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“甜言蜜语”求客户要样品 Make Samples Wanted with Sweet Words

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发表于 2015-12-25 12:21:44 | 显示全部楼层 |阅读模式
环球跨境通
历经几个月的产品样板改良,今天我(Donna)甚是激动地将按照客户意见改良好的产品样板寄出供客户重新测试。

一、说服客户给机会送样测试质量。

这个客户也算是我的一位“老相好”了。回想当时进公司时,领导见我有一腔无法阻挡的热情,就给我安排跟踪华人居多的大马市场。所以,我是一进入公司就开始跟踪这个品牌客户了。一开始介绍推荐产品给客户时,客户打太极似的推来推去说不适合,暂时不需要之类的。

可是我浏览了客户的网站,了解到其实我们的产品是符合他们采购的款式要求的。所以要想尽一切办法先让客户拿到样板测试质量。一天我电话联系客户,开始也没特意说到关于工作上的问题,也就是问下客户近况和工作情况,然后顺其自然地引入到最近产品销售得如何,有没有采购计划那样?客户也是醒目派,一听就知道我想问什么了,他回应道我们价格高啊之类了(客户很委婉也直接地拒绝了我们的产品)。客户解释说他们现在正热销的产品A的价格都比我们的要低1~2美金,材料还要比我们常规材质高级。

当然我也是位精明的销售,马上向客户强调我们的产品质量,我们还给哪个牌子贴了牌,足以证明我们的实力和质量档次。从客户语气中明显听到了敷衍,我想他肯定认为是是黄婆卖瓜了。这时我灵机一动,就跟客户说,要不然我提供两种材质的样板供你测试,对比我们的质量,到时如果你仍然坚持高级材质的话,我们也可以做给你。我也是想站在贵司立场去想,想让你们用最优惠的价格拿到最好的货,货卖得好,你们利润高,我们也高兴。我们也正是要找长期合作的优质客户。此时,客户FEEL到了我的诚意,终于答应我拿样板测试。

二、说服客户再次给机会改良样板并送样测试。

工厂完成客户的样品后,我立马就将样品寄送给客户测试。当时客户测试报告一出,我惊呆了,就是在某些设置上的小问题上,想不到客户竟然接受不了。我那个担心啊!客户不信任我们的质量,那问题就大了。我不依不挠,每天一通电话,一番一番甜言蜜语炮轰客户。最后,他还是妥协,答应了给我们机会改良并再次送样。

三、说服客户免除我们样板检测费用。

虽然客户同意了给机会我们改良样板并再次寄送测试。但客户却要求说如果测试不通过就需要我们支付检测费用。我再次惊呆了,这如何是好?当时跟客户周旋了一段时间后,最后客户也没怎么表态。最后我就飚出一句:"Your trust means much to me! If sample not pass, I will lose your trust and a good customer, it's a largest lose for me! How can I bear the test fee more? For me,really a double lose, my dear friend." 客户可能也体谅到我的难处,也明白了我们为他们改良的用心,感觉到了我们对他们的重视,最终客户还是同意了免除我们的样板检测费同。

其实这么一路过来的沟通,我都很开心,很感谢客户的NICE,客户的包容。另外也说明了甜言蜜语是真的可以俘虏客户的小心脏哦!

一直听说了很多骗样品的事例,很少听到说求客户要样品,Donna真是好样的,脸皮和我的差不多厚呢,我也要学学甜言蜜语。

After months of modifying of the samples, today I (Donna) finally send the modified samples of products to the customer according to his requirements for retesting.

1. Convince the customers to accept the samples for quality testing.

I have known this customer for long. When I was new in the company, my boss appreciated my strong passion and arranged me to follow up with the Malaysian market with a large number of Chinese, and I have been following up with this customer ever since I worked at the company. When I introduced our products to him at the beginning, he always turned me down by making all kinds of excuses, saying that they didn't need our products yet.

But I checked their company's website and realized that actually our products confirmed with their purchasing requirements. So I must try to convince the customer to get our samples for testing. One day I called the customer and asked about how things were going on with him at life and work without mentioning particularly our corporation, and then naturally I led the topic to sales and asked if they planned to purchase. The customer was also a shrewd person and he knew what I was getting to, so he replied by saying something like "your prices are too high" (he rejected our products gently but directly). He explained that their best-selling product A was about 1 or 2 dollars cheaper than our products and it was made from material that was even better than ours.

But of course I myself am a smart salesperson. I immediately stressed the good quality of our products and told him we are original manufacturing for many famous brands' badged-products to ensure him of our strength and the advantageous quality of our products. Judged by the tone of the customer I sensed that he was still uninterested, and I understood that he must think that I was just boasting. Then I got a flash of wit and I told him I could offer him two samples with different material for testing so that he could compared our products' quality with theirs, and if he should still insisted in using the better material we could do so for them too. I confessed that I was thinking from their standpoint and wanted them to have the best products at a most reasonable price, and that if the goods would sell well and they could make many profits, we would also be very delighted, because we were looking for good customer to build long-term relationship with. And then the customer felt that I was sincere and finally agreed to take our samples for testing.

2. Convince the customer to take the modified products for retesting.

I sent the samples to the customer as soon as they are finished from the factory. When their testing report came out I was shocked. I didn't expect that they wouldn't accept some small problems over the products' settings. I was so worried. If the customer didn't trust in the quality of our products then things would get so difficult. I didn't give up and called the customer every day, saying all the sweet words to win back his heart. And finally he compromised and agreed to give us another chance to modify the products before sending them.

3. Persuade the customer not to charge us for the testing of the samples.

Although the customer agreed to receive and retest our modified products, he required that if the test failed again we would need to pay for the testing. I was shocked again. What should I do? After negotiating for a while the customer didn't take a clearcut stand, and then I gathered courage and said: "Your trust means much to me! If samples do not pass, I will lose your trust and a good customer. It's a largest lose for me! How can I bear the test fee after that? For me, it would be really a double lose, my dear friend." Maybe the customer felt sympathy for me and felt our sincerity of modifying the samples for them and realized that we really thought highly of them, so he agreed not to charge us for the testing.

After such a long term of communication I am really glad and I really appreciate the customer for being so nice and so tolerant. And this experience proves that sweet words do help us capture customers' hearts.

I have heard so many stories of salespeople being cheated for samples, and I never hear that they convince the customers to take the samples. Good for you Donna! You are so courageous. I think I should learn to say some sweet words too.

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