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: 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, look, there is a scratch here. When you have time, let's get insurance and I'll fix it for you. " Or "Look at this wound. 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 inspection of vehicle appearance, but also indirectly help the company to 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 valuables in the car, and provide customers with bags of 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.