We are not suggesting that you learn how to read your customer’s mind, nor employ a full-time crystal ball reader. What we mean by this post’s title is that you need to anticipate questions your customer is going to ask. The only way you are going to be able to do this is through experience.
When we first started selling on eBay, we had no idea what kind of questions we were going to be asked. We soon started to get a feel for what to expect. After our first $1000+ day where we were swamped with the same questions over and over again, we decided it was time to answer our customer’s question before it got asked.
eBay has a very handy feature in your eBay Store for Frequently Asked Questions (FAQs). There is a custom page you can create specifically for the FAQs, and there is space for 15 of the most Frequently Asked Questions your customers may ask. The questions will also display anytime a customer goes to the Ask Seller a Question email page. Hopefully, your customer will see this FAQ section when they are starting to email you their question through eBay and see that you have already addressed their question.
The whole idea is to answer the customer’s question before they go through the trouble of typing it out and sending it to you. We have found that having the FAQ page, and thus having these questions show up on the Ask Seller a Question page, has resulted in a decrease in the volume of questions we are asked. Your FAQs will not answer every question a potential buyer has, especially if they do not bother to read your FAQs, but it definitely helps cut down on the repetitive questions.
We have also gone to the extent of duplicating the Frequently Asked Questions on our About Me page. This is just one more place that a customer might go to find that we have already addressed their question.
You may be surprised to find that a lot of potential customers will ask you a question to see how, and when, you respond. Consider this to be a test; one that you will want to pass with flying colors. If you take too long, they may move on to the next seller. Do not let this happen by delaying your response to their question. Time can be of the essence when it comes to nabbing that prospective customer.
By creating an FAQ page in your eBay Store (and by default on the Ask Seller a Question email page), as well as on your About Me page, you are taking a big step in reducing the number of repeat questions. Anything you can do to reduce your workload is going to pay off for you in the long run.