Your first line of communication is your item description. Think carefully about your item before you write this. Does your item have any unique selling points? Is it collectable? Do you need to explain a little about how it works?
Keep your descriptions short and to the point but above all keep them honest. If there is a small mark on the item, mention this. If the item is heavy and needs a lot of postage, explain this. Buyers need to have as much relevant information as possible so that they can make an informed decision.
List your item in the appropriate category. Buyers need to be able to find your item quickly and efficiently. Check your sub category. Is this the best place to list this item? Is there another sub category which is more relevant? Don’t guess, check it out. Imagine you are a potential buyer. Where would you expect to find this item?
If someone contacts you with a query answer this as soon as possible. If you’re not sure of the answer tell them this and that you will try to find out for them. Get the information to them as soon as you can. Reassure them that you are a real person. A lot of people are nervous about buying online and your job is to make the experience as enjoyable as possible so they will be open to buying from you again.
When you sell your item, place a compliment slip in with it. These do not have to be expensive and can be home made. Make sure you include your contact details and ask them to check your listings from time to time as you may have other items which may be useful to them. If you have a storefront you can advertise it here. Try to sign each slip by hand as this adds a personal touch.
As soon as you send out the item, email the buyer. Let them know that the item has been dispatched and remind them how it’s being sent – by post or courier. Give them an indication of when they can expect delivery. Make sure you allow a few extra days unless the item is going out by timed special delivery. This helps to ensure that you do not have customers contacting you and threatening you with negative feedback for late deliveries.
Send out another email when you think the item has been received. Ask them if the item has arrived and if so remind them to leave feedback. Always add links to your current listings or storefront and ask them to add you as a favourite seller if they want to receive regular updates from you.
Leave feedback as soon as the transaction is complete to everyone’s satisfaction.
Do not contact them again unless they request you to do so.
Good communication offers relevant information in a timely fashion in a way that is acceptable to the recipient.
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