奔驰秘采流程问卷内容.docVIP

A、电话咨询 Acquisition ??? ??? 题号Number 问题Questions. 话术范例Word Track Guidance A01 营业时间内，电话是否在3声铃声 / 6秒彩铃内被接听的Call was picked up within 3 rings / 6 seconds in the business hours ?? A02 接待员 / 销售顾问是否主动问候您（使用您好，上午好等敬语）Receptionist / S.C. greeted you 早上好！感谢您致电梅赛德斯-奔驰XXX经销店。我是接待员**，请问有什么我可以帮助您的？“Good morning and thanks for calling Mercedes-Benz XXX dealer. I am receptionist Hu Lin, how can I help you? A03 接待员 / 销售顾问是否报出她的姓名和职位Receptionist / S.C. informed name and position A04 接待员 / 销售顾问是否感谢您致电某品牌经销商（使用“品牌+某某经销商”的格式）Receptionist / S.C. thanked you for calling A05 接待员 / 销售顾问是否询问您的姓氏Receptionist / S.C. asked for your surname ?? A06 接待员 / 销售顾问是否询问与顾客确认有无可提供帮助“向您提供帮助”Receptionist / S.C. offered help ?? A07 接待员 / 销售顾问是否能够清楚描述经销商位置Receptionist / S.C. accurately told dealer location ?? A08 接待员 / 销售顾问的接待是否热情（不刻板）Receptionist / S.C.was warm and friendly ?? A09 接待员 / 销售顾问是否邀请您到店看车Receptionist / S.C. invited you to visit dealer 黄先生，明天我可以为您安排试乘试驾，也欢迎您带上家人和朋友一起来体验，您只要带上驾照就可以。我能问一下您的电话号码吗？以便有什么事情我们可以立刻联系您。如果您的计划有变，您可以打电话给我，我们会重新为您安排。感谢您的来电。那我们明天上午10点见。Mr. Huang, we could arrange for you a test drive tomorrow, your family and friends are also welcomed. You only need to bring your driving license. Could you, please confirm to me your phone number, in case any changes happen. I would ask you please, to call me if your plans change and we will reschedule for you. Thank you for calling us. I look forward to meeting you in person tomorrow at 10 AM. A10 接待员 / 销售顾问是否向您邀约试乘试驾Receptionist / S.C. invited you to test drive A11 接待员 / 销售顾问是否邀请您的家人 / 朋友一起来试乘试驾Receptionist / S.C. invited your family / friend to test drive A12 接待员 / 销售顾问是否提醒您带上驾照Receptionist / S.C. reminded you to bring with the drive license B、到店接待 Arrival and Welcome??? ??? 题号Number 问题Questions. 话术范例Word Track Guidance B01 经销店外是否有门卫Dealer had guard “欢迎光临梅赛德斯-奔驰XXX经销店。您是看车还是维修保养？” 请您从这儿右 / 左转，把车开到展厅门口[手掌张开，为顾客指出方向]。祝您看车愉快！”Welcome to Mercedes-Benz XXX dealer. Are you coming for sale