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, 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; 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.
Car maintenance front desk reception process 5. Make clear suggestions to customers, take away valuables from the car, and provide customers with bags 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 pick up the car the next day. It is best to explain one day in advance. 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.
What is the reception process at the front desk of automobile maintenance? 2 1. Say hello to you in time. New users submit business cards. (Example: Hello! what can I do for you? )
2. When accepting the vehicle, it is necessary to check whether the appearance of the vehicle body is intact, whether the internal functions are used normally, and whether there are valuables. , and all of them must be confirmed with the customer before signing.
3. Always smile and serve (including leaders/colleagues).
4. The personnel on duty should stand at the guide desk on time (except lunch break) and make preparations for the guide desk and the front desk (computer startup/telephone transfer/file arrangement, etc.). ).
5. Send water in time. Always pay attention to the customer and don't let him feel left out.
6. Use the management committee. The display of the management board should be consistent with the real situation of the repaired vehicle.
7. The receiving vehicle will be tracked all the way until the customer leaves.
8. In the process of picking up the car, if there are any maintenance items (or need to communicate with customers), they must be completed by the receptionist. If the technical problems cannot be clearly expressed, please ask the customer to the reception desk and let the master explain.
9. After the receptionist clearly describes the maintenance items and maintenance costs, the customer will sign the valuation form and the car calendar card for confirmation.
10, the receptionist should be clear about the dynamics of the vehicle under maintenance. The first thing I do when I go to work is to check how many cars are being repaired today, what state they are in and when they will be delivered.
1 1. After the inspection, the receptionist must check again (especially after painting, overhaul and accident car) before informing the customer to pick up the car.
12, all incoming calls need to be recorded.
13. If maintenance items are found to be added during settlement, the customer shall be informed. If the customer does not agree to the increase, the fault and maintenance items to be done should be recorded in the remarks column of DMS "Completion Inspection" and printed out for the customer's signature.
14, order to be executed. The receptionist should inform the customer of the price of the parts ordered, the cost of replacing the parts and the arrival date before ordering, and inform the customer to replace them in time after arrival.
15. Inform the customer of the mileage and time of the next maintenance at the time of settlement, and post a maintenance reminder card (standard tire pressure sticker) on the left front door.
16. When seeing off the guests, you need to take off the three-piece suit in front of the customers, thank them, say hello and watch them leave (until the rearview mirror is out of sight).
17. Complete the consultation form and quick maintenance form.
18, all kinds of reports to be filled in should be filled in carefully in time.
19. The trial operation shall be approved by the customer, and the customer shall be allowed to carry out the trial operation together as far as possible.
20. Try not to let customers into the workshop. If customers must enter the workshop, they must hang a business card.
2 1. Pay attention to every question raised by customers and try to satisfy them. Exodus: specially trained.
22. The receptionist will have a rest the next day and need to hand over the unpaid vehicles to other receptionists.
3 1 What is the reception process at the front desk? What is the reception preparation?
(1) The service consultant shall check its appearance and appearance according to the requirements of the specification.
(2) Prepare the necessary picking list, picking board and 5-piece set (prepare the reservation board for reservation).
(3) Environmental maintenance and cleaning.
Step 2 welcome customers
(1) Take the initiative to say hello and guide customers to stop with standard gestures.
(2) Use standard greeting language.
(3) Address customers appropriately.
(4) Pay attention to the reception order.
3. Inspection of eco-cars
(1) Basic registered owner information (name, telephone number, maintenance or repair) ... You don't need to make an appointment.
(2) Require the owner to provide key registration information in the car and install 5-piece sets for the car.
(3) Check with the owner.
(4) Fill in the car pick-up registration form in detail and accurately.
4. On-site consultation to 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 the claimant 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. 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) Give the car registration form and power of attorney to the customer.
1 1. Arrange customers to have a rest.
Lead customers to rest in the customer lounge, introduce them (Garfield, milk tea, surfing the Internet, watching TV, smoking area) and take the initiative to pour drinks for customers.