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In recent years, the situation of production and sales of commercial vehicles in China has continued to grow vigorously, and the market demand for trucks is increasing. With the intensification of competition, major commercial vehicle manufacturers in China have successively improved product quality and reduced costs while at the same time fully shaping their own service brands. The market game has shifted from simply focusing on product quality and product prices to quality and service. Experts believe that the service has quietly become one of the core competitiveness of major manufacturers to seize the leading position in the market.
Sensitive Development of Customer Service Looking back at the service activities of various manufacturers since this year, Foton Light Truck has launched a full-scale “car change†wave, and has launched the “three guarantees†service of Baotui, Baohuan and Baoxiu; Jiangling has launched a cool event in summer to air conditioners. Repair services will be discounted; JAC light trucks will conduct service skills competitions for their own service networks. The service forms of major manufacturers are becoming more and more abundant. Consumers can feel intimate and comfortable services in the whole process of shopping, and the entire market services are quietly developing in perceptual form.
However, as a collection of pre-sales, sales, and after-sales full-service, most vendors have not done so, and their service initiatives and content are often directed at after-sales services. What is more, the "internal strength" of enterprise service network construction has not been refined, and it eventually led to the entire process of service becoming a form. The efforts of the light truck giant Jianghuai Automobile in the entire service process can be described as leading in the industry.
Jianghuai Light Card Training Services "Internal Work"
Like many manufacturers, JAC has also done free maintenance and repairs in actual services and achieved a good market response. However, JAC has not been satisfied with this status quo. Its service representative said that “the current sales of the automotive industry Nearly half are obtained through the user's word of mouth and introduction. Therefore, while Jianghuai Light Card insists on refined products and improves product quality, it must also regard service as an important breakthrough point for enhancing product competitiveness, and it is only when the integrated capabilities of customer service are improved. Solve the fundamental problem."
The upcoming Service Skills Competition of JAC Light Trucks is aimed at improving the overall level of its own maintenance service system, creating an excellent service team, and improving the overall service capabilities and service quality through the improvement of its own network services.
Jianghuai relevant person in charge said that at present, China's auto companies use a multi-tiered sales model, due to numerous outlets, lack of management experience, resulting in uneven levels of dealers and service providers, resulting in high or low business service levels. Only the internal strength of good service can be better served by the customer on the basis of good network service. The free service, discounted maintenance and other services for end users will not solve the fundamental problem.
Rationalization of customer value In recent years, with the further development of the market, users are more rational in purchasing commercial vehicles. In addition to the two major determinants of quality and price, the impact of comprehensive capabilities, including services, on actual purchases has increased. The bigger it is. As one of the customer representatives said, “I was very fond of the services provided by the manufacturers when choosing a car. When I encountered a problem, the service of some manufacturers was very timely. The service engineer was very careful and could give me no worries. JAC, Dongfeng It goes without saying that their service is good. This is an important reason why our drivers love to use their products."
Under this trend, companies need to further improve their comprehensive capabilities including services while ensuring product quality. Taking Jianghuai as an example, while improving the quality, performance and humanization of products, each vehicle is repeatedly tested for quality before it is presented to consumers, ensuring that the quality of the end products that customers buy is no worries. These services are Virtually adds value to customers' use value.
Paying attention to service and raising value to become an inevitable development related to the analysis of experts believe that customer service sensitivity, rationalization of customer value has become a major trend in the field of commercial vehicles, and a group of local manufacturers represented by Jianghuai Automobile are actively working in these areas. Have achieved good results. JAC took the lead in launching the Service Skills Contest. While building a service brand, it also provided consumers with added value of service value and made a good demonstration for commercial vehicle companies. It is believed that with the further development of the commercial vehicle market, paying close attention to customers and enhancing services will surely become the inevitable development of commercial vehicles in China.