C09
销售顾问是否使用ipad向您展示车辆
S.C. used ipad to present vehicles
C10
销售顾问向您讲解展车时，是否主动展开话题，与您互动
S.C. initiated topics to present vehicles with interaction
C11
销售顾问向您讲解展车时，鼓励您亲自体验车辆
B06
销售顾问是否主动询问您的姓氏
S.C. asked for your surname
B07
销售顾问是否做自我介绍
S.C.did a self-introduction
B08
销售顾问是否双手递名片给您
S.C. provided his business card with both hands
B09
You conducted test drive with your preferred model
D04
试乘试驾车辆内外是否整洁
The interior and exterior of the demo car are clean
这是我们的试乘试驾路线。我们将从这里出发[在地图上指出路线]。然后，我们将经历典型的市区交通状况，您有时间熟悉车辆，试试所有配置，例如：音响系统或者空调系统。然后，我们将继续开到高速公路上，在高速公路上有机会体验发动机性能，以及在我们介绍展车时您向我询问的DISTRONIC。然后……[继续讲解路线以及在哪儿可以体验什么]。这条试乘试驾路线已经被输入在导航系统中，上车后，您可以先熟悉一下，这样在驾驶的过程中您就能体验到它的便捷和强大功能。
Receptionist / S.C. accurately told dealer location
A08
接待员/销售顾问的接待是否热情（不刻板）
Receptionist / S.C.was warm and friendly
A09
接待员/销售顾问是否邀请您到店看车
Receptionist / S.C. invited you to visit dealer
B02
门卫见到顾客时，是否向您微笑致意
Guard greeted you with smile
B03
门卫是否向您确认来访的意图
Guard confirmed your visiting purpose
B04
门卫手掌张开为您指明您停车场方向
Guard showed direction of parking lot with palm
题号
Number
问题
Questions.
话术范例
Word Track Guidance
A01
营业时间内，电话是否在3声铃声/ 6秒彩铃内被接听的
Call was picked up within 3 rings / 6 seconds in the business hours
A02
接待员/销售顾问是否主动问候您（使用您好，上午好等敬语）
A05
接待员/销售顾问是否询问您的姓氏
Receptionist / S.C. asked for your surname
A06
接待员/销售顾问是否询问与顾客确认有无可提供帮助“向您提供帮助”
Receptionist / S.C. offered help
A07
接待员/销售顾问是否能够清楚描述经销商位置
A03
接待员/销售顾问是否报出她的姓名和职位
Receptionist / S.C. informed name and position
A04
接待员/销售顾问是否感谢您致电某品牌经销商（使用“品牌+某某经销商”的格式）
Receptionist / S.C. thanked you for calling
“欢迎光临梅赛德斯-奔驰XXX经销店。您是看车还是维修保养？”
请您从这儿右/左转，把车开到展厅门口[手掌张开，为顾客指出方向]。祝您看车愉快！”
Welcome to Mercedes-Benz XXX dealer. Are you coming for sales or after sales service? [Wait for answer and listen carefully] Thank you. Please turn to the right / left and stop your car right at the front of the dealership entrance over there. Thank you and enjoy your stay with us!
S.C. encouraged you to experience vehicles on your own
C12
销售顾问向您讲解配置给您的驾驶经历带来的好处
S.C. explained the benefits of trims / features for your driving
C13
销售顾问在您提及竞品时，没有使用诋毁性的语言
C02
销售顾问是否询问您车辆使用用途和环境
S.C.asked the purpose and the environment of vehicle usage
C03
销售顾问是否询问您曾经考虑的该品牌的意向车型和配置
S.C.asked your preferred model and trim of this brand
问题
Questions.
话术范例
Word Track Guidance
D01
销售顾问当天主动邀请您试乘试驾
S.C. proactively invited you to test drive
D02
您是否在当天进行的试乘试驾
You conducted test drive
D03
您试驾的是否是您的意向车型
黄先生，明天我可以为您安排试乘试驾，也欢迎您带上家人和朋友一起来体验，您只要带上驾照就可以。我能问一下您的电话号码吗？以便有什么事情我们可以立刻联系您。如果您的计划有变，您可以打电话给我，我们会重新为您安排。感谢您的来电。那我们明天上午10点见。
Mr. Huang, we could arrange for you a test drive tomorrow, your family and friendsare also welcomed. You only need to bring your driving license. Could you, please confirm to me your phone number, in case any changes happen. I would ask you please, to call me if your plans change and we will reschedule for you. Thank you for calling us. I look forward to meeting you in person tomorrow at 10 AM.
Hale Waihona Puke C04销售顾问是否询问您曾经考虑的竞争品牌的意向车型和配置
S.C. asked your preferred model and trim of competitors' brand
C05
销售顾问是否询问您购车预算
S.C. asked your purchase budget
C06
销售顾问是否询问您计划用车时间
Receptionist / S.C. greeted you
早上好！感谢您致电梅赛德斯-奔驰XXX经销店。我是接待员**，请问有什么我可以帮助您的？
“Good morning and thanks for calling Mercedes-Benz XXX dealer. I am receptionist Hu Lin, how can I help you?"
S.C.asked the vehicle utilization time
C07
销售顾问是否使用漆面/皮革样本向您展示车辆
S.C. used the lacquer / leather sample to present vehicles
C08
销售顾问是否使用车型宣传册向您展示车辆
S.C. used brochure to present vehicles
B05
当您踏进展厅，是否立刻有人（接待员或者是销售顾问）主动热情接待
When entered into the show room,receptionist/ S.C.greeted you warmly
您好，我是这里的销售顾问王宇，这是我的名片，今天由我来接待您。请问您贵姓？
今天天气挺热的，您需要先来点饮料么？我们这里有咖啡，冰绿茶，可乐，和冰水。
A10
接待员/销售顾问是否向您邀约试乘试驾
Receptionist / S.C. invited you to test drive
A11
接待员/销售顾问是否邀请您的家人/朋友一起来试乘试驾
Receptionist / S.C. invited your family /friend to test drive
您现在的XX（品牌/车型）排量多大？是哪一年买的？您一般是开车上班还是有其他的用途？主要是长途还是短途？一般有几个人乘坐？您最喜欢现在这部XX的哪些方面？有哪些方面您觉得不太满意？您还去看了哪些品牌？您具体考虑哪个配置的？您打算什么时候用车？
What’s the output volume of your current vehicle? What year is that model? Do you normally use it for business or multipurpose ? How often do you typically drive? Long or short distance? How many people do you normally transport? What features are you most satisfied with this XX model? What is unsatisfactory about this model? Have you visited other brands? What are the critical features you are looking for concerning your next vehicle? When do you plan to purchase a vehicle?