Successfully answering potential customers’ questions can be one of the most effective business tools available to you in eBay. While we recognize our listing must be clearly written, accurately describing the item for sale and providing visual “proof” of the item and its condition, there is a tendency to overlook the value of the “ask seller a question” feature provided by eBay.

Many sellers, tired of answering repeatedly asked questions, actually provide a “Frequently Asked Questions” or “FAQ” section as part of their standard listing.  While this can help answer those who are interested but who have waited until the last minute to ask their question, I think it robs the seller of a great opportunity to actually interact with the potential customer.

Many customers ask questions of the seller on an item they really have no interest in buying, just to gauge the response from the seller.  They use this as one factor in their “research” to ensure they are entering into a transaction with the highest potential for a successful outcome.  For that reason, I use this rule when answering any question I receive from another eBay member regarding an item I have listed for sale, or regarding my store policies, etc.

Judy's Rule:

Answer each question in exactly the manner I would want to be answered had I posed the question. 

I never respond in a rude tone or in a fashion that leaves my potential customer believing I don’t care enough about the sale to take time in my response.  And I never, under any circumstances, insinuate they should have read the listing, because the answers are there!

Examples:

Below are examples of questions and "good" and "not-so-good" answers.

General question about a skirt I have for sale in my store. Buy It Now price with free shipping:

Q: hi!! i really like the stuff.can u give me some discount on this.i am a student.so just asking.if u can then plz let me know.i will definitely buy.
thanks

Good Answer: Thanks for your inquiry. I have added the 'best offer' option on this skirt. Please note that since it is a free ship item, I cannot go too much lower than the asking price. Thanks again for your interest. – Judy

Not so good answer: I cannot go much lower on the skirt. If you are a student and can’t afford it, please look at other, lower priced skirts in my store.

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Question regarding a suit for sale in which the listing contains both the note that there is no fabric content label and the shipping calculator to allow the customer to determine the shipping and handling charged.

Q: Knowing mens' suits: what do you think the fabric is? Wool? Or polyester?

I really would like to purchase this for my husband!! I live in New Britain, CT. S/H fee the same?

Good Answer: It's a wool blend, but there is no fabric label. I know it is not 100% wool, because it would have the symbol for that somewhere in the suit. It is a really nice suit. Shipping and handling should be correct using the shipping calculator. 3-4 lbs either PP or Priority (or UPS) plus $1.00 handling fee. Thanks for your inquiry. – Judy

Not so good answer: As stated in my listing, I do not know the fabric content. I’m guessing it is not 100% wool, because there is no label with the wool symbol. I think it is a wool blend. Use the shipping calculator to figure the cost of shipping.

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Question about shipping to the Netherlands, again, for a listing in which the shipping calculator is provided for this purpose.

Q: Hai Judy, How much for shipping for the pants to the Netherlands. I am not in a hurry so no speedy job.

Good Answer: Hi, thanks for your interest. The least expensive shipping method would be Economy (Surface) Letter Post and would run $13.50 USD including the handling fee. Airmail Letter Post would run $26.00 USD and Global Priority Mail - Variable Weight (Single) would run $29.00 USD. The combined weight is between 3 and 4 lbs. Thanks again for your interest. -- Judy

Not so good answer:  Please use the shipping calculator to determine shipping costs. Thanks!

As I hope you can see, my tone in the good answers is personable, unhurried, and makes no indication that they should have taken more time to read my listing. 

Conclusion:

In each case, these questions and my responses to the questions resulted in the member either using the Buy It Now option, or making a bid.

Such simple tools to help grow your business should never be overlooked. Take as much care with your answers as you do with you selection of items to list and your listing, and you will grow a nice customer base.  Even if your answer ensures the member that the item in question is NOT what they are looking for, if you have taken the time to answer their first question in a professional manner they will be more likely to buy from you in the future.

Finally, I like to thank every person who takes the time to ask a question. I thank them for their interest and answer them with care and honesty.  I suspect you will find doing the same will be very rewarding.

I thank YOU for taking the time to read my guide. I hope you found it useful.