How to make an appointment for after-sales service?

After-sales SA picks up the phone, first of all, it should thank the customer for calling, and then ask the customer what can I do for you? For example, when the phone on the after-sales SA counter rings, the first sentence when answering the phone is: "Hello, welcome to call **4S shop. My last name is *. What can I do for you?"

Then, according to several different situations of customers calling after-sales, the next steps are formulated respectively. General customers call in the following situations:

1, make an appointment for maintenance/repair;

2. Pick up the car after maintenance or repair, and ask whether the maintenance/repair is over;

3, vehicle collision accident, need assistance;

4. Vehicle failure requires consultation;

5. Vehicle insurance purchase consultation;

6. Consultation on vehicle insurance clauses;

7, vehicle annual inspection consultation;

8. Consult the recent preferential activities of 4S shop maintenance.

After distinguishing the different call needs of these customers, we can further develop standard answering skills according to different situations.

The landlord asked to make an appointment to speak, which is mainly divided into appointment maintenance and appointment maintenance, that is, the situation of 1 SA can say, "OK, sir, what's your name?" After the previous interview. ..... OK, Mr. *, may I ask your license plate number (the last maintenance/car purchase time was found in the customer system)? Excuse me, Mr. *, when are you going to make an appointment for maintenance? "If the customer's scheduled maintenance time is very crowded, SA can say," Sir, * you said you might have to wait a long time because there are many guests at this time. Do you think it's acceptable? If you don't want to wait too long, I suggest you come in * * instead. what do you think? "

Next, after making an appointment with the customer, SA will also remind the customer what procedures need to be taken, so as to avoid the situation that some careless customers or customers who just bought a car need to run for the second time because of their thoughtlessness and carelessness.

Before the end, Sa did not forget to say, "Mr. *, I'm glad to be of service to you, so * * see you (appointment time)!" "

In this way, 4S shopping malls can convey a kind and professional consultant image to customers. Let the car owners feel that they are thinking for themselves everywhere and leave a good impression on customers. Over time, the customer was passed on from mouth to mouth among colleagues and friends, praising the after-sales service of this 4S shop. Finally, the customer's vehicle maintenance of your competitive store will definitely come to your store to do it.