# 外贸邮件谈判案例库（原始案例全文）

- 来源标识：SRC-003
- 一级分类：邮件沟通
- 谈判阶段：全阶段（样品 → 报价 → 谈判 → 付款 → 生产 → 发货 → 售后 → 客户维护）
- 案例总数：300 个真实案例
- 用途：覆盖开发信、跟进邮件、报价跟进、催单催款、售后邮件等邮件模板与案例
- 检索关键词：邮件案例、开发信、跟进邮件、报价跟进、英文邮件、催单、催款、售后、投诉、样品
- 敏感信息处理：已按统一规则脱敏，原始机构名、个人名、联系方式、账号标识和明显品牌归属信息已删除或泛化
- 适用方式：作为语义匹配检索的兜底补充库，当结构化案例卡片（10-13）无法精确匹配时，从本文件中检索原始案例全文
- 来源说明：整理自邮件案例类资料，经 OCR 扫描后结构化整理

## 与结构化案例卡片的关系

本文件为原始案例全文库，包含 300 个案例的完整问题描述、回复思路和回复话术。结构化案例卡片是从本库中提炼的精华摘要，优先使用案例卡片，本文件作为深度补充。

| 案例卡片文件 | 覆盖章节 | 覆盖案例范围 | 案例卡片数 |
|-------------|---------|-------------|----------|
| `10-case-cards-samples.md` | 第一章 样品 | 案例 1–13 | 8 张 |
| `11-case-cards-price.md` | 第二章 价格 | 案例 14–83 | 9 张 |
| `12-case-cards-delivery-payment.md` | 第三章 交期 + 第四章 付款 + 第五章 运费 | 案例 84–142 | 9 张 |
| `13-case-cards-followup-after-sales.md` | 第六章 售后 + 第七章 促单 + 第八章 其他 | 案例 143–300 | 10 张 |

## 全部案例索引（按章节）

### 第一章 样品（案例 1–13）→ 案例卡片：`10-case-cards-samples.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 1 | 发错样品，如何减少损失 | 第 14 页 |
| 2 | 客户不付打样费，多国样品需求 | 第 14 页 |
| 3 | 样品跟进话术①——收到样品后如何跟进 | 第 15 页 |
| 4 | 样品跟进话术②——撬动客户回复 | 第 16 页 |
| 5 | 样品跟进话术③——客户收到样品后未跟进 | 第 18 页 |
| 6 | 客户要求承担免费样品和运费 | 第 18 页 |
| 7 | 客户投诉打样慢，不放心下单 | 第 19 页 |
| 8 | 客户不愿意付样品费①——人性高度话术 | 第 20 页 |
| 9 | 客户不愿意付样品费②——运费说服 | 第 20 页 |
| 10 | 某公司自居不付样品费 | 第 21 页 |
| 11 | 寄了免费样品客户不去清关也不回复 | 第 22 页 |
| 12 | 已测样不回复——撬动客户三步曲 | 第 23 页 |
| 13 | 样品测试不通过，客户威胁差评 | 第 24 页 |

### 第二章 价格（案例 14–83）→ 案例卡片：`11-case-cards-price.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 14 | 价格与平台展示价不符 | 第 26 页 |
| 15 | 客户比价，说别人更便宜 | 第 26 页 |
| 16 | 同行报价比自家低 | 第 28 页 |
| 17 | 客户因价格犹豫不下单 | 第 29 页 |
| 18 | 客户砍价并提出附加要求 | 第 30 页 |
| 19 | 价格原因客户寻找其他供应商 | 第 30 页 |
| 20 | 采购报错价 | 第 31 页 |
| 21 | 价格报高了，要主动降回来 | 第 32 页 |
| 22 | 报价技巧 | 第 33 页 |
| 23 | 客户喜欢砍价，如何沟通 | 第 34 页 |
| 24 | 让砍价客户接受报价——话术① | 第 35 页 |
| 25 | 让砍价客户接受报价——话术② | 第 36 页 |
| 26 | 让砍价客户接受报价——话术③ | 第 36 页 |
| 27 | 让砍价客户接受报价——话术④ | 第 37 页 |
| 28 | 如何阻止客户哭穷式砍价 | 第 38 页 |
| 29 | 找台阶顺利降价——话术① | 第 39 页 |
| 30 | 找台阶顺利降价——话术② | 第 39 页 |
| 31 | 让客户砍价回归产品质量和服务——话术① | 第 40 页 |
| 32 | 让客户砍价回归产品质量和服务——话术② | 第 41 页 |
| 33 | 找客户涨价的合理话术 | 第 42 页 |
| 34 | 客户没有核查价格，收货后才发现价格上涨 | 第 42 页 |
| 35 | 客户付款后，我们发现价格报低了 | 第 43 页 |
| 36 | 利润太低，想给客户涨价 | 第 44 页 |
| 37 | 运费涨价了，找客户补差价 | 第 45 页 |
| 38 | 老客户压价，怎么回复 | 第 46 页 |
| 39 | 沟通失误后客户不回复怎么办 | 第 46 页 |
| 40 | 客户借机要折扣怎么回复 | 第 47 页 |
| 41 | 谈判之后原材料涨价，如何跟客户说涨价 | 第 48 页 |
| 42 | 如何拒绝客户降价给折扣的要求 | 第 49 页 |
| 43 | 客户脾气暴躁，要求多还不想加价 | 第 50 页 |
| 44 | 客户要求我们降价 | 第 51 页 |
| 45 | 客户一直压价 | 第 52 页 |
| 46 | 给客户报了低价他还是不满足 | 第 52 页 |
| 47 | 网页价格比实际的低 | 第 54 页 |
| 48 | 新业务报了低价，客户说我们欺骗 | 第 54 页 |
| 49 | 降价后客户还是要砍价 | 第 55 页 |
| 50 | 大客户不停降价比价 | 第 56 页 |
| 51 | 客户讲价，要求我们降价 | 第 58 页 |
| 52 | 砍价关键时刻如何快速拿下客户 | 第 59 页 |
| 53 | 客户说当地买更便宜 | 第 60 页 |
| 54 | 原材料涨价，客户抱怨没有通知 | 第 60 页 |
| 55 | 换材质涨价 | 第 60 页 |
| 56 | 价格僵局，鼓励客户先下一部分订单① | 第 60 页 |
| 57 | 价格僵局，鼓励客户先下一部分订单② | 第 60 页 |
| 58 | 客户再次压价 | 第 60 页 |
| 59 | 老客户砍价 | 第 60 页 |
| 60 | 客户觉得价格贵 | 第 60 页 |
| 61 | 客户嫌样品费贵 | 第 60 页 |
| 62 | 老客户要求降价 | 第 60 页 |
| 63 | 卡在价格上客户不回复了 | 第 60 页 |
| 64 | 嫌价格高，如何用大单思维 | 第 60 页 |
| 65 | 老客户不愿付模具费 | 第 60 页 |
| 66 | 原材料上涨 | 第 60 页 |
| 67 | 报错价，客户很生气 | 第 60 页 |
| 68 | 报价技巧② | 第 60 页 |
| 69 | 已下单客户要折扣 | 第 60 页 |
| 70 | 汇率下降及原材料上涨下如何给客户涨价 | 第 60 页 |
| 71 | 报错价怎么挽救 | 第 60 页 |
| 72 | 报出的价格比平台低 | 第 60 页 |
| 73 | 涨价话术① | 第 60 页 |
| 74 | 涨价话术② | 第 60 页 |
| 75 | 涨价话术③ | 第 60 页 |
| 76 | 如何拒绝客户降价要求 | 第 60 页 |
| 77 | 报区间价后不回 | 第 60 页 |
| 78 | 客户要求发产品报价表 | 第 60 页 |
| 79 | 讨价还价 | 第 60 页 |
| 80 | 客户说价格没竞争优势 | 第 60 页 |
| 81 | 不断降价客户还是不下单 | 第 60 页 |
| 82 | 客户比价③ | 第 60 页 |
| 83 | 如何催客户设计稿 | 第 60 页 |

### 第三章 交期（案例 84–89）→ 案例卡片：`12-case-cards-delivery-payment.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 84 | 交期延后，客户要退款 | 第 60 页 |
| 85 | 交货延迟，客户要我们承担运费 | 第 60 页 |
| 86 | 清关延迟客户想退款 | 第 60 页 |
| 87 | 工厂排单紧，延期交货，客户要求赔偿 | 第 60 页 |
| 88 | 物流延迟 | 第 60 页 |
| 89 | 因质量问题无法满足客户的正常交期 | 第 60 页 |

### 第四章 付款（案例 90–129）→ 案例卡片：`12-case-cards-delivery-payment.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 90 | 催款步骤 | 第 60 页 |
| 91 | 催尾款——话术① | 第 60 页 |
| 92 | 催尾款——话术② | 第 60 页 |
| 93 | 付款方式 | 第 60 页 |
| 94 | 催尾款待发货 | 第 60 页 |
| 95 | 客户欠货款 | 第 60 页 |
| 96 | 客户欠款不回复 | 第 60 页 |
| 97 | 疫情期间催尾款 | 第 60 页 |
| 98 | 谈好订单却不付款 | 第 60 页 |
| 99 | 催款③ | 第 60 页 |
| 100 | 催款④ | 第 60 页 |
| 101 | 催款⑤ | 第 60 页 |
| 102 | 催款⑥ | 第 60 页 |
| 103 | 某平台下单不付款 | 第 60 页 |
| 104 | 拍下链接没付款 | 第 60 页 |
| 105 | 拍下链接不付款② | 第 60 页 |
| 106 | 付款方式赊账要求① | 第 60 页 |
| 107 | 付款方式赊账要求② | 第 60 页 |
| 108 | 付款方式赊账要求③ | 第 60 页 |
| 109 | 付款方式不付定金，改为港前付 | 第 60 页 |
| 110 | 因为运费贵客户拖尾款不出货 | 第 60 页 |
| 111 | 催尾款——货已签收客户拒付款 | 第 60 页 |
| 112 | 催尾款⑦ | 第 60 页 |
| 113 | 催尾款⑧ | 第 60 页 |
| 114 | 催尾款⑨ | 第 60 页 |
| 115 | 催尾款⑩ | 第 60 页 |
| 116 | 装船出货未付款 | 第 60 页 |
| 117 | 催款发货 | 第 60 页 |
| 118 | 客户要求少付定金 | 第 60 页 |
| 119 | 客户要求全款到港前付款，如何拒绝 | 第 60 页 |
| 120 | 客户预付到厂30天付 | 第 60 页 |
| 121 | 客户要降低定金 | 第 60 页 |
| 122 | 关于付款手续费问题 | 第 60 页 |
| 123 | 质量和物流原因催付款 | 第 60 页 |
| 124 | 付款方式僵持不下 | 第 60 页 |
| 125 | 催客户尾款 | 第 60 页 |
| 126 | 催客户付检测费用 | 第 60 页 |
| 127 | 客户不愿付手续费 | 第 60 页 |
| 128 | 客户要求账期 | 第 60 页 |
| 129 | 账期，不付订金 | 第 60 页 |

### 第五章 运费（案例 130–142）→ 案例卡片：`12-case-cards-delivery-payment.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 130 | 有牌产品让运费上涨，如何让客户补加运费 | 第 60 页 |
| 131 | 运费涨价客户不接受 | 第 60 页 |
| 132 | 运费涨了，如何让客户共同承担 | 第 60 页 |
| 133 | 运费高 | 第 60 页 |
| 134 | 运费报错 | 第 60 页 |
| 135 | 重量计算错误，运费收少了，找客户补差价 | 第 60 页 |
| 136 | 要客户补运费，如何沟通 | 第 60 页 |
| 137 | 某公司运费上涨，如何让客户共同承担 | 第 60 页 |
| 138 | 客户回复运费太贵，如何沟通 | 第 60 页 |
| 139 | 运费贵要退款 | 第 60 页 |
| 140 | 运费贵，如何推进订单延期 | 第 60 页 |
| 141 | 如何补收客户运费 | 第 60 页 |
| 142 | 发错样品（运费相关） | 第 60 页 |

### 第六章 售后（案例 143–172）→ 案例卡片：`13-case-cards-followup-after-sales.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 143 | 取消差评 | 第 60 页 |
| 144 | 如何引导客户好评 | 第 60 页 |
| 145 | 某平台客户质量问题被投诉 | 第 60 页 |
| 146 | 产品质量客诉 | 第 60 页 |
| 147 | 生产中产品瑕疵 | 第 60 页 |
| 148 | 质量与报价产品不符 | 第 60 页 |
| 149 | 老客户不回复 | 第 60 页 |
| 150 | 如何让客户给我们好评——话术① | 第 60 页 |
| 151 | 如何让客户给我们好评——话术② | 第 60 页 |
| 152 | 老客户挽回① | 第 60 页 |
| 153 | 老客户挽回② | 第 60 页 |
| 154 | 老客户挽回③ | 第 60 页 |
| 155 | 老客户挽回④ | 第 60 页 |
| 156 | 老客户挽回⑤ | 第 60 页 |
| 157 | 老客户挽回⑥ | 第 60 页 |
| 158 | 客户由于某些原因想拒收货物 | 第 60 页 |
| 159 | 延迟发货，退款，如何让客户配合出货 | 第 60 页 |
| 160 | 延迟发货，退款② | 第 60 页 |
| 161 | 延期发货，客户要退款 | 第 60 页 |
| 162 | 延期发货话术 | 第 60 页 |
| 163 | 延迟发货话术② | 第 60 页 |
| 164 | 订单有些问题，如何回馈客户 | 第 60 页 |
| 165 | 客户只认以前的业务 | 第 60 页 |
| 166 | 生产出错 | 第 60 页 |
| 167 | 生产出错② | 第 60 页 |
| 168 | 质量问题，客户退款 | 第 60 页 |
| 169 | 尺寸太小引发纠纷 | 第 60 页 |
| 170 | 运输时间延误 | 第 60 页 |
| 171 | 客户投诉要退款 | 第 60 页 |
| 172 | 客户不提货 | 第 60 页 |

### 第七章 促单（案例 173–266）→ 案例卡片：`13-case-cards-followup-after-sales.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 173 | 客户犹豫 | 第 60 页 |
| 174 | 客户不回复① | 第 60 页 |
| 175 | 之前出现信任问题客户不想理会我们 | 第 60 页 |
| 176 | 产品有瑕疵 | 第 60 页 |
| 177 | 税金高 | 第 60 页 |
| 178 | 希望大客户给多些订单 | 第 60 页 |
| 179 | 客户不回复——话术① | 第 60 页 |
| 180 | 客户不回复——话术② | 第 60 页 |
| 181 | 客户完全不回复 | 第 60 页 |
| 182 | 客户提出新问题 | 第 60 页 |
| 183 | 客户不完全回复——话术① | 第 60 页 |
| 184 | 客户不完全回复——话术② | 第 60 页 |
| 185 | 报价后不回——发邮件后客户不回复 | 第 60 页 |
| 186 | 发了催款邮件客户不回复 | 第 60 页 |
| 187 | 新客户不回复① | 第 60 页 |
| 188 | 新客户不回复② | 第 60 页 |
| 189 | 老客户不回复① | 第 60 页 |
| 190 | 老客户不回复② | 第 60 页 |
| 191 | 老客户不回复③ | 第 60 页 |
| 192 | 老客户不回复④ | 第 60 页 |
| 193 | 老客户不回复⑤ | 第 60 页 |
| 194 | 客户要和团队确认 | 第 60 页 |
| 195 | 发免费样品后，如何让客户给反馈和返单 | 第 60 页 |
| 196 | 让客户接受我们 | 第 60 页 |
| 197 | 跟进多次后客户不回复 | 第 60 页 |
| 198 | 想让客户增加订单量① | 第 60 页 |
| 199 | 想让客户增加订单量② | 第 60 页 |
| 200 | 客户问价不下单 | 第 60 页 |
| 201 | 年采购计划——话术① | 第 60 页 |
| 202 | 年采购计划——话术② | 第 60 页 |
| 203 | 催客户提前下单 | 第 60 页 |
| 204 | 年采购计划③ | 第 60 页 |
| 205 | 放假前催单 | 第 60 页 |
| 206 | 交不了货催单 | 第 60 页 |
| 207 | 促单① | 第 60 页 |
| 208 | 促单② | 第 60 页 |
| 209 | 促单③ | 第 60 页 |
| 210 | 促单④ | 第 60 页 |
| 211 | 促单⑤ | 第 60 页 |
| 212 | 促单⑥ | 第 60 页 |
| 213 | 促单⑦ | 第 60 页 |
| 214 | 促单⑧ | 第 60 页 |
| 215 | 收货后不回复 | 第 60 页 |
| 216 | 客户犹豫② | 第 60 页 |
| 217 | 开模后促单 | 第 60 页 |
| 218 | 情商沟通 | 第 60 页 |
| 219 | 问价不回复 | 第 60 页 |
| 220 | 卡在运费环节客户不回复了 | 第 60 页 |
| 221 | 客户随意下单不含运费 | 第 60 页 |
| 222 | 客户倾向于老供应商 | 第 60 页 |
| 223 | 报价多次还是不下单 | 第 60 页 |
| 224 | 客户说给别人下单 | 第 60 页 |
| 225 | 客户说给别人下单② | 第 60 页 |
| 226 | 我们想推进订单 | 第 60 页 |
| 227 | 老客户促单 | 第 60 页 |
| 228 | 样品试后无认证 | 第 60 页 |
| 229 | 客户定单以外的话题 | 第 60 页 |
| 230 | 追回老客户 | 第 60 页 |
| 231 | 客户想合作又不接受涨价 | 第 60 页 |
| 232 | 客户说有订单却一直不下，已读不回 | 第 60 页 |
| 233 | 客户降低数量，更新报价后已读不回 | 第 60 页 |
| 234 | 客户在搬办公室，跟进已读不回 | 第 60 页 |
| 235 | 客户与货代直接沟通，我们跟进已读不回 | 第 60 页 |
| 236 | 原材料价格跌后更新报价已读不回 | 第 60 页 |
| 237 | PI做好后，客户说资金不够 | 第 60 页 |
| 238 | PI做好后，客户说资金不够② | 第 228 页 |
| 239 | 客户订单进度受阻 | 第 229 页 |
| 240 | 客户的终端客户报价后没反馈 | 第 230 页 |
| 241 | 促单——客户要我帮他买产品 | 第 230 页 |
| 242 | 纠结价格和付款方式 | 第 231 页 |
| 243 | 模具做好了，客户不下单 | 第 233 页 |
| 244 | 让客户寄样来对比产品，反将客户 | 第 234 页 |
| 245 | 避开谈价绕回来谈产品 | 第 234 页 |
| 246 | 客户找到了更低价 | 第 235 页 |
| 247 | 客户因国家税金和关税高不想确认订单 | 第 236 页 |
| 248 | 客户父亲得了癌症，如何跟进 | 第 237 页 |
| 249 | 有效跟进促单 | 第 238 页 |
| 250 | 以客户不反感的方式打款 | 第 238 页 |
| 251 | 跟进老客户返单 | 第 239 页 |
| 252 | 跟进客户成单 | 第 239 页 |
| 253 | 跟进老客户返单② | 第 240 页 |
| 254 | 用涨价来催单 | 第 241 页 |
| 255 | 客户不想合作外采的贸易产品 | 第 242 页 |
| 256 | 接近成单，如何直接成交 | 第 243 页 |
| 257 | 让客户提前下单 | 第 244 页 |
| 258 | 让客户尽快下单 | 第 245 页 |
| 259 | 客户同时找别人询价 | 第 245 页 |
| 260 | 如何尽快确认订单 | 第 246 页 |
| 261 | 客户旅游，如何催单 | 第 247 页 |
| 262 | 客户有疑虑延迟订单，如何催 | 第 247 页 |
| 263 | 只问价格，不下单 | 第 248 页 |
| 264 | 客户说要考虑一下 | 第 249 页 |
| 265 | 因多次催客户付款，客户不理会我了 | 第 249 页 |
| 266 | 报价后客户不回复了 | 第 250 页 |

### 第八章 其他（案例 267–300）→ 案例卡片：`13-case-cards-followup-after-sales.md`

| 案例 | 主题 | 页码 |
|------|------|------|
| 267 | 客户有供应商 | 第 252 页 |
| 268 | 客户的款被银行怀疑洗钱 | 第 252 页 |
| 269 | 客户家人变故，跟进不能太具目的性 | 第 253 页 |
| 270 | 老客户下单后货满意但返单没消息了① | 第 254 页 |
| 271 | 老客户下单后货满意但返单没消息了② | 第 254 页 |
| 272 | 客户旅游去了的跟进 | 第 255 页 |
| 273 | 之前满足不了客户要求，现在可以了 | 第 256 页 |
| 274 | 要求客户下多点订单数量给我们 | 第 257 页 |
| 275 | 客户消失后的跟进 | 第 257 页 |
| 276 | 客户订单小，但是想做独家 | 第 258 页 |
| 277 | 客户联系上下游供应商想钻空子 | 第 259 页 |
| 278 | 客户提无理要求，我们不愿意如何回复 | 第 260 页 |
| 279 | 客户采购换人 | 第 261 页 |
| 280 | 客户不信任我们想要我们合作的国外客户名字 | 第 262 页 |
| 281 | 战略合作 | 第 262 页 |
| 282 | 激活老客户 | 第 263 页 |
| 283 | 某公司直接下单 | 第 264 页 |
| 284 | 如何重新激活客户 | 第 266 页 |
| 285 | 激活潜力客户 | 第 267 页 |
| 286 | 邮箱被黑后续如何取得客户信任 | 第 268 页 |
| 287 | 客户除了价格都不回复，如何跟进 | 第 269 页 |
| 288 | 安慰客户 | 第 270 页 |
| 289 | 产品部分外购，客户怀疑 | 第 271 页 |
| 290 | 因为价格问题客户觉得我们欺骗他 | 第 271 页 |
| 291 | 临近春节提醒客户下单备货 | 第 272 页 |
| 292 | 客户多次逾期付款 | 第 273 页 |
| 293 | 无法提供客户要求的产品/订单数量太少 | 第 273 页 |
| 294 | 客户收到货物后发现实际数量与订单数不符 | 第 274 页 |
| 295 | 客户反复多次对已确认合同进行修改 | 第 274 页 |
| 296 | 由于业务人员的不当行为导致客户投诉 | 第 275 页 |
| 297 | 新客户询价，要求提供报价单及产品图册 | 第 275 页 |
| 298 | 由于产品包装不当出现破损导致客户投诉 | 第 276 页 |
| 299 | 给客户发错误信息，如何回复 | 第 276 页 |
| 300 | 对已中止合作的客户进行再次跟进、开发 | 第 277 页 |

---

## 检索说明

- 优先检索结构化案例卡片（10-13），卡片无法精确匹配时再检索本文件
- 本文件中的英文话术为 OCR 扫描原文，存在识别误差，使用时需人工校对
- 案例编号为全局唯一编号，跨章节不重复
- 搜索时可使用案例编号（如"案例 173"）或中文关键词进行定位

---

## 原始案例全文

> 以下为 OCR 扫描后的原始案例内容。每个案例包含：问题描述、回复思路、回复话术（英文）。
> 英文话术中的 OCR 识别误差已保留原样，供语义匹配使用。

### 第 13 页
件首第一章样品 0 ，

### 第 14 页
第一章样品案例 1 发错样品问题： [角色已脱敏]， 我们发错样品了， 客户需要 DVD 的， 但我们发了显示器， 如何减少我方损失不让客户退回来让客户自行解兆毕竟只是样品 ． 回复思路道歉， 如果产生的问题客户也有责任， 在顾及客户的面子下间接的提出来 ． 回复话术； Dear X ， ] am sorry for mistake, ] didn't recognize that need a headrest DVD actually, I just t your direct product order link from 某平台 inquiw, in fact ， as you 即 t ， [型号已泛化] is just a monitor without DVD function ， apologize you for bring such b[联系方式已脱敏] But, in d t0 d 戗 r your lost, may I forward three solution as following ： 1. Could you help us t0 sell this monitor in YO market, because the retuming fre[联系方式已脱敏] is expensive even h[联系方式已脱敏] worth ofproduct itself. 2 ． If nobody buy it ， d0 mind tO use it and connect DVD player, whose video will n HM866 一 5 ， you still can watch DVD program, how dO you 山 i ？ & If you don't like it at all ， of course, we accept that it t0 us, pl paythe shipping cost in advance, then, we remove the cost from your new order DVD player. we will recommend another model with DVD player, but it•s not the same appearance with [型号已泛化]. lwaitforyourfinal advice. Yours sincerely, 案例 2 客户不付打样费问题： 我刚好有个荷兰客户现在在要求我们打样， 样品国家有点多， 十几个国家都要求打样， 某公司做可以满足， 但是有两款产品我们也是外购的， 棒球帽和护腕， 某公司那边打样首先是费用比较高喀户那边不付打样费 ), 某公司也不太愿意给我们打那么多个款的样品， 客户也明确表示他们这么多国家的样品即使打样了， 也不一定每个国家都会下单， 他们要看每场赛事的结果来下单 ． 我也建议过客户能否打四五个国家的样品给客户参考， 但是客户没同意， 坚持每个国家都要打样 ． 我本来想以加快出样速度这 3 0 ，

### 第 15 页
第一章样品一点再跟客户谈谈》 能否等确定哪些国家会下单， 然后我们再打这几个国家的样品给客户， 但是刚刚确认了一下这两款产品出样都要一个月， 看来没法用这一点跟客户谈了， 我想问问我要怎么写这个邮件给客户能让客户放弃打那么多国家的样品 · 回复话术： Dear Xxx, k you very much for your kind patience to confirm much de 15 with As we confirmed that you would need to take samples 0 皿 d 20 countries ， sure [ really ¥ e 加 SUPP0tt you on it. Today your rssue was mentioned in 0 匿 company "Potential VIP Customer• meeting, ourcompanywouldlove to support thefreesamples,but the sample quantity ： 1.We would love tO Offer you the 什 mpl only 4 一 5 countries that YOu can test the using them,especiallythequalityofthem.(ldobelievethemampurposeofthesamplesistotestthequality Of and t0 that 艹 on it) 2 」 f you really need all the samples, [公司已脱敏] would request you tO pay arOund $xxx t including shipping, please dO believe we don't get any profitsfrom the samples ， we just would loveto make all the samples more u ． (People would pay more attention to the things that 山盯 Y ， r[联系方式已脱敏] 0 匿 ourbesttoshare understandingandsupporttoeachothersothatwecangrowtogether. YourreplY on the confimation would be h[联系方式已脱敏] appreciated d0 believe № 山 of us would to make Our · we paid tO this Order" happen spent much time on it) Best Regards ， Yours Xxx 案例 3 问客户收到样品后怎么跟进？ 回复思路： 样品跟进话木 ． 下面的三个话术都是针对客户收到样品后如何更好地跟进客户， 这个时候跟进客户的大忌是那些冷冰冰的 H 。 w about the sample ti 这类的空洞的话术， 我们要想成功地撬动客户针对我们样品测试的回复， 那我们就应该有这些充实饱满的话术， 这样子客户根本找不到不回复我们的理由， 只要客户一回复， 我们就有机会在样品战中脱穎而出 ． 4 0 ，

### 第 16 页
回复话术 Dear Xxx, Wishyouhaveanicedayandeverythinggoeswell. 后面的沟通是不用再自我介绍的， 请注意） I just 山 k the 1 i 丽 infomation and the s have been successfully s[联系方式已脱敏] 丨 am excited about it and I have t0 thank you for your patience and e on this order 50 that we finally made this orderhappen. 1 山 believe now YOu should in the testing procedures, sure if you have any questions about the samples testing. p ] share them with me that I can 0ffer you the help with my professional product knowledgeand expenence. Our b[联系方式已脱敏] holiday ， Spring Festival is approaching t0 the end ofthis month. [ really h0 we confirm the d before our holiday 50 that we can collect the material for you order that we can arrange the production you as long as we come back. (This is our special period, so sure the sooner we prepare the order the better and sooner can offer you the product after our holiday). Yourreply the confirmation would very helpful us tO confirm the order details for 3 ， 0 pcs. Lookingforwardtoyourkindreply. Best Regards. Y0 [姓名已脱敏] 案例 4 样品跟进话木回复思路： 跟进客户的时候要有点撬动客户的点， 看了不回往往是我们没有撬动客户的点， 也就是写的邮件要让客户看到了邮件不回都要觉得不太好意思湎且跟进样品单的时候不太能空洞， 像什么 How is the tßting? Any feedback ofthe tßting? 等等， 参考下面的话术 （有点像跟进客户三步曲， 哈） 回复话术 Dear Xxx. WishyouhaveanicedayandeverYthinggoeswell. Time flies, it has been some time 詛 “ you received our samples, thank you t0 your patience, which was really helpful for us t0 而 the sample order and your negotiation skills were still ' ， impressive. 5 0 ，

### 第 17 页
第一章样品 lvouldlovetowritethis[联系方式已脱敏] mpl ， herelwould love you testing ： e are some tips that we test the mpl without professional equipment. 《 hope this would be helpfulforyou. re ， g 区 business needs more communication ， as professional and responsible 翩刨@ I think I should have*methingthatyoumayprobablyneed. Wealready spentsomuch time in thisorder, 丨 d0 believe th w 圆 ld ] ove 加 m e t0 n evaluable 誦曲 t ？ lmcingforwardtoyourkindreply. BestRegards. YmarsXxx 中文钗本跟进客户三步曲 《您好！ 很久没有收到你的消息， 但依然清晰记得在你的耐心帮助下我们很快就确认了我们样品关于 XXX 台收音机的样品单， 你的谈判技巧还有耐心非常让人印象深刻， 在你收到样品后不知道是否在测试过程有没有遇到一些小问题， 这里我将我们专业测试的一些小技巧分享给你们还能不能对你们有所帮助： 这些是我们没有专业设备下做测试的常用技巧。 你们也可以尝试一下 ． 一门好的生意肯定是需要大家彼此多沟通的， [角色已脱敏]你那边需要的， 特别是在我们在这个订单花了这么多时间， 我相信我们都想将我们的努力更有价值 ． 期待你的回复！ ！ ！ 6 0 ，

### 第 18 页
案例 5 样品跟进话术 0 问题： [角色已脱敏]， 客户收到样品后我们没怎么跟进， 如何进行后续的跟进呢？ 回复话术 Dear X ， Wish Y0t1 have a nice day and everything s well. Thankyouverymuch foryourkindtrustandsupportin ourprevious r about our XxxProduct. Time flies ， it has been around XXX days/months 黿釕 our delivery, [ dO believe you 跹 already received the g s ， I am very sorry but my following [联系方式已脱敏] late. 1. Are all the goods in 陬 x condition after you received the goods? 2 ． Are all the goods as the same the one you need? ()e made exactly according tO YOur requirements). & During the selling, did YOu meet any difficulties thatm[联系方式已脱敏] probably need the help 什 om our side? Please do trust we are always totally ready “ you the lp with our professional product knowledge and experience. Your reply on the feedback would № very important for us ， especially the problems that you met would very helpful us improve 0 盯 product service. l.ookingforwardtoyourkindreply. Best Regards ， Yours Xxx 案例 6 客户要求我们承担兔的样品和运问我这有个客户第一次给他寄了样品， 但他不满意， 我寄给他的是单面打印渗透效果比较好的， 我们通常把他当做双面的， 可是客户要两面完全双面打的 ． 因为上次和他预期的不一样， 他希望我们重新寄双面给他， 不承担运费和样品费， 他说是要订购 ℃ 条， 金额大概有 1 ℃ 0 美， [内部角色已脱敏]觉得风险又比较大， 应为样品和运费成本比较高我看了他某平台的资料， 他目前也并没有找其他供应商， 但我感觉他对我们的态度没有第一单开始时那么好了， [姓名已脱敏][角色已脱敏][姓名已脱敏]， 看看能不能就是提升一下我们之间的好感度， 亡羊补牢一下 ． 回复话术： Dear X ， Thank you much for kind understanding PI dO trust a good business needs more communication and some extra unn 0 “ № 仃 i “ want tO achieve. 7 0 ，

### 第 19 页
第一章样品 P ei “ 盯 s ： cherishmorewhenexperiencingmore. ldohopethisisthesameforus,aha. lt is really amazing feelingto committed an communication with a n 什 om 14 ， 0 miles away in theearly hope onedaythis 140 刃 miles become 0 ， Best Regards, Your Xxx 案例 7 客户投诉打样慢问题： 我之前跟进过的那个客户 ． 送样品， 打样的时间有点长， 然后客人下样品单的时候我答应给客人規格书》 后来忘记了这个事情。 然后这期间我也忘记联系客人去澄清这些事情， 到样品做好， 上周客人收到样品， 然后我今天发邮件问客人测试样品需不需要什么技术上的支持， 客户回复说我们速度反应太慢， 不放心下单给我们， 我们的产品本身应该是很有优势的， 从外观到性能， 只是客人对我们寄样时同太长， 以及我个人的中间没有追踪到位， 很耿耿于怀， [内部角色已脱敏]感觉客人感觉我好像了他一样， 现在这个邮件应该怎么回复比较好呢？ 回复话术 DearXxx. Appreciated h[联系方式已脱敏] 朊 Y telling this 山 and feedback, meanwhile, it is a b[联系方式已脱敏] for me that n ， t Y f Y my lamsostup[编号已脱敏],itisd[编号已脱敏] and in intemational hnsiness Suppcsed thQ were another 山皿， I would my best and answer you earlier and fast, make eveythingclear,pleasekindlyunderstandthatlreallydon' twanttoloseyouandwanttosewiceto youagain,couldyoupleasegivemeachanceagain? mentioned. you like the 1 0f our cit Please don't 阄[公司已脱敏] and team Ofmy mistakes, ifYOu still think [姓名已脱敏] is not in the level YOu ， I will invite our ine “ ll ？ I most welcomeyouranyadvice and suggestion. lhousandsofthankyouverymuchifyoucangiveusachanceagain.lbelievethatwecando better and in 加 r Yourssincerely, 8 0 ，

### 第 20 页
第一章样品案例 8 客户不愿意付样品 ． 问题： 当我们遇到客户不愿意付样品费的时候， 我们可以利用下面的这种站在人性的高度的话术去说服客户 ． 回复话术； DearXxx, ThankyouvetymuchforyourkindreplY lamverysonybutasthefißtcooperation,lamafra[编号已脱敏] 丘 mple ． ay pl 面殴 we can deduct the sample t in our bulk 0 忆 business 妇 ould 曲 e understanding and support t0 each h “ ， we w 尾 love t0 help ， but at the same time I 月 d your help “ we ow c 飞佣 rs would more attention t0 the "paid" n but not “ 什山 in " ， we won't gethugeprofits om the mpl “ ， but permy experience 佣 IY •øpayed mpl 艹 bringorders but samples•, № can undeßtand. 'lhe shipping cost is only xxx total door tO docr delivery. For building our long term partnership. Every car a strict quality [联系方式已脱敏] [公司已脱敏].l am confident you will be satisfied 山 and function. LOOkingforwardtoyourkindreplY. BestRegards ， Yours Xxx 案例 9 客户不愿意付样品 0 问氍当我们遇到客户不愿意付样品费的时候我们可以利用下面的这种站在人性的高度的话术去说服客户， 针对不愿意付样品运费的客户， 有什么好方式让客户付运费么？ 回复话术： DearXxx. Thankyou much reply. I afra[编号已脱敏] notacceptto sendyou the 什 “ mp Anyway pleasedo deductthe in ourbulk d business ld e 9 0 ，

### 第 21 页
第一章样品 understanding and support tO each 酣， we w 佣黾 ] 0 跹 tO help, but the n 祀 time I need YOur help ， asweknowcustomerswouldpaymoreattentiontothe •paid• things but not · 什山 ings ， ， We won't gethuge but 1 黿 “ 什 sampl · .lreallyhopeyoucanundestand Theshippingcostisonlyxxxt0taldoortOdcordelivery.Forbuildingourlongtermpartnership. Every carhas a strict conf[编号已脱敏] with our quality and n 山佣， l.ookingforwardtoyourkindreply. Bestregards, Yours Xxx 案例 10 某公司自居， 不付样品费问题： 某公司从来不付样品费并说了很多原因我们要如何说服客户？ 回复话术： Dear Xxx, ThankyouverymuchforyourkindreplY. SureIcanunderstandwhatyoumentioned inyour[联系方式已脱敏] [公司已脱敏] № YOu the tOtal 什 mpl ， 0 company the b[联系方式已脱敏] [公司已脱敏] has around who enjoy the 凶[公司已脱敏] exception a new 0 “ who didn•t 飞 № business we customers). SO really h0 can double confirm about the solution that we could move the order forvard: 1. XXXXXXXXXXX 2 ． XXXXXXXXXXX Always ] do believe 佣 ly small c 1 ni could change their s in the 什 m ， Y0u can have a the sample 丘 om a b[联系方式已脱敏] supplier tO test the d 酐还 e ， thank YOu vet 了 much. Lookingforwardtoyourkindreply. Best R YoursXxx. 10 0 ，

### 第 22 页
第一章样品案例 11 寄了免样品客户不去清关也不回复问題： 免费给客户寄样品后， 客户不去清关反而还不理我们了， 如何跟进？ ． 样品还没有解决清关 （我们自己联邦账号， 免费寄样） @客户[联系方式已脱敏] （打[联系方式已脱敏] 接下来我要怎么跟进客户， 让客户尽快下单付款回复思路未成交新客户宁愿没单也不要寄免费样品， 不管客户说得多漂亮， 某公司做法， 某公司， 客户也只会当我们是傻瓜看待， 记得： 永远不要免费寄样 ． 因为客户一点都不心痛 ． 现在跟进客户 （利用道德话术看能不能让客户受到点道德上的谴责） 回复话术： DearXxx ， Wish you and well. Time flies ， it e mpl 0f our Xxx Products. I am very 5 but 詛 several times following your order without your reply, I felt a little upset ， 1 always imagine that kindness should “ kindness, favorable policy should exchangeorders. toyoushouldexchangeyourrespectbut 1 on ， silence and [联系方式已脱敏] 面 YOu prefer all the suppliers charge the sample COSt from you in the future? Things should not happen with this way. YOu are forcing t0 d0 things in a business way but not more 引 Y way. but when thenyou friendly Life is always ： peoplewouldjustpaymoreattentiontothePa[编号已脱敏]. (GOd should i t0 d0 things like this, r[联系方式已脱敏] ). things happen like this just because the people are acting like what are doing t0 %lreallyhopeyoucouldcomebacktous,sureifyoumeetthediffcultthenwecouldhelpeachother againtosolveit. LookingforwardtoyourkindreplY 、 Best Regards, Y Xxx 11 0 ，

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第一章样品案例 12 已测样不回复问氍做外贸过程当中我们经常要寄样品给我们的客户， 所以经常要出现我们要跟进客户样品测试进度或是测试结果， 那要如何跟进客户才能更好地撬动客户呢？ 之前在展会加了一个国内客户， 寄了样品试， 之前说还没有测试， 后来就不回信息了， 连一个女孩在等待也发过去了都不回信息， 现在怎样可以让他回信息呢？ 回复思跟进客户的时候要有点撬动客户的点， 看了不回往往是我们没有撬动客户的点， 也就是写的邮件要让客户看到了邮件不回都要觉得不太好意思， 而且跟进样品单的时候不太能空洞， 像什么 H 。 wis t 凶？ Anyf 虫 het 等等 ． 回复话术： Dear Xxx. wiåyouhaveanicedayandevewthinggoeswell. Time flies, it has been some 山 samples, 1 have to say "thank Y0ur patience which was really 1 t0 sample d and YOur negotiation skills are I would love write [联系方式已脱敏] rm if you need help from our side 詛 you receive the samples.herearesometipsaboutthesampletesting,whichlwouldlovetoofferyou: e are some tips that we test 朊 mpl without professmal equipment, I hope this would № helpfulforyou. Sure a business needs more communication. as a professional and responsible 翩 1 think 1 should have something you may 0 bb ． need. We have already spent in this r I do believe both of us would love to make our more t ？ LookingforwardtoyourkindreplY 、 BestRegards, YoursXxx 12 0 ，

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第一章样品案例 13 样品澆试不通过问题： 我之前成交了一个以色列的客户》 按照客户的设计给客户打了 pvc 瑜伽垫的样品并且寄给他 ． 这两天跟进样品反馈的时候， 客户突然说样品很脏， 并且会褪色， 而且还发了图片给我 ． 然后我们马上对留底的样品进行测试， 发现并未出现客户所说的情况， 然后就拍澆试过程视频给客户观看， 并且让客户同样也拍样品测试视頻给我们 ． 今天客户回复说他已经吧样品给丢掉了， 并且扬言要用那张图片在我们 某平台 上面差评， 情况要如何解决呢？ 回复话术 Dear Xxx ， ThankyouverymuchforyourkindreplY. ] am tO hear that, sure you have the r[联系方式已脱敏] to 跹山 e negative feedback on 某平台, anyway things happened with reasons as we are human with feelings ， with 0w1 ge ． with judge.. As your professional and responsible 》 [ sent you the r[联系方式已脱敏] sample according t0 the order. According t0 what you m 凹 № n that our sample was dirty and color fading issue, and we tested the same quality sample in hand and found it would nothappen described together with videos. We request t0 test the sample again and to take a video and “ us （ I do believe 山 is is a reasonable request as a seller), but you threaten that you would give us negative feedback. ()f my expression made you have misunderstand then I have t0 say sorry, SO this time 丨 am trying t0 write it moreclearly). SOIreallYhopeyoucanre-confirmifsomething •mis-happened' aboutoursamplesorothers,lam totallyreadytooffermyhelptoyouwithmyprofessionalproductknowledge find out the thank much. LookingfotwardtoyourkindreplY. Best Regards, Y Xxx 13 0 ，

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秀件首第二章价格 0 ，

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第二章价格案例 14 价格与[联系方式已脱敏] [角色已脱敏]， 客户看了我们黼 baba 上的价格低很多， AIiba 上的价格与实际价格不相符， 导致客户犹豫不下单 ． 回复思路： 这是去年的促销价， 我们之所以没有改是因为根据某平台的规则， 流量会清零不利于排名靠前， 这样会失去了你看到我们的机会 ． 回复话术： lhe price is our last year's promotion one, please kindly understand that it's not our exposure if we change any existed data based on 某平台 advertising rule ， 1 d tO not steady stream Of 巧 sit 5 ， then ， you will lost the chance tO find us from 某平台 website. 案例 15 客户比价问以我有个墨西哥老客人， 她每个月预计会采购一次， 当他下完订单后 ． 我们同事发开发信更新了最新的口罩原材料价格 USD4 ， 巧了的是刚好这个客人与我的老客人是朋友， 他们分享了这份报价然后来问我让我给他更新价格， 号我给他更新了价格并跟他说那份开发信的价格是基于库存， 客人就说从上次报的价格 USD13 现在才 USD9 ， 就开始质疑质量抓着不放， 后面就又谈到了支付方式， 说先付 50 ％ 定金， 然后等货到了检查质量没有问题， 再付余款， 然后我委婉的拒绝了， 看似已经不扯质量了， 然后我就提醒他 7 号是最后的价格有效期， 他就说能不能延期到 10 号》 他们因为机器问题还没决定好要买多少材料， 过了几天一直没有消息， 到 13 号我问他还没有决定好吗， 他就立马回了说他们决定了与其他供应商合作， 他们找的供应商的按我们标准去找的， 原因是因为他们目前的现金流问题， 说价格是他们的决定的因素， 然后又告诉我说接下来几周他们还会再买， 希望还能继续合作， 然后我就再次谰问了为什么要更改供应商， 客人列了四点， 说我们质量非常好， 但是我们的价格比其他高了， 最后一点还是提到了说希望和我们合作 ． 然后我让客人寄同行的样品给我们 ． 那个供应商是上海的， 但是巳经第三天了， 我们也没有收到样品， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ [姓名已脱敏][角色已脱敏] ． 我们的想法是客人还是希望和我们合作， 然后他说我们的价格比别人高了 50%, 是不是客人用的是我们开发信的那个报价和我后面给他提供的报价来说呢， 因为确实是差了一半了 ． 客人做那么多动作是想让我们降价吗？ 回复思路： 1 、 客户既然说还是想跟我们合作， 这个时候我们出话术的时候也要跟他产生呼应， 我们也要说也想跟他继续合作， 表达下你强烈的意愿， 除此之外， 回顾下你们之前的合作， 一直保持良好的合作， 感谢他一直给我们的信任， 而且也要说过往合作， 我们的产品质量没有出现什么问题， 或者说一个比例， 唤起客户对质量认同的记忆、 2 、 董点部分再次解释你的报价和你同事的报价的不同 a ． 库存货 b ． 材料等级不一样， 我同事是国内料， 你给的是进口料把所有影响价格的因素全部罗列出来， 如果你们能够用图片和视频展示的， 都要清晰的展示出来 c ． 可以安排给客户寄送这两种布料的样品欢迎他进行对比 ． 17 0 ，

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第二章价格 3 、 总结所以我们能提供不同等级的产品， 价格区间分别在， 然后问客户目前大致需要什么等级范围类， 无论哪种， 我们都可以提供 ． 4 、 再次表达合作意愿 ． 针对当下质量好的产品， 为了表达我们的诚意， 我们现在提供最好的价格是多少， 你们能提供多少就是多少， 但是一定是开会讨论得出来的， 否则会让客户觉得是轻易降价， 然后反间客户是否这次能确认订单呢， 不要忘记成交， 回复话术 Dear Xxx, Wish you nice day! We sincerely h0 we can continue t0 maintain a friendly and long-term cooperation with Y0u like ourpreviouscooperation. Especially, 行佣 1 our previous orders ， you are “ satisfied with our product quality, and there are not any problems until now. ， Y0u are conf[编号已脱敏] in introducing these products tO your clients, yes ？ Which al help save money and time. lnfact.itisnecessaryformeto differencesbetweenourofferandothersoneby one 的 10w ： Thereare3kindsofmaterialsinourproductarea. a ： domesticmaterials b ： importedordinawmaterials 0 importedh[联系方式已脱敏] 01r 而 “ base on imported h[联系方式已脱敏] Because you are our important customer, I know that you have h[联系方式已脱敏] requirements ， and we al 0bey it accordingly then give you best one ， 籼 if you need differentlevel,we can do. However, I have explain clearly, the BFE 0f above 3 materials reach 95 ％ and 99 览 however ， the differences between them are the tensile force and the taste. The tensile force of the domestic materials will be relatively and 山 e will be some taste ， but it will not a 什 the BFE.The quality and tensrle 嘶》 meltblown cloth made 0f imported h[联系方式已脱敏] materials are the best and tasteless. 1. 0f the m 巳 2 ． we are afra[编号已脱敏] 0 山 price is clearing stock one, and maybe you only get one time ， however, it has a risk that your client will not accept tO change next time. Please double check before Y0t1 decide. （把痛点讲清楚） Besides, we can arrange tO send you fabric samples made from 山 e 3 materials, and welcome you tO compare them. 18 0 ，

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第二章价格 We OW that Y0u are currently having cash—flow ob 尾 m ． Can Y0u tell me what grade range 0 [ materials you need now? Either h[联系方式已脱敏] 10w level, we can provide it. I we can continue tO cooperate fOr a 1 佣 g time and becomeyourpermanent and stable supplier. Anyhow, in orderto express 0 sincerity and lp you Y ， [公司已脱敏] hold a meeting about your order today, after detailed discussion and careful calculation, pl 認 kindly see our best price from the attachment, besides, we suggestthatyou buy 3 maskrawmaterials in40HQ then can save ns ， know your update idea ？ Thank you in advance. LookingforwardtoyourfriendlyreplY. B 时 wi 妇凸， 案例 16 [姓名已脱敏][角色已脱敏][姓名已脱敏]， 我这边有一个客户， 是需要 11 佣个充电宝， 订单金额一万美金左右， 报完价之后， 客户回复说 ． 想跟我们合作， 并把竞争对手的单价和运费都告诉我们了 ． 关于产品我们可以以质量问题来回复， 运费也比我们报的低很多， 想问下各位老帅， 如果你们遇到相同的情况， 怎么回复比较好呢？ 回复话术： 先去第一封邮件 Dear Xxx, Thanks lalsowanttodo business withyou PI giveme 1 [公司已脱敏] ordifferentfomarders,andl foryou. 接着第二封邮件 Thank you appreciated it. After[编号已脱敏] with 5d “ tfo “ de ， totellyouatruththat( 你们产品的名称 )is a special itemwith full battery, notonly express channel is special but al （ t is h[联系方式已脱敏] than 山 e common products, I am afra[编号已脱敏] the competitor you 伽 ns 曲 maybe a newer, and 首 base on commonproducts, however, 佣 you confirmed orderwith them, 山 heor she chargeyouagain finally. Anyhow ， pl double confirm. Because I found 5 different express companies, the result are almost close. PI asfollowing 19 0 ，

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第二章价格 Company A ： PriceUS$XXX,[公司已脱敏] B: PriceUS$XXX,deliverytimexxxxdays 一直到 m nyF ： PriceUS$XXX,deliverytimexxxxdays So,Idon' twanttochargeyoulaterwhenweconfirmedeverything ， s0,thebestoneisXXXXX. If YOur no 山 supplier can dO cheaper, could YOLI please let such supplier tell you the express name, andthenwecanlookforthembyourselves ， youknowthatwedon ， teammOneyfrOmfre[联系方式已脱敏] we just hope that ship out tO YOu on time and money. lhankyouverymuchforyourkindunderstandingandhelp. Yourssincerely, 案例 1 7 客户因价格犹豫不下单问 0 老[内部角色已脱敏]是认为价格很高， 一直犹豫不下单 ． 回复思路： 反将军问客户是否答应了价格就能马上确定订单 ． 探求真实原因 ． 回复话术 Dear Xxx, 1 臼山 n ， tmisunderstandyourmeaning,aslongasthepricewegaveyouisaccordingwithyourtarget pricethenyoucanconfirmtheorderof( 餐巾纸巾的专业词 ),asyoucanimagethatlreallywantto Üperate with YOur this project, could YOu please share me YOur idea Of which range price YOu want t0 get. 山， 丨 would like tO apply best price from my leader ， because business needs to discuss and negotiate then amive win tO win, 1 would love t0 get YOur any suggestions YourssincerelY, 20 0 ，

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第二章价格案例 18 客户砍价并提出附加要求问题： 我有个巴西老客户， 在 5 月份给我下了一个大柜的无纺布订单， 当时价格是 2 美金永 g ， 最近客户又有新订单， 我们刚开始给他维持 2 美金价格， 后来有给他价格降到 18 美金， 但是客户目标价就是要 L35 美金， 这个价格根本做不了， 而且是去年的价格， 还要加很多的填充料， 客人也不想降低质量， 现在客人情况是， 如果 L35 美金价格能做， 4 个大柜就会下给我 ． 但是这个价格我们真的做不了 ． [姓名已脱敏][角色已脱敏]， 有什么好方法吗？ 回复话术： DearXxx ， Thank you very much fOr YOur waiting my answer after we had a serious meeting W1th my leaders ， in fact ， we dont understand where you mentioned US$1.35fkg comes 什 om ？ Supposed yourorderthis time ， the 忆 amount is US $ 26556 ， however, this amount is CFR payment tem even including credit operate fee whlch 巧 paid by us ， especially, during this hard time ， “ 山 rate is changed which means that we have 1 t money already even matenal and labor cost are increased ， you can mage that we dOn•t have much profit at all. WhO 巧 more harder? Please kindlyunderstandourbad statusnow. lreallywanttodo[公司已脱敏], and I don't want t0 1 t you and YOu are kind ， since our cooperation, YOu find that we bOth always keep good communication ， as long have any c n ， I dO my best tO give you lower price like last tWO times, however, it is really hardforustoreducethepriceagaim As knew, a 1 佣 g and good business really needs win t0 win, please kindly consider my requirement, otherwise, how wecontinue to? Thousands 0f 山 a you very much your kind understanding. YourssincerelY, 案例 19 价格原因客户寻找其他供应商问题： 我有个客户 ． 是第三方》 购买了我们的样品， 收到货后， 对我们的产品满意》 他的客户想定 8 佣套， 现在卡在价格上面了 ． 现在客户明确的告诉我们就是在考虑价格问题 ． 我又回归到了质量方面 ． 跟客户讲质量， 但是他还在寻找其他的供应商报价 ． 有贸易商找到我们了， 某公司的另一个平台也询价了， 我该怎么跟进， 才能不让客户流失 ． 快速下单呢？ 0 ，

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第二章价格回复话术： DearXxx, wiélyouhaveanicedayandeverythinggæswell[公司已脱敏] r 戗 e 沁 some inquiries 「 our domestic customers wh0 inquired the same Y 、 do believe this project would have some 1 competitors 0 is competing[公司已脱敏] supplier, the price we offered t0 you would gain abwlute advantages in market, 《 № 凶 this message would help t0 gain more conf[编号已脱敏] in thiscompetition. Sure when YOur 1 would love t0 compare the prices with YOu, please also t0 ask your 0 ． ifthe in same level: Now we in now ， both the responsibility convince customer 加 finalize the d 旺 1 1 process is going) with “ customer, could tell me what is 仃 concem with 创 customer that we 伽冚 d work together tO make it happen. [ dO believe ： more a:mmunication would help to make the order easier and (I d0 believe ] ould have *)mething that youprobably need 什 om ， thesametous, let's WO g h tO e better our Loüingforvardtoymarkindreply 、 Best R ， Y 巧 X 案例 20 [姓名已脱敏][角色已脱敏]， 我的一个日本客户需要一批點钻工艺的铝制香水瓶， 之前也报过价了 ． 但是现在供应商都不愿意接， 嫌量太少， 不够人工费 ． 愿意接的报价太高， 已经超过了我报个客户的价格 ． 有没有什么好的解决办法处理这个问题 ． 因为当时采购给错价了， 所以现在不管我报一千还是一万件都是亏的 ． 之前 $ L35 ， 现在 $ L75 、 回复思路： 问客尸低价怎么来的， 也是对自家产品价格的自除此之外， 挖客户痛点 ． 0 ，

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第二章俯格回复话术： Dear X ， Abad foryounow ] 釕 e was only 7 days since 1 offered last time, however, during these 7 days, it happened that material st was increased and material supplier requirement was changed accordingly. Last time ， it is U L35 but now the price is US$1.85 base on MOQ1000pcs.1 am not sure whether you stillwanttotnit ， however,ldon' thaveanyreasontopushyouaway,andthefeelingoflwanttodo business[公司已脱敏], anyhow ， please kindly double consider whether have any possibilities or chance then let us cooperate. Fspecially ， the Christmas is coming, Christmas always a HOT SEÆSON, as per our experience ， the materials will increased around 12 ％ during the hOt season, the shipping will increase around 8 ％ ， meanwhile ， USD to RMB is 皿 ntrollab you can save at least 20 ％ during the hot season, the earlier YOu cOnfirm everything the more YOu can save. ！ really want tO help you save COSt. and ] would like tO keep lhank you very much. Yours sincerely, 案例 21 价格报高了， 要主动降回来问题 : 我有一个客户要 200 个了， 但是报价的供应商那边突然说他那边库存只有 45 个 ． 因为这款产品要退市不会再生产了， 我们重新找一些供应商价格无法满足之前报价， 后来就跟客户说了之前报价的那款是要退市的旧款， 给客户推荐了新款报了新的价格比原来单价高了 11 美金， 报完价后， 我们又找到了另外一家新款供应商， 这家供应商的价格是之前报价客户同意的旧款的价格就可以做， 而且材质规格跟报高价的那家都一样， 这种情况了价格报高了， 该怎么办？ 不知道用什么理由可以降价了， 车来要成了， 客户也接受了报价， 准备付款 · 回复话术： DearXxx ， Wish you have a nice day and everything gOeS well. 23 0 ，

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第二章价格 We had a meeting with our product department tOday about your d 詛 our double discussion, especially the support from our product department that we could still keep the one “ the first one ： samedes[联系方式已脱敏] same material, samequality. samepriceonlY$xxx/pc.SOIreallYhopethissupport from our product department would help us t0 have this order confirmed. Sony again for the unnecessary confusion that we brought t0 Y ， Y reply on the confirmation would very helpful us tO move the order forward. Lookingforwardtoyourkindreply. Best Regards ， Y 囹 Xxx 案例 22 问题； 如果可以连运费一起报的跟进， 回复话术： Dear Xxx, Wish you have a nice day and everything gces well. 报价技巧旧们 k you very much 朊 your kind patience that was very № № [ t0 confirm the product details I the quotation $XXX/PC. （对上次沟通内容[内部角色已脱敏]结） ． The shipping FedEx door $xxx. cost including shipping is $xxx*200+$xxx=$xxx. 吲导客户进人下一步） lt would take around 3 一 5 days tO prepare the goods after we confirm the order. We can accept thepayment through xxxxxxxxxxxxxxxx. Aslongasyouconfimtheorderandpaymentmeth0dthenIwilldraftanPIwithorderdetailsforyour reference. 值接引导客户到成交） L00king fonvard t0 your kind reply. Best Regards, Yours Xxx 24 0 ，

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第二章价格案例 23 客户喜欢砍价， 如何沟通问题： 巴基斯坦或是印度的爱砍价的客户， 如何沟通？ 回复思路： 对付这种巴基斯坦或是印度的爱砍价的客户就要利用这种犀利的高情商话术去撬动客户， 回复话术： DearXxx, WishyouhaveanicedayandeveMhinggoeswell. As per our communication, your patience is really impressive and helpful, I d0 believe you have the real d that made you patient and negotiable. lt is al not my first time to 准 al with customers 什 om our Brother CO 皿 Pakistan ， 1 know our br 1 $ like negotiation ' much. As a small business girl, n•t know much b[联系方式已脱敏] but I know; 1.1 most profitable business is always not the lower prices. 2 ． Too lowpriæs bring not always h[联系方式已脱敏] profits butmostofthe time 1 t ， as lowerprices are always with reasons. 3 ． You have t0 spend a of time in some small orders, is not precious? main problem is ： the oftime' still makes you worry about the quality much. 4 ． P do trust thata stable supplier is the b[联系方式已脱敏] "profits". 5 ． As a professional and responsible ， sure 1 would not quote you the h[联系方式已脱敏] price tO push you away ， actually not getmorewhenwe t0 you 6 ． PI “ d0 trust if you leave me 1 cent more profits sure we would feedback you more in the future when YOu probably need help from our side. But the suppliers need some other would feedback you the [联系方式已脱敏] (Did you have the experience ofthese 丨 mentioned?) I am ¥ ' TY but I 曲 ou 尾 not say something like 山 anyway I think have t0 because as a professional and responsible sure I will 时 t0 convince you in this order ， can we save the time t0 d0 something b[联系方式已脱敏] but not in this small order? As a businessman ， I think you must have something b[联系方式已脱敏] Pleasesharemea your trust. l-ookingforwardtoyourkindreply. Bestregards, Yours Xxx 25 0 ，

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第二章价格案例 24 让砍价客户接受我们的报价 ． 话术 ． 问题： 当客户说我们价格高怎么加回复思路： 回归产品和服务本身啭移客户的注意力） ， 多维度的展示产品让客户接受我们的报价 · 砍价四大思维： 1 、 客户砍价是良性信息， 非常正常商业行为； 2 、 客户砍价证明我们的价格应该是人客户的可接受范围或是非常接近； 3 ， 当客户抛出很低的目标价时， 我们一定要坚信： 如果客户能用这个价格买到没有问题的产品或是同等质量的产品， 客户根本没有空跟你在这里出 4 ． 某公司的产品， 价格要有绝对的自信 ． 回复话术 0 Dear Xxx ， Thankyouverymuchforyourkindreply Please do st lower prices are always with reasons ， sure we wouldn't h[联系方式已脱敏] prices t0 push you away, long 飞 e 皿 business partner, no 曾 we should tO help each Other tO find out the reasons ： 1. Would you pl 重 if the prices are compared in the same 1 el ： 1 ） 酾 al ： WholenewtoplevelHDPEwith80% 、 90%CrystalIinitY,n0trecycled. 2 ） ， Thickness ： 2mm thickness with xxx density, 6 ． 5k0 3 ） ． S ： XXXXXXXXXXXXXXXXXXXX 4). Workmanship ： WeuseBlowMouldingtomakeit,thiswouldhelptomaketheproductsurfaces and edgesmuch smoo 山 er 5 ） ． Wa 仃川酽 2yearswarrantY 將上面的 12345 改成我们自己产品的 （最好写得专业点， 让客户又看得懂又看不懂那种感觉） 2 ． Or you can also send me their quotation ([公司已脱敏] name and something you think is necessary), better with the specifications they wrote then sure 《 will t0 find out the difference with product kn “ 1 and experience. As long-term business partners, please d0 trust we are not the one who IY pursues profits, I have t0 keep keep buyingfrom r[联系方式已脱敏] № atthis need side). Your reply on the help would be helpful for t0 move the order forward. Best Regards ， Yours Xxx 26 0 ，

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第二章价格让砍价客户接受就们的报价 ． 话木 0 案例 25 回复话术 0 Dear X 意， Thank you much fOr YOLtr kind reply. Please dO trust lower prices are always with reasons, would you pl confirm if the prices are compared in the same level: 1. Material: WeuseTopA3LevelqualityWholeNewCarbonStnrturalSteelQ235SteelwithYield Strength as h[联系方式已脱敏] as 235h 伊 A ． 2 ． Surface Treatment ： WeuseGalvanized itselectrolysistechnologytoprotect theNutfromrust 3 ． Galvanized Thickness: weuse40um ithaslongerprotection. 4 ． GoThroughGauge: DINxxxStandardwhichmakessureitcanfitalloftheScrews. 5 ． Warranty ： aslongas5yearswithnormal using. 这五个产品卖点一定要写得： 专业， 让客户又看得懂又看不懂的感觉 PI dO tnzst we won't quote you the h[联系方式已脱敏] prices tO push you away ， YOur reply on the confirmation would helpful forus t0 the forward. BestRegards, Yours Anna. 案例 26 让砍价客户接受我们的报价一话术 0 回复话术兮这个时候你的价格其实已经开始进人客户可接受范围， 只要想办法堵住客户就好了 ． Dear X ， Wish you have day and everything goes well. Sure lower prices in the market are always with reasons, our prices are based on ： 1. XXXXXXXXXXXXXXXXXXXXX 2 ． XXXXXXXXXXXXXXXXXXXXXXXXXXXXX 3 · XXXXXXXXXXXXXXXXXXY„XXXY„XXXXXXXXXXXXXXX （把产品细节再列一次） Sure, if you have any confusion about the products, you can forward the details their quotation me that I can double confirm for YO 山 Sure, you can al $ 0 forward the product details 0u0 tO them and 27 0 ，

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第二章价格 ask 山加 quote based on the details I sent then you would know better in the 面 c 已 sure at the same timeyouwillknowldeserveyour •Like' as a ptl)fessional aha. Sure, 嚅 h YCn• C01ne 巧 China, then you will collect the samples ， we can compare the m 司 together ifpossible, will you my profession then. Agirl is y rr IY 什 12 ， 0 awayin China. lmkingforwardtoyourkindreply. YoursJOY 案例 27 让砍价客户接受我们的报价．话术@ 回复话术@： 记得不要复制粘贴， 自己要打一篇看一下有没有东西要加进去 ． 町 X First, wish well. I have say YOu and your № are really professional buyers, b0 山 0f you made me r out 0f temper, girl, maybe 1 d 气 know much aSY0t1 men, but I do know business should need reasonable 飞 othetvise suppliers whO can 00 首 you a 10w price would charge you back 丘 om other places like material, workmanship, quality.„ 刊 trust r ble prices bring more business and profits, 10w prices always bring lessons. and wrongproductisthemostexpensiveproduct, what think? BOth us spent much time on this order ， and we are also old partnership, YOu made me feel like we are thefirst Your reply on the d confirmation would be h[联系方式已脱敏] BestRegards, YoursXxx 28 0 ，

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第二章价格案例 28 如何阻止客户哭穷式砍价问题： 当客户喋喋不休地在 “ 无赖 " 般砍价或是哭穷怎么办？ 回复思路： 当客户跟我们喋喋不休或是哭穷持续砍价的时候我们回复的思维应该是哭得比客户还穷， 而且这个时候在利润允许的情况下可以适当给客户抛出 “ 设定区间的目标价 ” 以求得谈判的缓冲， 这个缓冲不一定用得到， 但能用到的时候就是给自己谈判最好的台阶然后成功拿下客户 ． 大忌是： 动不动就直接问客户目标价或是降价！ 回复话术： 可以这样回复客户， 基本上客户的回复率就会在 10 》 而且能够做到让客户先出招： Dear X-u, Wish everythinggoes well. I am ． but I didn•t YOur reply since last [联系方式已脱敏] you on 9th Feb, we would get back from 0 Chinese New Year H01iday 5 n in the few days ， and I really hope we keep communicating about the Xxx Product. AS business partners, we 山 ou 尾 help each h tO ow together with reasonable profits ， now we 佣 ly have around 5 ． 7 ％ profits, we are really not allowed to 0 “ you more discount, YOu can tell me how much discount can offer tO you for 山 is 5 一 8 ％ ？ Sure, more communication would help us tO closer and closer t0 the project, so [ really № we could help each other t0 f[联系方式已脱敏] out a better solution. Now the competition in China is becoming more and more difficult ， sure if YOu could help us in this d r inthe future. l•ookingforwardtoyourkindreply. BestRegards ， Y Xxx 29 0 ，

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第二章价格案例 29 找台阶顺利降价 · 话木 ． 问题： 当谈判进行到关键时刻如何给客户台阶 （降价） 拿下客户？ 回复思路： 既然能做那就找个台阶自己下就好了 ． 回复话术 0 Dear Xxx, 'lhank Y0u ven' much for your kind support and your willingness t0 cooperate with us, othetwise you wont send me the [联系方式已脱敏] of the communication record with the other supplier, I really really appreciate your SupPOrt YOu are the first customer[公司已脱敏] held a meeting especially for your order, [公司已脱敏] w love tO you same price ， thoughwehaveonlyverytinyprofits,thisorderisspeciallyforyour •willingness• ． Sure possible and Y0u dont mind, would Y0u please discuss with team ifyou accept u 0 price $XXX/pc which WOuld share chance for bOth 0 s more win-win? （这种手段是增加利润的绝佳方法， 成功率非常之高） Your reply on the confirmation would be h[联系方式已脱敏] appreciated, I feel ' excit«i t0 my pmfessional service toyou, my VIP customer. ] 0 Y0u confirm the order, then ] will make thePl with d details Lmking forward tO your kind replyl Yours Xxx 案例 30 找台阶顺利降价 ． 话术 0 回复话术 0 降价不能让客户觉得太容易了， 一定要让客户知道： Dear Xxx, Thankyouverymuchforyourkind 一切来之不易并引导客户成交 ． [公司已脱敏][公司已脱敏] would lOve tO support you in this order. After our double calculation ， our profit is only around 7 一 8 ％ ， [公司已脱敏] has tO kæp least 30 0 ，

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第二章价格 5 profits tO make sure the facton' is normal running, [公司已脱敏] would love tO Offer you 3 ％ discount in 山 i50 尾 P ] 山廿 u this 3 ％ discount didn't come easily, [公司已脱敏], I really № 山 is would help us t0 have this order confirmed ， thank you very much. L00king forward tO YOur kind reply. YoursXxx 案例 31 回复话术 5 ： 让客户砍价回归产品质量和服务 ． 话术 ． 只要是砍价都是要回归产品和服务本身， 别扯在价格上 ． 盯 Xxx, Thank you very much for your kind reply. 山 of us would cenainly know that a stable business (supplier or customer) with reasonable COSt would bring the best profits, d0 believe this is a150 the main reason that you are looking for a new r[联系方式已脱敏] Sure ， 10w prices for the same level products in the market are always with reasons, as we are all factories in China. we won't have a b[联系方式已脱敏] in the prices. (Unless we have misunderstanding or miscommunication in the production specifications or something el 地） NOW we have only around 5 ． 8 ％ profits in the quotation we quoted tO you, pl d0 trust we won't have such huge profits like 30 ％ (thoughmybossiseagerforthat,aha). would Y0u pl r 可 t0 the attachment for the quotation again and double confirm when you compare the prices 0 山 suppliers, are the products are compared in the same level? 0 made very detailed specifications with it). Your reply on the help would very helpful for us t0 make them clear so that we can confirm the l-ookingforwardtoyourkindreply. BestRegards, Y Xxx 31 0 ，

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第二章价格案例 32 让客户砍价回归产品质 0 和服务 ． 话术问当客户说别人的质量跟我们一样， 但是我们价格就是比别人高怎么办？ 回复思路： 就是客户在将我们军 ． 给我们带来一些谈判上的压力和麻烦 ． 所以我们要利用反将军思维将客户的注意力还是维持在产品上， 反过来给客户带来一些压力和麻烦 ． 以达到堵住客户砍价的目的 ． 回复话术： Dear X ， ThankyouvetymuchfcryourkindreplY. Pleaæ 面恤 are all factories in China, we shOuld not have SO b[联系方式已脱敏] in prices, anyway We would love 加酾 you my help find out the reasons with my professional product knowledge and expaience()e think you are al in l.youcollectthesamplesfromus(includingyourothersuppliers)sothatyoufindoutthereasonsby 2.Quickerway: youcanaskyoursuppliertosendasampletoourforwardefswarehouse([公司已脱敏] address w 尾 make them hesitated) ， We promise we will compare the samples in the fair way y a t. (Wewould bear all the dayfrom theircompanyto PI 跹恤 & the most expensive prcducts are always nOt the on 凸 with reasonable profits but the lmkingfc•ardtoyourkindreply Bestregards ， Y 佣 Xxx 0 ，

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案例 33 找客户涨价的合理话木问题： 在外贸当中很多外贸业务员都只有给客户降价的习惯， 但没有给客户涨价的习惯， 某公司而不是对付客户 ． 其实很多时候客户的可接受程度要远比我们想象中要高， 多看一下下面的几个案例来找点感觉， 为以后自己给客户涨价树立起信心 ． 回复话术： DearXxx, Thankyouverymuchforyourkindreply I am v ， sony but pl 曲 e your st understanding that we would not add the cost wi 山 0 reasons,aslongaswehavethereasonableprofitssurewewouldnotchargefromourcustomers()s we would have ¥ ， b[联系方式已脱敏] risk t0 10 you h customers with adding c 0 Sopleasedotrusttoaddthecostisthelaststepthatwecoulddowithoutotherbetteroptions. long tenn business partner we 尾 help each other tO ow together with reasonable profits that wecanworktogetherfurtherandlonger. Sureifyoucansupport futurewhen Y 哋 n d 山 e IP 什佣 1 Yourunderstanding w 尾 h at Best Regards ， Y Xxx. 案例 34 客户没有核查价格， 收货后才发现价格上涨了问题： 昨天遇到了一个客户的投诉， 说因为信任我们没有检查我们的价格， 结果昨天对比了一下有些产品比之前的订单涨价了 5 一 8 美金， 以至于让他不得不亏本卖出去 ． 但是这个月很多产品确实比上个月涨了很多 ． 如何告诉客户涨价是正常的， 打消客户对我们的产品价格的质疑？ 回复思路： 只要话术到位， 情感及温度到位， 那么一定程度上的涨价还是很容易被客户接受的， 问题是我们很多外贸业务员很少在情感及温度上的话术动心思， 外贸没有想象中那么简单， 也没有想象中那么复杂， 能够抓住人性那么我们就能够在外贸上战无不胜 · 回复话术： DearXxx, 33 0 ，

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第二章价格 I am veO' 0 but please d0 share your best undeßtanding that we would not add the cost without reasons, as ] 0 as we have the reasonable profits sure we would nOt charge from our customers （ We would have ven' b[联系方式已脱敏] risk tO 1 e YOu Other customers with adding cost). I apologize t0 our unannounced ， but please dO trust t0 add the cost is the last that we 面 without other better options. As long-tenn business partner we 5h0 冚 d help each other t0 ow t 佣 h 釕 with reasonable profits that we can wo together further and longer. 跹 the price increases tOO much next time ， we will inform You as 5 n as possible. Of COtnse ， if the product price drops, we will give you the latest i ． I believe this should al $ 0 be the relationship between you and your customers. Your understanding would be h[联系方式已脱敏] appreciated, please do trust business is always not only L00kingforwardtoyourkindreplY. Best Regards, Yours Xxx 案例 35 客户付款后， 我们发现价格报低了问题： 我们当初对于客户一款式 1 。 go 印花价格报价偏低了， 做出了产前版发现印花厂的印花价不是我们估算的那样， 但是客户己经付了全款 ． 我们现在刚做了产前版， 还没开始做大货 · 如果想要和客户谈加价的话， 该怎么说比较好呢？ 回复话术： DearXxx, a much for your kind reply. 《 am very SO but please d0 share your best understanding that we made the Xxx then we found the.\.xxexceedourexpectationcostverymuch,solamwritingthis[联系方式已脱敏] ： if YOu could help tO share the extra COSt $XxX/pC? Please d0 trust we would not add the cost without reasons ， as 1 g as we have the reasonable profits sure we would not charge from our customers ()s we w 尾 have very b[联系方式已脱敏] risk to lose you Other customers with adding cost). SO please dO 山 tO add the COSt is the last Step that we could without h better options. As long term business panner we should help each 0 山 t0 ow together with reasonable profits that 34 0 ，

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第二章价格 we worktogetherfufther andlonger. Sure ifyou can support us in the cost ， please d0 believe we would feedback you more in the future when you need the help from LIS. Your understanding would be h[联系方式已脱敏] appreciated. Best Regards ， Yours Xxx 案例 36 利润太低， 想给客户涨价问题： 一家以色列客户， 我们之前出货报价是在出厂价基础上让利了 5 个点， 现在算下来我们利润太低， 想涨价， 并且汇率降低了， [内部角色已脱敏]价格比之前要高 10 个点左右， 而客户希望我们在之前的价格上再让利 5 个点左右 ． 也就是我们的期望价格与客户的期望价格差了 15 个点， 这个时候， 怎么说客户比较容易接受？ 回复话术： Dear Xxx, Thankyouverymuchforyourkindsupportintheneworderofourxxxproduct. 俨品名） I am $ 00y but please share your best understanding uut now the shipping cost increased a 奴 and the Exchange Rate decreased from 7 ． 05 to 6 ． 67 compared t0 the cost one month ago, the cost I quoted tO YOu was $xxx before ， but nOW it needs $xxx Please do trust we would not add the cost without reason, as long as we have the reasonable profits sure we would not charge from our customers. ()s we would have very b[联系方式已脱敏] risk tO lose you 酊 0 山 customers with adding cost) S0 please dO trust t0 add the cost is the last step that we could do without other better options. AS long-term business partners, we should help each other t0 町 “ together with reasonable profits that we can work together further and longer Sure if you can SUPPOH us in the COSt, please d0 believe•we would retum more in the future when YOt1 need help from us. Your understanding would h[联系方式已脱敏] appreciated. Best regards, Yours Xxx 0 ，

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第二章价格案例 37 运费涨价了， 找客户补差价问氍我有一个客户是做信保单的， 发信保单给客户的时候货值加运费才 22 美金， 但是现在要出货了海派的运费狂涨， 现在需要 37 美金才能发货， 一下涨了 15 美金， 我现在要怎么跟客户谈呢？ 回复话术： X ， Thankyouvewmuchforyourkindsuppatintheneworderofourxxxproduct. very but pl share your st understanding that now the shipping COSt increased a 10t compared 山 e e month a ， the shipping cost quoted toyou $ x ， nowit needs$xxx. （原运费和涨价运费） Please 还 t we w 闐尾 add the cost without reason, as ] 0n8 as we have the reasonable prOfits sure wewouldnotchargefromourcustomers.(Aswe risktoloseyouorother customers with adding cost) add the cost is last step we could do without “ better options. As long-term business 山 “ s, we 曲 ld № lp each other t0 町 ow together with reasonable profits that wecanworktogetherfurtherandlonger. Sureifyoucansupportusinthecost,pleasedobelievewewouldretummoreinthefuturewhenyou n d lpfr 佣 1 皿 yourunderstandingwouldbeh[联系方式已脱敏] Bestregards. YoursXxx 0 ，

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第二章价格案例 38 老客户压价， 怎么回复问题： 我们利润才 5 ％ 不到， 还想打折 5 ％ ， 但是这个客人是老客人了， 做了很多年了， 他们最近海运费猛涨， 我们也是知道的， 但是我们不可能贴钱来补贴他们， 我是想回复他， 我们利润才 3 ％ ， 还要养工人， 某公司运转， 如果你打折 5 ％ ， 我们也要亏 2 个点 ． 怎么回复合适呢？ 回复话术； Dear X ， Thank you very much for your kind support in the new order of our XXX product. [ am very so ， but please share your best understanding that now the Fxchange Rate 什 om USD to RMB decreased and raw material cost increased a in the past 2 months, actually that means we could keep offering YOLI the same price, you got at least 5 ％ profits from us already Please dO trust we would sure Offer you the discount as long as we have the reasonable profits sure we would help our customers. ()s we would have very b[联系方式已脱敏] risk t0 lose you if I didn't offer you the But as long-term business partners, we should help each other tO 町 ow together with reasonable profits 50 that we can work together further and 10n r ． Your understanding would h[联系方式已脱敏] appreciated. BestRegards, Yours Xxx 案例 39 沟通失误后客户不回复怎么办问题： 之前这个客户说价格贵 ． 然后客户脾气也不是特别好， 每次说话都带刺一样， 就不回复我们 ． 跟了好几封也没有回复， 然后我们集体写了一封走心的邮件， 终于回复了， 而且语气也缓和很多， 问我们要链条的目录表， 客户邮件的意思是： “ 你们现在耳环价格是多少， 然后你们是否有产品目录？ ” 但是业务看错了客户的意思， 她不知道客户是要的之前耳环的报价， 直接报了链条的价格 · 客户还没有问款式， 她又发了报价过去， 以至于客户就不再回复邮件了， 现在卡在不知道怎么样继续跟进， 因为之前写了的邮件已经是很走心了， 但是业务操作失误， 客户现在又不回复， 不知道在怎么样能继续 ． 回复思路： 直接给客户提供样品推进订单的进程， 0 ，

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第二章价格回复话术： Dear Xxx, How are ？ 1 wishyou d[编号已脱敏] a weekend. Please kindly acceptmy warmest greetings in the beginning 0f newfreshweek. Last time ， I rmembered we can ship out sample t0 加 check our quality, if possible, could you p ] tell me YOur detailed delivery address and telephone etc, [公司已脱敏] can COntact you in time ， sure if you have any Other requirements, please let me know t00 ． Your will helpful for us to forward. Thank YOu much. Yours sincerely, 案例 40 客户借机要折扣， 怎么回复问题： 今天写了一封邮件给客户： 表达知道美国疫情严重 ． 我们可以提供口罩》 客户需不需要口罩， 如果需要， 请提供私人住宅地址来接受口罩 ． 之前催确认 PI 一直不回复， 这次回复我了， 并且再和我讲价， 说从中国来的病毒疫情期， 现在从中国买， 冒着风险， 你们没有折扣吗？ 我应该怎么回复呢？ 我是不想给折扣的 ． 回复思路 ． 在谈判特别是砍价的时候哭穷， 我们一定要记得要哭得比较客户还穷就能成功堵住客尸砍价， 从而带来新的生机 ． 回复话术 DearXxx, ThankyouverymuchforyourkindreplY. believe 1 already gave YOu the discount without reducing the prices? Due the Outbreak ， we have t0 suffer a 10t from it, especially the increasing the material COSt. NOW we have 加 pay at ] 3 一 5 ％ more forthe material, anyway as a professional and responsible sales, I still keep my promise tO give YOu the same price. AII the time I doubt that why our raw material could rise the cost so easily and conf[编号已脱敏], but 38 0 ，

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第二章价格 when we face our customers, it is difficult us tO mention anything abOut the increasing cOst, aha 1 really № you C-an share YOur best understanding and keep supporting me ， YOur supporting during the Outbreak, Sure I will feedback you more in the future. (Promise from a girl from 14 ， 0 閌 miles LmkingforwardtoyourkindreplY. Best Regards, YoursXxx 案例 41 谈判之后原材料涨价， 如何跟客户说涨价问題： 我们有个沙特阿拉伯客户， 是个老询盘客户， 之前和客户出过一个其他产品的小订单 ． 最近客户询价一个产品， 然后在价格上》 前前后后拼价格拼了很久， 最后以很低的利润达成共识， 第一次报价时也和客户说明了价格是基于当时原材料的价格， 然后走了样品单， 样品也通过了， 后来 11w 美金的订单下过来， 是距离第一次报价已经过了 1 个月， 成本上涨了 5 ％ · 本身第一次报价利润就不高， 因此我们不得不和客户提涨价 ． 但是客户现在不买账， 某公司规定只能接受原来的价格， 否则只能选择另一家供应商 ． 如果按现在的原材料价格做的话， 我们可能赚不了多少甚至会亏， 现在订单面临取消， 某公司都花了很多精力， 而且这个客户后续的需求量挺可观的， 放弃了又挺可惜 · 怎么办好呢？ 回复思路： 当我们遇到要给客户涨价的时候如果不是特殊情况下我们可以结合高情商话术勇敢地， 坚绝地， 自信地给我们客户涨价， 结果很多时候都会出乎我们的意料， 但是一定要注意涨价的话术及语气两者一到位， 那么涨价的成功率就会相当高 · 回复话术： Dear XXX, much your kind support in the new order Of our XXX product. I am but pl e best understanding that now the material COSt increased a weha 閬 ℃ № 厩恤 r u 缸 pri 什 $ to $ 原价和现价） Please 恤 we would not add the COSt without reason, as long as we have the reasonable profits sure we w 尾 not charge from our customers. ()s we would have very b[联系方式已脱敏] risk tO lose you or other customers with adding Cßt.) please 殴 tO add the COSt is the last step that we u 尾 d0 without other better options. As long-term business n s ， we 曲佣 ld help each other t0 町 ow together with reasonable profits that 0 ，

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第二章价格 we can work together fulther and 10n 匚 Sure if can support us in the cost, please do believe we would retum more in the future when you need help om Your understandingwould be h[联系方式已脱敏] appreciated. Best regards, Yours Xxx 案例 42 如何拒绝客户降价给折扣的要求问题： 客户让我们给 3 的折扣， 虽然我们的利润很好， 但是 3 喁的折扣太大， 如何有效的拒绝客户呢？ 主要是客户揪着我们上一单的错误 ． 回复思路： 用高情商的话术让客户明白 3 意味着什么， 回复话术： Dear Xxx ， FranklY speaking, ] am not sure why Y0u a 业 such b[联系方式已脱敏] discount 3 〔 ％ and how it m 什？ 伍 China,30%issob[联系方式已脱敏] t understand well the meaning 0f 30 ％ ， maybe another product area has such b[联系方式已脱敏] but ， 什 om my years experience and product knowl am responsible t0 say that we only have 6 ％ 一 8 ％ ． Concerning la mistakes, we have tO give our whOle profit tO YOu, and really hope that you al can understand hard StatuS, craZY h[联系方式已脱敏] material cost and not stable Of exchange rate, in fact, we 1 〔 money already Wesineerelywanttokeepgoodandlongcooperationwithyourcompany,anddon' twanttopushyou away, however ， business needs win t0 win, r[联系方式已脱敏] ？ Otherwise, how we continue t0 ？ lhousands 0 自 nk you very much your kind understanding. Yours sincerely ， Xxx 40 0 ，

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第二章骱格案例 43 客户脾气 0 躁要求多还不想加价问题： 有个印度客户， 脾气很暴躁 ． 他返单第三次， 今天刚给了定金， 他之前付了第二批货的定金货还没出， 之前也发脾气所以我们没收到他第三张单的定金就己经照样安排了订单备料了 ． 他今天付款后说之前出的第一批货， 彩盒不够 nny ． 他要 g sy lam t 但是其实彩盒本来就己经是过胶的了 ． 出那个国家的货我们一直都在出， 都是这样的彩盒 ． 他就说要按他自己的要求来做， 要再 shinnr 点 ． 我就说这样的话要加多 1 块过 UV 工序， 他就开始发脾气， 说不想跟我再谈了， 要退定金指责我一点都不配合他的订单的意思 · 对这样的客户应该怎么处理呢？ 回复思路： 其实现实外贸当中那些动不动就发脾气的客户主要是因为我们平时太 “ 渴望 · 得到客户订单而处处 “ 谦让 “ 着客户从而导致客户只要一发脾气就可以得到一定程度上的利乩身为外贸人我们要学会合理， 有自信地跟客户说 NO ， 某公司及产品要有绝对的信心， 还有一定要平时多学习 ． 加强自身的专业知识及谈判技巧， 这样才不会在谈判当中处处被客户 “ 欺负 ” ， 从而扭转谈判的主动权， 让我们每一场谈判都以绝对自信的姿态面对客户， 回复话术； Dear Xxx, [公司已脱敏] held a meeting 0f YO d “ ， please 曲 e YO best understanding that colorbox is already with shinny treatment laminated), ifyou still need strengthen 5 e bring h[联系方式已脱敏] 1. The price I offered t0 is really VIP COSt with only 5 一 6 ％ & 2. We didn't get any profits in the second •shinny ea 血以 the cost I added is the one package supplier charged us. 3.OryoucanbuythecolorboxandsendtoourfactoryandwewillpackforyoufreelY Sopleasedoshareyour shinny treatment ， then we have tO cancel this order. (IRMB is really important for ． Sonyagainforthe “ 皿一 en 佣蜘 ” help,lreallyhopewecanalsogetthesupportfromyours[编号已脱敏] [公司已脱敏]. L00king forward tO YO kind reply. Best Regards, Yours Xxx 0 ，

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第二章价格案例 44 客户要求我们降价问题： 我们给客户价格是 2 、 265usd ， 他说如果我们同意 1.93usd 成交， 那可以下订单 12 吨 ． 我们只能给 2 引 3u kg ． 而且现在我们国内对尿裤卫生巾的需求量很大， 都在涨价而且交期都在延长， 并且这个中间商是需要拿出一点佣金给这个大客户里面的某些管理层， 某公司的 ． 所以 5 个点佣金就是这个中间商和这个大客户里面几个管理层一起分的 · 上次那个订单我就有让中间商和管理层们说一下， 要不降低一下佣金， 价格低点成交好过拿不到订单， 但他们说即使佣金少了， 也达不到客户的目标价 ． 所以他们最后就没同意把佣金降低， 回复思路： 用高情商的话术反问客户给的目标是怎么来的， 一定程度上表达我们对自己的价格自信以及想跟他们合作的意愿， 同时表达我们无能为力再降价了， 坚持底线原则， 回复话术： Dear X ， Thank you very much YO waiting answer we had a serious meeting with my leaders lnfact.wedon' tunderstandwhereyoumentionedUS$1.93/kg,andhowdoesitcomefrom? Supposed you d 山 is time, the total amount is US 6 ， 5 弱， however, this amount is CFR payment t 凹 “ including credit operate which is paid by us, especially, during this hard time ， exchange rate is cha which means that we has lost money already even material and labor cost are also increasedtoo.%,youcanimagethatwedon' thavemuchprofitatall.Wh0ismoreharder?Please kindlyunderstandourbadstatusnow ： I really want[公司已脱敏], and I don ， t want tO lost Y0u and you are kind, since our cooperation, you find that we b0th always keep 闐 d communication, as long ， best t0 price like 1 times, № w “ it is really hardforustodownagain. As knew, a long and good business really needs win t0 win, please kindly consider my requirement. 旧节 i ， hOW we cmtinue tO ？ 'lhousands 山 k YOu V 凹了 much your kind understanding. Yours sincerely, 42 0 ，

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第二章价格案例 45 客户一直压价问题： 有一个客户我们给他的报价已经非常低了， 是非常有竞争力的价格了， 但是他仍然在比价， 产品优势也已经说很多遍了甚至分析哪些方面真的节约了很多他的成本， 但他仍然比价格 85m 想弄到 7500 ， 怎么办？ 回复思路： 外贸谈判往往没有绝路， 只要我们有着 ． 打不死的小强 ． 的坚阢多去打破自己的舒适圈， 我们就一定能够在艰苦的谈判当中找到破绽， 成功为我们僵持的谈判破冰 ． 回复话术； Dear X ， Thank for kind reply. Please dO share your best understand that only $ 7500 can't afford the products we confirmed. as a professional and responsible sales, if [ accepted your target price only $7500,thenourcompanymust f[联系方式已脱敏] out some t0 cut some quality, [ dO believe this is not t Y0u would like 5 ， As we all know that lower prices are always with reasons, please d0 trust t00 10w prices would normally bring lost but not profits ， market is market does ， the best selling products are always the reasonable products with reasonable pmfits. As business partner or we can say as a real profitable business partner, we 哋黾 tO help each other t0 町 ow together with reasonable profits, d0 you agree ？ pl do share your best understand on it 50 that we can get this order confirmed. L00kingforward BestRegards, Yours Xxx 案例 46 给客户报了低价， 他还是不满足问题： 我们根据 97 的话术跟进加拿大的客户， 现在他回复我们了， 现在存在以下问题： 1 、 他对于我们第一单让利成交的方案很欣赏， 但是他的目标价和我们的最大诚意价格还是相差有 25 美元的差距， 所以他还是期待我们降价 ． （按照他的目标价我们没有办法做） 2 、 他在这一段时间应该跟我们的同行接触过， 想找具有同样质量的替代供应商， 但是他一个找不到， 而且他还提及到： 我们给国内同行的价格比他的报价低很多 ． 我明确说不可能 ． 43 0 ，

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第二章价格事实上我们给国家同行的价格都比他的报价高的 ． 这可能是他对我们的一种试探吗？ 回复思路： 直接告诉客户这个价格真的不能够再让步了， 一定要再次强调这次完全是想打开合作的窗口才让的价 ． 客户如果满意的话后面是要补回差价的， 现在最重要的是先展开合作对彼此有更多的了解 ． 合作开了以后可以再商更好的合作方式， 给客户两种选择： 1 、 客户一单一单地下， 那么价格就会比较高 〈 因为我们一单一单采购的成本也高） 2 、 客户可以下年单， 比如我们确认万条的订单， 分十单下晦一单 3 万条） ， 客户只要付 3 万条的 & 订金过来， 然后我们就开始做货， 货的时候客户付第一单 3 万条的全款过来 ． 然后那的订金用来做第二单的订金； 第二单客户就不用付订金过来了， 直接通知我们开始做货就行， 出第二单货的时候客户继续付全款过来， 3 隅的订金依然留下来当第三单的订金一， ， （以此类推） · 回复话术： k in confirming the details Xxx Product, your professional negotiation 鹵 lls really impressed me much. A 1 d 1 did d 殴[公司已脱敏] with best tO convince, [公司已脱敏] would love 飞 0 sup in the d sothatwe cooperation ： 1. WecouldsupportyouwithpriceonlY ． 751 / based (This is “ cost prices witl “ 」 t Y 回出 t 山 efi 耐 der 山 aty 闐 cant 山 ema 永 2 ． 幫 test the market, if 1 № quality and 1 吓 volume satisfied YOt1r customers, [公司已脱敏] has 2 pieces little requirements ： l) PI support us the profitable ． 8 刚创 n the second order 2 ） profits ． 一 $ 75 ） ldobelievenowthemostimpoflantisnotthepricesbutweshouldhelpeachothertotestthemarketso thatwecanw«ktogethertotakemoremarket,howdoyouthmk? [公司已脱敏] w 佣尾 love support YOu tO take the Exclusive Sales R[联系方式已脱敏] in your market in 6 months, PCS 6 months ， 山 the Your the confimation helpful tO this pmject happen• LookingforwardtoyourkindreplY. BestRegards, Yours Xxx 44 0 ，

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第二章价格案例 47 网页价格比实际的低问题： 客户说我们某平台[联系方式已脱敏] 回复话术： Dear Xxx, [ am very sorry the due tO the COSt difference from the 某平台 Website Anyway pl 瑟豇 e your best understanding that we are the B2B manufacturer, there are tOO many things that w 尾 affect the ic ： 1.QuantitY,asafactoryquantitYisveryimportantforus. 2 ． 0 巧 t 佣 iization ， some requirements would cause very b[联系方式已脱敏] differences. 3 ． Specifications, like material, the real leather would cause huge difference in the COSt. These are the main di 什 between B2B and B2C ， [ really hope this would not be the barrier in 0 business. (The most imponant that we can you the good products with reasonable COSt, r[联系方式已脱敏] Sure. [ have tO say r 吖 that we would write some 10w cost in the website as attraction purpose.anyway pl “ 面 trust that we would not quote you the h[联系方式已脱敏] prices t0 push YOu away yourunderstandingandsuppott wouldbevery helpful for t0 orderforward. lnokingforwardtoyourkindreply. BestRegards, Y Xxx. 案例 48 新业务报了低价， 客户说我们欺骟问题： 我们老客户正在下单一款产品， 一个新业务员做 EDM 营销的时候给这个客户报了比我合同低于 10 个点的价格， 现在客户很恼火， 我跟客户解释了是新业务员报错价格了， 但是客户不相信还说我们骗他， 而且他一直发消息质问我， 请问我现在应该怎么办？ （中东客户很回复话术： Dear X 〗 孙 Thank foryour kind reply 45 0 ，

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第二章价格 ] can understandingyourmoodnow ， surelreallydon'tknowhowtoconvinceyounowinthepnces, because as [ mentioned that 山巳 [联系方式已脱敏] wrongly sent by a green hand was really difficult to convince åvwayasaprofessionalandresponsiblesales,lhavetosayitwasreallyamistake, ldobelievetime wouldprovetherealme.(PleasedotmstnowmymoodismoretoughthanYOurS, ifyouhadthesame experience ] thlnk you could a 卜 0 f it). ldobelievenowthemostimportantis: lcanofferyouther[联系方式已脱敏] professional servicesothatwecouldmakethisorderhappenfirst, lwilltrytoregainyourtrustand supponwithmyqualityandservice. Sure at the same ， YOII can a 卜 0 呵 tO compare with Other suppliers 山 a 〔 you would know that "I was nowlying", whichwasreallyahamfulsentencetomethoughlcouldacceptitnow. Thanks again for and support, I will not let down. Your[公司已脱敏] · BestRegards ， Your Xxx 案例 49 降价后客户还是要砍价问氍多次降价后客户还是不停地在砍价怎么办？ 回复思路： 不要再降价了， 将回客户， 相信我， 客户一定是可以接受你的价格的， 不然花那么多时间跟你扯干嫲， 千万不要让客户看到降价的希望了 （而且建议不要一句一句聊！ 发信息之前好好想清楚后面的那些能不能写在一段） · 回复话术： Dear Xxx, Thankyouverymuch ] am so but a professional and responsible sales, please d0 trust [ already applied the best pricesforyouasyouareourp0tentialVIPcustomer,nowourprofitsisonlyaround5-7%, 司跹 t0 leave us some meat SO that we can OW together with reasonable profits 。 still have doubt in the quality and cost, have 2 pieces ad ： 46 0 ，

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第二章价格 l. You collect the mpl 什 〗 XXXXX 2.Yousendthesamplesthatyouthinkwithbetterqualityandcost, surelwillpayallthecostthat needed. I do believe this would lp us t0 make everything clear that we can move the order l-ookingforwardtoyourkindreply. Best Regards, YourXxx 案例大客户不停降价比价问题： [角色已脱敏]， 这是我们的大客户， 但是不停的让我们降价以及拿同行比价， 如何不降价拿下客户的订单， 并且我们刚跟客户结束视頻会议 ． 回复思路： 通过比较行业的产品 ． 以图文并茂的方式和好坏反馈， 让客户印象深刻 ． 回复话术； Dear Xxx. We are happy and honor to hear your gentle i just minutes ago by 访 d meeting lt seems like I wearacoat in winter and mefeel sowarm. besides, 山 k you very much foryourall patience and on this project. in fact. it•s very difficult why ？ After all, it d[编号已脱敏] almost a whole year t0 discuss this Oj t since h ， January. ActuallY, as I mentioned on video meeting ， [公司已脱敏] yesterday. I am sorry but have tO inform you that our material cost is increased 15 ％ from our purchasing dept. and shipping cost is h[联系方式已脱敏] even exchange rate is as 1 mentioned 。 吧 and we will get increased price inform from our financial dept. next month then inform our all another clients 、 [公司已脱敏] for us. Regardingprice. we did has gave YOu 0 酊 best one, 司 kindly understand that lower price has its accordinglyreasons,afterwedoublecheckthatourqualityand materialsuppliersagainandagain,l w 闐尾 like tO send YOu SOme guide tO understand Our product ， S quality mOre clearly and deeply, please fotward these advantage 巧 your client. I believe that we can win this chance. HOW d0 you think ？ 0 ，

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第二章价格[公司已脱敏] Good feedback Others “ 7 卜吖 coverTSm Bad feedback Sure a good business needs deep discussion and communication, as long as have any ability, we w 佣尾 d0 our best tO graSP Thousands of much. Yours sincerely 43 0 ，

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第二章价格案例 51 客户讲价， 要求我们降价问题： 客户背景： AR 玩具批发商， 未成交， 多次报价， 展会多次到位参观 ． 客户是比较有明显合作意向的， 展会期间也有试的较详细， 展会后有即时保持联系 ． 客户指定款式数量明确； 展会有初步报价 ． 某公司出厂价， 客户的提出： 1. 其他供应商报价类似产品价格低于我们很多； 2 ． 要求我们达到一样的价格才会继续； 3 、 玩具关税达到 35 ； 4 ． 最后的邮件答复是更加偏向匹配市场价格的定位 ． 我已经回复的点： 展会己经有进行切步核价， 某公司按要求实际核价和物料人工等价格核价， 最终价格有上升， 但为了合作可以保持展会价格给他， 但要求十天内确定； 1. 我提供了优惠券折扣； 2 圳客户提供所提及的低价产品的相关信息， 进行分析； 3 ． 现在材料做法产品认证的基础进行理论； 4 浩知本次的高度合作向和真词的合作关系； 5 ． 有三次[联系方式已脱敏] 6 ． 考虑更换为另外一种原料勉强达到价梳但不确定是都这样做台适， 客户现在暂时没有新的回复 ． 回复思洛客户还没有做出最终的选择， 看来我们一定有客户值得选择的地方 ． 别人也许也有， 但我们一定要表现得非常有自信， 某公司的产品， 价格， 所以我们应该给以客户 “ 最后一要稻草， 回复话飛 Dear X ， Wish you have a nice and everything goes well. Last time 《 replied YOur [联系方式已脱敏] the order about the Xxx PrOducts that we keep communicating morethan xxx months. （就是沟通的时长） ， I d0 believe we are just one step from the cooperation, p trust lowerpricesare always available and alSO always with reasons. Most 0f the time in the market 10w t prices would never take the main market but some •margin• market, as one the b[联系方式已脱敏] t0Y factories in Shantou, you have tO know that m m (especially some special case) or even some small[公司已脱敏] t0 solve, even worse they cant solve at all. But these special cases or small problems a problem t0 NOW you still have t0 spend a of time tO find this and that suppliers but they give Y0u enough 49 0 ，

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f y ， ] really hope t0 prove it (Most 0f the time little cost would bringmuchmoreprofits). LookingforwardtoyourkindreplY. Best Regards, YoursXxx 案例 52 砍价关键时刻如何怏速拿下客户问题： 砍价关键时刻如何压倒客户心里最后一要稻草？ 回复思路： 很多时候在关键时刻一句简单的撒娇话术就顶得过百句工作话术》 轻松快速拿下客户 ． 回复话术： DearXxx. well. You are the man in my life making me without any T 翱 1 r ， if you are not my business partner, you ld the type China day, About the d about the Xxx the last i 1 can 加 you is Sxxx/pc based on XXX PCS, it is EXW I need it to CFR, but it can •t, a man ould push especially YOung girl like W 佣尾 YOu please take it 1 516 { 〕 including shipping? (CFR POTI) Your SUPP01t and understanding w 闐尾沅 remembered in my heart for on 巳 A is l.ookingforwardtoyourkindreply! BestRegards, Y 佣 Xxx 50 0 ，

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第二章价格案例 53 客户说当地买更便宜问题： 当客户说在他当地买或是在某个地方买更便宜来将我们军的时候， 我们要用的就是反将军思维来回复客户， 底层逻辑是： 我们一定有客户值得考虑的点客户才会对我们说， 所以我们就要将这点放大化， 回复话术： Dear Xxx ThankyouverymuchforyourkindreplY. Sure I can totally understand your concerns, anyway as YOur professional and responsible sales, I would love to advise ： 1. you buy only this sample order without future d $ I also strongly advise you just need tO buy in ltaly,eveothingiseasier. 2 ． lfthis is only a mp d te and still need a of future orders in the future ， I strongly advise you could keep this sample d ， [ believe this is only a test order for № 山 0f us ， it wont bring 0 target the future orders, how d0 think?. We already spent much time this ord ， I do trust 山 of us would love tO make all 0f our e tO more valuable. r[联系方式已脱敏] LmkingforwardtoyourkindreplY. BestRegards, Yours Xxx 案例 54 原材料涨价， 客户抱怨没有通知问题： 最近由于钢材取消了 1 的退税湘信很多人都遇上了要涨价的问题， 特别是当客户问到了 ． 为什么降价的时候你没有通知我呢 ?' 题的时候我们要怎么回复？ 回复话术： Dear Xxx, Thank fOr kindreply. Please d0 trust normally the cost would have stable increasing and decreasing: 1. When I had the sl[联系方式已脱敏] increasing I didn'tchargefromyou. 2 · WhenIhadthesl[联系方式已脱敏] informyoueither. 0 ，

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第二章价格 Sure I can totally understand YOur concerns, as YOur supplier in the past 10 years, we a 卜 0 supported many times 佣 the cOst again and again, I really hO Y0u u 尾 share YOur best understanding that 山 time is really impoflant for us. u increasing in the CO at least 13 ％ ). ] can 佣 aS 1 g we have any decreasing in the cost I will inform YOu in the first minute. y 佣 could su 1 in d ， 5 e 1 would feedbackyou in the future when you probably needfrom t IAkingforwardtoyourkindreplY. Best Regards. Y 闐巧 Xxx 案例 55 换材质涨价问题： 我有个客户， 报价报的是比较便宜的材质， 但是当时报价我没有注意到这一点， 后面客人下了样品单要打样， 我选了一种比较好的材质去打样了， 现在客户要下单， 我们重新评估价格之后发现之前给他报的那个价格不可取， 但是客户冈刂叫我给他发 PI, 这个节骨眼重新涨价， 客户也很难接受； 不涨价， 只能用之前报价的材质去做才不会亏， 但是十月份把样品实物寄给了客就他手上有样板， 如果我们换材质， 他也会注意到的 ． 我该怎么办呢？ 回复话术： 第一封邮件话术 Dear Xxx. lamqrryandhavetotellyouabadnewsforyoutoday. The sample you d material “ cooperated5 are aprmredanddon' thaveanyresponsesuddenlywhenwewanttocommunicatemoredetailsforthis new d ． That is very rare status in 0 盯 e 闐 s cooperation, but, except for surprise, we are looking for new suppliers [联系方式已脱敏] just please kindly give us some times. S 盯巳 we have others suppliers second or third replacement. but, comparing quality and cost, the first 汜 more competitive, “ 山 it is out our control no but please kindly give us 1 more day tofindthebestone. Besides ， [公司已脱敏] and accordingly dept. have been holding meetings and take care much this 舊 Oj t. We are very serious. 52 0 ，

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第二章价格盐 n 0f thank you much your kind understanding. YourssincerelY, DearXxx, A my all colleagues e from purchasedept., we found replacement finally, that is, use same materials and keep as full same quality as the sample you got, even ， the delivery time can be controlled within days, besides ， he promised us 山缸 can compensate by day if beyond fixed delivery time. However ， the final product COSt is U 1.5 引 ． ln 叩 l.ni ， it is available tO d0 a perfect sample first then discuss again ， suppc»sed the sample quality is than previous one, it is a better chance. How do you 山 ink ？ Y sincerely, 案例 56 价格僵局鼓励客户先下一部分订单问氍我现在有一个客户比较麻烦， 从收到询盘到现在快三个月了 ． 打过一次样品， 然后一直在讨价还价， 客户要求产品加香味， 但是加香味会变质， 用了更好的进口香精想让他们增加订单量， 我们能节省点成本 ． 但是他们又要求降价， 最后降了一点 ． 25m 盒， 4 ． 06 美金一盒， 准备签合同， 但是客户又提出生产不带香精的 10m 盒一起做， 要求价格 3 ． 68 ， 但是这个价格是很早之前在我们经过价格谈判后的 20m 盒不加香精的单价， 这样我们 1 0 盒根本做不下来， [内部角色已脱敏]量 35m 盒， 但是有香跟无香的我们分开生产， 成本也是高的， 我应该怎么处理 ． 回复思路： 以退为进， 先鼓励客户下一部分的订单 ． 回复话术： Dear Xxx, [ am but have infom you that our material cost is increased 15 ％ from our purchasing dept. and shipping cOst is h[联系方式已脱敏] 8 ％ f 巳 and we will get an normal inform from our financial dept[公司已脱敏] fOruS. We h[联系方式已脱敏] 0f this new order. Sure we next 0 ，

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第二章价格 ati would up ， № w “ iftherearenotanyprofit business, howwecontinue ？ 0 opinion h can keep 10 刃 5 · time ， pl solve 25 p first, after all, whatever 什 time and 《 t, we can not wait delay any more. PI kindly understand that USS4.06isreallycnrbestbestbestprice,youcannotfindcheaperanymoreinthemarket. Anyhow,pleaseletuscloseitUSS4.04for3500pcsfinally,Idon' tknowhowtousewordstodescribe thiscomplexmind. a did ] h0 that can understand our t 适 ． 11n & n of thankyouvaymuch. YourssincuelY, 案例 57 客户再次压价同题： 客户腐回复的， 但是我们最底价就是籼 3 最低最低也要粗 35 真的什么都用上了， 回复话术： 豇 X A № ab ne Y in ， we a11 in “ 1 but infom you that 0 m is increased 巧 ％ from our purchasing dept. and 叩 i CCSt is h[联系方式已脱敏] 8 ％ is mentioned № f 可 e ， and we will get an increased inform 什 c dept. in 2 days. Please kindly understand that the time is so limitedmJs. Weappreciatedh[联系方式已脱敏] mwerationwouldgoesup,however,ifthereannotanyprofitforbusiness,howwecontinue? 《 U 0 ． 1 ？ p kindly understand that lower a “ din yr e andourmaterialsuppliersagainandagain, US ． 358 isourbottomcost,that the market.ldon' tknowhowtousewordstodescribethiscnmplexmind.lnaword,wed[编号已脱敏]ø meet 凸 Th0&ndsofthankyouvery much. YourssincerelY, 0 ，

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第二章价格案例 58 老客户砍价问题： 有一个秘鲁的客户， 订单金额蛮大的， 有 30 多万美金， 然后现在到了谈价格的阶段， 因为价格是去年报的价， 然后今年因为汇率降太多了， 还有原材料涨价， 某公司定价有提高了 5 ％ ． 之前一直没有谈价格， 现在客户一开口就是给差不多 12 个点的折扣， 他说的是他们银行只同意那么多钱 ． 在不改变机器配置的情况下要我们给到他那个价格 ． [姓名已脱敏]经理[姓名已脱敏]， 送给他 2 0 到 3 ℃ 美金的配件 ． 我是准备先再给他发一发我们机器的配置和优势， 再说送他配件， 有没有什么情商话术可以让客户同意这笔订单并接受配件当折扣送给他呢？ 回复思路对比汇率， 让客户了解变化 ． 回复话术 Dear Xxx, Whenyouaskus mdiscountthistime,franklyspeaking,mybrainisblankcompletelyanddon' t know how t0 express my feeling by words. However, “ I thought a while and my mind calm down. then have to tell a truth as ow ： ln fact, ] 厩 1 upset these days, because we get price raise from suppliers day by day w ， give for easy reference. ltem № ， Material cost Exchange rate № r cO Rent Rasie rate XXX XXX Remark And our board 0f director held an urgent meeting this morning and announced all orders 什 ] 曾 on must 0 Y •oneorder,oneprice• rule ， thatistosay,wecouldonlyquotetheexactpriceforyou, YOu are our 0 尾 and VIP customer m YY 吓， and I am deeply appreciatedyourefforts on Our cooperation all the time, you are not only our business n “ ， but also my precious friend. if [ could support more ， [ would do it. I al applied tO our board 0f directors t0 get better price this morning, after long time discussion, finally they agreed with providing you 飘 a spare Hope you could understand Our special great e 什 for you. lt seems that this year is the winter of XXX, we need stand together Y t0 survive, I believe everything bebetter in near future. L00kforwardto hearing Yours sincerely ， 0 ，

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第二章价格案例 59 客户觉得价格责问题： 有一个客户想找我们定制羊绒衫， 他让我把我们的羊绒产品目录册发给他看， 后来我发了， 但是产品目录册上的产品是纯羊绒的很贵， 但是我们是可以做便宜一点的产品的， 现在客户不回复了， 我应该怎么跟他说呢？ 回复思路： 先参考这个客户不回复的话术发邮件， 邮件中附件新的产品目录， 要把两个产品目录的对比写出来， 比如含羊毛比例 A ％ ． B ％ 这样让客户自己选择 ． 后面发目录给客户的时候可以先看看客户卖的产品在哪个价位空间， 然后选择合适的目录推给客户 ． 回复话术； Dear X ， Wishyouhaveanicedayandeverythinggoeswell. Since our two months of communication, [ think you are a really and nice man. that ] № moresupportwecansupply ． HereIattachedanewcatalogueforyour en ， wehavetwodifferentlistsforthese 山 es listwith B%wmlcontent. very but l'ma little didn't offerenoughhelpto finalize order. please p please must ow the di 伍 concems are facing now can 0ffer my help with professional experience and product 0w1 囡 ． If the order is canceled becauæ ofmy 、 n ． 凹 ou 蜘 ” help,lwouldfeelveryguilty. BYthewaYthisprcducthasbeensellingveryh0tinourcompany, lheardthatanothercolleagueisalø negotiating order this product. businessjust w 尾 like tohelpyou morefcr Your reply on the confirmation w 佣尾 · g c 1 t tO a little rl 、 t. Best Regards ， YoursXxx 案例 60 客户嫌样品费贵问题： 我这里有个要求定制儿童充气浴池的客户， 我们初步判断是比较优质的客户 ． 当时客户带图来询价， 我们有报过价格， 最近两次的邮件回复得比较慢， 客户语气比较生气表示我们回复慢， 而且样品费贵， 也没有按他要求进行成本拆分 ． 请问如何回复比较妥当 ． 就是客户邮件里提到， 说想知道这样报价的原因， 比如材料， 人工， 会占多少？ 回复话术： 0 ，

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第二章价格 Dear X ， Frankly speaking, a sal n ， we don•t have r[联系方式已脱敏] t0 get a detailed cost om our purchase dept. [公司已脱敏] rule, but it d[编号已脱敏] my commission authority. Anyhow. I understand your PUrpose whether we can give you best best price, sample order ， it is really a g price, because ] have offered it base on our MOQ100pcs already, sure ifyou have any bulk quantities, I would like tO apply from my manager. Please kindly understand my sincenty m 伽 which want tO business ccoperation with you as 500n as possible. Thank YOUVery much. Yours sincerely. 案例 61 老客户要求降价问题： 有个老客户要求我们有款产品降价 1 ， 我们给客户做了份 2021 年度营销计划， 是订单增长多少年底返利多少折扣， 现在客户不买帐， 去年的也要我们 1 的返利， 被我拒绝了， 客户一直追问我们没有帮助到他， 问我们还能为他做什么支持？ 回复思路： 1. 关于折扣的具体定论 ． 为什么给他们这个折扣的原因， 2 ． 我们能为客户做些什么？ 回复话术： DearFredrik, IamsonybutIhavetosaythattherearesomemisunderstandingonourdiscount7%, becauseldon ， t know why you want tO give YOu such discount for 2020 year order, it is beyond my image ， because we not 7 ％ disa•unt d 〔 n ， t means that we have such profit and it has tO arrived the order until US$xxx that quantities 〗 ln ct ， d avoid the risk 0f coming 1 〔 一 15 ％ risen from March, so we should prepare and plan in advance ， 山衄 we discussed with our all material suppliers and pushed them keep same cost or lower during the whole 2 1 year, but the term 0f total quantities should be arrived the one they required otherwise, we can get such material benefits. We are always thinking how we can help more and share our bo 山 marketing strategy in 2 1 each 57 0 ，

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第二章价格 h ， would love tO and annual Order ； 3 in si ： 7%discount 2 increasing ： 4%discount 1 increasing ： 2 ％ discount Besides, PI al kindly consider our 10w benefit ， whether have any interesting ？ l)allgifts,brochureandbagswith yourbrand ， moreover 2 ） AII 仳 w uc-ts 0 巧旨豇 all d 釕 go st0Y 佣 r 即 any 3)Wesupplyyourawarrantyserviceof2years[联系方式已脱敏] 4)We pay [公司已脱敏]. lwouldliketowaitforyouranykindcomments. Thank much. Bestregards, 案例 62 卡在价格上， 客户不回复了问题： 我去年有一个埃塞俄比亚的终端客户， 要的是飑瓷窑用的吊挂砖和碳化硅板， 横梁和烧嘴， 给客户报过价之后， 客户一直反馈我们的价格高， 某公司报的价格比我们低了好几美金 （基本就是我们的利润） ， 某公司， 某公司， 之后客户说要碳化硅烧嘴的一半的量 ． 但是要信用证空运过去， 我查了一下有一定的风险， 就跟客户说了， 后来客户就不怎么联系我了， 有一段时间他因为身体原因住院了， 之后我发信息他就一直不回复， 今年联系了一下就简单寒暄了几句， 没有有效的沟通， 回复话术： 訂 Xxx, lamsorryforsayingthisthatldoalongtimelikewhenlgot “ Thankyou/Iwillgetbacktoyou/I willbeintouchwithyousoon/lwilldosearchfirst• ,infact,lneverhearfromyourexactly,maylask whetheryouarejusttryingtobepolite,andyoudon'twanttorejectme, isn'tthissamecasehere ？ If yes,lwillbevayvaysad ： ． 0 whatshouldittakeforyouandmetodobusinessincomingdays? lsitaterm,isitprice, isitmoney! lsitpurchasetimedelay? AndwhatotherpanofthedealsYOudon'tlike?Couldyoupleaseshare more with me and pl lay everything ble ， that I can supply reliable service for you. 1 reallyhopethatgetyourkindsuggestion. Thousandsofthanks. Yourssincerely,Xxx 0 ，

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第二章价格案例 63 新客户不愿付模具费问题： 我有个土耳其的客户新客户， 没有合作过， 对我们价格挺满意， 差不多 2 万美金吧， 但是就是模具费不厢意出， 我用了你的满多少金额然后给返还给他， 他也不同意， 你能帮我想想办法吗？ 回复话术 Dear X ， We really appreciated that you can put your best understanding on our module fee ， because YOu understand that our engineers need[公司已脱敏] （ [公司已脱敏] ） [公司已脱敏] （ check everything whether match well ） ． We spent all the day tO confirm it, fortunately everything all for you want to. Up t0 now ， we met all YOur requirement ， in order t0 save process time and confirm correct sample order, could YOLI please pay US $ 5 一 U 1 閬 0 as sincerity deposit for customized requirement, then, our engineer can pay much more attention or time on this case ， and our whole team can continue tO discuss during February, 202L This amount just keep in our account, when your order was placed one day, then remove it. Hope you can understand, it is just a method that increase mutual trust. We will have no reservations ， and the engineer al try best. Thank you $ 0 much. Yours sincerely 案例 64 嫌价格高， 如何用大单思维问题： 我们现在碰到一个困惑， 就是之前我们新选了一个品， 流量很妩玻璃瓶， 有个黑色特殊工艺， 起订量为 1 { 》 ， 但是客户现在看样或者买都想 IOO ， 2 的试购， 如果说我们抬价卖， 客户也不能够接受价格或者运费， 就卖几个客户也不太能接受， 像这种情况有什么特别好的解决方案吗？ 回复话术： Dear Xxx, HOW is going ？ Thank you much fOr your kind reply. 59 0 ，

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第二章价格 We would like tosupply lOOpcs or 200pcs items toyou one time, business with Y0u and we alSO deep undeßtand that business n 毿凼 time ， [公司已脱敏], there are not any other guys who have such 嘶佣 g feeling 0f wanting t0 business with you like me ， that 飞 as long have possibility, I would meet all need. However, pl kindly pay your best understanding that our raw materials have a requirement isMOQ 0 frankly change but ， Could p I,OOOPCS deposit ， and we buy 〔 （ 5 5 k ， when only 仳 1 p just pay 100 s full payment until you can finish all deposit ， № “ d0 YOu 山 i ？ Y 佣 0 sincerely, 案例 65 老客户不愿忖模具费问题： 我们有个老客户现在合作了一款产品， 2 个月大概下了万人民币左右的订单， 现在要在原有的模具基础上改新的设计， 需要重新开模， 我们为了满足客户的交期， 需要开 2 套模具才能确保客户觉得还可以的交期， 一套模具费是 4W 人民币， 现在客户新单要求用新的设计， 我们开一套模， 要客户也付一套模具费， 客户订单累计 5W 5 就退回模具费， 客户几轮下来， 还是想把模具费平摊到产品单价上 ． 现在的诉求： 某公司考虑的点是我们要投 2 套模， 8W 人民币的磨具费， 客户万一没有下单用新模， 模具就没有用上或者我们也不知道什么时候可以达到 5W 个， 不过根据目前客户的订单情况是 2 个月下了 5 ， 5W 个产品了， 客户自己的预期是一个月有 10w 个的订单量， 客户不愿意直接付模具费， 分摊到每次订单的产品单价， 我们又想要他直接付一套模具费， 这样也表明客户确认很有诚意用新模 （因为客户的竞争对手就可以提供给他们终端客户新的模具功能的产品） · 请问怎么回复客户比较好？ [姓名已脱敏][角色已脱敏][姓名已脱敏]， 给出宝贵的建议！ ！ 回复话术 DearXxx, Howareyou? PI kindly accept my thousands 0f 山 k you because Of your b[联系方式已脱敏] SUPP0tt OV 5 Y our order from US $ 5 ， 0 （ the first time) t0 US$XXX （ ） ， that is 、 [联系方式已脱敏] in 朊 0 山 word ， with our bOth 》 our business is b[联系方式已脱敏] and b[联系方式已脱敏] ， we come true win t0 win, № w ， it is a b[联系方式已脱敏] for us t ， and our business ould have a wider ， meanwhile, p also 0 ，

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第二章价格 kindly consider that we need to bear each other responsibility and risk together. after all, we are not just simple cooperation relationship but a 80 and long term partner 什 Om my heart, ， if we bOth have anY difficulties then we can discuss and come over it together ， hOW dO you think ？ Sure. we would like to pay two module fee U 1 L940 （ RMB80 ， 0 開 as I mentioned before ） in advance t0 giveyou b[联系方式已脱敏] however, as you knew, the situation orstatus is not good, in fact, wehave a b[联系方式已脱敏] pressure from our financial dept recently, as you knew ， we just rent 5 floor building tO extend ourproduction[联系方式已脱敏] ssupplierscostwithcashbecauseofthis specialtime,allofthesefactorsleadtoourcompany' scashstatusisbadnowandourotherstrategy projects can not continue ， especially, our production [社媒账号已脱敏] planed t0 extend more than 2 [社媒账号已脱敏] （或者其他项目） ， [公司已脱敏] future development need, what is more, the exchange rate is not stable, above factors are all lead t0 our cost become more h[联系方式已脱敏] Starget quantities ， suppcsed you 时 US $ 1 閌坦一 US $ 300 ， 0 next time, how about pay only 0 ． 4 ‰ deposit, sure, we would retum you this deposit when your quantities arrive the one we discussed ， even ， the sake of safe, we can draft one normal contract. and remark all details you concerned. Vntil now, our cooperation is very $ m 闐山 and successful ， I believe that we can dO better in coming Y with 0 both kind understanding and SUPP01t, al ． if you have any wo 仃 i ， please just feel 什 “ to inform me ， and 1 would love t0 discuss with my team. Thank vewmuchagainandagain. Yourssincerely, 案例 66 原材料上涨问题： 现在我碰到一个问题， 因近期钢材疯涨， 造成价格极其不稳定， 现出现以下几种情况： 1 、 原钢材供应商出不了货或没货卖， 之前订的货供应商要求退还定金 ． 2 、 半成品供应商据了解也同样碰到这种情况， 买不了材料供不了货 ． 3 ， 订单不敢接。 接了就亏， 而且交期根本没办法保证 ． 以上 3 个问题近几天一直困扰着我， [姓名已脱敏][角色已脱敏][姓名已脱敏]， 我接下来该怎么做？ 钢材行情预测今后会怎么走？ 回复思路： 国家为什么要减免退税？ 理由一： 控制国内制造业生产成车， 抑制不断涨价的终端商品 ． 相信大家都有这样一种感觉， 就是最近两年各种商品的价格上涨的非常快， 不管是老百姓的日用品， 还是实体经济 61 0 ，

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第二章价格中不可或缺的钢铁， 铜， 铝， 化工产品， 很多价格涨幅都超过了 5 ， 甚至有的大宗原材料价格涨幅都超过了 10 ， 但是大家的收人并没有明显的上涨 （为何物价上涨， 大多数人收人却没有上涨， 以后会发文解释） ， 这样一来， 普通老百姓就会明显的感觉通货膨胀带来的压力， 最终不利于经济发展 ． 理由二： 防止美国未来加息收割， 提前做好应对准备 ． 这一轮大宗商品的上涨幕后最重要的原因就是美元霸权， 美国为了应对国内经济困难起发美元 ． 导致全世界大宗商品出现了不理智上涨， 可以这么说， 美国华尔街在一定程度上控制着全世界大宗商品的价格， 当美国通过美元霸权把全世界的大宗商品推上高位后， 通过加息让美元回流美国， 就可以完成对全世界大宗商品的收割 ． 相信我们的管理层也早就预想到了这一点， 所以提前开始抑制钢铁等大宗商品的上涨， 尽量降低输人性通胀， 从而尽量减少被美国收割的风险 ． 理由三顺应碳中和的国策， 压缩钢铁产能， 降低环境污染， 倒逼国内钢铁企业转型 ． 钢铁行业是典型的高耗能， 重污染行业， 这种行业特质与中国最新提出的碳中和和环保政策是严重相违背的， 同时， 虽然中国是全世界最大的钢铁生产国， 但中国却不是最强的钢铁生产国， 说得直白点就是， 很多具有科技含量的特种钢材我们依然不如美国， 日本等发达国家， 所以， 我们有必要像当年的发达国家那样把落后的产能淘汰或者转移》 从而顺利实现低排放， 低污染， 高技术的目的， 通过降低出口退税在一定程度上可以加速这个进程， 因为有很多锯铁企业主要利润来源就是出口退税， 如果出口退税没了， 就相当于没有了利润来源， 要么选择倒闭死亡， 要么选择技术创新， 不能再简简单单地躺在国家政策上生存了短期来看的话， 由于出口退税直接影响到了相关锯铁企业的利润 ． 应该是直接的利空， 特别是出口占比较高的钢铁企业； 中长期来看的话属于中性， 因为这可以加速淘汰中小钢铁企业， 加速实现钢铁企业的整合， 利好相关头部钢铁企业， 但产能受限也会利好国外钢铁企业， 从加剧竞争 ． 但是， 美元流动性预期没有实现明显改变之可能这种影响并不是十分明显 ． 所以目前状况下， 我们无法控制国家政策， 既然如此， 作为中国的供应商只能说服客户接受这种风险和损失即我们只能涨价， 并且这种涨价也会有成功， 因为并不是只有你一家面对这种状况》 某公司都会面临这种情况 ． 否则你要么不接单， 要么接单就亏损， 还有一种情况， 某公司， 如果先出口到其他国家再根据当地的出口政策来判断是否有利润差， 时间上也是一种问题， 两次的运费也是问题 ． 所以 ． 当下让国外客户接受涨价的话术尤为重要 ． 如何跟客户沟通？ 回复话术： Dear Xxx, Howareyou? I feel not good recently because [ 山 ou 咖 that the Status ould better. However, controlledbyourcompanyorme,evenat least coming months Thatis,Ihavet0bringyouabadnews ： ChinaCancellation0ftaxrebateforsteelonApri126.Belowis link about the news, please kindly check. 0 ，

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第二章价格 China Removes Export Rebate on SeveraI 《 Products 00 驢 “ “ C “ “ 》 妯 &對孬C～的@蜘拙壮型 “ 旃 0 伊 “ № n 刈妯楠 u - 幅 -cu众@“ ' 噁 p The 0 丨 h - ． 虱 coated e “ 卜吖》 d wlre r ‰ 一 《 · 的 「 me 山。 叩 0 七 ． e } （ 《 h 卜飛 ba 1 豺 - & 区 · 協耵 0 13 ％ “ te - m 扈 p ” 血 ” 卜 t 飛 № № 0 ，

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第二章价格 So,whatthispolicywillbecaused? Metal materialcostwouldbeincreased 50 Most manufacturets will closed especially small factories. Exportwillbecomehardandcostwould Delivery time expoflingwillbedelayed ltwasconfirmed that 5 newsistmeafterwedouble confirmed with government, 50 ， I am 50n 了 but we don' thaveanyotherchoiceandhavetoincrease.otherwise,[公司已脱敏] and dismiss 〕 p Y s, and exact latest price will be available after our a11 dept, held a meeting, Please trust we would not add 飞 COSt without r as long as we have the reasonable profits sure we u 尾 charge 什 0 盯 customem. ()s we would have b[联系方式已脱敏] risk t0 lose you or other cu<omers with adding COSt. Please d0 trust add the cost is the last st 印 that we could d0 without 旧讞 options. As 1 佣 business 丨加 5 ， we 曲 ould help each other in hard status. 职巧山 a Y v ' mu 曲， 先去第一封试探性涨价邮件， 试试水温看客户的反馈以及反弹程度， 然后根据客户的回复再出解决方但是任何解决方案回归到本质就是賺多赚少， 让利的数值 ． 0 ，

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第二章价格案例 67 报错价， 客户很生气问题： 采购报错价格， 高 ％ ， [姓名已脱敏]经理[姓名已脱敏]， 如何引导客户继续下单给我们？ 回复话术： DearXxx. We understood your f № very much. US$7.1 is really expensive ， if [ were buyer ， [ should consider a lotand thinkaboutitwhether enter into 1 al market. Before10fferyou ， in fact ， I was shocktoo when 1 this om our financial and purchasing dept., and I was thinking whether write this price or not.inaword,lwasalsodoubt. ， 1 spent a whole day to discuss with my whole team actually, even, we gathered and faced all present material suppliers tO discuss new price again and again, especially, compared and put everything OntO the table. all, for me, ] want tO get your order and stand in same [社媒账号已脱敏] you 200 ％ 丨 “ 、 k 甴， we got 皿 r cheaper cost finally, even, compare different factors like delivery time & 、 i & communication COSt C ， 山， we can get a final answer, just the final price is available tomcrrow moming after a a confirmation ， so ， pl kindly give us some more time and patience ， because we are really serious and sincere for our cooperation. Please kindly understand andweare happy t00 ． Thousands ofthank very much. YourssincerelY, 案例 68 报价技巧问这个客人是前几天刚报价， 报价的时候她说要 5 10 20m / 50m ， 我们的查过她是家加拿大温哥华市的一家首饰店的， 不是专业客人 （我们是做贺卡的 ), 所以报价的时候是 500 张价格最精准， 然后其他产品资料是按照我们自己对加拿大市场的了解订的， 然后她今天回复： 11 nk you much fOr YOur response ] have found a supplier that can dO a much lOwer price and 10w M00 l•m gOing tO with them as l'm just starting a new business and need tO keep my cost a slow as 1 n thank oftaking the time to get a quote. much.Have a 町 t d 盯里现在回复她是不是应该在 MOQ 上减一些， 然后要问她对方给她的产品资料细节 ． 0 ，

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回复话飛 Dear Xxx, Thank much your kind r As per your inquiry you requested us tO quote the price 0f quantity 500/1 閬 0 ／ 2 佣 0 / 5 刃， and 丨 did.l thought would choose quantity from the one you[公司已脱敏], | think 1 also have the chance t0 gain this business ， would you please confirm how many pieces are going t0 purchase that [ can quote 地 the exact prices includmg shipping ． （ You should al share me the chance t0 compete in the same level, r[联系方式已脱敏] yourreplytooffermethechancewouldbe appreciated. As per m.v professional e № i ， I 山 i the Card is with 3 m paper and Envelope 120 m w 闐囝 bethebest"couple' foryourrequirements ， wouldyoupleaseconfimifothersuppliergaveyouthe Same prices? l.ookingfonvardtoyourkmdreply. Best Regards, YourXxx 案例 69 已下单客户要折扣问题： 客户已经打了定金， 大货已经在生产， 但是因为汇率变化， 客户想要折扣， 我们是给还是不给呢？ 本身没有什么利润， 如果给了的话， 实在是承担不起 ． 回复话术： DearXxx, HOW you? lamreallysurprisedwhenlgotyour[联系方式已脱敏] in f ， lamreadytowritetoyouandinfomthattheraw material and labor cOst are increased 15%recently whenyoutellmethatyou want discount this time, even, 丨 don•t know hOW tO think, andmybrainisblank. Mr.Evanplanedtovisityou[联系方式已脱敏] then, lthinkthatyoucantalkwitheach other about discount facetoface. We are willing@give you some discount, but we are really distressed under this Outbreak situation• 0 ，

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HO 凶 the Outbreak will and everything tO nomal 5 闐 n ， Wereallyappreciatedyourefforttopromoteourmachine[联系方式已脱敏] ， Andwe will tryourbesttosupport you matter 山 e i t technOlOgy the Outbreak. HO 仳 YOu can understand and SUPPOrt us. We will trytodeliverythe manual machine ofyourprevious d tO you firstly at the end ofMar. Would you pl inform which machine you want 加 present on the May Expo? We will tO send it 6 虑 Attached Plfor yourconfimation. YourssincerelY ， 案例 70 汇率下降及原材料上涨下如何给客户涨价问题： 我们一个客户之前买过设备 ． 现在要继续下单， 但是这个价格不好做， 怎么提价格呢？ 如何在正率下降及原材料上涨的大环境中给客户涨价成功率在 8 以上 ． 回复话术： Dear Xxx. lhankyouverymuchforyourkindsupponintheneworderofourxxxproduct. [ am best understanding that now the Exchange Raw Material increased a compared t0 the i I quote № you in 1 t d “ ， and the material price al increaseda10LSowehavenochoicebutt0increasethepricefromxxtoxx( 原价和现价） meaædotmstwewouldnotaddthecostwithoutreason,aslongaswehavethe reasonable 0fi 卜 sure we would not charge from our customers. ()s we would have 就 0 b[联系方式已脱敏] risktoloseyouorothercustomerswithaddingccst. pl trust t0 add the ccst is due t0 the previous link that we have no 0 山 better options. As long-term business partners, ld help 0 山 “ togetherwith reasonableprofitsso that wec wo t 团旧 ． f h dl 佣 g 釕 Sureifyou cansupportusonthecost,pleasedobelievewewouldretummoreinthefuturewhenyou nædhelp om ． Yourunderstanding w 尾 h[联系方式已脱敏] 即 iat ． BestRegards, Y Xxx 67 0 ，

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第二章价格案例 71 报错价怎么挽救问氍做外贸过程当中我们经常会遇到一些情况就是我们报价的时候会因为各种原因导致我们报错了价格， 这个时候如果菡便说的话很有可能会给客户带来不是很好的体感， 所以要利用高情商话术去解释， 价格忘记利润报了出去， 怎么挽救？ 回复话术： DearXxx. WishycnhaveanicedayandeveMhinggoeswell. Thankyouverymuchforyourkindsupportintheneworder0fXxxProductwithtOtalamount0f$xxx. I vetY 耵 0 but due 加 the Coronavirus ， which brought h[联系方式已脱敏] cost in the raw material, the prices 1 Pleæ tnast are not that kind suppliers wh0 would like t0 charge after we confirm the r ， luckily we the updates 什 our raw material suppliers before the pmduction but not after the production.westillhavethechanceto reviseit beforeproduction. Todayourcanpanyheldameetingofyourorder,sureweshould betheonewhoshould take the resmsibility, [公司已脱敏] w 尾 really request your understanding and support on 祀 that meansourcompanywouldlovetosharehalfofthecostof$1100, topay S550extra. ] believe we didnt any profits 什 this d we just would[公司已脱敏] about this that we could make this order finally m ？ lnkingforwardtoyourkindrepl% BestRegards, YoursXxx 案例 72 报出的价格比[联系方式已脱敏] 做外贸过程当中我们经常会遇到一些情况就是我们的报价会比我们[联系方式已脱敏] 客户经常会拿着这个来质疑我们， 这个时候我们要利用高情商话术去说服客户 ． 其实， 很多时候， 我们[联系方式已脱敏] 还是有区别的， 一般可以用哪些话术跟客户沟通吗？ 0 ，

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第二章价格回复话术： 一般来说当我们的实际价格与[联系方式已脱敏] Dear XXX, 《 am ' 0 了 ' for the confusion due tO the cost difference from the 某平台 Website. Anyway please share your understanding that we are the B2B manufacturer, there are t00 many things that would affect the prices: 1. Qu ti 呼， a fa 0 ， quantity is vew important us. 2 ． CL 殴 li ti 佣， some requirements would cause 就 b[联系方式已脱敏] differences. 3 ， Specifications, like material, the r 1 [ 山 would u huge difference in the cost.These are the main differences between B2B and B2C, I really hope this would not be the barrier in our business. 0 most impoflant that we can “ YOu good products with reasonable COSt ， r[联系方式已脱敏] Sure, I have t0 say sorry that we w 尾 write some lower COSt in the website as attraction purpose ， anyway p ！ d0 trust that we would not quote you the h[联系方式已脱敏] prices t0 push you away. Your understanding and sup 凶 wouldbe veryhelpfulforus tO orderforward. L00kingforwardtoyourkindrep1Y BestRegards, Y 闐 Xxx 案例 73 涨价话术 ． 做外贸过程当中我们经常会遇到一些情况就是我们因为市场原因不得不给客户涨价 ． 但是这个时候客户经常会不同意甚至会对我们发飙， 业务员要站稳姿态， 不要自己吓自己， 问題： 有个老客户对价格非常敏感， 上次下单的时候因为材料涨价涨了客户差不多 3USD. 客户非常生气， 但是用过您的涨价话术跟客户解释， 后面客户也才缓下来最后确认了订单， 现在订单因为材料的间题已经 2 个月还没给客户交货， 客户前两天又下了新的订单， 但是这次价格又因为其他原因涨了有 5USD+ 当于到现在产品一共涨了将近 9USD ， 差不多 45 ％ ), 我想着直接发报价和 PI 过去给客户， 客户看后肯定要发飙的》 所以想发邮件过去的时候先跟客户说点什么， 让客户心里有底， 我想着如果像之前那样解释没什么诚意， 想了很久无从下手， 请问下您这封邮件内容应该怎么写好？ 谢谢！ 回复思路： 涨价是很正常的商业行为， 我们又没有骗客户钱， 不要降价就理直气壮， 涨价就自己吓自己大家讲道理的 ． 利用下面话术直接告诉客户涨价了 ． 回复话术： Dear Xxx. Thank you much for yourkind support in the new order Of our Xxx Product. 69 0 ，

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第二章价格 I am ver but please share your best understanding that the price our Xxx Product keeps going 即 again, now the best price I can 0ffer is $XXX/PC based on xxx pcs about the new order. would you please confim if the update cost would help t0 have the order confirmed? Please do this is the same all ofthe customeß in China ， it is the unavo[编号已脱敏] market rule. Sure as 1 you rm the order with update cost then ！ will send you the PI with order details YOur double confirrnation ， 山 a 黿 you veo' much. LookingfonvardtoyourkindreplY. Best Regards, YouB Xxx 案例 74 涨价话术@ 问题： 客户那边回复是这样， 他只接受涨价 5 ％ ． 6 ％ ， 因为他给他客户只涨了这么多现在我该如何回复？ 回复思路： 专业， 自信的话术下， 客户脾气也没有了， 也不发飙了， 也能接受涨价， 虽然还没有达到我们涨的幅度， 这个时候看一下 6 ％ 是多少钱 （要涨 4 ） ， 公司的意见也非常重要， 问好了就出招就可以了定要养成邮件的习惯， 增加自己的话术专业度， 语气） 回复话术： Dear Xxx, k you very much your kind reply. ] 圃 v 凹， m ． butpl 面 tn 巧 tonlY6 ％ uldn ' thelpustoconfirmtheorderaswedon'thaveso b[联系方式已脱敏] 3 ％ ． 6 ％ 能 37 to 00 “ you much discount, now we have around 5-8%profits, thou really eager t0 take your order, [ am very but I cant lowerthe prices m 巳 1 really № can share your best understanding. EspeciallY now is 0 factorYs 5 n which would not allow us t0 get the t00 10w at I r h0 you could also discuss with your customers about this and know how is the feedback from our customen, thank YOtJ much. Best Regards ， Yours Xxx 70 0 ，

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第二章价格案例 75 涨价话术@ 回复思路： 把客户逼到墙角， 这个时候话术己经到位了， 如果真的降不了， 就回复客户说： lamverysorrybutwouldyoupleasetrytocomparewithothersuppliersfirstü»utthisitem? 如果能降， 那就将最新的价格报给客户， 利用降龙十巴掌第八掌给点客户台阶下 ． 现在我已经将他逼到落了， 某公司做的决定会直接影响到成交， 你们要根据自己实际情况去做分析及做决定， 回复话术： Dear X a much reply. DO you believe that when I [联系方式已脱敏] ， [ not because 0f t d “ ， it is becauseyou 殴 me even I increased the cost and keep supportingme in this r 〔 t № u 蜘 the increasing is the difficulties that we have t0 face together). I would my best t0 feedback you ： 1. Qualified products with qualified services. 2 ． Sure when need some help om ourside in thefuture please me 0 山 en [ will applyfor youas feedback. 3 ． A personal gift with my personal picture which 0 grate in the om heart. Thanks again andsupport. Looking forward t0 your xxxxxxxxxxx （看下接来要做什么 )• Best Regards, Yours Xxx 案例 76 如何拒绝客户降价要求问题： 我这边有一个客户今天下了订单， 价格比 5 月份的价格涨了 18 个点， 以下是我按照您的话术从第一封邮件跟客户沟通到客户回复的两个回合 ． 客户现在让我们降 3 个点 ． 但是呢， 这个价格真的是最低的价格了， 我们已经没有空间再降了 ． 麻烦帮忙看看怎么回复客户好？ lcannotaskyoutolostmoney. Check ifyou can adjust the i 15 ％ and I will discuss with my b0 ， Another important. 71 0 ，

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第二章价格 Have check if this product is according with the new ERP standard? 回复思路： 要是一开始就涨 20 个点现在不就好了嫲， 哈， 现在把自己搞死了， 一点空间都没有， 现在对于客户来说不是涨多少的问题， 现在客户需要一个台阶下， 没有台阶下只能硬着皮头上 （多次涨价下希望我们业务员能够明白， 涨价是很正常的商业行为， 不要自己吓自回复话术： Dear Xxx, k much your kind reply. PI do u that we are in the same boat now, I am not a smart sales that tO more like 2 （ then I would gave you some discount afterwards ， sure would not have more commission if I 尾 .YW h[联系方式已脱敏] cost (even it is a little more, but it would not have b[联系方式已脱敏] the important me is get order), have t0 believe that if [ could 0 you discount then e 1 lnordertogetyourorderld[编号已脱敏][联系方式已脱敏] t0 gain a Step for № 山 0f ] am really awkward when readying Y0ur [联系方式已脱敏] t0 help met0 this awkward? Sure if you could SUPP0rt me in this order then I will feedback more in the e when you probably need from me, thank you very much. l.ookingfomardtoyourkindreply. Best Regards, Yours Xxx 案例 77 报区阊价后不回问题： 前 3 天接到了一个灯带的询盘， [姓名已脱敏][角色已脱敏][姓名已脱敏]： 飞龙在天这个客户回复信息都是很简短的。 让我把所有规格的价格都给他报过去， 我报了区间价格过去之后已读不我在邮件和平台上同时按照已读不回的话术再次跟进， 然后今天客户给我发了个 Hi 过来后信息还是不回复不读取， 沉默不语让我非常煎熬 ． 针对这种客户还有没有什么方法能够吸引客户和我多聊几句话呢？ 回复话术 DearXxx ， Thank YOu very much for your kind reply. 72 0 ，

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第二章价格 ea businessneedsmorecommunication ， maybeyou are apeople who is not verytalkative, but bßtunderstandingthat ] w 佣尾 veryloveto help, simple reply like only "hi' wouldbealittledifficultforagirlwhoisnotvewtalkativeeither I double check my [联系方式已脱敏] again and again and I think I 妇尾 a professional and responsible 1 writingthe r[联系方式已脱敏] [联系方式已脱敏] with 巧 t contents. ofthem should not exchange silence some cold w 凼 ． I ow butdonot water her ， thankyouverymuch. LookingforwardtoyourkindreplY. BestRegards, Yours Xxx 案例 78 客户要求发产品报价表问题： 做外贸过程当中我们经常会遇到一些情况就是客户一来就要我们全部产品的报价表， 给吧 ． 不精推而且得到的结果也不见得好； 不给吧， 客户又会不下单什么的 ． 某公司完整的价格单， 不提供就不合作， 怎么回复？ 回复话术： DearXxx. lhankyouverymuchf«yourkindreply. lcan “ ' y ve the 鼾 ] em I cant. ， likethe 1 oco quantity “ ofthem wouldcausedifferences(ometimesvery b[联系方式已脱敏] in prices. lflofferedyouthequotation.whenyougivemethedetailspecificationthenlhavetoupdate thecost tO You, sure ices e betterthanthequcnation, YOu would f 1 veryhappy; but when the pricesare 皿， Anywayin the 73 0 ，

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第二章价格 attachment forit,youwill fi ： 1. XxxSeriesfromPage 卜 2 ， 2 ． Xxx Series Page3-4. 3 ． 5 ． 4 ． Xn Series 什 Page 6 一 7 ． 5 ． XxxSeriesfromPage 8 一 10 ， ln helpto 1. WhichmodelyouarewingtOtake?(Youcansharemethemodel № orpictures) 2 ， What kind 0f material thatyou need? （ Y 11 find the in the r[联系方式已脱敏] tO picture). 3 ． Whatsizedoyouprefer?(You ， llfindtheoptionsinther[联系方式已脱敏] 4 ． HOW manY pieces tO purchase? As long confirm the details above then I will 记 quotation d&ils immediately LookingforwardtoyourkindreplY. BestRegards ， Yours 案例 79 讨价还价问题： 有一个客户让我报价 300 个， 我一开始报的是带 8 种亮灯模式的价格凶客户说我们的价格太贵了， 我就转移客户的注意力到产品质量上落户才说他要的是 2 种亮灯模式的， 他还截图给我看他在其他供应商采购过的价格是 4 ， 凶现在也还在卖， 只是不想把鸡蛋放在一个篮子里， 所以想多找三四家供应商， 而且还说已经从事这个行业有 5 年的经验了， 知道是什么样的质量， 他从其他家买的灯从来没有收到过投诉说质量不好 ． 回复思路： 这个时候先给客户报价然后再引导客户买样品做对比 （站在帮助客户的角度出发 ), 这个时候要相信客户在找供应商一定是有原因的， 不要纠结在那个 245 上面， 要想办法转移客户的注意力并利用话术说服客户： 回复话术 Dear Xxx, ThankyouverymuchforyourkindreplY. TOday held a meetingofyour Order careful calculation aboutyour order our Xxx Prcduct with 佣 ly 2 XXX. 0 ，

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第二章价格 The best price I can Offer tOyOu is $ 3 ． 04 / pc based on S ， Of course, there are always lower-priced products in the market, as your professional and responsible les 》 I would love tO advise if YOu cOuld try tO order some samples SO that you can make a better comparison and a r[联系方式已脱敏] decision? Market is always changing, I do believe a good business so needs to make more improvements and changes 50 that we can catch the best time in the market ， if possible I al advise you can order more styles for testing market result,like 3 4 5 x ． 6 x ， 7x ， 8xxx and on. If you think my advise is helpful please share me your decision 50 that I can re-confirm the cost 朊 Looking forward t0 kind reply. Best Regards ， Yours Xxx 案例 80 客户说价格没竟争优势问题： 做外贸过程当中我们经常会遇到一些情况就是客户经常拿着人家的价格来压我们而且说在某平台卖没什么竞争优势怎么办？ 回复思路： 其实客户回复的重点倒不是你的价格贵 ． 而是这个价格在某平台上卖没有利润， 所以这个时候我们需要去某平台上找下我们的产品， 然后给客户算一笔帐： 就是客户跟我们买我们能让客户有多少利润 （特别是那些价格特别低的一定要告诉客户销量一般不太好， 所以要找销量好的， 合理价格的， 质量好的 ). 回复话飛 Dear X ， Thank very much for yourkind reply. Sure I can totally understand your concerns, 1 also checked the situation in 某平台, please refer to the attachment for the picture 0f them with best selling, their prices are 豇 0 皿 d $xxyJ 戗 “ shipping 如果是包邮就写上） ， SO if buy from with price 0nlY$XXX/PC based pcs （客户要的数量） for with shipping cost $xx total, that means each piece would $ free shipping. this would help you t0 0 ，

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第二章价格 gain around Xxx% profits. （ w 尾 you P ] confirm if this could help us tO have this order proceeded?Pleased0üusttOOlowpricesarealways which could gain tbe market) Lower prices always available in at same time they 小 0 with reasons, SO would youpleæconfirmifthey arecomparedinthesamelevel ： 1. Material: Weusethesameleve10fAviationAluminiumAlloyMaterialswithhardness6063plus. 2 ． H 岫 ． on ： WeusetheXXXimpatedfromGemanytoreachLeve 卜 8precision(normalis on 阉 5 ） 3 ． T 曲： WeusetheYK-100Torchwhichmakessurethecuttingedgesm00thtoreach99.99%xxx. 4.CNCSystem: WeusetheF2100BdevelopedbYShanghaiCommunication[联系方式已脱敏] levelR&D inCNC lndustrial. 5.Waranty ： As 3y “ 一定要绝对专业， 让客户看得懂又看不懂， 但又觉得很厉割不明觉厉） YourreplY veryhelpful forustofind the wh0 10w is lowerpricesd0ß. BestRegards, Y 佣 rsX 耵案例 81 不断降价客户还是不下单问题： 我有一个西班牙的客户想要做 xxx ， 总共 20 件， 一开始报价给客户， 他觉得价格很高并且告诉了我他的目标价， 后面我们经过一番解释给他降价了， 但是第一次降价没有达到他的目标价只是接近他的目标价， 比他的目标价多出 3 美金， 客户就发他的其他供应商报价过来给我看， 别人的报价比我司报低 6 美金， 客户反馈如果我能改善这个问题他就选择我们， 然后我司衡量成本之后， 第二次降价就直接达到客户的目标价了， 并且说明我们的报价己经不能再低了， 发给客户的邮件和旺旺信息他都秒六但是他没有回复， 于是刚才我打[联系方式已脱敏] 15 点 ), 但是他拒绝了， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 砍价大忌： 0 动不动就降价； 动不动就问客户目标价 （或快速达到客户目标这两条你全犯了， 这个客户就是被你的快速降价 “ 杀死的的 ． 76 0 ，

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第二章价格回复话术： DearXxx, Wish have a nice day and everything g 5 well. Thank you very much for your kind patience, which was very lp I t0 confirm the product details Of our Xxx Product and I also the quotation details confirmation. 树上次沟通内容[内部角色已脱敏]结） ． Would you 司 confinn how would you like to ship the goods that [ can quote YOu the shipping tf 螫而佃 ation ． 吲导客户进人下一步 ). Please d0 trust all 0f these didn't come easily, I really in the i decreasing ld exchangeyourorderbutnotyourdoubt,[thinklamdoingther[联系方式已脱敏] have t0 keep a little more patience then sure we would help 山 r tO move a b[联系方式已脱敏] 》 [ really j thiskindof"eachotherhelping", “ （情商推进） ． L00kingforwardtoyourkind Best Regards, Yours Xxx 77 0 ，

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第二章价格案例 82 客户比价问题： 给客户报了价再跟进的时候， 客户明确回复说在和其他供应商比较价格， 这周之内给回复 ． 这种情况下怎么跟进好呢？ 谢谢回复话术： DearXxx, Thankyouverymuchforyourkindreply. Sure I can totally understand your concerns, as YOur professional and responsible 5a1 at this moment I would ¥ ' 1 e t0 0 什 you rny help with my professional product knowledge and experience: lfpossible and you don't mind ， would you please share me their quOtation details ([公司已脱敏] name or any other information that Y0u think necessary) but please keep the $ p 重 tion pictures and prices, they are totally enough for me t0 give you advise. 巛 is not a bad thing that have one more opinion especially it is from a professional 1 whO sh ld have something that youprobablyneed). Sure we are accept any su t and new ideas that will help us t0 improve ourselves and move the d Your reply tO the feedback would helpful for us t0 move the order faster and easier. L00king forward tO your kind reply. Best Regards ， Yours Xxx 案例 83 如何催客户设计稿问题： 有个俄罗斯客户要采购的， 现在处于等待客户的产品设计稿件出来报价格 ． 已经报价过也经历过了讨价阶段， 我们让利了的优惠折扣 ． 7 一 13 ： 利用原材料上涨， 及让利 3 ％ 使得我们现在的薄利不能支持任何的成本涨价， 去催客户的产品稿件尽快发给我们报价 ． 7 一 14 ： 收到客户的回复是： thankyouforyourletter.Wearepushingourengineer,sowecan send you final 3D drawings etc. we understand the situation regarding materials and we will d0 our best to have final decisions soon. 78 0 ，

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第二章价格我接下来用什么话术跟催客户的设计稿件呢？ 回复话术： DearXxx. WishyouhaveanicedayandeveMhinggoeswell. Thank ' ' much foryour kind ti which was ¥ ' helpful us to confirm the product details, 凸 you mentioned that your engineer is drawing the 3D des[联系方式已脱敏] last time.Time flies, it has been around week “ our previous communication, I still didnt get the update from your side, [ do believeyourside would 0 № b y meet some difficulties in the des[联系方式已脱敏] yes, would you sothat todouble confim with our engineer. We also have very professional d i 亟 team who could 0 腋 r you the help in the drawing. Y need lp can al ask 什 we would very glad t0 offer you the help with ourprofessional expenence• I believe only have to keep a little more patience 山 we would help each other t0 move a b[联系方式已脱敏] is d ， LookingforwardtoyourkindreplY• BestRegards, Y 闐 0 Xxx 79 0 ，

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秀件首第三章交期 0 ，

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第三章交期案例 84 交期延后， 客户要退款问题： 做外贸过程当中我们经常要碰到拖交期的情况， 有拖短交期的也有拖长交期的， 无论是哪一种， 大忌都是没有一次性拖到位 （也就是拖了又拖从而消耗掉客户的耐心， 所以拖交期一定要一次性拖到位） ， 有一个阿塞拜疆的客户， 这个客户之前付款一直付不过来， 客户第二次付定金款的时候， 跟我们说为了不影响交期， 某公司安排的订单要开始生产， 为了不给付款造成意外我们就直接同意了 ． 后来 5 天左右， 款到账了， 客户问交期， 因为是新品， 说大部分产品 20 天， 一个需要磨具的是 40 天， 某公司跟我们签的合同直接从 20 天改成天了 （说有一个尺寸也需要开模） ， 现在距离客户付款已经过了快天， 客户以为他的货要生产好了 ． 准备让我们发大部分货物， 40 天的那个空运， 但是我们的大部分产品还没开始做， 新的交期是 7 月 8 号， 跟客户说了之后， 客户很生气， 说我们的拖延让他们的生产停止了， 还威胁我们要退款 ． 针对这种情况， 我用什么话术让客户不生气， 接受我们的新日期？ 回复话术 Dear X ， Wish you have a nice day and everything goes well. I am very ' forthe late received theFabricrawmaterial fromoursupplierabout yourorder, wefoundtherawmaterialcouldn ， tmeetourstandardquality,oursupplieralsoexplained that therewassome difference in this We held a meeting 0f your order immediately with 0 盯 production department, after some t we dec[编号已脱敏] return the thenew onewithstandard quality ， th1S is the main reason why we have to delay the delivery around 25 一 days. At thismoment your understanding is and appreciated ， please u weare not that kind 0f supplier wh0 pursuit profits only ， I have t0 keep 0 什 ng the r[联系方式已脱敏] u with t quality, this is alsothe main Son-yagamforthedelay 、 Best Regards ， YoursXxx 案例 85 交货延迟客户要我们承担运问题： 我的一个客户的一个订单原本交期是 10 月 8 号， 但是 7 号我们的配件回来发现有很多不良品， 于是我当天跟客户说了延期一周 （当时有提供配件不良照片给客户 ), 客户一直没有回复延期是否 OK ， 等到 13 号下午的时候客户回复说这个订单的货做好之后要我们承担运费寄出， 我有跟客户沟通， 但是客户还是坚持要我们出运费 ． 现在算下来运费比货值还要高， 0 ，

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其实这个客户的订单我们一般不轻易延期 ． 这次也是因为配件不良品太多才跟客户说的延期 ． 现在我也不知道该怎么回复客户， 急待您的回复， 非常感谢 ． 回复话术： Dear X ， Goodday.IwishevQthinggoeswellinyourside. lnfact.lunderstoodyourfeelingthatyouarenothappyforthisdeliverydelay,apologizeagain for bring inconvenience t0 you this time, 团 we w 尾 keep 佣 time further cooperation as same p 佣 sor ， y thatwehavecooperated 5y ， d i is almost ． 8 ％ time, yes ？ business is time, lfyoucanhelpusthistime,wewoulddosametooaslongasyouneedusinfuture. Especially,thedelivetYdelaycausedbymaterialsupplierwhosepartdoesn' tworkwellormatch well,however,intheotherhand,weareresponsibleforyourqualitysystem,otherwise.wedon ， [公司已脱敏], cons[编号已脱敏] and seriouson businesscooperation. LuckilY ， “ we double check all 访 c 凸 carefully one by one and the s work t, we would like tO tell you that we can ship out Y0ur d t just could confirm the shipping c 山 enyou at 缸 of 山 is “ n 山 ． 喀户什么时候付你们就怎么写） ． 1 am always here t0 give best service, ifyou just feel “ tell me. lhousandsofthankyouverymuchforyourkindundetstanding. Y0 如晒 ely ， 案例 86 清关延迟客户想退款问题： 有个客户是 9 月 28 付款的， 总货值 4 佣多美金， 运费 100 多美金， 客户选择走的是某平台海运专线， 我报的出货时间是付款后 5 一 8 天发货， 发货后 18 一 25 天能收货 ． 货物正常是在 10 月底应该派送给客户， 但是我从 10 某公司的时候， 他们说货物不知道什么原因推迟了一周才上船发出， 货物会在 11 月 2 号到港， 3 一 5 天清关完成》 清关完成后 3 一 7 天派送， 当时跟客户沟通货物会在 11 月 10 号前派送， 客户接受了这个时间 ． 11 月 3 某公司时》 他们说货物已经到港， 并且已经提交给 U 公司， 但是他们的货物爆仓， 还没有开始提货 ． 某公司尽快提货派送 ． 跟他们联系了一周都反映是 0 ，

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第三章交期这个情况， 跟客户反馈说可能派送会延期时， 客户申请了退款 · 因为她 14 号要去外地两个星期， 无法在家里收货， 并且觉得我们很不专业， 导致货物延期了那么久， 并非常坚决要退款 ． 某公司催那边尽快派送时， 他们说货物并没有到港， 原因是在国内出口时我们的货物当时被海关查货， 导致晚了一周才上船， 要 16 号才到港 · 请问这种情况要怎么安抚客户， 跟客户继续沟通呢？ 回复思路： 我们出货是准时的， 只是无法控制运输时间， 回复话术： Dear Xxx, ActuallY, I am upset when you sa[编号已脱敏] we are not professional, anyhow, you are r[联系方式已脱敏] according t0 theresult.thatis,youdon' tgetgoodsontime. However ， if you can *e my eff $ from products finished and delivery time we amanged ， in fact ， we ship out ga 5 from [公司已脱敏] factory is on time, however, what happened during transport, it is out 0f our control “ “ 山 forwarder. possible, c 尾 you please wait more than 4 days, our forwarder told us that you can get them within 4 days, supposed n led goods and changed new supplier, it a 卜 0 needs more days ， it is not competitive ， and with Christmas holiday coming, almost companies production [社媒账号已脱敏] busy t00, p ] kindly give YO bestandkind understanding, and 50 this problem together, how do Y 山 i ？ Yourssincerely. 案例 87 工厂排单紧， 延期交货， 客户要求赔偿问题： 有个孟加拉客人， 最近这四个月下了两个小柜一个高柜 ． 也挺好的一个客人就是有时候喜欢钻空子 ． 有个单子走 LC 的， 上面写的最晚交期 10 ． 22 ， 也是留了一部分空间了， 金額 1 预付款 ． 尾款走不含税 ． 某公司交期 10 月 5 某公司延期到 10 月 12 日， 告知客人的时候他们已经不太高兴了， 某公司排单紧， 结果现在也完成不了， 赶不上最后一班船期， 下一班船也要到 23 号了， 现在客人要[内部角色已脱敏]货款 2 ％ ， [内部角色已脱敏][内部角色已脱敏]共 34 ℃ 多 ． 不过 LC 上也没有写发货逾期的话要赔偿多少， LC 不符点就正常支付， [姓名已脱敏][角色已脱敏][姓名已脱敏]， 把这个 2 ％ 的赔偿给尽量免了 “ 回复思路： 给客户一个保证， 如果超过多少天给予相应的赔偿 ． 回复话术： 85 0 ，

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Dear X 獄， [ a little sad upset refer the 2 ％ compensate ofwholepayment if we have delay. Franklyspeaking,wedon' twanttohaveanydelay, otherwise ， howwegetneworcontinueorder?We want tO get the goods out as quickly as Y0u dO. SO ， please please kindly give YOur best understand tO us this time, and wewould giveyou help ifyou Besides, I have a idea and t0 decrease loss, how about like this, that 媳 delivery time beyond 22 October （ the late delivery time is 22 山 ． October on LJC), ifwe delay one more day, and we compensateUS$kY„X( 如果超过一天， 赔给他们多少金额， 你募一一下看你们能给多少 ). After all, our business but 山 e long ？ Y sincerely ， 案例 88 物流延迟问题： 货物寄了后， 物流一直没有史新怎么办？ 回复思路： 这种情况下只要能将事件事情解释清楚再加上一定的情商包抄话术基本上能解决问题， 这种情况下大部分业务员都没有办法将事件事情解释清楚， 所以才会导致慢慢消耗完客户的耐心 ． 回复话术： Dear Xxx, Wish you have a nice day and everything go well. About the late delivery ofthe Masks, please 呵 t0 share your best understanding and dO trust ： 1. We shipped on time in the first time on 24th April, but our forwarder returned to us on 8 山 May. 2 ． We shipped the second time on 9 山 May immediately after we the retum from our 化舡 d by EMS and we gave you the Tracking Number at once. 3 ， [公司已脱敏] is always trying best t0 solve it, 翮盯 in this special Corona-virus period, there were a that we couldn't ContrOl. 生 We are the one wh0 most h0 you can receive the Masks immediately. Our heart is the same angry and anxious, maybe much more than you. 5 ． We keep pushing much more to forwarder ， [公司已脱敏] wh0 charge YOu more late delivery like the •Speculators• thou we pa[编号已脱敏] more in the shipping cost the second shipping, we just would [ 0 “ t0 ship the goods tO you soon as possible. 86 0 ，

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第三章交期 s e r llyh ey e yourbest unde.ßtanding on it, [公司已脱敏] would retum more in the future. YoursXxx 案例 89 因质量问題无法满足客户的正常交期问我的客户订了带木纹的彩锯板用来做复合墻板的， 现在我的彩钢卷做出来有质量问题， 工厂重新做的货期未定， 客户说 4 月份不出话要我全额退款 ． 我现在想到唯一的办法就是， 某公司做不出来我就建议客户做白色的墙板， 现在是要想办法怎么让他不退款？ 回复思路： 高情商话术； 就算解决不了问题， 客户的态度也能发生 180 度转变， 回复话术： l)ear Xxx. About the crder xxx Board with Wo Pattern, now the production is in the last step, please d0 trust we are always trying much in your order, you are one Of our most important custOmerS. Anyway 1 am verY ÜrY but nOw are facing some difficulties in your order in the Wooden Pattern. 1. We will tomake all of 山 with Wooden Pattern sure. 2 ． lfwe 山 you pl your best understanding t0 it whitecrbrownplaincolor? PI the attachment the picture 0f the one with white brown plain color that can doubleconfim. ln d catch the livet 了 date in April, I really need YOur understanding and p 凶 your reply on theconfirmationwouldbeveryhelpfulforustomakeithappem We much time d I believe № 山 0f us would love t0 all 0f our e 什巧 m ev 皿 e ． l-ookingfavardtoyourkindreply Best Regards, YoursXxx 87 0 ，

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第四章付款 0 ，

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第四章付款案例 90 催款步 1 ． 外贸催款信怎么开头： AgainwecallyourattentiontoyourpaymentdueApri130. We again call Y 似 attention to the following invoices i 山， according t0 0 盯 records, are still unpa[编号已脱敏] normal terms ； Once again ， we ask your cooperation in paying your account which is now more than two months WehavenotreceivedanyresponsefromyoutotherecentreminderwesentyouonMay20aboutyour overdue account. You d[编号已脱敏] of $ 78 ． 50 ． You have not my previous letters asking payment your 578 ． purchase. 2 ． 催款信中说什么理由 Wcnld pl have 皿 explanation of why the invoice is 5m1 outstanding? PleaseletusknowwhYthebalancehasnotbeencleared. Wewouldliketoknowifthereisareasonforyourde12YinpaYingyourlongoverdueaccount. 3 ． 一封温和的外贸催款信怎么写 lamsureitisnotyourintentionto[联系方式已脱敏] difficult ， butthat's whatitamountsto. We realize thatfinancial conditions in Bynow, however, wefeel P y “ haveoverlooked these due payments. lt would onlyfairto now Toavoid ， immediatepaymentofthe amount 4 ． 一封坚定的外贸催款信怎么写 Wecann010ngerallowthisaccounttocontinuetogounpaid. 91 0 ，

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第四章付款 TO continue your open accounts it is n 毿巧 ' that they pa[编号已脱敏] days as agreed when they are lt is nt that this account tl at once tO avold any problem with your credit standing. ln 山 case, we have no altemative but to withdraw credit privileges. 1 delinquent tus Of YOur account[公司已脱敏] 丘 om our ] 殴 credit customers. 5 ． 外贸催款信怎么结尾 Wewouldgreatlyappreciate yourpromptpayment. We are counting YOur cooperation in making a prompt payment. at reason the delay. PI restore our conf[编号已脱敏] in YOu and maintain Y0ur good credit rating by sending us your payment 案例 91 催尾款 ． 话术 ． 问题： 我们的客户因为疫情隔离， 银行没开门》 但是我们的货物备好了 ． 客户无法打尾款， 我建议客户取消订舱 ． 等尾款打了再装船， 客户非常生气抱怨我们不尽人情》 说我是一个糟糕的供应商， 现在说要让我取消订单 ． 回复思路： 有时候， 我们不能太势利， 在特殊时期也要先进行人文关怀， 先稳定客户的情绪再解决事情 · 回复话术： DearXxx. ] rY ， PI kindly forgive such stup[编号已脱敏] 0f pushing t0 balance at this hard time, just ] was g tO ship out YOur goods on time we planed and talked bef0re, because I am wo 仃 i about whether 1 al city a 》 t will lockdown or closed, lead t0 can not get them on time, y № w kindly accept a 凶 g ． Your 川了 has 16 s · pl pl p ] me know you & your team & your family are all 92 0 ，

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第四章付款 fine,thank you very much. Coronavirus becomes more serious now ， please more careful, if 仳 any help such as free face mask ， please tell me, we would like t0 post some 什 you. E ¥ ， whatever finished items or new confirmed PI order ， if you have any worries difficulties, just feelfreetolet theminourwarehousefirst.Aslongasyouneedatoneday, 山， we arrange tO ship out tO your side. Comparing business with your health, 丨 care more about the later, 町 conceming present status, we will cancel this booking, when you need, then let us know Thank verymuch. Younsincerely, 案例 92 催尾款 ． 话术 0 问题： 客户一直说一定会给我们打尾款， 只是让我们先装船先出货， 如果不是因为疫情隔离状态， 早打款了 · 回复思路： 当无法改变现状之时 ． 为了稳住客户， 往我们的最低目标出方案， 外贸当中也有见提单付犹贷权依然在我们手上 ． 回复话术 : Dear Xxx. We can understand the feeling 100%thatyou can 'tpaynow the bankclosingand thetmubleof quarantine. After meeting with my b0 wh0 give me an infom and it's approved that we t0 meet your requirement this time and delivery the goods on the boat on 3 h March ， then we will express you the or[联系方式已脱敏] BL after receiving your balance ， and we really hope that we can your payment on 1 h ， April, becausewealsohaveworkshoppressureatthesametime, liketheproductioncostofraw materials and worker 、 Y etc, even ， we have t0 pay the shipment tO our forwarder and your fo 两 d in advance ， thousands thank you your kind understanding again Yours sincerely, 0 ，

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第四章付款案例 93 付款方式阿題： 我们有一个非洲的客户要卫生巾机和包装机 ． 刚开始我们就谈了卫生巾机确认付款方式 3 定金冼付巧 ％ ， 等图纸出来后再付巧 ％ ） 和 7 出货前付清， 都是付百 ． 后面客户加了一台包装机， 客户要求付款方式先付 3 定金， 剩下的 7 喁等出货后 45 天才付 （相当于 4 仪 USD 要出货后 45 天仂， 后面我们跟客户谈要么包装机跟卫生巾机一样的付款方式， 要么就是 3 定金， 6 馈尾款， 剩下 1 见提单付， 这个已经是我们尽力的一个付款方式， 他们选一个自己喜欢的 ． 客户考虑了一个月左右， 他们现在又考虑要预留 3 OOUSD 在我们给他们安装好机器天之后付， 这个付款方式风险很大， 我们没办法接受， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 客户比较谨慎敏感的性格 ． 回复思路 ． 如果是客户， 某公司的不易， 除此之外， 也让客户懂得我们已经给了他便利 ． 如果是老客户， 坚持底线原则， 拒绝客户 · 如果客户是新客户， 回复话术： Dear Xxx, k you ' ' much for your feedback and your idea payment way. lnfact,Iunderstandyourstatus200%,itisahardtimeinyourlocaI,infact,wefacedsuchkind0f position same YOtL Why1sa[编号已脱敏]? Most0frawmateriaIs ， suppliers have stopped and closed because 0f VIRUS, lead tO material COSt is becoming h[联系方式已脱敏] and you can not image 山 a 〔 this extra COSt increased 15 ％ ． Even ， those suppliers only accept cash order then supply normally, it is really hard t00. Please kindly understand my feeling that I want tO d0 business with is stronger than 0f any 0 山釕[公司已脱敏]. ifhave any possibility and chance, [ would love tO m YOu any requirements. ln fact, if you become our regular cooperation partner, [公司已脱敏] policy allows that accept delay payment as you mentioned, however, it has tO some times, after all, we don ， t know h well the first year even some months, you know that business needs time and then trust deeply howdoyouthink? in my opinion, [公司已脱敏] regular process 吓 t, but, in future, YOtJ can get some r[联系方式已脱敏] ] lie that our future is verybr[联系方式已脱敏] Besides, in order t0 show my sincerity, after [ communicated with my leader, we give you 2 〔 deposit （ Other clients 3 6 deposit, then 70 ％ balance before shipping PI kindly consider Our sincerity, I al would like tO 5 YO 酊 kind understanding and effective action tO move forward. 94 0 ，

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第四章付款 Finally, thousandsofthankyouforyoursupportinadvance. YourssincerelY, 如果是老客户， 要明确拒绝客用高情商话术拒绝客户： DearXxx ， [公司已脱敏] held a meeting 0f order, I am very S0tTY[公司已脱敏] 1俨t@ a Of customers because ofthe "Credit Business"@ ActuallY t0 offer this kind 0fFavorable especiallythelong tembusinesspartrm ln the Y we 0 a lotof Favorable P01icies tO our customers like: 1. Tostarttheproductionwithoutdeposit. 2 ． TO ship the s without balance. & The daysaftertheB/L„ 4 一 ． Butslowlywefound ： themoreFavorablePoliciesweOffered, themorethreatswegotfromour customers who took the Favorable P01icies as negotiation chip t0 push us give more "Unreasonable Request" ， otherwise they would this and that, finally we 丨 a long term business customers in the pastyears[公司已脱敏] couldn't Y0u the "Credit thebestwayis: wekeepthisgoodbusinesshabitsothatwecanworktogetherfurtherand yourunderstandingonitwould Best Regards Yours Xxx. 0 ，

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第四章付款案例 94 催尾款待发货何氍客户的货物一直在仓库， 但是没付尾款， 怎么做？ 回复思路 ． 以高情商话术哭穷向客户展示不容易 ． 回复话术： X 息， Wish goeswell. Actuallyalwayswewouldlovetooffermoreandmorefavorablep01icytoourcustomerslikewecan helpyoukeepgoodsinourwarehouseandacceptdelaybalance,however ， pleasedoshareyourbest is ， with Christmas holiday and ' ， 5 p i arrangematerials “ ， your understandingaboutitandt"topaYintimeasweageed?Besides,lalwaysgetb[联系方式已脱敏] accountdepteveryday,andlcannotsleepwellatall Sure you could 5 叩 《 t us more this time ， “ company would more in the future when y n d 什 can 》 but onlycold business, ldobelievebusinessisalwaysnotonlybusiness how about keep Y in at le whether the balancenow? BestRegards Y 佣 Xxx 0 ，

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第四章付款案例 95 客户欠货款问题： 当客户欠我们的钱后不还怎么才能撬动客户？ 我有个客户比较特殊， 是马来西亚的， 某公司很小， 没有多余的资金周转， 加上当地的订单都是工程类， 需要賒账， 所以我们通过中信保和他走的账期提单后天付， 后来有一个订单， 我们这边遇到布控检查后被查了两个月才出来， 就给他补了一批相同尺寸的板子， 先发过去用这个查验， 放出来之后直接发给他， 让他卖出去后再给我们钱也没事 ． 后面的订单一直做到 10 单， 到目前为止我们催了很多次， 好不容易上个月打了一笔， 目前还有 1 万美金没有付清， [内部角色已脱敏]说板子没有卖出去， 而且查验的时候有一些板子比较破損， 所以不好卖就没钱还， 我想了很多种方法， 比如和他说最近汇率好， 让他想办法凑钱， 哪怕跟银行借款先还清， 我给他可观的折扣 ． 还有和他说再不还走了出去了就不能中国采购， 进人黑名单， 还有和他说我们老板是股东大会， 不是我们老板一个人能给他通融就可以， 再不还股东大会就会想办法把钱要到和他说， 先借一部分钱和我们继续买货， 这次不算账先提单付款， 这样也挣了钱， 资金流动起来就可以越来越流通， 就有能力付清尾款 ． 还说老板要去马来西亚找他谈一谈 ． 不过他说拒绝了， 某公司很小， 而且等到 10 月 7 号， 如果他这边还是还不上再上去找他也行 · 该想的办法都想了 ． 这种情况怎么催他更合适， 能把尾款尽快打过来？ 回复思路： 这个时候跟进客户只能以道德话术来撬动客户内在的良知 · 因为这个时候我们没有主动仅， 客户还不还钱主要是看客户想不想还， 所以回复的主要方向是如何撬动客户最心底里面的道德与良知才有可能让客户回复、 回复话术： Dear Xxx, Wish i day and well. Today my boss talked to me privately about your d “ ， he s[联系方式已脱敏] a about the business. d[编号已脱敏] only $ 1 was not the main reason that made Y0u p 1 佣 the la e ， we would love t0 write this [联系方式已脱敏] inquire if you had some h special reasons that we could you the help On it, aswearebusinesspartner,weshouldtrustandhelpeachothersothatwecangrowuptogetherand 1 ． lt is not tO gain a business partner that could the terms t0 accept 'Balance aga[联系方式已脱敏] days ofB 儿 《 2 ， We would love t0 “ you the "Favor Policy•to help our business n like b[联系方式已脱敏] that we could have more market share in this business. 3 ， lt is not t0 build up the trust, if destroy this trust because 0f small amount. we think only this $ 1 OO doesn't wo h ， r[联系方式已脱敏] 97 0 ，

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第四章付款 4 ． 山 inkyo “ № lpto № lfilli 佣 lde 闐 ra 地 lpm 螫 e 以殴 s ne 山 ki of ' Fa “ policy• 5 ． really TavorPolicy• j1 殴 r business partnerwho ea 山 e 虬 6 ． wewouldpreferallof 山 etO neverhappen. 7 ． 堂恤 n 醴！ 囫 st ： p 瑟酊 t0 阉 um 巧 e dmc 丌 ec 闐 r e t 佩生 royit,t nky 闐幫 muchandthisisvety impottant. yourreplyandactionsonthisorderwouldtkh[联系方式已脱敏] & Regards ， Yours XA 案例 96 客户欠款不回复问提单已经给了客就一个多月了客户就是不回怎么办？ 我们有个客人， 货物走空运， 客人说他资金紧张， 当时的空运费用还差没有付， 找我们商量， 让我们先给他提单， 他过后再付给我们！ 但是现在已经过去两个多月了， 客人还没有付过来， 邮件多次讨要， 客人都有回复会尽快付过来嘬后一份邮件是春节放假前， 到现在， 又一个月过去了， 昨天业务又发了一封邮件给客人催讨， 现在还没接到回复！ 崔[角色已脱敏]， 像这种情况， 应该怎么应对阿？ 客人是通过某平台国际站来的询盘， 某公司的香港账户的 ． 有没有什么机构， 可以申请仲裁下昵？ 回复思路： 因为提单已经给了客户， 这个时候主动仅在客户手上所以我们只能利用道德话术去唤醒客户心中 ． 最后一要稻草， 回复话飛 Dear Xxx, WishyouhaveanicedayandevetYthinggoeswell. Life is always ： thekindnessisbeatenbytheevil. 0 ，

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第四章付款 I 面 believe most 0f the people are kind and 冚。 But the 酾 1 makes them become less and 1 wechoosetoshareourkindnessandtrust,whatdoweget? lfourkindnessandtrust preferthisneverhappen Anyway ， ： Betterlatethannever. I really yourselftothebottom a whatyou'vedoneto makeyou tO faceG0dagain? Your Best Regards, Yours Xxx. 案例 97 疫情期间催尾款问题： 在疫情期间如何催客户付尾款出货并成功返单？ 回复思路： 利用逆向思维告诉客户 “ 危， 其实是 “ 机 ” 成功撬动客户付尾款并成功返单， 所以无论什么时候我们要做的是 ． 如何给客户创造价值 · ． [角色已脱敏] ． 由此同理可牵出如果客户因为疫情不下单那我们可以利用这种逆向思维来简直催单， 这些都是可以用来以疫情或是某种特殊事件当中利用逆向思维来催客户订单的话术 ． 回复话术： 其实打不打折不是最重要的， 重要的是要真的能表达出对客户的关心， 表达出我们意解决问题的态度 · Dear Xxx, wishyouhaveanicedayandeveythinggoeswell. Timeflies, ithasbeenaroundhalfyearafterouragreementdateoftheXoxProductshipmentduetothe C ” in t k ． I believe the delay 尾 bring 10 ofus. 回 the Corona-virus Outbreak is still in yourcountry 、 Anyway, think it would the tO shipped: AlmostalltheimpottersinyourcountrystoppedimpottingduringtheOutbreak. 0 ，

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第四章付款 2 ， Pleased0trusttheOutbreakwouldpasssoon. 3 ， Surethe0utbreakwouldbringthesupplYing-shortgapforacertainperi0d. 生 Whenthisperi0dappears,surealltheimporterswouldrusht0imp•0ttthegcods, but ifyou 曲巾 d now, when this supplying-shot appears ， who has ready 山 ． 5.S0thissupplYinggapmeansprofits,h[联系方式已脱敏] Asasmallbusinessgirl. ldon'tknowwhetherwhatlexpressisr[联系方式已脱敏] confirmwithyourcompanyandseeifmy opinioncouldhelp? Sure, y still have difficulties nc ， please them can wcrk together t0 make it 5 together, as business pa ， we 妇阗尾 help 山 h dficult Your ly on the 而 № n would be h[联系方式已脱敏] appreciated„ Bestregards ， Yours Xxx 0 ，

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第四章付款案例 98 锬好订单却不付款问氍我有好几个客户都已经起草好订单了， 全部谈好了但是一直不付款， 之前跟我讲了确切的时间付款， 但是也没有付， 又好多天过去了， 也没付钱， 这样有什么话术去跟进？ 回复话术： DearXxx. WishyouhaveanicedayandeVO'thinggoeswell, 11 nk much your kind patience which was very helpful for us to confirm the order details ofourxxxProductandlaIsosentyouthePI/orderIinkforyourconfirmation. （对上次沟通内容做 ． 个 As long Y0u confim the d and arrange the payment then I will 5 the production for Y0t1 immediately 山艹 can meet our agreed liv 凹了 date. NOW we are just 0 仳什 om the cooperation, we already help each other t0 walk 99 Steps and spent 50 much time on ülis d “ ， 1 山 believe both of us would love to make all our effort to be more valuable, lnkingforwardtoyourkindreply. BestRegards ， Yours Xxx 案例 99 催款 ． 回复话术： 以高情商话术跟进客户 （站在人性高度撬动客户） 女生版本： Agirlissti11waitingforyourkindreplYfromxxxmilesaway.( 根据实际情况判断能不能使用） “ 更好的效果可以根据实际情况用 ． 男生版本或通用版本： lamstillwaitingforthechancetoofferyoumyfurtherhelpwithmy professional 0w1 and experience. 101 0 ，

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第四章付款案例 1 催款@ 回复话术： DearXn. Wish have day and eveMhing g 仳 5 well. Time flies ， it ] 1 been some time afterwe confimed d details of our Xxx Product and I a 卜 0 sent you the PI/order link your ℃ 佣山 ation ． After 0 [联系方式已脱敏] ！ flowed YO 盯 order without your reply, 《面 believe you m[联系方式已脱敏] have something more imponantcrurgenttosolve,sol amwritingthis[联系方式已脱敏] from my side. PI “ 巽 & m m 0 司 y some w also a kind of comfort ， as business is always not only business 1 h0 凶 we could have more ,more th business. lmkingforwardtoyourkindreply. Best Regards, YoursXxx 案例 101 回复话术： Dear Xxx Wishyouhave nicedayandeverythinggoeswell. 催款 0 Timefiles. it has been around one week theorderofourXxx Product and I also sent youtheworderlinkforconfirmation.asthetimeisalittlelong, soIattachedtheP/orderlinkforyouagain ： wwx.xxxxxxxxxxxx.com I little help tO finalize the r ， sure if YOu still have some Other difficulties 豇伽 ns before d pl se must must must 曲 e them tO me that could lp 山 h solve them together f[联系方式已脱敏] out a better solution. lftheorderwerepostponedorcanceledjustbecausemy “ un 一凹闐， help, ] would feelverygllllty• LüingfonvardtoyourkindreplY. BestRegards, Yours Xxx 0 ，

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第匹章付款案例 102 催款@ 回复话术： DearXxx ， Wish you have a nice day and everything goes well. I am very SOITY the continuous [联系方式已脱敏] following in your or r ， as your professional and responsible ， ] d0 believe this is the r[联系方式已脱敏] thing that a should d0 ， and I just try 0 you my I really hope in d0ing the r[联系方式已脱敏] thing should exchange the r[联系方式已脱敏] feedback, a r[联系方式已脱敏] tO 0 r help should not be exchanged with only silence [联系方式已脱敏] which would not help tO move the order forward, only more communication would exchange a better business. I am tO 囿 ly ready t0 offer you my further help with my professional product 0w1 ge and experience, I really hope didn't water this enthusiasm down. 95 ） L00king t0 kind reply Best Regards, Yours Xxx 案例 103 某平台下单不付款做外贸过程当中我们经常会遇到一些客户直接在某平台上直接下单但是又没有付立这种客户让很多业务员头疼， 所以接下来就针对这种情况给出三封跟进客户模板帮助大家在碰上这类客户的时候能够尽最大的可能撬动客户， 问题： 信保下单的客户， 把运费加 ． 上去后， 觉得运费贵不付犹或者直接是已读不回， [联系方式已脱敏] 有什么话术针对信保直接下单的客户吗？ 回复思路： 如果是运费过高的情况下我们一 ． 定要想办法给客户报包邮价， 信保单改的时候也是改成包邮价 ． 回复话术： Dear Xxx, 'lhank you “ 0 much for your kind order through 某平台 about the product XXX. 的 le Order YOu sent us is XXXPCS XXX products, the tOtal cost including shipping for 山 e XXXPCS would № $ 一定只能报包邮价， 切记） 丨 already revised the Order through 某平台 back tO please check the update link Of it ： http： //XXXXXXXXXXXXXXXXXXXXXXXX 0 ，

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第些章付款 Yo 匿 ply on the order 的行 ma n would very helpful for us t0 complete the order. lmkingfomardtoyourkindreplyl Best Regards, Y Xxx 案例 104 拍下链接没付款 ． 问题 ． 这种信保单我们从来没有成交过， 我们这个产品没有库存， 而且数量这么少也不是这个价格 ． 我们应该怎么操作呢？ 回复思路： 像这种订单， 我们不用急着取消或者是确认订单， 我们要先联系客户 ． 回复话术： I № X ， Wish you a nice and everything goes well. I reæived d through 某平台 about our Xxx Door,I do believe are in the market this dmr(Normally it is XXX, XXX ， xxx 把这种门门的基本功能或者特色描述一刊 ． ln d make 1 “ the exact XXX door to help t0 confirm some 2 ． XXXXXXXXXXXX 3 ． XXXXXXXX 僦是这种门 ] 还需要确认什么东西把这些东西给列下来 ‰ 如果有特别多 · 就先列那些相对比较重要的） AS long YOu confirm the details then I will quote the exact prices, as long as we confirm the order, then I will revise the information in the 某平台 Order that we can m 司呶 it. help it would very helpful us make this order work L00kingfonvardtoyourkindreplY! BestRegards. Y Xxx 0 ，

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第四章付款案例 105 拍下链接不付款问题： 最近老是碰到印度客户直接信保下单一个产品， 不包含运费 ． 这种我应该怎么办？ 加上运费， 订单直接被关闭， 运费自己吸收， 客户也不回复， 另外也尝试过和客户说明运费需要买方支付 ． 同样是没有得到回复 ． 回复话术： Dear X ， 'lhank verymuch foryo ki r 山 r i aboutourProductXxx. AsperyourorderIknowthatyouaregoingtopurchaseXXXpcsofourXxxProduct. The details ofthe product is ： XXXXXXXXXXXXXXXXXXX （把产品细节列一下） NOW we are just one Step 什 om the cooperation as we just need t0 confirm the shipping cost （一般来 i 只是需要确认运费） 山 enwe 艹 nfirm 山 e 衡 ． shipping $xxx. the tOtal cost including shipping is ： $ + $xxx— $ ． I revised the order details through Ali № № · please r 可 tO the link of the update 螫 d and confirm if everythingisok ， theupdatelinkoftheorderis ： XXXXXXXXXXXXXX （把更改的信保的链接放进 As long as we receive your payment and we will the delivery XXX days and “ you the Tracking Number. Thank you 0 much again for Y0 d looking forward t0 Y0ur kind r 印 BestRegards ， Yours Xxx 案例 106 付款方式赊账要求 ． 做外贸过程当中我们经常会遇到一些情况我们的老客户在合作一段时间后经常会向我们提出赊账的请求， 这个时候我们就要利用高情商话术拒绝客户的请求 ． 问题： 我这里有个客人是人很好， 以前合作过几次， 订单一年一次或者一年 2 次利润一一般， 某公司采购面料， 钱付我这里， 委托我出货， 某公司要求退税都返还给她， 等于我 1 0 ，

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第四章付款代理出货没有什么利润， 我和客人关系还可以 ． 今年她说还继续从我这里出货， 某公司譴天付我汇款， 这种没有利润有点情谊的生意我是回绝她还是继续合作呢？ 回复思路： 这个时候睽要继续合作， 也要拒绝客户的请求， 利用高情商话术拒绝客户请求： 回复话术 Dear Xxx, 1 ， foryour kind [联系方式已脱敏] [公司已脱敏] would love t0 express our thanks tO your in the past Y ， 5 e 0 盯 compan.Y really cherish this tmst which helped us t0 keep the XXX Y cooperation relationship, we do believe the more we experienced the more we cherished. per our e 、 ri in life business, especially based on the human mature, we found the main factor d oy a long term friendship Operation relationship is the "credit"which would had the № 厑 t0 skip their responsibility, the •evil" 山 ou would come out, especially the lure chance isb[联系方式已脱敏] “ 佣 s ” [公司已脱敏] couldn•t 0 什 you the ℃ redit Business•, the best way is: wekeepthisgoodbusinesshabitsothatwecanworktogetherfurtherand LookingforwardtoyourkindreplY. & Regards, Y 0 Xxx. 案例 107 付款方式餘账要求@ 问如果合作了一次的客户提出新订单不付定金， 收到提单复印件付全款， 我们可以用什么话术让客户多少付点定金？ 回复话术： Dear Xxx, Y v Y much foryour kind reply. 1 0 ，

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第四章付款[公司已脱敏] held a meeting OfYOur d this moming, 1 am very sorry but please share YOur best undeßtandingthatourcompany 鬥 t ” alotofcustomersbecauseofthe "Credit Business" ActuallY we really would love tO offer 山 is kind of Favorable P01icy tO our customers, especially the 1 佣 g term panner. № the past Y we ed a 0fFavorable Policy t0 cus m 5 like ： 1.To start the production without deposit. 2 ． TO goodswithoutbalance 3 ． The 1 皿 ceis30d s “ 山 eB 儿 ． Buts10wlywefound: themoreFavorable P01iciesweoffered,themorethreatswegotfromour customerswh0tooktheFavorablePoliciesasnegotiationchiptopushustogivemore "Unreasonable Request' ,otherwisetheywouldthisandthat ， finallywelostalotoflongtemcustomeßinthepast solreallyhopeyoucanshareyourbestunderstandthatourcompanycouldn' tofferyouthe "Credit Business• ,thebestwayis ： wekeepthisg00dbusinesshabitwith30%percentdepositbefore production and 70 ％ balance before delivery SO that we can work together further and longer Your understanding on it w 尾[公司已脱敏]. BestRegards. Y Xxx 案例 108 付款方式赊账要求@ 问氍下过一笔试订单的老客户， 客人想要账期， 不想给账期， 应该怎么回复比较好？ 如果客户还要坚持放帐， 那就再利用下面话术进行二次拒绝 ． 回复话术： Dear Xxx. lhank YOu very much for your kind reply. lamveryson-ybutpleasedotrust: nOttogiveyoutheCreditBusiness isthekeytokeepagoodlong term in ourpastyearsourcompanydeeply felt CreditBusiness is the keyfactorto destroythe long term business. 0 ，

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第四章付款 Please d0 恤 that we would love to give this favorable policy t0 our 0 尾 customers, the problem is ： the "evil" comes normally om the •spoil" ActuallY we tried to this kind 0f policy t0 some of our 0 尾 customers, but when they had the chance toskipfromtheresponsibilitywiththeluæchance ， the ， e ¥ 旷 came out. We lost some customers with this kind of "favorable policy", I really don't hope Y0u will become the next one. ()t is not about the trust, it isaboutthe 'human nature", [ don' t want to t it ， pl $ re yourbestunderstandingofit.) Your undeßtandung and support will h[联系方式已脱敏] appreciated. BestRegards, Yours Xxx 案例 109 付款方式不付定金， 改为港前付问题： 有个合作几年的老客就我们给她的付款方式支持是低于 USD 不需要付定金， 全款在发货前付清@ 客户最近又下了一个新订单淦额 14 佣 OUSD 吧， 但是要求全款到港前付款， 某公司是不同意的， 本身在价格上也已经给了客户支持所以前面几天已经用各种能合情合理话术跟客户磨了 7 、 8 个回合， 希望她理解我们的难处但她还是坚持要账期， 最后客户找了[内部角色已脱敏]， 最终我们最多只能同意预付 30 ％ 定金， 70 ％ 到港前付款， 然后客户看到[内部角色已脱敏]都这么说了， 她也没办法就只能接受了， 但是前面客户还有 1 张小订单该付款了 （不超过 OOUSD ， 客户需要按照双方确认的付款条件发货前给我们付款 ), 但是现在客户说她只先发一半货， 剩下的一半跟新订单一起发海运， 所以她只付一半的款， 尾款也是见提单才付， 这点我们是不太能接受的， 因为我们已经给了客户在价格和付款方式很大的支持， 不管前面的订单是部分出货还是全部出货， 客户需要按照约定付清全款， 昨天我们还没回复客户， 今天客户又写了个邮件说她会按照她说的， 那个小订单给我们付一半款， 因为后面这两个邮件都是客户写给[内部角色已脱敏]的， 这个时候不好让[内部角色已脱敏]出面去回复她了， 我想问下我去回客户邮件需要怎么委婉地告诉客户我们没办法同意这么操乍并且说服让客户付清前面那张小订单的全款， 和付新订单 3 的定金？ 谢谢！ 另外， 这次因为这个付款问题， 虽然我前面的邮件都很委婉地去跟客户解释沟通了， 也给客户争取到了的付款方式， 但是这个客户认为是我在为难她要求付定金， 有点生气， 才会直接找到[内部角色已脱敏]去谈付款的问题， 我也想让客户明白我已经尽了最大努力帮她申请支持了， 希望她能理解 ． 能不能请给点建议？ 回复话术 Dear Xxx, 0 ，

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第四章付款 Thankyouvery reply. lamverysombutpleaseshareyourbestunderstandingthatthisisnotaboutthetrustbutthe responsibility about things that we 尾缸 lnthepastfew ourcompanyevenoffered a lotoffavorablepolicies likeCredittoourcustomers, wethoughtour uust would exchangemoresupport and business, but in ttomof 飞 humannature, what we exchanged was the -unreasonable request• and even threaten from our customers, the main reasonisthatslowlytheydidn'ttakethefreditasthefavorablepolicybutthe •negotiationchip• tO 西 (Surethishurtusalot). Wewould 10 ¥ etO offersomefavorable but theydestroybythemselves, 虱 happens a lOt in our li 叵 So really hopeyoucouldshare yo uust.please tryyourbesttosupportusasthenormalwedid ： 1. Please the full payment of the XXX order with total cost Sxxx. 2 ． Please pay the 30 ％ d 邙 Of the XXXX r with amount $xxx. Sure things change flexibly ， had difficulties in Cash e the reasons that I can double confirm with Ms. Wu ， if ea 瑟 t0 share YO understanding and keep sup 山噬 us ， this would h[联系方式已脱敏] appreciated and grateful, thanks again your SUPPOrt and trust. L00kingforwardtoyourkindreplY. BestRegards ， Yours Xxx 案例 110 因为运客户拖尾款不出货问氍客户有一票货已经做好半年了， 客户付了 8 〔 的钱， 年前的时候说运费贵没有出， 但是运费一涨再张现在客户一拖再拖就是不出货怎么办？ 回复思路： 1 、 告诉客户库存是不能够产生价值的 2 、 ． 威胁 ． 客户不出货的后果回复话术： 0 ，

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第四章付款 DearX11, wishyouhaveanicedayandeverythinggoeswell. Timeflies,ithasbeenmorethan8monthsafteryouplacedtheordertous,youalreadypa[编号已脱敏] 》 P ] 囝跹 note that 区 k couldn•t make money 怖 exchange more money, stock would make money less and ] 5 ． fforexampleifyouputthis$xxxintoyourbankyouwouldstillgetsomeprofits). I 、 ' b pl share YOur best understanding now ] had b[联系方式已脱敏] and blggerpresstue 丘佣》哋r伽m辨ny ， especiallynowitisourrushseasonwhichcausevery b[联系方式已脱敏] crowded in SoourcompanyreallYhopeyoucouldshipthegoodsthismonth ： l. OnlY YOu made a dæisim 山 you would have b 涌開 tO make it more valuable. 2 ． We already helped YOu tO goods (68CBM) in “ warehouse 什 Y more than 6 months, ifyw long time like 3 ． 6 months ， would 山 ifyou mind 山 at tO us some warehou*costlike S500/month? lmkingfomardtoyourkindreply. BestRegards, Yours Xxx 案例 111 催款， 货已签收客户拒付款阿題： 有一个订单 15 美金， 客户因为物流的原因一直没有收到货申请拒付通过了， 但是拒付一个星期后客户的货被他签收了， 我们也是货也没了钱也退了， 有什么话术能让客户重新付款呢？ 回复话术： Wishyouhaveanicedayandeverythinggoeswell. AspertheTrackingNumberthatIcouldseethatyoualreadys[联系方式已脱敏] 比如 F刨臌）， I believe that no matter 什 om the r 凸曲， i record any information YOu could YOu could 110 0 ，

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第四章付款 double confirmed that all the reasons that I mentioned to you before were all correct, YO 盯 professional and responsible sales ， I didn't lie t0 you ， just something during transportation were out our control and we were not t"ing t0 avoid our responsibility ， this w 尾 happen during lnternational Trade ， especially in this special Corona-vin.1S period. Anyhow ， now you already received the goods ， you al had yourpaymentretumed, the purposeofmy [联系方式已脱敏] t0 ： 1. measecheckthequalityofthegoodsiftheyarethesameasweagreed- 2 ． lfyou don't mind I would love to 0 some tips in the testing and [联系方式已脱敏] ： 1) XXXXXXXXXX. ； 2 ） XXXXXXXXXX. 哒个一定要有， 这种帮助客户的思维可以进一步在道德上压制客户） 3.LastbutnOtleast: as business paflner, ifourgoodsandqualitycouldmeetyourrequirements,[公司已脱敏] really hope you could pay us the payment that we should t ， total Sxxx as contracted 4 ． [公司已脱敏] would love tO Offer YOu SOme compensation because 0f the late delivery, you could 曲 e uS the compensation amount SO that 1 can double confirm with 0 匿 company. Your reply to the feedback would be h[联系方式已脱敏] appreciated and grateful ， thank you very much. L00king forward tO your kind reply. BestRegards, Yours Xxx 0 ，

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第四章付款案例 112 催尾款 ． DearXxx, Wishyouhave aniceday everything Time flies, it has been more than 3 months since 0 1 communication a the order Xn Product, the canceledduetotheCorona-virus,anywaypleased0trustyouare always the past 3 months. As a pmfessional and responsible sales, very sorry but I have t0 again. S 《 w Corona-virus is still on ， but •destmy", ] d0 lie "Rush Time" wouldcometm. Asa small business girl, b[联系方式已脱敏] ， i [ 曲曲 s ， just like the ℃ orona-virus History"in China ， we experienced a production •Rush T 心黿 “ well control of the Virus. PI do tnrst the Corona-virus would finally ， when isstill i t in impofling ， 1 think you should than them that meet •SupplYing Gap•yOU have enough stock t0 fill this Gap when others 汽 t0 import. (Sure, a SupplYing Gap 尾 c sure in a certain time which would 囗 ong ， this Gap tt 卜 than the think?). measedoshareyourbestunderstandingthatlamnottryingtodisturb,lamiusttryingtohelpasyour royal business partner Your reply 山 e update would be h[联系方式已脱敏] appreciated. BestRegards, YoursXxx 112 0 ，

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第四章付款案例 113 催尾款@ DearXA ， Thankyouverymuchforyourkindreply. 0 “ tOld me something v 了 useful, I would love to share with you and see if it could help l. Most ofthe in YOur country may have the same thoughts like you, Stop importing 什 om i and wait a better an due to the Corona-virus Outbreak. 2 ． 1 面 believe t»th ofus could f ！ that this Corona-virus Outbreak would not continue t00 1 g ， as we could see most of cities in China already have no new increase Corona-virus patient nearly one 过 《 th ． we have the conf[编号已脱敏] to believe thatother countries can al win this Virus war very soon ， 1 № c n is ： everyonestopsimporting,butyoukeepordering,thatmeansassoonasthevirusis ti tt “ ， way,youaretheone whocouldtakethefirstbuckafterthisOutbreak. A you confirm the order. we need about - days tO prepare the goods, that means when everything recovers, you already have your d ready t0 ship tO catch the blank market, then you will theb[联系方式已脱敏] 山 i thiscustomerfrom hasreally sharp with you. Your reply on the confirmation w 佣尾 h[联系方式已脱敏] appreciated. BestRegards, Y Xxx 113 0 ，

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第四章付款案例 114 催尾款 0 Dear Xxx, Wish you have goes well. Time flies. it has been another 2 months after our last contact in June about our Xxx Product. Corona-virus is still keeping ' bad us, a11 ofthe humans, mo the business. Anyway, Corona-virus is not news any more, it has been a part 0f our life ， now we are recovering from it 引 owly ． [公司已脱敏], 1 山 k now the Corona-virus should not be the excuse any more,otherwise we will tt rid far away by our competitors. Actua11y, it is my fault, ] should remind you that we should t0 5 a b[联系方式已脱敏] chance during the nervous Corona-vims period, ] think now we lost the best mornent. Anyway ， we can't get lost in the past ， we should 呵 t0 seek more chances all the time, as a professional and responsible 5a1 1 am very but I have t0 remind you ofthe order 山 at we confirmed 2 months ago about ourXxxPrOduct. W 尾 you pl refer tO the attachment for the quotation details that we confirmed last time that we can double confim if we could proceed with it? yourreplyontheconfinnationwouldbeh[联系方式已脱敏] BestRegards, Yours Xxx 案例 1 1 5 催尾款@ 站在帮客户的角度就有可能动客户下单， 前面要用人类大义进行铺垫， DearXxx, ThankyouverymuchforyourkindreplY. This year all Ofus, even all Of the people, suffered a from Covid, I dO believe our humans. WOuld finally defeat the Cov[编号已脱敏] the from all over the world. 114 0 ，

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第四章付款 Sure, most Of the off[联系方式已脱敏] 巧 getting worse and w ， anyway ， per our experience in China ， the on[联系方式已脱敏] especially for the bags and clo 山 are getting at [ 就 3 times betterSo W 山 “ you sell On[联系方式已脱敏] off[联系方式已脱敏] lfyou could share me the situation 0f your business difficulties then maybe we could t0 “ y 5 祀 help with experience though not in the Anotherpointis when mcstof people StOP the importing. I think it would be a very good chance t0 d0 something b[联系方式已脱敏] ， as the experience from the long history, heroes are always in times disorder would you please confirm if it is possible t0 order a little less like half of the quantity but not 叩， [公司已脱敏] wh0 would love t0 support you the same cost with on ， half the quantity ， it would honor to 0 r you the help in your difficult time. Your reply on the confirmation would be h[联系方式已脱敏] appreciated. BestRegards, Yours Xxx 案例 1 1 6 装船出货耒付款问题： [角色已脱敏]， 客户一直说一定会给我们打尾款， 只是让我们先装船先出货 ． 如果不是因为疫情隔离状态， 早打款了， 回复思路： 当无法改变现状之晾为了稳住客户， 往我们的最低目标出方案 ． 外贸当中也有见提单付款》 货权依然在我们手上 ． 回复话术： Dear Xxx, We can understand the feeling 100% that can now for the bank closing and the trouble of quarantine. After meeting with mY boss ， wh0 give me an inform and it•s approved that we 1 吖 tO meet YO 町 requirement this time and delivery the goods on the boat on 山 March, then we will express you the or[联系方式已脱敏] BL after receiving your balance, and we really hope that we can YO payment on 15 April, becausewealsohaveworkshoppressureatthesametime, liketheproductioncostofraw materials and worker salary etc, even, we have tO pay the shipment fee tO our fOrwarder and YO forwarder advance, thousands 0f thank for yourkind understanding again. Yourssincerely, 115 0 ，

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第四章付款案例 117 催款发货问有一个格鲁吉亚的客户需要我们的产品炮尼月份寄过样品 （当时客户付了 1 吨的 EXW 样品费用将近 300 美金， 然后我们就寄给客户公斤的样品， 这是客户要求的样品数量， 而且客户全权负责所有的样品快递费） ， 客户收到我们的样品后， 样品也被他们技术得到认可 ． 然后我们就开始谈大货的订单 ． 在月中旬的时候谈定订单， 也跟客户确认了合同和定金金額 ． 这已经是 1 月底了 · 当时为了催客户尽早付定金， 也告知客户中国 2 月份要过春节， 工厂要停产到 2 月底， 客户就说着急要货， 问我们能否提前安排生产在没有定金的情况下， 我这边跟领导申请后， 也提前安排备货了 ． 当时合同确认一周后 1 月底 ． 客户说在付定金的时候， 银行那边出了问题， 他们正在尽力配合银行那边解决 ． 2 月初又催定金， 某公司上层重组有变动， 这个单子得重新经过上层领导的审核通过 ． 如果我们担心的话， 客户说他可以给我们老板打[联系方式已脱敏] ． 开工前 2 某公司已经回复正常， 会尽快付款提货 ． 昨天再次跟进客户， 客户又说他们正在等钢厂那边的货款 ． 喀户在钢厂那边设有办公室） · 我想问的是： 现在能有什么办法或者话术去打动客户让客户尽早付款把货提走？ 回复话术： Dear X 獄， ' 腩 k you ¥ much your kind patience which was v ' lp 回 c m 1 № crderdetails. I very but in the past 2 months communication ， I didnt succeed YOur deposit the d 5 豇 e I can totally understanding what you mentioned t0 皿町 please 面[公司已脱敏] already gave our most trust in this order, ifyou didn't lp 1 amafraidmrr companywouldstop the d If help t1S tO gain the small would become b[联系方式已脱敏] and b[联系方式已脱敏] kill the last trust, 1 really h0 you could share your b 〔 understanding on but angry on it, thank you very much. L00kingforward tO reply. Best Regards, YoursXxx 116 0 ，

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第四章付款案例 118 客户要求少付定金问题： 由于疫情原因， 客户要减少定金比例， 怎么办好呢？ 回复话术： 第一种： 让步 （这种时候让一点也是情理当中） DearXxx ， Thank much foryourkind reply. As now.ld[编号已脱敏]. ()urcompanydec[编号已脱敏],pleaseal*)[公司已脱敏] 什 ed a from the Coronavirus Outbreak, now we are facing a very difficult period. SoIreallyhopeyoucandoubleconfirmifyoucouldacceptonly20%depositSOthatwecouldwork togethertohelpeachothertopassthisdifficultperiod. Your reply on the confirmation would № h[联系方式已脱敏] appreciated. BestRegards ， YoursXxx 第二不让步 DearXxx, ThankyouverymuchforyourkindreplY. DuetotheCoronavirus,bothofussufferedalotfromit,sureIcanunderstandtotallY aboutyour situation, [公司已脱敏] al need your understanding txsafactorywithhugeexpenseeverymonth,nowthecashisthemostimportantthingforus,because nowallof hto t 山 e d 5 (before we u 尾 still get some credit 什 om them) Now only cash can help t0 move the orders on ， p dO t if we could still make the factoty move normally, sure I would accept 1 “ 釕 deposit YOLI. 117 0 ，

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第四章付款 1 al changed our policy t0 酣 0f our other customers with deposit. p 《巧 t I keep thesameforyouisactuallyl •reduced" thedepositproportion,lreallyhopeyoucanshareyourbest understanding on it and support us. Your sup 凶川[公司已脱敏] would feedback you more in the future when YOu probablyneed. L00king t0 kind reply. Best Regards, Yours Xxx 案例 119 客户要求全款到港前付款， 如何拒绝问题： 有个合作几年的老客就我们给她的付款方式支持是低于 K)OUSD 不需要付定金， 全款在发货前付清 ． 客户最近又下了一个新订单， 金额 14 〔 USD 吧， 但是要求全款到港前付款， 某公司是不同意的， 本身在价格上也已经给了客户支持， 所以前面几天已经用各种能合情合理话术跟客户磨了 7 、 8 个回合， 希望她理解我们的难处， 但她还是坚持要账期， 最后客户找了[内部角色已脱敏]， 最终我们最多只能同意预付膈定金， 7 到港前付款， 然后客户看到[内部角色已脱敏]都这么说了， 她也没办法就只能接受了， 但是前面客户还有 1 张小订单该付款了 （不超过 5000USD, 客户需要按照双方确认的付款条件发货前给我们付蜘， 但是现在客户说她只先发一半货。 剩下的一半跟新订单一起发海运， 所以她只付一半的款， 尾款也是见提单才付， 这点我们是不太能接受的， 因为我们已经给了客户在价格和付款方式很大的支持， 不管前面的订单是部分出货还是全部出货， 客户需要按照约定付清全款， 昨天我们还没回复客户， 今天客户又写了个邮件说她会按照她说的， 那个小订单给我们付一半款， 因为后面这两个邮件都是客户写给[内部角色已脱敏]的， 这个时候不好让[内部角色已脱敏]出面去回复她了， 我想问下我去回客户邮件需要怎么委婉地告诉客户我们没办法同意这么操作， 并且说服让客户付清前面那张小订单的全款， 和付新订单 3 〔 的定金？ 谢谢！ 另外， 这次因为这个付款问题， 虽然我前面的邮件都很委婉地去跟客户解释沟通了， 也给客户争取到了 3 的付款方式， 但是这个客户认为是我在为难她要求付定金， 有点生气才会直接找到[内部角色已脱敏]去谈 10 付款的问题， 我也想让客户明白我已经尽了最大努力帮她申请支持了， 希望她能理解 ． 能不能请给点建议？ 回复话术： DearXxx, ThankyouverymuchforyourkindreplY. 118 0 ，

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第四童付款 [ am verY but pl 曲 e YO 盯 best understanding that 山巧 is not about the trust but the responsibilityaboutthethingsthatwe ln the past few Y 巧 · [公司已脱敏] v ed a favorable policies like Credit tO our customers ， thought 0 殴 w 哋尾 exchange more sup 凶汽 and business, but in the bottom the human nature ， what weexchanged was the •unreasonable 凶 u 凸 and even threaten om our customers, the main reasonisthatslowlytheyd[编号已脱敏] "negotiation chip• tO (Surethishurtusalot). Wewould ] ovetoo $ 旧 favorablepoliciestoourcustomers, but they destroy by 山 1 ] v ， this 引刃 happens a in our life. at this n n I really hope you could share your best understanding that it is not about trust, please tryyourbesttosupportusasthenormalwedid ： 1. Please tO the full payment 0f the XXX order with total cost $xxx. 2 ． Ple& t0 pay the 3 6 deposit the XXXX order with amount $x.xx. & 旺 things w 尾 change flexibly, ifyou really had difficulties in Cash FIOW please share the reasons that I can double confirm with Ms. Wu, if pl t0 share your best understanding and keep supporting this would h[联系方式已脱敏] appreciated and gateful, thanks again for your support and t 劑虬 lmkingforwardtoyourkindreply. Best Regards, YoursXxx 案例 120 客户预 10 ％ 到厂 30 [姓名已脱敏][角色已脱敏][姓名已脱敏]， 我有一个订单遇到点难题， 想请教一下您： 客户是讲西班牙语， 但生活工作在美国， 男， 多 60 岁 ． 有点强势， 之前和我们买过几台纸巾连线的机器， 因为之前业务员答应他留 1 货到厂在俅所以我们机器设了密码， 需要他付款后才能给密码开机， 这件事弄得他很不开心， 后来， 也和我们询价了很多很多配作但就都没有购买 ． 近期他想买另外一台纸巾机器， 提出的要求是： 预留 1 到厂天付， 而且这次不能设密码， 我们同意不设密码但尾款 1 （要见提单副本支付 ． 他不满意我们的回答， 说要下单就得按照这种付款方式， 而且之前我们欺他 （密码的事） 我也软硬兼施和他沟通， 就是没能达成协议 ． 但我觉得他是想和我们买机器的， 因为觉得我们机器质量好价格也比较实在 ． 客户给我们的回复如下 119 0 ，

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第四章付款 Dear[姓名已脱敏], I appreciate all the efforts YOLI are trying and putting intO this sale.But I really need the following ： When can you have the machine ready t0 loaded ？ 还 ％ 30 days after machine arrives at facility ： $ 1 開， 000 sale pnce. Once you can provide the above 3 answer we can move forward and please make it happen today if YOu will like t0 the e ， ] 'am buying a machine today or tomorrow as additional options are available and not necessary 10w cost but available and trust worth because I have p 豇 a 3 machines and problems at all. 回复思路： 利用高情商话术跟客户说我们的不容易哭穷以及我是一个什么样的人获得客户的理解 ． 回复话术： Dear Xxx, When 丨 got [联系方式已脱敏] my heart is broken, because 2 points is hard for please kindly understand my feeling that want tO dO business and YOur order is stronger than any Other one 醚 company, as long as have any possibility and chance ， I would d0 my best to meet your any requirement. There were almost 3 months since we discussed cooperation at the first time, you should knew me well, what is kind person of me? Whether we communicated well and try tO solve problem and let b[联系方式已脱敏] profit for you ？ As [ mentioned before ， whatever from exchange rate and expense increased 5 览 lstill do my best tolet you U 104 ， 2471 圄 US $ 1 佣， 800 ． You are so professional and 1 翮 rn well that business needs win tO win, ifwedon•thaveanyprofitatall, how we continue? S0,please please please don't push us that ， appreciated for your h[联系方式已脱敏] understanding So ， finally, I am sorry but ] have t0 sa.v that payment we can dO is 40 ％ down payment, ％ lan payment and 1 6 pay by COPY 0f bill landing, furthermore ， the cost is U 1 仪 l. Please double consider hard status ， it is available next year, we would like t0 visit you in country tO discuss more discount face tO face. HOW dO you think? Thousands 0f thank YOu very much Yours sincerely 120 0 ，

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第四章付款案例 121 客户要降低定金问题： 上次问您的那个秘鲁客户订单， 话术发过去后， 客户还是要求 8 一 10 个点折扣， 我们后面是有给了 2 个点折扣和 3000 美金配件， 客户差不多接受了， 现在客户要求说付 20 一 25 ％ 的定金， 但是我们一般是收 40 ％ 定金的， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 谢谢 ． 回复话术 ． DearXxx, lamsorrybutlhavetobringabadnewsforyou ： 一 （ T 盯， mrmaterialsuppliertold us thatthecosthas increasedalot, because the second Outbreak happened in Hebei China affected a much ， especially logistics, even it's going up in coming days• That 飞 0 material supplier require uS t0 pay the cash and 100% prepaid, this is hard for uS now, 1 d tO we don•t have any r 山 Oi tO YOu pay 40 ％ deposit. SO ， please kindly understand 0 豇 hardstatus, ifhaveanypossibilitynexttime, wewoulddoour bestto meetyourneed. Your b[联系方式已脱敏] SUPP01t and kind understanding would h[联系方式已脱敏] appreciated. Thousands 0f thank Yourssincerely, 案例 122 关于付款手续同題问題： 有几次收客户某平台的手续费的时候， 客户都会问他们已经有向某平台平台支付过手续费了， 或者在他们付款的时候平台会自动扣除的 ． 然后我的回答是； Because this commission is equivalent to the formalities of the bank, and the money cannot be directly 皿酊 our act»unt when paying 山 r 佣巾 某平台, additional commission charges will be in 仃 ． Please share your best understanding 。 2 ％ extra Ali cost is the same for all the people, we don•tgetanyprofitsfromit. 但是不受用， 请问有更好的话术吗？ 回复话术： 如果是信用卡支付 （就是小单低于 3m0 美金这类的） ： 0 ，

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第四章付款 DearXxx, lhankyou verymuchforyourkindreply. PI d0 share your best undeßtanding that when we receive each amount through 某平台 who would 2 ％ extra Ali COSt ， you know our profits is only around 5 诩览 this 2 ％ is really important us, pl 跹 d0 trust this amount is not charged by SO your understanding on it is really h[联系方式已脱敏] P ] “ to the attachment for the picture of the extra cost in our 某平台 order S0 that can undeßtand № r ， thank you very much for your kind undeßtanding. (Sure please d0 trust we would not any 而 m 山 e "bank l-ookingforwardtoyourkindreply. Best Regards, Y Xxx. 如果是超过 30m 美金的客户一般会亻打在那么这个时候就要说： 回复思路： 主要是以哭穷的这种谈判思维出发， 告诉客户我们利润不高还有就是向客户展示我们是怎么被扣手续费的这种谈判方式一舣可以成功说服客户， Dear Xxx, k YOu foryour kind reply. PI 面 share YOur best understanding that each time when we receive the payment 什 om bank wh0 would charge us at least 5 适 80 randomly as extra Pmcedure Cost. as you know our profits is only around 5 ． 8 ％ ， this procedure cost is really important please d0 trust this amount is not charged by us, understanding it is really h[联系方式已脱敏] appreciated. Please refer t0 the aUachrnent for the picture 0f the extra COSt charged by our bank $ 0 that Y0u can understand b 塑 “ ， 山 k you very much for your kind understanding. (Sure please dO tmst we would not getanyprofitsfromthe 'bank c 的 ． LookingforwardtoyourkindreplY• Best Regards, Yours Xxx 0 ，

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第四章村款案例 123 质量和物流原因催付款问题： 这边有个客户去年一直有合作， 每单金額大概都是 3 一 5W 美金 ． 去年大概走了 8 单 ． 之前的付款方式都是 3 〔 定金， 提单付全款 ． 上个月下了一单 7W + 的订单， 合同条款明确 2 定金， 提单付全款 ． 因为之前一直有合作， 去年最后一票也是先安排生产后， 他收到产前样就付定金给我们 ． 所以这单就是一样， 但是产前样产品上一个小配件有点问题， 加上疫情期间快递很慢 ． 定金就一直搁置了， 所以等到现在货已经全部完成了 ． 客户现在要求不付定金， 装柜后会付全款我们 ． 我们这边也妥协， 要求客户写个保函过来， 客户不写保函 ． 现在关系比较僵， 请问这种问题有什么比较好的解决方案吗？ 回复思路： 像这种在没有主动权的情况下我们也只能以道德话术去挖掘客户最心底里的道德观让客户受到道德的谴责、 回复话术： Dear X ， wishyouhaveanicedayandeverythinggoeswell. sorrytohearthe YOur country ， it has risen to xxx confirmed believe the r k will “ om thewholeworld. Due the of our government. the situation here in China is gettingmuch b 讞 if Y0u had any difficulty in buying the mask other $ necessary products, you can talk t0 me and it would be mucheasierforustobuynow. About the Xxx d I very but ifyou couldn•t s[联系方式已脱敏] [公司已脱敏] wouldn't allowtoshipthegoodsfirstwithoutthedeposit.lreallyhopeyoucanshareyourbestunderstandingon it ] t n we would our more and the orders like l.Lowerdeposit x%tolessyourcashpressure 2 ． Tos tt 佴 uction 丽 tl 贐 d 印們 ittO ve № 地 I really this w 尾 lp make the order easier and faster but not the chip t0 put the negotiation pressure on I am very 仃[公司已脱敏] decided not ship the goods without your depcsit, again about it ， andsupportingto each h that could 10 山 h t0 this difficult time, how d0 think? lnkingforwardtoyourkindreply. BestRegards, YoursXxx. 0 ，

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第四章付款案例 124 付款方式催持不下问题： 我有个阿尔及利亚客户， 据我观察应该是在当地市场做了充足的调研的， 来找到我们一上来就要一个小柜的产品 ． 目标很明确， 意向度非常高， 当晚就确定了价格和数量， 但是在付款条款上， 对方一开始不同意用 LC at si 蜘 t ， 但后来用了你的话术客户也同意了， 后面一个月客户去揭注册的事， 期问沟通没有任何问题， 直到注册结果下来， 客尸突然变卦， 要求一半 LC— 半 DP, 我咬死了不同意， 客户不接受 ． 话术发了一篇又一篇， 从称兄道弟到哭穷卖惨， 从通之以情到晓之以理， 客户就是不为所动， 甚至有点生气不愿回消息了， 现在僵持了有一个周， 今天跟我冷冰冰地用下一句 60%LC 4 P 就又不理我了， 虽然阿尔及利亚那边因为不能 T 玎， 很多人郡用类似的付款方式， 但是大家初次合作， 我们不想承担这个风险， 何况如果客户科微威胁一下我们就妥协， 以后只会让客户更加变本加万， 请问这种情况， 我该怎样跟客户讲才能平息客户的 ． 怂火 · ， 开开心心地去把信用证开了？ 回复话术： 如果是新客户的话就用下面这种既不答应客户又不拒绝的客户先成交订单： Dear Xxx, Thank you very much your kind reply. I am very ' but it is our first cooperation ， [ am afraid I d 气 have the chance tO n 访[公司已脱敏] t0 offer you too much favorable 凶 № [公司已脱敏] offer a 0f favorable policies t0 some 0f our customers ， especially the longtime business lpromiselwouldlovetoofferyouthehelptoapplythecreditpolicyforyou in 山 e beforethis, 1 am very SOITY but I need your help tO somecmperation (atleast 卜 2 ders ） tO build some deserve trust between uS. As long YOu help tO build 山 e trust, ] promise [ will apply the some favorable policy you. (I w 佣尾 very love tO help you anyway [ also need the help from side). your help t0 Start the first cooperation would the best one and h[联系方式已脱敏] appreciated and grateful Looking forward tO YOur kind reply and cooperation. Best Regards, Yours Xxx 124 0 ，

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第四意付款案例 125 催客户尾款问题： 我有一个客户今天被我催着付款， 说现在订购可以马上安排发货， 现在客户付款了》 某公司已经放假了， 我们在春节前是无法发货的， 现在有什么话术可以解决吗？ 回复话术； Dear X ， Thankyouverymuchforyourkindsupportinthepayment. IamverysorrybuttodaywehadacustomerfromXxxcleareda110fourstock(buythemallinonce), and yourpayment was confirmed № t ， now I need your best understanding that weprobably couldnt ship goods before our Chinese New Year Holiday. Please dont like •you are a li 盯 surel I girl whowould lovetoofferyou please confirmifyoucouldacceptthat we came back, around xxx Feb. yes ， I would give you one piece of Secret Gift related t0 as (ship together with the goods). unexpected 0f L00kingforwardtoyourkindreplY. Best Regards YoursXxx 案例 126 催客户付测用问题 : 我的合作一次的客户， 还欠了我们 4 偶 7 美金的包装费， 但是 S 检测报告我还没有给他， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 事情的详细经过是这样的： 客户对我们的货物包装提出特殊要求 ． 我们按照他要求做了， 也告诉客户这增加 4 7 美金的费用， 客户也说他会自掏腰包付给我们到在要尾款的时候 ． 我把这笔费用计算在尾款里， 但是没有不同意支付， 说他要收到货物后， 证明包装没有问题再付款给我 ． 我就没有同意， 然后客户就说让我把这些做好的包装去掉， 他不要这种包装了， 让我想做什么包装就做什么包装 ． 当时就比较气愤， 这种出尔反尔， 无理取闹的客户》 我就说当时是你提的要求， 也告知你费用了， 你也同意了 ． 我们才这样做的， 现在我们做好了， 你一句话说不要就不要了 ． 然后他就不说这个了， 让我进快发给他 SGS ． 我现在就想要回这 4 ） 美金再提供 S ． 回复话术： 125 0 ，

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些章付款 ar Xxx. FranklyspeakingIamalittledisappointedandupsetwhenyousa[编号已脱敏]' twantthatpackage ， all, before making it, ] d[编号已脱敏] you in advance ， because ！ paid it by myself in advance, if YOu n ， tpay it, it will removed 什 om my whole salaty, [公司已脱敏] ， please kindly give you kind understanding tO me ， sure if you have any difficulties or concem, please just 且 me know and whetherhave any possibility tO solve together. Thank youvaymuch. YourssincerelY ， 案例 127 客户不愿付手续费问题： 当我们遇到不愿意付手续费的客户， 如何利用话术说服客户接受？ [角色已脱敏]好， 我们信保订单加了栏银行手续费， 有个客人纠结某平台上面的手续费应该是我们付的， 而不是他来付， 有没有关于客人不付银行手续费的话术呢？ 回复话术： 请看下面针对不同程度上应对客户不愿意付手续费的话术客户说： 为什么有手续费？ This is not charged by us but charged by 某平台 ， each payment we received 什 om 某平台 who would åarge 2 ％ extra c 《 p ！ refer to the attachment for the picture 0f it that you can double 客户说： 我们这边也付手续费呀 I am very sorry but pl share your best undeßtanding that we only have 5 ． 8 ％ profits in this order, 2 ％ is very important YOur understand and support is really h[联系方式已脱敏] appreciated. 客户说： 我就只付我这边的[公司已脱敏] who would love tO support in this order, w 尾 YOu if could sharehalf 0f the only 1 客户说： 你收手续费我就不下单了 OK ， today 1 double confirmed with the leader 0 “ company who finally decided tO bear this by 就 lv 然， but 仳懟 time 司 ea t0 pay this extra COSt, as business partner we should tO help each 126 0 ，

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第四章付款 0ther tO OW with reasonable profits. Sure,I accepted the purchase ， and we will pay by 某平台 Trade Assurance （ 2 ％ extra Bank CGt). 客户接受 Please send us the product prices in case we will take more quantity, and the shipping details well' 案例 128 客户要求账期问题： 对于 1 佣万以上的订单， 客户第一次答应 3 定金， 但是现在在跟我谈第二次续单付款方式， 要求没有定金， 见提单复印件， 付全款 ． 我也争取了少付一点定金， 但是客户还是不愿意， 就是要按照他的付款方式来 ． 我说没有定金也行， 做即期信用证， 但是客户提出做 10 CAD aga[联系方式已脱敏] or[联系方式已脱敏] documentsscanned copy ： 10 BL ， 我想信用证是银行担保， 虽然没有定金， 还是相对安全 ． 但是客户好像不同意， [角色已脱敏] ． 对于 CAD 这种付款方式， 您怎么看？ 回复思路利用那种模綾两可的话术， 又不答应客户又不拒绝客户： 回复话术： Dear &xx, Wish you have a nice day and everything goes well. I am very rry but as this is our first cooperation ， [公司已脱敏] would not accept CAD our first cooperation, what's more, [公司已脱敏] a lOt of Credit to some of our customers ， I promise I would love to offer you the help tO apply the credit policyfor you in the future, before 山 1 am “ $ 0 仃 Y but I need your help t0 some cooperation ()t ] 3 一 4 orders) first to build some trust between As long as help t0 build the trust, I promise [ will apply the Credit help tO Start the first cooperation would the best on 巳 L00king forward tO your kind reply and cooperation BestRegards, YoursXxx 127 0 ，

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第四章付款案例 129 期， 不付订金问题： 新客户要求不付订金让我们备货， 没有办法提供给客户， 应如何跟客户沟通昵？ 回复思路： 诉苦和[内部角色已脱敏]体思路 ． 回复话术： Dear Xxx, k you 跹 much for your [联系方式已脱敏] kind information ， you are reallyvery kind ， we appreciated your kind understanding. We a150 understand it is first time YOu tO learn and (N0perate W1th ， you a 卜 0 check everything 》 that is necessary. I agree with you 1 仪 · However, during this hard VIRtS ， inChinaMarket anybusiness,wemustpayl()()%deposittobuyppmaterial,sousually,wegaveall other 01d and new client 50 ％ deposit and then ％ balance before shipping afra[编号已脱敏] our competitors required same ， after all, it is China market trend now during this 5 c 阗 time. ln ct ， wehave been talking with “ PPT suppliers, pleasekindlynotethattherearenotonlyone supplier who required us t0 use full cash t0 buy materials, also near our Chinese Y 2 dernand crease in china market ,lhey will increase the price about 4 ％ ． We promised them befre that we have 10 containers, however, the quantities become 4 cmtainer finally ， it will cauæd supplier ask h[联系方式已脱敏] cost. But, anyhow, we still keep the or[联系方式已脱敏] price as 10 container, becauseyoucanimagethatthe feeling is strong that 1 want tO d0 business with Y0u soon, meanwhile ， I al need sup 玳山 is time ， ülat is ， 5 deposit and 5 balance after bill 0f loading copy ． I really № 凶 that put best understanding on it, that is our base[联系方式已脱敏] oth 诵汜 am afraid we can deal with it successfully, that will be a b[联系方式已脱敏] As long business partnen we should help each 0 山 “ tO M)lve problem and ow b[联系方式已脱敏] sure YOu support us ， [ d0 believe we would feedback more in the future when need and help “ L00king forward reply. Best regards, 128 0 ，

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第五章运费 0 ，

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第五章运费案例 130 “ 有牌 ” 产品让运费上涨， 如何让客户补加运费问题： 有一个意大利的客户， 购买了 100 个煎锅 ． 由于我当时问货代运费时， 没有说明这个是 “ 有牌 " 的产品， 导致了后来运费高了不少， 跟客户如实说明了这个情况， 希望能够理解并补这其中一半的运费 （ $ 50 ） ， 但是客户拒绝的也问了客户有没有其他的采购需求， 起购买的话， 那么我们的第一个订单也就不补算了， 但是客户说： 没有， 我不想要你的其他任何产品， 或者你把我订购的东西寄给我， 或者我想要退款 ． 问题是； 这个单我们确实是亏的如果出的话， 而如果退款， 其中包含的来回运费也跟亏的钱相差不多， 这个情况应该如何处理比较好一点昵？ 回复话术 ． ： 盯 Xxx. I am n 了 but I have t0 bring you a bad news 山 your order is controlled by China Custom, because it has brand and patent, but, luckily, we found a power agent t0 “ it, however, it needs operatefee.concerningyourthisorder,actually,wedon' thaveanyprofitfromthisorder,ifwebear USSXxx again, apologize that it is really hard ， even if you choose new supplier and buy such kind 0f products, you al face the same case. Sure, I 山 i 社 that I made a mistake, because I should inform you in advance and have such a fee, becauselthoughtthatwecanhaveagoodluckinclearingcustom,anddon ， twantyoutopaymore during such cooperation, however, the result is that I was 町 on & Anyhow ， in orderto decrease Y0ur lost ， let № 山 uspayhalf ， think ？ Thank you very much for your kind understanding YourssincerelY ， 回复话术 Dear Xxx, lamverysorry,andlwaswrong Concerningyourthisorderwithbrandandpatent ， lshouldinformyouinadvancewhichneedto pay extra operate if pass successfully from China Custom, but, 1 ed myself that we should have a good luck tO paSS ， that is really foolish. The result is bad, it is and deep lesson for me. ， anyhow, we spent time and found a power agent whO can help us clear custom in China ， just need tO payextraoperatefee.lamsorryandhavetosaythatwedon' thaveanyprofitfromthisorderactually ， we bear US$XXX again, it is really hard for me ， in fact ， [ should pay this responsibility butnot 131 0 ，

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第五章运费 company,afterall,itismyfault ， however ， ldon ， thavesuchability,pleasekindlygivemeyourbest undetstanding. Supposed you choose new supplier and buy such kind products a you a ！ face the same case. SO ， howaboutletus(youandme)bothbearthiscosttogether??leasepleasepleaseforgiveme. k youverymuch. Yours sincerely ， 案例 131 运费问题： 客户是苏丹的 ． 在中国已经采购客 · 部分的货物， 本来说在我们这里采购， 某公司再一起装运， 现在因为海运费的原因暂停了业务， 使用了天成的模版回复》 客户很激动， 但是由于他们国内通货膨胀跟海运费高的原因， 客户还是选择暫时不继续他的采购业务， 但是也表明了与我们一直保持联系， 很感谢我们给他的建议 ． 回复话术； Dear Xxx, Wish go well! T 盯[公司已脱敏] held a meeting 0f YOur 酊 d as you mentioned that you postponed the project and waiting for the stability because of the h[联系方式已脱敏] inflation. But our Financial Supervisor gave us the advise that ： thisinflationmayprobablybethechanceto makea b[联系方式已脱敏] profits. with 500m Sudanese “ h[联系方式已脱敏] importing is one 0f the method t0 t aga[联系方式已脱敏] inflation.(lhis is the advise that our Financial Supervisor ¥ e ， would you double confirm if this is 凶 le 10 help you tomake b[联系方式已脱敏] bulk?) Asyourpr0fessionaland responsiblesupplier.wearealwaystryingourbesttof[联系方式已脱敏] SOlutionfOrbothOfus, thisisjustasyousa[编号已脱敏] forward to your kind reply. Best Regards, Yours Xxx 0 ，

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第五章运费案例 132 运涨价客户不接受问题： 有个美国客户上个月 6 ． 26 号做完货叫他付尾款发此一直拖着， 期间回了说在度假》 度完假回来付尾款， 我们也跟他说过运费涨了很多的事， 他置之不理拖了个把月才付尾款， 现在让他承担一半的运费他不肯， 还说要投诉我们要申请退款， 这种情况该怎么办？ 回复思路： 这个时候你就要告诉客户申请的后果： 1 、 我们肯定也会出示证据去证明我们没有错； 2 、 某平台判谁贏也还不知道； 3 、 不管某平台结果如何都会造成 2 次交期推迟， 回复话术： Dear Xxx, Thankyou reply. I am very $ 0r0 but sure you have the r[联系方式已脱敏] t0 claim from Ali № № ， anyway after claim t0 Ali № № ， [公司已脱敏] would: 1. We will a 0 the ev[编号已脱敏] t0 某平台 that weare r[联系方式已脱敏] things. 2 ． Who will win the case will be decided by 某平台. & № matter how 某平台 will decide then we will have double delayed in the delivery. As your professional and responsible I strongly advise you can t0 take double cons[编号已脱敏] about the solution()e share half and half of the extra shipping c that we offered 50 that we can have 山 is problem solved ， thank you very much. Please do trust we will not add the COSt without reasons, now the shipping COSt is very unstable, we also d[编号已脱敏] we should d0 tO remind you again and again, we also have lost in the increasing shipping SO now your understanding is very important and h[联系方式已脱敏] appreciated. (Sure if you c 尾 support us in this COSt I would t0 feedback you more in the future when YOu probably need om us). L00king forward t0 your kind reply• Best Regards, Yours Xxx 1 0 ，

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第五章运费案例 133 运苤涨了， 如何让客户共同承担问题： [角色已脱敏]， 目前运费涨了， 我们想让客户共同承担运费 · 回复思路： 站在客户的角度上说， 让客户给予更多的时间 ． 回复话术： Dear James, lamsososon-ytohearthatyouaresufferingthesecondeffectsofthecovid-watthismoment,andl really p careof youl & your family & your team. ldowever,lhavetobringanotgoodnews,ourforwardersallsaidit'sveryhardtousetheshippingway by air (DDP) through the 某平台 platform in this customs k is 山 e customs broker now,especially for UK ， and even 山 ou the customs clearing is successful, but alSOhavetheriskthattheg00dsareretumedbackfrornUK. Besides,thetransportcostisn0tstablenowanditisincreasedcrazilY,itish[联系方式已脱敏] period .(Before USS5900,now U 40 ） ， “ “ ． it will more h 岫 “ w comingweeks. 1 № 曲 not positive. ， ifyou decide tO order, please kindly consider earlier, which № y “ save money But, ] understand that it is a special 1 any possibilities, [ tO help you more money in business, and we 0 d ． 《 this extra t 叫 herwi 山 you 以 hat № 山 0f 僞 pay № U 940 ， evenif “ al 匐山 t 恤 vemucl 刂什 om this 0 but, 1 understand that we are 山 “ 期 “ 噁 ． 职 w 《 YOu p kindly k revised PI draft, and I wait ， becausethetimeisnotenoughforusanditd[编号已脱敏]. Thank you 、 ℃ 0 ， much .vour kind understanding and wait ， early reply YourssincenlY, 0 ，

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第五章运费案例 134 运费高问题； 在我们平时做外贸过程中我们最常遇到的情况就是客户 ． 已读未回 ． ， 当然已读未回也可以分为很多种场景， 比如第一封询盘发过去已读未回， 问客户产品细节已读不回， 报价后已读不回， 聊着聊着已读不回， 发了 PI 已读不回， 催款后已读未回 ． 下面我们先以发询盘过去已读不回为例： 比如客户给我们发了一条最常见的模板询盘 （如下） ： Hi. ltn interested in your product Outdoor Business Self-service Pizza Vending Machines C00king H0t FOOd Fully Automatic Smart Pizza Vending Machines, I would like some more details @ llc»kforwardforyourreply. 回复话术 a 酞 you much for your kind inquiry about our Vending Machine. is is Anna 什 om XXXX Electronics, which is a professional manufacturer ofVending Machines with more than 20 y rs ， experience. per inquiry that are 100king our Pizza Vending Machine. ln order t0 quote the exact prices including shipping, [ am very so but I still need your help t0 confirm some details ： 1.WhatcapacitYthatyouprefer? ()e normally have 3 kinds ： 48 戗 s ， p 72 戗 s 0 ） 2 ． WhatkindOfpaymentmethOdthatyouneed? ()e can make: COin.Cash,On[联系方式已脱敏] Reader, we help you t0 combine them as you need) 3 ． HOW many pieces YOu are going tO purchase? PI “ refer to the attachment for the picture 0f them that can make a better decision. 回复思维： 报价前还需要确认的产品细节以问题形式展示出来 （问题一定要带着答案， 客户只需要做选择睚一定要发一张图片辅助客户去确认产品细节， 更直接更直观） · As long as confirm the details above then 1 will send you the quotation details immediately. Lookingfonvard tO your kind reply. BestRegards, YourS Anna 135 0 ，

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第五章运費案例 135 运费报错问一开始给客户报错运费后来已经给[姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 利用高情商话术跟客户说错误在订单前而不是订单后成功挽回信任危机， 回复话术： Dear Xxx, again for the unprofessional quotation on shipping cost quotation № 盼山 is happened order, God still loves me. lreallyhopethiswouldnotbringyouthe •trust-lost'butmoretrust,achanceshouldbegiventothe one whO compensate their mi 殴 ． Your reply ontheconfimationwouldoffermemorecouragetoimprovemyselfbetter L00kingforwardtoyourkindreplY! Best Regards. Yous Xxx 案例 136 重量计算错误， 运收少了， 找客户补差价问题： 由于我们内部跟单同事不小心在装箱单中搞错重量了， 导致业务员少收客户一半的运费， 可是现在货已经出了 ． 业务员和客户谈判， 客户不太想补回运费 ． 回复思路： 这种情况下， 货已经发了 ． 我们也不在理， 丧失了主动权， 我们剩下的就是只有高情商话术从人性的角度出发与客户进行谈判尝试将损失要回来， 这个时候的话术就很讲究温度， 温度一到， 钱也就到了 ． 回复话术： Dear X ， 1 am very SOrrY tO make YOu confused, please don't WO 仃 Y ， nOW the 冠 s has been anditisonthewaytoyou,youW111getthegwdssoon.(HereistheTrackingNumber ； 苤 xx ） Sure it is our mistake. As business partner I really № we can t0 share the understanding and support 山 r to 町 OW together further and longer ， [公司已脱敏] would beg your understanding on it. And see could 酊 0 ，

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第五章运费 t0 makeuptherestshipping ， tOtal $xxxmore.(Pleasedotrustwe d[编号已脱敏] the shipping cOst ， we just would lOve to v 釕 our lost on it. lfYOu could SUPport us in the shipping ， company would feedbackyou morein the future whenyouprobably fromus. l-ookingforwardtoyourkindreply Best Regards ， Yours Xxx 案例 137 要客户补运， 如何沟通呢问题： 有个产品模板用错了， 导致价格便宜了很多 ． 现在有好几个客户下了单， 但是发货的话很亏本， 我要怎么开口让客户补运费比较合适呢？ [角色已脱敏][姓名已脱敏]？ 回复话术： Dear X.u, Thank you very much 朊 your kind order about our Xxx u in 黼 № ， I 。 please shareyour understanding that made a mistake inthe quotation which would result in “ b[联系方式已脱敏] for 0f is t0 request if could: 1. Makeupthelost$xxxextra? (Wed[编号已脱敏]) 巳 Or you can a 卜 0 choose tO cancel the order? [公司已脱敏] w 尾 love compensate you $ 10 without any condition ， you 佣 IY have t0 us your Pay Pal A 0 皿 t then we will pay you immediately. This is the link of the order in 某平台 ： (lfyou didn'tacceptthereviseinthe extra COSt, please cancel the order) Plea«e share your best understanding t00 that the competition Chinese factories is 吖 b[联系方式已脱敏] our profitsisvery orderwouldbeh[联系方式已脱敏] Company. L00kingforwardtoyourkrndreplY, Best Regards, Yours Xxx 0 ，

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第五章运费案例 138 货代公固运费上涨， 如何让客户共同承担问题： [角色已脱敏][姓名已脱敏]， 请教一个问题； 我之前 9 月初下了单的客户已经付了运费， 含税双清的空派， 现在 11 月中货做完了， 但是货代报价已经加了很多， 公司希望我能和客户提出要求一起分享多出的运费， 怎么写才能让客户付款呢？ 回复话术： Dear X ， ] am to hear 山 suffering the second effects ofthe id 一 19 at the moment, and ] really hope that evewthing becomes normal and goes well 5 Anyhow ， please lp me take care & family team. However, ] have tO bring a nOt good neWS ， our forwarders all said it•s very hard tO use the 曲 i 叩 g way by air (DDP) through the 某平台 platform in this period time, u 瑟 customs check is strict the customs broker now,especially UK, and even though the customs clearing is successful, but alS0havetheriskthattheg00dsarereturnedbackfromUK. Besides, the tnnsport COSt is not stable now and it is increased cra 蒯 Y ， it is than one 0f before.(Before US$5900 ， now US $ 684 以 even, it will be more h[联系方式已脱敏] within coming weeks, the 如 t is not positive. So ， you decide tO order, please kindly consider earlier, which help save money. But ， I understood that it is a special time and easy forboth 0f during VRIUS, 的 | on has any possibilities, ] try tO help Y0u save more money in business, and we consider that bear a cost togetherwith you, that 媳 we b0 山 pay half ofU 940 ， even ifwe al n ， t t this order, but, 1 understand that we are not only one time cooperation but long-time, how d0 you think ？ you decide, please kindly check my revised draft, and I wait your earlier confirmation actually, because is not enough for us and k much for kind understanding and wait for YOur early reply Yourssincerely, 1 0 ，

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第五章运费案例 139 客户回复运费太贵， 如何沟通问题： 创建订单后回复运费太贵， 当客户说运费贵的时候， 怎么做？ 回复思路心理节奏， 让客户觉得这种运费是合情合理的回复和话术， Dear Xxx ， Wish have a nice day and everything go well. AfterIcomparedDHL(US$)/UPS(US$)/FedEx(US$)/TNT(USS),ByAirDDP(USS)/BySea DDP(US$ YBy Trarn DDP(US$ ), the ch one is USS 哪个便宜就写哪个汁 i 叩亟 time ： xxdays, lkindly adviseyou choose this. 当客户还是不同意》 还说运费贵， 那我们怎么做？ lhis shipping COSt is offered by our forwarderwho cmperated with 5 years, ifyou 山 i ℃ d ， please give me more time 1 20 minutes to look another 盯 d 过了 10 分钟之后， 你再写下面的话 US$XXX is the cheapest one 1 1 闐 k until now 血 “ I communicated with another 5 forwarders. （让客户看到你的努力 ),ifpossible,couldyoupleasetellmeyourownforwarderorwhetheryouhaveany friends in China, whether you have any other suppliers s which waiting delivery ， then 艹 can ship out your order directly to him, and pl me “ his contact information, and I will send goods on time, thank you “ much your kind understanding. You that we 佣 IY sell notearnmoneyorprofitfromshippingwayortransport. 案例 140 运费贵要退款问题： [角色已脱敏][姓名已脱敏] R 订单因为邮费太低寄不出去， 我用之前你们给的话术给客户哭穷了， 客户马上点了退款， 然后说我要怎么回复， 可以让他补一下邮费取消退款申请 ． 回复话术： 盯 Xxx, Hereby we is 1 willing toseethishappen. 1 0 ，

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第五章运费 As our 1 g time communication cherish Of cooperation ， I applied a meeting your shipping COSt that ] can share half of the shipping cost by myself, pl 瑟 share YOur best understand this is the best SuppOrt that [ can dO my e 仃 price set, I have been dOing the best to 忡 e this issue .lf the order was canceled we will lost much more Order, this means I will deduct all achievements of this mon 山， as a fresh face in international trade I really need your support, my dear friend. We are really embarrassed now ， and we really don't want t0 disappoint Y0u. but please trust we 代 ally need your help and understanding, please d0 believe we would feedback you more in the future whenyouneedthehelpfromus. Y understanding would be h[联系方式已脱敏] appreciated. Sincere greetings, YoursXxx 案例 141 运苤责》 如何推进订单延期问题： 目前手头有西班牙的老客户， 是实力采购类客户， 原本确认了订单约 15W 美金 3 个柜子， 这个订单从一路报价整理已经花了 2 个月的时间， 客户今年的订单也是已经持续下， 这个是第三个订单， 今日客户来邮件说由于海运费实在太高了导致只能暂停或者延后订单， 想问老帅对于关于海运费波动而导致客户延期， 暂停订单能怎么再争取一下吗？ 回复话术： Dear Xxx, That is a not good news when [ hear your decision, however, [ understand your feeling and present hard situation 2 閌 ％ ， because 0f crazy increasing fre[联系方式已脱敏] and shoflage 0f containers. lt seems like that we 山 not con 厅司 it at the moment ， even, coming[公司已脱敏] at least 8 sa[编号已脱敏] the fre[联系方式已脱敏] will h[联系方式已脱敏] 甙 the rest several months of this year, because the peak shipping season for importers happens during the second half 0f the year, however, cargo demand far exceeds capacity this year, and the v ！ space in Asia is getting even t[联系方式已脱敏] August. Conceming above factors, theforwardergaveussomeadvice ： 1. Supposed had any oversea orders in the future, tO arrange and b00k earlier ， if available ， pay them 0 ，

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第五意运费 deposit and keep the r[联系方式已脱敏] in advance, Ot rwi ， it will moredifficult tO ℃ k the container even pa.nngmore. ln generally, 2 weeks will 皿 ou ifbooking containers f 螫 e ， but w ， it needs 6 一 8 weeks in advance. 2 ， HI fre[联系方式已脱敏] rates and t[联系方式已脱敏] capacity are curently common problems all impotters. A 什 by the ep[编号已脱敏], the pressure 0fEuropean and American ports cannot li t in the 曲 term ， lead tO the shipping costs would be increased accordingly. That is ， as long 凸 have any OV a business ， we have tO prepare and in advance. Anyhow, suchextracost, discussed with my boss and held a serious meeting with our whole team today ， here are some advice YO 匿 reference 什 our team ： l. We kindly advice YO second d move forward, and we promised that we'll keep everything we confirmed ， NO matter any changes 釕 the order · 2 ， We will arrange production but for the shipment can wait until you confirmed the delivery Plan. During this period, KindlY note your g 小 will 5 ed carefully in our w 曲 without any storage COSt. SO YOu could request the delivery whenever the time is better you. We standing by foryoualways. That is ， how about confirm the order and pay deposit in advance, then it is tx*ter both us № keep your all r[联系方式已脱敏] in hand. I hope this [联系方式已脱敏] make you feel well and 凶 this updated information takes away your wo 仃 i ， sure if you have any h 吖 concernS suggestions ， please just feel tO me know, a 冠 and long eooperation dO need deep communication. HOW YOu think ？ Good luck for 山 ofus. Thousands 0f thank YOu e much. Yours sincerely 141 0 ，

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第五章运费案例 142 如何补收客户运苤问题： 运费报价少收了客户的 50 ％ ， 现軍新收客户的费用， 客户会很生气， 该如何重新收取客户的费用呢？ 回复话术： Dear Xxx, ] understand that you don' t want tO extra money for first container, it is did our mistake and offered wrong pnce, even lower 览 that is, we offered base on 3M but the final is 6M. You are professional thanus, lappreciatedh[联系方式已脱敏] ， t recognize that. Even if you changed another suppliers, the final quotation is not the one you got and h[联系方式已脱敏] 50 ％ ． OK 》 we pa[编号已脱敏] we made. But, please kindly give us you best understanding that if we pay another ％ h[联系方式已脱敏] twanttoseethatlleavefromourcompany? After all, these ould paid by myself ， but my salary is not enough t0 do that. Pleasedon ， tpushmealot,agoodandlongbusinesscooperationneedmutualsupportand understanding, if help me this time ， ] would like tO help YOu in future anyhow ， I pa[编号已脱敏] for first mistake, but the second container ， [ have t0 ask you t0 pay extra money USSxxx. 儲 h 曰 i 跹， 1 have tO face the risk Of fired. Thank YOu much. Yours sincerely. 142 0 ，

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件首第六章售后 0 ，

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案例 143 发错样品问题： 我们发错样品了， 客户需要 DVD 的， 但我们发了显示器， 如何减少我方损失不让客户退回来让客户自行解决， 毕竟只是样品 ． 回复思路： 1. 道歉如果产生的问题客户也有责任， 在顾及客户的面子下间接的提出来 ． 2 ， 提供解决方案 （一环扣一环） 回复话术： DearXxx, I am for mistake, I didrft recogniz.e need a headrest DVD actually, ！ just noted your direct product d 釕 link from 川 i № № inquiry, in fact, as YOu got, HM8 5 is just a monitor withoutDVD function, a 凶 1 you bring such b[联系方式已脱敏] But, in order t0 decrease your ] t ， may I forward 涌 on as following: 1. Could you help us sell this monitor in yourmaüet, because the returning fre[联系方式已脱敏] is expensive evenmuchh[联系方式已脱敏] 2 ． nobody buy it ， Y itand connect DVD player, whose video will transfer t0 HM8 ． 伊 5 ， y süll can watch DVD program, how you think ？ & ， just could you pleasepaythe i 叩 i in advance, 山， we remove the cost 什 your new order DVD player. we will recommend another model with DVD player, but it's not the same appearance with HM8 一伊 5 ． lwaitforyourfinaladvice. YourssincerelY. 案例 144 取消差评问题： 想要请教您 1 个问题， 有个客户之前下了订单》 她收到衣服之后觉得面料不好， 给了我们差评之后也在积极沟通， 用了很多方法比如折扣， 重新寄样等等 ． 对方一直没有取消评论， 信息已读未回 ． 想问一下有没有什么技巧和方法应对这种给差评客户？ 145 0 ，

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第六章售后回复话术： 这个时候你没办法控制客户怎么评价或者评论你们， 但是你可以控制和引导看的其他客户， 所以你出的话术绝对是让其他人认为你说的是合情合理的 ． Dear Xxx ， Ap010gize YOu for lettingyou unhappy. Anyhow, we should do better and better next time. Just I am afra[编号已脱敏] we have some misunderstanding about this order ， actually ， from your favourite finally, I understood that you need h[联系方式已脱敏] level quality items, in fact ， we have better version ， just the COSt is different ， how about we delivery new sample tO you again ？ Thank you very much for YO 匿 kind understand and appreciated it if you can give us a chance again, and webelieve betterandb[联系方式已脱敏] Yours sincerely, 案例 145 如何引粤客户好评问题： 如何引导客户在 AL [ BABA 上给我们好评？ 回复思路： 站在跟客户共进步的角度上邀请客户进行好评， 回复话术： Dear Mr. Xxx, lhank you very much for your choosing us and trying 0 “ rncxiel XXX, and appreciated h[联系方式已脱敏] if you can give us 5 stars. We would supply better quality and service next time with YO 盯 kind encouragement, like good quality, fast delivery, excellent service and good communication. Besides, if you need any other new products from 贈 please let us know any time, we will 0ffer a tt senice and deal with them you in the future as you are our respectful VIP customer Thousands 0f 山 a you in advance. YourS sincerely, 146 0 ，

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第六章售后案例 146 某平台客户质 0 问题被投诉问由老客户介绍的新客户 （已经下单 8 万金額） ， 属于亲戚关系， 某平台卖家， 以色列人 ． 今年 4 月份开始下单， 至今已经下了 6 个订单 （ 3 ． 5 [内部角色已脱敏]金额） ， 还有一款产品在开发中， 翻单上周刚确认， 并且安排生产 ． 发生以下问题就直接取消了， 要求索賠公主套装 1 佩 〕 套原因： 一款 EVA 不干餃， 工厂冲错方向， 导致字全部反了 ． 如图； 预计有 ％ 的数量， 是这样的 ． 产品上了某平台后第一个卖出去的就被投诉有这个问题， 然后也自己买了一套， 也有这个问题 ． 然后表示这个产品已经死亡， 会影响到她的品牌信誉， 不会再出售 ． 需要索賠全額货款 + 测试费 + 运费共计 2 美金 · 回复思路： 问题的的确确是出在我们身上， 那我们必须承担起这个责任， 只是怎么个承整体思路： 1. 让客户看到我们道歉我们的诚意想要解决问题的决心 2 ， 某公司没关系， 客户不太为难你自己， 因为为难你解决不了问题 3 ． 你全額赔付， 但是分时间段菇付， 让客户放心， 但是你就是在赌客户的新订啮当然你可以以退为进不要新订单， 最终看谁能 HOLD 住， 如果你的态度够诚恳， 客户还是需要产品， 这就是你的胜利 ． 回复话术： Dear Xxx, ltisab[联系方式已脱敏] tknowhowto e № my bad feeling on myself, it is my fault and I must bear all the 10s 跹 s which bring you, that is, I wouldandmustcompensateforyouUS$4232bymyself.becauseIdon' tcheckcarefully,solshould haveresponsibilitytodecreaseyourlost.measedon' tworry,ldon' t 曲[公司已脱敏], may 1 YO full in 3 times 丽 n3n lt 巧 e ， youdon ， tneedtoplaceanyneworderorwedon' tacceptyouranyneworder until this problem is ed well and until take money.How doyou i ？ a ， inconvenience. Yourssincerely ， 147 0 ，

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第六章售后案例 147 产品质 0 客诉问题： 我这边有个客诉问题， 这是一个开模的客户， 在开模之初客户要求产品可以洗碗机安全， （产品用来种植枷但老外可能喜欢用洗碗机来清洁） 工厂也是可以做洗碗机安全的， 但工厂在生产时少了一个关键工序导致产品不能洗碗机安全， 货发到客户手里才被发现 ． 发现后我们与客户开会讨论希望承担客户说明不能洗碗机安全的说明书的费用和一些其他损失订单金额是 2 万多美金， 我们预计希望可以给客户承担 1 0 到 2 〔 美金来解决问题， 但会后客户发来索赔函要求退还全部订单费用 2 万多美金 ． 这笔巨款我们显然是不能承担的， 但未来还要合作很多， 我们希望尽可能降低赔款金额， 维持好客户关系， 想请教下如何周旋以及怎样的话术让客户接受较低的赔款？ 另外之前和客户签订过产品协议， 要求必须洗碗机安全的， 某公司全责， 可以适当配合我们解决问题但全赔也是很难接受的 ． 回复思路： 建议全赔， 但要分单赔， 建议客户也可以以低价卖这些产品到回复话术： DearXxx, I am verY SOrTY for the mistake and the 1 s that we brought 加 YOu. (I know any explanation can't change the fact. anyway please dO tmst we are shou 尾 make the mistake. Anyway please d0 trust 0 product can work as a xxx machine though it couldn't Dish Washing, YOu can tO sell them at a 10W cost. We would love tO take our responsibility t0 make the compensation to you, anyway please do trust this is the lost for both of us, as business partner now we alsoneedthehelpfromyour 引 d 巳 TOday Our a meeting ofyour order and wedecided tO compensate YOu abOut order and request ifyou could accept ： 1. Wer 皿 0 toyo 匿行巧 t. 2 ． Therest$18000wouldbediv[编号已脱敏], thatmeanswewouldcompensateyou$2000foreach futureorderthatyouplaceor deduct 10 ％ 什 om each all 山 e $ 180m arededucted. PI twe around 7 一 9 ％ [公司已脱敏] really h0 you could share YO 匿 best understanding and support. If you c 尾 the future when youprobablyneed. lmkingforwardtoyourkindreply. BestRegards Yours Xxx. 0 ，

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第六章售后案例 148 生产中产品瑕疵问题： 我的那个客户， 跟他说过， 纸筒的衔接处不是那么的完美， 但是不影响整体的美观， 但是他的要求比较高， 就觉得有瑕疵 ． 然后我跟他说可以给他軍新做， 交货期大概是巧天， 他也不接受， 觉得时间有点长 ． （重做的话， 供应商都不敢保证质量会不会比现在的好 .) 现在客户有点生气， 我应该怎么安抚他， 然后让他接受其他方案呢， 他是中间商， 我们是站在他的角度帮他考虑的 ． 回复思路： 站在客户的角度上说， 让客户给予更多的时间 · 回复话术： Dear Xxx, We are bring su 山 trouble and inconvenience t0 and it is very shame for me t0 ask you me 山 is again ， № w “ “ ， I have t0 that please give a last chance. May I ask whether you can use it without package, and we would love t0 return this money t0 you even if it is loss ， wewould lfthe solution 1 not available reasonable, we would bear[公司已脱敏] print again, just could YOu please give us more than 8 working days （ previous cornmunicating result is 15 days, we has pushed much on this new supply ), cons[编号已脱敏] it is hot season and with Christmas holiday coming, almost companies production [社媒账号已脱敏] busy, $ 0 ， we did our best tO persuade tO a with 8 working days. PI please please give us your best undeßtanding about it. [ really appreciated for your kind understanding, and thousands 0f thank you for your help 山 is time, once 妇 Y ， you need help from me, 1 would remember this moment and would d0. Once again. YourssincerelY, 案例 149 质量与报价产品不符问我们有一个韩国客户， 在国内有采购代表的 ． 今年 2 月份首次联系， 咨询了一个常用作天然甜味剂的产品， 前业务推荐了产品并报介并描述这个产品具有某个活性成分》 且是高含量的 ． 到了今年 6 月份底， 客户一来就是要样品》 就按之前沟通产品发样给到采购代表进行确认， 确认以后在 7 月下了一个小订单， 寄到韩国， 并进行了实验室专业的检测 · 客户经检测 149 0 ，

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第六章售后发现产品不是我们所描述的规格， 没有他需求的高含量活性成分 ． 这个产品规格本身比较小众， 此前我们一直没有发现供应商给我们说的这个规格有可能是存在不符风险的 · 一般拿小数量的客户也不会去检测 ． 实际上韩国客户采购该产品不是作为天然甜味剂使用， 而是需要当中的高含量活性成分作为护肤品应用， 客户采购的目的就是为了这个活性成分 ． 此前我们自己也不了解这个情况 · 我们重新安排了符合要求的样品寄给韩国客户检测， 最终确认了规格， 但后面确认的规格跟一开始报价的规格价格完全不一样， 刚好是翻倍的价格 ． 客户的诉求是重新按新确认的规格补货 ． 我们是希望客户可以补差价以后， 我们再安排发货； 之前错发的规格先放韩国客户那， 以后有机会我们再去拿哒个错发的规格本身是对客户没用途的） 请问有适合的话术跟客户沟通吗？ 这种产品要能完全符合客户要求不容易， 客户要找到合适的供应商也不容易， 所以建议答应补给客户， 但是同时要告诉客户下新单的话要多少钱喀户的回复的态度决定你们要不要补给客户） 回复话术： Dear X 獄， Thank you very much for Y0ur kind patience which was really professional and helpful for t0 confirm theexactproductthattotallymeetyourrequirements[公司已脱敏] would love tO make[公司已脱敏] would love t0 request your understanding that after our double calculation ， the COSt 0f the new 佣 wouldbemuchh[联系方式已脱敏] c wou be $ 单位[公司已脱敏] can accept the new cost? This is very important. Please d0 trust we would not add the cost without reason, as long as we have the reasonable profits sure we would not charge from our customers. ()s we would have very b[联系方式已脱敏] risk t0 10 you or 础 “ customers with adding cost) SO adding the cost is the last step that we could do without other better options. As long-term business partners ， we should help each other t0 町 ow together with reasonable profits that we can work together further and longer Sure if you can support us in the cost ， please d0 believe we would return more in the future n you need help from YO understanding would be h[联系方式已脱敏] appreciated. Best regards, Yours xxx 0 ，

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第六章售后案例 150 老客户不回复问能一个合作大客户因为产品出现了点小问题然后已经大半年没有回复过任何信息了， 期间有常规跟进， 怎么跟进客户就是不回怎么办？ 回复思路： 利用高情商话术去挽回大半年因为小问题而一直没有回复的客户， 成功破冰并且与客户之间建立起初步的 ． 温度 ” （也就是与客户之间不再是冷冰冰的生意上的关系， 高情商邮件就能够帮助我们与客户之间建立这种温度） · 回复话术： DearXxx, Wishyouhaveanicedayandevemhinggoeswe11. lamverysonytosaythatyouaretheonlycustomerwhocameintomymindmostinmypastoneyear ， I d[编号已脱敏] inJuly 18 ， afterthat ， myworld waswithoutyou, but you neverwent mlt Ofmy mind. ， we had some small i $ 凸 with 6 凶 s xxx with 曲 a 以 proportion, which brought heavy guilty in ， d love them, but I didn't have the chance. lchbelieveonlythese$cswasnotthemainreasonsthatyouleftme,ldidn' tknowwhytodayl n 加 ti 什画 G 呶何客户是欧美的用 God, 中东的用 Allah)youmayhaveother reasons which may næd my help, but in the past 1 never had this idea, suddenly the guilty f № m om hean, 山 is is why [ am writing this [联系方式已脱敏] lfyou the difficulty then but I didnt help which on it, at least I should have a (Anyway all 0 h e werefrom suddenly tips, hope it was not). Yourreplyonthe vetycomfortmessagetomyheart. lmkingforwardtoyourkindreply! BestRegards ， YoursRissa 案例 151 如何让客户给我们好评 ． 话术 ． 问题： 当出货后如何让客户给我们留好评或是如何跟进我们的客户？ [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 记得那些疑似有问题的客户不要发 ． 151 0 ，

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第六章售后回复话术： Dear Xxx, Wish you have a nice day and everything goes well lhank you much your kind sup 凶戊 in our previous order about our Xxx Product. № are selling ifyou meet any things that need help 什 om my side. Please never hesitate to 豇 e them 山 me that I can offer my help with professronal product knowledge or experience ab Sure I w 尾 love to the "fruit• is achieved by bOth ofus. would you please t0 help to take pictures 0f our products that are selling in your shop any other scenes you can provide? feeling have is just like the feeling YOu tO the feedback customers ， Yourhelpwouldbe B R 訂 ds ， Y Xxx 案例 152 如何让客户给我们好评 ． 话术回复话术： Dear Xxx, Wish you goeswell. k you ven• much for your kind $ up 凶 11 and patience in the order 0f our Xxx Product. We sueceeded t0 make the d happen and finished sm 山 IY under the effort from b0 山 0f us, I really[公司已脱敏] would love t0 see the feedback fmm you ， if you could help us t0 write you the feedback on the A1ibaba Order which would 0ffer us more courage tO improve 0 盯 product and 巽 rvic 巳 Hereisthelink0ftheordert0 writeyoufeedback: xxxxxxxxxxxxxxxxxxxxxxxxxxxxx yourhelponitwouldbeh[联系方式已脱敏] BestRegards ， Y Xxx 0 ，

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第六章售后案例 153 老客户挽回 ． 问题： 当客户因为质量或是其它对我们失去了信心后如何挽回客户？ 我有个客户从 18 年 5 月份开始跟进的， 19 年 6 月份的时候拿过样品， 后来因为寄过去的样品表面有点脏客户不满意就没下单， 当时已经和客户解释了在大货生产时会注意这个问题 ． 后来继续跟进， 在 1 月份的时候给客户推了另外一款产品， 发户邮件回复问产品的軍量 ． 该客户是做电容的》 我回复客户邮件可以为他在电商平台售卖提供产品的照片以及视频》 并且问客户的社交账号说要给他发产品的立拍视频供他参考， 但客户都没有同复， 请问这种情况下得不到回复该如何继缝照进？ 回复思路： 这个时候更多的我们应该： 从情感上出发； 再次给到客户信心 ． 回复话术： 这个时候能给到客户二次信心才是客户能回复的关键所在再利用话术给客户加上一点道德压力那这封邮件的回复率就高了， 而且成交率也非常高， Dear Xxx, Wish have a nice day and everything goes well Last time I was very happy t0 receive your new inquiry about our Xxx Product, as a always seeking 山[公司已脱敏][公司已脱敏] is also keeping tO improve ourselves in 0 products and service. I really YOu can al 曲 e us the Tomakeerrorsishuman importantforus.(lleamedthis 什 om the school, aha) Your reply on the confirmation would be h[联系方式已脱敏] appreciated B Re 小， Yours Xxx 0 ，

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第六章售后案例 154 老客户挽回 0 问题： 这个客人之前买了 15 款产品， 每个产品数量只有 3-5PCS, 我们用心给他找产品， 报价后也满意下单了， 但是本来是答应说是后面订单数量大一点， 但是收到货后对包装不满意， 因为是工具产品他数量少也没有定制包装， 只能常规包装， 所以运输过程中肯定会有破损， 是海运， 到了客人那边有些就压了， 客人很不满意， 昨天我道歉给他了， 他说跟他的团队讨论下， 今天就给我回复这个说是不能合作了 ． 接下来我应该怎么办？ 回复话术： Dear X 獄， Thank you very much for your kind[公司已脱敏] held a meeting Of your order ， [公司已脱敏] could understand YOur decision ， anyway, as a pmfessional and responsible supplier ， [公司已脱敏] would love tO our la Ort ： 1. Would you please double COnfirm hOw much[公司已脱敏] would love tO compensate it. 2.Ourcompanywouldlovetosay: we experienced the 'difficult order" with only 2-3PCS for 巧 models, [公司已脱敏] would really № we could get "easier order• with more quantity more models. Tomakeenorsishumannature,anywaythemoreimportantis: [公司已脱敏] would cheekily request please share us a chance t0 improve ourselves ： 司 ea r 可阿 t0 山 e attachment for the pictures 0f the new package that we are going t0 improve in your new order. （给到客户信心是非常熏要的） Themostproudthingforus is ： tohelpourcustomerstogrowfromsmall tob[联系方式已脱敏] 'lhe most honorable thing for us ourcustomershelpustobecomebetterandbetter. Your second[公司已脱敏]. Best Regards, Yours Xxx. 154 0 ，

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第六章售后案例 155 老客户挽回 0 回复思路： 客户 5 年没下单了， 怎么起死回生 ． [姓名已脱敏]经理[姓名已脱敏] · 回复话术： Dear Xxx, Wish you have a nice day[公司已脱敏]. Thank you 50 much for your kind feedback which made me realize that we had tOO much t0 improve, [ do believe the 'Negative Feedback' 什 om YOLI and other customers would the best catalyse pushing t0 improve better and better "Blood" will the best 1 ns that would never be forgotten in ． But b100d the best result for us, asGodsays "betterlatethannever" solamwritingthis[联系方式已脱敏] last chance that is going t0 prove that we are still worthy 0f your trust, otherwise this would 0 foreverregreL If we still "lose• YOur last chance, then have t0 say that deserve it. Please dO trust I will follow your orderbymyself ， there is a saying in China: weshouldstandupfromwherewefall[公司已脱敏]. I d0 believe[公司已脱敏] history. SO again for the 'unprofessional service' that we brought tO you. L00king forward t0 your kind reply. Best Regards, Yours Xxx 0 ，

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第六章售后案例 156 老客户挽回@ 回复思路： 这些都是可以在与客户之间产生了一些分歧或是问题后可以用上去挽回客户的话术并取得良好的效果一 ． 回复话术： DearXxx, wishyouhaveanicedayandevewthinggoeswell. Time flies, lt has been more than 3 years after our 1 communication about the Xxx Prcx1uct. Inthepast3years,[编号已脱敏] changes, help. T0day 0 meetingofour V[P customers in the past 5y ， “ Y ofthem. Please a11 “ tO that my boss would love t0 forward his late apology tO 1 had a ofunhappyexperiencesforsomereons,mybossmentioneditwasallofourfault. the [联系方式已脱敏] time ： 1. Trytoreconnectyouandforwardthe "thanks" toyou. 2 ． We also w 尾 love tO@tO build the ctl)peration with you again, use my thinks we sh ld have the ability t0 your requirements totally 山 our present production t hno 盯 and ability. If [联系方式已脱敏] please tO back t0 tO China would very love t0 meet on more t0 show you our differences in the past 3 y Lookingforwardtoyourkindrep1y. Best Regards, YoursXxx 0 ，

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第六章售后案例 157 老客户挽回回复思路： 这些都是可以在与客户之间产生了一些分歧或是问题后可以用上去挽回客户的话术并取得良好的效果二， 回复话术： DearXxx. wishyouhaveanicedayandeverythinggoeswell. Time fl ， lt has been more than 3 Y after our last communication about the XXX tOOl. Inthepast3years,I lotof changes, 0 匿 company developed vetY very much under your help. ow me t0 say that my s would love to forward his late apology tO you, because he i or YO help 2016 ， actually didn•t t0 1 ore much, but we didn't have the enough t hno ' t0 meet your requirements ， [联系方式已脱敏] [公司已脱敏] invested a (much more than imagination) in improving ourselves, t 盯[公司已脱敏] meeting (h[联系方式已脱敏] level meeting). Just because 0f you, [公司已脱敏] had a totally different development. (Maybe you didn't know ， but it happened). [联系方式已脱敏] time ： 1.Trytoreconnectyouandforwardthe •thanks" toyou. 2 ． We al love to build the cooperation with you again ， because my boss think we should have the ability r If read this [联系方式已脱敏] pl tO get № tO (one day when you come t0 China again ， my b0 佣尾 very love t0 meet YOu once more tO ow Y0t1 our difference in the past 3 years). LookingforwardtoyourkindreplYl Best Regards, Y Xxx 0 ，

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第六章售后案例 158 老客户挽回@ 问题： 当我们与客户之前发生了一点不愉快的事情后如何能够挽回客户？ 我有一个客户因为交期我们延了很久， 走货的时候有点不愉快， 现在我不知道怎么跟进比较好， 客户的质量还是很好的， 我还是想去争取一下， 某公司 ． 回复思路： 只要你用心将三步曲搞透了就一样用三步曲解决问題识要是跟进客户就是用跟进客户三步曲 ). 回复话术： Dear Xxx, Wish you have a nice day and everything goes well. 1 am very 81 t0 see that you already received the goods of our Xxx Product order though we had unhappy issues in the late delivery and shipping 0 ho 四 our final products would help us t0 gain some positive feedback from your side). Please do st we were always trying t0 solve the issues very hard, sure your patience and understanding was really h[联系方式已脱敏] appreciated and we are really grateful. LifeisalwayS ： we will cherish more when experience will b ome tt a tt we experience more and more difficult. I really hope the small issues would not be the barrier in our future d 5 ， [公司已脱敏] would love t0 requestyour chance tO prove that we are improving, we would toregain YOur 恤巧 t by our service ， products. a long term business relationship, sure we would experience some happy and unhappy things, I h0 凶 this would give us more courage tO help each 0 山 t0 町 ow longer and further L00king fonvard t0 your kind reply. BestRegards, Yours Xxx 158 0 ，

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第六章售后案例 159 客户由于某些原因想拒收货物问題： 对于态度冷漠的拒收货物， 并一直不做回应仍旧申请退款的客户该如何应对， 有没有什么方法可以促使其回心转意， 然后那些洽谈中的客户， 由于运输时间长、 运费高等问题不作回应或者回绝的客户， 跟进了也没有回音； 还有些下单后不付款的客户， 如何去跟进去骚扰都已读不做回应， 该如何进行下一步？ 回复话术： 1, 先在某平台上面拒绝客户的退款申请并配上话术： Now the goods already reached t0 customer but customer refused 巧 s[联系方式已脱敏] the g 区， sure all 0 匿 goods are r[联系方式已脱敏] products according t0 customer's requirements, 1 am very TY but we can't accept 加 r the payment tocustomer. 2 、 再给客户与一封邮件 Dear X.xx, Wish YOu have a nice day and everything goes well. 1 k you 跹 much your kind support in the order of 0 “ Xxx Product with total cost including shipping $ X ， now the goods already reached t0 you, but as I confirmed 山 0 盯 forwarder that you refused tO s[联系方式已脱敏] the goods P1ease d0 trust we sent you the r[联系方式已脱敏] goods as specifications that we a 町 e ， and we already spent much time in this order ， I do believe both of us would tomake all ofour to bemorevaluable. 跹 you refused the goods then it would bring lost for both ofus, as refused the goods by your 0 reasons ， I d0 believe you couldn't get the money back 山 rou Ali № (I also refused tO retum the paymenttoyou). SO please share st understanding that the best solution is tO s[联系方式已脱敏] the goods t we can make this order done, if YOu are not ti with our service or others please must e them with me improve it, otherwise ] don't evenknowthe reasons. Your help and understanding would very helpful for us to get this 、 ． Looking forward tO kind reply. BestRegards, Yours Xxx 159 0 ，

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第六章售后案例 160 延迟发货， 退款问題： 因无法正常出货， 客户要求退款 ． 回复话术： DearXxx ， I really upset when you refer this requirement 0f returning the rest money t0 Y0u ， in fact, we no 〔 one time cooperation ， you are very familiar with the style who 《 [公司已脱敏] product quality. Actually, during business, [公司已脱敏] would face a problem or trouble in some time more or less, as 1 g as different parties consider the position each 0 山 er ， I believe that business will be not the small onebut b[联系方式已脱敏] and faster, how dO you think ？ That is ， if can help us this time, we also would like to helpyouinfuture. please kindly understand that our hard status now, we would remember your favor forever, if you needmeoneday,lwoulddo. ky V ， much. YounsincerelY, 案例 1 61 如何让客户配合我们出货？ 问题： 就是客户的货代明天就装柜走了， 不愿等我们的货物》 这时候我应该怎么跟客户沟通解释， 为了维持我们的关系？ 有没有什么好的话术回复思路： 其实逻辑很简单， 就是要告诉客户就好了 （但前提是你们没有推迟交货， 只不过是货代提前装柜走了） 回复话术： Wish a nice and everything $ well. ] am very sorry but YOur forwarder contacted today that they would load the container tomo 仃 ow ， they wouldn't wait our goods, would you please confi if you know this matter? I am writing this [联系方式已脱敏] confirm ifyou still had other containers which w 尾 wait for our goods tO shipped together? (Your goods be ready delivery XXX Jan/Feb. ） L00king forward tO kind reply. BestRegards, Yours Xxx 0 ，

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第六章售后案例 162 延期发货， 客户要退款问题： 我想请问： 春节期间客人下了订单， 刚开始我跟他说了年前发不了货》 他觉得没关系， 过了几天又说要退款， 这样怎么回复客人比较妞回复话术： Dear X ， Thank YOu very much foryourorder, p [ also kindly give bestunderstanding foryournew d 釕， we would pay much more attention and put it intO production [社媒账号已脱敏] prior, that is ， you will the first partner t0 get your d we back from CNY holiday, whether it is good you ？ lreallywanttoexpressitthatwedon ， twanttolostyou.andpleasegiveuschancetoproveitthatwe cando better d tt ． Thousands Of thank you much. Yours sincerely, 案例 163 延期发货话术问题： [角色已脱敏]， 现在有意向下单顾客， 但是货代快递快放假了， 我应该怎么回复来表达我们订单正常进行 ． 但是发货年后， 我主要想找专业点的说法 ． 询问顾客这个项目的计划截止日期是啥？ 回复话术： 盯 Xxx, Thank you very much for Y0 kind support and new 豇 d Please kindly consider that express companieshave been offduty and started li y ， even ifwe finished order within 7 working days. ， for your new d ， we would pay much more attention and put it intO production [社媒账号已脱敏] i once we back holiday ， that is, the first m CNY holiday, whether it is available you ？ ln the other hand ， more earlier confirmation, more fast shipping Fina11y,Ireallywanttoexpressitthatwedon ， twanttolostyou,andpleasegiveuschancetoproveit thatwecandobetterandbetter. Thousands 0f thank you 、 Yours sincerely, 0 ，

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第六章售后案例 164 延迟发货话术问题： 现在货是做好了， 物流发不了货的邮件怎么写？ 回复话术 Dear Xxx, Wish and goes well. lam lhave 2piecesofnewsforyou, bad 1 goodnewsis: yourgoodshavebeenfinished,pleaserefertotheattachmentforthepictureofthemso thatyoucandoubleconfim.(Allofthemareexactlythesameasyourequired).Thebadnewsis ： № more shipment 卜 available t0 ship goods e our Chinese New Year H01iday, 豇 this moment weneed your best understanding it. As your professional and responsible sales, have t0 write this [联系方式已脱敏] 0 皿 can make a b arrangement, be shippedimmediatelyafterour ChineseNew Year hol[编号已脱敏] back, will giveyouthe updateonxxxFeb. Yo 盯 understanding and p 〔 would h[联系方式已脱敏] appreciated grateful all 0f 0 “ company. Looking tO kind BestRegards, Yours Xxx 案例 165 订单有些问題， 如何回馈客户问氍我们有个客户还比较优质， 做了两款不同工艺的货， 需要的尺寸都是一样的、 结果做出来寄给客户之后 ． 两个工艺的尺寸不一样 ． 导致客户要过新下一个订单来荪补之前的问题 ． 客户发现问题之后第一时间跟我们说明了问题点， 并且拍照给我们看了 ． 确实是我们的生产问题导致的 ． 客户现在的态度是没有责怪我们 ． 也没有提出需要我们赔偿 ． 像这种情况， 我们是否要主动提出给客户新的订单折扣呢？ 跟客户道歉并给出我们的诚意， 我们跟客户说我们愿意多做一些货送给客户 （还可以抵扣一部分金或是付一部分运费， 或是其它对客户有价值的东西， 比如说优惠卷等） 回复话飛 0 ，

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第六章售后 DearXxx, I am very sonyforthedifferencesofproducts, we broughtyou the trouble and 10 today our helda Ofyour order and we al found outthe reasons. 1 verysonybutplease share best understanding businesspartner, ourcompanyreally № lp each ] the lost for 山[公司已脱敏] would love tO give the 1. You keep selling the Xxx with less cost. (Please don't waste them, they are still a complete 5 with standard quality, the printing information are all correct). 2 ． [公司已脱敏] w 尾 love 山 compensate you 巧 ％ of the cost （ $ 31 x0 ． 15 = $ 473 ） ． Anyway 0 匿 company would really cheekily requests your understanding that we have only around 5 ％ inthisorder,sowouldyoupleasetrytoaccept ： 1. We make sure the second order will totally meet your requirements. 2 ． in thesecond ord “ $ 223 in ourthirdorder. you support us in this d sure 0 匿 company would love to feedback you more in the future when probably need the № lp 什 om 0 匿 side. Your reply on the confirmation would be h[联系方式已脱敏] appreciated. & Regards, Yours Xxx 案例 166 客户只认以前的业务问题： 有个美国客就是以前业务员的， 现在离职涩就不怎么下单， 就算下单只是一点点小单， 没有全部下给我仃客户还一直问以前那个业务员去哪里了？ 对于这种只认业务员的客户怎么处理？ 回复话术： Dear Xxx, I f 1 shouldconsultmoreupdatefromme, however ， it is a pity, may I ask what any Other things I should dO 0 ，

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第六章售后 better Or supply more service. 1 would love tO listen and develop with your kind advice, sure ifhave chance, 《 would like t0 meet reqmrement. How do you think ？ Please just feel free to tell me. Thank YOu Yourssincerely, 案例 167 生产出错问题： 丝印出错两次， 客户非常生气恼火， 如何让合作顺利下去？ 一张重做的订单上次重做原因为印刷质量不佳， 以及下面少了三行字句 · 但是第一批也是贈送给了客人 ． 此次第二批完成， 准备寄货， 拍照给客人看 ． 但是客户再次告知印刷内容有误 ． 客人告知有两个前面的字母有误 ． 但是此两字母在第一批时也是有误的 ． 客户当时收到第一批时却只告知了少三行字可以及印刷质量不佳 ． 所以我们在第二批就只有做质量的改进以及加三行字句 ． 现在客户要求立马修改， 但是已无法修改。 并且威胁此订单若不修改， 即要一并退款其他所有订单， 也不让延期到年后， 态度强硬， 其他订单还有近 25m 件的衣服未出， 若一并退款损失惨熏 ． 回复思路以不同的身份表达对此事的重视并且给与黯偿以业务员的名义回复话术： Dear Xxx ， l'm very ry the ble we brought tO YOu, please kindly accept our sincerely apologize. I can image that YOu arenot happy, in fact, I am alSO very very not happy if [ were YOLI. We just held seriousmeetingforyourissueton[联系方式已脱敏] ， andhadofferedthesolutionasbelow 1. Wewill do the fastest to remake and take all remaking cost by our side. 2 ． We would 皿 d e extra express shipping fee by our side if delivery that style alone by express once finishd 3 ． extra 3 ％ YOu. For the issue happened, our [联系方式已脱敏] employee and our production clerk t00k their accordingly responsibility t00. We would strength our quality and procedure training for QC dept, especially, we add a new QC dept during production. Just the problem had been caused ， now we should take all measures t0 solve it, and 司 ea kindly take consider t0 ship other products first, we really 朊 Y thatyour selling. d0 仃 u 就 always stand the same side with our Ct1Stomer ， this is the lOst for bOth 0f IIS, and we will make tO compensate 0 ，

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第六章售后 Best Regards 以经理[姓名已脱敏]： DearXxx, HOW areyou ？ 5 吓 manager XXX （经理[姓名已脱敏]） on № XXX 某公司名字） ， it is my honor to know y側什圃x炻业务的名字 ),pleasekindlyacceptourapologizeafteraseriousmeetingwithour company all depts. Today, our whole team d[编号已脱敏] meeting and discussedyour d details, that was ourfault, our reprßentative working performance is not got ， pl 巽 just share your idea with me, 1 have r[联系方式已脱敏] t0 change anotherguy and letyou happy. kindly consider sincerity and continue tO set up ga & 1 g & deep cmperation relationship with YOu, al pl kindly consider our measures or 山 0 巧， whether can weaskyou afavor togive us a chance again, sure if YOu can help us ， we would 面 all 賻 № helpy infuture ． F 伢缸 tsp 区 ia 》 le （你们错的那个款式） ， wewouldpaymuch attention and put it into production [社媒账号已脱敏] or ， that you will the partner tO get order once we backfromCNYholiday,andweshipouttherestnow ， whetheritisgoodforyou? FinallY,Ireallywanttoexpressitthatwedon' twanttolostyou,andpleasegiveuschancetoproveit thatwe can dobetterandbetter. lhousands ofthank yous. Y 闐 sincerely, Xxx （经理[姓名已脱敏]） 案例 168 质 0 同题， 客户退款问题： 三月出了一批货， 部分款式出现了几件抽纱 ． 客户要全部退款 ． 回复思路： 底线原则必須坚守 ． 回复话术： Dear Xxx, A 凶 i su fu 0f 10 items. wewouldgiveyousomecompensation,evenifwedon' tgetyourretumitems,andyouknowthatour 0 ，

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第六章售后 company warranty service process replacement retum money is 跹 on getting real products not 什 Om pictures. Besides,pleasekindlyputyourbestandkindunderstandingonit,thet0talorder' s quantities are 416 戗 s ， that is, the rest quantities quality is ， r[联系方式已脱敏] ？ E ¥ ， om our shipping record, there are not defectives but t ， please double check whether it is human factor and somebody use Strong physicalstrengthtowearit № ， we are scrry but have to say that we can not accept all money return back. My solution is that we giveyou 10 戗 smon № ， Y 巧 sincerely ， 案例 169 尺寸太小引发纠纷问題： 我们有一个客户给了我们的产品一个差评， 说是尺码太小了， 但我们的这个产品一直都是卖库存货的， 尺码也是客户自己选的， 现在客户因为尺码给了我们差评， 我们想给他发个邮件让他删除或者修改， 我们要怎么说呢？ 回复话术： Dear Xxx. Wishyouhaveanicedayandevemhinggoeswe11. I v ， sotTY but 1 your negative feedback t 佣 某平台 about our Xxx Product Order, I can understand why you w 尾 leave negative comments, sure you have the r[联系方式已脱敏] tO d0 it, anyway ] have tO u 尾 not deserve it ： l. Wesentyou 2 ． We ou 《 d not the negative feedback if d[编号已脱敏] t0 your requirement. ()s a professional supplier, h r[联系方式已脱敏] %lwouldlovetowritethis[联系方式已脱敏] couldyoupleasehelptorevise ordeletethenegative I re 10 me a 5 "'better me"", Sure if the chance Sure 1 w 尾 very lOve 加 have more communication with Y 佣， as more communication would help tO avoid · unn 巧跹吖 m e ] really № YOu could 妇 a YOur hand tO revise the comment which is k much 0 ，

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第六章售后 BestRegards, YoursXxx. 案例 170 运输时间延误问题： 延迟发货， 客户以为我们欺骗他， 如何沟通？ 因为我们中国国际快递的实际情况而导致我们发的快递都是通过代理走的， 而这种模式往往就是先有快递单号 （转单号 〕 在[联系方式已脱敏] 这种情况下客户提出质疑我们要如何跟客户解释清楚 ． 我这丿 L 有个客户答应他上周五给他出贷， 我也按要求出货了 ． 上周六拿到物流单号后我就发给了他 ． 但是货在关上卡了四天倜末海关休息 ), 今天才清完关， 检测到 DHL 物流信息， 客户就认为我是在骗他 ． 因为今天才有快递信息， 他认为清关是在 DHL ． 回复思路： 扫描货物之前， 而不是像我这样单号这么早就拿到了， 但是今天才有物流信息请问这种情况我要这么才能让他明白是因为海关查货耽误了这么久的时间， 而不是因为我今天才发货， 这个时候跟客户解释清楚就行了： 回复话术： Dear Thank you very much foryour kind reply. [ am very but please share your best understanding that we are not lying t0 definitely, if you had rich experience business with Chinese Suppliers, d0 believe Y0u must a of experience that when they offer you the Tracking Number which would only update after at 1 $ t 1 ． 2 days, sometimes a little longer just because the goods are waiting the fl[联系方式已脱敏] DHL would not give us any Tracking Number if they didn't receive goods from the shipper just like you don' t have the chance t0 get the Tracking Number which would show in DHL website with 灬 shipping information received status). Please d0 trust this is not lying, this is the shipping method happening most in China lntemational Trade: weshipthroughtheshippingagentwhocollectthegoodsfromusandshipbyofficial DHL(because their prices are much better than official DHL So at this moment ,your understanding is very important, thanks again for YOur SUPP01t and patience 0f this order. Best Regards, Yours Xxx 0 ，

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第六章售后案例 171 客户投诉要退款问题： 做外贸过程当中我们经常会遇到一些情况就是我们的货出了问题， 客户投诉或是要申请退款我们要如何应对？ 这个时候一般是我们要将坏事变成好事， 让客户先提出赔偿方案我们再伺机而动 ． 我们另一个老加拿大老客户， 这次我们寄了船样给她， 这款花型是返单， 之前做过， 然后她说这次船样的颜色和原样颜色相差很多， 表示不能接受这个颜色， 要取消 ． 我们对比了原样的顔色和后来大货做过的颜色， 发现这次做的颜色和上上次订单差不多， 但是会更深一些， 不过上上次订单的时候， 客户发现了这个问题但也接受了那个颜色， 所以这次的颜色和原样相差越来越远了 · 但是我们布料也都做好了， 所以我们现在想提供两个方法给客户： l. 打折 5 ％ 给客户， 请她帮我们接受这次的颜色 · 2 ． 让客户把这次的颜色当一一个新颜色买走， 但也打折 5 ％ ． 您看我用下面这封邮件可以吗？ 回复话术： Dear Xxx, Thank you very much for your kind reply. Anyway the last luckiness 丘 om God is they are still complete products, 《 really h0 we don't waste them but[公司已脱敏][公司已脱敏] would[公司已脱敏] would take our responsibility, [公司已脱敏] would love tO request YOu tO accept this Order and sell them with some discount and YOu could tell uS YOur condition sothatourcompanywoulddoubleconfimandtrytofindoutabettersolutionforbothofus. Your 唧 IY on the understanding and support would h[联系方式已脱敏] appreciated and grateful, sure now the solution for 山 0f us is the Lookingforwardtoyourkind reply. BestRegards, YoursXxx 0 ，

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第六章售后案例 172 客户不提货问题： 我们遇到一个秘鲁的客户 ． 下单时候谈好了 CIF ， 现在货已经到港有一阵子了， 客户觉得目的港费用太贵一直没有提货， 并且要用差评来威胁我们给她金钱补偿 · 遇到这样的客户该怎么处理比较好？ 回复思路： 以后不要走太便宜的海运， 羊毛出在羊身上， 不然就会出现这种情况， 这种费用对客户来说确实比较高， 建议承担一半， 但是在新订单里补偿 ． （这是五雷心符里学的缺点型逆向思维将坏事变成好事 ). 回复话术： Dear Xxx, lamverysonytohearthat,atthesametimewecanalsounderstandyourconcerns[公司已脱敏][公司已脱敏] would love tO support YOu about this 1. NO matterhow much share the extra cost ， note that this is a favor rather than a responsibility. 2 ． 0 盯 profits in 山 is d is al IY 5 ． 8 ％ profits, this amount is al important our 3 ． [公司已脱敏] would love t0 山 e № If 0f the COSt （ $ × 蠶） which would be deducted in our next b 甙 n 醚 1 誹 thiscostisnotchargedbyourcompany,wed[编号已脱敏]. [公司已脱敏] made a decision t0 share the COSt, [公司已脱敏] need your help in the understanding that we can help each other t0 have this pr 訃 [ 1 solved. (Sure ， 仳 1 will doubleconfirmed with ourforwarder about the destination cost firstly shipping). Y 佣 r 恤殴 d Support would beh[联系方式已脱敏] appreciated and grateful, thank you verymuch. lmkingforwardtoyourkindreply. Best Regards, YoursXxx 16g 0 ，

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件首第七章促单 0 ，

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第七章促单案例 173 客户犹豫问题： [角色已脱敏]， 跟进客户过程中， [内部角色已脱敏]是让我等， 如何继续下一步呢？ 回复思路给提供客户福利和好处挖掘客户的更多需求 ． 回复话术： Dear X 慧， Wish you have a nice day and everything goes well. May I ask what we can d0 together to move forward except for waiting, such as, advertising ？ Promotion ？ Delivery samples （ we can delivery one carton tO YOu first then you can pay us after YOu get mOney from your clients ） directly ？ Or may I know what is the tnost concern from YOur team ？ that we can do more effective measures or action tO move forward, and appreciated h[联系方式已脱敏] if you share YOur useful and wisdom advice, thank YOu very much Yours sincerely, 案例 174 客户不回复问题： 这是在 10 月中来的询盘客就直接让我产品报价， 我发过去以后， 客户问我产品的材质， 我也告诉了客户并提供图片 ． 客户已读图片以后问我产品问题， 我回答后客户就消失了 ． 之后我再问客户， 都是已读不回状态， 不小心把产品信息跟客户说错了， 应该怎么让客户继续回复我呢？ 回复话术： Dear Xxx, Ap010gize again for my la 就 information and confused you a ， in fact ， [ blamed myself deeply and why made such mistake ， it seems like not professional, and it would appreciated h[联系方式已脱敏] if I can get your kind understanding and forgiveness. Sure, [ understand that it is not only reason lead tO don' t reply me, please just feel free t0 share YOur idea and suggestion, which would be a b[联系方式已脱敏] me tO improve in future and supply better service tO YOur COrnpanY. If available, couldyoupleasegivemeachancetoexplainthismodel' sspecificationonebyoneas below: 1. Material: threelayerfabric(outerlayer ： 4%polyester*96%cotton;innerlayer: IOO% natural rubber) 173 0 ，

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第七章促单 2 ． Function ： 9 [ bones (strengthen and a ， support waist, 3-rowbuttons (increase square breasted des[联系方式已脱敏] t0 adjust waist size and t[联系方式已脱敏] 3 ． Techn010gy ： h[联系方式已脱敏] noteasytothreadoff betterprotectionofsteel bon ， and 闐 d elasticity 4 ． WhYit'sworthchoosing, efficientabdominalexercise,sweatingtolosewe[联系方式已脱敏] ， №虫 support, shaping waist shape 这里介绍的时候最好有一个比较， 市面上是什么， 我们是什么， 如果有图片对比更直观 ． As you know, a g business needs more communication ， if you have further St ， just give me YOur idea, thatwe can work togethertomakethisorderhappem A sincerity guy is waiting for reply 什 om China. Thank you very much. Best Regards ， Yours Xxx 案例 175 之前出现信任问题客户不想理会我们如何丛进问题： 我们有一个比较大的台湾的客户， 2017 年开始合作， 但因为 19 年有个工程订单由于多种原因交货延迟了， 客人比较生气说有造成损失， 后面发邮件也不回了， 我们希望能再发一封邮件打动客人以后还有合作的机会， 请问怎么写比较好呢？ 回复话术： Dear Xxx, Wish you[公司已脱敏] held a meeting YO 盯 d 吖 and Our cOrnpany w 尾 love tO request YO 町 best understanding in the previousorder aboutthe unhappinessand lostthatwe tt0Y 、 would you please confirm what is the lost that had and name 加 that 0 盯 company would t0 f[联系方式已脱敏] orbothofus? As long time business partner I d0 believe bOth 0f us would love t0 《 p each other t0 ow tt and better, and b[联系方式已脱敏] ， 10 Looking YOur kind reply. Best Regards, Yours Xxx 174 0 ，

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第七章促单案例 176 产品有瑕疵问题： 客户一直不接[联系方式已脱敏] 也不回复邮件， 也不要定金了因为产品做工有瑕疵， 怎么做？ 回复话术： DearXxx. I am very disturbing you agarn, because I t0 call Y0t1 “ [联系方式已脱敏] however, it is shame me without 凶 ． understanding ] reallywanttosolvethis problem withmy b[联系方式已脱敏] ability and Actually,Iamalsoveryupsetanddisapp0intatwhathappenednow.afterall ， thekeyproblemis 滴胶 （写上你们的英文） ， if without this extra handicraft process, eventhing is nomal and have d “ in lead in fact, we lostmuchmoneyand extra ccst beyond USS300exclude please kindly giveyou bestunderstandingthattake finishedgoodsandpayustherestmoneytous. As I mentioned f e ， ifyou can help us this b[联系方式已脱敏] ， we would love t0 you in future. if you have any concern diffculties, pl just us discuss and solve t h ． n Yourssincerely, 案例 177 税金高问题： 我一个德国复购客户， 9 月找我订购一台机器， 价格在四百多美金左右 （我们已交货） ， 上个月客户询问我们整个太阳能系统 （价格差不多 6 K) 美金） ， 但是因为他的国家税金和海关高的原因， 客户说想把项目放到明年才开始， 说也许明年税金会降低 ． 我让客户给我付 1 〔 定金 （保留订单的价格， 不管明年的价格是否变动， 给他的价格都不变， 如果明年价格降低我们一样重新给他按照新的价格， 总之价格只会不变 / 要不然就是降低， 不会抬高） 客户答应了付定金， 隔一天之后客户有犹豫了， 想不付定金， 说他去了解到明年的税金不会变动多少， 让我一起等待到明年， 求[角色已脱敏][姓名已脱敏]， 接下来我要怎么做吗？ 回复思路 ． 挖客户痛点未来价格可能更高回复话术； Dear X 0 ，

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第七章促单 Thank you very much your feedback and action searching the custom tax in your country ， and I 1 on g ． However, please kindly allow me tO give ideas or suggestions ， yes, there are not much change in your side ， however ， please kindly give YOu best understanding and cons[编号已脱敏] in our side. Base 佣 my ¥ a 》 Y 巧 5a1 experience ， especially this year, the materials have already increased around 12 ％ during the hot season, the shipping will increased around 2 〔 ， meanwhile, USD to RMB is uncontrollable, it down 什 om 1USD=7.1 RMB to 6 ． 5 during the past few months ， we 0 best 加 hold the price with hoping that exchange rate will come better 5 n ， but now it down every 也 y ， lead tO 0 匿 clients have tO pay more money tO buy g & S0,IstronglyadvicethatyouonlypayUS$60( 〕 asdepositinadvance ， thatis,itmeansthatyoudraw US$1.6 / [公司已脱敏] and get more money to decrease the risk andlost in future. PI doublecheckand advice me ， orifyouhaveany 什 totellme. 'lhank youvery much. Yourssincerely ， 案例 178 希望大客户蛤多些定单问题： 做外贸过程当中我们经常会遇到一些情况就是我们明知道对方是大客户但是对方向我们买的产品非常少， 如何能让客户向我们头更多的产品？ 对于大客户， 在无利绑定的情况下， 有没有什么话术， 可以诱导客户尽可能多的给到我们份額呀？ 回复话术： Dear Xxx, Wish you have a nice day and everything S well. Time flies, it has been XXX months'years since our cmperation, [公司已脱敏] really ap “ “ yourhelp is really important forourcompany As yourprofessionalandresponsible I w make brief summary ofourc»operation according tO Our transaction record ([公司已脱敏]'s h[联系方式已脱敏] level meeting). we f that orders stable. 176 0 ，

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第七章促单 Stable has kinds possibility: l. Your business is stable without a fast growing due tO the Coronavirus. 2 ． We did not do well enough t0 “ you enough help t0 make your business b[联系方式已脱敏] ， sothatwecouldimprove r ] v t0 d0 better and tt ， it is our 町 t 凸 t pride thing to № lp 0 “ customers to ow 什 om small business t0 b[联系方式已脱敏] and b[联系方式已脱敏] L00kingforvardtoyourkindreplY. BestRegards ， Y Xxx 案例 179 客户不回复一话术 ． 问题： 已读未回 （或者没有[联系方式已脱敏] 跟进客户大忌： 利用冷冰冰或空洞洞的话术去消耗客户的耐心， 所以要学习一下下面的 ． 跟进客户三步曲 ． ， 以有温度的话术进行客户跟进 ． 回复思路： 第一封跟进： 以专业跟进客户回复话术 ． Dear Xxx, Wishyouhaveanicedayandeverythinggoeswell. questions about the CapacitY, Payment method and QuantitY, they are very important 朊 the quotation. （对上次沟通内容[内部角色已脱敏]结） As 3 including shipping 吲导客户进人下一步） Sureagood businessneeds I am totallyready tO myhelp with my professional product owl and e № 酾 en “ ， anyway need your help in the further reply that we canworktogethertomovetheorderfotvard.( 情商推进） L00king forward tO your kind reply. Best Regards, Yours Xxx. 0 ，

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第七章促单案例 180 客户不回复 ． 话术 0 回复话术： Dear Xxx, Wish well. Time flies, it has been some time after I replied your inquiry about our XXX with 3 questions about the Capacity ， Payment method and Quantity. Afi two [联系方式已脱敏] I followed your order without your reply, I d0 believe you should have something more important or urgent t0 solve ， I am writing this [联系方式已脱敏] friend and 5 if you need some help 什 om my Please do trust business is always not only business ， we could have much more than business. L00kingforwardtoyourkundreplY. BestRegards, Yours Xxx. 案例 181 客户完全回复问题： 客户完全针对我们的问题回复， 回复思路： 三个问题全部回复了。 一次性解决客户下单前的 5 大问题 （产品丿价格 / 运输 / 交期丿付款方式） 以便快速成交或者架起整个谈判的框架） ． 回复话术： Dear Xxx, youverymuchforyourkindreply YOur reply I know that are going t0 purchase 200 s of our Coin XXX with Multi-co[联系方式已脱敏] function. （产品） best 骱格） The shipping cost bY Fedex door t0 door delivery is $ 465 ． （运输） S0thet0talcostincludingshippingis: ． 02 責 2 闐 + $ 465 巧 1 9 （价格 ． 总介 178 0 ，

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第七章促单 lt would take around 3 一 5 to prepare the goods a we confirm the order. （交拶 l) We accept 飞 payment through PayPal （ 4 7 ％ extra c 以 某平台 Trade Assurance()% extra Ali Cost), T/T(S25 extra each payment). （付款方式） ． As long as you confim the r and payment method then 1 will draft an PI with order details for your L00kingfonvardtoyourkindrePlY. BestRegards, Yours Anna 案例 182 客户提出新问题问题： 客户完全不针对我们的问题回复并提出新问题 (MOQ ， 包装信息） 回复思路利用外贸口诀： 先解决客户问题再引导客户进人下一步 （决定谈判的主动权） ． 回复话术： Dear Xxx, Thank YOu very much kind reply. （准囿 information ， feedback ， update....) Our MOQ is normally 1 戗 s ， anyway lower MOQ is also acceptable with a little h[联系方式已脱敏] COSt, sure the moreyoupurchasethecheapercostyoucouldget. packing details: 1.1 / ℃ 2 ． x “ / on ． 3.Cartonsizeandwe[联系方式已脱敏] 35x x45cm ， 18k [ am very but ] still need YO 匿 help t0 confim the 3 questions about the CapacitY, Payment MethOd and QuantitY that I li in my previous [联系方式已脱敏] they are v 凹了 important for the quotation. L00king YO kind reply. BestRegards, Y Xxx 0 ，

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第七章促单案例 183 客户不完全回复一话术 O 问题： 客户只回复其中一个问题 ． 回复思路： 利用外贸口诀： 先解决客户问题再引导客户进人下一步 （决定谈判的主动权） ， 回复话术： X ． Thank reply. Your help in the CapacitY confimation （ 72p ） was really helpful, anyway 1 am very ' but 1 still need YO 豇 lp t0 confirm the other 2 questions about the Payment Method and Quantity that I al li in my previous [联系方式已脱敏] they are al very important for me tO confim the exact prices including shipping you• № w getting and closer tO the quotation, 50 this moment we need t0 help each 0 山 “ “ that we can rm the product details tO move the order forward. L00kingforwardtoyourkindreplY. BestRegards, Y 伽 0 Xxx 案例 184 客户不完全回复 ． 话术问题！ 客户回复了大部分问题， 比如还有数量没有确认？ 回复思洛报区间价然后引导客户说出数量需求 ． 回复话术： Dear Xxx, lhankyouvaymuchforyourkindreply. AsperyourreplYIknowthatyou100kingforthis3160in1XXX(A13Processor) 圯 st 面 I n toyouis $ ． 7 卜 $ ． 1 pc ． W 佣尾 you pl confirm how many pieces you are going t0 purchase that I can quote you the exact prices including i ． 1 羽 0 ，

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第七章促单 yourreplyonthequantityconfimationwould beveryhelpfulforus tomovetheorderforvard. BestRegards, Y Anna 那接下来就可以针对跟进客户三步曲进一步进行散发思维， 针对多种客户已读不回的情况进行不同案例的分析及回复 （第一种回询盘后客户看了不回我们已经展示过， 那我们就其它情况再进行跟进） 案例 185 报价后不回问题： 给客户报价后不回 ． 如果还没有报运费这种情况下 ． 回复话术 ． Dear Xxx. Wishyouhaveaniceday well. a you · toconfirmtheprcductdetails xxx. [ $ 时上次沟通内容[内部角色已脱敏]结） ． Would you pl onfi how would like t0 ship goods 飞 t I can confirm the shipping foryou? (lfyouhaveyourownforwarderpleasesharetheircontacttomesothatlcanarrangethe shipping with 山） 吲导客户进人下一步 )• Sure a needs more ， helpwithmy professionalproductknowledgeandexperience.anywaylneedyourhelpinthefurtherreplysothatwe “ w k 晾 “ 加 № ve d fot - rd ， （情商推进） ． LookingforwardtoyourkindreplY. Best Regards, Yours Xxx 181 0 ，

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第七章促单案例 186 发 | P 后客户不回复回复话术： Wish you have a nice day and evetything goes well. Thank you very much for your kind patience which was very helpful 朊 t0 丽 rm the order details, lalsosentyou the PIwithorder confirmation. （对上次沟通内容[内部角色已脱敏]结） As long confirm the order then I will start the production you immediately, as 0 Chinese New Year H01iday is coming. 吲导客户进人下一步） Now we are just one Step from the cooperation ， we already spent much time in this d I 面 believe bOth love t0 0f t0 r[联系方式已脱敏] （情商推进） ． Looking forward tO Y0ur kind reply. Best Regards, Yours Xxx 案例 187 回复话术 Dear Xxx, 发了催款邮件客户不回复 Wish you have a nice day and everything goes well. Last time we finally had everything about our order 0f 0 “ Xxx confirmed, we had double confirmation of the other details like shipping, delivery, payment “ ． 树上次沟通内容[内部角色已脱敏]结） NOW we are a little delaying our schedule, as YOur professional and responsible 銘 1 · I have tO write this [联系方式已脱敏] again. 吲导客户进人下一步） Sure if YOu still had some Other difficulties or concerns please must share them with me that I cOuld offeryoumyhelpintime,ldobelieve •twoheadsarebetterthanone• ， ri t ？ （情商推进） Looking forward tO kind reply. 0 ，

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第七章促单 Best Regards ， YOurS Xxx 当然在跟进客户的时候还有很多种情况， 希望各位优秀的外贸业务员也要能够做到： 首先要能读懂这 “ 跟进客户三步曲 ” 的思维， 然后落地的时候要深深地去体验， 感受， 才能够在任何情况下轻松运用， 脱离模板， 真真正正成为一种刻在骨子里面的东西 ． （如果你只会复制粘贴， 你永远也没有办法体会到其中奥妙， 你更会受到道德的谴责， 因为你对自己不负案例 188 新客户不回复 ． 问题： 当给一个新客户发了 P ] 以后， 一个月里一直跟进但是客户就是没有回复怎么办？ 回复思路： 很显然这个时候利用 “ 跟进客户三步曲 ” 已经不够杀伤力了， 所以从跟进客户三步曲上散发思维， 在情商推进上多下功丸这个时候只有情商才是撬动客户的关键点所在 · 回复话术： Dear X ， Wish you have a nice day and everything goes well. Last time we confirmed the order about our Xxx products （ x s ， $xxx), l'm rry but l'm little worry about the order that ] didn't offer enough help t0 you tO finalize the order. pl pl pl must let me know the difficulties or concerns you are facing now that I can 0 什 my help with professional experience and product knowledge. the order is canceled because of my UN-enough h 咖， would feel guilty. （站在帮助客户的角度出发） Your reply on the confirmation would a very good comfort t0 a little girl's crisp heart. BestRegards, YoursXxx 0 ，

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第七章促单案例 189 新客户不回复问題： 某公司谈好了所有细节的客户在关键催单环节没有进一步的回复并说要考虑一下怎么办？ 回复思路 ． 利用高情商话术成功得到客户正面回复并快速拿下客户订单， 难得可贵的是与客户之间再也不是冷冰冰的生意上的关系， 只要我们业务员平时与客户之间保持一定的人性上的互动就可以成功地牢牢地绑定客户并成为稳定合作客户。 回复话术： DearXxx, Wish you have a nice day and everything goes well. T 盯 had a meeting with our P0tential VIP customers,you are one 0f only 2 customers whO engaged these2namelist. AII Of 0 盯 company staff laughed when they saw your pictures taken in our shop and YOu and YOur husband Mr.Ali really impressed especially you won the most impoflant and precious factor your life ou husband 5 up an example for a true man). Love needs more understanding from each other,at the same time,business al $ 0 needs support and undestanding from t00. Now we are just one from 0 盯 cooperation, my rnood is exactly the same like when your husband get 山 is 、 ” ， surelwillloveyoulikewhatyourhusbanddid. Your reply confirmation would be h[联系方式已脱敏] appreciated. BestRegards. Yours Hana 0 ，

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第七章促单案例 1 老客户不回复 ． 问题： 自己把天耵死后客户不回如何将客户挽救回来？ 回复思路： 你自己把天聊死的， 哈 （就好像你去头东西一样的落服说： 这个你不买也没关系， 那你肯定不买嘛所以正确跟进应该是： 回复话术： ] am very but it seems shut d0 the communication by myself when ] re-read our communication record, I found you were a really professional businessman. obviouslyyouwonthisnegotiation,theproblemis ： ourcompanysurecan'tallowthisorderhappen with hopeyou shareyourbest understanding. As a young 1 girl without enough experiences, [ have a tO learn from Y ， anyway please be sure already ow bottom would youplease confirm ifmy $xxx really make this order happen? ()r just didn't feel satisfied I can•t more discount?) 案例 1 91 老客户不回复 0 问题： 常年稳定客户因为广交会上没有及时拿下客户导致客户后来一直不回复了， 常规跟进客户就是一直不回怎么办？ 回复话术： Dear Xxx. Wish and well. again support in the past 3 ． [公司已脱敏], all 0f Ourcompany are grateful 0 汀 and busy meeting in the Canton Fair still made me guilty because I didn•t share you the time,anywayyoustillowedmeonepromise: Youwouldcomebackinthenextday.(Maybeyoujust saidit ， butlreallytookit). I am wondering when you will make the promise work? Emma is waiting you in China. aha. I missyou, is 15 0 kilometers away.. l-ookingforwardtoyourkindreply! Best Regards, YoursEmma 0 ，

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第七章促单例 192 老客户不回复@ 问题： 常规下单的客户忽然最近联系不上了， 怎么跟进客户都不回复， 怎么办？ 回复思路： 利用的是 · 站在客户俑变以帮助客户 ” 的角度出发， 以高情商话术成功撬动客户关拿下客户订单 ． 回复话术 ． Dear Xxx ， Wishyouhaveanicedayandevewthinggoeswell. lamverysorrybutasperyour•orderroutine",nowlshouldgetyourthird( 第几个订单， 自己数一下冫 I really [公司已脱敏] a in our growth ， you r made Y YOur orders much. NowIfelttheriskasIjustg0tonlyoneorderfromyourside. Wou1dyoupleasehelpmetofindoutthereasons? 1. You have dificulty in business; ifyes, p ] must must share it t0 me that I would t0 myhelp ， u YOu helped me a lOt withyour orders in my dlffictllt time. 2 ． ld[编号已脱敏] ； ifyes,pleasealsomustmustmustshareittomesothatlwouldtry toimprovemyself, rwi I would n ow where 1 should improve. Your reply lp 尾 helpful t0 keep the long-term business ， as business panners,weshouldtrytohelpandsuppateachothersothatwecangrowtogether. L00kingfonvardtoyourkindreply. BestRegards ， YoursXxx 0 ，

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第七章促单案例 193 老客户不回复@ 回复话术： Dear Xxx ， Wow ， your reply back t0 0 pupPY love. I am very sorry but in the past 3 一 4 made “ enjoy orders ， much ， now I f 1 the ， [ do believe ] 曲 ld make changes ， [ need help. As normal, now goods should the t0 you. me find the æasons? Please be frank t0 祀， should the best one who can tell “ where orwhat I should improve, otherwise I would have heavy guilt if [ didrft “ en help t0 YOLL Your help t0 make my heart released would h[联系方式已脱敏] appreciated. Best Regards, Yours Emma 案例 194 客户要和团队确认问题： 当客户回复说要跟团队确认一下后再也没有回复后怎么办？ 回复思路： 针对这种当客户说要跟团队商量一下的也是非常常见的案例， 很多外贸业务员在这种情况下不知所措， 跟又不是， 不跟又不是， 其实突破点主要是在如何站在客户角度以帮助客户的思维出发就可以以情商来撬动客户的回复， 客户只要一回复那就一定会带着不下单的背后的真正的原因， 这也是我们突破客户的点所在 ． 回复话术 Dear X ， Wish day andeverythinggoes well. lam verY 50r but as a professional and responsible 鳳 [ tO write the [联系方式已脱敏] As we already passed the most difficulty 凼 in business, we confirmed the details. we tested the samples, now we are just one step om the business. Actua11Y nowwearein thesameboatnow ， bothofusspentsomuchtimeontheorderdetails. IdO believebothofuswouldlovetomaketheorderhappened. lhavetokeepwritingthe[联系方式已脱敏] [ n 、 187 0 ，

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第七章促单 t t0 e the most precious love just because 0f silence,love is like this, r[联系方式已脱敏] Most of timeonlyoneofusmoveonestepforward,itisalifetime. your team still some concerns before order, pl share it tO me that we work on it ldobelievemorecornmunicationcan make d easierandfaster. A girl waiting for yourreply confimation 140 miles away. BestRegards, Yours Wendy 案例 195 发免费样品后， 如何让客户给我们最新反馈和下返单问题： 澳大利亚客户： 之前给客人提供了免费样品给客人快递费是客人承担的， 我这边追样品意见客人一直给不了答复 （差不多两个礼拜了） ， 他说他们生产部还没有机会用到我的样品去测试 ． 所以想请教一下这种情况有没有话述去让客人测试样品反馈质量？ 回复思澳大利亚客户很显然也是在等他那边的测试， 所以我们应该要服务好客户才是正道 ． 一定要站在帮助客户的角度出发让客户不回我们都要有点不好意思这样客户的回复就会给我们带来新的生机 ． 回复话术： DearXxx. Wi 曲 y ani 山 y 皿 d “ 凹騭仳 swell ． I can understand you are waiting your Production Department t0 test the Xxx Samples. professional and responsible 1 have tips YOur testing test samples: 1. W 》 旧》 you 1 our m 司 pl make sure XXXXXXXXXXXXXXX 2 You have XXXXXXXXXXXXXXX XXXXXXXXXXXXXXX(Z 是使用说明类的一些操作方法） e if you still have h concerns pl 曲豇 e them with me that we can work together tO make it happen. lmkingfcrwardtoyourkindreply. Best Regards, Yours Xxx 0 ，

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第七章促单案例 196 让客户接受我们问题： 如何在促成成交时候让客户感同身受的接受我们？ 回复话术： Dear X ， Wish you have a nice day and eveothing goes well. ObviouslY your business idea is not correct, because when your customers speak the same things t0 you like •whO COuld 0 r me better price then [ will buy from them", 丨 dO believe YOu would have the same kind 0f helpless feeling as me, the same time you would like t0 convince them by some o 山 factors As a professional and responsible sales, I will "Last Straw" 1. Please share me last few minutes to watch the XXX （产品） [公司已脱敏] and d00 ． 2 ． You al ask the supplier could offer you better price tO send the n kind of XXX （产品） tO compare. After that. if you would like t0 choose them still, then I will not tO convince k you YOur kindly understanding. BestRegards, Yours Xxx 案例 197 进多次后客户不回复问题： 跟进客户太多次客户有点不耐烦了， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思跏利用我们这么 “ 热情 ” 跟进主要是想在关键时刻帮助到客户的高情商思维就能够轻松化解客户的不耐烦为一种 “ 内疚 ” 之情 ． 从这个案子来看大家一定要注意： 外贸绝对不只是能让客户明白我们意思这么简单 · 这种时候利用话术缓解客户的情绪 ． 回复话术 《 Dear Xxy„ Thank you very much foryourkind [联系方式已脱敏] which would very important my lnternational Trade As per my education, as a professional and responsible 丨， we 引 ℃ uld tty tO 0 continuous and cl care 50 that our CustomerS can feel our enthusiasm, please must believe [ just w 闐尾 love tO help. 189 0 ，

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第七章促单 Butthepointis: ljustwouldlovetooffermyhelp, butldidn'tknowyouhadsomanyjobstodealwith ， 《 side. lhave tO apologizeformy "enthusiasm". This is a very lesson that you tO me, please@t0 help me improve more with this order. For ， themost d but tO "mistakes" t0 correct ， I really h0 Y can me the an ， d0 believe you will be my best Master in lntemational Tr 引 ． Yourreplywould ， a little girl's heart. l„ockingforwardtoyourkindreply. BestRegards, YoursXxx 案例 198 想让客户增加订单 0 ． 问题： 我想请问下年前有一个客户之前他拿了一个样品， 已经跟进过， 已经测试并且解决了他的问题， 下单了一箱产品， 年中给他发贷， 他现在收到货了， 我想撩下， 请问有什么建议吗？ 回复思路； 可以的， 要撩客户太容易了 ． 回复话术： DearXxx. WishyouhaveanicedayandeverYthinggoeswell. you v ， much kind order with xxx pcs our Xxx Product last time, Time flies, it has around xxx （时间） “ received the order, do believe after solved the e the d would t0 make full useof our products If possible and d 、 mind, would 司[公司已脱敏], it w 尾 a kind tO the XXX milesaway• l-akingft:mvardtoyourkindreply. B e r Y 闐 Xxx 0 ，

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第七章促单案例 199 想让客户增加订单量问题： 常规下单客户的订单明显没有以前增长得快， 而且新品推荐现在起不来， 订单有越来越小的趋势， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 利用回顾与客户合作情况带出 “ 初步情感 ． 路线， 然后再以关心客户角度出发并希望撬动客户在减少订单的原因上作回复 ． 回复话术： Dear X ， Wishyouhaveanicedayandeverythinggoeswell. Timeflies ， it has been ourcompanywould 1 e[公司已脱敏] in the past xxx Y 山[公司已脱敏] ， especially under your Support in our most difficult time. Yesterday 0 VIP om s ， were one ofthem, per our Now YOur new[公司已脱敏] c 酊囡 much about 山 I have tO write YOu an [联系方式已脱敏] inquire if YOu meet some difficulties some № r concerns, ifyes, pl share 山 1 t0 that we can “ our help with our professional k experience• lfwe can “ we didn't. we f 1 guilty. Yourreplyon toalittlegirl'sheart. L00kingforwardtoyourkindreplY. BestRegards ， Yours Jane 0 ，

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第七章促单案例 200 客户问价不下单问题： 客户在一定时间里客户多次问不同的产品价格但就是不下单， [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 像这种情况一定一定一定要对客户所间的产品[内部角色已脱敏]结， [内部角色已脱敏]结主要是目的是能够让客户觉得不好意思 （毕竟我们是专业地回答了客户的每一个问题， 报了每一个价格， 就好像我们去买衣服的时候试了很多件衣服一样， 不买点都不好意思出那个门） · 把他所有问过的产品及细节[内部角色已脱敏]结然后再问他怎么计划的， 这个主要是要让客户觉得不好意思不回你， 回复话术 Dear X ， Wish you have a nice day and everything goes well. Thank you very much for your kind patience in the past 2 months for many mquiries, as professional and responsible, d[编号已脱敏] all 0f your inquiries carefully ， here I would love t0 make a brief summarization them ： 1 ． Xxx Product with XXXXXX PCS 〈 就是一定的参数与数量或一些其它特殊要求 ),thebestprice offered t0 you is $xxx/pc 2 ， Xxx Product with XXXXXX PCS,thebestprice10fferedtoyouisXxxjpc. 3 ． Xxx Product with XXXXXX PCS ， thebestpricelofferedtoyouisxxx/pc. I a 0 made a quotation with all the details ， please refer tO the attachment for the picture them.( 做一个报价表， 专业的） Sure 山 0f us would love t0 make all our effort that we paid tO more valuable, sure if you still have some difficulties or concerns that Y0t1 have before order, please share them with me that I can offer you the help with my professional product knowledge and experience. Your reply on the confirmation would very helpful for us tO make the project happen. L00kingforwardtoyourkindrepl% BestRegards, Yours Xxx 1 0 ，

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靳 l,; 章促单瘵例 201 年采购计划 · 话木 ． 问如何向客户要年采购计划？ 回复话术 Dar Xxx. Wishyouhavenicedayandevewthinggoeswell. very much your kind support in the past several months/years. As long-tem business 头 d[编号已脱敏] ' · happy cooperation with help from each 0ther. NOW the rush season in China as we are going t0 have our b[联系方式已脱敏] festival ℃ hinese New Year• in 」 》 our full production schedule until Feb after holiday. Ttxiay 尾 a meeting about 0 new years production plans, as we are scheduling our prcxluctionplansfrrourordeninFeb. Sure are VIP 1 S, that is why am writing inquiry if you have next year.ifyouhavepleasetrytosharethemwithmesothatwecanworkoutabettersolutionwithour YourreplY h[联系方式已脱敏] appreciated. BestRegards, Y 佣 Xxx 案例 202 要采购计划 ． 话木问题： 如何向客户要年采购计划 ． 2 ？ 回复思路； 要想问客户年采购计划就一定要自己先： 1 、 [内部角色已脱敏]结； 2 、 给客户做一个模拟计划； 这样子才有可能在自己用心的一定程度上撬动客户在年采购计划上的心思》 大忌是： 只是来一句简简单单的： Whatisyourorderplan? 回复话术： DearXxx. wishyouhaveanicedayandeverythinggoeswell. 1 0 ，

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第七章促单 Time fiies, 2 0 is i tO the end and we will have the new year 2021 immediately, thank you 氍 much[公司已脱敏] held a meeting for Y0t1 especially inordertoofferyouthebetter services. Imadesummaryofyourordersinthepast2020 呶果不是很多单就列出来， 如果超过 10 单这种的就做个表） ： Aspermysummary,youorderisgetting XXXXXXXXXXXXXXX( 据实际情况做些规律性的东西出来） I would love t0 make a prediction 0f order plan in the new year 2021 under our （多花点心思， 某公司针对这些客户逐一开刽 Sure ， ifyou could YO d plans in the new year would be very helpful, and I would combine my predlction with your order plan that we could Offer YOu a plan for YOur reference If what I summary was not CO 仃 t something you mind, please share your best understanding on it• Yo 盯 reply on the confirmation would h[联系方式已脱敏] appreciated. Best Regards, Y Xxx 案例 203 催客户提前下单问題： 本来要年前下单的客户现在想在过完年后再下单 （也就是如何让客户提前下单） ． [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复思路： 下面六种话术版本都是针对如何催客户提前下单的话术， 想让客户提前下单， 最重要的一点是一定要让客户看到提前下单有什么好处， 而且这个好处一定要列得有点杀伤力， 不能是那些无关痛瘅的 · 要想人家付凭什么？ 你得出点方案呀》 要有方案思维， 哈 ． 回复话术： DearXxx. 0 ，

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第七章促单 WishyouhaveanicedayandeveMhinggoeswell. Thankyouvermuchforyourkindpatienceinconfimingalltheorder detailsofourXxxProduct,xxx pcsintotal. Asbothofusalreadyspentsomuchtimeonthisorder,[编号已脱敏] our tO more I bl 巳 Todayourcompawheldameetingaboutournewyear'spmductionplans,asweareschedu1ingour productionplansforourordersinpeb. 佩 p ] tnrst the sooner YOu confinn the order and sooner you can get the product after our We can is would love tO support you in the depcsit. ülis special period ， [公司已脱敏] can accept 佣 ly 10 ％ of the deposit ， then we will collect the material YOur r before our holiday that we can have the 可 d produced as longaswecomeback,thatmeansyouwillsurelygettheg00dsinApril. Wehave another policy the customers likeyouandyourtrust, we would lovetoofferyou the 10 ％ profits with the payment you Y ， that means if pay $ 20( 刃， you will get 200 when we come back fromtheholiday. YO r IY h[联系方式已脱敏] appreciated. Best Regards, YoursXxx 案例 204 问题： 如何询盘客户要年采购计划一 3 回复思路： 要想问客户年采购计划回复话术： Dear Xxx, 年采购计划 Thankyouverymuch foryour 、 mon 山 yea ． Today customers ， sureyouwereoneofthem. 0 ，

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第七章促单 As per the official notifications 什 om our governments one by one due to the second outbreak of the Coronavims in Hebei Province China, especially this is the special period closing t0 our Chinese New Year Holiday, most of the workers went home much earlier than before. lhis would probably result in: 1 ． Labor costs are increasing• 2 ． Raw material will keep increasing again. Onemorethingis: theexchangeratefromUSDtoRMBmaydecreasemoreinthenewyear. our companywould love to feedback our VIP customers that ifyou could pay some deposit like $xxx advancesothatourcompanycouldofferyouthe profits: l. If the YOu. 2 ． lfthe exchange rate increased, we would deduct it you a discount (today's exchange rate is 6 謎 ), ifthe decreased a 山， [公司已脱敏] really hopes you could feel this is the special favorable policy t0 the VIP customers like you. sure ifyou had the could t0 us in the deposit $xxx. 11m again for YO support and 巧 t. Best Regards ， Yours Xxx 案例 205 回复话术： Dear Xxx. 放假前催单 WishyouhaveanicedayandeverYthinggoeswell. Now our Chinese New Year H01iday is coming from xxx t0 a professional and responsible sales, I w 尾 love list d plan that YOu can make a better schedule: 1 ． If place the order this month before 〗 “ 》 the production would take around XXX days tO finish the production. 2 ． That means we have the ability finish the production and arrange the delivery before our Chinese New Year Holiday. 0 ，

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第七章促单 3 ． Other,vise ， we would have around one month of Traditional New Year holiday. 4 ． That means if YOII place the order 山吓 month after x ， you would receive the order in the end of March or in the 0f April. This would help us t0 have total enough time in this order but not any delay to affect your plan, otherwise I would feel very guilty if our goods affected your plan. SoIstronglyadvise: ifyouwereinneedofourproducts ， itwouldbebetterforyoutoplacetheorderin 山 is month before xxx. Looking t0 your kind reply. Best Regards, Y 巧 Xxx 案例 206 交不了货催单回复话飛刚刚那个版本是年前能交贷的， 再来一个年前交不了货的 ． Dear Xxx, Wish you have a nice day and everything go well. As your professional and responsible sales, 《 would love tO list order 皿 that YOu can make a b 塑伢就 h ule ： 1. If you place the order this month ， the production would take around XXX days t0 finish the production 2 ． And the shipping by Sea would take (from departure 什[公司已脱敏] tO arrival tO your warehouse)around XXX days. 3 ． We would have around one month "Chinese Traditional New Year holiday. 4 ． That means if YOu place the order this mon 山》 YOu wOuld receive the order in the end March in the beginning 0 「 April. This w 開尾 help us tO have tOtal enough time in this order but not anY delay tO affect yourplan, otherwise 1 would feel very guilty if our goods affected your plan. Sostronglyadvise: ifyou were not in a nervous finance, wouldyoupleasesupportmetocommita •relaxed" order? 0 ，

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Y 佣 rsup 凶 w 佣 ld *fædback' L00kingfomardtoyourkindreplY. BestRegards, Yours Xxx 第七章促单 withourmostperfectgoods 案例 207 促单 ． 回复话术： 可以这样回复客户， 正确的逻辑是先告诉客户多少钱然后再起提醒客户会发生变化的可能， 再来引导客户先确认产品订单； DearXxx. Wishyouhaveanicedayandeverythinggoes well. Thank you very much foryour kind patience, which was very helpful for us t0 confirm the product TheDDUshippingcostbySeaisaroundSxxxatpresent. I very but the shipping is not very stable before our Chinese New Year holiday, it would have the possibility that it may decrease or increase then after our holiday. 1. it decreases, sure I would inform and deduct itfrom the amount 2 ． it increases, I h0 YOu share your undetstanding and support t0 make 叩 it. Myanothersuggestionis: wecouldconfimtheorderwithpmductsonlyfirst,wewouldconfirmthe newest i i COSt you before delivery ， how d0 think about it? NOW we are just one step from the cooperation we already spent so much time in this order, I do believe bOth Of love make all 0f our t0 be more valuable ， r[联系方式已脱敏] LmkingforwardtoyourkindreplY• BestRegards. Y 佣 X 双 0 ，

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第七章促单案例 208 促单回复话术： 这个时候要逼单就要出方案， 平时是帮助客户， 这次也是帮助客户， 帮助客户赚钱， Dear Xxx ， [公司已脱敏] held a meeting ofour potential customers, sure you are one 0f them. As a professionaland apply some favorablepolicyforyou,andourcompanywouldalsolovetosupportmeinthisorder: You pay 引 deposit 加 us rst tO confirm the d in advance, 山[公司已脱敏] would love to 0 腋 r you the 'interests• if YOu place theorder then. l. One m the depcsit. we w 佣尾 give you 5 ％ interest, that means $ x * L05 = $ xx ℃ 2 ． Two monü•s “ the deposit ， we would give you 7 ％ interest ， that means $ x " L07 = $ x 3 ， Three m 山 $ 血 “ the deposit. we would give you 10 ％ interest, that means $ L07 = $ x Sure ， you have the r[联系方式已脱敏] t0 revise the order details 可 cancel the d if you cancel the order we would retum 3()96 tO you without interest ， that means hOW much you pay 贈 then hOW much we will return tO you. (OnlY you place the 0 then you can enjoy the "interest", 司 share your best understanding onit). youcantrytoreadthepolicycarefullysothatyoucandoubleconfim,aha. LookingforwardtoyourkindreplY• Best Regards. YoursXxx 案例 209 促单@ 问题： 做外贸过程当中我们经常会遇到给一些客户怎么跟进客户都不回的情况所以接下来的将给大家连续 6 封让客户看了不得不回的邮件， 希望大家通过这些邮件去悟出外贸很多时候不一定仅仅是外贸这么简单， 一定要相亻外贸以外， 才是真正的外贸 （今天第一封） 当我们跟客户砍价多次来回后： 1. 客户依然愿意跟我们聊 2 ～ 但客户就是还差一点不下单磋不多就是需要点东西来压倒客户心里最后 ． 根稻草） 怎么办？ 1 0 ，

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第七章促单回复话术： DearXxx ， Wish goes Time flies, it has been XX (die) since our previous communication ， today I didn't know why read all of our e 巧 communicationrecord: 1 ， lhavetoapologizeformy'morallyhijacked"'wordsthoughljustwouldlovetooffermyhelp. 2,InthepastyearIalsogrewverymuch,[编号已脱敏] l)b•sinessisnotonlysellingandbuyingorsellerandbuyer. 2)Businessisn0tonlyproductandservice 3)BusinessisnotonlyonetimetrYingorfailure. the main purpose Of my [联系方式已脱敏] trying tO recOnnect tO YO it is about business but 佣 IY business ， 1 really hope you could take me as your friend who is professional in the Fabric products, pl 跹 also tn1St the help ,which I could offer is not 0 司 y products but al some 1 产 bu 曲 “ s help ： 1. Fact«y [联系方式已脱敏] before you[公司已脱敏] who could meet yourrequirement t 2 · 所 u 冚 [联系方式已脱敏] 黿 you place the order t0 others t0 confirm the production quality. 3 ， Product [联系方式已脱敏] production t0 make sure you won't order the wrong pmducts with wrong 4,XXXXXanYthingyoucanname,surelwilldomybest AII ， 0 is on friends whO haveneedsin ourproducts YOu remembermeorrecommendthemtome. whenyouhavefurtherneedsoryour dont take 山 [联系方式已脱敏] an d pushing [联系方式已脱敏] only helping [联系方式已脱敏] BestRegards, YoursXn 0 ，

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第七章促单案例 210 促单@ 问题： 美国军用电缆生商， 15 某公司业务员带走， 16 某公司， 见到了就让我们去找其他的产品 ． [姓名已脱敏]经理[姓名已脱敏]， 某公司生产的货 ． 回复思路： 利用反转型逆向思维写一封让客户不得不回的邮件 1 、 利用反转型逆向思维跳出原来的框架去寻找撬点撬动客户 2 ． 站在客户的角度以帮助客户的角度出发 （大忌： 不要老想着自己想要什么） 3 、 高情商话术回复话术 ． DearXxx, wishyouhaveanicedayandeverythinggoeswell. Time flies, it has 衄 around/more than 2 Y 巧 since 0 previous communication ofourproducts X ， [公司已脱敏], kind face 0 me the feeling like a distant brother. Inthepast2years,[编号已脱敏],ourcompany changedalotbecauseof you(maybeyouwouldneverknowhowimportantaffecttoourcompany sincere we lßt YOu), as YOu abandoned us with reaons, I always kept seeking the reasons ， now we hadhugeimprovementsinthe ： ] Employee Training, [公司已脱敏] held a General nf t0 rateo pr （ ess ， I myoldfriend, alloftheseshouldbebecauseofyou,lreallyhopelhavethechancetoofferthemtoyou. still remember the girl wh0 visited you in 2016 ？ L00kingforwardtoyourkindreplY. Best Regards. Yours Xxx 0 ，

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第七章促单案例 211 促单 0 问题： 客人合作过了三次， 二月份做过一份报价， 但是客人后来跟我说因为健身房没有开业 ． 导致他现在的仓库合， 括仓库， 运输途中的和在别的同行做[内部角色已脱敏]共有个柜子， 所以客人明确说了这个订单要生后延期， 但是没有给具体的日期 ． 上周再联系客人的时候， 客人说健身房关了 14 个月最近才开业， 向客推荐产品的时院客人一直没有回复 ． 回复话术： DearXxx, Wish you have a nice day and everything goes well. ] am 0 了 $ 0r0 but ] forgot t0 say congratulations tO the re-open 0f the gyms ， means YO country made very good e 什 in the Covid-19 control t0 make sure all the life will recover 510w1y by 510w ] y ， I d0 believe we will defeat the Coronavirus finally under the eff from all over the world and win this human war I have been in this fitness business with more than 5 years, 引 ow 缠 [ found this is not only a business we can say this is more than a business, in front Of the Coronavirus, our OPle should realize that fitness would help us t0 increase the immunity ， now the whole w 尾 needs more exercise, more fitness ， 丨 found more and more meaning in this business ， I think I am doing the contribution t0 this extensive mass fitness pronms, I am, YOu 豇 they are l. 丨 am a 0 focus on fitness very much, if don't mind, would you please 《山豇 ] can al feel it from 140m miles away. (You will find ours in the attachment). L00king forward t0 your kind reply. Best Regards, Youn Xxx 0 ，

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第七章促单案例 212 促单@ 问题： 多次跟进客户但最后客户说要考虑一下， 需要点时间， 然后一直跟进客户都不回复怎么办？ 回复话术： Dear Xxx ， ThankyouverymuchforyourkindreplY. I can totally understanding your concerns, even 1 am 1 00 miles away ] could still 厩 [ your busy ， whatisinmymindis: Acontemporarygentlemaninaformalsuitwh0issittingintheofficewith 閬 n 一叩 moving fin 佣 the keyboard, the keyboard ti sound make the deep n[联系方式已脱敏] so alon 巳 Yourwordsreallymoved ， mustleamfrom Now don•t take me as your supplier, pl just take as a friend with professional product k 閬 wl and experience, I can “ you the l.yourlistenerinyourrushbusy. 2 ． Yourproduct consultant when you meet theproduct issues(sometimes maybe it would be a little difficult Y ， but it would probably very easy me). I really ho you don•t mind, d0 business is always not only business. l-ookingforwardtoyourkindreply. Best Regards, Yours Xxx 案例 213 促单问題： 俄罗斯客人， 已经谈的差不多了， 然后客人问能不能印 L 。 什么的， 我们说可以提供， 最后报价的时候就把印的版费报给他了， 客人就觉得欺骗了他， 因为开始没有说要收版费， 只和客人说可以提供印 L 。 的包装， 然后客人就不回复了 ． 0 ，

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第七意促单 Dear Xxx, Wish have a nice day and evaything well. T0dayonecustomerfrom came tomyfactory a visiting ， he praised my English g Atthatmomentthefirst onelthoughtdwasyou 、 № 1 山 k our communication record r ully and see if it was my poor English which caused your the 0 customizedcost. Would you please refer t0 the attachment for our communication record ： Y a ： canyoumakecustomizedlogo? ] said ： Yes,wecan. Y word mademe · 5 minutes inmy office ， as I never lied ， I am a smallbusinessgirlwhowouldloveto offeryouhelpandservice. LookingforwardtoyourkindreplY• æstRegards, Yours Xxx 案例 214 促单@ 问题： 三年前有一个非常大的客户来我们工 0 某公司因为达不到客户的要求所以当时没有接待客户， 现在完全能够满足客户的要求了想甫新联系客户， 如果写一封邮件给客户？ Dear Wish YOu have a nice day and everything S well. Time flies, it has been more than 3 yearS after our 1 t communication about the XXX tOOl. Inthepast3years,[编号已脱敏] 0 ，

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第七章促单 PI allow me say that my would love to forward late a 凶 t0 Y0t1, because he [联系方式已脱敏] your help in 2016 ， actually he didn ， t want tO [联系方式已脱敏] ¥ 了 much, but we didnt have the ou t hno 忆 tO meet your requirements ， SO lgnorance[公司已脱敏] invested a (much more than imagination) in improving our lv 凸， [公司已脱敏] meeting (h[联系方式已脱敏] level meeting), just because Y 佣[公司已脱敏] had a totally different development. (Maybe you didn't know, but 讥 ha 佴》 ） ． Sothepurposeofmy [联系方式已脱敏] 1. TO' to reconnectyou and forward the •thanks" t0YOLL 2 ． We al would love to 呵 tO build the cooperation with YOu again, b au think we åould have the ability t0 meet your requirements totally lfyou read this [联系方式已脱敏] t0 get back t0 (one day when Y0u come t0 China again ， my 汶 would very love tO meet you once more tO show you Our difference in the past 3 y 0 ） ． L00kingforwardtoyourkindreply. BestRegards, YoursXxx 案例 215 促单问题我们有个老客户， 正在谈一个 200 万的订单 ． 价格和设计稿都确认了， 他上上个月就说已经和超市签订了合同 ． 现在说等超市下单给他， 他说估计下个月， 然后我们又想他能不能给 5 ％ 定金之类我们好提前采购原料包材， 因为他数量比较大， 供应商一般也不会备那么多库存的 ． 我们肯定是想做好服务 ． 到时可以给客户快速出货的 ． 如何写邮件让客户先付点定金下单给我们？ 回复话术： Dear Xxx, Wish youhave a nice dayand everything well. Sure 1 can totally understand that YOu may need some time arOund one month tO wait 山 e Supermarket place the ic order t0 you, anyway your professional and responsible 翩 my job is t0 offer more favorable policies[公司已脱敏][公司已脱敏] would love tO the № ti S ： 0 ，

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第七童促单 1. ln d t0 make sure we have enough time t0 face some unpredictable situation (sure normally it doesn't have), would you please 时 tO confirm if YOu could paY us 5 ％ deposit first SO that we can try tO prepare the production for you 巧 t. 2 ． Sure we would ] 0 t0 offer you h[联系方式已脱敏] profits than bank for your 5 ％ discount, we would take your 5 deposit as 6 ％ when you place the official order next month. 3.IreallYhopeyoudon'tmindthisbutIhavetowriteitt00; lfthisorderwerecanceledafterone mon 山， [公司已脱敏] would return you this 5 ‰ deposit immediately without any conditions. With this way we would have enough time t0 make everything exactly according t0 our contract without a rush and huny situation ， [公司已脱敏] would feedback YOu more in the future when you probably need frorn 贈 L00king t0 kind 呷 & R 盯 ds ， Yours Xxx 案例 216 收货后不回复问题： 客户收到货后不回怎么办？ 韩国客户 ． 展会上遇到的 ． 订购了一次货物， 他比较了解中国市场， 他采购的东西有我们自己的产品， 也有周边产品 ． 这次一次性从我们这里都采购了 ． 当时对我们的产品油封材料提出了要求， 这种油封国内没有， 需要重新开磨具 ． 后来还是用的我们原来自己的油封 ． 但是等货物发了以后， 客户再没有从我们这里采购了 ． 我在想， 他的这个要求， 如果我达不到， 某公司还好， 某公司也好， 都是做不到的 · 他反正迟早从中国买东西， 买不到他想要的这个油封的材料的产品 ． 后期跟踪不回复 · 回复思路： 当发生这种客户收到货后不回的情况我们一定要先想办法利用 “ 帮助客户的思维 ' 出发套出客户不回的主要原因， 这样我们才有可能根据客户的回复来破冰 （客户的回复一定是带着原因过来的） ． 一绿色[联系方式已脱敏] ． 回复话术： 所以现在最主要的任务是首先要找出客户不回的原因： Dear Xxx, Wish you have a nice New Year H01iday and everything goes well. Thanks again for your kind d last time about x 》 xxx, xxx products. 0 ，

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第七章促单 Time flies, it № 5 been sometime since the la d 豇， especiallywithout your reply and feedback totally. I do weshouldhavesomethingthatneeds tO ， I need your help now. would YOu pl me tO find the reasons? PI frank tome, YOu shOuld the best one whO can tell me where orwhat I 尾 improve. Otl 旧诵， I would have h guilt I didn't offer enough help t0 you. yourhelptomakemyheartreleasedwouldbeh[联系方式已脱敏] BestRegards, Y Xxx 案例 217 客户犹豫问题： 当与客户确认完所有细节后客户说要等一下怎么办？ 回复话术： Dear Xxx. Thank you very much YO 豇 kind patience in confirming all the order details ， which is really helpful forustoreachthecmperation. № w we have already confirmed 山 e ： 1. XXX PCS 0f our Xxx Product with Xxx xxx specifications. 2 ， Unit price: $ 凶 （如果有多个型号就 forxxxmodel,$xxx/pcforxxxmodel 3 ． Shipping ： $xxt0talforshippingbySea()E 如） 4 ． Delivery time: xxxdaysafterweconfimtheorder. 5 ， 如） Sure if still have any concems, pl 皿殴 share them with me that I can my help with my professional product knowl and e № ． If you dont mind, 1 can draft a PI with order details Y 了 reference 匐 that you w 尾 have more conf[编号已脱敏] in the d P ] 飞 ru are 0 n t0 advice that w 尾 help us t0 confirm the order if have, aha. A girl is YOur BestRegards, Y 佣 0 Xxx 0 ，

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第七意促单案例 218 开模后促单问题： 客户开模后一直没有下单怎么办？ 回复思路： 大概的话术这样子出， 将一将他 ． 回复话术： Dear X ， Wish you have a nice day and eveMhing goes well. IamverysorwtoheartheCoronavirusOutbreak country, it has risen tO xxx confirmed cases ， anyway [ 面 believe the 曲 r k will soon under efforts fromthewholeworld. Sure ifyou had orotherVirus 山 e r government, the situation here in China is getting much better ， it would much easier 朊加 buy them now. About the mould ofXxxProduct. I am very sorry but maybe delayed the order again. Anyway, 山 e are ify I this tO them()e are being in the discussing period), “ a professional and responsible I ， I believe I should inform you first, anyway it has been 0 皿 d 2 Y “ the mould. I would to 1 it that lcanearnsomeprofitstocoverthecostofthemould. Sure ， we are 0 n tO suggestion would help the mould. L00king fotward tO your kind reply. Best Regards. Yours Xxx 0 ，

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第七章促单案例 219 情商沟通问氍跟客户突然不知道聊什么后怎么办？ 回复思路： 这种情况下只有从基础跟进客户方式下先对之前沟通内容[内部角色已脱敏]结后再想办法引导客户进人正轨， 现在这个客户[内部角色已脱敏]结然后再引导客户 ． 回复话术： Dear Xxx. Wish you and everything goes well. ln the*2 2 days I reviewed our communication record, I do believe I must have something that need tO improve, your lp topushme in the improvements, anyway first [ would need t0 make a summary our cornmunication record ： 1. Xxx Product 而 is $ with specification of XXXXXXXXX. 2 ， Xxx Product, i is $XXX/PC with specification of XXXXXXXXX. 3 ， Xxx Product. 而 is $ 凶 with specification of XXXXXXXXX. XXXXXXXXX.XXXXXX potential business partners, d0 believe we should 呵 to help and support each other $ 0 that we can 町 owt 咪 h “ and fur t 佣 h 旺 I believe you maybe need my help in the order details, also need your help, our purpose is the Peoplearealways ： wecherishmorewhen weexperiencemore. l.ookingfonvardtoyourkindreply. BestRegards, YoursXxx 案例 220 问价不回复问题： 长时间保持联系但是一直没能成功合作》 现在想如何再次与客户展开沟通看有没有机会合作？ 我有个客人联系了 5 年也去拜访过但是一直没做起来要询价也没有但是他们确实很大我想发一封深情邮件过去你觉得怎么与比较能感动客人？ 0 ，

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第七章促单回复思路： 像这种长时间保持联系的客户肯定是对我们产品的口的， 这个时候需要我们花时间及精力在这个客户身上找出突破点 （[联系方式已脱敏] ， 只要能找到突破口就能够撬动客户 ． 回复话术： Dear Xxx, Wish you have a nice day and evetything goes well. Time flies, it has been 5 years that we have known each 0 山 “ ， do believe this must arranged by G()i ， and also d0 believe we should have[公司已脱敏] ， we al had some communications. anyways I think we should make something happen. AS 氬 professional and responsible sales, I have t0 write this [联系方式已脱敏] a businessman [ visited Y website/shop and most 0f your products are our main products t00, like the one 依 t in the list form 血 the attachment. Would you please share me chance to offer you the service and quotation? lfyes, would you confirm: 1. Which model you need recentlY(Name me the model № or send me pictures back) 2 ． HOW many pieces YOu are going tO purchase? 3 ． XXXXXXXXXXYXX 如果有其它问题需要用来确认报价的就列出来， As long Y0u confirm the details above ， then 1 will send you the quotation immediately your reference. （ d0 believe both of us would love t0 make our relationship t0 more valuable. r[联系方式已脱敏] Last but not least ： ifyouthinkitisstillnotthebesttimeforus ， pleasedotrustlwillbeyourbestand royal back up in our XXX products. L00king kind reply. Best Regards, Yours Xxx 0 ，

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第七章促单案例 221 卡在运费环节客户不回复了问题： 什么都答应客户后而且也给客户提供了非常完善及细致的服务， 客户不回怎么办？ [角色已脱敏]， 我们有个新客户对我们的产品价格是暂时是接受的， 也确认了很多产品的定制细节客户是海运新手， 之前想让我们安排发货的， 现在客户卡在运费上面， 一个是 40 尺大柜我们报价 $ 70 開多， 某公司询价， 只要 $ 42m 多， 某公司自提 ． 我们跟客户表示， 一般客户自己找的专线货代的价格确实会比我们的价格便宜， 因为我们的货代是合作了比较久的货代， 通用各国燃后客户说运费他也只是问价而已， 没有其他意思， 如果价格无法被接受， 所有的问题都没有意义 （他和他的伙伴互相在找供应商要报价， 然后需要一起商讨要跟哪家合乍货物也是要的比较急的） 后面给客户发了新询价的产品报价， 客户没有答复， 然后隔天又跟客户说了下如何解决物流以便推进他下单的问题， 我们建议他使用自己的货代， 并告知到时候我们会帮他处理国内全部发货事务进口清关等资料， 然后出货和进口的相关事项可以跟货代直接确认， 到时请个清关代理可以帮他搞定很多事情， 很省心省力的， 费用也是让客户自己去跟货代结款， 某公司收税， 不划算 ． 客户现在不笞复我了， 应该怎么破冰让客户回复呢？ 回复思路： 遇到这种情况要撬动客户只需要利用 ． 帮助客户的思维 · 出发就很容易得到客户的回复 ． 回复话术： Dear Xxx, Wish nice everything well. Thank you very much your kind patience, which was helpful t0 confim the order details. NOW as you mentioned, if you confirmed tO YOur forwarder. we would y 1 help I.XXXXXXXXXXXXXXXX would Y0u please confirm if there are any other things that we miss YOu need № 佣 our side, pl share them with us that we could double 丽 and f[联系方式已脱敏] out how t0 help you L00kingforwardtoyourkindreply. Best Regards, Yours Xxx 0 ，

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第七章促单案例 222 客户随意下单不含运蠆问题： 最近老是碰到印度客户直接信保下单一个产品， 不包含运费， 这种我应该怎么办？ 加上运费 ． 订单直接被关运费自己吸收， 客户也不回复， 另外也尝试过和客户说明运费需要买方支付， 同样是没有得到回复 · 回复话术： Dear Xxx, Thankyou d through 某平台 Asperyourorder1knowthatyouaregoingtopurchasexxxpcsofourXxxPrÜct Thedetailsoftheproductis ： xxxxxx （把产品细节列一下） NOW we are just one step 什 cooperation we just need t0 confirm i i c t （一般来说只是需要确认运费） then we can confirm the order.lhe 如叩亟 “ 山 $ the cost including shipping is: $ xx + $ = $ ． I revised the order details through 某平台, 司 “ 跹 to the link of the update order and confirm everythingisokay,theupdatelinkoftheorderis ： 更改的信保链接， As long as we receive YOur payment and we will arrange the delivery in xxx days and “ the TrackingNumber. Thank you very much again 朊 YO d looking forward YOur kind r 印 IY 、 Best Regards, Yours Xxx 212 0 ，

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第七章促单案例 223 客户傾向于老供应商问题： 昨天收到一个挺有意向的问塑料标价条的询盘， 询价数量 1 万和 2 万， 按五部曲给他报了价格运费交期 ． 加了 [联系方式已脱敏] 了之后他说他之前在广州一家合作了很多年供应商那边己经买了 2 万 5 千个， 但不确定她有没有发货 · 那个供应商一个月前说她家庭出了些问题后客户就联系不到她了 ． 我和客户说我帮你打个[联系方式已脱敏] 接通了之后那个供应商说周一再帮客户看下有没有发货出去 ． 今天跟进客户， 她也给客户发消息了周一再查 ． 这个客户还是傾向于问她买的， 但要跟进她的发货情况再决定是再买 1 万条还是 3 万 5 千条 ． 我怎么说能让他可能从我这买一些呢？ 回复思路： 当出现这种情况我们一定要先帮助客户解决问题， 然后再想办法从小单开始撬动客户， 不要想着一下子把所有订单抢过来， 当客户出现这种情况心烦意乱的， 需要人家帮助； 还有这种情况也是我们撬动客户的最佳时机， 但我们不能一下子吃得太大， 有了帮助后客户不给我们下个单都不好意思， 但是下得太多客户也很担心， 所以最好的方案是先从小单开始， 这样客户的可接受程度就会大大的增加 ． 回复话术： 这个时候很明显是他的供应商出了问题， 这个问题就是我们出招的关键所在 ． Dear X ， Thank you very much your kind reply. I am very glad t0 $ that under help YOu succeeded in contacting Y0ur 01d supplier ， anyway [ have tO say as a businessman weshould have the "Plan B Supplier", otherwise you will meet the "miss contact• like this time, if are in urgent then this kind of "miss contact• will bring huge 1 t, What•s more, we already spend much time in this order I do believe b0th 0f us would love t0 makeallofourefforttobemorevaluable ， I w 尾 love your 叩 | B Supplier" tO start the first cooperation. For example are go t0 place 10 ， （ 〕 s this time, YOu can place 70 № cs tO your 0 尾 supplier and you only have tO place only 3 ， s t0 and I promise tO Offer the same price $xxx for 3,000pcs then you don't tO pay a cost YOu get the the goods 什 2 suppliers and compare. I would 1 e you help with my professional product knowledge and experience,anyway 《 need yourhelpinthefurther r IY 、 La 永 i fomard t0 your kind reply. Best Regards, 213 0 ，

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第七章促单案例 224 报价多次， 还是不下单问题： 客户多次要了很多信息及报价后但一直不下单怎么办？ 回复思路： 这个时候我们一定要就客户之前[内部角色已脱敏][内部角色已脱敏]结给到客户一点无形的道德上的压力才有可能比较好的撬动客户在订单上做一个促进或成交， 回复话术： 如果真的提供了客户所需要的信息， 这个时候需要给客户一点道德上的压力， 这个时候要给客户[内部角色已脱敏]结并引导客户 （当然啦客户想了解得很清楚也是可以理解的， 要努力配合） ： Dear X ， Wish you have a and everything well. Thank you much for your kind patience in confirming all the order details about our Xxx Products and some technical problems, your patience is really helpful. Here I would love t0 d0 a brief summary 0f 0 盯 communication points ： I.XXXXXXXXX 2„XXXXXXXXX 3.XXXXXXXXX 主要列出来客户想要的东西还有我们在这些点上给到客户的帮助及努力 （给客户一点道德上的压力） · № w we are getting closer and closer tO cooperation, now I am totally ready tO Offer you the help with my professional product knowledge and experience, anyway [ need Y0ur help in the reply 0fY0 盯 further information like your purchase plan or others, please d0 trust as business partner we should t0 help each other t0 conquer the difficulties that we can make the project happen We are 0 n tO any advise would help us t0 move the order forward. L00king forward t0 kind reply. Best Regards ， Yours Xxx 214 0 ，

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第七章促单案例 225 客户说给别人下单问题： 当客户说给别人下单后 （特别是将要给别人下单后） 怎么办？ 我这里有一个客户， 之前向我们询一个产品， 图纸报价 P 嘟给他做了， 到了最后的付款阶段没有消息了， 然后我就是不是问他一下， 他觉得我逼他太紧不太开心说他项目没下来， 然后我那两天就没再问他了， 过了两天他主动跟我说他在别家买了， 某公司太远， 我就表示可以提供包邮和技术人员， 他说以后有需求联系我， 到现在也没有消息 ． 回复思路： 叫客户多选择一家， 将订单分开下 ． 我们只需要 3 成， 给客户同样的价格， 并免费送到深圳， 这样客户在不增加成本的情况下可以有两家质量做对比以便做出更好的决定 ． 回复话术： Dear Xxx, 即 k very for kind reply. Sure 1 can undeßtand your decision ， anyway as a professional and responsible sales, I 嘶佣 Y advise YoucantrYtoplace30-50%oftheordertous, wewillgiveyouthesamepriceonly$xxx/pc, andwe willshiptoyoursupplier[联系方式已脱敏] thatmeansyoudonthavetopayonecentmorebutyou have 2 suppliers quality tO compare SO that YOu can make a better decision in YO next d ． (Sure 证 youstilldec[编号已脱敏] ， lwillonlyhavethe[编号已脱敏] ： we should improve us more in our prOductS and services ） Please do trust we are the supplier who would tO 0 什 help tO our customers but not only business. Your reply on the confirmation would be h[联系方式已脱敏] appreciated Best Regards ， Yours Xxx 案例 226 [角色已脱敏]》 我们想推进订单问题： 做外贸过程当中我们经[角色已脱敏]， [角色已脱敏]， 那么这个时候我们要如何想办法推进订 6 月份老客户让我给他备货 10w 説 7 月 10 号出的， 但是 10 号之后， 以过年来的涨价或者是各种小矛盾为难我， 到了上个月底终于说出实话： 上批货物还在港口， 说本月会下单 ． 现在 3 号了， [角色已脱敏] 2 甩也迟迟没有提下单的事情 ． 一个月下 215 0 ，

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第七促单来各种话术都用光了， 怎么办好呢？ 回复话术： Dear XM, ThankyouverymuchforyourkindreplY. Sure it would have affection in the off-[社媒账号已脱敏] China, a of 刁 i shops shut 0ff during the Coronavirus, anyway there is one thing d “ el vety well, that is on—[社媒账号已脱敏]. Th 卜 would 跹 us the s[联系方式已脱敏] that we should t0 pay more attention tO develop on-[社媒账号已脱敏] № g ， ()n past one year ， 某平台 developing speed is much more than the p 化 ¥ i0 v al Y 巧 during the Coronavirus). would you pl 跹呵 tO inquire [联系方式已脱敏] the professional in on—[社媒账号已脱敏] that you can tO f[联系方式已脱敏] out a better solution tO support more in your business. As the businessman in the new age, this a ， falling behind № dumped. Sure if you have some better ideas ple& share with me that we could have deeper discussion tO help each r more, please trust I would v ， love to this. Looking forward your kind reply. Best Regards, Yours Xxx. 案例 227 老客户促单问题： 客户首单出货以后想询问下情况， 以及后续返单意向， 请问这个邮件怎么写比较好？ 利用关心客户去撬动客户订单 （大忌是只问人家有没有新的订单） · 当客户收到我们的货后， 我们要做如何跟进才能更好地撬动下次的罘购合作？ 回复话术； Dear Xxx, wishyouhaveanicedayandeverythinggæswell. 216 0 ，

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第七章促单 lt has been xx 则 · 间） sinceyoureceivedourorderofXxxProduct, ldobelieveourgoodsshouldbeon If possible and you dont mind, would you please share me some pictures 0f the goods so that I could feel my gc 5 什 om xxx miles ， it is a kind Of amazing feeling. lfyour answer t0 is •not possible• tO take me the picture ， it must your business is very good that allofthemweresold,aha. Sure ifyou had any help from side please must share them with me SO that I can offer you the help with professional knowl and experience ， please d0 trust we are not only one time business 瑟 ll ， 1 business is the target for bOth us. Lookingforwardtoyourkind reply. Best Regards, Yours Xxx 案例 228 样品测试后问题： 我这边有个秘鲁客户@ 6 月 2 号的询盘说要一个柜的， 交期比较急 15 天， 我们这边确认了 15 天可以交货， 价格也谈好了， 客户也问我们要了银行账户， 第一二天拿了样品， 客户也说样品到了就会间他的客户要这个订单， 样品是 12 号到的， 我的客户对样品的反馈是满意的 ． 但是最近秘鲁在选举， 客户说他的客户可能要等到选举结束后再有反馈， 我的客户没有决定权， 这样子我应该怎么才能早点拿到他的订单？ 回复话术： Dear Xxx. Thankyouverymuch foryourkindreply. Sure I can totally understand your and your customefs concerns tO waiting for the voting. about the competition between Pedro Castillo and Keiko Fujimori, as fiom the news that Pedro CastillO tO have a better advantage in the voting, if you don't mind ,wOuld YOu please share me that whO did YOu vote? whO dO YOu would like them tO win? Anyway I 面 believe no matter hO w[联系方式已脱敏] competition ， they would bring a new development chance tO YOur country ， now the whole world is covered by Coronavirus, each countrY needs tO e a better president bring us out and walk tO be a № ttel ． side, r[联系方式已脱敏] 217 0 ，

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第七章促单 Looking forward tO your kind reply. Best Regards ， Yours X.xx 案例 229 无认证问题： 某公司证书时， 很多时候我们是没有怎么回复比较好又不会让客户失望， 我们有大品牌合作的经历， 这个可以当点资源， 回复话术： Dear X ， ThankyouverymuchforyourkindreplY. 1 pastseveralyears,ourcompanypa[编号已脱敏] and ra betterto meet thefast in themarket, this helped us to have ： 1. At least XXX patents in our products. 2 ． At least XXX certificates in our products. 3 ， At least XXX b[联系方式已脱敏] PI refer tO the attachment picture 0f them that YOu can double confirm. （如果没有专利就 P 一点中文的专利证书出来， 如果没有产品认证就 P 几个出来 ). Sure in the following years ， [公司已脱敏] qualification 血 ] SO 01, LFGB, and on. A the fact0D' certification at present. anyway I 面 believe underthe more and more SUPP01t 什佣》 [公司已脱敏] would create a very t future at this a ， YO help and support w 闐尾 be memorized in our cornpany history forever, thank YOu much. I really hope this would not the 沅 m t0 stop our business. Looking t0 kind r Best Regards, Yours Xxx 0 ，

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第七章促单案例 230 客户聊定单以外的话题问题： 有个老外也是老客户 ． 他呢想聊骚， 你帮我编一段英姬让我回过去 ． 让他断了念头， 要么好好做生意， 要么再也不聊了 ． 回复思路： 这个时候可以这样回复客户以 ． 暗娇 ” 撬动客户， 让客户不给你下个单都对不住你的感觉： 回复话术： DearXxx ， Thank you very much for your kind sweet w 螫 which made me spoiled very much, anyway at this moment I could f 1 enough happy tO enj0Y this ， life is very difficult, especially in this Coronavirus penod. Now your support in the order would the wamest •words" and comfort to myheart,sureyour trust and support would be feedback with my professional and responsible services, with my qualified products. am just a little girl who couldn't have the enough experience t0 face your sweet words now, I really hopeyou don't mind. Anyway I would love t0 be your best assistant in your business t0 make you relax in YOur business, 5 豇 e whenyouneedmy 0therhelpinyourbusinessinChina,Iwouldvewlovetosharemyhelp,like ： factory [联系方式已脱敏] ， product [联系方式已脱敏] or something you can name. I hope verymuch. L00king forward tO your kind reply. Best Regards, Yours Xxx 0 ，

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第七章促单案例 231 追回老客户问题： 我有个之前合作过 2 次的客户， 问他后面为什么不下单 · 客户找到另一个供应商价格更低的， 觉得我骗了他 ． 要怎么催他回来在我这边下单呢？ 回复话术： DearXxx ， lhankyouverymuchforyourkindreply. Sur a busi1Bs needs more communications, d0 you believe if you keep searching,you can still find some “ cheaper 山 your current supplier, can you say that your current supplier cheat you tw? As a ll business girl. maybe I d0 ow too much b[联系方式已脱敏] but sure [ know the best business always 1 one with ] ow prices which brings always b[联系方式已脱敏] profits ， most of the time it would i 1 L PI trust w prices are always with reasons. you can $ the most 岫 le business is always the reasonable one with reasonable profits, as business p 加 “ we ld also 加 support each other t0 grow together with reasonable profits, r[联系方式已脱敏] You and support in the business, sure one day when Y0u need the help from us we would 0 bb ' tO more, business is always not only business. am “ 0 山豇 ] ld these, but please share best understanding that I am not cheating Y ， “ p “ HOW 山 )ucanaskyourcurrentsuppliertosendmeasampletoourforwarder'swarehouse (our facttry dr 5 w 尾 make them h i ） ， 1 promise I will compare the samples in the fair way andfindouttherusonswithreport.(SureIwillpayallthecostneeded) Lookingfomardtoyourkindreply. BestRegards, Yours Xxx 0 ，

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第七章促单案例客户想合作又不接受涨价 0 謡段时阀老客户联系我说要下个刂啦量订单， 先是问我们库存情况， 因为其中一个小配件交胡要两个月、 鯴是我们刚好有库存 ． 接着又谈了价格， 今年价格比去年贵了 5 ％ ， 客户说不接受漲、 如鼕不漲价订单就是我的， 有点威胁的感觉 ． 我说 5 ％ 已经是最低的了， 后面客户又问我交我完之后客户今天又问我能不能就买其中几个有库存的零件， 我拒了 ． 在有点不知道怎么接茬， 客户应该是有个番用供应商， 我应该怎么打破现在的僵局呢？ 现在我琢磨不透客户迟疑的原因是价格还是交期、 还是我跟另一家供应商都有他需要的点， 他有点难取舍， 所以想把订单综合起来， 回复话 Thank much reply lam but 山 ab[联系方式已脱敏] in making the “ Ready № Ship• fOr the selling, 5 ％ increasing would a very reasonable increasing in cost. PleasedOtrust wewould not add the cost without ， each supplier has theadvantages and disadvantages, no one could beat all c 叩山 t0 just like Xiaomi has a 山 t 龃 in M0bile, but xrkets are very expensive; Xiaomi has advantages in TV, but its charger is “ expensive. If you would love t0 separate these orders for 山 e parts t0 different suppliers just because a litle price difference ， I dot think it is the smartest choice either ， we have t0 know sometimes time ， profession ， quality are al important. I really hope you could support in the 囿 al order regarding all the partS YOu required, thank you v 了 much 、 Sure if you can support us in the COSt, please dO believe we would return more in the future when YOu need help from us. Your understanding would be h[联系方式已脱敏] appreciated. BestRegards, Yours Xxx 0 ，

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第七章促单案例 233 客户说有订单， 却一直不肯下， 跟进已读不回问题： 我有个样品客户， 当时 5 月份主动找我说计划在 6 月购买更多 ． 但是客户一直到 6 月底都没下单， 我怕客户觉得我催他， 我就用话术去跟进了一次， 客户已读不回 ． 中途我就没有再跟进 ． 我现在应该就是如何委婉跟进客户， 是不是有什么特殊情况导致这个订单廷误了？ 当时客户也只是说计划购买更多， 没说具体数量 ． 回复话术： 己读不回也不是完全的坏事， 至少我们还有机会传递信息给到客户 ． 不要放弃任何一个跟进的机会， 主动出击， 不要等 ． 积极地去共创话题与客户热聊起来， 维系客情， 所有的话题都是要围绕着能让客户感兴趣或者找一些与客户相关的事情来切人， Dear Xxxx, Hope youare and the st. How time flies! TOday is 1 September ， I still remember thatwehad apromissory orderthat still hOld. thisis somethingthatalwaysstayinmymindinthepassedxxxdays. Sorry my late following, I think to disturb is kind 0f gentleness. but finally I Y feelthatthisisnotagoodwaytostartourstoryßolwritethis[联系方式已脱敏] communication with YOu. If you dont mind d kindly me hi in c0nc011 anything 山豇 help? Business always need more communication, I h0 our story d have more lk ， al as a gentleman. lsurelyknowyouarenottheonewhowould a little girl waiting in a silence w lnkingfotwardtoyourkindreply. Best Regards YoursXxx 0 ，

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第七章促单案例 234 客户降低数 0 ， 更新报价后已读不回问题： 做外贸过程当中大部分业务员都会遇到客户因为某些原因导致客户已读不回的情况， 我们在降龙十巴掌课程当中虽然讲过了跟进客户三步曲但是很多人还是不知道更好地去利用， 接下来将展示出至少 5 种三步曲升级版的话术给到大家让大家更容易随机应变去利用， 今天第一一封问题一句话概括： 给客户报了价之后不回， 之后情商跟进还是不回 ． 客户有意向要定制自己的花型在我们的人棉底布上， · 开始我说的定制要起订量 2 ） 码客户一一直没有反驳 ． 后来问我能不能 500 码， 我也同意了 · 后来又要 100 码每种花色， 给客户核了价格客户觉得太贵了， 后来又问我能不能先来个 50 码每[内部角色已脱敏]共要两种花色， 我说可以给他报价之后已读不回 ． 回复话术 Dear X ， Wishyouhaveanicedayandeve"thinggoeswell. Thankyouverymuchforyourkind which wasveryhelpfulforustoconfim theorderdetails ofour quotation differentquantity ： 1. For 2 y ， the best price I can “ is Sxxx total including shipping. 2 ． F IcanoffertoyouisSxxxtotalincludingshipping （对上次沟通内容[内部角色已脱敏]结） 3 ． For 1 the I 0 什 total including shipping. 4 ． For yards/des[联系方式已脱敏] (total IOO yards), the best i I can to you is Sxxx total including shipping As yourprofessional and responsible 10 ， every time YOu had the new requirements in the M00 山 I a dy to finally （ it ， itcostedmeat 1 镗[公司已脱敏] “ [ got them fOr Y 佣 〗 I really hO my effort in this d could elchange ap 0 ¥ in the order but and [联系方式已脱敏] （引导客户进人下一步） I am totallyready to offeryou mynexthelp with myprofessional t ， I ho t0 c 田仳 a successful businessman, you wont a girl 什 om XXX miles away down. （情商推进） Lookingforwardto Best Regards, YoursXxx 0 ，

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第七意促单案例 235 客户在搬办公室， 跟进已读不回问题： 做外贸过程当中大部分业务员都会遇到客户因为某些原因导致客户已读不回的情况， 我们在降龙十巴掌课程当中虽然讲过了跟进客户三步曲， 但是很多人还是不知道更好地去利用， 接下来将展示出至少 5 种三步曲升级版的话术给到大家让大家更容易随机应变去利用， 今天第二封 · 这个客户说自己在搬办公室， 他说他不需要交流， 两个星期快到了， 我应该如何跟进他呢？ 我价格和运费都已经报给他了长他说他的设计图在两星期内完成 ． 回复话术： Dear X ， Wish well. Time flies, it has been around 2 weeks “ our previous communication, as you mentioned that you were moving your Offi ， I believe your new Offi 虻 《尾 ready ， a new 0 而[公司已脱敏]. If mind ， would 5 re “ 5 ofyour new 0 that can also enj0Y the happiness with yourtogether 对上次沟通内容[内部角色已脱敏]结 Another thing you mentioned is that it would take you around 2 weeks tO finish the des[联系方式已脱敏] “ YOur professionalandresponsiblesales,lneedtoremindyouinit,themoreimportantthingisthat ： al have strong des[联系方式已脱敏] team whO can “ help if you need. Now we just one step 什 the cooperation ， we would 1 each other to walk 的 Steps, I 面 believe bothofuswouldlovetomakeallofourefforttobemorevaluableinthefinalstep. L00kingfomardtoyourkindreplY BestRegards, Yours Xxx 0 ，

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第七章促单案例 236 客户与我们推荐的货代直接沟通， 我们自己跟进已读不回问题： 做外贸过程当中大部分业务员都会遇到客户因为某些原因导致客户已读不回的情况， 我们在降龙十巴掌课程当中虽然讲过了跟进客户三步曲， 但是很多人还是不知道更好地去利用， 接下来将展示出至少 5 种三步曲升级版的话术给到大家让大家更容易随机应变去利用， 俄罗斯的客户， 19 年 1 月份在俄罗斯展会认识的， 做了 40 万左右的订单， 这个客户的规模还是挺大的， 因为客户哪边没有代理， 所以我当时推荐了另外一个俄罗斯客户的代理， 负责客户那边货物运输， 是客户自己跟货运联系的， 我不清楚他们之间是怎么沟通的， 结果走的是灰色清关， 客户没有得到所有的清关文件， 后来货代那边帮他解决了， 然后我这边跟进客户的时候， 询问他们模具生产的怎么样， 也给出模具保养建议， 某公司两个人的[联系方式已脱敏] [联系方式已脱敏] [联系方式已脱敏] 不知道现在情况怎么样了， 请问我后续应该怎么跟进？ 我以前试过打[联系方式已脱敏] 但是他们不会说英语， 让我不要打[联系方式已脱敏] 我只会说一点点俄语， 但是他们说太快， 我听不懂 ． 回复话术： Dear X ， Wishyouhaveaniceday andeverythinggoeswell. Time flies, it has “ 0 rX Pr ． am 了 but you totally disappeared since May 2019 ， I have to say are the only 0 时 r who keep coming intomymindinthepast2years,youneverwentoutofmymind. 对上次沟通内容[内部角色已脱敏]结 inthedelivery,anywayitwassolvedsoonafteroureffort.ldobelieve this 尾 not the main reason thatyouleft 1 ， is is stillaregetinmyheart,yourreplyontherealrea.wnwouldbevewhelpfulformetoputthisregret down.(othemiselwouldalwayshavethefeelinglike ： lamstillowingyou*nnething,sowouldyou pleasedomeafavorinit?) 引导客户进人下一步 Sureifyouhavesomeotherreasonspleasemustsharethem tome,iflcouldofferyouthehelpjust becauseyou didn•t tell me I didn't d[编号已脱敏], I wouldfeel v ， il 0 really donthopel didn't evenhavethechancetosaysorry) 情商推进 L00kingforwardtoyourkindreplY. Best Regards ， Y 阗 0 Xxx 0 ，

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第七章促单案例 237 原材料价格跌下来后更新产品报价后已读不回问题： 做外贸过程当中大部分业务员都会遇到客户因为某些原因导致客户已读不回的情况， 我们在降龙十巴掌课程当中虽然讲过了跟进客户三步曲， 但是很多人还是不知道更好地去利用， 接下来将展示出至少 5 种三步曲升级版的话术给到大家让大家更容易随机应变去利甩今天第四封 ． 印度客户情况： 五月份有沟通， 和我交流了很多产品 · 也确定了采购计划最后有一款产品当时原材料上涨， 我们的产品也就上涨但是客户不能接受随即取消了订单 ． 最近原材料下跌我又重新跟进了下然后客户也咨询了产品现在的价格 · 但是报价之后信息一直处于已读不回 ． 有没有什么话术可以针对一下让客户下单？ 回复话术： Dear Xxx, Wish you have a nice everything goes well. Timeflies,it has beenmore 3 “ ourfirstcommunicationaboutourXxx.ProductSince May. here ] would love 飞 0 make a brief summary ： 1. We con the product details on XkX( 日期） 2 We 伽 nfi 1 the quotation details on XXX 3 We sent you the sample quotation details xxxx 4.XXXXXXXX 5 ． xxxxxxxx 对上次沟通内容[内部角色已脱敏]结 SO w 尾 you ea confirm which are going t0 take finally that can move the order f “ 町 d ， 引导客户进人下一步 rqomatterhow,aspermysummary,wealreadyspentsomuchtimeinthispmjectdayandn[联系方式已脱敏] believe 山 0f us would love t0 make all 0f them t0 more valuable in ' final ， our 虱 d exchange m 。 re 情商推进 lookingforwardtoyourkindreply• BestRegards, Yours Xxx 0 ，

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第七章促单案例 238 P 臘好后， 客户说资金不够问题： 做外贸过程当中大部分业务员都会遇到客户因为某些原因导致客户己读不回的情况， 我们在降龙十巴掌课程当中虽然讲过了跟进客户三步曲， 但是很多人还是不知道更好地去利用， 接下来将展示出至少 5 种三步曲升级版的话术给到大家让大家更容易随机应变去利用， 今天第五封， 我们有好几个客户给他把 P ] 做好了， 细节也谈好了， 就是不付款， 后来情商跟进了， 最后终于回复了， 说目前资金不够， 请问这个情况要怎样跟客户沟通啊？ 回复思路： 当客户说资金不足的情况下一般出招是： 1, 开个会； 2 ． 适当减少一些订金； 3 、 也可以选择减少一些数量； 4 、 情商推进 · 看客户需要哪一种， 利用的刚刚好是这几天在分享的 “ 跟进客户客户三步曲 " [内部角色已脱敏]结， 引导， 推进 ． 回复话术 Dear Xxx, yourkind r 叩 Sure I can totally understand your concern ， as per the order details we confirmed ： 1. XXX $ of our Xx products with unit cost $XXX/PC 2 ． Total cost including xxx Sxxx with xx% deposit $ 对上次沟通内容[内部角色已脱敏]结： [公司已脱敏][公司已脱敏][公司已脱敏] would love t0 suPP0flYOU tO less deposit if had the difficulties in 山 e funds, as business partner we should try t0 help each other during our difficult time. 2 ． youcanalsotrytoadjustthequantityaccordingtoyouractual demandingsothatyoucanhaveless pressureinthefunds. 引导客户进人下一步 would you please confirm which one would better Y0t1 ， sure if you have something more advisable pl share it tO me that we ean help each Other № f[联系方式已脱敏] out a better solution. We already spent much time in this order, 1 do believe both of us would love t0 make all 0f effort tobemorevaluable. 情商推进 Looking fonvard tO your kind reply 、 Best Regards, Y 巧 Xxx 0 ，

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第七章促单案例 239 客户订单进度受阻问题： 客户厂房未完成， 雷雨天气无法施工所以没有办法及时付款 ． 客户发了厂房照片， 雷雨天气预报预计还要持续四周这周情况 ． 如果要催单 ． 有什么更好的更适合的话术吗？ 回复思路： 如果是还没有付订金的话这个时候可以算一下交期给客户绕道催单： 回复话术： DearXxx ， Thank much for kind Sure I can understand your concems, anyway as a professional and responsible sales, I would love to list a order plan 山 you can make a better schedule ： 1. you place the order this m佣山， the production would take around xxx days. 2 ． And the shipping by Sea would take (from departure 什[公司已脱敏] t0 arrival t0 your warehouse) around xxx days. 呶果本来是快递的就给客户多一个海运的选择让客户做选择题并帮助省钱） & That if the order this mon 山， you would the the 0f the beginning of 阴份） This would help us tO have total enough time in this order but not any delay t0 affect your plan ， otherwise w 尾 feel very guilty if goods affect your plan. SoIstronglyadvise ： ifyouwerenotinanervousfinancial, wouldyoupleasesupportmetofinishthis Your SUPP0rt would № feedback with our most perfect s ． LookingforwardtoyourkindreplY. Best Regards, Yours Xxx 0 ，

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第七章促单案例 240 客户的终端客户报价后没反馈问題： 客户是 6 月份的一个詢盘一最开始是橱柜的报价一报价过去之后， 客户说需要他的客户去确认价格之后才能进行后续的进展 ． 跟进客户时客户一直没有反馈终端客户的要求和需求 ． 客户知道我们是制造商后续发送了他们 3 个客户不同的细节让我进行报价 · 但是当我向他詢问终端客户的反馈时他都是回复终端客户并没有给他任何反馈 · 之前采用每日分享的道德绑架客户的话术一但是客户不为所动， 告诉我终端客户并没有任何的反馈， 他们也没有办法 ． 解决问题； 请问这类客户该如何去更好的撬动？ （客户会一直在线回复信息） · 回复话术： 这个时候一定要利用站在帮助客户角度出发去撬动客户； Dear X ， Wish have well. Sure 1 can totally understand this is the difficult situation that we meet together without the feedback from customer, 1 do believe now we are in the same boat now, b0 山 0f us have the responsibility t0 help customer tO finalize the d 1 you u 尾 share the process (how is i with our customer, or could tell me what is the most concern with our customer that we could work together tO make it happen. ldobelieve: morecommunication would help t0 make the order easier and fast. (Pleased0trustI 5 冚 d have something that you pmbably need m ， 山 e same t0 us,let's work together tO serve better our 如 m ． Looking your kind reply. Best Regards, Y 佣 X 案例 241 ： 促单 - 客户要我帮他买产品问题： 我有一个美国客户， 要的是烧烤工具， 并且要的工具也帮忙找了不少时间才找到》 也算了共患难了一回， 然后也拿了两次样品， 我本以为都要稳了 ． 然后他来砍介也用话术婉拒了， 结果他又拿出 1 8 ， 让我帮他看看能不能便宜点， 我没有明显的表达出帮他在 1688 再去找找， 然后不怎么回应我了， 不管我说什么他都说 Will u know. 我感觉有点渐行渐远的感觉， 不能拿捏他的感觉 ． 有什么好办法吗？ 0 ，

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第七章促单回复思路： 利用话术去说服客户， 不提 1 8 ， 以免到时候骑虎难下， 被带节奏 ． 回复话术： DearXxx, vqishyouagooddayandevemhinggoeswell. Since we have worked together the XXX product in the passed days.As your professional sales ， we surelyknowwhat•stheproductyouaresearchingfor. We 阉 y know the is impoflant point in the business, so please d0 trust we tried our best to meet your requirement, we know the suppliets market very well and had compared rnany suppliers t0 find the proper product but not the cheapest ． Because we know a proper product is more important than the cheapest 皿 e ， 山 is is the key point that we can support tO a long term business relationship As we Ow 5 ble supplier and business partner is a treasure 山 side. H all our 5 佣山 is case will have the st valuable tO our cooperation. k you your kindly undemtanding BestRegards. Your Xxx 案例 242 纠结价格和付款方式问氍谈了很久的订单， 客户一直揪着价格和付款方式不毖如何跟客户进行周旋？ 成功让客户打款 ． 回复话术： DearXxx. HOW areyou? g 5 well with you. After we h serious meeting yesterday, the is as below: 1 ． “ ItispitYthatwecann0tsupplyUSS12.0becauseitisreallyhardforusduringthishardtime in China, “ you ow ， m material cost and labor COSt have being increased 30 ％ ， 《 believe that you can leam it 酣 media and newspaper. Anyhow, I understand that you are serious on this d 釕 and 0 ，

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第七章促单 we t0 your d “ ， the best best best even close t0 our bottom cost U 12 ． 5/pc, and pleasekindly consider that it is ly val[编号已脱敏] 7 days, [公司已脱敏] time. 2 、 ： wegaveanotherclientsuntilnowis50%and50%balancebeforeshipping,anyhow,the feeling that ] want t0 d0 business with you is 5 ong “ [公司已脱敏], ， please kindly consider my sincerity, and I spent tWO hours tO cOnvince my accOunt dept. tO accept my advice, that is, 3 《 deposit and 7 （ before shipping, that is really really best terms [ can d0 now ， sure you are happy and 1 am happy t ， please d0 let me upset. Besides, we must delivery sample in advance and let you confirm first until you are satisfied it before producing bulk d pl kindly consider our responsibility and sincerity. A x and long business cooperation needs good communication and discussion ， sure if you have any “ concem difficulties, pl me know lhousands thank you very much your confirmation 0f my suggestion ， it will be very helpful for tomoveforward. l-ookingfotvardtoyourkindreply• BestRegards. Y Xxx 0 ，

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第七章促单案例 243 模具做好了， 客户不下单问题： 有个客户， 在我们开了个盒子的模思一年多了， 当时是一人一半地开模的， 他上过门， 说要下 20m 套， 加起来应该有 20 万人民币的金额， 中途各种修改， 不满意， 修改， 修改了 N 多次了之后， 终于所有的都满意了， 后来又说要下 1 〔 套， 也做过去了， 现在就一直爱回不回信息， 说他要做不干胶设计什么的 ． 本该三月初就下单的， 到现在四月中了有个情况就是模具费一人付一半， 客户要求模具专属， 又不愿意出钱 ． 当时是说是给他 8 个月卖 50m 套还是一万套的销量的 ． 超过时间或是他达不到销量， 我们就可以卖个盒子给别人这个应该是个突破口， 现在是一直拖着拖了一年多了， 我们模具费早付清了， 这个盒子我们其它客户也很喜欢 ． 回复话术： DearXxx, Wish have a nice day and everything goes well. I am r 缪 tO hear the Coronavirus Outbreak is becoming more and more serious in your country. has risen tO xxx confirmed cases ， anyway I believe the Outbreak will SOOn under the 佩行画 whole world. Due tO the effort 0f our government ， the situation here in China getting much better, if you had any difficulty the “ other can talk tome it would much easier for t0 buy no About the mould 0fXxxProduct,Iam because theCoronavirus lt k ， delayedtheorder again. A 盯山 e are some customers whO are very interested in it ， if you don't mind, I would to this tO them ()e are i in the discussing period), as a professional and responsible le ， 1 dO believe I should inform you fi ， anyway it has been around 2 years “ the m ] w 尾 sell it tlut lcan the mould. Sure we are 0 n tO any suggestion that would lp 皿 the mould. Lookingforwardtoyour reply. BestRegards, Yours Xxx 0 ，

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第七章促单案例 244 让客户寄样来对比产品》 反将客户回复话术： 反将军思维在砍价的谈判当中可以做为主要进攻型话术， 为我们谈判带来的是信心， 主动权， 是反击客户最好的武器 ． 大忌是： 动不动就降价！ Dear Xxx, Thank much foryourkindreply. Please do trust we are all factories in China ， we should not have b[联系方式已脱敏] in the prices, it must be with reasons, anyway 1 would love tO Offer YOu the help tO find out the reasons with my professional product knowledge and experience 0 think you are also very interested); Would you pl share us the quotation that Other supplier sent tO you ([公司已脱敏] name or other necessary information but please leave the product picture and specification and prices) ， then will compare and find out the reasons and give YOu one report. lt would very probable that we could make the same as theirs with 10w “ cost. ()s a 0fe nal manufacturer in this [社媒账号已脱敏] 20 years, we are very confident with 0 豇 prices). So your help would very important us t0 find out the reasons. The most expensive product in the market is always not 山 e one with reasonable profits but •wrong · Best regards ， Yours Xxx 案例 245 避开谈价格， 绕回来谈产品回复话术： 这个时候肯定是不能够再降的了， 哈， 要利用降龙十巴掌第五掌回归产品和服务本身及出方案来解决客户 ． Dear Xxx, Thank Y0u very much for your kind reply. Please d0 share best understanding that we wo b[联系方式已脱敏] to lower the price to $ 10 ， our prOfit is only around 5 ． 7 ％ based on the price 丨 quoted tO you. (Sure [ won't quOte YOu the h[联系方式已脱敏] price tO push YOu away). ln order t0 help t0 move 山 is order forward: 0 ，

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第七章促单 1. If other suppliers who could quote you 10w would YOII please share their quotation details to me, [公司已脱敏] name and 回 1 吖 necessary information, but please 1 ¥ e the picture and specifications that I can find out the reasons with my professional product 0w1 ge and 2 ， Oryou can ask them tO send us somesamples toourforwarder•s ourfactory address would make them hesitated), then 1 will compare the samples in the fair way and give you the report Please 面 trust maybe m 团 m 凸佣 IY some difference would result in b[联系方式已脱敏] in the prices ， for example size. thickness, workmanship XXXXX. PI al dO 殴 I am trying best t0 help. sure a gcx business needs tO make b0th of us profitable.needs more communication.r[联系方式已脱敏] L00king forvard 加 your kind 爬 ply 、 BestRegards, Y 佣 Xxx 案例 246 客户找到了更低价问题： 我有个之前合作过 2 次的客就问他后面为什么不下单 ． 客户找到另一个供应商价格更低的， 觉得我骗了他 ． 要怎么催他回来在我这边下单呢？ 回复思路： 遇到这种情况一定要晓之以情， 动之以理站在市场方向跟客户解释清楚后客户想生气也生不起来 ． 回复话术： Dear Xxx. Thank you reply. Sure a ga business needs more communications, d0 you believe if you keep searching, you can still find some even cheaper i 山 YO 酊 current supplier, can you say that your current supplier cheat you tOO? As a small business girl, maybe I don't know much b[联系方式已脱敏] ， but sure I know the best business is always not the one with lowest prices which brings always not b[联系方式已脱敏] profits, most of the time it would bring 11s lost.Please dO tNSt ] ow prices are always with reasons. 0 ，

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第七章促单 As can see the most profitable business is always the reasonable one with reasonable profits, as business partner we should also t0 support each other tO ow together with reasonable profits,r[联系方式已脱敏] You t and sup 凶 in the business, sure day when you need the help om us we would probably 0 to feedback Y0t1 more, business is always not only business 、 《 am 缪 sorry that 《 should saythese. but please share your best understanding that 1 am not cheating you, I am helping each Howüutthis: youcanaskyourcurrentsuppliertosendmeasampletoourforwarder'swarehouse (ourfactory address would make them hesitated), 1 promise ] will compare the samples in the fair way and find out the 山 report. (Sure I will pay all the cost needed) 。 lmkingfomardtoyourkindreply. &stRegards, YoursXxx 案例 247 客户因国家税金和关税高而不想确认订单和付定金何题： 我一个德国复购客户， 9 月找我订购一台机器， 价格在四百多美金左右 （我们已交货） ， 上个月客户询问我们整个太阳能系统 { 价格差不多 6000 美金） ， 但是因为他的国家税金和海关高的原因， 客户说想把项目放到明年才开媲说也许明年税金会降低， 我让客户给我付 1 定金 （保留订单的价不管明年的价格是否变动， 给他的价格都不变， 如果明年价格降低我们一样重新给他按照新的价格， 总之价格只会不变 / 要不然就是降低， 不会抬高） 客户答应了付定金， 隔一天之后客户有犹豫了， 想不付定金》 说他去了解到明年的税金不会变动多少， 让我一起等待到明年， 求[角色已脱敏][姓名已脱敏]， 接下来我要怎么做吗？ 回复思路： 挖客户痛点未来价格可能更高回复话术： DearXxx, 11 y foryourfeedbackand action forsearching the in and I f 1 you really business. That really go ． However, kindly 蒯 ow me t0 give ideas or suggestions, yes, there are not much change in your 准， № w ， pl 瑟 kindly give YOu best understanding and cons[编号已脱敏] in our side. Base On my several Y experience, especially this year, the materials have already increased around 12% during the 1 a n ， the shipping will 沅 increased around 2 meanwhile, USD to RMB is 0 ，

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第七章促单 uncontrollable, it dOwn 什 om IUSD 7 ． 1 RN'IB tO 6 ． 5 during the past few months ， we 呵 our t0 ld the price with hoping that exchange rate will come better SOOn ， but now it gO dOwn every day, lead tO Our clients have tO pay mo 爬 money tO buy gc & ， I strongly advice that YOu only pay US$600 as deposit in advance ， that is ， it means that you draw USS1.6 / [公司已脱敏] and get more money decrease the risk and lost in future. Please double k and then advice me ， if you have any other concerns or difficulties ， just feel 斤 “ totellme. Thank you vermuch. YourssincerelY, 案例 2 客户父亲得了癌症， 如何跟进让客户回到生意引粤下单问氍我有个客户是 9 月份寄了样品的， 当时客户表示很满意， 报了价格跟运梵客户也接受了 ． 但是后来没有下单， 有两个星期每次联系客户的时候， 客户都表示在出差， 会尽快下单 ． 十月份的时候联系客户 ． 客户说父亲得了癌症， 要在家照顾父亲， 当时没有提订单的事情， 现在过去了一个月， 联系客户问他的父亲觋在怎么样了， 客户表示他的父亲已经好了很多， 他已经回归工作了， 请问现在我要怎么跟客户回归到上面呢？ 回复话术： DearXxx, I am Y hear that your father become better, and I can image that it is really not for during that hard time. Anyhow, e 0 山 i 以 would goes well in our life, please kindly give my warmest regards t0 your father, and I sincerely hope that [ can go t0 YOur country № visit YOu and your father one dayafterVIRUSisover. Also, [公司已脱敏] and work normally no and ] sincerely № that we can begin t0 cmperate and earn money together ， after all, we need live better and pay much expense. 跹 rssibleorifyoudon' tmind,maylaskhowaboutlastorder, whetheryourclientsdec[编号已脱敏] not ？ Why I have t0 ask Y0u directly, with coming Christmas and new year holiday, base on our 铤 v years 仳 ri 齪， it is a hOt season and materials increased 12 ‰ ， besides, shipping cost is also increased 8 ％ ， besides, USD to RMB is uncontrollable, that is ， you can save at least 20 ％ during the season if YOLI confirm earlier. 0 ，

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第七章促单 Sure ， if it is not urgent f' Y ， ea [联系方式已脱敏] remind and take it easy ， just kindly share YO suggestions any i ifyou haveanother concem 螫 difficulties, I would like tohelp YOu and theproblemtogether. Thank YOu verY much advance. Yourssincerely ， 案例 249 有效跟进促单问题： [角色已脱敏]， （客户信息是蓝标） 客户直接发信息来要我们的中文报价， 然后跟我说他在中国有代理 ． 等我把价格发过了， 客户第一次说还在筛选 ． 第二次我又问了 ． 客户就说还在忙， 也没回复我他看中的哪款 ． 需要怎么跟进、 不知道从哪里开始切人？ [姓名已脱敏][角色已脱敏][姓名已脱敏]， 回复思路： 以幽默诙谐的方式让客户回复你 ． 回复话术： likethatlamnotexcellentandleadtoyouchooseanother A-IY ： -(MayIknowwhetherthereasonisonlyprice?Ifyoudon'tdec[编号已脱敏].couldyoupleasekindlY cons[编号已脱敏]%oftotalordertousandyoustillputorder80%toan0therguY,theP'-11TX 〕 thebenefitforyouisthatthereisanysuddenoruncontrolledmatterduringtheep[编号已脱敏], likethereare of materials and long lead time, china saying• p | 5 into 0 仳 № 虫 how do you think ？ Your fastresponsewillbeh[联系方式已脱敏] Bestregards ， 案例 2 以客户不反感的方式打款问客户一直不打款， 如何让客户不反感的方式让客户打款呢？ 回复思路： 以幽默谐的方式让客户打款 0 ，

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第七章促单回复话术 Dear Xxx, Since our communication and relationship these days, it sounds like that we date very long, may I ask whenwecangotochurchandmarry ： -(lamsosorrybutlhaveabadfeelingthatyouwillgetour price then miss, or compare our price and push YOur or[联系方式已脱敏] supplier. If you have above pu 印 0 ， [ will be veryvery very sad ， 1 reallyhope thatyou are not that guy. Please kindly understand we r want tO have a long-term business relationship with you. Yours sincerely, 案例 251 压进老客户返单问题： 我这边有个老客户 （复购） ， 客户说 12 月会在找我复购， 现在也是隔三差五在联系问候着， 以我对客户的了解 （客户第一次找我订购时， 也在别家也有购买与我们产品相关联的东西） 这时候我需要做点什么吗？ 回复话术： Oh ， n 〕 Y friend, thanks SO much for your remind me and want t0 give me order on December ， just may I ask why it is December ？ We don't need prepare something for coming Christmas or new year holiday ， no need t0 d0 anything in advance ？ After all, that is a go time grasping potential market our clients, doyouthink? 案例 252 [姓名已脱敏][角色已脱敏][姓名已脱敏]， 我有个客户是 9 月份寄了样品的， 当时客户表示很满意， 报了价格跟运费， 客户也接受了 ． 但是后来没有下单， 有两个星期每次联系客户的时候， 客户都表示在出差， 会尽快下单， 十月份的时候联系客户， 客户说父亲得了癌症》 要在家照顾父亲 ． 当时没有提订单的事情 ． 现在过去了一个月， 联系客户问他的父亲现在怎么样了， 客户表示他的父亲已经好了很多》 他已经回归工作了， 请问现在我要怎么跟客户回归到上面呢？ 回复话术 Dear Xxx, 0 ，

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第七章促单 I am SO happy tO hear that your father become better ， and I can image that it is really not eaSY you during that hard time. AnYhow, everything would goes well in our life, please kindly give my warmest regards to your father, and I stncerely hope that 丨 can go t0 your country t0 visit YOLI and your father one day after VIRUS is e 匚 A 卜 0 》 [公司已脱敏] and work normally now, and [ sincerely h0 that we can begin t0 cooperate and earn money together, after all, we need live better and pay much expense. If possibleorifyoudon ， tmind,maylaskhowaboutlastorder, whetheryourclientsdec[编号已脱敏] not ？ Why 丨 have to ask Y0u so directly with coming Christmas and new holiday, base 0 several experience, it is a hot season and materials increased 12 ％ ， besides, shipping cost is al increased 8 ％ ， besides ， USD to RMB is uncontrollable, that is ， you can save at least 20 during the hOt season YOu CO 丽皿 earlier. Sure ， if it is not urgent for you ， please [联系方式已脱敏] my remind and take eaSY ， just please kindly share YOur suggestions or any ideas if you have another concern or difficulties, would like t0 help and solve the problem together Thank much for your reply in advance. Yours sincerely, 案例 253 跟进老客户返单问题： 有个新客户》 之前找我报过三款产品的价格， 十月初， 先下了其中一款， 25m 套； 另外两款产品后面我跟进， 客户一直说等消息， 在后面就不回复了， 现在他下单的那个产品上周出货了， 其他两个产品也还没有下过来， 最近也没有找我询价； 不过他下的这个订单有个小插曲 ． 寄确认样的时候， 跟第一次打样后寄样有点色差， 后来我们又重新做确认样， 重新做的样品没问题， 才安排生产做大货的， 可能客户觉得我们前后做样品觉得有色差， 会不会对我们就有什么意见了所以后面就不找我们了我该怎么写一封虾件问候他一下， 顺便希长期跟他合作， 也表示一定会好好配合他的订单的， [姓名已脱敏][角色已脱敏][姓名已脱敏] ． 回复话术： Dear X-xx, HOW are Y0t1 ？ [ wish YOu d[编号已脱敏] a go weekend. P1ease kindly accept my warmest greetings in the beginning 0f new fresh week. For your last order, [ cared the update much, since it is picked up by DHL e № r I almost a 0 ，

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第七章促单 the status 釧 day. As my saw 什 om DHL intemational website ， those packages have been arrived in your local, and think that Y0u will get them within two days. Please kindly check the status 什 om below picture (DHL [联系方式已脱敏] ). Fu1thermore, our delivery dept. asked me a question about another two samples feedback and update, becauseitispanoftheireffort.so ， ifyoudon' tmind,maylhaveyouranysuggestionsor[编号已脱敏] another two styles I supplied last month ， after all, 斤 om our previous cooperation, Y0t1 were d[编号已脱敏] with it. lt would a b[联系方式已脱敏] iftheydon' tappearinyour marketor recommend t0 your clients. PI 瑟[公司已脱敏] can dO some extra things tO help you and let your clients accept them ？ As long as have ability or chance ， [ would like tO d0 ， please just feel free toshare me with your concerns and difficulties ， and I am always besides YOLL Thousands ofthank you 0 much for your help. Yours sincerely ， 案例 254 用涨价来催单问题： 我有个墨西哥客户要 112 套灯， 这是个新客户， 以前没买过我们的灯， 他是帮拿来卖的， 前天什么都谈好了， 说第二天银行开门了会付款， 然而第二天告诉我说他国家现在有新法律政策， 不能大量购买植物灯， 要提供证书其它之类， 问他具体的情况的时候， 他也是不明确的样子， 然后今天告诉我他需要买两套灯先去申请许可证之类的吧， 目前我给他的价格是 1 的折扣 （这个月是我们的圣诞大促， 只有这个月他才能享受 1 ), 我想着让客户付一点定金压着这个单， 但他去搞什么证的时间太长了， 这个办法感觉行不通， [姓名已脱敏][角色已脱敏][姓名已脱敏] ． 回复思路： 挖痛点后续会面临涨介建议客户先付订金获得这个订单， 回复话术： Dear Xxx ， 'l'hank you very much for your feedback and decision for 2 凶 s sample 6 then apply license However, please kindly allow me t0 give idea or suggestion, yes, it is necessary tO license 60L 佣 1 your side ， but, please kindly give you best understanding and cons[编号已脱敏] in our side. Base on mY several years sales experience, especially this year, the materials already increased around 12 ％ during the hot 5 “ n ， the shipping will be increased around 20 ％ ， meanwhile ， USD to RMB is uncontrollable, it from 1USD=7.1 RMB to 6 、 5 during few ， best t0 № ld the with 240 0 ，

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第七章促单 hopingthatexchangeratewill bettersoon, day, lead toour clients have topaymoremoneytobuygoods. I 嘶佣 Y advice that you can pay deposit for bulk d in advance, [公司已脱敏], in r tO decrease the risk and lost in future ， after all ， we can keep Christmas promotion price until March, 202L even ， we can ship out different samples until you are ti ． How doyou think ？ PI 跹 double 山 k and then advice me, if you have any concems 值 difficulties ， just f 1 free to tell me. Thank you much. YourssincerelY ， 案例 255 客户不想合作外采的贸易产品问题： 某公司， 也有一些是外购品》 就是贸易的形式 ． 现在我有一个老客户， 之前给客户推外购品， 也已经说服客户下了首单在我这 ． 现在客户想要返单， 某公司买， 我应该怎么样的话术去说服客户还是在我们这里买比较好呢質我们医疗器械都是需要证书的， 某公司， 某公司有投资人股， 某公司这种， 客户还是偏好直接找他们） 回复话术： Dear Xxx, ThankyouverymuchforyourkindreplY. lamvensorry ， butaslongtermbusinesspartnerlhavetosay: oursupplierisjustlikeyour ct 创 ℃ S in YOur country, can'tget tO all the customersdirectly because theyneedyourhelp; YOt1 can't 山 n directly because YOu need the № 创 n Please I would love t0 give you their contact, anyway all 0f them couldn't speak English (just like yourcustorners w 佣尾 buy from YOu 佣 ly ） ， Otl 旧诵 you would V 了[公司已脱敏] name. at this moment YOur understanding is vet important, I know it is a little difficult for YOu t0 accept this,theawkwardpointis ： it is 巳 241 0 ，

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第七章促单 I really h0 YOu can share YOur best understanding that sometimes business needs some"baniers" tO makeitperfect. onemorethingis ： tobuymoregoodsfromonesupplierwouldbethelongtemprofitablebusiness 山 ou sometimes you could get some sh term profits from different suppliers.(You are a 卜 0 a smart businessman, I dO believe YOu must understand this very easily). Your understanding and support is h[联系方式已脱敏] appreciated and gateful, I really h0 we could keep this long tem cooperation without any misunderstanding, thank YOu very much. lnokingforwardtoyourkindreply. BestRegards, YoursXxx 案例 256 接近成单， 如何直接成交问题： 有个客户九月份给我发来的询盘。 样品十月份寄了一次， 十一月又寄了一次； 报价更是报了不低于 7 次， 客户上周还说想在圣诞节之前收到货， 但是现在订单还没下过来 ． 现在第二次寄的样品他也收到了， 基本上没问题， 有些小细节昨天也跟他沟通好了我们会改善； 但是看他现在都不急的样了， [姓名已脱敏][角色已脱敏][姓名已脱敏]， 催客户现在下单， 回复思路： 道德绑架， 探求客户不下单的真实原因 ． 回复话术 Dear X ， WarmestgreetingsfromRebecca/ 某公司的名字， I wish everything well with you. ActuallY, I have a little sense 0f frustration during my international business carrier with you, could you please help me improve, how t0 say ？ Since two samples delivered, especially ， you are satisfied with them, sure there are some details t0 change improve, however, it is not a b[联系方式已脱敏] r[联系方式已脱敏] ？ ， could you please tell me real reasons why st place continue orders, is it tem ？ Price ？ Purchase time delay any other thing ？ Oth i 汜 I can not 引 P a whOle n[联系方式已脱敏] and always think about which places 1 am not dOing well, frankly speaking, we[联系方式已脱敏] 引 1 t 4k please see pictures, I can not 1 more （把你瘦的美照放上一定是美照哈 ), orwhether you are facingsome difficulties concems, please just feel me ， I would help you it with b[联系方式已脱敏] You know a good and long business needs deep communication and discussion, please share YO 匿 0 ，

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第七章促单 best understanding and me. lhousandsofthank I look again. YourssincerelY, 案例 257 让客户提前下单问題： [角色已脱敏]， 我想问一下， 客户现在询价， 客户在问到交期的， 但是我们可能不能在年前提供货给客户， 怎么说才能让客户接受我们面且还在年前下单！ 回复思路； 说清楚给客户带来的好处回复话术： Dear Xxx. Wish a nice day and everything goes well. Now our Chinese New Year Holiday is coming from XXXX tO XXXX, as a professional and responsible 然 · I would love tO list a d plan that YOu make a better schedule: 1. lfyou 司 a the order this month before the production would around xxx days tO finish the 2 ． 1hatmeanswehavetheabilitytofinishtheproductionandamngethedelivetYbeforeourChinese New Year Holiday. 3 、 Otherwise we would have around one month ℃ hinese Traditional New Year• holiday. 生 means ifyou place the d 山 is month xxx, you would receive the order in the end of MarchorinthebeginningOfApril. mswouldhelpustohavetotalenoughtimeinthisorderbutnotanydelaytoaffectyourplan, wi 跹 I w 尾 f very i if our goods a your plan. SOIstronglyadvise ： ifyouwereintheneedofourproducts,itwouldbebetterforyoutoplacethe orderinthismonthbeforexxx. lmkingforward IY ． BestRegards, YoursXxx. 0 ，

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第七章促单案例 258 让客户尽快下单问题： 某公司做业绩 PK 如何跟客户沟通让他尽快下订单呢？ 回复话飛 Dear X ， How is the w 山 “ in your side ？ lt m “ colder and d 豇 in 91enzhen recently, but, my h is 了 warm and excited because Of our recent activities of PK, I remember you in priority, and appreciatedh[联系方式已脱敏] sconfirmationornot. Sincewecommunicatedwell sample' s performance ， I has i 山 i ， t well, afterall,untilnow,ldon' t ty 側 r yactu 虱 m 5 盯， cany 佣 № lpn 汜？ Sure if you have any difficulties ， please let me know, like term & 面 “ & money & purchase time 1 盯 ?SothatIcansupplyreliableserviceforyou.Irea11Yhopethatgetyourkindsuggestion. 1 為 0 巧 ands of 山 an ． llmkforwardtohearingfromyou. YourssincerelY ， 案例 259 [姓名已脱敏][角色已脱敏]， 晚上好， 我有个美国宠物带客人 12 月底说好 1 / 4 号要给我下个 44 万的宠物带翻但是到了 4 号没有下单， 上周也有问过客人， 客人说她还没有收到她客人的 firmati 皿， 但是说 PO 应该很快会过来 ． 到今天还没收到客人的订单， 今天也有听到说其他同行有收到这个翻单的报价 ． 不知道是不是这个客人发的？ [姓名已脱敏][角色已脱敏][姓名已脱敏]？ 回复话术： DearXxx, ThankyouverymuchforyourkindreplY. As you mentioned that you w 闐尾 wait the confirmation with your 以 om s and 5 what their feedback, havetheresponsibilitytohelpour 0 时佣 “ 加 fin 記 t 俏 d 釕、 0 ，

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第七章促单 We have already SPent SO much time in this Order I believe both of us would love to make all of our 臨 0 tO more valuable ， especially in this 1 凸 t 邙 ． Sure during the confimation with our 0 殴 《 s ， please keep the pace when Y0u had any difficulties 螫 help needed 什 om my side again that I could offer you the help with my professional product knowl and experience ， [ do believe I should have Something that YOu may probably need from. L00kingforwardtoyourgoodnews. BestRegards, Yours Xxx 案例 260 如何尽怏确认订单问题： [角色已脱敏][姓名已脱敏]， 这个客户什么都谈妥了 ． 也说了今天会告诉我确认订单， 但是都这么晚了， 还没消就有啥办法让他确认订单吗？ 回复话术 Dear X ， 'lhank you very much for your kind patience which was very № № ful us t0 confirm the prcxiuct details and order details, I really appreciated your in the help. [ am very but as your professional and responsible ， job is t0 push YOu in payment. especially now it is clßing 加 our Chinese New Year H01iday, the sooner we confim the d the sooner delivery we c 尾 make. （ [ really hope Y0u don•t mind my •pushing• again but take it help ， thank very much) Now we are just one Step from the cooperation, we have already spent much time in this d [ 面 believe bOth 0 〔 us would love tO make all our tO more valuable. r[联系方式已脱敏] L00kingforwardtoyourkindreplY. Best Regards, Yours Xxx 0 ，

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第七章促单案例 261 客户旅游， 如何催单问题： 客户出去旅游， 怎样的话题能每天保持与客户之间有一个来回交流？ 回复话术 Dear Xxx, Thank Y0u very much for your kind reply. 1 am 0 sorry about the disturbing communication duringyourvacation, but please shareyourbest undeßtandingthat: We continue tO disturb communication mainly in an attempttohelpyou. One thing more, would you please share me some pictures Of your travelling that I could enjoy some 0f your joys and some beautiful views. 00 travel all around the world is one of my dreams). A girl is looking forward tO Y0ur kind sharing with your travelling, better some pictures with snow, I lovesnow verymuch. Best Regards ， Yours Xxx 案例 262 客户有疑虑延迟订单， 如何催问题： 一个西哥的客户从去年 5 月跟到现在寄过其它的小样品， 从去年 10 月份询价另一款产品 （没寄样） 0 直不下单 0 下说要跟合伙人商量， 一下说成本对他们来说很高， 在墨西哥会卖得不好， 一下又问 20 尺柜和 40 尺柜的进口费用， 今天发来 ． lam rrywewillw 血 a upleof monthsthat the business ism b 旷该怎么跟进比较好？ 回复话术： Dear Xxx, 'lhank “ 0 much foryour kind reply. Sure I can totally understand your concerns, anyway as your professional and responsible supplier and sales,lwouldlovetosay ： stablemeanslowerprofitsormarginprofits. When everyone Stop importing like what you thought, the market would have the supplying shortage gap soon, if YOLI keep importing that means when others the shortage 0f the supplying, YOu have enough stock ， this SUPPlYing gap would help YOu t0 h[联系方式已脱敏] profits. A successful businessman needs t0 have the unique business nose tO sm 引 the business chance, b[联系方式已脱敏] 0 ，

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第七意促单 chance ， b[联系方式已脱敏] (I am verysorry butljustanalyzefrom themarketrules, sure youaremuch smarterthan me ， ifyou have betterideas m them withme, it is really an amazing feeling tO learn you. LookingforwardtoyourkindreplY. Best Regards, Yours Xxx 案例 263 只问价格， 不下单问题： 当我们遇到那些只问价格不下单的客户， 边缘去撬动客户 ． 一定要利用话术将客户架在 ． 道德 ． 的边缘去撬动客户 ． 回复话术： Dear X 獄， Wish you have a nice dayandevemhing Thank YOu much foryourkind times 0 XxxProductsin thepastoneyear. Time flies, ithas been timeaftermy previous [联系方式已脱敏] responsible ， time when neededfrommyside. I would as believe doingthe t 山 in YO “ lthinkmyeffort notexchangeyoursilenceexcepttheinquiw, weshouldnotget 佣 《 y inquiries and th y reply q ti ， we alreadyspentsomuch time thisorder, I believebothofuswouldlovetomakeallofourefforttobemorevaluable.r[联系方式已脱敏] I really № you u 尾 “ us a chance to start a order that we could ow more of “ 山 oth ， itisnotabad[编号已脱敏],howdoyouthink? Lookingf0Nardtoyourkindreply. Best Y Xxx 0 ，

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第七章促单案例 264 客户说要考虑一下问题： 针对那些客户说要考虑一下， 某公司 ／ 老板， 褡档等商量一下的 “ 死亡话术时候常用的话术 （主要是引导客尸说出背后那些不为我们知道的原因， 知道原因才能出招） 身为一名优秀的业务： 一定要戒掉 waiting for your “ 仳 ws 这类的消极话术宁愿跟死 ” 客户也不等 ． 死， 客户 ． 回复话术： Dear Xxx. Thankyouvery foryour kindreply. Sure nowitis very important time 0f s more communication. Y0u still have some difficulties “ concerns please must “ tO 曲盯 e “ that I can 0 you the help with my professional product knowl experience, I dO believe I 曲闐 ld have something that youmayprobablyneed. Sure we are 0 n t0 an.Y su t which would help us t0 move the order fcrward. yourreplyonthefeedbackwouldbehelpfulforustomovetheorderfasterandeasier. l„ookingforwardtoyourkindreply. Best Regards, Yours Xxx 案例 265 因多次催客户付款， 客户不理会我了， 如何跟进问题： [角色已脱敏]， 我因多次催客户付款， 导致客户很生气， 现在客户完全不理会我了 · 发[联系方式已脱敏] ． 回复思路： 用高情商的话术责备自己， 站在客户的角度上解释为什么催的这么急 ． 回复话飛 Dear Carlox, Frankly speaking. ldon' tknowhowtoexpressmybadfeelingbywordsbecauselpushyoutoconfim order and let transfer times, even 1 said t0 myselfthat it is my last time final confirmation howyou think this ， however ， still haveadeep breathandletmyselfclaim 0 ，

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第七章促单 ln ct ， why 丨 have such b[联系方式已脱敏] ， you know Christmas holiday will coming, whatever from coming busy production [社媒账号已脱敏] shipping cost, it is a wisdOm decision 怖司 a d and confim 准 r earlier, why ？ After gave calls t0 our 一 c 闐 p fotvarders, 0 told me that the shipping cost will № more h[联系方式已脱敏] next two m 佣山 s ， because many orders will placed e Christmas holiday, lamafra[编号已脱敏],how 面 you think ？ Youß sincerely ， 案例 266 报价后客户不回复了问题： 客户突然间不回了怎么办？ 我这边有个订单的事情想请教一下你， 有个新客户一开始跟我们喜欢我们三折叠的扩展集装箱房， 打算用来自己住房用的， 然后我们报价以后他都是挺满意的， 还说想直接要五折叠的， 后来我们让他买多一个双折要的拼起来就是五折叠的效果， 客户也同意这个想法， 说等我们的报价， 后来我们正常报价以后， 客户看了之后就退出 w & 群了， 我这边私聊也暂时还没回我， 这种情况我们应该怎么继续有效跟进好呢？ 是不是客户已经找到了其他供应商合作了回复话术： DearXxx, Wishyouhaveanicedayandeverythinggæswell. Thankyou much foryourkind patience ， which was veryhelpful for “ toconfirm theorderdetails. I al t thequotation details in Chatting Groupfor YOur doubleconfirmation. Now the 山 i that pu 1 us is ： youquitthechattinggroupsuddenly.ltseemsthatyousuddenly disappear 斤凹 ] our w 俏尾， a professional and resrxmsible I I am 了 but if I didnt make 山 is clear, dobelievethiswill [姓名已脱敏]stery f “ ． (This kind ] readourcommunicationrecord again and ， but lbegyourreplytothis verymuch. Lmking kindreply, BestRegards. Yours Xxx 0 ，

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第八章其他 0 夸克扫王速扫描，

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第八章其他案例 267 客户有供应商问题： [角色已脱敏]， 客户告知我已经选用了原有的供应商， 如何继续下一步呢？ 回复思路： 以高情商的话术， 让客户心理难受以及愧疚因为客户没有选择我们 · 以挖痛点的方式希望下次能够选择我们， 回复话术！ Dear X ， Wish you have nice well EventhoughIfeelveryverysadwhenIheardthisnews thatyoudon'tneedourproductsorchmse another suppliers already ， my h 戊 have a little hurt, how “ ， meanwhile, congratulation on making the best choicenow. Anyhow ， it would appreciated h[联系方式已脱敏] ifyou can give chance this time next time, how about oursamplesyetwithcheaperpriceafterIapplYfrommYleaders?AgoodsayinginChina ： n ， tput alleggsintoonebasket.Howdoyouthink? A girl is waiting for reply and kind understanding 什 om 3729 miles. YourssincerelY, 案例 268 客户的款被银行怀疑洗钱， 如何说服客户把款再打给我们问题： 有一个客户打款给我们客户可能是通过第三方打款， 第一天到账后， 我们就发货了， 结果到账的第二天被公安局以洗钱的名义封了并且拿不出来， 账号也被冻结了， 老板也到石家庄去录口供等， 账号是解封了， 但是这笔款是拿不回来了 ． 老板为了让业务员 （新进的业务员） 不担心， 并没有把这件事情告诉业务员， 因为也担心这件事情告诉客户后客户后续也不会下单了 ． 所以老板并没有告诉业务员钱被扣了 ． 结果， 过了一段时间， 客户又下了一笔订单， 老板给的是另外一个账号， 款是正常收到了的， 但是老板想告诉业务员上笔订单实际上是没有收到货物的》 [角色已脱敏]， 这件事情该如何说才好？ 回复思路： 遇到款项被嫌疑是洗钱而且被扣， 此时评判老板的做法是否正确并不重要了， 毕竟事情己经发生了， 我们只能将企业的风险降到最低， 表达自己很意外被告知上笔订单的付款至今没有收到最终还是要向客户收取 ． 回复话术： Dear X ， 0 ，

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第八章其他 1 was 曲 k when 1 heard such news from my boss this moming that YOur last payment was hOld by police[联系方式已脱敏] ， tgetyourlastorder' smoneyuntilnow,however,weship advance. My boss thought that 50h 吧 this issue successfully by Ourselves and don ， t need tO tell you and bring any trouble, but ， the truth is that can not control it by ourselves ， the li sa[编号已脱敏] the channel ofmoney coming is not legal and it belongs tO launder money. Please kindly see 10w prooffromPolice. So.weareafra[编号已脱敏]: ()nceweshipoutgoodsthistimethenmoneywill deducted again ？ And pl 就 kindly consider that we have tO charge YOu again for first shipment, otherwise, it is not fair besides, we are afra[编号已脱敏] you another suppliers al faced such same case, because the status 0f money controlling is v ， strict in China, please kindly consult them too. Wedon' twanttopushyouaway,andpleasekindlycons[编号已脱敏]' thaveanyotherchoicebut have t0 this and charge again （ we facing risk t0 ） but this is the 0 “ last Thousands Of thank you much Y0ur kind understanding. Y sincerely, 案例 269 客户家人变故， 跟进不能太具目的性回复话术再看下面这个案例： 客户说他妈妈快要去世了 ． 豇 X 珥 I at and it is my first time meeting kind situation, I am not “ familiar with YOur lt e ， though ] really would like tO something comfort you, I d0 believe now you must næd e comfort. ButIhavetosay ： Everyonehasitstime,justlikethedriedleaveswouldgivemorepowert0the 町 owing 什， then YOu are the ． 町 OW g ” measecmtactmewhenyouareavailable,lhavetosay ： lamreadyforyouanytime. BestRegards. YoursXxx 0 ，

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第八 0 其世案例 270 老客户下单后， 货但是返单没消息了问 0 多次跟进客户后不回怎么办？ 有个客户之圃下过一次单 0 客户下单以后蚊过售后调在客户比较满意产品， 然后是一月份可能会下单 ． 但是现在都没有消息， 中间也有发过两封邮件通知开工， 做过询问今年订单计划、 发现客户看了但是都不回复， 你说接下来怎么弄比较好， 客户回复几率比较大 ． 回复话 DecrXxs Wiéouha"2anicedayande 、 flies it № s 忮 ℃ “ 1 虻飞 in 史 sin （ “ 《 № “ d 逮丨 “ 跹 tX i 山面佣 followedup 、 m № hing more tO [ [ [联系方式已脱敏] I can something PI 以面 tn 殴 im 值 akind 前碩 ． lr № 凶 № 虻 n “ e than busines “ business. Y01 旧印忡 ont u 闻 ate “ 尾 av 国 ' 司 ℃ 伽 0 ttoalit 准几 Best Regards. Yours Xxx 案例 271 回复话术： Dear Xxx. 老客户下单后， 货满意， 但是返单没消息了 Wish nice day everything S well. Last time we confirmed the order details of our Xxx Product and al sent you the PI with order details, pleaserefertothe attachmentforthe confirm. As YOu mentioned that you were really busy in the 就 ri ， time flies, it has been another week. As a professional and responsible sales, 《 am very rry but I have tO write the [联系方式已脱敏] tO remind you 0 ，

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第八章其他山 is ， I d0 believe 山巧 business should al your main business, even it was no 《 《 h0 it would afteroureffortinit. ln our past 10 years ， we helped a Of customers tO 町 OW 什 om small t0 b[联系方式已脱敏] and b[联系方式已脱敏] ， which is al one Of our proudest things in our business, as we dO believe business is always not 佣 ly business. your reply on the update would h[联系方式已脱敏] appreciated. Best Regards, YoursXxx 案例 272 客户旅游去了的跟进问题： 客户说出去旅游后怎么跟进客户？ 新客户所有的订单细节都已经确认了， 就剩最后的付款环节了， 找他他说我去 travel 了， 下周才能回来， 也就是这周， （因为感觉是客户在找借口推脱我 ． ） 某公司是哪里不是很满意的吗？ 还是你发生了什么事情呢？ 客户的回答是已经谈的好好的了， 怎么好好的说自己是其他人的代理呢 ． 这个应该怎么继续的呢？ 回复思路： 利用高情商话术想与客户分享他旅游的快乐这样就可以成功撬动与客户之间的共鸣从而成功将客户绕回到订单来 （至少也能够与客户保持良性的沟通直到下单） · 大忌是： 一直冷冰冰地向客户催单、 回复话术： Dear X 慧， Wish you have a nice day and everything 仳 S well. I am very sorry about the disturbing duringyourvacation, but p share YO undeßtanding 山 att ourcontinuousdisturbingcommunicationwasmainlytryingtohelp. One thing more ， would YOu please share me some pictures 0f yourtravelling that I could enjoy some your joys and some beautiful views. 00 travel all around the world is one of my dreams) A girl is looking forward t0 your kind sharing with your travelling, better some pictures with snow, I love snow very much. BestRegards ， Yours Emily 2 0 ，

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第八章其他案例 273 之前满足不了客户要求， 现在可以了， 再续前缘跟进话术问题： 以前认识的大客户因为当时没有办法达到客户要求导致没有拿下客户订单， 现在已经能够完全达到客户要求了怎么跟进客尸？ 回复话术： Wishyouhavea well. Timeflies,ithasbeenmorethan3yearsafterourlastcommunicationaboutthexxxt001. lnthepast do believenomatterwhetheryourcompanyorourcompanyshouldhavehadalot chang ， 0 “ company developed very much 皿 d your help. Please allow me t0 say that my № w 闐尾 love t0 forward his late apology t0 Y ， because he i or YO 匿 lp in 16 ， actually didn ， t want t0 [联系方式已脱敏] vey very much ， but we didn't have the enough technology t0 meet YO requirements, [联系方式已脱敏] was his best choice 山 · Please dO ourcompany invested a lot(muchmorethan imagination) in improving ourselves ， [公司已脱敏] meeting 山 i level meeting), just because 0f you ， 0 company had a totally differentdevelopment. (Maybeyou didnt ， but ithappened) the Of my [联系方式已脱敏] time ： 1. Try and forward the an ， tO 2 ． We al would love to build cooperation with you again, because my boss thinks we should have requirementstotally you read 山 is [联系方式已脱敏] tO get back us (one day when you come tO China again, m-Y boss would very love t0 YOu t0 0 difference in the past 3 years). LookingforwardtoyourkindreplY. st Regards, Yours Xxx 0 ，

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第八章其他案锈 4 要求客户下多点订单数到蛤我们阿题： [角色已脱敏] ． 客户给我们下单了， 但说以我们降的价格只能给 8 吨， 如果以他们的价格可以给 12 吨 ． 我们有办法再说服他们直接把 12 吨给我们吗？ 回复思路 ． 用高情商的话术感溜客户给我们订单， 然后用共情的方式让客户替自己着想并且还帛意把利益好处给他， D ， ， 0 、 」 and and 8 k “ Fr kly 阿 in & 什》 myhiä 还馴旺 ． la № “ 皿 t12 〗 0 黿 “ 砒 itm “ 旧 tl 恤 vem 豇 esa 0 ] 《 0 esa ] 划 k 山山 ． H “ a 用 tl ve 》 t 怖 Y “ din 仪 tlY ， 山豇 isU （ 4 ， 仪 ℃ ． ℃ ． 叭 0 ． 05 。 U - ） 衄 1 心 aJ 对 “ U № t 蜘 Y ． H 《山， 闐山 i ？ Y0trssincxrelY. 案例 275 客户消失后的跟进阿氍当跟进客户时客户莫名消失长时间不回怎么办？ 我现在有一个澳大利亚客户去年底谈的要 0 个瑜伽文胸， 邮件说他们 1 月四日度假回来会下单付款 ． 但是从那封邮件后发了几封邮件催她一直没有回复， 不知道她是不是得了新冠隔离了还是什么原因 ． 旺旺发语音也拒接 ． 没有留[联系方式已脱敏] 能帮我写封邮件吗？ 回复思路 《像这种情况除了原来不知道还剩下的多少记忆外更多的是利用高情商话术去撬动客户 ． 可以这样写着去关怀客户 · 回复话水 Dear Xxx, Wish you Time flies, it has bcen more than one month after our confirmation of 270 pcs of our Xxx Product, YOt1 would confim the order after YOLJ c back on 29 山妇 n ， but that 丨 didn•t have 仳 ” 伢 u at fr y 佣， 0 ，

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第八章其他 rm ' 了头 but besides. l'm a little womied about 飞 № order that I didn•t 0 仃 “ ou 蜘 № lp tO YOu finalize the d ， I worried verY much if you meet some Other difficulties. please 司 ea pl must me know the difficulties 螫 COncems YOu are facing now that I can 0 什 my help with profesional experience and product knowledge with my friendship. Yourreply on theconfimation w 尾 a very g comfott friend's heart. Best Regards. Y 佣 Xxx 案例 276 客户订单小， 但是想做独家问题： 一个新加坡客户的情况， 是 19 港展的客户， 客户一年的单子大概就在 2 个柜的数量 ． 大约 4W 美金左右 ． 小的批发客户， 销售[姓名已脱敏] ． 客户一直要求我们新加坡只能卖给他一人， 但是他的下单实力评估下来是远不够的， 我们不想让客户失望， 也想让他继续合作该如何来圆比较好昵？ 目前客户有订单正在还在进行中 ． 回复思路： 这种时候一定不能 “ 嘲笑 ” 客户订单太小， 正确的方法应该利用大单思维或是新的合作模式转移客户的注意力 （也就是说我们不是不愿意， 从僥面敲打客户我们需要更大的单） · 回复话术： Dear Xxx ThankyouverymuchforyourkindreplY TOday Of d d tO build 山 elon term businessrelationship with Y ， now YOur d routine is around 2 containersper yearwith d amount S40000. Please dO share your best understanding that this amount carft reach our Exclusive Agentstandard. Anyway pl 瑟面 truSt ve would love tO suppcrt Our 0 闐 rs frorn small 山[公司已脱敏] would lOve t0 “ c 恤 n ： 1. You pay deposit 0fS40000(that means $ 12 ℃ s long term deposit. that means every time when YOu ship the d then YOu pay the full amount of $ 4 （ KX ℃ and keep the $ ] 20 刃 deposit in Our account for r 2 ． Sure we w 尾 also give YOu the profits your $ 120 every year we would love t0 give YOu $ 1 刃 profits each Y example YOu pay us this $ 12 2能0@ 》 would become $ 1 〗 in 2 1. 0 ，

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第八章其他 & $ 14 （ 》 in2 $ 1 Oin2 3 ． 3 ． With thistenn thatyouboughttoyourcountry. wouldyoupleaereadcarefullywthatwea)uldmake ithappenQ lmkingfomardtoyourkindreply. stR 盯 Ya X 案例 277 客户联系上下游供应商想钻空子问题： 我有个潜在客人， 某公司实地走访 ． 现在他们有让我安排样品 ． 某公司安排样品某公司） ， 某公司 ． 某公司 ． 我该发一封什么样的邮件， 去说服客人把项目给我来做、 不要这么不讲诚信 ． 回复话术： 这个时候要进行两个动乍 1. 叫工厂回复客户： 你联系的那个 X 其实就是我们外贸陬你只要跟他们联系就可以了 · DearXxx. mankyouverymuchfcxyourkindinquiryaboutourXxxProduct. lamveryymybutwhenlregisteryourcompanyinformationinourcompanysystemandfoundour colleague ． Xxx n ct 反 f e ， you only have tO C-ontact Mr.Xxx for the further 1 社 s again yourkind inquim stR 酊 YoursXxx 2 ， 给客户写一蚂邮话术如下： DearXxx, Wish a 0 ，

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第八章其他 Yesterday coll Mr. Xxx receivedyour informed methat YOu contacted them. YOu onlyhave tOcOntacted meforthefurther information this ， I willberesponsible tO 0 yOutl “ · Onemorethingis: Ourfactotyræeivedsomeotherdemand0fthesamesamplßfromOmeother tradingcompany ， I amnotsure Orothers, ifall werefrom YOu, YOu on it. 〔 [公司已脱敏]). Y mind № I am jtst uying 加 help. Now the samples r delivery 0 上 e samples will ready in Xxx and ] will a 仃皿 1 shippingfor Y0u immediately then and offeryou the TrackingNumber.) Thanksagainforyoursupportandtrust. BestRegards ， YOurs Xxx 案例 278 客户提无理要求， 我们不愿意， 如何回复问题： 我们有个客户要我们的电摩证书， 这个证书共计 2 页， 我们花了 30 多万做的， 都是前 7 页提供给客户给他们清关， 但是这个客户就是要全部证书， 如果全部证书发过去同行只要里面的东西， 就可以变成他们的东西但是客户就是坚持要， 他说不给就退货款这种情况怎么办？ 回复话术： Dear Xxx, Thankyouverymuchforyourkindsupportintheorder. Aboutthe 、 why need P ？ （圄 2 g ） As we t around $ 〗 刃山 make this certificate. and the 6 耐 7 P are specially customers likeyoutoclearthecustom wh0 7 pages. YourreplY of helpfulformetoconvinceour Looking forward tO YOur kind r 卸馴 BestRegards. YoursXxx 0 ，

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第八章其他案例 279 客户采购换人问题： 客户换了新同事后怎么跟进去撬动客户？ 回复思路： 成功利用广交会上的偶遇做切人点然后再引导客户回顾我们多年的合作， 以提升我们与客户之间的温度， 做到客户看了不回都不好意思的效果， 而且客户给出了承诺， 大大地增加了我们与客户的粘度， 提升我们与客户之间的温度 ． 回复话术： Dear Mandy, WishyouhaveanicedayandeveMhinggoeswell. 01r coincident meeting with Mr.Xxx in Canton Fair still impressed me very much, I do believe that was thetipfromGodtoremindourdestiny. Sure I will 山 “ i this tip much, that is why every possibility t0 keep the "uneasy coincident meeting• going. As 皿 01d business partner with more than 10 Y we sh ld have heavy trust from each other though we had few cooperation these years. 1 d0 believe everything has reason, ifpossible and you don't rn if any orders that we didn•t help that our cooperation was getting 1 s and less? Your help on it would be very very very helpful for us t0 make theimprovements,othezwisewedidn' tknowwhatweshoulddotohelpandserveyoubetter lam vetY happy that we rebuild the potential business with a al order 500pcs thermos, actually 1 am still a little wOrrying abOut it as this project is still in the confimation, if YOu have any help needed from my side which would help tO make the d easier 可 st ， pl share YOur most generOuS w ds 山 a 囗 would 緬 oww 恤囗 $ № u 尾 do 、 Your it the best gift from GOd tO this tip. L00king to your kind reply! BestRegards, Y Xxx 0 ，

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第八章其他案例 280 客户不信任我们想要我们合作的国外客户名字问题： 沙特客户之前没有成交过， 联系 2 年了现在客户有个小的订单但是客户不信任想要一个当地的客户名字， 他要去看看， 给客户回了 1. 这是商业秘密不能透露； 2 俄们的 BOL 到沙特的 （隐藏了其他客户信息） ； 3 ． 给客户发样品； 客户都不同意， 坚决要看看其他客户 ． 怎么回？ 回复思路： 某公司[联系方式已脱敏] NO ， 就算能提供也不要提供， 这是行业潜规则， 不要以为说出来了客户就会下单了， 说出来才是大忌 ． 回复话术： Dear Xxx, Thank you very much for kind reply. ] am very 50 仃 Y but this is our first cooperation, actually [ can't make clear Of main purpose t0 访 our customers. (ActuallY can name any 0f customers in Saudi who is selling the same our products, you can't tell the difference, r[联系方式已脱敏] ） ， but pl trust [ 山 n't want t0 山 t you. (Your g visiting attention rnakes me a little worry t00, as there are a 0f 0 competitors whO always get customer information from our side) ， 《 really hope you can understand, sure ifyou worry about the 螫 r ． we can proceed the d through Ali № № wh0 will protect your money if you receive wrong goods damage goods. YO 豇 reply on the confirmation would h[联系方式已脱敏] appreciated. Best Regards, Yours Xxx 案例 281 战略合作问题： [角色已脱敏]， 我们想跟客户谈战略合作关系， 客户也很感兴趣， 但是需要投资更多的硬件措施， 如何让客户理解我们呢？ 回复思路： 让客户投资你回复话术： 0 0 ，

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第八章其他 Dear Xxx ， Thank you very much your interest in project, and 1 № 吒 much conf[编号已脱敏] in our coming strateg1C cooperation. FranklY speaking, it is a go chance but a b[联系方式已脱敏] ？ lt means that we need investmore, like engineer team at [ adding 5 professional persons package update better products, besides, we need t0 improve our office environment and benefit in order t0 attract more professional employees etc, 町 you can image that we need more money, may I ask a v 豇 whether in ] ， and would pay back ． Sureyou also can share some special r[联系方式已脱敏] ， details, we can negotiate ， how do you 山 i ？ YourssincerelY, 案例 282 激活老客户问题： 有客户前两年下单， 现在怎么发邮件都不理了， 应该怎么办呢？ 回复话术 Dear X ， Wish you have a nice day and everything goes well. [ · tO say thatyou the onlycustomerwhocameinto mind in I d[编号已脱敏] your last order is in xxx(month) 201 & that. my world was without Y 佣， but you never went out 0f my mind. Sure ， we had a ¥ ' happy cooperation 山， I really w 佣尾 love “ you more service with my professional product k 閬 w | and experience, anyway I didn't have the 曲 ． 丨 didn't know why today I seemed to some tips 什硼 G0d （如果客户是欧美的用 G ， 中东的用 Allah) .youmayhaveotherreasonswhichmayneedmyhelp,butinthepastoneyearlneverhadthis idea, suddenly the guilty feelings pumps from my heart, this is why I am writing you this [联系方式已脱敏] If you meet any difficulties then but I didnt “ m.v help ,which may help YOu on them, at 1 I should № a cha.nce tO say SOITY. Your reply on the confirmation would a Y comfort message t0 my heart. L00kingforwardtoyourkindreplY. Best Regards, YoursXxx 0 ，

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第八章其他案例 283 某公司直接下单问题： 合作好几年客户， 从未来中国， 某公司业务员开发到客户， 某公司 ． 某公司报价低， 某公司下单， 某公司老板， 工厂老板也答应不会直接和客户联系， 业务员本身处理也有问题， 工厂升价， 某公司砍价， 直接报价， 某公司了 ． [角色已脱敏][姓名已脱敏]， 某公司该如何应对， 我让 Maggie 发邮件客户， [姓名已脱敏][角色已脱敏][姓名已脱敏]， 订单有 10 多万美元 ． 回复思路： 以不同身份发给客户邮件， 表达我们对客户的重视， 回复话术： 业务员写： Dear X ， I really really appreciatedforyour me since la 4 Y · lveryvery cherish Our cooperation relationship, like this & deep. SO ， we held a meeting with our team. and my manager Xxx will write 加 Y0u directly ow our sincerity. lflbringany inconveniencetoyou,pleasekindlyforgiveme. a you very much. Yours sincerely, 销售[姓名已脱敏] Dear Xxx, Howareyou? is sales manager XXX （经理[姓名已脱敏]） on h XXX 某公司名字） ， it is glad and my nort n 。 w 行 〗 （业务的名字） .weallappreciatedh[联系方式已脱敏] [公司已脱敏] is improving b[联系方式已脱敏] and b[联系方式已脱敏] Today, our whOle team d[编号已脱敏] a meeting and discussed order 、 theresult is that we still k 卩 such 而 US$xx 某公司同样的价格） foryourspecially,eventhough our material st h[联系方式已脱敏] 15 ％ and exchange rate downa frankly speaking. wed[编号已脱敏] that 0 山 er clients have t0 raise 5 ％ ， wedon' thavepr0fittopayregularexpense.Even.since last 4 years cooperation, [公司已脱敏] ？ Whether we are a reliable stable supplier ？ HOW about our i communicalion ？ 0 ，

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第八章其他 If our 娌 representative working performance is not go ， please just share your idea with me, I have 蜘 t 巧 change another guy and you happy 、 please kindly consider my sincerity and continue t0 姒 up ga & long & deep cooperation relationship with you, we are partner. How do you think ？ For d ， we w 尾 pay much attention and put it intO production [社媒账号已脱敏] pnor, that is, YOu will the first paztner tO get order once we back from CNY holiday, whether it is go you ？ Finally,Ireallywanttoexpressitthatwedon' twanttolostyou,andpleasegiveuschancetoproveit 飞 № t n 山 tt 釕即 d tter ． Thousandsofthankyou. Y 佣吓 sincerely, xxx （经理[姓名已脱敏]） 老板写： Dear Xxx ， BestgreetingsfromAnna,[姓名已脱敏]' sboss.Nicetomeetyou. Please kindly accept my b[联系方式已脱敏] sincerity thanks and ] appreciated h[联系方式已脱敏] your always best support since 4 Y ， it is a b[联系方式已脱敏] me that don' t invite YOu tO come tO 访[公司已脱敏] Or dOn ． t to USA tomeetyou specially ， fault. ho that chance that meet facetoface,whynot? 1 e two days, our whole team d[编号已脱敏] serious meeting tO discuss your order and cooperation relationship, I found that my team made $ 0 stup[编号已脱敏], as you are our VIP clients, if have any price changed ju 殴， 山 should applied best best price for you from me. So ， with this chance, 丨 w like t0 give you all priority, especially, price ， if are not satisfied with something, please tell me directly, and pl 跹 believe that will our best to solve it foryou in the future, and I would love 加 take participate in it and can bring good profit and let us earn mOney together. your d if available, whether take almost orders into cons[编号已脱敏] from our side ？ [公司已脱敏] can 山 and we al can dO whatever price[公司已脱敏]. Thousands thank YOu for still giving uS chance again. IamlookingforvardtoseeingyouonedayinChinaorUSA. & Regards ， 0 ，

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第八章其他案例 284 如何重新激活客户问题： 我们之前有一个比较大的客户， 合作了 3 一 4 年， 某公司加工质量问题客户跑了， 某公司品质得到了很大改善， 现在就是客户不回不理我们， 已经好几年没有联系了， 某公司实力很蛮强的， 订单量也是比较大的， 现在不知道要怎么去激活他回复话术： Dear Xxx, Wish you have a nice day and everything goes well. Time fli ， it has been more than 3 years after our last communication about the XXX toOl. Ln the 3 years, [ [公司已脱敏] shOuld have had a lOt Of 曲 an ， [公司已脱敏] developed very very very much under YOur support. Please allow me say that my bOSS would love tO forward his late a 凶 1 佣 y tO YOu, because he [联系方式已脱敏] YO 豇 help in 2016 ， actually he didn't want tO [联系方式已脱敏] very much, but we didn't have the enough technology tO meet your requirements ， [联系方式已脱敏] was his b 〔 choice 山翱 ． [公司已脱敏] invested a 10t (much more than imagination) in improving ourselves, [公司已脱敏] meeting (h[联系方式已脱敏] 邑 meeting), just because Of you then 0 匿 company had a totally different development. (Maybe you didn't know, but it happened). the purpose [联系方式已脱敏] time ： l. Try and forwardthe "thanks• toyou. 2 We al would love t0 t0 build the cooperation withyou again, becausemy boss think we should have the ability tO meet YOur requirements tOtallY. If read this [联系方式已脱敏] tO get back t0 (one day when come t0 China again, my would very love t0 meet YOLI once more t0 show you our difference in the past 3 years). L00king forward t0 your kind reply. Best Regards Yours Xxx. 0 ，

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第八章其他案例 285 激活潜力客户问题： 给比较有实力的客户的开发信或者激活潜力客户的邮件， 回复话术： DearXxx, BestgreetingsfromJudy/ 某公司的英文名字， and hope this findsyou all fine. Sincewetalkedlasttime,thereareseveraldays(weeks)passed 唄体的看你们的日子） ， [公司已脱敏] website and lucky tO listen your 5t00 and admire a with your 而山 experience, even, your amazing dream for your dealing with present business ， I believe that your dream would come true and business would be b[联系方式已脱敏] and b[联系方式已脱敏] You are my teacher and 1 want tO become the person like you. lnfact,lamdazedanddon' tknowhowtodonextstep ， ifpossible,couldyoupleasesharemeyour worries and difficulties, as you can image that we really want to 面 business wi 山[公司已脱敏] with our b[联系方式已脱敏] p advantage. 1. We are the FIRST rnanufacturer 0f flocked swabs & VIM and al 匐 own FIRST registered FDA in China ， we have much experience on OEM & ODM order ， and has cooperated with many famous brands like Wells Fargo Bank, American Express, Nissan, SKODA etC. 2 ． Whatever 什 om GOOGLE & 某平台 or ano 山 B2B channels even custom data, you will find that we have the b[联系方式已脱敏] productivity available in China, and each month output Volume （每月的产能是多少？ 具体数值写出来） ， ifyouchoosecooperationwithus,youwillfindsafe&fast&effective.mter time is 3 ． From SNS channel or another media ， we leamed you are a global health organization and committed tO save lives and reduce the burden 0f disease in low and middle income countries, we appreciated a 10t 0f your contributions tO world health. You are wonderful ！ AI 町 I would love tO tell you that this principal is in [社媒账号已脱敏] [公司已脱敏], [公司已脱敏] also d0 charity tO the people 什 om all over 朊 world which need tO help[公司已脱敏]. 生 I can image[公司已脱敏] as same feeling as me, if possible, could you 司跹 consider tO place 20 ％ rate from your whole order ？ Why I sa[编号已脱敏] ？ A 01d sayingfromChina ： don' t put all eggsintoonebasket. lbelieveinthatyouunderstanditdeeply, and we r 11y hO that we can help YOu bear some risk 可 1 t. HOW dO you think ？ 某公司或者供应商的实力 ． Besides, we would like tO promise Y 開： 0 ，

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第八章其他 1 refund if quality 《 as pr 小 ． 1 佤 r lac 旧 refund if any defective 1 refundifwe missed YOur t date. 5 m 小 “ n 山， we can mp 《 Frommyheart, Y “ I believein that br[联系方式已脱敏] andw[编号已脱敏]ßureifyouhaveanyworriesordiffculties,wewelcome any[编号已脱敏] sugßtions from you. Thankyou ven' much. Appreciated a lotforyour my 山 ou 50f thanks. Yours sincerely, 案例 286 鄒箱被黑后续如何取得客户信任问题： [角色已脱敏]， 我们的[联系方式已脱敏] 1 个月， 骗子利用最近的发货信息， 发了几封邮件给我们客户索要 PO 文件， 我之前向我们客户解释过这个问题， 已经报警了， 但是给客户的感觉还不是很妩因为会影响后续我们的合作的信息安全性 ． 回复思路： 告知客户即使你不选择我， 同行也会面临如此情况以及给客户心理安全， 这个人被经常抓住了， 回复话术： Dear X ， kitmeverythinggc—wellatyourside. Appreciated h[联系方式已脱敏] Magnus's help and avo[编号已脱敏]. M Cheng d sn 、 belong t0 XXX ， she used our XXX name tO send YOu il on 3 h c ． 2020 ， When 艹 received this i 《职[公司已脱敏] 尾 a urgent meeting.build a group 蜘 handle this i and improve our [联系方式已脱敏] system. We already provided all relative proof police on 〗 h D ． 2 0 ， at the same t our some competitcrs a 《匐 happened same issue during end last year. As as I know until nO 山 Guy has beencaught Thank you very much your b[联系方式已脱敏] su and kind cooperation all time. Y 佣 sincerely, 0 ，

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第八章其他案例 287 客户除了价格， 都不回复， 如何跟进问题： 有位客户是贸易商有报了一年的价格了吧， 但是都没有下过单中间也有跟进也有询问客户是否是价格或者其他什么问题？ 客户都有阅读， 但是依旧不回复任何除了报价的邮件， 也一直发报价， 请问这种情况这么突破， 让客户能回复我们具体原因并且有可能进行一次试单？ 当我们遇到那些只问价格不下单的客户， 一定要利用话术将客户架在 “ 道德 “ 的边缘去撬动客户 ． 回复话术： DearXxx ， Wish and go well. lhank YOu 跹 much for your kind patience ， YOu sent us XXX times inquiry abOut our Xxx Products in 山 e oney 匚 Time flies. it has some time after previous [联系方式已脱敏] reply. As YO 盯 professional and responsible 翩 every time when you sent me the questions or any help you needed from side ， I would reply immediately as soon as 1 could, [ do believe I am doing the r[联系方式已脱敏] things as your sal ． 1 山 i my e in this order should not exchange YOur silence except the inquiry,we should not get 佣 IY inquiries and without any reply after quotation, we already spent much time in this order ， I d0 believe both us tO valuable,r[联系方式已脱敏] 1 really hope could “ us a chance t0 Start a trial order SO that we could know more 0f each other ， it is not a bad idea 加 have a backup supplier, how d0 you think? L00kingforwardtoyourkindreplY. BestRegards, Y 佣 X双@ 0 ，

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案例 288 安到客户问氍当客户身边的朋友 ． 亲人， 家庭 ． 国家发生了不幸的事情后怎么办？ [角色已脱敏]， 我的黎巴嫩客户， 刚刚发给我很多关于他们国家昨天发生的悲惨爆炸视频， 我该怎样去安慰客户？ 昨天他跟我说出现经济危机 ． 我安慰他希望能够度过难关 ． 我跟他说以后有需要帮助的话， 记得我们 ． 今天他分享了很多悲惨视頻给我， 我看完视频胤惊呆了我该怎么去安慰他？ 回复思路： 当我们外贸业务员遇到这些情况后不用怕， 当然如果这个时候我们还是赤裸裸催单那肯定是会给客户很差的体感， 这个时候我们可以利用 “ 无招胜有招的的逆向思维 “ 曲线救国， ， 成功利用关心客户的这种话术撬动客户 ． 回复话术： Dear Xxx ， I am awfully 旧 Y t0 see 山 is news watched the 访 d in our Head[联系方式已脱敏] my eyes controlmytearsafterwatchingit. № ay ， pl believe Allah is watching all 0f these, the most beautiful things always needs a lOt 0f Ups and Downs to make us 嘶 on r ， pl 跹 always keep in mind that Allah would help tO pass the difficult time and tum a new page YOu, all Of you, all over the world. A11ah that we still have the chance t0 change, as a small business girl 丨 d0 know that the only way 加 change the w 尾 is t0 change 佣 r first, keep ourselves leaming more knowledgeable, which is the best and quickest way tO change ourselves tO be more 0w1 囡 g b stronger. 1 am ， sorry but [ really how tO comfort you better, I would love tO send you a № 0k as gift, ] will send it t h with your goods. YOu don't order, then I will send it directly tO Y0u by Express). lhopemylittlehelpwouldhelpyou,yourcountrytogetmorebrief: we will succeed in turning intO a more beautiful tomorrow. Best Y rsX 双 0 ，

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第八章其他案例 289 产品部分外购， 客户怀疑， 如何让客户有信心的从我司购买问题： 碰到一个客户， 已经合作一段时间了 ． 某公司自己生产的， 一部分是外面采购的 ． 最近我们有个新品因为没找好供应商价格报高了， 后来找到好的供应商价格又能接受客户目标价了， 以为客户就会下单了， 但客户突然让我们要坦诚地告诉他们哪些产品是自己做的， 我们不知道该如何回答才不会丢失这个订单？ 回复话术： Dear Xxx, 'lhank you very much your kind reply. Actually 100% products are produced by our f 茈 t we are an Alliance factories ， not only one can take all of the production 0f the goods, that is why we together ni this Alliance tO meet the marketneeds,wecanalsogetstrongertogether. That means all these factories, we are tO sell at the same price all the items. 丨 hope YOu can share understanding on it, 司山 our Alliance can you all the items that you need SO that we can OW together, more markets. Looking forward to your kind reply. Best Regards, Yours Xxx 案例 2 因为价格问题客户觉得我们欺他问题： 碰到一个客户， 已经合作一段时间了 ． 某公司自己生产的， 一部分是外面采购的 ． 最近我们有个新品因为没找好供应商价格报高了， 后来找到好的供应商价格又能接受客户目标价了， 以为客户就会下单了， 但客户突然让我们要坦诚地告诉他们哪些产品是自己做的， 我们不知道该如何回答才不会丢失这个订单？ 回复话术： DearXxx, Thank kind r 0 ，

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第八章其他 Actually 1 prcducts are produced by our factories ， we are an Alliance factories, not only one can take all ofthe production 0f the goods, that is why we get together t0 organize this Alliance to meet the marketnæds.wecanalsogetstrongertogether. lhat means factories, we are fix to sell at the same price for all the items. I hOpe can 曲 e understanding On it, please dO trust our Alliance can Offer you a11 the items that YOu d al t0 山 er ， share markets. lmkingforwardtoyourkindreply. BestRi*ards, Y Xxx 案例 291 Dear Jo № ． GØdmoming. 买临近春节提醒客户下单备货 Based 佣 our Y 巧 ' [公司已脱敏] production 什 om November tO next M 豇山， due 加 the strict environmental protection policy here in China. Meanwhile, the Traditional New Year will started in February, all the factories in China will stOp production 15 ． 30 days, which means most the factories are unable tO make normal production for almost two months during this period. 1 will result in a 曲 a 印 rise in raw material prices and the short Of stock. order keep the w i and shorter delivery time our regular customers, we are i t0 stock raw materials and produce some regular models in our stock before November. Could you pl “ me know your purchase plan the second semester of 2020 our reference? 111 e information will quite helpful 朊 us schedule the production. Waiting kind reply. Best regards, Y 0 Xxx 0 ，

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第八章其他例 292 客户多次逾期付款 DearJohnSmith, On 5 JulY sent invoicefortheorders rendered. 1 invoice numberwas INV 一 2020 the total amount was 8 ， 6 ． ． I am still yet t0 receive payment these invoices, nor a reply my previous [联系方式已脱敏] According t0 the payment term.s on our & 1 凸 Confimation, a late payment penalty now applies, making 仳 “ al ： 9 ， 4 ． OO ． PI send 祀 nt ASAP ， contact us if you are having diffculties and we will happily work on a *)lution together. We'll contact you to follow up if we haven't r 戗 e payment by July. YOur immediate response will appreciated. YOurs Xxx 案例 293 DearJohnSmith, 无法提供客户要求的产品 / 订单数 0 太少 k [Productname]. UnfortunatelY, we are 《 able i the product you inquiried at this time. The product you requesteddoesn' tquitefitwiththetypeofproductweusuallysupply,andwedon' t accept d quantity less thanlü 〕 [公司已脱敏], and we wishyou the best Of with YOur endeavours ！ B 凶凝 rd Yours Xxx 0 ，

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第八章其他案例 294 买客户收到货物后发现实际数量与订单数不符 Dear John Smith, 1 have received your complaint t “ 山 t sh kl l'm really about yourdisappointment. e has t0 a 1 explanation what happened as inc[编号已脱敏] d 1 happen every day. t0 invest[联系方式已脱敏] the matter and find out the true “ of this confusm Your will dealt with in a 嘶 and urgent fashion. Whatever the reasons are, a t y will № id ． We n•t compromise customers' satisfaction under any circumstances and 秕 will make that you'll walk away 什 this experience 山 a b[联系方式已脱敏] face. This is a really rare and unusual situation. Rest assured that it happen I value business and regret losing it. Pleaseallowfor[2days]whilewecanyoutthenecessaryinvest[联系方式已脱敏] understand situation.l will get № 虫 t0 shortly and inform you about our 6 and the steps that we will 1 e ． regards. Y Xxx 案例 2 ％ DearJohnSmith. 买客户反复多次， 对已经确认的合同进行修改 Thanks 攸 sending 佣蜘帷 new requirements/ amendments 佣 the 0j t 一 we ， re definitely happytoamendthecurrentcontracttoreflectthesechanges.l' veout[联系方式已脱敏] proposed ： 旧虱 cmnges] 上殴， thesenew amendmentsactuallyrequireustodrawupanew contract, which will takeusafewdayst0finalise.Thepricewillalsochange.Sincethisisthefifthcontractwe 、 edrawnup frthisproject,weaskthatyoupleasemakesureyou' ti wi 山山 enew 义 0 皿 d requirementsforthis f “ “ a Wewouldhateforyourpmjecttorunbehindschedulebecauseitwascaughtupinthecontractstagel 《必 “ k 閬 w Y ， rehappywiththesenewrequirements,andifyou' with thecontract. Thankyoul Bestregards, YoursXxx 0 ，

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第八章其他案例 296 买由于业务人员的不当行为粤致客户投诉 Dear J0hn Smith, Pleaseacceptmyapologiesfor a [ J. I agree with you that it was totally not acceptable; however. assure you that 山 is a sin 1 incident. We don ， t “ d 螫 such behaviour. 汜 inappropriate t № 《 that were expressed are 1 in [社媒账号已脱敏] our mission and views. We train our staff very well but sometimes bad thinæ happen. Inresponsetothisunfortunateincident,wearewingt0[refundyourmoneY,giveyouadiscountJ.Also. the n 0 disciplinary actions have been t 酞 ． We will make 5 盯 e t0 impl 建 additional precautionstoimproveourservices.lfthereisanythingthatlcandoforyou ， pleaseinfonnme. Thank Bestregards, Yours Xxx 案例 297 买新客户询价， 要求提供报价单及产品图册 Dear J0hn Smith ， Firstofall,wewouldliketoexpressourthanksforyourinterestinour(productnameJ. Regarding your inquiry ， we are happy ovi you our h e and our W le le price li<. Please note that Y0u askedfor.Bothitemsareattachedattheendof this [联系方式已脱敏] ln addition t0 the items above, we have also enclosed a ca (prßenting different types [productl available) and our Logistics guide[联系方式已脱敏] product. We believe that this will help tO YOu. We № our r 碼 P has satisfied your request. 訃 ld there any question. please feel 什 contact Welookforwardt0hearingfromyou. & regards, Yours Xxx 0 ，

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第八章其他由于产品包装不当出现破损导致客户投诉案例 298 Dear J0hn Smith, On behalf of everyone at [ABC CompanyJ, I want t0 apologize for the defective product that you received 什 om us ] week. This situation is certainly unusual and we are really the inconveniencethatmayhavecaused. At(ABCCompany]westriveforourclient' ssatisfactionand prioritizetheirneeds. As a result. we are going t0 (refund your money, replace the defective product]. We owe this and if 山 e is anything more that we can d0 in this regards, p [ d0 inform us. lt ， salsoworthknowingthatwe'llmakesurethattheworkingstaffresponsibleforthisarewellaware Of their mistake and its consequences. There is no compromise when it comes t0 the satisfaction of our clients. Bestregards, Yours Xxx 案例 299 Dear J0hn Smith ， 给客户发错谩信息， 如何回复 On behalf 0f the management 0f [ABC Companyl, [ apologize the inconvenience YOu experienced due t0 the wrong information you received 什 om our sales team. You are important tO us. The unpleasant experience you had was not intended. however, we will take full responsibility for it. Please kindly accept our deepest apologies once again. Please kindly let me know when it would be convenient tO put a call through t0 you t0 further discuss this matter. la k YOu YOur kind understanding. We lOOk forward tO hearing from Y 哋 Warmregards. General Managerat ABCCompany 0 ，

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第八章其他案例 300 对已中止合作的客户进行再次跟进、 开发 Dear John li 山， lt has been a while since heard 什 YOu. We value YOur business and want tO make sure we provided you with best quality (Product namel as well as a positive customer 巽 experience. We would like tO apologize if we haven•t provided either inthepasttoyoursatisfaction. We are committed tO improvement and have since 卩 ist changes made since last order]. 1 have a 曲山团 additional information related to [improvement] your reference, and 1 would like to “ [special “ ] in return for giving second chance. l-ookingforwardtohearing Bestregards, Y Xxx 278 0 ，

