Product reviews are so important for your Amazon FBA business. I’m going to explain you how I increased my ongoing product reviews by nearly 400% and how I received virtually zero negative feedback.
All right, so I use Sales Backer, and it’s a software that does automated followup for every single sale that is made on Amazon. You can configure when to send the messages out. If you’re not using an automated feedback program, you really need to, because it’s really going to increase the amount of reviews that you get. Just because you have one doesn’t mean you’re going to get a lot of reviews. You have to have the right templates. You have to say the right things in order to evoke that feedback. Now, I use a system called Sales Backer. I’m going to put a link in the description below, and I’m also going to give you all the templates. It’ll be free. You can download them from a link in the description below, as well.
I’m in my Sales Backer. First thing is you can tell Sales Backer when you want to send these messages. Here’s my first message, so message trigger. Send this email to a buyer one day after the order’s been delivered. If this person has left a seller feedback already, so if they purchased the item and then they got the item and right away, they left a seller feedback less than three stars, then I’m not going to send them any other communication.
Here’s what I send. I say the buyer first name, so let’s just say John, so, “John, did your garlic press arrive? 10-second favor to ask.” I’m asking them just do, everybody wants to do you a favor. I always just put in a 10-second favor, and it really only takes 10 seconds, and then I go into the email. “Hello, John. Looks like you received your garlic press. I’m a small business and receiving customer feedback has a huge impact on my business. I would love it if you could tell Amazon how I did as a seller,” and then in parentheses, “Was the item as described?”
I give them an option. With Sales Backer, you can put in these tags where you see here. Here’s an asterisk and then brackets and then seller feedback link. It’ll automatically put in the right seller feedback link or contact link or product name or the buyer’s first name. I say, “I’m happy – leave seller feedback,” or I give them an option, “I have questions or concerns. Contact the seller,” which contacts me. I say, “If you have any questions or concerns, please contact me and I’ll take care of you. I check for questions multiple times a day. Thanks so much. Sincerely, Ryan Morse.” That’s sent one day after the item has been delivered.
The next message I send is I ask for product feedback, so I’m asking for seller feedback. Here’s the reason why I always ask for seller feedback first. 90% of the time, I’d even say 95% of the time, if you ask somebody for feedback, a consumer or user on Amazon doesn’t know the difference between seller feedback and product feedback. Seller feedback is on your account. Was the item as described? Did you ship it on time? Were any questions answered? Then, product feedback, of course, is was it a good quality product.
Now, they don’t know the difference in that, so if they’re going to end up leaving a negative product review, they’re going to do that in the seller feedback section. If you leave a product review in the seller feedback section, Amazon has a policy where you cannot leave a product review. I know. That’s why I ask for seller feedback first, because if they say, “Wow, this garlic press didn’t work and it’s horrible and I’m never going to buy one again,” and it’s a one star review, I can go to Amazon, contact their support, and file a customer feedback removal request and say that there is a product review in the seller feedback, and they remove it right away. Sometimes they won’t remove it right away, and then you follow up with them, but I’ve had a lot of them removed.
If somebody has a left review for the product for whatever reason, it could be the wrong size, people will leave negative feedback for really any reasons, like wrong size or it doesn’t fit and one star. It’s like, “Well, you know we have other sizes, right?” It really doesn’t matter. You want to set yourself up to win in that situation, so you always ask for seller feedback first, and you gauge how the customer is. If the customer is positive, then we ask for product review. If the customer is negative, we don’t send any more followups, because we don’t want to get a negative seller feedback and a negative product review. Best case scenario is if they are going to leave a negative product review, they do it in the seller feedback section. We get it removed, and that’s the end of the story and we just move on.
Here’s the next part of the sequence. Now, notice I send this to the buyer two days after the order’s been delivered, so I send it the next day. Then, there’s this exception here, except when the seller has left seller feedback of three stars or less. If they’ve left seller feedback three stars or less, we don’t want to send anymore followups to them. Here’s what the email says. “How’s your garlic press, John?” I always put their name in the subject line just because when you see your name, you’re just more inclined to open it.
Then, I say, “Five second favor.” The first email I said, “10 second favor.” In case they didn’t see it, then I just want to say, “Five second favor.” So, “Hey John, would you be able to leave me a quick product review? It only takes five seconds. Receiving product reviews has a huge impact on my small business.” I want them to know that I’m a small business, that this has a really big impact on what I’m doing. “If you don’t love your product, I’ll give you a refund. It’s that simple,” and I will. I give anybody a refund if they don’t like the product or they contact me first, because I never want a negative review. I also give them the option. I say, “Yes, I’m happy. Leave a product review,” or I say, “I’m not happy. Give me a refund,” and that will come to me as an email that’ll contact me. “Thanks for taking the time. I really appreciate it. Sincerely, Ryan Morse.”
Now, that was sent two days after the item has been delivered, and then I have a third and final followup. I just say, “Hey John.” Actually, let’s just back up for one second. This is sent four days after the item was delivered. It says, “Hey John, just wanted to personally follow up with you and make sure you are enjoying your garlic press. Reviews are the lifeblood of my family business, so if you like your product, I would love if you would if you would give me a review. If you don’t, please let me know and I’ll make things right.” I put a link to the product review and I say, “Thanks, Ryan.” If you notice, at the bottom of my email, I say, “Sent from an iPhone.” Just puts a little personal touch on it to make it seem like you’re manually typing this message from your iPhone.
This is sent four days afterwards, and then I’m done. I send a three part sequence. The first part is asking for seller feedback, and I try to weed out anybody who’s going to leave a negative review, and then I go right into asking for a product review two days after the item has been delivered, and then I do another followup four days after. If you’re tracking your conversion rate on how many sales you get versus how many product reviews you get, with this sequence, I’m getting around an 8%, a little better than 8% for seller feedback and 6% for product reviews. Before I implemented this process, I was getting around 2-3%, so it’s had a huge impact. Over time, this will get you a lot more reviews.
Again, this is available in the link in the description below, both a link to Sales Backer if you want to use that. It has a 30 day free trial, and then also my template, my followup sequence. Just click on that link and you’ll get that. Also included below is a link to my Facebook group. Go ahead and join that group. We talk a lot about Amazon FBA. If you want to ask any questions, I look at that all the time. I try to answer as many questions as I can.