What Does a Service Advisor Do?

Car service consultants are car service consultants who receive customers during car repairs. Car service consultants need to understand basic car knowledge and common car failures, which are not very technically demanding.

Car service consultant

Car service consultants, the reception process is more flexible, to understand customer needs, timely insight into customer psychology, to know what the customer needs, I hope you can do for him, three months internship in the 4S shop assessment post. It is important for service consultants to understand what role they play in the entire repair process. Generally, 4S stores require service consultants to be flexible in their reception. They must have affinity for customers and make customers trust you. It is to master the DMS system, to learn billing, estimation, and settlement. Among them, it is necessary to be proficient in the price of common accessories and installation hours, accurately report the valuation, flexible communication, and let customers recognize your charges is a flexible process.

1. Obey the leadership of the general manager and executive manager of the enterprise, strictly implement the various rules and regulations of the enterprise, and assume corresponding responsibilities for the work they are responsible for.

2. Responsible for accepting maintenance requests from customers or making maintenance suggestions to customers. After customers' consent, handle the appointment procedures.

3 Responsible for receiving consulting business customers or customers who come to the company for vehicle repairs, and carefully ask customers for their intentions and requirements.

4 Responsible for cooperating with technical personnel to diagnose the technology of the service vehicle, determine the maintenance content and approximate deadline.

5. Responsible for maintenance quotation, determine the customer's incoming maintenance time and scheduled maintenance costs.

6. Responsible for handling vehicle delivery procedures with customers and workshop maintenance personnel.

7. Responsible for daily progress supervision of maintenance business.

8. Responsible for soliciting and handling opinions on maintenance items.

9. Responsible for exporting the completed vehicle from the maintenance vehicle indirectly, checking the appearance and technical conditions of the vehicle and related on-board items, notifying the customer to pick up the vehicle, and preparing the customer pickup information.

10 Responsible for receiving customers who come to the company to pick up the car, guide the customer to inspect the completed vehicle, report the maintenance situation to the customer, handle the settlement procedures, and send it to the customer.

11. Responsible for customer inquiries,

The pick-up process of the service consultants of each 4S shop is slightly different, but the general process is similar:

Car service consultant reception service

1. Preparation for reception (1) The service consultant checks the appearance and meters according to the specifications. (2) Prepare necessary forms, tools, and materials. (3) Environmental maintenance and cleaning.

2. Welcome customers (1) Actively meet customers and guide them to stop. (2) Use standard greeting language. (3) Appropriately address customers. (4) Pay attention to the order of reception.

3. Ring car inspection (1) Install a three-piece suit. (2) Basic information registration. (3) Ring car inspection. (4) Fill in the registration form in detail and accurately.

4. On-site consultation to understand the customer's concerns, ask the customer's intentions, listen carefully to the customer's requirements and the description of the vehicle failure.

5. Fault confirmation (1) If the fault can be determined immediately, according to the quality guarantee regulations, explain to the customer whether the vehicle maintenance items and the customer's needs fall within the scope of quality guarantee. If it is difficult to determine whether it is within the scope of quality guarantee at that time, the reason should be explained to the customer and a conclusion will be drawn after further diagnosis. If it is still unclear, report the situation to the FAW Car Service Department and draw a conclusion after approval. (2) If the fault cannot be determined immediately, explain to the customer that it can only be determined after thorough and careful inspection.

6. Obtain and verify customer and vehicle information (1) Obtain driving licenses and vehicle maintenance manuals from customers. (2) Guide the customer to the reception desk and ask the customer to sit down.

7. Confirm the supply of spare parts. Query the spare parts inventory to determine whether there are required spare parts.

8. Estimate the cost of spare parts / man-hours (1) Check the customer service file in the DMS system to determine whether there are other recommended maintenance items for the vehicle. (2) Estimate the maintenance costs as accurately as possible, and refine the maintenance costs according to working hours and spare parts costs. (3) Enter all items and required spare parts into the DMS system. (4) If the failure cannot be determined, inform the customer to give detailed charges after the inspection results come out.

9. Estimated completion time Estimate the completion time based on the estimated man-hours required for the maintenance project and the actual situation in the store.

10. Make a power of attorney (1) Ask and explain to the customer the payment methods accepted by the company. (2) Explain the delivery procedure, and ask customers how to handle the old parts. (3) Ask customers if they accept free car wash services. (4) Enter the above information into the DMS system. (5) Tell the customer that if a new repair item is found during the repair process, they will be contacted in time, and the repair will not be performed until the customer agrees and authorizes it. (6) Print the power of attorney, explain the power of attorney to the customer, and ask the customer to sign for confirmation. (7) Connect the customer with the pick-up registration form and the power of attorney.

11. Arrange customers to rest Customers wait in the sales service center.

Car service consultant job management

1. Handover between the service consultant and the workshop supervisor (1) The service consultant drives the vehicle to the area to be repaired, and gives the vehicle key, "mission commission" and "reception registration form" to the workshop supervisor. (2) Handover with the vehicle in charge of the workshop in accordance with the "Mission Power" and "Receipt Registration Form". (3) Explain the job content to the workshop supervisor. (4) Explain the delivery time requirements and other matters needing attention to the workshop supervisor.

2. The workshop supervisor sends work to the team leader (1) The workshop supervisor determines the priority of dispatch. (2) The workshop supervisor dispatches work to the team according to the technical ability and working status of each team.

3. Carry out maintenance operations (1) After the team receives the task, the vehicle will be inspected and accepted according to the "Receipt Registration Form". (2) Confirm the failure phenomenon and test run if necessary. (3) Carry out maintenance or diagnosis according to the work content on the "Mission Power". (4) The maintenance technician picks up the material with the Power of Attorney and signs the warehouse delivery form. (5) Non-working needs are not allowed in the car and electrical equipment on the customer's car. (6) The maintenance technician should carefully protect the items left by the customer in the car. It is strictly forbidden to touch it when it is not work, and it is necessary to notify the service consultant to obtain the customer's consent when it needs to be touched. 4. Problems during the operation (1) When the operation progress changes, the maintenance technician must report to the workshop supervisor and the service consultant in time so that the service consultant can contact the customer in time to obtain the customer's understanding or approval. (2) When the operation item changes-add item processing.

5. Self-inspection and inspection by the team leader (1) After the maintenance technician has completed the operation, perform a self-inspection first. (2) After the self-inspection is completed, the team leader will inspect it. (3) After the inspection is qualified, the team leader writes down the vehicle maintenance suggestions, precautions, etc. in the "Mission Letter" and signs it. (4) Submit a quality inspector or technical director for quality inspection.

6. The general inspection quality inspector or technical director conducts 100% inspection.

7. Vehicle cleaning (1) After passing the general inspection, if the customer accepts free car washing service, drive the vehicle to a car washing station, and notify the workshop supervisor and service consultant that the car has started cleaning. (2) When cleaning the exterior of the vehicle, it must be ensured that there are no scratches on the paint surface or depression by external forces. (3) Thoroughly clean the cab, trunk, engine compartment and other parts. The dust in ashtrays, carpets, meters and other parts must be cleaned up, pay attention to protect the contents of the car. (4) After cleaning, park the vehicle in the completed parking area. The vehicle should be arranged neatly with the front of the vehicle facing the exit.

Car service consultant

1. Notify the service consultant to prepare the delivery of the vehicle (1) Hand over the car keys, "mission entrustment", "reception registration form" and other items to the workshop supervisor and notify the service consultant that the vehicle has been repaired. (2) Notify the service consultant of the parking location.

2. Delivery by the service consultant (1) Check the "mission mandate" to ensure that the written records of all maintenance items entrusted by the customer have been completed and signed by the quality inspector. (2) The actual vehicle is checked with the Mission Power to ensure that all maintenance items entrusted by the customer have been completed on the vehicle. (3) Confirm that the fault has been eliminated and test drive if necessary. (4) Confirm the old parts replaced from the vehicle. (5) Confirm the cleanliness of the inside and outside of the vehicle (including no dust, oil, grease). (6) Other inspections: Except for the appearance of the vehicle, no rags, tools, nuts, bolts, etc. remain.

3. Notify the customer and agree to deliver the vehicle (1) After the inspection is completed, contact the customer immediately to inform them that the vehicle has been repaired. (2) Arrange delivery time with customers. (3) Do not hand over vehicles during rush hours for overhaul and accident vehicles.

4. Accompany the customer to inspect the car (1) The service consultant accompanies the customer to check the maintenance status of the vehicle, and explains the actual car to the customer according to the mandate and the registration form. (2) Show customers the replaced old ones. (3) Explain vehicle maintenance recommendations and precautions for vehicle use. (4) Remind customers of the time and mileage for the next maintenance. (5) Explain that the spare tires and tools have been inspected and explain the inspection results. (6) Explain to customers that the inside and outside of the vehicle are clean. (7) Inform the customer that the sales service center will conduct a customer service follow-up telephone call within 3 days and ask the customer when it is convenient to answer the call. (8) When the customer removes the three-piece suit, put it in the recovery device.

5. Make a statement (1) Guide the customer to the service reception desk, and ask the customer to sit down. (2) Print out the vehicle maintenance statement and exit permit.

6. Explain to the customer the relevant matters needing attention (1) Explain to the customer that these tasks are recommended according to the "recommended maintenance items" on the mandate, and record them on the vehicle maintenance statement. In particular, the recommended maintenance items related to safety should explain to the customer the reasons for the necessary repairs and the serious consequences of not repairing them. If the customers do not agree to the repairs, please ask the customers to indicate and sign. (2) Explain the records in the maintenance manual (if any). (3) For the first-guarantee customer, explain that the first-time maintenance is a free maintenance item, and briefly introduce the quality guarantee regulations and the importance of regular maintenance. (4) Record the time and mileage of the next maintenance on the vehicle maintenance statement and remind customers to pay attention. (5) Inform customers that they will remind and reserve customers for maintenance before the next maintenance due. (6) Confirm the time with the customer to answer the service quality tracking call and record it on the vehicle maintenance statement.

7. Expenses (1) Explain the charges to customers based on the vehicle maintenance statement. (2) Customers are requested to sign and confirm on the statement of settlement.

8. The service consultant accompanies the customer to checkout (1) The service consultant accompanies the customer at their own expense to the checkout counter. (2) The accountant stacks up the statement, invoice, etc., and pays attention to the outward charge. (3) Put the change and the exit permit on the folded invoice, etc., and hand it to the customer with both hands. (4) The cashier thanked the customer for coming and said goodbye to the customer.

9. The service consultant will return the information to the customer. (1) The service consultant will return the car key, driving license, maintenance manual and other related items to the customer. (2) Tell the customer how to contact the service consultant (telephone number, etc.) at any time. (3) Ask customers if they have other services.

10. Send the customer to leave the farewell customer and thank the customer for their patronage: