如何跟踪客户(外贸函电篇)
一、买家询盘为泛问所有产品
询盘格式通常如下:
We are intere stedin all your produc ts, couldyou please send us more inform a tion and sample s aboutyour produc ts and pricelist?
可参考如下模板回复:
Dear Sir/ Madam,
Thanks for your inquir y at Made-in-China.
We are profes siona l suppli er for plushtoys at compet itive price, locate d in Na njin g City, Jiangs u Provin ce. Here is the attach mentwith some pictur es of our produc ts that may suit your requir ement s, for more, please checkour websit e, and select the produc ts that you’re intere stedin.
We have greatintere st in develo pingbusine ss with you, should you have any i nquir ies or commen ts, we wouldbe glad to talk in detail s throug h MSN:XXX \ mailsor any way you like.
(附件内容可挑选一些公司主打产品)
客户泛泛咨询时,往往真实购买意图一般,除非其正好需要/感兴趣您现在的产品或您挑选出的主打产品。对能给予继续回复的客户应继续重点追踪,没有回复的客户则可以考虑不必花费大量时间追踪。
二、买家询盘为针对公司具体产品发的询价
此类询价目标性较强,真实有效性较高,需重点跟进。已经根据买家询盘内容做出了具体回复,并同时报了价格,但买家没有再发邮件过来。
建议可发以下类似邮件提醒买家:
Dear Sir/ Madam,
Good mornin g!
For severa l days no news from you, my friend. Now I am writin g for remind ing you aboutour offerfor item of XXX datedXXX accord ing to your relati ve inquiry at Made-in-China. Have you got (or checke d) the prices or not? Any co mmen ts by return will be much apprec iated. (可根据客户要求的产品加上自己产品的特)
It will be our big pleasu re if we have opport uniti es to be on servic e of you in n
ear future.
Lookin g forwar d to your prompt respon se.
(可将第一次发给客户的邮件内容附在邮件下方以提醒买家第一次邮件回复内容。)
若过段时间,买家还是没有回复邮件,建议可再发如下类似邮件再次追踪:Dear Sir/ Madam,
How are you? Hope everyt hingis ok with you all along.
Now I am writin g for keepin g in touchwith you for furthe r busine ss. If any ne w inquir y, welcom e here and I will try my best to satisf y you well with compet it ive prices as per your reques t.
By the way, how aboutyour order(or busine ss) with item XXX? If stillpendin g, I wouldlike to offerour latest prices to promot e an opport unity to cooper ate with each other.
如果连续三封邮件发出去之后买家仍然无动于衷,基本证明买家可能对您产品/价格不感兴趣或者由于其他原因暂时不需要您的产品,我们应暂时搁置,将时间用在继续寻新的目标客户上。
当然也有很多非常好的买家会被您的毅力感动,回复告诉您一些关于产品进展的情况,我们千万不可急于求成,而应按照客户的提示有针对性得去保持追踪。
以下为几种经常收到的买家回复:
1.客户收到跟进邮件后,如果觉得还没有对我们产品有需求的话,他/她一般都会说以后联系,不管怎样,能让客户回复已经不错了,说明以后还是有机会的:Dear,
I’m doingfine, thanks for your inform ation.
I’m stillin the planni ng of buildi ng my new house, due to the work constr ain I decide d to delayit first.
Anyway I will contac t you once I decide d. Thanks!
2.收邮件的人不是公司决策者
Dear,
Thankyou! I receiv ed your emailand I sent it to my boss. He didn't tell me any thi ng just now.
I will contac t you soon once got any news.
3.告诉您不及时回复邮件的原因
Dear,
I receiv e more than 10 offers everyday and it will take me some timesto look into each and everyoffers. I will contac t you in the future if you are in our sele ct ion of compan ies.
Many thanks for your co-operat ion.
跟进技巧:这类客户建议可通过发新产品介绍或者新报价的方式来保持联系,相信时间久了成为您客户的可能性还是比较大的。至少让买家对您留有印象,即使暂时不需要您的产品,日后有需要的时候也会首先想到您。
4.可能暂时不需要您的产品,但会问其他产品或者详细咨询一些与产品相关的问题,如:
Dear,
Please excuse the delayin my reply.
I have been so busy search ing throug h all the mails, concer ningthe plushtoys projec t.
May I ask you, whereyou purcha se your soft fabric for the toys? We have a cu stom er who is intere stedin this subjec t.
In the coming days, I will replyconcer ningsome sample s.
跟进技巧:这样的客户就要根据公司的实际情况来回复了,建议不管能否帮得上忙都能给些回复和建议,暂时不能成为客户也可以先做朋友嘛,至少他问的是与您产品相关的问题,中国有句俗话“多个朋友多条财路”,特别是生意上的朋友!
5.想借机刺探军情的
Dear,
Sorryfor the late reply. I will get back with you later.
I am very busy at the moment. If you have US custom er as refere nce, that wou ldhelp a lot.
I am not here to stealinform ation. We use refere nce in US to genera te trust, ju st like you have "connec tions" (friend s) amongChines e.
跟进技巧:
应对这样的买家,如果公司在U S地区有关系较好,规模较大的老客户,不妨挑选两个介绍给他/她,这样很能显示您的实力。但回复之前还是应根据公司具体产品在这个地区的推广情况来做妥当回复,站在买家立场多思考其询问的真正目
的,一般简单告知公司名称即可,谨慎透露对方。
如果在US地区没有客户,可以多介绍一些其他国家的客户来显示公司实力,同时向买家暗示我们在U S地区还没有合作伙伴,如果您和我合作,将会帮助您开发整个US市场。
外贸询盘6.讨价还价
Dear,
Thanks for your reply, I have receiv ed your quoteand I am curren tly lookin g th roug h all of the quotat ionsthat I have receiv ed. Curren tly your prices aren't th e best but your produc ts are very good. If you couldmake your prices more c ompet itive I am sure we wouldbe puttin g an orderin with you very soon.
跟进技巧:可根据具体价格情况回复客户,或通过询问客户订单量大小来做可能范围内的让步。
总结:
对于有效询盘,我们一定要保持跟进。买家每天都会收到很多O ffer,市场竞争很激烈,如果我们不跟进,买家很有可能会忽略我们。跟进过程中,更重要的是细细体会各种可能的原因,积极采取相应措施,激发、把握买家购买意图,达成合作。
另外,我们建议,跟进邮件的发送时间宜选择在星期二到星期五期间,星期六、星期日最好不要进行这样的跟进邮件(特别是主动的业务开发邮件)。因为星期一上班后,客户的邮箱里往往会充满了需要处理的工作邮件,人们常常会没有时间或耐心仔细阅读此类业务开发邮件,机会从而也会大打折扣了。
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