Reception is mainly divided into two parts: to meet the needs of planning customer maintenance procedures from the factory and escorting customers (see the program chart for business reception). The specific procedure is as follows: 1

Reception hall business customers come to the company for maintenance. Page 2, accept business: ask customers what they want and what their requirements are; Technical diagnosis; Provide and decide whether to set up a factory or make a quotation appointment for maintenance or diagnosis; Send customers from the factory. On page 3, PDI procedure will be carried out in consideration of cleaning the repair shop.

4. Other items in the process of maintenance, repair and consultation: seek customer feedback and exchange opinions with the workshop.

5. Indirect delivery from vehicle to vehicle will be completed: check the appearance of technical conditions of vehicles and related trucks. Page 6: Inform the customer to select and prepare the customer information for delivery.

7. Reception hall business customers come to the company to pick up the car, and the car guides the customer to report after the visual inspection is completed, and escorts the customer to leave the factory through the solution procedure.

8. Customer tracking service.

(2) Business reception work content requirements

1, business consulting service, maintenance or company reception hall customers.

Work: (1) In order to welcome the customer's car into the gate, get up immediately and go to the ticket gate with labor tools (pen repair sheet) to greet the customer (smile): after passing a customer, go out or lower the window, the customer should take the initiative to say hello and express his welcome (generally, "Welcome!") ) )。 At the same time, make a brief self-introduction. (2) If the customer's car is not parked in the company's parking lot to provide hospitality service, courtesy should guide the customer to the parking lot. (3) Ask him what he wants briefly, and you can answer it with simple suggestions on the spot, and then send it to the customer politely (generally speaking, "Please go" and "Welcome to come again"). "If you need diagnosis, quotation or factory maintenance, you should negotiate with the customer from the empty reception hall; Or let the customer rest in the reception hall first, and then we will discuss with the customer after the diagnosis. In a simple case or at the request of the customer, the customer needs to go through the formalities to amend the order or make an appointment on the spot. (4) If it is a new customer, we should take the initiative to introduce its contents and our maintenance service procedures. (5) In case of scheduled maintenance, the "Scheduled Maintenance Form" should be filled out as soon as possible and submitted to the customer; And politely tell the customer: remember to make an appointment.

Job requirements: The receptionist should be polite, generous, neat, active and enthusiastic, so that customers can feel at home. When customers are waiting to sit down in the living room, they should offer tea on their own initiative and signal "please have tea" to show their sincere hospitality. Page 2, Responding to Queries and Enterprise Diagnosis

Work: In protecting customers' service needs, our receptionist should listen carefully and answer customers' questions in a professional manner. When the customer needs technical diagnosis, such maintenance decision should first get the consent of the room for the vehicle, and then we will start the diagnosis technology. When the staff encounter difficult technical problems at the reception desk, they should immediately notify the full-time technicians of the technical department to quickly assist in parking and complete the technical diagnosis as soon as possible. After the technical diagnosis is completed, you should immediately print or fill in the medical certificate, which should clearly point out the vehicle failure or diagnosis problem, then tell the customer service suggestions, and at the same time test and submit the customer's diagnosis to let the customer know their own situation.

Requirements: In this link, we need a cautious attitude, good listening ability, good professional tour guides and receptionists: when testing and diagnosing, we should be skilled in action, clear in diagnosis, and authoritative in the technical advantages I want to show. Page 3, Business Negotiation

Work: (1) reach an agreement with the room or the proposed maintenance project, determine the maintenance cost price and delivery time, and let the customer judge whether the other party requires it. Please look at the above ten supplements and decide whether to enter the factory for customers. (2) After the customer reviews the "incoming maintenance fee" and agrees to enter the factory for maintenance, he should politely ask him to sign in the customer's signature box for confirmation; If you don't agree or make an appointment to enter the factory for maintenance, the receptionist should take the initiative to inform and guide the customer to go through the formalities at the cashier processing factory-get a "notice of breach of contract". If we carry out diagnosis or evaluation, we should also inform the customer to pay the diagnosis fee or appraisal fee; After completing the formalities, you should politely send the customer to the factory, and after greeting, "Please welcome again".

Job requirements: negotiate with customers, be honest, confident, considerate, neither humble nor humble, tolerant and flexible, and adhere to the concept that "customers are always right". Don't be dissatisfied with the customers in the repair shop, and keep their friendly attitude.

4. Negotiate business estimation and maintenance.

: Determine the valuation and maintenance with the customer * * *, and generally adopt the "valuation system" involving the road maintenance fee system according to the investigation; It is difficult to determine that the system involved can also use the "valuation phenomenon", that is, the fault with the maintenance cost as the target. For such a big risk, our staff should consider the risk of value pricing. You can use "project pricing", that is, the actual maintenance workload and cost, for low-tech maintenance, or the market price of the corresponding line, or the maintenance point designated by the customer. This method can't guarantee the quality sometimes, so we should explain it to our customers in advance. In the negotiation of repair pricing, it should be clear that all repair parts are provided by us from the customer, including original or factory parts and auxiliary factory parts; We must also tell customers that every customer buys spare parts by himself or insists on using the key parts of factory accessories. We mean that the technical quality is not guaranteed, and we are explaining the "maintenance fee for entering the factory".

Requirements: In this link, I got the calm attitude, calm voice and flexible choice of different valuation methods of the business personnel who should negotiate with customers, which made my customers feel the trust. Explain that the company should try to make the price reasonable.

5. Maintenance and delivery time

Quality commitment in business negotiation: business negotiation, giving customers a clear commitment to quality assurance. Customers should introduce the specific terms of our quality assurance commitment. It is necessary to grasp the company's commitment under the current production delivery time and leave room. Special consideration should be given to the supply of auto parts.

Job Requirements: Be confident. Although you are serious and pay special attention to the actual production capacity of the company, you can't lose the trust of users of thoughts and behaviors. Page 6, PDI formalities

Work: The customer signs the maintenance contract (i.e. maintenance fee) as soon as possible, and the receiver and the customer deliver the vehicle; During the validity period of legal documents received by customers (especially Paul II, on the test car), they are honest and complete. If there is any difference, they should explain it to customers and deal with it accordingly. Please ask the customer to sign and confirm the difference. Receive the maintenance vehicle, respond to the appearance of the vehicle, and visually inspect the inner surface and instrument seat to confirm whether there is any abnormality. If there is any abnormality, it should be indicated in the "incoming maintenance form"; Register according to the automobile tools and inventory items, and ask the customer to sign the "truck list" (see "truck list") and put it in the car to provide a special safe deposit box for the user's tools and items. The registration number of the car and the car key (master switch key) is placed in the car key designated internally. At that time, the marked numbers of fuel meter and odometer were registered in the table. If the vehicle delivered immediately is repaired in the workshop, the vehicle will enter the workshop, and the personnel on board will go through the signing formalities of indirect transfer.

Requirements: visual inspection, careful inventory registration, don't forget to politely ask customers to sign the maintenance list.

7. Send the customer politely.

Work: The receptionist should politely inform the customer after the customer has gone through all the repair procedures, and you can politely hint to leave. If the customer leaves, the receptionist gets a compliment for seeing the guest off, or sends it to the door of the business hall, praising: "Please go away, you won't be sent away."

Job requirements: enthusiasm, initiative and friendliness, and be careful not to be anticlimactic.

8. Be sent to the repair shop for formalities.

Work: (1) After the customer leaves, quickly clean up the "maintenance in the single factory" by computer (at this time, some vehicles are also registered with statistical reports), and work in a single group, and the business unit lists the maintenance situation in the directly affiliated working group; In the case of multiple groups of workers, report the "maintenance fee for entering the factory" to the supervisor of the processing workshop. (2) The service receptionist will send the Car Wash Notice to the repair shop, the rear workshop supervisor or the dispatcher, and pay the Vehicle Maintenance Sheet at the same time, and please collect your signature in the designated column of the Maintenance Sheet and the designated collection time, and the collection time will be accurate to ten minutes.

Requirements: Seriously, the details of the work can't be ignored, but neither can the procedures. After the staff washes the car, the car should pay the sales process immediately.

9. Photos of handling additional maintenance work items: The business information workshop receiving additional maintenance items should immediately contact customers by telephone to seek maintenance consultation and other additional items. At the same time, the customer shall inform the extension period of the resulting project. After that, the customer immediately got a clear answer and delivered it to the workshop. If the customer does not agree with the additional maintenance items, the business receptionist can verbally inform the customer of the purchase, and record the time of the notification and the audience in the workshop; If they agree to increase the issue of "incoming maintenance fee" to supplement the content of additional maintenance items, or immediately release the schedule of workshop supervisor and record the delivery time.

Requirements: Be polite when consulting customers, explain additional items, and be prepared to explain them from a technical point of view, with special emphasis on safety-related interests. This time, they should calmly deal with customer complaints, and customers should not use force. We should respect customers' choices.

10, check the working status.

Work: The workshop section regularly arranges 70-80% of the estimated maintenance time according to the inquiry time of production progress. When asked about the completion time, the workshop division will repair the damaged maintenance requirements and complete the task. If any abnormality is found, emergency measures should be taken immediately. Measures, try not to delay the construction period.

Job requirements: ask the time so as not to affect the timely delivery of vehicles, and inform customers of their choices.

Work: (1) Make proper preparations. PDI: After the vehicle workshop is completed and accepted, the people in the automobile business should do the final cleaning; Cleaning, cleaning the internal appearance of the car is normal, the number of motor vehicles and work items, as well as items placed in the car. The cashier should collect all the documents of the car in the account and confiscate the documents previously notified to the relevant workshop and parts department. (2) Inform the customer to choose: After all preparations are completed, inform the customer to pick up the car one hour in advance (lasting two days) or four-wheel drive hours in advance (more than two days, including two days) and compliment: "Thank you!" If there is no vehicle delivery schedule and the customer is notified hours in advance, please explain the reasons for the delay, and the customer understands and apologizes.

Requirements: notice in advance, PDI is ready to be serious; Pay tribute to customers, sincerely apologize and be omitted.

12, customer reception for car pickup.

: (1) Take the initiative to pick up the car and get up, and meet with customers through settlement procedures, customers who are directly or mainly engaged in simple vehicle maintenance. (2) Settlement: When the customer comes to the cashier, the polite cashier should take the initiative to greet the customer and show respect with the posture of the principle desk seat; At the same time, quickly produce reports and submit them to customers; When the customer agrees to handle the billing procedure, and when the customer requests that the discount or other requirements should be applied quickly, the cashier can lead the customer to the business supervisor. (3) After the settlement is completed, the vehicle owner shall immediately issue a Notice of Default and give it to the customer, who, together with the repair bill, statement, quality guarantee, legal documents and car keys, will be led by the salesman to visually inspect the inventory and appearance of tools and articles on the vehicle in the parking lot. If there is no objection, please ask the customer to sign the "maintenance order into the factory". (4) After completing the formalities, the customer picked up the plane and the receptionist sent the customer to the factory, which caused the meanings of "Mr. (Miss) XX, please take it well" and "Have a safe trip and welcome at any time"

Requirements:! ! In the whole settlement process, the actions and language of PDI should be concise, and don't drag the customer's hind legs and make the customer feel burdensome. In terms of inventory, customers can't miss the signature after delivery. Sincerity to bid farewell to Fujian.

13, Work Content Management

Customer file: the customer's business receptionist should establish a business file. Generally speaking, a car's portfolio is one day later. The contents of the document mainly include customer information, customer vehicle information, maintenance items, maintenance, settlement, complaints and general automobile "maintenance fees". After the old customers file and fill in the complete form, they are still stored in the original folder.

Job requirements: Be careful when creating this file, and don't lose the data file that can't be misplaced. Should be placed in a predetermined vehicle filing cabinet and kept by a special person.

14, answering customer inquiries and handling complaints.

When a customer calls or calls to consult the maintenance business of the business hall, the business receptionist should first hear the answer. Be careful not to spoil the customer at will. The answer must be clear, concise and patient. We should be good at answering questions and correctly guiding customer service awareness and understanding and trust in our company's strength and service; And pay attention to write down the customer's work address, unit and contact phone number for future contact. Customer complaints, whether telephone complaints or door-to-door complaints, should be treated warmly and politely; Listen carefully to customer feedback and register for the record. After listening to the finished product, the receptionist responded immediately. If it is not handled in time, the customer should pay tribute first: apologize and give a clear answer next time. When handling complaints, don't make subjective assumptions, don't argue with customers, and be calm and rational. At the end of the complaint dialogue, greetings: "Mr. (Ms.) XX, thank you for your trust in us, and we will definitely give you a satisfactory answer."

Job requirements: The personnel who complain about the company should have the overall situation and the concept of "customer first", so that complaints can be handled well and customers will not be laughed at. We are satisfied with the recorded user response.

15, tracking service work

According to the archived data, corporate customers regularly track telephone service. The tracking service time is usually one week after two days in the first customer's vehicle factory. Tracking services include: asking customers about the evaluation of vehicles using our service, releasing other knowledge about driving and maintenance, or making suggestions on rational use to remind customers to use them next time. Please keep an eye on the company's recent new content, new services, new equipment and new technology, and free customer service activities of company advertisements. Record keeping and statistical tracking services. Before the call ends, say hello: "Thank you very much for your cooperation!"

Requirements: follow up the civilized call, respect the customer, and talk to the customer when it is convenient, and cannot be forced; There is some preparation for tracking mobile phones. It is targeted, not aimless. The language should be concise and the tone should be friendly and natural. We should be good at understanding relevant market information in the dialogue and identifying the needs of potential service consumers. And report the business situation to the supervisor in time.

16, booking service

Work: Accept the customer's call for appointment service, or according to our opinion, the customer agrees, and the appointment procedure generates appointment service. According to the clerk, in order to meet the opinions of customers and our company, we will fill in the pre-order and ask customers to sign for confirmation. Make a clear appointment, pay a down payment (half less than the original price), prepare high value-added accessories, and recommend the quantity by customers. After the appointment, I decided to fill in the "appointment form"; On the same day, I informed the workshop in charge, leaving a bit of welfare and labor. When the appointment time is approaching, inform the customer half a day or a day in advance to avoid forgetting.

17, fill in the business statistics report and submit it.

Work content: maintain the vehicle quantity, type, business type, operating income and fault registration every week and month, report the monthly statistical data and analysis to the Ministry and the Finance Department on time, and be responsible for the business analysis and decision-making of the enterprise.

Job requirements: complete the report, complete the required time on the day of the report every day, report the next day of the weekly report before going to work last Saturday and report the day before the end of the year. Statistical data shall be accurate and complete, and there shall be no estimates or omissions.