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January 20, 2025 15 mins

Creating an FAQ page is essential for reducing repetitive customer inquiries, building trust, and boosting sales. This episode provides actionable steps for establishing an effective FAQ section on your website, covering vital topics from commonly asked questions to platform-specific guidelines and promotional strategies.

• Creating an FAQ page reduces repetitive inquiries for business owners  
• FAQ pages build customer trust and confidence  
• Recommended categories for FAQs include product details, shipping, processing, and returns  
• Step-by-step guide for setting up FAQ pages on e-commerce platforms  
• Importance of making the FAQ page accessible for customers  
• The long-term benefits of having an organized FAQ system  
• Challenge to listeners to create an FAQ page with top questions  

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Transcript

Episode Transcript

Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:02):
Welcome back to another episode of Turn Down the
Hustle Challenge series.
In this series we are tacklingactionable steps every Monday,
so I'm just giving you one thingto focus on for the week to
move that needle forward in yourbusiness without burning
yourself out.
Today we are continuing ourautomation journey by focusing

(00:23):
on creating an FAQ page for yourwebsite.

Speaker 2 (00:27):
You're listening to Turn Down the Hustle, the
podcast dedicated totransforming how you run your
creative online t-shirt businessby working smarter, not harder,
so you can spend more time withyour why, people and passions
that matter most in your life.
So throw on your favoritegraphic tee and turn up the heat
press that matter most in yourlife.
So throw on your favoritegraphic tee and turn up the heat
press, because it's time toturn down the hustle.
Here's your host digitalmarketer, cold brew lover,

(00:50):
t-shirt maker, freckled hypegirl and owner of Sunkist
Virtual Assistant, amy.

Speaker 1 (00:59):
Now FAQs, aka frequently asked questions, are
one of the most underrated toolsfor reducing repetitive asked
questions are one of the mostunderrated tools for reducing
repetitive customer questions,saving you time, but also
building customer trust.
If you have ever been stuckanswering questions about the
same things, like shipping orsizes or customization or how to

(01:22):
host a tea party for thehundredth time, this episode is
for you.
Not only does an FAQ page saveyou time, but it can also reduce
friction for your customers,leading to faster purchases.
Who doesn't like that?
And remember, all of thesechallenges and more are pulled
directly from my product joborganizer.

(01:43):
If you're looking to stay aheadof your calendar with detailed
strategies like this, then Irecommend you search product
drop organizer on my website andcome join the club.
So why create an FAQ page?
The first thing it does is itreduces repetitive customer
inquiries.
No more answering how long isyour turnaround time 10 times a

(02:04):
day, right?
Your FAQ page is there toanswer questions on autopilot so
you can focus on fulfillingorders and creating designs.
Next, it builds trust andcredibility.
When potential customers arevisiting your site, that
well-crafted FAQ page shows themthat you've literally thought

(02:24):
of everything, and maybe it'llgive them some reassurance,
knowing their questions areanswered up front.
Next, it reduces cartabandonment.
Faqs address some of thehesitations that your buyers may
have, and it could be so greatthat maybe they stop checking
out because maybe they're notsure.

(02:45):
Like wait, what is theprocessing time?
Think of your FAQs kind of likethat silent salesperson but
working 24-7 where you can'tanswer all their questions.
You have built a landing pagethat can answer it for them and,
lastly, it will save you time.
Who doesn't love that?
And, lastly, it will save youtime.
Who doesn't love that?
Automation isn't just in youremail or social media.

(03:08):
An FAQ page is the perfect wayto let your website do the work
for you, and we really want tokeep customers on our website
Moving on.
What FAQs should you, as abusiness owner, answer?
The obvious one is what is myturnaround time?
But then you might be stucklike I don't know any other

(03:29):
questions beyond that.
Well, first, what you can do togenerate unique FAQs for your
business is take note whatquestions are you constantly
answering?
What questions are you gettingvia your inbox?
That's a great place to start,but if you don't have any of
those notes, I can help you outhere.
So the first category would beproduct specific FAQs.

(03:50):
So what materials are yourt-shirts made from?
Do you focus solely on onebrand?
Can you give them a backgroundon what goes into the shirts?
Where do you source your shirtsfrom?
Not necessarily the company,but maybe the country, because
that really matters to some ofyour customers.
Are your t-shirts pre-shrunk ortrue to size?

(04:13):
That is 100% something I lookfor on our website.
Now that I'm in the t-shirtindustry, I truly understand
like cotton and pre-shrunkcotton and things like that.
So I am absolutely looking forthat information before I order
so I know how to order.
Like my size.
Also, do you offer plus sizeoptions?

(04:33):
Is that an option?
And then also, do you offerkids tees?
What printing method do you use?
Some customers do get into thenitty gritty.
They're like oh, is that ascreen print shirt or is that

(04:56):
no-transcript?
They may also ask can I requestcustom designs?
Do you take custom orders?
That is a great thing to answerin your FAQs and then you can
redirect them to maybe a Googleform to take a custom order, all
without ever having to engagewith the customer.
The next category of FAQs wouldbe order and processing FAQs.

(05:17):
The obvious one what is yourturnaround time?
But also you can answer do youtake rush orders?
Is there an additional fee?
How can they expect to trackthe order?
This has happened multipletimes and I don't know why I've
never addressed this one in anFAQ.
But what happens if I enter thewrong shipping address?

(05:39):
And along those lines I wouldput what happens if the customer
makes a mistake on the order?
How are you going to handle it?
Or what happens if you make amistake on the order?
How do you want your customerto handle it?
Those are good things to answerahead of time.
And if you're driving right nowor your pen's running out of
ink trying to keep a list of allthis stuff, don't worry, I'll

(06:01):
put all of these questions inthe show notes.
So all you have to do is justcopy and paste these FAQs into a
blog which I'll tell you how todo at the end of this episode
and just start answering them.
The next category would beshipping FAQs.
Do you offer internationalshipping?
Some of you do, some of youdon't, and make sure this is
configured in your website too,if you do want to allow for

(06:23):
international orders.
How much does shipping cost?
How do you configure yourshipping?
Is it by weight?
Is it flat rate?
Do you offer free shipping at acertain point?
Also, how long does shippingtake, which that would be a good
plug for Typically these arethe average, I guess, days that

(06:43):
it takes different with thesedifferent methods, but I cannot
guarantee shipping by a certaindate and things like that.
Next, do you offer freeshipping for book orders over a
certain amount?
The next category return andexchanges.
So what is your return policy?
Do you accept exchanges if thesize doesn't fit?
How are you going to answerthat one?

(07:03):
If you do offer returns, howcan they initiate a return?
Can I return custom orpersonalized items?
How are you going to handlethat?
And I'm just going to pause andput a plug in right here If you
figure out all of these itemsahead of time, or the answers to
these questions, it's going tomake your running your business

(07:25):
a lot more clear and you'regoing to have more structure.
Versus, do I let this personreturn a custom item?
Okay, yeah, I'll let themreturn it.
And then the next person wantsto return a custom item.
You're like, oh, I really don'twant to do that.
Well, you made an exception onthe first customer.
So maybe you should make anexception again.
Right, If you have your FAQs,you're certain to define your

(07:46):
business, set your morals, yourleft and rights.
It's a lot easier for you tomake decisions and remove the
emotion.
Okay, next section of FAQs careinstructions.
How should I wash my t-shirts tomaintain the design?
If your customers are takingcare of their shirts and you had
a good quality press, I've hadshirts where the design outlost,

(08:08):
the shirt when you get allthose little fuzzies on it and
it's just starting to, you know,erode as a shirt Like.
I've had shirts for like six,seven years, but the design is
just fine.
Can they iron the designs?
Is that what you wouldrecommend?
Spoiler alert no Heats used toadhere and heats used to remove.
Do not iron the design.

(08:29):
Are your shirts safe to bleach?
That's a good thing to addressas well.
And then, like a miscellaneouscategory would be, how can they
contact you?
You can link to your contactpage.
Do you have a storefront or areyou online only?
Are you seen at vendor events?
That would be a good plug to doas well.
Do you offer gift cards?
Great link to just link to agift card purchase on that one.

(08:52):
Do you run any seasonal orpromotional sales.
That one, unless you like.
You have a staple huge sale forthe year.
You could throw that in there,but I probably wouldn't give
them a full list of mypromotional calendar for the
year in an FAQ.
Now that we have all thequestions we're going to answer,
it's time to get building basedon the platform you may have.

(09:13):
So I'm going to walk youthrough Shopify, Square and Wix
and how to set them up.
Starting off first with Shopify, you're going to go to your
Shopify admin dashboard and thenfind where it says online store
and I want you to select pages.
Then select add page and nameit FAQ or frequently asked

(09:35):
questions, and then you can addall of your questions and
answers there.
You can use headers, too, tomake the text like stand out
more like h2 and h3 to separateeach question so it's easier to
read.
Make sure you save it and thenpublish your page.
If you want your FAQ page tostick out to your customers

(09:58):
versus like them having tosearch for it, you can add your
FAQ page to your main navigationby going to online store
navigation and add the page toyour menu.
This can either be your headermenu or your footer menu.
The footer menu is a good placeas well.
If you are a Square user,you're going to log into your
Square Online dashboard,navigate to website, then pages,

(10:20):
click add page.
Then you're going to choose theblank page template.
Of course.
Name your page FAQ and thenyou'll find the text editor to
format your questions and all ofyour answers.
Finally, of course, save yourchanges and make sure it's
visible on your navigation menu.
Make sure it's visible on yournavigation menu.

(10:45):
Okay, next, Wix Open up your Wixeditor, click add and then page
and name it FAQ.
Use the Wix feature to drag anddrop editor to add a text box
for your questions and answers.
And if you want a more polishedlook, think about using one of
Wix's pre-made FAQ sectionsunder Add and then Apps.
That's a good option there.
Save and then publish that pageand then, like the others, make

(11:07):
sure you link the FAQ page toyour site's navigation menu For
Google Sites if you've taken myGoogle Sites course before and
you're running a free websiteright now and enjoying that my
Google Sites course before andyou're running a free website
right now and enjoying that,open your Google Sites dashboard
, create a new page under pagesand you can name it FAQ.

(11:28):
Just like I taught you in thecourse, I also like to create
Google Docs and embed them, soyou can create a FAQ Google Doc
and embed that into your GoogleSite.
All right, so we've answeredthe questions.
We've built the FAQ page, so welove it, right?
And now all of our customershave all of their questions
answered and they're never goingto ask you a question again,
right, Probably not.
Well, that would be nice, butthen we wouldn't have a business
as part of it engaging with ourcustomers.

(11:50):
But those softball questionshopefully we're not spending
time answering, but we have tomake sure our customers know
where to find these questions.
That FAQ page isn't helpful ifno one knows it exists.
So here are a few ways thatyour audience can find it.
I want you to include a link inyour auto-reply messages to

(12:12):
this FAQ page, so you might needto go back to tweak that meta
auto-response or that emailauto-response that we talked
about in episode 31 and 32 tolink that FAQ page that you now
have.
Also, I want you to add a callto action on your social media.
You can let them know bycreating a reel or a story
saying I've answered all of yourtop burning questions on my

(12:33):
website, so kind of like aheader or a hook to get them to
click that and that is a goodone that you can schedule, like
probably once a month, to remindthem about your FAQs.
Also, in your email footer,like on your email marketing,
you can include a link to yourFAQ page and all of your emails.
We talked about this, but makesure it's visible on your

(12:55):
homepage, whether you want it inyour top navigation or maybe in
the footer.
The footer might be the betterplace for it.
If you put it in your Facebookgroup, you can also pin a post
with a link to your FAQs foreasy access.
However, in next week's episodewe're going to be talking about
FAQs as rules and I'm going towalk you through how to do that

(13:16):
so you can hang off on theFacebook group page.
For now, I highly recommend youbuild these FAQs.
I know it's going to take time,but it will really save you
time in the long run.
It will help you because youcould save hours potentially
each week answering repetitivequestions and you can just focus
on the tasks that are actuallygenerating revenue in your

(13:36):
business.
If you do skip this challengeand decide not to create an FAQ
page, you're probably going tospend more time responding to
repeat questions.
You're going to riskfrustrating customers who can't
find answers quickly andpotentially lose sales from
customers bouncing off yourwebsite.
Faqs are more than just aconvenience.
They are time-saving,trust-building and a sales

(14:00):
driving machine for your t-shirtbusiness.
And the best part is, oncethey're done, they work for you
24-7 and you don't even have topay anyone.
So here's your Turn Down theHustle challenge for this week
Create an FAQ page for yourwebsite.
It does not need to be perfect,Just start by answering.
Create an FAQ page for yourwebsite.
It does not need to be perfect,Just start by answering, let's

(14:24):
say, the top five questions yourcustomers always ask, either
from data you've collected orpick five from my list.
If you want more structure inyour business, like this
challenge, I've already mappedout tons of other ideas like
this in the product joborganizer.
I'd love to take the guessworkout of planning your t-shirt
business.
Head to wwwsunkissvacom.
Forward slash pdo to join theclub.

(14:45):
Let's automate smart and sellsmarter.
Advertise With Us

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