What are the reception processes and speech skills of 4s shops?

First, breaking the ice in the early stage

1, standardized greeting

Shout loudly: hello! Excuse me, is this Mr x? I'm a telemarketer in XXX, XXXX brand XX store. You can call me Pan Pan. Take an easy-to-remember name and emphasize your name many times on the phone so that customers can remember it.

Step 2 tell the purpose of the call

Salesman: I saw you paying attention to our XX brand XX model in Yi Bei this morning. I'll get back to you as soon as I see the message. First of all, thank you very much for your trust in our XX brand. You have a good eye!

This is XXXXXXXX (highlighting the core selling point in one sentence). This model you see is the best seller in our store. What exactly do you want to know?

3. Answer the customer's phone

Telesalesman: Hello, I'm the telemarketer of XXX, XX brand XX store. You can call me Pan Pan. May I know your name?

Guest: Your last name is Wu.

Telesalesman: Angkor/Mr./Teacher (according to local customs), hello, what can I do for you?

Customer: I want to ask XXX.

Shop assistant: You have a good eye. You are the eighth customer who asked about this car this morning/afternoon. This car is XXXXXXXX (highlighting the core selling point in one sentence), praising customers and emphasizing product features.

4. Demand mining

Have you ever known or tested this car before?

Do you choose this car for your own use or for work?

What do you pay more attention to in terms of vehicle appearance, interior, handling and safety?

Pay attention to the appropriate reply and explanation according to the questions raised by customers, but not too much overall. It is important to invite them to the store.

Step 5 invite to the store

Telesalesman: It's a big deal for Mr. X to buy a car. You can come to our exhibition hall in person. Let me give you a detailed introduction. Do you rest on weekdays or weekends?

Customer: I usually rest on weekends.

Telesalesman: There are several people watching cars in our exhibition hall at the weekend. In order to receive you better, I will give priority to your time.

Do you think today is Saturday or Sunday? Morning or afternoon?

Guest: Saturday afternoon.

Shop assistant: ok, I'll call you again on Saturday morning to remind you.

Pave the way for the next invitation.

Guest: OK.

Mr. X, you are not sure when you will come to the store this weekend, are you?

Shall I call you on Friday afternoon to confirm?

I can arrange time to receive you first!

Guest: OK, let's make it Friday.

If the customer still refuses to come to the store, or calls to ask if there is any discount, how to answer?

Salesman: Brother X, it seems that you have really paid attention to this car for a long time. Then you must come to the store. Why?

Buying a car now is not just a car problem, just like buying a house needs decoration. Loan replacement, fine decoration and after-sales service are all things you should consider. Although there are no concessions in the whole country, we can win many concessions for you in these value-added services.

You can also test drive with your wife and family. After all, buying a car is a big deal, and the opinions of family members are also very important. Do you think today is Saturday or Sunday? Morning or afternoon?

6. Invite for a test drive

Telesalesman: Hello, Angkor, I'm the telemarketer of XXXX brand XX store. You can call me Pan Pan.

I see that you have been paying attention to XXX recently, and it happens that our store has a test drive at the weekend. I would like to invite you to have a test drive. I will arrange a senior test drive engineer certified by our factory to serve you, test drive at the store and give gifts. As the activity ends this Sunday, which day are you free on Saturday or Sunday?

7. Add WeChat/Send SMS

Thank you very much for your concern and trust in XXX brand. Do you think it is convenient for me to add you to WeChat? I will send it to your mobile phone in the form of WeChat/SMS later. If you have any questions about the vehicle, please contact Pan Pan, and Pan Pan will be happy to serve you.