最新如何高效回复询盘和即时沟通-刘江PPT课件

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1、如何高效回复询盘和即时沟通-刘江自我介绍自我介绍n n1996199919961999年年年年东莞市毅力集团有限东莞市毅力集团有限东莞市毅力集团有限东莞市毅力集团有限公司总公司公司总公司公司总公司公司总公司(港资企业港资企业港资企业港资企业)生产部经理生产部经理生产部经理生产部经理n n2001200320012003年年年年广州可欣饰品厂广州可欣饰品厂广州可欣饰品厂广州可欣饰品厂(台资台资台资台资企业企业企业企业)业务部经理业务部经理业务部经理业务部经理 兼厂长兼厂长兼厂长兼厂长n n2004-2004-至今至今至今至今 深圳市恒特尔实业有限公深圳市恒特尔实业有限公深圳市恒特尔实业有限公深圳

2、市恒特尔实业有限公司司司司n n恒特尔恒特尔恒特尔恒特尔(香港香港香港香港)实业有限公司实业有限公司实业有限公司实业有限公司 总经理总经理总经理总经理n n展会经历：展会经历：展会经历：展会经历：20092009年年年年 香港湾仔香港湾仔香港湾仔香港湾仔LEDLED灯灯灯灯照明展照明展照明展照明展什么样的附件客户有机会能被打开？n n很多附件客户可能会打不开，所以也看不到，像ECXEL,WORDetc.n n附件应该尽可能以图片或者PDF方式添加n n附件名称应该与正文提到的附件名称相符。什么样的结尾签名比较合适？n n结尾签名的设置：姓名，职称，公司名，地址，电话，手机，传真，邮箱，网址，M

3、SN，也可以把公司的LOGO加入签名。n n注意以下两点：n n电话和传真应尽可能避免使用同一个号码。n n网址如果没有，应注明website:underconstruction.Photoshop基本处理技巧n n案例示范即时沟通什么是即时有效沟通?n n我们是怎么和客户进行即时沟通的？n n你是怎么做的？n n如果我们能有效及时把握住客户如果我们能有效及时把握住客户和订单，这就是有效即时沟通。和订单，这就是有效即时沟通。n n日期日期日期日期:2010-08-05:2010-08-05n nTina:(14:46:35):Tina:(14:46:35):n nHello!Pleasecon

4、tactmeifyouneedphonescreenprotectorHello!Pleasecontactmeifyouneedphonescreenprotectororotherproductsscreenprotector.Wewillgiveyouthehigorotherproductsscreenprotector.Wewillgiveyouthehighqualityproductsandbestprice.Thanks!hqualityproductsandbestprice.Thanks!n nLinda:(15:12:24):Linda:(15:12:24):n nhih

5、in nyes,weneediphonescreenprotectoryes,weneediphonescreenprotectorn ndoyouhaveitdoyouhaveitn nTina:(15:31:30):Tina:(15:31:30):n nyes,wesellityes,wesellitn nTina:(15:36:08):Tina:(15:36:08):n nmaylaskyoumaylaskyouwhichbrandwhichbrandwouldyoulike?wouldyoulike?n nLinda:(15:38:38):Linda:(15:38:38):n niph

6、oneiphonen n500pcs500pcsn nTina:(15:39:07):Tina:(15:39:07):n nwhichstardard?whichstardard?n nLinda:(15:39:48):Linda:(15:39:48):n n3gs3gs?订单-我们是怎样失去的？案例分析n nTina:(15:40:45):Tina:(15:40:45):n nwhataboutmaterialandprice?whataboutmaterialandprice?n nLinda:Linda:n n日期日期日期日期:2010-08-06:2010-08-06n nTina:(

7、13:30:37):Tina:(13:30:37):n nHello!Thatiphone3Gsscreenprotecteruhavebought?Hello!Thatiphone3Gsscreenprotecteruhavebought?n nLinda:(13:48:01):Linda:(13:48:01):n nyesyesn nTina:(13:48:59):Tina:(13:48:59):n nok,tanks!ok,tanks!n nLinda:(13:49:39):Linda:(13:49:39):n nhowmuchisyourshowmuchisyoursn nTina:(

8、13:51:10):Tina:(13:51:10):n nDifferentkindofmaterialhavedifferentprice!Differentkindofmaterialhavedifferentprice!n nLinda:(13:51:27):Linda:(13:51:27):n ncheapestcheapestYoushouldtellmewhatyouhave!她现在才问我，已经是第二天了哦。不觉得有点晚了吗？我不是笨蛋呵n nTina:Tina:(13:52:05):(13:52:05):n nLetmehavealookLetmehavealookn nTina

9、:Tina:(13:56:15):(13:56:15):n nAbout1RMB/PCSAbout1RMB/PCSn nLinda:(13:56:45):Linda:(13:56:45):n nwhatsmaterialofthiswhatsmaterialofthisn n日期日期日期日期:2010-08-062010-08-06n nTina:(14:02:34):Tina:(14:02:34):n nCrystalclearCrystalclearn nLinda:(14:05:16):Linda:(14:05:16):n nIseeIseen nthanksthanksn nyourp

10、riceisyourpriceistoooooooooooooooootooooooooooooooooohighhighn nTina:(14:06:21):Tina:(14:06:21):n nreally?ldontthinkso.whataboutthepricethatyoubuy?really?ldontthinkso.whataboutthepricethatyoubuy?n nLinda:(14:08:06):Linda:(14:08:06):n n0.5rmb0.5rmbn nTina:(14:08:40):Tina:(14:08:40):n nwhatsizeitis?wh

11、atsizeitis?n nLinda:(14:08:52):Linda:(14:08:52):n nIPHONESIZEIPHONESIZE不熟悉价格！找价格竟然花了4分钟注意：又隔了一天才回！通常客户报的价格比他的目标价稍低些。唉，又在问同样的问题。n nTina:(14:09:15):Tina:(14:09:15):n niphonehasmanydifferentsizeiphonehasmanydifferentsizen nLinda:(14:09:15):Linda:(14:09:15):n nWITHPACKAGINGWITHPACKAGINGn nNo,onlyonesize

12、fororiginaliphone3gsNo,onlyonesizefororiginaliphone3gsn nTina:(14:11:25):Tina:(14:11:25):n nmabyelseethewronglistmabyelseethewronglistn nTina:(14:17:24):Tina:(14:17:24):n nwhatdoyouthinkaboutthequalitythatyoubuy?whatdoyouthinkaboutthequalitythatyoubuy?n nLinda:(14:18:57):Linda:(14:18:57):n nIhavetog

13、oIhavetogon ntalktoyoulatertalktoyoulatern nTina:(14:19:22):Tina:(14:19:22):n nokokn nTina:(14:20:58):Tina:(14:20:58):n nIfyouhaveIfyouhavebulkorderandwithoutpackagebulkorderandwithoutpackagewealsocansupply.wealsocansupply.n n日期日期日期日期:2010-08-09:2010-08-09n nTina:(09:56:20):Tina:(09:56:20):n nHello!

14、Todayismondaythefirstdayofthisweek.Goodluckforyou!Hello!Todayismondaythefirstdayofthisweek.Goodluckforyou!n nLinda:(09:56:38):Linda:(09:56:38):n nthanksthanks真的要大批量的货，才可以拿到这个0.5RMB的价格吗？订单-我们是这样成交的案例分析n n日期日期日期日期:2010-08-05:2010-08-05n njack:(21:36:22):jack:(21:36:22):n nhilindahilindan nLinda:(21:36

15、:27):Linda:(21:36:27):n nhihin njack:(21:36:32):jack:(21:36:32):n nhowareyou?howareyou?n nLinda:(21:36:51):Linda:(21:36:51):n nfine,thanksfine,thanksn njack:(21:37:54):jack:(21:37:54):n nokisawthepictures?okisawthepictures?n nhowaretheprices?howaretheprices?n nLinda:(21:39:01):Linda:(21:39:01):n n3g

16、/gs,unitpriceis0.23for500pcs3g/gs,unitpriceis0.23for500pcsn n3g/gsmirror,unitpriceis0.4for500pcs3g/gsmirror,unitpriceis0.4for500pcs给客户多种选择，让客户自已做决定。n njack:(21:39:27):jack:(21:39:27):n nineedthemirroroneineedthemirroronen nokokn nifwetakethenormalonewithnomirrorifwetakethenormalonewithnomirrorn nhow

17、muchdeliveredalltogether?howmuchdeliveredalltogether?n nLinda:(21:40:36):Linda:(21:40:36):n nshippingcostisUSD99shippingcostisUSD99n nThiscostisfor500pcsThiscostisfor500pcsn njack:(21:42:23):jack:(21:42:23):n nthepostagesoundsabitexpensive.arethepostagesoundsabitexpensive.areyousureshippingisthatmuc

18、h?becausyousureshippingisthatmuch?becausetheweightisnotmuchetheweightisnotmuchn nLinda:(21:42:44):Linda:(21:42:44):n nyes,itiscorrectyes,itiscorrectn nIhavecheckeditIhavecheckedit快速准确的核算成本给客户，很重要。n njack:(21:42:55):jack:(21:42:55):n nokokn njack:(21:44:18):jack:(21:44:18):n ncanyoumakealistingformeo

19、rjustgivcanyoumakealistingformeorjustgivemethelistingofanyoneyouhaveandemethelistingofanyoneyouhaveandthenwecanadjustthepricethenwecanadjustthepricen n系统消息系统消息系统消息系统消息(21:46:35)(21:46:35)因为网络原因因为网络原因因为网络原因因为网络原因,对方可能没有收到你的消息对方可能没有收到你的消息对方可能没有收到你的消息对方可能没有收到你的消息 whatdoyoumean?whatdoyoumean?.n nLinda:(

20、21:46:35):Linda:(21:46:35):n nwhatdoyoumean?whatdoyoumean?n njack:(21:47:39):jack:(21:47:39):n nImeanjustmakealistinginaliexpressImeanjustmakealistinginaliexpressorjustgivemethelinkforanylistingyoorjustgivemethelinkforanylistingyouhave,thenibuyit,thenyouchangetuhave,thenibuyit,thenyouchangetheprice,

21、thenipayheprice,thenipay如果由于网络原因没有发送的信息，要及时再次发送n nLinda:(21:48:09):Linda:(21:48:09):n nohohn nlikelasttime?likelasttime?n njack:(21:48:57):jack:(21:48:57):n nyesisthereaproblem?butyoudonthavetomyesisthereaproblem?butyoudonthavetomakealistingandakealistingandthenwaitoneday.allyouhavetodoisadjusttthen

22、waitoneday.allyouhavetodoisadjustthepriceofanylistingyouhavealreadyhepriceofanylistingyouhavealreadyn nitiseasyitiseasyn nLinda:(21:49:47):Linda:(21:49:47):n nifyoupaybyaliexpress,wehavdtoaddaliexpreifyoupaybyaliexpress,wehavdtoaddaliexpressexpensiethistime,isitokey?ssexpensiethistime,isitokey?n nja

23、ck:(21:50:50):jack:(21:50:50):n nlinda.lasttimeitoldyoutothinkofthesethingslinda.lasttimeitoldyoutothinkofthesethingsbeforeyoutalkabouttheprice,butanyway,hobeforeyoutalkabouttheprice,butanyway,howmuchdoyouwantalltogether?wmuchdoyouwantalltogether?n nLinda:(21:51:28):Linda:(21:51:28):n nIhavetofindou

24、thowmuchforaliexpressfeeIhavetofindouthowmuchforaliexpressfeen ndoyouneedmirroronefor500pcs?doyouneedmirroronefor500pcs?n njack:(21:54:15):jack:(21:54:15):n nwhydoyoumakeitsohardforme.justgotoaliex-whydoyoumakeitsohardforme.justgotoaliex-pressandputinsearchscreenguard3gandseehopressandputinsearchscr

25、eenguard3gandseehowcheaptheyare.dontmakeittoohardforme.itwcheaptheyare.dontmakeittoohardforme.itoldyoulasttime,iknowthatmaybeicanbuythemoldyoulasttime,iknowthatmaybeicanbuythemcheaper,butijustwanttodealwithonepersonsoicheaper,butijustwanttodealwithonepersonsoidonthaveheadache.pleasedonthaveheadache.

26、pleasejustgotoaliexpressandseehowcheaptheyarejustgotoaliexpressandseehowcheaptheyaretheyhaveitfor27centsfreeshipping.theyhaveitfor27centsfreeshipping.theypayfeestootheypayfeestoo，theyhaveitfor27centsfreeshipping.theyhaveitfor27centsfreeshipping.n nLinda:(21:55:36):Linda:(21:55:36):n nYes,whatyouwant

27、tometodo?Yes,whatyouwanttometodo?n nLinda:(21:56:06):Linda:(21:56:06):n nIgiveyougoodqualityproductsIgiveyougoodqualityproductsn nifyouwanttocheap,cheap,andcheaper.ifyouwanttocheap,cheap,andcheaper.n nIhavenoideawhatIshouldtodoIhavenoideawhatIshouldtodo客户有点不高兴了跟我一起学会装无辜吧n njack:(21:57:05):jack:(21:5

28、7:05):n nokgivemethecheapestscreenguard.itoldyouiwillgivethemtookgivemethecheapestscreenguard.itoldyouiwillgivethemtocustomersforfree,theywillgowiththecoversforfreecustomersforfree,theywillgowiththecoversforfreen nLinda:(21:57:24):Linda:(21:57:24):n nthisischeapestpricethisischeapestpricen n0.23isch

29、eapest0.23ischeapestn njack:(21:58:18):jack:(21:58:18):n niknowthat0.23isnotbad,butifihavetopay$99shippingandtheniknowthat0.23isnotbad,butifihavetopay$99shippingandthenyoursellerfees,thenitisbadformeyoursellerfees,thenitisbadformen nLinda:(21:58:38):Linda:(21:58:38):n nIdidnttakesellerfeesIdidnttake

30、sellerfeesn nitisaliexpresstakeititisaliexpresstakeitn nifyoucanpaybywesternunion,wedontneedtoaddsellerfeesifyoucanpaybywesternunion,wedontneedtoaddsellerfeesn nandwesternunioniseasyforusandwesternunioniseasyforusn nLinda:(22:00:07):Linda:(22:00:07):n nyouknowsmallorderandsmallmoney,itisnotreallymak

31、emoneyyouknowsmallorderandsmallmoney,itisnotreallymakemoneyn nareyouokey?areyouokey?n njack:(22:02:49):jack:(22:02:49):n nIhavetothinkaboutit.iamsorry.yourcoverswereverygoodandIhavetothinkaboutit.iamsorry.yourcoverswereverygoodandthepricewasgood,andshippingwasfine.butnowthisscreenthepricewasgood,and

32、shippingwasfine.butnowthisscreenguardsaregoingtocostmetoomuchithink.ineedtothinkaboutit.guardsaregoingtocostmetoomuchithink.ineedtothinkaboutit.n niwillletyouknowtomorrowifineedthemornotiwillletyouknowtomorrowifineedthemornot咬住价格不放找合理的理由客户有几分钟没有说话，他一定是在思考。别让客户想太久！n nLinda:(22:03:25):Linda:(22:03:25)

33、:well,wearefriends,right?well,wearefriends,right?doesntmatterforme,itissmallmoney,butwebothdoesntmatterforme,itissmallmoney,butwebothneedfriendsandtrustismostimportantneedfriendsandtrustismostimportantIlikeyouwhenyoureceivedgoodsandconfirmedIlikeyouwhenyoureceivedgoodsandconfirmedtome,Iamsohappytode

34、alwithyoutome,Iamsohappytodealwithyoun nLinda:(22:04:40):Linda:(22:04:40):n nandIdidgiveyou5starswhenIsawyouconfirmedandIdidgiveyou5starswhenIsawyouconfirmedmygoodsmygoodsn nandwegotyourmoneythismorningandwegotyourmoneythismorningn nmybosssohappymybosssohappyn nthatsgoodforuskeeprelationshiplikethis

35、thatsgoodforuskeeprelationshiplikethisn njack:(22:05:17):jack:(22:05:17):n nwearefriends,andiwilldealwithyoulater,butthiswearefriends,andiwilldealwithyoulater,butthisscreenguardsidontknow.icanseethemonaliex-screenguardsidontknow.icanseethemonaliex-pressfor27and28sentsfreeshippingwithEMS.pressfor27an

36、d28sentsfreeshippingwithEMS.andidontknowhowtheycandoit,ifyoucantandidontknowhowtheycandoit,ifyoucant先拖住客户，不要让他等到明天再去处理，以免产生变故。n nLinda:(22:06:01):Linda:(22:06:01):n nok,noneedaddmorealiexpressfeeforyou,Iwilltalkok,noneedaddmorealiexpressfeeforyou,Iwilltalktomyboss,andweshouldkeeprunningthebusinessto

37、myboss,andweshouldkeeprunningthebusinessn nareyouhappy?areyouhappy?n nyoudontneedtobelivethemyoudontneedtobelivethemn nLinda:(22:07:57):Linda:(22:07:57):n ndidyouseemymirrorscreenguarddidyouseemymirrorscreenguardn npleaseacceptitpleaseacceptitn njack:(22:10:47):jack:(22:10:47):n nitisnotonlyaboutthe

38、feesitisnotonlyaboutthefees.ificanbuythesame.ificanbuythesamescreenguardyouhaveinthepicturefor500pcs$148screenguardyouhaveinthepicturefor500pcs$148includingshipping,whyshouldipayextra$75forincludingshipping,whyshouldipayextra$75fornothing,iamtalkingaboutthenormalone,notmirrornothing,iamtalkingaboutt

39、henormalone,notmirrorn nLinda:(22:11:08):Linda:(22:11:08):n nok,thatsenoughformeok,thatsenoughformen nIdidmybestIdidmybest必要时可以采取折中的方法，把握订单要紧！引导客户重新注意自己的产品客户其实也不自信了。不要太宠着客户了。n njack:(22:12:10):jack:(22:12:10):n nletmeseewhaticanfind,andthereisnotmuchdifferentletmeseewhaticanfind,andthereisnotmuchdif

40、ferentfromyourprice,theniwillcomebacktoyouevenifihavetofromyourprice,theniwillcomebacktoyouevenifihavetopayabitextra.butasicanseenow,itisbigdifference.payabitextra.butasicanseenow,itisbigdifference.idontwantyoutosellitifyoudontmakemoneyidontwantyoutosellitifyoudontmakemoneyn nhonestlywearefriends,bu

41、tjustgivemesometimetobesuhonestlywearefriends,butjustgivemesometimetobesureiamdoingtherightthingreiamdoingtherightthingn nbecauseididntexprecttheshippingtobesoexprensivebecauseididntexprecttheshippingtobesoexprensiven nLinda:(22:12:48):Linda:(22:12:48):n nnoproblem,takeyourtime,Ididenoughforthisnopr

42、oblem,takeyourtime,Ididenoughforthisn njack:(22:12:50):jack:(22:12:50):n nandsorryagain,ifiwastedyourtimeandsorryagain,ifiwastedyourtimen nLinda:(22:12:58):Linda:(22:12:58):n nIdontwanttoyoupayextramoneyIdontwanttoyoupayextramoneyn nIdidmybestforyou,reallyIdidmybestforyou,reallyn nLinda:(22:13:47):L

43、inda:(22:13:47):n n7Kgtoaustralia7Kgtoaustralian nitisUSD99itisUSD99n nItischeapestpricebyDHLItischeapestpricebyDHLn nIgottheweightbymyselfIgottheweightbymyselfn nitiscorrectweightandpriceitiscorrectweightandprice客户说了这么多，证明他对他自己的价格并没有信心。坚定自己的立场很重要。偶尔站在客户的立场说说话，会让他感动的哦！再次提醒他一下，我们给他的是最好的价格。n njack:(22

44、:14:31):jack:(22:14:31):n nwhataboutEMS?whataboutEMS?n nLinda:(22:14:36):Linda:(22:14:36):n nmoreexpensivemoreexpensiven nIdidmanytime,DHLismorecheaperthanEMSIdidmanytime,DHLismorecheaperthanEMSn njack:(22:20:07):jack:(22:20:07):n ndontworryaboutthescreenguardsfornow,ifineedthemagain,dontworryaboutt

45、hescreenguardsfornow,ifineedthemagain,iwilltellyousoonandiwillnotarguewithyouaboutthepriceiwilltellyousoonandiwillnotarguewithyouaboutthepricen nandsorryaboutthetimewastingandsorryaboutthetimewastingn nreallysorryreallysorryn nLinda:(22:20:33):Linda:(22:20:33):n nok,noproblemok,noproblemn njack:(22:

46、21:38):jack:(22:21:38):n nIamverysorrylinda,wehavetostayfriends,wewilldealinotherIamverysorrylinda,wehavetostayfriends,wewilldealinothern nthingsforsurethingsforsuren nLinda:(22:22:04):Linda:(22:22:04):n nnoproblem,myfriendnoproblem,myfriendn njack:(22:22:56):jack:(22:22:56):n nokthanksokthanksn niw

47、illtalktoyoulateriwilltalktoyoulatern ngoodnightgoodnightn nLinda:(22:23:11):Linda:(22:23:11):n nok,goodnightok,goodnightn njack:(23:12:58):jack:(23:12:58):n nlindalindan nareyouthere?areyouthere?n nLinda:(23:13:11):Linda:(23:13:11):n nyesyesn nIamhereIamheren njack:(23:14:54):jack:(23:14:54):n nlis

48、ten,Iamgoingtosleepnow,butpleasejustmakealistingformefortomorrow,500pcsnormalisten,Iamgoingtosleepnow,butpleasejustmakealistingformefortomorrow,500pcsnormal23centplus99shipping,shouldbe215usdl23centplus99shipping,shouldbe215usdn nright?right?n nLinda:(23:15:41):Linda:(23:15:41):n nokokn njack:(23:16

49、:22):jack:(23:16:22):n nsmilesmilen nLinda:(23:16:42):Linda:(23:16:42):n nbyebyen njack:(23:16:43):jack:(23:16:43):n nokiwilltalktoyoutomorrowandyouwillgivemethelinkokiwilltalktoyoutomorrowandyouwillgivemethelinkn nLinda:(23:16:57):Linda:(23:16:57):n nokokn njack:(23:17:05):jack:(23:17:05):n nwhatis

50、wrongwithyou?unhappy?whatiswrongwithyou?unhappy?n nLinda:(23:17:16):Linda:(23:17:16):n nNo,IamokeyNo,Iamokeyn nDontworryaboutme,goodnightDontworryaboutme,goodnightn njack:(23:17:38):jack:(23:17:38):n nnoreasontogetupset,wearefriendsnoreasontogetupset,wearefriendsn ntakeiteasytakeiteasyn nLinda:(23:1

51、7:46):Linda:(23:17:46):n nyes,wedoyes,wedon njack:(23:17:47):jack:(23:17:47):n nihaveabigheadacheihaveabigheadachen nLinda:(23:17:51):Linda:(23:17:51):n nwhy?why?n njack:(23:17:52):jack:(23:17:52):n nnothingisworking.lifeishardnothingisworking.lifeishardn nLinda:(23:18:04):Linda:(23:18:04):n nyes,th

52、atstrueyes,thatstruen njack:(23:18:10):jack:(23:18:10):n n:):)n njack:(23:18:10):jack:(23:18:10):n n:):)n nLinda:(23:18:28):Linda:(23:18:28):n n:):)课程回顾n n如何高效回复询盘如何高效回复询盘n n回盘五要素回盘五要素n n怎样写标题怎样写标题n n如何正确使用称呼如何正确使用称呼n n怎样写正文怎样写正文n n附件应注意事项附件应注意事项n n怎样写结尾怎样写结尾n nPhotoshopPhotoshop基本处理技巧基本处理技巧n n如何即时沟通达成交易如何即时沟通达成交易共勉相信自己是世界上最棒的销售员！Thankyou，seeyounexttimeLindaQQ:969932527结束语结束语谢谢大家聆听！谢谢大家聆听！33