《售后服務(wù)英語(yǔ)》PPT課件.ppt

,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(wù)，就是在商品出售以后所提供的各種服務(wù)活動(dòng)。從推銷(xiāo)工作來(lái)看，售后服務(wù)本身同時(shí)也是一種促銷(xiāo)手段。,Definition,Service content,On behalf of consumers to install, debug products 代為消費(fèi)者安裝、調(diào)試產(chǎn)品 According to the request of the consumer, the use and other aspects of technical guidance; 根據(jù)消費(fèi)者要求，進(jìn)行有關(guān)使用等方面的技術(shù)指導(dǎo)； To ensure the supply of repair parts 保證維修零配件的供應(yīng) Responsible for the repair service 負(fù)責(zé)維修服務(wù) On the product of “Three Guarantees” 對(duì)產(chǎn)品實(shí)行“三包”.,Main principles,Reciprocity principle 禮尚往來(lái)原則 Commitment and inertia principle 承諾與慣性原則 Social identity principles 社會(huì)認(rèn)同原則 Friendship principles 友誼原則 The users testimony 使用者證言,Reciprocity principle 禮尚往來(lái)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(dāng)你幫了顧客的忙，那位顧客就會(huì)感覺(jué)到自己也應(yīng)該替你做些什么似的，每當(dāng)你對(duì)顧客要求做個(gè)什么讓步，顧客內(nèi)心就會(huì)感到對(duì)你好像有種虧欠，增進(jìn)你倆的關(guān)系，就有了做成下一次生意的可能。這叫做禮尚往來(lái)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(duì)過(guò)去做過(guò)的事情有一種強(qiáng)烈連貫性的需求，希望維持一切舊有的形式，使用承諾來(lái)擴(kuò)充觀念,Social identity principles 社會(huì)認(rèn)同原則,Infinite power of the subconscious influence called social identity principles 威力無(wú)窮的潛意識(shí)影響稱(chēng)之為社會(huì)認(rèn)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(hù)介紹的潛在客戶(hù)比全新的顧客更為有利，因?yàn)樗某晒茁适侨骂櫩偷?5倍，一個(gè)拔尖的銷(xiāo)售人員，他永遠(yuǎn)知道在培養(yǎng)他的老顧客，同時(shí)他也不斷地開(kāi)發(fā)他的新顧客，而新顧客的開(kāi)發(fā)來(lái)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?cè)谶\(yùn)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(gòu)買(mǎi)產(chǎn)品的一種因素，利用曾經(jīng)買(mǎi)過(guò)我們的產(chǎn)品的人，或使用我們產(chǎn)品的人，用他們的一些見(jiàn)證，告訴我們的顧客，這也是影響顧客購(gòu)買(mǎi)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(shù)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(chǎn)品同質(zhì)化日益嚴(yán)重的今天，售后服務(wù)作為市場(chǎng)營(yíng)銷(xiāo)的一部分已經(jīng)成為眾廠家和商家爭(zhēng)奪消費(fèi)者心智的 好的售后服務(wù)有助于企業(yè)騰飛重要領(lǐng)地，良好的售后服務(wù)是下一次銷(xiāo)售前最好的促銷(xiāo)，是提升消費(fèi)者滿(mǎn)意度和忠誠(chéng)度的主要方式，是樹(shù)立企業(yè)口碑和傳播企業(yè)形象的重要途徑。,The satisfaction of customer 顧客滿(mǎn)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(wù)作為顧客提出來(lái)的要求，廠家或商家做的好壞程度將與顧客的滿(mǎn)意程度成正比的關(guān)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