售后服务英语.ppt

After-sales service Definition Service content Main principles Technological process Effects After-sales service is the fact of providing help to customers after they have bought a product, usually involving doing repairs that are needed or giving advice on how to use the product. From the marketing point of view, after-sales service itself is a means of promotion as well. On behalf of consumers to install, debug products 代为消费者安装、调试产品 According to the request of the consumer, the use and other aspects of technical guidance; 根据消费者要求，进行有关使用等方面的技术指导； To ensure the supply of repair parts 保证维修零配件的供应 Responsible for the repair service 负责维修服务 On the product of “Three Guarantees” 对产品实行“三包”. Courtesy demands reciprocity 礼尚往来 The principle of friendship 友谊原则 Word of mouth 口口相传 Every time when you do a favor for a customer, the customer will feel that he should also do something for you. Meanwhile, if you make a concession(让步) to his requests, he will seem to be little beholden to you. Improve the relationship between you and him, and it will be possible to make the following business successful. This is called the principle that courtesy demands reciprocity. As an excellent salesman, he always knows that when he trains old customers, he should develop his new customers at the same time. When it comes to the origin of the customer development, the best way is the introduction by old customers. The recommendation by old customers shows that people are applying the principle of friendship. It is also an element that encourages people to purchase products. We use people once who bought our products or used our products to tell our customers buy the products they used before. This is also a way that affects the purchase decision of customers. Effects Establish a corporate image Customer satisfaction Customer?word-of-mouth?communication Good after-sales service can help enterprises takeoff . It is the best promotion for the next sale , t