Good communication can build a foundation for trust and cooperation, while effective customer relationship management can promote the long-term development of business. This article will share the experience of foreign trade communication and customer relationship management to help practitioners better understand and apply it.
1. Thank customers for their orders
On platforms such as Alibaba, it is common for customers to place orders on their own. In order to show courtesy and attention, you must thank customers for their orders in a timely manner, which is also an important part of the opening remarks.
2. Use pictures, videos and texts
When communicating with customers, try to use a combination of pictures, videos and texts as much as possible, which will help customers understand better, especially when your native language is not English, you need to express it clearly in a variety of ways.
3. Learn from colleagues’ experience
When you have used too much of your own experience, you can learn from your colleagues’ experience. For example, you can refer to your colleagues’ communication methods, especially the concise and effective response methods when dealing with customers.
4. Think independently and respect customers
While learning from colleagues’ experience, you must also maintain independent thinking. The most important thing is to respect customers and put their needs first.
5. Insist on timely response
Whether it is an inquiry or a customer’s question, you must respond in time. Customers will have a good impression of you because of your quick response and may become future partners.
6. Provide detailed quotations
In communication, you must provide detailed quotations, including product prices, freight, etc., which will help customers make decisions.
7. Give discounts flexibly
For customers with needs, you can give appropriate discounts, but there must be conditions, such as placing an order on the same day, and there must be reasonable reasons.
8. Pay attention to verbal quotations and confirm them with quotation forms
After the verbal quotation, you must confirm it with the quotation form to ensure that both parties have a clear understanding of the price.
9. Insist on reporting RFQ
Even if there is no deal for the time being, you must insist on reporting RFQ, because this may become an opportunity for future cooperation.
10. Give customers more choices
When quoting freight, try to give customers more choices so that customers can feel your care and respect.
11. Provide multiple payment methods
In terms of payment methods, you should also be flexible and diverse to meet the different needs of customers, which will help facilitate transactions.
12. Take every inquiry seriously
No matter where the inquiry comes from, you should take it seriously, which is an important manifestation of professionalism.
13. Be patient and honest
During the negotiation process, you should be patient and honest, and constantly answer customers’ questions. This is the key to building trust.
14. Build a good reputation and word of mouth
Build a good reputation and word of mouth through honest and professional services, which is the foundation for long-term development.
15. Provide professional product suggestions
Based on customer needs, provide professional product suggestions to let customers feel your professional knowledge and experience.
16. Pay attention to customers’ personalized needs
Every customer has his or her own personalized needs. Pay attention to and respond in a timely manner to win the trust and support of customers.
17. Provide as much information as possible
In communication, provide as much information as possible to let customers feel your professionalism and thoughtfulness.
18. Be brave to take responsibility when encountering problems
When problems arise, be brave to take responsibility and communicate solutions with customers in a timely manner to ensure the smooth progress of orders.
The above experience sharing of foreign trade communication and customer relationship management hopes to be inspiring and helpful to foreign trade practitioners. In daily work, we must pay attention to details, constantly learn and improve ourselves to improve our professional level, win customer trust, and promote the long-term development of the business.