CN206921140U - A kind of 4 S auto shop sales service QA system - Google Patents

Abstract

The utility model evaluates a kind of timely, objective, the high 4 S auto shop sales service QA system of evaluation result accuracy more particularly to a kind of.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；Whether evaluation system can make evaluation system also can play effect of contraction to client with the service quality of just evaluation sales force with the attitude of sales force, service expression in effective monitoring sales process in place；Evaluation procedure is carried out in sales process, it is not necessary to Double spending resource afterwards, is simplified evaluation rubric, is improved evaluation efficiency.

Description

A kind of 4 S auto shop sales service QA system

Technical field

The present invention relates to 4 S auto shop sales service to evaluate field, and more particularly to a kind of 4 S auto shop sales service quality is commented Valency system.

Background technology

The sales mode of 4 S auto shop is sales force and client is one-to-one, face-to-face sale at present, 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, personal quality, communication skill in sales process 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 needs of client, producer would generally be to pin The sales process for selling personnel is evaluated, and mainly after sales force communicates with client, producer individually assigns the evaluation method Related personnel is by telephone interview, the advisory customers in a manner of survey, after client answers relevant issues, the phone of producer The answer content of client is recorded and inputs sale evaluation system by access personnel, is evaluated with the sale completed to sales force.

But there is the problem of 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 evaluate 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, the sales service that evaluation system can not be to part sales force is caused to carry out timely and effective evaluation.

3. producer is to collect client feedback opinion, it is necessary to arrange professional to be interviewed by phone as far as possible, and electric Words access mode exist client answer not in time, situations such as the line is busy, it is also necessary to professional repeatedly follows up to client, makes anti- 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 all answers "no", is shown according to investigation, causes above-mentioned behavior Reason mainly has two aspects：One is that sales force communicates with client in advance, and instruction 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 to save the time, deliberately omits some sale flows, as reduced in automotive performance introduction Hold, or conceal some service items, seriously compromise the image in 4S shops, and the public praise on automobile brand causes influence；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 be not as sales force in itself caused by, can not really evaluate the service quality of sales force, or even because indivedual care for The unreasonable situation for causing sales force by the injustice punishment of producer of visitor, increase the pressure at heart of sales force.

5. producer is to collect the idea of customer and demand, car category that such as customer likes at this stage, style, and care for The contents such as evaluation of the visitor to other brand same type automobiles, and often the client in sales section can often refer to these information, But because sales force can not record in real time, the effective, data collection of system can not be formed, producer can not be grasped Gu in time The real demand of visitor.

The content of the invention

In view of the above-mentioned problems, it is an object of the present invention to provide one kind to evaluate timely, objective, high one kind of evaluation result accuracy 4 S auto shop sales service QA system 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, described evaluation system include the micro-receiver that sales force carries with, and receiver includes microphone, sound Card, signal processor, pilot controller, signal projector, the signal projector wirelessly main frame with being set in 4S shops Communication connection, main frame include native processor, local storage, signal reception/dispensing device；Main frame by internet with it is multiple Distributed Cloud Server connection, Cloud Server include 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.

Preferably, described positioner is GPS location instrument or ultrasonic type position indicator；Described microphone is matrix form Microphone；Described body-sensing sensor is gyro ceremony body-sensing sensor；Set between described microphone and sound card adaptive Wave filter；Described signal projector is wireless blue tooth sender unit or wireless 4G sender units.

The beneficial effects of the present invention are：Evaluation system can be with the service state of sales force in effective monitoring sales process Whether degree, service expression in place, make evaluation system also to be played about to client with the service quality of just evaluation sales force Shu Zuoyong, evaluation are objective；Evaluation procedure is carried out in sales process, and evaluation is timely, and it is high to evaluate accuracy；It need not weigh afterwards Resource is spent again, is simplified evaluation rubric, is improved 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 include microphone 11, sound card 12, signal processor 13, pilot controller 14, the signal being sequentially connected Transmitter 15, main frame 2 of the signal projector 15 wirelessly with being set in 4S shops communicate to connect, 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 wear 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 controls micro-receiver 1, body-sensing sensor 4, micropositioning device 5 are opened The power switch 16 closed, power switch 16 are 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, it may appear that the situation that 2 people or more people speak simultaneously, 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, more people's sound source separation modules 18, the single sound-reducing module 19 of multi-channel type.Described more people's sound source separation modules 18 include Amplifier, A/D signal adapters, the sound separation computation processor being sequentially connected, the single sound-reducing of described multi-channel type Module 19 includes sound-reducing computation processor, A/D signal adapters, the multiple signals output port being sequentially connected；In more people Speak simultaneously in the case of, the voice signal that more people mix is separated, and be reduced into multiple independent single voice signals.

Described signal processor 13 mixes the process that voice signal is handled to more people：Sef-adapting filter 17 is right More people mix voice signal and are filtered, and eliminate or suppress ambient noise, and more people's sound source separation modules 18 are to filtered more people Mix voice signal and carry out sliding-model control, extract more people and mix the mel-frequency cepstrum coefficient of voice signal and mix as more people Voice signal property parameter, and establish gauss hybrid models；Mix voice signal property parameter training Gaussian Mixture using more people Model；More people using the microphone array collection test environment of multiple microphones composition mix voice signal, determine the environment The incident angle in direction, i.e. sound source to microphone array that sound source number and each sound source wave beam reach；According to each sound Transformational relation between the audio signal of source of sound, sound source and microphone, obtain microphone array acoustic pressure that microphone receives, 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 Degree direction vector carries out statistics and obtains its probability density distribution, is fitted using mixing Feng meter Xiu Si distributions, it is strong to obtain voice 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, each sound source is obtained in frequency domain signal, and believed each sound source in the frequency domain using Fourier inversion The sound-source signal in time domain number is converted to, multiple sound-source signals individually in time domains are then sent to secondary processor 14. Signal processor 13 can also use the computational methods of other modes that more people are mixed with voice signal 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 identifying sales force The audio frequency characteristics of member, audio frequency characteristics can include the characteristic informations such as the amplitude of sound, frequency, spectrogram, power spectral density, also may be used With including other relevant parameters.

It is 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 deposited locally Interim evaluation archives L is established in reservoir, and current time T0 is stored in L, subsequently into step b；

B. more people that the reception of signal processor 13 microphone 11 transmits mix voice signal, and more 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 evaluation archives L 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 Dn corresponding sales forces respectively 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 Personnel audio sound-recording Dn, then the single sound signal data is stored in corresponding 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, D2 in L ... audio frequency characteristics in Dn not phases Together, then establish 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, K2 in L ... the sound in Kn Frequency feature is different from, then establishes a new client audio recording Kn and be used to store the single sound signal data；

C. main frame 2 judges that Nd+Nk value is more than or equal to vocabulary triggering 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 new data occur in the Dn stored, or in the Kn 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, client individual's sound frequency rate characteristic information；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 ", in addition to 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 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, calculate sale people 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, there is bonus point fraction during polite term in it 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；b_iFor 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；c_iFor, from the 1st vocabulary to n-th vocabulary, it term or insult vocabulary lack of standardization 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 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；g_iFor 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 client individual's sound frequency rate feature letter in current Kn Cease what is preserved for Cloud Server 3, then extract the H values of the client, if client individual's sound frequency rate feature letter in current Kn Breath is not present in Cloud Server 3, then H values are 1.

D1, D2 that g. main frame 2 judges to have stored in now L ... 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, Z, Rn, Sn value are write into sale evaluation archives An；By Sn values, client personal information lexical data, client individual's sound frequency rate 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；Z, Rn, Sn value are write into sale evaluation archives An；By Sn values, client Personal information lexical data, client individual's sound frequency rate characteristic information, 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, does not at this moment use the relevant information of client to sales force Evaluation, 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 Middle there is sound decibel and improve suddenly and continue certain pre-warning time, and 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 finally calculates, Sn=Sn+Y1.

In some sales process, client can propose the problem of 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 in Bn the problem of client proposes and be operated summary or be fed back in time to producer, to optimize pin The problem of selling flow, 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 in Kn data occurring in forward and backward a period of time are occurred in the vocabulary and the vocabulary 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 enter back into step j；An, Bn accuracy can so be improved.

Cloud Server to the vocabulary in Dn, Kn data by extracting, so as to 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 Store in advance and carry out corresponding normal place in sales service process, the then action by contrasting the sales force in En is believed Breath and positional information, so as to whether in place judge the courtesy sexual act of 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 are commented using what this evaluation system was 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 evaluation system can be with the service quality of just evaluation sales force, also to visitor Play effect of contraction in family.

Claims (2)

1. A kind of 1. 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) include 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) include native processor, local storage, signal reception/dispensing device；Main frame (2) by internet with it is more Individual distributed Cloud Server (3) connection, Cloud Server (3) include 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) wirelessly communicate 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 2. 4 S auto shop sales service QA system according to claim 1, it is characterised in that：Described determines Position device (5) is GPS location instrument or ultrasonic type position indicator；Described microphone (11) is matrix form microphone；Described body Propagated sensation sensor (4) is gyro ceremony body-sensing sensor；Adaptive-filtering is set between described microphone (11) and sound card (12) Device；Described signal projector (15) is wireless blue tooth sender unit or wireless 4G sender units.