In our last eBay Selling article, we discussed the importance of feedback to your reputation as a seller. In this follow up post, we will talk about how you can improve your overall Feedback Score as well as your Detailed Seller Ratings (DSR).
As with any other customer-facing industry, online retail is dependent on the satisfaction of your customers. It can encourage more business as well as build customer loyalty which results in repeat purchases. There is no better way to improve the customer’s perception of your brand than delivering on your promises.
To be more specific, here are some things you can start off with:
- Create detailed and relevant product descriptions. Include everything the buyer would need to know – color, dimensions, base materials, weight, quantity (for lot listings) etc.
- If the product has defects, make sure to note those as well.
- Do not deceive your buyer when it comes to the condition of your product. When you say “new” or “mint condition” make sure that the item is in fact in those conditions.
- Post several pictures of your item -- in different angles, of course.
- Detail your policies – including shipping, handling and return
- Let the buyers know how they can reach you and how quickly they can expect a response.
- Respond to inquiries and winning bids in a timely manner
- If you list the same item several times, you may already have a database of frequently asked questions. You may want to consider including that in your listing.
- When communicating to buyers about shipping, let them know the estimated time of arrival and provide a tracking number (if your chosen courier has it)
- Be as specific as possible with you shipping costs. You may want to list several options for shipping or use calculated shipping so buyers can find out how much it would cost from their location.
- Offer shipping discounts for multiple items from the same buyer. You might also want to consider offering free shipping promos to attract more buyers.
- Post-sales customer service is always appreciated. Once you know that the item has arrived, check with the buyer if they received it in good condition and how they like the item.
- Leave a feedback for the buyer if you had a positive transaction.
In the end, the eBay Feedback Score that you get is really a rating for the kind of customer service you provide – from the beginning of the transaction right up to the point when they receive the item.
Whether you are supplying the item yourself or are using a dropship service, being there for the customer and answering their questions reflects on you as an eBay seller. Remember, it is your brand and your member ID that they see and not anyone else’s.
Good luck and happy eBay selling!
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