The guiding communication link of cross-border e-commerce B2B inquiries should pay special attention to following the 5C principle, as shown in Figure 3-13, namely Complete, Confirm, Concise, Courtesy, and Correct.
1. Complete
In guiding communication, the salesperson should try to effectively respond to each question that the customer is concerned about. You can use numbers 1, 2, 3, Firstly, Secondarily, Finally, Regarding, With reference to About, One side, The other side and other expressions to list the questions that the customer is concerned about one by one, and then respond to them one by one.
2. Confirm
If Complete emphasizes the complete answer to the questions raised by the customer and answers the doubts of the customer, then Confirm means to confirm with the customer whether you have any questions (need the customer to clarify or explain to you). In the previous case, the salesperson raised questions about the invitation letter, which was actually a confirmation to the customer.
3. ConciseConcise means that the language expression should be as concise as possible. If you can use one sentence, don’t use two sentences. Although the conciseness of the language does not affect the customer’s understanding of the inquiry, it can affect the customer’s judgment of the quality of the salesperson.
4. Courtesy
In the previous case, the salesperson wrote: “I’m sorry. My reply caused you some confusion.”
This is a very polite performance and can leave a good impression on the customer.
5. Correct
Try not to make spelling mistakes and grammatical errors when replying. Text errors will make customers doubt the quality of the salesperson himself and affect the company’s image in the minds of customers.