by Jennifer Claerr

Created on: May 16, 2007   Last Updated: May 22, 2007

In my eBay business, I get a lot of questions about my items. I try to put all the details of an item in the listing description, but inevitably there will be a thing or two that my customers still need to know.

Since I'm not face to face with my customers, the best way that I can help them to ask the right questions is by creating a very detailed and clear listing description. I am not permitted, in fact it isn't even possible for me, to approach my buyers to ask them if they have any questions. So I try to make sure that the listing description is accurate and there are no errors. If you sell on eBay, and your items are misdescribed, it makes it essentially impossible for your customer to get the information he needs.

I try to answer all questions politely, even when the answer to that question is fully within the listing description. I get a lot of people who challenge my knowledge about the items I sell, and they can be a real headache. They have to be answered as well, regardless of how rude they might seem.

If you're running a brick and mortar store, it isn't all that different. It's hard to help your customer ask questions verbally. However, how you set up your store will make a significant difference in your customer's ability to get the information they need. Do you have prices on all your items, or signs indicating the price? Are all promotions clearly indicated within your store? Is your merchandise neatly arranged and organized on the shelves, or is it a mess? Is your number in the yellow pages or online so that customers can contact you?

That's the first step. Because a customer can't ask a question about an item he can't find. And if it's improperly described or priced, he won't ask you anything; he'll just buy it, then accuse you of false advertising after the fact.

If you're in a brick and mortar store, look out for customers who look confused or like they can't find or figure out what they need. Ask them once what they're looking for; then, if they decline your assistance, leave them alone until they approach you. Remember, shopping is about meeting needs, and the shopper is there to meet his needs, not yours.

So whether you run a physical store, or an online store like me, the next best way to help your customers to ask the right questions is simply to be available for questions, be courteous, reply promptly if you're online, and make suggestions to your customer about potential solutions to his or her needs. Make sure your customer knows about any promotions you're presently holding, and about similar items to the one he's shown interest in. If you're online be sure to mention combined shipping, as many customers tend not to think about that, or feel afraid that they're about to be gouged. Create a safe atmosphere where your customer feels comfortable to ask you about anything.

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