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Sunday, February 26, 2006
Selling on eBay: Customer Service Strategies
Customer service is key to success on eBay. Buyers rate their satisfaction with sellers, and your rating can be critical when potential customers are deciding whether or not to buy from you.
Commendable customer service on eBay starts with providing an accurate product description. Displaying clear pictures and describing any imperfection shows the buyer what to expect. Customer satisfaction is enhanced if the buyer receives a product in better shape than he expected. Conversely, your seller rating can suffer if you oversell and disappoint enough customers.
Customer service strategies on eBay include acknowledgement of the winning bid and promptly providing shipping information. Use an automated response to let the buyer know that you have received his bid. Acknowledge payment quickly. Ship immediately, andinform the customer when the product is shipped. Customer service strategies include providing a tracking link to the product whenever possible.
Some eBay sellers offer free shipping as a customer service strategy. If you charge for shipping, do not charge much above shipping costs. Customers notice the postage cost and will likely complain if the shipping and handling is several dollars more than the expected shipping rate. They understand the cost of materials, but they do not want to pay for your time to package the product.
Customer service strategies on eBay include having a friendly return policy. In the long run, it is worthwhile to accept returns whenever a customer asks. You can probably resell the item, and receiving a good rating is worth the cost and extra effort.
Customer service strategies on eBay are essentially not any different than those used in traditional online stores. Make sure the product is as good as you say it is; do not inflate shipping and handling; ship quickly; and have a liberal return policy. Attention to these issues is the way to achieve high customer service ratings.
A wealth of expert advice on successful eBay selling is available to you--click on eBay Auction Secrets now to learn more.
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