What is the reception process of service consultants?

Service Consultant 1 What is the reception process? The first step is to make an appointment.

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 the customer's return visit, publicize the appointment business and let more customers know the benefits of appointment.

4. Service consultants often publicize the benefits of appointment to customers who enter the factory directly without appointment, and increase the amount of scheduled maintenance.

Step 2: reception.

After the customer has parked the vehicle, the shopping guide will take the vehicle into the maintenance reception area and introduce it to the service consultant according to the company's requirements. This step is actually a process of communication between service consultants and customers, and it is also a process of consultation. The process service consultant should pay attention to several issues:

1. The consultation time is at least 7 minutes.

2. If the service consultant can't solve the technical problems by himself, he must ask the workshop technical support for help, and can't make decisions without authorization.

Check the vehicle carefully, but don't let the customer feel that we are guarding him like a thief.

4. When checking the vehicle, put the three-piece suit in front of the customer. Even if the customer euphemistically says no, we must insist.

Step 3: Print the work order.

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 some 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".

Step 4: Real-time monitoring.

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 should calculate according to the completion time of the work order, and if it cannot be completed on time, he should promptly remind the service consultant. Pick up the car at least half an hour in advance on the same day, and it is best to explain it one day in advance the next day. 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 valuation list, it is necessary for the service consultant to identify 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.

Step 5: Final inspection.

In other words, after the vehicle maintenance is completed, the service consultant will check the vehicle against the vehicle list. Whether all service items including work orders have been completed; Kilometers of vehicles; Vehicle appearance and so on. Step 6: delivery instructions. This is an important step. We should have a delivery manual, and the first half of this manual should explain to the customer what all service items should pay attention to in the future driving process. For example, when replacing the brake pads this time, the service consultant should indicate on the delivery order that "the brake pads have been replaced, please keep the distance between cars and pay attention to the running-in of the brake pads". The second half of the bill of lading should indicate how many kilometers or how long after the vehicle arrives, what services the customer will do, how long these services will take and how much they will cost. For example, your vehicle's current mileage is 35,000 kilometers, and the vehicle needs to change the oil and filter when it travels 40,000 kilometers; Air filtration; Steam filtration; Air conditioning filter; Clean the fuel injector; Clean the throttle inlet; Four-wheel positioning and other services. The total cost is about 8 thousand yuan, and the time required is about six hours. In addition, it is necessary to explain the settlement pre-inspection form to customers, explain the service items and expenses of this maintenance, and lead customers to settle accounts. As the saying goes: "three points to pick up the car, seven to distribute the car." The next pick-up is when the car is delivered.

Step 6: Give someone away.

In this step, the service consultant must do two things.

1. Take off the three-piece suit in front of customers.

2. Guide the customer's vehicle to the door of the company and bid farewell to the customer.

Step 7: Information feedback.

According to the feedback information, improve the process in time to achieve the real "people-oriented"; Continuous improvement. "

What is the reception process of service consultants? Step 2 receive

1. Go out to meet customers and confirm their purpose (business reception a):

The reception work should start with welcoming guests, smiling and speaking kindly (you must speak Mandarin when facing customers), and you can respond to customers with bright expressions and quick actions; When customers come to the store at peak hours, temporary receptionists should be arranged (all service personnel in the department, such as supervisors and cashiers, can be temporary receptionists), so that the temporary receptionists can greet customers and provide tea service for customers to ensure that customers will not be at a loss because no one answers.

2. Guide the customer to the receiving station: the car receiving station is on the left and the car delivery station is on the right.

3. Confirm/record the arrival of the customer (business reception A): You should quickly record the basic information of the vehicle (license plate number, name, contact number, kilometers, etc.). ) when going out to meet customers, to improve work efficiency and reduce customer waiting time; And carefully record the customer's requirements on the consultation form.

Note: the first principle of confirming the purpose and recording the user's needs is to listen carefully and record carefully! Never interrupt a customer. The second principle is to ask questions according to the method of 5W2H, until you are sure that you have understood the user's requirements, and then repeat it to the customer, and write down the customer's statement truthfully in the customer's original words.

4. Inspection of appearance functional parts (business reception B):

Install CS three-piece suit in front of customers; Check the appearance and functional parts of the vehicle and record (check the condition of power glass, power window, body paint, trunk, etc.). ). For quick repair vehicles, Business Reception B shall immediately move the vehicles to the quick repair station, hand them over to the quick repair team leader, and briefly explain the customer's requirements.

Note: customers should be present when checking the appearance and functional parts, and they should be marked in detail on the consultation sheet; Before entering the car, be sure to prompt for valuables, and start the engine to check if there is any abnormal sound if necessary.

Second, consultation (business reception A will be handed over to technical reception when necessary)

Inquiry is a necessary work to further confirm and concretize the user's vehicle fault, so as to finally determine the cause of the fault. All vehicles that arrive at the store for inspection, repair and maintenance must use the pick-up inquiry form in a unified way, and the table must record the fault phenomenon described by the user or the content of the work required. The consultation sheet must enter the workshop with the maintenance sheet, and be stored and managed together with the maintenance sheet after delivery.

For vehicles with routine maintenance, first maintenance, body painting and direct analysis and judgment at the front desk, customers can be required to sign the work contents on the consultation form and make an evaluation form.

1. Guide the moving vehicle to the consulting station: when the vehicle needs the workshop for fault consultation, it should be moved to the consulting station quickly.

2. Do you need workshop assistance? If the fault can't be diagnosed, you can ask the workshop technicians and teams to assist in the detection, and try it out if necessary.

3. Query/fault reproduction: query the fault phenomenon, reproduce the fault phenomenon described by the user, and further confirm. The confirmation of the fault phenomenon should be accompanied by the user, so as to correctly grasp the situation; According to the need, use testing instruments for testing. If necessary, it should be tested with the user to confirm the fault phenomenon.

4. Estimate the cause of the fault and list the fault parts: judge whether it is normal or abnormal according to the specific phenomenon, and ask the user the real situation patiently and carefully; Through the diagnosis results, the cause of the fault is inferred; According to the judgment of the fault cause, confirm the work content (the more accurate the better) and the required parts.

Three. Estimation (business reception a)

The estimated contents include operation cost and completion time, both of which must be approved by users in advance; Correct evaluation and friendly explanation are of unparalleled importance in establishing interdependence. It is not a good thing to spend customers' money without their consent-and it may be illegal, and it may bring big trouble if you don't evaluate customers when you check out.

1. Make an estimation table when evaluating/estimating: determine the operation items; List spare parts and oil to be used, estimate working hours and calculate operation time (carefully understand the delivery time required by users so as to set the scheduled delivery date and time); Confirm the inventory of required parts; Calculate the estimated amount.

2. Explain the estimate to the customer: explain the operation content, completion time, estimated amount, delivery time, procedures, etc. to the user concisely, so as to make the customer feel dependent;

3. Obtain the customer's consent and sign for confirmation: solicit users' opinions on the quotation amount, delivery date and time; In order to avoid disputes with customers, it is necessary to ask customers to sign for confirmation, and a good estimate will make customers sign with pleasure.

4. Settle customers: Whether customers are resting in the store or leaving the store, customers' settling work will make them feel taken care of and valued. Try to avoid customers from entering the maintenance workshop, and tell customers that the air in the workshop is bad and there are too many equipment circuits to take care of, which will cause unnecessary trouble. )

5. Make a repair order/management card: record user information and vehicle information, and immediately establish a user file for the first-time user; Users in management should check whether the user profile information is complete and accurate when they arrive at the store, and improve immediately if they find any deficiencies. The maintenance order and consultation order are transferred to the maintenance workshop with the customer's vehicle.

Fourth, operation management

1. Dispatch: When the business reception A hands over the repair order to the quick repair monitor, it should verbally convey/emphasize the customer's work content and time requirements to the monitor, so as to better complete the work and improve customer satisfaction.

2. Work instruction (this item will be sent directly after the business reception B confirms the car condition): The reception at the front desk and the use of the management board by the team members are important links to communicate between the front desk and the workshop, which should be particularly emphasized.

3. Contact the customer about the increase/delay: If it is necessary to increase the items and delay the operation for vehicle maintenance, it should be conveyed to the business reception A in time so as to contact the customer as soon as possible.

4. Management of the front desk management board: After receiving the application for additional items or extension from the quick repair team, business reception A should contact the customer to obtain permission and manage the front desk management board in time. Managing the management of the board of directors is an efficient practice and should become a habit.

5. Additional maintenance/delay

6. End of operation: The quick repair team should manage the workshop management board in time to improve the workshop operation efficiency (the use of the workshop management board requires the active participation of the team).

Verb (abbreviation of verb) completion inspection (three inspections: self-inspection, mutual inspection and final inspection)

Inspectors conduct general inspection of the whole vehicle, and verify and confirm it item by item according to the inquiry form and the repair form; Carry out trial operation if necessary-check whether any items (tools and materials) have fallen. If errors or omissions are found during the inspection, repair should be arranged immediately-after the repair, a comprehensive inspection must be carried out again. Inspectors should record and evaluate the rework in the store and external reactions, try to improve the attention of operators and avoid human negligence.

Six, car wash:

Customers will be happy when they see their shiny new car!

Cleaning vehicles includes external cleaning (glass, tires, body) and internal cleaning (dashboard, seat, ashtray). If necessary, the carpet should be vacuumed. In a word, the operation site must be cleaned, without dust and oil stains. The cleaning staff found that the CS three-piece suit was not standardized, and the cleaning staff should tidy it up, but should not take it off. The receptionist should check the cleanliness of the vehicle.

Seven. Settlement:

Send the work order to the front desk, and put the card corresponding to the front desk management board into the waiting list production column.

1. Make statement: Business Reception A shall make statement and accounting bill immediately after receiving the completed work order.

2. Explain the operation content/cost: Before explaining to the customer, business reception A should check the consultation sheet to see if the customer's requirements have been solved. According to the settlement, explain the operating items and operating expenses to customers; If necessary, ask the customer to explain it at the delivery station (in general, it can be explained at the customer's place, such as the customer lounge).

3. Obtain the customer's consent/signature: the customer is required to sign the billing statement for confirmation, and the customer who has made the operation instructions in advance will be very willing to sign it.

4. Guide customers to the settlement office: guide customers to the cashier office to pay, so that customers feel valued; Moreover, if customers suddenly have any problems, they can explain them in time instead of handing over the work to the cashier.

5. Charge fees: Cashier is the most difficult job for the service department, so it is necessary to check and charge fees quickly, instead of trying to explain the composition of operating expenses, and these issues should be left to the business reception. Cashiers should learn the reception etiquette of after-sales service personnel, be polite, helpful and friendly in the whole service process, thank customers for their patronage, and maintain the unified image of after-sales service.

Eight, delivery:

Delivery is the beginning of the next maintenance. In order to make this service have a good and positive result, business reception A should thank customers for coming to the store. Give customers business cards and tell them that if they have any questions or needs, they can contact them directly.

1. Guide the customer to the delivery parking space: this will make the customer feel valued all the time.

2. Take off the CS three-piece suit: Take off the CS three-piece suit in front of the customer to let the customer know how much we love and cherish his car.

3. Say goodbye to customers: remind customers of the next maintenance time of vehicles (based on time or kilometers), leave a perfect impression and establish future relations.

Nine. follow-up service

Profitability is closely related to customer satisfaction. In order to achieve profitability, customers must be satisfied. Therefore, it is very necessary to track customers effectively.

1. Tracking service: Information clerks should track the real feelings of customers, ask customers to make improvement plans, and it is helpful to master and record customers' habits and psychology.

2. Daily/weekly/monthly summary: constantly summarize and analyze, formulate countermeasures, and make after-sales service change with each passing day.

What is the reception process of service consultants? 3. Appointment process

1. Will the appointment expert answer your call within three times after the call is connected?

2. Does the appointment specialist take the initiative to report the name of the dealer, his own name or position?

3. Does the appointment expert accept your appointment time or suggest an ideal appointment time?

4. The appointment expert will ask and verify your contact information.

5. Will the reservation expert verify your vehicle information?

6. Does the appointment expert check with you the maintenance project and the time and cost required for the maintenance project?

7. Did the appointment specialist remind you to bring maintenance-related documents, driving license and maintenance manual?

8. After determining the maintenance items, did the appointment specialist take the initiative to ask you if you have other maintenance needs?

9. Does the appointment specialist confirm or remind you of the payment method for maintenance? (before the reservation call finally arrives)

10. Did the dealer call or text you again to remind you to make an appointment before the appointment time?

1 1. Did the service consultant prepare the documents before you arrived?

12. Can I see your reservation information (license plate, name, reservation time, maintenance content) after entering the store?

Second, pick-up link

1. Take the initiative to greet the customer, introduce yourself to the customer, and find out whether the customer is maintaining or repairing.

2.SA reminds customers to take valuables with them and asks if they have a maintenance manual.

3. When the customer installs a three-piece suit (both are indispensable).

4. Invite customers to enter the co-pilot to "take the initiative to pick up the car".

5. Lower the vehicle, remind customers to take valuables and lock the door again, guide customers to the reception desk, provide customers with a variety of drinks to choose from, and provide their own business cards.

6. Verify and update customer data or vehicle information, and check whether there is SM activity in the vehicle.

Verify customer's maintenance records and maintenance memos.

Introduce the necessary homework content to customers.

9 Ask the customer if there are other requirements and record them.

10 can appropriately introduce some additional service activities to customers.

Third, carry out detailed "take the initiative to pick up the car"

Objective: To improve the proficiency of vehicle inspection and practice and the quality of factory audit.

Outside the car

1. Check the driver's seat belt and buckle (twisted or locked).

2. Check whether the fire extinguisher installation is loose and normal.

Drive into the elevator station

1. Lightly step on the accelerator (whether there is abnormal noise in the engine), check four windows and window mirrors at the same time, and turn on the light switch.

2. Open the skylight for inspection, at the same time open the air conditioning system, and check the emergency lights and sounds.

3. Check the first officer's sun visor (cosmetic mirror housing and light switch).

4. Check whether the air outlet of the co-pilot air conditioner is loose or damaged.

5. Check the removal and maintenance manual of valuables in the glove box.

6. Close the sunroof and check whether the OCP control is damaged, whether the sunroof is closed normally and whether the front stop is damaged.

7. Check whether the display of COMAND instrument is normal, record the air conditioning temperature in the car, record the radio frequency or song catalogue).

8. Check whether the swaying central air outlet is damaged and whether the air speed and temperature of the air conditioner are normal.

9. Turn off the air conditioner, COMAND and emergency lights.

10. Check the ashtray cover and cigarette lighter.

1 1. Check the suitcase to make sure there are valuables in it.

12. Check the driver's sun visor (whether the cosmetic mirror shell and lighting are normal).

13. Honk the horn to confirm whether the sound is normal, and pay attention to people outside the car.

14. Check whether the instrument has an alarm light, check the maintenance records, and record the fuel gauge and mileage (check the instrument menu through the function keys).

15. Check whether the wiper spray has abnormal sound, cleanliness and correct position.

16. Turn off the four door and headlight switches, verify and record the seat position, check whether the seat position adjustment is normal, and record the seat memory position.

17. Pull the handle of the machine cover.

18. Turn off the engine.

Fourth, the appearance of the vehicle.

1. Check the appearance of the left front position (front bumper fender) for damage and dents, the thickness of tires and brake pads, and check the left body for dents.

2. Record the site number, and reconfirm whether the front windshield and left front rearview mirror are damaged.

3. Check the appearance of the left front door and the left rear door for damage.

4. Check whether the left rear door seat belt and buckle, rear door glass lifting switch, rear air conditioning outlet, rear cigarette lighter and mechanism are normal.

5. Check the appearance of the left rear body, left rear wheel and brake pads.

6. Standing on the left rear side of the vehicle, check whether the lower part of the rear bumper of the left rear taillight is damaged.

7. Open the trunk, check whether the three-legged warning sign, first aid kit and taillight are normal, and record the valuables in the car.

8. Check whether the spare tire and random tools are complete.

9. Close the rear cover and check whether the external accessories of the rear cover, rear bumper and rear windshield are damaged.

10. Check the right rear side and the right rear taillight of the vehicle, and check whether the right paint surface and the fuel tank cover are opened and closed normally.

1 1. Check the rear bumper of the right rear wheel, rim, brake pad and right rear fender for damage.

12. Check whether the right rear door seat belt and buckle, rear door glass lifting switch and seat adjustment switch are normal.

13. Check the right front door and back door for trauma.

14. Open the right front door, check the right front seat belt and the right front seat adjustment switch, and check whether the left front rearview mirror and the left front bumper are damaged after closing the door.

15. Squat at the right front wheel, check the right front wheel and brake pads, check the right front fender and right front bumper for damage, and re-check the right body for damage.

16. Check the right front headlight and front bumper for damage.

17. Check the net, hood and star mark at the front of the vehicle.

18. Open the machine cover and check the wiring harness plug and liquid level from left to right.

19. Check the oil level and condition, check the belt (tightness and crack), and check whether the front of the engine leaks oil.

20. Check the bottom plate of the water tank for traces of oil leakage.

2 1. Close the lid.

Verb (abbreviation for verb) lifts the vehicle.

1. Check the front bumper and the bottom plate of the water tank for scratches.

2. Check the right front suspension and top car glue (the thickness of the lower cantilever, the dust cylinder of the shock absorber and the inner side of the brake pad).

3. Whether the engine bottom plate leaks oil or is scratched.

4. Check the left front suspension and top rubber (lower cantilever, dustproof of brake cylinder of shock absorber, thickness of inner side of brake pad).

5. Check whether there is oil leakage at the rear end of the middle and lower part of the engine and the bottom of the gearbox, and check whether there is crack in the rubber cakes at the front and rear of the transmission shaft.

6. There are scratches on the body floor and exhaust pipe.

7. Check whether the right rear suspension rubber sleeve, right rear shock absorber and right rear brake cylinder are normal.

8. Check the rubber cake of the transmission shaft for cracks and the differential for oil leakage.

9. Check the lower part of the rear bumper and the tail of the exhaust pipe for scratches.

1 1. Stand in the right rear car and check the right side again for damage.

Sixth, the rear of the car.

1 Confirm the maintenance cost with the customer.

Confirm the maintenance time with the customer.

3. Check the construction order with the customer.

Please ask the customer to sign and agree to the construction order.

Ask the customer whether to wait in our store or leave, whether to keep the replaced old parts, whether to wash the car, and the payment method for this maintenance.

6. Guide customers to the lounge and introduce the progress management of vehicles.

Seven, comprehensive maintenance.

1 Proactively remind customers of the car maintenance progress (it must be longer than 15 minutes).

2 Check whether the maintenance manual of the construction order is complete and correct.

3 After vehicle maintenance, check the condition of the vehicle after maintenance, whether the vehicle is clean, whether the old parts are kept, and whether the settings in the vehicle are restored to the state at the time of receipt.

If there are extra work items in the waiting process, it is necessary to explain the necessity, time and cost of the extra items to the customer.

Eight, delivery link

1. Actively invite customers to check the maintenance status after maintenance.

2. Proactively explain the operation contents and results of this maintenance to customers.

3. Ask the customer about the demand of the vehicle in normal use.

4. Explain the cost and billing time of this maintenance to the customer in combination with the bill.

5. Explain the time and mileage of the next maintenance to the customer.

6. Make an appointment with the customer to call back.

7. Ask the customer to pay a return visit to get a high score, and explain the unfinished work content of this maintenance and the content and cost of the next maintenance.

8. Accompany customers to the cashier.

9. accompany the customer to pick up the car and send the customer away. Ask the customer to visit the satisfaction survey again.

10. In this process, manufacturers will set up multiple fault points when secretly collecting, so check carefully.