Responsibilities and Requirements of 4s Store Renewal Commissioner (2)

a brief talk on the renewal work of 4S stores

customers are the foundation for the survival and development of 4s stores, and the effective utilization and deep excavation of customer resources are the key to the sustained, stable and healthy development of the business. Insurance is an important way for customers to maintain, and fully expanding insurance business is conducive to the after-sales business of 4S stores to be more solid and the profits to be more supported.

in the face of an exciting market environment, renewal of insurance has always been a difficult link for complex competitors such as 4S stores, insurance companies and intermediary agents in the same city. Here are some of our measures to share:

1. Set up a sufficient number of renewal commissioners

Due to fierce external competition, it is suggested that no matter how many customers there are in the 4S shop, we should actively, advance and repeatedly follow up the customers in renewal, and this can only be done by arranging a special person to be responsible for renewal.

2. Clarify the principle of renewal business

The principle of flexible profit-making: according to the specific situation of each customer, according to? Don't make profits? Partial profit? Full profit? Full profit+gift? To discuss the steps.

the principle of maximizing premium: all the strategies for renewing insurance are to ensure the maximum premium amount. Rationalization of renewal incentive policy: we should pay attention to the comprehensiveness and flexibility of incentives.

3. Make rational use of the policy support of insurance companies, work closely with insurance companies, and implement multi-faceted customer service policies. 4. Implement the daily management of renewal business

Key points of routine renewal work; N-February, N-month SMS notification, do a good job of full communication and persuasion with customers. Management report of renewal: customer return visit date tracking table. For 4S stores, timely recording the reasons for defeat and providing defeat analysis at the end of the month are conducive to timely communication with insurance companies and rapid response to the market. 5. Pay attention to the basic work of long-term development of renewal customers

Renewal business is a long-term work, is it a? Systems engineering? For the smooth development of the renewal business in the next year, we need to pay attention to the implementation of several important basic work.

(1) new car insurance sales, improve the new car insurance rate. (2) The underwriting files are kept intact. (3) word-of-mouth publicity of our claims service.

(4) Effectively maintain and retain customers, provide customers with the work of car agency and organize customer activities frequently, so as to lay a good foundation for the renewal business.

　? If it is pre-planned, it will be established. . Any work, we need to have a plan and a method, let us work together to improve the service level and improve the satisfaction of Skoda customers. Jincheng Tanghui Wang Ni comments: Renewal of warranty is an important work of after-sales business. This case is expounded from personnel structure, target setting, working principles, specific implementation and other aspects. The basic work is solid, and the implementation measures are implemented. Renewal of warranty will definitely get twice the result with half the effort.

discussion on renewal of warranty in after-sale 4S stores

In recent years, with the rise of new modes such as telephone auto insurance of major insurance companies, it has had a strong impact on the traditional auto insurance business of 4S stores! This paper discusses and analyzes some issues such as the renewal of after-sale 4S shops:

A. The current renewal status of some 4S shops: 1. The general managers of some 4S shops don't pay much attention to renewal;

2. I don't know how to renew the insurance effectively (overwhelming electricity sales and advertising, and irregular changes in insurance underwriting conditions); 3. There is no division of labor for in-store renewal? All soldiers? ;

4. there is no full-time renewal Commissioner (assigned to the customer service department as a co-manager) and the relevant assessment is soft; (a) Due to fierce external competition,

therefore, no matter whether there are many loyal customers in the 4S store, it is necessary to actively, in advance and repeatedly follow up the renewal; Only by arranging a special person to renew the insurance can this be done; B. Because it is easy to fly an internal order, only by arranging a special person to renew the warranty can we effectively coordinate the renewal resources of 4S stores and avoid renewing the customer resources? Internal drain? . )

5. The renewal performance is stagnant, and the renewal rate is low (with the increase of vehicle age, customers' maintenance conditions for vehicles are reduced, which is convenient for repair shops to increase competition; Look for

friends to buy&; Enterprises and institutions buy in groups)

6. The vicious competition of handling fees and premiums among 4S stores in the region has not improved the business quality. B. Why should we pay attention to the continuous warranty work? Where does the benefit of 4S

stores come from?

what is the most important profit for 4S stores? Customer resources for the maintenance of new car premium insurance for 4S stores come from customers, so customer resources are the most important to us. We should manage and manage our base customers and make as many effective customers as possible, which is the guarantee of profits. How to manage and manage customers in 4S shop?

We put insurance in the middle position because insurance plays a key role in the process of managing customers in 4S shops. 4S shop car dealers can get the direct benefits of this car through new cars and high-quality goods, but without insurance, customers are like a kite without wires, or like an orphan without a home, and it is very arbitrary to go back to 4S shop car dealers for insurance. However, if customers buy insurance at 4S shop car dealers, the customer's return rate will be greatly improved and their loyalty will also be improved due to objective reasons such as agency compensation.

if you don't renew your insurance, you will give up valuable customer resources!

Example:

Pay attention to insurance as follows:

The annual new car insurance premium renewal premium renewal total premium insurance rate is 9% 8%1 years, 11 years, 12.43 million, 15 million, 15 million, 8.94 million, 17.95 million, 11.18 million, 22.44 million, 31.45 million, and the insurance company pays the maintenance money (calculated according to the proportion of car damage compensation). And the handling fee is 447+134 = 581897+269 = 11661258+377 = 1635

Not paying attention to insurance is like this:

The annual new car insurance premium is renewed, and the total premium insurance company pays for maintenance (calculated according to the car insurance rate of 6%, the loss compensation rate of 3% and the loss compensation rate of 4%). And handling fee: 1 years, 12.43 million, 7.45 million, 298+89=311, 12 years, 15 million, 15 million, 2.23 million, 3.37 million, 11.23 million, 12.37 million, 449+135 = 584,495+148 = 6,434 S shop. What benefits can be realized from operating insurance:

Direct benefits: agency fees for new insurance and renewal insurance (.

Indirect benefits: claim maintenance, maintenance driven by accident car returning to the factory and general maintenance, increase the bargaining chip for cooperation with insurance companies, and win a better claim policy (accident car maintenance profit: in-store insurance can guarantee the amount of returned maintenance and a better fixed loss price is calculated according to 4% of the car damage compensation ratio, and every 5, yuan of insurance policy will bring 2, yuan of maintenance quota to the store);

long-term benefits: cultivating lifelong customers, Ultimately drive all businesses including new car sales

The significance of renewal of insurance for 4S shop car dealers:

2. Improve service efficiency 3. Accumulate customer resources 4. Improve customer satisfaction

1. Achieve business goals

C. How to choose cooperation with insurance companies (the premise of establishing strategic partnership with large insurance companies). : 1. Is the information management and repair resources for the customers of the 4S shop transparent? 2. Is there a preferential claim service policy? 3. Timely and accurate guarantee for returning to the factory for repair? 4. Standardization of the limitation of damage determination and operation process? 5. Timely payment of compensation? 6. Is there a specialist to assist and communicate? D. How to renew the insurance?

1. Set the renewal target of quality customers

Our goal: the renewal rate of quality customers is 8%

4S shop car dealers who usually pay attention to renewal will take the new car of the previous year plus the annual renewal as the denominator for calculating the renewal rate of the current year, for example, a car dealer who has been in business for three years. If such statistics are made, the customer resources for the new car that has not been renewed in the first and second years will be automatically abandoned, so it is necessary to effectively decompose the base customers and pass. Therefore, we propose that the renewal rate of 8% means that the renewal rate of effective base customers reaches 8%, which is definitely higher than the existing 8%.

2. Formulate incentive and profit-making system for renewal business. Profit-making principle for renewal business:

Profit-making flexibility principle: according to the specific situation of each customer, according to? Don't make profits? Partial profit? Profit in full

? Full profit+plus gifts? To discuss the steps; Incentive system for renewal business:

It is more difficult to renew insurance than to renew insurance, so a reasonable incentive is essential. 3. Performance scheme of renewal salary:

Composition of salary income of renewal Commissioner: total salary income = basic salary+bonus

Scheme 1: Total paid-in premium is withdrawn according to the paid-in premium of the team? 5, yuan, .9% up to 5, yuan <; Paid-in premium? 6, yuan, 1.1% higher than 6, yuan <; Paid-in premium? 75, yuan, with 1.4% paid-in premium > 75, yuan, 1.7% of the new car single 5 yuan/single. Personal commission:

The renewal team leader will score 1-9 points, and the renewal specialist will score 8-6 points. The first two months will not be counted as commission, and the team leader will give a score according to their ability if they exceed one month.

III. Description

1. All members of the non-renewal group will cancel the renewal task, and the personnel of the non-renewal group can ask the customer to follow up the renewal in advance and make an independent transaction to reward 5 yuan. (The premise is that 2. other departments in the bonus include: products sold by all employees

3. renewal assistant means that those who have no relevant experience in the past need on-the-job training can be transferred to renewal specialist in advance according to their own business ability, and get a commission according to the bonus scheme of renewal specialist.

4. The paid-in amount of the insurance policy clinched by the salesman is not included in the performance of the renewal group, and the renewal group will make a commission according to the new car list. 5. The service manager can adjust the personal coefficient according to the attendance status and work attitude of his staff.

scheme 2: bonus for renewal group = {(paid-in amount for renewal? Achievement coefficient)+(new car list? 5 yuan)}? Overall customer satisfaction failed to meet the target of .7% for senior renewal staff 1-8 to meet the target of .9% for senior renewal staff 7-5 to meet the challenge target of 1.1% for ordinary renewal staff 4-1

4. Pay attention to the basic work of long-term development of renewal. New car insurance sales

Improve the new car insurance rate, which is conducive to the development of renewal business in the next year.

Vigorously publicize insurance services when selling new car insurance. It is conducive to the renewal of insurance coverage in the next year

underwriting files

The new car insurance files and renewal files of this year are sound, so that the 4S shop dealers can master comprehensive customer information and insurance information, which is conducive to the renewal of insurance coverage in the next year.

Service reputation

Enhance the reputation of our claims service, enhance customers' trust in the service of 4S shop dealers, and facilitate the renewal of insurance coverage in the next year.

Customer maintenance

Customer service department is often organized.

a. customers who buy cars in our store

b. other cars of our customers C. customers of this model in other stores D. customers of other models whose insurance has been repaired E. customers of other models

6. grading and tracking of renewal customers

customers are classified by grades, and the combination of grading and tracking is adopted. Customers who visit the store more often have a high achievement rate, and renewal specialists who visit the store less often join with the front desk car pick-up staff to follow up. Customers who have never been to the store focus on follow-up, and different types of customers adopt different profit-making methods. The most difficult type of customers even report to the after-sales manager for appropriate subsidies after the profit-making is completed, so as to be the customers again.

7. How to renew the warranty sales? Unfamiliar telephone call: Get twice the result with half the effort

Get twice the result with half the effort (Because of face-to-face contact with customers, the car pick-up consultant has more topics to talk about and is familiar with

, so it will be more convenient and easy to talk about renewal with customers by the way, and the achievement rate is much higher. It is suggested that the renewal tasks should be rationally distributed and the grading incentive system should be properly formulated. And you should be trained and proficient in the basic knowledge of insurance and claims.)

8. Follow-up time of renewal

Follow-up schedule of renewal

Task assignment should be carried out three months before the expiration date of insurance. N-3 days of follow-up should be at least 3 days (including 3 days) after the expiration date of insurance. First follow-up must be carried out for N-2 days, and at least 2 days after the expiration date of insurance. The second follow-up must be carried out for N-15 days, and the follow-up for N-7 days should be no less than the insurance at the latest and no less than the insurance expiration date for 7 days, and the expiration date for 15 days (including days (including 7 days) must be carried out on the 15th day). Follow-up for the third time should be carried out. Responsible for the timely follow-up of the assigned task customers and the detailed recording of the monthly basic task assignment record (subject to the system). Remarks: Penalties, such as: fine for each overdue N-3; fine for each overdue N-2 in 1 yuan; fine for each overdue N-15 in 3 yuan; fine for each overdue N-7 in 5 yuan; fine for each overdue n-7; 1 yuan

1. Tips by SMS (in the policy). Green channel? Service, free of claims troubles. Please call the insurance specialist of XXX Store XX:XXX)

2. Telemarketing: The renewal specialist will conduct the first telemarketing about 3 days before the expiration of the customer's policy at the latest

3. In-store introduction: If the sales consultants and claim adjusters find that the policy is about to expire in the customer service work, they should immediately introduce the renewal specialist to the customer, so that the renewal specialist can seize the opportunity of in-store interview to discuss the renewal. 9. Talk about renewal

Excuse me, is Mr./Ms. XXX there? Or are you the owner of * *? Customer: I am. And you are? ② self-introduction:

renewal Commissioner: I'm sorry to bother you. I'm Xiao * * from XX store. Is it convenient for you to answer the phone now? Customer: It's convenient. (it is inconvenient to make an appointment for the next phone call)

③ Relationship establishment: Renewal Commissioner: (Check the maintenance records of customers coming to the store before the phone call) According to our store system, you came to the store on * **

to maintain/repair the bumper (explain according to the actual situation of customers coming to the store, so as to shorten the distance and facilitate the next work), so how is the use of the car now?

④ get to the point:

customer: a is ok /b has a problem. Customer service specialist:

a, thank you! Mr. * */owner, the main reason for calling you this time is to remind you that the insurance for your car is about to expire.

In order to ensure that you have no worries about driving, please come to the store to renew your insurance in time. We have professionals to design the insurance plan for you on site and keep the corresponding preferential policies for this month. When do you think it is convenient for you to come to the store to renew your insurance?

B. (What questions are asked and recorded) Did anyone follow up the questions you reflected for you last time? If not, I will

reflect this problem to the person in charge of the relevant department to improve the work, and thank you very much for your comments and suggestions. The main reason for calling you this time is to remind you warmly that the insurance of your car is about to expire. To ensure your worry-free driving, please come to the store in time to renew the insurance. We have professionals to design the insurance plan for you on site and renew the insurance for customers this month.