如何高效回复询盘与即时沟通刘江

1、n刘江,*1,nLinda,自我介绍 n 19961999年 东莞市毅力集团有限公司总公司 (港资企业) 生产部经理 n 20012003年 广州可欣饰品厂(台资企业) 业务部经理 兼厂长 n 2004-至今 深圳市恒特尔实业有限公司 n 恒特尔(香港)实业有限公司 总经理 n 展会经历： 2009年 香港湾仔LED 灯照明展,如何高效回复询盘 n 什么是回盘？ n 回盘有几大要素?,n 回盘-就是我们收到客户询盘后给客户的答复 n 回盘的五要素：标题，称呼，正文，附件，结尾。,回盘五要素的重要性 n 标题-决定客户是否会看你的邮件。 n 称呼-客户能感受到你是把他当朋友还是陌生人。 n 正文

2、-决定客户是否有兴趣回复你。 n 附件-决定客户是否有机会能看到它。 n 结尾-决定客户是否能在以后和你取得联系。,我们应该怎样去写标题？ n 一个好的标题是能让你的邮件在客户众多邮件中脱颖而出的。 n 例如：产品名称，客户公司名称，产品名称加单价. n 标题不要空白，会被误以为是垃圾邮件，会被直接删除。 n 也不要使用中文字符，以免在客户端出现乱码，不能识别。 n 标题不宜太长。,什么样的称呼会比较合适？ n 邮件一般使用非正式的文体，因此称呼通常无须使用诸如“Dear Mr.Jack”之类的表达。可以直呼其名，或使用头衔加上姓，如“Jack” or Mr.Jack.,什么样的正文能让客户产

3、生兴 趣回复你的邮件？ n 正文无须太长，应言简意赅。 n 正文表达要有内容，如客户提到的产品要求，单价等等，应尽可能详细给他,什么样的附件客户有机会能被 打开？ n 很多附件客户可能会打不开，所以也看不到，像ECXEL,WORDetc. n 附件应该尽可能以图片或者PDF方式添加 n 附件名称应该与正文提到的附件名称相符。,什么样的结尾签名比较合适？ n 结尾签名的设置：姓名，职称，公司名，地址，电话，手机，传真，邮箱，网址，MSN，也可以把公司的LOGO加入签名。 n 注意以下两点： n 电话和传真应尽可能避免使用同一个号码。 n 网址如果没有，应注明website:under const

4、ruction.,Photoshop 基本处理技巧 n 案例示范,即时沟通,什么是即时有效沟通? n 我们是怎么和客户进行即时沟通的？ n 你是怎么做的？ n 如果我们能有效及时把握住客户和订单，这就是有效即时沟通。,订单-我们是怎样失去的？案例分析 n 日期:2010-08-05 n Tina: (14:46:35): n Hello!Please contact me if you need phone screen protector or other products screen protector.We will give you the hig h quality product

5、s and best price.Thanks! n Linda: (15:12:24): n hi n yes, we need iphone screen protector n do you have it,n Tina: (15:31:30): n yes,we sell it,?,nn Tina:may l (15:36:08):ask you which brand?would you like ? n Linda: (15:38:38): n iphone n 500pcs n Tina: (15:39:07): n which stardard? n Linda: (15:39

6、:48): n 3gs,You should tell me what you have!,n Tina: (15:40:45): n what about material and price? n Linda: n 日期:2010-08-06 n Tina: (13:30:37):,她现在才问我，已经是第二天了哦。不觉得有点晚了吗？,n Hello!That iphone 3Gs screen protecter u have bought? n Linda: (13:48:01): n yes n Tina: (13:48:59): n ok,tanks!,n Linda: (13:49

7、:39): n how much is yours n Tina: (13:51:10): n Different kind of material have different price! n Linda: (13:51:27): n cheapest,我不是笨蛋 呵,n Tina: (13:52:05): n Let me have a look n Tina: (13:56:15): n About 1RMB/PCS n Linda: (13:56:45): n whats material of this n 日期:2010-08-06 n Tina: (14:02:34): n C

8、rystal clear n Linda: (14:05:16): n I see n thanks,不熟悉价格！ 找价格竟然花 了4分钟 注意：又 隔了一天 才回！,n your price is tooooooooooooooooo high n Tina: (14:06:21): n really?l dont think so.what about the price that you buy?,n Linda: (14:08:06): n 0.5rmb n Tina: (14:08:40): n what size it is? n Linda: (14:08:52): n IPHO

9、NE SIZE,通常客户报的价格比他的目标价稍 低些。 唉，又在问 同样的问题 。,n Tina: (14:09:15): n iphone has many different size n Linda: (14:09:15): n WITH PACKAGING n No, only one size for original iphone 3gs n Tina: (14:11:25): n mabye l see the wrong list n Tina: (14:17:24): n what do you think about the quality that you buy?,n

10、Linda: (14:18:57): n I have to go n talk to you later n Tina: (14:19:22): n ok n Tina: (14:20:58):,真的要大批量的 货，才可以拿到 这个0.5RMB的价 格吗？,n If you have bulk order and without package we also can supply. n 日期:2010-08-09 n Tina: (09:56:20): n Hello!Today is monday the first day of this week.Good luck for you

11、! n Linda: (09:56:38): n thanks,订单-我们是这样成交的 案例分析 n 日期:2010-08-05 n jack: (21:36:22): n hi linda n Linda: (21:36:27): n hi n jack: (21:36:32): n how are you? n Linda: (21:36:51): n fine,thanks,n jack: (21:37:54): n ok i saw the pictures? n how are the prices? n Linda: (21:39:01):,给客户多种选择 ，让客户自已做 决定。,

12、n 3g/gs, unit price is 0.23 for 500pcs n 3g/gs mirror,unit price is 0.4 for 500pcs,n jack: (21:39:27): n i need the mirror one n ok n if we take the normal one with no mirror n how much delivered all together? n Linda: (21:40:36):,n shipping cost is USD99 n This cost is for 500pcs n jack: (21:42:23)

13、:,快速准确的核 算成本给客户 ，很重要。,n the postage sounds a bit expensive. are you sure shipping is that much? becaus e the weight is not much n Linda: (21:42:44): n yes, it is correct n I have checked it,n jack: (21:42:55): n ok n jack: (21:44:18): n can you make a listing for me or just giv e me the listing of a

14、ny one you have and then we can adjust the price n 系统消息 (21:46:35) 因为网络原因,对方可能没有收到你的消息what do you mean?.如果由于网络原,n Linda: (21:46:35): n what do you mean? n jack: (21:47:39):,因没有发送的信 息，要及时再次 发送,n I mean just make a listing in aliexpress or just give me the link for any listing yo u have, then i buy it

15、 , then you change t he price, then i pay,n Linda: (21:48:09): n oh n like last time? n jack: (21:48:57): n yes is there a problem? but you dont have to m ake a listing and then wait one day. all you have to do is adjust t he price of any listing you have already n it is easy n Linda: (21:49:47): n

16、if you pay by aliexpress, we havd to add aliexpre ss expensie this time,is it okey? n jack: (21:50:50): n linda. last time i told you to think of these things before you talk about the price, but anyway, ho w much do you want all together? n Linda: (21:51:28): n I have to find out how much for aliex

17、press fee n do you need mirror one for 500pcs?,n jack: (21:54:15):,客户有点不 高兴了,n why do you make it so hard for me. just go to aliex- press and put in search screen guard 3g and see ho w cheap they are. dont make it too hard for me. i t old you last time, i know that maybe i can buy them cheaper, but

18、i just want to deal with one person so i dont have headache. please just go to aliexpress and see how cheap they are they have it for 27cents free shipping. they pay fees too， they have it for 27cents free shipping. n Linda: (21:55:36): n Yes, what you want to me to do? n Linda: (21:56:06): n I give

19、 you good quality products n if you want to cheap,cheap,and cheaper . n I have no idea what I should to do 跟我一起 学会装无 辜吧,n jack: (21:57:05): n ok give me the cheapest screen guard. i told you i will give them to customers for free, they will go with the covers for free n Linda: (21:57:24):,n this is

20、cheapest price n 0.23 is cheapest n jack: (21:58:18):,咬住价 格不放,n i know that 0.23 is not bad, but if i have to pay $99 shipping and then your seller fees, then it is bad for me,n Linda: (21:58:38): n I didnt take seller fees n it is aliexpress take it,找合理的 理由,n if you can pay by western union, we don

21、t need to add seller fees n and western union is easy for us n Linda: (22:00:07): n you know small order and small money, it is not really make money n are you okey? n jack: (22:02:49): n I have to think about it. i am sorry. your covers were very good and the price was good, and shipping was fine.

22、but now this screen guards are going to cost me too much i think. i need to think about it. n i will let you know tomorrow if i need them or not,n Linda: (22:03:25): well, we are friends ,right?,先拖住客户，不要让他 等到明天再去处理，以 免产生变故。,doesnt matter for me, it is small money, but we both need friends and trust

23、is most important I like you when you received goods and confirmed to me, I am so happy to deal with you n Linda: (22:04:40): n and I did give you 5 stars when I saw you confirmed my goods n and we got your money this morning n my boss so happy n thats good for us keep relationship like this n jack:

24、 (22:05:17): n we are friends, and i will deal with you later, but this screen guards i dont know. i can see them on aliex- press for 27 and 28 sents free shipping with EMS. and i dont know how they can do it, if you cant,必要时可以采取 折中的方法，把 握订单要紧！,n Linda: (22:06:01): n ok, no need add more aliexpress

25、fee for you,I will talk to my boss,and we should keep running the business n are you happy?,n you dont need to belive them n Linda: (22:07:57):,引导客户重新注 意自己的产品,n did you see my mirror screen guard 客户其实 n please accept it 也不自信 n jack: (22:10:47): 了。 n it is not only about the fees. if i can buy the sa

26、me screen guard you have in the picture for 500pcs $148 including shipping, why should i pay extra $75 for nothing,i am talking about the normal one, not mirror,n Linda: (22:11:08): n ok, thats enough for me n I did my best,不要太宠着客 户了。,客户说了这么多，证 明他对他自己的价格 并没有信心。,n jack: (22:12:10): n let me see what

27、i can find, and there is not much different from your price, then i will come back to you even if i have to pay a bit extra. but as i can see now, it is big difference. i dont want you to sell it if you dont make money n honestly we are friends, but just give me some time to be su re i am doing the

28、right thing n because i didnt exprect the shipping to be so exprensive坚定自己的,n Linda: (22:12:48): n no problem,take your time, I did enough for this n jack: (22:12:50): n and sorry again, if i wasted your time n Linda: (22:12:58): n I dont want to you pay extra money n I did my best for you, really,立

29、场很重要 。 偶尔站在客户的立场说说话，会让他感动 的哦！,n Linda: (22:13:47): n 7Kg to australia n it is USD99 n It is cheapest price by DHL n I got the weight by myself n it is correct weight and price,再次提醒他一下 ，我们给他的是 最好的价格。,n jack: (22:14:31): n what about EMS? n Linda: (22:14:36): n more expensive n I did many time, DHL is

30、 more cheaper than EMS n jack: (22:20:07): n dont worry about the screen guards for now, if i need them again, i will tell you soon and i will not argue with you about the price n and sorry about the time wasting n really sorry n Linda: (22:20:33): n ok,no problem n jack: (22:21:38): n I am very sorry linda, we have to stay friends, we will deal in other n things for sure n Linda: (22:22:04): n no problem, my friend n jack: (22:22:56): n ok thanks n i will talk to you later n good night n Linda: (22:23:11): n ok, good night,n jack: (23:12:58):,n