The questions customers keep asking before they buy

If you answer the same question in every enquiry, write it down. It might belong somewhere customers can find it before they contact you.

Do you deliver to their area? Can they order a small quantity? Will someone help after the work is finished?

Notice what people need to decide

Imagine someone comparing suppliers. One describes its range. Another also explains delivery areas, minimum orders, and how to open an account. The second gives that buyer more information to assess whether the business is a fit.

Your customers will have their own questions. Look through recent emails and note what comes up on calls. Pay attention to questions people hesitate to ask, especially about pricing or what happens if something goes wrong.

Answer the question where it comes up

Delivery information belongs near the products. An explanation of your process can sit alongside the service. Some questions fit an FAQ, but every answer does not need to live at the bottom of a page.

Use the wording you would use in a customer reply. If the answer depends on their situation, explain what you need to know.

Let the sales conversation help you edit

Ask whoever handles enquiries which answers take the most explaining. They may know about an important condition that the website leaves out, or a phrase that customers regularly misunderstand.

For example, a service described as custom may leave someone unsure whether their small request is welcome. Explaining the kinds of work you take on can help them decide whether to ask.

After updating a page, notice whether new enquiries arrive with the same unanswered question. If they do, check whether the answer is easy to find and says what people need to know. Publishing it once does not guarantee that it is clear.