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BRIEFLY ABOUT EXPERIENCE:

• 8 years in Ukrposhta;

• From 1997 - «ESHKO» company;

• From 2000 - Book Club “Family Leisure Club”;

• From 2004 - Readers Digest Ukraine;

ADVICE 1

TO ORGANIZE WORK WITH CONTRACTORS PROPERLY

• selection of contractors (to note 5 important elements)

• setting goals (to clear in documentary form with time frames specification / result description)

• integration of processes (fast and painless)

• monitoring of implementation (continuous / stating clear quality criteria and financial penalties for poor quality)

Work experience

References

Technical capacity

Client orientation

Price & Quality

All specific elements should be described in local regulations, agreed with the contractor.

ADVICE 2

TO CONTROL AND TO HEDGE LOGISTICS

• how to hedge risks (at least two contractors with an ability to switch quickly, etc.)

• methods of logistics operator control

• costs optimization (suitability analysis of business processes should be regular)

Technical• Video

monitoring • GPS

Analytical• Control of

agent channel • Client

interviewing

Thanks to the network of agents you can monitor not only the time of delivery, but also the safety of the personal database and competitor activity.

ADVICE 3

TO ORGANIZE SYSTEMATIC PROCESSING OF RETURNED ORDERS AND UTILIZATION OF DEFECTIVE GOODS

• System of returned orders processing and its performance monitoring;

• Utilization of returns and its documentary registration in Ukraine

• Pitfalls of money return to the customers

According to the Law of Ukraine "On Protection of Consumer Rights" the term in which the client has the right to return products is clearly defined as 14 days, but taking into account time of the transportation and storage at the post office, the norms of the law are not valid.

ADVICE 4

TO BUILD THE FULFILLMENT CUSTOMIZED FOR YOUR NEEDS

• Features of Ukrainian fulfillment

• Goods inventory

• Warehouse selection (location / conditions of storage / storage system/ safety guarantee).

Prescribed in the Contract penalties for lost goods and systematic products inventory are the best ways to control fulfillment contractor.

ADVICE 5

TO WORK WITH CONTACT CENTER: CONSUMER SHOULD NOT NOTICE THAT OUTSOURCING CC RECEIVES THE CALL

• Outsourcing or in-house?

• Problem areas of Ukrainian CC

• Increase in sales (financial and nonfinancial motivation of CC operators)

Absolutely possible and acceptable is the goal to get a full subsidiary of DS in outsourcing CC, i.e. to delegate 95% of various functions on interaction with customers to contractor .

ADVICE 6

NOT TO BE AFRAID OF BEING A NUISANCE BUREAUCRAT

- In taxation (double interpretation of regulations, VAT calculation , disputes with tax authorities are possible);

- While working with customs broker (control of item card every time you import goods, confirmation of

goods customs value);

- Proper acceptance of goods (acceptance reports; reveal of customs stamp; calling of the Chamber of Commerce representatives if necessary);

"Mishaps" of legislation - never save on lawyer services; recheck if any changes / amendments / restrictions were introduced !

• Peculiarities of taxation when transferring goods to charity project;

• How to insure that goods passed to charity won’t get on sale at dumping price?

• How to prepare documents: rules of contests and prize giving.

If the goods are subject to VAT, in case of delivery of goods for free company still bears the burden of VAT!

ADVICE 7

TO CONSIDER CAREFULLY CHARITABLE PROJECTS AND CONTESTS/SWEEPSTAKES

RESUME

Ukraine is the market of great opportunities, but it is still in a process of development.

To be successful in the distance selling field in Ukraine one should:

• Learn, communicate with colleagues in the market and always look for new opportunities;

• Insure risks and wisely consider all business processes;

• Not be lazy and work closely with partners and contractors;

• Not be afraid of being the first in new areas, occupy free niches and bravely accept challenges of the market!

Welcome to Ukraine!

THANK YOU FOR ATTENTION!

VICTORIA SIVOKON

UDMA VICE PRESIDENTon postal issues

+3 098 21 64 171

Vikas71@mail.ru