【Commercial Vehicle Xinwang Original】
As an "emerging" retail market, Shenyang's freight market is booming, and the demand for light trucks is active, and the service performance of light trucks surveyed here is undoubtedly very representative.
Recently, the reporter of the "China VI Service Satisfaction Survey" column group of commercial vehicle news media came to Liaoning Qingling Automobile Trading Co., Ltd. (hereinafter referred to as "Liaoning Qingling") located in Shenyang City to inspect the service level of Qingling Light Truck as a car buyer.
Rooted in the three eastern provinces to serve the "capture" of people's hearts
It was a cold winter, many areas in the three eastern provinces had already closed their doors with heavy snow, the temperature in Shenyang reached -10 °C that day, and there were few people in the logistics park where Liaoning Qingling was located. When the reporter was thinking that this "secret visit" might be "in vain", things took a turn for the better.
"There is something in the house that says it is too cold outside, so come first to avoid the cold." Manager Wang, a salesman in Liaoning Qingling, saw the reporter and quickly greeted him. After inviting the reporter into the house, he took the initiative to say, "On a cold day, I see you going this way, what can I do to help you?" ”
After learning that the reporter "came to intention", Manager Wang did not rush to recommend the model, but asked the reporter in detail about the car purchase needs and use scenarios for the first time. "What is the main daily transportation? Approximately what is the transportation radius? ”
When he learned that the reporter wanted to engage in supermarket distribution, Manager Wang recommended the Qingling Isuzu KV100 National Six Van transporter to the reporter. He said that the Qingling KV100 is known for its high reliability and high attendance rate, and is equipped with the Isuzu 4KH1 engine, which can easily cope with the needs of frequent start and stop of urban transportation, and has the advantages of fast start and acceleration.
At the same time, Manager Wang added that Qingling KV100 adopts large volume, high strength, multi-specification, lightweight cargo compartment, light weight and large loading capacity, which can fully meet the needs of larger cargo volume and larger cargo volume in supermarket distribution.
During the conversation, Manager Wang also introduced to reporters in detail the policies and regulations of light trucks and the local freight market. He said that the compliance of light trucks is the trend of the times, and the purchase of China VI blue-card compliant light trucks is a long-term economic account.
In addition, Manager Wang, like an "old friend", taught reporters the precautions for the use of China VI vehicles and daily maintenance instructions, and provided reporters with different financial solutions. After some field experience, the warm and thoughtful service of the staff of Liaoning Qingling made the reporter feel warm in the cold winter.
Manager Wang said that Liaoning Qingling is rooted in the three eastern provinces, in the daily sales process, adhere to the development concept of "selling good cars, doing fine services", forming a synergy between sales and services, creating a better life for users with high-quality vehicles and services, and "capturing" the hearts of users.
Segment user groups Innovative service models
"I am from a vehicle procurement background, and I have been dealing with light trucks for more than 30 years, and I know the difficulties and pain points of users in the process of vehicle use." Shi Lei, general manager of Liaoning Qingling, said that since its establishment in 2000, Liaoning Qingling has always adhered to the "two legs" of sales and service, and driven sales with the service level of passenger cars.
According to reports, Liaoning Qingling has refined services from various links such as car purchase, car use, vehicle maintenance, etc., and has built a standardized process, and the content of services has become more and more abundant. "Liaoning Qingling emphasizes communication with users in the service, strives to improve every service, and forms a significant label of sincere service." Shi Lei said.
In the second half of 2021, the overall sales growth of the commercial vehicle industry is weak, the light truck market has entered the era of stock competition, and the market competition between brands has further intensified. At the same time, live streaming is quietly changing the way Chinese people consume.
In this context, Liaoning Qingling actively innovates the service model. Shi Lei told reporters that on the one hand, in the daily marketing process, Liaoning Qingling requires every salesperson to change the sales thinking of "sitting on the business", with the new concept of "business", go deep into the front line of the market, solve the needs and pain points of users, and enhance the stickiness with users.
On the other hand, Liaoning Qingling uses Internet thinking to explore the deep service extension value. Relying on the existing huge user resources, subdividing user groups, carrying out accurate management, and winning the trust of users through refined services, forming a benign sales model of "repeat customers" and "word-of-mouth customers".
"The three eastern provinces are sparsely populated, and the service should be targeted in order to create more value for users." Shi Lei added that in the next step, Liaoning Qingling will also actively try to live sell cars, forming a new model of linkage services with online "wide casting net" + offline precision delivery, and better serving users.
Quantitative maintenance skills to build a talent "pyramid"
As a money-making tool for card friends, light trucks cannot avoid creating benefits. As an important part of the whole life cycle of the vehicle, after-sales service is directly linked to the benefits of the user. In particular, the full implementation of China VI emissions, the importance of after-sales service is further highlighted.
"Solving users' problems at any time and relieving users' worries is the criterion for Liaoning Qingling's after-sales service." Li Dingfu, service manager of Liaoning Qingling, said that in the sixth stage of the country, Liaoning Qingling will focus on the construction of a sound service supporting system, standardize the correct use of vehicles by users, and cultivate the habit of users to maintain vehicles at regular service outlets.
It is understood that in order to effectively create value for users, fully adapt to the challenges brought about by the upgrading of National VI emissions. On the one hand, Liaoning Qingling has trained a large number of professional service talents with the help of qingling motors Q-1 national skills competition, strengthened the service professionalism of maintenance personnel, and improved the level and efficiency of after-sales skills.
On the other hand, in the process of daily maintenance, Liaoning Qingling strengthens the training of maintenance personnel's business ability by organizing centralized teaching, real vehicle training, on-site fault handling observation, "weekly examination" and other ways, meets the user's demand for quality service, and builds a service competitive advantage.
"Through the examination, Liaoning Qingling 'quantified' the results of personnel training and effectively implemented the skills training of maintenance personnel." Li Dingfu stressed that at present, for the maintenance of the National VI model, Liaoning Qingling has built a solid talent "pyramid", the service team has a new look, and the vehicle repair rate and user satisfaction have steadily improved.
Not only that, in the past two years, Liaoning Qingling has upgraded its services again, not only promoting the transparency of maintenance and accessories costs, but also carpet visiting and caring for users. Successively carried out the "caravan" service visits, free regular door-to-door inspection vehicle activities, and won the initiative of the service, bringing significant brand effect.
Nowadays, through the construction of service system, after-sales service skills training, subdivision of user groups, etc., Liaoning Qingling has created a precise and meticulous service concept and improved user satisfaction. In the future, Qingling Light Truck will start from the needs of users, practice user thinking, and help users create a happy life with warm and worry-free services, and contribute to the revitalization of the economy of the three eastern provinces.
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