Monthly Archives: December 2022

5 Steps: From Pushy Sales to Genuine Connections

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We have all heard ABC, Always Be Closing, which translates to many as an uncomfortable ask of a customer for their purchasing of an item or service.

I was reminded this weekend of how much easier that closing is if the pitch is more natural and helps the decision being the customer’s rather than a push or forced exchange of money. It was a scarf sales person explaining how a possible Jr Sales person was only interested in a forced close. Instead, they offered a path that made the close only being the ask for payment type.

Step 1, don’t take too long picking a color/design, narrow down if they had something in mind or there is a need to point out a match to cloths or one that is popular. This will be important later so pay attention.

Step 2, get the scarf into their hands, they need to feel the texture, how soft or thick it is.

Step 3, point the individual to a mirror so they can see how the scarf will look when they try it on. Don’t say “why don’t you try it on”, rather “we have a mirror here so you can see how the scarf will look on you, it is always good to be sure how a particular scarf will fit”. This is a step that will help a live purchase happen since it can’t be done with an online shop. [My thought: Even with the AI of the future, a person can see but not feel.]

Step 4, now make the conversation a bit more personal. This shop is in San Francisco so it is a natural path to talk about the wind and how nothing but a heavy coat will keep the neck from being cold. Then the issue of what do with that heavy coat when stepping inside, a scarf is much easier to manage.

Step 5, depending on how the Step 1 went, relate back to that starting point to bring the scarf on the customer back to that point. Perhaps it hangs well and shows off the design they liked, or how well it shows off the popular style that others will notice. Sits high on the neck, or low on the shoulders are also points to mention.

Now close, while the person is still envisioning the scarf solving their problems.

Does Etsy create anxiety with the new email response rules?

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In recent times, the online marketplace, Etsy, introduced a new email response policy that mandates sellers to reply to customer inquiries within a 24-hour timeframe, failing which they may face penalties. This move has stirred a blend of anxiety and confusion among the online selling community, predominantly small business owners, who are now entangled in a web of questions surrounding the practicality and implications of such a stringent rule.

The crux of the matter lies in the balance between maintaining active engagement with customers and managing the other operational aspects of running a small business. The 24-hour response requirement seems to skew this balance, compelling sellers to prioritize communication over other equally important tasks. This has led to a ripple effect where sellers are now questioning the amount of time and resources they should allocate to the marketplace vis-a-vis other business activities.

Many small business owners on Etsy wear multiple hats, juggling between production, marketing, and customer service. The new email response rule can potentially stretch their already thin resources, making it a challenge to adhere to the stipulated response time, especially during peak business hours or during personal emergencies. The ripple of anxiety transcends to feelings of inadequacy and guilt, as sellers might feel they are falling short in providing prompt customer service, which is a cornerstone of building a loyal customer base.

Moreover, the lack of clarity on the penalties and how they are imposed adds to the growing unease. Sellers are left in the dark about the extent to which non-compliance could affect their standing on the platform, which in turn could impact their sales and overall business health.

There is a growing chorus among the Etsy community for a review of this policy. Advocates for change suggest that a more lenient and flexible response time could be a solution. Additionally, providing sellers with extra support and guidance on how to efficiently manage customer communications without compromising other business operations is seen as a step in the right direction.

Furthermore, some suggest that Etsy could implement a system where response time expectations are adjusted based on the size and capacity of the seller’s business. This nuanced approach could alleviate the pressures faced by small business owners, making the marketplace a more conducive environment for sellers of all sizes.

Etsy’s initiative to enhance customer-seller interaction is laudable, however, a one-size-fits-all approach may not cater to the diverse seller base on the platform. A re-evaluation of the policy, taking into consideration the feedback from the selling community, could lead to a more balanced and fair communication protocol, fostering a healthier interaction between buyers and sellers, and potentially contributing to the overall success and growth of individual businesses and the Etsy marketplace as a whole.