询盘回复基本技巧下.docx

询盘回复基本技巧下.docx

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询盘回复基本技巧下

在23天时间里，Buyer和Seller一共沟通了43次，Buyer共提出了两个需求：

一件婚纱和一件西装。

最后Buyer购买了一件婚纱，但没有购买西服。

无论是成功的婚纱购买经历，还是失败的西服购买经历，都能帮助大家总结经验教训，赢得更多订单!

　　2月25号小编已经这个一个真实的成功的订单询盘跟大家分享了，今天一起来看看这个敦煌网Buyer没有购买西服的原因。

　　失败篇

　　一、背景介绍：

Sophie在Nancy店铺帮助姐姐成功选购了一款婚纱后，在站内信中表达了要给自己的老公购买西装的意愿。

　　二、询盘正文和点评：

第七天

Buyer

HelloNancy,Pleasekindlycheckthissuitbelow:

isformyhusbandandheisquitetallat2meters（6"6）.Pleasekindlyletmeknow.Thanks.Sophie

Sophie想买一件男士西装给自己的丈夫

Seller

DearSophie,Nicetohearfromyouagain!

Wecouldcustommakethesuit,doyouwanttomaketheshirtaswell?

Orifyouneedthevesttomatchthesuit.Wearealwaysuseimportedwoolfabrictomakethesuits,andtheshirtismadewith100%cottonfabric.Andalso,doyouwantustoshipthesuitwithyoursisiter'sweddingdresstogether,itwillsavesomeshippingcost.Awaityourreplytodoublecheckthefinalcostforyou,thanksagain!

BestRegards,Nancy

Nancy的回复比较啰嗦，没有说到重点，反映出Nancy在男装方面可能缺乏经验，有一些不自信。

请大家注意，在回复询盘过程中，一定要明确客户要什么，回复时把握的要点是：

1.你要买我的这件产品。

2.为什么要买？

3.为什么现在就要买。

只要把握好这三点，大多数客户都会马上下订单。

Nancy的表现有失水准哦。

第八天

Buyer

Thatwillbenice,pleaseadviseonthegeneralcostsothatIwillfindawaytopayasap.remembertogivemegooddeals.thattheweddingdressshallbereadyasatandwhenagreedpreviously.Iwillaskmyhusbandtogethismeasurements,bothforsuitandshirts.TakecareSophie.

略过

Buyer

DearNancy,Iamwritingtoinformyouthatyoushouldproceedwiththeweddingdressandnotwaitforanysubsequentorders.Idonotwanttheweddingdresstobedelayedasaresult.Ifinanycasehowever,ifIpurchaseotheritemsandincidentally,youareabletoshipittogetherwiththeweddingdress,thenthatisfantastic.ThesuitandafewotheritemsonthebasketwillbeshippedtoadifferentaddressinLagosNigeria.Iawaityourfurtherconfirmation 

略过

Seller

DearSophie,Thanksverymuchforyourreply.Yeah,theweddingdressisalreadyontheproduction.AndwewillfinishitASAP.ThecostisUSD265withshippingforthesuitandshirt.Plsrestheartthatweareusingthetopqualityfabric.Andyouwillgetitmorethanwhatyoupay.:

）Plsrefertobelowlinktocheckhowtomeasure:

Awaityurreply,thanks!

BestRegards,Nancy

1.注意啦，注意啦，在回复询盘中，不要有类似“：

）”的符号，很不专业啦。

2.Nancy让Sophie根据测量图去测量尺寸，还是没有把握“要买、为什么要买、为什么现在就要买”的询盘技巧，Nancy你这是怎么啦，抓狂…

第十四天

Buyer

DearNancy,Thanksforshippingtheweddingdressontime.IamafraidyourpeoplecouldhaveshippedittoLagosratherthantheaddressIenteredwhileprocessingthepayment.ItshouldbeshippedtomysisteratEnugu......PleasecontactDHLasapandmakethisnecessarychange.Thanks.Sophie.

Nancy做好了婚纱，却将婚纱寄到Sophie的地址，而不是Sophie姐姐的地址，噢，粗心的Nancy，这可怎么办呢？

Buyer

Ifhowevertheyareunabletosendtotheaboveaddress,theyshouldsendtomynewoffice:

…….

略过

Seller

DearSophie,WeshippedtotheshippingaddressasbelowinfoandwedeclaredlowvalueUSD30assampledress.ContactName:

Sophie。

......Doyoumindtocontactyourlocaldhltochangetheshippmentaddressatyourside?

Andifweapplytochangetheshippingaddress,theywillchargeextracostfromus.Ourclientshaveevercontactedtheirshippingcarriertochangetheaddresssuccessfullybefore.Therewillbenoextrachargeforyou.Ifyouneedanyinfofromus,plsfeelfreetoletusknow.Awaityourreply,thanksagain!

BestRegards,Nancy

Nancy告诉Sophie打电话联系DHL更改地址，这样不用支付额外的费用，为了拿到婚纱，Sophie一定要配合。

Buyer

DearNancy,Thanksforyoururgentresponse.IhavecontactedDHLinLagosbuttheyaskedthatyousendthemanemailtothateffect.TheysaidIcannotchangeitmyself.YourpeoplefailedtosendittotheaddressIsupplied,thatmakesthemresponsibleforanychanges.Thatwastheirmistake.PleasedotheneedfulandcontactDHLtochangeit.Thanks.

Sophie打电话咨询DHL，得到的回复是不能自己修改地址。

Sophie有点不高兴了。

第十五天

Buyer

DearNancy,IamyettogetafurtherresponseontheDHLaddresserror/correctionfromyou.Yourorganisationisresponsiblefortheerrorandthereforeshouldbearthecostthereof.Iprovideddeliveryaddressbuttheywentaheadtosendittomyprofileaddress.Whywilltheymakesuchmistakeonaverysimpleinstructionandnowwillnotadmitthemistakeandtaketakeresponsibility.IwantthiscorrectedsoIcangoaheadtoorderthenextthings.Pleaseupdatemewhetherornotthiscanbedonebeforetheydelivertomorrow.Sophie

Sophie当天没有得到回复，第二天Sophie用更直接的语言表达了不满意。

Nancy没有第一时间处理Sophie的异议，和谐的气氛被打破了，非常可惜。

Seller

DearSophie,PardonformylatereplyandIamnotondutylastevening.Ihavecontactedtheshippingagent,theywillchargeUSD37forthechangefromourside.AndifyoucontactyourlocalDHLvia01-27......torevisetheshippingaddress,thereshoudbenoextracharge.Butplsmakesurethereceivernameissameasbelowordershippingaddress,itshouldebeyours.Secondly,wedidnotmakemistakeontheordershippingaddress:

Onyourorderinfo,theshippingaddressisasbelow,whichissameasweshipped:

ContactName:

Sophie…...Attachedisthescreenprintfromourorderinfo.Awaityourreply,thanksagain!

BestRegards,Nancy

Nancy的回复。

这里提醒大家对待客户的问题要有同理心，体谅客户着急的心情，毕竟跨国网购的购物流程更长、更复杂，里面有各种突发情况和不可控因素，做好预案很重要，给客户做好解释和安抚更重要。

Buyer

IwillcallDHLtoseewhattheysay.Thanks.

略过

Seller

Okay,dearSophie,Ihavecheckedthattheaddressesareinthesamecity,theyshouldnotchargeyoucost.:

）Goodluck,Nancy

略过

第十六天

Seller

Again,dearSophie,WeaskedforthedhltelephoneinNigeria,itis01-…….Plstrytocontactthemthere.Awaityourgoodnewshere.Thanksandbestregards,Nancy

略过

第十八天

Buyer

HelloNancy,IhavemadethenecessarychangesandDHLhasdeliveredthedress.Ihavenowenclosedthemeasurementofmyhusbandssuitsoyoucankindlytakealookatit.IwillbythisweekendgetmyownmeasurementsoIcangoaheadandorder.Pleasefindthemeasurementbelow:

1.NECK-161/2"2.SHOULDERTOSHOULDER-44"3.ARMLENGTH-37"X-LONG4.BICEP-40CM5.WRIST-21CM6.FULLBUST-34"7.ABDOMEN-34"8.WAIST-36"9.HIP-32"10.JACKETLENGTH-38"11.12.THIGH-28"13.KNEE-JOINT-21"14.LEGSLENGTH-46"Thisappearsalittledifferentfromhowmyhusbandusuallymeasureshissize.Hischestis44"x-long.pleasetakenoteanddonothesitatetomakeyourprofessionalviewsknowntome.Thanks.Sophie.

谢天谢地，Sophie搞定了地址修改，并且还测量好了她丈夫的尺寸给Nancy，多好的客户呀。

Seller

DearSophie,Thanksverymuchforyourupdate,thatisgreatthatyoureceivedthedressfinally.:

0Asperthesuitsmeasurement,doyouhavetailormeasureforyourhusband?

Itseemsthemeasurementareverystrange.Wouldyouplsgototailorshoptodoublemeasureagain?

Thatwouldbemuchhelpfulforustomakethesuitfithimbetter.Wewillwaitforyourdetailedmeasurementinfoanddressinfohere.Awaityourreply,thanksagain!

BestRegards,Nancy

Nancy建议Sophie的丈夫去专业的裁缝店测量尺寸，因为男装的尺寸确实很难测量。

同时，我们还是可以感觉到Nancy对做男装其实没有那么擅长。

第二十一天

Buyer

DearNancy,Iamsureheusedtheguidelinesformeasuringsuitsfromthiswebsite.IsthereanyparticularthingheneedstododifferentlyorareasfromtheonesIsubmittedthatisparticularlyambiguous?

Iamsureyouaretryingtohelpusgetitright;thanks.Youradvisewillbeappreciated.Sophie.

Sophie很信任Nancy，虽然在上一件婚纱的寄送地址上出现了一点小插曲，但是并没有影响Sophie买男装的决心。

其实大多数客户只要认准了一个供应商，就会很有耐心，不会轻易放弃的。

因为寻找和验证一个好供应商已经用了他们很多时间。

Seller

DearSophie,Thanksforyourreply!

1.NECK-161/2"2.SHOULDERTOSHOULDER-44"==toowidebasedonherchest.3.ARMLENGTH-37"X-LONG==toolong4.BICEP-40CM5.WRIST-21CM6.FULLBUST-34"7.ABDOMEN-34"8.WAIST-36"9.HIP-32"10.JACKETLENGTH-38"11.12.THIGH-28"13.KNEE-JOINT-21"14.LEGSLENGTH-46"Therearesomemeasurementincmandothersininches,Ibelievethattheremightbesomeconfusion.Wouldyouplsdoublecheckagain?

Awaityourreply,thanks!

BestRegards,Nancy

Nancy确认尺寸，这里Nancy将购物周期拖延的有点长，也没有用到“要买、为什么要买、为什么现在就要买”回复询盘基本要素，这一个订单很悬哦，Nancy。

Seller

Again,dear,Basedonhismeasurement,itseemsthatheisthinandtall,wouldyouplsadvisehisnaturalheight?

Awaityourdoublecheckingandfinalinfohere,thanks!

BestRegards,Nancy

Nancy还在碎碎念，好提Nancy着急啊。

第二十二天

Buyer

DearNancy,Yesyouareright,myhubbyisquitetallandexactly6"6tall.Heisthin（lol）butwithabroadshoulderandlargebonestructure.Hewantsthesuittobebodyfitted.Pleasefindthemeasurementasbelow:

1.Neck16"2.Shoulder2Shoulder-20"3.ArmLength-28"4.Bicep-151/2"（fifteenandhalf）5.Wrist-8"6.Fullbust-42"7.Abdomen-35"8.Waist-37"9.Hip-42"10.Jacketlength-35"11.12.Thigh-26"13.KneeJoint-20"14"Legslength-461/2"Ihopeyoufindthishelpful.Sophie.

略过

Seller

DearSophie,Thanksforyourrevisedmeasurement,Ijustdoublecheckedthatmostmeasurementhavebeenchanged,theyarereasonablenow.:

）Hopethisisthefinal.Doyouwantustomakethespeciallinknowortowaitforyourdressesinfotomakethecombinedlink?

:

）BTW,whenwillyouwanttoreceivethesuit?

Plskindlyletusknow.Awaityourreply,thanks!

BestRegards,Nancy

略过

第二十三天

Buyer

DearNancy,PleasegoaheadandmakethespeciallinkbutIwasexpectingsomediscount.ThanksSophie.

Sophie表示希望得到一些折扣

Seller

DearSophie,Thanksforyourreply,Ihavedoublecheckedthecost,verysorrythatwereallyhaveverylimitedmarginnow.Heisverytallandplskindlyunderstandthecostiforusisveryhigh.Theshippingcosttoyourcountryisveryhigh.Ifyouwillbuydresswithittogether,itwillsavesomeshippingcost.BelowIJustmadethespeciallink:

Plskindlycheckit.Thenthecolorisjustaspictureinblackcolorsuitsandwhiteshirt,right?

Awaityourreply,thanks!

BestRegards,Nancy

Nancy最终没有给Sophie折扣。

Sophie从此再没有回复和购买。

是不是有点遗憾，毕竟双方已经沟通了很久。

其实如果