Reception
The Reception is the phase in which the Customer enters the workshop. At this time, the Customer confirms or updates the needs declared during the Booking Phase.
Main objectives:
It is a very important step in the Aftersales business, as it allows the dealer to:
Golden rules
Once an appointment is booked it is important to ensure that all the preparation steps are done correctly to guarantee the promised delivery time and the Customer satisfaction.
In order to ensure premium Customer service:
Customer satisfaction index (CSI)
ReceptionQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Spare parts pre-picking SATISFACTION / RECO / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Welcome and data check (recommendation for scheduled and unscheduled Customer management) SATISFACTION / RECO / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Customer's identification requirement (take note of the Customer complaint and use reception check list) SATISFACTION / RECOC / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Preliminary Checks for Electric Vehicles SATISFACTION / RECO / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Vehicle inspection (vehicle health check + Customer programs + promotion + mobility services + promote accessories & pick up delivery service) SATISFACTION / RECO / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Quote estimation SATISFACTION / RECO / FRFT Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs? Repair order opening SATISFACTION / RECO / FRFTQ5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs? Customization of the Reception (service maintenance / repair / repeated repair) MOBILITY / SATISFACTION / RECO Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs? Customer waiting (recommendation if Customer waiting or not) MOBILITY / SATISFACTION / RECO
Q7 : Was an alternative transportation offered to you during the work performed? (E.g. Drop-off & Pickup, Collection & Delivery, Shuttle service, courtesy cars, rental, taxi...)
Q4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q7 : Was an alternative transportation offered to you during the work performed? (E.g. Drop-off & Pickup, Collection & Delivery, Shuttle service, courtesy cars, rental, taxi...)
Q4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Reception tools
Q4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Walk-Around Checklist SATISFACTION / RECO / FRFTQ4 : How satisfied were you with the time it took to have your vehicle inspected upon arrival?
Q5 : How satisfied were you with the willingness of the Service Advisor to understand your service needs?
Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?
Vehicle reception check list FRFT Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit? Mobility Offer: Reception & Delivery Method Sheet MOBILITY Q7 : Was an alternative transportation offered to you during the work performed? (E.g. Drop-off & Pickup, Collection & Delivery, Shuttle service, courtesy cars, rental, taxi...) Electric Vehicle Preliminary checklist FRFT Q9 : Thinking about the most recent service experience at [DEALER], was all of the requested work completed correctly on this visit?