Status:

Draft Final
X

Vinod Hindi Edson Neymard Louise Duval

Indian Brasileiro Française
49 Years 45 anhos 38 ans
Duster Frota veiculos Scénic d’occasion

« We nevoie
« Avem Need Our
deCustomers
clienti maiMore
multThan They
decat auNeed Us » de noi »
ei nevoie

O intampinare agreabila pentru mine

Managementul insatisfactiilor (Gestionarea clientilor nemultumiti)

March 2015

Team: C@RE 2.0 Team Distribution list:

 O intampinare
agreabila pentru
mine
Modalitatea de intampinare Renault este consecventa pe toate canalele
De ce sa folosim scripturi
specifice? Caracteristici principale

Gestionarea clientilor nemultumiti 5 scripturi au fost scrise pentru a gestiona

Overall Process
Step of the process
overview
Mode o f Com mu nication Prospect/Customer – Situation 2
In the dealership

insatisfactia clientilor
1. The visit or has left us their emai l add ress on the web site: a rep resen tat ive replies – 2. First First visit and welcome

reprezinta o sarcina complicata

visit and welcom e – 3. Th e visito r has been made to w ait for a lon g t ime before being
attended t o: what to do and what to say – 4. The visit or is led to an other represent ative – 5.
The visit or is in terest ed in a car recently ord ered by on e of their frien ds – 6. The visitor
receives a vo icemai l message co nfirming t he date and ti me of th eir test d rive – 7. The visit or
is walked to t he doo r

 Sample situation  Key attitude :

Make the customer feel at home in this new setting. How to do so:

Script-urile au fost alese din situatiile comune si

A showroom representative greets the customer. • A cheerful, relaxed attitude
• A calm, measured tone: these traits convey confidence
" Hello . Welco me to Ren ault/to the world o f Renault. How may I and pride in the brand and those who represent it.
help you?
Hello. This is actually our first time at the showroom. We looked at some of Key phrases
your cars on the Internet, especially the Clio and the Megane.
"welcome"; "you"; "help"; "would like"; "answer your questions";
A dealership
Great. L et me introduce y ou to
"Does that work for you?"
Christelle Martin, our sales representative, who k nows all our

cu frecventa mare
models in side-out. Does that work for you?

Unele situatii au tendinta de a se

Yes, that's fine with us. Show us the way.
This is Chri stelle Martin, your sales rep resentative. She will be  When meeting a couple, greet the woman first and then the man.
able to answer any ques tion s yo u may have. Avoid saying "Hello ladies and gentlemen" under any
circumstances. It is a trite greeting that lacks the friendliness we
This couple h as alread y tak en a look at th e Clio and th e Megane want to convey.
on our webs ite. They would like to know a bit more. I'll let yo u
take it fro m here.
It's been a pleasure. I'll see you a bit later / in a little while.
See you later. Thank you for your help."

intampla cu o frecventa mai mare Script example

CONFIDENTIAL RENAULT PROPERTY C
1
Key posture & phrases
elements

(decalare termen de livrare etc.), si ar

putea fi gestionate mai bine

Aceste scripturi vizeaza

• Furnizarea de fraze & elemente
de atitudine de utilizat pentru Cum sa utilizati ghidul
dezamorsarea unei situatii
• Reflectarea limbajului Renault Scripturile Renault vor trebui traduse si explicate de persoana care este
Country

responsabila si de implementarea lor

• Scripturile pot fi printate si furnizate agentilor in 2 formate (dimensiune
Limbaj Renault: redusa – de buzunar& dimensiune normala A4)
Vibrant, Orientat spre viitor &
Printati & furnizati toate documentele din showroom utilizand atitudinea
Network

Conectat la Persoane
Renault & scripturile

CONFIDENTIAL RENAULT PROPERTY C 2

C@RE 2.0 - Management of Insatisfactions - Kit - v1.pptx
 O intampinare
EXPERIENTA DIN SHOWROOM agreabila pentru
mine
VREM SA O IMPARTASIM CU CLIENTII NOSTRI
VIBRANT CONECTAT LA PERSOANE ORIENTAT SPRE VIITOR
Care sa transmita caldura si sentiment Conexiune directa, corecta, care sa Atitudinea noastra demonstreaza ca
trasmita incredere ne pasa si tinem cont de nevoile
Ton entuziast al vocii clientilor nostri.
O conversatie focusata pe nevoile si
Atitudine entuziasmanta asteptarile exprimate de client. Suntem gata sa intelegem si sa
anticipam asteptarile clientilor.
Limbaj entuziast Ii tratam pe toti clientii in mod egal,
utilizand cuvinte si fraze pe intelesul
lor.
 
Atitudine Atitudine
Atitudine
O atitudine primitoare, vesela si O atitudine directa, care denota
O atitudine proactiva care anticipeaza
adoptarea unui stil de comunicare cald ancorarea in realitate si utilizarea unui ton
nevoile clientilor
si entuziast amabil, prietenos

Cum sa te exprimi
Cum sa te exprimi Cum sa te exprimi
« Suntem experti, dar intotdeauna luam in
« Nu vindem modele standard –
considerare nevoile dvs. Sarcina noastra
" Pasiunea noastra pentru autoturismele concepem solutii si servicii care raspund
este sa ne asiguram ca fiecare din clientii
Renault este contagioasă." cel mai bine dorintelor clientilor."
nostri pleaca acasa fericit."

CONFIDENTIAL RENAULT PROPERTY C 3

C@RE 2.0 - Management of Insatisfactions - Kit - v1.pptx
 O intampinare
5 scripturi disponibile care raspund mai multor cazuri de agreabila pentru
mine
insatisfactie ale clientilor

1. Potentialul client a fost lasat sa astepte o lunga perioada inainte de a fi abordat: ce sa fac si ce sa spun

2. Masina clientului nu este gata (se afla inca in service).

3. Clientul a facut o reclamatie deoarece Renault a refuzat sa plateasca costul integral sau partial al interventiilor in
service

4. Un client reclama experienta neplacuta in urma interventiei in service

5. Clientul primeste un apel telefonic de la consilierul lui comercial: data de livrare a fost decalata

CONFIDENTIAL RENAULT PROPERTY C 4

C@RE 2.0 - Management of Insatisfactions - Kit - v1.pptx
 O intampinare
agreabila pentru
mine
Scripturile disponibile sunt formate din 3 parti

Privire de ansamblu
Pasi in proces
asupra procesului
Mode of Communication
Prospect/Customer – Situation 2
In the dealership
1. The visitor has left us their email address on the website: a representative replies – 2. First
visit and welcome – 3. The visitor has been made to wait for a long time before being First visit and welcome
attended to: what to do and what to say – 4. The visitor is led to another representative – 5.
The visitor is interested in a car recently ordered by one of their friends – 6. The visitor
receives a voicemail message confirming the date and time of their test drive – 7. The visitor
is walked to the door

 Sample situation  Key attitude :

Make the customer feel at home in this new setting. How to do so:
A showroom representative greets the customer. • A cheerful, relaxed attitude
• A calm, measured tone: these traits convey confidence
"Hello . Welcome to Renault/to the world of Renault. How may I and pride in the brand and those who represent it.
help you?
Hello. This is actually our first time at the showroom. We looked at some of Key phrases
your cars on the Internet, especially the Clio and the Megane.
"welcome"; "you"; "help"; "would like"; "answer your questions";
A dealership
Great. Let me introduce you to
"Does that work for you?"
Christelle Martin, our sales representative, who knows all our
models inside-out. Does that work for you?
Yes, that's fine with us. Show us the way.
This is Christelle Martin, your sales representative. She will be  When meeting a couple, greet the woman first and then the man.
able to answer any questions you may have. Avoid saying "Hello ladies and gentlemen" under any
circumstances. It is a trite greeting that lacks the friendliness we
This couple has already taken a look at the Clio and the Megane want to convey.
on our website. They would like to know a bit more. I'll let you
take it from here.
It's been a pleasure. I'll see you a bit later / in a little while.
See you later. Thank you for your help."

CONFIDENTIAL RENAULT PROPERTY C

1
Fraze & elemente de
Exemplu de script
atitudine de utilizat

CONFIDENTIAL RENAULT PROPERTY C 5

C@RE 2.0 - Management of Insatisfactions - Kit - v1.pptx
 O intampinare
Scripturile pot fi furnizate Retelei de agenti in dimensiune agreabila pentru
mine
redusa – de buzunar
Imagine script de furnizat agentilor la dimensiune
redusa – de buzunar Marime normala, format A4

Top Bottom

Mode of Communication Prospect/Customer – Situation 1

Online/Internet
1. The visitor has left their email address on the website: a r epresentative replies - 2. First visit and
welcome – 3. The visitor has been made to wait for a long time befor e being attended to: what to do and
The visitor has left us their email
what to say – 4. The visitor is led to another r epresentative – 5. The visitor is inter ested in a car recently
address on the website: a
Versiunea tradusa ar trebui sa fie disponibila pe RVA
ordered by one of their fr iends – 6. The visitor r eceives a voicemail message confir ming the date and

representative replies
time of their test dr ive – 7. The visitor is walked to the door

 Sample situation   Key attitude

" Dear Sir,
Address the prospect's reason for
I would like to thank you personally for visiting renault.fr and
expressing an interest in our brand.

You appear to be interested in our new Megane.

contacting the brand in your reply: "You appear to
be interested...". Versiunea printata ar trebui sa ajunga la hostessa « greeter-
ul » de la agent, impreuna cu documentele de Intampinare
• Make suggestions, but don't too insistent. The
If you would like to experience its design, comfort, driving customer must feel free to make up their own
pleasure and safety first-hand, come in for a test drive!
mind: "Would you like to get a feel..."; "if you like".
It would be my pleasure to assist you in our dealership. If you
provide me with your telephone number, we can set up an
appointment together. And if you like, we can also take the
opportunity to show you all of our customer financing
Key phrases client
solutions.
"thank you personally"; "my pleasure to assist";
We're here to serve you!
dealership.
I hope to see you soon in the
"come in for a test drive!”;
"customer solutions"; "thank you for your interest
Sincerest regards,
in our brand"
Position + First name + Last name "
CONFIDENTIAL RENAULT PROPERTY C 1

Specificatiile tehnice ale

versiunii « de buzunar » a
scriptului vor fi disponibile
in Q2 2015

CONFIDENTIAL RENAULT PROPERTY C 6

C@RE 2.0 - Management of Insatisfactions - Kit - v1.pptx