How to sell excavators well

At the same time, do the after-sales personnel check whether the tools needed for the fault are complete? Is the part to be replaced accurate and complete? If not, does the dealer have the corresponding spare parts in stock? If yes, the accessories need to be sent to the customer's machine again. This is a relatively smooth process. If the dealer doesn't have the corresponding accessories, you have to order from the manufacturer. Did the manufacturer have the corresponding inventory at that time? What if there is? It also takes time to deliver it to the customer, but the customer's mood is: I spent millions to buy your machine, and now it is broken. You can't handle it for so long, and the client's project progress is also delayed. What kind of mood will the customer have? If this customer's machine is repaired and it hasn't broken down for a long time, the process will be repeated, so what will the customer think? The performance of the machine is definitely not good, and it can't keep up after the sale, so this cocoa household is likely to reflect this sentiment to friends around him. As the saying goes, good things don't go out. Bad news has wings. The influence of the machine brand owned by this customer in the circle around this customer can be imagined. Judging from the course of this incident, it embodies several key points: 1: timeliness. 2. Effectiveness. 3. Spare parts inventory. 4. Customer sentiment 1: Timeliness If the customer's machine is not out of order, the customer will not report it. If the customer reports it, it must be a problem that the customer cannot solve. Therefore, if the customer reports to the merchant first, please don't tell the customer, "I'll give you your company's after-sales service number. Can you contact them?" If I don't understand the problem, they will solve it for you in time. "If so, how will customers feel? Shit! When you bought the machine, you said it was good to be hungry, but now there is a problem. You asked me to contact the service staff? I don't know the service staff. Will they talk to me? At the same time, there may be a feeling of "commercial rape". Will customers still have confidence in business personnel and brand excavators? At the same time, if the business personnel report to the after-sales department of our company, please ask the after-sales personnel to use the information reflected in the remarks to contact customers and communicate in time. With the increase of sales and the number of machines, there may be more faulty calls at some time after sales. At this time, it is best to record the time of answering the phone every time after sale, so that you can know which customer has not replied for a long time and will not keep the customer waiting for too long. Maybe the customer's fault can be solved by telephone communication with the service personnel. This is more convenient and better than letting the service staff get to the customer. Customers have to wait patiently and painfully. When the service personnel arrive, tighten a bolt and the problem will be solved. It is much better to ask customers to charge service fees hundreds of miles away. If it is solved over the phone, the customer will have a great sense of accomplishment. Customers can repair the machine by themselves. 2. Effectiveness If the service personnel arranged by the company can't solve the problem for the customer after arriving at the client site, then don't go at all. What customers need is to solve the problem. The company arranges a person who is unable to solve the problem, or the problem is not completely solved, and charges a service fee. It's strange that customers are not angry! Therefore, the company should always pay attention to improving the technical level of service personnel. It can sort out the frequent failures before, sum up the possible causes of each failure again, and strive to let each service staff experience it by themselves. 3. Spare parts inventory manufacturers and dealers should communicate frequently, and calculate the general situation for parts that often have problems, and arrange spare parts inventory reasonably in advance. The manufacturer puts forward reasonable suggestions, and the dealer arranges inventory. If necessary, the manufacturer can distribute and exchange spare parts among dealers appropriately. If a reasonable spare parts inventory can be established, it will not only improve the service quality, but also have a rich profit return. 4. No matter what kind of problems appear in the customer's machine, the customer's mood. First of all, customers are easily excited. At this time, it is also important to comfort customers. Because everyone has feelings, especially China people pay more attention to emotional communication. They can just comfort the emotional needs of customers, and make a little mistake in their previous work, and customers will still feel good.