宝马客户接待流程

1、宝马客户接待流程2008-11-02 13:05:02阅读 603 评论 1 ? 字号：大中小 ?订阅宝马客户接待流程2008-08-22 11:06无论在 BMW 经销商的展厅内还是在销售区域内，我们的客户都希望得到专业化且适用的建议。经销商展厅内的客户接待（流程）? 流程1 迎接并欢迎客户客户接待人员接待客户并将其领到销售顾问处。销售顾问递名片，自我介绍。2 提供附加服务向客户提供适当的附加服务：茶点（咖啡、茶、矿泉水、果汁）到访期间提供儿童游乐设施3 探询客户的需求销售顾问主动探询客户的需求，应包括：喜爱的产品和购买愿望购买的动机兴趣和爱好4 销售顾问介绍客户需要的车型，着重介绍该车型不

2、同于其它车型的特性。5 查明客户数据销售顾问在适当情况下询问到访者姓名和地址。6 向客户提供信息如果客户仅仅是为了询问信息而来，则提供相关的资料。产品目录、报价单、 SE解释BMW 经销商提供的产品和服务范围7 安排后续活动预约试驾事宜预约拜访事宜详细的产品信息8 记录与客户沟通的结果销售顾问在潜在客户/客户档案中记录与其谈话的结果。客户信息和与客户沟通的结果以电话或信件方式进行跟踪联系安排好的后续活动经销商销售区域内的客户联系（流程）? 流程1 选择要拜访的客户销售顾问定期选择潜在客户或客户并给他们打电话2 为拜访做准备考虑如何开展谈话（从个人信息入手）选择适当策略（根据现有信息做出判断，例

3、如潜在客户曾表达出的兴趣，现有车型等等。）时间规划（确保为每次拜访都留出充足的时间）3 拜访前是否提前通知拜访前是否提前通知客户需要根据具体情况决定。避免因“突访 ”而打扰客户。4 安排拜访日期如果事先安排要拜访客户，且已通过电话预约以专业方式进行交谈根据客户情况安排拜访时间5 以专业方式进行交谈代表经销商介绍自己（递交名片）从个人（私人）话题展开谈话（准备）掌握客户的基本情况（购车规模、购买习惯等）发现客户的特殊需求提供可行的报价提供所有信息资料6 客户是否对购买新车感兴趣7 安排后续活动安排下次拜访的日期预约试驾事宜信息资料8 记录与客户 /潜在客户的联系结果负责客户联系的人员将通过电话会

4、谈得到的信息记录在潜在客户/客户档案内。客户信息联系结果安排好的后续活动宝马公司销售部实习人员职责，工作流程和任务1、制定定性和定量的年度目标（经总经理批准）。the qualitative and quantitative development of the annual targets (as general manager of approval).2、执行并达到与总经理协商的服务目标，这些目标涉及 SME 、服务忠诚度、零件和维修车间销售，以及提高客户服务质量方面。And the implementation of the consensus reached and general

5、manager of service targets, which related to SME, service loyalty, spare parts and maintenance shop sales, and improve customer service quality.3、分析服务市场潜力并确保发掘这种潜力。Analysis of market potential and ensure that explore this potential.4、进行调查，为服务部门评估区域市场和竞争信息。Conduct a survey for the services sector ass

6、essment of the regional market and competitive information.5、在考虑到竞争环境的前提下建立一套适合经销商的独特服务标准，其目的在于针对目标市场。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 the market.6、在执行内部制定的标准 /方针的同时，还要执行 B

7、MW 集团为经销商服务部门制定的标准 /方针。In the implementation of the internal development of the standards / guidelines at the same time, but also the implementation of the BMW Group for the development of the services sector distributors standards / guidelines.7、进行内部维修车间测试并采取改进措施，以便提高服务质量。internal testing and maint

8、enance workshop to take corrective measures, in order to improve the quality of service.8、定期进行内部质量评估。regular internal quality assessment9、部署、实施并监督市场和广告活动，在这一过程中要考虑到 BMW 集团的活动以及特殊的市场环境。Deployment, implementation and supervision of marketing and advertising activities, in the process taking into accou

9、nt the BMW Group's activities, as well as special market environment.10 、 使用公司专用的 IT 系统优化服务程序组织。The use of company-specific procedures for IT systems optimization services organizations.11 、确保维修车间的持续利用率并监督人员配备与工作安排情况。Ensure sustainable utilization of plant maintenance and supervision staffing an

10、d organization of work.12 、根据 BMW 集团方针和客户定位实际情况组织并检查产品召回、保修和商誉保修处理情况。According to the BMW Group principles and the actual situation organizations, positioning and inspection product recalls, warranty and goodwill warranty handled.13 、为服务部门员工创建并更新组织机构图与工作描述。For the services sector staff to create and

11、 update organizational chart and job description.14 、负责计划并执行服务部门内的人事要求（招聘/ 解雇）。Responsible for the planning and implementation of services within the department, personnel requirements (recruitment / dismissal).15 、激励服务部门员工，定期与员工进行内部讨论。Incentive service sector employees, and staff to conduct periodi

12、c internal discussions.16 、促进服务部门员工培训，包括安排日期与措施。Staff training to promote the services sector, including arrangements for the date and measures.17 、策划并实施服务措施。the planning and implementation of services18 、经总经理批准，在外部以及涉及经销商处其它部门时，合法代表服务部门。the general manager of approval, as well as external involving

13、 dealers in other sectors, the legitimate representative of the service sector19 、组织、监督并评估经销商内部服务的关键数据/指标。Organization, monitoring and evaluation of internal service distributor of key data / indicators.20 、支持部门间的合作，例如新车销售/零件、电话营销与激励活动等。support for the cooperation between the departments, such as ca

14、r sales / parts, telephone marketing and incentive activities.21 、确保使用一个路线指示牌系统，该系统应标注有服务停车位和符号（与用于服务部门的 BMW 集团 CI 标准相符）。to ensure that the use of a road signage system, which services should be denoted with parking spaces and symbols (for the services sector in line with standards of the BMW Group

15、CI).22 、根据废品处理规定检查是否正确处理和存放废品及废料。According waste processing requirements check for correct handling and storage of waste and scrap23 、与合适的公司签定废品处理合同并检查这些合同的执行情况。signed with the appropriate waste processing contracts and inspection of the implementation of these contracts24 、监督是否遵守环保与废品处理规定。monitorin

16、g compliance with the environmental protection and waste processing requirements25 、监督并组织服务部门内的工作及清洁情况。the service sector and the organization of supervision of the work and cleanliness26 、确保遵守工作安全与事故预防规定。to ensure compliance with safety and accident prevention regulations27 、委托供应商提供外部服务，并监督进度和质量情况。Commissioned by external service providers, and to monitor the progress and quality.28 、计划并检查维修车间设备、所用资源和工具。plan and CHECK workshop equipment inspection, maintenance, resources and tools.29 、为服务部