Component of Sales Service

After-sales service has several elements, as told by Philip Kotler (2002) that the elements in the after-sales service are as follows:

1) Warranty

Warranty is one very important factor in implementing sales service, as said by Thomas A. Gannon (1987: 88) in Philip Kotler (2002: 508) that  A warranty assures the buyer that a product is of kind specified (Meet Specification) and is free of encumbrances (Defect Workmanship or Material) A guarantee assures that a product performance will amply with the warranty. 

Simply stated if the product does not melt the term of the listed warranty, it will be repaired or replaced at the option of seller. Warranty is shown to convince consumers that the product in good condition or free from damage as a result of inaccuracy pengarjaan or use of materials that are less well applicable for a certain period.

2) Provision Accesories

In the implementation of after-sales service, spare parts supply is very important, because without the parts of products that have been damaged components can not function properly, even these products can not be used again. Thomas A. Gannon (1987: 88) in Philip Kotler (2002: 509) says A service parts is that component or subassembly that may be needed  at some time to keep the appliance or device operable for the user. 

The component or assembly will be required to satisfy the original warranty repair the appliance or device beyond the basic warranty period, and be available at all the times to insure and protect the good will of purchases to the and that be will maintains his brand loyalty. So the supply of accessories is one factor that plays an important role in satisfying consumer unruk effort, which will ultimately maintain the loyalty of customers who already owned.

3) Maintenance and Repair Services

Service and maintenance and repairs are needed if a product has a long period of consumption and require regular maintenance in order to always function properly, and also to make repairs for damage that occurs in the product during use.

4) Facilities and Equipment

Facilities and supplies of a product is a means to perform after-sales service. Sophisticated tools and equipment will be able to determine the smoothness of the service personnel in performing maintenance and repair products bought by consumers.

Continued to Strategic Sales Service

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