参考图例Reference photos
Dept
部门：DS Sales DS 销售部 .Area
区域： 4S store 4S 店 .DS 4S店卓越体系：2. 尊享客户接待
DS 4S Excellent System: 2. Honorable reception
Date
日期： .
Who 负责人： .步骤Steps
行为标准
Action standard
语言标准
Words standard
关键点（◆服务质量，◎技巧）
Key Points (◆Service Quality ，◎Know-how)
参考Referenc
e
审核结果Audit Result
1
1.0
客户主动致电展厅“您好，DS<；城市名><；店名>店，我是品鉴顾问**，请问有什么可以帮助您？”“请问您贵姓？”
“希望您能来我们4S 店看看，我们的地址是…，我随后会把我们店的详细地址发短信给您”
“感谢致电，如有其它需要请随时与我联系，再见！”
◆语言温和，亲切；
◆电话必须带来电显示功能，并记录下客户称呼、电话等信息；
◆必须有邀约客户来店的语言；
◆需保持客户致电在9:00~20:30时间内100%被接听，如遇热线无人值班的特殊情况，需设置来电转接。如顾客决定来店，务必将4S店详细地址以短信方式发给客户
1.1电话邀约客户进店洽谈（如为销售线
索）；Inviting customer to store by phone.(If sales leads)电话邀约客户再次进店（如为展厅客流）Inviting customer to store again(If exhibition leads)销售线索：“您好，我是**DS 店品鉴顾问**，上次您留下了您的联系方式，您现在方便吗？请允许我详细为您介绍一
下DS……”Sales leads: "Hello, I'm ** DS store **, as you are interested so you left your contact last time, pls let
me introduce DS……to you"印刻
展厅客流：“您好，我是**DS 店品鉴顾问**，感谢您在*月*
日时光临我们4S店，不知您还有什么不清楚的地方/您是否还想进一步了解我们的品牌……”Exhibition communication: "Hello, I'm ** DS **, thanks for
welcome to our store in **, do you have ?◆语言温和，亲切；
Speaking softly and considerate;
◆主动提及上次客户没有了解到的信息点或新的促销活动，引
起客户兴趣；
Introduce some news or sales promotions to led to the
customer's attention
◆如客户表示不方便接听电话，或不愿继续了解详情，需礼貌
结束通话，改日再联系。
If customer is not in convenience to answer the phone or doesn't want to know more, should hang up politely.◎如为已接待客户，需事先在Pad 上设定预约再次进展厅时间
As for the reception of the customer, need to advance on the Pad to t an appointment time again into the show room
1.1
1.2
顾客进入店区域，保安敬礼并引导客户停车（如开车）
Security salute as well as guide
customer into store(Lead customer to parking area while customer driving)如遇雨天或过热晴天，保安（或顾问）需为客户撑伞至客户进入展厅Security(or consultant)should unfold umbrella and lead customer to
exhibition area when encounter rainy or sunny day.
保安：欢迎光临，先生/女士请问您贵姓？这边请
Security: "Welcome, Mr/Miss, may I have your family name? Mr/Miss**, This way, plea"
◆保安着装干净整洁，以白色保安制服为佳
Security should dress neatly and clean, white uniform is preferred.
◆保安敬礼姿势及引导停车手势标准，刚劲有力
Security should salute/lead gesture should follow standard and powerful
◆如询问到客户称呼，立即用对讲机告诉展厅内接待人员Security tell reception staff inside once got customer family name by intercom
◎展厅内人员收到信息后，需出门迎接客户
Reception staff should go out to welcome customer after getting customer information.
1.21.31.4
1.3
顾客即将进入进展厅，即微笑走向顾客，并给客户开门
walk to customer with smile and个人简历封面模板
saying welcome when customer step into the store
前台及其它人员：您好！DS**店欢迎您！ welcome to DS!
品鉴顾问：“DS 欢迎您的（再次）到来……请问您想先看看车，还是坐下来休息一会儿”
◆保证声音温和，给人以亲切感
◆所有遇到客户的工作人员均需要致问候语◆微笑，正视顾客
smile and look at the customer
◆如果下雨，提醒客户小心地滑
pay attention to the floor when customer comes in the store to prevent he from slipping if rainy day. 1.4
1.4
引导顾客就坐或看车
如何破解密码
guide customer to sit or to e the cars X 先生/女士，这边请，请坐/请看这边Mr./Miss XXX, this way, plea.Take a at/e here, plea.
◎如顾客手提行李，先帮顾客接行李；
母亲活着真好sales consultant should judge customer wants to e car or take a at first.
◎判断或询问顾客是想先坐下还是看车
if customer has luggage's in his hand, sales consultant should carry them for customer first.
1.5
1.5
自我介绍、询问顾客的称呼及来店意图
如果是已认识的顾客，应向顾客握手lf-introduction, then ask customer's name.
shake hands with customer if his name is recorded
我是DS 品鉴顾问XXX ，这是我的名片，很荣幸为您服务，请问您怎么称呼（如保安未传达）？
I am a DS sales consultant. It is my honour to introduce the DS cars to you. This is my business card. You can call me XXX. May I have your name, plea?
（如找其它顾问）您请先这边坐，我马上去叫我同事，请稍等。
(If find other consultant) Plea take a at, I will find him/she, waited a monument, PLEASE.
（如直接看车）您想看的车是那台，这边请。
◎向顾客介绍自己，并留下顾客的联系方式
introduce yourlf and keep customer's contact information ◎语气温和，留下良好的第一印象
Speak softly to make a great first impression.
1.6
走路上学电影
22.1
引导顾客到座位旁边，伸手示意入座guide customer to rest area to take a at stretching out his hand
您请坐
this way, take a at, plea.
◆伸手时手心向上
palm up when stretching out the hand.◆顾客坐下之后，自己再坐下
Sit down after customer sits down.
2.2
茶水供应询问
water reception asking
X 先生/女士，您需要喝点什么？我们这里有咖啡，茶…MR./Miss XXX, would you like something to drink? we have coffee, team, pure water…
◎由另外的人去倒水，品鉴顾问始终陪伴顾客；
don't leave customer alone, other sales consultant should rve the water for customer.
◆如客户有陪同人员，需一同询问◆保持品鉴顾问的口气清新
For fresh breath, sales consultant should drink tea or water instead of coffee.
2.1
2.3
陪同人员关注，如有小孩，可提供Pad 供娱乐，或引导其进入儿童区玩耍Reception stuff provide Pad for
customer kids entertainment or lead kids to children's ction to play.先生/女士： 您需要喝点什么呢？
Gentleman/Lady: What would you like to drink?小朋友，给你这个玩/到这里玩好不好？
Hi ,kids, it's for you to play with?/would you like to come and play in here?
◆了解陪同人员与客户的关系
Acquaintance the relationship between accompany stuff and customer
◆与陪同人员有眼神交流
Have eye contact with customer ◆关注陪同人员的感受
Care about customer's feelings
2.4
客户参观展厅其它区域，需陪同客
户，与客户保持1M 左右的距离，不可时刻尾随
Accompany with customer to visit
other areas in exhibition hall, about 1m distance to customer.（精品区）DS 的设计师将法式浪漫体现到极致，从我们的精品就可见一斑。
(Competitive products area) DS designer prent French romance to extremes, it showed on our competitive products
（售后接待区）如您购车后，即可享受我们“敢超越，享无忧”的专属一对一服务
(Aftersales reception area) If you choo our products,
you could enjoy our one to one rvice" Dare to surmount,enjoy worry-free"
◆让客户从各种角度感受DS 良好的展厅氛围。
◎如果顾客对DS 品牌不熟悉，应该简要介绍DS 品牌的历史与最新新闻（打开DS 新闻的网页或提供DS 新闻的报刊）
if customer is not familiar with DS brand, sales consultant should give a briefing of DS history and latest news. (Open Website or provide newspapers with DS news)
2.42.52.6
33.1
陪同顾客走出门口，感谢光临
walk with customer to the gate and thanks for coming 目送客户离开店区域
X 先生/女士，期待您的再次光临，再见MR./Miss XXX, thanks for coming.
◆回想并帮助客户取回进门时所带的行李，提醒客户不要遗忘东西
Check if customer take all the things as he brought to store.◆送客户至停车处，或送客户至店区域门口Send customer to parking or out of the store
3.1
3.2
握手言别
中国科技大学分数线
shake hands and say good bye
希望有机会与您再次相见。如果您对DS 有任何疑问或需要，欢迎您随时联系我。
Hope to e you again. If you have any questions or needs for DS, you can call me directly.
◎保证留下顾客的联系方式以便电话回访
Ensure the right contact information of customer and call back.
◎对有意向而尚未购买DS 汽车的顾客，可以赠送一些DS 画报或小礼品以留给顾客好印象，并定期电话回访。
Sales consultant should nd DS pictorial or some small gifts to potential customer to leave good impression and make a plan to call him again.
3.1
3.3
收拾洽谈桌，准备迎接下一个顾客clean the table and chairs, ready for next customer
◆在PAD 上记录并整理详细的客户信息，对客户的意向级别做出判断，制定之后的跟踪计划
Record customer information in PAD, distinguish customer's requests to different levels for further follow up. 3.2
3.3
审核结果分为“高于标准”、“符合标准”、“需要改善”
(高于标准= √ 符合标准=◎ 需要改善=×)
小饰物Results are "Above standard", "Respect standard", "To be improved"
迎接顾客 Welcome customer
接待顾客 Reception customer 送别顾客 Seeing off customer
1.1
1.2 1.3
1.4 1.5 1.6
2.1 2.2 2.3
2.4
2.5 2.6
带色的成语3.1 3.2 3.3
