Sephora Digital SEA Pte Ltd

i. Profile of the business :

a. Name of the business and the logo.

b. The webstore/storefront address.

www.sephora.my

c. Business Background.

Sephora is a leader in global prestige retail, teaching and inspiring clients to

play in a world of beauty. Sephora has earned its reputation as a beauty
trailblazer with its expertise, innovation, and entrepreneurial spirit.

d. Type of store:

 Specialization Store.

Sephora is a stores that sells product beauty only.

 Click and mortar

Sephora have digital and physical stores. That is called Click and mortar stores.

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e. Types of E-marketplace.

 Private E-marketplace

Sephora are E-market place because they only sell beauty product involving
intermediaries. It is also single company.

ii. Six mechanisms used by the business to conduct sales in the storefront :

a) Electronic Catalogue : Presentation of product information in an electronic

form.

b) Search Engine : To search an product.

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c) Shopping Card : Holding items until checkout.

d) Shipment Court : Shipment court is Information address that they will

send parcel to our address.

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e) Payment Gateway : Payment Gateway choices that we must to choose

what solution we want to pay our things that we buy.

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f) Customer Services : Question that we can ask if we want to know

something and feedback that we can review on the product.

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iii. Process of pre-shopping

Enter Sephora Search E-

Search E-
Catalog
Catalog

Buy Click the

products

Checkout
Add to bag

Payment method-Cash On
Delivery, PayPal, Mastercard,
Submit payment ViISA, AMERICAN EXPRESS, Order
Public Bank, Maybank2u.com, Fulfillment
CIMB Clicks, RHB Now, Hong
Leong Bank

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iv. Two ways on how the company can improve their website to support
customer interaction:

A. Customers satisfaction.

Learning how to create positive customer experiences while retaining your

company’s culture is paramount to that success. Each customer interaction not only
provides insight into the experience of a particular customer, but also adds another
data point to your customer base’s satisfaction as a whole.

B. Improved training methods.

Most customer satisfaction centers have call recording, kind of similar to chat
transcripts on live chat, and one of the most potent uses for this call recording is to
record the best customer service interactions and use them to train the others. If a
tough customer comes along and a great resolution come out of the interaction, it
can be used as a case study and folded into part of the training program.

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v. Advantages and disadvantages of shopping on the Web and shopping in an

offline store:

Advantages shopping on the web Disadvantages shopping on the web

Saves time and efforts. Delay in delivery.

Convenience of Shopping at home. Frauds in online shopping.

Good discounts / lower prices. Lack of significant discounts in online

shops.

Advantages shopping in an offline store Disadvantages shopping in an offline store

Personal touch Less Choice

Checking of Goods Instantly More Expensive or Lack of Discounts
Instant Use and No Waiting Period Time Consuming

o I prefer to shopping in an offline because it will give happiness because yourself can
actually experience the product. An example you can try the item or product and if
you want to change the product you can return. But not for all stores, just a certain
stores. We can also personalized attention and recommendation from sales staff.
The best feeling is we no need to wait for a week for the product that you ordered.
And we can enjoy the shopping!