Automobile 4S shop sales service quality evaluation system and evaluation method

Abstract

The invention specifically relates to an automobile 4S shop sales service quality evaluation system which is timely and objective in evaluation and high in accuracy of an evaluation result and an evaluation method. The evaluation system comprises a miniature receiver, and is characterized in that the receiver comprises a microphone, a sound card, a signal processor, an auxiliary controller and a signal transmitter. According to the invention, the sales personnel wear a miniature somatosensory sensor and a miniature positioning device; evaluation is performed by using the evaluation system, a sales personnel evaluation index Rn is calculated so as to be able to effectively monitor whether service attitudes and service expressions of the service personnel to be appropriate or not in the sales process, and whether actions performed out of courtesy of the sales personnel are appropriate or not can also be judged through comparing action information and position information of the sales personnel in sales personnel moving trajectory data; and customer languages and attitudes in the sales process can be effectively monitored according to a customer evaluation index Sn. Appropriate correction is performed when the service attitudes of the sales personnel are evaluated by using the evaluation method of the evaluation system, so that the evaluation system is enabled to evaluate the service quality of the sales personnel in an impartial manner; and the evaluation process is simple and efficient.

Description

Technical field [0001] The invention relates to the field of automobile 4S shop sales service evaluation, in particular to an automobile 4S shop sales service quality evaluation system and evaluation method. Background technique [0002] At present, the sales model of automobile 4S stores is one-to-one, face-to-face sales between sales staff and customers, that is, after customers enter the 4S store, the sales staff will introduce the relevant information of the intended model to the customer, and communicate and negotiate with the customer. Finally, the contract is signed and the car sales intention is reached. Due to the large number of 4S stores and sales staff, the service attitude, personal qualities, and communication skills of each sales staff during the sales process will have an important impact on whether the car is finally sold successfully. Therefore, in order to ensure that the sales staff are in the sales process The various services of the company meet the needs o...

AI Technical Summary

Problems solved by technology

[0004] 1. Questionnaire survey questions are a limited number of questions set in advance by the manufacturer. These questions cannot fully summarize the problems that arise in the sales process, resulting in deviations between the content of the customer's answers and the questions they want to reflect, thus causing deviations in the sales evaluation

[0005] 2. Customers are bored by the individual communication method of telephone after the event, and some customers are unwilling to answer the phone. According to a survey, at present, about 20%-35% of 4S store customers do not answer the evaluation call about sales service after the sales process. As a result, the evaluation system cannot conduct timely and effective evaluations of the sales services of some sales staff

[0006] 3. In order to collect customer feedback as much as possible, the manufacturer needs to arrange special personnel to conduct telephone interviews. However, in the telephone interview method, customers are not answered in time, the line is busy, etc., and special personnel are required to follow up with customers many times to make the feedback meaningful. Hysteresis, and a great waste of manufacturer resources, the labor cost is very high

[0007] 4. In the way of telephone communication, customers do not respond perfunctorily according to their own wishes. This behavior is mainly manifested in the fact that customers answer all "yes" or all answers "no" in the questionnaire survey. According to the survey, the main reasons for the above-mentioned behavior are: Two aspects: one is that the salesperson communicates with the customer in advance and instructs the customer to answer in order to improve the service evaluation score for himself in the evaluation system. In order to save time, the personnel deliberately omitted some sales processes, such as reducing the content of car performance introduction, or concealing some service items, which seriously damaged the image of the 4S store and affected the reputation of the car brand; The sales process has carried out the service, but the customer is dissatisfied during the negotiation because the sales price of the car has not reached the price in his mind, or due to personal emotions and other reasons, he deliberately answered "no" in the questionnaire survey. Such an evaluation is not made by the salesman It is not possible to truly evaluate the service quality of the salesperson, and even the salesperson is unfairly punished by the manufacturer because of the unreasonableness of individual customers, which increases the psychological pressure of the salesperson

[0008] 5. In order to collect customers' ideas and needs, such as the type and style of cars that customers like at this stage, and customers' evaluations of other brands of cars of the same type, etc., these information are often mentioned by customers in the sales process, but Since the sales staff cannot record in real time and cannot form an effective and systematic collection of data, the manufacturer cannot grasp the real needs of customers in a timely manner

Images