SMAD Case Study: How to win trust from a veteran dealer
October 12, 2021 / Company News
“Unfortunately, we do not have the ability to read others’ minds.
Until now, the best way to succeed in the face of distrust is to be patient and
honest. Patience and honesty paid off”, the sales manager in SMAD
Raj originally appeared as a veteran home appliances distributor, who is
professional and picky and was constantly on the lookout for better home
appliances suppliers to meet higher and higher demands in his end.
At first, he had some hard times sourcing manufacturers and products. He went
from store to store on Alibaba in order to find one that can satisfy his
He was strict with suppliers. Firstly, they should be experienced in the home
appliances production industry and also able to offer their distributors
competitive market prices; secondly, he cared about the establishment time which
he thought would suggest relevant information regarding their competence in the
field and how well they have been able to adapt and respond to changes that
happended in this industry; last but most important, the partner he wanted to
deal with is a factory. Only in this way can you rest assured of lower prices,
transparency, accountability, reliable shipping dates, less paperwork, and fast
After a painstaking search, he finally decided to have a try with SMAD. Smad
has been in the household appliances industry for almost 20 years. After tens of
years of efforts, the company's business has covered cross five continents,
nearly more than one hundred countries. Now SMAD has a staff of 2000 employees
in total and an annual output of 1.38 billion.
But when Raj first contact us, he still kept vigilant. Although he had a
strong drive to succeed in finding a qualified manufacturer, he didn’t plan to
rush into the cooperation. During the pandemic, he couldn’t come to check our
industries and company in person, so he asked for as detailed information as
possible, including production progress, trade mode, warehouse and even our
We admire his rigorousness and thoughtfulness and he was in the right. after
all, we were collaborating for the first time. But meanwhile, we also realized
behind his seriousness, there appears the real question: trust.
Thus, instead of spending too much time and effort focusing on our product
and how awesome it is, we address his thoughts and feelings and spend more time
in understanding his needs and desires.
The salesperson in SMAD provided as detailed information as possible for our
customer, including photos and videos of our factory, shop profiles in Alibaba
and eBay and addressing his worries seriously.
Finally, our almost twenty years of trade experience and trustworthy
attitude, as well as professional and patient service, won his trust. The first
operation took much patience and communication, but since then, we developed a
long-term and stable cooperative relationship.
“The best way to succeed in the face of distrust is to be patient and honest.
Patience and honesty paid off.” said by salesperson in SMAD.