1. Euphemistically answer customer questions and try to eliminate customer concerns
In the Internet era, information transmission is fast, and foreign customers are also paying attention to the epidemic situation in our country. At this time, we do not need to intentionally cover up or keep silent. As a world economic power, China's media reports rushed to this incident, and many customers have some idea. Excessive explanations can cause unnecessary anxiety. To make a long story short, most customers understand and greet you.
The main epidemic situation is only in Wuhan, which is under control. The government is actively taking many measures to deal with it. Other cities have little impact. I believe it will be restored soon. China is determined and capable of winning the battle against the coronavirus. We all take it seriously and follow the government's instructions to contain the spread of the virus. The atmosphere around remains optimistic to some extent. The epidemic will be eventually controlled and killed.
(Translation: The main epidemic is only in Wuhan and is under control. The government is actively taking many measures to deal with it. Other cities have little impact and I believe it will soon recover. China is determined and capable to overcome this epidemic. We They also take it seriously and cooperate with it to control the spread of the virus according to government instructions. To a certain extent, the surrounding atmosphere remains optimistic. This epidemic will eventually be controlled and eliminated.)
Second, to correctly deal with some problems that may arise due to the epidemic
(1) Notification of holiday extension
There is no need to tell a long story. As a world economic power, China's media rush to report on this matter, and many customers know it to some extent. Excessive explanations can cause unnecessary anxiety. To make a long story short, most customers understand and greet you.
(2) If customers are concerned about the spread of the epidemic, express confidence
China is determined and capable of overcoming this epidemic, and we have taken it seriously and cooperated in accordance with government instructions to control the spread of the virus. In a way, the surrounding atmosphere remains optimistic. The epidemic will eventually be controlled and eliminated.
(3) Informing customers that the order has been placed may be delayed
I'm afraid the schedule of your order will change due to the delay in production, and we will further inform the progress.
We regret to inform you that the delivery date will be delayed due to the outbreak. In following up, we will inform the progress in time, and we are doing our best to speed up the progress. We apologize for any inconvenience this may cause, and thank you for your patience.
(4) If the client has a plan to come to China in February, he can persuade him to come later
In order to avoid any negative impact, I suggest you consider delaying your trip to China.
(5) If customers are rumored by overseas media
False news! If possible, please help prevent the spread of such rumors. It is believed that the speed, scale and efficiency of China's response to this epidemic are rare in the world.
3. Check orders in hand and pay attention to performance risks
It is recommended to comprehensively review and evaluate the orders in hand. For orders that may be delayed due to delayed resumption of work, communicate with the buyer in a timely manner, explain the relevant situation, and strive to extend the contract with the buyer in writing (email, supplementary agreement, re-signing the contract, etc.). Delivery time. For orders that are determined to be unable to fulfill the contract due to the epidemic situation, it is recommended to terminate the contract with the buyer in a timely manner and obtain the force majeure factual certificate issued by the China Council for the Promotion of CCPIT if necessary to reduce the risk of anti-claims by the buyer in the future.
4. Arrange transportation in advance and pay attention to logistics risks
At present, traffic is temporarily blocked in some areas due to the epidemic, so care should be taken to avoid late shipments due to logistics reasons. In particular, under the L / C payment method in trade, pay close attention to the latest shipment date, if necessary, negotiate with the buyer to modify the latest shipment date, and reserve a sufficient shipment period to avoid discrepancies in the delivery of documents. . At the same time, it is recommended that export enterprises should actively pay attention to the operation of important delivery places such as domestic ports and airports. If the epidemic situation causes temporary closure, change the logistics and storage in a timely manner.
V. Sort out upstream customers and focus on supply chain risks
It is recommended that export companies actively maintain close contact with domestic suppliers, assess the extent to which suppliers have been affected by the epidemic, and confirm the latest status of resumption of work and delivery arrangements. For the situation where the upstream supply is relatively tight, if necessary, formulate alternatives for domestic suppliers or appropriately increase inventory to ensure the safety of raw material supply.
Six, practicing internal skills and marketing
Rarely enough time can be spared to strengthen the "internal strength", sort out the product line, the business direction of the new year, how to improve product quality, how to improve work efficiency ... these are all things that can be done at present .
Of course, the epidemic will always end, so marketing promotion should continue to do, it is best to increase efforts. For foreign trade, many orders need to be followed up for a long time. Therefore, the development of new customers should be focused on the future and accumulated for a long time.