At EstateSales.NET, we know buyers are eager, curious, and sometimes a little hesitant when shopping estate sales and auctions. Whether they're browsing from across the country or just down the street, they all share one thing in common... questions!
Anticipating and answering these common questions before they’re asked can make the difference between a browser and a buyer. Here are the top 5 questions buyers ask our Customer Support team, how to address them up front to build trust and boost sales.
1. “Is the item in good condition? Can I get more details about items?”
How to answer it before it’s asked:
Include clear, high-resolution photos from multiple angles, especially close-ups of wear, damage, or markings. Write an honest and detailed description that calls out any flaws, repairs, or imperfections and includes dimensions or sizes. Phrases like “in excellent vintage condition with minor surface wear” tell buyers you’re transparent.
Pro Tip: Including common items in the photo, like a ruler, soda can or dollar bill can help buyers have a visual comparison to rely on when considering an item for purchase.
2. “Where is this sale at?”
How to answer it before it’s asked:
Ensure that you have the correct sale address listed and that the map on the advertisement shows the right location. Minor changes in the street address, like putting in “drive” instead of “avenue”, or putting the city and state in the street name box can affect the map and potentially confuse buyers.
Pro Tip: Make use of the “Directions” box to state whether there are parking limitations, or if the sale location is near an easily identifiable building so buyers know where to arrive for shopping. Provide parking tips or public transport options if available.
3. “How much is shipping? Can I pickup?”
How to answer it before it’s asked:
Add shipping details to every listing if you provide this service. Clearly state if shipping is available, how much it costs, and who the carrier is. If an item is for local pickup only, list the pickup window, location, and whether help with loading is provided.
Pro Tip: Use a bullet point format in your listings:
- Local pickup in [City, State]
- Shipping available (Buyer pays shipping costs)
- Pickup dates: [Insert dates and times]
4. “Is the price negotiable?”
How to answer it before it’s asked:
Some buyers love to haggle, others don’t. If you’re open to offers, say so in your sale description or in the Terms & Conditions. Use phrases like “OBO (or best offer)” or “Willing to consider reasonable offers.” If the price is firm, literally say that the “Price is firm” to set the right expectations.
Pro Tip: The Terms & Conditions section is the best place to mention any guidelines for the sale. Acceptable forms of payment, bringing packing material, and if there will be appointments or a numbered line are all great bits of information to place in the Terms & Conditions section.
5. “Why did the seller not reply to my question?
How to answer it before it’s asked:
Potential customers will always find new questions to ask about your listing, so it is important to make yourself available to them. Make sure that the phone number you have listed on your sale and account are ones that you regularly check. In the days leading up to a sale, routinely check your email inbox and spam folder to ensure that no messages escape your attention. If at this point you’re rolling your eyes, thinking ‘I don’t have the capacity to do that’ – you must try to put yourself in the mind of the buyer. If they don’t hear back, they simply will not come, or may think poorly for no reason other than responsiveness. Expectations are high.
Pro Tip: You can delete unwanted/unneeded messages from your voicemail inbox by pressing “7” while listening to the message on a cell phone. Resource appropriately for the time of day you receive the most enquiries – even having someone reply to emails so you can take the peak period calls will really help meet the expectations of shoppers.
Transparency Builds Trust
Buyers come to EstateSales.NET looking for treasure, trust and reassurance. When you take the time to anticipate their concerns and provide clear answers in your listings, you not only reduce back-and-forth messaging, you create a smoother, more confident experience that leads to faster sales and happier customers.