How to answer buyer's questions

[e2cosmetic]

I am asking my fellow ebay sellers how to answer a question politely when that question is ridiculous.  Such as if the item is new when the ad says, "new."

[pvcliff]

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wrote:

I just started selling again last year around March.  When I sold previously I never had these ridiculous questions from buyers. 

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Did you always sell cosmetics? It could be someone just searched Mary Kay lipstick, and hundreds of items came up, rather than being in your store where they could see all your new makeup products.  Without being where they can see your whole line they could be concerned they are getting a reject where someone tried it once, decided it didn't work for them, and is now selling it on eBay and fudging the truth calling it "new". 

[lex-talon]

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wrote:

What about blocking these people?  Don't questions mean potential trouble?  Especially when they are asking what is already in the ad?

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Not really. The buyer probably just wants to make sure your ad is accurate. As long as the buyer doesn't start asking for discounts or off ebay transactions. Too many questions may 

mean trouble, stay vigilant.

[laylajames9]

As others have noted, it's possible the buyer did not see or read the full description.

Another possibility is that they have purchased items listed as new that turned out to be used when they arrived. As a result some buyers don't fully trust listings and like to reconfirm with sellers before purchase.

Be polite and direct in your reply and don't give it a second thought. Most people don't have ulterior motives.

[professor-t]

I wouldn't block for one simple question that could be answered by careful reading of the listing, but if I got multiple questions, especially about details of material and/or appearance, I would tend to take it as someone fishing for pulling a buyer scam and would first, block them and then send some kind of response like "I'm sorry, I don't believe I will be able to satisfy you so this will end our discussion."

[elisabeth-gr]

For a lot of sellers means "perfect condition" but they write "new".
But the" perfect condition" perhaps is not real because maybe missing something and all other pieces about item are "perfect condition".
Additonally maybe they are interested for an "unopened" item.

So the word "new" doesnt be satisfied.  The Sellers have to describe detailing the item.

[fern*wood]

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wrote:

I just started selling again last year around March.  When I sold previously I never had these ridiculous questions from buyers. 

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I don't think being courteous to a potential buyer has changed between last March and now, but it sounds like you already had your mind made up.  I read your question thinking it was sincere and from a new seller. 

[papyruspapillo]

No, do not point out to the buyer that the answer is in the listing. I've slipped up a few times (over 17 years) and not noticed something in a description, for which I have sometimes been upbraided unnecessarily. I suppose if I miss something inadvertently, it can happen to others. Being "snarky" (a new word to me, which I hadn't encountered until I started reading these boards) is rude and could cost sales. (I did not buy from those who came back to me with rude and accusatory responses.)

[papyruspapillo]

I have blocked inquirers who have messaged repeatedly, asking nitpicky questions, since I think that the nitpicking will likely not end after the sale. I had one fellow who asked a zillion questions, all annoying and most unnecessary, then declined to buy. When I relisted the item (the only one on ebay), he was at it again, so I did block him. Whether he realized it or not, he was tipping his hand as a potential troublemaker.

[sharingtheland]

Too many people don't deal well or grasp implied humor.

Ain't that the truth around here...

[muttlymob]

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wrote:

What about blocking these people?  Don't questions mean potential trouble?  Especially when they are asking what is already in the ad?

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Questions mean someone is interested enough to want more or clarified information. 

Instead of blocking anyone who asks a question try some of these:

1)  make sure your listing is correct.  example, showing a picture of one color product when the listing is for another color.

2)  write a description.  1-3 words is not adequate.

3)  use item specifics fully and accurately

Skimpy listings with errors might end with many possible outcomes - potential buyers asking questions, potential buyers hitting the back button without asking questions, buyers buying and being unhappy with the results, buyers buying and being happy with the results.  Not many of those outcomes are good for anyone.

[johnfduda]

I always assume, in a situation like this, that the buyer is judging the person he's thinking of doing business with. A lot of sellers won't answer questions, some will use a "snarky" answer. There are a lot of tells in a simple message like this. Whether it was his intention or not the buyer will judge your response.

I politely answer the question.

[e2cosmetic]

I am not a new seller.  Never said that.  I was asking for advice on how to answer buyers.  I get at least one question a day asking about information that is in my ad.  That is it.

[lookng2015]

I had one yesterday on measurements on a widget. I'd given one measurement and thought they should be able to judge overall width, height from that, but apparently not.

[e2cosmetic]

I am interested in your reponse regarding one to three words is not enough in the body of the ad.  What do you think should be in the description in the body of an ad?  All the details for me are already in the item specifics.

[electrola_man]

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wrote:

What about blocking these people?  Don't questions mean potential trouble?  Especially when they are asking what is already in the ad?

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I wouldn't jump to that right away.  Generally I try to be helpful at first, and say something along the lines of, "Yes, as it says in the listing, the item is XXXXXX."  Thanks for your interest."  Usually there is no problem, and often it leads to a sale.  Once in awhile, though, by answering a question that is clearly answered in the listing, I'll discover I'm corresponding with someone I'd prefer to not do business with.  For example, one time I had listed a beat up camera, and my whole description was pretty much a list of what was wrong with it.  I got a question from a user, "Does the camera have any defects?"  I thought that a very strange thing to ask, but I carefully entered into discussion, pointing the prospective buyer to the listing, and asking if there was something more specific I could help with.  I received a gruff reply, saying that he was asking if there were other defects.  I engaged a couple more times, but his questions and demeanor led me to look at his feedback left for other sellers, and in addition to lots of negatives, the comments left showed him to be every seller's worst nightmare.   I blocked him.  He later wrote, "So now you're not taking my bids?  You can just forget about my business."  I just let it go and said nothing more, but was glad I checked him out and blocked him.   You have to look at each case on its own, and not lump all such questioners together.  I will admit, though, that my suspicion of a troublemaker starts when someone asks a question that is clearly answered in the listing.