Secrets of the eBay

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CHAPTER 8: Provide Instant and Personalized Service 171 FIGURE 8-6 Make your descriptions sell your item and tell shoppers why they will enjoy it. “I Want Buyers to Know My Name and Phone Number” Marjie, like many other full-time eBay businesspeople, includes a tollfree phone number that customers can call if they feel more comfortable hearing a human being’s voice over the phone rather than sending payment electronically with the push of a mouse button. “I don’t get a lot of calls on the toll-free number,” Marjie says. “I have had maybe a dozen phone calls in the seven years I’ve been doing this. Every call has culminated in a sale. People derive a great deal of comfort
172 Secrets of the eBay Millionaires just knowing the number is there. If there are any problems, they can call me. That makes it easier for them to make a purchase through my store.” “Don’t Forget Where You Came From” When prospective bidders e-mail you, it can sometimes be difficult to be patient with them. When you’re tired and stressed out from packing or uploading photos and you’ve been through a dozen e-mail questions already, your impulse might be to react with something negative: “Can’t that person read my description? Can’t he just figure it out?” Resist the temptation to get impatient and remember that the customer is your king or queen, Marjie advises. Also remember that even if someone has zero feedback, that’s not a reason to distrust them or discourage them from making a purchase. “Never forget that you were once a buyer, and you were once a zero feedback seller,” she says. “Don’t forget where you came from. A lot of big sellers forget their roots. They forget that they were once new users, too. You read the discussion boards and see comments like ‘I have an idiot customer.’ A customer is never an idiot; in fact, that person is someone who is trusting you with their money. I try to be real friendly to people, I try to give good value, and I try to take care to answer questions fully.” “Keep the Stress Away from Your Family” It can be difficult to separate your family life from your eBay sales activities—especially if your family members help with the packing and other steps involved. But Marjie advises the members of the DOUA who are learning to sell to make time for their family. “I compete with a lot of other sellers in my product category, but people can’t really compete with me because I am always there. I literally sit at my computer from 8 in the morning until 8 at night. I take coffee and cigarette breaks, and I might have an appointment. But I’m pretty much here all the time. That’s part of the joy of working for yourself.” She’s been careful to separate the eBay part of her house from the rest of the household. “I have a 26 by 26-foot office, with 42 linear feet of shelving, and three storage sheds. That’s just my office. I have a shipping station, a picture-taking station. None of my eBay spills over to the ‘house’ part of the house. “In the evenings when my auctions close, my husband and son pile the things that have sold on the floor around me. The next afternoon I do all the packing and shipping. If you pay me by 3 p.m. in the afternoon, the order goes out the same day. I ship 6 days a week. I just have to get my packages ready. My post office has been picking up for me since the day I started
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Secrets of the eBay ® Millionaires
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To the many eBay members who have h
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For more information about this tit
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Contents vii CHAPTER 5 Identify Sou
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Contents ix “Having a Good Reputa
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Acknowledgments The very existence
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Introduction xiii Chapter 3, “Con
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Chapter 1 From Penniless to PowerSe
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CHAPTER 1: From Penniless to PowerS
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Chapter 2 Establishing Your Identit
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CHAPTER 2: Establishing Your Identi
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Chapter 3 Connect with Your Custome
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“If You’re Going to Sell for a
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CHAPTER 3: Connect with Your Custom
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● Each of the items sold on the s
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Ready Medical frequently mentions i
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Chapter 4 Think and Act Like a Busi
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CHAPTER 4: Think and Act Like a Bus
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Chapter 5 Identify Sources of Merch
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put on eBay.” The difference betw
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CHAPTER 5: Identify Sources of Merc
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“People Call Me to Say, ‘Are Yo
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een taken professionally come from
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had to adapt quickly themselves. In
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Chapter 6 Reach the Widest Possible
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CHAPTER 6: Reach the Widest Possibl
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Page 170 and 171: Lessons Learned in This Chapter ●
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Page 216 and 217: ● Gives them new reasons to visit
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Business name Jake’s Dog House Se
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company’s Marketplace Manager pac
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● Extensive customer service info
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“There really aren’t that many
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● Don’t purchase merchandise fr
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Appendix A Web Resources for PowerS
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Appendix A: Web Resources for Power
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There are no images, very little sp
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Appendix B Becoming an eBay Million
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Appendix B: Becoming an eBay Millio
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A About Me pages, 36, 37, 38, 79, 2
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customers abusive, 148-153 acquirin
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iSold It, 142 ISPs (Internet Servic
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information on, 232 motivation, 3,
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shoe business, 134-140 Shoetime, 13
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Secrets of the eBay

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