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Making money on ebay: Can the ebay customer always be right? – YES!

Posted by ebayprofitmaster on March 23, 2010

THE EBAY CUSTOMER IS ALWAYS RIGHT. As with any type of selling, whether online or offline the customer is always right. You will improve your chances of repeat sales by doing whatever you can to make your customers happy, regardless of what it costs you in time or money.

Unhappy customers always leave negative feedback comments, and this is something you must try to avoid at all costs. Your negative feedback comments cost you money plain and simple because they harm your chances of future sales. So it is cheaper to deal with the customers problems then allow them to leave negative feedback.

You absolutely have to battle as hard as you can to keep your feedback at 100% positive, no matter what problem arises, you have to find a way to deal with it – even if it means giving them the item for free and absorbing the entire loss yourself (just keep them sweet and make it all back on the next few items you sell!)

Below are some situations that you might have to deal with and how you should handle them.

If they say the item did not arrive:
Simply request that the buyer waits a few more days to see if the item arrives, and get them to email you again if it does not. If it does not arrive by then, you then just have to assume that it has been lost in the post and either offer them a replacement item or give them their money back in full. (Yes this will cost you money. But make it back on the next item – if you are serious about selling on eBay you will have to do this!)

The item arrives damaged:
You either have to offer a replacement or a refund. (Nice and simple that one!)

They claim that the item does not match your listing description:
Do not email them back saying something like “Why can’t you people learn to read it properly?” That may be very tempting, as many customers can be totally infuriating, but this is a guaranteed way to cost you money! Take the item back, give them a refund, and change your listing description if you have to.

Notice the pattern that is emerging? They are always right! So Offer them a refund whenever you need to and almost any problem will vanish. It always cost you less if you look at the long term.

Never forget that your single negative feedback comment remains with you forever, viewable by anyone who wishes to scroll down through your feedback comments. So always handle your customer’s complaints before they escalate so far they leave negative feedback.

You might be thinking that this issue of giving out instant refunds is only for those who sell the cheap eBay stuff, where losing out on the cost of the item only loses you a few dollars. Wrong!

Even if it costs you thousands, you have to do it! Let me explain before the shock kills you.

If you sold on average $20,000 worth of items every week, and you made $2,000 in profit after all costs, then you may think that having to refund a customer’s $2,000 purchase would be a disaster, as it loses you an entire week’s profit.

However if you do not offer them that refund, you will be extremely likely to lose the next week’s profit and several more weeks’ profit to come after that. Simply because, as explained above, if that customer enters negative feedback, your hopes of futures sales take an immediate downturn (would you buy an expensive item from a seller who fiddled their customers and didn’t offer a refund when they were due one? That’s what your potential future customers will be thinking.)

Now you can see the importance of truly believing that the customer is always right (even when you know they are wrong!)

But it’s not just dealing with complaints that you need to handle. There are lots of annoying problems to handle if you don’t want your business destroyed, and I will go through them next time.

I am always looking for quality products to promote, and there is another one below, if you have a product you would like me to promote then please contact me.

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