4S店銷售維修接待工作流程分析與研究

（汽車專業(yè)畢業(yè)論文）

7830字


摘要

隨著汽車市場和汽車用品行業(yè)的競爭日趨激烈，一些尋求創(chuàng)新與突破的汽車用品經(jīng)銷商、代理商、汽車用品生產(chǎn)廠家，在保持和鞏固原有汽車后市場銷售渠道的同時，紛紛選擇與汽車4S店合作，以拓展新的銷售渠道和通道。而眾多汽車4S店為了建立自己的經(jīng)營品牌和特色，追求利潤的更多增長點(diǎn)，都不斷的地努力加強(qiáng)汽車用品銷售各個流程的管理，改善自身的經(jīng)營模式。

汽車的銷售維修接待工作流程、銷售業(yè)績的好壞直接決定著企業(yè)的利益，銷售維修接待工作等任一工作流程的操作不規(guī)范或者失誤，會直接導(dǎo)致4S店客戶的流失，導(dǎo)致銷售業(yè)績不佳而損害了企業(yè)的利益。因此，本文以4S店為研究對象，對4S店的銷售維修接待工作的各個流程進(jìn)行分析和研究，并對各個工作流程作了比較詳細(xì)的解釋和說明，為4S店銷售維修接待工作人員提供規(guī)范的工作流程，以提升4S店的服務(wù)水平和企業(yè)形象，為獲取更多的客戶、更大的經(jīng)濟(jì)效益打下堅實(shí)的基礎(chǔ)具有一定的意義。

關(guān)鍵詞: 4S店，銷售，維修，接待，工作流程。

Abstract

As the competition of auto market and automobile accessories is becoming more and more fierce day by day, some automobile products dealers, agents, auto supplies manufacturers are seeking innovation and breakthrough, in maintaining and consolidating original auto sales market channels simultaneously, they would rather choose to cooperate with 4S auto stores in order to expand and develop its sales channel. more and more 4S auto stores are trying to strengthen the management of the sales of each process, and improve its business mode, all this continuous efforts that the 4S auto stores have made is trying to establish its brands and features, and their final goal is to find new profit growth point so that they make further development.

The sales and sales process of the car have great influence to the enterprise's interests. Therefore, some clients probably will lose if the working process isn’t standard or incorrect, not to speak of the benefit of 4S corporation. Consequently, this paper is study on the 4S enterprise, analyze and research the whole process of sale, maintenance and reception, in addition, this paper will provide detailed information as well as interpretation about these three working processes for the purpose of improving the service and status of 4S enterprise, what is more, this essay can give some useful reference to these staffs so that to build a solid foundation for further development.

Keyword: 4S store, sale, maintenance ，reception .

目 錄

第一章 緒論 1

1.1研究的背景和意義 1

1.2 研究的內(nèi)容和方法 1

1.3研究的目的和意義 1

本章小結(jié) 2

第二章 4S店銷售工作流程分析與研究 3

2.1 4S店銷售流程的基本內(nèi)容 3

2.2 客戶開發(fā) 3

2.2.1 客戶開發(fā)步驟 3

2.2.2 客戶開發(fā)渠道 4

2.3 4S店銷售服務(wù)流程 4

本章小結(jié) 7

第三章 4S店維修接待工作流程分析與研究 8

3.1 維修接待工作流程的基本內(nèi)容 8

3.2 維修接待工作流程的步驟分析 13

本章小結(jié) 15

結(jié) 論 16

參考文獻(xiàn) 18

致 謝 19