4S store after-sales return interview skills (2)

15. Do you have any opinions or requirements on the service work of our service station?

16. (If yes) Please give me some advice. After listening, ask again: Are there any other questions?

"Note: If the answer is no, average or unsatisfactory after each question, please add "Sorry, I will remind our staff to pay attention to it next time"

Customer If you have any comments:

*Please tell me your questions, please? I will record it in detail and provide timely feedback to relevant personnel.

When giving feedback:

*I have recorded your feedback. Thank you very much for your opinion. I will feedback your opinion to the relevant departments as soon as possible, and a dedicated person will contact you again within 24 hours. Thank you. Thank you again and feel free to contact us if you have any questions. Goodbye. Conclusion:

Thank you very much for your cooperation. In the future, you may receive a third-party investigation commissioned by FAW-Volkswagen. If you think our service is not bad, then please help us tell him. "Very satisfied". Thank you again. If you have any questions, you can call our service hotline at any time. Goodbye!

Note: The questions you ask should be determined according to the actual situation of the service station. In response to the current shortage or Management focuses on conducting follow-up surveys. It is more appropriate to ask customers 5-8 questions, which usually takes 2-3 minutes.

4S store after-sales return interview skills [Part 2]

※Complaining about the car’s high fuel consumption;

Coping skills:

1 . Economic fuel consumption refers to the average fuel consumption calculated by driving a vehicle at a constant speed at economic speed under specific test conditions (no wind, flat road, etc.).

2. The real standard for testing fuel consumption cannot be based on the city, because waiting, traffic lights, turning on the air conditioner, etc. will all affect your fuel consumption.

3. Calculation of fuel consumption Method: It is recommended to fill up the fuel tank, drive about 100 kilometers on a road with good road conditions (highway, etc.), fill up the fuel tank again (to the same position as last time), and divide by the amount of fuel added the second time. Based on the mileage traveled, the approximate value of fuel consumption per 100 kilometers can be obtained;

4. There are many factors that affect fuel consumption; whether it is in the running-in period; the speed, road conditions, wind speed, load, etc. of the vehicle road test; driving Habits, driving experience; frequency of using high-power electrical appliances (such as air conditioners, stereos, etc.); oil quality (93 unleaded gasoline)

5. Key points for improving vehicle fuel economy: reasonably control the following distance, Try to avoid emergency braking; do not make any modifications to the appearance of the vehicle; do not turn off the air conditioner and open the windows when driving at high speeds; try not to place excess items in the trunk of the vehicle; when using the air conditioner in summer, do not set the temperature too low; be reasonable Control the distance behind the car and try to avoid emergency braking; avoid rapid acceleration and slam on the accelerator; regularly clean the surface of the car's air conditioning radiator and engine water tank; regularly check the tire pressure. Low air pressure will increase the resistance of the vehicle;

6. Your car is still in the running-in period. All components on the car need to be run-in. The fuel consumption will be relatively higher. It is recommended that you use it for a period of time before observing it. Thank you!!

※Complaining that the price of accessories is too high

Hello, our store uses accessories from dyk manufacturers. All accessories have passed strict quality inspection, which can keep the vehicle at its best during operation. It can also extend the life of the vehicle. Compared with auxiliary factory parts, due to the influence of supply channels and operating costs, the price of spare parts in 4S stores will be relatively higher, but the spare parts replaced in our store will enjoy one year or more. With a quality guarantee of 20,000 kilometers, the price of sub-factory parts is low, but now the auto parts market is a mixed bag with many fakes, and ordinary consumers lack the ability to distinguish, so it is easy to buy fake and shoddy products. Moreover, car maintenance is a It is a highly technical service. If consumers use fake parts or perform improper repairs, it can easily lead to car failure. Therefore, it is recommended that you still purchase genuine accessories.

※Complaining about high labor hours

Hello, all maintenance projects in our store are formulated according to dyk warranty standard labor hours. The establishment of this labor hour standard does not only depend on the actual construction time of the repair. , which includes the technical difficulty of maintenance construction, fault inspection and other factors. During the maintenance process, every part of the vehicle, from small screws to large ones, is operated according to the standard data of the vehicle manufacturer, which can ensure that your The vehicle must be kept in optimal condition, thereby extending the service life of the vehicle. Therefore, it is recommended that you strictly follow the manufacturer's requirements and regularly go to the 4S store or service shop for maintenance and upkeep.

※Complaining about the same problem being repaired multiple times but never being repaired

Hello, because some problems are intermittent and require multiple test drives to confirm the cause of the fault, so you should After entering the factory, we will have a dedicated person to pay you a return visit, just to track the results of your vehicle maintenance. If there are still problems, our shop will actively feedback your situation to the manufacturer on the one hand, and on the other hand, we will also Help you consider other maintenance methods.

If the time delay is caused by technology, accessories and many other external reasons, causing the customer to complain:

Hello, Mr./Ms.! I understand your feelings very well. We're very sorry for the problem you encountered

. Please allow me to explain it to you. While you are waiting, our

maintenance technicians have done a comprehensive overhaul of your car, but the problem you are encountering now is (corresponding to the reason for the delay in picking up the car), and you still need to Wait * hour, → If you are in a hurry, we can take you to your destination by bus. →Agree → Complaint aborted

↓(Required to wait at the site)

Please wait for a while and we will inform you of the maintenance progress at any time. Do you think this is okay? →Agree → Complaint aborted

↓ Still want to complain

Sir/Miss, do you think this will work? I have already told our leader about this situation,

He also attaches great importance to this matter. If you have any other requirements, you can further communicate with our leaders. I believe we will give you a satisfactory answer.

1. Why is the fuel consumption much higher than what is shown in the manual?

Answer: We understand your questions. The fuel consumption per 100 kilometers in the user manual is a theoretical fuel consumption value, which refers to the value obtained when driving at a reasonable speed (90km constant speed) and under good road conditions. In your actual driving process, there is a big difference between the actual driving conditions and the ideal, for example:

One minute of idling requires 10-30cc of combustion

Load 100 Kilogram (city), fuel consumption increases by 0.5 liters/100 kilometers

You can drive 1 kilometer at idle speed for 5 minutes

Overcooling of the car will waste gasoline and should be controlled at around 28 degrees Celsius

Severe blockage of the air filter will lead to poor gasoline mixing ratio

Pay attention to speed control, generally around 90-100 km/h, which is the most fuel-efficient

Frequent braking will increase fuel consumption

Therefore, we recommend that in addition to paying attention to the above issues, you can also make appropriate records; such as how many kilometers you actually drove after refueling 50l at a time, road conditions, speed and other How is the driving condition? Repeat this recording several times, and you will have clearer data. By the way, in fact, in terms of Buick's horsepower, torque and smooth and quiet operation, the fuel consumption is really not high compared with similar cars.

Why is it difficult to start the car?

Answer: Sorry, it is really annoying to have difficulty starting in summer. If such a problem occurs, it is usually related to poor fuel quality, which causes carbon deposits on the valves, making it difficult for the engine to establish normal cylinder pressure, so it is difficult to start. In severe cases, the valve rocker arm may even break. From a safety and economic perspective, it is recommended that you use fuel additives as recommended, which can reduce valve carbon deposits.

Principle: Apologize to the customer first, then tell the reason, and then tell the customer how to deal with it.