Jurnal STRATEGI KOMUNIKASI DALAM LAYANAN PURNA JUAL (Studi Deskriptif Kualitatif Maintenance Reminder Appointment di Agung Toyota Bengkulu)

Jurnal STRATEGI KOMUNIKASI DALAM LAYANAN PURNA JUAL (Studi Deskriptif Kualitatif Maintenance Reminder Appointment di Agung Toyota Bengkulu)

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MULYADI, ANNISA SABILIDINA and Lisa, Adhrianti and Verani, Indiarma
  

(2019)

COMMUNICATION STRATEGIES IN AFTER SELLING SERVICES (A Descriptive Study of Qualitative Maintenance Reminder Appointment at Agung Toyota Bengkulu).

    Undergraduated thesis, Bengkulu University.
  

  

Abstract

The purpose of this research is to find out the communication strategies used by MRA employees in after-sales service and to know the communication strategy when contacting customers to do periodic service
regularly in the Agung Toyota Bengkulu workshop. The theory used in this study is AIDA. This study uses a qualitative research method that is descriptive in nature and uses a purposive sampling technique at
in data collection. There were three informants who were made as speakers, namely 2 key informants and 1 principal informant. The results found in the field indicate that the Maintenance Reminder Appointment (MRA) is in service
after-sales at Agung Toyota Bengkulu has a communication strategy, namely; 1) remind periodic service, 2) make service booking, 3) confirm
customer reset. The strategy used by MRA in contacting customers is by means of; 1) say a greeting and ask customer time, 2) confirm customer data, 3) inform that vehicle
customers enter time to do periodic servicing, 4)
inform the customer of the conditions that must be serviced, 5) inform the period of time and service costs, 6) inform about the benefits and benefits of doing periodic service at the Toyota workshop, 7) inform the promos that are in effect, 8) make servicebooking, 9) remind you that the customer will serve, 10) ensure that the customer does not cancel the booking service.

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