1、寶馬客戶接待流程2008-11-02 13:05:02 閱讀 603 評(píng)論 1 ? 字號(hào)：大中小 ?訂閱寶馬客戶接待流程2008-08-22 11:06無(wú)論在BMV經(jīng)銷商的展廳內(nèi)還是在銷售區(qū)域內(nèi)，我們的客戶都希望得到專業(yè)化且適用 的建議。經(jīng)銷商展廳內(nèi)的客戶接待（流程）? 流程1 迎接并歡迎客戶?客戶接待人員接待客戶并將其領(lǐng)到銷售顧問(wèn)處。?銷售顧問(wèn)遞名片，自我介紹。2 提供附加服務(wù)向客戶提供適當(dāng)?shù)母郊臃?wù)：?茶點(diǎn)（咖啡、茶、礦泉水、果汁）?到訪期間提供兒童游樂(lè)設(shè)施3 探詢客戶的需求銷售顧問(wèn)主動(dòng)探詢客戶的需求，應(yīng)包括：?喜愛(ài)的產(chǎn)品和購(gòu)買愿望?購(gòu)買的動(dòng)機(jī)?興趣和愛(ài)好4 銷售顧問(wèn)介紹客戶需要的車型，著

2、重介紹該車型不同于其它車型的特性。5 查明客戶數(shù)據(jù) 銷售顧問(wèn)在適當(dāng)情況下詢問(wèn)到訪者姓名和地址。6 向客戶提供信息 如果客戶僅僅是為了詢問(wèn)信息而來(lái)，則提供相關(guān)的資料。?產(chǎn)品目錄、報(bào)價(jià)單、 SE?解釋BMW經(jīng)銷商提供的產(chǎn)品和服務(wù)范圍7 安排后續(xù)活動(dòng)?預(yù)約試駕事宜?預(yù)約拜訪事宜?詳細(xì)的產(chǎn)品信息8 記錄與客戶溝通的結(jié)果銷售顧問(wèn)在潛在客戶 / 客戶檔案中記錄與其談話的結(jié)果?客戶信息和與客戶溝通的結(jié)果?以電話或信件方式進(jìn)行跟蹤聯(lián)系?安排好的后續(xù)活動(dòng)經(jīng)銷商銷售區(qū)域內(nèi)的客戶聯(lián)系（流程）? 流程1 選擇要拜訪的客戶銷售顧問(wèn)定期選擇潛在客戶或客戶并給他們打電話2 為拜訪做準(zhǔn)備?考慮如何開(kāi)展談話（從個(gè)人信息入手）?

3、選擇適當(dāng)策略（根據(jù)現(xiàn)有信息做出判斷，例如潛在客戶曾表達(dá)出的興趣，現(xiàn)有車型等）?時(shí)間規(guī)劃（確保為每次拜訪都留出充足的時(shí)間）3 拜訪前是否提前通知？拜訪前是否提前通知客戶需要根據(jù)具體情況決定。避免因“突訪”而打擾客戶。4 安排拜訪日期如果事先安排要拜訪客戶，且已通過(guò)電話預(yù)約?以專業(yè)方式進(jìn)行交談?根據(jù)客戶情況安排拜訪時(shí)間5 以專業(yè)方式進(jìn)行交談?代表經(jīng)銷商介紹自己（遞交名片）?從個(gè)人（私人）話題展開(kāi)談話（準(zhǔn)備）?掌握客戶的基本情況（購(gòu)車規(guī)模、購(gòu)買習(xí)慣等）?發(fā)現(xiàn)客戶的特殊需求?提供可行的報(bào)價(jià)?提供所有信息資料6 客戶是否對(duì)購(gòu)買新車感興趣？7 安排后續(xù)活動(dòng)?安排下次拜訪的日期?預(yù)約試駕事宜?信息資料8 記

4、錄與客戶 / 潛在客戶的聯(lián)系結(jié)果負(fù)責(zé)客戶聯(lián)系的人員將通過(guò)電話會(huì)談得到的信息記錄在潛在客戶 / 客戶檔案內(nèi)。?客戶信息?聯(lián)系結(jié)果?安排好的后續(xù)活動(dòng)寶馬公司銷售部實(shí)習(xí)人員職責(zé)，工作流程和任務(wù)1、制定定性和定量的年度目標(biāo)(經(jīng)總經(jīng)理批準(zhǔn))。the qualitative and quantitative development of the annual targets (as general manager of approval).2、執(zhí)行并達(dá)到與總經(jīng)理協(xié)商的服務(wù)目標(biāo)，這些目標(biāo)涉及 SME服務(wù)忠誠(chéng)度、零件和維修車 間銷售，以及提高客戶服務(wù)質(zhì)量方面。And the implementation of

5、 the consensus reached and general manager of service targets, which related to SME, service loyalty, spare parts and maintenance shop sales, and improve customer service quality.3、分析服務(wù)市場(chǎng)潛力并確保發(fā)掘這種潛力Analysis of market potential and ensure that explore this potential.4、進(jìn)行調(diào)查，為服務(wù)部門(mén)評(píng)估區(qū)域市場(chǎng)和競(jìng)爭(zhēng)信息。Conduct a

6、survey for the services sector assessment of the regional market and competitive information.5、在考慮到競(jìng)爭(zhēng)環(huán)境的前提下建立一套適合經(jīng)銷商的獨(dú)特服務(wù)標(biāo)準(zhǔn)， 其目的在于針對(duì)目標(biāo) 市場(chǎng)。Taking into account the competitive environment under the premise of the establishment of a suitable dealers in the unique service standards, and aims to target t

7、he market.6在執(zhí)行內(nèi)部制定的標(biāo)準(zhǔn)/方針的同時(shí)，還要執(zhí)行BMW集團(tuán)為經(jīng)銷商服務(wù)部門(mén)制定的標(biāo)準(zhǔn) / 方針。In the implementation of the internal development of the standards / guidelinesat the same time, but also the implementation of the BMWGroup for the development of the services sector distributors standards / guidelines.7、進(jìn)行內(nèi)部維修車間測(cè)試并采取改進(jìn)措施，以便提高

8、服務(wù)質(zhì)量。internal testing and maintenance workshop to take corrective measures, in order to improve the quality of service.8、定期進(jìn)行內(nèi)部質(zhì)量評(píng)估regular internal quality assessment9、部署、實(shí)施并監(jiān)督市場(chǎng)和廣告活動(dòng)，在這一過(guò)程中要考慮到BMW集團(tuán)的活動(dòng)以及特殊的市場(chǎng)環(huán)境。Deployment, implementation and supervision of marketing and advertising activities, in t

9、he process taking into account the BMW Group's activities, as well as special market environment.10、使用公司專用的 IT 系統(tǒng)優(yōu)化服務(wù)程序組織The use of company-specific procedures for IT systems optimization services organizations.11、確保維修車間的持續(xù)利用率并監(jiān)督人員配備與工作安排情況。Ensure sustainable utilization of plant maintenance and

10、 supervision staffing and organization of work.12、根據(jù)BMW集團(tuán)方針和客戶定位實(shí)際情況組織并檢查產(chǎn)品召回、保修和商譽(yù)保修處理情 況。According to the BMW Group principles and the actual situation organizations, positioning and inspection product recalls, warranty and goodwill warranty handled.13、為服務(wù)部門(mén)員工創(chuàng)建并更新組織機(jī)構(gòu)圖與工作描述For the services sector

11、 staff to create and update organizational chart and job description.14、負(fù)責(zé)計(jì)劃并執(zhí)行服務(wù)部門(mén)內(nèi)的人事要求(招聘 / 解雇)。Responsible for the planning and implementation of services within the department, personnel requirements (recruitment / dismissal).15、激勵(lì)服務(wù)部門(mén)員工，定期與員工進(jìn)行內(nèi)部討論。Incentive service sector employees, and staff

12、 to conduct periodic internal discussions.16、促進(jìn)服務(wù)部門(mén)員工培訓(xùn)，包括安排日期與措施。Staff training to promote the services sector, including arrangements for the date and measures.17、策劃并實(shí)施服務(wù)措施。the planning and implementation of services18、經(jīng)總經(jīng)理批準(zhǔn)，在外部以及涉及經(jīng)銷商處其它部門(mén)時(shí)，合法代表服務(wù)部門(mén)。the general manager of approval, as well as ex

13、ternal involving dealers in other sectors, the legitimate representative of the service sector 19、組織、監(jiān)督并評(píng)估經(jīng)銷商內(nèi)部服務(wù)的關(guān)鍵數(shù)據(jù) / 指標(biāo) Organization, monitoring and evaluation of internal service distributor of key data / indicators.20、支持部門(mén)間的合作，例如新車銷售 / 零件、電話營(yíng)銷與激勵(lì)活動(dòng)等。support for the cooperation between the depa

14、rtments, such as car sales / parts, telephone marketing and incentive activities.21、確保使用一個(gè)路線指示牌系統(tǒng)，該系統(tǒng)應(yīng)標(biāo)注有服務(wù)停車位和符號(hào)(與用于服務(wù)部門(mén) 的BMW集團(tuán)CI標(biāo)準(zhǔn)相符)。to ensure that the use of a road signage system, which services should be denotedwith parking spaces and symbols (for the services sector in line with standardsof t

15、he BMW Group CI).22、根據(jù)廢品處理規(guī)定檢查是否正確處理和存放廢品及廢料。According waste processing requirements check for correct handling and storage of waste and scrap23、與合適的公司簽定廢品處理合同并檢查這些合同的執(zhí)行情況。signed with the appropriate waste processing contracts and inspection of the implementation of these contracts 24、監(jiān)督是否遵守環(huán)保與廢品處理規(guī)

16、定 monitoring compliance with the environmental protection and waste processing requirements25、監(jiān)督并組織服務(wù)部門(mén)內(nèi)的工作及清潔情況。the service sector and the organization of supervision of the work and cleanliness26、確保遵守工作安全與事故預(yù)防規(guī)定。to ensure compliance with safety and accident prevention regulations27、委托供應(yīng)商提供外部服務(wù)，并監(jiān)督進(jìn)度和質(zhì)量情況。Commissioned by external service providers, and to monitor the progress and quality.28、計(jì)劃并檢查維修車間設(shè)備、所用資源和工具。plan and CHECK workshop equipment inspection, maintenance, resources and tools.29、為服務(wù)