Some customers on cross-border e-commerce platforms are buyers. They hope to find some cheap and good-quality best-selling products through trading platforms such as AliExpress and resell them to their own countries and regions. For such customers, customer service staff should carefully analyze their needs. When making a quotation, comprehensively consider information such as commodity cost, market demand, quality, competition, etc., and make a reasonable quotation to the customer. In addition, while considering the benefits obtained according to the quotation, it is also necessary to consider whether the quotation can be accepted by the other party, that is, whether the quotation can be successful.
Generally speaking, because the amount of bulk purchases is relatively large, customer service staff need to communicate with customers many times. In this process, bargaining with customers will be involved. Bargaining refers to the behavior of requiring the quoting party to re-quote and change the quotation to a general quotation after one party quotes. Bargaining is generally divided into comprehensive bargaining and targeted bargaining.
Counter-offer means that one party proposes its own price conditions based on the other party’s quotation and its own negotiation goals. In other words, after one party makes the first quotation, the other party makes a reactive quotation. When counter-offering with customers, customer service staff should pay attention to finding out why the other party makes such an offer, that is, to find out the other party’s real expectations and understand how to satisfy the other party, while also ensuring the interests of the company. At this stage, we need to do the following.
(1) Check the entire content of the other party’s quotation, inquire about the reasons and basis for such an offer, and how much flexibility there is in various major transaction conditions.
(2) Pay attention to listening to the other party’s explanation and response, do not subjectively speculate on the other party’s motives and intentions, and do not speak for others.
(3) Write down the other party’s response, but do not comment on it, and avoid getting too deeply involved in a specific issue too early. The purpose is to spread the negotiation surface wider.