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 How To
Write An Effective FAQ Page
by: David Coyne
Websites that have multiple
pages usually have a Frequently Asked Questions (FAQ)page. There are
several good reasons why you should have one.
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An FAQ clears out any
confusion your prospect might have about buying product. Remember, a
confused mind always says no.
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It lets a prospect grab
key information quickly.
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It creates a positive
impression with your prospect because you’re acknowledging that their
time is precious and they want answers quickly.
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An FAQ saves you time.
The more answers you provide at your website, the less customer emails
you’ll get asking the same questions over and over.
Before you write an FAQ, do
some research. Think about your favourite websites and formulate some
questions you might ask about their products or services.
Now surf to those websites
and review their FAQ pages. Were you able to find answers to your
question quickly? Or did you have to scroll or click through pages to
find what you were looking for? Were the questions separated into
logical categories or were they put in random order?
This should give you an
idea of the “do’s” and “dont’s” of creating an FAQ.
Another valuable research
technique is to ask good friends or customers to give you feedback on
your products or service. What questions popped into their minds when
they visited your website. (You might offer a small gift or discount to
your customers in exchange for feedback.)
After getting everyone’s
comments, assemble the questions and group by category. For example,
questions about how quickly you ship products would be under your
“Shipping” category, etc.
Write your FAQ in a
“Question & Answer” format.
Organize the questions in
each category so the most important questions appear near the top.
Create a “Table of
Contents” at the top of your FAQ page and put the most asked questions
here.
Hyperlink them so your
customer just has to click to get to the answer. Or hyperlink your
categories at the top of the page.
Here’s a few more tips:
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Keep your FAQ updated.
Are the answers still relevant? Review monthly.
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Keep your questions and
answers concise. No more than a paragraph. If the question requires a
long, detailed answer, have a link to a separate webpage.
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Don’t create your FAQ as
a file that a prospect has to download to read. Most people won’t
bother, and they’ll leave your site frustrated.
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Include info and links at
the bottom of each FAQ page so that a prospect can contact you if they
still have unanswered questions.
About The Author
David Coyne is a marketing consultant and online entrepreneur.
Visit his website and get the FREE e-book “Marketing Secrets Of
The Ages.” You can sell this e-book to customers and keep 100% of
the profits. |
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