询盘分析与回复46

1、 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有阿里学院 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有2课程大纲课程大纲一、询盘的来源一、询盘的来源二、询盘的分析二、询盘的分析三、询盘的回复三、询盘的回复四、询盘的跟进四、询盘的跟进 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有3什么是询盘询盘从哪里来询盘以什么方式来课程导入课程导入 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有4一、询盘的来源一、询

2、盘的来源 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有5询盘的来询盘的来源（种源（种SourceSource）主要来源 展会 以阿里巴巴为代表的电子商务平台其他来源 搜索引擎 国外其他B2B平台 国外黄页 朋友介绍 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有6 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有7 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有8 1999-2009 Alibaba Al

3、l Rights Reserved.阿里巴巴 版权所有9优劣势分析优劣势分析展会直观面对面时间季节限制费用较高面对面B2B费用有限X4小时客户集中针对性强 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有10其他渠道其他渠道 搜索引擎、免费B2B平台优点：数量巨大缺点：不确定因素多、大海捞针 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有11询盘如何变成订单询盘如何变成订单回复筛选报价 跟进定单 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有122 So

4、urces6Types5 Aspects4 Reply3Keep in TouchSTART START 你的订单你的订单 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有13二、询盘的分析 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有14询盘的分析询盘的分析发送动发送动机与类机与类型型发送方式发送方式内容形式内容形式分析方式分析方式种发送动机类型（Type）5 种分析的角度(Aspects) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有15客户为什

5、么发询客户为什么发询盘盘(6(6种种Type)Type) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有161 1、有意采购型、有意采购型正在寻找你所提供的产品（或者类似）特点：目标明确：品名具体/单一、要货数量、交货条款。信息全面：公司名称，地址，邮件，电话，传真，网站联系人。询问专业：问题详细，邮件简明扼要。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有172 2、潜在客户型、潜在客户型有经营经验，但对你的产品还不够了解。有的是新手有许多具体问题还需解决特点：A. 一般信息比较全面（有公司名称

6、，地址，电话，传真，联系人/有诚意）B. 从问题的专业度评估，可以对其做出判断，这类客户是你的潜在客户 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有183 3、无明确目标型、无明确目标型通过一些贸易平台转来的查询特点：查询品种繁多目标不明确一般一开口就是price list 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有194 4、信息收集型、信息收集型有些客户可能也是刚刚计入一个新的领域，他们需要了解市场，了解产品，得到更多同行的信息。所以会给一些供应商发送询盘。特点： 十分专业，数次沟通后他们

7、就会汇来购样品款。但永远不会成为你的客户，相反有可能成为你的竞争对手。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有205 5、索要样品型、索要样品型多是印度、中东、非洲地区的客户索要免费样品特点： 对产品质量、价格不太关心。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有216 6、竞争对手型、竞争对手型有备而来，窃取情报特点： 装扮成外国客户来刺探你的价格，交易条款等信息，询盘专业，很难分辨。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有22客

8、户怎么样发询客户怎么样发询盘盘 电子邮件电子邮件 传真传真 聊天工具聊天工具 电话电话 邮寄邮寄 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有23询盘中有些什么询盘中有些什么 五种常见询盘类型 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有24案例一案例一The buyer is interested in your below Products: The buyer is interested in your below Products: BOYS PANTS STYLE NO. 1422BO

9、YS PANTS STYLE NO. 1422=Subject: I want to buy the product you are selling in .=Dear Sir,Dear Sir, Please Send me the Please Send me the price listprice list. .=Senders Contact InformationSenders Contact Information=Contact person : Contact person : MrMr Amir Butt Amir Butt Country/Territory : Pakis

10、tan Country/Territory : Pakistan Business Business Email: stylo_Email: stylo_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有25案例二案例二The buyer is interested in your below Products: The buyer is interested in your below Products: BOYS PANTS STYLE NO. 1422BOYS PANTS STYLE NO. 1422=Subject: Business re

11、lationshipSubject: Business relationship=Dear Sir,Dear Sir, I just saw your Products online and I am Very Much interested in it. I just saw your Products online and I am Very Much interested in it. So I will like to do business with you over there, please send me PI So I will like to do business wit

12、h you over there, please send me PI for 1X20FCL order.for 1X20FCL order. Hope to hear from you soonest. Hope to hear from you soonest.Best Best RegardsRegards! !Mr. Mr. ChuksChuks OforOfor. .=Senders Senders Contact Contact InformationInformation=Contact person : Contact person : MrMr ChuksChuks Ofo

13、rOfor Company : Company : ChumasonChumason Plaza PlazaAddress : 5 Address : 5 AraromiAraromi Street Street OrileOrile IganmuIganmuCountry/Territory : Nigeria Country/Territory : Nigeria Business Email: chumason_Business Email: chumason_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有26案例三案例三The buye

14、r is interested in your below Products: The buyer is interested in your below Products: GIRLS SKIRTGIRLS SKIRT=Subject: Business relationshipSubject: Business relationship=Dear Amy,Dear Amy,We are Import / Export Company dealing in sales of Childrens We are Import / Export Company dealing in sales o

15、f Childrens Wear exclusively in Wear exclusively in WEST AFRICA WEST AFRICA Countries (TOGO, BENIN, Countries (TOGO, BENIN, BURKINA FASO, MALI, etc.). BURKINA FASO, MALI, etc.). We are very interested by the distribution of your products in We are very interested by the distribution of your products

16、 in under African Western area. We began the studies for the under African Western area. We began the studies for the information concerning the conditions of marketing of your information concerning the conditions of marketing of your products, complete products, complete rangrang 1999-2009 Alibaba

17、 All Rights Reserved.阿里巴巴 版权所有27To start the marketing, we will appreciate to receive very To start the marketing, we will appreciate to receive very quickly quickly the general price list for the products very urgently the general price list for the products very urgently by by E-mail : E-mail : ed

18、imamelclub-internet.fredimamelclub-internet.fr or or edimamelfree.fredimamelfree.fr or by fax : 33 1 69 90 30 43 attention Mr EDORH J.or by fax : 33 1 69 90 30 43 attention Mr EDORH J.L Lookingooking forward to your esteemed co-operation and thanking forward to your esteemed co-operation and thankin

19、g you in anticipation. you in anticipation. BEST RGDS BEST RGDS Mr. EDORH J. , Mr. EDORH J. , G.ManagerG.Manager. . Head Head office : B.P.: 12754 office : B.P.: 12754 LomLom -TOGO ; -TOGO ; Tel : (228) 221 60 58 ; Fax : (228) 2216058 Tel : (228) 221 60 58 ; Fax : (228) 2216058 01 BP 2142 BOBO DIOUL

20、ASSO BURKINA-FASO 01 BP 2142 BOBO DIOULASSO BURKINA-FASO TlTl./Fax : 226 20970595./Fax : 226 20970595 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有28案例四案例四Subject: Inquiry about Subject: Inquiry about BarbiesBarbies Collection Girls Wear. Collection Girls Wear.Dear Amy,Dear Amy,we are the importer

21、s and manufacturer of various Childrens Wear in we are the importers and manufacturer of various Childrens Wear in India. I am looking for the India. I am looking for the BarbiesBarbies Collection to be supplied in India Collection to be supplied in India on a regular basis. on a regular basis. We W

22、e are looking for Skirts and long pants. Kindly reply on an urgent are looking for Skirts and long pants. Kindly reply on an urgent basis.basis.Senders Contact InformationSenders Contact InformationContact Contact Name:MrName:Mr nareshnaresh shuklashukla Company: Company: i i-care-careCountry/Territ

23、ory: IndiaCountry/Territory: IndiaBusiness Business Email:naresh.shuklai-Email:naresh.shuklai-Telephone:91-11-30825970Telephone:91-11-30825970 Fax: 91-11-308259751 Fax: 91-11-308259751 Web:www.i-Web:www.i- 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有29案例五案例五Subject: Inquiry about Spiderman series

24、 WearSubject: Inquiry about Spiderman series WearDear Sir, We are Dear Sir, We are ArrabonArrabon, a trading company in Cyprus. We are , a trading company in Cyprus. We are interested in your products and we want to make business relation with interested in your products and we want to make business

25、 relation with you. you. PlsPls send us your rock bottom prices C&F send us your rock bottom prices C&F LimassolLimassol for all for all references of Boys references of Boys T-shirt. T-shirt. PlsPls mention the fabric.mention the fabric. REGARDS REGARDS FanieFanie Muller Muller ArrabonArrab

26、on Trading Trading Unit 9, Central Office Park, 257 Jean Ave, CenturionUnit 9, Central Office Park, 257 Jean Ave, CenturionTel: Tel: +357 27 +357 27 664 0587 664 0587 Mobile: Mobile: +357 27 +357 27 112 112 Fax: Fax: +357 27 664 0586+357 27 664 0586e-Mail: e-Mail: fmullerarrabon.bi

27、z Website: Website: 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有30询盘如何分析与判询盘如何分析与判断（断（5 Aspects5 Aspects）有无实质内容买家IP地址联系方式是否详尽买家是否使用电子商务买家使用的邮箱 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有31有无实质内容有无实质内容 询盘内容是否明确具体 数量 颜色 规格 交货时间 包装 付款方式 贸易条件 1999-2009 Alibaba All

28、Rights Reserved.阿里巴巴 版权所有32买家买家IPIP地址地址SenderIP Address:121.0.23.*SenderIP Location: unknown 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有33买家联系方式买家联系方式 联系方式是否详尽 公司名称 电话 传真 地址 联系人 职务 公司网址 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有34买家是否使用电子商务买家是否使用电子商务其主要经营范围上下游产品有无网站 1999-2009 Alibaba All Ri

29、ghts Reserved.阿里巴巴 版权所有35买家的邮箱买家的邮箱 企业邮箱 naresh.shuklai- 免费邮箱 stylo_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有36询盘分析小结询盘分析小结按急切程度、专业程度做重点区分目标区域的客户诚意买家 、专业买家 尽可能多的掌握买家情况 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有37练习练习分析以下询分析以下询盘盘 Subject : Inquiry for Boys Wear We are trading company and

30、wholesaler of Childrens Wear in Australia, we want to import your Bobs Collection Boys Wear urgently, 106.248, 106.249, 106.250 and so on. Please give me your best price list based on CFR Melbourne. Sample order quantity, Payment terms, Delivery term and so on.Johnson 1999-2009 Alibaba All Rights Re

31、served.阿里巴巴 版权所有练习练习Dear sirs, Good Day! I would like introduce my company ABC, S.A. We are a leader involved in promotional market, stablished since 1987, located at Madrid - Spain. I contact you because I am interested inmp3,forto introduceit in our projects.Also, you could suggest us others model

32、s which do you think are workable for promotions.Therefore, I would like you quote meyour best USD FOB prices, for5k, 10k, 15KPls specify theFOB price, shipping port, complete packing and delivery. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有39At the same time, pls specify that the price is inclu

33、ding theCE certificate and please add all the specifications,and add a good quality photo with the quotation and the complete unit description.Ill hihglly appreciated if you let me know yr replay upon receive off this e-mail.RegardsJulia PeronaPurchasing DepartmentC/ Puerto de Santa Mara, 42 442804

34、Madrid (Spain)Tel.: +34 91 721 81 70Tel Dir.: +34 91 721 81 74Fax: +34 91 390 45 51EMAIL： 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有40 三、询盘的回复 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有41心态准备报价准备沟通准备回复模板询盘询盘回复回复(4(4种种Reply)Reply) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有42心态调整的准备心态调整

35、的准备长期接不到单很多回复没有回音各种古怪问题 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有43报价资料的准备报价资料的准备 产品的信息资料 英文描述 价格 包装 交货期 样品册 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有44沟通的准备沟通的准备 硬件 国际长途 传真 EMAIL 在聊天工具 软件 对方国家的风俗习惯、语言习惯 公司人员准确的联系方式 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有45询盘回复该怎么做询盘回复该怎么做 邮箱设置好了

36、吗 发件人是怎么写的名字公司名Tom Lee Alibaba 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有46邮件格式（一）邮件格式（一） 主题 吸引眼球，引起客户注意 必要时可尝试使用客户语言 体现正文中心思想 必要时更换客户来函标题 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有47邮件格式（二）邮件格式（二） 称呼对方Dear SirsVSDear Mr. Smith 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有48邮件格式（三）邮件格式（三

37、） 开头 感谢 Thanks for your enquiry on xxx products Dated Jul. 20, 2009 via A 公司简介 产品介绍或报价 结尾 期待 Thanks for your kind attention. Your earliest reply will be highly appreciated./We are urgently waiting for your early reply. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有49邮件格式（四）邮件格式（四） 签名 完整 保证客户随时可以联系到

38、你 姓名、职务 电话、传真 公司名称、地址 电子邮箱 公司网址 MSN ，SKYPE. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有50回复模版回复模版 建立回复模版，提高回复效率 注意事项 文字与图片的结合 图片：JPG格式，100K左右 适当个性化 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有51重点询盘回复案例重点询盘回复案例Subject : quotations for Boys T-shirtDear Mr Johnson, We are pleased to receive you

39、r inquiry of August 2nd via . As a professional manufacturer of Childrens Wear, we are pleased to know you are interested in our products. Our company, was established in 1992, specializing in manufacturing kinds of Garments and accessories. They are all of good quality and competing well in the wor

40、ld market. Here we would like to quote the products as follows : Item No: 106.248 Price: USD 4.-/PC CFR MELBOURNE MOQ:500 PCS Delivery time: within 20 days 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有52The more details can be found in attachment. As we are receiving orders day to day and our pres

41、ent stocks are nearly exhausted, we would advise you to place an order as soon as possible if prompt deliveries are required. We are looking forward to your initial order. Thanks and best regards,Yours faithfully,Amy Liu, sales managerABC Garments & Accessories Co., LTel:88888888Fax:77777777Web:

42、 MSN: SKYPE: amyliu重点询盘回复案例重点询盘回复案例( (续）续） 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有53一般询盘回复案例一般询盘回复案例Dear Mr. Smith, Thanks for your inquiry from A. Since we have many products in different series, please tell us which series/product you are interested in. We would quote according to your sel

43、ection. Anyway, We would like to take this opportunity to introduce our company and products, with the hope that we may work with Bright Ideas Imports in the future. We are a manufacturer specializing in the Childrens Garments and Accessories. We have enclosed our catalog, which introduces our compa

44、ny in detail and covers the main products we supply at present. You may also visit our online company introduction at http:/ which includes our latest product line. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有54一般询盘回复案例一般询盘回复案例( (续续) ) Should any of these items be of interest to you, please let u

45、s know. We will be happy to give you a quotation upon receipt of your detailed requirements. We are looking forward to your prompt reply. Sincerely.Amy Liu, sales managerABC Garments & Accessories Co., LTel:88888888 Fax:77777777 Web: MSN: SKYPE: amyliu 1999-2009 Alibaba All Rights Reserved.阿里巴巴

46、版权所有55专业完整的询盘回复专业完整的询盘回复 明确、简明、扼要的标题 翔实的内容 完整的联络方式 附件的使用 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有56询盘回复的要点询盘回复的要点 及时回复 原则是24小时内一定回复，回复内容不一定很完整，但是时间很重要 没有买家敢把单交给对产品和外贸都不熟悉的供应商手上 以什么样的身份给客户报价，决定了今后价格洽谈的空间 多为买家考虑，能为对方提供什么样的服务 专业知识 站对位置 换位思考 语言简洁 避免长篇大论 1999-2009 Alibaba All Rights Reserved.阿里巴巴

47、版权所有57询盘回复小结询盘回复小结第一时间回复第一时间回复回复体现专业性回复体现专业性有问必复，言出必践有问必复，言出必践注重沟通技巧注重沟通技巧尽可能多的掌握买家情况尽可能多的掌握买家情况 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有58练习练习 请尝试回复以下询盘 Subject : I want to buy the product you are selling on A Dear Sales Manager,Having obtain your address from . We are writing to ask if you

48、could send your current wholesale catalogue and price-list. We are interested in Girls Wears. I hope to be your agent in Italy. I look forward to hearing from you .Yours faithfully,Sponta Alantino 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有59 四、询盘的跟进 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权

49、所有60询盘的跟询盘的跟进进（3 KEEP IN TOUCH)3 KEEP IN TOUCH)客户种类已成交客户未成交客户从未回复客户 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有61已成交客户已成交客户 跟进重点 催款 备货情况及时沟通 发货后的及时通报船务信息 后期跟踪到货情况 催促客户翻单 其他产品的推介 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有62案例案例Dear Mr Field,Due to rising price in the world-wide Garments mark

50、et, from October 1, price for our products will increase by 10%. Since you are a valued customer of long standing, we wish to give you the opportunity to beat the price increase by ordering now at the current prices. In addition, we are willing to give you a discount of 5% on all orders of more than US$ 30,000. We believe that you will see the advantages of this arrangement, which will save you at least 15% on Childrens Wear purchases in the coming months. We look forward to your early reply. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版权所有63未成交客户未成交客户 跟进重点