd\(4) Send the guests to the gate or the elevator room. \xd\\xd\2. Precautions \xd\(1) Customers who haven't made a deal yet or haven't made a deal are still customers, and the sales staff should be kind and consistent. \xd\(2) Timely analyze the real reason for not closing the transaction or not closing the transaction, and put it on record. \xd\\xd\(3) Report to the site manager the reasons for not closing the transaction or not closing the transaction, and take corresponding remedial measures according to the specific situation. \xd\\xd\ IV. Customer tracking \xd\\xd\1. Basic actions \xd\\xd\(1) Contact customers according to their grades and report orally to the site manager at any time. \xd\(2) For customers with Grade A and B, the sales staff should be listed as key targets, keep close contact and try their best to persuade them. \xd\\xd\(3) Make a detailed record of each tracking, so as to facilitate future analysis and judgment. \xd\\xd\(4) Regardless of whether the transaction is concluded in the end, it is necessary to gently ask the customer to help introduce the customer. \xd\\xd\2. Precautions \xd\(1) When tracking customers, we should pay attention to the choice of topics, so as not to give customers the impression of poor sales and hard sales promotion. \xd\(2) Pay attention to the time interval when tracking customers. Generally, two or three days is appropriate. \xd\\xd\(3) Pay attention to the changes in tracking methods: for example, you can call, send information, visit at home, and invite to participate in promotional activities. \xd\\xd\ V. Signing a contract \ \ xd \ (1) Closing a transaction and receiving a deposit \xd\1. Basic actions \xd\\xd\ (1) When the customer decides to purchase and make a deposit, he will tell the on-site manager by using the sales control response. \xd\(2) Congratulations to the customer. \xd\\xd\(3) Collect a small deposit or a large deposit from the customer according to the specific situation, and tell the customer about the behavior constraints of the buyer and the seller. \xd\\xd\(4) Explain the terms and contents of the order in detail. \xd\\xd\(5) Collect the deposit, and ask the customer, the sales agent and the site manager to sign for confirmation. \xd\\xd\(6) Fill in the order form and send the order form together with the deposit to the site manager for collection and filing. \xd\\xd\(7) Give the first copy of the order (customized copy) to the customer, and tell the customer to bring the order when making up or signing the contract. \xd\\xd\(8) Determine the date of making up the deposit or signing the contract, and tell the customer in detail all matters needing attention and all kinds of certificates required. \xd\(9) Congratulations to the customer again. \xd\\xd\(1) Send guests to the gate or the elevator room. \xd\\xd\2. Precautions \xd\(1) Close cooperation with the site manager and other sales staff. Make and maintain the site. \xd\(2) It is an effective way to encourage customers to pay a small deposit (above 5 yuan) when they are slightly interested in a certain unit or decide to buy it, but they don't have enough funds. \xd\\xd\(3) The amount of small deposit is not much, and its main purpose is to make customers care about our real estate. \xd\(4) The down payment (large down payment) is a part of the contract. If either party breaks the contract without reason, it will be compensated according to the down payment. \ xd \ xd \ (5) The lower limit of the deposit amount is 1, yuan, and the upper limit is 2% of the total house price. The purpose is to ensure that the customer finally signs the contract. \xd\\xd\(6) The retention date of the deposit is generally limited to 3-7 days. After that, the deposit will be confiscated, and the retained units will be freely introduced to other customers. \xd\\xd\(7) The time interval between the deposit and the signing date should be as short as possible, so as to avoid all kinds of complications. \ xd \ xd \ (8) Discounts and other conditions shall be reported to the site manager for approval and filing. \xd\\xd\(9) After the order is filled in, carefully check whether the house type, area, total price and deposit are correct. \xd\\xd\(1) The deposit collected must be collected in real time. \xd\\xd\ (II) Make up the deposit \xd\1. Basic actions \xd\\xd\(1) Fill in the paid-up amount in the deposit column. \xd\(2) Cross out the columns of the agreed compensation date and the compensation amount. \xd\\xd\(3) Confirm the signing date again, and fill in the signing date and signing fee on the order form. \xd\\xd\(4) If the order is re-opened, the large deposit order will be filled in according to the content of the small deposit order. \xd\\xd\(5) Tell the customer in detail all matters needing attention on the signing date and all kinds of certificates required. \xd\\xd\(6) Congratulate the customer and deliver it to the gate or the elevator room. \xd\\xd\2. Precautions \xd\(1) Before the agreed replenishment date, contact the customer again to confirm the date and make it accurate. \xd\(2) After filling in, check again whether the household, area, total price and deposit are correct. \xd\\xd\(3) Report the details to the site manager for the record. \xd\\xd\ (3) Changing households \xd\1. Basic actions \xd\\xd\(1) In the column of ordering houses, fill in the household type, area and total price after changing households. \xd\