而之所以能够与他合作,全靠我一个菲律宾的“小”客户牵线搭桥。几天后,样品完成,然而客户的款迟迟还没付。

本文大纲:

1)一封中规中矩的询盘

2)款没付就发货

3)突降韩国大客户

4)写给菲律宾客户的感谢信

客户简介:Henry, 韩国客户,也是我目前合作客户中公司比较正规的大客户之一。而之所以能够与他合作,全靠我一个菲律宾的“小”客户牵线搭桥。

1、一封中规中矩的询盘

询盘是通过“谷歌推广”来的,然后领导转给了我。

询盘如下:

Dear shiji team,

Good evening.

I am Dia from ** Philippines.

I just want to ask about the attached file.

MakerSHIJI-LED

Model NoAPA102C

Please let us know and advise if you have distributor here in Philippines.

For our common reference.

Thank You,

小结:这封询盘,乍一看质量很高。但是其实能用到apa102c产品种类很多,客户并没有针对哪一款。这就需要业务员去引导客户,了解她的真实需求。

我的回复:

Dear Dia,

Thanks for your kind inquiry...

Yes, we have customers all over world, especially in Europe and America.

For attached APA102C, just one built-in chip with 4pin signals. GND/DAT/CLK/+5V

1000pcs per reel just for LEDs.

If Strips, we have 5LEDs/m, 30LEDs/m, 60LEDs/m, 144LEDs/m for your reference.

Attached specification (60LEDs/m) for your reference first.

Could you tell me if you only need LEDs or Strips with APA102C?

Kind regards

Elisa

小结:APA102C是一款灯珠,可以用在strip上。在还不清楚客户的真实需求时,我没有立马报价,而是先做了简单的产品介绍,发其中一款热销的产品说明书供客户参考一下,试一下水。

接下来的谈判很顺利:

客户经过跟工程师确认,要求报价灯珠和我提到的其中三款APA102C的灯带。

这是客户以公司的名义买的产品,又没有具体数量,因此我邮件里加了说明:价格是零售价,仅供参考。产品没起订量,数量越多,折扣越多。

小结:这样说的目的是:先发致人,先给客户打个预防针,以防她说价格高。

客户并没对价格产生什么异议,我发了PI没几天,客户样品的正式PO就下来了。

2、款没付就发货

按照公司规格,见到水单之后才能安排生产。鉴于客户PO已下,要货又比较急,中间还打过几次电话,产品又是常规产品,金额不高,于是我就做主先安排生产了。

几天后,样品完成,然而客户的款迟迟还没付。此时,客户问我:先发货行不行?

我跟她说:毕竟是第一次合作,能否先提供一下付款水单或类似的凭证,以便提前安排发货,虽然公司规定款到才能发。

客户解释说:他们大老板不在公司,所以还没签字,财务无法付款。问能不能帮帮忙?

我考虑了一下,就答应了!

我是这样告诉客户的:

I bargained with my boss, finally he agreed.

我想让她知道,我是在尽力帮助她,并最终经过努力成功说服了老板。

等于说,她无形之中,欠了我一个“人情”。

小结:客户让业务员帮忙处理一些很为难的事情的时候,有时候完全可以把老板搬出来,成为被甩锅的对象。要让客户知道,业务员虽然只是个打工的,但是也在尽力帮他处理问题。既能表达自己的诚意,又能让客户看到你的努力。同时,对于一些不能满足的要求,那是老板的锅,和你没关系。

这里讲一下我认为哪些订单是可以提前安排生产的:

1、已经下了PO的订单;

一般比较正规的公司,从下单到付款都有一套流程。PMC发现少料或欠料之后,写申请单给采购,采购做好采购订单,交给部门主管和经理审核、签字,然后下单给供应商,紧接着进入付款阶段。付款多半需要财务部门老大先审核,没问题再拿给老板签字,最后才能付款。如若其中任何一个人因为什么原因耽误了点时间,付款就可能会延迟。

2、关系好的老铁客户口头确认的订单;

我有一些合作客户,彼此建立起了充分的信任,因此对于发了PI之后口头确认的订单,我就会提前安排生产。比如,我的老铁美国老爷爷,我从来不会担心他不会付款。甚至到年底,如若他一整年运费欠款,我都可以直接发一个PI给他让他补运费,且不会有任何不好意思。

3、说一不二的讲诚信客户的订单;

真正做生意的商人,是很讲诚信的,多数情况下,他们告诉你什么时候付款就一定会什么时候付款。当然也会有特殊情况,业务员要从平时与客户的沟通中做出判断。

关于提前发货的事情:

入袋为安,哪怕金额再小,也不建议提前发货。

除非客户真的很急,又隶属于以上三种情况,而且金额不大。

延伸小结:produce in advance, 有时候也可以当成是一种“销售话术 or 套路”。你可以只是这样跟客户说说,但是实际上你并没有这么做。目的是让他看到你对他的重视程度,以为自己是所有客户中的那个“例外”,最重要的是,你能从中了解到他下单的可能性究竟有多大。

打个比方:

你去商场看上了一件衣服,徘徊了很久,并且还穿在身上试了又试。导购员看你很喜欢,就跟你说:“这件衣服目前有折扣,很划算。我给你包起来吧?!”此时,如果你真的想买的话,你一定会说“好”;如果不想,肯定会说“我再想想”。

那么,导购员从你的回答中,就能确定你真实的购买意图。

而如果她直接就问你:“这件衣服你要吗?”如果是我,我肯定会有抵触,而且心里会不舒服。

这,就是语言的魅力!

言归正传:

我同意发货之后,客户再三表示感谢。并给了两个收货地址:一个是韩国,一个是日本。我按要求发了货,并及时跟进更新进度,样品签收之后,第一时间通知了客户。

样品收到后的三个月内,客户发了几次邮件,主要是确认能否对样品进行一些轻微的改动,并重新更新了报价。

又过了两个月,我突然收到了一封邮件....

3、突降韩国大客户

邮件内容如下:

Hi Elisa,

It is very nice to contact you, A(菲律宾客户简称) introduced you to us.

We want to purchase below LED x 100 rolls and receive by Aug 24th for Aruze products we supply.

Please send your offer for 100pcs and let us know if you can meet to ship by Aug 24th.

I think that below price is for only a few rolls which A purchased, your price for 100pcs will be much lower than below.

FYI, we need another 120pcs by end of Sep and 120pcs by end of Oct, is there no problem for you to meet this schedule?

Thank you and hope your feedback.

Best Reards,

Henry

我的回复:

Hi Henry,

Thanks for your kind inquiry. So glad to know A introduced me to you.

Dont worry, Ill quote you with best discount for 100rolls, and it can be received at your target delivery including the next orders.

Just because I am out at this weekend without computer, detailed quotation will be sent to you next Monday morning. Sorry about that.

Kindest regards

Elisa

周一发了正式的报价:

Hi Henry,

Sorry for my delay.

Please find attached PI for your order.

I confirmed, all your further orders can be delivered as your requirements. Don't worry!

By the way, white or black PCB you prefer??

Kindest regards

Elisa

Henry 的回复:

Hi Elisa,

Thank you so much for your reply and PI, B(韩国客户的简称) is off from Jul 30th to Aug 1st and I am off whole this week.

I will get back to you early next week.

We want the same color you sent us as sample with A PO, I will confirm this when we come back to the office next week as well.

Thank you.

Best Reards,

Henry

两天后,又收到一封邮件:

Hi Elisa,

I am B's hardware engineer.

There is a total length difference in the soldering part of the LED.

Is it possible to mass-produce 29 LEDs of 967mm? (none soldering)

thanks

Seok

确认了一些细节之后:

第二次要样品:

Hi Elisa,

1M (30 x LEDs) is ok for us, can you supply with this length?

5M (150 x LEDs) is what you quoted and sent us samples with A PO.

Thank you.

Best Reards,

Henry

样品还在生产中的时候,收到韩国客户采购部门的一封邮件:

Hello Elisa

Nice to know you, Im Eric in charge of purchasing at B company.

Since Im informed that we will have new project for A in September, we need to register your company information in our system.

As per the regulation of set-up supplier code, we need several documents as below.

Please check below requests and let us get your feed-back soon.

1.   General Contract : attached file.

2.   RMA agreement : attached file.

3.   Payment term, INCOTERMS : If there is any contracted terms between A and you, please provide it to us, our basic terms are as 30days payment after receiving, DAP terms.

4.   PDF file of company profile.

5.   Supplier profile template : attached file.

6.   Banking information and invoice sample.

Thanks and regards

Eric

小结:

从这封邮件我了解到:

1)菲律宾客户和韩国客户之间有一个工程项目,菲律宾客户自己先找的供应商,并确认好了样品,然后让韩国客户直接找我们下单;

2) 客户要把供应商的信息录入系统,这就意味着,给我们下单已经是十拿九稳了。而且,一旦确定合作关系,除非中间出现一些不可调合的矛盾,不然他们不会轻意换掉我们;

3)我们是菲律宾客户指定的供应商,因此,必须要他们双方都满意,而且要让他们享受同等待遇。

之前从来没遇到过需要提供如此多资料的客户,面对客户发来的这么多文件,看完之后要翻译给老板,还要对某些不合理的地方进行修改。

两天后,回复如下:

Hello Eric,

Good day!

Response as follows.

If you need the origial files, we'll ship them together with your bulk order.

1- Gerneral Contract: see attached (second email)

2- RMA agreement: see attached

3- Payment terms: We accept 100%TT before delivery for all of our customers.

Please Note:

1) If we have known each other for a long time (at least one year), we'll decide the terms of payment you suggested according to the circumstances.

2) If we reach an agreement for the payment term(30days from receiving date) in the future, the price will be higher than current one.

4- PDF file of company profile : sent already

5- Supplier profile: see attached

6- Bank information and invoice sample: see attached

By the way, the additional articles were incluced in the invoice, these terms are fully applicable to our products you will purchase.

For LEDs, 3 of defective rate is within the normal range, please noted!!!

Please get back to me soon. Any doubts please let me know. Thanks!

Kindest regards

Elisa

这里讲一下,面对客户提出的一些不合理的要求,业务员应该怎么做?

业务员要清楚,做生意一定要符合买卖双方的利益,面对客户提出的一些“不平等条款”,我们不能怕失去订单而忍气吞声,一定要学会据理力争。客户起草的协议,肯定是以自己的利益为先,如果你不假思索地就答应,很可能为以后埋下隐患。

对于初次合作的客户,付款条件一定不能让。首先,你还不知道他以后的订单量怎么样;其次,买卖还没开始,你还完全不了解对方,双方需要时间建立信任;再次,尤其对于比较大的正规企业,千万不要刚开始就答应他类似“30days payment after receiving”的付款条件,不然以后会相当被动。类似于“无故更改付款条件”这样的店大欺客的情况,我以前做采购的时候,真的见太多了。但是也不能完全拒绝客户,要给对方留一点余地和希望。事实上,这种客户一旦前期达成了协议,一般情况下后续很难再会有变动。

我一边跟采购协商着付款方式,一边跟对方工程部门确认样品细节。

最终达成统一,双方各让一步:100%TT发货前结清,我会在他们下了PO之后,立马安排生产,以节约生产时间。

如今,我们合作已经超过一年了,他们的订单量很稳定,不用我去催单,有单就会主动甩PO过来。

当然,合作的过程中,肯定也会发生一些看似不好的事情:

1) 产品经过三次改动,在第三次改动之前,老板擅自做主给多备了1000多条第二个版本的库存6000多美金),最后经过跟Eric协商,他居然帮我们一次性消耗掉了。为表达感谢,第三个版本的价格,我给他优惠了0.1美金;

2) 像我们这种产品,很容易产生售后问题。所以,期间也发生了数次客诉,不管他们要没要求,我都会在他们告诉我不良数量之后,无条件免费补给他们;

3) 当新冠病毒延期了他们的项目,导致订单延后几个月才发货的时候,我说服老板,答应了他们的请求......

小结:今天你帮助了我,明天我也一定会帮助你。礼尚往来,同样适用于生意场上。

4、写给菲律宾客户的感谢信

当韩国客户把第一张订单PO发给我的时候,我随即给菲律宾客户写了一封感谢信:

Hi Dia,

How are you doing?

Because of your recommendation, we got orders about APA102C led strips from B.

I want to say something thankful to you, but it seems nothing is better except better quality, price and service provided to you.

Anyway, if anything helpful about lightings we can do for you in the future, please don't hesitate to contact me.

Elisa is always here.

Best regards,

Elisa

不是每一张订单的成交过程都很扎心,但是每一个客户的维护都必须要用心。对待客户,同样要怀有感恩之心。

(微信公众号:邦阅人生)

原文来自邦阅网 (52by.com) - www.52by.com/article/35564

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