After the sale of 4s, it's a work plan
1. Compilation of client information and establishment of client files
After completion of the procedures or negotiations, the department of operations shall prepare the customer's profile and file the case within two days and place it in an archive bag. Customer-related information includes the customer's name, address, telephone number, date of repair or visit, the type, number, type of vehicle, repair and maintenance project for the vehicle to be repaired, the maintenance cycle, the next maintenance period, the services that the client wishes to receive, and the repair and maintenance records of the company (for more details, see basic information form for customer archives)。
2. Study client needs based on client profile information
On the basis of the client's profile, the operator examines the customer's needs for the maintenance of the car and its related services and identifies the contents of the “next” service, such as informing the customer of the scheduled maintenance, informing the customer of his participation in the company's networking activities, informing the client of his or her preferential activities, informing the customer of his or her timely arrival at the plant or of free testing。
3. Telephone, correspondence and tracking services with clients
Operators contact clients by telephone to:
(1) ask customers about car usage and their opinions on the services of their company;
(2) asking if the client has any new service requirements in the near future which require our company's help;
(3) the knowledge and attention of the vehicle in question;
(4) a description of the various services the company has recently provided to its clients, in particular the content of new services;
(5) a description of the various types of preferential friendships that have recently been arranged by the company for its clients, such as free testing weeks, preferential service months, motor vehicles applying new knowledge evenings, etc., with clear information on the content, date and address;
(6) advisory services;
(7) visits to clients
Post-sale service regulations:
1 post-sale services are performed by a dedicated operational staff designated by the head of the department of operations, the tracking operator。
2. The follow-up operator establishes the corresponding client files within two days of the completion of the customer vehicle attachment process or the completion of the client's interview and consulting business. The contents of the client's file are set out in article 2, paragraph 1, of this regulation。
In parallel with the establishment of client files, track operators investigate the potential needs of clients and design targeted calls content and communication times for the next service。
Within three days to one week of the customer's arrival or business interview, consultation, a tracking operator should contact the client by telephone, first tracking service after sale and communicate with the client on topics of interest. During the telephone conversation, the operator was asked on his own initiative about the use of the customer's vehicle, which had gone to my company for maintenance and repair, and asked the client's views on the company's services, in order to demonstrate the company's genuine interest in the client and its commitment to the service. Client talking points need to be recorded, in particular for clients, or for wishes or complaints, clearly documented and processed in a timely manner. Those who are able to respond in person or at that time should do their utmost to respond; those who are unable to respond in person or at that time should be able to do so as soon as possible after the call and find a solution; and those who are still unable to do so should report to the operations manager within two days and ask for a solution. The client is also informed on the day the solution is obtained that the client must be given a satisfactory response。
Within seven days of the week after the first tracking service after “sale”, the business tracker should make a second tracking service telephone contact with the client. The content of telephone calls should continue to be based on topics of interest to clients, avoid duplication, be targeted and reflect the genuine interest of the company in its clients。
6. After the company has decided to carry out customer networking activities, preferential service activities and free service activities, the business tracker shall notify the client by telephone two weeks in advance and send the notification letter to the client within two days, as the case may be。
7. Every tracking service call, including a client's consulting or complaint call, and the operator who handles the call, registers the entry form (attached) and keeps the telephone record in the file and files the telephone registration form。
