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客户跟进技巧与建议(四)

浏览数量: 2     作者: 本站编辑     发布时间: 2024-01-29      来源: 本站


40 客户说没收到终端用户反馈,如何跟进

询盘来源国家:dubai

产品行业:hairdryer

买家询盘:  
 Dear XX,  Thank you for your email.     I have not got a feedback from the end users yet.     Kindly change my contact email to the following:     XX     Best Regards  

供应商回盘:
Hello,XX,  I’m sorry to push you again. I really don’t want to lose this chance of doing business with you and I’m sure I’m exactly the right person to help you to build your own brand in your country. Pls advise what’s going on with this project. I’m eager to know the test result of hairdryer sample . Your earliest answer will be highly appreciated, because it’s going to create great chance for you, as well as for me.     B.R     XX

回盘备注:您好,老师,  情况是这样的,这位客户一个月前在我们的迪拜展会上买了样品 ,我发邮件问下他样品的测试结果,他的答复就是您看到的第一封回信。像这样的回复,是不是没有希望了呢?改如何跟进呢?请指教!

专家点评:Hello,
虽然不能排除有其他情况,但还是感觉你稍有点着急了。不知道这个样品的量是多少?当时客户是说用什么方式做测试的?测试哪些纬度?一个月的时间,他是否是先推销给用户购买呢?加上销售时间算的话,这个时间确实很短,买家说的还没收到终端用户的反馈应该是正常的。这个时候你光催也是没用的,相信客户也很盼望你们的产品受市场欢迎,这样他既有利润空间还省去了再去开发其他厂商产品的成本。如果你们有比较好的帮助客户规划市场或获取用户反馈的建议,例如其他客户的成功经验等,不妨给客户具体提出来,产品是否被当地市场认可,现在对他来说才是他最关心的。要始终明白,你的利益是建立在客户的利益之上的,如果他没有利益,那你们的订单就是空谈。

41 客户拿出同行报价,连我们的原料价格都不够!

询盘来源国家:巴基斯坦

产品行业:办公用纸

买家询盘: Respected Ms.XX.   Acknowledge with thanks the receipt of your quotation of wood pulp quality ncr paper. At present M/S.XX paper company limited,Shandong have supplying their IMPRESSION ONE BRAND ncr paper of MIXED PULP quality in our market at very low prices. Presently their price of CFB is @$0/- per m/ton c&f Karachi Net/Net.   Thanks & regards, XXX.  

供应商回盘:Dear XX     Thank you for your support  We are direct factory of carbonless paper in sheet with 7 years experience.I enclosed our quotation for you.Please study it and i will give you detailed information for you upon receipt your reply.You know ,different material have different price.so i hope you can see our sample and then decide wheather the product is good or not.          I will arrange the sample after your corfimation.And i am of service at any time for you.      XX

回盘备注: 这个价格我们连比这个差点的原材料价格都不够

专家点评:这个价格对比是你的感觉还是有根据的判断?两者区别很大,话语权是建立在对专业知识了解的基础上的,因为不能排除不同的工厂控制成本的实力确实不一样。如果确实有依据,那么,你对市场上的同类产品了解有多少?如果你想说服买家,你肯定需要拿出论据,例如市场上同类产品有几档,分别是哪些原因决定了各自的成本和价格高低,你们的产品是哪一种,你们是否也有同类的低位的同类产品,有没有什么数据可以支持你的观点,例如原材料行情等。如果这些内容你自己也不清楚,要买家认可你的可能性就比较低。

两个细节描述注意,一,你说买家回复你后再给详细消息,建议还是优先直接给出,因为很多时候你不知道会不会有第二次机会;二,你说买家看到样品后才能分出好坏,那你用什么理由让买家有兴趣看样品呢,需要你先把优势描述出来,买家才会有期望空间,单纯那么一句话并不容易打动客户。

42 回复询盘一定要看清楚客户的要求是什么

询盘来源国家:USA

产品行业:钢铁

买家询盘:    Dear XX,   I'm interested in your product(s)     cold rolled steel sheet  Cold Rolled Steel coil SPCC Q195 material width:600-1000mm thickness:0.17-2.0mm side milled surface oiled   Hello,  We are looking for manufacturers, who can make products according to our customers specifications and also to the requirement of market, we are ordering a number of your products. If you can offer the order please reply to us as soon as possible to my below company email (xxxx). And we are glad if you can also have your company’s website enclosed or your latest product catalogue for our review.  We would send you the detailed order for your quotation.  Regards.  Mr. XXXx

供应商回盘:   Dear XX   Thanks for your inquiry.  Knowing that you are on the market for power tools in Virginia and need CRC coil or strip.  We specialize in this field  since 2006 and with good quality and pretty competitive price.   pls find the website    http://xxxx   For the most  popular sizes are  0.3mm*1000mm 0.4mm*1000mm 0.5mm*1000mm  Any questions just email me or call me  Best regards  XXX

回盘备注:客户没给任何尺寸,从网站上得到他们公司的信息很少,只知道是贸易商做刀具,我联想到他们买钢卷是为了做刀具。  对方公司信息很全,还有本人照片,感觉询盘很正规。  请问老师,碰到这种没有尺寸规格,但是又是要我们网页或者产品目录价格的客户,从哪几方面去回复好。

专家点评:这条询盘客户表达得很明确,是希望先与有相应能力的供应商取得联系,再提供产品的具体要求。所以回复的时候不必刻意追究产品方面的内容。看清客户的目的,客户关注的是有相应的设计开发和生产能力,跟进的时候要以介绍这方面的资质为重点,不要用good quality,competitive price这样模糊的描述,谁都不知道你的好是什么概念,用具体的事实和数据等代替,介绍自己是否可以根据客户要求设计和生产产品,客户还提到如果有最新的产品介绍或产品目录参考更好,那你可以选择一款代表产品,突出介绍自己在这款产品各方面的优势,让客户认可你们的实力,才能换来客户的合作意愿,你现在的回复完全没效果。

43 这样的客户可信吗?

询盘来源国家:英国

产品行业:羊毛面料、服装

买家询盘:Dear Sir or Madam, we are UK/European based agents with over 80 years combined experiences within the textile industry.  What we are looking for is well experienced factories what can support our company and clients we have connection into some of the largest manufactures and retailers in UK and Europe The factories that we want are not already working directly with the UK market and is wanting to expand into these markets  The factories must be willing to send their full collection to us here in the UK and must be able to support our clients hanger and sample request and development request without delay's.  Textiles Apparel is here to give full support to you and the clients   We have Miss XX here who is our sales director, XX has been in sales for 15years  Me mr Lee  is the sourcing and production director i have been in this industry for 23year  We also have Mr Lee Snr that is financial director Mr lee Snr has been in this industry for 45year  With our experience we have been able to support our clients and our suppliers at the highest level this means long term and confident working relationship i hope that your company can come part of our team.

供应商回盘:Dear Mr Lee, Thanks for your email of XX 29.  Due to the amount of the fabric and garment of our company is too large,I send some of them to you as a sample.   You can also give us some samples or pictures of you want. Enclosed please find a copy of our  catalogue .  Best regards,  XXX

回盘备注:该公司自称有80年的该行业经验,希望我们与他们的合作方式是独家供应商。同时称他们的客户大多也是英国中高档服装等公司,订单量还是相当大的。 我们向他们提供了我公司一些典型代表的面料样品。收到后该公司负责人就向我说明已经移交给他们的销售部门,后来就没有音信了。 我后来有发邮件给联系人询问,他说他已经把面料样移交给销售部,如果有消息销售部给他消息他会再联系我。当然,直到现在也没有联系过了。

专家点评

1,不知道除了这封询盘,还有没有跟客户沟通过其它的内容。

2,在给客户寄样品之前,有没有做过客户资料的核查。

从这条询盘上来看,这并不是一条专业的询盘,客户从头到尾都在讲自己市场多么强多么大,自己的合作伙伴如何如何,但几乎没有提及到专业和采购要求方面的内容,说直白点就是吹嘘,如果没有进一步的沟通,我会判断这个询盘有问题。

通常拿到询盘的第一步不是想如何跟进,而是辨别询盘的真实性,通过内容描述,联系方式查证以及你外贸经验中积累的直觉来推测,如比较可疑,则需要求证后再进入实质跟进阶段,更不建议直接发样品,现在的骗子很多。求证方法可以采用问客户专业方面的问题,和市场结合在一起问,例如我们的XX通常有XX和XX面料的,不知道你们的市场哪个更受欢迎一点,可以埋个小陷阱,故意把专业的术语或内容说错,看对方对不对辩认出来。

另外还有些行骗手段,买家会装做规模很大,很强势,就让发样品,不出任何费用,会说你们想做生意就在要在乎样品投资这类的话,资料会模仿国内的大公司,但个别细节如邮箱却与那个大公司不符,并且强调不让打电话打了也不接之类的话,这些都是骗子的伎俩。要注意识别。

44客户是中间商,多次沟通产品和价格后没回复

询盘来源国家:以色列

产品行业: 建筑、管材

买家询盘: Steel tube, black 8'' dia 4 mm - VICTAULIC Necklaces, Style 75     L = 9000mm 40000 METER  2 –Définition du produit :       - Tube enacier, noir, soudé selon génératrice en longueur de 9 mètres. 40000 mètres DIA8’’   4 mm ( équipéVICTAULIC DIA 8’’R MOLETE,    éprouvé: 50 BAR, aveccertificat 3.1.b,        - Colliers VICTAULIC, style 75 ou   équivalentcomplets avec joints et boulon s

供应商回盘:这个产品是我们替国内的外贸公司做的,现在其他客户有需求,我要怎么回复邮件。

卖家困惑: 客户第二封邮件:  A      The pipe is for cooling water system for a tbm machine I need it in 9 meters length  8'' dia 4 mm (8'' DIA equipped VICTAULIC R knurled    with victaulic knurled in both sides I ned the price in port ASHDOD ISRAEL B        4500 units  easy connector 75 with screws and gasket 8 inch   I remind you that I am an international intermediary agent and that as such, I take a commission of 3% on all concluded affair.  Please, let me know, as quickly as possible 我回复给客户的第二封邮件:  Dear Mr Arie Gotlib,   Pls kindly refer to the price as below :    A .  +Product  :  Welded steel tube with victaulic grooved both sides.  +Material  :  Q235 +Size        :  OD219.1mm x THK 4mm x L 9m x Qty 40000m(849ton s) +Price       :  USD730 /ton FOB Qingdao port China including 3%commission                     USD850 /ton CIF Ashdod Isreal including 3%commission  Package    : Bare pipe be loaded to 40ft container (3000usd/ 40ft ctnr)                    Totally need 33 containers x 40ft .   B. +Products   :  VICTAULIC Connector with screws and gasket  +Style         :  75  +Size          :  8inch  x Qty 4500units +Price         :  USD31.96 /piece FOB Qingdao port China including 3%commisson                       USD32.52 /piece CIF Ashdod Isreal including 3% commission  +Package    : 80 units per wooden box be loaded to one 40ft container.                      Totally need 1 container x 40ft .   +Certificate : Mill Test Certificate.  +Delivery time : within 30days after receiving deposit. +Payment term: 30%T/T in advance as deposit ,balance before delivery.  +The valid of quoation is 7 days .    Hope our price could meet your satisfication and start good business with your esteemed company soon .  Any problem,pls kindly let me know .    Looking forward to your early reply ! 客户回复的第三封邮件:   仅仅对于B 项产品嫌价格高Hello Please check the pictures and send a Best  quote CIF port of Ashdod  ( I need a very good price) easy connector 75 with screws and gasket 8 inch Should be very cheap can be produced in China 回复给客户的第三封邮件:  让他确认他上封信的意思:Thanks for your mail .    I've checked your pictures , that is just the coupling (connector)what I quoted to you.   But your meaning is : it is also ok if the connector is not from Victaulic company  and could be produced by other factory in China ,yeah ?  If so,the price will be some difference, pls kindly confirm to me soon.    Looking forward to your early reply ! 客户回复的第四封邮件:  确认他的意思But your meaning is : it is also ok if the connector is not from Victaulic company  and could be produced by other factory in China ,yeah ?  YES  Should be very cheap can be produced in China 我回复给客户的邮件第四封 报给客户B项产品的价格  Dear Mr Arie Gotlib,    Thanks for your confirmation .  If in that case ,pls kindly refer to the good price for the connector's price as below :    +Product  :   Connector with screws and gasket +Style       :  75  (It's surely style 75,but factory woudnt markt it on connector due to cumbersome things like mould etc,                     hope it could e understood.) +Pressure :  3.1Mpa +Size        :  8inch (DN200) +Quantity  : 4500units+Package  : wooden boxes are loaded to one 40ft container.                     Totally need 1 container x 40ft  for 4500 units. +Price        : USD14.18/piece CIF Ashdod Isreal including 3% commission +Delivery time   : within 30days together with steel tube after receiving deposit. +Payment term  : 30%T/T in advance as deposit ,balance before delivery.   Pls refer to the connector's picture and its package as attached for you.    Sincerely hope it could meet your satisfication. If you have any question,pls kindly let me know soon . We believe could do better for you by our rich experience.  Your early reply will be appreciated !    之后客户就没有回复了,还有该如何跟进这种情况呢?

专家点评:没有回复之后,你是否有再次跟进,客户有无反馈,如果没有的话建议还是再去邮件了解一下。因为之前客户说明了他是中间人,跟你确认清楚产品和价格之后他可能还需要时间去跟买家沟通,而买家可能找的并不是他一个中间商,他们之间还需要一个跟进过程,你需要确认是不是这个原因,邮件中可以问产品买家是否满意,还需不需要自己提供其它方面的支持,这个问题可以帮你打探客户的情况,客户回应的话还能顺便了解到很多信息。
另一个可能性,就是价格最终没达到客户的期望值,在跟其它同行竞争中处于劣势。如果是价格原因,并且没有其他供应商可以选择的话一般买家都会来还价,但有其他供应商价格更优时通常不会回复。而且中间加上了客户的佣金,最终买家如果直接找其他供应商的话价格上你们也没有优势。而价格是硬条件,拼的是工厂的成本控制实力,就看你们有没有条件再降了。客户多次强调必须是very cheap的情况下才会下单,而事实上,中国的价格优势确实在慢慢丧失。

45 根据客户身份判断需求点和关注点

询盘来源国家:India

产品行业:tablet pc

买家询盘:
Hi there,  I am XX, i would like to buy a tablet with the following specs kindlys end in the detailswith the cost.  GPS, Bluetooth, wifi, 3G SIM Card slot, RKchip set or Allwinner 1.2-1.5 GHZ (single or dual core), 9.7 inch IPS multi point capacitive touch display , DDR 3 1 GB, front and rear cam. And other connectivity options.  Kindly mail me the details with the cost to my mail IDxxxxx@gmail.com  Thank you  XXX

供应商回盘:
Hi XXX,   Thank you for your inquiry. As your requirement our GY-97C may be satisfied with you,Specifications are as follows:   CPU: Rockchip3066 Dual-Core 1.6G  Operation system:Google ANDROID4.0 RAM: 1G DDR3       LCD Size: 9.7 inch 4:3, 10 points capacitive touch screen   Resolution: IPS 1024X768 Pixels  4:3  Storage Device: 8GB NAND Flash, 16G/32G optional   Camera: Front/Back 2.0MP G-SENSOR: yes Blue-tooth:yes HDMI:yes (Dual display) 3G moudule: support USB 3G WIFI: 802.11b/g/n (high sensitivity)  Unit price:$00   How do you think about it? Looking for your early reply.   Best Regards, XXX

回盘备注:怎么样向买家进行后续的沟通,邮件的内容主要谈那些,除了回答买家提出的问题外

专家点评:Hello,
你问的关于如何后续沟通的角度太广,无法详细回答,先给一个大概建议,询盘跟进其实就是挖掘发现买家真实需求并解决这些需求的过程,不仅仅是对于产品的需求,同时包括价格需求、贸易细节需求等,从反面来看,客户最后没有下单,说明对我们的产品或其他方面有不认可的地方,叫做反对意见,但这些原因买家可能会说,更大的可能不会说,所以做为业务员就是去跟进了解买家的看法和意见,设法让买家提供真实的意见给我们,然后再根据实际情况去满足或调整客户的期望。举例买家最后因为价格问题没有达到自己期望,因而没有成交,这就是没有达到买家的价格需求,解决方案是调整价格、说服客户换产品或放弃这个客户等。不同买家的需求点是不一样的。当然这些内容你短时间内理解透有困难,需要实战的积累。
就这封询盘来说,买家可能是个人用户,因为他对产品的要求目标已经很明确了,最有可能的关注点是价格和如何交货的问题了,所以后期可以从这两点出发展开。买家可能的做法是把你的报价连同运费成本相加后去跟当地市场上同类商品做比较,所以要预估自己的产品价格成本对于客户意味着什么,预防方案和后期调整方案各是什么。例如,告知客户总价格,然后给出预估结果并给出参考意见:这个价格可能会比当地市场上的价格高/低,原因是因为……,如果你觉得有疑问,可以参考我们的同类商品……,价格高/低XX%。我们的产品亮点在于……。思路就是这样,具体做法需要你结合自己的行业特点去拓展。

46回复询盘前了解客户需求原来如此重要!


询盘来源国家:Turkey

产品行业:security and protection Video door phone

买家询盘:
Dear Sir, We would like to know if you are a producer or a trade company and if you have a local agent in Turkey.  Kindly provide us your prices with your catalogue.  Kind Regards  XXX

供应商回盘:
Hi, Mr.XXX, Our company  is original producing place in China ,with 11 years experience on the wireless home security  projects and own R&D company to provide ODM service. Also we have not a local agent in Turkey, but we have customer in Cyprus and Israel.   The Portable Villa Home Automation System(video door phone) has two type. One have usual function: electronic lock, full duplex, night vision, waterproof. Another one have special function: photo taken and visitor video record with TF card. Which one would you like to buy?   In addition, please indicate quantity for us to quote.   Waiting for your soon reply.   Regards XXX

回盘备注: 怎么样可以让对方回复呢?

专家点评:首先,询盘只能提升让买家回复的可能性,但不能保证一定让买家回复,因为买家的需求不一样,有的是有订单,有的是暂无采购计划,但是行业采购商,还是会定期收集行业信息等。
具体到每封询盘,最核心点就是回复内容根据客户的关注点来安排,每个买家的关注都可能不一样,而吸引买家关注和回复的关键就在于是否提供了买家想要知道的信息和引导了买家愿意去沟通的话题内容。
就这封询盘来说,买家有三个关注点,一是贸易公司还是工厂,二是在当地是否有代理,三是咨询产品的目录。因此我们分析,客户可能是贸易商,有意通过当地代理采购或发展代理业务,产品定位可能不是某一款,因为对方做销售的可能性更大。所以,你回复邮件的后半部分单独来看还不错,能够推荐并介绍两款产品的异同(但还是少了关键的一环就是成本差别),但放到这个询盘情况下就不是很好了,因为你说的不是客户想了解的,对于贸易商,可能更关注的是产品的市场前景,卖点,利润空间,消费者定位,产品供应及销售支持等内容。那么在介绍产品的时候就可以侧重介绍自己的产品系列范围,各自的大概特征归纳,方便客户了解整个产品体系。

47中间商的跟进以及价格问题解决思路

询盘来源国家:迪拜

产品行业:Crafts

买家询盘:Dear Sir / Madam,  Hello! How are you?. I am XX working in Dubai, United Arab Emirates, i am looking for a quote for the below item(s). if you can produce the below mentioned item, I would appreciate a quick response/quote.  Item : mini genie lamps Quantity: 9600 size : mini sized (please suggest size and quote please branding : 1 color logo material : metal please suggest  delivery terms : CNF by air up to Dubai  Please quote with images of similar product for reference and please mention the sample delivery time and cost, and also mention the entire quantity production timeline.  Thanks & Best Regards,      xxxxx.

供应商回盘:Dear XX, Glad to got your inqury. our products are mainly material is the tin-alloy.gold planted outside of the surface is crystal and diamonds. and the logo is qifu brands.if you want to your own marks,you can OEM. the delivery time is about after 20 days since we recieved the deposit. CNF by air to dubai is no problem. i pick out some items quote to you at the next email,pls check it. about the sample,you can reference the quotation and tell us the items you like, then we can better talk the sample. what do you think.   await you good news. thank you and best regards.   XX

回盘备注:这询盘同时发送给了9个供应商 这样回复有没有能答到点上? 这样发过去之后几天没有回复,我再跟进了一封邮件还是没回复,又过了两天 旺旺在线 问了客户 说是在等待他客户的回应。 这样我应该如何继续跟进呢,继续等吗?  经常遇到询盘有二次回复的,但是都因为各种原因,而没能继续下去,大多数是因为价格,面对此类问题,我真的很不知所措,希望得到老师的指教。

专家点评:Hello,

这类买家跟进有两个难点,一是因为是中间商,为了拿下订单,他们也会尽量多地收集卖家报价和信息,同时,最终的纬度比较也是非常仔细和苛刻的,要求最开始跟进的时候就特别注意细节,在价格和贸易细节上做到最专业和高效;二是中间商通常并不精通于哪个行业,在专业知识上会有所欠缺,最终买家可能找的并不只有这一家中间商,中间商去谈判时就是带着你给他的资料和信息,买家有反对意见时他们很被动,所以就要求前期提供给中间商尽量多的有利信息,你们需要推测买家可能会有的反对意见,在做产品介绍时特别说明,这样是给你们自己也是给中间商加分。从这两点来看,你的询盘回复还是有所欠缺的,不仔细,不准确。

如果是价格问题导致的跟进中断,做两个考虑,一是你们自己的价格计算,是不是专业,是不是合理,是不是有竞争力,现在的卖家竞争很大,很多供应商是因为自己价格计算有问题,甚至业务员根本不了解成本构成,当然处于劣势;二是报价和还价有很多技巧,例如拆分式报价,组合式报价等等,你可以先到培训之家看下相关课程,内容较多,不是几句话能说清楚的。

48不要等第二次机会

询盘来源国家:United Kingdom

产品行业:纺织品,酒店毛巾

买家询盘:    How much would the fob price be for 500/1000 pieces of towel?  What is your delivery period and system to london?  Could you send me images, with the quoation in your email back?  How much for a sample?  Thank you    

供应商回盘:   Hi XX,   Thanks for your inquiry.   Regarding the towel,we can supply   Hand Towel 30*30cm  Face Towel 35*75cm  Bath Towel 70*140cm for the pattern,we can supply plaine white,jacquard,embrodiery.   Pls let me know which towel you'd like,and so that we can tell you have we can ship to towel to you and how much for one sample.   Besides,what your usage for this towel?if you do not mind,pls let me know,then i can advise which towel is suit for you.   b.rgds   XX

回盘备注:买家有的联系方式只有:    MXX好像查不到买家其他的信息。  然后我这个回盘了过去之后,买家就没有回复了。

专家点评:Hello,

买家联系方式只是用来辅助做判断的,但不是必要的,买家有很多类型,也有很多买家在业务意向谈成之前不愿意透露自己的信息,邮箱都要用单独的非企业邮箱,所以主要还要看跟客户沟通的情况。
询盘中客户没有要求产品细节,两种可能,一种是客户有意暂时不透露,这个没办法,只能先跟客户走,二种是客户手上没有确定的订单,在开发供应商和产品,订单可有可无,可大可小,是否买,完全看产品对买家的吸引力和业务人员的跟进。
如果买家看起来很不靠谱,那先试试买家真实性是对的,但如果买家询盘看起来还正常,那就不要想着先试试,等买家回复了再给资料,因为大多数情况下你都没有第二次机会。你们做的产品是大众产品,竞争同行有很多,买家询盘发出来就可以收到很多报价,所以基本不可能去仔细回答你的问题然后再去拿或许对他一点用都没有的答案。
这个询盘的回复,完全可以直接给产品目录,对公司经营的产品系列和优势重点说明,价格,贸易术语,生产交运等都给出参考方案,一步可以解决的问题,就不要分成多步走,客户认可你之前,耐心是极其有限的。回答问题前想好下一步客户可能有什么问题,能不能一起解决掉。

49 客户要求具体,回复也很明确,为什么还是没有

询盘来源国家:Philippines  

产品行业:电器设备和产品

买家询盘:Dear Ms. XX,     Please provide availability and quote best price for the following item     1 unit  Generator Set              Brand:  Cummins              200Kva              3 phase     Please include delivery lead time, payment term and freight charges going to Manila, Philippines     Looking forward for your soonest reply     Thank you     XX

供应商回盘:Dear Mr XX,                    Good afternoon, XX, thank you for your inquiry about 200kva cummins diesel generator.The diesel engine model of cummins is 6CTAA8.3-G2 and the alternator is feihong brushless type of our own brand. The genset is 3 phase. The price for it is fob shanghai $0/set and the cif manila 0/set.                      Now I would like to answer you questions accordingly. 1. the delivey time is 10 working days after receiving the deposit 2.the payment terms, as practice is 30% as deposit after signing the contract and the balance should be paid before the shipment  3. the freight charge is $300/set  and it will take 8 -12 days to reach the port of manlia.                     For more technical specification about our gensets, pls check the attachment. If you have any other questions, just contact me freely.                    We are looking for long term business relationship with you.                    Awaiting for your reply soon.   Yours Sincerely    XX

回盘备注:这个询盘是本月10号的 我见没有回复 就在12号又跟进了一封 邮件发送的时候我勾选了已读回执这一栏 有收到回复说客户看过邮件了 可是为什么不回复呢 很困惑 谢谢专家的指导

专家点评:Hello,

客户的要求很明确具体,很可能是有真实采购需求的,但采购量只有一台,客户也没有介绍其它信息,说明客户可能是直接用户,单次采购。

这类客户首次跟进是不需要什么技巧的,而你的回复也都根据客户问题给了明确的答案,整体分析下来,最有可能的原因就是客户嫌价格高,而且不是高一点的问题。而客户可能是直接用户,单次单台采购,加上运费,综合成本是很高的,不像贸易商可以把样品成本在以后的大宗交易中抵消掉,结果就可能是还不如在本国当地直接买便宜。

你可以再给客户去个邮件,告知对方非常重视每位客户的感受,因为没有收到回复,不知道是哪方面没有达到客户期望,是因为价格太高了吗?这样去尝试确认原因。补充:刚才又看下,还有两点需要注意,首先,客户的采购时间和采购目的没有透露,这两个也是非常可能的原因,例如,客户现在问价格是为远期的采购做准备,或者客户的其他原因,例如周边设施还没建好,或者配套设备还没到位等,因此还需要尝试去了解这方面的信息。

其次,你们的价格计算如何,以前见过很多供应商的价格计算很不合理,结果算出来比同行高很多,买家当然不认账。

50 不要过分怀疑你的客户


询盘来源国家:USA

产品行业:LEDs

买家询盘:  Hi !  I am interested in importing some of your products.  I have some additional questions regarding the 150 watt Led high bay fixture.  Is the LED replacable?  What is your MOQ ?  What is the FOB price to Dallas, TX USA for one unit ( cool white ) ?  Does the unit come with an integral power supply  For factory lighting, what is the most popular color temperature in Kelvin ?  Please send me some information regarding the FOB prices for the different chips, flood lights, and power supplies.  Thanks for your time.

供应商回盘:Dear Mr. XX,   Good day! This is XX from XX factory in China. Glad to service for you. Pls check the answer as below: 1. The led can be replaced with diferent powers and different colors. 2. There is a built-in power supply in this light fixture,so that you just need plug it into your factory power. 3. MOQ:1pcs 4. The most popular CCT is pure white,anyway,it depandson your market or applications. 5. Details about the 150W cool white led high bay light         Input voltage:100-240V DC         Color temp.:7000-8000K        Beam Angle:45/90/120deg (optional)        IP grade: IP64        Price: FOB SHENZHEN 0 USD/PC        Delivery time:5-7 workdays for sample order Any other question or demands,pls do feel free to talk with me. Looking forward t your further reply! Thanks!

回盘备注:这种客户是不是信息收集型客户? 他问一种产品很专业,但是却又在邮件的最后要求其他的资料,不知意图。 回复时需要回复全部的问题吗?还是只用回复他最关心的问题? 希望老师指点,非常感谢!

专家点评:Hello,

我们只能推测客户的意向,但不能下结论,所以没有最后判定前都要当做有需求的客户去跟进。而且这个询盘所问的问题比较具体,意向应该还比较高。
客户所有的问题都要回答和响应,不能够或不适合直接给答案的要给出响应,告知客户你对问题的处理方案。问题出现在询盘里一定有它的必要性,不要忽略客户的任何一个需求,你不知道它对客户有多重要。
客户要其它的资料说明有考虑采购其它产品,或许现在,或许将来。没有完全的论据前,就不能质疑客户,不能质疑客户就要当真正有需求的客户对待,你当然知道问题怎么解决了,应该尽可能地满足客户的需求,帮助客户解决需求是卖家的根本义务,否则他为什么跟你合作。

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