This document discusses the importance of after-sales service for companies. It notes that 77% of Indian consumers will not make a repeat purchase or continue with a company's services after a bad customer experience. Additionally, 76% of Indian consumers are willing to pay 11% more for excellent customer service. The document also outlines some key principles for after-sales service processes, including problem resolution timelines, supplier management, reporting techniques, and escalation processes. Overall, it emphasizes that quality after-sales service leads to customer satisfaction, repeat purchases, and positive word-of-mouth advertising.
after sales service power point presentation on travel agency Priya Bora
a small description on after sales service in a travel agency and to find its usage plus techniques used by a basic travel agency agent . through this power point presentation it will be helpful for the students to understand after sales service in a very efficient manner in easy language
after sales service power point presentation on travel agency Priya Bora
a small description on after sales service in a travel agency and to find its usage plus techniques used by a basic travel agency agent . through this power point presentation it will be helpful for the students to understand after sales service in a very efficient manner in easy language
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTHTotango
Customer Success Summit 2015 breakout session:
Presented by: Jeff Cann, Sr. Director Client Experiance, Sysomos
Whether you already have an Customer Success team up and running or are starting to build and deploy your team, this presentation will provide actionable and tangible insights on success for customer success teams that can be implemented for 2015.
Key takeaways:
Driving Customer Success through Employee Success
High Tech, High Touch and the Customer Lifecycle
How the “Magic Number” can drive visibility and results
Product Knowledge is a better understanding of the product or services offered by a firm that includes gathering information about the characteristics, functional features and use of the offerings. Product knowledge leads to better penetration of the product information to the potential customers.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTHTotango
Customer Success Summit 2015 breakout session:
Presented by: Jeff Cann, Sr. Director Client Experiance, Sysomos
Whether you already have an Customer Success team up and running or are starting to build and deploy your team, this presentation will provide actionable and tangible insights on success for customer success teams that can be implemented for 2015.
Key takeaways:
Driving Customer Success through Employee Success
High Tech, High Touch and the Customer Lifecycle
How the “Magic Number” can drive visibility and results
Product Knowledge is a better understanding of the product or services offered by a firm that includes gathering information about the characteristics, functional features and use of the offerings. Product knowledge leads to better penetration of the product information to the potential customers.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
Brian Miller, a solicitor and partner at Stone King LLP, goes through the new changes in the law as of 1 October 2015 which all businesses and organisations who deal with consumers need to know to ensure they are legally compliant.
Successor Liability Issues – Unemployment and COBRASmithhaughey
Attorney Jonathan J. Siebers tackles the subject of Unemployment Tax clearances and issues surrounding business transactions in the latest Dual Business Meeting hosted by the Michigan Business Brokers Association.
Takeaways:
The basics of unemployment successor liability
The UIA Forms
COBRA
On 25 September, Michael Jerabek from the Australian Competition and Consumer Commission addressed the MDCC about such topics as small businesses & the Competition and Consumer Act, advertising & selling, social media and much more.
Risk Apportionment in the Purchase and Sale TransactionNow Dentons
In this presentation, FMC’s Leanne Krawchuk discusses risk apportionment in the purchase and sale transaction, including:
- Representations and Warranties
- Indemnity Clauses and Limitations
- Purchase Price Adjustments and Holdbacks/Escrow
- Maximize the Value Proposition
- Due Diligence
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
2. Why After Sales Service ?
• Economic Times :07-07-2010 India
77 per cent of Indian consumers asserting that they will NOT
make a repeat purchase or continue with a company's services in
case of a bad experience
3. Economic Times :07-07-2010 India
"Customers want and expect high-quality service, especially as
they focus on getting good value for their money in a difficult
economic environment, and are willing to spend more with those
that deliver excellent service -- suggesting substantial growth
opportunities for businesses that get customer service right,"
American Express VP & GM ( World Service India)
Pradeep Kapur
4. Economic Times :07-07-2010 India
• As per the findings of the American Express Customer Service
Barometer, 76 per cent of Indian consumers are ready to shell
out 11 per cent more for excellent customer service. In
fact, 67 per cent of consumers have paid more for a product or
a service of a company with a good history of customer service.
5. Economic Times :07-07-2010 India
86 per cent of the consumers are READY TO GIVE A SECOND
CHANCE to companies with a good track record EVEN AFTER
A POOR EXPERIENCE
6. Economic Times :07-07-2010 India
While the buying decisions of 89 per cent of Indian consumers
are influenced by convenience and 90 per cent of them attach
importance to value-for-money propositions, the majority of
consumers (90 per cent) make their purchases based on the
quality of customer service
7. Economic Times :07-07-2010
• If the company is successful in satisfying its customers in terms
of service, it gets the benefit of word-of-mouth publicity.
About 95 per cent of consumers give positive reviews about
companies in case of good service in contrast to 77 per cent
who speak negatively after a poor experience
8. Aim and Objectives
After the session is over ,you should be able to
• Explain the difference between Customer Service &After Sales
Service
• Describe how After Sales Service works
• Describe the role and functions of Marketing,Logistics ,Finance
and Retail
• Outline Reporting Technique and Escalation Matrix
• Understand Steps for Process improvement
9. Customer Service Vs After Sales Service
• CUSTOMER SERVICE :
Customer service is the provision
of Service to Customers before, during and after a purchase.
• AFTER SALES SERVICE :
Periodic or as required MAINTENANCE or REPAIR of
EQUIPMENT by its MANUFACTURER or SUPPLIER ,during or
after a WARRANTY PERIOD
11. Facts
• After sales issues are very expensive unless carefully
controlled
• The cost of an exchanged product is ALMOST ALWAYS
SUBSTANTIALLY MORE THAN THE SELLING PRICE
OF THE GOODS
14. the battery did not charge even after I inserted it
into the laptop
15. General Principles
The most common issue for customers is the LENGTH OF TIME
that it takes to resolve their problems
16. Legal Aspects I KNOW MY RIGHTS
• What rights do customers actually have?
• What is the significance of a retailer or manufacturer
guarantee?
• Who is responsible for refunds, repairs and replacements?
18. Sale Of Good act 1930
In this Act, unless there is anything repugnant in the subject of
content
1. „buyer" means a person who buys or agrees to buy goods
2."delivery" means voluntary transfer of possession from one
person to another.
19. Sale Of Good act 1930
• Sales Contract?
A contract of sale is made by an offer to buy or sell goods for a
price and the acceptance of such offer. The contract may
provide for the immediate delivery of the goods or immediate
payment of the price or both, or for the delivery or payment
by installments, or that the delivery or payment or both shall
be postponed
20. Sale Of Good act 1930:Price
The price in a contract of sale may be fixed by the contract or
may be left to be fixed in manner thereby agreed or may be
determined by the course of dealing between the parties
Where the price is not determined in accordance with the
foregoing provisions, the buyer shall pay the seller a reasonable
price. What is a reasonable price is a question of fact
dependent on the circumstances of each particular case.
21. Sale Of Good act 1930 Condition and Warranty
A stipulation in a contract of sale with reference to goods which
are the subject thereof may be a condition or a warranty
A warranty is a stipulation collateral to the main purpose of the
contract, the breach of which gives rise to a claim for damages
but not to a right to reject the goods and treat the contract
as repudiated.
22. Sale Of Good act 1930 damage for non delivery
• Where the seller wrongfully neglects or refuses to deliver the
goods to the buyer, the buyer may sue the seller for damages
for non-delivery.
23. Sale Of Good act 1930 damage for non acceptance
• Where the buyer wrongfully neglects or refuses to accept and
pay for the goods, the seller may sue him for damages for non-
acceptance
24. Reasonable time a question of fact
• Where in this Act any reference is made to a reasonable
time, the question what is a reasonable time is a question of
fact.
25. Sale Of Good act 1930 remedy for breach of warranty
Where there is a breach of warranty by the SELLER, or where
the BUYER elects or is compelled to treat any breach of a
condition on the part of the seller as a breach of warranty, the
buyer is not by reason only of such breach of warranty entitled
to reject the goods
26. Sale Of Good act 1930 remedy for breach of
warranty
Buyer may Sue the seller for damages for breach of warranty
27. Sale Of Good act 1930 damages for non delivery
• Where the seller wrongfully neglects or refuses to deliver the
goods to the buyer, the buyer may sue the seller for damages
for non-delivery
28. Sale Of Good act 1930 Buyer not bound to return rejected goods
Unless otherwise agreed, where goods are delivered to the buyer
and he refuses to accept them, having the right so to do, he is
not bound to return them to the seller, but it is sufficient it
he intimates to the seller that he refuses to accept them
29. How stoppage in transit is effected
• Whether notice of stoppage in transit is given by the seller to
the carrier or other bailee in possession of the goods, he shall
re-deliver the goods to, or according to the directions of, the
seller. The expenses of such re-delivery shall be borne by the
seller
30. INTEREST BY WAY OF DAMAGES AND SPECIAL DAMAGES
• Nothing in this Act shall affect the right of the seller or the
buyer to recover interest or special damages in any case
whereby law interest or special damages may be recoverable, or
to recover the money paid where the consideration for the
payment of it has failed
31. In the absence of a contract to the contrary, the Court may award interest at such rate
a it think fit one the amount of the price
• to the seller in a suit by him for the amount of the price.-
from the date of the tender of the goods or from the date on
which the price was payable.
• to the buyer in a suit by him for the refund of the price in a
case of a breach of the contract on the part of the seller- from
the date on which the payment was made
33. Exchange
„Dead on arrival‟ (DOA)
almost all retailers will allow an exchange if the goods are
damaged or not working when they are delivered.
34. Suppliers:3 types
Big Brands :Tell the retailers what to do and will not generally
deviate
Medium Sized Companies will try to accommodate the retailers and
try to retain enough margins to enable a fairly flexible policy
on returns
Original Equipment Manufacturer(OEM):Operate on Bought Out
Guarantee retailer not worried about “a few exchanges”
35. Repair
What this means in practice ?
A customer can demand a replacement rather than a repair or
refund during the first six months after purchase unless the
retailer can prove that the goods did indeed conform to
contract, or unless the retailer can prove that a repair can be
carried out quickly and at substantially less cost
37. GUARANTEE
• AGREE to be responsible for another's debt or contractual
performance if that other person does not pay or perform.
• Usually, the party receiving the guarantee will first try to
collect or obtain performance from the DEBTOR before trying
to collect from the one making the guarantee (GUARANTOR)
• The promise to pay another's debt or fulfill contract obligations
if that party fails to pay or perform
• A Promise To Make A Product Good If It Has Some Defect
40. What do Customers Want?
Almost everyone in Business is trying to figure out What do
Customers Want?
The answer is generally very simple
a good-quality product, and to be treated fairly if there is a
problem with the product.
That‟s easy, then, so why does it go so wrong?
41. so why does it go so wrong? …
• Ironically, if the various consumer protection acts were a little
clearer and more definitive then customers would probably be less
demanding
• Some of the biggest reasons are
• 1.Fear :What if our competitor knows it and apply the same ?
• 2.Lack of understanding :marketing department hardly knows how
the after sales work and vice versa
• 3.A belief or understanding that their capabilities are perhaps less
than perfect
42. Back Bone of After Sales service
• Fast response to problem resolution
• Dependability
• Flexibility
• Diagnostics and first-time fix rate: simple to use self-help
procedures
• Compromise
An ability and a willingness to meet customers halfway is a very
powerful asset in after sales care
43. Back Bone of After Sales service
Information
Resolution timescales
To generate real credibility, companies must publish and stick to
set timescales for time to complete
44. What do Sales People Want?
Essentially, sales staff want the same things that customers want
45. PROCESS DESIGN
5 keys
ONE check basic functionality
TWO collect all accessories
THREE make sure that the customer has contacted the service
desk
FOUR check guarantee validity
FIVE Check for misuse
49. Problem Resolution Timeline
• REASONABLE TIMESCALES
• TIME TO RESPOND –ensure a prompt response(Call Centre)
• FIRST-TIME FIX: realistically it is usually not possible for a
repairer to visit immediately(Electrical :20-60%,Furniture
:80-90%)
50. REAL SCENARIO : CUSTOMER SCALE OF TOLERANCE
• Day 1 :Customer Frustrated but understanding
• Day 2 to 7:mildly agitated
• Day 8 to 14:geninely frustrated ..regular calls
• Day 15 to 21:Losing patience
• Day 22 to 30:Agry Customer and calling everyday
• Day 29 and Over :Furious and threats of legal action
52. Supplier Management
This is the area that most retailers get wrong:
„It‟s all your fault‟
„It‟s not our fault‟
53. Questions Retailers ask….
customer name
customer address
customer telephone number
brand
model number
product group
date of purchase
date of delivery (if major difference)
date of exchange
fault history
most recent fault description
reason for exchange
54. Questions Retailers ask….
delivery number (if appropriate)
consignment number (if available)
store or outlet name/number
name of person requesting exchange
store authority number
In Home or In Store
date of collection
replace or refund
repairer name (if appropriate)
Supplier Management and Reverse Logistics
age when exchanged (days)
supplier exchange reference number.
55. Questions supplier ask….
• How old it is?
• What went wrong?
• Why it was replaced?
• What was the background to this and why was it not simply
repaired?
• Under what authority the retailer is expecting to return it to
the supplier?
63. Work It out
• Exchange costs – non-bought out guarantee
• Exchange costs – with bought out guarantees
• Repairs costs – non-bought out guarantee
• Repairs costs – with bought out guarantees
• Combined costs
• Exchange costs – potential savings
• Repair costs – potential savings
• Net projected savings
64. Beyond Economic Repair(BER)
State of a repairable item where its estimated repair
cost significantly exceeds a certain percentage (typically
80 percent ) of its replacement value
65. Dead on Arrival (DOA)
(Medical) Dead on arrival or D.O.A. (also dead in the field) is
a term used to indicate that a patient was found to be
already clinically dead upon the arrival of professional medical
assistance, often in the form of first responders such
as emergency medical technician. paramedics or police
D.O.A. is also frequently used as slang to indicate a new item
that was received broken, or that an idea or concept is a
nonstarter
68. Original Equipment Manufacturer(OEM)Bought Out Guarantee (BOG)
Goods direct from the factory gate
OR
Through a handling agent
OR
distributor for their ENTRY PRICE POINT and BUDGET SALES
LINES
guarantee is sacrificed in exchange for higher margins (ie the
buying-in price is reduced)
69. Supplier Specification
• Dimensions
• General properties
• Colors
• Transport conditions including packing within containers
• Boxes and protection
• Consignment size and make-up
• Parts and accessories
70. EXTENDED Warranty
3 key drivers of extended warranty costs
1.Frequency of claim
2.Average labor costs
3.Frequency of parts replacement and net cost of parts