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 . 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. 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 . 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,