How can foreign traders respond to enquiries efficiently? Let your response rate skyrocket by 50%
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It has been the goal pursued by many foreign traders to promote order transactions through inquiry. However, in the inquiry section, we often encounter multiple problems. Today, we conduct a comprehensive analysis on inquiry analysis and customer identification. And specifically to share with you how to efficiently reply to the inquiry ~

First, determine the buyer's motivation to send inquiries

Buyers are roughly divided into the following types:

1. Clear purpose type:

This kind of customer is really a kind of need, which can be seen through the content of their inquiry, if the question is more specific, such as product style, color, function, packaging, certification, specific parameters, delivery date, The number of orders, etc., can be seen that such customers are highly sincere.

2. Potential customers:

A. Some customers have suppliers, want to add more suppliers, or work with the original suppliers, and want to change one supplier, so send inquiries to find the right suppliers.

B. Some customers have previously imported goods from other markets. I heard that Chinese goods are cheap and good, so they ask for information on the price of goods.

C. Some customers have no time at hand, but know the market situation in advance to prepare for the unexpected.

D. Some of them are a big seller in the country. They need to find a good OEM factory in China to help him with OEM production. Therefore, please check the inquiry.

E, some dealer products are very complicated, see what products make money, so ask the disk to collect some of the products you want.

3. No clear target type:

Some buyers have just entered the business, and I don't know what products are good in China. Therefore, the extensive collection of information is only for product prices and pictures.

4, garbage type:

A. Some customers don't really want to do business, just want to get one or two free samples.

B. Some are in the name of the inquiring disk. It seems that you want to do business with you. In fact, you are lied to help him with the invitation letter.

C, some enquiries, you are directed to a website to log in, the goal is to lie to your account and so on.

Understand the purpose and intention of the customer inquiry, you know why we replied to the customer, but some guests do not reply to you!

Second, distinguish the identity of the buyer

Why are some buyers contacted a few times and there is no sound? There is also the customer has been in contact, is not to place an order, what is this, this has to start from the customer's customer identity.

We know that people have different personalities. When they talk about business, their concerns are different. The big boss and the small boss are different in their business. The starting point is different from the starting point of the boss. Therefore, the buyer’s identity is different and the order is processed. The price, the order speed is different, mainly can be divided into the following categories:

1, Retailer (Retailer)

The general order is small, but the order frequency is fast, and the goods are urgent. The main focus is on the price and delivery time. Of course, the quality is also needed. They generally do not pay much attention to the strength of the seller, the company's research and development capabilities, etc., I feel that you are still professional, communication is smooth, reliable, orders are generally very fast. Most of the current online users are such customers. When doing foreign trade in the past, such customers encountered the most. From receiving the inquiry to receiving the TT payment, the order was usually placed within three or five days, and it was messed up for up to half a month.

2. Trader (Trader)

More sensitive to price, many have a purchasing office in a certain city in China, and are quite familiar with the Chinese market, so they will find many suppliers to choose competitive sellers, so sometimes they have been talking for a long time, but may not choose you. Maybe it's your communication problem, maybe it's your price problem, and you may be listed as a potential supplier. They usually have orders in their hands. Generally, they will have an order for half a month to one month.

3. OEM importer

The quality requirements are higher, because you help them produce, and then sell their brands in the local sales, of course, the quality is strict, the general amount is large, the order is stable, mainly concerned about your company's R&D capabilities, factory scale, quality Standards, product certification, after-sales service, etc.

In the past, our company was made up of such importers. It expanded from a small factory of more than 30 people to a factory of 1,500 people in less than two years, and 70% of the orders came from this customer.

4, supermarket chain (supermarket)

Similar to Wal-Mart, Carrefour and other supermarket chains, the general volume is large, the cycle is long, and you will not place an order online. The online is only the link of the initial contact, but also through the screening process, the interview and the investigation, and finally the order can be placed. If you are lucky, you have to get it for three months to six months.

Understand the identity of the customer, we know why some customers are "only wind, not rain".

Third, the main points of the inquiry

In the past, the inquiry was classified, but what are we based on, and how do we judge it? Generally from these three aspects:

1. Content of inquiry

When receiving an inquiry, it is judged whether the customer has a real order, an order size, and the demand is urgent. It can be seen through the contents of the inquiry or one or two communication. Mainly from these aspects:

A, the mail title: can reflect the buyer's careful, courtesy, but also can be seen whether he is a group of enquiries, or sent to you alone.

B. Product Name: If you mention the specific product model, function, technical parameters, color, packaging and other details, the guests are very sincere.

C. Order quantity: If you ask about the MOQ and the price, in general, the customer's starting order is not large, but there should be a clear need.

D. Product Certification: The customer is very concerned about the product certification. If there is any certification that has been submitted by him, the customer may go to the supermarket or other channels, and the order quantity should be good.

E, key components or functions: Explain that customers have a clear need, just looking for a good supplier.

F. Delivery time: If the customer explicitly asks for the delivery time and payment method, it can be seen that there is a real order, and it may be a bit urgent.

Through the clues of the mail, we can judge the psychological state of some guests. The original sales are to understand a little psychology. I remember that Dan also said a sentence: "A person who is missing in his heart will pay attention to him." Of course, except for "the content is Outside the king, you can also analyze it in other aspects.

2, the customer's contact information

A. Company name: If you want to further determine a company, you can check it online. Generally, there will be results. If you can't find it online, it means that the company may just start, or it may not pay much attention to e-commerce.

B. Contact number: If the telephone and fax are both a number, it can reflect that the company is small, generally a large company, fax and telephone will be different.

C, office address: the company's address is clearly written, including several numbers, it can be seen that this formal company tried to check through the google map, you can see the size of the company.

D. Website information: Generally speaking, the formal company will use the enterprise mailbox, unless he does not want you to know, you can know the customer through the enterprise email or website. This is a good way to judge the strength of the company and the product. Scope, sales channels, etc.

3. Inquiry IP address

Generally, the inquiries received from the Alibaba website have an IP address. Http://whois.webmasterhome.cn can be used to determine which country the e-mail customer came from. For example, some customers say it is in the United States, but it was originally found in a country in Africa.

Fourth, how to handle the inquiry

In the previous analysis, the truth and falsehood of the enquiry, the purpose of the analysis is to better communicate with the customer, to achieve targeted, not to do more with half. How to deal with these enquiries after analysis, mainly from these aspects:

1, la-level inquiry:

For the newcomers to foreign trade, you can use this to practice English writing. After all, the English writing of foreigners is good. But don't hold any hope.

2, no clear target type:

You can create a template for replying, and when you send it, you can change it and send it out. It doesn't take up your time.

Of course, such customers still have a little hope, because we still can't fully understand their intentions. Some customers may have just made a purchase. They don't know how to write emails and exchanges, so they are very casual. I have done business with Indian customers several times, and I feel that this customer is not reliable, but after several communication, the customer actually gave me an order.

3. Potential customers:

A, multi-lead questions and communication, to understand customer information, you can ask their MSN, skype number and so on.

B. In the process of communication, it is necessary to reflect professionalism and patience. They may have orders within two or three months. It is possible that they will have orders after half a year to prepare for a protracted war.

C, regular care:

You can create a file, collect the customer information that has not been sold, send them some promotional emails every once in a while, tell them the price of the current product, there is no special price. On the one hand, it will leave a deep impression, on the other hand, use the interests to drive customers.

When using the fake festival, send some blessings to the greeting card and blessings, and use the "love" to impress your customers. The hearts of the people are long and fleshy. You are sincere to the customer, the customer can feel it, and the foreigner will vote for you. Take the peach and report it to Li."

4. Targeted type:

A, the first time to reply, but not immediately reply, can be handled according to the time difference of the country, divided time. It is best to respond to customers within 24 hours. For example, if you open your mailbox in the morning and receive a French enquiry, you can reply to the customer at 14:00 pm.

B. To answer the questions raised by the customers, we must make an accurate answer, giving people a sense of efficiency and professionalism.

C. In response, we must reflect the strength and sincerity of the company, so that customers feel reliable and practical cooperation with this company.

5. How to improve the response rate of the inquiry?

Responding to the customer's email is very important in the first one, just like giving the first impression. Sometimes it is “appearing”, many buyers are filtering the responding object based on your first reply email, so For us, it is very important. The following points should be noted:

1. Professionalism of reply:

When you reply to the e-mail, do you really know your product and have a clear understanding of the product parameters, functions, certifications, programs, etc., if a salesman is unfamiliar with the product, how can you trust the customer? You, no one is willing to give his body to an intern to treat, the customer is the same mentality.

2, manufacturing "bright spots":

If there are no outstanding highlights in the reply email, how can you impress the guests in many mail piles? Foreigners like to be professional and personalized. Just like the draft, different things can be left for others. Impression of Shenzhen. You can roughly pay attention to these aspects:

A. Company introduction: When introducing the company, you can “l(fā)ight up” the company's scale, participation, well-known customers, research and development capabilities, and certification. These are all aspects that allow guests to add points to you.

B. Professional quotation: According to the previous analysis, customers in different countries and different identities have different price sensitivities. Therefore, the quotation should be treated in a specific situation, and personalized quotations should be given according to the order quantity, delivery time, season, and trade terms. Of course, there must be room for quotation.

C, clear picture: If the customer wants pictures, it must be clearer pictures, and more than a few different directions, "a good picture is a silent salesperson", but pay attention to the size of the picture, convenient for customers to browse and receive.

D. Set the signature file: Make your company's address, phone number, MSN, website, email, company logo a signature file, which is highly professional. This is a place that many salesmen overlook. With this alone, customers can leave a different impression. Foreigners are new and tired, and pursue personalization.

3, pay attention to courtesy

A, format specification: Many people ignore the font size, format arrangement, etc. in an email, which is like a person dressing, not paying attention to the overall image, random matching, will give a bad impression, the same email does not consider The feeling of the viewer, the guests will be disgusted.

B, the theme is clear: If you do not pay attention to the title of the reply mail, it will lead the customer to think that it is spam, always delete, available: company name + for product name.

C, 4C principles

What a businessman pays attention to is efficiency. If it is written like "lazy mother-in-law" is long and smelly, it is equivalent to murdering money, so it is necessary to be concise and clear. In addition, the mail cannot be mistaken in words and grammar.

D, tone and courtesy: Do business with "healthy wealth", the so-called friends first to do business, the tone should not be too blunt, learn to use some imperative sentences to express euphemism, and also pay attention to the title, after all, some customers are very concerned about . For those who can't satisfy the customer's needs, don't refuse it and don't talk about it. Instead, express your intentions or give customers an unsatisfied explanation.

How to deal with customers

1. Do your homework more and let your clients do less homework.

For the sake of customers, "the customer is anxious, think what the customer thinks", the customer will believe you, rely on you, will last long-term cooperation with you, because foreign labor costs are high, customers are sometimes busy, or some customers like to do business Enjoy life, if you help him solve a lot of unnecessary trouble, he will think that you are very reliable.

2, customer mail, is a very good free teacher

You can completely judge from the customer's mail that the customer is a newbie, or a veteran, personality, etc., the so-called "text is like a person", and then "teaching students according to their aptitude" to give customers some replies, let him feel that you communicate with you "smelly like".

3, learn to empathize

We say that analysis is for better communication. When you know the identity and purpose of the customer, you can learn from the perspective of the customer, so that communication with the customer will be smooth. We sometimes don't understand customers very much, and they secretly ask them to ask too much, too strict, just because you don't understand customers and don't think about it.

4, win in service, win in the details

Every time the order is obtained, it is the reward that you pay for your own heart. Only when you put the customer in your heart, you can serve the customer with care. You can control it at every stage. You are better than others. Of course, your The return is also quite rich.

The foreign trade business is a challenging and interesting job. Every day, the inquiry, inquiry, and follow-up are a repetitive and long-term process. You insist on it. In the case of the inquiry, you only need to grasp the correct method. With the effect of “doing more with less,” I feel that foreign trade is a very interesting thing, because you are dealing with people from different countries in the world, sublimating yourself and enriching yourself in an order. Of course, it is a very interesting job. . (Source: e-store e-commerce interpretation)