2. BRIEFLY ABOUT EXPERIENCE:
• 8 years in Ukrposhta;
• From 1997 - «ESHKO» company;
• From 2000 - Book Club “Family Leisure Club”;
• From 2004 - Readers Digest Ukraine;

3. ADVICE 1 Work experience
TO ORGANIZE WORK WITH CONTRACTORS References
PROPERLY Technical capacity
• selection of contractors (to note 5 important elements)
• setting goals (to clear in documentary form with time frames
specification / result description)
• integration of processes (fast and painless)
• monitoring of implementation (continuous / stating clear
quality criteria and financial penalties for poor quality)
Client orientation
Price & Quality
All specific elements should be described in local
regulations, agreed with the contractor.

4. ADVICE 2
TO CONTROL AND TO HEDGE LOGISTICS
• how to hedge risks (at least two
contractors with an ability to switch quickly,
etc.)
• methods of logistics operator control
• costs optimization (suitability analysis of
business processes should be regular)
Thanks to the network of agents you can monitor not only
the time of delivery, but also the safety of the personal
database and competitor activity.

5. ADVICE 3
TO ORGANIZE SYSTEMATIC PROCESSING OF
RETURNED ORDERS AND UTILIZATION OF
DEFECTIVE GOODS
• System of returned orders
processing and its
performance monitoring;
• Utilization of returns and its
documentary registration in
Ukraine
• Pitfalls of money return to the
customers
According to the Law of Ukraine "On Protection of Consumer
Rights" the term in which the client has the right to return products
is clearly defined as 14 days, but taking into account time of the
transportation and storage at the post office, the norms of the law
are not valid.

6. ADVICE 4
TO BUILD THE FULFILLMENT CUSTOMIZED FOR
YOUR NEEDS
• Features of Ukrainian fulfillment
• Goods inventory
• Warehouse selection (location /
conditions of storage / storage system/
safety guarantee).
Prescribed in the Contract penalties for lost goods and
systematic products inventory are the best ways to
control fulfillment contractor.

7. ADVICE 5
TO WORK WITH CONTACT CENTER: CONSUMER
SHOULD NOT NOTICE THAT OUTSOURCING CC
RECEIVES THE CALL
• Outsourcing or in-house?
• Problem areas of Ukrainian CC
• Increase in sales (financial and
nonfinancial motivation of CC operators)
Absolutely possible and acceptable is the goal to get a
full subsidiary of DS in outsourcing CC, i.e. to delegate
95% of various functions on interaction with customers
to contractor .

8. ADVICE 6
NOT TO BE AFRAID OF BEING A NUISANCE
BUREAUCRAT
- In taxation (double interpretation of regulations, VAT calculation
, disputes with tax authorities are possible);
- While working with customs broker (control of item card
every time you import goods, confirmation of goods customs
value);
- Proper acceptance of goods (acceptance reports; reveal of
customs stamp; calling of the Chamber of Commerce
representatives if necessary);
"Mishaps" of legislation - never save on lawyer
services; recheck if any changes / amendments /
restrictions were introduced !

9. ADVICE 7
TO CONSIDER CAREFULLY CHARITABLE PROJECTS
AND CONTESTS/SWEEPSTAKES
• Peculiarities of taxation when transferring goods to charity project;
• How to insure that goods passed to charity won’t get on sale at
dumping price?
• How to prepare documents: rules of contests and prize giving.
If the goods are subject to VAT, in case of
delivery of goods for free company still bears
the burden of VAT!

10. RESUME
Ukraine is the market of great opportunities, but it is still in a process
of development.
To be successful in the distance selling field in Ukraine one should:
• Learn, communicate with colleagues in the market and always look for
new opportunities;
• Insure risks and wisely consider all business processes;
• Not be lazy and work closely with partners and contractors;
• Not be afraid of being the first in new areas, occupy free niches and
bravely accept challenges of the market!
Welcome to Ukraine!

11. THANK YOU FOR ATTENTION!
VICTORIA SIVOKON
UDMA VICE PRESIDENT
on postal issues
+3 098 21 64 171
Vikas71@mail.ru