SVWSSI和MS因子

1、1.ssi因子一級(jí)因子factor二級(jí)因子 attributes 開始購(gòu)車經(jīng)歷 sales initiation等候被接待的時(shí)間amount of time waited to be greeted銷售人員對(duì)汽車配置、優(yōu)點(diǎn)和好處的解釋explanation of features and benefits prior to purchase銷售人員專心接待您salespersons attention focused on you展示車輛整潔且選擇性多clean and wide selection of display vehicle銷售人員圓滿回答您的疑問和要求thoroughness o

2、f follow-up on enquiries/ requests經(jīng)銷商設(shè)施 dealer facility指示牌能明確地指引您signs clearly guide you經(jīng)銷商展廳外廣場(chǎng)區(qū)域環(huán)境整潔有序 cleanness and tidiness of dealer square展廳內(nèi)車輛展示區(qū)整潔舒適comfort and cleanness of vehicle display area 產(chǎn)品信息的展示，如報(bào)價(jià)，產(chǎn)品手冊(cè)，競(jìng)爭(zhēng)車型的信息等display of product information洽談區(qū)舒適程度comfort of discussion area客戶休息區(qū)（如整潔，

3、 舒適程度等）comfort and cleanness of customer resting area交車區(qū)（如整潔， 舒適程度等）comfort and cleanness of vehicle delivery area銷售人員 salesperson銷售人員的車輛知識(shí)salespersons knowledge about vehicles銷售人員禮貌及友善courtesy and friendliness履行承諾fulfillment of commitments試乘試駕 test driving試駕車輛車況良好vehicle good condition在試駕過程中銷售人員的專業(yè)

4、性salespersons professionalism during test drive所提供的試駕路線滿足您的需求test drive route is satisfy your needs交易條件 deal付款方式的多元化（包括貸款/現(xiàn)金的選擇）wide range of payment options公開透明的報(bào)價(jià)transparent deal quotation議價(jià)過程令您愉快pleasant negotiation process完成議價(jià)過程的速度how quickly you negotiated deal最終成交的車價(jià)與您的期望相比較price paid relative

5、 to expectations書面文件 paperwork完成購(gòu)車書面文件的容易程度ease of completing purchase documents對(duì)所有購(gòu)車書面文件的解釋清晰clear explanation of all purchase documents圓滿回答您對(duì)購(gòu)車書面文件相關(guān)問題的能力ability to answer purchase paperwork queries交車與回訪delivery and calling back交車所需時(shí)間length of time needed to deliver vehicle在您要求的時(shí)間交車的能力ability to d

6、eliver at requested time在承諾的時(shí)間交車的能力ability to deliver at promised time您的新車干凈程度/ 車況良好（干凈，無凹陷，劃痕等）condition/ cleanliness of your vehicle (clean, free from dings, scratches, etc.)交車中對(duì)您的關(guān)注程度attention focused on you during delivery工作人員的熱情使得交車過程令人愉快enthusiasm of staff to make the delivery process enjoyabl

7、e完成交車過程所需時(shí)間time to complete delivery process詳細(xì)的解釋thoroughness of explanations during the delivery process經(jīng)銷商解決問題的能力dealer problem-solving ability銷售顧問為您引薦服務(wù)顧問introduce to service advisor 交車后仍然在關(guān)心你still care of you after vehicle delivery*:僅作為考察項(xiàng)，不計(jì)入ssi得分。the items marked with * wont be accounted into

8、ssi final score.2.神秘客戶審核細(xì)則：環(huán)節(jié)process考察對(duì)象assessed personnel題號(hào)no.考核點(diǎn)checkpointa-電話接待telephone contact前臺(tái)接待/銷售顧問receptionist/ salespersona1電話鈴響3聲之內(nèi)是否有人接聽（如是彩鈴，則確認(rèn)15秒內(nèi)是否有人接聽）answer phone call within three rings (if music tone, confirm if phone is answered within 15 seconds)a2電話溝通中是否采用統(tǒng)一問候語，用語中體現(xiàn)廠商品牌和經(jīng)銷商信

9、息use standardized greetings that include manufacture brand and dealer informationa3電話接聽時(shí)是否使用了禮貌用語use polite phrases when answered the phone calla4是否主動(dòng)詢問您的需求proactively inquire about your needsa5是否主動(dòng)詢問您感興趣的車型proactively inquire about the vehicle models you are interested ina6是否詢問了您的稱呼和聯(lián)系電話ask for you

10、r name and contact informationa7是否主動(dòng)邀請(qǐng)您到店看車并預(yù)約具體時(shí)間proactively invite you to the dealer and make an appointment with you a8結(jié)束通話前，銷售顧問是否感謝您的來電before ending the call, salespersons thank you for callinga9銷售顧問是否等待您掛斷電話后再放下電話salespersons wait for you to hang up the phone before hanging offb-展廳接待reception門

11、衛(wèi)/引導(dǎo)員guard/ guide b1是否向您致意greet youb2是否主動(dòng)確認(rèn)您來訪的意圖？proactively inquiry about your intention of this visitb3是否主動(dòng)指引您去展廳或引導(dǎo)您停車proactively guide you to the showroom lobby or the parking areab4展廳門口是否有接待員/銷售顧問及時(shí)禮貌的迎接了您salespersons/ receptionist politely greet you at the entrance of the showroom lobby接待員/銷售

12、顧問receptionist/ salespersonb5銷售顧問是否在進(jìn)門接待時(shí)主動(dòng)向您介紹自己的姓名及職務(wù)salespersons introduce himself( name and job title) while greeting you at the entranceb6談話過程中銷售顧問是否詢問您的姓氏來尊稱您during the conversation, salespersons ask for and greet you with your surnameb7銷售顧問是否尊重您的意愿，給你充分的空間salespersons respect your intention a

13、nd give you sufficient spaceb8銷售顧問是否一直專心接待你salespersons focus on serving youb9銷售顧問是否在接待時(shí)主動(dòng)向您及同行成人雙手遞交名片salespersons proactively offer his business card to you and accompanied adults with both handsb10工作人員是否主動(dòng)告知可供選擇的飲品種類，并詢問您的選擇staff proactively inform you about choices of drinks, and ask for your ch

14、oiceb11提供的飲品是否有選擇（2種熱飲和2種冷飲）provide choices of drinks (two hot drinks and two cold drinks)b12銷售顧問禮貌送別（天氣好時(shí)送您到展廳正門臺(tái)階；雨雪天或陽光猛烈天氣下，沒開車的話詢問是否代為叫出租車，并為您撐傘，送至車上/銷售店出口處）salespersons see you off politely b13銷售顧問感謝您來店賞車，并向您說再見salespersons thank you for your visit and say goodbye to you b14銷售顧問揮手致意，目送您離開sales

15、persons wave hands in greeting and see you leaving c-需求分析needs analysis銷售顧問salespersonc1銷售顧問是否詢問并聽取您的新車用途salespersons inquire and listen to your new vehicle usagec2銷售顧問是否詢問并聽取您的購(gòu)車時(shí)間salespersons inquire and listen to your vehicle purchase timec3銷售顧問是否詢問并聽取您的用車經(jīng)驗(yàn)salespersons inquire and listen to your

16、 vehicle usage experiencec4銷售顧問是否詢問并聽取您感興趣的車型salespersons inquire and listen to your interested vehicle modelc5銷售顧問是否詢問并聽取您的購(gòu)車預(yù)算salespersons inquire and listen to your budgetc6銷售顧問是否引導(dǎo)客戶在放松的環(huán)境中進(jìn)行需求分析salespersons guide you to a relax environment when conducting the needs analysisd-產(chǎn)品介紹product introdu

17、ction銷售顧問salespersond1展廳的展示車輛是否都符合展示要求exhibit cars in showroom match exhibition requirementsd2銷售顧問是否主動(dòng)提供足夠的產(chǎn)品和業(yè)務(wù)介紹資料信息salespersons proactively provide sufficient product and service informationd3銷售顧問在產(chǎn)品介紹的過程中，是否針對(duì)您的需求/關(guān)注點(diǎn)介紹車輛的性能salespersons introduce the performance of vehicle according to your need

18、s/ interests d4銷售人員介紹產(chǎn)品配置時(shí)，是否強(qiáng)調(diào)優(yōu)點(diǎn)和好處when introducing the vehicle features, salespersons emphasize on their advantages and benefitsd5訪問過程中, 銷售顧問是否對(duì)其他競(jìng)爭(zhēng)品牌都很熟悉salespersons is familiar with other competing brandsd6銷售顧問在對(duì)比競(jìng)品時(shí)是否用語恰當(dāng)when comparing with competitive model, salespersons use appropriate phrase

19、sd7銷售顧問介紹過程中，是否鼓勵(lì)您進(jìn)行發(fā)問salespersons encourage you to ask questionsd8銷售顧問介紹過程中，是否鼓勵(lì)您親自動(dòng)手體驗(yàn)salespersons encourage you to personally experience the vehicled9您的問題和疑慮能得到圓滿答復(fù)your questions and queries are answered completelye-試乘試駕test drive銷售顧問salespersone1銷售顧問主動(dòng)邀請(qǐng)您進(jìn)行試乘試駕salespersons proactively invite you

20、 to test ride/drivee2試乘試駕的要求能否當(dāng)場(chǎng)滿足test ride/drive can be conducted on the spot?e3銷售顧問為您提供至少兩條試乘試駕線路選擇，并進(jìn)行適當(dāng)?shù)慕忉宻alespersons provide at least two test-ride/drive routes, and explain appropriately e4試乘試駕車輛是否整潔，溫度適宜test drive car is neat and clean, and with suitable temperaturee5為您準(zhǔn)備好的試駕車停靠的位置是否方便出發(fā)test

21、 drive car is parked in location convenient for depart e6試駕車是否有試乘試駕標(biāo)貼test drive car is tagged with test drive labele7銷售顧問/試駕員是否主動(dòng)要求您簽署試乘試駕協(xié)議salespersons/ test driver proactively ask you to sign the test drive agreement e8銷售顧問/試駕員是否主動(dòng)介紹前排座椅介紹，演示座椅、方向盤、后視鏡的調(diào)節(jié)方式 ,并在試駕時(shí)主動(dòng)為你調(diào)節(jié)salespersons/ test driver pr

22、oactively introduce the front seat, demonstrate the seats, steering wheels and side view mirror adjustment, and adjust for you when you test drivee9銷售顧問/試駕員是否主動(dòng)請(qǐng)客戶先試乘，然后再讓客戶試駕salespersons/ test driver proactively invite you to test ride first, then test drive e10銷售顧問是否向您指出動(dòng)態(tài)車輛的主要特性、優(yōu)點(diǎn)、好處（包含試乘試駕全過程）s

23、alespersons pointed out to you the key characteristic, advantages and benefits of the dynamic vehicle (include entire test drive process)e11銷售顧問/試駕員是否確保車上所有乘客都系好安全帶 (全過程)salespersons/ test driver ensure all the passengers fasten their seat belts (the entire test drive) e12銷售顧問/試駕員是否主動(dòng)進(jìn)行成交的試探，詢問您的購(gòu)車意

24、向salespersons/ test drive proactively probe you about the deal, inquiry about your purchase intention e13過程中， 是否有故障，油箱警報(bào)， 違章駕駛或無車牌during test drive, no breakdown, empty fuel tank warning, illegal driving or unlicensed vehiclef-協(xié)商議價(jià)negotiation銷售顧問salespersonf1銷售顧問向您推薦介紹一款至二款車型，并提供清晰的報(bào)價(jià)明細(xì)salespersons

25、recommend you one to two vehicle model and provide clear and detailed quotationf2銷售顧問是否向您介紹經(jīng)銷商的增值服務(wù)salespersons introduce dealers value-added services to you f3銷售顧問主動(dòng)、自然地留下您的姓名和聯(lián)系方式等salespersons proactively and naturally obtain your name and contact method f4洽談過程沒有給客戶不愉快的感覺did not cause any customers unhappiness during negotiation pro