如何获得客户的信任Rebecca课件

一年外贸工作的心得Rebecca2016/8/16

如何获得客户的信任如何获得客户的信任目录一、客户为什么会不信任我二、客户不信任我的表现三、如何获取客户信任目录一、客户为什么不信任我语言不吸引人，邮件缺乏逻辑性信息沟通不及时销售意识太强，客户感觉厌烦承诺没有兑现，客户对我不放心思想不对位，客户觉得与我没有共同语言专业知识欠缺，无法让客户满意我自己都不相信自己一、客户为什么不信任我语言不吸引人，邮件缺乏逻辑性二、客户不信任的表现拒绝沟通拿同类产品打压比较讲解后，客户不赞同担心推广后效果不理想敷衍了事拖单二、客户不信任的表现拒绝沟通三、如何获取客户信任ialwaysasktomyself:如果我是客户，我要什么？作为销售，我该干什么来实现客户所要？三、如何获取客户信任ialwaysasktomyse1.简洁完善的方案推荐，图文并茂2.植入工厂实力，增强客户对工厂的了解和信心3.技术细节展示，图片往往比文字来带来的冲击更大4.横向对比，突出相较于其他供应商的优势5.及时让客户了解订单进展6.耐心做好售后服务

我的实践---Eyesofmycustomer谈判阶段下单后阶段1.简洁完善的方案推荐，图文并茂我的实践---Eyes简洁完善的方案推荐，图文并茂简洁的电池包信息图文结合，让客户了解制作过程简洁完善的方案推荐，图文并茂简洁的电池包信息图文结合，让客户植入工厂实力，增强客户对工厂的了解和信心1.email落款2.方案推荐中3.发产品中：同理工厂简洁+设备工厂整体外观植入工厂实力，增强客户对工厂的了解和信心1.email落技术细节展示，图片往往比文字来带来的冲击更大1.用简单的组包方式试探性跟进客户回复：Iamveryinterestedinmoreinfoaboutthetechnicaldifferencesofthebatterychemistries.Howmuchlongerlifespanintermsofnumberofcycles?Ifresearchprovesittobesuperior,Idon'tmoremindpayingalittlebitmoreforbetterthanLifepo4.Picturesandothertechnicalspecificationswouldbegreatifyoucansendthem.Thanksagain技术细节展示，图片往往比文字来带来的冲击更大1.用简单的组当研发部不能画图时，不妨试试这种，组包多变，利用现有素材各种拼接当研发部不能画图时，不妨试试这种，组包多变，利用现有素材各种2.组包焊接展示3.灵活应用现有概念产品Wow.ThankyouRebecca.Thesearefortheveryseriouslargervehicles.ButIcanseefromthisthatyourfirmisverymuchinvolvedinmanyfacetsoftheEVindustry.技术细节展示，图片往往比文字来带来的冲击更大2.组包焊接展示3.灵活应用现有概念产品Wow.Th横向对比，突出相较于其他供应商的优势客户反映我方价格太高：HiRebecca,Thankyouforyourquote.Tobehonestyourpriceismuchmorehighotherbusinessproposalihadfora100Ahbattery.Yourpriceisabouttobethetwicethanothers.Isthereanyexplanation?计算性的回复：HiErhan,Goodday!Thanksagainforyoursharing.Ivereadcarefullythelinkthatyougaveyesterday.Itistruethattheirbatteryissimilartooursfromtheweb.Butfromtheirpriceshowed477-520usdfor12v100ah,wefoundthattheirpricemightbehigherthanours.Let'stakesamplepriceforexample,ifthesampleprice(12v100ah)theygaveis520usd,then520/(12.8*100ah)=$0.4/wh,whileoursamplepriceis660/(14.4*120)=$0.38/wh.PS:theirsislifepo412.8v,oursisNCM14.4v.横向对比，突出相较于其他供应商的优势客户反映我方价格太高：重点分析TorHelge案例一切信息确定，发PI，客户8号说找银行确认，但12号还没回复，于是跟进，得到回复2016-07-1320:30 HiRebeccaSorry,alotofthingshappeningdatacrash,almostallonholidayandidseemswehavetoopenanewbankaccountforusingT/Twihoutextraexpences.Willitbeveryexpensivetouset.expaypal?AlsoIgotaofferfromGEBat21.50for20ahcells,pleaseadwise.BestregardsTorHelge重点分析TorHelge案例一切信息确定，发PI，客户8我的回复：HiTorHelge,Thanksforkeepinformed.Ifullyunderstandthatthingsarehardtogoaheadbecauseofholiday.Whenwilltheholidayend?表示理解Toeaseyourinternationalbusinessinthelongtermwithdifferentsuppliers,isuggestyouopenanewaccount,whichiseasytooperateonlineandofflinetosavemuchtimeandcostandenergy.推荐开账户，对双方有利Andaccordingtothefeedbackfromourcustomers,WestUnionwouldbeagoodchoice,youcouldpaydirectlybyyourcurrency,noneedtoexchangetodollarorChinaYuan.Whatdouthinkofthis?委婉回复不能用客户的支付方式Butigotconfusedwhenyoumentioned20ah,whydoyouchangeto20ah?Tobehonest,wealsohave20ahor25ahcells,butthereasonwhyididnotrecommend20ahisbecausebiggercapacityseemsmoresuitableforusinceyourtargetcapacityis50-120ah.Ifusingbiggercapacity,itwillsavemorespace,decreasetotalweightandvolume.Itwillalsosaveyourpackcostandtime.Douthinkso?给客户分析用20Ah弊端Bytheway,whatisthevoltageofGEB20ah?套点信息Lookingforwardtoyourreply.Rebecca我的回复：15号继续跟进，打个亲情牌，也继续询问上封邮件我提的疑问HiTorHelge,Howareu?Onvacationnow?Ifyes,imsorryforthisdisturb.DidyougotmymessageofJuly13th?Isthereanyproblemforthefinanceorbankpaymentproblem?Hopetoyoursituationssothaticouldseewhaticando.Andialsohopetoknowyourcommentsbetween20ahanmd40ahcells.Bytheway,JustcheckourallconversationsfromJune22.Imveryappreciatedforyourtimeandkindlysharingallthosedays.Itismypleasuretocooperatewithu.Bestwishes,Rebecca然并卵，NOREPLY15号继续跟进，打个亲情牌，也继续询问上封邮件我提的疑问然并当天得回复：HiRebeccaSorryaboutthedelay.YesacordingtoalibabalogisticsthatwasthefreightratesofFedExIE.Iwasthinkingeventuallytouse3cellsparalellforbetteruseofthecapasityoftheBMSsystems(150and200Acontinous/twizethatinpeak).Alsothepriceis2-3dollarsoboveotheroffersfor3.7V40Ahcells,pleasegivemeagooodreasontobuyfromyou.Iactuallywillneed106-127cells,butwouldliketogetyourverybestpriceforbothalternatives.MostlikelyIwillgoforthe106cellbecauseoflimitedbudged.BestregardsTorhelge我报$523，他说$509当天得回复：我报$523，他说$509换运输方式，对比工厂产品优势，降价HiTorHelge,Goodday.1.Itcouldbetrueifshippingordinarygoodsbythisprice.Butbatteryissensitivegoodsintheworld,inordertoassurethatyoucouldrecievethegoodswithoutrisk,sotheshippingrateishigher,youcouldcheckthroughCustomeroffice.Tomeetyourbugdetrequirement,ivefoundseashippingforu,therateis$312,buttheshippingtimeisabout30days.2.NormallyNMCbatteryis3.6v.Ifthe3.7vbatteryisstillNCMbattery,thematerialproportionisdifferent,thusperformanceisdifferent.Accordingtoourcellengineerwith10-yearexperice,hetoldmethat3.6vNCMiswhatmanychinafactorycando.What'smore,youmaynoticethatourbattery'stabsarefromtwosides,whichisapatentdesigntogreatlylowerinternalresistance,balancetemperature,extendlifespan.Thisiswhatmanyfactorydidnotdo.3.Becauseofdollarrise,wecouldlowerthepriceto$44,butyouneedtopaythisbeforeJuly23th,sothatwecouldexchangewithinnextweek.KindlyremindthatItisourdeadline.Wecannotsellthiswithsufferingadeficit.4.Whyyouneed127cellor106cellsnow.Mayyouexplain?Rebecca换运输方式，对比工厂产品优势，降价15号发出，20号在邮件得回复HiRebeccaSorry,wearehavingalotoftroubleswithourcomputersystemsatthemoment(lastweek).1.Oktoshipbysea.2.Ok,Yourcellsisgood.3.Thankyouithelps.4.Wewillbeusing21S2Pand32S2Ptotal106cells,andtheextra21cellsisintendedformyprivateuseonamotorcycle,soIhopeitispossibletosavealittleinincludingitontheorder(Notincludedinthe5000dollarbudget)IfpossiblecouldyoumaketwoPI,onewiththeextra21andonewithout.Hopetofindagoodwaytopaywithinyourtimelimit.WesternUnionisnoteasyforus.VisaorMastercardiseasybutmaybeabitexpensive.Anysuggestions?BestregardsTorHelge

15号发出，20号在邮件得回复当天建议T/T，当天果断付款当天建议T/T，当天果断付款及时让客户了解订单进展HiTorHelge,（出货跟进）Howareyou?Newupdatesforbatteries:After5daystest,wepackaged130pcscells.Hereisthepackageways,pleasekindlycheck.（让客户放心质量，附图一张）Thosebatterypackswasshippedtoourforwarderandarrivedtocustom.Andwearedeclaringgoodstocustoms.Ifthereisanythingnew,illkeepyouinformed.HiTorHelge,（出提单跟进）Howareyou?Animportantthing.Hereisthebilloflading.Youwilluseittogetgoodstoyourhands.Pleasecheckifthisisokay?HiTorHelge,（船期跟进）Howwasyourweekend.HereistheupdateforshippingfromCarrier.VESSEL&VOYAGE:MILLAUBRIDGE/08WCARRIER:KLINE(HONGKONG)LTDPORTOFDISCHARGE:OSLOFINALDESTINATION:OSLOETDHKG:20-08-2016ETADEST:26-09-2016及时让客户了解订单进展HiTorHelge,（出货跟进）BeeyesofourcustomersBeeyesofourcustomersHiPedro,Howareyou?AfterrecievingyourpaymentonAugest8,ourcellengineeraretesting100batterycells.Willchoose40from100.（附图一张）Ourassembleenginnermadealistforaccesoriesthatweneedtopurchaseforyourbatterypack.About10materials(protectionboard,charger,assemblematerialandwiresandsoon)Nowpurchasingdepartmentaredoingthis.TheprotectionboardwillarrivetoourfactoryonAugest25.ChargerwillarriveonAugest29.AssemblematerialwillarriveonAugest23.Wiresisready.（争取的时间还是蛮长的，希望给力点，piapia）ThosebatterypacksplantobefinishedonthebeginningofSeptemberandshiptoyourcountry.Bestwishes,Rebecca客户催单了，怎么办？怎么办？HiRebecca.Anynews?Whencaniexpecttoreceivetheitems.ThankyouHiPedro,客户催单了，怎么办？怎么办？HiRebe耐心做好售后服务希腊客户收到样品后，噩梦开始了，请看详细分解。外贸人永远奋斗在一线！！！耐心做好售后服务希腊客户收到样品后，噩梦开始了，首次反馈客户心情：较平静，只要电池好，神马都是浮云我的心情：蛮淡定。他说丑，我就随声附和，顺应客户心理，暗自想我对电池质量还是炒鸡放心7月19日首次反馈客户心情：我的心情：7月19日第二次反馈客户心情：愤怒，受欺，我是如此的相信你，如此的相信这是最好的电池，然而电池竟然不正常工作我的心情：大失所望，这可是大货生产过的产品！！！捉急，不知所措，打电话给闺蜜冷静一下7月20日第二次反馈客户心情：我的心情：7月20日然后两波回复1.真诚表示sorry2.找问题的原因然后两波回复8月2日第三次反馈客户心情：失望，说好的3C呢，然而2C都不行，怀疑所有电池质量，甚至怀疑人生，怀疑自己Unlucky!!!我的心情：懵逼，无奈，无语，说好的3C呢？8月2日第三次反馈客户心情：我的心情：我自己都没想到，他竟然这么梳理了心情，whatarelief!!论点--不是电池问题，是电池被保护了，这是出于安全考虑，为你好Itisnotthebatteryproblem.ItisbecausewelimitedthetemperaturebyPCBforsafety.Thebatterycellcouldreach3C(wetested),butitcouldbearconstantcurrent.我自己都没想到，他竟然这么梳理了心情，whatareli我都不敢相信自己的眼睛，经历了这么多问题，还满意？还是有希望的，只求妥当处理我都不敢相信自己的眼睛，经历了这么多问题，还满意？还是有希望每个人都有自己的风格和思维方式，这些就是我的伎俩，如果你们觉得有借鉴意义，就果断拿去吧！！

抛砖引玉，期待你们每个人的风格分享！

每个人都有自己的风格和思维方式，这些就是我的伎俩，如果你们觉

一年外贸工作的心得Rebecca2016/8/16

如何获得客户的信任如何获得客户的信任目录一、客户为什么会不信任我二、客户不信任我的表现三、如何获取客户信任目录一、客户为什么不信任我语言不吸引人，邮件缺乏逻辑性信息沟通不及时销售意识太强，客户感觉厌烦承诺没有兑现，客户对我不放心思想不对位，客户觉得与我没有共同语言专业知识欠缺，无法让客户满意我自己都不相信自己一、客户为什么不信任我语言不吸引人，邮件缺乏逻辑性二、客户不信任的表现拒绝沟通拿同类产品打压比较讲解后，客户不赞同担心推广后效果不理想敷衍了事拖单二、客户不信任的表现拒绝沟通三、如何获取客户信任ialwaysasktomyself:如果我是客户，我要什么？作为销售，我该干什么来实现客户所要？三、如何获取客户信任ialwaysasktomyse1.简洁完善的方案推荐，图文并茂2.植入工厂实力，增强客户对工厂的了解和信心3.技术细节展示，图片往往比文字来带来的冲击更大4.横向对比，突出相较于其他供应商的优势5.及时让客户了解订单进展6.耐心做好售后服务

我的实践---Eyesofmycustomer谈判阶段下单后阶段1.简洁完善的方案推荐，图文并茂我的实践---Eyes简洁完善的方案推荐，图文并茂简洁的电池包信息图文结合，让客户了解制作过程简洁完善的方案推荐，图文并茂简洁的电池包信息图文结合，让客户植入工厂实力，增强客户对工厂的了解和信心1.email落款2.方案推荐中3.发产品中：同理工厂简洁+设备工厂整体外观植入工厂实力，增强客户对工厂的了解和信心1.email落技术细节展示，图片往往比文字来带来的冲击更大1.用简单的组包方式试探性跟进客户回复：Iamveryinterestedinmoreinfoaboutthetechnicaldifferencesofthebatterychemistries.Howmuchlongerlifespanintermsofnumberofcycles?Ifresearchprovesittobesuperior,Idon'tmoremindpayingalittlebitmoreforbetterthanLifepo4.Picturesandothertechnicalspecificationswouldbegreatifyoucansendthem.Thanksagain技术细节展示，图片往往比文字来带来的冲击更大1.用简单的组当研发部不能画图时，不妨试试这种，组包多变，利用现有素材各种拼接当研发部不能画图时，不妨试试这种，组包多变，利用现有素材各种2.组包焊接展示3.灵活应用现有概念产品Wow.ThankyouRebecca.Thesearefortheveryseriouslargervehicles.ButIcanseefromthisthatyourfirmisverymuchinvolvedinmanyfacetsoftheEVindustry.技术细节展示，图片往往比文字来带来的冲击更大2.组包焊接展示3.灵活应用现有概念产品Wow.Th横向对比，突出相较于其他供应商的优势客户反映我方价格太高：HiRebecca,Thankyouforyourquote.Tobehonestyourpriceismuchmorehighotherbusinessproposalihadfora100Ahbattery.Yourpriceisabouttobethetwicethanothers.Isthereanyexplanation?计算性的回复：HiErhan,Goodday!Thanksagainforyoursharing.Ivereadcarefullythelinkthatyougaveyesterday.Itistruethattheirbatteryissimilartooursfromtheweb.Butfromtheirpriceshowed477-520usdfor12v100ah,wefoundthattheirpricemightbehigherthanours.Let'stakesamplepriceforexample,ifthesampleprice(12v100ah)theygaveis520usd,then520/(12.8*100ah)=$0.4/wh,whileoursamplepriceis660/(14.4*120)=$0.38/wh.PS:theirsislifepo412.8v,oursisNCM14.4v.横向对比，突出相较于其他供应商的优势客户反映我方价格太高：重点分析TorHelge案例一切信息确定，发PI，客户8号说找银行确认，但12号还没回复，于是跟进，得到回复2016-07-1320:30 HiRebeccaSorry,alotofthingshappeningdatacrash,almostallonholidayandidseemswehavetoopenanewbankaccountforusingT/Twihoutextraexpences.Willitbeveryexpensivetouset.expaypal?AlsoIgotaofferfromGEBat21.50for20ahcells,pleaseadwise.BestregardsTorHelge重点分析TorHelge案例一切信息确定，发PI，客户8我的回复：HiTorHelge,Thanksforkeepinformed.Ifullyunderstandthatthingsarehardtogoaheadbecauseofholiday.Whenwilltheholidayend?表示理解Toeaseyourinternationalbusinessinthelongtermwithdifferentsuppliers,isuggestyouopenanewaccount,whichiseasytooperateonlineandofflinetosavemuchtimeandcostandenergy.推荐开账户，对双方有利Andaccordingtothefeedbackfromourcustomers,WestUnionwouldbeagoodchoice,youcouldpaydirectlybyyourcurrency,noneedtoexchangetodollarorChinaYuan.Whatdouthinkofthis?委婉回复不能用客户的支付方式Butigotconfusedwhenyoumentioned20ah,whydoyouchangeto20ah?Tobehonest,wealsohave20ahor25ahcells,butthereasonwhyididnotrecommend20ahisbecausebiggercapacityseemsmoresuitableforusinceyourtargetcapacityis50-120ah.Ifusingbiggercapacity,itwillsavemorespace,decreasetotalweightandvolume.Itwillalsosaveyourpackcostandtime.Douthinkso?给客户分析用20Ah弊端Bytheway,whatisthevoltageofGEB20ah?套点信息Lookingforwardtoyourreply.Rebecca我的回复：15号继续跟进，打个亲情牌，也继续询问上封邮件我提的疑问HiTorHelge,Howareu?Onvacationnow?Ifyes,imsorryforthisdisturb.DidyougotmymessageofJuly13th?Isthereanyproblemforthefinanceorbankpaymentproblem?Hopetoyoursituationssothaticouldseewhaticando.Andialsohopetoknowyourcommentsbetween20ahanmd40ahcells.Bytheway,JustcheckourallconversationsfromJune22.Imveryappreciatedforyourtimeandkindlysharingallthosedays.Itismypleasuretocooperatewithu.Bestwishes,Rebecca然并卵，NOREPLY15号继续跟进，打个亲情牌，也继续询问上封邮件我提的疑问然并当天得回复：HiRebeccaSorryaboutthedelay.YesacordingtoalibabalogisticsthatwasthefreightratesofFedExIE.Iwasthinkingeventuallytouse3cellsparalellforbetteruseofthecapasityoftheBMSsystems(150and200Acontinous/twizethatinpeak).Alsothepriceis2-3dollarsoboveotheroffersfor3.7V40Ahcells,pleasegivemeagooodreasontobuyfromyou.Iactuallywillneed106-127cells,butwouldliketogetyourverybestpriceforbothalternatives.MostlikelyIwillgoforthe106cellbecauseoflimitedbudged.BestregardsTorhelge我报$523，他说$509当天得回复：我报$523，他说$509换运输方式，对比工厂产品优势，降价HiTorHelge,Goodday.1.Itcouldbetrueifshippingordinarygoodsbythisprice.Butbatteryissensitivegoodsintheworld,inordertoassurethatyoucouldrecievethegoodswithoutrisk,sotheshippingrateishigher,youcouldcheckthroughCustomeroffice.Tomeetyourbugdetrequirement,ivefoundseashippingforu,therateis$312,buttheshippingtimeisabout30days.2.NormallyNMCbatteryis3.6v.Ifthe3.7vbatteryisstillNCMbattery,thematerialproportionisdifferent,thusperformanceisdifferent.Accordingtoourcellengineerwith10-yearexperice,hetoldmethat3.6vNCMiswhatmanychinafactorycando.What'smore,youmaynoticethatourbattery'stabsarefromtwosides,whichisapatentdesigntogreatlylowerinternalresistance,balancetemperature,extendlifespan.Thisiswhatmanyfactorydidnotdo.3.Becauseofdollarrise,wecouldlowerthepriceto$44,butyouneedtopaythisbeforeJuly23th,sothatwecouldexchangewithinnextweek.KindlyremindthatItisourdeadline.Wecannotsellthiswithsufferingadeficit.4.Whyyouneed127cellor106cellsnow.Mayyouexplain?Rebecca换运输方式，对比工厂产品优势，降价15号发出，20号在邮件得回复HiRebeccaSorry,wearehavingalotoftroubleswithourcomputersystemsatthemoment(lastweek).1.Oktoshipbysea.2.Ok,Yourcellsisgood.3.Thankyouithelps.4.Wewillbeusing21S2Pand32S2Ptotal106cells,andtheextra21cellsisintendedformyprivateuseonamotorcycle,soIhopeitispossibletosavealittleinincludingitontheorder(Notincludedinthe5000dollarbudget)IfpossiblecouldyoumaketwoPI,onewiththeextra21andonewithout.Hopetofindagoodwaytopaywithinyourtimelimit.WesternUnionisnoteasyforus.VisaorMastercardiseasybutmaybeabitexpensive.Anysuggestions?BestregardsTorHelge

15号发出，20号在邮件得回复当天建议T/T，当天果断付款当天建议T/T，当天果断付款及时让客户了解订单进展HiTorHelge,（出货跟进）Howareyou?Newupdatesforbatteries:After5daystest,wepackaged130pcscells.Hereisthepackageways,pleasekindlycheck.（让客户放心质量，附图一张）Thosebatterypackswasshippedtoourforwarderandarrivedtocustom.Andwearedeclaringgoodstocustoms.Ifthereisanythingnew,illkeepyouinformed.HiTorHelge,（出提单跟进）Howareyou?Animportantthing.Hereisthebilloflading.Youwilluseittogetgoodstoyourhands.Pleasecheckifthisisokay?HiTorHelge,（船期跟进）Howwasyourweekend.HereistheupdateforshippingfromCarrier.VESSEL&VOYAGE:MILLAUBRIDGE/08W