This case report documents the company's first collaboration with a Kenyan client [client name/type]. From initial contact, requirement communication, and sample confirmation to the successful completion and delivery of the first order, the entire process reflects the company's professional capabilities and efficient service in the [industry/product] sector. This order not only marks the company's official entry into the Kenyan market but also lays a solid foundation for subsequent business expansion in the East African region.
Background Information
Supplier: COGENG (Sales Representative: COGENG-HUGO)
Client: Kenya Client
Client Name: PHILEMON CHESEREK
Products Inquired: COGENG 721/11637,721-11637, 721/12522,721-12522 OEM-Compatible Wiring Harness (construction machinery wiring harness / harness parts)
Contact Information: WhatsApp / Email 
September 23, 2026 (Wednesday): HUGO proactively contacted the client via WhatsApp, attached a screenshot of the previous official website inquiry (Kenya.jpg), and asked: "Hello, is this your message on the official website inquiring about a product?"
Thursday: The client replied with "Yed" (a misspelling of "Yes"). HUGO then professionally pointed out the issue: "Which wire harness do you want? Because these two numbers are different. Used in different places." (Since the inquiry listed two different part numbers: 721/11637 and 721/12522.)
Friday: The client did not reply in time, so HUGO followed up again: "Do you know what you need now is that wire harness? So we can help you sort it out."
Continuing Script: From "Client Hasn't Decided on Part Number" to "Successfully Locking In the Requirement and Closing the Deal"
Act One: Resolving Part Number Confusion and Precisely Locking In the Requirement
(Saturday morning, the client finally understood HUGO's professional hint and replied with key information)
Philemon (Saturday 10:15): "Sorry for the late reply, Hugo. I double-checked with our technician in our Nairobi workshop. We actually need 721/11637 for the main engine wiring. But if 721/12522 is also available, can you send me pictures of both so we can confirm?"
HUGO (Saturday 10:20): "No problem at all, Philemon! Glad you clarified. Here are clear pictures of both models:
📷 721/11637: Engine Main Harness (with 24-pin connector)
📷 721/12522: Cabin Auxiliary Harness (with 12-pin connector)"
(HUGO sent two sets of clear high-definition factory detail comparison photos and close-ups of the connectors)
Philemon (Saturday 11:05): "Ah! Perfect! Photos are very clear. Yes, it's definitely 721/11637 that we need right now. The technician confirmed it."
Act Two: Confirming Quantity, Quotation, and Shipping Options
HUGO (Saturday 11:10): "Excellent! Now we are 100% sure. How many units of 721/11637 do you need this time? I can prepare the quotation with exact shipping costs to Nairobi for you."
Philemon (Saturday 11:25): "We need 3 units for immediate repair. What's the best price including air freight to Nairobi?"
HUGO (Saturday 11:45): "Here is your official offer for 3 units of 721/11637:
Unit Price: XXX
Door-to-Door Air Courier (DHL/FedEx to Nairobi): XXX
We have this item in stock and can test and dispatch it on Monday morning."
Act Three: Eliminating Payment Concerns and Placing the Order
Philemon (Saturday 12:30): "Price is acceptable. Can I pay via PayPal or Alibaba Trade Assurance? This is our first time ordering from you."
HUGO (Saturday 12:35): "Absolutely! We support Alibaba Trade Assurance (Credit Card / Paypal) which gives you full buyer protection, or direct PayPal invoice if you prefer. Which one would you like?"
Philemon (Saturday 12:40): "Send me the Alibaba Trade Assurance payment link, please."
HUGO (Saturday 12:50): "Drafted! Here is the order link: [Alibaba Trade Assurance Link]
Please confirm your shipping address and recipient details in Nairobi when paying."
Act Four: Successful Payment and Shipping Fulfillment
Philemon (Monday 10:00): "Hi Hugo, payment completed via Alibaba! Please check." (Sent screenshot of payment receipt)
HUGO (Monday 10:15): "Received! Thank you so much for your order, Philemon! 🤝
Our QC team is doing the final continuity testing now. Here is a quick video before packing: (Sent continuity test video of the wiring harness).
We will ship it today and update your tracking number soon."
HUGO (Monday 17:30): "Hi Philemon, your package has been picked up!
Tracking No.: DHL 1234567890
Estimated Delivery: This Friday in Nairobi.
Here are your invoice and packing list."
Act Five: Delivery Satisfaction and Future Repurchase Opportunity
(Friday afternoon)
HUGO: "Hi Philemon! DHL shows the package was delivered to your address in Nairobi today. Hope everything arrived safely!"
Philemon: "Yes Hugo! Received them this afternoon. We already installed one on the machine, working perfectly! Excellent quality and super fast delivery. Thank you!"
HUGO: "That's fantastic news! So glad we could help get your machine back to work quickly. Let me know if you need any other spare parts in the future!"
Philemon: "We will definitely buy from you again. In fact, we might need 5 units of the other harness (721/12522) next month for regular maintenance. Will keep in touch!"
💡 Review and Technique Summary of This Real Case Continuation:
Professional Resolution of Multiple Part Number Confusion: When faced with an inquiry containing multiple different part numbers (721/11637 and 721/12522), the sales representative did not blindly quote a price. Instead, he promptly pointed out the differences between them and used pictures/parameters to help the client's technician confirm, demonstrating a high level of professionalism and avoiding the risk of shipping the wrong item.
Multi-Round Continuous Follow-Up: When the client's reply was brief ("Yed") and they did not respond promptly in the middle of the conversation, HUGO politely and guideingly asked again, pulling the client's attention back.
Eliminating First-Order Concerns: By providing third-party platform guaranteed payment (Alibaba Trade Assurance/PayPal) and using a pre-shipment wiring continuity test video, he built full confidence for the client and successfully closed the deal!
