Anyone hoping to make money selling goods on eBay should be aware of the eBay quality of service ranking system. Sellers are rated through feedback from customers who have bought goods from them previously. There are thousands of sellers competing on eBay and potential customers will naturally gravitate towards the sellers who have a positive feedback rating. Developing a good customer service policy and maintaining it in all your eBay dealings is vital to your success.
The first thing to do before you plan your customer service strategies for selling goods on eBay is to read the rules. The regulations and policies that govern eBay transactions are clearly set out on the eBay website. There are a lot of them but it is worth spending time to get acquainted with any rules that will apply to your eBay sales. Once you have a fair grasp of the rules, you can develop your own customer service policy.
Your customer service strategies for eBay sales should start with product description: eBay is not the place for advertising puff or hype of any description. A clear photo of the item for sale is a great aid. You must be completely honest and accurate when describing items for sale. If applicable, include the manufacturer's name and model identification number. The provision of a full description is doubly important when you are selling used goods. If an item has a flaw, describe it fully. For instance: if you are selling an article that has sustained a minor scratch, don't describe the damage in words such as "minute" or "insignificant". State the exact position and dimensions of the mark. Your customers will not receive goods below their expectation and, if the merchandise exceeds what was expected, the customers will be satisfied and give you postive feedback. If you try to play down the extent of any defects when describing items for sale, people will not trust you enough to make a purchase; if the goods are sold, you are more likely to receive complaints, requests for refunds and negative feedback.
You must keep up your eBay customer service strategies during the time people are bidding in the auction. Prospective buyers often want more information than you have provided in your description of articles on sale. If a potential customer contacts you to ask for further details of goods you are selling, make sure you reply without delay and give clear answers to any questions. An enquiry that seems immaterial to you might be the one factor that persuades a purchaser to buy from you rather than a competitor offering an almost identical article.
Maintain your good customer service levels through to delivery of the items you have sold. This means despatching the items as soon as possible (this should be the same day unless it is a weekend or public holiday). To ensure a high level of customer satisfaction, make sure you never ask for an inflated sum to cover postage and packaging. Your customers will know how much the postage and packaging materials cost you and they won't mind being asked a fair price to cover those expenses. It is not unusual for the cost of postage to exceed the price of the goods and people don't mind this because they still feel they are getting a bargain. One thing nobody likes is the feeling that someone is trying to rip him/her off and that is the impression you will convey if you ask an excessive amount for postage.
Customer service policy on eBay should be no different from good customer service in any online transaction. The key is to maintain honesty, provide fast service and make it clear you have nothing to hide.
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