客人為什麼不壓我價？因為郵件中的這些“心機”！
每當客戶拋出一個詢盤，必定有十個以上的供應商回盤。
有沒有思考過一個問題，假設供應商A和B供應同一種產品，客戶為什麼選擇A而不選擇B。在業務員與客戶溝通的過程中，影響客戶是否合作的決定因素，在於專業性、態度和細節。
以下是筆者與南非一家專營數控機床刀具及服務的FCT 公司採購代表John合作的成功案例，主要溝通方式是郵件。筆者的每一封郵件都極具個性化，
2015年6月4日筆者在某付費平臺留意到客戶的RFQ (REQUEST FOR QUOTATION) 。客戶的需求很簡單，只有三個單詞"ALL ISO INSERTS”。系統顯示該客戶來自南非，考慮到南非的工業發展水準，抱著試一試的心態報了客戶的RFQ，獲知了客戶的公司名稱、客戶名及電子郵箱。郵箱是info@.....za.co，很顯然是開放郵箱。
開發信於2015年6月5日發出：
Dear John,
Good day! ABC Industry Co., Ltd here.
Tungsten carbide inserts (TURNING & MILLING) are our advantage products. Related tools can be supplied too.
APPLICATION: FINISHING/ SEMIFINISHING/ ROUGHING OF STEEL, STAINLESS STEEL, CAST IRON, ALUMINUM ETC.
Please get back to us for further detail.
Regards,
Ms Alice
分析：第一封開發信簡單明瞭，
郵件發出以後，客戶一直沒有回復。第二天，我在後臺及MESSENGER聯繫客戶，每隔一天給客戶發個問候，一直堅持到客戶回復郵件。
2015年6月11日，客戶回復郵件：
SUBJECT： Quotation required
Dear Ms. Alice,
We are a tooling company from South Africa and you made contact with us previously. I would like you test your products and add you as a possible supplier for us. Please can you give me quotation on the following:
TNMG 160404/08 TNMG220404/08
WNMG 080404/08 TPKN2204
I would also like to know the different grades, please quote me on your best grades available and a catalog of your products if possible.
Regards
John
Managing Director
FCT Tools and Supplies PTY Ltd
john@...za.co
+27 82 ******
分析：客戶回復的郵件有以下特點：
1.主題明確，要求報價並有意選我司為供應商；
2.客戶提到了具體型號，方便我判斷是否和經營的產品相匹配；
3.客戶的落款含公司全稱、客戶名、職位、郵箱（與RFQ聯繫的郵箱不一樣）、電話號碼（經核實是手機號碼，還是WHATSAPP 號碼）；
4.從字裡行間可以判斷該客戶的英語功底很好，應該受過良好的教育，郵件行文言簡意賅，給人感覺很真誠、踏實。
外貿圈的朋友都知道，得到客戶的回復，特別是正面的回復是一件多麼令人高興的事情。既然客戶起了頭，那後面的跟進就要謹慎仔細。
2015年6月12日，回復郵件推薦產品：
Dear John,
Thank you for your inquiry of June 11.
At your request, we are quoting you, subject to our final confirmation, see the attachment.
TNMG WNMG TPKN in various grades for steel, stainless steel, cast iron are recommended.
Brand: ABC (same quality as famous brands)
Grades chart is enclosed in order to have a better understanding on us.
Related inserts pictures will be forwarded for your reference in the next email.
Yours truly,
Alice
分析：客戶郵件中提到的型號是數控刀片的暢銷通用型號，基於被加工工件材料的不同，相匹配的型號也不同，每家製造商的牌號都有不同的代碼。快刀斬亂麻，我選了有庫存的型號給客戶報價，
John的郵箱，同時抄送至最初的info@郵箱。
亮點：為增加客戶對我司產品的印象，特意為這一個客戶製作了一個WORD文檔。把暢銷的產品和客戶詢價對應的型號的高清圖片附上供客戶參考，文檔5-6頁，總容量不超過3MB。
2015年6月13日，客戶回復郵件希望建立合作關係並指定產品型號：
Dear Alice,
Thank you for the information. We would like to test some of your inserts and then get the ball rolling with more orders. Thank you for the grade chart, it will help a lot.
For now I would like the following:
DNMG 150608 - High Speed, High Feed, Steel Grade (EN8) (MBC 252) - 200 off
DNMG 150608 - High Speed, High Feed, Steel Grade (EN8) (MBG 202) - 200 off
WNMG080408-DM MBC251 200 US$3.02 P10-P30 - 200 off
MGMN400 - High Speed, High Feed, Steel Grade (EN8) - 200 off
TNMG160408 - Ceramic Insert - 100 off
TNMG220408 - 47 Rockwell C, Uninterrupted Cut (Please make suggestion) - 100 off
Please forward a pro forma invoice with banking details. Our competitors are also TaeGuTec, Sandvik, etc.
Alice, we would like to build a working relationship with you and we are looking at building a brand other than the conventional inserts brands.
Regards
John
2015年6月15日，一切朝著好的方向發展，我回復客戶並報價：
Good day, John.
Carbide inserts (CVD/PVD coating), for finishing, semi-finishing and roughing steel, stainless steel, cast iron are our competitive products.
We would like to recommend inserts according to your request.
Specifications of the most similar part with MGMN is attached too for reference.
At the beginning, trying samples (in stock) first is highly recommended.
Regards,
Alice
分析：客戶有意測試某些型號，我按照要求推薦型號並且優先考慮庫存。在郵件中附上報價表，重點內容在郵件內文點到即止。第一印象就是最後的印象（the first impression is the last impression）。在跟客戶推薦樣品的時候，一定要非常細緻，需結合客戶的具體需求進行推薦。看似簡單的推薦過程，其實需要業務員過硬的產品專業知識。
另外，關於單位片、個、件等，英文裡通常是都是用PC(S)。數控刀片的單位片(PCS) 印度客戶喜歡用NOS表示PCS，而南非客戶則用OFF。
2015年6月17日，客戶回郵希望下樣品單：
Hello Alice,
Thank you for your reply. Please forward me an invoice for the in stock samples (20 of each) for testing purpose. I'd like to place the order and get the samples as soon as possible so we can test them and proceed from there.
Regards
John
我在同一天回復郵件與客戶確認細節：
Dear John,
Thank you for positive reply.
Are you sure the following inventory items (20 PCS each) to test? Please confirm (FOB DUBAI).
What kind of shipping method do you prefer? Generally we send by DHL /UPS /TNT/EMS EXPRESS.
If you have EXPRESS receiving account, it would be more convenient. If not, please inform your address and post code, so that we can consult shipping charge.
Thanks,
Alice
分析：報價的產品中部分有庫存，另一部分沒有，客戶要求就庫存產品儘快測試樣品，考慮到型號少於10個，在回復郵件時把型號及關鍵資訊附在郵件內文中，以增加曝光度並引起客戶的關注。
注意：樣品資訊必須要專業準確，與事實相符，不能是隨便杜撰，如果有不確定的資訊可忽略不寫，務必確保提供給客戶的資訊是準確無誤的。
在詢問客戶運輸方式時，如果客戶有到付帳號，直接使用客戶的帳號；如果客戶沒有則需要預付運費。有些業務員表達不清晰，特別是A決定B，B決定C等複雜情況。遇到這種情況，不要用長句子來解釋，最好是把各種情況一一列出來，客戶理解後會自動對號入座。
2015年6月18日，客戶回郵提供DHL帳號：
Dear Alice,
You can use my DHL Account no: 95*** ****. Delivery should not be FOB Dubai but should be my physical address which is:
FCT Tools and Supplies PTY Ltd
No. **, G**** Street, Sasolburg 1947, South Africa
Let me know if you need anything else.
Regards
John
Sent from my iPhone
分析：這是客戶通過iPhone回復了郵件，說明他不在辦公室也可以聯繫到。客戶提供了DHL到付帳號和實際地址郵編。根據經驗，DHL以95或96開頭的帳號是可以寄到付件的。為保險起見，建議撥打DHL官方客服熱線，以確保DHL帳號與公司名、位址一致，且帳號有效，支持到付。
同一天，回復客戶郵件告知相關細節並催款：
Dear John,
Good day! Sorry for late reply.
Please attention to PI-SHDL150619A (attachment), which titled AL ABC TRADING (our branch).
Please read each term carefully. If there is any mistakes or places need revised, please point them out.
If agree all, please arrange payment ASAP.
By the way, we confirm with DHL that your account (95*** ****) supports freight collect.
Regards,
Alice
亮點：前面討論了型號數量及運輸方式，那麼後面就順理成章地給客戶出示PROFORMA INVOICE。因為提供的是迪拜分公司的銀行帳戶，所以要附上說明文件，包括公司總部和分公司的官方資訊，並加蓋總部公章。
2015年6月24日，再次郵件跟進催款：
Dear John,
Good day! This is Ms Alice from ABC Industry Co., Ltd.
We would like to confirm whether you get PI-KDTL1506 PI-SHDL150619A on June 19? When do you plan to arrange payment for samples? Please advise.
Thanks,
Alice
亮點：在給客戶出示PI之後，郵件詢問客戶是否收到19日的報價。隔2-3個工作日跟進一封郵件，委婉地探究客戶不回復或不付款的原因。同時，也通過WHATSAPP詢問客戶延遲付款的原因。
客戶當天即回復解釋延遲付款原因：
Hi Alice,
I am waiting for the end of the month as we reached our limit on our budget for the month. Next week I will place the order for the samples and we will go from there. Please Alice, from our side we work on delivery lead times from the date of payment made which we try and keep as short as possible. Please keep this mind as well.
Will let you know as soon as I have made the payment which will be next week.
John
分析：客戶解釋了延遲付款的原因，我們應該理解並耐心等待。
2015年6月25日，客戶回復郵件的第二天，再次收到客戶詢盤：
Alice,
Can you please give me prices for the following:
APKT 1705 PER-EM TT8020
APKT 09T3 PER-EM TT8080
These are Tuagatec Inserts, do you perhaps have an equivalent for these?
Regards
John
分析：此時，樣品訂單基本確定但是還未付款，客戶又諮詢其他型號同類產品，但不妨礙繼續報價。
2015年6月26日，就客戶的新詢盤給出回復：
Dear John,
Thanks for your inquiry for APKT inserts.
We have the following APKT dimensions in various grades (P.M.K)
APKT11T304 /08/12/16
APKT160408/16
We are afraid we cannot supply the equivalent as TaeGutec, since the dimensions are not exactly same.
Thanks,
Alice
亮點：實事求是，丁是丁，卯是卯。自己的型號不能替代其他品牌的型號就如實說明，絕對不能因為想讓客戶下更多訂單而違背事實。
2015年7月4日，客戶發來郵件告知已付款：
Dear Ms Alice,
Please find attached proof of payment for PI as sent earlier. Please let me know when the order will be ready for collection.
Regards
John
分析：客戶很守信用。7月份第一時間支付款項。客戶的支付憑證是文本格式(.txt) 。
當天回復郵件跟客戶確認付款相關細節及收件資訊：
Dear John,
Thanks. We receive the payment filling form (.pdf) and the proof (.txt).
1) We check .pdf file, bank info is correct. We have one question, in the .txt, it is shown that:
CUSTOMER ACCOUNT NO.5936 **** 079 682 9
CUSTOMER REFERENCE AL ABC TRADING
And beneficiary info is not shown.
Please make sure that it T/T to AL ABC TRADING
AE****** 00000 100 *** 2808.
Sometimes not all beneficiary's info is shown in the proof.
2) Along with delivery CI is attached, please attention to the attachment. And confirm every detail with us.
3) We will instruct branch to keep items ready. Payment may arrive next Wednesday. We will dispatch goods immediately to DHL: 95 *** **** (freight collect).
4) Please final confirm with us the receiving info:
FCT Tooling and Supplies PTY Ltd
John
Cell: +27 82 *** ****
No.**, G**** Street, Sasolburg 1947, South Africa
VAT: **** ***561
DHL: 95*** ****
Look forward to your reply.
Best Regards,
Alice
附件：COMMERCIAL INVOICE 隨貨
亮點：第一次收到客戶的支付水單時，一定要細緻地檢查一遍，特別是收款人的帳號資訊。如有任何疑問，可以向客戶提出。由於與客戶確認的資訊比較多，最好一二三四羅列出來，一目了然。
客戶也在當日回復了郵件確認：
Thank you Alice,
I am sure the payment will be ok. Please let me know when it's shown in your account.
The delivery address is correct.
Thank you for the commercial invoice
Have a good weekend Alice.
John
2015年7月6日給客戶發去郵件告知款已收到：
Dear John,
Good day! We were informed by our branch workmate that the amount (***USD) is received.
Delivery detail, CI, receiving info are forwarded to branch also.
We will dispatch items in 1-2 working days (ASAP). Later on, DHL Tracking No. will be updated.
By the way, I will send inserts recommended cutting speed, feed rate, cutting depth (not printed on label) tomorrow, and so that it will guide you for correct usage, and secure its performance.
Keep in touch.
Alice
亮點：收到款項第一時間通知客戶，並告知客戶預計發貨時間。因為是樣品訂單，為確保測試效果，相關的技術參數以郵件的形式發送給客戶。
客戶在當天回復郵件感謝我們的專業支持：
Hello Alice,
Thank you very much. Appreciate it.
Happy to hear you received the money.
Let me know the tracking number as soon as you have it.
Regards
John
2015年7月7日，郵件跟進安撫客戶：
Dear John,
Please attention to the attachment for inserts usage technical information. It will be helpful to guide users. We have experience sending goods to Germany by DHL (freight collect). Each time, customer got the parcel in 2 working days. Very fast.
Due to time difference, we do not receive update from branch workmate yet.
But, DHL tracking number will be submitted as soon as we get it.
Thanks for your patience.
Regards,
Alice
分析：即使訂單沒有進展，也要主動告知客戶，至少讓客戶知道你一直惦記著他的事情。業務員的大忌就是長時間不主動跟進成交客戶，特別是交貨期2-3個月及更久的客戶。
兩天后告知客戶快遞單號：
Dear John,
Good day! Here we would like to inform DHL Tracking No.: 5*** *** 562.
It arrives in Johannesburg now. You may receive the parcel soon.
Best Regards,
Alice
亮點：給客戶快遞單號的時候，附上查詢截圖。有些業務員只是給一個快遞單號，自己不去查詢看能否查到相關資訊，萬一快遞單號有誤呢？附上查詢截圖，客戶可以直接知道快遞到哪裡了，不用再自己複製單號查一遍。
2015年7月13日，客戶回郵件，樣品已收到：
SUBJECT： Consignment received
Hello Alice,
We received the consignment on Friday morning. Everything is on order.
Thank you so much Alice, we will start testing and let you know.
Regards
John
同日回復客戶，希望樣品測試一切順利：
Dear John,
Glad that you received goods without any discrepancies.
Please keep us well-noted when testing result is available.
Good day!
Alice
2015年7月23日，從客戶收到樣品計算，時隔10天，詢問客戶樣品的測試效果：
Dear John,
Good day. How are you?
Please share the testing result when it is available.
Thank you.
Alice
客戶當天回復了郵件，回饋很不錯：
Hello Alice,
Hope you are doing very well.
We started the testing of the inserts late last week and the feedback from the guys are very positive. They tested it on the CNC machines and both grades of the DNMG inserts performed really well.
We will be in contact and also invite you to quote on all future insert and tooling inquiries.Also, your product guides are really some of the best I have seen, so I am looking forward to a good relationship with your company.
Just a little bit more about ourselves. FCT was founded in the beginning of 2014 when it became clear tous that there is a big potential for alternative tooling and inserts suppliers in addition to the well established *******************.
Thank you for your help so far Alice, appreciate it.
The team currently is:
Mark Koen - Senior Sales Representative
Antoni - Sales and Marketing Director
Jacques Robert - Technical Manager
Karin Valinn - Senior Administration Manager
Christo - Sales Representative
John - Managing Director, Financial, Procurement
You may from time to time receive enquiries from any one of the team, although final orders will be done by me. What we would like to request is that you refer any enquiries coming from South Africa to us in order to build your brand in South Africa.
New enquiries to follow soon.
Regards
John
分析：客戶及時回饋良好的測試結果，主動告知了公司的詳細資訊，並明確提出在發貨時間上需要我們的大力支持和配合。基於我們的產品品質，客戶有意向在本國推銷我司品牌。客戶所提供的每一個資訊都預示著今後更加緊密的合作。
2015年8月12日，客戶正式下單：
Dear Alice,
We would like to order DNMG 150608-PM MBC252 600 off
Can you please forward a PI to me for payment?
Regards
John
2015年8月15日，提醒客戶核對收貨資訊：
Dear John,
Thanks very much. We received the payment proof (****USD) in. txt format.
It is sure that DNMG 150608-PM MBC252*600 pcs is in stock. We will dispatch as soon payment received.
1) Please confirm receiving address and DHL account (freight collect):
FCT Tools and Supplies PTY Ltd
John
Cell: +27 82 *** ****
No. **, G**** Street, Sasolburg 1947, South Africa
VAT: **** ***561
DHL: 95*** ****
2) Commercial Invoice, make it actual as last order (see attachment)?
Keep in touch,
Alice
亮點：客戶下新訂單，在發貨前最後再跟客戶重新確認一遍收貨位址、快遞帳號、發票資訊等資訊。
有人會問，從第一次聯繫至成交及後續的緊密合作，為什麼客戶從來沒有談過價格？因為業務員從產品展示、產品知識分享和推薦及測試效果、服務等，每一個細節都在告訴客戶，我的產品值得這個價。看似簡單的郵件，其實每一個環節都透露著業務員的用心。
外貿，說到底還是人與人之間的溝通。
更多外貿乾貨 請關注“ 騰道外貿大資料 ”
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我回復客戶並報價：Good day, John.
Carbide inserts (CVD/PVD coating), for finishing, semi-finishing and roughing steel, stainless steel, cast iron are our competitive products.
We would like to recommend inserts according to your request.
Specifications of the most similar part with MGMN is attached too for reference.
At the beginning, trying samples (in stock) first is highly recommended.
Regards,
Alice
分析：客戶有意測試某些型號，我按照要求推薦型號並且優先考慮庫存。在郵件中附上報價表，重點內容在郵件內文點到即止。第一印象就是最後的印象（the first impression is the last impression）。在跟客戶推薦樣品的時候，一定要非常細緻，需結合客戶的具體需求進行推薦。看似簡單的推薦過程，其實需要業務員過硬的產品專業知識。
另外，關於單位片、個、件等，英文裡通常是都是用PC(S)。數控刀片的單位片(PCS) 印度客戶喜歡用NOS表示PCS，而南非客戶則用OFF。
2015年6月17日，客戶回郵希望下樣品單：
Hello Alice,
Thank you for your reply. Please forward me an invoice for the in stock samples (20 of each) for testing purpose. I'd like to place the order and get the samples as soon as possible so we can test them and proceed from there.
Regards
John
我在同一天回復郵件與客戶確認細節：
Dear John,
Thank you for positive reply.
Are you sure the following inventory items (20 PCS each) to test? Please confirm (FOB DUBAI).
What kind of shipping method do you prefer? Generally we send by DHL /UPS /TNT/EMS EXPRESS.
If you have EXPRESS receiving account, it would be more convenient. If not, please inform your address and post code, so that we can consult shipping charge.
Thanks,
Alice
分析：報價的產品中部分有庫存，另一部分沒有，客戶要求就庫存產品儘快測試樣品，考慮到型號少於10個，在回復郵件時把型號及關鍵資訊附在郵件內文中，以增加曝光度並引起客戶的關注。
注意：樣品資訊必須要專業準確，與事實相符，不能是隨便杜撰，如果有不確定的資訊可忽略不寫，務必確保提供給客戶的資訊是準確無誤的。
在詢問客戶運輸方式時，如果客戶有到付帳號，直接使用客戶的帳號；如果客戶沒有則需要預付運費。有些業務員表達不清晰，特別是A決定B，B決定C等複雜情況。遇到這種情況，不要用長句子來解釋，最好是把各種情況一一列出來，客戶理解後會自動對號入座。
2015年6月18日，客戶回郵提供DHL帳號：
Dear Alice,
You can use my DHL Account no: 95*** ****. Delivery should not be FOB Dubai but should be my physical address which is:
FCT Tools and Supplies PTY Ltd
No. **, G**** Street, Sasolburg 1947, South Africa
Let me know if you need anything else.
Regards
John
Sent from my iPhone
分析：這是客戶通過iPhone回復了郵件，說明他不在辦公室也可以聯繫到。客戶提供了DHL到付帳號和實際地址郵編。根據經驗，DHL以95或96開頭的帳號是可以寄到付件的。為保險起見，建議撥打DHL官方客服熱線，以確保DHL帳號與公司名、位址一致，且帳號有效，支持到付。
同一天，回復客戶郵件告知相關細節並催款：
Dear John,
Good day! Sorry for late reply.
Please attention to PI-SHDL150619A (attachment), which titled AL ABC TRADING (our branch).
Please read each term carefully. If there is any mistakes or places need revised, please point them out.
If agree all, please arrange payment ASAP.
By the way, we confirm with DHL that your account (95*** ****) supports freight collect.
Regards,
Alice
亮點：前面討論了型號數量及運輸方式，那麼後面就順理成章地給客戶出示PROFORMA INVOICE。因為提供的是迪拜分公司的銀行帳戶，所以要附上說明文件，包括公司總部和分公司的官方資訊，並加蓋總部公章。
2015年6月24日，再次郵件跟進催款：
Dear John,
Good day! This is Ms Alice from ABC Industry Co., Ltd.
We would like to confirm whether you get PI-KDTL1506 PI-SHDL150619A on June 19? When do you plan to arrange payment for samples? Please advise.
Thanks,
Alice
亮點：在給客戶出示PI之後，郵件詢問客戶是否收到19日的報價。隔2-3個工作日跟進一封郵件，委婉地探究客戶不回復或不付款的原因。同時，也通過WHATSAPP詢問客戶延遲付款的原因。
客戶當天即回復解釋延遲付款原因：
Hi Alice,
I am waiting for the end of the month as we reached our limit on our budget for the month. Next week I will place the order for the samples and we will go from there. Please Alice, from our side we work on delivery lead times from the date of payment made which we try and keep as short as possible. Please keep this mind as well.
Will let you know as soon as I have made the payment which will be next week.
John
分析：客戶解釋了延遲付款的原因，我們應該理解並耐心等待。
2015年6月25日，客戶回復郵件的第二天，再次收到客戶詢盤：
Alice,
Can you please give me prices for the following:
APKT 1705 PER-EM TT8020
APKT 09T3 PER-EM TT8080
These are Tuagatec Inserts, do you perhaps have an equivalent for these?
Regards
John
分析：此時，樣品訂單基本確定但是還未付款，客戶又諮詢其他型號同類產品，但不妨礙繼續報價。
2015年6月26日，就客戶的新詢盤給出回復：
Dear John,
Thanks for your inquiry for APKT inserts.
We have the following APKT dimensions in various grades (P.M.K)
APKT11T304 /08/12/16
APKT160408/16
We are afraid we cannot supply the equivalent as TaeGutec, since the dimensions are not exactly same.
Thanks,
Alice
亮點：實事求是，丁是丁，卯是卯。自己的型號不能替代其他品牌的型號就如實說明，絕對不能因為想讓客戶下更多訂單而違背事實。
2015年7月4日，客戶發來郵件告知已付款：
Dear Ms Alice,
Please find attached proof of payment for PI as sent earlier. Please let me know when the order will be ready for collection.
Regards
John
分析：客戶很守信用。7月份第一時間支付款項。客戶的支付憑證是文本格式(.txt) 。
當天回復郵件跟客戶確認付款相關細節及收件資訊：
Dear John,
Thanks. We receive the payment filling form (.pdf) and the proof (.txt).
1) We check .pdf file, bank info is correct. We have one question, in the .txt, it is shown that:
CUSTOMER ACCOUNT NO.5936 **** 079 682 9
CUSTOMER REFERENCE AL ABC TRADING
And beneficiary info is not shown.
Please make sure that it T/T to AL ABC TRADING
AE****** 00000 100 *** 2808.
Sometimes not all beneficiary's info is shown in the proof.
2) Along with delivery CI is attached, please attention to the attachment. And confirm every detail with us.
3) We will instruct branch to keep items ready. Payment may arrive next Wednesday. We will dispatch goods immediately to DHL: 95 *** **** (freight collect).
4) Please final confirm with us the receiving info:
FCT Tooling and Supplies PTY Ltd
John
Cell: +27 82 *** ****
No.**, G**** Street, Sasolburg 1947, South Africa
VAT: **** ***561
DHL: 95*** ****
Look forward to your reply.
Best Regards,
Alice
附件：COMMERCIAL INVOICE 隨貨
亮點：第一次收到客戶的支付水單時，一定要細緻地檢查一遍，特別是收款人的帳號資訊。如有任何疑問，可以向客戶提出。由於與客戶確認的資訊比較多，最好一二三四羅列出來，一目了然。
客戶也在當日回復了郵件確認：
Thank you Alice,
I am sure the payment will be ok. Please let me know when it's shown in your account.
The delivery address is correct.
Thank you for the commercial invoice
Have a good weekend Alice.
John
2015年7月6日給客戶發去郵件告知款已收到：
Dear John,
Good day! We were informed by our branch workmate that the amount (***USD) is received.
Delivery detail, CI, receiving info are forwarded to branch also.
We will dispatch items in 1-2 working days (ASAP). Later on, DHL Tracking No. will be updated.
By the way, I will send inserts recommended cutting speed, feed rate, cutting depth (not printed on label) tomorrow, and so that it will guide you for correct usage, and secure its performance.
Keep in touch.
Alice
亮點：收到款項第一時間通知客戶，並告知客戶預計發貨時間。因為是樣品訂單，為確保測試效果，相關的技術參數以郵件的形式發送給客戶。
客戶在當天回復郵件感謝我們的專業支持：
Hello Alice,
Thank you very much. Appreciate it.
Happy to hear you received the money.
Let me know the tracking number as soon as you have it.
Regards
John
2015年7月7日，郵件跟進安撫客戶：
Dear John,
Please attention to the attachment for inserts usage technical information. It will be helpful to guide users. We have experience sending goods to Germany by DHL (freight collect). Each time, customer got the parcel in 2 working days. Very fast.
Due to time difference, we do not receive update from branch workmate yet.
But, DHL tracking number will be submitted as soon as we get it.
Thanks for your patience.
Regards,
Alice
分析：即使訂單沒有進展，也要主動告知客戶，至少讓客戶知道你一直惦記著他的事情。業務員的大忌就是長時間不主動跟進成交客戶，特別是交貨期2-3個月及更久的客戶。
兩天后告知客戶快遞單號：
Dear John,
Good day! Here we would like to inform DHL Tracking No.: 5*** *** 562.
It arrives in Johannesburg now. You may receive the parcel soon.
Best Regards,
Alice
亮點：給客戶快遞單號的時候，附上查詢截圖。有些業務員只是給一個快遞單號，自己不去查詢看能否查到相關資訊，萬一快遞單號有誤呢？附上查詢截圖，客戶可以直接知道快遞到哪裡了，不用再自己複製單號查一遍。
2015年7月13日，客戶回郵件，樣品已收到：
SUBJECT： Consignment received
Hello Alice,
We received the consignment on Friday morning. Everything is on order.
Thank you so much Alice, we will start testing and let you know.
Regards
John
同日回復客戶，希望樣品測試一切順利：
Dear John,
Glad that you received goods without any discrepancies.
Please keep us well-noted when testing result is available.
Good day!
Alice
2015年7月23日，從客戶收到樣品計算，時隔10天，詢問客戶樣品的測試效果：
Dear John,
Good day. How are you?
Please share the testing result when it is available.
Thank you.
Alice
客戶當天回復了郵件，回饋很不錯：
Hello Alice,
Hope you are doing very well.
We started the testing of the inserts late last week and the feedback from the guys are very positive. They tested it on the CNC machines and both grades of the DNMG inserts performed really well.
We will be in contact and also invite you to quote on all future insert and tooling inquiries.Also, your product guides are really some of the best I have seen, so I am looking forward to a good relationship with your company.
Just a little bit more about ourselves. FCT was founded in the beginning of 2014 when it became clear tous that there is a big potential for alternative tooling and inserts suppliers in addition to the well established *******************.
Thank you for your help so far Alice, appreciate it.
The team currently is:
Mark Koen - Senior Sales Representative
Antoni - Sales and Marketing Director
Jacques Robert - Technical Manager
Karin Valinn - Senior Administration Manager
Christo - Sales Representative
John - Managing Director, Financial, Procurement
You may from time to time receive enquiries from any one of the team, although final orders will be done by me. What we would like to request is that you refer any enquiries coming from South Africa to us in order to build your brand in South Africa.
New enquiries to follow soon.
Regards
John
分析：客戶及時回饋良好的測試結果，主動告知了公司的詳細資訊，並明確提出在發貨時間上需要我們的大力支持和配合。基於我們的產品品質，客戶有意向在本國推銷我司品牌。客戶所提供的每一個資訊都預示著今後更加緊密的合作。
2015年8月12日，客戶正式下單：
Dear Alice,
We would like to order DNMG 150608-PM MBC252 600 off
Can you please forward a PI to me for payment?
Regards
John
2015年8月15日，提醒客戶核對收貨資訊：
Dear John,
Thanks very much. We received the payment proof (****USD) in. txt format.
It is sure that DNMG 150608-PM MBC252*600 pcs is in stock. We will dispatch as soon payment received.
1) Please confirm receiving address and DHL account (freight collect):
FCT Tools and Supplies PTY Ltd
John
Cell: +27 82 *** ****
No. **, G**** Street, Sasolburg 1947, South Africa
VAT: **** ***561
DHL: 95*** ****
2) Commercial Invoice, make it actual as last order (see attachment)?
Keep in touch,
Alice
亮點：客戶下新訂單，在發貨前最後再跟客戶重新確認一遍收貨位址、快遞帳號、發票資訊等資訊。
有人會問，從第一次聯繫至成交及後續的緊密合作，為什麼客戶從來沒有談過價格？因為業務員從產品展示、產品知識分享和推薦及測試效果、服務等，每一個細節都在告訴客戶，我的產品值得這個價。看似簡單的郵件，其實每一個環節都透露著業務員的用心。
外貿，說到底還是人與人之間的溝通。
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