Send and receive short messages

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

Communication etiquette is very important in the booking process. For example, telephone reservation, the service consultant takes the initiative to make an appointment by telephone, first of all, to confirm the name of the other party and whether it is convenient to answer the phone, and then to report it himself 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, not bother him.

Pay attention to etiquette when making a passive appointment: 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 specialty 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 are short of after-sales service consultants. During the morning rush hour 10, customers easily get together, resulting in no one picking up the car when customers arrive. Reasonable staffing and appointment diversion are good measures. The ideal way is to give the advance order to the security master 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 excellent way is to set up a guidance desk to ensure that the posts are not empty. After-sales customers received attention and reception as soon as they came, which improved the satisfaction when they first contacted.

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 of automobile periphery is that some service consultants are inspecting by themselves, and they don't invite customers to participate, or even if they participate, they are expressionless. If the communication process lacks eye contact, they will 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 return to the office work list, he will remind you to be careful of the slippery road that has just rained; After the rounds, he guided me to sit in front of the maintenance reception desk. He moved out of the seat first and let me sit first. After sitting down, he poured me a glass of water before taking a seat. 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 and the staff to the customer, 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 generous. 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, 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 next to the customer's car, and watch the customer leave the store.