如何跟蹤客戶(hù)(外貿(mào)函電)
一、買(mǎi)家詢(xún)盤(pán)為泛?jiǎn)査挟a(chǎn)品
詢(xún)盤(pán)格式通常如下：
We are interested in all your products, could you please send us more information and samples about your products and price list?
可參考如下模板回復(fù)：
Dear Sir/ Madam,
Thanks for your inquiry at Made-in-China.com.
We are professional supplier for plush toys at competitive price, located in Nanjing City, Jiangsu Province. Here is the attachment with some pictures of our products that may suit your requirements, for more, please check our website, and select the products that you’re interested in.
We have great interest in developing business with you, should you have any inquiries or comments, we would be glad to talk in details through MSN：XXX mails or any way you like.
(附件內(nèi)容可挑選一些公司主打產(chǎn)品)
客戶(hù)泛泛咨詢(xún)時(shí)，往往真實(shí)購(gòu)買(mǎi)意圖一般，除非其正好需要/感興趣您現(xiàn)在的產(chǎn)品或您挑選出的主打產(chǎn)品。對(duì)能給予繼續(xù)回復(fù)的客戶(hù)應(yīng)繼續(xù)重點(diǎn)追蹤，沒(méi)有回復(fù)的客戶(hù)則可以考慮不必花費(fèi)大量時(shí)間追蹤。
二、買(mǎi)家詢(xún)盤(pán)為針對(duì)公司具體產(chǎn)品發(fā)的詢(xún)價(jià)
此類(lèi)詢(xún)價(jià)目標(biāo)性較強(qiáng)，真實(shí)有效性較高，需重點(diǎn)跟進(jìn)。已經(jīng)根據(jù)買(mǎi)家詢(xún)盤(pán)內(nèi)容做出了具體回復(fù)，并同時(shí)報(bào)了價(jià)格，但買(mǎi)家沒(méi)有再發(fā)郵件過(guò)來(lái)。
建議可發(fā)以下類(lèi)似郵件提醒買(mǎi)家：
Dear Sir/ Madam,
Good morning!
For several days no news from you, my friend. Now I am writing for reminding you about our offer for item of XXX dated XXX according to your relative inquiry at Made-in-China.com. Have you got (or checked) the prices or not? Any comments by return will be much appreciated. （可根據(jù)客戶(hù)要求的產(chǎn)品加上自己產(chǎn)品的特色）It will be our big pleasure if we have opportunities to be on service of you in near future.
Looking forward to your prompt response.
（可將第一次發(fā)給客戶(hù)的郵件內(nèi)容附在郵件下方以提醒買(mǎi)家第一次郵件回復(fù)內(nèi)容。）
若過(guò)段時(shí)間，買(mǎi)家還是沒(méi)有回復(fù)郵件，建議可再發(fā)如下類(lèi)似郵件再次追蹤：
Dear Sir/ Madam,
How are you? Hope everything is ok with you all along.
Now I am writing for keeping in touch with you for further business. If any new inquiry, welcome here and I will try my best to satisfy you well with competitive prices as per your request.
By the way, how about your order (or business) with item XXX? If still pending, I would like to offer our latest prices to promote an opportunity to cooperate with each other.
如果連續(xù)三封郵件發(fā)出去之后買(mǎi)家仍然無(wú)動(dòng)于衷，基本證明買(mǎi)家可能對(duì)您產(chǎn)品/價(jià)格不感興趣或者由于其他原因暫時(shí)不需要您的產(chǎn)品，我們應(yīng)暫時(shí)擱置，將時(shí)間用在繼續(xù)尋找新的目標(biāo)客戶(hù)上。
當(dāng)然也有很多非常好的買(mǎi)家會(huì)被您的毅力感動(dòng)，回復(fù)告訴您一些關(guān)于產(chǎn)品進(jìn)展的情況，我們千萬(wàn)不可急于求成，而應(yīng)按照客戶(hù)的提示有針對(duì)性得去保持追蹤。
以下為幾種經(jīng)常收到的買(mǎi)家回復(fù)：
1.客戶(hù)收到跟進(jìn)郵件后，如果覺(jué)得還沒(méi)有對(duì)我們產(chǎn)品有需求的話，他/她一般都會(huì)說(shuō)以后聯(lián)系，不管怎樣，能讓客戶(hù)回復(fù)已經(jīng)不錯(cuò)了，說(shuō)明以后還是有機(jī)會(huì)的：
Dear，
I’m doing fine, thanks for your information.
I’m still in the planning of building my new house, due to the work constrain I decided to delay it first.
Anyway I will contact you once I decided. Thanks!
2.收郵件的人不是公司決策者
Dear，
Thank you! I received your email and I sent it to my boss. He didn't tell me anything just now.
I will contact you soon once got any news.
3.告訴您不及時(shí)回復(fù)郵件的原因
Dear，
I receive more than 10 offers every day and it will take me some times to look into each and every offers. I will contact you in the future if you are in our selection of companies.
Many thanks for your co-operation.
跟進(jìn)技巧：這類(lèi)客戶(hù)建議可通過(guò)發(fā)新產(chǎn)品介紹或者新報(bào)價(jià)的方式來(lái)保持聯(lián)系，相信時(shí)間久了成為您客戶(hù)的可能性還是比較大的。至少讓買(mǎi)家對(duì)您留有印象，即使暫時(shí)不需要您的產(chǎn)品，日后有需要的時(shí)候也會(huì)首先想到您。
4.可能暫時(shí)不需要您的產(chǎn)品，但會(huì)問(wèn)其他產(chǎn)品或者詳細(xì)咨詢(xún)一些與產(chǎn)品相關(guān)的問(wèn)題，如：
Dear，
Please excuse the delay in my reply.
I have been so busy searching through all the mails, concerning the plush toys project.
May I ask you, where you purchase your soft fabric for the toys? We have a customer who is interested in this subject.
In the coming days, I will reply concerning some samples.
跟進(jìn)技巧：這樣的客戶(hù)就要根據(jù)公司的實(shí)際情況來(lái)回復(fù)了，建議不管能否幫得上忙都能給些回復(fù)和建議，暫時(shí)不能成為客戶(hù)也可以先做朋友嘛，至少他問(wèn)的是與您產(chǎn)品相關(guān)的問(wèn)題，中國(guó)有句俗話“多個(gè)朋友多條財(cái)路“”，特別是生意上的朋友！
5.想借機(jī)刺探軍情的
Dear，
Sorry for the late reply. I will get back with you later.
I am very busy at the moment. If you have US customer as reference, that would help a lot.
I am not here to steal information. We use reference in US to generate trust, just like you have "connections" (friends) among Chinese.
跟進(jìn)技巧：
應(yīng)對(duì)這樣的買(mǎi)家，如果公司在US地區(qū)有關(guān)系較好，規(guī)模較大的老客戶(hù)，不妨挑選兩個(gè)介紹給他/她，這樣很能顯示您的實(shí)力。但回復(fù)之前還是應(yīng)根據(jù)公司具體產(chǎn)品在這個(gè)地區(qū)的推廣情況來(lái)做妥當(dāng)回復(fù)，站在買(mǎi)家立場(chǎng)多思考其詢(xún)問(wèn)的真正目的，一般簡(jiǎn)單告知公司名稱(chēng)即可，謹(jǐn)慎透露對(duì)方聯(lián)系方式。
如果在US地區(qū)沒(méi)有客戶(hù)，可以多介紹一些其他國(guó)家的客戶(hù)來(lái)顯示公司實(shí)力，同時(shí)向買(mǎi)家暗示我們?cè)赨S地區(qū)還沒(méi)有合作伙伴，如果您和我合作，將會(huì)幫助您開(kāi)發(fā)整個(gè)US市場(chǎng)。
6.討價(jià)還價(jià)
Dear，
Thanks for your reply, I have received your quote and I am currently looking through all of the quotations that I have received. Currently your prices aren't the best but your products are very good. If you could make your prices more competitive I am sure we would be putting an order in with you very soon.
跟進(jìn)技巧：可根據(jù)具體價(jià)格情況回復(fù)客戶(hù)，或通過(guò)詢(xún)問(wèn)客戶(hù)訂單量大小來(lái)做可能范圍內(nèi)的讓步。
總結(jié)：
對(duì)于有效詢(xún)盤(pán)，我們一定要保持跟進(jìn)。買(mǎi)家每天都會(huì)收到很多Offer，市場(chǎng)競(jìng)爭(zhēng)很激烈，如果我們不跟進(jìn)，買(mǎi)家很有可能會(huì)忽略我們。跟進(jìn)過(guò)程中，更重要的是細(xì)細(xì)體會(huì)各種可能的原因，積極采取相應(yīng)措施，激發(fā)、把握買(mǎi)家購(gòu)買(mǎi)意圖，達(dá)成合作。
另外，我們建議，跟進(jìn)郵件的發(fā)送時(shí)間宜選擇在星期二到星期五期間，星期六、星期日最好不要進(jìn)行這樣的跟進(jìn)郵件（特別是主動(dòng)的業(yè)務(wù)開(kāi)發(fā)郵件）。因?yàn)樾瞧谝簧习嗪螅蛻?hù)的郵箱里往往會(huì)充滿(mǎn)了需要處理的工作郵件，人們常常會(huì)沒(méi)有時(shí)間或耐心仔細(xì)閱讀此類(lèi)業(yè)務(wù)開(kāi)發(fā)郵件，機(jī)會(huì)從而也會(huì)大打折扣了。
