1. Establish a service-centered business philosophy and a service-centered business management model.
● Only service is the real product of automobile 4S shop. The choice of automobile brand is determined by the efforts of automobile manufacturers, but the choice of which dealer to buy is determined by the service of automobile 4S shop. If we want to build our service brand, we must start from the service creator-enterprise employees.
● Employees should be trained in business philosophy, corporate culture, service awareness, service attitude, service professional level and professional technology. Enterprises should establish a complete service training system and related teaching materials.
● The training team has an atmosphere of experience sharing and promotion, which can be divided into sales, customer service, maintenance, beauty installation and other teams to share successful cases, requiring everyone to summarize, communicate and improve their work.
● Maintain the stability of the service team. The loss of an excellent service staff will take away the company's customers, which is a great loss for the company. Companies should serve their employees well from the aspects of employee treatment, training and promotion, incentive system, etc. Car 4S stores should establish the concept that "companies should serve their employees well, and employees can serve their customers well" to create the stability of service teams.
2. Strengthen customer relationship management, tap customer resources, establish a customer relationship management system and related management systems and execution, timely transform sales customers into after-sales customers, provide customers with timely and effective "one-on-one" services, and effectively communicate and manage customers.
The strict control of cost and expense should establish the concept of cost among all employees, so that the cost and expense control indicators can directly reach the relevant responsible persons, and at the same time, establish corresponding incentive policies, so as to establish an inevitable connection between cost and expense control and employee bonuses.
3. Focus the profit growth on the aftermarket and increase the profit growth point.
As a 4S shop, the profit of vehicle sales will be lower and lower, which is the trend. The profit will be mainly concentrated in the aftermarket: maintenance, maintenance, beauty installation, especially beauty installation, has been ignored. Basically, customers do what they want and will not take the initiative to sell. In-depth excavation of automobile-related services, adding new service items, so that people do not have me, and people have me.
4. Service consultant team building
The level of service consultant team is directly related to the maintenance business volume of stores. Relevant incentive policies should be formulated from the aspects of service attitude, professional level, output value and the number of pick-up stations. , so as to improve the enthusiasm and professional level of service consultants.
5. Build a maintenance star engineer
The automobile industry has always been dominated by automobile sales, and various appraisal activities of automobile sales personnel by news media have emerged one after another, but automobile maintenance has been in a cold state in recent years. In recent years, the investment in automobile maintenance has been increasing. Therefore, firstly, building a star-rated maintenance engineer in a 4S shop to show customers high-quality maintenance technology and service level will help improve the reputation of enterprises, dispel customers' concerns and promote the steady growth of in-store maintenance.
6. Strengthen the execution of the relevant management system of the maintenance station.
Manufacturers have detailed regulations on the management system of maintenance stations, but the execution of the system is different, especially for maintenance stations. In order to show our service and technical level to customers, the maintenance station must integrate quota management, kanban management, process flow, quality control, tools and materials management into daily business activities as required, making it a behavior habit of the maintenance station and making customers feel that the maintenance station is orderly, rhythmic and attentive.
7. Build your own service brand
At present, it is difficult for a single 4S store to break through the restrictions of manufacturers and establish its own brand image. It is necessary to do an article in the aftermarket of automobiles. From the strategic point of view of the company's development, we can establish a chain operation system of quick repair, maintenance and beauty installation, and establish a chain store in Guangzhou by joining the chain. As far as the market competition trend of the whole automobile industry chain is concerned, automobile after-sales service maintenance is the most important link. If enterprises want to practice and have strong competitiveness, they must establish their own brand of fast repair and maintenance beauty chain management system. This is the foundation for automobile service enterprises to become bigger and stronger, and it is also the key point to shape their own image and participate in the competition in an invincible position.