| Scoring standard for unannounced visits to the basic business level of after-sales service in 4S stores |
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Unannounced visit project |
Supplementary explanation of scoring conditions |
grading standards |
| Appointment stage |
Can I make an appointment for maintenance/repair by phone? |
① Yes ② No. |
① Yes, 4 points ② No, 0 points |
| Make an appointment to connect the phone. |
① Connect in 10 seconds; ② Connect in more than 10 seconds; ③ Need to dial many times. |
①4 points ②2 points ③0 points |
| Can I go to the store for maintenance on time after booking? |
① Arrive at the store within 10 minutes; ② Wait for 10 minutes -20 minutes; ③ More than 20 minutes. |
①4 points ②2 points ③0 points |
| Arrival reception stage |
Command parking when entering the 4S shop. Is there someone to guide parking? |
① Yes ② No. |
①4 points ②0 points |
| Is there any after-sales consultant to greet you when you enter the maintenance reception room? |
① Active reception ② No one cares. |
①4 points ②0 points |
| Is the after-sales consultant’s dress uniform |
① Uniform dress ② Uneven dress. |
①4 points ②0 points |
| Preliminary inspection |
① Preliminary inspection of vehicles and communication/confirmation with customers.
② Preliminary inspection but lack of communication with customers.
③ No preliminary examination. |
①4 points ②2 points ③0 points |
| Are maintenance/repair items determined with the owner before construction? |
① Yes ② No. |
①4 points ②0 points |
| Does the consultant estimate the maintenance time? |
① Yes ② No. |
①4 points ②0 points |
| Did you put on the seat cover/steering wheel cover/shift lever cover during the initial inspection? |
① Both; ② Incomplete; ③ None. |
①4 points ②2 points ③0 points |
| Lounge service |
Does anyone inform or guide the customer to the lounge? |
① Yes ② No. |
①4 points ②0 points |
| Are there any service personnel in the lounge who offer drinks or food voluntarily? |
① Yes ② No. |
①4 points ②0 points |
| Can you provide drinks with three temperatures: cold/hot/normal temperature? |
① Both; ② Incomplete; ③ None. |
①4 points ②2 points ③0 points |
Recreational facilities in the lounge
(Audio-visual/computer Internet access) can be used normally. |
① Both.
(2) there is one of them.
③ None. |
①4 points ②2 points ③0 points |
| Is the identification of in-store area clear? |
① Clear ② Unclear ③ No logo. |
①4 points ②2 points ③0 points |
| Is there a clear division of smoking/non-smoking areas or is it clear whether smoking is allowed? |
① Yes ② No. |
①4 points ②0 points |
| Will the staff take the initiative to arrange free lunch for customers who have maintenance/repair beyond noon? |
① Yes ② No. |
①4 points ②0 points |
| There is an independent customer restaurant. |
① Yes ② No. |
①4 points ②0 points |
| Is the toilet hand sanitizer and toilet paper fully equipped? |
① Yes ② No. |
①4 points ②0 points |
| Maintenance stage |
Can customers know the progress of maintenance? |
① There is a progress display screen ② The service personnel can give a definite answer ③ There is no definite answer. |
①4 points ②2 points ③0 points |
| In the absence of additional items, is the maintenance time the same as that notified when entering the store? |
① Yes ② No. |
①4 points ②0 points |
| Car wash after maintenance |
① Wash the car ② Wash the car after user’s request ③ Fail to wash the car after user’s request. |
①4 points ②2 points ③0 points |
| Do you take the initiative to inform the next maintenance time? |
① Yes ② No. |
①4 points ②0 points |
| After the maintenance, do the functions in the car keep the original settings? |
① Yes ② No. |
①4 points ②0 points |
| Is there a staff member who takes the initiative to remind and give away a message? |
① Yes ② No. |
①4 points ②0 points |
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Out of 100 points |