Some customers often wonder what kind of employees are behind our company, which has been in business for more than 10 years, and why our team has been able to go all the way. So firmly maintain the original intention. This time, we decided to present you a different Kain, and dig deeper into the unique side of those outstanding employees. Let you know more about Kain and the persistence behind every sincere service employee, and break the mystery in your mind.
We invited Violet, a very excellent sales manager from Kain (her real name is replaced by her nickname), for an exclusive interview. She patiently shared with us her industry experience and some advices. The following is an interview with her:
1Why do you think your customers choose Kain?
Violet: I think the main reason is Kaiyin’s reputation. Many customers who have cooperated with us have very high evaluations of us. Moreover, Kain is well-known in the industry. Not only do we have a relatively complete range of products, but also in terms of service, we develop personalized services and pay attention to every detail. Some old customers often introduce new customers to purchase, which also proves that the quality and credibility of our products are recognized by customers.
2How do you guide new customers to close transactions?
Violet: A new customer always has some concerns before completing a transaction. What we have to do is to dispel his concerns so that he can feel at ease with us. purchase. Most new customers will be worried about product quality at first. For such customers, we will suggest them to first visit our store on the Alibaba platform. Our store has been operating on the Alibaba platform for ten years. The transaction volume and reviews in the store can help customers understand us better. If there are any product quality problems, we also support returns and exchanges at any time, and we promise. After customers get to know us to a certain extent, they will basically have a strong intention to cooperate. I will also try my best to help customers get the right price. Once the customer's concerns are eliminated, cooperation can be discussed naturally. We pay more attention to long-term cooperation, so whether it is products or services, we hope to exceed customer expectations.
3. How do you move customers from distrust to trust? Do you have any typical cases to share?
Violet: Take the Kunshan project as an example. This is a customer who needs water treatment products. The customer initially came to inquire. After I made a detailed quotation and sent it to her, she did not reply whether I wanted to order. When I couldn't wait for the customer's reply, I took the initiative to contact her to find out the situation. During the communication, the customer explained the reasons very frankly. She selected three or four suppliers and wanted to schedule interviews with them all to compare them before making a decision. I remember that when we went for the interview, we prepared a copy of all the information, such as product catalogs, business licenses and qualifications. When the customer saw it, she was still surprised. She didn’t expect that not only did we have complete qualifications, but also the interview was complete. So well prepared. Originally, they wanted to come to our company for inspection after the interview before making a decision. In the end, they did not come and chose to close the deal directly. I think it’s because we take every job seriously that impresses the customer and makes her believe that she can cooperate with us with confidence.
4Have you ever encountered any special circumstances during delivery?
Violet: Regarding delivery, if we usually collect payment before three o'clock on the same day, we will deliver the goods on the same day. If it is a special situation, such as a very large amount of goods shipped out on that day, Or if the stock cannot arrive at the warehouse in time, some products will be shipped the next day. I met a customer who found us through the Alibaba platform. At that time, he contacted me after shopping around on the platform and felt that the price of our matting powder was relatively reasonable. However, when the transaction was about to be completed, the customer was still lowering the price. To be honest, the profit for us was already very low at the price at that time, but considering that he was a new customer, I still wanted to try my best to keep him. So I applied to the manager and gave him a reduction of 5 yuan, hoping that we can continue to cooperate in the future. After he placed the order on the Alibaba platform, he asked me if he could deliver the goods on the same day. It happened to be in stock that day, so I told him that it could be delivered. Who knows, if the goods prepared that day do not arrive at the warehouse in time, there will be no way for the warehouse to arrange delivery.
5. How did you solve this special situation?
Violet: I called the customer immediately to apologize, but the customer was very anxious at the time. He felt that we were dishonest and felt that he had been deceived. I can understand his anxiety at that time, because the raw materials were not available, which would delay the construction period, and he might be held responsible for the losses caused by this delay. I felt very guilty and wanted to send the goods to him quickly, but at the same time I didn’t want to...Trust the customer, not to mention it is the first time to cooperate. I quickly contacted various cooperative logistics companies, but they all said that they could not guarantee same-day delivery. Later, I had no choice but to go to the logistics department and ask my colleagues in the logistics department to help me arrange a car to transport the goods directly from Shanghai to him. The goods would be delivered to the customer at eight or nine o'clock in the evening. The cost of hiring the car was also deducted from the profit. After all the twists and turns, this order really cost my wife and her troops. But we still have to be responsible for every customer, no matter how big or small the order is, whether it is a profit or a loss.
6After the matter is resolved, how does the customer treat you?
Violet: After he solved the problem, the customer's attitude became much better. I also told him that our office and warehouse are not in the same system. All our information sources can only be given to us by the warehouse, and it is difficult for us to control it. He also expressed his understanding. In fact, no matter what problems you have in the process, the customer just wants to ensure that his goods arrive on time. As long as the result is satisfactory to him, he is relatively easy to talk to. Later, he still recognized our professionalism.
7. What suggestions do you have for Kain’s sales partners?
Violet: Small business depends on strategy, big business relies on virtue. We must convince people with virtue, build a career with trustworthiness, and treat guests with sincerity.
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