Foreign trade people should pay attention to everything in their communication with customers, give priority to customers, and provide customers with perfect and thoughtful services as much as possible. Many partners working in the foreign trade industry will encounter many problems. Difficulties and obstacles in work sometimes affect our own behavioral decisions and thinking direction. At this time, it is better for foreign trade people to jump out of the closed circle and try to solve the problem in another way. If foreign trade people really receive complaints from customers, saying that there is a problem with the products we sell, how should our foreign trade people solve it? When there is a problem with the product, how should foreign trade people follow up with customers?
First of all, when our foreign trade sales staff receive customer complaints about product quality problems, we should classify the problems according to different situations and design corresponding treatment methods.
1. How should foreign trade salesmen deal with when customers clearly raise product quality issues.
When foreign trade sales staff receive complaint information initiated by customers, they should immediately contact the customer and ask the customer to feedback the detailed information of the current product to our foreign trade sales staff or contact our company’s after-sales department. Foreign trade sales staff should ask customers for pictures, videos or tests of the current products to analyze the simple causes of product problems. If you can roughly judge the responsible party of the product problem among the supplier or the customer, you can first conduct a simple negotiation with the customer, ask the customer what operations they did before the product problem occurred, and contact the supplier’s after-sales department at the same time to deeply analyze the cause of the product problem.
2. How to follow up with customers after problems occur in products sold by foreign trade people?
A weak foreign trade salesman rarely has the opportunity to obtain stable and high-quality customers in this industry. Foreign trade salesmen must serve customers as much as possible.
When customers complain to foreign trade salespeople that there is a problem with the product, we should clearly understand the motivation of the customer’s complaint. In the foreign trade industry, customers undoubtedly have two ideas about complaints about products sold by foreign trade salespeople. One is to ask foreign trade salespeople to make corresponding compensation, and the other is to ask foreign trade salespeople to give some discounts in future product sales.
If it is the first case, our foreign trade salespeople should contact the supplier in time and ask the customer to issue a quality guarantee. If the product is still within the warranty period, we can ask the supplier to provide repair services to the customer, but the product itself is not cost-effective for repair, then we can discuss with the customer and give the customer some financial compensation, or directly compensate the customer with a new product. If foreign trade sales staff encounter the second situation, we can also try to let customers provide feedback. Because customers usually do not provide compensation for product problems, usually because the product has passed the warranty period. Although there is no problem with the product, it does not meet the customer’s psychological expectations. After fully communicating with the customer, try to respect the customer’s opinions and give the customer some purchase discounts appropriately, which will help stabilize the customer’s heart to continue to cooperate with us.
The above are all the opinions shared in this article. I hope it can help foreign trade personnel who have product problems to better follow up with customers. When there is a problem with the products sold by our foreign trade personnel, we must actively contact the customer so that we can take the initiative in the next work.