, refers to a series of services provided to consumers by production enterprises and distributors after selling their products (or services), including product introduction, delivery, installation, debugging, maintenance, technical training and on-site services. 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. I like the principle of after-sales service, for example, a certain cosmetic has been used by a star, so I also want to use it because I like that star; I want to buy what kind of clothes a star wears. Many promotional advertisements are made by celebrities, and this principle of liking is used to motivate customers to take purchase actions. The principle of friendship is that the potential customers introduced by customers are more favorable than brand-new customers, because its success rate is 15 times that of brand-new customers. A top salesman will always know that he is cultivating his old customers, and at the same time, he will continue to develop his new customers. The best way to develop new customers is to introduce old customers. And the introduction of this old customer is that people are applying the principle of friendship. Thank-you letter When the customer's response to the first visit is good, we should send a thank-you letter at an appropriate time. It doesn't matter whether the customer makes a purchase decision. It is important that the customer has a good response during the visit, which requires you to send him a thank-you letter immediately after the visit. Now the method of thank-you note is very simple. When selling the utility or value of goods, the next stage is to sell goods and sell your services. Therefore, when writing a thank-you note, you must tell the customer this feeling of gratitude, because everyone has a feeling that when you write him a letter or send him a greeting card, he is usually not easy to forget, which can deepen the customer's trust in you. In another case, when you owe a customer a favor, you need to write a thank-you letter. When you owe a customer, you visit him, whether he bought your products or not, but although he didn't buy your things because you gave him a gift, he will feel a little guilty, so he will definitely help you. Although he said he bought or didn't buy your company's products, he will help you. Thank the customers who patronize on weekdays from the tourist destination, and tell them where leisure is good and can be provided to them; Where there is a football match, whenever you have a ticket, ask the courier to send it to him, so that the customer feels that he must be very moved to have such a person who always cares about him. At the same time, you will get a lot of feedback and care. When you go to play, don't forget to bring some small souvenirs back to your customers, which can increase the trust relationship between you and your customers. Customer organizations establish influence center after-sales service. Every customer has many friends. We all want our customers to introduce us to some people around him. Sometimes good customers will introduce some of their relatives and friends to buy products, thus establishing an influence center. Choose a suitable time to hold a seminar, invite customers who have used your products to participate in the seminar, ask them to make reasonable suggestions for the company, and let these customers know more people. This is a work that benefits others and benefits themselves. The main purpose of holding a seminar is to let these customers know each other, and it is also a demonstration of your sincerity to customers. Patiently listen to what the object of discussion said to the customer from beginning to end. Most people will inevitably want to stop each other when they hear each other repeating the topic, so they say I know and don't want them to talk any more. But please be patient and listen to these repeated words as an important part. In the process of talking with customers or understanding and discussing countermeasures, we should pay attention to listening, listen to the real meaning of customers and see what they are dissatisfied with or complain about. If the customer you meet may not express well or stutter, you must be patient and let the customer tell his problem and listen to the real meaning. The important thing is to say what is inconvenient or dare not say. Let customers come up with countermeasures. If there is no way to solve the commodity problem, you can also ask the customer to help you think of countermeasures. When you serve customers with your heart and care about them with your heart, customers will thank you, make bigger and better feedback and come up with the best countermeasures to solve your troubles. Deal with dissatisfaction and listen patiently to customers buying your things. He is always dissatisfied, so he often calls the company to tell us that he is not satisfied with this matter. Whether I talk to you on the phone or in person, always remember, don't argue, listen patiently, learn to listen to others as much as possible, and then express your views when appropriate. Just admit your mistake and don't lose your temper with the customer. Learn to control your emotions and be a salesman with high emotional intelligence. Customers may be angry, but you must be patient, don't make excuses, just admit your mistakes. Respecting customers is an essential quality of a qualified salesperson. Even if you know the customer's misunderstanding or being scolded by the customer for no reason, you should still listen to the customer's complaints quietly. Sometimes, if you listen patiently, the anger of customers will disappear and the dissatisfaction with customers will be solved unconsciously. Many people are eager to find an excuse to deal with customers before they show dissatisfaction. If you defend them again and again, customers will feel emotionally disgusted. Once his dissatisfaction is seriously manifested, he will steal more customers. Understand the reasons for dissatisfaction. As long as it directly solves the dissatisfaction caused by the problems of the goods themselves for customers, it is ok. It is very important to improve your eloquence and the principle of sensibility. You should learn to observe people and learn from their strengths. Your customers are also your teachers. To learn to be good at thinking, the simple way to think is to ask yourself, am I doing this right? Can I satisfy others? Is there anything that needs improvement? Usually, you should observe, listen, see and talk more, and exercise your eloquence, and then combine these fragmentary fragments and extract some quality content through analysis. To improve your coping ability, you need to imitate those experienced people and see how they do it. At the same time, you should practice again and again to improve your eloquence. Today, with the increasing homogeneity of products, after-sales service, as a part of marketing, has become an important territory for many manufacturers and businesses to compete for consumers' minds. Good after-sales service is the best publicity before the next sale, the main way to improve consumer satisfaction and loyalty, and the important way to establish corporate reputation and spread corporate image. Customer satisfaction after-sales service is a requirement put forward by customers, and the quality made by manufacturers or businesses will be directly proportional to customer satisfaction. After-sales service is well done, and if the customer's requirements can be met, the customer's satisfaction will naturally improve; On the other hand, if the after-sales service is not well done or not in place, the customer's satisfaction will be reduced, and even extreme dissatisfaction will occur. After spreading customer satisfaction, customers usually continue to buy products they are satisfied with, and carry out positive communication methods such as word-of-mouth publicity, which plays a powerful role in improving product market share and brand reputation.