2012年國(guó)際商務(wù)師考試輔導(dǎo)：外貿(mào)函電-客戶要求更多免費(fèi)樣品
來(lái)源：考試大發(fā)布時(shí)間：2012-07-21 09:18:17
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(lái)說(shuō)，可能你不夠好，但還是可以接受的。對(duì)公司來(lái)說(shuō)，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(wèn)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(lái)的做法。縱然有些承諾可能是虛的，因?yàn)檫@是以后的事情，但是話要說(shuō)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(guò)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(gòu)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(kāi)始時(shí)，可以謙卑地了解客戶的需求和實(shí)力。通過(guò)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(yíng)，環(huán)環(huán)相扣。在有限的條件惜下，創(chuàng)造無(wú)限的商機(jī)，實(shí)現(xiàn)雙贏。
2. 語(yǔ)言應(yīng)用。并不是說(shuō)要注重一些偏僻冷門的詞語(yǔ)，而是通過(guò)用最平實(shí)，最能表達(dá)意思和情感的詞語(yǔ)，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(guò)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(wèn)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 (Germany), Shenzhen office. Thank for your products presentation.
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.
Notes
1. 國(guó)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(wèn)。詢問(wèn)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,
