Thirteen steps of gas station explanation, seven steps of gas station refueling

Warm welcome. Clause.

The first and second steps of greeting and guiding the vehicle belong to the prelude to refueling, and the purpose is to provide fast and accurate guidance services for the incoming vehicles, so that customers feel at home. According to the actual situation of the site, sales, vehicle entry rate, etc., the gas station can set up a full-time greeter (car guide) at the entrance and exit of the gas station, and combine the first two steps of the "thirteen steps" into one as the primary work of the greeter. Gas stations that cannot set up full-time greeters need to mark the location indication of the gas station and conspicuous oil product number for customers in a reasonable place, so that customers can park their vehicles in a targeted manner after entering the station, so that the car can reach the person, shorten the refueling time, and improve work efficiency.

Standardize operations. The third step is to open the door, the fourth step is to greet with a smile, the fifth step is to ask politely, and the sixth step is to open the fuel tank, which can be used flexibly and in one go for the oiler, and is integrated into the first step of the refueling operation: the smiling fuel filler opens the door for the driver, and while politely asking, he skillfully opens the fuel tank, and at the same time clearly repeats the customer's needs, so that the customer can confirm that he has not misunderstood his requirements.

The combing is very delicate, which provides a detailed operational basis for the standardized operation of the staff, and is the ultimate goal of the oil payer to implement the customer's consumption at the station. Its core is to accurately and quickly refuel for customers, and it can be used as the second step of the refueling operation in 3-in-1. This procedure requires the use of a dispenser.

To provide services to customers, only when the correct and effective operation of the staff is recognized by the customer, can the misunderstanding of customer complaints about the wrong oil filling incident or the digital non-zero can be prevented. In the process of refueling, the refueling staff can use gestures, words, eyes and other ways to communicate with customers politely and briefly, so as to "add a look, two greetings, and three". The last step required in the "Thirteen Steps" "coil the hose of the refueling gun as required" can also be completed here

The tenth step is "car wiping" as a gift project, and employees should flexibly grasp it according to the specific situation. Take advantage of value-added services.

Move drivers and win customers from details.

Affectionately send good. The eleventh step prompts payment, the twelfth step sends off, and the thirteenth step cleans, which can be compressed into the third and final step of the refueling operation as the refueling finale. Here, it is not only to remind customers to pay, but also to remind customers to ask for invoices to avoid unnecessary friction that may occur due to the quantity, quality and quantity of oil.

Customers will have the opportunity to visit convenience stores when they pay for invoices, and the warm and thoughtful service and dazzling variety of products by the salesperson may stimulate customers' desire to buy non-oil products, which is the key to the customer's overall impression of the gas station, and it should not be taken lightly. When customers leave the gas station, they must see them off with a smile and politeness, and a warm word and a sincere look are the zero-cost investment to attract "repeat customers".

In the whole process of operation, customers are most concerned about convenience, fast and effective, and employees must grasp the key aspects of humanistic services, such as three-tone service (to have a welcome voice, to ask and answer, to send a voice) and singing and singing, to fully improve customer satisfaction.

Standing to greet the vehicle, guide the vehicle, open the door, greet with a smile, ask warmly, open the fuel tank, return to zero preset, pick up the gun to refuel, collect the gun and reset, simple pick-up, prompt payment, polite send-off, and clean the inventory.

Consumption, introducing lubricants and non-oil businesses. Shanbi.

3. Open the fuel tank cap. Take the initiative to ask for the customer's consent and help open the fuel tank cap.

7. Settle the payment. When settling the payment, we take the initiative to consult customers, and when we need to issue invoices, we will quickly issue invoices according to the facts.

2. The administrative department of the refined oil market shall conduct a qualification review of the application for the refined oil business enterprise, and provide the list of eligible enterprises to the local land management department.

4. Enterprises that have obtained land use rights shall apply to the competent department of refined oil products for a new gas station. After the preliminary approval, the enterprises that meet the conditions and complete the procedures shall be declared to the administrative department in charge of the refined oil market.

5. The administrative department of the refined oil market at the county level shall conduct a preliminary examination after acceptance, and conduct on-site investigation, organize hearings if necessary, and declare to the Provincial Department of Commerce for enterprises that meet the conditions and complete procedures.

6. After the Provincial Department of Commerce accepts the application, it will organize the review. The applicant enterprises that meet the conditions and complete the procedures will be publicized on the Provincial Department of Commerce, and the approval will be issued without objection and the construction will be agreed.

7. After the approval of the Provincial Department of Commerce to approve the construction, the enterprise shall complete the construction within the specified time and submit an acceptance application to the local refined oil market administrative department. The local refined oil market administrative department shall apply for a refined oil business license from the Provincial Department of Commerce for new projects with complete acceptance and qualifications, complete application materials and complete procedures.

8. The Provincial Department of Commerce will issue the approval certificate for the retail operation of refined oil products for new projects with complete application materials and complete procedures.

2. Greet customers. When the vehicle stops steadily, the refueler takes the initiative to step forward, smiles, greets customers, reminds customers to turn off the engine, asks and confirms the varieties, quantities and settlement methods required by customers, actively guides customers to fill high-grade oil products, uses fuel cards for consumption, and introduces lubricating oil and non-oil business.

3. Open the fuel tank cap. Take the initiative to ask for the customer's consent and help open the fuel tank cap.

4. Fill with oil. Before starting to refuel, confirm the variety, grade and quantity to the customer again, and remind the refueling machine that has returned to zero. In the process of refueling, we should greet the customers warmly and do "add one look and take care of two".

7. Settle the payment. When settling the payment, we will take the initiative to consult customers, and when we need to issue invoices, we will quickly issue invoices according to the facts.

Go to the gas station and turn off the engine to get out of the car. Open the tank cap and choose the brand you are comfortable with. Then start refueling. Add it to the point where you feel it's enough, and pay for it inside. Just tell him which car to pay for (there are numbers for each parking place).

The time to go to the gas station to refuel (it is best to go to the state-run gas station, some private refueling is not enough), drive the car directly into the gas station (the front of the car can be in any direction, just go for your own convenience), there is a staff command.

When you park the car, there will be a service staff to ask you, how much fuel you need to refuel, the general car two or three hundred yuan is almost full, there is a small meter on the fuel dispenser, the display is a number, some gas stations are swiped (fuel card), but all accept cash transactions. Just give the money to the service staff and you're good to go. When refueling, you have to open the fuel tank cap lock (some are electronically controlled locks, you can also do not need to get out of the car, directly give the key to the service staff, they will help you open the fuel tank lock), he will put the fuel gun in, when refueling, the fuel dispenser will show how much fuel you have added, and when the fuel is finished, the oil gun will stop injecting fuel by itself, and the staff will come to take the oil gun away for you.