E-Mails Throughout the Transaction
Most of your transactions will happen with just a minimum of e-mails passed between you and the buyer. PowerSellers couldn’t possibly process the volume of orders they do if each transaction required multiple e-mails. Some of these e-mail transactions can be automated, and that’s a great time saver, as long as you don’t allow your e-mails to seem too processed. “We send three end-of-auction e-mails, one payment-received e-mail, and one item-shipped e-mail.” Certainly with more than 30,000 feedbacks, this PowerSeller has found a reliable method for automating these e-mails, but her customers still feel they are being tended through each step of the process.
You may find that you are able to combine some of these e-mails to cut down on your e-mail effort, but you still want to be certain that your customers feel you are taking good care of them through every step of the sale. We’ll look at e-mails for each part of the transaction, so that you can see how PowerSellers keep their customers informed and interested. Remember that with each e-mail you send, your customer learns a little bit more about you. It doesn’t take more time to be friendly and helpful, and your efforts are sure to pay off when your customer feels that shopping with you has been a pleasure. The first e-mail you receive is likely to come before your item is sold.
When a customer requests more information about your item, be friendly in your responses, but keep it professional. Answer the question directly, and then go on to add a bit about the product and how the person might use it, if appropriate. Use this e-mail as bait to make the person want the product just a little bit more than he did before he asked the question. You want him to actually see himself using your product and enjoying it. That’s really not a difficult thing to do, especially since you’re selling items you know about.
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