This article is based on our experiences spanning over a decade, selling online. We are selling all over the world on eBay & also help others to sell on online marketplaces on eBay, Indiatimes, Flipkart, Infibeam, Home shop18, Rediff & Shop Clues
- Customers are bound to give negative feedback, even if the seller is right & at absolutely no fault.
- Whatever happens to product during transit or post usage dissatisfaction will result in unfulfilled expectations & hence negative feedback.
- Being proactive is the best key to ensure consistent positive feedback. Have you automated basics, sms/email payment received, item dispatched with tracking info
- Is seller information, email / mobile/ Skype prominently listed or easily available. How easy it is to reach seller ?
- Is response automated (routine email communication), Do you have FAQ or is it customised?
- How quick is the response? It is advisable to have internal SLA/escalation matrix & process to resolve. Process is only guideline for staff & to help buyer.
- Is resolution as per buyer satisfaction or as per rule book?
- Does seller take care to reach-out & speak with buyer?
- 90% of the buyers prefer to resolve before leaving negative feedback
- Negative feedback given under impulse is usually under influence of some one valued a lot (peer/parents) & may be totally against the wishes & requirement of user.
- Viewers/buyers are more interested in the good manners & grace, with which situation is handled
- Never ever argue with buyer, he/she is always right. Plan your business @ losses due to unforeseen situations, at least 2-3 %. Active listening always resolves toughest of the issues.
- Secret: Listening is the best thing to do. Offer multiple solutions, flexibility is the key to resolve stalemate.
Online selling is fun :)
My other articles, related to this