Sales Offices Customer Reception Skills And Procedures

Step one: courtesy of customers.

Salesperson in

Second step: settling customers

There are several situations.

"Self help" service: when customers enter the reception center and directly look at it casually, you can listen to your own convenience, but the salesperson should maintain the range of 2~2.5 meters away from customers, and at any time, he can provide a consultation with customers who may have doubts.

"One to one" service: ordinary customers seldom receive the center from one person. The sales staff and customers are one-by one service. So, settling customers' visit to the exhibition center and sitting down is an important step to retain customers.

Relaxed, detailed, comprehensive, and chatting atmosphere is the most important thing at this time.

Other sales personnel should provide assistance in pouring water, information, background music and so on.

"One to many services": sales offices have more customers, and a sales person must receive two or more than two customers at the same time. Settling customers is the most important part.

Apology, delivery of materials, books, magazines and water should be completed in a minute.

However, please note that the inverted water temperature is: the hottest temperature in winter, the warm temperature in summer, the hotter temperature in spring and autumn, so that the customer can not drink it all at one time. He must slow down until the water temperature drops, or the salesperson will become a waiter.

After settling the water and settling the customers, they will return to the customers in front of them to reintroduce and negotiate in detail.

This is to note that in 10 minutes or so, we must return to the customers who settled in front of us. We are sorry for the road, and promptly pour a new glass of water for him.

The purpose of settling customers is to try not to let customers be left out in the cold.

In case of shortage of manpower, the sales supervisor should timely reinforcements from other sales offices or companies.

The site sales personnel must also help each other, act collectively, and win together.

At this time, the spirit of full sales will play a significant role.

The third step: asking, consulting and understanding the needs of customers.

Call the drum tongue, say more, ask more, understand more; call the sales staff comprehensive judgement ability, insight ability, from the customer scattered information to grasp its actual needs: is the room change, is the first buyer, or buy second suites and so on.

The fourth step: enlarge the problem, interest statement.

This is not the key to hit the nail on the head.

For example, Mrs Liu wants to solve the problem of too much distance for her son to go to school. She wanted to go to school nearby. At the end of August, the school had already started to do academic degrees and student registration.

According to this question (needs).

We emphasized to him that the degree of no degree and no timely application could be enlarged if we did not buy a house.

On the third day after the negotiation, Ms. Liu was willing to buy the house through us.

Mr. Zhang lives in a government welfare housing estate in three families, and his parents want to live together. The house is too small to live in. But Mr. Zhang doesn't want to move away from the government district, so he hopes to buy a small room within the area of 500 meters near the existing residential area.

According to this need, our sales staff recommended to him a house of 68 square meters of Tianyi famous garden and warned him that there were only five sets left.

Mr. Zhang bought a set of 2000 yuan / square metre unit with a price of 78 yuan per square meter and two rooms and two rooms in the garden.

Fifth step: retaining customers

Customers have different opinions or too many choices after they go to the sales office.

It is impossible for him to buy a house in our garden at the very first time.

It doesn't matter. Let's leave time for him to think about it. But remember, we must keep the customer's phone number and name. At the same time, we need to give him the business card to ensure that the first impression of the negotiation is made. When the guest asks politely, "where else will it be unclear, please contact me! Welcome to the next visit!"

{page_break}

The sixth step: sign the agreement.

After the confirmation of customer purchase intention, the subscription agreement and sales contract shall be signed in time, and a deposit shall be collected, and the bag shall be safe and free from unnecessary complications.

The key point of signing the agreement is that the terms of the agreement should be as reasonable as possible, not only taking care of the interests of the customers, but also learning to protect themselves.

Among them, the terms of the date of delivery should be more cautious, not blindly optimistic, and promise to join in the time. We should fully consider the impact of various factors on whether we can join in time. We should make sure that we are accurate, especially if we are confident that we will get together. Otherwise, we will push the 1~2 time for another month, so as not to cause disputes.

Because the dispute is the biggest dispute and the most easily occurring dispute.

The seventh step: to handle everything for customers.

Our proposition is that as long as the customer signs the name, delivers the relevant sum of money, and keeps the photocopy of the ID card, the rest of the matters related to mortgage, notarization, paction visa, contract filing, and certificate of production are all handled by our customer manager, so that the customers can feel the ease of service, the comfortable service and the comfortable service aim from us.

Our relationship with our customers is not a stick deal, but a one-stop service, a package of business, satisfaction is our goal.

The eighth step: after sales service.

Keeping your phone book is our heartfelt wish for the sales staff.

Your business and your repeat customers come from the phone.

After sale service includes four meanings: first, to continue to fulfill all kinds of service commitments for customers, to handle all kinds of affairs, to guarantee quality and quantity; two, to formulate new and old customers' "hand in hand" incentives, encourage old customers to recommend new customers to buy houses, and form a customer sales network.

Three is the company to establish customer service department and customer database, open company website, public information, fair service, set up customer enquiry line telephone or complaint phone, so that more people enjoy more professional real estate services; four is to establish your own customer files, to classify the most likely types of customers.

Send cards, phone calls and text messages to them on holidays, so that new and old customers will always think of you, think of our service and think of our company.

This is also our goal.

Tips for finding business opportunities

(1) in order to earn money for survival, I must constantly seek opportunities, constantly fuel myself, give courage to myself and open up new customers.

(2) contact potential customers through the Internet and personal contacts.

(3) display the side of our unique product and strive to make my voice higher than noise. These two aspects will make customers pay attention to me.

(4) telephone greeting and mailing cards, let customers remember me, keep in touch, let me become the first customer to remember, visit the old customers in time, and get the latest news of customers (including communication links).

(5) let customers advise our design and products.

We believe that 80% of our sales come from 20% of all customers we touch.

Methods of retaining customers

(1) consider the problem from the customer's standpoint.

(2) making it easy for customers to find you.

Open your cell phone, and the sales center will reserve a telephone so that customers can call in any time.

(3) even if the customer is talking to you, don't let him eat the door.

(4) the telephone will pick up the phone within 4 tones after the bell rings.

(5) provide convenience for customer arrangement, such as seats, shading, tea, newspapers and magazines, music, food, etc.

(6) even if he is busy, he will return in about 10 minutes, settle in the waiting customer, and explain why he is waiting.

(7) give customers the right to let him look around, but remind him to pay attention to safety.

(8) I must know my project well.

(9) special price limited offer, special offer is not allowed to be sold out.

(10) adhere to the principle of accurate execution of orders, but provide flexible measures for the special circumstances of customers.

(11) even after the paction, we should keep in touch with our customers and tell him our latest information, including the "hand in hand" recommendation letter from the old customers.

(12) it is convenient for customers to pay, but do not have a lot of trouble.

(13) deliver on time, promise to cash in, and product warranty must have substance.

(14) to facilitate the refund of customers, and refund as promptly as possible.

(15) reward people who bring you business.