Seller feedback is one of the main ways a merchant can boost their reputation as a strong seller, as well as letting other potential buyers that this page is the right page to shop from. Buying a product online still isn’t the same as being able to physically see it in a brick-and-mortar store, as shoppers have to go out on a bit of a limb. They can pick up your product and see how it feels in their hands, and they can’t walk down the street to return it if anything goes wrong. Keeping that in mind, RepricerExpress shows you what it takes to get great seller feedback — and why you need to make it a priority.
1. Sort the Comments into Yours and Fulfilment by Amazon’s
You may think that all seller feedback comments are grouped equally, but that’s not the case if you’re using Fulfilment by Amazon (FBA). This is when it becomes a bit of a case of you versus them, as you may have done your part but once the product’s out of your hands, it’s up to Amazon to fulfil their end of the bargain.
Unfortunately, they don’t always hold up strongly, and mistakes do happen where the shipping may be delayed. If this happens, Amazon gives you the option of striking through that negative feedback, so it doesn’t adversely affect you. It kind of also goes without saying that if this is a regular occurrence, you should probably be bringing it to Amazon’s attention.
2. Just Do It and Ask
If you’re wondering how your competitors have amassed so much Amazon seller feedback on their pages, you’re in luck. There’s no great mystery behind it, just a desire to keep doing what it takes to get to the next level.
We’re still overcomplicating what’s a really simple matter, and it just comes down to one word:
Ask.
That’s sometimes all you really have to do. A lot of times, your buyers have no idea just how important Amazon seller feedback is to you and won’t bother with leaving a review once they’ve received their product.
So, it’s on you, the Amazon seller, to solicit it. Use an Amazon feedback tool that’ll send your buyers a link to where they can leave feedback and watch how it accumulates.
3. Turn That Frown Upside Down
One of the biggest challenges in life for all of us, not just Amazon sellers, is how we deal with adversity. Lousy things happen to all of us, but it’s the attitude we view it with and how we choose to handle those moments that really define us.
It’s an inevitability that you’re going to get negative feedback over the course of your Amazon career, but it doesn’t have to be an inevitability that it destroys you. Instead, look at negative feedback as a way to identify holes and flaws in your business plan. You can also use it as a way to communicate with your buyers, asking what would have made their experience better. You may not be able to go back in time and change that feedback, but you can impress upon your buyers that you’re serious about doing things as best as possible.
4. Know Exactly What the Feedback Means
In the first point, we talked about how there’s a difference between feedback meant for you and that for FBA. There’s also another way you can subdivide your feedback: product reviews and seller feedback.
It’s important to distinguish between the two so you can understand if it’s something you have to fix, or if it’s something that’s wrong with your products. If it’s the former, then we’ll have blog posts about that but if it’s the latter, then it may be time to evaluate the merchandise you’re carrying. If buyers keep telling you there’s something wrong or defective with what you’re selling, you’re going to get a reputation as a merchant who carries shoddy items.
5. Last But Not Least, It’s Customer Service Above All Else
Here’s a bit of a trick question: at what point is customer service most important — while you’re dealing with the customer, or after you’ve sold them the product?
The answer is neither, and instead “before you have a buyer”. Shoppers will never take a chance on you if they get even one whiff that you’re an unscrupulous seller, as they need to have utmost trust and confidence that you’ll steer them right.
This is why it’s so important to do things like describe your product as it actually is (e.g. if you’re listing it as new, then it should have no marks or flaws on it) so your buyers have the most accurate idea possible of what they’re looking at. If you’re at all unsure, it’s a much safer bet to knock the price down a bit and describe some of its “lightly used” physical aspects, but you should never go the other way.
And always use pictures. You’d be incredibly hard-pressed to find a buyer who’d say yes to your item without actually seeing it, and it’s just a plain good way to show them exactly what your product looks like.
Final Thoughts
If you’re looking to boost your feedback score on Amazon, then FeedbackExpress is just the tool for you. Our sister company’s software will help you craft consistent and professional-looking messages that can help raise neutral reviews into positive ones. Check us out today and get started on your 30-day free trial. Plus, if you’re a RepricerExpress customer, you’ll get an on-going 10% discount on all plans.
