When most people think of keeping a happy customer on eBay, sellers associate it with feedback. While this is a very important process to maintaining a seller’s credibility and reliability, the waiting until a customer leaves feedback is performing bare-minimum customer service. Sellers who expect to gain repeat customers need to take a proactive approach and deliver great customer service throughout the sales process. By providing excellent customer service before, during and after a transaction, eBay sellers can count on retaining customers and receiving positive recommendations, both in written feedback and returning customer loyalty.
Keeping a customer happy before the sale involves making sure a listing is presented as informative, honest and uncluttered. Put yourself in a buyer’s position: would you want to see a listing that looks “busy” or one that gets straight to the point and tells about the product and how it can help you in life? Those needs and desires are the same each time a person comes to your store. Having a simple, easy to read format with a great product description is providing great customer service.
Another aspect of before-the-sale customer service is availability. When shopping at a physical store, if having a merchandise question, a sales clerk should always be available to answer it. The same can be said for an eBay store. Sellers need to answer questions promptly and informatively. When a buyer receives a prompt response, it encourages him/her to shop at your store; instead of moving on to another listing.
During the sale, provide updates. If waiting for payment to process, inform the buyer that the merchandise will ship after the payment has processed and if using a service that provides tracking, include a note saying that you will send another email with tracking information as soon as the item has been shipped. Most buyers will want to know how their package is coming, in case special arrangements for package pick-up have to be made.
At the end of the sale, thank the buyer for his/her purchase and include tracking information. Be sure to mention about contacting you via email should any problems arise and encourage the customer to visit again. A good closing statement can be viewed as a summary and should restate item information, shipping date, expected delivery date, carrier and tracking information.
At the end of the letter, create and provide a link in your email to your seller’s blog. This allows the customer to be in control of product updates without feeling spammed from being put on an email list. A blog should have a personal message to customers thanking them for visiting, your seller’s policy and shipping methods, and new/featured items with product write-ups and descriptions. Link this to your eBay seller’s page and use the blog as another marketing tool, as customers can choose to subscribe to the blog. With the combination of the blog, online store and excellent customer service, as a seller you will appear serious about your business to new and existing customers while gaining and earning their long-term trust.
Many potential eBay sellers want to open an online store but are not sure what to sell. Some stores can be more successful that others, but the main ingredients are having a great product, providing excellent customer service and the ability to make items accessible to buyers.
One of the best eBay stores to consider operating is a movies/music/books business. Since other sites sell these items very inexpensively for used merchandise, tailor your store to sell new or like-new items. Sellers can be very successful with these types of stores because eBay, unlike its sister site Half.com, does accept PayPal; a method most buyers prefer to use. Buyers with PayPal balances first always come to eBay to check on their desired item(s). If having a store featuring with this type of merchandise, it will have a large appeal to PayPal buyers.
Another great store idea is to sell children’s clothing. Most parents look for clean, gently used clothing for their children; especially the younger ones. List clothing items for sale on eBay. To clear-out inventory, have a yard sale at your home. Take current store listings, print them out and place on a poster outside. Complete the marketing with eBay store business cards and allow prospective buyers to see your store inventory. Since these customers will be located close to your home, if interested in buying online items, allow for them to pick-up the merchandise locally. This will encourage repeat customers and allow your products to be seen by both local and online shoppers.
If visiting thrift stores or flea markets is a hobby, consider opening a vintage collectibles eBay store. As customers attain money in life, they are able to purchase lost items from their childhood. Characters from popular vintage cartoon series, children’s marketing campaigns or other lost items are great sellers. Market your store on collector’s forums and try to seek items representing a variety of merchandising options (clothing, figurines and artwork).
Disney-related collectibles and merchandise are also popular items sought by eBay buyers. From collectors looking to buy tokens from their childhood to travelers seeking items to remind them of their vacation, Disney merchandise is very popular on eBay. Check local yard sales, thrift stores, flea markets and other reduced-priced outlets for genuine Disney-parks merchandise. Landmark items, attractions and resort items are more popular than character items. Be sure to note the item’s condition and only sell genuine Disney merchandise.
Finally, having a seasonal décor shop open year-round is a great idea for the craftsperson. Sewers, knitters and artisans can create seasonal items to sell on their online eBay stores. While an entire eBay store cannot be brought to a craft fair, some sample listings placed in a binder, business cards and the purchase of your work at the craft fair will allow potential buyers to see your artisanship, inspect the quality of your work and be able to contact you via online store for more diverse offerings. By interacting with people outside of an online environment, customers can put a face with a store’s name and see/touch items before money is spent; just like in a physical store. Be sure to have a guest book available for potential buyers to register for newsletters and sales updates. Remember: the more sellers make themselves available to the public, the more recognition and brand-awareness the seller’s eBay store will receive.
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