If you are selling items on any reselling platforms, then you know that customer questions come with the territory. There are some steps that you can proactively take to mitigate some of the questions that customers might ask but most of the time, you have to be ready for anything that a customer may ask you. Some of these questions will be valid questions while others may come across as an annoyance or frustration to sellers. Today, I wanted to share with you how I handle various customer questions on my various reselling platforms.
Some of my most frequently asked questions from customers across various reselling platforms:
Question: “What’s your lowest?”
Incorrect Answer: “What’s the most that you are willing to pay me?“
Correct Answer: “I appreciate your interest in this item! Let me send you my best offer!“
Question: “Is this still available?”
Incorrect Answer: “No, I just have it listed for fun.“
Correct Answer: “Yes, it is still available. Please let me know if you have any questions.”
Question: “How about $5 (on a $100 item)?”
Incorrect Answer: “Are you out of your mind!!!“
Correct Answer: “That is a little too low for me to accept but I am open to reasonable offers.”
Question: “I saw it cheaper elsewhere.”
Incorrect Answer: “Then go buy it there.“
Correct Answer: “That’s great ! If you change your mind, this one is still available.”
Question: “Can you hold this for me?”
Incorrect Answer: “Sure, let me put my entire business on hold for the slim chance that you actually buy this item on the hold date.“
Correct Answer: “Unfortunately, I am unable to hold items. Once you are ready to purchase, be sure to check back to see if the item is still available.”
Question: “Why is this so expensive?”
Incorrect Answer: “Because I enjoy paying my bills.“
Correct Answer: “This is item is priced as such due to its’ condition and demand. I am always open to reasonable offers and I would be more than happy to work with you on the price.”
Question: “Why aren’t you offering me a shipping discount?”
Incorrect Answer: “Because it’s my business and I can do what I want to.“
Correct Answer: “I am always open to reasonable offers on my items. If you are looking to save on shipping, I would be more than happy to work out a deal with you accordingly.”
Question: “Can you take more photos of the item?”
Incorrect Answer: “I already took 10 photos of the item from every possible angle. What more could you want to see???“
Correct Answer: “The listing has many photos of the item from various angles. Is there a specific detail or angle that you are looking for?”
Question: “I am 5″4′ and weigh 120 pounds. Do you think that this will fit me?”
Incorrect Answer: “Umm, I don’t know!“
Correct Answer: “The item’s measurements are provided in the listing. Please feel free to compare those measurements against your own. Let me know if you have any additional questions!”
Question: “Can you model this? I want to get an idea of how it will look on me.”
Incorrect Answer: “There is no way I am going to try to squeeze into that”
Correct Answer: “Unfortunately, this item no longer fits me but I have provided a stock photo and measurements in the listing. Let me know if you have any additional questions!”
Question: “What would you say is the true color of the item? It is kind of hard to tell in the photos.”
Incorrect Answer: “Why? Just why?“
Correct Answer: “The stock photo (if there is one) shows the true color of the item. Photo #(insert photo number here) probably shows the true color of the item the best. Let me know if you have any additional questions!“
I hope that you find this post helpful! If you have any questions or just want to chat, please reach out!
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