Must read! After sending samples, the customer has no feedback. How can new foreign trade people deal with it with high emotional intelligence?

1. Common reasons why customers do not give feedback after sending samples

As a newbie in the foreign trade world, I often encounter this frustrating situation: I send samples to customers, but they don't respond. It is crucial to figure out why this happens. According to industry research, about 30% of the time, customers are just busy at work . They may be busy with multiple projects, negotiations, or internal meetings. For example, I once sent samples to a large European retailer. After a period of no response, I found out that they were undergoing a major reorganization at the company level, which took up all their energy.

Another common reason ( about 25%) is that the sample didn’t meet their expectations. The quality, design, or functionality of the sample might not match what they had in mind. An Asian customer once told me that the color of the sample was slightly different from the color shown in the product catalog, which made them hesitate.

About 20% of the time, customers are still comparing our samples with those from other suppliers . They want to get the best deal in terms of price, quality and delivery time. I remember one time when a Middle Eastern customer evaluated samples from five different suppliers at the same time, trying to make the most cost-effective choice.

2. Effective follow-up skills

1. Timing is key

When it comes to follow-up, timing is very important. I usually wait about 7 to 10 days after the customer receives the sample. This gives them enough time to carefully check the sample. For example, if I send the sample by courier and the estimated delivery time is 3 to 5 days, I will wait about a week before contacting the customer. This way, it won't seem too pushy.

2. Follow up through multiple channels

I follow up using multiple communication channels. Email is a great way to provide detailed information. I always include a polite greeting, a reminder to ship the sample, and some open-ended questions.

In addition to emails, I also make phone calls. Phone calls add a human touch and enable instant interactions. For example, I once called a South American client and he got back to me very quickly. They were happy to hear a friendly voice and were more willing to share their ideas.

3. High EQ Follow-up Terms

When communicating with customers, it helps to use emotional intelligence in your communication. Instead of asking, “Why haven’t you responded to my question about the sample?” I’d say, “ I hope you’ve taken a look at the sample we sent you. We’re committed to meeting your needs, and we value your feedback. ”

If a customer expresses a concern about a sample, I would say, "I understand your concern. We can find a solution together. Perhaps we can adjust the design or improve the quality based on your suggestions." This shows that I am empathetic and willing to collaborate.

IV. Risk Management

Managing the risks associated with shipping samples is crucial. Before shipping samples, I always make sure the cost is clearly split . Sometimes, I ask the client to pay for shipping, especially for large or expensive samples. This reduces my financial risk. Additionally, I keep a record of all communications related to the samples , including emails, phone calls, and any agreements reached. This helps in case of any future disputes.

5. Real Case Analysis

Let me share a real-life example. I sent a sample of a new electronic device to an Australian customer. After two weeks without a response, I followed up via email. I used a highly emotionally intelligent phrase to ask about their impressions of the sample and if there was anything they would like us to improve. The customer responded that they were impressed with the product’s features but were concerned about the battery life. I immediately offered to send a sample of an upgraded version with a better-performing battery. After they received the new sample, they placed a small order to test the market. Eventually, they became one of our regular customers.