FAQ

Location
Q: Where are you located?
A: Our Head Office is in Melbourne Australia but we have offices in Indonesia, New Zealand, Singapore, and Thailand. We also have representatives in other Southeast Asian countries.

Q: Where do you distribute?
A: We currently distribute to Australia, Indonesia, Indo-China, Korea, Singapore, Thailand, and USA. We also distribute to other Southeast Asian countries but through a partner-distributor.

Distribution
Q: What is a partner-distributor?
A: A partner-distributor is an external distributor, not a subsidiary of 1st Step, that we have diligently screened, selected to represent us, and have the proven capabilities to distribute in territories that we do not have a strong on-the-ground presence.

Q: What do you mean by territories?
A: By territories, we mean either State or Country. For example, we may be the exclusive distributor for XYZ Brand for the territory of Singapore.

Q: Can I call and speak with someone?
A: Yes, you can. You can send us an email with your inquiries and contact details and we will give you a call at a mutually convenient time.

Q: What are your channels of distribution?
A: We distribute via traditional brick & mortar modern retail, online as well as via social media.

Q: Are you a trader or a trading company?
A: No we are not traders and we are not a trading company. We are distributors that hold exclusive agreements with manufacturers to distribute to certain territories.

Q: What is your role/how do you fit in?
A: We hold on to exclusive arrangements with manufacturers and distribute to selected territories. We can also be appointed by Importers and/or Distributors to distribute certain brands to them on an exclusive basis for selected territories.

Q: What are the differences between your company and a trading company?
A: A trading company is simply a middleman that buys and sells products base on price. There is no loyalty to any particular brand. We on the other hand hold exclusivity for the brand; work closely with the manufacturer to both distribute and grow the brand, and invest our own resources to make sure that the brand is a success in those territories.

Q: Why should a manufacturer want to work with your company?
A: Manufacturer's core strength is in manufacturing good quality products. Our core strength is in distribution and brand building for long-term success through multiple channels, both traditional, online, and via social media. For territories that we do not have our own team, we will most likely already have a partner-distributor that we have stringently assess and appoint that share the same customer-focus values as us to deliver success.


Brands
​Q: Why do you have so many brands?
A: Certain brands work better in different territories. As we have first-hand on-the-ground knowledge of our territories, we carefully select the brands that will work in those territories.

Q: What is brand building and why is it important?
A: Brand building is establishing a brand in society so that it is recognized by most as a reliable and quality-produced product or service. For example “Nike”. This is particularly important as it establishes a strong foundation in that marketplace as the brand of choice to select and in return delivering sustainable long term sales which translate to long term success.

Q: How do you usually build a brand?
A: Building a brand is a joint effort with the manufacturer and coming up with a mutually agreeable plan to create brand awareness among your target audience, product introduction and benefits, usage, and targeted distribution channels. This is a progressive exercise, which involves heavily on marketing & promotional efforts by all parties for offline, online, and on social media. We have a dedicated team that will be able to grow the brand building online and on social media.


Partnership
Q: Do you import?
A: Yes we do import in certain territories only.

Q: Do you export?
A: Yes we do export in certain territories only.

Q: I am also a distributor, can we still work together?
A: Definitely. We know that all territories are large enough for more than more player and there will be channels that we can work together on for a wider customer reach.

Q: I am an Importer. Can I work with you?
A: Definitely. In fact, we have been working with selected importers from many
countries to supply certain brands to them exclusively so that we build a solid
reputation together.

Q: Can I order from you?
A: Yes you can but do note that we only distribute or sell to sub-distributors or
wholesalers or retail outlets in larger volumes but will be happy to discuss your needs further.

Q: Can I sell products to you?
A: Yes you can but we will need to discuss further on how you would like to make that happen as we always work on a long-term brand-building relationship basis.


Products
Q: What types of products do you distribute?
A: Our company’s main focus is on FMCG products but we also work with other products such as commodities and lifestyle products to cater to our client’s demand. We are always open to discuss on how we can cater to a wider audience.

Q: Do you have the capabilities for product registration in certain territories?
A: Yes, we do. We have the local expert experience to register and obtain the relevant registration and licenses for some territories. 

Q: Do you provide warranty on your products?
A: Most of our products are exclusive and direct from the manufacturer, you can rest assured that the manufacturer will honor all warranty issues.
 

Others
Q: Are you a freight forwarder?
A: No we are not freight forwarders. A freight forwarder handles the movement of goods from one place to another. We do work with freight forwarders to move the goods but our business is the handling of relationships, distribution of products and brand building while maintaining relationships.

Q: Do you speak other languages other than English?
A: Yes we do. We have a team of multicultural and multilingual individuals that are able to speak Chinese/Mandarin, Cantonese, Bahasa Malayu, Bahasa Indonesia, Cambodian and Vietnamese.

Q: How do I make a compliment or complaint?
A: You may make a compliment or complaint via email stating in detail the actual compliment or complaint and someone will get back to you.