自己对客户邮件回复的点滴看法
做外贸也有三年多了 ，第一份工作中，虽然也是属于外贸，但工作内容属于维护客户一类，开发信很少写，而且新客户基本是在广交会现场有意向的客户，展会结束之后通过联系有可能促成订单的。
真正对开发客户有感悟的是在第二份工作中。没有客户，只有靠开发信和电话沟通，才可能与客户建立起联系，即使这样，客户也只能是你的潜在下单客户，并不一定会短时间立刻有业务上的合作。除非客户急于更换现有供应商或者增加新的供应商，而且你的开发信不偏不倚的进入他的邮箱，引起他的兴趣。随后经过一系列沟通，确认产品才可能立刻下单。从某种意义上说，开发信的成功靠的是运气。而运气就是机会来了，恰巧遇上了你的努力。所以 ，要写好开发信，前期的准备工作必须做好。
在海安格力的这几个月中，自己先从熟悉产品开始，从事客户开发是在来公司40天之后，由于之前已经在阿里巴巴上搜索了相关的客户，所以在开发信的写作之初，自己并不担心客户的问题，而随着时间的推移，对产品的了解以及客户网站的研究，客户的邮箱数量就明显的捉襟见肘了。因此自己在写作开发信的同时，也把学习产品知识和搜索新的客户并举。起初开发信的质量确实是惨不忍睹：没有商务信函的格式，内容也是很随意。所以在这种情况下没有客户的回复是正常的。经过几个月的摸索，开发信的格式基本已经固定，但是开发信的质量一直上不去。在这段时间，幸好有经理和同事的指导，自己才能不断的慢慢进步。从写作开发信起，自己对开发信内容的想法也在详细和简洁之间矛盾：详细显得太长，客户时间看邮件时间有限，而太简洁又感觉不能把内容传达。但是开发信没有万能的模版，只要是得到客户回复的开发信，就可以算作一封成功的开发信，尽管不是完美的，至少可以说开发信的某一点吸引了客户。我们就是要去努力找寻更多这样的点，提高开发信对客户的吸引力，随之提高回复率。
说到客户对开发信回复的态度，可谓是多种多样。要么是直接拒绝，口气很强硬的那种，要么是婉拒，说是对产品感兴趣，现在不需要，但是也没有说需要的时候会联系你。虽然我们被拒绝，却会得到一个信息：客户是真实的，目前正在使用我们的产品。这种客户我们需要保持联系，在以后有下单的可能性。还有一种就是直接询价并且要样品。此类客户也需要区别对待，有些是真的需要我们的产品，而有些就是套取样品而不检测 。像我司经营的产品，不经过客户询样测试是不可能下单的。每一封回复都是一个希望，不能因为客户的拒绝就放弃了联系。我们要认真对待每一封客户的邮件，有时候那些不冷不热的客户给你下订单的速度反而比那些常联系而没有实质性进展的 。除此之外，我们要从其他角度挖掘客户的需求，尽可能把我们的产品推销给客户。做好外贸，是要做好打持久战的心理准备的。有些时候客户是会被你的执着感动的。你对客户研究的越细，了解的越多，找到客户突破口的可能性就越大，合作的就越大。
外贸人必须知道的十个定理：
1. 一个差劲的业务员是传话筒，老板如果有时间、懂英语，一定不会需要你；一个一般的业务员是营业员，对产品问题能对答如流，但是无法影响客人的选择；一个优秀的业务员是导购，能帮客人明确他自己真实的需求，并且想办法去满足，没有了你，客人要么犯错、要么一无所获。
看过本文章的还看过。。。
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第一次接到询盘，你用多少回盘换来一句回复?该怎样做，客户才回你呢？明明询盘了，就突然消失了？你们遇到过吗？为什么询盘后就不见了?还是根本就消失不见了？经过我浏览大家的外贸邮，神似的纠缠，没有回音也是白搭，只有客户回复了，即使只是告诉你不想要了，你就已经打入了客户，至少你可以继续。。。。哈哈，如何掌握节奏？万不得已，只有出绝招了！我的第一次报价Thank you for your inquiry of Adult Diaper. We are pleasure thatyou are interested in our products Adult Diaper and Adult pull upDiaper. we are the first and largest companywhich specialized in ### in China,have more than # years experience in handmade production. http://We've sent the products' photo in the attachment and detailed information ofthe product below:For the payment:Western Union.....For the Shipment : DHL, .....We look forward to receive your reply.Sincerely,（过几天，没回复）Dear XXX,Wish everything well with you!We are in receipt of your letter dated Aug 10 , and as requested send youa catalogue for more information . We hope they will reach you and will helpyou make selection.Should any of these items be of interest to you, please let us know. Wewill be happy to give you a quotation upon receipt of your detailedrequirements.Wish we will promote business as well as friendship（仍无回复，两周内）Dear XXX,Good morning! Have a nice day.Hope you have got a wonderful weekend!For several days no news from you, my friend.Now I am writingfor reminding you about our offer for item of ** dated ** **
according to your relative inquiry. Have yougot (or checked) the prices or not? May we know if this project still activefor us?Any comments by return will be much appreciated. It will be our bigpleasure if we have opportunities to be on severice of you in near future.（最后的绝招）Dear xxx,I have sent you email many times before but have not received any reply from you so I am guessing the emails have not reached you.Could you please drop me a short note if you receive this message, please tell me if you have any interest in our products? I don’t want to keep bothering you if you don’t have any interest（在两个月内可以适当追加的）Dear XXX,Now I am writing for keeping in touch with you for further business.If any new inquiry, welcome here and I will try my best to satisfy youregards加强联系：Dear sir Have you received our quotation of ..., if you have any further question,please don't hesitate to contact us. We are waiting for you comment about our quotation.We hope that we can establish a good business relationship with you in the nearest future. Your prompt reply will be appreciate.每日一学----跟海外买家沟通技巧20招，私藏的，今天分享了！1付款阶段1,A,买家未付款催单技巧：(Awaiting Payment)Dear valued Customer,Thank you for your order, We have this item in stock, if you have any query for processing the payment of the order, please feel free to contact us.Thank you!Seller IDB,款项正在审核阶段(Pending payment verification)Dear Valued Customer,Thank you for your order. Your payment is currently being processed and will be shipped to you as soon as your payment has been confirmed. If you do experience any payment issues, please feel free contact us.Thank you !Seller ID2订单付完款后，发货前2,买家下完单，但是缺货断货，可推荐其他产品或者同意退款,询问买家意见Dear Valued Customer,Thank you for your order. The item(s) you ordered is currently out of stock, however, you can select an item(s) of equal value to your order, or request a refund. Please let us know which you prefer.We look forwarding to hearing from you soon.Thank you.Seller ID3,买家所在的国家地址较偏远，不能包邮，建议买家补运费Dear Valued Customer,Thank you for your order. We are sorry that we cannot ship your item(s) via the free shipping method as the address you have provided is located in a remote area. In order for us to ship your item(s) to you as soon as possible, you will need to pay an extra $(付款金额), or you can request a full refund.We are sorry for any inconvenience this may have caused. Please let us know which you prefer.Thank you.Seller ID桃子
10:35:054,买家选择的是DHL发货，但是卖家只能用E-邮宝或者小包发货，询问买家是否愿意接受？Dear Valued Customer,Thank you for your order. We are sorry that we cannot ship your item(s)via DHL（四大快递) at this point. We can only ship your item(s) via E-packet （或者其他的货运方式）which usually takes 10-15 business days for delivery. Please let us know as soon as possible if we should proceed with the E-packet shipping method.
We look forward to hearing from you soon.Thank you.Seller ID5,卖家不能正常发货（例如春节长假），请买家同意延长备货期Dear Valued Customer,Thank you for your order. Please note that there will be shipping delays due to the national holidays and your order might not arrive at the expected time frame. We plan to extend the lead time, would you please accept it?Thank you for your understanding and patience.Seller ID3发货后6,卖家发货了，告知买家发货方式和查询网址Dear customer,Regarding your order number: xxx, we have shipped your item(s) via (DHL, EMS, E-packet) and the tracking number is xxx. Please check the tracking information here:
for updates.Please note, it will take 2-5 days before the tracking information can be viewed online. If you have any further questions, please feel free to contact us.
Thank you.Seller ID10:35:50桃子
10:35:507,货物被物流公司丢失，询问买家是否同意重新发货？Dear Valued Customer,Your item(s) have been shipped on 10 January,2015, however, the shipping carrier has lost the package. At this point we would like to offer you two options, we can either resend you items or provide you with a full refund. Please let know which you prefer. We are sorry for any inconvenience this may have causedThank you.SellerID8,货物正常在途，请买家等待Dear Valued Customer,Regarding your order number: xxx, we have sent out your item(s) via (DHL, EMS, E-packet), and the tracking number is xxx. Please check the tracking information here:. Your package is on route and will take between 5-25 days to be delivered.Best Regards!Seller ID9,货物到达买家海关，请买家去清关（确认买家需要交关税的情况）Dear Valued Customer,Your order number: xxx, has arrived and is being held by customs, and you will need to clear your item(s) with customs. Please note that there might be VAT (value added tax) that you might have to pay.If you have any questions, please feel free to contact us directly and we will be glad to assist you.Thank you.Seller ID10,货物妥投，但是妥投的具体地址和签收人不一致,请买家再次核实Dear Valued Customer,Your package was delivered to the address that you have provided, here is the shipping receipt (附上发货底单给买家). Please check with your local post office, or any family member or neighbor who might have signed for your package.If you have not yet received your package, please feel free to contact us directly. Thank you.Seller ID桃子
10:36:3711,官网查询买家已签收包裹，提醒买家确认收货并留好评Dear Valued customer,We have tracked your order (order No: xxx), and it was delivered to the shipping address that have you provided. Please make sure you have received your item(s) in perfect condition, and then please proceed to complete this order. If you are satisfied with your purchase and our service, we will be grateful if you can provide us with a positive feedback.If you have any questions, please feel free to contact us.Thank you!Seller ID4买家开启纠纷（包括普通纠纷和平台纠纷）12,买家投诉货物与描述不符，询问具体原因和请买家提供证据Dear Valued Customer,We have received your dispute messages, what’s wrong with the items which you have received? If you are experiencing problems with the item(s) that you have received, please take clear photos and/or video and send it to us so that we may be able to resolve it as soon as possible. Thank you for your time.Seller ID13,买家投诉部分收到货物，询问具体收到的数量，考虑补发Dear Valued Customer,If your package is missing some of the items that you have ordered, please take clear photos of the items that you have received, and send it to us. http:///news/6F3CB2.htmlWe can then proceed to send you the missing item(s) as soon as possible or you may tell us your solution.Thank you for your time.Seller ID14,买家将纠纷升级到平台,继续跟买家沟通Dear Valued Customer,We have received your escalated dispute message. Please provide us with the specific problem that you are having in order for us to help you resolve this case as soon as possible. Or you may tell us your solution.We look forward to hearing from you soon.Thank you,Seller ID15,纠纷升级到平台，等待平台纠纷专员裁决期间，仍争取跟买家沟通Dear Valued Customer,Regarding your order (no: XXXXX), we are aware that you have escalated the case to DHgate. We would be grateful if you could give us a chance to help you resolve this matter personally.Could you please propose a solution to the current problem you are having?
We look forward to hearing from you soon.Thank you,Seller ID16,如果买家收到的货确实货不对版或者质量问题，也提供了证据给您，询问买家的方案Dear Valued Customer,Thank you for the evidence you have provided. We would like to offer you some options as below that will help resolve this case as soon as possible.(a) You can keep the items and we will be happy to offer you a partial refund XX $ USD(具体金额可视具体的情况).(b) You can return all the items to us, and we can then provide you with a replacement of your items or a full refund.Please let us know which option you would prefer.Thank you!Seller ID17,如果买家接受了部分退款，保留货物的意见，告知会同意部分退款或者找客服帮忙Dear Valued Customer,Thank you for your response, you have accept the partial refund US $xx, please go to “my DHgate” and click “refund and refund” then select the solution: “seller partial refund $xx, buyer no need to return”.Once we clicked that option the system will automatically provide you with a refund. If you do experience any issues with this process, please contact us.
Thank youSeller ID18,如果买家就是不喜欢收到的货（自身原因），坚持就要退货，可告知买家风险Dear Valued Customer,We are sorry to hear that you have opened a dispute regarding the item(s) you have received. If you wish to, you can return the item(s) to us, and once we have received the item(s) we can then proceed to provide you with a full refund.Please note that you will have to pay the shipping fee for returning the item(s).
Below is our return shipping address:(详细英文退货地址：包括收件人姓名，电话，邮编，买家需要选择的货运方式和申报价格等)Contact name:shipping address:Zip Code:Tel: (required)Kind reminder:1. Returned goods must remain intact and in perfect condition2. Remember to markPlease let me know the shipment tracking number once you have shipped the package.Thank you,Seller ID19，同意买家退货，询问买家退货进度Dear Valued Customer,We have not yet received the item(s) you have sent back to us. Please provide us with the shipment tracking number and the shipping carrier’s website so that we can track the returned goods.We look forward to hearing from you soon.Thank you!Seller ID20,收到买家的退货，同意退款给买家，希望下次可以再合作Dear Valued Customer,We have received your item(s) and will now proceed to inform DHgate to apply the refund to you. We apologize for any inconvenience this may have caused. Welcome to our store again and we will give you some discount in your new order. Best Regards!Seller I本文由()首发，转载请保留网址和出处！
免费下载文档：君，已阅读到文档的结尾了呢~~
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3秒自动关闭窗口HR 发给应聘者常用邮件模板 人才关系管理,具体到招聘...一、收到简历后的回复 XXXX 先生\女士, 您好!感谢...(5)上家公司离职证明(应届生可免); 报到后,本...
如果你收到了 不止两三次询问,那么你可能需要减慢回复的速度,并且提供公司内部...音邮件将被如何处理;重设密码并告诉相关人员;与上司讨论是否应 该以及如何向...
若有协办事宜,请 相关部门人员及时回复邮件通知。 第七条 离职人员工作交接,交接顺利即可办理离职审批手续,填写 工作移交清单: 1、先由工作接收人签名确认工作交接...
给离职员工的感谢信_求职/职场_实用文档。给离职员工的感谢信 给离职员工的感谢...以下人员在上一季度的人力资源中有主动退潮的 也有黯然退潮的, 无论是怎么退潮...
如果你收到了 不止两三次询问,那么你可能需要减慢回复的速度,并且提供公司内部...音邮件将被如何处理;重设密码并告诉相关人员;与上司讨论是否应 该以及如何向...
回答员工可能有的问题; 5.1.6. 征求对公司的评价及建议; 5.2. 员工离职时,综合管理部应与离职员工进行谈话, 谈话完成下列内容: 5.2.1. 了解辞职原因与...
打开电脑,点击邮件接收,有 15 封邮件, “不多!开始工作吧! ”心里想着,迅 ...这个问题至关重 要,不容易回答,但必须回答。 这时就要与辞职员工的主管及相关...
工作交接 中英文 邮件通知客户或是供应商 供应商: 你好! 由于近期我司对人员...离职工作交接清单模板 1页 免费
中英文工作推荐信模板-推... 3页 免费
她一毕业就来到这家公司, 供职7年,从普通员工做到...可想而知,这里记录了她怎样的青春历程和职业梦想。...决定离职后,我给上司发了邮件。他很震惊,说完全没...
公司员工离职发给客户的告知函(通用版)_调查/报告_表格/模板_实用文档。告知函尊敬的客户: 您好! 我公司(业务/销售)部 因个人原因于 2013 年 11 月 17 日与...