Routine car maintenance appointment tips

1. Passive reservation:

SA: Answer the phone within three rings) Hello! Dongfeng Nissan ×× franchise store, I am reservation specialist ×××, is there anything I can help you with? Introduce yourself

Customer: My car is almost due for maintenance and I want to do it!

SA: No problem, glad to help you. What's your surname? Confirm customer information

Customer: My surname is Li.

SA: When will it be convenient for Mr. Li to come over recently? Ask the customer for a convenient time

Customer: Just this Sunday morning.

C1:

SA: OK, can I arrange it for you until 10 a.m.? Proactively arrange an available appointment time

Customer: Yes.

C2:

SA: I'm very sorry, Mr. Li. I checked the appointment schedule for Sunday. The morning appointment is already full, and there are still free appointments from 2 to 4 pm. In the meantime, you get to choose the time? Negotiate the appointment time with the customer

Customer: Well... let’s make it at 3 o’clock.

SA: OK, to facilitate our preparations, please Mr. Li tell me your car model, license plate number, and mileage! Confirm customer information

Customer: Sylphy, Guangdong A12345, currently close to 40,000 kilometers.

SA: According to your maintenance records, you should do 40,000 kilometers of maintenance this time. The cost is about ×× yuan, and the items are ××, etc. Confirm maintenance fees and items

Does Mr. Li need to designate a service representative? Confirm customer needs

Customer: Just the one who received me last time. The service is very good.

SA: OK, I will arrange it. Does Mr. Li need to designate a technician? Confirm customer needs

Customer: Master ×××, good technology.

SA: Okay, got it. The item you are making an appointment for this time is Sylphy 40,000-mile maintenance. Come to the store at 3pm on Sunday and appoint service representative ××× and technician ×××. Is there anything else that can help you? Confirm customer needs

Customer: None.

SA: Is your mobile phone number 12812345678? , we will remind you of your appointment in time! Confirm customer information

Customer: OK.

SA: You can easily enjoy our high-quality and fast service by coming to the maintenance entrance of our store 15 minutes before or after the appointment time, that is, between 2:45 and 3:15 on Sunday afternoon. And XX discounts. At the same time, we will call you one day and one hour in advance to remind you of your appointment. If you have any changes, please also call us to inform us. Preach the conditions and benefits of making an appointment successfully

Customer: OK!

SA: Mr. Li, thank you very much for your appointment! goodbye! (Wait for the customer to hang up first) Telephone Etiquette

Customer: Goodbye!

2. Take the initiative to make an appointment (when reminding you of regular maintenance):

SA: Hello, is this the owner of Guangdong A12345, Mr. Li? (Waiting for customer confirmation) Confirm customer information. I am ×××, the service representative of Dongfeng Nissan ×× franchise store. I would like to introduce myself. Is it convenient for you to answer the phone now? Confirm whether it is convenient for the customer

Customer: It’s okay, you decide.

SA: According to our system prompts, your Sylphy car with license plate number Guangdong A12345 needs to undergo 40,000-kilometer maintenance next Tuesday, July 26. Do you need help registering an appointment? In this way, you can go directly to the factory for quick insurance for two people without waiting, thus saving your precious time and enjoying our ×× discount! Confirm customer needs

C1:

Customer: No, I will come by myself when the time comes.

SA: It may not be convenient for you to confirm the return time now. When do you want me to call you to make an appointment for the return time? Confirm the next reminder time

Customer: No, let’s talk about it in a few days.

SA: Then I will contact you again next Monday, July 25th. Is it convenient for you? Take the initiative to determine the reminder time with the customer

(1) Customer: Got it!

SA: Sorry to bother you, I wish you a pleasant ride. Goodbye! (Wait for the customer to hang up first) If the customer does not explicitly refuse, the customer will be reminded again as agreed on July 25, and the result will be recorded in the DMS system

(2) Customer: No need to call, I I will arrange it myself.

SA: Yeah! You can come directly, but of course you are welcome to call our store in advance to make an appointment before coming! Our appointment hotline is ××××! If the customer explicitly refuses, there will be no reminder and the result will be recorded in the DMS system

C2:

Customer: OK.

SA: Currently there are free appointments available next Tuesday from 8:00 am to 10:00 am and from 4:00 pm to 6:00 pm. Is it convenient for you to come by then? (First ask the customer when the workshop is relatively free)

Customer: I am only free on weekends.

SA: Then I will arrange it for you until 4pm next Sunday. Do you think that’s okay?

Customer: Okay, just at this time!

SA: Your car should be maintained for 40,000 kilometers this time. The cost is about ×× yuan, and the items are ××, etc. Does Mr. Li need to designate a service representative?

Customer: Just the one who received me last time. The service was pretty good.

SA: OK, I will arrange it. Does Mr. Li need to designate a technician?

Customer: Master ×××, his skills are good.

SA: Okay, got it. The item you are making an appointment for this time is Sylphy 40,000 km maintenance. Come to the store at 4pm on Sunday and appoint service representative ××× and technician ×××. Is there anything else that can help you? Customer: No more.

SA: You can easily enjoy our high-quality and fast service by coming to the maintenance entrance of our store 15 minutes before or after the appointment time, that is, between 2:45 and 3:15 on Sunday afternoon. And XX discounts. At the same time, we will call you one day and one hour in advance to remind you of your appointment. If you have any changes, please also call us to inform us.

Customer: OK!

SA: Mr. Li, thank you very much for accepting this appointment! I wish you a happy car and see you soon! (Wait for the customer to hang up first)

Customer: Goodbye!

2. Appointment reception techniques

SA: Hello, Mr. Li! Thank you very much for coming to the store on time! I am service representative ×××, I am happy to serve you! (Reception in a timely manner to avoid making customers wait) Say the customer’s name and introduce yourself

Customer: Hello!

SA: You are a reservation customer and enjoy our priority service. Please move your car to the reservation channel. Emphasize the benefits of making an appointment

Customer: OK!

SA: In order to record the condition of your car when it came to the store, I will now register your car and perform a visual inspection!

Customer: ×××.

SA: Your scheduled maintenance item this time is ×××, and the cost is approximately ×××. Because you are a customer who makes an appointment and comes to the store on time, you will also enjoy our ×× discount. Is there anything else you need help with? Confirm reservation discount items

Customer: There is nothing else.

SA: Your preparations for this maintenance operation have been completed, including preparation of work stations and spare parts. Your designated technician has also been arranged. If there are no other questions, please sign the pick-up order. confirm.

Customer: No more questions.

Transfer to normal reception process

3. Appointment promotion techniques

1. Appointment promotion (while customers are waiting):

SA (Instructor): Hello, I'm sorry. There are more vehicles entering the factory now. Please wait for a moment. We will arrange a service representative to serve you immediately. Say hello and apologize immediately

Customer: Yes.

SA (tutor): Before you come to the store next time, you can call our appointment hotline (submit the appointment leaflet). If you make an appointment 2 days in advance, we will reserve a workspace and service for you. Make a reservation and go directly to the factory for repairs without waiting. Promote the benefits of making an appointment without waiting

2. Appointment promotion (when handing over the car):

SA: Thank you for coming. Your next maintenance time is on X month X day. or 5,000 kilometers, whichever comes first. We will remind you to return to the factory for maintenance about a week in advance. You can also call our appointment hotline. If you make an appointment 2 days in advance, we will reserve a workstation and appointment channel for you, and you can go directly to the factory for repairs without waiting. At the same time, you can also enjoy our double express insurance, saving you half of your time.

3. Appointment presentation (at 3DC):

SA: Thank you for accepting our return visit. Your next maintenance time is on X month, X day, or 5,000 kilometers. First, Up to the limit. We will remind you to return to the factory for maintenance about a week in advance. You can also call our appointment hotline. If you make an appointment 2 days in advance, we will reserve a workstation and appointment channel for you, and you can go directly to the factory for repairs without waiting. At the same time, you can also enjoy our double express insurance, saving you half of your time.

IV. Frequently asked questions and sales pitches from customers

1. Why do vehicles need regular maintenance?

Car maintenance refers to maintaining and restoring the technical performance of the car , ensuring the car has good usability and reliability. Timely and correct maintenance will extend the service life of the car, improve safety performance, save money and eliminate a lot of troubles in repairing the car. Timely and correct car maintenance is an important part of extending the service life of the car and ensuring driving safety.

What we usually call car maintenance is mainly work carried out to maintain the good technical condition of the car and extend the service life of the car. In fact, its content is broader, including car beauty care and other knowledge. In summary, it mainly has the following three aspects:

1. Car body maintenance. Car body maintenance is also commonly called car beauty. The main purpose is to remove all kinds of oxidation and corrosion on the outside and inside the car body, and then protect it to highlight the "beauty" of the car as much as possible. It mainly includes: car paint maintenance, seat cushion and carpet maintenance, bumper and skirt maintenance, instrument panel maintenance, electroplating processing maintenance, leather and plastic maintenance, tire and wheel hub warranty, windshield maintenance, chassis maintenance, engine appearance maintenance, etc.

2. Car maintenance. Car body maintenance is to keep the car young forever, while interior maintenance is to allow the car to travel hundreds of thousands of kilometers without major repairs, ensuring that the car is in the best technical condition. It mainly includes: lubrication system, fuel system, cooling system, braking system, carburetor (injector) maintenance, etc.

3. Car body renovation. Such as diagnosis and treatment of deep scratches, multi-material bumper repair, wheel hub (cover) flaw repair, leather and chemical fiber material refurbishment, engine color refurbishment, etc. Car maintenance is divided into two categories: regular maintenance and non-scheduled maintenance. Regular maintenance includes: daily maintenance, first-level maintenance, and second-level maintenance; non-scheduled maintenance includes: running-in period maintenance and seasonal maintenance. The main tasks of car maintenance are nothing more than cleaning, inspection, tightening, adjustment and lubrication. However, with the development of science and technology and the automobile industry, various advanced technologies, mainly computers, are widely used in automobiles, making future automobiles gradually more intelligent, so the content of automobile maintenance has been given new connotations.

Car maintenance is a relatively complex and technical task that needs to be carried out by a professional car repair company.

Car maintenance precautions. When it comes to why cars need to be maintained, we have to start with the difference and relationship between car maintenance and repair.

1. The difference between maintenance and repair

(1) The operating technical measures are different. Maintenance is mainly planned and preventive, and usually requires mandatory implementation. Repairs are planned and performed as needed.

(2) The working time is different. Maintenance is usually done before a vehicle breaks down. Repairs are usually performed after a vehicle breaks down.

(3) The purpose of the homework is different.

Maintenance usually reduces the wear rate of parts, prevents failures, and extends the service life of the car; while repairs usually repair parts and assemblies that have failed or lost their working capabilities, restore the car's good technical condition and working ability, and extend its service life.

2. The relationship between maintenance and repair

Car maintenance and car repair are closely related. There is maintenance within repair, and there is repair within maintenance. During the vehicle maintenance process, you may find signs that a certain part or component will malfunction or be damaged, so you can take advantage of the maintenance opportunity to repair it. During the repair process, it is natural to maintain some undamaged parts.

Therefore, the relationship between car maintenance and car repair is dialectical. In daily activities, we must handle the relationship between the two well, insist on focusing on maintenance, and overcome the bad tendencies of "repairing repairs over maintenance" and "repairing maintenance". This is what "three points of cultivation and seven points of nourishment" mean.

Based on the current situation in the automobile maintenance industry, the automobile maintenance system is scientifically divided into six parts, and special maintenance can be carried out for the following six systems.

1. In-depth maintenance of the lubrication system

The main function of the lubrication system is to effectively lubricate various components of the automobile engine to prevent excessive wear. Under normal circumstances, a car needs cleaning and maintenance every 5,000km to 10,000km. It also needs cleaning and maintenance when the engine noise is too loud, the acceleration is weak, or the water temperature is too high. Clean the sludge and other deposits inside the engine to avoid the oxidation and thickening of the oil at high temperatures, reduce the wear of engine parts, extend the life of the engine, and improve the engine power.

2. Cleaning and maintenance of the fuel system (i.e. cleaning nozzles and valve carbon deposits)

Under normal circumstances, the car needs to be cleaned and maintained once every 10,000km-15,000km, or when you Clean and maintain the engine once if it is found that the engine is throbbing, lags, has poor acceleration, emits black smoke, is weak, and consumes fuel. Remove the colloid and carbon deposits inside the system to prevent harmful corrosion, avoid and stop leakage of seals and water tanks, and completely replace the old coolant.

3. Cleaning and maintenance of the cooling system

Under normal circumstances, the car should be cleaned and maintained once during the change of seasons from winter to summer, and every 6 to 8 months during normal driving. Or if the water temperature is too high, water leaks, or the pot is opened, clean and maintain it. Remove traces and scale that cause the engine to overheat, prevent harmful corrosion from occurring, avoid and stop leakage of seals and water tanks, and completely replace the old coolant.

IV. Cleaning and maintenance of the gearbox (automatic gearbox)

Under normal circumstances, the car should be cleaned and maintained every 20,000km-25,000km, or if the gearbox slips or the water temperature deviates. Clean and maintain once when high, slow shifting, or system leakage. Remove harmful sludge and paint film deposits, restore the elasticity of seals and O-rings, make gearbox shifts smooth, improve power output, and completely replace old automatic transmission oil.

5. Cleaning and maintenance of the power steering system

The car needs to be cleaned and maintained every 40,000km to 45,000km. If the steering is difficult and the system leaks, the power steering gear parts must be replaced. Clean and maintain once. Remove harmful sludge and paint film from the system, remove steering difficulties at low temperatures, stop and prevent the leakage of power steering fluid, remove steering noise, and completely replace the old brake steering fluid.

6. Cleaning and maintenance of the brake system

Clean and maintain the car every 40,000km, or if the ABS reacts prematurely or too slowly. Remove harmful sludge paint film from the system, eliminate the risk of working failure at ultra-high temperatures or ultra-low temperatures, effectively prevent the brake fluid from deteriorating and expired, and completely replace the old brake fluid.