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Customer Source: Colleagues Transfer (American Customers)
Customer Background: The customer was initially contacted by a former colleague, but there were no results from the follow-up. After the colleague resigned, the lead was transferred to me. I took over the follow-up, but there had been no progress so far.
Customer Demand: The customer inquired about a barcode scanner but didn’t provide any specific quantity or additional details.
Customer Contact Information: Only an email address is available. No phone number, chat tools, or website provided.
1. **Established Communication with a Customized Recommendation**:
I created a professional and visually appealing recommendation document for the barcode scanner.
2. **Customer Response 1**:
**Analysis**:
A. The customer is looking for a quotation form, which suggests they may need more than just a barcode scanner.
B. They mentioned warranty, possibly indicating a preference for higher-quality products.
C. There’s an interest in OEM options, but the requested quantity might be too small.
3. **My First Reply to the Customer**:
**Idea**:
A. The customer emailed late at night, so I couldn’t prepare a formal quote immediately, but I responded quickly to maintain engagement.
B. I tried to understand their real needs by asking about OEM MOQ and whether they needed anything else.
C. I also asked if they required other products besides the barcode scanner.
4. **Customer Response 2**:
**Analysis**:
A. The customer didn’t comment on the OEM MOQ, suggesting it might be acceptable.
B. They also requested a cash box in addition to the barcode scanner.
5. **Customer Response 3**:
**Analysis**:
A. The customer emphasized “best quality,†which indicates that our initial quote may have seemed low.
B. They listed several subcategories of barcode scanners, showing some familiarity with the product.
C. They added a ticket printer and a barcode printer to their list of needs.
6. **Customer Response 4**:
**Analysis**:
A. The customer provided the exact quantity needed. If they don’t test the sample, they may not proceed further.
B. They believe this small order is due to the first-time cooperation, and they are waiting to see the product quality.
C. The products in the cabinet are similar, so the customer likely doesn’t have time to look elsewhere unless they’re still negotiating with others.
I explained the time required for stock preparation and provided a packaging form with dimensions, boxes, and CBM. This made it easier for the customer to understand the logistics.
7. **Customer Response 5**:
8. **My Fifth Reply to the Customer**:
**Idea**:
A. To build trust, I shared certifications, company videos, and reports to prove our credibility.
B. I clearly outlined the OEM options available.
9. **Customer Response 6**:
**Analysis**:
A. The customer prefers well-known brands, so they remain cautious about our products.
B. They haven’t mentioned the printer, possibly because local users don’t have strong brand preferences for printers.
C. The customer explained the purpose of the barcode scanner, mentioning that users might discard it after a short period.
10. **My Sixth Reply to the Customer**:
**Idea**:
A. I recommended an alternative product, emphasizing its suitability for their use without directly comparing it to the previous one.
B. I provided information that other customers found helpful.
C. I reminded them that we are always here to help with any questions.
11. **Customer Response 7**:
12. **My Seventh Reply to the Customer (Beyond Business)**:
13. **Customer Response 8**:
**Analysis**:
A. The customer has multiple Chinese suppliers, possibly offering a wide range of products.
B. They go to the cabinet every month, so it's unlikely only our products are included. Our small-sized items might not be prominent enough to be selected.
These are some of the most representative emails from my communication with the customer. In between each reply, there were additional emails and discussions. I hope this detailed analysis of the email exchanges, along with the strategies used, provides some value and insight for your own sales and customer communication efforts.
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