Building an Online Retail Business

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To build a successful online retail business you need to follow some basic, but often overlooked rules. Learn from a company with an outstanding reputation for customer service and 13 years of experience, Ruby Lane. www.rubylane.com

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Building an Online Retail Business

  1. 1. EXCELLENT
  2. 2. EXCELLENTCUSTOMER
  3. 3. EXCELLENTCUSTOMERSERVICE
  4. 4. Alwaysgivecustomersthe sametopnotchtreatmentyou like toreceive.
  5. 5. Be Sure To Use TheMagic Words
  6. 6. THANK YOU.
  7. 7. WE APPRECIATEYOUR BUSINESS.
  8. 8. THANK YOU FORYOUR INQUIRY.
  9. 9. is of theessence.
  10. 10. Always inform your customers if you are away and unable to answer inquiries.Tell them when you will be available.
  11. 11. Follow Up With Customers
  12. 12. STAY IN TOUCHTHROUGHOUT THEPURCHASE PROCESS
  13. 13. Acknowledge purchase and payment.
  14. 14. KEEP ALL SHIPPING DOCUMENTATION
  15. 15.  Give customers the benefit of the doubt. Contact the buyer who may have had an unexpected circumstance.
  16. 16. Complaints
  17. 17. Complain Don’tto friends return Unhappy CustomersDiscourage Blog about other a badcustomers experience
  18. 18. PUT YOURSELF IN THEIR SHOES
  19. 19. Compromise of 1877
  20. 20. RETURN POLICY YOURStated beforepurchaseEasy to understandGive step by stepinstructions
  21. 21. ACCEPT RETURNS WITH GRACE Be Pleasant and Courteous • Make the customer feel appreciated • Express regret if the item is not what they expected
  22. 22. WHILE THE CUSTOMER IS NOT ALWAYS RIGHT,OFFERING OPTIONS IS OFTEN WELL RECEIVED.
  23. 23. Honesty Is Alwaysthe Best Policy
  24. 24. Lost item? COMMUNICATE WITH CUSTOMERS
  25. 25. Broken item? COMMUNICATE WITH CUSTOMERS
  26. 26. COMMUNICATEWITH YOUR CUSTOMERS Keep records of all correspondence, including email
  27. 27. USE COMMON SENSE Call if necessary. A long distance phone call is one of the Costs of Doing Business.
  28. 28. Shop or Sell With Us Antiques & Art Vintage Collectibles Jewelrywww.rubylane.com

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