The car group will invite text messages.

The importance of making an appointment is self-evident. By booking service, the service speed can be improved, and due to reasonable arrangements in advance, more thoughtful service can be obtained, and the resources of dealers can be effectively used.

Communication etiquette is very important in the booking process. For example, if you make an appointment by telephone and the service consultant takes the initiative to make an appointment by telephone, you should first confirm the name of the other party and whether it is convenient to answer the phone, then report yourself and inform the other party of the purpose of calling. In this communication process, the wording is very important, which makes the other party feel that we care about his car use, not bother him.

Pay attention to etiquette when making passive reservations: when you hear the phone ring, it is recommended that the service consultant answer it within 3 rings; Take the initiative to report your name and the name of the franchise store, such as: hello! * * * Co., Ltd., I'm * * *, and I'm glad to serve you. May I have your name , please? At the same time, write down the customer's name quickly; Confirm customer requirements before the call ends; Wait until the customer hangs up, then hang up and send a text message to the customer to confirm the appointment is successful.

Pick-up and pre-inspection etiquette

1, delivery link

Many dealers' after-sales service consultants are in a state of tight configuration. During the morning rush hour 10, customers can easily get together, resulting in no one picking up the car when customers arrive. Reasonable staffing and appointment diversion are good measures. The ideal method is to give the advance order to the security supervisor in advance. As soon as the customer arrives, the security guard at the door has informed the service consultant, who can come out to receive the customer as soon as possible. Another good way is to set up a guide desk to ensure that the post will not be empty. After-sales customers received attention and reception as soon as they came over, which improved their satisfaction at the first contact.

2. Inspection of eco-cars

When the service consultant wearing standard clothes sees the vehicle entering the reception station, he should meet the vehicle at the left front door within 1 minute after the customer stops. Open the door for customers and introduce yourself. A common problem in the inspection around the car is that some service consultants do it themselves, they will not invite customers to participate, or even if they do, they are expressionless. If there is a lack of eye contact in the communication process, they can easily leave the impression of indifference and poor service attitude to customers. It is recommended to smile more, make eye contact more, and pay attention to the use of gestures during cycling.

I was deeply impressed by a service consultant during the after-sales service etiquette counseling of a luxury brand. He dresses appropriately and has a kind smile. When checking the trunk around the car, he will prompt me to take a step back, because there may be dust when closing the trunk. When you go back to the office to make a work order, he will remind you of the wet road that has just rained; After the rounds, he guided me to sit in front of the maintenance reception desk. He left his seat first and let me sit down first. After sitting down, he poured me a glass of water before sitting down. I feel that this is a professional, meticulous and thoughtful service consultant, which is not bad. Have you worked out the details?

Give up halfway.

If the customer indicates that he wants to wait at the dealer, an excellent service consultant will take the customer to the rest area, introduce the rest area to the customer and introduce the staff, and always be polite.

Settlement cashier

After settlement, the service consultant should accompany the customer to the cashier and explain the total payment amount and payment method to the cashier. Cashiers of excellent dealers are also warm and decent. When he/she sees the customer, he/she will stand up to welcome him/her and say hello to the customer! The cashier confirms the total cost to the customer, and hands over the documents and pens, and asks the customer to sign for confirmation. He stood up and said goodbye with a smile when the customer left.

Give you a ride.

After the settlement is completed, the service consultant will guide the customer back to the delivery area, say goodbye to the customer at the door or beside the customer's car and watch the customer leave the store.