These two questions are what I am thinking.
Let me talk about my analysis of this problem and my plan for improvement in my future work:
Question 1. Did you invite customers to the exhibition hall or the event site before the call ended?
Analyze the reasons:
1, no fixed professional telephone answering personnel (not considered)
There is no uniform standard for the sales consultant to answer the phone, and he usually doesn't care about these details.
3. When the problem was found, it was not followed up in time. And lead to habits, and these simple habits are just easier to learn.
Solution:
According to the training video, learn standard telephone etiquette, pay more attention to details at ordinary times, be strict with yourself, register the problems pointed out by others in the notebook at ordinary times, summarize them at night and reply regularly.
30 seconds before answering the phone, think quickly about the standard language, and then pick up the receiver. Make a phone call to get into the habit of "Hello, I'm XXX", which is an international standard etiquette discourse.
Question 2. The usher introduced the sales consultant to the customer. Sales consultants should receive customers at the first time and provide consulting services to customers in need? -25 points
Analyze the problem:
1, understaffed, there was no one to arrange the welcome when I first came to work, and there was no guarantee that someone would always be there later. Sometimes, although the welcoming staff are forced not to leave under any circumstances, this practice only treats the symptoms rather than the root cause, and sacrifices other dissatisfaction to make up for the problems caused by insufficient staff or unreasonable time planning. In short, it is a question of time cost.
2. Welcome recommendation may involve a power issue and personnel unity issue, because there are many details, such as whether the recommender has the power and ability to identify what kind of customer this is and who to recommend to the intended customer. It's not that easy to decide. The best way is to let the sales consultant do it himself.
3. The problem of welcoming guests and pouring tea may belong to the situation of unclear management and distribution tasks. The message I received was that the usher didn't need to pour tea.
Solution: Learn reception etiquette and carry out reception work in strict accordance with the instructions of superiors.
Question 3. When the sales consultant receives, he will introduce his surname and position to the customer in time and hand in his business card with both hands? 25 points
Analyze the problem:
1. Sales consultants have no habit of carrying business cards with them.
2. Sales consultants are not fully equipped, clothes and tools are poorly managed, and often nothing can be found.
Solution: Spend 1-3 minutes after the morning meeting on weekdays, first check the equipment your sales consultant needs and make a list. (Talk about bill folder: quotation sheet, test drive sheet, application form, price list, parameter difference table, mortgage interest rate table, quality price list, black pen, business card, 30% discount product, fully charged mobile phone, inventory check) and write down what you need to use every time you talk about bill in case you miss it next time.
Question 4. The sales consultant actively informs customers of the kinds of drinks available and asks them if they need drinks.
Analyze the problem:
1, the company's lack of resources is not within the scope of thinking.
2. Lack of teamwork spirit among colleagues. The further reason is that the business level among colleagues is uneven, and the demand for cooperation naturally decreases.
Solution: You can take the initiative to help your colleagues when you have time, but help depends on the time, sign the bill and try not to interrupt. Encourage mutual assistance and improve the overall service level.
Question 5. The sales consultant can introduce the key functions of the vehicle according to the customer's needs and emphasize the advantages and benefits of the product.
Analyze the problem:
1, and their professional knowledge needs to be improved.
2. The positioning of consumers sometimes determines the direction of the topic of chat. In third-tier cities and towns, citizens' consumption concept focuses on price, which leads sales consultants to ignore the importance of specialty.
Solution: Take 65,438+00 minutes every day and 65,438+00 minutes after lunch to learn professional knowledge, and consolidate the knowledge of six directions of vehicles once a week and organize it into a text version.
Question 6. Sales consultants actively invite customers to test drive and provide test drive services for customers in need.
Analyze the problem:
1. If there is no electronic file on the test drive table, it will often happen that the test drive table cannot be found.
2, afraid of trouble
3, their professional knowledge is not enough.
Solution: Check your own equipment and improve your professional knowledge and practical driving skills.
Question 7: Sales consultants actively recommend value-added services (extended warranty, credit, replacement, insurance, accessories) to customers and introduce value-added service policies to interested customers.
Problem analysis: I am not particularly familiar with value-added services. I'm afraid that after the introduction, the customer can't answer many questions, thus reducing the purchase intention.
Solution: study, study and then learn professional knowledge.
The above is my shallow analysis and understanding of the low-scoring items related to this mystery customer survey. There may be many loopholes and mistakes, because I haven't been in contact with this industry for a long time and I haven't been in contact with many aspects, so I can't accurately judge the behavior logic and starting point of others.
Sales Department: Pan Lianyin
Tel: 13539235222
20 17 12 19
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