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2012.10.10

Unit1EstablishingBusinessRelations

建立贸易关系

内容简介

获取客户信息的渠道有很多种，但主要的渠道包括以下几种，比如国内外的展会，B2B网站，搜索引擎，朋友介绍等。无论这些信息是如何获取的，目的都是与客户取得联系并成功地向他们销售自己的产品。要与客户建立贸易关系，成功的销售产品，这要求我们要十分重视第一次与客户的联系。通过邮件联系，向客户展示自己公司的实力和优势，促成合作。

1.Selfintroduction

DearSirs,

ThisisWaterfromSHVCompany.I’vebeenworkinginDVDfieldformorethanfiveyears.HopethatIcanserveyouwithmyprofessionalexperiencefromnowon.Pleasefeelfreetostudyourofferasbelow.

Firstofall,Iwouldliketointroduceyousomeinformationaboutourfactory.SHVCompanyisaprofessionalmanufacturerinproducingPortableDVDPlayer,covering7’,8.5’,9’,10.2’.AndSHVgotthesupportsasbelow.

StaffNumber:over300

Productionlines:fourlines

Monthlycapacity:60,000pcs

Qualitycontrol:FCC,CE,EMC,CCC,RoHS

Factorymanagement:ISO9001InternationalQualityManagementSystemandISO14000InternationalEnvironmentManagementSystem

Markets:xxxfromSpain,xxx,xxxfromItaly,xxxfromGermany,xxxfromUkraine,xxxfromBulgaria,xxxfromRussia,xxxfromIsrael,xxxfromIran,xxx,xxxfromIndia,xxxfromMiddleEast,xxxfromParaguay,xxxfromPanama,etc.

NowIwouldliketoofferyouthefastsaleitemwithbestpriceforyourreferencefirst.

Model:ItemA701,7’swivelscreenwithTVtuner,USB＆CardRender

Offer:FOBShenzhenUS$50

MOQ:1000pcs

Samplesandmoreinformationareavailableforyourstudyanytime.Weappreciateyourkindreplysoon.

Wearelookingforwardtoourcooperationinnearfuture.

Bestregards,

Water

Notes

1.第一次主动联系客户，介绍自己在行业内的经验和成绩。让客户产生信心。

2.介绍公司的产品和实力，以增加客户信心。

3.根据客户所在国家目前销售产品的情况，向客户推荐适当的产品。

4.报价时要包含产品的重要信息。比如产品的主要功能，报价条款，价格，订单起订量等。

5.最后，提出合作的愿望。

2.Contactcustomerafterthefair

Sample1

Thankyouforyourkindvisitatourbooth3.2F18duringCantonFairs.ThisisWaterfromSHVCompany.IhopeyoucouldfeelfreetostudyourofferaboutPortableDVDPlayer.

SHVCompanyisaprofessionalmanufacturerinproducingPortableDVDPlayer.TheproductsarespreadingthecountriesandregionsincludingAsia,EuropeandAmerica,productscovering7’,8.5’,9’,10.2’.We’vebeeninvestingUS$38milliontosetupahigh-techindustryzonenamedSHVTechnologyCo.,LtdinZhejiangProvince,whichcovers82000squaremetersand200000squaremetersofbuilding.WithourstrongR＆Dandworkmanship.Believewecanbecomeyourgoodpartnerandfriend.

AccordingtothememoduringCantonFair,wewouldliketolistthefollowingoffersforyourrecord.

Model:ItemA903,9’swivelscreenwithTVtuner,USB＆CardReader

Samplesandmoreinformationareavailableasrequested.Weappreciateyourkindideasaboutourcooperation..

Wearelookingforwardtoourinitialcooperationsoon.

1.参加展会是很多公司选择推广产品的一种很重要的方式。在展会之前，通常都要向所有的老客户和潜在的客户发邀请函。这也是向客户展示实力的一次机会。通常邀请函都会做成图片的形式，方便发送给用户参考。内容包括：参展公司名称，参展日期，展位号，主展产品等重要信息。

2.展会之后，联系客户时提及展位号，客户更容易忆起自己。

3.开门见山地说明自己销售的产品，容易抓住日理万机的客户的注意力。

5.根据展会上的笔记，总结并正式向客户报价。

6.最后，提出合作的期望。

Sample2

DearClaus,

ItwasnicetomeetyouinHongKong,andhopeyouhadagoodtrip.

Thanksforyourkindvisittoourshowroom.It’salittlepitythatyourscheduleissotight.Ifpossible,we’dliketoinviteyoutoourofficenexttimeandshowyouaroundourthreefactories.

Thefollowsareourmeetingmemoforyourreference.

·For5.1CHstandardDVDplayer,US$21

·DivXversion,addUS$1perset

·Nerofunction,addUS$0.5perset

ForDVD-TandnewprojectMD-2720,itisstillunderconsummating.Whenitiscompleted,we’llinformyouimmediately.Alsowe’llarrangeDVD-591/DivX-592sampleforyourtest.

Eventhoughwemetalotofproblemsbyfirstcooperation,nowit’sOKandthesecondcontainerwillbedispatchednextweek.Ithinkwecanrunmoresmoothlybythefollowingdays.Bothsidesknoweachotherbetter.Andalsowelearnalotfromyourprofessional,cautiousandseriousworkingstyle.

Idohopeyoucouldsharesomeofyourproposalsofournextstepcooperation.Yourideasforourwholeyearplanwillbehelpful.Pleasetrytooffermesomeminds,we’dhopewecouldexpandourbusiness,workmorestrategically,andsupportyoubyourbestservice.

Aaron

1.客户通常都会参加展会，一方面是考察现有的供应商，面谈为了订单的计划，落实新订单的价格或者跟进进行中的订单情况；另一方面获取更多的产品信息，包括市场新价格，同类产品新的供应商等。

2.展会后，对与客户面谈的内容进行总结，主动给客户发会议记录。

4.进一步充实内容。包括对彼此之间合作的评价以及对未来的展望，还有对客户的操作方式的了解等。对问题点到即可，重点是展望合作和服务质量的改进。

5.提出自己的希望，同时也提醒客户，随着合作的深入，将来可以为客户提供更优质的服务，以增强客户的信心，这样可以加深合作。

3.Enquiryfromcustomer

DearJulia,

Ihopeyouaredoingwell.

MynameisMarcelo.IrepresentR＆SCorp.,fromBuenosAires,Argentina.WemeteachotherattheLasVegas’CES,lastJanuary.Atthattimewetalkedaboutyourproducts.ActuallyweareWalMart’sArgentinatraders,relatingtoDVD,DivX,DVDRecorder,PortableDVDandLCDTV.Irememberedthatduringourmeetingyouinformedmeaboutsomepricesthatweresuitableforus.So,asthismoment,I’dliketoknowyourquotationofprices-FOBChina-ofthefollowingarticles,forWalMart’sArgentina.

DVD5.1fullsize

DVD5.11/2sizewithdisplay

DivX5.1fullsize

DivX5.1fullsizewithUSB

ThisrequestisforWalMart’sorder,whichwillbearound20000pcsofeacharticle.Please,I’llappreciateyouwillsendmeyourproductspicturesandprice.IfthosearedifferentfromthecatalogueyougavemeattheCES,orjustletmeknowwhichcatalogue’sarticlesyouarequoting.Pleaseanswermeassoonaspossible.Thanksalot.

Hopetohearfromyousoon.

Marcelo

Replytotheabove

DearMarcelo,

Thankyouverymuchforyourkindenquirytous.Yourdetailedcompanyandmarketinformationimpressedusdeeply.GladtoseethatthereisachanceforbothR＆SandMizidainenteringintosomeprojectscooperationinnearfuture.

Furthertotheenquiry,wewouldliketomakeyoutheofferasbelow.Photosareasattached.

DVD5.1fullsize,DVD-592,US$21,ifwithDivX,US$21.5

DVD5.11/2sizewithdisplay,DVD-558B,US$20

DVD5.1fullsizewithUSB,DVD-602/561,US$23

ThewholeofferisuponFOBShenzhenprice.

Andbaseonyourpotentialquantity20000pcsperitem.

Wishtheycouldmeetyourrequest.

Wearereadytoprovidemoreinformationandsamplesasrequested.Weappreciateyourcommentsandlookingforwardtoworkingtogetherwithyousoon.

Julia

2.分析客户的邮件。邮件中客户陈述说明相识于何处，客户的公司和产品介绍以及销售的场所，还有关于产品的规格等较为详细的要求。这类有实质性内容的邮件，说明合作计划往往较大。

3.回复邮件要根据客户的市场特征，订单数量，价格要求等，推荐最合适的产品，报最有竞争力的价格。客户也喜欢和实力相当的公司合作，但需要产品质量过关以及有竞争力的价格。

5.期望合作，表现诚意和热心。

Thankyouverymuchforyourkindenquirytous.ThisisAlice.Fromnowon,Iwillhelptofollowupyourordersandhopemy5yearsexperienceandhardworkcanserveyoubetter.

Regardingyourenquiry,pleasefindourreplyasbelow.

1)OurproductsarefastsalesinEUcountriesandAmerica.Especiallywealreadyhadsteadypartnersinthoseplaces.Andthecooperationhasbeenlastingmorethan5years.

2)RegardingAmericanmarket,ourcustomerspreferhealthysleeping,sotheywouldliketobuythemattresstoprotecttheirbackbones.Forexample,memorymattress,independentspringmattress,surelythereelmattressyoumentionedisalsofastsale.Pleaserefertotheattachments,Iwouldliketointroducesomesuitableitemsforyourmarket

3)CurrentlyourcompanyisapplyingfortheAmericanprevailingrulesCFR1633whichisstandardfireprotectionandbecomingeffectiveinJuly1st,2007.AsweknowthatinLosAngelestheywouldapplyforthestandardfireprotectionruleTB603.ButnowtheyupgradetoCFR1633.Wethinkyoumightrequireforit,too.PleaserefertotheCERTIFICATIONasattached.

4)Paymentterm:

A)30%depositT/Tinadvance,70%balanceT/Tbeforeshipment.

B)50%depositT/Tinadvance,50%balancebyirrevocableL/Catsight.

5)Leadingtime:15daysupondepositreceived

6)MOQ:1*20GP,FOBShenzhen

Ifyouhaveanyenquiryandneedourhelp,pleasedon’thesitatetocontactme.

1.行业内的客户一般会比较关心产品的质量，工厂产品的市场销售情况，质量认证书灯重要方面。所以这些条件都直接影响客户对工厂产品的认识。因为不同的市场，质量要求是有区别的。欧美国家比中东等国家地区的要求会严格一些。

2.文中第一段体现个性化的服务。

3.第二段回复客户的问题，着重突出优势和实力。

·有稳定的客源，和客户有超过5年的合作，充分体现公司实力和产品质量的保证。

·分析最终消费者的实际要求和特点，体现个人的知识丰富，够专业水准。

·分析客户市场对质量的要求，展现公司的实力与时俱进。

·内容环环相扣，回复围绕客户问题的同时，也向客户说明了公司其他方面的操作程序，方便客户更深入的了解。

Samples3

IamthepurchasemanagerofSoundMasterCompanyinSouthAfrica.Weareplanningtoimportmattress.Thequantitymaybearound200setsatthefirsttime.AndourbossMikeandIwillvisitChinanextmonth.Wewouldliketotalktoyouinyourfactory.InordertogetthevisafromChineseEmbassy,canyousendaninvitationlettertous

Wearelookingforwardtohearingfromyousoon.

Anson

DearAnson,

Thankyouverymuchforyourkindenquirytous.MynameisJohn.Fromnowon,Iwillfollowupyourordersandofferbestsalesservicewithmyprofessionalexperience.

Regardingtheinvitationletter,wewouldliketosharesomeinformationwithyou.Normallywehavetosubmitapplicationformandrelativenecessaryinformationtoourgovernmentforapprovalfirst.Aswedidn’tstartcooperationbefore,theapplicationperiodmaybelonger.Inordernottoaffectyourschedule,Iwouldliketoadvisethatifyouhaveotherbusinesspartnershere,you’dbetteraskthemtohelpyou.Soyoumaygetthevisawithinoneweek.Pleasetakeoursuggestionasreference.Surelywearepleasedtoapplyforyouifyouneedourhelp.Butpleasesendusthedetailsaboutthepeoplewhowillcome.

Tocatchthevisitscheduleandrunthebusinesssoon,shallweexchangesomeimportantideasfirstWemayconcludesomeagreementsbeforeyouvisitinChina.

Wewelcomeyourcomingandvisiting.Andlookingforwardtoourcooperationsoon.

John

2.类似的询盘，回复药抓住重点词语，比如“importmattress,visitChina,invitationletter”突出分析客户的需求，以加快合作为目的，有针对性地回复和建议。

Sample4

DearWater,

Wearecurrentlylookingtoexpandourproductlineincludingmemoryfoammattressesandpillows.

Iwillcometochinanextmonth.Inthemeantime,Iwouldliketocollectasmuchinformationaspossibleonpricesandspecifications.

Pleaseadviseusatyourearliestconvenience.

Michael

DearMichael,

Wearegladtoknowthatyouwillexpandyourbusinesslineonmemoryfoammattress＆memoryfoampillow.Believewecanserveyoubetterandbetterinnearfuture.

First,pleaserefertotheattachmentsforyourreference.

ItisgreatthatyouwillcometoChinaforbusiness.Pleasekindlyarrangeyourscheduletovisitourfactory.Wehopewecanhaveaclosetalkfacetoface.Thenwecouldshowyouourproductionlinesandsampleroom.Weareconfidentthatifwillmakeourcooperationsmoothly.

Whenyourvisitscheduleisavailable,pleasekindlyletmeknow.

1.客户计划扩展业务，对公司的产品表示感兴趣或者看好公司产品的前景，表示要来访中国，并要参观工厂。

2.针对这样的询盘，主要是分析客户的目的和要求，抓住重点词和主要意思。比如“expand,Collatepriceandspecification”。根据获取的信息，有步骤，有的放矢地回复邮件。

3.在邮件中，对客户表示出诚意，细致，同时要展示公司主要的实力，以增加客户对公司的了解，增强合作信心。

4.Taketheinformationfromothercolleagues

DearMaitance,

Goodday.

Nicetocontactwithyou.ThisisEchofromCABC(HongKong)InternationalIndustrialLimited.Anditismygreathonortoserveyouinthefuture.

Mr.JasonhadquotedyoutwomodelsinMIDO,andherewelistagainasbelowforyoureasyreference.

Swimmingcap:CAP800USD2.0(accordingtoyourquantityof200pcs)

Earplugwithstrap:EP-200USD0.8(includingpackage)

Pleasecontactusfreelyifyouhaveanyquestion.Wearelookingforwardtobuildingbusinessrelationshipwithyouinthenearfuture.

Echo

1.参加展会时一个公司推广产品的重要渠道。但是公司的投入会根据实际情况而定。一个公司的业务员一般都有两个或者两个以上，由于国外展会的费用较高，对于规模不是很大的公司，业务员参加展会的名额也是有限的。在展会之后，公司会把展会上取得的名片进行分发，每个业务员可以运用自己的方式去联系客户。

3.在展会上，客户或多或少都对公司进行了一番了解。由于自己没有直接和客户交流，所以要有适当的过渡，侧重说明自己将会提供个性化的服务，让客户满意。

4.提出合作期望。

DearMarcus,

HowareyoudoingThisisWaterfromABCCompany,Ms.Grace’scolleague.Shealreadyleftthecompanysometimeago.It’sbeenalongtimenocontactwithyouandyourcompany.WearegladtocontactyouagainaboutexternalbatterypackforMobilePhoneandNotebook.

Iwouldliketoupdateyousomelatestmodelandnewoffersforyourreference.Wehopewecanenlargeourbusinessscale.Pleasefindthedetailsasattached.

Lookingforwardtohearingfromyousoon.

Sample3

DearAndy,

ThisisTina,salesrepresentativeofABCElectronicCompany.ThanksforEden’sassignment,I’mpleasedtohavetheopportunitytocontactyouandtakechargeofourcasesdirectly.Hopewecansetlong-termbusinessrelationshipandexpandbusinessitthefuture.

NowI’mtakingupyourfirstorder-2002(DVDrecorder),allthespecificationsandotherdetailswillbefollowedbyme.Thereforeifyouhaveanyproblem,pleasefeelfreetocontactme.

Furthertoyourneworder,pleaserefertotheattachmentsforourquotations,wearewaitingforyourconfirmation.Surelywewillgetagooddeliverydateforyou.

Thankyouforyourgoodcooperationandyourearlyreplywillbeappreciated.

Tina

1.对已联系或者已合作的客户，函电撰写主要体现服务，不让客户感觉到突兀。

5.ContactcustomerbyB2Bwebinformation

Igotyourbusinessinformationonline.WewouldliketocooperatewithyouonCARDS，andbecomeyourgoodpartnerinnearfuture.

Withmorethan12yearsexperienceinmanufacturingallkindsofPVCcards,papercards,metalcardsandsmartcardsinChina,we’vegrownupintoamainsupplierinItaly,Germany,Sweden,France,DenmarkandNewZealandetc.Thedailyoutputcanreachmillionsofcards.IncludingPVCblankandprintedcards,papercards,scratchcards,magneticcards,ICcards,gamecards,giftcards,membercards,pokers,playingcards,metalliccards,phonecards,irregular-shapedcards,ATMcards,ICcards,IDcards,RFIDtagsetc.WewelcomeyourODMprojects.Allsizesandthicknesscanbedonehere.

Pleaseletusbecomepartnersandstarttheinitialcooperationsoon.

Lookingforwardtohearingfromyou.

Beatregards,

2.公司产品种类和市场情况的简短介绍。表示可以满足客户的需求。

3.第一次联系的人也许不是直接的对口人。提出如果有人联系自己，也是一种很好的联系方式。

4.最后，提出合作的愿望。

§点石成金

一、第一次联系客户，无论是通过何种方式获取客户的信息，撰写信函的时候都有一些必须要引起注意的事项。

1.询盘内容各异。比如，有些客户只是很简单地询问，请把你们的产品价格单发给我。针对类似的询价，对信息需要筛选，不能只是应付式地回复产品的价格是什么。要主动建立沟通的桥梁，可立即回复一封询问式的信函，表示已经收到对方的来信，但有些地方不是很明白。比如你想了解他需求的产品的款式，数量，具体的要求。有来有往，形成互动沟通之后，后面的业务操作就简便得多，也更易成功。

2.了解客户，可以通过客人公司的网站了解，或者使用搜索引擎搜索。了解客户来自哪里，公司性质，经营的市场，主要销售的产品种类等。了解这些资讯可以更有针对性地为客户服务，起到事半功倍的效果。

二、个人素质能力。

1.熟知行业内的产品信息，对市场走向保持敏感性。了解竞争对手的情况。

2.保持一颗斗志昂扬的心。心态决定成败，坚持可以让一个人底气十足。随着一个人阅历的增加，更多的是心态的较量。

3.工作中保持紧张感。有压力，必然有动力。

4.建立并扩大自己的影响力。产品销售贯穿于每一个环节，包括内部与同事和外部与客户之间的沟通，建立良好的沟通时做好工作的关键。

5.读书充电，与时俱进。持续学习新思想与快捷有效的工作反方法。

Unit2SampleCharges

样品费用

样品在订单确认的过程中是至关重要的。做业务时，通常都会遇到关于样品收费的难题。比如，有些客户根据他们公司的规定，只愿意支付运费，有的甚至连运费也不愿意支付。对于业务员来说，如果免费给客户提供样品，需要在公司内部申请并说明客户情况，还需要领导核实审批，程序比较复杂，也有可能会被拒绝。如果需要向客户收取费用，有些客户比较爽快的愿意支付费用。但是有些客户却不愿意支持样品费，所以需要深入沟通。对于工厂来说，如果给每个客户免费提供样机，这笔开支也是惊人的，有点不切实际；另一方面也不符合长期的战略性的发展规则。但是是否收取样品费这个问题，我们要区别和灵活对待。第一，如果产品有一定的货值，要确定样品都是需要收费的，在开始联系客户的时候就明确表明，努力争取让客户支付样品费用。第二，根据对客户的评级以及其诚意和产品的销售情况，可以考虑赠送一些免费样品。因为样品是打开大客户大门的第一步。第三，如果样品的货价比较便宜，客户要求的数量较少，可以提供免费样品。

对收取样品费用这个难题应当如何与客户沟通？如何引导客户，让客户开心地埋单？如何让客户感觉到你的诚意和付出？如何让客户觉得和你合作是很愉快的？本节将一一分析。

Sample1Customeraskforsamplestosendbyfedex

Thanksforyouremail.

I’vebeencheckingwithWal-martandIneedyousendmeurgentlybyFEDEXthefollowingitemssamples.

DVD592W/DivX

DVD558B(Theydidn’tlikethetooling,couldyoupleaseoffermeanother)

DIVX602(Theyareinterestedinthisonebutwithoutthecardreaderbecausetellmethepricewithoutthecardreader)

AssoonasalloftheseisOK,IwillsendyouourFEDEXaccount’sdetailssothatyoucouldsendthoseandpleasealsotellmewhenthosewillbereadytosend.

It’sveryimportanttoknowthepercentageofRMAyouwillbesending,forbecause,formostoftheitems,ChineseproductscomewithfailuresandWal-Martneedtoknowinadvancethesaidpercentage.

Itispleasedtogetyourfeedback.Thanksforyourappreciationsofouritems.

Furthertothesamples,allofthemareOKtosend,butasarule,wehavetochargeyoufirst.Thatisausualwaytoeverycustomer.Ithinkwecouldgetyoursupportandunderstanding,too.Whenthesamplesareready,itissurewecouldsendyoubyyourFEDEXaccount.Pleasekindlyconfirmmethesamplescharges.AndIwillsendyouP/Iforpaymentremitimmediately.

DVD558Bisnotyourtype,Iwouldrecommendyoutheofferone,enclosedtheitemDVD557B.

RegardingDIVX602,themodelisalwayscomingwithUSBandtogetherwithCardreader.WecannotcuttheCardReaderfunctiononly.Nowwegotmanynicefeedbacksaboutthisitem,wouldyoutrytopromoteandtakethatasadditionalfunctionItmaybeOK,too.

RegardingRMA,nowtherateis1.5%.NowtheDVDplayerisverymatureinourcompany.

Lookforwardtoyourfurthercommentssoon.

1.一般情况下，客户如果认同供应商的公司和产品，在要求样品时，会直接提出利用他们公司的到付快递账号寄送样品。

2.如果需要支付样品费用，必须明确提出，在语言运用方面要体现诚心诚意，让对方愉悦地接受。无论对方是否一定支付，都先要假定对方会支付费用。

3.对对方提出的问题，回答之余也要有适当的引导。因为每个市场对产品功能的要求不同。但是由于产品本身的原因，有些功能是无法达到或者去除的，所以无法百分之百达到客户的要求。这个时候引导和说明尤为重要。

Sample2Customerrefusetopaysamplecharges

Thisistheoneof7’withanalogueTV,rightFinalpriceis$84withbatteryincluded,right

IneedanothersampleinSpain.

BR,

JavierAyllon

DearJavier,

Yes,youareright.ThemodelmentionedbyFionaiswithAnalogueTVTuner.Thepriceiswithbatteryalso,1800mAhLi-polymerbattery.

AlsoitisOKtoofferyouthesamplefortest.Butasarule,wehavetochargeyouthesamplefee.HopeitisOKtoyourside.SamplechargeUS$90/pc.

Pleaseconfirmit,andIwillissuetheinvoiceforyourreferencelater.ThereforeIcansendthesampletoyourShenzhenofficedirectly.Wearequiteneareachother.Ifiseasyformetobringthesamplesthere.

1.首先要肯定地回复客户的问题，并说明细节，点到即可。主要是传递重要的产品信息，让客户抓住重点。

2.明确自己的立场和做法，但是不让客户觉得只是针对他一个人，而是对所有的人都是这样的，没有特例。“Asarule”，这样的问题俗称五星级词组。因为考虑到有些客户不愿意支付费用，还可以适当加一些带希望的表达，如“hopewecangetkindsupportfromyou”。因为是对方在和你沟通，这里强调“你，你们”比较贴切。而这里为什么写“ItisOKtoyourside”而不写“toyou”？因为把对方看作一个整体，比较正式。

IamsorrybutIcannotpaysamplesasmycompanypolicy.AnyhowIwilltellyouthatIwillpaytransportationfeebyTNT.Ourcouriernumberis123456.

Pleasesendittothisaddress:

XxxSystemS.L.

PoligonoIndustrialdeCabanillas

19171.Guadalajara(Spain)

Sendittomyattention

Ifyouwantustoworkwithyou,youwillhavetomakeaneffort.Pleasetakenotethatwedonotwantthissampletogetprofits,onlyfortestingpurpose,soitisnecessarytotestittostartworking.

Thankyou,

Thanksforyourkindsupporttomefirst.

Regardingsamplecharges,Ireallyhopewecanfindawaytomoveforwardtheproject.Itishonoredformeandourcompanytoworkwithyouandyourcompany.Andbesurethatwecanstarttheinitialordersoon.

Forthepointofcharges,Ireallyhopeyoucandomeafavor.Weunderstandxxxisabigcompany,youhaveyourownrulesforsamples.AndIknowthesamplechargesisasmallmonry.Butweareafactory,itisnotsmallmoneyforusifweofferfreesamplestoallcustomers.Webelieveitisfairforeverycustomertobuysamples.Andwegotthesupportfromothercustomers,too.Pleasekindlyhelpusonthispoint.Wemustgiveyouabetterpricethen.

Javier,wedefinitelyhopewecandomoreforcustomersandalwaysdothebest.Whenwestartthecooperationandworkbetterandbetter,believewecanofferyoumoreandmore.Butnowwehopeyoucandoyourparttopaythechargesforsamples.Shallwegetyourunderstandingandsupport

1.对待客户的拒绝，不必不知所措。因为这是我们每天都要面对的问题，客户只是拒绝而已，不是说完全没有希望。文中，客人表示需求样品，这是对自己工作的支持。一句感谢，轻松地久表达了自己的心意，以此开篇也很自然。

IamsorrybutIcannotpayforthesample.Iamreallysorry.Ifyouwantmetotestifpleasesendit,ifyoucannotdoit,itisok.Wewilltryinthefuture.

Thanksforyoure-mail.

Canwetrythis,whenyouplacetheorder,wewillrefundyouthechargesAsIguessnearlyeverycompanywillrequestsamplecharges.Weaskforsamplechargesonlytowishthecustomertocareaboutoursamplesandwecanseizethesuitablechancetodosomeprojects.

Ifthemodelissuitableforyourmarket,wehopewecansupportyouandfixit.Whenyoubecomeourstablecustomer,wecanofferyoumorefreesamples.

Bytheway,ifyouthinkthesamplechargeisasmallamount,areyouinterestedinothermodels

2.做进一步努力的时候，更明确地让客户知道自己的底线并适当做一些承诺。

3.再一次的建议，也是解决问题的方法之一。基于自己的利益之上，要设身处地地位客户着想。这样更易于达成合作。

Sample3Customeraskformorefreesamples

DearSimon,

Thanksforyourkindconfirmation.Wehopetoconfirmthedepositsoonalso.Pleasekindlysendusthebankconfirmationaccordingly.

RegardingsamplestoISIfortest,wearearrangingnow.Aspertheorderquantity,wecouldofferyou2pcsoffreesamples.Itisthebestwecando.Anditisconfirmedwhenwewastalkingabouttheorder.

Iwillkeepyouinformedthesamplestatusanytime.

Grace

1.收到订金或者信用证是订单最终确认的依据。客户确认订单之后，仍需要确认订金的到达日期，这样有利于安排生产。

2.由于某些原因，有时候客户会突然要求提供更多的免费样品。但是订单价格，数量等细节已经确认，对于这种情况，要了解清楚订单状况，部署策略，既不得罪客户，也不让公司难做。对客人来说，可能你不够好，但还是可以接受的。对公司来说，也做到了在正常情况内，而不是例外的。

HiGrace,

Regardingfreesamples,wehaveconfirmed3pcsduringourmeeting.Nowyouchangedto2pcs.Pleasedoublecheckandconfirm.Wewouldliketogetyourgoodsupportandgoonformoreorders.

Simon

1.客户有自己的要求和希望，他也想得到他希望的。要寻找适合的方法解决问题。

Regardingthepointsyoumentioned,pleasefindourreplyasbelow.

Ourbossonlyallowed2pcsfree.3pcsisbeyondourcontrol.Asweneverallowanyfreesampleforcustomer.Butwecanpromiseyouthatwecanallowyouonemorepieceforyourrepeatorder.Let’sdoitstepbystep.Idohopewecouldconfirmthispoint.

1.有针对性地回复客户的邮件，让他明确知道结果。

2.建议和转告公司接下来的做法。纵然有些承诺可能是虚的，因为这是以后的事情，但是话要说在前面。因为要有一个可以让人接受的理由。就像平常大家互相吵架一样，要和好了，要有一个可以让大家下台的台阶。

1.订单落实的过程涵盖了各个方面，样品洽谈只是很小的一方面，却至关重要。与之联系的客户绝大部分都是采购经理，每个都是精英，我们有机会和精英们打交道，也是很棒的。和精英们打交道，我们也不能经常扮演配角。在开始时，可以谦卑地了解客户的需求和实力。通过循序渐进的引导，从而扮演主角，主导合作，把握大局，步步为营，环环相扣。在有限的条件惜下，创造无限的商机，实现双赢。

2.语言应用。并不是说要注重一些偏僻冷门的词语，而是通过用最平实，最能表达意思和情感的词语，就可以达到有效的沟通！客户写的邮件都很挑剔，我们对自己就更要有要求了。造诣修炼得高一点，这样才能更好地为客户服务，同时自己也收获财富。一封写得到位的邮件，确确实实可以增加成功的砝码。一方面可以体现个人的专业水平，另一方面可以顺利达成订单。

3.在洽谈的过程中切忌急躁。客户也许咄咄逼人，但是方法总是有的，需要冷静地对待客户的问题。想方设法为客户考虑，为公司创收。

Goodday.HereisEchofromETA(Germany),Shenzhenoffice.Thankforyourproductspresentation.

Weareinterestedinyourproducts;pleasekindlyfillinourquotationsheethereattached.

Anyquestionspleasecontactmefreely.

Br/Echo

DearEcho,

Thankyouforyourkinde-mail,showinginterestsinourproducts.

CouldyouletusknowmoredetailsWhichitemwouldyoulikemostWehopetotalkbydetails.Pleasefindtheattachedfileforreference.

Moreinformationisavailableasrequested.Lookingforwardtohearingfromyousoon.

Bestregards.

1.国外的客户通常都有固定的报价单，或者是公司调查表要求供应商填写。内容不尽相同，产品报价单主要是针对具体的产品型号，而公司调查表更侧重于对大的方面的了解，比如公司实力，产品特点，质量控制等。这些都是客户对工厂深入了解的一种方法。所以在回复客户的邮件时，需要结合公司的实际情况加以描述。这也是向客户展示产品，展示公司实力的一个机会，必须认真对待。

2.回复客户的邮件，不能只是单纯的回复。因为作为厂家，主要的目的是销售产品，主动向客户介绍产品是必要的。在不明确客户的需求时，要适当询问。询问的同时，还要向客户提供更多的合作信息。体现出一种贴心的服务，而不是客套。

Regardingthismodelweattachedhere,weneedthepricebelowUSD9.5forourmarket.Pleasecheck.

Thankyouverymuch.

Thanksforyourkindreply.

Regardingtheitemyoumentioned,Ihavethefollowingquestionsforyou.

﹡WhatconnectorswouldyoupreferAsourstandardconnectorsincluding5popularbrandphones,theyare

Nokia1pc,

SonyEriccson1pc,

Motorola1pc,

iPod1pc,

Samsung1pc.

Willyouhaveotherrequest

﹡WhatkindofpackagewouldyoupreferOurnormalpackagethatbyblister+papercard

﹡What’sthequantityforyourinitialorder

﹡Ifyouhavespecialrequest,you’dbetterletusknowinadvance.Wemustdothebesttomeetyourdemand.

CanIgetyourreplybeforeweconfirmabestpricetoyou

Gladtotalktoyoubyphonejustnow.TobeginnewbusinesswithETAonnewitems,ourmanagementsupportsmetoproceedatthepriceUS$9.5.

Pleasechecktheattachmentforouroffer.Itisthestandardone.SurelyyoucoulduseETAbrand.

NowtheSOLARchargerisquitepopularonthemarket.Webelievethisitemwouldbepopularwithitsnicedesignandfunctions,too.

Lookforwardtoyourkindconfirmationsoon.

Thanksforyoursupport.

Wouldyoupleasekindlyletmeknow,howmanydaysyoucanarrangeasamplehereattached,forourGermanofficeAndtheinformation:

Company:etaGmbH

Add.:Carl-Zeiss-Stra8633Roedermark/Germany

Tel:+4960746960

Fedex:153260

Anyquestionsplscontactmefreely.

Thankyou.

ItisOKtosendyouasamplefortestfirst.Iwillcheckthesamplesavailabilityagain.AsIwastoldnosamplesthatsincelastweek.Ifwehaveoneonhandtoday,wecouldsendyouimmediately.

Iwillconfirmyouwhenwesendout.Butnormallyweneed5daystosendoutanewsample.

Bytheway,couldyouletmeknowthecontactpersonCanIsendtoMirkodirectlyLookingforwardtohearingfromyousoon.

SorrythatIforgettotellyou,pleasesendittoMarcelSchuler.Andifthesampleisreadytosendoutpleasekindlyletusknow.

HowareyoudoingAsperthephonecallyesterday,Iwouldliketotellthatwehavetowaitforthepackagetilltomorrow.

SowewillsendthesampletoyourGermanofficeonnextMonday.Iwillletyouknowthetrackingnumberthen.

Sorrytokeepyouwaitingsolong.

Haveaniceweekend.

ThanksifthereistrackingNo.available,pleasekindlyletmeknow.

HowareyoudoingPleasekindlychecktheparcelwithFedexbythetrackingnumber8587806508.

HereIwouldliketoenclosethelatestSPECandphotosforyoureference.Hopeitcouldhelpyoutounderstandmoreaboutourproducts.

Ifyouneedmoreinformationfromme,pleasekindlyletmeknow.

SorrytokeepyouwaitingalongtimeAgain.

Thanksforyoursupport

1.在确认报价之前，第一：必须向客户了解清楚他的实际需求，因为国外客户的想法和国内的想法有些不同，国外客户比较习惯一次性知道一整套产品的价格，而不习惯知道某部分是什么价格，另一部分是什么价格。否则会给客户造成困扰。第二：如果根据标准报价，价格要清晰体现所包括的主体和附件分别是什么，是怎样的。

2.寄送样品期间，有可能会出现一些意想不到的状况，比如延期，因为必须提前让客户知道情况。但更重要的是让客户知道解决问题的方法和结果。同时，要向客户传递产品的特点和优点，以利于客户更深入的了解产品。这是客户服务里重要的一点。不断向客户提供有用的信息，有利于客户对产品的进一步认识，为合作做铺垫。

Unit3PriceBargain

价格商谈

价格在整个业务流程中式重中之重的一个部分。可以说价格直接决定订单的达成。作为关键的一个环节，在业务洽谈中出现的问题必然也很多。本小节将以实例的形式讨论如何应对和化解这些问题，根据不同的案例，进行详细的分析，通过每一封邮件的回复，引导大家出奇制胜。

1.Newpricerequestforrepeatorder

DearAaron,

TheEvianandWinspeoplewantlaserlensandmotherboard,pleaseprepare200unitseachsparepartforsolvingtheproblems.

BytheWinsordertheywillbuy2*40HQ,thesameatlasttimeandthetargetpricehavetobeUS$20.2.PleasesendthePIwiththispriceandincludethesparepartintothecontainer,alsoforthenewEVIANorder..

Forthebigorder,todayItalkedtothemanagerandtheysaidthatinthisperiod,hewillmakeanorderIFGIVENABETTERPRICE.

Dardo

文中，客户明确表示自己接受的价格是USD20.2。价格要求明显比报价低好多。这里的产品是DVD,其价值本身不是很高，USD0.1的差别对于工厂本身来说，意义还是挺大的。但是USD0.1也不能代表一切，不能为了USD0.1而失去一个大客户，好客户。适时地作为一种馈赠给客户，让双方都有适当的利润，日后好合作。

DearDardo,

Pleasedon’tpushustoohard.ThepriceIofferyouisquitecompetitive.Let’sgocompromisetoUS$20.65persetforbothWinsandEvianorders.That’sthebestwecando.Butyou’dplacethesetwoorderstogether.Ineedthesequantityaddedtoconvincefinancialdepartmenttoacceptsuchlowprice.

Forspareparts,thebestwecanofferis100setsloaderandMPEGBoardtoWinsandEvianorder.It’salreadyover1%forfreetomakesomethingup.Ifneedingmore,youhavetobuy.Andwe’dplacethistogetherwithneworders.

AttachedtheP/Iforyourconfirmation.

ForWal-Martorder,Ineedyourconfirmedanddetailedinformation,thenwillofferthefinalizedprice.Butfrankly,it’snearcosting,anddifficultforustomakesomerecession.

文中，明确自己可以向对方提供的价格是USD20.65，但是，确定价格的同时，也需要满足一个条件，两个订单需要同时下达。有一定的数量，价格可以适当优惠，这也算符合常理，容易让双方接受。

BythewinsandEvianorderpleasegivemeUS$20.4.Andreallymyfriend,Iamnotpushingyou,theArgentina’smarketispushingme.Idon’tknowwheresomepeoplefindsuchpricebutthisislikeit,pleasetryyoubestandgivemetheP/Iwiththisprice.

IamwaitingforthenewsforthebigorderbutthisisalmostfinishedafterthemanagersaidmeOK.Weneedtoarrangetheprice,butformeit’snecessarytogettheanswerOKfromthemanagerbecausehewasinChinalastmonth(inCantonFair)andthemanagerneedtocoveritfronttheowner,doyouunderstand

Bythespareparts,pleaseconvinceyourfinancialdepartmentthattheywantmoreprices,alittlemore,therestIwillconvincethemforbuying.

Iamwaitingforyourreply.Thankyouforyourbigsupport.

谈到价格时，双方都是动之以，晓之以理。由于面临市场的竞争压力，客户不得不压低供应商的价格。供应商为了在竞争中求得生存，不能不想方设法在保证质量的基础上降低生产成本。

文中，客户对于我方价格的下调表示接受，但是离他接受的范围还有距离，需要进一步的额还价。所以给出了USD20.4。很明显，价格有所提高，这表明价格都是有商量余地的。只是双方需要寻求更合适的平台去合作而已。

ForEvianandWinsorder,pleaseconfirmmyprice.That’sthebestpriceIcanofferyou,evenIshouldbargainwithfinancialdepartmenttoacceptthisorder.

ForWal-Martorderisreallytough,inordertomeetyourtarget,Ihavetolowersomecosting.

CutOpticaloutput/YUVoutput/VGAoutput.Thatmeansbackpaneloutput:

Audio:5.1CH/Coaxial

Video:Composite/S-VIDEO

Nospareparts

Oneusermanual,2.1RCAcable,withoutbattery

40K,US$19.5/set

It’sonlyforonelotorder,notcomparedwithothers,andspeciallyforyou,neveratsuchlowprice,pleasekeepitsecret.You’dwinthisorder.

价格谈判的过程中，销售价格几乎接近公司的最低接受价格，根据和客户之间的沟通，要估计客户可以接受的价格，另外对比较合理的价格，也要有所坚持。最后以合理的方式和方法，向客户提供合适的价格和优质的服务。

文中，坚持不等于要长篇大论，而是以简明，简洁的方式向客户说明自己给出的价格真的十分优惠。并以对比的方法再次向客户言明价格的优惠。如此优惠的价格是特别报给他的，希望彼此之间的合作可以有效达成。

IconfirmthepriceUS$20.4.

IgotEden’ssupport.AndcanofferyouUS$20.55.Let’sfixit.

Pleaseconfirm

Bestregards

US$20.45,comeon!Myfriend.

Somecentsmeannothingtoyou,butquitebigdifferentforourfactory.Let’sfixitonUS$20.5.

Shakehands!

Dearfriend,

ThankspleasesendthePIforWinstosameatlastorder.

Alsopleaseinformmeaboutthesamplebecausetheclientasksmeeveryday.Ifyouhaven’tsentityet,pleasesenditimmediatelytoday.

DearDardo

PleasefindattachedEvianandwinsPIforyourconfirmation.HowaboutHTorder？Sampleisarrangingnow.Whenready,Iwillsendittoyouimmediately.

AndhowaboutWal-Martorder

在电子商务谈判的过程中，邮件用语要积极，带一点攻击性，最好能彻底攻破对方的防线。也要体现个人的主动性和沟通能力。传递一个可以解决问题和提供帮助的信息。

1.语言。语言运用简洁不失说服力，步步到位不失幽默风趣。

2.策略。要实行分步走的计划，步步为营，环环相扣。

4.清楚了解自己公司的操作和产品，把握市场信息，分析客户的心理。知己知彼，百战百胜。

5.学习和领会客户的长处，沟通中药时刻创造一种容易合作的环境，让对方更乐意接受。

2.Customerrequestforlowerprice

Lowpricerequestforlagerorder

DearMs.OlgaLitvi,

Thanksforyourenquiry.Surelywecanmanufacturetheaerosolcanswithyourparameters.

ThepriceIofferedyouisquitecompetitiveasperMOQ.CouldyoupleasekindlytellmeyourpotentialquantityWewouldliketoupdateyouthenewofferimmediately.

WeunderstandthatyouareabigsupplierofbuildingmaterialsinRussia.Youmaybeinterestedinoursprayadhesive,too.Itisoneofourmostadvantagedproducts.Weproduceallkindsofsprayadhesiveswithsuperiorqualityandlowprice,someofthemcanbeusedinconstructiondecoration.Wehaveourownbrand-SUPER,OEMbrandisalsowelcomed.Pleasestudyourofferasattached.

Hopetoreceiveyourquickresponse.

Walter

1.分析客户类型，不同的订单数量，产品的价格也会有所不同。首次报价一般只报最低订单量的价格。客户都会广泛询价，所以客户回复邮件也不是很全面。只是单方面觉得你的价格报告了，而没有太多详细的规格以及数量等内容。分析出客户的特点之后，以引导的方式回复更适合此类客户。除了回复客户提出的问题之外，适当地也向对方提出一些问题。或者直接告知对方关于不同的订单数量和价格之间的关系等一些情况的基本操作。

2.了解客户需求。得到客户资料之后，以不同的了解方式去搜索客户公司资料并了解客户的实际需要。针对自己公司的实际供货能力，向客户推荐更多产品，也让客户有更多选择，这样可以增加合作项目。

DearWalter,

Couldyoupleaseletmeknowthepriceforthequantity100Kpcsofsuchcansperourrequest

Thankyouinadvance.

Olga

DearOlga,

Thanksforyourpromptreply.Ourofferisasbelow.

EXW:US$0.0364,baseon100K

I’mlookingforwardtoreceivingyourfurtherinformation

报价的格式，简洁明了。包括重点信息，比如成交方式，FOB，CIF，EXW，具体的出货港口，价格，最低起订量或按照客户要求的实际数量报价。并根据产品的特性，简单言明产品的主要规格。

Please,letmeknowwhatlowestpriceyoucanofferforusifthepurchasequantitywillbe300000(300K)pcspermonth.

Wearelookingforwardtoyourreply.

Dohopetoreceiveacompetitiveprice.

Sincerely,

Olga.

Thankyouforyourkindproposal.ThepriceIofferedyouisalreadythelowest.CurrentlyitwillkeepthesameEXW:US$0.0364。

Regardingyourproposal,canIknowthatwhenyouwishtoconfirmandstarttheinitialorderWhat’sthequantityforyourfirstorderWewouldliketocatchtheseasontimeandmakesurethepromptshipmentforyou.

Lookforwardtotheorderconfirmationsoon.

1.有条件地谈价格。数量和价格存在必然的联系。大的数量，价格必然比较优惠。公司也愿意支持客户的大订单，因为大订单除了带来效益之外，也可以维持工厂的持续运转。对于工厂来说，持续运转时很重要的，无论工厂是否盈利，工厂每天必须支出一定的生产成本。

2.报价的方式，行文简洁清晰，一目了然，语气肯定。

3.分析客户的实际需求。对客户提出的问题，做正面的回应。引导客户向订单方向发展

Goodpriceforlong-termcooperation

Dearwater,

I’mherebecauseweneedtobuyDVD/DivXplayersandI’dbeverypleasedtoreceiveyourbestquotation+pictures+technicalfeatures.

Asthelicensewehavedecidedtoaskforisonlyinthecaseweneed,Imeanonlyinthecasethecustomersaskforit!

PleasequotemethemodelofDivXwithdisplayandnormalsize.

BR

Tania

DearTania,

Thankyouforyourkindenquiry.

HereI’dliketoupdatethepricefornormalsizeDivXpleayerforyou.

DivXplayer,FOBShenzhenUS$23.8/set

Pleaseselectyourinteresteditemsasperattachedphotos.Wewishtoestablishbusinessinwiderangewithyou.

Forthelicense,OK,whenyourequireforit,pleaseletusknowalittleearlier.Wewouldarrangeitwellforyouthen.

Awaitingyourfurthercomments

Thanksandregard,

1.如果产品有众多样式或者品种可选择时，根据客户的市场和喜好，适当推荐两至三款即可。让客户有选择的余地，但不至于眼花缭乱。

2.介绍产品的时候，附上精美的图片，让客户一目了然。不同国家的喜好会有所不同。有些产品的外观，直接影响产品的销售。客户也需要谨慎地选择适合当地市场销售的产品。

3.推荐产品的同时，邮件中要适当表达合作的愿望和期待。

HowareyouIwastryingtocallyoutoday,talkingabouttheorderDVD-558A.Butsorry,failed.Anditseemsthatthetelephonenumber3925435789isafaxnumber.CouldyouletmeknowyournewtelephonenumberAndtheextensionnumberifithasplease.

Bytheway,couldyouconveymoreinformationabouttheorder

Awaitingyourreplysoon

Thanksandregards,

Thankssomuchforyoure-mail.Andsorryforthelatereply.

Plsseemycommentherebelow.

PleasebenotedthatI’dliketohaveminiDivX558A.Butpleaseacceptonecontainer20FT!

SureI’llkeepyoupostedintimeaboutthelicense.

Taina

(MSN对话如下)

T:Hi,water,Ijustreceivedyoure-mail.

W:ok

T:Whatdoyouthinkforusd22.5pleaseletmeclosethisorder.

W:Wehavecalculatedtightly,thebestwecoulddoisusd22.8,asyourequirefullfunctionsasnormalpricesizedvdplayer.

T:It’sabithigh.Tobehonest,I’vereceivedanofferfor21.5,butIreallyliketobuyitfromyourcompany,becauseIhavetestedthesampleDAV1616,andit’sreallygood.SoItrustyourcompany.

W:Thanksfortheappreciationofourgoods.

T:AndIdon’tliketorisktobuyfromanothercompany.

W:Butforthisprice,Imaynothelpnow.asIalreadygaveyouthebest.

T:Iamsorryforthat.IthinkIamefforttobuyfromanothercompany.

W:ThefactoryalsoinmainlandChina

T:BelievemeinItalythecompetitiononDivXissohard,thepriceissolowonDVD.AndwithyourpriceIrisktobeoutofmarketprice.Pleasethinkaboutit.Asweplaceorder6/7containersayear.AndI’dliketohavejustonesupplierforhometheaterandDVD.AndI’llbeverypleasedtobuytheseitemsfromyou.

W:Alsotrustmeplease,wealsoexportsomemodelstoItaly.Forminisize558A,atthatpriceforfullfunctionsisreallyoutofourcontrol.JustnowIconsultedmybossandexplainedtohimhowlargeyouare,butsorry,thecurrentpriceandthebestwecoulddoisUSD22.8

和客户MSN的直接对话。沟通的方式和方法有很多，都要灵活运用。处在电子商务发达的今天，邮件往来时一种主要的沟通方式。更多的，更直接的即时沟通方式也在不断地应用。比如MSN，SKYPE,还要雅虎通，以及B2B网站提供的即时沟通工具。这些沟通方式都需要加以利用。

即时沟通工具可以提供便利的沟通，运用恰当就是最好的。但是用来谈价格，很容易会陷入两难的境地。当困境出现时，要主动化解。比如回复邮件说，会以邮件的形式最后确认价格。

Iamsorrytotellthatnowitisreallyhardforustoprocess1*20FCL.TheMAQmustbe1*40FCL.Asyouknowitisabusyseasonnowandmanysizableordersrushinginourfactory.Pleasehelptoincreasethequantityto1*40GP.Anditiseasierforustoprocessandmakesureabestleadingtimeforyou.Wishwecouldconcludethedealnow.

Awaitingyourfurthernotice

Thanksandregards.

I’msorrytotellyouthatIhaveabitdifficultytoaccept1*40GP,becauseIalreadyhavemanyandmanyDivXplayersinmywarehousebeforeIcanbuyabigquantityofDivX.IneedfirsttosellofftheoneIhaveinmywarehouseandalsoDAV1313thatI’llgetinDecember.ButIpromiseyouthatI’llplaceyouanotherrepeatorderinaveryshorttime.ButIreallyneedfirsttoselloffthepreviousDivX.

Pleasebeunderstandingandacceptonly1*20GPfeetcontainerandletusclosethisdeal.Surethatyouwillmeetmyrequest.

Goodmorning.

Sorrytohearthatyoucannotaccept1*40GP.Youmustawarethatfromtheverybeginning,wehaveanegotiationabouttheprice.Consideringyoursizableorderinnearfutureanddeepourcooperation,eventhereisonlyalittlemarginforusaboutyourneworderDVD-558A,wedoacceptthepriceUSD22.5tosupportyouandshowoursincerity.Nowpleasealsodosomethingatyoursidetoclosethedeal.Tryyoureffortstoincreasethequantityplease.

Ibelievethedealwillbeclosedsoonuponyoureffortsandourefforts.

数量和价格的关系式密切相连的。订单数量的多寡直接影响最好的价格。对于工厂来说，无论是物料采购还是产品生产，大订单的操作往往会更顺畅。在价格商谈中，适当利用这点去和客户谈价格和交货期，会起到意想不到的效果。准时或更快的交货期，有利于客户的推广，也是信誉的保证。

NEWENQUIRY,PLSLETMEKNOWITQUITEUGENT!

Plscouldyouquotethebelowitems:

DVD556

DVD598

DVD595

DVD592

DVD585

DRW2030

DRW2050

PlsquoteitwithbuiltinDivXfunction.

Thanks

Thanksforyournewenquiry.

Irecommendyouthefollowingmodel.

DivX-592USD23.51*40GP=3500pcs

DRW-2039USD88.1*40GP=2100pcs

Pleaseensurethatthequantityis1*40GP,fornowwereallycouldnotacceptlessthan1*20FCL.

Wediscussedmanytimesforthepricebefore.Nownearlyeverythingisfixed.Couldyouletmeknowsomeexcitingnewsfromyourside

Waitingyoureplysoon.

I’mverypleasedtoreceiveyoure-mailbutI’dbeverygladifwemightcloseDivXorderatthepriceofUSD2300.

Pleaseencourageourlong-termrelationshipmeetingmyrequest.AsIsaidtoyouweneedtobuyPortableDVD,hometheatre,DVDrecorder.Soifyoumeetuswewillbeverypleasedtoreferonlytoyourcompanyforallthiskindofitems.

Surethatyouwillmeetmyrequestandhopingtogoaheadwithourrelationship.

客户需要好的价格支持。对于工厂来说，也需要大的订单支持。彼此之间要寻求合适的合作平台。工厂给予最优惠的价格，客户购买尽可能大的批次数量。

T:Goodmorning.Water,howareyoutoday

W:hi,Tania,I’mfine.Howareyou

W:SorryIwasalittlebusyandwentawayjustnow.TodayIamfullhands.Butcouldyoucheckyoure-mailIhaverepliedyoubye-mail

Notes:

T:yes.

T:asdivxplsacceptusd22.5,andclosethisdealimmediately.

W:plsseemye-mail.Andletusproceedasit.

T:ok,Isawit,isitok1*40GP,butplsacceptUSD22.5asagreedforthepreviousdeal.

Plsmeetmeandcloseeverything.

W:Imustclarifythat558Aisminisizenotnormalsize.

T:Iknow.

W:sothepricefaroutofcontrol.

T:normalsizeisexpensivethanminisizeone.

W:thenthepriceisdifferent,andnowwequoteyoubestbestpriceandMOQ.

T:comeon,water,youareaverygreatcompany.Ifyouwantyoucanmeetmyinterest.

W:thanksforyourappreciation.Butnowforthequantity,Imaynotdo.

T:youknowDivXinItalyareverycheap.

W:alsoyouknowIhaveallowedyouthecheapestpricenow.

T:helpmetobecompetitive.

W:Tania,wehavemanyworkerstomakeproductsforyou.Asafactory,wecouldnotlosecosttodobusiness,Ithinkyoucouldunderstand.

T:Iunderstandyourposition

W:socomeon.

T:but…plsunderstandmyposition,Idon’twanttogooutfromDivXmarketforthehighprice.

W:yes,sowegaveyouthebestprice.Wehavedonemuchforyou.Plsdoyourpartalso.Somecentsarereallyimportantforafactory.

T:forminisizeW:Istrovemanytimesforcompetitiveprices;themanagerreallywentcrazy…

T:butIchangedtheitemsandplsmeetmeonthepriceforthisnewitem.

W:ya…Igavethegoodpricealready.

T:youhavegrantusnodiscountonit.

W:oh…youknowatfirstusd22.8/unit,butfinallyweconfirmedyouusd22.5forthepreviousorder.

T:only0.03youtookoff.

W:Ithinkitiso.3.

T:yes,sorry,Water,it’sveryhardtonegotiatewithyou.TellmewhatIhavetodomakeyousofter.

W:Ihavedonemuchforyou.Ialsowishtodomore.Butwewillbankrupt.Howyouwishustobelikethat

T:atthispointIreallydon’tknow.Ihavetotalktomyboss.Ithinkhecannotacceptthisprice.It’sreallytoohighforus.Iamsorryforthat.

T:hiwater,Iamsorrymybosssaysthatitistoohighwecannotaccept.Couldyoudecreasethepriceuptousd22.8

W:sorrymybosscouldnotacceptthepriceyougave.

T:don’teven22.8

W:Ithinkwehavegiventhebestprice.Plsstudyagain.Ialsothinkyoumustcomparewithothersuppliers.

T:Ididit.

W:yes,wearewaitingforyourexcitingnews.

T:myexcitingnewsisthatI’dappreciateverymuchyourdivxatthepriceofusd22.8.Ipayyoutodayifyoucouldgivemethisprice.

W:Iwishtogiveyou,butmybosswillkillme.

T:Ithinkyoucouldpersuadehimifyouwant.

W:pleasekindlysendmebye-mail.Iwillreplyyouofficially.

MSN作为一种即时的，更为直接的沟通方式，语言运用可以更轻松幽默。但是切忌混乱，要清晰自己的方向，注重引导客户，向客户提出互利的合作方法。

Thanksforyourkindlye-mail.GladtotalktoyoubyMSN.Butstillsomethingisopentothedeal.

Weknowthatthepriceisabigissueforanorder,aswenegotiatedmanymanytimes.AsnowyousuggestthepriceUSD22.8forDivX.AgainIhavetriedtoexplainyourfutureorderstomymanager.ButUSD23forDivXisthebestandfinalprice.SeeIhavedonemanythingsforthisorder.Ireallywishyoualsodoyourparttogoforward.OfcourseIwishwecouldestablishlong-termrelationshiptogether.Andconsideryouasoneofourbestcustomers.Butwithoutyourefforts,wecouldnotrealizewin-win.

Believeyoucoulddothistime.

Thanks.Iappreciateyoureffortsformeandmycompany.

PleasesendmePIfor1*40GPandalsoIneedyoutosendthepicture+technicalfeatures.Howlongdoyoutakeforsendingoutthegoods

ThanksverymuchforyougreatsupporttomeandpleasefindtheattachmentoftheorderPIandphotooftheunitDVD-592.

Pleasekindlynotedtheleadingtimeis30daysforshipment.

Awaitingyourcommentssoon.

文中，客户已经接受了数量1*40GP，价格方面也有更大的支持，互惠互利始终是双方最看重的。

1.不同的沟通方式要灵活运用。

2.知己知彼，百战百胜。

3.时时提升个人对问题的处理能力和承担能力。

Asklowerpriceaftertheshow

Thankyouforyoureply.

Thereisaproblemwithprices.InMIDOyou(oryourBOSS)offeredusmuchlowerpricesbyabout1.2-1.5$.

Wewouldliketoremindyou,thatthereisverytoughcompetitiononEUmarket.

Tomas

1.展销会的价格和平时的销售价格，有时候会有所不同。通常展销会上的报价要比平时的报价便宜一些。这也是展销会的一种营销策略，展示好的产品，并提供合适的价格赢取客户的订单。

2.展会之后联系客户，由于在录入客户资料时，遗漏了一些信息，所以把资料分发给业务员跟进的时候，报价等就会出现一些偏差。可以通过查看展会记录，并根据当时的实际情况进行调整。

DearTomas,

Hopeyouspentawonderfulholiday.

Regardingyourinformation,Icheckedwithourbossagain,therecordedpriceforyouareasbelow:

＞SUN-300withpriceUSD2.00

＞SUN-400withpriceUSD2.8

＞SNOW-700withpriceUSD8.00

＞SNOW-900withpriceUSD10.00

＞SNOW-1100withpriceUSD9.00

＞SNOW-1300withpriceUSD7.50

＞MX-1700withprice12.00

Andallofabovepricewerenotincludedthepackingcharges.

HaveImademyselfunderstoodIalsowouldliketoremindthepriceourbossgaveyouintheMIDOSHOWwereonthebasisofMOQ1000pcsforeachmodel.Butyourorderquantitydonotreach1000pcspermodel.So,thecostwouldbealittlehighernormally.

Anyway,wearesoexpectingtoopenmarketinCZECHwithyou,andfinally,IpersuadedourbosstomaintainthepriceyougaveinMIDO.PleasefindtheattachedupdatedPIforyourreference.Also,weexpecttoreceiveyourdepositsoon.

Ifthereisanyquestion,pleasecontactusfreely.

1.联系人不是参展展会的人，某些细节，比如价格可能会出现一些误会。需要作出适当地解释和更正。同时也提醒客户可能会忽略的其他细节，以免造成更多的误解，延误订单。

2.最低订单量是工厂对一个具体订单的要求。每个订单都要基于一定的数量之上才能安排下流水线生产。如果订单量较少，材料的报废率会比较高，人工和机器等方面的消耗也大，总的生产成本将会大大提高。对于工厂来说，面对较低的销售价格，压力很大，也很难安排下线生产。通常情况下，报价也会抬高一些。这对于客户来说，有些事表示理解的，有些却认为是不可以接受的。所以在洽谈业务过程中，主要是需要业务员去和客户沟通，达成共识。

Thankyouforquickanswerandyourunderstandingofoursituation.

PleasetellusSWIFTcodeofYourbankfordispatchpayment.Tellustheexacttermwhenthegoodswillbepreparedfortransport.

Thetransportwon’tbebyship(sea)butbyAIR.Ourtransportcompany(TRANSFORWARDING)willcontactyou.

Pleaseconfirm(signed)thePI,itisimportantforourtaxoffice.

BestRegards

TOM

BestTomas,

Thankyouforyourkindreply.Iwouldliketoreplyyouasbelow.

·Leadingtime:June15,uponyourdepositwithinthisweek

·Swiftcode,pleaserefertoourproformainvoceasattachedsignedandstamped.

·Transportation.OK,wearewaitingforyourforwarder’sinformation.

Bestregards!

问题式邮件的回复要领是分点。通过分点，可以清晰地阐明客户想知道的问题，也可以提醒客户一些注意事项。

1.解决问题，主要从细节入手。

2.细心周到的服务，赢取先机。

Discussinglowerpricebydetails

问题点：

经常会遇到这样的问题，价格报出去了，客人的回复是，“谢谢你的报价，但你的价格抬高了”，对于这样的问题，怎样敲开客户的金口，让你清楚地了解他的实际意图，并达到合作？以下邮件将一一分析和解答。

DearYvonneYueng,

Thanksforpromptreply.ButIthinkit’stoomuchexpensive.Themarketcompetitionisquitehard.Pleasegiveabetterprice.

Tony

Someonerepliesasbelow:

HiTony,

Regardingtheofferofmemofoampillow,tobefrank,somethingit’soutofourcontroltoquoteyousuchprice.USdollarsdropdramaticallythesedays,asallcostofmaterialrisinghighlybeforeOlympicGames.

Hopeyoucouldunderstand.Butifyourorderisalargeone,Iwillpersuadeourbosstogiveaspecialofferforyou.

BR/Yvonne

分析：

1.回复直观，只是简单回复客户提出的问题，没有互动，没有更深入的沟通。

2.操之过急，文中的邮件回复缺乏对客户的询问，也没有针对性。虽然价格较高的原因是客观存在的，但是在没有清楚了解客户的实际需要之前，必须限期了解，了解到一定的情况之后再深入沟通，更容易把业务谈成。客户的邮件属于探路阶段，并没有过多地陈述他的实际情况。这样，回复邮件可以通过了解的方式达到互动沟通的目的。首先要探知客户的实际需求。接下来，再谈其他问题会更顺畅。

DearTony,

Thankyouverymuchforyourkindfeedback.

RegardingtothemodelIintroducedtoyou,isitsuitableforyourmarketWeappreciatethatifyoucouldfeedbackusmoreinformation.

Theofferforthecurrentperiodisgood,butcanyouletmeknowwhatyourquantityforinitialorderisAndcanIknowyourideasaboutthetargetpricepleaseWehopewecanworkoutasuitablewaytomeetyourdemandandstartourcooperation.

Lookingforwardtoyourpositivereplysoon

Yvonne

1.全方位地考虑整个case,实际报价是否偏高。价格的构成是有条件的，对客户可以使用询问的方式了解情况。但问题不能太多，主要了解关键的几个问题即可。有来有往，沟通起来会越来越顺畅。订单的进展也会加快。

2.个人对于客户和公司来说，起到桥梁的作用。对内，要尽力维护公司的利益，对外要为客户着想。但前提是要先对内再对外。因为自己首先要为公司创造效益，这样才能实现多赢的局面。总的来说，关键在于把握信息，引导客户，在不断地说服和被说服中实现合作。

Sample5

Marketcompetitionrequestforlowerprice

Ineedacheapmodel,withoutbattery18$targetpricefor7000pcs,DivXfunction.

JavierAyllion

Thankyouforyourkindfeedback.

Asperyourrequest,thebestofferwecandoisUS$20.

Awaitingyourcomments

Attheendtheyare12k.Ineed18$orIcannotdoit.

US$19

Hopeyoucanunderstand.Asthecostisthere.Youreallycancalculatepartbypart.Tosupportyouandforourlong-termcooperation,wewon’tmakemarginaboutthisorderforpurpose.Weonlyhopewecanhelpeachother.

Pleasekindlyconfirm.

1.和客户认识比较久，连续的沟通，内容相对也比较简单。但这里要强调的一点是，无论客户回复邮件是否有称呼，我们自己必须要有称呼，而且使用dear，要形成习惯。

2.说到价格问题，避免直接拒绝。比如，“不行，我就这个价格，你能做就做，不能做就不做”。沟通也是要循序渐进的，价格可以慢慢平衡。客人让步的同时，自己可以让的也要适当地让步；不能让的，要多做解释说明，让人信服。

Fullfillattachedfilewiththeprofileofyourcompany.Thisisveryimportant.SendmeSPECsheetandPicture,too.

Idonotwantanynewproduct;Iwanttobuyanoldproduct,alreadyMPandtested.Ineedasamplenow.

1)Thecompanyprofileasattached.

2)ItemA706,PDVDwithUSB/CARDREADER,BatteryandDivXfor12Kunits.Wecanoffersamplesnow.Butwehavetochargeyoufirst.ThismodelalreadyMP.PLSkindlyconfirmthesamplecharges.

3)SPECasattached.Fortwomodels.

Awaitingyourcomment

1.客户通常会有一份标准的公司情况调查表。在合作之前，会让供应商填写详细的公司情况，比如工人数量，研发人员数量，生产能力，产品线，产品的主要功能，产品安全认证等方面。对于客户来说，方便查看，对比和了解。

2.明确肯定地回复客户的问题，以免引起误会。

ForyourprojectPDVDwithUSB/CARDREADER,BatteryandDivXfor12Kunits

Goodnewsforyou.Igotfurthersupportfrommyboss.FinallyUS$18for12Kisaccepted.HopingitisOKtoyoursideandconfirmthisordersoon.

Pleasecomment.

1.之前的报价与客户的目标价相比，高两美金。

2.知道客户把价格压得很低，为了帮助客户尽快下单，也考虑到客户的大订单对公司的重要性。通过进一步的核算和沟通，公司高层最后决定同意客户的目标价。这也说明价格都是有商量余地的，关键在于怎么谈。

Thankyou.Iwillkeepyouinformedaboutthis.

Pleaseconfirmyoucanreach$17.5fortheA-706.IsitwithbatteryornotBecausethespecsheetshowswithbattery.

Thanksforyourkinde-mail.

Asperyourrequest,pleasekindlynoteditisWITHOUTbattery.

Theofferfor12K,US$,extremelyspecialforyou.Allmaterialsarerising,FOBchargesisrisingnow.

Wehavetooffermuchloss,Ibelieveyouwon’twanttoseeusclosedown.

Thankyou.Pleasecomment.

OK.Understand,

Thankyou,Water.

1.作为贸易商的客户，在价格上压力相对大些，而且市场竞争也激烈。压价再压价是一部分客户的家常便饭。面对客户给予的压力，要轻松对待，严密防守。除了价格以外，在其他细节方面如果也能帮助客户，拿到订单也不是很困难的事。

2.不同国家的人，无论做生意与否也有不同的特点。需要在平时积累，从而运用到客户分析中。

3.价格是一个难题，没有最低的价格，只有更低。价格在一定的条件下已经无法降低，但和客户的要求还有距离。邮件回复中，坚持原有价格的同时，更要加以说明情况。合情合理，圆满收场。

3.Sellingpriceincreasingforsale

1)由于产品材料涨价等原因，产品需要升价销售。客户不同意或者不接受。

2)以下面的实际案例为例，分析存在的问题点和适当的解决方法。

DearYvonne,

Ineedtoincreasethisorder,withthefollowing:

120*2008pc

90*20040pc

2000pillows

SorrytoaskyoubutcanyoutrytosendthenewPItodayThanks,

David

DearDavid,

Re:MemoryFoamPillow

Forthistime,wecharge$21.00/pc.DuetoUSdollarsdroppingandrawmaterialsrisingthesedays.

Hopeyoucouldunderstand.

Thanks,

Cancelthepillows.

HiDavid,

Gooddaytoyou.

Calledyouyesterday,butwastoldyouwerenotintheoffice.

Firstly,Iamsososorryaboutthepriceofmemofoampillow.WewillkeepthepriceUSD20foryou.Thereasonwhywekeep$20.00/pc(themarginsaresosmallyouwouldnotbelieve.)isbecauseweappreciateourlong-termbusinessrelationships.Andtherecomesmoreorder,ofcourse!ButthefactisUSdollardroppingdramaticallyearlythisyear,andallcostofrawmaterialsrisinghighlybeforeOlympicGames.Nowwechargenewbuyers$25.50/pc(CNY180.00,$1.00=￥6.90)sopleasedon’tletsuchchancegetaway…couldyoukindlyletusknowwhencouldweexpectthedeposit

Secondly,attachedpleasefindthepillowlogoforyourapprovalisittheoneforyouForwecan’tfindallthefilesofbefore.

Finally,sorryforanyinconveniencecause.

Hopealliswell!

Regards,

1)文中，客户表示增加订单数量，回复没有对客户表示感谢，礼节有所欠缺。

2)对增加成本的说法太突然，没有适当的国度。无法体现升价的实际原因是大家都不希望的，是不得已的。铺垫不过诚恳，客人将很难接受。

3)产品升价销售是一个大难题。因为很多时候，产品的价格是越走越低，而不是越走越高。仅仅依靠简单的说要升价销售，就希望对方答应自己的要求是及其困难的。要诚恳地向对方说明升价的实际原因，这个举动是不得已的，表示需要对方的谅解和理解并得到支持。承诺可以帮助客户就要竭尽全力。要从让对方接受的角度去考虑问题的解决方法。

4)文中，最后表示接受开始的报价，没有很好地表达出为什么接受原来的价格的原因。

5)回复邮件，合理的解释必须简明扼要，比如，真的是由于美金汇率下跌，原材料价格飞涨，使工厂很被动，也带来了巨大的压力。并对此给对方带来的不便，请求谅解，希望可以接受。说道接受原来的报价时，也有必要简短说明理由。如果不说，对方会觉得自己是在玩游戏，高兴了就接受，不高兴就抬价。比如可以说，考虑到双方之间的长久合作和给自己的巨大支持，经过自己的努力争取，公司同意原来的价格。由自己的公司承担这些成本压力，希望双方以后的合作更密切，给以更多的订单支持。

建议回复：

Itriedtogetyouonthephoneyesterday,butitwasapitythatyouwerenotintheoffice.

Regardingtheofferofmemofoampillow,sorrytocauseyousomeinconveniences.WehopetokeepthesameUS$20/pc,theofferisreallyspecialforyou.Youknowwellthecostoffurniture,andweareafactoryandwehavetocovermuchcostonfactorymanagement.Thepressureisquiteheavyforus.NowtheUSdollardropsdramaticallyaswell,butthematerialcostisrising.Sometimesweareforcedtoincreasetheprice.Butwealwaysdobesttocovermoreonourside.

Forthecurrentorder,tobefrank,nowweoffertoothercustomers’US$22.5/pc.We’dkeepitasasecret.Toappreciateourlong-termcooperation.

OurbossfinallypromisedthepriceUSD20/pc.Believenowwecanmoveforwardtheorderasplanned.Couldyoukindlyletusknowwhenwecanexpectthedeposit

Atthesametime,attachedpleasefindthepillowlogoforyourapproval.Isittheoneforyou

2.说明接受开始的报价。简洁的说明理由，由于工程面临各种的压力，在情在理。客户会比较乐意接受。

3.加以强调说明价格的优惠和特别允许，以利于客户容易接受和加速订单的进展。

4.期望。加强对解决问题的肯定。

礼节在邮件回复中及其重要。诚恳也是谈生意的一种手段。即时是老客户，必要的客气也是需要的，特别是谈论价格问题的时候。大家往往会忽视这一点，觉得与客户之间很熟悉了，可以直接点，姿态抬高点，表现出傲慢的态度。值得注意的是，服务是一种心理的愉悦感受。如果客户对服务产生厌倦或者不耐烦的时候，慢慢的就会与你拉远距离。这对于客户的发展来说是不利的。所以要始终保持一种谦逊的态度对待每一个客户。做到了，就会赢得更多订单。

每个客户对问题的反应都是不同的，这需要去分析和区别对待。也不是每个客户都会觉得你所陈述的理由是对的，是理所当然的。这只是我们自己的一厢情愿，而不是客户的意愿。在很多客户看来，要互相帮忙，才能建立长久的合作。事出有因，需要明确告诉客户为什么，让他有一个可以接受或者商谈的理由，也给自己留有余地。不然很容易就会丢失订单。

做业务需要多沟通，双方建立信任才能成功。客户在大洋彼岸，一张大订单不可能一下子就给某个人。要让客户相信自己，只有通过不断地沟通和信息交换。互相之间的沟通是否顺畅，在沟通中客户是否感受到自己的专业和敬业精神，都直接影响到合作的成功。如果客户接收到的信息都是有效的，而且各方面的条件都合适，就会成功。

Unit4package

包装

包装是产品不可缺少的一部分。这包括产品主题的丝印和贴纸，说明书，保修卡，产品外包装，运输包装。精美的外包装有利于销售，坚固的运输包装在远洋运输和装卸过程中起到保护作用。在业务过程中，这将涉及设计文件的制作和确认。

SampleILabelsandgiftboxreviseandconfirmation

DearPaola,

Attachedistheratinglabelforyourtranslation.Thankyou.

Hiwater,

ChecktheItaliantranslationfortheratinglabel.Please,insertthemodelcodeontheratinglabelof7’,too.

Lookingforwardtoreceivetheratinglabelrevisedbeforeyouproceedtoprintingit.

Rgds

Ms.PaolaEsposito

Thankyou.Iwillsendbackforyourconfirmationtomorrowmorning.

Goodnight.

Findthegiftboxartworkattached.Youcandownloadtheprintfilefromthislink:

please,insertthebarcodeandsendmethefullgiftboxformylastapproval.

MyB.Rgds

Thankyou.Wellreceivedthegiftboxfor9’and7’(DPNbrandandinblackcolor).Wewillreviseasperyourrequest.

ButnowabouttheoneinSilvercolorIthinkyougotitnow,Isentyouhereagain.

Iwouldliketomentionasbelow.

1)7’,theLOGO“DVD”,IwishtoreviseitwithyourstandardLOGO.Iwillsendyouthesilkprintingforconfirmationsoon.

2)9’model,DPNlogo,thepositionyouplacedisonthespeakernet,thatpositioncannotallowtoberealsilkprinting,asthesampleyougotonhand.Ifyouaresureitisjustforthegiftboxdesign,itwouldbeok.

Pleaseletmeknow.Idon’tneedtoreviseit,sodon’tworry!

Pleasefindtheattachedfilefor7’and9’ratinglabel.Were-madeit,couldyoucheckitandadvice

AndpleaseconfirmmetheSPECsheetasattached.Wehavetoconfirmthefunctionswithyou.AsIhavetoarrangeforproductionasperthatfile.

Bytheway,IgotyourL/Cadvicetodayfromourbank.Thankyou.

Lookingforwardtoyourreplysoon

Please,readmyBLUEreplybelowandrevisetheratinglabelattached.Findtheshippingmarkattached!

Thankyouforyourkindreply.Iwouldliketorevertasbelow.

IalreadygottheSPECconfirmation.Butonequestionplease,abouttheserialnumber.

Astherearetwodifferentcolors,Ihavetoinstructourfactorytomakeitclear;Iwouldliketofixtheserialnumberlikethis,

1)DPMPDVD650,inblackcolor,itisbeginningfromSH65000toSH65505.

2)LXPDVD650,insilvercolor,itisbeginningfromSH65506toSH66006

PleaseletmeknowitisOKornot.

Regardingtheshippingmark,asitincludesmainmarkandsidemark,pleasefindtheattachedfileformyunderstanding,isitOK

Regardingthereviseartwork,Iwouldsendbackforyourconfirmationsoon.

HiWater,

CheckmyBLUEreply.

Hereistheratinglabelfor7’and9’Pleaseadvise.

TheyareOK,youcanproceedtoprinting.Thanksforyourkindcooperation.

B.Rgds

Wellunderstandtheratinglabelsareconfirmed.

ThisisWater,Iwouldliketoenclosethegiftboxforyourreference.Revisedalready.Pleasekindlyconfirmitbacktome.

It’sOk,proceedwithallgiftboxes.

Sample2DVDplayerartworkdesignreviseandconfirmation

Isitpossibletousethesepictures(withsomesmallchanges)forourorder

DmitryUmrikhin

DearDmitry,

Thankyouforthegiftboxdesign.Itlookscool.

Wecoulddoasperyourrequest.ButcanyousendusthephotoofthemodelIfweusethephotofromtheimageyousenttome,itisnotgoodformassproduction.Becauseit’slowquality.

OrcouldweusethesimilarphototoreplaceAlsoyoucansendmethephotosyouneedforourreference.

AndifyougottheAIorCDRformataboutthegiftbox,thatwouldbefine.Andwejustneedtomakesomesmallchanges.

Awaitingyourcomments,

Sorry,wedon’thaveAIorCDRformat.ThatwasthereasonwhyIaskyoutodo,ifajpgpictureissuitable.

Yes,youcanuseyourmodel’spicture.Ihope,themodelwillbenice.

Thankyouforyoureplies.

OK,wewillsourcesomephotosforbackgroundofthegiftbox.

Bytheway,canyousendmethewordfileofRussianwordingsItcanhelpustofinishthedesignandcansavetimeIthink.

Awaitingforyourreply.

Pleaserefertotheattachmentfortheusermanualofsmallsize10201.

Pleaserefertotheattachmentsfor

1.BRAND10201frontandrearpanelsilkprinting

2.BRAND10202frontandrearpanelsilkprinting

Pleasereplywithyoucomments.

Howareyoudoing1.HaveyoucheckedtheSPECsheetPleasekindlyadvisebackwithyourcomments.

2.Howabouttheartworks

Pleasefeelfreetoreply.

Thankyouverymuchforyourkindsupport!

TheSPECsheetandtheartworkswillbecheckedtoday.

Pleaserefertotheattachmentfor10201/02RCsilkprinting.Pleasekindlyconfirmbacksoon.

Andaboutthegiftboxdesign,canyousendmetheRussianlanguagetranslationinwordformat

Asperyourdraft,thefunctionsareasattached.Butthemodel10201/02,noopticaloutput,pleaseoffermethetranslationproperly.

Pleasearrangefollowingamendmentstotheplayer’spanel:

10201frontpanel:

PleaseaddDIVX,MP3,JPEGsigns

PleasemakeBRANDlogo2timesbigger

Couldyoupleaseaddasmilepicture(asshownattached)

10202frontpanel:

PleaseaddaMPEG4sign

PleaseaddPOWERinscriptionnearthePOWERbutton

Pleaserefertotheattachmentfortherevisedpanelsilkprinting.Andkindlyconfirmsoon.

Pleasefindattachedtheconfirmedpanelsfor10201and10202.

Thankyouforyourkindconfirmation.Wellreceivedthefiles.

Unit5PaymentTerm

付款方式

付款方式也是影响订单的因素之一。不同的付款方式对于出口商和进口商的风险也不同。国际上的付款方式有很多种，主要分为三大类：汇付，托收，信用证。常用的有两种，一种是汇付中的电汇，另一种是信用证。在实际的业务操作中，也可能出现多种付款方式结合使用的情况。

本章的内容，主要讲述如何和客户沟通落实远期信用证60天的过程。并以此抛砖引玉，加强大家解决问题的信心。

背景介绍：来自意大利的客户，订单价格及其他各项细节已经确定，可是由于付款方式的问题，订单卡住了。期间，客户还去独家半个月。客人去度假了，我的日子就难过了。因为总希望订单多点再多点。这是欲望的驱使，也是一种动力！

Sample1Orderconfirmation

I’mreadytolaunchthe1sttrialordertoyouinthisway:

1.A706itemwithmonitor7’,DVD/DivX,carrybag,batterybuilt-in,andthenormalaccessories,atUSD56.5enclosedLSCD.

500pcsDMbrand,inblackcolor;

500pcsLEXIbrand,insilvercolor.

2.A903itemwithmonitor9’,DVD/MPEG4,TVtuner,SD/MMC/USBslot,lithiumbattery(asthesampletested),carrybag,atUSD97.5enclosedLSCD.

300pscDMbrand,inblackcolor.

3.Paymentterm:100%LC60days

4.delivery:40daysaftertheL/Copening

Lookingforwardtohearingfromyouverysoon.

PS.ConsiderourofficewillbeclosedonAugust9-24forsummerholidays.

BestRegards,

客户的订单要求很详细，是一个很专业，很细心的客户。学习客户这种精神和做法。

Thankyouforyourgreatsupporttome.Regardingyourorder,Iwouldliketoreplyyouasbelow.

1.OK.Confirmed

2.Willyouconsiderlargerquantityfor9’modelthistimeSay500pcsatleastwouldbebetter.AsforOEMandprice,itiseasierforustocontrol.Ibelieveyouaresatisfiedwiththeperformanceofthesample,andbelievetherewillbefastsaleonyourmarket.Hopeyoucangivemoresupporttousinthispoint.Canweconfirm500pcs

3.Paymentterm.Tobefrank,wealwaysdowithcustomersby30%T/Tinadvance,andbalanceT/Tbeforeshipmentforasumofpaymentlessthan$200000.AsyouknowthebankchargeswithwillbehigherforL/Copening.Foryourcomingorder,thebestwecandoisL/Catsight.Ithinkitisfairtobothofus.Believeyoucanunderstandandconfirmthispoint.

4.Delivery:40daysuponL/Catsightopening.

Wehopewecouldconfirmthedetailstogetherbeforeyourholiday.Andbeginsomeartworksinadvance.

Awaitingyourcomments.

Bestregard,

1.业务往来中，客户往往会采用对自己比较有利的付款方式，但供应商的收款风险就增加了。一般情况下，较常见和常用的付款方式有两种。第一种是即期信用证，信用证属于银行信用。双方都通过一家的银行来支付和收取货款。对于双方来说，这种付款方式也比较安全。第二种是预付订金。预付订金百分之几，要根据每个公司以及产品类型，或者和客户商谈的情况而定，但一般情况下，预付30%是比较常见的，这对于供应商来说也是一个保障。因为客户在国外，而供应商采购产品物料需要垫付高额货款。驭手部分订金，大大降低了客户取消订单的可能。同样，收取余款的方式也要根据不同的情况而定。比如先付清余款再出货，或货物装船后即付，或客户见提单复印件后即付，或货物到港后即付等。一般情况下，客户必须在出货前付清余款，供应商才安排出货。

2.文中，分点陈述问题的方法值得学习和经常使用。分点陈述，表达清晰明了，容易阅读。

3.由于某个产品的订单数量太少，总要努力争取更多。可能通过沟通或者提出一个更好的价格，客户的订单数量也许会有所增加。也因为订单数量少，不利于安排生产，工厂成本也比较高。如果能达到最低订单量以上，对于工厂和个人来说都可以创收。

5.谈付款方式，第一步要先运用公司的基本原则和客户谈，陈述有说服力的理由。因为公司的基本原则一般情况下是不会改变的，其他情况可以酌情考虑。面对客户，作为销售人员，能和客户谈判也是必备的一种能力。

Sample2Paymentnegotiation

PleasekindlynotethatourboothnumberinIFABerlinis29.226.

Forthepaymentterm,thebestwecandoisL/Catsight,really.AsIinformedyoubyMSN,wealwaysdobyT/Twithothercustomers.

Regardingyourorder,youplaceitwithtwomodels.Ourbossalsocaresitverymuch.Ihadaharddiscussionwithmyboss;finallysheallowedthepaymentbyL/Catsight.ButnormallysheonlyacceptsT/T.Ireallydomybesttomoveforwardtheproject,believeyoualsodoyoureffortstomoveforward.

CanIgetyoursupport

WelcomeyourvisittoourBerlinShow.Andwishyouaveryhappysummervocation.

1.文中，运用了比较的方法。拿其他客户的做法和该客户的做法相比较。着重突出对客户的优惠和特别支持。同样，对比的方法也可以用在价格和数量等方面的谈判上。

3.Ordersalwaysdon’tcomeeasy.订单都是来之不易的。需要从细节方面去沟通，彼此寻找合适的平衡点去合作。

4.邀请客户参加展销会，这也是增加客户信心和进一步沟通的最好方式。

Thanksforyoureffort.Afterthediscussionwithmybosswecanjustaccepttohelpyouwithratesonthe60days.But,wecannotacceptL/Catsight.Ifyouwanttoproceed,letmeknowthetotalamountrateandIwilldiscusswithmyboss.

Thanksforyourattention.

Haveaniceday.

客户虽然不接受即期信用证的提议，但是也尽力往合作的方向靠近。客户提出原意支付一定的利息，说明客户对样品测试结果还是挺满意的，而且有合作的意向。

Thankyouverymuchforyourefforts.

Regardingthecomingorder,wereallyhopeyoucandomoreeffortsandhopeyoucansupportusbyL/Catsightforpaymentterm.IcanfullyunderstandwhatyoumeanbyMSNthatyouhavetoinvestmuchintothreebrandsinNolaItaly.Youmustawarethatwealsohavetoinvestmuchintomaterialspurchase.Ifthepaymentistiedupforalongtime,wecannotproceedwellforcustomers.AsyouknowtheloaderandTFTscreencostmuch.SoL/Catsightisfairerforbothofus.Believewehavetosupporteachotherforbettercooperation.

Ontheotherhand,theofferisquitecompetitive.WcannotaffordtheUScurrencyloss.Currentlywehavetostareattheexchangeratecarefully.Oncetheorderisfirm,wecouldnotincreasecustomer’spriceforourcostloss.IfIaskforcostupsuddenlywhenItoldyoutheUSexchangerateisdropping,andwewilllose.Thatwouldruinallbusiness.Idon’tthinkyouwouldliketoseethathappen.Anditisnotbusiness,mutualbenefitbusiness.

Let’sconfirmL/Catsight.Comeon,Paola.Thankyou.

1.客户不接受提议，公司部接受客户的要求，这样谈判就进入了僵局。第二步，要打开僵局，需要进一步深入解释，给予更充分的理由说明难处。一次又一次的努力，希望可以用真诚感动客户。

2.邮件中药运用正面的，积极地语言，也要适时地强调付款方式。引导客户向自己的方向靠近。

BRgds

客户始终坚持L/C60天付款，也坚持原意支付一定的利息作为补偿。体现客户合作的意愿比较强烈。虽然始终无法说服客户以及其信用证付款，但可以说是条件谈判中小小的胜利。

Sample3Skillsonpaymenttermdiscussion

HowareyoudoingHopeyouenjoyedyourOlympicGames,andhadaverywonderfulsummerholiday.

CanIknowsomeupdatingnewsaboutthepaymenttermfromyouHopetherewouldbethepositivecommentsforus.

Pleasekindlynotethatthe7’sampleisalsoavailable.Threekindsofcolorsforselection,white,blackandsilver.

Pleasefeelfreetocomment.Thankyou.

1.2008年8月奥运会期间也是客户的暑假，客户去休假了，但是付款方式尚未落实。心急却只能等。8月25日，终于等到客户休假完毕。于是火速联系，探知情况。

2.问候和祝福始终不能少，这也是联系客户的一个理由。

3.随时向客户提供信息。用有效信息网罗客户的订单。

GladtohearthatyouvisitedourboothinIFABerlin.Believedyougotmuchusefulinformationthere.

Regardingourcooperation,thepaymentterm,wewishtosuggestasbelow.

1)L/C30daysafterthedateofB/L,andpay1%interestoftotalordervalue.

2)L/C60daysafterthedateofB/L,andpay3%interestoftotalordervalue.

3)L/Catsightfortotalordervalue.

1.每年9月初，利用客户出席德国IFA展的机会，面谈合作方式，以此增加客户的信心。

2.展会之后，更积极地和客户沟通，提出更多可选的方案，让客户权衡。

3.有一些疑问，通过即时沟通工具交流更方便快捷。以下是MSN的一些对话。

P:IneedtoknowhowmuchincreasethepriceforeachpieceofPDVDforL/C60days.Howmuchinmoneythe3%

W:Totalamount,85750*3&=$2572.5

P:Sendmeyourofferwithpricefor2000pcsof7’PDVDand1000pcsfor9’PDVDwithpaymenttermL/C60days.SoIcanshowittomybossandstudytheoffer.

W:OK,thankyou.

P:Thankyou.Iwillwaitforyou.

P:Igotyoure-mail.

W:Thankyou.IsitOK

P:AboutUSD2.11moreforeachprice,toomuch.IcanacceptwithUSD1.00more.Anyway,IcanpayyoumaxUSD1500ofinterest,nomore.

W:Fortotalinterest,say$2000.

P:USD1500,Water,andthenIcantrytodiscusstomybossforyourPL.

W:Itishardformetoconfirmwithyouatthat.Anyway,pleasewaitforme.Letmetry.

P:OK.Thanks.Iwillwaitforyou.

W:Hopingthatwecoulddomorebusinessinnearfuture.Finallyourbosspromisedandweconfirm$1500.SoIwillrevisethePIforyou.

1.老外不习惯算数。如果要表达金额的时候，最好一次性告诉客户总金额是多少。比如一台机器，说少一种功能，少多少钱，老外不习惯这样的方式。而是要清楚地告诉客户，他购买的产品有什么功能，是什么价格。

HowareyoudoingCanIknowsomeupdatingnewsfromyouWhencanIexpectyourL/Cdraft

Water,

BelievemeI’mreadytobefrankwithyoujustafterthepricesandproposalreceivedduringthefair!ManysuppliersgivemesomepriceandacceptL/C60days.Unfortunatelythisisn’tagoodperiodforallcompanies,andthedollarsituationisverybadforus,Ithinkit’sforthismanyChinesesuppliersunderstandthesituationtoreducethepricesandacceptthistermpayment.Furthermore,theItalymarketisalwaysdifficult;therearemoreandmorecompetitors.Weareabigcompany,ourbrandisfamousandwehopeyouwillreachtobecomeourbigsupplier,youtoo.Considerthisisjustatrialorder;weusedtoissuerepeatorderverysoon.

Letmeknowyourdecision,sinceIhavetoproceedtoreceivethegoodsinNovember.

Thanksforyoursupportandattention,

Sample4L/C60daysconfirmation

Sorryforthelatereply.

Talkedtomybossaboutyourprojectsagain.Itisquitedifficultforme.Butgoodnewsforyou,weacceptyoursuggestionL/C60days.Let’sconfirmitnow.AndpleaseissuetheL/Cdraftforustocheckfirst.CanyoudothistodayBeforeNov.,surelywecouldmakepromptshipmenttoyourcountryforsalesthen.Hopingwecoulddolargerorderinnearfuture.Andbelievewecoulddobetterforyoualso.

1.此时，我们已经答应了客户所有的要去哦。撰写邮件要适当的突出对客户的帮助和支持。这样显得更有人情味，在以后出现某些问题时，可能有点帮助。

Thanksforyourefforts.BeforemyfinancialdeptproceedtoopentheL/C,IforgottotellyouIneedFCASZterm.PleaseprovidetoitandsendmethePIrevised.

B.Rgd

Sorryforthelatereplyaswehadsalesmeetingjustnow.

Ok,wecandoFCAShenzhen.PleasefindtherevisedPIasattached.Butpleasekindlynotedthatwewillclearthecustomsourselves.

客户只是更改成交方式，这对于出口商来说是有利的。可以节省一小部分的费用开支。答应，肯定是没有问题的。

FindthePIsignedintheattachment.IwillsendyoutheL/Cdraftforyourapprovalasap.

MyB.Rgds,

ThankyouforyourkindconfirmationaboutthePI.Icomebackforworkthismorning.

CanyouopentheL/CtodayLookingforwardtoyourcommentssoon.

假期之后还是没有收到客户的信用证确认，所以催问客户的进展。希望可以尽快开出信用证，以便尽快安排生产。

TheL/Cisreadytogotothebanktoday.Iwillsendyouthedraftwithintomorrowsoyoucancheckandwecango,finally,aheadwiththeotherdetails!

Thankyoufortheinformation.Sorrytokeepyouwaitinganotherday.AndIwillconfirmyoutheL/Ctilltomorrow,asmybosshastocheckitfirst.Butpersonallyspeaking,theL/CisOK.

SorryforthelatereplyaboutL/C.TheL/CisOK.Pleasegoahead.

Igotalle-mailaboutcertificates.AndthanksforyourL/Cconfirmation.

Thanksforyourcooperation.

1.以公司基本原则为准则，具体问题具体分析。

2.远期信用证的使用，必须了解客户的资信情况以及了解客户银行的信用。必须遵循安全收汇的原则。

3.认识客户的谈判技巧，见风使舵，根据形势把握订单。

Unit6ShipmentAdvice

装船通知

SampleIConfirmshippingdetails

HowareyouOurforwarder’sinformationasbelow.

Com:DALLTD.

ShipbyseatoouragentinFinland

Com:NetLogistic

Add:Eskolantic1,4floor00720Helsinki,Finland

Contactperson:LudmilaSuominen

Tel:+3582075582

Mob:+3584086792

Fax:-3582075582

ArrivalPort-Kotka(portMussalo)

Water:Wellunderstand.

Please,putthefollowingdataintothepaperscoveringorders:

1)TheInvoiceandPackingListshouldbemadefor:WMTLTDRm.1501,OnePeking,1PekingRoad,Tsimshatsui,Kowloon,HongKong

Water:Wellunderstand.ButnoneedcontactpersonBeforesendingtocourier,Iwillsendtoyouforconfirmationfirst.

2)Please,putintheB/LCinsignee,Notifyparty-accordingtoourinstructions.

Water:OK,willdoasperyourinstructions.

3)Please,don’tputinpapers“Acmra,ACM,Acpower,RostkkiyDmitry”etc.

Water:wellunderstand

4)Shippingmark-WMT

Ifanyquestions,pleaseletmeknow.

Irina

DearIrina,

Thanksforyourkindinformationaboutforwarder.Iwillcontactwithheraccordingly.IthinkIalreadyknewher,asyouaskedDALtosendthesamplesbefore.Bytheway,haveyougotthesampleswesenttoyouInfactthenewsamples,alsosentbyDALDaisyIguess.

First,pleasefindmyreplyinyoure-mailinBlue.HerebelowIwouldliketomakesurethepointswithyoutogether.

A:Regardingtheshipmentdetails.Inordertomakeitmoreclear,Iwouldliketomakesurewithyouagainasbelow.

Deliveryterms:FOBShenzhen,FREIGHTCOLLECT-right

Consignee:TOORDER-thesamenotifyparty

NotifyParty:right

NetLogistic

1,4floor00720Helsinki,Finland

Contact:LudmilaSuominen

Fax:+3582075582

Portofdischarge:Kotka

Placeofdelivery:Kotka

Descriptionofgoods:(pleaseexplaintome,assomecountriesisquitestricttothiskindofproduct)charger

Ifyouhavesomethingtoremindme,pleasekeepmeinformed.

B:ShippingMark.

Willyouhaveyourownshippingmark“WMT”forMainmarkonlyAndhowaboutsidemark

Wewouldsuggestthefollowing.Pleaseadviseyourcomment.

a.mainmarkOK

WMT

C/No.:

b.sidemarkOK

QTY:

N.W:

G.W:

MEAS:

Andforyourreference,thepackageshouldbe:40PCS/CTN,Grossweight::3.5KG,Netweight:3.00KG.Measurement:41.3*29.8*26.5cm

Lookforwardtohearingfromyou.

如果是信用证付款，信用证上会明确地陈述所有关于出货的细节。一般情况下，在租船订舱或者交单时无须再向客户咨询。只需要根据信用证陈述的要求去做即可。如果不是信用证付款，在出货之前，必须向客户了解并核实出货的细节要求。因为这些文件关系到客户在当地是否可以清关，或者是否容易清关，这也是文件的基本要求。

Thankyouforyoure-mail.Also,pleasefindmyreplyinyoure-mailinBlue.

ContactpersonintheinvoiceandPLnotnecessary.Foruswillbebetter,ifyouwillmaketelexrelease.Isitpossible

Thankverymuchforyourkindreply.

Wellunderstand.Thenwewilldotelexreleaseforyou.

I’mlookingforwardtohearingfromyou.

一般情况下，发货人通过银行交单或将提货单寄给收货人。因为提货单是货物所有权的凭证，收货人只有拿到正本提单后才可以提货。由于电放后发货人将不再掌握货权，因此在办理电放前一定要确认发货人能够安全收款，否则极易造成钱货两空的局面。

电放就是凭电子的，电传的或者传真件放行的意思。提单文件电放在贸易中也是常见的一种操作方式。因为这种方式快捷，便利。但这种方式只适用于在货款已安全入账的前提下操作。电放文件适用于航程较短的国家，比如日本，韩国只有两天左右的航程，如果通过银行寄送，文件尚未到达货物已经到港，为了不影响收获，电放文件更为适合，收货人凭文件传真件即可提货。另一种情况是客户直接要求电放。因为电放文件对某些国家的客户清关可以提供便利，这样也可以省去寄送文件的一些费用。

Howareyoudoing

IwouldliketoinformyouthatthegoodswillbereadyofshipmentonApril30th.CouldyouarrangethebalancepaymentforProformaInvoice＃GW080402-01accordingly

IalreadysentthebookingtoDaisy.Ithinkshewillconfirmthedetailswithyouthen.

2.向客户提供问题之外的信息，比如已经和客户的货代取得联系，或者已经安排订舱等。主动让客户了解订单的进展情况，让客户放心，这也是体现服务的一种方式。

Thankyouforyoue-mail.Weshallpaybalanceinthenearfuture.

Thanksforyourinformationaboutpaymentinthenearfuture.Wearewaitingforyourbankreceiptthen.Bytheway,IalreadybookedspacewithDaisythismorning.

AstheshipmentfromHongKongwillbeeasierforourcustomsclearance,canwedoFOBHKAndIconsultedwithDaisyalso,shesaidtheycanreceivegoodsfromHKtoo.IfOKtoyou,namelywecanchooseFOBShenzhenaswellasFOBHK.Andpleasenotethatnocostup.

Lookforwardtoyourreplysoon.

FOBHK-ok

2.文中，主要的内容是更改交货港，标题可以写成ChangeFOBShenzhentoFOBHK.这样就方便接收邮件的人阅读和了解。

3.因为香港是自由贸易港，相对于大陆的一些港口，对于某些公司来说操作更为方便。但是从大陆到香港需要支付额外的运费，所以在订单谈判时，需要明确交货港。如果需要更改，要和客户商量。

Wellunderstand.Thanks.Wewillarrangewellforyouandinformyouthedetailsaccordingly.

HowareyouWehavepreparedpayment.OnMonday-Tuesdaymoneywillbeonyouraccount.Pleaseseeattachment.

Thanksforyourkindarrangement.Iwillcheckandarrangeshipmentaccordingly.

HowareyouDidyoureceivemoney

Todaywemaygetit.AndIwillkeepyouinformed.

YourforwarderhasofferedtheS/Otous.WewillcatchthevesselonMay6th.

客户关心的问题要肯定回复，做到让客户放心。这样既体现了公司的服务水平，也体现了自己的工作效率。客户的满意度提高了，对公司形象和个人形象的提高都是非常有好处的。让订单操作顺畅，是更多订单的前提保障。

Pleasefindtheattachment,B/Lcopyforreference.Hopeyoucanconfirmmesoon.

Lookingforwardtoyourearlyreply.

WeconfirmitisOK.Pleasegoahead.

HerewithenclosedtheoriginalB/Lforyourrecord.Wehavetelexreleasedforyou.

在正本提单出来之前，一般都有副本供确认。除了提单之外，还需要同时向客户提供其他出货文件，比如商业发票，装箱单等客户要求的文件。因为客户可能对产品描述等有一定的要求，不能出现什么文字，需要包括哪些内容。所以，向客户提供提单和其他出货文件确认也是关键的一步。

Sample2Confirmshippingdocumentsdraft

Please,whenyouissueallshippingdocuments,beforesendingtothebank,sendacopytomeformyapproval.

Paola

Thankyouforyourkinde-mail.SureIwillsendyouthePIandotherDOCsforyourconfirmationbeforesendingtobank.

Goodmorning.HerewithIwishtoenclosetherevisedPIforyourcheckfirst.Pleaseadvice.

CouldyouconfirmwithUPSabouttheshipmentdateIwishtosendthegoodstoUPSbeforeNov.12thwhichisthevesselclosingdateasUPStoldme.Thereforewecouldcatchitforshipment.

ThePIiscorrectnow!IinformUPStomanageyourshipmentsoon.

HiPiera,HiCarl,

Mr.Water,fromZhejiangcompany,PO153,isreadytosendyouthegoodsbeforeNov.12th,tryyourbesttoarrangethisgoodsforvesselon12th.Thanksforyourcooperation.

Lookingforwardtoreceivingconfirmationasap.

HowareyoudoingThisiswater.Iusemyalternativee-mailtocontactyoubecausemybusinesse-mailisbrokentoday.

WehavesentthegoodstoUPStoday.Pleasekindlychecktheattachedphotosforyourreference.

Thankyou

Thanksforyoue-mail.Please,starttosendallshippingdocumentscopybye-mailbeforeyousendthemtothebanksoIcancheck!

Thanksforyouattentionandsupport.

Rgds,

HereistheshippingDOCsforyourreference,includingCI,PLandBL.Pleasekindlyadvisebacksoon.

Bytheway,theLSCDlicenseisunderapplicationandtheC/Otoo.Willsendyouthecopyforreferencelater.

Reminder!!!

CouldyoukindlyconfirmtheattachedshippingDOCssoonAsIhavetoconfirmwithUPStoissuetheoriginalB/L.

Thankyouforyourkindattention.

FortheBL

Thenotifyhastobefor:

SMG

InterportoCampanoLottoH,G180035-Nola,NA,Italy

FortheInvoice:

YouhavetocorrecttheInvoicewithrightamount(USD85.235,50)astherevisedPIsenttome.Sendmethemagainformyapprovalbeforesendingalldocumentstothebank.

Water,don’tforgettoinsertcertificatecopies(CE,Rohs,LSCD)andlabtest,certificateoforigin.

Thankyouforyourkindreply.Foryourcomments,Iwouldreplyyouasbelow.

1.notify.AsyourL/Cstipulatethenotifyisthesameasapplicant,andyourapplicantis:

VIAE.CORCIONI3081031AVERSA

OK,it’sourlegalregisteredoffice.

Itisnotthenotifyyousaidtomehere.IthinkwehavetodoasperL/C

2.wewillofferotherDOCsasperyourL/Crequest.

OK

3.bytheway,Ithinkwehavetorevisetheshippernameandaddress.ItshouldbeaspertheL/C.WillreviseitthesameasbeneficiaryinL/C,Iwillsendyouthecopylater.

Iwillwaitforyourcopies.

Lookforwardtoyourconfirmationsoon.

Checkmyredreplybelow.

Thankyouforyourkindreply.

A.RevisedB/L,pleasecheckasattached.

B.C/OandLSCDlicense,pleasecheckasattached.

HopeitisOKnowandkindlyconfirmsoonplease.

Andpleaseexcusealltheinconveniencescaused.Believeinfuturewecoulddobetterforyou.

Nowit’sok,please,sendtheoriginalshippingdocumentstothebankasap.

Thanksforyourcooperation.Surely,infuturewewillcooperatebetter.

B.Rgds,

1.在和客户合作的过程中，无论是哪一个步骤都有可能出现状况，杜绝状况的发生是我们应该做的。但是如果状况发生了，我们要积极地面对，要和客户形成有效的沟通。特别是以L/C付款而且是远期信用证，风险更大，这样在文件处理方面需要更加细致。

2.解决问题之后，适当地向客户表达歉意，并表达将来的合作态度。让客户形成一种愉悦的心理感受，从心底感受到我们真诚的服务。从而使以后的合作更加密切。

Unit7complaint

申诉

1.Missinggoods

HaveyougotthegoodsAndhowabouttheDOCsHopeeverythingisgoingwell.

JusttodayIgotthegoodsandtheyaremissing12pcsfromthecartonboxclosed:

7’portable6pcsUSD33900

9’portable6pcsUSD58500/USD92400

Forthecaseyoumentioned,couldyouletmeknowmoreinformationIfthefollowingsituationhappened,pleasestateusclearly.Wemustcheckandsolveproperly.

1.Howmanycartonsyoureceivedforeachitem(7.and9’)

2.Thecartonisblank

3.Oritislessthan5pcsin6cartonsNamelyeverycartonis4pcsor3pcsor2pcsoronly1pc,butnot5pcs.

Ifpossible,pleaseshowmesomephotos.Iwillcheckwithourfactorycarefully,too.Hopewecouldfindoutwhattherealsituationis.

Lookingforwardtoyourcommentssoon.

NowIcannotshowthepicturesmoresinceyouknowwehavejust1daytoarrangethegoodsforourcustomers,youknowthegoodsshippedbydelayfromChinaanditarrivedherejust3daysbeforetheChristmasholidays.

Anyway,Ihavethereportfromthewarehouse,thepiecesmissingfromfirstNo.1-12masterbox!Somemasterboxmissed1pieceor2pieces!

Ms.PaolaEsosito

MerryChristmastoyou.Thankyouforyourkindfeedback.

Iunderstandwhatyoutoldus.Wearesorryithappenedinsuchcase.Pleaseaskyourwarehousepeopletomarkdownthedetailsandletmeknow.

1.Aretheregiftboxinthecartons

2.Withaccessoriesornoaccessoriesatall3.Orwithpolyfoamtostufftheemptyroominthecarton

4.Otherdetails.

Pleasedescribemoredetailstomeanditcouldhelptofindouttheproblemhappenedbywhen.

Ihavetosaythatwehavetiedtwobeltsonthecartontoprotect,andtoavoidothersopeningthecarton.Andweweighthecartonsbeforeshipment.Ifthebeltsarelooseandgone,itwouldbeeasytoopenandtosealagain.AndbecauseofLCLshipment,theplayermaybegoneincustomswarehouse.ButitissurprisingthattheplayersaremissedfromcartonNo.1-12.anywaywearenotsureandcannotjudgehowitcausedtillnow.

Lookingforwardtoyourfurtherreply.

MerryChristmasandbestwishestoyouandyourfamilyandtoSMG.

HappyNewYear!

Iwouldliketotalktoyouaboutthemissinggoods.ShallweknowthatifyouhavefoundoutthedetailsIfyouhavemoreinformation,pleasekindlyletmeknow.

同时，向客户提供出货时的图片，说明出货的做法及可能出现问题的环节。互相配合，安抚客户的情绪，积极帮助客户解决问题。

2.Makingwrongproduction

DearOscar,

FortheorderPI090408,wearegoingtofinishitandarrangefordeliveryonnextMonday,13th,Jul.Nowaftercheckingthefinishedproducts,wefoundsomethingdifferentaccordingtotheorder,somemousewehavedoneitwithUSB,notwithU+P.

Wearesorryforthiscase.Wewouldliketotalktoyouaboutthisshipmentforthese4000pcsproducts.Listingasbelow.

BL-M03191000PCSUSB

BL-M03391000PCSUSB

BL-M02062000PCSUSB

WebelievethemousewithUSBisalsopopularlyusedinyourmarkets.Wesincerelyhopeyoucouldacceptthisdiscrepancyandallowforshipment.AsyouknowifwechangetothemousewithU+P,wehavetochangethechipsetandremakethemouse,thatwillspendmuchtime,anditisalsonotgoodtoremakethemouse,itwillruinitsappearance.

Currently,mostfthegoodsareOK,somejustneedpacking.AndwealreadygottheS/Ofromforwardertoday,thevesselclosingtimeison15thJul.Weshouldloaditon13thJul.

Surelywemustdoourparttofulfilltheresponsibility.WeagreetoreduceUS＄400willbedeductedfromthetotalvalue.

Pleasekindlyunderstandandhelptoconfirm.Wehavetocatchthevesselclosingon15thJul.Thanksinadvance.

Cindy

DearCindy,

USBisOK,noproblem;pleasesendmethenewPIandthecommercialinvoice.

Haveagoodday,

OscarCastilloSaldarriaga

杜绝问题的最好的方法就是认真对待工作，将工作做细致。多一双眼留意客户的要求。

3.MakingwrongOSDlanguage

Yes,Ihavealreadygotthesepictures.ButcouldyoupleasesendmeanXLSfilewhereIcanrevisetheincorrectword.

Thankyou!

HaveyoutestedthesoftwareIsentyoubeforeItisfromothercustomer,whouseditinhisorders.

Youknowheplaceordersevery20daysandthequantityisfrom1500pcsto3500pcseverytime.

AndhehasnodefectivecommentsfortheOSD.HereIwouldliketoenclosethefileherevisedforyourreference.

Foryourcomingordersoon,wewilldoit100%correctly.

Ihavesentyouane-mailregardingthePDVD8.5’OSDmenu.Iwillre-senditin2minutes.

Sorry,butIhaven’treceivedanyansweronit.We’dliketosolvetheproblemwithPDVD8.5’OSDmenubeforethepayment.

Bytheway,wearegoingtovisitHKandChinafairs.AfterthatwewouldliketospendsomedaysinShenzhen.

WillitbepossibletovisityouandyourfactoryonOct,21-23

Wearesorrythatyoufoundthedefectsinthe8.5’item.EventhePDFfileIsentyou.

ThePDFfileisusedforourotherUkrainecustomer.AndthesoftwareIalsosentyou.YoumaycheckthebrandnameEGO.Heisourstableandbigcustomer.

Asperthephotosyousentme.ThedefectisfoundinRemotecontroloperationitisnotfoundinSETUPfunction.Imustaskourengineertomakeitright.ButnowIhavetotellthefactthatourfactoryisinanotherprovince,notinShenzhen,andthegoodswasalreadyinShenzhenofficenow,packedwellforshipment.IunderstandthattheOSDmenuisquiteimportantforyourmarket.Currentlythemenumostlyiscorrect,rightAndhowmanypointsiswrongfor7’,8.5’and9’HereIfoundtheEXLfilefor8.5’.Butfortheupdate,Imaysuggestthatwewillmakeasoftwareforyourupdateonyoursideifyouthinkthedetectisreallycriticalandserious.ButIhopewecoulddoitnexttimeifnotthatcritical.Theshipmentiswaiting.TheclosingdateisonOct.11th.Wedon’thaveenoughtimetoupdateonoursideandnowyouknowthegoodsisinouroffice,notinfactory.Wearesorryforthis.Throughthisexperience,Ibelievewemustdoitcorrectlyforfutureorders.

SocanIknowwhenyouwishtomakethebalancepayment

WealsowillexhibitinGuangzhouFair.WesincerelyinviteyoutovisitusonOct.15th-20th.

Exhibitername:HIGHVIDEOTECHNOLOGYCO.,LTD

Address:PazhouExhibitionCentre,Guangzhou

Time:Oct.15th-Oct.20th

BoothNo.:3.2F18

WhenyoustayinShenzhen,surewewelcomeyourvisittoourofficeandfactory.Whenyoufixyourschedule,youcouldtell/callme.Iwillarrangeeverythingforyou.Ifyouneedsomehelpfromme,don’thesitatetoletmeknowalso.

Lookingforwardtoyourcomments.Thankyou.

Ihavealreadyansweredonthise-mail.

Yes,thePDFfileismostlyOKanditisacceptable.Butthescreenshots,thatyouhavesent,consistwordsthatarenotpresentinthePDFfile.Andmanyofthesewordsarewrittenincorrect.

Pleasefindsomesamplesattached.IfyoucouldinstallthePDFfileintoportablePDVD8.5’-thatshouldbeOK.Butwhywiththesewrongwords

About8.5’model,westronglysuggestshipmentfirstasitisdelayedsomuchtime.Weshouldfocusonsales,iftheOSDmenuisnotthatworse.Ibelievemostwordsarecorrectinit,rightOrourothercustomerwillkillus.Ifneedit,wecouldmakeaupdatesoftwareforyou.Thenyoucanmaketheupdateonyouside.

Thismonth,Octoberisreallyaspecialoneforus,verybusy.AndtheclosingdateisonOct.11th.Hopefullywecouldcatchthisvessel.

Whenyouvisitourcompany,Iwillshowyouthesample,andmakesuretheOSDmenuisrevisedandcorrect.

Hopeitisworkable.

OK,afterconsultingwithoursalesdepartmentwedecidednottodelaytheshipment.Wewillarrangethepaymenttoday.

Pleasepayattention,thePDVD8.5’andsmallsizeDVDplayersaresuppliedtotwodifferentcompanies.Sopleasearrangetwodifferentexportdeclarations.

CouldyoupleasenotmentionsparepartsinthedocumentsAndhideitinthemiddleofcontainerSowecouldpassmanyformalitiesinourside.

Lookingforwardtoreceivingthexlsfile.

Thankyouverymuchforyourkindsupport.Wemustdowellforyouinfuture.

Wellnotedyoudon’twishtoshowthesparepartsforsmallsizeonshippingDOCs.Wewilldoitforyou.

TomakesuretheshipmentonOct.11th,pleasearrangethepaymentASAP.Ifyoucouldpayusthismorning,yourtime,hopefullywecouldgetthepaymentonOct.10th.Thenwewillloadthegoodsforshipmentimmediately.Pleasesendmethebankreceiptforreferencewhenyoumakethebalancepaymentfor8.5’andsmallsizemodel.Theyarefortwoaccountsalso.

4.Makingwronggiftbox

Iwouldliketodiscussonethingwithyouaboutthegiftbox10202.

CouldyouchecktheattachmentAsyoucanseethatbothsidesaremadeinEnglish,notonesideinEnglish,onesideinRussian.

Samplesareright.Butsuppliermadeitwrongformassproduction.Weareverysorryforthis.Ihopeyoucanacceptitforthislottocatchthevessel.

Ihavetobehonesttoyou.Alltotalgiftbox3750pcsformodel10202isreadyinfactoryandwaitingforpackage.

Sorryforalatereply—stilltroubleswithmycomputer,

I’mreallydisappointedtohearthelastnews.AsperRussianlegislation,wearenotallowedtosellinRussiagoodswithoutinscriptioninRussianlanguage.Sowecouldfindonlyonesolution:pleaseprintstickerswithinscriptioninRussianlanguage.ThesizeshouldbeexactlyasshownonthepictureattachedwithREDcolor.ThestickersshouldcontaintheRussiantext-Modelandtechnicaldescription—insteadoftextinEnglish,writtenonthegiftboxonthisplace.

Ihopeyouwillfindpossibilitytogluethestickersonthemarkedplace.Ifnot,pleasesendittogetherwiththeorder.

Lookforwardtoreceivingyourreply.

Goodmorning.Thankyouforyournotice.Wellunderstandyourlocalrules.Wefeelsorrytomakeyouintroubleaboutthegiftbox.

Pleasesendthefileagainasnoattachmentinyourlaste-mail.Ithinkwehavetobotheryouagainalso.Asitwillcost2daystomakethestickers.Btweareloadingtodaytocatchthevessel.Itcannotbesentwiththegoods.Wewillsendtoyoubycourier.SurelywewillpaythefreightchargestoRussia.Hopeitcanbesolvedbythat.

Lookforwardtothestickercontents.

Pleasefindthefileattachedforsticker.

Pleasestarttheprintingassoonaspossible.

Goodmorning.HopeyouhadahappyflightbacktoRussia.

Regardingthesticker,Iwouldliketoellthatthestickerisforitem10202,notforitem10201.Butyourattachedphotoisforitem10201.Couldyouconfirmitisthesametext

Bytheway,howisabouttheshippingDOCsIsitOKnowCouldyoualsoconfirmmeoradvisemesomemessageWehopetoarrangelocalchargestoAdaafteryourfilesconfirmed.

Pleaseadviseifyouhavealreadyprintedthestickersonthegiftbox.

Sorryforthelatereplyaboutstickers,Ihopetosendyoutodayortomorrow.

OK,thankyou!Pleasefindtheconsigneedetailsattached:

1092,Moscow,Egoryproezd,2

BOOO

HowareyoudoingIthinkIhavetocheckthestickersdeliveryagainasthefinancialblockedtheshipment.

Sorryfortheinconveniences.

Thestickersaresentout.Youmaygetittodayortomorrow.DHLtracking＃:1999190874

5.Makingwrongproductcolor

HiSimon,

Weapprovedthewhiteconnectorheads,butreceivedtheblackones.Thesamplesthatwepaidforyoutosendweremeanttobewhite,butyoursuppliersentblack.Thisiswheretheconfusionlies.

PleasecanyousortwithCalvinCalvin,pleasecanyousendallyourcontactinfoonSimon.

Withkindregards,

MaxDenyer

CalvinChan

Dearall,

Toconfirm,weDONOTwantblackconnectorheads.

Julia,

WewillrefusetoreceivetheconnectorheadfromWaterunlessthisissueisclear.

Goodmorning!

ThisisJulia,Calvin’scolleague.IwouldhelptofollowupSimon’scase.Pleaseseee-mailabove.IthinkwemakeamistakethatweshouldhavereceivedtheWHITECONNECTERnotBLACK.Pleaseconfirm.

Thanksandbestregards!

Thanksforyoue-mail.PleaseletmetalktoSimonfirst.Ifwehaveanyfurthernotice,Iwillletyourknowimmediately.

Thanksforyourkindhelpagain.

HelloWater,

Apparently,someonehascalledyourfactorytodayandsomeonehassentCalvin’scompanyanimageofblackconnectors.ButPopotaneedsthewhiteonestheyapproved.

DidthepackagehavethewhiteoneinWhyissomeonesendingimagestoCalvin’scompanyoftheblack

Pleasewillyoucallmymobilewhenyoucan+44(0)17066138.

Cheers,

Goodmorning.Thankyouforyourkindinformation.

Regardingtheconnectors,itmayhappenaswhatyousaid.SomeonesenttheimagetoPopota.Butsurenotme.

Aboutyourorder,whenyouplacedit,wedidn’thaveyourinstructionthattheconnectormustbeinwhitecolor.Orwhichconnector/connectorsareinwhitecolor.Normallyweofferblackcolor(onlyonecolor)foraorder.Soyoucouldfindtheconnectorsareinblackcolor.Butwecanmakeitasperyourinstructionsforyournextorder.

Thereforewehopewecanfixitinblackcolorforthisorder.Forthecomingorder,surelywecouldmakethecoloraswhatyouconfirmedtous.

Popotaaresayingthatthesamplesarewhiteandthisiswhatthayapproved.Theyaresayingtheydonotwanttheblackcolor.

Whatcanyoudo

Alsoyouhavenotreceivedtheotherpayment,rightIhavecheckedwithmybankandtheyaresayingthatit’sleftourbankandhasbeenreceivedinyours.

Attachedistheconfirmationpleasecheckwithyouraccountsasthisissourgent!

Thankyouforyourhospitalitylastnight.Itwasgreattomeetyouandyourboss.

Iwouldjustliketoconfirmsomeoftheimportantpointsraisedduringthedinner:

·YouwillshipPopota’sordertoday,IhavespokentoLeotodayandhewillreadytoreceive.

·Youwillsendtheblacktipsforthisorderonlywhenyouwillsendwhitetips,IwillgetthesupplierdetailsfromLeoforthewhitetipsforyou.

·CalvinwillinvestigateifhewillshipdirectlytoPopatafrommainland,ifnotFahamiyouneedtoconfirmthiswithULI(Lilian).Pleaseconfirmbye-mailyouhavereceivedthise-mailanditsOKforyoutodothis.

·Water,Ineedanexactlead-timeformycustomerforthe3—1charger,pleasebearinmindwereallyhavetoproducethesequicklyasit’satrialorder,andwehavenoimpressthemwithourservice,wealsoneedtogetotherordersinbeforeChristmasandifyoudelaywewillbeinapositiontodothis.

PleaseletmeknowifIhaveleftanyimportantpointoractionoffthise-mail.

Thanksagain,Water,forallyourgreateffortsandsupporttotheBACHteam.

Speaksoon,

Thankyouforyourdetailedinformation.Itispleasanttomeetyouagain.Wealsoappreciatedyourkindhelpforusontheconnecters.Believeourcooperationwillbemoresmooth.

Iwouldliketoreplyyouasbelow.

1.Yes,wewillsendthegoodstoday.Wellunderstandandalreadyarranged.

2.Yes,wecandowhitetipsforyourfutureorders.Ifyoucanalsooffersomesupplierforus,weappreciateyourkindhelp.

3.OK.Wearewaitingforyournoticeaboutshipment.

4.Deliverytime,wetrytocompletewithin25days.AsIexplainedtoyouthatallmaterialsarereallynotaeasyjobforus.Surelyweunderstandthatiftheordercangofaster,repeatorderwillbefaster.Fastdeliveryisalsoourtarget.Wemustdoourbesttocompleteit.

Ifyouhavesomethingtoremindme,alsopleaseletmeknow.Thankyou.

Hereistherevisedpacking.Hopeyoucanarrangeforus.Andwewillsendthegoodstoyoutoday.

Thankyouforyourreplysoon.

HaveyouconfirmedwithyourcustomerthatitistheoneswewantPleasekeepinmindwewanttheWHITEnotblackones.Ifnot,wewillrefusetoacceptthegoods.

Thanksandbestregards,

Thankyouforyourreply.

MycustomerSimonwillhelpforthiscase.Ithinkyouwillgettheconfirmationsoon.

PleasekindlynottellPopotamycontactinformation.You’dbetteremphasisonBACHinternational.(Mycustomer’scompanyinUK)

Thankyouforyourkindhelp.

OK,weknow.

Wewillsendthegoodstoyouthisafternoon.

AsyousaidbyphoneyoudidnotgettheconfirmationfromPopotatillnow.Ithinkyouwillgetitsoon.AslastnightImetandtalkedtomycustomerSimonandhepromisedtoacceptthislotinblackcolor.Pleasekindlycheckonyoursideandacceptthegoods.

Ifyouwon’tgettheconfirmationtoday,pleaseletmeknow.Iwillhelpforit.

Thankyouforyourkindhelpagain.

Couldyousendae-maillikewhatyousaidonthephonejustnow

Thankyouforyourhelp.

Ithoughtyouhavealreadygotmypreviouse-mail.AndhereIwouldliketoconfirmwithyouthatthegoodsisacceptablebyCalvin.

MycustomerSimonhasalreadycontactedyourbossMr.Calvinaboutthatissue.Ifyouhaveproblems,youcouldconsultCalvinorcontactmeforanyclarification.

Unit8Shipment

出货

出货是外贸业务中最后一个环节。延期交货在某些行业里也是司空见惯的事情，或者在出货的过程中，由于货物太多或者相似而发错货，延期交货和交错货引发的一系列问题也是让人头疼不已的。对于客户来说，可能是一个灾难。作为销售人员，必须有应对这些困难的能力。

本单元将对这两个问题进行分析。

Sample1Shipmentdelaypenalty

ThanksforPI.

IsitOKbyLetterofcreditaslasttimeIusethesamebankdetails.

PleaseissuetheL/Cdraftforourconfirmationfirst.ButIthinktheL/CisOKaslasttime.

以信用证付款，属于银行信用。即期信用证相对来说比较安全。但是信用证也有一些软条款需要十分注意的。比如，客户需要提供的文件，这些文件可能在当地海关清关时需要，对客户有利，可能会减免关税，或者更容易清关。所以，务必清楚自己或者通过第三方可以取得这些文件，而且客户也可以接受。

Thankssomuchforyourreply.

Plsseemycommentsherebelow.

WellnotedIwillproceedwiththeL/Caslasttime.

Anywaysincesupplierdelaysareveryveryfrequentweusuallychargeapenaltyof0.04%everydelaydaywhichwehavenotuseourregularpolicyinyourcase,butI’mreallysorrytotellyouthatourbosshasdecidedtoapplyitalsoinyourcasebecauseunfortunatelythemarketpriceofDivxisveryunstableandifyouareverylateinsendingDivxwewillhaveaverybiglossasitishappeningwithDAV-1313atthismoment.I’llbewaitingforyourcommentsonthissituation.

与我们沟通谈判的客户一般都是采购经理，负责产品进口，所以是行业里的资深人士，对行业里产品的情况也了如指掌。延期交货对于客户来说是比较麻烦的事情，所以客户通常也会和供应商谈条件。比如，如果延迟交货，将要求供应商支付罚金，并明确规定在合同里。实际业务操作中，，如果市场价格变化过大，客户可能会要求降价，甚至取消订单。这也说明，及时交货对出口商的必要性。

AsIexplainedtoyouherebelowweneedyoutoconfirmthatyouareavailabletopay0.04%ofpenaltyforeverydayyouarelatefromdeliverydateyoudeclaredonLetterofCredit.ButIneedyouwriteitdownonPIandsendrevisedandsignedPIfromyourside.

UnfortunatelywemustbecarefulbecausepriceofDivxdecreasesteadilyandifyouareverylateinshipmentwewilllosemoney.Sorrybutwehavealreadyhadabadexperiencelikethat.Ihopeyoucanunderstandmyposition.Divxisnotrightproducttohandlebecauseofunstableprice.

AwaitingforyourrevisedPIandhopingtohaveyourunderstanding.

延迟交货在某些行业里是常有之事。对延迟交货，客户提出罚金也是无奈之举，一方面可以有效地保护自己的利益，另一方面也是警醒供应商要按时交货。延迟交货的原因有很多，对于个人来说，也要锻炼对这方面问题的处理能力。对突发的，意想不到的事件，都要有一定的承担能力和解决问题的能力。为客户解决问题，为公司解决问题。

HowareyouWishyourweekendwasverywonderful.

Regardingdelayedshipment,wellnotedyourcommentsaboutthetermsofpenalty.Iunderstandyouthepromptshipmenttokeepourgoodandsmoothrelationship,andenlargecooperation.

Regardingshipment,wesuggestthat40daysuponL/Candartworkconfirmed.Butpleaseallowanotherperiodfortolerance.Whentheshipmentdelayedmorethan15days,0.04%interestwillbedeductedperdayfrompayment.Asyouknow,wehavemanymaterialsuppliersatourside,aswellasmanyunstablefactorstoo.Wethinkwecouldconfirmthispoint.

要理解客户对延迟交货开罚金的要求。在合理范围内，也努力争取对自己有利的条件。有理有据，不要让客户觉得太突然。

Wellnotedyourcomment.

SinceIneedanexactdeliverydatepleasedoyouagreeasdateonJanuary5thPleasegivemeanexactdatetoputonL/C.

ThedateonJanuary5thisOKtoputonL/C.Butforthisorder,wemaynotallow1%sparepartsanymoreaswediscussedfromthebeginning.YourotherinstructionsareOK,wemustfollowthem.

Thereisonlyonethingopen.Surelythatyoucouldconfirmmebackfornospareparts.

2.在很多行业里，都会向客户提供1%的免费备品。这是一种优惠政策，也是一种销售方法。就像我们平常在超市里买东西一样，商家会提供一定的赠品，以此策略来增加销量。

3.1%的备品，通常也可以视作谈判的条件。比如，由于销售单价非常有竞争力，不能再降价，但是为了达到客户的目标价，不再提供免费备品。如果需要提供免费备品，卖家一定会把单价提高一些。因为羊毛始终出在羊身上。

PleasesendmerevisedPIinwhichyoucancelorderforspareparts,butalsoaddthatyouwillengagetopay0.04%onthewholeamountofthePIperdayincaseofdelayindispatchingthegoods.

I’msorryforthatbutDivxmarketisveryhardandcompetitivemarketinItalyandit’sveryeasytobeoutthepricebecauseofdelays.

AfteryouhavebeenrevisingthePII’llsendittoyoubacksigned.

Awaitingforyourcomments.

1.客户也肯定了订单没有备品。这也符合一开始谈订单时的情况。谈判比较顺利！有些客户比较难缠，不是很干脆，如果碰到这样的客户，有时候也没办法，也只能同意客户的要求。因为小恩惠通常也会让客户欢喜不已。来日方长，求的是以后更多的订单，更大的合作。

2.客户也陈述了当地的竞争非常激烈。行业竞争无处不在，同行业的出口商也多如牛毛。至于怎样在行业里取胜，除了优惠的价格，上乘的质量，还需要细致的服务和一点人情味。用心培养一个客户，认真对待一个客户，无论是对于公司或者自己来说，都是值得投资的。

3.订单落实之后，一定要快速跟进订单的细节，以免节外生枝。引起客户重视，也是工作的基本态度。

ThankssomuchforPI.

Pleasebenotedthataccordingtoyourwritingarateof0.04%willbedueafter15daysfromdeliverydateonL/C,butIreallysorrytotellyouthatIcangiveyouonlyoneweekmoreofdelaybutnot2weeks,plsrevisethePIandwrite“7daysfromdeliverydate…”.PleaserevisePI!

I’mverysorryforourstrictness,butwehavehadtoomanybadexperiencesinimportingDVDorDivxwehavealwayslostmoneybecausemyprevioussupplierssuppliedthegoodstomeverylate.

Ireallyhopethatyoucanunderstandourposition.AnywayI’msureeverythingwillgoverywellandthereisnoneedthatyoupayfordelayshipment.

1.生意的谈成和条件总是相互的。只要是条件就会有解决的方法。面对客户的罚金要求，已经尽力谈到最好的条件了，为避免一些不可抗力的因素，客户答应可在规定的交货期后推迟7天再计算罚金。交货期限比较合理，罚金要求也不过分，我们也只有同意。

2.客户对待罚一事，语气比较客气。最后双方达成共识，一起理解按时交货，这样对双方都有利。

Sorryforthelatereply.AstodayIwenttofactoryforcheckingyourgoods.

RegardingPI,OK,wewillsendtherevisedsignedonetoyouhere.

ATTACHED!

由于一些原因推迟回复客户的时候，如果是因为跟进客户的订单或者帮助客户做某些事情，可适当地告知客户，让客户知道自己时时为他做事。这样可以让客户放心。这样的举动，也等于是向客户汇报情况，客户看到这样的邮件一定十分满意。

ManythanksforyourrevisedPI.PleasebenotedthatIauthorizeditandIhavealreadysentitbackbyfax.

Thanksforyourunderstandingandsupport.

PleaseletusknowwhenyouopentheL/C.Andpleasesendusthedraftcopyforconfirmationbeforeissuingtheoriginalcopy.

Awaitingyourfurthercomments.

2.为了确保信用证各项条款无误，一般情况下，在开出正本信用证之前都要求客户提供副本信用证确认。

1.延期交货在业务操作中是和罚金，降价，取消订单等后果联系在一起的。销售人员要锻炼应对这些难题的能力，争取最有利最有效的方法解决问题，将损失降到最低。

2.谈判过程中，切忌急躁。因为条件都是谈出来的，没有一蹴而就的神奇效果。结合实际问题去谈，让沟通变得有效才是我们追求的目的。

Sample2Solveproductproblemsonshipment

Afteryournewdelayintheshipment,customerissoupsetandaskingforanstrongcompensationinthepriceduethenewdelaywhichcausedthembigproblemsintermsofstockandmarketingcampaign.Ifwedon’tcompensatethem,thiswillbethelastorder.

Iaminaverydifficultpositioninfrontofmycustomer,sopleasesupportme.

SopleaseinformASAPthecompensationforthiscurrentorder.

Fernando

DearFernando,

Thanksforyourkindinformation.Ihavemarkeddownyourcommentsthoughitisalittletoughforme.StillIwoulddomybesttostrugglebetterserviceforyou.

Regardingthisorder,wehavepressedourfactoryalot.Buttherewerestillsomeunexpectedfactorsexistedandhappenedsuddenly.Soitcausedsomedelay.Wealsohopewecouldmakedeliveryasearlyaspossible.Asitwouldnottieupthecapitalandwecouldinvestagainsoon.Unfortunately,wealsomustfacemanyfactories,asthematerialscannotsupplyintime.Wehavenootherchoiceaswell.Fromtheverybeginning,wehaveallowedthebestpriceforthisorder.Sorrytoinformyouthatnowanyadditionalpaymentwouldbebigburdenforus.Astherearemanymanyworkersservinginourfactorynow.

TheproductionwillbecompletedonSep.25th,wewillcatchthelatestvesselthen.

Wishwecoulddobetterforyouinthenearfutureandfulfillyoursatisfaction.

DearElian,

IthinkyoumustalsogetthemodificationreportfromSPD.Atthesametimeyourengineersmayanalyzeit.Fromourengineers,thesolutionisnotthebest,asitaddsmoremagneticloops,complicatedandcostincreasing.Itisnegativecompetitioninthemarketpromotion.

RegardingtheSTANDARDTECHNICALFEATURES,Ihavecometofactorytoconsultrelativeengineers,theyclarifiedmyconfusionthatthispointsaresimplyandeasilytoupgrade.Astheprevioussample,itissurethatitmustbeOK,whichconfirmedbyyoursideaswell.AndDVDmakingisourstrongadvantage,alsowearecautioustoyourgoods.Ontheotherhand,youmaygetsomeinformationfromyourengineersaboutupgrade.

Regardingtheupgrade,itisonlyupgrade,noneedtomodifyanything.Thereisanyvitaldefecttoimpactusage.Astheinspectionhaspassed,nowIthinkwe’dbetterfocusonthemainpoints,timeissotightened.YouknowwemustcatchthevesselclosingonMarch28th.Expectweekends,nomuchtimeleft.Butthereworkandre-inspectionstillrequiredseveraldays.Thereforepleasekindlytakealltheseintoconsideration.We,atoursidearealwayspreparingtodoourbesttofulfilltheshipment.

Awaitingyourfurthercommentssoon.

1.客户请验货公司验货后不通过或者有一些地方需要改进，最后判定待决（pending）。这样的情况时不时都会碰到，也是令人比较头疼的问题。

2.发现问题不能等。拿到检验报告之后，要充分了解这些问题的严重性，切忌冲动行事，而是要逐一分析并记录，胸有成竹之后向客户说明情况，分析问题的轻重。这些问题到底是什么样的问题，让客户更清楚地了解细节，方便他们进一步裁决。因为延误船期，有可能会造成意想不到的恶果。值得注意的而是，分析问题的轻重不是帮客户做决定。

Sample3DelayshipmentandL/Camendment

HowareyoudoingTrustyouhadagoodshowinCantonFair.Itwasgreattomeetyou.HopenexttimeyougetsometimetovisitusinShenzhenCity.

CanItalktoyouabouttheshipmentAsweconfirmthattheshipmentisonOct.30th—Nov.10th(40daysuponorderconfirmed).IntheL/C,thelatestshipmentdateisonOct.30th,wehopetocatchtheschedule,butweareafraidthatwecannotandwemayaskyoutorevisethelatestshipmentdatetoNov.15thforus.Butwewilldoourbesttomaketheshipmentalittleearlier.

Atthesametime,couldyourevisetheL/CexpirydatetoDec.10thSorryfortheinconveniencecaused.Weappreciateyourkindhelpverymuch.

2.第一次告知客户需要延期，一般只需要传递这个信息，必要时简述一下赶不上船期的原因，并告知将延期到什么时候。第一次不建议陈述太多的理由，因为这个时候任何理由对客户来说都是没有意义的。而是要先客户的反应，再寻求解决问题的方法。

Thanksforyourkindreceptionatyourbooth!

Firstofall,youconfirmedmetheL/CbeforeIconfirmedittothebankandthetimeaftertheorderwasright!

Second,I’marrangingyourshipmentwithanothersupplierinthesamecontainer.Soifyouarelatealsotheothergoodswillbelate!

Third,IneedtoreceivethesegoodsASAPsinceIhavetoarrangeitforChristmaspromotionsandthereisn’tsomuchtime!

Fourth,ifthesupplierdelaytheshipmentaftertherequesteddate,youwillpaythe0.004%ofthetotalamountforeachdelayeddayforthedamageyoucausetous!

So,IaskkindlytoproceedintimewiththeshipmentandreleasethegoodstoUPSwithinthisweek!

Please,Water,thisisourfirstbusiness,don’tstartwithdelayandconsequentlycauseourcustomerstocanceltheorderstous!

Ihopeyouunderstand.

1.对于供应商延迟交货，客户总是不允许的，因为准时交货对客户来说尤其重要。有一些客户是中间商，收到货物之后，他必须再把这些货物分批送给不同的分销商。所以他们比较看重准时交货。

2.延期交货，客户明确说明不接受，如果延期将有罚金。这是一个难题，但必须面对。

Thankyouforyourcomments.

Yes,weconfirmedtheL/Ctoyou.Wehopefullycouldfulfillitontime.Itisgoodforustoo.Butsometimesmaterialspurchaseandproductionarrangementisalittledifferent.Wearesorrytocausetheinconvenience.Aswetalkedtheprojectsforalongtime,andfinallyweconcludesomedeals.Wevaluethechancetocooperatewithyou.YoualreadyvisitedusinBerlinShowandCantonFair.Wehopeyoucanrealizeoursincerityforcooperationandnowweneedsomesupportfromyouforthisshipment.Trustme;wewanttodobetterforyou.

AsperyourPOtoUPS,theshipmentdateisOct.30th—Nov.10th.WejusthopetocatchthevesselbeforeOct.30allthetime.Butthedateisoutofourcontrol.WehopetocatchitbeforeNov.10th,butnotlaterthanNov.15th.SotheshipmentmustcatchtheChristmasseasonforsale.ItwillarriveatearlyDecember,ormiddle.Ithinkyoucouldhaveenoughtimetodeliverthegoodstoyourstores.SowekindlyaskyouhelpustorevisetheshipmentdatetillNov.15th,andexpirydatetillDec.10th.

Forthepenalty,pleasedon’tcountitonusanymore.Butforyourcominglargerorder,wecouldcoveryouwithabestoffer.Andmaybesomesparepartsalso.Thankyouforyourkindunderstanding.

Lookforwardtoyourcommentsoon.Thankyou.

1.客户不接受延期，第一步主要还是以解释为主，陈述延期的理由，合作的诚意和付出的努力，以此软化客户的强硬要求。一般情况下，客户经过数次的攻击，都会答应要求。

2.对客户提出罚金的问题，正面对待。以后续的订单为由，提出给予优惠的承诺，以此来解决问题。以后的订单只是一个方法，所以不必顾虑以后会怎样。如果可以，适当给予一些优惠也是应该的，因为帮助客户，也是帮助自己。客户高兴，订单增多，自己的业绩就会上升。

Aftermanydiscussionswithmyfinancialdept,IcanacceptjustifyougivemeadiscountofUSD0.5foreachpiece.

Unfortunately,youknowtheUSDdollarsisgoingmoreandmoreupandwerisktoloseourordersifwearen’tabletoconsignthegoodsintimetoourcustomers!

IarrangedallthingsforyousoquicklytoavoidlateforChristmasperiod,Imeanmanual,giftboxandsoon!

YouknowtheChristmasperiodstartsattheearlyDecemberandourcustomershavetogetthegoodsinthestoreswithinthe1stweekofDecember,furthermoreyoucanimageinthatperiodhowmanycontainerarriveintheportandtheItalycustomsinthatperioddosomanychecksanditwilljustbeverydifficultforustoreachthegoodsintime!It’sforthisIaskyoutorespecttheshipmenttimesinceIcannotrisktolosemyorders.

Ihopeyouunderstand!

Regardingthisorder,wereallyallowedyouthebestoffer,L/C60days,nointerests.Butyoupromisedmetogivesome.And0.5%freesparepartsalso.ForUSDcurrency,asyouknowwealsohavetopurchasethematerials,thepriceiseventhoughforus,wepayRMB,butreceivedUSDbefore.AndnowourpaymenttermisL/C60days.Itmeanswehavetowaitformoretimetogetthepayment.Another＄0.5perpiececostdown,itisreallyimpossibleforstodo.Youknowwealsohavetopaytheamendmentcharges.Itishigh,ifwecanchoose;wedefinitelydon’twanttopaysuchcharges.Pleasesupportusalittle.

Iunderstandyoureffortstoapproveallfilesforustoguaranteethepromptshipment.AndweunderstandthatthegoodsisforChristmassales.Alsothereasonisforusalso.Wewon’tmeantodelaytheshipmentnottocatchthesalestime.Thereforewehopeyoucouldunderstandthebusyseasonatthisperiod.PleasekindlyamendtheL/Ctermsforustoarrangeshipment.

Aftersomanydiscussionwithmybossandmyfinancialdeptwecannotrisktolosetheordersandtoreceivethegoodsindelay!AsIjusttoldyouIhavetogiveyourgoodstomycustomersattheearlyDecemberforapromotionaloperation!Ihavejustcalledthemtoinformthemaboutthepossibilityaboutsomedelayandtheyjustaskedmetodeletetheordersfromnowsincetheyareafraidtonotreceivemorethegoodsintime!water,believeme,it’saverytroubleifyoudon’tarrangethegoodsintime,IcannotproceedtoamendtheL/CandIhavetogiveupthisorder!I’msorrybutthesituationisinthisway!

IwaitforyourfurtherconfirmationtoinformmyforwarderUPStonotwaitfurtherforyouandtoproceedtotheordersingleshipments.

Ihopeyouunderstandmyposition.

Thankyouforyourkindreply.Wehopetosolvetheproblemtoday.

Forthisorder,wewellunderstandtheyareforpromotionalsalesinChristmas.Wealsohaveotherorderstoo.

Forthedelivery,wereallyhopetocomplywithwhatweagreed.Butwehavetomakesuregoodqualityforyou.Surelytimeisalsoimportant.Butwedon’tmeantodelayalongtimeIhopeyoucanunderstandoureffortsonthisproject.

Hopeyoucouldhelp.Thankyou.

ThedeliverytimeisthedateyouseeontheL/C.I’mverysorrybutyesterdayIdiscussedalldayaboutthissituation.Andmybossandfinancialdeptdidn’taccepttheamendment!So,tryyourbesttorespecttheterms!

WereallywishtodoaspertheL/Cterms.Hopewecanunderstandeachotheralittle.Wehavetofindasuitablewaytosolvetheproblems.

TorespecttheL/Ctermsandtodobetterforyou,Idiscussedwithmybossagainandagain,finallywewillallowpenalty0.004%ofthetotalamountforeachdelayeddayaswhatyousuggested.Thisisthebestwecoulddo.

Hopeyoucanhelptosolvetheproblemofshipmentsoon.

AfteralotdiscussionIacceptthepenaltyandIhopeyouarrangethedeliverybeforeatleastNovember10th.Please,adviseUPSintimesotheycanbookthe1stvesselintimeforyou!OnMondayIwillarrangetheamendmentforyou!

IhopeIdon’treceiveyourgoodsverylate,itshouldn’tbeverygoodtostartbusiness!

ThankyouforyourkindhelponthelatestshipmentdateandL/Camendment.

Surewemustmaketheshipmentassoonaspossible.Wedon’thopetomissthechanceforpromotion,too.

1.面对客户的拒绝，耐心解释是关键。一般情况下，客户都会为你的耐心所打动。因为这个行业的情况几乎都是如此。即使客户发怒，也只能无奈接受。因为客户已经拿了订单，他不可能失信于他的客户，而且通常情况下，客户自己也有一个宽限期，如果不是太迟，客户都是会同意的。

2.值得注意的是，要留住一个客户，按期交货是必须的。对于客户和对自己公司都是信誉的保证。价格优惠，质量过硬，服务一流，就会客流如云！如果确实由于某些不可抗力的原因引起延期，必须多与客户沟通，争取以最低的损失解决问题。

3.文中，多次与客户周旋，因为是远期信用证付款，信用证一旦过期，客户完全有理由拒绝收货不付款。如果在不改证的情况下出货，对于我们来说风险不可想象。所以在出货之前必须要客户改证。

4.如果不接受客户的要求，客户不同意改证并取消订单，这批货将成为库存，需要另找销路，这也是一个头疼的问题。所以在面对客户的难题时，坚持以最真诚的态度去谈，希望得到客户的谅解和支持。如果经过一番较量，客户的态度已然强硬并最后通牒取消订单，或采取不回复邮件的举动。在这种情况下，为寻求进展必须采取折中的办法，综合考虑问题的轻重，勿因小失大。