1. Customer contact and demand analysis
(1). Initial contact (2025/1/18)
- Background: The client is a newly established Saudi trading company (registered on January 19, 2025), acting as an agent for end customers to purchase special vehicles and importing trucks from China for the first time.
- need:
- FOB quotations for two fire trucks, focusing on parameters, price, and configuration (such as high-pressure hoses and 18-ton total mass).
- Delivery time requirement: 2-4 months.
- Key points:
- Customers are price sensitive and our quotations have a competitive advantage.
- End customers have strict requirements on technical details (such as high-pressure hose specifications and Saudi local standards).
(2). Deepening of demand (January 27, 2025 – February 5, 2025)
- Technology Upgrade:
- The end customer requested to upgrade the 5+1 foam fire truck to a total mass of 18 tons (with tools) and equip it with a high-pressure hose (30 meters/1 inch).
- Provide 3C, ISO9001 certificates and meet Saudi Arabia Customs HS code (8705309000) requirements.
- Decision-making process:
- The customer needs internal approval and the management finally approves the purchase of 3 fire trucks (1 of each model).
- Additional conditions: If the ocean freight is reduced, the quotation will be adjusted, and the deposit will be paid after Sabre certification.
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2. Key points of negotiation and transaction
(1). Quotation and terms game (2025/2/5 – 2025/3/9)
- Pricing strategy:
- Free upgraded high pressure hose (valued at $2000), lock in orders placed this month.
- The final quotation was close to that of competitors ($100 lower), highlighting the advantages of carbon steel tank body (competitors use PP material) and delivery time.
- Trust Building:
- Account Manager Mohamed insisted on choosing us (rejecting the order from Sany Heavy Industry) and recognized our professional service and reputation.
- Provide 3D drawings (later converted into English exploded views) to assist customers in sales.
(2). Crisis Management (March 21, 2025 – March 24, 2025)
- Emergency issues:
- Saudi Arabian Civil Defense refused to issue a certificate of conformity (due to the lack of an authorized repair center), requiring the Isuzu chassis to be replaced.
- The client questioned the progress internally and Mohamed was transferred out of the project team.
- Countermeasures:
- Quickly provide Isuzu chassis alternatives, matching prices and specifications.
- Propose three solutions A/B/C (such as comparing the quality of production by order), and finally win back the customer with professional service, response speed, factory strength and competitive quotation.
(3). Final transaction (2025/3/27 – 2025/4/8)
- Payment Terms:
- Accept 20% TT + 80% LC, and produce after payment received.
- Negotiation of L/C terms: 21-day delivery period, delivery at any bank, acceptance of transit transportation.
- Technical confirmation:
- The vehicle must meet Saudi standards (lights, water inlets and outlets, English/Arabic signs).
- Provide factory inspection report and customized Logo.
- Organized an online video conference and an online factory visit, and the general manager of the client company expressed satisfaction on the spot.
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3. Project summary and experience extraction
(1). Success Factors
- Professionalism and responsiveness:
- Quickly provide technical documents (such as operation manuals, 3D drawings) and flexibly respond to changes in requirements (such as Isuzu chassis replacement).
- Proactively address certification issues (Saber, Saudi Civil Defence standards).
- Customer Relationship Management:
- Deep trust from key person Mohamed (to assist in internal promotion and resist competitors).
- Cultural sensitivity during Ramadan (blessings and greetings) to strengthen partnerships.
(2). Improvements
- Risk prediction:
- Saudi Arabia policy restrictions (such as maintenance center authorization) should be investigated in advance to avoid temporary chassis replacement.
- The background of new companies needs to be verified earlier (such as trading experience and qualifications).
- Delivery Management:
- Initially, the delivery time was promised to be 45 days, but it was later extended to 60 days due to technical adjustments. The production cycle needs to be evaluated more carefully.
(3). Future Recommendations
- Agency cooperation: We can deepen the agency relationship with Mohamed (he expressed his intention to visit the factory).
- Standardized process:
- Establishment of technical/certification database for Saudi market (e.g. Saber, Civil Defence requirements).
- Provide "one-stop" solutions (including freight forwarding) for purchasing agents.
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4. Attachments
(1). Customer PO and PI documents
(2). Technical parameters and certification document list
(3). Key communication records (WhatsApp/email summary)