BUILD AD TEMPLATES:

Building templates need not involve any HTML at all.  When I discuss “templates” here, I do so meaning the construction of any type of file that contains all the information you use to sell a particular item or type of item.  The templates can be constructed in any format in which you duplicate all repeated information you will need in all ads (sourcing, return policy, ets.).  If you know HTML Language and can create the fancy ads, that is fine.  HTML is never necessary to gain the time saving advantage however -- you do that by just assuring that all the repetitive information is there in each ad.  Personally, I created my template as a straight word document.  Then I created a template for each type of item I sell, simply copying and pasting the basic information in, then adding an area to “fill in the measurement” blanks appropriate to each item.  Since I use Turbo Lister II, I store my templates in the Templates section and simply copy them over and fill them in for each item as I need them.

The example below would be to sell a blouse:

On offer is a beautiful long sleeved button front ladies blouse. Please see item details below:

Brand: Acme Designer Wear
Size: Misses 12 (12)
Fabric: 100% silk
Fabric Care: Dry Clean Only
Bust: XX inches (embroidered collar, no pockets)
Sleeve Length: XX inches (button cuffs)
Back Neck Length:  XX inches

Auction Sales Policies (Use a bulleted format and be sure to include the return policy)
Shipping Information:  i.e., general mean time to ship orders, shipping service(s) used, originating zip code, insurance required or not and any other information pertaining to shipment requirements and/or details.
Payment Details:  What types of payment do you accept (i.e. PayPal, Personal Checks, Credit Cards (other than through PayPal)).  Time limits for payments (Payment expected within XX days), etc.  Do you charge sales tax?  If so how much and what states are involved? Do you charge a separate handling fee?  If so how much is that?  Do you combine ship?  If so what do you charge for the first and each additional item?

Contact Information:  How do you want to be contacted in case there is a problem?
Privacy Policy:  Assurance that your customer list is not sold or given to third parties for any reason.

BUILD EMAIL COMMUNICATION TEMPLATES:

Over time, you will come to know that there are certain types of correspondence that you will use over and over.  One of the best examples I know is the email that you send to each customer letting them know that you have shipped their item.  This can be sent to an individual through eBay's “My Messages” or in the box provided by eBay straight to the customer email address, or through the customer link within the USPS PayPal shipping link.  The trick here is to make the message generic so you just change the date each shipping day, and then copy and paste it into each message as you ship.  Another smart trick is to use the excess space available in the message to let your customer know something about you and/or to discuss the benefits of shopping with you or simply to thank them and invite them back again.  A shipping email template would look something like this:
Thanks for finding my sales and your recent purchase.  Your item was shipped on October 12, 2008 via US Postal Service Priority Mail and should arrive in 2-3 days.  The USPS email generated with this message provides you with a tracking number you can use at USPS.com.  I hope you are delighted with your item and guarantee your satisfaction.  So, if there is any problem once you receive your item, please contact me at 12 Acme Plaza, Anywhere USA, telephone number XXX-XXX-XXXX or email me (add email address).  My feedback demonstrates my commitment to my customers.  I love hearing from you and work hard so you will want to come back again.  I leave feedback immediately following yours and thank you in advance.  Please visit MYSTORE again soon.  Sincerely, John Smith, Acme Plaza Sales.

Another handy communication to keep on hand is an apology template.  No matter how hard you try, there will always be an occasional customer who is not happy.  You may disagree completely with the customer’s opinions but the old saw “The Customer is ALWAYS right!” is both accurate and useful to remember.  It is well worth keeping in mind that negative feedback can slow sales and, if you get enough of it, kill a business.  So, arguing is pointless, making it right is the way to behave.  In fact, if the customer used PayPal or a credit card, you will be refunding them because the credit card and/or PayPal will make it happen.  So, it truly is in a seller’s best interest to do what it takes to make the customer happy.  If the customer is a problem, lying or a problem, block them and never deal with them again then move on.  I find that when I believe the customer’s demand was unrealistic, incorrect or completely out of line, I do what it takes to make them happy, apologize and move on, immediately blocking them from my sales forever after.  Dealing with rip off artists and malcontents is not something I ever do twice with the same person (another great time saver). An apology template might look something like this:

Hi!  I am so sorry to hear that you are disappointed with your purchase.  I realize opinions can be subjective and this is why I always offer to accept returns.  Please mail the item back to:

John Smith,
Acme Plaza Sales
Acme City, USA 12345

Your refund will arrive faster if you enclose a note with the purchase item number so I can quickly find it and issue the refund. Your refund will be made within 24 hours of receipt of the package.  I do hope that I will have to opportunity to serve you better in future.

BUILD INTERNATIONAL ADDRESS TEMPLATES:

Many people refuse to do international sales because they don’t want to spend the time filling out the customs forms.  You can make an address template and simply copy the foreign address (Highlight and click Control + C) and paste it (Paste text on the template with Control + P).  Create the template then you just cut, glue or tape onto the package and the customs slip, sign and go!  No struggling with foreign language formatted addresses and spellings.  One address is sized small, the second a standard address label size to be cut and pasted on the green customs form.  The Green Customs form format would look something like this:

John Smith,
Acme Plaza Sales
Acme City, USA 12345

Jane Doe
Anywhere Apartment 9
In the World XFL 95B

_____________________________________________________________________________
John Smith,
Acme Plaza Sales
Acme City, USA 12345

                               Jane Doe
                               Anywhere Apartment 9
                               in the World XFL 95B

Simply cut the labels apart and glue onto the package and green customs sheet respectively.

CUT DOWN ON QUESTIONS BY BEING DESCRIPTIVE:

When you are listing an item, include as much information as is sensible. Tell prospective buyers of manufacturer, style number or type, any markings, names, tags, etc. If relevant, include dimensions. If the photo doesn’t capture damage or anything that makes the item exceptional – describe it.  Use the 64 color Crayola crayon colors to give some idea of the color if you are not good naturally with color names. Include consruction material(s) and fabric care instructions, if relevant.

Make sure to also include what you don’t know.  If your item is made of silver plate, say so.  If you’re not sure whether the item is used or not, say so.  Be as truthful and forthcoming as possible. If you’re not an expert, admit that – let your buyer make the decision to buy or not based on as much salient information as possible.  It is surprising how many folks will email you with pieces or answers to the mystery if you admit you don't know in your ads.

If you forget to mention something in the listing and you receive a question about it, answer the question and allow it to be posted as an amendment to the ad. That is accomplished on your response form. There is an option below the text window that, when you click it, it will both send the response to the customer and post your response in the ad. This cuts way down on fielding the same question over and over.

If you are better at bullet points than long descriptive narratives, by all means write it in the way that best suits your personal style.  As long as the information is there, you will find people interested in the item. 

CUT DOWN ON QUESTIONS BY HAVING FREQUENTLY ASKED QUESTIONS:

Ebay allows you to set up a file with Frequently Asked Questions (FAQs).  When a customer clicks on the tab to ask a question, they are made available.  Often, the customer can quickly scan through your FAQs and find an answer without having to ask in an email and wait for your response (which may not arrive before the end of the auction.  The higher the volume of emails for you as a seller, the more you will need this convenience. You may have up to 15 FAQs posted.   

SAVE TIME ON SHIPPING AND HANDLING

There have been several comprehensive workshops on eBay that discuss shipping at length, so I won’t repeat that information here.  I will tell you that you should pick an automated system and use it.  You usually save money (as with US Postal Service’s free tracking when you use “Click and Ship.”)  Some systems (like US Postal Service) come with free shipping supplies for items that ship Priority Mail.  USPS is the system I use and am most familiar with.  I have had occasion to ship UPS a few times but always come back to USPS.  Below are a list of my favorite time and money saving advantages derived from shipping with USPS (some may also be true of other shipping systems.  So, do your research).

-  Free shipping materials (various sized boxes, TVEK envelopes, tape, labels customs slips, etc.) provided for Priority Mail.  I buy the plain manila envelopes in the dollar store or Staples (with a coupon) for my first class items.  Always remember that anything 13 ounces or less can go first class which saves you no time but it does save LOTS of money over time!

-  Keep a supply of boxes and envelopes on hand at all times – it speeds up your ability to ship in a timely manner -- and time is $$$.

-  Use USPS shipping through PayPal, print your labels on standard 8.5” by 11” paper and glue them onto the packages – you can get school glue in the Dollar store - 2 bottles for $1.  Pre-pasted labels are very expensive and every penny counts toward the bottom line.

-  If you work in an office with an Information Technology department (or have a nearby consumer electronics store) – stop by once in awhile to pick up packing peanuts and/or air-packs that they will be discarding.  These commodities are free, they are the best way to ship fragile items safely and it is ALWAYS good to recycle!

A FEW MORE TIME SAVING TIPS:

-  Have a shipping station.  It makes your packing and shipping go faster when everything you need is in one place when you have finished collecting your items to ship.  My favorite is one of the long vinyl topped fold leg tables (I got mine at COSTCO for $57) placed in the basement with all my supplies on an old book case next to it.  Another approach is to buy a couple sets of those inexpensive plastic drawer systems available in stores like Target or Big Lots and put a piece of board overthem (plastic covered plywood works well) to create a work station, storing your supplies in the drawers.

-  If you have the space create a photo studio near your packing station with good lighting and a manniquin.

-  Use the Big Blue IKEA recycled carry bags to collect your items for packing and to take your shipping to the post office (59 cents each at and IKEA store or purchase them via catalogue order on the web).  They are made of recycled plastic (great for the environment), they are inexpensive, remarkable versatile and robust, have an amazing capacity, are light, store easily, and you can transport a lot of items and packages in them!

Happy Ebaying!  Please stop by my store (The Write Place) for bargains for which YOU name the price you pay every day on every item and my auctions (Pepper120851) for great deals you can count on!

Happy eBaying!

Pepper 120851