Standard Response Techniques for Several Common Foreign Trade Issues

In foreign trade, different customers have different concerns. Some focus on price, some on quality, and others on after-sales service, etc. So, how should we handle these different issues? In this article, we will take a look.
 


When the customer says: "Please send price list"
If the customer clearly specifies the product they need a quote for, the process is simple: just send the requested product quote.
 
If the customer does not specify the product and only generally asks for a price list, then you should send quotes for your company's key or best-selling products. You can also include some promotional or discounted products, as high-quality products with competitive prices are more likely to catch the customer’s attention when their needs are unclear.
 
Additionally, make sure to indicate the validity period of the quote. For example: "Quotation validity period: September 12, 2024 to October 30, 2024." Setting a validity period provides a reasonable basis for adjusting prices later, especially in the case of price increases. When customers inquire, there is a clear reference. It’s important to note that such quotes are usually on an EXW (Ex Works) basis.
 
When the customer says: "Can you give us your best price"
When a customer asks for the lowest price, it may sometimes just be a way to gather pricing information. Therefore, in such situations, it’s not recommended to immediately offer the lowest price, or even to reduce the price at all.
 
Whether to lower the price depends on the specific situation. If the customer asks for the lowest price before having a deep understanding of the product, there’s no need to lower the price. However, if there have been several communications and the customer’s needs are clear, then you can adjust the price slightly, but avoid offering the bottom price. Customers will often request further price reductions 2-3 more times, so it’s important to leave some room for negotiation. This not only helps maintain price stability but also makes the customer feel they are getting a good deal.
 
When the customer asks: "Factory or Trade Company"
This is a question many customers ask, as most prefer working with factories, believing that factory prices are more favorable. If you are indeed a factory, you can confidently state: "We are the factory." If you are not a factory but have close ties with one, you can appropriately present yourself as a factory. However, if your relationship with the factory is not that close, you can use terms like “partner factory” or “affiliate.”
 
While being a factory has its advantages during the initial contact, the ultimate decision depends on the overall performance in terms of product, price, and service. Trading companies don’t need to pretend to be factories, as they have their own strengths, such as providing comprehensive after-sales service, handling flexible small-batch orders, and offering faster shipping.
 
When the customer asks: "Have you worked with any company in our region"
Customers who ask this question are generally savvy. They use this question to gauge the supplier’s strength and to gather information about their competitors.
 
If you indeed have clients in that region, you can say: "Yes, but we cannot disclose their company names, as we keep all of our clients' information confidential." If the customer asks for the region of your clients, and you know it, you can tell them. However, if you don’t know, it’s best not to make something up, as customers usually know their market well, and being caught in a lie would significantly reduce their trust in you. In such cases, you can say: "Client information is confidential. We apologize for any inconvenience."
 
When the customer asks: "CE ROHS certification"
Due to concerns about product quality, most customers will ask the supplier for certifications. These documents are essential for conducting business. If you are a factory, getting a certification usually costs only a few thousand RMB, and oftentimes this piece of paper can save you from a lot of hassle. If you are a trading company, you can request the certification from the factory or have it made under your company's name.
 
Some businesses pass the certification cost on to the customer, which is considered unprofessional and should be avoided.