阿里培训资料-有效处理询盘

阿里巴巴版权所有1999-2005,有效处理询盘,李映霞Megie.L阿里巴巴售后服务Megie.l,阿里巴巴版权所有,现象,询盘回复的回复率低报盘没有回应,阿里巴巴版权所有,可能的原因,买家行为产品，价格，市场回复技巧.,阿里巴巴版权所有,怎样看待询盘?,-除了明显的广告垃圾信,每个询盘都是一个机会.-收到询盘首先要筛选分类,重点放在如何跟进高质量询盘，分层次跟进,阿里巴巴版权所有,筛选,1.询盘来源市场2.询盘来源类型:是否systemmatch?3.买家提供的信息a.买家联系信息b.产品针对性c.询盘正文内容,阿里巴巴版权所有,提醒,买家一般会给多个供应商发送询盘，所以回复最好做到以下几点：a.回复一定要快速、及时、有效b.沟通技巧和专业度c.客户管理d.持续跟进，做好服务,阿里巴巴版权所有,第一回合(询盘）,Subject:InterestinmobileairconditioningunitsmodelsMT32DearSir,Allowmetointroducemyself.MynameisTonyEdenandIownandrunanairconditioningcompanyspecialisinginthesaleandrentofmobileairconditioningunitsinUK.IwouldbeveryinterestedinreceivinginformationandpricesforyourMT32modelsafterseeingthemontheAlibabawebsiteandyourown.Couldyoupleasetellmewhatyoursmallestandaveragevolumeofsaleswouldbe.IdohopewecandobusinessandIlookforwardtohearingfromyousoon.VaporcoAirConditioningKindRegardsTel:+44(0)1628*72TonyEdenFax:+44(0)1628*37,阿里巴巴版权所有,ReadBetweentheLine,NotabigcompanyInthesamefieldInterestedinspecificitems(MT32)ForUKmarketHadthedesiretobuysoonifmeetdemands,阿里巴巴版权所有,第一回合（回复）,Subject:replyDearTony,iamamanda,gladtoreceiveyourmail.notedyouinterestinourportableairconditoners,ourportableairconditionershavegoodsalereport.idliketoknowwhichkindofbusinessyouwanttodowithus?wealsowanttoknowwhatisthequantityandotherdetails.waitingforyourreply,iwillresponseyousoon.springregardsamandaamanda*hong*.comtel.:0086-5*-2*85/6/7/8/9mobilephone:0086-138*5123,阿里巴巴版权所有,询盘处理技巧（1）,规范的格式（paragraph,capitalization,spelling,grammar）主题Subject点睛之处问候语礼节、呼应有问必答不能回答要给解释重点突出，意思明确落款统一规范，信息完整,阿里巴巴版权所有,Salutation&OpeningSentences,Subject:QuotationfromKonstarElectricIndustrialCo.,Ltd.DearMr.MichaelScofield,IamAmandafromKonstarElectricIndustrialCo.,Ltd.VerypleasedtoreceiveyourenquiryofOct.18thinwhichyoushowgreatinterestsinourproductsMT32.,阿里巴巴版权所有,Salutation&OpeningSentences,WehavebeensupplyingmobileairconditioningtoJapanandKoreanmarketandotherforeigncountriesforanumberofyears.Thanksforbeinginterestinginourproducts.MT32haswhiteandredcolorforchoose.KindlyinformuswhichcoloryouareinterestedinasdifferentcolordifferentpriceYourearlierreplywillbehighlyappreciated!,阿里巴巴版权所有,Signature,BestRegards,AnnieWangSalesManagerKonstarElectricIndustrialCo.,Ltd.8thGaofengRoad,Xinqiao,325000,ChinaWebsite:Tel:0086-571-88411556Fax:0086-571-88411335Email:aka888,阿里巴巴版权所有,第二回合（询盘）,Sent:Thursday,March17,20053:55AMSubject:Re:replyDearamandaThankyouforyourpromptreply.Atpresent,Iwouldliketoknowwhatthelowestquantityofunitsyouarepreparedtosellandthepriceperunit.OnceIhavethisinformation,perhapswecantakeourdiscussionsfurther.Ihopetohearfromyouverysoonandthankyouagainforyourpromptreplyandregards.KindRegardsTonyEden,阿里巴巴版权所有,询盘回复技巧（2）,专业报价完整，针对性专业图片清晰，方便浏览和接收向客户提要求审慎，tellwhy前瞻性专业的最好体现语气可能会影响全盘,阿里巴巴版权所有,第二回合（回复）,DearTonyEden,Wellreceivedyouremailagain.TheattachmentisthequotationofMT32inwhitecolorforyou.Wealsoenclosedthefeaturesandcomponentsintroductionforyourreference.Pleaseremembertocheck.Ifyouhaveanyotherproblemspleasefreetocontactwithus.Thanks!,阿里巴巴版权所有,QuotationSheet,详见附件,阿里巴巴版权所有,几个回合后（询盘）,DearamandaIhopeyouarewell?IamveryinterestedinyourmobileairconditioningunitsandasIpreviouslystated,pleasedthatyoucansell/supplytheminsmallerquantitiesthanmostmanufacturers.IfpurchasingIwouldliketosticktotheFOBprice.MyfreightforwardercanarrangeshippingviaLCL(lessercontainerload).IhavereadthedetailsoftheunitsonyourwebsitebutIhaveafewotherquestionsthatIfpossibleIwouldlikesomeanswersto.Firstly,couldyoutellmeiftheunitsaretwinhosed.Alsoifthehosescomewithawindowkitofsomekind?.Ifpossible,couldyouemailmeacopyoftheirinstructionmanual.Thiswouldansweralotofmyquestions.AlsowouldtheunitscomewithaUK3pinplug.Andlastly,arethereanycertificatesthataccompanytheyourproduct?.ItakeitIcanstillpurchaseasampleunitfromyou.Ilookforwardtoyourreplyregardingtheabove.KindregardsTonyEden,阿里巴巴版权所有,询盘回复技巧（3）,客户有多个问题时，一一作答，条理清楚客户提出的专业问题尤其不能避而不答涉及到产品证书，质量等级的问题最好主动提及减少邮件往来的回合，提高效率,阿里巴巴版权所有,几个回合后（回复）,DearTony,everythingisok,thanks.regardingyoursomequestion,isendtheirinstructionmanualtoyouasattachmentalongtothismail,kindlycheck!wecansupplyplugwithUK3pin.andproductspass3CandCEcertificate.ifyoubuyasampleatfirst,youalsowanttodoFOBviaLCL?gladtoreceiveyoumailagain,andwaitingforyourearlyreply.thanksandbestspringregardsAmanda,阿里巴巴版权所有,询盘回复技巧（4）讨价还价,第一次报价适当留有空间（如海运费和汇率等的变动）价格的合理性与竞争对手相比其他选择方案,阿里巴巴版权所有,讨价还价（1）,DearJoan，Howareyou,Iamsorrytotellyouthatthepricesyouhavegivenmearewaytoohigh,Icanbuythe0.5mmhereinAustraliaforXXX.Andweneedafairbitofitsoon.IfyoucantdoabetterpriceIamafraidIhavetogosomewhereelse.Iamverysorryaboutthis.Haveagreatday.RegardsJohnWolfram,阿里巴巴版权所有,讨价还价（2）,Dearsir，Thankyouforyourinformationandfrankness.Totellyouthetruth,Ilikeyourwayofdoingbusiness.AndIwanttotellyouthat,inourlocalmarket,the0.5mmnickelscreencanbeboughtatalowerpricethenyourUS$*.Butifyouwanttoimportorwewanttoexport,thefreightchargeisreallyabigproblem.Youmustbeclearthatthefreightchargeforthisspecialsizednickelscreenisveryhigh.Wemayhavetouse40highcontainer.Nowasyourexperience,couldyoutellmehowtoshipthemtoyourport?OrisitpossibleforyoutobookshippingspaceandwegetthedealonFOBcondition?Iamwellacknowledgeofthedifficultyonthisdealbetweenus.Sowhateveryoudecideorsuggest,willyoupleasetellmewithouthesitation?Icantfindawayout,sopleasegivemeahand.Waitingforyourearlierreplywithmuchsincerityandpatience.SincerelyYours,Joan,阿里巴巴版权所有,询盘回复技巧（5）无法满足对方需求,语气+解决方案ImafraidWhatdoesyour“difficult”reallymean?解决方案（asdetailedaspossible),阿里巴巴版权所有,无法满足对方需求（1）,DearReno,Thankyouforyouremail.Butthescooteryouneedishardtoproduce.Ifyouneed,wewillchangesomepartsofEC-ES04.Ifyoureallyneed,wecandoitforyou.Butthepricewillbehigh.Douglas,阿里巴巴版权所有,无法满足对方需求（2）,DearSirs,Yourmessagehasbeenreceived,Thankyou.Itisdifficulttounderstandyourinquiryof56mm8ohmwaterproofspeakerwhichcanhandle102db,becausethroughourvastexperience,itisalmostimpossibleintechnology.Canyousupplyuswithyoursample?Ifso,itwouldbebighelptothisproject.Hopewecouldworktogether.YoursFaithfully,ChenRong,阿里巴巴版权所有,无法满足对方需求（3）,DearMr.Jones,ThankyouforyourinquirydatedApril9.Regardingtheproductyouarelookingfor,currentlyourfactorydoesnthavetheexactspecificationasyoumentioned.Wewouldappreciateitifyoucouldsupplyusmoredetailsabouttheproductyouneed,suchasusage,productstructure,material,workingconditionandsoon.Thatwillhelpustoseeifweareabletomeetyourspecifications.Pleasetakeamomenttoreviewsomesimilarproductsintheenclosedcatalog.Theyareallofhighqualityandhavebeenexportedtomanycountriesworldwide.Thanksagainandwearelookingforwardtoestablishingabusinessrelationshipwithyourcompanyinthenearfuture.Anyofyourearlycommentswillbehighlyappreciated.Bestregards,ChenRong,阿里巴巴版权所有,持续跟进-Dontwaste,定期发送你的产品和销售信息节假日的问候视时机询问对方的合作意向（call）随时保持沟通工具:客户管理系统-私人展示厅IM工具:如trademanager,MSN,阿里巴巴版权所有,跟进也得不到回应，还有必要吗？答案是：绝对必要Why?,绝大部分的成交都来自4-11次的跟进,阿里巴巴版权所有,持续跟进（一）开发信,WeownyournameandaddresstoWendy,whoinformedusthatyouareinthemarketforstainlesssteelproducts.Weareacompanywhospecializeinthisfieldforabout15years.Weapproachyoutodayinthehopeofestablishingbusinessrelationswithyouandexpect,byourjointeffects,toenlargeourbusinessscope.Ienclosedsomestainlesssteelproductspicturesforyourreference,Ifyouareinterestedinanyofitems,pleasetellusbyemail.Wewillgiveyouourlowestquotationandtryourbesttocomplywithyourrequirement.Ourcustomersarealwayssatisfiedwithourproductsandtheserviceafterselling.Andwebelievethatyouwillbesatisfiedtoo,afterwedobusinesstogether.Wearelookingforwardtoyourearlyreply.,阿里巴巴版权所有,持续跟进（二）首次跟进,Howareyou?Hopeyoureverythinggoeswell!EnclosedareourAluminumproductswhichareavailableatpresent.Wewouldbeveryhappytosendpricetoyouifanyitemsmatchyourmarketstaste.Youmayalsobrowseourwebsiteat,whichincludesourallproductline.Ifanyoftheseitemsbeofinteresttoyou,pleasedonthesitatetocontactusatanytime,wewilltryourbesttocomplywithyourrequirementsandprovideyouourcompetetiveprice,thanksinadvance!Yourearlierreplywillbehighlyappreciated!,阿里巴巴版权所有,持续跟进（三）二次跟进,Ididntgetyourreplyaftersendingaluminumproductsforyourreference,maybethoseitemsdontmatchyourmarket!Ichangetosendourseafoodsetforreferenceanditwillbeourgreatpleasuretoserveyouifyouareinterestedintheseproducts.Youmayalsobrowseourwebsiteat,whichincludesourallproductline.Ifanyoftheseitemsbeofinteresttoyou,pleasedonthesitatetocontactusatanytime,wewilltryourbesttocomplywithyourrequirementsandprovideyouourcompetetiveprice,thanksinadvance!Lookingforwardtoyourearlierreply!,阿里巴巴版权所有,持续跟进（四）三次跟进,EnclosedareourBarwaresetanditwillbeourgreatpleasuretoserveyouifyouareinterestedinanyofthem!Yourcommentsonourproductswillbehighlyappreciatedcausedweknoweverysuccessfulbusinessgotthroughhundredsofkindlynegotiations.Youmayalsobrowseourwebsiteat,whichincludesourallproductline.Ifanyoftheseitemsbeofinteresttoyou,pleasedonthesitatetocontactusatanytime,wewilltryourbesttocomplywithyourrequirementsandprovideyouourcompetitiveprice,thanksinadvance!Lookingforwardtoyourearlierreply!,阿里巴巴版权所有,持续跟进（五）新产品发布跟进,Howdoyoudo!Enclosedareourupdateditems.Itcoversthelatestdesignsandhotsolditemswhichareavailableatpresent.Wewouldbeveryhappytosendpricetoyouifanyitemsmatchyourmarketstaste.Youmayalsobrowseourwebsiteat,whichincludesourallproductline.Ifanyoftheseitemsbeofinteresttoyou,pleasedonthesitatetocontactusatanytime,wewilltryourbesttocomplywithyourrequirementsandprovideyouourcompetitiveprice,thanksinadvance!Mayyo