外贸询盘来往邮件怎么写【课堂上课】.ppt

询 盘 你来与我往陈陈 栎栎 霖霖1 1学习课堂学习课堂2 2学习课堂学习课堂三大炮•询盘分析•回复询盘•有效合理跟进 （流程关于合作的客人不跑掉，询盘关于没有合（流程关于合作的客人不跑掉，询盘关于没有合（流程关于合作的客人不跑掉，询盘关于没有合（流程关于合作的客人不跑掉，询盘关于没有合作开的客人，如何开始）作开的客人，如何开始）作开的客人，如何开始）作开的客人，如何开始）3 3学习课堂学习课堂收到买家询盘收到买家询盘询盘洽谈询盘洽谈合同签订合同签订发货及制单发货及制单订单之源订单之源 外贸基本流程收款收款4 4学习课堂学习课堂 外贸人员接触询盘与客户外贸人员接触询盘与客户后后,常有的抱怨在哪里常有的抱怨在哪里?5 5学习课堂学习课堂合理报价的重要性（空间的适度掌控）合理报价的重要性（空间的适度掌控）•价格高价格高•报价单无突出报价单无突出, ,看似不专业看似不专业•无针对性无针对性•报价策略报价策略 ( (肯定与否定肯定与否定, ,YESYES与与NONO的运用的运用) )（价格空间）（价格空间） 报价后客户就好象失踪了?6 6学习课堂学习课堂7 7学习课堂学习课堂举举 例例 1 1 ( (单一性产品或寻求创新）单一性产品或寻求创新）单一性产品或寻求创新）单一性产品或寻求创新） Crystal lamp : A8699Crystal lamp : A8699Price: US$500 (Fob ZHONGSHAN)Price: US$500 (Fob ZHONGSHAN)Packing:Packing:   50*78*60CM 50*78*60CM （（Unassembled)Unassembled)LAMPSIZE: LAMPSIZE: ￠￠96CM,H:105CM96CM,H:105CMN.W: 21KG G.W. 25KGN.W: 21KG G.W. 25KGMOQ: 10PCSMOQ: 10PCSDelivery Time:Delivery Time:   35 DAYS upon the receipt 35 DAYS upon the receipt of deposit or LCof deposit or LC8 8学习课堂学习课堂举 例 29 9学习课堂学习课堂• 信任度信任度 （（TAOBAOTAOBAO））• 专业度的体现有否专业度的体现有否 ( (PDF PDF ））• 市场周期市场周期• 客户度假或在出差客户度假或在出差• 本身有其它供应商，尝试寻找新供应商，时间积本身有其它供应商，尝试寻找新供应商，时间积 累问题，累问题，需多了解需多了解• 邮件表达模糊邮件表达模糊. .需要简单，清晰，不要过多修饰需要简单，清晰，不要过多修饰2.为什么为什么联系的过程中联系的过程中, ,客人就象失踪了客人就象失踪了? ?1010学习课堂学习课堂1111学习课堂学习课堂一、询盘分析1212学习课堂学习课堂案例案例1  (主攻目标明确专业型主攻目标明确专业型 )1313学习课堂学习课堂二. 询盘内容• 客人信息的全面度 (不完全）• 目标明确度 （基本明确）• 询问专业度 （没有体现） 1414学习课堂学习课堂三、询盘回复1515学习课堂学习课堂16 . .询盘回复注意点询盘回复注意点•回复时间及时回复时间及时•无法当天及时回复的，务必说明原因无法当天及时回复的，务必说明原因。

•称称 呼：带上客户姓名呼：带上客户姓名•问候语：礼节　呼应问候语：礼节　呼应 感谢感谢•正正 文：有问必答文：有问必答 无法回答则给出解释无法回答则给出解释 重点突出重点突出 意思明确意思明确•结束语：希望对方的回复，表示合作的愿望结束语：希望对方的回复，表示合作的愿望•落落 款：款：统一规范统一规范 信息完整信息完整16学习课堂17 Re: Quotation from Success lighting co.ltd    Re: Quotation from Success lighting co.ltd          Dear PeterDear Peter，，，，   How are you? Many thanks for    How are you? Many thanks for your inquiry as below.your inquiry as below.     （（（（提醒客人，他是主动，我是在回复他的邮件和问题，引起客人继续看的兴趣）提醒客人，他是主动，我是在回复他的邮件和问题，引起客人继续看的兴趣）提醒客人，他是主动，我是在回复他的邮件和问题，引起客人继续看的兴趣）提醒客人，他是主动，我是在回复他的邮件和问题，引起客人继续看的兴趣）   Our factory is a professional manufacturer of decorative lamps.    Our factory is a professional manufacturer of decorative lamps. We have madeWe have made   many success in project decoration as hotels, churches,etc.    many success in project decoration as hotels, churches,etc.     I noted that you are interested in our products with item MD8725, I think you    I noted that you are interested in our products with item MD8725, I think you   got the size and specifications from the details from ALIBABA.The price of it is    got the size and specifications from the details from ALIBABA.The price of it is    enclosed. Please check.   I think you need it for any lobby or hotels, so I attached    enclosed. Please check.   I think you need it for any lobby or hotels, so I attached    more lamp photos for you. These lamps are for passage, meeting hall, and so    more lamp photos for you. These lamps are for passage, meeting hall, and so    on. And our successful examples.   on. And our successful examples.      I would like to inform you that we have certificate as….and we exported to ….. I would like to inform you that we have certificate as….and we exported to …..               We are looking forward to your early replyWe are looking forward to your early reply。

   Sincerely yours   Sincerely yours   Ann      Ann         Export ManagerExport Manager   SUCCESS LIGHITNG FACTORY.         SUCCESS LIGHITNG FACTORY.         address  -   address  -   Tel:  0086 7601234567    Tel:  0086 7601234567    Fax: 0086 7607654321    Fax: 0086 7607654321    E-mail:    E-mail: ann@ann@   Website:    Website:  Call & Fax client to remind1717学习课堂学习课堂•新客户 邮件中找需求点 •老客户 具体到谈判环节拟定标题• 产品促销/新产品上市 邮件主题1818学习课堂学习课堂客人回复Dear Ann,Dear Ann,Thanks a lot for your quick response.Thanks a lot for your quick response.I have passed your mail and photos to our engineering I have passed your mail and photos to our engineering colleague. They will study and give me answer in 2 days. colleague. They will study and give me answer in 2 days. But for MD8725, I got a much lower price from other But for MD8725, I got a much lower price from other suppliers. Can you do it by a reasonable price?suppliers. Can you do it by a reasonable price?BTW,please send me some photos of your factory and offices.BTW,please send me some photos of your factory and offices.Waiting for your good news! Waiting for your good news! Best regards!Best regards!PeterPeter…….. ..…….. ..…….. ..What is peter want to know about1919学习课堂学习课堂 这个时候，这个时候，我们要如何应对我们要如何应对20学习课堂谈判价格•角色转换 •理由充分 •解释专业 •语气坚定且面带笑容•单纯的“这已经是最低价了”----NO WAY！2121学习课堂学习课堂回复Dear PeterDear PeterThank you so much for your reply Thank you so much for your reply mail as belowmail as below. (. (提醒客人，我是在回复提醒客人，我是在回复他的邮件，引起他的注意）他的邮件，引起他的注意）1.Please kindly check the attached PDF catalogue for our factory and 1.Please kindly check the attached PDF catalogue for our factory and offices. offices. 2.I showed you the photos for our project we have done. I hope you will 2.I showed you the photos for our project we have done. I hope you will have confidence for our factory and our ability for producing.have confidence for our factory and our ability for producing.3. Yes, I believe that you got cheaper price for MD8725. And I know there 3. Yes, I believe that you got cheaper price for MD8725. And I know there must be cheaper and higher price than mine. For crystal lamps, the must be cheaper and higher price than mine. For crystal lamps, the material of crystals and color for metal are the main reason for the price material of crystals and color for metal are the main reason for the price difference.I noted the material of every part in the lamp photo, you will difference.I noted the material of every part in the lamp photo, you will know the reason.  As you have talked about it with me, after my know the reason.  As you have talked about it with me, after my calculation, I could make a step by final price USD7200.calculation, I could make a step by final price USD7200.Dear Peter, I hope there would be good cooperation between us, Dear Peter, I hope there would be good cooperation between us, not only not only this order, but more and more chances. So I know the importance of price this order, but more and more chances. So I know the importance of price and service.and service.   You are warmly welcomed to visit our factory, I bet that you will satisfy with You are warmly welcomed to visit our factory, I bet that you will satisfy with our price,quality and ability. our price,quality and ability. Best regards@Best regards@ANNANN…..…..…….…….2222学习课堂学习课堂针对性回复2323学习课堂学习课堂例如：例如：•询问产品的包装尺寸．询问产品的包装尺寸．•和其它同类产品之间的差异和其它同类产品之间的差异. .•询问产品的对应认证询问产品的对应认证. .•产品的关键零部件要求产品的关键零部件要求. .•加工过程中的应用工序加工过程中的应用工序. .•一个不离谱的价格要求一个不离谱的价格要求. . 主攻客户的判断标准2424学习课堂学习课堂案例案例2 客人索样品/求报价2525学习课堂学习课堂首次回复Dear SaurabhDear SaurabhHow are you doing?How are you doing?Thanks a lot for your mail and your trust on us.Thanks a lot for your mail and your trust on us.I got your picture for pendant lamp, which is very good design. Yes, we haveI got your picture for pendant lamp, which is very good design. Yes, we havethis kind of lamp. I noted that the volume is 0.045CBM, so there must be this kind of lamp. I noted that the volume is 0.045CBM, so there must be foam to protect the glass. foam to protect the glass. Saurabh, consider your qty 1500pcs=1*40hq, so, would you like to inform meSaurabh, consider your qty 1500pcs=1*40hq, so, would you like to inform meyour target price acceptable? your target price acceptable? And what is brand of transformer you want to use?And what is brand of transformer you want to use?   You know, we always support you quite well,  You know, we always support you quite well,  If the price not lower than our basic profit, we will do it for you. If the price not lower than our basic profit, we will do it for you.    So I am So I am waiting for your price. waiting for your price. Best regards!Best regards!Yours sincerelyYours sincerelyLilinLilin…….…….…….…….2626学习课堂学习课堂2727学习课堂学习课堂总结•对于产品的要求•产品的数量•客户的TARGET PRICE•以对客户的了解作回复，新客人报低价。

28学习课堂案例案例3 目标明确需培养型2929学习课堂学习课堂• •Dear Pawel Dear Pawel • •How are you! How are you! • •I am lilin from ABC lighting co.ltd. I am in charge of the export business in our I am lilin from ABC lighting co.ltd. I am in charge of the export business in our pany.• •Thank you very much for your mail via . I think you have read our Thank you very much for your mail via . I think you have read our introduction. We are professional manufacturer on decorative lamps.introduction. We are professional manufacturer on decorative lamps.• •I am so glad to inform you that we I am so glad to inform you that we have got CE certificate and we have have got CE certificate and we have successfully exported to UK, DK, Finland, Holland,etc to Europe.successfully exported to UK, DK, Finland, Holland,etc to Europe.   • •We got good reputation from our customers. And we passed the tests of RoHs on We got good reputation from our customers. And we passed the tests of RoHs on the accessories and plating.the accessories and plating.• •I attached our E catalogue and our CE certificate for your readingI attached our E catalogue and our CE certificate for your reading. I think you will . I think you will know  more about our factory and our products.know  more about our factory and our products.• •Any question, please feel free to contact with me, I am ready here.Any question, please feel free to contact with me, I am ready here.• •You are warmly welcomed to visit our factory.You are warmly welcomed to visit our factory.• •   • •Hope to establish good relationship with you!Hope to establish good relationship with you!• •Best regards!Best regards!• •…………• •…………3030学习课堂学习课堂Dear lilinDear lilinThanks a lot for your support and kind explainations on Thanks a lot for your support and kind explainations on crystal lamp.crystal lamp.For the 1st order, I know it is very small. For the 1st order, I know it is very small. But lilin, But lilin, I still have one question, are these lamps difficult to I still have one question, are these lamps difficult to installinstall? ? You know I did table lamps before. And it is very expensive You know I did table lamps before. And it is very expensive for labor in Europe.for labor in Europe.Regards!Regards!PawelPawel3131学习课堂学习课堂•Dear PawelDear Pawel•I donI don’ ’t think it is small order, but a important test t think it is small order, but a important test between us. After this test, it will be changed.between us. After this test, it will be changed.•Pawel, for installation, no, it is not difficult at all. Pawel, for installation, no, it is not difficult at all. Attached is the drawing instruction which will be Attached is the drawing instruction which will be matched for every lamp. matched for every lamp. •And I attached a Video to show you how to install, you And I attached a Video to show you how to install, you will notice that we have done most of works, you just will notice that we have done most of works, you just need to hang them up is ok. Trust on me. I would like to need to hang them up is ok. Trust on me. I would like to grow up together with you.grow up together with you.•Yours sincerelyYours sincerely•LilinLilin•……•…… 3232学习课堂学习课堂Dear pawelDear pawelIt is really great that you will get new showroom, so it means your business isIt is really great that you will get new showroom, so it means your business isbigger, isn’t it?bigger, isn’t it?   Pawel, we worked together for 3 years, I am happy for you, and now your qtyPawel, we worked together for 3 years, I am happy for you, and now your qtyincreased to 40ft full container. You know our first order is only 6 lamps for sample.increased to 40ft full container. You know our first order is only 6 lamps for sample.Pawel, for celebrating your new showroom opening, we have gift for you! Haaah,Pawel, for celebrating your new showroom opening, we have gift for you! Haaah,1.1.To make one big advertising billboard for you.To make one big advertising billboard for you.2.2.To make paper catalogue for our new products by your company info.To make paper catalogue for our new products by your company info.3.3.To send you our updated new design for samples and also with 2 large crystal To send you our updated new design for samples and also with 2 large crystal chandeliers. chandeliers. There will be fair in Germany, we will give you our sample for you to exhibite. There will be fair in Germany, we will give you our sample for you to exhibite. Let’s hand in hand to create more success!Let’s hand in hand to create more success!Best regards!Best regards!Yours sincerely    Yours sincerely    LilinLilin…..…..…..…..3333学习课堂学习课堂询盘回复要点v及时回复 ( (原则原则2424小时内小时内) )v专业知识 换位思考v站对位置 34学习课堂三、跟进客户WHY？？HOW？3535学习课堂学习课堂1.对于没有回复的客户•定期关怀定期关怀•周期性的跟进，针对上次的周期性的跟进，针对上次的报价报价报价报价•节日的问候节日的问候•放假通知放假通知•价格变动的通知价格变动的通知3636学习课堂学习课堂 询盘跟进（一）已报价Dear PeterDear PeterHave you received my mail on XXX regarding the Have you received my mail on XXX regarding the quotation for MD8725 you required? Anyhow, I quotation for MD8725 you required? Anyhow, I send you again for reminding.send you again for reminding.Best regards!Best regards!Ann Ann …….. ..…….. ..3737学习课堂学习课堂询盘跟进（二）已寄样品Dear PeterDear PeterNow I am here writing to you wish everything well with you and your Now I am here writing to you wish everything well with you and your esteemed company.esteemed company.I got info from DHL feedback that you have got our sample dated xxx. I got info from DHL feedback that you have got our sample dated xxx. I hope it is good for your testing and study. I hope it is good for your testing and study. Any comments by return will be much appreciated. It will be our big Any comments by return will be much appreciated. It will be our big pleasure if we have opportunities to be on service of you in near pleasure if we have opportunities to be on service of you in near future.future.Looking forward to your prompt response.Looking forward to your prompt response.Thanks and best regardsThanks and best regardsANNANN…….. ..…….. ..3838学习课堂学习课堂3.对于有回复，一直无订单n价格变动通知（尤为重要）价格变动通知（尤为重要）n国内，国家市场的形势交流（埃及）n节日的问候n新产品的推荐新产品的推荐n放假通知放假通知n结合我们的私人展示厅3939学习课堂学习课堂 跟进重点跟进重点–催款催款–备货情况及时沟通备货情况及时沟通–发货后的及时通报船务信息发货后的及时通报船务信息–后期跟踪到货情况后期跟踪到货情况–催促客户翻单催促客户翻单–其他产品的推介其他产品的推介已已成成交交客客户户4040学习课堂学习课堂Dear Mr. Khaled,Dear Mr. Khaled,Due to rising price in the world-wide market, after this month,Due to rising price in the world-wide market, after this month,We will increase our price about We will increase our price about 5%.5%. Since you are a valued Since you are a valuedcustomer of long standing, we wish to give you the opportunity to beat customer of long standing, we wish to give you the opportunity to beat the price increase by ordering now at the current prices. As I know yourthe price increase by ordering now at the current prices. As I know yourorder circle, now the time it is.order circle, now the time it is. If your order this time is 2 containers, we will provide you additional 2%If your order this time is 2 containers, we will provide you additional 2%disount for support and will be big advantage than your competitors.disount for support and will be big advantage than your competitors. We look forward to your early reply.We look forward to your early reply.Best Regards,Best Regards,AnnAnn…….. ..…….. ..案例案例 涨价通知涨价通知4141学习课堂学习课堂 跟进重点跟进重点–定期关怀定期关怀–特价或有新产品时及时通知特价或有新产品时及时通知–寻找新的合作点寻找新的合作点–把握把握“度度”从从未未回回复复的的客客户户4242学习课堂学习课堂Dear Mr Gary,Dear Mr Gary, How are you? Hope everything is OK with you.How are you? Hope everything is OK with you. Now we are writing for keeping in touch with you for further business. If any Now we are writing for keeping in touch with you for further business. If any new inquiry, welcome here and we will try our best to satisfy you well withnew inquiry, welcome here and we will try our best to satisfy you well withcompetitive price as per your petitive price as per your request. By the way, how about your order with item 106? Hope there would be an By the way, how about your order with item 106? Hope there would be an opportunity to cooperate with each other.opportunity to cooperate with each other. Warmest Regards,Warmest Regards,AnnAnnABC COMPANYABC COMPANY案例案例4343学习课堂学习课堂 跟进重点跟进重点–已报价情况已报价情况–已寄样品情况已寄样品情况–已沟通过的技术参数情况已沟通过的技术参数情况有有回回复复未未成成交交的的客客户户样品费用+快递费用4444学习课堂学习课堂Dear Mr.Sawyer,Dear Mr.Sawyer,Have you received my email regarding the Have you received my email regarding the quotation for crystal lamp?quotation for crystal lamp?Best RegardsBest RegardsAmyAmyNo Reply 14545学习课堂学习课堂Dear Mr. Sawyer,Dear Mr. Sawyer,Wish everything well with you and your esteemed company Wish everything well with you and your esteemed company ! ! We are in receipt of your letter dated Aug 10 , and as We are in receipt of your letter dated Aug 10 , and as requested we expressed you 3 catalogues for our requested we expressed you 3 catalogues for our products . We hope they will reach you in due course and products . We hope they will reach you in due course and will help you in making your selection . will help you in making your selection . Wish we will promote business as well as friendship! Wish we will promote business as well as friendship! Best wishes Best wishes AmyAmyNo Reply 24646学习课堂学习课堂Dear Mr. Sawyer, Dear Mr. Sawyer, Good morning! Hope you have got a wonderful weekend! Good morning! Hope you have got a wonderful weekend! For several days no news from you, my friend. Now I am writing for For several days no news from you, my friend. Now I am writing for reminding you about our offer for item of **** dated ** ** ** reminding you about our offer for item of **** dated ** ** ** according to your relative inquiry. Have you got the prices or not?according to your relative inquiry. Have you got the prices or not?Any comments by return will be much appreciated. It will be our big Any comments by return will be much appreciated. It will be our big pleasure if we have opportunities to be on service of you in near future. pleasure if we have opportunities to be on service of you in near future. Your reply is highly appreciated! Your reply is highly appreciated! Thanks and best regards, Thanks and best regards, AmyAmyNo Reply 34747学习课堂学习课堂Dear Tom, Dear Tom, Now we are writing for keeping in touch with you for Now we are writing for keeping in touch with you for further business. If any new inquiry, welcome here and we further business. If any new inquiry, welcome here and we will try my best to support you well with competitive prices will try my best to support you well with competitive prices as per your request. as per your request. By the way, how about your business with item ***? Your By the way, how about your business with item ***? Your news is very important to make development of our factory, news is very important to make development of our factory, and it is important to enhance our cooperation,too.and it is important to enhance our cooperation,too.Thanks and best regards, Thanks and best regards, AmyAmyNo Reply 44848学习课堂学习课堂处理询盘要点1.简单2.专业,突出重点3.抓住客人的抓住客人的“胃胃“ (第二个胃第二个胃) CD4.及时5.换位思考6.认真阅读邮件认真阅读邮件 4949学习课堂学习课堂 自信自信是成功的先决条件是成功的先决条件谢谢大家谢谢大家5050学习课堂学习课堂。