Did you know that you have about one minute to get your customers
attention on the Internet these days! Despite the fact that more
e-businesses are going out of business than ever before, more people are
shopping on the Internet than ever before. The new shoppers on the
Internet are different from the casual Internet surfer. Shoppers want to
get in and out or your electronic store as quickly and conveniently as
possible. One of the best ways to retain customers as well as to get
them quickly in and out of your store is to have high quality F.A.Q.'s
sections (Frequently Asked Questions).
We recently worked with one our clients to improve their F.A.Q's. In
fact, we suggested that they create two F.A.Q. sections. The first
F.A.Q. section was for customer service issues, the second F.A.Q.
section was for technical issues. As a result of having excellent
F.A.Q's, their inbound e-mail inquires have dropped an amazing 68% and
sales have gone up 15% in the same period. You can see these F.A.Q's at
http://www.photoinkjet.com
What kind of questions should be listed in your F.A.Q. section? Here are
some of the most common questions that many companies leave out.
1. Operating hours and phone numbers organized by department.
2. Return policies and procedures.
3. Local Sales Tax.
4. How customers can track their order status.
5. International Shipping policies.
6. How back orders are handled.
7. Expected response time to all types e-mail inquiries.
8. How to return damaged goods received.
9. The types of credit cards accepted and other acceptable methods of
payment.
It is virtually impossible to answer all potential inquires in your
F.A.Q. section. Once you have a good one set up, monitor the new
questions that come in and add them to your F.A.Q. section as quickly as
possible. Help your shoppers help themselves and you'll retain your
customers and you will increase sales!
About the Author
Daryl Clark is President and CEO of EMarketingMan.com. His goal is to
provide you with high quality information, management and internet
consulting services. You can read his other articles at
http://www.emarketingman.com/articlespolicy.htm. E-mail
to: emarketingman-subscribe@topica.com