本期模板目錄

失聯(lián)客戶篇

1、5個(gè)郵件追蹤小工具

2、客戶未看郵件如何跟進(jìn)？

3、客戶看了郵件未回復(fù)，如何跟進(jìn)？

4、客戶看了郵件，一周未回復(fù)的可能原因。

樣品篇

1、樣品確認(rèn)模板

2、請(qǐng)客戶支付樣品費(fèi)的小技巧

3、樣品派送模板

4、測(cè)樣跟進(jìn)模板

失聯(lián)客戶篇

01

郵件追蹤小工具

1、 was my email read

http://www.wasmyemailread.com/

可追蹤到郵件是否已讀，對(duì)方閱讀時(shí)的地理位置，并且得知郵件被讀幾次。

2、 who read me

http://whoreadme.com/

可追蹤到郵件是否已讀，且郵件的附件被下載時(shí)，會(huì)收到通知。

3、 閱否

http://www.ifread.com/

當(dāng)客戶收到郵件，你會(huì)收到已閱回執(zhí)。不過有時(shí)，并不是特別準(zhǔn)，有時(shí)對(duì)方已讀，卻沒收到回執(zhí)。

4、 https://www.readnotify.com/

注:此類小工具一般會(huì)有時(shí)效性,超出時(shí)間則不可用。

5、 http://www.getnotify.com/

這些追蹤服務(wù)，都是應(yīng)用一個(gè)原理：

利用一張追蹤圖片，這張圖片可以是看不見的透明圖片、你公司的LOGO或你郵件簽名圖片等等。當(dāng)你把追蹤圖片插入到要發(fā)送的郵件內(nèi)容中，收件人一打開你的郵件，郵件里的圖片就會(huì)發(fā)送一個(gè)請(qǐng)求到它們服務(wù)器，進(jìn)而給你發(fā)送通知。

02

客戶未看郵件如何跟進(jìn)

回盤、現(xiàn)報(bào)價(jià)、樣品、PI等發(fā)過去一個(gè)多星期了，客戶那邊一點(diǎn)動(dòng)靜也沒有,也沒有看到客戶有任何閱讀回執(zhí)或查看過郵件的記錄，這時(shí)候我們可以發(fā)以下郵件過去提醒客戶查看郵件。

1.

From:

Send time:Saturday,October 31,3015 09 53 AM

To:

Subject:

2.

Hi Mike,

Could I remind you to check my email dated 3.1st of Oct?

Waiting for your reply soon.

3.

Hi Mike,

It's been a time no any news hear from you.How are you recently?

I have sent you a quotation dated 31st of Oct,have you got i?

If so, what's your idea abt it?

If not.could you take few mins to review it as follows?

Your earlier reply will be highly appreciated

客戶電話說好的會(huì)回復(fù)郵件，可是3-4天后還是沒有任何消息，可以寫封迂回的郵件去催促客戶的反饋：

Hi Mike,

I'm sorry to disturb you again.

However,disturbed is not my purpose.As you know every company has his or her rules for every sales,and we should feedback the valuable customer's feedback on weekly meeting.So that we could help them better.

My friend,dear Mike,any of your idea abt our silicone now?Or you have any other worries hope you can be frankly let us know?

Waiting for your reply soon.

03

客戶看了郵件未回復(fù)，如何跟進(jìn)

有時(shí)候客戶看了郵件隔了1個(gè)星期還沒有回復(fù),可能原因:

A.出差、假期

B.對(duì)你產(chǎn)品不感興趣

C.郵件沒有特別的亮點(diǎn)吸引客戶

D.不想更換供應(yīng)商

E.報(bào)價(jià)太高

F.付款方式不是想要的

G.交期

H.需求

I.其它:個(gè)人或親人病重等

第一種:直接詢問式

Hi Mike,

Tks for reading my email just now.

May I know what's your idea abt it?

Your earlier reply will be highly appreciated.

第二種: 從商業(yè)角度，讓客戶坦白顧慮

Hi Mike,

Tks for reading my email.I think you must too busy to reply me or do you still have something into consideration.

It so,could you frankly let me know army of you worries?Such as price,quality,payment terms,demand or others?

So that we could know how ho help&support you.

We are very sincerely to cooperation,no matter your answer is positive or negative.We highly appreciate it,just hope you can open your heart.

Waiting for your reply soon.

第三種: 從朋友角度，讓客戶坦白顧慮

Hi Mike,

Long time no hear from you, I appreciate for your kindly to check my email again.

I think you should be not convenient to reply my email at moment or do you still have some worries abt our products? Such as price, quality, payment, demand or others.

If so, hope you can be frankly informed me so that we could know how to help &support you. Dear Mike, I really appreciate for the god to let me know you, Business may past, but we still a

good friend, yeah? And I think you will also not refuse a friend to help you by her sincerely heart, right?

Your earlier reply will be highly appreciated.

Sincerely

第四種: 直接羅列解決方案讓客戶說出自己的顧慮

Dear Thomas,

Tks a lot for kindly to check my email.I think you must too busy to reply me or do you still have something into consideration?

1.If the MOQ problem

-We can support you 100kgs as the first cooperation to try the market

2.If the shipping cost of the sample

-A.You can just transfer us some deposit, we'll return it to you when you confirm the order.

-B.In order to show our sincerity, we can bear half of it and you afford the balance, how's your idea?

3.If the price

You can test our sample at first, after getting the good feedback, shall we discuss price again basic on it’s real values?

4.If the payment terms

We can support you 50% T/T in advance, balance against the B/ L at sight.

Also L/C will be also acceptable.

Or do you still have any other worries, pls be frankly let me know so that we could know how to help you.

案例:

在去年12月份在google上找了一個(gè)UAE的大客戶，主動(dòng)開發(fā)客戶很有意向測(cè)樣，2月份中旬跟客戶確認(rèn)各方面需求終于把樣品發(fā)出去，從3月份到6月份進(jìn)行過樣品的各種測(cè)試,樣品測(cè)試非常OK。

原本客戶是非常有意向談合作的，但是鑒于價(jià)格問題談了一段時(shí)間雙方都做出了讓步之后，雖然沒達(dá)到客戶目標(biāo)價(jià)，客戶也沒有再說價(jià)格問題，后面就是他們展會(huì)高峰時(shí)間，要全球各地的去參展，說等展會(huì)回來之后8月份再確認(rèn)訂單。

沒想到回來之后他老婆大病一場(chǎng)，我們也不好怎么特別跟進(jìn)訂單的事情，基本上都是Whatsapp上問候客戶妻子，后面10月份的時(shí)候，我有做一些近期其它市場(chǎng)客戶反饋和市場(chǎng)信息的分享信息給到客戶，客戶在10月底終于查看郵件，但還是沒有任何反饋。

后面在whatsapp上得知客戶已經(jīng)回辦公室上班，妻子大病已經(jīng)好很多。也再次查看了一些我們溝通過的郵件，本以為客戶要回來談合作，沒想到半個(gè)多月過去了還是沒任何反饋，后面我就寫了這份郵件，客戶也很真誠(chéng)的說出了他目前的一些顧慮和市場(chǎng)上遇到的困難，也讓我們找到此次合作的突破口，最終把大訂單敲定下來。

Good Morning, Dear Max，

I really appreciate for your such kindly to read my email,and I think you should be quite busy recently.On one hand,you should take care of your wife,on the other hand, you have a lot business to do as a big company's boss. So, my dearest friend, pls don't forget to take care more of your health as well. it's the most important :)

Honestly, as a sales, I want to do business with you since you are really a nice teacher for. I'm keen to learn from you abt business. As my company, we also hope find such strong&professional distributor like you in UAE.

So, Dear Max, no matter what reasons, we are always open the heart to you, hope you did as well.

If you should take all the time for your wife and not available to discuss the business at the moment, pls just advise a comfortable time, will not disturb you during this time anymore.

If price is still a problem to prevent us go head, hope you can sincerely inform us a reasonable price, then we can discuss it again.

If marketing idea problem, hope you can also share your nice business eyes&idea for the market, then I will feedback your comments for our board of direct, or we can visit you for face to face communication if needed

If others……,any problems, your opened heart &feedback will be highly appreciated.

樣品篇

1 樣品詳情確認(rèn)

產(chǎn)品需求確認(rèn)

Dear Kevin,

In order to send you the best suitable sample for RTV-123,may I confirm some information with you as follow:

1.Working Temperature?

2.Working Humidity?

3.Mixing Ration of Catalyst?

4.Color of catalyst?

As soon as confirm information,sample will be prepared for you immediately.

送樣時(shí)間,地址信息確認(rèn)

Dear Kevin,

Sample have arranged in our R&D department, and it will finished within 3days.

(告知樣品目前最新狀況)

Here in order to send you this sample safety &correctly. May I confirm some information with you as follows:

Company:?

Address:?

Contact: Mr Kevin?

Te:?

Mob:?

Post Code:?

Once the sample is ok, I will send you without delay.

Cheers

Warm Tips:

國(guó)外客戶一般不喜歡透露私人電話, 我們可以在送樣地址信息確認(rèn)的時(shí)候，迂回的問客 戶手機(jī)號(hào)碼，這樣方便后續(xù)加客 whatsapp 或有緊急事件的時(shí)候可以直接打電話給客戶本人。

2 請(qǐng)客戶支付樣品費(fèi)的小技巧

01

客戶找你

Dear Kevin,

Sample is no problem, I can apply 2Kg RTV-123 as your requirements. As my company ’ s rules, Sample is in free of charge. Shipping cost will be afford by yourself.

As just checked UPS,it's 100$,or do you have your own account?

Pls advise it, tks in advance!

02

你找客戶

Dear Kevin,

Sample is no problem,…同上

As just checked UPS, it's $100, here in order to show our sincerity, I will try my best to apply if my company can share it by half and half, (or go 50 and 50 口語化表達(dá))that mean you only need to afforded $50 as the long time business investment, will be that acceptable for you?

Ps: we support small amount by Paypal&Western Union.

Waiting for your reply soon.

03

價(jià)值說服法:

Hello Dear Kevin,

Personally, I really want to support you. However, every company has his or her rules, we can't break it as only one customer.

What's the price you buy the silicone from local market?

If it's higher $5/kg or above than us, and you can import 5tons/year, then5*5000=$25,000

That means today you just need to pay 50$ which can help you save more than 25,000$ every year at least it's really worth to invest it. Pls kindly to re-consider it again.

Waiting for your comments soon.

04

運(yùn)費(fèi)返回測(cè)試合作誠(chéng)意:

Hello Dear Kevin,

Personally, I really want to support you. However, affording half of the shipping cost is the best efforts we can do for you.

Giving others opportunity is the same for yourself. And we are regret that we can't go head as just the small amount $50,so,I have another proposal for you?

We'll return the rest shipping cost for you if your testing feedback is not good if I can apply successfully to my company. What's your idea?

3 樣品派送詳情

01

樣品派送前詳情確認(rèn):

Hi Kevin,

Your sample is ready.

Attached is the sample details of its packing picture, sample tag, invoice for custom clearance, delivery note, video, pls check &confirm it.

If that is ok, sample will be sent to you within 1-2 days.

Waiting for your confirmation ASAP.

02

樣品派送后通知:

Hi Kevin,

Tks for confirmation.

Your sample has sent out this afternoon by UPS. The tracking No. is XXXXXXXXXX. You can go www.ups.com to follow it.Normally it can be arrived to you within 3 days.

Once you get it, pls let me know, tks in advance.

03

樣品派送后送達(dá)通知:

Dear Kevin,

Just checked the UPS, it have received by Jim dated 12th of Oct of 2015.

May I know have you got it?

If so, does it all in good conditions?

Should you any questions welcome to anytime.

Hi Kevin,

Glad to hear you have got the sample in good conditions.

Here are some warm tips for you---

Pls keep all the sample attachments like sample tag, video, COA etc.

So that you it's easy&convenient for you to check the sample details.

Since addition cured silicone is a very sensitive material, pls test it with condensation silicone separately.

BTW, when will you test the samples?

(迂回的主動(dòng)問客戶具體測(cè)樣時(shí)間便于下次樣品測(cè)樣情況的跟進(jìn))

Any help welcome to me anytime

4 測(cè)樣跟進(jìn)小技巧

樣品收到后一般的詢問跟進(jìn)

Hello Dear Kevin,

How are you recently?

It's more than 2 weeks past since you have got the samples.

Do you have any comments for the feedback? Or do you need any technical support from us? pls don't hesitate to let me know anytime.

Hope to hear from you soon.

————————————————————

Hello Dear Kevin,

How are you recently?

It's more than 2 weeks past since you have got the samples. Do you have any comments for the testing?

We really hope you to get your feedback this month so that we can prepare the raw material for you in advance in avoid any delay for our busy season.

(迂回的跟進(jìn)測(cè)試結(jié)果)

跟進(jìn)樣品進(jìn)展郵件一

Dear Kevin,

Beautiful day!

I am so happy to share you a good news about one of our valuable customers who like you making artificial stone casting. He is quite happy with our silicone and give us some positive comments. Please check it as follows:

XXXXXXXXXXXXXXXXXXXXXXXXXX

如果不是同一個(gè)國(guó)家的可以直接附上客戶的原文郵件

My friend, dear Scott, attached is the table of our customer visit & sample trace. If you have any good suggestion for our products, please don’t hesitate to let us know.

Best regards,

Spark

Warm tips:?雖然自己很想要拿到客戶的測(cè)試進(jìn)展， 但不能表現(xiàn)的急于求成， 可以用這種給客戶分享其他客戶反饋和附上客戶回訪表，讓客戶提好的建議給客戶一種只是follow 不是push的， 很舒服樂于接受的感覺。

跟進(jìn)樣品進(jìn)展郵件二

Dear Kevin,

New week again, wish you have a good start.

Glad to tell you that we just researched a new kind catalyst, below is the advantage—

1.

2.

3.

If you have any customers in this requirement, we can send you some samples in your future orders.

Best regards,

Spark

Warm tips:?分享新產(chǎn)品信息， 和客戶保持適當(dāng)?shù)穆?lián)系，同時(shí)也可以盤推測(cè)敲的知道目前客戶樣品的情況

以上是本期開發(fā)信模板整理，還是那句話：

成功的單子可能千篇一律，但客戶的需求總是各有不同。對(duì)于外貿(mào)新手來說，應(yīng)該掌握的是【整合】以及【靈活】。

什么意思？

就是在每些模板上，即根據(jù)自己的行業(yè)、公司、產(chǎn)品情況以及自身的經(jīng)驗(yàn)判斷進(jìn)行調(diào)整和完善，做出一套適用于自己的郵件模板，這樣能讓自己在以后每一次與客戶進(jìn)行郵件溝通的時(shí)候都能夠高效省時(shí)，最大程度上提升客戶開發(fā)跟進(jìn)工作的整體效率和效果。

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