汽車售后服務(wù)外文文獻及翻譯(共10頁)

1、精選優(yōu)質(zhì)文檔-傾情為你奉上Automotive after-sales serviceAutomotive after-sales service is a means of car marketing which produced early in the automotive industry. As car consumables characteristics, the customer attaches great importance to its maintenance and repair.Automotive after-sales service is an importa

2、nt part of the automobile circulation,which covers the quality assurance of the car after the car sales, claims, repair and maintenance services, auto parts supply, maintenance and technical training,technical advice and guidance, market information feedback series.Manufacturer to establish closer r

3、apport with the customer after-sales service, so as to establish a corporate image, enhance the reputation of the product, to expand the impact of the product, cultivate customer loyalty. After-sales service as a "double-edged sword, good after-sales service support and promote product sales, m

4、arketing, brand and reputation play a strong role; poor after-sales service can also make the product unmarketable, brand reputation down and can even make brand discredited.Therefore, only after-sales service to improve the automotive products, auto 4S shop attentive service to moving customers, im

5、prove customer satisfaction, in order to win the market. This indicates that the car service in the whole process of automotive marketing, there is a special "mission" for to procure automotive products and services into the market to play an active role.Therefore, the automotive aftermark

6、et has far-reaching significance and prospects for the prosperity of the market. 4S shop is a car service, including vehicle sales, parts, service, information feedback, 4S four feature set in one of the car service companies, S is actually four prefix abbreviation of the English words. Although Chi

7、na's auto industry from the history behind the developed countries, but the evolution of the service model can be said is basically the same way, but also the abbreviation of the foreign auto industry 100 2 years of history. The construction of the 4S shop, foreign auto supply store and some do

8、not the China Construction Luxury and hardware facilities grade is not high, the size of the investment does not necessarily larger than domestic car shop, but the level of foreign car shop management services, software construction, but can be described as first-class, more nuanced, and will defini

9、tely not happen only to look at the appearance, is not allowed to enter the compartment to see things, even some auto shop has its own proving ground, customers can freely choose and test. Repair services of motor vehicles is a major part of the benefit in the automotive aftermarket repair shop is o

10、bviously important.Between foreign manufacturers, they have established a close relationship of production and marketing, has a beautiful shopping environment, brand awareness and clear advantages, but also a lot of manufacturers to follow suit.Brand stores in the United States is the United States

11、the most important automotive aftermarket mode, which rise in the United States is not long, but rapid development in the last 20 years. Chain initiator is not a vehicle manufacturing plant, but set position in the automotive aftermarket auto parts supply, maintenance, fast curing of an integrated s

12、ervice provider.At present, the company has nearly 20 U.S. more than more than 500 chain stores of spare parts. This model integrates the resources of the various brands of Auto Parts and Accessories, breaking the vertical monopoly, on the basis of price transparency, vehicle maintenance, repair, be

13、auty and spare parts supply one-stop service, the owner can be a one-stop solution to the problem. In the same brand of chain system, each branch uses the same store design, service marks, personnel training, and service standards in the management, the same price of services, unified management rul

14、es, unified technical support, unified logistics and distribution system, not only can effectively reduce operating costs, but also improve the overall brand image.Brand chain initiator is not the OEM, 3 but the car service business service providers, the main business of the brand chain including s

15、upply of auto parts, car repair, fast curing, and every brand chain branches not only numerous but also widely distributed, according to statistics the United States more than 20 spare parts company has more than 500 stores, more than 70% of the auto parts market spare parts by brand stores, brand s

16、tores can sell more than one brand of car parts resources and price transparency, and that the integration of various brands of cars resources, played the economies of scale, and convenient to the customer, which has suffered an unprecedented favor. 4S stores will generally take a brand in an area d

17、esigned and built in accordance with uniform inside and outside the shop, a huge investment.4S shop is a very large investment market analysis, in Beijing, 4S shop hardware investment is usually about $ 15 million in sales between 5 million to 10 million of liquidity.Some sales of economy cars 4S sh

18、op is a relatively small investment, but it also needs about 800 million.Such a huge investment did not stop the enthusiasm of the people, whether you are a 4S dealer which car manufacturers in the country, usually a collection of environment. Tianjin Toyota dealer about 40 or so, but there are more

19、 than more than 400 dealers to submit applications Tianjin Toyota.This is mainly because it is more profitable car sales, if you choose a good car manufacturer, may be it will recover the investment within two years. Authorities believe that almost every major car manufacturers are concerned with th

20、e manufacturer's brand and product competitiveness.In other words, the car manufacturers not only to choose a products, brand awareness and potential for the development of enterprises, as well as the speed of introduction of new models these are the very elements can not be ignored. Shanghai Ge

21、neral Motors dealers and car sales say, they chose the agent of Shanghai General Motors, because Universal is the largest distributor of Chinese investment, technology 4 research and development work. Many dealers say, "as long as the product of your choice is correct, then waiting for the mone

22、y on the line." A proxy seven or eight car brand CEO said, can not make money, the key is depends on your agent what brand of car, whether the car is popular models. Best-selling Honda, for example, if you do not increase, selling a Honda car in Beijing for $ 15,000, but the reality is that Hon

23、da cars in short supply, increase sales is very common, and some because no invoice fare, do not pay taxes , dealers earn more profits.In Beijing, Honda 4S shop profits last year's net profit of at least $ 400 million. Of course, not all the dealers can get tense car type, they are in what ways

24、to make money. Agent jetta car dealer said: "Now the sale of the vehicle does not make money, Sell a car dealer would have died. Most of the articles have been added in the sale of the vehicle. Say" article "refers to manufacturer rebates, insurance costs, interior decoration and main

25、tenance 4S shop location determines the right decision by car manufacturers, because the planning and layout of the factory, the 4S shop location is not very good, most of the car users are also times to buy a car, they tend to be a taxi or bus, they tend to choose convenient place, 4S shop business

26、 for their own survival, often using very flexible operational mechanism. The general practice is to apply for a booth in the Asian Games Village Automobile Exchange Market car market in Beijing or northern or find partners in these areas, so that the company's business expansion.Of course, ther

27、e are many of 4S shop dealers rent an office phone consultation service or services to sell more cars in the automotive market, compared to the 4S shop, car and more popular in the market.At this stage, the average consumer can also buy economy cars, car brand and not the main factors they buy, they

28、 are most sensitive to price changes in the price of the same grade they are most interested, if car prices slightly low, sales will rise.Automotive marketing services are divided into three 5 parts: pre-service, sales service and after-sales service.With the advances in automotive technology and th

29、e rapid development of science and technology, automotive products into the home, and as a means of transport, gradually entering China.Domestic after-sales service more and more people's attention, the emergence of the car service is due to market competition, and also a means of automotive mar

30、keting. The rapid development of China's automobile industry, car ownership has increased significantly, reaching more than 8500 million cars in the automobile industry occupies an important position. China's huge car ownership and fast car sales growth, the development of the automotive ser

31、vice industry provides a huge room for growth.Traditional car sales services, is also subject to international popular "four in one" sales and service shop (also known as "4S shop") impact.Car manufacturers and dealers deeply realize that only through rigorous, perfect, thoughtfu

32、l, quality of service, cultivate a high level of customer satisfaction, a good and stable customer relationship, to grappling win in the increasingly intense market place.Increasing competition in the automotive market, car manufacturers focus on profit growth in the after-sales service, the pros an

33、d cons of the quality of after-sales service has become a key differentiator for automotive manufacturers in the incentive market competition aspects.As a bridge connected to the car production and consumption markets - auto 4S shops, however, the service sectors also there is a lack of personnel, p

34、oor service concept, craftsmen low technical level, has seriously restricted the 4S shop or even the entire automobile industry.Therefore, the establishment of an effective car 4S shop after-sales service evaluation system will help to promote automobile 4S shops or even the entire automotive indust

35、ry to flourish.4S shop can not provide customers with personalized service to meet customer needs, and not enough emphasis on customer care, in the face of complaints, 6 answer can not be given customer satisfaction, and service personnel with low skills and lack of integrity in the 4S shop.To solve

36、 these problems, this paper proposes the establishment of industry standards, improve laws and regulations to strengthen skills training for maintenance personnel, to design an effective performance appraisal system, and regulate the standards of service price, after-sales service industry chain ext

37、ension, the timely processing of complaints from owners, strengthen 4S shop owners between emotional interaction measures. Automotive aftermarket service area, the automotive service chain management and enterprise management chain has become a development trend of automotive after-market services,

38、is a big market, competing parties are sure to become an important position in the future.Four external services, especially because of its strong financial support and advanced management concepts will generate a considerable impact on the domestic service market.For example, the car rental industr

39、y will eventually go to the chain operation.Chains, competitiveness and visibility in well-known international leasing companies have thousands of high development and growth of domestic enterprises, sand together to form a pagoda, the process is essential.Borrow abroad experience, the car rental bu

40、siness will be gradually formed enterprise.The car rental industry is a strange phenomenon in the country, to holiday car rental rent a car, usually do not are in the minority. In this case of the leasing industry in Europe and the United States are precisely the opposite foreign experience has show

41、n that, for automobile manufacturers in terms of the essence of the car rental car ownership and use a separate form of trade, car sales means effective extension For in terms of the domestic automobile manufacturers, recognizing that this is especially important. After China's accession to the

42、WTO, the automotive industry has suffered an unprecedented impact and influence.This impact and influence not only the financial impact from 7 foreign auto manufacturers, brand impact, impact of technology, quality impact will be reflected in the negative impact of domestic car sales market.At this

43、point, China's auto consumption market increasingly need a way to adapt to this consumer psychology needs new form of automobile consumption, car rental is undoubtedly the best choice. In other words, the car rental industry in 2023 even longer period of time in the future, will become a "b

44、ottleneck" in the most effective way to break through China's auto production and market demand, for the following reasons: Car rental automobile manufacturers provide society with products, value in use, one of the most convenient channel; finance leases role is to alleviate the problem of

45、 insufficient demand and purchasing power, the potential consumer into real consumption; kind of lease role is to provide new options for the domestic automotive consumers, stimulate and expand the automobile consumption; car rental help to help automobile manufacturers to establish customer loyalty

46、 on the company's automotive brands.Automobile manufacturers continue to receive car rental consumers the most timely and direct market information, to improve the competitiveness of their products.In foreign countries, the majority of automotive aftermarket chain operation, bringing profit high

47、er than the profit of vehicle sales. Both experienced overseas and the development of the domestic chain management is the inevitable development of the road car service operators. State-of-the-art car service concept "seven support third repair" is the generally accepted concept of car se

48、rvice in the United States, because of the United States, a country on wheels, it is the prevalence of maintenance than maintenance more important automobile consumer attitudes, which determines the dominance of the automobile aftermarket warranty business, car sales in the United States is the fran

49、chise, and after-sales service can be relatively independent. Due to the rapid 8 increase of the scientific and technological content of the car, required maintenance equipment rose water boats, small professional repair shop (2 - 4) due to less income and maintenance technology is not mature enough

50、 and are gradually incorporated into the large repair shop (over 25) or integrated with each other, the most important car warranty enterprises are concentrated in automobile production factory authorized warranty station, separate factory warranty, after-sales service departments of authorized deal

51、ers, professional repair shop, brand stores warranty Ministry. The current separation of many manufacturers in the United States after-sales service and vehicle sales car service become more and more specialized.Car service brand building more and more important for the car service enterprises, bran

52、d-effectiveness of the after-sales service will be unprecedented attention and enhance attention to after-sales service brand to brand driven service network construction has become essential.With the wave of car service market set off franchising, chain business brand will be the future of automoti

53、ve after-sales service to create objects.Car service must be done specialization, standardization, standardization, high technical content services in order to adapt to market development, and make their own characteristics and perfect after-sales service network is the inevitable trend of the devel

54、opment of automotive service market.專心-專注-專業(yè)汽車售后服務(wù)汽車售后服務(wù)本是汽車營銷的一種手段，產(chǎn)生于汽車工業(yè)初期。由于汽車有消耗品的特點，顧客對其維護修理十分重視。汽車的售后服務(wù)是汽車流通領(lǐng)域的一個重要環(huán)節(jié)，它涵蓋了汽車銷售以后有關(guān)汽車的質(zhì)量保障、索賠、維修保養(yǎng)服務(wù)、汽車零部件供應(yīng)、維修技術(shù)培訓(xùn)、技術(shù)咨詢及指導(dǎo)、市場信息反饋等一系列內(nèi)容。生產(chǎn)商可以通過售后服務(wù)和客戶建立更加緊密、融洽的關(guān)系，從而樹立企業(yè)的形象，提高產(chǎn)品的榮譽，擴大產(chǎn)品的影響，培養(yǎng)客戶的忠誠度。售后服務(wù)就像一把“雙刃劍”，良好的售后服務(wù)可以對產(chǎn)品銷售、市場推廣、品牌影響及榮譽起到有力支持

55、和促進的作用；售后服務(wù)業(yè)不好也可以使產(chǎn)品滯銷、品牌榮譽下降，甚至可以使品牌的威信掃地。因此，只有讓汽車產(chǎn)品售后服務(wù)提高，用汽車4S店的貼心服務(wù)來感動客戶，提高客戶的滿意度，才能贏得市場。這表明汽車售后服務(wù)在汽車營銷的全過程中，有一個特殊的“使命”，為促使汽車產(chǎn)品和服務(wù)送入市場發(fā)揮著積極的作用。因此，汽車售后服務(wù)具有著深遠的意義和繁榮的市場前景。4S店是一種汽車服務(wù)，其中包括整車銷售、零配件、服務(wù)、信息反饋，4S是指四個功能集于一體的汽車服務(wù)企業(yè)，S實際上是四個前綴的縮寫英語單詞。盡管我國汽車行業(yè)從歷史上就落后于發(fā)達國家，但服務(wù)模式的演變可以說基本上是同樣的方式，也是國外車店的管理服務(wù)水平，軟件

56、建設(shè)，但可謂是一流的，細致入微的，絕對不會出現(xiàn)只讓看外觀，不讓進入車廂看東西，甚至一些汽車用品店都有自己的試車場，客戶可以自由地選擇和測試。汽車的維修服務(wù)是汽車售后服務(wù)中獲益的主要部分，所以維修店的重要性是顯而易見的。在國外的各個廠家之間他們已經(jīng)建立了生產(chǎn)和營銷的密切關(guān)系，有著購物環(huán)境優(yōu)美，品牌意識明確等優(yōu)勢，而且國內(nèi)也有很多廠家跟風。在美國品牌連鎖店是美國最主要的汽車售后服務(wù)模式，該模式在美國興起的時間并不長,但是在最近20多年的時間里迅猛發(fā)展。連鎖的發(fā)起者不是整車生產(chǎn)廠，而是定位于汽車售后服務(wù)市場的集汽車配件供應(yīng)、維修、快速養(yǎng)護為一體的綜合性服務(wù)商。目前，美國超過500家以上連鎖店的零配件

57、公司有近20家。這種模式整合了各品牌汽車零配件的資源，打破了縱向壟斷，在價格服務(wù)透明化的基礎(chǔ)上，提供汽車保養(yǎng)、維修、美容和零配件供應(yīng)一條龍服務(wù)，車主可以一站式解決問題。在同一品牌的連鎖系統(tǒng)內(nèi)，各分店采用相同的店面設(shè)計、服務(wù)標識、人員培訓(xùn)等，并且在管理上采用統(tǒng)一的服務(wù)標準，相同的服務(wù)價格，統(tǒng)一的管理規(guī)則，統(tǒng)一的技術(shù)支持，統(tǒng)一的物流配送系統(tǒng)等，不僅能有效降低運營成本，而且能提高整體的品牌形象。品牌連鎖店的發(fā)起者不是整車廠，而是汽車售后服務(wù)綜合業(yè)務(wù)的服務(wù)商，品牌連鎖的主要業(yè)務(wù)包括汽配供應(yīng)、汽車維修、快速養(yǎng)護等，并且每一個品牌連鎖店的分支機構(gòu)不僅數(shù)目繁多而且分布廣泛，統(tǒng)計全美有20多家的零配件公司擁有

58、連鎖店500家以上，70%以上的汽配市場上的零配件是由品牌連鎖店提供的，品牌連鎖店可以同時銷售多個品牌的汽車零配件資源，并且價格透明，既整合了各個品牌汽車資源，發(fā)揮了規(guī)模經(jīng)濟效應(yīng)，又方便了顧客，因而受到前所未有的青睞。4S店一般采取一個品牌在一個地區(qū)，按照統(tǒng)一的店內(nèi)外設(shè)計建造的，投資巨大。4S店的投資是一個非常大的市場分析，在北京，4S店硬件投資通常是1500晚美元左右，在銷售5萬到1000萬之間的流動性。一些經(jīng)銷經(jīng)濟型轎車的4S店投資相對較少，但也要約800萬元。如此巨大的投資并沒有阻止人們的熱情，無論你是哪個汽車制造商在全國的4S經(jīng)銷商，通常都是環(huán)境的集合。天津威志編寫豐田經(jīng)銷商約40萬左

59、右，但有超過400多名經(jīng)銷商提交的申請?zhí)旖蜇S田。這主要是因為他是比較賺錢的汽車銷售，如果你選擇了一個很好的汽車制造商，可能在兩年內(nèi)就會回收投資。權(quán)威人士認為，目前幾乎每一個汽車制造商主要關(guān)注的都是制造商的品牌和產(chǎn)品的競爭力。也就是說，汽車制造商不僅要選擇一個他們目前生產(chǎn)的產(chǎn)品，企業(yè)品牌知名度和企業(yè)的發(fā)展?jié)摿σ约巴顺鲂萝囆偷乃俣冗@些都是令人不可忽視的要素。上海通用汽車公司的經(jīng)銷商和汽車銷售們說，他們選擇了代理上海通用汽車，是因為通用是中國的投資、技術(shù)的研究和開發(fā)工作方面的最大經(jīng)銷商。很多經(jīng)銷商都說，“只要您選擇的產(chǎn)品正確，那就等著收錢就行了。”一個代理有七八起策汽車品牌收起執(zhí)行官表示，能不能賺錢

60、，關(guān)鍵是要看你代理的汽車是什么牌子的，汽車是否是受歡迎的車型。以最暢銷的本田汽車為例，如果不加價，賣一輛本田在北京獲得15000美元，但現(xiàn)實是，本田汽車供不應(yīng)求，增加銷售是很常見的，而部分因為加價沒有發(fā)票，也不納稅，也就使經(jīng)銷商賺取更多的利潤了。在北京，本田的4S店利潤，去年的凈利潤至少達到了400萬元。當然，并不是所有的經(jīng)銷商可以得到緊張車型，他們是用什么方法來賺錢呢？代理捷達車經(jīng)銷商說：“現(xiàn)在銷售的車輛不賺錢，如果單賣汽車經(jīng)銷商早就死了。大部分文章已經(jīng)被添加在銷售車輛上了。該人士說的“文章”是指制造商的回扣，保險費用，室內(nèi)裝修和維修等。4S店的位置決定權(quán)利由汽車制造商決定，因為廠家的規(guī)劃和布局，現(xiàn)在一些4S店的位置不太好，目前大部分汽車用戶還都是第一次購買汽車，他們往往是出租車或者是公共汽車，他們通常會選擇交通便利的地方，商業(yè)4S店為了自己的生存，往