Cosmeticity group H

E-commerce
Mini Project

COSMETICITY
Lecturer: Pham Hong Thanh


10.01.2022

Group H:
• Nguyen Thu Trang
• Ly Yen Nhi
• Nguyen Hoai Bao Phuc
• Tran Tien Dat
• Tran Nu Hoang Anh
• Truong Anh Thuc


Name of the
corporation/shop:
Cosmeticity
Slogan: Get Glam. Be
Glamorous.


According to Mintel, a London-based market research firm,
Vietnam's cosmetics market was worth $2.3 billion at the end of
2018. This is a potential market, as Vietnam's middle class in
2021 is expected to be around 33 million people.
According to a survey conducted by Q&Me, the average amount
that Vietnamese women spend on skin care cosmetics is VND

436,000 per month:
• 51% spend 200-300 thousand VND per month.
• 8% spend 50 thousand VND a month.
• 7% spend more than 1 million VND.

Cosmetic trends




Products



01.01.2021

Customer portrait
– Age: 16-22
– Gender: Female, a small part of male target
(about acne, face wash...).
– Job: Student, student.
– Hobbies: Beauty, interested in beauty
products, women, fashion depending on the
segment.
– Behavior: Often online during lunch breaks,
the behavior of searching and carefully
consulting the information of your product.
– Area: Target customers in the same province

02

Freight
partners

3

Business
model

Packagin
g
partners

Importing
goods
sources


Freight partners

Fast shipping

4

Fast delivery in
major city areas,
inner cities with
good prices

Wide shipping
network


Importing goods sources

Packaging partners

Importing
goods sources

Rakuten, Nissen,
Topsi, Abu,…

5

Watsons, Hasaki,
Beauty Box,…


About Fanpage
480
Total Likes
558
Total Follows


Sales process
Pay

Delivery

Confirm

Asking information

The first step to creating an unstoppable
brand is to develop a brand strategy
that will guide your content, product
packaging, imagery, fonts, and visual
designs.
Since every business is so different,
it’s important to create a strategy that
is unique to your brand and achieves
results for your specific product, price
point, target audience, and business
goals. Cookie-cutter and formulaic
approaches are not effective when
it comes to branding.
Feedbacks

6

Replying clients


Đạt


5. MEMBERSHIP

Each customer when making a purchase will be saved
information to become a member.
- Rank up:
+ Total bills 2,500,000 -> Silver member
+ Total bills 5,000,000 -> Gold member
+ Total bills 8,500,000 -> Platinum class member
+ Not applicable at the same time with other
promotions (always offer guests the best program)

2


6. RETURN AND REFUND POLICY
- For products purchased at full price without defects,
exchange within 10 days from the date of purchase.
- Exchange for products purchased at sale price with no
defects, exchange within 5 days from the date of
purchase.
- Only accept the exchange of products for other products
of the same price or higher than the original purchase
price.
- Unused product with full price tag, product label and
other label.
- Not yet repaired.
- The product has resale value
- - The product can only be refunded in case of a fault on
the part of the store.
3

7. PAYMENT METHODS

- COD payment: the customer receiving the goods will
pay the shipper when receiving the goods.
- Online payment:
+ Internet Banking
+ MOMO
+ Zalo Pay
+ Shopee Pay


8. CUSTOMER CARE SERVICE
a. Training Employees:
- Start with the greeting "Cosmeticity hello" and then advise
according to the customer's question
- Use standard style, complete Subject, Predicate with
customers.
-Not abbreviated.
- Know the material and form of each product to easily advise
customers.
- Enthusiastic advice, right size, right form to limit returns.
- Always send guests a return policy after applying -> Limit
complaints.
- Check the delivery information regularly, if the customer has
received the goods, visit to inquire about the customer's
satisfaction, is there any error.
- Encourage customers to give feedback to the shop.

8

8. CUSTOMER CARE SERVICE
b. KPIs
In order to increase the staff's enthusiasm when
advising customers as well as increase sales for the
store, the store will always set monthly KPIs for
employees.
- Total KPI: if the total KPI is achieved, then divide 2%
to the online sales team
- Personal KPI: each order raised will receive 2%.


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