Car after-sales service reception process, where you buy a car, there is a place to set up car after-sales service. Only by doing a good job of after-sales service will more people come back. There is a process for the reception of automobile after-sales service. The following is the reception process of automobile after-sales service.
Car after-sales service reception process 1 Step 1: car maintenance reception process reservation.
The most important thing in this step is to let the reserved customers enjoy the appointment treatment, and strictly distinguish them from the customers who directly enter the factory for maintenance. This is the key factor to decide whether this customer will make another appointment next time. This step is difficult to do because the company is in the early stage of opening. The main reason is that the initial business volume is small, and there is little difference between the customers who make an appointment and the customers who enter the factory directly from the maintenance time. However, customers must value time very much!
There are several ways to arrange customer appointments:
1. Let customers know the benefits of reservation service.
2. Place billboards in the customer reception area and customer lounge to remind customers to make an appointment.
3. When tracking customers' return visits, publicize the appointment business and let more customers know the benefits of appointment.
4.SA often publicizes the benefits of appointment to customers who enter the factory directly without appointment, and increases the amount of regular maintenance.
Step 2: car maintenance reception process reception.
After the customer parks the car, the shopping guide will take the car to the maintenance reception area according to the company's requirements and introduce it to a SA. This step is actually a process of communication between SA and customers, and it is also a process of negotiation. This process SA should pay attention to several issues:
1, the car maintenance reception process takes at least 7 minutes, which has the following advantages:
A can know the needs of customers more accurately.
B can tap potential profits for the company.
C can learn more about the customer's personality, which is conducive to the follow-up work.
D can establish a certain emotional foundation with customers, which is conducive to the follow-up work.
2. If SA can't solve the technical problems of the front desk reception process of automobile maintenance, it must ask the workshop technical support for help, and shall not make decisions without authorization.
3. The front desk reception process of automobile maintenance should carefully check the vehicle, but don't let the customer feel that we are guarding him like a thief. For example, to check the appearance of a vehicle, you can say, "Mr. X, you see a scratch here."
When you have time, let's get insurance and I'll fix it for you. "Or," look at this injury. If you get insurance from here, it won't cost you anything. We will repair it directly for you. The procedure is very simple. "This can not only solve the customer's resistance to SA's inspection of vehicle appearance; It can also indirectly help the company create profits.
4. The front desk reception process of automobile maintenance should check the car and lay a three-piece suit in front of the customer. Even if the customer euphemistically says no, we must insist.
5. Make clear suggestions to customers, take away the valuables in the car and provide customers with a bag for items. If, some items, such as a navigator; If the customer doesn't want to bring mp3 and other items, SA can receive these items in the locker at the front desk and record them on the car checklist. If it is a big item, you can record it on the car list and explain the situation to the dispatching room.
Step 3: Print the work order in the reception process of automobile maintenance front desk.
The work order is a contract. It should be noted that there are several issues that must be explained to the customer before the customer signs it.
1. What services are provided in the work order?
2. What is the total cost of service items and materials in the work order (the estimated value and actual value cannot exceed 10%)?
3. The approximate time required for the service items in the work order. Time may be more important than money for Lexus customers.
4. Do you want to keep the replaced parts and put them in the trunk or somewhere?
5. whether to wash the car. This is the "five confirmations". Also note: 1. If the maintenance project is not a common maintenance project, first ask whether the accessories are available and how long it will take. 2. Tie the car key of the customer's vehicle to the key card and record the license plate number; Work order number; SA name; Model; Vehicle color; Vehicle parking position. 3. If the customer has a key chain, it should be clearly indicated in the work order.
Step 4: Real-time monitoring of the reception process at the front desk of automobile maintenance.
This step is the process of supervision, which is mainly reflected in two aspects:
1, completion time. As for the completion time, there should be such a provision in the inter-departmental cooperation regulations: the maintenance technician calculates according to the completion time of the work order, and if it cannot be completed on time, he should promptly remind SA.
Pick up the car at least half an hour in advance on the same day, and it is best to explain it one day in advance the next day. As a service consultant, you should also ask the workshop control room about the work progress according to the completion time indicated on the work order. If you can't deliver the car on time, you must take the initiative to explain the reason and apologize to the customer in advance.
2. Valuation sheet. For all kinds of problems detected in the workshop, the service consultant must first figure out several problems by himself: a. The reason for the invisible fault, that is, why there is a problem with this accessory, and the actual damage degree of this fault now.
B. What kind of damage may this hidden fault cause to customers or customers' vehicles now or in the future? C. How long and how much will it take the customer to fix this fault? D. If there are many hidden faults in the estimate, SA needs to determine which faults must be repaired for the customer now; Which ones don't need to be repaired for the time being and so on. It's best to tell the customer clearly what the fault is and how much damage it is, so that the customer can decide.
Automobile after-sales service reception process 2 1, reception preparation
(1) The service consultant shall check the appearance and instrument according to the specification requirements.
(2) Prepare necessary forms, tools and materials.
(3) Environmental maintenance and cleaning.
Step 2 welcome customers
(1) Take the initiative to meet and guide customers to stop.
(2) Use standard greeting language.
(3) Address customers appropriately.
(4) Pay attention to the reception order.
3. Inspection of eco-cars
(1) Install the three-piece set.
(2) Basic information login.
(3) Check around the car.
(4) Fill in the car pick-up registration form in detail and accurately.
4. On-site consultation
Understand the customer's concerns, ask the customer's purpose, and listen carefully to the customer's requirements and the description of vehicle failures.
5. Fault confirmation
(1) If the fault can be determined immediately, explain to the customer whether the maintenance items of the vehicle and the customer's requirements are within the warranty scope according to the warranty regulations. If it is difficult to determine whether it is within the warranty scope at that time, you should explain the reason to the customer and make a further diagnosis before drawing a conclusion. If it is still inconclusive, report the situation to FAW Car Service Department for approval and make a conclusion.
(2) If the fault cannot be determined immediately, the explanation to the customer must be determined through comprehensive and careful inspection.
6. Obtain and verify customer and vehicle information.
(1) Ask the customer for the driving license and vehicle maintenance manual.
(2) Guide the customer to the reception desk and ask the customer to sit down.
7. Confirm the supply of spare parts.
Check the spare parts inventory to determine whether the required spare parts are available.
8. Estimate the cost of spare parts/man-hours
(1) Check the customer service documents in the DMS system to determine whether the vehicle has other recommended maintenance items.
(2) Estimate the maintenance cost as accurately as possible, and subdivide the maintenance cost according to working hours and spare parts.
(3) Input all items and required spare parts into DMS system.
(4) If the fault cannot be determined, inform the customer, and a detailed fee will be given after the inspection result comes out.
9. Estimated completion time
Estimate the completion time according to the estimated working hours required for the maintenance project and the actual situation in the store.
10, making power of attorney
(1) Ask the customer and explain the payment methods accepted by the company.
(2) Explain the delivery procedure and ask the customer how to handle the core.
(3) Ask the customer whether to accept the free car wash service.
(4) Input the above information into DMS system.
(5) Tell the customer that if new maintenance items are found in the maintenance process, they will contact in time, and the maintenance can only be carried out after the customer agrees and authorizes.
(6) Print the power of attorney, explain the power of attorney to the customer and ask the customer to sign for confirmation.
(7) Deliver the delivery registration form and power of attorney to the customer.
1 1. Arrange customers to rest. Customers are waiting at the sales service center.
Automobile after-sales service reception process 3 (1) enterprise registration
1. Business reception is the only department that has the right to pick up the car. All vehicles that come to our factory for maintenance must be audited by the business department through the power of attorney for the customer's vehicles and customer's maintenance intention before the operation can begin. Without industrial and commercial registration, no one is allowed to enter the factory for maintenance for any reason. Customers who come to this station to repair their cars will park their cars in front of the business hall.
2. Business reception should fill in the contents of the power of attorney: the customer's contact telephone number, address, vehicle model, license plate number, 17 digit code, odometer reading, insurance validity period, maintenance items, delivery time calculation, and items accompanying the vehicle (cash, mobile phone briefcase and other valuables are notified to the customer to take away).
Please sign the power of attorney after inspection.
4. Quickly pave the four guarantees (steering wheel cover, foot pad, seat cover and gear lever cover).
5. Inform the workshop staff to pick up the car, and personally hand over the car keys and power of attorney to the indirect car driver.
(2) Indirect vehicle repair and maintenance
1. After receiving the car, the vehicle attendant should check the visual inspection chart and the articles on board, including the maintenance items with the business reception. If any discrepancy is found. If there is no abnormality, the workshop should immediately start maintenance work. If there are multiple operations, the workshop supervisor should arrange the order of maintenance items according to the actual situation.
2. If the replacement parts are confirmed in the power of attorney, each team can go directly to the parts library to get materials; If the maintenance project needs to be picked up, the competent team should fill in the purchase requisition, and the materials can only be picked up from the parts department after the business approval. If the parts department does not receive materials, it should organize personnel to purchase them quickly. After purchasing the materials, you should inform the main team in the shortest time.
3. If new maintenance items are found during maintenance, the business reception will be informed immediately, and the business reception will inform the customer, and the operation can only be started after the customer agrees; If the customer does not agree to maintain the new project, the main team will stop the new project.
4. If there is a car with sheet metal and spray paint, after the sheet metal is finished, it should be inspected by the painting specialty according to the quality inspection standard of sheet metal, and the painting operation can only be carried out after it is qualified. 5. If the major teams find that the delivery time is delayed during the maintenance operation, they will inform the business reception as soon as possible, and the business reception will be responsible for negotiating with the customer to re-determine the delivery date of the vehicle.
(3) Workshop quality inspection
1, all major teams must carefully check all the vehicles that have been repaired in the workshop, check whether all the maintenance items on the power of attorney have been completed, whether all the disassembled parts have been restored, and whether the vehicle working conditions are up to standard, and then hand them over to the team leaders for inspection.
2, team leader carefully check the vehicle maintenance content, if necessary, go out for a road test, if found to have quality problems, will be repaired vehicles back to the professional team to work, and tell the problem. Team leader should record the specialty and license plate number of unqualified vehicles in order to improve the work.
3. After the team leader passes the inspection, send it to the technical director for inspection. After inspection, the director will return to the workshop again and inform the vehicle of the problem, and then record the specialty and license plate number of the unqualified vehicle. If the directors pass the inspection, they shall sign the power of attorney for confirmation.
4. Place the vehicle in the vehicle completion area and remove the four insurances. Make sure the vehicle doors and windows are locked, and then hand over the car keys, power of attorney and purchase orders to the business reception.
(4) Parts purchasing and delivery department
1. After receiving the purchase order from the main shift in the workshop, the parts department will issue the materials according to the purchase order, and strictly abide by the delivery regulations; If there is no material in the warehouse, the person in charge of the parts department will use the purchase order to purchase.
2. Each team should pay attention to check the quantity and quality of accessories when picking, and sign the corresponding column on the outbound order to prove that it has been delivered.
3. When the spare parts brought out from the workshop are returned to the warehouse, they can only be returned to the warehouse after being inspected by the workshop supervisor. Spare parts department keeps the returned spare parts and pastes them to show the reasons for the return.
(5) leave the factory after inspection.
1. The business reception receives the power of attorney, purchase requisition and car keys for vehicle maintenance, and checks all maintenance information, especially the delivery records of the warehouse. After checking, it prints out the statement and gives it to the cashier together with the car keys.
2. If the cashier doesn't understand, he can check with the business department, workshop and warehouse, then settle the bill and fill out the exit form. Give the car keys and the export slip to the customer together. And kindly say "bon voyage".
For some reason, the general manager needs to sign the statement for free.