外贸tel打的好，订单自然不会少！
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<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;">外贸交流互助群</strong></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;">知识分享，交流互助</p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><a style="color: black;"><span style="color: black;"><strong style="color: blue;">立即加入</strong></span></a></p><span style="color: black;">在外贸业务工作<span style="color: black;">其中</span>，<span style="color: black;">tel</span>是一个非常重要<span style="color: black;">亦</span>非常有效的沟通手段。</span><span style="color: black;">例如，经常<span style="color: black;">非常多</span>人问我：“<span style="color: black;">为何</span>我的价格<span style="color: black;">已然</span>报的很低了，客户还是觉得贵？”</span><span style="color: black;">事实上，在<span style="color: black;">无</span><span style="color: black;">认识</span>客户<span style="color: black;">需要</span>之前的报价，都是<span style="color: black;">便是</span><span style="color: black;">无</span><span style="color: black;">道理</span>的。<span style="color: black;">由于</span><span style="color: black;">咱们</span>不<span style="color: black;">晓得</span>客户要的是什么，而客户<span style="color: black;">亦</span>不<span style="color: black;">晓得</span><span style="color: black;">咱们</span>能为他带来什么，<span style="color: black;">那样</span>无论<span style="color: black;">咱们</span>报什么价格，都是贵的。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">那样</span><span style="color: black;">咱们</span>要<span style="color: black;">怎样</span><span style="color: black;">知道</span>客户的<span style="color: black;">需要</span>？</strong></span><span style="color: black;">1.客户所处地区的大致经济<span style="color: black;">情况</span>。</span><span style="color: black;">2.客户的<span style="color: black;">机构</span><span style="color: black;">制品</span>结构和规模等判断大致<span style="color: black;">需要</span>。</span><span style="color: black;">3.客户的身份，贸易商、经销商还是终端者，<span style="color: black;">按照</span>客户身份寻找能与客户形成深入沟通的<span style="color: black;">专题</span>和切入点。</span><span style="color: black;">4.联系人的角色，是采购、老板、生产还是<span style="color: black;">开发</span>等，<span style="color: black;">按照</span><span style="color: black;">区别</span>角色决定应对策略。</span><span style="color: black;">......</span><span style="color: black;">进行<span style="color: black;">以上</span>分析后，除了与客户进行邮件沟通跟进外，<span style="color: black;"><strong style="color: blue;">在适当的<span style="color: black;">机会</span>下，<span style="color: black;">咱们</span>还必须进行<span style="color: black;">tel</span><span style="color: black;">跟踪</span>。</strong></span></span><span style="color: black;"><span style="color: black;">由于</span><span style="color: black;">tel</span>等于即时沟通，它能有效的加快你对客户的<span style="color: black;">认识</span>程度、<span style="color: black;">加强</span>客户对你的印象深入、提醒客户对你邮件的<span style="color: black;">即时</span>查阅和回复，<span style="color: black;">最后</span>推进与客户<span style="color: black;">创立</span>深入互动式沟通，<span style="color: black;">得到</span>更好的成交转换成果。</span><span style="color: black;"><span style="color: black;">因此</span>在外贸业务工作<span style="color: black;">其中</span>，<span style="color: black;">tel</span>是一个非常重要<span style="color: black;">亦</span>非常有效的沟通手段。<span style="color: black;">然则</span><span style="color: black;">tel</span><span style="color: black;">区别</span>于邮件，<span style="color: black;">无</span>机会给你反复思考和修改的机会。<span style="color: black;">那样</span>这就<span style="color: black;">需求</span>在你拿起<span style="color: black;">tel</span>的时候，<span style="color: black;">必定</span>要整理清楚思路，否则会适得其反。</span><span style="color: black;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">那<span style="color: black;">怎样</span><span style="color: black;">才可</span>让自己的每一通<span style="color: black;">tel</span>都“有效”达到目的呢？</span></strong></span></span><strong style="color: blue;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">一.<span style="color: black;">tel</span>应该怎么打？</span></strong></span></strong><span style="color: black;"><span style="color: black;">首要</span>在与客户的每一通<span style="color: black;">tel</span>里，<span style="color: black;">咱们</span>都要融入自己的情感，<span style="color: black;">倘若</span>你打<span style="color: black;">tel</span>的时候是面带笑容的，<span style="color: black;">那样</span>客户<span style="color: black;">亦</span>会在<span style="color: black;">tel</span>的那头感觉到你的笑容，感觉到你的热诚。面带笑容，充满热情的跟客户通话是最基本的<span style="color: black;">需求</span>，从而让客户记住了你的声音，记住你的名字。</span><span style="color: black;">其次<span style="color: black;">咱们</span>要明白，在外贸业务过程中，<span style="color: black;">tel</span><span style="color: black;">重点</span>是起到“信息获取”、“客户提醒”、“客户激活”、“推波助澜”的<span style="color: black;">功效</span>，它<span style="color: black;">亦</span><span style="color: black;">必定</span>是与邮件相辅相成的。 </span><span style="color: black;"><span style="color: black;">例如</span>通话的开场问候：</span><span style="color: black;">Hello, this is xx from xx(company).</span><span style="color: black;">I’m in the line of XX business.</span><span style="color: black;">我是xx<span style="color: black;">机构</span>的xx，<span style="color: black;">咱们</span>是从事xxx</span><span style="color: black;">正题：</span><span style="color: black;">Have you received the email I sent on XX which subject is xx.</span><span style="color: black;">您收到过一封标题为xxx的邮件吗？</span><span style="color: black;"><span style="color: black;">因此</span>邮件的标题<span style="color: black;">必定</span>要简洁有力，<span style="color: black;">同期</span><span style="color: black;">必定</span>要注重移动端邮件<span style="color: black;">表示</span>优化的问题</span><span style="color: black;">联想客户的回复：</span><span style="color: black;">If the answer is No, then you can say: Okay, thanks for your feedback. I’ll resend the email, please kindly check after 5 minutes.</span><span style="color: black;">If the answer is Yes, then you can say: With regard the email, I attached some best selling (products) in your market. Do you have any interest in it?</span><span style="color: black;">Do you have plan for developing new product this season ?</span><span style="color: black;">这个季度有<span style="color: black;">研发</span>新<span style="color: black;">制品</span>的计划吗？</span><span style="color: black;">Do you have suppliers for xx in China ?</span><span style="color: black;">您在中国有xx<span style="color: black;">制品</span>的供应商吗？</span><span style="color: black;">Do you need sample to test ?</span><span style="color: black;">你需要样品进行测验吗？</span><span style="color: black;">结尾：</span><span style="color: black;">I will email you later, thank you.</span><span style="color: black;">So glad to talk with you , have a nice day.</span><span style="color: black;">Goodbye !</span><span style="color: black;"><span style="color: black;">同期</span>我们在打<span style="color: black;">tel</span>之前要事先打好草稿，列一个简单的提纲，模拟一遍你要说的话，客户可能问的问题，而你又要怎么去回复。在<span style="color: black;">知道</span>你这次打<span style="color: black;">tel</span>的“目的”的前提下，“设计”一个高质量的通话内容。</span><span style="color: black;"><span style="color: black;">然则</span>记住一个原则：<span style="color: black;">tel</span>交流过程中，不要总是你在说，而是要形成互动式的对话，<span style="color: black;">由于</span>真正的主角是客户，你需要<span style="color: black;">经过</span>这通<span style="color: black;">tel</span>，<span style="color: black;">认识</span>到客户的真正<span style="color: black;">需要</span>和真实想法，<span style="color: black;">这般</span>才有利于你制定后期的跟进策略。</span><span style="color: black;"><strong style="color: blue;">二.什么时间打<span style="color: black;">tel</span>最合适？</strong></span><span style="color: black;">打<span style="color: black;">tel</span>的时候<span style="color: black;">必定</span>要<span style="color: black;">重视</span>时差，要是对方客户凌晨接到你的<span style="color: black;">tel</span>，估计达成交易的可能性不仅不大，可能从此以后你就再<span style="color: black;">亦</span>打不通这个号码了……</span><span style="color: black;">以下是适宜给部分国家客户打<span style="color: black;">tel</span>的国内对应时间，<span style="color: black;">详细</span><span style="color: black;">认识</span><span style="color: black;">全世界</span>各国家的时差：</span><span style="color: black;">上午：</span><span style="color: black;">8:00</span><span style="color: black;">美国的西部地区，如洛杉矶、西雅图、旧金山，以及加拿大的温哥华</span><span style="color: black;">9:00及以后2小时</span><span style="color: black;">日本、韩国</span><span style="color: black;">10:00及以后2小时</span><span style="color: black;">东南亚部分地区(马来西亚、印尼、越南、泰国、柬埔寨)</span><span style="color: black;">下午：</span><span style="color: black;">13:00及以后2小时</span><span style="color: black;">巴基斯坦</span><span style="color: black;">14:00及以后2小时</span><span style="color: black;">阿联酋、印度、尼泊尔、孟加拉、伊朗、科威特</span><span style="color: black;">15:00及以后2小时</span><span style="color: black;">沙特阿拉伯、俄罗斯莫斯科<span style="color: black;">周边</span>地区</span><span style="color: black;">16:00及以后2小时</span><span style="color: black;">以色列、土耳其、乌克兰、罗马尼亚、希腊、芬兰、南非、保加利亚</span><span style="color: black;">18:00及以后2小时</span><span style="color: black;">英国、爱尔兰、摩洛哥、葡萄牙、冰岛 </span><span style="color: black;"><span style="color: black;">夜晚</span>：</span><span style="color: black;">21:00及以后2小时</span><span style="color: black;">巴西、乌拉圭、阿根廷等南美地区以及加拿大东部圣约翰斯地区</span><span style="color: black;">22:00及以后2小时</span><span style="color: black;">巴拉圭、智利、委内瑞拉、多米尼加、玻利维亚、波多黎各等南美国家</span><span style="color: black;">23:00及以后2小时</span><span style="color: black;">哥伦比亚、牙买加、秘鲁、古巴、加拿大的渥太华地区<span style="color: black;">周边</span>以及美国最东部地区，如波士顿、纽约</span><span style="color: black;">0:00 及以后2小时</span><span style="color: black;">尼加拉瓜、危地马拉、美国中部区、墨西哥、加拿大的温尼伯地区</span><span style="color: black;"><span style="color: black;">同期</span><span style="color: black;">重视</span>：<span style="color: black;">tel</span>不要双休日打，要<span style="color: black;">重视</span>日期问题，有可能你周一正常上班时间，客户所在国还是星期天，<span style="color: black;">另一</span>最好不要周一<span style="color: black;">或</span>周五打<span style="color: black;">tel</span>，周一刚<span style="color: black;">起始</span>上班，周五要放假<span style="color: black;">休憩</span>。</span><span style="color: black;"><strong style="color: blue;">三.一次失败的<span style="color: black;">tel</span>经历总结</strong></span><span style="color: black;">分享一个外贸小伙伴的案例：</span><span style="color: black;">我的<span style="color: black;">白话</span>很<span style="color: black;">欠好</span>，听力<span style="color: black;">亦</span>勉勉强强，尤其毕业之后就没怎么练习过，于是跟老外打<span style="color: black;">tel</span>的时候完全听不懂，<span style="color: black;">亦</span>完全不<span style="color: black;">晓得</span>该说什么和怎么说。</span><span style="color: black;"><span style="color: black;"><span style="color: black;">因为</span>工作中大<span style="color: black;">都数</span>时候都是邮件、Skype和WhatsApp联系，很少用<span style="color: black;">tel</span>，<span style="color: black;">因此</span><span style="color: black;">始终</span><span style="color: black;">亦</span>没想要<span style="color: black;">提高</span><span style="color: black;">tel</span>沟通和<span style="color: black;">营销</span>的技能。</span></span><span style="color: black;">8、9月份我一个订单都没拿到，<span style="color: black;">非常</span>着急。被逼无奈之下，<span style="color: black;">第1</span>次主动拿起<span style="color: black;">tel</span>给久未回复的某法国客户A拨通了<span style="color: black;">tel</span>。我准备了长长的一页草稿，把需要说的话以及客户可能问到的问题答案都列了上去，自信满满地打<span style="color: black;">tel</span>去了。 </span><span style="color: black;">经过接线员的转接之后，我听到客户A说#￥%&￥@#Q$%^，应该是法文问好。</span><span style="color: black;"><span style="color: black;">可能是<span style="color: black;">由于</span>客户说的话和我预想的画面不太<span style="color: black;">同样</span>，我忽然有点紧张，一紧张语速就变快了，<span style="color: black;">况且</span>口齿<span style="color: black;">亦</span>不是很清楚。</span><span style="color: black;">我说“this is Yolanda from Yuan Ling Electronics.” </span></span><span style="color: black;">客户说“Hello, em..” </span><span style="color: black;">我一听客户有点犹豫，<span style="color: black;">晓得</span>客户很可能没想起我是谁，于是我又报上了<span style="color: black;">制品</span>，当时客户对<span style="color: black;">咱们</span>的<span style="color: black;">制品</span>挺有兴趣的，6月份时还说要下单的，心想说完<span style="color: black;">制品</span>客户应该记起来了"we are the manufacture of Repeaters."</span><span style="color: black;">结果客户还没记起来，我当下就觉得很纳闷，客户有这么健忘？！ </span><span style="color: black;">于是我接着说“You decided to place 200 pcs of order to us in June, do you remember?”</span><span style="color: black;">客户听完以非常迷惑的口气问我“Whats your product?” </span><span style="color: black;">敢情到<span style="color: black;">此刻</span>人家<span style="color: black;">基本</span>就没听懂我说的是什么？我又重复了好几遍，差点给他把单词拼写出来了，他才听懂。 </span><span style="color: black;">“oh， hey，yolanda! how are you？”</span><span style="color: black;">“fine， thank you. and you？”(肚子里这点存货全拿出来了) </span><span style="color: black;">“fine. I ....#$^%&%#$@%^$&#$%@$^% order. But #$%&survey*^%@%&, Market@#$%#^%&^%&^%”客户声音很小，听起来有点疲惫，整句话只听清了几个单词，order，market，survey。我猜测可能意思是做了市场调查，<span style="color: black;">然则</span>调查结果不是很理想之类的。</span><span style="color: black;">为了求证自己的猜测<span style="color: black;">是不是</span>正确，我问客户“you mean you have done some market survey?” </span><span style="color: black;">客户答yes，we#￥……%%￥&@#￥￥……%￥&%……*%&……%*……Price&*&。</span><span style="color: black;">这次我只大概听出了个PRICE。“you think the price is too high?” </span><span style="color: black;">客户<span style="color: black;">暗示</span>“your price is high, but that was not what i said. What i said is........”</span><span style="color: black;">我又没听懂，只好说“sorry， i cannot catch you， could you pardon pls？” </span><span style="color: black;">客户又巴拉巴拉一顿，额，继续没听懂。 </span><span style="color: black;">可想而知，气氛真的很尴尬。客户那边倒是爽朗，笑着<span style="color: black;">暗示</span>没事，<span style="color: black;">咱们</span>最好是邮件联系之类的。</span><span style="color: black;">就在<span style="color: black;">这般</span>一片尴尬的气氛里，<span style="color: black;">咱们</span>挂掉了<span style="color: black;">tel</span>。</span><span style="color: black;">挂了<span style="color: black;">tel</span>之后，既不开心，更加懊恼。这一通<span style="color: black;">tel</span>，自己不仅没听懂，<span style="color: black;">况且</span>什么都没说明白，太怂！</span><span style="color: black;"><span style="color: black;">次日</span>跑到网上来求解答求安慰，结果意<span style="color: black;">外区</span><span style="color: black;">发掘</span>大<span style="color: black;">都数</span>网友给的<span style="color: black;">意见</span>居然打<span style="color: black;">tel</span>的时候<span style="color: black;">尽可能</span>慢一点，再慢一点。</span><span style="color: black;">茅塞顿开！老外听不懂我说话可不<span style="color: black;">便是</span><span style="color: black;">由于</span>我发音不标准，<span style="color: black;">况且</span>说得还<span style="color: black;">火速</span>吗？</span><span style="color: black;">后来，<span style="color: black;">我<span style="color: black;">亦</span>仔仔细细把昨天打<span style="color: black;">tel</span>的情景回想了好几遍，<span style="color: black;">发掘</span>这次<span style="color: black;">tel</span>的问题<span style="color: black;">非常多</span>，大体总结如下，<span style="color: black;">期盼</span>广大<span style="color: black;">伴侣</span>们引以为戒：</span></span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">1.打<span style="color: black;">tel</span>的目的<span style="color: black;">不足</span><span style="color: black;">知道</span>：</span></strong><span style="color: black;">只是想着要和客户取得联系，却没想好<span style="color: black;">详细</span>要达到的效果和目的是什么。</span></span><span style="color: black;">这个客户本来要下单的，后来要到付款却<span style="color: black;">忽然</span>没动静了，之前双方沟通很<span style="color: black;">即时</span>。给他的价格虽然很高，<span style="color: black;">然则</span>客户都答应了，<span style="color: black;">况且</span>数量<span style="color: black;">那样</span>小，客户没道理忽然反悔，连封邮件都不回了。</span><span style="color: black;"><span style="color: black;">因此</span>，这次<span style="color: black;">tel</span>的目的应该是：</span><span style="color: black;">①重新回到客户视野，强迫客户想起这个订单。</span><span style="color: black;">②<span style="color: black;">认识</span>客户不下单的真正<span style="color: black;">原由</span>。</span><span style="color: black;">③想办法打消客户顾虑，给他临门一脚。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">2. <span style="color: black;">无</span>清晰地打<span style="color: black;">tel</span>的规划和思路，<span style="color: black;">引起</span>没能够引导<span style="color: black;">tel</span>内容。</span></strong></span><span style="color: black;">既然我的<span style="color: black;">白话</span>和听力都<span style="color: black;">不足</span>好，而眼前又<span style="color: black;">仅有</span>打<span style="color: black;">tel</span>这一条路了，那就应该提前规划好<span style="color: black;">全部</span><span style="color: black;">tel</span>的流程，<span style="color: black;">全部</span>流程不<span style="color: black;">指的是</span>之前列的那种草稿，草稿上列的内容都是被动应战，而此时<span style="color: black;">咱们</span>只能主动出击才有胜算。</span><span style="color: black;">什么叫主动出击？</span><span style="color: black;"><span style="color: black;">例如</span>你想<span style="color: black;">经过</span>这次<span style="color: black;">tel</span>得到<span style="color: black;">那些</span>信息，那你就分别准备问题问客户，让客户<span style="color: black;">根据</span>你给定的思路走，<span style="color: black;">这般</span>客户回答大部分内容就都在你的预想之中了，你就能比较容易听懂。<span style="color: black;">例如</span>，<span style="color: black;">能够</span>事先想好客户不下单的可能<span style="color: black;">原由</span>：</span><span style="color: black;">①价格？</span><span style="color: black;">②放假？</span><span style="color: black;">③市场反馈？</span><span style="color: black;">④其它？</span><span style="color: black;">从客户的回答分析客户不下单的真实<span style="color: black;">原由</span>。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">3. 语速过快，口齿不清，气息不稳，过于兴奋。</span></strong></span><span style="color: black;">客户本身不是英语国家，英语很可能<span style="color: black;">亦</span>不是<span style="color: black;">尤其</span>好，当我操着一口带着浓重山东口音的英语飞快地巴拉巴拉、<span style="color: black;">时期</span>还夹杂着<span style="color: black;">各样</span>不正确的连读的时候，客户自然就听不懂了。</span><span style="color: black;"><span style="color: black;">心理</span>方面<span style="color: black;">亦</span><span style="color: black;">无</span>放<span style="color: black;">安稳</span>，又紧张又兴奋的。这是我<span style="color: black;">很久</span><span style="color: black;">败兴</span>的毛病了，面对客户的时候我常常过于兴奋 ，<span style="color: black;">因此</span>每次见客户或打<span style="color: black;">tel</span>的时候我都不时地得告诫自己，别兴奋地说秃噜嘴了，要沉稳有气势，要表现得专业<span style="color: black;">况且</span>值得信赖。而跟客户打<span style="color: black;">tel</span>的时候，我早把沉稳二字给忘到九霄云外去了。</span><span style="color: black;"><strong style="color: blue;">4. <span style="color: black;">由于</span><span style="color: black;">基本</span><span style="color: black;">没法</span>沟通，<span style="color: black;">因此</span>更加没能够抓住<span style="color: black;">机会</span>展现<span style="color: black;">制品</span>的新性能之类的了。</strong></span><span style="color: black;"><span style="color: black;">仅有</span>前面都做好了，<span style="color: black;">大众</span>沟通得很愉快，<span style="color: black;">才可</span>适时地和客户笑谈“<span style="color: black;">咱们</span><span style="color: black;">制品</span>又卖到***国家了，又<span style="color: black;">经过</span>什么认证了”之类的，再重申一下想合作的愿望，为客户抛头颅洒热血的决心和态度。</span><span style="color: black;"><strong style="color: blue;">四.<span style="color: black;">平常</span><span style="color: black;">tel</span>场景下的英文话术</strong></span><span style="color: black;">问候、<span style="color: black;">显示</span>身份</span><span style="color: black;"><strong style="color: blue;">来电一方</strong></span><span style="color: black;">一<span style="color: black;">起始</span>打招呼，<span style="color: black;">能够</span>用最基本的问候语：</span><span style="color: black;">Hello./Good Morning./Good Afternoon.</span><span style="color: black;">哈囉 / 早安 / 午安</span><span style="color: black;"><span style="color: black;">显示</span>你的身份：</span><span style="color: black;">This is (name) speaking.</span><span style="color: black;"><span style="color: black;">这儿</span>是 _____。</span><span style="color: black;">说明想要找的接听对象：</span><span style="color: black;">Could I speak to (name) please? / I would like to speak to (name). / I’m trying to contact (name).</span><span style="color: black;"><span style="color: black;">能够</span>请帮我转接给（某人）吗？/ 我要找 （某人）。/ 我要连络的人是（某人）。</span><span style="color: black;">在<span style="color: black;">商场</span>电访中，有<span style="color: black;">非常多</span>时候来电的一方是<span style="color: black;">表率</span><span style="color: black;">机构</span>出面洽谈，<span style="color: black;">因此</span>在「<span style="color: black;">显示</span>身分之后」，常常会加一句「说明来历」的自介话语：</span><span style="color: black;">I am calling from (company or institution). / I’m calling on behalf of (company or institution).</span><span style="color: black;">这通<span style="color: black;">tel</span>是来自（某<span style="color: black;">机构</span>或<span style="color: black;">公司</span>）。</span><span style="color: black;"><strong style="color: blue;">接<span style="color: black;">tel</span>一方</strong></span><span style="color: black;"><span style="color: black;">显示</span>身分：</span><span style="color: black;">Hello, this is (name) speaking. / (Name) speaking, how may I help you?</span><span style="color: black;">您好，<span style="color: black;">这儿</span>是 _____。/ ____，需要什么帮忙吗？</span><span style="color: black;">假如打<span style="color: black;">tel</span>到一间<span style="color: black;">机构</span>或是<span style="color: black;">机构</span>客服<span style="color: black;">分部</span>的时候，<span style="color: black;">tel</span>人员<span style="color: black;">一般</span>会在来电者讲话之前先自我介绍，<span style="color: black;">通常</span>都会这么说：</span><span style="color: black;">Hello, (company or institution) , how may I help you?</span><span style="color: black;">您好，（公司名或<span style="color: black;">公司</span>），我<span style="color: black;">能够</span>帮您什么忙吗？</span><span style="color: black;"><span style="color: black;">需求</span><span style="color: black;">更加多</span>讯息、信息时</span><span style="color: black;">假如来电一方<span style="color: black;">无</span>报名字，<span style="color: black;">能够</span>用以下句子询问：</span><span style="color: black;">May I ask who’s calling, please? / Can I ask who I’m speaking to, please? / Excuse me, where is this call coming from?</span><span style="color: black;">请问这通<span style="color: black;">tel</span>是来自____？</span><span style="color: black;">来电一方提出来电<span style="color: black;">需要</span></span><span style="color: black;"><span style="color: black;">需求</span>找特定人士：</span><span style="color: black;">Could I speak to someone who (specific function, ex:manages customer service, or is incharge of product development)?</span><span style="color: black;">我想找（某个特定<span style="color: black;">分部</span>，例如：客服<span style="color: black;">分部</span>，或是<span style="color: black;">制品</span>控管<span style="color: black;">分部</span>）</span><span style="color: black;"><span style="color: black;">显示</span>特定<span style="color: black;">需求</span>：</span><span style="color: black;">I would like to make a reservation, please. / I would like to make an appointment with (name, ex: Dr.Melson).</span><span style="color: black;">您好，我想要预约。</span><span style="color: black;">请对方帮忙转接：</span><span style="color: black;">Could you put me through to extension number (numbers) , please?</span><span style="color: black;">你能替我转接<span style="color: black;">tel</span>到<span style="color: black;">这儿</span>吗？</span><span style="color: black;">这个部分<span style="color: black;">无</span>固定的形式，端看<span style="color: black;">tel</span>内容是什么。基本上只要<span style="color: black;">把握</span>住「清楚表达目的」与「<span style="color: black;">重视</span>礼貌」这两个看似简单但极为重要的要点就<span style="color: black;">能够</span>了。</span><span style="color: black;"><strong style="color: blue;">稍待或转接<span style="color: black;">tel</span></strong></span><span style="color: black;">请对方稍待：</span><span style="color: black;">Could you hold on a moment, please? / Just a moment, please.</span><span style="color: black;">请稍待一下。</span><span style="color: black;"><strong style="color: blue;">帮对方转接<span style="color: black;">tel</span>：</strong></span><span style="color: black;">I’ll just put you through, please wait. / I’ll transfer you now, please wait for a moment.</span><span style="color: black;">我将为您转接，请稍等。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">没法</span>满足来电者<span style="color: black;">需要</span>时的回答</strong></span><span style="color: black;">有时候<span style="color: black;">咱们</span>可能<span style="color: black;">没法</span>立即处理来电者的<span style="color: black;">需要</span>，可能是他要找的人刚好不在，或是<span style="color: black;">tel</span>满线<span style="color: black;">没法</span>转接，这种<span style="color: black;">状况</span>太多见了，而以下就帮你列举几种最<span style="color: black;">平常</span>的<span style="color: black;">状况</span>：</span><span style="color: black;">I’m afraid (name)’s busy at the moment, can I take a message? / I’m sorry, (name)’s on business today.</span><span style="color: black;">____恐怕<span style="color: black;">此刻</span>不方便接<span style="color: black;">tel</span>，我能留个讯息吗？</span><span style="color: black;">I’m sorry, but you may have dialled the wrong number.</span><span style="color: black;"><span style="color: black;">欠好</span>意思，您打错<span style="color: black;">tel</span>了。</span><span style="color: black;">I’m afraid the line is busy at the moment, would like to call back later?</span><span style="color: black;"><span style="color: black;">日前</span>这支<span style="color: black;">tel</span>忙线中，您<span style="color: black;">能够</span>等会儿再回播吗？</span><span style="color: black;"><strong style="color: blue;">通话中遇到沟通问题</strong></span><span style="color: black;">有时候<span style="color: black;">由于</span>环境吵杂或是通讯质量<span style="color: black;">不良</span>，通话中可能会有听不清楚的情形，你<span style="color: black;">能够</span>用以下应对方式来处理：</span><span style="color: black;">I’m afraid I can’t hear you very well. / Would you mind speaking up a bit, please? / Could you repeat that, please?</span><span style="color: black;">我听不大清楚 / <span style="color: black;">欠好</span>意思<span style="color: black;">能够</span>请你讲大声一点吗？/ 你能重复一次<span style="color: black;">刚才</span>说的话吗？</span><span style="color: black;">I’m afraid the line is quite bad, would you mind repeating your sentence?</span><span style="color: black;">收讯似乎不太好，你能再重复一次句子吗？</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">来电者留资料或讯息</span></strong></span><span style="color: black;">接<span style="color: black;">tel</span>者询问来电者<span style="color: black;">是不是</span>留讯息：</span><span style="color: black;">Would you like to leave a message? / Can I take your name and number, please?</span><span style="color: black;">你想要留个言吗？/ 请问我<span style="color: black;">能够</span>记下你的名字和<span style="color: black;">tel</span>号码吗？</span><span style="color: black;">留讯息时遇到需要问清楚的信息，<span style="color: black;">能够</span>直接表达：</span><span style="color: black;">Could you spell that for me please? / Would you like (name) to call you back?</span><span style="color: black;"><span style="color: black;">欠好</span>意思请问<span style="color: black;">能够</span>请你拼出那个字吗？/ 你<span style="color: black;">期盼</span>___等等回播吗？</span><span style="color: black;">有时候来电者会主动<span style="color: black;">需求</span>留讯息：</span><span style="color: black;">Can I leave a message please? / Could you please ask (name) to call me back?</span><span style="color: black;">我<span style="color: black;">能够</span>留个讯息吗？/ <span style="color: black;">能够</span>请___晚点回播吗？</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">tel</span>中说再见</strong></span><span style="color: black;">讲完<span style="color: black;">tel</span>后，别忘了要先说再见再挂<span style="color: black;">tel</span>，在<span style="color: black;">tel</span>里的再见有以下三种讲法：</span><span style="color: black;">Thank you for calling. / Have a good day. / Goodbye.</span><span style="color: black;">感谢您的来电。/ 祝您有愉快的一天。/ 再见。</span><span style="color: black;"><strong style="color: blue;">＊<span style="color: black;">弥补</span>＊</strong></span><span style="color: black;">在<span style="color: black;">白话</span>中，请人「稍待一会」<span style="color: black;">亦</span><span style="color: black;">能够</span>说 hang on，意思等同于 hold on。虽然 hang on 与 hang up 长得有点像，<span style="color: black;">然则</span><span style="color: black;">她们</span>可是天差地远哦，前者是「稍待」，而后者是「挂<span style="color: black;">tel</span>」的意思，可别搞错了哦！</span><span style="color: black;"><strong style="color: blue;"><img src="https://mmbiz.qpic.cn/mmbiz_png/HrGwiabBaTJoZiarDjb3icElVmyT1RRC7axibibUKSoTbMT1tPaW8IiaCzqlvxHGf4yiabH432l3qKRSL9yPHKX2SuBIg/640?wx_fmt=other&wxfrom=5&wx_lazy=1&wx_co=1&tp=webp" style="width: 50%; margin-bottom: 20px;">五.学会打<span style="color: black;">tel</span>的关键要点提炼</strong></span><span style="color: black;">【重点整理】</span><span style="color: black;">1.<span style="color: black;">显示</span>清楚自己的身分 （<span style="color: black;">同期</span><span style="color: black;">重视</span>说话的语调）</span><span style="color: black;">2.<span style="color: black;">重视</span>音量、发音，让对方听请楚自己在说什么</span><span style="color: black;">3.用对方<span style="color: black;">熟练</span>的语言（<span style="color: black;">按照</span>说话对象<span style="color: black;">区别</span>，用的字词<span style="color: black;">亦</span>会<span style="color: black;">区别</span>）</span><span style="color: black;">4.仔细聆听对方的说话内容 （记得给对方<span style="color: black;">有些</span><span style="color: black;">回复</span>，并<span style="color: black;">重视</span>不要插嘴）</span><span style="color: black;">5.利用例子<span style="color: black;">帮忙</span>对方<span style="color: black;">认识</span>谈话内容</span><span style="color: black;">6.随身带着纸、笔</span><span style="color: black;">最后，互联网时代，除了邮件和<span style="color: black;">tel</span>，即时通讯工具在外贸客户<span style="color: black;">研发</span>和跟进工作<span style="color: black;">其中</span>，<span style="color: black;">已然</span>越来越<span style="color: black;">方便</span>和实用。</span><span style="color: black;"><span style="color: black;">非常多</span>老外贸人都会感叹道：“以前<span style="color: black;">咱们</span>就<span style="color: black;">晓得</span>用邮件，有时候<span style="color: black;">亦</span>不<span style="color: black;">晓得</span>客户有<span style="color: black;">无</span>收到，经常发了就石沉大海。随着互联网的发展，越来越多即时通讯工具<span style="color: black;">显现</span>了，能更<span style="color: black;">有效</span>的实时对话沟通，更快速的<span style="color: black;">把握</span>客户信息与<span style="color: black;">需要</span>，这些是过去邮件所<span style="color: black;">不可</span>做到的。”</span><span style="color: black;"><span style="color: black;">那样</span><span style="color: black;">怎样</span>用好即时通讯工具呢？</span><span style="color: black;">要<span style="color: black;">晓得</span>在海外采购商考察在线寻找供应商的时候，随时都会<span style="color: black;">经过</span>即时通讯工具向你发起沟通请求，而在每一个沟通触点上你能否给予他符合其<span style="color: black;">需求</span>的信息，决定了他<span style="color: black;">是不是</span>会打消顾虑进一步地<span style="color: black;">认识</span>你所在的企业，并<span style="color: black;">最后</span>下单。</span><span style="color: black;"><strong style="color: blue;">我整理总结了<span style="color: black;">有些</span>沟通技巧，如下：</strong></span><span style="color: black;">1、<span style="color: black;"><span style="color: black;">首要</span>要制作一个FAQ</span></span><span style="color: black;">把海外客户经常会问到的问题进行汇总，尤其是<span style="color: black;">制品</span>、技术、服务方面的问题，<span style="color: black;">必定</span>要准备好最优的解答，以<span style="color: black;">表现</span>企业的专业性。</span><span style="color: black;">2、<span style="color: black;"><span style="color: black;">重视</span>对方的身份</span></span><span style="color: black;">在沟通时，<span style="color: black;">倘若</span><span style="color: black;">咱们</span>能预先<span style="color: black;">晓得</span>客户的身份，<span style="color: black;">或</span>提前判断客户<span style="color: black;">是不是</span><span style="color: black;">认识</span>过企业，<span style="color: black;">例如</span>是初次访客还是二次访客，<span style="color: black;">咱们</span>就能采取<span style="color: black;">区别</span>的沟通策略。<span style="color: black;">因此</span>对<span style="color: black;">每一个</span><span style="color: black;">目的</span>客户背景信息进行调查分析，对<span style="color: black;">每一个</span><span style="color: black;">目的</span>客户的资料<span style="color: black;">状况</span>记录管理，就<span style="color: black;">显出</span>尤为重要。</span><span style="color: black;">3、<span style="color: black;">敢于问问题</span></span><span style="color: black;">即时通讯工具的好处在于，<span style="color: black;">咱们</span><span style="color: black;">能够</span>主动发问。<span style="color: black;">例如</span>你<span style="color: black;">能够</span>问，您之前从中国采购过吗？<span style="color: black;">倘若</span>我接受您的<span style="color: black;">目的</span>价，您能接受TT付款方式吗？把这些问题穿插到聊天<span style="color: black;">其中</span>，你会更加<span style="color: black;">认识</span>客户。</span><span style="color: black;">在<span style="color: black;">全部</span>沟<span style="color: black;">经过</span>程中，<span style="color: black;">倘若</span>你有<span style="color: black;">不睬</span>解客户在说的是什么，<span style="color: black;">或</span><span style="color: black;">不足</span><span style="color: black;">知道</span>客户所说的意思，都<span style="color: black;">必定</span>要<span style="color: black;">即时</span>问，<span style="color: black;">不可</span>不懂装懂<span style="color: black;">或</span>按自己的理解和思维去猜，<span style="color: black;">否则</span><span style="color: black;">特别有</span>可能会影响后续的沟通质量和谈判进程。</span><span style="color: black;">4、<span style="color: black;">多用文件、<span style="color: black;">照片</span>、视频说话</span></span><span style="color: black;">有时候语言是贫乏的，你给客户介绍<span style="color: black;">制品</span>的外观，说得再好都不如直接发一张<span style="color: black;">照片</span>直观。<span style="color: black;">倘若</span>客户感兴趣，你<span style="color: black;">能够</span><span style="color: black;">按照</span>他的<span style="color: black;">需要</span>继续加深沟通，并在<span style="color: black;">区别</span>的<span style="color: black;">周期</span>针对客户<span style="color: black;">需要</span><span style="color: black;">供给</span><span style="color: black;">区别</span>的资料。<span style="color: black;">例如</span><span style="color: black;">倘若</span>客户对你的<span style="color: black;">制品</span>质量管理<span style="color: black;">不足</span>放心，或许你的一段车间生产视频就<span style="color: black;">能够</span>帮他打消顾虑...</span><span style="color: black;">5、<span style="color: black;"><span style="color: black;">持续</span><span style="color: black;">提高</span>临场反应能力</span></span><span style="color: black;">即时沟通就<span style="color: black;">寓意</span>着你需要处理<span style="color: black;">非常多</span>临时<span style="color: black;">情况</span>。<span style="color: black;">例如</span>客户提出你的价格太高了，你该<span style="color: black;">怎样</span>反馈？老<span style="color: black;">营销</span>就会<span style="color: black;">经过</span><span style="color: black;">掌控</span>对话节奏，用有感染性的语言打动客户。</span><span style="color: black;"><span style="color: black;">例如</span>即使要降价，老<span style="color: black;">营销</span><span style="color: black;">亦</span>会强调价值，让客户在付款方式，交期，数量等上给予<span style="color: black;">必定</span>妥协，<span style="color: black;">而后</span>迂回说去找老板申请，之后向客户反馈结果。</span><span style="color: black;">6、<span style="color: black;"><span style="color: black;">重视</span>对方的<span style="color: black;">心情</span>变化</span></span><span style="color: black;">举个例子，<span style="color: black;">倘若</span>有一个客户你跟他聊得<span style="color: black;">始终</span>不错，有一天<span style="color: black;">忽然</span><span style="color: black;">不睬</span>你了，那你<span style="color: black;">必定</span>要<span style="color: black;">重视</span>了。你<span style="color: black;">能够</span>主动询问他是不是遇到了什么麻烦，不要<span style="color: black;">错失</span>每一个和客户做<span style="color: black;">伴侣</span>的机会。</span><span style="color: black;">7、<span style="color: black;">关键信息要再次确认</span></span><span style="color: black;"><span style="color: black;">小心</span>起见，在即时通讯工具上沟通时，<span style="color: black;">说到</span>的所<span style="color: black;">相关</span>键信息，例如价格、货期、账户等，都必须用邮件<span style="color: black;">或</span>传真的方式再确认一遍，你的严谨不会让客户觉得“烦”，而是让客户更“<span style="color: black;">安心</span>”。</span><span style="color: black;"><span style="color: black;">另一</span><span style="color: black;">区别</span>国家的人<span style="color: black;">爱好</span>用<span style="color: black;">区别</span>的即时通讯工具，在<span style="color: black;">选取</span>好即时通讯工具之后，<span style="color: black;">咱们</span><span style="color: black;">能够</span>先分析对应市场客户的特点与沟通习惯，从而<span style="color: black;">晓得</span><span style="color: black;">怎样</span>更有效地和特定国家的客户进行沟通，最大程度地<span style="color: black;">加强</span>工作效率。</span>RECOMMEND<strong style="color: blue;"><span style="color: black;"><span 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