《售后服务英语》PPT课件.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。,Definition,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”.,Main principles,Reciprocity principle 礼尚往来原则 Commitment and inertia principle 承诺与惯性原则 Social identity principles 社会认同原则 Friendship principles 友谊原则 The users testimony 使用者证言,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 principle of friendship. 客户介绍的潜在客户比全新的顾客更为有利，因为它的成功几率是全新顾客的15倍，一个拔尖的销售人员，他永远知道在培养他的老顾客，同时他也不断地开发他的新顾客，而新顾客的开发来源，最好的方法就是由老顾客介绍。而这种老顾客的介绍，就是人们在运用友谊的原则。,The users testimony 使用者证言,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 这也是促使顾客购买产品的一种因素，利用曾经买过我们的产品的人，或使用我们产品的人，用他们的一些见证，告诉我们的顾客，这也是影响顾客购买决定的一种方法。,Technological process,Effect,Establish a corporate image The satisfaction of customer The communication of customer,Establish a corporate image 树立公司形象,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. 在产品同质化日益严重的今天，售后服务作为市场营销的一部分已经成为众厂家和商家争夺消费者心智的 好的售后服务有助于企业腾飞重要领地，良好的售后服务是下一次销售前最好的促销，是提升消费者满意度和忠诚度的主要方式，是树立企业口碑和传播企业形象的重要途径。,The satisfaction of customer 顾客满意度,After sale service as customers raised requirements, manufacturers or merchants do good or bad degree and customer satisfaction is directly proportional to the relationship 售后服务作为顾客提出来的要求，厂家或商家做的好坏程度将与顾客的满意程度成正比的关系,The communication of customer 顾客传播,Customer satisfaction usually continued to buy their own satisfaction with the products, word-of-mouth publicity, posit