Operations Role Responsibilities
Operations Role Responsibilities
- Daily: Daily rating distribution, daily battle reports, yesterday’s promotion review, yesterday’s livestream review, campaign planning, after-sales handling, complaint handling, store violations, prohibited/extreme words, rules and regulations screening, ROI, market analysis, industry trends, competitor trends, competitor store analysis, trending topics, office 5S, budget planning (cost per transaction/traffic acquisition cost/product cost)
- Every week: Rating planning, reputation score planning, listing planning, short-video planning (clipping planning), livestream scene optimization, report summaries (weekly/monthly reports), product quality summaries, private-domain traffic acquisition feedback (weekly/monthly), audience profiles, purchasing power, geographic regions, time periods, consumption combinations, departmental staff scheduling, employee care, identifying livestreamer strengths, review management, product cards, livestream script optimization (FABER), selling-point refinement
- Monthly: Major promotion campaign planning, store matrix planning, equipment management, listing activation/deactivation, main images/detail pages/homepage, reputation score rules, experience score rules, after-sales rules, performance planning, performance breakdown, store matrix planning, personnel evaluations, departmental employee coaching, performance analysis (monthly), interpretation of new regulations, advertising rules
- Daily: Promotional offers, product training, shipping timeliness, shipping regions, benefits assessment, major promotion review, design coordination, customer service coordination, private-domain coordination, Tmall coordination, JD.com coordination, HR coordination, development coordination, warehouse coordination, Qinghai coordination, photography coordination, livestreamer training, interviews, temporary shift coverage, business trips, promotions, influencer control console operations, coordination with third-party recharge providers, coordination with platform account managers, coordination with direct clients, ERP software (shipping/coding/inventory)
- Store planning: Advertising planning, rating planning, reputation score planning, listing planning, short-video planning (clipping planning), livestream scene optimization, store matrix planning, major promotion campaign planning
- Store management: Complaint handling, store violations, after-sales service, review management, product cards, device management, listing and delisting products, main images/product detail pages/homepages, promotions, shipping timeframes, shipping regions, benefit eligibility checks, ERP software (shipping/product codes/inventory)
- Data feedback: Daily score reports, daily performance reports, review of yesterday’s promotions, review of yesterday’s livestream, report summaries (weekly/monthly), product quality summaries, private-domain traffic acquisition feedback (weekly/monthly), major promotion reviews
- Teamwork: Coordination with design, customer service, private-domain operations, Tmall, JD.com, HR, development, warehousing, Qinghai, and photography teams
- Platform rules: Prohibited/superlative terms, after-sales rules, advertising rules, interpretation of new regulations, reputation score rules, experience score rules
- Goal planning: Budget planning (cost per transaction/traffic acquisition cost/product cost), ROI, audience profiles, purchasing power, region, time period, purchasing combinations, performance planning, performance breakdown
- Staff planning: Review of rules and regulations, office 5S, departmental staff scheduling, employee care, identifying hosts’ strengths, information updates (time off in lieu, shift changes), staff evaluations, coaching department employees, temporary shift coverage, interviews, business trips, promotions, host training
- Data analysis: Market analysis, industry trends, competitor developments, competitor store analysis, trending topics, performance analysis (monthly)
- Product knowledge: Livestream script optimization (FABER), extracting product selling points, product training
- Resource coordination: Coordination with third-party top-up providers, platform account managers, and direct clients
- Control panel: Creator control panel operations
Operations Competency Model
Operations Competency Model
| No. | Relevant Skills / Score | 1 point | 2 points | 3 points | 4 points | 5 points |
|---|---|---|---|---|---|---|
| 1 | Planning Skills | Asks the leader about everything, hesitates when problems arise, has no independent opinions, and becomes paralyzed and numb | Makes decisions passively with the help of a supervisor, follows others blindly, and has no ideas of their own | Listens to opinions appropriately, analyzes rationally, identifies the key points, and makes appropriate decisions | Knows how to collect information, has clear objectives, summarizes experience, plans implementation, and takes responsibility for decisions | Implements company strategies, understands overall development trends, prepares for execution, efficiently achieves objectives, and makes valuable decisions |
| 2 | Adaptability | Thinking is not flexible enough and reactions are slow. When unexpected situations arise, they generally need help from others. | Can sense changes, but has limited ability to adapt. Acts slowly when issues arise and can easily miss the best opportunity. | Can react promptly to unexpected situations, but the response is not comprehensive enough and does not anticipate a second unexpected situation. | Can handle any situation appropriately, quickly identify a way to address the issue, and resolve it effectively in one go. | Highly observant and exceptionally quick to react, with extensive experience. Can efficiently handle any issue that arises and accurately anticipate potential problems. |
| 3 | Coaching ability | Shows no sense of responsibility toward team members, ignoring them and offering no meaningful support for their growth within the team. | Can provide basic work guidance and training to help subordinates understand their responsibilities and processes. Has basic communication skills and can communicate and coordinate work effectively with subordinates. | Can set clear work goals and plans, guide subordinates in completing tasks, and create personalized development plans to help them achieve their career goals. Builds a positive atmosphere of teamwork. | Able to provide strategic guidance and planning for subordinates, recognize their potential and strengths, and develop personalized growth strategies. Has relatively good interpersonal management skills, and a harmonious team can inspire subordinates' motivation. | Able to provide innovative guidance and advice for subordinates, cultivate their innovation awareness and capabilities, and encourage them to propose new ideas and solutions. Has outstanding talent development skills, helping subordinates achieve personal and professional growth. |
| 4 | Copywriting ability | Pieced together from everywhere with no focus; the product description is neither clear nor appealing. | The content conveys the author's viewpoint, has a clear beginning and end, is well-reasoned, the title sparks curiosity, and the content is complete and fluent. | The content is easy to understand, has a theme and selling points, highlights key points, and readers will feel it is helpful to them. | The content is clear and straightforward, hitting the theme and pain points directly. The article builds trust and creates excellent resonance. | Simplicity is the ultimate sophistication: easy to understand, with vivid and interesting cases that resonate with users. Expression that hits pain points directly, controls the audience's emotions, masters the rhythm of the writing, and produces viral hits. |
| 5 | Professional knowledge | Lacks understanding of the company's related product knowledge, cannot judge the accuracy of information, and is lazy | Passively receives information, doesn't know how to gather information, but can meet the most basic requirements | Can proactively gather information, has the ability to judge right from wrong, can grasp key points, and solve problems | Knows all product categories, functions, and related knowledge inside out; is the strength behind the team, an expert and a coach | Can clearly identify user pain points, understands the real needs behind them, and has forward-thinking mindset |
| 6 | Insight | Cannot see others' strengths and weaknesses, does not know how to leverage strengths and avoid weaknesses, and needs some time to see through problems. | Can see strengths and weaknesses, but cannot combine and leverage them well. Has some vigilance but cannot respond in time. | Has a sense for danger and opportunity, takes precautions against danger, can see through the essence of things promptly, and can hit the core of problems directly. | Can easily handle all kinds of scenarios, quickly grasp the core of matters, and stay ahead of users in discovering problems. | Has exceptional perceptiveness, can see through to the essence of an issue at a glance, get straight to the heart of it and solve it, maintain control of the pace throughout, and inspire a strong sense of trust. |
| 7 | Analytical skills | |||||
| 8 | Overall coordination skills | |||||
| 9 | Initiative | Completes work only when prompted and can handle only the most basic tasks | Can complete work independently without supervision, but only handles tasks within their own area of responsibility | Seeks help from others when difficulties arise and shows basic initiative, but offers little help to others | Proactively builds good relationships with people around them and offers help. Brings original perspectives to issues and works with others to discuss actionable solutions | Able to proactively identify opportunities nearby, maintain continuous learning, and stay prepared at all times before reaching the goal |
| 10 | Execution | Tasks assigned by the manager are always completed late. | Needs to be prompted to complete anything and does not plan independently. | Understands how to work according to plan and provide progress updates at project milestones; is relatively rigid and rule-bound. | Once the task is clear, takes action immediately without procrastinating, keeps the schedule on track, and can execute together with other team members. | It is especially reassuring to entrust tasks to him: he plans well, provides updates, is highly dependable, strongly self-motivated, and has a clear work plan. |
| 11 | Service mindset | Impatient and blunt; service depends on his mood, and he does not take others' feelings into account. | Knows how to listen and gives simple responses, but does not proactively communicate; is attuned to others' feelings, yet is always very passive in providing service. | Proactively greets users, patiently listens to and resolves their problems, pays attention to their emotions, and treats them as friends. | Pays close attention to details, has an excellent service mindset, approaches matters from the customer's perspective, is well-liked, and is willing to pick up the bill for others. | Has an exceptional service mindset, treats people like family, and knows how to show respect and maintain appropriate boundaries. Can become very close friends with clients outside of work and bring in referrals. |
| 12 | Review and summarize | No review | The review objectives are relatively clear, but analytical ability is weak and self-summary skills need to be strengthened; can only barely complete the review objectives | Has clear review objectives and relatively clear review thinking; can complete the current review objectives and identify the problems | Has clear review objectives and a logical, well-structured approach; is highly capable of drawing conclusions and can apply the findings effectively. | Possesses strong structured thinking, as well as strong analytical, summarization, and resource integration abilities; can use review results to improve work in the short term |
| 13 | Emotion management | Cannot control their emotions and is unwilling to solve problems | Can understand emotions; after each emotional communication, makes summaries and reflections, hoping to control emotions better | Can basically manage emotions, treats everyone with the same demeanor, without much personal color, but also without fault | Able to think from others' perspectives, has strong comprehension, mature communication skills, and can use emotions as a weapon | Has strong awareness of the power of emotions, can manage emotions, and can mobilize others' emotions when facing situations |
| 14 | Cost awareness | No cost awareness whatsoever; indifferent to the depletion of funds and resources, never spends money where it counts, and acts arbitrarily. Due to lack of estimation and preparation, costs increase and project budgets are exceeded, causing losses for the enterprise. | Weak cost awareness; can estimate cost savings before enterprise projects begin, but budgets deviate somewhat from actuals with possible errors, though the impact is small. | Has requirements for cost awareness; considers saving and estimating costs important, has some risk awareness, formulates plans and advances them step by step, keeping everything at a controllable level overall. | Strong cost-saving awareness and the ability to estimate cost savings; highly sensitive to the depletion of funds and resources, performs cost estimation and formulates plans before projects begin, saving the enterprise most necessary and unnecessary costs. | Forward-looking awareness; grasps key points in the details to achieve maximum benefit at minimum cost. Can fully assess and estimate risks before projects begin; executes plans methodically with minimal estimation error, maximally saving the company costs and generating profit. |
| 15 | Public speaking skills | Is afraid to speak in front of a group and speaks without a clear structure. Cannot organize their thoughts or express them effectively, instead simply lecturing and making the audience feel pressured and uncomfortable. | Barely acceptable speaking skills; able to express basic points clearly, but the logic of expression is weak and lacks emotion. However, it won't put off the audience. | A qualified lecturer who can accurately convey their requests to the audience, with well-chosen words, natural and fluent delivery with a sense of humor, and uses body language to spark the audience's enthusiasm. | An excellent lecturer who has mastered speaking skills, including statement, persuasion, debate, and impromptu speech; language is highly engaging and can handle large occasions. | A first-rate speaker who can deliver with both voice and emotion, expressing rational content in an emotional way; language has strong inspirational, motivational, and persuasive appeal. |
| 16 | Promotion capabilities | Can use various advertising tools but cannot achieve a return on investment. Does not understand how the tools work, uses them without a clear plan, and has only a vague understanding of the market and competitor data. | Can use various promotional tools and achieve a return of 1:1 or higher. Understands the basic principles of advertising and can handle basic operations, but lacks market knowledge and cannot understand competitors’ tactics. | Can use promotional tools and achieve a return of 1:3 or higher. Has a basic understanding of how advertising tools work and can analyze data and the market. | Understands the basic principles behind promotional tools and knows how to combine them to achieve a return of 1:4 or higher. Can analyze the market and how competitors use these tools, and can plan promotional data in advance. | Uses promotional tools proficiently and understands how they work. Knows to choose different tools for different goals and can achieve a return of 1:5 or higher. Has a thorough understanding of the market and competitors and can see through their tactics. |
Streamer Role Responsibilities
Streamer Role Responsibilities
- Daily: Equipment checks, sample checks, after-sales guidance, on-the-spot adaptability, coordination with the control room, payment guidance, traffic feedback, service awareness, emotional stability, feedback on violations, audience control, clear explanations, product image building, interactive atmosphere, pushing for orders, evidence, pace control, remembering existing customers, video filming, video copywriting, reviewing data from the previous x sessions, recording the names of top supporters, and surface-level data (follows, comments, shares, likes, fan badges, etc.)
- Every week: Store backend links, understanding livestreaming rules, personal IP characteristics, assisting newcomers, understanding competitors, learning from competitors, competitor feedback, summarization, and industry trends
- Monthly: Benefit confirmation, product knowledge, livestreaming rhythm, and optimizing sales scripts
- Daily: Personal image, compliance with rules and regulations, office 5S, and attire
- Before the livestream: Equipment checks, sample checks, coordination with the control room, store backend links, understanding livestreaming rules, benefit confirmation, product knowledge, livestreaming rhythm, personal image, and compliance with rules and regulations
- During the livestream: Emotional stability, feedback on violations, crowd-control ability, clarity of explanations, product branding, interactive atmosphere, closing pressure, evidence, basic livestream data (follows, comments, shares, likes, fan badges, etc.), pacing control, recognition of returning customers, after-sales guidance, on-the-spot adaptability, payment guidance, traffic feedback, service awareness, personal IP characteristics
- After the livestream: Video shooting, video copywriting, reviewing data from the previous x livestreams, recording the names of key patrons (control room), assisting newcomers, learning about competitors, drawing on competitors' practices, competitor feedback, summarizing, industry trends, office 6S, dress
Livestream host competency model
Livestream host competency model
| No. | Relevant Skills / Score | 1 point | 2 points | 3 points | 4 points | 5 points |
|---|---|---|---|---|---|---|
| 1 | Resilience under pressure | When problems arise or performance is poor, tends to become emotional, negative, and prone to complaining. Procrastinates, avoids problems, and shifts responsibility. | Struggles to face current difficulties and seeks help to relieve pressure. Is afraid to face new things and lacks initiative. | Works hard and looks for solutions instead of avoiding problems, striving to meet goals while maintaining quality. | Can adjust their mindset when problems arise and sees pressure as an opportunity, consistently bringing a positive, proactive attitude to work. | Always maintains confidence and believes in themselves. Can take on major events or additional workloads and is willing to proactively take on new challenges and difficulties. |
| 2 | Negotiation skills | Considers only their own interests and not the needs of others | Can consider their own interests while also taking the other party's interests into account, making cooperation possible, but only with some difficulty | Has strong analytical and judgment skills, communicates well, knows when to advance or retreat, understands pacing, can empathize, and has some initiative with clients who have successfully negotiated | Has exceptionally clear logic and outstanding negotiation skills, can directly address both parties' interests, and can establish long-term, stable cooperation with clients | Possesses extensive social resources and knows how to leverage them, has broad social experience, understands the importance of respect and altruism, fully considers users’ needs, identifies the key to cooperation, and achieves mutual benefit and win-win outcomes |
| 3 | Emotion management | Cannot control their emotions and is unwilling to solve problems | Can understand emotions; after each emotional communication, makes summaries and reflections, hoping to control emotions better | Can basically manage emotions, treats everyone with the same demeanor, without much personal color, but also without fault | Able to think from others' perspectives, has strong comprehension, mature communication skills, and can use emotions as a weapon | Has strong awareness of the power of emotions, can manage emotions, and can mobilize others' emotions when facing situations |
| 4 | Affability | |||||
| 5 | Review and reflection skills | No review | The review objectives are relatively clear, but analytical ability is weak and self-summary skills need to be strengthened; can only barely complete the review objectives | Has clear review objectives and relatively clear review thinking; can complete the current review objectives and identify the problems | Has clear review objectives and a logical, well-structured approach; is highly capable of drawing conclusions and can apply the findings effectively. | Possesses strong structured thinking, as well as strong analytical, summarization, and resource integration abilities; can use review results to improve work in the short term |
| 6 | Public speaking skills | Is afraid to speak in front of a group and speaks without a clear structure. Cannot organize their thoughts or express them effectively, instead simply lecturing and making the audience feel pressured and uncomfortable. | Barely acceptable speaking skills; able to express basic points clearly, but the logic of expression is weak and lacks emotion. However, it won't put off the audience. | A qualified lecturer who can accurately convey their requests to the audience, with well-chosen words, natural and fluent delivery with a sense of humor, and uses body language to spark the audience's enthusiasm. | An excellent lecturer who has mastered speaking skills, including statement, persuasion, debate, and impromptu speech; language is highly engaging and can handle large occasions. | A first-rate speaker who can deliver with both voice and emotion, expressing rational content in an emotional way; language has strong inspirational, motivational, and persuasive appeal. |
| 7 | Adaptability | Thinking is not flexible enough and reactions are slow. When unexpected situations arise, they generally need help from others. | Can sense changes, but has limited ability to adapt. Acts slowly when issues arise and can easily miss the best opportunity. | Can react promptly to unexpected situations, but the response is not comprehensive enough and does not anticipate a second unexpected situation. | Can handle any situation appropriately, quickly identify a way to address the issue, and resolve it effectively in one go. | Highly observant and exceptionally quick to react, with extensive experience. Can efficiently handle any issue that arises and accurately anticipate potential problems. |
| 8 | Insight | Cannot see others' strengths and weaknesses, does not know how to leverage strengths and avoid weaknesses, and needs some time to see through problems. | Can see strengths and weaknesses, but cannot combine and leverage them well. Has some vigilance but cannot respond in time. | Has a sense for danger and opportunity, takes precautions against danger, can see through the essence of things promptly, and can hit the core of problems directly. | Can easily handle all kinds of scenarios, quickly grasp the core of matters, and stay ahead of users in discovering problems. | Has exceptional perceptiveness, can see through to the essence of an issue at a glance, get straight to the heart of it and solve it, maintain control of the pace throughout, and inspire a strong sense of trust. |
| 9 | Empathy | Ignores other people's emotions, is entirely self-centered, occasionally mocks clients, lacks professionalism, and cannot use livestream language that resonates with clients | Respects clients' emotions, has a relatively strong service orientation, and can sense changes in clients' emotions, but generally does not respond; lacks communication with colleagues | Understands the importance of respecting clients, can create resonance with clients through conversation, has a strong service orientation, is patient with clients and colleagues, and knows how to put themselves in others' shoes | Creates a desire to purchase through sales scripts and answering customer questions, helps customers relate the products to themselves, knows how to compliment customers, quickly resonates with customers, and has a strong service mindset | Provides targeted suggestions based on each customer's emotions and needs, guides customers to place orders, and treats customers like friends |
| 10 | Communication Skills | Communication lacks purpose, comprehension is poor, can only communicate from their own perspective, and sometimes communicates emotionally. May argue about unimportant matters | Can engage in basic etiquette and information-exchange conversations, but is relatively weak at reading others' cues and needs time to think before understanding the other person's needs | Is polite and emotionally intelligent; uses practical communication methods and expresses themselves clearly; can identify the other person’s needs during conversation, accept suggestions, and listen graciously. | Knows how to be tactful in conversation; makes others feel comfortable and at ease; is empathetic, tolerant, and respectful of others; people are willing to talk with them. | Can put themselves in others’ shoes and inspire trust; accurately understands the other person’s needs, responds promptly, and communicates with depth; is worthy of trust. |
| 11 | Copywriting ability | Pieced together from everywhere with no focus; the product description is neither clear nor appealing. | The content conveys the author's viewpoint, has a clear beginning and end, is well-reasoned, the title sparks curiosity, and the content is complete and fluent. | The content is easy to understand, has a theme and selling points, highlights key points, and readers will feel it is helpful to them. | The content is clear and straightforward, hitting the theme and pain points directly. The article builds trust and creates excellent resonance. | Simplicity is the ultimate sophistication: easy to understand, with vivid and interesting cases that resonate with users. Expression that hits pain points directly, controls the audience's emotions, masters the rhythm of the writing, and produces viral hits. |
| 12 | Teamwork | Works independently, participates in few team activities, and rarely communicates with the team. | Has some teamwork skills, but poor follow-through; often complains about others, is easily influenced, and has weak problem-solving skills. | Has strong follow-through, collaborates effectively with different departments to complete work, builds good relationships, and earns recognition. | Communicates effectively, understands others’ strengths and weaknesses, works smoothly with others, and can handle some unexpected issues. | Has exceptional execution, a strong sense of honor, and can handle all kinds of work; collaborates seamlessly, responds to everything, handles various difficulties promptly, and leads the team forward courageously |
| 13 | Learning ability | Completes work only when prompted and can handle only the most basic tasks | Can complete work independently without supervision, but only handles tasks within their own area of responsibility | Seeks help from others when difficulties arise and shows basic initiative, but offers little help to others | Proactively builds good relationships with people around them and offers help. Brings original perspectives to issues and works with others to discuss actionable solutions | Able to proactively identify opportunities nearby, maintain continuous learning, and stay prepared at all times before reaching the goal |
Control Room Operator Role Responsibilities
Control Room Operator Role Responsibilities
- Daily: Equipment checks, sample checks, cooperation with the host, emotional stability, feedback on violations, audience management, clear explanations, product presentation, interactive atmosphere, pushing for orders, evidence, pacing control, records of returning customers, sending, after-sales guidance, on-the-spot adaptability, payment guidance, traffic feedback, service mindset, returning-customer inquiries, payment reminders, reviewing data from the previous x sessions, livestream room inventory management, returning-customer inquiries, and benefit confirmation
- Every week: Store backend links, understanding livestreaming rules, understanding competitors, learning from competitors, competitor feedback, summaries, industry trends, summaries, and assisting new hires
- Monthly: Benefit confirmation, product knowledge, livestreaming rhythm, and optimizing sales scripts
- Daily: Following rules and regulations, office 5S, and dress code
- Before the livestream: Equipment checks, sample checks, cooperation with the host, benefit confirmation, store backend links, understanding livestreaming rules, product knowledge, and livestreaming pace
- During the livestream: Emotional stability, feedback on violations, audience management, clear explanations, product presentation, interactive atmosphere, pushing for orders, evidence, pacing control, records of returning customers, sending, after-sales guidance, on-the-spot adaptability, payment guidance, traffic feedback, service mindset, returning-customer inquiries, payment reminders, and livestream room inventory management
- After the livestream: Review data from the previous x sessions, assist new hires, learn about industry peers, benchmark against them, gather peer feedback, summarize, optimize talking points, follow rules and regulations, maintain office 5S, maintain cleanliness, and follow the dress code
Central Control Competency Model
Central Control Competency Model
| No. | Relevant Skills / Score | 1 point | 2 points | 3 points | 4 points | 5 points |
|---|---|---|---|---|---|---|
| 1 | Insight | Cannot see others' strengths and weaknesses, does not know how to leverage strengths and avoid weaknesses, and needs some time to see through problems. | Can see strengths and weaknesses, but cannot combine and leverage them well. Has some vigilance but cannot respond in time. | Has a sense for danger and opportunity, takes precautions against danger, can see through the essence of things promptly, and can hit the core of problems directly. | Can easily handle all kinds of scenarios, quickly grasp the core of matters, and stay ahead of users in discovering problems. | Has exceptional perceptiveness, can see through to the essence of an issue at a glance, get straight to the heart of it and solve it, maintain control of the pace throughout, and inspire a strong sense of trust. |
| 2 | Product knowledge | Lacks knowledge of the company's relevant products and cannot determine the accuracy of information; does not take the initiative to learn | Passively receives information and does not know how to collect it, but can meet the most basic requirements | Can proactively collect information, distinguish right from wrong, identify key points, and solve problems | Has product category, function, history, and other information thoroughly memorized; is the force behind the team, serving as both an expert and a coach | Can clearly understand users' pain points, identify their underlying needs, think proactively, and create demand for customers |
| 3 | Platform rules | Has no understanding of the platform rules, does not know how to operate in accordance with them, and frequently violates them | Basically understands the platform rules, but has not memorized or fully understood them; violations are infrequent, and can promptly correct them when they occur | Knows the platform rules, understands how the platform works, basically never violates them, can promptly learn the latest platform rules, and apply them to work | Has a thorough understanding of the platform rules and practices, with no violations; can effectively avoid prohibited and absolute terms in livestream scripts, learn about the latest platform rules at the earliest opportunity, and promptly avoid platform compliance risks | Knows the platform rules inside out, follows them, and has never committed a violation; can see the essence of violations at a glance and promptly correct and optimize accordingly; can stay up to date with the latest platform rules, avoid platform compliance risks, and understand the latest platform strategies |
| 4 | Professional ability | Does not understand the product well; lacks expression and communication skills; cannot fluently present the product's benefits. | Only knows a little of the basics; can only give a preliminary product explanation; lacks deep product knowledge and sufficient approachability. | Familiar with the company's products, approachable, and able to present products fluently. | Thoroughly familiar with products and livestream perks; strong adaptability; knows repeat customers; answers all customer questions with ease. | Strong ability to control the room, can drive customer interaction, familiar with the perks, and highly approachable. |
| 5 | Teamwork | Works independently, participates in few team activities, and rarely communicates with the team. | Has some teamwork skills, but poor follow-through; often complains about others, is easily influenced, and has weak problem-solving skills. | Has strong follow-through, collaborates effectively with different departments to complete work, builds good relationships, and earns recognition. | Communicates effectively, understands others’ strengths and weaknesses, works smoothly with others, and can handle some unexpected issues. | Has exceptional execution, a strong sense of honor, and can handle all kinds of work; collaborates seamlessly, responds to everything, handles various difficulties promptly, and leads the team forward courageously |
| 6 | Emotion management | Cannot control their emotions and is unwilling to solve problems | Can understand emotions; after each emotional communication, makes summaries and reflections, hoping to control emotions better | Can basically manage emotions, treats everyone with the same demeanor, without much personal color, but also without fault | Able to think from others' perspectives, has strong comprehension, mature communication skills, and can use emotions as a weapon | Has strong awareness of the power of emotions, can manage emotions, and can mobilize others' emotions when facing situations |
| 7 | Perceptiveness | |||||
| 8 | Communication Skills | Communication lacks purpose, comprehension is poor, can only communicate from their own perspective, and sometimes communicates emotionally. May argue about unimportant matters | Can engage in basic etiquette and information-exchange conversations, but is relatively weak at reading others' cues and needs time to think before understanding the other person's needs | Is polite and emotionally intelligent; uses practical communication methods and expresses themselves clearly; can identify the other person’s needs during conversation, accept suggestions, and listen graciously. | Knows how to be tactful in conversation; makes others feel comfortable and at ease; is empathetic, tolerant, and respectful of others; people are willing to talk with them. | Can put themselves in others’ shoes and inspire trust; accurately understands the other person’s needs, responds promptly, and communicates with depth; is worthy of trust. |
| 9 | Empathy | Ignores other people's emotions, is entirely self-centered, occasionally mocks clients, lacks professionalism, and cannot use livestream language that resonates with clients | Respects clients' emotions, has a relatively strong service orientation, and can sense changes in clients' emotions, but generally does not respond; lacks communication with colleagues | Understands the importance of respecting clients, can create resonance with clients through conversation, has a strong service orientation, is patient with clients and colleagues, and knows how to put themselves in others' shoes | Creates a desire to purchase through sales scripts and answering customer questions, helps customers relate the products to themselves, knows how to compliment customers, quickly resonates with customers, and has a strong service mindset | Provides targeted suggestions based on each customer's emotions and needs, guides customers to place orders, and treats customers like friends |
| 10 | Service mindset | Impatient and blunt; service depends on his mood, and he does not take others' feelings into account. | Knows how to listen and gives simple responses, but does not proactively communicate; is attuned to others' feelings, yet is always very passive in providing service. | Proactively greets users, patiently listens to and resolves their problems, pays attention to their emotions, and treats them as friends. | Pays close attention to details, has an excellent service mindset, approaches matters from the customer's perspective, is well-liked, and is willing to pick up the bill for others. | Has an exceptional service mindset, treats people like family, and knows how to show respect and maintain appropriate boundaries. Can become very close friends with clients outside of work and bring in referrals. |
| 11 | Resilience under pressure | When problems arise or performance is poor, tends to become emotional, negative, and prone to complaining. Procrastinates, avoids problems, and shifts responsibility. | Struggles to face current difficulties and seeks help to relieve pressure. Is afraid to face new things and lacks initiative. | Works hard and looks for solutions instead of avoiding problems, striving to meet goals while maintaining quality. | Can adjust their mindset when problems arise and sees pressure as an opportunity, consistently bringing a positive, proactive attitude to work. | Always maintains confidence and believes in themselves. Can take on major events or additional workloads and is willing to proactively take on new challenges and difficulties. |