Ans. Consumer Durable can be broadly classified into three categories depending upon their price and usage. These are: White Goods, Brown Goods, Shiny goods and Fast Moving Consumer Goods.
Ans. Home appliances are electrical/mechanical machines which accomplish some household functions, such as cooking or cleaning. Home appliances can be classified into:
Ans. White goods are major household appliances and may include air conditioner, dishwasher, clothes dryer, drying cabinet, freezer, refrigerator, kitchen stove, water heater, washing machine, , microwave ovens and induction cookers.
Ans. Brown goods/small appliances are typically small household electrical entertainment appliances such as: TV sets, CD and DVD players, camcorders, still cameras, clocks, alarm clocks, video game consoles, HiFi and home cinema, telephones and answering machines
Ans. Consumer electronics are electronic equipment intended for everyday use, most often in entertainment, communications and office productivity. Products include personal computers, telephones, MP3 players, audio equipment, calculators, GPS automotive electronics, digital cameras and players and recorders using video media such as DVDs, VCRs or camcorders etc.
Ans. Fast-moving consumer goods (FMCG) or consumer-packaged goods (CPG) are products that are sold quickly and at relatively low cost. Examples include non-durable goods such as soft drinks, toiletries, over-the-counter drugs, toys, processed foods and many other consumables.
Shopping products generally involve more time, cost and efforts from the consumers part as they are considered as a higher risk proposition by the consumer. Before buying any product, a prospective customer will have a look at all different brands, products and product features. Once the customer knows what kind of features he is looking for, he would compare the costing of each brand. Finally after he has been convinced of one particular product and its value for money, he will go ahead with the purchase.
As per the Bureau of Indian Standards, ISI and BEE standards are associated with electronic products.
It is advisable to take the following precautions :
Ans. A warranty is usually a written guarantee for a product and declares the maker's responsibility to repair or replace a defective product or its parts. A guarantee is an agreement assuming responsibility to perform, execute, or complete something and offering security for that agreement. However, companies generally offer only warranty for their products
Ans. After sales service refers to various processes that make sure customers are satisfied with the products and services of the organization. The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In the current scenario, positive word of mouth plays an important role in promoting brands and products.
Ans. After sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. Customers start believing in the brand and get associated with the organization for a longer duration. They speak about the organization and its products. A satisfied and happy customer brings more individuals and eventually more revenue for the organization. A good post sale service plays a pivotal role in strengthening the bond between the organization and customers.
Ans: The various kinds of after-sales support may consist of the following:
Onsite warranty means "Service at the door Step”. The respective company will send its technician to your house or designated place to repair the product. If it is not repairable then he takes the product to the service center or lab for repairing. (for example washing machine, refrigerator, TV). The laptop may have either onsite or offsite warranty.
Offsite warranty means if there is a problem in the product, then, the consumer is expected to take the product to the site where manufacturer is located and get it serviced /repaired. (For example, mobile handset and mixers)
Extended Warranty means an extension of the coverage period on a standard warranty. With an extended warranty, the consumer is able to extend the time that the producer is liable for issues. Consumers are often given the option to include the additional coverage either at the time of purchase or when the standard warranty is going to expire.
Ans: There are three types of service centers:
a. Company owned and managed Service centre which are exclusive and usually available in major cities. Company owned centre and franchisees are liable to the company and in case of any issue with the service centre, complaint can be made to the company. These centers have common application to enter the complaint and issue the work order which is accessible to the respective company, can check the status of the complaint
b. Company authorized franchisees / Service centre, which are third party administrator and associated with the company. In case of any issue with the local service centre, the complaint cannot be taken up to the company and the same has to be dealt with the service centre only.
C.Local Service centre who don’t belong to company and can offer services for more than one company.
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