The first part of this webinar Amazon expert Peter Kearns analyzes the best practices for Amazon sellers so that they can maintain a healthy Amazon account.

1. Amazon Suspension Prevention
Part 1/2
Best Practices Every Seller Must Follow

2. Xsellco helps you manage sales, support and
feedback, so you can focus on growing your
business.
❏ Xsellco Helpdesk
❏ Xsellco Repricer
❏ Xsellco Feedback
Aideen Kerr
eCommerce Specialist, Xsellco
Xsellco.com
aideen.kerr@xsellco.com

3. Peter Kearns
Owner, PK Consulting
PeterKearns.com
pk@peterkearns.com
❏ Account Suspensions
❏ ASIN Suspensions
❏ Suspension Prevention Audits
❏ Seller Performance Escalations
❏ Seller Support Escalations
❏ New Product Launches
❏ Brand Strategy
❏ Account Strategy & Optimization
❏ Sales & Account Audits
❏ ASIN Strategy

4. ✓ Baby, Beauty, Grocery, HPC and PCA
✓ 3.5+ Years
✓ $500M+ in GMS
✓ 6 “Jeff B” escalation
✓ 1,500+ sellers
Amazon MBA
✓ Earned “Amazon MBA”

5. Leadership Principles
“Our Leadership Principles aren’t just a pretty inspirational wall hanging.
These Principles work hard, just like we do. Amazonians use them, every
day, whether they’re discussing ideas for new projects, deciding on the
best solution for a customer’s problem, or interviewing a candidate.”

6. It’s Not A Mission Statement
✓ Customer Obsession
✓ Invent & Simplify
✓ Are Right, A Lot
✓ Hire and Develop the best
✓ Insist on the Highest
Standards
✓ Think Big
✓ Bias for Action
✓ Frugality
✓ Learn and Be Curious
✓ Earn Trust
✓ Dive Deep
✓ Have Backbone,
Disagree and Commit
✓ Deliver Results
✓ Ownership

7. Why Should You Care?
• In the eyes of the customer, it’s just Amazon.
• In the eyes of Amazon, the LP are everything and if you
don’t follow and adopt you will lose your selling
privileges.

8. Where Do You Start?
✓ Customer Obsession
✓ Insist on the Highest Standards
✓ Dive Deep
✓ Ownership

9. Customer Obsession
“Leaders start with the customer and work
backwards. They work vigorously to earn and keep
customer trust. Although leaders pay attention to
competitors, they obsess over customers.”

10. Customer Obsession In Action
✓ Provide Great Service
✓ Issue a refund and/or replacement product without delay
✓ Apologize to the customer even when they’re wrong
✓ Treat Amazon as your customer

11. Customer Obsession
✓ 300MM paid customer accounts world wide
✓ Estimated 65MM U.S. Prime Members
Amazon doubled down on the customer experience and
it worked!
✓ Most trusted brand in America (Forbes)

12. Customer Obsession
Everything Amazon does is to protect or improve the customer
experience!
✓ They work from the customer backwards
✓ They’re always asking: “is this a good customer
experience?”
✓ They take ownership of their mistakes

13. Ownership
“Leaders are owners. They think long term and don’t
sacrifice long-term value for short-term results. They
act on behalf of the entire company, beyond just
their own team. They never say “that’s not my job."

14. Ownership In Action
✓ Don’t take short cuts
✓ Own and learn from your mistakes
✓ Empower your team
✓ Everyone in your company needs to think like an owner. They
need to be asking “what would (insert name here) do”?

15. Ownership In Action
Create an Andon Cord
✓ Immediately stops problem
from going downstream
✓ ASINS suspensions
✓ Account suspension

16. Insist On The Highest Standards
“Leaders have relentlessly high standards - many people
may think these standards are unreasonably high.
Leaders are continually raising the bar and driving their
teams to deliver high quality products, services and
processes. Leaders ensure that defects do not get sent
down the line and that problems are fixed so they stay
fixed.”

17. Insist On The Highest Standards

18. Insist On The Highest
Standards

19. Deep Dive
“Leaders operate at all levels, stay connected to the
details, audit frequently, and are skeptical when
metrics and anecdote differ. No task is beneath them.”

20. Deep Dive In Action
✓ Know your business - conduct a Deep Dive into all your ASINs!
Know the traffic, conversion, BB share and have a plan. Review it
weekly.
✓ Know your catalog – audit your listings
✓ Product Sourcing

21. Deep Dive In Action
✓ Answer the 5 Whys
✓ Identify the root cause of the
problem

22. Why The LP’S Matter
✓ Play by Amazon’s rules or you’ll lose
account
✓ Opens doors to new opportunities
✓ Account health stays GREEN
✓ Improve communication with Amazon

23. Questions?

24. Thank You!
Xsellco.com
support@xsellco.com