1. Four steps for customer telephone call back

1. Customer classification

Before customer call back, customers should be subdivided. There are many methods of customer segmentation, which can be divided according to the specific situation you know. After customer segmentation is completed, different service strategies are formulated for different types of customers.

According to the possibility of the customer's transaction, according to several indicators, it can be classified as follows:

According to the classification, targeted tracking: customers with great intentions should be tracked in time; Hesitant customers help him make up his mind; Customers who have the ability, want to buy, and are not in a hurry to buy find his identity with the product, talk more, and improve his recognition of the product; Customers who do not meet the requirements, as reserve customers, often contact; When the customer promises to sign the contract, he should make up for what he didn't do before and don't show excitement.

2. Clarify the customer's needs

Only when the customer's category is determined can the customer's needs be clarified to better meet the customer. It is best to pay a return visit to customers before they need to find you, which can better reflect customer care and impress customers.

Don't just ask "How have you been thinking about the house recently?" . Try to start from the concerns and doubts of customers, arouse customers' interest in continuing to talk (for example, activities, prizes, preferential policies, loan issues, degrees, signing time, etc.), and inform customers that "the problem can be solved" to pave the way for inviting customers to the site. A good salesman will write down what he wants to say and calculate before calling.

There are several common reasons why the customers who have not closed the deal have not made a decision:

(1) There is disagreement, so go home and discuss it. "I am XXX, and we talked for a long time that day. I wonder what your opinion is now?"

(2) If the price is too high, analyze the reasons.

(3) The apartment type is not satisfactory, and the engineering department has been asked to make a moderate modification. Would you please have a look?

(4) The desired floor has been sold out. (other floors, the same price)

(5) dissatisfied with the surrounding facilities, and the living environment where children are inconvenient to go to school (introduce other buildings) is more important.

(6) If you want to buy a house, you want to bring an account.

(7) It's not urgent to have a house. Let's wait. (What's the advantage of buying now?)

(8) The sales control is not done well, which leads to the loss of customers.

(9) two people receive a customer at the same time, and the caliber is not uniform and uncertain.

(11) If you want a discount, ask the leader. (I don't know if your house is selling fast and can't be kept)

(11) I want to compare, compare and see again. It is right to consider, but may I ask you what your concerns are? )

(12) Security issues. Maybe a small customer asks, but we have already considered it for you. The security measures are very tight, so you can rest easy.

3. Find the reason for the customer's invitation

The core purpose of the telephone call back is only one: let the customer come! But why do customers come? Besides, why did you come on Saturday morning? Because "there is only one set of houses, the discount is only one day, and the lottery is given as a gift" … what can attract this customer you want to visit again?

but the premise is that customers have a certain degree of sincerity. how can we increase the sincerity of ordinary customers? This goes back to the "motivation" mentioned above, which is more conducive to "successful interview" by helping customers eliminate doubts, arousing customers' interest and improving customers' sincerity!

generally, the invitation for a return visit can be made for the following reasons:

(1) the completion of the product and the progress of the project

① the completion of the capping of the main body of the new product, the determination of the style of the facade and the area of the apartment

② the completion of the decoration of the model room or the delivery standard

③ A questionnaire survey is conducted for the customers who have visited the model room or the delivery standard, and at the same time, the deficiencies of the existing decoration are investigated, and the customers' intentions are further confirmed.

④ the completion of important garden landscapes, such as the fountain waterscape, the completion of greening, the greening of plank roads, and the addition of activity areas for children and the elderly.

for customers: rational customers, focusing on their own products and quality. At present, the products can't meet their needs, but they are still very interested in the project and pay attention to the trend of Taipei time.

(2) the improvement of self-supporting facilities and the development of surrounding areas

① the form and progress of commercial street investment

② Taipei Time Private Park and underground passage are put into use

③ the construction and progress of hotel clubs

④ the perfect use of the lobby functional area of the delivered apartment

⑤ the construction progress of traffic in Beiba and the development trend of industrial belts in three industrial parks

For customers: sensitive customers, who like products. Customers who are unfamiliar with the region and lack confidence in the surrounding facilities. It is suggested to deepen their understanding of the whole region while conveying the perfect supporting facilities.

(3) For the owners who have settled the transaction, it is suggested to start with their feelings after moving in, and take the form of telephone survey

① Feelings and suggestions after the use of private parks

② Direction and opinions of commercial street investment, functions and scale of hotel clubs

③ Functions of hotel lobby, opinions and suggestions on property management

④ Feedback (prudence) after renovation

⑤ North Dam traffic.

4. Prepare in advance for the telephone call back

Essentials 1: Speak clearly and fluently, and use a sigh tone and a confident tone, which will be better if accompanied by a smile.

Prop 2: Choose a place that doesn't need to be too quiet, and prepare a price list, a pen, a return visit notebook and various edited short messages.

Telephone call-back speech for customers of Class II and III

1. Call-back speech for old customers who I took to see years ago:

Hello, Mr./Ms. X, I am xxX, XX Real Estate. I wish you good luck and promotion in X, and I wish you a happy old age here! Where did you go to play? I'll be busy soon. You must pay attention to the adjustment. Have you bought a house now? Did you see the house during the Spring Festival? Immediately after re-understanding the customer's needs (this greeting is very important, don't directly mention the house, spring breeze and rain, match the housing, and promote the show. Please take care of the customers first, and learn about their recent situation ...)

Only three days after I came home for the New Year, I received several calls from my old customers asking about the house, and my colleagues also received many calls when I returned to the company. They all looked at the house before the Spring Festival, and these customers all have the intention to book a house after the Spring Festival. What's even more exaggerated is that one of our colleagues didn't come home, and he actually sold two houses, even the XX set we saw last time.

according to our experience in front-line work, I think that if it doesn't last long, it may lead to the climax of buying a house after the new year. If you really want to buy a house, I suggest you make a decision as soon as possible.

Now the subway is being built in our area. Now it is a very good time to buy a house, whether for self-occupation or investment. In fact, there is no absolute best time to buy a house. It will be too expensive for those who have no money to buy a house, and it will be too expensive for those who are anxious to get married and buy a house. Don't you think so?

2. Pay a return visit to the old customers who clinched the deal:

Hello, Mr./Ms. X, I'm xxX, XX Real Estate. I wish you good luck and promotion in X, and wish you a happy New Year! How was your New Year? Where did you go to play? I've been busy since I went to work, so you should pay attention to adjusting your health (telling me that this apartment is the most sought-after apartment, and many people can't buy it now if they want to).

once again, affirm the customer's vision of buying goods. When you tell the customer the news that the house has appreciated, I believe he will be very happy, and at the same time, he will thank you for the excellent service you have provided him. If he has relatives or friends who need this, he will definitely think of you. At this time, we must tell him that if you have the needs of relatives and friends to buy a house, you must recommend it to me.

3. Pay a return visit to the owner:

Hello, Mr./Ms. X: I'm xxX, XX Real Estate. I wish you a happy X year, and I'd like to pay my respects to you in your old age. How was the New Year? Pretty good, huh? Are you back now?

The main reason for calling you today is to thank you for your support for the xxx project of our xxx company. We have a thank-you activity for customers like you in the xxx project. Please bring your friends to join us. It just happens that the model room of our XXX project has just been displayed to the public. Why don't you bring your friends to have a look?

property consultants should pay attention to the following points when returning to the old customers who have already made a deal:

(1) First of all, they should express their gratitude to the old owners when returning;

(2) It is to let customers clearly remember your name and project;

(3) timely convey the product information or activity plan to be conveyed;

(4) if allowed, ask the customer's evaluation of the existing products (to close the relationship with customers).

Third, the best time to contact customers by phone

1. Take the week as the standard

Monday, which is the first day after the weekend, customers will definitely have a lot of things to deal with. Generally, companies hold business meetings on Monday or arrange work for this week, so most of them will be very busy. So if you want to contact the business, try to avoid this day. If we are really in a hurry to find a customer, we should avoid the morning time and choose the afternoon.

Tuesdays to Thursdays are the most normal working hours and the most suitable time for telephone business. Telephone business personnel should make full use of these three days. This is also the key to good or bad performance.

Friday, the end of the week's work, if you call at this time, you will probably get the answer, "Let's contact again next week!" Some investigations or appointments can be made on this day.

2. Take a day as the standard

From 8: 31 to 11: 11 in the morning, most customers will work nervously during this time, and they have no time to take care of business calls at this time, so at this time, the telephone salesman may wish to do some preparations for himself first. Of course, this time period is my time in Shanghai, and you can adjust it according to your situation in Shandong.

11: 11 ~ 11: 11, when most customers are not very busy and some things will be handled, this time should be the best time for telemarketing.

from 11: 31 to 2:11 pm, during lunch and break, don't call easily unless there is an emergency.

there is a situation that you can call, that is, you were blocked by the front desk and unrelated people before, and you want to try it with someone else. Then, my experience is best after 12:31.

During the afternoon, people will feel irritable, especially in summer, so it is not appropriate to talk about business with customers now, but it is feasible to talk about things unrelated to work.

Try to make a phone call from 3: 11 to 6: 11 in the afternoon. This time is the best time for us to create good results. During this time, I suggest you do things with 21% more workload than usual.

3. By occupation

Accountant: Never contact at the beginning and end of the month, preferably in the middle of the month.

doctor: after 11: 11 in the morning and before 2: 11 in the afternoon, the best day is rainy.

salesperson: before 11: 11 a.m. or after 4: 11 p.m., the hottest, coldest or rainy days will be better.

pastor: avoid on weekends.

executive: from 11: 31 am to 3: 11 pm.

stock industry: avoid after the market opens, preferably after the market closes.

banker: before 11: 11 am or after 4: 11 pm.

civil servants: during working hours, never before lunch or before work.

artist: in the morning or before noon.

Pharmacy workers: 1: 11 to 3: 11 p.m.

Catering workers: Avoid eating at 3: 11 to 4: 11 p.m..

construction workers: early in the morning or at the end of the day.

lawyer: before 11: 11 am or after 4: 11 pm.

teacher: after 4: 11 pm, after school.

retailer: avoid weekends or Mondays, and it's better to be from 2: 11 pm to 3: 11 pm.

working class: it's better to be at 8: 11 to 9: 11 pm.

housewives: it's best from 11: 11 to 11: 11 in the morning.

newspaper editor: it's best after 3: 11 in the afternoon. .

Businessman: It's best from 1: 11 pm to 3: 11 pm.