邮件用语.docx

邮件用语.docx

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邮件用语

第三章日常客户维护

1.客户分类和归档

1.1客户分类（建立客户跟踪表）

A类客户

1）已经下单客户,经常翻单，并且订单量每年上升

2）未下单但是背景调查是优质大客户

3）客人卖点或者公司都占地面积非常大，都使用机械化机器来操作产品。

4）对市场有很敏锐的嗅觉能力，很清楚那些产品热卖并能顺利拿到订单.

5）下单之前都会到工厂做验厂或者拜访展厅.

B类客户

1）客人订单相对稳定

2）通常都有中国代理人员跟踪订单事宜.

3）一般都需要第三方或者代理验货.

4）需要和代理搞好关系，打探客人采购方向

5）如果是翻单，价格很难涨价.

C类客户

1）常常对自己要买的产品不明确，或者是新买手

2）经常时不时来询价，或者挑选新产品

3）一般愿意选择拜访工厂了解工厂才决定下单.

4）一个报价经常货比三家，甚至6家，选择最低报价工厂作为配合供应商.

5）订单数量一般不大.

D类客户

1）龟毛，每款都尽力砍价.

2）一旦要个样品或者报价，催的紧

3）脾气差，订单量小，爱催货。

4）对样品品质要求严格。

5）客户背景调查一般，一直在吹嘘公司有多大，年订单量多少，。

6）偶尔喜欢私下和业务聊天,人品不行的客户。

7）数量小的询盘客户

1.2客户跟踪

1.2.1新客户

1）开发新客户的准备工作

2）邮件

A开发信模板

主题:

ServeHighQualityCannedMushroomtoTESCO

TESCOSupplierofCannedMushroom/OASISFOODfromChina

ToJohn,PriceUpdateofCannedMushroom/OASISFOODfromChina

CannedMushroomFactoryforTESCO/OASISFOOD

OEMforCannedMushroom/USAmarket/ChineseFactory

AppropriatepersonforCannedFood/Chinesemanufacture

模板一：

DearPurchasingManger,

IamwritinginhopesoftalkingtoappropriatepersonwhohandlestheCannedVegetables.

ThisJulieYUfromOASISFOOD,featuresinCannedFoodfor10yearsworkingwithTESCOforcannedmushroom.

1,withHACCP,ISO,FDA,IFS,KOSHERcertificated

2,ourpartner:

TESCO,COLES,VICTOR

3,freedesignforlabelartwork,OEM&ODMisacceptable.

Hopewecanhelpeyouexpandyourproductrangeandgethighterrevenue.

Moredetailswillbesentaftergetyourshortreply.

模板二：

Topurchasingmanager;.

ThisisJulieYUfromOASISFOOD,cannedfishfactoryfromChina.

We’dliketoofferthenewestUSAmarketinformationandfishmarketdynamicstoyou.

OurcannedfishbeexportedtoUSAmorethan100containerseveryyearunder**,**brand.

Hopeyoucangiveusachancetobringmorevalueinformationtoyou.

Awaitingforyourshortreply.

模板三：

Topurchasingmanager;.

ThisJulieYUfromOASISFOOD,focusonCannedFoodmorethan10yearsworkingwithTESCOforcannedmushroom.

CouldyoupleasegiveusareplythatwecanupdatemarketpricesandnewsFYI?

BTW,we’llbeGulfoodfairinDubai.Willyourcompanycome?

B,如未查看邮件未回复，电话+换标题继续跟进

C,查看邮件但是无回复（标题中主题要换）

模板一：

Topurchasingmanager,

HopeIdidn’tbotheryou.

Ijustsimplywanttosendyouaquotationforyourchecking.

Wejustloaded10containerscannedmushroomtoAustraliathisweek.Kindlycheckattachedphotos.

Couldyoupleasesendustheproductsyouinterested?

Yourkindlyreplywillbemuchappreciate.

模板二：

Topurchasingmanager,

Sorrytobotheryouagain.Attachedfileisourcompanyinstruction-OASSFOOD.

Wealsoattachedaquotationlistofpopularsellingcannedfoodforyourreference.

SharingisFUN,pleasegiveusachancetosharethemarkettrendwithyou.

Anyreplywillbehighlyappreciated.

模板三：

Topurchasingmanager,

Sorrytobotheryouagain.

Wejustloaded10containerscannedmushroomtoAustraliathisweek.Kindlycheckattachedphotos.

Couldyoupleasegiveashortreplyandletusknowtherightpersonweshouldcontact?

Anyreplywillbehighlyappreciated.

（只要有回复就打公司电话找人表示感谢）

D客户回复不需要供应商的

模板一：

Thanksforyour

Plskindtoletmeknowhowweprovidevaluetoorganizationsimilartoyoursinnearfuture.

Ifpossible,ihopeyoucansendussomeofyourbagsforcountersmaplestocheckourservice,quality,workmanshipandpricealso,inorderforyourfutureordersaswell.

Anyways,thanksagainforyourdooropeningforxxandxxx.

Samehere,whetherwewillhavetheopportunitytoworkingtogetherornotinfuture,xxxdoorstarttoopeningforyourfromnowon.

Contactmeifanyquestionsyouhave!

Wecanhelptoreducesomecostforyouoroffersomesuggestionstomanufactureaswell.

Bytheway,weassignadedicatedaccountmanagertoyourteamwhowillresponsewithin72hourswhenalertedtoaproblem,addtoCC

Thanksandlookingforwardertocooperationwithyou.

Bestregard.

DearJohn,

Thankssomuchforyouremail.

WeunderstandyoualreadyhavestablesupplierfromChina.

Wedidn’taskyoudobusinesswithusnow,wewon’tbotheryoualot.

Justletusknowyourproductsdetails,andwe’llregularupdatepricesandmarkettrendtoyou.

Onemoreoptionforthefutureisnotaloseforyou.

Hopeyoucanopenthedoortous.

1.2.2老客户

1.2.2.1老客户不回复

1）之前下单的客人有段时间没消息

DearSimon

Howareu?

HappyChineseNewYear!

Longtimenoyournews,hopeeverythingisgreat touandyourbusiness.

We areso regretwehavenotmeetuinourbooth lastAutumnFair.

Anyway,Icollectallnewtopintheattachmentandpleasekindlyintroducethemtoclients.

Alsoitisourpleasuretodevelopsomenewstopifuneed.

Thankuverymuchforyourhelpandlookingforwardtohearingfromusoon~

DearSimon,

Howareyouandhow’sthesalessituationoflastorder?

Mackerelpriceincreased10%inlasttwomonth,andmaykeepincreasing.

Youcanplanfornextordersnowanddeliveryafter.

Here’sthenewprices:

Xxxxx

Awaitingforyourkindreply.

2）询问老客人已经下单的意向

Hello

Howareu?

Longtimenoyournews.

MayIknowhowissellingforourproducts?

AlsoenclosedsomepopularsellingproductswhichweshowedinFrankfurtshow.Youcantrythesedesignordouhaveanyideatodevelopnewdesigns?

Wewillbeappreciateyourearlyreply.Manythanks~

3）向老客人推销新产品

Dear

Howareu?

Wisheverythinggoeswelltou.

EnclosedsometableandchairpicturesforourEuropecustomerswhichareverynicepricesandthesavingspacepacking.

Ucanintroducethemtoyourotherclients,itcouldbepopularinUSAaswell.

Lookingforwardtohearingfromusoon~

4）.因为质量问题没再跟客人合作，一直联系他们都没回复

DearSteven,

Howareyou?

Wemadebigimprovementsincethequalityproblemcausedinlastorder.

1,Employnewfactorydirector

2,Add5QcworkersfortheSampleandMassproductiondept.

3,Settherewardsandpunishmentsformanagers.

4,Revisedfactoryauditstandard.

5,BICSarrangedbyourclientfromUSA-ABCin2013.

Ourproductsbequalifiedbyinternationalinspectioncompanymanytimesandclientsaresatisfied.

Nowwehaveenoughconfidencetobeyourpartneragain.

SincerelyhopeyoucangiveNewartonemorechancetocooperateagain.

Thanksalot!

Lookingforwardtoyourreply.

1.2.3拖延交期（数量小,且做工难）：

1.2.3.1提前半个月告知

Hi,

IamverysorrytoinformyoutheorderNA***willbedelayto****.

Firstlotrawmaterialqualityisnotqualified,weneedremake..

Andit’shand-madecraftitems,timecostingtodoaniceitem.

Sosorryforthedelayandwe’llmakesureyourproductsisperfect!

Highlyappreciateyourunderstading.

1.2.3.2延期告知Sorrythatgoodshavetobedelayedforonemoreweekbeacaue.....Butwe willtryourbesttoexpediteit.Thanksforyourunderstanding.

1.2.3.3月底船期比较紧张，要督促客户尽快订舱和下单

Dear,

HappyNewYear2017!

Ifyou/yourbuyerwanttoshipoutbeforeCNY,itneedtobooktheshiplineprior.Asperourexperiences,theshippingroomwillbelimitedintheendofthismonth.SocouldyoupleasepushthebuyerandlettheforwardercontactusASAP?

Wecanbooktheshipasxxx（日期）.Pleasekindlynote.Thanksforyourkindness.

Anditsincerelyhopewecandomoreandmorebusinessin2018!

Cheers!

B.regards!

催订舱：

DearSimon,

VesselswillbecrowdbeforeCNY（18-FEB.）,kindlyarrangebookingnow.

Thanks.

催订单：

DearSimon,

OurorderswillbeveryfullonJan.andFebbecauseeveryonewantsshipmentbeforeCNY（18-FEB.）.Andmaterialandfreightcostwillincreasedaybyday.

KindlyplaceorderASAPthenwecanarrangeyourordersinpriority.

1.2.3.4客户浪费很多时间，导致交期紧张

Iknowittakestimetomakedecision.Butcozofyourdelayin 

confirmationoforder,thereisonlylimitedtimeforproduction.Hastecauses 

problemseasily,pleaseunderstand.我知道你需要时间做决定，但是你每次确认迟，我们做货的时间就更有限。

匆忙赶货很容易出问题的，

HiSimon,

Weneed30daysproductiontomakesuretheproductsquality.KindlymakedecisionASAP.,otherwisewehavetodelaytheshipment.

1.2.3降价涨价邮件

1.2.3.1A）一定要让客户清楚，你在价格方面还是可以让步的，但是可能他也要对质量进行妥协。

We'llfurtherdiscusstoofferyoudiscountbutweareafraidthatthequalitymayhavetobeadjustedaccordingly.或weareafraidthatyouhavetocompromisethequality. 

B）梯级报价，备注数量决定价格

Remarks:

Unitpriceissubjecttothequantitychanges. 

第三种类型：

老客户，比较大的单子，但是他就是要和你死磕到底要你的最低价。

一个大单子客户肯定是货比多家权衡考虑的。

此时应该开会综合讨论后给出客户合理降价的幅度，同时要注意以下一些谈判细节：

①可以建议客户增加数量，可以从材料上入手，和客户解释目前材料无库存，再定材料的话，材料供应商有起订量要求。

②要求客户按照你们公司的付款方式来，有些客户会磨20%定金甚至要求尾款见提单才付清，或信用证只接受不可撤销，不做不可转让信用证，这些细节一定要在确保公司利益的情况下和客户前期沟通清楚。

③在交货期限方面，客户能不能接受。

可以从数量入手，和客户解释数量增加，货期相对要久一些。

或从材料入手，需要时间备材料才能生产。

新客户，他的地区你们已经有合作开的客户，可以这么回应：

我们正在和你们国家的最大的该产品的进口商合作.我们给他的也是这个价格。

Thoughcarefullyconsideredyourcounter-offer,weareveryregretfulthatwecan'tacceptyourprice.Indeed,wehavegoodcooperationrelationshipwithclientswhoarealsoinyourcountry.Theyimportitfromuseverymonth.Pricequotedisveryreasonable.Itcomesinlinewithprevailingmarket.标明当前报价很合情合理，符合市场行情。

数量少没办法降价

Youknowusforyearsandwealwayskeepcloseeyeonqualitycontrol.强调下我们合作多年，质量把关上会做足。

Consideringyourcurrentorderquantity500pcs,wecan'tofferyouanymorediscount.Thankyouforyourunderstanding.但是再次强调，如果是500个的定量，在价格上我们是不可能让步的了。

Thanksforyoursupporting.

1,Thesweetcornrawmaterialpriceincreasedusd40/ton,thatisusd0.125/ctn.

2.,Aboutthermbtousdexchangerate,whenweofferedyoudatedJul.18,2017,theexchangerateisUSD1:

RMB6.75,todayisUSD1:

6.70RMB,it'smeanusd0.03riseintheexchangerate.Andrmbwillkeepdropping.

ThereforethenewpriceisUSD4.255/CTN.Inordertoclosethisorder,wearewillingtobare0.055usd,sothefinalpriceisUSD4.20/CTN.

KindlycheckattachedamendedtwoPI.Pleasearrangethedeposittoday.Wewilltryourbesttoputyourorderinpriority.“

用数据分析给客户知道价格涨在哪里。

1.2.3.2环保问题涨价

A）Dear,

Ho