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Building an Online Retail Business

Jul 07, 2015

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Business

Ruby Lane

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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Page 1: Building an Online Retail Business
Page 2: Building an Online Retail Business
Page 3: Building an Online Retail Business

EXCELLENT

Page 4: Building an Online Retail Business

EXCELLENT

CUSTOMER

Page 5: Building an Online Retail Business

EXCELLENT

CUSTOMER

SERVICE

Page 6: Building an Online Retail Business
Page 7: Building an Online Retail Business

Always give customers the same

top notch treatmentyou like to receive.

Page 8: Building an Online Retail Business

Be Sure To

Use The

Magic Words

Page 9: Building an Online Retail Business

THANK YOU.

Page 10: Building an Online Retail Business

WE APPRECIATE

YOUR BUSINESS.

Page 11: Building an Online Retail Business

THANK YOU FOR

YOUR INQUIRY.

Page 12: Building an Online Retail Business

is of the

essence.

Page 13: Building an Online Retail Business
Page 14: Building an Online Retail Business

Always inform your customers if you are

away and unable to answer inquiries.

Tell them when you will be available.

Page 15: Building an Online Retail Business

Follow Up With

Customers

Page 16: Building an Online Retail Business

STAY IN TOUCH

THROUGHOUT THE

PURCHASE PROCESS

Page 17: Building an Online Retail Business

Acknowledge

purchase and

payment.

Page 18: Building an Online Retail Business

KEEP ALL SHIPPING DOCUMENTATION

Page 19: Building an Online Retail Business

Give customers the

benefit of the doubt.

Contact the buyer

who may have had

an unexpected

circumstance.

Page 20: Building an Online Retail Business

Complaints

Page 21: Building an Online Retail Business

Don’t return

Blog about a bad

experience

Discourage other

customers

Complain to friends

Unhappy

Customers

Page 22: Building an Online Retail Business

PUT YOURSELF IN

THEIR SHOES

Page 23: Building an Online Retail Business

Compromise of 1877

Page 24: Building an Online Retail Business

YO

UR

RE

TU

RN

PO

LIC

Y

Stated before purchase

Easy to understand

Give step by step instructions

Page 25: Building an Online Retail Business

ACCEPT RETURNS WITH GRACE

Be Pleasant and Courteous

• Make the customer feel appreciated

• Express regret if the item is not what they expected

Page 26: Building an Online Retail Business

WHILE THE

CUSTOMER IS NOT

ALWAYS RIGHT,

OFFERING OPTIONS

IS OFTEN WELL

RECEIVED.

Page 27: Building an Online Retail Business

Honesty Is

Always

the Best Policy

Page 28: Building an Online Retail Business

CO

MM

UN

ICA

TE

WIT

HC

US

TO

ME

RS

Lost item?

Page 29: Building an Online Retail Business

CO

MM

UN

ICA

TE

WIT

HC

US

TO

ME

RS

Broken item?

Page 30: Building an Online Retail Business

COMMUNICATE

WITH YOUR CUSTOMERS

Keep records of all

correspondence,

including email

Page 31: Building an Online Retail Business

USE COMMON SENSE

Call if necessary.

A long distance

phone call is one

of the Costs of

Doing Business.

Page 32: Building an Online Retail Business

Shop or Sell With Us

Antiques & Art

Vintage Collectibles

Jewelry

www.rubylane.com