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Member Workshop: Improve Customer Relationships to Grow Your Business
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Last Post Aug 14, 2007 2:01 PM by: deirdre@ebay.com
Replies: 49
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deirdre@ebay.com
Posts: 3,846

Member Workshop: Improve Customer Relationships to Grow Your Business

Jul 27, 2007 12:31 AM
Topic: Improve Customer Relationships to Grow Your Business

Host: hostedsupport
Date: Tuesday 08/14
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 happy customers are your best sales force, and how customer support can help make them happy. Learn from real-world examples showing how word of mouth can increase sales.

Cheers,

Deirdre
eBay Community Development
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deirdre@ebay.com
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 12:57 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: Improve Customer Relationships to Grow Your Business

Aug 14, 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.
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hostedsupport
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:04 PM
Our eBay ID is hostedsupport and HostedSupport is an eBay Certified Solution Provider. We have been in business since 2000 and have an eBay Compatible Application that is exclusive to eBay. I am very excited to share with you our experiences and knowledge regarding customer service, and how it can help you have more listings (and increase your revenue), without receiving an exponential increase in buyer email. We’ll provide you with some easy tips and solutions designed to save you many hours of answering repetitive buyer questions, and give you more time to increase sales and revenue.
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:04 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.
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:04 PM
CRM is not new. Decades ago the corner shop would deliver groceries for free, and the owner greeted you by name when you walked in the door. Believe it or not, that’s CRM.

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: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:04 PM
However, buyers ask questions. The more listings you hold means more buyer questions. And these questions will probably be the same, over and over again.

HostedSupport has talked with hundreds of eBay sellers, and they’ve told us it’s the amount of buyer questions that prevents them from increasing their listings. Not only is that a powerful statement, it also holds sellers back from growing their business and maximizing revenue. These sellers think they spend far too much time answering buyer questions, and they want to know how to manage it better while increasing sales.
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:05 PM
For example, if a listing generates an average of 5 buyer questions, and you have 50 listings, you’ll receive 250 buyer questions. If you had 100 listings, then you’d get 500 buyer questions. However, you may not be able to keep up. As a result, your sales don’t grow as high as they could. You may also not want to have 100 listings since you’ll spend too many hours answering those questions. What you need is a system that will allow you to have 100 listings, and keep you from getting buried in buyer questions.
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hostedsupport
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:05 PM
Here’s a few tips and solutions to help you with buyer question overload.

We’ve talked with many eBay sellers who said, “If my buyers would just read the Description, I wouldn’t have to answer this question over and over again.”
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:05 PM
A proactive CRM system will help answer the repetitive buyer questions. Your Description may provide an answer, however it may be buried in the third paragraph. Put yourself in your buyer’s shoes. Would you really read five paragraphs of text unless you absolutely had to?
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:06 PM
One solution is to create an introduction sentence that lists the item’s most important features. For example, if you’re selling a living room lamp, the first sentence might be, “This navy blue lamp stands 24 inches tall, uses a three-way light bulb, and is only sold in sets of two.”
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:06 PM
This would avoid questions such as, “How tall is it?” Does it take a three-way bulb?” and “Can I buy just one lamp?”

The more detailed information you can include in this introduction sentence, the fewer buyer questions you’ll have to answer.
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:07 PM
You can also divide the description into labeled paragraphs, such as color, height, weight, etc. This will make it easy for buyers to navigate through the description and quickly find the information they want.
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:07 PM
When you write your Description, you should be direct and to the point. Our high school English teachers wanted us to be long-winded and flowery when we wrote. Don’t do this with your Description. Be succinct!
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Member Workshop: Improve Customer Relationships to Grow Your Business

Aug 14, 2007 1:07 PM
In our conversations with eBay sellers, we’re been told of many tips that have helped them increase listings and sales, and avoid repetitive Buyer questions.
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