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How I Answer Hundreds of Facebook Marketplace Messages Super Quickly (Customer Service Templates)

Published on: December 1 2022 by Bryan Guerra

How I Answer Hundreds of Facebook Marketplace Messages Super Quickly (Customer Service Templates)

How I Answer Hundreds of Facebook Marketplace Messages Super Quickly (Customer Service Templates)

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00:00:00 00:00:03 in today's video i'm going to cover why
00:00:01 00:00:05 it's important not just important
00:00:03 00:00:06 actually vital to have message templates
00:00:05 00:00:09 when you're doing drop shipping on
00:00:06 00:00:10 facebook marketplace because as you
00:00:09 00:00:11 scale
00:00:10 00:00:13 and you start listing hundreds and
00:00:11 00:00:14 thousands of products you'll notike that
00:00:13 00:00:16 you'll start to get overwhelmed with
00:00:14 00:00:17 customer messages right and you don't
00:00:16 00:00:19 want to ignore these people you also
00:00:17 00:00:22 don't want to be short with them but
00:00:19 00:00:23 taking time to respond to all them takes
00:00:22 00:00:26 a lot of time and it's going to add a
00:00:23 00:00:27 lot of stress to your day and that that
00:00:26 00:00:29 stress and time that you're spending on
00:00:27 00:00:30 customer messages is going to take away
00:00:29 00:00:32 from your listing or take away from your
00:00:30 00:00:34 order processing or take away from
00:00:32 00:00:36 another vital part of your business that
00:00:34 00:00:37 prevents you from scaling right and so
00:00:36 00:00:39 you either want to outsource this or you
00:00:37 00:00:41 want to make it as streamlined and easy
00:00:39 00:00:42 as possible one of the ways that you can
00:00:41 00:00:44 do that is by simply coming up with a
00:00:42 00:00:46 bunch of templated messages that you can
00:00:44 00:00:47 respond to because you'll start to
00:00:46 00:00:49 notike that like
00:00:47 00:00:52 you really get like a variation of about
00:00:49 00:00:53 five to ten questions on a regular basis
00:00:52 00:00:54 every once in a while you get like the
00:00:53 00:00:56 off question that's different and
00:00:54 00:00:58 specific but like most of the time it's
00:00:56 00:01:00 like one of five to ten questions so
00:00:58 00:01:01 what you can do and i'm gonna show you
00:01:00 00:01:03 examples of mine here you can either
00:01:01 00:01:05 take my examples and use them in your
00:01:03 00:01:06 own business to save you time or you can
00:01:05 00:01:08 you know use them as inspiration and
00:01:06 00:01:10 come up with ones that you think happen
00:01:08 00:01:11 to you on a regular basis but the
00:01:10 00:01:14 reality of the situation is if you come
00:01:11 00:01:15 up with template message responses it's
00:01:14 00:01:17 going to save you a lot of time and it's
00:01:15 00:01:18 going to take a lot of stress and a lot
00:01:17 00:01:20 of headaches out of your drop shipping
00:01:18 00:01:21 business right so let's hop over to the
00:01:20 00:01:23 computer and i'll show you some
00:01:21 00:01:25 templates so once you have a lot of
00:01:23 00:01:27 products up and you're doing a lot of
00:01:25 00:01:30 volume with orders one of the things
00:01:27 00:01:32 that you'll notike is you'll get tons of
00:01:30 00:01:34 messages okay i wake up to messages like
00:01:32 00:01:36 literally a hundred deep sometimes and
00:01:34 00:01:39 so one of the things that you can do to
00:01:36 00:01:40 help save your time obviously you know
00:01:39 00:01:42 not counting outsourcing you know
00:01:40 00:01:44 customer service to a va would be to
00:01:42 00:01:46 simply have templates and even if you do
00:01:44 00:01:48 outsource you still want to have
00:01:46 00:01:50 templates to respond to customers
00:01:48 00:01:52 because chances are like you will get
00:01:50 00:01:53 off like the like the random off
00:01:52 00:01:55 question that like you can't have a
00:01:53 00:01:57 template for for sure okay that'll
00:01:55 00:01:59 happen a lot but the majority of
00:01:57 00:02:02 questions that you'll get will typically
00:01:59 00:02:04 be one of two not one of two but one of
00:02:02 00:02:05 like a few different potential questions
00:02:04 00:02:07 that you can kind of form a template
00:02:05 00:02:10 answer for right one of the ones that
00:02:07 00:02:11 you'll see all the time that um you know
00:02:10 00:02:13 facebook literally gives you like the
00:02:11 00:02:14 template response to is like hey is this
00:02:13 00:02:15 available or do you still have this and
00:02:14 00:02:17 then you can just click the little
00:02:15 00:02:19 button that says yes this is available
00:02:17 00:02:20 but you'll also start to notike that
00:02:19 00:02:22 you'll get you know questions that are
00:02:20 00:02:24 like hey where are you can i pick this
00:02:22 00:02:26 up or like what's the lowest price or
00:02:24 00:02:27 like what are the dimensions there's a
00:02:26 00:02:29 number of different questions but
00:02:27 00:02:31 there's probably about 10 that i get on
00:02:29 00:02:33 a regular basis and so i've gone through
00:02:31 00:02:35 and outlined some simple templates that
00:02:33 00:02:37 you can use and these are literally ones
00:02:35 00:02:39 that i use in my own uh business to
00:02:37 00:02:40 respond to customers that way when i'm
00:02:39 00:02:42 going through messages like you might
00:02:40 00:02:43 not need this in the beginning when
00:02:42 00:02:45 you're only dealing with like a few
00:02:43 00:02:46 messages here and there but as you start
00:02:45 00:02:49 to scale and you have hundreds and
00:02:46 00:02:51 thousands of products it's gonna lead to
00:02:49 00:02:53 hundreds and hundreds of messages every
00:02:51 00:02:55 single day and so if you can come up
00:02:53 00:02:56 with templates it's gonna save you so
00:02:55 00:02:58 much time when you're going through uh
00:02:56 00:03:00 messages right because then you can just
00:02:58 00:03:01 copy and paste like you can go through
00:03:00 00:03:03 and click on all the ones that are
00:03:01 00:03:05 asking the same question just paste the
00:03:03 00:03:06 template answer in there
00:03:05 00:03:09 and that will really save you a lot of
00:03:06 00:03:11 time okay so first and foremost is when
00:03:09 00:03:13 somebody asks uh you know hey what's
00:03:11 00:03:15 your lowest price or you know how about
00:03:13 00:03:18 x on this if it's a little bit less than
00:03:15 00:03:20 the purchase price if you take offers
00:03:18 00:03:21 then that's up to you i don't personally
00:03:20 00:03:22 take offers because i don't really feel
00:03:21 00:03:24 like dealing with it and then checking
00:03:22 00:03:25 on the supplier to see
00:03:24 00:03:27 if i'm still profitable at that price so
00:03:25 00:03:29 i just have a policy of not taking
00:03:27 00:03:31 offers if that's you then this one works
00:03:29 00:03:33 really really well where you basically
00:03:31 00:03:35 say i can't go any lower on this i'm
00:03:33 00:03:36 sorry it's practikally a breaking even
00:03:35 00:03:37 already i only have a few left and
00:03:36 00:03:39 they've been moving fast basically what
00:03:37 00:03:41 that does is it says you're not
00:03:39 00:03:43 negotiating on this you're really sorry
00:03:41 00:03:45 about it um it's pretty close to your
00:03:43 00:03:46 breakeven price already you have a few
00:03:45 00:03:48 left and there's already demand people
00:03:46 00:03:50 are already buying them so you're not
00:03:48 00:03:52 really willing to uh wiggle on that
00:03:50 00:03:53 price okay and it's so it's a kind way
00:03:52 00:03:56 of saying that
00:03:53 00:03:58 the next one is uh basically when when
00:03:56 00:03:59 so like so when i mark something fake
00:03:58 00:04:02 shipped which is what i call it is like
00:03:59 00:04:04 if somebody orders something where the
00:04:02 00:04:06 price is a lot like maybe the price on
00:04:04 00:04:07 my supplier has raised this rarely
00:04:06 00:04:09 happens it does happen every once in a
00:04:07 00:04:12 while because i use e drop i do not use
00:04:09 00:04:14 fbm fox i don't pay to monitor my stok
00:04:12 00:04:16 levels or my prices i've covered that uh
00:04:14 00:04:18 before and and why i don't do that it's
00:04:16 00:04:20 not necessary in my opinion because i'm
00:04:18 00:04:22 i'm doing so many orders that like even
00:04:20 00:04:24 if i have those one-off orders where
00:04:22 00:04:26 like i have to process it at a loss
00:04:24 00:04:28 slightly or i have to you know market
00:04:26 00:04:30 fake shift or even cancel the order
00:04:28 00:04:32 right it doesn't hurt my overall metrics
00:04:30 00:04:35 i'm doing so much volume
00:04:32 00:04:37 but um in the some specific aspects like
00:04:35 00:04:40 if you do have an order where the the
00:04:37 00:04:42 price has skyrocketed on your uh your
00:04:40 00:04:44 suppliers website or maybe it's out of
00:04:42 00:04:45 stok or something of the source right
00:04:44 00:04:46 then what you can do is you can
00:04:45 00:04:48 obviously cancel but if you don't want
00:04:46 00:04:51 to cancel you can mark it shipped with a
00:04:48 00:04:52 fake oag tracking number okay and so
00:04:51 00:04:54 then what you want to do is you want to
00:04:52 00:04:56 wait until the customer messages you
00:04:54 00:04:57 usually they'll be like hey this is mark
00:04:56 00:05:00 deliver but i didn't get it or whatever
00:04:57 00:05:02 can you look into this and so i respond
00:05:00 00:05:03 with a template i refund them and then i
00:05:02 00:05:05 i literally send them the picture of the
00:05:03 00:05:07 refund so that they know right i
00:05:05 00:05:08 literally just say like hey somehow this
00:05:07 00:05:10 got delivered to the wrong address i'm
00:05:08 00:05:12 currently on the phone with fedex or if
00:05:10 00:05:14 you use the ups uh you know tracking
00:05:12 00:05:16 number with oa genius put ups in there
00:05:14 00:05:18 uh i'm currently on the phone with fedex
00:05:16 00:05:19 or ups trying to figure out exactly what
00:05:18 00:05:22 happened but i've gone ahead and issued
00:05:19 00:05:24 you a full refund on your order sorry
00:05:22 00:05:25 for the inconvenience right if you say
00:05:24 00:05:26 that to them
00:05:25 00:05:27 then basically what you're doing
00:05:26 00:05:29 obviously this isn't like a good
00:05:27 00:05:31 business owner move uh because you're
00:05:29 00:05:33 passing the buck to fedex and ups but
00:05:31 00:05:35 for drop shipping purposes it works very
00:05:33 00:05:38 very well because a lot of times you'll
00:05:35 00:05:40 notike like you know buyers can
00:05:38 00:05:43 understand if you like you blame ups or
00:05:40 00:05:45 usps or like um what's the other one why
00:05:43 00:05:46 can't i think of it fedex right
00:05:45 00:05:48 because like you're saying like hey i'm
00:05:46 00:05:49 willing to help you i'm taking ownership
00:05:48 00:05:51 of this by refunding you and i'll deal
00:05:49 00:05:53 with the problem even though you know
00:05:51 00:05:54 that you fake shipped this or you know
00:05:53 00:05:56 it got lost and shipped right and so
00:05:54 00:05:57 it's a really good way to kind of handle
00:05:56 00:05:59 it the buyer's gonna be like oh thank
00:05:57 00:06:01 god like you know i thought you know my
00:05:59 00:06:02 order was being marked delivered and i
00:06:01 00:06:04 was paying for something i didn't get so
00:06:02 00:06:06 they'll be relieved most of the time
00:06:04 00:06:08 okay and then you kind of just pass the
00:06:06 00:06:09 buck in a sense to the the carrier and
00:06:08 00:06:10 you're basically saying like hey they
00:06:09 00:06:13 messed it up i'm not really sure why
00:06:10 00:06:13 they sent it to the wrong
00:06:18 00:06:22 marking a lot of address fake ship will
00:06:20 00:06:23 really really help you okay
00:06:22 00:06:25 the next one is when somebody asks like
00:06:23 00:06:27 where your location is or if they can
00:06:25 00:06:29 pick it up what i basically respond with
00:06:27 00:06:30 is hey i'm in pa but i ship everywhere
00:06:29 00:06:32 you can order on the listing there
00:06:30 00:06:34 should be a buy now button and i'll ship
00:06:32 00:06:36 it to you with a tracking number that
00:06:34 00:06:37 works very very well it's a great
00:06:36 00:06:39 template okay
00:06:37 00:06:41 now this is one where if i order
00:06:39 00:06:44 something on a supplier where uh you
00:06:41 00:06:46 know the the tracking or the the item
00:06:44 00:06:48 won't be delivered within like a certain
00:06:46 00:06:49 time window and i can't and i have to
00:06:48 00:06:51 market ship because it's been within
00:06:49 00:06:54 three days uh so i have to market ship
00:06:51 00:06:56 but the uh i can't get a legitimate oag
00:06:54 00:06:58 tracking number within the time frame
00:06:56 00:07:00 right so what i'll do is i'll find a
00:06:58 00:07:01 tracking number as far out as possible
00:07:00 00:07:03 as i can find usually it's about a week
00:07:01 00:07:05 from now sometimes 10 days if you get
00:07:03 00:07:07 lucky and what i'll do is i'll mark that
00:07:05 00:07:09 my spreadsheet of like hey
00:07:07 00:07:11 this is an oag tracking number but it's
00:07:09 00:07:13 coming later and so i know when they
00:07:11 00:07:14 respond to me like hey like you know
00:07:13 00:07:16 mine says delivered but then you'll look
00:07:14 00:07:17 at your spreadsheet and it won't be one
00:07:16 00:07:18 of these where you mark the fake shift
00:07:17 00:07:20 instead it's one of these where you
00:07:18 00:07:23 marked it with an oh genius tracking
00:07:20 00:07:24 number but the the item is still in
00:07:23 00:07:27 transit right it hasn't reached them yet
00:07:24 00:07:29 and so what i'll do then because usually
00:07:27 00:07:31 this will buy you like a week or so
00:07:29 00:07:32 sometimes 10 days so until you get the
00:07:31 00:07:35 real tracking number or until you
00:07:32 00:07:37 actually get closer to the delivery date
00:07:35 00:07:38 where you can form an actual legitimate
00:07:37 00:07:41 oh a genius tracking number that will go
00:07:38 00:07:43 to that uh you know that address within
00:07:41 00:07:45 like a a more realistik time frame of
00:07:43 00:07:47 its delivery and then you can respond
00:07:45 00:07:48 with something like this right where hey
00:07:47 00:07:50 i just checked and it looks like i
00:07:48 00:07:52 accidentally input the wrong tracking
00:07:50 00:07:53 number i'm really sorry my mistake i
00:07:52 00:07:55 mixed it up with another order i've been
00:07:53 00:07:57 getting a lot of these lately yours is
00:07:55 00:07:58 expected to be delivered and then
00:07:57 00:07:59 obviously you want to put in the
00:07:58 00:08:01 delivery date there where there's
00:07:59 00:08:03 expected to be delivered or if you don't
00:08:01 00:08:05 have a delivery date there which is rare
00:08:03 00:08:06 but does happen every once in a while if
00:08:05 00:08:08 it's like a really really long time
00:08:06 00:08:09 frame a you shouldn't be selling that
00:08:08 00:08:11 product anyway because it's not worth
00:08:09 00:08:12 the headache trust me but if for
00:08:11 00:08:14 whatever reason this is like your first
00:08:12 00:08:16 or second one and you are then what you
00:08:14 00:08:18 can do is you can just delete this out
00:08:16 00:08:19 of there um and then you know don't say
00:08:18 00:08:21 yours is expected to be delivered and
00:08:19 00:08:23 then just give them the actual tracking
00:08:21 00:08:24 number or input another tracking number
00:08:23 00:08:26 in there or whatever right so this
00:08:24 00:08:27 template works really really well as
00:08:26 00:08:29 well and then you say sorry for
00:08:27 00:08:30 misunderstanding and again this person
00:08:29 00:08:32 most of the time every once in a while
00:08:30 00:08:33 you'll deal with some that's
00:08:32 00:08:35 like pissed off but like most people
00:08:33 00:08:36 when you give them one of these will be
00:08:35 00:08:38 relieved and like thank you you know i
00:08:36 00:08:40 thought i was getting uh you know
00:08:38 00:08:41 scammed or something like that same
00:08:40 00:08:42 thing with this like most people will be
00:08:41 00:08:44 relieved they'll be like oh my god thank
00:08:42 00:08:45 you like my item's still in transit
00:08:44 00:08:47 that's a relief and you give them the
00:08:45 00:08:49 real tracking number instead of them
00:08:47 00:08:50 being like pissed off that like they
00:08:49 00:08:52 thought they got an item uh that was
00:08:50 00:08:53 being delivered to them and then they
00:08:52 00:08:54 never showed up and they are at the
00:08:53 00:08:56 money right so they're going to be
00:08:54 00:08:57 relieved but again the last thing you
00:08:56 00:09:00 want to do is
00:08:57 00:09:02 is kind of respond manually to every one
00:09:00 00:09:03 of these um because if you don't have a
00:09:02 00:09:04 template it's going to take you a lot of
00:09:03 00:09:06 time it's going to take you a lot of
00:09:04 00:09:08 brain power and it's going to zap your
00:09:06 00:09:10 energy dealing with these problems
00:09:08 00:09:12 rather than if like you see one of these
00:09:10 00:09:14 problems you have a template for it then
00:09:12 00:09:15 bam just input the template right there
00:09:14 00:09:17 fix the few things to make it personal
00:09:15 00:09:19 if it's one of these things and then you
00:09:17 00:09:21 kind of you know do the customer service
00:09:19 00:09:23 after like yeah sorry like i've been
00:09:21 00:09:24 swamped lately but i made a mistake
00:09:23 00:09:26 here's your real tracking number right
00:09:24 00:09:28 it works very very very well
00:09:26 00:09:29 the next one is when people i've been
00:09:28 00:09:31 getting this question a lot so i just
00:09:29 00:09:32 actually put this one in there uh the
00:09:31 00:09:34 dimensions are listed in one of the
00:09:32 00:09:36 pictures for you hope it helps or you
00:09:34 00:09:37 can just say like the dimensions are
00:09:36 00:09:39 listed in the description for you if
00:09:37 00:09:41 they are obviously you want to check
00:09:39 00:09:42 that really fast but a lot of people
00:09:41 00:09:45 literally will ask like hey what's the
00:09:42 00:09:46 size or like how long is this or like
00:09:45 00:09:48 what's the height of the table or
00:09:46 00:09:51 literally anything random right like
00:09:48 00:09:54 that and and 99.9 percent of maybe
00:09:51 00:09:56 that's a little bit high maybe 95 of the
00:09:54 00:09:58 time the tracking or the uh the
00:09:56 00:10:00 dimensions or the size is listed in one
00:09:58 00:10:02 of the pictures for them or it's listed
00:10:00 00:10:03 in the description already okay if it's
00:10:02 00:10:05 not then obviously you want to go find
00:10:03 00:10:07 it put it in the description or put it
00:10:05 00:10:09 in one of the pictures uh so that you
00:10:07 00:10:10 can do this in the future because you
00:10:09 00:10:12 want to take the work out of it you want
00:10:10 00:10:13 to address the problem now so that you
00:10:12 00:10:15 don't have to keep responding to that
00:10:13 00:10:17 question over and over again you want to
00:10:15 00:10:18 do the work now so that you don't have
00:10:17 00:10:21 to do it in the future over and over
00:10:18 00:10:22 again right but chances are the size
00:10:21 00:10:23 will be listed somewhere the dimensions
00:10:22 00:10:25 will be listed somewhere and then you
00:10:23 00:10:26 can respond with the template like this
00:10:25 00:10:28 most people aren't checking they're
00:10:26 00:10:29 literally just just seeing it gut shot
00:10:28 00:10:31 and they're they're sending you a
00:10:29 00:10:32 message like hey what's the length of
00:10:31 00:10:34 this without even checking the
00:10:32 00:10:36 description or reading through it okay
00:10:34 00:10:37 and finally one that i also just added
00:10:36 00:10:38 um and these are just a few of the
00:10:37 00:10:40 templates that i use but these are the
00:10:38 00:10:42 main ones that i pulled up uh so this
00:10:40 00:10:44 one right here is i used to not respond
00:10:42 00:10:45 to people when they would like message
00:10:44 00:10:47 me in spanish because like i don't want
00:10:45 00:10:49 to have a conversation and keeps
00:10:47 00:10:50 translating but one thing that i notiked
00:10:49 00:10:52 like obviously is most people that speak
00:10:50 00:10:54 spanish obviously speak english as well
00:10:52 00:10:56 and so what i basically say politely is
00:10:54 00:10:57 like hey i don't speak spanish but you
00:10:56 00:10:59 can order on the listing there should be
00:10:57 00:11:00 a buy now button same thing with this
00:10:59 00:11:02 and i'll ship it to you with tracking
00:11:00 00:11:03 okay so what this basically says is like
00:11:02 00:11:05 you're not going to have a conversation
00:11:03 00:11:06 with them in spanish because what this
00:11:05 00:11:08 literally says is i can't speak spanish
00:11:06 00:11:10 i'm sorry but then you tell them how
00:11:08 00:11:12 they can go about buying it if they want
00:11:10 00:11:13 to so what that does is if their english
00:11:12 00:11:14 isn't that good they can either
00:11:13 00:11:16 translate this or they might be able to
00:11:14 00:11:17 read this and understand it chances are
00:11:16 00:11:18 they will and basically says you're not
00:11:17 00:11:19 going to have a conversation with them
00:11:18 00:11:21 in spanish because you don't speak
00:11:19 00:11:22 spanish but you're still being played
00:11:21 00:11:24 and you're telling them how they can go
00:11:22 00:11:26 about buying it okay most of the time
00:11:24 00:11:28 this this one right here won't result in
00:11:26 00:11:29 a sale but every once in a while i have
00:11:28 00:11:30 notiked that like if i'm just polite and
00:11:29 00:11:32 i say something like this somebody that
00:11:30 00:11:33 messaged me in spanish will either
00:11:32 00:11:36 respond with a question in english and
00:11:33 00:11:38 they're speaking you know fluent english
00:11:36 00:11:39 or what they will do and i don't know if
00:11:38 00:11:41 it's because i have like a spanish last
00:11:39 00:11:43 name and guerra um so that could be
00:11:41 00:11:44 something of like why people you know go
00:11:43 00:11:46 out of their way to message me a lot but
00:11:44 00:11:47 i i think that's just the thing on
00:11:46 00:11:48 facebook a lot of people speak spanish
00:11:47 00:11:51 and you know they message you that way
00:11:48 00:11:52 and that's fine um so rather than kind
00:11:51 00:11:54 of going back and forth and translating
00:11:52 00:11:55 because if you can speak fluent spanish
00:11:54 00:11:57 more power to you than communicate with
00:11:55 00:11:59 them in spanish that's obviously very
00:11:57 00:12:00 powerful but since i don't speak fluent
00:11:59 00:12:02 spanish this just makes it so much
00:12:00 00:12:05 easier and it does result in sales a lot
00:12:02 00:12:06 of the time okay so these are templates
00:12:05 00:12:08 that you can use obviously you can use
00:12:06 00:12:09 these you can mold your own um you can
00:12:08 00:12:11 come up with your own but it's going to
00:12:09 00:12:13 save you so much time making templates
00:12:11 00:12:14 because once you start to scale this
00:12:13 00:12:18 business you'll notike that you're
00:12:14 00:12:19 getting hundreds of messages a day and
00:12:18 00:12:21 those people are interested buyers
00:12:19 00:12:22 potentially you don't want to just
00:12:21 00:12:24 ignore them right you want to have
00:12:22 00:12:26 templated answers either you want to
00:12:24 00:12:27 outsource this to a va and have the va
00:12:26 00:12:29 handle it for you
00:12:27 00:12:31 or you want to have templated answers i
00:12:29 00:12:33 still do all my customer service myself
00:12:31 00:12:35 i get hundreds of messages a day it's
00:12:33 00:12:36 not that big of a headache when you have
00:12:35 00:12:38 a lot of templates like this you can
00:12:36 00:12:40 just respond to all the questions super
00:12:38 00:12:42 quickly i do it probably for like 15 20
00:12:40 00:12:44 minutes in the morning and obviously
00:12:42 00:12:46 throughout the day if i see them here
00:12:44 00:12:48 and there so hope this helps helps it's
00:12:46 00:12:49 going to save you a lot of time and
00:12:48 00:12:52 obviously save you a lot of stress and a
00:12:49 00:12:52 lot of headaches