Speech on car daily maintenance appointment

Sa: Hello! Dongfeng Nissan ×× franchise store, this is the appointment specialist. Can I help you? self-introduction

Customer: My car is coming to the maintenance period. I want to have a maintenance!

Sa: No problem. I'm glad to help you. Could you please tell me your surname? Confirm customer information

Guest: My last name is Li.

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

Guest: This Sunday morning.

C 1:

Sa: OK, can I arrange it for you until morning 10? Take the initiative to arrange a free appointment.

Guest: Yes.

C2:

Sa: I'm very sorry, Mr. Li. I'd like to make an appointment for Sunday. The appointments in the morning are fully booked, and there is still time from 2 pm to 4 pm. In the meantime, you can choose the time? Negotiate the appointment time with the customer

Guest: hmm ... let's make it 3 o'clock.

Sa: OK, please tell me your model, license plate number and mileage for our convenience! Confirm customer information

Customer: Xuanyi, Guangdong A 12345, 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 project is ××. Confirm maintenance costs and projects

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

Customer: The one who received me last time. The service is quite good.

Sa: OK, I'll arrange it. Does Mr. Li need to appoint a technician? Confirm customer needs

Client: Master XX, with good skills.

Sa: OK, I see. The project you ordered this time is the maintenance of Xuanyi 40 thousand kilometers. Come to the store at 3 pm on Sunday and make an appointment with a service representative and a technician. Is there anything else I can do for you? Confirm customer needs

Guest: No more.

Sa: Is your mobile phone number 128 12345678? We will remind you of your reservation in time! Confirm customer information

Guest: OK.

SA: You can come to the maintenance entrance of our franchise store before and after the appointment time 15 minutes, that is, between 2:45 pm and 3: 15 pm on Sunday, and enjoy our high-quality and fast service and preferential treatment easily. At the same time, we will call you one hour a day in advance to remind you of your appointment. Please call us if you have any changes. Publicize the conditions and benefits of successful appointment.

Guest: OK!

Shop assistant: Thank you very much for your appointment, Mr. Li! Goodbye! (Wait for the customer to hang up first) Telephone etiquette

Guest: Goodbye!

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

Sa: Hello, is this Mr. Li, the owner of Guangdong A 12345? (Waiting for customer confirmation) Confirm customer information. I am the service representative of Dongfeng Nissan XX franchise store. I want to introduce myself. Is it convenient for you to answer the phone now? Confirm whether the customer is convenient.

Customer: Nothing, you tell me.

SA: According to our system prompt, next Tuesday, July 26th, your Sylphy car, with the license plate number of Guangdong A 12345, needs 40,000 kilometers of maintenance. Do I need to make an appointment for you? In this way, you can apply for double express insurance directly in the factory, without waiting, saving your precious time and enjoying our discount! Confirm customer needs

C 1:

Guest: No, I'll do it myself.

Sa: It may be inconvenient for you to confirm the return time now. When do you think you want me to call you again to make an appointment? Confirm the next reminder time

Guest: No, let's talk about it in a few days.

Sa: Then I'll contact you on July 25th and next week. Is it convenient for you? Take the initiative to determine the reminder time with customers.

(1) Customer: Got it!

Sa: Sorry to bother you. Have a nice trip. Goodbye! (Wait for the customer to hang up first) If the customer does not explicitly refuse, remind the customer again on July 25th as agreed, and record the result in DMS system.

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

Sa: Hmm! You can come directly, and of course you are welcome to call our franchise store in advance to make an appointment! Our reservation hotline is XXX! If the customer explicitly refuses, it will not be reminded again, and this result will be recorded in DMS system.

C2:

Guest: OK.

SA: At present, there are free appointments. The time is from 8 am to 10 and from 4 pm to 6 pm next Tuesday. Is it convenient for you to come over then? (Ask the customer in the workshop free time first)

Customer: I'm not free until the weekend.

Sa: Then I'll arrange it for you at 4 pm next Sunday. Are you all right?

Guest: Yes, it's settled this time!

Sa: Your car will be maintained for 40,000 kilometers this time. The cost is about XXX yuan, and the project is XXX, etc. Does Mr. Li need to appoint a service representative?

Customer: The one who received me last time. The service is quite good.

Sa: OK, I'll arrange it. Does Mr. Li need to appoint a technician?

Client: Master XX, with good skills.

Sa: OK, I see. The project you ordered this time is the maintenance of Xuanyi 40 thousand kilometers. Come to the store at 4 pm on Sunday and make an appointment with a service representative and a technician. Is there anything else I can do for you? Guest: No more.

SA: You can come to the maintenance entrance of our franchise store before and after the appointment time 15 minutes, that is, between 2:45 pm and 3: 15 pm on Sunday, and enjoy our high-quality and fast service and preferential treatment easily. At the same time, we will call you one hour a day in advance to remind you of your appointment. Please call us if you have any changes.

Guest: OK!

Sa: Mr. Li, thank you very much for accepting this appointment! Have a nice trip. Goodbye! (Wait for the customer to hang up first)

Guest: Goodbye!

Second, the appointment reception speech

Sa: Hello, Mr. Li! Thank you very much for coming to the store on time! I'm XXX, the service representative, and I'm glad to serve you! (Receive in time to avoid keeping the customer waiting) Say the customer's name and introduce yourself.

Guest: Hello!

Shop assistant: You are a reserved customer and enjoy our priority service. Please move your car to the reserved aisle. Emphasize the benefits of appointment.

Guest: OK!

Sa: In order to record the condition of your car when it arrives at the store, I want to register your car now and have a visual inspection!

Customer: ××××××.

SA: The maintenance item you booked this time is XXX, and the cost is about XXX. Because you are a customer who made an appointment and arrived at the store on time, you will also enjoy our XXX discount. Is there anything else I can do for you? Confirm the reserved preferential items

Guest: Nothing else.

SA: The preparations for this maintenance operation have been completed, including the preparation of workstations and spare parts, and the technicians you appointed have also made arrangements. If there are no other questions, please sign the receipt for confirmation.

Guest: No more questions.

Go to the normal receiving flow.

Third, make an appointment for publicity.

1. Booking a demo (while the customer is waiting):

SA (maintenance guide): Hello, I'm sorry, there are more vehicles entering the factory now. Just a moment, please. We'll arrange a service representative to serve you right away. Say hello and apologize at the first time.

Guest: Yes.

SA (Maintenance Guide): You can call our reservation hotline (hand in the reservation leaflet page) before coming to the store next time. If you make an appointment two days in advance, we will reserve a workstation and an appointment channel for you. You can go directly to the factory for maintenance without waiting. Promote the benefits of not waiting for an appointment.

2, make an appointment to preach (pass):

Sa: Thank you for coming. Your next maintenance time is X month X day, or 5 thousand kilometers, whichever comes first. We will remind you to return to the factory for maintenance about 1 week in advance. You can also call our reservation hotline. If you make an appointment two days in advance, we will reserve a workstation and an appointment channel for you. You can go directly to the factory for maintenance without waiting. At the same time, you can also enjoy our fast insurance for two people, saving you half the time.

3. Appointment presentation (3DC):

Sa: Thank you for accepting our return visit. Your next maintenance time is X month X day, or 5 thousand kilometers, whichever comes first. We will remind you to return to the factory for maintenance about 1 week in advance. You can also call our reservation hotline. If you make an appointment two days in advance, we will reserve a workstation and an appointment channel for you. You can go directly to the factory for maintenance without waiting. At the same time, you can also enjoy our fast insurance for two people, saving you half the time.

Four, customer frequently asked questions and sales pitch

1. Why do vehicles need regular maintenance?

Automobile maintenance refers to maintaining and restoring the technical performance of the automobile and ensuring the good performance and reliability of the automobile. Timely and correct maintenance will prolong the service life of the car, improve the safety performance, save money and avoid a lot of trouble in repairing the car. Timely and correct maintenance of the car is an important link to prolong the service life of the car and ensure the driving safety.

We usually talk about car maintenance, mainly from keeping the car in good technical condition and prolonging its service life. In fact, its content is wider, including the knowledge of automobile beauty care. To sum up, there are mainly the following three aspects:

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

Second, car maintenance. The purpose of car body maintenance is to keep the car young forever, while the purpose of car interior maintenance is to make the car travel hundreds of thousands of kilometers without major repairs and ensure that the car is in the best technical condition. It mainly includes: maintenance of lubrication system, fuel system, cooling system, braking system and carburetor (injector).

Third, the body is refurbished. Such as diagnosis and treatment of deep scratches, repair of multi-material bumper, repair of hub (cover) hard injury, renovation of leather and chemical fiber materials, renovation of engine color and so on. Automobile maintenance is divided into two categories: regular maintenance and irregular maintenance. Regular maintenance includes: daily maintenance, primary maintenance and secondary maintenance; Non-scheduled maintenance includes running-in maintenance and seasonal maintenance. The main work of car maintenance is nothing more than cleaning, inspection, fastening, adjustment and lubrication. However, with the development of science and technology and automobile industry, various advanced technologies, mainly computers, are widely used in automobiles, which makes the future automobiles gradually intelligent, so the contents of automobile maintenance are endowed with new connotations.

Automobile maintenance is a complex work with high technical content, which needs to be carried out in professional automobile maintenance enterprises.

Matters needing attention in automobile maintenance. When it comes to why cars should be maintained, we should first start with the differences and relationships between car maintenance and repair.

First, the difference between maintenance and repair.

(1) Different operational technical measures. Maintenance is based on planned prevention, and forced operation is usually adopted. And repair is a planned and on-demand operation.

(2) The operation time is different. Maintenance is usually carried out before the vehicle breaks down. Repairs are usually carried out after the car breaks down.

(3) Different business purposes. Maintenance is usually to reduce the wear speed of parts, prevent faults and prolong the service life of cars; And repair the parts and assemblies that usually fail or lose their working ability, restore the good technical condition and working ability of the automobile, and prolong the service life.

Second, the relationship between maintenance and repair

Car maintenance is closely related to car repair. There is maintenance in maintenance, and there is maintenance in maintenance. In the process of vehicle maintenance, it may be found that a part or component is about to fail or be damaged, so you can take advantage of the maintenance opportunity to repair it. It is natural to maintain some undamaged parts in the process of maintenance.

Therefore, the relationship between automobile maintenance and automobile repair is dialectical. In daily activities, we must properly handle the relationship between the two, adhere to the principle of giving priority to maintenance, and overcome the bad tendency of "emphasizing construction but neglecting maintenance" and "repairing instead of repairing". That's what "no pains, no gains" says.

In view of the present situation of the automobile maintenance industry, the automobile maintenance system is scientifically divided into six parts, and the following six systems can be specially maintained.

First, deepen the maintenance of lubrication system

The main function of lubrication system is to effectively lubricate all parts of automobile engine and prevent excessive wear. Under normal circumstances, the car needs to be cleaned and maintained every 5000 km- 10000 km, and it also needs to be cleaned and maintained when the engine noise is too high, the acceleration is weak and the water temperature is too high. Clean up the sludge and other deposits inside the engine to avoid oxidation and thickening of engine oil at high temperature, reduce the wear and tear of engine parts, prolong engine life and improve engine power.

Second, the cleaning and maintenance of the fuel system (that is, cleaning nozzles and valves with carbon deposits)

In general, the car needs cleaning and maintenance 10000km- 15000km, or when you find the engine shaking, slow, poor acceleration, black smoke, weakness and waste of engine oil, you need cleaning and maintenance 1 time. Remove the glue and carbon deposit inside the system to prevent harmful corrosion, avoid and eliminate the leakage of seals and water tanks, and completely replace the old coolant.

III. Cleaning and maintenance of cooling system

Under normal circumstances, cars should be cleaned and maintained once in winter and summer, once every 6 to 8 months during normal driving, or once when the water temperature is too high, leaking or boiling. Remove traces and scale that lead to engine overheating, prevent harmful corrosion, avoid and prevent leakage of seals and water tanks, and completely replace old coolant.

Iv. Cleaning and maintenance of gearbox (automatic transmission gearbox)

Under normal circumstances, the car should be cleaned and maintained every 20,000-25,000 kilometers, or when the gearbox slips, the water temperature is high, the gear shift is slow, and the system leaks oil. Remove harmful sludge and paint film deposits, restore the elasticity of gasket and O-ring, make gearbox shift smoothly, improve power output, and completely replace the old automatic gearbox oil.

Verb (abbreviation of verb) Cleaning and maintenance of power steering system

Cars need to be cleaned and maintained every 40,000-45,000 kilometers, or the system leaks oil when steering is difficult, and it must also be cleaned and maintained after replacing the power steering gear parts. Remove the harmful sludge and paint film in the system, relieve the difficulty of low-temperature steering, eliminate and prevent the leakage of power steering fluid, eliminate steering noise, and completely replace the old brake steering fluid.

Cleaning and maintenance of intransitive verb braking system

Clean and maintain the car every 40,000 kilometers, or when the ABS response is too early or too slow. Remove the harmful sludge paint film in the system, eliminate the danger of working failure at ultra-high temperature or ultra-low temperature, effectively prevent the brake fluid from deteriorating and expiring, and completely replace the old brake fluid.