外貿(mào)業(yè)務(wù)員日常的工作就是要將產(chǎn)品或服務(wù)銷售出去，一個優(yōu)秀的業(yè)務(wù)員更是要格外注重產(chǎn)品質(zhì)量、跟進溝通、優(yōu)質(zhì)服務(wù)等。在這個過程中外貿(mào)業(yè)務(wù)員會遇到各種各樣難題，比如說給他們發(fā)錯樣品、客戶不付打樣費等，這時候又該如何解決呢？該如何跟進客戶呢？本篇文章來和大家一起討論一下，當外貿(mào)人遇到以下這些難題時，該怎么辦？

我們給客戶發(fā)錯樣品了，客戶需要DVD但我們發(fā)了顯示器，如何減少我方損失？不讓客戶退回來讓客戶自行解決，畢竟只是樣品。

回復(fù)思路：道歉，如果產(chǎn)生的問題容戶也有責任，在顧及客戶的面子下間接的提出來。

Dear XXX,

I am so sorry for my mistake , I didn’t recognize that you need a headrest DVD actually , l just noted your direct product order link from Alibaba inquiry , in fact , as you got ,HM866-MP5 is just a monitor without DVD function , apologize you for bring such big inconvenience . But , in order to decrease your lost , may I forward three solution as following :

1.Could you help us try to sell this monitor in your market ？because the returning freight is expensive even much higher than the worth of product itself .

2.If nobody buy it , do you mind to use it and connect DVD player , whose video wil transfer to HM866-MP5, you still can watch DVD program , how do you think ?

3. If you don＇t like it at all , of course , we accept that you return it to us , just could you please pay the shipping cost in advance , then , we remove the cost from your new order DVD player . we will recommend another model with DVD player , but it‘s not the same appearance with HM866-MP5.

I wait for your final advice .

Yours sincerely ,

XXX

有個荷蘭客戶現(xiàn)在在要求我們打樣，樣品國家有點多，十幾個國家都要求打樣，旗幟圍巾類產(chǎn)品我們自己工廠做可以滿足，但是棒球帽和護腕這兩款產(chǎn)品我們也是外購的，去外購工廠那邊打樣首先是費用比較高（客戶那邊不付打樣費），其次是工廠也不太愿意給我們打那么多個款的樣品，客戶也明確表示他們這么多國家的樣品即使打樣了，也不一定每個國家都會下單，他們要看每場賽事的結(jié)果來下單。我也建議過客戶能否打四五個國家的樣品給客戶參考，但是客戶沒同意，堅持每個國家都要打樣。我本來想以加快出樣速度這一點再跟客戶談?wù)劊芊竦却_定哪些國家會下單，然后我們再打這幾個國家的樣品給客戶，但是剛剛確認了一下這兩款產(chǎn)品出樣都要一個月，看來沒法用這一點跟客戶談了，我想問問我要怎么寫這個郵件給客戶能讓客戶放棄打那么多國家的樣品。

Dear XXX ,  

Thank you very much for your kind patience to confirm so much details with us .

As we confirmed that you would need to take samples for around 20 countries , sure I really love to support you on it . Today your issue was mentioned in our company " Potential VIP Customer " meeting , our company would love to support you on the free samples , but we also need your support on the sample quantity :

1.We would love to offer you the free samples for only 4-5 countries so that you can test the using of them , especially the quality of them. ( I do believe the main purpose of the samples is to test the quality of it and to confirm the specifications so that we don’ t make mistakes on it . )

2.If you really need all the samples , our company would request you to pay us around $ xxx total including shipping , please do believe we don‘t get any profits from the samples , we just would love to make the samples more valued .( People would pay more attention to the things that they pay , right ? )

So our company really hopes , as potential business partner , we should try our best to share understanding and support to each other so that we can grow together .

Your reply on the confirmation would be highly appreciated . ( I do believe both of us would try to make our " effort we paid to this order " happen as we spent so much time on it .)

Best Regards ,

Yours XXX

客戶收到樣品后怎么跟進？

回復(fù)思路：下面的三個話術(shù)都是針對客戶收到樣品后如何更好地跟進客戶，這個時候跟進客戶的大忌是那些冷冰冰的How about the sample testing這類的空洞的話術(shù)，我們要想成功地撬動客戶針對我們樣品測試的回復(fù)，那我們就應(yīng)該有這些充實飽滿的話術(shù)，這樣子客戶根本找不到不回復(fù)我們的理由，只要客戶一回復(fù)，我們就有機會在樣品戰(zhàn)中脫穎而出。

Dear XXX ,

Wish you have a nice day and everything goes well .（后面的溝通是不用再自我介紹的，請注意。）

I just checked the logistics information and the goods have been successfully signed . I am so excited about it and I have to say thank you for your patience and effort on this order so that we finally made this order happen .

I do believe now you should be in the testing procedures , sure if you have any questions about the samples testing , please share them with me so that I can offer you the help with my professional product knowledge and experience.

Our biggest holiday , Spring Festival is approaching to the end of this month . I really hope we can confirm the order before our holiday so that we can collect the material for your order so that we can arrange the production for you as long as we come back . ( This is our special period , so sure the sooner we prepare the order the better and sooner we can offer you the product after our holiday. )

Your reply on the confirmation would be very helpful for us to confirm the order details for 3,000 pcs.

Looking forward to your kind reply .

Best Regards ,

Yours XXX

這個客戶第一次給他寄了樣品后，但他不滿意，我寄給他的是單面打印滲透效果比較好的，我們通常把他當做雙面的，可是客戶要兩面完全雙面打的。因為上次和他預(yù)期的不一樣，他希望我們重新寄雙面給他，不承擔運費和樣品費，他說是要訂購500條，金額大概有10000美金，但是老板覺得風險又比較大，應(yīng)為樣品和運費成本比較高。我看了他阿里巴巴的資料，他目前也并沒有找其他供應(yīng)商，但我感覺他對我們的態(tài)度沒有第一單開始時那么好了，現(xiàn)在寄是肯定寄給他的，就是現(xiàn)在我想要向老師要一個高情商點的文案，看看能不能提升一下我們之間的好感度，亡羊補牢一下。

Dear XXX ,

Thank you very much for your kind understanding .

Please do trust a good business needs more communication and some extra unnecessary “barrier”. anyway we are achieving the destination what we want to achieve .

People is always: cherish more when experiencing more . I do hope this is the same for us , aha . it is really an amazing feeling to have a communication with a man from 14,000 miles away in the early morning ( China Time ), I hope one day this 14,000 miles can become 0.

Best Regards ,

Your XXX

我給之前跟進過的那個客戶送樣品，但打樣的時間有點長，然后客人下樣品單的時候我答應(yīng)給客人規(guī)格書，后來忘記了這個事情，然后這期間我也忘記聯(lián)系客人去澄清這些事情，到樣品做好，上周客人收到樣品，然后我今天發(fā)郵件問客人測試樣品需不需要什么技術(shù)上的支持，客戶回復(fù)說我們速度反應(yīng)太慢，不放心下單給我們，我們的產(chǎn)品本身應(yīng)該是很有優(yōu)勢的，從外觀到性能，只是客人對我們寄樣時間太長，以及我個人的中間沒有追蹤到位，很耿耿于懷，我總感覺客人感覺我好像騙了他一樣，現(xiàn)在這個郵件應(yīng)該怎么回復(fù)比較好呢？

Dear XXX ,

Appreciated highly for you telling me this truth and feedback , meanwhile , it is a big shame for me that don’t let you feel happy for my service . I am so stupid that make such kind of mistake , it is a deep and lesson in my international business.

Supposed there were another chance , I would do my best and answer you earlier and fast , make everything clear , please kindly understand that I really don’t want to lose you and want to service to you again , could you please give me a chance again?

As you mentioned , you like the color of our capacitor , Please don‘t reject our entire company and team because of my mistakes , if you still think Amy is not in the level as you require , I will invite our engineer or another colleagues to follow up you . How do you think ? I most welcome your any advice and suggestion.

Thousands of thank you very much if you can give us a chance again . I believe that we can do better and better in future .

Yours sincerely ,

XXX

當我們遇到客戶不愿意付樣品費的時候，我們可以利用下面的這種站在人性的高度的話術(shù)去說服客戶。

Dear XXX ,

Thank you very much for your kind reply .

I am very sorry but as the first cooperation , I am afraid our company would not accept to send you the free sample .

Anyway please do trust we can deduct the sample cost in our bulk order , business should share understanding and support to each other , we would love to help , but at the same time I need your help too, as we know customers would pay more attention to the " paid " things but not " free things ", we won’t get huge profits from the samples , but as per my experience only＂payed samples " bring orders but not " free samples ", I really hope you can understand.

The shipping cost is only *** total door to door delivery. For building our long term partnership .

Every car has a strict quality inspection before it leaves the factory . I am confident you will be satisfied with our quality and function .

Looking forward to your kind reply .

Best Regards ,

Yours XXX