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Member Workshop: Create a Great Customer Experience & Boost Your Revenues
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Last Post Jul 10, 2007 2:02 PM by: deirdre@ebay.com
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deirdre@ebay.com
Posts: 3,846

Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 2, 2007 8:28 PM
Topic: Member Workshop: Create a Great Customer Experience and Boost Your Revenues

Host: hostedsupport
Date: Tuesday 07/10
Time: 1:00 p.m. to 2:00 p.m. Pacific time
Location: Workshop Board

Description: In this workshop, Steve Yeich, CEO of Certified Solution Provider HostedSupport will discuss why listening and using the right answer makes customers feel important increases repeat sales and business. Learn how to turn questions into opportunities and boost your bottom line.

Cheers,

Deirdre
eBay Community Development
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deirdre@ebay.com
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:02 PM
Welcome and thanks for joining us today!

We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic.

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Cheers,

Deirdre
eBay Community Development
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:03 PM
Welcome and thanks for joining us today! We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic.

Good afternoon everyone and welcome to our Customer Experience management workshop!
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:03 PM
My eBay ID is hostedsupport and HostedSupport is an eBay Certified Solution Provider. We have been in business since 2000 and have two products that are exclusive to the eBay world. I am very excited to share with you our experiences and knowledge regarding customer service, and how it can help you increase the number of listings (and increase your revenue), without receiving an exponential increase in buyer email.
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:03 PM
The Internet, and in particular eBay, has changed the way people shop. Customers often want to buy products, obtain information, and receive real-time support anytime of the day or night. This has increased the demand for quality customer service, or as we call it, customer relationship management, or CRM for short. As many traditional brick and mortar retailers report, a good CRM system improves the customer experience.
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:04 PM
Your eBay Buyers are the same. They wanted to feel important, and have questions answered. If not, another seller is only a mouse click away. Not only do you want to keep this Buyer, you want to attract more. The more Buyers you attract, the more you listings you can hold.
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:04 PM
One tip we’d like to share is that sellers should write better listing descriptions. Many sellers try to post as many listings as possible, but in the rush to get these online, they write incomplete descriptions. This will lead to Buyers asking more questions, and you’ll spend hours responding.
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timecatchers
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:05 PM
Hello,
I'd like to ask your thoughts about putting counters on listings. What kind of message(s) do counters convey to potential buyers?
Del & Kathryn
TIMECATCHERS - Antiques and Collectibles eBay Auctions
IT'S ALL WRITE - Quality Pens and Refills eBay store

It's All Write
IT'S ALL WRITE ~ Quality Pens & Refills ~ eBay Store
TIMECATCHERS ~ Antiques & Collectibles ~ eBay Auctions
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:05 PM
Another tip is to break your descriptions into separate sections, such as product description, condition, and shipping. We also recommend that you label each section. This makes it easy for Buyers to quickly read your description and find the information that is most important to them
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:07 PM
Hello timecatchers
Depending on your point of view, counters can be positive or negative. If a listing has too many visits, but no bids, buyers may perceive it to be overpriced or possibly worthless. If a listing has few or zero visits, buyers may view it as a negative since the listing isn't attracting attention.
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:07 PM
Once you’re done writing a description, read it again and ask yourself if it accurately describes the product. You can also have someone else read it and give you possible suggestions to improve it. A few extra minutes writing a better listing description will go a long way in convincing Buyers to purchase from you and save you from answering Buyer questions.
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owenseamus
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:08 PM
Would you break up the info in the body of the description even though you have filled in the specifics in eBay's categories?

Photobucket
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:08 PM
While writing a good description is no guarantee that a Buyer will read it, research shows that people will look at a photo. That’s why having photos are important. You’ve heard the old saying that a picture is worth a 1000 words, well its true! Many questions, such as color and product condition, can probably be answered with good photos.
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:10 PM
Hello owneseamus
I would recommend that you break up the description to make it easy for buyers to search for information. Some buyers may get used to the "traditional" description and miss important information.
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hostedsupport
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Member Workshop: Create a Great Customer Experience & Boost Your Revenues

Jul 10, 2007 1:10 PM
Remember, the goal is to make it easy for Buyers to get the important information. The clearer you can present this information, the better the customer experience.

With few exceptions, many Buyers are searching for a particular item and they quickly moving from listing to listing. While a well-written description and good photos will help, Buyers will still ask questions. Some are just curious about an item, but others can be turned into Buyers if you can answer their questions.
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