售后服务英语.ppt

Content Definition Service content Main principles Technological process Effect Definition 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. 售后服务，就是在商品出售以后所提供的各种服务活动。从推销工作来看，售后服务本身同时也是一种促销手段。 Service content On behalf of consumers to install, debug products 代为消费者安装、调试产品 According to the request of the consumer, the use and other aspects of technical guidance; 根据消费者要求，进行有关使用等方面的技术指导； To ensure the supply of repair parts 保证维修零配件的供应 Responsible for the repair service 负责维修服务 On the product of “Three Guarantees” 对产品实行“三包”. Reciprocity principle 礼尚往来原则 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. 　每次当你帮了顾客的忙，那位顾客就会感觉到自己也应该替你做些什么似的，每当你对顾客要求做个什么让步，顾客内心就会感到对你好像有种亏欠，增进你俩的关系，就有了做成下一次生意的可能。这叫做礼尚往来原则。 Commitment and inertia principle  承诺与惯性原则 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. 它是指人们对过去做过的事情有一种强烈连贯性的需求，希望维持一切旧有的形式，使用承诺来扩充观念 Social identity principles 社会认同原则 Infinite power of the subconscious influence called social identity principles 威力无穷的潜意识影响称之为社会认同原则 Friendship principles 友谊原则 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 pr