To get ecommerce clients for your agency, build a list from visible marketplace signals on Amazon, eBay and Shopify, then call the founder in smaller brands or the ecommerce manager in larger ones. Open with a specific observation about their store, avoid the November to Christmas peak, and book planning conversations before or after it.
Agency new business in ecommerce often runs on referrals, which come in waves. Brands are busy, founders are wary of agencies, and the trading calendar decides when anyone will listen. If you want to know how to get ecommerce clients steadily, call brands with something specific to say about their store, at a time they can think beyond this week's orders.
Who actually makes the decision at an ecommerce brand?
In small and founder-led brands the founder decides. In mid-size brands the ecommerce or digital lead runs the search and a CMO or general manager approves the retainer.
| Role | What they own | How to reach them |
|---|---|---|
| Founder or owner | Growth priorities, budget, every agency decision in small brands | Mobile or direct line, at a time they choose |
| Ecommerce manager | Store performance, channel priorities, agency briefs | Direct line, outside campaign launches |
| Head of digital | Channel strategy, current agency support | Outside reporting deadlines |
| Marketplace manager | Amazon and eBay operations, listings, marketplace advertising | Outside promotion and sale events |
| CMO or general manager in mid-size brands | Agency remit, retainer sign-off | During planning windows, through the ecommerce lead |
Many founders work from a personal mobile. Wash every list against the Do Not Call Register before calling.
When is the best time to call ecommerce brands?
Mid-morning from Tuesday to Thursday is usually the best time of day, and September to early October or late January to February are usually the best times of year. Avoid the November to Christmas peak.
In our experience brands won't change agencies mid-trading. From early November, Black Friday, Cyber Monday and Christmas take every hour, and end of financial year sales in June create a shorter crunch. Book planning conversations before peak, or after it, when brands review what went wrong. The daily pattern in our best time to cold call guide still applies.
Telemarketing calls can only be made from 9am to 8pm on weekdays and 9am to 5pm on Saturday, in the prospect's local time, with no calls on Sundays or national public holidays. This is general information, not legal advice.
How do you get past reception or customer service?
The main number at many brands goes to customer service, not a receptionist. Make it clear in the first sentence that you aren't a customer and name the area you are calling about.
- "Hi, it's Sam from (agency). I'm not calling about an order. Who looks after your Amazon store there?"
- "Could you pass a message to whoever runs ecommerce or marketing? It's about your marketplace listings."
- "Is (name) the right person for the online store, or is that the founder directly?"
Our guide on getting past the gatekeeper has more lines.
What opener works with ecommerce brands?
Lead with a specific, checkable observation about their store, then ask a question. Generic agency pitches are the call they get every week.
"Hi Tom, it's Sam from (agency). I'm calling because your range is on Amazon Australia, but only some of your best sellers are listed there, and I wanted to ask how you're thinking about the marketplace for next year. Is that something you look after, or is there a marketplace manager?"
Why it works: founders ignore generic agency pitches, but an observation about their own best sellers can be checked in seconds. It proves you've looked, and the question opens a conversation about next year's plans rather than a pitch. Your name, your employer and the business you're calling for still come first, as the rules require.
What objections will you hear from ecommerce brands?
Most objections come down to an existing agency, an in-house team or a bad past experience. Each tells you where the gap might be.
| Objection | What it usually means | What to say |
|---|---|---|
| "We already have an agency." | Some channels covered, maybe not all | "Makes sense. What do they cover, and is there anything nobody owns, like marketplaces?" |
| "We do it in-house." | A stretched team | "Who runs Amazon day to day, and how much time do they get for it?" |
| "We tried Amazon and it didn't work." | Bad setup or bad agency | "What happened? It's usually listings, pricing or stock, and each has a different fix." |
| "Send me a proposal." | Polite exit, or real interest | "Happy to, but it would be guesswork. Can we do 30 minutes first so it's specific to your range?" |
How do you follow up a "not now" from an ecommerce brand?
Note the reason and the season, then run a two-week cadence that stops before peak trading. "Not now" from a brand usually means "not until after the sale".
- Same day: a short email with the one observation you made about their store.
- Day two: connect with the founder or ecommerce manager on LinkedIn, and note any launches or sales they mention.
- Day four: call mid-morning with a second specific observation, such as a listing or channel gap.
- Day seven: email one question about their plans for the next trading peak.
- Day ten: call again mid-afternoon, and mention a launch or sale you can see coming up.
- Day fourteen: a final email offering a planning call after peak, then a CRM task for that week.
What counts as a qualified meeting with an ecommerce brand?
A qualified meeting is with the person who owns the agency decision, at a brand that sells on channels you support, with a service need and a rough timeframe. Agree it with your team before any calling.
We usually check channel presence on Amazon, eBay or Shopify, the service they need, who owns the decision, what agency support they already have and when they'd want to start. Our guide to how an outbound agency defines a qualified meeting has template wording.
Should agencies do ecommerce outbound in-house or outsource it?
Do it in-house if a founder or account director has time to call every week and enjoys it. Outsource when client delivery always wins and new business stops every time the team gets busy.
In-house calling carries your agency's voice. An outsourced team brings consistent calling and follow-up, but needs a precise brief on which brands and channels you cover. Agencies are B2B service firms, so our approach for B2B service companies applies too. See our ecommerce agency outbound page and our pricing.
How does Nousu compare?
Nousu Collective runs phone-first outbound with senior callers, all working in-house in Sydney. Pricing starts at $7,000 a month (ex GST), with the exact fee quoted after a 30-minute call. The initial term is 3 months, then rolling monthly, and first calls go out 2 weeks from sign-off. Most campaigns book about 8 qualified meetings a month once running, within a range of 6 to 20, and from month two an agreed meeting floor applies, with a credit for every meeting short. Across 218,000+ dials into Australian businesses, onshore callers booked 1.3 meetings per 100 dials against 0.3 for offshore teams, and 50% of phone-booked meetings became sales opportunities. Callers always identify themselves, their employer and the business the call is for.
Frequently asked questions
How do agencies get ecommerce clients? Many rely on referrals, which come in waves. A steadier route is outbound: build a list of brands from visible signals on Amazon, eBay and Shopify, call the founder or ecommerce manager with one specific observation about their store, and book a short planning conversation. Time it outside the November to Christmas peak.
Who should an ecommerce agency call at a brand? In small and founder-led brands, call the founder, who usually decides alone. In mid-size brands, call the ecommerce manager or head of digital, and expect a CMO or general manager to approve the retainer. If marketplaces matter, a marketplace manager may own Amazon or eBay. Confirm who signs off before booking.
What marketplace signals are useful for Amazon agency lead generation? Look for things you can see: a brand on Amazon Australia with only part of its range listed, weak listings or images, a new eBay or Amazon store, a Shopify store with no marketplace presence, or a job ad for an ecommerce or marketplace role. Treat each as a reason to ask, never as proof of need.
When should agencies avoid calling ecommerce brands? From early November to Christmas, when Black Friday, Cyber Monday and Christmas trading take over, and during big sale events such as end of financial year sales in June. Brands rarely change agencies mid-peak. The best windows are usually September and early October, and late January into February.
How do you handle "we already have an agency"? Don't criticise the incumbent. Ask what they cover and what they don't. Many brands use one agency for paid media and nobody for marketplaces, or run Amazon in-house without much time for it. A specific gap is a reason to meet. If there is no gap, ask when they next review agency support.
Can an outsourced SDR book meetings for an ecommerce agency? Yes, with a clear brief on which brands you can help and which channels you cover. Callers must give their own name, their employer and the business the call is made for, so how each call is introduced is agreed at scoping. Your team runs the discovery meeting and proposal, with call notes on each brand.
Sources
- Federal Register of Legislation, Telecommunications (Telemarketing and Research Calls) Industry Standard 2017 (calling hours, caller identification): https://www.legislation.gov.au/F2017L00323/asmade/2017-03-28/text/original/epub/OEBPS/document_1/document_1.html
- Do Not Call Register, Industry standards (calling hours): https://www.donotcall.gov.au/industry/industry-overview/industry-standards
- Do Not Call Register, Your guide to the Do Not Call Register and Australia's telemarketing rules (washing lists): https://www.donotcall.gov.au/media/1212/dncr-industry-guide.pdf
- Nousu call data: 218,000+ dials into Australian businesses, November 2024 to April 2026, published in Inside 200,000 Cold Calls.
Book a 30-minute call
Running an ecommerce or marketplace agency? Book a 30-minute call with Harry Constant, our founder, for an honest view on fit.