I. Business registration
1, business reception is the only department that has the right to pick up the car. All vehicles that come to our factory for maintenance must be audited by the business department through the power of attorney for the customer's vehicles and customer's maintenance intention before the operation can begin. Without industrial and commercial registration, no one is allowed to enter the factory for maintenance for any reason. Customers who come to this station to repair their cars will park their cars in front of the business hall.
2. Business reception should fill in the contents of the power of attorney: the customer's contact telephone number, address, vehicle model, license plate number, 17 digit code, odometer reading, insurance validity period, maintenance items, delivery time calculation, and items accompanying the vehicle (cash, mobile phone briefcase and other valuables are notified to the customer to take away).
After the inspection, please ask the customer to sign the power of attorney.
4. Quickly pave the four guarantees (steering wheel cover, foot pad, seat cover and gear lever cover).
5. Inform the workshop staff to pick up the car, and personally hand over the car keys and power of attorney to the indirect car driver.
Second, the indirect car maintenance and maintenance
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2. If the replacement parts are confirmed in the power of attorney, each team can go directly to the parts library to get materials; If the maintenance project needs to be picked up, the competent team should fill in the purchase requisition, and the materials can only be picked up from the parts department after the business approval. If the parts department does not receive materials, it should organize personnel to purchase them quickly. After purchasing the materials, you should inform the main team in the shortest time.
3. If new maintenance items are found during maintenance, the business reception will be informed immediately, and the business reception will inform the customer, and the operation can only be started after the customer agrees; If the customer does not agree to maintain the new project, the main team will stop the new project.
4. If there are car body panels and painted cars, after the car body panels are completed, they should be submitted to the painting specialty for inspection according to the quality inspection standards of car body panels, and the painting operation can only be started after they are qualified.
5. If the major teams find that the delivery time is delayed during the maintenance operation, they will inform the business reception as soon as possible, and the business reception will be responsible for negotiating with the customer to re-determine the delivery date of the vehicle.
Third, the workshop quality inspection
1, all major teams must carefully check all the vehicles that have been repaired in the workshop, check whether all the maintenance items on the power of attorney have been completed, whether all the disassembled parts have been restored, and whether the working conditions of the vehicles are up to standard, and then hand them over to the team leaders for inspection.
2. The team leader shall carefully check the maintenance contents of the vehicle and go out for a road test when necessary. If quality problems are found, the maintenance vehicles will be returned to the major teams for re-operation and informed of the problems. Team leader should record the specialty and license plate number of unqualified vehicles in order to improve the work.
3. After the team leader passes the inspection, send it to the technical director for inspection. After inspection, the director will return to the workshop again and inform the vehicle of the problem, and then record the person in charge and license plate number of the unqualified vehicle. If the directors pass the inspection, they shall sign the power of attorney for confirmation.
4. Put the vehicle upright in the vehicle completion area and remove the four guarantees. Make sure the vehicle doors and windows are locked, and then hand over the car keys, power of attorney and purchase orders to the business reception.
Four, parts department procurement and outbound
1, after receiving the purchase order from the main shift in the workshop, the department will give the materials out of the warehouse according to the purchase order, and strictly abide by the delivery regulations; If there is no material in the warehouse, the head of the parts department will buy it with a purchase order.
2. Each team should pay attention to check the quantity and quality of accessories when picking, and sign the corresponding column of the outbound order to prove that they have picked.
3. When the spare parts brought out from the workshop are returned to the warehouse, they can only be returned to the warehouse after being inspected by the workshop supervisor. Spare parts department keeps the returned spare parts and pastes them to indicate the reasons for the return.
Verb (short for verb) Check out and leave the factory.
1, the business reception receives the power of attorney, purchase requisition and car keys for vehicle maintenance, and checks all maintenance information, especially the delivery records of the warehouse. After checking, it prints out the statement and gives it to the cashier together with the car keys.
2. If the cashier doesn't understand anything, he can check with the business department, workshop and warehouse. Only after the checkout can the cashier check out and fill out the exit form. Give the car keys and the export slip to the customer together. And kindly say "bon voyage".
For some reason, the general manager needs to sign the statement for free.
2/kloc-0 Since the beginning of the century, with the increasingly fierce competition in the automobile industry, in addition to the traditional automobile trade market, China's automobile sales market has also appeared in many forms, such as supermarket-style hypermarkets, automobile streets, franchised dealers, franchise stores and so on. At present, major domestic automobile manufacturers have set up franchisees (or specialty stores) in major cities across the country. All manufacturers have put forward requirements for authorized franchisees (or specialty stores) to build 4S stores, such as construction standards, investment scale and opening time. At present, with the launch of new models, 4S stores will grow like mushrooms after rain.
First, the meaning of 4S shop
The so-called 4S refers to vehicle sales, spare parts supply and marketing, after-sales service and information investigation. It is also an automobile sales and service enterprise that integrates these four functions.
4S shop business scope
1, the business scope of 4S shop includes: spare parts supply, vehicle sales, after-sales service and information feedback.
2. Accessories supply includes: domestic sales and export sales.
3. Vehicle sales: retail, group purchase and second-hand car replacement.
4. After-sales service: maintenance, warranty, maintenance and insurance claims.
5. Information feedback: product quality feedback, market information feedback and technical information feedback.
"Four in One" and the Formation of 4S Shop Concept
After several years of fierce fighting and tempering in the automobile sales market, and drawing lessons from the mature experience of foreign automobile manufacturers, several representative automobile manufacturers in the domestic market have put forward practical sales service purposes and concepts. For example, in the "butler service" of FAW car, users are considered as "owners", and factories and sales service personnel are "butlers", and "butlers" should always be in front of "owners". Shanghai Volkswagen has implemented the "Customer Satisfaction Project" for many years and put forward the slogan of "selling products and services". FAW-Volkswagen put forward the concept of "one center, six supports", that is, customer-centered, market-oriented, leading in technology, international in quality, competitive in cost, best in marketing service network and best in cooperation and communication; Dongfeng Citroen adheres to a service concept: "trouble yourself and facilitate users". It is required to achieve three "100%": timely service 100%, thoughtful service 100% and reasonable fees 100%. From the above purposes and concepts, it is not difficult to understand that in order to establish a good brand, in addition to the requirements of product technology and quality, in today's increasingly fierce competition and challenges in the automobile market, "customer first" will be mentioned in a more important position. According to the 4S model, it is an important measure to be closer to users and serve them well in an all-round way. The advantages of 4S stores are: the interests of manufacturers and distributors are the same, which reduces the conflict between intermediate links and responsibilities, is easy to implement complementary strategies, and is extremely beneficial to market promotion, after-sales service and maintenance, and realizes professional management of fewer types of accessories.
Present situation of 4S shop construction
Comply with the hardware construction requirements and service standards of various manufacturers:-car exhibition hall with luxurious decoration, elegant style and comfortable environment. The hall can be divided into the following functional areas: automobile exhibition and sales area, consulting service area, maintenance service reception area, parts exhibition and sales area, and user rest area (some even set up children's paradise); There is a VIP room, negotiation room, manager's office and conference room on the second floor.
The exhibition hall, spare parts warehouse and maintenance workshop can be adjacent to each other, which not only ensures the continuity and effective cooperation of each link of after-sales service, but also allows users to handle all the business in these three adjacent business areas quickly, including purchasing spare parts and paying, thus shortening the workflow.
The maintenance workshop is the most important part of after-sales service, where there are humanized workshop space, high-efficiency and high-precision equipment and diagnostic testing instruments.
Adopt advanced management mode and spare parts warehouse networked with manufacturers to achieve accurate ordering, rapid warehousing and flexible payment.
Establish electronic computer system: realize the internal and external networking of automobile sales, parts supply and marketing, service reception and settlement, business management and other systems. Some people describe the 4S shop as "give us the keys, and then we can sit in the beautifully decorated lounge, drink coffee and listen to music, and wait for the car to be repaired", which may not be an exaggeration.
In the automobile sales market, the sales models of 4S and 5S are no longer news, but you may not have heard of the concept of 6S. Recently, the reporter learned exclusively from relevant parties that Sichuan Kangfugaode Automobile Service Co., Ltd., the first automobile 6S shop in China, which was jointly established by Singapore Kangfugaode Group and Sichuan Yin Xin Automobile Trading Company, will open its doors to welcome guests in the near future. Its opening marks that China's automobile sales are moving towards the 6S era.
It is reported that Singapore Kangfugaode Group is the second largest land passenger transport company in the world. Ma Jun, vice chairman of Sichuan Kangfu Gaode Automobile Service Co., Ltd., told reporters that with the maturity of the market, the consumer psychology of users is becoming more and more mature, the needs of users are diversified, and the requirements for products and services are getting higher and higher. The change of market and user's demand challenges the original agency sales system. 6S stores can better meet the needs of the market and users, and provide better and better services. 6S will be a brand-new model of automobile sales in the future.
It is understood that 6S shop is a "four-in-one" automobile joining mode, including vehicle sales, spare parts, after-sales service and information investigation. The 4S store was imported from Europe to China after 1998. Because it has established close production and sales relations with various manufacturers, and has the advantages of beautiful shopping environment and strong brand awareness, it was once imitated by many domestic manufacturers, especially in the last two or three years, in the automobile sales market in China, 4S stores almost monopolized the whole sales market. It is understood that Sichuan Kangfu Gaode 6S automobile sales store mainly deals in Mitsubishi imported series of brand cars. At present, the store not only has the functions of vehicle sales, spare parts, after-sales service, information feedback and so on. Moreover, it broke through the tradition and added two S's to the sales model of automobile 4S stores, namely second-hand exchanges and schools. In particular, the maintenance training school will regularly recruit a group of potential students for training, and the training teachers are all composed of first-class famous teachers with rich practical experience in China. After the trainees pass the training, outstanding maintenance talents will be sent to Singapore companies to engage in relevant automobile maintenance work, and the other part will stay in the 6S shop to enrich the maintenance force.