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eBay Selling Tip:
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The power of customer satisfaction to increase your eBay sales

Everyone selling goods on eBay receives a quality of service rating. This rating is based on feedback from customers during previous sale transactions. A good feedback rating will show you to be a trusted seller and will tip the balance in your favour so that people will be more likely to purchase from you. A poor rating will adversely affect your sales. There are plenty of sellers to be found on eBay so, if you earn a poor feedback rating, you will lose potential customers to people who have a proven track record of good customers service. It is, therefore, essential to develop a good customer service policy and ensure you maintain good customer service standards throughout all your dealings with customers on eBay.

The first thing to do before you plan your customer service strategies for selling goods on eBay is to read the rules. The regulations and policies which govern selling on eBay are clearly set out on the eBay website (there is also a separate section for buying on eBay). There are a lot of rules and regulations but it is worth spending time to get acquainted with any rules that will apply to your eBay dealings. Once you have a fair grasp of the rules, you can develop your own customer service policy.

Your customer service strategies for eBay selling should start with product description: eBay is not the place for advertising puff or hype or unhelpful blurb of any description. A clear photo of the item for sale is a great aid, buyers like to get a good look at the things they are considering purchasing. The goods you are hoping to sell must be described with 100% accuracy and honesty. Include the manufacturer’s name and model number, if appropriate.

The provision of a full description is doubly important when you are selling used goods. If an item has a flaw, describe it fully. For instance: if you are selling an article that has sustained a minor scratch, don’t describe the damage in words such as “minute” or “insignificant”. State the exact position and dimensions of the mark. This way your customers will never receive less than they were expecting and, if the condition of the item exceeds their expectations, you will have satisfied customers to boost your feedback rating. If you try to minimise the extent of any defects in your description of the goods, people will be less likely to purchase. If the goods are sold, you are more likely to receive complaints, requests for refunds and negative feedback.

Your eBay good customer service strategies should continue through the bidding process. Prospective buyers often want more information than sellers have provided in the description of articles on sale. If an interested purchaser emails you to ask for further information about an item that you are selling, reply promptly with a full and honest answer. An enquiry that seems immaterial to you might be the one factor that persuades a purchaser to buy from you rather than a competitor offering a similar article.

Maintain your good customer service levels through to delivery of the items you have sold. This means despatching the items as soon as possible (this should be the same day unless it is a weekend or public holiday). To ensure a high level of customer satisfaction, make sure you never ask for an inflated sum to cover postage and packaging. Your customers will know how much the postage and packaging materials cost you and they won’t mind being asked a fair price to cover those expenses. It is not unusual for the cost of postage to exceed the price of the goods and people don’t mind this because they still feel they are getting a bargain. One thing nobody likes is the feeling that someone is trying to rip him/her off and that is the impression you will convey if you ask an excessive amount for postage.

Customer service policy when selling on eBay should be no different from good customer service in any online transaction. The key is to be honest, act promptly and be transparent in your business activities.

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