Archive for October, 2011

Accurate and Honest – The Bywords for Good Feedback (Feedback 2)

Sell successfully online

Feed back is one of the most important things that will propel your eBay business forward.  In fact goodwill, a business’s reputation, can form a significant part of its price when it it up for sale.  You need to protect and promote your feedback.

One sure way of receiving business killing bad feedback is to be less than open and honest about your goods.

Think like a buyer.  What does he need to know? What would he like to know? What should he know?

I sometimes feel that it a waste of my time to write full, long and time consuming descriptions.  Surely the buyer knows that I am a good seller, that I am honest and that all my goods are fantastic?  Sadly, they don’t.  I have to tell them.

Fill out those annoying item specifics, those drop down boxes on the listing page.  We all know that the make of widgets that you sell are the best on the market because the innovative design, the comprehensive guarantee, the rugged build quality, that ‘Which?’ has listed them as a best buy since Adam was a lad.  However, you have to tell your prospective buyer.

In fact, tell them more than once.  In the specifics you say the item is new and measures 20x20x20cm.  In the body of the listing tell them again.  You know that the measurements are important because your widgets are smaller than the competition’s which means that they are neater, fit better (whatever).  But, tell the prospective buyer.

The aim is to turn the prospective buyer into an actual buyer – but more than that into a satisfied, he will buy from you again, save you as a preferred seller, buyer.  Make it easy for the prospect to buy from you.

That is the task.  Make it easy to buy from you.

If there is something your widget can not do tell the prospective buyer.  What you do not want is for feedback to say “I bought this to do so and so, but it doesn’t”.  Not only will the buyer not remove the feedback he will not buy from you again.

List all the positives of your product, emphasise every reason why someone should buy yours, and yours alone.  Remember a description is not a reason to buy by in and of itself.  The size is an attribute, what that means (how, where it can be used) is a reason to buy.

As always think like a buyer, think like a picky, pedantic buyer.

Comments off

The Importance of Feedback (1)

Sell successfully online

A few months ago I had a disaster.

I received six (yes, 6) negative feedbacks in a period of 2 or 3 weeks!

I had prided myself on 6,000 positives and 0 (zero) negatives so it was a shock, to say the least.

What had gone wrong?  Well, I sell a small item, lots of them, and I had always used the Royal Mail’s normal letter rate.  For 2 days the Royal Mail decided that they should have been sent as ‘large letters’.  They were wrong.  I had letters checked at the local Post Office, they were ‘normal’.

However, the damage had been done.  There was an immediate reduction in sales and it took a couple of months for the position to improve.

How we react to negative feedback is important.  Once the damage has been done, and if the buyer will not withdraw it (2 of mine did) all you can do is to try to minimize the damage.  These are true examples of negative feedback from fellow sellers and how they reacted;

Feedback; Did not say in the item description anywhere the ******* was a minature version

Reaction; Er Nothing.

Another one.

Feedback; No ******** DVD the case was empty!!!! heartbroken, Fraudsters

Reaction; THIS WAS ADDRESSED AT THE TIME. GET A LIFE!

Another;

Feedback; I needed to pay extra postage!

Reaction; Refund given, excess postage came as a surprise, after 4 years without a problem

Which reaction gives you the best impression of the seller? (Hopefully, the last one as it was mine…..)  I happen to know the product in the first case.  There are 2 sizes and the model number in the listing was fopr the normal size. i.e. the seller was selling the wrong product! The second reply is just awful!  At least with mine I showed what I did to rectify the problem (a full, no quibble refund) and tried to explain that it had never happened before (but then it did, 5 times as I said) .

However peed off you feel at the feedback, however unjustified think about what you need to do.  If you can not get the feedback withdrawn with the agreement of the buyer then your aim has to be to reduce the damage to your reputation and reassure potential buyers.

Comments off

Subscribe in a reader

Subscribe to my Free Newsletter Here and receive a free gift!

Save and make money. Online eBay tool