如何有效跟進客戶知識培訓講座

基本流程

詢盤分析詢盤：1.內容提煉2.客戶分析（背景，需求，分類）↓樣品單樣品費是試金石，樣品單=訂單

↓訂單詢盤分類1.有訂單在手的

競標→及時，價格直接使用者&第一手買家→對價格相對不敏感，對質量，服務比較關注2.有詢盤在手的→價格，支持，協(xié)助中間貿易商，比價格→專業(yè)，對價格較敏感，直接報價

要求明確，有圖片，具體數量，材料要求，交貨時間，目標價格等發(fā)多家–直接報價（該出手時就出手）發(fā)only–盡量提問題問客人（用途:促銷還是零售，目標群是那些人，有沒有預算,目標價格）3.無訂單無詢盤，僅作市場信息收集

客人看中我們產品客人要求推薦款式，目標價4.供應商儲備要catalog，pricelist---收集資料，互動一下，長期跟進針對3,4類客戶，瀏覽網站，問幾個關鍵性問題，例如產品規(guī)格，價格參數，可接受價位，打算訂購的數量，客戶群，跟中國哪些地區(qū)的企業(yè)有生意往來以及生意年限…可以進一步判斷、篩選是否有價值客戶，以便進一步長期跟進。***帶圖片詢盤---一定要想方設法讓客人寄原樣過來，成功率較高！***有效詢盤也可能是一句簡單的話。Canyougivememoreinformationaboutyourproduct?詢盤回復1.及時2.專業(yè)3.提煉詢盤信息點4.針對性信息點回復5.設置問題，以求互動對客戶的任何信息要及時響應并回復；對客戶的回復不能是簡單的一問一答，要盡可能全面、周到。表示合作的誠意---語氣，專業(yè)化建議等新詢盤問客人更多信息

Gladtoreceiveyourinquiry.WishyouXXXToprovideyouagoodquotation,weneedtoconfirmthefollowingdetails,1.2.3......

Detailedinformationwillbesenttoyouthemomentwegetyourconfirmation.或者Bestpricewillbesenttoyouthemomentwegetyour

moredetailedinformation.

Thanksforyourtime.要圖片等更多細節(jié)Doyouhavepictureorinterestedmodelforthat?Itwillhelpusoffermoreexactlypriceforyouaccordingly.1.及時回復所謂及時就是一收到就回復。無論你知道不知道報價，都要回復。通常2種及時回復。一是告訴客人收到，我們正在仔細研究你的詢盤，將在30分鐘內給予回復；二是介紹公司給客戶，弄個模板，同時30分鐘后直接報價給客戶；1）Wellreceivedyrinquirywiththks,BestQuotationwithdetailswillbesentyouwithin30minutes.“2）模板（不推薦，視具體情況而定，能夠針對客人詢價提出具體問題以及專業(yè)化建議更好）DearXXXI'mverygladtorcvdyourinquiryandknowyourcompany;-)As

Xyearsprofessionalbagfactory(ISO9001Certification)withXyears‘goldsupplieronA,theXXX(針對客人的產品）isalwaysourstrongandbasicproduct.We’veproducedseriesofXXX產品forsomefamousbrands‘,suchasXXX客戶Hopewecanbecomeyourreliablesupplier.We'dliketomakealongtermpartnershipwitheveryclient!HereinattachedsomeXXXcataloguesforyourreference.YoucanalsovisitourwebsiteXXXformoredesigns.Shouldanyofthisitemsbeinterestedofyou,plsfeelfreecontactmeformoredetails.Bestregards,XXX怎樣讓你的回復脫穎而出一、大概格式1.標題：提煉，與詢盤內容有關，有吸引力，能夠與別家區(qū)分開來(專業(yè)的編號)2.正文①一句話簡短帶過，表明我們的優(yōu)勢。②列舉曾合作過的客戶，品牌等，最好跟詢盤客戶在同一市場。③附產品目錄（涵蓋詢盤中的產品）3.結尾設置問題4.完善的簽名很重要二、針對不同類別產品特點給予不同回復平時建立模板，找好圖片，分類存在不同文件夾1.化妝包介紹做過的大訂單，大客戶，發(fā)工廠視頻2.書包/兒童背包發(fā)西班牙做過的一套oldschool系列3.felt發(fā)展會圖片，介紹這種材料可回收，環(huán)保等優(yōu)勢，在歐洲賣得很好，尤其在德國，說不定在你們市場上就能找到我們的產品…

DearIvan,

I'mverygladtorcvdyourinquiryandknowyourcompany;-)

As

14yearsprofessionalbagfactory(ISO9001:2008Certification)with9years'goldsupplieronA,thecosmeticbagisalwaysourstrongandbasicproduct.We’veproducedseriesofpromotionalcosmeticbagsforsomefamousbrands',suchas

L'Oreal,Dove,VICHY,CLINIANS,AVON,Gillette,NIVEAetc.Hopewecanbecomeyourreliablesupplier.We'dliketomakealongtermpartnershipwitheveryclient!Hereinattachedsomecosmeticbagcataloguesforyourreference.Youcanalsovisitourwebsite

orformoredesigns.Shouldanyofthisitemsbeinterestedofyou,plsfeelfreecontactmeformoredetails.Bestregards,DearAlexeii,

Thefeltseriesisourstrongandadvantageproduct.We'retheforerunnerinChinawhodevelopandshowthisfeltseriessinceearly2010.NowwehavestablemarketsandcustomersinEurope,especiallyinGermany,maybeyoucanfindourproductsonmarket.

Thisfeltmaterialisnaturalandeco-friendly,whichcanmeetthestandardandregulationsinEurope.Wehadexperienceforthis.

AttachedourlatestOctoberHongHongMegaShowpicturesforyourreference.

Bestregards,AttachedthefeltREACHSVHCtestreportforyourreference.

AllmaterialsareAZOfree,lowcadmiumandphthalatefree.We’llfollowtheEuropeanREACHstandard.三、轟炸式回復法

讓客人最短時間內記住你，但是要盡量提供給客人有用信息，而不是重復累贅，避免客人反感。兩封以上，2-3封第一封大概介紹，第二封針對性，具體問題具體回答比如大數量訂單，客人關注交期，可以告訴他我們處理大訂單的經驗。

比如他要放自己的logo在包上，例如felt包，可以把我們做過的不同的logo圖片發(fā)給他，例如silkprinting,embroidery,laser,emboss,metal,hangtag,fabriclabel,rubberlabel…四、善于利用手頭資源

1.SGS,Alibabaproductlineverification,ftyvedio,工廠圖片已做過的樣品圖片，大貨圖片，展會圖片，客戶列表…

必要時發(fā)給客戶，這些都是使你區(qū)別于其他供應商的優(yōu)勢

2.利用各個國家已合作/未合作的客戶幫忙打廣告，使客戶對你產生信心

OralB→Gellitte3.善于向你的客戶學習例如好的english表達方式對產品及細節(jié)的專業(yè)表達，專業(yè)描述2.專業(yè)1.專業(yè)知識，對自己產品熟悉程度針對客戶問題做出準確回答，體現(xiàn)公司專業(yè)的形象和實力。2.客戶的專業(yè)度非專業(yè)買家更容易成功，信息給得越詳細的客戶越難搞定。關于專業(yè)：在非專業(yè)買家面前要表現(xiàn)得很專業(yè)，能夠給客人提供各種建議和解決方案；在專業(yè)買家面前，要學會聆聽，做到有問必答，有答必對。caseDearXX:

Pleaseseeattachedforasteelcabinetwewishtohavefabricated.

Pleasequote1000ofeachpartfordeliverytotheUSbysea.Wehaveanongoingneedforthisitem.

Ifyouhavethecapabilitytocoattheparts,pleasedosoorindicateotherwise.

Wewillawaityourfavorablereply.

Sincerely,caseDearTim:

weareinterestedinyourinquiryofthese2parts,ourquoteasbelow:

1.PartNumber:12085

Material:18GACRSFinish:SmoothPowdercoated.(itisveryhighrequirement,needcleansprayinemptyspace)Weight:300gPrice:FOBNINGBOUS$XX/pcMouldcost:US$1210

2.PartNumber:12088

Material:18GACRSFinish:SmoothPowdercoated.(itisveryhighrequirement,needcleansprayinemptyspace)Weight:240gPrice:FOBNINGBOUS$XX/pcMouldcost:US$1210

ThePricecanbelowerifthequantityisrisingupinfuture.

thepowdercoatedneedveryhighrequirement,sothatourpriceisalittlehigher.

waitingforyourreply!caseDearXX:

Thanksforyourpromptreply.

Foryourquestions:

1.Thepaint,IguessthispartsisassmbliedtotheAutoMobileElectronicequipment,

Powdercoatingisveryimportant,needhighrequirement,wehaveexperiencetomakesimilarstampingparts,theouterpaintshouldwithoutanydust,needsprayinVacuum.butIcannotprovidedpicturesforyouaswesignNDAwithourclients,whoisalsolocatedinUSA.

2.thepriceandqty.

the2500pcsneedsameprice.Irefertothebiggerqtymeansovertenthousandofthat.

3.LeadTime:

weneed30daystofinishthemould,andneed25daystofinish1000pcsofbothproduction.

Thanks!

caseDearXX:

Thankyouforyourcommentsaboutthepowdercoating,itisnotarequirementforthispart.

Areyouofferingtopainttheparts?

Thatwouldbeacceptable.

Ouronlyconcernwouldbetoachievethecorrectcolor.

Perhapsweshouldstartwiththetoolinganddeterminethefinishlater?

WouldyoupleasereplywithpaymentinstructionssothatwemayT/Ttoolingcosttoyoutomorrow?

Attachedisapurchaseorder.Alsoattachedarenewdrawingsinseveralformats.

Pleasenotethatwehavechangedthediameteroftwoholesonpart12085veryslightly.

Theseareoneachsideofthepart.

Weareimpressedbyyouwebsiteandbyyourqualifications.

AlthoughtherearemanycompetitorswithequalorbetterpricingwehavechosenXX公司becauseweareimpressedwithyourspiritorqualirfication.

Youaretheonlyonewhohasofferedamorepracticalcoatingmethodaswell.

Iwillawaityourreply.

Sincerely,3.詢盤提煉1.標題提煉2.關鍵詞的提煉3.詢盤內容提煉（客戶公司信息，通過買家對自己的介紹，側面了解買家的信息，比如上網搜索對方公司名稱，登陸對方網站，了解買家的規(guī)模、性質、經營范圍等或直接問客戶，一般正規(guī)的買家都樂意告訴他們公司的信息。）產品，質量，價格，交貨時間，付款方式，OEM及ODM能力，生產性企業(yè)，生產小、大數量的能力）4.針對性回復a1.收到客戶的詢盤，要把客戶關注的關鍵點提煉出來然后圍繞著關鍵點去回復即可；2.買家在詢盤里詢問的內容，務必一個不落的回答，避免不必要的錯誤和遺漏。3.買家沒有詢問到的基本信息也要體現(xiàn)出來，如：產品圖片、名稱、貨號、參數規(guī)格、認證信息、單價、數量、付款方式、包裝、發(fā)貨期限、運輸時間等等4.任何條目性的問題點或確認點，你要回復或確認，順序上也最好與客戶的問題點或確認點相對應

4.針對性回復b辦法或程序一：把與客戶的郵件溝通想象成是電話溝通！辦法或程序二：一是審題（把客戶郵件內容和/或附件研究透）；二是提綱（列出自己要回復的要點）；三是檢查（把自己寫好的郵件和/或附件與客戶原始郵件對應檢查一遍然后再發(fā)送）。Verzonden:woensdag31oktober201210:50

Aan:JessieVandersmissen

Onderwerp:Re:Re:Inquiry200KpcstoiletrybagkidsHiJessie,

1)Doyouhavepicturesor

drawing

foryour200Kpcstoiletrybaginquiry?Plssendtome,thenwecanofferexactlycorrectpriceforyouaccordingly.

Idon’thavetheartworkyet,pleasebaseonfullcolordesign!Pleasecheckattachedforreference.Customerstillneedtomakedesign.Theattachedisjustforreference.Canbesimplified.

2)Deliverytime:goodsreadybeforeCNY

It'snoproblemforus.Plsrestassuredthatwe'veabundantexperiencefordealingwithlargequantityorders.

YoucanreferbelowlinkforGillettecosmeticbag,whichhasrepeatordersfromPolandclientduringthepast3years,withontinuousqtyfrom900,000to1,200,000pcs./clients.asp

Plsreferattachedcertificateofauthorization.

3)AllmaterialsareAZOfree,lowcadmiumandphthalatefree.We’llfollowtheEuropeanREACHstandard.

OurmainmarketisalwaysinEuropeduringthepast14years,allofourmaterialsandbags

canmeetthestandardandregulationsinEurope.Wehadexperienceforthis.Plsrestassured.

Waitingforyourpromptreply!

Bestregards,Jessica5.設置問題所謂回復報價不僅僅只是將老板給的價格報出去，否則就淪為報價工具了。前期最重要的是跟客人先“互動”起來！買家不會輕易出牌，郵件需累積到一定長度后才開始深入。業(yè)務---跟客人“周旋”的能力

回復每封郵件的時候，結尾要想盡一切辦法設置問題讓客人回復，互動起來。（前提是把客人之前詢問的感興趣的問題已經全部有針對性回答）注意：問題不要設置過多。互動的目的是結果。一切問題的設置都是圍繞結果而提出的。要善于引導客人。

每次跟進都要問到明確的答案表達的語氣，方式很重要，簡潔明了中表達出自己的想法。觀察總結客人的需求點是什么挖掘客人真正關心的，需要的是什么,贏得客戶信任第一封報價郵件的結尾處就開始引導客人是否需要樣品doyouneedsampleforcheckingquality?設置問題案例caseCasecasecasecasecasecasecasecasecase報價后跟進（關鍵環(huán)節(jié)）**電話最有效打電話的技巧，問問題的內容（但是電話前先發(fā)郵件過去，說你是XX公司的，關于這個XX郵件你是否收到，電話過來想知道你的想法。打完電話后馬上再回一封郵件，感謝剛才他的接聽，希望盡快得到答復。。。等等）

****判斷客人是否做決策者郵件跟進(不僅僅是圍繞這個order反復詢問客人，也可以是發(fā)新產品，展會邀請函，節(jié)日問候，公司最新動態(tài)分享，行業(yè)分享，個人旅行share,我同事把自己照片發(fā)給客人)做生意就是做朋友發(fā)照片讓客人感覺到真實性其實設置郵件簽名的時候就可以放自己大頭照在最后介紹公司背景也可以放公司集體活動照片Schedule(timing)重點客戶跟進方法主動才是積極客戶需求明確時，最好在客戶當地時間24小時內回復客人郵件。最好郵件后再打電話給客戶，加深印象，要他的郵件反饋。Schedule

進展到哪個階段一目了然三贏策略---站在公司、客戶、自身的三方角度上力求平衡。讓客人感受到我們的坦誠客戶跟進具體郵件流程轉發(fā)報價（把上次報價郵件轉為JPG圖片直接插入郵件正文）---問是否收到，I’mstillingwaitingforyourfeedback/comments.簡單跟進DidyourcvdanyfeedbackandcommentsfromyourcustomerforthisFeltShoulderBag?Isthereanythingicanhelpyou?Plsdonothesitatetocontactmeifyouneedanysupport.問是否需要樣品Didyousendallinformationtoyourcustomer?Anycommentsandfeedbackfromthem?

Willtheyneedsamplesinrecently?Icanaskfactoryarrangethissamplepreferentiallysothatyoucanshowittocustomerattheshortesttime.體現(xiàn)對客戶的重視進一步跟進（價格，當前進展等）Doyouthinkourpriceisfeasiblewhencomparewithothercompetitors?Canyouadvisewhenwillyoustartthestageofchoosingsupplier

andapprovalsamples?Thenwe’llarrangeourworkingaccordinglyinconjunctionwithyou!

Bestregards,DearAdam,

Doesyour

customerhasaroughbudgetalready?Wecanadjustourproductdetailstomeetyourdifferentpricerange.Canyouadvisethemainproblemsyou'refacingnow?

Maybewecancheckand

findsomemethodstoresolveit

together.

Bestregards,詢問客人給予答復時間

DearKarolina,

Thankyou

somuchforyour

highpraised!;-)Ihopereceiveyourupdate

feedbackfromclientsoon.Ifthere'sanyquestionandother

helpwecanprovideforyou,plscontactmefreely!

BTW,canyoutellmeusuallyhowlongit'lltakewhenclientgiveusthenews?（Thenwe'llknowhowtoarrangeournextstepworksaccordingly.）可增減

Bestregards,Jessica

---------------OriginalMessage----------Sent:2012-10-2915:17Subject:Re:10.000pcsELMEXBAGSDearJessica,

thankyouverymuchforcompletionofourquationnaireandalsoallinformationaboutyourcompany.

Wereallylikesyourexperiencesandwewouldliketocooperatewithyou.

Soatthatmomentyourquotationisinclient'shandsandIwillletyouknowifwehaveanynewsasap.

Thankyouverymuch.

Haveaniceday:).

BestRegards

Karolina客人一直不回復”威脅“

Dear

Howiseverythinggoing?Youmustbesobusythatyouhavenotimetoreplyme!Takecareofyourself!

I‘mwonderingifyoustillinneedofXXX

product?IsitconvenienttoknowyourclientscommentofXXX產品

Tomorrowifitisconvenienttocallyou?Ifthereisstillnoreply,I'llgiveyouacall!

Haveaniceday!HelloDustin,

Goodmorning.Howareyou?

Iknowyou'recertainlyverybusyfor

everydaywork.

Butwouldyouplsspendonly2minutestoreplyme?

Thefeltphoneholdersisourstrongadvantageitem.Soi'msincerelyhopewecancooperate.We'venicetalkingontrademanagersince2012-10-12,tillisentyouattacheddrawingon2012-10-17

foryourcheckingtheinstockblue&yellowcolors.Yousaidtheclientneedthegoodsurgently.Butican'tgetanyfurthernewsfromyoutilltoday.Ifeelalittledisappoint;-(

Doyouhaveanyupdatenewsfortheorder?We‘dliketoknowthecurrenttruesituation,thenwe’llknowwhattodonext.（howtogoahead）

Ifyouneedanysupportfromus,plsdonothesitatetocontactme!

Bestregards,Jessica客人實在不回復Iknowyou'recertainlyverybusyfor

everydaywork.

Butwouldyouplsspendonly2minutestoreplyme?

Evenifyou'llnotchooseus,plsalsotellmethetruesituation.Theni'll

notdisturbyouanymoreforthisproject.

Thanksforyourtime!;-)或者Anyway,Romana,myfriend,whatIwanttosayisthat:Ifthereissomethingwrongwithmyservicetoyouinthismobilephonebagproject?

Oranyotherreasonsthatblockbothofustocatchthisorder?寄樣后催單Todaywe'vesentout2pcssampleXXXX

Whendoyouthinkthecustomercanconfirmthisorderaftersampleapproval?Asyouknow,nowisbusyseasontillChineseNewYear,theearlier

ifyoucanconfirmthisorderwithin

November,thebetterforusarrangetheproductionscheduleforyouinadvance.NextmonthinDecemberwe'llconcentrateonfinishingtheorderswhichmustbeshippedbeforeCNY,it'llveryhardtoinsertyourordertemporarilybythen.

Plskindlyexplainandpushyourcustomeraftersamplearrive!

Waitingforyourpromptreply.

Bestregards,寄樣轉訂單及時跟進樣品反饋制定時間表每次跟進都要問到明確的答案，不能蜻蜓點水；引導客人，而不是被動等待3.為每一次跟蹤找到漂亮的借口旁敲側擊：原材料價格波動，匯率走勢，報價有效期，下單激勵措施，情感攻勢等…持續(xù)跟進80%的銷售是在第4至第11次跟蹤后完成的5.客戶第一站在客戶角度，調整自己姿態(tài)，了解客戶最近關注的問題及工作進展讓客戶加深對你的印象電話…等很久沒聯(lián)系的客戶DearMichaela,

Hopeyouhadaniceholidayandweekend;-)

There'slongtimenonewinquiryandemailfromyourcompany.Howaboutyourbusinessrecently?DoyouhaveanyprojectsforChristmasnow?Ifyouneedanysupportfromus,welcomecontactmefreely!客人拒絕也要追根究底HiJessica,Iamwell,howareyou?Pleasenotewewerenotsuccessfulinwinningthisorderwiththecustomer.KindRegards,Roula-------------------------------------------------------------------------------------------------DearRoula,

It's

sopitytohearthat!Anyway,weappreciateyournews.

Wouldyouplsspendonly

someminutes

todomeafavormore?Plsadvisethereasonwhywefailedwithcustomer?They'renotsatisfiedwithourprice/quality,ortheychooseotheritemprojectfinally?

Don'tmindofmyverbose,haha;-)Wejusthopetoattainrelevantfeedbackfromyou.Anycommentsbyreturnwillbemuchappreciated.Itwillhelpustoimproveourworkandserveyoubest

innearfuture.

Thankyouinadvance!

Bestregards,JessicaHiJessica,Therewasnothingwrongwithyoursampleorprice.Yourworkisverygood.Thissubmissionwaspartofatenderprocess.Thismeansmanyothersuppliersgavedifferentitemsandquotestothecustomer.Itseemsthecustomerchoseanothersupplierwithadifferentitem.KindRegards,Roula----------------------------------------DearRoula,

Thankyouforyourinformation.Noproblem,customersalwayshavetheirownchoice,

that'sverycommon.Ihopenexttimethey'll

choosebagsfromus

;-)

Ifyouhaveanynewprojectinquiriesrecently,plsfeelfreecontactme!;-)

Bestregards,Jessica應對客人討價還價心態(tài)切忌can’t,impossible之類不給自己留余地的話如何應對1）對方價錢對我們仍然有利2）對方價錢我們無法接受（堅持自己的合理價格）You're

seriousbusinessmanwhopaymuchattentiontoqualitybutnotonlyprice,right?Ifyouonlycaretheprice,ifirmlybelieveyoucanevenget

muchcheaperpricesthan"thebestprice

yougotsofar"inChina!!Butdoyoufeelrelieved

withit'squality?They'renotnormalpricebasedonreasonablematerialscost

+workmanship.I'msureyou'llnotorderwiththeminnexttime.Ourmanycustomersprovedthat!客人心理任何人，做任何事，接受任何價格，都是有理由的符合邏輯的。擺事實，講道理。有客觀事實做基礎。被動：跟著客戶的要求走在拒絕客戶的時候給出具體理由，并給出不同價格區(qū)間推薦方案。讓客戶了解我們的產品成本+價格構成，及市場上同類產品的比較以取得對價格的認可。reasonable而不是cheap主動：展示自身優(yōu)勢讓客人關注價值而不是價格產品可以給客人帶來的價值價格遇到節(jié)點的時候可以借力，不妨想下自己還有什么優(yōu)勢可以做為條件來增加自己的主動權的,如交貨期，認證（突出別人沒有的），出口經驗，合作伙伴，甚至付款方式等,讓買家的思考緯度不再局限于價格。在跟客戶說漲價理由的時候到行業(yè)網站上找一些材料價格變動的數據圖當做論據。

收集行業(yè)信息以及產品外沿知識，比同行更專業(yè)Sent:2012-11-1421:51Subject:Re:Fw:Re:InquiryFeltShoulderBag

DearRene,

XXXXXXXXXXX

Usuallyweuse3mmthicknessfelt.Theweightofthefabricpersqmcanbeadjustasperyourrequest.

Themachine

canpressthematerialtoletthefeltlooseortight.

There'snocardboardorplasticbetweenthe2layers.Ifyouneedmakethelidmorerigid,wecandoaccordingtoyourrequest.

1)Ourclientandmarketshare

YourinquiredFeltShoulderBagisourbestsellingmodelinGermany.We'vemanyrepeatordersforthisbag.Ifyouneed,i'llgiveyousomecontactinfomationofmyvaluedbigGermanyclients(ofcourseaftertheirpermission),

sothat

youcanprovingourqualityfeedbackfromthem.You'reinthesamemarket.Theychooseus,whyyounot?;-)

I'mfirmlybelievethatyoucanfindourfeltbagsinGermanymarket,weproudofowning40%feltmarketshareinGermany.

(Thestatisticaldatacomesfromourdealedordersin2011wholeyear.

)

2)Ourfeltstory

Thefeltseriesisourstrongandadvantageproduct.We'retheforerunnerinChinawhodevelopandshowthisfeltseriessinceearly2010.NowwehavestablemarketsandcustomersinEurope,especiatelyinGermany,maybeyoucanfindourproductsonmarket.

3)Ourfeltmaterial

Allourcurrentfeltmaterialsaremadeof100%polyester,it'seco-friendlyandrecyclable,whichcanmeetthestandardandregulationsinEurope.Wehadexperienceforthis.WecanguaranteeAllmaterialsareAZOfree,lowcadmiumandphthalatefree.We’llfollowtheEuropeanREACHstandard.

Nextemaili'llattachedthefeltREACHSVHCtestreportforyourreference.

4)Ourprice

Ourfeltpriceiscompetitiveenoughonmarket.

Ifyouonlycaretheprice,ifirmlybelieveyoucanevenget

muchcheaperpricesthan"thebestprice

yougotsofar"inChina!!Butdoyoufeelrelieved

withit'squality?They'renotnormalpricebasedonreasonablematerialscost

+workmanship.I'msureyou'llnotorderwiththeminnexttime.Mostofourclientsapprovedthat!

Bothmybossandme,we'rereallycherishthecooperationwith

eachclient.Sowealwaysofferourcheapestpricetoyou,inthehopeoflong-termbusiness.Wedon'twantmakeonlyone-timebusiness,it'sinconformitywithourdevelopmentstrategy.

5)Ourtradeshow

Nextemaili'llattachedourlatestOctoberHongHongMegaShowpicturesforyourreference.

6)Our360°guarantee

Weguaranteeourproduct

withstablequality.Attachedour360°guaranteeforyourreference.We'llresponsibleandrefundyourmoneyifyourejectthegoodsquality.

DearRene,ilistedaboveinfonotforboastourself,justhopeyoucanknowmoreaboutus.i'msincerelyhopeyoucanconsiderandchooseus!;-)

Waitingforyouropinionsoon!

Bestregards,JessicaThankyouJessica,

Thisisthekindofinformationthatmaybejustifiesyourhighprice.However,ifyoucanreducethepriceforthisqualitiy,maybeitiseasierformycustomertobeconvincedthatheshouldbuyfromyou.Iwillpassittoourcustomerandseewhathethinksaboutit.AssoonasIknowmoreIwillletyouknow.Thiskindofinquiriesneedseveralweeksormonthstobecomeanorder.BestregardsRene----------------------------------------------------------------------------------------------------------------------------------------DearRene,

Gladtorcvdyoursopromptreply!

Yes,plspassallinfotoyourcustomer,ithinkhe'llnotgiveupaprofessionalandtrustablesupplierlikeus!Priceisimportantbutit'sneverthekeyfactortomakeadeal,right?

Plscontactmefreelyifyourcustomerneedmakesampleforchecking.I'm

sure

bothyou

will

be

satisfied

by

our

quality

and

price

once

you

see

the

sample!;-)

Keepusintouch!

Bestregards,Jessica

總結:如何做好外貿銷售先售自己，再售公司，最后才售產品。（思路）發(fā)千萬產品，回千萬詢盤，想千方百計，追上千萬次。（基礎）幫客戶比較，做客戶顧問，讓客戶體驗，使客戶信任。（方法）交客戶朋友，90%的成功銷售是靠感情信任。（成功）案例1一．情況不明的詢盤

DearSir,PleasegivemeyourfullproductlistwithunitpricesFOBChina.Thanks.xxx[要點分析]1.稱呼不針對，很可能是群發(fā)的。2.沒有介紹自己，可能是小公司。3.沒有提到產品，可能是外行。4.沒有提到交易條款和細節(jié)，說明還沒有真實采購意向。[應對方法]1.買家同樣很難得到其他供應商的重視，所以您只需要讓買家感受到您的重視，就會占得先機。2.買家很小，需要幫助，容易信任，所以您如果給予買家?guī)椭瑫苋菀撞┑盟眯湃巍?.買家不內行，大供應商的優(yōu)勢減弱，所以這是您和大公司同行競爭的好機會。4.買家在一個小而封閉的好市場，比如東歐或西非，所以您如果能切入進當地市場，競爭會很小，機會會很大。[總結建議]即使看起來很沒誠意的詢盤，仍然有很多種積極的可能因素，建議對這類詢盤的第一封回復，不提供詳細產品信息，不報價，提簡單的問題引導，吸引買家回復，并了解更多買家的真實情況，再作進一步跟進。案例2二．一開始就談價格的詢盤

DearSir,weareaturkishcompanylocatedingemlikturkeyweinterestverymuchinyourbackpackSeriesbutsuitablepricesareveryimportantforussopleasesentusyourpricesbestregardsxxxxxx[要點分析]此類詢盤給人最直接的感受就是價格會是最關鍵也是最難解決的問題，似乎并不是優(yōu)質買家的特點，但您應該明確，會開門見山表達價格門檻的買家，雖然實力也許有限，但興趣一定是真實的。[應對方法]1.價格不能報，因為新供應商的價格很難與老供應商競爭。2.嘗試提問了解買家的專業(yè)度，比如詢問當地市場對品質的要求。3.嘗試提問了解買家的購買力，比如詢問買家之前是否有從中國采購過。4.要表達出自己對買家的潛在價值，以吸引住買家回復您提出的問題[要點分析]此類詢盤給人最直接的感受就是價格會是最關鍵也是最難解決的問題，似乎并不是優(yōu)質買家的特點，但您應該明確，會開門見山表達價格門檻的買家，雖然實力也許有限，但興趣一定是真實的。[總結建議]侃價是外貿談判的必經之路，不對價格提要求不代表價格好談，對價格提了要求不代表一定談不下來，記得不要冒失報價撞買家的槍口，而要先了解買家的專業(yè)度和購買力，以此來決定自己的報價策略。案例3三．大買家的詢盤

HiSirWearethe3rdlargestgiftsdistributorinUSA.WenowneedallQ4promotionalandnewyeargiftsaswellaspensandprintedmaterials.Quoteifyouareintheverybusiness.Alsopicturesanddetailsplease.xxx[要點分析]大公司讓人感覺距離遙遠，難以接近，但其實大公司有很大的一個優(yōu)勢就是對價格的苛求其實反而不如小公司，只要您能抓住買家真正的需求點和關注點，小供應商完全可以和大買家合作起來。[應對方法]1.如果對行情了解，價格可以直接報，但要報的完整和明確，不需要買家再次確認什么細節(jié)。2.買家提到了具體的產品，您就只推薦自己的對口優(yōu)勢產品，讓買家不需要花時間去尋找自己想要的。3.您需要表達出您對當地市場的熟悉，避免買家擔心自己的供應商是外行。4.您需要表達出您對外貿操作的熟練度，以讓買家對您的配合工作放心，因為大買家會特別關注承諾和信譽。[總結建議]大買家不可怕，可怕的是沒有敢爭取大買家的心。大買家其實也有很好的切入口，只要向他展示出您的專業(yè)，您會覺得談判會比小公司輕松的多案例4

四．采購意向明確的詢盤

DearSemin,

GreetingsfromSingapore.Wouldneedtotroubleyouforapricequotebasedonthefollowingquantitiesof10,000,15,000,20,000&25,000PCs.

Thefollowingarethespecifications:

1.Pouchmaterial:Nylon

2.Fabricweight:200+/-10gsm

3.Color:DeepBronzeGreen

4.Liningandinnerpocketstobemadeof0.15mmthickplasticsheet

5.Pouchtohavealoopmadeof0.8-1.0mmthicksoftnylonorpolypropylenewebbingstrap

6.Blackplasticzipperfortopopening

Attachedisaphotoyourreference.

Lookingforwardtoyourfeedback.

Bestregards

DavidLoh(Cellphone:+6596194756)ZYNEXCorporationPteLtd[要點分析]雖然沒有自我介紹，可能仍然是群發(fā)的小公司詢盤，但大量詳盡的產品信息和交易細節(jié)充分反映出此詢盤的真實度，可能是買家原先的供應商出了問題，在選擇新的供應商替代。這類詢盤通常您會報較大的期望值，但您要清楚您的同行也在努力，如果跟進方法不得當，也許您也會得不到買家的親睞。[要點]1.詢盤已進入實質采購階段，所以客套禮貌用語能簡則簡。2.公司介紹要簡明扼要，產品介紹要有份量，進入采購階段的買家，產品是唯一關注的點。3.價格得報，不然買家也許沒有耐心等待，但是報價要專業(yè)、信息完整，即使買家覺得高了，仍然可能對您保持興趣來還價，或者保留下次合作的可能性。[總結建議]進入采購階段的詢盤有兩個宗旨，產品對口，有信心拿下的，要一次到位發(fā)出一份有煽動力的報價，如果產品并不是特別強，不一定要著眼于眼前這一單，能與此客戶維系上長遠的關系，也會是一個大收獲。如何跟蹤為何我們失?。?.80%的購買決定在第4次跟蹤之后，而80%的業(yè)務員在跟蹤客戶未達到4次之前就放棄了。2.跟蹤客戶的心理健康就是敢于重復。3.只要跟蹤足夠的遍數，就能征服客戶。4.對應第一條，80%的合同是跟蹤出來的?？蛻魹楹尾焕聿俏?？1.你第一時間內沒有給客戶留下好的印象2.你第一時間內沒有滿足客人所需3.你第一時間內沒有打動客戶的價值4.客戶覺得我們不專業(yè)5.客戶覺得我們不匹配6.根本沒有接觸到客戶判斷客戶心理1、客戶想體會到受重視2、客戶渴望受到欣賞；3、客戶不是對你感興趣4、客戶追求成功和幸福5、客戶想讓你傾聽和理解6、客戶在購買前必須感覺值得7、客戶根據情緒購買，但邏輯上為自己辯護8、客戶的注意力持續(xù)時間很短9、客戶想讓你拿出真正的友善10、客戶想要教你一些東西。

跟蹤11.報價后好幾天沒回復?？梢栽儐柺欠袷盏剑盏搅藢r格有什么看法？對產品有什么議？。。。。。。

Dearxx

Sorrytotroubleyou.

Severaldaysnonewsfromyouhaveyougotmyenquiryforxxxx?Fullyunderstandthatyouaretoobusytoreplyus.Butwearestillawaitforyourcomments.Weneedyourfeedbacktogoahead.Thankyouinadvance.

Manythanksandbestregards.

xxx跟蹤22,發(fā)出去后如果客戶還沒回復就這樣跟進。因為報價單里面有對價格限制有效期所以可以以此跟蹤下。

Dearxxxx

Hopeeverythinggoeswell!

Weareinreceiptofyourinquirydatedonxxxandquoteyouas

follow:XXXXXXX.plskindlycheckwhetherpriceisworkable?Becasuepricewillbeinvalidonxxxx.

Wishwewillpromotebusiness.

Bestregards.

跟蹤33,如果碰到節(jié)假日也可以跟蹤下。

DearXXXX

Sorryforre-troublingyou.

plsfindmyperviousemailbelow.Couldyoukindlycheckbyreturntoday?Becausewewillonholidayfromxxtoxxandmyemailaccessmaybelimited.

Thankyouinadvance.

Bsetregards.

XXXX跟蹤44,如果客戶遇到客戶國家節(jié)日也可以借此恭維一番。加深映像。

Dearxxxx

Happyxxxandwewishyou,yourfamily,companyenjoyyourholidays.

Asforxxx,ifyouneedanyinfo,plscontactmeatanytime.Wewilltryourbesttosatisfiedwithyourrequirements.

Maygodblessyouandhaveaniceday.

跟蹤55,然后就是交貨期，稍微的給他一點壓力，催促他盡快下單。

Dearxxx

Hopeyoueverythinggoeswell.

Isentyouthequotationforxxinlastemailandthedeliverytimeisxxdays.couldyouplskindlycheckandconfirmtheordersoon.Weneedplentoftimetoarrangemassproductionandkeeptheshipmentontime.

Manythanksandbestregards.

xxxx跟蹤66.時不時的問下是否有新的詢盤或者訂單、

Dearxx

Ihopeyouaredoinggood.

Haveyougotanynewinquiriesandorders?plskeepmepostedifyes,iwillsendyouourupdatedpriceforyourreview.

Bestregards.

xxxx

跟蹤77,新產品上市是你大展拳腳的時候了，用的好很厲害的哦。

Dearxxx

Goodmorning!

Itisgladtoinformyouthatwehave

lanchedxxx,whichwithxxxx優(yōu)勢特點suchasperfectdesign,ecofriendly…..

Attachedwithxxandxxforyourreferenceandplshaveatryinyour

marketifpossible.

Bestregards.

xxxx跟蹤88,跟新報價單也可以說下。

Dearxxx

Howareyou?Longtimenocontactandhopeeverythinggoeswellwithyou.

Ourproductsandquotationhadupdated.Woulduplscheckournewquotationwithnewitemsinattachments?Ifhaveanyquestions,plscontactmefreely.

Bestregards.

xxxx

跟蹤9最直接：遠洋電話，問明白具體原因。大數量的詢盤簽訂合同催PI，催L/C常用的跟蹤表達方式Hopeyouarefine,myfriend.

ItisregretthatIhaven'treceiveanyinformationfromyourside.MayIhaveyourideaaboutouroffer?Wewilltrytosatisfyyouuponreceiptofyourreply.Aswedon'twanttolostagoodcustomerlikeyou!Ifthereisanythingwecandoforyou,w