If the visiting overseas customer is an old customer, the previous business experience and experience have enabled our reception staff to have a certain understanding of his personality characteristics, interests and preferences, the communication and exchanges between the two sides will be smoother, and the key points, key points and precautions of the reception work will be relatively clear. But if the overseas customer is determined to visit, and is a new customer, how should the cross-border e-commerce salesperson do a good job of reception?
1. The first impression is the foundation
For the visit of new overseas customers, it is very important to leave a good and deep first impression. Studies have shown that when strangers meet, they can form impressions and understand each other within the first seven seconds. Many silent communications, including conscious or unconscious eye contact, facial expressions and demeanor, gestures and other body language, speed and tone of voice, etc., will convey and express real information, intentions and feelings, and bring a series of emotional reactions. For the first visit of overseas customers, let them have a pleasant foreign experience and experience, and form a good first impression, which is not only conducive to the conclusion of the transaction, but also can lay a solid foundation for future cooperation.
2. Efficient communication is the key
In the Internet age, online communication and exchange are very common, fast and convenient. Online communication and exchange in cross-border e-commerce business is the main way. Even though Internet calls, emails and other methods have the characteristics of low cost and high efficiency, which can make up for the impact of time differences to a certain extent, face-to-face communication and exchange are often more effective. By asking timely questions to obtain information, understand what the customer’s real needs are, whether there are requirements for the scale of the partner, etc., these targeted information will increase the success rate of cooperation. As the saying goes, “seeing is believing”. Through expressions, voices and body language, etc., the trust and understanding of both parties in cross-cultural transactions will be enhanced.
3. Process specifications are the core
Standardized processes can simplify complex and trivial cross-border e-commerce business transactions, and more importantly, they can demonstrate the high professionalism and dedication of the reception party. When overseas customers visit for the first time, it is very necessary to formulate a detailed, standardized and easy-to-operate reception process. On the one hand, a detailed and standardized reception process can make every staff member involved in the reception work clear at a glance, with clear responsibilities and easy implementation. For novice salesmen in the field of cross-border e-commerce, it can effectively make up for the problem of insufficient business experience. On the other hand, according to the detailed and easy-to-implement reception process, communicating and confirming with overseas customers one by one can also help overseas customers eliminate tension and anxiety to a large extent, and the two parties to the transaction can enhance mutual trust in a relaxed atmosphere and promote the smooth conclusion of the transaction.
4. Execution details are everything
Details determine success or failure. High professionalism and dedication are usually reflected in those seemingly trivial things and details. The reception of overseas customers seems to be simple and easy to do, and it is a commonplace link, but in fact, it should not be taken lightly. There is a lot of knowledge here, and it often requires careful observation. Only by continuous learning and practice can you do it well.
Really stand in the perspective of overseas customers, think about it from their perspective, and think about what your mentality would be if you were a guest visiting for the first time? What would you worry about? What might you be interested in? What do you expect from the host? Do your homework as early as possible, understand the customer, rehearse in advance, consider carefully, respect the other party everywhere, and win the favor of the customer in the details, so that you can be targeted and accurate in the reception.