6.(CS reminder) In addition, GAC Toyota manufacturers entrust mysterious customers to accompany customers to the store to check our services and processes every month. If you are lucky enough to be selected, I hope you can actively cooperate with the manufacturer, and you will get a free maintenance provided by the manufacturer. If you inform our store in advance, you will also get our company's working hours voucher worth 65,438+000 yuan, which can deduct the working hours after sale. Thank you very much for your support and cooperation. Goodbye!
Five, maintenance school attractive words:
Hello, I'm XXX, customer service consultant of Guangzhou Automobile Toyota Jerry Yangxi Store. I am sorry to call you. Ok, we will hold a new car maintenance school on128 at 2:00 pm, 65438, mainly to explain some precautions about warranty, insurance and daily insurance, solutions to some common faults and gifts. We'd like to invite you and your family to attend. Do you have a minute?
1. If the customer says to attend (how many people will you attend, so that we can prepare afternoon tea and fruit for you conveniently. Our activity is to sign in at two o'clock and start at half past two sharp.
If the customer says he is not sure (why don't we help you predict the name first and confirm it with you on Friday afternoon? )
3. If the customer says no (it doesn't matter, can I invite you again for similar car owner activities next time? )
Thank you very much, goodbye!
Six, pay for the new car language:
1, (after-sales entrance) Hello, I'm your customer service consultant XXX. Congratulations on your new car. In the future work, the staff of our customer service center will follow up and remind your car in terms of maintenance, insurance and annual review. If you have any comments or requirements about our service in the future, you can also call our customer service hotline at 69368877.
2. (Maintenance reminder) Please note that the first maintenance in 3 months or 5000 kilometers and the second maintenance in 6 months or 1000 kilometers must be carried out according to the requirements of the manufacturer, starting from the day you buy the car, whichever comes first. If we don't do it within the time limit, the manufacturer will automatically give up the warranty right, and the manufacturer will not give the warranty if we have quality problems with the whole vehicle in the future.
2. (Remind to make an appointment) In order to save the time of your next visit to the store for maintenance, please make an appointment with us after you arrive at the store. We will reserve a workstation for you in the workshop in advance, arrange front desk reception and maintenance technicians, and give priority to receiving you. thank you very much for your support！
Seven, the warranty expires attractive words:
1, (soliciting) Hello, I'm XXX, the customer service consultant of Guangzhou Automobile Toyota Jerry Yangxi Store. Sorry to interrupt. You, we now remind you that the warranty period has expired. According to our system prompt, your car has been purchased for XXX months and has traveled XXXX kilometers.
The warranty period of our Camry is 3 years, 654.38+ 10,000 kilometers, whichever comes first. In order to protect your rights and interests, we suggest that you send the car to our store for a comprehensive inspection during the warranty period. If any part within the warranty scope is found damaged, we will handle the warranty claim for you according to the regulations of Guangfeng manufacturers.
2. (Remind to make an appointment) In order to save the time of your next visit to the store for maintenance, please make an appointment with us after you arrive at the store. We will reserve a workstation for you in the workshop in advance, arrange front desk reception and maintenance technicians, and give priority to receiving you. thank you very much for your support！
Eight, regular maintenance attraction:
Hello! Excuse me, are you Mr./Miss XX? I am XX, customer service consultant of Guangzhou Automobile Toyota Jerry Yangxi Store. I'm sorry to bother you, but it will take you a few minutes. I'm calling you today mainly to find out about the current use of your car, and at the same time make a maintenance reminder of XXX million kilometers. According to our system prompt, your last maintenance time was XXXX, and the maintenance kilometers were XXX kilometers. How many kilometers have you driven so far? When will you be free to come and repair it?
1. If the customer makes an appointment (did you make an appointment to arrive at the store at XX on XX?
We will reserve a station for you in advance, arrange the front desk reception and maintenance technicians to wait for you in the store, and please remember to bring the warranty manual when you leave. Thank you very much for your support. Goodbye! )
2. If the customer says that the mileage hasn't arrived yet (OK, Mr./Ms. XX, I will update your latest mileage on the system, and then we will call you to remind you? In order to save the time of your next visit to the store for maintenance, please make an appointment with us in advance after you arrive at the store. We will reserve a station for you in the workshop in advance, arrange front desk reception and maintenance technicians, and give priority to receiving you. thank you very much for your support！ Goodbye)
3. Maintenance has been completed
A.where was the last car repaired?
B: Why didn't you choose to come to our company for maintenance? Is it because the company was engaged in activities at that time, or is it convenient for you to be near there?
Do you know our company's after-sales service telephone number? 69368866
Know: Thank you for your support to our work!
I don't know: I will send you our company's reservation service phone number and 24-hour service phone message, please pay attention.
In the future, our company will launch a series of after-sales service activities, and we will inform you by SMS or telephone.
If you need our service when using the car, please feel free to contact us. Have a nice trip. Goodbye!
(Invalid collection record: 1, wrong phone number; 2. No one answered the phone; 3. Refuse to solicit; 4. The phone is disconnected; 5. others. )
5.(CS reminder) In addition, GAC Toyota manufacturers entrust mysterious customers to accompany customers every month.
Go to the store to check our service and process. If you are lucky enough to be selected, I hope you can actively cooperate with the manufacturer, and you will get a free maintenance provided by the manufacturer. If you inform our store in advance, you will also get our company's working hours voucher worth 100 yuan, which can be deducted from our after-sales department. Thank you very much for your support and cooperation. Goodbye!
Nine, the return visit of lost customers
Hello! I'm XXX, the account specialist of Jerry Yangxi Store in Chengdu. Are you Mr/Ms XXX? I'm calling to detain you for a minute to find out about the use of your car. Do you think it's okay?
Refuse/have a meeting/be busy/drive, apologize and immediately tell the customer to call him next time! (If it is convenient for the customer, continue to the next question)
Q/Mr./Ms. Kloc-0/XX, your car was left by us on {\ \ F6527 \ \ F6527 \ \ F6527 \ \ F6527 \ \ F6527. Year \ \ \ \ F65247; Month \ \ \ \
1, very good; 2. general; 3. poverty;
4. I changed cars. Congratulations! What brand of car should I change? Do you think GAC Toyota's car is ok? (By the way, make a brand recommendation policy)
Q2: What is the reason why you didn't come to our place for maintenance? 1, too far from our company; Our company has a repair shop; 3. Friends have discount cards for repair shops or other repair shops; 4. Minor problems other than maintenance; 5, in the insurance company designated repair shop maintenance; 6. The car is not for local use.
1, the maintenance price is too expensive; Our company is a 4S shop, and the price is charged according to the manufacturer's standard, and there will be no arbitrary charges. If our price is compared with that of the outside repair shop, it will definitely be a little more expensive, but we are guaranteed, and there is definitely no guarantee outside. When you come here for maintenance, I will give you a discount on working hours. You usually have to make an appointment in advance and arrive at the store on time to enjoy it.
2. Poor service attitude; Want to know what happened at that time? If he leaves the company, he leaves the company. I'm really sorry about the situation at that time. I really didn't do it well at that time. Now all Jerry's reception consultants have been trained and tested, and their requirements are very strict. Now the service level has improved. You can come and find out, if our company wants to develop, it definitely needs to constantly improve the ability of employees. This also needs the evaluation of our customers.
3. Poor maintenance quality; Want to know what happened at that time? (If you know, you can answer immediately. I don't understand: because I don't know much about this problem, I will consult a technician and give you a satisfactory answer. If it is a problem of maintenance quality, it may be necessary to arrange time to come to our store for testing. We also need the support of customers, who can give us valuable advice and let us make continuous progress.
4, the car rarely drives, and it has not reached the maintenance mileage; I haven't maintained it for half a year. Although I have driven for several kilometers, the oil itself has a shelf life. When driving, the engine is in a state of high temperature and high heat, and the temperature of the oil also changes. It is not good for the engine to continue to use engine oil after the shelf life. (Example: Just like a bottle of soda, the shelf life after opening will not be 18 months. )
Conclusion: Mr./Ms. XXX, thank you very much for accepting my return visit. If you have any problems with your car, you can call our service hotline at any time. Have a nice trip! Goodbye!
(Invalid return visit record: 1, wrong phone number; 2. No one answered the phone; 3. Refuse to pay a return visit; 4. The phone is disconnected; 5. others. )