I. What is needed for after-sale services
1. Delivery services. Staff involved in this service must be sensitive to client attitudes. In the event of difficulties, such as excessive floors and heavy commodities, it is important to learn to communicate with customers, not to be angry with customers, let alone to leave. Moreover, the goods must be treated lightly and not at the expense of being sold。
2. Installation services. For those goods that need to be installed, service personnel must test them on the spot and confirm their correctness。
3. “three packages” of services. This means that after the sale, the goods are fixed, replaced and withdrawn for a specified period of time. Salespersons and related service personnel should treat customers with understanding and compassion, be patient in helping each other, jointly search for commodity problems and assist them in repairing or switching back, and must not turn down customers' demands by “selling one for one”. Even worse, during the maintenance of products, businesses can lend their customers their substitutes free of charge to deal with the difficulties they are unable to use during the maintenance and to provide genuine convenience to customers。
4. Packing of commodities as required by the customer, e. G., individual packaging of goods, packaging of packaged goods, small packaging of bulk commodities, gift packaging, etc. Comfortable packaging often gives extra points to shops or businesses。
Maintain regular contact with customers. Shops can also collect customers ' views on goods, services. Where possible, the head of the maintenance service point should frequently visit the customer who has repaired the goods. If a customer suffers significant losses as a result of a commodity failure, the head of the service point may personally apologize and offer condolences. In addition, shops should be kept informed of consumer mindsets and market needs, and relevant files such as customer and service information should be established in a timely manner。
Article 8 of the consumer protection act provides that consumers have the right to know the true circumstances of the goods they purchase, use or service they receive。
Consumers have the right to require the operator to provide information on the price, place, producer, use, performance, specifications, grade, major ingredients, date of production, period of validity, certificate of qualification, statement of method of use, post-sales service, or the content, specifications, cost, etc. Of the service, depending on the circumstances of the commodity or service。
Where is the importance of after-sales services
After-sale services are the most important link after sale. After-sale services have become an essential element for enterprises to maintain or expand their market share. The quality of after-sale services can affect consumer satisfaction. At the time of purchase, provisions such as warranty and after-sales services can free the customer from doubt and wavering patterns and resolve to purchase the goods. Quality after-sales services can be a product of the brand economy, and in today’s intense competition in the market, as consumer awareness increases and consumer perceptions change, consumers are no longer only concerned with the product itself, preferring to choose these companies with quality after-sales services, where the quality and performance of the same product are similar。
Objectively, quality after-sales services are the product of the brand economy, and after-sales services tend to be better than miscellaneous products. The price of branded products is generally higher than that of billboards, both on the basis of the cost and quality of the product and because after-sale service costs are already taken into account in marketing strategies for branded products。
In conclusion, the buyer's market is now open to consumer choice, which requires business to improve the quality of products while paying attention to after-sales services. The need for attention to after-sale services has been explained above, generally in terms of delivery, installation services, “three packages” services, and “re-export” services. Reasonable consumer needs should be met as soon as possible. In short, a good after-sales service has helped to boost product sales。
