VIP Class Notes (Tibo)

I prefer to study offline so I decided to put everything on hold until I came back to SH.

It is wetter than SH / it is more humid than SH.

The temperatures goes down when it rains.
These days SH rains a lot but the temperature rises -> These days it has been raining but the temperature didn’t decrease, it even went up.

During this period of they year it is easy to lose weight. It is hot so we eat less.
we have less appetite / we are less hungry.

In our company GZ is more about E-commerce. / is more focused on e-commerce
We had a big campaign last month. Many people bought products because we gave many coupons.

I chatted with more than 600 people per day and didn’t have time to drink or eat.
Before the festival we had mother’s day and 520 / lover’s day

Many customers chose to buy gifts and a week after this period is 618.
It lasts for 3 weeks.

It is a haircare brand and it was small before and we didn’t expect to have a good performance but this time it was very popular. We had impressive sales / we were surprised by our sales figures.

We have less men than women / Most of our consumers are women.

The price is a little expensive so wives will say that their husbands don’t deserve it /
It is a premium product so many wives joke that their husband don’t deserve it.

we have 3 shifts and I usually work on the morning or evening shift
and we have 2 days off but they can’t be on weekends. It depends on the activity

Customers don’t want to talk to a robot , they want to talk to a real person

We had a robot before / bot

we had a bot to answer the easy questions

the questions are repetitive

sometimes people are very angry and it is exhausting emotionally.

If you receive a package and the product is damaged they will be angry but it is not a nice experience.

my neck felt stiff and it ached.
We had KPI on conversion rate and satisfaction rate

My partner met a situation he said I will kill you, tell me where you are and i will kill you
-> my colleague received death threats

I had a man who didn’t have hair / who was bald
I had to follow protocol and thank him.

if you type some words that are not properly the system will monitor it and you cannot send it -> If you type words that aren’t proper the system will censor you / the system will block you from sending the message.

We can give the customer to her system -> I can transfer difficult questions to her / I can escalate difficult issues to my superior

the customers we transfer to her have to wait for a long time for an answer. They will be more angry.

If you fulfill some conditions like buying more than CNY600 worth of products you will get a gift.

Usually our products are sold in 1L bottles and when we give many samples we usually give something close to 1L but broken down in many small bottles. We wouldn’t give a whole product.

it will destroy their brand image in the customer’s mind / it will cheapen the brand

I landed in operations and will be responsible for IT systems.

We all did that, we had a lot of pressure but we made fun of the questions.

We have a promotion way to call your phone or send info but it is our own system.
We called them to buy our products before the campaign began and after that I will receive lots of insults.

They didn’t like the cold calls

we have some answer we can copy and paste but it is only in Chinese.
I let her buy a product without a discount.

We have a KPI which is the time spent and the time spent to answer / there is a KPI based on the interval between questions and answers

we have to answer questions within 10m and we must be the last person to end the conversation -> we need to have the last word.

my leader will let me to join the meeting everyday -> my leader will let me join the meetings everyday / let me shadow the meetings

I am trying to start quickly to understand the situation and our daily tasks.

we have 3 e-commerce platforms and a membership system.

People like to change hair products / customer aren’t very faithful.

Vocabulary

premium product (v) higher than mid market but not luxury
BMW is a premium car brand

to put something on hold (v) pause / decide to wait on something
I decide to put the classes on hold while I was in GZ

scent (n) smell
We have a new product with a rose scent

faithful (adj) when talking about customers who don’t shop around and stay with the same brands
Apple customers are quite faithful

to shadow (v) when you follow someone to learn and stay silent
In the training process we have to shadow an experienced mentor for 3 weeks

cold call (n) when you call someone you don’t know, usually to promote a product or service
A big part of the job was to cold call people and try to get more customers

warm call (n) someone you know or when you get an introduction
warm calls are much easier

to cheapen (v) to make look cheap / low value
Luxury brands don’t openly give discounts because it would cheapen the brand

bald (adj) not having hair
Many men go bald as they get older

death threat (n) when people threaten to kill people
My colleague received death threats

postal service (n) the service sending parcels and letters
The postal services lost the parcel

percent (n) when you have a number
We have 70 % (percent) of female buyers

percentage (n)when you don’t have a number or in a question
What’s the percentage of female buyers for this product?

easy (adv)
It is an easy question

easily (adv)
I answered easily

activity (n) how popular the store is / how busy the store is
Days off depend on the activity we see