There are many ways a customer may reach out to an Amazon seller. If a shopper needs answers regarding a specific product, a customer may ask an Amazon seller a question through the Customer Questions and Answers section. But what exactly is the purpose of the customer Q&A section?
In this blog post, I will define what the Customer Questions and Answers section is and Amazon’s guidelines about it.
I will also show you a step-by-step guide on how to ask a seller a question and how sellers can find and answer their questions to make sure they don’t miss any inquiries from their customers.
Be sure to read until the end, as I will show you how sellers can benefit from customers’ questions and how they can optimize the Q&A section to increase sales, how to create Amazon listing better, and improve their performance.
What is Customer Questions and Answers?
On every Amazon product listing, there’s a question and answer section where customers can ask questions about a seller’s product before they decide to purchase it. This section allows sellers to connect with their customers by answering their questions.
All questions must be related to the product on the listing. For instance, if the item is a camera, common questions could be about the quality of the pictures in low light or how many pixels it is. All posts under this section must be a question or an answer to any questions that have been posted.
Amazon can remove any questions or answers that are related to the following:
- Customer service
- Delivery or shipping
- Any information about the order
- Availability of the product
- Anything that does not comply with Amazon’s community guidelines
How Can Customers Ask Amazon Seller a Question?
On a Product Listing
The Customer Questions and Answers section can be found when you scroll down below. You can find a section where it says Have a question? Search for answers, and customers can type in their questions and see if other people have asked the same thing before.
Check all the possible answers and see if someone has answered them before.
Alternatively, they can also ask their own question if they don’t find any answers by clicking on Post your question. When a customer asks a new question, the seller will get a notification.
It will include the customer’s question, product name, and who asked the question, then sellers can answer it.
Through a Message
Now, let’s move on to how customers can ask a seller by sending a message and how to reply to Amazon messages.
- On your Amazon account, go to Orders.
- Click on Contact Seller.
- Type in your questions to the seller and click on submit.
Amazon will then forward the message to the seller’s email. Both the email addresses of the seller and customer are hidden. This way, the seller and customer can protect their identity. A seller can answer the customer’s message by responding to the email.
It’s not only the customer who can send sellers a message. A seller can also initiate a message to the customer through Seller Central.
How Can Amazon Sellers Answer Customers’ Questions?
There are several ways a customer can contact a seller regarding a product or their orders. Below, I’ll show you how customers can ask Amazon seller a question and how sellers can answer them.
Sellers can answer a customer’s questions on a product listing by clicking on the “See all questions and Answers” section. They can click on “Unanswered Questions” and choose the questions they want to answer.
As mentioned earlier, both the seller and other customers can answer a question. Once a question is answered, Amazon will mark the answered questions if they were answered by the manufacturer or seller so that customers can identify the difference.
How Sellers Can Maximize the Questions & Answers Section on Their Amazon Listing
Here are some ways sellers can maximize the use of the Questions and Answers section to help with their Amazon listing optimization and more.
Indexing for More Keywords
One way to optimize the questions and answers section is by stuffing your answer with the right keywords for indexing. However, your answer must still make sense and not just reply with keywords. So, for example, you’re selling a pack of thread, and one customer asked about the colors included.
You can include in your answers the different colors included that are not mentioned anywhere on the title, bullets, or product description. So, for instance, a customer was searching for a blue thread.
By answering the question with relevant keywords, Amazon will index your listing to someone who might be searching for the blue thread.
Adding Video Replies to Increase Conversions
Another way to maximize the use of the questions and answers section is through video replies to help increase your conversion rate. By answering customer questions, it gives them confidence that you are there to give them answers.
One of the reasons why people purchase a product is when they get answers to their questions. If you don’t give them answers, they will move on to the next seller who also sells the same product.
If that seller was able to answer their question, there’s a big chance that they will buy the product from them. When this happens, you lose not only the chance of a sale but a customer as well.
We all know how your Amazon product video can help with your listing, and aside from answering your questions by text, you can also use video replies. According to Amazon, customers find video replies more helpful than text alone.
With video replies, you can convey a different kind of message to the customer. Aside from answering their question, you can compare your products to your competitors, which will help them decide instantly.
Learning From Your Audience
The question and answer section is a great way to learn from your audience or customer. By analyzing the questions in this section, you get to identify which part of your listing you need to improve because you’ll gain a better understanding of what they are looking for while browsing on Amazon.
Aside from that, you know how you can improve your product to create a better version of it.
By asking an Amazon seller a question, both the seller and customer can gain from it. Customers can get answers about the product and help them decide if it’s the best for them, and sellers can use it to improve their listings and products as well.
So, make it a habit to answer customers’ questions right away and use it as an opportunity to index your other keywords. Are you taking advantage of the questions and answers section too? Please share your other tips in the comments section below so we can all learn from each other.
Interested in learning more about Amazon FBA? Read my article on the Amazon FBA guide, and you can also enroll in my Amazon FBA course to better understand how FBA works and how you can succeed on Amazon.