阿里巴巴客戶培訓(xùn)資料：如何回復(fù)和跟蹤客戶？

1、 阿里巴巴客戶培訓(xùn)資料：如何回復(fù)和跟蹤客戶？觀點(diǎn)：1) 注意將您所有的客戶資料（如老客戶、展覽會(huì)認(rèn)識(shí)的客戶）放入客戶管理系統(tǒng)中，而不只是來(lái)自阿里巴巴的郵件查詢。這份表格會(huì)成為您公司最寶貴的工具。2) 每天至少三次查看您的電子信箱。3) 每次收到一個(gè)陌生的郵件查詢、電話或傳真時(shí)，您可以先在客戶管理系統(tǒng)中查找他以前有沒(méi)有和您聯(lián)系過(guò)，問(wèn)過(guò)你的產(chǎn)品，如果以前有過(guò)聯(lián)系，當(dāng)時(shí)的進(jìn)展如何？這樣您就可以對(duì)該客戶的情況有一個(gè)基本的判斷，后續(xù)跟進(jìn)將更有目的性；如果該客戶以前沒(méi)有和您聯(lián)系過(guò)，您就可以將他的資料錄入到系統(tǒng)中。4) 收到郵件查詢后您應(yīng)立即回復(fù)，告訴他您能為他做什么，而不是問(wèn)他能否為你做什么。5) 請(qǐng)確保

2、回復(fù)每一個(gè)查詢，而不是按照買家所在地區(qū)來(lái)判斷回復(fù)與否。很多大的歐美進(jìn)口商第一次不會(huì)直接跟你訂，而會(huì)通過(guò)他們的代理商。6) 系統(tǒng)地跟蹤每一個(gè)查詢，一般每半個(gè)月至少和客戶聯(lián)系一次，如果您有參展、新產(chǎn)品發(fā)布或促銷活動(dòng)，別忘了通知您的客戶。7) 經(jīng)常利用客戶管理系統(tǒng)來(lái)發(fā)直郵給所有問(wèn)過(guò)你產(chǎn)品的買家。8） 經(jīng)常發(fā)新產(chǎn)品附件給買家，每三個(gè)月?lián)Q網(wǎng)上產(chǎn)品圖象。9） 專業(yè)的回復(fù)讓買家感到你很積極和可靠。一、首次收到查詢后的回復(fù)樣本回復(fù)樣例一：Dear Ms. Lee,Thanks for your mail.We are glad to inform you details of the model you re

3、quired: FOB SHANGHAI (USD) MIN. ORDERMODLE# 23.5/PIECE 1,000 PIECESOf course the sample is available, but you should pay the charge firstly, and we will send it to you as soon as we receive your sample cost and courier. Best regards,XXX XXXX李小姐：多謝您的郵件。很榮幸將該產(chǎn)品資料通報(bào)您：FOB SHANGHAI（USD） MIN. ORDERMODEL#

4、23.5/PIECE1,000 PIECES樣品備索, 但需先支付樣品費(fèi)用. 我們保證, 一收到樣品費(fèi), 即刻寄出樣品.此致XXX XXXX回復(fù)樣例二：Dear Ms. Lee,Many thanks for your inquiry dated 25 Jan 2001.Regarding XXX000, the price is FOB SHANGHAI USD3.60/pc, minimum order is 5,000 pcs,=20, delivery time is 30 days after reciept of L/C or T/T.We can send you some sa

5、mples, if you can offer your air courier account No. for us to mail of freight correct.If you want to know more information about our products, pls contact us our visit our website.Hoping this first contact will result in profitable deals between us.Best regards.XXXXXXXX XXXXX DIRECTORXxxxxx Xxxxxxx

6、 CO., LTD.=20HANGZHOU, CHINATEL: 86-571-0000000FAX: 86-571-0000000E-MAIL: xxxxxxxx李小姐:2001年1月25日查詢收悉.關(guān)于XXX000 產(chǎn)品, FOB SHANGHAI 價(jià)格為USD 3.60/pc, 最小訂單為5,000pcs = 20. 收到L/C 或T/T后30天內(nèi)貨到.如果您能將貴司的空運(yùn)號(hào)碼告訴我們, 我們可以寄一些樣品給您.若需了解更多產(chǎn)品資料, 請(qǐng)與我們聯(lián)系或參觀我司網(wǎng)站.希望這第一份信件能對(duì)我們雙方的來(lái)往打下好的基礎(chǔ). 此致敬禮Xxxxxx Xxxxxxx CO., LTD.HANGZHOU,

7、CHINATEL: 86-571-0000000FAX: 86-571-0000000E-MAIL: xxxxxxxx回復(fù)樣例三：XXXX XXXXX XXXX CO., LTD.FAX: 0086-571-0000000 TEL: 0086-571-0000000E-MAIL: xxxxxxxxTO: IMPORTING INC. FM: XXXXX XXXXXXXATTN: MS. JANE LEE DATE: JAN. 26. 2001DEAR JANE,WE ARE VERY PLEASED TO RECEIVED YOUR E-MAIL TODAY WITH MILLION THAN

8、KS!WE THANKS FOR THE INTERESTED THAT YOU HAVE SHOWED IN OUR PRODUCTS, AND WE WOULD LIKE TO ENTER INTO SINCERE BUSINESS RELATIONS WITH YOU!AS REQUESTS, WE ARE NOW QUOTE YOU AS FOLLOW:XX00000 X/0 Products PRICE AT US $1.34/PC FOB SHANGHAI,DELIEVERY TIME: 30DAYS AFTER THE RECEIPT OF L/C.SAMPLES AVAILAB

9、ILITY: ACCORDING TO OUR COMPANY AGREEMENT: SAMPLES FREE, POSTAGE CHARGED TO BUYER, BUT SHOULD BUYER PROMISED PLACE ORDER AGAINST THE ITEMS HE OR SHE WANTED!THANKS FOR YOUR KINDLY COOPERATION! WE HAVE LOTS OF SAMPLES LIKE THIS LINES, WOULD YOU LIKE US TO SHOW YOU SOME? PLEASE ADVISE US ASAP! AND KIND

10、LY TELL US THE ACCETABLE OF THE ABOVE! THANKS!LOOKING FORWARD TO HEAR FROM YOU SOON!THKS & B.RGDS!XXXXXXXX XXXXX DIRECTORXXXX XXXXX XXXX CO., LTD.FAX: 0086-571-0000000 TEL: 0086-571-0000000E-MAIL: xxxxxxxxTO: IMPORTING INC. FM: XXXXX XXXXXXXATTN: MS. JANE LEE DATE: JAN. 26. 2001DEAR JANE,今天收到您的查

11、詢, 萬(wàn)分感謝!感謝您對(duì)本公司產(chǎn)品的興趣及垂詢, 很希望能有機(jī)會(huì)與貴司進(jìn)行貿(mào)易往來(lái).針對(duì)您的查詢, 報(bào)價(jià)如下:XX00000 X/0 產(chǎn)品價(jià)格: US$1.34/pc, FOB SHANGHAI.交貨期: 收到L/C后30天.樣品: 備索, 按我公司的協(xié)議, 樣品免費(fèi). 由買家支付運(yùn)費(fèi), 但買家需就他或她感興趣的產(chǎn)品發(fā)出一份訂單.謝謝您的合作! 我們有很多這一類產(chǎn)品的樣品, 您是否需要看一看?請(qǐng)盡快與我們聯(lián)系, 并請(qǐng)告知對(duì)上述信息是否滿意. 多謝.盼速回復(fù)!此致 敬禮回復(fù)樣例四：Dear Ms. Jane Lee,We thank you for your fax dated Jan.25,

12、2001. And as requested, we are making you the following offer based on FOB SHANGHAI CNINA in US$/PC:XX000 $4.50 (600D ramie poly)If the above prices are acceptable to you, we will send samples upon request. We would also like you to send us your designs or ideas, so that we will be able to make samp

13、les accordingly.Looking forward to hearing from you soon.Please reply to:e-mail: xxxxx xxxxxfax: 0086-571-00000000tel: 0086- 571-00000000Best regards.Xxx XxxxxJane Lee 小姐:多謝您在2001年1月25日的傳真, 按您的要求, 現(xiàn)報(bào)價(jià)如下, FOB SHANGHAI 美金價(jià):XX000 $4.50 (600D ramie poly)若您能接受上述報(bào)價(jià), 我們會(huì)按您的要求寄樣品. 您也可以將您的設(shè)計(jì)或想法告訴我們, 我們可按此做樣品

14、.盼速回復(fù)!請(qǐng)回復(fù)至:e-mail: xxxxx xxxxxfax: 0086-571-00000000tel:0086-571-00000000此致 Xxx Xxxxx回復(fù)樣例五：Dear Ms. Jane Lee,Thank you for your e-mail and your visit our web site from which we find you are interested in our 2-0125*7-1026-Women's underwear. We are glad to send its information to you and hope tha

15、t it will be helpful to you.Product No: 2-0125*7-1026-Women's underwear85% Cotton15% LycraColor: red. pink. whiteUnit price: USD.6.03/piece FOB SHANGHAIMinimum order: 5000 pieces per colorDelivery: 30 days after L/CWe look forward to your further reply.Yours truly,Xxxxxx XxxxxxxJane Lee 小姐:多謝您的e

16、-mail, 及對(duì)我司網(wǎng)站的參觀, 我們發(fā)現(xiàn)您對(duì)型號(hào)為2-0125*7-1026 女式內(nèi)衣很感興趣, 很榮幸回復(fù)您的查詢,希望能有所幫助.Product No: 2-0125*7-1026 女式內(nèi)衣85% 棉15% 萊卡顏色：紅色，粉色，白色單價(jià): USD 6.03/件, FOB上海價(jià)格最小訂單: 每種顏色 5000 件交貨期: 收到 L/C 后30天盼速回復(fù)此致Xxxxxxxx二、利用推出新產(chǎn)品的機(jī)會(huì)和以前中斷的客戶取得進(jìn)展Subject: New ProductsDear#：You have inquired about my companys products on july 10, 1

17、999.We have some new products on our website:If you are interested, please reply and we will answer your questions within 12 hours.Regards,Peter Shee親愛(ài)的#：您曾經(jīng)在1999年7月10日向我們查詢過(guò)我們的產(chǎn)品情況。目前在我們的網(wǎng)站上有一些新的產(chǎn)品信息，您可以到以下網(wǎng)址去查看：。如果您對(duì)這些產(chǎn)品有興趣的話，請(qǐng)給予回復(fù)，我們將在12個(gè)小時(shí)內(nèi)回復(fù)您的查詢。此致#三、利用同行競(jìng)爭(zhēng)與客戶取得進(jìn)展Dear #How is the weather over i

18、n U.K.? Ive never been there before.You are not the only Importer in U.K. that has asked me about my Clothing product. I have also received inquiries from the following Companies in LondonKXYH CompanyUniversal Renta CoWould you like me to help you by making a special sample for you that I will only

19、sell to you and not sell to these two companies.I will send you a catalogue tomorrow morning. If you could provide me with your DHL# or FEDEX# then I can send you samples with the catalogue.I look forward to your reply,Regards,Peter Shee親愛(ài)的#：英國(guó)的天氣如何？很遺憾我從來(lái)都沒(méi)有去過(guò)那里。在英國(guó)，您不是唯一一家對(duì)我們產(chǎn)品感興趣的進(jìn)口商，我也曾經(jīng)收到過(guò)以下公司的

20、查詢：KXYH Company Universal Renta Co不知您是否愿意讓我們單獨(dú)為您試制一些特殊的樣品？我們承諾這些產(chǎn)品將只為貴公司定制而不會(huì)銷售給您在倫敦的同行。明天上午我會(huì)發(fā)樣本給您，如果您能提供您的DHL# or FEDEX#，我們將在提供樣本的同時(shí)向您提供樣品。盼速回復(fù)!此致敬禮繼續(xù)跟蹤: Dear#Sorry I never received your reply. I will send the catalogue today.Good Luck,Peter Shee四、利用客戶管理系統(tǒng)按照日期回復(fù)的例子：Dear #It is good to hear from you again. You inquired about my Tools on july 10, 1999. I sent you a company catalog at that time. I can send you a second catalog if you need?I will send you a sample of my-Bathroom Accessori