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Spotlights

Best Practices

Seller Success Stories

Free shipping, great deals and stellar customer service pay off

Ben Federman (user ID: 1SaleADay) gets more than 70% of his business through repeat customers.

Ben Federman, owner of 1saleaday.com, sells everything from electronics to jewelry to kids' merchandise. But everything he sells has one thing in common: It's a great deal. "Once you build up your clientele," says Federman, "you can buy larger volumes, and that's where you really get the savings. We buy so many of whatever we're selling that we're able to buy at ridiculously low prices and sell at up to 90% off suggested retail."

But it's more than just great deals that keeps his customers coming back for more. Federman's company has earned a loyal following with a strong commitment to their customers that shows in everything they do, including free shipping and a no-questions-asked return policy. Their quality control department ensures the company—and their customers—can feel confident in the products they're shipping out the door. "We don't even bother with items that aren't brand name and that don't come directly from manufacturers or from authorized direct distributors."

A self-professed gadget geek, Federman feels one of the secrets to successful selling on eBay is doing the research and having a feel for what excites people. "Once you know your customers and they know you, it's almost like you want the same type of item that they want. When I'm excited about a product, I'm pretty sure my customer is going to be as well."

Federman's advice for making the most of the holiday buying season is simple: "Plan ahead and be prepared." But adopting some of his company's practices is just good business all year round.

Always free shipping

Federman's customers know that a deal is a deal, and that they'll never be surprised by high shipping costs: "From day one, we've always had free shipping on everything. There's just something nice and round about the fixed number. You'll pay exactly the price that's on the listing, and there are no hidden charges."

Expedited holiday shipping

Although he doesn't usually offer expedited shipping, Federman makes an exception during the holidays when customers need to get their gifts in a hurry: "When it gets closer to the end of December, it's crunch time so we do offer the expedited shipping option then."

Smart shipping practices

Federman has supercharged his shipping practices to keep everything running smoothly: "We use UPS WorldShipTM, and every buyer gets a tracking number for every item that ships out. In order to offer free shipping, you have to get a good rate on shipping, and we have a wonderful setup with UPS and the Post Office." It can streamline international shipping, too—Federman says his company's market increased an extra 10%-15% when they started shipping internationally.

Keeping customers happy

For 1saleaday, the relationship with the customer doesn't end with the sale: "If you have any issues, we deal with it right away. If you have any questions, or if—heaven forbid—you got a defective item, we'll send you a new one or we'll refund your money in full." Federman has won a lot of loyalty through his no-questions-asked return policy. While his official policy is 14 days, his loyalty to the customer extends beyond any deadline: "We never turn down a customer. 'Sorry, you're too late' does not exist in our vocabulary."

Saving customers money

Federman understands that customers don't want to pay full price, especially given the current state of the economy. "No matter what price I list, my customers know it's the best price I could give. And it's not just 'probably' the best price; it is the best price out there. It's always rock bottom. Always, always, always."

Connecting with customers

With more than 200,000 fans and growing on Facebook, 1saleaday is connecting with customers and building a strong community. "We promote our deals, and we have all these cool, fun contests, competitions, and other things going on," says Federman. "A photo of my brother wearing a suit and flip-flops got more than 100,000 clicks. People obviously like a good deal, but when they see that you're being honest about who you are, they appreciate it, they enjoy it, and they become part of your community."