What should Dongfeng Nissan check when picking up a car in a 4S shop?

① Vehicles ready for delivery;

② Check and verify the delivery of vehicles;

③ Inform (agree) the customer to pick up the car;

(4) vehicle handover;

⑤ Document handover;

⑥ Service handover;

⑦ Take a group photo;

8 send away the customer.

Matters needing attention in delivery

(1) Determine a feasible and convenient delivery date and time for customers.

(2) Ask the customer whether there is enough time for delivery.

(3) Ensure that the vehicle has passed the "PDI" inspection and can be delivered as scheduled.

(4) If there are any factors that delay the scheduled delivery date and time, you should immediately contact the customer to apologize, explain the reasons for the delay and re-determine the delivery time.

(5) All written documents should be prepared in advance to make the delivery process smoother.

(6) The vehicle shall be inspected after arrival to ensure that the vehicle is equipped according to the order and in good condition.

(7) Confirm the delivery date and time with the customer one day before delivery to confirm whether the time is feasible for the customer and remind the customer at the same time.

(8) Ensure that the service manager is present when the car is delivered, so as to increase customers' trust in after-sales service.

(9) The delivery area in the store must be bright, clean and fresh, with tables and chairs, drinks and snacks. It should also be provided so that the sales staff can hand over all kinds of vehicle information to customers in a cautious, relaxed and pleasant atmosphere.

Prepare documents before delivery

Before handing over the vehicle, carefully and comprehensively check the documents related to the vehicle, and put them into the file bag to hand over to the customer after confirming that they are correct. These documents include: commercial documents (invoices, contracts, etc. ); Temporary driving license; Instruction manual, warranty manual, product certificate, etc. ; Tax payment certificate, insurance certificate, etc. ; Business card (salesperson, service manager/service representative); Delivery confirmation form, "PDI" list, etc.

Key points of vehicle condition inspection

(1) vehicle cleaning. Including cleaning the car body and the inside and outside of the car, and then checking the inside and outside of the car, so that it is easier to find problems. But pay attention to avoid scratching the paint when washing the car. Try to shorten the time for customers to wait for delivery. In case of special circumstances, necessary explanations should be made. Sales consultants guide customers to the customer lounge and provide them with enough entertainment items, such as newspapers, magazines, mahjong, chess, Fei Biao, TV videos and music appreciation.

(2) Check the details of the vehicle. Look for scratches, peeling, dents, rust spots and decorative strips on the paint surface; Whether there are scratches on the internal and external surfaces or whether the size and uniformity of gaps meet the requirements; Whether the wiring harness in the car is fastened and hung firmly; Whether there are unclean spots on the car window, hood and trunk; Whether there are no labels or articles left in the trade that will stab people.

(3) The handling personnel shall sort out the "PDI" list every month and file it in the order of the new car summary table for inspection.

(4) Inform the relevant staff of the franchise store about the delivery in advance, and make all the preparations before delivery. The sales consultant will move the car to the delivery area, confirm that all the inspections of the car are correct, sign for confirmation, and wait for the customer to deliver the car.

(5) Confirm with the customer whether to tear off the protective film before delivery.

(6) Assemble the agreed spare parts before delivery. The installation and selection of accessories must be carried out in accordance with operating standards.

after service

Sales personnel should explain the contents and usage of the "User Manual and Warranty Manual" in detail.

Explain the project. Including but not limited to the following contents: ① Description of each part of the vehicle and demonstration of basic projects; ② Description of 800 toll-free telephone or other service lines and 24-hour help service; ③ Emergency treatment; (4) regular maintenance project list; ⑤ List of brand national service outlets provided to customers at the time of delivery and description of service commitment; ⑥ According to different models, explain different free maintenance contents when driving 1000 km or 5000 km (or as specified by the company).

With regard to the description of service guarantee content, the salesperson should specify the following items: ① warranty time and warranty mileage (as long as one of them appears, it means the warranty period has expired); (2) Warranty items and non-warranty items (such as wearing parts and maintenance materials, etc.). ); ③ Determine the date of the first maintenance and record it in the customer management card; ④ Introduce the service station and maintenance personnel in detail; ⑤ Description of business hours and places; ⑥ Description and operation flow of service entering the factory; ⑦ Introduce the service manager and service representative in person, and submit business cards; The service business manager introduces the customer service representative who serves customers every day, and explains that any problem that cannot be solved can be solved by the service manager.

Vehicle operation

Submit the car to the customer in the designated delivery area to demonstrate the operation of various functions, such as seat and steering wheel adjustment; How to turn the key and start the engine when the steering wheel is locked; Adjustment of rearview mirror and operation of power window; Use a child safety lock; How to turn on the air conditioner and defogging device; The use of car audio (including channel setting), hands-on operation for customers to see; Introduction to the use of lights, instruments and electronic clocks; Function introduction of special equipment (such as cruise control function, GPS function, etc.). ); Any other matters that the customer may not be familiar with.

Vehicle inspection/approval

Ask customers to check the condition of the car together. The inspection is divided into the following aspects:

(1) interior part. Including whether the seats and carpets are clean and tidy.

(2) The exterior of the vehicle. Including whether the appearance of the vehicle is neat, whether the lights, bumpers, door handles, etc. are in good condition. Whether it is damaged or not, and whether there are scratches on the paint surface.

(3) attachment. Whether the accessories of the original car, the items promised by the sales staff and the configuration required by the customers are complete. In particular, it is necessary to confirm to customers that some accessories that need to be purchased by themselves should be equipped with the vehicle, such as jack, tool kit, tripod (fault warning frame) and so on.