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Handling the sale and beyond

By Bobby Buys

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Published: 03Apr2009
Word count: 633
Viewed: 267 time(s)

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Selling on an auction website and marketplace is a perfect way to earn some additional cash, or even a steady stream of income. Though the process of registering and selling on consumer-to-consumer trading websites is relatively easy and straightforward, there are steps that you should follow after uploading your item in order to ensure a satisfactory sales process.

1. Answer the questions: Monitor your listing and your in-box. Answer all the questions the potential customers may ask you. Prompt, honest and direct responses to questions will not only increase your chances of selling an item, but they will also go a long way towards establishing your credibility as a seller.

2. Use the answers feature to your advantage: Every question indicates interest in your product. Whenever possible, consider throwing some direct selling incentives into your response. For example: if the customer is a first-time buyer, offer him a surprise special; if he is looking to buy a gift, offer to gift-wrap the item; if he is inquiring about an add-on, create a special product bundle on the spot. It is the little things that make the difference, and you have the capacity to make a difference with each and every customer.

3. Communicate: Once your item is sold, you will receive an automated email with the buyer's name and contact details. The buyer will receive a similar message containing your name and contact details. Email the buyer as soon as you can. Thank him for buying your item and reiterate your payment and shipping terms.

4. Wait for the payment: Never send goods before the money is safely in your account. However, as soon as the payment is made and is cleared by your bank, acknowledge the receipt of the payment and let the buyer know when you will dispatch the item.

5. Thank you note: Include a short note with your logo to thank the buyer for his or her purchase. This is not only good manners, but it goes a long way to ensuring repeat purchases.

6. 'Other things I sell' reminder: Make it easy for the buyer to come to you again by including a page with a description of some other products you sell in the parcel.

7. Ship the item: Send the parcel as soon as you can and send another email to the buyer to tell him that the purchased item is on the way. Let him know when he can expect to receive it. If you sent the item by courier, mention the courier's name and include the tracking number or the waybill number.

8. Offer future services: In the same message, ask the buyer for the permission to send him emails outlining your future specials. If he decline, respect his wishes. Sending unsolicited emails will backfire and tarnish your reputation.

9. Rate the buyer: Most consumer-to-consumer online trading platforms have rating system. After the completion of the sale, be sure to leave positive feedback for the buyer if you are satisfied with the transaction. Ask him to do the same for you.

10. Warranties and guarantees: Be as good as your word. If you promised warranties and guarantees in your terms, you will need to live up to your promise. If you did not, refer the complaining customer back to the listing. Be polite, but firm

Service after the sale is twice as important as the service you provide before and during the selling process. First impressions go a long way, but keeping in contact with your customers and handling their orders professionally is truly where the good sellers stand out.

Post-sale activities are therefore probably the most important part of the transaction. It is during this time that most problems occur between buyers and sellers. Ensuring solid, timely communication with your buyers is the best way to minimise these kinds of issues.

bidorbuy.co.za is South Africa's largest online marketplace. Buyers and sellers come to bidorbuy to buy and sell virtually anything in auction format or at fixed prices. Contact details: bidorbuy Marketing Department; email promotion@bidorbuy.co.za, web site www.bidorbuy.co.za

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