Hi Wendy! Sorry for a late reply, we were away from computer a bit.
As we started recently we didn't have any big orders. But we experienced how important is to reply quick on message on potential order. That is how we got our first sale on Etsy. We replied within 5 minutes. After that we are trying to have Etsy conversation on mobile whenever possible.
As regards your question on discounts, we can only offer our opinion. Your key chains seems to have low price, so try to calculate as precise as possible your costs of production, and see if there is a room for small price reduction.
We suggest you to ask the same question in Etsy success team, where is a larger concentration of experienced sellers.
https://www.etsy.com/teams/5002/etsy-successGood luck!