New customers to the store maintenance, customer-centric "many-to-one" service group immediately built, any customer needs can be timely feedback and maximum satisfaction.
The online service platform "Commercial Company Car Life" was officially launched, opening up new service models such as online test drives and online service reservations.
"Private customized" delivery ceremony to meet the personalized needs of customers.
Such a scene is staged every day in the 4S stores of various brands under the trading company's auto trade.
In recent years, trading company Auto Trade has been based on high-quality services and driven by innovative development to promote business growth. From January to September this year, the trading company achieved an operating income of nearly 5.6 billion yuan, an increase of 27.72% year-on-year, of which the gross profit of the whole vehicle increased by more than 114%.
Trading company Auto Trade creates a "private customized" delivery ceremony. Photo courtesy of trading company auto trade
"Transparent Workshop" provides many-to-one exclusive customer service
At the beginning of 2020, the customer-centric, wechat-based to create an exclusive service team, to provide "many-to-one" all-round car service of the account manager system exclusive service group, under the leadership of the trading company auto trade came into being, this "transparent workshop" service model was quickly copied in many branches.
Trading Company Auto Trade has developed an account manager system based on The WeChat exclusive service group, and established a "many-to-one" WeChat service group for new car customers, store maintenance customers, and insured customers, including customers, service consultants, sales consultants, accident claims, customer service marketing, team management and other roles. Workshop personnel take photos or take small videos at key nodes of mechanical maintenance (such as lifting machines, computer diagnostic reports, starting to release oil, cabin cleaning, oil and water addition, old parts display, washing cars, etc.) and upload them to the exclusive WeChat group, so that customers can keep abreast of vehicle dynamics. In addition, customers need to consult about faults or repairs, and there will be a service consultant/customer service marketing prompt workshop personnel to answer in a timely manner.
At present, the service has reached all base customers through the services of Yuetong, Borui, Qixing, Deao, Feiyue and other branches. This initiative has been praised by customers, and they continue to "suck powder" for the professional services of the trading company's auto trade.
"Immersive service" creates a cinematic service atmosphere
In the face of different consumer classes, only with patience, intimacy, care, care, and enthusiasm can we impress everyone. The "immersive" service of the trading company's automobile trade segmentation and customization is an extension of the "five-heart level" service.
Trading company Auto Trade to create an online appointment test function, customers can make a test car reservation online, experience experts will lead customers to the urban roads, inner ring highways, narrow paths and other daily life of the driving environment test driving experience, and show the various functions of the car.
In addition, the trading company Qixing also created a 720° Dolby sound surround theater in the 4S store, where users can rest while waiting. 24-hour starry night service, night can also be maintained and repaired, the trading company Qixing since the launch of this service in 2015, after more than 6 years of persistence, not only for the customer car maintenance has brought convenience, but also won the great recognition of customers, every month night maintenance admission nearly 500 times, creating an output value of more than one million yuan.
"Online auto trade" one-click reservation for all-scenario services
After stabilizing the basic market of offline sales and services, the trading company auto trade has continued to accumulate strength in recent years and counterattack online. At the beginning of December, the online service platform "Trading Company Car Life" created by The Company Auto Trade was officially launched, opening up new service models such as online test drives and online service reservations.
Customers enter the "trading company car life" interface, match the model, can clearly understand the vehicle different kilometers must be maintained items, as well as the price of the service items, corresponding to the address of multiple stores, customers can freely place orders according to the needs of the service items, online reservation service time, maintenance can be completed to complete the car home.
In addition, it is also possible to obtain the reserve price through the platform new car, second-hand car, special car online, and lock the vehicle online. Selected premium products online orders can be express delivered to home, one-click rescue, test drive and maintenance, beauty online service appointments are fully opened, and some models also provide experience expert on-site test drive services.
"Adhere to the digitalization and diversification of service projects, standardized service processes, branding, with the greatest professionalism and intentions, live up to the trust of every customer in the trading company auto trade." The relevant person in charge of the trading company's auto trade said.
The "third space" accurately breaks the situation and accumulates thick and thin
The "Skyworth" car was introduced in the transformation of the flagship store of the trading company Electrical Jiefangbei. Courtesy of Chongqing Department Store
With the development of intelligent network technology and mobile Internet, consumers' cognition of automobiles has gradually changed from a single means of transportation to a "third space", and the demand for customized intelligent experiences in the car has gradually increased, and the electrification, intelligence, networking, and sharing have continued to increase.
Differentiated services add new "chips" to the core competitiveness of auto trade.
Trading Company Auto Trade and Great Wall Motor established a strategic brand cooperation, and the Chongqing Trading Company Haval, which was "married" by the two sides, settled in Eling and became Haval's 100th 4S store; at the same time, it obtained the authorization of two stores of the Great Wall Wei brand.
In the transformation of the flagship store of the electric appliances jiefangbei, the "Skyworth" car was introduced, the after-sales introduction of the trading company Yuetong, the after-sales service of Xiaopeng Automobile entered Yuetong, and the after-sales service of Weilai Automobile entered the set sail.
At present, three new energy brand cars are in "secret" negotiations, and on the track of new energy vehicles, the trading company auto trade will also bloom with new light.
Consumption upgrade, only service upgrade can match it, trading company auto trade to grasp this "steering wheel", parallel stability and far-reaching, highlighting the siege, is the best interpretation of "thinking to determine the way out". (Courtesy of Chongqing Department Store)
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