销售梦魇，让你快速成长！Sales Nigntmare Help You Grow
外贸连 In the forum, many foreign trade newcomers ask me some problems faced in foreign trade, such as how to send development letter, how to communicate with customer, what to do if receive no reply after sending out development letter and what to do if receive no inquiry a month. Improvement takes time. Do you really understand your product? Will you turn your work from passiveness to activeness? Or have you ever checked whether you are doing right or have you ever thought about what to do?
When I was new in foreign trade, my company passed some customers to me to follow up. I was curious and thought it was challenging. Having been taught by some senior sales people, I kept sending development letter everyday, thinking how to change a more attractive email title to attract customer’s attention and looking for a suitable time for sending development letter which was easier to get customer's reply. Finally my hard work received harvest. I received a reply from a Singapore customer who was a manager of trading company, purchasing each commodity for customers in Singapore. He asked me to quote and I sent quotation to him and even arranged samples. According to the normal process, if customer asks for sample after quoting, the chance of receiving order is very big as long as the product quality is good enough.
And I was very familiar with our products and was full of confidence. So I started to wait for customer's good news.
Three days later, I sent an email to him, asking about the sample test result and in order for a smoother communication, he told me his Q*Q number. So we began our fluent Q*Q talk. The customer sent me two sample testing report which was full of testing specification and testing item. He asked me many technical problems such as the fuse temperature and magnet switch temperature which confused me a lot. I didn't even what are they. He said there lack of the AC marking in our power cord which was forbidden while exporting to his country. Then he explained a lot to me with mad. The next problem came right before I answered the first one. Helplessly, I could only ask my director for help. I sent every question of the customer and she answered me patiently. However, it seemed that my customer had endless questions which made me began to doubt whether our products had so many problems. But when I passed the question, to my director, she always answered me unhurriedly, teaching me how to explain to customer. But the customer didn't accept my explanation and said I was not professional and knew nothing about that. Then he was unsatisfied with my ignoring the seriousness of the problem.
In the following communication, as long as I replied a little slower, he would kept asking whether I understood or not in Q*Q and then came the "teaching words". After all other problems settled down, he was entangled in the power cord marking problem, saying that it was lack of AC marking which was different from the certificate report. So we asked our engineers and they said that it was not a problem and the supplier didn't provide it. The customer kept asking me the solution in Q*Q for this problem. His Q*Q became my "nightmare". Later, the director found I was so scared about the customer so she helped talked with him for me. Finally, the customer placed an order to us.
If I haven't met this customer, I might only know our products on the surface knowledge but it is lucky for me to meet him. I think that during communicating with customers, sales people should fully understand their products and be confident to them. Do not be worried when facing customer's query and do not think that these are the technical problems which should be answered by engineers, but we, the sales people should have full understanding of our products then we could show our profession and confidence to our customers and assure them buy from us. That's why a famous marketing professor once said it is not product that you sell to customer but you yourself.
越是难应付的客户越能锻炼自己 要是没有那么多专业的买家 那么多专业的问题 也许自己就只能原地踏步
thanks for sharing with us