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A presentation from Volunteering in a Digital Age, Swansea, September 2012. Oxfam pass on their knowledge of online trading.
Citation preview
Running an Online Shop with Volunteers
Gerry Weetman
Shop Operations Lead,
Oxfam GB
Welcome and Introductions
Page 3
Objectives
We will look at• Why sell online?
• How to sell online?
• What to sell online?
• Questions
A little bit of history…
Page 5
Setting the Scene: Where have we come from?
Background• Oxfam shops have been selling online for
around 10 years
• Abe Books and eBay
• Oxfam’s Online Shop (OOS)
• Amazon Marketplace
• Play, Alibris
Page 6
Which channels?
• 165 shops live and selling on OOS
• 38 shops sell on Abe Books (18 unique to Abe)
• 78 shops sell on eBay (46 unique to eBay)
• 3 shops sell on Play
• 4 shops sell on Alibris
• 50 shops sell on Amazon (28 unique to Amazon)
Why sell online?
Page 8
What is the e-retail market doing?
• Verdict forecasts that by 2013, online shopping population will reach 34.8M (66.2% of the total adult population).
• And online share of spend will remain buoyant, rising to 10% of all retail spend by 2013
• Clothing and footwear has overtaken music and video to be the most frequently shopped for category online
Page 924679:
E-commerce forecastProportion who have bought various goods or services online in the past 12 months (2010-based nVision projection)
0% 20% 40% 60% 80% 100%
Computer hardware
Food/groceries
Electronic equipment
Tickets for events
Computer software
Films/music
Books/magazines/e-learning material
Travel and holiday accommodation
Household goods
Clothes & sports goods2016
2010
2006
Source: Eurostat Survey on ICT Usage/nVisionBase: UK
Page 1024679:
E-commerce forecastProportion who have bought various goods or services online in the past 12 months (2010-based nVision projection)
0% 20% 40% 60% 80% 100%
Computer hardware
Food/groceries
Electronic equipment
Tickets for events
Computer software
Films/music
Books/magazines/e-learning material
Travel and holiday accommodation
Household goods
Clothes & sports goods2016
2010
2006
Source: Eurostat Survey on ICT Usage/nVisionBase: UK
Page 1126900:
Home internet access forecast – UK & Ireland% of households having access to the internet at home
nVision forecast, 2010-based projection
0%
20%
40%
60%
80%
100%2
00
0
20
01
20
02
20
03
20
04
20
05
20
06
20
07
20
08
20
09
20
10
20
11
20
12
20
13
20
14
20
15
20
16
UK actual UK
Ireland actual Ireland
EU25 average
Source: Eurostat Survey on ICT Usage/nVisionBase: UK and Ireland
Page 1226901:
Internet usage forecast – UK & Ireland% of individuals who access the internet, on average, at least once a weeknVision forecast, 2010-based projection
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%2
00
0
20
01
20
02
20
03
20
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20
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20
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20
07
20
08
20
09
20
10
20
11
20
12
20
13
20
14
20
15
20
16
UK actual UK
Ireland actual Ireland
EU 27 actual EU 25
Source: Eurostat Survey on ICT Usage/nVisionBase: All individuals aged 16-74
Page 1322475: The Future of E-commerce
Internet sales as a percentage of total retail salesValues. Not seasonally adjusted.
0%
1%
2%
3%
4%
5%
6%
7%
8%
9%2
00
6 D
ec
20
07
Fe
b
20
07
Ap
r
20
07
Ju
n
20
07
Au
g
20
07
Oct
20
07
De
c
20
08
Fe
b
20
08
Ap
r
20
08
Ju
n
20
08
Au
g
20
08
Oct
20
08
De
c
20
09
Fe
b
20
09
Ap
r
20
09
Ju
n
20
09
Au
g
20
09
Oct
20
09
De
c
20
10
Fe
b
20
10
Ap
r
£0
£50
£100
£150
£200
£250
£300
£350
£400
£450
£500
£550Internet sales as a % of total retail sales (left hand axis)
Internet retail sales, £ millions (right hand axis)
Source: National Statistics/nVisionBase: UK
Page 14
Why sell online?
• Increase your customer base• Profile your shop• Increase your sell through and ASP• Be part of the future
Bricks + clicks = success
Which channel?
Page 16
Which channel?
• As we have seen, there are a number of channels to choose from and these are growing all the time
• But there are Pro’s and Con’s which need investigating before deciding
Page 17
Channels available – pros and cons!
Channel
Reach Huge Very Big Small Small
Auction / Fixed price
Both Fixed Fixed Fixed
Audience Broad & Niche Broad Warm Niche
Fees (listing / commission)
Both Both No Both
Database building
No No Yes No
Storage space Small Medium Small Medium
Brand building No No Yes No
Page 18
How do we sell?
Page 20
How do shops sell online?
• Same principles as High Street• Shops select stock• Stock listed and presented to maximise features• Stock priced optimally to offer value to customer and Oxfam• Sales effectively picked and packed on time• Shops replenish inventory to maintain stock levels
Page 21
What makes a good online shop?• 3 key factors based around 4 P’s (People, Product,
Property & Pounds)• People
• Successful Shop Manager who is able to recruit an additional team of volunteers
• Product• Sufficient, suitable quality stock
• Property• Adequate space to accommodate equipment and
storage of stock• When all 3 things are in place, you get the 4th P = £’s
Page 22
Product Selection• Focus on quality and condition• Sort to identify high value / demand items
(ASP and Brand sell through)• Prioritise listing accordingly• List low ASP items only if you have sufficient
Volunteers• Provide and use minimum price guide that
respects your volunteers time - research as required
• Maximise listing through effective photography and complete / punchy descriptions
Page 23
A picture is worth a thousand words
• Ensure a neutral background
• Minimum front and back shot
• Angle mannequin for a 3 dimensional view
• Take all shots from same distance to ensure constant white balance
• Include shots of styling details as required
• For books and music, a scanner may be used
Page 24
A picture is worth a thousand words
Page 25
Back Room Systems
Organisation• Letter, number system as standard• Monthly system also possible• Label each individual item:
• Location code• Product code
Dispatching• Must be sent next working day• Packing materials• Posting
What do we sell?
Page 27
Online Terminology
RPLASP
Conversion
Sell T
hrou
gh
Live
Draft
Page 28
Online Terminology
RPL
ASP
Conversion Sell T
hrou
gh
Live
Draft
Revenue per Listing - Gross sales divided by total number of listings both live and sold.
Average Selling Price – The total sales divided by the number of items sold
Listed items not available for sale
Listed items available for sale
The amount of items bought divided by the total visitors to
the siteThe number or value of items sold divided by total number or value of items listed
Page 29
Where’s the money?
Page 30
Where’s the Money?
Page 31
Where’s the Money?
Page 32
What do shops sell on OOS?•We’ve sold some fantastic items
•Vintage Christian Dior, Bijou stunning costume jewellery set 1959
•£865.00
£865
Page 33
What do shops sell on OOS?•We’ve sold some fantastic items
•Back To The Egg by Wings, Paul McCartney. Original promo only picture disc, vinyl 33 RPM,
•£800.00
£800
Page 34
What do shops sell on OOS?•We’ve sold some fantastic items
•
£1,250.00
The Velveteen Rabbit - Margery Williams - 1922 first with jacket
£1,250
Page 35
What do shops sell on OOS?•And some unusual items too..
•Duncan Maclennan Standard Boomerang
•£15.00
£15
Investment requiredRequired Equipment
Page 37
Required equipment
£60
£150 Lights£71 mannequins
£50
£400 £75
£34
Who Do I Need?
Page 39
What roles are available?
• VIP Scout• Fashionista• Photographer• Creator• Picker & packer• Media officer• Stock sourcer
• Van driver• Van buddy• Administrator• Role leaders
• What else do you need?
Page 40
What Does That Mean?VIP scouts• Can you tell a D&G from a Dorothy Perkins? Ideal for those with an eye for quality and detail, this role is
challenged with selecting quality saleable items, stock control & inventory management.
Photographers• An interest in photography and styling would make you a perfect candidate for an online photographer.
Dressing mannequins and taking good quality photographs of garments and details.
Fashionistas • A passion for fashion, retro or vintage clothing would make you the ideal person to optimise the value of the
donations for Oxfam through research into current trends and market prices.
Creators• Do you have the skills in creative writing to describe products with the accuracy of detail and passion for
product that will excite buyers and lead to increased sales for Oxfam online?
Pickers and Packers• SOLD! Items now need to be picked from the racking, packed up and posted. Are you organised to ensure
the efficient and smooth running of the production centre and careful updating of dispatch systems?
Media officers• If you’re a people person and have recruitment or media experience, we would love you to help promote
these opportunities to the local community and media and maintain a core base of volunteers.
Where Can I Find Them?
Page 42
Recruitment sources• For general recruitment-
• Posters in shop window• Posters in community buildings
(library/leisure centre/places of worship etc.)
• Job Centre Plus• Probation Service• Local Council Volunteer Bureaux or
Volunteering Service• Prison placement schemes• V involved• Reach• Working with community groups e.g.
Rotary, Lions’ Club, Book Clubs, Music Groups, Women’s Institute.
• Duke of Edinburgh• Asking current volunteer team
• Specifically for online selling-
• Gumtree
• Local amateur photography groups
• Community IT courses
Page 43
Case Study- Madeleine
• Wallingford Shop- Has whole upstairs dedicated to online shop
• Promoted 2 volunteer ‘Open days’ To let people come in and have a look around and talk about opportunities with the online shop.
• Published open days in local magazine and on chalk board outside the shop
• Result = 5 new online shop volunteers from one open day!
What’s So Great About your Shop?!
Page 45
What’s So Great About your Shop?!
• Be competitive!
• Promote the aspects of your shop or team which are really different/interesting
• Ask your current team what motivates them to work in the shop
• Always keep these ideas in mind when talking to prospective volunteers/designing materials
Questions?