The new focus of modern hardware brand competition - after-sales service

Today's fierce market competition, along with the improvement of consumer awareness of rights protection and changes in consumer attitudes, consumers are not only paying attention to the product entity itself when purchasing hardware products, but also paying more attention to the similar quality and performance of similar products. Product after-sales service. Therefore, while hardware companies provide inexpensive and high-quality products, they also provide consumers with perfect after-sales services. This has become a new focus of the modern enterprise market competition.

High-quality after-sales service is an extremely important part of a high-end brand. After-sales service can improve the credibility of the company, expand the market share of products, and improve the efficiency and effectiveness of marketing. At present, China's hardware industry has a lot of brands, and competition is fierce. It also has to face the challenges of foreign related product giants. The competitive situation is very grim. Therefore, while hardware companies pay attention to product innovation and improve product quality, they must establish a perfect after-sales service system and do a good job in every detail. It is especially important to improve their own corporate image and brand reputation.

Brand, it is not just the name of a commodity or company. It encompasses the rich connotation of a commodity. A well-known brand conveys a clear message to consumers - high-quality products and better services. It can be said that It is these two points that constitute the most fundamental foundation of a brand.

After-sales service is a link where many companies are criticized by consumers. And many domestic small and medium-sized hardware companies are often very unconvinced. Think that selling a product is a winner, and it's after sales. Regarding this phenomenon, people in the industry have expressed their own opinions and believe that after-sales service is critical, and word-of-mouth marketing is so important.

In the fiercely competitive hardware industry, if companies want to create brand awareness and reputation, they must take product quality and do a good job of after-sales service as the most fundamental two tasks for brand building, especially in terms of doing a good job of after-sales service. With unremitting efforts, starting from the customer's order, a complete customer profile should be established. The implementation of after-sales service also requires a complete management system.

Only if the enterprise can do its job and regard the customer's business as its own business, can such service be called high quality.

Any commodity will have more or less problems in the process of consumption. The aging of parts and components and the carelessness in use will cause inconvenience to users. How to deal with the consumer's maintenance appeal and timely solve the worries of consumers after purchasing the product will measure the responsibility of a company to the market and consumers.

A good after-sales service will prompt the company's brand reputation among the consumers, and the brand's benefits will become increasingly prominent.

So, how can a company or a distributor do a good job of after-sales service?

First, establish a service concept.

1. After-sales service is one of the focuses of the entire product sales process. A good after-sales service will give the buyer a very good shopping experience, which may make these buyers become your loyal users.

2. To do a good after-sales service, we must first establish a correct after-sales service concept. The concept of service is the charisma of a person (or company, shop) that has been cultivated for a long time. Sellers should establish a concept of “sincerely serving the customer”.

3. Services are sometimes difficult to achieve 100% satisfaction for all users, but as long as you are under the guidance of 'sincere customer service' and do a good job after-sales service, I believe you will be rewarded.

4. Manufacturers and merchants should pay attention to and fully grasp every opportunity to communicate with buyers because each exchange is a rare opportunity to build feelings, increase understanding, and increase trust. Buyers will also recommend sellers that they think are good to more friends.

Second, the timely contact at the end of the transaction.

The seller should take the initiative to contact the buyer after the goods have been sold, and the buyers who avoided the transaction will be lost due to lack of timely contact.

Third, the transaction was evaluated truthfully.

Evaluation is the ultimate view of the buyer and the seller on a transaction, and is also an important factor for future buyers who may want to purchase your item as a reference. A good credit will make buyers feel comfortable buying, and poor evaluation often deters buyers.

The conclusion of the transaction must be evaluated in a timely manner. Credit is of utmost importance. Both the buyer and the seller are very concerned about their credit rating. Evaluating the transaction in time after completion of the transaction will allow other buyers to see changes in their creditworthiness.

Some buyers are not as timely as sellers can evaluate, can be a friendly reminder to give you a real evaluation, because these evaluations will be an important reference for other buyers before buying your items.

The evaluation also has a very important explanatory function. If the buyer makes a wrong unfair evaluation of your item, you can make a correct and reasonable explanation in time under the evaluation to prevent other buyers from making mistakes because of wrong evaluation. understanding.

When customers reflect the problem, try to meet the customer's requirements, and some businesses have tried to insist on not allowing customers to change, but this led to the customer's resentment, but make both transactions are not happy.

Fourth, different buyers different remarks.

Sellers should carefully summarize the characteristics of their buyer groups, because only by fully understanding the buyer's situation can we ensure that your product meets the requirements of buyers and better develop business:

Establish a database of buyers and record the contact details of buyers for each transaction.

Summarizing the buyer’s background is crucial. Understanding the buyer’s career or other contexts such as the city during the buyer’s transaction can help you summarize what the different customers are suitable for.

5. Develop potential loyal buyers.

Visit customers regularly, use the phone or email to care about customers, establish good customer relationships with them, and get good opinions and suggestions from them.

Sixth, information management is very important.

1. Summarize the current situation of goods transactions, including the number of items registered within a month, the number of items sold, the transaction rate, etc., which will help to understand the current situation of goods sales.

2. Establishing your own buyer database. Aggregating the information of all buyers will help you analyze the buyer groups. You can even classify them according to different characteristics and send corresponding promotional emails!

Seventh, peace of mind to handle complaints.

As mentioned earlier, no seller can satisfy 100% of buyers and customer complaints will occur. Dealing with customer complaints is to listen to their dissatisfaction, constantly correct seller's own mistakes, and remedy the seller's reputation. Properly used, it can not only enhance and consolidate relationships with customers, it can even promote sales growth.