Time flies, the years like a shuttle, I'm this wobbly in this China's second-hand car jianghu mingled eighteen years, look at the predecessor of the big brother sitting in the middle of the army, the same generation of people in the clouds, the back of the wave of pioneers through the thorns, in addition to lamenting the years wasted, perhaps only to climb the lattice chat to introspection, my generation to work hard.

Some times, in an industry to stay a long time, it is easy to have a lot of different intuition and law, I found that used cars in this industry to do well, a lot of bosses are powerful, or partners have a powerful female boss, often so that the company to do faster and better and more awareness of the development of the brand.

As the old saying goes, the rake that cradles the money is no longer good enough to hold the box that leaks the money is too big, there is a great boss, but also one of the company's core competitiveness, agree with the students double-click the following 666 it!

Welcome to the nation's awesome boss lady write diary, and fat chat, sharing exchanges, each other to improve, I give you when the internal response to manage these "losers old men and women"!

The story of the day: How to turn enemies into friends?

Customer Wang is a customer I followed for a long time, from the Internet, buy a car intention is very strong, there are a lot of questions, always a variety of worries, afraid of being cheated, afraid of losing to buy expensive.

I introduced him to a number of models on WeChat, publicized the integrity of our company's business philosophy, such as major accidents, there is a soak and fire 100 days package refund, to provide a year of 30,000 kilometers of warranty and so on, the user that allayed concerns, decided to come to see the car.

So, we officially asked Wang to choose a car in the store on May X. Originally communicated online and talked about the 16-year-old Mercedes-Benz C200L, but the results of the temporary and looked at a 2018 Infiniti Q50L in our showroom

Because we implemented a one-bite sale, so the final price of 198,000 marked for sale.

According to the negotiation and booking between the two sides, we collected a deposit of 2,000 yuan from the customer Wang, and at the same time agreed to collect 116,000 yuan of down payment from the customer after the credit passes, and we thought that everything was going well, but there was a big problem behind it.

In the process of applying for the loan, the system query results found out that Wang's Internet information big data have problems (specifics are not disclosed), so again and again changed four or five banks and financial agents are not done down.

This process is consumed for three days, the customer himself is physically and mentally exhausted, the mood gradually came up, asked for a refund of the deposit!

But as a used car regular business, the normative principles of our industry are due to the user's own reasons for the loan can not be processed reasons, the deposit is not refundable after signing the agreement, such as the user loans for the user to sell the vehicle in advance during the period of the deposit double compensation to the customer.

These are small fat teacher WuCheXueFu, late night knowledge of the hall specially invited to master counseling, is fair and reasonable deposit agreement agreement, in line with the position of both parties, of course, the user's down payment of the car payment we have to must be returned.

I would have liked to try again the last one to do a credit review loan, after all, the balance of the loan is not much, after all, the sales are trying to front to worship the Buddha 99 steps up, the last of this 1 is not willing.

But, at this time, the customer has been very resistant, insisted on the return, sales of young also argued, the customer can not understand the excitement, helpless and finally the customer reported to the police, in order to put the matter to rest, but also in order not to the police uncles who would have been very hard work to get into trouble, we finally ended up with the return of the deposit, we all made a mess of it.

At that time I was also very emotional, from the beginning to the end, we have been working hard to help customers run errands for a variety of formalities problems, ushered in, lunch and drinks these are not counted, the staff is also very hard, we are in accordance with the contract is no problem, we also feel very aggrieved, especially I feel all of a sudden are not good!

But when the customer left and calmed down, I had a deep self-reflection.

Already know that the customer big data is not good, but also give him to go two banks, over two financial, with a fluke attitude, in fact, a waste of time on both sides.

Should a bank does not pass, immediately change the financial company to try, and then fail to change the other channels and methods, do not repeat a mistake in a fluke thinking, should stand in the customer's point of view and the reality of the situation to help the user to adjust the strategy of purchasing a car, should not stand in the perspective of our business with their own.

So I WeChat and the customer Wang to communicate again, I said to him, this whole thing is sorry, this problem is neither his fault, nor our fault, is the credit and system problems of the error may be, etc., in short, we do not go to care about the previous things, the last few days of Wang also worked hard, and finally we also made a mess, little sister to invite you to have a meal, and look! How can you adjust the car purchase program.

I know, Wang he took out about 120,000, but also must buy a car just need, the loan can not buy a better, why do not we adjust the 120,000 yuan to buy a used car of other?

I give him to recommend our company showroom in the 17 years of Heavenly Harmony, 109,000 yuan, the car pictures, links, condition information and records sent to him, I said the last time things get unpleasant, this car to compensate for him, discounts to him.

We all communicated with each other in a more sincere way, thinking differently, and we talked about it at that time, and the customer took leave of absence the next morning to come over, and I asked the customer at 8.30 a.m. if he needed me to buy him breakfast, and the customer said that he would take leave of absence right away, and asked me to wait for him at the store.

After a while, the customer arrived, I took him to see the Sky, gave him an introduction to the car, and test drive, at the same time, told the customer that this is a leased non-operating vehicles, does not affect the normal scrapping life of the use of the vehicle, but the price will be a little cheaper, their own use is very suitable, but the customer does not accept, feel uncomfortable.

This time, I immediately recommend to the customer a just arrived at the showroom 2012 big mini (Countryman), because before I heard the customer said like mini, I know he has 120000 cash, this car is also just in line with his budget, I also know that the car condition is good.

I immediately sent the record to the customer to see, the whole 4S store maintenance, the customer looked very satisfied, I immediately took him for a test drive, the customer felt that the car power can not, more meat, I gave him to adjust the sports mode, the feeling of push back, while the customer's satisfaction in all aspects are relatively high, I asked him if he is not still to rush back to work in the afternoon, grasp the brush the full payment, and then take the VIP channel, the transfer of the account right away, the customer felt very good!

The last is to talk about the price, the company pricing 12.88 million, gave him a discount of 5,000, talking about shouting his own out of the closing costs, all the water to the end, I also joked with the customer, yesterday, he returned his money, today more than all to me!

This car has a lot of twists and turns, the customer into a friend, which is intriguing, thought-provoking, fat brother let me write a diary, I think this case is worth sharing with you.

Fat brother insights to share:

As the saying goes, the parties are confused by the bystanders, this female boss diary is quite classic, which has a lot of our counterparts in the experience of the point and skills worth learning to learn from.

1, the deposit agreement is not wrong, sometimes, the spirit of the contract can only bind us to honesty, so the service industry to adjust the mentality of the previous seller's market thinking should not be.

2, the user loan to buy a car, the whole process, especially external financial cooperation, used car sales department to always learn and communicate to ensure that the credit as well as the follow-up for the reasonable arrangement of the business, after all, wasting our own time and the customer's time as well as the business opportunity is also a very high cost.

3, business can not be angry, can not compete with customers, sometimes let a step of the sea and the sky, so often, female saleswomen bosses "to softly" is a means to an end, the user will be more than the heart is the strategy.

4, insight into customer needs, expanding product matching, understanding of the market professional, if not our boss this time to understand the car to understand the price, how can the customer three times in the "change of heart" under the conditions of a good response to ease?

5, finally, this year, the days are not good, used cars sold slowly, thin profits, we have to work harder in the refinement of management and brand operations, know the difference between good and bad, don't say that anxious, the actual business is shrinking, but you should play poker or play cards, the fishing or fishing!

We can never wake up people pretending to be asleep, I hope all of you partners ***meng*** win!

-END-

This article comes from the author of the automobile home car family number, does not represent the views of the automobile home position.