First of all, I would like to express my heartfelt thanks to you for buying our brand car. Does your car have a license? Please check the information of sales customers before asking this question. It is not appropriate for a customer who has not received a certificate or issued an invoice to ask this question. )? Register the license plate number
3. Reminder: In order to take better care of your vehicle, the first insurance will be done within one to two months when the vehicle is about 3,000 kilometers. The first guarantee is free Please bring your maintenance manual with you when you enter the station, and our service consultants and maintenance technicians will conduct a comprehensive inspection of your vehicle.
Are you very satisfied with the reception service of our sales consultant?
Do you have any comments or suggestions on our service?
Thank you for your valuable advice and support for our work. Goodbye! Wait for the client to hang up.
6. If the customer is not satisfied, you should apologize on behalf of the company and show understanding to the customer. First of all, you should give customers a feeling of being recognized and valued. Then invite customers to stop at the station when they are free to further solve the problem. Record customers' complaints, opinions and suggestions in detail, feed them back to relevant departments in time, and further follow up customers according to the handling opinions of various departments. Don't give uncertain promises to customers when answering or calling, pay attention to the way you speak, and leave room for the subsequent handling of things.
If you want to buy a car, sell it first! "This is a classic saying of Chen Anzhi, a successful scholar. When your heart of success is greater than the heart of customer rejection, you will succeed! Never let go of every customer. When you make money desperately, you will get customers by hook or by crook, learn to ask customers for business cards by crook, and insist on door-to-door sales! It is important to set aside one or two days a month to go to the customer's office or home and visit the customer by the way. Remember that "self-discipline" is the premise of success. You should have a plan and a goal in life!
First of all, we should agree with customers' questions, and then guide customers' sales by quoting classics (approval is to establish a unified language, and then naturally guide consumption). Teamwork is very important. Two people should work together. Just like cross talk, you should talk to me often. Don't go it alone. There is no forever best salesperson, only forever sales team!
Customer return visit process
As the most basic work, customer return visit workflow plays an important role in the whole information evaluation: 1. Through customer return visits, you can accurately grasp the basic situation and maintenance trend of each customer; 2. On the basis of detailed understanding of customers, different methods of maintenance and follow-up visits are carried out for different customers; 3. Understand customer needs, so as to provide customers with more and better value-added services; 4. Find your own shortcomings and improve them in time; 5. Improve customer satisfaction; Customer return visit workflow: sales return visit workflow: ask about vehicle usage and answer customer questions. Call back three days after the commercial vehicle is sold, write down the license plate number, prompt the first insurance work and ask for the insurance policy (convenient for renewal and assistance after the accident), record the content of the call back and transfer it to the information center for maintenance call back process: ask about the use of the vehicle after maintenance, and whether the content of the call back five days after vehicle maintenance has solved the existing problems of the vehicle. Investigate the overall service satisfaction, and make complaints, criticisms and suggestions on the service quality. Praise the price structure, record the customers who complain in time, fill in the customer complaint repair form, and implement the provisions for solving problems. The person in charge and the general manager personally review the completion time limit, and the customer becomes loyal to the customer. If the problem can't be solved immediately, tell the customer relevant information and temporary decision within 3 days, and the problem that can't be solved can be solved after the inspection is completed. The customer sets a time limit for the person in charge to explain the reasons to the customer. After the loyal customer's complaint has been resolved, call the customer to ask if he is satisfied. Customers will give favorable comments and make announcements to show the motivation of sorting out the contents of return visits every day. The suggestions made by customers should be carefully considered. Take customers' criticisms and complaints in time, call back for maintenance, sort out the daily return list every month, classify the problems, communicate with the heads of relevant departments, analyze the return visit rate, formulate detailed measures to solve the problems, and form the report satisfaction rate and complaint rate. Now a separate return visit sheet is being established for each customer, so that the information officer can know the customer's vehicle usage, problems, complaints and other information during the next return visit, so as to make a more targeted return visit. The customer return visit record sheet and the maintenance record sheet can be unified in the customer file. Three. What systems has the company established in all aspects of its work? Established the customer file management system, customer return visit system and complaint handling process. Four. What problems have we encountered in our work and how have we solved them? Sometimes the process of visiting customers is not very smooth. Some customers are not very nice, impatient and even rude. Some customers are not very familiar with the professional knowledge of automobiles and have some doubts about the quality of products, which has caused them to have no understanding of our work. As a repeat customer, you should listen patiently and be the best listener. When customers complain, customers are very excited because of problems with vehicles or services, and we should all understand. At the same time, we should not only consider the problem from the customer's point of view, but also safeguard our legitimate rights and interests, so sometimes the customer's incomprehension will cause some difficulties in our work when dealing with some problems. V. How to supervise information work and evaluate employees' performance Next, we will carry out a quantitative service standard system and adopt a project scoring system. We regard each employee as a score of 100, and accumulate the scores according to the daily service requirements; Through customer feedback, increase or decrease reward points and criticism points accordingly; Criticize and assess employees with low scores, and reward employees and departments with high scores. According to the corresponding scoring standards, the quantitative service score can fairly and accurately evaluate the customer service ability of business departments and business personnel, and can also play an auxiliary role in the performance appraisal of business personnel, such as customer satisfaction rate, effectiveness of problem solving, praise and criticism rate put forward by customers, etc. Quantitative service standard system is a practical and effective supervision and management method. Let us accurately find out our own gap, improve in time, better grasp the market, win customers, and become the enterprise with the highest reputation and satisfaction among customers in the same industry. How do intransitive verbs conduct on-site customer surveys? On-site customer interviews are mainly face-to-face communication with customers. Through in-depth understanding and communication with car owners who come to repair, treat customers as friends and guide corresponding topics. Listen to and analyze the existing problems and phenomena objectively. By receiving customers' complaints and rationalization suggestions, we will feed back and improve the information to relevant departments in time, strengthen the awareness of internal cooperation and pay more attention to customers. Vii. Some Skills and Experiences in After-sales Visit When visiting customers, we should pay attention to the following aspects: 1. First of all, we should adjust our emotions and sound as friendly and natural as possible, so as to gain the trust of customers quickly and customers can be honest with you. 2. Customers generally don't feel that there is anything seriously wrong with their cars, so they should use the recommended introductions for positive guidance and reminding, so that they can feel the good performance of their cars. Give those customers who are not ready time to remember the details. You shouldn't speak too fast, and you shouldn't leave the impression that you are in a hurry. Be sure to let the customer finish what he has to say and don't interrupt him. Make a short and clear record of what he said. If you don't say criticism, you should also record customer comments and praise. If customers complain, don't make excuses. Just explain to the customer: you wrote down his words; If the customer is satisfied, you should make sure that your dealer will call him again. After the customer has solved some problems, you should pay a return visit to the customer in time and tell the result, which shows that you attach importance to the problem. 6. The training of return visitors is also very important, and it is necessary to know relevant professional knowledge. 7. Improve the ability to deal with emergencies. There will be different customers every day. Good psychological quality and adaptability are very important.