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将外贸服务做到极致来打动客户

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做外贸的心得,做外贸的看过来

问:“你觉得你们的优势是什么?”

有很多人回答了同一个观点:“我们的服务做得很好。”

那么反问:“你的服务到底好在哪里?”

这时候大多数人开始侃侃而谈,说一堆废话,没有一点实际作用。

在这拼服务,拼专业的年代,如何在外贸业务中将服务做到极致呢?要说把服务做到极致,那么必须要“落地”。

“落地”一说从何而来?我们所谓的质量好,价格好,服务好。那都是挂在嘴边的噱头,无非是我们想让客户给我们下单。想做国际贸易,仅凭一张嘴,一封邮件,和一套说辞是远远不够的。因为中国供应商数以万计,你会说的这些话大家都会说。而我们又如何证明我们的服务真的好呢?好在哪里呢?

1)说到做到

我发现很多人特别喜欢对客户做一些承诺,包括我自己在做业务的时候,也喜欢夸下海口,明知道这批货根本就在规定的时间内交不出来,也大声喊着,可以做,可以做,只要下单,什么都好办。结果真的下了单,那么就完了。在跟客户的交流过程中,切记不能随便承诺,不然会造成非常不好的影响,我们可以做什么,可以尽多大的努力,这些我们都要表示清楚。

As per your request, we will have to try our best to complete as soon as we can.

2)提前打预防针

跟开车一样,一个路口有阻碍物,我们要先做一个预判,看看是否能过得去这个地方,不要一股脑埋头往前冲,这样只会撞到或者碰到。做外贸也是这样,我们要把可能发生的一些情况告诉客户。或者真的是在过程中发生了一些特殊情况而耽误交期,我们一定要提前告知客户,好做准备。

时间比较紧,与客户要求的交货时间特别赶,那么我也可以提出先空运一部分的建议。

May we have serval boxes airfreighted first in case there will be any delay?

生产中出现问题,我们也要将问题及时与客户提出,并且沟通,找出解决方案。

I am sorry to tell you that our production met some problem when producing another customer’s xxx. I am afraid there will be 3-5 days delaying of your production, do you think that will affect your launching time?

3)及时更新

我们千万不要做收到款项以后就不说话,等到快交货才找客户。对于这样的外贸人,是让客户很不放心的。我们要在第一时间给到客户更新,任何一个步骤都是在建立我们的信任。我们要对客户负责。直到客户收到我们的样品或者大货的时候,我们才能稍稍松一口气。

I am pleased to inform you that we have completed the first stage of your order, please find attached production photos for your reference, hope you will like it.

We will have all xxx completed next week and I ll send some production photos to you early next week.

Please find attached pictures, here we have packed everything well.

We are ready to move all xxx on the sea latest xxx, and I ll have my forwarder to contact you asp.

I am happy to inform you that the goods is approaching your port, hopefully you will have it this week.

4)售后服务

客户收到货,不代表我们的事情就做完了。我们还有很多事情需要去沟通的,需要询问客户是否满意我们的产品,是否下一次还有兴趣跟我们继续做,客户对我们产品有什么建议或者是评论。多长时间进行一次沟通比较好?

Hope you have well received xxx. Could we get any feedback on your end?

What do you think of our products?

Hope you really love them.

Wow, thanks for your nice comments and I am really happy that you love them. What time do you think will we move on the next order?

这几点仅仅是一方面,真正的做服务是要落到实处的,而不是给客户说好话,卖梦想,拿出最实际的,让客户感受到,这才是王道。

附文:面对一封询盘里客户提出多个问题,你怎么回答?

很多时候,当你与一个新客户第一次合作的时候,他们会通过询问你一些有关产品的问题,来测试你是否是一个合格的供应商,通过你的答案来判断你是否具有相关国际贸易的知识。搜索微信公众号名称:外贸充电站,一键关注,收获惊喜,为你的外贸职业生涯添砖加瓦。

一、Question: Can you tell me how many different types of plastic your company manufactures

如果你对答案并不确定,你可以这么回答:

We have many different types of plastic and many manufacturing processes, the exact technical details I will need to check for you. Give me some time and I will check with my colleagues and get back to you.

当你不知道某些问题的答案的时候,你可以回复客户你需要一些时间来寻找问题的答案。而错误的回答方式是:

I am not sure of how many different types of plastic we manufacture, but I know that we make many different types.

当你与一个新客户第一次合作的时候,需要尽量避免使用“我不知道”,“我不确定”之类的语句和词汇。

二、Question: Do you think you are very competitive compared to other factories that make the same product as you do

你可以这样正确回答客户:Yes, we have a strong advantage over our competitors. We are currently upgrading software for our computerized machinery and we are always on the market for new and improved technology, both in our machinery and our manufacturing process.

This will enable us to have very good competitive prices now and even more in the future.

这是一个非常专业的回答,客户对于这样的答案会感到很满意,因为他们获得了他们想要知道的准确信息。

但是当你不是很确定问题的答案时,你可以这么回复:

Hello, we have various quantities of computerized machinery in our factory. If you like, I can get you a full list and inventory of them and also their full capabilities. We believe we have an advantage over our competitors. Our customer service is excellent and you will see this if you decide to do business with us. We go the extra mile to take care of our clients and to ensure customer satisfaction.

如果你对于某些问题不是很确定,这是一种很聪明的回答方式。告知客户你们有很多电脑控制的设备,但是你需要查看以确保给出准确的详细列表以及每种设备的功能。

你们公司相比其他公司更有优势,因为你们可以向客户提供非常优秀的客户服务,你的客户一定很喜欢听到这点。你虽然只是侧面地回答了客户的问题,但是你同样给出了他们满意的答案。

对于很多不容易回答的问题,我建议你应该把客户曾经问过的问题整理出来,再加上一些客户可能会问到的问题,给出这些问题的答案。经常翻阅这些问题,更新问题和答案,这样你可以很自信地面对客户的询问(尤其是你的其他团队成员应该保持信息的更新)。有时候客户会通过电话、邮件或是即时聊天工具问你一些问题,无论客户以何种方式提问,你都需要给予最准确的答案。

如:

三、Question: How long have you been in this business

Answer: We have been in this business for 12 years this coming November.

特别说明到11月就12年了,说明你对自己公司历史很了解,自信准确。在回答一些与时间有关系的问题时,最好要给出最准确的时间,不要仅仅给一个约数,因为客户会更喜欢听到一个准确的数字。

四、Question: How many employees do you have

Answer: At present we have 138 employees. However during the busy seasons we hire an additional 30 to 50 people, depending on the work volume at that time.

不仅仅告诉客户现有的员工数量,而且说明会在旺季雇佣额外的员工,客户会很喜欢这样一个很完整的答案,客户会感受到你的智慧和自信;人们通常喜欢通过一个问题获得更多的信息,因此你需要在你的答案中尽可能多地向客户提供有用的信息。搜索微信公众号名称:外贸充电站,一键关注,收获惊喜,为你的外贸职业生涯添砖加瓦。

五、Question: Are you a trading company or a factory

Answer: We are a factory, and we manufacture all our products and we also manufacture for trading companies. We are not a trading company ourselves. We can offer you factory direct prices, so it will be good for you to be able to offer good prices to your clients.

这是一个非常聪明的答案,向客户直接说明与工厂合作的好处,因为工厂可以向客户提供更便宜的价格,这个答案简洁明了。有的时候,供应商喜欢给予客户更多的解释,这样客户会感觉答案很冗长。如果你可以用很简洁的语句说明问题,那么请确保问题简洁明了。你可以说“接下来我会再一次回答这个问题,但我会给予更多的解释。”

六、Question: How big is your factory

Answer: Our factory is 30,000m2, including our warehouse, It is broken down into different sections, 20,000m2 is used for all our machines and high production, 5000m2 for finishing and painting of the products and we have 5000m2 of warehouse where everything being shipped from.

这是一个非常专业的答案,显示出供应商十分了解他们公司的情况。给出工厂的总占地面积,而且说明工厂被分为三个部分以及每个部分的作用,这都显示出供应商的知识和专业。

七、Question: What countries give you the most business

Answer: 48% of our business comes from the U.S, 20% from Europe, 12% from Canada, 10% from Australia and 10% from local areas. This changes from year to year depending on the country’s economic situation and depending on the orders and product development we do in these areas.We are always seeking to promote new business as well as seeking to increase the sales of our current clients.

看,这个答案充分显示出供应商对他们公司的业务情况了如指掌,甚至给出了不同国家业务所占的比例,非常令人信服。而且说明了供应商对原有业务的保持和新兴市场的追求,显示出供应商的开放。

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