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Customer Source: Colleagues Transfer (American customers)
Customer Background: Unclear. After the previous colleague provided a quotation, there was no follow-up result, and the account was transferred to other colleagues. The follow-up continued without success, and I took over the responsibility.
Customer Demand: Inquired about a barcode scanner, with no specific quantity or additional information provided.
Customer Contact Information: Email only, no phone number, chat tools, or website provided.
1. Initiated a communication letter (created a visually appealing barcode scanner recommendation chart):
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. Warranty is a concern, indicating possible demand for higher quality products.
C. OEM requests were mentioned, and the order quantity should not be too small.
3. My First Reply to the Customer:
Idea:
A. The customer sent an email at 10 PM, so it's not convenient to prepare a formal quotation. However, it's important to respond promptly.
B. I aimed to understand the customer's needs better by asking about their OEM MOQ and seeing their reaction.
C. Since the customer didn’t mention other products, I asked if they needed anything else.
4. Customer Response 2:
Analysis:
A. The customer didn't comment on our OEM MOQ, suggesting that the quantity is acceptable.
B. They also requested a cash box in addition to the barcode scanner.
Based on the needs, I selected several high-quality options for the customer.
5. Customer Response 3:
Analysis:
A. The customer emphasized "best quality," which implies that our initial quotation might have been perceived as low-cost rather than premium.
B. The customer listed multiple subcategories of barcode scanners, showing they have some knowledge about the product.
C. A new ticket printer and barcode printer were added to the list.
In response to the request, I adjusted the pricing for the reported products and included quality details for the unmentioned ones.
6. Customer Response 4:
Analysis:
A. The customer provided the required quantity. If the sample isn't tested, they may gain a better understanding of the product and see its market potential.
B. They believe this small order is due to the first-time cooperation, and if the product meets their expectations, larger orders will follow.
C. The goods are packed closely together, so the customer likely doesn’t have time to search for another supplier unless they’re still in discussions with others.
I informed the customer about the time required for stocking and the CBM of the product. I also created a packaging form to explain how many boxes and the volume would be needed—this felt more personal than just stating the CBM directly.
7. Customer Response 5 (I knew it wouldn’t be smooth):
8. My Fifth Reply to the Customer:
Idea:
A. The customer is unsure about the quality of our barcode scanners and printers. I shared our certifications, company video, and reports to prove our credibility.
B. I explained our OEM capabilities to the customer.
9. Customer Response 6:
Analysis:
A. The customer prefers big brands, which indicates they are still hesitant about our products.
B. The customer didn’t mention the printer, possibly because local users aren’t brand-conscious when it comes to printers.
C. The customer explained the purpose of the barcode scanner, mentioning that users may not like it and could throw it away.
10. My Sixth Reply to the Customer:
Idea:
A. I suggested a different product, even though it’s of the same quality, but framed it as more suitable for their use to show professionalism.
B. I provided additional information that other customers have found useful.
C. I assured the customer that they can always reach out with any questions.
11. Customer Response 7:
12. My Seventh Reply to the Customer (Beyond business, also paying attention to the relationship):
13. Customer Response 8:
Analysis:
A. The customer has several Chinese suppliers, possibly working with various products or multiple suppliers for the same item.
B. They have cabinets every month, which means it's not just our products. Our products are small, so they might not fit well into the cabinet.
The above are some of the most representative emails I've selected. During the actual follow-up, there were other emails between each reply. I hope this analysis of the emails, the ideas behind them, and the way they were written provides some value to everyone. It's all part of building a real relationship and understanding the customer's true needs through consistent and thoughtful communication.
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