In the Trademe -selling world,
customer service is the name of
the game. Sellers that do what
they say they will and deliver
what they promise tend to get
repeat customers and plenty of new
ones, as well. Sellers that fall
flat get lousy feedback ratings
and might find it nearly
impossible to sell anything on the
site, no matter how high the
demand happens to be for the item.
So,
what is feedback and why is it so
darn important?
The Trademe site functions as a
community. This means sellers and
buyers have the right to share
their opinions about each other
with other site users. This is
accomplished through feedback
ratings. Sellers and buyers both
earn these ratings for how they
handle transactions. When customer
service is high, ratings tend to
be, as well.
To
attain the best ratings, it is
very important for sellers,
especially those that want to make
a business of it, to pay attention
to customer service. This means
doing certain things along
different milestones of the sales
process.
Starting
out: The first customer
service-related issue comes up
with the individual listings
themselves. They
must
be clear and they must be honest.
If they aren't, sellers can say
what was delivered isn't what was
promised. Truthfulness is the key
here.
Once
sales begin: As soon as an
item starts at auction or goes out
into the ether for outright sale,
potential buyers might come up
with questions. Answer these in a
timely and honest fashion. If you
can't answer a question about an
item, write back and say so. The
Trademe site makes it very easy
for buyers and sellers to
communicate. Use this to your
advantage.
After
they end: If all goes well,
your listing will sell at the end
of its appointed time. Once an
auction has ended or if a straight
sale has been made, what happens
next is very important. Contact
the winner or the buyer and thank
them. Be sure to include
information about expected
payment, how you intend to ship
and when you intend to do so.
Politeness pays off big in this
arena. Carry through on promises
for shipping, as well.
Follow
up: This isn't necessary,
but it is a nice touch, especially
if repeat business is desired or
anticipated. Once an item has been
paid for and shipped, check back
with the buyer to thank them again
and see if the package arrived in
the mail.
Feedback
for the buyer: Anyone using
Trademe has a feedback rating
attached to their name. Don't
forget to reward good buyers with
high marks and warn others about
those who don't do as they say
with poor grades.
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