Improve performance by staying in touch with buyers
Making sure you answer any questions from buyers can help build a good relationship and can enhance your reputation.
Responding to buyers' questions quickly and professionally can help avoid problems down the road, and it can also help you avoid:
Cases where a buyer says the item doesn't match the description in your listing
Negative or neutral Feedback
Tip: By meeting certain conditions, you can receive an automatic 5-star detailed seller rating for communication.
Answering a buyer's questions in a timely fashion shows them that you care about great customer service, and it also helps ensure smooth transactions. Keep these things in mind:
Not letting buyers know how to reach you
if they have questions
Provide your contact information in your listing, and specify if one method is better than another.
If you're only able to respond during a certain time of day, specify this time frame in your listing.
Making buyers wait for your response
Respond to email and phone calls as quickly as possible (preferably within 24 hours).
Let your buyers know how quickly they can expect a response, and follow through on the expectations you've set.
Being unprofessional or not addressing tough questions
Be patient, stay calm, and keep an open mind when talking to your buyers. When you treat someone with courtesy and consideration, even the most disgruntled buyer can become a loyal customer.
When something goes wrong
Keep the buyer informed if there are any problems with the order, especially if there are any shipping delays.
Here are a few time-saving tips for getting in touch with your buyers:
Include answers to frequently asked questions (FAQs) in your listings.
Use auto answers to automatically provide buyers with key information. These questions and answers are generated automatically from the details you provide when creating your listing.