How to Answer Questions Before They’re Asked

May 22, 2008 · Filed Under Customer Service · 2 Comments

Do you provide your Web site’s visitors with a frequently-asked questions area?

This information is just as important as the gift baskets you create. The answers provide prospective clients with a comfort zone, letting them know in advance that their order will be handled with care and that you’ll respond to them in a timely manner.

I created a frequently-asked questions area for this site as I found myself responding to similar questions about starting a gift basket business, how to select products, and other important basics.

What do site visitors and customers ask? Put yourself in their shoes. If you were buying a gift basket for the first time, what would be your concerns? That’s what you consider when creating your own FAQ page.

These questions help get you started.

What are your hours of operation?

Do you ship to other countries?

Can I pick up the basket if I’m in the area?

Will you make a custom order if I want something that’s not shown on your site?

Can I exchange one product in a basket for another?

Also include questions that haven’t been asked but will give visitors ordering ideas that they haven’t considered.

What type of non-basket gifts do you make?

I’m a meeting planner. What types of gifts and baskets do you create for conventions?

How do you handle orders that are to be delivered discreetly?

Add a portion of your FAQs to a brochure for mailing to prospects and with deliveries.

The more information you provide, the easier the order process becomes for the person who found your site.