With the development of China's commercial vehicles, heavy truck sales in the past year, blowout, large-scale production and sales in order to allow China's heavy truck industry to enter the post-competition era, can no longer rely solely on products to compete, manufacturers and distributors of quality services will It is the focus of future heavy truck marketing.
For a long time, after-sales service of heavy-duty truck companies has been criticized. The unreasonable replenishment of parts, high prices, and unreliable maintenance services have constrained the healthy development of China's heavy-duty truck companies. Nowadays, the heavy-duty truck market has been cold-shouldered, making manufacturers and distributors Pay more attention to the importance of after-sales service. “We are no longer single than product quality. Under the premise of ensuring quality, after-sales service is done well, whoever will be able to firmly seize the consumers. Dealers also pay more and more attention to service links, after all, users buy the truck home After that, it needs regular maintenance and maintenance. This is a long-term business and needs the patience and active follow-up and maintenance of dealers, said a dealer of Dongfeng Heavy Truck.
Taking Dongfeng heavy truck as an example, they have greatly adjusted the distribution of accessories throughout the country, strengthened the logistics system of the national accessories, and stored spare parts in advance in the parts center libraries to meet the needs of end users in all regions.
At present, all heavy truck companies in China have expressed their desire to build their own service brands. In terms of hardware, the use of service vehicles is very popular. It is reported that these service vehicles are fully equipped and fully functional. The mobile service car can usually react quickly in a short time and arrive at the scene to serve customers. For example, when a driver encounters a vehicle failure on a high-speed road, he will be resolved quickly, instead of spending time on trailers in the same place as in the past. This will greatly improve the emergency speed and level of service. In respect of capital investment, manufacturers have activated the capital turnover of operators by increasing the credit line of accessories dealers, thereby increasing the reserve ratio of heavy truck accessories. Improve the quality and skills of maintenance service personnel. Some manufacturers perform star-level assessments of service stations around the country and urge them to continue learning and self-improvement. Every year, we examine the business volume, customer complaints, and maintenance skills to recognize outstanding examples. For high-star service stations, manufacturers give preferential business policies to develop together.
In addition, the author believes that strengthening after-sales service beyond the warranty period should also be the focus of heavy truck companies.
Users outside the three-period period rarely enter the formal 4S shop maintenance, first of all, it is inconvenient for users to find regular service stations, and secondly, the maintenance mode of the manufacturer service station “mainly for change†keeps maintenance costs high, so “it’s hard to find, "Can't afford to repair" is the main reason why it is difficult for users outside the three-packet period to enter the service station to receive formal services.
Users outside the three-period period have no direct contact with the manufacturers since then, and manufacturers can no longer understand the customer's follow-up needs. The roadside shop maintenance has become the main form of vehicle maintenance for three-period users, lack of professional equipment, lack of professional training of maintenance personnel, maintenance by experience, and the use of accessories are mostly fake and shoddy products, often the more repair the more faults, Small problems have become big problems. Vehicles often carry safety hazards on the road, which poses a threat to property and life safety. The biggest problem is the lack of integrity of roadside shops, and it has become a common practice for users to repair cars. The quality is worrying.
Stretching to lifelong service within the three-guarantee period should be the direction of the future development of heavy-duty companies. If the heavy-duty truck companies can do what the users want, they can feel the improvement of service quality in the quickest and most worry-free manner, allowing users to Can only accept the care of the manufacturers in the three-period period, to accept the full care of the manufacturers and vehicles for life.†Then the company must be able to attack the city in the fierce market competition.
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