呼叫中心系统在4s店起到的作用介绍

4S shop is a "four in one" as the core of the car franchise model, including sales, spare parts (Sparepart), after-sales service, information feedback (Survey) and so on. It has a unified appearance image, unified logo, unified management standards, only the characteristics of a single brand. It is a tangible market with prominent personality, channel consistency and unified cultural concept, 4S stores in the promotion of automotive brand, automotive production enterprise image advantage is good! 4S stores, just to meet the needs of users, it can provide well-equipped, clean maintenance area, modern equipment and modern equipment Service management, highly professional atmosphere, good maintenance of service facilities, adequate supply of spare parts, prompt and timely tracking of the service system. Through 4S shop service, users can have a sense of trust in the brand, thereby expanding sales. "

因此，“4S”的关键词是“解决方案”和“服务”。其实在“服务经济社会”的大背景下，“4S”模式其实和其他一些已进入“以方案和服务为核心竞争力时代”的行业销售服务模式殊路同归，只不过叫法更时尚、更新一些。

Therefore, the key word of "4S" is "solution" and "service". In fact, in the context of "serving the economy and society," the "4S" model and some other industries have entered the "program and service as the core competitiveness of the era" of sales and service models come together, but more fashionable and updated.

汽车行业被呼叫中心系统提供强劲功能，使销售人员通过一个连贯的流程，实现销售和服务。

The call center system in the automotive industry provides strong functionality that enables salespeople to achieve sales and services through a coherent process.

1)主动呼叫、寻找客户

(1) actively calling, looking for customers.

2)跟踪服务，连续销售

(2) tracking services, continuous sales

3)来电智能分类，强化连续服务

(3) call intelligence classification, strengthen continuous service.

当有用户来电时，系统能够自动分析，将用户转接给上次为其服务的销售人员，以便于服务拥有最好的延续性。如果该销售人员暂时无法服务，系统将寻找空闲人员接通，并将用户资料弹屏，最大限度保持服务连续性。

_When a user calls, the system can automatically analyze and transfer the user to the salesperson who served him last time, so that the service has the best continuity. If the salesman is temporarily unable to serve, the system will look for idle personnel to connect, and the user data flip screen, to maximize the continuity of service.

4)用户资料弹屏，提升用户感受

(4) user data screen, enhance user experience.

无论用户来电还是主动外呼营销，在呼叫接通前，系统都将弹屏用户资料，包含用户姓名、年龄、购车意向、最近通话记录等等，使销售人员充分了解用户，有目的的连续服务。

_, whether the user calls or actively calls out marketing, before the call is put through, the system will flip-screen user information, including user name, age, car purchase intention, recent call records and so on, so that sales personnel fully understand the user, purposeful continuous service.

5)电话预订

(5) telephone reservation

6)自动回访日程安排，挖掘用户价值

(6) automatically return to schedule and tap user value.

在汽车维修行业，除了拥有类似以上4S店汽车销售的功能外，还拥有以下特色功能：

_In the automotive maintenance industry, in addition to having similar 4S shop car sales functions, but also has the following features:

1)汽车分类查询

(1) vehicle classification query

2)紧急求助

(2) urgent help

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