INTERNATIONAL AFTER-SALES SERVICE

WELCOME TO

Chery Automobile
More Energy-Saving
More Eco-Friendly
Much Safer

INTERNATIONAL AFTER-SALES SERVICE

Chery
Automobile

AFTER-SALES SERVICE MANAGEMENT

INTERNATIONAL AFTER-SALES SERVICE

Preface

Distributor service manager is a very important person for distributor

after-sales service business management. He is the bridge between Chery
and Distributor, he is the person who need know Chery after-sales service
policy and control all after-sales service business, such as warranty claim,
quality feedback and technical support, so distributor service manager
shall keep in touch with Chery service manager frequently to have a good
communication to make an excellent job.

In order to do a good job, service manager shall grasp Chery

knowledge as below:

A. Chery after-sales service policy issued every year.

B. Chery service core procedure.
C. Chery quality feedback requirements and other quality management requirement.
D. Chery warranty policy and relevant regulations.
E. Chery DMS function and basic operation skill.
F. Chery training management regulation and retraining requirement.
G.Chery spare parts business and related technical knowledge.

INTERNATIONAL AFTER-SALES SERVICE

Content

CHERY after sales service team introduction

After sales service development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

Content

CHERY after sales service team introduction

After sales service development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

 CHERY after sales service team introduction

1.Chery team introduction Zebing Wu

President Assistant of
Chery International
E-mail:
[email protected]

Shaodong Zhu
After-sales service Dept
Director
E-mail:
[email protected]

Warrant Technic
y al Quality
Service
Section Support Contro
Managem
Section l
ent
Section Sectio
Annie Zhu Jim Wang Lewis Li Xiaobao Gu n Tony Gu
Senior Technical Manager Senior Quality Manager Senior Service Manager
Senior Warranty Manager Senior Service Manager
E-mail: E-mail: E-mail:
E-mail: [email protected] E-mail:
[email protected] [email protected] [email protected]
[email protected]
INTERNATIONAL AFTER-SALES SERVICE
 CHERY after sales service team introduction

Settle claim
1.Chery team introduction applications by Prepare vehicle
DMS; manuals;
Collect claim data Technical
for analysis report; support;
Claimed parts Technical
management bulletins;
Warranty Technical
Issue Claim Training
Support
settlement policy materials;

Market quality
improvement;
Trouble-
shooting; Quality Control
Overseas recall Distributor training;
management;
Customer
Market quality complaints;
feedback report.
Settle DMS
problems
Service policy;
Training
Service
management; Management
Field support &
inspection; Settle
spare parts problem; Service
Management

INTERNATIONAL AFTER-SALES SERVICE

Content

CHERY after sales service team introduction

After sales service development

•Service network development
•Parts supply channel development
•Training center development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle When we need develop service network?

Sales developed at new city or region

Develop new service station

Current service station is not enough

Develop new service station

Expanding current service station

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development Requirement for developing new service station

1.1 Service network development
Service VI ------- Outside workshop

Consolidated door

Consolidated logo

Consolidated door head

workshop title

Consolidated
exterior wall in
Chery red

Consolidated
totem pole
INTERNATIONAL AFTER-SALES SERVICE
 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Reception desk
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Customer waiting room
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Repair area
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Lighting design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Flag design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Business card design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Notepaper design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- File Folders Design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service VI -------- Name tags and straps Design
1.2 New service station developing

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Service Area
1.2 New service station developing

Customer Reception Area

Warranty Room

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Facility
1.2 New service station developing

Lift
Waste oil collection barrel
Refrigerant recycling
Air compressor
Four-wheel alignment device
Paint room
Wheel balance machine
……

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development

1.1 Development principle
Tools
1.2 New service station developing

X-431 Diagnostic tool PC Diagnostic tool Timing tools

For other normal tools also needed.

CHERY
CHERY OVERSEAS SERVICE STAION FACILITIES GUIDE MANUAL
OVERSEAS SERVICE STAION FACI

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development Current service workshop developing formula

1.1 Development principle
1.2 New service station developing SN Item Number Remark
1.3 Current workshop developing
1 Service station Qty 1
2 Car population 5000
3 New car sales in following year 1000
4 Customer lose ratio 20% 20%
5 Technician Qty (Total) 20
6 Work bay Qty (Total) 10
7 Single car yearly visiting number 3 According to service interval

8 Single work bay daily repair number 4 Average number

9 Working days per month 22 Average number
10 Yearly repair capacity 10560 ITEM 8 * ITEM 6 * ITEM 9 *12
11 Market requirement yearly repair capacity 14400 (ITEM2 +ITME3) * ITEM7*(1-ITEM4)
12 Max single work bay yearly capacity 1056 ITEM 7* ITEM 8 * 12
13 Shot work bay Qty 4 (ITEM 11 - ITEM 10)/ITEM 12

The basic information can be get from data record;

This formula can help dealer to judge whether there need develop new work bay
This formula also can help distributor to analysis whole service station capacity

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development Spare part supply channel

1.1 Development principle
1.2 New service station developing
1.3 Current workshop developing Type A Type B
2. Spare part sales channel

Dis spare part

Dis spare part
warehouse
warehouse

Regional Regional
warehouse 1 warehouse 2
Dealer A Dealer B Dealer N

Dealer A Dealer N Dealer B Dealer N

The principle of parts supply channel is “Deliver the parts to the

customer as short as possible”

INTERNATIONAL AFTER-SALES SERVICE

 After sales service development

1.Service Network Development Training center development

1.1 Development principle
1.2 New service station developing
1.3 Current workshop developing
2. Spare part sales channel Each distributor should have at least on training center
3. Training center developing The training center should included:

Training room;

Training equipment;

Training teachers;

 Training material;

Training management rules;

INTERNATIONAL AFTER-SALES SERVICE

Content

CHERY after sales service team introduction

After sales service development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

 After sales service business establishment and operation

1.Business establish and manage

After sales service business establishment and operation

I. Service management

II. Technical and quality management

III. Warranty management

IV. Spare part management

V. Training management

VI. Customer complain management

Post Guideline
for the Overseas Distribut

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Key post staff management

1.1 Service management

Suggested After sales organization of Distributor

The key post manage should be employed and get training from CHERY;
According to the actually situation, some post can be part time;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Key post staff management

1.1 Service management

Suggested After sales organization of Dealer

The key post manage should be employed and get training from distributor;
According to the actually situation, some post can be part time;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Chery service core procedure has 8 steps, this procedure has been carried out in
all chery service stations in China market, it is useful to enhance customer
satisfaction and station productivity, so we demand all overseas service station
apply this procedure.

 Advance booking
 Reception
 Repair order
 Maintenance & repair
 Quality control
 Delivery
 Settlement
 Follow-up
INTERNATIONAL AFTER-SALES SERVICE
 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure
booking

Service
standard procedure
Key point
Inquire for the basic information of the vehicle
Confirm customer’s demands and vehicle’s problem
Confirm the stock of spare parts needed
Remind the customers to come to the station for maintenance in time and
take the related documents

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure booking

Reception

Key point
Customer reception
Check the vehicle info
Analysis customer’s requirement
Cover repair protection appliances in customer’s presence
Remind the customer to take the valuables away from the vehicle
Work item confirm

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure booking

Reception

Repair
order
Key point
Repair items ,spare parts confirm
Estimate repair time and fee
Introduce free service items
Explain the items of repair order
Customer confirmation and signature
Lead customer to waiting room

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure booking

Reception

Repair
order

Maintenanc
e
Key point
The foreman moves the vehicle to the repair area &repair
Monitoring job processing
The service advisor inquires for the customer’s confirmation and fill in the
“Service Task Order ” about the additional tasks and costs

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Service standard procedure booking

Reception

Repair
order
Key point
The technicians make inspection by Maintenanc
himself e &repair
The foreman of workshop inspects the Quality
service quality control

 Vehicle hand over

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure
booking

Reception

Key point
Clean the vehicle
Repair
Transfer the served vehicle
order
to the service advisor, explain
the repair procedure and result
Maintenanc
e

Delivery &repair
Quality
control

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure
booking

Reception

Repair
order

Settlement

Key point Maintenance

Item explanation &repair
Delivery
See the customer out Quality
control

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Standard service procedure management

1.1 Service management

Advance
Standard service procedure booking

Reception

Follow -up

Repair
order

Settlement
Maintenanc
Key point
e
Preparation before follow-up &repair
Delivery
Quality
Time choosing
control
Complaint close loop
management

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage 5 S management

1.1 Service management

5S :(Seiri Seiton Seiso Seiketsu Shitsuke) management in the

following area

Reception area

Customer waiting room

Wash room

Workshop

Spare part warehouse

VI management

CHERY VI should be clear and standard

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Technical and quality management

1.1 Service management
1.2 Technical and quality

Technical management and support

Quality management

PDI (Port PDI and pre – delivery PDI)

Stock vehicle maintenance

Technical activity

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Technical and quality management

1.1 Service management
1.2 Technical and quality Technical management and support
CHERY technical support method

Distributor also need establish a technical support platform for dealers;

There should have a platform to issue technical manual and bulletin
Monitor special tools and diagnostic tools in each dealers

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Technical and quality management

1.1 Service management
1.2 Technical and quality Quality management

Distributor need monitor and collect quality problems from the market;
For the serious quality problem, the distributor should prepare the
quality problem report and feedback to CHERY through DMS;
 The quality problem report should correct and exact;
 CHERY will evaluate the technical feedback return ratio;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Technical and quality management

1.1 Service management
1.2 Technical and quality PDI management
•Check transport problem
Port PDI •Check quality problem

PDI
•Final check to avoid problem
Pre delivery PDI
happen at customer

Distributor need feedback the port PDI report within 7 days after vehicle
arrived;
 Distributor need feedback pre-delivery PDI report within 14 days;
 If the distributor failed feedback the PDI report on DMS. That will effect
the warranty submitting;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Technical and quality management

1.1 Service management
1.2 Technical and quality Stock vehicle maintenance

There should have a stock vehicle management regulations;

Stock vehicle should checked every month;
 The checking recording should be keep;
Vehicle
warehouse management
Recall management

Technical activity implement according to CHERY’s requirement

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Warranty management

1.1 Service management
1.2 Technical and quality
1.3 Warranty management Publish warranty term and cover rage to the customer (Warranty booklet);
Publish warranty policy and claim procedure to Dealers. Like:
• Warranty claim submit requirement
• Warranty report time limitation
• Warranty labour ratio and Admin fees efficient
• Warranty payment interval;
• Warranty parts keeping period
Establish warranty process platform;
Warranty data analysis

The service manager can monitor warranty performance by:

Warranty claim pass ratio (To evaluation whether the dealer’s claim
standard)
Warranty payment interval ;
Warranty TOP parts analysis (To find out the quality problem)

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Spare part management

1.1 Service management
1.2 Technical and quality
1.3 Spare part management Retail price management
Order procedure management
Safety stock management
Parts distribution channel management;
Provide EPCM to the dealers;
 IT system building to manage parts;

The service manager can monitor parts performance by:

Parts first delivery fulfill ratio;
Parts supply lead time;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service operation and management

1.Business establish and manage Training management

1.1 Service management
1.2 Technical and quality
1.3 Spare part management Publish training requirement policy to the dealers
1.4 Training management Training teacher should get certification from CHERY;
 Training course should have: Technical training, service advisor training,
warranty training, spare part training, workshop management training;
 Yearly training plan should composed and issued to dealers;
 Yearly training analysis should be composed;
 Certification management

The service manager can monitor training performance by:

Training plan implement ratio;
Training cover ratio;
 Whether new staffs have got training or certification from distributor;

CHERY require you feedback the training feedback report for each training
and annual training report;

Annual training Training

report feedback report
INTERNATIONAL AFTER-SALES SERVICE
 After sales service operation and management

1.Business establish and manage CRM management

1.1 Service management
1.2 Technical and quality Publish hot line to the customers
1.3 Spare part management Publish road side assistant line to the customer;
1.4 Training management
1.5 CRM management
Collect all the customer information;
Compose the customer complain process procedure;
 Compose the customer complain management policy (goodwill);
 Customer complain data analysis and weak point improvement;

The service manager can monitor customer complain handing performance by:
Customer complain close ratio;
Customer complain close time;

CHERY grading the CRM as 3 level

and require feedback the complain
analysis report quarterly

Quarterly
complain analysis report

INTERNATIONAL AFTER-SALES SERVICE

Content

CHERY after sales service team introduction

After sales service development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management After sales service network management and evaluation

I. After sales service working plan.

II. After sales service incentive policy
III. On site support and audit;
IV. Monthly report
V. Dealer’s archives
VI. Service network grading program
VII.Technical level test and competition
VIII.After sales business forum
IX. Call center and CSI survey
X. Customer care activity
XI. After sales service system evaluation

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management After sales working plan

1.1 Working plan

Ideal stage

High stage

Middle stage

Initial stage
-Completely customer
satisfaction system
- Complete CRM
-Service network grading
system
-Conduct CSI - Service marketing
-Service center audit -Service activity
-Training system -Perfect IT system
-IT system - Service standard
-Building service center procedure
-Customer complain
-Building safety stock management
-Key post staff employment
-Training and re-training
-Establish work procedure

Make clear your target and knock down to 3 year and 1 year working plan

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan After sales service incentive policy
1.2 After sales incentive policy

Distributor should Compose and issue service incentive policy to dealers

The purpose is:

Support the dealers to improve the weak point

To make dealer more positive;

CHERY also issue incentive policy to some market.

Distributor should pay high attention on the requirement of incentive
policy

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan On site support and audit
1.2 After sales incentive policy
1.3 On site support and audit In order to make all the service work operate smoothly and make sure
each dealer done the work according to the requirement, on site support
and audit is necessary.
Key deals should be visited each month. Other dealers should be visited
each quarter;
Dealer visiting plan should be down;
Dealer audit format should be designed;
The audit result should feedback to dealer;
There should have plan to improve weak point;

CHERY also have plan to visit each distributor and it’s service network;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan
Monthly service business report
1.2 After sales incentive policy
1.3 On site support and audit In order to monitor after sales performance. Distributor can collect
1.4 Monthly service report
information and compose the monthly service report.
Information can include:
Car visiting Qty;
Parts order amount, first delivery rate and supply lead;
Warranty claim Qty and warranty first pass ratio;
Customer complain Qty, complain close ratio and close interval;
Personnel change
Other basic information

CHERY required Distributor feedback the Monthly service

report
monthly report

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan
Dealer’s archives
1.2 After sales incentive policy
1.3 On site support and audit
1.4 Monthly service report The dealer’s archives should included following information:
1.5 Dealer’s Archives
Basic information
Construction layout
organizational structure and personnel;
CHERY VI;
Facilities and tools
Service Station
Archives

CHERY required Distributor collect and feedback all dealer’s archives

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan CHERY Service network grading program
1.2 After sales incentive policy
1.3 On site support and audit
1.4 Monthly service report 1 A B C three tier
1.5 Dealer’s Archives
1.6 Service network grading [ Grade Evaluation]
According to the sales volume during past tree year, define
three level requirement,
2 Four Module 37 items
Evaluating Four Modules: service center facility, personal
allocation, equipment and business performance. Totally, 37
3 items
Tier program
If the service center meet all requirements of it’s level, It will
go up to a higher level

Distributor should combine CHERY’s grading program to theirs;

Grading Rules Grading index

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan Technical level test and competition
1.2 After sales incentive policy
1.3 On site support and audit
1.4 Monthly service report In order to increase the technician’s capacity, Distributor can do the
1.5 Dealer’s Archives
1.6 Service network grading technical test and competition to increase their position;
1.7 Technical test and evaluation

Compose learning material and issue to the dealers;

Compose the questions and test each technician on site;
Issue the test result. And hold training for low scores dealers
Hold technical contest, reward the best technicians;
Technical
contest report format

CHERY also conducted technical level test in some market;

 CHERY will require the best technician come to China and compete
with technicians from domestic market;

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan After sales service forum
1.2 After sales incentive policy
1.3 On site support and audit
1.4 Monthly service report After sales service forum can help the following points:
1.5 Dealer’s Archives
1.6 Service network grading Unit all the dealers together
1.7 Technical test and evaluation
1.8 Service forum
Make dealers understand out strategy and target;
Dealer experience sharing;
Award the best dealer to increase dealer’s positivity;
The forum report should share with CHERY;

After sales
forum report format

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan Call center and CSI survey
1.2 After sales incentive policy
1.3 On site support and audit Call center
1.4 Monthly service report
1.5 Dealer’s Archives
1.6 Service network grading
Design series questions for survey customers;
1.7 Technical test and evaluation
1.8 Service forum
Follow – up after the customer do the service;
1.9 Call center and CSI survey
Record the customer feedback on the questions;
Analysis the data and find the weak point;
Make action plan to improve weak point;
Analysis the following data, and see whether the action effected;
Questionnaire of Chile for example

Call center
questionnaire

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan Call center and CSI survey
1.2 After sales incentive policy
1.3 On site support and audit CSI survey inside workshop
1.4 Monthly service report
1.5 Dealer’s Archives
1.6 Service network grading
The CSI can be done when customer visiting service center
1.7 Technical test and evaluation
1.8 Service forum
The questions more than call center’s;
1.9 Call center and CSI survey
To find the weak point in each service center and do improvement;
 CSI format can be designed according to actually situation

Example CSI
Third party CSI survey (Like JO.POWER) format

To find the weak points compared with other brands;

And make action plan to improve them;
Sales volume reached 3000 unites in last three years can do third party
CSI
Example CSI Chery Overseas
 CSI format is different in each market format After-sales CSI Investigat

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan Customer car activity and service marketing
1.2 After sales incentive policy
1.3 On site support and audit In order to improve CHERY brand image and customer loyal, Distributor can
1.4 Monthly service report
1.5 Dealer’s Archives
1.6 Service network grading
conduct customer care activity or service marketing
1.7 Technical test and evaluation
1.8 Service forum
1.9 Call center and CSI survey
1.10 Service activity

Customer care Customer care

activity project plan activity report

INTERNATIONAL AFTER-SALES SERVICE

 After sales service network management and evaluation

1.Service network management

1.1 Working plan After sales service system evaluation
1.2 After sales incentive policy
1.3 On site support and audit
1.4 Monthly service report
1 Two Level
1.5 Dealer’s Archives
1.6 Service network grading
1.7 Technical test and evaluation Evaluation at Distributor and dealers 。
1.8 Service forum
2 Six Module
[ Evaluation]

1.9 Call center and CSI survey

1.10 Service activity
1.11 service system evaluation
Evaluation include six module: parts, warranty, training ,
technical and quality , service and customer complain. Totally,
34 evaluation points 。
3 Thirteen countries involved
Evaluation conducted at ： Chile, Brazil, Venezuela, Uruguay
、 Argentina 、 Colombia 、 Iran 、 Malaysia 、 Iraq 、 Egyp
t 、 Algeria 、 Russia 、 Ukraine 。
CHERY performed service system evaluation in main market. To help us find
weak points in service system.
Service System
Evaluation Index
INTERNATIONAL AFTER-SALES SERVICE
Content

CHERY after sales service team introduction

After sales service development

After sales service business establishment and operation

After sales service management and evaluation

Market learning

INTERNATIONAL AFTER-SALES SERVICE

 Market learning

1.Market learning
Competitor learning
In order to benchmark the competitor, Distributor need study how out
competitor do after sales service
Warranty term
Spare part price;
Service marketing theme;
……
After sales law learning
In order to avoid the legal risk. We need learning the laws that involved after
sales service
Customer Protection Art;
Vehicle recall requirement
……

INTERNATIONAL AFTER-SALES SERVICE

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Chery International After-sales Service