I have found the following useful to encourage repeat customers.
- Always answer questions promptly and clearly.
- Always be polite, even when the person enquiring is rude or sarcastic, or keeps asking more questions.
- Always describe your item accurately including any defects, in case your pictures do not show the item clearly enough.
- Always pack extremely well - I sell mostly crystal and other glassware - and make sure the item is padded well with bubble wrap and placed in the centre of a strong cardboard box surrounded by extra padding (I find scrunched up newspaper best for this). Your customer may think your postage price is a little higher than others but will appreciate the reason for this when he/she sees how much trouble you have gone to, to ensure safe delivery.
- Check every address given on the Royal Mail website. This only takes a few seconds and saves you bringing your parcels back from the Post Office as the address doesn't match their website. You may need to add a line to the address or simply query it with the buyer, explaining that it is not accurately copied from the Royal Mail website. The customer will either give you another address or add detail to the original, but in either case, they will appreciate that you have taken the time and trouble to check.
- List your item at a reasonable price and reasonable postage, as a low start price and high postage would certainly put me off. Leaflets are freely available from the Post Office, giving weight and prices and very often sellers show postage that would be heavier than 20kg, whilst listing price is only 99p!
- If buyers have a problem, encourage them to correspond with you to sort it out, rather than immediately giving negative feedback.
Enjoy selling and buying on Ebay.