Start with the basics your customer needs to know
Before a customer sends an enquiry, they should be able to see the key details of your store in one place. That means your products, prices, areas you deliver to, payment choices and how orders are handled. When this information is easy to find, people ask better questions and waste less time on back-and-forth messages.
A good enquiry starts with a clear product name, the size or quantity, and whether the item is in stock. If you sell from Soweto, Johannesburg or serve customers in Durban, Cape Town, Pretoria or Gqeberha, it also helps to show which areas you cover for delivery or collection. People often message with only half the detail, so your pages should answer the common questions first.
- What is the product called?
- How much does it cost?
- What size, colour or quantity is available?
- Can the order be paid online or by transfer?
- Is delivery available in the customer area?
Set up a pricing page that cuts out confusion
Many enquiries are really pricing questions. A clean pricing page can reduce repeated messages and make it easier for a customer to decide. Keep the layout simple and list each item with its price, pack size and any differences between options. If you sell loose items, bundles or mixed packs, show that clearly too.
When prices change often, update the page as soon as possible so customers do not work from old information. If a product has a special price for bulk buying or a different rate for delivery, explain that in plain language. Avoid long paragraphs and keep the wording direct, so people can compare items quickly.
- Use clear item names and quantities
- Show whether the price is per item, packet or carton
- Separate delivery fees from product prices
- Make special notes easy to spot
- Check spelling and numbers before publishing
Make WhatsApp orders easy to read and act on
WhatsApp is a familiar channel for many customers, especially informal traders and home businesses. If you set up WhatsApp ordering on your store, keep the instruction short and practical. Tell people what details to send, such as product name, quantity, suburb and preferred collection or delivery option. That way messages arrive with the information you need from the start.
It also helps to use a simple order format on the page. Customers often copy what they see, so one good example can improve the quality of future enquiries. If a customer is unsure about stock, ask them to include a photo of the item or the exact product name from your catalogue. This reduces misunderstandings and saves time on small orders.
- Product name
- Quantity needed
- Customer area or suburb
- Delivery or collection choice
- Any special request, such as colour or pack size
Tell shoppers how payment and delivery work
People usually ask follow-up questions when they cannot see how payment and delivery happen. A short payment section should list the methods you accept and when payment is needed. If you use electronic transfer, card payment or another standard method, say so plainly. If you prefer payment before dispatch, that should be stated clearly to avoid confusion later.
Your delivery page should explain where you send orders, whether you use local delivery drivers or customer collection, and how addresses should be shared. For traders in coastal cities like Durban and Cape Town, it may help to mention delivery times can vary with traffic, weather and distance. If your service area is limited, be honest about it so customers know what to expect.
For any tax or legal questions about payments, invoices or trading rules, check with SARS or a qualified adviser.
Guide customers on the photos and details they should send
Good product photos make enquiries easier because customers can see what they are asking about. Encourage them to send clear pictures in good light, without clutter in the background. If you are helping a trader upload items, show them how to photograph one product at a time and include the front, back and any size markings where needed.
It is also useful to request the exact details that matter for the item type. For clothing, that may be size and colour. For household goods, it may be model type, pack count or dimensions in metres or centimetres. For food items, the pack weight or count is often the detail customers need most. A sharp photo plus the right details usually leads to a better enquiry.
- Take photos in daylight or bright indoor light
- Show one item clearly, not a pile
- Include the full product name
- Add size, colour or quantity where needed
- Check that the photo matches the price shown
Use a short checklist before the enquiry is sent
A simple checklist helps customers ask better questions and helps you answer in a neat, organised way. This is useful for spaza shops, home businesses and traders who handle many small orders through the day. If the enquiry includes all the basics, it is easier to confirm stock, give a price and guide the customer on the next step.
Before a message is sent, the customer should check that the enquiry includes the product name, quantity, area, payment method and delivery or collection choice. If they are asking about more than one item, each item should be listed separately so nothing gets missed. A short note like this can save a lot of time, especially when messages come in from different towns and suburbs.
- Have I named the exact product?
- Have I added the quantity or pack size?
- Have I included my area or suburb?
- Have I asked about payment and delivery?
- Have I attached a clear photo if needed?
