As a good salesperson, maintaining good communication with customers is the cornerstone of order completion. However, foreign traders often have the following troubles. We responded after receiving customers’ inquiries, but the customers no longer contact us. Many foreign traders do not know how to solve such problems. At present, 90% of cross-border e-commerce communication is done by mail, but in fact, as long as you master the skills, telephone communication will have a multiplier effect on the success of the order. Here is the second part of 10 rules for telephone communication with foreign buyers.
6. Find the decision-maker of the order
For telephone communication to be effective, we must first check whether we are contacting the direct decision-maker of our orders. This is very critical. It is recommended that we can conduct detailed customer research after receiving the customer’s inquiry, including company background, industry reputation, and judge whether we are contacting with the decision-maker of the order.
Many inquiries ended up with nothing, mainly because many customers are intermediate traders who have no decision-making ability on orders. So we must figure out this core issue before calling. If the other party is the decision-maker of the order, after we communicate efficiently with the other party over the phone, the chance of a deal will be greatly increased.
7. Make it clear what benefits you can give to your customers–one of the most important ones of 10 rules for telephone communication with foreign buyers
This is one of the most important rules in 10 rules for telephone communication with buyers.
In order to successfully receive orders, in addition to the good communication skills of the salespersons, the overall competitiveness of the company also needs to be improved, such as price advantage, quality advantage, scale advantage, and production advantage. The focus of telephone communication is to tell the customer your company’s advantages and persuade them to choose you.
Therefore, the salesperson needs to have a very clear understanding of the entire industry, especially the prices. The essence of business is mutual benefit. Clarifying the reasons why customers choose ourselves and the benefits they can obtain so that customers trust ourselves, is the focus of telephone communication.
8. Attentively listen to what customers say
A large part of the transaction of orders is because we have met the needs of our customers and solved their problems. We communicate over the phone is to listen to customers’ questions about orders efficiently, so when we clearly express our intentions, we must pay attention to what customers say. Maybe some customers have a heavy accent. We can install a recording software and listen to it repeatedly after the call.
Some foreign trade newcomers may be nervous when they call overseas customers. Although they don’t understand what the customers say, they still politely say that they understand. This is very detrimental to the success of the transaction. Because only when we understand the customer’s problems, can we solve the customer’s problems, so as to promote the order transaction.
9. Don’t call overseas customers frequently–one of the most important ones of 10 rules for telephone communication with foreign buyers
We recommend that you make no more than 3 calls to overseas customers in a short period of time. This is because frequent calls will bore customers and even have a counter-effect on communication. Therefore, our first call must be carefully prepared and strive to understand the problems of the customer, solve them and infer the possibility of order transaction through a single call.
10. Leave a foreshadowing for the next call–one of the most important ones of 10 rules for telephone communication with foreign buyers
It is also very important to leave a foreshadowing for the next communication. As mentioned in the above, calling customers frequently makes them feel bored, so we should leave a foreshadowing at the end of the first call. This is to find a reason to call the customer a second time later.
For example, after all the questions have been communicated, we can tell the customer that our company has recently developed some new samples whose price and market are very good. we will send an email to him/her later, and after the other party receives the email, we will call him/her to introduce it in detail. Of course, there are other better reasons. You can sum it up yourself. With such a foreshadowing, the next call we make will become a matter of course.