Dear Mr. J.C. Linder,

You may not aware that we are the most professional manufacturer and exporter in this field of External Battery Pack in China. It really regret that you miss  the chance to experience our professional service.  We sincerely hope you can consider carefully before making decision.

Our markets are covering USA, Germany, Japan.  We have stable OEM & ODM partners in those countries. They have their own shops, or cooperate with supermarkets. They are  Mi。。, Len。。, etc from USA, Val。。。 from Japan, An。。。 from Germany.           

To be frank, we may be a small company now. But we are growing into a promising and flourishing company in the field of External battery pack. The monthly output capacity is 300,000sets. And you never try our products. Don't you think it is a little arbitrary?  Don't forget many products in your country are from China, even from our company.


All the best!
Water

第一次收到客人很无礼的回复。英文部份找不到了。法国的客户，他的意思说，他不想浪费时间和像我们这么小的公司谈。对付这样的人，除了心里BS之外，还是要不卑不坑的回复，不能受无礼之冤，也不要故意去惹怒他人。



The problems the price we received an offer very competitive US$1,25 with “CE” CERTIFICATE  and in blister packaging.

If you can meet the same price or lower, we can place order within Monday for delivery within first week of May.

这是一个朋友发给我的邮件的一段，以下是我的回复。要仔细分析客户的邮件。客户这样说，很明显他是在忽悠人，想压你的价格。只是没有明说。如果他已经有更好的价格，对产品也还满意，他为什么还花时间和你谈价格，还说下星期一前确认定单。客户这样回邮件，说明他对你的产品还是感兴趣的，也说明还有希望。下一步就看你怎么引导客户了。

分析出客人的意图之后，就要构思自己的邮件应该从哪些方面引导客户并让客户接受你的建议。也可以侧面打听客户的底线价格。往往他会加点钱。如果他加了，肯定还有得加。要慢慢谈。要引导和坚持。清楚自己能满足客户的什么条件和能做到什么程度，要客户怎么做才可以达到什么价格。必须分步走，不能一封邮件就把自己的所有底线都写出来，如此就很容易陷入被动。清晰自己的立场和公司的能接受的程度。要把握好度和时间！

如果你的报价单上带有规格。此处可特别说明你们的特点。

生意是谈出来的，要耐心的谈才能谈成功。客户这么大的生意不可能一下子就给你的。而且他在大洋彼岸，怎么让他相信你呢，只有通过沟通，看你和他的沟通是否畅顺，是否表现你的专业和敬业。如果他接收到的信息都是有效的，很自然，成交率会很高。

价格的问题，大家都很看重。你也别要一开始就说你不接受他的低价。也要给点希望他，他喜欢谈就和他谈好了。一下子就说到底， 就没办法谈了。要保持沟通，信息交换，这样才更容易成功。如果他愿意和你沟通，那就代表你有机会。人家都不愿意和你谈，那怎么有机会呢。所以要留有谈的余地给自己，也给别人。

文中只说你能接受什么价格，没有说明你为什么要这个价格，要把客户引导到自己的想法上。如果他坚持说他都已经以很低的价格买到了相类似的产品。那没办法了。如果这样，回复又不一样了。这是后话了。


Dear Sir,

We are so pleased to receive your inquiry about our mobile phone high copy N95. Enclosed is our quotation,please kindly check the attachment. If you need further information,please conact us. We will try our best to meet your requirements.

Would you please tell me your MSN, TRADEMANGER or SKYPE next time, so that we can communicate with each other efficiently.Thank you!

Freight : If you just buy one sample, the freight is $29 via EMS to Malaysia.

If you just buy 100 pcs, the average freight is $3.6 for each unit via UPS  to Malaysia.

If you need more,the shipping freight will be much cheaper.  

Payment terms: T/T in advance& western union,if you will place large order,we will think about irrevocable L\C.     

Delivery time :  we will deliver your sample within 3 days after payment confirmed.


Our products possesses  5 main attributes as follows:
1.Appearance: Beautiful and particular design.
   2.Support Multi-language, including 7 languages.
   3.Support Bluetooth.MP3/ MP4/function,
   4.Support MMS/SMS/GPRS ,Video Recording
5.Free 256M Micro SD card ,Support 2GB.


  Our products Guarantees include:

   1. One year warranty on all our products
   2. Competitive pricing across our range.
   3.no-quibble guarantee and product replacement in the unlikely event of a fault
  
We are looking forward to your early reply.

大家看了这封邮件。不知道都有什么看法。欢迎讨论,各抒己见。收到客人的寻盘，第一次给客人回信，你会怎样写？写什么内容可以更容易引起客人的注意，或者怎样写更简洁明了，达到更有效的沟通。我想先发一段我和一个同事之间的谈话。然后再发我的看法。


WaTer 09:17:17
bad! we cannot show all things to customer one time, no communicate at all。看看，有什么评论

复苏の蝎子な 09:22:49
觉得一般啦
WaTer 09:23:06
你比我好点，我觉得差

复苏の蝎子な 09:23:26
没什么吸引，语言平淡，内容太杂，没有重点
WaTer 09:23:34
这是一个朋友公司规定的模式

复苏の蝎子な 09:23:46
太烂了
WaTer 09:23:57
那老板还为了， THANKS和THANK YOU 纠缠

复苏の蝎子な 09:24:07
完全是没什么语言基础的人写出来的东西。语言组织和表达太差

WaTer 09:30:57
只是我觉得第一次联系，最好还是表示一下强烈的愿望。比如， we hope to cooperate with your side soon

复苏の蝎子な 09:35:08
那肯定啦，我觉得回复第一次的询盘，要根据客人和我们自己的情况有针对的做一些介绍。不要太泛了，不然很难有吸引力


以下是我的个人意见和看法。自己在实际的操作中会注意到，也会严格要求自己的同事。有些建议和看法已经在之前的对话里说过了。在此不再重复。（我那同事也是精英，super sales.销售技巧和销售能力都很厉害，她是女孩子）

We are so pleased to receive your inquiry (better to use “enquiry”) about our mobile phone high copy N95.

Enclosed is our quotation,please kindly check the attachment.
anyway OK， but 可以简洁点，please refer to the attachment for our quotation.

If you need further information,please conact us. We will try our best to meet your requirements.
可以改为表示合作的愿望。第一次联系，要有这样的愿望表达。比如：we hope to have a chance to cooperate with you soon.

Would you please tell me your MSN, TRADEMANGER or SKYPE next time, so that we can communicate with each other efficiently.Thank you!
像这些。自己的签名落款里有的话，人家要加你自然会加。或者在以后熟悉之后你可以问。第一次还是不要问好了。这是不礼貌的表现。别以为大家都有时间和你MSN。你不烦，人家还烦你骚扰他。

Freight : If you just buy one sample, the freight is $29 via EMS to Malaysia.

If you just buy 100 pcs, the average freight is $3.6 for each unit via UPS  to Malaysia.

If you need more,the shipping freight will be much cheaper.  

像这些，如果是客人确定要样品你可以告诉他。如果都没有表示需求，最好还是先确定。因为第一次联系，报了也是白报。没有意义的东西还是少做，我们要做有实际意义的事情。


Payment terms: T/T in advance& western union,if you will place large order,we will think about irrevocable L\C.     

第一次联系，建议还是不要轻易的说这些TOUCHY的问题，因为这些随时都可以成为一道门槛。第一次联系，没必要这么深入的谈论付款问题，对方关心的是你的价格，你能做到什么程度，和他的目标价格是否一致，或者相差多大。你能提供的服务如何，是否可以帮助他扩展业务，把市场做大做好。

Delivery time :  we will deliver your sample within 3 days after payment confirmed.

Our products possesses  5 main attributes as follows:
1.Appearance: Beautiful and particular design.
   2.Support Multi-language, including 7 languages.
   3.Support Bluetooth.MP3/ MP4/function,
   4.Support MMS/SMS/GPRS ,Video Recording
5.Free 256M Micro SD card ,Support 2GB.


  Our products Guarantees include:

   1. One year warranty on all our products

这些也是敏感的话题，能不提的最好不提。因为都是第一次联系。即使人家问到，我觉得还是要在适当的时候再谈。一下子说完所有的东西，没有达到沟通的目的。定单是慢慢谈出来的。第一次把重要的信息告诉客户就好了。其他的慢慢谈，不是说一次性把所有的东西告诉他就是好事，也不是说什么都不能告诉客户。比如问报价，你可以告诉他一些，然后问客人一些相关的情况。有答有问，形成互动。这样才有可能达到有效的沟通。如果是很有诚意的寻盘，要引起重视。自然的，回复要详细点。

   2. Competitive pricing across our range.
   3.no-quibble guarantee and product replacement in the unlikely event of a fault
  
We are looking forward to your early reply.

总的来说，这样的邮件是不合格的。欢迎拍砖！


最近一个朋友问到关于产品涨价的问题。客人说要CANCEL定单。这样的问题是很头痛的。面对这样的问题，处理的不好，当然是定单飞了，什么都没了。以下是一些资料，还有偶和朋友之间的沟通。希望以这样的方式展现出来，对大家都是一个提醒。但面对问题时，怎样才可以处理的更完美点。客户容易接受，自己的利益又不受损。来讨论吧，且不去计较是什么产品，什么价格，只是针对这样的事情讨论。

Yvonne,

I need to increase this order, with the following:

  120 x 200   8pc.
  90 x 200    40 pc
  2,000 pillows

Sorry to ask you but can you try to send the new PI today?

Thanks,

David

Hi David,

Re:Memory Foam Pillow

For this time, we charge $21.00/pc
due to US dollars drops and raw materials rising these days.

Hope you could understand.

Thanks,
Yvonne


"Yvonne,

   Cancel the pillows.

David"
在这样的情况下。问题出现了。该如何解决呢？以下是朋友的回复，还有一些对话。看看有什么看法。然后再看看我的回复。区别一下，是否会有分别呢，大家可以自己评判。

针对以上的回复，个人看法有。客人要增加数量，没有表示感谢，礼节没有做到。然后贸然的就说你要增加成本。而且没有表示是无奈，不得已的增加。从接受的程度来看，客人肯定很火。像这样的情况是大问题，你不能光靠两句话就可以解决的。要做到诚恳，你这是无奈的举动，表示需要他的谅解和理解。虽然目的都是要加价。不过要让别人比较容易接受点。再看回你说接受原来的价格的邮件，你也没有很好的表达出为什么接受原来的价格。

个人建议，你在升价时，你可以说，你的财务核算成本错误。也真的由于美金汇率跌。给你们造成被动，原材料价格飞涨，你们压力很大。因此给他带来的不便，敬请谅解。希望可以接受。 在你说接受了原来的报价时，你可以邮件加说考虑到你们之间的长久合作，和给你的巨大支持。经过你的努力争取，老板同意原来的价格。所以你们还是自己承担这些成本的压力，希望双方以后会合作更密切，给予你们更多的支持。


Y: 老大,人家之前有下过单的。都那么熟了,还客气什么
W：那随便你咯。我只是建议。只是生意上讲求的就是诚恳，人家凭什么白白的多给2000美金你？

Y：而且这个客人很神出鬼没的。是啦,我同意你的观点
W：这只是谈生意的一种手段。如果你能多拿2000美金你的提成不是多点，这也证明你自己的实力和能力

Y：之前跟他做工厂价,问他怎么出货，没回。过了好久,一个深圳的货代给电话我说,帮他出货
W：哎，真不知道怎么讲你。恩，不好意思，你现在的阶段只是普通的SALES。如果要我评价的话。
有些客人就是这样，要催的拉。这是他的特点，你不能要求每个客人都这样，你说要加他1块，他就说好。你问他什么，他马上告诉你怎么做。

W：Please kindly pay $17350.00 deposit first， 像这些你可以采取问的形式。比如，when can we expect the downpayment /deposit?  金额也不用写啦。如果都是谈好的。你这样问，好象是要要求人家。如果改为请求人家，这样读起来会不会舒服点？



W：而且我再说下，你突然升人家价，后来人家说CANCEL定单好了。你又突然说你接受原来的价格，你这不是玩弄人家吗。如果你是客人你会怎么做呢？不写些理由支撑自己的观点怎么行呢，再说你自己都是文科出生的。要给出诚恳的理由，硬道理。

W： 好了。不说了。这些你自己把握吧，你就写邮件给他嘛，问他什么时候打款。多加解释下人家还是会接受的。美金真的在跌。你们压力很大。只是为了你们之间的长久合作，你们最后还是接受原来的价格。为了抓住销售季节，等，问他什么时候可以打定金。这些都乱扯一下吧。相信没有那么笨的你，可以把他搞定，不过你写邮件的水平要好好进步下。


由于客人没有回朋友的邮件。她也急啊，因为都是已经到手的定单，怎么就这样眼睁睁的走了呢。那肯定是要努力做点工作了。以下是她经过偶支招之后的邮件。个人觉得还没有达到我想要的水准。

Hi David,

Good day to you.

Had called you yesterday,
but was told you were not in the office.

Firstly,I'm so so sorry about the price of mem foam pillow。the reason why we keep $20.00/pc(the margins are so small you would not believe.)is because we appreciate our long-term business relationships. and there comes more orders,of course! but the fact is US dollar drops dramatically early this year, and all cost of raw materials rising highly before Olympic Games. now we charge new buyers $25.50/pc(CNY180.00,$1.00 = ￥6.90) so please please don't let such chance get away... could you kinly let us know when could we expect the deposit?

Secondly,attached please find the pillow logo for your approval is it the one for you? due to we can't find all the files of before

Finally,sorry for any inconvenience cause.

hope all is well!

Regards,
Yvonne

以下是我的建议回复。大家可以比较下，然后批判一下。
Dear David,

Good day to you.

个人建议： 如果说是通过自己了解到的，会不会好点。
I tried to get you on the phone yesterday, but it’s pity that you were not in the office.

Regarding the offer of mem foam pillow, sorry to cause you some inconviences. we hope to keep the same US$13/pc, the offer is really special for you. You know well the margin is quite narrow, and we have hundreds of works to support. The pressure is quite heavy for us. Now the US dollar drops dramatically as well, the cost of material is rising. Sometime it is out of our control to increase the price. Hope you can understand us.

For the current order, to appreciate our long term cooperation, and to thank you for your great support to me,  I tried to persuade our boss and finally he promise we can keep the same price. To be frank, now we offer to other customers US$17.5/pc. We’d keep it as secret to other customers. As it is really a special offer for you. Hope we can move forward the order as planned. Could you kindly let us know when we can expect the deposit?

At the same time, attached please find the pillow logo for your approval. Is it the one for you?

Hope you can understand us and do your part to move forward the project.

Thanks for prompt reply

but i think it's too much expensive


大家也会遇到这样的问题，价格报出去了。客人的回复是，谢谢你的报价，但你的价格太高了。很简单的一句回复。对于这样的回复，不知道大家怎样应对。你是简单的回复呢，还是会详细的回复？怎样敲开客户的金口，让你清楚的了解他的实际意图，并达到合作。欢迎一起来讨论。

有朋友回复如下。

Hi XXX,

Regarding the offer of mem foam pillow,
To be frank,sometimes it's out of our control to quote you such price.
US dollar drops dramatically these days,
and all cost of material rising highly before Olympic Games.
Hope you could understand

but if your order is a large one,
i will persuade our boss to give a special offer for you

BR/Yvonne

以下是我个人的看法。
Dear Sir,

Thank you very much for your kind feedback.

Regarding the model I introduce to you, is it suitable for your market? Hope you can inform us more information.

The offer for the current period is good, but can you let me know what’s your quantity for initial order? And can I know your idea about the target price please? We hope we can work out a suitable way to meet your demand and start our cooperation.

Looking forward to your positive reply soon.

你要全方位的考虑整个CASE，你的报价是不是偏高呢，了解自己，也要探知客户的目的
你要会忽悠老板也要会忽悠客户。

To be frank,sometimes it's out of our control to quote you such price. US dollar drops dramatically these days,
坦白说，你这样写，就表明你的价格还可以降。虽然事实是这样，但给人的感觉就是你的价格是由于汇率的问题而升，实际不需要这么多。这点可以在他再和你BARGAIN几次之后你可以说，一开始我不建议说。

hi, we are currently looking to expand our product line to include memory foam mattresses and pillows.


We will be coming to china next month and would like the opportunity in the meantime to collate as much information as spossible on prices and specifications.


please advise us at your earliest convenience.
像这种INQUIRY怎么抓住他?

客户说他要扩展业务，对你的产品表示感兴趣或者看好你的公司的产品的前景。表示要来访中国，还要拜访你们。针对这样的邮件，以下是邮件的两种回复。

Hi XXX,

Thanks for your inquiry.

Attached please find our mem foam matt & mem foam pillow fyi.
简单介绍产品性能

Glad to hear that you will be in China soon,
and if there's a possibility you'll be in Guangdong,it's our pleasure that you will pay a visit to our factory.(we located in Foshan,it's about 1:30hr from Caton )

Dear Sir,  (by Water)

We are glad to know that you will expand your business line on mem foam matt & mem foam pillow. Hiope we can serve you better and better.

First, please refer to the attachment for your reference. And list the features as below.

简单介绍产品性能

It is great that you will come to China for busines. Please kindly arrange your schedule to visit our factory. We hope we can have a close talk face to face. We would like to show you our production line and sample room. And believe that will make our cooperation smoothly.

When your schedule is available, please kindly let me know. Thank you.

不多说了，大家都来说说自己的意见和建议吧。针对这样的enquiry,大家的回复是怎么样的？Can I get your email also?

些客人总喜欢问，你在他的国家有没有REFERENCE的公司，品牌。面对这样的问题，品牌还是可以说的。在说的时候，轻描淡写的说主要的信息就好了。因为你是要和这两个客人合作的，说的太多反而会让自己陷入被动。如果都卖一样的产品，这样就会引起恶性竞争了，这是大家都不愿意看到的结果。所以有时候，如果在一个国家内已经有大客户帮你卖某个型号的产品，而且有固定的定单。为了保护这个客人的权益和公司的持续定单，往往我们也会善意的骗客人说，这个型号已经在他们的国家被exclusive了。然后推荐其他型号给他。要审时度势，这样才能做最终的赢家。

或者客人也会问，你有没有出口到他们国家的经验。每种产品进口到具体的国家，关卡是不一样，所以客户需要熟知你是否可以很好的帮他操作，具体点就是清关的问题。这涉及到文件的准备，相关认证，专利等。了解之后，他就可以放宽心和你谈实际的定单了。

Dear R,
please note im after good quality and reasonable price.. looking to do business qith a well established company who has experience in dealings with australian buyers

这是个澳洲客人的询盘,针对他最后一句话，我想跟他说我们确实有澳洲客人,是BRISBANE的。

R：Please note we have deal with AU market for years. 这样写OK？

WaTer：Please note，用在这里总感觉不好。如果是合作开了的客户，在告诉他某些事情的实际情况，可以酌情的使用。像我有时候在写推迟交货期的时候，也会这样写， please kindly noted that the delivery time will be on June 30. (……省略100字) 因为已经推迟几次了，而且原因理由也说过很多，再去罗嗦一些东西也是于事无补。直接点让他知道结果，这样就好了。然后看反映再具体分析解决。

W：如果写 sure, we have years experience in dealing with AU markets. We definitly can serve you best. .....会不会好点？

开发客户，如何做才能成功？看了一个帖子“澳大利亚总裁教你写开发信”这个信件中有些话写的挺好的。借过来用一下。
“If you send emails to new companies I would include a list of customers that you currently export to in various countries

• I would also include customer testimonials from your buyers. This are very powerful and give you credibility.

• Try to word your email differently from all the other suppliers. They all look and sound the same so most of them will be deleted or ignored immediately”

对于这样的建议，我的回复如下。希望和大家一起学习。

其实，我也尝试过像LZ的客人说的那样去写开发信。写出和自己合作愉快的比较大的客户，三流二流，甚至一流的。也尝试过变换不一样的介绍方式，产品介绍，个别产品的特点卖点，特定时候产品的卖价，市场走向，根据展会记录，根据客人网站，根据自己对产品的理解和人们的需求，合作伙伴对我们公司产品的反应以及合作情况。只是，只是，回复还是很少，甚至没有，这些客户都还是展会回来的资料。那帮人简直就是玩失踪。同事们的联系情况也是如此，这只能说明，他对我们的产品根本没有需求，或者没有兴趣，或者是说根本不屑和我们合作。这也提醒我们，我们要找到对的合作伙伴。有些坚持是无用的，我们要坚持的是，与那些有兴趣和你谈以及合作的人沟通。

当然我说这些不是说他的方法不好，我只是想说，还是要尝试各样的方法。这样才能赢取定单。


anyway, LZ客人的回复还是不错的。是要有些信誉，这样才能引起别人更大的兴趣。如果连兴趣都没有了，那肯定是SPAM了。只是也要看客人的需求吧，你记得时时邮件REMIND客人，当他有需求的时候，说不定就会下单给自己了。


多多想方法吧，不要拘泥于一封邮件就想把客人搞定。大海也不是一滴水就可以汇成的。

客户经常会说，他迟点联系你之类的话。但是过了好长一段时间，还是没有任何消息。像这样的潜在客户，我们还是要努力的联系。保持通畅的沟通，或者在适当的时候，定单就会下来了。

Dear Yvonne:

Thanks for your quotation. I will study prices with my manager.

Thanks and best regards

Ramon

客人说要DISCUSS，只是DISCUSS得太热烈了，经常客人会“忘记”回复。对于他们这些善意的忘记，我们要做适时的提醒。让他们知道我们是多么的重视他。

说到措辞，还是让大家看看朋友的风格和我的风格。会有一些区别。适当运用适合自己的，达到有效的交流，加快定单的进程，让口袋暴涨--人民币！

Hi Ramon,

Fully understand you are too busy to reply us.
but we are still awaiting your feedback regarding the mattresses.

Have a nice weekend.

BR/Yvonne


Dear Ramon,  (by Water)

Regarding our quotation, can I know what the status is of the mattresses? The offer should be good for your market. If you need our help, please kindly keep me informed.

Looking forward to your further comments soon.

Best regards,
Yvonne

与客户一直保持联系，可是不知道为何，突然客户就消失了。对于这样的客户，该怎么联系呢。方法可以变化着进行。以下只是个人使用的其中之一。同时运用假和虚还有真。

Dear Dhiren,

How are you doing.


Regarding the model A706, can I have some further information from you? I hope to send the SPEC and photos for your reference.

WATER：因为以前是一个朋友联系的，后来介绍给我直接联系。多发点资料给客户了解产品细节，再说也可以说是联系的一个理由吧。

Surely the most important things is, we currently invest much to talk to our material suppliers for cost down, finally we got the great support and we hope to update you the price to support your promotion . We really hope we can do the best for you and get your great support to us.  

WATER：这是关于价格调低的的一种个人表达。虽然可能不是太真实，不过关键是要让客人知道我们都在努力的做事，只是为了更好的SUPPORT他的推广。形成有互动的交流。

A706, 7", Fob shenzhen US$**, base on 50K. *** solution+ *** Loader, please refer to the attachment for details.
  
Hope the new offer can help us to move forward. Can I get your positive reply soon?


Best regards,
Water

本文来源：福步-waterliang

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