How should property consultants receive customers?

It should be divided into eight steps.

Step 1: greet customers politely.

The salesperson greeted the customer with a smile at the door of the sales office and said "welcome" and other polite expressions. At the same time, pay attention to what car the customer drives and how many people come, and adjust the reception method in time.

Step 2: Settle down the customers. There are several situations:

⑴ "self-help" service: When the customer enters the reception center, just say that he is looking around, as you like, but the sales staff should "cruise" within 2 ~ 2.5 meters away from the customer and can provide suggestions to customers who may have questions at any time.

⑵ "One-on-one" service: ordinary customers seldom come to the reception center alone, and salespeople and customers provide one-on-one service. Therefore, it is an important step to retain customers after visiting the exhibition center, giving information, pouring water, conducting detailed consultation and answering questions. At this time, the most important thing is a relaxed and meticulous negotiation atmosphere. Other salespeople should provide assistance in pouring water, materials and background music.

⑶ "One-to-many" service: There are many customers in the sales office, and a salesperson must receive more than two customers at the same time. Sending water, materials, books and periodicals, and pouring water should be completed in one minute. However, please note that the water temperature is the hottest temperature in winter, warmer temperature in summer and hotter temperature in spring and autumn, which makes customers drink it all at once. He must taste it slowly until the water temperature drops. After pouring the water and settling the customers, return to the original customers in time to continue the introduction and discuss in detail. At this time, it should be noted that you must return to the original settlement customer in about 10 minutes, say sorry again, and pour him a glass of water in time. This round-trip action will continue until you officially start negotiating with this customer.

The purpose of settling customers is to try not to let them get the cold shoulder. When the staff is insufficient, the sales supervisor should mobilize the staff from other business departments or companies in time to reinforce. On-site sales staff should also help each other, act collectively and win-win. At this time, the spirit of full sales will play an obvious role.

Step 3: Ask questions, consult and understand the needs of customers.

Call drums and tongues, talk more, ask more and know more; Call the salesperson's comprehensive judgment and insight, and grasp his actual needs from the scattered information of customers: whether to change rooms, buy a house for the first time, buy a second suite, etc.

Step 4: Enlarge the problem and state the benefits. This step is the key.

For example, Ms. Liu Yang wants to solve the problem that her son goes to school too far, and wants to buy a house near the school. At that time, it was the end of August, and the school had begun to make degree arrangements and student registration. According to this general need, we emphasized to her the seriousness of not buying a house, possibly not having a degree and not being able to register in time, and magnified the problem! . On the third day after the negotiation, Ms. Liu bought a house through us.

Step 5: Retain customers.

After the customer arrived at the sales office, because of different opinions or too many choices, he could not clearly buy a house here at the first time, indicating that he would consider it. Never mind, leave time for him to think about it, but remember, be sure to let the customer leave his phone number and name, and at the same time, be sure to hand him our business card to ensure the first impression of this negotiation. When seeing the guests off, we politely asked, "If there is anything unclear, please contact me! Welcome to visit again! " "What's the problem with my service? Correct me! Thank you for coming! " After sending the customer away, clean up the wastepaper boxes and sundries in the negotiation place in time, keep the negotiation place clean and tidy, and then record the customer consultation information on the Customer Information Registration Form.

Step 6: Sign the agreement.

After the customer's intention to buy a house is confirmed, he should sign a subscription agreement and a sales contract in time to collect a deposit to avoid complications. The key point of signing the agreement is that the terms of the agreement should be as reasonable as possible, not only to take care of the interests of customers, but also to learn to protect themselves. Among them, the terms on the delivery date should be more cautious and not blindly optimistic, and the commitment to occupying time should be determined after fully considering the influence of various factors on timely occupation.

Step 7: Handle all the affairs for customers.

Our proposition is that as long as the customer signs the name, pays the relevant money and leaves a copy of the ID card, then the rest of the mortgage, visa, transaction authentication, contract filing, real estate license and other matters will be handled by our account manager, so that customers can feel at ease in buying, doing well and living from us. The relationship with customers should not be a one-stop transaction, but a one-stop service, and household satisfaction should be the overall goal of our service.

Step 8: After-sales service

After-sales service includes four meanings: first, continue to fulfill various service commitments to customers, handle various affairs, and ensure quality and quantity; The second is to formulate preferential incentives for new and old customers to "hand in hand" and encourage old customers to recommend new customers to buy houses, such as exempting old customers from 1 year property management fees and forming a customer sales network; Third, the company has established a customer service department and a customer database, made the company website public, made public information, provided fair service, and set up a customer consultation hotline or complaint telephone number, so that more people can enjoy more professional real estate services; Fourth, establish your own customer files, classify the most likely customers, send them greeting cards, and send online greetings and congratulatory letters on various holidays, so that new and old customers can always think about you, your service and your company.

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