【正文】 價(jià)格，數(shù)量等細(xì)節(jié)已經(jīng)確認(rèn)，對(duì)于這種情況，要了解清楚訂單狀況，部署策略，既不得罪客戶，也不讓公司難做。對(duì)客人來說，可能你不夠好，但還是可以接受的。對(duì)公司來說，也做到了在正常情況內(nèi)，而不是例外的。Hi Grace,Regarding free samples, we have confirmed 3pcs during our meeting. Now you changed to 2pcs. Please double check and confirm. We would like to get your good support and go on for more orders.Best regards,SimonNotes1. 客戶有自己的要求和希望，他也想得到他希望的。要尋找適合的方法解決問題。Dear Simon,Regarding the points you mentioned, please find our reply as below.Our boss only allowed 2pcs free. 3pcs is beyond our control. As we never allow any free sample for customer. But we can promise you that we can allow you one more piece for your repeat order. Let’s do it step by step. I do hope we could confirm this point.Best regards,GraceNotes1. 有針對(duì)性地回復(fù)客戶的郵件，讓他明確知道結(jié)果。2. 建議和轉(zhuǎn)告公司接下來的做法?？v然有些承諾可能是虛的，因?yàn)檫@是以后的事情，但是話要說在前面。因?yàn)橐幸粋€(gè)可以讓人接受的理由。就像平常大家互相吵架一樣，要和好了，要有一個(gè)可以讓大家下臺(tái)的臺(tái)階。167。點(diǎn)石成金1. 訂單落實(shí)的過程涵蓋了各個(gè)方面，樣品洽談只是很小的一方面，卻至關(guān)重要。與之聯(lián)系的客戶絕大部分都是采購(gòu)經(jīng)理，每個(gè)都是精英，我們有機(jī)會(huì)和精英們打交道，也是很棒的。和精英們打交道，我們也不能經(jīng)常扮演配角。在開始時(shí)，可以謙卑地了解客戶的需求和實(shí)力。通過循序漸進(jìn)的引導(dǎo)，從而扮演主角，主導(dǎo)合作，把握大局，步步為營(yíng)，環(huán)環(huán)相扣。在有限的條件惜下，創(chuàng)造無限的商機(jī)，實(shí)現(xiàn)雙贏。2. 語言應(yīng)用。并不是說要注重一些偏僻冷門的詞語，而是通過用最平實(shí)，最能表達(dá)意思和情感的詞語，就可以達(dá)到有效的溝通！客戶寫的郵件都很挑剔，我們對(duì)自己就更要有要求了。造詣修煉得高一點(diǎn)，這樣才能更好地為客戶服務(wù)，同時(shí)自己也收獲財(cái)富。一封寫得到位的郵件，確確實(shí)實(shí)可以增加成功的砝碼。一方面可以體現(xiàn)個(gè)人的專業(yè)水平，另一方面可以順利達(dá)成訂單。3. 在洽談的過程中切忌急躁。客戶也許咄咄逼人，但是方法總是有的，需要冷靜地對(duì)待客戶的問題。想方設(shè)法為客戶考慮，為公司創(chuàng)收。Dear Water,Good day. Here is Echo from ETA (Germany), Shenzhen office. Thank for your products presentation.We are interested in your products。 please kindly fill in our quotation sheet here attached.Any questions please contact me freely.Br/EchoReply to the aboveDear Echo,Thank you for your kind , showing interests in our products.Could you let us know more details? Which item would you like most? We hope to talk by details. Please find the attached file for reference.More information is available as requested. Looking forward to hearing from you soon.Best regards.WaterNotes1. 國(guó)外的客戶通常都有固定的報(bào)價(jià)單，或者是公司調(diào)查表要求供應(yīng)商填寫。內(nèi)容不盡相同，產(chǎn)品報(bào)價(jià)單主要是針對(duì)具體的產(chǎn)品型號(hào)，而公司調(diào)查表更側(cè)重于對(duì)大的方面的了解，比如公司實(shí)力，產(chǎn)品特點(diǎn)，質(zhì)量控制等。這些都是客戶對(duì)工廠深入了解的一種方法。所以在回復(fù)客戶的郵件時(shí)，需要結(jié)合公司的實(shí)際情況加以描述。這也是向客戶展示產(chǎn)品，展示公司實(shí)力的一個(gè)機(jī)會(huì)，必須認(rèn)真對(duì)待。2. 回復(fù)客戶的郵件，不能只是單純的回復(fù)。因?yàn)樽鳛閺S家，主要的目的是銷售產(chǎn)品，主動(dòng)向客戶介紹產(chǎn)品是必要的。在不明確客戶的需求時(shí)，要適當(dāng)詢問。詢問的同時(shí)，還要向客戶提供更多的合作信息。體現(xiàn)出一種貼心的服務(wù)，而不是客套。Dear Water,Thanks for your .Regarding this model we attached here, we need the price below for our market. Please check.Thank you very much.Br/EchoReply to the aboveDear Echo,Thanks for your kind reply.Regarding the item you mentioned, I have the following questions for you.﹡What connectors would you prefer? As our standard connectors including 5 popular brand phones, they are Nokia 1pc,Sony Ericcson 1pc,Motorola 1pc,iPod 1pc,Samsung 1pc.Will you have other request?﹡What kind of package would you prefer? Our normal package that by blister + paper card?﹡What’s the quantity for your initial order?﹡If you have special request, you’d better let us know in advance. We must do the best to meet your demand.Can I get your reply before we confirm a best price to you?Best regards,WaterReply to the aboveDear Echo,Glad to talk to you by phone just now. To begin new business with ETA on new items, our management supports me to proceed at the price US$.Please check the attachment for our offer. It is the standard one. Surely you could use ETA brand.Now the SOLAR charger is quite popular on the market. We believe this item would be popular with its nice design and functions, too.Look forward to your kind confirmation soon.Best regards,WaterReply to the aboveDear Water,Thanks for your support.Would you please kindly let me know, how many days you can arrange a sample here attached, for our German office? And the information:Company: eta GmbHAdd.: CarlZeissStra8 633 Roedermark/GermanyTel: +49 6074 6960Fedex: 153 260Any questions pls contact me freely.Thank you.Br/EchoReply to the aboveDear Echo,It is OK to send you a sample for test first. I will check the samples availability again. As I was told no samples that since last week. If we have one on hand today, we could send you immediately.I will confirm you when we send out. But normally we need 5 days to send out a new sample.By the way, could you let me know the contact person? Can I send to Mirko directly? Looking forward to hearing from you soon.Best regards,WaterReply to the aboveDear Water,Sorry that I forget to tell you, please send it to Marcel Schuler. And if the sample is ready to send out please kindly let us know.Thank you.Br/EchoReply to the aboveDear Echo,How are you doing? As per the phone call yesterday, I would like to tell that we have to wait for the package till tomorrow.So we will send the sample to your German office on next Monday. I will let you know the tracking number then.Sorry to keep you waiting so long.Have a nice weekend.Best regards,WaterReply to the aboveDear Water,Thanks if there is tracking No. available, please kindly let me know.Br/EchoReply to the aboveDear Echo,How are you doing? Please kindly check the parcel with Fedex by the tracking number 8587 8065 08.Here I would like to enclose the latest SPEC and photos for you reference. Hope it could help you to understand more about our products.If you need more information from me, please kindly let me know.Sorry to keep you waiting a long time Again.Best regards,WaterReply to the aboveDear Water,Thanks for your supportBr/EchoNotes1. 在確認(rèn)報(bào)價(jià)之前，第一：必須向客戶了解清楚他的實(shí)際需求，因?yàn)閲?guó)外客戶的想法和國(guó)內(nèi)的想法有些不同，國(guó)外客戶比較習(xí)慣一次性知道一整套產(chǎn)品的價(jià)格，而不習(xí)慣知道某部分是什么價(jià)格，另一部分是什么價(jià)格。否則會(huì)給客戶造成困擾。第二：如果根據(jù)標(biāo)準(zhǔn)報(bào)價(jià)，價(jià)格要清晰體現(xiàn)所包括的主體和附件分別是什么，是怎樣的。2. 寄送樣品期間，有可能會(huì)出現(xiàn)一些意想不到的狀況，比如延期，因?yàn)楸仨毺崆白尶蛻糁狼闆r。但更重要的是讓客戶知道解決問題的方法和結(jié)果。同時(shí)，要向客戶傳遞產(chǎn)品的特點(diǎn)和優(yōu)點(diǎn)，以利于客戶更深入的了解產(chǎn)品。這是客戶服務(wù)里重要的一點(diǎn)。不斷向客戶提供有用的信息，有利于客戶對(duì)產(chǎn)品的進(jìn)一步認(rèn)識(shí)，為合作做鋪墊。Unit 3 Price Bargain價(jià)格商談內(nèi)容簡(jiǎn)介價(jià)格在整個(gè)業(yè)務(wù)流程中式重中之重的一個(gè)部分?？梢哉f價(jià)格直接決定訂單的達(dá)成。作為關(guān)鍵的一個(gè)環(huán)節(jié)，在業(yè)務(wù)洽談中出現(xiàn)的問題必然也很多。本小節(jié)將以實(shí)例的形式討論如何應(yīng)對(duì)和化解這些問題，根據(jù)不同的案例，進(jìn)行詳細(xì)的分析，通過每一封郵件的回復(fù)，引導(dǎo)大家出奇制勝。1. New price request for repeat orderDear Aaron,The Evian and Wins people want