In the daily contact between brokers and customers, there are a few customers who clinch a deal. After all, a large part of customers can't make a decision to buy a house immediately. For a broker, these customers must never give up, but also keep in touch and make them potential customers. This is also an important resource for the development of brokerage business.

Question: As a senior broker, what supports your main performance, and do you still need to count on store reception and sweeping the floor? No, it depends on the endless resources brought by your customer maintenance. With good customer tracking and service, you will build a strong customer network, get more recommended business, and make a qualitative leap in performance. However, if we only deal with the surface tracking or not tracking, customer resources will be lost in vain and the performance will stagnate. It is particularly important for brokers to follow up with customers and get high-quality customer recommendations. After-sales service can cultivate "lifelong customers" for brokers and further create "lifelong value".

Please remember that only by exceeding customers' expectations can we achieve all-round "customer satisfaction service" and then achieve your own career. Three steps of customer tracking:

The first step is to build a good and stable customer base from the beginning:

A, build your solid business foundation: you must start from the housing and customers bit by bit, and every little makes a mickle, from quantitative change to qualitative change. Some brokers believe that real estate, as a commodity, ordinary people can only consume it once and will not buy it again. Therefore, customers who have already bought a house will no longer pay attention. In fact, although many customers can't afford to buy a second or third house, they can increase the source of customers for you in another way-they can help you introduce customers and get more prospective customers. In addition, it is undeniable that some customers do have the ability to buy a house for two or more times. You know, there are still many customers who invest in buying a house now.

B, establish and improve detailed customer files, and weave your strong customer network.

1. Sort out all relevant information of customers-phone number, address, work, income, family situation, birthday, hobbies, etc. Customers and family members (the more detailed the better).

2, the classification of customers (divided into:

Definition of customer:

1) For Class A customer brokers, we must always follow up and obtain customer recognition, and the matching houses must be in place and accurate. Because such customers have a clear intention to buy a house, they should step up their follow-up on the house they are satisfied with and strive to sign the contract as soon as possible. (Note: Be sure to grasp the time, understand the customer's work and rest habits, and make a final decision at the right time. )

Definition of Class B customers:

2) In the case that the purchase intention of Class B customers is not very clear, we should always guide customers and make clear their purchase intention. We can tentatively recommend several comparable houses for them to choose from. When the broker knows the customer's intention to buy a house, he should make up his mind to buy it, and then guide the customer to see a suitable house. (Appropriate incentives can be used, such as finding a house that is more suitable for customers, and then telling customers that it has been sold, so that customers feel that this is the result of no time spent, so that customers will trust the broker in the next communication, so that the scope of operation of the broker will be larger. )

Definition of class C customers:

3) For C-level customers, because there are not many houses suitable for C-level customers in the market, you can show them less and have more contact, making it difficult for customers to find houses that meet their requirements. When a house that meets their requirements appears, you must make up your mind to buy it at once. (Note: Don't set your own limits, you can also guide them appropriately, and class C customers can also be transformed into class B and class A customers.

4) customer asset management's method

A. Establish tourist source files and record tourist source information in detail.

B. Differentiate customer types and provide continuous guidance and contact for Class A customers.

C. Visit and track recent customers regularly, keep in touch with your own customers, and master their needs and intention changes.

D pay a return visit to the old customers who have already made a deal or have a good relationship, such as making a phone call or giving a small gift when they move to a new home or celebrate their birthday, so as to maintain and develop the customer base.

E cultivate a good attitude and always believe that we are helping customers choose the real estate they want. We really provide convenience for them, and we want to make friends with them at work.

F inform our customers of the latest market situation and laws and regulations in time, gain their trust and establish friendly relations.

Attention: deeply understand the needs of customers; Brokers should accurately match the housing; Communicate with customers frequently and pay attention to the changes of customers.

There are three kinds of valid customers. How to serve them?

(1) become a real customer, have a clear desire to buy, and choose a good location and apartment price, eager to become a prospective customer -> 70% of the time spent on tracking services.

(2) potential customers, who have a clear desire to buy, but the choice direction is not clear -> 20% time tracking service.

③ There is no obvious desire to buy, and the choice direction is unclear -> 10% of the time is spent on tracking services.

3. Information: Prospective customers are effective, and time is money.

4, timely and effective development and digestion of effective housing and customers must be grasped. Ensure effective filtering of information and guests. Please remember: serve a customer well, and there is still a big market behind him.

C, be an expert in local real estate-because the profession is trustworthy.

1, hardware-appearance. speak Sales tools (professional form. Documents. Remember: there is no second chance to change customers' first impression of us.

2. Software-rich real estate-related knowledge: business knowledge, financial knowledge, warrant knowledge, legal knowledge, investment and wealth management, and the company's powerful sales network platform.

3. Providing professional services-solving customers' problems-exceeding customers' expectations-winning customers' trust-generating trust in you-willing to pay.

The purpose of being a real estate expert is to let the client or his friends think of you first as long as they have real estate needs.

Second, customer tracking must provide the best sales service-maintain and care your customer network and make it stronger (phishing theory).

First, quality service is reflected in:

1, always do a little more, starting from the nuances.

2. Understand the urgency of customer needs.

3. Be patient with customers.

4. Exceed customer expectations

B, customer tracking from what aspects:

1, continuous and effective follow-up and contact.

A. Understand the latest demand trends of customers; Intention to buy a house; Reflect the situation to the owner; Do friends have any real estate to take care of?

Provide customers with the latest real estate market trends and advice from time to time.

C care about customers' lives anytime and anywhere.

1, holiday greetings, text messages, flowers

2. greetings from moving

3. Deal with customers' problems in time and follow up with customers.

1. Try to establish a close personal relationship.

1. Inform customers of market information frequently.

B, understand the customer's purchase process and the latest purchase demand.

C, constantly take the initiative to accept customer consultation, eliminate customer questions.

D. inform your customers as soon as you have the latest news about real estate.

2. Establish a friendship with customers-people always like to do business with people they know and trust.

A classification: old friends-high loyalty, middle-aged friends-rational home ownership, young friends-easy to communicate and deal with.

How to make friends:

1, sincere treatment, high trust, let customers believe that getting along with you is as safe as dealing with insurance companies.

2, find each other * * * interested in hobbies, produce * * * sound.

3. Establish good personal qualities-enthusiasm, self-confidence and dedication.

If you become friends for the benefit of customers, then everything is under control-lead customers by the nose, are you still afraid of not closing the deal?

Second, the network marketing

With the social changes, the number of netizens in China has reached 564 million in 20 13 years. With the gradual popularization of the Internet, more and more consumers are willing to inquire and understand the housing through the Internet. Real estate agents use the Internet to promote housing sales, and online customer marketing has gradually become a trend and an important channel for customer development. Using the network platform to help housing sales has also become a new sales tool for real estate agents. At present, many domestic companies have also started the online broker model, which combines the traditional offline and online sales models. So, how do brokers engage in online marketing?

1. Online marketing methods of brokers:

1, personal homepage. Conditional brokers can establish personal websites or personal subdomain websites under the company website as their own network positions and publish their own information.

2. Personal blog. Now many portals and real estate industry websites have blog functions, and brokers can set up a personal online blog for free as a window for their information release and image display.

3. Online shop of real estate website. Many real estate websites provide free online shop display for brokers, who can set up their own online shop after searching.

4. Instant messaging tools. Such as MSN, QQ and other online instant messaging tools. It is convenient to establish contact and communication with peers and customers.

5. Active BBS real estate forums and communities. Search some local active portals, owners' forums, community and real estate forums on the Internet. And set aside some time every day to collect customer information and publish information online.

6, real estate website port. For example, the agent hui. And the listing port of the local real estate website.

7. Vertical websites of each category. Such as market, word-of-mouth network, local housing search website, etc. , brokers can release the necessary information.

8. E-mail marketing. Through the mailboxes of new and old customers and customers in need. Continue to send lists and promotional information.

Two. Main contents of broker's network marketing:

1, listing information. Publish the listing information of the local or broker's business circle.

2. Community assessment, community investment market analysis,

3. Policy information. Interpreting national and local policies from a professional perspective.

4. Professional analysis. Professional analysis of real estate, investment analysis of shops, return on investment and so on.

5. Market analysis. Analysis of macro national market and local real estate market.

6. The concept of intermediary service. Publicize the service concept of intermediary industries, individuals and companies through the Internet.

7. Introduce yourself. Brokers' experience in intermediary industry and the scope and advantages of dense business circle. Brokerage experience and transaction story, etc.

8. Philosophy, inspirational stories, jokes, etc. Can improve the readability and stickiness of your blog or personal homepage.

Three. Trilogy of online marketing for brokers;

Step 1: Establish your own shop homepage (or blog) on major real estate portals and local websites. There are many blog tutorials on the Internet. You can search them. It's best for online stores to use their real names and their own real photos, so that customers can have a sense of trust. Register MSN, QQ and other instant messaging tools. And the name should be related to real estate agents, such as senior real estate agents, gold real estate agents, XX business circle experts, and small-sized transaction experts. Large companies can attach their names. For example, the XX agent of Zhongyuan Real Estate and the XX agent of Baoyuan Real Estate will print the online store address, instant messaging contact information and email address on business cards, DM leaflets and other places that others can know, so that customers and colleagues can quickly find your online territory online.

Step 2: Upload the content and join the circle. If a customer only sees a few words and suites on your blog or personal homepage, then I believe few people will stop there. Therefore, before the official launch of the blog, we must launch a large number of houses on it, preferably with pictures taken when the houses are real. More attractive. The introduction of housing should be relatively detailed, not just a few rooms and several halls, how many square meters and how much it costs, such as the introduction of community characteristics: including community environment, transportation, supporting facilities, living facilities, clubs, parking and so on. , concise and clear; Don't simply copy what is on the internet, it's best to analyze it with the professional eyes of brokers; B. Housing introduction: including the owner's mentality of selling the house, the area, room type, floor, location, landscape, decoration and configuration of the house, and the price analysis (total price and unit price) of the house; C. Introduction of house taxes and fees: Because it is for buyers to browse, it is more important to help customers calculate their own taxes and fees, so as to show your professionalism and make customers trust you more. D. introduction of personal professional ability, such as your work energy in this area and your performance in dealing with similar houses. E. Recommendation of other similar houses: directly recommending some similar houses or recommending your own shops can give customers more choices; Equipped with real scene pictures, plus some market analysis, views on the market, professional investment concept analysis, etc. Be sure to show your major. It is best to match your own photos and contact information. In order to attract more people to your blog, you can also put a short story of success and encouragement and a harmless joke. A thought-provoking philosophical story, one's own mental growth process, etc. Conditional brokers can upload some video viewing records and stick customers to stay on your blog and home page for longer.