Building trust before the salePosted on
Does your website represent your values and commitment to your business?
Nothing elicits trust more than a professional looking website. If your website looks a mess a customer is not going to trust that your online shop is a serious and reputable business.
Clear delivery times.
Offer a variety of delivery options and make it clear when a customer should expect to receive their order. Providing delivery tracking numbers is standard practice and is expected as a basic requirement by many online shoppers.
Simple returns policy.
Every order that you receive is based on trust. Make your returns policy simple to understand and easy to find. Consider automating the return procedure to make it easy for your customers to return items using their website account.
Ensure your business address is on your website. It’s often a good idea to feature it in the footer of your website. A customer is likely to feel more comfortable conducting a transaction with an online shop that also has a physical address listed.
Your online shop may only be a part time venture to begin with but it’s imperative that a customer has the ability to contact someone that can answer any questions. Make sure the phone is always answered or a message responded to within the course of the day.
A wide range of products not only improves your online search visibility but also projects the image of an established, reputable shop.
Visible stock quantity
Include ‘In-Stock’ / ‘Out of Stock’ message on your product pages. If you have the capability you could also show stock quantities. There’s nothing more disappointing than ordering an item and then receiving a call or email telling you it’s out of stock.
It should be mentioned than many of the above are required under UK distance selling laws.
For more information see ‘Online and distance selling for businesses’