Good Communication Promotes Positive Feedback on eBay
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Author: J. Stephen Pope Good communication is the key to encouraging your auction
buyers to leave you positive feedback. Such communication
also helps avoid most negative feedback on eBay.
1. Good Communication Prevents Misunderstandings
Good communication helps to avoid misunderstandings.
For example, if surface shipping takes six to eight weeks
but the customer doesn't know this, he may expect almost
immediate delivery. When such quick delivery doesn't
materialize, he may feel that he has been cheated or that
your service is slow and poor.
Thus, try to spell out delivery time frames and other
details as much as possible. Is your refund policy clear?
Is your product clearly and accurately described in your
auction ad? Does your product's quality meet or exceed the
expectations created by your auction ad?
2. Prompt E-mail Response
If, for whatever reason, your e-mail response is slow, the
customer may assume that you aren't delivering on your
promises. Prompt e-mail communication can help reassure
the customer and gives evidence of good customer service.
3. Encourage Queries
Basically, state in your auctions: "If you have any
questions about this auction, please e-mail me." If a
person is expecting instant delivery of an e-book but
instead you send him the information via the postal
service, he might be disappointed. Nip all such problems
in the bud by encouraging your prospective buyers to ask
questions.
4. Ask for Positive Feedback
How can you encourage buyers to leave positive feedback
for you? Simply state that you'll leave positive feedback
for them after you've received theirs.
Since they are leaving the feedback first, they will
hesitate to leave you negative feedback, knowing that you
may respond in kind. If you leave positive feedback for
the buyer first, they may never return the favour.
5. Reversing Negative Feedback
With good communication, you can often avoid receiving
negative feedback. Try to do everything that is reasonable
to make your customer happy.
However, what if you do receive negative feedback on one
of your auctions? What can you do about it?
Under certain, very limited circumstances (such as
an extortion attempt), eBay might reverse negative
feedback unjustly given to you. In most cases, however,
eBay will not reverse negative feedback.
You can use eBay's "Mutual Feedback Withdrawal"
procedure. This is where both the buyer and seller
agree to withdraw negative feedback from each other.
Thus, the negative feedback will be removed from both of
your total scores (thus improving both feedback ratings).
The negative comments themselves won't be removed by eBay.
However, your comments left in response to a negative
feedback will also stay to tell your side of the story.
Yes, good communication can lead to more positive feedback
from your auctions. Such communication can also help you
to avoid and even reverse negative feedback. So, by all
means, promote positive feedback on eBay through good
communication.
RESOURCE BOX:
J. Stephen Pope, President of Pope Consulting Inc.,
has been helping clients to earn maximum business
profits for over twenty-five years.
To learn more about Internet auctions, visit
http://www.yenommarketinginc.com/auctions.html
For more profitable Work at Home Small Business Ideas,
visit: http://www.yenommarketinginc.com/
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