Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 07:19 PM
I've been here for a while, and been active in conversations about sales figures and search engine optimization. I imagine some of the regulars here will recognize me at this point, and I've been on both sides of the fence for "is it eBay's fault that my sales suck".
For the last three to four years I've generally been in the $3,500 to $5,000 range for weekly sales. Listing volume has been pretty consistent despite my efforts to boost it up. In the past it always seemed like whenever I got a good batch of inventory and improved volume there'd be a run on sales and it would stabilize right where it usually is. Nothing to complain about, just a consistent trend.
Since June I've had the two worst months I've had since going full time. This week I've had $1200 in sales and $500 of that was best offers that the buyers sent and then never paid for. So this week is a little over 10% of what a good week from earlier in the year would have been and there's no end in sight.
I run promoted listings on every listing though it pains me to do so. Prices are competitive. Inventory is inelastic- when you need car parts, you need car parts to get to work, and previous sales records tell me that time of the year is largely irrelevant. I know what has always worked, I'm not inexperienced with designing the listing to get sales. Except none of that works anymore.
I've had to let all of my staff go. Standing in a warehouse by myself is getting pretty depressing. Calling just gets the standard "we will refresh your account", I'd really like some more concrete suggestions on improving the situation. I have low expectations, but does anyone have any magic words to say to the customer service reps to get transferred to someone who actually cares?
Thanks as always for the suggestions.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 07:40 PM
@redline_auto_llc wrote:I've been here for a while, and been active in conversations about sales figures and search engine optimization. I imagine some of the regulars here will recognize me at this point, and I've been on both sides of the fence for "is it eBay's fault that my sales suck".
For the last three to four years I've generally been in the $3,500 to $5,000 range for weekly sales. Listing volume has been pretty consistent despite my efforts to boost it up. In the past it always seemed like whenever I got a good batch of inventory and improved volume there'd be a run on sales and it would stabilize right where it usually is. Nothing to complain about, just a consistent trend.
Since June I've had the two worst months I've had since going full time. This week I've had $1200 in sales and $500 of that was best offers that the buyers sent and then never paid for. So this week is a little over 10% of what a good week from earlier in the year would have been and there's no end in sight.
I run promoted listings on every listing though it pains me to do so. Prices are competitive. Inventory is inelastic- when you need car parts, you need car parts to get to work, and previous sales records tell me that time of the year is largely irrelevant. I know what has always worked, I'm not inexperienced with designing the listing to get sales. Except none of that works anymore.
I've had to let all of my staff go. Standing in a warehouse by myself is getting pretty depressing. Calling just gets the standard "we will refresh your account", I'd really like some more concrete suggestions on improving the situation. I have low expectations, but does anyone have any magic words to say to the customer service reps to get transferred to someone who actually cares?
Thanks as always for the suggestions.
I'm sorry this is happening to you and many others.
I hope things improve for you, but I don't think things will get better here until eBay reverses some bad decisions, implements some good Customer suggestions, and starts listening to their best Sellers and Buyers who know what makes this site work.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 07:53 PM - edited ‎07-15-2019 07:54 PM
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 08:19 PM
Wish I could give you two thumbs up @greg5000
@redline_auto_llc Sorry to hear of your poor sales. You are not alone. I've had one sale under $20 sale in 15 days. That won't pay for my store. I fear that we are on a sinking ship. There is no logic to what works and doesn't work to get sales with all the changes in recent months. Ebay is becoming increasingly convoluted. Is it to the point that they don't know the way out of the wormhole? Time will tell. I do hope they will listen before it's too late.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 08:44 PM
Hi, I don't know the magic words to connect with eBay CSRs, but someone else will know and come along with suggestions on who to contact.
I'm sure you have looked at all possibilities on improving sales. But I had a thought as I was looking over your listings, and thought I'd throw it out. Seeing you are in the Global Shipping Program. Now I don't know anything about car parts, but I was wondering what your international sales look like, and whether or not there is a healthy market there to tap. If there is, I am wondering if you were shipping internationally yourself, and not using the GSP, if that might give you more sales. International buyers really dislike the GSP because it is more expensive, sometimes lots more expensive for them. It is easier for the seller to let the GSP handle the logistics of international shipping, but I have found it relatively easy to do it myself, although I am picky about what countries I will ship to. Anyway, you have likely investigated all your markets well, but I couldn't help wondering about your international sales vs. the GSP.
Whatever is going on with eBay, I don't think it is a death spiral. But something is going on. I don't think the sudden cessation of previously successful sales stories we hear in the forum can be attributed only to seller actions. It is a puzzle, and we just don't have all the pieces we need to complete the picture.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 09:13 PM
I don't think the customer service reps have a clue about anything. They just read from their scripted answer book.
Too much automation is what is going wrong here and everywhere. Humans are being managed like machines and obviously it doesn't work out well.
My family made a full-time living on here from 1997 til 2007. Then ebay had the great idea to ruin the place. Now I see sales on here as just a hobby, a few scraps here and there.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-15-2019 09:40 PM
@membersinceaug2001 wrote:I don't think the customer service reps have a clue about anything. They just read from their scripted answer book.
Agreed. It might be interesting to ask the next one you speak with, "Are you a seller on eBay?"
I think there will be more help found in the forum here than in phoning a CS rep at random, and expecting that random person to have expert insight into best practices for selling.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 02:29 AM
I'm calling in zamo as he has been in contact with Ebay higher ups more than he'd like over a similar issue with sales this past year. It doesn't seem any of us knows what the answer is. The only suggestion would to be open your own site or self promote.
Go on the auto forums, start twitter, Instagram and FB pages with links to your store. Join private Facebook groups. Advertise on the Marketplace. Start a vlog on youtube on how to replace a part or use an item as many people these days go to youtube for even basic problems - they want to watch it being done instead of reading a manual. There are so many ways to self promote and bring your buyers to your store on Ebay.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 03:05 AM
@a_c_green wrote:
Agreed. It might be interesting to ask the next one you speak with, "Are you a seller on eBay?"
I believe every CSR will tell you they are a seller on eBay. It's like in their training handbook or something. It makes the CSR sound more relatable to the seller calling them... that they are one of you.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 05:11 AM
I'd really like some more concrete suggestions on improving the situation. I have low expectations, but does anyone have any magic words to say to the customer service reps to get transferred to someone who actually cares?
I don't think "caring" has anything to do with it. Echoing what others have said, I wouldn't hold out hope that customer service reps have any insight into how to improve sales. If they did, they would have quit their entry-level jobs at eBay and started selling instead 🙂
In the past it always seemed like whenever I got a good batch of inventory and improved volume there'd be a run on sales and it would stabilize right where it usually is. Nothing to complain about, just a consistent trend.
Do you think that might be because when you get a good batch inventory, the "cream" gets scooped up immediately, leaving the "run-of-the-mill" stuff which is no better than the rest of your inventory (which is likely made up of the run-of-the-mill stuff from previous batches)?
This week I've had $1200 in sales and $500 of that was best offers that the buyers sent and then never paid for.
Have you considered giving buyer a longer time period to pay before you write them off as nonpayers? About a decade ago I realized that there is nothing I can do to make eBay into a real-time sales venue. So I adjusted my expectations intead of banging my head against the wall and gave buyers 3 weeks before I even sent a reminder invoice and only file a UID after 4 weeks. I don't have non-payers since I changed my definition of a non-payer.
Standing in a warehouse by myself is getting pretty depressing.
It sounds unproductive, too. From what you said about the bump you get from a "good batch inventory" of inventory, it sounds like improving your sourcing of inventory is the one thing you know would help sales. I am a firm believer that 95% of a seller's job is sourcing inventory, not organizing shelves, taking pictures, or creating listings. I find that a mediocre listing for a fantastic item will outsell a fantastic listing for a mediocre item every time.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 08:17 AM
Unpaid items are and always will be a problem, time has little to do with it. The people who need something don't buy it and then pay two weeks later. It's very apparent when you have a zero feedback buyer who doesn't respond to messages that they have no intention of paying for their purchase.
And last but not least, kinda hard to source new inventory when there's no money with which to do so, though I've can scrounging and begging and still have some more new listings to do. You gotta remember that I can't just go to a thrift store and spend twenty bucks on a shopping cart of goodies. Generally in this industry acquiring inventory involves a four figure outlay of funds. Perhaps that means it's a bad business model, but it's been working for me and countless other sellers here for the last decade and then the lights went out with the last seller update. I'm friends with the eBay manager of a much larger local business in the same industry, and they're in the same boat. They have 6,000 listings, all well priced, and they've made four sales in the last week. I've talked to a lot of other members here who would say the same thing.
A slight decline could be considered normal or seasonal. A flip of the switch loss and sales across the industry is not. I've spent a lot of time talking to zamo, and he makes the very valid point that when the industry leaders are down dramatically, but are still the top in their category, it's indicative of a fault in the marketplace rather than a fault with an individual seller.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 09:09 AM
The above mentioned is true. I have discussed with redline quite a bit. What he is experiencing is similar to our situation, just on a different scale.
In response to some of the topics mentioned, unpaid items are pretty rare in auto parts. People purchase items as a necessity and if they haven't bought it right away, they typically aren't going to. The only items we really have that are paid in > 2 hours are "Make An Offer" purchases.
Regarding inventory, what he says is true as well. In this industry, you typically have to do a buy in to get competitive pricing at all, and depending on who you're purchasing on, this could be anywhere between a thousand and 25-50 thousand monthly. If you aren't selling any sort of bulk, you'll be getting pricing that's not competitive, and likely only dropshipping rather than stocking your own inventory, which will limit your profit.
In response to Lucky's comments... auto parts don't work like that "cream" example, unless you're selling something along the lines of a luxury item. In this industry, something breaks, a customer needs it, they buy it. This is why certain changes eBay has done hit very hard, such as their penalties for Stagnant Listings. Many items are slow movers by design, a part that sells consistently annually, but not every month. These items have to constantly be relisted, actually increasing how much time has to be spent on listings rather than "just selling".
Another overlooked issue is things like "Variations" don't work in many Motors categories. Combined with the stagnant issues, it's a nightmare. As an example, we can use "Performance Engine Mounts". These typically come in four "stiffness" levels. 60A, 75A, 85A, 95A. Softer ones are ideal for street use, stiffer ones are ideal for racing use on track, or depending on horsepower of the vehicle.
Problem is, since variations are NOT enabled for our category, rather than just having 1 listing with 4 variations, we have to make FOUR INDIVIDUAL LISTINGS. This not only wastes our listing limits, but is a nightmare on metrics/statistics. You can't just sell a 60A one month and then have your item be free of any Stagnant penalties. You sell 60A, but then 75A, 85A, 95A all go stagnant, and have to be relisted.
It's a nightmare, as the performance items actually are very popular, but there's no way all 4 stiffness levels are going to be selling monthly. This is not any fault of sellers, but is eBay's fault for not enabling variations in Motors. It's one of the things that is hitting our industry particularly hard since they started punishing stagnants in 2018.
Furthermore, "sourcing" isn't really how it works in our industry either. As mentioned, you need a deeper relationship with manufacturing and investment in them before they offer you good enough prices to be competitive. This means once things start going bad, things come tumbling down quickly unless if you already spent enough to get yourself in the cheapest pricing tier for the rest of the year. If you get to the top pricing tier, you basically already "sourced" everything you need in the category, as you had to invest X amount of funds in to that product line and already have your warehouse stocked.
But then what happens when those listings of your items filling the warehouse suddenly stop getting traffic?
I'll let you in on something known in our industry, that shoots down a lot of the claims that it's about "pricing" being the problem. The most competitive sellers in each category? There's probably less than 5 sellers total who are getting the "best pricing tier" from those manufacturers, and those 5 sellers are getting the SAME EXACT PRICES as each other. Let's say three of those sellers are on eBay. If one of them is offering it at cheaper prices than the other? All that means is he's accepting a lower profit margin than the others. They are sacrificing profit just to try getting the sale.
But at the end of the day, they're all working on the SAME AMOUNT OF STOCK from the manufacturer. Manufacturer may have had 1000, Seller A might have purchased 400. Seller B purchased 350. Seller C purchased 250. Seller A might get the idea "Let me cut prices to sell items faster"... but what happens when they sell all their inventory? They will have to wait months for the item on back order to be manufactured.
Competing with the other sellers at the top of their category is not something they "want" to do. These sellers typically have a relationship with each other anyway, and are aware that dropping the price hurts EVERYONE. It cuts down ALL our margins by deprecating the value of your own products, so it's avoided as much as possible. Because aside from those 3 sellers, NOONE else in the category can truly compete with price/availability.
Considering all that, the problems when sales stop coming in are obvious. Pricing obviously isn't the issue, as you're in the top pricing tier. But you're at risk for losing that pricing without sales. If you're forced to drop price you'll be damaging yourself and the entire industry, and even then still won't be getting sales. You can monitor the category and see people guided to obvious dropshippers with worse offering that are shipping from across the country from their stated location.
Or even worse, a situation we see a lot: We see sales come to people who buy FROM US, whos prices are obviously HIGHER than ours, and eBay buyers are being guided to THEIR listings rather than ours.
The problem is NOT pricing. At least in our industry. Anyone who works in this industry and claims that it is, is likely someone that only had experience with dropshipping and never actually having items manufactured or close relationships with manufacturers. If it was pricing, people would not be using YOUR listings to drop ship to other people when THEIR sub par listings sell.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 09:20 AM
That giving buyers 3 weeks might work well for you and that's good (for your buyers).
But I would bet the majority of smaller sellers here can't do that because they need the money more quickly.
Plus giving that much time may mean that the guy who was your second highest bidder may have lost interest and may not even remember having made a bid.
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 09:49 AM
Zamo is spot on as usual. Car parts are an interesting category due to their inelastic nature. It's like gas, when you need to get to work, the price at the pump is irrelevant as it's a necessity. Same thing with parts, if your car can't get you to work you can't make money, so you have to do what you have to do.
It's not that parts aren't selling or that prices aren't competitive, it's that there's some mystery metric that's not being met. I can look through sold listings, and while the market is definitely down, cheaper, lower quality parts from less reputable sellers are being sold at higher prices than my listings.
We did have an issue with USPS not scanning in a large batch of items in May that resulted in the loss of top rated status (3.05 percent not uploaded in time, that 0.05 really did a number on us) and that's pretty much my last hope. Getting TRS back may or may not help, but I don't know what else to hope for at this point. Regardless, as Zamo said, there are other factors at play here that contribute to a vicious cycle that's brutally difficult to escape from. And now I'm worried that even if I can get the sales figures back, I'm not sure that I'll be able to handle the logistics without the staff that I spent years working with and training.
Just a sucky situation all around, and not something that was within my control or that should have happened. I'm all for taking responsibility for my own failures, I believe that's how we can grow and improve as people and as businesses. But as far as I can tell, outside factors had a big role in this one (looking at you, spring update).
Is there a way to talk to a customer rep who can make valid suggestions to improve sales?
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‎07-16-2019 10:11 AM
If your sales are down so far you are letting your staff go, I'm thinking that your sales are down on all the venues you use and not just on eBay.
When we had our store, we used the shop itself, eBay, Amazon (useless btw), ZoS (a hobby site), DelCampe Auctions (an Italian site), a hobby newspaper, an ad in the national catalogue, Bonanza (also useless), and our own website, in addition to holding quarterly auctions which were catalogued and both public and with live internet bidding.
Our line was vastly different than yours-- our collectible postage stamps are easier to ship. We could put several thousand dollars in value in an envelope for example.
So what are your other venues?
I disagree that buyers hate GSP. We Canadians do*, but overseas customers are more sanguine. They wouldn't be buying from the USA if they could find it at a decent price in their own country.
In a different business (high tech wood stoves, which don't fit in an envelope) we were part of a buying co-op, and the co-op from time to time circulated a "turkey list" of stoves that we could not move. Often another member had a demand** in his area for that kind of model. There were trades done. Do you have colleagues/ competitors with customers that you don't?
Perhaps circulating a list to local service centres?
The idea is to sell off at wholesale your deadstock. Just don't do it on eBay and kill your market.
I doubt it would do you much good, but we had trade dollars and passed them out to customers who spent over $100, enough trade dollars to cover the sales tax (about 15%). The customer never got a discount, but he could spend that free money at any time in the future.
I agree that a minimum wage call centre clerk somewhere in Utah or Manila, is unlikely to have many good suggestions for you.
You might do better at the coffee shop all the garage guys hang out in on Automobile Row, listening to the boasting.
Oh-- just a thought. My cousin belongs to the Jaguar Club. She drove from Vancouver Island to San Diego to pick up her current model. Those guys are always playing with engines. Are there Antique Auto clubs, Brand Name clubs, or even hot rod raceways in your area? Can you advertise in their programmes?
*because our duty free allowance is $20Cdn(~$15USD) and the CBSA has a practice of ignoring low value imports. Postal imports get ignored. But couriered (like GSP imports) and bulky will be assessed and charged.
** We couldn't sell green stoves, but the guy in Kingston has customers who loved them. We could sell catalytics when they first hit the market, but no one else in Ontario could. ETC.
