4S shop after-sales service unannounced visit (5) Toyota／Honda／Nissan
Scoring standard for unannounced visits to the basic business level of after-sales service in 4S stores
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 Out of 100 points
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 Out of 100 points