Introduction
Perfect sales service is an important part of customer satisfied project for practically maintaining consumers' legal rights and interests and further establishing enterprise image. But now company exist critical loophole for "3 responsibilities" sales service. One side some agents and sellers sell parts to high price. Another side they send the back parts to company for changing new parts to get money to both sides. That critically damaged company's image and cause the great pecuniary loss for us.
To formulate "3 responsibility" practice scheme according to machine-driven industry section No. [1997]205 documents.
1. meaning for "3 responsibility":
Our company offer free repair or change parts within the range of "3 responsibility" for 1 year or below 10000Km from the day of buying our motorcycle.
2. If fitting following circumstances, we don't practice "3 responsibilities" and will collect fees. Please understand!
1. Not to give "3 responsibilities" over 1 year or over 10000Km from the day of buying our vehicles.
2. Damage is because user doesn't follow instruction manual to use, keep and maintain.
3. Use other parts not from our company or use unassigned oil.
4. Unassigned repairer of "3 responsibilities" takes apart and causes the damage.
5. Product model, vehicles model and engine number is different from repair card or without repair card.
6. Some assigned vulnerability parts by manual don't belong to the range of "3 responsibilities".
7. Customer know the fact depreciation dealing vehicle.
3. requests of handling "3 responsibilities"
After user buys the vehicles, the company must open invoice immediately and fill in guarantee card carefully. "3 responsibilities" come into effect. When user asks overhauling within the period of guarantee, must offer purchase invoice or copy and guarantee card. If the regulations of 3 responsibilities are different from others, these regulations are correct. All right of "3 responsibilities" belong to sales service department of BenZhou vehicle industry group Co., Ltd.
4. requests for sales company and consignee:
To request sales company and consignee equip computers with internet function for reinforcing science management. When consumer filled in guarantee card, sales company and consignee should be online and fill in user name, telephone number, post cord, address, invoice no., date and sales organization so that the company can check consumer true records data. If the consignee hasn't the computer, company will help them fill in.
5. management responsibility of "3 responsibilities" maintain, changing accessories
If Branch Company isn't able to put the consumer's guarantee card information into computer and cause ill effects for consumers. Branch Company will take all responsibility.
Branch Company must completely check up and exchange the fittings for 2 months. If no exchange timely, it will lead that company can't form a complete set for outside. All pecuniary loss because of postpone exchanging parts should be taken by the branch company. If branch company parts management is disorder, person in charge should take the economical responsibility. Finance section and Branch Company should check once per month. It's important to return the old parts. High repair ratio and more return parts mean reducing company's business volume and lowering profit.
In any case, the dealing principle is that lower the company's loss depend on no damaging consumer relation.
6. "3 responsibilities" detailed improvement practice method:
BenZhou group has established the website and perfected it gradually. Business center will build up huge data file management system to compute exchange amount and quantity of parts. In the meantime, we will give each consumer following service and offer sales supervision to sales branch company or consignee.
Computer management is crucial effect for consumer's checking and gathering statistics. A few days ago, the fees of accessories per month are about 600,000.00RMB. We will carefully check the detailed list by computer for returned and exchanged parts in order to lower pecuniary loss of repairing and exchanging parts and components.
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