In the realm of foreign trade, encountering various issues is inevitable. One common challenge is the lack of response from customers after they receive samples. In this blog post, we'll explore real-world scenarios and provide practical solutions to address such situations.
Case 1: Q: Why is the customer not responding after receiving the samples?
A: Non-response from customers can stem from various reasons, such as ongoing confirmation processes, canceled orders, changes in procurement plans, or, in the worst case, placing the order with another supplier. Consistent follow-up and communication are essential to understanding the situation.
Case 2: Q: A customer from Pakistan requests samples but refuses to pay for shipping, citing quality testing. How to handle this?
A: If the provided address is that of inspection agencies like BV or SGS in Pakistan, where the product is to be sent directly to the laboratory, covering the shipping cost is acceptable. However, if the products are shipped to the customer's company, the customer should provide a collect account for shipping charges.
Case 3: Q: As a trading company venturing into exporting fur products, seeking a market analysis report and evaluation steps. How to proceed?
A: The essence of a successful supply chain lies in understanding the "soft three dollars," meaning the price difference between production cost and the final consumer price. Focus on adding value within this margin. Additionally, conduct a comprehensive study based on your specific circumstances.
Case 4: Q: A client previously handled by a departed colleague is not getting responses during the transition. How to follow up?
A: Call the client, inform them of the transition, express your willingness to assist, and invite them for a meeting. Summarize these points in a formal email for documentation and resend.
Case 5: Q: Promising discussions with potential clients at a trade fair, but no response to follow-up emails. What to do?
A: It's normal; continue following up with patience. If there's still no response, consider making a follow-up phone call to understand the situation.
Case 6: Q: Factory delays delivery due to product issues. How to communicate with the customer?
A: Apologize sincerely, avoid excessive explanations, and assure the customer that efforts will be made to resolve the issue, even considering expedited shipping if necessary.
Case 7: Q: A Georgian customer claims our prices are high after placing an order. How to handle this?
A: Continue negotiations until a mutual agreement is reached, then provide a revised Proforma Invoice reflecting the agreed terms.
Case 8: Q: Customer perceives us as inexperienced and unprofessional. How to address this?
A: Take this feedback seriously, invest time in mastering product knowledge, improve communication skills, and demonstrate professionalism in all aspects of the business to regain the customer's trust.
Note: Source from the internet, subject to removal upon request.