1. Efficiently handle orders and after-sales service
Orders are divided into FBA orders and FBM (self-delivery) orders. Amazon is responsible for the delivery and after-sales service of FBA orders, and the return and refund of FBA orders are handled by Amazon customer service. If all orders in the seller’s store are shipped by FBA, the operator does not need to spend too much time on delivery and after-sales, and there may be fewer customer email consultations. If there are self-delivery orders, the seller needs to pack the products, arrange for logistics companies to pick up the goods at home, track the orders, and handle related return and refund and other after-sales matters. Especially in the after-sales link after the order is confirmed, the seller needs to invest more patience and time. Whenever the customer sends an email, the seller must reply as soon as possible. If the customer has a problem, the seller should actively communicate with them and help them solve the problem, and the service attitude of the after-sales staff must be good.
2. The ability of in-site marketing
No matter what type of seller, when making product marketing and promotion plans, the focus should be on the site. In-site marketing mainly includes PPC advertising, promotions, Lighting Deals, Savings & Sales. How to do PPC advertising, how to set up promotions to form a closed loop of product-related traffic, and when to do Lighting Deals and Savings & Sales to import the most traffic, these are all issues that operators need to think about. Therefore, operators must first do a good job of on-site promotion, and then consider off-site promotion. If you want to do a good job of off-site promotion, you need a dedicated team to do it. Operators have limited energy. If they do off-site promotion business at the same time, the results may not be satisfactory, and it may even affect the effect on the site.
3. Have strong data analysis and problem thinking ability
Operators who are not sensitive to data and cannot analyze data are not called operators, but sales personnel. Operators must learn to analyze data and must be able to read and analyze the sales data and advertising report data in the business report. Interpreting business report data can help operators optimize pages; interpreting sales data can help operators control inventory and control evaluation within the safety factor; analyzing advertising report data can help operators extract convertible keywords and negate useless keywords. Operation staff can analyze data skillfully, and think and summarize based on data performance, and give more targeted solutions to continuously improve performance and move closer to their own goals.
Of course, in addition to analyzing their own store data, operation staff also need to analyze competitors’ data, such as sales, prices, reviews, promotions, and detail pages, compare and analyze their own products and competitor product data, and find the differences in quality and operation methods between the two products. Only by constantly optimizing and improving their own operation methods can they achieve “knowing yourself and the enemy, you can fight a hundred battles without danger”!