怎样处理寻盘,区别对待客户的回复.docx

由于客人没有回朋友的邮件。她也急啊，因为都是已经到手的定单，怎么就这样眼睁睁的走了呢。那肯定是要努力做点工作了。以下是她经过偶支招之后的邮件。个人觉得还没有达到我想要的水准。Hi David,Good day to you.Had called you yesterday,but was told you were not in the office.Firstly,Im so so sorry about the price of mem foam pillow。the reason why we keep $20.00/pc(the margins are so small you would not believe.)is because we appreciate our long-term business relationships. and there comes more orders,of course! but the fact is US dollar drops dramatically early this year, and all cost of raw materials rising highly before Olympic Games. now we charge new buyers $25.50/pc(CNY180.00,$1.00 = ￥6.90) so please please dont let such chance get away. could you kinly let us know when could we expect the deposit?Secondly,attached please find the pillow logo for your approval is it the one for you? due to we cant find all the files of beforeFinally,sorry for any inconvenience cause.hope all is well!Regards,Yvonne以下是我的建议回复。大家可以比较下，然后批判一下。Dear David,Good day to you.个人建议： 如果说是通过自己了解到的，会不会好点。I tried to get you on the phone yesterday, but its pity that you were not in the office. Regarding the offer of mem foam pillow, sorry to cause you some inconviences. we hope to keep the same US$13/pc, the offer is really special for you. You know well the margin is quite narrow, and we have hundreds of works to support. The pressure is quite heavy for us. Now the US dollar drops dramatically as well, the cost of material is rising. Sometime it is out of our control to increase the price. Hope you can understand us. For the current order, to appreciate our long term cooperation, and to thank you for your great support to me,I tried to persuade our boss and finally he promise we can keep the same price. To be frank, now we offer to other customers US$17.5/pc. Wed keep it as secret to other customers. As it is really a special offer for you. Hope we can move forward the order as planned. Could you kindly let us know when we can expect the deposit? At the same time, attached please find the pillow logo for your approval. Is it the one for you?Hope you can understand us and do your part to move forward the project.Dear Yvonne YuengThanks for prompt replybut i think its too much expensive大家也会遇到这样的问题，价格报出去了。客人的回复是，谢谢你的报价，但你的价格太高了。很简单的一句回复。对于这样的回复，不知道大家怎样应对。你是简单的回复呢，还是会详细的回复？怎样敲开客户的金口，让你清楚的了解他的实际意图，并达到合作。欢迎一起来讨论。有朋友回复如下。Hi XXX,Regarding the offer of mem foam pillow,To be frank,sometimes its out of our control to quote you such price.US dollar drops dramatically these days,and all cost of material rising highly before Olympic Games.Hope you could understandbut if your order is a large one,i will persuade our boss to give a special offer for youBR/Yvonne以下是我个人的看法。Dear Sir,Thank you very much for your kind feedback.Regarding the model I introduce to you, is it suitable for your market? Hope you can inform us more information.The offer for the current period is good, but can you let me know whats your quantity for initial order? And can I know your idea about the target price please? We hope we can work out a suitable way to meet your demand and start our cooperation. Looking forward to your positive reply soon. 你要全方位的考虑整个CASE，你的报价是不是偏高呢，了解自己，也要探知客户的目的你要会忽悠老板也要会忽悠客户。To be frank,sometimes its out of our control to quote you such price. US dollar drops dramatically these days,坦白说，你这样写，就表明你的价格还可以降。虽然事实是这样，但给人的感觉就是你的价格是由于汇率的问题而升，实际不需要这么多。这点可以在他再和你BARGAIN几次之后你可以说，一开始我不建议说。hi, we are currently looking to expand our product line to include memory foam mattresses and pillows. We will be coming to china next month and would like the opportunity in the meantime to collate as much information as spossible on prices and specifications. please advise us at your earliest convenience.像这种INQUIRY怎么抓住他? 客户说他要扩展业务，对你的产品表示感兴趣或者看好你的公司的产品的前景。表示要来访中国，还要拜访你们。针对这样的邮件，以下是邮件的两种回复。Hi XXX,Thanks for your inquiry.Attached please find our mem foam matt & mem foam pillow fyi.简单介绍产品性能Glad to hear that you will be in China soon,and if theres a possibility youll be in Guangdong,its our pleasure that you will pay a visit to our factory.(we located in Foshan,its about 1:30hr from Caton )Dear Sir,(by Water)We are glad to know that you will expand your business line on mem foam matt & mem foam pillow. Hiope we can serve you better and better. First, please refer to the attachment for your reference. And list the features as below.简单介绍产品性能It is great that you will come to China for busines. Please kindly arrange your schedule to visit our factory. We hope we can have a close talk face to face. We would like to show you our production line and sample room. And believe that will make our cooperation smoothly. When your schedule is available, please kindly let me know. Thank you. 不多说了，大家都来说说自己的意见和建议吧。针对这样的enquiry,大家的回复是怎么样的？Can I get your email also? 出口经验，参考人有些客人总喜欢问，你在他的国家有没有REFERENCE的公司，品牌。面对这样的问题，品牌还是可以说的。在说的时候，轻描淡写的说主要的信息就好了。因为你是要和这两个客人合作的，说的太多反而会让自己陷入被动。如果都卖一样的产品，这样就会引起恶性竞争了，这是大家都不愿意看到的结果。所以有时候，如果在一个国家内已经有大客户帮你卖某个型号的产品，而且有固定的定单。为了保护这个客人的权益和公司的持续定单，往往我们也会善意的骗客人说，这个型号已经在他们的国家被exclusive了。然后推荐其他型号给他。要审时度势，这样才能做最终的赢家。或者客人也会问，你有没有出口到他们国家的经验。每种产品进口到具体的国家，关卡是不一样，所以客户需要熟知你是否可以很好的帮他操作，具体点就是清关的问题。这涉及到文件的准备，相关认证，专利等。了解之后，他就可以放宽心和你谈实际的定单了。Dear R, please note im after good quality and reasonable price. looking to do business qith a well established company who has experience in dealings with australian buyers这是个澳洲客人的询盘,针对他最后一句话，我想跟他说我们确实有澳洲客人,是BRISBANE的。R：Please note we have deal with AU market for years. 这样写OK？WaTer：Please note，用在这里总感觉不好。如果是合作开了的客户，在告诉他某些事情的实际情况，可以酌情的使用。像我有时候在写推迟交货期的时候，也会这样写， please kindly noted that the delivery time will be on June 30. (省略100字) 因为已经推迟几次了，而且原因理由也说过很多，再去罗嗦一些东西也是于事无补。直接点让他知道结果，这样就好了。然后看反映再具体分析解决。W：如果写 sure, we have years experience in dealing with AU markets. We definitly can serve you best. .会不会好点？奉献一段和朋友之间的MSN对话。说的是她和客户之间的对话。这个客户是我介绍给他认识的。对于这样的情况，沟通要达到顺畅，问题的设计也还是有点讲究的。因为是第一次联系，要马上建立和谐的沟通确实也是比较讲究的。Michelle China 说:please go to our website to have a look to see which model you are interested in.Michelle China 说:could I have your website?Michelle China 说:are you there?roody 说:You sent me a virusMichelle China 说:what virus?Michelle China 说:the website?roody 说:yesroody 说:when i tried to open it my anivirus sent me a warningroody 说:i am leavingroody 说:have a nice dayMichelle China 说:okMichelle China 说:have a good nightMichelle China 说:then I will send you the catalogMichelle China 说:you can to see which model you are interested inroody (CSA,SK) 说:sureMichelle China 说:ok, see you tomorrow.roody (CSA,SK) 说:thanks,China-waTer - be the one. . 说:他说VIRUS，你跟他说这是你们的网站，解释下嘛China-waTer - be the one. . 说:一个寻盘都发N多人的啦MichelleChina 说:enMichelleChina 说:明白China-waTer - be the one. . 说:不可能一下子就找你买的，又不是认识很久MichelleChina 说:enChina-waTer - be the one. . 说:所以说像这些慢慢谈，能聊就是好事，表示有机会MichelleChina 说:enMichelleChina 说:谢谢China-waTer - be the one. . 说:还有提醒你哦，China-waTer - be the one. . 说:有些人不一定要有自己的网站的China-waTer - be the one. . 说:最好一开始不要问太多MichelleChina 说:明白MichelleChina 说:可能问多了，他不想理我了MichelleChina 说:呵呵.China-waTer - be the one. . 说:Michelle China 说:to see which model you are interested in. 像这些，个人建议，你最好问他要什么功能，然后说你可以推荐最适合的给他China-waTer - be the one. . 说:因为你对自己的型号比较了解，你要让客人大海捞针，那比较困难China-waTer - be the one. . 说:小细节，希望注意下咯。呵呵China-waTer - be the one. . 说:这样谈起来可能会更顺畅点MichelleChina 说:建议真是好MichelleChina 说:谢谢啦开发客户，如何做才能成功？看了一个帖子“澳大利亚总裁教你写开发信”这个信件中有些话写的挺好的。借过来用一下。“If you send emails to new companies I would include a list of customers that you currently export to in various countries I would also include customer testimonials from your buyers. This are very powerful and give you credibility. Try to word your email differently from all the other suppliers. They all look and sound the same so most of them will be deleted or ignored immediately”对于这样的建议，我的回复如下。希望和大家一起学习。其实，我也尝试过像LZ的客人说的那样去写开发信。写出和自己合作愉快的比较大的客户，三流二流，甚至一流的。也尝试过变换不一样的介绍方式，产品介绍，个别产品的特点卖点，特定时候产品的卖价，市场走向，根据展会记录，根据客人网站，根据自己对产品的理解和人们的需求，合作伙伴对我们公司产品的反应以及合作情况。只是，只是，回复还是很少，甚至没有，这些客户都还是展会回来的资料。那帮人简直就是玩失踪。同事们的联系情况也是如此，这只能说明，他对我们的产品根本没有需求，或者没有兴趣，或者是说根本不屑和我们合作。这也提醒我们，我们要找到对的合作伙伴。有些坚持是无用的，我们要坚持的是，与那些有兴趣和你谈以及合作的人沟通。当然我说这些不是说他的方法不好，我只是想说，还是要尝试各样的方法。这样才能赢取定单。anyway, LZ客人的回复还是不错的。是要有些信誉，这样才能引起别人更大的兴趣。如果连兴趣都没有了，那肯定是SPAM了。只是也要看客人的需求吧，你记得时时邮件REMIND客人，当他有需求的时候，说不定就会下单给自己了。多多想方法吧，不要拘泥于一封邮件就想把客人搞定。大海也不是一滴水就可以汇成的。客户经常会说，他迟点联系你之类的话。但是过了好长一段时间，还是没有任何消息。像这样的潜在客户，我们还是要努力的联系。保持通畅的沟通，或者在适当的时候，定单就会下来了。Dear Yvonne: Thanks for your quotation. I will study prices with my manager. Thanks and best regards Ramon客人说要DISCUSS，只是DISCUSS得太热烈了，经常客人会“忘记”回复。对于他们这些善意的忘记，我们要做适时的提醒。让他们知道我们是多么的重视他。说到措辞，还是让大家看看朋友的风格和我的风格。会有一些区别。适当运用适合自己的，达到有效的交流，加快定单的进程，让口袋暴涨-人民币！Hi Ramon,Fully understand you are too busy to reply us.but we are still awaiting your feedback regarding the mattresses.Have a nice weekend.BR/YvonneDear Ramon,(by Water)Regarding our quotation, can I know what the status is of the mattresses? The offer should be good for your market. If you need our help, please kindly keep me informed. Looking forward to your further comments soon. Best regards,Yvonne与客户一直保持联系，可是不知道为何，突然客户就消失了。对于这样的客户，该怎么联系呢。方法可以变化着进行。以下只是个人使用的其中之一。同时运用假和虚还有真。Dear Dhiren,How are you doing. Regarding the model A706, can I have some further information from you? I hope to send the SPEC and photos for your reference. WATER：因为以前是一个朋友联系的，后来介绍给我直接联系。多发点资料给客户了解产品细节，再说也可以说是联系的一个理由吧。Surely the most important things is, we currently invest much to talk to our material suppliers for cost down, finally we got the great support and we hope to update you the price to support your promotion . We really hope we can do the best for you and get your great support to us.WATER：这是关于价格调低的的一种个人表达。虽然可能不是太真实，不过关键是要让客人知道我们都在努力的做事，只是为了更好的SUPPORT他的推广。形成有互动的交流。A706, 7, Fob shenzhen US$*, base on 50K. * solution+ * Loader, please refer to the attachment for details.Hope the new offer can help us to move forward. Can I get your positive reply soon? Best regards,Water 其他的不说了。让大家来给些建议。朋友们的支持真是让我感动又激动。在此就不一一拜谢了。总之。希望大家都能赚钱。在经济不景气的日子里，大家要顶住啊。今天和之前的这些时间都在和客户谈两个单子，一个是12K。一个是6K。虽然还是在洽谈阶段，不过着实也让我振奋了一下。因为太久没有什么好消息了。也是在难过中。和这个客户的洽谈，主要也是价格方面的问题。客户的极度低价，简直让我无法喘气。不过低价目标最后不一定是以低价成交。这需要双方平衡。还是小小的分享下这个过程吧。不一定是精彩的。只是和大家分享我的经历。Dear Water,I need a cheap model, withou battery 1*$ tarjet price for 7.000 pcs, DivX functionBR,Javier AyllnDear Javier,thank you for your kind feedback.As per your request, the best offer we can do US$1*.Awaiting your comments. 2008-07-04 -Best regards,Water At the end they are 12k. I need 1*$ or I can not do itBR,Javier AyllnDear Javier,US$1*. Hope you can understand asthe cost is there.You really can calculate part by part. To support you and for our long term cooperation, we wont make margin for the order. we only hope we can help you.Please kindly comment. Best regards,Water 由于和客户认识有段时间了，连续的沟通自然就没有太特别了。只是由于价格的问题，总不能直接拒绝别人，说不行，我就这个价格，你能做就做，不能做就不要做了。沟通是要看双方的，价格可以慢慢的平衡。客人让步，自己可以让的，也要适当的让步。不能让的，要各方面的解释，以让人信服。即使一个简单的报价。我们也要把它变得很美丽。到了今天，客户给我以下信息，另一个项目又在进行中。我激动了一阵，如果把这个定单做下来，我又可以被老板捧一下了。虚荣心此刻在大大的膨胀。祝福我吧！Dear Water,I have another Project. Please give me price for PDVD with USB/CARD READER, Battery and DivX for 6k units.I need this price before 1 hour, and it should be no more than 1*$Please tell me something urgently.BR,Javier AyllnDear Javier,The best offer we can give $1* for 6K. For the sample you request in your last email. Sorry that it is a new model, and we upgrade the software now. It hope to offer another 10 days. 前天他说12K的项目，是要样品的，只是到今天我还没有给他回复。在这里顺便告诉他。不过阿门。他理解错了！看后面的邮件吧。Please kindly comment. 2008-07-09 -Best regards,Water Dear Water,Full fill attached file with the profile of your company. This is very important. 老外都喜欢让人填公司资料。生产能力，工人数量等。有时候会填到人发傻。I do not want any new product; I want to buy an old product, already MP and tested. I need a sample now.BR,Javier AyllnDear Water,Send me spec sheet and Picture for this new model. BR,Javier AyllnDear Javier,the company profile as attached. 1) PDVD with USB/CARD READER, Battery and DivX for 6k units. we can offer samples now.already MP2) 1*$ tarjet price for 7.000 pcs, DivX function, we have to wait another10 days for sample. Not MP yet.可能客户忘记了，可能也是我表达错误，在此特意分点说明实际情况，哪个型号马上可以提供样品，哪个要等。让客户自己把握。3) SPEC as attached.for two models. Awaiting your comments. 2008-07-09 -Best regards,Water Dear Javier,For your project PDVD with USB/CARD READER, Battery and DivX for 6k units.Good news for you. I got further support from my boss. US$1* for 6K. Hope it is OK to your side and get the support from you also.由于之前的价格比客人的目标价高2个美金。由于今天副总不在公司，后来得到他的支持，比实际的微降1个美金。我狂喜。因为知道客户对价格要求很小气，同时也为了帮助客户尽快拿下定单。我第一时间写邮件通知客人，这样一来表示我想和他合作，努力为他争取更好的价格。真希望他可以小小的感动一下。当然这是个人的美好愿望了。阿Q精神！（注意：一定是要对客户有充分的了解才这样做。要不还是等客户的进一步反馈，再决定是否降给他。这些小技巧， 即使是小小的谎言，做到圆滑，也会让人拍案的。不过我这个情况是真的。大家也可以设计下自己的沟通，第一步，第二步，第三步）Please comment. 2008-07-09 -Best regards,Water Dear Water, Thank you. I will keep you informed about this.BR,Javier Aylln等待客户的进一步反馈。卖价比目标价高1个美金，估计落实定单不会太困难。希望很快有好消息。Dear Water,Please confirm you can reach 1*$ for the A-706. Is it with battery or not? Because the spec sheet shows with battery.客户还是回到12K的项目，表示他还是希望和我合作。BR,Javier AyllnDear Javier,You request the model without battery. Therefore no battery. Please kindly noted. The offer for 12K, US$1*0. Extremely special for you. As all materials is rising, FOB charges is rising.We have to offord much loss. I believe you wont want to see we close down. 价格已经不能再降，坚持立场，加以说明情况。合情合理，美丽收场。Thank you. Please comment. 2008-07-09 -Best regards,Water Ok. Understand.Thank you Water.BR,Javier Aylln客户干脆利落。好消息会有吗？大家看呢？6K和12K。我要发达了吗？哈哈哈，先狂笑三声！以下所有文字，皆为原创。请尊重个人劳动成果。未经允许，切勿转载。谢谢！更新在第 2，4, 5,6,7，12，15,17,20（付款方式问题，L/C 60天）， 24(客户伤了我的心)，32（学会对付谨慎的客户）页每一个阶段都有不一样的心情。再回头看看自己2005年的帖子，那时候刚毕业1年，显然那时的自己还是带着明显的稚气。只是还是得到很多朋友的嘉许，这是始料不及的。除了感谢还是感谢。阔别多时，其实也整理了一些东西，想和大家分享。不过，先卖个关子。只是时间问题。到时候会让大家看到的。此时，自己追求的不再是文绉绉的东西，而是要求简单，入心。废话少说，分享一些和朋友之间交流的资料。以及个人觉得还OK的东西。资料有点零碎，涵盖了很多方面，可能是同样的事情，不过处理的方法可能不一样。如果你也认可，请多多支持，如果你有更smart的建议，请不吝赐教，希望大家的外贸之路是一片坦途。Dear Mr. J.C. Linder,You may not aware that we are the most professional manufacturer and exporter in this field of External Battery Pack in China. It really regret that you missthe chance to experience our professional service.We sincerely hope you can consider carefully before making decision. Our markets are covering USA, Germany, Japan.We have stable OEM & ODM partners in those countries. They have their own shops, or cooperate with supermarkets. They areMi。, Len。, etc from USA, Val。 from Japan, An。 from Germany. To be frank, we may be a small company now. But we are growing into a promising and flourishing company in the field of External battery pack. The monthly output capacity is 300,000sets. And you never try our products. Dont you think it is a little arbitrary?Dont forget many products in your country are from China, even from our company. All the best! Water第一次收到客人很无礼的回复。英文部份找不到了。法国的客户，他的意思说，他不想浪费时间和像我们这么小的公司谈。对付这样的人，除了心里BS之外，还是要不卑不坑的回复，不能受无礼之冤，也不要故意去惹怒他人。The problems the price we received an offer very competitive US$1,25 with “CE” CERTIFICATEand in blister packaging. If you can meet the same price or lower, we can place order within Monday for delivery within first week of May.这是一个朋友发给我的邮件的一段，以下是我的回复。要仔细分析客户的邮件。客户这样说，很明显他是在忽悠人，想压你的价格。只是没有明说。如果他已经有更好的价格，对产品也还满意，他为什么还花时间和你谈价格，还说下星期一前确认定单。客户这样回邮件，说明他对你的产品还是感兴趣的，也说明还有希望。下一步就看你怎么引导客户了。分析出客人的意图之后，就要构思自己的邮件应该从哪些方面引导客户并让客户接受你的建议。也可以侧面打听客户的底线价格。往往他会加点钱。如果他加了，肯定还有得加。要慢慢谈。要引导和坚持。清楚自己能满足客户的什么条件和能做到什么程度，要客户怎么做才可以达到什么价格。必须分步走，不能一封邮件就把自己的所有底线都写出来，如此就很容易陷入被动。清晰自己的立场和公司的能接受的程度。要把握好度和时间！如果你的报价单上带有规格。此处可特别说明你们的特点。生意是谈出来的，要耐心的谈才能谈成功。客户这么大的生意不可能一下子就给你的。而且他在大洋彼岸，怎么让他相信你呢，只有通过沟通，看你和他的沟通是否畅顺，是否表现你的专业和敬业。如果他接收到的信息都是有效的，很自然，成交率会很高。价格的问题，大家都很看重。你也别要一开始就说你不接受他的低价。也要给点希望他，他喜欢谈就和他谈好了。一下子就说到底， 就没办法谈了。要保持沟通，信息交换，这样才更容易成功。如果他愿意和你沟通，那就代表你有机会。人家都不愿意和你谈，那怎么有机会呢。所以要留有谈的余地给自己，也给别人。文中只说你能接受什么价格，没有说明你为什么要这个价格，要把客户引导到自己的想法上。如果他坚持说他都已经以很低的价格买到了相类似的产品。那没办法了。如果这样，回复又不一样了。这是后话了。Dear Sir,We are so pleased to receive your inquiry about our mobile phone high copy N95. Enclosed is our quotation,please kindly check the attachment. If you need further information,please conact us. We will try our best to meet your requirements.Would you please tell me your MSN, TRADEMANGER or SKYPE next time, so that we can communicate with each other efficiently.Thank you!Freight : If you just buy one sample, the freight is $29 via EMS to Malaysia.If you just buy 100 pcs, the average freight is $3.6 for each unit via UPSto Malaysia.If you need more,the shipping freight will be much cheaper.Payment terms: T/T in advance& western union,if you will place large order,we will think about irrevocable LC. Delivery time :we will deliver your sample within 3 days after payment confirmed.Our products possesses5 main attributes as follows:1.Appearance: Beautiful and particular design