How do 4S store customer service respond to interviews?

1. Hello, Mr./Ms. Ask for a convenient time before contacting, hang up the line)

2. First of all, I would like to express my sincere thanks for purchasing our ×× brand car. Is your car already registered? (This question needs to be checked with the sales customer information before asking. Customers who have not received the certificate or issued an invoice should not ask this question)? Register the license plate number.

3. Reminder: In order to better protect your vehicle, within one to two months, the vehicle should be insured for about 3,000 kilometers. The first insurance is free. Please do it when you enter the station. Take your maintenance manual with you at all times and our service advisors and repair technicians will give your vehicle a comprehensive inspection.

4. Are you very satisfied with the reception service provided by our sales consultant?

5. Do you have any comments or suggestions about our service?

Thank you Thank you for your valuable comments and support for our work. Goodbye! Wait for the customer to hang up before hanging up.

6. If the customer is dissatisfied, you should first apologize on behalf of the company and express your understanding to the customer. First, you must give the customer a feeling of recognition and importance. Then invite customers to come in when they are free to further solve their problems. Record customer complaints, opinions, and suggestions in detail, provide timely feedback to relevant departments, and conduct further customer tracking based on the handling opinions of each department. When answering or making phone calls, be sure not to make uncertain promises to customers, pay attention to the way you speak, and leave room for reversal in the subsequent handling of the matter.

If you want to buy a car, sell the car first!" This is the classic saying of Chen Anzhi, a successful student. When your heart for success is greater than the customer's heart for rejection, you will succeed! Never let anyone go. Customers, when you are desperate to achieve the goal of making money, you will do whatever it takes to get customers. You must learn to ask for business cards from customers by any means, and you must insist on door-to-door sales! Take one or two days every month to go to the customer's unit or At home, it is very important to visit customers on the way. Remember that "self-discipline" is the prerequisite for success. You must have a plan and a goal in life!

First of all, you must agree with the questions raised by the customers, and then use classics to guide the customers. For sales (agreement is to establish a unified communication language, and then it is logical to guide consumption), teamwork is crucial, and teams of two must work together.

Just like cross talk, you say something to me, don't be alone, there is no always the best salesperson, only the eternal sales team!

Customer return visit process

Customer Return visit work process As the most basic work, customer return visit plays a decisive role in the entire information assessment: 1. Through customer return visits, we can accurately grasp the basic situation and maintenance trends of each customer; 2. On the basis of a detailed understanding of the customer, Carry out targeted maintenance and follow-up visits to different customers in different ways; 3. Understand customer needs so as to provide customers with more and better value-added services; 4. Discover their own shortcomings and make timely improvements; 5. Improve Customer satisfaction; Customer return visit work process: Sales return visit process: Inquire about vehicle usage, answer customer questions, conduct a follow-up phone call three days after the sale of the commercial vehicle, record the license plate number, prompt the first insurance work, and request a policy (convenient for renewal, assistance in handling after an accident) record The content of the return visit is forwarded to the information center. Maintenance return visit process: Inquire about the use of the vehicle after repair. Call back five days after the vehicle repair. Content of the return visit: Whether the problems with the vehicle have been solved. Repair quality. Conduct a satisfaction survey on the overall service. Service quality. Complaints, criticisms, suggestions, praises. Price structure. Timely. Customers who have recorded complaints must fill in the customer complaint and return form and implement the problem resolution regulations. The general manager will personally review the completion time limit. Customers will become loyal customers. The second information center will inform the customer of the relevant information and temporary decisions within 3 days if the problem cannot be solved immediately. Can solve problems that cannot be solved. The customer sets the responsible person to complete the time limit and explain the reasons to the customer. Loyal customers call the customer within 2 days after the complaint is resolved to ask if they are satisfied. The customer gives praise and reports as an incentive. Organize the content of return visits every day and carefully consider the suggestions made by customers. , timely adopt customers' criticisms and complaints, return phone calls and return repairs, compile daily return visit forms every month, classify problems, communicate with relevant department heads, analyze return visit rates, formulate detailed measures to solve problems, form reports, satisfaction rate, complaint rate, and now we are developing Create a separate return visit form for each customer so that the information personnel can understand the customer's vehicle usage and past problems and complaints during the next return visit, so that the return visit can be more targeted and the customer's return visit can be carried out The record form and maintenance record form are unified into customer files and stored uniformly. 3. What systems has the company established in various aspects of work? It has established a customer file management system, a customer return visit system, and a complaint resolution process. 4. What problems have we encountered at work and how were they solved? Sometimes our return visits to customers did not go smoothly. Some customers were not very good at it, were impatient, and some were even rude. There were also some customers who were out of curiosity. We don’t know much about the professional knowledge of automobiles, and we have some doubts about the quality of the products, which leads to a lack of understanding of our work. As return visitors, we still have to listen patiently and be the best listeners. When a customer complains, because there is a problem with the vehicle or service, the customer is very emotional. We must understand it. At the same time, we must consider the problem from the customer's perspective and safeguard our legitimate rights and interests. So sometimes when dealing with some problems, customers' lack of understanding will cause some difficulties at work. 5. How to carry out supervision of information work and employee performance appraisal. In the next step, we will develop a quantitative service standard system and adopt a project scoring system. We treat each employee as a 100-point score and accumulate points according to the daily required service specifications; through customer feedback, reward points and criticism points are added and subtracted accordingly; employees with low scores are criticized and assessed. , to reward employees and departments with higher scores. Compare the corresponding scoring standards to obtain quantified service scores, conduct fair and accurate customer service ability assessments for business departments and business personnel, and also play a supporting role in the performance appraisal and evaluation of business personnel, such as customer satisfaction rate , effectiveness of problem solving, praise from customers, share of criticism, etc. The quantified service standard system is a practical and effective supervision and management method.

It allows us to accurately identify our own gaps, make timely improvements, better grasp the market, win over customers, and become an enterprise with the highest customer reputation and satisfaction in the same industry. 6. How to carry out on-site customer surveys? On-site customer interviews mainly involve face-to-face communication with customers. Through in-depth understanding and communication with car owners who come for maintenance, we treat customers as friends and communicate with each other to guide corresponding topics. , listen to and analyze existing problems and phenomena from an objective perspective, and by receiving complaints, complaints, and rationalization suggestions from customers, provide timely feedback and improvement of information to relevant departments, strengthen internal cooperation awareness, and strengthen attention to customers. 7. Application of some skills and experiences in after-sales return visits When conducting return visits with customers, we should pay attention to the following aspects: 1. First of all, we must adjust our emotions. The voice should sound as friendly and natural as possible so that we can quickly gain the trust of customers. Customers will be able to speak candidly with you. 2. Customers generally do not think there are any major problems with their cars, so they should use recommended introductions to provide positive guidance and reminders to let them feel the good performance of the car. 3. Give unprepared customers time so they can remember the details. You should not speak too fast and should not give the customer the impression that you are in a hurry. 4. Be sure to let the customer finish what he wants to say without interrupting him. Keep a brief but clear record of what he said. Don't say words of criticism, but also record the comments and praises of customers. 5. If a customer complains, don't make excuses. Just explain to the customer: You have taken note of his words; if the customer is happy, you have to make sure that someone from your dealer will call him again. After the customer's problem is solved, you must return to the customer as soon as possible. , inform the processing results and show the importance of the problem. 6. The training of return visitors is also very important, and they must understand relevant professional knowledge. 7. Improve the ability to handle emergencies. There will be different customers during return visits every day. Good psychological quality and adaptability are very important.