In 2020, the Egypt customer sent us an inquiry on the official website. After getting the customer’s information, our business communicated with the customer through email (since the product is a large grinding equipment, many details need to be communicated with drawings, so we prefer to communicate through email and WhatsApp). Through communication, we know that the customer needs to process grinding calcite and dolomite with grinding fineness of 1000-1500 mesh and production capacity of 3-5 tons/hour. Our sales manager advised him to use our HGM series ultrafine powder grinding mill.
We have learned that the raw material of the customer is a large block material, which cannot be directly put into the ultrafine mill for grinding. It needs to be broken into small materials for grinding in advance. After receiving the detailed material information of the customer, our sales manager communicated with the engineer immediately and designed a reasonable scheme drawing for the customer’s project according to the customer’s needs.The quotation list was sent to the client after he approved the drawing scheme.
The customer asked us the following questions after getting the quotation: 1. The price of the mill is too high. 2. The quoted product information does not match the website information. 3. The freight is too high.
We respond to customers’ questions:
1. Product information does not match. There are 5 types of HGM series ultrafine powder grinding mill, and the corresponding parameters of each type are different. Our sales manager explained the parameter information of different types to the customer one by one, and finally reassured the customer.
2. To the problem of freight due to the influence of the outbreak, the global ocean freight price to rise sharply, but the customer does not know the shipping situation at that time, we suggest that the customer himself first to ask the local shipping agent market price, if the customer feel our provide the freight price is higher, we agree to use FOB, after investigation, The customer prefers the price offered by our forwarder and decides to continue using CIF.
3. For the product price, first, tell the customer we are a mining grinding equipment manufacturers, we sell equipment are our own production in the middle of the no middlemen to earn price difference, price is our factory price, you have made the second we learned through many times and customer communication that recently there are other manufacturers to send his offer, Under our questioning, we know that it is those manufacturers, according to the advantages and disadvantages of different manufacturers to make a comparison, and give a larger preferential price.
As the virus spread, raw material prices rose sharply, Sea freight prices are also soaring. We have to adjust the contract price, which means we may lose customers, and if we don’t adjust the price, the company will face losses. After weighing the price, our sales manager finally decided to send a letter of notice to the customer. As expected, the customer is very dissatisfied with the price increase and has to find a new supplier.
Under such a crisis situation, our sales manager was very patient and carefully explained to the customer why we raised the price. We provided the customer with the comparison table of the price increase of each part of raw materials and explained to the customer that we were willing to bear part of the price difference. The customer accepted the adjusted price after conducting market research. A week later, the bank approved the payment, the customer paid the deposit, and we felt at ease.
After the outbreak in 2022, after-sales engineers went to the customer site to guide production line installation and technical personnel to conduct operation training. The following is the customer site picture.
Through this transaction gave me the deepest feeling:
1. Learn to listen, listen to what customers say, understand the real needs of customers.
2. Learn to ask questions, ask customers’ pain points, to carry out corresponding solutions.
3. Learn to excavate and explore the surface and potential needs of customers in various ways. More stand in the customer’s point of view to start. Give him a plan that works best for him.
4. Seek truth from facts, do not cheat customers to hide, product performance, output, loss what it looks like, do not exaggerate. Sell products first to sell themselves, in the sale of products, first character after the product.
5. Service first, patient to answer customers’ questions, balanced mentality, not eager for success.
In addition to HGM series ultrafine powder grinding mill, the company has many other powder grinding products for you to choose from.
Ultrafine powder grinding mill:
I also believe that Shanghai Clirik Machine Co., Ltd. will be better and better, Choose us more at ease.