有效处理询盘 资料来源阿里巴巴培训.ppt
41页
阿里巴巴 版权所有1999-2005怎样看待询盘怎样看待询盘? ?n n----- 除了明显的广告垃圾信除了明显的广告垃圾信,每个询盘都是每个询盘都是 一个机会一个机会. n n----- 收到询盘首先要筛选分类收到询盘首先要筛选分类,重点放在如重点放在如何跟进高质量询盘，分层次跟进何跟进高质量询盘，分层次跟进 阿里巴巴 版权所有1999-2005筛选筛选n n1. 询盘询盘来源来源市场市场n n2. 询盘来源类型询盘来源类型: 是否是否system match?n n3. 买家提供的信息买家提供的信息 a.买家联系信息买家联系信息 b.产品针对性产品针对性 c.询盘正文内容询盘正文内容 阿里巴巴 版权所有1999-2005提醒提醒 买家一般会给多个供应商发送询盘，所以买家一般会给多个供应商发送询盘，所以回复最好做到以下几点：回复最好做到以下几点：n na. 回复一定要快速、及时、有效回复一定要快速、及时、有效n nb.沟通技巧和专业度沟通技巧和专业度n nc. 客户管理客户管理n nd. 持续跟进，做好服务持续跟进，做好服务 阿里巴巴 版权所有1999-2005第一回合第一回合(询盘）询盘） Subject: Interest in mobile air conditioning units models MT32 Subject: Interest in mobile air conditioning units models MT32 Hi Sir, Hi Sir, Allow me to introduce myself. My name is Tony Eden and I own and Allow me to introduce myself. My name is Tony Eden and I own and run an air run an air conditioning company specialising in the sale and rent of mobile air conditioning company specialising in the sale and rent of mobile air conditioning units in UK.conditioning units in UK. I would be very interested in receiving information and prices for your I would be very interested in receiving information and prices for your MT32 models after seeing them on the Alibaba website and your own. MT32 models after seeing them on the Alibaba website and your own. Could you please tell me what your smallest and average volume of Could you please tell me what your smallest and average volume of sales would be.sales would be. I do hope we can do business and I look forward to hearing from you I do hope we can do business and I look forward to hearing from you soon.soon. Vaporco Air Vaporco Air ConditioningConditioning Kind Regards Kind Regards Tel: +44 (0)1628 Tel: +44 (0)1628 ****72****72 Tony Eden Tony Eden Fax: +44 (0)1628 Fax: +44 (0)1628 ****37****37 阿里巴巴 版权所有1999-2005Read Between the Linen nNot a big companyn nIn the same fieldn nInterested in specific items(MT32)n nFor UK marketn nHad the desire to buy soon if meet demands 阿里巴巴 版权所有1999-2005第一回合（回复）第一回合（回复） Subject: reply Subject: reply Dear Tony,Dear Tony, i am amanda, glad to receive your mail. i am amanda, glad to receive your mail. noted you interest in our portable air conditoners, our noted you interest in our portable air conditoners, our portable air conditioners have good sale report.portable air conditioners have good sale report. i'd like to know which kind of business you want to do with i'd like to know which kind of business you want to do with us?us? we also want to know what is the quantity and other we also want to know what is the quantity and other details.details. waiting for your reply, i will response you soon. waiting for your reply, i will response you soon. spring regards spring regards amanda amanda amanda@**hong***.comamanda@**hong***.com tel.: 0086-5**-2*****85/6/7/8/9 tel.: 0086-5**-2*****85/6/7/8/9 mobile phone: 0086-138****5123 mobile phone: 0086-138****5123 阿里巴巴 版权所有1999-2005询盘处理技巧（询盘处理技巧（1））n n规范的格式规范的格式（paragraph, capitalization, spelling, grammar…）n n主题主题Subject －点睛之处n n问候语问候语－礼节、呼应n n有问必答有问必答－不能回答要给解释n n重点突出，意思明确重点突出，意思明确n n落款落款－统一规范，信息完整 阿里巴巴 版权所有1999-2005Salutation & Opening Sentencesn nSubject: Quotation from Konstar Electric Industrial Co., Ltd. n nHi Tony,n nI am Amanda from Konstar Electric Industrial Co., Ltd. Very pleased to receive your enquiry of Oct. 18th in which you show great interests in our products MT32. 阿里巴巴 版权所有1999-2005Salutation & Opening Sentencesn nWe have been supplying mobile air conditioning to Japan and Korean market and other foreign countries for a number of years. Thanks for being interesting in our products. MT 32 has white and red color for choose. Kindly inform us which color you are interested in as different color different price… n nYour earlier reply will be highly appreciated! 阿里巴巴 版权所有1999-2005SignatureBest Regards,Annie WangSales ManagerKonstar Electric Industrial Co., Ltd.8th Gaofeng Road,Xinqiao, 325000,ChinaTel: 0086-571-88411556Fax: 0086-571-88411335 阿里巴巴 版权所有1999-2005第二回合（询盘）第二回合（询盘） Sent: Thursday, March 17, 2005 3:55 AMSent: Thursday, March 17, 2005 3:55 AM Subject: Re: reply Subject: Re: reply Dear Amanda Dear Amanda Thank you for your prompt reply. Thank you for your prompt reply. At present, I would like to know what the lowest quantity At present, I would like to know what the lowest quantity of units you are prepared to sell and the price of white of units you are prepared to sell and the price of white one.one. Once I have this information, perhaps we can take our Once I have this information, perhaps we can take our discussions further.discussions further. I hope to hear from you very soon and thank you again I hope to hear from you very soon and thank you again for your prompt reply and regards.for your prompt reply and regards. Kind Regards Kind Regards Tony Eden Tony Eden 阿里巴巴 版权所有1999-2005询盘回复技巧（询盘回复技巧（2））n n专业报价专业报价－ 完整，针对性n n专业图片专业图片－ 清晰，方便浏览和接收n n向客户提要求向客户提要求－审慎，tell whyn n前瞻性前瞻性－专业的最好体现n n语气语气－可能会影响全盘 阿里巴巴 版权所有1999-2005第二回合（回复）第二回合（回复） Hi Tony, Hi Tony, Well received your email again. The bellow Well received your email again. The bellow is the quotation of MT 32 in white color for is the quotation of MT 32 in white color for you. We also enclosed the features and you. We also enclosed the features and components introduction for your reference. components introduction for your reference. Please remember to check. Please remember to check. If you have any other problems please free to If you have any other problems please free to contact with us. Thanks! contact with us. Thanks! 阿里巴巴 版权所有1999-2005Quotation Sheetn n详见附件 阿里巴巴 版权所有1999-2005几个回合后（询盘）几个回合后（询盘）Dear amandaDear amanda I hope you are well?I hope you are well?I am very interested in your mobile air conditioning units and as I previously I am very interested in your mobile air conditioning units and as I previously stated, stated, pleased that you can sell/supply them in smaller quantities than mostpleased that you can sell/supply them in smaller quantities than mostmanufacturers. If purchasing I would like to stick to the FOB price. My freightmanufacturers. If purchasing I would like to stick to the FOB price. My freightforwarder can arrange shipping via LCL (lesser container load).forwarder can arrange shipping via LCL (lesser container load). I have read the details of the units on your website but I have a few other I have read the details of the units on your website but I have a few other questionsquestionsthat If possible I would like some answers to. that If possible I would like some answers to. ①①①①Firstly, could you tell me if the Firstly, could you tell me if the unitsunitsare twin hosed. are twin hosed. ②②②②Also if the hoses come with a window kit of some kind?.Also if the hoses come with a window kit of some kind?. ③③③③If possible, could you email me a copy of their instruction manual. This wouldIf possible, could you email me a copy of their instruction manual. This wouldanswer a lot of my questions. answer a lot of my questions. ④④④④ Also would the units come with a UK 3 pin Also would the units come with a UK 3 pin plug. plug. ⑤⑤⑤⑤AndAndlastly, are there any certificates that accompany the your product?.lastly, are there any certificates that accompany the your product?. I take it I can still purchase a sample unit from you. I look forward to your replyI take it I can still purchase a sample unit from you. I look forward to your replyregarding the above. regarding the above. Kind regardsKind regardsTony EdenTony Eden 阿里巴巴 版权所有1999-2005询盘回复技巧（询盘回复技巧（3））n n客户有多个问题时，一一作答，条理清楚客户有多个问题时，一一作答，条理清楚n n客户提出的专业问题尤其不能避而不答客户提出的专业问题尤其不能避而不答n n涉及到产品证书，质量等级的问题最好主涉及到产品证书，质量等级的问题最好主动提及动提及n n减少邮件往来的回合，提高效率减少邮件往来的回合，提高效率 阿里巴巴 版权所有1999-2005几个回合后（回复）几个回合后（回复）Hi Tony,Hi Tony,Everything is ok, thanks.Everything is ok, thanks.Regarding your some question, I send their instruction Regarding your some question, I send their instruction manual tomanual toyou as attachment along to this mail, kindly check!you as attachment along to this mail, kindly check!we can supply plug with UK 3 pin. and products pass 3C we can supply plug with UK 3 pin. and products pass 3C and CE and CE certificate.certificate.if you buy a sample at first, you also want to do FOB via if you buy a sample at first, you also want to do FOB via LCL?LCL?glad to receive your mail again, and waiting for your early glad to receive your mail again, and waiting for your early reply.reply.thanks and best spring regardsthanks and best spring regards AmandaAmanda 阿里巴巴 版权所有1999-2005询盘回复技巧（询盘回复技巧（4））讨价还价讨价还价n n第一次报价适当留有空间（如海运费和汇率等的变动）n n价格的合理性n n与竞争对手相比n n其他选择方案 阿里巴巴 版权所有1999-2005 Jane Jane，，，， How are you, I am sorry to tell you that the How are you, I am sorry to tell you that the prices you have given me are way too high, I prices you have given me are way too high, I can buy the 0.5mm here in Australia for XXX.can buy the 0.5mm here in Australia for XXX. And we need a fair bit of it soon. If you can't And we need a fair bit of it soon. If you can't do a better price I am afraid I have to go do a better price I am afraid I have to go somewhere else.somewhere else. I am very sorry about this.I am very sorry about this. Have a great day.Have a great day. RegardsRegards John Wolfram John Wolfram 阿里巴巴 版权所有1999-2005 John, John, Thank you for your information and frankness. To tell you Thank you for your information and frankness. To tell you the truth, I like your way of doing business. And I want to the truth, I like your way of doing business. And I want to tell you that, in our local market, the 0.5mm nickel screen tell you that, in our local market, the 0.5mm nickel screen can be bought at a lower price then your US $***. But if you can be bought at a lower price then your US $***. But if you want to import or we want to export, the freight charge is want to import or we want to export, the freight charge is really a big problem. really a big problem. You must be clear that the freight charge for this special You must be clear that the freight charge for this special sized nickel screen is very high. We may have to use 40' sized nickel screen is very high. We may have to use 40' high container. Now as your experience, could you tell me high container. Now as your experience, could you tell me how to ship them to your port? Or is it possible for you to how to ship them to your port? Or is it possible for you to book shipping space and we get the deal on FOB book shipping space and we get the deal on FOB condition? condition? I am well acknowledge of the difficulty on this deal I am well acknowledge of the difficulty on this deal between us. So whatever you decide or suggest, will you between us. So whatever you decide or suggest, will you please tell me without hesitation? I can't find a way out, so please tell me without hesitation? I can't find a way out, so please give me a hand. please give me a hand. Waiting for your earlier reply with much sincerity and Waiting for your earlier reply with much sincerity and patience.patience. 阿里巴巴 版权所有1999-2005询盘回复技巧（询盘回复技巧（5））无法满足对方需求无法满足对方需求语气语气+解决方案解决方案n nI’m afraid… n nWhat does your “difficult” really mean?n n解决方案（as detailed as possible) 阿里巴巴 版权所有1999-2005无法满足对方需求（无法满足对方需求（1）） Reno, Thank you for your email. But the scooter you need is hard to produce. If you need , we will change some parts of EC-ES04. If you really need, we can do it for you. But the price will be high. Douglas 阿里巴巴 版权所有1999-2005无法满足对方需求（无法满足对方需求（2 2）） My friend,My friend, Your message has been received, Thank you. Your message has been received, Thank you. It is difficult to understand your inquiry of 56mm It is difficult to understand your inquiry of 56mm 8ohm waterproof speaker which can handle 8ohm waterproof speaker which can handle 102db, because through our vast experience, it is 102db, because through our vast experience, it is almost impossible in technology. Can you supply almost impossible in technology. Can you supply us with your sample? If so, it would be big help us with your sample? If so, it would be big help to this project.to this project. Hope we could work together. Hope we could work together. Yours Faithfully, Yours Faithfully, Chen Rong Chen Rong 阿里巴巴 版权所有1999-2005无法满足对方需求（无法满足对方需求（3 3）） Mr. Jones, Mr. Jones, Thank you for your inquiry dated April 9. Thank you for your inquiry dated April 9. Regarding the product you are looking for, currently our factory Regarding the product you are looking for, currently our factory doesn't have the exact specification as you mentioned. We would doesn't have the exact specification as you mentioned. We would appreciate it if you could supplyappreciate it if you could supply us more details about the product you need, such as usage, product us more details about the product you need, such as usage, product structure, material, working condition and so on. That will help us to structure, material, working condition and so on. That will help us to see if we are able to meet your specifications.see if we are able to meet your specifications. Please take a moment to review some similar products in the Please take a moment to review some similar products in the enclosed catalog. They are all of high quality and have been enclosed catalog. They are all of high quality and have been exported to many countries worldwide. exported to many countries worldwide. Thanks again and we are looking forward to establishing a business Thanks again and we are looking forward to establishing a business relationship with your company in the near future.relationship with your company in the near future. Any of your early comments will be highly appreciated. Any of your early comments will be highly appreciated. Best regards, Best regards, Chen Rong Chen Rong 阿里巴巴 版权所有1999-2005持续跟进持续跟进--Don--Don’t waste t waste …n n 定期发送你的产品和销售信息定期发送你的产品和销售信息n n 节假日的问候节假日的问候n n 视时机询问对方的合作意向（视时机询问对方的合作意向（call））n n 随时保持沟通随时保持沟通工具工具: 客户管理系统客户管理系统---私人展示厅私人展示厅 IM工具工具: 如如trademanager, MSN,facebook等等 阿里巴巴 版权所有1999-2005跟进也得不到回应，还有必要吗？跟进也得不到回应，还有必要吗？ 答案是：答案是：绝对必要绝对必要 阿里巴巴 版权所有1999-2005绝大部分的成交都来自绝大部分的成交都来自 4---11次的跟进的跟进 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （一）（一）开发信开发信n nWeWe own your name and address to Wendy, who own your name and address to Wendy, who informed us that you are in the market forinformed us that you are in the market for stainless stainless steelsteel products.products.n nWe are aWe are a company who specialize in this field for about company who specialize in this field for about 15 years. We approach you today in the hope of 15 years. We approach you today in the hope of establishing business relations with you and expect, by establishing business relations with you and expect, by our joint effects, to enlarge our business scope.our joint effects, to enlarge our business scope.n nI enclosed some I enclosed some stainless steel productsstainless steel products pictures for pictures for your reference, If you are interested in any of items your reference, If you are interested in any of items ,please tell us by email. We will give you our lowest ,please tell us by email. We will give you our lowest quotation and try our best to comply with your quotation and try our best to comply with your requirement.requirement.n nOur customers are always satisfied with our products Our customers are always satisfied with our products and the service after selling. And we believe that you will and the service after selling. And we believe that you will be satisfied too, after we do business together.be satisfied too, after we do business together.n nWe are looking forward to your early reply.We are looking forward to your early reply. 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （二）（二）首次跟进首次跟进 n nHow are you? Hope your everything goes well!How are you? Hope your everything goes well! n nEnclosedEnclosed are ourare our Aluminum products which which are available at present. We would be very are available at present. We would be very happy to sendhappy to send price to you if any price to you if any itemsitems matchmatch your market's taste.your market's taste.n nYouYou maymay alsoalso browse our websitebrowse our website atat , which , which includesincludes ourour allall productproduct line.line.n nIf anyIf any ofof thesethese itemsitems bebe ofof interestinterest toto you, please you, please don't hesitate to contactdon't hesitate to contact us at any time, we will us at any time, we will try our best to comply with your requirements try our best to comply with your requirements and provide you our competetive price, thanks in and provide you our competetive price, thanks in advance!advance!n nYour earlier reply will be highly appreciated!Your earlier reply will be highly appreciated! 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （三）（三）二次跟进二次跟进 n nI didn't get your reply after sending aluminum products I didn't get your reply after sending aluminum products for your reference, maybe those items don't match your for your reference, maybe those items don't match your market!market!n nI change to send our I change to send our seafood setseafood set for reference and it for reference and it will be ourwill be our great pleasure to great pleasure to serve you serve you if you are if you are interested in these products. interested in these products. n nYouYou maymay alsoalso browse our websitebrowse our website atat , which , which includesincludes ourour allall productproduct line.line.n nIf anyIf any ofof thesethese itemsitems bebe ofof interestinterest toto you, please don't you, please don't hesitate to contacthesitate to contact us at any time, we will try our best to us at any time, we will try our best to comply with your requirements and provide you our comply with your requirements and provide you our competetive price, thanks in advance!competetive price, thanks in advance!n nLooking forward to your earlier reply! Looking forward to your earlier reply! 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （四）（四）三次跟进三次跟进 n nEnclosed are our Enclosed are our Barware setBarware set and it will be ourand it will be our great great pleasure topleasure to serve you serve you if you are interested in any of if you are interested in any of them!them!n nYour comments on our products will be highly Your comments on our products will be highly appreciated caused we know every successful appreciated caused we know every successful businessbusiness gotgot through hundreds of through hundreds of kindly negotiations...kindly negotiations...n nYouYou maymay alsoalso browse our websitebrowse our website atat , which , which includesincludes ourour allall productproduct line. line. n nIf anyIf any ofof thesethese itemsitems bebe ofof interestinterest toto you, please donyou, please don‘ ‘t t hesitate to contacthesitate to contact us at any time, we will try our best to us at any time, we will try our best to comply with your requirements and provide you our comply with your requirements and provide you our competitive price, thanks in advance!competitive price, thanks in advance!n nLooking forward to your earlier reply!Looking forward to your earlier reply! 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （五）（五）新产品发布跟进新产品发布跟进 n nHow do you do!How do you do!n nEnclosedEnclosed are ourare our updated items. It covers the latest updated items. It covers the latest designs and hot sold items which are available at designs and hot sold items which are available at present. We would be very happy to sendpresent. We would be very happy to send price to you if price to you if any itemsany items matchmatch your market's taste.your market's taste.n nYouYou maymay alsoalso browse our websitebrowse our website atat , which , which includesincludes ourour allall productproduct line.line.n nIf anyIf any ofof thesethese itemsitems bebe ofof interestinterest toto you, please don't you, please don't hesitate to contacthesitate to contact us at any time, we will try our best to us at any time, we will try our best to comply with your requirements and provide you our comply with your requirements and provide you our competitive price, thanks in advance!competitive price, thanks in advance!n nMay your business is flourishing daily.May your business is flourishing daily. 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （六）（六）节日跟进节日跟进 n nAs we know, our chinese dragon boat festival is coming, May you have a very wonderful holiday!n nWe will rest on Saturday and Sunday, so you can email me if you have any question on our products, I will make it out on next monday, don't worry! 阿里巴巴 版权所有1999-2005持续跟进持续跟进 （七）（七）更换业务人员跟进更换业务人员跟进 n nHow are you? I am Diana's colleague fromHow are you? I am Diana's colleague from ABCABC ABCABC International Corp. and I will be responsible for her work International Corp. and I will be responsible for her work because she hasbecause she has already left the company, Hope we will already left the company, Hope we will cooperate better!cooperate better!n nKindly, I enclosed someKindly, I enclosed some pictures ofpictures of Aluminum tableware Aluminum tableware andand CastCast iron cookwareiron cookware for your reference, Please do for your reference, Please do feel free to contact me at any time if you are interested in feel free to contact me at any time if you are interested in any of our items, I will try my best to comply with your any of our items, I will try my best to comply with your requirements and provide you our competitive quotation, requirements and provide you our competitive quotation, TKSTKS! !n nOr if you are interested in some otherOr if you are interested in some other kitchenware kitchenware products, we welcome you to send your pictures or your products, we welcome you to send your pictures or your inquiries.inquiries.n nYour soonest reply will be highly appreciated!Your soonest reply will be highly appreciated! 阿里巴巴 版权所有1999-2005意识决定行为意识决定行为n n重视你的每一个客户重视你的每一个客户n n赢在服务赢在服务n n自己多做功课，少让客户做功课自己多做功课，少让客户做功课 阿里巴巴 版权所有1999-2005细节很关键细节很关键n n仔细阅读客户邮件中的每一句话仔细阅读客户邮件中的每一句话n n仔细阅读发送给客户的每一封邮件仔细阅读发送给客户的每一封邮件n n关注每一个细节关注每一个细节 阿里巴巴 版权所有1999-2005现象现象n n询盘回复的回复率低询盘回复的回复率低n n报盘没有回应报盘没有回应 阿里巴巴 版权所有1999-2005可能的原因n n买家行为买家行为n n产品，价格，市场产品，价格，市场n n回复技巧回复技巧n n. . . . . . 阿里巴巴 版权所有1999-2005送给大家一句话送给大家一句话n成功来源于你是想要，还是成功来源于你是想要，还是一定要。
如果仅仅只是想要，一定要如果仅仅只是想要，可能我们什么都得不到，如可能我们什么都得不到，如果是一定要，那你一定有方果是一定要，那你一定有方法可以得到！法可以得到！ 谢谢！ 。
