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Unit 1 Establishing Business Relations 1. Self introduction Dear Sirs, This is Water from SHV Company. I’ve been working in DVD field for more than five years. Hope that I can serve you with my professional experience from now on. Please feel free to study our offer as below. First of all, I would like to introduce you some information about our factory. SHV Company is a professional manufacturer in producing Portable DVD Player, covering 7’, 8.5’, 9’, 10.2’. And SHV got the supports as below. Staff Number: over 300 Production lines: four lines Monthly capacity: 60,000pcs Quality control: FCC, CE, EMC, CCC, RoHS Factory management: ISO 9001 International Quality Management System and ISO14000 International Environment Management System Markets: xxx from Spain, xxx, xxx from Italy, xxx from Germany, xxx from Ukraine, xxx from Bulgaria, xxx from Russia, xxx from Israel, xxx from Iran, xxx, xxx from India, xxx from Middle East, xxx from Paraguay, xxx from Panama, etc. Now I would like to offer you the fast sale item with best price for your reference first. Model: Item A701, 7’ swivel screen with TV tuner, USB＆Card Render Offer: FOB Shenzhen US$50 MOQ: 1000pcs Samples and more information are available for your study anytime. We appreciate your kind reply soon. We are looking forward to our cooperation in near future. Best regards, Water Notes 1. 第一次主動(dòng)聯(lián)系客戶，介紹自己在行業(yè)內(nèi)的經(jīng)驗(yàn)和成績(jī)。讓客戶產(chǎn)生信心。 2. 介紹公司的產(chǎn)品和實(shí)力，以增加客戶信心。 3. 根據(jù)客戶所在國(guó)家目前銷售產(chǎn)品的情況，向客戶推薦適當(dāng)?shù)漠a(chǎn)品。 4. 報(bào)價(jià)時(shí)要包含產(chǎn)品的重要信息。比如產(chǎn)品的主要功能，報(bào)價(jià)條款，價(jià)格，訂單起訂量等。 5. 最后，提出合作的愿望。 2. Contact customer after the fair Dear Sirs, Thank you for your kind visit at our booth 3.2F18 during Canton Fairs. This is Water from SHV Company. I hope you could feel free to study our offer about Portable DVD Player. SHV Company is a professional manufacturer in producing Portable DVD Player. The products are spreading the countries and regions including Asia, Europe and America, products covering 7’, 8.5’, 9’, 10.2’. We’ve been investing US$38 million to set up a high-tech industry zone named SHV Technology Co., Ltd in Zhejiang Province, which covers 82000 square meters and 200000 square meters of building. With our strong R＆D and workmanship. Believe we can become your good partner and friend. According to the memo during Canton Fair, we would like to list the following offers for your record. Model: Item A903, 9’swivel screen with TV tuner, USB＆Card Reader Offer: FOB Shenzhen US$50 MOQ: 1000pcs Samples and more information are available as requested. We appreciate your kind ideas about our cooperation.. We are looking forward to our initial cooperation soon. Best regards, Water Notes 1. 參加展會(huì)是很多公司選擇推廣產(chǎn)品的一種很重要的方式。在展會(huì)之前，通常都要向所有的老客戶和潛在的客戶發(fā)邀請(qǐng)函。這也是向客戶展示實(shí)力的一次機(jī)會(huì)。通常邀請(qǐng)函都會(huì)做成圖片的形式，方便發(fā)送給用戶參考。內(nèi)容包括：參展公司名稱，參展日期，展位號(hào)，主展產(chǎn)品等重要信息。 2. 展會(huì)之后，聯(lián)系客戶時(shí)提及展位號(hào)，客戶更容易憶起自己。 3. 開門見山地說明自己銷售的產(chǎn)品，容易抓住日理萬機(jī)的客戶的注意力。 4. 簡(jiǎn)短的公司和產(chǎn)品介紹可以讓客戶在短時(shí)間內(nèi)熟知自己的實(shí)力和優(yōu)勢(shì)，以拉近合作的距離。 5. 根據(jù)展會(huì)上的筆記，總結(jié)并正式向客戶報(bào)價(jià)。 6. 最后，提出合作的期望。 Dear Claus, It was nice to meet you in Hong Kong, and hope you had a good trip. Thanks for your kind visit to our showroom. It’s a little pity that your schedule is so tight. If possible, we’d like to invite you to our office next time and show you around our three factories. The follows are our meeting memo for your reference. ·For 5.1CH standard DVD player, US$21 ·DivX version, add US$1 per set ·Nero function, add US$0.5 per set For DVD-T and new project MD-2720, it is still under consummating. When it is completed, we’ll inform you immediately. Also we’ll arrange DVD-591/DivX-592 sample for your test. Even though we met a lot of problems by first cooperation, now it’s OK and the second container will be dispatched next week. I think we can run more smoothly by the following days. Both sides know each other better. And also we learn a lot from your professional, cautious and serious working style. I do hope you could share some of your proposals of our next step cooperation. Your ideas for our whole year plan will be helpful. Please try to offer me some minds, we’d hope we could expand our business, work more strategically, and support you by our best service. Best regards, Aaron Notes 1. 客戶通常都會(huì)參加展會(huì)，一方面是考察現(xiàn)有的供應(yīng)商，面談為了訂單的計(jì)劃，落實(shí)新訂單的價(jià)格或者跟進(jìn)進(jìn)行中的訂單情況；另一方面獲取更多的產(chǎn)品信息，包括市場(chǎng)新價(jià)格，同類產(chǎn)品新的供應(yīng)商等。 2. 展會(huì)后，對(duì)與客戶面談的內(nèi)容進(jìn)行總結(jié)，主動(dòng)給客戶發(fā)會(huì)議記錄。 3. 再次提及洽談的內(nèi)容，更為詳細(xì)地說明這些內(nèi)容的具體情況。特別死關(guān)于樣品或者訂單進(jìn)行的時(shí)間等方面的確定。 4. 進(jìn)一步充實(shí)內(nèi)容。包括對(duì)彼此之間合作的評(píng)價(jià)以及對(duì)未來的展望，還有對(duì)客戶的操作方式的了解等。對(duì)問題點(diǎn)到即可，重點(diǎn)是展望合作和服務(wù)質(zhì)量的改進(jìn)。 5. 提出自己的希望，同時(shí)也提醒客戶，隨著合作的深入，將來可以為客戶提供更優(yōu)質(zhì)的服務(wù)，以增強(qiáng)客戶的信心，這樣可以加深合作。 3. Enquiry from customer Dear Julia, I hope you are doing well. My name is Marcelo. I represent R＆S Corp., from Buenos Aires, Argentina. We met each other at the Las Vegas’CES, last January. At that time we talked about your products. Actually we are WalMart’s Argentina traders, relating to DVD, DivX, DVD Recorder, Portable DVD and LCD TV. I remembered that during our meeting you informed me about some prices that were suitable for us. So, as this moment, I’d like to know your quotation of prices-FOB China-of the following articles, for WalMart’s Argentina. DVD 5.1 full size DVD 5.1 1/2 size with display DivX 5.1 full size DivX 5.1 full size with USB This request is for WalMart’s order, which will be around 20000pcs of each article. Please, I’ll appreciate you will send me your products pictures and price. If those are different from the catalogue you gave me at the CES, or just let me know which catalogue’s articles you are quoting. Please answer me as soon as possible. Thanks a lot. Hope to hear from you soon. Best regards, Marcelo Reply to the above Dear Marcelo, Thank you very much for your kind enquiry to us. Your detailed company and market information impressed us deeply. Glad to see that there is a chance for both R＆S and Mizida in entering into some projects cooperation in near future. Further to the enquiry, we would like to make you the offer as below. Photos are as attached. DVD 5.1 full size, DVD-592, US$21, if with DivX, US$21.5 DVD 5.1 1/2 size with display, DVD-558B, US$20 DVD 5.1 full size with USB, DVD-602/561, US$23 The whole offer is upon FOB Shenzhen price. And base on your potential quantity 20000pcs per item. Wish they could meet your request. We are ready to provide more information and samples as requested. We appreciate your comments and looking forward to working together with you soon. Best regards, Julia Notes 1. 展會(huì)之后或者是從互聯(lián)網(wǎng)推廣聯(lián)系得到的客戶，在一段時(shí)間內(nèi)沒有訂單，一方面說明由于市場(chǎng)銷售和客戶的推廣計(jì)劃等原因，在當(dāng)時(shí)確實(shí)沒有訂單需求；另一方面說明客戶當(dāng)時(shí)已經(jīng)有較為穩(wěn)定的合作伙伴。但往往客戶也會(huì)將同等的供應(yīng)商列為參考對(duì)象，當(dāng)有合適的產(chǎn)品或者新項(xiàng)目的時(shí)候，客戶將會(huì)主動(dòng)聯(lián)系。所以需要不間斷地跟進(jìn)，比如價(jià)格更新，產(chǎn)品更新或者是信息交流。 2. 分析客戶的郵件。郵件中客戶陳述說明相識(shí)于何處，客戶的公司和產(chǎn)品介紹以及銷售的場(chǎng)所，還有關(guān)于產(chǎn)品的規(guī)格等較為詳細(xì)的要求。這類有實(shí)質(zhì)性內(nèi)容的郵件，說明合作計(jì)劃往往較大。 3. 回復(fù)郵件要根據(jù)客戶的市場(chǎng)特征，訂單數(shù)量，價(jià)格要求等，推薦最合適的產(chǎn)品，報(bào)最有競(jìng)爭(zhēng)力的價(jià)格?？蛻粢蚕矚g和實(shí)力相當(dāng)?shù)墓竞献?，但需要產(chǎn)品質(zhì)量過關(guān)以及有競(jìng)爭(zhēng)力的價(jià)格。 4. 報(bào)價(jià)的內(nèi)容要清晰。比如價(jià)格條款，起訂量和相關(guān)的單價(jià)，產(chǎn)品的主要規(guī)格或者功能說明等。這些內(nèi)容一定要清晰，不能模糊，以免引起誤解。并附上精美的圖片，讓客戶可以更直觀地選擇。 5. 期望合作，表現(xiàn)誠(chéng)意和熱心。 Dear Sirs, Thank you very much for your kind enquiry to us. This is Alice. From now on, I will help to follow up your orders and hope my 5 years experience and hard work can serve you better. Regarding your enquiry, please find our reply as below. 1) Our products are fast sales in EU countries and America. Especially we already had steady partners in those places. And the cooperation has been lasting more than 5 years. 2) Regarding American market, our customers prefer healthy sleeping, so they would like to buy the mattress to protect their backbones. For example, memory mattress, independent spring mattress, surely the reel mattress you mentioned is also fast sale. Please refer to the attachments, I would like to introduce some suitable items for your market 3) Currently our company is applying for the American prevailing rules CFR1633 which is standard fire protection and becoming effective in July 1st, 2007. As we know that in Los Angeles they would apply for the standard fire protection rule TB603. But now they upgrade to CFR1633. We think you might require for it, too. Please refer to the CERTIFICATION as attached. 4) Payment term: A) 30% deposit T/T in advance, 70% balance T/T before shipment. B) 50% deposit T/T in advance, 50% balance by irrevocable L/C at sight. 5) Leading time: 15days upon deposit received 6) MOQ: 1*20GP, FOB Shenzhen If you have any enquiry and need our help, please don’t hesitate to contact me. Best regards, Water Notes 1. 行業(yè)內(nèi)的客戶一般會(huì)比較關(guān)心產(chǎn)品的質(zhì)量，工廠產(chǎn)品的市場(chǎng)銷售情況，質(zhì)量認(rèn)證書燈重要方面。所以這些條件都直接影響客戶對(duì)工廠產(chǎn)品的認(rèn)識(shí)。因?yàn)椴煌氖袌?chǎng)，質(zhì)量要求是有區(qū)別的。歐美國(guó)家比中東等國(guó)家地區(qū)的要求會(huì)嚴(yán)格一些。 2. 文中第一段體現(xiàn)個(gè)性化的服務(wù)。 3. 第二段回復(fù)客戶的問題，著重突出優(yōu)勢(shì)和實(shí)力。 ·有穩(wěn)定的客源，和客戶有超過5年的合作，充分體現(xiàn)公司實(shí)力和產(chǎn)品質(zhì)量的保證。 ·分析最終消費(fèi)者的實(shí)際要求和特點(diǎn)，體現(xiàn)個(gè)人的知識(shí)豐富，夠?qū)I(yè)水準(zhǔn)。 ·分析客戶市場(chǎng)對(duì)質(zhì)量的要求，展現(xiàn)公司的實(shí)力與時(shí)俱進(jìn)。 ·內(nèi)容環(huán)環(huán)相扣，回復(fù)圍繞客戶問題的同時(shí)，也向客戶說明了公司其他方面的操作程序，方便客戶更深入的了解。 Dear Sirs, I am the purchase manager of Sound Master Company in South Africa. We are planning to import mattress. The quantity may be around 200 sets at the first time. And our boss Mike and I will visit China next month. We would like to talk to you in your factory. In order to get the visa from Chinese Embassy, can you send an invitation letter to us? We are looking forward to hearing from you soon. Reply to the above Dear Anson, Thank you very much for your kind enquiry to us. My name is John. From now on, I will follow up your orders and offer best sales service with my professional experience. Because we don’t have your ideas about target item, I would like to offer you some fast sale items in South Africa for your easy reference first. The details are as attached. We are also inviting you to visit our website at www.shvfurniture.com to know more details about us. Regarding the invitation letter, we would like to share some information with you. Normally we have to submit application form and relative necessary information to our government for approval first. As we didn’t start cooperation before, the application period may be longer. In order not to affect your schedule, I would like to advise that if you have other business partners here, you’d better ask them to help you. So you may get the visa within one week. Please take our suggestion as reference. Surely we are pleased to apply for you if you need our help. But please send us the details about the people who will come. To catch the visit schedule and run the business soon, shall we exchange some important ideas first? We may conclude some agreements before you visit in China. We welcome your coming and visiting. And looking forward to our cooperation soon. Best regards, John Notes 1. 有些國(guó)家的客戶如果要到中國(guó)來訪，申請(qǐng)簽證時(shí)，需要工廠提供邀請(qǐng)函。邀請(qǐng)函的申請(qǐng)需要相關(guān)政府部門提供詳細(xì)的資料，比如到訪人的個(gè)人資料，雙方之間生意往來的資料，包括發(fā)票，報(bào)關(guān)單以及工廠的營(yíng)業(yè)執(zhí)照等重要文件。申請(qǐng)的程序比較復(fù)雜，申請(qǐng)的世界也比較漫長(zhǎng)，需要一個(gè)月左右。 2. 類似的詢盤，回復(fù)藥抓住重點(diǎn)詞語，比如“import mattress, visit China, invitation letter” 突出分析客戶的需求，以加快合作為目的，有針對(duì)性地回復(fù)和建議。 Sample 4 Dear Water, We are currently looking to expand our product line including memory foam mattresses and pillows. I will come to china next month. In the meantime, I would like to collect as much information as possible on prices and specifications. Please advise us at your earliest convenience. Best regards, Michael Reply to the above Dear Michael, We are glad to know that you will expand your business line on memory foam mattress ＆ memory foam pillow. Believe we can serve you better and better in near future. First, please refer to the attachments for your reference. It is great that you will come to China for business. Please kindly arrange your schedule to visit our factory. We hope we can have a close talk face to face. Then we could show you our production lines and sample room. We are confident that if will make our cooperation smoothly. When your visit schedule is available, please kindly let me know. Best regards, Notes 1. 客戶計(jì)劃擴(kuò)展業(yè)務(wù)，對(duì)公司的產(chǎn)品表示感興趣或者看好公司產(chǎn)品的前景，表示要來訪中國(guó)，并要參觀工廠。 2. 針對(duì)這樣的詢盤，主要是分析客戶的目的和要求，抓住重點(diǎn)詞和主要意思。比如“expand, Collate price and specification”。根據(jù)獲取的信息，有步驟，有的放矢地回復(fù)郵件。 3. 在郵件中，對(duì)客戶表示出誠(chéng)意，細(xì)致，同時(shí)要展示公司主要的實(shí)力，以增加客戶對(duì)公司的了解，增強(qiáng)合作信心。 4. Take the information from other colleagues Sample 1 Dear Maitance, Good day. Nice to contact with you. This is Echo from CABC (Hong Kong) International Industrial Limited. And it is my great honor to serve you in the future. Our boss Mr. Jason, just came back from the MIDO SHOW, and I learned that you are interested in our swimming products. Here attached our updated price list for your reference. Also, please take your time to visit our website at www.cabe.com for pictures and more details. Mr. Jason had quoted you two models in MIDO, and here we list a gain as below for your easy reference. Swimming cap: CAP800 USD2.0 (according to your quantity of 200pcs) Earplug with strap: EP-200 USD 0.8 (including package) Please contact us freely if you have any question. We are looking forward to building business relationship with you in the near future. Notes 1. 參加展會(huì)時(shí)一個(gè)公司推廣產(chǎn)品的重要渠道。但是公司的投入會(huì)根據(jù)實(shí)際情況而定。一個(gè)公司的業(yè)務(wù)員一般都有兩個(gè)或者兩個(gè)以上，由于國(guó)外展會(huì)的費(fèi)用較高，對(duì)于規(guī)模不是很大的公司，業(yè)務(wù)員參加展會(huì)的名額也是有限的。在展會(huì)之后，公司會(huì)把展會(huì)上取得的名片進(jìn)行分發(fā)，每個(gè)業(yè)務(wù)員可以運(yùn)用自己的方式去聯(lián)系客戶。 2. 文中，首先說明信息來源，并向客戶表示友好。 3. 在展會(huì)上，客戶或多或少都對(duì)公司進(jìn)行了一番了解。由于自己沒有直接和客戶交流，所以要有適當(dāng)?shù)倪^渡，側(cè)重說明自己將會(huì)提供個(gè)性化的服務(wù)，讓客戶滿意。 4. 提出合作期望。 Sample 2 Dear Marcus, How are you doing? This is Water from ABC Company, Ms. Grace’s colleague. She already left the company some time ago. It’s been a long time no contact with you and your company. We are glad to contact you again about external battery pack for Mobile Phone and Notebook. I would like to update you some latest model and new offers for your reference. We hope we can enlarge our business scale. Please find the details as attached. Looking forward to hearing from you soon. Sample 3 Dear Andy, This is Tina, sales representative of ABC Electronic Company. Thanks for Eden’s assignment, I’m pleased to have the opportunity to contact you and take charge of our cases directly. Hope we can set long-term business relationship and expand business it the future. Now I’m taking up your first order-2002 (DVD recorder), all the specifications and other details will be followed by me. Therefore if you have any problem, please feel free to contact me. Further to your new order, please refer to the attachments for our quotations, we are waiting for your confirmation. Surely we will get a good delivery date for you. Thank you for your good cooperation and your early reply will be appreciated. Notes 1. 對(duì)已聯(lián)系或者已合作的客戶，函電撰寫主要體現(xiàn)服務(wù)，不讓客戶感覺到突兀。 2. 對(duì)暫時(shí)無合作，曾經(jīng)聯(lián)系密切，有郵件閱讀回執(zhí)的客戶要保持聯(lián)系，在某個(gè)特定的而時(shí)間提醒客戶產(chǎn)品的報(bào)價(jià)，以及產(chǎn)品的市場(chǎng)銷售情況等。假如知道對(duì)方公司和自己公司生產(chǎn)的產(chǎn)品相符，要多參考客戶公司的網(wǎng)頁，根據(jù)網(wǎng)頁上的信息，不斷向客戶展開猛烈的“攻擊”。另外，適當(dāng)?shù)碾娫捖?lián)系也是必須的，或者以傳真的方式，或者直接給客戶發(fā)郵件。嘗試不同的方式反復(fù)聯(lián)系，提高成功的可能性。 5. Contact customer by B2B web information Dear Sirs, I got your business information online. We would like to cooperate with you on CARDS，and become your good partner in near future. With more than 12 years experience in manufacturing all kinds of PVC cards, paper cards, metal cards and smart cards in China, we’ve grown up into a main supplier in Italy, Germany, Sweden, France, Denmark and New Zealand etc. The daily output can reach millions of cards. Including PVC blank and printed cards, paper cards, scratch cards, magnetic cards, IC cards, game cards, gift cards, member cards, pokers, playing cards, metallic cards, phone cards, irregular-shaped cards, ATM cards, IC cards, ID cards, RFID tags etc. We welcome your ODM projects. All sizes and thickness can be done here. We welcome your enquiries. Please visit our official website at http://www.ucard.biz. It will be appreciated that if someone from your company could contact me freely. My email is: water@ucard.biz. Please let us become partners and start the initial cooperation soon. Looking forward to hearing from you. Beat regards, Water Notes 1. 利用搜索引擎獲取客戶信息。首先，說明信息來源和目的。要直截了當(dāng)，為客戶節(jié)省時(shí)間，使客戶一看便知道自己是做什么產(chǎn)品的，如果客戶感興趣便會(huì)繼續(xù)看，或者作為考慮的合作對(duì)象，而不是視為垃圾郵件。 2. 公司產(chǎn)品種類和市場(chǎng)情況的簡(jiǎn)短介紹。表示可以滿足客戶的需求。 3. 第一次聯(lián)系的人也許不是直接的對(duì)口人。提出如果有人聯(lián)系自己，也是一種很好的聯(lián)系方式。 4. 最后，提出合作的愿望。 §點(diǎn)石成金 一、 第一次聯(lián)系客戶，無論是通過何種方式獲取客戶的信息，撰寫信函的時(shí)候都有一些必須要引起注意的事項(xiàng)。 1. 詢盤內(nèi)容各異。比如，有些客戶只是很簡(jiǎn)單地詢問，請(qǐng)把你們的產(chǎn)品價(jià)格單發(fā)給我。針對(duì)類似的詢價(jià)，對(duì)信息需要篩選，不能只是應(yīng)付式地回復(fù)產(chǎn)品的價(jià)格是什么。要主動(dòng)建立溝通的橋梁，可立即回復(fù)一封詢問式的信函，表示已經(jīng)收到對(duì)方的來信，但有些地方不是很明白。比如你想了解他需求的產(chǎn)品的款式，數(shù)量，具體的要求。有來有往，形成互動(dòng)溝通之后，后面的業(yè)務(wù)操作就簡(jiǎn)便得多，也更易成功。 2. 了解客戶，可以通過客人公司的網(wǎng)站了解，或者使用搜索引擎搜索。了解客戶來自哪里，公司性質(zhì)，經(jīng)營(yíng)的市場(chǎng)，主要銷售的產(chǎn)品種類等。了解這些資訊可以更有針對(duì)性地為客戶服務(wù)，起到事半功倍的效果。 3. 信函回復(fù)。關(guān)鍵一點(diǎn)是報(bào)價(jià)，作為業(yè)務(wù)工作者不是報(bào)價(jià)員，所以不能只是簡(jiǎn)短地報(bào)價(jià)。在溝通中，客人也需要對(duì)供應(yīng)商有一定的了解。在回復(fù)詢價(jià)時(shí)，有必要對(duì)客戶關(guān)注的問題做一個(gè)簡(jiǎn)明扼要的介紹。比如企業(yè)的基本情況，供貨能力，產(chǎn)品質(zhì)量控制，產(chǎn)品服務(wù)，企業(yè)研發(fā)和創(chuàng)新能力等。 二、 個(gè)人素質(zhì)能力。 1. 熟知行業(yè)內(nèi)的產(chǎn)品信息，對(duì)市場(chǎng)走向保持敏感性。了解競(jìng)爭(zhēng)對(duì)手的情況。 2. 保持一顆斗志昂揚(yáng)的心。心態(tài)決定成敗，堅(jiān)持可以讓一個(gè)人底氣十足。隨著一個(gè)人閱歷的增加，更多的是心態(tài)的較量。 3. 工作中保持緊張感。有壓力，必然有動(dòng)力。 4. 建立并擴(kuò)大自己的影響力。產(chǎn)品銷售貫穿于每一個(gè)環(huán)節(jié)，包括內(nèi)部與同事和外部與客戶之間的溝通，建立良好的溝通時(shí)做好工作的關(guān)鍵。 5. 讀書充電，與時(shí)俱進(jìn)。持續(xù)學(xué)習(xí)新思想與快捷有效的工作反方法。 Unit 2 Sample Charges 樣品在訂單確認(rèn)的過程中是至關(guān)重要的。做業(yè)務(wù)時(shí)，通常都會(huì)遇到關(guān)于樣品收費(fèi)的難題。比如，有些客戶根據(jù)他們公司的規(guī)定，只愿意支付運(yùn)費(fèi)，有的甚至連運(yùn)費(fèi)也不愿意支付。對(duì)于業(yè)務(wù)員來說，如果免費(fèi)給客戶提供樣品，需要在公司內(nèi)部申請(qǐng)并說明客戶情況，還需要領(lǐng)導(dǎo)核實(shí)審批，程序比較復(fù)雜，也有可能會(huì)被拒絕。如果需要向客戶收取費(fèi)用，有些客戶比較爽快的愿意支付費(fèi)用。但是有些客戶卻不愿意支持樣品費(fèi)，所以需要深入溝通。對(duì)于工廠來說，如果給每個(gè)客戶免費(fèi)提供樣機(jī)，這筆開支也是驚人的，有點(diǎn)不切實(shí)際；另一方面也不符合長(zhǎng)期的戰(zhàn)略性的發(fā)展規(guī)則。但是是否收取樣品費(fèi)這個(gè)問題，我們要區(qū)別和靈活對(duì)待。第一，如果產(chǎn)品有一定的貨值，要確定樣品都是需要收費(fèi)的，在開始聯(lián)系客戶的時(shí)候就明確表明，努力爭(zhēng)取讓客戶支付樣品費(fèi)用。第二，根據(jù)對(duì)客戶的評(píng)級(jí)以及其誠(chéng)意和產(chǎn)品的銷售情況，可以考慮贈(zèng)送一些免費(fèi)樣品。因?yàn)闃悠肥谴蜷_大客戶大門的第一步。第三，如果樣品的貨價(jià)比較便宜，客戶要求的數(shù)量較少，可以提供免費(fèi)樣品。 值得注意的是，如果客戶愿意支付樣品費(fèi)用，則體現(xiàn)出客戶重視彼此間的合作，是非常有誠(chéng)意的表現(xiàn)。這些客戶的成交率往往也很高，要重點(diǎn)跟進(jìn)。日常郵件是交流和交換信息的主要方式，如果需要和允許，可用電話和其他即時(shí)溝通工具交替進(jìn)行。對(duì)于那些藥了解樣品之后再開始合作的客戶，英適當(dāng)給予產(chǎn)品的測(cè)試和市場(chǎng)考察時(shí)間。然后，針對(duì)客戶的反饋，跟進(jìn)訂單落實(shí)的世界。如果客戶提出改進(jìn)建議等其他要求，要結(jié)合公司的實(shí)際情況，著重分析客戶的要求，整理出切實(shí)可行的方案，做到胸有成竹，有的放矢！ 對(duì)收取樣品費(fèi)用這個(gè)難題應(yīng)當(dāng)如何與客戶溝通？如何引導(dǎo)客戶，讓客戶開心地埋單？如何讓客戶感覺到你的誠(chéng)意和付出？如何讓客戶覺得和你合作是很愉快的？本節(jié)將一一分析。 Sample 1 Customer ask for samples to send by fedex Dear Water, Thanks for your email. I’ve been checking with Wal-mart and I need you send me urgently by FEDEX the following items samples. DVD592 W/DivX DVD558B (They didn’t like the tooling, could you please offer me another?) DIVX602 (They are interested in this one but without the card reader because tell me the price without the card reader?) As soon as all of these is OK, I will send you our FEDEX account’s details so that you could send those and please also tell me when those will be ready to send. It’s very important to know the percentage of RMA you will be sending, for because, for most of the items, Chinese products come with failures and Wal-Mart need to know in advance the said percentage. Reply to the above Dear Marcelo, It is pleased to get your feedback. Thanks for your appreciations of our items. Further to the samples, all of them are OK to send, but as a rule, we have to charge you first. That is a usual way to every customer. I think we could get your support and understanding, too. When the samples are ready, it is sure we could send you by your FEDEX account. Please kindly confirm me the samples charges. And I will send you P/I for payment remit immediately. DVD558B is not your type, I would recommend you the offer one, enclosed the item DVD557B. Regarding DIVX602, the model is always coming with USB and together with Card reader. We can not cut the Card Reader function only. Now we got many nice feedbacks about this item, would you try to promote and take that as additional function? It may be OK, too. Regarding RMA, now the rate is 1.5%. Now the DVD player is very mature in our company. Look forward to your further comments soon. Best regards, Water Notes 1. 一般情況下，客戶如果認(rèn)同供應(yīng)商的公司和產(chǎn)品，在要求樣品時(shí)，會(huì)直接提出利用他們公司的到付快遞賬號(hào)寄送樣品。 2. 如果需要支付樣品費(fèi)用，必須明確提出，在語言運(yùn)用方面要體現(xiàn)誠(chéng)心誠(chéng)意，讓對(duì)方愉悅地接受。無論對(duì)方是否一定支付，都先要假定對(duì)方會(huì)支付費(fèi)用。 3. 對(duì)對(duì)方提出的問題，回答之余也要有適當(dāng)?shù)囊龑?dǎo)。因?yàn)槊總€(gè)市場(chǎng)對(duì)產(chǎn)品功能的要求不同。但是由于產(chǎn)品本身的原因，有些功能是無法達(dá)到或者去除的，所以無法百分之百達(dá)到客戶的要求。這個(gè)時(shí)候引導(dǎo)和說明尤為重要。 Sample 2 Customer refuse to pay sample charges Dear Water, This is the one of 7’ with analogue TV, right? Final price is $84 with battery included, right? I need another sample in Spain. BR, Javier Ayllon Reply to the above Dear Javier, Yes, you are right. The model mentioned by Fiona is with Analogue TV Tuner. The price is with battery also, 1800mAh Li-polymer battery. Also it is OK to offer you the sample for test. But as a rule, we have to charge you the sample fee. Hope it is OK to your side. Sample charge US$90/pc. Please confirm it, and I will issue the invoice for your reference later. Therefore I can send the sample to your Shenzhen office directly. We are quite near each other. If is easy for me to bring the samples there. Looking forward to hearing from you. Best regards, W