【正文】 加盟商的責(zé)任 ................................................ 9 中國汽車服務(wù)行業(yè)的背景及 3M的前景展望 ............................ 11 3M介紹 ..................................................... 11 3M專業(yè) 汽車美容施工中心連鎖系統(tǒng)的定義 ....................... 11 行業(yè)狀況和市場(chǎng)機(jī)遇分析 ..................................... 12 3M發(fā)展展望 ................................................. 12 3M的服務(wù)特色 ............................................... 13 3M的競(jìng)爭(zhēng)優(yōu)勢(shì) ............................................... 13 3M顧客群體分析 ............................................. 14 3M汽車美容施工中心 ............................................................................ 15 3M汽車施工中心的特點(diǎn) ....................................... 15 店址和場(chǎng)地 ................................................. 16 門店情況 ................................................... 17 職能及工作區(qū)域安排 ......................................... 19 門店陳列 ................................................... 20 設(shè)施設(shè)備的配備及維護(hù)保養(yǎng)要求 ............................... 20 工作環(huán)境特 點(diǎn)及清潔維護(hù)要求 ................................. 21 員工 ................................................................................................................... 24 員工崗位職責(zé) ............................................... 24 門店店經(jīng)理 ......................................................................................... 24 主管技師 ............................................................................................. 25 技師 ..................................................................................................... 25 助手 ..................................................................................................... 26 銷售人員 ............................................................................................. 26 行政人員 ............................................................................................. 26 個(gè)人注意事項(xiàng) ............................................... 27 工作時(shí)間 ................................................... 28 缺席 ....................................................... 29 事先請(qǐng)假 ............................................................................................. 29 無故缺席 ............................................................................................. 30 擅自離崗 ............................................................................................. 30 應(yīng)接服務(wù) 手冊(cè) 3M汽車美容 第 3 頁 共 125頁 與顧客的關(guān)系 .............................................................................................. 31 與顧客的關(guān)系 ............................................... 31 良好的儀容儀表、儀態(tài)及語 言 ................................. 31 端莊的儀表、儀容 ............................................................................. 31 文雅得體的儀態(tài)和行為舉止 ............................................................. 32 禮貌熱情的服務(wù)語言 ......................................................................... 35 溝通技巧 ............................................................................................. 37 良好的行為舉止 ................................................................................. 37 顧客消費(fèi)過程分析 ............................................................................. 39 3M汽車美容服務(wù)項(xiàng)目 ............................................................................ 43 汽車美容服務(wù) ............................................... 43 汽車隔熱防爆膜 ................................................................................. 43 漆面美容 ............................................................................................. 51 漆面保護(hù)膜（犀牛皮） ..................................................................... 53 燃油噴嘴系統(tǒng)免拆洗 ......................................................................... 58 底盤裝甲 ............................................................................................. 62 清潔美容 (3M 夢(mèng)彩 )............................................................................ 65 顧客應(yīng)接服務(wù)規(guī)范 ........................................... 69 人員訓(xùn)練 ............................................................................................. 69 接車 ..................................................................................................... 70 業(yè)務(wù)詢問和銷售 ................................................................................. 70 開單 ..................................................................................................... 71 提醒顧客須知 ..................................................................................... 71 引顧客至休息室 ................................................................................. 71 汽車送入車間 ..................................................................................... 72 鑰匙管理辦法 ..................................................................................... 72 工作分配 ............................................................................................. 72 發(fā)現(xiàn)新項(xiàng)目的聯(lián)系確認(rèn) ................................................................... 72 服務(wù)作業(yè) ........................................................................................... 73 管理人員檢查 ................................................................................... 73 整理工時(shí)，填單 ............................................................................... 73 收銀，開票 ....................................................................................... 73 送車 ................................................................................................... 73 美容服務(wù)規(guī)范 ............................................... 74 洗車 ..................................................................................................... 74 貼汽車隔熱防爆膜 ............................................................................. 79 漆面美容 .....................................................................................