P a g e | ii ABSTRACT With the objective : "satisfying the needs of customers", the store must always provide the best products of Honda and customer care in the best way to provide cust
COMPANY BACKGROUND
General Background Information about Minh Hien Company
MINH HIEN SERVICE AND TRADING COMPANY LIMITED was established in accordance with Business Registration Certificate No 0102002474 issued by the Department of Planning and Investment of Ha Noi on April 27th, 2001
Address of the Company: 20 Quan Su Street, Hang Bong ward, Hoan Kiem district, Ha Noi, Vietnam
Business premises situated at: 2 places
Fist: 661 Ngoc Hoi Road, Thanh Tri district, Ha Noi
Second : 2 Cau to street, Thanh Liet ward, Thanh Tri district, Ha Noi
Minh Hien Company is a firm dealing in products and related services as appointed and accepted by Honda Viet Nam (HVN) Total number of employees: 56, including:
1.2 The Company’s Sector of Activity
− Sale of motorcycles: motorcycles bearing trademarks, trade name, brands service marks and other business indication of HVN
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− Sale of spare parts and accessories: supplies by HVN
− Services: services and repair work
Products: motorcycles, spare parts and accessories
Table 1: Types of motorcycles sold by the Company
SH 150cc 121,990,000 Proposed retail price (incl VAT)
SH 125cc 99,990,000 Proposed retail price (incl VAT)
PCX 58,990,000 Proposed retail price (incl VAT)
Air Blade FI 2011 (sport version) 37,990,000 Proposed retail price (incl VAT) Air Blade FI 2011 (standard version) 36,990,000 Proposed retail price (incl VAT)
LEAD (Special color: light gold) 35,490,000 Proposed retail price (incl VAT) LEAD (color: Red, Brown, white
,silver , gold) 34.,900,000 Proposed retail price (incl VAT) Click Play 2010 26,490,000 Proposed retail price (incl VAT) Click Exceed 2010 25,990,000 Proposed retail price (incl VAT) Future X FI – Cast disk 29,990,000 Proposed retail price (incl VAT) Future X FI – Disk 28,990,000 Proposed retail price (incl VAT) Future X – Disk 23,500,000 Proposed retail price (incl VAT) Future X – Drum 22,500,000 Proposed retail price (incl VAT) Wave RSX FI AT –Cast Disk 27,590,000 Proposed retail price (incl VAT) Wave RSX FI AT – Disk 26,590,000 Proposed retail price (incl VAT) Wave 110 RSX – Cast Disk 18,990,000 Proposed retail price (incl VAT) Wave 110 RSX – Disk 17,490,000 Proposed retail price (incl VAT) Wave 110 RS Cast Disk 17,990,000 Proposed retail price (incl VAT) Wave 110 RS Disk 16,490,000 Proposed retail price (incl VAT)
Super Dream 16,390,000 Proposed retail price (incl VAT) Wave 110 S – Disk 16,490,000 Proposed retail price (incl VAT) Wave 110 S – Drum 15,490,000 Proposed retail price (incl VAT)
Wave α 14,190,000 Proposed retail price (incl VAT)
Spare Parts: Groups of parts used most: Oil, Battery, Tube, Tire, Chain Kit, Shoe set brake
Table 2: Types of oil used by the Company and their prices
09ENOSJ1070C OIL SJ MB10W-30(SCT) 80,000
09ENOSJ1100C OIL SJ MB10W-30(SCT) 104,000
Table 3: Types of battery used by the Company and their prices
31500KRS901 BATTERY (12N53B) D3D2D1ONMLKJI 237,380 31500KTM971 BATTERY ASSY YTZ5S C5C4R2R1X4X3A8A7A6 308,000
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Table 4: Types of tube used by the Company and their prices
Table 5: Types of tires used by the Company and their prices
(VND) 42711GBGB20 TIRE REAR (2.5017 4PR) D1VPLFD 203,500
42711KFL891 TIRE REAR (2.7517 NR6) NKGE 271,700
42711KRS901 TIRE REAR (2.5017 4PR) T7D3T6T1D2W3TIJMO 218,900
Table 6: Types of chain kit used by the Company and their prices
H0640GBGB20 CHAIN KIT DREAM D2D1VPLFD 129,800
H0640KFL890 CHAIN KIT FUTURE NKGE 130,900
H0640KRS900 CHAIN KIT OLD WAVE QOMJI 130,900
H0640KTL640 CHAIN KIT NEW WAVE T7T5T4T3T2T1Y3Y2Y1
Table 7: Types of shoe set brake used by the Company and their prices
(VND) 06430GCE305 SHOE SET BRAKE D2D1VPOMLJIGFED 57,200 06430GCE910 SHOE SET,BRAKE D3D2D1VOMLJIGFED 68,200
06430KPH900 SHOE SET,BRAKE T7Y9Y8K6K5E6E5B1BR
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− Warranty: dealer shall issue each purchaser of a motorcycle with warranty certificate from HVN containing details of the motorcycle sold, the date of sale, the name and details of the purchaser and of dealer and the term of the warranty
− Periodical Inspection(PI): each motorcycle has six times PI, schedule :
✓ First: pervious 1 month and 1000km
✓ Second: 1month 1 day – 4 months or 1001km- 4000km
✓ Third: 4 months 1 day – 8 months or 4001km – 8000km
✓ Fourth: 9 months 1 day – 12 months or 8001km – 12000km
✓ Fifth: 12 months 1 day – 18 months or 12001km – 16000km
✓ Sixth:18 months 1 day – 24 months or 16001km- 20000km
− Repair: there is a list of prices; normal price is 50.000VND per hour.
Table 8: Minh Hien Company’s Balance Sheet (VND)
Long-term investments 730,788,652 343,526,200 Property, plant, and equipment
Current portion of long-term debt 1,500,000,000 1,500,000,000
Total Liabilities and Owner's Equity 6,486,326,763 4,542,804,576
Debt Ratio (Total Liabilities / Total Assets) 0.69 0.57
Current Ratio (Current Assets / Current Liabilities) 1.25 1.62
Working Capital (Current Assets - Current
Assets-to-Equity Ratio (Total Assets / Owner's
Debt-to-Equity Ratio (Total Liabilities / Owner's
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Table 9: Minh Hien Company’s Income Statement (VND)
For the Years Ending at Dec 31, 2010 and Dec 31, 2009
Sales revenue 69,686,566,783 69,586,661,063 (Less sales returns and allowances) 0 0
Cost of goods sold 68,728,591,025 68,943,797,198 Depreciation 150,018,428 79,546,900 Employee benefits 55,000,000 50,000,000 Furniture and equipment 45,000,000 40,000,000 Insurance 63,009,418 57,834,762 Interest expense 268,587,334 68,918,447 Maintenance and repairs 15,000,000 15,000,000 Office supplies 15,000,000 20,000,000
Rent 20,000,000 20,000,000 Research and development 20,000,000 20,000,000 Salaries and wages 242,000,000 180,000,000 Software 15,000,000 20,000,000 Travel 15,000,000 20,000,000
Net Income 81,815,297 37,483,749 Table 10: Minh Hien Company’s Cash flow Statement
Cash at Beginning of Year 835,138,093
Cash receipts from customers 80,630,965,729 Cash paid for
Inventory purchases (74,422,834,676) General operating and administrative expenses (4,441,296,436)
Net Cash Flow from Operations 1,236,209,048
Sale of property and equipment 0
Collection of principal on loans 1,247,029 Sale of investment securities 90,000,000
Purchase of property and equipment (539,162,452)
Making loans to other entities 0
Net Cash Flow from Investing Activities (447,915,423)
Repurchase of stock (treasury stock) 0
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Net Cash Flow from Financing Activities (1,300,000,000)
Cash at End of Year 323,431,718
Products and Services
Products: motorcycles, spare parts and accessories
Table 1: Types of motorcycles sold by the Company
SH 150cc 121,990,000 Proposed retail price (incl VAT)
SH 125cc 99,990,000 Proposed retail price (incl VAT)
PCX 58,990,000 Proposed retail price (incl VAT)
Air Blade FI 2011 (sport version) 37,990,000 Proposed retail price (incl VAT) Air Blade FI 2011 (standard version) 36,990,000 Proposed retail price (incl VAT)
LEAD (Special color: light gold) 35,490,000 Proposed retail price (incl VAT) LEAD (color: Red, Brown, white
,silver , gold) 34.,900,000 Proposed retail price (incl VAT) Click Play 2010 26,490,000 Proposed retail price (incl VAT) Click Exceed 2010 25,990,000 Proposed retail price (incl VAT) Future X FI – Cast disk 29,990,000 Proposed retail price (incl VAT) Future X FI – Disk 28,990,000 Proposed retail price (incl VAT) Future X – Disk 23,500,000 Proposed retail price (incl VAT) Future X – Drum 22,500,000 Proposed retail price (incl VAT) Wave RSX FI AT –Cast Disk 27,590,000 Proposed retail price (incl VAT) Wave RSX FI AT – Disk 26,590,000 Proposed retail price (incl VAT) Wave 110 RSX – Cast Disk 18,990,000 Proposed retail price (incl VAT) Wave 110 RSX – Disk 17,490,000 Proposed retail price (incl VAT) Wave 110 RS Cast Disk 17,990,000 Proposed retail price (incl VAT) Wave 110 RS Disk 16,490,000 Proposed retail price (incl VAT)
Super Dream 16,390,000 Proposed retail price (incl VAT) Wave 110 S – Disk 16,490,000 Proposed retail price (incl VAT) Wave 110 S – Drum 15,490,000 Proposed retail price (incl VAT)
Wave α 14,190,000 Proposed retail price (incl VAT)
Spare Parts: Groups of parts used most: Oil, Battery, Tube, Tire, Chain Kit, Shoe set brake
Table 2: Types of oil used by the Company and their prices
09ENOSJ1070C OIL SJ MB10W-30(SCT) 80,000
09ENOSJ1100C OIL SJ MB10W-30(SCT) 104,000
Table 3: Types of battery used by the Company and their prices
31500KRS901 BATTERY (12N53B) D3D2D1ONMLKJI 237,380 31500KTM971 BATTERY ASSY YTZ5S C5C4R2R1X4X3A8A7A6 308,000
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Table 4: Types of tube used by the Company and their prices
Table 5: Types of tires used by the Company and their prices
(VND) 42711GBGB20 TIRE REAR (2.5017 4PR) D1VPLFD 203,500
42711KFL891 TIRE REAR (2.7517 NR6) NKGE 271,700
42711KRS901 TIRE REAR (2.5017 4PR) T7D3T6T1D2W3TIJMO 218,900
Table 6: Types of chain kit used by the Company and their prices
H0640GBGB20 CHAIN KIT DREAM D2D1VPLFD 129,800
H0640KFL890 CHAIN KIT FUTURE NKGE 130,900
H0640KRS900 CHAIN KIT OLD WAVE QOMJI 130,900
H0640KTL640 CHAIN KIT NEW WAVE T7T5T4T3T2T1Y3Y2Y1
Table 7: Types of shoe set brake used by the Company and their prices
(VND) 06430GCE305 SHOE SET BRAKE D2D1VPOMLJIGFED 57,200 06430GCE910 SHOE SET,BRAKE D3D2D1VOMLJIGFED 68,200
06430KPH900 SHOE SET,BRAKE T7Y9Y8K6K5E6E5B1BR
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− Warranty: dealer shall issue each purchaser of a motorcycle with warranty certificate from HVN containing details of the motorcycle sold, the date of sale, the name and details of the purchaser and of dealer and the term of the warranty
− Periodical Inspection(PI): each motorcycle has six times PI, schedule :
✓ First: pervious 1 month and 1000km
✓ Second: 1month 1 day – 4 months or 1001km- 4000km
✓ Third: 4 months 1 day – 8 months or 4001km – 8000km
✓ Fourth: 9 months 1 day – 12 months or 8001km – 12000km
✓ Fifth: 12 months 1 day – 18 months or 12001km – 16000km
✓ Sixth:18 months 1 day – 24 months or 16001km- 20000km
− Repair: there is a list of prices; normal price is 50.000VND per hour.
Basic Financial Data
Table 8: Minh Hien Company’s Balance Sheet (VND)
Long-term investments 730,788,652 343,526,200 Property, plant, and equipment
Current portion of long-term debt 1,500,000,000 1,500,000,000
Total Liabilities and Owner's Equity 6,486,326,763 4,542,804,576
Debt Ratio (Total Liabilities / Total Assets) 0.69 0.57
Current Ratio (Current Assets / Current Liabilities) 1.25 1.62
Working Capital (Current Assets - Current
Assets-to-Equity Ratio (Total Assets / Owner's
Debt-to-Equity Ratio (Total Liabilities / Owner's
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Table 9: Minh Hien Company’s Income Statement (VND)
For the Years Ending at Dec 31, 2010 and Dec 31, 2009
Sales revenue 69,686,566,783 69,586,661,063 (Less sales returns and allowances) 0 0
Cost of goods sold 68,728,591,025 68,943,797,198 Depreciation 150,018,428 79,546,900 Employee benefits 55,000,000 50,000,000 Furniture and equipment 45,000,000 40,000,000 Insurance 63,009,418 57,834,762 Interest expense 268,587,334 68,918,447 Maintenance and repairs 15,000,000 15,000,000 Office supplies 15,000,000 20,000,000
Rent 20,000,000 20,000,000 Research and development 20,000,000 20,000,000 Salaries and wages 242,000,000 180,000,000 Software 15,000,000 20,000,000 Travel 15,000,000 20,000,000
Net Income 81,815,297 37,483,749 Table 10: Minh Hien Company’s Cash flow Statement
Cash at Beginning of Year 835,138,093
Cash receipts from customers 80,630,965,729 Cash paid for
Inventory purchases (74,422,834,676) General operating and administrative expenses (4,441,296,436)
Net Cash Flow from Operations 1,236,209,048
Sale of property and equipment 0
Collection of principal on loans 1,247,029 Sale of investment securities 90,000,000
Purchase of property and equipment (539,162,452)
Making loans to other entities 0
Net Cash Flow from Investing Activities (447,915,423)
Repurchase of stock (treasury stock) 0
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Net Cash Flow from Financing Activities (1,300,000,000)
Cash at End of Year 323,431,718
COMPANY STRUCTURE AND ORGANIZATION
The intern’s position of the student in company: Vice director and manager of the shop 2
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MISSION: ASSIGNED TASKS AND GOALS
Link between the Subject Matter and my Mission
− Ensure stores and convenient parking for customers
− Receive customers are receiving from the area in front of the store
− Ensure vehicles and customer assets protected by an attentive staff
− Ensure customers are greeted with a smile from the showroom door
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− Give customer good advices and provide full information about products
− Ensure the stages in the sales procedure is done quickly and accurately
− Information on registration, insurance, warranties are provided adequate
− Ensure all documentation is provided, the promotion is complete information
− Make sure items in the list of test vehicles are thoroughly checked and complete
− Explain the process of checking vehicles for customers
− Determine the customer's installation of the accessories if required
− Make sure all buyers are given fully safety driving instructions
− Ensure access to instructors and invited guests on the train
− Ensure control of the update client list instructions
− Ensure a good guidance for the plan of vehicle applications
− Ensure control of the update client list instructions
− Thank the customer for having bought motorcycles
− Do not forget to ask people to introduce new customers
− Protect to help customers get the vehicle thoroughly , to assist customers leaving the store safe
− Maintain checking thoroughly the items and explain to customers
− Verify the additional repair items for customers
− Ensure 100% customers are called to limit the invitation to check periodically
− Make sure the money was paid upon delivery vehicles
− Ensure the customer confirms all of the items to be repaired as required
− Confirm the additional items for free repair to the customer
− Ensure that all customers complaints are investigated and answered satisfactorily
− Ensure complaints and the resolving of complaints are reported and ask for instructions to guide and control
− Feedback immediately the complaints not resolved to Honda Vietnam's
IV Handing over the car and off guests
− Thank the customer for providing services or periodic testing
− Ensure customers are warmly received and attentively be heard
− Ask customers check and fill out the complete repair
− Check with the purpose to serve customers and update customer information in full
− Ensure skills to receive and listen to the chief mechanic are standard
− Ensure that chief mechanic checks and explain to customers understand and persuasive
− Price of spare parts and service for customers’ certification
− Ensure repair services are provided personnel quickly and accurately
− Ensure parts for repairs are provided quickly
− Be sure to comply with the warranty and warranty is available for the customers of goodwill
− Keep the car clean when the repairing, free car washed after milk
− Ensure customers have to purchased spare parts and accessories are with quotes
− Confirm prices of parts and accessories are always updated in time to change from Honda Vietnam
II Check inventory and ordering
− Ensure inventory data, the location of the spare parts are always updated correctly
− Ensure rapid picking the right parts needed to buy
− Ensure weekly ordering parts and putting emergency is always done properly
− Ensure all B | O for each customer are paid on time control
− Make sure the contacts with clients every day to pay B | O are fully implemented
− Investigate the causes of complaints about the parts, and satisfactorily explain them
− Ensure rapid picking of right parts needed to buy
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− Package in bags or to help customers if they brings goods home
− Thanks and recommend customers continues to buy parts and services for next time
V Preparation of reports and safety driving sales
− General sales results within the day (figure, model )
− Sum up the results of other activities such as: number of customers visiting the store, customers being sent letters, greeting cards, customers receiving the offer, customers being guided safety driving, testing
− Sum up the results of the services: repair, sales, customer numbers periodically checked against the plan
− Sum up outstanding issues unresolved, such as car repair, customer appointments
Sum up the complaints and settlement results
VII Prepare reports and spare parts
− The volume of sales and spare parts: service, retail (volume and revenue)
− General B | O day: the number of parts and customers
− General complaints parts of the day and settlement results
DEVELOPMENT
In order to improve business performance, some important phases have to be strengthened In term of service, the managerial capacity has to be improved
Firstly, rearrangement and restructure of organization need to be done This is proposed in the below chart
Main Tasks: Responsibilities of each staff and department need to be divided clearly to ensure that everything will be done according to procedures
− Manager in charge of: planning and operating every operation of service
− Chief Mechanist in change of: operating service area, understanding all activities, ensuring that all activities in accordance with procedures
− Receptionists has to: listen to all the requirements of customers
− Mechanist has to: directly perform service for customers
− Cashier has to: collect money of customers and provide information about services and genuine spare parts for the customers
− Accountant in change of: summarize repair forms and provide invoice for the customers
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Secondly, procedure of information usage to access to the customers need to be re- established It is reflected in the below chart
With the Introduction of the new procedure on customer data, it is easy to access the customers and advertise products in order to attract them to the shop The customers will satisfy with this change
Spare parts: it is very necessary to improve awareness of importance of spare part service
Contact with customers Reception and diagnostic
Fix update Use of daily data
Warranty and periodic Inspection (PI) Repair service
Explain the results of repair for customer
Presently, the existing inventory of spare parts cannot ensure minimum needs of the customers This means that repair service is limited Therefore, the manager has to do minimum reduction of the customers’ waiting time and promptly provide genuine spare parts for the customers who are waiting
It is very necessary to create a system to ensure that the spare parts are always available at any time if required
It is very important to make spare-part staff understand that the highest priority is to satisfy customers’ needs for spare parts and to increase the number of customers who are loyal to Honda brand name
Necessary spare parts always must be available to meet the customers’ needs at any time The need to improve customer satisfaction about spare parts:
The manager needs to establish standard inventory based on the customers’ satisfaction and expectation
Area A Low satisfaction, low expectation
Area A: Products and service which reach to high satisfaction of customers and their expectation are increased continuously
Area C: The customers are not able to surely have spare parts they need, even they do not have them after many requests
Therefore, spare part service need to harmonize with satisfaction and expectation of the customers and the shop needs to maintain this opinion
The need to improve managerial capacity of spare part sale data
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− To minimize large inventory for codes of spare parts of which the customers’ need is low ;
− To be easy for spare-part staff to find and collect products ;
− To help 5S activity to be implemented more easily
The need to re-establish the way to control and update inventory ;
At present, the simple control of sale data is based on the following formula:
Inventory = Initial inventory / period + Imported quantity / period – Sold quantity / period With this formula, the number of back orders of the customers will be lacked
The manager should review the formula as follows:
OO Number of orders sent to Honda Which were satisfied
BO Number of back orders on spare parts
BOC Number of spare parts which the shop did not provide to the customers
TDK= TD+ SLN-SLX+OO+BO-BOC
TDK= TC+OO+BO-BOC With the new formula, the shop will control the actual inventory and know the planned inventory Besides, the shop is able to control the number of orders and the number of spare parts which have not been provided for the customers
It is to re-establish the way to calculate order form of spare part
It is necessary Need to identify kinds of spare part with high and low rotation is:
The way to identify kind of spare part with high rotation is:
− To collect sale data within the latest 6 months ;
− To arrange the spare parts in descending order of spare part consumption ;
− To calculate percentage of consumption of each kind of spare part ;
− To calculate progressive percentage of each kind of spare part
E No need for 6 months No need
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Total 12591 Total Availability: TA=(OH+00)-BOC
For spare part with high rotation:: MAX: AMC*1 (4 weeks of sale)
For spare part with low rotation: Max: AMC*0.75 (3 weeks of sale)
TA> MIN: No need to order products
TA< MIN: need to order products
Re-establishment of sale procedure
Sale is the most important activity of shop to satisfy needs of the customers and decide effectiveness of business Therefore, it is very necessary to improve sale organization so that customers’ needs are satisfied over their expectation
Reception of customers Sale Counselling Trial running
Checking before delivery to customers
Service of registration and insurance
Payment and hand-out of documents
Instructions for usage, warranty and safe driving
The most important thing of all steps the of above procedure is that all staffs (not only sale staff) have to:
− smile warmly when receiving the customers;
− Receive all kinds of the customers politely and kindly, even if they do not buy anything (because they will be the future customers)
The need to standardize steps of sale procedure
The bodyguard is the first person who must making the customers satisfied When they go to the shop, the bodyguard has to greet, take their motor vehicles to the parking place and keep their helmet then, guide them to the show room
Receptionist has to politely welcome the customers and ask their purpose:
− To buy or see and then guides the customers to meet sale staff ;
− To repair or buy spare parts; and guides the customers to meet responsible staff Sale counseling:
Sale staff has to improve the following things:
− Actively access to the customers;
− Attentively listen and ask questions to understand the need of the customers
Sale staff has to improve sale skills based on the following factors:
− Features: main features of the products
− Advantages: Advantages of products as compared to the competitors
− Benefits: will bring to the customers
− Evidence: to prove advantages and interests of the products
The sale staff need establish the waiting list of customers, including collection of sufficient information of the customers about their full name, address, telephone number, model and colour which they want to buy
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Model Color Planned date of arrival
It is very important for customers to implement trial running because they can check quality and strong points of the motorbike This shows care of the shop for the customers and leads to their decision of motorbike buying
The manager has to intensify instruction for safe driving to ensure the customers’ satisfaction The following objectives need to be achieved:
− 100% customers buying motorbikes at the shop will receive counseling about safe driving ;
− 70% customers buying at the shop will be trained on practice of driving (RT)
The purpose of this activity at Head is to protect and satisfy the customers through providing knowledge and skills of safe driving They will be more safely to participate in the traffic
CONCLUSION
The company does business in the sector of trade and service, thus the most important factor for it to exist and develop is that the customers are always satisfied with quality of sale, service and spare parts
After-sales service is very important and it influences on sales, especially for motorbikes, which need standard maintenance and repair service to prolong their lifecycle It’s very important for the company to make the customers satisfied As for this reason, the shop has to provide this service effectively, following the strict standard The shop must also provide the customers with good service to promote the sales
The most crucial thing of the service is that the shop could occupy the customer’s belief and ensure that their needs will be satisfied by: providing quality products and providing better services
It is also very important for the company to ensure stable management The company should comply with the following procedure: planning, plan implementation, checking and putting all activities of service into operation
The company should continuously improve quality of service by:
− Creating friendly, clean and pleasant working environment
− Arranging working place and service equipment to achieve maximum effectiveness ;
− Serving the customers quickly and friendly
− Repairing products correctly and exactly
− Maintaining spare part inventory with high rotation
The image of the shop is very important If it is clean, bright and friendly, the customers will be satisfied This can lead to that they will trust in its services and introduce their relatives and friends to the shop
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To be sure that the customers who bought motorbike at the shop will go back to use its services or and buy more motorbikes, the company need to get their trust on quality of products and trust in repair and maintenance by the shop Spare parts cannot be apart from repair and maintenance services If the shop lacks one of these, the company will lose the customers
High quality products High quality services
Quick and exact estimation of costing for repairing
Chief mechanist has to get technical knowledge about motorbikes
Be able to counsel techniques and repair the customers’ motorbikes
Listen attentively their requests and explain clearly repairing for them
Equipment in the workshop is arranged properly and environmentally
Separate waiting area for the customers
The inventory of spare parts directly influences on service quality of the shop and affects to the customers’ evaluation on its product
The most important factor, which ensures customers’ satisfaction of spare parts is that the necessary spare parts with high rotation are always available in the storage to meet their needs at any time
Customers’ satisfactions should be got through providing good products and services for the customers
Long-term attraction of customers
Offer and services for customers
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Each sale staff of the shop has to understand and improve daily awareness of customer satisfaction All of the customers are served and cared devotedly to satisfy and get their belief Since then, the company’s business will be easier
The principles of work, which the sale staff must know, are that customer’s satisfaction and customers’ opinion is of first consideration The company can makes a customer satisfied when it understands thoroughly his/her expectation and its business only really starts after the sale staff has sold sells its products
When a customer is not satisfied with the motorbike and services of the shop, he/she bought it is very difficult to convince him/her to exchange the new one at the shop and it is extremely difficult if it wants this customer to introduce more customers or buy more motorbikes at the shop
Sales and after-sale services
Stop buying Bad news has wings
Customers trusts in the shop
The most important thing of safe driving is to contribute partly to development of safe traffic in the society Therefore, the shop not only provides safe products but also provide knowledge and skill about safe driving for customers
Main objectives of promotion of safe driving:
− To promote the safety focusing on human ;
− To disseminate knowledge of safe driving to all customers ;
− To improve awareness and knowledge of safe driving for all customers
Some functions of the shop, i.e.: are sales, after-sale service and spare parts will help the customers feel secured and satisfied as well as make them trust in and loyal to the shop
Instruction for usage and safe driving
Need repair and replace spare parts
Reasonable price of spare parts
High quality service & reasonable cost for service
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Each above function is very important It not only brings actual benefits to the shop but also strengthens its prestige and brand image of the shop as well as improves the belief and loyalty of the customers
All activities of the shop have to focus on customer satisfaction
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Table 1: Types of motorcycles sold by the Company 3
Table 2: Types of oil used by the Company and their prices 4
Table 3: Types of battery used by the Company and their prices 4
Table 4: Types of tube used by the Company and their prices 5
Table 5: Types of tires used by the Company and their prices 5
Table 6: Types of chain kit used by the Company and their prices 6
Table 7: Types of shoe set brake used by the Company and their prices 6
Table 8: Minh Hien Company’s Balance Sheet (VND) 7
Table 9: Minh Hien Company’s Income Statement (VND) Error! Bookmark not defined.
Table 10: Minh Hien Company’s Cash flow Statement 10
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