电子商务的沟通技巧

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阿里巴巴版权所有

1999-2008

电子商务沟通技巧

GRANT ENTERPRISE

JACKIE LIN(Mr-)


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课程内容

.一、Foxmail
.二、沟通技巧
.二、沟通过程中活用条款
.三、客户跟踪和服务
.四、沟通的宗旨



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Foxmail-邮件主题可修改

.进入Foxmail 界面，展开邮箱状态，点击鼠
标右键，展开菜单进入修改主题，就可以
随意修改和标注你所要跟进的状态。


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设置模板信提高回复效率-节省时间

.进入Foxamil 邮件展开状态，先点击


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5

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.进入插入签名管理，展开菜单，点击签名
管理，将展开如下状态：



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Example-1-邀请客人上线聊天
.Hi,
.Do you have MSN,Skype,or Yahoo message chat online tool ?if have
please give me then we chat online some urgentand important questions
will easy .Pleaseadd ....
.MyMSN ID is jackielin363@
.MyYahoo message ID is jackielin363@
.MySkype ID is jackielin363
.If all you have not , and you can check following website
./
.and then download tradermanager and install this software on your
computer ,
.then register it and then open mywebsiteyou will find
.my trader manager online , and you can add and chat with me also is ok
.try do it , it's very good for your future business ,thanks.
.Best/Jackie



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Example-2-询盘未回复
.Hi,
.Did you got my last email ?
.I got your emailinterested ourproducts via myalibaba
website
./showroom/cngrant
.
.Do you remember my company or me ?please check my
abovel website you will clear know .If you got my email please
let me know your idea and further info,if not also tell me then
I resend you like products e-catalouge and pricelist to
you.Thanks.
.Jackie Lin-Mr.



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Example-3-西联格式

.When you filling western union form
.First name:WAN GUI
.Last name:LIN
.Identity ID:330322************
.Add :RM305,4-BUILDING,XINYUANJU,QINGYUAN
ROAD,WENZHOU,ZHEJIANG,CHINA
.-----------------------------------------------------------------------------
.After paid ,please send following correct details to me then I
check with my western union office.
.MTCN:____________________________
.Sender first name:
.Sender last name:
.How much money (correct number without included bank
charge )



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Example-4-永久性跟踪信

.Hi，
.How are you ? I have noany further
info from your last email touched .
.Please let me know your idea .
.Best Regards,
.Jackie Lin-Mr.



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Example-5-Trader Manager
.Hi，
.Thanks for your leave a messagevia my alibaba
trader manager message and interested our
.products ,Ok,I will send our this series
products e-catalouge to you make select , please
try check and make select

copy pics and list
items code back me then I will make quote to
you,thanks.
.



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Foxmail-自动待发
.3个小时内，利用10个GMAIL 邮箱
自动发出1500封邮件，将在发送完
毕后1个小时内有10%得到客户的
回复。



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从初次询盘到最后跟踪过程
A、初次询盘回复发送完毕

B、备份永久性跟踪信存入新建文件夹

C、随时间积累，备份的跟踪信将越来越多。

D、从初次询盘回复后，一周内再次发送永
久性跟踪信。

E、如果客户将下次跟踪信中已经回复，这封
永久信跟踪信将再可使用。


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.现场操作



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电子商务沟通技巧
故事-STORY ?????

STARTING


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阿里巴巴版权所有
2010-2011
电子商务沟通技巧
-客户回复效率低（时间间隔长），
如何解决？

-客户提出的付款方式不能接受，

如何解决？


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电子商务沟通技巧
-客户担心付款后将变骗局，如何
解决？

-如何对待好的客户？

-如何对待回单慢的客户？


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电子商务沟通技巧
-当货出问题客户不相信你的情况下，
如何解决？

-如何在一周内从最初询盘接触到最
后确认订单并快速拿到PAYMENT
COPY或是到账（Money)?


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电子商务沟通技巧
-客户要求指定货代，如果解决？

-如何提醒客户出货到港后将要发生的事
情，避免客户不懂进口程序所带来的
巨大额外所产生的费用甚至弃货？


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阿里巴巴版权所有
1999-2008
一个怪人/斯洛伐克客人的
故事

Ivan-Slovakia


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初次询盘2005年11月10日


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.We are a distributive company in Europe. We deal
with accessories for smokers.We would like to import
your products into European market. We want to
some replica cigarette lighters. Please, send us your
offer of your products and pricelist too. If prices
arefavourable, we will make an order immediately .
.Nowadays we buy these products from Iran, but for a
bad supply, we had to look for others companies.We
have one condition: these lighters, after your testing,
will not contain any gas.Because it did do problems
with an import –so we fill it ourselves.



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阿里巴巴版权所有
1999-2008
怪人特点一：每天跟踪1次
（甚至多次同样的信）多不回
复但他也不怕烦，可就是不回
复，也不知道在干什么？可能
突然间1-3个月给你一个惊喜是
一个订单直接叫你做PI然后付
款，从来不解释为什么这么迟
回复
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.怪人特点二：英语不是很好，
老写信几个单词老让我去猜测，
沟通上有点障碍，每次重复问几
次才多写几个单词给我。
.Example following:
.Jackie please you wait time.Ivan
.Jeckie you waits for price.



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.Jackie please info on goods.
.infor

m on business.
.Jeckie Iam crazy. Please
info in goods.



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-客户要求指定货代，如果解决？

At now I was in contact With

shipper.Hedoesn′thavproblem with

transport. I know, that you don′t have prepared

goods. Jakie, my shipper is very well, he send me

goods 10-15 times to year blind lower price. Your

goods will be cost 500 USD. you don′t take

goods, because I could offer goods this year, but

when you send this goods late, I will don′t

offered next. I sent you monetoday.


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说服客人用我们的货代
You not know china custom policy, not you said write
decorative gift ,if we write decorative gift , china
custom will check and open container and cartons ,
once found diffirent our writen need penalty,and also
the goods will be confiscate,espical the shanghai port ,
now never supplier risk for this port, and china
police and custom check very strict ,all goods must via
computer scan and they will find very clear , but our
forwarder use not this way , and use relation past,do
you unerstand ?if you want risk do it by your
forwarder , ok , I have no idea , but I must tell you
first , if have risk and danger the goods will be
confiscate , and will be happen extra penalty, and all
cost you need pay, not my pay this money , I am do
FOB not do extra all problem cost .


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.But If you use my forwarder everything
problem I will deal with not any risk and
danger , why you can' use my fowarder ?
before years I exported my forwarder
everything is ok , why this time you use a
new fowarder , and the forwarder never
doen our goods before and not this
experience.please advise .



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一个老承诺又喜欢找借口的英国客户

Andrew


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2009年6月29日初次询盘

.i am interested in many products you sell. i
am a major european importer and
wholesaler. please send me a price list. i will
only order containers so please offer
bottom prices. i am interested in;
handmade sams
other carbon steel swords (include viking)
cheaper straight bladed samurai sword sets
and single sam swords



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.slingshots and crossbows
throwing kives
lord of the rings swords (especially anduril)
fantasy swords and knives
any practical knives you have (pen knives,
folding knives, machete's, bowie knives,
etc)
i am also interested in your other ranges
(clothing, polyresin) but we can come to
these later.



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.特点：马拉松漫长式谈判，从2009
年6月至今，从一个1X20ft container
to 最后变成2000USD 小单。经常承
诺具体时间、期限、准确的数字、
说会下单付款给我等资料但最后多
没实现。一等就一年，但最终没放
弃最终实现成交订单。
.我经常会问他where your promised?



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.Hi Jackie,
im sorry about all this messing about. i have the
money for the order but i am too scare

d to send
it. i have just been ripped off for $29,000 by a
chinese supplier. im in a mess over it. im too
scared to send new suppliers money at the
moment. i really want my order with you. i can
easily sell 20 containers a year from you. but i
am just too scared!!! im sorry.



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.i will have to start smaller to gain trust.
i need 100 of
/catalog/scottish-
dirk-with-knife-fork-p-36.htmlcan you supply? what price?
i need 1000 of
/catalog/sgian-dubh-
thistle-p-78.htmlcan you supply? what price?
perhaps i can do this small order first. then do
our outstanding order. what do you think?
many thanks,
andrew.



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.hi Jackie,
i cant tell you exacttime. our scheduleis
off track. i am trying my best. your
payment is a priority to me. sorry but i have
to reorder old lines before i start new ones.
but i will get to you soon.
have patience and all will work out well in
the end. i promise.



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.hi Jackie,
i just want to start with these two items.
Once we have had a successful delivery
then we will revert back to the full order
(starting with the small $10,000 part then
the bigger $20,000 part)
.I promised
.many thanks,
andrew.



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.Hi Jackie,
ok i see now this is my fault. my
expectations were too high. i cannot get
everything off one person. you are a good
company and have many good things and
this is what i will focus on.
so let us start on some suits of armour to
build a little trust.



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.please offer me your best prices on the
following items so i can put together a
small order on them.
crusader blackJA013L1US$519.23 crusader
silverJLA013N1US$785.00 black
knightJL0703L1US$340.61
knightJL0723L1US$321.92
knightA1US$283.50
How much cheaper can you go on these?
many thanks,
andrew.



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.i am sorry for any stress caused to you over this
order but iwill not berushed. it must happen to
my schedule, not to yours. i have now fitted it
into my cash flow as we are almost ready. i will
pay the deposit around january 25th. goods will
be ready around feb 25th i imagine and balance
payed. we will receive them around april 1st. at
this point i will pay second deposit. again
balance of 2nd deposit around 1st may. goods
here around 10th june. I promised



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-客户提出的付款方式不能接受，如何解决？
.so the order is around $27.0002 things... 1) i wont pay silly terms. i import
goods for a living. asking me for stupid
terms like 100% in advance quite insulting.
im not an idiot...2) because we have never
done business before i will need to split this
delivery into 2 parts. it is company policy
not to exceed $10,000 on the first order
with a new supplier (for obvious reasons).



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.so..i will let you choose how to split
the order into 2 parts. the first part
to be less than $10,000. i will pay

25% in advance of production and
the balance on faxed copy of b/l. as
soon asthe first shipment
isreceived we willpay the25% on
thesecond balance goods.



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.一个克罗地亚的客人
.Argus



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特点
.第一次询盘订单下了9500美金，但是出货过
程中货出了问题，责任在客户方，反而客
户要求我方赔偿950美金坏的货款，要求打
还950美金。


客户抓住这点双方坚持了2两年多保持联系没
有下单和退款，最后如何解决？


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-当货出问题客户不相信你的情况下，如何解决？
.send me back the money for the Nazi
knives, then you may continue the
.business with us.
.director Tomislav Preglej



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.Before any new orders, send us this model of
the knife as shown on
.picture in the appropriate quantity up to USD
924 and you can reduce
.924USD for transport
.costs to Croatia by UPS,TNT or other ekspress
post.
.We know you can not return back the money
and we did not required it.
.Send us these knives as a message of goodwill to
re-gain our trust in
.yor Company, Alibaba is not enough evidence.
.If you do it, debt no longer exists and then we
can co-operate.



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重视小客户寄样后突变大单
.Hello Jackie
.I need two out of these please SB383
SB957B451C 535up to your
discretion what you would like to send.
Let me know how much this costs and
I `ll use Wesern Union. Please also
include exat nemae and address, phone
number .
.Best regards
.Paul



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特点
.从初次询盘-寄出样品-收到样品7-10天，
.客户确认样品非常好
.准备下单1X20ft container (意外）
.付款50%T/T ADVANCE
.Balance 50% money before shipping
.确认细节-做合同PI-要求付款1周内收到钱



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1X20ft container
.Hi Jackie,
.today we received the samples, thank
you very much. They are awsome and
we are thinking about to place an
order of totaling about 2000
pcs.Looking for a 20 Ft,. Container,
could you advise how much figurnes (
mixed ) would fit into a 20 Ft
Container ?
.Very best regards
.Steven & Paul



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保持不同时间跟进………
.Hi，
.How are you ? I have noany further
info from your last email touched .
.Please let me know your idea



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.F eedback Example-1:
.Dear Jackie,
.Sorry for the late reply, we once forwarded your
offer to our customer, we were noticed this
project was postponed to a schedule to be
advised;
.we will let you know when is it resumed, please
stop your automatic replies.
.Thanks and best regards,
.Luca Bissaro



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Eample-2
.Hi JackieI am waiting for some time,I plan to send first
order closer to summerJust got 1 container with RC models that I have
to sellbest regradsThor



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Eample-3
.Dear Grant,
.
.We have cancel the purchase ,sorry.l
.
.Any question, please feel free to let us know

.
.
.Best regards.



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跟踪的宗旨
.每一条询盘，每一封邮
件，我们必须要求客人
一个FEEDBACK.



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Example-4
.Hi Jackie,
Thank you for your atention.
Let me know to say the situation.
My client was interesed for the gun was very interesed
for the sample you send me but he ask me to wait
because he was taking more time yhan he was thinking
to start his business...
So I wait about he want that gun.
If because we stay only here .
Thank you.
Serge



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Example-5
.HI! JACKIEI DID NOT FORGET YOU,MY TRIP WAS
DELAYED FOR AFEW WEEKS BUT NORMALY I
WOULD TRAVEL TO CHINA NEXT WEEK . I AM
GOING TO BE IN GUANGZHOU. ARE YOU LOCATED
FAR FROM THIS CITY IN TERMS OF HOURS BY CAR?
THIS WAY I WILL KNOW IF I HAVE TIME TO SEE YOU
DURING MY TRIP TO CHINA. IF I CAN'T SEE YOU THIS
TIME IT DOES'NT MATTER BECAUSE I WILL BE
TRAVELING TO CHINA 4 OR 5 TIMES THIS SUMMER I
SHOULD BE ABLE TO SEE YOU THEN.
HAVE A GOOD DAYMARQUIS



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Example-6
.Hello my dear Mr. Lin, How are you and your family ? ,
Thank you for you pacience talking to me on the
chatroom, I think you are a nice person, I am a Count
here, I am descendent from the royal family , but i feel
your a special person that one can trust and you are also
a noble man. Can you tell me a little about you ?
Regards from
your friendCount
Tony.



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Example-7
.HelloSorry I have not replied.I am still looking
at your products.I am building the website
now.I will send you a list soon.Thank
youCathie Kammer



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Example-8
.Dear Jackie Lin,in the moment we are checking
all offers and MOQ, and the Way for the import
in Lettland. So we ll let you know so fast as
possible.best regards Udo



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Example-9
.that is great news.I hope I will have orders for
you soon also. I will start putting on my site
asap.I am very happy.
Just give me the highest price and lowest price
and I will start selling by the highest price so I
can make us both some money.