The so-called after-sales service refers to a series of services provided to consumers by manufacturers and distributors after selling their products (or services), including product introduction, delivery, installation, debugging, maintenance, technical training and on-site service.
In today's fierce market competition, with the improvement of consumers' awareness of rights protection and the change of consumption concept, consumers not only pay attention to the product entity itself when buying products, but also pay more attention to the after-sales service of products under the condition of similar quality and performance. Therefore, it has become a new focus of modern enterprise market competition to provide consumers with perfect after-sales service while providing inexpensive products. In China, there are cases in which Haier Group's sales have steadily increased because of its good after-sales service. Main content service content 1, install and debug products on behalf of consumers;
2, according to the requirements of consumers, provide technical guidance on the use and other aspects;
3. Ensure the supply of maintenance spare parts;
4, responsible for maintenance services;
5, the implementation of three guarantees for products, that is, repair, replacement and return (now many people think that product after-sales service is three guarantees, which is a narrow understanding);
6. Handle letters and visits from consumers and answer their inquiries. At the same time, collect consumers' opinions on product quality through various ways, and make timely improvements according to the situation. Quality brand Objectively speaking, quality after-sales service is the product of brand service economy, and the after-sales service of brand-name products is often better than that of brand-name products. The price of brand-name products is generally higher than that of miscellaneous brands, on the one hand, it is based on product cost and quality, on the other hand, the after-sales service cost has been considered in the sales strategy of brand-name products. Service system As far as the service system is concerned, the after-sales service of products is jointly provided by manufacturers and distributors, but it is more displayed to consumers in the form of cooperation between manufacturers and merchants.
Consumers and businesses should abide by the principle of good faith. The principle of reciprocity is the main principle. Every time you help a customer, that customer will feel that he should do something for you. Every time you make concessions to your customers' demands, they will feel that they owe you something. If you improve your relationship, you have the possibility of making the next business. This is the so-called reciprocity principle. The principle of commitment and inertia means that people have a strong demand for what they have done in the past, hoping to keep all the old forms and use commitment to expand their ideas. The unconscious influence of the principle of social identity is called the principle of social identity. Similar recognition: if today's customers are doctors, they are all using this product or receiving such services, it is acceptable for nurses to sell it. If all lawyers use this product, other lawyers will accept it when they sell it to other lawyers. This is called social recognition. User testimony This is also a factor that urges customers to buy products. Using people who have bought or used our products to tell our customers with some of their testimonies is also a way to influence customers' purchase decisions. Favorite principle