The Frequently Asked Questions (FAQ) page is an important and necessary component of any web site. Web shoppers have come to expect these on every site they visit. If you’re starting a web-based business (home business or otherwise), this presents a bit of a dilemma. If you’re just starting out, you obviously haven’t yet had time to collect a group of true frequently asked questions yet, so you’re left to improvise.
Improvising is OK, but too often people will make a FAQ that ends up sounding like a sales page. Or they might improvise some questions that they think sound good, but are really of no interest to their potential customers. These kinds of FAQ pages run the risk of alienating your site visitors.
Here are some tried and true ‘frequently asked questions’ that can be used with just about any website that sells products of some kind.
What is your Return Policy? – You’ll probably have a return policy page elsewhere on your site, but your site visitors may read your FAQ first. You can post this question and then post a link to your return policy page.
How quickly can you ship? – Web shoppers will want to know of any shipping constraints. For example, if their order must be placed by noon to be shipped out that day, this is a place to state that. Or if you can’t ship on weekends or holidays, state this as well.
Do you ship internationally? – This is a question you can count on. Be prepared to answer up as to which countries you will ship to and post them here. If you can’t ship outside the country you’re in, state that here.
What are your payment options? – This is a common question and even though you might have Visa and MasterCard logos on your page, this is a good place to list out the forms of payment you accept.
Do you offer bulk or military discounts? – Expect to get this question, so you might as well have an answer prepared for it.
Do you sell to government organizations? – If you sell products that could potentially be purchased by government organizations, expect to get this question. Government organizations may include federal and state, but often include county and local governments as well.
Do you sell refurbished or used items? – In certain markets (especially electronics) there is a concern among consumers that they might be buying something refurbished or ‘Refurbs’ as they’re more commonly known. If you don’t sell these kinds of items, state that. Or if you do sell those kinds of items, this is the place to assure your customers that refurbs or used items will be clearly designated.
In addition to these, there might be questions relating specifically to the industry or line of products you’re selling. A good way to discover what these questions might be is to review the FAQ pages of your competing sites. Don’t copy them of course, but reviewing your competition is a great way to find out what your customers are looking for.
— Happy FAQ’s!