[DeMen]

(tiếp theo)

20 questions to review the online stores:

Need recognition:

1. Product-related appetizes (does the store provide product-related appetizes such as sales items, hot products, product recommendation?)
2. Non-product-related appetizers (does the store provide non-product-related appetizers such as magazines, games?)
3. Banner ads on the pages (does the store put banner ads for itself?)
4. Frequent-buyer incentives (does the store give discounts or gifts to frequent buyers?)
5. Extra questions to collect customer information (does the store ask additional personal questions on the order form?
   
   Information Search:
   
6. FAQ (does the store provide a FAQ on product-related information?)
7. Site index (does the store provide an overview of the entire site?)
8. Product index (does the store provide lists of all products?)
9. Product search function (does the site provide its own product search function?
   
   Information evaluation:
   
10. Link between related product pages (does the store provide links between related products?)
11. Help on products selection (does the store provide table, figure to help customer evaluate alternatives?)
12. Phone/e-mail (does the store provide a 1-800 number or email address for customer to contact a sales representative?)
13. Endorsement (does the store provide link to locations that have endorsement from other customers?)
14. Extra product information (does the store provide information on the use and maintenance of the product?
    
    Purchase decision:
    
15. Shopping in different modes (does the store allow customers to shop in different modes?)
16. Order by phone (does the store allow customer to order the product by phone?)
17. Money-back guarantee (does the store provide some forms of money-back guarantee?)
18. Order tracking (does the store have a mechanism for customers to track their orders?)
    
    Post-purchase behaviour:
    
19. Online user group/chat room (does the store provide a way for customers to communicate with other customers who have similar interests?)
20. Online support (does the store provide online support?)

(trích từ Planning an effective Internet retail store - Adam S.Huarng and Doris Christopher, College of Business and Economics, California State University, LA, California, USA)