摘要标准的销售流程是达成客户满意的基本条件和服务基础。通过汽车经销店标准销售流程的统一优化，给客户以高质、模范、人性化的服务体验，令其在购车过程中能感到尊贵感，能“发现你的不同”，从而提高汽车的成交率，客户满意度及品牌美誉度。文中主要探讨了汽车营销的概念、汽车企业的营销战略、汽车4S店的销售服务流程、汽车4S店销售服务的原则、汽车4S店销售服务技巧，对今后从事汽车营销工作具有重要的指导意义。关键词：汽车销售；服务；流程；技巧AbstractStandardsalesprocessistoachievecustomersatisfactionandservicesbasedonthebasicconditions。Standardsthroughthecardealershipaunifiedsalesprocessoptimization,tocustomersinhighquality,exemplary,personalizedserviceexperience,sothatitcanfeelinthecarinthenoblesenseoftheprocess,to"findyou'redifferent,"therebyenhancingtheturnoverofmotorvehiclesrates,customersatisfactionandbrandreputation.Thepaperfocusesontheautomotivemarketingconcept,carcompaniesmarketingstrategy,car4Sshopsalesandserviceprocesses,automotive4Sstoresalesservicetotheprinciple,auto4Sshopsalesandserviceskills,thefutureinautomotivemarketingofimportantguidingsignificance.Keyword：Carsales;Services;Process;Skills目录摘要............................................................................................................IAbstract....................................................................................................II第一章我国4S店概况............................................................................11.1我国4S店背景资料.........................................................................................11.2我国4S店当前状况.........................................................................................1第二章4S店服务质量概况.....................................................................32.1服务质量相关理论...........................................................................................32.2服务质量差距模型...........................................................................................32.3本章小结...........................................................................................................4第三章4S店维修顾问的工作要求.........................................................53.1维修顾问的工作内容.......................................................................................53.2维修顾问的工作流程.....................................................................................103.3维修顾问应掌握的常见故障.........................................................................15第四章维修顾问的能力需求与实现....................................................314.1维修顾问的能力要求.....................................................................................314.2维修顾问能力的实现.....................................................................................31第五章总结与展望................................................................................33致谢..........................................................................................................34参考文献..................................................................................................35第一章我国4S店概况1.1我国4S店背景资料4S店是一种以"四位一体"为核心的汽车特许经营模式，包括整车销售（Sale）、零配件（Sparepart）、售后服务（Service）、信息反馈等（Survey）。4S店是1998年以后才逐步由欧洲传入中国的舶来品。由于它与各个厂家...
