如何获得客户的信任Rebecca课件.ppt

1、 一年外贸工作的心得一年外贸工作的心得RebeccaRebecca2016/8/162016/8/16 目录一、客户为什么会不信任我一、客户为什么会不信任我二、客户不信任我的表现二、客户不信任我的表现三、如何获取客户信任三、如何获取客户信任一、客户为什么不信任我o 语言不吸引人，邮件缺乏逻辑性语言不吸引人，邮件缺乏逻辑性o 信息沟通不及时信息沟通不及时o 销售意识太强，客户感觉厌烦销售意识太强，客户感觉厌烦o 承诺没有兑现，客户对我不放心承诺没有兑现，客户对我不放心o 思想不对位，客户觉得与我没有共同语言思想不对位，客户觉得与我没有共同语言o 专业知识欠缺，无法让客户满意专业知识欠缺，无法让客

2、户满意o 我自己都不相信自己我自己都不相信自己二、客户不信任的表现o 拒绝沟通拒绝沟通o 拿同类产品打压比较拿同类产品打压比较o 讲解后，客户不赞同讲解后，客户不赞同o 担心推广后效果不理想担心推广后效果不理想o 敷衍了事敷衍了事o 拖单拖单三、如何获取客户信任i always ask to myself:i always ask to myself:如果我是客户，我要什么？如果我是客户，我要什么？作为销售，我该干什么来实现客户所要？作为销售，我该干什么来实现客户所要？1.1.简洁完善的方案推荐，图文并茂简洁完善的方案推荐，图文并茂2.2.植入工厂实力，增强客户对工厂的了解和信心植入工厂实力，

3、增强客户对工厂的了解和信心3.3.技术细节展示，图片往往比文字来带来的冲击更大技术细节展示，图片往往比文字来带来的冲击更大4.4.横向对比，突出相较于其他供应商的优势横向对比，突出相较于其他供应商的优势5.5.及时让客户了解订单进展及时让客户了解订单进展6.6.耐心做好售后服务耐心做好售后服务 我的实践我的实践 -Eyes of my customer-Eyes of my customer简洁完善的方案推荐，图文并茂简洁完善的方案推荐，图文并茂简洁的电池包信息图文结合，让客户了解制作过程植入工厂实力，增强植入工厂实力，增强客户对工厂的了解和客户对工厂的了解和信心信心1.email 落款落款2

4、.方案推荐中方案推荐中3.发产品中：同理发产品中：同理工厂简洁+设备工厂整体外观技术细节展示，图片往往比文字来带来的冲击更大技术细节展示，图片往往比文字来带来的冲击更大1.用简单的组包方式试探性跟进用简单的组包方式试探性跟进客户回复：I am very interested in more info about the technical differences of the battery chemistries.How much longer lifespan in terms of number of cycles?If research proves it to be superior

5、,I dont more mind paying a little bit more for better than Lifepo4.Pictures and other technical specifications would be great if you can send them.Thanks again当研发部不能画图时，不妨试试这种，组包多变，利用现有素材各种拼接2.组包焊接展示组包焊接展示3.灵活应用现有概念产品灵活应用现有概念产品Wow.Thank you Rebecca.These are for the very serious larger vehicles.But

6、I can see from this that your firm is very much involved in many facets of the EV industry.技术细节展示，图片往往比文字来带来的冲击更大技术细节展示，图片往往比文字来带来的冲击更大横向对比，突出相较于其他供应商的优势横向对比，突出相较于其他供应商的优势客户反映我方价格太高：Hi Rebecca,Thank you for your quote.To be honest your price is much more high other business proposal i had for a 100A

7、h battery.Your price is about to be the twice than others.Is there any explanation?计算性的回复：Hi Erhan,Good day!Thanks again for your sharing.I ve read carefully the link that you gave yesterday.It is true that their battery is similar to ours from the web.But from their price showed 477-520usd for 12v

8、100ah,we found that their price might be higher than ours.Lets take sample price for example,if the sample price(12v 100ah)they gave is 520usd,then 520/(12.8*100ah)=$0.4/wh,while our sample price is 660/(14.4*120)=$0.38/wh.PS:theirs is lifepo4 12.8v,ours is NCM 14.4v.重点分析Tor Helge 案例一切信息确定，发一切信息确定，发

9、PI，客户，客户8号说找银行确认，但号说找银行确认，但12号还没回复，于是跟进，得到回复号还没回复，于是跟进，得到回复2016-07-13 20:30 Hi RebeccaSorry,a lot of things happening data crash,almost all on holiday and id seems we have to open a new bank account for using T/T wihout extra expences.Will it be very expensive to use t.ex paypal?Also I got a offer f

10、rom GEB at 21.50 for 20 ah cells,please adwise.Best regardsTor Helge我的回复：Hi Tor Helge,Thanks for keep informed.I fully understand that things are hard to go ahead because of holiday.When will the holiday end?表示理解To ease your international business in the long term with different suppliers,i suggest

11、you open a new account,which is easy to operate on line and off line to save much time and cost and energy.推荐开账户，对双方有利And according to the feedback from our customers,West Union would be a good choice,you could pay directly by your currency,no need to exchange to dollar or China Yuan.What do u think

12、 of this?委婉回复不能用客户的支付方式But i got confused when you mentioned 20ah,why do you change to 20ah?To be honest,we also have 20ah or 25ah cells,but the reason why i did not recommend 20ah is because bigger capacity seems more suitable for u since your target capacity is 50-120ah.If using bigger capacity,it

13、 will save more space,decrease total weight and volume.It will also save your pack cost and time.Do u think so?给客户分析用20Ah弊端By the way,what is the voltage of GEB 20ah?套点信息Looking forward to your reply.Rebecca15号继续跟进，打个亲情牌，也继续询问上封邮件我提的疑问Hi Tor Helge,How are u?On vacation now?If yes,i m sorry for this

14、disturb.Did you got my message of July 13th?Is there any problem for the finance or bank payment problem?Hope to your situations so that i could see what i can do.And i also hope to know your comments between 20ah anmd 40ah cells.By the way,Just check our all conversations from June 22.I m very appr

15、eciated for your time and kindly sharing all those days.It is my pleasure to cooperate with u.Best wishes,Rebecca然并卵，NO REPLY当天得回复：Hi RebeccaSorry about the delay.Yes acording to alibaba logistics that was the freight rates of FedEx IE.I was thinking eventually to use 3 cells paralell for better use

16、 of the capasity of the BMS systems (150 and 200A continous/twize that in peak).Also the price is 2-3 dollars obove other offers for 3.7V 40Ah cells,please give me a goood reason to buy from you.I actually will need 106-127 cells,but would like to get your very best price for both alternatives.Most

17、likely I will go for the 106 cell because of limited budged.Best regardsTor helge我报$523，他说$509换运输方式，对比工厂产品优势，降价Hi Tor Helge,Good day.1.It could be true if shipping ordinary goods by this price.But battery is sensitive goods in the world,in order to assure that you could recieve the goods without ris

18、k,so the shipping rate is higher,you could check through Customer office.To meet your bugdet requirement,i ve found sea shipping for u,the rate is$312,but the shipping time is about 30days.2.Normally NMC battery is 3.6v.If the 3.7v battery is still NCM battery,the material proportion is different,th

19、us performance is different.According to our cell engineer with 10-year experice,he told me that 3.6v NCM is what many china factory can do.Whats more,you may notice that our batterys tabs are from two sides,which is a patent design to greatly lower internal resistance,balance temperature,extend lif

20、espan.This is what many factory did not do.3.Because of dollar rise,we could lower the price to$44,but you need to pay this before July 23th,so that we could exchange within next week.Kindly remind that It is our deadline.We can not sell this with suffering a deficit.4.Why you need 127 cell or 106 c

21、ells now.May you explain?Rebecca15号发出，20号在邮件得回复Hi RebeccaSorry,we are having a lot of troubles with ourcomputer systems at the moment(last week).1.Ok to ship by sea.2.Ok,Your cells is good.3.Thank you it helps.4.We will be using 21S 2P and 32S 2P total 106 cells,and the extra 21 cells is intended fo

22、r my private use on a motorcycle,so I hope it is possible to save a little in including it on the order(Not included in the 5000 dollar budget)If possible could you make two PI,one with the extra 21 andone without.Hope to find a good way to pay within your timelimit.Western Union is not easy for us.

23、Visa or Mastercard is easy but may be a bit expensive.Any suggestions?Best regardsTor Helge 当天建议T/T，当天果断付款及时让客户了解订单进展及时让客户了解订单进展Hi Tor Helge,（出货跟进）How are you?New updates for batteries:After 5 days test,we packaged 130 pcs cells.Here is the package ways,please kindly check.（让客户放心质量，附图一张）Those batter

24、y packs was shipped to our forwarder and arrived to custom.And we are declaring goods to customs.If there is anything new,i ll keep you informed.Hi Tor Helge,（出提单跟进）How are you?An important thing.Here is the bill of lading.You will use it to get goods to your hands.Please check if this is okay?Hi To

25、r Helge,（船期跟进）How was your weekend.Here is the update for shipping from Carrier.VESSEL&VOYAGE:MILLAU BRIDGE/08WCARRIER:K LINE(HONG KONG)LTDPORT OF DISCHARGE:OSLOFINAL DESTINATION:OSLOETD HKG:20-08-2016ETA DEST:26-09-2016Be eyes of our customersHi Pedro,How are you?After recieving your payment on Aug

26、est 8,our cell engineer are testing 100 battery cells.Will choose 40 from 100.（附图一张）Our assemble enginner made a list for accesories that we need to purchase for your battery pack.About 10 materials(protection board,charger,assemble material and wires and so on)Now purchasing department are doing th

27、is.The protection board will arrive to our factory on Augest 25.Charger will arrive on Augest 29.Assemble material will arrive on Augest 23.Wires is ready.（争取的时间还是蛮长的，希望给力点，pia pia）Those battery packs plan to be finished on the beginning of September and ship to your country.Best wishes,Rebecca客户催单了

28、，怎么办？怎么办？Hi Rebecca.Any news?When can i expect to receive the items.Thank you耐心做好售后服务耐心做好售后服务希腊客户收到样品后，噩梦开始了，请看详细分解。外贸人永远奋斗在一线！首次反馈客户心情：较平静，只要电池好，神马都是浮云我的心情：蛮淡定。他说丑，我就随声附和，顺应客户心理，暗自想我对电池质量还是炒鸡放心7月19日第二次反馈客户心情：愤怒，受欺，我是如此的相信你，如此的相信这是最好的电池，然而电池竟然不正常工作我的心情：大失所望，这可是大货生产过的产品！捉急，不知所措，打电话给闺蜜冷静一下7月20日然后两波回复1

29、.真诚表示sorry2.找问题的原因8月2日第三次反馈客户心情：失望，说好的3C呢，然而2C都不行，怀疑所有电池质量，甚至怀疑人生，怀疑自己Unlucky!我的心情：懵逼，无奈，无语，说好的3C呢？我自己都没想到，他竟然这么梳理了心情，what a relief!论点-不是电池问题，是电池被保护了，这是出于安全考虑，为你好It is not the battery problem.It is because we limited the temperature by PCB for safety.The battery cell could reach 3C(we tested),but it could bear constant current.我都不敢相信自己的眼睛，经历了这么多问题，还满意？还是有希望的，只求妥当处理