Marine Business Practice

 Marine Business Practice

Name : Xuefeng Lei          

Student ID: 1125358

Tutor: Chester

Course :TTEC4852

Warranties and Guarantees

• Warranties- Means are provided for repair if a fault or defect. The warranty is also the guarantee of the rights and interests of consumers. It needs to pay part of customers to make it visible as is the case in law, insurance policy. With the strength of the guarantee, the seller or the manufacturer can face a court of justice if the seller or the manufacturer does not comply with the provisions of the warranty period part.

• Guarantee -It normally provided by the manufacturer's warranty and provide the majority of retailers and distributors. With the strength of the guarantee, the seller is obligated to make a complete replacement of the procurement project. This guarantee is still valid, a fixed time

Quotations and Estimates

• Quotation- quoted price is a number it is going to cost to customer,This will include the parts cost  labor cost and GST cost etc.

1. Title of the quotation -This will include the Company name ,contact details ,company address,and some big company also got the person's name and contact details on the quotation .
2. Detail the cost of quotation-This will usually include the parts cost ,labor cost ,this need to really detail as the customer will know where the cost from ,and the price for each of them .
3. Total cost - This need to add G.S.T into the total cost ,in New Zealand ,G.S.T usually 15% of the sales .  
   (http://www.ird.govt.nz/gst/gst-registering/gst-about/)
4. Time line - Some detail quotation also got the time on the quotation ,which shows the customer when are they able to got the job done .

• Estimate - Is a rough guess on how much something will cost without taking it apart to look at.This usually happened when customer walk inside and ask for a quick quotation ,This estimate can be adjustment the price. They base a price on what they can see is wrong. For example, if you take your car for an estimate for brakes pads and they give you the price for the pads plus labor to install. But when they take the wheel off and see that your rotors are worn to the ground they revise the estimate because there needs to be more work done.

http://www.estimate.info/article/5949/quotation_vs_estimate

Charge-Out Rates

• How to calculate charge out rates is one of the most important things to get correct for any small  business owner in service industries. That is plumbers, electricians, computer servicing and consulting, even  dentists, accountants and lawyers. Charge too much and you may lose sales, too little and you will not make a living. So it can be a balancing act but when it boils down to it, is there any  point of being in business if you are not making enough. It’s quite easy to  undervalue yourself and/or your employees and it can require courage to stand up and say ‘no I am worth more.

Courtesy service

Courtesy Service - A business with high service quality will meet customer needs whilst remaining economically competitive. Courtesy refers to factors such as politeness, respect, consideration and friendliness. Your services must also show credibility, which refers to factors such as believable, honest and trustworthy.  As I worked as a restaurant manager before ,so I did know a bit more about this ,what I ask my team doing before is follow four step to serve the customer ,I personally believe customer is the king of a business ,as they paid our wage .

1. Greeting  (Eye contact and smile are the most important part )
2. Taking order  (not used much for marine shop)
3. Deliver the order (not used much for marine shop)
4. Thanks /close order (thank the customer and welcome them back again)

Of course as a business we will have some different such like customer service ,product quality etc,and I usually use L.A.S.T step to handle these complaint.

1. L(listen )
2. A(apologize)
3. S(sorry )
4. T(thanks the feed back)

Cultural Issues   

• As New Zealand is a composite  culture country ,So we need to take bit care about the culture issues ,
  • • For owners of small to medium-sized businesses, Asia can offer a wealth of opportunities. But the desire to export to new markets can be somewhat tempered by the thought of having to do business across cultures and within unfamiliar environments. Though you may have a detailed understanding of your products, and be expert at closing a deal in New Zealand
  http://www.asianz.org.nz/sites/asianz.org.nz/files/sana_reynolds_part1.mp3
  
  For when service a customer ,The first impression is really important for a successful running business.So we do need to know what they like ,and how is their culture  .For eg ,some people like talk to others face to face really close ,but some people does really antipathy about this ,so in newzealand we need to take bit care of the cultural Issues , this may effect the business profit because most customer came from the friend talk ,and they will be the permanent customer.