Prepared for

A Shop 2 Shop

Prepared by

Heather Kaminsky

Marketing Student

February 20, 2014

A shop 2 Shop is a internet based small business, that sells products through

EBay and Amazon. A shop 2 Shop sells

Apple and Samsung Products that

include, phones such as IPhone 5S,

Samsung Note 2 & 3 and Samsung S4, along with Apple

Laptops and Samsung tablets.

INTRODUCTION:

A shop 2 Shop is a small internet business that has just opened there doors in the business world. Selling the demanding products that consumer want like the IPhone 5, Samsung Note 2 and 3, Samsung S4, Mac Laptops and Tablets through EBay and Amazon.

Through this presentation you will learn about the issue that A shop 2 Shop has been facing through the past few months of opening up “shop” and how it can be corrected.

"Our mission is to be the leading provider of unlocked cell phones and quality tablets and laptops. As a team, we will accomplish this by

exceeding the expectations of our customers.”

• A Shop 2 Shop Owner• A shop 2 Shop Marketing Director• A shop 2 Shop Financial Accouter• Customer• EBay• Amazon• Supplier- Phone Smart• Samsung USA• Apple Inc.

THE NEED:A shop 2 Shop provides the Opportunity for

consumers to buy quality Factory Unlocked IPhones, Samsung S4, Note 2 and Note 3. These phones are unlocked and the consumer can take the phone to any carrier that they choice and have activated.

Even if the consumer changes wireless carriers the phone can go with the customer instead of having to buy a whole new phone with the new carrier. Along with the Phones, tablets and laptops are available for the consumer with the opportunity to purchase these quality products at a lower price then many

competitors.

Current Situation:

A shop 2 Shop, Marketing Director has expressed a issue within the business. Returns of the phones, I have an idea about how to reduce the amount of returns.

One issue is that the items listed on EBay and Amazon are being returned as “not described,” changing the marketing list to full detail each phone individually, listing all specs, pictures and then making the add very clear about the terms and conditions of the items for sale

KEY SUCCESS FACTOR

A shop 2 Shop key to success is selling quality products with no returns on the product. However the company has experiences a high level of returns in the beginning.

A shop 2 Shop, needs to maintain happy customers, to gain positive feedback from each customer, to boost seller ratings.

A shop 2 Shop has to provide quality products, making sure the supplier is providing the company with those quality items, is the key to the success of A Shop 2 Shop

AGENDA

Problem Problem Solution

Final Recommendatio

n

AMOUNT OF RETURNS A SHOP 2 SHOP IS EXPERIENCING

$380*15=5700 weekly profit

SellAmount

Of Phone$650

Seller pays for

shipping

Cost$20 per

$630 per unit

$630 per unit

$250 purchas

e cost

$380 profit

per unit

650 price consumer paid for

phone

8 phone returns in that week

$5200 in

returns

OPTIONS:

Survey consumer to find out why, they are returning phones

Customer

Name

Interview Question Customer response What I learned

James C.

James you returned your Samsung Galaxy S4 phone I9500, for what reason did you need to return your phone?

The phone did not have the frequency that I needed to be able to connect to Verizon, who is may carrier.

This customer ordered the international version of the phone and in some cases may not have the same frequency as some American wireless companies.

Martin Q.

Martin you recently purchased a Samsung Galaxy Note 3, and then returned it, what was the reason for the return?

The Note 3 was bigger than I expected and after using for a day, just did not like the size of the phone, this is why I asked to have it traded for the IPhone 5S.

Martin did not like the size of the phone and wanted something smaller he did end up returning the Note 3 and then upgraded to the IPhone and is completely satisfied now.

Carol T.

Carol, you have requested for a refund on the IPhone 5S from A shop 2 Shop, what is the reasoning for the return?

The IPhone’s Wi-Fi did not work and I have to have Wi-Fi on my phone.

A shop 2 Shop has determined that the IPhone issued to Carol was defective; A shop 2 Shop offered a full refund to her.

Abdou R.

Abdou, recently you sent back a Samsung S4 I9505, to A shop 2 Shop, what was the reasoning for that return

The phone did not work with my carrier, the phone did not have the frequency I needed to connect with Verizon

This customer ordered the international version of the phone and in some cases may not have the same frequency as some American wireless companies.

A shop 2 Shop is an Internet based company therefore making the size and demographics very wide and open, spanning worldwide.

Survey Questions:1.What would you rather have Apple IPhone or Samsung Note 3 Phone?2.What would be a fear and reasonable price for each of these products?3.What size memory do you prefer 16 GB, 32 GB, or 64 GB for phones?4.What screen size do you prefer 4in, 5in, 5.7in for Phones, 7,8,9,or 10 in for Tablets and 13,15 or 17in for Laptops?5.What do you think is a fear amount of time for shipping?

The Psychographics is simple for A Shop 2 Shop, as the main pain point is to understand what the consumer wants and that is a genuine, quality IPhone or Samsung Phone. By providing our customer with a genuine and quality Phone, tablet and laptop we have repeat and word of mouth sales because we offer a since of loyalty to all our customers. These 5 survey questions allows A shop 2 shop to understand what consumers wants so we are able to stock the more demanded product.

RECOMMENDATIONS FOR

A SHOP 2 SHOP

Make the advertising more understanding and clear that they are International Factory Unlocked phones for the Samsung Phones and that Verizon Wireless may not work with these phones.

Make the advertising more specific about the model, with so many different models and each having their own frequency, so customers are aware of the different frequency and models and can make a better decision on what phone they want.

Offer a 30 day Hassle free return policy, as long as the phone comes back undamaged and in original condition as it was sent.

Create a detailed template for each model phone, this way A shop 2 Shop marketing director can post the correct advertisement template for each phone, instead of creating a new advisement for each phone every time a new add has to be posted.

RECOMMENDATION BENEFITSChanging the advertisement to be more detailed will allow for Consumers to understand the product better before purchasing, giving the opportunity to reduce returns.

Making the advertisement clear and easy to read will assure that all understand the add and that they can be no confusion as to what is being sold.

Offering a 30 day no hassle return will make a consumer fill a sense of honesty and relief o know if the product is not right that they are not stuck, of course this must be stated that the item has to be returned in the condition item was sent out.

RECOMMENDATION RISK

In all business, they is some level of risk, still with all the recommendations they can and will be some returns.

Even with the easiest add available, consumer may not read the entire advertisement, missing important information such as phone frequency specs.

With the 30 day hassle free return policy, risk may be applied when consumer damage phone during those 30 days, to reduce risk it must clearly be stated in bold red letters

“No returns will be accepted if phone is damaged or altered in any way, must return

in exact condition as received.”

SUCCESS IS THE KEY!

With these recommendations A shop 2 Shop should start to experience a turn around in returns and start to see the profits stay posititve and rise to create a successful company.

REFERENCES

Fay, Brad and Keller, Ed; Forbes, The Social Business: Recommendations are what Drives Your Business. Remember to ask for them. Feb, 2012, retrieved Feb. 2014

Hennerberg, Gary; Reinventing Direct, Recommendation for Small Business Direct Marketers. Posted Feb 5, 2014, retrieved Feb 28, 2014; http://www.targetmarketingmag.com/blog/3-online-recommendations-small-business-direct-marketers

Kaminsky, Heather; A shop 2 Shop Owner, 2014

Kaminsky, Richard, A shop 2 Shop, Marketing Director, 2014