By David Brock

ISBN-10: 0749456418

ISBN-13: 9780749456412

Aftersales administration explores intimately the large sum of money wasted within the retail each year on badly controlled after revenues approaches, and appears at the right way to precent this occurring. What occurs after a sale if difficulties take place? How are they dealt with, and what procedures may be utilized to ensure that they're handled affordably for the corporate, whereas whilst bettering customer support and extending sales?Aftersales administration units out the criminal place on consumer rights, and explains to readers precisely what shoppers wish, what salespeople wish and the way those wishes effect on groups in the remainder of a retailer's corporation. The booklet additionally discusses the most important elements of implementation, displaying find out how to deal with key stakeholders, either in the enterprise (ie a few of the enterprise capabilities and departments) and out of doors (such as brands and suppliers).With sensible examples to teach simply how a lot of a saving might be completed if alterations are made, the e-book demonstrates the way to create a attainable aftersales proposition - from dealing with the implementation, via making the mandatory adjustments, to maintaining directly to the profits as soon as made.Complete with genuine examples drawn from a wide selection of events and sectors, Aftersales administration offers readers the fundamental details had to create and enforce a profitable aftersales proposition, whereas decreasing bills, bettering customer support and lengthening revenues.

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Example text

Throughout the book we will repeatedly refer to the close management of time taken being one of the cornerstones of good aftersales service. If a company cannot meet ‘reasonable’ timescales for putting a problem right then in all probability it has a major issue with the way that the company operates. However, the Act simply uses phrases like ‘reasonable timescale’ which in reality offers very little short-term support to customers and this is a loophole that many retailers and suppliers exploit (although most do not really do this deliberately).

30 Aftersales Management Refunds Retailers will normally resist giving refunds for two reasons:   Lost sale – if dissatisfied customers are given their money back then they will in all probability go to another retailer to acquire the required goods. Lost value – if a customer has been in possession of the goods for, say, six months then they have had benefit of the goods for all of that time. The goods are consequentially not worth as much as they were when new, so why should the customer get a full refund?

Retailers often try to make use of exclusion clauses such as, ‘The company takes no responsibility for issues such as damage once the goods have been signed for’. However, the courts will tend to come down heavily on the side of customers as exclusion clauses are usually seen as back-handed ways of avoiding responsibility. ‘Satisfactory quality’ The Sale of Goods Act 1979 said it was implied in the contract of sale that the goods would be of ‘merchantable quality’. This principle was amplified in the Regulations of 2002 and the phrase was changed to ‘satisfactory quality’.

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Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales by David Brock


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