After-sales service refers to various service activities provided after the sale of goods. From the perspective of sales promotion, after-sales service itself is also a promotional tool. During the follow-up stage, salespeople should take various forms of cooperative steps to enhance the company's reputation, expand the market share of products, and improve the efficiency and returns of sales work through after-sales service.
After-sales service is the most crucial aspect of after-sales service. After-sales service has become a key element for enterprises to maintain or expand their market share (such as Serta, Tmall, JD.com, etc.). The quality of after-sales service can affect consumers' satisfaction. When making a purchase, the relevant regulations on the warranty and after-sales service of the goods can help customers get rid of their doubts and indecision, and make up their minds to buy the goods. High-quality after-sales service can be regarded as a product of the brand economy. In a society with fierce market competition, as consumers' awareness of rights protection increases and their consumption concepts change, consumers no longer only focus on the products themselves. When the quality and performance of similar products are similar, they are more willing to choose companies that offer high-quality after-sales service.
Objectively speaking, high-quality after-sales service is a product of the brand economy. The after-sales service of well-known brands is often better than that of no-name brands. The prices of well-known brand products are generally higher than those of no-name brands. On the one hand, this is based on product costs and quality; on the other hand, it is also because the sales strategies of well-known brand products have already taken into account the cost of after-sales service.
If the vehicle problem really cannot be solved, you can also ask the customer to help you come up with a solution. When you serve customers with your heart and care for them with your heart, they will thank you and give you greater and better feedback, coming up with the best solutions to your troubles.
In a market where product homogenization is becoming increasingly severe, after-sales service, as a part of marketing, has become an important territory for manufacturers and merchants to compete for consumers' minds. Good after-sales service is the best promotion before the next sale, the main way to enhance consumer satisfaction and loyalty, and an important approach to establishing a company's reputation and spreading its image.
After-sales service, as a demand put forward by customers, the quality of after-sales service provided by manufacturers or merchants will be directly proportional to the satisfaction of customers. If the after-sales service is well done and can meet the requirements raised by customers, their satisfaction will naturally keep improving. Conversely, if after-sales service is not done well or is not provided at all, customer satisfaction will decline, and even extreme dissatisfaction may occur.
After customers are satisfied, they usually continue to purchase the products they are satisfied with and spread the word through positive means such as word-of-mouth promotion, which plays a powerful role in increasing the market share of the products and the reputation of the brand. According to empirical research results, if customers are dissatisfied with the service, 96% of consumers will not complain when they encounter inadequate service, but 90% of dissatisfied consumers will not purchase the company's products and services again, or tell at least another 9 people about their experiences. 13% of consumers who have had dissatisfied experiences will tell more than 20 people about their experiences.
