Professional Documents
Culture Documents
第一章 开发信篇,
1.1 不同国家开发信模板
1.2 询盘式开发信模板
1.3 开门见山式开发信模板
1.4 新产品开发信模板
1.5 市场信息动态分享型开发信模板
1.6 客户鉴证式开发信模板…
1.7 问卷式开发信模板
1.8 邮件群式开发信模板
1.9 催眠式开发信模板
1.10 事件营销邮件模板
1.11 邮件营销模板-了解部分.
第二篇 回盘篇
2.1—句式简单回盘邮件
2.2 准式回盘模板
2.3 模棱两可不详询盘的回复
第三章 报价篇
第四章
3.1 范围报价
3.2 精准报价
3.3 报价单式报价
3.4 成本报价
第四篇 失联客户篇
4.1 邮件追踪小工具
4.2 客户未看邮件如何跟进
4.3 客户看了邮件未回复,如何跟进
第五章 样品篇
5.1 样品详情
5.2 请客户支付样品费的小技巧
5.3 样品派送详情
5.4 测样跟进小技巧
第六章 谈价篇
6.1 重心转移式谈价
6.2 价值主导型谈价模板
6.3 间接让步式谈价模板
6.4 直接让步式谈价模板
6.5 折中法谈价模板
6.6 二选一式谈价模板
6.7 客户鉴证式谈价模板
6.8 借力 or 换身份谈价模板
第七章 收款篇
7.1 做 PI 后确认账号
7.2 间接式催款
7.3 迂回式间接式催款
第八章 运输篇
8.1 告知客户船期
8.2 告知客户已发货加分小技巧
8.3 和客户确认单据
8.4 单据派送
8.5 单据送达确认
8.6 货到港提醒
第九章 售后篇
9.1 询问产品销售情况
9.2 了解最新市场动态
9.3 返单跟进
9.4 老客户的二次开发
第十章 客诉篇
10.1 第一时间回复
10.2 道歉井寻求客户的配合
10.3 再次跟踪实际解决效果
第十一章 节假日祝福篇
11.1 周月未祝福/分享
11.2 圣诞祝福
11.3 新年问候
11.4 感恩节祝福
11.5 万圣节日问候
11.6 中国传统佳节的分
第一章 开发信篇
1.1 不同国家开发信模板
北美国家 (美国,加拿大,墨西哥等)
1. 开门见山
2. 认真+时间概念
3. 简单
4. PayPal
6. We not I
Hi Mr XX,
Good Day!
ABC Co., Ltd. ( one of the grey hair for LED more than 16 years. Our core
competencies is A and B, our market is USA. Our sales pitch is WITH US YOUR MONEY
IN SAFE YOUR BUSINESS IN SAFE.
Blow is some of our best seller M/N 产品 for your reference. We can accept
payment by PAYPAL ( The easy way to pay money for American customers)
Tks &B.R
Smartsousou(外贸人的智慧搜索)
欧洲人(英,法,德,意等)
1. 追求质量
2. 时间很重要
3. 安全感
4. 证书和销售后服务
Hi XXXX,
ABC Co., Ltd. is LED Business Model in China. We had the honor to serve the 2nd big
distributor/XXX 公司 in UK; XX 公司 in USA; XXX 公司 in Dubai; All our items are
coming with certification and we have special team work for after sales service. We
are ready for signing contract with you in case you need it, as honest dealer we never
crook our customers.(安全感)
(TIME IS GOLD) for you and for us. So we have professional production line and staff
who are making nice quality in short time. (质量,时间)
Below/Attachment is new items and some information about our best seller, our
factory and certificate, hope we can have long term business with you in near future.
Tks&B.R
Smartsousou(外贸人的智慧搜索)
中东客户
1. 喜欢大写+简单英文
2. 喜欢细节详尽一点邮件
3. 细节介绍公司和产品
4. 最好有直接插入产品图片和规格尺寸
5. 价格低
6. 慢热型
7. 品牌
Dear XXX,
We trust you will like our quality and our service. We can offer you very perfect price
with very nice quality. And also we can sign contract with you to be more safe. And
we can full refund money back to you if there is any quality problem. We trust that
with us your money will be in safe and your business will be in safe. As quality is our
culture, so hope you give us a chance to serve you and we believe that you will be
happy with us. I send you some of our best seller data sheet. Pls check it as follows---
Contact me if you need any help in China, and pls remember I am really hope we can
be good friends even you don 't do business with us, pls remember this is
Smartsousou(外贸人的智慧搜索).
南美(巴四,阿根廷,哥伦比亚,委内瑞拉等)
1. 英文不是很厉害,写简单一点单词
2. 喜欢提问的方式
3. 喜欢免费样品
4. 喜欢 OEM
H, Dear x×x,
Are you interested in saving some money? Are you interesting in good quality with
nice price? And are you interested in small order with fast delivery?(提问的方式投
其所好)
So pls let you know we can offer all these for you, ABC Silicone is the TOP rtv liquid
silicone factory in China more than 10 years. Below is our best seller, pls check it. Any
interested, more information & FREE SAMPLE(免费样品投其所好)will be provided
for your reference.
Smartsousou(外贸人的智慧搜索)
澳洲客户(澳大利亚,新西兰等)
1. 认真爽快,乐于交朋友,对陌生人也经常一见如故
2. 价格:运抵澳大利亚并已完税的产品价格应比当地生产的同类产品或其它来源
的产品价格低。
3. 可靠性:供货商必须能长期保证产品的质量,交货及时并保持联络。
4. 灵活性:供货商能接受小批量订货
It's really my pleasure to write this email and I hope even we don’t do business we
can be good friend, as we realty like Australian people so much, as you are very nice,
friendly and honest in your life and business, so hope we can be friend, my name is
Smartsousou(外贸人的智慧搜索) from ABC Silicone, RTV Liquid silicone professional
manufacture in China. And we got your information from Alibaba.
We trust that our quality and price will give you an edge over your competitors, So
hope we can have long term business with you. Below is the our best seller RTV-123,
pls check it hope you like any of them, and feel free to contact me if there is any help
I can do for you here in China as really hope we can be friend even without business.
Smartsousou(外贸人的智慧搜索)
1.2 询盘式开发信模板
1. 如何写询盘式开发信?
a. 问明知故问的问题
b. 问二选一的问题,三选一的问题
2. 询盘式开发信的好处?
a. 回复率高
b. 比较容易找到负责人
C. 可以了解更多的目标客户信息, 为后面给客户推荐最适合的产品做铺垫
贸易商:
Hi,
Smartsousou(外贸人的智慧搜索)
使用商:
Hi
Smartsousou(外贸人的智慧搜索)
1.3 开门见山式开发信模板
As we know you use a lot of smooth-on silicone for sculptures casting, right?
Here I’m glad to tell you that our silicone RTV-123 is very similar to MM25, but price
is much cheaper than it(产品亮点); and the 2nd distributor CBD in UK have always
bought us 3-5tons/ month instead of Smooth-on Silicone.(客户鉴证我司产品的价
值魅力)so, we are 100% confident(百分之百的相信)that you will quite happy with
it. Would you like to have a try? If so, Free Sample & quotation will be sent for your
evaluation(用免费样品吸引)
Smartsousou(外贸人的智慧搜索)
1.4 新产品开发信模板
Warm Tips:
1. 新产品最好也是有针对性的发给不同客户的市场;
3. 最好附上图文并茂的图片,让客户更加直观的了解;
4. 如果产品款式很多,可以做成彩页以附件的形式发送,多角度的展示产品。
Glad to know your information from website and know that you are a distributor of
Wacker, right?
We are happy to share you our New hot selling Silicone A and B in UK, which are
wonderful for climbing holds casting. As we know, more and more Americans love
sports climbing. So, we are wondering if this kind silicone will be a good market in
USA soon.
(新产品作为一种市场信息的分享给客户)
Competitive Advantage------
1.)
2.)
3.)
Data Sheet------(产品参数)
XXXXXXXXX
Any interested, free sample & price will be sent for evaluation.
1.5 市场信息动态分享型开发信模板
此类件的作用:
1. 老客户的二次开发
2. 贸易商的开发
3. 客户维护
Long time no contact. How are you? and how is your business market going?
Hope Beautiful!
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Xxxxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Xxxxxxxxxx
Never being thicker silicone within 1. 5 years silicone become to our top star
products.
Any interested, free sample & price will be sent for evaluation.
1.6 客户鉴证式开发信模板
Warm Tips:
1. 客户鉴证如果是贸易商同一个市场的不要用
2. 和此客户签了协议的不能用
3. 有关系往来的客户可以用,但不能无中生有
Dear Tom,
We are the gold rtv molding silicone supplier of the biggest artificial stone in
Malaysia.(开门见山告诉客户自己的双重身份)
As we know you are also a wonderful manufacturer of artificial stone in Malaysia. So,
we are wondering if you use rtv silicone for its molds?
Smartsousou(外贸人的智慧搜索)
1.7 问卷式开发信模板
Warm Tips:
此类开发信要求对客户市场或是具体用途中出现的问题有专门的研究分析,
有针对性的问卷式开发信能真正帮客户解决问题,回复率一般都非常高。
延生拓展:
你们产品的某些独特卖点刚好能击中客户的某些痛点,能帮到客户解决实际
问题,有可能是某项技术的图片,也有可能是某些证书,也可能是融资性的
付款方式等都可以这类问题去写这种开发信。
Hi Mark,
Have you always suffered these problems during your mold making of silicone—
1. Oily?
3. xxxxxxxxxx
4. xxxxxxxxxx
We XXX Silicone can just help you solve all the problems above.
If any interested, more products specification as well as price, sample will be sent for
your reference.
Smartsousou(外贸人的智慧搜索)
活学活用双向主动/被动语态
We XXX Silicone can just help you solve all the problems above
VS
We are glad to tell you that we XXX Silicone can just help you solve all the problems
above.
(生意是双向的,作为供应商我们希望找到开发优质的 3A 客户,同样的客户也希
望找到稳定又有保障,能为客户解决问题的供应商,所以希望大家多用一些这类
双向被动语态)
Eg. You will quite happy with it。
We think you will also don't want to miss this opportunity, will you?
Since you are such wise businessman, we believe you will make the best choice.
1.8 邮件群式开发信模板
目的:
1. 开发信群可以全面的让客户了解你的产品、公司、服务、现有的大卖家、现
有的市场构成、现有的新产品等等
2.主题的多变,能大大提升邮件被点击的概率
3.显示你的专业
第一封:
As I know you are in marketing for more competitive advantage silicone in currently
financial crisis. Here, we have some star products whose quality are very similar to
Wacker, Dow-corning but price are half much lower than it, would you like to have a
try?
Smartsousou(外贸人的智慧搜索)
第二封:
xxx,
We are the leading professional manufacture of rtv liquid silicone rubber more than
16 years.
Regards
Smartsousou(外贸人的智慧搜索)
第三封:
We have already passed the factory audit from SGS, REACH, RHOS, FDA ,MSDS, UL
etc.
I’m sure that our factory & products are good enough for your program in Italy!
Smartsousou(外贸人的智慧搜索)
第四封:
Dear xxx,
Yutube: www.xxxxxxxxx.com
Facebook: www.xxxxxxxxx.com
If you have time, pls pay a visit to us, we are so confident that some of our products
will help you win more makets.
Sincerely hope we can do something for you and your company!
Kindly Regards
Smartsousou(外贸人的智慧搜索)
第五封:
[sheet]
Smartsousou(外贸人的智慧搜索)
第六封:
6. Re:xxx(客户名字)
XXX,
It's me again.
Do you have interested in our current models? Free samples could be sent for
evaluation.
BTW, if you have any idea about your best seller hardness of silicone, pls keep us
posted.
We also can recommend you the best suitable products for your reference.
Smartsousou(外贸人的智慧搜索)
1.9 催眠式开发信模板
如何催眠?
1. 新工厂:暗示价格优势
2. 好的市场反馈:暗示质量优势
3. 邀请客户一起讨论本土市场的合作机会
好处:
此开发信虽未直接告诉客户,我们的产品物美价廉,但是采用这种迂回的催眠术让
客户更容易接受这种分享又开发的开发信。
I'm glad to inform you that our new factory xxx Silicone Co., Ltd. Has been
successfully started up in Jan of 2014.
The 2nd distributor xxx in UK is quite happy with us, and who have bought silicone
3-5tons from us every month instead of smooth-on Silicone.
We are very interested to discuss with you possibility to develop your market
together.
Sincerely &B.R
Smartsousou(外贸人的智慧搜索)
1.10 事件营销邮件模板
Hi Michael,
First of all, Congratulations on your country win the champion of World Cup
事件营销让客户心情开朗
As know from your website, you are a distributor of some famous brand silicone like
Wacker, smooth-on, ACC, right?
Germany market covers more 50% sales of Wacker, 10% of smooth-on for life casting
industry, also ACC silicone was the main role of electronic potting silicone. But now
as the Europe economic crisis, all the sales go down. And customers always ask more
competitive silicone located in Munich and Hamburger etc., especial in some
construction industry and electronic filed.
市场分析加上城市虚实结合,吊一下客户胃口
Today we XXX Silicone can just provide you this kind of silicone which is similar to
Wacker4503 and ACC M928, would you like to catch this opportunity and get more
beautiful market pls?
千呼万唤使出来
Any interested, we are happy to discuss it with you about more details.
Ths &B.R
Smartsousou(外贸人的智慧搜索)
1.11 邮件营销模版-了解部分
【图片】
【图片】
第二篇 回盘篇
2.1 一句式简单回盘邮件
Warm Tips:
对于一句式询价询盘的回复可以采取逆向抓住主动权的回复方式,先反问客户具
体需求,了解清楚再报价!但是切记,巧妙的逆转话题 in order to 的妙用
Tks for your inquiry from Alibaba, we are glad to know that you are interested in
liquid rubber for molding, right?
I'd like to give you the price right now, however we have thousands products, in
order to recommend you the best suitable products. May I confirm some information
with you as follows—
3. What's the application do you want to use for, gypsum, resin, concrete or
others?
As soon as confirm information above. We'll provide more details information for you
as well as the quotation, shipment etc. Waiting for your reply soonest.
Smartsousou(外贸人的智慧搜索)
2.2 精准式回盘模板
客户询盘:
I’m Alexandre, CEO of ***** company in France. We are specialized into promotional
gifts and krafts.
For our clients, we are, interested in your Muti-function Bluetooth key finder as a
promotional gift. We are looking for a strong business and cooperation into the long
term business. Many clients are already interested in this product.
Here enclosed some examples (EXAMPLES ONLY, just to show what we are talking
about)
Sample time + cost? Lead time for the job? Packing list info?
Please send us a detailed quote for this job, by filling in teh enquiry form enclosed.
回复询盘:
Dear Alexandre,
Very glad that you are interested in our Muti-function Blue-tooth keyfinder from
Made-in-China.
Currently we have two designs, the mainly function is anti- lost, remote shutter,
recording voice, location mapping. CV-F12 can be used to track multiple device with
single app, which can only workable for Android and Apple System with 3 different
languages--Chinese, English, and Spain. Another CE-F 10 is a simple blue-tooth finder
which use to track device one by one. Dear Alexandre. Attached is our price list, pls
confirm which one do you prefer to?
--- Yes, it's also ok, pls send the clean & big picture so that we can consult the logo
charges for you.
3.Sample Time: 1-2 days after getting your payment (Ps: here we use our own
package at first)
6. Packing List information : 300-352 pcs/carton, details pls check the attachment
quotation list. If yours, pls confirm your details requirments at first so that we
could calculate for you.
2.3 模棱两可不详询盘的回复
外贸中经常收到一些模棱两可泛泛而谈的询盘,不知道准还是不准的询盘,此时
大家请不要随便放弃,这些询盘,并不代表质差,或是客户随便问问,也许也是一个
不错的潜在机会。请找到切入点或突破口,来回复,左边是我经常对此询盘的一
个回复模板:可以先介绍产品,再介绍公司来确认客户的具体需求!
【图片】
1. 公司名,地址,网址,公司简介
2. 公司图片
3. 样品间图片,产品图片
4. 产品种类及具体详情
5. 公司近 3 年内的销售额(有图表更佳)
6. 现有客户分布(有图表更佳)
8.工厂详情(配图片)
Dear Mandy,
1. Moldmaking Silicone
Attached is our company profile, any interests, more details information will be
provided as per your request.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
第三章 报价篇
3.1 范围报价
什么时候用范围报价?
a.很多时候客户一封邮件过来就问产品报价,可是你对客户的具体需求、数
量等并不了解直接报价过去很冒失也显得不专业,这个时候可以直接先跟客
报一个范围价,再跟客户确认其具体需、订量。
好处:
a 这样一来竟回答客户的问题,二来也可以自然过渡你想要确认的东西
b 有些客户你跟他确认具体需求时客户就不是很配合一直盯着价格问,这时
候也可以先发一个范围报价过去。
客户询盘:
Ths
Jim
回盘:
Hello Jim,
Dear Jim, as we have thousands kinds silicone for different application, in order to
recommend you the best suitable one, may I confirm some information with you as
follows—
1. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
2. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
3.XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
As soon as confirm some information above, more details products specification as
well quotation, shipment will be sent for your reference.
Ths &B.R
Smartsousou(外贸人的智慧搜索)
3.2 精准报价
一个完整的报价组成要素:
1.贸易商术语
2.价格
3.数量
4.付款方式
5.包装方式
6.运输方式
7.交期
9.报价有效期
10.汇率
附加:
1. 海关编码
2. 产品保质期
3. MOQ
Hi Jack,
Below is our best price for rtv-123
Expiring Time: 12 months storing in a dry & cool place under 25 Celsius degree.
Delivery Time: Within 5 days after obtaining your bank receipt against the payment.
HS code: 39100000
Abt the shipping cost may I know your destination seaport pls? So that we can
consult it for your reference.
TKS &B.R
Smartsousou(外贸人的智慧搜索)
Warm Tips:
精准报价最好做成表格的形式一目了然;同时也非常直观的可以看出不同数量区
间的价格对比。
Hi Jac,
Belowing is our best price, pls check it.
[sheet]
Expiring Time: 12 months storing in a dry & cool place under 25 Celsius degree.
Delivery Time: Within 5 days after obtaining your bank receipt against the payment.
HS code: 39100000
Abt the shipping cost, may I know your destination seaports pls? So that we can
consult it your reference.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
3.3 报价单式报价
Dear Alexandre,
Tks for your inquiry from Alibaba, I'm glad that you are interested in our
Muti-function Bluetooth keyfinder.
Currently we have two designs, the mainly function is anti-lost, remote shutter,
recording voice, location mapping.
1. CV-F12 can be used to track multiple device with single app, which can be
workable for Android and Apple System with 3 diffrent languages—Chinese, English,
and Spain.
2. CV-F10 is a simple bluetooth finder which use to track device one by one.
Attached is our price list, pls check &confirm it. which one do you like?
Walting for your reply soon.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
Price lisa
3.4 成本报价
1 什么时候用成本报价法?
国际图易中成本报价法一般还是用的比较少的,一般是针对中东、印度等这些经
常压价压得特别离谱的国家,或是谈价谈到最后客户还是坚持目标价没有任何让
步的余地,用成本报价法是能清楚明了的让客户知道你所报价的合理性。
[sheet]
Dear Kim,
To be honest, we are keen to win this order, however, we have no margin to reduce
this price again, and it's really a pretty reasonable price basic on such nice quality.
And we can't debase our quality and profit to achieve your target price, sorry!
1.
2.
Sincerely &B.R
Smartsousou(外贸人的智慧搜索)
[sheet]
2 成本报价法注意事项
1.不要客户一询价就给成本报价
2.成本报价不要随便用,特别是此产品是你们公司的某种专利产品或技术机密的
产品
3.工程造价的项目产品可以用
4 成本报价不用把所有价格组成项目罗列的十分清楚,只需要一个大概的组成部
分即可,以避免被竞争对手获取而造成不必要的麻烦
第四篇 失联客户篇
4.1 邮件追踪小工具
Readnotify ( readnotify.com)
注:此类小工具一般会有时效性,超出时间则不可用。
4.2 客户未看邮件如何跟进
回盘,现报价,样品,PI 等发过去一个多星期了,客户那边一点动静也没有,也
没有看到客户有任何阅读回执或查看过邮件的记录,这时候找们可以发以下邮件
过去提醒客户查看邮件。
1.
From:
To:
Subject:
2.
Hi Mike,
Smartsousou(外贸人的智慧搜索)
3.
Hi Mike,
It's been a time no any news hear from you. How are you recently?
I have sent you a quotation dated 31st of Oct, have you got i?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
Hi Mike,
I’m sorry to disturb you again.
However, disturbed is not my purpose. As you know every company has his or her
rules for every sales, and we should feedback the valuable customer's feedback on
weekly meeting. So that we could help them better.
My friend, dear Mike, any of your idea abt our silicone now? Or you have any other
worries hope you can be frankly let us know?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
4.3 客户看了邮件未回复,如何跟进
有时候客户看了邮件隔了 1 个星期还没有回复,可能原因:
A 出差、假期
B 对你产品不感兴趣
C 邮件没有特别的亮点吸引客户
D 不想更换供应商
E 报价太高
F 付款方式不是想要的
G 交期
H 需求
I 其它:个人或亲人病重等
1. 第一种: 直接询问式
Hi Mike,
Tks &B.R
Smartsousou(外贸人的智慧搜索)
2. 第二种:从商业角度,让客户坦白顾虑
Hi Mike,
Tks for reading my email. I think you must too busy to reply me or do you still have
something into consideration.
It so, could you frankly let me know army of you worries? Such as price, quality,
payment terms, demand or others?
3. 第三种:从朋友角度,让客户坦自顾虑
Hi Mike,
Long time no hear from you, I appreciate for your kindly to check my email again.
I think you should be not convenient to reply my email at moment or do you still
have some worries abt our products? Such as price, quality, payment, demand or
others.
If so, hope you can be frankly informed me so that we could know how to help
&support you.
Dear Mike, I really appreciate for the god to let me know you, Business may past, but
we still a good friend, yeah? And I think you will also not refuse a friend to help you
by her sincerely heart, right?
Sincerely
Smartsousou(外贸人的智慧搜索)
4. 第四种:直接罗列解决方案让客户舒缓的说出自己的最终顾虑
Dear Thomas,
Tks a lot for kindly to check my email. I think you must too busy to reply me or do
you still have something into consideration?
-We can support you 100kgs as the first cooperation to try the market
-A. You can just transfer us some deposit, we'll return it to you when you confirm the
order.
-B. In order to show our sincerity, we can bear half of it and you afford the balance,
how's your idea?
3. If the price
You can test our sample at first, after getting the good feedback, shall we discuss
price again basic on it’s real values?
Or do you still have any other worries, pls be frankly let me know so that we could
know how to help you.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
案例:
I really appreciate for your such kindly to read my email, and I think you should be
quite busy recently. On one hand, you should take care of your wife, on the other
hand, you have a lot business to do as a big company’s boss. So, my dearest friend,
pls don't forget to take care more of your health as well. it's the most important: )
Honestly, as a sales, I want to do business with you since you are really a nice teacher
for Smartsousou(外贸人的智慧搜索). I'm keen to learn from you abt business. As
my company, we also hope find such strong &professional distributor like you in UAE.
So, Dear Max, no matter what reasons, we are always open the heart to you, hope
you did as well.
If you should take all the time for your wife and not available to discuss the business
at the moment, pls just advise a comfortable time, Smartsousou(外贸人的智慧搜索)
will not disturb you during this time anymore.
If price is still a problem to prevent us go head, hope you can sincerely inform us a
reasonable price, then we can discuss it again.
If marketing idea problem, hope you can also share your nice business eyes &idea for
the market, then I will feedback your comments for our board of direct, or we can
visit you for face to face communication if needed
If others……, any problems, your opened heart &feedback will be highly appreciated.
Sincerely
Smartsousou(外贸人的智慧搜索)
第五章 样品篇
a.) 产品需求确认
Dear Leo,
In order to send you the best suitable sample for RTV-123, may I confirm some
information with you as follow:
1. Working Temperature?
2. Working Humidity?
4. Color of catalyst?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
b.) 送样时间,地址信息确认
Warm Tips:
国外客户一般不喜欢透露私人电话,我们可以在送样地址信息确认的时候,迂回
的问客户手机号码,这样方便后续加客 whatsapp 或有紧急事件的时候可以直接
打电话给客户本人。
Dear Leo,
Sample have arranged in our R&D department, and it will finished within 3days.
(告知样品目前最新状况)
Here in order to send you this sample safety &correctly. May I confirm some
information with you as follows:
1. Company:?
2. Address:?
3. Contact: Mr Leo?
4.Te:?
5. Mob:?
6. Post Code:?
Cheers
Smartsousou(外贸人的智慧搜索)
5.2 请客户支付样品费的小技巧
1.) 客户找你
Dear Willem,
Sample is no problem, I can apply 2Kg RTV-123 as your requirements. As my
company’s rules, Sample is in free of charge. Shipping cost will be afford by yourself.
As just checked UPS, it's 100$, or do you have your own account?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
2.)你找客户
Dear Willem,
Sample is no problem,…同上
As just checked UPS, it's $100, here in order to show our sincerity, I will try my best
to apply if my company can share it by half and half, (or go 50 and 50 口语化表达)
that mean you only need to afforded $50 as the long time business investment, will
be that acceptable for you?
Smartsousou(外贸人的智慧搜索)
价值说服法:
Personally, I really want to support you. However, every company has his or her rules,
we can't break it as only one customer.
What's the price you buy the silicone from local market?
If it's higher $5/kg or above than us, and you can import 5tons/year, then
5*5000=$25,000
That means today you just need to pay 50$ which can help you save more than
25,000$ every year at least it's really worth to invest it. Pls kindly to re-consider it
again.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
运费返回测试合作诚意:
Personally, I really want to support you. However, affording half of the shipping cost
is the best efforts we can do for you.
Giving others opportunity is the same for yourself. And we are regret that we can't go
head as just the small amount $50, so, I have another proposal for you?
We'll return the rest shipping cost for you if your testing feedback is not good if I can
apply successfully to my company. What's your idea?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
5.3 样品派送详情
样品派送前详情确认:
Hi Scott,
Attached is the sample details of its packing picture, sample tag, invoice for custom
clearance, delivery note, video, pls check &confirm it.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
样品派送后通知:
Hi Scott,
Your sample has sent out this afternoon by UPS. The tracking No. is XXXXXXXXXX. You
can go www.ups.com to follow it. Normally it can be arrived to you within 3 days.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
样品派送后送达通知:
Dear Scott,
Just checked the UPS, it have received by Jim dated 12th of Oct of 2015.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
Hi Scott,
1. Pls keep all the sample attachments like sample tag, video, COA etc.
So that you it's easy & convenient for you to check the sample details.
2. Since addition cured silicone is a very sensitive material, pls test it with
condensation silicone separately.
(迂回的主动问客户具体测样时间便于下次样品测样情况的跟进)
Tks &B.R
Smartsousou(外贸人的智慧搜索)
5.4 测样跟进小技巧
1. ) 样品收到后一般的询问跟进
It's more than 2 weeks past since you have got the samples.
Do you have any comments for the feedback? Or do you need any technical support
from us? pls don't hesitate to let me know anytime.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
It's more than 2 weeks past since you have got the samples. Do you have any
comments for the testing?
We really hope you to get your feedback this month so that we can prepare the raw
material for you in advance in avoid any delay for our busy season.
(迂回的跟进测试结果)
Tks &B. R
Smartsousou(外贸人的智慧搜索)
2.) 迂回的跟进样品进展邮件一
Warm Tips:
虽然自己很想要拿到客户的测试进展,但是不能表现的急于求成,可以用这种分
享其他客户反馈和附上客户回访表让客户提好的建议给客户一种只是 follow 不
是 push 的,很舒服乐于接受的感觉。
Dear Scott,
Beautiful day!
I'm so happy to share you a good news about one of our valuable customers who
likes you making artificial stone casting. He is quite happy withour silicone and give
us some positive comments. Pls check it as follows----
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(如果不是同一个国家的可以直接附上客户的原文邮件)
My friend, dear Scott, attached is the table of our customer visit &sample trace, if
you have any good suggestion for our products, pls don't hesitate to let us know.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
2.)迂回的跟进样品进展邮件二:
Warm Tips:
分享新产品信息,和客户保持适当的联系,同时也可以盘推测敲的知道目前客户样
品的情况。
Dear Scott,
Glad to tell you that we just researched a new kind catalyst, below is this
The advantage—
1.
2.
3.
If you have any customers in this requirements, we can send you some samples in
your future orders.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
第六章 谈价篇
6.1 重心转移式谈价
Warm Tips:
此模板可用于有些客户一直拿着其他家价格来压价,在此之前却没有测试和实际
了解你们产品之前,可以先从侧面先转移客户重心,让客户先测试样品,再来谈
价。
Hi Janson,
We firmly believe you can get better price from others.
However, what you request price we really don't know how to go head.
Let me show you something different between our company and xxxx company.
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Dear Janson, we believe that you will be very happy to cooperate with such a
company who can take more responsibility, better quality assurance and more
convenient service, right?
Last, but most important for you. If you can order 8tons in a time, we can give you an
absolutely attractive price and competitive quality. So, could you test our sample at
first? so that you can check which one is really better for you, how’s your idea?
Sincerely
Smartsousou(外贸人的智慧搜索)
6.2 价值主导型谈价模板
Warm Tips:
强调价值,谈价值而不是一味的跟客户谈价格,说你的质量好、服务好,具
体化,量化,细化!
Dear Alice,
Tks for kindly to copy Tom’s email to me. Yes, it's not your mistyping. And this is
really the best BCD Silicone can support you even without any profit.
But we don’t think it's a long time business relations, no one can do business without
any profit forever, for the first or two times that is ok. And stands on this eyes, it's
easy to find we really give you our best support.
And yes, this is the truth at moment, comparing to BCD and EFG, our RTV-123 seems
the highest price at moment. But my friend, Dear Alice, when you buy a product, the
most important for you it's to get its value not just a price, right?
That mean, if you want to get 6000 copy times, you will take--
1)
2)
3)
Dear Alice, you are such wise business man and strong& professional in silicone filed.
We think the most important for you is to buy a reassurance &stable quality,
especially for chemical products, right?
And I trust you will chose the most suitable &valuable silicone for your market, yeah?
6.3 间接让步式谈价模板
Warm Tips:
此谈价法,是本身价格已经无法再降,为了保证长远利益,也为了第一次合作,
则可从运费或付款方式上做让步;但是价格坚定立场。
1.有条件的让步
2.从运费或付款方式上让步
Dear Jim,
Yes, FOB Shenzhen 20$/kg is really our bottom price, as nothing is much more
important than the practical values that our products can bring your market. Yes? If
we could not cooperate just because of the price, we think it is really a big pity for
both of us for the long term business relationship.
As we both of us pay a lot of time and energy to reach the cooperation. So, shall we
make a compromise to start the first cooperation?
If you can enlarge your qty from 800kg to 1000kg, we can bear 100$ for the shipping
cost and support you this payment terms 50% T/T in advance and the balance against
the B/L copy at sight. How’s your idea?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
6.4 直接让步式谈价模板
让步式谈价核心点:
1 有理有据
2 不卑不亢,友好和谐
3.同时也可留给客户一点紧迫感,促进双方合作步伐
Dear Gehard,
Good Afternoon &Thanks very much for your call in the morning!
Package:
Expiring Time:
Delivery Time:
Validity: 15 days
Dear Gehard, pls kindly believe that the price is really our bottom breaking price.
As you know, we have to protect every customer's interest and meanwhile to avoid
the vicious price wars, each company has to fix a local price rule on the products for
every single target market, including ours, Yes?
Pls sincerely understand our tough position.
Furthermore, a decision from our board of directors will soonly come into being. Due
to the continuous increase on our Chinese Currency, we are going to re-adjust on our
dollar-denominated price in the coming December, 2014. Pls kindly be noted. Thank
you!
Dear Gehard, Wishing our friendly business talk this time will lead us to final co-op.
However, if bottom price still can't acceptable at your side, and you can find some
other suppliers who can offer you cheaper price but satisfactory quality, pls just feel
free to let us know. We will also be happy for you, even though it would be a pity for
us both sides. As we can be good friends, and we are already good friends since our
last friendly meet in our factory, right?
Sincerely
Smartsousou(外贸人的智慧搜索)
6.5 折中法谈价模版
折中法谈价:
1.用客户目标价+我司报价/2
2 从视觉和理性的角度给客户一个折中的让步感觉
Dear Gary,
Good afternoon & Thanks veny wk tor your call in the morning!
Regarding to your worries on the costings, we sincerely understand your position on
this tough point. With our communications via phone calls & emails, especially your
visit to our factory, I think you and our company are already very good friends.
Personally speaking, I do not want to make my customers feel dispointed. As to make
a friendly start on our long-term co-op, I have try my best effort to apply my
company to reach a compromise on the price for our last further step on
negotiation—
Since your target price is 20. 28$/kg, while 20.88$ is our best price, right?
(20.18+20.88)$/2=20.53$/kg
So, 20,53$/kg will be the reasonable price to show both side's sincerity for the
cooperation.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
6.6 二选一式谈价模板
Warm Tips:
当谈价几个来回之后客户依然坚持,为打破这种僵局可采用多从组合或二选一的
方式来促进订单进展。
Dear Sherif,
We totally believe that you can find cheaper price from China, as there are really
some new companies showing up. Meanwhile, as for the increasing cost of raw
material and labor, and the decreasing exchange currency rate, the rise of the price is
a tendency. It means the best quality would need the highest-quality labor, the best
equipment and raw material.
And also we definitely believe you would agree that there is no cheap pricing for best
product, since there is no deal if there is no profit, right? Just like Dow-corning
silicone, who is the famous brand with good reputation & high price in the world, but
it's also a perfect quality.
Dear Sherif,
1. As we know your month consumption is 2T/month, right? So, if you can increase
the trail order from 1.5T to 2T;
we can support CIF Manila xxx $/kg to start our first cooperation and support you as
the experiential marketing, so that you can have enough samples &time to test it.
2.If you stick to YY$/kg, we have another kinds product can meet your requirements,
just color and duplication times will be little lower than the first one.
Smartsousou(外贸人的智慧搜索)
6.7 客户鉴证式谈价模板
Warm Tips:
1 所鉴证客户一定是要不在同一个市场同时跨区域很远
2 所鉴证客户最好把客户抬头信息隐藏起来
3.此客户如有签协议是不能用来做客户鉴证的
Honestly, this price is really very reasonable basic on this nice quality silicone. Since
you know high quality products need high quality material, advanced equipment,
hi-tech talents technical, excellent workers etc. This is why we become more and
more popular in the market.
Attached is the Pl &bank receipt from one of our customer who is the 2nd big
distributor in USA and he always order from us 8tons/month as the same silicone you
wanted. It's easy for you to find which FOB Price is 20$/kg. We know Asia is different
from USA market, and you need a better price that customer can accept it.
Jim, my dear friend, our profit is really very low based on your quality, now if you cut
1$/kg, we will no any profit and it will be rejected by our financial dept. coz, it seems
no meaning to accept this order, which not only makes our workers tired but occupy
capital. If we force ourselves to accept this order, we may have to bring down the
quality to average our cost.
So, Dear Jim, 19.58$/kg is already our best price, pls kindly evaluate our price again.
Tks & B.R
Smartsousou(外贸人的智慧搜索)
6.8 借力 or 换身份谈价模板
Warm Tips:
学会借力,以经理身份跟客户谈价,告诉客户你们最后能给的价格,同时给出一点
小技巧让客户尽快确认订单。
Dear Stefan,
Good morning!
Thanks very much for your kind support to our company and our work!
We feel greatly honored to have the chance to offer you service on RTV-2 Silicone
Rubber Material.
Thanks for your good news on the sample test. Nothing is much more important than
the practical values that our products can bring your market, right?
Regarding to the Quotation Record Jesse discussed with you on last week—
To be frank, Jesse already did her best to support you. Since the 3rd plenary session of
the 18th of Chinese CCP just finished, and there are a very important new policy for
us. In order to keep Chinese silicone supply of essential, government will restrict
silicone and its export amount from next year. So all export tax rebating os silicone
will be canceled. Thus, all the price of silicone raw material will go up on Jan of 2014.
In order to survive, we also have no choice to adjust the price from 1st of Jan, 2014,
and I think you can find a large scale suppliers relative silicone filed increasing his
price under this policy, pls kindly noted.(虚实结合给客户紧迫感)
We know your big holiday Xmas is at hand, so, time is urgently for both of us to
confirm this order. Here, as a sales manager, I don’t want to discuss more abt this
price with you. EXW 19. 08usd/kg is the bottom price I can give you directly If you
can order before23 rd December(有条件的让步)
Warm Tips:
对于一些大客户,一直谈价的,可以总经理的身份、以公司名义给业务员的邮件,
制造一种我们内部沟通的假象。让客户相信这个价格真的是最低价,有一种赚到
的感觉、一种贏的感觉。
Translation in English
From:”总经办 nfo@XXXXX.com”
CC: "Sophie<sophie@xxxx.com”
Sent: “2014010-0211:59:34”
Smartsousou(外贸人的智慧搜索)
Good morning!
I was heard that you have won the No. 1 Sales team on last month.
Congratulation!
Abt your application of special price to support Sophie's 3A customer xxxxx LIMITED.
I know as a sales manager, you always want to try the best support for your team’s
work.
However, it's hard for me to accept this special price even I’m the General Manager.
After much cogitation of all the changeable cost, pls offer XXXXXX LIMITED YY$/KG
based on 6 tons. Although it's still a bit far away his target price, but this is best
efforts even for 10 tons. (为避免后面客户再次谈价做铺垫)
And explain to Mr. Steven, what we could do better in future is to provide them
better quality, better service and more excellent technical supports.
I will close this case for another important meeting with Sam in USA. (给客户紧迫感)
Last,, pls send my best regards to Steven and XXXXXXX LIMITED
Mr. Cheng
General Manager
第七章 收款篇
7.1 做 PI 后确认账号
Warm tips:
做 PI 后,付款账号的多次重复,与核实非常重要
澳大利亚和科威特客户被骗案例
Hi. Jan,
Once you make the payment, pls send us the bank receipt so that we can arrange the
goods for you without delay.
And pls kindly noted below is our bank account, and don't trust any changed
information abt the payment.
BENEFICIARY:
BANK ACCOUNT:
SWIFT CODE:
BTW, when will you arrange the transfer? pls advise ! then, we'll call you to confirm
the bank information again so that avoid any cheated by hacker or others(电话再次
确认再次保证无误,同时也可以迂回的确认客户付款时间的)
Smartsousou(外贸人的智慧搜索)
7.2 间接式催款
通过船期安排间接式催款:
Hi Jan,
If so, pls send me the bank receipt so that we can arrange the production
immediately.
Tks &B.R
通过价格提醒间接式催款:
Hi Jan,
All of your raw material have ready, may I know have you make the payment yet?
If no, hope you can transfer the money before this Friday so that we can keep the
best price for you.
If so, pls send me the bank receipt so that we can arrange the production
immediately.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
7.3 迂回式间接式催款
Hi Jan,
Good day!
We just got a payment this morning, which is very similar to your total amount. May I
know is that yours?
If so, pls send me the bank receipt so that we can arrange production without any
delay.
Tks &B .R
Smartsousou(外贸人的智慧搜索)
第八章 运输篇
8.1 告知客户船期
售知害户船安排:
Hi Jan,
ETD--Thursday(19th of Oct);
ETD--Friday(13th of Oct):
Smartsousou(外贸人的智慧搜索)
告知客户已发货:
Warm Tips:
1.告知客户发货的同时最好附上图片以便于让客户感受到进展的真实性;
2.做好提前量;发货后一般要一周的样子货代操作那边才会跟你要补料做 B/L;
这个时候, 提前跟客户确认好收货人和通知人的信息以避免急匆匆跟客户确认
但(客户放假,出差等)造成信息确认不到的等。
Hi Jan,
Your goods have delivered out this morning, attached is the goods pictures, pls check
it.
And pls kindly to confirm some information as follows so that we can prepare to
make the documents for you without delay.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
8.2 告知客户已发货加分小技巧
Here in order to make you checking the goods details more convenient &clearly, I
have make some tables with the useful information in the attachment. pls check it.
Tks &B .R
Smartsousou(外贸人的智慧搜索)
【picture1】
【picture2】
【picture3】
收款备货
1 收到客户付款底单后,记得第一时间核实底单信息确认无误后,马上回应客户,如
有问题要及时跟客户讲。
Hi Jan,
Tks for your bank receipt, once we got the transfer, I will let you know.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
2.收到客户货款后,也要及时跟客户说以免客户担心,同时再次告知客户大概备货
情况,运输安排。
Hi Jan,
And we'll delivery it out on Tuesday so that it can catch the latest shipment of next
week.
Smartsousou(外贸人的智慧搜索)
8.3 和客户确认单据
Warm Tips:
1.单据最好一次性把 B/L.FE,CI,PL,一次性跟客户确认好,而不要今天让客户确认提
单,明天让客户确认 FE;
2.很多时候我们都会答应客户在大货中付一些免费样品:对于像印尼,俄罗斯,南美
等很多海关特别黑的地方一务必要把免费样品作为客户购买的产品平摊费用进
去以免不要的麻烦;
其次,如果有的客户是有拿发票到海关备案,那么他对单据的要求是所有 Invoice
上的抬头,单价都必须跟 Pl 上的完全一致,这时候如果你有寄样品, 就需要跟客户
确认好要怎么做这个 Invoice
Hi Jan,
Your goods is still on custom clearance. If everything it will be released out next
Monday, attached is the documents of B/L Form E, Invoice Packing List, pls check &
confirm it.
PS: Dear Jan, in order to help you make custom clearance more convenient
&smoothly in Jakatar, your FOB unit price will be little changed on the invoice, as we
take the free samples shared the cost equally.
Are there any questions welcome to me anytime.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
8.4 单据派送
Warm Tips:
1 单据派送时,虽然提单上有清楚的开船时间,再次告知客户船期动态已经到港时
间,以便于客户更清楚的了解货物情况。
2.单据派送时,务必再次扫描附上所有正本原件给客户,并告知客户你寄了哪些单
据,以便于客户查收。
3.同时告知客户单据收到时间
Dear Jan,
All of your original documents of Invoice, Packing List, B/L, FORM E have sent out by
UPS today. pls find it in the attachments.
Cheers
Smartsousou(外贸人的智慧搜索)
8.5 单据送达确认
Warm Tips:
1 单据是否被客户收到,一定不要忘记查收快递并告知客户再次确认。
2 如果是第一次做进口的客户,务必提醒他们把所有单据收好并保管好,特别是提
单的重要性,一定不能遗失以免造成不必要的麻烦.
捷克客户遗失提单案例:
Dear Jan,
I just check the UPS, documents have receipted by Nancy on the afternoon, 9th of
Nov.
If so, pls take over it well especially don't lose the original B/L, as it the property
certificate of your goods! Shipment will arrive on abt18th of Nov.
Pls ask your agent to prepare everything well for you to pick up the goods in advance.
Cheers
Smartsousou(外贸人的智慧搜索)
8.6 货到港提醒
Warm Tips:
1 货快到港的前一个星期的样子,务必再次通知客户,特别是对于船期很久的客户,
再次告知客户当地代理信息,以便于客户提前准备,同时也显示你专业的售后服
务.
Dear Jan,
Your goods will arrive on 18th of Nov ( this Thursday): pls ask your agent to prepare
everything to pick up it in advance.
Xxxxxxxxxxxxxxxxx
Xxxxxxxxxxxxxxx
Xxxxxxxxxxxxxxxxxx
Once you get the shipment, pls check if it's in good conditions, especially package
and qty.
Smartsousou(外贸人的智慧搜索)
第九章 售后篇
9.1 询问产品销售情况
Warm Tips:
产品销售以后是需要跟进了解客户进展的:
A.使用商:了解客户使用情况,是否满意?
使用过程中有没有碰到什么问题?
产品哪些性能是否需要改进?
B.贸易商:产品在当地市场的销售情况如何?
消费者有没有什么反馈?
有哪些需要改进的地方?
跟市场上同类产品相比有什么优缺点?
价格是不是有足够的竞争力?
以上这些售后跟进都是需要跟客户讨论的,也会对未来的合作和订单很有帮助。
使用商:
Dear Jan,
I’d like to check with you abt your using statues of our silicone.
Sincerely
Smartsousou(外贸人的智慧搜索)
Dear Jan,
I’m writing to check with you abt the use situation of our silicone?
Does our silicone can help you solve the oily problem well?
(直接切入前面客户特别想解决的问题,并询问其它好建议)
Tks &B. R
Smartsousou(外贸人的智慧搜索)
贸易商
Dear Mike,
How are you and How's the conditions of your business market going?
Hope beautiful!
I’d like to check with you abt the distribution and retail statues.
BTW, we have sent you two kinds different small package to small marketing
promotion, 1kg and 5kg, which one is more popular in the market?
Sincerely
Smartsousou(外贸人的智慧搜索)
Dear Jan,
How are you and How’s the conditions of your business market going?
Hope beautiful!
………………….
Tks &B. R
Smartsousou(外贸人的智慧搜索)
9.2 了解最新市场动态
Warm Tips:
时常关注市场信息,了解动态需求,并把去不同国家当地拜访的一些好的建议和反
馈等都可以分享给客户,同时公司有研发出行产品也及时推荐给客户适合的产品,
而不是一直跟进客户订单情况.
Dear Steven,
Pls allow me to introduce our new R&D products--Txxx for huge size casting of
concrete, stone, GRC/GRG, GFRC.
As we know, there are more and more Europe styles building manufactures in your
local market like ceiling, column, walls, fountain etc. and most of the crafts are
always more than 5meters, the common hardness of 30 to 40shore A will be too soft
for them.
This why we'll develop a new kinds silicone and it have done well in South East Asia
market. I’ m sure it will also a beautiful market in Middle East.
And we are planning to visit UAE and discuss with you abt the details future projects.
Or do you have any good suggestion for the new products to open this market?
Smartsousou(外贸人的智慧搜索)
9.3 返单跟进
直接询问式:
Dear Alice,
As previous records, you always have new demand each 3 month, however, we
haven't got your order since 4month ago. Do you have some new purchasing plans or
programs?
If so, hope you can advise us in advance so that any delay of shipment before the our
big holiday.
Tks &B. R
Smartsousou(外贸人的智慧搜索)
促销优惠吸引型:
Dear Steven,
We’ll take this opportunity to hold a promotion for old customers in next week.
So, Dear Steven, if you have new demand recently, we hope you can confirm an
order within this promotion so that you can enSmartsousou(外贸人的智慧搜索) the
discounts.
Sincerely
Smartsousou(外贸人的智慧搜索)
节假日温馨提示型
Warm Tips:
时于已成交的客户,务必做好客户分析和客户返单频率的记录以便于及时跟进订
单情况,同时对于应该返单却未返单时,找出原因,以避免在不知情的情况下意外
流失客户。
Dear Jim,
Pls kindly noted our big holiday Spring Festival will be start to 28th of Jan to 13th of
Feb.
If you have any new purchase plan recently, pls confirm it ASAP so that we can
prepare everything well for you before we are closed.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
9.4 老客户的二次开发
Warm Tips:
开发一个贸易商胜过十个使用商,贸易商卖的产品一般种类繁多,所以对于已经
合作的贸易商更要多去分析和二次开发,正因为有前面的合作和信任,这样的二
次开发会比你去开发一个新客户容易,同时这也是很好的一种老客户维护方式。
Dear Steven,
We are so happy to cooperate with you on the past two years, and I really appreciate
you such kindly to support Smartsousou(外贸人的智慧搜索)'s work.
As we know you are such strong & professional in silicone filed. May we know if any
inquiries for the fiberglass, molding clay, PU from customers when they buy silicone?
If so, we are glad to introduce some relative silicone materials for you on the
attachments. We are confident that these material will be helpful to provide a series
service for your customers.
Smartsousou(外贸人的智慧搜索)
第十章 客诉篇
10.1 第一时间回复
Warm Tips:
1 外贸中,收到客诉是常常的,有品质,服务 ,交期延误,发错货,寄错单据等,
对于我们要做的是:第一时间处理并做出回应,安抚客户情绪,这样也会让客户
在后面的沟通中比较配合你一起来处理这个问题。
2. Sorry! 不能随便用,在欧美文化中,对就是对,错就是错,一就是一,二就是
二,非常直接。如果这个问题是你的责任,大方道歉,并提出补救方案即可。如
果不是你的原因造成的,就应该据理力争,把情况说明白,尽管你还是会帮客户
想办法补救,但是 sorry 是不能讲的。
I have feedback this problem to our department, and who is checking the kept
sample and find what the problem is.
Dear Leo, pls don’t have such press and worries to yourself. We will take full
responsible for it if confirmed it’s our quality problem.
I will response to you within 24hrs and give you a solution within 48hrs.
Sincerely
Smartsousou(外贸人的智慧搜索)
10.2 道歉并寻求客户的配合
Warm Tips:
安抚客户的同时,给客户以信息,同时迂回的让客户愿意配合你
And I’m surely we can give you a satisfied solution and make your lost into minin.
We are just making the testing of sample, pls be patient and give us more time.
Besides, in order to find the reason ASAP, could you also help us to confirm some
useful information with your customers as follows—
1.
2.
3.
4.
Tks &B.R
Smartsousou(外贸人的智慧搜索)
10.3 再次跟踪实际解决效果
Does our xxx agent workable for you? How's this problem going?
Tks &B.R
Smartsousou(外贸人的智慧搜索)
Hi. Dear Leo,
We hope it will not let this unhappiness to lose the confidence for our business.
And in order to avoid the similar problem happen again, we have a process step
changed for the warehouse packing. pls check it as follows—
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxx
My friend, Dear Leo, if you have any other good suggestions abt the improvement,
we highly appreciate it.
Smartsousou(外贸人的智慧搜索)
第十一章 节假日祝福篇
1.1 周末祝福/分享
Warm Tips:
1 周末祝福可以图文并茂,配上一些精美的图片!
2 形式可多样化,可以是简单的祝福,笑话,诗歌,也可以是自己的生活写照的分享
3 周末祝福不要发送太频繁,一个月偶尔的 2 次可以给客户一种生活化,预约放松
的感觉,同时也是一种很好的维护客户关系的方式
Dear Bill,
Here I’m so happy shared with you a joking and Beer, hope them can bring you
beautiful relax *^_^*
A man was hit by a cab in the street. He was brought to the hospital. His wife who
was standing up by his bed, said to the doctor:
Hearing this, the man moved his head and said: "I'm not dead. I'm still alive.”
“Be quiet," said the wife. "The doctor knows better than you!
Dear Richard,
This weekend I have gone hiking & picnic with some new friend, it's a wonderful time,
let me share the beautiful with you-----
Look, this is the beautiful mountain we climbing, it's not high, just taking 1hour can
get the top.
[Picture]
Warmly sunny, green trees &glasses, clean stream, we looks like very
enSmartsousou(外贸人的智慧搜索) and rlax on the nature.
Ok, now it's our picnic time. Can you guess what's this?
Hahaha….it's a very traditional Chinese dish, cooking stewed preserved meat rice ,
have you eat it before?
[Picture]
Don't surprise, yes, it is dumplings, you may wondering how can we make dumplings
outside, right?
[Picture]
Strength lies in numbers, someone prepare the pie, someone making dumpling
wrapper, then making it together, a dumping.
Look, it's the root, right? Yes, this is the main ingredient of this delicious soup, no any
oil added, just put the Chicken inside and mixed it together after 1.5-2hrs, you can
tested the perfect soup! The second lie pictures were cooking the noodles, don't
think it will be rich dishes no matter rice, dumplings, noodles, soup etc……
[Picture]
Now, it's our preparing works& dinner time, can you guess what will be happened?
How do you think our hiking &picnic, does it similar to yours? Do you like it?
[Picture]
Cheers
Smartsousou(外贸人的智慧搜索)
11.2 圣诞祝福
圣诞节也是西方世界以及其他很多地区的公共假日,也是一年内最隆重的节日,好
比中国的春节,一股客户都在 12.24 号前就开始放假,假期一般在 10 天到半个月不
等,为了避免耽误工作,紧急又重要的问题务必要在节前跟客户确认好,同时询问
一下放假的时间,并给予这个盛大节日的祝福是非常有必要的!
对于这么重要的节日,对于一些非常有价值的 3A 客户最好提前一个星期给客户准
备一些有中国特色的礼物是一个很好拉近客户距离的机会,同时也是不错维护客
户的机会!
Hello, Dear Andrian,
Time is flying, just 12days later, 2017 will say hello to us.
[Picture]
When will you plan to go traveling in China? I will be so excited to wait for your visit
and to be your guide to introduce the wonderful Chinese place for
you.*^^*__________*^^*.
Cheers
Smartsousou(外贸人的智慧搜索)
11.3 新年问候
很多不过圣诞节的中东客户可以给客户发新年问候,简单而真诚的道以新年的问
候也是一种维系客户的手段,对于过圣诞的西方客户则可以圣诞新年祝福一起!
但是一定要注意的是:
中东人不过圣诞,不要把此类新年圣诞问候一起的祝福甚至贺卡和礼物发给
他们,则会变成一种不专业和画蛇添足!
And pls kindly noted we'll closed from 1st --3rd of 2017 as the public holiday for New
Year.
Happy New year! And wish you have a success &lovely 2017!
Cheers
Smartsousou(外贸人的智慧搜索)
11.4 感恩节祝福
Warm Tips:
对于做美国市场的,在感恩节前可以多做一些促销活动让客户下单,因为感恩节
到圣诞节的这一个多月,美国零售业的销售额往往占到全年的三分之一,是折扣
促销的旺季!
I definitely believe that we can't get such achievement without your supports..
Pls trust us, everything will be better and better, we'll take our action to satisfied
with you . ☺
Today is Thanksgiving day, all the warm wishes& beautiful regards for you and your
family. And sincerely hope you can enSmartsousou(外贸人的智慧搜索) a wonderful
time on this holiday.
Here we make a funny card for you, hope it can bring you a colorful simile!
Sincerely &B.R
Smartsousou(外贸人的智慧搜索)
11.5 万圣节日问候
Hello, Dear Mark,
Have you prepared the sales for Halloween Pumpkin? Hope everything was ready
fine!
I have bought some interesting &lovely gifts for your kids, pls have my best regards to
him and hope they will like it—
BTW, we have some new products on the attachments, if any interested, pls let me
know, I will send it with this gifts together for you.
Sincerely &B. R
Smartsousou(外贸人的智慧搜索)
11.6 中国传统佳节的分享
第一封:
On the evening of the seventh day of the month in the Chinese lunar calendar, don't
forget to look carefully at the summer sky. In the Western calendar, that falls on
August 20th this year. You'll find the Cowherd (a bright star in the constellation
Aquila, west of the Milky Way) and the Weaving Maid (the star Vega, east of the
Milky Way) appear closer together than at any other time of the year.
Chinese believe the stars are lovers who are permitted to meet by the Queen of
Heaven once a year. That day is also called the "double seventh (Qixi in Chinese), and
it is the only Chinese festival devoted to love in the lunar calendar. In modem times,
it has been called Chinas own Valentine’s day!
The legend holds that an orphaned cowherd was mistreated by his elder brother and
sister-in-law, who eventually gave him an old ox and chased him out. The cowherd
worked hard, and after only a couple of years he owned a small farm and house. But
he was lonely, with only the company of his faithful old ox.
One day the ox suddenly opened its mouth and talked, telling the cowherd that the
heavenly Weaving Maid and her sisters wore going to bathe in river. The Weaving
Maid was said to be the youngest of the seven daughters of the Queen of Heaven.
With her sisters, she worked hard to weave beautiful clouds in the sky.
The ax told the cowherd that he should go there to rob the Weaving Maid of her
clothes while she was in the water. In exchange for the return of her clothes, she
would become his wife. Surprised, the cowherd willingly followed the ox's
instructions and hid himself in the reeds at the riverbank, waiting for the girls to
bathe.
第二封:
The girls came, and as they were splashing about. The cowherd rushed out of the
reeds and grabbed the Weaving maid's clothing In panic, the sisters dashed to their
clothes, hurriedly put them on, and ran away.
The Weaving Maid, deprived of her clothes, stood on the riverbank and tried to cover
herself with her hair. The cowherd told her that he would not return her clothes
unless she promised to be his wife. After a little hesitation, she agreed to his request
and they married.
The cowherd and the Weaving Maid lived happily together and had two children
before the Queen of Heaven discovered the Weaving maid's absence. She was so
annoyed that she had the Weaving Maid brought back to heaven.
Seeing his beloved wife flying back to the sky, the cowherd was terrified and sad. He
caught sight of the cowhide hanging on a wall.
The magical ox had told him before dying of old age, “Keep the cowhide for
emergency use.”
Putting the cowhide on, the cowherd, with his two children, went after his wife. With
the help of the cowhide, the cowherd was able to follow the Weaving Maid into
heaven. He was about to reach his wife when the Queen showed up and pulled off
her hairpin to draw a line between the two. The line became the Silver River in
heaven, or the Milky Way.
The Weaving Maid went back to the heavenly workshop, going on weaving the
clouds. But she was so sad and missed her husband across the Silver River so much
that the clouds she weaved seemed sad. Finally, the Queen showed mercy and
allowed the couple to meet once every year on the Sliver River on the double
seventh.
Magpies were moved by their true love and many of them gathered to form a bridge
over the Silver River for the couple to meet on the evening of Qixi.
It's said that it's hard to find a magpie at that time in China, because all magpies fly
to make the bridge for the Weaving Maid and the cowherd. And if it rains heavily on
Qixi night, some elderly Chinese will say it is because the Weaving Maid is crying
from happiness over meeting her husband on the Milky Way.
How do you think about this story? Does it a big different between yours, pls?
Smartsousou(外贸人的智慧搜索)