4S

4S is a dealership format used primarily in China and parts of Asia for new-car sales and after-sales services. The term 4S stands for Sales, Spare parts, Service, and Information (or Survey). Developed in the late 1990s to provide a standardized, brand-controlled customer experience, the model coordinates all major stages of the car ownership cycle within a single facility or campus.

In practice, a 4S store is typically a single-brand showroom that also houses a parts department, a service center, and a customer service desk. It handles new-car sales and test drives, supplies genuine parts, conducts maintenance and repairs (including warranty work), and collects customer feedback to support after-sales relations. The information/survey component emphasizes ongoing customer relationship management and brand loyalty.

Ownership and network structure vary, but 4S stores are usually operated by authorized distributors, brand-owned subsidiaries, or designated retailers as part of an official brand network. They adhere to brand-specific standards for facilities, staff training, service processes, and quality control, aiming to provide a consistent experience across locations.

Market role and limitations: The 4S format has been a major channel for new-car distribution in China, offering integrated after-sales support and warranty services. It faces competition from multi-brand dealerships, online sales platforms, and used-car networks. Critics note higher prices and less competitive pressure, while proponents highlight guaranteed OEM parts, certified technicians, and standardized service as benefits.