,After-sales service,Content,Definition Service content Main principles Technological process Effect,After sale service, is in the sale of goods beyond that provided by various service activities. From the marketing point of view, after-sales service itself but also is a means of promotion. 售后服務，就是在商品出售以后所提供的各種服務活動。從推銷工作來看，售后服務本身同時也是一種促銷手段。,Definition,Service content,On behalf of consumers to install, debug products 代為消費者安裝、調試產品 According to the request of the consumer, the use and other aspects of technical guidance; 根據消費者要求，進行有關使用等方面的技術指導； To ensure the supply of repair parts 保證維修零配件的供應 Responsible for the repair service 負責維修服務 On the product of “Three Guarantees” 對產品實行“三包”.,Main principles,Reciprocity principle 禮尚往來原則 Commitment and inertia principle 承諾與慣性原則 Social identity principles 社會認同原則 Friendship principles 友誼原則 The users testimony 使用者證言,Reciprocity principle 禮尚往來原則,When you help the customers favor, the customer will feel oneself also should do something, when you do a concession to customer requirements, the customer heart will be for you like a kind of debt, promote the relationship between you two, have made the next business may be. This is called the reciprocity principle. 每次當你幫了顧客的忙，那位顧客就會感覺到自己也應該替你做些什么似的，每當你對顧客要求做個什么讓步，顧客內心就會感到對你好像有種虧欠，增進你倆的關系，就有了做成下一次生意的可能。這叫做禮尚往來原則。,Commitment and inertia principle 承諾與慣性原則,It refers to people of the past did have a strong coherence requirements, hoping to maintain all the old form, using commitment to expand the concept. 它是指人們對過去做過的事情有一種強烈連貫性的需求，希望維持一切舊有的形式，使用承諾來擴充觀念,Social identity principles 社會認同原則,Infinite power of the subconscious influence called social identity principles 威力無窮的潛意識影響稱之為社會認同原則,Friendship principles 友誼原則,Customer potential customer than the customer is more advantageous, because of its success probability is a new customer is 15 times, an excellent sales staff, he will know in the training of his old customers, at the same time he also continued to develop his new customers, new customers development source, the best way is by the old a customer. And this old customers introduced, is that people in the use of principle of friendship. 客戶介紹的潛在客戶比全新的顧客更為有利，因為它的成功幾率是全新顧客的15倍，一個拔尖的銷售人員，他永遠知道在培養他的老顧客，同時他也不斷地開發他的新顧客，而新顧客的開發來源，最好的方法就是由老顧客介紹。而這種老顧客的介紹，就是人們在運用友誼的原則。,The users testimony 使用者證言,This is to promote the customer to purchase the product of a factor, use once bought our products, or the use of our products, with some of their testimony, tell our customers, this also is influence customer purchase decision method 這也是促使顧客購買產品的一種因素，利用曾經買過我們的產品的人，或使用我們產品的人，用他們的一些見證，告訴我們的顧客，這也是影響顧客購買決定的一種方法。,Technological process,Effect,Establish a corporate image The satisfaction of customer The communication of customer,Establish a corporate image 樹立公司形象,In the product coessential change increasingly serious today, after sale service as part of marketing has become the manufacturers and businessmen for the consumer mind good customer service services to help enterprises takeoff Important territory, good after sale service is the next best pre-sale promotion, is to enhance consumer satisfaction and loyalty is the main mode, is a corporate reputation and corporate image transmission an important way. 在產品同質化日益嚴重的今天，售后服務作為市場營銷的一部分已經成為眾廠家和商家爭奪消費者心智的 好的售后服務有助于企業騰飛重要領地，良好的售后服務是下一次銷售前最好的促銷，是提升消費者滿意度和忠誠度的主要方式，是樹立企業口碑和傳播企業形象的重要途徑。,The satisfaction of customer 顧客滿意度,After sale service as customers raised requirements, manufacturers or merchants do good or bad degree and customer satisfaction is directly proportional to the relationship 售后服務作為顧客提出來的要求，廠家或商家做的好壞程度將與顧客的滿意程度成正比的關系,The communication of customer 顧客傳播,Customer satisfaction usually continued to buy their own satisfaction with the products, word-of-mouth publicity, posit