如何回复客户邮件.ppt

1、如何回复客户邮件,目录,一. 又爱又恨的电子邮件,二. 电子邮件制胜十法则,三. 如何回复邮件案例,THE GOOD AND THE BAD OF E-MAIL,电子邮件的好处及利弊,我们为什么喜欢它？ 我们为什么讨厌他,THE WEAKEST LINKS IN YOUR E-MAIL,电子邮件中的最薄弱环节,1 语句表达过时 2 过多使用冗长的表达法 3 要多用主动语态 4 注意标点符号的使用 5 太多客套,THE WEAKEST LINKS IN YOUR E-MAIL,电子邮件中的最薄弱环节,1 你是从古代穿越过来的吗,THE WEAKEST LINKS IN YOUR E-MAIL,电

2、子邮件中的最薄弱环节,1 你是从古代穿越过来的吗,THE WEAKEST LINKS IN YOUR E-MAIL,电子邮件中的最薄弱环节,2 So many long-winded expressions 过多使用冗长的表达法,KISS原则Keep It Short and Simple. 使用像“buy”、“try”、“start” 和“end”这样的短词，而不要用“purchase”、“endeavour”、“commence”、“terminate,THE WEAKEST LINKS IN YOUR E-MAIL,电子邮件中的最薄弱环节,3 Lets get more active 要

3、多用主动语态,不要说： 要说,Arrangements have been made for a repeat order to be de-spatched to you immediately. The seminar will be conducted by Adrian. The cause of your complaint has been investigated,I have arranged for a repeat order to be sent to you today. Adrian will conduct the seminar. I have looked in

4、to this matter,THE WEAKEST LINKS IN YOUR E-MAIL,电子邮件中的最薄弱环节,4 Colons Colons Colons 冒号 冒号 冒号,Date : 12 January Time : 9:00 Venue: Sheraton Towers hotel Date 12 January Time 9:00 Venue Sheraton Towers hotel,THE WEAKEST LINKS IN YOUR E-MAIL,商务写作中的最薄弱环节,5 Thank you! 谢谢你,使用自然文体，就仿佛在交谈，而不要使用那些已经存在论数十年的枯燥的

5、套话,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,1 Remember your ABC 记住你的ABC 2 Be courteous and considerate 礼节周到 3 Use appropriate tone 使用恰当的语气 4 Write naturally and sincerely 自然而然真诚的写作 5 Remember the KISS principle 牢记KISS原则 6 Use modern terminology 使用现代语句 7 CC to the whole world 抄送给全世界 8 Vague subject

6、 line 模糊的主题行 9 Use active not passive voice 用主动语态，不用被动语态 10 Compose CLEAR communications 用“CLEAR”手法撰写文书,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,1 Remember your ABC 记住你的ABC,Accurate(准确) Brief（简洁） Clear（清晰,认真核对实施准确 涵盖所有相关细节 细致校队,保持句子简短 使用简单的表达法 使用非专业性语言,使用简单、明了的语言 用轻松、自然地风格撰写 不要拘泥礼仪或过分亲昵,10 STEPS T

7、O GOOD BUSINESS E-Mail,商务邮件制胜十法则,2 Be courteous and considerate 礼节周到,问候语礼节、呼应（第一封信Dear Mr/Ms分清男女，之后关系好了再Hi, brother/friend）。 立即回复所有信件。即使不能立即回答客户问题，你也要发邮件告诉客户你会很快给予相近慎重的答案。今天的今天一定要回。香港、台湾、韩国2个小时内回复。印度11点之前回复。中东下午1点前。澳大利亚收到后马上回。欧洲下午三点前一定要回。美国下班前回（根据各国的时差和工作习惯统计）。 重点突出，意思明确。牢记3R原则。引导你的读者（Reader）给予你期望的答

8、案（Response）否则你永远不能确定是否会得到你希望的结果（Result） 落款要有完整称呼。落款有公司标识以及详细联系资料,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,Dear Jagtap, How are you? This is Carrie, colleague of Alina. Thanks for your inquiry, we have some questions to confirm with you. 1. The material for the belt is fused alumina zirconia with 4

9、 tpye:40#,60#,80#,120# which type do you need? 2. BOSCH GWS 5-100 has little different from what you have seen it on factory. At last, happy New Year in advance. Best regards, Carrie Yantai Sanmon Machinery Equipments Co., Ltd. A: Room 1306, No.462 South Qingnian Road, Zhifu District, 264000, Shando

10、ng, China T：0086 535 6656652 | F: 0086 535 6527199 | M: 0086| Skype:carriezhang0100 W: http:/ | E:,有称呼，有问候,有自我介绍,使用1,2 清楚明确,公司信息明确,温馨的节日祝福,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,令人不舒服的主题行,措辞即无理又生硬,过时说法,结尾很无礼，“staffs”一词不加“s,结尾处不能偷懒,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,3 Use app

11、ropriate tone 使用恰当的语气,不要说 要说,We cannot do any thing about your problem. This problem would not have happened if you had connected the wires propertly. Your TVs guarantee is up,so you will have to pay for it to fixed,Unfortunately we are unable to help you on this occasion. The problem may be resolve

12、d by connecting the wires as shown in the handbook. Your TVs guarantee has ended,so unfortunately you must bear the cost of any repairs,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,3 Use appropriate tone 使用恰当的语气,一下表达法在商务写作中要避免使用： Your failure to reply. You did not see. We must insist. You should not e

13、xpect to. Your refusal to co-operate. You have ignored. This is not our fault. I can assure you. You failed to. I have received your complaint,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,4 Write naturally and sincerely 自然而然真诚的写作,不要说 要说,I have pleasure in informing you. I should be greatful if you wou

14、ld be good enough to advise us. Please revert to us soonest We do not anticipate any increase in prices. Please favour us with a prommpt reply,I am pleased to tell you. Please let me know. I hope to hear from you soon. We do not expect prices to rise . I hope to hear from you soon,10 STEPS TO GOOD B

15、USINESS E-Mail,商务邮件制胜十法则,5 Remember the KISS principle 牢记KISS原则,有人对人们对不同长度句子的理解程度做过调查,95,75,4,7-10个单词,15-20个单词,27个单词或更多,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,5 Remember the KISS principle 牢记KISS原则,KISS的意思地用短词而不是长词或者复杂的词 不要说 要说,commence regarding purchase utilize require endeavour,attempt termin

16、ate state expedite advise,inform visualise despatch assist,start about buy use need try end say hurry,speed up tell see send help,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,5 Remember the KISS principle 牢记KISS原则,KISS的意思能用单词表达就不要用短语 不要说 要说,I should be glad if you would in the event that at the presen

17、t moment in time in the very near future we would like to ask you,please if now later please,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,5 Remember the KISS principle 牢记KISS原则,要避免使用下列短语： I have noticed that It has come to my attention that I am pleased to inform you that I am writing to let you know

18、that I must inform you that Please be informed that Please be advised that Thank you in anticipation Thank you and regards Kindest regards,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,6 Use modern terminology 使用现代语句,不要说 要说,Please be good enough to advise me please be reminded the above-mentioned goods

19、 Enclosed herewith you will find,please let me know please remember these goods I enclose,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,7 CC to the whole world 抄送给全世界,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,8 Vague subject line 模糊的主题行,SMART 原则 Specific（具体明确） Meaningful（有意义） Appropriate（恰当） Relevant（

20、相关） Thoughtful（关切,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,9 Use active not passive voice 用主动语态，不用被动语态,Tim played the violin. The violin was played by Tim,10 STEPS TO GOOD BUSINESS E-Mail,商务邮件制胜十法则,10 Compose CLEAR communications 用“CLEAR”手法撰写文书,Clear（清晰） Logical（具有逻辑性） Empathetic（设身处地） Accurate（精确

21、） Right（正确,不要在读心人心中留下任何疑问。使用明确的手法来帮助自己表达，用熟悉的单词和简单的语句，而非模棱两可的措辞。还要记住使用读者能看懂的、直截了当的语言，写作要体现出友好、自然和交谈式的风格,信件的结构要符合逻辑，以介绍信开头，中间不封就你的要点进行逻辑性阐述，然后得出一个自然的结论，其中表明你需要读信人采取的行动。最后用恰当的一行句子结尾,将自己置于读者的立场，问问自己读信人阅读我的信件时会有何中感受？如有不清楚或措辞不当的地方，再发信前就要修改,确保所有相关细节都包括在内时间、日期、姓名、事实及数字，并且都是精确的,在发信之前仔细校队（不仅仅是检查拼写），以确保一切都完全正

22、确,E-Mail WORK 点评电子邮件,主题行不具体,首字母要大写,这类缩写知识和手机短信，不适合电子邮件,要使用大写字母,表示月份不要简写，词首要大些,大写字母像是在喊叫，让人感到粗鲁无礼,避免在结尾处使用这样的缩写,E-Mail WORK 点评电子邮件,主题行符合“SMART”原则,称呼简单明确,友好的结尾给又见画上圆满的句号,起始段简短，段落之前清晰,HOW TO REPLY E-MAIL,如何回复邮件,首次询问邮件 要报价邮件 要样品邮件 要求折扣邮件 跟进邮件,HOW TO REPLY E-MAIL 如何回复邮件,Dear Sir/Madam During a recent vis

23、it to the Ideal Home Exhibition I saw a sample of your plastic tile flooring.I think this type of flooring would be suitable for the ground floor of my house,but I have not been able to find anyone who is famlilar with such tiling. Would you please give me the following information: 1 What special p

24、reparation would be necessary for the underflooring? 2 In what colours and designs can the tiles be supplied? 3 Are the tiles likely to be affected by rising damp? 4 Would it be necessary to employ a specialist to lay the floor? If so, can you recommend one in my area? I should appreciate your advic

25、e on these matters. Yours faithfully,Enquiry 询问函,介绍此次活动的背景情况,将具体问题加上编号,结尾处提出要求,HOW TO REPLY E-mail 如何回邮件,Dear Mr Wilson Thank you for your enquiry of 18 August regarding our plastic tile flooring.A copy of our brochure is enclosed showing the designs and range of colours in which the tiles are suppl

26、ied. Bottomline,22 the Squara,Rugby,is a very reliable firm which carries out all our work in your area. I have asked the company to get in touch with you to inspect your floors.Their consultant will be able to advise you on what preparation is necessary and whether dampness is likely to cause a pro

27、blem. Our plastic tile floor is hard-wearing and if the tile are laid professionally, I am sure the work will give you lasting satisfaction. Please let me know if I can provide any further help. Yours faithfully,Reply 回复函,确认收到对方的询问函，并告知随函附寄了产品宣传样册,针对具体问题提出解决办法,保证提供高质量的产品,温馨结尾，增加好感,HOW TO REPLY E-mai

28、l 如何回复邮件,Dear XX: Thank you for your inquiry of 16th September. We are pleased to hear that you are interested in our product sucker rod coupling. Weve enclosed the detailed information of the product for your reference. Product toaster Specification xxxxxxxxxxxxxxx Package 1pcs/box Delievery 15 day

29、s Price 10usd/pcs Payment L/C For purchase quantities over 1,000pcs of individual items we would allow you a discount of 1%. Payment is to be made by irrevocable L.C at sight. We look forward to receiving your first order. Sincerely,开头语简洁带过证明你是专业而老练的商人. 开头语特忌讳主动过多介绍自己，因为会给人一种推销的感觉，给人的第一感觉就不好,报价简洁明了全

30、面,Quotation 报价函,HOW TO REPLY E-mail 如何邮件,Dear Mr.Thornton, We are pleased that your company is interested in our products. The samples you have required are now available. They are free of charge, but it is our companys policy to request a Certificate of Incorporation. Samples will be sent immediate

31、ly as soon as the Certificate of Incorporation has been sent to our fax number。（86-535-6527199） Sorry for the inconvenience. We sincerely hope this little formality will not stand in te way of our future relationship. We hope you can understand our position and look forward to our furture cooperatio

32、n. With best regards,字体选用arial，字号选择较小字号，对年长及位高权重者可用Mr.或Mrs.起称，但大部分时间可直呼其名。如Dear Thomas,如果要分段，尽量一个段落只表达一个意思，并最好由不超过三个以上的句子组成。要知道很多老外的英文书写也不是太好，对太长太复杂的句子理解有困难。尤其是一些非英语 国家的客户，段与段之间至少且至多空一行,第一次联系客户时，除非客户在询盘中提出，最好不要主动附上图片，以免被删或被国外反垃圾邮件软件拦截,Requests for samples 要求提供样品,HOW TO REPLY E-mail 如何回复邮件,Dear Mr.Ha

33、nsen, Thanks you for your letter of 18August and for the samples of cotton underwear you very kindly sent to me. I appreciate the good quality od these garments, but unfortunately your prices appear to be on the high side even for garments of this quality. To accept the prices you quote would leavve

34、 me with only a smal profit on my sales since this is an area in which the pricipal demand is for articles in the mediun price rangs. I like the quality of your goods and would welcome the opportunity ti do business with you.May I suggest that perhaps you could make some allowance on your quoted pri

35、ces which would help to introduce your goods to my customers. If you cannot do so, then I must regretfully decline your offer as it stands. I hope to hear from you soon. With best regards,确认收到对方来函，以及样品，然后致谢,再次表达对产品质量的好感，表示希望合作并要求给予好的折扣,Customer demand discount 客户请求给予优惠,样品质量好，但是担心利润少,HOW TO REPLY E-m

36、ail 如何回复邮件,Dear Mr.Daniels, I am sorry to learn from your letter of 23 August that you find our prices too high.We do our best to keep prices as low as possible without sacrificing quality. To this end we are constantly investigating new methods of manufacture. Considering the quality of the goods o

37、ffered we do not feel that the prices we quoted are at all excessive.How ever, bearing in mind the special character of your trade,we are prepared to offer you a discount of 4% on a first order for $1000.This allowance is made because we should like to do business with you if possible,but I must str

38、ess that it is the furthest we can go to help you. I hope this revised offer will enable you to place an order, and I look forward to hearing from you soon. With best regards,确认收到对方来函，并就客户提出的价格过高给与回复,鉴于对方因为是新客户，因此表示将给与优惠,Reply 回复函,保证价格的合理性,HOW TO REPLY E-mail 如何回复邮件,Dear XX Hope you are fine, my fri

39、end. It is regret that I havent receive any information from your side. May I have your idea about our offer? We will try to satisfy you upon receipt of your reply. As we dont want to lost a good customer like you! If there is anything we can do for you, we shall be more than pleased to do so. Hope

40、we can build good cooperation with your. Yours sincerely,亲切的问候,Follow-up letters 跟进信,希望满足客户的要求,对未来展望,公司介绍怎么写？ 公司介绍三行 How long? When？ What,HOW TO REPLY E-mail 如何回复邮件,如果客人还没有回信,一周后再问客人不回信的真实原因.(一般情况,70%的客人会告诉你他的原因) Dear XX, Glad to contact you again! Have you kindly check my offer? Hope they are worka

41、ble for your market! Sorry that we still dont receive any information from you. I would apprreciate for your any comment about our offer, including price, quality, sercive. No matter if it is positive answer, It is great help for us to meet your requirement. Waiting for your favorable reply soon! Best regards,亲切的问候,Follow-up letters 跟进信,询问客户是否看到过邮件，以及有没有什么问题,对未来展望,适时跟踪，一般客户都是同时询问很多的供应商，所以要适时提醒他你把他放在心里，并让他知道你在等待。比如公司有了什么技术改进或者新的产品开发，可以发送给很多客户，或许机会就在那里,HOW TO REPLY E-mail 如何回复邮件,之后的日子里,可以尝试新产品的报价,刺激下客人的神经. 我通常是这样写的： Dear XX Good day! my quotation of