外贸客户跟进话术：从新手到销冠的实用指南

外贸客户跟进话术：从新手到销冠的实用指南

在外贸销售中，有效的客户跟进是促成交易的关键。本文将从新手到销冠的角度，分享不同场景下的客户跟进话术，帮助你提升销售技巧。

前期铺垫话术

每次沟通后，都要确定下一次的沟通时间，做好铺垫。

• 客户：I will check it.
• 新手：Dear, please take your time, thanks
• 销冠：Shall I contact you again tomorrow afternoon?

平时跟进话术

利用节假日、公司活动或新产品进行跟进，避免只发送产品图片或图册。

• 新手：This is our new catalog, please check.（客户可回可不回）
• 销冠：
  1. 推新品，有市场针对性：There is one new product ..., which is developed for your market. Do you have time? | introduce to you.
  2. 从竞手角度：I noticed that *** are sold very well now in your market and have a good profit, so think you may be interested.
  3. 降价让利：We just reduced the price of ***, which you inquired before, so I'd like to share this good news with you.
  4. 汇率更新：Recently the exchange rate is very good. So I'd like to renew the price list for you, which will be more competitive.
  5. 库存：The model you asked/bought before, we have stock right now. Maybe you are interested?

报价后客户消失的应对话术

1. 抓住具体点，直接询问

• Are there any models you are interested in? I am always ready to help.
• Do you have any questions on this price? Or anything I can help?
• May I know what's your idea about..? Highly appreciated for your reply.

2. 引导客户坦白顾虑

• I think you must be too busy to reply me or still have something in consideration. Could you frankly let me know any of your worries, such as price, quality, demand or others? So that we could know how to help and support you.

3. 直接列出解决方案

• Maybe you still have some worries. Could you kindly share with me? So I can do my best to help you support you.
• If the MOQ problem, we can .. (加上机费/订购少量测试我们的品牌)
• If the price problem, we can ...if you ...(有条件地让步/建议先看样品再谈价格)
• If the payment terms problem, we can do.(降低定金比例/更换付款方式)

4. 以情感人

• You have a lot business to do as a big company's boss. So, my dearest friend please don't forget to take care more of your health as well. it's the most important.

5. 夸赞客户，表达尊重

• Honestly, as a sales, I want to do business with you since you are really a nice teacher. I'm keen to learn from you about business. As my company, we also hope find such strong & professional distributor like you in...

6. 约时间，减少压迫感

• If you are not available to discuss the business at the moment, please just advise a comfortable time, will not disturb you during this time anymore.

7. 罗列解决方案

• If price is still a problem to prevent us go head, hope you can sincerely inform us a reasonable price, then we can discuss it again.
• If marketing idea problem, hope you can also share your nice business eyes & idea for the market, then I will feedback your comments for our board of direct, or we can visit you for face to face communication if needed.
• If others......, any problems, your opened heart & feedback will be highly appreciated.

客户拒绝时的应对话术

1. 揽责任，不放弃，争取下次机会

• It's my problem that I did not follow well and lost this chance.
• It's a pity we can not cooperate right now, but we are looking forward to next time. Any inquiry you have, please contact me without hesitation.
• It doesn't matter if your company has finished purchasing plan, because it's always meaningful to prepare a plan B

2. 提醒客户促销活动即将结束

• Just a reminder that our special promotion is ending soon. Take advantage of the offer!我想提醒您，我们的特别促销活动即将结束，抓住机会享受优惠吧!

3. 建议定期订货以享受更好的价格和服务

• If you consider placing regular orders, we can offer better pricing and priority service.如果您考虑定期下单，我们可以提供更优惠的价格和优先服务。

4. 询问客户是否满意目前的服务水平

• Are you satisfied with the service we've provided so far?到目前为止，您对我们提供的服务满意吗?

5. 推广新产品或服务

• We've just launched a new product that I believe will be very beneficial for your business.我们刚刚推出了一款新产品，我认为这对您的业务会非常有帮助。

6. 告诉客户他们的订单进度

• Your order is being processed and we will ensure it's delivered on time.您的订单正在处理中，我们将确保按期交付。

7. 鼓励客户分享反馈

• Your feedback is highly valued and it helps us to make continuous improvements.我们非常重视您的反馈，这能帮助我们不断改进。

8. 提供售后支持保证

• Not only is our product of high quality, but we also promise excellent after-sales service.我们的产品不仅质量上乘，而且我们承诺提供完善的售后服务。

不同场景话术

强调紧急性

• This is quite urgent, could you please respond ASAP?这件事非常紧急，您能尽快回复吗?
• Your prompt attention to this matter is appreciated.感谢您对这件事的及时关注。
• I need your feedback as soon as possible.我需要您尽快给出反馈。
• Could you please prioritize this?您能优先处理这件事吗?
• I would greatly appreciate a quick response.我将非常感激您的快速回复。
• This matter requires urgent attention.这件事需要紧急处理。
• Please treat this as a high priority.请将此事作为优先事项处理。
• Time is of the essence, could you reply urgently?时间紧迫，您能尽快回复吗?
• Your immediate response would be highly appreciated.非常感谢您的立即回复。
• I need to hear back from you urgently.我需要您尽快回复我。

询问是否有问题

• Is there any issue with the information I provided?我提供的信息有任何问题吗?
• Do you need more time to review this?您需要更多时间来审查吗?
• Is there anything preventing you from responding?是否有什么原因阻碍您回复?
• Please let me know if you need further information.如果您需要进一步的信息，请告诉我。
• Is there any confusion I can clarify?是否有任何疑惑需要我澄清?
• Are there any obstacles I should be aware of?是否有我需要注意的障碍?
• Do you need any additional details from me?您是否需要我提供更多详细信息?
• Is there something I can assist with to expedite the process?我可以帮忙加快进程吗?
• Would it help if I provided more context?如果我提供更多背景信息，是否会有帮助?
• Is there anything holding you back from responding?有什么阻碍您回复的吗?

说明重要性

• This matter is very important, and I need your input.这件事非常重要，我需要您的意见。
• Your response is critical to moving forward.您的回复对下一步工作至关重要。

提供选择与解决方案

• Would it be easier if we discussed this over a call?如果我们通过电话讨论会更容易吗?
• Let me know if you'd prefer to handle this differently.如果您更愿意以其他方式处理，请告诉我。
• Should we schedule a meeting to discuss this?我们是否应该安排一次会议来讨论此事?
• Would you like more time to consider?您需要更多时间来考虑吗?
• Can we set up a call to discuss this further?我们可以安排一次电话会议进一步讨论吗?