What should we pay attention to when receiving foreign trade customers?

From four aspects: (1) humanistic care; (2) after-sales support; (3) quality supervision; (D) Professional consultation and humanistic care

1) The customer came to our factory with a cold and kept coughing. We'll go to the Hong Kong store to buy medicine at once. As a result, the customer really worked after drinking.

Therefore, it is necessary for the company to have a spare medicine box.

2) My client arrived in China one day earlier, because his wife didn't buy a plane ticket, so we came to see his wife with him the next day and bought beautiful flowers. His wife loved it.

3) When we meet customers at the exhibition, we will take photos together, make photos and give them to customers with beautiful photo frames as gifts.

4) Send some China tourism consultation or beautiful holiday photos that you have been to on weekends, so that customers can enjoy the beautiful scenery or food, understand China culture or your positive attitude towards life, and transmit positive energy to customers.

5) The customer visited the factory, signed NDA, and both bosses of the company were there. We immediately proposed to take photos to commemorate this wonderful moment and express our congratulations. We applauded and said that the customer was our very important customer. This was a good start for us, and their boss was very happy at that time. Express our attention and look forward to our long-term cooperation.

6) sample orders, an important customer, not only gave colorful pages, business cards, samples, product certificates and quotations, but also wrote a thank-you letter, expressing sincere gratitude to the customer for choosing us and looking forward to long-term cooperation.

7) Praise the customer appropriately, for example, the customer is a designer, and when they receive their new design drawings, they must praise the customer for their good inspiration and sense of identity, or the product is noble and elegant, and of course targeted. Don't see that it is against your will. In addition, customers need to be praised for participating in exhibitions and booth design drawings. Their designs are tasteful, or the account manager will visit the factory in your company. It is also necessary to praise his right-hand man, which shows that he uses people correctly and customers will be very happy.

8) Customers never trust us. No matter how you contact her, she didn't trust us many years ago, even when she used msn. Maybe she has been cheated before. I have tried every means, often sending emails and chatting online with her. She still said I didn't trust you. Finally one day, her msn avatar changed. As soon as I saw it was her daughter, I always praised her for her beauty and intelligence, and she gradually liked customers for a long time. She said that she was moved by my persistence and persistence.

9) Many times, when some customers have poor English and can't communicate, try to express it clearly with schematic diagrams or simplified things. For example, explaining the operation, maybe it is easier for you to take a video or a photo of the operation steps. Or some Russian customers and Japanese customers at the exhibition can't communicate, so they can directly demonstrate the product operation and communicate in sign language. We have had Russian customers cooperate in this way before, conveying your enthusiasm with eyes and gestures, and demonstrating the operational performance of the products.

10) When the customer is sick, be sure to keep calling, for example, call him again a week later and ask her if she is better. Never ask about business, but give some warm words to show concern. For example, my Australian clients usually come to the exhibition, but they didn't come this time. I heard from another friend in Australia that he didn't come because he didn't feel well. I'll call the customer immediately, ask what's going on, is it better, and say that we all want to see you, and the customer will think you are particularly sweet.

1 1) Keep an eye on customers' news, such as how many years have the customer company moved into the new office and how many years have the company celebrated. We need to send a congratulatory letter to express that the market fully affirms your company's contribution to the industry, sincerely thanks our company for its cooperation and looks forward to the future. Look forward to creating brilliance together.

12) Take customers to eat the most authentic Chinese food, and send China special gifts (tea, China Tom comb, silk scarf, Chinese knot, hand-embroidered cross stitch, etc. ) and show customers around some scenic spots in China. Or I will occasionally express some delicious food from China to my customers.

13) Help customers arrange their trips to China, clearly list which places are far away from which places, maximize time saving, consider customers' convenience, shopping needs and entertainment needs, arrange drivers' pick-up, and help to book air tickets, hotels, visa invitations and other assistance from the Bank of China. For example, if a customer wants to find other suppliers in other industries, we will provide as much useful information as possible. If the customer wants to visit other factories, we can help him translate or arrange the supplier's itinerary to save time.

14) Facebook WhatsApp LinkedIn pays attention to customer dynamics, and some likes or exchanges in private life become close friends. Create a customer profile

15). Solve the pain points of customers and communicate by phone once or twice a month to understand the needs of customers or why they don't cooperate. Customers will still tell you some practical concerns, or some trips of customers to China, especially before and after the special exhibition, need to be reconfirmed by phone.

16) made trophies for customers. By the end of the year, trophies will be awarded to big customers in various countries to express their gratitude and recognition to customers.

17) find out whether customers like smoking, such as buying a lighter when picking up the plane or preparing an ashtray in the conference room. (candy quotation)

18) Leave photos to record the customer's name during the exhibition, and you can recognize and address the customer directly when you see the customer next time. (candy quotation)

19) A client likes Zen and wants to know about Taiji Chuan. I sent some videos and made a Liven quotation in English.

2) After-sales support

1. Exhibition support

1) customers participated in the exhibition, and we also participated in the same exhibition. I made an appointment with customers in advance, and spent half an hour in their booth to give them business training on the day of decorating the booth, telling us the brand characteristics, product selling points and product operation methods, so that the customer sales staff can show their products more confidently and professionally.

2) The customer has a physical store. We specially designed a poster for the customer's physical store and made a booth for the product according to the style of the customer's physical store.

3) Customers need to sample new product packaging materials for the exhibition, and it is too late to print them. I went directly to the printing factory, chased them for delivery, worked overtime all night, invited them to have a midnight snack, took photos as a souvenir, sent them to customers, complained and told them how hard we worked.

4) Customers interviewed at the exhibition need to change the color and material of the handle, which takes 3-5 days at a time. We called the factory on the spot and asked them to arrange it immediately. The next day, the customer was surprised by our efficiency and finally cooperated.

5) A list of the latest information about the exhibition, giving customers suggestions on participating in the exhibition or feeling the difference of the exhibition. For example, there are exhibitions in Shanghai and Shenzhen in our industry to tell customers that there are many differences between factories in Shanghai, but B2B and B2C are together. 2. Conduct regular training with customers, such as refining the selling points, product parameters and high-definition pictures of our products. 2) Discuss how to send emails or plan how to promote products together.

3. Promotion activities

1) Participate in some advertising or promotion activities of customers, especially those of our brand, and they do magazine advertisements or booth promotion of our brand. We need to give some support, such as cost sharing or free sample support and personnel support.

(3) Quality supervision

1. Print section

1) The customer's color box sent it to me. I checked it carefully myself and found that the font of ce was very small, which did not meet the legal requirements. The length and width requirement is greater than 5mm, so I told the customer and found the relevant certificate and asked to send it to the customer. Reminder: According to the law, the certificate needs to be clear and help customers to verify it repeatedly.

2) The Russian customer manual is in Russian, and I can't understand it at all, but obviously, it was completely translated according to my English, but the functional parameters are numbers, which is obviously wrong, so I translated it online and told the customer that the customer was very moved and said that we were too careful. Reminder: Even if you don't understand it, try to have a look and check it for the customer. Even if you don't understand, you can always understand numbers.

3) French customers always say that their product labels need to be customized, so they send them to us by ups in France. As soon as I received them, they were stickers. A very simple question, customers need to send it by express delivery from abroad. So I asked my printing factory and found that it was 50 RMB, and this is our biggest customer in France, so I told the customer directly that we would help them print for free, and the customer was super happy.

2. Qualified products

1) This is the first big shipment of customers. We made an inspection report using SGS model and told the customer that I was the supervisor of their factory and would help him monitor the product quality.

2) Customers sent hardcover boxes from other places and found them a little loose, but the delivery time was urgent, so we helped them shrink them, so that the problem of loose hardcover boxes was solved, and the heat-shrinkable film could make consumers feel more at ease and the products were new.

3) When customers are worried about quality, they must provide useful evidence to convince customers where the quality is good and how to prove it. For example, we will print out the test report of the laboratory and send it to the customer, changing it to the customer's name and customized picture, so that they can sell the products to the seller with more confidence.

4) Don't avoid customer complaints, but reply to customers on the same day, indicating that we attach great importance to it, saying that the quality department and the engineering department have a meeting to discuss, check the inventory and give solutions. The attitude must be sincere and the solution must be given.

5) Make the information feedback form of new products for customers to know clearly, and repeatedly emphasize that our extensive research is to optimize the product quality details, so as to provide products that meet the market demand better and reflect our lean products.

(4) Professional advice

1) The customer website promotes our products, and the function description is incorrect. We wrote an email to tell them that it was correct, and reminded them after correction: always pay attention to customers' websites, see how they promote our products, and see if the parameters are correct. Let customers know that you care about them.

2) Send a partial card to the customer (using a small piece of our silicone as a color sample) and bind it into a small photo album, so that it is very simple for the customer to make colors. Because the color swatches are still different. Moreover, we choose the most popular color in our big customers and industry, which has higher reference value.

3) European customers have completely subverted pi, telling customers which products sell well in Europe, and helping customers analyze which products are good and which are similar. There is no need for repeated selection, which greatly reduces the risk of customers' first purchase. I have complete control over the orders of the customers behind me, so I am trusted because of my sincerity.

4). The customer visited the factory in the morning and mentioned a favorite function. We didn't have a ready-made one, so we immediately arranged to make a sample and show it to the customer in the afternoon. The customer was surprised by our efficiency.

5) Read all the comments of the products sold by customers in Amazon, make a summary, send them to customers, tell them the advantages and disadvantages of the products, and give solutions. We can help them design new products, keep their style and advantages, and solve the shortcomings of their products.

6) Establish the form of mail chain, clearly answer every question of customers, and sort it out one by one at different levels. Especially if you have talked with customers on skype, you need to confirm it by email.

7) When customers make new brands, choose products or make color box packaging materials, they should be patient enough, such as helping customers analyze their sales channels, and then learning from the successful experience of the same sales channels in other markets, giving customers professional advice and refining the selling points of products. And give customers different color box styles and estimate the price, which is convenient for customers to estimate the overall cost.

8) Customers who customize packaging materials should make an inventory list every time they ship, and update it to the customer at any time, so as to let the customer know about the packaging materials, so as not to miss the packaging materials order and delay the delivery date (the list needs to include the customer's model, name and corresponding model name, color, total order quantity, shipped quantity and remaining quantity).

9) For customized customers, after delivery, arrange a form (picture+our model+customer model+customer barcode+color+charging method+battery type+service time+charging time+certificate+waterproof rating+quantity of a whole box+unit price) for customers to simply place an order next time or enter their ERP ordering system to determine the quantity of the whole box, so that they can provide ordering information for customers. Always stand from the customer's point of view, help customers save time and work efficiently. Think about how convenient it is for customers to give customers.

10) Customers who have frequent cooperation and the payment method is monthly settlement or cash on delivery need to make a payment list, and summarize and update each PO, PI, amount, payment date, payable amount and bank charge every time they deliver the goods, so that customers can know all the payment details.

1 1) customer cartons are generally unnecessary, but in order to reflect the professionalism of their company, we specially designed the text on the cartons and added bar codes to facilitate customers to scan and put them in storage.

12) When transporting many samples, classify a small package, give a rough package list, and mark the contents of each package on the small package.

13) for customers who open private mold products, the discussion period is very long, and many of them may exceed 1 year. Before opening the mold, confirm the mold parameters, including all details, and organize them into tables to avoid missing any details.

14) there should be a timetable for developing new products, strictly help customers control the progress, and report the latest situation at any time, so that customers can control the development progress of new products.

15). Set up a key customer team for key customers, add assistants and merchandisers, cooperate with customers efficiently, and conduct risk assessment before mold opening, so that customers can rest assured of mold quality.

16) When large customers place orders, inform other small customers to place orders accordingly, reduce their costs and give them a small discount.

17) Do a professional PPT and introduce the company when customers visit factories or customers. The home page can be customer logo+ our logo to welcome them or look forward to the sincerity of cooperation between the two sides. When speaking, pause from time to time to give customers time to think and ask questions.

18) Make renderings for the customer's logo, especially the TM and R of lowercase letters need to be enlarged to avoid unclear screen printing.

19) List all order confirmation details as soon as you receive the order, and let the customer know at a glance by email (logo, packaging materials, delivery date, delivery method, etc. ), saving a lot of time.

20) Interviews with customers or exhibitions, or visits to factories, must be carefully recorded in notebooks, and emails must be sent the next day after the interview. In addition, the products that customers like need to be photographed and recorded, especially the new products need to be placed next to the products with a pen to indicate the size reference of the products.

2 1) help customers develop some small test fixtures, such as noise test, motor test, PCBA test, tensile test, waterproof test, etc. So that customers can get our samples for testing or demonstration.

22) We often give our customers some good news. For example, we received another big order and are holding a party to celebrate, so that customers can feel the development speed of our company, and they chose the right supplier because of its prospects. We can communicate with customers at any time, tell them the progress and changes of our company, and make them feel involved.

23) carefully record some customers' preferences. For example, one of our customers likes matt, but doesn't like strong light. Next time a new product comes out, just give him sub-gloss, saying that we know that your company likes sub-gloss to show its grades, and your company has a good eye. We will do it according to your favorite style. Instead of asking the customer for matte or bright colors, you need to record some styles that the customer likes, so that the customer will think you understand what he wants. Communication is very worry-free

24) Every time you meet the same customer at the exhibition, even if you don't cooperate, you need to greet him politely, and keep warm. Think about what to talk about with customers, new products or market trends, and the company information has always been concerned. When you meet your customers, you must talk to them. Over time, your customers will find that they are embarrassed not to cooperate with you because of your persistence, your enthusiasm and your long-term concern for them. I have a big American customer who cooperates in this way. In the past four years, when I went to any exhibition, I warmly greeted him, recommended our products or expressed my condolences.

25) Help customers introduce customers. For example, we have set up a private model for our customers. Maybe some market customers don't have customers. We just cooperate with the odeco brand. After discussing with the customer, both parties agreed that we should write a letter of introduction for the customer. Or in which country we have an exclusive agent, we will transfer local inquiries or customers from that country to our exclusive agent for them to contact.

26) The fastest delivery time. A German customer orders a product every time. If we arrange the order according to the normal process, we need two weeks. However, this customer is always in a hurry. We can deliver the goods within three days. With some customers who sell quickly, customers are very moved and the cooperation is very pleasant and efficient.

27)ISO customer satisfaction questionnaire requires two-way communication by mail and telephone at the end of each year, which is put forward by the manager to let customers express their true thoughts. Especially if the customer is really dissatisfied with the salesman, he can change to another salesman, so that the customer can truly feel that he is respected and his opinions are highly valued.

28) In order to meet customers' time, I often adjust my working hours or hold online negotiations or conference calls with customers to effectively solve customers' problems. Especially in the initial stage of new product development, many details need to be confirmed.

29) The customer is purchasing from China for the first time and wants us to help find a freight forwarder, so I compiled an excel of freight forwarders that other customers have cooperated with, and sent the contact information of freight forwarders to the customers, telling them that we have cooperated with them, so you can compare their prices.

30) The customer has other suppliers who need to deliver goods with us, and other factories are too small to declare. We help customers collect all the goods together, make customs declaration materials, help customers check all the goods, and make a summary pi and pl to ensure the smooth customs clearance of the goods.