The work flow of a car 4S shop maintenance receptionist is as follows: 1. The business hall receives customers who come to the company for repairs.

2. Accepting business: asking customers about their intentions and requirements; technical diagnosis; quotation, deciding whether to enter the factory, or making an appointment for repair or diagnosis quotation; sending customers to leave the factory.

3. Send the repaired vehicle to the workshop for cleaning and go through the vehicle delivery procedures.

4. During the maintenance period, solicit opinions and handle additional maintenance items: solicit opinions from customers and exchange work opinions with the workshop.

5. Take the completed vehicle out of the garage: Check the appearance and technical condition of the vehicle and related items on the vehicle.

6. Notify customers to pick up the car and prepare customer pick-up information.

7. The business hall receives customers who come to the company to pick up cars, guides customers to inspect the completed cars, reports the situation, handles settlement procedures, and sends customers off respectfully.

8. Customer tracking service.

Business reception work content regulations 1. The business hall receives customers who come to the company for repair or consultation business work content: (1) When you see the customer driving into the company gate, get up immediately, take your work tools (pen and repair order) and leave

Go to the side door of the cab of the customer's vehicle to greet the customer (smile and nod): When the customer walks out of the car door or lowers the window, you should first take the initiative to say hello to the customer and express welcome (usually say "Welcome!").

At the same time, give a brief self-introduction.

(2) If the customer's vehicle is not parked in the reception parking space specified by the company, the customer should be politely guided to park the car in place.

(3) Briefly ask the purpose of the visit. If it is a simple consultation, you can answer it on the spot, and then send the customer out politely and say hello (usually say "Please go away" and "Welcome again"). If diagnosis, quotation or factory repair are needed,

You should obtain the customer's consent before entering the reception hall to negotiate from the air; or let the customer go to the reception hall to rest first, and our staff will conduct testing and diagnosis before negotiating with the customer.

If the situation is simple or if the customer requires a genuine maintenance order or appointment order to be written on the spot, the procedures should be handled according to the customer's requirements.

(4) If you are a new customer, you should take the initiative to briefly introduce the content and procedures of our company's maintenance services to them.

(5) If it is a maintenance appointment, you should inquire about the situation and requirements as soon as possible, fill out the "Maintenance Order Appointment Form" and submit it to the customer; at the same time, politely inform the customer: please remember the appointment time.

Job requirements: Reception staff must be civilized and courteous, elegant and tidy, proactive and enthusiastic, and must give customers the first impression of "feeling at home".

When customers sit down and wait in the living room, they should take the initiative to pour tea and signal "tea please" to show that I am polite and sincere in hospitality.

2. Business inquiry and diagnosis work content: When customers raise maintenance requirements, our reception staff should listen carefully and attentively, and then answer the customer's questions in a professional manner and in layman's terms.

When the customer's vehicle requires technical diagnosis before making a maintenance decision, the guest room's consent should be obtained first, and then our personnel will start the technical diagnosis.

When the reception staff has difficulties with technical issues, they should immediately notify the full-time technicians of the technical department to quickly come to the reception parking space to assist so as to complete the technical diagnosis as soon as possible.

After the technical diagnosis is completed, a diagnosis certificate should be printed or filled out immediately. The location of the vehicle failure or problem should be clarified, and the diagnosis status and maintenance suggestions should be informed to the customer. At the same time, the test and diagnosis form should be submitted to the customer to allow the customer to further understand the condition of his or her vehicle.

Job requirements: In this link, our reception staff must be serious and meticulous, good at listening, and good at professional guidance: when detecting and diagnosing, their movements must be skillful, the diagnosis must be clear, and they must show the technical superiority and authority of our company.

3. Business negotiation work content: (1) Negotiate or propose maintenance items with the guest room, determine the maintenance content, pricing, delivery time, determine whether the customer has other requirements, and fill in the above contents one by one in the "Incoming Factory Maintenance Form",

Customers are asked to take a look and decide whether to enter the factory.

(2) After reviewing the "Incoming Factory Maintenance Order", if the customer agrees to enter the factory for repair, he should politely ask him to sign in the customer's signature column for confirmation; if he does not agree or makes an appointment to enter the factory for repair, the reception staff should take the initiative to inform and guide the customer to the factory for repair.

Go through the factory procedures at the cashier's office - get the "factory notice". If there is diagnosis or valuation by us, we should also notify the customer to pay the diagnosis or valuation fee; after completing the procedures, we should politely send the customer to the factory and say "Please go away"

,welcome again".

Job requirements: When negotiating with customers, you must be sincere, confident, considerate of customers, neither humble nor overbearing, tolerant, flexible, and adhere to the concept of "the customer is always right."

Do not express dissatisfaction with customers who are not repaired in the factory, and maintain a consistent friendly attitude.

4. Maintenance valuation work content in business negotiations: When determining maintenance valuation with customers, "system valuation" is generally used, that is, maintenance charges are based on the system involved in troubleshooting; if it is difficult to identify the system involved in the fault for a while, it can also be used

"Phenomena valuation" means charging for repairs based on the goal of troubleshooting. This method is risky, and our personnel should consider the risk value when pricing.

If the technical content of the repair is not high, or if there is a corresponding market price, or if the customer specifies repairs, you can use "project pricing", that is, charging based on the actual maintenance workload. This method sometimes cannot guarantee quality, so you should contact us in advance.

The customer makes necessary explanations.