Building an Online Retail Business

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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

Negócios Tecnologia

Always
give
customers
the same
top
notch
treatment
you like to
receive.

Always inform your customers if you are
away and unable to answer inquiries.

Tell them when you will be available.

STAY IN TOUCH
THROUGHOUT THE
PURCHASE PROCESS

 Give customers the
benefit of the doubt.
 Contact the buyer
who may have had
an unexpected
circumstance.

Complain Don’t
to friends return

Unhappy
Customers
Discourage Blog about
other a bad
customers experience

RETURN POLICY
YOUR
Stated before
purchase

Easy to understand

Give step by step
instructions

ACCEPT RETURNS WITH GRACE

Be Pleasant and Courteous
• Make the customer feel
appreciated
• Express regret if the item is not
what they expected

WHILE THE
CUSTOMER IS NOT
ALWAYS RIGHT,
OFFERING OPTIONS
IS OFTEN WELL
RECEIVED.

Broken item?

COMMUNICATE
WITH CUSTOMERS

COMMUNICATE
WITH YOUR CUSTOMERS

Keep records of all
correspondence,
including email

USE COMMON SENSE
Call if necessary.

A long distance
phone call is one
of the Costs of
Doing Business.

Shop or Sell With Us
Antiques & Art
Vintage Collectibles
Jewelry

www.rubylane.com

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Building an Online Retail Business

3. EXCELLENT

4. EXCELLENT CUSTOMER

5. EXCELLENT CUSTOMER SERVICE

7. Always give customers the same top notch treatment you like to receive.

8. Be Sure To Use The Magic Words

9. THANK YOU.

10. WE APPRECIATE YOUR BUSINESS.

11. THANK YOU FOR YOUR INQUIRY.

12. is of the essence.

13.

14. Always inform your customers if you are away and unable to answer inquiries. Tell them when you will be available.

15. Follow Up With Customers

16. STAY IN TOUCH THROUGHOUT THE PURCHASE PROCESS

17. Acknowledge purchase and payment.

18. KEEP ALL SHIPPING DOCUMENTATION

19.  Give customers the benefit of the doubt.  Contact the buyer who may have had an unexpected circumstance.

20. Complaints

21. Complain Don’t to friends return Unhappy Customers Discourage Blog about other a bad customers experience

22. PUT YOURSELF IN THEIR SHOES

23. Compromise of 1877

24. RETURN POLICY YOUR Stated before purchase Easy to understand Give step by step instructions

25. ACCEPT RETURNS WITH GRACE Be Pleasant and Courteous • Make the customer feel appreciated • Express regret if the item is not what they expected

26. WHILE THE CUSTOMER IS NOT ALWAYS RIGHT, OFFERING OPTIONS IS OFTEN WELL RECEIVED.

27. Honesty Is Always the Best Policy

28. Lost item? COMMUNICATE WITH CUSTOMERS

29. Broken item? COMMUNICATE WITH CUSTOMERS

30. COMMUNICATE WITH YOUR CUSTOMERS Keep records of all correspondence, including email

31. USE COMMON SENSE Call if necessary. A long distance phone call is one of the Costs of Doing Business.

32. Shop or Sell With Us Antiques & Art Vintage Collectibles Jewelry www.rubylane.com

Building an Online Retail Business

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