WHAT IS IT?
After sales is about remedying defects with the product which existed from the outset (complaints) or arose due to accidents (repair) or wear (maintenance). After sales assists the customer in using and operating the product. It should also identify the changing or growing requirements of the customer and adapt to them by upgrading, modifying and optimising the product. After sales is also responsible for selling consumables that are as well suited to the customers’ needs as possible. Last but not least, after sales provides user feedback to product development as a basis for improvements or subsequent models.
WHAT DOES IT DO?
After sales organises spare parts and consumables as well as the related logistics and sales activities, provides services such as repair and maintenance and acts as an intermediary between manufacturer and customer.
WHAT ARE ITS BENEFITS?
Product users have certain requirements and expectations before purchasing. If these are not met, the user will not be satisfied, which has a negative effect on future purchasing decisions. After sales service has the important task of reconciling the product’s performance and the user’s expectations and thus ensuring the customer is satisfied. As such, after sales is an extremely important success factor for the company.