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4S shop after-sales services basic business level unannounced investigation scoring standard 　 Unannounced Access Project Rating criteria post script scoring scale reservation stage Is it possible to make an appointment for maintenance/repair by phone? ① Yes ② No ① Yes 4 points ② No 0 points　 Make an appointment for a phone connection time ① Connect within 10 seconds ② Connect for more than 10 seconds ③ You need to dial multiple times. ① 4 points ② 2 points ③ 0 points Can the maintenance be carried out on time after booking? ① Within 10 minutes of arriving at the store ② Wait 10 minutes -20 minutes ③ More than 20 minutes ① 4 points ② 2 points ③ 0 points In-store reception stage Command parking when entering the 4S store, is there anyone to guide parking? ① Yes ② No ① 4 points ② 0 points Is there an after-sales consultant who takes the initiative to greet you when entering the maintenance reception room? ① Active reception ② No one pays attention ① 4 points ② 0 points Is the dress of the after-sales consultant uniform? ① Uniform dress ② Uniform dress ① 4 points ② 0 points preliminary examination ① Initial inspection of vehicles and communication/confirmation with customers
② Preliminary inspection but lack of communication with customers
③ No preliminary inspection ① 4 points ② 2 points ③ 0 points Whether to confirm maintenance/repair items with the owner before construction ① Yes ② No ① 4 points ② 0 points Does the consultant estimate the maintenance time? ① Yes ② No ① 4 points ② 0 points Whether the seat cover/steering wheel cover/shift lever cover is put on during the preliminary inspection ① all have ② incomplete ③ none ① 4 points ② 2 points ③ 0 points Lounge service Is there anyone who informs or directs the client to the lounge? ① Yes ② No ① 4 points ② 0 points Is there anyone in the lounge who offers drinks or food? ① Yes ② No ① 4 points ② 0 points Can you provide cold/hot/room temperature drinks at three temperatures? ① all have ② incomplete ③ none ① 4 points ② 2 points ③ 0 points Leisure facilities in the lounge
(Video/computer Internet access) can be used normally ① have both
② There is one of them
③ None ① 4 points ② 2 points ③ 0 points Is the regional division logo in the store clear? ① Clear ② Unclear ③ No logo ① 4 points ② 2 points ③ 0 points Whether there are clear smoking/non-smoking areas or clear instructions on whether smoking is allowed ① Yes ② No ① 4 points ② 0 points Will the staff volunteer to arrange free lunches for customers who perform maintenance/repairs across noon? ① Yes ② No ① 4 points ② 0 points There are independent customer restaurants ① Yes ② No ① 4 points ② 0 points Is the bathroom hand sanitizer and toilet paper fully equipped? ① Yes ② No ① 4 points ② 0 points maintenance phase Can the customer be informed of the progress of maintenance? ① There is a progress display ② The service staff can give a clear answer ③ No clear answer ① 4 points ② 2 points ③ 0 points In the absence of additional items, whether the maintenance time is consistent with what was informed when entering the store ① Yes ② No ① 4 points ② 0 points Car wash after maintenance ① Car wash ② Car wash after user request ③ Car not washed after user request ① 4 points ② 2 points ③ 0 points Do you take the initiative to inform the next maintenance time? ① Yes ② No ① 4 points ② 0 points Whether the functions in the car remain as set after maintenance ① Yes ② No ① 4 points ② 0 points Is there a staff member who takes the initiative to remind and attach a door-out slip? ① Yes ② No ① 4 points ② 0 points 　 　 　 100 out of 100