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标题: [现场直播 第一单的成功与失败与大家分享 最新更新

本主题被作者加入到个人文集中

ourfaith (QIQI)

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发表于 2008-11-27 10:01 资料 个人空间 个人短信 加为好友 只看该作者



[现场直播 第一单的成功与失败与大家分享 最新更新

这一单严格算来已经不是第一单了,之前有个小小的样品单不足为念,故曰第一单,而且可能是第一次成功的单或者第一次失败的单,因为此单还在进行中,算是现场直播了吧!放下成功与失败不谈,谨以此单过程中的一些心得和体会和大家分享,欢迎指教和建议

上班已近三月,纯贸易性质的公司,无展会,单凭一个付费ec21平台很难满足公司发展,因此我一上班基本就定格在不断emai开发客户上来。

在三个月中大概有万余封邮件出去。主要是 利用群发漫天撒网 和 搜索引擎精准搜索两种,效果也只能达到2天一个询盘。主要是这种开发招来了

一大批印度客人和 卖制管机械的  。所以我前两个月处理的询盘主要以泛泛的询价而告终。

9月初对我还不错的经理 突然提出辞职,经理在我印象中还是算很务实的,没有城府。虽然业务上没有教给我多少,但是为人很不错,辞职的前几个小时

还在安排公司的工作。晚上一起吃饭时候经理给我留下两句话“即使明天要走,今天的工作你还是要认真完成,和你在阿里那边有朋友不一定非要等到有单了再走”。公司属于低提成 低底薪的企业。我当时就是想拿下一单,证明下自己了再辞职。

经理走后,我上能分到的询盘多了起来。基本不用去发开发信了。

9月底的前一个礼拜五,都快要下班了 突然老板接到国外客户的电话,我想是老板的老客户就没在意,后来老板立马出来说“马上有一个新的询盘,大家一个小时完成价格方案” 过一会询盘转发我编号。新客户是我这边负责的。

客户询盘

Dear Sirs,

referring to our phone call, herewith we ask you a quotation for the following items:

NO. 10BOILER PIPES_ 6,5 mt long

Ø(DIAMETER) 101,5

THIKNESS 11,3 WITHOUT WELDING

NO. 10 BOILER PIPES Ø 101,5 THIKNESS 5,49

CERTIFIED MATERIAL ASTM A 335 (P91)

Please let us know unit price, weight and dimentions , delivery terms and payment terms

我初检产品规格 标准 材质没有问题后立即转发采购部门,同时回首条给客人确认其需要的数量

Dear XX

I'm glad your calling and many thanks for you inquiry regarding ASTM A 335 (P91) pipes.

we hereby acknowledge receipt of your inquiry and it has been processed now.we 'll send

you quotation by our earliest time for your urgently needs.

In reply,please kindly let usknow the quantity you required,we do need it to make quotation

for you

As a experiencedcompany (ISO9001:2000) in alloy pipe fields for years.we take the opportunity

seriously to cooperate with XXXX If you have any questions,please freeto

contact with me

Ps:客户要求很具体,处于经济发达区域,来信函确认 要特别要求的 询盘我通常会放高优先级

很快得到了客人回信确认

Dear Quincy,

thanks to your e-mail.

Quantity are 10 pieces and 10 pieces.

Regards

——————————————————————————————————————————————————————————————————

马上与采购部门联系,得知现在基本都下班了,不能出比较好的价格,于是反馈客户

DearXX

Many thanks for your promptly reply.

For your information.you need each specifications with 10 pcs 6,5 mt long.

we just got the information from our production department these standard

is available in our manufacture.

Additionally,you will get the quotation about next Monday for it's the weekend now,

of course,we will try our best to short the lead time for you to avoid any delay.

Regards

其实周末加班给客人东西,他们大多也收不到,除非客人是私人贸易商。另外,据有的说法客人会认为周六还上班的企业属于对于员工

的过劳要求。

晚上回到家,收到客户的加量消息,更加确定他们的真实需求,同时上网简单的熟悉下客人的业务范围,经营能力。做到心中有数。

[ 本帖最后由 ourfaith 于 2009-3-19 13:35 编辑 ]



I have a house,towards the sea, with spring flowers blossoming.



ourfaith (QIQI)

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发表于 2008-11-27 10:01 资料 个人空间 个人短信 加为好友 只看该作者



礼拜一下午,公司采购上班即开始 寻此产品,其实礼拜5也打过很多电话,得出了采购价格。马上给客人报价。

鉴于客户可能很急,我顺提及了下交期

DearXx

Good day,please note the attachment for quotations.we hope this just the one in your favor

further more,If there's any updates we will keep in touch with you.

Actually there're only a few manufactures can produce these pipes,we are also try to coordinate

with our manufacture to provide more favorable lead-timefor your urgently use.

If you any questions,please free to contact with me

下午5点多时候,突然行政mm那边接了个老外的电话,转给跟单mm,tracy。结果她找的不是tracy,我想不会是找我的

吧,结果tracy真的 抬起头来 是不是找你的哦,我赶快她的位置,拿起电话。先做几句自我介绍,里面叽里咕噜了一通。我懵了。

虽然我口语不是很好,但是听力可是一流的哦。只好 pardon,please confirm which items you inquiried。would you mind tell

me your email address之类。可怜我不在我的位置上,虽然马上搞懂了就是该单的客户,但是我却无法从我的电脑上看到该单的信息。

只好耐心地听客人讲。估计欧洲人也有英语说得不怎么好的,我弄懂了客户的第一个问题 包装,客户要求木箱,我抓破脑袋想给客人接受下常规包装

可节骨眼上忘记了 一个工艺环节,只能是“”our package are surely with strong sea shipment can support long distance之类“。第二个就是客户有几个

items怀疑是我们重量算错了,搞得我以为客户是要改重量数量等,最后实在扛不住,只好could you send me an email for conformation and by the way

may I have you phone number?最后证实是客人自己算错了。

接电话心得:先确定对方是谁,他要找谁,不要聊了一阵才你找谁啊、?尽快切入主题 用item product size 等 迅速判断客户是谁并找出文件位置

听力很重要的,紧张很多时候是因为没有听懂。大伙多听voa

客人问什么前,尽量让他说 你听,你想别人打电话给你肯定是有事情的,你却拿起来叽里咕噜一通,把客人憋得多难受,要他听不懂你讲的就更难

受,最后下来还没有达到沟通目的

不要说得太快,客户一般是希望听懂而不是欣赏你的口语。说到数字大不了一个个念

尽量弄到客人信息,你电话是什么啊 ,邮箱。。。。一显得重视,二 嘿嘿 没有听懂或者什么大不了打回去

电话接完,马上给客户唠嗑下嘿嘿,趁着余温,邮件可是俺们国家人的打狗棒

DearXXX

I'mso glad you calling me.

According to your calling,I need to confirm the follow details with you.

1 the change of size ranges you required.you mean just the followitems

change into 101.5X11.8. and also calculate the weight if the size is 163X11. 8

2 the packing of these pipes.normally itwas packed by strong Polly bags and fastened

by ropes.but finally depends on customer requirement ,so please let me know your favor.

please confirm the above details.And we will work on for all the details you required.

Any questions,please free to contact with me

Best Regards

客户回复

Dear Quincy,

referring to our phone call, we would like to receive your offer for 20 boiler pipes (pos. 1) and 20 boiler pipes (pos. 2). Probably prices will change, please let us know!

Concerning total weight probably they are not correct, because with 11,3 of thikness and outside diameter of 101,5, there is a few material, so weight is less also for pos. 2.

Delivery time can be reduced?

Please grant us MORE offer validity, 7 days are little!

Please let us know also dimensions and weight of goods packaged, to organize transport

嘿嘿 其实我比较喜欢研究客户邮件的,也许大家认为没有前戏 问候或者什么的信件是无法接受的。但是在作为一个大家都很equal 或者你是强势面前,真的没有必要很谦卑,business is business。你去Regards your parents。should be obliged,are youcontent with our service云云不一定效果很好。

有礼有节的讲清楚问题是王道。上面客户的话 虽然没有上下文衔接 润色之类,但是风格可能值得大家参考下。

最后客人回复是他们自己的理解错误,并将我们报价 一个个圈出来 提出修改回发给我们

Dear Quincy,

please let us know only about packaging and new quotation, we understand about thikness and OD, sorry for mistake…

regards

——————————————————————————————————————————————————————————————————

在得到客人明确后 我弄了张海运时候货物包装,客户立马又来电话,这时我好歹熟悉他们语境了,但是总觉得那边乱糟糟的,后来明白了

客户那边是她的经理在说意大利语,miss XX在翻译给我,这一折腾,就尤其要注重我说的”让客户说,认真的听“了。最后弄明白,客户要好的包装。

我们马上推荐木箱包装,对于有质量要求的客户,大家可以考虑推荐一些比较高端的方案,

包括客人下单时候 我还回 we will reamber quality

As for quality you focused,the pipes will be test by manufacture and secondlyby our own QC

department before shipment.we will also pay special attention on the packaging conditions to

assure you the quality.and we will also send you guarantee by quality certificate.

Quincy,

with reference to our phone call, please QUOTE ONLY FOR ITEM 1 AND ITEM 2, without cost of transport.

Concerning our choose of wooden boxes, we prefere them to avoid any damage to the pipes! LETUS KNOW

Pipes must arrive straight here in italy. We have a wavertolerance of 2 mm/meter. So with your package you MUST garantee us that pipes will arrive here in a good way, with no damage marks. LET US KNOW.

What about your quality? Are these pipes smooth and without weldings as we require? LET US KNOW

Please confirm us weight of these 40 pipes. LET US KNOW

Probably in 10 days we can’t have an answer for the offer from our customer!

waiting to your FAST reply,

建议;客人是什么定位,提出什么问题。就要多谈他想要知道的问题马上和钢厂确认,结果那边咬死不给包装。大的厂家都是很牛B的,没有办法 马上得出方案,我们自买木箱到港了再装。不再累述

另外:作为外贸公司,速度真的很重要。我们能提供的优势就是方案的及时性和全面性,你的快速会让客户感觉你Professional,她受到重视。哪怕是 acknowledge receipt of email.

改价:

客人在确定包装后,经历了三次改价

数量5个规格变化为两个规格

单规格的数量从 7 到 10 到20

客人在最后数量定格在20 pcs后 就咬死要我们降价 ,一直就discounttolerace 来了

客户怎么知道 我们还可以给他降价,并要求我们接二连三的降价最后到了 合适的利润 市场 6个点呢

客户很熟悉我们的市场?

下面我将我的一点体会分享

[ 本帖最后由 ourfaith 于 2008-11-27 19:52 编辑 ]



I have a house,towards the sea, with spring flowers blossoming.



ourfaith (QIQI)

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兔宝宝

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发表于 2008-11-27 10:01 资料 个人空间 个人短信 加为好友 只看该作者



作为一个2元一次方程 甚至再到多元

客户提出三次更改。我们会按照数量多少 不定的提高或者降低利润率

客户只要改变三次 他i就能大体知道你的利润浮动范围。不是很精确 至少也有60%以上的准确率了。

所以各位 直接在单价上批量乘利润流的就要注意了

客户多次改变条目,规格很可能就在想套你的底线。不幸我大约是中招了。

客户所Price is ok时候 我的利润就不是那么可观了。

只是个数学和感觉的结合 大家可以体会体会 嘿嘿

————————————————————————————————————————————————————————————————

价格确定后,马上国庆来临

客户突然在9月30号打电话要求表面 处理6个微米。这个是个技术问题,

老板A 马上在下班前布置过两个任务

1 电话通知采购确认 技术问题并马上回复

2我们邮件全部设置自动回复,她来负责假日间回复。

——————————————————————————

It confirm that we can meet 6.3 um on the surface.

Sorry for the late response, because here is the long national holiday.

Looking forward the cooperation !

——————————————————————————————————

Yes, the price has change. Will inform you on Oct. 6.

Thanks for your continuous interest !

我在国庆节 逛在南京西路 也实在忍不住 跑去了旁边的网吧 上网下A335标准 发现里面没有关于表面粗糙的规定

的,马上将标准发给采购 老板。后采购确认 该技术问题可以解决。

感悟:我的打算是节后来解决客户的技术问题的,老板却坚持在节日里面给了客人有效回复。

你放假,客人却是没有放假的。另外,你的竞争对手放假了吗?

[ 本帖最后由 ourfaith 于 2008-11-28 21:24 编辑 ]



I have a house,towards the sea, with spring flowers blossoming.



ourfaith (QIQI)

论坛元老

  

兔宝宝

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#4

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发表于 2008-11-27 10:03 资料 个人空间 个人短信 加为好友 只看该作者



插曲

大家也许会记得,就是在国庆的礼拜一 欧元狂跌直9.27 后来就是没有最低只有更低了。

分享

1 参照国家缘起汇率,

2 加保险系数 外汇买入价-0.001*有效期The price willchange if the exchange rateEuro to RMB less than

我们报价会有这一条款 ,按老板的意思是汇率的损伤应该客户全部承当,我认为这一招有失公平确实屡试不爽。

大多数汇率损伤客户担下了

专业知识在这里体现 和客户交流时候 始终没有让她明白 这一条款的意思,只好是 sorry for confuse,I willwrite you

an email to explain this term.

下面是解释,其实我如果在电话沟通中 知道Currency devalue inflation exchange tate之类 就不会搞得很混乱了。

所以 专业具备确实好,可是我不是国贸专业学机电嘿嘿

Dear XX

Regarding to our phone,

we maintain the local price for you, the price change based on the changing of

exchange rate in last week.

According to our bank,Euro exchange RMB is 9.962 in 27th SEP,but now it comes

to 9.339.for our price is the bottom line,please take the exchange rate into consideration.

Any questions,please free to contact with me

最后在 明确客户的购买意向后,直接说明要客户 take the exchange rate into consideration

接下来是漫长的等待:

但是作为第一个客户 我忐忑不安的 每间或以到两天给她email,

Good day,

Haven't you got any updates of these p91 pipes?

and how about the 316L pipes you asked few days ago.

we of course can produce these pipes you required and aim to

cooperate with you in pipe/fittings fields.so any of your information's

are highly welcomed.

————————————————————————————————————————————————

Dear Quincy,

thanks to your e-mail.

Probably we will let you know next week. As we told you, this work will take many time.

We will inform you.

Thanks for your cooperation!

——————————————————————————————————————————————————————

how are you recently, I hope Ok

Firstly allow me ask if there's any news of our last quotation.

And have you got some other inquires about pipe/fittings.

if so,free t contact with me

其实这个 有点失败,此事未平 我认为最好不要牵涉和pending中的产品关系不大的东西,不然客户可能觉得这家伙怎么什么都想

卖给我啊

——————————————————————————————————————————————————————

Good day Quincy,

herewith we are glad to communicate you that our customer has accepted the offer for the pipes.

Next week we will discuss together, with my manager concerning the order for the first part of pipes to you.

Best regards 这时候客户还没有表名一定会下给我哦,能干什么呢 继续跟

——————————————————————————————————————————————————————————————————

Receiving your news,I am so glad,of course it was also in my expectation for

these pipes are on our advantage.

Besides competitive price,I will coordinate the production department to get newest

conditions of raw material.production schedule,surface treatment ect,these initial preparation

will assure your pipes productionmore smoothly.

这话有点吹大了 单子都还没有下 你就在准备料了

——————————————————————————————————————————————————————————————————

第二天

Regarding the ASTM A335 P91 pipes.we have the follow updates to share with you.

1 validity time,the price is still OK during this week,since the raw materials market keep

on fluctuating,we waiting for your soon confirmation.

2 Lead time.the raw materials are in sufficient supply recently最后自己扇自己耳刮子,so you don't need to doubt about

the lead-time.

3 Attached files when the pipes finished

a.ASTM quality certificate

b.Mill quality certificate contained test report.

c.the certificate of wooden case without fumigation.

d Other files availablefor export to European countries if required

Win the first game is hard,to finish the second time with qualified products in smoothly is even harder.

we have been good prepared for it.

——————————————————————————————————————————————————————————

在和要下单的客户谈的时候,我现在想来不要给牛皮吹得过大了,不然自己最后圆不上圈。但是也不能扇冷风。大家怎么认为呢

我就是谈些 该产品市场情况

重复下我们确认过的文件 证书

等 大家有何高见

下单

Dear Quincy,

thanks to your e-mails, herewith enclosed copy of payment effected.

Please let us know when you will receive found on your account.

We are waiting to your news.

Have a nice week end!!

收到客户的订单后,

对外:要及时告知客户已经收到订单,并表示感谢,能谈点对此订单的安排情况更好。并做好形式发票给银行信息给客户。

让客户吃下定心丸,尽快付款。

对内:要及时的和采购部门跟进单子情况。单子的交期,价格,国内行情等。

Dear XX

Good weekend,

Our management are preparing purchase raw materials including

P91 in the beginning of November,and then your pipes begin,we assure

it will finished smoothly even earlier according to our schedule.

So,if you have updates of payments,please inform me as soon as you can.

实际上客人知道我们是贸易公司的,但是可能众多外贸公司兄弟可能都有一个心结,we are not manufacture.但是为了在价格海战

中生存,每次我都是以工厂的 销售部门的角色去宣传自己的。向客户介绍 our engineer, purchase dpt,our production

department。但是反过来,客户问几个产品你都能做,有这样的工厂吗?

我现在的想法是:我们是工厂的独家代理,能提供相关领域的整体解决方案。从这个角度。

节外生枝:

在10月23 到10月26下单和付款中间的三天时间里,公司采购部门突然得到信息,我们询价的XX钢铁公司可能在10月26日关炉限产。

当时我的心态是;在中国没有拿着钱买不到的东西。采购那边也有几个现货价格。于是没有向客户说明,我想已经收到订单了,大家

都不可能推掉吧。

Dear XX

Morning,the payment haven't been received yet,

Don't worry,we estimate it will be ok tomorrow or the

day after tomorrow,

客人传付款水单后,可以说主动权在你这边了,但是有好的服务意识的sale不应该收钱后就态度马上180度转弯,不跟进了,回复少

了。其实客户付钱出来心里多少有些顾虑,这时候是培养感情的好机会

节外生枝

大家知道,其实我们实在起初询价的供应商关炉的情况下接下这个单子的。但是接到单子后,国内却该产品全线缺货,开始听到采

购说这个情况,我还不以为然。突然想起了 soho 无路可逃 还有ne8 里面关于供应商的分析,供应商和客户一样 从培养 跟踪 关

系协调可以说和客户开发一样重要。

我这里想和大家分享的是 各位sale可能都是在接触产品一两个礼拜后草草开始开发客户的,一定要在后面的工作中继续产品的学习

。如果你能熟悉产品做到和采购一个样,那么你做起来就不会迷茫了。

最后一句累人的话 soho 大抵就是这样出来的吧各位soho高手是这样的吗?

关键是现在 我们买不到货物了。。。

公司采购马上开始了多方询价,均无果 要不是起订量我们的单子都达不到 要么就是进口的天价

我“在国内只要花钱 没有买不到的货物”的思维被考验了,其实即使那你顺利搞到货物了,供应商的考证,评估,生产进度

出货检验,后续关系等 我们做一个单一的sale很少去考虑这些问题的。全面的考虑市场 考虑供应商 我想是应该让才出道的sale更加明白

为什么你每次报价后都是无果而终。为什么你竞争不过别人。

期间,我们接到了天津一个贸易公司的报价,称有现货,经过采购沟通4次后才答应给我们寄样检验,我们就满怀希望的等着检验结果,结果来戏了

客人想要样品

Hi Quincy!!

Is everything ok with order 1055AS-2840?

We would be pleased to receive a sample for these pipe.

We need a little pieces of 100 mm. Obviously it will be an additional piece, not to cut from pipes we order to you!

When this piece will be ready send it us, please.

我前面不是一直在 标榜自己 a big manufacture,have good preparation of your orders 吗 现在傻眼了,只好找个借口,我们当然可以提供样品

但是 为了重视质量,我们会初检后再发给你。打的算盘就是检验合格后,我们给检验过的样品和报告一起邮寄给客户。

Dear XX

Good day,we arearranging the the order 1055AS-2840 intothe schedule,

and you will get any updates when it is in processing.

For the sample,we will seek our stock for it and let you have response next Tuesday.

if we got the sample, we will make preliminaryinspection before sending to you to

assure quality.

这里大家可以看得出 我还是对样品检验很有信心 而且绝对的认为我们可以在国内市场找到客人的货物的。

PS:销售如果不懂自己的产品,是在忽悠自己。懂自己的产品包含:产品的基本属性产品的国内发展情况 产品的国际市场 你的竞争对手产品的行规等

就在期待着报告出来:

结果报告出来,该贸易公司显然是想骗取我们30%的预付款,出具了假证书,这一来回耽误了我们一个礼拜时间。

接着我谈下对国内市场或者小到钢管市场的客人看法

1 不要给外销看得多么吃香,内外都是销。没有必要有种优越感

2 国内供应商考核要牢记,现在国内市场的诚信度的确不是和谐社会那么高,先小人后君子,按规则办事才是王道

3 最好有余地,不要把鸡蛋放在一个篮子里面,也不要把希望寄托在 草草接触的供应商上面。

4 行有行规,乞丐行,妓女行,包括外贸行。你做的产品肯定也有些市场俗语 或者通行惯例

可是样品时间到了怎么办呢?

[ 本帖最后由 ourfaith 于 2008-11-28 21:26 编辑 ]



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ourfaith (QIQI)

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这个是11月20号的事情了

客户要样了,只好找办法拖延一下。最快的时间看能不能解决问题。

老板倒是很奇怪了,要么是放权 要么是自己忙 从头到尾除了国庆 她很少关心我这个单子,

只好我硬着头皮跟着了。

——————————————————————————————————————————

Dear Quincy,

ok we look forward to your confirmation about this sample.

SEND IT by UPS WITH EXPRESS SAVER SERVICE!

OUR CODE ISXXXXX

Please then let us know tracking number.

——————————————————————————————————

DearXX

The pipes are been inspecting,we will inform you as soon as

it finished.

your might answer tomorrow or next Monday for the inspection

was off-duty during weekend,would you take the sample by carriers.

if so, please tell us the carrier company your favor

Dear XX

Sorry for keep you waiting,we have got a paramilitary processed pipe produced

from the latest P91 materials we purchased,which are also for producing pipes your

ordered.

To assure the whole range of your order,we have present it to our country's authority

material center Shanghai material center for inspection,it will be ok in 4 days, if everything

well,we will send you samples as well as inspection report,

——————————————————————————————————————————————————————————

只好尽量拖延下了。我立马全身心的去找这个产品,前面关于供应商的认识 就是从这期间体会到的

我通过FOB 阿里中国等寻找了N多供应商。

结果是做不了了。我们只得到了最优的方案,XX钢可以做 60天交期 价格在我们目标价内。关于目标价

因为客人还有第二批,我们经过讨论,认为不赚钱也可以先给第一单做了 所以就要计算自己的成本

11月21日 我开始计算成本 提交老板

在老板那里基本都只有yes no的 基本不会教你。

这里的成本换算比较简单 和大家分享下:

经过我最后思考得出最保守即是最保险的算法,逆推算法

我们收汇 Total:40000欧元(除包装费)欧元今日汇率 8.4644

每吨底线338000*(8.4644-0.001*40)/4.96吨+退税=XXX+退税

假设只打算做客人下一批货生意和后续订单,按XXX+退税 去 采购货物

每吨成本=XXX+退税 元

可是我们拿着我们可以开得价格 都比国内市场高了 XX钢还是大手一挥 5吨起订。

我傻眼了

客户的样品时间也到了

样品可以推掉

但是大货我们拿什么交给客户  这是11月22 日

[ 本帖最后由 ourfaith 于 2008-11-28 21:43 编辑 ]



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ourfaith (QIQI)

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摊牌

决定放弃客户的单后,我们考虑主要有两个,设法让客户增加数量接受新的交期,其次是退回客

户的30%定金

开始了道歉历程 说实话 我内心是觉得很对不住客户,也觉得比较低落,因为客户守信誉。经济

实力好。也乐于和我交流。我们却马上要拿

give up order 去回报她,关键是想到客户是贸易公司,他也有他的end user 我心里就隐隐作痛



11月24日 终于决定退单

给采购的email

——————————————————————————————————————————————————————

N239001 现决定今天退单,请提供目前我们能提供的最好方案

A 客人是不是可以加点价格在无锡XX拿到货物,无锡XX是否是可以加价做客人目前的定量。

此方案对我们是最有利的。

B 客人是否可以增加到5吨了XX可以做.

C 另外

请提供所有方案的价格,交期,能否达到客人质量要求等,

我们回复时候竟最大可能争取客户改变条件,即使不能做下单子,提供给客人几个比较好的解决

方案。

方案希望今天反馈给我,有问题请及时联系。

————————————————————————————————————————————————————

得到采购方案后马上给客人写信 解释并提出方案

DearMiss XX

Good day

We need to inform a problem regarding the orderOrder 1055AS-2840,when inspection

the samples inSHANGHAI MATERIAL CENTER,the inspection reports shows the chemical composition are

not match with A335 P91 requirements,

Weimmediatelyreinspect these whole materials manufacture purchasedfor your orders, you know they

are purchased in instant conditions at the end of last month,the fact is that theyall can't match A335 P91.

we feel guilty for the the faults, we just focus on the schedule of pipes but failed

in control of raw material.

Attached are inspection reports issued by SHANGHA MATERIAL CENTER,

Our management discuss it today finallypresent ourtwo solutions,

The first one is arrange manufacture purchase new materials for your order at once.but the problem is the quantity is

too less to reach minimum requirement,the least quantityis 5MT per specification,we would never consider profit on this

order and maintain the price as the quotation but latest delivery time is 60 days.

Second is... we give up the order,of course we promise pay the full prepayment back to you,that's the last one we would

like to see,These are some infos regarding your orders,it might be helpful.

>the ASTM A335 P91 import from Japan are about 8200USD per MT have stock in north region of China,

>there might all over china can find the pipes available the date 26th DEC, so far the best one is solution one 60 days.

>the surface treatment 6 micron is no problem when producing the pipes according to

ASTM A335.

you also have the end customer,we know you feeling,

we just wish in any aspect can help you also help ourselves to assistyourfinishthis project.

I am in office 8:00am—1 1 :00 Italia time.

我在写这个email的时候 是很沉重的,导致还放了几个语法错误

we would never consider profit on this.....漏掉 never 这就是个完全相反的意思了

另外 我现在认为 应该马上给客户打个电话

但是客户不知道是没有收到呢还是 一时接受不了 11月25号,多么希望我们是把email发错了啊

Dear quincy

what about sample for pipes we required you?

Is everything ok with inspection?

————————————————————————————————————————————————

再resent email后客户马上就电话来了,这个客户电话交流时间多,但是该公司老板不懂英语 而

业务mm的英语也说的不怎么好。

我们经常电话 久了 我尽然也能听懂她8成的意思了。

客户意思是:我们不是和你们一再电话 和信函确认了吗 怎么会出现这个问题。

做你们现在要求的起订量5吨 每规格要多少根。我们会考虑多定的。

这里有个问题注意了

在大家眼中 MT 是metric ton 公吨的意思呢 还是meter的意思呢?搞得我和客户确认了很久,他

经理批评我们不Professional 因为国际惯例Mt是meter

怪怪 我现在只知道 Iran 和 italy 是这种理解。最后还是来了个 5000,kilograms 解决这个问

题的,

所以 分享:

电话中要变通 5MT 搞糊涂了 来个 5000,kilograms 也是可以的

不清楚国际惯例前 就最好写全称

————————————————————————————————————————————————————————————

我马上觉得有希望了 于是呼 立马回信狂热 告诉我们最好的方案 以及解决他的问题

(估计客户还没有和他的客户讲这件事情)

我马上觉得有希望挽回了顿时天空明朗



Dear XX

Thank you andyour manager,we hope there's chance to improve the deal.

We admit that it's our fault cause the problem,there's no raw material chemical analyze control

in our schedule.

For the quantity we just discussed,we hereby inform you minimum quantity as follows.

ASTM A 335 (P91) BOILER pipes

Item1 101.5 X11.3 6.5 meter unit weight: 0.1633 ton/pieces Total5.06 ton with 31pieces

Item2 101.5 X5.49 6.5 meter unit weight: 0.084 ton/pieces Total5.07 tonwith 60pieces

The delivery time is about 60 days,(we will provide our best delivery time)

This the first contingency during our business,if there's chance can make up it,we will adopt the follow measures

to control quality.

1,Take strictly measure to inspection raw materials at first,and then send it to authority third party inspection center

reinsepect the material,finally send the samples for your approval.

2,Arrange a schedule to show the process of the pipes,and let you know every step.

And we will persuade our management makeconcession on the payment of rest pipes that you didn't arrange at first.

(item one11pieces and item two 40 pieces).

Anna,we just worried about the delivery time,for you mean to need it before 28th December.your schedule must be

badly disturbed by us,please accept our companyand also Quincy's apologize for your.though we today have seek it all over

the country's manufacture,

In and case,we will assist you finish this project,I will be in office in one hour,if you have questions,free to contact with

me

————————————————————————————————————————————————————————————

考虑到 我们这个错误是很严重的 我依然是 提出方案加道歉(11月25)

[ 本帖最后由 ourfaith 于 2008-12-2 23:53 编辑 ]



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ourfaith (QIQI)

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11.26

昨天和客人电话沟通后 客人只是让我给多余出来的 条目报给他

因为客人在欧洲 第二天上午我给她些了封邮件

关于邮件 有前辈曰:

澳洲的 马上回

亚洲的及时回

中东的中午前回

欧洲的下午2点前回

美洲的 下班前回

Dear XX

Thank you

Our management have been workingon the XX pipes these days,the situation is that many steel manufactures

cut output even bankruptcy for the depress economy. so we can't provide you the products with formal quantity and

delivery time,

For the quantity,your order was initially prepared with other orders, now comes the material contingency,our best solution

is arrange a new production if you accept each specification minimum 5 ton.and we serious confirm the delivery time will be

ok 60 days,

The most impotent focus was quality,we will provide these pipes certificate included raw material certificate,mill

certificate and third party certificate.

we are waiting for your remarks,no matter what your choose,we will here assist you finish these pipes,to make up

our fault,very sorry for the inconvenience given to you,

我倒是希望客人能马上答应增加数量 我们就立刻开做了 但是说变就变 如孩子的脸一样

————————————————————————————————————————————————————

Wednesday, November 26, 2008 5:46 PM

Dear Quincy,

concerning your e-mails we are reflecting and from my point of view you will receive a reply later today or tomorrow.

We are very opposed to this event!!!

We have taken jot down and my management are discussing on this big problem.

陷入僵局 只好等待客人的而最后答复

——————————————————————————————————————————————————

Wednesday, November 26, 2008 6:22 PM

Dear XX

Thank you,say sorry to you,your manager,and your company,

If comes to initial market situation this year,we can solve this problem by search it in other manufacture even buy it from stock,Now most steel manufacture cut output for depress market.

Generally,the least for per steel furnace are 20 ton,so the order of our quantity can't be arrange exclusively,

so 5 ton per specification and 60 days delivery timewe present so far was our best one,we will continue work on it,then waiting for

your indication,

We apologize for your inconvenience,our company we will continue it,

Thanks&Best regards

由于我们造成的错误 其实解释也是显得很惨白的

——————————————————————————————————————————————————

27号礼拜6

Friday, November 28, 2008 5:41 PM

客人有在电话中表示我们的折扣因此按照公司旨意先降4个点看看客人口气

Dear XX

Please note the attachment for new quotation,

As we present you last time,our first step is assist you finish this project,an then

put the margin to second position,our management discuss it as soon as your calling.

And we would also like to discuss exchange rate with you,you know the exchange

rate was roamed around 8.45(Euro 8.45(Euro 8.45(Euro



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期待

现场直播。。



--在芸芸众生中不平凡。。



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期待继续。别偷懒?!



活着就是要奋斗;奋斗才能提高!



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好的 今天晚上争取续完 后面的待此事了解后补上



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xiaoma4207 (小马哥)

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支持鼓励学习



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羡慕楼主

什么时候我才能有第一单啊



antstep

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回复 #3 ourfaith 的帖子

受用了



ourfaith (QIQI)

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rate was roamed around 8.45(Euro 8.45(Euro 8.45(Euro :RMB),but today our quotation is based on 8.7,

there is solimited tolerance on our side that we can't ignore exchange rate.what

more

we need to face the fluctuating market recently,

so it should be obligated if you can make decision promptly,we will treat every

procedure

or rawmaterial and the other arrange more seriously,

——————————————————————————————————————————

——

在礼拜5晚上 加班等待客人收到我们新价格后的反馈 客人来电话了

客人的经理就在那里讲 然后他的前台MM翻译客人在电话里面反映确实挺生气(不过Anna 其实

一直都很讲礼貌的)

教训我们 不专业 不守信誉 不懂得和客户一起分担额外损失

很难受 但是 我还是只得强打精神 给客人回复

Friday, November 28, 2008 9:04 PM

Dear XX

Thanks for your calling,

please explain to your customer the steel market currently in China,nearly all steel

pipe manufacture are cutting output some of them

even close down,that's the biggest problem we faced,due to which we can't provide you

with same delivery time and quantity,

we feel guilty for your inconvenience and t you can't go with your customer,we just

the same circumstance for you are still our customer,we need your understand and hope

to make up it.

For the delivery time,we can finish it at most in 60days when you confirmed it,and we

have present you our discount in last quotation,we are afraid there's no tolerance in

currently market,if we got updates on the price we will feed back you as soon as

possible,

_____________________________________________________________________________________

接7楼

_

Friday, November 28, 2008 11:05 PM

客人提出分担额外多出来的 24000 欧元

客人的意思是他 承担10000 我们承担 12000 给事情先顶下 开始生产

最后 他们仍然会 花钱买我们多余的货物

这个就玄了:因为我们公司是很难接受存货的,客人如果就当多出一万欧元 买他所需要的那一部

分怎么办?

我方垫付的 12000~14000欧元 卖不掉客人余下的管子 我们肯定是要亏的

这里我不知道 如何看待承诺:

即使是欧洲客人 资信还算可以 但是他如果一分 不愿 split ,要求我们全额垫资 多余产品开始

生产的话。我们可能还相信客人是认真的

但是客人说:我们愿意分担 10000欧元 这可就让我们起疑心了。一报还一报 客人完全可以坦然

的扔下那批剩货给我们。

We definite very grave that is happened for the following reasons:

Sell price was given to the end customer (governmental customer), on the basis

of you quotation, on your acknowledgment of order and on our pre-payment.

On the basis of your delivery time, we confirmed delivery to our customer so

accepting a penalty of

[ 本帖最后由 ourfaith 于 2008-12-3 00:58 编辑 ]



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[现场直播 第一单的成功与失败与大家分享 最新更新 - 外贸案例 - 外贸第一单



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期待中,希望下面更……





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