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PESA / ECMTA Best Practice RoundTable – Improving DSRs

PESA / ECMTA Best Practice RoundTable – Improving DSRs. Brandon Dupsky – Managing Director, Ecommerce Merchants 4/10/08 www.GoPESA.org www.ECMTA.org.

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PESA / ECMTA Best Practice RoundTable – Improving DSRs

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  1. PESA / ECMTA Best PracticeRoundTable – Improving DSRs Brandon Dupsky – Managing Director, Ecommerce Merchants 4/10/08 www.GoPESA.org www.ECMTA.org

  2. Disclaimer: Today’s call is not to debate why DSRs are good or bad. We are here today to discuss how to take what we have today and make it good for all sellers New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  3. What are DSRs and Why Important? • The DSR Challenges All Sellers Face • What to Do? New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  4. What are DSRs? New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  5. Why are DSRs Important? • Provide additional information to buyers • Provide additional information to sellers • Need 4.5 or higher for PowerSeller status • Need 4.6 or higher for FVF discounts New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  6. Why are DSRs Important? • You can get advantaged in search • S&H DSR is above 4.6 • You can get disadvantaged in search • S&H DSR is at or below 4.2 • “The kiss of death” • You can also get seller restrictions if you fall in the bottom 1% of sellers New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  7. New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  8. The DSR Dashboard (Lite): New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  9. The 1st Challenge All Sellers Face • A mixed message eBay is giving to buyers and sellers • To Buyers a 4.0 is: • “Accurate” description • “Satisfied” w/ communication • “Quick” shipping • “Reasonable” S&H • To Sellers a 4.0 is: • No PowerSeller status • No “Good Seller” discounts • No advantage in search • Seller restricted New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  10. The 2nd Challenge All Sellers Face • The mixed use of whole #’s and fractions • A buyer can only leave a DSR score of 1,2,3,4 or 5 • Sellers are being rewarded or punished for 4.0, 4.2, 4.4, 4.6, 4.8 New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  11. The 3rd Challenge All Sellers Face • Good DSR scores have less impact than bad DSR scores • A single 5 star DSR will not pull your score up far • A single 1 star DSR can kill your total DSR score New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  12. The 4th Challenge All Sellers Face • Limited to no transparency for sellers to know who, what, when, and why people leave the DSRs that they do New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  13. What to do? • Do you change your shipping policies to get the 15% discount? • Do you lower shipping and increase your sale price and your DSRs go up? • Do you focus on improving DSRs to get better results in search? New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  14. What to do? – The Very Basics • Be very accurate descriptions • Provide very satisfied communication • Ship very quickly • Be very reasonable with your S&H charges New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  15. Expectation Management • Say expected shipping time in descriptions • Clearly state shipping costs & policies • Domestic and international • Offer combined shipping where you can • Evaluate your international DSRs Setup Expectations and BEAT THEM! New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  16. But………That’s Not Enough! • YOU need to take control of the message that YOUR buyers hear about YOUR DSRs and not rely on eBay to do this for YOU New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  17. For Example: Let me introduce you to Miss Bonnie. Do you wonder why we call her Miss Bonnie? In the south this title is given to someone that you know well enough to call her by her first name, yet she has earned a title of respect, so all employees, officers, and owners address her as Miss Bonnie. So what does this mean to you? This wonderful lady with the wonderful smile is the person at Shoetime that works for you. At Shoetime Customer Service is not a department it's an Attitude. On rare occasion we are going to make a mistake, we are human too. What we do to correct the mistake is what makes us stand out from others. So instead of filing claims with paypal or ebay just email Miss Bonnie at shoetime@esavz.com or call toll free 1-888-328-1902. Even a mistake will turn into a wonderful experience. ShoetimeDavid L. Hardin Sr.Owner New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  18. For Example: • Add “5 star” messages into listing templates • Mention “5 star” service in email communications • Include “5 star” information with inserts in boxes • Leave “5 star” comments in feedback New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

  19. Have a Voice w/ eBay - Join PESA & ECMTA • Ecommerce Summit In New Orleans 4/22-4/24 • Amazing speakers, exhibitors & attendees • RoundTables & networking events • Lorrie Norrington - eBay President New Membership Save $50: http://www.ecmta.org/invite.cfm?ref=1114 Summit – 4/22 to 4/24 – Save $100: http://www.ecmta.org/ecommerce-summit-spring-2008/index.cfm?code=ECM1114

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