1.询盘转化率低,大单少

我们开通阿里平台9个月,每个月有130条询盘,但是一直询盘转化率太低,大单少

主要是什么原因呢?

答:原因很多,你没有做客户分析(客户性质,购买能力等);没有针对性的去跟进(比

如跟进频率,内容等)。如果询盘是专业买家,那有可能是你回复的不够具有吸引力,跟进

力度不够,建议你分析下邮件(邮件标题,内容,报价等)。

跟进比较及时,是发了一封邮件以后,后续跟进多少,跟进频率多少,是否打电话问客

户,跟进邮件是单一还是多样

客户跟进的方式很多样,除了传统的邮件,还有电话、Skype、Linkedin,和Facebook

等。邮件跟进的标题写法,可以在客户的网站上找到类似的公司产品的型号,或者客户网

站上一些比较重要的信息,都可以放在标题上。一般人对自己产品型号或者重要信息都是比

较敏感,最起码不是第一时间把这封邮件当垃圾删掉。同时写的邮件最好问一两个客户比较

容易回答的问题,目的是让他能够回复邮件,让你们互动。

建议你们每天分析一个重要客户的询盘,跟进的所有邮件和客户的回复邮件,大家一起

分析,大家一起“来找茬”想方法,想想怎么跟进会更好。

邮件风格繁简需要多变,再次跟进的邮件主题也要多变,客户每天收到上千封邮件,我

们不一定就回复一封。一个询盘可以分三封邮件来回复,这样就是千分之三的几率,而不是

千分之一的几率。

2。系统询盘怎么回复呢?

答:关于这种系统类的询盘,这种情况一般会带着一个产品来的(就是这个产品带来的

询盘,比如普通插座),我们就默认客户要这个产品。这个时候我们就要想办法把报价前还

需要确认的产品细节(也就是要知道这些产品细节才能够报价)给套出来:

Dear Customer,

Thank you very much for your kind inquiry about our Products xxX Socket.

This is XX from XXXX company, which is a professional manufacturer of Socket with

more than 20 years experience.

As per your inquiry I know that you are looking for XXX socket.

I really would like to offer you the quotation, but your information is limited which

is not enough to quote you the exact price, before quotation, I need your help to

confirm:

1.What XXXX

2.XXXXX

3.XXXX

4. How many pieces you are going to purchase?

As long as you confirm the details above then I will reply you with details quotation.

I am looking forward to your reply.

Best Regards,

Yours xxxxx

3.收到询盘回复后客户未看未回,如何回复跟进,是否有更好的意见?

答:邮件不要直接复制粘贴客户名字,注意逻辑关系。如果还没读的客户跟进方法有两

种:

第一种就是再发一次,因为客户还没有看;

第二种就是:有邮箱的可以邮件同步一封。

Dear Xxx,

Wish you have a nice day and everything goes well.

Last time I received your inquiry about our Scarf, I would love to offer you the

exact quotation including shipping, I am very sorry but, before quotation, I need

your help to confirm some details as I listed in my previous email.

As long as you confirm the details above then I will reply you the quotation details

immediately.

Looking forward to your kind reply!

Best Regards.

Yours Xxx.

4,应不应该让客户知道我是新手?

我该不该让客户知道他是我跟进的第一个客户,让他知道我是新手?

答A:最好不要。这个问题同要不要让客户知道我们是外贸公司类似。客户不问就不要

明说,说了反而会引起客户的担心。只要你认真服务了客户,订单顺顺利利的,客户知道你

是用心了,就足够了。

答B:如果我是客户,我就不会想跟新手合作,而且我觉得有些规避事项或注意事项应

该是由你们公司的老业务来提醒你,而不是说你告诉客户你是新手,期望客户不要对你有太

高的期望,或者客户能记得要提醒你很多注意事项。但是你可以在你们成功合作之后,告诉

客户你是他第一个跟进的客户,他对于你有很不一样的意义。其实很多时候,在你跟客户的

交流过程中,客户都可以感觉到你是不是专业的,是不是有经验的。

5.客户发现我司改产品证书,客户解释,如何进行呢?

我做错了一件事情,需要求助。有个客户是要空调的(外找的工厂)需要我们提供证书,

我们把工厂提供的证书里的名字改成自己公司名称了,但是其中一份报告中有两处地方忘记

更改过来现在客户发现了,要我们解释,这要怎么回复他呀?

改了一半没有改一半。EU206/2012证书,工厂没有自己的阿里平台,他们一般都是做展会

的。

答:给客户回复一封邮件:

Dear Xxx,

I am awesome sorry about the unprofessional operation on the Certificate which

brought you some worry on it, I have to apologize on it.

Actually my main purpose meant to less your worry but not to increase your worry,

obviously I failed because of my carelessness.

The second name XXXXXXXXX is our factory name.  (Factory name is different from

company name is very normal in China because of the Tax)

As our comoany uses our current name XXXXXXXXXXXXXX to register on Ali baba. I though

if I could use the current name would everything normal without any extra unnecessary

explanation.

But in contrast, I screwed up.

please refer to the attachment for the original Certificate without any revisement,

sure if the different name would not bring you any trouble, let's just use this one.

I really beg your understanding on this issue, I really just want to make everything

better.

Your understanding would be a very good comfort which can release my guilty heart

to a little girl, 15000 miles away.

Best Regards

Yours Xxx.

6.客户索要大客户案列,该不该提供呢?

如果有客户问你索要以前做过的一些大客户的案例,这个案例一般需要怎么写?包含哪

些内容呢?需要把具体的产品型号,数量,或者是合同截图这些给到客户吗?

答:一般来说我是不建议给客户看其它客户的资料的(Iam very sorry but I can't

offer you the details of xxx customers, just like when others ask your information

sure I will not give them either),但具体怎么回还得看原文。

7.客户要其他客户信息,不能给的情况下,如何处理跟进?

这个是我们广交会的沙特客户,他想要我们目前沙特客户的信息,但是客户信息肯定是

不能给的,这种情况下应该怎么处理。我的想法是先确定他的项目和数量,然后再确定他是

否能买个样品,样品费下单后扣除。

答:邮件参考如下:

Dear Xxx,

Wish you have a nice day and everything goes well.

I am very sorry but today we contacted some of our customers in your country, they

didn't allow us to share their information to you. (For example some others from

your country ask me your information, without your consent, we would not share them).

About the detail information of our products like Mop Trolly and Dustbins:

1. Mop Trolly, we have normal sizes: xxx*xxx(capacity of xxxml),xxx*xxx(capacity

of xxxml),xxx*xxx(capacity of xxml)....., please refer to the attachment for

the pictures of them with size illustration.

2. Dustbins, we have normal sizes: xxx*xxx(capacity of xxxml),xxx*xxx(capacity

of xxx ml),xxx*xxx(capacity of xxxml).... ., please refer to the attachment for

the pictures of them with size illustration.

So would you please confirm what size of them are closer to the one you are looking

for?

Sure we would love to offer you the free samples for testing, you only have to share

the shipping cost.

Your reply on the confirmation would be highly appreciated .

Best Regards

Yours Xxx

记得一定要附上几款普通尺寸的图片并标注有具体尺寸然后发给客户选择(永远要把最

难的留给自己,把最简单的留给客户),

8.贸易公司,如何提炼自身的优势,关注卖点怎么提炼或者表达?

答:每个供应商公司的情况不一样,每个客户的情况也不一样,结合二者来,整理出自

己的卖点。从服务、灵活、效率、沟通、经验、专业和做方案等方面整理出相应的卖点来。

比如:服务(就是工厂的劣势);灵活(贸易公司有工厂选择,价格不一定比工厂贵,

MOQ, CHARGE,交货期);效率(更高效);沟通(思维方式,站在买家角度着想);经验(对

市场的了解与熟悉);专业(邮件,报价细节等);做方案(有给客户做方案的思维和经验)。

应避免的:空口套白狼,大话空话。应该用数据,案例说话!

比如:你的客户是大型零售商,特别关注0A付款方式,以及供应商是否有和其它大型

零售商合作的经验,你可以这样表达你公司的卖点:

(1)能提供OA60DAYS的付款方面的支持。

(2)有8年和欧美大型零售商如KMART, WALMART, TESCO的合作经验,是KMART的GOLD

SUPPLIER。

(3)产品退货率能控制在1%(行业平均是3%)。

(4)支持点:30多个3年以上相关产品经验的QA,QCTEAM;严格进行来料,产前,产

中,大货的验货。

9.发给客户产品信息以及报价,客户已读不回可以怎么跟进?

答:邮件参考如下:

Dear Xxx,

Thank you very much for your kind reply.

Last time I sent you the quotation about our Xxx Products with cost only $xxx/pc

based on xxxpcs.(对上次内容做一个总结)

would you please confirm how would you like to ship the goods so that I can quote

you the shipping cost.(引导客户进入下一步,如果报过运费就引导到交期和付款方式)

sure now it is very important time for both of us, a good business needs more

communication.

If you still have some difficulties or concerns please must be free to share me so

that I can offer you the help with my professional product know ledges or experience,

I do believe I should have something that you may probably need from.(情商推进)

Sure we are open to any suggest which would help us to move the order forward.

Your reply on the feedback would be helpful for us to move the order faster and easier.

Looking forward to your kind reply.

Best Regards

Yours Xxx.

10.信报订单,但我司无库存且数量少也不是这个价格,怎么操作?

这种信保单我们从来没有成交过,我们这个产品没有库存,而且数量这么少也不是这个

价格,我们应该怎么操作呢?

答:像这种订单,我们不用急着取消或者是确认订单,我们要先联系客户:

Dear Xxx,

Wish you have a nice day and everything goes well.

I received an order through Ali baba about our Xxx Door, I do believe you are in

the market for this door(Normally it is xxx, xxx,xxx把这种门的基本功能或者特色

描述一下).

In order to make sure I can offer the exact xxx door to you, I need your help to

confirm some information:

1. XxxxxxxxxxxxXXXX

2.Xxxxxxxxxxxxx

3.Xxxxxxxxx

(就是这种门还需要确认什么东西把这些东西给列下来,如果有特别多,就先列那些相对比

较重要的)。

As long as you confirm the details then I will quote you the exact prices, as long

as we confirm the order, then I will revise the information in the Ali baba Order

so that we can complete it.

Your help on it would be very helpful for us to make this order work.

Looking forward to your kind reply!

Best Regards

Yours Xxx

11.报价后客户要求质量好也要价格低,怎么回复好?

报价后,客户说价格和目前的供应商差太多了。然后他把他目前采购的水槽发给我,对

比了一轮后,潜台词说:“你提供相同的质量,但要比我们目前供应商的价格低。”;“你别

管我的质量好不好,你只要做到和这个质量一样,价格比目前供应商低。”。

答:要是他真的能用低太多的价格买得到一样的产品,他应该是去买了,而不是跟你在

这里砍价,所以要将客户的注意力转移到产品上来。

As we are all factories in China, our price should not have so big difference, the

product should have a lot of differences. So the quotation I offered to you is based

on: 1. Xxxx;2. Xxxx;3. Xxxx;4. Xxxxxxxxxxxx. So would you please if we can do

something that you can accept and I can reduce some cost?

12、邮件已读没回,想报运费,如何用邮件回复以及询问客户地址?

答:邮件参考如下:

Dear Xxx.

Wish you have a nice day and everything goes well.

Last time I sent you the quotation details about our products Kitchen Toy Set with

price only $38/unit for the size 62*23*72cm.

About the shipping cost, I also recommended 2 options for you.

1. Ship by Fedex door to door delivery, total $490 with shipping time 5 to 7 days.(As

the products is a little big, the shipping cost is a little high)

2. Ship by Ocean door to door delivery, only around $187with longer shipping time

around 18 to 25 davs.

Would you please confirmif you have other goods in China that can be shipped together

so that we can save some shipping cost

Your reply on the confirmation would be highly appreciated.

Best Regards

Yours Xxx

老师点评修改;

报运费,特别是快递,一般来说只要知道国家,基本可以报价的了,因为直接问客户地

址其实不是很礼貌,但是也可以问,但一定要专业的问。比如说你先报一个运费过去给客户

参考,然后再说:你可以给我你的详细地址我再确认一下就最好不过。

The shipping cost is around $xxx, if you can offer me your detail address so that

I can double confirm the shipping cost for you would be best.

建议:

客户产品是属于抛货 (体积很大,算运费的时候是按体积重量来计算),普通快递会

很贵,所以双清渠道会便宜点。(双清就是门到门含税:door to door delivery including

tax and everything, you only have to stay at home for the goods),建议多去了解货

代找一些双清渠道的货代,再者就是英文的书写,要尽量专业,简单,易懂(专业在前,易

懂在后)。

13.客户询盘要知道支付方式运输时间等问题,如何回复好呢?

客户询盘内容:

Dear Sirs/ Madams,

We are small start-up company and would like to start producing modern bracelets.

We are very interested in your products and would like to ask you to make us an offer

with the minimum order quantity and price.

We have a few other questions:

Can we pay with PayPal, how long is your delivery time to zip code: 8087 Munich/

Germany, Can you send us some samples and what would that cost?

Thank you in advance for the information

答:回复邮件参考:

Dear Xxx,

Thank you very much for your kind inquiry about our Copper Beads.

This is XXX from XXX Company, which is a professional manufacturer of Jewelry with

more than 10 years experience.

As per your inquiry, our MoQ for this Copper Beads is 200pcs (2 packs).

We have size 3mm,4mm,6mm

The best price I can offer to you is $xx total including shipping for 200pcs.

The best price I can offer to you is $xx total including shipping for 200pcs.

The best price I can offer to you is $xx total including shipping for 200pcs.

Would you please confirm which size you are going to take.

If you need to buy more, please let me know so that I can double confirm the cost

for you.

Sure always we support our customers to take samples fromus for testing, I can offer

you the free samples 20pcs for each size, you only have to pay $35 for the shipping

cost

Note: the shipping I mentioned above is neither DHL or FEDEX, around 3-5 days to

reach Germany,

Your reply on the confirmation would be highly appreciated.

Best Regards

Yours XXX.

14,系统询盘,客户需要知道细节,如何回复跟进?

系统询盘像这种询盘最近比较多,要的数量不多,客户总说要知道细节,我回给他一个

报价单有些就没有回复了,像这种客户我应该怎么回复比较好?

答①:如果只需要知道数量就能报价,那就报区间价然后再问客户要多少个(这样的回

复率会高很多,不要单单问买多少,询盘里的数量只是参考,并不一定是客户要买的数量)

Dear Xxx

Thank you very much for your kind inquiry about our Xxx product.

This is Xxx from Xxx company, which is a professional manufacturer of Xxx products

with more than xxx years experience.

As per your inquiry I know that you are interested in Xxx product.

The best price I can offer to you is $xxx-$xxx.

would you please confirm how many pieces you are going to purchase so that I can

quote you the exact prices including shipping.

Your reply would be very helpful for us to move the order confirmation easier and

faster.

Looking forward to your kind reply!

Best Regards

Yours Xxx

答②:如果除了要知道数量及其它一些信息才能报价的,那就用这种方式:

Dear Xxx,

Thank you very much for your kind inquiry about our xxx product.

This is Xxx from Xxx company, which is a professional manufacturer of xxx product

with more than xxx years experience.

As per your inquiry I know that you are going to purchase our Xxx product.

In order to offer you the exact prices including shipping, I am very sorry but I

still need your help to confirm some information:

1.xxxx(比如What size you need?)

2.xxxxxxxxx(比如Do you need any customization like logo printing?)

3. How many pieces you are going to purchase?

As long as you confirm the details above then I will reply you the quotation details

immediately.

Looking forward to your kind reply!

Best Regards

Yours Xxx

一般回复这种系统询盘(need more information这种)就是用这两种方法,报价前需要确

定的产品细节就是这种询盘的主要回复方法

15.如何跟客户的供应商打交道?

有个客户从不同另外两家采购,货款都是转到我们香港账户,后面发货都是我们公司一

起出的,现在需要转几千美金给另两家,兑换人民币的话,我们按网上当前汇率转吗?我听

财务说,每次去银行实际兑换没有网上汇率那么高的,这个怎么处理呢?

如果按照另外两家供应商意思,就是这个汇率,可是财务会说本身我们收款就扣手续费。

出货都帮他们家负责,各种费用也都是我们出,要是汇率问题还要多出,我们公司不高兴

答:其实这个很简单,我们之前也有客户这样做,让我们帮他一起采购我们产品之外他

所需要的产品,只要跟他还有他另外一家供应商说清楚当前汇率多少,实际的采购金额多少,

人民币、美金、汇率都列出给他,这样就不会错了,一目了然。汇率我们一般都是按买入的,

关于手续费的这个问题,看金额而定吧。如果金额较大的,建议跟客户或者他的供应商提出,

看是否可以大家分担;若是金额不太大,也可以考虑自己公司吸收,毕竟还要考虑客户的感

受。其实我们在一开始给客户付款前就可以把手续费加进的,这样就不会有后续的顾虑了,

给客户的体验也会好。

16.跟进客户频率一般多久合适?

想问下跟进客户频率一般多久合适?有没有英文跟进客户模板参考?

答:跟进客户没有讲究多久(一般一天一小跟,三天一中跟,七天一大跟),而且没有

模板,每一个客户的跟进方式都不一样。但跟进客户一定是站在客户角度及利益来跟进,或

是一定要对上次的内容做一个总结来引导客户进入下一步,比如:

Dear Xxx,

Wish you have a nice day and everything goes well.

Last time I sent you the quotation about Xxx products based on Xxx pcs with xxxx

(订单细节),so would you please confirm how would you like to ship the goods so

that I can quote you the shipping cost?

Your reply on the confirmation would be very helpful for us to move the order easier

and faster.

Looking forward to your kind reply!

Best Regards

Yours Xxx.

17.客户提出要帮我司销售,要佣金5%,应该给多少?

有老外在领英上找到我,加了我的QQ,最近聊到了合作,他对我们工厂的CAMERA类产

品很感兴趣,想在美国和加拿大帮我们销售,但提出要销售额5%的佣金。之前没遇到这类

客人,这种该给他多少佣金比较合适?

答①:差不多,贸易商都是拿3-5个点是正常的,前提是拿到订单后。

答②:看你具体的产品利润多少,做销售是否他们会帮忙做网站。我们有个朋友也是这

样操作方式,但是对方是帮忙做推广,网络啥的都负责,10个点抽成。

看你们具体操作方式,不一样的。如果他负责全方位的推广,肯定是要多给人家钱,人

家才愿意多卖,其实都没有区别的。还有如果是他们做网站,款怎么打,谁收款这些都要考

虑到。

18.采购和供应商给答复后,我们要在脑海中进行“二次咀嚼

我有个客户,给他寄了化妆刷样品,差不多两个星期的时间。今早我跟他说我们公司及

很多供应商接下来放假及产能恢复的时间,客户就问我另一款化妆刷能不能做。因为我换了

产品,我对现在这个公司的产品不是很熟悉,我问我们的采购能否按照客人的要求做,我问

了很多次采购都说做不了。于是我就跟客人解释说现有的技术,按照他那要求是做不了。后

来一个老业务员跟我说能做,然后我再问采购,他又说可以做了,只是MOQ可能要比较高,

我想刚开始采购嫌麻烦就说做不了吧。现在的问题就是:我之前回复客户不能做,客人回复

我他想找个能做的供应商。现在客户都不理我,我现在应该怎样去补救呢?

答①:先跟采购再次确认清楚,这款化妆品是否确定能做。如果确实可以,再跟客户

写邮件。首先很诚恳的跟客户解释说,关于你所要求的另外一款化妆品,今天我再次和我们

的工程部以及采购部确认了下,我们是可以做的。之前之所以说不能做,是因为里面的某款

材料非常特殊,市面上很难找到(这里你要根据你自己的产品找一个很合理的理由),但是

鉴于我们第一次合作,所以采取一切可采取的办法,终于找到了这款材料之类的。整个邮件

让客户感觉到你们的用心以及诚恳,接着再很合理的引出,因为这款材料很特殊,所以MOQ

要求有点高,MOQ要符合多少,才可以制作等。

答②:从你的信息里我看到了2点:

A.我的需求你不能做;

B.我能做的情况下费用要很高。

客户不回复你,是因为你没有有效的信息给到客户,客户不想浪费时间,如果你没有好

的方案去吸引客户,或者客户已经对你失去信心了,建议你换个人去跟进客户。

第一步要吃透产品。你没吃透产品,自己不熟悉,同事不配合。所以最好是你搞清楚自

己内部的流程之后再跟客户说,不然客户觉得你变来变去不专业,不信任你。平时多向老业

务请教,自己心里有个流程有个底,再好好跟客户谈。客户最怕那种问一个问题,你要去请

教别人,再问一个问题,又等着去请教,产品不熟这个问题,没有人能帮到你,怎么去熟悉

产品,自己拿一个产品和工程师在一起,拆,拆,拆....还要多沟通,跟老业务学习、跟

工程师学习、多跟车间和仓库的人聊天,会知道很多内幕。

第二步要摸清流程。为什么你直接问采购,而没有去问工程师呢?即使采购回复做不了,

我们也可以问外面几家,为什么做不了,难点是什么?只有你自己把产品吃透了,流程摸清

了等等,才能更好的和客户沟通。

19.作为一个业务员,如何更专业的销售我们自己的产品?

我们有类似的但是客人就是想要一模一样的。其实这样的客人很多,作为一个专业的

业务员,我们要如何更专业的销售我们自己的产品呢?客人要的东西和我们的像了,可以说

是可替代或者互补的,那这时应该如何挖掘客人真实的意图,还望多多指点。

答:给一封邮件参考,大概这样一个思路:

Dear Xxx,

Wish you have a nice day and everything goes well.

About the Xxx Fabrics with Xxx design, I am very sorry but we can only promise: we

can offer you the exact material with similar design, please refer to the attachment

for the closed design that we have, actually you can find that our design is almost

the same as the one you need.

As you know every factory/company would make some mould to make some designs which

others don't have,

Sure we can also have the ability to produce the same one, which, but, would need

higher MoQ and a little higher cost.

So I have 2 pieces advise for your reference:

1. You order our exist design (Sure we can offer you some free samples for testing

and confirmation first)

2. We make exactly the same design that you need, you only have to pay the mould

cost $xxx, as long as you order up to xxx pieces/meters then we will return this

cost for you.. (And we promise this design we would only sell to you but not any

others).

Your reply on the confirmation would be highly appreciated.

Best Regards

Yours Xxx

B.我能做的情况下费用要很高。

客户不回复你,是因为你没有有效的信息给到客户,客户不想浪费时间,如果你没有好

的方案去吸引客户,或者客户已经对你失去信心了,建议你换个人去跟进客户。

第一步要吃透产品。你没吃透产品,自己不熟悉,同事不配合。所以最好是你搞清楚自

己内部的流程之后再跟客户说,不然客户觉得你变来变去不专业,不信任你。平时多向老业

务请教,自己心里有个流程有个底,再好好跟客户谈。客户最怕那种问一个问题,你要去请

教别人,再问一个问题,又等着去请教,产品不熟这个问题,没有人能帮到你,怎么去熟悉

产品,自己拿一个产品和工程师在一起,拆,拆,拆....还要多沟通,跟老业务学习、跟

工程师学习、多跟车间和仓库的人聊天,会知道很多内幕。

第二步要摸清流程。为什么你直接问采购,而没有去问工程师呢?即使采购回复做不了,

我们也可以问外面几家,为什么做不了,难点是什么?只有你自己把产品吃透了,流程摸清

了等等,才能更好的和客户沟通。

20.客户确认订单后添加要求,需额外费用,但客户不接受,怎么解决?

广交会上的一个客户,回来积极跟进,客户也确认订单,只差最后临门一脚付款。付款

前客户说瓶子底部要贴条形码的标签,因为确认订单之前没有说过这回事,这些都是有额外

费用的,我把额外费用报给他,客户表示不接受,说他所有的供应商都是免费给他做标签的,

没有供应商会额外收费。我已经申请过说只收标签费,人工费免掉,但是客户表示确认的订

单额外的费用他们一分也不会付。客户背景,中间商。

答:参考邮件如下:

Dear Xxx,

Thank you very much for your kind reply.

I do believe business is mutual profitable, our company are always trying our best

to help to confirm the order as soon as possible.

Now we are stuck by the sticker.

The reason why the other suppliers who would not charge this sticker cost is they

should have enough profits to cover this cost. (I really prefer to have a higher

cost in the bottles and we offer you the free service to make the stickers)

Now our company would love to charge only the sticker cost but offer you free service

to stick for you, I really hope your side can share understanding on it so that we

can meet the agreements that can be acceptable for both of us.

Your reply on the confirmation would be highly appreciated.

Best Regards

Yours Xxx.

21。算错尺寸和单价,导致少收了货款,怎么与客户沟通?

我们有个新同事,他出的订单(新客户,欧洲科索沃)把尺寸和单价算错数了,整整少

收了客户6000美金。我们跟客户详细解释,但是客户不接受,一分都不想出,让我们承担

这个后果并且发货。因为我们每个柜子的利润很低,一次性赔偿太多,目前我们给出的解决

方案是这次订单少收客户600美金,剩下的在未来的订单中每次减免400美金。客户现在要

跟我们老板谈,我们应该怎么处理呢?

答①:首先检查一下,业务员为啥搞错,客户是不是因为完全相信了我们没有检查,

是不是PI上产品太多他也没看出来?如果这样,他有情绪是应该的,比如说预算方面增加

了又要审批,给他造成了一些麻烦,还要向他的老板交代,所以他会比较生气。你可以尝试

以老板的口吻,用不同的邮箱给客户写一封邮件,态度一定要诚恳,可能客户就是要争这口

气而已,把气理顺了,会容易很多。

 (1)你真诚跟客户道歉,站在客户的角度,第一次合作,如果我是你也会不舒服,日后会加

强监督检查,不会再犯这样的错误;

(2)经考虑,一人退一步,我们多给xx台货,然后下一个订单多给你x%的免费备品;

(3)你是不是因为这件事遇到了什么困难,如果是,请告诉我们,我们会尽全力配合

(4)为了感谢你这次的体谅,把你列为我们的VIP客户,日后会给你更多的折扣;

(5)告诉客户你们为这批货付出的努力,第一次合作你们非常用心,想要长期合作;

(6)出货在即,这批货相信会卖的很好,静候佳音。

答②:第一:我们需要先了解业务员是因为什么原因算错,差那么多是什么原因,是

单价搞错了,还是结果算错了?单价可以根据报价单来,只要单价和数量没有问题,算错了

的话,我们需要根据详细的报价单真诚的跟客户去沟通和解释,我相信他都会理解的。不然

客户会认为你们收了款想加价,而不是认为你们算错了的原因,毕竟是第一次合作的新客

户。不到关键时刻不要让他直接和老板沟通,如果利润还不错,看看能否给客户一点实物的

补偿。

第二:我们清楚的了解客户的情况,客户是自己用还是转销售?如果自己用,耐心和客

户解释,承认错误,讲你们也没有多少利润可赚,适当给点折扣。转卖的话有可能客户给他

的客户报价也相对较低。这种情况客户是最反感的,这次给个较大折扣,以后订单详谈。先

安抚,再折扣。折扣后价格稍微比同行低些(不要低的太离谱),客户会接受的

我们之前遇到过类似情况,我们解释清楚,适当折扣,最后和客户谈的是当次订单折扣,

以后订单还是正确报价走,对他来说没有吃亏。当然视你们的客户情况,市场价格等综合因

素考虑,为自己争取最大利益

22.客户需要独家代理,我们如何谈判?

我们有一个德国客户,已经合作买过我们A产品,销量不大不小,还可以。对我们新

出来的B产品,很感兴趣,看了样品,要做我们的德国的独家代理B产品,他们也是刚开

始做,我们暂时预估不到他的销售量。做独家代理需要什么条件,需要签合同吗?

答:首先,肯定要签合同的,双方的责任和义务,以及产品专利,品牌的相关事宜都要

说清楚;。销量是必须要有保证的,可以是阶梯式的,第一年多少,后面怎么逐渐增加,达

到什么水平。但是德国方面一定要保证销量,还有就是代理失效的条件,或者代理的期限。



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2.系统询盘怎么回复呢?
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4,应不应该让客户知道我是新手?
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15.如何跟客户的供应商打交道?
16.跟进客户频率一般多久合适?
17.客户提出要帮我司销售,要佣金5%,应该给多少?
18.采购和供应商给答复后,我们要在脑海中进行“二次咀嚼”
19.作为一个业务员,如何更专业的销售我们自己的产品
20、客户确认订单后添加要求,需额外费用,但客户不接受,怎么解决?
21、算错尺寸和单价,导致少收了货款,怎么与客户沟通?
22.客户需要独家代理,我们如何谈判?
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