4s shop after-sales polite language

As the after-sales staff of 4s shop, do you know what after-sales etiquette should be paid attention to in 4s shop? The following are the after-sales polite expressions I compiled for you in 4s shop, hoping to help you!

4s shop after-sales etiquette appointment etiquette

The importance of making an appointment is self-evident. By booking service, the service speed can be improved, and due to reasonable arrangement in advance, more thoughtful service can be obtained, and the resources of dealers can be effectively utilized.

Communication etiquette is very important in the booking process. For example, telephone reservation, the service consultant takes the initiative to make an appointment by telephone, first of all, to confirm the name of the other party and whether it is convenient to answer the phone, and then to report it himself and inform the other party of the purpose of calling. In this communication process, the wording is very important, which makes the other party feel that we care about his car, not bother him.

Pay attention to etiquette when making a passive appointment: when you hear the phone ring, it is recommended that the service consultant answer it within 3 rings; Take the initiative to report your name and the name of the specialty store, such as: hello! * * * Co., Ltd., I'm * * *, and I'm glad to serve you. May I have your name , please? At the same time, write down the customer's name quickly; Confirm customer requirements before the call ends; Wait until the customer hangs up, then hang up and send a text message to the customer to confirm the appointment is successful.

Pick-up and pre-inspection etiquette

1, delivery link

Many dealers are short of after-sales service consultants. During the morning rush hour 10, customers easily get together, resulting in no one picking up the car when customers arrive. Reasonable staffing and appointment diversion are good measures. The ideal way is to give the reservation form to the security master in advance. As soon as the customer arrives, the security guard at the door has informed the service consultant, who can come out to receive the customer as soon as possible. Another excellent way is to set up a guidance desk to ensure that the posts are not empty. After-sales customers received attention and reception as soon as they came, which improved the satisfaction when they first contacted.

2. Inspection of eco-cars

When the service consultant wearing standard clothes sees the vehicle entering the reception station, he should meet the vehicle at the left front door within 1 minute after the customer stops. Open the door for customers and introduce yourself. A common problem in the inspection of automobile periphery is that some service consultants are inspecting by themselves, and they don't invite customers to participate, or even if they participate, they are expressionless. If the communication process lacks eye contact, they will easily leave the impression of indifference and poor service attitude to customers. It is recommended to smile more, make eye contact more, and pay attention to the use of gestures during cycling.

I was deeply impressed by a service consultant during the after-sales service etiquette counseling of a luxury brand. He dresses appropriately and has a kind smile. When checking the trunk around the car, he will prompt me to take a step back, because there may be dust when closing the trunk. When you return to the office work list, he will remind you to be careful of the slippery road that has just rained; After the rounds, he guided me to sit in front of the maintenance reception desk. He moved out of the seat first and let me sit first. After sitting down, he poured me a glass of water before taking a seat. I feel that this is a professional, meticulous and thoughtful service consultant, which is not bad. Have you worked out the details?

Give up halfway.

If the customer indicates that he wants to wait at the dealer, an excellent service consultant will take the customer to the rest area, introduce the rest area and the staff to the customer, and always be polite.

Settlement cashier

After settlement, the service consultant should accompany the customer to the cashier and explain the total payment amount and payment method to the cashier. Cashiers of excellent dealers are also warm and generous. When he/she sees the customer, he/she will stand up to welcome him/her and say hello to the customer! The cashier confirms the total cost to the customer, hands over the documents and pens, and asks the customer to sign for confirmation. He stood up and said goodbye with a smile when the customer left.

Give you a ride.

After the settlement is completed, the service consultant will guide the customer back to the delivery area, say goodbye to the customer at the door or next to the customer's car, and watch the customer leave the store.

The expression 1 is commonly used in 4s shop after-sales courtesy. The customer is very angry and asks:? Why can't we drive to the workshop or go into the workshop to watch the maintenance process of our vehicles?

We can understand how you feel. You can rest assured of the quality inspection. The maintenance workers of XX brand are all highly skilled technicians. Moreover, after the car inspection, we will do the car inspection. During this maintenance period, you can handle your own affairs with peace of mind. If you have any questions, we will contact you in time. For the sake of safety, we don't recommend you to enter the workshop. In addition, you can imagine that if each of our customers goes into the workshop to watch the maintenance process, our workshop will cause management confusion. At the same time, there is a large piece of glass in the rest area to see the maintenance status of the workshop, and you can see everything without entering the workshop. If you have to enter the workshop to communicate directly with the maintenance personnel, please get an access card at the business front desk. Besides, repairing a car is a very precise and meticulous process, just like a doctor doing surgery. How would you feel if you were a doctor and there were many people standing around watching you perform surgery?

2. Why not? Can the parts of XXX car be bought outside? I am in a foreign country, and there is no maintenance station where I live, so it is very inconvenient to maintain it. Can you sell me the parts and I'll take them back for repair?

A: We understand you very well. Other customers have asked similar questions. Please allow me to explain that XX brand adopts a closed spare parts supply mode, in order to ensure that XX brand owners can get pure spare parts of XX brand in the service factory. You know that car maintenance requires high professional skills, and spare parts are not taken out to prevent non-professionals from providing you with inappropriate services, thus endangering your driving safety.

3. Last time I changed parts, the price was high. The price of accessories has been reduced this time. I can't explain to the leader when I go back to the unit. The price of accessories has changed too much, and it has been changing. Can it remain the same?

A: The price reduction of accessories is to give back to the owners of XX brand and save their use cost. Your situation is very special. If necessary, we can give relevant instructions to your leaders. what do you think?

4. My car has a problem. You found a problem during the maintenance inspection. Although it took a whole day, I don't want to repair it now, but you have to charge me for the inspection. Didn't you say the inspection was free? Why do you charge me for testing?

Answer: Fault diagnosis before maintenance is the key link of maintenance, especially for intractable diseases, which require superb technology and rich experience. At the same time, it is possible to use special detectors. If it has been judged accurately, it is equivalent to half maintenance. Therefore, according to industry regulations, it is reasonable to charge the inspection fee appropriately.

5. Why do problems appear soon after maintenance?

We are very sorry for the inconvenience caused by these questions. We will test your car immediately, because there are many reasons for the failure. After the test results come out, we will give you a satisfactory answer and solution as soon as possible.

6. How did you repair the car? How many times have you solved the same problem? Can you fix it or not?

I'm sorry for the inconvenience. We will do a comprehensive test on your car again. Please rest assured that you will get a satisfactory answer in the shortest time. (If it is a maintenance quality problem, make some apologies and negotiate with the customer for a possible solution. If it is not a maintenance quality problem, politely explain the test results to the customer and propose a solution after approval).

7. Before advising the customer to make an appointment before arriving at the factory, the customer said:? I don't want to make an appointment. I will come to your service center in person when I am free? , how to answer? We totally understand how you feel. But, sir, if you take a few minutes to confirm your convenient maintenance time with us one hour before entering the factory, you can save several hours of waiting time. In addition, we also have a reservation green channel here. Don't you think making an appointment is actually good for you?

8. Frequent phone calls and return visits annoy customers (especially those old customers who often come to repair). ? My car is very good. Why do you always call? I'm busy. ?

A: I'm sorry to bother you We call you because we are very concerned about the use of your car after repair. We are responsible for ourselves and for you. If you think I'm bothering you by calling now, when do you think we won't bother you by calling? If the customer insists that we don't need to call again in the future, then this call can be cancelled, otherwise it will cause another kind of dissatisfaction from the customer.

9. Why do 4S stores in different parts of your country have different business hours, some are cheap and some are expensive?

A: Thank you very much for asking this question. Because of the different industry regulations and price levels in different regions, the working hours of each service factory will be slightly different, but please rest assured that all the charging standards in the country have been strictly examined and approved by relevant state departments. If you have any questions about your bill, please feel free to contact us and we will give you a satisfactory answer as soon as possible.

10, why are the same accessories available in the market and cheap?

A: In order to ensure that you can use high-quality and pure after-sales service accessories, all the accessories purchased by XX brand meet the global quality standards of XX brand, and the accessories on the market come from different channels, so the quality and use safety cannot be guaranteed. ? Safety and quality? Is our commitment to every customer.

1 1. Isn't your garage under repair? Why do I always have to change the assembly after my car has problems?

Answer: The purpose of replacing the assembly is to ensure the safety of parts maintenance and use. For example, replacing the oil seal in the steering gear requires special tools, and the process requirements are high. Generally, the repair quality cannot be guaranteed, so if the steering gear leaks oil, there will be great security risks. Of course, if the maintenance technology is not high or the corresponding maintenance technology is guaranteed, professional maintenance personnel will repair it for you.

12, the customer asked: Your service center is too far away. Can I change the oil without going to the service center?

Answer: 4S shop will have relevant maintenance records when changing oil, and your warranty will be stamped with the special seal of 4S shop. These two items are the necessary conditions for your car to enjoy the 2-year/60,000-year warranty period, so I suggest you go to the store to change the oil and enjoy professional service and original accessories. If you are really far away from the 4S shop, you can bring you a set of maintenance accessories with the signature of the service manager every time. Do you think this is okay?

13. Why is the waiting time for maintenance so long?

A: At present, the space of the company's work station and vehicle parking area is limited, but customers often arrive at the store in a time period, and some customers' maintenance projects need to spend more manpower and time to detect and eliminate. So sometimes it will make you wait too long. At the same time, in order to alleviate this problem, customers are advised to make an appointment when they come to the factory for maintenance next time to reduce the waiting time.

14. Why is the maintenance cost so expensive?

A: Our company is a maintenance enterprise, and the collection of working hours is based on the automobile unemployment management office and the price bureau of the automobile jurisdiction. Accessories are all original accessories, and the price is unified throughout the country. All maintenance technicians are trained to ensure the quality of maintenance. Compared with private small-scale repair shops outside, our company is first-class in quality and service. Spend a few hundred yuan here to do a whole car maintenance, and you can rest assured that you have bought 5000 kilometers. We have quality guarantee for everything you do.

15. What's the charge? Isn't it agreed that one working hour 100 yuan? Why does my car need more than 1 000 when it has only been repaired for1hour? Answer: Because our company is very professional in the maintenance of our own brand cars, the sooner the car, the better. The maintenance time is different from the actual working time. Working hours refer to the efficiency and value of working hours, so the length of time cannot be used as a measure of charging standards. For example, it takes two days and two nights to repair the engine, and the salary is only 2000 yuan. If it takes half a day to fix the same problem in someone else's house and only one hour in ours, where would you choose?