tips for shop online ppt

Vietnam commercial university
Marketing department

Subjects: English 1.2
Group: 08
Topic 5: tips for shop online
Class: 1203ENTH2712
The Instructor: Ms Trần Thị Thu Hiền

Ha noi, April 2012

April 2012
DISCUSSIONS



Index

 Group’s record………………………………………….
 List of 8 group’s members…………………………… 3
 Devision task table…………………………………… 3
 Assessment table……………………………………… 3
 Content
1) Introduction…………………………………… 4
2) Build trust and reliability……………………… 4, 5
3) Renew, renew, and renew……………………… 5, 6
4) Design and feature……………………………….6
5) Content suitable………………………………….7
6) Known about customer………………………… 7, 8
7) Conclusion ………………………………………8

April 2012

List of 8 group’s member
1) Nguyễn Mạnh Thường
2) Tạ Thúy Thúy (team leader)
3) Đỗ Kim Thùy
4) Trương Thị Thu Thủy(secretary)
5) Lê Xuân Thuyết
Division task table
Name Task
Nguyễn Mạnh Thường Design and features
Tạ Thúy Thúy Build trust and reliability
Đỗ Kim Thùy Renew, renew and renew
Trương Thị Thu Thủy Content suitable
Lê Xuân Thuyết Knowledge about customer
Assessment table
Name Task Assessment Mark Confirm
Nguyễn Mạnh
thường
Design and
features
Tạ Thúy Thúy Build trust and
reliability;
Đỗ Kim Thùy Renew, renew
and renew
Trương Thị
Thu Thủy
Content
suitable

Lê Xuân
Thuyết
Knowledge
about customer
Secretary Team leader
Trương Thị Thu Thủy Tạ Thúy Thúy
April 2012

1, Introduction
In time of scientific and technological development as
rushing. Ecommerce become an indispensable and more and
more important . Online business offers many indivildual
properties and unique. Online business gives the business as
well as retailers more opportunities, but it also
potential challenges and risks. So when you want to have a
shop online, what should you pay attention to?
2,Build trust and reliability
By answer quickly requests and queries
of customers. Delay only makes they depress and look
for another
There is a great way to solve this problem. You
should provide a FAQ page (Frequently Asked
Questions) to help customers have general understand
about most thing of the website and the products - your
services, it will minimize the customer's question. However, sometimes there are
customers who only send questions to make sure they are dealing with "a real person." As
you answer them with the principle "as quickly as possible".
Next,you should consider the language, although don’t see
you but the way you use the language effect on their
attitude. Politeness will help your customers don’t

feel "urgent" and may help you sell more products in the
future.Because they feel satisfy with the way you
solve their problems.
You also need to help the customers know about products.
The reason why you have to answer fast and polite customer’s
questions is because they "desire” something. And you need to
give them way to satisfactorily resolve. After answering customer questions, nothing is
difficult if you ask them what can you do to help them.
Example: You can
make a few product images, service activities that
you have on site, known right way the problem
and solve it for customers. Make them satisfy

Honest product or service you provide
is biggest wish of the customer. Build trust
and polish your brand is the most effective way
honestly published information concerning the product
April 2012

- its services and other related terms to refer customers. This will help
customers understand the product - which they can buy decisions quickly and accurately.
The last thing you should remember that "in a highly competitive and oppotunity
environment. Be treatment to your customers and give them satisfy are better
than sell them a product ".
Constantly reassure the customer that you will be delivery on
time and absolute protect personal information. "The biggest
mistakes of the inexperienced home sales are not given enough information about who
they are and how professional, Our customers want to know who they are buying
With a not significant costs, you can register and obtain the approval label from
consulting clients such as TRUSTE (www.truste.org) or Better Business

Bureau Online(www.bbbonline.org ). Providing a 100% money back
guarantee will alleviate concerns that customer.
3, Renew, renew and renew
Never "asleep" on laurels. Please change your graphics window, change the home
page, Please keep update to new products, or move the product out from the
home page and vice versa.
Do not forget the rewards. Remember
to give loyal customers something new or special
offers such as discounts or a small gift that. You should
also send out e-mail notification to
customers whenever you have new products or
lower prices.
In addition, you will need these other sales
promotion, such as placing a link of the online store to
all marketing materials,
advertising - from bag sales to business cards and
stationery
An important part of selling online activity today is to ensure the services and
software to automate always quick to operate smoothly online store. All you need do is
keep the site stable and always be the latest products.
Print advertising is the best form of business in a postcard and send it to potential
customers in target markets. Postcards are not too expensive and easy to use. These
customers do not care which type of ad will tend to read the ad revenue model
Test the marketing methods be used. Allocate 80% of marketing budgets for this kind
of marketing has brought efficiency and use only 20% of the
budget remaining for the newtype of marketing is in the testing phase. The fact
that businesses follow this model are continuously growing, even when the market
is intensely competitive.
4, Design and feature
April 2012

The traditional stores rely on the design and the
convenience to attract customers, it help them find
quickly what you want, the online store is
also indispensable this factors.
Be sure that your shop online always
convenient and easy possible. You should consider
your site map to orientate the customer. Use
the navigation bar at the top and bottom so users will
not have to constantly scrolling web pages when you
want to change pages.
It will be important to the drop-
down meny (back). Do not force shoppers to
rely on the "back" on their web browser. And
you should always ask customers if they feel less
happy or upset about something.
For example, with Massachusetts Bay Trading
Company (massbaytrading.com), an online
business specializing in products made in
Massachusetts, USA. Co-founder of the company
is Bob Nilsson said the online store was opened in
2002, on the site there are images of the different
credit cards to let customers know of the cards can
be used to payment for goods sold here.
But users continually click on the images because
they thought it was a certain selection of goods. "They click and wait, but nothing
appears at all," Nilsson said, "Then we received many complaints about the site speed is
too slow". So, Nilsson decided to build a link to these photos from the manual page for
payment and customer satisfaction.
"When you design an online store, it's easy to fall

into that desire into everything," Karen Frishman,
director of marketing its Ruby Lane (rubylane.com),
an e-commerce site for retailers pottery, antiques, ,
said, "All the animation or the addition of graphics
on the site just makes web browsing speed of
slowness. A clear and simply design is better. "
And do not forget to integrate into the design of its
online store the data offline marketing. Everything
should be taken offline here.
The direct search method is quick and most economical way to attract new customers,
but only if your site must be set correctly. That means that the "meta tags" (labels)
suitable and intelligent - in providing information that is put into the site to allow search
engines to find you directly.
You need to understand website management system to when it needs to refresh your
content, you will not lose the keywords that the search engine has
recorded online. Details and online search ranking changes every day. Unless you experts

April 2012

5, Suitable content
You need to have the product descriptions easy to read
and understand, quality picture, the procurement
guidelines and clear delivery. The online retailer regularly
post poor information , they edit the content by
themself or bring up the faint image, low quality.
The result is creating a lack of professional image, getting
the customer to conclude that their
customers have accepted low. Instead,
you hire professional copywriter, marketing and
use of digital photographers are highly

skilled. Then to determine the contents of the sale is the
best place.
In the corporate website, should
set the question title contained many benefits that
customers will get. This will enable them to find
out the remaining contents of the site.
Please take a few minutes to think about the importance of
having website content updates. If your Web page about real estate business, make
sure your customers can expect to receive new information about the real
estate market. Customers will be impressed by the new information is transmitted on a
regular basis
Remember that when we talk about the content, we not only talk about the phrases on
the site. We're talking about words, images, links, logos and e-mail address.

6, Knowledge about customer
You should know that online shoppers are very different to offline. Don’t forget to
research and determine what online customers need through online surveys, the
team or simply call the customer.
You also need to identify the
products / services
will attract online shoppers and there by
rationalize how your offerings. In
addition, the proposed free products,
discounts or trial and very valuable. As
with any other sales method, you must
know about your customersand do
not make assumptions.
You can prove their products are low price by dividing its price into the smallest parts,
such introduction: "With only 10,000 VND per day that you can
enjoy this service 'for ahigh cost services to 3.65 million VND / year.

Offering customers a surprise bonus after each trading. This will help avoid cases
where the customer hesitated, waiting until the last minute or change in purchase
intent. Ifthe potential customer to put a lot of questions that enterprise, which means
they are looking to purchase real. Let's seize this opportunity, do not just answer their
April 2012

questionstyle 'what answer this question', which should
enlist to know why they should buy productsor use the services of the business
Choose witnesses among existing customers and use them in all the
advertisings. They will be those who provide evidence that companies are
offering customers the products or services as promised. However, only use the witness
can say on the specific benefits that they have been using your product
or business service.
Rapid handling of customer complaints with a positive attitude. To put customer
relations on the immediate interests of the business. Customers will purchase regular
business and they are the important catalyst to help businesses with new customers.
7, Conclution
Here are some tips for shop online of our group. In addition, you can apply to other, such
as learn from our competitors, take advantage of the group, use support tool,
, … Bill gate said that today we only have two choice, one is business with internet, two
is not do anymore. So that own and business success a shop online at your hand if you
have determination and love your job. Wish you success and best for you
April 2012