一汽大众2014销售秘密采购问卷细则questionnaire

Code最高分值MAX问题question判断条件situation分值score

01.是 Yes302.否，未能及时接听电话 No, failed to answer the call timely003.否，无人接听或电话无法接通 No, no answer or the phone number could not be connected001.是 Yes302.否，有回答但未能解答我的疑问 No, there are answers but failed to answer my questions003.否，没有回答我的疑问 No, the sales person did not answer my question004.否，无人接听或电话无法接通 No, no answer or the phone number could not be connected001.是Yes202.否，没有主动邀请no invitation003.否，无人接听或电话无法接通 No, no answer or the phone number could not be connected0

01;没有等待或少于1 分钟 No waiting time/less than 1 minute502.等待时间小于5 分钟，且有销售人员（如前台人员等）招呼我，例如：请我自行看车或到休息区为我提供饮品 Less than 5 minutes, andthere are sales staff who recept me, for example, invite me to view the car by myself or invite me to the seating area and offer me drinks.3

03.等待时间小于5 分钟，但这个过程中没有任何人招呼我 Less than 5 minutes but there was not anyone who recept me during thisprocess.1

04. 5分钟之后我主动找的销售顾问 more than 5 minutes,no one recept me, I approached one salesperson finally 若您选择此选项，请您回答，为什么需要您等待？if you choose the 3ird, please answer why there was no one recept you?-展厅里没有销售顾问No sales advisor was present in the showroom-没有空闲的销售顾问（例如：他们都在接待其他顾客） No sales adviosr were available (e.g. they were all busy with other customers)-销售顾问在讨论与工作无关的东西Sales advisor was conducting a private conversation-销售顾问在自己的办公桌/忙于行政事务Sales advisor was working at his desk/ busy with administration-没有确切的要让我等待的原因There was no obvious reason why I had to wait-其他原因Other reasons

0

01.是Yes502.征得顾客同意后，中途离开，且并未超过五分钟 Leave less than 5 minutes after getting agreement from customer303.中途将我转交给其他同事，且我的等待时间并未超过5分钟 No,Transferred me to a colleague within 5 minutes104.否，接待过程中未经过客户允许而接听电话或中途离开 No, answer the call or leave without any permission of the customer during thereception process.1

05.否，接待过程中同时接待多个顾客 No, Recept multiple customers at the same time during the reception process106.否，中途离开，且等待超过5分钟仍没有人来接待(进入问题6)No,I wait for more than 5 mins, but no one receipt me(enter the 6thquestion)0

01.接待过程中销售顾问未中途离开或中途离开不超过5分钟，此题不涉及 Sales Advisor did not leave during the reception process or theless than 5 minutes, so that this question does not be involved0

02.非常友善，向我解释了需要等待的原因 Very friendly and gave a short explanation for the delay并且：and-建议我先随便看看Suggested that I have a look around-给我一些宣传册阅读 Gave me some brochures to read-提供我座位 Offered me a seat-提供我饮料 Offered me a drink

0

03.很友善，但没有解释为什么我需要需要我等待 Friendly but did not explain why I had to wait-1

B025从销售顾问开始接待您，到您离店，销售顾问是否一直专心的接待您？From the sales advisorbegan to receive you till you leaved the dealership, did the sales advisor pay concentrate onserving for you?

B030在整个接待过程中，当销售顾问需要您等待时，销售顾问是怎样要求您等待的？How did thesalesperson ask you to wait during the sales process if he must ask you to wait for him?

销售人员是否对您的提问及时给予清晰的解答Did the sales person give clear answers for yourquestions?

A032销售人员是否能够在电话中主动邀请到店体验？Did the sales person initiatively invite you to thedealer store?

到店接待Reception(15)

B015您进入经销店展厅后，等了多久，销售顾问才来接待您？How long did you have to wait until asales advisor approached you for the first time since you enter the dealership showroom?（备注：销售顾问开始为您提供购车服务才视为已开始接待Note: It was considered as receptionstarted that the sales advisor begin to provide you with car purchasing service.）

A0232014年经销商秘密采问卷评分表2014 Mystery Shopping Questionnaire[经销商执行过程中不必做到全部环节，应根据客户需求提供销售服务] [Dealer does not have to do all aspects and should provide sales service according to customer demands]

购车经历（98分）Purchasing Experience (98 points)电话咨询Telephone Reception(8)

A013您致电经销商后，是否有人及时接听您的电话？（铃响三声或彩铃15秒内）If you call the dealer,did someone promptly answer your call? (Within three rings or 15 seconds ring tones)04.冷淡，粗鲁 unconcern, curt-301.是，销售人员三项或以上，例如____________________Yes, the sales advisor did three items or above, forexample:____________________502.是，销售人员做到了两项，例如____________________Yes, the sales advisor did two items, forexample:____________________303.是，销售人员做到了一项，例如____________________Yes, the sales advisor did one item, for example:____________________104.没有Nothing001.是，他/她详细的询问了我的需求（至少覆盖了我的用途、预算、兴趣、对配置的要求）Yes, he / she asked my needs in detail (at leastcovering the use of my budget, interests, the configuration requirements)502.是，他/她询问了我的需求（覆盖且仅覆盖了我的用途、预算、兴趣、对配置的要求）Yes, he / she asked my needs (but onlycovering the use of my budget, interests, the configuration requirements)403.是，他有询问我的需求，但未能完全覆盖我的用途、预算、兴趣、对配置的要求 Yes, he / she asked my needs (but not covering the useof my budget, interests, the configuration requirements overall)204.否，没有询问我的需求 No, he/she did not ask my needs001.是，销售顾问做到了三条以上 Yes, the sales advisor did three or more502.是，销售顾问只做到其中两条 Yes, the sales advisor did only two points303.是，仅做到其中一点 Yes, the sales person did only one points104.否，销售顾问并未对我的需求做任何回应 No, the sales advisor did give any response to my needs005.否，销售顾问并未询问我的需求 No, the sales advisor did not ask my needs0C025在告知销售顾问您的需求后，销售顾问得知您的需求后，其回应是否及时？例如：After thesales advisor knows what are your needs, is the sales advisor response timely andreasonable? e.g.:a.进一步询问以确定我的需求 Asked more questions to determine my requirementsb.马上给我一些大致的信息（关于车型、配置等等） Immediately gave me some generalinformation(on models/equipment etc.)c.马上给我一个现在有货的车型列表 Immediately gave me a list of cars in stockd.马上推荐了一款车型 ，阐述理由Immediately recommended a model，and explain whye.给我提供一些可以带走和阅读的宣传册 Offered me some brochures to take away and read车辆展示Vehicle Introduction（17）B045在整个接待过程中，您有没有受到其他服务？Did you receive any additional services？例如For Example：