In part 2 we actually discussed about how counterhand maneuver market information to get the business done while the usage of parts number is not clearly interpreted. So now we start over again on the 6 scenario for clearer understanding of the usage of parts number.
Before we proceed, we needs to know that customers expect counterhand to answer their inquiry immediately, they are not the purchaser siting in office and wait for quotation but mechanics or vehicle owners chasing with time to generate profit from their truck. Most of them communicate using harsh word in daily life, if apprentice take prolonged time to check for availability of stock, customers will mock or berate the apprentice; or even switch to others parts shop. To avoid this scenario, a qualified counterhand will need to memorized the correct parts number and call out the stock status from their computer immediately.
Scenario 1: Customer ask for 1 unit Genuine parts for XXX engine. Counterhand check computer and confirm no stock. So they call to Principal's office to check for availability by providing the Genuine parts number and get feedback from Principal office immediately.
What will happen if counterhand don't know the parts number? Counterhand will tell the receptionist that they are looking for piston ring for XXX engine. Most of the receptionist at principal don't have the expertise to check for the correct number, they only able to check for stock status when parts number is given. So they record down the information given by counterhand and pass to parts manager to follow up. If parts manager is in meeting, the counterhand will needs to wait until the meeting end ...sometime...for whole day.
Scenario 2: Counterhand intend to sell OEM A to customer. They know the parts is available in their warehouse but they forgot the parts number of OEM A. So they needs to find out the correct parts number by refer to cross reference list in the catalogue of OEM A. At this point, Genuine parts number is necessary to get the correct OEM number, they cannot refer to XXX engine in OEM catalogue to get the parts number because XXX engine may have different variant of piston ring where the specification is not interchageable.
Scenario 3: Counterhand want to buy back OEM B (loose) from rival parts shop. But there are no cross reference list between OEM A and OEM B. So counterhand will needs to provide Genuine parts number to their rival to get the correct parts. If found wrongly ordered after open the packing, they are unable to return it to their rival and the parts will become dead stock.
Once OEM B is sold and confirmed correct, counterhand will record down the parts number of OEM B in their hand book for future reference. Next time when they want to buy, it is not necessary to mention Genuine parts number to their counterparts for checking in cross reference list of OEM B but direct spell out the parts number of OEM B to enquiry for stock availability.
Scenario 4: Counterhand inadvertently provide wrong Genuine parts number to rival parts shop when enquiry about OEM B, so their counterparts unable to find correct information in cross reference list in catalogue of OEM B. Therefore counterhand hard sell OEM A to customer, customer not afford to buy and visit to rival parts shop. Rival parts shop able to provide OEM B because their counterhand know the correct Genuine parts number.
Scenario 5: Counterhand buy counterfeit to fulfill customer demand. The parts number of counterfeit is own created parts number with minor amendment from Genuine parts number. Counterhand needs to know the different as to avoid wrongly order in future when they need to procure Genuine parts. They will record down this information in their handbook also.
Scenario 6: Customer want to buy Genuine parts from rival parts shop without notice it is counterfeit. Counterhand needs to retain this customer by informing that the parts is counterfeit. To convince customer, counterhand needs to explain the different of Genuine and counterfeit in details...from the colour or packing to the minor different in parts number.
Without the ability to call out correct parts numbers, counterhand are unable to conduct business in fast and effective manner. The parts number of OEM B and counterfeit that they record down in handbook during business transaction is their core competitiveness in parts market to growth sales and retain customers. Without the complete information of OEM B and counterfeit, counterhand may lost their customer permanently. It required long experience at the retail counter to accumulate these information and therefor the handbook is dubbed as "secret and precious book".
Comments