How to respond to inquiries from foreign trade clients?

In foreign trade, we often encounter the same question: “How should I reply after receiving a customer inquiry?”
 
Many salespeople’s first reaction is: the reply must be professional, complete, and detailed.
 
So, when responding to an inquiry, they try to include everything—the company introduction, product advantages, specifications, prices, payment terms, lead time, packaging, certifications, factory photos, and more. It may look very professional, but the customer may have little interest in reading such a long message.
 
What is even more frustrating is that sometimes you spend a lot of time preparing a detailed reply, but the customer never responds. Meanwhile, a colleague may casually reply with just a few sentences, and the customer responds quickly.
 
Then you start wondering: “Is my English not good enough? Is my product not competitive? Does the customer simply have no real demand?”
 
In many cases, however, the problem lies elsewhere.
 
Different customers, different inquiries, and different stages of the purchasing process require different ways of responding. Let’s look at a few practical examples.



1. When the Customer’s Requirements Are Unclear: Don’t Rush to Quote—Clarify First
 
Customer Inquiry Example 1
 
> We are interested in importing your waist bags in Canada. Please quote and send us sample.
 
Analyzing the Customer’s Requirements
 
This customer has expressed two clear needs:
1) They are interested in waist bags.
2) They would like a quotation and samples.
 
However, there is also an obvious problem: the customer has not specified which model they are interested in.
 
If you immediately reply:
 
> Our price is USD 3.5/PC FOB Shanghai.
 
It may seem that you have answered the customer’s question, but in reality, you may be answering the wrong question.
 
After all, you don’t even know which product the customer wants.
 
A more appropriate reply would be:
 
> Could you kindly provide us with more details about the waist bag you are looking for, such as capacity, material, function, quantity, target price, etc.?
 
This will help us recommend suitable models and offer you the most accurate quotation accordingly.
 
This type of reply has two purposes: First, keep the conversation moving.
 
Second, encourage the customer to provide more purchasing information.
 
If the customer has not specified a particular product, you can also take the initiative and offer some options:
 
> We have several waist bag models available in different materials, sizes and functions. If you could let us know your preferred style or application, we can recommend several suitable models for your reference.
 
2. When the Customer’s Requirements Are Clear: Don’t Keep Asking Questions—Answer Directly and Completely
 
Customer Inquiry Example 2
 
> We are a company based in USA and we require 200 pieces cell phone wallet model 78-01. Sending us your best FOB prices and delivery time.
 
Analyzing the Customer’s Requirements
 
This inquiry is completely different from the first one.
 
The customer has already provided detailed information, including their country, product model, quantity, and pricing requirements. Their basic purchasing requirements are already very clear.
 
In this situation, if a salesperson replies:
 
> Could you please tell us which model you are interested in?
 
It shows that the salesperson probably did not read the customer’s email carefully.
 
A better approach is to directly answer the questions the customer has already asked.
 
Recommended reply structure:
 
> Dear XXX,
 
Thank you very much for your interest in our Cell Phone Wallet Model 78-01.
 
We are pleased to provide the following quotation for your reference:
 
1. Product: Cell Phone Wallet, Model 78-01
2. Quantity: 200 pcs
3. Price: USD 2,005.00 total, FOB Shanghai
4. Packing: Each piece packed in a non-woven bag
5. Payment: 100% T/T
6. Lead Time: 7 days after payment confirmation
7. Shipment: FOB Shanghai
 
Our company specializes in [product category], and we have [relevant advantages, such as production experience, export markets, certifications, etc.].
 
Please note that our current stock of this model is limited. If the above quotation meets your requirements, we recommend confirming the order at your earliest convenience so that we can arrange shipment accordingly.
 
Please let us know if you have any questions or require any modifications to the product or packaging.
 
We look forward to hearing from you.
 
3. When the Customer Has Clearly Stated Their Requirements: Don’t Just Answer the Question—Help Them Make a Choice
 
Customer Inquiry Example 3
 
> We are particularly interested in your portable typewriters, but we require a machine suitable for fairly heavy duty. Please send me your current illustrated catalogue and a price list.
 
Analyzing the Customer’s Requirements
 
This customer has provided even more specific information than the previous two.
 
In fact, the customer has made three requests:
1) They are interested in portable typewriters.
2) The machine needs to be suitable for relatively heavy-duty use.
3) They would like to receive the product catalog and price list.
 
Therefore, if you simply reply:
 
> Please find attached our catalogue and price list.
 
Although you have technically fulfilled the customer’s request, you haven’t really helped solve their purchasing problem.
 
Recommended reply:
 
> Dear Sir/Madam,
 
Thank you for your inquiry regarding our portable typewriters.
 
As requested, please find attached our latest illustrated catalogue and current price list for your reference.
 
Based on your requirement for a portable machine suitable for fairly heavy-duty use, we would particularly recommend our Portable 95.
 
The Portable 95 weighs approximately 6.5 kg, making it slightly heavier and more robust than a typical portable typewriter. It is designed for frequent use while still being convenient to carry in its case.
 
We currently have one unit available in stock and would be pleased to arrange a demonstration or provide additional product information if required.
 
Our current prices have remained unchanged despite recent increases in production costs. However, prices may be adjusted when the existing stock is depleted.
 
If the Portable 95 meets your requirements, please let us know your expected quantity and delivery destination. We can then provide you with a more specific quotation and shipping information.
 
We look forward to hearing from you.
 
Final Takeaway
 
Replying to a customer inquiry is not an English writing competition, nor does writing the longest email make you look the most professional.
 
An effective reply should help the customer get the information they need quickly while naturally moving the conversation to the next step.
 
The key is not to make every reply long and comprehensive. Instead, read the customer’s inquiry carefully, identify what they already know and what they still need, and then provide exactly the information that helps them make the next decision.