The main reasons for the loss of clients from developers are named

Almost half of the buyers stop contacting after the first conversation with the manager, and the reason is often not the price of the apartment, but the quality of communication. These conclusions were reached by the experts of Aihab's AI analytics and sales automation service based on the results of real estate market research. The survey data was reviewed on July 7 by Izvestia.

According to the research, after the first contact with the manager, 43% of potential buyers stop communicating. According to experts, because of this, developers lose more than 1 billion rubles of potential revenue every month.

Although the most common reason for rejection remains more profitable offers from competitors — 53% of the study participants reported this — the work of the sales department becomes almost as significant a factor. Thus, 48% of respondents noted that clients lose interest if the manager cannot answer questions in detail or tell them about the facility. Another 40% stop communicating after the first conversation if they do not understand the next steps: when to wait for the materials, how to make an appointment or make a reservation.

In addition, 38% of the study participants indicated that managers often do not find out the real needs of the client — they do not discuss the budget, purchase dates and other important details. In 16% of cases, buyers are not told about the advantages of the residential complex, the specifics of the project and the infrastructure.

Another factor is the reaction speed. According to the research, in 30% of cases, customers leave if they cannot contact the manager for a long time. At the same time, 21% of respondents reported that sometimes a callback is received only after a few hours or even the next day.

Digital defect: the number of disputes over online real estate transactions has increased in Russia

The main reasons are bankruptcy, fraud, or the seller's incapacity.

At the same time, most clients turn to developers with a specific request. The study showed that by the time of the first call, potential buyers, as a rule, had already studied the market and decided which housing they were looking for.

For 65%, the main issue remains the cost of the apartment and their own budget. Another 72% are interested in mortgages, including preferential programs, 22% are considering installments from a developer, and 18% are considering buying a home with a minimum or zero down payment.

During the first conversation, 55% of clients want to find out about the availability of apartments and choose the right option, 35% specify the deadlines for the completion of the house, and 30% are ready to sign up for viewing or book an apartment. When choosing a home, the layout, area and number of rooms remain the most important — 65% of respondents named them. Buyers are also interested in transport accessibility (36%), social infrastructure (20%) and transaction processing using escrow accounts (17%).

The study also showed that managerial mistakes are becoming a serious financial problem for the industry. According to Aihab, 94% of developers faced the loss of customers due to poor-quality processing of requests. As a result, the cumulative losses of the market may exceed 1.01 billion rubles of potential revenue per month.

Developers themselves assess the situation in a similar way: 33% reported that they lose up to 1 billion rubles of potential revenue per month, another 17% — more than 1 billion rubles. At the same time, 40% of companies found it difficult to assess the scale of financial losses.

Despite this, systematic quality control of communication with clients is not yet widespread. Almost half of the companies (45%) do not analyze customer communication at all, limiting themselves to the final sales figures. Another 46% work only with incoming complaints, and 25% manually listen to recordings of conversations.

Anastasia Kudryavtseva, Adviser to the Chairman of the Board of JSC National Savings Bank, told Izvestia on March 27 that the decline in consumer confidence is due to the accumulated effect of uncertainty and pressure on real incomes, which is gradually changing the behavior of the population and restraining demand for large purchases. At the same time, the basic consumption remains, but it is the optional, "additional" expenses that begin to decrease in the first place. For the economy, this means uneven pressure on industries.