13年一汽馬自達(dá)售后飛行檢查項(xiàng)目H1數(shù)據(jù)報(bào)告130322

,,,,,一、預(yù)約服務(wù),,,,,,,,,二、快速迎接,,,,,,三、咨詢?cè)\斷,,,,,,,四、合同簽訂,,,,,,,五、客戶安頓,,,,,,,,,六、標(biāo)準(zhǔn)保養(yǎng)車間作業(yè),七、陪同結(jié)算,,,,,,,,,,,,,八、交車送別,,,,,,,,九、維修保養(yǎng)效果,,,,,

,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

大區(qū),區(qū)域服務(wù)經(jīng)理,期數(shù),樣本基數(shù),綜合得分,電話及時(shí)接聽,主動(dòng)報(bào)出銷售店名稱,主動(dòng)詢問(wèn)客戶的電話來(lái)意,"服務(wù)店提供“晨夕預(yù)約”,并說(shuō)明預(yù)約時(shí)間段",確認(rèn)了客戶的電話號(hào)碼,再次確認(rèn)預(yù)約時(shí)間,電話結(jié)束前，禮貌道別,在客戶掛斷電話之后才掛斷,前臺(tái)及休息室有“晨夕預(yù)約”宣傳海報(bào)或展架,進(jìn)店后有引導(dǎo)員引導(dǎo)停車,停車后，服務(wù)顧問(wèn)佩戴胸牌立即上前迎接客戶,服務(wù)顧問(wèn)向客戶主動(dòng)問(wèn)好,服務(wù)顧問(wèn)詢問(wèn)了客戶的來(lái)意,服務(wù)顧問(wèn)詢問(wèn)是否預(yù)約,服務(wù)顧問(wèn)主動(dòng)口頭自我介紹,服務(wù)顧問(wèn)進(jìn)行環(huán)車檢查,使用《接車登記表》記錄客戶現(xiàn)場(chǎng)環(huán)車檢查結(jié)果并及時(shí)同客戶確認(rèn),當(dāng)著客戶的面安裝防護(hù)3件套（腳墊、駕駛座、方向盤）,記錄車輛駕駛員座椅位置,提醒帶走車內(nèi)的貴重物品,詢問(wèn)客戶的車輛是否還有其他問(wèn)題,在合同簽訂完畢前，服務(wù)顧問(wèn)安排他人將客戶車輛移入車間,服務(wù)顧問(wèn)陪同客戶到接待前臺(tái),確認(rèn)客戶的電話號(hào)碼和地址有無(wú)變更,主動(dòng)詳細(xì)介紹《維修合同》的保養(yǎng)項(xiàng)目,主動(dòng)詳細(xì)說(shuō)明《維修合同》的預(yù)估費(fèi)用,主動(dòng)告知交車時(shí)間,請(qǐng)客戶在《維修合同》上簽名確認(rèn),確定前臺(tái)是否有標(biāo)準(zhǔn)的《常用工時(shí)看板》和《常用備件看板》,主動(dòng)帶領(lǐng)到客戶休息室,休息室有管理員（服務(wù)員）,休息室管理員向客戶問(wèn)好,休息室管理員介紹休息室,向用戶提供茶水或飲料,提供四種以上免費(fèi)飲料,提供了小點(diǎn)心等免費(fèi)食物,電腦能夠正常上網(wǎng),在維修過(guò)程中與客戶至少溝通一次,作業(yè)時(shí)安裝了翼子板護(hù)衣、前保險(xiǎn)杠面罩,服務(wù)顧問(wèn)邀請(qǐng)客戶結(jié)算,逐項(xiàng)說(shuō)明了《結(jié)算單》的保養(yǎng)項(xiàng)目,逐項(xiàng)說(shuō)明了《結(jié)算單》的發(fā)生費(fèi)用,服務(wù)顧問(wèn)提醒客戶用車或保養(yǎng)注意事項(xiàng),向客戶告知保養(yǎng)結(jié)束后3天內(nèi)會(huì)有“3日回訪”,向客戶詢問(wèn)合適的電話回訪時(shí)間段,出示了《結(jié)算單》，并請(qǐng)客戶在《結(jié)算單》上簽字確認(rèn),服務(wù)顧問(wèn)陪同客戶到收銀臺(tái),收銀員有向客戶問(wèn)好,收銀員向客戶確認(rèn)費(fèi)用總額,收銀員將單據(jù)裝入信封遞交給客戶,結(jié)算期間服務(wù)顧問(wèn)解釋了結(jié)算信封封面內(nèi)容,費(fèi)用收取完成后，收銀員禮貌道別,服務(wù)顧問(wèn)引導(dǎo)客戶到交車區(qū),與客戶一同檢查車輛已完成的保養(yǎng)工作,將免費(fèi)項(xiàng)目向客戶進(jìn)行了說(shuō)明,服務(wù)顧問(wèn)展示了舊件,當(dāng)著客戶的面撤除防護(hù)3件套,服務(wù)顧問(wèn)強(qiáng)調(diào)安全事宜,服務(wù)顧問(wèn)邀請(qǐng)客戶下次預(yù)約來(lái)店,目送離開,在約定的時(shí)間內(nèi)完成車輛的保養(yǎng)工作,維修保養(yǎng)工作全部完成,交車時(shí)車輛外觀無(wú)損壞,交車時(shí)車內(nèi)設(shè)置無(wú)變動(dòng),車輛外觀清洗干凈,作業(yè)結(jié)束后駕駛艙與發(fā)動(dòng)機(jī)艙干凈、清潔

所屬大區(qū),地區(qū)銷售經(jīng)理,,,,A01,A02,A03,A04,A05,A06,A07,A08,A09,B01,B02,B03,B04,B05,B06,C01,C02,C03,C04,C05,C06,C07,D01,D02,D03,D04,D05,D06,D07,E01,E02,E03,E04,E05,E06,E07,E08,E09,F01,G01,G02,G03,G04,G05,G06,G07,G08,G09,G10,G11,G12,G13,H01,H02,H03,H04,H05,H06,H07,H08,I01,I02,I03,I04,I05,I06

北一區(qū),茍宏雷,H1,11,745.86,636.36,"1,000.00",727.27,272.73,727.27,727.27,545.45,818.18,545.45,363.64,909.09,"1,000.00",909.09,636.36,181.82,272.73,909.09,727.27,545.45,"1,000.00",818.18,909.09,818.18,818.18,"1,000.00","1,000.00",818.18,"1,000.00",818.18,818.18,818.18,818.18,727.27,818.18,909.09,818.18,818.18,909.09,454.55,909.09,818.18,818.18,909.09,545.45,727.27,909.09,"1,000.00",454.55,818.18,727.27,454.55,272.73,727.27,636.36,545.45,636.36,909.09,545.45,727.27,818.18,727.27,"1,000.00","1,000.00",909.09,800.00,500.00

北一區(qū),李志杰,H1,12,847.33,750.00,750.00,833.33,166.67,833.33,916.67,666.67,"1,000.00",666.67,583.33,"1,000.00","1,000.00","1,000.00",833.33,300.00,666.67,916.67,916.67,583.33,916.67,916.67,"1,000.00",916.67,833.33,916.67,916.67,666.67,916.67,"1,000.00",916.67,"1,000.00",916.67,916.67,"1,000.00","1,000.00",833.33,916.67,916.67,"1,000.00",583.33,916.67,916.67,"1,000.00",500.00,916.67,"1,000.00","1,000.00","1,000.00","1,000.00",916.67,916.67,583.33,833.33,833.33,500.00,666.67,916.67,666.67,"1,000.00","1,000.00",833.33,"1,000.00","1,000.00","1,000.00","1,000.00",545.45

北一區(qū),魯金澤,H1,13,826.14,"1,000.00",846.15,692.31,461.54,"1,000.00","1,000.00",538.46,615.38,769.23,769.23,"1,000.00","1,000.00","1,000.00",692.31,538.46,384.62,846.15,769.23,538.46,923.08,923.08,833.33,846.15,846.15,"1,000.00","1,000.00",846.15,"1,000.00",846.15,846.15,"1,000.00",846.15,846.15,769.23,846.15,923.08,846.15,923.08,615.38,"1,000.00","1,000.00",923.08,"1,000.00",769.23,846.15,"1,000.00","1,000.00",846.15,"1,000.00",769.23,846.15,307.69,846.15,769.23,846.15,692.31,769.23,846.15,846.15,"1,000.00",769.23,846.15,"1,000.00",846.15,769.23,384.62

北一區(qū),邵傳海,H1,4,780.30,750.00,"1,000.00","1,000.00",500.00,750.00,750.00,500.00,750.00,750.00,750.00,"1,000.00","1,000.00","1,000.00",500.00,500.00,250.00,"1,000.00","1,000.00",250.00,"1,000.00",750.00,"1,000.00","1,000.00",750.00,750.00,750.00,750.00,750.00,"1,000.00","1,000.00","1,000.00",750.00,500.00,"1,000.00",750.00,750.00,750.00,500.00,750.00,"1,000.00",750.00,750.00,"1,000.00",500.00,750.00,"1,000.00","1,000.00",750.00,750.00,"1,000.00",750.00,250.00,"1,000.00",500.00,500.00,750.00,750.00,500.00,"1,000.00","1,000.00",750.00,"1,000.00","1,000.00","1,000.00",750.00,500.00

北二區(qū),劉偉,H1,11,860.69,727.27,"1,000.00",636.36,454.55,"1,000.00",818.18,545.45,"1,000.00",727.27,545.45,"1,000.00","1,000.00","1,000.00",727.27,400.00,636.36,"1,000.00","1,000.00",727.27,"1,000.00","1,000.00",818.18,"1,000.00",818.18,"1,000.00","1,000.00","1,000.00","1,000.00",909.09,909.09,909.09,909.09,818.18,909.09,636.36,818.18,636.36,909.09,"1,000.00",909.09,"1,000.00","1,000.00","1,000.00",818.18,909.09,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",727.27,909.09,909.09,818.18,545.45,545.45,818.18,727.27,909.09,909.09,909.09,"1,000.00","1,000.00","1,000.00",727.27,727.27

北二區(qū),王崢,H1,11,830.56,818.18,"1,000.00",909.09,272.73,909.09,909.09,909.09,909.09,818.18,545.45,818.18,"1,000.00","1,000.00",545.45,375.00,636.36,"1,000.00",818.18,636.36,"1,000.00","1,000.00","1,000.00","1,000.00",909.09,"1,000.00","1,000.00",818.18,"1,000.00",909.09,727.27,"1,000.00",818.18,727.27,909.09,818.18,727.27,909.09,909.09,818.18,727.27,909.09,909.09,"1,000.00",818.18,727.27,"1,000.00","1,000.00",727.27,909.09,909.09,818.18,272.73,"1,000.00",636.36,636.36,363.64,"1,000.00",636.36,636.36,"1,000.00",909.09,"1,000.00","1,000.00",909.09,800.00,636.36

北二區(qū),張帆,H1,4,802.28,750.00,"1,000.00",750.00,250.00,750.00,500.00,500.00,750.00,750.00,750.00,"1,000.00","1,000.00","1,000.00",500.00,500.00,"1,000.00","1,000.00","1,000.00",500.00,"1,000.00",750.00,750.00,"1,000.00",750.00,"1,000.00","1,000.00",750.00,"1,000.00","1,000.00",750.00,"1,000.00","1,000.00",750.00,"1,000.00","1,000.00",750.00,500.00,"1,000.00",750.00,750.00,"1,000.00","1,000.00",750.00,750.00,500.00,"1,000.00","1,000.00",750.00,"1,000.00","1,000.00",750.00,250.00,"1,000.00",750.00,750.00,750.00,"1,000.00",500.00,750.00,"1,000.00",250.00,"1,000.00","1,000.00","1,000.00",500.00,500.00

北二區(qū),張旭鮮,H1,11,792.82,"1,000.00","1,000.00",636.36,454.55,"1,000.00",636.36,636.36,909.09,636.36,636.36,818.18,"1,000.00","1,000.00",727.27,500.00,454.55,"1,000.00",727.27,272.73,909.09,"1,000.00",545.45,909.09,818.18,"1,000.00","1,000.00",909.09,"1,000.00",909.09,454.55,"1,000.00",818.18,727.27,727.27,636.36,727.27,818.18,909.09,636.36,"1,000.00",909.09,909.09,"1,000.00",727.27,727.27,"1,000.00","1,000.00",727.27,"1,000.00",909.09,545.45,363.64,909.09,727.27,636.36,545.45,909.09,545.45,727.27,909.09,909.09,"1,000.00","1,000.00",727.27,727.27,727.27

東一區(qū),陳建民,H1,11,835.41,"1,000.00","1,000.00",909.09,454.55,909.09,818.18,454.55,"1,000.00",909.09,727.27,909.09,"1,000.00","1,000.00",636.36,454.55,454.55,"1,000.00",727.27,454.55,909.09,"1,000.00",818.18,"1,000.00",909.09,"1,000.00",909.09,818.18,"1,000.00",909.09,818.18,"1,000.00",909.09,727.27,909.09,909.09,"1,000.00","1,000.00",909.09,"1,000.00",909.09,909.09,909.09,909.09,636.36,727.27,"1,000.00","1,000.00",727.27,"1,000.00",636.36,727.27,636.36,818.18,727.27,727.27,636.36,909.09,727.27,545.45,727.27,636.36,909.09,"1,000.00",909.09,"1,000.00",900.00

東一區(qū),鄧建平,H1,12,817.03,"1,000.00","1,000.00",750.00,416.67,666.67,916.67,333.33,916.67,750.00,916.67,916.67,"1,000.00","1,000.00",666.67,363.64,583.33,916.67,416.67,500.00,"1,000.00",916.67,750.00,916.67,"1,000.00",833.33,833.33,916.67,833.33,833.33,833.33,"1,000.00",833.33,666.67,916.67,833.33,"1,000.00",916.67,"1,000.00",583.33,916.67,"1,000.00",916.67,"1,000.00",583.33,583.33,916.67,"1,000.00",833.33,916.67,833.33,666.67,583.33,500.00,666.67,750.00,666.67,"1,000.00",666.67,750.00,"1,000.00",916.67,"1,000.00","1,000.00","1,000.00","1,000.00",800.00

東一區(qū),付佳,H1,9,905.41,"1,000.00",888.89,777.78,444.44,888.89,"1,000.00",666.67,"1,000.00",888.89,777.78,"1,000.00","1,000.00","1,000.00",777.78,625.00,777.78,"1,000.00","1,000.00",888.89,"1,000.00","1,000.00",888.89,888.89,888.89,"1,000.00","1,000.00","1,000.00","1,000.00",888.89,888.89,"1,000.00",888.89,888.89,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",777.78,"1,000.00","1,000.00","1,000.00","1,000.00",777.78,777.78,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",777.78,555.56,777.78,777.78,"1,000.00",777.78,"1,000.00",777.78,555.56,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",777.78

東一區(qū),李云松,H1,3,661.62,666.67,"1,000.00",666.67,333.33,666.67,333.33,0.00,666.67,"1,000.00","1,000.00",666.67,"1,000.00","1,000.00",666.67,333.33,333.33,666.67,666.67,333.33,"1,000.00","1,000.00",666.67,"1,000.00",666.67,666.67,666.67,333.33,"1,000.00","1,000.00",333.33,"1,000.00",333.33,333.33,666.67,666.67,"1,000.00","1,000.00",666.67,"1,000.00","1,000.00",333.33,333.33,"1,000.00",0.00,333.33,"1,000.00","1,000.00",666.67,666.67,666.67,"1,000.00",333.33,333.33,0.00,333.33,333.33,"1,000.00",333.33,666.67,333.33,333.33,"1,000.00","1,000.00","1,000.00","1,000.00",666.67

東一區(qū),繆鵬偉,H1,8,758.56,"1,000.00",875.00,750.00,250.00,875.00,625.00,750.00,750.00,750.00,875.00,"1,000.00",875.00,"1,000.00",625.00,500.00,500.00,875.00,750.00,375.00,875.00,875.00,875.00,875.00,750.00,875.00,875.00,875.00,875.00,875.00,625.00,875.00,750.00,625.00,875.00,875.00,"1,000.00",875.00,750.00,750.00,625.00,625.00,625.00,"1,000.00",750.00,500.00,"1,000.00","1,000.00",500.00,"1,000.00",750.00,625.00,375.00,500.00,375.00,500.00,500.00,"1,000.00",500.00,875.00,750.00,625.00,"1,000.00","1,000.00",750.00,"1,000.00",714.29

東二區(qū),董巍,H1,12,820.25,833.33,"1,000.00",833.33,250.00,666.67,916.67,583.33,916.67,583.33,583.33,833.33,"1,000.00",916.67,750.00,700.00,250.00,750.00,916.67,666.67,"1,000.00","1,000.00",916.67,916.67,916.67,916.67,833.33,916.67,"1,000.00",833.33,833.33,"1,000.00",833.33,833.33,916.67,500.00,"1,000.00",666.67,916.67,833.33,916.67,916.67,833.33,"1,000.00",833.33,833.33,"1,000.00","1,000.00",916.67,"1,000.00",916.67,750.00,500.00,666.67,833.33,833.33,583.33,833.33,750.00,666.67,"1,000.00",833.33,"1,000.00","1,000.00",916.67,583.33,666.67

東二區(qū),倪超,H1,11,892.27,909.09,"1,000.00",909.09,272.73,818.18,727.27,636.36,"1,000.00",727.27,818.18,909.09,"1,000.00","1,000.00",909.09,555.56,636.36,"1,000.00",909.09,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",818.18,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",818.18,818.18,909.09,818.18,727.27,727.27,"1,000.00",818.18,818.18,"1,000.00","1,000.00","1,000.00",636.36,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",818.18,727.27,636.36,909.09,909.09,636.36,909.09,909.09,"1,000.00","1,000.00","1,000.00","1,000.00","1,000.00","1,000.00",909.09,818.18

東二區(qū),張宏益,H1,11,821.33,818.18,"1,000.00","1,000.00",272.73,818.18,909.09,727.27,"1,000.00",818.18,727.27,909.09,818.18,"1,000.00",363.64,454.55,454.55,"1,000.00",818.18,545.45,909.09,818.18,"1,000.00","1,000.00",727.27,"1,000.00","1,000.00",818.18,"1,000.00","1,000.00",727.27,909.09,636.36,545.45,909.09,909.09,"1,000.00","1,000.00",909.09,818.18,909.09,909.09,909.09,"1,000.00",818.18,727.27,"1,000.00","1,000.00",636.36,"1,000.00","1,000.00",727.27,363.64,909.09,545.45,636.36,727.27,909.09,454.55,545.45,818.18,909.09,909.09,"1,000.00",818.18,"1,000.00","1,000.00"

東二區(qū),張年軍,H1,4,685.61,750.00,750.00,250.00,0.00,750.00,"1,000.00",250.00,750.00,0.00,"1,000.00",750.00,"1,000.00","1,000.00",500.00,500.00,250.00,"1,000.00",750.00,250.00,750.00,"1,000.00",500.00,"1,000.00",500.00,"1,000.00","1,000.00",750.00,"1,000.00",750.00,750.00,750.00,500.00,500.00,750.00,500.00,750.00,"1,000.00",750.00,"1,000.00",750.00,"1,000.00","1,000.00",750.00,250.00,500.00,"1,000.00",750.00,500.00,"1,000.00",750.00,250.00,500.00,750.00,500.00,500.00,250.00,"1,000.00",250.00,500.00,500.00,"1,000.00","1,000.00","1,000.00","1,000.00",500.00,500.00

南區(qū),劉冰,H1,10,765.24,900.00,900.00,900.00,200.00,"1,000.00",800.00,500.00,"1,000.00",500.00,500.00,800.00,"1,000.00","1,000.00",600.00,285.71,400.00,"1,000.00",700.00,600.00,"1,000.00",900.00,500.00,"1,000.00",700.00,"1,000.00",800.00,800.00,"1,000.00",900.00,900.00,900.00,900.00,800.00,"1,000.00",800.00,600.00,"1,000.00",800.00,600.00,700.00,900.00,800.00,900.00,700.00,500.00,"1,000.00","1,000.00",600.00,700.00,900.00,200.00,600.00,700.00,400.00,800.00,600.00,"1,000.00",500.00,600.00,900.00,500.00,"1,000.00","1,000.00",800.00,800.00,800.00

南區(qū),盧冶金,H1,11,790.34,909.09,909.09,636.36,272.73,"1,000.00",818.18,727.27,909.09,818.18,727.27,909.09,"1,000.00","1,000.00",727.27,363.64,545.45,818.18,727.27,727.27,909.09,727.27,"1,000.00",909.09,454.55,909.09,909.09,727.27,"1,000.00",909.09,636.36,"1,000.00",909.09,727.27,"1,000.00","1,000.00",818.18,"1,000.00",818.18,818.18,727.27,818.18,818.18,818.18,545.45,636.36,"1