After - sale service, it is after the sale of goods to provide a variety of service activities. From the point of view of sales work, after-sales service itself is also a means of promotion. In the follow-up stage, sales personnel to take various forms of cooperation steps, through after-sales service to improve the credibility of the enterprise, expand the market share of products, improve the efficiency and efficiency of sales work.
After - sale service is the most important link. After - sales service has become an important factor for enterprises to maintain or expand market share. The quality of after-sales service can affect the satisfaction of consumers. In the purchase, the warranty, after-sales service and other relevant provisions can make customers get rid of doubts, swing form, determined to buy goods. High-quality after-sales service is the product of the brand economy, in today's fierce market competition, with the improvement of consumers' rights consciousness and the change of consumption idea, consumers no longer only focus on the product itself, in the same products quality and performance are in similar circumstances, more willing to choose these companies with high quality after-sales service.
Objectively speaking, quality after-sales service is the product of brand economy, the after-sales service of famous brand products is often better than that of non-brand products. The price of famous brand products is generally higher than that of non-famous brands, on the one hand, it is based on the product cost and quality, and on the other hand, the after-sales service cost has been taken into account in the sales strategy of famous brand products.
Patience to listen
Listen patiently throughout what is said to the customer. The average person hears the other person repeat a topic and tries to stop the other person from repeating it, so they say, "I've talked to the customer a lot." they don't want the other person to repeat it. But be sure to listen patiently to these repetitions as if they were important.
Guide customers to come up with countermeasures
If there is no solution to the vehicle problem, ask the customer to help you come up with a solution. When you serve and care for your customers, they will thank you, give you bigger and better feedback, and come up with the best solution for you.
Improve customer satisfaction
After - sales service as customers put forward the requirements, manufacturers or businesses will do the degree of good or bad and customer satisfaction will be proportional to the relationship. Good after-sales service, if the customer can meet the requirements, customer satisfaction will naturally continue to improve; On the contrary, if the after-sale service is not well done or not done, the customer satisfaction will be reduced, or even extreme dissatisfaction.
After customers are satisfied, they will continue to buy the products they are satisfied with, carry out word-of-mouth publicity and other positive ways to spread, which plays a strong role in improving the market share of products and brand reputation. If customers for the service are not satisfied, according to the empirical study results show that 96% of consumers encounter the situation of the service not attentive won't complain, but 90% of dissatisfied consumers won't buy the company's products and services, or will they experience tell at least nine other people, 13% had not satisfied experience of consumers will their experience to tell more than 20 people.