汽车售后服务外文文献及翻译

1、Automotiveafter-salesserviceAutomotiveafter-salesserviceisameansofcarmarketingwhichproducedearlyintheautomotiveindustry.Ascarconsumablescharacteristics,thecustomerattachesgreatimportancetoitsmaintenanceandrepair.Automotiveafter-salesserviceisanimportantpartoftheautomobilecirculation,whichcoversthequ

2、alityassuranceofthecarafterthecarsales,claims,repairandmaintenanceservices,autopartssupply,maintenanceandtechnicaltraining,technicaladviceandguidance,marketinformationfeedbackseries.Manufacturertoestablishcloserrapportwiththecustomerafter-salesservice,soastoestablishacorporateimage,enhancethereputat

3、ionoftheproduct,toexpandtheimpactoftheproduct,cultivatecustomerloyalty.After-salesserviceasa"double-edgedsword,goodafter-salesservicesupportandpromoteproductsales,marketing,brandandreputationplayastrongrole;poorafter-salesservicecanalsomaketheproductunmarketable,brandreputationdownandcanevenmak

4、ebranddiscredited.Therefore,onlyafter-salesservicetoimprovetheautomotiveproducts,auto4Sshopattentiveservicetomovingcustomers,improvecustomersatisfaction,inordertowinthemarket.Thisindicatesthatthecarserviceinthewholeprocessofautomotivemarketing,thereisaspecial"mission"fortoprocureautomotive

5、productsandservicesintothemarkettoplayanactiverole.Therefore,theautomotiveaftermarkethasfar-reachingsignificanceandprospectsfortheprosperityofthemarket.4Sshopisacarservice,includingvehiclesales,parts,service,informationfeedback,4Sfourfeaturesetinoneofthecarservicecompanies,Sisactuallyfourprefixabbre

6、viationoftheEnglishwords.AlthoughChina'sautoindustryfromthehistorybehindthedevelopedcountries,buttheevolutionoftheservicemodelcanbesaidisbasicallythesameway,butalsotheabbreviationoftheforeignautoindustry1002yearsofhistory.Theconstructionofthe4Sshop,foreignautosupplystoreandsomedonottheChinaConst

7、ructionLuxuryandhardwarefacilitiesgradeisnothigh,thesizeoftheinvestmentdoesnotnecessarilylargerthandomesticcarshop,butthelevelofforeigncarshopmanagementservices,softwareconstruction,butcanbedescribedasfirst-class,morenuanced,andwilldefinitelynothappenonlytolookattheappearance,isnotallowedtoenterthec

8、ompartmenttoseethings,evensomeautoshophasitsownprovingground,customerscanfreelychooseandtest.Repairservicesofmotorvehiclesisamajorpartofthebenefitintheautomotiveaftermarketrepairshopisobviouslyimportant.Betweenforeignmanufacturers,theyhaveestablishedacloserelationshipofproductionandmarketing,hasabea

9、utifulshoppingenvironment,brandawarenessandclearadvantages,butalsoalotofmanufacturerstofollowsuit.BrandstoresintheUnitedStatesistheUnitedStatesthemostimportantautomotiveaftermarketmode,whichriseintheUnitedStatesisnotlong,butrapiddevelopmentinthelast20years.Chaininitiatorisnotavehiclemanufacturingpla

10、nt,butsetpositionintheautomotiveaftermarketautopartssupply,maintenance,fastcuringofanintegratedserviceprovider.Atpresent,thecompanyhasnearly20U.S.morethanmorethan500chainstoresofspareparts.ThismodelintegratestheresourcesofthevariousbrandsofAutoPartsandAccessories,breakingtheverticalmonopoly,onthebas

11、isofpricetransparency,vehiclemaintenance,repair,beautyandsparepartssupplyone-stopservice,theownercanbeaone-stopsolutiontotheproblem.Inthesamebrandofchainsystem,eachbranchusesthesamestoredesign,servicemarks,personneltraining,andservicestandardsinthemanagement,thesamepriceofservices,unifiedmanagementr

12、ules,unifiedtechnicalsupport,unifiedlogisticsanddistributionsystem,notonlycaneffectivelyreduceoperatingcosts,butalsoimprovetheoverallbrandimage.BrandchaininitiatorisnottheOEM,3butthecarservicebusinessserviceproviders,themainbusinessofthebrandchainincludingsupplyofautoparts,carrepair,fastcuring,andev

13、erybrandchainbranchesnotonlynumerousbutalsowidelydistributed,accordingtostatisticstheUnitedStatesmorethan20sparepartscompanyhasmorethan500stores,morethan70%oftheautopartsmarketsparepartsbybrandstores,brandstorescansellmorethanonebrandofcarpartsresourcesandpricetransparency,andthattheintegrationofvar

14、iousbrandsofcarsresources,playedtheeconomiesofscale,andconvenienttothecustomer,whichhassufferedanunprecedentedfavor.4Sstoreswillgenerallytakeabrandinanareadesignedandbuiltinaccordancewithuniforminsideandoutsidetheshop,ahugeinvestment.4Sshopisaverylargeinvestmentmarketanalysis,inBeijing,4Sshophardwar

15、einvestmentisusuallyabout$15millioninsalesbetween5millionto10millionofliquidity.Somesalesofeconomycars4Sshopisarelativelysmallinvestment,butitalsoneedsabout800million.Suchahugeinvestmentdidnotstoptheenthusiasmofthepeople,whetheryouarea4Sdealerwhichcarmanufacturersinthecountry,usuallyacollectionofenv

16、ironment.TianjinToyotadealerabout40orso,buttherearemorethanmorethan400dealerstosubmitapplicationsTianjinToyota.Thisismainlybecauseitismoreprofitablecarsales,ifyouchooseagoodcarmanufacturer,maybeitwillrecovertheinvestmentwithintwoyears.Authoritiesbelievethatalmosteverymajorcarmanufacturersareconcerne

17、dwiththemanufacturer'sbrandandproductcompetitiveness.Inotherwords,thecarmanufacturersnotonlytochooseaproducts,brandawarenessandpotentialforthedevelopmentofenterprises,aswellasthespeedofintroductionofnewmodelsthesearetheveryelementscannotbeignored.ShanghaiGeneralMotorsdealersandcarsalessay,theych

18、osetheagentofShanghaiGeneralMotors,becauseUniversalisthelargestdistributorofChineseinvestment,technology4researchanddevelopmentwork.Manydealerssay,"aslongastheproductofyourchoiceiscorrect,thenwaitingforthemoneyontheline."AproxysevenoreightcarbrandCEOsaid,cannotmakemoney,thekeyisdependsonyo

19、uragentwhatbrandofcar,whetherthecarispopularmodels.Best-sellingHonda,forexample,ifyoudonotincrease,sellingaHondacarinBeijingfor$15,000,buttherealityisthatHondacarsinshortsupply,increasesalesisverycommon,andsomebecausenoinvoicefare,donotpaytaxes,dealersearnmoreprofits.InBeijing,Honda4Sshopprofitslast

20、year'snetprofitofatleast$400million.Ofcourse,notallthedealerscangettensecartype,theyareinwhatwaystomakemoney.Agentjettacardealersaid:"Nowthesaleofthevehicledoesnotmakemoney,Sellacardealerwouldhavedied.Mostofthearticleshavebeenaddedinthesaleofthevehicle.Say"article"referstomanufact

21、urerrebates,insurancecosts,interiordecorationandmaintenance4Sshoplocationdeterminestherightdecisionbycarmanufacturers,becausetheplanningandlayoutofthefactory,the4Sshoplocationisnotverygood,mostofthecarusersarealsotimestobuyacar,theytendtobeataxiorbus,theytendtochooseconvenientplace,4Sshopbusinessfor

22、theirownsurvival,oftenusingveryflexibleoperationalmechanism.ThegeneralpracticeistoapplyforaboothintheAsianGamesVillageAutomobileExchangeMarketcarmarketinBeijingornorthernorfindpartnersintheseareas,sothatthecompany'sbusinessexpansion.Ofcourse,therearemanyof4Sshopdealersrentanofficephoneconsultati

23、onserviceorservicestosellmorecarsintheautomotivemarket,comparedtothe4Sshop,carandmorepopularinthemarket.Atthisstage,theaverageconsumercanalsobuyeconomycars,carbrandandnotthemainfactorstheybuy,theyaremostsensitivetopricechangesinthepriceofthesamegradetheyaremostinterested,ifcarpricesslightlylow,sales

24、willrise.Automotivemarketingservicesaredividedintothree5parts:pre-service,salesserviceandafter-salesservice.Withtheadvancesinautomotivetechnologyandtherapiddevelopmentofscienceandtechnology,automotiveproductsintothehome,andasameansoftransport,graduallyenteringChina.Domesticafter-salesservicemoreandm

25、orepeople'sattention,theemergenceofthecarserviceisduetomarketcompetition,andalsoameansofautomotivemarketing.TherapiddevelopmentofChina'sautomobileindustry,carownershiphasincreasedsignificantly,reachingmorethan8500millioncarsintheautomobileindustryoccupiesanimportantposition.China'shugeca

26、rownershipandfastcarsalesgrowth,thedevelopmentoftheautomotiveserviceindustryprovidesahugeroomforgrowth.Traditionalcarsalesservices,isalsosubjecttointernationalpopular"fourinone"salesandserviceshop(alsoknownas"4Sshop")impact.Carmanufacturersanddealersdeeplyrealizethatonlythroughri

27、gorous,perfect,thoughtful,qualityofservice,cultivateahighlevelofcustomersatisfaction,agoodandstablecustomerrelationship,tograpplingwinintheincreasinglyintensemarketplace.Increasingcompetitionintheautomotivemarket,carmanufacturersfocusonprofitgrowthintheafter-salesservice,theprosandconsofthequalityof

28、after-salesservicehasbecomeakeydifferentiatorforautomotivemanufacturersintheincentivemarketcompetitionaspects.Asabridgeconnectedtothecarproductionandconsumptionmarkets-auto4Sshops,however,theservicesectorsalsothereisalackofpersonnel,poorserviceconcept,craftsmenlowtechnicallevel,hasseriouslyrestricte

29、dthe4Sshoporeventheentireautomobileindustry.Therefore,theestablishmentofaneffectivecar4Sshopafter-salesserviceevaluationsystemwillhelptopromoteautomobile4Sshopsoreventheentireautomotiveindustrytoflourish.4Sshopcannotprovidecustomerswithpersonalizedservicetomeetcustomerneeds,andnotenoughemphasisoncus

30、tomercare,inthefaceofcomplaints,6answercannotbegivencustomersatisfaction,andservicepersonnelwithlowskillsandlackofintegrityinthe4Sshop.Tosolvetheseproblems,thispaperproposestheestablishmentofindustrystandards,improvelawsandregulationstostrengthenskillstrainingformaintenancepersonnel,todesignaneffect

31、iveperformanceappraisalsystem,andregulatethestandardsofserviceprice,after-salesserviceindustrychainextension,thetimelyprocessingofcomplaintsfromowners,strengthen4Sshopownersbetweenemotionalinteractionmeasures.Automotiveaftermarketservicearea,theautomotiveservicechainmanagementandenterprisemanagement

32、chainhasbecomeadevelopmenttrendofautomotiveafter-marketservices,isabigmarket,competingpartiesaresuretobecomeanimportantpositioninthefuture.Fourexternalservices,especiallybecauseofitsstrongfinancialsupportandadvancedmanagementconceptswillgenerateaconsiderableimpactonthedomesticservicemarket.Forexampl

33、e,thecarrentalindustrywilleventuallygotothechainoperation.Chains,competitivenessandvisibilityinwell-knowninternationalleasingcompanieshavethousandsofhighdevelopmentandgrowthofdomesticenterprises,sandtogethertoformapagoda,theprocessisessential.Borrowabroadexperience,thecarrentalbusinesswillbegraduall

34、yformedenterprise.Thecarrentalindustryisastrangephenomenoninthecountry,toholidaycarrentalrentacar,usuallydonotareintheminority.InthiscaseoftheleasingindustryinEuropeandtheUnitedStatesarepreciselytheoppositeforeignexperiencehasshownthat,forautomobilemanufacturersintermsoftheessenceofthecarrentalcarow

35、nershipanduseaseparateformoftrade,carsalesmeanseffectiveextensionForintermsofthedomesticautomobilemanufacturers,recognizingthatthisisespeciallyimportant.AfterChina'saccessiontotheWTO,theautomotiveindustryhassufferedanunprecedentedimpactandinfluence.Thisimpactandinfluencenotonlythefinancialimpact

36、from7foreignautomanufacturers,brandimpact,impactoftechnology,qualityimpactwillbereflectedinthenegativeimpactofdomesticcarsalesmarket.Atthispoint,China'sautoconsumptionmarketincreasinglyneedawaytoadapttothisconsumerpsychologyneedsnewformofautomobileconsumption,carrentalisundoubtedlythebestchoice.

37、Inotherwords,thecarrentalindustryin2023evenlongerperiodoftimeinthefuture,willbecomea"bottleneck"inthemosteffectivewaytobreakthroughChina'sautoproductionandmarketdemand,forthefollowingreasons:Carrentalautomobilemanufacturersprovidesocietywithproducts,valueinuse,oneofthemostconvenientcha

38、nnel;financeleasesroleistoalleviatetheproblemofinsufficientdemandandpurchasingpower,thepotentialconsumerintorealconsumption;kindofleaseroleistoprovidenewoptionsforthedomesticautomotiveconsumers,stimulateandexpandtheautomobileconsumption;carrentalhelptohelpautomobilemanufacturerstoestablishcustomerlo

39、yaltyonthecompany'sautomotivebrands.Automobilemanufacturerscontinuetoreceivecarrentalconsumersthemosttimelyanddirectmarketinformation,toimprovethecompetitivenessoftheirproducts.Inforeigncountries,themajorityofautomotiveaftermarketchainoperation,bringingprofithigherthantheprofitofvehiclesales.Bot

40、hexperiencedoverseasandthedevelopmentofthedomesticchainmanagementistheinevitabledevelopmentoftheroadcarserviceoperators.State-of-the-artcarserviceconcept"sevensupportthirdrepair"isthegenerallyacceptedconceptofcarserviceintheUnitedStates,becauseoftheUnitedStates,acountryonwheels,itistheprev

41、alenceofmaintenancethanmaintenancemoreimportantautomobileconsumerattitudes,whichdeterminesthedominanceoftheautomobileaftermarketwarrantybusiness,carsalesintheUnitedStatesisthefranchise,andafter-salesservicecanberelativelyindependent.Duetotherapid8increaseofthescientificandtechnologicalcontentoftheca

42、r,requiredmaintenanceequipmentrosewaterboats,smallprofessionalrepairshop(2-4)duetolessincomeandmaintenancetechnologyisnotmatureenoughandaregraduallyincorporatedintothelargerepairshop(over25)orintegratedwitheachother,themostimportantcarwarrantyenterprisesareconcentratedinautomobileproductionfactoryau

43、thorizedwarrantystation,separatefactorywarranty,after-salesservicedepartmentsofauthorizeddealers,professionalrepairshop,brandstoreswarrantyMinistry.ThecurrentseparationofmanymanufacturersintheUnitedStatesafter-salesserviceandvehiclesalescarservicebecomemoreandmorespecialized.Carservicebrandbuildingm

44、oreandmoreimportantforthecarserviceenterprises,brand-effectivenessoftheafter-salesservicewillbeunprecedentedattentionandenhanceattentiontoafter-salesservicebrandtobranddrivenservicenetworkconstructionhasbecomeessential.Withthewaveofcarservicemarketsetofffranchising,chainbusinessbrandwillbethefutureo

45、fautomotiveafter-salesservicetocreateobjects.Carservicemustbedonespecialization,standardization,standardization,hightechnicalcontentservicesinordertoadapttomarketdevelopment,andmaketheirowncharacteristicsandperfectafter-salesservicenetworkistheinevitabletrendofthedevelopmentofautomotiveservicemarket

46、.汽车售后服务汽车售后服务本是汽车营销的一种手段，产生于汽车工业初期。由于汽车有消耗品的特点,顾客对其维护修理十分重视。汽车的售后服务是汽车流通领域的一个重要环节，它涵盖了汽车销售以后有关汽车的质量保障、索赔、维修保养服务、汽车零部件供应、维修技术培训、技术咨询及指导、市场信息反馈等一系列内容。生产商可以通过售后服务和客户建立更加紧密、融洽的关系，从而树立企业的形象，提高产品的荣誉，扩大产品的影响，培养客户的忠诚度。售后服务就像一把“双刃剑”，良好的售后服务可以对产品销售、市场推广、品牌影响及荣誉起到有力支持和促进的作用；售后服务业不好也可以使产品滞销、品牌荣誉下降，甚至可以使品牌的威信扫地。

47、因此，只有让汽车产品售后服务提高，用汽车4S店的贴心服务来感动客户，提高客户的满意度，才能赢得市场。这表明汽车售后服务在汽车营销的全过程中，有一个特殊的“使命”，为促使汽车产品和服务送入市场发挥着积极的作用。因此，汽车售后服务具有着深远的意义和繁荣的市场前景。4S店是一种汽车服务，其中包括整车销售、零配件、服务、信息反馈，4S是指四个功能集于一体的汽车服务企业，S实际上是四个前缀的缩写英语单词。尽管我国汽车行业从历史上就落后于发达国家,但服务模式的演变可以说基本上是同样的方式，也是国外车店的管理服务水平，软件建设，但可谓是一流的，细致入微的，绝对不会出现只让看外观，不让进入车厢看东西，甚至一些

48、汽车用品店都有自己的试车场，客户可以自由地选择和测试。汽车的维修服务是汽车售后服务中获益的主要部分，所以维修店的重要性是显而易见的。在国外的各个厂家之间他们已经建立了生产和营销的密切关系，有着购物环境优美，品牌意识明确等优势，而且国内也有很多厂家跟风。在美国品牌连锁店是美国最主要的汽车售后服务模式，该模式在美国兴起的时间并不长，但是在最近20多年的时间里迅猛发展。连锁的发起者不是整车生产厂，而是定位于汽车售后服务市场的集汽车配件供应、维修、快速养护为一体的综合性服务商。目前，美国超过500家以上连锁店的零配件公司有近20家。这种模式整合了各品牌汽车零配件的资源，打破了纵向垄断，在价格服务透明化

49、的基础上，提供汽车保养、维修、美容和零配件供应一条龙服务，车主可以一站式解决问题。在同一品牌的连锁系统内，各分店采用相同的店面设计、服务标识、人员培训等，并且在管理上采用统一的服务标准，相同的服务价格，统一的管理规则，统一的技术支持，统一的物流配送系统等，不仅能有效降低运营成本，而且能提高整体的品牌形象。品牌连锁店的发起者不是整车厂,而是汽车售后服务综合业务的服务商,品牌连锁的主要业务包括汽配供应、汽车维修、快速养护等，并且每一个品牌连锁店的分支机构不仅数目繁多而且分布广泛，统计全美有20多家的零配件公司拥有连锁店500家以上，70%；上的汽配市场上的零配件是由品牌连锁店提供的，品牌连锁店可以

50、同时销售多个品牌的汽车零配件资源，并且价格透明，既整合了各个品牌汽车资源，发挥了规模经济效应，乂方便了顾客，因而受到前所未有的宵睐。4S店一般采取一个品牌在一个地区，按照统一的店内外设计建造的，投资巨大。4S店的投资是一个非常大的市场分析，在北京，4S店硬件投资通常是1500晚美元左右，在销售5万到1000万之间的流动性。一些经销经济型轿车的4S店投资相对较少，但也要约800万元。如此巨大的投资并没有阻止人们的热情，无论你是哪个汽车制造商在全国的4S经销商，通常都是环境的集合。天津威志编写丰田经销商约40万左右，但有超过400多名经销商提交的申请天津丰田。这主要是因为他是比较赚钱的汽车销售，如

51、果你选择了一个很好的汽车制造商，可能在两年内就会回收投资。权威人士认为，目前几乎每一个汽车制造商主要关注的都是制造商的品牌和产品的竞争力。也就是说，汽车制造商不仅要选择一个他们目前生产的产品，企业品牌知名度和企业的发展潜力以及退出新车型的速度这些都是令人不可忽视的要素。上海通用汽车公司的经销商和汽车销售们说，他们选择了代理上海通用汽车，是因为通用是中国的投资、技术的研究和开发工作方面的最大经销商。很多经销商都说，“只要您选择的产品正确，那就等着收钱就行了。”一个代理有七八起策汽车品牌收起执行官表小，能不能赚钱，关键是要看你代理的汽车是什么牌子的，汽车是否是受欢迎的车型。以最畅销的本田汽车为例，

52、如果不加价，卖一辆本田在北京获得15000美元，但现实是，本田汽车供不应求，增加销售是很常见的，而部分因为加价没有发票，也不纳税，也就使经销商赚取更多的利润了。在北京，本田的4S店利润，去年的净利润至少达到了400万元。当然，并不是所有的经销商可以得到紧张车型，他们是用什么方法来赚钱呢？代理捷达车经销商说：“现在销售的车辆不赚钱，如果单卖汽车经销商早就死了。大部分文章已经被添加在销售车辆上了。该人士说的“文章”是指制造冏的回扣，保险费用，室内装修和维修等。4S店的位置决定权利由汽车制造商决定，因为厂家的规划和布局，现在一些4S店的位置不太好，目前大部分汽车用户还都是第一次购买汽车，他们往往是出

53、租车或者是公共汽车，他们通常会选择交通便利的地方，商业4S店为了自己的生存，往往采用非常灵活的经营机制。一般的做法是在业运村汽车交易市场，再在北京或北方申请一个摊位，或者寻找在这些领域的合作伙伴，市公司业务扩展。当然，也有许多4S店经销商在汽车市场内租一间办公室打电话咨询的服务或服务营销更多的汽车，与4S店相比，汽车市场流行的多。在这个阶段，一般的消费者也可以购买经济型轿车，汽车品牌并不是他们购买的主要因素，他们对价格是最敏感的，同档次产品的价格变动是他们最感兴趣的，如果汽车价格略低，销量必将上升。汽车营销服务分为三个部分：售前服务，售中服务和售后服务。随着汽车技术的进步和科学的飞速发展，汽车产品已走入家庭，并作为一种代步工具，逐渐进入民化。国内售后服务越来越受到人们的关注，汽车售后服务的出现是市场竞争所致，也是汽车营销中的一种手段。我国汽车工业迅速发展，汽车保有量也大幅增加，达到了8500多万辆，而轿车在汽车工业中占有重要的地位。我国庞大的汽车保有量和快速的汽车销售增长，为汽车服务业的发展提供了巨大的成长空间。传统的汽车销售服务业，也正受到国际流行的“四位一体”销售服务店（也称“4S店”）的冲击。汽车厂家和经销