Product
development:
Companies
develop new products, or improve them to keep up with customer needs
and demands. However, a company must first develop a plan for their
products to move them from the idea stage to the store shelf.
So
the product is one of the 4 Ps of marketing and there are several
factors that are involved in the development of a new product.
First
of all, it is crucial to know who had the idea and if the new product
will fit into the existing range? An also very important point is to
define if you have the resources and the equipment for this product.
Furthermore you must decide how much the product will cost and how it
can be promoted and distributed.
Before
you can introduce a product you must do market research and technical
or scientific research. The design of your product is also very
important and you must choose an attractive packaging. The size,
weight, materials and the features of the product are important
components in this phase. When you have made all these decisions you
can create prototypes. These mockups should be tested by consumers
and if everything is fine, the end product can be produced.
It
is essential to inform the staff about the new product and that needs
training. The staff should know what the features of the new product
are and what the benefits are for the customer. Improvements and how
the new product is competitive should also be included in the staff
training.
Marketers
often use data form surveys to develop a target group.
Only
when all these points are fulfilled you can consider how the product
should be distributed. You can use several distribution channels e.g.
retailers, wholesalers, distributors or direct marketing via
e-commerce.
Complaint
Dear
Mr Schneekotter
Our
order no. 12/K2 for 50 Alpina Star snowboards has still not been
delivered, although it was due within 2 weeks of date of order by 28
May.
We
would be grateful if you could look into what has gone wrong and
inform us on the details. Please also advise us on when we can expect
delivery. We would be glad if you could do this at once, as we have
several outstanding orders of our own.
Many
thanks for your efforts and we look forward to hearing from you in
soon.
Yours
sincerely
Reply
to a complaint
Dear
Mr Schmitz
We
are sorry to hear that your order no AF/45999/06 has still not
arrived.
The
goods left our stores on 12 October by ship. We have been in touch
with the shipping company regarding this delay and we have been
informed that delivery was delayed due to production difficulties so
the ship was forced to wait.
We
are glad to let you know that the goods will arrive by the end of
this week at the latest.
We
apologize for this and hope the goods will be delivered by the
revised date.
Yours
sincerely
Dear
Wendy
We
are sorry to note that you have had reason to complain about order
no. 4529/LB/06. Christine is on a three day business trip and is
therefore not available.
Nevertheless,
I have initiated the check up on the packaging list and expect the
results by this morning.
I
will get back to you soon as I have the details. We request your
understanding and patience on this matter and are sorry for any
inconvenience caused.
All
the best
Reminder
Dear
Mrs Spiegl
We
are sure that you have overlooked the enclosed invoice for $556.55.
As
we have received no complaint from you, we assume that the
consignment was in order.
We
would be grateful if you could settle the invoice within the next few
days.
If
you have settled this invoice in the meantime, please ignore this
reminder.
Invoice
89/K/9663
Dear
Mr Frank
We
are disturbed at having to write to you about our unpaid invoice, but
we have already phoned you about it without any reaction on your
part.
Perhaps
you have a legitimate cause for not meeting your obligation. If you
are dissatisfied with the consignment of tents, please contact us at
once and we will look into the matter.
If
this is not the case, however, then we must insist that you send us
your payment without further delay.
With
best wishes
Wrap
rage:
Today
modern packaging is often hard to open. This is caused by criteria’s
that companies must fulfil, such as that goods shouldn´t be damaged
during transport and items should be sterile. It is also important to
make dangerous products child-proof. For this reasons firms make
blister packs and they often use welded plastic. Especially seniors
hurt themselves when opening items. They try to open the products,
for example cheese packages, medicine bottles, milk or juice cartons
by tearing and cutting into the wrapping with scissors and knives.
Another problem is that people often get frustrated when they cannot
open the packaging and this also leads to injury. However, companies
react to the customer complaints and try to create more
consumer-friendly packaging. I think this is important because
otherwise customer will not buy the goods anymore.
Customer
Support:
A
lot of companies expect from their staff specific performance
standards. To learn these standards, employees must do special
trainings.
They
learn to answer calls within three rings, treat the customers
politely and be helpful, as well as identify the customer´s needs by
asking questions and provide the information that is needed. If you
cannot oblige, escalate the problem to your supervisor. Tell the
customer that the matter will be placed in hand and keep any promise
that you make. Also keep a record of the main points of the
conversation and make it simple. The most important thing is active
listening. Don´t interrupt the customer except for clarifying
questions. For example: Do you mean that? Summarize what the customer
has said and don´t argue or excuse. Apologize and say that you are
sorry for any inconveniences that may have been caused. Always finish
with a positive outlook. These are the most important things you must
consider when you handle a customer. In a face-to-face conversation
maintain eye-contact and focus on open body language. But you will
learn all these skills in special training.
Good
examples for customer support are call centers. The working
conditions in a call center are often hard and you need good typing
speed. Although jobs in call centers are very popular especially in
Asia and India because of good wages, comfortable working conditions
and genuine promotion prospects. If you want to work in a call
center, you must be highly educated. It is very important to speak
very good English as well as have a good computer literacy and
marketing skills. Good communication and listening skills are
essential and you need to be patient, polite and good mannered. So
you can earn six to ten times more than the average wage. In special
trainings as mentioned above, employees are taught call centre
terminology, slang training and listening skills. You should always
be neutral and helpful. In some sectors persuasion and management
skills are further needed. After three or four years, depending on
your skills and results, you can become a supervisor. But you can
also work in another sector if you want.
Opinion:
First
of all there are many negative facts to mention about call centers.
For example many people are exploited and there are often horrible
working conditions. They must answer their calls within three rings
and they are often monitored and they must work in small cubicles.
The doors are often locked and a lot of people get sick of this
stressful work. The wages are often low and you must buy your own
headset. Employs change their names because this makes things easier
for people from Britain for example at the other end of the line. On
the other hand the big positive point is that they have a job and
earn money. When companies from the USA outsource their firm to
poorer countries like India, they generate jobs. This is very
important because otherwise these people have no money and cannot
finance their lives. All in all the conditions in call centers is
improving because no company wants to have the image of a
“sweatshop”. The cubicles get a better interior and daylight for
examples. Furthermore work is becoming more flexible and
sophisticated because there are often high educated people who earn
more money and they don´t accept this horrible working conditions.
Product
development:
Companies
develop new products, or improve them to keep up with customer needs
and demands. However, a company must first develop a plan for their
products to move them from the idea stage to the store shelf. So the
product is one of the 4 Ps of marketing and there are several factors
that are involved in the development of a new product. First of all,
it is crucial to know who had the idea and if the new product will
fit into the existing range? An also very important point is to
define if you have the resources and the equipment for this product.
Furthermore you must decide how much the product will cost and how it
can be promoted and distributed. Before you can introduce a product
you must do a market analysis and technical or scientific research.
The design of your product is also very important and you must choose
an attractive packaging. The size, weight, materials and the features
of the product are important components in this phase. When you have
made all these decisions you can create prototypes. These mockups
should be tested by consumers and if everything is fine, the end
product can be produced. It is essential to inform the staff about
the new product and that needs training. The staff should know what
the features of the new product are and what the benefits are for the
customer. Improvements and how the new product is competitive should
also be included in the staff training. Marketers often use data form
surveys to develop a target group. Only when all these points are
fulfilled you can consider how the product should be distributed. You
can use several distribution channels e.g. retailers, wholesalers,
distributors or direct marketing via e-commerce. These are the most
important points to a successful development of a product.
Careers:
First
of all it is very important to find out your true passions and the
reasons why you love these and where they come from. After you know
your true passions you can brainstorm how to include your identified
passions in your everyday life. This can take place in a creative
way, such as by making a mind map and putting up this mind map in
your room. It is important to talk to experts of the areas you are
interested in and get as much information as you can. With this
information you have a good overview of your passions. Take small
risks and move toward your long-term goals step by step. Define your
obstacles and find ways to overcome them. This is a very important
point because people often have doubts about themselves. These must
be overcome otherwise you can´t go to the next step. Then you should
build a network of people who support and inspire you. When you have
someone standing behind, you everything gets easier. Define your
definitions of success and failure new and look for a more positive
and optimistic approach. Make a plan and create structure. It is
necessary to think about your future and define your aims. Start to
act now and don´t wait for the “right” moment. I think this is
the most important point of all because everybody likes to postpone
thins. You should believe in yourself and communicate your ideas and
goals, so you can let them grow.
Order
Dear
Mr
Thank
you very much for the illustrated brochure and the quotation of 10
May, which we have studied very carefully.
We
are pleased to enclose our Order No. KF-74. The prices of the ladies´
watches meet our expectations.
However,
we ask you for a discount of 8% for the men´s models because there
are a lot of other similar models on the market sold at a lower
price.
The
goods must be shipped by June 30 at the latest, otherwise the order
will be cancelled. Alternatively acceptance of the consignment will
be denied after the indicated date.
Payment
will be made within 8 days on receipt of invoice less a cash discount
of 3%.
Thank
you again for your trouble, and we look forward to receiving the
consignment in due course.
Yours
sincerely
We
would to place an order for the following items (your quotation of 10
May):
As
agreed, the prices are US $ 1,200 each less 7% quantity discount to
the trade. We know that you supply first orders for overseas
customers against payment by c.i.l.c. and so we have instructed the
CA Bludenz to open a L/C for US $ 56,000 in your favour, valid until
30 June. This L/C will be confirmed by the CA, New York. You can draw
on this amount by sight draft within the mentioned time. Please
enclose the following documents: invoice (in triplicate), B/L (in
triplicate), freight insurance police (in duplicate), certificate of
origin (in duplicate)
Please
fax us your dispatch note. We expect delivery by 20 June as agreed.