外贸英语函电案例2samplecharges.docx

Sample Charges（样品费用）内容简介样品在订单确认的过程中是至关重要的做业务时，通常都会遇到关于样品收费的难题比如，有些客户根据他们公司的规定，只愿意支付运费，有的甚至连运费也不愿意支付对于业务员来说，如果免费给客户提供样品，需要在公司内部申请并说明客户情况，还需要领导核实审批，程序比较复杂，也有可能会被拒绝如果需要向客户收取费用，有些客户比较爽快的愿意支付费用但是有些客户却不愿意支持样品费，所以需要深入沟通对于工厂来说，如果给每个客户免费提供样机，这笔开支也是惊人的，有点不切实际；另一方面也不符合长期的战略性的发展规则但是是否收取样品费这个问题，我们要区别和灵活对待第一，如果产品有一定的货值，要确定样品都是需要收费的，在开始联系客户的时候就明确表明，努力争取让客户支付样品费用第二，根据对客户的评级以及其诚意和产品的销售情况，可以考虑赠送一些免费样品因为样品是打开大客户大门的第一步第三，如果样品的货价比较便宜，客户要求的数量较少，可以提供免费样品值得注意的是，如果客户愿意支付样品费用，则体现出客户重视彼此间的合作，是非常有诚意的表现这些客户的成交率往往也很高，要重点跟进日常邮件是交流和交换信息的主要方式，如果需要和允许，可用和其他即时沟通工具交替进行。

对于那些药了解样品之后再开始合作的客户，英适当给予产品的测试和市场考察时间然后，针对客户的反馈，跟进订单落实的世界如果客户提出改进建议等其他要求，要结合公司的实际情况，着重分析客户的要求，整理出切实可行的方案，做到胸有成竹，有的放矢！对收取样品费用这个难题应当如何与客户沟通？如何引导客户，让客户开心地埋单？如何让客户感觉到你的诚意和付出？如何让客户觉得和你合作是很愉快的？本案例将一一分析Sample 1 Customer ask for samples to send by fedexDear 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/DivXDVD558B (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.Best regards,MarceloReply to the aboveDear 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注意事项1.一般情况下，客户如果认同供应商的公司和产品，在要求样品时，会直接提出利用他们公司的到付快递账号寄送样品。

2.如果需要支付样品费用，必须明确提出，在语言运用方面要体现诚心诚意，让对方愉悦地接受无论对方是否一定支付，都先要假定对方会支付费用3.对对方提出的问题，回答之余也要有适当的引导因为每个市场对产品功能的要求不同但是由于产品本身的原因，有些功能是无法达到或者去除的，所以无法百分之百达到客户的要求这个时候引导和说明尤为重要Sample 2 Customer refuse to pay sample chargesDear 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 AyllonReply to the aboveDear 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,Water注意事项1.首先要肯定地回复客户的问题，并说明细节，点到即可。

主要是传递重要的产品信息，让客户抓住重点2.明确自己的立场和做法，但是不让客户觉得只是针对他一个人，而是对所有的人都是这样的，没有特例As a rule”，这样的问题俗称五星级词组因为考虑到有些客户不愿意支付费用，还可以适当加一些带希望的表达，如“hope we can get kind support from you”因为是对方在和你沟通，这里强调“你，你们”比较贴切而这里为什么写“It is OK to your side”而不写“to you”？因为把对方看作一个整体，比较正式3.有机会表达自己可以通过相关服务的时候，就要适时说出让客户知道你能为他做事，能帮他解决问题这样离成功会近一步Dear Water,I am sorry but I can not pay samples as my company policy. Anyhow I will tell you that I will pay transportation fee by TNT. Our courier number is 123456.Please send it to this address:Xxx System S.L.Poligono Industrial de Cabanillas19171. Guadalajara (Spain)Send it to my attentionIf you want us to work with you, you will have to make an effort. Please take note that we do not want this sample to get profits, only for testing purpose, so it is necessary to test it to start working.Thank you,Javier AyllonReply to the aboveDear Javier,Thanks for your kind support to me first.Regarding sample charges, I really hope we can find a way to move forward the project. It is honored for me and our company to work with you and your company. And be sure that we can start the initial order soon.For the point of charges, I really hope you can do me a favor. We understand xxx is a big company, you have your own rules for samples. And I know the sample charges is a small monry. But we are a facto。