Unit 1 Establishing Business Relations
建立貿(mào)易關(guān)系
內(nèi)容簡介
獲取客戶信息的渠道有很多種，但主要的渠道包括以下幾種，比如國內(nèi)外的展會(huì)，B2B網(wǎng)站，搜索引擎，朋友介紹等。無論這些信息是如何獲取的，目的都是與客戶取得聯(lián)系并成功地向他們銷售自己的產(chǎn)品。要與客戶建立貿(mào)易關(guān)系，成功的銷售產(chǎn)品，這要求我們要十分重視第一次與客戶的聯(lián)系。通過郵件聯(lián)系，向客戶展示自己公司的實(shí)力和優(yōu)勢(shì)，促成合作。
1. Self introduction
Dear Sirs,
This is Water from SHV Company. I’ve been working in DVD field for more than five years. Hope that I can serve you with my professional experience from now on. Please feel free to study our offer as below.
First of all, I would like to introduce you some information about our factory. SHV Company is a professional manufacturer in producing Portable DVD Player, covering
Staff Number: over 300
Production lines: four lines
Monthly capacity: 60,000pcs
Quality control: FCC, CE, EMC, CCC, RoHS
Factory management: ISO 9001 International Quality Management System and ISO14000 International Environment Management System
Markets: xxx from Spain, xxx, xxx from Italy, xxx from Germany, xxx from Ukraine, xxx from Bulgaria, xxx from Russia, xxx from Israel, xxx from Iran, xxx, xxx from India, xxx from Middle East, xxx from Paraguay, xxx from Panama, etc.
Now I would like to offer you the fast sale item with best price for your reference first.
Model: Item A701,
Offer: FOB Shenzhen US$50
MOQ: 1000pcs
Samples and more information are available for your study anytime. We appreciate your kind reply soon.
We are looking forward to our cooperation in near future.
Best regards,
Water
Notes
1. 第一次主動(dòng)聯(lián)系客戶，介紹自己在行業(yè)內(nèi)的經(jīng)驗(yàn)和成績。讓客戶產(chǎn)生信心。
2. 介紹公司的產(chǎn)品和實(shí)力，以增加客戶信心。
3. 根據(jù)客戶所在國家目前銷售產(chǎn)品的情況，向客戶推薦適當(dāng)?shù)漠a(chǎn)品。
4. 報(bào)價(jià)時(shí)要包含產(chǎn)品的重要信息。比如產(chǎn)品的主要功能，報(bào)價(jià)條款，價(jià)格，訂單起訂量等。
5. 最后，提出合作的愿望。
2. Contact customer after the fair
Sample 1
Dear Sirs,
Thank you for your kind visit at our booth
SHV Company is a professional manufacturer in producing Portable DVD Player. The products are spreading the countries and regions including Asia, Europe and
According to the memo during Canton Fair, we would like to list the following offers for your record.
Model: Item A903,
Offer: FOB Shenzhen US$50
MOQ: 1000pcs
Samples and more information are available as requested. We appreciate your kind ideas about our cooperation..
We are looking forward to our initial cooperation soon.
Best regards,
Water
Notes
1. 參加展會(huì)是很多公司選擇推廣產(chǎn)品的一種很重要的方式。在展會(huì)之前，通常都要向所有的老客戶和潛在的客戶發(fā)邀請(qǐng)函。這也是向客戶展示實(shí)力的一次機(jī)會(huì)。通常邀請(qǐng)函都會(huì)做成圖片的形式，方便發(fā)送給用戶參考。內(nèi)容包括：參展公司名稱，參展日期，展位號(hào)，主展產(chǎn)品等重要信息。
2. 展會(huì)之后，聯(lián)系客戶時(shí)提及展位號(hào)，客戶更容易憶起自己。
3. 開門見山地說明自己銷售的產(chǎn)品，容易抓住日理萬機(jī)的客戶的注意力。
4. 簡短的公司和產(chǎn)品介紹可以讓客戶在短時(shí)間內(nèi)熟知自己的實(shí)力和優(yōu)勢(shì)，以拉近合作的距離。
5. 根據(jù)展會(huì)上的筆記，總結(jié)并正式向客戶報(bào)價(jià)。
6. 最后，提出合作的期望。
Sample 2
Dear Claus,
It was nice to meet you in
Thanks for your kind visit to our showroom. It’s a little pity that your schedule is so tight. If possible, we’d like to invite you to our office next time and show you around our three factories.
The follows are our meeting memo for your reference.
·For 5.1CH standard DVD player, US$21
·DivX version, add US$1 per set
·Nero function, add US$0.5 per set
For DVD-T and new project MD-2720, it is still under consummating. When it is completed, we’ll inform you immediately. Also we’ll arrange DVD-591/DivX-592 sample for your test.
Even though we met a lot of problems by first cooperation, now it’s OK and the second container will be dispatched next week. I think we can run more smoothly by the following days. Both sides know each other better. And also we learn a lot from your professional, cautious and serious working style.
I do hope you could share some of your proposals of our next step cooperation. Your ideas for our whole year plan will be helpful. Please try to offer me some minds, we’d hope we could expand our business, work more strategically, and support you by our best service.
Best regards,
Aaron
Notes
1. 客戶通常都會(huì)參加展會(huì)，一方面是考察現(xiàn)有的供應(yīng)商，面談為了訂單的計(jì)劃，落實(shí)新訂單的價(jià)格或者跟進(jìn)進(jìn)行中的訂單情況；另一方面獲取更多的產(chǎn)品信息，包括市場(chǎng)新價(jià)格，同類產(chǎn)品新的供應(yīng)商等。
2. 展會(huì)后，對(duì)與客戶面談的內(nèi)容進(jìn)行總結(jié)，主動(dòng)給客戶發(fā)會(huì)議記錄。
3. 再次提及洽談的內(nèi)容，更為詳細(xì)地說明這些內(nèi)容的具體情況。特別死關(guān)于樣品或者訂單進(jìn)行的時(shí)間等方面的確定。
4. 進(jìn)一步充實(shí)內(nèi)容。包括對(duì)彼此之間合作的評(píng)價(jià)以及對(duì)未來的展望，還有對(duì)客戶的操作方式的了解等。對(duì)問題點(diǎn)到即可，重點(diǎn)是展望合作和服務(wù)質(zhì)量的改進(jìn)。
5. 提出自己的希望，同時(shí)也提醒客戶，隨著合作的深入，將來可以為客戶提供更優(yōu)質(zhì)的服務(wù)，以增強(qiáng)客戶的信心，這樣可以加深合作。
3. Enquiry from customer
Sample 1
Dear Julia,
I hope you are doing well.
My name is Marcelo. I represent R＆S Corp., from
DVD 5.1 full size
DVD 5.1 1/2 size with display
DivX 5.1 full size
DivX 5.1 full size with USB
This request is for WalMart’s order, which will be around 20000pcs of each article. Please, I’ll appreciate you will send me your products pictures and price. If those are different from the catalogue you gave me at the CES, or just let me know which catalogue’s articles you are quoting. Please answer me as soon as possible. Thanks a lot.
Hope to hear from you soon.
Best regards,
Marcelo
Reply to the above
Dear Marcelo,
Thank you very much for your kind enquiry to us. Your detailed company and market information impressed us deeply. Glad to see that there is a chance for both R＆S and Mizida in entering into some projects cooperation in near future.
Further to the enquiry, we would like to make you the offer as below. Photos are as attached.
DVD 5.1 full size, DVD-592, US$21, if with DivX, US$21.5
DVD 5.1 1/2 size with display, DVD-558B, US$20
DVD 5.1 full size with USB, DVD-602/561, US$23
The whole offer is upon FOB Shenzhen price.
And base on your potential quantity 20000pcs per item.
Wish they could meet your request.
We are ready to provide more information and samples as requested. We appreciate your comments and looking forward to working together with you soon.
Best regards,
Julia
Notes
1. 展會(huì)之后或者是從互聯(lián)網(wǎng)推廣聯(lián)系得到的客戶，在一段時(shí)間內(nèi)沒有訂單，一方面說明由于市場(chǎng)銷售和客戶的推廣計(jì)劃等原因，在當(dāng)時(shí)確實(shí)沒有訂單需求；另一方面說明客戶當(dāng)時(shí)已經(jīng)有較為穩(wěn)定的合作伙伴。但往往客戶也會(huì)將同等的供應(yīng)商列為參考對(duì)象，當(dāng)有合適的產(chǎn)品或者新項(xiàng)目的時(shí)候，客戶將會(huì)主動(dòng)聯(lián)系。所以需要不間斷地跟進(jìn)，比如價(jià)格更新，產(chǎn)品更新或者是信息交流。
2. 分析客戶的郵件。郵件中客戶陳述說明相識(shí)于何處，客戶的公司和產(chǎn)品介紹以及銷售的場(chǎng)所，還有關(guān)于產(chǎn)品的規(guī)格等較為詳細(xì)的要求。這類有實(shí)質(zhì)性內(nèi)容的郵件，說明合作計(jì)劃往往較大。
3. 回復(fù)郵件要根據(jù)客戶的市場(chǎng)特征，訂單數(shù)量，價(jià)格要求等，推薦最合適的產(chǎn)品，報(bào)最有競(jìng)爭力的價(jià)格?？蛻粢蚕矚g和實(shí)力相當(dāng)?shù)墓竞献?，但需要產(chǎn)品質(zhì)量過關(guān)以及有競(jìng)爭力的價(jià)格。
4. 報(bào)價(jià)的內(nèi)容要清晰。比如價(jià)格條款，起訂量和相關(guān)的單價(jià)，產(chǎn)品的主要規(guī)格或者功能說明等。這些內(nèi)容一定要清晰，不能模糊，以免引起誤解。并附上精美的圖片，讓客戶可以更直觀地選擇。
5. 期望合作，表現(xiàn)誠意和熱心。
Sample 2
Dear Sirs,
Thank you very much for your kind enquiry to us. This is
Regarding your enquiry, please find our reply as below.
1) Our products are fast sales in EU countries and
2) Regarding American market, our customers prefer healthy sleeping, so they would like to buy the mattress to protect their backbones. For example, memory mattress, independent spring mattress, surely the reel mattress you mentioned is also fast sale. Please refer to the attachments, I would like to introduce some suitable items for your market
3) Currently our company is applying for the American prevailing rules CFR1633 which is standard fire protection and becoming effective in July 1st, 2007. As we know that in
4) Payment term:
A) 30% deposit T/T in advance, 70% balance T/T before shipment.
B) 50% deposit T/T in advance, 50% balance by irrevocable L/C at sight.
5) Leading time: 15days upon deposit received
6) MOQ: 1*20GP, FOB Shenzhen
If you have any enquiry and need our help, please don’t hesitate to contact me.
Best regards,
Water
Notes
1. 行業(yè)內(nèi)的客戶一般會(huì)比較關(guān)心產(chǎn)品的質(zhì)量，工廠產(chǎn)品的市場(chǎng)銷售情況，質(zhì)量認(rèn)證書燈重要方面。所以這些條件都直接影響客戶對(duì)工廠產(chǎn)品的認(rèn)識(shí)。因?yàn)椴煌氖袌?chǎng)，質(zhì)量要求是有區(qū)別的。歐美國家比中東等國家地區(qū)的要求會(huì)嚴(yán)格一些。
2. 文中第一段體現(xiàn)個(gè)性化的服務(wù)。
3. 第二段回復(fù)客戶的問題，著重突出優(yōu)勢(shì)和實(shí)力。
·有穩(wěn)定的客源，和客戶有超過5年的合作，充分體現(xiàn)公司實(shí)力和產(chǎn)品質(zhì)量的保證。
·分析最終消費(fèi)者的實(shí)際要求和特點(diǎn)，體現(xiàn)個(gè)人的知識(shí)豐富，夠?qū)I(yè)水準(zhǔn)。
·分析客戶市場(chǎng)對(duì)質(zhì)量的要求，展現(xiàn)公司的實(shí)力與時(shí)俱進(jìn)。
·內(nèi)容環(huán)環(huán)相扣，回復(fù)圍繞客戶問題的同時(shí)，也向客戶說明了公司其他方面的操作程序，方便客戶更深入的了解。
Samples 3
Dear Sirs,
I am the purchase manager of Sound Master Company in
We are looking forward to hearing from you soon.
Best regards,
Anson
Reply to the above
Dear Anson,
Thank you very much for your kind enquiry to us. My name is John. From now on, I will follow up your orders and offer best sales service with my professional experience.
Because we don’t have your ideas about target item, I would like to offer you some fast sale items in
Regarding the invitation letter, we would like to share some information with you. Normally we have to submit application form and relative necessary information to our government for approval first. As we didn’t start cooperation before, the application period may be longer. In order not to affect your schedule, I would like to advise that if you have other business partners here, you’d better ask them to help you. So you may get the visa within one week. Please take our suggestion as reference. Surely we are pleased to apply for you if you need our help. But please send us the details about the people who will come.
To catch the visit schedule and run the business soon, shall we exchange some important ideas first? We may conclude some agreements before you visit in
We welcome your coming and visiting. And looking forward to our cooperation soon.
Best regards,
John
Notes
1. 有些國家的客戶如果要到中國來訪，申請(qǐng)簽證時(shí)，需要工廠提供邀請(qǐng)函。邀請(qǐng)函的申請(qǐng)需要相關(guān)政府部門提供詳細(xì)的資料，比如到訪人的個(gè)人資料，雙方之間生意往來的資料，包括發(fā)票，報(bào)關(guān)單以及工廠的營業(yè)執(zhí)照等重要文件。申請(qǐng)的程序比較復(fù)雜，申請(qǐng)的世界也比較漫長，需要一個(gè)月左右。
2. 類似的詢盤，回復(fù)藥抓住重點(diǎn)詞語，比如“import mattress, visit China, invitation letter” 突出分析客戶的需求，以加快合作為目的，有針對(duì)性地回復(fù)和建議。
Sample 4
Dear Water,
We are currently looking to expand our product line including memory foam mattresses and pillows.
I will come to china next month. In the meantime, I would like to collect as much information as possible on prices and specifications.
Please advise us at your earliest convenience.
Best regards,
Michael
Reply to the above
Dear Michael,
We are glad to know that you will expand your business line on memory foam mattress ＆ memory foam pillow. Believe we can serve you better and better in near future.
First, please refer to the attachments for your reference.
It is great that you will come to
When your visit schedule is available, please kindly let me know.
Best regards,
Water
Notes
1. 客戶計(jì)劃擴(kuò)展業(yè)務(wù)，對(duì)公司的產(chǎn)品表示感興趣或者看好公司產(chǎn)品的前景，表示要來訪中國，并要參觀工廠。
2. 針對(duì)這樣的詢盤，主要是分析客戶的目的和要求，抓住重點(diǎn)詞和主要意思。比如“expand, Collate price and specification”。根據(jù)獲取的信息，有步驟，有的放矢地回復(fù)郵件。
3. 在郵件中，對(duì)客戶表示出誠意，細(xì)致，同時(shí)要展示公司主要的實(shí)力，以增加客戶對(duì)公司的了解，增強(qiáng)合作信心。
4. Take the information from other colleagues
Sample 1
Dear Maitance,
Good day.
Nice to contact with you. This is Echo from CABC (
Our boss Mr. Jason, just came back from the MIDO SHOW, and I learned that you are interested in our swimming products. Here attached our updated price list for your reference. Also, please take your time to visit our website at www.cabe.com for pictures and more details.
Mr. Jason had quoted you two models in MIDO, and here we list a gain as below for your easy reference.
Swimming cap: CAP800 USD2.0 (according to your quantity of 200pcs)
Earplug with strap: EP-200 USD 0.8 (including package)
Please contact us freely if you have any question. We are looking forward to building business relationship with you in the near future.
Best regards,
Echo
Notes
1. 參加展會(huì)時(shí)一個(gè)公司推廣產(chǎn)品的重要渠道。但是公司的投入會(huì)根據(jù)實(shí)際情況而定。一個(gè)公司的業(yè)務(wù)員一般都有兩個(gè)或者兩個(gè)以上，由于國外展會(huì)的費(fèi)用較高，對(duì)于規(guī)模不是很大的公司，業(yè)務(wù)員參加展會(huì)的名額也是有限的。在展會(huì)之后，公司會(huì)把展會(huì)上取得的名片進(jìn)行分發(fā)，每個(gè)業(yè)務(wù)員可以運(yùn)用自己的方式去聯(lián)系客戶。
2. 文中，首先說明信息來源，并向客戶表示友好。
3. 在展會(huì)上，客戶或多或少都對(duì)公司進(jìn)行了一番了解。由于自己沒有直接和客戶交流，所以要有適當(dāng)?shù)倪^渡，側(cè)重說明自己將會(huì)提供個(gè)性化的服務(wù)，讓客戶滿意。
4. 提出合作期望。
Sample 2
Dear Marcus,
How are you doing? This is Water from ABC Company, Ms. Grace’s colleague. She already left the company some time ago. It’s been a long time no contact with you and your company. We are glad to contact you again about external battery pack for Mobile Phone and Notebook.
I would like to update you some latest model and new offers for your reference. We hope we can enlarge our business scale. Please find the details as attached.
Looking forward to hearing from you soon.
Best regards,
Water
Sample 3
Dear Andy,
This is Tina, sales representative of ABC Electronic Company. Thanks for
Now I’m taking up your first order-2002 (DVD recorder), all the specifications and other details will be followed by me. Therefore if you have any problem, please feel free to contact me.
Further to your new order, please refer to the attachments for our quotations, we are waiting for your confirmation. Surely we will get a good delivery date for you.
Thank you for your good cooperation and your early reply will be appreciated.
Best regards,
Tina
Notes
1. 對(duì)已聯(lián)系或者已合作的客戶，函電撰寫主要體現(xiàn)服務(wù)，不讓客戶感覺到突兀。
2. 對(duì)暫時(shí)無合作，曾經(jīng)聯(lián)系密切，有郵件閱讀回執(zhí)的客戶要保持聯(lián)系，在某個(gè)特定的而時(shí)間提醒客戶產(chǎn)品的報(bào)價(jià)，以及產(chǎn)品的市場(chǎng)銷售情況等。假如知道對(duì)方公司和自己公司生產(chǎn)的產(chǎn)品相符，要多參考客戶公司的網(wǎng)頁，根據(jù)網(wǎng)頁上的信息，不斷向客戶展開猛烈的“攻擊”。另外，適當(dāng)?shù)碾娫捖?lián)系也是必須的，或者以傳真的方式，或者直接給客戶發(fā)郵件。嘗試不同的方式反復(fù)聯(lián)系，提高成功的可能性。
5. Contact customer by B2B web information
Dear Sirs,
I got your business information online. We would like to cooperate with you on CARDS，and become your good partner in near future.
With more than 12 years experience in manufacturing all kinds of PVC cards, paper cards, metal cards and smart cards in China, we’ve grown up into a main supplier in Italy, Germany, Sweden, France, Denmark and New Zealand etc. The daily output can reach millions of cards. Including PVC blank and printed cards, paper cards, scratch cards, magnetic cards, IC cards, game cards, gift cards, member cards, pokers, playing cards, metallic cards, phone cards, irregular-shaped cards, ATM cards, IC cards, ID cards, RFID tags etc. We welcome your ODM projects. All sizes and thickness can be done here.
We welcome your enquiries. Please visit our official website at http://www.ucard.biz. It will be appreciated that if someone from your company could contact me freely. My email is: water@ucard.biz.
Please let us become partners and start the initial cooperation soon.
Looking forward to hearing from you.
Beat regards,
Water
Notes
1. 利用搜索引擎獲取客戶信息。首先，說明信息來源和目的。要直截了當(dāng)，為客戶節(jié)省時(shí)間，使客戶一看便知道自己是做什么產(chǎn)品的，如果客戶感興趣便會(huì)繼續(xù)看，或者作為考慮的合作對(duì)象，而不是視為垃圾郵件。
2. 公司產(chǎn)品種類和市場(chǎng)情況的簡短介紹。表示可以滿足客戶的需求。
3. 第一次聯(lián)系的人也許不是直接的對(duì)口人。提出如果有人聯(lián)系自己，也是一種很好的聯(lián)系方式。
4. 最后，提出合作的愿望。
§點(diǎn)石成金
一、 第一次聯(lián)系客戶，無論是通過何種方式獲取客戶的信息，撰寫信函的時(shí)候都有一些必須要引起注意的事項(xiàng)。
1. 詢盤內(nèi)容各異。比如，有些客戶只是很簡單地詢問，請(qǐng)把你們的產(chǎn)品價(jià)格單發(fā)給我。針對(duì)類似的詢價(jià)，對(duì)信息需要篩選，不能只是應(yīng)付式地回復(fù)產(chǎn)品的價(jià)格是什么。要主動(dòng)建立溝通的橋梁，可立即回復(fù)一封詢問式的信函，表示已經(jīng)收到對(duì)方的來信，但有些地方不是很明白。比如你想了解他需求的產(chǎn)品的款式，數(shù)量，具體的要求。有來有往，形成互動(dòng)溝通之后，后面的業(yè)務(wù)操作就簡便得多，也更易成功。
2. 了解客戶，可以通過客人公司的網(wǎng)站了解，或者使用搜索引擎搜索。了解客戶來自哪里，公司性質(zhì)，經(jīng)營的市場(chǎng)，主要銷售的產(chǎn)品種類等。了解這些資訊可以更有針對(duì)性地為客戶服務(wù)，起到事半功倍的效果。
3. 信函回復(fù)。關(guān)鍵一點(diǎn)是報(bào)價(jià)，作為業(yè)務(wù)工作者不是報(bào)價(jià)員，所以不能只是簡短地報(bào)價(jià)。在溝通中，客人也需要對(duì)供應(yīng)商有一定的了解。在回復(fù)詢價(jià)時(shí)，有必要對(duì)客戶關(guān)注的問題做一個(gè)簡明扼要的介紹。比如企業(yè)的基本情況，供貨能力，產(chǎn)品質(zhì)量控制，產(chǎn)品服務(wù)，企業(yè)研發(fā)和創(chuàng)新能力等。
二、 個(gè)人素質(zhì)能力。
1. 熟知行業(yè)內(nèi)的產(chǎn)品信息，對(duì)市場(chǎng)走向保持敏感性。了解競(jìng)爭對(duì)手的情況。
2. 保持一顆斗志昂揚(yáng)的心。心態(tài)決定成敗，堅(jiān)持可以讓一個(gè)人底氣十足。隨著一個(gè)人閱歷的增加，更多的是心態(tài)的較量。
3. 工作中保持緊張感。有壓力，必然有動(dòng)力。
4. 建立并擴(kuò)大自己的影響力。產(chǎn)品銷售貫穿于每一個(gè)環(huán)節(jié)，包括內(nèi)部與同事和外部與客戶之間的溝通，建立良好的溝通時(shí)做好工作的關(guān)鍵。
5. 讀書充電，與時(shí)俱進(jìn)。持續(xù)學(xué)習(xí)新思想與快捷有效的工作反方法。
Unit 2 Sample Charges
樣品費(fèi)用
內(nèi)容簡介
樣品在訂單確認(rèn)的過程中是至關(guān)重要的。做業(yè)務(wù)時(shí)，通常都會(huì)遇到關(guān)于樣品收費(fèi)的難題。比如，有些客戶根據(jù)他們公司的規(guī)定，只愿意支付運(yùn)費(fèi)，有的甚至連運(yùn)費(fèi)也不愿意支付。對(duì)于業(yè)務(wù)員來說，如果免費(fèi)給客戶提供樣品，需要在公司內(nèi)部申請(qǐng)并說明客戶情況，還需要領(lǐng)導(dǎo)核實(shí)審批，程序比較復(fù)雜，也有可能會(huì)被拒絕。如果需要向客戶收取費(fèi)用，有些客戶比較爽快的愿意支付費(fèi)用。但是有些客戶卻不愿意支持樣品費(fèi)，所以需要深入溝通。對(duì)于工廠來說，如果給每個(gè)客戶免費(fèi)提供樣機(jī)，這筆開支也是驚人的，有點(diǎn)不切實(shí)際；另一方面也不符合長期的戰(zhàn)略性的發(fā)展規(guī)則。但是是否收取樣品費(fèi)這個(gè)問題，我們要區(qū)別和靈活對(duì)待。第一，如果產(chǎn)品有一定的貨值，要確定樣品都是需要收費(fèi)的，在開始聯(lián)系客戶的時(shí)候就明確表明，努力爭取讓客戶支付樣品費(fèi)用。第二，根據(jù)對(duì)客戶的評(píng)級(jí)以及其誠意和產(chǎn)品的銷售情況，可以考慮贈(zèng)送一些免費(fèi)樣品。因?yàn)闃悠肥谴蜷_大客戶大門的第一步。第三，如果樣品的貨價(jià)比較便宜，客戶要求的數(shù)量較少，可以提供免費(fèi)樣品。
值得注意的是，如果客戶愿意支付樣品費(fèi)用，則體現(xiàn)出客戶重視彼此間的合作，是非常有誠意的表現(xiàn)。這些客戶的成交率往往也很高，要重點(diǎn)跟進(jìn)。日常郵件是交流和交換信息的主要方式，如果需要和允許，可用電話和其他即時(shí)溝通工具交替進(jìn)行。對(duì)于那些藥了解樣品之后再開始合作的客戶，英適當(dāng)給予產(chǎn)品的測(cè)試和市場(chǎng)考察時(shí)間。然后，針對(duì)客戶的反饋，跟進(jìn)訂單落實(shí)的世界。如果客戶提出改進(jìn)建議等其他要求，要結(jié)合公司的實(shí)際情況，著重分析客戶的要求，整理出切實(shí)可行的方案，做到胸有成竹，有的放矢！
對(duì)收取樣品費(fèi)用這個(gè)難題應(yīng)當(dāng)如何與客戶溝通？如何引導(dǎo)客戶，讓客戶開心地埋單？如何讓客戶感覺到你的誠意和付出？如何讓客戶覺得和你合作是很愉快的？本節(jié)將一一分析。
Sample 1 Customer ask for samples to send by fedex
Dear Water,
Thanks for your email.
I’ve been checking with Wal-mart and I need you send me urgently by FEDEX the following items samples.
DVD592 W/DivX
DVD558B (They didn’t like the tooling, could you please offer me another?)
DIVX602 (They are interested in this one but without the card reader because tell me the price without the card reader?)
As soon as all of these is OK, I will send you our FEDEX account’s details so that you could send those and please also tell me when those will be ready to send.
It’s very important to know the percentage of RMA you will be sending, for because, for most of the items, Chinese products come with failures and Wal-Mart need to know in advance the said percentage.
Best regards,
Marcelo
Reply to the above
Dear Marcelo,
It is pleased to get your feedback. Thanks for your appreciations of our items.
Further to the samples, all of them are OK to send, but as a rule, we have to charge you first. That is a usual way to every customer. I think we could get your support and understanding, too. When the samples are ready, it is sure we could send you by your FEDEX account. Please kindly confirm me the samples charges. And I will send you P/I for payment remit immediately.
DVD558B is not your type, I would recommend you the offer one, enclosed the item DVD557B.
Regarding DIVX602, the model is always coming with USB and together with Card reader. We can not cut the Card Reader function only. Now we got many nice feedbacks about this item, would you try to promote and take that as additional function? It may be OK, too.
Regarding RMA, now the rate is 1.5%. Now the DVD player is very mature in our company.
Look forward to your further comments soon.
Best regards,
Water
Notes
1. 一般情況下，客戶如果認(rèn)同供應(yīng)商的公司和產(chǎn)品，在要求樣品時(shí)，會(huì)直接提出利用他們公司的到付快遞賬號(hào)寄送樣品。
2. 如果需要支付樣品費(fèi)用，必須明確提出，在語言運(yùn)用方面要體現(xiàn)誠心誠意，讓對(duì)方愉悅地接受。無論對(duì)方是否一定支付，都先要假定對(duì)方會(huì)支付費(fèi)用。
3. 對(duì)對(duì)方提出的問題，回答之余也要有適當(dāng)?shù)囊龑?dǎo)。因?yàn)槊總€(gè)市場(chǎng)對(duì)產(chǎn)品功能的要求不同。但是由于產(chǎn)品本身的原因，有些功能是無法達(dá)到或者去除的，所以無法百分之百達(dá)到客戶的要求。這個(gè)時(shí)候引導(dǎo)和說明尤為重要。
Sample 2 Customer refuse to pay sample charges
Dear Water,
This is the one of
I need another sample in
BR,
Javier Ayllon
Reply to the above
Dear Javier,
Yes, you are right. The model mentioned by Fiona is with Analogue TV Tuner. The price is with battery also, 1800mAh Li-polymer battery.
Also it is OK to offer you the sample for test. But as a rule, we have to charge you the sample fee. Hope it is OK to your side. Sample charge US$90/pc.
Please confirm it, and I will issue the invoice for your reference later. Therefore I can send the sample to your Shenzhen office directly. We are quite near each other. If is easy for me to bring the samples there.
Looking forward to hearing from you.
Best regards,
Water
Notes
1. 首先要肯定地回復(fù)客戶的問題，并說明細(xì)節(jié)，點(diǎn)到即可。主要是傳遞重要的產(chǎn)品信息，讓客戶抓住重點(diǎn)。
2. 明確自己的立場(chǎng)和做法，但是不讓客戶覺得只是針對(duì)他一個(gè)人，而是對(duì)所有的人都是這樣的，沒有特例?！?/span>As a rule”，這樣的問題俗稱五星級(jí)詞組。因?yàn)榭紤]到有些客戶不愿意支付費(fèi)用，還可以適當(dāng)加一些帶希望的表達(dá)，如“hope we can get kind support from you”。因?yàn)槭菍?duì)方在和你溝通，這里強(qiáng)調(diào)“你，你們”比較貼切。而這里為什么寫“It is OK to your side”而不寫“to you”？因?yàn)榘褜?duì)方看作一個(gè)整體，比較正式。
3. 有機(jī)會(huì)表達(dá)自己可以通過相關(guān)服務(wù)的時(shí)候，就要適時(shí)說出。讓客戶知道你能為他做事，能幫他解決問題。這樣離成功會(huì)近一步。
Dear Water,
I am sorry but I can not pay samples as my company policy. Anyhow I will tell you that I will pay transportation fee by TNT. Our courier number is 123456.
Please send it to this address:
Xxx System S.L.
Poligono Industrial de Cabanillas
19171.
Send it to my attention
If you want us to work with you, you will have to make an effort. Please take note that we do not want this sample to get profits, only for testing purpose, so it is necessary to test it to start working.
Thank you,
Javier Ayllon
Reply to the above
Dear Javier,
Thanks for your kind support to me first.
Regarding sample charges, I really hope we can find a way to move forward the project. It is honored for me and our company to work with you and your company. And be sure that we can start the initial order soon.
For the point of charges, I really hope you can do me a favor. We understand xxx is a big company, you have your own rules for samples. And I know the sample charges is a small monry. But we are a factory, it is not small money for us if we offer free samples to all customers. We believe it is fair for every customer to buy samples. And we got the support from other customers, too. Please kindly help us on this point. We must give you a better price then.
Javier, we definitely hope we can do more for customers and always do the best. When we start the cooperation and work better and better, believe we can offer you more and more. But now we hope you can do your part to pay the charges for samples. Shall we get your understanding and support?
Looking forward to hearing from you soon.
Best regards,
Water
Notes
1. 對(duì)待客戶的拒絕，不必不知所措。因?yàn)檫@是我們每天都要面對(duì)的問題，客戶只是拒絕而已，不是說完全沒有希望。文中，客人表示需求樣品，這是對(duì)自己工作的支持。一句感謝，輕松地久表達(dá)了自己的心意，以此開篇也很自然。
2. 目標(biāo)明確，就是說法客戶付款。所以必須情真意切。描述不羅嗦，也不能太簡單。羅嗦了會(huì)讓人看得辛苦，太簡單了沒有體現(xiàn)出誠意。撰寫郵件不能遺漏需要轉(zhuǎn)告的重要信息。另外需要注意的是，表述和單詞沒有拼寫錯(cuò)誤，字體和顏色是大家常用的。甚至在郵件發(fā)出去之后再重復(fù)查看，如有不當(dāng)?shù)牡胤剑涗洸⒃谙麓胃倪M(jìn)，一旦形成習(xí)慣之后，撰寫郵件所需的時(shí)間就很少了。
Dear Water,
I am sorry but I can not pay for the sample. I am really sorry. If you want me to test if please send it, if you can not do it, it is ok. We will try in the future.
Best regards,
Javier Ayllon
Dear Javier,
Thanks for your e-mail.
Can we try this, when you place the order, we will refund you the charges? As I guess nearly every company will request sample charges. We ask for sample charges only to wish the customer to care about our samples and we can seize the suitable chance to do some projects.
If the model is suitable for your market, we hope we can support you and fix it. When you become our stable customer, we can offer you more free samples.
By the way, if you think the sample charge is a small amount, are you interested in other models?
Looking forward to hearing from you.
Best regards,
Water
Notes
1. 面對(duì)客戶的拒絕，不要輕易放棄，要時(shí)時(shí)保持信心和干勁十足。方法都是人想出來的，適時(shí)地做一些努力，抓住每一個(gè)可能的機(jī)會(huì)，總是會(huì)有收獲的。即使一時(shí)無法合作，但希望還在。因?yàn)閹装偃f甚至幾千萬的生意是需要時(shí)間去磨合才能成功的。
2. 做進(jìn)一步努力的時(shí)候，更明確地讓客戶知道自己的底線并適當(dāng)做一些承諾。
3. 再一次的建議，也是解決問題的方法之一。基于自己的利益之上，要設(shè)身處地地位客戶著想。這樣更易于達(dá)成合作。
Sample 3 Customer ask for more free samples
Dear Simon,
Thanks for your kind confirmation. We hope to confirm the deposit soon also. Please kindly send us the bank confirmation accordingly.
Regarding samples to ISI for test, we are arranging now. As per the order quantity, we could offer you 2pcs of free samples. It is the best we can do. And it is confirmed when we was talking about the order.
I will keep you informed the sample status any time.
Best regards,
Grace
Notes
1. 收到訂金或者信用證是訂單最終確認(rèn)的依據(jù)。客戶確認(rèn)訂單之后，仍需要確認(rèn)訂金的到達(dá)日期，這樣有利于安排生產(chǎn)。
2. 由于某些原因，有時(shí)候客戶會(huì)突然要求提供更多的免費(fèi)樣品。但是訂單價(jià)格，數(shù)量等細(xì)節(jié)已經(jīng)確認(rèn)，對(duì)于這種情況，要了解清楚訂單狀況，部署策略，既不得罪客戶，也不讓公司難做。對(duì)客人來說，可能你不夠好，但還是可以接受的。對(duì)公司來說，也做到了在正常情況內(nèi)，而不是例外的。
Hi Grace,
Regarding free samples, we have confirmed 3pcs during our meeting. Now you changed to 2pcs. Please double check and confirm. We would like to get your good support and go on for more orders.
Best regards,
Simon
Notes
1. 客戶有自己的要求和希望，他也想得到他希望的。要尋找適合的方法解決問題。
Dear Simon,
Regarding the points you mentioned, please find our reply as below.
Our boss only allowed 2pcs free. 3pcs is beyond our control. As we never allow any free sample for customer. But we can promise you that we can allow you one more piece for your repeat order. Let’s do it step by step. I do hope we could confirm this point.
Best regards,
Grace
Notes
1. 有針對(duì)性地回復(fù)客戶的郵件，讓他明確知道結(jié)果。
2. 建議和轉(zhuǎn)告公司接下來的做法?？v然有些承諾可能是虛的，因?yàn)檫@是以后的事情，但是話要說在前面。因?yàn)橐幸粋€(gè)可以讓人接受的理由。就像平常大家互相吵架一樣，要和好了，要有一個(gè)可以讓大家下臺(tái)的臺(tái)階。
§點(diǎn)石成金
1. 訂單落實(shí)的過程涵蓋了各個(gè)方面，樣品洽談只是很小的一方面，卻至關(guān)重要。與之聯(lián)系的客戶絕大部分都是采購經(jīng)理，每個(gè)都是精英，我們有機(jī)會(huì)和精英們打交道，也是很棒的。和精英們打交道，我們也不能經(jīng)常扮演配角。在開始時(shí)，可以謙卑地了解客戶的需求和實(shí)力。通過循序漸進(jìn)的引導(dǎo)，從而扮演主角，主導(dǎo)合作，把握大局，步步為營，環(huán)環(huán)相扣。在有限的條件惜下，創(chuàng)造無限的商機(jī)，實(shí)現(xiàn)雙贏。
2. 語言應(yīng)用。并不是說要注重一些偏僻冷門的詞語，而是通過用最平實(shí)，最能表達(dá)意思和情感的詞語，就可以達(dá)到有效的溝通！客戶寫的郵件都很挑剔，我們對(duì)自己就更要有要求了。造詣修煉得高一點(diǎn)，這樣才能更好地為客戶服務(wù)，同時(shí)自己也收獲財(cái)富。一封寫得到位的郵件，確確實(shí)實(shí)可以增加成功的砝碼。一方面可以體現(xiàn)個(gè)人的專業(yè)水平，另一方面可以順利達(dá)成訂單。
3. 在洽談的過程中切忌急躁。客戶也許咄咄逼人，但是方法總是有的，需要冷靜地對(duì)待客戶的問題。想方設(shè)法為客戶考慮，為公司創(chuàng)收。
Dear Water,
Good day. Here is Echo from ETA (
We are interested in your products; please kindly fill in our quotation sheet here attached.
Any questions please contact me freely.
Br/Echo
Reply to the above
Dear Echo,
Thank you for your kind e-mail, showing interests in our products.
Could you let us know more details? Which item would you like most? We hope to talk by details. Please find the attached file for reference.
More information is available as requested. Looking forward to hearing from you soon.
Best regards.
Water
Notes
1. 國外的客戶通常都有固定的報(bào)價(jià)單，或者是公司調(diào)查表要求供應(yīng)商填寫。內(nèi)容不盡相同，產(chǎn)品報(bào)價(jià)單主要是針對(duì)具體的產(chǎn)品型號(hào)，而公司調(diào)查表更側(cè)重于對(duì)大的方面的了解，比如公司實(shí)力，產(chǎn)品特點(diǎn)，質(zhì)量控制等。這些都是客戶對(duì)工廠深入了解的一種方法。所以在回復(fù)客戶的郵件時(shí)，需要結(jié)合公司的實(shí)際情況加以描述。這也是向客戶展示產(chǎn)品，展示公司實(shí)力的一個(gè)機(jī)會(huì)，必須認(rèn)真對(duì)待。
2. 回復(fù)客戶的郵件，不能只是單純的回復(fù)。因?yàn)樽鳛閺S家，主要的目的是銷售產(chǎn)品，主動(dòng)向客戶介紹產(chǎn)品是必要的。在不明確客戶的需求時(shí)，要適當(dāng)詢問。詢問的同時(shí)，還要向客戶提供更多的合作信息。體現(xiàn)出一種貼心的服務(wù)，而不是客套。
Dear Water,
Thanks for your e-mail.
Regarding this model we attached here, we need the price below USD9.5 for our market. Please check.
Thank you very much.
Br/Echo
Reply to the above
Dear Echo,
Thanks for your kind reply.
Regarding the item you mentioned, I have the following questions for you.
﹡What connectors would you prefer? As our standard connectors including 5 popular brand phones, they are
Nokia 1pc,
Sony Ericcson 1pc,
Motorola 1pc,
iPod 1pc,
Samsung 1pc.
Will you have other request?
﹡What kind of package would you prefer? Our normal package that by blister + paper card?
﹡What’s the quantity for your initial order?
﹡If you have special request, you’d better let us know in advance. We must do the best to meet your demand.
Can I get your reply before we confirm a best price to you?
Best regards,
Water
Reply to the above
Dear Echo,
Glad to talk to you by phone just now. To begin new business with ETA on new items, our management supports me to proceed at the price US$9.5.
Please check the attachment for our offer. It is the standard one. Surely you could use ETA brand.
Now the SOLAR charger is quite popular on the market. We believe this item would be popular with its nice design and functions, too.
Look forward to your kind confirmation soon.
Best regards,
Water
Reply to the above
Dear Water,
Thanks for your support.
Would you please kindly let me know, how many days you can arrange a sample here attached, for our German office? And the information:
Company: eta GmbH
Add.: Carl-Zeiss-Stra8 633 Roedermark/Germany
Tel: +49 6074 6960
Fedex: 153 260
Any questions pls contact me freely.
Thank you.
Br/Echo
Reply to the above
Dear Echo,
It is OK to send you a sample for test first. I will check the samples availability again. As I was told no samples that since last week. If we have one on hand today, we could send you immediately.
I will confirm you when we send out. But normally we need 5 days to send out a new sample.
By the way, could you let me know the contact person? Can I send to Mirko directly?
Looking forward to hearing from you soon.
Best regards,
Water
Reply to the above
Dear Water,
Sorry that I forget to tell you, please send it to Marcel Schuler. And if the sample is ready to send out please kindly let us know.
Thank you.
Br/Echo
Reply to the above
Dear Echo,
How are you doing? As per the phone call yesterday, I would like to tell that we have to wait for the package till tomorrow.
So we will send the sample to your German office on next Monday. I will let you know the tracking number then.
Sorry to keep you waiting so long.
Have a nice weekend.
Best regards,
Water
Reply to the above
Dear Water,
Thanks if there is tracking No. available, please kindly let me know.
Br/Echo
Reply to the above
Dear Echo,
How are you doing? Please kindly check the parcel with Fedex by the tracking number 8587 8065 08.
Here I would like to enclose the latest SPEC and photos for you reference. Hope it could help you to understand more about our products.
If you need more information from me, please kindly let me know.
Sorry to keep you waiting a long time Again.
Best regards,
Water
Reply to the above
Dear Water,
Thanks for your support
Br/Echo
Notes
1. 在確認(rèn)報(bào)價(jià)之前，第一：必須向客戶了解清楚他的實(shí)際需求，因?yàn)閲饪蛻舻南敕ê蛧鴥?nèi)的想法有些不同，國外客戶比較習(xí)慣一次性知道一整套產(chǎn)品的價(jià)格，而不習(xí)慣知道某部分是什么價(jià)格，另一部分是什么價(jià)格。否則會(huì)給客戶造成困擾。第二：如果根據(jù)標(biāo)準(zhǔn)報(bào)價(jià)，價(jià)格要清晰體現(xiàn)所包括的主體和附件分別是什么，是怎樣的。
2. 寄送樣品期間，有可能會(huì)出現(xiàn)一些意想不到的狀況，比如延期，因?yàn)楸仨毺崆白尶蛻糁狼闆r。但更重要的是讓客戶知道解決問題的方法和結(jié)果。同時(shí)，要向客戶傳遞產(chǎn)品的特點(diǎn)和優(yōu)點(diǎn)，以利于客戶更深入的了解產(chǎn)品。這是客戶服務(wù)里重要的一點(diǎn)。不斷向客戶提供有用的信息，有利于客戶對(duì)產(chǎn)品的進(jìn)一步認(rèn)識(shí)，為合作做鋪墊。
Unit 3 Price Bargain
價(jià)格商談
內(nèi)容簡介
價(jià)格在整個(gè)業(yè)務(wù)流程中式重中之重的一個(gè)部分?？梢哉f價(jià)格直接決定訂單的達(dá)成。作為關(guān)鍵的一個(gè)環(huán)節(jié)，在業(yè)務(wù)洽談中出現(xiàn)的問題必然也很多。本小節(jié)將以實(shí)例的形式討論如何應(yīng)對(duì)和化解這些問題，根據(jù)不同的案例，進(jìn)行詳細(xì)的分析，通過每一封郵件的回復(fù)，引導(dǎo)大家出奇制勝。
1. New price request for repeat order
Dear Aaron,
The Evian and Wins people want laser lens and mother board, please prepare 200 units each spare part for solving the problems.
By the Wins order they will buy 2*40HQ, the same at last time and the target price have to be US$20.2. Please send the PI with this price and include the spare part into the container, also for the new EVIAN order..
For the big order, today I talked to the manager and they said that in this period, he will make an order IF GIVEN A BETTER PRICE.
Best regards,
Dardo
Notes
不同時(shí)期，產(chǎn)品的某些關(guān)鍵材料等的價(jià)格會(huì)有所不同，所以銷售價(jià)格也會(huì)有變化。一般情況下，價(jià)格的走勢(shì)是往低走。原因在于工廠各方面的改進(jìn)，比如采購成本，生產(chǎn)成本的降低。雖然有些材料的市場(chǎng)價(jià)格也會(huì)出現(xiàn)較大的波動(dòng)，但在一定的時(shí)間段內(nèi)，價(jià)格會(huì)保持相對(duì)的穩(wěn)定。這需要公司內(nèi)部的采購部門時(shí)時(shí)把關(guān)，也要根據(jù)不同產(chǎn)品在不同時(shí)期的市場(chǎng)情況把握定價(jià)，并與銷售部門密切聯(lián)系，實(shí)時(shí)更新價(jià)格，這樣才會(huì)贏得先機(jī)。如果客戶翻單的時(shí)間間隔在一個(gè)月以上，或者翻單時(shí)增加數(shù)量，咨詢價(jià)格和討價(jià)還價(jià)是比較常見的。更適當(dāng)?shù)膬r(jià)格對(duì)于雙方的銷售都是有利的。
文中，客戶明確表示自己接受的價(jià)格是USD20.2。價(jià)格要求明顯比報(bào)價(jià)低好多。這里的產(chǎn)品是DVD, 其價(jià)值本身不是很高，USD0.1的差別對(duì)于工廠本身來說，意義還是挺大的。但是USD0.1也不能代表一切，不能為了USD0.1而失去一個(gè)大客戶，好客戶。適時(shí)地作為一種饋贈(zèng)給客戶，讓雙方都有適當(dāng)?shù)睦麧?，日后好合作?/span>
Dear Dardo,
Please don’t push us too hard. The price I offer you is quite competitive. Let’s go compromise to US$20.65 per set for both Wins and Evian orders. That’s the best we can do. But you’d place these two orders together. I need these quantity added to convince financial department to accept such low price.
For spare parts, the best we can offer is 100 sets loader and MPEG Board to Wins and Evian order. It’s already over 1% for free to make something up. If needing more, you have to buy. And we’d place this together with new orders.
Attached the P/I for your confirmation.
For Wal-Mart order, I need your confirmed and detailed information, then will offer the finalized price. But frankly, it’s near costing, and difficult for us to make some recession.
Best regards,
Aaron
Notes
在價(jià)格洽談的過程中，客戶永遠(yuǎn)都希望可以得到更優(yōu)惠的價(jià)格。就像我們?nèi)ベI東西一樣，也希望可以買到物美價(jià)廉的東西，價(jià)格沒有最低，只有更低。但是價(jià)格在一定的層面上，對(duì)于每一個(gè)客戶來說都有一個(gè)可以接受的范圍。生意場(chǎng)上，價(jià)格和條件也是對(duì)等的。價(jià)格的洽談，要根據(jù)不同的時(shí)間，有步驟，有條件地談。
文中，明確自己可以向?qū)Ψ教峁┑膬r(jià)格是USD20.65，但是，確定價(jià)格的同時(shí)，也需要滿足一個(gè)條件，兩個(gè)訂單需要同時(shí)下達(dá)。有一定的數(shù)量，價(jià)格可以適當(dāng)優(yōu)惠，這也算符合常理，容易讓雙方接受。
Dear Aaron,
By the wins and Evian order please give me US$20.4. And really my friend, I am not pushing you, the
I am waiting for the news for the big order but this is almost finished after the manager said me OK. We need to arrange the price, but for me it’s necessary to get the answer OK from the manager because he was in China last month (in Canton Fair) and the manager need to cover it front the owner, do you understand?
By the spare parts, please convince your financial department that they want more prices, a little more, the rest I will convince them for buying.
I am waiting for your reply. Thank you for your big support.
Best regards,
Dardo
Notes
談到價(jià)格時(shí)，雙方都是動(dòng)之以，曉之以理。由于面臨市場(chǎng)的競(jìng)爭壓力，客戶不得不壓低供應(yīng)商的價(jià)格。供應(yīng)商為了在競(jìng)爭中求得生存，不能不想方設(shè)法在保證質(zhì)量的基礎(chǔ)上降低生產(chǎn)成本。
文中，客戶對(duì)于我方價(jià)格的下調(diào)表示接受，但是離他接受的范圍還有距離，需要進(jìn)一步的額還價(jià)。所以給出了USD20.4。很明顯，價(jià)格有所提高，這表明價(jià)格都是有商量余地的。只是雙方需要尋求更合適的平臺(tái)去合作而已。
Dear Dardo,
For Evian and Wins order, please confirm my price. That’s the best price I can offer you, even I should bargain with financial department to accept this order.
For Wal-Mart order is really tough, in order to meet your target, I have to lower some costing.
Cut Optical output / YUV output / VGA output. That means back panel output:
Audio: 5.1CH / Coaxial
Video: Composite / S-VIDEO
No spare parts
One user manual, 2.1 RCA cable, without battery
40K, US$19.5/set
It’s only for one lot order, not compared with others, and specially for you, never at such low price, please keep it secret. You’d win this order.
Best regards,
Aaron
Notes
價(jià)格談判的過程中，銷售價(jià)格幾乎接近公司的最低接受價(jià)格，根據(jù)和客戶之間的溝通，要估計(jì)客戶可以接受的價(jià)格，另外對(duì)比較合理的價(jià)格，也要有所堅(jiān)持。最后以合理的方式和方法，向客戶提供合適的價(jià)格和優(yōu)質(zhì)的服務(wù)。
文中，堅(jiān)持不等于要長篇大論，而是以簡明，簡潔的方式向客戶說明自己給出的價(jià)格真的十分優(yōu)惠。并以對(duì)比的方法再次向客戶言明價(jià)格的優(yōu)惠。如此優(yōu)惠的價(jià)格是特別報(bào)給他的，希望彼此之間的合作可以有效達(dá)成。
Dear Aaron,
I confirm the price US$20.4.
Best regards,
Dardo
Dear Dardo,
I got
Please confirm
Best regards
Aaron
Dear Aaron,
US$20.45, come on! My friend.
Best regards,
Dardo
Dear Dardo,
Some cents mean nothing to you, but quite big different for our factory. Let’s fix it on US$20.5.
Shake hands!
Best regards,
Aaron
Dear friend,
Thanks please send the PI for Wins to same at last order.
Also please inform me about the sample because the client asks me every day. If you haven’t sent it yet, please send it immediately today.
Best regards,
Dardo
Dear Dardo
Please find attached Evian and wins PI for your confirmation. How about HT order？Sample is arranging now. When ready, I will send it to you immediately.
And how about Wal-Mart order?
Best regards,
Aaron
Notes
在電子商務(wù)談判的過程中，郵件用語要積極，帶一點(diǎn)攻擊性，最好能徹底攻破對(duì)方的防線。也要體現(xiàn)個(gè)人的主動(dòng)性和溝通能力。傳遞一個(gè)可以解決問題和提供幫助的信息。
文中，可以看到客戶的價(jià)格變化，有USD20.2開始到USD20.4,再到USD20.45，最后成交的價(jià)格是USD20.5，這個(gè)成交價(jià)格和報(bào)價(jià)相差不是太遠(yuǎn)。因?yàn)橛唵沃g相距有一定的時(shí)間，所以價(jià)格稍微降一點(diǎn)也屬于可接受的范圍。從客戶開始松口到最后接受，語言越來越簡潔，最后直截了當(dāng)?shù)馗嬖V他要的目標(biāo)價(jià)而且堅(jiān)持。此時(shí)，談判出現(xiàn)了僵持的局面。針對(duì)這種情況，如何繼續(xù)談?dòng)唵文?？如果前面已?jīng)做了許多詳細(xì)的關(guān)于還價(jià)內(nèi)容的分析和回復(fù)，到這個(gè)時(shí)候要使得談判得以進(jìn)行，如果價(jià)格尚有一點(diǎn)讓步的空間，要利用折中的方法去和客戶談。即使沒有讓步空間，也要以條件的方式去談。因?yàn)橐粋€(gè)訂單涵蓋了許多細(xì)節(jié)方面的東西。比如免費(fèi)提供配件，可以有1%降到0.5%，甚至不提供免費(fèi)配件。回復(fù)也可以很簡潔，但仍要體現(xiàn)盡心盡力的付出。比如，“I got manager’s great support.” 此類語言的運(yùn)用就大大地增加了說服力，也是使整個(gè)訂單得以繼續(xù)進(jìn)行的最好過渡。
另外，客戶的下單時(shí)間也是有限制的，如果他已經(jīng)鎖定了幾家或者某家供應(yīng)商，在價(jià)格商談上，他不可能也不會(huì)花太長的時(shí)間去討價(jià)還價(jià)。特別是大型商場(chǎng)的競(jìng)標(biāo)訂單。因?yàn)橐坏└?jìng)標(biāo)成功，項(xiàng)目的進(jìn)行時(shí)間就開始計(jì)算，時(shí)間對(duì)于客戶來說是比較重要的。這些產(chǎn)品也將會(huì)在當(dāng)?shù)氐母鞔髨?bào)紙雜志或者電視上鋪天蓋地地做廣告，說某個(gè)時(shí)間某些產(chǎn)品會(huì)推向市場(chǎng)。除此之外，客戶還必須考慮生產(chǎn)，運(yùn)輸以及貨物到港之后，收貨，分發(fā)，上貨架等事情。完成這些事情都需要一段不短的時(shí)間，而且訂單確認(rèn)之后還需要安排支付訂金或者開信用證。在這些前提下，客戶還必須考慮貨物的最佳銷售期，還要趕上推廣計(jì)劃。所以如果產(chǎn)品質(zhì)量能保證，價(jià)格偏差不是很大，客戶下單的速度也會(huì)挺快。
§點(diǎn)石成金
1. 語言。語言運(yùn)用簡潔不失說服力，步步到位不失幽默風(fēng)趣。
2. 策略。要實(shí)行分步走的計(jì)劃，步步為營，環(huán)環(huán)相扣。
3. 時(shí)間度的把握和操作。適時(shí)地運(yùn)用適當(dāng)?shù)姆椒ā?/span>
4. 清楚了解自己公司的操作和產(chǎn)品，把握市場(chǎng)信息，分析客戶的心理。知己知彼，百戰(zhàn)百勝。
5. 學(xué)習(xí)和領(lǐng)會(huì)客戶的長處，溝通中藥時(shí)刻創(chuàng)造一種容易合作的環(huán)境，讓對(duì)方更樂意接受。
2. Customer request for lower price
Sample 1
Low price request for lager order
Dear Ms. Olga Litvi,
Thanks for your enquiry. Surely we can manufacture the aerosol cans with your parameters.
The price I offered you is quite competitive as per MOQ. Could you please kindly tell me your potential quantity? We would like to update you the new offer immediately.
We understand that you are a big supplier of building materials in
Hope to receive your quick response.
Best regards,
Walter
Notes
1. 分析客戶類型，不同的訂單數(shù)量，產(chǎn)品的價(jià)格也會(huì)有所不同。首次報(bào)價(jià)一般只報(bào)最低訂單量的價(jià)格。客戶都會(huì)廣泛詢價(jià)，所以客戶回復(fù)郵件也不是很全面。只是單方面覺得你的價(jià)格報(bào)告了，而沒有太多詳細(xì)的規(guī)格以及數(shù)量等內(nèi)容。分析出客戶的特點(diǎn)之后，以引導(dǎo)的方式回復(fù)更適合此類客戶。除了回復(fù)客戶提出的問題之外，適當(dāng)?shù)匾蚕驅(qū)Ψ教岢鲆恍﹩栴}?；蛘咧苯痈嬷獙?duì)方關(guān)于不同的訂單數(shù)量和價(jià)格之間的關(guān)系等一些情況的基本操作。
2. 了解客戶需求。得到客戶資料之后，以不同的了解方式去搜索客戶公司資料并了解客戶的實(shí)際需要。針對(duì)自己公司的實(shí)際供貨能力，向客戶推薦更多產(chǎn)品，也讓客戶有更多選擇，這樣可以增加合作項(xiàng)目。
Dear Walter,
Could you please let me know the price for the quantity 100K pcs of such cans per our request?
Thank you in advance.
Olga
Dear Olga,
Thanks for your prompt reply. Our offer is as below.
EXW: US$0.0364, base on 100K
I’m looking forward to receiving your further information
Best regards,
Walter
Notes
報(bào)價(jià)的格式，簡潔明了。包括重點(diǎn)信息，比如成交方式，FOB，CIF，EXW，具體的出貨港口，價(jià)格，最低起訂量或按照客戶要求的實(shí)際數(shù)量報(bào)價(jià)。并根據(jù)產(chǎn)品的特性，簡單言明產(chǎn)品的主要規(guī)格。
Dear Walter,
Please, let me know what lowest price you can offer for us if the purchase quantity will be 300000(300K) pcs per month.
We are looking forward to your reply.
Do hope to receive a competitive price.
Sincerely,
Olga.
Dear Olga,
Thank you for your kind proposal. The price I offered you is already the lowest. Currently it will keep the same EXW: US$0.0364。
Regarding your proposal, can I know that when you wish to confirm and start the initial order? What’s the quantity for your first order? We would like to catch the season time and make sure the prompt shipment for you.
Look forward to the order confirmation soon.
Best regards,
Walter
Notes
面對(duì)客戶的數(shù)量攻擊，腳踏實(shí)地是最好的應(yīng)對(duì)方法。有些客戶喜歡以大數(shù)量來談價(jià)格，實(shí)際的下單卻大相徑庭，但要求較小訂單的價(jià)格必須以大數(shù)量的價(jià)格成交。針對(duì)這種情況，要深入了解客戶，探知客戶的下單數(shù)量，時(shí)間以及要求的交貨期等。如果讓客戶進(jìn)到自己的控制范圍，彼此相系，操作就簡單和容易多了。
§點(diǎn)石成金
1. 有條件地談價(jià)格。數(shù)量和價(jià)格存在必然的聯(lián)系。大的數(shù)量，價(jià)格必然比較優(yōu)惠。公司也愿意支持客戶的大訂單，因?yàn)榇笥唵纬藥硇б嬷猓部梢跃S持工廠的持續(xù)運(yùn)轉(zhuǎn)。對(duì)于工廠來說，持續(xù)運(yùn)轉(zhuǎn)時(shí)很重要的，無論工廠是否盈利，工廠每天必須支出一定的生產(chǎn)成本。
2. 報(bào)價(jià)的方式，行文簡潔清晰，一目了然，語氣肯定。
3. 分析客戶的實(shí)際需求。對(duì)客戶提出的問題，做正面的回應(yīng)。引導(dǎo)客戶向訂單方向發(fā)展
Sample 2
Good price for long-term cooperation
Dear water,
I’m here because we need to buy DVD/DivX players and I’d be very pleased to receive your best quotation + pictures + technical features.
As the license we have decided to ask for is only in the case we need, I mean only in the case the customers ask for it!
Please quote me the model of DivX with display and normal size.
Thank you in advance.
BR
Tania
Dear Tania,
Thank you for your kind enquiry.
Here I’d like to update the price for normal size DivX pleayer for you.
DivX player, FOB Shenzhen US$23.8/set
Please select your interested items as per attached photos. We wish to establish business in wide range with you.
For the license, OK, when you require for it, please let us know a little earlier. We would arrange it well for you then.
Awaiting your further comments
Thanks and regard,
Water
Notes
1. 如果產(chǎn)品有眾多樣式或者品種可選擇時(shí)，根據(jù)客戶的市場(chǎng)和喜好，適當(dāng)推薦兩至三款即可。讓客戶有選擇的余地，但不至于眼花繚亂。
2. 介紹產(chǎn)品的時(shí)候，附上精美的圖片，讓客戶一目了然。不同國家的喜好會(huì)有所不同。有些產(chǎn)品的外觀，直接影響產(chǎn)品的銷售。客戶也需要謹(jǐn)慎地選擇適合當(dāng)?shù)厥袌?chǎng)銷售的產(chǎn)品。
3. 推薦產(chǎn)品的同時(shí)，郵件中要適當(dāng)表達(dá)合作的愿望和期待。
Dear Tania,
How are you? I was trying to call you today, talking about the order DVD
By the way, could you convey more information about the order?
Awaiting your reply soon
Thanks and regards,
Water
Notes
有時(shí)候客戶回復(fù)郵件不是很及時(shí)，除了催促之外，我們還要對(duì)整個(gè)訂單或者項(xiàng)目有總體的把握。比如合同會(huì)簽，支付訂金的時(shí)間，產(chǎn)品包裝資料的確認(rèn)等。如果需要緊急處理的事情，當(dāng)天內(nèi)必須完成。這也是樹立一種負(fù)責(zé)任的工作態(tài)度和對(duì)工作有責(zé)任心的體現(xiàn)。而電話聯(lián)系時(shí)最直接，最快捷的方式，要適時(shí)適地的運(yùn)用。
Dear Water,
Thanks so much for your e-mail. And sorry for the late reply.
Pls see my comment here below.
Please be noted that I’d like to have mini DivX
Sure I’ll keep you posted in time about the license.
BR
Taina
(MSN對(duì)話如下)
T: Hi, water, I just received your e-mail.
W: ok
T: What do you think for usd22.5? please let me close this order.
W: We have calculated tightly, the best we could do is usd22.8, as you require full functions as normal price size dvd player.
T: It’s a bit high. To be honest, I’ve received an offer for 21.5, but I really like to buy it from your company, because I have tested the sample DAV1616, and it’s really good. So I trust your company.
W: Thanks for the appreciation of our goods.
T: And I don’t like to risk to buy from another company.
W: But for this price, I may not help now. as I already gave you the best.
T: I am sorry for that. I think I am effort to buy from another company.
W: The factory also in mainland
T: Believe me in
W: Also trust me please, we also export some models to
Notes
和客戶MSN的直接對(duì)話。溝通的方式和方法有很多，都要靈活運(yùn)用。處在電子商務(wù)發(fā)達(dá)的今天，郵件往來時(shí)一種主要的溝通方式。更多的，更直接的即時(shí)溝通方式也在不斷地應(yīng)用。比如MSN，SKYPE,還要雅虎通，以及B2B網(wǎng)站提供的即時(shí)溝通工具。這些溝通方式都需要加以利用。
即時(shí)溝通工具可以提供便利的溝通，運(yùn)用恰當(dāng)就是最好的。但是用來談價(jià)格，很容易會(huì)陷入兩難的境地。當(dāng)困境出現(xiàn)時(shí)，要主動(dòng)化解。比如回復(fù)郵件說，會(huì)以郵件的形式最后確認(rèn)價(jià)格。
Dear Tania,
I am sorry to tell that now it is really hard for us to process 1*20FCL. The MAQ must be 1*40FCL. As you know it is a busy season now and many sizable orders rushing in our factory. Please help to increase the quantity to 1*40GP. And it is easier for us to process and make sure a best leading time for you. Wish we could conclude the deal now.
Awaiting your further notice
Thanks and regards.
Water
Dear Water,
Thanks for your e-mail.
I’m sorry to tell you that I have a bit difficulty to accept 1*40GP, because I already have many and many DivX players in my warehouse before I can buy a big quantity of DivX. I need first to sell off the one I have in my warehouse and also DAV 1313 that I’ll get in December. But I promise you that I’ll place you another repeat order in a very short time. But I really need first to sell off the previous DivX.
Please be understanding and accept only 1*20GP feet container and let us close this deal. Sure that you will meet my request.
BR
Tania
Dear Tania,
Good morning.
Sorry to hear that you cannot accept 1*40GP. You must aware that from the very beginning, we have a negotiation about the price. Considering your sizable order in near future and deep our cooperation, even there is only a little margin for us about your new order DVD
I believe the deal will be closed soon upon your efforts and our efforts.
Awaiting your reply soon
Thanks and regards,
Water
Notes
數(shù)量和價(jià)格的關(guān)系式密切相連的。訂單數(shù)量的多寡直接影響最好的價(jià)格。對(duì)于工廠來說，無論是物料采購還是產(chǎn)品生產(chǎn)，大訂單的操作往往會(huì)更順暢。在價(jià)格商談中，適當(dāng)利用這點(diǎn)去和客戶談價(jià)格和交貨期，會(huì)起到意想不到的效果。準(zhǔn)時(shí)或更快的交貨期，有利于客戶的推廣，也是信譽(yù)的保證。
NEW ENQUIRY, PLS LET ME KNOW IT? QUITE UGENT!
Dear Water,
Pls could you quote the below items:
DVD556
DVD598
DVD595
DVD592
DVD585
DRW2030
DRW2050
Pls quote it with built in DivX function.
Thanks
Tania
Dear Tania,
Thanks for your new enquiry.
I recommend you the following model.
DivX-592 USD23.5 1*40GP=3500pcs
DRW-2039 USD88.1*40GP=2100pcs
Please ensure that the quantity is 1*40GP, for now we really could not accept less than 1*20FCL.
We discussed many times for the price before. Now nearly everything is fixed. Could you let me know some exciting news from your side?
Waiting you reply soon.
Thanks and regards.
Water
Dear Water,
I’m very pleased to receive your e-mail but I’d be very glad if we might close DivX order at the price of USD2300.
Please encourage our long-term relationship meeting my request. As I said to you we need to buy Portable DVD, home theatre, DVD recorder. So if you meet us we will be very pleased to refer only to your company for all this kind of items.
Sure that you will meet my request and hoping to go ahead with our relationship.
BR
Tania
Notes
客戶需要好的價(jià)格支持。對(duì)于工廠來說，也需要大的訂單支持。彼此之間要尋求合適的合作平臺(tái)。工廠給予最優(yōu)惠的價(jià)格，客戶購買盡可能大的批次數(shù)量。
T: Good morning. Water, how are you today?
W: hi, Tania, I’m fine. How are you?
W: Sorry I was a little busy and went away just now. Today I am full hands. But could you check your e-mail? I have replied you by e-mail
Notes:
盡量避免以太直接的方式商談價(jià)格。需要明確的是，如果所銷售的商品不是快速流轉(zhuǎn)或者庫存的商品，而是需要時(shí)間制造，也需要較長時(shí)間走貨的商品，應(yīng)盡量避免和客戶長時(shí)間直接交鋒。
文中，其實(shí)是故意很久才回客戶。和客戶以MSN直接談價(jià)格，時(shí)間久了就會(huì)出現(xiàn)僵持的局面。價(jià)格是很重要的話題，不同的產(chǎn)品需要不一樣的溝通方式，或者結(jié)合不同的方式去談。
T: yes.
T: as divx pls accept usd22.5, and close this deal immediately.
W: pls see my e-mail. And let us proceed as it.
T: ok, I saw it, is it ok 1*40GP, but pls accept USD22.5 as agreed for the previous deal.
Pls meet me and close everything.
W: I must clarify that
T: I know.
W: so the price far out of control.
T: normal size is expensive than mini size one.
W: then the price is different, and now we quote you best best price and MOQ.
T: come on, water, you are a very great company. If you want you can meet my interest.
W: thanks for your appreciation. But now for the quantity, I may not do.
T: you know DivX in
W: also you know I have allowed you the cheapest price now.
T: help me to be competitive.
W: Tania, we have many workers to make products for you. As a factory, we could not lose cost to do business, I think you could understand.
T: I understand your position
W: so come on.
T: but…pls understand my position, I don’t want to go out from DivX market for the high price.
W: yes, so we gave you the best price. We have done much for you. Pls do your part also. Some cents are really important for a factory.
T: for mini size?
W: I strove many times for competitive prices; the manager really went crazy…
T: but I changed the items and pls meet me on the price for this new item.
W: ya…I gave the good price already.
T: you have grant us no discount on it.
W: oh… you know at first usd22.8/unit, but finally we confirmed you usd22.5 for the previous order.
T: only 0.03you took off.
W: I think it is o.3.
T: yes, sorry, Water, it’s very hard to negotiate with you. Tell me what I have to do make you softer.
W: I have done much for you. I also wish to do more. But we will bankrupt. How you wish us to be like that?
T: at this point I really don’t know. I have to talk to my boss. I think he cannot accept this price. It’s really too high for us. I am sorry for that.
T: hi water, I am sorry my boss says that it is too high we cannot accept. Could you decrease the price up to usd22.8?
W: sorry my boss could not accept the price you gave.
T: don’t even 22.8
W: I think we have given the best price. Pls study again. I also think you must compare with other suppliers.
T: I did it.
W: yes, we are waiting for your exciting news.
T: my exciting news is that I’d appreciate very much your divx at the price of usd22.8. I pay you today if you could give me this price.
W: I wish to give you, but my boss will kill me.
T: I think you could persuade him if you want.
W: please kindly send me by e-mail. I will reply you officially.
Notes
MSN作為一種即時(shí)的，更為直接的溝通方式，語言運(yùn)用可以更輕松幽默。但是切忌混亂，要清晰自己的方向，注重引導(dǎo)客戶，向客戶提出互利的合作方法。
Dear Tania,
Thanks for your kindly e-mail. Glad to talk to you by MSN. But still something is open to the deal.
We know that the price is a big issue for an order, as we negotiated many many times. As now you suggest the price USD22.8 for DivX. Again I have tried to explain your future orders to my manager. But USD23 for DivX is the best and final price. See I have done many things for this order. I really wish you also do your part to go forward. Of course I wish we could establish long-term relationship together. And consider you as one of our best customers. But without your efforts, we could not realize win-win.
Believe you could do this time.
Thanks and regards,
Water
Notes
MSN等即時(shí)的溝通方式，客戶下線之后，可能不把在線聊天的內(nèi)容放在心上，或者會(huì)忘記。無論所談的價(jià)格是否有變化，配合地寫一封正式的郵件加以說明情況尤為重要。把涉及的內(nèi)容，清晰地向客戶一一列明。因?yàn)猷]件的保存時(shí)間更長，隨時(shí)都可以回查。如果是即時(shí)工具，這些數(shù)據(jù)或者資料比較容易遺忘和丟失。
Dear Water,
Thanks. I appreciate your efforts for me and my company.
Please send me PI for 1*40GP and also I need you to send the picture + technical features. How long do you take for sending out the goods?
Thanks
Tania
Dear Tania,
Thanks very much for you great support to me and please find the attachment of the order PI and photo of the unit DVD-592.
Please kindly noted the leading time is 30 days for shipment.
Awaiting your comments soon.
Thanks and regards,
Water
Notes
關(guān)于訂單數(shù)量，客戶一般也會(huì)考慮實(shí)際情況，要求可能會(huì)低于工廠要求，但是通過適時(shí)的溝通，也可能會(huì)增加一定的數(shù)量。即使不增加數(shù)量，但從工廠的角度來說，為了維持客戶的穩(wěn)定和持續(xù)合作，也會(huì)接單。這里還是強(qiáng)調(diào)對(duì)客戶的把握。無論客戶采取何種談判策略，比如故意拖延時(shí)間，故意不理睬，以方便壓價(jià)。工廠的目標(biāo)都是以拿到訂單為主。如果價(jià)格在可接受的范圍之內(nèi)，有機(jī)會(huì)就不能放過，要盡快把訂單拿下。即時(shí)出現(xiàn)意想不到的狀況，比如開始的時(shí)候不能接受客戶的低價(jià)，后來又接受此價(jià)格。這樣，溝通要充分體現(xiàn)承上啟下，不至于讓客戶覺得是在玩游戲。價(jià)格談判，需要充分調(diào)動(dòng)思維，運(yùn)用掌握的知識(shí)，整合各方面的內(nèi)容，整理出切實(shí)可行的方法。
文中，客戶已經(jīng)接受了數(shù)量1*40GP，價(jià)格方面也有更大的支持，互惠互利始終是雙方最看重的。
§點(diǎn)石成金
1. 不同的溝通方式要靈活運(yùn)用。
2. 知己知彼，百戰(zhàn)百勝。
3. 時(shí)時(shí)提升個(gè)人對(duì)問題的處理能力和承擔(dān)能力。
Sample 3
Ask lower price after the show
Dear Echo,
Thank you for you reply.
There is a problem with prices. In MIDO you (or your BOSS) offered us much lower prices by about 1.2-1.5$.
We would like to remind you, that there is very tough competition on EU market.
Best regards,
Tomas
Notes
1. 展銷會(huì)的價(jià)格和平時(shí)的銷售價(jià)格，有時(shí)候會(huì)有所不同。通常展銷會(huì)上的報(bào)價(jià)要比平時(shí)的報(bào)價(jià)便宜一些。這也是展銷會(huì)的一種營銷策略，展示好的產(chǎn)品，并提供合適的價(jià)格贏取客戶的訂單。
2. 展會(huì)之后聯(lián)系客戶，由于在錄入客戶資料時(shí)，遺漏了一些信息，所以把資料分發(fā)給業(yè)務(wù)員跟進(jìn)的時(shí)候，報(bào)價(jià)等就會(huì)出現(xiàn)一些偏差?？梢酝ㄟ^查看展會(huì)記錄，并根據(jù)當(dāng)時(shí)的實(shí)際情況進(jìn)行調(diào)整。
Reply to the above
Dear Tomas,
Hope you spent a wonderful holiday.
Regarding your information, I checked with our boss again, the recorded price for you are as below:
＞SUN-300 with price USD2.00
＞SUN-400 with price USD2.8
＞SNOW-700 with price USD8.00
＞SNOW-900 with price USD10.00
＞SNOW-1100 with price USD9.00
＞SNOW-1300 with price USD7.50
＞MX-1700 with price 12.00
And all of above price were not included the packing charges.
Have I made myself understood? I also would like to remind the price our boss gave you in the MIDO SHOW were on the basis of MOQ 1000pcs for each model. But your order quantity do not reach 1000pcs per model. So, the cost would be a little higher normally.
Anyway, we are so expecting to open market in CZECH with you, and finally, I persuaded our boss to maintain the price you gave in MIDO. Please find the attached updated PI for your reference. Also, we expect to receive your deposit soon.
If there is any question, please contact us freely.
Best regards,
Echo
Notes
1. 聯(lián)系人不是參展展會(huì)的人，某些細(xì)節(jié)，比如價(jià)格可能會(huì)出現(xiàn)一些誤會(huì)。需要作出適當(dāng)?shù)亟忉尯透Ｍ瑫r(shí)也提醒客戶可能會(huì)忽略的其他細(xì)節(jié)，以免造成更多的誤解，延誤訂單。
2. 最低訂單量是工廠對(duì)一個(gè)具體訂單的要求。每個(gè)訂單都要基于一定的數(shù)量之上才能安排下流水線生產(chǎn)。如果訂單量較少，材料的報(bào)廢率會(huì)比較高，人工和機(jī)器等方面的消耗也大，總的生產(chǎn)成本將會(huì)大大提高。對(duì)于工廠來說，面對(duì)較低的銷售價(jià)格，壓力很大，也很難安排下線生產(chǎn)。通常情況下，報(bào)價(jià)也會(huì)抬高一些。這對(duì)于客戶來說，有些事表示理解的，有些卻認(rèn)為是不可以接受的。所以在洽談業(yè)務(wù)過程中，主要是需要業(yè)務(wù)員去和客戶溝通，達(dá)成共識(shí)。
Dear Echo,
Thank you for quick answer and your understanding of our situation.
Please tell us SWIFT code of Your bank for dispatch payment. Tell us the exact term when the goods will be prepared for transport.
The transport won’t be by ship (sea) but by AIR. Our transport company (TRANSFORWARDING) will contact you.
Please confirm (signed) the PI, it is important for our tax office.
Best Regards
TOM
Best Tomas,
Thank you for your kind reply. I would like to reply you as below.
·Leading time: June 15, upon your deposit within this week
·Swift code, please refer to our proforma invoce as attached signed and stamped.
·Transportation. OK, we are waiting for your forwarder’s information.
Hope to hear from you soon.
Best regards!
Echo
Notes
問題式郵件的回復(fù)要領(lǐng)是分點(diǎn)。通過分點(diǎn)，可以清晰地闡明客戶想知道的問題，也可以提醒客戶一些注意事項(xiàng)。
§點(diǎn)石成金
1. 解決問題，主要從細(xì)節(jié)入手。
2. 細(xì)心周到的服務(wù)，贏取先機(jī)。
Sample 4
Discussing lower price by details
問題點(diǎn)：
經(jīng)常會(huì)遇到這樣的問題，價(jià)格報(bào)出去了，客人的回復(fù)是，“謝謝你的報(bào)價(jià)，但你的價(jià)格抬高了”，對(duì)于這樣的問題，怎樣敲開客戶的金口，讓你清楚地了解他的實(shí)際意圖，并達(dá)到合作？以下郵件將一一分析和解答。
Dear Yvonne Yueng,
Thanks for prompt reply. But I think it’s too much expensive. The market competition is quite hard. Please give a better price.
Tony
Someone replies as below:
Hi Tony,
Regarding the offer of memo foam pillow, to be frank, something it’s out of our control to quote you such price. US dollars drop dramatically these days, as all cost of material rising highly before Olympic Games.
Hope you could understand. But if your order is a large one, I will persuade our boss to give a special offer for you.
BR/Yvonne
分析：
1. 回復(fù)直觀，只是簡單回復(fù)客戶提出的問題，沒有互動(dòng)，沒有更深入的溝通。
2. 操之過急，文中的郵件回復(fù)缺乏對(duì)客戶的詢問，也沒有針對(duì)性。雖然價(jià)格較高的原因是客觀存在的，但是在沒有清楚了解客戶的實(shí)際需要之前，必須限期了解，了解到一定的情況之后再深入溝通，更容易把業(yè)務(wù)談成?？蛻舻泥]件屬于探路階段，并沒有過多地陳述他的實(shí)際情況。這樣，回復(fù)郵件可以通過了解的方式達(dá)到互動(dòng)溝通的目的。首先要探知客戶的實(shí)際需求。接下來，再談其他問題會(huì)更順暢。
Dear Tony,
Thank you very much for your kind feedback.
Regarding to the model I introduced to you, is it suitable for your market? We appreciate that if you could feedback us more information.
The offer for the current period is good, but can you let me know what your quantity for initial order is? And can I know your ideas about the target price please? We hope we can work out a suitable way to meet your demand and start our cooperation.
Looking forward to your positive reply soon
Best regards,
Yvonne
Notes
1. 全方位地考慮整個(gè)case, 實(shí)際報(bào)價(jià)是否偏高。價(jià)格的構(gòu)成是有條件的，對(duì)客戶可以使用詢問的方式了解情況。但問題不能太多，主要了解關(guān)鍵的幾個(gè)問題即可。有來有往，溝通起來會(huì)越來越順暢。訂單的進(jìn)展也會(huì)加快。
2. 個(gè)人對(duì)于客戶和公司來說，起到橋梁的作用。對(duì)內(nèi)，要盡力維護(hù)公司的利益，對(duì)外要為客戶著想。但前提是要先對(duì)內(nèi)再對(duì)外。因?yàn)樽约菏紫纫獮楣緞?chuàng)造效益，這樣才能實(shí)現(xiàn)多贏的局面?？偟膩碚f，關(guān)鍵在于把握信息，引導(dǎo)客戶，在不斷地說服和被說服中實(shí)現(xiàn)合作。
Sample 5
Market competition request for lower price
Dear Water,
I need a cheap model, without battery 18$ target price for 7000pcs, DivX function.
BR,
Javier Ayllion
Dear Javier,
Thank you for your kind feedback.
As per your request, the best offer we can do is US$20.
Awaiting your comments
Best regards,
Water
Dear Water,
At the end they are 12k. I need 18$ or I can not do it.
BR
Javier Ayllon
Dear Javier,
US$19
Hope you can understand. As the cost is there. You really can calculate part by part. To support you and for our long-term cooperation, we won’t make margin about this order for purpose. We only hope we can help each other.
Please kindly confirm.
Best regards.
Water
Notes
1. 和客戶認(rèn)識(shí)比較久，連續(xù)的溝通，內(nèi)容相對(duì)也比較簡單。但這里要強(qiáng)調(diào)的一點(diǎn)是，無論客戶回復(fù)郵件是否有稱呼，我們自己必須要有稱呼，而且使用dear，要形成習(xí)慣。
2. 說到價(jià)格問題，避免直接拒絕。比如，“不行，我就這個(gè)價(jià)格，你能做就做，不能做就不做”。溝通也是要循序漸進(jìn)的，價(jià)格可以慢慢平衡?？腿俗尣降耐瑫r(shí)，自己可以讓的也要適當(dāng)?shù)刈尣?；不能讓的，要多做解釋說明，讓人信服。
Dear Water,
Full fill attached file with the profile of your company. This is very important. Send me SPEC sheet and Picture, too.
I do not want any new product; I want to buy an old product, already MP and tested. I need a sample now.
BR
Javier Ayllon
Dear Javier,
1) The company profile as attached.
2) Item A706, PDVD with USB/CARD READER,
3) SPEC as attached. For two models.
Awaiting your comment
Best regards,
Water
Notes
1. 客戶通常會(huì)有一份標(biāo)準(zhǔn)的公司情況調(diào)查表。在合作之前，會(huì)讓供應(yīng)商填寫詳細(xì)的公司情況，比如工人數(shù)量，研發(fā)人員數(shù)量，生產(chǎn)能力，產(chǎn)品線，產(chǎn)品的主要功能，產(chǎn)品安全認(rèn)證等方面。對(duì)于客戶來說，方便查看，對(duì)比和了解。
2. 明確肯定地回復(fù)客戶的問題，以免引起誤會(huì)。
Dear Javier,
For your project PDVD with USB/CARD READER,
Good news for you. I got further support from my boss. Finally US$18 for 12K is accepted. Hoping it is OK to your side and confirm this order soon.
Please comment.
Best regards,
Water
Notes
1. 之前的報(bào)價(jià)與客戶的目標(biāo)價(jià)相比，高兩美金。
2. 知道客戶把價(jià)格壓得很低，為了幫助客戶盡快下單，也考慮到客戶的大訂單對(duì)公司的重要性。通過進(jìn)一步的核算和溝通，公司高層最后決定同意客戶的目標(biāo)價(jià)。這也說明價(jià)格都是有商量余地的，關(guān)鍵在于怎么談。
3. 有好消息告知客戶，要在對(duì)方可以看到的第一時(shí)間發(fā)出通知。語言運(yùn)用要更加具有渲染力和說服力，以表示我想和客戶合作，通過努力也達(dá)到了他的要求。大家要設(shè)計(jì)自己的溝通，第一步，第二步，第三步等。每一步的內(nèi)容和進(jìn)展如何要有一個(gè)總結(jié)，循序漸進(jìn)。
Dear Water,
Thank you. I will keep you informed about this.
BR,
Javier Ayllon
Dear Water,
Please confirm you can reach $17.5 for the A-706. Is it with battery or not? Because the spec sheet shows with battery.
BR
Javier Ayllon
Dear Javier,
Thanks for your kind e-mail.
As per your request, please kindly noted it is WITHOUT battery.
The offer for 12
We have to offer much loss, I believe you won’t want to see us close down.
Thank you. Please comment.
Best regards,
Water
OK. Understand,
Thank you, Water.
BR,
Javier Ayllon
Notes
1. 作為貿(mào)易商的客戶，在價(jià)格上壓力相對(duì)大些，而且市場(chǎng)競(jìng)爭也激烈。壓價(jià)再壓價(jià)是一部分客戶的家常便飯。面對(duì)客戶給予的壓力，要輕松對(duì)待，嚴(yán)密防守。除了價(jià)格以外，在其他細(xì)節(jié)方面如果也能幫助客戶，拿到訂單也不是很困難的事。
2. 不同國家的人，無論做生意與否也有不同的特點(diǎn)。需要在平時(shí)積累，從而運(yùn)用到客戶分析中。
3. 價(jià)格是一個(gè)難題，沒有最低的價(jià)格，只有更低。價(jià)格在一定的條件下已經(jīng)無法降低，但和客戶的要求還有距離。郵件回復(fù)中，堅(jiān)持原有價(jià)格的同時(shí)，更要加以說明情況。合情合理，圓滿收?qǐng)觥?/span>
3. Selling price increasing for sale
問題點(diǎn)：
1) 由于產(chǎn)品材料漲價(jià)等原因，產(chǎn)品需要升價(jià)銷售?？蛻舨煌饣蛘卟唤邮堋?/span>
2) 以下面的實(shí)際案例為例，分析存在的問題點(diǎn)和適當(dāng)?shù)慕鉀Q方法。
Dear Yvonne,
I need to increase this order, with the following:
120*200 8pc
90*200 40pc
2000 pillows
Sorry to ask you but can you try to send the new PI today?
Thanks,
David
Dear David,
Re: Memory Foam Pillow
For this time, we charge $21.00/ pc. Due to US dollars dropping and raw materials rising these days.
Hope you could understand.
Thanks,
Yvonne
Dear Yvonne,
Cancel the pillows.
David
Hi David,
Good day to you.
Called you yesterday, but was told you were not in the office.
Firstly, I am so so sorry about the price of memo foam pillow. We will keep the price USD20 for you. The reason why we keep $20.00/pc (the margins are so small you would not believe.) is because we appreciate our long-term business relationships. And there comes more order, of course! But the fact is US dollar dropping dramatically early this year, and all cost of raw materials rising highly before Olympic Games. Now we charge new buyers $25.50/pc (CNY180.00, $1.00=￥6.90) so please don’t let such chance get away…could you kindly let us know when could we expect the deposit?
Secondly, attached please find the pillow logo for your approval is it the one for you? For we can’t find all the files of before.
Finally, sorry for any inconvenience cause.
Hope all is well!
Regards,
Yvonne
分析：
1) 文中，客戶表示增加訂單數(shù)量，回復(fù)沒有對(duì)客戶表示感謝，禮節(jié)有所欠缺。
2) 對(duì)增加成本的說法太突然，沒有適當(dāng)?shù)膰?。無法體現(xiàn)升價(jià)的實(shí)際原因是大家都不希望的，是不得已的。鋪墊不過誠懇，客人將很難接受。
3) 產(chǎn)品升價(jià)銷售是一個(gè)大難題。因?yàn)楹芏鄷r(shí)候，產(chǎn)品的價(jià)格是越走越低，而不是越走越高。僅僅依靠簡單的說要升價(jià)銷售，就希望對(duì)方答應(yīng)自己的要求是及其困難的。要誠懇地向?qū)Ψ秸f明升價(jià)的實(shí)際原因，這個(gè)舉動(dòng)是不得已的，表示需要對(duì)方的諒解和理解并得到支持。承諾可以幫助客戶就要竭盡全力。要從讓對(duì)方接受的角度去考慮問題的解決方法。
4) 文中，最后表示接受開始的報(bào)價(jià)，沒有很好地表達(dá)出為什么接受原來的價(jià)格的原因。
5) 回復(fù)郵件，合理的解釋必須簡明扼要，比如，真的是由于美金匯率下跌，原材料價(jià)格飛漲，使工廠很被動(dòng)，也帶來了巨大的壓力。并對(duì)此給對(duì)方帶來的不便，請(qǐng)求諒解，希望可以接受。說道接受原來的報(bào)價(jià)時(shí)，也有必要簡短說明理由。如果不說，對(duì)方會(huì)覺得自己是在玩游戲，高興了就接受，不高興就抬價(jià)。比如可以說，考慮到雙方之間的長久合作和給自己的巨大支持，經(jīng)過自己的努力爭取，公司同意原來的價(jià)格。由自己的公司承擔(dān)這些成本壓力，希望雙方以后的合作更密切，給以更多的訂單支持。
建議回復(fù)：
Dear David,
Good day to you.
I tried to get you on the phone yesterday, but it was a pity that you were not in the office.
Regarding the offer of memo foam pillow, sorry to cause you some inconveniences. We hope to keep the same US$ 20/pc, the offer is really special for you. You know well the cost of furniture, and we are a factory and we have to cover much cost on factory management. The pressure is quite heavy for us. Now the US dollar drops dramatically as well, but the material cost is rising. Sometimes we are forced to increase the price. But we always do best to cover more on our side.
For the current order, to be frank, now we offer to other customers’ US$ 22.5/pc. We’d keep it as a secret. To appreciate our long-term cooperation.
Our boss finally promised the price USD20/pc. Believe now we can move forward the order as planned. Could you kindly let us know when we can expect the deposit?
At the same time, attached please find the pillow logo for your approval. Is it the one for you?
Best regards,
Yvonne
Notes
1. 開篇提及給客戶打電話。表示重視與客戶之間的合作。誠懇！
2. 說明接受開始的報(bào)價(jià)。簡潔的說明理由，由于工程面臨各種的壓力，在情在理。客戶會(huì)比較樂意接受。
3. 加以強(qiáng)調(diào)說明價(jià)格的優(yōu)惠和特別允許，以利于客戶容易接受和加速訂單的進(jìn)展。
4. 期望。加強(qiáng)對(duì)解決問題的肯定。
§點(diǎn)石成金
禮節(jié)在郵件回復(fù)中及其重要。誠懇也是談生意的一種手段。即時(shí)是老客戶，必要的客氣也是需要的，特別是談?wù)搩r(jià)格問題的時(shí)候。大家往往會(huì)忽視這一點(diǎn)，覺得與客戶之間很熟悉了，可以直接點(diǎn)，姿態(tài)抬高點(diǎn)，表現(xiàn)出傲慢的態(tài)度。值得注意的是，服務(wù)是一種心理的愉悅感受。如果客戶對(duì)服務(wù)產(chǎn)生厭倦或者不耐煩的時(shí)候，慢慢的就會(huì)與你拉遠(yuǎn)距離。這對(duì)于客戶的發(fā)展來說是不利的。所以要始終保持一種謙遜的態(tài)度對(duì)待每一個(gè)客戶。做到了，就會(huì)贏得更多訂單。
每個(gè)客戶對(duì)問題的反應(yīng)都是不同的，這需要去分析和區(qū)別對(duì)待。也不是每個(gè)客戶都會(huì)覺得你所陳述的理由是對(duì)的，是理所當(dāng)然的。這只是我們自己的一廂情愿，而不是客戶的意愿。在很多客戶看來，要互相幫忙，才能建立長久的合作。事出有因，需要明確告訴客戶為什么，讓他有一個(gè)可以接受或者商談的理由，也給自己留有余地。不然很容易就會(huì)丟失訂單。
做業(yè)務(wù)需要多溝通，雙方建立信任才能成功?？蛻粼诖笱蟊税叮粡埓笥唵尾豢赡芤幌伦泳徒o某個(gè)人。要讓客戶相信自己，只有通過不斷地溝通和信息交換?；ハ嘀g的溝通是否順暢，在溝通中客戶是否感受到自己的專業(yè)和敬業(yè)精神，都直接影響到合作的成功。如果客戶接收到的信息都是有效的，而且各方面的條件都合適，就會(huì)成功。
Unit 4 package
包裝
內(nèi)容簡介
包裝是產(chǎn)品不可缺少的一部分。這包括產(chǎn)品主題的絲印和貼紙，說明書，保修卡，產(chǎn)品外包裝，運(yùn)輸包裝。精美的外包裝有利于銷售，堅(jiān)固的運(yùn)輸包裝在遠(yuǎn)洋運(yùn)輸和裝卸過程中起到保護(hù)作用。在業(yè)務(wù)過程中，這將涉及設(shè)計(jì)文件的制作和確認(rèn)。
Sample I Labels and gift box revise and confirmation
Dear Paola,
Attached is the rating label for your translation. Thank you.
Best regards,
Water
Hi water,
Check the Italian translation for the rating label. Please , insert the model code on the rating label of
Looking forward to receive the rating label revised before you proceed to printing it.
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you. I will send back for your confirmation tomorrow morning.
Good night.
Best regards,
Water
Hi water,
Find the gift box art work attached. You can download the print file from this link:
http://www.duem.it/clienti/pdvd950tv.zip
please, insert the barcode and send me the full gift box for my last approval.
My B. Rgds
Ms. Paola Esposito
Dear Paola,
Thank you. Well received the gift box for
But now about the one in Silver color? I think you got it now, I sent you here again.
I would like to mention as below.
1)
2)
Please let me know. I don’t need to revise it, so don’t worry!
Please find the attached file for
And please confirm me the SPEC sheet as attached. We have to confirm the functions with you. As I have to arrange for production as per that file.
By the way, I got your L/C advice today from our bank. Thank you.
Looking forward to your reply soon
Best regards,
Water
Hi water,
Please, read my BLUE reply below and revise the rating label attached. Find the shipping mark attached!
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply. I would like to revert as below.
I already got the SPEC confirmation. But one question please, about the serial number.
As there are two different colors, I have to instruct our factory to make it clear; I would like to fix the serial number like this,
1) DPM PDVD650, in black color, it is beginning from SH65000 to SH65505.
2) LX PDVD650, in silver color, it is beginning from SH65506 to SH66006
Please let me know it is OK or not.
Regarding the shipping mark, as it includes main mark and side mark, please find the attached file for my understanding, is it OK?
Regarding the revise artwork, I would send back for your confirmation soon.
Awaiting your comments
Best regards,
Water
Hi Water,
Check my BLUE reply.
Rgds
Ms. Paola Esposito
Dear Paola,
Here is the rating label for
Best regards,
Water
Hi water,
They are OK, you can proceed to printing. Thanks for your kind cooperation.
B. Rgds
Ms. Paola Esposito
Dear Paola,
Well understand the rating labels are confirmed.
Thank you.
Best regards,
Water
Dear Paola,
This is Water, I would like to enclose the gift box for your reference. Revised already. Please kindly confirm it back to me.
Thank you.
Best regards,
Water
Hi Water,
It’s Ok, proceed with all gift boxes.
Rgds
Ms. Paola Esposito
Sample 2 DVD player artwork design revise and confirmation
Dear water,
Is it possible to use these pictures (with some small changes) for our order?
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Thank you for the gift box design. It looks cool.
We could do as per your request. But can you send us the photo of the model? If we use the photo from the image you sent to me, it is not good for mass production. Because it’s low quality.
Or could we use the similar photo to replace? Also you can send me the photos you need for our reference.
And if you got the AI or CDR format about the gift box, that would be fine. And we just need to make some small changes.
Awaiting your comments,
Best regards,
Water
Dear water,
Sorry, we don’t have AI or CDR format. That was the reason why I ask you to do, if a jpg picture is suitable.
Yes, you can use your model’s picture. I hope, the model will be nice.
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Thank you for you replies.
OK, we will source some photos for background of the gift box.
By the way, can you send me the word file of Russian wordings? It can help us to finish the design and can save time I think.
Awaiting for your reply.
Best regards,
Water
Dear Dmitry,
Please refer to the attachment for the user manual of small size 10201.
Best regards,
Water
Dear Dmitry,
Please refer to the attachments for
1. BRAND 10201 front and rear panel silk printing
2. BRAND 10202 front and rear panel silk printing
Please reply with you comments.
Best regards,
Water
Dear Dmitry,
How are you doing?
1. Have you checked the SPEC sheet? Please kindly advise back with your comments.
2. How about the artworks?
Please feel free to reply.
Best regards,
Water
Dear Water,
Thank you very much for your kind support!
The SPEC sheet and the artworks will be checked today.
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Please refer to the attachment for 10201/02 RC silk printing. Please kindly confirm back soon.
And about the gift box design, can you send me the Russian language translation in word format?
As per your draft, the functions are as attached. But the model 10201/02, no optical output, please offer me the translation properly.
Awaiting your reply soon
Best regards,
Water
Dear water,
Please arrange following amendments to the player’s panel:
10201 front panel:
Please add DIVX, MP3, JPEG signs
Please make BRAND logo 2 times bigger
Could you please add a smile picture (as shown attached)
10202 front panel:
Please add a MPEG4 sign
Please add POWER inscription near the POWER button
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Please refer to the attachment for the revised panel silk printing. And kindly confirm soon.
Thank you.
Best regards,
Water
Dear Water,
Please find attached the confirmed panels for 10201 and 10202.
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Thank you for your kind confirmation. Well received the files.
Best regards,
Water
Notes
關(guān)于包裝設(shè)計(jì)涉及的內(nèi)容一般較多，可能出現(xiàn)反復(fù)修改的情況，也極容易出錯(cuò)。在制作和確認(rèn)的過程中要特別細(xì)致，領(lǐng)會(huì)客戶的意思，制作出客戶滿意的設(shè)計(jì)。在一定的時(shí)間內(nèi)，完成制作和確認(rèn)，因?yàn)檫@將直接影響生產(chǎn)部分制定生產(chǎn)計(jì)劃表。通常生產(chǎn)部門除了需要生產(chǎn)物料備齊之外，還需要收到一整套確認(rèn)的包裝設(shè)計(jì)才能安排生產(chǎn)。
Unit 5 Payment Term
付款方式
內(nèi)容簡介
付款方式也是影響訂單的因素之一。不同的付款方式對(duì)于出口商和進(jìn)口商的風(fēng)險(xiǎn)也不同。國際上的付款方式有很多種，主要分為三大類：匯付，托收，信用證。常用的有兩種，一種是匯付中的電匯，另一種是信用證。在實(shí)際的業(yè)務(wù)操作中，也可能出現(xiàn)多種付款方式結(jié)合使用的情況。
本章的內(nèi)容，主要講述如何和客戶溝通落實(shí)遠(yuǎn)期信用證60天的過程。并以此拋磚引玉，加強(qiáng)大家解決問題的信心。
背景介紹：來自意大利的客戶，訂單價(jià)格及其他各項(xiàng)細(xì)節(jié)已經(jīng)確定，可是由于付款方式的問題，訂單卡住了。期間，客戶還去獨(dú)家半個(gè)月?？腿巳ザ燃倭?，我的日子就難過了。因?yàn)榭傁Ｍ唵味帱c(diǎn)再多點(diǎn)。這是欲望的驅(qū)使，也是一種動(dòng)力！
Sample 1 Order confirmation
Hi water,
I’m ready to launch the 1st trial order to you in this way:
1. A706 item with monitor
500pcs DM brand, in black color;
500pcs LEXI brand, in silver color.
2. A903 item with monitor
300psc DM brand, in black color.
3. Payment term: 100% LC 60days
4. delivery: 40days after the L/C opening
Looking forward to hearing from you very soon.
PS. Consider our office will be closed on August 9-24 for summer holidays.
Best Regards,
Ms. Paola Esposito
Notes
客戶的訂單要求很詳細(xì)，是一個(gè)很專業(yè)，很細(xì)心的客戶。學(xué)習(xí)客戶這種精神和做法。
Dear Paola,
Thank you for your great support to me. Regarding your order, I would like to reply you as below.
1. OK. Confirmed
2. Will you consider larger quantity for
3. Payment term. To be frank, we always do with customers by 30% T/T in advance, and balance T/T before shipment for a sum of payment less than $200000. As you know the bank charges with will be higher for L/C opening. For your coming order, the best we can do is L/C at sight. I think it is fair to both of us. Believe you can understand and confirm this point.
4. Delivery: 40 days upon L/C at sight opening.
We hope we could confirm the details together before your holiday. And begin some artworks in advance.
Awaiting your comments.
Best regard,
Water
Notes
1. 業(yè)務(wù)往來中，客戶往往會(huì)采用對(duì)自己比較有利的付款方式，但供應(yīng)商的收款風(fēng)險(xiǎn)就增加了。一般情況下，較常見和常用的付款方式有兩種。第一種是即期信用證，信用證屬于銀行信用。雙方都通過一家 的銀行來支付和收取貨款。對(duì)于雙方來說，這種付款方式也比較安全。第二種是預(yù)付訂金。預(yù)付訂金百分之幾，要根據(jù)每個(gè)公司以及產(chǎn)品類型，或者和客戶商談的情況而定，但一般情況下，預(yù)付30%是比較常見的，這對(duì)于供應(yīng)商來說也是一個(gè)保障。因?yàn)榭蛻粼趪?，而供?yīng)商采購產(chǎn)品物料需要墊付高額貨款。馭手部分訂金，大大降低了客戶取消訂單的可能。同樣，收取余款的方式也要根據(jù)不同的情況而定。比如先付清余款再出貨，或貨物裝船后即付，或客戶見提單復(fù)印件后即付，或貨物到港后即付等。一般情況下，客戶必須在出貨前付清余款，供應(yīng)商才安排出貨。
2. 文中，分點(diǎn)陳述問題的方法值得學(xué)習(xí)和經(jīng)常使用。分點(diǎn)陳述，表達(dá)清晰明了，容易閱讀。
3. 由于某個(gè)產(chǎn)品的訂單數(shù)量太少，總要努力爭取更多?？赡芡ㄟ^溝通或者提出一個(gè)更好的價(jià)格，客戶的訂單數(shù)量也許會(huì)有所增加。也因?yàn)橛唵螖?shù)量少，不利于安排生產(chǎn)，工廠成本也比較高。如果能達(dá)到最低訂單量以上，對(duì)于工廠和個(gè)人來說都可以創(chuàng)收。
4. 客戶采取遠(yuǎn)期信用證付款，對(duì)于客戶的融資有利。時(shí)間越長，對(duì)客戶越有利。因?yàn)榭蛻粼谝欢〞r(shí)間內(nèi)，可能已經(jīng)賣完所有的產(chǎn)品，貨款也已經(jīng)進(jìn)賬。等于是利用出口商的錢去賺錢。但對(duì)于出口商來說，資金被占用太久，不利于內(nèi)部周轉(zhuǎn)，但有利于增加業(yè)務(wù)量。
5. 談付款方式，第一步要先運(yùn)用公司的基本原則和客戶談，陳述有說服力的理由。因?yàn)楣镜幕驹瓌t一般情況下是不會(huì)改變的，其他情況可以酌情考慮。面對(duì)客戶，作為銷售人員，能和客戶談判也是必備的一種能力。
Sample 2 Payment negotiation
Dear Paola,
Please kindly note that our booth number in IFA Berlin is 29.226.
For the payment term, the best we can do is L/C at sight, really. As I informed you by MSN, we always do by T/T with other customers.
Regarding your order, you place it with two models. Our boss also cares it very much. I had a hard discussion with my boss; finally she allowed the payment by L/C at sight. But normally she only accepts T/T. I really do my best to move forward the project, believe you also do your efforts to move forward.
Can I get your support?
Welcome your visit to our Berlin Show. And wish you a very happy summer vocation.
Awaiting your comments,
Best regards,
Water
Notes
1. 文中，運(yùn)用了比較的方法。拿其他客戶的做法和該客戶的做法相比較。著重突出對(duì)客戶的優(yōu)惠和特別支持。同樣，對(duì)比的方法也可以用在價(jià)格和數(shù)量等方面的談判上。
2. 即時(shí)溝通工具MSN可以快速傳遞某些產(chǎn)品信息和價(jià)格信息等。如果用于價(jià)格談判，不是非常有效，但可以結(jié)合著使用。在談話過程中，遇到棘手的問題不能得罪客人，可以適時(shí)地結(jié)束談話，說明將馬上處理并以郵件回復(fù)。有時(shí)候有些東西不能急著回復(fù)，因?yàn)檫@些問題都是很敏感，很難纏，很不好解決的問題。給自己一點(diǎn)時(shí)間考慮，但不能拖延要對(duì)客戶有交代，讓客戶知道你會(huì)怎樣做。這樣更容易解決問題。
3. Orders always don’t come easy. 訂單都是來之不易的。需要從細(xì)節(jié)方面去溝通，彼此尋找合適的平衡點(diǎn)去合作。
4. 邀請(qǐng)客戶參加展銷會(huì)，這也是增加客戶信心和進(jìn)一步溝通的最好方式。
Dear Water,
Thanks for your effort. After the discussion with my boss we can just accept to help you with rates on the 60 days. But, we cannot accept L/C at sight. If you want to proceed, let me know the total amount rate and I will discuss with my boss.
Thanks for your attention.
Have a nice day.
Best regards,
Ms. Paola Esposito
Notes
客戶雖然不接受即期信用證的提議，但是也盡力往合作的方向靠近。客戶提出原意支付一定的利息，說明客戶對(duì)樣品測(cè)試結(jié)果還是挺滿意的，而且有合作的意向。
Dear Paola,
Thank you very much for your efforts.
Regarding the coming order, we really hope you can do more efforts and hope you can support us by L/C at sight for payment term. I can fully understand what you mean by MSN that you have to invest much into three brands in Nola Italy. You must aware that we also have to invest much into materials purchase. If the payment is tied up for a long time, we cannot proceed well for customers. As you know the loader and TFT screen cost much. So L/C at sight is fairer for both of us. Believe we have to support each other for better cooperation.
On the other hand, the offer is quite competitive. W cannot afford the
Let’s confirm L/C at sight. Come on, Paola. Thank you.
Awaiting your comments.
Best regards,
Water
Notes
1. 客戶不接受提議，公司部接受客戶的要求，這樣談判就進(jìn)入了僵局。第二步，要打開僵局，需要進(jìn)一步深入解釋，給予更充分的理由說明難處。一次又一次的努力，希望可以用真誠感動(dòng)客戶。
2. 郵件中藥運(yùn)用正面的，積極地語言，也要適時(shí)地強(qiáng)調(diào)付款方式。引導(dǎo)客戶向自己的方向靠近。
Dear Water,
Thanks for your effort. After the discussion with my boss we can just accept to help you with rates on the 60 days. But, we cannot accept L/C at sight. If you want to proceed, let me know the total amount rate and I will discuss with my boss.
Thanks for your attention.
Have a nice day.
B Rgds
Ms. Paola Esposito
Notes
客戶始終堅(jiān)持L/C60天付款，也堅(jiān)持原意支付一定的利息作為補(bǔ)償。體現(xiàn)客戶合作的意愿比較強(qiáng)烈。雖然始終無法說服客戶以及其信用證付款，但可以說是條件談判中小小的勝利。
Sample 3 Skills on payment term discussion
Dear Paola,
How are you doing? Hope you enjoyed your Olympic Games, and had a very wonderful summer holiday.
Can I know some updating news about the payment term from you? Hope there would be the positive comments for us.
Please kindly note that the
Please feel free to comment. Thank you.
Best regards,
Water
Notes
1.2008年8月奧運(yùn)會(huì)期間也是客戶的暑假，客戶去休假了，但是付款方式尚未落實(shí)。心急卻只能等。
2.問候和祝福始終不能少，這也是聯(lián)系客戶的一個(gè)理由。
3.隨時(shí)向客戶提供信息。用有效信息網(wǎng)羅客戶的訂單。
Dear Paola,
Glad to hear that you visited our booth in IFA Berlin. Believed you got much useful information there.
Regarding our cooperation, the payment term, we wish to suggest as below.
1) L/C 30 days after the date of B/L, and pay 1% interest of total order value.
2) L/C 60 days after the date of B/L, and pay 3% interest of total order value.
3) L/C at sight for total order value.
Awaiting your comments
Best regards,
Water
Notes
1. 每年9月初，利用客戶出席德國IFA展的機(jī)會(huì)，面談合作方式，以此增加客戶的信心。
2. 展會(huì)之后，更積極地和客戶溝通，提出更多可選的方案，讓客戶權(quán)衡。
3. 有一些疑問，通過即時(shí)溝通工具交流更方便快捷。以下是MSN的一些對(duì)話。
P: I need to know how much increase the price for each piece of PDVD for L/C 60 days. How much in money the 3%?
W: Total amount, 85750*3&=$ 2572.5
P: Send me your offer with price for 2000pcs of
W: OK, thank you.
P: Thank you. I will wait for you.
P: I got your e-mail.
W: Thank you. Is it OK?
P: About USD2.11 more for each price, too much. I can accept with USD1.00 more. Anyway, I can pay you max USD1500 of interest, no more.
W: For total interest, say $2000.
P: USD 1500, Water, and then I can try to discuss to my boss for your PL.
W: It is hard for me to confirm with you at that. Anyway, please wait for me. Let me try.
P: OK. Thanks. I will wait for you.
W: Hoping that we could do more business in near future. Finally our boss promised and we confirm $1500. So I will revise the PI for you.
Notes
1. 老外不習(xí)慣算數(shù)。如果要表達(dá)金額的時(shí)候，最好一次性告訴客戶總金額是多少。比如一臺(tái)機(jī)器，說少一種功能，少多少錢，老外不習(xí)慣這樣的方式。而是要清楚地告訴客戶，他購買的產(chǎn)品有什么功能，是什么價(jià)格。
2. 文中，客戶提出降低利息，由于談判已進(jìn)行一段時(shí)間，為了和客戶盡快展開合作，最后答應(yīng)客戶提出降低利息的要求，雙方最終確認(rèn)付款方式是L/C60天，客戶同意并支付USD1500的利息。
Dear Paola,
How are you doing? Can I know some updating news from you? When can I expect your L/C draft?
Looking forward to hearing from you soon.
Best regards,
Water
Notes
客戶是一個(gè)比較用心的客戶，斷定了我們想和他合作的愿望，所以再三的要求。雖然對(duì)客戶的變卦非常傷心，但還是要做最后的努力，盡量爭取對(duì)自己更為有利的條件。比如，增加數(shù)量，減少信用證到期的時(shí)間等。
Water,
Believe me I’m ready to be frank with you just after the prices and proposal received during the fair! Many suppliers give me some price and accept L/C 60 days. Unfortunately this isn’t a good period for all companies, and the dollar situation is very bad for us, I think it’s for this many Chinese suppliers understand the situation to reduce the prices and accept this term payment. Furthermore, the
Let me know your decision, since I have to proceed to receive the goods in November.
Thanks for your support and attention,
My B.Rgds
Ms. Paola Esposito
Notes
美金在2008年下半年比較動(dòng)蕩，下跌很厲害，全球經(jīng)濟(jì)也比較萎靡，確實(shí)讓很多人傷心。以前圣誕節(jié)的前一段時(shí)間，客戶的訂單讓各個(gè)工廠忙得不可開交，不愁沒有訂單的工廠在2008年也不得不降低門檻，接受客戶的苛刻要求。這對(duì)于客戶來說，一方面是出于風(fēng)險(xiǎn)考慮；另一方面也在考驗(yàn)工廠，因?yàn)榇藭r(shí)許多工廠無力維持龐大的支出而選擇倒閉。如果工廠倒閉，客戶的損失也將無可計(jì)算。所以有些客戶會(huì)采取某些比較安全的措施來降低自己的風(fēng)險(xiǎn)。
Sample
Dear Paola,
Sorry for the late reply.
Talked to my boss about your projects again. It is quite difficult for me. But good news for you, we accept your suggestion L/C 60 days. Let’s confirm it now. And please issue the L/C draft for us to check first. Can you do this today?
Before Nov., surely we could make prompt shipment to your country for sales then. Hoping we could do larger order in near future. And believe we could do better for you also.
Looking forward to hearing from you soon.
Best regards,
Water
Notes
1. 此時(shí)，我們已經(jīng)答應(yīng)了客戶所有的要去哦。撰寫郵件要適當(dāng)?shù)耐怀鰧?duì)客戶的幫助和支持。這樣顯得更有人情味，在以后出現(xiàn)某些問題時(shí)，可能有點(diǎn)幫助。
2. 從生產(chǎn)到出貨有一段時(shí)間的生產(chǎn)期，肯定客戶的出貨時(shí)間，表達(dá)長期合作的意愿。
Hi water,
Thanks for your efforts. Before my financial dept proceed to open the L/C, I forgot to tell you I need FCA SZ term. Please provide to it and send me the PI revised.
B. Rgd
Ms. Paola Esposito
Notes
好事多磨，客戶的要求總是出其不意。不過出貨方式FCA和F0B的差別只是本地費(fèi)用的不同。 FCA是客戶支付本地產(chǎn)生的費(fèi)用。比如貨物進(jìn)倉費(fèi)。因?yàn)榭蛻艉拓洿局g簽訂相關(guān)合同，運(yùn)費(fèi)和其他的一些港口雜費(fèi)，在價(jià)格上可能有優(yōu)惠。如果以FOB方式成交，所有的本地費(fèi)用將由出口商承擔(dān)。
Dear Paola,
Sorry for the late reply as we had sales meeting just now.
Ok, we can do FCA Shenzhen. Please find the revised PI as attached. But please kindly noted that we will clear the customs ourselves.
Thank you.
Best regards,
Water
Notes
客戶只是更改成交方式，這對(duì)于出口商來說是有利的?？梢怨?jié)省一小部分的費(fèi)用開支。答應(yīng)，肯定是沒有問題的。
Hi Water,
Find the PI signed in the attachment. I will send you the L/C draft for your approval asap.
My B. Rgds,
Ms. Paola Esposito
Dear Paola,
Thank you for your kind confirmation about the PI. I come back for work this morning.
Can you open the L/C today?
Looking forward to your comments soon.
Best regards,
Water
Notes
假期之后還是沒有收到客戶的信用證確認(rèn)，所以催問客戶的進(jìn)展。希望可以盡快開出信用證，以便盡快安排生產(chǎn)。
Hi water,
The L/C is ready to go to the bank today. I will send you the draft within tomorrow so you can check and we can go, finally, ahead with the other details!
My B. Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for the information. Sorry to keep you waiting another day. And I will confirm you the L/C till tomorrow, as my boss has to check it first. But personally speaking, the L/C is OK.
Best regards,
Water
Notes
不能立即回復(fù)的問題，也要及時(shí)回復(fù)客戶，并告知具體的解決問題的時(shí)間，有利于訂單的進(jìn)一步發(fā)展。
Dear Paola,
Sorry for the late reply about L/C. The L/C is OK. Please go ahead.
Have a nice day.
Best regards,
Water
Hi water,
I got all e-mail about certificates. And thanks for your L/C confirmation.
Thanks for your cooperation.
B. Rgds
Ms. Paola Esposito
§點(diǎn)石成金
1. 以公司基本原則為準(zhǔn)則，具體問題具體分析。
2. 遠(yuǎn)期信用證的使用，必須了解客戶的資信情況以及了解客戶銀行的信用。必須遵循安全收匯的原則。
3. 認(rèn)識(shí)客戶的談判技巧，見風(fēng)使舵，根據(jù)形勢(shì)把握訂單。
Unit 6 Shipment Advice
裝船通知
Sample I Confirm shipping details
Dear water,
How are you? Our forwarder’s information as below.
Com: DALLTD.
Contact person: Ms. Daisy Chan daisy@dal.com
Ship by sea to our agent in
Com: Net Logistic
Add: Eskolantic 1, 4 floor 00720
Contact person: Ludmila Suominen
Tel: +358 20 755 82
Mob: +358 40 867 92
Fax: -358 20 755 82
E-mail: ludmila.suominen@netlogistic.com
Arrival Port-Kotka (port Mussalo)
Water: Well understand.
Please, put the following data into the papers covering orders:
1) The Invoice and Packing List should be made for: WMT LTD Rm.1501, One Peking,
Water: Well understand. But no need contact person? Before sending to courier, I will send to you for confirmation first.
2) Please, put in the B/L Cinsignee, Notify party-according to our instructions.
Water: OK, will do as per your instructions.
3) Please, don’t put in papers “Acmra, ACM, Acpower, Rostkkiy Dmitry” etc.
Water: well understand
4) Shipping mark-WMT
If any questions, please let me know.
Best regards,
Irina
Dear Irina,
Thanks for your kind information about forwarder. I will contact with her accordingly. I think I already knew her, as you asked DAL to send the samples before. By the way, have you got the samples we sent to you? In fact the new samples, also sent by DAL Daisy I guess.
First, please find my reply in your e-mail in Blue. Here below I would like to make sure the points with you together.
A: Regarding the shipment details. In order to make it more clear, I would like to make sure with you again as below.
Delivery terms: FOB Shenzhen, FREIGHT COLLECT-right
Consignee: TO ORDER-the same notify party
Notify Party: right
Net Logistic
1, 4 floor 00720
Contact: Ludmila Suominen
Tel: +358 20 755 82
Fax: +358 20 755 82
Port of discharge: Kotka
Place of delivery: Kotka
Description of goods: (please explain to me, as some countries is quite strict to this kind of product) charger
If you have something to remind me, please keep me informed.
B: Shipping Mark.
Will you have your own shipping mark? “WMT” for
We would suggest the following. Please advise your comment.
a. main mark OK
WMT
C/No.:
b. side mark OK
QTY:
N.W:
G.W:
MEAS:
And for your reference, the package should be: 40PCS/CTN, Gross weight::
Look forward to hearing from you.
Best regards,
Water
Notes
如果是信用證付款，信用證上會(huì)明確地陳述所有關(guān)于出貨的細(xì)節(jié)。一般情況下，在租船訂艙或者交單時(shí)無須再向客戶咨詢。只需要根據(jù)信用證陳述的要求去做即可。如果不是信用證付款，在出貨之前，必須向客戶了解并核實(shí)出貨的細(xì)節(jié)要求。因?yàn)檫@些文件關(guān)系到客戶在當(dāng)?shù)厥欠窨梢郧尻P(guān)，或者是否容易清關(guān)，這也是文件的基本要求。
Dear water,
Thank you for your e-mail. Also, please find my reply in your e-mail in Blue.
Contact person in the invoice and PL not necessary. For us will be better, if you will make telex release. Is it possible?
Irina
Notes
郵件回復(fù)的特點(diǎn)。通常回復(fù)客戶的郵件是新寫一個(gè)文本，在新的文本里回復(fù)客戶的問題，或者表達(dá)溝通的信息。但是，由于問題點(diǎn)太多，回復(fù)時(shí)為避免重復(fù)陳述的麻煩，在原郵件里直接回復(fù)問題也是常見的，這樣的回復(fù)清楚明了，也節(jié)省時(shí)間。回復(fù)郵件的字體顏色和原郵件的字體顏色不同即可，一般以藍(lán)色為主。也可以在回復(fù)的內(nèi)容前加入自己的名字，這樣讓客戶更清楚地知道哪些是你的回復(fù)。明白要確認(rèn)的東西，直接肯定。如果有疑問，可以提出叫對(duì)方回答。
Dear Irina,
Thank very much for your kind reply.
Well understand. Then we will do telex release for you.
I’m looking forward to hearing from you.
Best regards,
Water
Notes
一般情況下，發(fā)貨人通過銀行交單或?qū)⑻嶝泦渭慕o收貨人。因?yàn)樘嶝泦问秦浳锼袡?quán)的憑證，收貨人只有拿到正本提單后才可以提貨。由于電放后發(fā)貨人將不再掌握貨權(quán)，因此在辦理電放前一定要確認(rèn)發(fā)貨人能夠安全收款，否則極易造成錢貨兩空的局面。
電放就是憑電子的，電傳的或者傳真件放行的意思。提單文件電放在貿(mào)易中也是常見的一種操作方式。因?yàn)檫@種方式快捷，便利。但這種方式只適用于在貨款已安全入賬的前提下操作。電放文件適用于航程較短的國家，比如日本，韓國只有兩天左右的航程，如果通過銀行寄送，文件尚未到達(dá)貨物已經(jīng)到港，為了不影響收獲，電放文件更為適合，收貨人憑文件傳真件即可提貨。另一種情況是客戶直接要求電放。因?yàn)殡姺盼募?duì)某些國家的客戶清關(guān)可以提供便利，這樣也可以省去寄送文件的一些費(fèi)用。
Dear Irina,
How are you doing?
I would like to inform you that the goods will be ready of shipment on April 30th. Could you arrange the balance payment for Proforma Invoice ＃GW080402-01 accordingly?
I already sent the booking to Daisy. I think she will confirm the details with you then.
Looking forward to hearing from you.
Best regards,
Water
Notes
1. 如果是T/T付款，應(yīng)提前通知客戶貨物完成的時(shí)間和出貨時(shí)間，以便客戶安排驗(yàn)貨和支付余款。安排余款時(shí)，有些客戶要求提供簽章的商業(yè)發(fā)票，根據(jù)實(shí)際要求制作文件即可。另外，也需要提前聯(lián)系客戶的貨代公司了解船期，以免延誤。
2. 向客戶提供問題之外的信息，比如已經(jīng)和客戶的貨代取得聯(lián)系，或者已經(jīng)安排訂艙等。主動(dòng)讓客戶了解訂單的進(jìn)展情況，讓客戶放心，這也是體現(xiàn)服務(wù)的一種方式。
Dear Water,
Thank you for you e-mail. We shall pay balance in the near future.
Irina
Dear Irina,
Thanks for your information about payment in the near future. We are waiting for your bank receipt then. By the way, I already booked space with Daisy this morning.
As the shipment from
Look forward to your reply soon.
Best regards,
Water
Dear water,
FOB HK-ok
Irina
Notes
1. 郵件標(biāo)題是一封郵件主要內(nèi)容的體現(xiàn)。在撰寫郵件時(shí)，往往需要明確標(biāo)題，或者根據(jù)郵件內(nèi)容修改標(biāo)題，這樣接收郵件的人在查找郵件時(shí)可節(jié)省時(shí)間，也更容易了解郵件的主要內(nèi)容。
2. 文中，主要的內(nèi)容是更改交貨港，標(biāo)題可以寫成Change FOB Shenzhen to FOB HK.這樣就方便接收郵件的人閱讀和了解。
3. 因?yàn)橄愀凼亲杂少Q(mào)易港，相對(duì)于大陸的一些港口，對(duì)于某些公司來說操作更為方便。但是從大陸到香港需要支付額外的運(yùn)費(fèi)，所以在訂單談判時(shí)，需要明確交貨港。如果需要更改，要和客戶商量。
Dear Irina,
Well understand. Thanks. We will arrange well for you and inform you the details accordingly.
Best regards,
Water
Dear water,
How are you? We have prepared payment. On Monday-Tuesday money will be on your account. Please see attachment.
Irina
Dear Irina,
Thanks for your kind arrangement. I will check and arrange shipment accordingly.
Best regards,
Water
Notes
T/T付款在一般情況下，3個(gè)工作日即可入賬。如果有銀行匯款回執(zhí)單（通常稱為銀行水單），更容易查詢匯款情況。即使款項(xiàng)尚未入賬，也可以查到賬款的具體情況。所以在客戶轉(zhuǎn)賬后，通常都會(huì)要求客戶提供銀行水單。特別是在收訂金的時(shí)候，因?yàn)槭盏姐y行水單之后，可以說賬款已經(jīng)打出，正常情況下，工廠是確認(rèn)客戶的訂金到賬之后才安排備料及生產(chǎn)，但這個(gè)時(shí)候工廠可以提前備料，或者準(zhǔn)備訂單的設(shè)計(jì)材料等。這樣有利于保證交貨時(shí)間。
Dear Water,
How are you? Did you receive money?
Irina
Dear Irina,
Today we may get it. And I will keep you informed.
Your forwarder has offered the S/O to us. We will catch the vessel on May 6th.
Best regards,
Water
Notes
客戶關(guān)心的問題要肯定回復(fù)，做到讓客戶放心。這樣既體現(xiàn)了公司的服務(wù)水平，也體現(xiàn)了自己的工作效率?？蛻舻臐M意度提高了，對(duì)公司形象和個(gè)人形象的提高都是非常有好處的。讓訂單操作順暢，是更多訂單的前提保障。
Dear Irina,
How are you doing?
Please find the attachment, B/L copy for reference. Hope you can confirm me soon.
Looking forward to your early reply.
Best regards,
Water
Dear Water,
We confirm it is OK. Please go ahead.
Irina
Dear Irina,
Herewith enclosed the original B/L for your record. We have telex released for you.
Best regards,
Water
Notes
在正本提單出來之前，一般都有副本供確認(rèn)。除了提單之外，還需要同時(shí)向客戶提供其他出貨文件，比如商業(yè)發(fā)票，裝箱單等客戶要求的文件。因?yàn)榭蛻艨赡軐?duì)產(chǎn)品描述等有一定的要求，不能出現(xiàn)什么文字，需要包括哪些內(nèi)容。所以，向客戶提供提單和其他出貨文件確認(rèn)也是關(guān)鍵的一步。
Sample 2 Confirm shipping documents draft
Dear Water,
Please, when you issue all shipping documents, before sending to the bank, send a copy to me for my approval.
Thanks for your cooperation.
Best regards,
Paola
Dear Paola,
Thank you for your kind e-mail. Sure I will send you the PI and other DOCs for your confirmation before sending to bank.
Thank you.
Water
Dear Paola,
Good morning. Herewith I wish to enclose the revised PI for your check first. Please advice.
Could you confirm with UPS about the shipment date? I wish to send the goods to UPS before Nov.12th which is the vessel closing date as UPS told me. Therefore we could catch it for shipment.
Looking forward to hearing from you soon.
Best regards,
Water
Hi water,
The PI is correct now! I inform UPS to manage your shipment soon.
Hi Piera, Hi Carl,
Mr. Water, from
Looking forward to receiving confirmation asap.
My B. Rgds,
Paola
Dear Paola,
How are you doing? This is water. I use my alternative e-mail to contact you because my business e-mail is broken today.
We have sent the goods to UPS today. Please kindly check the attached photos for your reference.
Thank you
Best regards,
Water
Hi Water,
Thanks for you e-mail. Please, start to send all shipping documents copy by e-mail before you send them to the bank so I can check!
Thanks for you attention and support.
Rgds,
Paola
Dear Paola,
Here is the shipping DOCs for your reference, including CI, PL and BL. Please kindly advise back soon.
By the way, the LSCD license is under application and the C/O too. Will send you the copy for reference later.
Looking forward to hearing from you soon.
Best regards,
Water
Dear Paola,
Reminder!!!
Could you kindly confirm the attached shipping DOCs soon? As I have to confirm with UPS to issue the original B/L.
Thank you for your kind attention.
Best regards,
Water
Notes
客戶沒有及時(shí)回復(fù)郵件，需要提醒客戶確認(rèn)文件。只需要轉(zhuǎn)發(fā)原郵件，并在郵件中寫一個(gè)reminder或者friendly reminder，顯得更客氣一些。另外，在平常的客戶聯(lián)系中也可以這樣寫，第一次提醒可以寫first reminder，第二次寫second reminder,超過兩次，就需要再寫一封郵件探明客戶處于什么狀態(tài)，或者直接打電話聯(lián)系。在郵件中，如果需要強(qiáng)調(diào)客戶確認(rèn)的內(nèi)容，可以再陳述一次。提醒的單詞用不同的顏色標(biāo)出，說明這是要提醒客戶要重視的。
Hi water,
For the BL
The notify has to be for:
SMG
Interporto Campano Lotto H, G1 80035-Nola, NA,
For the Invoice:
You have to correct the Invoice with right amount (USD 85.235,50) as the revised PI sent to me. Send me them again for my approval before sending all documents to the bank.
Water, don’t forget to insert certificate copies (CE, Rohs, LSCD) and lab test, certificate of origin.
Looking forward to hearing from you very soon.
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply. For your comments, I would reply you as below.
1. notify. As your L/C stipulate the notify is the same as applicant, and your applicant is:
SMG
VIA E. CORCIONI 30
OK, it’s our legal registered office.
It is not the notify you said to me here. I think we have to do as per L/C
2. we will offer other DOCs as per your L/C request.
OK
3. by the way, I think we have to revise the shipper name and address. It should be as per the L/C. Will revise it the same as beneficiary in L/C, I will send you the copy later.
I will wait for your copies.
Look forward to your confirmation soon.
Best regards,
Water
Hi Water,
Check my red reply below.
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply.
A. Revised B/L, please check as attached.
B. C/O and LSCD license, please check as attached.
Hope it is OK now and kindly confirm soon please.
And please excuse all the in conveniences caused. Believe in future we could do better for you.
Best regards,
Water
Hi water,
Now it’s ok, please, send the original shipping documents to the bank asap.
Thanks for your cooperation. Surely, in future we will cooperate better.
B.Rgds,
Ms. Paola Esposito
Notes
1. 在和客戶合作的過程中，無論是哪一個(gè)步驟都有可能出現(xiàn)狀況，杜絕狀況的發(fā)生是我們應(yīng)該做的。但是如果狀況發(fā)生了，我們要積極地面對(duì)，要和客戶形成有效的溝通。特別是以L/C付款而且是遠(yuǎn)期信用證，風(fēng)險(xiǎn)更大，這樣在文件處理方面需要更加細(xì)致。
2. 解決問題之后，適當(dāng)?shù)叵蚩蛻舯磉_(dá)歉意，并表達(dá)將來的合作態(tài)度。讓客戶形成一種愉悅的心理感受，從心底感受到我們真誠的服務(wù)。從而使以后的合作更加密切。
Unit 7 complaint
申訴
內(nèi)容簡介
1. Missing goods
Dear Paola,
Good morning.
Have you got the goods? And how about the DOCs? Hope everything is going well.
Looking forward to hearing from you.
Best regards,
Water
Hi water,
Just today I got the goods and they are missing 12pcs from the carton box closed:
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind feedback.
For the case you mentioned, could you let me know more information? If the following situation happened, please state us clearly. We must check and solve properly.
1. How many cartons you received for each item? (7. and
2. The carton is blank?
3. Or it is less than 5pcs in 6 cartons? Namely every carton is 4pcs or 3pcs or 2pcs or only 1pc, but not 5pcs.
If possible, please show me some photos. I will check with our factory carefully, too. Hope we could find out what the real situation is.
Looking forward to your comments soon.
Best regards,
Water
Dear water,
Now I cannot show the pictures more since you know we have just 1 day to arrange the goods for our customers, you know the goods shipped by delay from
Anyway, I have the report from the warehouse, the pieces missing from first No.1-12 master box! Some master box missed 1 piece or 2 pieces!
Rgds
Ms. Paola Esosito
Dear Paola,
Merry Christmas to you. Thank you for your kind feedback.
I understand what you told us. We are sorry it happened in such case. Please ask your warehouse people to mark down the details and let me know.
1. Are there giftbox in the cartons?
2. With accessories or no accessories at all?
3. Or with poly foam to stuff the empty room in the carton?
4. Other details.
Please describe more details to me and it could help to find out the problem happened by when.
I have to say that we have tied two belts on the carton to protect, and to avoid others opening the carton. And we weigh the cartons before shipment. If the belts are loose and gone, it would be easy to open and to seal again. And because of LCL shipment, the player may be gone in customs warehouse. But it is surprising that the players are missed from carton No.1-12. anyway we are not sure and cannot judge how it caused till now.
Looking forward to your further reply.
Merry Christmas and best wishes to you and your family and to SMG.
Best regards,
Water
Dear Paola,
Happy New Year!
I would like to talk to you about the missing goods. Shall we know that if you have found out the details? If you have more information, please kindly let me know.
Looking forward to hearing from you.
Best regards,
Water
Notes
產(chǎn)品到港之后少貨的現(xiàn)象也時(shí)有出現(xiàn)?？赡苁枪S漏裝，在裝箱和發(fā)貨時(shí)沒有發(fā)現(xiàn)。還有可能是在國內(nèi)或在國外的海關(guān)倉庫或者碼頭出現(xiàn)一些狀況而出現(xiàn)少貨。出現(xiàn)少貨的現(xiàn)象之后，必須向客戶清楚了解情況，按要求提供相關(guān)圖片說明。比如，打開貨柜之后的圖片，紙箱包裝拆箱之前和之后的圖片，包裝箱內(nèi)的圖片等一系列圖片，這樣更容易分析問題到底出現(xiàn)在哪個(gè)環(huán)節(jié)。
同時(shí)，向客戶提供出貨時(shí)的圖片，說明出貨的做法及可能出現(xiàn)問題的環(huán)節(jié)。互相配合，安撫客戶的情緒，積極幫助客戶解決問題。
2. Making wrong production
Dear Oscar,
For the order PI090408, we are going to finish it and arrange for delivery on next Monday, 13th, Jul. Now after checking the finished products, we found something different according to the order, some mouse we have done it with USB, not with U+P.
We are sorry for this case. We would like to talk to you about this shipment for these 4 000pcs products. Listing as below.
BL-M0319 1000PCS USB
BL-M0339 1000PCS USB
BL-M0206 2000PCS USB
We believe the mouse with USB is also popularly used in your markets. We sincerely hope you could accept this discrepancy and allow for shipment. As you know if we change to the mouse with U+P, we have to change the chipset and remake the mouse, that will spend much time, and it is also not good to remake the mouse, it will ruin its appearance.
Currently, most f the goods are OK, some just need packing. And we already got the S/O from forwarder today, the vessel closing time is on 15th Jul. We should load it on 13th Jul.
Surely we must do our part to fulfill the responsibility. We agree to reduce US＄400 will be deducted from the total value.
Please kindly understand and help to confirm. We have to catch the vessel closing on 15th Jul. Thanks in advance.
Best regards,
Cindy
Dear Cindy,
USB is OK, no problem; please send me the new PI and the commercial invoice.
Have a good day,
Sincerely,
Oscar Castillo Saldarriaga
Notes
通?？蛻魧?duì)OEM產(chǎn)品都有指定的功能要求，唯一的產(chǎn)品包裝。業(yè)務(wù)員在和工廠確認(rèn)資料的過程中，可能由于客戶的資料過多，漏掉一些需要確認(rèn)的內(nèi)容，或因疏忽造成確認(rèn)資料錯(cuò)誤。這些不符點(diǎn)可能在生產(chǎn)的過程中唄發(fā)現(xiàn)，或者被自己的驗(yàn)貨人員在驗(yàn)貨時(shí)發(fā)現(xiàn)，甚至直到客戶的驗(yàn)貨人員驗(yàn)貨時(shí)才發(fā)現(xiàn)。無論是何時(shí)發(fā)現(xiàn)，出現(xiàn)返工的情況都是及其嚴(yán)重的。因?yàn)檫@將涉及一筆返工費(fèi)用，比如人工費(fèi)，耗材費(fèi)，最主要的是時(shí)間的浪費(fèi)。因?yàn)榉倒な呛軓?fù)雜，很繁瑣的一個(gè)過程，特別是在產(chǎn)品的銷售旺季，時(shí)間更顯得珍貴。通常這個(gè)時(shí)候的訂單生產(chǎn)周期都排得比較滿。一旦出現(xiàn)錯(cuò)誤或者產(chǎn)品被拒，將打亂所有的生產(chǎn)排期，造成被動(dòng)。
但錯(cuò)誤已經(jīng)造成，也要正確對(duì)待。追究責(zé)任是應(yīng)該的，但當(dāng)務(wù)之急不是追究責(zé)任，而是如何妥善地解決問題。無論對(duì)于工廠或者客戶來說時(shí)間都是寶貴的。分析問題的情況，看是屬于產(chǎn)品性能問題，包裝問題，還是外觀問題。這些問題是否影響產(chǎn)品的正常使用，是否有礙運(yùn)輸，是否影響銷售。還有工廠的解決方法。每一點(diǎn)都分析完畢之后，就需要寫一封詳盡的郵件，告知客戶具體的情況和解決的方法?？蛻粲袥Q定權(quán)，拒絕或者接受。但是作為銷售人員，需要向客戶分析發(fā)現(xiàn)的問題，把事情的輕重緩急向客戶言明。如果不是非常嚴(yán)重的問題，客戶也回根據(jù)具體的情況而接收不符點(diǎn)或者做出輕微的修改。
杜絕問題的最好的方法就是認(rèn)真對(duì)待工作，將工作做細(xì)致。多一雙眼留意客戶的要求。
3. Making wrong OSD language
Dear water,
Yes, I have already got these pictures. But could you please send me an XLS file where I can revise the incorrect word.
Thank you!
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Have you tested the software I sent you before? It is from other customer, who used it in his orders.
You know he place orders every 20days and the quantity is from 1500pcs to 3500pcs every time.
And he has no defective comments for the OSD. Here I would like to enclose the file he revised for your reference.
For your coming order soon, we will do it 100% correctly.
Awaiting your comments.
Best regards,
Water
Dear water,
I have sent you an e-mail regarding the PDVD
Sorry, but I haven’t received any answer on it. We’d like to solve the problem with PDVD
By the way, we are going to visit HK and
Will it be possible to visit you and your factory on Oct, 21-23?
Thank you!
Best regards,
Dmitry Umrikhin
Dear Dmitry,
We are sorry that you found the defects in the
The PDF file is used for our other
As per the photos you sent me. The defect is found in Remote control operation it is not found in SETUP function. I must ask our engineer to make it right. But now I have to tell the fact that our factory is in another province, not in Shenzhen, and the goods was already in Shenzhen office now, packed well for shipment. I understand that the OSD menu is quite important for your market. Currently the menu mostly is correct, right? And how many points is wrong for
So can I know when you wish to make the balance payment?
We also will exhibit in Guangzhou Fair. We sincerely invite you to visit us on Oct. 15th-20th.
Exhibiter name: HIGH VIDEO TECHNOLOGY CO., LTD
Address: Pazhou Exhibition Centre,
Time: Oct. 15th-Oct. 20th
Booth No.:
When you stay in Shenzhen, sure we welcome your visit to our office and factory. When you fix your schedule, you could tell/call me. I will arrange everything for you. If you need some help from me, don’t hesitate to let me know also.
Looking forward to your comments. Thank you.
Best regards,
Water
Dear Water,
I have already answered on this e-mail.
Yes, the PDF file is mostly OK and it is acceptable. But the screen shots, that you have sent, consist words that are not present in the PDF file. And many of these words are written incorrect.
Please find some samples attached. If you could install the PDF file into portable PDVD
Best regards,
Dmitry Umrikhin
Dear Dmitry,
About
This month, October is really a special one for us, very busy. And the closing date is on Oct.11th. Hopefully we could catch this vessel.
When you visit our company, I will show you the sample, and make sure the OSD menu is revised and correct.
Hope it is workable.
Best regards,
Water
Dear Water,
OK, after consulting with our sales department we decided not to delay the shipment. We will arrange the payment today.
Please pay attention, the PDVD
Could you please not mention spare parts in the documents? And hide it in the middle of container? So we could pass many formalities in our side.
Looking forward to receiving the xls file.
Thank you!
Best regards,
Dmitry Umrikhin
Dear Dmitry,
How are you doing?
Thank you very much for your kind support. We must do well for you in future.
Well noted you don’t wish to show the spare parts for small size on shipping DOCs. We will do it for you.
To make sure the shipment on Oct.11th, please arrange the payment ASAP. If you could pay us this morning, your time, hopefully we could get the payment on Oct. 10th. Then we will load the goods for shipment immediately. Please send me the bank receipt for reference when you make the balance payment for
Thank you
Best regards,
Water
4. Making wrong giftbox
Dear Dmitry,
I would like to discuss one thing with you about the giftbox 10202.
Could you check the attachment? As you can see that both sides are made in English, not one side in English, one side in Russian.
Samples are right. But supplier made it wrong for mass production. We are very sorry for this. I hope you can accept it for this lot to catch the vessel.
Please comment.
Best regards,
Water
Dear Dmitry,
I have to be honest to you. All total giftbox 3750pcs for model 10202 is ready in factory and waiting for package.
Dear Water,
Sorry for a late reply—still troubles with my computer,
I’m really disappointed to hear the last news. As per Russian legislation, we are not allowed to sell in
I hope you will find possibility to glue the stickers on the marked place. If not, please send it together with the order.
Look forward to receiving your reply.
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Good morning. Thank you for your notice. Well understand your local rules. We feel sorry to make you in trouble about the giftbox.
Please send the file again as no attachment in your last e-mail. I think we have to bother you again also. As it will cost 2 days to make the stickers. Bt we are loading today to catch the vessel. It cannot be sent with the goods. We will send to you by courier. Surely we will pay the freight charges to
Look forward to the sticker contents.
Best regards,
Water
Dear water,
Please find the file attached for sticker.
Please start the printing as soon as possible.
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Good morning. Hope you had a happy flight back to
Regarding the sticker, I would like to ell that the sticker is for item 10202, not for item 10201. But your attached photo is for item 10201. Could you confirm it is the same text?
By the way, how is about the shipping DOCs? Is it OK now? Could you also confirm me or advise me some message? We hope to arrange local charges to
Looking forward to hearing from you soon.
Best regards,
Water
Dear Water,
Please advise if you have already printed the stickers on the giftbox.
Thank you!
Best regards,
Dmitry Umrikhin
Dear Dmitry,
Sorry for the late reply about stickers, I hope to send you today or tomorrow.
Thank you.
Best regards,
Water
Dear Water,
OK, thank you! Please find the consignee details attached:
1092,
BOOO
Dmitry Umrikhin
Dear Dmitry,
How are you doing? I think I have to check the stickers delivery again as the financial blocked the shipment.
Sorry for the inconveniences.
Best regards,
Water
Dear Dmitry,
The stickers are sent out. You may get it today or tomorrow. DHL tracking ＃:199 9190 874
Thank you.
Best regards,
Water
5. Making wrong product color
Hi Simon,
We approved the white connector heads, but received the black ones. The samples that we paid for you to send were meant to be white, but your supplier sent black. This is where the confusion lies.
Please can you sort with Calvin? Calvin, please can you send all your contact info on Simon.
With kind regards,
Max Denyer
Hi Simon,
We’ve contacted with your supplier, Anco Company-Mr. Water, e-mail address: water@power.cn. Please also see the packing list attached.
Thank you.
Calvin Chan
Dear all,
To confirm, we DO NOT want black connector heads.
With kind regards,
Max Denyer
Julia,
We will refuse to receive the connector head from Water unless this issue is clear.
Thank you.
Calvin Chan
Dear Water,
Good morning!
This is Julia, Calvin’s colleague. I would help to follow up Simon’s case. Please see e-mail above. I think we make a mistake that we should have received the WHITE CONNECTER not BLACK. Please confirm.
Thanks and best regards!
Julia
Dear Julia,
Thanks for you e-mail. Please let me talk to Simon first. If we have any further notice, I will let your know immediately.
Thanks for your kind help again.
Best regards,
Water
Hello Water,
Apparently, someone has called your factory today and someone has sent Calvin’s company an image of black connectors. But Popota needs the white ones they approved.
Did the package have the white one in? Why is someone sending images to Calvin’s company of the black?
Please will you call my mobile when you can +44 (0) 17066 138.
Cheers,
Simon
Dear Simon,
Good morning. Thank you for your kind information.
Regarding the connectors, it may happen as what you said. Someone sent the image to Popota. But sure not me.
About your order, when you placed it, we didn’t have your instruction that the connector must be in white color. Or which connector/connectors are in white color. Normally we offer black color (only one color) for a order. So you could find the connectors are in black color. But we can make it as per your instructions for your next order.
Therefore we hope we can fix it in black color for this order. For the coming order, surely we could make the color as what you confirmed to us.
Best regards,
Water
Hello Water,
Popota are saying that the samples are white and this is what thay approved. They are saying they do not want the black color.
What can you do?
Also you have not received the other payment, right? I have checked with my bank and they are saying that it’s left our bank and has been received in yours.
Attached is the confirmation please check with your accounts as this is so urgent!
Cheers,
Simon
Dear Water,
Thank you for your hospitality last night. It was great to meet you and your boss.
I would just like to confirm some of the important points raised during the dinner:
·You will ship Popota’s order today, I have spoken to Leo today and he will ready to receive.
·You will send the black tips for this order only when you will send white tips, I will get the supplier details from Leo for the white tips for you.
·Calvin will investigate if he will ship directly to Popata from mainland, if not Fahami you need to confirm this with ULI(Lilian). Please confirm by e-mail you have received this e-mail and its OK for you to do this.
·Water, I need an exact lead-time for my customer for the 3—1 charger, please bear in mind we really have to produce these quickly as it’s a trial order, and we have no impress them with our service, we also need to get other orders in before Christmas and if you delay we will be in a position to do this.
Please let me know if I have left any important point or action off this e-mail.
Thanks again, Water, for all your great efforts and support to the BACH team.
Speak soon,
Simon
Dear Simon,
Thank you for your detailed information. It is pleasant to meet you again. We also appreciated your kind help for us on the connecters. Believe our cooperation will be more smooth.
I would like to reply you as below.
1. Yes, we will send the goods today. Well understand and already arranged.
2. Yes, we can do white tips for your future orders. If you can also offer some supplier for us, we appreciate your kind help.
3. OK. We are waiting for your notice about shipment.
4. Delivery time, we try to complete within 25 days. As I explained to you that all materials are really not a easy job for us. Surely we understand that if the order can go faster, repeat order will be faster. Fast delivery is also our target. We must do our best to complete it.
If you have something to remind me, also please let me know. Thank you.
Best regards,
Water
Dear Julia,
Here is the revised packing. Hope you can arrange for us. And we will send the goods to you today.
Thank you.
Best regards,
Water
Hi Water,
Thank you for your reply soon.
Have you confirmed with your customer that it is the ones we want? Please keep in mind we want the WHITE not black ones. If not, we will refuse to accept the goods.
Thank you!
Thanks and best regards,
Julia
Dear Julia,
Thank you for your reply.
My customer Simon will help for this case. I think you will get the confirmation soon.
Please kindly not tell Popota my contact information. You’d better emphasis on BACH international. (My customer’s company in
Thank you for your kind help.
Best regards,
Water
Hi Water,
OK, we know.
Thank you.
Julia
Dear Julia,
We will send the goods to you this afternoon.
As you said by phone you did not get the confirmation from Popota till now. I think you will get it soon. As last night I met and talked to my customer Simon and he promised to accept this lot in black color. Please kindly check on your side and accept the goods.
If you won’t get the confirmation today, please let me know. I will help for it.
Thank you for your kind help again.
Best regards,
Water
Dear Water,
Could you send a e-mail like what you said on the phone just now?
Thank you for your help.
Thanks and best regards!
Julia
Dear Julia,
I thought you have already got my previous e-mail. And here I would like to confirm with you that the goods is acceptable by Calvin.
My customer Simon has already contacted your boss Mr. Calvin about that issue. If you have problems, you could consult Calvin or contact me for any clarification.
Thank you.
Best regards,
Water
Unit 8 Shipment
出貨
內(nèi)容簡介
出貨是外貿(mào)業(yè)務(wù)中最后一個(gè)環(huán)節(jié)。延期交貨在某些行業(yè)里也是司空見慣的事情，或者在出貨的過程中，由于貨物太多或者相似而發(fā)錯(cuò)貨，延期交貨和交錯(cuò)貨引發(fā)的一系列問題也是讓人頭疼不已的。對(duì)于客戶來說，可能是一個(gè)災(zāi)難。作為銷售人員，必須有應(yīng)對(duì)這些困難的能力。
本單元將對(duì)這兩個(gè)問題進(jìn)行分析。
Sample 1 Shipment delay penalty
Dear Water,
Thanks for PI.
Is it OK by Letter of credit as last time? I use the same bank details.
Thanks
BR
Tania
Dear Tania,
Please issue the L/C draft for our confirmation first. But I think the L/C is OK as last time.
Awaiting your comments.
Thanks and regards,
Water
Notes
以信用證付款，屬于銀行信用。即期信用證相對(duì)來說比較安全。但是信用證也有一些軟條款需要十分注意的。比如，客戶需要提供的文件，這些文件可能在當(dāng)?shù)睾ｊP(guān)清關(guān)時(shí)需要，對(duì)客戶有利，可能會(huì)減免關(guān)稅，或者更容易清關(guān)。所以，務(wù)必清楚自己或者通過第三方可以取得這些文件，而且客戶也可以接受。
Dear water,
Thanks so much for your reply.
Pls see my comments here below.
Well noted I will proceed with the L/C as last time.
Anyway since supplier delays are very very frequent we usually charge a penalty of 0.04% every delay day which we have not use our regular policy in your case, but I’m really sorry to tell you that our boss has decided to apply it also in your case because unfortunately the market price of Divx is very unstable and if you are very late in sending Divx we will have a very big loss as it is happening with DAV-1313 at this moment. I’ll be waiting for your comments on this situation.
BR
Tania
Notes
與我們溝通談判的客戶一般都是采購經(jīng)理，負(fù)責(zé)產(chǎn)品進(jìn)口，所以是行業(yè)里的資深人士，對(duì)行業(yè)里產(chǎn)品的情況也了如指掌。延期交貨對(duì)于客戶來說是比較麻煩的事情，所以客戶通常也會(huì)和供應(yīng)商談條件。比如，如果延遲交貨，將要求供應(yīng)商支付罰金，并明確規(guī)定在合同里。實(shí)際業(yè)務(wù)操作中，，如果市場(chǎng)價(jià)格變化過大，客戶可能會(huì)要求降價(jià)，甚至取消訂單。這也說明，及時(shí)交貨對(duì)出口商的必要性。
Dear Water,
As I explained to you here below we need you to confirm that you are available to pay 0.04% of penalty for every day you are late from delivery date you declared on Letter of Credit. But I need you write it down on PI and send revised and signed PI from your side.
Unfortunately we must be careful because price of Divx decrease steadily and if you are very late in shipment we will lose money. Sorry but we have already had a bad experience like that. I hope you can understand my position. Divx is not right product to handle because of unstable price.
Awaiting for your revised PI and hoping to have your understanding.
Best regards,
Tania
Notes
延遲交貨在某些行業(yè)里是常有之事。對(duì)延遲交貨，客戶提出罰金也是無奈之舉，一方面可以有效地保護(hù)自己的利益，另一方面也是警醒供應(yīng)商要按時(shí)交貨。延遲交貨的原因有很多，對(duì)于個(gè)人來說，也要鍛煉對(duì)這方面問題的處理能力。對(duì)突發(fā)的，意想不到的事件，都要有一定的承擔(dān)能力和解決問題的能力。為客戶解決問題，為公司解決問題。
Dear Tania,
How are you? Wish your weekend was very wonderful.
Regarding delayed shipment, well noted your comments about the terms of penalty. I understand you the prompt shipment to keep our good and smooth relationship, and enlarge cooperation.
Regarding shipment, we suggest that 40 days upon L/C and artwork confirmed. But please allow another period for tolerance. When the shipment delayed more than 15 days, 0.04% interest will be deducted per day from payment. As you know, we have many material suppliers at our side, as well as many unstable factors too. We think we could confirm this point.
Awaiting your comments.
Thanks and regards,
Water
Notes
要理解客戶對(duì)延遲交貨開罰金的要求。在合理范圍內(nèi)，也努力爭取對(duì)自己有利的條件。有理有據(jù)，不要讓客戶覺得太突然。
Dear Water,
Well noted your comment.
Since I need an exact delivery date please do you agree as date on January 5th? Please give me an exact date to put on L/C.
Thanks
Tania
Dear Tania,
The date on January 5th is OK to put on L/C. But for this order, we may not allow 1% spare parts any more as we discussed from the beginning. Your other instructions are OK, we must follow them.
There is only one thing open. Surely that you could confirm me back for no spare parts.
Awaiting your comments soon.
Thanks and regards,
Water
Notes
1. 對(duì)容易引起爭議的東西要加以肯定。可以接受的，不可以接受的，都要清楚地說明白，以免引起誤會(huì)，浪費(fèi)時(shí)間，從而影響訂單的進(jìn)行。
2. 在很多行業(yè)里，都會(huì)向客戶提供1%的免費(fèi)備品。這是一種優(yōu)惠政策，也是一種銷售方法。就像我們平常在超市里買東西一樣，商家會(huì)提供一定的贈(zèng)品，以此策略來增加銷量。
3. 1%的備品，通常也可以視作談判的條件。比如，由于銷售單價(jià)非常有競(jìng)爭力，不能再降價(jià)，但是為了達(dá)到客戶的目標(biāo)價(jià)，不再提供免費(fèi)備品。如果需要提供免費(fèi)備品，賣家一定會(huì)把單價(jià)提高一些。因?yàn)檠蛎冀K出在羊身上。
Dear Water,
Please send me revised PI in which you cancel order for spare parts, but also add that you will engage to pay 0.04% on the whole amount of the PI per day in case of delay in dispatching the goods.
I’m sorry for that but Divx market is very hard and competitive market in
After you have been revising the PI I’ll send it to you back signed.
Awaiting for your comments.
Thanks and regards,
Water
Notes
1. 客戶也肯定了訂單沒有備品。這也符合一開始談?dòng)唵螘r(shí)的情況。談判比較順利！有些客戶比較難纏，不是很干脆，如果碰到這樣的客戶，有時(shí)候也沒辦法，也只能同意客戶的要求。因?yàn)樾《骰萃ǔＲ矔?huì)讓客戶歡喜不已。來日方長，求的是以后更多的訂單，更大的合作。
2. 客戶也陳述了當(dāng)?shù)氐母?jìng)爭非常激烈。行業(yè)競(jìng)爭無處不在，同行業(yè)的出口商也多如牛毛。至于怎樣在行業(yè)里取勝，除了優(yōu)惠的價(jià)格，上乘的質(zhì)量，還需要細(xì)致的服務(wù)和一點(diǎn)人情味。用心培養(yǎng)一個(gè)客戶，認(rèn)真對(duì)待一個(gè)客戶，無論是對(duì)于公司或者自己來說，都是值得投資的。
3. 訂單落實(shí)之后，一定要快速跟進(jìn)訂單的細(xì)節(jié)，以免節(jié)外生枝。引起客戶重視，也是工作的基本態(tài)度。
Dear Water,
Thanks so much for PI.
Please be noted that according to your writing a rate of 0.04% will be due after 15 days from delivery date on L/C, but I really sorry to tell you that I can give you only one week more of delay but not 2 weeks, pls revise the PI and write “7 days from delivery date…”. Please revise PI!
I’m very sorry for our strictness, but we have had too many bad experiences in importing DVD or Divx we have always lost money because my previous suppliers supplied the goods to me very late.
I really hope that you can understand our position. Anyway I’m sure everything will go very well and there is no need that you pay for delay shipment.
Thanks
Tania
Notes
1. 生意的談成和條件總是相互的。只要是條件就會(huì)有解決的方法。面對(duì)客戶的罰金要求，已經(jīng)盡力談到最好的條件了，為避免一些不可抗力的因素，客戶答應(yīng)可在規(guī)定的交貨期后推遲7天再計(jì)算罰金。交貨期限比較合理，罰金要求也不過分，我們也只有同意。
2. 客戶對(duì)待罰一事，語氣比較客氣。最后雙方達(dá)成共識(shí)，一起理解按時(shí)交貨，這樣對(duì)雙方都有利。
Dear Tania,
Sorry for the late reply. As today I went to factory for checking your goods.
Regarding PI, OK, we will send the revised signed one to you here.
ATTACHED!
Thanks and regards,
Water
Notes
由于一些原因推遲回復(fù)客戶的時(shí)候，如果是因?yàn)楦M(jìn)客戶的訂單或者幫助客戶做某些事情，可適當(dāng)?shù)馗嬷蛻?，讓客戶知道自己時(shí)時(shí)為他做事。這樣可以讓客戶放心。這樣的舉動(dòng)，也等于是向客戶匯報(bào)情況，客戶看到這樣的郵件一定十分滿意。
Dear Water,
Many thanks for your revised PI. Please be noted that I authorized it and I have already sent it back by fax.
Thanks for your understanding and support.
BR
Tania
Dear Tania,
Please let us know when you open the L/C. And please send us the draft copy for confirmation before issuing the original copy.
Awaiting your further comments.
Water
Notes
1. 訂單各方面的條件都談妥之后，必須跟進(jìn)信用證或者訂金的落實(shí)時(shí)間。因?yàn)楣S都是收到客戶的信用證或者訂金之后才開始安排生產(chǎn)的。
2. 為了確保信用證各項(xiàng)條款無誤，一般情況下，在開出正本信用證之前都要求客戶提供副本信用證確認(rèn)。
§點(diǎn)石成金
1. 延期交貨在業(yè)務(wù)操作中是和罰金，降價(jià)，取消訂單等后果聯(lián)系在一起的。銷售人員要鍛煉應(yīng)對(duì)這些難題的能力，爭取最有利最有效的方法解決問題，將損失降到最低。
2. 談判過程中，切忌急躁。因?yàn)闂l件都是談出來的，沒有一蹴而就的神奇效果。結(jié)合實(shí)際問題去談，讓溝通變得有效才是我們追求的目的。
Sample 2 Solve product problems on shipment
Hi Water,
After your new delay in the shipment, customer is so upset and asking for an strong compensation in the price due the new delay which caused them big problems in terms of stock and marketing campaign. If we don’t compensate them, this will be the last order.
I am in a very difficult position in front of my customer, so please support me.
So please inform ASAP the compensation for this current order.
Regards,
Fernando
Dear Fernando,
Thanks for your kind information. I have marked down your comments though it is a little tough for me. Still I would do my best to struggle better service for you.
Regarding this order, we have pressed our factory a lot. But there were still some unexpected factors existed and happened suddenly. So it caused some delay. We also hope we could make delivery as early as possible. As it would not tie up the capital and we could invest again soon. Unfortunately, we also must face many factories, as the materials cannot supply in time. We have no other choice as well. From the very beginning, we have allowed the best price for this order. Sorry to inform you that now any additional payment would be big burden for us. As there are many many workers serving in our factory now.
The production will be completed on Sep. 25th, we will catch the latest vessel then.
Wish we could do better for you in the near future and fulfill your satisfaction.
Best regards,
Water
Notes
1. 延期交貨，對(duì)于銷售人員來說，是極其痛苦的事情。因?yàn)閷?duì)外要面臨客戶的轟炸，對(duì)內(nèi)還要周旋于工廠的各個(gè)部門，特別是向生產(chǎn)部門催貨。要解決客戶的難題，不是很容易的事情，公司內(nèi)部總有許多不盡如人意的地方，有時(shí)候一些做法也是處于戰(zhàn)略性政策的考慮。壓力在這個(gè)時(shí)候有充分的體現(xiàn)，客戶一通電話過來催貨，狂轟濫炸是絕對(duì)少不了的。鍛煉承受壓力的能力，除了自己本身的抗壓能力之外，還要去了解行業(yè)內(nèi)其他競(jìng)爭對(duì)手的情況，了解生產(chǎn)，運(yùn)輸，銷售等各個(gè)步驟，對(duì)這些相關(guān)的程序都要有比較熟悉的把握，這樣才能更好地和客戶談判。
2. 面對(duì)客戶給予的壓力，最主要的是要做到真誠地解釋。告知客戶確切的出貨時(shí)間。有一句話是這樣的：我們可以很無恥，但是我們一定要做到很真誠。
Dear Elian,
I think you must also get the modification report from SPD. At the same time your engineers may analyze it. From our engineers, the solution is not the best, as it adds more magnetic loops, complicated and cost increasing. It is negative competition in the market promotion.
Regarding the STANDARD TECHNICAL FEATURES, I have come to factory to consult relative engineers, they clarified my confusion that this points are simply and easily to upgrade. As the previous sample, it is sure that it must be OK, which confirmed by your side as well. And DVD making is our strong advantage, also we are cautious to your goods. On the other hand, you may get some information from your engineers about upgrade.
Regarding the upgrade, it is only upgrade, no need to modify anything. There is any vital defect to impact usage. As the inspection has passed, now I think we’d better focus on the main points, time is so tightened. You know we must catch the vessel closing on March 28th. Expect weekends, no much time left. But the rework and re-inspection still required several days. Therefore please kindly take all these into consideration. We, at our side are always preparing to do our best to fulfill the shipment.
Awaiting your further comments soon.
Best regards,
Water
Notes
1. 客戶請(qǐng)驗(yàn)貨公司驗(yàn)貨后不通過或者有一些地方需要改進(jìn)，最后判定待決（pending）。這樣的情況時(shí)不時(shí)都會(huì)碰到，也是令人比較頭疼的問題。
2. 發(fā)現(xiàn)問題不能等。拿到檢驗(yàn)報(bào)告之后，要充分了解這些問題的嚴(yán)重性，切忌沖動(dòng)行事，而是要逐一分析并記錄，胸有成竹之后向客戶說明情況，分析問題的輕重。這些問題到底是什么樣的問題，讓客戶更清楚地了解細(xì)節(jié)，方便他們進(jìn)一步裁決。因?yàn)檠诱`船期，有可能會(huì)造成意想不到的惡果。值得注意的而是，分析問題的輕重不是幫客戶做決定。
Sample 3 Delay shipment and L/C amendment
Dear Paola,
How are you doing? Trust you had a good show in Canton Fair. It was great to meet you. Hope next time you get some time to visit us in
Can I talk to you about the shipment? As we confirm that the shipment is on Oct. 30th—Nov. 10th (40days upon order confirmed). In the L/C, the latest shipment date is on Oct. 30th, we hope to catch the schedule, but we are afraid that we cannot and we may ask you to revise the latest shipment date to Nov. 15th for us. But we will do our best to make the shipment a little earlier.
At the same time, could you revise the L/C expiry date to Dec.10th? Sorry for the inconvenience caused. We appreciate your kind help very much.
Looking forward to hearing from you very soon.
Best regards,
Water
Notes
1. 不能按照合同規(guī)定的日期交貨，工廠也需要延期。一般情況下提前至少7天告知客戶。讓客戶也有時(shí)間處理突發(fā)的問題。
2. 第一次告知客戶需要延期，一般只需要傳遞這個(gè)信息，必要時(shí)簡述一下趕不上船期的原因，并告知將延期到什么時(shí)候。第一次不建議陳述太多的理由，因?yàn)檫@個(gè)時(shí)候任何理由對(duì)客戶來說都是沒有意義的。而是要先客戶的反應(yīng)，再尋求解決問題的方法。
Hi Water,
Thanks for your kind reception at your booth!
First of all, you confirmed me the L/C before I confirmed it to the bank and the time after the order was right!
Second, I’m arranging your shipment with another supplier in the same container. So if you are late also the other goods will be late!
Third, I need to receive these goods ASAP since I have to arrange it for Christmas promotions and there isn’t so much time!
Fourth, if the supplier delay the shipment after the requested date, you will pay the 0.004% of the total amount for each delayed day for the damage you cause to us!
So, I ask kindly to proceed in time with the shipment and release the goods to UPS within this week!
Please, Water, this is our first business, don’t start with delay and consequently cause our customers to cancel the orders to us!
I hope you understand.
Rgds
Ms. Paola Esposito
Notes
1. 對(duì)于供應(yīng)商延遲交貨，客戶總是不允許的，因?yàn)闇?zhǔn)時(shí)交貨對(duì)客戶來說尤其重要。有一些客戶是中間商，收到貨物之后，他必須再把這些貨物分批送給不同的分銷商。所以他們比較看重準(zhǔn)時(shí)交貨。
2. 延期交貨，客戶明確說明不接受，如果延期將有罰金。這是一個(gè)難題，但必須面對(duì)。
Dear Paola,
Thank you for your comments.
Yes, we confirmed the L/C to you. We hopefully could fulfill it on time. It is good for us too. But sometimes materials purchase and production arrangement is a little different. We are sorry to cause the inconvenience. As we talked the projects for a long time, and finally we conclude some deals. We value the chance to cooperate with you. You already visited us in Berlin Show and Canton Fair. We hope you can realize our sincerity for cooperation and now we need some support from you for this shipment. Trust me; we want to do better for you.
As per your
For the penalty, please don’t count it on us any more. But for your coming larger order, we could cover you with a best offer. And may be some spare parts also. Thank you for your kind understanding.
Look forward to your comment soon. Thank you.
Best regards,
Water
Notes
1. 客戶不接受延期，第一步主要還是以解釋為主，陳述延期的理由，合作的誠意和付出的努力，以此軟化客戶的強(qiáng)硬要求。一般情況下，客戶經(jīng)過數(shù)次的攻擊，都會(huì)答應(yīng)要求。
2. 對(duì)客戶提出罰金的問題，正面對(duì)待。以后續(xù)的訂單為由，提出給予優(yōu)惠的承諾，以此來解決問題。以后的訂單只是一個(gè)方法，所以不必顧慮以后會(huì)怎樣。如果可以，適當(dāng)給予一些優(yōu)惠也是應(yīng)該的，因?yàn)閹椭蛻?，也是幫助自己?？蛻舾吲d，訂單增多，自己的業(yè)績就會(huì)上升。
Hi Water,
After many discussions with my financial dept, I can accept just if you give me a discount of USD 0.5 for each piece.
Unfortunately, you know the USD dollars is going more and more up and we risk to lose our orders if we aren’t able to consign the goods in time to our customers!
I arranged all things for you so quickly to avoid late for Christmas period, I mean manual, giftbox and so on!
You know the Christmas period starts at the early December and our customers have to get the goods in the stores within the 1st week of December, furthermore you can image in that period how many container arrive in the port and the Italy customs in that period do so many checks and it will just be very difficult for us to reach the goods in time! It’s for this I ask you to respect the shipment time since I cannot risk to lose my orders.
I hope you understand!
My B. Rgds,
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply.
Regarding this order, we really allowed you the best offer, L/C 60days, no interests. But you promised me to give some. And 0.5% free spare parts also. For USD currency, as you know we also have to purchase the materials, the price is even though for us, we pay RMB, but received USD before. And now our payment term is L/C 60 days. It means we have to wait for more time to get the payment. Another ＄0.5 per piece cost down, it is really impossible for s to do. You know we also have to pay the amendment charges. It is high, if we can choose; we definitely don’t want to pay such charges. Please support us a little.
I understand your efforts to approve all files for us to guarantee the prompt shipment. And we understand that the goods is for Christmas sales. Also the reason is for us also. We won’t mean to delay the shipment not to catch the sales time. Therefore we hope you could understand the busy season at this period. Please kindly amend the L/C terms for us to arrange shipment.
Thank you.
Best regards,
Water
Hi water,
After so many discussion with my boss and my financial dept we cannot risk to lose the orders and to receive the goods in delay! As I just told you I have to give your goods to my customers at the early December for a promotional operation! I have just called them to inform them about the possibility about some delay and they just asked me to delete the orders from now since they are afraid to not receive more the goods in time! water, believe me, it’s a very trouble if you don’t arrange the goods in time, I cannot proceed to amend the L/C and I have to give up this order! I’m sorry but the situation is in this way!
I wait for your further confirmation to inform my forwarder UPS to not wait further for you and to proceed to the order single shipments.
I hope you understand my position.
My B. Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply. We hope to solve the problem today.
For this order, we well understand they are for promotional sales in Christmas. We also have other orders too.
For the delivery, we really hope to comply with what we agreed. But we have to make sure good quality for you. Surely time is also important. But we don’t mean to delay a long time I hope you can understand our efforts on this project.
Hope you could help. Thank you.
Best regards,
Water
Hi Water,
The delivery time is the date you see on the L/C. I’m very sorry but yesterday I discussed all day about this situation. And my boss and financial dept didn’t accept the amendment! So, try your best to respect the terms!
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind reply.
We really wish to do as per the L/C terms. Hope we can understand each other a little. We have to find a suitable way to solve the problems.
To respect the L/C terms and to do better for you, I discussed with my boss again and again, finally we will allow penalty 0.004% of the total amount for each delayed day as what you suggested. This is the best we could do.
Hope you can help to solve the problem of shipment soon.
Best regards,
Water
Hi water,
After a lot discussion I accept the penalty and I hope you arrange the delivery before at least November 10th. Please, advise UPS in time so they can book the 1st vessel in time for you! On Monday I will arrange the amendment for you!
I hope I don’t receive your goods very late, it shouldn’t be very good to start business!
Rgds
Ms. Paola Esposito
Dear Paola,
Thank you for your kind help on the latest shipment date and L/C amendment.
Sure we must make the shipment as soon as possible. We don’t hope to miss the chance for promotion, too.
Best regards,
Water
Notes
1. 面對(duì)客戶的拒絕，耐心解釋是關(guān)鍵。一般情況下，客戶都會(huì)為你的耐心所打動(dòng)。因?yàn)檫@個(gè)行業(yè)的情況幾乎都是如此。即使客戶發(fā)怒，也只能無奈接受。因?yàn)榭蛻粢呀?jīng)拿了訂單，他不可能失信于他的客戶，而且通常情況下，客戶自己也有一個(gè)寬限期，如果不是太遲，客戶都是會(huì)同意的。
2. 值得注意的是，要留住一個(gè)客戶，按期交貨是必須的。對(duì)于客戶和對(duì)自己公司都是信譽(yù)的保證。價(jià)格優(yōu)惠，質(zhì)量過硬，服務(wù)一流，就會(huì)客流如云！如果確實(shí)由于某些不可抗力的原因引起延期，必須多與客戶溝通，爭取以最低的損失解決問題。
3. 文中，多次與客戶周旋，因?yàn)槭沁h(yuǎn)期信用證付款，信用證一旦過期，客戶完全有理由拒絕收貨不付款。如果在不改證的情況下出貨，對(duì)于我們來說風(fēng)險(xiǎn)不可想象。所以在出貨之前必須要客戶改證。
4. 如果不接受客戶的要求，客戶不同意改證并取消訂單，這批貨將成為庫存，需要另找銷路，這也是一個(gè)頭疼的問題。所以在面對(duì)客戶的難題時(shí)，堅(jiān)持以最真誠的態(tài)度去談，希望得到客戶的諒解和支持。如果經(jīng)過一番較量，客戶的態(tài)度已然強(qiáng)硬并最后通牒取消訂單，或采取不回復(fù)郵件的舉動(dòng)。在這種情況下，為尋求進(jìn)展必須采取折中的辦法，綜合考慮問題的輕重，勿因小失大。
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