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UK Roundtable July 2007

UK Roundtable July 2007. Agenda. Seller Rating – details and updates Communication and Marketing Bookseller Survey Results. 1. Seller Ratings. Why a completion based bookseller rating system ? Main elements of the rating system Bookseller Ratings details

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UK Roundtable July 2007

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  1. UK RoundtableJuly 2007

  2. Agenda • Seller Rating – details and updates • Communication and Marketing • Bookseller Survey Results

  3. 1. Seller Ratings • Why a completion based bookseller rating system ? • Main elements of the rating system • Bookseller Ratings details • Timeline & new updates for the buyer launch • Completion rate tips

  4. When purchasing via the internet buyers needs to be confident that they will receive their orders. Low completion rates drive away customers, hurt fellow sellers and reduce revenues a. Why a completion based seller rating system?

  5. b. Five Main Elements of New Bookseller Rating System Based on Completion Rate, NOT on customer appraisal Bookseller Completion Rate (in %) is converted into a Star Rating Bookseller Rating is displayed in Ratings Tracker on sellers‘ accounts with similar functions as Stat Tracker Sellers can request a status change of an order if they feel it should not be included in their rating Extensive help documentation is available

  6. c. Star Rating will visualise completion rates to buyers

  7. c. Exposure of Full Details in your Member’s Menu via Ratings Tracker Select month(s), view CR in % and order details Request Status Change for an order

  8. c. What orders are included in the completion calculation NEW!

  9. d. Timeline

  10. d. New updates for the buyer launch Orders rejected for extra shipping will not be calculated in the ratings • Clear explanation for buyers – link to “What is this?”feature next to [Bookseller Rating] • “AbeBooks Bookseller Since: ***” field and ‘Trust’ information with the bookseller information

  11. e. Completion Rate Tips Books not updated regularly enough - sold books still online • Regular inventory updates • Daily deletes via OIMs or delnum files • Do not delete books in HomeBase – mark them as Sold • To do a complete up date of your file,request a purge trigger Sellers cancelling orders when they suspect fraud • Please contact Customer Service who can investigate this for you • Fraud orders will not influence your seller rating • Having listened to sellers feedback, we have now updated the system to ensure that orders where the buyer rejects the extra shipping will not be included in the seller rating Buyers do not pay or do not accept extra shipping charges

  12. TIPP 1: Purge Trigger Click here before you replace your old file (not necessary for HomeBase users)

  13. TIPP 2: Delnum Files • Create txt-file, that contains books you want to have deleted • Each book number must be on a line by itself • The file should be named delnum.txt or delnum.tab • The extension (.txt, .tab ...) should match the custom conversion we have set up for you, if there is one • Upload the delnum file via your Member‘s Menu

  14. TIPP 3: Delete Books Online 2. Click here 1. Mark the book here

  15. TIPP 4: Mark books as sold in HomeBase Change status to „Sold“ in order to delete books online

  16. The New Rating System will: Reward professional sellers Givetheincentivetosellerswithlowcompletionratestoimprove Increasesellers‘ netrevenue Improvebuyers‘ confidence in online purchases Attractnewcustomerswhoareusedtoratingsystemsas an industrystandard

  17. 2. Communication and Marketing How do we communicate with our booksellers Improving Communication Bookseller BlogInteractive Webpage Marketing

  18. a. How do we communicate with our booksellers? Regular Newsletters • Monthly Schedule • Special Bulletins • >3,000 participants in 2006 survey Bookseller Forum Many communication channels Bookseller Surveys • Meet fellow booksellers Customer Service Roadshows & Book Fairs • 5 language telephone support during office hrs • Callback request • Meet us in person • 2 Roadshows / Year • 4 Events / Year NEW: Bookseller Blog • Up-To-Date Information • Available in all languages

  19. b. Improving Communication • The AbeBooks communication challenge: • Communication in English, French, German, Italian & Spanish • The Bookseller Forum is only available in English with focus on NA topics • Newsletters can not be sent on a daily basis

  20. b. Bookseller Blog In March this year AbeBooks .co.uk and .de began using Blogs to communicate with booksellers. • Advantages: • The blog can be updated immediately with new or updated information. • New blogs can easily be set up in different languages we currently have one for all sites (EN, DE, FR, ES, IT) • Sellers can subscribe to an RSS feed, which provides them with the newest updates without having to visit the blog.

  21. c. Interactive Webpage for UK Booksellers Select to view a specific month and view older postings View only the post you want to read Access the new Bookseller Help Blog Browse the posts by category Read the most recent posts only

  22. d. 2007: Marketing • Regular print advertising in UK magazines • BBC History Magazine • Antiques & Collectables • Country Life • London Review of Books • New Statesman • Rare Book Review • Slightly Foxed • Spectator • Gramophone • The Guardian • Times Literary Supplement • Prospect

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