Amazon is the powerhouse of online sellers, and every company that has products to sell should consider selling through them as a merchant. It helps to put those products in front of more customers around the world. Sellers have the potential to do very well on Amazon. They have to adhere to Amazon’s policies, and they have to maintain a positive merchant rating on the site. Your rating is far more important than you might initially believe. Customers take it seriously when they are considering whether to buy from you or a competitor. If you have a poor rating from customers, and your competition has a good rating, it’s only natural for the customer to choose the one with the better feedback rating.
Merchant Rating and Reviews Are Different
The merchant rating is a review of you as a merchant. The rating covers things such as how quickly you fulfilled the order, whether you shipped the right order, your response to issues, and the like. A review on Amazon is a review of the actual product. You want your products to get great reviews, and you want to keep a great merchant rating, but it is important to understand the distinction between the two.
Customer Service Is King
How do you manage to keep a great rating on Amazon? Customer service is probably the most important element. If they have questions about a product, you have to do your best to answer them, and you need to do it in a timely manner. This is true no matter how they contact you. Chances are good that your business is on some of the social networks. If a customer contacts you with a question or complaint there and you do not respond, they could give you a bad rating on Amazon where they bought your product.
Make sure you do everything you can to answer questions and alleviate problems as quickly as possible. This helps to keep the customer happy, and it can keep your rating higher.
Good Listings and Images
Customers who are thinking about buying will get the information they need to know about making a purchase through your description and product images. If you have a misleading or poorly worded description, the customer may end up ordering the wrong item. They may even think you were being purposefully duplicitous in the description, even if that was not the case. Honesty and clarity in your descriptions are vital. Give your customer the information he or she needs to make a buying decision.
Your images are important as well. Without a great image, customers are not likely to buy. However, those images have to be honest and they need to match the product, the same as the description does.
Negative Feedback Removal
Amazon has a system for removing certain types of feedback. In the event that the feedback, or review for that matter, contains personal information, obscenities, falsities, or personal attacks, Amazon will remove them so they do not needlessly damage your reputation.
Summary: People who are buying on Amazon from third party sellers such as your company want to make sure they are dealing with only the best companies for their own safety. They know which companies they can choose by looking at the merchant rating. The better the rating the better the company, at least in the customer’s minds. Therefore, if you hope to make more sales through Amazon, you need to keep your rating as high as possible. Great customer service, order fulfillment, and reacting quickly to issues customers might have is a great way to do that. It is possible to remove certain types of negative feedback as well.
Summary: People who are buying on Amazon from third party sellers such as your company want to make sure they are dealing with only the best companies for their own safety. They know which companies they can choose by looking at the merchant rating. The better the rating the better the company, at least in the customer’s minds. Therefore, if you hope to make more sales through Amazon, you need to keep your rating as high as possible. Great customer service, order fulfillment, and reacting quickly to issues customers might have is a great way to do that. It is possible to remove certain types of negative feedback as well.
Resource: http://www.onlinesellingexperiment.com/maintaining-a-great-amazon-seller-feedback-rating/