Missing out on this will cost you a lot! Solutions to solve the problem of no follow-up from customers after initial inquiry response and customer case sharing!

One of the most frustrating situations in international trade is when a potential customer sends an initial inquiry, you respond quickly and thoroughly, but then they disappear without a trace. You don’t respond to follow-up emails, or indicate their interest or next steps. This phenomenon not only undermines sales staff morale, but also seriously hinders business growth. In this article, we will delve into high-emotional intelligence methods and corresponding conversational skills to deal with this situation, and combine real cases to provide practical knowledge for foreign trade novices.

Understand the reasons behind your customers’ silence

Before developing a response strategy, it’s critical to understand why customers are silent. There could be many reasons. They may be comparing quotes from multiple suppliers, facing an internal decision-making process, constrained by budget, or simply overwhelmed by other tasks. A survey of more than 500 global procurement managers showed that 35% were still in the comparison stage when they stopped responding to initial inquiries, while 25% were dealing with internal approval processes.

High EQ Coping Strategies

1. Provide value-added information

Instead of repeatedly asking your customers about their decision, send them value-added information. For example, if you are a furniture exporter, you can send an email introducing the latest furniture trends in their market or furniture care tips. A well-written follow-up email should be personalized, concise, and focused on the customer's potential needs. Here is a sample conversation: "Dear [customer name], I hope you find this email well. I noticed that you inquired about our [product name] last week. As the industry is changing rapidly, I thought you might be interested in the latest color trends of [product name], which are very popular in your area. These trends can not only enhance the beauty of your furniture, but also make it more competitive in the market. If you would like more details, please let me know."

2. Provide social proof

Sharing success stories or testimonials from other customers builds trust and credibility. You can mention how similar customers have benefited from your product or service. "Dear [customer name], I understand that making a purchasing decision can be difficult. I wanted to share a success story with you. [customer name] at [company name] had a similar need as you and purchased [product name] from us last year. Since then, they have seen a 20% increase in customer satisfaction due to the high quality and durability of our product. I'm confident that our solutions can bring the same positive results to your business."

3. Ask open-ended questions

Open-ended questions encourage customers to share more about themselves. For example, "Dear [customer name], I'd still like to understand your specific needs and how we can better serve you. Could you share the key factors you currently consider in your purchasing decision?" This approach shows that you sincerely want to meet their needs.

Real Case Studies

Case 1: Textile Supplier

A Chinese textile supplier received an inquiry from a European clothing brand. After responding with detailed product information, the customer went silent. The supplier decided to send a personalized email with the latest European fashion trends and how to create trendy clothing using their fabrics. They also included a case study of another European brand that successfully launched a new clothing line using their fabrics. The customer was impressed and ended up placing a large order.

Case 2: Machinery exporter

A Japanese machinery exporter faced a similar situation. A South American customer stopped responding after the initial inquiry. The exporter sent an email asking open-ended questions, such as the customer’s production needs and challenges. Through this communication, the exporter learned that the customer had concerns about after-sales service. The exporter then detailed its global after-sales support network, which alleviated the customer’s concerns and the two parties subsequently resumed the negotiation process.

in conclusion

Just because a customer goes silent after their initial inquiry response doesn’t mean it’s the end of the story. By understanding the reasons behind their silence and adopting emotionally intelligent response strategies, you can re-engage them and increase your chances of converting them into customers. Real case studies prove the effectiveness of these methods. Remember, the foundation of long-term relationships with customers is trust, value-added communication, and understanding their needs.