It’s the first thing potential buyers look for, and if you don’t have it, they’ll go find someone who does.
Surveys show that up to 97 percent of customers incorporate feedback into their decision when buying online, while 85 percent trust online reviews as much as a personal recommendation.
With over 160 million buyers on eBay, that’s a lot of business to lose out on. Let’s take a look at what you can do to maximize your feedback and increase sales on eBay.
#1. Provide feedback for your buyers
Feedback is something that many people overlook—and it goes both ways.
If you leave feedback for someone who just purchased your product, you’re opening a dialogue with your customers and paving the way for them to return the favor. It’s a good idea to take the initiative and leave feedback before the buyer does. This will show professionalism and earn the goodwill of the buyer.
Sellers are advised to leave feedback when the payment clears, as the only real obligation that the buyer has is to make the transaction. The rest is up to you, so don’t forget to thank your buyer and leave them some positive feedback.
#2. Respond to negative feedback
It’s difficult to please everyone. If you’re selling on eBay, the reality is that someone will eventually be disappointed.
Leaving positive feedback is important, but it’s essential to respond to negative feedback politely and professionally. Don’t get defensive, even if you feel that a buyer has been unreasonable.
Think of how other customers will judge your reaction and do everything you can to represent yourself well. This will encourage future customers to trust and buy from you. Accept responsibility and never blame the buyer for their response.
#3. Offer quality customer service
A customer has just purchased from you, the payment has processed, you’re all set to ship their product and make a profit. Case closed. Is that all there is to it? It shouldn’t be.
If you’re not getting in touch with your buyers as soon as they make a purchase, you’re not doing much to retain business. A personalized message, even a short one, to thank them for their purchase and let them know the status of their order can work wonders for customer loyalty and satisfaction—and your ratings.
The last thing you want is for a customer to get in touch to ask about their order. Let them know and keep them happy. It’s not just the product quality that needs to be top-notch to stand out on eBay. You won’t maximize your potential without providing excellent e-commerce customer service, too.
Treat every customer like they are your only customer and they’ll keep coming back for more. That means:
- On-time shipping
- Tracking numbers for your products
- Respond to any complaints politely and without keeping them waiting.
#4. Open a dialogue
If you’re happy with the quality of your goods and services, the best way you can get feedback is to ask for it. The best way to do this is with an indirect request that doesn’t put pressure on your customers.
Let them know how valuable it would be to know how you did so you can continue to improve your customer service. Timing and taking a personalized approach to the request can be the difference between success and failure here.
It is possible to take this on by yourself: compiling a list of buyers, creating a personalized message for each one and sending the message after the goods have been delivered.
Alternatively, automated software such as xSellco Feedback can speed up the process and generate positive reviews while you focus on other aspects of your business. The more positive feedback you have, the more attractive your product listings become to buyers trying to figure out which seller looks the best.
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Read more eBay tips from xSellco:
- Amazon vs eBay: which marketplace should you sell on
- How to start a drop shipping business on eBay
- Selling on eBay: how to respond to negative feedback
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