It is 1 in the morning and you are doing some online shopping on eBay when, finally, you found the item you were looking for all along but wait, there are several different options of the same exact item (same item and same return policy). Are you going to go for the item priced at $4.99, although the seller has a 95% feedback score, or are you going to go for the item priced a bit higher at $9.45, with a seller feedback of 100% and a “top rated seller” badge next to it?
By the way, being a Top Rated Seller on eBay means being recognized and rewarded as sellers who consistently deliver outstanding customer service. In addition, they must be able to meet certain sales and tracking requirements.
If you are anything like me and most consumers through experience, you will go with the higher priced item with the seller feedback of 100% and a “top rated seller” badge next to it, even though the items are basically the same in every aspect.
Here are some reason why being a Top Rated Seller on eBay will enhance consumer relationships for your large or small business:
1) Transaction Defect Rate- The transaction defect rate is a system eBay utilizes to measure sellers on eBay and the percentage of total transactions that had any one of seven defects being low detailed rating from item as described, opened cased for items not as described, open return requests, low rating for shipping time, items not received, neutral or negative feedback, and transactions seller cancelled. The more this percentage increases, the less likely the chance you will become a Top Rated Seller and vice versa.
As you can see, when consumers are satisfied completely with their purchase they will leave high detailed ratings for the seller, which will maintain their score at a 0% defect level. similarly, other consumers will be able to view the sellers outstanding ratings which will bring in more business while still maintaining relationships with previous consumers and thus bringing in repeated business. Remember consumers are prone to building relationships with businesses that provide high quality service and products, that is part of their perceived value.
2) Tracking Uploaded Within Handling Time- What this does is that it makes sure that the seller is shipping out items within the specified time they assure the consumer their item will ship and arrive. The higher the percentage of tracking number being uploaded within time and validated by the carrier, the higher the rating will be for the seller.
Consumers now days are in a society where consumer culture demands that business cater to the consumer. Part of catering to the consumer would include being able to ship out items at a abnormally fast and competitive pace, especially now that the E-commerce business is booming and becoming more competitive. Being able to cater to consumers with such excellent service will definitely build consumer relationship and create repeated business.
3) Cases Closed Without Seller Resolution– This is required to maintain Top Rated Seller status because it demonstrates if the seller is being proactive at solving customer problems, it is part of providing excellent customer service.
When sellers have one or less cases closed without seller resolution it means they are providing excellent customer service resolution skills and customers are overall satisfied. When customers are satisfied it means that they are more prone to continue doing business with your business.
Hopefully this how-to build consumer relationships by being an eBay Top Rated Seller will assist your own business to grow an build consumer relationships.
The Consumer Biz World 