鉴于目前新人比较多，在业务过程中遇到问题不知道如何解答，导致卡壳无进展，影

响业绩和进步。重复问题重复解答效率太低，答案在群里面，有类似问题大家可以翻
出来学习现就这个问题我们规范如下：

1. 提问对象：所有有问题的外贸业务人员
2. 提问地方：外贸销售群（Sales Elites--To Be No1）
3. 提问方式：首先定义问题阶段—售前，售中，售后
提问题同时带答案（即使答案可能不对，能回答多少是多少，也
有可能打错，不允许只抛问题，自己不先想一下，坐等答案）
举例：如下

4. 解答对象（所有可能知晓答案的业务人员，包括各组组长，新老业务员，李
玲，熊总）
5. 解答责任人：各组组长为第一责任人，其次是李玲，再次熊总
6. 解答时间：及时处理，最晚不超过 24 小时内
7. 解答方式：群里直接回答或者当面回答，如果是当面回答的请将问题和答案
在群里再发一下，以便其他同事学习参考，请大家秉着我为人人，人人为我
的宗旨
另外售中重点型号报价和建议报价（无论采购报有货还是无货）---此部分
多问熊总。

售前问题列举

1. 当我们所拨打的客户是做这个行业的，但是打过去，他不由分说的就
说:NO INTEREST,我们该怎么回答？

— I understand. Maybe you got hundreds of promotion calls every day, waste you
much time, I will send you the details and you can check our website.

2. 纠结怎么得到他们联系方式的,如果不是"正规渠道",就不愿意多说.
— 事先可以从 TBF 或者 IC SOURCE 调查一下客户的 feedback.

— I have a friend working in GTZ, highly recommended your company, I am calling

to see if we have chance to do very good business.

3. 付款方式的问题，我们只做 NET？
— Of course, no problem, we can support you NET terms based on solid trade
references or after several orders later. You can send some inquiry to us have a
try, you even can send the trail order to us have a try first. If everything going
well we are definitely can support net terms. Can I have your email address? I
will send some details of our company. Is that ok for you?

4. 怎么介绍我们的公司？一般从哪些方面着手？
— We are broad-line independent stocking distributors of electronic components

— line cared
— Our line card is FPGA in Altera&Xilinx brand, DSP in TI brand, full series in Linear
Technology. We also specialize in?ADI’S industry and military parts

— We have the pricebook from the franchiser. Some leadtime buy parts, we can
send the quotation right away.

— 货源

— We stock some items and all stock can ship same day or the next day after
regular QC testing before shipping.?

— Most parts are from OEM’s excess stock and share stock from the franchiser and
some partners. No worry about the parts quality.

— 报价：

— Most sales in Asia do not know the market situation, product information, they
do not quote precisely, or cancel order, or change price again and again,

— don't know which is OTP, which has password, which source is in shortage,
which is of high risk...But we are professional.

— our quotation will be confirmed by senior manager before we sent to you.

— QC; team

5. We’ve already have enough supplier. 怎么回复客户

— I see that you are strict with your supplier, but we all know that if we have one
apple, we eat it good or bad, and only when we have two or three or four, we
could choose much better ones and the best one, do you agree?

— what you need to do now is just to try and choose better ones, we know we are
the one,

— 1. the parts we sell are 100% NEW.

— 2. We have flexible payment TT Escrow and NET, and sure on time shipment.

— 3. All parts our customer buy from us have 90 days guarantee.

— pls have a try and give us a chance, any part number can help you now?

6. 当客户担心我们的货的品质问题时候 怎么说服客户
— quality control:

— We have strict incoming quality control from that time on, most of times we do
Acetone swab test and verify label authenticity with scanners.

— Sometimes we send parts to test lab for full inspection including D-cap,X-ray
penetration test, solder ability and function test.
— Third party testing institutions : Global Test(USA), White horse(HK), Advanced
Lab (USA). As one of our warehouse,

— We also have our own test equipment. our HK branch office is mainly for our
test lab. In order to prove it , We can apply from our test department to take pic
for you check if you need .

— Most of MCU,MPU ,MEMORY,MOSFET ,PASSIVE PARTS ETC parts , We can do

test by ourself before the shipment .

— May I please have your MSN or SKYPE Id so that I can have my sales team
contact you with a response to your RFQ’S.

— If No

— I am not asking you to make a buying decision over the phone, you can take a
look at our website which is http://www*********/ and the products we offer and
if then you think you would be interested you can go ahead and send in you
RFQ’s.

— Or

— I know that you maybe skeptical about our company but our motto is Honesty
to Customers. Many Chinese Brokers are quoting Refurbished/Used parts as
new. But we don’t. We simply quote true Conditions and Customers make their
own decisions.

7. 开发邮件一直没有回复的情况下 说出 5 种继续跟客户取得联系的方法。
一. 直接电话。
二 .单个品牌介绍的开发信
三 .全部品牌的介绍
四 .介绍我们跟别人的不同
五 .多搞几个公司宣传的册子 比如韩文的 英文的 俄语的
六.如果看准客户，直接贸易参考吸引客户. 这个前提是客户值得去
花成本去搞。
七. 可以从质量控制方面去吸引客户。告知客户我们是怎么检查货
的发货之前。
八 .节日的问货，关系客户的生活 分享生活趣事
九 .介绍公司的同时， 可以附加公司的照片。 显示公司的实力
十. 关系客户当地的小新闻 10， 小新闻，为切入口联系下客户

8. 当客户说 We’ve already have enough supplier. 怎么回复客户？

— I see that you are strict with your supplier, but we all know that if we have one
apple, we eat it good or bad, and only when we have two or three or four, we
could choose much better ones and the best one, do you agree?
 — what you need to do now is just to try and choose better ones, we know we are
the one,

— 1. the parts we sell are 100% NEW.

— 2. We have flexible payment TT Escrow and NET, and sure on time shipment.

— 3. All parts our customer buy from us have 90 days guarantee.

— pls have a try and give us a chance, any part number can help you now?

9. 怎么打电话找到联系人？
— 1 This is komuro arisa from Amax Technologies company, Japan. May I speak
to… I have an urgent PO to follow up with …/have sth urgent need to clear up
with… may I have his cell please?

— 2 This is komuro arisa from AAA company, We received inquiry from .. May I
speak to…

— 3 要找的 Purchaser 不在，只留下了 messege，不知道会不会看。

— 有的时候你连续打电话，对方会记住你，然后给你机会。 你可以说我已经打了
好几次了，我们真的对与跟你们合作非常有信心，也对你们公司有了解。有的
人会比较忙，你可以要求他介绍他的助理先联系。

10. 电话打通了，还是找不到负责人名字和直线电话. 怎么办？

— a 转接分机号告诉你要找的人。 如果顺利转过去，ok，直接介绍公司。

— b 说不在，要手机号码或者邮箱，I have very urgent thing need to discuss with

him. We received inquiry from him and send the quotation, need to advice
some details. 如果给了，按照之前的介绍公司。

— c 不给，或者不知道，Can you please tell who is taking in charge of purchasing

in your company?

— 无论他说出谁，都要问是否在，在能否通话；如果还是说 james，就要问，您
觉得我什么时候打电话他会在呢？ok，不管对方说什么，我们肯定是要再打……
只要确定有这个人， 而且是采购， 那么就要直到联系上他为止。

售中问题列举

1.Enquiry received, yet we do not have stock. 收到询价无货

Find out the reason, lack of stock, production stopped, or restricted? Or we only
checked reliable source, or what.
Thank you for your request. But sorry, this part is already obsolete, we have no
stock. Maybe you can get if from Future Electronics.

If you buy the LT TI IDT BROADCOM FREESCALE parts, I’m sure can office you
competitive price. We have strong source as below. 4 franchisers lists + 2 very
big OEMs lists + about 10 special partners + all orders record with price from
Avnet and arrow Korea. And also we have some big OEM customer use it. Many
parts we can quote you special price according to the price record of repeat
order. While the other brand, I’m not sure, I just can quote you the best as we
can. Of course, we can register an new account to apply the special price for you,
but we need more details, like the reasonable TP, project, yearly quantity
needed at least. It’s not easy way. Hope you can understand. Actually we always
pay high attention to your rfq, every quotation will be checked by our manager.
Pls be more patient. I’m sure we can catch sth in the future. Pls pay high
attention to our line card.

Refurbs, re-design, alternative part number.

2.Why cannot provide COC? 你的报价为什么不能提供可追溯文件？

For leadtime buy,we can offer COC or PL most of time.The most of the Xilinx will
not provide the COC if you want got the special price as they are applied under
the name of big OEM customers. While if you insisted it , we can provide it also.
But the price is much higher.

For the Xilinx checked very seriously . Its not allowed for Local franchiser to sell
the parts to overseas by Original maufactory considering local customer
protection.Xilinx has to protect their agent in other areas .If other agents tell
Xilinx that Korea agent sell parts to USA or other areas , My supplier will be in
very big trouble.This hurts my supply chain.Our supplier may have to tear out
lables of the parts before shipping to us.So the stock will be not tracable by
Xilinx .—

思路：1.解释货源渠道，是 OEM excess stock,还是 franchiser source,前者无法提

供 COC，后者可以提供但是 XILINX 通常以大客户名义申请特价，我们还是拿不
到 COC.如果是 LTC，ADI,TI,FREESCALE 等则可以拿到。

解释为什么标签条码被涂掉。区域保护政策，为避免渠道关系被伤害

3. Customer insist on NET terms. 客户坚持 TT

Know more about customer to analyze the risks we will be taking. Ask for trade
reference. Insist on TT for the first order.
Sir, according to our company policy, I can only do TT for our first order. I may
be able to apply for NET terms for future cooperation. Thanks for your kind
understanding.

4.The TP customer provide is 30-50 of our cost, asking for best price. 客户还价

Thanks for your information. I’m sorry but your TP is way lower for what we can
do. It’s much lower than market price. Besides franchiser will simply refuse to
quote or do not give positive feedback if I submit this TP to them. Of course,
maybe your customer have had special price from franchiser. As to us, it’s very
difficult to get better price. Pls re-check with your customer so we can process
this case accordingly.

Thanks for your information. I’m sorry but your target price is way lower for what
we can do. Because franchiser will reject quoting to us directly if I submit this TP
to them. so can you please work again to get reasonable TP? Wait for your news,
thanks.

售后问题列举

收到客户客诉（引脚弯曲。。。问题不限，外观丙酮测试不过，焊接问题，湿
度卡异常变色，上板功能不过，爆米花效应，没有功能，掉锡，电压达不到，
X-ray 不通过等）

I am so surprised to hear this, as this has rarely happened!

As you may know, these parts are coming from OEM excess stock, this is no
Factory original box and label,

so when we get these parts in the warehouse, we have our incoming test before
shipping, all parts are passed the test.

I have forwarded these pictures to our supplier and purchasers and asked why
the parts are not soldered well on the PCB, the only reason is that Bent Pins.

I am told that all the parts are tested in the facility/socket one piece by one
piece when they handle the test, parts have suffered some pressure and Pin
probably bent during this test,

but all test passed, that is why I am allowed to arrange the shipment to you.

So I hope we can solve this problem well, I am wondering how many pieces are
failed to solder from your side?

If you could help to figure out the exact quantity, it will be a lot helpful for us to
re-negotiate with suppliers, please advise.