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1、如何高效回复询盘如何高效回复询盘与即时沟通与即时沟通刘江刘江Linda自我介绍自我介绍19961999年年东莞市毅力集团有限公司总公司东莞市毅力集团有限公司总公司(港资企业港资企业)生产部经理生产部经理20012003年年广州可欣饰品厂广州可欣饰品厂(台资企业台资企业)业务业务部经理部经理兼厂长兼厂长2004-至今至今深圳市恒特尔实业有限公司深圳市恒特尔实业有限公司恒特尔恒特尔(香港香港)实业有限公司实业有限公司总经理总经理展会经历：展会经历：2009年年香港湾仔香港湾仔LED灯照明展灯照明展如何高效回复询盘什么是回盘？回盘有几大要素?回盘-就是我们收到客户询盘后给客户的答复回盘的五要素：标题
2、，称呼，正文，附件，结尾。回盘五要素的重要性标题-决定客户是否会看你的邮件。称呼-客户能感受到你是把他当朋友还是陌生人。正文-决定客户是否有兴趣回复你。附件-决定客户是否有机会能看到它。结尾-决定客户是否能在以后和你取得联系。我们应该怎样去写标题？一个好的标题是能让你的邮件在客户众多邮件中脱颖而出的。例如：产品名称，客户公司名称，产品名称加单价.标题不要空白，会被误以为是垃圾邮件，会被直接删除。也不要使用中文字符，以免在客户端出现乱码，不能识别。标题不宜太长。什么样的称呼会比较合适？邮件一般使用非正式的文体，因此称呼通常无须使用诸如“DearMr.Jack”之类的表达。可以直呼其名，或使用头衔
3、加上姓，如“Jack”orMr.Jack.什么样的正文能让客户产生兴趣回复你的邮件？正文无须太长，应言简意赅。正文表达要有内容，如客户提到的产品要求，单价等等，应尽可能详细给他什么样的附件客户有机会能被打开？很多附件客户可能会打不开，所以也看不到，像ECXEL,WORDetc.附件应该尽可能以图片或者PDF方式添加附件名称应该与正文提到的附件名称相符。什么样的结尾签名比较合适？结尾签名的设置：姓名，职称，公司名，地址，电话，手机，传真，邮箱，网址，MSN，也可以把公司的LOGO加入签名。注意以下两点：电话和传真应尽可能避免使用同一个号码。网址如果没有，应注明website:underconst
4、ruction.Photoshop基本处理技巧案例示范即时沟通什么是即时有效沟通?我们是怎么和客户进行即时沟通的？你是怎么做的？如果我们能有效及时把握住客户和订单，如果我们能有效及时把握住客户和订单，这就是有效即时沟通。这就是有效即时沟通。日期日期:2010-08-05Tina:(14:46:35):Hello!Pleasecontactmeifyouneedphonescreenprotectororotherproductsscreenprotector.Wewillgiveyouthehighqualityproductsandbestprice.Thanks!Linda:(15:12:
5、24):hiyes,weneediphonescreenprotectordoyouhaveitTina:(15:31:30):yes,wesellitTina:(15:36:08):maylaskyouwhichbrandwouldyoulike?Linda:(15:38:38):iphone500pcsTina:(15:39:07):whichstardard?Linda:(15:39:48):3gs?订单-我们是怎样失去的？案例分析Tina:(15:40:45):whataboutmaterialandprice?Linda:日期日期:2010-08-06Tina:(13:30:37):
6、Hello!Thatiphone3Gsscreenprotecteruhavebought?Linda:(13:48:01):yesTina:(13:48:59):ok,tanks!Linda:(13:49:39):howmuchisyoursTina:(13:51:10):Differentkindofmaterialhavedifferentprice!Linda:(13:51:27):cheapestYoushouldtellmewhatyouhave!她现在才问我，已经是第二天了哦。不觉得有点晚了吗？我不是笨蛋呵Tina:(13:52:05):LetmehavealookTina:(1
7、3:56:15):About1RMB/PCSLinda:(13:56:45):whatsmaterialofthis日期日期:2010-08-06Tina:(14:02:34):CrystalclearLinda:(14:05:16):IseethanksyourpriceistooooooooooooooooohighTina:(14:06:21):really?ldontthinkso.whataboutthepricethatyoubuy?Linda:(14:08:06):0.5rmbTina:(14:08:40):whatsizeitis?Linda:(14:08:52):IPHONE
8、SIZE不熟悉价格！找价格竟然花了4分钟注意：又隔了一天才回！通常客户报的价格比他的目标价稍低些。唉，又在问同样的问题。Tina:(14:09:15):iphonehasmanydifferentsizeLinda:(14:09:15):WITHPACKAGINGNo,onlyonesizefororiginaliphone3gsTina:(14:11:25):mabyelseethewronglistTina:(14:17:24):whatdoyouthinkaboutthequalitythatyoubuy?Linda:(14:18:57):IhavetogotalktoyoulaterT
9、ina:(14:19:22):okTina:(14:20:58):Ifyouhavebulkorderandwithoutpackagewealsocansupply.日期日期:2010-08-09Tina:(09:56:20):Hello!Todayismondaythefirstdayofthisweek.Goodluckforyou!Linda:(09:56:38):thanks真的要大批量的货，才可以拿到这个0.5RMB的价格吗？订单-我们是这样成交的案例分析日期日期:2010-08-05jack:(21:36:22):hilindaLinda:(21:36:27):hijack:(2
10、1:36:32):howareyou?Linda:(21:36:51):fine,thanksjack:(21:37:54):okisawthepictures?howaretheprices?Linda:(21:39:01):3g/gs,unitpriceis0.23for500pcs3g/gsmirror,unitpriceis0.4for500pcs给客户多种选择，让客户自已做决定。jack:(21:39:27):ineedthemirroroneokifwetakethenormalonewithnomirrorhowmuchdeliveredalltogether?Linda:(21
11、:40:36):shippingcostisUSD99Thiscostisfor500pcsjack:(21:42:23):thepostagesoundsabitexpensive.areyousureshippingisthatmuch?becausetheweightisnotmuchLinda:(21:42:44):yes,itiscorrectIhavecheckedit快速准确的核算成本给客户，很重要。jack:(21:42:55):okjack:(21:44:18):canyoumakealistingformeorjustgivemethelistingofanyoneyouh
12、aveandthenwecanadjusttheprice系统消息系统消息(21:46:35)因为网络原因因为网络原因,对方可能没有收到你的消息对方可能没有收到你的消息whatdoyoumean?.Linda:(21:46:35):whatdoyoumean?jack:(21:47:39):Imeanjustmakealistinginaliexpressorjustgivemethelinkforanylistingyouhave,thenibuyit,thenyouchangetheprice,thenipay如果由于网络原因没有发送的信息，要及时再次发送Linda:(21:48:09):
13、ohlikelasttime?jack:(21:48:57):yesisthereaproblem?butyoudonthavetomakealistingandthenwaitoneday.allyouhavetodoisadjustthepriceofanylistingyouhavealreadyitiseasyLinda:(21:49:47):ifyoupaybyaliexpress,wehavdtoaddaliexpressexpensiethistime,isitokey?jack:(21:50:50):linda.lasttimeitoldyoutothinkofthesethi
14、ngsbeforeyoutalkabouttheprice,butanyway,howmuchdoyouwantalltogether?Linda:(21:51:28):Ihavetofindouthowmuchforaliexpressfeedoyouneedmirroronefor500pcs?jack:(21:54:15):whydoyoumakeitsohardforme.justgotoaliex-pressandputinsearchscreenguard3gandseehowcheaptheyare.dontmakeittoohardforme.itoldyoulasttime,
15、iknowthatmaybeicanbuythemcheaper,butijustwanttodealwithonepersonsoidonthaveheadache.pleasejustgotoaliexpressandseehowcheaptheyaretheyhaveitfor27centsfreeshipping.theypayfeestoo，theyhaveitfor27centsfreeshipping.Linda:(21:55:36):Yes,whatyouwanttometodo?Linda:(21:56:06):Igiveyougoodqualityproductsifyou
16、wanttocheap,cheap,andcheaper.IhavenoideawhatIshouldtodo客户有点不高兴了跟我一起学会装无辜吧jack:(21:57:05):okgivemethecheapestscreenguard.itoldyouiwillgivethemtocustomersforfree,theywillgowiththecoversforfreeLinda:(21:57:24):thisischeapestprice0.23ischeapestjack:(21:58:18):iknowthat0.23isnotbad,butifihavetopay$99ship
17、pingandthenyoursellerfees,thenitisbadformeLinda:(21:58:38):Ididnttakesellerfeesitisaliexpresstakeitifyoucanpaybywesternunion,wedontneedtoaddsellerfeesandwesternunioniseasyforusLinda:(22:00:07):youknowsmallorderandsmallmoney,itisnotreallymakemoneyareyouokey?jack:(22:02:49):Ihavetothinkaboutit.iamsorr
18、y.yourcoverswereverygoodandthepricewasgood,andshippingwasfine.butnowthisscreenguardsaregoingtocostmetoomuchithink.ineedtothinkaboutit.iwillletyouknowtomorrowifineedthemornot咬住价格不放找合理的理由客户有几分钟没有说话，他一定是在思考。别让客户想太久！Linda:(22:03:25):well,wearefriends,right?doesntmatterforme,itissmallmoney,butwebothneedf
19、riendsandtrustismostimportantIlikeyouwhenyoureceivedgoodsandconfirmedtome,IamsohappytodealwithyouLinda:(22:04:40):andIdidgiveyou5starswhenIsawyouconfirmedmygoodsandwegotyourmoneythismorningmybosssohappythatsgoodforuskeeprelationshiplikethisjack:(22:05:17):wearefriends,andiwilldealwithyoulater,butthi
20、sscreenguardsidontknow.icanseethemonaliex-pressfor27and28sentsfreeshippingwithEMS.andidontknowhowtheycandoit,ifyoucant先拖住客户，不要让他等到明天再去处理，以免产生变故。Linda:(22:06:01):ok,noneedaddmorealiexpressfeeforyou,Iwilltalktomyboss,andweshouldkeeprunningthebusinessareyouhappy?youdontneedtobelivethemLinda:(22:07:57):
21、didyouseemymirrorscreenguardpleaseacceptitjack:(22:10:47):itisnotonlyaboutthefees.ificanbuythesamescreenguardyouhaveinthepicturefor500pcs$148includingshipping,whyshouldipayextra$75fornothing,iamtalkingaboutthenormalone,notmirrorLinda:(22:11:08):ok,thatsenoughformeIdidmybest必要时可以采取折中的方法，把握订单要紧！引导客户重新
22、注意自己的产品客户其实也不自信了。不要太宠着客户了。jack:(22:12:10):letmeseewhaticanfind,andthereisnotmuchdifferentfromyourprice,theniwillcomebacktoyouevenifihavetopayabitextra.butasicanseenow,itisbigdifference.idontwantyoutosellitifyoudontmakemoneyhonestlywearefriends,butjustgivemesometimetobesureiamdoingtherightthingbecaus
23、eididntexprecttheshippingtobesoexprensiveLinda:(22:12:48):noproblem,takeyourtime,Ididenoughforthisjack:(22:12:50):andsorryagain,ifiwastedyourtimeLinda:(22:12:58):IdontwanttoyoupayextramoneyIdidmybestforyou,reallyLinda:(22:13:47):7KgtoaustraliaitisUSD99ItischeapestpricebyDHLIgottheweightbymyselfitisc
24、orrectweightandprice客户说了这么多，证明他对他自己的价格并没有信心。坚定自己的立场很重要。偶尔站在客户的立场说说话，会让他感动的哦！再次提醒他一下，我们给他的是最好的价格。jack:(22:14:31):whataboutEMS?Linda:(22:14:36):moreexpensiveIdidmanytime,DHLismorecheaperthanEMSjack:(22:20:07):dontworryaboutthescreenguardsfornow,ifineedthemagain,iwilltellyousoonandiwillnotarguewithyoua
25、boutthepriceandsorryaboutthetimewastingreallysorryLinda:(22:20:33):ok,noproblemjack:(22:21:38):Iamverysorrylinda,wehavetostayfriends,wewilldealinotherthingsforsureLinda:(22:22:04):noproblem,myfriendjack:(22:22:56):okthanksiwilltalktoyoulatergoodnightLinda:(22:23:11):ok,goodnightjack:(23:12:58):linda
26、areyouthere?Linda:(23:13:11):yesIamherejack:(23:14:54):listen,Iamgoingtosleepnow,butpleasejustmakealistingformefortomorrow,500pcsnormal23centplus99shipping,shouldbe215usdright?Linda:(23:15:41):okjack:(23:16:22):smileLinda:(23:16:42):byejack:(23:16:43):okiwilltalktoyoutomorrowandyouwillgivemethelinkL
27、inda:(23:16:57):okjack:(23:17:05):whatiswrongwithyou?unhappy?Linda:(23:17:16):No,IamokeyDontworryaboutme,goodnightjack:(23:17:38):noreasontogetupset,wearefriendstakeiteasyLinda:(23:17:46):yes,wedojack:(23:17:47):ihaveabigheadacheLinda:(23:17:51):why?jack:(23:17:52):nothingisworking.lifeishardLinda:(23:18:04):yes,thatstruejack:(23:18:10):)jack:(23:18:10):)Linda:(23:18:28):)课程回顾如何高效回复询盘回盘五要素怎样写标题如何正确使用称呼怎样写正文附件应注意事项怎样写结尾Photoshop基本处理技巧如何即时沟通达成交易共勉相信自己是世界上最棒的销售员！Thankyou，seeyounexttimeLindaQQ:969932527
