Cross-border e-commerce inquiry response skills and template integration

In the field of cross-border e-commerce, how to effectively respond to inquiries can not only show the company’s professional image, but also improve the success rate of transactions. This article will synthesize inquiry response techniques and templates in various situations to help foreign trade sellers better respond to different types of inquiries.

1. Take the initiative: promote your own products

When no inquiry is received, you can also proactively send emails to potential customers to promote your products. The content of the email should include a self-introduction, a link to the product list, and an invitation to collaborate.

Sample email:

Dear Sirs,

We learned from your store on Alibaba.com that you are in the market for arts and crafts.

We are ABC company, specialized in the export of arts and crafts. We attach a list of products we regularly export; you can also visit our store on Alibaba.com. Should you be interested in any of our products, please let us know and we shall be glad to give you our best quotation.

We look forward to receiving your inquiry soon.

Yours sincerely,
(your name)

2. Reply to specific inquiries

When receiving a specific product inquiry, the quotation must be listed in detail, including product name, specifications, quantity, price, payment terms and other information, and indicate that the quotation is subject to final confirmation.

Sample email:

Dear X,

Thank you for your inquiry of May 5 and we are pleased to send you our quotation for the goods you required as follows:

Commodity: Men's T-Shirt in assorted colors.
Item No.: AC.101
Quantity: 100 dozens
Size: Large (L), Medium (M), Small (S)
Price: $60 per dozen CIF Kobe
Shipment: in June, 2018
Payment: by irrevocable L/C at sight

This offer is subject to our final confirmation. If you find it acceptable, please let us have your reply as soon as possible.

Yours faithfully,
(your name)

3. Know yourself and your enemy: understand the buyer

In order to respond to inquiries more effectively, salespeople need to “know themselves and their enemies.” Understand the characteristics of your own products and the competition in the target market. You also need to research the background information of the buyer’s company.

4. Analyze inquiry types

Based on customer feedback, they can be divided into three types: useless customers, potential customers and scammers. Adopt different strategies for different types of customers.

Sample email (for potential customers):

Dear Jack,

Thank you for your kindly inquiry dated on Apr. 9th regarding the Gas Cutter Machine.

The price for Gas Cutter Machines is as follows on the term of CIF Los Angeles in USD...

All of our Gas Cutter Machines meet the American API standard and are best sellers in North America...

Looking forward to hearing from you soon. Thank you.

Best regards,
Mary Li
Sales Manager
Hangzhou Huanyu Manufacturer Co., Ltd.

5. Be well prepared

Before responding to inquiries, prepare relevant information, such as price lists, quantities, quality assurance measures, packaging details, etc., in order to respond to customer inquiries quickly and accurately.

6. First impression is important

When replying to an inquiry for the first time, in addition to thanking the customer for the inquiry, you should also introduce the company profile and product features, and respond accordingly based on the customer’s specific needs.

The above are some basic techniques and templates for replying to cross-border e-commerce inquiries. I hope they can help foreign trade workers improve their inquiry conversion rate.