东莞市粤创蓝天汽车维修有限公司前台接待员培训教材人车生活品味时尚拥有靓车多数人的梦想少数人的世界拥有靓车身份的象征成功的筹码拥有靓车时代发展的需要社会进步的标志详细阅读和学习本手册将助力您实现一个优秀销售顾问的梦想东莞市粤创蓝天汽车维修有限公司荣誉出品x侵权必究东莞市粤创蓝天汽车维修有限公司前台接待员培训教材目录第一部分：训练············································2第二部分：实战············································3第一课时：岗前培训············································3第一节、公司简介（成立时间，服务内容，组织结构等）·································3第二节、前台接待员的工作职责············································4第三节、前台接待员的形象礼仪要求············································4第二课时：前台接待员应具备的专业知识一：·······································9第三课时：前台接待员应具备的专业知识二：·······································10第四课时：前台接待员所应具备的专业知识三：·····································11第五课时：前台接待的工作流程············································26一、预约：············································27二、迎接客户：············································27三、问诊：············································28四、填写接车单············································28五、引领客户进休息室（或送走）：············································29六、车辆交给车间派工作业：············································29七、跟踪维修进度：············································29八、车辆维修过程中增加项目：············································30九、输入客户资料：············································30十、通知客户提车：············································30十一、欢送客户：············································31十二、回访：············································31第六课时：前台接待员应具备的工作能力一：····································31维修前问诊标准话术············································31一、前台接待············································31二、维修前问诊············································32三、制单流程············································33四、维护修理流程················...
