Basic process of customer sales reception

Basic process of customer sales reception

Sales is the basic process of receiving customers. Now many people in our industry are engaged in sales. Moreover, when receiving guests, the management department should draw up the reception plan for important customers, coordinate relevant departments to carry out reception tasks, provide logistical support, and do a good job in the transmission and archiving of important information in the future. The following is the basic process of selling and receiving customers.

The basic process of selling and receiving customers is 1 1. When customers enter the door, every salesperson they see should take the initiative to say "Welcome" to remind other salespeople to pay attention.

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 customers, understand the region and be interviewed by the media.

For novices, pay attention to what they say, pay attention to them when you are with old employees, and make good use of them when you communicate with customers.

Workflow of sales staff

Section 1 Finding Target Customers

I. Customer sources and channels

If you want to sell the house, you must first find effective customers. There are many sources of customers, such as consultation telephone, exhibition, on-site reception, housing promotion activities, home visits, friend introductions, etc.

Many customers make phone calls through advertisements made by developers, or get project information in exhibitions and various promotional activities. If they feel that they meet their requirements, they will take the time to visit the sales office of the project site in person or introduce them through friends.

Generally speaking, customers who call just want to have a preliminary understanding of the project, and if they are interested, they will go to the sales office to have a look; The customers introduced by friends are all customers who already know something about the project, meet their own requirements and have a strong intention to buy a house.

Second, answer the sales office hotline

1, basic action

(1) Answer the phone with a kind attitude and a kind voice. Usually take the initiative to say hello: "Hello, XX Garden or Apartment", and then start chatting.

(2) Usually, customers will ask questions about price, location, area, pattern, progress, loan, etc. Salespeople should foster strengths and avoid weaknesses, and skillfully integrate the selling points of products in their answers.

(3) Try to get the information we want in the conversation with customers:

Personal background information, such as 1 requirements, customer name, address and contact number.

The second requirement is the price, area, pattern acceptable to customers, and the specific requirements of products.

Among them, the determination of contact information with customers is the most important.

(4) It is better to invite customers to see the house directly.

(5) Say the name of the salesman before hanging up (if possible, you can leave the mobile phone number and pager number of the salesman for the customer to consult at any time), and once again express the hope that the customer will come to the sales office to see the house.

(6) Record the obtained information on the customer visit form immediately.

2. Preventive measures

(1) When answering the phone, pay attention to the company's requirements (before the sales staff take up their posts, the company should conduct training and unify the requirements).

(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.

(3) On the day of advertising, there are many telephone calls, and time is precious. So answer the phone in 2 to 3 minutes, not too long.

(4) When answering the phone, try to change from passive answer to active introduction and inquiry.

(5) Invite the customer to specify the specific time and place and tell him that you will wait for him specially.

(6) To sort out and summarize the customer's call information in time, and fully communicate with the site manager and advertisement producer.

(7) Remember: the purpose of answering the phone is to urge customers to come to the sales office for further interviews and introductions.

Section 2 On-site Reception

On-site reception, as the most important part of sales, should be paid special attention by sales staff. All the work in the early stage is to prepare for customers' door-to-door.

First, meet the customers.

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

(2) The sales staff immediately came forward to give a warm reception.

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

(4) Through casual greetings, identify the authenticity of the customer, and know the region where the customer comes from and the media he accepts (from which media he learned about this property).

(5) Ask whether the customer has contacted other salesmen. If it is a customer of other salesmen, please wait a moment for the customer to be received by the salesman; If it is not another salesman's customer or the salesman is absent, introduce the customer enthusiastically.

Matters needing attention

(1) Sales personnel should be well dressed and friendly.

(2) reception of customers or one person, or one master and one helper, limited to two people, no more than three people. 、

(3) If it is not a real customer, it is still necessary to provide a copy of the information for a concise and warm reception.

Second, introduce the project

After polite greetings, you can give a brief description of the project (such as orientation, building height, configuration, surrounding environment, etc.). ) Use the sand table model to let customers form a general concept of the project.

1, basic action

(1) Exchange business cards, introduce each other, and learn about customers' personal information.

(2) Introduce the products in a natural and core way (focusing on the location, environment, transportation, supporting facilities, housing facilities and main building materials) according to the sales props such as sales routes, light boxes, models and model rooms planned at the sales site.

2. Preventive measures

(1) At this time, the overall advantages of this property were emphasized.

(2) sell your enthusiasm and sincerity to customers and try to establish a relationship of mutual trust with them. (3) Correctly grasp the real needs of customers through conversation, and quickly formulate their own coping strategies accordingly.

(4) When there is more than one customer, pay attention to distinguish decision makers and grasp their relationship.

(5) In the process of explaining the vehicle model, you can inquire about the customer's needs (such as area, purchase intention, etc. After explaining the model, you can invite him to visit the model room. During the visit, the sales staff should make a core introduction to the advantages of the project and make some auxiliary introductions to cater to customers' preferences.

Third, show the scene.

In the sales office made a basic introduction, visited the model room, to lead customers to visit the project site.

1, basic action

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

(2) According to the floor plan of the room, let customers feel the tenants they choose.

(3) Talk as much as possible to keep customers attracted to you.

2, matters needing attention,

(1) The route of the exhibition site should be planned in advance, and attention should be paid to cleanliness and safety along the way.

(2) Require customers to carry safety helmet (see delivery room) and other items.

Section III Negotiation

I. Preliminary negotiations

After the model room and site visit, customers can be guided to the negotiation area for preliminary negotiation.

1, basic action

(1) pour tea, guide customers to the sales table, give them project information, and introduce the price and payment method of the project.

(2) When the customer does not take the initiative, he should immediately take the initiative to choose the room type for tentative introduction.

(3) According to the units that customers like, on the basis of affirmation, make a more detailed explanation.

(4) According to the customer's requirements, calculate the price, down payment, monthly repayment and various related procedures of the floor unit that the customer is satisfied with.

(5) Explain customers' doubts and help customers overcome the purchase obstacles one by one.

(6) Create the scene atmosphere in time and strengthen their purchasing desire.

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

2. Preventive measures

(1) When seated, pay attention to placing the customer in a space with pleasant vision and easy control.

(2) To prepare personal sales materials and sales tools to meet the needs of customers at any time.

(3) Understand the real needs of customers and the main problems of customers.

(4) Sales personnel should avoid providing too many choices when providing customers with the choice of apartment type and floor according to the sales situation. According to the customer's intention, two or three floors are generally provided.

(5) Pay attention to communication and cooperation with colleagues on site, and let the site manager know which apartment the customer is looking at.

(6) Pay attention to judge the sincerity, purchasing power and sales probability of customers.

(7) The atmosphere should be natural and friendly, and the temperature should be well controlled.

(8) The description of the product should not contain exaggerated or fictitious elements.

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

After the above procedures are completed, the customer will take all the information back for consideration. At this time, the salesperson can leave his own contact information (it is best to ask the customer when it is convenient to contact) and express the hope to make a decision as soon as possible (the expression should not be too straightforward, and it is strictly forbidden to exaggerate the sales situation). Later, they should be sent out to say goodbye.

Individual customers with strong intentions can take the form of collecting a small deposit and declare to them that their favorite units can be kept for them (the retention time is not more than 3 days). This way helps customers to make a purchase decision earlier, and the timing of this way is decided by the sales staff according to the on-site situation.

Second, it hasn't been sold yet.

1, basic action:

(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) Re-arrange the viewing time for interested customers.

(4) Send the guests to the door or the elevator.

2. Preventive measures

(1) Customers who haven't sold or haven't sold are still customers, and the sales staff should be kind and consistent.

(2) timely analyze the real reasons for not selling or not selling, and record them.

(3) Report to the site manager for the reasons of unsold or unsold, and take corresponding remedial measures according to the specific situation.

The fourth quarter customer tracking

Customer tracking

1, basic action

(1) During busy hours, contact according to customer level and report orally to the site manager at any time.

(2) Focus on A-level and B-level customers and salespeople, keep close contact and try every means to convince them.

(3) Record each tracking situation in detail for future analysis and judgment.

(4) Whether it is post-sale or not, please ask the customer to help introduce the customer tactfully.

2. Preventive measures

(1) When tracking customers, we should pay attention to the choice of topics, and don't give customers the impression that sales are not good and sales are hard.

(2) When tracking customers, pay attention to the time interval, generally two or three days is appropriate.

(3) Pay attention to the changes in tracking methods: for example, you can call, send messages, visit at home, and invite to participate in promotional activities.

Basic process of sales reception for customers 2 etiquette process of business reception for important customers

I. Planning and preparation

1. After receiving the notice from the company's leaders or the reception contact list of relevant departments, the comprehensive management department should fully communicate with the application department and learn the basic information of the customer in detail: the customer's position, specific visit time, number of people, date of stay, purpose and reception requirements, etc. On this basis, draw up relevant reception plans, work out schedules and arrange reception standards as appropriate.

2. The General Management Department shall notify the leaders and accompanying personnel attending the meeting, and determine the meeting time and place according to the proposed plan.

3. According to the customer's situation, the comprehensive management department will book hotels for entertaining customers in advance according to the reception standards, and arrange the standards of drinks, cigarettes and meals as appropriate; If you need to check in, you should make an appointment in advance according to the reception standard.

4. The comprehensive management department plans to arrange customers to dine in hotels, tourist routes, shopping malls and entertainment projects according to the situation.

5. Due to the needs of the meeting, the comprehensive management department needs to prepare flowers, fruits, rock tea, audio equipment, projection equipment, leadership seats, banners, make welcome cards and signs, arrange etiquette personnel and arrange on-site photography.

6. The comprehensive management department will arrange the vehicles needed for reception according to the situation, so as to ensure that the vehicles are clean and have good safety performance. The pick-up and drop-off personnel are responsible for coordinating and arranging the reception personnel of the comprehensive management department.

7. If necessary, the General Management Department should purchase air tickets and air tickets for customers in advance according to the situation.

Second, the reception standard

First-class reception standard:

Accompanying personnel: General Manager, Deputy General Manager and Minister of General Management Department.

1. greetings: the general manager, the deputy general manager and the director of the general management department meet at the airport, the station and the company gate. Pay attention to the waiting time and wait at the meeting place in advance. When introducing guests, the receptionist should pay attention to the order (observe the introduction order).

The formal practice is to introduce the host first, and then introduce the guests; Introduce those with low positions first, and then introduce those with high positions; Introduce men first, then introduce women; Introduce the younger generation first, and then introduce the elders; First introduce individuals, then introduce groups. When receiving foreign guests.

If there is more than one guest and host, when introducing both parties, the host party should be introduced first, and then the customer party should be introduced. However, when introducing people from all sides, we should usually be condescending and humble according to the position.

When visiting, the host first extended his hand to welcome him. When leaving, the host reached out first and then shook hands. The strength of shaking hands is limited to not hurting each other's hands. When we meet for the first time, the time is generally controlled within 3 seconds. When introducing, introduce the low-ranking party to the high-ranking party. )

2. Visit: Accompanied by the general manager, deputy general manager and the director of comprehensive management department, introduce the basic situation of the city along the way, and introduce the company information in detail after arriving at the company.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room. We can make leaders' seats, banners, welcome cards and signs as needed, and debug audio equipment, projection equipment and camera equipment.

4. Dining standard: The comprehensive management department will book hotels according to company standards:

5. Hotel standards: The comprehensive management department will book hotels according to the company standards:

6. The comprehensive management department plans the tour route in advance according to the situation, customers' wishes and interests.

7, comprehensive management department according to the situation to buy courtesy gifts.

Secondary standard:

Accompanying personnel: deputy general manager, director of comprehensive management department and managers of relevant departments.

1. greetings: the staff of the comprehensive management department will meet at the company's resident gate to guide customers.

2. Visit: Accompanied by the deputy general manager, the director of the comprehensive management department and the managers of relevant departments, the director of the comprehensive management department introduced the basic situation of the city along the way and introduced the company information in detail after arriving at the company.

3. Discussion: Company personnel ensure that the company's environment, indoor and bathroom are clean, the room temperature is moderate, and the light is suitable. The company profile or related materials, paper and pens, tea cups, fruits and cigarettes are placed in the reception room.

4. Dining standard: The comprehensive management department will book hotels according to company standards:

5. Hotel standards: The comprehensive management department will book hotels according to the company standards:

6. The General Management Department purchases the gift money according to the company standard.

Basic process of sales reception 3 standard process of daily reception of customers

Standardization of daily customer reception process can make it easier for employees to sign orders and serve.

welcome

Welcome means that the customer's good impression and initial trust in the brand store is established in the first short meeting, leaving the first good impression on the customer within 7 to 30 seconds. Shop guides must meet two necessities and three standards when welcoming guests.

Two must:

The first must: you must wear work clothes. Every shopping guide is required to wear work clothes during work. Pay attention to the etiquette standards of our reception etiquette, clothing and service in gfd.

The second must: there must be no one to find, and every store must arrange a shopping guide. Standing in front of the store has two functions. One is to provide customers with timely reception services, and the other is to open stores at any time to intercept customers and increase the number of customers entering the store.

The third standard refers to the standard smile, that is, we must wear a standard smile when greeting customers; When greeting customers with standard bow, the customer rises 15 degree when he is one meter away from himself; There is also a standard greeting: Hello, welcome to a brand. A sales consultant provides you with such a standard greeting.

follow

In other words, to lead customers to understand the products in the exhibition hall, four nodes must be followed in the process of guidance.

One-handed means that when leading customers into the store to understand the products, they must hold talking tools, and it is not allowed to lead customers empty-handed.

Second, look at the way customers walk, dress and so on. Judge who is the decision-maker in a customer's spending power personality group. Second, look at the customer's facial expressions, eyes and body movements to determine which products customers are more interested in.

Follow-up is to follow the direction of the store sales line, that is, to guide customers not to look at all our products repeatedly in the exhibition hall. First, we should follow the direction of our moving line, second, we should follow the direction of customers, and third, we should follow the position 40 cm in front of customers.

The four nodes mainly focus on our profitable products, our best-selling products, special products and hardware.

ask

Asking questions is to communicate with customers, and skilled questioning can grasp a customer's needs as soon as possible. After mastering the needs of customers, we should make appropriate product recommendations and services to customers.

In the process of communication with customers and inquiry, we should pay attention to five points. The first point is easy before difficult, that is, ask some questions that customers are willing to answer, such as decoration style, which does not involve customer privacy.

The second point is the inquiry method with closed questions as the mainstay and open questions as the supplement. For example, eldest sister, the question of whether your family is going to install Chinese or European style will be accepted, which will help customers choose and answer.

The third point is to pay attention to interactive communication when asking questions. Don't ask customers questions blindly, and don't wait for them to ask questions. Both of these situations are signs that customers can't trust them.

Fourth, in the process of inquiry and communication, we must not be stingy with our own praise, but praise our customers more, because everyone may have this psychological need to be affirmed and praised, affirm their own vision and praise their choices. In this way, it is easier for us to gain the trust of our customers.

Fifth, don't rudely deny customers. Even if the customer has a wrong understanding and expression of the brand and product, then after this time, the shopping guide must euphemistically say the correct answer, and never simply and rudely deny or object.

guide

Guidance is to pay attention to four points in the process of guiding customers. First of all, the introduction should be in a logical order. Second, we should focus on recommendation. Third, we should set an example. Fourthly, we should make full use of electronic tools.

We should pay attention to three points in the process of guiding customers to understand products and choose products.

The first point is that the product introduction should have a logical order, which must be the whole first and then the part, from top to bottom and from left to right.

The second point is to give priority to recommendation, and don't give customers too many choices, because when we give customers too many choices, they will be unable to concentrate. Guide customers to choose from up to three options.

The third point is the power of example. In the process of guiding customers, we should make full use of the real-life photos of customers' homes on the sign sheet and gratitude wall, so that customers can have an intuitive understanding.

Seat

Sitting is to let customers sit down and communicate. Everyone must remember that if the customer sits down and we sign the bill, the success rate will increase by 30%.

When sitting down, customers should pay attention to avoid four situations.

The first is to avoid the sight of customers and face the open direction. Others can easily interfere with customers' attention and affect the effect of our communication.

The second is to avoid being far away from the decision-makers who can make a decision whether to buy or not in the process of buying products, so the communication effect of the long-distance decision-makers is definitely not good, and the decision-makers must feel that they are highly valued.

The third thing to avoid is sitting face to face with customers. Sitting face to face may lead to a constant communication and implications for such an industry with confrontational negotiations. The correct way is generally to sit down with the customer in the L-shaped direction.

The fourth thing to avoid is the interference of other things. When we sit down to communicate with customers, we must concentrate, don't answer the phone, and don't deal with other things temporarily.

draw

Painting is to draw the basic design concept according to the needs of customers, so that customers can see a sketch of their own wardrobe more directly.

When you communicate with customers to accept products in this drawing session, you must write down every demand of customers in advance, and then draw it for them to see.

In short, words are not as good as pictures in the sales process. When sketching, it is the first time to communicate with customers. Hand-drawn sketches should be used to make customers remember the technical design guidelines of brand-based products in a short time.

In the sales process, you must communicate with customers many times. When inviting customers again, draw design drawings for customers. Such invitations and exchanges will be more valuable.

calculate

Calculation is to calculate some necessary data when customers exchange and accept products, and then calculate the price, which should follow two principles, one is the principle of less, but the other is the principle of delay.

stay

Staying means that customers can leave contact information through communication. Customers leave their phone numbers or micro-signals for our follow-up contact and service. You can use gift discounts and so on.

give

Sending is to send customers out of the store. There are two details about letting customers leave the store. The first is to maintain etiquette, and the second is to let customers recommend it. The principle is to send them out and send them materials with gifts.

Sending customers out is to send customers to places more than 3 meters away from the door of the store. When sending customers out of the store, you must prepare a document for them, including leaflets of our products, leaflets of our activities, business cards and gifts of employees.

Handy gifts are more convenient, intimate and practical to carry. When parting from customers, be sure to ask customers to help recommend our brand, and tell customers who have not signed the bill that if your friend needs it, you can bring him and I will give you a discount. The customer who signs the bill must ask him to introduce us and let him recommend our brand.