“甜言蜜语”求客户要样品 Make Samples Wanted with Sweet Words
虽然客户同意了给机会我们改良样板并再次寄送测试。但客户却要求说如果测试不通过就需要我们支付检测费用。我再次惊呆了，这如何是好？当时跟客户周旋了一段时间后，最后客户也没怎么表态。最后我就飚出一句："Your trust means much to me! If sample not pass, I will lose your trust and a good customer, it's a largest lose for me! How can I bear the test fee more? For me,really a double lose, my dear friend." 客户可能也体谅到我的难处，也明白了我们为他们改良的用心，感觉到了我们对他们的重视，最终客户还是同意了免除我们的样板检测费同。
外贸连 After months of modifying of the samples, today I (Donna) finally send the modified samples of products to the customer according to his requirements for retesting.
1. Convince the customers to accept the samples for quality testing.
I have known this customer for long. When I was new in the company, my boss appreciated my strong passion and arranged me to follow up with the Malaysian market with a large number of Chinese, and I have been following up with this customer ever since I worked at the company. When I introduced our products to him at the beginning, he always turned me down by making all kinds of excuses, saying that they didn't need our products yet.
But I checked their company's website and realized that actually our products confirmed with their purchasing requirements. So I must try to convince the customer to get our samples for testing. One day I called the customer and asked about how things were going on with him at life and work without mentioning particularly our corporation, and then naturally I led the topic to sales and asked if they planned to purchase. The customer was also a shrewd person and he knew what I was getting to, so he replied by saying something like "your prices are too high" (he rejected our products gently but directly). He explained that their best-selling product A was about 1 or 2 dollars cheaper than our products and it was made from material that was even better than ours.
But of course I myself am a smart salesperson. I immediately stressed the good quality of our products and told him we are original manufacturing for many famous brands' badged-products to ensure him of our strength and the advantageous quality of our products. Judged by the tone of the customer I sensed that he was still uninterested, and I understood that he must think that I was just boasting. Then I got a flash of wit and I told him I could offer him two samples with different material for testing so that he could compared our products' quality with theirs, and if he should still insisted in using the better material we could do so for them too. I confessed that I was thinking from their standpoint and wanted them to have the best products at a most reasonable price, and that if the goods would sell well and they could make many profits, we would also be very delighted, because we were looking for good customer to build long-term relationship with. And then the customer felt that I was sincere and finally agreed to take our samples for testing.
2. Convince the customer to take the modified products for retesting.
I sent the samples to the customer as soon as they are finished from the factory. When their testing report came out I was shocked. I didn't expect that they wouldn't accept some small problems over the products' settings. I was so worried. If the customer didn't trust in the quality of our products then things would get so difficult. I didn't give up and called the customer every day, saying all the sweet words to win back his heart. And finally he compromised and agreed to give us another chance to modify the products before sending them.
3. Persuade the customer not to charge us for the testing of the samples.
Although the customer agreed to receive and retest our modified products, he required that if the test failed again we would need to pay for the testing. I was shocked again. What should I do? After negotiating for a while the customer didn't take a clearcut stand, and then I gathered courage and said: "Your trust means much to me! If samples do not pass, I will lose your trust and a good customer. It's a largest lose for me! How can I bear the test fee after that? For me, it would be really a double lose, my dear friend." Maybe the customer felt sympathy for me and felt our sincerity of modifying the samples for them and realized that we really thought highly of them, so he agreed not to charge us for the testing.
After such a long term of communication I am really glad and I really appreciate the customer for being so nice and so tolerant. And this experience proves that sweet words do help us capture customers' hearts.
I have heard so many stories of salespeople being cheated for samples, and I never hear that they convince the customers to take the samples. Good for you Donna! You are so courageous. I think I should learn to say some sweet words too.