Posts Taged online-shopping

What is Drop Shipping?

shipping boxes and supplies

When you open an online store, the main thing you need is inventory.

Without any products to sell, you don’t have a store.  This seems pretty obvious.

However, many people are surprised when they start listing products online, as it often takes many more product lines and categories than first anticipated to fill an online store.

So if you don’t have the funds to buy hundreds of different product lines, or simply don’t have the storage space, then drop shipping may provide the answer.

How Does Drop Shipping work?

Basically, you do not purchase products to store in your own warehouse until sold.  Instead, you make arrangements with a wholesale supplier to list their products on your website, and when a product is sold, the supplier ships the product.  Sounds simple.

The arrangement is straightforward enough, however, there are a few things you should be aware of.

  • Firstly, you lose control of the inventory, and this may ultimately cause customer service problems.  For example, if there is a delay in shipping, or a product is damaged on arrival.
  • Also, since drop shippers usually sell to many retailers, keeping track of their inventory, as well as your own is difficult.
  • Profit margins on sales are also lower than if you were to purchase products and sell them directly to your customers.

The benefits of drop shipping are:

  • You can add more products to your website, and give your customers greater selection.
  • You don’t have to deal with the packing and shipping of products yourself.
  • You can begin your retail store without the expense of buying inventory to stock your store, so this can be a good way to get started.
  • You can “try out” a new product or new category, just to see if it’s a good fit for your store, without actually buying the product.

In conclusion, drop shipping has many advantages, and some disadvantages.  Retailers often find a combination of products housed in their warehouse, and those shipped directly from drop ship suppliers is a good way to go.

Once you have elected to work with a drop shipper, always monitor their performance in regard to product fulfillment and customer service.  If you find that a particular supplier does not perform well for you, it is better to stop selling that product, rather than risk your online reputation.

For information about selling through drop ship vendors, and how xocbox systems can help you keep track of shipments and inventory, please contact xocbox.

 

 

 

 

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Communication drives customer satisfaction

pens

I recently read an article about the top five drivers of customer satisfaction in the remodeling industry, and at the top of the list was communication.

Others in the list included sticking to a schedule, being professional and organized, trust and problem resolution.

In reality, the list above could be applied to any type of business, including retail.

How many times have you purchased something online, and waited patiently for your item to be delivered, only to receive an email ten days later saying the item is on back-order!

Don’t let this be the experience your customers receive when shopping on your site.  Nothing will drive customers away from your site more than poor customer service.

No matter how busy you are, by setting a routine that you and your staff follow when customers purchase or call in for help, you can avoid disappointment, and gain a loyal following of happy customers.

What your customer wants

  • Promptly confirm purchases via email
  • Confirm that payment has been received
  • Advise when item purchased will be shipped
  • Once shipped, let them know package is on the way, and confirm tracking details
  • Provide updates and status on late or delayed shipments
  • Always include a packing slip or invoice in every package you send out
  • Include a returns policy in the package
  • Include a phone number or email address that customers can call with questions
  • Include a FAQ page on your website
  • Return customer calls within the same day, if possible
  • Resolve issues promptly, avoiding arguments
  • Issue refunds and credits promptly

What your customer doesn’t want

  • No confirmation that order has been received
  • Difficult to find company contact information
  • No tracking information
  • Poor returns policy
  • No return phone call or email
  • To be kept on hold
  • Product doesn’t arrive
  • Slow or no refunds policy
  • Goods not as described
  • Unfriendly service

Unfortunately, sometimes a customer will have a negative experience, no matter how hard you try.  If that is the case, don’t try to hide behind your policy, don’t lose your temper, and don’t take the complaint personally.

If this happens to you, work with the customer to provide an alternative product, a refund, and even offer a small gift or discount coupon off their next purchase.  You will be surprised how an unexpected gesture of generosity on your part can suddenly change the whole dynamics of a situation.  Your upset customer then becomes your biggest fan!

 

 

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