Ten business rules for online sales website

The retail industry knows a famous rule, and this is the FTC's mail order rule. It requires strict time limits for the delivery of goods in all retail stores, usually not exceeding 30 days after the order is confirmed. The Mail Order Law also has many detailed requirements for the selection, packaging and delivery of goods. Some successful retailers learn a lot about customer service, such as how to respond to customer mail, how to build a brand image, and so on. But for the internet retail industry, it also has a set of network characteristics of the law, which is the rules of Internet retailing.

If the company is unable to deliver the goods on time, it must provide a prior explanation to the purchaser through such tools as email, and must give the user the right to cancel the order.

FTC's client director Jodie Bernstein often reminded his staff: "Last December, many online shoppers did not receive the goods in time, it is likely that they have lost interest in online shopping." So delay delivery equals crime. ”

Recently, the FTC's survey showed that retailers ' most likely mistake was to delay delivery without any explanation. A small mistake in the delivery could destabilize all commercial foundations. This has a great negative impact on the psychology of consumers.

Therefore, a successful retail E-commerce company must follow the following rules:

1, with instant information processing technology. You have to make it easier to communicate between the store and the consumer. All demand processing should be resolved immediately. And you should use the tracking tool to understand user dynamics. It is also necessary to update the website information at any time.

2, the combination of all sales channels to facilitate the user. Some well-known retailers, such as Williams-sonoma,macys, have done a good job of combining sales channels in online networks. Their online retail stores are as plentiful and fast as traditional retail outlets.

3, establish a good brand image on the network. You can continue to build and improve your brand image through advertising on the Internet, and it won't be difficult to do that.

4, the user needs management. E-commerce seems to be more difficult in dealing with the needs of users, because users often send orders via web pages or emails. You must be in a timely manner to deal with the needs of users of the premise, in the future continue to carry out good after-sales service tracking.

5. Make sales plan in advance. Your sales plan should be long-term. However, you have to be honest and if the user does not have the means to buy a limited number of special items during the holiday season, you should tell them beforehand.

6, constantly improve their own website. Pay attention to each question that the user raises, especially after the post-sale aspect. The quicker the question is answered, the quicker the order will come.

7, improve the site's internal customer management system. Use weeks time to monitor all your internal systems, or consult with experts, and develop valuable features such as live chat, email mass, self-service shopping, and more.

8, do a good job of emergency preparedness. Personalized service is the foothold of the business. If you've had a few more times of complaints and inquiries from customers recently due to busy business, or server issues, you should consider using temporary employees, and these things should start early. Because the staff from training to familiarity must be a period of time.

9, to have adequate supply of supply. Many companies are now in the rush to engage in e-commerce, they tend to ignore the supply of back-up problems. Although the site is up, shelves empty or empty, will greatly affect their corporate image. Therefore, the preparation of goods must be adequate. It is advisable to look for some sources of goods to prepare for a rainy.

10. Prepare ahead of time. In traditional retailing, some purchasing salespeople fight all night to make sure the store is open tomorrow. This is also the retail e-commerce should learn from. Each department personnel must be in advance to oneself will face the question to be ready adequately.

The article is excerpted from the blog: China Research Center for the Business-to-consumer.