|
Good Communication Promotes Positive Feedback On Ebay
|
By Stephen Pope
[Hits: 24895]
|
|
Good communication is the key to encouraging your auction buyersto leave you positive feedback. Such communication also helpsavoid most negative feedback on eBay.
1. Good Communication Prevents Misunderstandings
Good communication helps to avoid misunderstandings. Forexample, if surface shipping takes six to eight weeks but thecustomer doesn't know this, he may expect almost immediatedelivery. When such quick delivery doesn't materialize, he mayfeel that he has been cheated or that your service is slow andpoor.
Thus, try to spell out delivery time frames and other details asmuch as possible. Is your refund policy clear? Is your productclearly and accurately described in your auction ad? Does yourproduct's quality meet or exceed the expectations created byyour auction ad?
2. Prompt E-mail Response
If, for whatever reason, your e-mail response is slow, thecustomer may assume that you aren't delivering on your promises.Prompt e-mail communication can help reassure the customer andgives evidence of good customer service.
3. Encourage Queries
Basically, state in your auctions: "If you have any questionsabout this auction, please e-mail me." If a person is expectinginstant delivery of an e-book but instead you send him theinformation via the postal service, he might be disappointed.Nip all such problems in the bud by encouraging your prospectivebuyers to ask questions.
4. Ask for Positive Feedback
How can you encourage buyers to leave positive feedback foryou? Simply state that you'll leave positive feedback for themafter you've received theirs.
Since they are leaving the feedback first, they will hesitate toleave you negative feedback, knowing that you may respond inkind. If you leave positive feedback for the buyer first, theymay never return the favour.
5. Reversing Negative Feedback
With good communication, you can often avoid receiving negativefeedback. Try to do everything that is reasonable to make yourcustomer happy.
However, what if you do receive negative feedback on one of yourauctions? What can you do about it?
Under certain, very limited circumstances (such as an extortionattempt), eBay might reverse negative feedback unjustly given toyou. In most cases, however, eBay will not reverse negativefeedback.
You can use eBay's "Mutual Feedback Withdrawal" procedure. Thisis where both the buyer and seller agree to withdraw negativefeedback from each other. Thus, the negative feedback will beremoved from both of your total scores (thus improving bothfeedback ratings).
The negative comments themselves won't be removed by eBay.However, your comments left in response to a negative feedbackwill also stay to tell your side of the story.
Yes, good communication can lead to more positive feedback fromyour auctions. Such communication can also help you to avoid andeven reverse negative feedback. So, by all means, promotepositive feedback on eBay through good communication.
|
|
|
|
