Pre-sales Service Plan of Liyang Nanfang Activated Carbon Factory

I. General Provisions

1.1 Scope of Application

This plan applies to all full-range products of our factory, including powdered activated carbon, granular activated carbon, honeycomb activated carbon and modified activated carbon. It covers customers in all industries such as municipal sewage treatment, industrial waste gas treatment, water purification, food decolorization and chemical purification, and applies to all cooperation modes including retail orders, bulk procurement, engineering supporting and long-term strategic cooperation.

1.2 Core Service Philosophy

Centering on customers’ working conditions and supported by technical services, we adhere to the service principle of "accurate pre-sales model selection, strict in-sales quality control, and long-term after-sales operation and maintenance". We provide customers with a one-stop full-life-cycle service integrating activated carbon supply, technical guidance, operation and maintenance guarantee, and compliant disposal.

II. Pre-sales Service System

Core Pre-sales Objectives: Accurately match products, predict customer demands, avoid procurement risks, and clarify cooperation standards. Fundamentally solve common problems such as customers’ blind procurement, mismatch between products and working conditions, and low cost performance, so as to realize zero-risk procurement for customers.

2.1 In-depth Research on Customer Demands

Standardized working condition research is mandatory for all business negotiations. Blind quotation and random product recommendation are prohibited. All research data shall be filed in the Customer Working Condition Research Form. The core research dimensions are as follows:

Working Parameter Research: Verify core parameters including customers’ application scenarios (waste gas treatment, sewage treatment, water purification, decolorization), medium composition, pollutant concentration, treated air/water volume, equipment type (adsorption tower, filter tank, fluidized bed), operating temperature and pressure drop requirements.

Indicator Demand Research: Confirm customers’ rigid requirements on core acceptance indicators (iodine value, methylene blue value, strength, ash content, moisture content), emission standards, service life and replacement cycle.

Procurement Demand Research: Learn about customers’ procurement volume, delivery cycle, budget standard, transportation mode, delivery location, and demands for value-added services such as on-site filling, operation and maintenance training and waste carbon recycling.

2.2 Customized Model Selection and Plan Formulation

The Technical Department cooperates with the Sales Department to provide exclusive customized solutions free of charge based on surveyed working conditions, abandoning generic templates to ensure practicality and feasibility:

For regular customers: Provide 2 to 3 matched product solutions, clarify the cost performance, application effect, applicable working conditions and cost differences of each product, helping customers make optimal choices and avoid overspending or substandard product selection.

For customers with special working conditions (high-concentration waste gas, special sewage, precision purification): Provide customized modified activated carbon solutions by adjusting pore structure and adsorption performance, and offer supporting process adaptation suggestions.

For large engineering customers: Provide free on-site working condition survey and process optimization suggestions, and deliver a complete Activated Carbon Application Technical Plan, including dosage calculation, filling specifications, operation and maintenance cycle, and effect prediction.

2.3 Free Sample Testing and Qualification Disclosure

Free sampling services are available for all new customers. We support sample testing and assist customers in machine trial operation and effect detection, enabling contract signing only after qualification confirmation and completely eliminating model selection risks.

We actively disclose factory qualifications, production capacity scale, quality inspection reports, third-party test certificates and successful industry cases to transparently demonstrate product quality and service capabilities.

Factory visits are available for key customers. We provide full-process guided tours to introduce production processes, quality inspection procedures and warehousing logistics systems, verifying our stable supply capacity.

2.4 Transparent Quotation and Pre-contract Risk Explanation

Transparent Quotation: Clarify unit price, specifications, quality inspection standards, freight charges, delivery cycle and taxes with no hidden charges, and distinguish pricing standards for in-stock products, customized products and urgent orders.

Proactive Risk Notification: Inform customers in advance of product loss, common application problems and standard operation and maintenance methods under different working conditions. We never exaggerate product effects to ensure sincere cooperation.

Clear Contract Clauses: Clearly stipulate the quality objection period, return and replacement standards, after-sales response time limit, scope of technical services and waste carbon disposal services in advance, and formalize all service commitments in writing.

Ⅲ. Service Implementation Guarantee and Assessment Mechanism

To prevent the service system from becoming a mere formality, a three-tier guarantee system consisting of dedicated organization, standardized processes and performance assessment is established to ensure 100% implementation and execution of all service clauses.

3.1 Organizational and Personnel Guarantee

Establish Dedicated Technical Service Department: Equipped with full-time professional technicians responsible for working condition survey, solution design, on-site commissioning and operation & maintenance training, independently undertaking pre-sales technical support, in-sales on-site guidance and after-sales operation and maintenance services.

Arrange Full-time After-sales Customer Service Staff: Specialized personnel are responsible for customer docking, regular follow-up visits, problem registration and progress tracking, eliminating delayed response caused by sales staff concurrently undertaking service work.

Dual-team Customer Service Mechanism (Sales + Technical Staff): A dual-person responsibility system is implemented for all key customers. Sales personnel are in charge of business negotiation and docking, while technical personnel provide full-process technical services, with clear division of rights and responsibilities.

3.2 Process and System Guarantee

Standardized and Documented Full Service Processes: Exclusive standardized forms are applied to all links including working condition research, solution formulation, quality inspection, delivery arrangement, customer follow-up and after-sales problem handling, realizing full-process record keeping and traceability.

Lifelong Customer File Management System: Customer information, working condition data, service records and problem ledgers are permanently archived to sustain long-term cooperative follow-up and avoid repeated communication and confirmation.

3.3 Performance Assessment Guarantee

Service quality is incorporated into the employee performance appraisal system. Key assessment indicators include pre-sales solution accuracy rate, on-time delivery rate, after-sales response efficiency, customer complaint rate and customer satisfaction degree.

A standardized reward and punishment mechanism is implemented. Rewards are granted for zero customer complaints and positive customer feedback. Strict accountability and rectification will be carried out for customer complaints caused by service errors, delayed responses and poor service attitudes.