CN106952054A - A kind of 4 S auto shop sales service QA system and evaluation method - Google Patents
A kind of 4 S auto shop sales service QA system and evaluation method Download PDFInfo
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Abstract
Timely, objective, the high 4 S auto shop sales service QA system of evaluation result accuracy and evaluation method are evaluated present invention relates particularly to one kind.Evaluation system includes micro-receiver, and receiver includes microphone, sound card, signal processor, pilot controller, signal projector；Sales force wears miniature body-sensing sensor, micropositioning device；Utilization assessment system is evaluated, in place whether the sales force's evaluation index Rn calculated can be with the attitude of sales force, service expression in effective monitoring sales process, whether in place can also judge the courtesy sexual act of sales force by contrasting the action message and positional information of the sales force in En；Customer evaluation index S n can be with customer language and attitude in effective monitoring sales process, the evaluation method carried out using this evaluation system is suitably corrected when evaluating the attitude of sales force, makes the evaluation system can be with the just service quality for evaluating sales force；Evaluation rubric simple and fast.
Description
Technical field
Field is evaluated the present invention relates to 4 S auto shop sales service, more particularly to a kind of 4 S auto shop sales service quality is commented
Valency system and evaluation method.
Background technology
The sales mode of current 4 S auto shop is sales force and client is one-to-one, face-to-face sale, i.e. client enters 4S
Behind shop, by sales force when curstomer-oriented introduces the relevant information of purpose vehicle, and by the communication between client, negotiation,
It is final to sign a contract and reach sale of automobile purpose.Due to 4S shops quantity and large number of, each sales force of sales force
Attitude in sales process, personal quality, communication skill etc. whether automobile can finally be sold successfully produce it is important
Influence, therefore in order to ensure that respective services of the sales force in sales process meet the demand of client, producer would generally be to pin
The sales process for selling personnel is evaluated, and the evaluation method is mainly after sales force communicates with client, and producer individually assigns
Related personnel is answered after relevant issues by telephone interview, the advisory customers in the way of survey, client, the phone of producer
The answer content of client is recorded and inputs sale evaluation system by access personnel, to complete the sale evaluation to sales force.
But the problem of there is the following aspects in above-mentioned evaluation method：
The problem of limited quantity that 1. the problem of survey, which is producer, to be previously set, these problems can not summarize pin completely
Sell produced problem in flow, cause client answer content with its think reflection the problem of there is deviation so that sale evaluation
There is deviation.
2. the independent communication way of phone makes client be fed up with afterwards, a part of client is caused to be unwilling to answer the call, tool is adjusted
Display is looked into, commenting in terms of sales service is not answered at about 20%-35% 4S customer family after sales process at present
Valency phone, causes evaluation system can not carry out timely and effective evaluate to the sales service of part sales force.
3. producer in order to collect client feedback opinion, it is necessary to arrange professional to be interviewed by phone as far as possible, and electric
There is client and answer not in time, situations such as the line is busy in words access mode, in addition it is also necessary to which professional repeatedly follows up to client, makes instead
Feedback opinion has hysteresis quality, and greatly wastes producer's resource, and cost of labor is very high.
4. telephonic communication mode has the behavior that client is not perfunctory to answer according to the wish of oneself, the behavior mainly shows
"Yes" is all answered in survey in client or "no" is all answered, is shown according to investigation, causes above-mentioned behavior
Reason mainly has two aspects：One is that sales force communicates with client in advance, indicates that client answers, right in evaluation system to improve
The service evaluation fraction of oneself, this can make producer can not understand whether sales force is carried out according to the sale flow of regulation to client
Service, causes part sales force for the time of saving, deliberately omits some sale flows, such as reduces in automotive performance introduction
Hold, or conceal some service items, seriously compromise the image in 4S shops, and influence is caused on the public praise of automobile brand；It is another
It is individual that to be sales force serviced according to sale flow, but client in negotiation because sale of automobile price is not up to it
Price and heart life is discontented, or due to reasons such as personal moods, "no" is deliberately all answered in survey, it is such to comment
Valency is not to be caused in itself by sales force, it is impossible to the real service quality for evaluating sales force, or even because indivedual Gus
The unreasonable situation for causing sales force by producer's inequity punishment of visitor, increases the pressure at heart of sales force.
5. producer is in order to collect the idea and demand of customer, car category that such as customer likes at this stage, style, and turn round and look at
Visitor is to contents such as the evaluations of other brand same type automobiles, and often the client in sales section can often refer to these information,
But it is due to that sales force can not record in real time, it is impossible to form the effective, data collection of system, producer can not be grasped Gu in time
Objective real demand.
Therefore in order to objectively the service quality of sales force during sale of automobile in 4S shops is carried out efficiently, it is accurate,
Just evaluation, while preferably collecting customer demand, it is necessary to be improved to existing evaluation system.
The content of the invention
Regarding to the issue above, timely, objective, the high automobile of evaluation result accuracy is evaluated it is an object of the present invention to provide one kind
4S shops sales service QA system and evaluation method and evaluation method.
For achieving the above object, the technical solution adopted in the present invention is：A kind of 4 S auto shop sales service quality
Evaluation system, the micro-receiver that described evaluation system is carried with including sales force, receiver includes microphone, sound
Card, signal processor, pilot controller, signal projector, the main frame of signal projector wirelessly with being set in 4S shops
Communication connection, main frame includes native processor, local storage, signal reception/dispensing device；Main frame by internet with it is multiple
Distributed Cloud Server connection, Cloud Server includes cloud processor, high in the clouds memory；The hand relevant position of sales force and
Miniature body-sensing sensor is worn in foot relevant position respectively, and sales force wears micropositioning device, described miniature body simultaneously
Propagated sensation sensor, micropositioning device are wirelessly connected with main-machine communication respectively, and sales force, which also wears, controls miniature connect
Receive device, body-sensing sensor, the power switch of micropositioning device opening and closing.
It is preferred that, it is sef-adapting filter that described signal processor includes being sequentially connected, many people's sound source separation modules, many
The single sound-reducing module of channel-type.
According to the evaluation method of any one above-mentioned 4 S auto shop sales service QA system, described evaluation method
Comprise the following steps：
A. sales force's startup power supply is switched, and starts micro-receiver, miniature body-sensing sensor, micropositioning device；
Pilot controller is sent to main frame by signal projector and asked, and the native processor in main frame is set up in local storage to be faced
When evaluate archives L, and by current time T0 be stored in L in, subsequently into step b；
B. many people of signal processor reception microphone transmission mix voice signal, and many people are mixed into voice signal is divided
From, and multiple independent single voice signals are reduced to, multiple independent single voice signals are sent to by signal projector
Main frame；Main frame differentiates multiple independent respective audio frequency characteristics of single voice signal, first according to the time in archives L is evaluated temporarily
Afterwards order by the single voice signal with same audio frequency characteristics be respectively written into sales force's audio sound-recording D1, D2 ... Dn, or visitor
Family audio sound-recording K1, K2 ... in Kn；Miniature body-sensing sensor, micropositioning device send the dynamic of sales force to main frame simultaneously
Make information and positional information, main frame will with D1, D2 ... the action message and positional information of the corresponding sales force of Dn difference writes
Sales force's movement track data E1, E2 ... En；Subsequently into step c；
C. main frame judges that Nd+Nk value is more than or equal to vocabulary and triggers threshold values, then into step e, otherwise into step
d；Described Nd is vocabulary quantity summing value in all Dn, and described Nk is vocabulary quantity summing value in all Kn；
D. from current time after the T1 times, if continuing to occur in new data, or the Kn stored in the Dn stored
Continue new data occur, or new Dn occur, or new Kn occur, then return to step b, otherwise into step x；
E. main frame by Dn, Kn, En not on the data that are transmitted through be uploaded to Cloud Server, and enter f steps；
F. mark of the Cloud Server by multiple Dn data, multiple Kn data respectively with being stored in the high in the clouds memory of Cloud Server
Quasi- vocabulary voice data Q carries out real time contrast, calculates customer evaluation index S 1, S2 ... Sn, and preserve the visitor occurred in Kn in real time
Family personal information lexical data, the personal sound frequency rate characteristic information of client；
The standard vocabulary voice data Q stored in multiple Dn data and Cloud Server is carried out real time contrast by Cloud Server,
The standard operation and position data P that are stored in multiple En data and Cloud Server are subjected to real time contrast, sales force is calculated and comments
Valency index R1, R2 ... Rn, subsequently into g steps；
G. main frame judge the D1 now stored in L, D2 ... occur new data in Dn one of Dn, or K1,
K2 ... there is new data in Kn one of Kn, then return to step e；Otherwise h steps are entered；
H. main frame judges that power switch is closed, then into j steps, otherwise into i steps；
I. main frame judges occur new Dn or Kn data in L, then returns to b step, otherwise into j steps；
J. Cloud Server is judged Sn：
If Sn is more than 0, the credit rating coefficient H values of the client are improved；The final evaluation index Z=Rn+ of sales force
Sn, archives An is evaluated by the write-in sale of Z, Rn, Sn value；By Sn values, client personal information lexical data, the personal sound frequency rate of client
Characteristic information, the H values write-in customer information archives Bn of the client；Cloud Server preserves An, Bn, and flow terminates；
If Sn is less than or equal to 0, the credit rating coefficient H values of the client, the final evaluation index Z of sales force are reduced
=Rn+Y0, described Y0 values be one it is fixed on the occasion of；Archives An is evaluated into the write-in sale of Z, Rn, Sn value；By Sn values, client
Personal information lexical data, the personal sound frequency rate characteristic information of client, the H values write-in customer information archives Bn of the client；Cloud takes
Be engaged in device preservation An, Bn, and flow terminates；
X. main frame judges that sale flow is not set up, deletes L data, turns off the power switch, flow terminates.
It is preferred that, in described step b, the method for Dn, Kn foundation is：
Native processor in main frame analyzes multiple respective audio frequency characteristics of separate single people voice signal, if freshly harvested
The audio frequency characteristics of sales force voice signal of the audio frequency characteristics with having been stored in local storage are identical and L in existing have should
The single sound signal data, then be stored in corresponding Dn by the sales force audio sound-recording Dn of audio frequency characteristics in the way to insert,
If the audio frequency characteristics of sales force voice signal of the freshly harvested audio frequency characteristics with being stored in main frame it is identical and with it is existing in L
D1, D2 ... the audio frequency characteristics in Dn are different from, then set up new sales force's audio sound-recording Dn and store the single sound
Message number；
If the audio of freshly harvested audio frequency characteristics and the existing client audio recording Kn with the audio frequency characteristics in L is special
Levy identical, then the single voice signal is stored in corresponding K n in the way to insert, if stored in audio frequency characteristics and main frame
The audio frequency characteristics of sales force's voice signal it is different and with existing K1 in L, K2 ... the audio frequency characteristics in Kn are different from, then
Setting up a new client audio recording Kn is used to store the single sound signal data.
It is preferred that, in described step f, sales force's evaluation index Rn computational methods are：
Wherein a1For, from the 1st vocabulary to n-th vocabulary, it the bonus point point during automobile specified vocabulary occurs in Dn data
Number, a2For, from the 1st vocabulary to n-th vocabulary, it occurs in that bonus point fraction during polite term, a in Dn data3For Dn numbers
From the 1st vocabulary to n-th vocabulary in, there is bonus point fraction during with client personal information relative words in it；biFor with Dn
From the 1st data to n-th data in corresponding En data, it occurs the bonus point point during courtesy sexual act in appointed place
Number；ciFor, from the 1st vocabulary to n-th vocabulary, it the deduction point when term lack of standardization or insult vocabulary occurs in Dn data
Number；G2For vocabulary quantity weight coefficient, N is the vocabulary quantity occurred in Dn；G1For standard operation weight coefficient；
Described customer evaluation index S n computational methods are：
Wherein f1For in Kn data from the 1st vocabulary to m-th vocabulary, its occur in that D1 or D2 or ... occurred in Dn
Bonus point fraction during automobile specified vocabulary, f2For, from the 1st vocabulary to m-th vocabulary, it the property praised vocabulary occurs in Kn data
When bonus point fraction, f3For, from the 1st vocabulary to m-th vocabulary, it specific doubt statement and doubt statement occurs in Kn data
Include bonus point fraction during automobile specified vocabulary；giFor, from the 1st vocabulary to m-th vocabulary, it is humiliated in Kn data
Deduction fraction during property vocabulary；M is the vocabulary quantity occurred in Kn, and H is the credit rating coefficient of client.
It is preferred that, the computational methods of described H values are：If Cloud Server judges the personal sound frequency rate of client in current Kn
Characteristic information is what Cloud Server had been preserved, then extracts the H values of the client, if the personal sound frequency rate of the client in current Kn is special
Reference breath is not present in Cloud Server, then H values are 1.
It is preferred that, in described f steps, if Cloud Server judges that occurring sound decibel in Dn or Kn improves and continue suddenly
Certain pre-warning time, after pre-warning time, Cloud Server is recorded simultaneously to the voice data in Dn and Kn, until Dn and
Sound decibel in Kn reduces to a certain extent and stopped after continuing for some time, and the recording data is submitted artificial by Cloud Server
Examination ＆ verification is until the correction value Y1 fed back, the Rn=Rn+Y1 that Cloud Server is finally calculated, Sn=Sn+Y1.
It is preferred that, in described f steps, if Cloud Server judges occur specific enquirement sentence in Kn data, to Kn
Include the voice data including this word, and the voice data recording in hereafter a period of time, and the voice data is deposited
Enter Bn.
It is preferred that,, will if Cloud Server judges occur other automobile brand vocabulary in Kn data in described f steps
Several automobile major vocabulary that in Kn data occurring in forward and backward a period of time occur in the vocabulary and the vocabulary are stored in Bn.
It is preferred that, before described step j, Cloud Server first judges the vocabulary number if in vocabulary quantity N or Kn in Dn
Measure M and be less than or equal to certain value, then delete the Dn or Kn, and delete En corresponding with the Dn；If vocabulary quantity N in Dn or
Vocabulary quantity M in Kn is more than certain value, then retains corresponding Dn or Kn, then enter back into step j.
The beneficial effects of the present invention are：Cloud Server to the vocabulary in Dn, Kn data by extracting, so as to calculate
The sales force evaluation index Rn gone out, can with the attitude of sales force, service expression in effective monitoring sales process whether
In place, corresponding normal place in good progress sales service process can also be stored in Cloud Server in advance, then passes through contrast
The action message and positional information of sales force in En, so that whether in place the courtesy sexual act for judging sales force, enters one
Step improves the evaluation result reliability of evaluation system；Customer evaluation index S n can with customer language in effective monitoring sales process and
Attitude, if sales force is serviced according to sale flow, and customer attitudes are still poor or disrespect sales force, then
The evaluation method carried out using this evaluation system is suitably corrected when evaluating the attitude of sales force, so as to avoid
Sales force is punished without reason, while reducing the credit rating coefficient H values of the client, evaluation system is sold with just evaluation
The service quality of personnel, also plays effect of contraction to client；The customer information archives of Cloud Server storage can be in sales process
In set up in real time, more comprehensively, the evaluation to service quality is more accurate the data of collection, it is to avoid knot is evaluated caused by human factor
Really inaccurate the problem of；Data collection and evaluation procedure are carried out in sales process, it is not necessary to Double spending resource afterwards, are simplified
Evaluation rubric, improves evaluation efficiency.
Brief description of the drawings
Fig. 1 is evaluation system circuit theory diagrams；
Fig. 2 is signal processor circuit schematic diagram；
Fig. 3 is the flow chart that evaluation system carries out evaluation method.
Embodiment
A kind of 4 S auto shop sales service QA system as Figure 1-Figure 2, including sales force's carrying are micro-
Type receiver 1, receiver 1 includes the microphone 11 being sequentially connected, sound card 12, signal processor 13, pilot controller 14, signal
Transmitter 15, signal projector 15 is wirelessly communicated to connect with the main frame 2 that is set in 4S shops, and main frame 2 includes originally being located in
Manage device, local storage, signal reception/dispensing device；Main frame 2 is connected by internet with multiple distributed Cloud Servers 3, cloud
Server 3 includes cloud processor, high in the clouds memory；The hand relevant position and foot relevant position of sales force is worn respectively
Miniature body-sensing sensor 4, sales force wears micropositioning device 5 simultaneously, and described body-sensing sensor 4 can be three axis accelerometer
Ceremony body-sensing sensor or six axle gyro ceremony body-sensing sensors or with mark position and send position parameter data
The Three-coordinate type body-sensing sensor of function；Described positioner 5 can be GPS locator or ultrasonic type positioning
Device or other modes locator；Described miniature body-sensing sensor 4, micropositioning device 5 are respectively wirelessly
Communicated to connect with main frame 2, sales force is also worn while controlling micro-receiver 1, body-sensing sensor 4, micropositioning device 5 to open
The power switch 16 closed, power switch 16 is connected with miniature lithium ion battery.
It is usually that one speaks when sales force is linked up with client or sells negotiation, in the same period, but certain
In the case of a little simultaneously, it may appear that the situation that 2 people or many people speak, in order to preferably extract voice data, more preferable embodiment
For：Described microphone 11 is matrix form microphone, and described signal processor 13 includes the sef-adapting filter being sequentially connected
17th, many people's sound source separation modules 18, the single sound-reducing module 19 of multi-channel type.Described many people's sound source separation modules 18 include
The amplifier that is sequentially connected, A/D signal adapters, sound separation computation processor, the single sound-reducing of described multi-channel type
Module 19 includes the sound-reducing computation processor, A/D signal adapters, multiple signals output port being sequentially connected；In many people
Speak simultaneously in the case of, the voice signal that many people mix is separated, and be reduced into multiple independent single voice signals.
Described signal processor people more than 13 couples mixes the process that voice signal handled：17 pairs of sef-adapting filter
Many people mix voice signal and are filtered, and eliminate or suppress ambient noise, and many people's sound source separation modules 18 are to filtered many people
Mix voice signal and carry out sliding-model control, the mel-frequency cepstrum coefficient that many people of extraction mix voice signal mixes as many people
Voice signal property parameter, and set up gauss hybrid models；Mix voice signal property parameter training Gaussian Mixture using many people
Model；Many people of the microphone array collection test environment constituted using multiple microphones mix voice signal, determine the environment
The direction that sound source number and each sound source wave beam are reached, i.e. incident angle of the sound source to microphone array；According to each sound
Transformational relation between audio signal, sound source and the microphone of source of sound, obtain microphone receive microphone array acoustic pressure,
The acoustic pressure gradient of microphone array horizontal direction acoustic pressure gradient and microphone array vertical direction；Using Fourier transformation by Mike
The acoustic pressure gradient of wind array center acoustic pressure, microphone array horizontal direction acoustic pressure gradient and microphone array vertical direction is from time domain
It is transformed into frequency domain；It is vertical according to the microphone array acoustic pressure in frequency domain, microphone array horizontal direction gradient and microphone array
Direction acoustic pressure gradient, obtains the strength vector formula of the sound pressure signal in frequency domain, and then derives strength vector direction；To strong
Spend direction vector progress statistics and obtain its probability density distribution, be fitted using mixing Feng meter Xiu Si distributions, acquisition voice is strong
Spend direction vector and obey the model parameter of mixing Feng meter Xiu Si distributions, and then obtain the strength vector direction letter of each sound pressure signal
Number；The single sound-reducing module 19 of multi-channel type is according to the strength vector directivity function and microphone of obtained each sound pressure signal
Array acoustic pressure, obtains each sound source in frequency domain signal, and believe each sound source in the frequency domain using Fourier inversion
The sound-source signal in time domain number is converted to, the sound-source signal in multiple single time domains is then sent to secondary processor 14.
Signal processor 13 can also mix voice signal to many people using the computational methods of other modes and carry out Reduced separating.
Local storage in the main frame 2 has been previously stored all sale people in this 4S shops for being used for recognizing sales force
The audio frequency characteristics of member, audio frequency characteristics can include the characteristic informations such as amplitude, frequency, spectrogram, the power spectral density of sound, also may be used
With including other relevant parameters.
As shown in Figure 3, according to the evaluation method of any one above-mentioned 4 S auto shop sales service QA system,
Described evaluation method comprises the following steps：
A. sales force's startup power supply switch 16, makes micro-receiver 1, miniature body-sensing sensor 4, micropositioning device 5
Start；Pilot controller 14 is sent to main frame 2 by signal projector 15 and asked, and the native processor in main frame 2 is locally being deposited
Interim evaluation archives L is set up in reservoir, and current time T0 is stored in L, subsequently into step b；
B. many people that the reception of signal processor 13 microphone 11 is transmitted mix voice signal, and many people are mixed into voice signal enters
Row separation, and multiple independent single voice signals are reduced to, multiple independent single voice signals pass through signal projector 15
It is sent to main frame 2；Main frame 2 differentiates multiple independent respective audio frequency characteristics of single voice signal, is pressed in archives L is evaluated temporarily
According to time order and function order by the single voice signal with same audio frequency characteristics be respectively written into sales force's audio sound-recording D1,
D2 ... Dn, or client audio recording K1, K2 ... in Kn；Miniature body-sensing sensor 4, micropositioning device 5 are sent out to main frame 2 simultaneously
Send the action message and positional information of sales force, main frame 2 will with D1, D2 ... the action of the corresponding sales force of Dn difference is believed
Breath and positional information write-in sales force's movement track data E1, E2 ... En；Subsequently into step c；The action letter of sales force
Breath can include a complete action, such as bow, shake hands, embrace, and positional information is the tool that sales force is located in 4S shops
Body position；
In described step b, the method for Dn, Kn foundation is：
Native processor in main frame 2 analyzes multiple respective audio frequency characteristics of separate single people voice signal, if audio is special
Levy sales force with having been stored in local storage audio frequency characteristics are identical and L in the existing sale with the audio frequency characteristics
The single sound signal data, then be stored in corresponding Dn by personnel audio sound-recording Dn in the way to insert, if audio frequency characteristics with
The audio frequency characteristics of the sales force stored in main frame 2 it is identical and with existing D1 in L, D2 ... audio frequency characteristics in Dn not phases
Together, then set up new sales force's audio sound-recording Dn and store the single sound signal data；
If the audio frequency characteristics of sales force voice signal of the audio frequency characteristics from being stored in main frame 2 are different and L in it is existing
The single voice signal, then be stored in corresponding K n, such as by the client audio recording Kn with the audio frequency characteristics in the way to insert
The audio frequency characteristics of sales force of the fruit audio frequency characteristics from being stored in main frame 2 it is different and with existing K1 in L, K2 ... the sound in Kn
Frequency feature is different from, then setting up a new client audio recording Kn is used to store the single sound signal data；
C. main frame 2 judges that Nd+Nk value is more than or equal to vocabulary and triggers threshold values, then into step e, otherwise into step
d；Described Nd is vocabulary quantity summing value in all Dn, and described Nk is vocabulary quantity summing value in all Kn；
D. from current time after the T1 times, if continuing to occur in new data, or the Kn stored in the Dn stored
Continue new data occur, or new Dn occur, or new Kn occur, then return to step b, otherwise into step x；
E. main frame 2 by Dn, Kn, En not on the data that are transmitted through be uploaded to Cloud Server 3, and enter f steps；
F. Cloud Server 3 by multiple Dn data, multiple Kn data respectively with storing in the high in the clouds memory of Cloud Server 3
Standard vocabulary voice data Q carries out real time contrast, calculates customer evaluation index S 1, S2 ... Sn, and preserve what is occurred in Kn in real time
Client personal information lexical data, the personal sound frequency rate characteristic information of client；Described standard vocabulary voice data Q includes vapour
The special lexicon of car, such as " speed changer ", " engine ", " chassis ", " steering ", " oil consumption ", " quality guarantee ", also including courtesy
Property term lexicon, such as " you are good ", " thanks ", " welcome ", also including term lexicon lack of standardization and insult lexicon；
Described client personal information lexical data includes the relative words such as customer name, client address, Client Work unit.
It is right in real time that Cloud Server 3 carries out multiple Dn data with the standard vocabulary voice data Q that is stored in Cloud Server 3
Than the standard operation and position data P that are stored in multiple En data and Cloud Server 3 are carried out into real time contrast, sale people is calculated
Member evaluation index R1, R2 ... Rn, subsequently into g steps；
In described step f, sales force's evaluation index Rn computational methods are：
Wherein a1For, from the 1st vocabulary to n-th vocabulary, it the bonus point point during automobile specified vocabulary occurs in Dn data
Number, a2For, from the 1st vocabulary to n-th vocabulary, it occurs in that bonus point fraction during polite term in Dn data, such as " you
Well ", " welcome " etc.；a3For, from the 1st vocabulary to n-th vocabulary, it occurs and client personal information relative words in Dn data
When bonus point fraction, such as customer name, work unit, home address relevant information vocabulary；biFor the En number corresponding with Dn
From the 1st data to n-th data in, it occurs bonus point fraction during courtesy sexual act in appointed place, such as bows, holds
Hand, the action such as wave；ciFor, from the 1st vocabulary to n-th vocabulary, it term lack of standardization or insult vocabulary occurs in Dn data
When deduction fraction；G2For vocabulary quantity weight coefficient, N is the vocabulary quantity occurred in Dn；G1For standard operation weight coefficient；
Described customer evaluation index S n computational methods are：
Wherein f1For in Kn data from the 1st vocabulary to m-th vocabulary, its occur in that D1 or D2 or ... occurred in Dn
Bonus point fraction during automobile specified vocabulary, f2For, from the 1st vocabulary to m-th vocabulary, it the property praised vocabulary occurs in Kn data
When bonus point fraction, such as " fine ", " satisfaction " vocabulary, f3For, from the 1st vocabulary to m-th vocabulary, it occurs in Kn data
Specific doubt statement and doubt statement include bonus point fraction during automobile specified vocabulary, and such as " engine power of this car is
How much", " what the speed changer model of this car is" etc. doubt statement；giFor in Kn data from the 1st vocabulary to m-th word
Converge, it deduction fraction during insult vocabulary occurs；M is the vocabulary quantity occurred in Kn, and H is the credit rating coefficient of client.
The computational methods of described H values are：If Cloud Server 3 judges the personal sound frequency rate feature letter of client in current Kn
Cease what is preserved for Cloud Server 3, then extract the H values of the client, if the personal sound frequency rate feature letter of the client in current Kn
Breath is not present in Cloud Server 3, then H values are 1.
G. main frame 2 judge the D1 stored in now L, D2 ... occur new data in Dn one of Dn, or K1,
K2 ... there is new data in Kn one of Kn, then return to step e；Otherwise h steps are entered；
H. main frame 2 judges that power switch 16 is closed, then into j steps, otherwise into i steps；
I. main frame 2 judges occur new Dn or Kn data in L, then returns to b step, otherwise into j steps；
J. Cloud Server 3 is judged Sn：
If Sn is more than 0, the credit rating coefficient H values of the client are improved；The final evaluation index Z=Rn+ of sales force
Sn, archives An is evaluated by the write-in sale of Z, Rn, Sn value；By Sn values, client personal information lexical data, the personal sound frequency rate of client
Characteristic information, the H values write-in customer information archives Bn of the client；Cloud Server 3 preserves An, Bn, and flow terminates；
If Sn is less than or equal to 0, the credit rating coefficient H values of the client, the final evaluation index Z of sales force are reduced
=Rn+Y0, described Y0 values be one it is fixed on the occasion of；Archives An is evaluated into the write-in sale of Z, Rn, Sn value；By Sn values, client
Personal information lexical data, the personal sound frequency rate characteristic information of client, the H values write-in customer information archives Bn of the client；Cloud takes
Be engaged in device 3 preservation An, Bn, and flow terminates；
It is in order to effectively restrict client, when Cloud Server 3 is counted that Y0 is introduced in the final evaluation index Z of sales force calculating
Sn is calculated less than or equal to 0, then it is assumed that client disrespects sales force, and the relevant information of client is not at this moment used to sales force
Evaluate, but whether carried out Standard Service in itself just for sales force and evaluated, make evaluation method more fair.Introduce H
Value improves the binding character to client, client is more respected sales force, effectively safeguards that sale flow is smoothed out.
X. main frame 2 judges that sale flow is not set up, deletes L data, turns off the power switch 16, flow terminates.
In some cases, sales force or client can quarrel, and such quarrel is generally difficult to judge both sides' responsibility,
Therefore in order that evaluation method is more fair, more preferable embodiment is：In described f steps, if Cloud Server 3 judges Dn or Kn
It is middle occur sound decibel improve suddenly and continue certain pre-warning time, after pre-warning time, Cloud Server 3 is in Dn and Kn
Voice data is recorded simultaneously, until the sound decibel in Dn and Kn reduces to a certain extent and stops after continuing for some time
Only, in described j steps, the recording data in Dn and Kn can be listened by professional in producer related personnel or 4S shops
Take, judge, and to Cloud Server 3 Introduced Malaria value Y1, the Rn=Rn+Y1 that Cloud Server 3 is finally calculated, Sn=Sn+Y1.
In some sales process, the problem of client can propose related to this brand automobile, such as relating to oil consumption, reliability,
The problem of in terms of the automotive performances such as quality guarantee, salesman people or producer are often desirable to timely retain the problem of client proposes, with
The phase is preferably serviced client after an action of the bowels, or improves automobile product in itself, therefore preferably embodiment is：Described f
In step, if Cloud Server 3 judges occur specific enquirement sentence in Kn data, the audio including this word is included to Kn
Voice data recording in data, and hereafter a period of time, and the voice data is stored in Bn.After sale flow terminates,
Sales force can listen to the problem of client proposes in Bn and be operated summary or be fed back in time to producer, to optimize pin
Flow is sold, the problem of improving service quality, or proposed according to client improves the performance of automobile.
In sales process, in order to improve the competitiveness of this brand automobile, producer often also wants to collect client for other
The opinion or viewpoint of brand, therefore preferably embodiment is：In described f steps, if Cloud Server 3 judges to go out in Kn data
Other existing automobile brand vocabulary, then what is occurred by the vocabulary and in vocabulary appearance forward and backward a period of time in Kn data is several
In automobile major vocabulary deposit Bn, after evaluation rubric terminates, producer or sales force can extract other automobiles occurred in Bn
Brand vocabulary, and the automobile major vocabulary related to other automobile brand vocabulary, so as to find out client to other brand automobiles
The direction of care or particular content.
If in sales process, some sales force or vocabulary described in some client are very few, then for sale people
The evaluation result accuracy of member or client are poor, therefore preferably embodiment is：Before described step j, Cloud Server is first sentenced
If the vocabulary quantity M in vocabulary quantity N or Kn in disconnected Dn is less than or equal to certain value, the Dn or Kn is deleted, and delete
En corresponding with the Dn；If the vocabulary quantity M in vocabulary quantity N or Kn in Dn is more than certain value, retain corresponding Dn or
Kn, then enters back into step j；An, Bn accuracy can so be improved.
Cloud Server to the vocabulary in Dn, Kn data by extracting, so that the sales force's evaluation index calculated
In place whether Rn, can be with the attitude of sales force, service expression in effective monitoring sales process, in Cloud Server
Corresponding normal place in progress sales service process is stored in advance, and the then action by contrasting the sales force in En is believed
Breath and positional information, so that whether in place the courtesy sexual act for judging sales force, further improve the evaluation knot of evaluation system
Fruit reliability.
Customer evaluation index S n can be with customer language and attitude in effective monitoring sales process, if sales force is according to pin
Flow is sold to be serviced, and customer attitudes are still poor or disrespect sales force, then utilize commenting that this evaluation system is carried out
Valency method is suitably corrected when evaluating the attitude of sales force, is punished without reason so as to avoid sales force, simultaneously
The credit rating coefficient H values of the client are reduced, make the evaluation system can be with the service quality of just evaluation sales force, also to visitor
Play effect of contraction in family.
Claims (10)
1. a kind of 4 S auto shop sales service QA system, it is characterised in that：Described evaluation system includes sales force
The micro-receiver (1) carried with, receiver (1) includes microphone (11), sound card (12), signal processor (13), auxiliary
Controller (14), signal projector (15), signal projector (15) wirelessly communicate with the main frame (2) set in 4S shops
Connection, main frame (2) includes native processor, local storage, signal reception/dispensing device；Main frame (2) by internet with it is many
Individual distributed Cloud Server (3) connection, Cloud Server (3) includes cloud processor, high in the clouds memory；The hand phase of sales force
Position and foot relevant position is answered to wear miniature body-sensing sensor (4) respectively, sales force wears micropositioning device simultaneously
(5), described miniature body-sensing sensor (4), micropositioning device (5) are wirelessly communicated to connect with main frame (2) respectively,
Sales force also wears control micro-receiver (1), body-sensing sensor (4), the power switch of micropositioning device (5) opening and closing
(16)。
2. a kind of 4 S auto shop sales service QA system according to claim 1, it is characterised in that：Described letter
Sef-adapting filter (17) that number processor (13) includes being sequentially connected, many people's sound source separation modules (18), multi-channel type one
Sound-reducing module (19).
3. any one 4 S auto shop sales service QA system according to claim 1 to claim 2 is commented
Valency method, it is characterised in that：Described evaluation method comprises the following steps：
A. sales force's startup power supply switch (16), makes micro-receiver (1), miniature body-sensing sensor (4), micropositioning device
(5) start；Pilot controller (14) is sent to main frame (2) by signal projector (15) and asked, the processing locality in main frame (2)
Device sets up interim evaluation archives L in local storage, and current time T0 is stored in L, subsequently into step b；
B. many people of signal processor (13) reception microphone (11) transmission mix voice signal, and many people are mixed into voice signal enters
Row separation, and multiple independent single voice signals are reduced to, multiple independent single voice signals pass through signal projector
(15) it is sent to main frame (2)；Main frame (2) differentiates multiple independent respective audio frequency characteristics of single voice signal, is evaluated temporarily
The single voice signal with same audio frequency characteristics is respectively written into the record of sales force's audio according to time order and function order in archives L
Sound D1, D2 ... Dn, or client audio recording K1, K2 ... in Kn；While miniature body-sensing sensor (4), micropositioning device (5)
To main frame (2) send sales force action message and positional information, main frame (2) will with D1, D2 ... Dn difference it is corresponding sells
Action message and positional information write-in the sales force's movement track data E1 of personnel, E2 ... En；Subsequently into step c；
C. main frame (2) judges that Nd+Nk value is more than or equal to vocabulary and triggers threshold values, then into step e, otherwise into step d；
Described Nd is vocabulary quantity summing value in all Dn, and described Nk is vocabulary quantity summing value in all Kn；
D. from current time after the T1 times, if continue to occur in the Dn stored continues in new data, or the Kn stored
There is new data, or new Dn occur, or new Kn occur, then return to step b, otherwise into step x；
E. main frame (2) by Dn, Kn, En not on the data that are transmitted through be uploaded to Cloud Server (3), and enter f steps；
F. Cloud Server (3) by multiple Dn data, multiple Kn data respectively with storing in the high in the clouds memory of Cloud Server (3)
Standard vocabulary voice data Q carries out real time contrast, calculates customer evaluation index S 1, S2 ... Sn, and preserve what is occurred in Kn in real time
Client personal information lexical data, the personal sound frequency rate characteristic information of client；
It is right in real time that Cloud Server (3) carries out multiple Dn data with the standard vocabulary voice data Q of storage in Cloud Server (3)
Than the standard operation and position data P of storage in multiple En data and Cloud Server (3) are carried out into real time contrast, sale is calculated
Personnel evaluation index R1, R2 ... Rn, subsequently into g steps；
G. main frame (2) judge the D1 now stored in L, D2 ... occur new data in Dn one of Dn, or K1, K2 ...
There is new data in Kn one of Kn, then return to step e；Otherwise h steps are entered；
H. main frame (2) judges that power switch (16) is closed, then into j steps, otherwise into i steps；
I. main frame (2) judges occur new Dn or Kn data in L, then returns to b step, otherwise into j steps；
J. Cloud Server (3) is judged Sn：
If Sn is more than 0, the credit rating coefficient H values of the client are improved；The final evaluation index Z=Rn+Sn of sales force, will
Archives An is evaluated in the write-in sale of Z, Rn, Sn value；By Sn values, client personal information lexical data, the personal sound frequency rate feature of client
Information, the H values of client write-in customer information archives Bn；Cloud Server (3) preserves An, Bn, and flow terminates；
If Sn is less than or equal to 0, the credit rating coefficient H values of the client, the final evaluation index Z=Rn of sales force are reduced
+ Y0, described Y0 values be one it is fixed on the occasion of；Archives An is evaluated into the write-in sale of Z, Rn, Sn value；Sn values, client is personal
Information lexical data, the personal sound frequency rate characteristic information of client, the H values write-in customer information archives Bn of the client；Cloud Server
(3) An, Bn are preserved, flow terminates；
X. main frame (2) judges that sale flow is not set up, deletes L data, turns off the power switch (16), flow terminates.
4. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：In described step b, the method for Dn, Kn foundation is：
Native processor in main frame (2) analyzes multiple respective audio frequency characteristics of separate single people voice signal, if freshly harvested
The audio frequency characteristics of sales force voice signal of the audio frequency characteristics with having been stored in local storage are identical and L in existing have should
The single sound signal data, then be stored in corresponding Dn by the sales force audio sound-recording Dn of audio frequency characteristics in the way to insert,
If in freshly harvested audio frequency characteristics and main frame (2) audio frequency characteristics of sales force's voice signal of storage it is identical and with L
Some D1, D2 ... the audio frequency characteristics in Dn are different from, then set up new sales force's audio sound-recording Dn and store the list
People's sound signal data；
If the audio frequency characteristics phase of freshly harvested audio frequency characteristics and the existing client audio recording Kn with the audio frequency characteristics in L
Together, then the single voice signal is stored in corresponding K n in the way to insert, if audio frequency characteristics and the pin of storage in main frame (2)
Sell personnel's voice signal audio frequency characteristics it is different and with existing K1 in L, K2 ... the audio frequency characteristics in Kn are different from, then are built
Vertical one new client audio recording Kn is used to store the single sound signal data.
5. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：In described step f, sales force's evaluation index Rn computational methods are：
Wherein a1For, from the 1st vocabulary to n-th vocabulary, it bonus point fraction during automobile specified vocabulary, a occurs in Dn data2For
From the 1st vocabulary to n-th vocabulary in Dn data, it occurs in that bonus point fraction during polite term, a3For in Dn data from
1st vocabulary is to n-th vocabulary, and it bonus point fraction during with client personal information relative words occurs；biTo be corresponding with Dn
En data in from the 1st data to n-th data, it occurs bonus point fraction during courtesy sexual act in appointed place；ciFor
From the 1st vocabulary to n-th vocabulary in Dn data, there is deduction fraction when term lack of standardization or insult vocabulary in it；G2For
Vocabulary quantity weight coefficient, N is the vocabulary quantity that occurs in Dn；G1For standard operation weight coefficient；
Described customer evaluation index S n computational methods are：
Wherein f1For in Kn data from the 1st vocabulary to m-th vocabulary, its occur in that D1 or D2 or ... the automobile occurred in Dn
Bonus point fraction during special vocabulary, f2For in Kn data from the 1st vocabulary to m-th vocabulary, its occur praise property vocabulary when
Bonus point fraction, f3For, from the 1st vocabulary to m-th vocabulary, it occurs wrapping in specific doubt statement and doubt statement in Kn data
Include bonus point fraction during automobile specified vocabulary；giFor, from the 1st vocabulary to m-th vocabulary, it insult word occurs in Kn data
Deduction fraction during remittance；M is the vocabulary quantity occurred in Kn, and H is the credit rating coefficient of client.
6. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：The computational methods of described H values are：If Cloud Server (3) judges the personal sound frequency rate characteristic information of client in current Kn
Preserved for Cloud Server (3), then extracted the H values of the client, if the personal sound frequency rate feature letter of the client in current Kn
Breath is not present in Cloud Server (3), then H values are 1.
7. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：In described f steps, if Cloud Server (3) judges to occur in Dn or Kn sound decibel and improves and continue certain pre- suddenly
The alert time, after pre-warning time, Cloud Server (3) is recorded simultaneously to the voice data in Dn and Kn, until in Dn and Kn
Sound decibel reduce to a certain extent and stop after continuing for some time, the recording data is submitted artificial by Cloud Server (3)
Audit the Rn=Rn+Y1, Sn=Sn+Y1 finally calculated until the correction value Y1 fed back, Cloud Server (3).
8. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：In described f steps, if Cloud Server (3) judges occur specific enquirement sentence in Kn data, this sentence is included to Kn
Voice data including words, and the voice data recording in hereafter a period of time, and the voice data is stored in Bn.
9. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：In described f steps, if Cloud Server (3) judges occur other automobile brand vocabulary in Kn data, by the vocabulary and
Several automobile major vocabulary that in Kn data occurring in forward and backward a period of time occurs in the vocabulary are stored in Bn.
10. a kind of evaluation method of 4 S auto shop sales service QA system according to claim 3, its feature exists
In：Before described step j, Cloud Server (3) if first judge Dn in vocabulary quantity N or Kn in vocabulary quantity M be less than or
Equal to certain value, then the Dn or Kn is deleted, and delete En corresponding with the Dn；If the word in vocabulary quantity N or Kn in Dn
The quantity M that converges is more than certain value, then retains corresponding Dn or Kn, then enter back into step j.
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| CN113238992A (en) * | 2021-04-04 | 2021-08-10 | 刘正学 | Management system of building archive information |
| CN113569160A (en) * | 2021-08-16 | 2021-10-29 | 上海明略人工智能(集团)有限公司 | Method and device for push talk, electronic equipment and storage medium |
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