Is there a way to talk to a customer rep who can make valid suggestions to improve sales?

[redline_auto_llc]

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.

[zamo-zuan]

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@femmefan1946 wrote:

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.

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Just want to throw in a quick comment...

In eCommerce for auto parts, there's not many venues that actually have business. Sadly eBay is the primary one, with 2nd place being Amazon. But Amazon only works well for certain product lines, as customer service is quite advanced for auto parts (especially in cases where customers make false claims). So to make it work on Amazon you can't really sell in traditional business models that we use on eBay (providing customers kits/sets of items for their whole vehicle), rather you must sell each item individually boxed in order to be protected. In the case of individually boxed items, customers make a *lot* of mistakes in purchase.

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Doubly so for used parts. Zamo and I sell in different markets - I'm a salvage dealer, he sells new parts and is on a scale that I can only dream of. But the target market and categories are largely the same, and he's correct - there's very, very little in the way of viable venues on the internet, and local business is an entirely different matter.

An additional difficulty in the used market is that it's hard to generate a good customer base or create your own website unless you are doing business on a pretty massive scale- inventory fluctuates so heavily that it's very difficult to always have a given item in stock, and that lack of consistency makes going it alone on your own website challenging at best. Couple that with the fact that most of the target market doesn't have any vendor loyalty and something like eBay, where there is a massive audience and (in theory) equal opportunity for views and sales is the best game in town. 

One day someone will come up with a viable alternative for parts dealers, but it hasn't happened yet. eBay has the potential to work really well - it has in the past, and God knows that I hope it does again. But right now things aren't going the way they should be.

[leajz-32]

Hi! I suggest that you need to re-evaluate your product, check the pricing and make a research about your competitors and see what they are doing differently. Try to also run a promo for your new customers and turn into loyal customers.  This article might also help  - https://remoteworklife.blogspot.com/p/blog-3.html

[upgradedendmills]

Not prying into your business in any way, but why don't you have funds reserved from the $3-$5K sales weeks ready to restock or add new inventory? Why not network with a large group of similar sellers and pool funds and sales?

     This is an absolutely fantastic time to buy just about anything. My sales are way down also, but I am viewing it as an opportunity to adjust and revise my inventory and add to it where possible. Good times are coming again, I want to be ready when it happens. 

[luckythewinner]

Is there a way to talk to a customer rep who can make valid suggestions to improve sales?

I doubt anyone in customer support has the knowledge, experieince, or business acumen to make recommendations beyond the standard ones: 

• Sell things that people want
• Sell things that people are willing to buy on eBay
• Offer them at a better price than anyone else
• Offer a return policy
• Fill out your item specifics
• Be a top rated seller
• If you have a shipping charge, make it reasonable
• Desribe your items completely
• Consider promoted listings if your category is crowded

[upgradedendmills]

I think if I sold the type of items you do I would try to develop a personal relationship with every used dealership within a 100 mile radius of me including repair shops and body shops. I would establish an account for them and a daily updated email of my inventory. Either through UPS or USPS use overnight shipping on all parts with some idea of how much it cost upfront. In the rare cases where needed, I would jump in my vehicle and personally deliver the item even if it means a one time loss.

     Build enough into your eBay pricing to be able to sell and ship overnight. Enable your customers to buy the products on eBay legitimately without having eBay lose any fees or sales. I don't know if it is possible, but I would look into running a listing for "Headlight Lens for CarMax of Dayton"  (No brand or specifics) $300 or Make Offer. Free Shipping.  Any offer made would be at the price you actually want and you would pay all eBay fees on it. Further sales off your email list would be all yours and not listed on eBay for any reason. This would also allow you to sell larger crash parts like fenders, doors, and wheels as they are available. Win, win. Work with local salvage yards and insurance companies to develop a large inventory of hard to find parts. If one of your customers needs a part you don't have, send them to a trusted competitor you can depend on to ship and do business as you do.