Mr J – more than just a pretty face

How it all began 2004 – a friend set up on ebay selling a selection of pet products from his living room 2004 – a friend set up on ebay selling a selection of pet products from his living room 2005 – rapid expansion saw him move away from ebay and set up an online retailer for Pet Supplies called Vet Uk 2005 – rapid expansion saw him move away from ebay and set up an online retailer for Pet Supplies called Vet Uk

Where is he now Currently one of the biggest online retailers for pet supplies with an annual turnover of £8 million Currently one of the biggest online retailers for pet supplies with an annual turnover of £8 million 12 employees, a warehouse the size of Morissons, a million pound house and an Audi S8 12 employees, a warehouse the size of Morissons, a million pound house and an Audi S8

Where do I fit in? 2005 Pets Mania was formed as a partnership between two friends to supply a small range of pet supplies, purchased wholesale from Vet Uk, to be sold on ebay for a profit 2005 Pets Mania was formed as a partnership between two friends to supply a small range of pet supplies, purchased wholesale from Vet Uk, to be sold on ebay for a profit

Some of our products

How the business has developed 2005 – – and the future 2010 and the future

Facts and Figures Average Sales 35 per day Average Sales 35 per day Current annual turnover £120,000 Current annual turnover £120,000 Profit 15% Profit 15%

Costs Listing fees Listing fees Final Value Fees (FVF) when an item sells a % of the sale value goes to ebay Final Value Fees (FVF) when an item sells a % of the sale value goes to ebay PayPal fees when a purchase is made through paypal (All of ours) a % of the money transaction goes to paypal PayPal fees when a purchase is made through paypal (All of ours) a % of the money transaction goes to paypal Postage and Packaging Postage and Packaging IT specialist IT specialist

Pause Any questions? Any questions?

What makes a successful online retailer Sell something people want Sell something people want Sell a quality product Sell a quality product Sell it at the right price Sell it at the right price Get it to the customer quickly Get it to the customer quickly GOOD CUSTOMER SERVICE

How we achieve this Answer questions within 24 hours Answer questions within 24 hours All items ordered after 1pm sent out next day first class delivery All items ordered after 1pm sent out next day first class delivery Be polite and courteous Be polite and courteous Deal with complaints effectively Deal with complaints effectively Keep the customer updated about their purchase Keep the customer updated about their purchase Simple page layout Simple page layout The customer is always right….even when they are wrong!! The customer is always right….even when they are wrong!!

What are our Risks and Responses Item damaged Item damaged Item not arriving ‘Royal Mail’ Item not arriving ‘Royal Mail’ Dodgy ebayer Dodgy ebayer Feedback of the product and not the service Feedback of the product and not the service Wrong item sent Wrong item sent Issues relating to our supplier and packager Issues relating to our supplier and packager Ebay pulling the plug Ebay pulling the plug

Why is this so important to the ebay seller After every transaction the buyer and seller leave each other feedback based on four criteria After every transaction the buyer and seller leave each other feedback based on four criteria 1.Item as described 1.Item as described 2.Communication 2.Communication 3.Despatch Time 3.Despatch Time 4.Postage and Packaging Charges 4.Postage and Packaging Charges

How does this affect us Our ebay FVF are directly affected by our customer rating, better rating = bigger discount Our ebay FVF are directly affected by our customer rating, better rating = bigger discount The higher our rating or status the higher up the item list our items will be (better coverage) This has proved to lead to greater sales The higher our rating or status the higher up the item list our items will be (better coverage) This has proved to lead to greater sales Good feedback leads to good reputation which leads to ‘Top Rated Seller’ status. (mark of a trustworthy and efficient ebayer) Good feedback leads to good reputation which leads to ‘Top Rated Seller’ status. (mark of a trustworthy and efficient ebayer)

Other Benefits Top-rated seller and PowerSeller benefits Top-rated seller and PowerSeller benefits Benefits for maintaining a high level of performance, and policy compliance include: Benefits for maintaining a high level of performance, and policy compliance include: For PowerSellers: For PowerSellers: Prioritised customer service Prioritised customer service Fee discounts Fee discounts Unpaid item protection Unpaid item protection Learn more about PowerSeller benefits. Learn more about PowerSeller benefits.PowerSeller benefitsPowerSeller benefits Top-rated sellers receive the following privileges and benefits: Top-rated sellers receive the following privileges and benefits: Highest fee discounts Highest fee discounts Increased visibility in Best Match Increased visibility in Best Match Exclusive access to Feature First Exclusive access to Feature First A prominent Top-rated seller badge on your view item pages A prominent Top-rated seller badge on your view item pages

Where do we go from here?

What does 2010 have in store for us Becoming VAT registered as annual turnover being greater than £70,000 Becoming VAT registered as annual turnover being greater than £70,000 Fully automated ordering system Fully automated ordering system Greater product range Greater product range Hire an accountant to work everything out Hire an accountant to work everything out