# Follow-Up And After-Sales Case Cards

Use these cards first for silence, complaint, win-back, and reorder momentum issues.

## CASE-FOLLOWUP-001 Quote sent but client does not reply

- Stage: Quote follow-up
- Trigger phrases:
  - We quoted several times and still no order
  - The client asked the price but did not move
  - We need a follow-up that creates movement
  - 报价后客户不回复
  - 报了好几次价还是不下单
  - 问价不下单
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 173-229 quote follow-up and closing`
- Case takeaway:
  - Add a real lever to the follow-up: stock timing, production slot availability, market window, annual plan, raw material price trend, or a concrete question.
  - Keep the follow-up easy to answer — ask one specific question, not an open-ended "any update?"
  - Push only one next step at a time — don't overwhelm with multiple asks.
  - Use the "reverse general" approach: "I can't help but misunderstand your meaning — as long as the price meets your target, you can confirm the order?"
  - Create a sense of shared investment: "We already spent much time on this order."
  - If multiple follow-ups have failed, try a different angle: new product information, market intelligence, or a personal touch.
- Reply mindset:
  - Create movement with a specific lever
  - Lower reply friction with easy-to-answer questions
  - Avoid needy chasing
- Do not say:
  - Did you see my last email
  - Please reply when free
  - We are waiting for your response
  - Any update?

## CASE-FOLLOWUP-002 Existing customer or lead has gone silent

- Stage: Reorder follow-up or negotiation stage
- Trigger phrases:
  - The client used to engage and now ignores us
  - We followed up many times and got silence
  - We need to re-open the conversation without sounding desperate
  - 客户已读不回
  - 跟进多次后客户不回复
  - 老客户不回复了
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 178-194, 230-266 silent client and reorder push`
- Case takeaway:
  - Use a light but purposeful re-entry — don't pile on more of the same follow-up messages.
  - Reference prior cooperation or prior work already invested — "Since our two months of communication, I think you are a really professional and nice person."
  - Offer one relevant update, one helpful question, or one next-step option — not all three at once.
  - Try the "honest vulnerability" approach: "I can't help but wonder — are you just trying to be polite and don't want to reject me? If yes, I would be very sad. What should it take for you and me to do business?"
  - If the client has been silent for a long time, try a completely different topic: industry news, new product launch, or a seasonal greeting.
  - For clients who partially respond (answer some questions but not others), focus on what they did respond to and build from there.
- Reply mindset:
  - Warm but not weak
  - Rebuild context fast
  - Protect your position while showing genuine interest
- Do not say:
  - Why are you ignoring me
  - We spent so much time on you
  - This is the last time I'm reaching out
  - I'm very disappointed in your silence

## CASE-FOLLOWUP-003 Client says will discuss with team then goes silent

- Stage: Negotiation stage
- Trigger phrases:
  - Client said they need to discuss internally
  - Client said "I will get back to you" but never did
  - Client is in internal discussion and we lost momentum
  - 客户说要和团队确认然后就没消息了
  - 客户说考虑一下就不回了
  - 客户说要内部讨论
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 194, 264 client says will discuss with team`
- Case takeaway:
  - "I will get back to you" and "I need to discuss with my team" are often polite ways to delay or avoid a decision — don't take them at face value.
  - After a reasonable waiting period (3-5 business days), follow up with new information that helps their internal discussion: a comparison document, a case study, updated pricing, or a production timeline.
  - Offer to join their internal discussion: "If it would help, I'd be happy to join a call with your team to answer any technical questions directly."
  - Create a soft deadline: "Our production schedule for Q3 is filling up — if you could confirm by [date], I can reserve a slot for you."
  - Ask a specific question that requires a simple answer: "Just to help me prepare — is the main discussion point the price, the delivery time, or the specifications?"
- Reply mindset:
  - Provide ammunition for their internal discussion
  - Create gentle time pressure
  - Make it easy for them to come back with a decision
- Do not say:
  - Have you discussed yet?
  - How long will the discussion take?
  - Your team is taking too long
  - I need an answer now

## CASE-CLOSING-001 Need to push order confirmation or earlier ordering

- Stage: Negotiation or reorder stage
- Trigger phrases:
  - We want the client to place the order earlier
  - The client is hesitating
  - We need to close without sounding pushy
  - 客户犹豫不下单
  - 怎么催客户下单
  - 促单话术
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 201-229 closing and order push`
- Case takeaway:
  - Anchor the push on a real commercial reason: stock availability, lead time, holiday schedule, cost trend, production slot, or project timing.
  - Keep the email decisive and short — long emails signal uncertainty.
  - Offer one clear next action: "If you confirm by [date], I will draft the PI with order details for your reference."
  - Use the "annual plan" approach for reorder clients: propose a yearly purchase plan with volume-based pricing tiers.
  - For hesitating clients, use the "charming close" — a personal, slightly playful tone that breaks the formal barrier: "You are the man making me without any temper."
  - If the client is comparing with competitors, use the "last straw" approach: one final compelling reason that tips the balance.
- Reply mindset:
  - Push with logic and real commercial reasons
  - Keep urgency credible — never fake scarcity
  - Make confirmation easy with a clear next step
- Do not say:
  - Please place the order today
  - If you do not order now the chance is gone forever
  - We have many other customers waiting
  - This is your last chance

## CASE-AFTERSALES-001 Quality complaint, refund, or negative review pressure

- Stage: After-sales stage
- Trigger phrases:
  - The client says the product has a quality issue
  - The client wants refund or threatens a bad review
  - We need to investigate while keeping the relationship alive
  - 客户投诉质量问题
  - 客户要退款
  - 客户威胁差评
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 143-172 after-sales, complaint, refund`
- Case takeaway:
  - Acknowledge the complaint immediately and request evidence: photos, videos, or detailed description of the issue.
  - Separate fact-finding from the final remedy — don't offer compensation before understanding what happened.
  - Keep the tone responsible and solution-oriented: "We take quality concerns very seriously and want to resolve this promptly."
  - If your internal testing shows no issue, present your evidence professionally (video of testing the retained sample) and request the client to re-test.
  - Offer a structured resolution path: (1) investigate with evidence, (2) determine root cause, (3) propose remedy (replacement, credit, partial refund, or rework).
  - For negative review threats, stay calm — acknowledge their right to leave feedback but focus on resolving the actual issue.
- Reply mindset:
  - Calm the client first
  - Clarify facts before offering remedies
  - Preserve room for a balanced remedy
- Do not say:
  - This cannot be our issue
  - Your claim is unreasonable
  - Go ahead and leave a bad review
  - We never have quality problems

## CASE-AFTERSALES-002 Shipping damage claim

- Stage: After-sales stage
- Trigger phrases:
  - Products arrived damaged
  - Shipping damage, who is responsible
  - Client wants compensation for damaged goods
  - 运输损坏
  - 货物到了有破损
  - 客户要求赔偿运输损坏
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 159, 170 shipping damage and dispute`
- Case takeaway:
  - Request detailed photos of the damage, the outer packaging, and the shipping labels — this helps determine whether the damage occurred during production, packing, or transit.
  - If the goods were insured, guide the client through the insurance claim process and provide all necessary documentation from your side.
  - If not insured, determine responsibility: if the damage is clearly from transit (outer packaging damaged), the shipping company bears responsibility; if the packing was inadequate, you share responsibility.
  - Offer practical solutions: replacement of damaged items in the next order, partial refund for damaged portion, or credit toward future orders.
  - Use this as an opportunity to improve: "We will reinforce our packaging for future shipments to prevent this from happening again."
  - Document the damage thoroughly for your records and for improving your packing standards.
- Reply mindset:
  - Investigate before assigning blame
  - Guide the client through the resolution process
  - Turn the problem into a trust-building opportunity
- Do not say:
  - The shipping company is responsible, not us
  - You should have bought insurance
  - The damage looks minor, just use them anyway
  - We packed everything perfectly, it must be your side

## CASE-AFTERSALES-003 Client threatens negative review or platform complaint

- Stage: After-sales stage
- Trigger phrases:
  - Client threatens to leave a bad review
  - Client says they will file a platform dispute
  - Client uses review threat as leverage for refund
  - 客户威胁差评
  - 客户要在平台投诉
  - 客户用差评威胁要退款
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 143-145 negative review and platform complaint`
- Case takeaway:
  - Stay calm and professional — never respond emotionally to threats.
  - Acknowledge the client's right to leave feedback, but redirect the conversation to solving the actual problem: "Sure you have the right to share feedback, but I really hope we can re-confirm the issue and find a solution together."
  - If the complaint is legitimate, offer a fair remedy promptly — a quick resolution often prevents the negative review.
  - If the complaint seems exaggerated or fabricated, request evidence professionally and present your own evidence (retained samples, test videos, production records).
  - For platform disputes, understand the platform's rules and prepare your documentation accordingly.
  - After resolution, politely ask the client to update or remove the negative review — frame it as reflecting the final outcome, not the initial problem.
- Reply mindset:
  - Stay calm under pressure
  - Focus on solving the problem, not fighting the threat
  - Document everything for platform dispute resolution
- Do not say:
  - Go ahead, leave your review
  - You're trying to blackmail us
  - We don't care about reviews
  - Your complaint is fake

## CASE-WINBACK-001 Old customer recovery or trust repair

- Stage: Existing-customer reorder stage or special-case follow-up
- Trigger phrases:
  - The old client stopped ordering
  - Buyer changed or trust was damaged before
  - We want to recover the account
  - 老客户不下单了
  - 客户流失了怎么挽回
  - 之前出现信任问题客户不理我们了
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 151-158, 267-300 reactivation and special situations`
- Case takeaway:
  - Reconnect through prior value or newly available capability — don't just say "we miss you."
  - Keep the tone respectful, not guilt-based — never make the client feel bad for leaving.
  - When the client has a personal or organizational disruption (family emergency, office move, buyer change), reduce commercial pressure and re-open gently.
  - Reference specific positive history: "From our first order of $X to our last order of $Y, our business grew together."
  - Offer something new: updated product line, improved capability, better pricing structure, or a special "welcome back" offer.
  - If trust was damaged by a past mistake, acknowledge it directly and explain what has changed since then.
- Reply mindset:
  - Rebuild trust before asking for the order
  - Be patient but intentional
  - Make the cooperation restart feel low-risk
- Do not say:
  - We supported you so much before
  - Why did you leave us
  - You owe us another chance
  - We were the best supplier you ever had

## CASE-WINBACK-002 Client switched to competitor but signals willingness to return

- Stage: Existing-customer reorder stage
- Trigger phrases:
  - Client went to another supplier but wants to come back
  - Client says the other supplier has problems
  - Client is comparing us with their current supplier
  - 客户换了供应商但想回来
  - 客户说别的供应商有问题
  - 客户想重新合作
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 225, 231, 269-271 competitor switch-back`
- Case takeaway:
  - Welcome the client back warmly but don't gloat about the competitor's failure — stay professional.
  - Use this as an opportunity to reinforce your value: "We're glad you're considering us again. Our quality and service haven't changed."
  - Don't immediately offer a discount to win them back — they're coming back because of quality/service issues with the competitor, not because of price.
  - Ask about their current situation: what went wrong with the other supplier, what their current needs are, and what timeline they're working with.
  - If appropriate, offer a "restart" package: a small trial order at standard terms to rebuild the relationship, with better terms for subsequent orders.
  - Set clear expectations: "We'd love to work together again. Let's start with a trial order so we can both confirm everything works smoothly."
- Reply mindset:
  - Welcome back without gloating
  - Reinforce your value proposition
  - Set clear expectations for the restart
- Do not say:
  - I told you so
  - The other supplier was always worse than us
  - You should never have left
  - We'll give you a big discount to come back

## CASE-WINBACK-003 Client has personal disruption (family emergency, travel, relocation)

- Stage: Special-case follow-up
- Trigger phrases:
  - Client's family member is ill
  - Client is traveling or relocating
  - Client has personal issues affecting business
  - 客户家人生病了
  - 客户在旅游
  - 客户搬办公室
  - 客户父亲得了癌症
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 249, 263, 269 personal disruption follow-up`
- Case takeaway:
  - When a client faces personal disruption, reduce commercial pressure immediately — show genuine human concern first.
  - Send a brief, warm message expressing care without any business content: "I heard about your situation. Please take care of yourself and your family first. Business can wait."
  - Wait an appropriate period before re-engaging on business topics — at least 1-2 weeks for serious situations.
  - When you do re-engage, lead with a personal check-in before transitioning to business: "I hope things are getting better. When you're ready, I'm here to help with anything you need."
  - Never use the personal situation as leverage or create guilt about pending orders.
  - Keep the door open without pressure: "Whenever you're ready to continue, just let me know. No rush at all."
- Reply mindset:
  - Human first, business second
  - Show genuine care without ulterior motive
  - Be patient and let the client set the pace
- Do not say:
  - Sorry about your situation, but we need to discuss the order
  - When will you be back to handle business?
  - We've been waiting for your payment during this time
  - Other customers are asking for your production slot
