Competition in the reseller world is fierce, and it’s harder than ever to break through the noise, get a buyer’s attention and keep them coming back for more. One major issue: great deals are table stakes. Your competitors are also purchasing wholesale lots and offering them at great prices. To really stand out from the crowd, resellers must go above and beyond discounts to differentiate themselves, and provide an amazing customer experience.
To do so, focus on building trust and credibility, diligently listening to customer wants and needs, and create an experience that caters to those preferences.
Below are five tips to help you create a better customer experience, improve your relationship with buyers, and most importantly, keep them coming back for more.
- Be Transparent
As a reseller on marketplaces like eBay and Amazon, you don’t have the luxury of being able to interact with potential customers face-to-face. A profile page, or “store,” is the only brand presence you have. Make it count. Over-communicate your value proposition to potential buyers and provide as much information as you can about yourself, and your policies related to shipping and returns. More importantly, describe each unique product from your wholesale lots in detail—from specs and features, to an in-depth description of the product’s condition. Use approximately 200 words per description and include keywords (three to five words people are likely to type into a search engine when looking for your product). Customers who are buying items from resellers may naturally be skeptical about the quality of the products. An honest description with accurate details can make a passive shopper convert to a loyal customer.
- Be Available
While it’s best to anticipate a buyer’s questions and provide the answers within your reseller profile and product description beforehand, questions from customers will inevitably come up. Don’t rely on a web contact form as the only means of communication. Create an email address or comment thread where buyers can ask questions and share feedback. Monitor these channels frequently. Being available to answer questions and guide buyers through the purchase process is a great way to build a relationship with the customer, which ultimately leads to more trust and loyalty.
- Be Where Your Customers Are
Your customers won’t always find you organically. Sometimes, it’s up to you to go out and find new communities of buyers to tap into. Check out user groups on social networks like Facebook and Twitter, and comment threads on sites that review products similar to those you’re selling. Diving into these conversations with valuable information will help you get your name out there with potential buyers, and drive them back to your own reseller platform. You can even share special coupon codes with social users to encourage them to check out your site, or create polls to gather valuable information about what products your target audience is most interested in buying.
- Listen to Customer Feedback
Just as it’s important to talk to customers on forums and social networks, it’s equally important to listen. Ask for feedback directly, and also provide anonymous opportunities for customers to give feedback about your products and their buying experience. Displaying positive feedback is a great tool to build your credibility for other potential buyers. You can also gather important insights about customer preferences. For example, do your customers prefer email communications over phone calls? If you have gathered feedback that your customer prefer phone calls, invest the time in learning proper phone tone and etiquette, and teach your staff, too.
- Be Adaptable
The feedback you gather won’t always be positive, and that’s okay. Listening to real customer concerns and experiences can help you fine tune your selling process, and improve the experience for the next batch of buyers. Change is necessary and important. Your customer base is constantly growing and evolving, so your business practices must follow suit. Be flexible and know that investing in implementing the best customer experience will bring buyers back again and again.
Being a great reseller is about more than just providing good deals. Think of yourself as a brand, and focus on creating a great customer experience and building trust, credibility and loyalty. Nailing this holistic approach to running a great business will differentiate you from the competition and turn you into a reseller that customers truly love.