2012年神秘访客数据报告——第二季度.xls

数据报告1 预约环节service appointment 接待环节Reception 制单环节Document making 客户关怀环节Customer care 交车环节Vehicle delivery 跟踪服务/Follow-up service 经销商代码 服务站代码 事业部 小区 经销商名称 样本量 总评分 环节评分 1.经销商有一汽-大众预约专线，有专人接听预约电话，预约电话未被转接The dealer had the appointment booking line of FAW-Volkswagen, and the appointment booking specialist was arranged to answer the phone, thus the appointment booking call was not transferred 10.客服代表主动提醒您来店时携带相关文件The service advisor actively reminded you to bring related documents. 11.预约结束后，客服代表感谢您的来电；电话挂断后，向您发送预约成功确认短信The service advisor thanked you for your calling at the end of the call, and sended text message about successful appintment booking. 12.服务顾问在预约时间前1小时再次和您确认The service advisor reminded you about the appointment one hour before the scheduled service. 2.预约电话在10秒内有人接听The telephone was answered within 10 seconds 3.客服代表主动问候、告知经销商名称并介绍自己The service advisor greeted the customer by dealers name and introduced himself/herself 4.客服代表主动询问您的相关信息（您的姓名、车牌号、行驶里程、您喜好的联系方式）The service advisor took the initiative to ask about your relative information (name, plate No., mileage and perferred contact method) 5.客服代表主动询问您的维修/保养需求The service advisor took the initiative to ask your needs of maintenance/ repair requirement 6.客服代表主动询问您对预约时间的要求并推荐两个可用的预约时间供您选择并最终与您达成一致The service advisor actively inquired your requirment for appointemnt time, recommended two options, and finally arranged the appointment with your agreement 7.客服代表主动询问您有无指定的服务顾问，若无，则推荐并告知服务顾问姓名The service advisor inquired actively about whether you have specified Service Consultant, otherwise he/she recommended one and told you about his/her name 8.客服代表主动告知预估维修/保养所需的时间和费用，并告知您“最终价格以来店时诊断确认的为准”The service advisor informed you actively about the estimated time and cost for maintenance/repair, and told you that the final cost should be confirmed after car checking. 9.客服代表就预约事宜再次与您确认The service advisor confirmed with you repeatedly about appointment booking. 13.维修站容易驶入和驶出It was easy to get in/out the workshop. 14.门卫主动问候、询问