Telephone conversation about car sales.

Opening remarks:

Hello, sir/madam! I'm a sales consultant at XXX, XX 4S store. Our company will launch "XXX" in-store promotion activities this weekend. You and your family are cordially invited to attend, hoping to present you with a happy car purchase gift in spring. So in addition to some special discounts on car prices, we also prepared multiple gifts. This is the best time to order 950, W5 and other cars. In addition, any brand of used car replacement 950 models can enjoy double gifts. We are waiting for your surprise gift at the weekend!

G: What's your biggest discount?

Sir/Miss, Xiao X told you last time you came to the store, and I will inform you as soon as possible if there are any preferential activities. A This event is the first XXXXXX event held in our shopping mall. The manufacturer gave us strong support and gave us the task. Our sales pressure is also great, and it will definitely be very favorable. If it really doesn't work, I can apply for a special price directly from my boss, but the quota is limited. You should have come earlier. When will you come to our shop? I welcome you at the company gate! ! !

G: I'm busy and have no time!

Sir/madam, you have worked too hard. I'm sorry to bother you. Our activity is to consider that you are usually busy at work, and the time is limited to Saturday and Sunday. However, our activity is really favorable (add the attractions of this activity), which is a rare opportunity for you to buy a car. I think it's really a pity to miss it. If you really can't come, you can ask your lover or friend to help you refer to it and come and have a look. Even if you don't book a car, we will send you a gift. Do you think you or your lover or friend will come to the store? When will I arrange it for you!

G: What's your biggest discount?

B. This activity is held exclusively by our store, so it is not convenient to talk on the phone. Anyway, do you want to see the car, test drive and sign the contract in 4S? I dare not say anything else, but it is definitely more cost-effective than your last time, and it will definitely satisfy you.

C.we have a strong activity this time. Compared with the previous times, this time is 1, which will really benefit VIP customers like you. We look forward to your visit!

D. this time, our activities are very rich. From the moment you arrive at the store, you will be greeted with exquisite gifts. If it's convenient, you can bring your family with you. Everyone has beautiful gifts when they come to the store. Others include gift packages, lucky draws, special policies to give back to old customers, multiple gift packages, special cars, test drives and polite messages.

There was so much activity on the phone that I couldn't explain it clearly for a while. I'll give you a detailed introduction when you get to the store. When do you think you will come to the store? I'll arrange it for you and look forward to your visit.

G: Do you have a car now?

Sir/Miss, our company has specially prepared enough vehicles for this activity to meet your demand for cash withdrawal vehicles as much as possible. If we can't withdraw the car, we will also give priority to the time of picking up the car. As you know, the car source is tight now. You must arrive at the store as early as possible on the day of the event. If you come late, you won't be able to explain clearly.

G: I definitely want to buy it. Can you keep the car and the price for me?

Sir/madam, if it's a normal store activity, I'm sure I can keep it for you, without any problem, because the discount at the event is similar to our usual discount. However, the discount rate of this activity is very large, and the company can't always promote it so cheaply! Our gift package, lucky draw, special policy of giving back to old customers, multiple gift packages, special car test drive and courtesy message. You can only enjoy it if you book a car on the same day, and you can only enjoy the test drive and leave information on the same day. The quantity is limited until it is sold out.

Moreover, other customers will not give up such a good preferential activity, and it is impossible to stay. Now that you are sure to buy it, what are you waiting for? It's not worth missing this rare opportunity! You'd better hurry up and book a car at the store on the day of the event. I'll wait for you to come to the store to pick up the car.

G: Will your car be more favorable in the future? Still so much. There is no discount. It seems to be less than before. I'll wait.

Sir/madam, it seems that you know a lot about the automobile market. No one really knows what the future market will be like. In the past few years, cars have been falling. Last year, this year's car is different from the past, and the price is on the rise. The sooner you buy a car, the cheaper it is, and you don't have to wait for futures. However, with your understanding of car prices, you also know that there can be no greater discount. In fact, for consumers, they only need to buy what they like at a reasonable price when they need it, and no one can buy the lowest price.

Of course, if it is not needed, it will not be bought at a low price. However, cars are luxury goods, buy early and enjoy early! Anyway, you should visit our shop. As the saying goes, you must search for goods to get the most affordable price. You don't understand. How do you know the current market? We all have the habit of buying up and not buying down. Actually, buying a car is the same as buying a house. I regret why I didn't buy a house in 2008. (This activity is introduced, and the discount is very large)

G: test drive.

Our store has prepared test drive and test drive gifts. You are welcome to test drive at any time. When are you free? Week X or Week X (instead of invitation)

Conclusion!

Thank you very much, sir/madam! Come on -xx, XX, XX is waiting for you. Thank you. Bye! No-XX, XX, XX are still looking forward to your visit. Thank you. Bye!

Second, the telephone call-back speech

1, the first day of return visit

Person in charge of return visit: sales consultant. Return visit time: the sales consultant pays a return visit to the user on the delivery day or the next day. If the car is delivered in the morning, return in the afternoon; If you deliver the car in the afternoon or evening, pay a return visit the next morning. Content of return visit: mainly greetings. At the same time, inform the user that he will receive a phone call from the customer service quality department of Shanghai Volkswagen on the same day or the next day to confirm the purchase of the car.

Good morning/afternoon/evening/hello.

_ _ _ _ _ _ _ _ Sorry to bother you, but I'm xxx, the sales consultant of the 4S×× store, and I just gave you my car yesterday/today. I wonder if Mr./Ms. _ _ _ _ _ _ _ is it convenient to come to the phone now? Or do you have a landline? I'm sorry to bother you! Is it convenient for you to answer the phone now? ) 1 convenient, mobile phone-continue to visit. (2) It is convenient to redial the fixed telephone _ _ _ _ _ _ _ and continue the visit. ③ If it is inconvenient, make an appointment to visit again after apologizing and thanking, and terminate the visit.

Ensure that users sometimes call indirectly to ensure customer satisfaction. Excuse me, did you have a good ride on your way back? Are you used to all aspects of vehicle control while driving? Is there anything you don't know or have questions about the use of vehicles? Do you need me to serve you? If not at this moment, please rest assured that our company and Shanghai Volkswagen Skoda will provide you with satisfactory service at any time.

Please remember our telephone number _ _ _ _ _ _ _ _, and the customer service staff of Shanghai Volkswagen Skoda Automobile Headquarters will call you back to confirm your car purchase and car use. Please forgive me if I disturb you. I wish you a pleasant, safe and smooth journey again. Customer reaction in public makes you improvise.

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. If the customer is dissatisfied, apologize on behalf of the company first, show understanding to the customer, and give the customer the feeling of being recognized and valued first.

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.