Seller center training
-
Upload
vendorsupport -
Category
Retail
-
view
350 -
download
0
Transcript of Seller center training
# 1 African retailer
Incubation TrainingSeller Center & Product Creation
In this training, you will learn how to become a successful e-commerce vendor.
You will learn how to add products on your Seller Center and how to be compliant with our Product policy in order to boost your revenues.
Seller Center & Product Creation
3
What you will learn
Master Product: Use pre-created content when creating popular products1
Massively create your products using CSV Import – The Sky is the limit2
Create manually your product – Stay the master of your content3
Follow our Content Policy – Make the most of your products4
4
Create and Highlight your products: Your whole shop in its best light
The Secret of a Successful Business
3 Possible Ways to create products
1. Master Template: Use pre-created content when creating popular products
2. CSV Import: Create Massively products using Excel
3. Manual Creation: Take your time and create top notch content
• Create some synergies between your products to boost your sales
• Bring your full shop online to reflect your offline store
Make sure to sell your whole shop Show your products in their best light
• Respect our content policy to make the best of your products
• Have the best description to make your client buy
5
1/ Master Template: Use pre-created content when created popular products (1/2)
Save Time by using content already created for your product
1. Connect to your Seller Center
2. Go to the Product Creation Page: Products > Add a Product
3. In the search bar, search for the product you want to create.
4. Identify your product in the list. Make sure it is exactly the same product than yours by clicking on See Product Preview. If it is, click on Sell yours.
If you can’t find your product in the list, click on Create a new Product. Jump to the second part of this presentation on page 7.
6
1/ Master Template: Use pre-created content when created popular products (2/2)
Write the SKU of your product if you have it. Or write only the model of the product + its color if the product has many « GH-3000-White » for example
Write the Available Quantity for shipping to Jumia Customers.
Write the price of the product. Don’t forget to benchmark your price with the price of the same product on Jumia
If you want to do a promotion for your product. Write here its promotion price. Write below the start and end date of this promotion
End the creation of your product by writing its SKU reference, quantity and price, and its possible promotion. The 3 first fields are mandatory.
7
2/ Massively create your Products using CSV Import
Select & download Your Import Template
Add all your product information in the CSV
Import back your CSV
8
3/ Create manually your product – Stay the master of your content (1/3)
Follow the steps of slide 5
Select the category and subcategory of your product
Click on Select
9
3/ Create manually your product – Stay the master of your content (2/3)
Model Number + Product Name + Product Type + Important Features. Ex: ME -173 - Wi-Fi Tablet – 8 GB – White
Write your product brand
Write the colour of your product and select its color family below
Write some additional keywords to make your product appear more often in search results.
If you want your product to appear in additional categories, select them here.
Add again the category of your product in the browse node to facilitate the research of your product
Fill the « Main » information about your product (You’ll find below more information about how to fill those information)
Click on the tab « Other Details »5
10
3/ Create manually your product – Stay the master of your content (3/3)
« Other Details » page (You can find some details about each field by flying over the question marks):• Fill the Tax part following the below information. • For the country with Arabic translation, put the Arabic translation of your text if you have it, if you don’t just copy/paste your english
description.• In the « Product Warranty » box enter the warranty of the product. • In the « Care Label » box, enter the way to take tare of the product (especially for fashion).
« Product Pricing » page: For the fields « Seller SKU », « Quantity », « Price » and « Sale » follow the instructions of page 6
Pick « Default 16 » if you can produce an ETR (Estimated Tax Rate), « 0 » if you can’t.
This field is mandatory.
Write the product description of your product and the technical specification if available. It reflects under the highlights in the Product Page.
Enter short major highlights of the product ("Key Features" section in Product Page)/ They are important because if a customer is showing the products in the List View, the Highlights appear for quick comparison. It should include between 3 and 6 features and be written as Bullet-Point List.
Write the Package Contents.
It must be written as Bullet-Point List.
Write the Barcode if availableLeave Blank
11
4/ Follow our Content Policy – Make the most of your products
« Image » Tab: Upload images of your product following our content policy: • Up to 8 images for each product• Allowed formats: JPG, PNG, GIF• Image Dimensions: from 500 * 500 pixels to 2,000 * 2,000 pixels• Maximum file size: 1MB• First Image will be the main image of your product and front view of your product.• First Image should be the front view of the product
No Watermarks White Background highly recommended
Perfect Picture!
# 1 African retailer
IncubationOrder Management & Customer
Satisfaction
• In this training, you will learn how to manage your orders on Jumia, what is our Return policy and your role in our customer satisfaction
• After this training, you will be able to understand the order processing, to monitor your orders on the Seller Center, to pack your items and to figure out the importance of good operationnal performance.
Order Management & customer satisfaction Training
14
Agenda
1 Your Business – your fulfillment method
2 Fulfillment method: Fulfill by Vendor
3 Pack your Items
4 Monitor your orders in Seller Center
5 Fulfillment method: Fulfill by Jumia
7 Customer Satisfaction
6 Return Processing
List Fulfill Cash In
15
Your Business, your fulfilment method
Storage
Stock updates
Price updates
Invoice customer
Oder Packaging
Delivery
Pick your model and start cash-in right now !
You
Fulfilment by JumiaJumia releases you from your pain points
Fulfil by VendorYou monitor all the process
You
You
You
Or You
You
Orders Management: Fulfillment by Vendor
Step 6Jumia pays you for the
months’ orders
Step 5Jumia delivers to the
customer
Step 4 Jumia picks up your package or you drop it at Jumia’s Warehouse
Step 3Click ‘ready to ship’ And package order
Step 2You receive the order in the
Seller Center
Step 1The customer places an order
24h Max
24h Max
17
Pack your items 1/2
How to Pack your Items?
Use the Jumia Branded packaging for your items and put the printed customer invoice inside the package with the items
Staple the shipping label outside the package.The barcode on the shipping label must be scannable, the ink should not be too thin/thick
For the large already packed items:Use a flyer and tape it on the package In the flyer put the invoice and shipping label
21
18
Pack your items 2/2
Any damage package will be automatically rejected by Jumia’s operations.
NO DAMAGED PACKAGES !
The package you provide with the items should be without any default.Strengthen your packages may be necessary.
19
Monitor your Orders on the Seller Center 1/2
1. Choose a Shipping provider
2. Enter the Tracking ID
3. Print all the required documents: Invoice, Shipping labels, pick lists, Carrier Manifests
4. Pack your items with the entire set ready to be handed over
5. Set your Order as “Ready to Ship” under Actions
Pending Ready-to-Ship Shipped Completed
To manage your orders, click on Orders > Manage Orders.
The “Pending” section is where you’ll find your orders waiting to be processed by you and then picked up by us.
Pick up By Jumia
1. When the carrier has arrived, you can move the order as shipped.
2. Pick “Shipped all” under Actions
“Canceled” : when you canceled the order because of Out of stock
‘Returned”: product was returned by the customer within the 7days withdrawal period
“Delivered failed”: customer was not reachable by the Shipping provider
“Delivered”: Order successfully received by customer
Order Status in Seller Center
24 Hours 24 Hours
20
Monitor your Orders on the Seller Center 1/2
Update your orders at every step.
Click on Orders > Manage Orders
21
Order Management: Fulfillment by Jumia
Step 6Jumia pays you for the
months’ orders
Step 5Jumia delivers to the
customer
Step 4Jumia packages your
orders
Step 3The customer places an order
Step 2We store your products for
free
Step 1You send your products to
Jumia’s warehouse
22
Return Processing
The product sent back is still in its original plastic wrap
The product has not been used
There isn’t any missing part of the product
The client has kept and sent back the invoice of the product
Jumia customer service makes sure the product is not faulty
Jumia comes to your place to bring you back your items
Jumia reimburses you the commission fees in the next payment cycle
JUMIA guarantees returns in the following cases:
JUMIA ensures customer satisfaction
JUMIA puts its entireattention in your protection.
JUMIA accepts returns only if all conditions are fulfilled:
The product is not the one ordered
The product is faulty
JUMIA also offers a 7 days period of withdrawal for the customer to change his mind.
JUMIA eases your business management
JUMIA sends your product back within a month:
Your role is Key for Customer Satisfaction
Sell reliable Products
Ensure Fast Delivery
• Genuine Products
• Reliable Product Descriptions
• Quality Products
• Packaging Quality
• Fulfill 100% of orders within 24h
• Select Fulfillment by Jumia
Customer Satisfaction Virtuous Circle
Richer Vendor
Strong Vendor
Happy Customer
Returning Customer
Strong Vendor
Did you know? Jumia follow closely its customer satisfaction with Weekly surveys
Never Cancel Orders
24
# 1 African retailer
Incubation TrainingPricing & Strategic Assortment
• In this training, you will learn how to become a successful e-commerce vendor.
• You will learn to grow efficiently your assortment on Jumia and to beat other vendors on the market thanks to an aggressive pricing strategy.
• After this training, you will be able to identify your hero products and focus on the most valuable items of your assortment to maximize your sales and your profits.
Pricing & Strategic Assortment Training
27
Best Product at Best Price
The Secret of a Successful Online Business
1. Bring your full shop online and sell top quality products to avoid returns.
2. Discuss with your account manager and use products wishlists
3. Identify your best products and make sure you are the best at selling them
The best products… …At the Best Price
1. Set aggressive prices.
2. Benchmark the competition, and have better prices
3. Play with promotions and discounts directly in your Seller Center
28
Bring your whole Shop Online to Maximize your Profit!
Assortment Live
Sales
Experience shows a strong correlation between
online assortment and sales.
Put all the top quality products of your shop on Jumia. Both quantity and quality are important to become a successful vendor.
Regularly add your new products in your Jumia Shop.
Making your online shop the mirror of your classical one will maximize your profit on both channels!
Best practices to increase your sales.
Classical Shop Online Shop
=
29
Add New Strategic Products to your Assortment
He/She will be able to give you products Wishlists.
Our team analyzed for you tons of products, and knows for sure that YOU should bet on these ones.
Contact your account Manager
Receive Product Wishlist
Grow yourAssortment
Constantly discuss with your Account Manager.
A Products Wishlist is a list of future best sellers for you.
Use products synergies. If you sell mobile phones, sell accessories as well.
Add these products to your assortment, and you are sure to grow your sales.
30
Benchmark Everyday on Jumia to Always Ensure the Best Price 1/2
Exactly like in a market, you must be aware of competitors
prices and beat them.
Visit Jumia, look for your products and check
competitors prices (scroll down to discover how to do).
Go back to your Seller Center and update your prices to make sure YOU have the best price
online.
Go to Jumia
Check prices
Update your priceson Seller Center
31
Benchmark Everyday on Jumia to Always ensure the Best Price 2/2
Look for one of your products
Compare the prices and find the
cheapest one
32
Identify your Hero Products and Grow your Sales
Be sure to identify these products and to be the best vendor to sell them.
Update your stock to 0 in Seller Center if you don’t have them any more to avoid out of stock and bad ratings.
Identify your bestproducts
Always have stock
Have the best price and make
more sales
You will always make most of your sales thanks to 3 to 5 products.
Always have stock for these products to avoid missed sales.
Always have the best price on Jumia for these products. Benchmark with other vendors if needed.
Don’t forget to use promotions and discounts in Seller Center. Look at the dedicated training.
33
# 1 African retailer
Incubation Training IVFinance & Administration
• In this training, you will learn how your payments are processed and how Jumia helps you processing them.
• After this training, you will be able to to get a clear overview of your financial transactions.
Finance & Administration Training
36
How does JUMIA assist your administration and finance ?
When a customer buys a product on your online shop, Jumia supports you with :
ORDER VERIFICATIONJumia Customer Service checks every order by phone or by sms
ORDER FULFILMENTYou have a dedicated team available to help you going through the different steps of your order processing from pending to shipping
ASSISTANCE IN RETURNSFor each returned item respecting its return policy, Jumia commits to bring back the item in good shape and within an agreed period
COMPUTING & MANAGING OF PAYMENTSYour finance team pays you every week for the orders processed during the week
1
2
3
4
Access your Account Statements in Seller Center
Click on « Reports » to access your Account Statements.
You can also look at old statements by choosing a specific period.
Understand your Account Statements 1/2
The « Current Statement » shows you details of :
o Orders/ Revenues
o Refunds
o Fees (charged by Jumia over the current week)
39
Understand your Account Statements 2/2
The opening balance is the amount carried forward from the previous Statement.
The closing balance reflects the gross payout, once Jumia has perceived its commission & fees.
1. Calculate the Items Revenue = revenue of orders delivered during the selected period
2. Compute the following Fees = Commission : the commission charged on your items sold Pick fee: the fee charged if Jumia comes to your shop to get the product for delivering or for storing Pack fee: the fee charged if Jumia packs your products Fulfilment by Jumia fee: the fee charged if Jumia stores your products in its warehouse and packs them.
3. Operate the Refunds = deduce revenue from valid item returns by customers + calculate the payback of commissions for these items.
1
2
3
Once the money has been collected, Jumia proceeds to the following steps :
Example of Account Statement
• Choose the period you want to look at, change it and get history of previous account statements,
• Visualize the total revenue generated by your sales.
• View the total amount of commissions & fees for the period.
• See the total value of returned items, and the payback of commissions for these items.
• What Jumia owes you for the period:
41
Manage your Account Statements on a regular basis
Check your account statement in Seller Center every XX.You will receive information about the revenues from your sales, the fees, the returns...
However, if the statement is negative, JUMIA will deduct the amount on XX.
If the Statement is positive, JUMIA will credit you the amount on XX.
42
Understand JUMIA’s policy
The commission and the fees perceived by JUMIA are specified in your Contract. Their amount may vary depending on:
In case of returned item, JUMIA will pay you back the commission.
The fulfilment method you chose
Some fees depend on the shipment type:
Fulfilment by vendor = pick fee Crossdocking = pick fee + pack feeFulfilment by Jumia = pick fee + Fulfilment By Jumia fee
The product’s category
Phones & Tablets TVsLarge / Small Appliances…Fashion
The product’s size
The bigger your item, the higher the commision.
Return Policy
The product sent back is still in its original plastic wrap
The product has not been used
There isn’t any missing part of the product
The client has kept and sent back the invoice of the product
Jumia customer service makes sure the product is not faulty
Jumia comes to your place to bring you back your items
Jumia reimburses you the commission fees in the next payment cycle
JUMIA guarantees returns in the following cases:
JUMIA ensures customer satisfaction
JUMIA puts its entireattention in your protection.
JUMIA accepts returns only if all conditions are fulfilled:
The product is not the one ordered
The product is faulty
JUMIA also offers a 7 days period of withdrawal for the customer to change his mind.
JUMIA eases your business management
JUMIA sends your product back within a month:
44
# 1 African retailer
IncubationCommercial Plan and Promotions
• In this training you will learn how to integrate your products and your deals in our marketing and communication efforts. You will understand what are our marketing processes and how to benefit from them.
• After this training, you will be able to take control of your online business and decide where do you want to invest in order to grow your sales significantly. You will understand all the opportunities given to you and how to make the most out of them.
Order Management & customer satisfaction Training
47
Agenda
1 Benefit from our 2 main commercial processes
2 Master the Promotion Tool in Seller Center
3 Take Control of your Online Business with our Dedicated Solutions
4 Use Social Media
4 Optimize Visibility on Search Engines
48
Benefit from our 2 main commercial processes
Weekly Commercial Plan
Monthly Commercial Plan
Every Wednesday, commercial team meets and decide what will be the products to be promoted during the following week on Monday.
Some promotions are planned way in advance and we anticipate by selecting products to be promoted weeks before the event.
Join now the ship!
2
Discuss with your account manager every week and proactively propose deals.
Anticipate the demand and prepare bigger stocks than usual.
Dedicate stocks only to your online sales.
Benchmark prices and make sure you have the best price on the market.
1
Be aware of milestones in the promotion year of Jumia and anticipate them in terms of pricing and stocks.
Master your Seller Center, subscribe to promotions on a daily basis and constantly propose new products.
1
2
3
4
5
6
49
Master the Promotion Tool in Seller Center
Check if new promotions are open on a daily basis.
Click on « Join Promotion » or « All Promotions » to access the promotions currently opened.
Follow the differents steps in order to propose your best deals to be selected for our next marketing pushes.
Come back to verify if your products have been accepted and discuss with your Account Manager to know how to have more products selected.
50
Take Control of your Online Business with our Dedicated Solutions
Invest in our 360°communication
Onsite: display your products on banners, sliders and visuals
Newsletter: have your products featured in our newsletter.
Facebook: push your products to our millions of fans.
Partners websites: we will follow your customers and displayYour products even when they will not be on Jumia.
Mobile Application: your products will follow your cutomersEverywhere thanks to our mobile App.
Offline marketing: billboards, TV, radio, be everywhere right now.
Create your own identity on Jumia: The Shop in Shop
Get your own dedicated shop on Jumia. Create your own universe and choose the design that matches your identity
Shop-in-shop is the very first step to get online credibility. This is YOUR website, matching YOUR DNA.
Cross-selling: Customers will spend more time on your shop surfing on your universe. This retention increases accessories attachment rate.
Take the opportunity to reach millions of customers thanks to our marketing and communication solutions
Up-selling: Showing an organized universe to the customer enhances your credibility and brand equity. This trustworthiness increases average basket price.
51
Use Social Media 1/3
Create your Business’ Facebook page and post :
Efficient way to do marketing because you are only targeting people who liked your page
News and Industry trends
Funny and high-quality photos
Uplifting stories Interesting polls or surveys
52
Use Social Media 2/3
Create a LinkedIn Profile :Post links to your Jumia product web page.
Your own content
Content that your network will find valuable
Join targeted Groups
Educate online visitors with buyer’s guides, infographics and instructional
Spend some time collecting good articles, infographics and videos that your network will appreciate.
Give your mind on discussions frequently without directly promoting your business
Create a Twitter Account
Tweet your most enticing offers
Add links to your Jumia product web pages
Ask them about their experience to learn why they bought you. Thank them and see how they're enjoying the product.
Ask people about their purchase
Feel free to send a link to people that discuss their interest in a particular product you have to offer.
Send them links to your products
53
Use Social Media 3/3
Upload Videos on Youtube
Edit your videos online very easily Allow you to do transitions and text
Monitor your views over time and analyse your audience demographic…
54
Optimize your visibility on search engines 1/2
Improve your Referencing on Search engines
The higher ranked on the search results page, the more visitors a website page will receive
Edit your website page content. Increase its relevance to what people search and to keywords typed into search engines
Try to increase the number of backlinks = links from other sites to your Jumia website page
SEO:Search Engine Optimization
= =
Definition:
55
Optimize your visibility on search engines 2/2
Try to increase the number of backlinks to your Jumia page
Edit your website page content and your wording
Get online Press coverage
Create valuable and buzzworthy content
Create backlinks by yourself
Hunt down news websites and ask how you can submit a press release. At the end of it, you can add a link to your Jumia web page
If you have outstanding product descriptions or buyer’s guides, people will tell others about it and that usually means will link to it.
Ex: comment on a Blog that permits to give ones URL.
In your content Explain “how to “
Build a strategy to get all the research traffic :
Explain to the customer every feature of your products and solve his problems to get more customer
Think of the keywords you believe the customer would type into search engines and include them in your content (product description…)
56
57
Get a deep view at your transactions
For more information about your transactions in a particular statement, you can click on transaction overview.
You may also export this information to Excel by clicking on Export all
Select your date range and filter with one of the following types of transaction:
Item price credit : what Jumia owes you when you sell an item
Item price: the amount of Money deduced from your Account statement when there is a return
Commission : what Jumia charged you
Commission Credit : the commission payback when there is a return.