{"text_format":"2","workbook":"xlsx","n_sheets":17,"sheets":["1.整体规划","2.行动汇总","3.分工执行","3.双十一排期1","3.双十一排期2","4.预算表","5.流量计算","6.流量计划1","7.流量计划2","8.货品规划","9.货品跟进","10.素材准备","11.老客户营销","12.活动前检查","13.活动实时分工","14.好评提升","15.客服话术"],"not_rendered":{"charts":0,"images":0,"macros":0,"external_links":0,"defined_names":2,"comments":2,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"run_cost":"one","rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"1.整体规划","index":0,"n_rows":14,"n_cols":21,"rows_kept":14,"cut":false,"hidden":false,"merged":[[3,0,8,0],[11,0,12,0],[3,1,5,1],[11,1,12,1],[3,2,5,2],[11,2,12,2],[3,3,5,3],[11,3,12,3],[3,4,5,4],[3,6,5,6],[3,8,5,8],[3,10,5,10],[3,12,5,12],[3,14,5,14],[3,16,5,16],[15,18,16,21]]}
[]
["时期","时段","时间",null,"Line　1",null,"Line　2",null,"Line　3",null,"Line　4",null,"Line　5",null,"Line　6",null,"Line　7",null,"Line　8",null,"Line　9"]
[{"$nulls":4},"运营",null,"商品",null,"推广",null,"UED",null,"仓库",null,"服务商",null,"客服组",null,"数据组",null,"行政"]
["售前","筹备期","6.1-8.31","双十一规划","定策略\n目标分解\n人员规划\nEDM规划\n页面框架\n双十一活动方案\n资格报名\n中国最辣妈方案\n人员安排\n节前活动策划\n人员储备\n预售商品报名\n中国最辣妈启动",null,"商品规划\n商品补充\n商品优化\n宝贝描述优化",null,"双十一总推广计划准备\n各个规划计划测试\n中国最辣妈推广\n带子店&分销页面测试",null,"推广图测试\n设计框架\nEDM设计\n根据不同时段不同页面方案及设计\n中国最辣妈页面设计",null,"盘货计划\n库位安排\n货品盘点\n快递洽谈",null,"预约驻守公司人员\n库存更新\n测试",null,"快捷语规划\n催单计划\n人员储备\n劝退服务差客服\n双十一人员安排计划"]
[]
[]
[]
[null,"预热期","9.1-10.21","**活动","天猫资源\n关键字优化\n动员大会\n帮派活动\n正式商品报名\n**活动评选"," ","商品补充\n商品优化",null,"各家店铺推广规划\n宝贝标题优化\n直通车预埋\n带子店&分销方案及统筹\n店铺互链协调",null,"根据不同方案页面设计",null,"人员安排\nEDM发放\n增开流水线",null,"库存调动总货同步\n设置活动",null,"售前培训\n售后培训",null,"备货库存检查\n定制监控数据表格",null,"战区布置\n酒店预定\n食品保障"]
[]
[null,"蓄水期","10.22-11.10","预热收藏","打收藏支付宝充值\n调整商品布局\n活动宣传",null,"商品补充\n商品优化",null,"各店铺推广实施",null,"根据热力图调整页面",null,"发货模拟",null,"库存核查\n动设置检查",null,"调整快捷语",null,"监控内容格式确定",null,"优化布景\n食品补给"]
[]
["售中","引爆期","11.11-11.12","正式活动","根据流量调整策略\n售前激励",null,"咨询支援（商品）",null,"实施调整",null,"页面替换\ntop宝贝页制作调整",null,"发货",null,"时时库存监控",null,"销售打连带\n定时催单",null,"竞品数据监控\n店铺流量监控",null,"食品补给\n后勤支援"]
[]
["售后","二次传播期","11.13-11.31","售后、品牌推广","常见售后整理公示\n售后协助\n活动总结",null,"咨询支援（商品）",null,"效果评估总结",null,"更换页面\n出通知公告",null,"及时反馈发货情况，快递沟通",null,"仓库发货跟进",null,"售前转售后",null,null,null,"打扫战场"]

{"sheet":"2.行动汇总","index":1,"n_rows":65,"n_cols":7,"rows_kept":65,"cut":false,"hidden":false,"merged":[[0,0,0,4],[2,0,46,0],[47,0,59,0],[60,0,64,0],[2,1,4,1],[5,1,8,1],[9,1,14,1],[15,1,19,1],[20,1,36,1],[37,1,46,1],[47,1,51,1],[54,1,56,1],[57,1,59,1],[60,1,62,1],[63,1,64,1],[5,3,8,3]]}
["双十一行动项目表"]
["阶段","项目","描述","备注","时间","是否完成","负责人"]
["促前","去年分析总结","查看去年双十一的资料","回顾过程"]
[null,null,"讨论","安排人员和商品"]
[null,null,"总结","规划店铺内商品结构"]
[null,"目标","设定双十一销量目标（B店：冲2000保1500万，\nC店：冲300保100）","通过双十一，完成目标"]
[null,null,"设定服务目标，DSR评分、纠纷率、回头率、响应率"]
[null,null,"设定运营指标，转化率、跳失率、人均浏览页"]
[null,null,"设定客户CRM指标"]
[null,"商品端","梳理商品计划，确定主推商品及价格","商品分层和定价（包括双11后主推商品）"]
[null,null,"主力商品价格申报","确保活动当天销售无误"]
[null,null,"确定1111能调整的商品库存","确保当天能有临时调拨库存，在当天能申报"]
[null,null,"库存盘点，精准库存","防止超卖投诉及售后问题"]
[null,null,"客服衣服试穿，尺码推荐培训","最大程度了解实物尺码，提高尺码推荐准确度"]
[null,null,"设置安全库存"]
[null,"系统相关","价格申报系统学习及商品导入"]
[null,null,"财务人员跟进各种收费产品情况\n（图片空间、直通车、促销工具等）"]
[null,null,"图片移至淘宝图片空间"]
[null,null,"保证金冻结"]
[null,null,"物流系统对接调试"]
[null,"运营端","10月初开始 双11预热"]
[null,null,"双11店铺首页模板确定（5套备选）"]
[null,null,"宝贝详情页优化（5套备选）","引导自助购物、双十一活动说明，\n发货情况备注等相关信息）"]
[null,null,"店铺自定义页面及商品列表页优化（2个方案）"]
[null,null,"活动当天活动规则确定及相关细节","规则、奖品、产品实现、时间点"]
[null,null,"直通车及明星店铺，充值并确定推广关键词和商品，","提高商品范围和推广力度，全力为0-12点引流"]
[null,null,"淘客调整佣金比例，确定淘客推广计划"]
[null,null,"短信群发，提醒老用户关注双11活动"]
[null,null,"商品标题优化，匹配商城关键字如去年：双11购物狂欢节","提高搜索流量"]
[null,null,"旺旺群消息关注情况","关注会场群及各种商家群，确保最新通知无遗漏"]
[null,null,"友情链接","增加各个店铺的友情链接，最大化流量"]
[null,null,"所有双11快捷回复确认","（发货、优惠、规则、售后、尺码等）"]
[null,null,"短信模板、电话模板、催款模板等等","标准化服务"]
[null,null,"E客服增加","提高客服接待能力"]
[null,null,"内部内训","全员理解活动规则和操作流程，专人专责，落实到人"]
[null,null,"全体动员大会，士气激励"]
[null,null,"售罄标识","活动当天可以适当留若干售罄标识，增加促销气氛"]
[null,"物流端","标准作业流程，测算发货效率","安排小组分工，测算每小组单位发货量"]
[null,null,"根据发货效率计算所需人员数量，并根据订单情况排班"]
[null,null,"仓位确定","所有商品有序排放，热卖商品放置考前位置"]
[null,null,"流程优化"]
[null,null,"机动发货人员名单确定","预先招募人员"]
[null,null,"实战培训演练一次"]
[null,null,"硬件准备(打印机、纸张、扫描枪、快递盒)","宁可多备并测试可用"]
[null,null,"物流公司沟通","确定双十一仓库待命和配合分工"]
[null,null,"商品布局，人员路线，发货流水线优化"]
[null,null,"提供热卖商品预估方便提前打包"]
["促中","运营端","数据监控","入口图片点击、店铺首页商品点击、\n运营数据、销售数据等全面监控"]
[null,null,"美工视觉营销","页面制作，商品位置调整"]
[null,null,"货品端监控"]
[null,null,"信息监控","密切关注小二信息和竞争对手动态"]
[null,null,"临时商品信息申报，库存补充"]
[]
[]
[null,"客服安排","人员分配","售前接待，售中崔付款，售后退款退钱等等，\n专门接电话的客服"]
[null,null,"住宿吃饭","提前订好餐，准备好零食，安排好通宵人员住宿情况"]
[null,null,"审单打单分类","按照最新的审单标准"]
[null,"物流端","合理安排发货人员班次，","视当日前半段发货进度调配之后的人员配备"]
[null,null,"盯库存"]
[null,null,"仓库整理","专人仓库整理，将错单、掉地上的商品整理"]
["促后","运营端","更换活动后页面模板"]
[null,null,"活动总结"]
[null,null,"根据活动后高位流量维持一周的经验做好销售"]
[null,"客服端","售后服务"]
[null,null,"库存核对"]

{"sheet":"3.分工执行","index":2,"n_rows":34,"n_cols":12,"rows_kept":34,"cut":false,"hidden":false,"merged":[[0,0,0,11],[1,8,1,11],[1,5,3,5],[1,6,3,6],[1,7,3,7],[1,3,3,4],[1,0,3,0],[4,0,5,0],[6,0,11,0],[12,0,17,0],[18,0,23,0],[24,0,26,0],[27,0,29,0],[30,0,32,0],[1,1,3,1],[4,1,5,1],[6,1,11,1],[12,1,17,1],[18,1,23,1],[24,1,26,1],[27,1,29,1],[30,1,32,1],[1,2,3,2],[4,2,5,2],[6,2,11,2],[12,2,17,2],[18,2,23,2],[24,2,26,2],[27,2,29,2],[30,2,32,2]]}
["双十一项目分工执行表（模板）"]
["序号","项目","责任人","工作内容\n（可根据企业具体内容进行修改）",null,"内容要求","完成\n时间","负责人","跟进情况反馈"]
[{"$nulls":8},"第一次跟进","第二次跟进","第三次跟进","第四次跟进"]
[{"$nulls":8},"2012-08-15","2012-09-15","2012-09-29","2012-10-10"]
["一","总览",null,1,"活动时间（预热/销售）","确定好具体的阶段性活动内容","实时"]
[null,null,null,2,"官方活动内容及细则","必须时时跟进，并且通知到每一个负责人","实时"]
["二","广告资源",null,1,"官方活动展位",null,"实时"]
[null,null,null,2,"硬广投放计划"]
[null,null,null,3,"直通车/钻石展位（商业流量）投放计划","具体的位子，投放时间，费用规划"]
[null,null,null,4,"搜索/爆款计划","测试出具体款式，通过多方面全面验证。并且列出结点"]
[null,null,null,5,"老用户营销推广计划"]
[null,null,null,6,"其他免费资源整合计划（出差/完成时间）"]
["三","货品规划",null,1,"货品结构、活动商品选择及定价","具体的商品，深度计算，下单准备及采购时间，"]
[null,null,null,2,"主推品类及主推产品选择定价"]
[null,null,null,3,"部分单品新链接制作（根据实际情况）"]
[null,null,null,4,"活动款系统录入（根据实际情况）"]
[null,null,null,5,"货品到仓时间确定"]
[null,null,null,6,"质检（全检或抽检）计划"]
["四","形象开发",null,1,"新品拍摄及部分款重新拍摄"]
[null,null,null,2,"新品上架及单品重点包装（部分款重做链接等）"]
[null,null,null,3,"硬广及展位素材等多方案制作"]
[null,null,null,4,"店铺结构及页面设计初稿"]
[null,null,null,5,"店铺结构确认及页面设计完成"]
[null,null,null,6,"DM单及EDM推广素材制作印刷"]
["五","活动策划",null,1,"活动策划方案初稿框架"]
[null,null,null,2,"活动执行方案（详细—定）"]
[null,null,null,3,"页面所需文案及细则准备"]
["六","数据分析",null,1,"2010年-2011年相关历史数据参考"]
[null,null,null,2,"竞品定价等相关数据收集"]
[null,null,null,3,"实时数据跟进分析"]
["七","客户服务",null,1,"客服接待量预测及活动期客服排班"]
[null,null,null,2,"售后接待量预测及排班"]
[null,null,null,3,"其他平台支援人员培训"]
["八","仓储物流",null,1,"物流发包量预测及排班"]

{"sheet":"3.双十一排期1","index":3,"n_rows":103,"n_cols":80,"rows_kept":103,"cut":false,"hidden":false,"merged":[[100,0,100,4],[74,0,74,4],[79,0,79,4],[84,0,84,4],[88,0,88,4],[23,0,23,4],[73,0,73,4],[91,0,91,4],[92,0,92,4],[96,0,96,4],[63,0,63,4],[57,0,57,4],[52,0,52,4],[42,0,42,4],[37,0,37,4],[30,0,30,4],[0,1,1,4],[0,0,1,0],[16,0,16,4],[17,0,17,4]]}
["双十一排期","排期中\n绿色字已完成,红色字未完成",{"$nulls":60},"执行时间"]
[{"$nulls":5},5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18]
["项目内容","描述","Deadline","Status","By who"]
["ERP优化及方案",null,"10月30日前","NO"]
["和物流公司沟通好相关事宜","面单、配合人员等","10月25日前","NO"]
["400电话服务 ","修改和设定400自动回复话术，处理好电话断线的故障。保证2条线路可用。","10月24日前","NO"]
["双十一产品价格确定",null,"10.15-10.17","NO"]
["双十一产品活动申报",null,"10.17-10.28","NO"]
["申报结果最后审核和确认",null,"10.29-10.30","NO"]
["预热方案确认",null,"10.15-10.17","NO"]
["促销方案确认",null,"10.15-10.17","NO"]
["会员方案确认",null,"10.15-10.17","NO"]
["修改密码","B、C、良C修改密码，11月11日后开放密码","2011-11-10","NO"]
["检查是否是 “运费卖家承担”“付款减库存”",null,"2011/11/9-2011/11/10","NO"]
["取消库存自动同步功能",null,"2011-11-09","NO"]
["手动修改库存","包括新品的库存等，通知取消同步","10月25日前","NO"]
["前期准备"]
["商品保障"]
["库存补单","对能补单的产品下单，还有新品补货单。","10.20前","NO"]
["新品上架完毕",null,"10月25日前","NO"]
["产品入库确认","所有能赶双十一前入库的产品必须在规定时间内入库完毕","11/8前","NO"]
["主推款信息、尺码确认及优化","包括颜色、描述、尺码核对确认","10.30前","NO"]
["主推款优化完毕",null,"10.30前"]
["库存清点及优化"]
["盘点款号确认",null,"10月18号"]
["库存盘点对应ERP数据",null,"10月28日之前","NO"]
["仓库整理优化","包括标准制定，流程制定","10月30日前","NO"]
["ERP数据和上架核对",null,"10月28日之前","NO"]
["库存预留方案",null,"2011-10-21","NO"]
["ERP库存预警机制","大家讨论预警方案，技术部门执行",null,"NO"]
["流量资源"]
["直通车","图片及关键词确认","10月23日前","NO"]
["钻展","图片选择，根据点击率","10月23日前","NO"]
["聚划算","争取聚划算品牌团","10月23日前","NO"]
["淘金币","确认11.11上架淘金币专场",null,"YES"]
["SNS站外",null,"11月1日前","NO"]
["老客户激活","EDM，短信，或其他","10月22日前","NO"]
["人员安排"]
["外部人员确认安排","学校客服的临时招聘和工作安排","10月23日前"]
["客服排班表","11.10日开始做通宵排班，包括机动人员，外部人员，及客服部门，在双十一后的一个星期，晚班安排售后。","10月25日前","NO"]
["物流排班表","11日开始做通宵排班","10月25日前","NO"]
["机动客服排班表",null,"10月25日前","NO"]
["页面制作"]
["双十一活动报名图","必须通过测试和优化","10月23日前"]
["页面布局方案确认",null,"10月17日前"]
["预热页面","11月1日上线","10月25日前"]
["活动页面","11月11日上线","10月31日前","NO"]
["引导页面","⑴自主购物流程图（购物车使用、优惠使用、积分及其他付款信息教程）\n⑵常见问题说明页面（包括现有页面呈现的、客服开会总结的）\n⑶双十一活动规则，退换货流程和我司安排的情况。\n⑷新手引导界面（考虑新手什么都不会的情况）\n(5)尺码表优化","10月31日前","NO"]
["恢复正常后页面","11月12日上线","11月5日前"]
["促销图片","凸显店铺双十一氛围","10月31日前","NO"]
["其他图片","各种其他活动报名、SNS、会员需求等","11月8日前","NO"]
["海报设计","根据郭总要求设计折叠海报","10月20日前","NO"]
["会员营销"]
["短信营销","9日首次发送10日10点-11点二次发送","10月31日前","NO"]
["邮件营销",null,"10月31日前","NO"]
["旺旺群营销",null,"10月31日前","NO"]
["站内信营销",null,"10月31日前","NO"]
["物流相关"]
["标准化流程","制定各项环节的标准化流程，并打印文档，确保工作流程标准、明确","10月31日前","NO"]
["货品摆放","科学规划，有计划的摆放爆款、主推的商品，提高发货效率","10月31日前","NO"]
["机动人员培训和测试","增加机动人员、做好培训、提前测试","11月8日前","NO"]
["快递沟通","提前和快递公司沟通，达成在双十一期间发货的具体人员，车辆，发货次数等方面的协议。","10月31日前","NO"]
["物流物质保障","提前备好各项物质，如打印机、色带、面单、盒子等","11月8日前"]
["其他"]
["机动客服快捷回复优化和整理",null,"10月21日完成","NO"]
["催单旺旺、短信文案和电话话术","售前，售中，售后","10月23日完成","NO"]
["机动及其客服培训",null,"2012-10-30","NO"]
["无评价商品刷单炒评价",null,"10月31日前","NO"]
["客服400电话直线安排",null,"10月31日前","NO"]
["物资保障","见附件",null,"NO"]
["留言区开启","使用留言板或帮派，提供客户在旺旺无法联系的时候询问的通道。","10月31日前","NO"]
["短信充值","充值足够短信，应付双十一的发送",null,"NO"]
["后勤保障","保证食品，水，及其他后勤方面的保证",null,"NO"]
["活动日当天（11.11）"]
["活动监控"]
["货品监控","是否缺货；库存有误",null,"NO"]
["效果监控","转化率低的商品或专题及时更换",null,"NO"]
["流程监控","所有环节是否流畅，出现问题必须及时调整",null,"NO"]
["主推款监控","根据库存分配，做库存调整",null,"NO"]
["客服营销"]
["催单","专门人员催单，大额订单电话催单",null,"NO"]
["在线时间","10日-13日24小时有客服在线",null,"NO"]
["人员","机动人员主售前，原客服主售后",null,"NO"]
["二次营销方案","为11日后继续购买埋伏笔",null,"NO"]
["售中页面"]
["断货商品更换",null,null,"NO"]
["转化率低商品更换",null,null,"NO"]
["突发事件公告",null,null,"NO"]
["其他注意事项"]
["统一快递或页面快递说明","避免前期咨询量和后期退货量",null,"NO"]
["商品上架","11.11日前检查所有参加活动商品是否上架成功",null,"NO"]
["活动后事项"]
["客服售后"]
["前台客服","恢复正常客服工作状态",null,"NO"]
["售后客服","增加售后客服，核算物流情况；缺货商品必须电话告诉客户致歉解决",null,"NO"]
["退换货","快速解决客户因为各种原因引发的退换货，和退款情况",null,"NO"]
["页面设置"]
["活动延续","微提高价格，延续活动主题",null,"NO"]
["滞销商品专题","对活动日滞销商品专项出促销方案",null,"NO"]
["二次营销方案","通过数据分析对有潜力的客户进行2次的营销（如：买了裤子和毛衣的，可以叫他买外套）",null,"NO"]
["后台发货"]
["准确率","通过多重检查减少发货出错率",null,"NO"]
["多级分拣","通过多级分拣提高效率",null,"NO"]

{"sheet":"3.双十一排期2","index":4,"n_rows":71,"n_cols":70,"rows_kept":71,"cut":false,"hidden":false,"merged":[[36,0,40,0],[0,0,0,8],[0,9,0,39],[0,40,0,69],[1,3,2,3],[1,4,2,4],[1,5,2,5],[1,6,2,6],[1,7,2,7],[1,8,2,8],[1,1,2,2],[3,1,3,2],[3,9,3,15],[3,16,3,20],[3,21,3,26],[3,27,3,36],[3,66,3,69],[4,16,4,24],[5,16,5,20],[6,16,6,26],[7,27,7,48],[3,37,3,39],[3,40,3,46],[3,47,3,49],[3,51,3,55],[3,56,3,65],[8,16,8,20],[9,27,9,48],[10,27,10,48],[11,18,11,39],[12,16,12,20],[13,16,13,39],[14,41,14,49],[15,50,15,59],[16,27,16,37],[17,16,17,50],[18,21,18,26],[19,21,19,26],[20,21,20,26],[21,26,21,49],[23,21,23,26],[24,21,24,26],[25,27,25,36],[26,27,26,36],[27,27,27,36],[28,32,28,36],[29,32,29,36],[30,32,30,36],[31,37,31,39],[32,33,32,34],[34,40,34,47],[35,40,35,46],[43,40,43,49],[51,51,51,52],[52,50,52,69],[53,1,53,3],[47,3,50,3],[47,4,50,6],[65,1,65,4],[1,0,2,0],[4,0,10,0],[11,0,15,0],[16,0,24,0],[25,0,31,0],[32,0,34,0],[41,0,46,0],[4,1,10,1],[11,1,15,1],[16,1,24,1],[25,1,31,1],[32,1,34,1],[36,1,40,1],[41,1,46,1],[47,1,50,1],[54,1,64,1],[4,2,5,2],[7,2,10,2],[11,2,13,2],[14,2,15,2],[17,2,21,2],[22,2,24,2],[25,2,27,2],[28,2,30,2],[32,2,34,2],[36,2,38,2],[39,2,40,2],[41,2,43,2],[44,2,45,2],[47,2,50,2]]}
[{"$nulls":9},"10月份",{"$nulls":30},"11月份"]
["序号","项目",null,"执行事项","开始时间","结束时间","负责人","工作重点","对接负责人","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五","六","日","一","二","三","四","五"]
[{"$nulls":9},1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30]
[{"$nulls":9},"国庆放假",{"$nulls":6},"双十一资源(坑位）确定旗",{"$nulls":4},"店铺活动方案计划期",{"$nulls":5},"活动方案资源筹备期（货品/页面设计/客服培训/仓储）",{"$nulls":9},"排查期  验收期",null,null,"店铺/微博等预热期（造势）",{"$nulls":6},"页面代码排查",null,null,"活动","活动承接（后续流量）",{"$nulls":4},"品牌周（TB资源配合）",{"$nulls":9},"微博事件营销活动"]
[1,"资源整合期","内外资源","公司资源整合",null,null,null,"公司活动投入，内部部门分工工作协调","荣峰",{"$nulls":7},"公司资源支持政策落地"]
[null,null,null,"渠道资源整合",null,null,null,"电子商务资源整合，淘宝频道资源整合","傲云/子冉",{"$nulls":7},"双十一资源确定"]
[null,null,"活动策划","活动思路案和策划案",null,null,null,"活动每个节点的链接思路和策划的流程","小二",{"$nulls":7},"双十一活动，店铺活动策划"]
[null,null,"资源执行","淘宝其他资源确定及执行",null,null,null,"资源协调确定资源并跟进活动","小二",{"$nulls":18},"淘宝其他资源确定及执行"]
[null,null,null,"双十一会场资源确定及执行",null,null,null,"专场活动产品规划，资源协调活动上线","小二",{"$nulls":7},"双十一会场资源确定"]
[null,null,null,"电器城资源确定及执行",null,null,null,"提供活动方案给商城类目，争取活动资源支持","小二",{"$nulls":18},"电器城资源确定及执行"]
[null,null,null,"淘外其它活动频道资源落地执行",null,null,null,"站外资源的活动推广时间点及确定推广执行","小二",{"$nulls":18},"其他淘宝活动频道资源落地执行"]
[2,"货品物流筹备期","产品计划备货","新产品预售准备",null,null,null,"新品生产时间，上市时间的确定，清除零动销","晓冬/俊杰",{"$nulls":9},"活动新品清除零动销"]
[null,null,null,"产品策划",null,null,null,"活动产品规划及店铺活动产品的分配","俊杰",{"$nulls":7},"产品策划，选品"]
[null,null,null,"产品采购计划",null,null,null,"活动产品的排产保证产品库存","俊杰",{"$nulls":7},"产品采购计划"]
[null,null,"物流筹备","入仓安排",null,null,null,"双十一活动后发货安排","省仓负责人",{"$nulls":32},"入仓安排"]
[null,null,null,"发货",null,null,null,"活动当天货品发货，赠品，物料卡，（发票）","省仓负责人",{"$nulls":41},"省仓发货"]
[3,"会场，店铺活动方案确定期","活动产品包装","新产品包装（页面）",null,null,null,"新产品的资料收集，卖点挖掘，标题优化","国平",{"$nulls":18},"活动产品图片制作（橱窗图，产品页，店铺首页）"]
[null,null,"方案确定","淘宝资源沟通协调",null,null,null,"向类目和频道提供活动方案，沟通争取支持","国平",{"$nulls":7},"淘宝资源沟通协调"]
[null,null,null,"店铺促销主题、促销策略",null,null,null,"根据活动主题制定每期活动的促销政策","国平",{"$nulls":12},"店铺促销主题、促销策略"]
[null,null,null,"店铺活动主推产品规划",null,null,null,"根据公司产品方向选取活动产品完善方案","国平",{"$nulls":12},"店铺活动主推产品规划"]
[null,null,null,"店铺玩法及赠品确定",null,null,null,"活动游戏玩法步骤和规则，赠品和数量的确定","国平",{"$nulls":12},"店铺玩法及赠品确定"]
[null,null,null,"友情链接合作资源协调",null,null,null,"友情商家沟通，友情链接，Banner","赵文",{"$nulls":17},"友情链接合作资源协调"]
[null,null,"文案策划","活动物料文案（待定是否要卡）",null,null,null,"物料的文案写作，策划","待定"]
[null,null,null,"活动页面文案",null,null,null,"活动页面制作中的版块产品细节文案的制作","赵文",{"$nulls":12},"活动页面文案"]
[null,null,null,"活动推广文案",null,null,null,"活动待上线和上线后的站外及站内活动","赵文",{"$nulls":12},"活动推广文案"]
[4,"页面设计期","页面设计","店铺页面修改",null,null,null,"活动店铺的装修和活动促销店铺确定","国平",{"$nulls":18},"店铺页面修改"]
[null,null,null,"活动页面设计",null,null,null,"活动页面分每阶段执行设计，初稿-一次修改-二次修改-完稿","国平",{"$nulls":18},"活动页面设计"]
[null,null,null,"活动素材",null,null,null,"双十一活动素材按时提交","小二",{"$nulls":18},"活动素材"]
[null,null,"页面实现","活动页面切割",null,null,null,"每期活动页面的切割，图片代码制作",{"$nulls":24},"活动页面切割"]
[null,null,null,"程序嵌套调试",null,null,null,"页面特殊需求提交淘宝协助完成",{"$nulls":24},"程序嵌套调试"]
[null,null,null,"活动页面上线内测",null,null,null,"活动页面上线检测，产品、指向链接核对等","小二",{"$nulls":23},"活动页面上线内测"]
[null,null,"活动页面","文案及页面验收把控",null,null,null,"对设计的页面进行审查验收，对产品、价格、文案、活动等核对","永梅",{"$nulls":28},"文案及页面验收把控"]
[5,"客服培训期","客服培训","客服活动前培训",null,null,null,"各活动店铺客服的产品、活动流程等培训","晓冬&国平",{"$nulls":24},"客服活动前培训"]
[null,null,null,"客服活动中回馈活动信息",null,null,null,"活动过程中客服遇到问题的解答",{"$nulls":42},"客服活动中回馈活动信息"]
[null,null,null,"活动快捷语",null,null,null,"活动产品旺旺的快捷语，旺旺签名，自动回复话术","国平",{"$nulls":31},"活动快捷语"]
[6,"仓储测试期","物流发货","系统前期测试、活动前期发货准备及快速发货",null,null,null,"客户及时备货、安排好发货人员","省仓负责人",{"$nulls":31},"系统前期测试、活动前期发货准备及快速发货"]
[null,"预热期","站内","CRM会员通知（促销短信）"]
[null,null,null,"直通车3天和钻展2天的专题宣传"]
[null,null,null,"店铺首页悬挂宣传1111活动海报"]
[null,null,"站外","微博活动预热（大号宣传+个人）"]
[null,null,null,"社区，帮派等宣传"]
[7,"活动当天","活动执行期","活动数据统计",null,null,null,"活动期间统计活动需求数据","国平",{"$nulls":41},"活动数据统计"]
[null,null,null,"活动维护及突发事件",null,null,null,"活动异常事项注意及时处理","国平",{"$nulls":41},"活动维护及突发事件"]
[null,null,null,"活动跟进传播",null,null,null,"活动上线后的站外传播（微博、帮派、论坛等）","国平",{"$nulls":31},"活动跟进传播"]
[null,null,"应急方案小组","项目进展把控、活动资源协调、营销紧急事件处理等",null,null,null,"项目工作点流程的把控，确定活动顺利进行，特殊处理紧急营销事件，确保活动完美结束","对应小二",{"$nulls":41},"应急"]
[null,null,null,"即时报道活动当天战况（店铺）",null,null,null,"每个一个小时在店铺滚动栏报道战绩制造气氛","永梅",{"$nulls":41},"战况"]
[null,null,"活动协调员","处理活动当天销售答疑",null,null,null,"客服在销售过程中处理不了的难题","永梅",{"$nulls":41},"答疑"]
[null,"活动当天紧急计划","活动当天可能出现的情况和应急方案（4种方案）","一、没有流量\n二、有流量，转化率却很低\n三、主推产品销量很好，关联产品却销量不理想\n四、主推产品超出预期，卖超了","行动具体措施看附件"]
[]
[]
[]
[8,"总结","活动总结","活动总结PPT（提交汇报给相关领导和负责对应的小二）",null,null,null,"活动后各店铺做活动总结","国平",{"$nulls":42},"活动\n总结"]
[9,"售后","售后服务","处理活动售后及产品售后",null,null,null,"活动后各店铺做活动总结","售后客服",{"$nulls":41},"处理活动售后及产品售后"]
[null,"公司内部"]
[null,"类别","电商负责人"]
[null,null,"店铺负责人"]
[null,null,"主题设计"]
[null,null,"物料设计"]
[null,null,"产品策划"]
[null,null,"活动策划"]
[null,null,"产品文案"]
[null,null,"活动报名"]
[null,null,"产品计划"]
[null,null,"数据"]
[null,null,"应急小组"]
[null,"淘宝配合部门负责人表"]
[null,"序号","资源","小二及电话","备注"]
[null,1,"双十一会场"]
[null,2,"分会场"]
[null,3,"聚划算"]
[null,4,"其他资源"]

{"sheet":"4.预算表","index":5,"n_rows":19,"n_cols":7,"rows_kept":19,"cut":false,"hidden":false,"merged":[[0,0,0,4],[2,0,11,0],[12,0,18,0]]}
["双十一预算表"]
["项目","项目","计算数据","约值","单位"]
["运营数据","计划双十一营业额：",null,null,"元"]
[null,"双十一成交总单：",null,null,"单"]
[null,"双十一预期转化率："]
[null,"双十一预期客单价：",null,null,"元"]
[null,"双十一预期UV价值：",null,null,"元"]
[null,"双十一流量诉求值：",null,null,"访客"]
[null,"双十一预期净利率："]
[null,"双十一预期毛利率："]
[null,"双十一预算净利润：",null,null,"元"]
[null,"双十一预算毛利润：",null,null,"元"]
["成本数据","双十一引流成本预算值：",null,null,"元"]
[null,"双十一物流预算成本：",null,null,"元",null,{"$f":"C15+C16","v":0}]
[null,"人员工资预算：",null,null,"元"]
[null,"场地办公成本双十一仓库：",null,null,"元"]
[null,"交易费用",null,null,"元"]
[null,"信息化费用",null,null,"元"]
[null,"合计：",{"$f":"SUM(C13:C18)","v":0},{"$f":"ROUND(C19,-4)","v":0},"元"]

{"sheet":"5.流量计算","index":6,"n_rows":16,"n_cols":6,"rows_kept":16,"cut":false,"hidden":false,"merged":[[0,0,0,5],[14,0,14,9],[15,0,15,9]]}
["流量计划相关"]
[null,"预计UV","转化率","订单量","客单价","销售金额目标"]
["年中大促主要目标",600000,0.03,{"$f":"B3*C3","v":18000},260,{"$f":"D3*E3","v":4680000}]
["年中大促正式（活动当天流量增长预估）",250000]
["年中大促预热期间",100000]
["直通车",50000]
["淘宝客",50000]
["钻石展位",50000]
["外网流量",0]
["硬广",0]
["crm",50000]
["无线",50000]
["最终流量缺口",{"$f":"B3-B4-B5-B6-B7-B8-B9-B10-B11-B12","v":0}]
["作用："]
["1、年中大促主要目标：商家制定销售金额目标，转化目标，客单价目标后，公式自动得出预计UV目标，用于初期目标制定使用"]
["2、预计UV栏下方内容，为主要流量来源方式，根据主要流量来源方式制定不同的转化，客单，销售目标，最后合计得出流量缺口\n及销售目标差异，如存在差异需要做微调，非常重要，销售目标还影响着备货情况"]

{"sheet":"6.流量计划1","index":7,"n_rows":83,"n_cols":18,"rows_kept":83,"cut":false,"hidden":false,"merged":[[62,1,67,1],[78,2,80,2],[0,0,0,3],[1,0,1,3],[2,0,19,0],[20,0,49,0],[50,0,82,0],[2,1,7,1],[8,1,13,1],[14,1,19,1],[20,1,25,1],[26,1,31,1],[32,1,37,1],[38,1,43,1],[44,1,49,1],[50,1,55,1],[56,1,61,1],[0,4,1,4],[68,1,73,1],[74,1,82,1],[2,2,5,2],[8,2,11,2],[14,2,17,2],[20,2,23,2],[26,2,29,2],[32,2,35,2],[38,2,41,2],[44,2,47,2],[50,2,53,2],[56,2,59,2],[62,2,65,2],[68,2,71,2],[74,2,77,2]]}
["日期",null,null,null,"合计","2012-11-01","2012-11-02","2012-11-03","2012-11-04","2012-11-05","2012-11-06","2012-11-07","2012-11-08","2012-11-09","2012-11-10","2012-11-11","2012-11-12","2012-11-13"]
["星期",{"$nulls":4},"星期五","星期六","星期日","星期一","星期二","星期三","星期四","星期五","星期六","星期日","星期一","星期二","星期三"]
["直通车","宝贝A","总投入","关键"]
[null,null,null,"定向"]
[null,null,null,"类目"]
[null,null,null,"热卖单品"]
[null,null,"流量"]
[null,null,"转化率"]
[null,"宝贝b","总投入","关键"]
[null,null,null,"定向"]
[null,null,null,"类目"]
[null,null,null,"热卖单品"]
[null,null,"流量"]
[null,null,"转化率"]
[null,"其他","总投入","页面推广"]
[null,null,null,"明星店铺"]
[null,null,null,"站外"]
[]
[null,null,"流量"]
[null,null,"转化率"]
["钻展/硬广","首页","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"双11活动页","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"店铺其他承接页","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"主推宝贝","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"手机淘宝","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
["站外、淘客其他渠道","论坛","总投入"]
[]
[]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"sns","总投入"]
[]
[]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"edm","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"其他频道页面","总投入","位置A"]
[null,null,null,"位置B"]
[null,null,null,"位置c"]
[]
[null,null,"流量"]
[null,null,"转化率"]
[null,"手机淘宝","普通淘客"]
[]
[]
[]
[null,null,"vip淘客"]
[]
[]
[null,null,"流量"]
[null,null,"转化率"]

{"sheet":"7.流量计划2","index":8,"n_rows":28,"n_cols":40,"rows_kept":28,"cut":false,"hidden":false,"merged":[[0,1,0,3],[0,0,1,0],[0,4,1,4],[0,5,1,5]]}
["营销推广细化","流量计划",null,null,"责任人","完成状态",18,19,20,21,22,23,24,25,26,27,28,29,30,31,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20]
[null,"去年双十一实际 ","今年双十一目标","差异及差异说明",null,null,41565,41566,41567,41568,41569,41570,41571,41572,41573,41574,41575,41576,41577,41578,41579,41580,41581,41582,41583,41584,41585,41586,41587,41588,41589,41590,41591,41592,41593,41594,41595,41596,41597,41598]
["站内"]
["免费流量-搜索流量  "]
["免费流量-类目流量  "]
["免费流量-XXX "]
["活动流量 -主会场"]
["活动流量 -分会场"]
["活动流量 -XXX"]
["自主流量 -购物车"]
["自主流量 -老会员"]
["自主流量 -收藏店铺"]
["自主流量 -收藏单品"]
["自主流量 -XXX"]
["站外"]
["官网"]
["微博"]
["一淘"]
["推广部分"]
["明星店铺"]
["淘宝客"]
["钻展"]
["直通车"]
["短信"]
["内部联合"]
["EDM"]
["外投"]
["淘粉吧"]

{"sheet":"8.货品规划","index":9,"n_rows":41,"n_cols":15,"rows_kept":41,"cut":false,"hidden":false,"merged":[[27,0,32,0],[0,0,1,5],[3,0,8,0],[9,0,14,0],[15,0,20,0],[21,0,26,0]]}
["备货分解表格"]
[{"$nulls":6},"目标","1000万"]
["产品构成","品类","品牌","型号","产品规格","双11实际售价","预计销量","预计成交额","品类占比","商品比例","库存比例","定价范围","说明备注","产品配送赠品","搭配产品推荐"]
["双11引流款XX%；SKU：XXX"]
[]
[]
[]
[]
[]
["双11TOP热销款（产粮）XX%\nSKU：XXX"]
[]
[]
[]
[]
[]
["双11承接款、形象款XX%\nSKU：XXX"]
[]
[]
[]
[]
[]
["双11搭配款XX%\nSKU：XXX"]
[]
[]
[]
[]
[]
["双11清仓款XX%\nSKU：XXX"]
[]
[]
[]
[]
[]
["表格要求"]
["以上所有赠品按照市场价值体现"]
["其中引流款主要作用是在双11时间中做到最大的引流效力（结合品类数据提高引流效力）"]
["其中利润款以产品分化突出品牌和调性产品做出产品价值体验"]
["其中都是款以同质化竞争作为导向产品价格成本控制一定要规划好"]
["其中牺牲款以甩掉库存，无市场竞争力产品作为牺牲款"]
["其中双11搭配款是以所有的为搭配为目的统一调性的款式作为搭配购买引导"]
["以上数据必须结合市场数据进行分析提出价格体系"]

{"sheet":"9.货品跟进","index":10,"n_rows":17,"n_cols":38,"rows_kept":17,"cut":false,"hidden":false,"merged":[[0,0,0,3],[1,0,2,0],[1,1,2,1],[1,2,2,2],[1,3,2,3]]}
["货品生产销售跟进表"]
["内容","说明","责任人","完成状态",18,19,20,21,22,23,24,25,26,27,28,29,30,31,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20]
[{"$nulls":4},41565,41566,41567,41568,41569,41570,41571,41572,41573,41574,41575,41576,41577,41578,41579,41580,41581,41582,41583,41584,41585,41586,41587,41588,41589,41590,41591,41592,41593,41594,41595,41596,41597,41598]
["备货"]
["到货节奏安排"]
["现有库存情况"]
["入库安排"]
["货品摆放规划 "]
["库存同步核查"]
["拍照"]
["铺货"]
["上架"]
["预包装安排"]
["订单抽查"]
["商品宝贝页检查"]
["商品报名"]
["仓库主推品抽盘"]

{"sheet":"10.素材准备","index":11,"n_rows":31,"n_cols":37,"rows_kept":31,"cut":false,"hidden":false,"merged":[[32,0,32,6],[0,0,1,0],[0,1,1,1],[0,2,1,2]]}
["内容（所有页面素材，包含购买流量的）","说明","完成状况",18,19,20,21,22,23,24,25,26,27,28,29,30,31,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20]
[null,null,null,41565,41566,41567,41568,41569,41570,41571,41572,41573,41574,41575,41576,41577,41578,41579,41580,41581,41582,41583,41584,41585,41586,41587,41588,41589,41590,41591,41592,41593,41594,41595,41596,41597,41598]
["素材"]
["如：首页导航优化"]
["如：首页BANNER素材准备"]
["如：详情页优化"]
["如：淘宝客素材"]
["如：会场素材"]
["如：平台频道素材"]
["如：联合页素材"]
["如：预热页面"]
["如：预热首页"]
["如：预热明星店铺"]
["如：预热手机淘宝"]
["如：官网双11预告"]
["如：预热宝贝页"]
["如：正式页面"]
["如：正式活动首页"]
["如：banner"]
["如：货架模块准备"]
["如：专题页"]
["如：宝贝页"]
["如：关联货架"]
["如：临时素材"]
["如：公告"]
["如：预告"]
["如：倒计时"]
["如：活动延续调整"]
["如：页面复查"]
["如：活动后恢复页面"]
["如：发货延迟提醒公告"]

{"sheet":"11.老客户营销","index":12,"n_rows":33,"n_cols":12,"rows_kept":33,"cut":false,"hidden":false,"merged":[[4,0,4,11],[5,2,5,6],[5,7,5,11],[12,0,12,11],[13,2,13,4],[23,0,23,6],[15,2,15,4],[16,2,16,4],[17,2,17,4],[20,1,20,4],[21,1,21,4]]}
["老客推广目的","策略"]
["提升转化","买家分层，针对性推广"]
["引导新流量","老客带新客，新流量引入"]
[]
["老客分析分层"]
[null,null,"数据分析",{"$nulls":4},"电话抽样调研"]
["等级","筛选条件","人数","主要区域","消费价格段","消费金额段","职业","喜欢的商品风格","购买其他品牌","对店铺的满意点","希望店铺的改进点","日常爱好"]
["顶级会员","例：近三个域月购买频数≥5",1000]
["VVIP会员","例：近三个月购买频数≥2",5000]
["VIP会员","例：近三个月购买频数=2",20000]
["普通会员","例：近三个月购买频数=1",5000]
[]
["老客分层营销活动计划"]
["等级","活动名称","活动目的",null,null,"活动内容","活动时间","活动利益点","短信","edm","预计老客流量","预计新客流量"]
["顶级会员","新手大探险","用老客带新客，存储新客接触点便于后续营销",null,null,"老客推荐新客加入会员群，帮派等即可获得无门槛优惠券，多推荐多得！新会员在店铺消费即可活动新手大礼包","9月20日~9月30日","新客大礼包、老客无门槛优惠券","2次","1次",800,1000]
["VVIP会员","抢鲜双十一，会员早尊享","保持买家粘度，唤醒双十一关注",null,null,"双十一新款抢先看，提供部分以双十一为噱头款，预售或者制造话题","10月10日~10月20日","双十一信息提前披露","3次",null,4500]
["VIP会员"]
["普通会员"]
[]
["盘点"]
["事件","内容",null,null,null,"时间"]
["老客最后盘点","老客+新老客分层，设定投放频率、优惠券内容&发送文案",null,null,null,"2013-10-28"]
[]
["预热&正式投放计划"]
["会员类型","时间","阶段","短信","edm","文案","投放链接"]
["顶级会员",null,"预热","2次","1次"]
[]
[]
[]
[]
[]
[]
["顶级会员","2013-11-11","活动当天","4小时1次"]

{"sheet":"12.活动前检查","index":13,"n_rows":19,"n_cols":17,"rows_kept":19,"cut":false,"hidden":false,"merged":[[0,0,0,16]]}
["军令状（活动前期检查14项）"]
["序号","首页面","主页面","海报","备选海报","卖点","详情页","主推产品页","入口产品页","宝贝描述","提示语","客服快捷语","关联销售","库存设置检查","左侧栏产品关联","套餐价格检查","负责人签名确认"]
[1]
[2]
[3]
[4]
[5]
[6]
[7]
[8]
[9]
[10]
[11]
[12]
[13]
[14]
[15]
[16]
[17]

{"sheet":"13.活动实时分工","index":14,"n_rows":30,"n_cols":21,"rows_kept":30,"cut":false,"hidden":false,"merged":[[0,0,0,4],[1,0,2,0],[4,0,7,0],[8,0,11,0],[12,0,16,0],[1,4,2,4],[17,0,23,0],[24,0,29,0],[1,1,2,1],[1,2,2,2],[1,3,2,3]]}
["以下为可预见工作安排，当天其它临时性工作机动安排。"]
["类别","工作细分","说明","负责人","责任组别","10日","10日","11日","11日","11日","11日","11日","11日","11日","11日","11日","11日","11日","11日","12日","12日"]
[{"$nulls":5},"20时-22","22-24","0时-2时","2时-4时","4时-6时","6时-8时","8时-10时","10时-12时","12时-14时","14时-16时","16时-18时","18时-20时","20时-22时","22时-24时","0时-2时","2时后"]
["调度","统筹机动",null,null,"营销资源"]
["抽查检查","页面检查",null,null,"营销资源"]
[null,"订单抽查",null,null,"数据后台"]
[null,"后台检查",null,null,"数据后台"]
[null,"发货抽查",null,null,"供应链"]
["资源部分","小二对接",null,null,"营销资源"]
[null,"页面截图",null,null,"营销资源"]
[null,"互链协调",null,null,"营销资源"]
[null,"类目情况分享",null,null,"营销资源"]
["后端部分","直通车",null,null,"数据后台"]
[null,"淘宝客",null,null,"数据后台"]
[null,"数据导出",null,null,"数据后台"]
[null,"手机店铺",null,null,"数据后台"]
[null,"12日后台调整"]
["页面部分","素材更换",null,null,"设计组"]
[null,"货架选品",null,null,"商品组"]
[null,"调整货架",null,null,"设计组"]
[null,"切图更换货架",null,null,"设计组"]
[null,"首页、专题页及宝贝详情页切图更换",null,null,"设计组"]
[null,"更换banner",null,null,"设计组"]
[null,"活动延续banner",null,null,"设计组"]
["客服部分","电话催付",null,null,"客服组"]
[null,"短信催付",null,null,"客服组"]
[null,"旺旺应对",null,null,"客服组"]
[null,"客服审单",null,null,"客服组"]
[null,"退款应对",null,null,"客服组"]
[null,"评价回复",null,null,"客服组"]

{"sheet":"14.好评提升","index":15,"n_rows":17,"n_cols":12,"rows_kept":17,"cut":false,"hidden":false,"merged":[[0,5,0,11],[2,0,4,0],[5,0,16,0],[6,1,9,1],[10,1,14,1],[0,3,1,3],[0,4,1,4],[0,0,1,2]]}
["内容&目标",null,null,"解决方案","责任人","完成时间"]
[{"$nulls":5},"X月X日","X月X日","X月X日","X月X日","X月X日","X月X日","X月X日"]
["好评目标","现有店铺好评率"]
[null,"好评率提升目标"]
[null,"好评数量提升目标"]
["解决方案","商品质量"]
[null,"营销视觉","营销活动方案传递方法"]
[null,null,"首页宣导"]
[null,null,"详情页描述通俗、应用性"]
[null,null,"自助购物引导"]
[null,"售前客服","开通旺旺群，提前进行双十一问题解答"]
[null,null,"服务态度"]
[null,null,"描述相符"]
[null,null,"发货速度"]
[null,null,"减少退款时长"]
[null,"物流配送","时效性宣导"]
[null,"售后安装","服务确定性"]

{"sheet":"15.客服话术","index":16,"n_rows":15,"n_cols":4,"rows_kept":15,"cut":false,"hidden":false,"merged":[[6,0,7,0],[6,1,7,1],[1,3,6,3]]}
["情况","回复标准","建议话术"]
["1.     快递","不能指定快递，店铺会根据实际情况或者地区进行选择","亲，很抱歉，活动期间量大，不接受指定快递，可能会有部分快递网点出现爆仓，我们会根据实际情况，为您选择最快到达的快递，如不到的会帮您转发e邮宝，请您理解并耐心等待，谢谢！","双十一大促的接单量巨大，必须前期就把可能出现的一些问题及应对方案做成标准化的ＦＡＱ，并设置好统一的分类快捷短语，提高接单效率。\n\n       根据店铺实际情况设置，建议尽可能考虑周全，如：快递、发货时效、发票、修改信息、退换货、突发状况等。为避免客户重复多次询单或客服给出做不到的承诺，大促期间所有的相关应答话术需统一设置，切忌承诺发货时间、尺码等，可以建议顾客购买退运保险，减少客户对这些承诺问题的事后投诉。另外，买家接入可以设置自动回复信息，引导没有问题的客户自助购物，以减轻客服的接单压力。\n\n"]
["2.     发货","不承诺发货时间，遵守官方活动7天内发货的要求","亲，很抱歉，活动期间量大，不能保证发货时间，我们一定以最快的速度将宝贝送到您的手上，请您理解并耐心等待，谢谢！"]
["3.     发票","天猫提供发票，需客户自行索要","亲，如需发票，请务必在拍下时说明，注明发票抬头，大促期间接待量大，一律不接受旺旺留言索要，谢谢您的理解和配合。"]
["4.     尺码建议","仅供参考，不能保证合适，建议买家购买退运保险，以减少损失","亲，尺码建议仅供参考，请您参照页面的详细说明进行选择，由于个人体型和穿着习惯不同，我们不能保证百分百合适，建议您购买退运保险，以减少损失。"]
["5.     修改信息","原则上不提供修改，按照拍下的信息发货，必须修改的情况，指定联系专人（不分流接单，仅修改）","亲，活动期间量大，一律不接受订单信息修改，如确实必须修改，请自行联系旺旺号XXX，感谢您的配合。"]
["6.     突发状况","先统一以接待量大进行安抚，待负责人明确原因后再设定标准解答话术","亲，很抱歉，目前咨询量大，并非有意怠慢，请您耐心等候，我们会尽快给您回复，谢谢您的理解和配合。"]
[null,null,"亲，让您久等了，由于XXX的原因造成您这边XXX的情况，我们真的很抱歉，正在紧急修复中，请您耐心等待并真诚希望得到您的谅解。"]
[]
["话术类别","包含内容","建议话术举例"]
["欢迎语（自动）","欢迎词+接待量大致歉+引导自助购物","亲，您好，欢迎光临XX店铺，全场5折疯抢！目前咨询量大，不能及时回复请您谅解，为节省您的时间，请自助购物，店内能拍的就是有货的，我们会在7天之内尽快发货，如需发票请在拍下时注明抬头，谢谢！"]
["等候语","需等候+致歉，欢迎语中已经提到相关内容，此处主要是聊天对话中的等候","亲，很抱歉，目前咨询量大，并非有意怠慢，有问题请留言，我会尽快给您回复，谢谢您的等待和理解。"]
["结束语","发货+恳请耐心等待","亲，已经为您下单，感谢您对本店的支持，我们会在7天内尽快为您发货，活动期间发货量大，恳请您的谅解，请耐心等待，欢迎再次光临！"]
["是否正品","肯定+支持验货","本店所有商品均为品牌正品，支持专柜验货，假一罚十，请放心购买。"]
["价格","低价保证+刺激下单","参加活动的商品一律5折促销，价格受天猫官方监控，请放心购买，机会难得，目前疯抢中，可能随时会断货。"]