In a recent post we mentioned the importance of shipping exactly what a buyer orders. Sometimes the reason this goes wrong is obvious, but other times it's more subtle. For example, a buyer might have ordered an item that differs from how the buyer perceived the item based on the detail page information.
Here are two mistakes you might make in the interest of saving time, but that can contribute to customers not knowing enough about an item to make an informed buying decision:
- Not responding promptly to pre-order inquiries about your listings
Customers (shoppers) won't necessarily become buyers, but answering their questions can help you make sales that stick. When a customer is fully informed about an item before buying, he or she is more likely to keep that item and to praise it (and you) in reviews.
Sometimes a customer can't quite make out a particular detail from the product image and description. Talking to you can help the customer move forward and buy.
Or not. And that's Ok too. If the customer ends up not buying after talking with you, that is a better result than the customer becoming a dissatisfied buyer due to lack of pre-order information.
For more information, search on "messaging service" in seller Help.
- Not providing a top-notch image of the exact product you are offering
The product you ship should not be even slightly different from the product in your detail page image.
Also, you can be extra helpful to customers who are deciding whether to buy, if in addition to having a perfect main image, you provide more images of the product—different angles, close-ups of key aspects of the product, and so on.
For more information, search on "image standards" in seller Help.
Though you might save time initially by skipping (or skimping on) these tasks, that time saving can be easily overshadowed by lost sales, too many returned items, unhappy buyer reviews, and dissatisfied customers who don't come back.