How should foreign trade professionals follow up with customers who have not responded to a quote?

In foreign trade, replying to inquiries is one of the most frequent daily tasks. However, the reality is that most inquiries do not convert into actual orders. Even more frustrating is when some customers block you right after a reply. So how should we follow up with these "silent" customers? This article explores common scenarios and provides practical solutions.


 
What to do when a customer doesn't respond after receiving a quote?
 
When a customer sends an inquiry, it usually indicates initial interest in the product. However, if they go silent after receiving a quote, it often means they are dissatisfied with something. Common reasons include:
 
1. The customer thinks the price is too high
This is quite common. If our quoted price is above market level, the customer will naturally have concerns. In such cases, we can break down the cost for them, highlight product advantages, or provide competitor comparisons. Help the customer understand that "we don't offer the lowest price, but the best value for money," supported with successful customer case studies.
 
2. Cold or indifferent communication
For this type of customer, the key is to keep them engaged and show enthusiasm. Use phone calls to understand their doubts or concerns and gauge their true intentions. Then guide the conversation to uncover their real thoughts, address their objections, and amplify their interests to win their attention.
 
3. No response at all
Don’t wait around—take initiative. After the initial quote, establish a follow-up rhythm. First, emphasize value; second, provide additional information; third, try ending with a question to prompt a reply (e.g., "Are you more concerned about price or delivery time?"). Use contextual reminders tied to holidays or industry news, such as, “We’re currently offering a limited-time sample discount, perfect for testing your market.”
 
What to do when the customer disappears after receiving samples?
 
With these customers, it’s hard to know their true thoughts—whether the product quality didn’t meet expectations or they just wanted a free sample. However, there are ways to reduce the risk before sending samples:
 
1. Customer background check
After receiving an inquiry, check customer details based on their region, such as characteristics of local clients, company website, social media presence, and trade data (e.g., customs data). Use this information to assess the customer type (e.g., middleman, distributor, end user) and whether the contact is a purchasing decision-maker before deciding to send samples.
 
2. Set sample conditions
Avoid sending free samples whenever possible. Charge a sample fee or use freight collect to filter out non-serious customers. Alternatively, create a procedural barrier by requiring more detailed company info (e.g., company profile, business license, or official website) under the pretext of “internal approval process.”
 
3. Continuous follow-up after sending samples
Ensure transparency throughout the process—for example, send a packing video before dispatch, share tracking numbers promptly, and remind them a day before expected delivery. Ask for feedback once the sample arrives, and maintain their attention with a sense of progression.
 
How to hold your ground when the customer keeps bargaining?
 
In foreign trade negotiations, haggling is very common, regardless of whether the client is new or existing. But what if you’ve already quoted your bottom price and they still think it’s too expensive?
 
Useful phrases to respond:
 
 “You can always find a lower price in the market, but we focus on stable quality and long-term cooperation.”
 “Most of our long-term clients have been with us for 7–8 years. They all started with trials and stayed because of quality and service.”
 “You can always find the lower price, but quality is definitely different. Price needs to comply with the quality.”
 “You get what you pay for.”
 
How to push for an order when the customer keeps delaying?
 
When a customer drags their feet, there are usually two possible reasons: they're genuinely busy, or they are not the decision-maker. Strategies to push for a deal include:
 
1. Promotion strategy
Create a sense of urgency or scarcity, e.g., “Confirm your order before the end of June to lock in raw material prices; otherwise, you may face a 5–10% increase.”
 
2. Situational urgency strategy
Use industry-related timing (e.g., holidays, rising shipping costs, seasonal out-of-stock risks) to create pressure, implying that not ordering now will lead to losses.
 
3. Customer success stories
Package success stories from other clients into PDFs or email materials and share with the customer to strengthen psychological trust.
 
4. Reverse timeline strategy
Work backwards from the launch date to illustrate the urgency, e.g., “Normal production takes 18 days. If you plan to launch in early August, we suggest confirming the order by July 10 at the latest.”