商务英语谈判-chapter 2 modules of business negotiation

ENQUIRY & REPLY
Enquiry can be of two types: general enquiry and specific enquiry. In general enquiry, the buyer asks for: 1. General information he needs, such as: a catalogue, a price list a quotaiton sheets, a sample an illustration, a photo
Negotiation Skills – Ways of saying “No”
• • • • • • 1. I’ll see what I can do. 2. I’ll let you know. 3. Maybe. 4. I’ll ask. 5. I’ll find out. 6. You could call head office and ask, they have more authority than I.
Guidelines for Making Enquiries Professionally
• 4. Most letters of enquiry are short and simple, so much so that many firms have adopted the practice of sending printed enquiry forms, thereby eliminating the need for a letter.
• 1. Make sure that your quotation is correct and exact. • 2. When you reply to the buyers, you should focus on what you can do. • 3. Set up product catalogue list. • 4. For a firm that is ken to increase sales, the reply must now fulfill the function of a salesman. • 5. The secret to converting an enquiry into a real order is to make the buyer reply as soon as possible.
Hale Waihona Puke Baidu
quotation
• A response to enquiry, quotation may be given. • A quotation usually includes:
• 1. An expression of thanks for the enquiry • 2. Details of prices, discounts, and terms of payment • 3. A statement of clear indication of what the prices cover (e.g. freight, insurance, etc.) • 4. An undertaking as to date of delivery or time of payment • 5. The period for which the quotation is valid • 6. An expression of hope that the quotation will be accepted
Guidelines for Making Enquiries Professionally
• 2. If it is a first enquiry, the enquire should also say something about how the supplier’s name is obtained and some details of his own business, so it is clear he is a client who should be taken seriously.
Guidelines for Making Enquiries Professionally
• 3. The enquirer should be reasonable in the information requested and clear on each requirement, including prices, discounts, terms of payment, and the length of time required for delivery, so he can expect an equally clear answer in reply.
ENQUIRY & REPLY
In specific enquiry, the buyer asks for: 1. Points to the products he wants, such as: the name of the commodity, the specifications, the quality the unit price FOB or CIF, the time of shippment, the terms of payment.
Examples
• I can introduce the product your competitor asked for. • I can make some special samples for you if you reply. • I can introduce the 1,500 kinds of products to you if you reply. • If you want samples, please reply.
Guidelines for Making Enquiries Professionally
• 5. Enquiries should be addressed to the company instead of an individual to receive quick attention.
Guidelines for Making Replying Enquiry Professionally
European Main Ports (EMP) 欧洲主要口岸
• -Genoa 热那亚 (意大利港口城市）
– Marseilles 马赛 （法国港口城市） – Antwerp 安特卫普 （比利时港口城市） – Rotterdam 鹿特丹 （荷兰港口城市） – London 伦敦 – Hamburg 汉堡 – Copenhagen 哥本哈根
Chapter Two
Modules of Business Negotiation
Modules of Business Negotiation
• • • • Inquiry Offer Counter-offer Acceptance and conclusion of a contract
ENQUIRY: ask information about products, prices, discounts, means of payment required, delivery, sales terms REPLY: give the information requested ORDER: order the goods + give details about the goods ( description and quantity), price and means of payment,instructions about transport, packing, insurance, documents, delivery time CONFIRMATION OF ORDER: confirm the order and dispatch the goods according to instructions PAYMENT: the buyer pays for the goods ordered
Beverly hills
• Many visitors come to Hollywood expecting to find a gleaming city filled with movie stars, posh restaurants, grand mansions and expensive shopping areas. They are, of course, very disappointed; the actual suburb of Hollywood is far from glamorous. The real "Hollywood" is a state of mind, not a place; it's not so much a city as it is shorthand for the general movie and entertainment industry. But if that fabled, glittering Hollywood of the tourist's imagination exists anywhere, it exists in Beverly Hills. It is in Beverly Hills, not Hollywood, where many stars actually live, dine and shop.
• Ways to say NO
– Polite refusal: I don’t think it is a good idea. – Give reason: I can't do that because…. – Silence. – Walk away “I’ve got a meeting to attend.” – Ignore the person – Avoid the situation – Find others’ support – “ I don’t think my boss will agree.” – Talk about your own feelings – “I understand what you want, but you need to understand mine.”
Refusal Skills
s T O P
Say no.
Tell why not. Offer other ideas.
Promptly leave or change topic.
Do not negotiate unrealistic demands
• 1. It prevents you having to concede substantial ground unnecessarily. • 2. It avoids raising false hopes, which would make it difficult for us to satisfy later. • 3. I t stamps your personal authority and professionalism on the situation.
Guidelines for Making Enquiries Professionally
• 1. Before you enquire about products that interest you, please be specific on: • The estimated quantity you’re going to order • The terms of pricing you want (CIF or FOB) • The destination air/sea port for CIF or C&F quotations that is most convenient for your business