When someone writes to ask a question for which the answer is clearly stated in your listing

[gurlcat]

....do you just reply the answer, or do you tell them it's in the listing?  

Let's say it's something you know without having to look it up in the listing yourself, and it would require the exact same number of keystrokes to answer as 'It's stated in the listing.'  (LOL).  

What's your philosophy on this?  

[monster-deals]

Just yesterday...does this book have the dust jacket?

DJ" in the the listing...picture in the listing is the dang cover...eyeroll.

I asked how they knew what the listing was even for if the title and pictures weren't showing up.

[wesk_36]

"Just yesterday...does this book have the dust jacket?"

Answer-"Yes."

Does that hurt?

[richard1rst]

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@gurlcat wrote:

Let's say it's something you know without having to look it up in the listing yourself, and it would require the exact same number of keystrokes to answer as 'It's stated in the listing.'

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Actually, no it doesn’t. When someone asks a question the listing to which they refer is shown right below the question.

I click my own listing, find the info they are looking for, highlight and copy it then return to the answer page and paste it in. Quick and easy. Half a dozen keystrokes at best.

I’ll admit that when I first started eons ago I would get testy when a seemingly unnecessary question was asked and I would answer with something like “The information is in the listing” or something similar.

But then time and experience piled on. I realized that sometimes the question about size was from a foreign buyer who works in Metric and therefore does not understand inches.

Sometimes they were on a smart phone which others have pointed out requires many extra clicks to get to the description. Maybe they are new to it, or new to eBay, and are not sure how to make it work.

Maybe English is not their first language and being presented with a block of text that is pretty much “gibberish” to them they just ask straight up.

Etc.

Now the only time I get snarky is when I am left neutral or negative feedback “It’s smaller than I thought” (Or some variation). My response it “Dimensions were clearly shown in the listing - Not my fault you didn’t read”. But by then the sale is done so I don’t care if I hurt their feelings. I’m never going to see them again anyways.

My job, and presumably your job, is “Customer Service”. If servicing your customers, yes even the stupid ones, really bothers you then I would suggest finding another line of work.

[lex-talon]

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@gurlcat wrote:

....do you just reply the answer, or do you tell them it's in the listing?  

Let's say it's something you know without having to look it up in the listing yourself, and it would require the exact same number of keystrokes to answer as 'It's stated in the listing.'  (LOL).  

What's your philosophy on this?  

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I realize that some buyers will not read your listing or just skim through it. So just be professional and answer their question. A simple yes or no will suffice.

[bigdeals.etc]

I have a related question for the OP, anyone else feel free to answer too.

1) How many buyer messages do you get each day on average? This includes the useless "Thanks" messages that require no response. For me, I'd say I get an average of 8 a day.

2). What percentage is that of your daily sales unit (not dollars) total? For me, about 10-15%.

I'd say it isn't that bad now for me to not be answering buyer questions... especially if the answer is as simple as a copy/paste from your description.

[escuintla]

Dear seller:

Can I buy 2 items out of the lot of 400 cassettes you are selling for $3? Still free shipping, right? 

Me? I keep watching TV, after changing my shirt stained by the coffee I spilled on it. 

[justagirl12]

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@gurlcat wrote:

....do you just reply the answer, or do you tell them it's in the listing?  

Let's say it's something you know without having to look it up in the listing yourself, and it would require the exact same number of keystrokes to answer as 'It's stated in the listing.'  (LOL).  

What's your philosophy on this?  

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It would be rude to tell the buyer it’s in the listing. Answer their question....which would have taken a lot less effort then posting about it here. 

[upgradedendmills]

Proper answer!!!!

[books...forthememories]

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@hollysfinds wrote:

I usually say, " As I have mentioned in my listing......." and then answer the question professionally.

I hope answering this way will encourage people to read before asking questions. 

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Ditto.  I also cut and paste that portion of the listing into my (cordial)reply.   

A few people also apologize for not having read the description.

[upgradedendmills]

I usually only average 1 or 2 a week unless I have left the description vague on purpose so I get questions and can post the answers. That only works well for some items.

[books...forthememories]

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@iart wrote:

We just got this note about a $15 item. Most of the info is in the description.

I'm interested in your book. Is it a guide book? Or more of a book of photographs?
Would you be so kind to provide the measurements of the book,
the number of pages,
the number of photographs,
and are most photos in color or most in B & W?
Is the dust jacket included?
And is there damage to the binding?
Are there any torn pages or marks on the page?
Thank you for your effort and response,

We didn't spend an hour pulling the item out and answering all the questions. We kinda like making minimum wage level at least. We blocked and marked as answered.

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Definitely a candidate for my Best Buddies List.  

[books...forthememories]

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@sin-n-dex wrote:

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@gurlcat wrote:

....do you just reply the answer, or do you tell them it's in the listing?  

Let's say it's something you know without having to look it up in the listing yourself, and it would require the exact same number of keystrokes to answer as 'It's stated in the listing.'  (LOL).  

What's your philosophy on this?  

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They key to success is good customer services which means you answer questions even when they are in the listing. (yes, yes, I know people block buyers who do this), but I find in my genre people are asking to make sure they are "reading this right" and that I didn't copy something into some 30 odd listings without proof reading. I would never tell someone it's in the listing. The only time I tell people it's in the listing is when they complain about my shipping policies, I tell them the policy, and then state (it's in my listing, which says...)

C.

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I always check my listing to make sure the info is indeed there (and it always has been) before responding to the questioner.  

[books...forthememories]

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@packratville wrote:

I just answer the question politely. Usually there's a picture in my mind of me in a store asking an employee where x, y, or z is and he raises his finger and points to the display right in front of my now red face (the bigger the item the deeper the red).

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I just say, "Thanks-if it was a snake it would've bit me."  

[soh.maryl]

I've had that happen many times.  There is one relatively small store that I shop at where I always have to ask someone where the canned pineapple is.  A couple of times, I admit, it has been the same guy  I think he's on the verge of just meeting me at the door, taking my arm and guiding me to the canned pineapple so we can get this over with.  It's not entirely my fault -- the sign that hangs from the ceiling says nothing about canned fruit.  

[gurlcat]

Okay whoever from this thread is punking me with the Talbot's top listing, thank you for the laugh.  Asking for the measurement which is right in the photos--that was subtle.  But now with the "Does it have any stretch?" when the word 'stretch' or 'stretchy' is in the description, the specs, and the TITLE--that is precious.