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How to Answer Customers' Questions

Posted by: Jenny | 2017-03-20 14:48:37

For the most part, when you start business with a new customers for the first time, they will ask you some questions about the products to see if you are a qualified supplier and whether you are trustworthy or not.

Question: Can you tell me how many different types of plastic your company manufactures?

1.If you are not sure about that, you can answer:

We have many different types of plastic and many manufacturing processes, the exact technical details I will need to check for you. Give me some time and I will check with my colleagues and get back to you.

2.When you don't know answers to some questions, you can tell them you need some time to find the answers. The wrong response is:

I am not sure of how many different types of plastic we manufacture, but I know that we make many different types.

When you have first cooperation with a new customer, you should avoid using words like "I don't know" or "I'm not sure."

Question: Do you think you are very competitive compared to other factories that make the same product as you do

1.You can answer customer by this"
Yes, we have a strong advantage over our competitors. We are currently upgrading software for our computerized machinery and we are always on the market for new and improved technology, both in our machinery and our manufacturing process. This will enable us to have very good competitive prices now and even more in the future.

It is a very professional response. Customer will be satisfied with the answers because they get information exactly they want to know about.

2.However, when you are not sure about answers to questions, you can answer:
Hello, we have various quantities of computerized machinery in our factory. If you like, I can get you a full list and inventory of them and also their full capabilities. We believe we have an advantage over our competitors. Our customer service is excellent and you will see this if you decide to do business with us. We go the extra mile to take care of our clients and to ensure customer satisfaction.

If you are not certain of how to answer some questions, this is a smart way to do that by telling customers you have quantities of computerized machinery while you still need to check in order to give the details and functions of each machinery.


Question: How long have you been in this business?

Answer: We have been in this business for 12 years this coming November.

By showing clearly you have been in this business for 12 years this coming November means you are clear of your company's history and you are confident. When answering questions about time, you'd better give a time as concrete as possible but not just approximate one because customers prefer a exact figure.


Question: How many employees do you have?

Answer: At present we have 138 employees. However during the busy seasons we hire an additional 30 to 50 people, depending on the work volume at that time.

We not only tell them how many employees we have at present, but also tell them we hire additional employees in peak period. Customers like an integrated answer. People often like to get more information with one question, therefore you need to provide information in your answer as much as possible.

Question: Are you a trading company or a factory?

Answer: We are a factory, and we manufacture all our products and we also manufacture for trading companies. We are not a trading company ourselves. We can offer you factory direct prices, so it will be good for you to be able to offer good prices to your clients.

It is a very smart answer. You directly tell customers the advantages they will get if they cooperate with factory because factory can give a more favorable price to them. Sometimes suppliers like to explain more to customers but customers will find your answer tedious. You can say "I will answer this question again and I will explain more to you."

Question: How big is your factory?

Answer: Our factory is 30,000㎡, including our warehouse, It is broken down into different sections, 20,000㎡ is used for all our machines and high production, 5000㎡ for finishing and painting of the products and we have 5000㎡ of warehouse where everything being shipped from.

It is also a professional answer which shows that supplier know their company well. Telling customers floor space of factory and explain that the factory is divided to 3 parts and functions of each parts, shows supplier is professional.

Question: What countries give you the most business?

Answer: 48% of our business comes from the U.S, 20% from Europe, 12% from Canada, 10% from Australia and 10% from local areas. This changes from year to year depending on the country's economic situation and depending on the orders and product development we do in these areas. We are always seeking to promote new business as well as seeking to increase the sales of our current clients.

From this answer, customers will know clearly about their company's business situation and the ratio supplier gives can better convince customers. It also shows supplier's desire to advance because they try their utmost to seek any chance to increase the sales.

All in all, we should not only answer clearly to customers' questions, but also need to tell them information they don't ask but they want to know.

Tags: Question, Factory, Trading Company

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