最近不斷有小伙伴在公眾號后臺求助，稱一些客戶年前就已確認(rèn)訂單，公司復(fù)工后就開始陸陸續(xù)續(xù)地聯(lián)系這些客戶，哪知換來的反饋并不理想，這些客戶要么說是疫情過去再說，要么就是講庫存尚足，并不著急發(fā)貨，要么就是說資金緊張，暫時無法接貨；一直在催，然而一個多月過去了，還是那套說辭，死活就是不發(fā)貨。
大家看到客戶這樣的反饋都很著急，既擔(dān)心訂單一直拖著，會節(jié)外生枝，收不全貨款，又擔(dān)心已經(jīng)生產(chǎn)好的貨物長久無法出運(yùn)，積壓倉庫，徒增成本；
其實不光是你們著急，你們的老板更著急，如果 Mike 遇到這樣的事情，也會非常著急，所以你們的反應(yīng)，再正常不過了。
做生意講究雙贏，在我們不蒙受損失的前提下，自然是能幫就幫，但如果客戶的行為已經(jīng)使我們長期蒙受損失，那就不得不為自己考慮考慮了 。
想要解決這個問題，我們要明確以下幾點：
01、產(chǎn)品是否為定制產(chǎn)品
02、是否已經(jīng)收取定金
03、新客戶還是老客戶
01
02
03
之所以要弄清楚是新客戶還是老客戶，是為了明確我們有多了解該客戶，便于判斷后續(xù)可能性后果，為我們的方案增加參考性；
▓ 如果是老客戶
基于這種情況，賣家可以參考該客戶以往的信用度、采購和支付習(xí)慣等，判斷后續(xù)解決問題的可能性；
▓ 如果是新客戶
基于這種情況，賣家毫無參考，即便做了客戶背景調(diào)查分析，大公司也并不能保證一定不會棄單棄貨；
04
綜上考慮，我相信大部分讀者都有了一些思路，該如何去處理這個問題。
處理問題無外乎軟硬兩種，要么強(qiáng)勢壓倒，要么服軟跪下；所謂的協(xié)商一致從來都是另一方敗下陣來，利益不會存在絕對均衡，只有相對均衡，真正的雙贏少之又少。
當(dāng)你想服軟跪下的時候，很明顯，這個問題不需要解決了，因為你已經(jīng)放棄了，客戶說什么就是什么，還有什么好談的呢？
當(dāng)你想要強(qiáng)勢一些，據(jù)理力爭的時候，想清楚，你說的話是否有客戶在乎的點（威脅點或利益點），如果沒有，很抱歉， I don't care about what you think or want , 除非客戶真的非常通情達(dá)理，否則即便你說破大天，也絕對得不到自己想要的結(jié)果，因為客戶壓根不在乎，你叫不醒一個裝睡的人，也絕對說不通一個不想和你講道理的人。
很明顯 03 是供我們判斷客戶誠信度的，而 01、02 是我們是否下“狠招”的決策岔路口；
01、你根本沒收取客戶的任何定金，但是是常規(guī)品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉(zhuǎn)賣其他客戶即可。
與此同時，我們需要告知該客戶，再次購買貨物時需要提前通知，便于排產(chǎn)備貨，此次庫存會很快處理掉，由于匯率不穩(wěn)和材料成本上浮等等，產(chǎn)品價格也要依照未來訂單時間重新計算；
Regarding model#, the goods have been kept in our warehouse over *** months.
Could you pls tell us the estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and arrange the production.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
02、你根本沒收取客戶的任何定金，但是是定制品（盡量別犯這種低級錯誤）：
很明顯，你完全被動，可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進(jìn)，一拖再拖，甚至拖了半年、一年不出貨，那么只能來硬的了。
通知客戶違約，貨物會處理給別人，并且我們將考慮向中國商會以及客戶當(dāng)?shù)厣虝对V其單方面毀約、虛假貿(mào)易等不良行徑，以此脅迫客戶就范；(很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認(rèn)清現(xiàn)實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
Regarding model#, the goods have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you.
We are totally disappointed at your feedback each time we contact you regarding shipment.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to sue you for unilateral breach of contract to China Chamber of Commerce and your local organizations of Commerce, which will definetely damage your company image and future business.
Pls consider it seriously and tell us your ideas.
03、你收取了客戶的部分定金，但是是常規(guī)品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉(zhuǎn)賣其他客戶即可。
與此同時，我們需要告知該客戶，再次購買貨物時需要提前通知，便于排產(chǎn)備貨，此次庫存會很快處理掉，由于匯率不穩(wěn)和材料成本上浮等等，產(chǎn)品價格也要依照未來訂單時間重新計算；（很多人想吞了定金，理由是客戶違約了，盡量別這樣搞，因為一錘子買賣不好吃，長久利益為重，相信我，但是肯定也不會同意把定金退還給客戶，這樣我們就更加被動了，整個白忙活了）
Regarding model#, the goods have been kept in our warehouse over *** months.
Could you pls tell us the estimated date of shipment?
If you quit this order, we'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and arrange the production.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
The deposit will be kept by us till your next business request.
04、你收取了客戶的部分定金，但是是定制品（遇到這樣的情況也實數(shù)意外，在所難免）：
很明顯，訂制品讓你非常被動，但定金在手，心里多少有點底；可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進(jìn)，一拖再拖，甚至拖了半年、一年不出貨，那么只能來硬的了。
通知客戶違約，定金沒收，貨物會處理給別人，并且向中國商會以及客戶當(dāng)?shù)厣虝对V其單方面毀約、虛假貿(mào)易等不良行徑，以此脅迫客戶就范；(很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認(rèn)清現(xiàn)實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
It's been quite a long time since order ### was confirmed.
The finished goods have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you.
We are totally disappointed at your feedback each time we contact you regarding shipment.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to sue you for unilateral breach of contract to China Chamber of Commerce and your local organizations of Commerce, which will definetely damage your company image and future business.
Meanwhile, the deposit won't be refunded.
Pls consider it seriously and tell us your ideas.
01、你根本沒收取客戶的任何定金，但是是常規(guī)品：
可以刨根問底式問出客戶究竟打算何時出貨，如果客戶說暫時庫存充足，不打算出運(yùn)，可以轉(zhuǎn)賣其他客戶。
與此同時，我們需要告知該客戶，再次購買貨物時需要提前通知，便于排產(chǎn)備貨，此次庫存會很快處理掉，由于匯率不穩(wěn)和材料成本上浮等等，產(chǎn)品價格也要依照未來訂單時間重新計算。
Regarding model#, the goods have been kept in our warehouse over *** months.
Could you pls tell us your estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and arrange the production.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
如果客戶說明是資金緊張，可以向客戶收取80~90%不等的貨款，等待客戶下次訂單一并支付（這就用到03點講到的了，關(guān)鍵在于你對客戶歷史誠信度的把握）；
As your old friends of business, we'd like to provide you with some help.
If you do have problems in finance, is that possible to pay 80~90% of the total amount first?
The balance can be paid in your next order.
Will that help?
Tell me ur ideas, anyway
02、你根本沒收取客戶的任何定金，但是是定制品（即便是老客戶也盡量別這么玩，底線必須守）：
很明顯，你非常被動，可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進(jìn)，一拖再拖，甚至拖了半年、一年不出貨，可以跟客戶談其他產(chǎn)品的合作，該庫存暫時擱置，但是要保持跟進(jìn)，提醒客戶這批貨的存在，并表示出自己迫切需要出運(yùn)這批貨物，因為壓倉庫太久了，讓客戶及時處理；
Regarding model#, the goods have been kept in our warehouse over *** months.
Could you pls tell us the estimated date of shipment?
Or any suggestions to handle them?
About model#, when do you plan to confirm the order so we can make the preparation in advance?
如果客戶態(tài)度不好，并未延遲交貨，聲明不會再要，又一直沒有其他訂單的合作，老客戶也沒啥存在的意義了，那么同樣，也只能來硬的了。
通知客戶違約，貨物會處理給別人，并且向中國商會以及客戶當(dāng)?shù)厣虝对V其單方面毀約、虛假貿(mào)易等不良行徑，以此脅迫客戶就范；(很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認(rèn)清現(xiàn)實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
Regarding model#, the goods have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you, for you are one of our best customers with highest credit.
However, you have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
Or we may have to sue you for unilateral breach of contract to China Chamber of Commerce and your local organizations of Commerce, which will definetely damage your company image and future business.
Pls consider it seriously and tell us your ideas.
03、你收取了客戶的部分定金，但是是常規(guī)品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉(zhuǎn)賣其他客戶即可。
與此同時，我們需要告知該客戶，再次購買貨物時需要提前通知，便于排產(chǎn)備貨，此次庫存會很快處理掉，由于匯率不穩(wěn)和材料成本上浮等等，產(chǎn)品價格也要依照未來訂單時間重新計算；（很多人想吞了定金，理由是客戶違約了，盡量別這樣搞，尤其是老客戶，別因為一個小訂單，損失一個客戶，因為后面的訂單還有很多，何況常規(guī)品你也完全可以消化掉，或內(nèi)銷，或外單轉(zhuǎn)手）
Regarding model#, the goods have been kept in our warehouse over *** months.
Could you pls tell us the estimated date of shipment?
If you quit this order, we'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and arrange the production.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
The deposit will be refunded soon.
04、你收取了客戶的部分定金，但是是定制品（遇到這樣的情況也實數(shù)意外，在所難免）：
很明顯，訂制品讓你非常被動，但定金在手，心里多少有點底；可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進(jìn)，一拖再拖，甚至拖了半年、一年不出貨，直接表明棄貨；
如有有其他更大更多的生意往來，這個錢可以退，可以不退，退或不退都要講清楚自己的損失，不要無理由退款或扣款；
It's been quite a long time since order ### was confirmed.
We chose to trust you and produced goods without asking any deposit from you.
So you know, we actually suffered a lot from kinds of cost for production.
不退款
① We hope you could understand we still suffer a great loss even we keep your deposit.
I wonder if you still have any ways to deal with these goods?
退款
② But we choose to refund your deposit.
We'll suffer all the loss alone.
I wonder if you can confirm any other orders with us to help us out?
Or you still have any ways to deal with these goods?
Will much appreciate it.
如果后續(xù)長期沒有任何其他生意往來，客戶態(tài)度惡劣，直接通知客戶違約，定金沒收，貨物會處理給別人，并且向中國商會以及客戶當(dāng)?shù)厣虝对V其單方面毀約、虛假貿(mào)易等不良行徑，以此脅迫客戶就范；(很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認(rèn)清現(xiàn)實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
It's been quite a long time since order ### was confirmed.
We chose to trust you and produced goods without asking any deposit from you.
We are totally disappointed at your feedback each time we contact you regarding shipment.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to sue you for unilateral breach of contract to China Chamber of Commerce and your local organizations of Commerce, which will definetely damage your company image and future business.
Meanwhile, the deposit won't be refunded.
Pls consider it seriously and tell us your ideas.
讀完上述內(nèi)容，大家會發(fā)現(xiàn)其實大部分內(nèi)容是重復(fù)性的，整個問題的處理出發(fā)點只有 4 個：
01、有沒有后續(xù)合作的可能
02、有沒有其他訂單流入
03、貨物是否真的無法處理，產(chǎn)生巨大損失
04、客戶是否真的有困難，需要緩一緩，還是態(tài)度強(qiáng)硬，霸道棄單
可能一些讀者看著老客戶的處理情況都和新客戶的一樣，其實不一樣，請仔細(xì)每一部分，是有區(qū)別的，不然我也不用費(fèi)勁寫這么多；一切行動考慮，都要基于客戶與你是否還有其他更大更多的生意往來，這才是利益觀察點和問題處理決策岔路口；
最后，Mike 要提醒各位，收取定金時，比例不能太低，30% 以上比較合適，這個份額在后續(xù)問題的談判上也能占據(jù)一定的主動權(quán)，不至于太被動；匯率變化嚴(yán)重時，要寫上結(jié)算標(biāo)準(zhǔn)范圍（當(dāng)然，這個是雙向的，各有利弊，否則單向利益時，客戶是無法接受的），避免產(chǎn)生嚴(yán)重?fù)p失，當(dāng)然，如果最初商定的就是以人民幣結(jié)算，也就不必考慮這些了。
Mike 并不是讓大家剛遇到這樣的問題立刻就上去硬剛，而是給大家留的逼不得已時的后手，可在和平解決無果、長期加劇損失的情況下酌情使用。
我們遇到問題時，盡量選緩和的談判方式去跟客戶溝通，能這樣解決問題再好不過，但如果這樣的談判無法解決問題，甚至讓問題發(fā)展成了長期問題，我們也就不得不翻臉了，因為問題拖得越久，我們的損失也就越大。
很多人害怕得罪客戶，很多話題不敢談，很多事情不敢做，但你要明白，很多時候，你好好說話，對方就當(dāng)你放屁，不痛不癢，不會做出任何讓步，自然我們也就得不到自己想要的結(jié)果。
我是 Mike，持續(xù)分享實戰(zhàn)經(jīng)驗為您提供更多有價值的參考。如果覺得有用，留下你的支持吧！
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