4S shop front desk consultant standard speaking（4S店前台服务顾问标准话术）

4S shop front desk consultant standard speaking（4S店前台服务顾问 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 话术） 4S shop front desk consultant standard speaking(4S店前台服 务顾问标准话术) Complain about the high fuel consumption; Dialogue should be: 1, economic consumption refers to the specific test conditions (no wind, road surface, etc.), the vehicle at the same speed of economic speed The average fuel consumption was calculated over a period of distance. 2, test fuel consumption, the real standard can not be in the city as the standard, because of waiting, traffic lights, air conditioning and so on will affect you Fuel consumption, 3, on the fuel consumption calculation method: it is recommended to fill up the tank, in better road conditions (high speed, etc.) drive one hundred Around the kilometer, fill the tank up again (and add it to the same position last time), divided by the amount of oil added second times Mileage, that is, one hundred kilometers of fuel consumption of the approximate value; 4, the factors affecting fuel consumption are many; whether the running in period; vehicle road test speed, road conditions, wind speed, load and so on; Driving habits and driving experience; the use of electrical power frequency (such as air conditioning, audio and so on); oil (93 unleaded gasoline Oil) 5, improve the vehicle fuel economy of the main points: reasonable control distance with the car, as far as possible to avoid emergency braking; not to the car The appearance of arbitrary modification; high speed, do not use closed air conditioning to open the window; vehicle avoidance A sudden acceleration, the sudden step on the gas; regularly on the car, air conditioning radiator, engine water tank surface cleaning; regular wheel Tire pressure is checked. Low pressure will increase the resistance of the vehicle; 6, your car is still running in the period, all parts of the car need to run in, fuel consumption will be slightly higher relative to build Discuss you after using a period of time to observe, thank you!! But why the manual is much higher than the fuel consumption? Dialogue should be: Your question is very understandable to us. The 100 km fuel consumption in the manual is a theoretical fuel consumption value. It is the value obtained when driving at reasonable speed (90KM constant speed) and in good condition. In your actual driving process, the actual driving conditions are very different from those of the ideal, for example: Idle for 1 minutes to 10-30CC combustion load 100 kg (city), increased fuel consumption of 0.5 liters /100 km 5 minutes can travel 1 kilometers away from the car idling too cold will be a waste of gasoline, should control the serious obstruction in 28 degrees Celsius in the air filter, will cause the gasoline mixture control side note speed, generally 90-100 km / hour, is frequently the most fuel-efficient brake will increase fuel consumption and therefore, we recommend that you pay attention to in addition to the above problems, can also be appropriate to record it; as a refueling 50L, driving the number of kilometers, traffic, speed and other driving condition etc.. If you record this several times, you will have a more specific data. The high price of accessories to complain Dialogue should be: Hello, I shop are pure manufacturers accessories, accessories are all through strict quality inspection, can make the vehicle to maintain the best condition in operation, but also can prolong the vehicle life, relative Deputy plant parts, due to supply channels, operating costs, 4S shop price of spare parts will be relatively higher, but enjoy the quality assurance for one year in my shop to replace the spare parts, deputy plant parts price is low, but now the auto parts market are fake, general dragons and fishes jumbled together, it is difficult to distinguish, so it is easy to buy inferior products, and automobile maintenance is a highly technical service, if you use the spuriousfitting or improper maintenance, easily lead to vehicle fault. Therefore, I suggest you still buy the factory parts. We complain about the high costs of working hours Dialogue should be: Hello, I shop all the maintenance projects are developed according to the factory warranty standard working hours, the labor standards, not just to see the actual construction time of maintenance, which includes technical difficulty, maintenance and construction of the fault inspection and other factors, but also in the maintenance process, from small to large screws, to operate each part of the vehicle. According to the standard data of vehicle production plant to operate, can ensure your vehicle to maintain the best condition for use, And then extend the service life of the vehicle, so it is recommended that you strictly in accordance with the requirements of manufacturers, regular visits to the 4S shop or service shop for maintenance and maintenance; I complained about the same problem several repair, the repair is not good (always belongs to intermittent fault). Dialogue should be: Hello, because some problems are intermittent, need to repeatedly test to confirm the cause of the malfunction, so every time you enter the factory, we will be dedicated to your visit is to follow the vehicle maintenance after your results, if there is still a problem, my hand will store your case to the manufacturer for positive feedback on the other hand, will also help you to consider other methods of maintenance. If because of technology, accessories and many other external causes of the delay, resulting in a guest Make a complaint: Dialogue should be: Hello! I understand your feelings very well. We are very sorry for the problems you have encountered. Allow me to explain it to you. In the process of waiting for you, our technician to do a comprehensive maintenance for your car, but now the problem is (corresponding to explain the reasons for the delay of the car), you also need to wait * hours, if you are in a hurry, then we can use the bus to take you to the destination. Agree to stop the complaint (key requirements in the site waiting for the) Please wait a few more minutes and we'll let you know when the maintenance process is made. Is that all right with you? Agree to stop the complaint Here is a complaint Sir / madam, would you like it, I have to tell us the situation of leadership, he also attaches great importance to the matter, if you have what other requirements, can we further communication with the leadership, I believe we will give you a satisfactory answer. But why not to start the car? Dialogue should be: Sorry, the bad start in summer is a real annoyance. If this problem arises, it is usually associated with poor fuel quality and carbon accumulation in the valve, which makes it difficult for the engine to establish normal cylinder pressure, so it is difficult to start. In severe cases, the valve rocker is broken. From a safe and economic point of view, it is recommended that you use premium gasoline, or use fuel additives recommended by the manufacturer, which will reduce valve carbon accumulation. But why can't I drive myself into the workshop or workshop to see if the vehicle maintenance process itself? Dialogue should be: We can fully understand your feelings, for you can rest assured the quality of maintenance, PAG maintenance workers are skilled technicians, and after inspection, we will do the inspection. You can take care of your affairs during this period of maintenance. If you have any questions, we will contact you in time. ... If the customer still insists on entering the workshop... In the workshop, the vehicle keeps moving and the lifting machine keeps lifting the vehicle up and down. From a safety point of view, we don't recommend you to enter the workshop. Also, you can imagine if each of our customers goes into the workshop to look at the dimension What will our workshop be like?! Besides, repairing cars is a very precise and careful process, Just like doctors doing surgery. If you are a doctor, there are a lot of people around you who will see you have an operation What feeling? If your brand accessories why not go? I am in the field, where I live without after-sales service center, maintenance is very inconvenient, can you sell accessories to me, I take back to repair? Dialogue should be: Your feelings are very clear to us, and other customers have had similar questions. Please let me explain. XX The car is a closed supply of spare parts, the purpose is to ensure that XX owners in XX can get Got the pure quality accessories of XX cars. As you know, the maintenance and maintenance of automobiles require a higher level of expertise, General non professionals are difficult to master, for the majority of PAG owners to ensure safety, manufacturers specify accessories No takeaway, in case non professionals provide inappropriate services to the owners of PAG, thereby endangering the owner Driving safety. The last time I replaced parts of high prices, the price of the accessories, back to the unit to the leadership cannot explain, parts prices change too fast, always in the change, can not change? Dialogue should be: Accessories prices drop in order to repay the majority of PAG owners of the factory's love, and save the use of car owners This. Your situation is very special, if necessary, we can PAG relevant instructions to your leadership, How do you like it? If my car had trouble, find the problems in your maintenance and inspection, while it took you a whole day, but I don't want to repair now, but you will receive my inspection fees, not to say that you XX testing is free of charge? Why do you charge me for testing now? Dialogue should be: Fault diagnosis and maintenance before is a key link of maintenance, especially to the high technological Difficult miscellaneous diseases. With extensive experience, you may also use a special tester. If accurate, fault is equal to maintenance Half way, therefore, according to the industry and manufacturers regulations, the appropriate collection of testing fees is reasonable. Why the maintenance shortly after and there is a problem? Dialogue should be: We are very sorry for the inconvenience caused by these problems. We'll be right with you The car is detected. There are many reasons for the car's failure, after the test results came out, We will give you a satisfactory answer and solution as soon as possible. But how do you repair, repair the same problem several times? Can you fix it in the end? Dialogue should be: We are very sorry for the inconvenience. We will make a comprehensive inspection of your car. Please feel free to worry about it, You will receive a satisfactory reply in the shortest possible time. (such as service station maintenance quality problems, and then make some apologies, and customer consultations, acceptable program. If it is not a service station maintenance quality problems, politely explain the test results to customers, get customer understanding, identify, and propose solutions. ) But I don't have an appointment, I will come to your own air service center? Dialogue should be: We can fully understand your feelings. But, sir, you only need flowers 3 days before A few minutes to confirm the time of your convenient repair can save you a few hours waiting for you Don't you think an appointment is really good for you? We often call, visit, customer trouble (especially those old customers to do regular maintenance). "My car is all right. Why do you always call?" I'm busy." Dialogue should be: I'm sorry to disturb you at this time! There are only two questions to take one minute of your time. The first question is whether your car is running well after maintenance (repair) The second question is, are you satisfied with our service? But why you time charge regional service center is not the same, some cheap or expensive? Dialogue should be: Thank you very much for asking this question. Because each region's industry regulations, price levels are different, so the PAG hours will vary slightly. But please be assured that all the PAG working hours are subject to the strict approval of the relevant departments of the state. If you have any questions about your bill, please feel free to contact us and we will give you a satisfactory reply as soon as possible. The same accessories, why in the market can buy, and the price is cheap? Dialogue should be: To ensure that you can use pure high-quality customer service service parts manufacturers, all the accessories are all up to the quality standard of PAG global, and market parts from different channels, quality and safety can not be guaranteed. At the same time, your replacement at PAG will be guaranteed for 1 years. "Safety and high quality" is our commitment to every customer. If my car is imported, now why stop supply, only for the domestic one? Dialogue should be: This is considered from two aspects: first, the domestic parts are strictly tested and tested, and the quality requirements are consistent with the imported parts (the quality of domestic parts is even better than the quality of imported parts). Second, the price of the domestic parts is lower than the imported parts, thus greatly reducing the customer's maintenance costs. Domestic piece quality is good, the price is cheap, how do you see? But why my car to change the assembly rather than repair? (as of a steering machine) Dialogue should be: XX auto parts release process according to the manufacturers, and combined with the status of China's auto repair technology, part of the replacement parts maintenance requirements, in order to ensure the safety of the use of PAG vehicles. For example, the replacement of the direction of the machine oil seal, the need for special tools and higher technical requirements, PAG generally can not guarantee the quality of repair, and therefore led to the direction of the machine oil leakage, failure, there will be great security risks. Of course, when the repair process is not high enough or the corresponding repair technology is guaranteed, the manufacturer will scatter the assembly as much as possible. If my car was relatively far away from the service center, service center can not change the oil? Dialogue should be: Of course, if you want to change the oil on your own, please pay attention to using the same grade of oil and change the filter at the same time. But we suggest you change the oil to PAG. Because, after PAG professional training of after-sales staff, will change the oil at the same time to check your vehicle, and make recommendations for maintenance, and the parts used are pure components. If a vehicle malfunction is caused by replacing the oil in the non PAG, additional damage will be added to you. But why use original parts? Why is the cost of work hours higher than other repair shops? Dialogue should be: In response to these problems, the standard answer has been established. All maintenance personnel can be answered in a unified manner so as to communicate with customers more effectively. Customers will also feel more comfortable and more trusting of your repair shop. 1. Today's vehicles use computer controlled complex electronic systems. The diagnosis and repair of this system requires technicians to undergo advanced technical training and require the maintenance shop to introduce equipment. We keep getting the latest information from the manufacturer, so you can get the best maintenance in our repair shop. For example, you only buy a screw, the original factory parts structure size precision in the threaded part, can realize tight engagement. We use is designed specifically for original parts. We believe we can provide you with quality service. If you give the vehicle to another repair shop, the warranty content may not be recognized. For the repair items listed on the warranty list, you may find that you spend more money on the final payment. If you let us serve, whenever the factory, we will be under the warranty ordinance for your repair. I believe you will get a lot of benefits, you say? Because we are authorized dealers, when we encounter customer dissatisfaction with the vehicle, we will report this situation to the manufacturer. The manufacturers will improve the vehicle according to this information and use the customer in the end to benefit from it. This is only for subsequent models; if the customer has purchased a vehicle failure, we will immediately find out why. As long as it is good for vehicle maintenance, we will do it. So you can see that if you let us serve the vehicle, you will eventually benefit. Why the time cost is so high? Dialogue should be: This may seem a little high; if you simply compare service fees with other repair shops, our hours are not the cheapest. But you have paid for the technical content. To be fair, we should compare the maintenance techniques of the two repair shops under the same conditions. May I take a few minutes of your time to explain it to you? We use the advanced technical expertise supported by the manufacturer's technical quality system certification to repair and provide maintenance services for the automotive technology education. The latest equipment we use can be quickly diagnosed and repaired. As you can see, our repair shop can always be kept clean. Your car should be served in a clean environment. At the same time, you know, if the technology is difficult to diagnose a rare fault accurately, he will look for the help of the workshop director or manager. Their extensive experience and the entire manufacturer's technical system can help technicians solve any problems. In a word, you can rest assured that we will have a careful overhaul of your car. In some repair projects, our fees may be higher than those of other repair shops, but our repair shop is reasonable in terms of the overall service, which will make you feel good about your value. Why we must use the original parts? Dialogue should be: Better quality and performance - in order to perform the initial design performance, the most important thing for each component is to play its intended function. The original parts must pass the most rigorous test by the manufacturer so as to guarantee their quality. Therefore, you can be assured that the parts will lead to a decline in vehicle performance or safety level. Durability and economy - because the competitiveness of non original parts is only their price, not their quality. They are not durable and have to be replaced frequently. Although you can't judge a part from its appearance, experience tells us that in the long run, the original parts are more durable and therefore more economical. But why there is electric (battery electric eye is green) cannot start? Dialogue should be: In fact, a green battery electric eye is only the surface of battery power, the battery has much power also need special tools to measure. It is like a dry battery that is widely used in life. When electricity is present, but the power is not enough, if you load a walkman, you can listen to radio music instead of listening to tapes. The car battery is the same, a green electric eye from any view on voltage voltage 12V~2V between May, if the voltage is lower than 12V too much, the car will not start Why the inflated tire pressure, the light is still on? Dialogue should be: The tire pressure monitoring system is a software driven system in which a software system detects the relative rotational differences due to the low tire pressure through a wheel speed sensor. When a tire is less than 82Kpa (12PSI) above the other tire pressure, the pressure monitoring indicator is lit. The tire pressure monitor must be reset when the 4 tire pressure is correct. This ensures that the reset tire pressure monitoring system will work properly. Under normal circumstances, the tire pressure monitoring system can be monitored within the range of 0~85KM/H. When the vehicle speed is greater than 85KM/H, the monitoring system function is closed. In addition to the tire pressure low, after re balancing tire pressure change, tires, replacement tires, wheels, should also be self-learning to reset the tire pressure monitor for a period of time, otherwise the system may be in motion will tire pressure monitor indicator light. In addition, the brake control module system is low in voltage, or the tire sensor line is in bad contact, or wet, or running continuously on uneven / slippery road surface will also make the tire pressure indicator light. Encounter this situation, please go to the service station for professionals to automatically debug the system for you. The front brake after the brake wear than how fast? Dialogue should be: The brake pads wear fast and are generally related to the frequency of use and the force on the brake pads. The braking frequency of the front and rear brake pads of the same car is almost the same, but the braking force of the front and rear brake pads is different from that of the wheels, because the braking force is directly proportional to the axle load. It's like a ping-pong ball from rolling stop than having a ball from rolling state to stop it. Because XXXX cars are mostly front wheel drive motors with front engine, the front axle bearing is much more important than rear bearing, so the brake pads wear faster because the braking force is larger than the rear brake pads. If my car antifreeze is less water? Dialogue should be: If there is a lack of antifreeze, add distilled water (commonly known as cooked water), because there is no impurities in the distilled water, will not cause scaling, affecting the engine thermal cycle. Ordinary water because of impurities more, add ordinary water, just like hot water bottles will have scale, easy to cause congestion, affect the normal operation of the engine. The engine fault light can travel? Dialogue should be: In the case of the light on, if you continue to drive, after a period of time, emission control will not work properly, fuel economy will decline, and finally led to the engine can not function properly. This will result in costly repairs. And not within the warranty. It is advised to stop immediately and contact the nearest service station. The fuel level light but also how many kilometres? Dialogue should be: The fuel level light is on. Please try to add fuel immediately. If you continue to drive, it will cause fuel pump wear and shorten the service life of the fuel pump. It is advised not to wait until the petrol runs out before refuelling. But why my car brake level will decline? What does this have to do with the brake pads? Dialogue should be: There are two reasons for the decrease of the brake fluid level in the brake fluid reservoir. First, the friction of the brake pad causes the brake fluid level to drop. After replacing the brake friction plate, the liquid level can be recovered. Otherwise, brake system failure or natural loss will also cause brake fluid to drop. If the brake fluid level drops, directly to the brake fluid reservoir with brake fluid is very desirable, because the brake pads are changed after the new brake fluid may be excessive, excessive brake fluid overflow is very dangerous, not only it is corrosive, highly combustible and, if splashed to the engine parts burning can cause burning. The brake fluid can be added directly to the brake fluid reservoir only when the brake fluid is naturally worn out. Therefore, it is suggested that if the liquid level in the storage tank is lowered, the professionals should be immediately checked for the causes and related treatment. Why the coolant in my car will often add? Dialogue should be: Even under normal conditions, the coolant has a certain amount of volatilization, and its consumption depends on the engine operating temperature and the ambient temperature. Manufacturers require the use of special cooling liquid concentration, the replacement cycle for 2 years or 60 thousand km (whichever comes first), added in 2 years or 60 thousand kilometers depending on the circumstances, because of the cooling liquid of different brands and different types of mixer may cause chemical reactions, please add special coolant recommended by the manufacturer. The spark plug why should change regularly? Dialogue should be: The replacement cycle of spark plugs is mainly determined by the type of spark plug used, and also depends on the operating conditions of the engine. Different models, even the spark plugs of the same type, will have different service life. Normally, a spark plug shall be inspected annually under normal driving conditions. Spark plugs shall be replaced every 2 years or 30000KM (whichever comes first). See the user manual for specific models. But why do four wheel positioning? Dialogue should be: You put forward a very professional and complex problem. In brief, in order to ensure the safety and stability of the car in the running and cornering conditions, the tire installation has a certain inclination (called four wheel positioning), so as to achieve the best driving effect. Your car after a period of use, especially in the running of vehicles running, running stability, tire grinding or skirl, professional technicians need to detect and adjust to this value, make sure your car is always in good running condition, and reduce tire friction, suspension parts so, you can according to their own car use, Go to the service station in time to adjust the four wheel alignment. The belt tensioner, why should change regularly? Dialogue should be: Timing belt tensioner is very important on the engine of a pair of mutually matched rotating parts, with the use of cars will gradually wear, please in strict accordance with the provisions of the user manual and regular replacement of timing belt tensioner, otherwise it will endanger your driving safety. How long the new period, to pay attention to what? How many yards does the top speed of the new car open? Dialogue should be: The new car is not mandatory to have a new period, but as people in the infant period, the most vulnerable to injury, need careful care, we suggest to pay attention to the following items in 2000KM of domestic demand: avoid sudden acceleration or braking, not always in a speed (high or low) driving, and certainly don't drag any other things that make the car parts to be adjusted enhance the ability to adapt to the environment. The nozzle to the regular cleaning the car why? Dialogue should be: Because the quality of domestic oil is not high, and the oil contains a certain amount of impurities, after a period of driving, it will cause fuel injection nozzle clogging and coke deposition, which will affect the power and emission of the engine. Therefore, in order to improve the efficiency and effectiveness of the injection, and make the engine work smoothly, we recommend that you always clean the fuel injector. In the long run, this is actually saving money and saving oil.