00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Unit 1 Establishing Business Relations

建立貿(mào)易關(guān)系

內(nèi)容簡介

獲取客戶信息的渠道有很多種，但主要的渠道包括以下幾種，比如國內(nèi)外的展會，B2B 網(wǎng)站，搜索引擎，朋友介紹等。無論這些信息是如何獲取的，目的都是與客戶取得聯(lián)系并成功地向他們銷售自己的產(chǎn)品。要與客戶建立貿(mào)易關(guān)系，成功的銷售產(chǎn)品，這要求我們要十分重視第一次與客戶的聯(lián)系。通過郵件聯(lián)系，向客戶展示自己公司的實力和優(yōu)勢，促成合作。

1.Self introduction

Dear Sirs,

This is Water from SHV Company. I’ve been working in DVD field for more than five years. Hope that I can serve you with my professional experience from now on. Please feel free to study our offer as below.

First of all, I would like to introduce you some information about our factory. SHV Company is a professional manufacturer in producing Portable DVD Player, covering 7’, 8.5’, 9’, 10.2’. And SHV got the supports as below.

Staff Number: over 300

Production lines: four lines

Monthly capacity: 60,000pcs

Quality control: FCC, CE, EMC, CCC, RoHS

Factory management: ISO 9001 International Quality Management System and ISO14000 International Environment Management System

Markets: xxx from Spain, xxx, xxx from Italy, xxx from Germany, xxx from Ukraine, xxx from Bulgaria, xxx from Russia, xxx from Israel, xxx from Iran, xxx, xxx from India, xxx from Middle East, xxx from Paraguay, xxx from Panama, etc.

Now I would like to offer you the fast sale item with best price for your reference first.

Model: Item A701, 7’ swivel screen with TV tuner, USB＆Card Render

Offer: FOB Shenzhen US$50

MOQ: 1000pcs

Samples and more information are available for your study anytime. We appreciate your kind reply soon.

We are looking forward to our cooperation in near future.

Best regards,

Water

1.第一次主動聯(lián)系客戶，介紹自己在行業(yè)內(nèi)的經(jīng)驗和成績。讓客戶產(chǎn)生信心。

2.介紹公司的產(chǎn)品和實力，以增加客戶信心。

3.根據(jù)客戶所在國家目前銷售產(chǎn)品的情況，向客戶推薦適當?shù)漠a(chǎn)品。

4.報價時要包含產(chǎn)品的重要信息。比如產(chǎn)品的主要功能，報價條款，價格，訂單起訂

量等。

5.最后，提出合作的愿望。

2.Contact customer after the fair

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Sample 1

Dear Sirs,

Thank you for your kind visit at our booth 3.2F18 during Canton Fairs. This is Water from SHV Company. I hope you could feel free to study our offer about Portable DVD Player.

SHV Company is a professional manufacturer in producing Portable DVD Player. The products are spreading the countries and regions including Asia, Europe and America, products covering 7’, 8.5’, 9’, 10.2’. We’ve been investing US$38 million to set up a high-tech industry zone named SHV Technology Co., Ltd in Zhejiang Province, which covers 82000 square meters and 200000 square meters of building. With our strong R＆D and workmanship. Believe we can become your good partner and friend.

According to the memo during Canton Fair, we would like to list the following offers for your record.

Model: Item A903, 9’swivel screen with TV tuner, USB＆Card Reader

Offer: FOB Shenzhen US$50

MOQ: 1000pcs

Samples and more information are available as requested. We appreciate your kind ideas about our cooperation..

We are looking forward to our initial cooperation soon.

Best regards,

Water

1.參加展會是很多公司選擇推廣產(chǎn)品的一種很重要的方式。在展會之前，通常都要向所有

的老客戶和潛在的客戶發(fā)邀請函。這也是向客戶展示實力的一次機會。通常邀請函都會做成圖片的形式，方便發(fā)送給用戶參考。內(nèi)容包括：參展公司名稱，參展日期，展位號，主展產(chǎn)品等重要信息。

2.展會之后，聯(lián)系客戶時提及展位號，客戶更容易憶起自己。

3.開門見山地說明自己銷售的產(chǎn)品，容易抓住日理萬機的客戶的注意力。

4.簡短的公司和產(chǎn)品介紹可以讓客戶在短時間內(nèi)熟知自己的實力和優(yōu)勢，以拉近合作的距

離。

5.根據(jù)展會上的筆記，總結(jié)并正式向客戶報價。

6.最后，提出合作的期望。

Sample 2

Dear Claus,

It was nice to meet you in Hong Kong, and hope you had a good trip.

Thanks for your kind visit to our showroom. It’s a little pity that your schedule is so tight. If possible, we’d like to invite you to our office next time and show you around our three factories.

The follows are our meeting memo for your reference.

·For 5.1CH standard DVD player, US$21

·DivX version, add US$1 per set

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

·Nero function, add US$0.5 per set

For DVD-T and new project MD-2720, it is still under consummating. When it is completed, we’ll inform you immediately. Also we’ll arrange DVD-591/DivX-592 sample for your test.

Even though we met a lot of problems by first cooperation, now it’s OK and the second container will be dispatched next week. I think we can run more smoothly by the following days. Both sides know each other better. And also we learn a lot from your professional, cautious and serious working style.

I do hope you could share some of your proposals of our next step cooperation. Your ideas for our whole year plan will be helpful. Please try to offer me some minds, we’d hope we could expand our business, work more strategically, and support you by our best service.

Best regards,

Aaron

1.客戶通常都會參加展會，一方面是考察現(xiàn)有的供應(yīng)商，面談為了訂單的計劃，落實新訂

單的價格或者跟進進行中的訂單情況；另一方面獲取更多的產(chǎn)品信息，包括市場新價格，同類產(chǎn)品新的供應(yīng)商等。

2.展會后，對與客戶面談的內(nèi)容進行總結(jié)，主動給客戶發(fā)會議記錄。

3.再次提及洽談的內(nèi)容，更為詳細地說明這些內(nèi)容的具體情況。特別死關(guān)于樣品或者訂單

進行的時間等方面的確定。

4.進一步充實內(nèi)容。包括對彼此之間合作的評價以及對未來的展望，還有對客戶的操作方

式的了解等。對問題點到即可，重點是展望合作和服務(wù)質(zhì)量的改進。

5.提出自己的希望，同時也提醒客戶，隨著合作的深入，將來可以為客戶提供更優(yōu)質(zhì)的服

務(wù)，以增強客戶的信心，這樣可以加深合作。

3.Enquiry from customer

Sample 1

Dear Julia,

I hope you are doing well.

My name is Marcelo. I represent R＆S Corp., from Buenos Aires, Argentina. We met each other at the Las Vegas’CES, last January. At that time we talked about your products. Actually we are WalMart’s Argentina traders, relating to DVD, DivX, DVD Recorder, Portable DVD and LCD TV. I remembered that during our meeting you informed me about some prices that were suitable for us. So, as this moment, I’d like to know your quotation of prices-FOB China-of the following articles, for WalMart’s Argentina.

DVD 5.1 full size

DVD 5.1 1/2 size with display

DivX 5.1 full size

DivX 5.1 full size with USB

This request is for WalMart’s order, which will be around 20000pcs of each article. Please, I’ll appreciate you will send me your products pictures and price. If those are different from the catalogue you gave me at the CES, or just let me know which catalogue’s articles you are quoting.

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Please answer me as soon as possible. Thanks a lot.

Hope to hear from you soon.

Best regards,

Marcelo

Reply to the above

Dear Marcelo,

Thank you very much for your kind enquiry to us. Your detailed company and market information impressed us deeply. Glad to see that there is a chance for both R＆S and Mizida in entering into some projects cooperation in near future.

Further to the enquiry, we would like to make you the offer as below. Photos are as attached.

DVD 5.1 full size, DVD-592, US$21, if with DivX, US$21.5

DVD 5.1 1/2 size with display, DVD-558B, US$20

DVD 5.1 full size with USB, DVD-602/561, US$23

The whole offer is upon FOB Shenzhen price.

And base on your potential quantity 20000pcs per item.

Wish they could meet your request.

We are ready to provide more information and samples as requested. We appreciate your comments and looking forward to working together with you soon.

Best regards,

Julia

1.展會之后或者是從互聯(lián)網(wǎng)推廣聯(lián)系得到的客戶，在一段時間內(nèi)沒有訂單，一方面說明由

于市場銷售和客戶的推廣計劃等原因，在當時確實沒有訂單需求；另一方面說明客戶當時已經(jīng)有較為穩(wěn)定的合作伙伴。但往往客戶也會將同等的供應(yīng)商列為參考對象，當有合適的產(chǎn)品或者新項目的時候，客戶將會主動聯(lián)系。所以需要不間斷地跟進，比如價格更新，產(chǎn)品更新或者是信息交流。

2.分析客戶的郵件。郵件中客戶陳述說明相識于何處，客戶的公司和產(chǎn)品介紹以及銷售的

場所，還有關(guān)于產(chǎn)品的規(guī)格等較為詳細的要求。這類有實質(zhì)性內(nèi)容的郵件，說明合作計劃往往較大。

3.回復(fù)郵件要根據(jù)客戶的市場特征，訂單數(shù)量，價格要求等，推薦最合適的產(chǎn)品，報最有

競爭力的價格?？蛻粢蚕矚g和實力相當?shù)墓竞献鳎枰a(chǎn)品質(zhì)量過關(guān)以及有競爭力的價格。

4.報價的內(nèi)容要清晰。比如價格條款，起訂量和相關(guān)的單價，產(chǎn)品的主要規(guī)格或者功能說

明等。這些內(nèi)容一定要清晰，不能模糊，以免引起誤解。并附上精美的圖片，讓客戶可以更直觀地選擇。

5.期望合作，表現(xiàn)誠意和熱心。

Sample 2

Dear Sirs,

Thank you very much for your kind enquiry to us. This is Alice. From now on, I will help to follow up your orders and hope my 5 years experience and hard work can serve you better.

Regarding your enquiry, please find our reply as below.

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

1)Our products are fast sales in EU countries and America. Especially we already had

steady partners in those places. And the cooperation has been lasting more than 5

years.

2)Regarding American market, our customers prefer healthy sleeping, so they would

like to buy the mattress to protect their backbones. For example, memory mattress,

independent spring mattress, surely the reel mattress you mentioned is also fast sale.

Please refer to the attachments, I would like to introduce some suitable items for your

market

3)Currently our company is applying for the American prevailing rules CFR1633

which is standard fire protection and becoming effective in July 1st, 2007. As we

know that in Los Angeles they would apply for the standard fire protection rule

TB603. But now they upgrade to CFR1633. We think you might require for it, too.

Please refer to the CERTIFICATION as attached.

4)Payment term:

A)30% deposit T/T in advance, 70% balance T/T before shipment.

B)50% deposit T/T in advance, 50% balance by irrevocable L/C at sight.

5)Leading time: 15days upon deposit received

6)MOQ: 1*20GP, FOB Shenzhen

If you have any enquiry and need our help, please don’t hesitate to contact me.

Best regards,

Water

1.行業(yè)內(nèi)的客戶一般會比較關(guān)心產(chǎn)品的質(zhì)量，工廠產(chǎn)品的市場銷售情況，質(zhì)量認證書燈重

要方面。所以這些條件都直接影響客戶對工廠產(chǎn)品的認識。因為不同的市場，質(zhì)量要求是有區(qū)別的。歐美國家比中東等國家地區(qū)的要求會嚴格一些。

2.文中第一段體現(xiàn)個性化的服務(wù)。

3.第二段回復(fù)客戶的問題，著重突出優(yōu)勢和實力。

·有穩(wěn)定的客源，和客戶有超過5年的合作，充分體現(xiàn)公司實力和產(chǎn)品質(zhì)量的保證。

·分析最終消費者的實際要求和特點，體現(xiàn)個人的知識豐富，夠?qū)I(yè)水準。

·分析客戶市場對質(zhì)量的要求，展現(xiàn)公司的實力與時俱進。

·內(nèi)容環(huán)環(huán)相扣，回復(fù)圍繞客戶問題的同時，也向客戶說明了公司其他方面的操作程序，方便客戶更深入的了解。

Samples 3

Dear Sirs,

I am the purchase manager of Sound Master Company in South Africa. We are planning to import mattress. The quantity may be around 200 sets at the first time. And our boss Mike and I will visit China next month. We would like to talk to you in your factory. In order to get the visa from Chinese Embassy, can you send an invitation letter to us?

We are looking forward to hearing from you soon.

Best regards,

Anson

Reply to the above

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Dear Anson,

Thank you very much for your kind enquiry to us. My name is John. From now on, I will follow up your orders and offer best sales service with my professional experience.

Because we don’t have your ideas about target item, I would like to offer you some fast sale items in South Africa for your easy reference first. The details are as attached. We are also inviting you to visit our website at to know more details about us.

Regarding the invitation letter, we would like to share some information with you. Normally we have to submit application form and relative necessary information to our government for approval first. As we didn’t start cooperation before, the application period may be longer. In order not to affect your schedule, I would like to advise that if you have other business partners here, you’d better ask them to help you. So you may get the visa within one week. Please take our suggestion as reference. Surely we are pleased to apply for you if you need our help. But please send us the details about the people who will come.

To catch the visit schedule and run the business soon, shall we exchange some important ideas first? We may conclude some agreements before you visit in China.

We welcome your coming and visiting. And looking forward to our cooperation soon.

Best regards,

John

1.有些國家的客戶如果要到中國來訪，申請簽證時，需要工廠提供邀請函。邀請函的申請

需要相關(guān)政府部門提供詳細的資料，比如到訪人的個人資料，雙方之間生意往來的資料，包括發(fā)票，報關(guān)單以及工廠的營業(yè)執(zhí)照等重要文件。申請的程序比較復(fù)雜，申請的世界也比較漫長，需要一個月左右。

2.類似的詢盤，回復(fù)藥抓住重點詞語，比如“import mattress, visit China, invitation letter”突

出分析客戶的需求，以加快合作為目的，有針對性地回復(fù)和建議。

Sample 4

Dear Water,

We are currently looking to expand our product line including memory foam mattresses and pillows.

I will come to china next month. In the meantime, I would like to collect as much information as possible on prices and specifications.

Please advise us at your earliest convenience.

Best regards,

Michael

Reply to the above

Dear Michael,

We are glad to know that you will expand your business line on memory foam mattress ＆memory foam pillow. Believe we can serve you better and better in near future.

First, please refer to the attachments for your reference.

It is great that you will come to China for business. Please kindly arrange your schedule to visit our factory. We hope we can have a close talk face to face. Then we could show you our production lines and sample room. We are confident that if will make our cooperation smoothly.

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

Best regards,

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Water

1.客戶計劃擴展業(yè)務(wù)，對公司的產(chǎn)品表示感興趣或者看好公司產(chǎn)品的前景，表示要來訪中

國，并要參觀工廠。

2.針對這樣的詢盤，主要是分析客戶的目的和要求，抓住重點詞和主要意思。比如“expand,

Collate price and specification”。根據(jù)獲取的信息，有步驟，有的放矢地回復(fù)郵件。

3.在郵件中，對客戶表示出誠意，細致，同時要展示公司主要的實力，以增加客戶對公司

的了解，增強合作信心。

4.Take the information from other colleagues

Sample 1

Dear Maitance,

Good day.

Nice to contact with you. This is Echo from CABC (Hong Kong) International Industrial Limited. And it is my great honor to serve you in the future.

Our boss Mr. Jason, just came back from the MIDO SHOW, and I learned that you are interested in our swimming products. Here attached our updated price list for your reference. Also, please take your time to visit our website at for pictures and more details.

Mr. Jason had quoted you two models in MIDO, and here we list a gain as below for your easy reference.

Swimming cap: CAP800 USD2.0 (according to your quantity of 200pcs)

Earplug with strap: EP-200 USD 0.8 (including package)

Please contact us freely if you have any question. We are looking forward to building business relationship with you in the near future.

Best regards,

Echo

1.參加展會時一個公司推廣產(chǎn)品的重要渠道。但是公司的投入會根據(jù)實際情況而定。一個

公司的業(yè)務(wù)員一般都有兩個或者兩個以上，由于國外展會的費用較高，對于規(guī)模不是很大的公司，業(yè)務(wù)員參加展會的名額也是有限的。在展會之后，公司會把展會上取得的名片進行分發(fā)，每個業(yè)務(wù)員可以運用自己的方式去聯(lián)系客戶。

2.文中，首先說明信息來源，并向客戶表示友好。

3.在展會上，客戶或多或少都對公司進行了一番了解。由于自己沒有直接和客戶交流，所

以要有適當?shù)倪^渡，側(cè)重說明自己將會提供個性化的服務(wù)，讓客戶滿意。

4.提出合作期望。

Sample 2

Dear Marcus,

How are you doing? This is Water from ABC Company, Ms. Grace’s colleague. She already left the company some time ago. It’s been a long time no contact with you and your company. We are glad to contact you again about external battery pack for Mobile Phone and Notebook.

I would like to update you some latest model and new offers for your reference. We hope we can enlarge our business scale. Please find the details as attached.

Looking forward to hearing from you soon.

Best regards,

Water

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Sample 3

Dear Andy,

This is Tina, sales representative of ABC Electronic Company. Thanks for Eden’s assignment, I’m pleased to have the opportunity to contact you and take charge of our cases directly. Hope we can set long-term business relationship and expand business it the future.

Now I’m taking up your first order-2002 (DVD recorder), all the specifications and other details will be followed by me. Therefore if you have any problem, please feel free to contact me.

Further to your new order, please refer to the attachments for our quotations, we are waiting for your confirmation. Surely we will get a good delivery date for you.

Thank you for your good cooperation and your early reply will be appreciated.

Best regards,

Tina

1.對已聯(lián)系或者已合作的客戶，函電撰寫主要體現(xiàn)服務(wù)，不讓客戶感覺到突兀。

2.對暫時無合作，曾經(jīng)聯(lián)系密切，有郵件閱讀回執(zhí)的客戶要保持聯(lián)系，在某個特定的而時

間提醒客戶產(chǎn)品的報價，以及產(chǎn)品的市場銷售情況等。假如知道對方公司和自己公司生產(chǎn)的產(chǎn)品相符，要多參考客戶公司的網(wǎng)頁，根據(jù)網(wǎng)頁上的信息，不斷向客戶展開猛烈的“攻擊”。另外，適當?shù)碾娫捖?lián)系也是必須的，或者以傳真的方式，或者直接給客戶發(fā)郵件。嘗試不同的方式反復(fù)聯(lián)系，提高成功的可能性。

5.Contact customer by B2B web information

Dear Sirs,

I got your business information online. We would like to cooperate with you on CARDS，and become your good partner in near future.

With more than 12 years experience in manufacturing all kinds of PVC cards, paper cards, metal cards and smart cards in China, we’ve grown up into a main supplier in Italy, Germany, Sweden, France, Denmark and New Zealand etc. The daily output can reach millions of cards. Including PVC blank and printed cards, paper cards, scratch cards, magnetic cards, IC cards, game cards, gift cards, member cards, pokers, playing cards, metallic cards, phone cards, irregular-shaped cards, ATM cards, IC cards, ID cards, RFID tags etc. We welcome your ODM projects. All sizes and thickness can be done here.

We welcome your enquiries. Please visit our official website at . It will be appreciated that if someone from your company could contact me freely. My email is: water@.

Please let us become partners and start the initial cooperation soon.

Looking forward to hearing from you.

Beat regards,

Water

1.利用搜索引擎獲取客戶信息。首先，說明信息來源和目的。要直截了當，為客戶節(jié)省時

間，使客戶一看便知道自己是做什么產(chǎn)品的，如果客戶感興趣便會繼續(xù)看，或者作為考慮的合作對象，而不是視為垃圾郵件。

2.公司產(chǎn)品種類和市場情況的簡短介紹。表示可以滿足客戶的需求。

3.第一次聯(lián)系的人也許不是直接的對口人。提出如果有人聯(lián)系自己，也是一種很好的聯(lián)系

方式。

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

4.最后，提出合作的愿望。

§點石成金

一、第一次聯(lián)系客戶，無論是通過何種方式獲取客戶的信息，撰寫信函的時候都有一些

必須要引起注意的事項。

1.詢盤內(nèi)容各異。比如，有些客戶只是很簡單地詢問，請把你們的產(chǎn)品價格單發(fā)給我。針

對類似的詢價，對信息需要篩選，不能只是應(yīng)付式地回復(fù)產(chǎn)品的價格是什么。要主動建立溝通的橋梁，可立即回復(fù)一封詢問式的信函，表示已經(jīng)收到對方的來信，但有些地方不是很明白。比如你想了解他需求的產(chǎn)品的款式，數(shù)量，具體的要求。有來有往，形成互動溝通之后，后面的業(yè)務(wù)操作就簡便得多，也更易成功。

2.了解客戶，可以通過客人公司的網(wǎng)站了解，或者使用搜索引擎搜索。了解客戶來自哪里，

公司性質(zhì)，經(jīng)營的市場，主要銷售的產(chǎn)品種類等。了解這些資訊可以更有針對性地為客戶服務(wù)，起到事半功倍的效果。

3.信函回復(fù)。關(guān)鍵一點是報價，作為業(yè)務(wù)工作者不是報價員，所以不能只是簡短地報價。

在溝通中，客人也需要對供應(yīng)商有一定的了解。在回復(fù)詢價時，有必要對客戶關(guān)注的問題做一個簡明扼要的介紹。比如企業(yè)的基本情況，供貨能力，產(chǎn)品質(zhì)量控制，產(chǎn)品服務(wù)，企業(yè)研發(fā)和創(chuàng)新能力等。

二、個人素質(zhì)能力。

1.熟知行業(yè)內(nèi)的產(chǎn)品信息，對市場走向保持敏感性。了解競爭對手的情況。

2.保持一顆斗志昂揚的心。心態(tài)決定成敗，堅持可以讓一個人底氣十足。隨著一個人閱歷

的增加，更多的是心態(tài)的較量。

3.工作中保持緊張感。有壓力，必然有動力。

4.建立并擴大自己的影響力。產(chǎn)品銷售貫穿于每一個環(huán)節(jié)，包括內(nèi)部與同事和外部與客戶

之間的溝通，建立良好的溝通時做好工作的關(guān)鍵。

5.讀書充電，與時俱進。持續(xù)學(xué)習(xí)新思想與快捷有效的工作反方法。

Unit 2 Sample Charges

樣品費用

內(nèi)容簡介

樣品在訂單確認的過程中是至關(guān)重要的。做業(yè)務(wù)時，通常都會遇到關(guān)于樣品收費的難題。比如，有些客戶根據(jù)他們公司的規(guī)定，只愿意支付運費，有的甚至連運費也不愿意支付。對于業(yè)務(wù)員來說，如果免費給客戶提供樣品，需要在公司內(nèi)部申請并說明客戶情況，還需要領(lǐng)導(dǎo)核實審批，程序比較復(fù)雜，也有可能會被拒絕。如果需要向客戶收取費用，有些客戶比較爽快的愿意支付費用。但是有些客戶卻不愿意支持樣品費，所以需要深入溝通。對于工廠來說，如果給每個客戶免費提供樣機，這筆開支也是驚人的，有點不切實際；另一方面也不符合長期的戰(zhàn)略性的發(fā)展規(guī)則。但是是否收取樣品費這個問題，我們要區(qū)別和靈活對待。第一，如果產(chǎn)品有一定的貨值，要確定樣品都是需要收費的，在開始聯(lián)系客戶的時候就明確表明，努力爭取讓客戶支付樣品費用。第二，根據(jù)對客戶的評級以及其誠意和產(chǎn)品的銷售情況，可以考慮贈送一些免費樣品。因為樣品是打開大客戶大門的第一步。第三，如果樣品的貨價比較便宜，客戶要求的數(shù)量較少，可以提供免費樣品。

值得注意的是，如果客戶愿意支付樣品費用，則體現(xiàn)出客戶重視彼此間的合作，是非常有誠意的表現(xiàn)。這些客戶的成交率往往也很高，要重點跟進。日常郵件是交流和交換信息的主要方式，如果需要和允許，可用電話和其他即時溝通工具交替進行。對于那些藥了解樣品之后再開始合作的客戶，英適當給予產(chǎn)品的測試和市場考察時間。然后，針對客戶的反饋，

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

跟進訂單落實的世界。如果客戶提出改進建議等其他要求，要結(jié)合公司的實際情況，著重分析客戶的要求，整理出切實可行的方案，做到胸有成竹，有的放矢！

對收取樣品費用這個難題應(yīng)當如何與客戶溝通？如何引導(dǎo)客戶，讓客戶開心地埋單？如何讓客戶感覺到你的誠意和付出？如何讓客戶覺得和你合作是很愉快的？本節(jié)將一一分析。

Sample 1 Customer ask for samples to send by fedex

Dear Water,

Thanks for your email.

I’ve been checking with Wal-mart and I need you send me urgently by FEDEX the following items samples.

DVD592 W/DivX

DVD558B (They didn’t like the tooling, could you please offer me another?)

DIVX602 (They are interested in this one but without the card reader because tell me the price without the card reader?)

As soon as all of these is OK, I will send you our FEDEX account’s details so that you could send those and please also tell me when those will be ready to send.

It’s very important to know the percentage of RMA you will be sending, for because, for most of the items, Chinese products come with failures and Wal-Mart need to know in advance the said percentage.

Best regards,

Marcelo

Reply to the above

Dear Marcelo,

It is pleased to get your feedback. Thanks for your appreciations of our items.

Further to the samples, all of them are OK to send, but as a rule, we have to charge you first. That is a usual way to every customer. I think we could get your support and understanding, too. When the samples are ready, it is sure we could send you by your FEDEX account. Please kindly confirm me the samples charges. And I will send you P/I for payment remit immediately.

DVD558B is not your type, I would recommend you the offer one, enclosed the item DVD557B.

Regarding DIVX602, the model is always coming with USB and together with Card reader. We can not cut the Card Reader function only. Now we got many nice feedbacks about this item, would you try to promote and take that as additional function? It may be OK, too.

Regarding RMA, now the rate is 1.5%. Now the DVD player is very mature in our company.

Look forward to your further comments soon.

Best regards,

Water

1.一般情況下，客戶如果認同供應(yīng)商的公司和產(chǎn)品，在要求樣品時，會直接提出利

用他們公司的到付快遞賬號寄送樣品。

2.如果需要支付樣品費用，必須明確提出，在語言運用方面要體現(xiàn)誠心誠意，讓對

方愉悅地接受。無論對方是否一定支付，都先要假定對方會支付費用。

3.對對方提出的問題，回答之余也要有適當?shù)囊龑?dǎo)。因為每個市場對產(chǎn)品功能的要

求不同。但是由于產(chǎn)品本身的原因，有些功能是無法達到或者去除的，所以無法

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

百分之百達到客戶的要求。這個時候引導(dǎo)和說明尤為重要。

Sample 2 Customer refuse to pay sample charges

Dear Water,

This is the one of 7’ with analogue TV, right? Final price is $84 with battery included, right?

I need another sample in Spain.

BR,

Javier Ayllon

Reply to the above

Dear Javier,

Yes, you are right. The model mentioned by Fiona is with Analogue TV Tuner. The price is with battery also, 1800mAh Li-polymer battery.

Also it is OK to offer you the sample for test. But as a rule, we have to charge you the sample fee. Hope it is OK to your side. Sample charge US$90/pc.

Please confirm it, and I will issue the invoice for your reference later. Therefore I can send the sample to your Shenzhen office directly. We are quite near each other. If is easy for me to bring the samples there.

Looking forward to hearing from you.

Best regards,

Water

1.首先要肯定地回復(fù)客戶的問題，并說明細節(jié)，點到即可。主要是傳遞重要的產(chǎn)品信息，

讓客戶抓住重點。

2.明確自己的立場和做法，但是不讓客戶覺得只是針對他一個人，而是對所有的人都是這

樣的，沒有特例?！癆s a rule”，這樣的問題俗稱五星級詞組。因為考慮到有些客戶不愿意支付費用，還可以適當加一些帶希望的表達，如“hope we can get kind support from you”。因為是對方在和你溝通，這里強調(diào)“你，你們”比較貼切。而這里為什么寫“It is OK to your side”而不寫“to you”？因為把對方看作一個整體，比較正式。

3.有機會表達自己可以通過相關(guān)服務(wù)的時候，就要適時說出。讓客戶知道你能為他做事，

能幫他解決問題。這樣離成功會近一步。

Dear Water,

I am sorry but I can not pay samples as my company policy. Anyhow I will tell you that I will pay transportation fee by TNT. Our courier number is 123456.

Please send it to this address:

Xxx System S.L.

Poligono Industrial de Cabanillas

19171. Guadalajara (Spain)

Send it to my attention

If you want us to work with you, you will have to make an effort. Please take note that we do not want this sample to get profits, only for testing purpose, so it is necessary to test it to start working.

Thank you,

Javier Ayllon

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

Reply to the above

Dear Javier,

Thanks for your kind support to me first.

Regarding sample charges, I really hope we can find a way to move forward the project. It is honored for me and our company to work with you and your company. And be sure that we can start the initial order soon.

For the point of charges, I really hope you can do me a favor. We understand xxx is a big company, you have your own rules for samples. And I know the sample charges is a small monry. But we are a factory, it is not small money for us if we offer free samples to all customers. We believe it is fair for every customer to buy samples. And we got the support from other customers, too. Please kindly help us on this point. We must give you a better price then.

Javier, we definitely hope we can do more for customers and always do the best. When we start the cooperation and work better and better, believe we can offer you more and more. But now we hope you can do your part to pay the charges for samples. Shall we get your understanding and support?

Looking forward to hearing from you soon.

Best regards,

Water

1.對待客戶的拒絕，不必不知所措。因為這是我們每天都要面對的問題，客戶只是拒絕而

已，不是說完全沒有希望。文中，客人表示需求樣品，這是對自己工作的支持。一句感謝，輕松地久表達了自己的心意，以此開篇也很自然。

2.目標明確，就是說法客戶付款。所以必須情真意切。描述不羅嗦，也不能太簡單。羅嗦

了會讓人看得辛苦，太簡單了沒有體現(xiàn)出誠意。撰寫郵件不能遺漏需要轉(zhuǎn)告的重要信息。

另外需要注意的是，表述和單詞沒有拼寫錯誤，字體和顏色是大家常用的。甚至在郵件發(fā)出去之后再重復(fù)查看，如有不當?shù)牡胤?，記錄并在下次改進，一旦形成習(xí)慣之后，撰寫郵件所需的時間就很少了。

Dear Water,

I am sorry but I can not pay for the sample. I am really sorry. If you want me to test if please send it, if you can not do it, it is ok. We will try in the future.

Best regards,

Javier Ayllon

Dear Javier,

Thanks for your e-mail.

Can we try this, when you place the order, we will refund you the charges? As I guess nearly every company will request sample charges. We ask for sample charges only to wish the customer to care about our samples and we can seize the suitable chance to do some projects.

If the model is suitable for your market, we hope we can support you and fix it. When you become our stable customer, we can offer you more free samples.

By the way, if you think the sample charge is a small amount, are you interested in other models?

Looking forward to hearing from you.

Best regards,

Water

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

1.面對客戶的拒絕，不要輕易放棄，要時時保持信心和干勁十足。方法都是人想出來的，

適時地做一些努力，抓住每一個可能的機會，總是會有收獲的。即使一時無法合作，但希望還在。因為幾百萬甚至幾千萬的生意是需要時間去磨合才能成功的。

2.做進一步努力的時候，更明確地讓客戶知道自己的底線并適當做一些承諾。

3.再一次的建議，也是解決問題的方法之一?；谧约旱睦嬷希O(shè)身處地地位客戶

著想。這樣更易于達成合作。

Sample 3 Customer ask for more free samples

Dear Simon,

Thanks for your kind confirmation. We hope to confirm the deposit soon also. Please kindly send us the bank confirmation accordingly.

Regarding samples to ISI for test, we are arranging now. As per the order quantity, we could offer you 2pcs of free samples. It is the best we can do. And it is confirmed when we was talking about the order.

I will keep you informed the sample status any time.

Best regards,

Grace

1.收到訂金或者信用證是訂單最終確認的依據(jù)。客戶確認訂單之后，仍需要確認訂金的到

達日期，這樣有利于安排生產(chǎn)。

2.由于某些原因，有時候客戶會突然要求提供更多的免費樣品。但是訂單價格，數(shù)量等細

節(jié)已經(jīng)確認，對于這種情況，要了解清楚訂單狀況，部署策略，既不得罪客戶，也不讓公司難做。對客人來說，可能你不夠好，但還是可以接受的。對公司來說，也做到了在正常情況內(nèi)，而不是例外的。

Hi Grace,

Regarding free samples, we have confirmed 3pcs during our meeting. Now you changed to 2pcs. Please double check and confirm. We would like to get your good support and go on for more orders.

Best regards,

Simon

1.客戶有自己的要求和希望，他也想得到他希望的。要尋找適合的方法解決問題。

Dear Simon,

Regarding the points you mentioned, please find our reply as below.

Our boss only allowed 2pcs free. 3pcs is beyond our control. As we never allow any free sample for customer. But we can promise you that we can allow you one more piece for your repeat order. Let’s do it step by step. I do hope we could confirm this point.

Best regards,

Grace

1.有針對性地回復(fù)客戶的郵件，讓他明確知道結(jié)果。

2.建議和轉(zhuǎn)告公司接下來的做法。縱然有些承諾可能是虛的，因為這是以后的事情，但是

話要說在前面。因為要有一個可以讓人接受的理由。就像平常大家互相吵架一樣，要和好了，要有一個可以讓大家下臺的臺階。

00097外貿(mào)英語寫作寫作練習(xí),自學(xué)考試

§點石成金

1.訂單落實的過程涵蓋了各個方面，樣品洽談只是很小的一方面，卻至關(guān)重要。與之聯(lián)系

的客戶絕大部分都是采購經(jīng)理，每個都是精英，我們有機會和精英們打交道，也是很棒的。和精英們打交道，我們也不能經(jīng)常扮演配角。在開始時，可以謙卑地了解客戶的需求和實力。通過循序漸進的引導(dǎo)，從而扮演主角，主導(dǎo)合作，把握大局，步步為營，環(huán)環(huán)相扣。在有限的條件惜下，創(chuàng)造無限的商機，實現(xiàn)雙贏。

2.語言應(yīng)用。并不是說要注重一些偏僻冷門的詞語，而是通過用最平實，最能表達意思和

情感的詞語，就可以達到有效的溝通！客戶寫的郵件都很挑剔，我們對自己就更要有要求了。造詣修煉得高一點，這樣才能更好地為客戶服務(wù)，同時自己也收獲財富。一封寫得到位的郵件，確確實實可以增加成功的砝碼。一方面可以體現(xiàn)個人的專業(yè)水平，另一方面可以順利達成訂單。

3.在洽談的過程中切忌急躁?？蛻粢苍S咄咄逼人，但是方法總是有的，需要冷靜地對待客

戶的問題。想方設(shè)法為客戶考慮，為公司創(chuàng)收。

Dear Water,

Good day. Here is Echo from ETA (Germany), Shenzhen office. Thank for your products presentation.

We are interested in your products; please kindly fill in our quotation sheet here attached.

Any questions please contact me freely.

Br/Echo

Reply to the above

Dear Echo,

Thank you for your kind e-mail, showing interests in our products.

Could you let us know more details? Which item would you like most? We hope to talk by details. Please find the attached file for reference.

More information is available as requested. Looking forward to hearing from you soon.

Best regards.

Water

1.國外的客戶通常都有固定的報價單，或者是公司調(diào)查表要求供應(yīng)商填寫。內(nèi)容不盡相同，

產(chǎn)品報價單主要是針對具體的產(chǎn)品型號，而公司調(diào)查表更側(cè)重于對大的方面的了解，比如公司實力，產(chǎn)品特點，質(zhì)量控制等。這些都是客戶對工廠深入了解的一種方法。所以在回復(fù)客戶的郵件時，需要結(jié)合公司的實際情況加以描述。這也是向客戶展示產(chǎn)品，展示公司實力的一個機會，必須認真對待。

2.回復(fù)客戶的郵件，不能只是單純的回復(fù)。因為作為廠家，主要的目的是銷售產(chǎn)品，主動

向客戶介紹產(chǎn)品是必要的。在不明確客戶的需求時，要適當詢問。詢問的同時，還要向客戶提供更多的合作信息。體現(xiàn)出一種貼心的服務(wù)，而不是客套。

Dear Water,

Thanks for your e-mail.

Regarding this model we attached here, we need the price below USD9.5 for our market. Please check.

Thank you very much.

Br/Echo

Reply to the above

Dear Echo,