Many merchants have similar experience that they enter alibaba.com as soon as they started to do foreign trades, they haven’t paid efforts to run the platform though they spend a lot of fees on it every year, so they miss lots of opportunities. As the same, Foshan nanhai Dong Tian Yang industrial co. LTD has cooperated with alibaba.com for 12 years. It didn't make great success in terms of foreign trades, with the platform outsourced in the first ten years. The company build its own operation team this year, it made huge progress of foreign trades since the upgrade in June，now it has been a four-star merchant. In conclusion, Lin says that we should treat our clients with hospitalities and keep thinking about what the goods and services client wants.
1、Enhance merchant and product capability score
Lock the target client by modifying titles and key words. Attract clients to inquire, with video and unitive model. Communicate with client patiently and handle with clients’ problems in time; Online orders with credit assurance enhance the scores of product capability and turn it into high-quality product. Enhance clients’ confidence by uploading certificates of ISO, CE, Design patent.
2、Enhance marketing capability score
Keep the rate of reply to clients' inquiry over 90%, by P4P keyword spreading and timely reply. Look for clients with intention by taking full advantage of RFQ.
3、Enhance trading capability score
Increase exposure by putting popular products into showcase and raise ranking by P4P in the meantime, the flow will grow naturally. Follow-up clients and bring orders by means of visitor detail, timely reply, e-mail, whatsapp etc. Followers release daily news of the company so that clients know more about the company and have more confidence in the company, including but not limited to product recommendation, certification, exhibition news, client photos. Sending photos of goods before delivery, following the logistics in time after delivery, makes the clients feel great care from the company and leads to repeat purchase.
4、Enhance performance capability score
Inquire product situation and satisfaction after buyer receive products. If it happens to be some damaged, deal with the problem in time and invite the client to make comments.Appropriately, give some discount of next order.When it comes to quality problems, communicate with QC department and production department in time, send the accessories which needs to be replaced, also provide video or text description to show how to replace, it is important to make the client feel satisfied.
Foshan nanhai Dong Tian Yang industrial co. LTD was founded in 1997, it began to do foreign trades in 2002, and entered alibaba.com in 2007. At first, it mainly export equipments of beauty and hair salon. As similar as most early merchants, Lin did’t pay attention to this platform.“no full-time staff runs the platform, the outsourced is also not satisfied, so it is in vain of the platform fees, charged 29800RMB per year”, Lin says.
It was the Competition of regional procurement Festival that attracted Lin to pay attention to alibaba.com.“The competition was like a practise, every staff was full-spirited, it helped to know about modes of different region and different industries, we learned each other. It was a great encourage that our foreign trade team exceeded the target.”Lin says. In june of this year, Lin decided to join the program of Quality Cantonese Merchants, he placed specialized position in charge of running the platform, upgraded his shop to verified supplier before September procurement Festival, and it came to a qualitative difference.
Having been a verified supplier, firstly, we took off the product with no sales or inquiries in 180 days, demanded our staff to upload at least 5 superior products. These products must be retaken photos and videos for description. Some furniture needs line graph from different angles and dimensions，also adds specific description. In conclusion, we are trying to consider what clients want to see when they enter the page, we offer information of product as specific as possible, we want our clients know the product at a glance, and then make an order directly. Furthermore, followers release daily news of the company so that clients know more about products and have more confidence in the company, including but not limited to product recommendation, certification, exhibition news, client photos, it reduces client's doubts and make them order without worries.
The effect is remarkable! It not only greatly shortens the order receiving time, but also brings substantially increase of inquiries, added up to 175 per month, with its rate of reply over 90%. The shop look for clients with intention by taking full advantage of RFQ, and it receives an order from Australia, valued 12444 dollars.
The accumulation of orders with trade assurance is very important, Lin says, now new buyers mostly come from alibaba.com, we have reached an agreement of trade assurance. However, some old clients still have concerns about ordering online, they'll find a way to guide them. Having upgraded to a verified supplier, the company has won clients’trust. Meanwhile, the mode of ordering with multiple currencies，helps it accumulate orders with trade assurance.