Handling A Customer Inquiry

This article was originally written by Michelle De Dios, Sales Manager at Hytera in Dubai, United Arab Emirates. You can click “Handling A Customer Inquiry” to view the original source.

In this post, I'd like to share how I typically respond to a real customer inquiry requesting long-range radio communication. AS shown below is a customer request that was pretty straightforward:

“May you please send me a quote for four radios which can operate over a radius distance of 20 kilometers.”

At first look, it seems simple, but in reality, it's a request that needs a bit of clarification.

Choosing the Right Communication Channel

My first step was to attempt direct contact. I tried reaching the customer via WhatsApp, but they do not use the platform. I also attempted to contact them by phone, but I was unable to reach them. As a result, email became the only available communication channel. This makes it especially important to be clear, informative, and proactive in the response.

Understanding What “20 km Range” Really Means

One thing I always make sure customers understand is that radio range isn't a fixed number. Just because a radio says it can reach 20 kilometers doesn't mean it will work exactly that far in every situation. It really depends on a few key things:

The environment – is it a city full of buildings or an open, rural area?

Clear path between radios – nothing blocking the signal, like hills or walls

Antenna setup – the height and placement can make a big difference

Extra support – using repeaters or cellular networks can help the signal go further

That's why just sending a price right away can create the wrong expectations. Instead, it's better to focus on suggesting solutions that will actually meet the customer's needs and work reliably in their situation.

Recommended Solution: Hytera PoC Radios

For a 20 km requirement, my first recommendation is Hytera Push-to-Talk over Cellular (PoC) radios.

PoC radios operate over 4G/LTE networks, which means communication is no longer limited by traditional radio range. As long as there is cellular coverage, users can communicate over long distances without the need for repeaters or additional radio infrastructure.

This makes PoC radios the most reliable and cost-effective solution for customers who require consistent long-distance communication.

Alternative Option: Hytera HP-Series DMR Radios

If the customer prefers a conventional two-way radio system, I also present Hytera HP-series DMR radios, such as the HP5 or HP6 handheld models.

These radios are reliable, durable, and have great sound quality. But getting a full 20 km range with DMR radios really depends on the conditions. Usually, this works best when:

The area is open or rural, not full of buildings

There's a clear, unobstructed path between radios

Antennas are set up high and properly

A repeater system is used if needed

This option can work well, but only under the right conditions, which must be clearly communicated to the customer.

Positioning the Email Response

Instead of sending a quote right away, I make sure the email does a few important things:

Acknowledge the customer's request – show them you understand what they're asking for

Clarify the environment – where and how the radios will be used

Present two options – PoC radios for guaranteed long-range communication, and DMR radios for a traditional setup

Ask key questions – for example: Will the radios be used indoors or outdoors? Is it an urban or rural area? Are the users stationary or mobile? Who is the end user? How many units do they actually need?

This way, the conversation is consultative, not just transactional. It shows you're trying to find the right solution, not just sell a product.

Final Thoughts: Why Lead Development Nurturing Matters

Even if email is the only way to reach a customer, you can still educate them, suggest the right Hytera solutions, and move the conversation forward in a professional way.

This is exactly why lead development nurturing matters. By taking the time to understand what the customer really needs, asking about their environment, and giving tailored recommendations, we build trust, show that we're a true partner, and increase the chances of turning an inquiry into a successful sale.

Lead nurturing is about guiding customers, answering their questions, and helping them make smart, informed decisions.