Guide businesses to respond effectively to customers on Alibaba

1. Understand the B2B model on Alibaba before responding to customers

Buyers on Alibaba are businesses, not retail customers.
They need clear, detailed information and quick responses.
The value of each inquiry can be several thousand to tens of thousands of USD.
Therefore, businesses cannot give general or delayed answers.

2. Response within the first hour - an important criterion of Alibaba

Alibaba gives high rankings to stores that have:

Response speed is less than 1 hour.
Response rate > 98%.

If you respond within 5–10 minutes, the odds of buyers continuing to chat double.

3. Use standard answer templates for quick responses

Prepare 5–7 message templates:

Ask the buyer's needs
quick quote
send catalog
Ask for delivery address
company introduction
video meeting invitation

This helps the team respond quickly and consistently.

4. Personalize answers – Buyers hate answering robots

In the B2B model, buyers want to see you as a real partner, not just a booth. An effective answer should:

Call the buyer's name.
Repeat their request.
Provide solutions for the right industry.

Correct example:“Hi John, I see you're looking for 5000 units of PP plastic household containers. Our factory can produce 20,000 units per day.”

5. Introduce the company clearly in the first message

Buyer wants to know:

Are you a manufacturer or trader?
workshop scale
year of establishment
certificate
monthly output

Make a brief introduction of 2–3 sentences to build trust immediately.

6. Always attach images or videos of the product

Messages with images increase the likelihood of buyers replying back by 40%. You should submit:

real product photos
production process video
Packaging and packaging images
Product photos in warehouse

7. Fast and transparent quotation according to MOQ

B2B buyers often need immediate quotes to:

Compare suppliers
Send it to superiors for approval
budget

Businesses should quote prices according to:

MOQ
FOB price by port
delivery time
packing specifications
payment conditions

8. Ask buyers back to understand their needs

Please ask the buyer:

Quantity needed?
Port of receipt?
OEM/ODM request?
Resale market?

The more clearly you understand your needs, the more accurate your quote will be.

9. Send PDF catalog for buyer to see all products

Catalogs help:

demonstrate ability
Save time sending each product
Increase professional confidence

10. Invite buyers to video meetings to increase conversions

In the B2B model, buyers really need:

see the workshop
Meet the person in charge
Confirm production capacity

Therefore, inviting them to a video meeting (Zoom/Alibaba Video Meeting) is an extremely effective step.

11. Send product samples when the buyer is serious

If buyer provides:

delivery address
detailed request
company information

That's a sign they're looking at you as a potential partner. Sending samples helps increase credibility and the ability to close deals.

12. Always update inquiry status in Alibaba system

This affects:

operating point
product display ratings
the reputation level of the stall

13. Respond politely and patiently – International buyers appreciate professionalism

Even if the buyer asks in the wrong industry, he must still answer fully.

Shouldn't:

Answer briefly in 1–2 words
Responding without initiative
Use incorrect English grammar

14. Do not leave inquiry for more than 24 hours - Alibaba rates very low

If inquiry is not answered within 24 hours:
operating point drops sharply
Product display has been reduced
The store is difficult for buyers to see

15. Always maintain a professional attitude even if the buyer refuses

Some buyers will say:

“We're comparing prices.”
“We'll contact you later.”

Stay calm and professional. You can even still follow-up after 3–5 days.

16. Explain competitive advantages in buyer's language

Advantages may include:

Fast production
competitive price
quality certificate
24/7 support team
export experience
Free sample products

17. Use Alibaba Vietnam to get advice on opening a store and support responding to customers

Alibaba Vietnam provides:

Customer response training
Instructions for using Alibaba's CRM system
How to manage inquiry
how to optimize operations
Consulting on opening a booth in the right industry
Instructions for exporting through Alibaba for new businesses

ALIBABA VIETNAM COMPANY - EXPORT E-COMMERCE FLOOR

• Head office: 19th Floor, Saigon Center Building, No. 67 Le Loi Street, Ben Nghe Ward, District 1

• Email: [email protected]

• Phone: (+84) 987 258 510

• Branch 1: 10th Floor, Becamex Tower, 230 Binh Duong Avenue, Thu Dau Mot, Binh Duong

• Branch 2: 9th Floor, TTC Plaza, Vo Thi Sau, Thong Thong Ward, Bien Hoa City, Dong Nai

• Branch 3: 123 Cong Hoa, Ward 12, Tan Binh, Ho Chi Minh City 700000, Vietnam