|
A customer who has heard about a Norvinz product, either
through the news, a product review, or through
word-of-mouth, would contact Norvinz, either by calling the
toll free number – (877) SPCLMKT or (877) 772-5658 -,
e-mailing through www.norvinz.com, or faxing to (732)
946-9439.
Norvinz will assess a customer’s needs in order to match the
customer with the right Field Representative (FR); one who
is close to the customer and one who has a similar system
and taste in music. Norvinz notifies the FR to contact the
customer to schedule an appointment.
The customer auditions the Norvinz products he/she is
interested in at FR’s premises. Assuming that the customer
wants to purchase, the FR will place an order with Norvinz
who will contact the customer to make arrangements for
payment.
The customer pays Norvinz a deposit for the purchase.
Norvinz places an order with the manufacturer, gets
confirmation and an estimated time of arrival (ETA) for the
customer.
The manufacturer notifies Norvinz that the order is ready
for shipping. Norvinz notifies the customer of the ETA. The
customer pays Norvinz a shipment payment.
The manufacturer ships product directly to the customer.
Norvinz notifies the FR to schedule an installation date
with the customer.
The customer receives the shipment. The FR installs the
product for the customer. The customer pays Norvinz the
remaining balance.
If the customer wants to return the product within the
30-day trial period, he notifies Norvinz, who contacts the
FR to schedule a de-installation with the customer. The FR
de-installs the product, arranges for return shipment to the
manufacturer who inspects and re-tests the product. The
manufacturer notifies Norvinz, who refunds the customer’s
previous payments minus a 20% restocking fee and shipping
costs both ways.
The FR continues to be the Norvinz field support for the
customer, assessing needs, addressing product problems, and
facilitating resolution.
As compared to the normal sales process with a dealer, the Norvinz
process has several distinct advantages from a customer’s standpoint:
- A customer gets personal attention from the FR, a
local audiophile who owns Norvinz products and believes
in their performance and value. The customer auditions
the product in a system that resembles his own but has
been optimized for performance. The audition is
conducted without the usual sales pressure and
distraction from other shoppers. Even if the customer
decides not to make a purchase, he has probably met and
made friends with the FR.
- Customers in remote areas do not have to travel to
larger cities to audition products and have to contend
with other customers. If there are no local FRs in
customer’s area, Norvinz may offer to reimburse the
customer’s travel costs to a Norvinz showroom up to 5%
of the purchase price if the customer decides to buy.
- The customer gets personal attention from Norvinz,
the FR, and the manufacturer, all of whom work
cooperatively to keep the customer informed throughout
the process. The FR, who is trained to install the
product, ensures that the customer’s set up is optimized
and that the customer is delighted with the purchase.
- The customer continues to get field support from the
FR after the purchase. Warranty and repair work is
performed by the manufacturer but facilitated by the FR
and Norvinz.
- A customer has the option to return the product
within the 30-day trial period. The customer will have
to pay a 20% restocking fee plus shipping costs since
the returned product will have to be inspected,
re-tested, refurbished, and resold at a reduced price as
demo merchandise. Alternatively, the customer may choose
to receive full credit for the purchase towards other
Norvinz products.
|
