GB/T 28238-2011 Requirements for after-sales service of sporting goods GB/T28238-2011 Standard compression package decompression password: www.bzxz.net
This standard specifies the terms and definitions, requirements, service forms, work orders, handling of customer complaints, product instructions, and evaluation of after-sales service quality for sporting goods. This standard applies to the preparation of product after-sales service and related documents. This standard
was drafted in accordance with the rules given in GB/T1.1-2009.
This standard was proposed and managed by the National Technical Committee for Standardization of Sporting Goods (SAC/TC291). The
drafting units of this standard: China Sporting Goods Industry Association, Qingdao Impulse Health Technology Co., Ltd., Shanghai Double Happiness Co., Ltd., Shanxi Aorui Health Industry Co., Ltd., Taishan Sports Industry Group Co., Ltd., Anta (China) Co., Ltd., Fujian Quanzhou Peak Sports Goods Co., Ltd.
The main drafters of this standard are: Zhang Xiaojing, Chen Xiaowei, Yuan Yilong, Zhou Yunfeng, Zhang Zhilin, Qin Younian, Li Su, Dai Jianhui, Wu Nan, Hou Libo, Mao Lijun.
The following documents are indispensable for the application of this document. For all dated referenced documents, only the version with the date is applicable to this document. For all undated referenced documents, the latest version (including all amendments) is applicable to this document.
GB5296.1 Instructions for use of consumer products - General principles
GB5296.2 Instructions for use of consumer products - Part 2: Household and similar electrical appliances
GB5296.4 Instructions for use of consumer products - Instructions for use of textiles and clothing
GB5296.7 Instructions for use of consumer products - Part 7: Sports equipment
GB/T17242 Complaint handling guidelines
GB/T18760—2002 Methods and requirements for after-sales service of consumer products

ICS 03. 080. 30
National Standard of the People's Republic of China
GB/T 28238---2011
Requirements for after-sale services of sporting goods
Reguirements for after-sale services of sporting goods2011-12-30Issued
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaStandardization Administration of the People's Republic of China
2012-05-01Implementation
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed and approved by the National Technical Committee for Standardization of Sporting Goods (SAC/TC291). GB/T 28238—2011
The drafting organizations of this standard are: China Sporting Goods Industry Association, Qingdao Impulse Health Technology Co., Ltd., Shanghai Double Happiness Co., Ltd., Shanxi Aorui Health Industry Co., Ltd., Taishan Sports Industry Group Co., Ltd., Anta (China) Co., Ltd., Fujian Quanzhou Peak Sports Goods Co., Ltd.,
The main drafters of this standard are: Zhang Xiaojing, Chen Xiaowei, Ai Yilong, Zhou Yunfeng, Zhang Zhilin, Qin Shinian, Li Su, Dai Jianhui, Wu Zhai, Hou Libo and Mao Lijun.
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1 Scope
Requirements for after-sales service of sporting goods
GB/T 28238-2011
This standard specifies the terms and definitions, requirements, service forms, work orders, handling of customer complaints, product instructions, and evaluation of after-sales service quality for sporting goods (hereinafter referred to as "products"). This standard applies to the preparation of product after-sales service and related documents. 2 Normative references
The following references are indispensable for the application of this document. For dated references, only the version with the date is applicable to this document. For undated references, the latest version (including any amendments) is applicable to this document. GB5296.1 General principles for instructions for use of consumer products
GB5296.2 Instructions for use of consumer products Part 2: Household and similar electrical appliances GB5296.1 Instructions for use of consumer products Instructions for use of textiles and clothing GB5296.7 Instructions for use of consumer products Part 7: Sports equipment GB/T17242 Complaint handling guide
GB/T18760—2002 Methods and requirements for after-sales service of consumer products 3 Terms and definitions
The terms and definitions defined in GB/T18760-2002 and the following terms and definitions are applicable to this document. 3.1
Sporting goods
sporting goods
Products designed and manufactured for sports activities. [GR/T 23866-2009, Chuyi 3.1]
Note: Sporting goods include sports equipment, sportswear, sportswear, etc. 3.2
Service provider
An organization or individual that provides after-sales service for a product. Note: The service provider can be the manufacturer or seller of the product, as well as the repairer and service provider. 3.3
After-sales service aftcr-sales service
The continuation of the process of setting up and producing. After the product is sold, the service provider shall bear the contents of the contract and the activities with legal liability to the customer.
Note: Rewrite GB/187602902. Definition 3,1.3.4
High-risk sports (abbreviated as "high-risk projects") are sports projects with strong professionalism, high technical requirements, direct relationship with personal safety and high risk. Note: Quote the term explanation in the "two no" period of the National Sports General Administration TTKANTKACA
GB/T 28238—2011
4 Requirements
4.1 General
After-sales service activities shall comply with the basic contents of GB/T18760-2002 Methods and requirements for after-sales service of consumer products and the requirements of the relevant chapters of this standard.
4.2 Basic requirements
4.2.1 The service provider shall have an after-sales service organization and a corresponding service website, and clearly define its responsibilities. 4.2.2 After-sales service personnel shall undergo professional technical training and possess the necessary professional knowledge and skills. 4.2.3 The service provider shall provide Provide corresponding technical services. Technical services generally include the following: undertake installation, debugging and guide the correct use and maintenance of products; provide relevant technical consultation; assist in solving problems caused by improper custody, storage, use and maintenance. 4.2.4 The service provider shall provide after-sales service guarantee documents. Guarantee documents generally include the repair and replacement period, specifications, parts, methods, records, etc. 4.2.5 The service provider shall provide technical training to customers according to the customer's requirements or the agreement between the two parties, so that customers can understand the performance and structural characteristics of the product and can use and operate it normally. |tt||4.2.6 The service provider should provide maintenance and servicing services according to the product features and usage requirements under normal circumstances. 4.2.7 When a sports equipment is found to have safety hazards, the service provider should provide services within the promised time limit. 4.2.8 The service provider should establish an after-sales service file. 4.2.9 The service provider should establish a corresponding call-in system. 4.3 Requirements for competition services
Service providers that provide equipment for competitions (national and above) should provide on-site technical services throughout the entire process according to the needs of the competition organizers. 4.4 Requirements for high-risk project services| |tt||4.4.1 The after-sales service files established by the service provider should facilitate product tracking. 4.4.2 The service provider should remind customers to maintain the products in a timely manner according to the after-sales service files. 4.4.3 The service provider should remind customers to scrap the products according to the service life of the products. 5 Service forms
The service provider should provide one or more of the following services according to the needs of customers: telephone, website, letter consultation:
- On-site maintenance, installation, commissioning
- Acceptance of repairs;
- Emergency plan!
- Recall measures.
6 Work order
6. 1 The work order should be used as the basis for after-sales service installation, commissioning and maintenance, and can also be used as a file for the after-sales service department to establish contact with consumers.
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6.2 The content of the work order should include:
--Customer information: customer name, contact address, telephone, zip code or email address, etc.; - Product information: product name, trademark, model, specification, production period or sales period, etc., GB/T 28238-2011
Service information: installation period or repair date, cause of the fault, name or part of the fault relief, list of installation or repair materials (including material name, unit, unit price quantity, amount), etc.: Service quality feedback information: whether the sales service personnel demonstrated and guided the use of the product; opinions on service attitude and repair results: user signature; service personnel signature, etc. Www.bzxZ.net
7 Handling of customer complaints
The handling of customer complaints should comply with the requirements of GB/T17242. Product Instructions
8.1 Product instructions shall comply with the regulations of GR5236.1, GB5296.2, CB5296.4 and GB5296.7. 2 The service provider may place product information at the sales point, set up a website, consultation hotline or on-site design service, so that customers can fully understand the product model, specification, performance, price and after-sales service information attached to the product, and help customers choose the product with full knowledge:
9: Evaluation of after-sales service quality
The service provider should establish a quality evaluation system for after-sales service. TTTKANTKACA
GB/T 28238—2011
L1_ GB/T 23866—2009
More references
Requirements for writing sports goods standards
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