學習
不同類型買家的目標和經驗都不一樣, 詢盤回復方式也五花八門。 面對不同類型的買家回復, 到底要怎麼跟進呢?
買家的回復大體歸為以下幾類:
1
客戶收到跟進郵件後, 表示暫時對提供的產品無需求。 例如:
Dear,
I’m doing fine, thanks for your information.
I’m still in the planning of building my new office, due to the work constrain I decided to delay it first. Anyway I will contact you once I decided. Thanks!
跟進技巧:這類客戶一般都會說以後聯繫, 說明以後還是有機會的, 這個時候一定要有耐心, 真誠對待, 保持聯繫。
2
收郵件的人不是公司決策者。 例如:
Dear,
Thank you! I received your email and I sent it to our outsourcing manager. He didn’t tell me anything just now. I will contact you soon once got any news.
跟進技巧:對於這種客戶, 我們儘量要做到熱情, 讓其有被尊重的感覺, 同時要提醒他及時跟進回饋, 最好能要到決策者的聯繫方式, 直接和決策者溝通。
3
告訴您不及時回復郵件的原因。 例如:
Dear,
I receive more than 10 offers every day and it will take me some times to look into each and every offers. I will contact you in the future if you are in our selection of companies. Many thanks for your co-operation.
跟進技巧:這類客戶建議可通過發新產品介紹或者新報價的方式來保持聯繫, 相信時間久了成為您客戶的可能性還是比較大的。 至少讓買家對您留有印象, 即使暫時不需要你的產品, 日後有需要的時候也會首先想到你。
溝通的技巧
4
暫時不需要你的產品, 但會問其他產品或者詳細諮詢一些與產品相關的問題。 例如:
Dear,
Sorry for delay in my reply. I have been so busy searching through all the mails, concerning the item of XX(產品). May I ask you, where you purchase XXX(可能是產品相關行業的其他產品或產品的材料部件). Currently We are interested in this subject.
In the coming days, I will reply concerning some samples.
跟進技巧:這樣的客戶就要根據公司的實際情況來回復了, 建議不管能否幫得上忙都能給些回復和建議,
5
想借機刺探軍情的。 例如:
Dear,
Sorry for the late reply. I will get back with you later.
I am very busy at the moment. If you have US customer as reference, that would help a lot. I am not here to steal information. We use reference in US to generate trust, just like you have “connections” (friends) among Chinese.
跟進技巧:應對這樣的買家, 如果公司在US地區有關係較好, 規模較大的老客戶, 不妨挑選兩個介紹給他/她, 這樣很能顯示您的實力。 但回復之前還是應根據公司具體產品在這個地區的推廣情況來做妥當回復, 站在買家立場多思考其詢問的真正目的, 考慮已在合作的客戶公司是否願意您將其公司名稱透露, 因為同一區域的多個採購商不可避免將存在競爭。 一般簡單告知公司名稱即可, 謹慎透露對方聯繫方式。 如果在US地區沒有客戶,
6
討價還價型。 例如:
Dear,
Thanks for your reply, I have received your quote and I am currently looking through all of the quotations that I have received. Currently your prices aren’t the best but your products are very good. If you could make your prices more competitive I am sure we would be putting an order in with you very soon.
跟進技巧:可根據具體價格情況回復客戶, 或通過詢問客戶所在區域和訂單量大小來做可能範圍內的讓步。
小提示:
跟進郵件的發送時間宜選擇在星期二到星期五期間。 星期六、星期日最好不要進行這樣的跟進郵件(特別是主動的業務開發郵件), 因為星期一上班後, 客戶的郵箱裡往往會充滿了需要處理的工作郵件, 人們常常會沒有時間或耐心仔細閱讀此類業務開發郵件, 從而喪失了機會。