怎樣讓客戶主動(dòng)找上門來(lái)!
2018.12.16 資訊
做為一個(gè)外貿(mào)業(yè)務(wù)員,需要做的事就是找到客戶,留住客戶,創(chuàng)造回頭客,很明顯,第一步要做的肯定是要先找到客戶,這通常是大多數(shù)業(yè)務(wù)員的慣性思維,因?yàn)樗麄兌际菑淖约旱慕嵌乳_(kāi)始。但是,很少有人從客戶的角度出發(fā),讓客戶主動(dòng)找上門。那么,有人不禁問(wèn)了,怎樣做才能讓客人主要找上門呢?
在這里給大家介紹一下我的做法,我的做法是喜歡按照中國(guó)老子哲學(xué)里面的“修身齊家治國(guó)平天下”的順序去做,即在找客戶之前先想好自己現(xiàn)在有哪些能吸引客人找上我的條件,而且還要具體到“讓怎樣的客人找上我”。
首先要多曝光自己,如在網(wǎng)站、展會(huì)等地多露露臉。而且最好還要與別的供應(yīng)商表現(xiàn)不同,讓你在大量的競(jìng)爭(zhēng)中更突出。
很多人都會(huì)用低價(jià)去吸引客戶的關(guān)注,好是好,但是這也是一條死胡同。實(shí)際上,除了價(jià)格,而服務(wù)也可以做到與別人不同。
另外,我還會(huì)再多想一層,那就是要思維深入到客人的客人那一塊,多思考他們想要什么,按照他們的需求去做一些事,這樣就會(huì)減少一些被動(dòng),而我的直接客人也會(huì)因此更喜歡我。接下來(lái),給大家介紹幾個(gè)實(shí)際案例,來(lái)談?wù)勗鯓拥牟町惢?wù)才能吸引客戶上門。做好充分準(zhǔn)備寫(xiě)好第一封回,先看客戶的詢盤內(nèi)容如下:
Hi,
I need a quote for 160000 Magic 8 balls. I'd like a quote for both a custom and standard version.
Thanks,Brian
這個(gè)訂單一看就是個(gè)很大的單子,所以要好好回,很明白很自信的告訴客人,我準(zhǔn)備得很好,為了能在眾多的競(jìng)爭(zhēng)者中突顯自己,回信之前,我先把他的詳細(xì)信息搞清楚,確定詢盤的真實(shí)性,然后再回,我的第一封回信內(nèi)容不多,但很有質(zhì)感和深度。請(qǐng)看:
Hi, Brian,
Thanks for your big quantity inquiry. We know you are big company in the US. Although this is our first touch, we really want to provide you as good services as we can. So far we have more than 3 factories supported on this ball. With the original manufactory of this magic 8 ball in Guangdong China,we can balance the price and quality.
At this time I sent you FOB China prices for your eyes first. If necessary I’ll prepare more information to you again.
下面則是我對(duì)客戶的差異化服務(wù)。
Included 1 color Logo outside imprint
Standard Says
We got totally 1 set of standard sayings for customer’s selection.
Remark: Customers can create your own sayings with the new mold, USD 2,000.00 will be charged for this. The molding schedule is 20 days.
Set-up and films charge: USD 150.00/job
Payment:
Set-up charge: 100% deposit
Custom saying molding charge: 100% deposit
Mass production amount:
By sea:
T/T 30% as the deposit when the order confirmed, the balance should be paid against the copy of the B/L.
By Air:
Not advice due to liquid in ball.
Please kindly note that payment terms above are for one shipment only. If any partial shipment is needed, please advise us the shipment details for further information.
More detail information is here at “Magic 8 balls” (說(shuō)明:這是我公司網(wǎng)站上一些產(chǎn)品的相關(guān)鏈接,讓客戶能感覺(jué)到真實(shí)性)。
Hope the information above would help you. If you need local contact or any other questions please feel free to contact us.
Thanks again.
David
我認(rèn)為在郵件里表現(xiàn)產(chǎn)品和表現(xiàn)一個(gè)網(wǎng)站非常重要,你所下的功夫,表現(xiàn)出來(lái)的是一種良好的服務(wù)意識(shí),客人是很容易感受得到的,如果你做到了這點(diǎn),你的第一次服務(wù)就可讓客人“眼睛一亮”,讓他記住你。
第二,就是前面提到的,要從“客人的客人”角度去想事情。
如果客人的回復(fù)是這樣的:
Thanks David,
Just to confirm, the prices below include bulk shipping from China delivered to Portland Oregon? If not I need to know what the shipping cost would be.
Thanks,
Brian
從這個(gè)角度思考,怎樣做好差異化服務(wù)呢?正常情況下,很多業(yè)務(wù)員報(bào)個(gè)出廠價(jià)就以為“萬(wàn)事大吉”了,而我是把第三方相關(guān)數(shù)據(jù)都準(zhǔn)備好給他,讓他工作更方便,從而更快獲得訂單。要注意的是,不要給客人PDF文件,這樣客人就很難使用你的數(shù)據(jù)。
下面是我的第二封郵件:
Hi, Brian,
It’s so great to hear you again before the eve of Chinese New Year.For your convenience I add shipping fee into tables. This shipping fee are quoted by this month and they may have some different every month.
這里我對(duì)客戶的差異化服務(wù)是:
Included 1 color Logo outside imprint and preset Since this big quantity order, Custom Molding should be free for you. I know you have more than 2,000 stores across the US. If you need any separate shipping in the future, please let me know. We can process that for you also. The more definite this order is the lower the prices would be. At that time I will introduce factory side in to negotiate more detail and make prices down. Any question please tell me.
Yours truly,
David
接下來(lái),我們要趁熱打鐵,所以不只發(fā)郵件用文字說(shuō)明,還要親自打電話給他,這時(shí)我找了一位在美國(guó)當(dāng)?shù)氐呐笥?,并向他介紹我們公司的服務(wù)。然而再告訴客人,未來(lái)一旦出現(xiàn)什么狀況,當(dāng)?shù)剡€有人能幫助他。除此之外,我還非常詳細(xì)地回復(fù)了客人有關(guān)樣品準(zhǔn)備的事情。
在這里,要記住,不管客人訂單大不大,只要他們跟要樣品,我們都可以很明確的跟他講清,樣品運(yùn)費(fèi)需他自付,這樣可從側(cè)面判斷客人的誠(chéng)意度。
下面是客人的再次回復(fù):
Hi David,
Please use the FedEx # below. If you could please reference 8-Ball in the reference field, that would be great. Thanks again for your quick response.
Brian
面對(duì)大單時(shí),對(duì)于一些沒(méi)有經(jīng)驗(yàn)的業(yè)務(wù)員,一個(gè)人的力量是不夠的,這時(shí)最好能找公司領(lǐng)導(dǎo)或其他人同事幫你,把每一步都做好,獲得訂單的機(jī)會(huì)才會(huì)更高。
所謂差異化服務(wù),其實(shí)沒(méi)那么難。首先你提供給客人的信息不要華而不實(shí),要實(shí)用,要專業(yè),要想客人之所想。你最起碼要具備以下幾個(gè)要素。
1.誠(chéng)信
做生意,想長(zhǎng)遠(yuǎn)一定要有誠(chéng)信,遇到什么問(wèn)題都要坦然面對(duì),假如你在標(biāo)出價(jià)格與服務(wù)時(shí)出現(xiàn)標(biāo)錯(cuò)或者是報(bào)錯(cuò)了情況,也要主動(dòng)承擔(dān),并承諾,如果未來(lái)有什么情況會(huì)負(fù)責(zé)到底。
2.有禮貌
對(duì)于英文不夠好的外貿(mào)人,在跟對(duì)方溝通時(shí),一定要注意禮貌用語(yǔ),比如:I can help you,還有take care your body之類的。另外,沒(méi)事不要去打擾客人。
3.反應(yīng)快
迅速響應(yīng)是很重要的服務(wù)性,而且這不用花錢就能做得到。
4.服務(wù)到客人的客人
如前面所講,從“客人的客人”角度出發(fā)來(lái)想事情。主要體現(xiàn)在這些方面,如你提供給客人的圖片不要加水印,方便客人使用產(chǎn)品圖片。另外,你可以把你網(wǎng)站上價(jià)格標(biāo)為“客人的客人”的價(jià)格,而不是你賣給客戶的價(jià)格。當(dāng)然,你不標(biāo)價(jià)也可以,只是如果大家都不標(biāo)價(jià)格時(shí),你又怎么能在眾多競(jìng)爭(zhēng)者中引起客人注意呢?