本文目錄
- 如何巧妙地回復(fù)外貿(mào)郵件
- 外貿(mào)郵件|跟進(jìn)郵件的5個(gè)原則及回復(fù)模板
- 外貿(mào)案例 | 被客戶已讀不回,重新建立聯(lián)系的5封郵件
如何巧妙地回復(fù)外貿(mào)郵件
在回復(fù)客戶這樣的郵件詢盤時(shí)，如果有不明確的地方請(qǐng)以郵件方式問，引起他的注意。如果直接一封郵件回復(fù)過(guò)去，可能得到的結(jié)果就是石沉大海，因?yàn)槟惚豢蛻魻恐吡恕＿€可以試著問下客人是否有自己貨代，根據(jù)客人所在國(guó)家情況而詢問客戶。讓他確認(rèn)，是FOB？EXW？還是CIF？
等該確認(rèn)的東西確認(rèn)了，做個(gè)正式報(bào)價(jià)，附上運(yùn)輸方式及大概需要的運(yùn)費(fèi)金額。報(bào)價(jià)上的產(chǎn)品圖如不清晰，單獨(dú)附一張清晰的，用ps壓縮大小但是不壓縮分辨率。
發(fā)完報(bào)價(jià)最好及時(shí)跟蹤。打個(gè)電話過(guò)去，打一個(gè)電話比發(fā)十封郵件可能更有用。客戶聽到你的聲音，你自報(bào)家門，客戶更容易記住你，發(fā)郵件有可能永遠(yuǎn)記不住你。
外貿(mào)郵件|跟進(jìn)郵件的5個(gè)原則及回復(fù)模板
1.保持簡(jiǎn)短：估計(jì)有 70%的電子郵件是在移動(dòng)設(shè)備上閱讀的，因此請(qǐng)保持簡(jiǎn)短并快速切入主題。
2.時(shí)間很重要：在白天的正確時(shí)間發(fā)送，不要在周末或下班后發(fā)送。在發(fā)送后續(xù)電子郵件之前等待兩到三天（除非需要盡快回復(fù)）。
3.個(gè)性化：雖然電子郵件后續(xù)模板（例如下面提供的模板）是一個(gè)很好的起點(diǎn)，但應(yīng)該個(gè)性化的電子郵件以建立更牢固的聯(lián)系。
4.包括時(shí)間安排：如果需要回復(fù)，請(qǐng)明確說(shuō)明日期和時(shí)間。如果向客戶索取信息，請(qǐng)準(zhǔn)確告訴他們需要什么以及何時(shí)需要。不要忘記告訴他們將如何處理這些數(shù)據(jù)。
5.著眼于未來(lái)：不回復(fù)無(wú)需解釋；關(guān)注未來(lái)的關(guān)系。
1）提出建議后郵件跟進(jìn)
Subject line: Following up on my proposal
Dear R,
I am following up on the proposal that I sent to you on 12 September.
If you have any questions about the proposal or discuss any aspects of it, please get in touch. I can provide any additional detail or supporting information that can support you in making a decision
Please feel free to contact me to arrange a meeting. I'm looking forward to working with you in the future.
Yours sincerely,
Lena
2）提出報(bào)價(jià)后郵件跟進(jìn)
Subject line: Following up on quotation(reference)
Dear R,
I am following up on the quotation that I sent to you on 12 September.
If you have any questions about the quotation and payment schedule or would like to discuss any aspect of the proposal, please feel free to contact me at any point
I await your reply.
Yours sincerely,
Lena
3）付款后跟進(jìn)
Subject line: Unpaid invoice(reference number)
Dear R,
I am contacting you about the invoice(insert details) I sent to you on 12 September. The invoice is currently overdue for payment.
Please can you advise me when we can expect to receive payment? If you are experiencing problems with paying this invoice, please get in touch with me immediately.
I await your reply.
Yours sincerely,
Lena
4）沒收到客戶反應(yīng)，需要進(jìn)一步推進(jìn)
Subject line: Information required
Dear R,
I am contacting you to follow up on an email I sent on 12 September.
I'm unable to make any progress until I receive your reply. If there's likely to be a delay in providing me with the information I need, do let me know, and I can make alternative arrangements.
Yours sincerely,
Lena
5）跟進(jìn)有意向客戶
Subject line: Just checking in…
Dear R,
I am contacting you to follow up on an email I sent on 12 September.
I know you're busy at the moment, but I feel that working together could benefit us both. You'll find all the information you need about us in the last email. After you've checked it out, you can contact me here to set up a call or a meeting.
If you have any questions at all, feel free to contact me at any point.
Yours sincerely,
Lena
6）開會(huì)后跟進(jìn) Subject line: Meeting follow-up
Dear R,
I'm contacting you to share my contact details after our meeting.
It was great to meet you and learn more about you and your organization. I'm looking forward to working together in the future.
If you have any questions about my role or organization, feel free to contact me at any point.
Yours sincerely,
Lena
7）老客戶跟進(jìn)
Subject line: Catching up
Dear R,
I'm currently contacting old clients and customers that we haven't spoken to in a while.
We enjoyed working with you and your organization. We are interested in learning if there are any current or planned projects we may be suitable for?
I would welcome the opportunity to chat with you. On a call or in a meeting, I can share some exciting new developments in our business that may benefit you.
You can contact me here to set up a call or a meeting. I'm looking forward to chatting with you.
Yours sincerely,
Lena
外貿(mào)案例 | 被客戶已讀不回,重新建立聯(lián)系的5封郵件
做貿(mào)易，常常要面對(duì)客戶突然神隱的狀況。如：郵件不回，社交軟件留言不答復(fù)或約定好的電話/視頻會(huì)議不出現(xiàn)，都是常見的事兒。不過(guò)客戶已讀郵件不回或會(huì)議爽約，并不代表雙方合作的終止，具體問題要具體分析。
首先，業(yè)務(wù)員要根據(jù)所掌握的客戶信息及業(yè)務(wù)內(nèi)容，認(rèn)真分析客戶的具體情況，仔細(xì)研判是否繼續(xù)跟這個(gè)客戶合作。其次，要確認(rèn)是否是目標(biāo)客戶，有了確切的結(jié)果后，可以通過(guò)擬寫以下有針對(duì)性的5封郵件，得以恢復(fù)與買家/進(jìn)口商的聯(lián)絡(luò)，獲取重啟合作的機(jī)會(huì)。
1.常規(guī)跟進(jìn)
Dear××,
Hope this email finds you well.
We’ve sent you product catalogue on May 20th, as we haven't heard from you, we are writing this email, hope to get your suggestion.
Is the products we provide not match your needs? Or you have other requirements?
We look forward to the pleasure of hearing from you.
敬啟者，
謹(jǐn)以此郵件向您致以問候。
我們于5月20日發(fā)給過(guò)您商品目錄,目前我方尚未得知貴公司的回復(fù)，本次致函希望聽取您的意見。
是否是我們提供的商品與您所需不太匹配？或是您有其它的要求？
我們期待您的回音。
2.電話/視頻會(huì)議邀約
We’ve sent you an email on 15th last Wednesday, as it includes the attachment(product catalogue), I’m not sure whether you received it?
In order to discuss the cooperation way in more detail,it would be good to arrange a time to speak with you on the phone, kindly please share your phone number with me,thank you.
敬啟者，
我們已在上周三的15日給您發(fā)送了一封電子郵件，其中包含附件（產(chǎn)品目錄），不知道您是否收到了？
為了更細(xì)致地溝通與您的業(yè)務(wù)合作，希望能夠安排時(shí)間與您電話交談，請(qǐng)告知您的電話號(hào)碼,謝謝。
3.電話/會(huì)議后如何跟進(jìn)
在電話/會(huì)議之后應(yīng)仔細(xì)梳理一下會(huì)議過(guò)程，認(rèn)真總結(jié)客戶最需要的所有信息，需要哪些支持，而自己又會(huì)給出什么樣的解決方案。再依照這些信息整理出一份條理清楚、內(nèi)容完整的郵件，發(fā)給客戶以表誠(chéng)意，這也是一種態(tài)度。
確認(rèn)客戶閱覽過(guò)資料后，便可以順勢(shì)詢問客戶，對(duì)這些資料是否有不清楚的地方，可提議再約一次電話/會(huì)議的時(shí)間，為重新打開合作契機(jī)尋找機(jī)會(huì)。
Dear××,
For the project we discussed last Wednesday, we really appreciate your precious suggestions. Like you said, packaging for the product in those terms may not be very convenient. We are now considering redesigning it to make it more compact. We have attached3 new packaging proposals that match your needs the best.After you've made the choice, please let me know which one(s) you prefer.
We look forward to receiving your reply.
KInd Regards,
Notting
關(guān)于上周三的討論，我們很感謝您所提出的寶貴建議。就像您說(shuō)的，包裝對(duì)于有特定要求的產(chǎn)品或許不太便利。我們?cè)诳紤]重新設(shè)計(jì)產(chǎn)品的包裝，讓它更加精巧。現(xiàn)附上3個(gè)最符合您需求的新包裝設(shè)計(jì)方案，您甄選后，請(qǐng)知會(huì)我貴方更傾向哪一個(gè)方案。
我方期望得到您的回復(fù)。
注：郵件結(jié)尾盡量不要用“開放題目”的方式問客戶（如Could you please let us know your comments?），因?yàn)檫@樣客戶就需要用多更多的時(shí)間去整理，這樣會(huì)導(dǎo)致客戶需要很長(zhǎng)的時(shí)間去回復(fù)郵件。這樣會(huì)造成業(yè)務(wù)沒必要的拖延。
建議業(yè)務(wù)員把要問的問題，盡量換成選擇題方式，客戶就能比較容易的快速做出選擇，而業(yè)務(wù)員也能及時(shí)得到回復(fù)與確認(rèn)。
4.“不催”的郵件
我們?cè)跇I(yè)務(wù)聯(lián)絡(luò)過(guò)程中，有時(shí)換了若干內(nèi)容給客戶發(fā)郵件，對(duì)方依舊不回復(fù)，這時(shí)該怎么辦呢？
一些業(yè)務(wù)員會(huì)嘗試用各種不同的渠道，比如facebook,linkedin等輪番給客戶留言，甚至?xí)褂盟^“聰明”的做法，進(jìn)行多次跟進(jìn)、還會(huì)從總經(jīng)理那里找突破口等，但其實(shí)這樣的行為并不妥當(dāng)，在很多時(shí)候有可能會(huì)起到相反的作用。
恐怖片中最讓人緊張的鏡頭不是妖魔鬼怪出現(xiàn)的時(shí)候，最恐怖的“恐怖”，反而是在那之前，一片寂靜無(wú)聲的時(shí)刻，才是最有壓迫感的力量。同樣的，在貿(mào)易上，有技巧的“不催”有時(shí)候比“過(guò)度關(guān)切”來(lái)的有效，反而能改變對(duì)方的態(tài)度。
中國(guó)有個(gè)俗語(yǔ)：“一趕三不買，一趕三不買”。意思說(shuō)：越急于求成，也許越不成。可以寫封“不動(dòng)聲色”的郵件，以“不催”達(dá)到“催”的目的，“買賣不成仁義在”。由此既達(dá)到維系客戶間的關(guān)系，也能進(jìn)一步促進(jìn)合作。
1.在郵件的簽名欄/社交軟件的說(shuō)明里可以加上公司最近在做的活動(dòng)/展會(huì)等，一句話點(diǎn)到為止，不需要過(guò)多去說(shuō)明，比較含蓄的知會(huì)客戶公司的動(dòng)態(tài)。一方面顯示出客戶對(duì)公司的重要性，同時(shí)也表示了希望與客戶密切業(yè)務(wù)關(guān)系的愿望。
比如：Kindly please note we will attend the xx expo from 11/1-11/5, with booth No.××.
2.例如將出差信息及時(shí)發(fā)給所有客戶，之所以事先告知，主要是防止出差會(huì)影響客戶業(yè)務(wù)，從細(xì)微處展示了專業(yè)素養(yǎng)，同時(shí)讓客戶感覺到業(yè)務(wù)員的細(xì)致工作。
業(yè)務(wù)往來(lái)過(guò)程中有許多細(xì)節(jié)，我們也許不經(jīng)意，但就是這些不起眼的細(xì)節(jié)，可以折射出業(yè)務(wù)員的專業(yè)水平，有利于業(yè)務(wù)的發(fā)展。往往是細(xì)微之處見精神，最是“小事”先是素養(yǎng)。細(xì)是一種心理素質(zhì)，也是一個(gè)人的精神態(tài)度。
“致所有客戶的信”
Dear All,
Kindly please be informed that I will be on business trip from June 1st to 5th. And I will have limited access to my email.
If you need to discuss terms of the contract or need immediate assistance while I’m away, please feel free to call my mobile phone(xxxx)
Thanks and best regards,
Notting
致全體，
敬請(qǐng)告知，我將于6月1日至5日出差,只能非常有限地使用我的信箱。
假如在我不在的期間您需要討論合同條款或需要立即的協(xié)助的話，請(qǐng)隨時(shí)撥打我的手機(jī)。
祝好
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本文來(lái)源： 外貿(mào)賣家如何跟進(jìn)不回復(fù)的郵件
