开发信模板之售后&客诉篇

网商动力

网商动力(https://www.eckey.cn)跨境电商，致力于提供一手资讯、干货知识。

2023-01-12 10:04:07

售后篇

1.询问产品销售情况Warm Tips:产品销售以后是需要跟进了解客户进展的：
A.使用商：了解客户使用情况是否满意？使用过程中有没有碰到什么问题？产品哪些性能是否需要改进？
B.贸易商：产品在当地市场的销售情况如何？消费者有没有什么反馈？有哪些需要改进的地方？跟市场上同类产品相比有什么优缺点？价格是不是有足够的竞争力？
以上这些售后跟进都是需要跟客户讨论的，也会对未来的合作和订单有很大帮助。
使用商：Dear XXX,Long time no contact!How are you and how's everything going at your side?I'd like to check with you abt your using statues of our silicone.Do you have any question or technical supports? (直接询盘使用情况,是否需要技术支持) Your earlier comments will be highly appreciated.Sincerely
Dear XXX,Long time no see!How's everything going recently?I'm writing to check with you abt the use situation of our silicone?Does our silicone can help you solve the oily problem well?Or do you have any other good suggestion abt our silicone?(直接切入前面客户特别想解决的问题,并询问其它好建议)Your kindly advise will be highly appreciated.
贸易商：Dear XXX,Long time no contact!How are you and How's the conditions of your business market going?Hope beautiful!I'd like to check with you abt the distribution and retail statues.BTW, we have sent you two kinds different small package to small marketing promotion, 1kg and 5kg, which one is more popular in the market?Waiting for your comments soon.Sincerely
Dear XXX,Long time no see!How are you and How's the conditions of your business market going?Hope beautiful!I'd like to check with abt the distribution statues.1.How's customers feedback abt this design?2.Any improvements suggestion abt it?3.Are there any advantage and disadvantage compared to others?4.Does the price have absolutely competitive in the market?………………….Your earlier feedback will be highly appreciated.2.了解最新市场动态Warm Tips:1.时常关注市场信息, 了解动态需求,并把去不同国家当地拜访的一些好的建议和反馈等都可以分享给客户,同时公司有研发出行产品也及时推荐给客户适合的产品,而不是一直跟进客户订单情况。

Dear XXX,Pls allow me to introduce our new R&D products--Txxx for huge size casting of concrete, stone, GRC/GRG, GFRC.As we know, there are more and more Europe styles building manufactures in your local market like ceiling, column, walls, fountain etc. and most of the crafts are always more than 5meters, the common hardness of 30 to 40shore A will be too soft for them.
So,most of customer use polyurethane rubbers instead of silicone.This why we'll develop a new kinds silicone and it have done well in South East Asia market. I'm sure it will also a beautiful market in Middle East.Would you like to evaluate the sample at moment?And we are planning to visit UAE and discuss with you abt the details future projects.So that we can help you occupy this market better.Or do you have any good suggestion for the new products to open this market?Pls kindly advise.

3.返单跟进直接询问式:Dear XXX,Long time no contact!How are you? And how is your market going?As previous records, you always have new demand each 3 month, however, we haven't got your order since 4month ago. Do you have some new purchasing plans or programs?If so, hope you can advise us in advance so that any delay of shipment before the our big holiday. Waiting for your reply soon.
促销优惠吸引型:Dear XXX,Long time no contact!How are you?I'm so happy to tell you that it will be my company's 12years birthday on 28th of Oct , and in order to express our gratitude to customer's supports.We'll take this opportunity to hold a promotion for old customers in next week.So, Dear Steven, if you have new demand recently, we hope you can confirm an order within this promotion so that you can en the discounts.Waiting for reply soon.Sincerely
节假日温馨提示型：Warm Tips:适用于已成交的客户，务必做好客户分析和客户返单频率的记录以便于及时跟进订单情况，同时对于应该返单却未返单时，找出原因，以避免在不知情的情况下意外流失客户。
Dear XXX,Pls kindly noted our big holiday Spring Festival will be start to 28th of Jan to 13th of Feb.If you have any new purchase plan recently, pls confirm it ASAP so that we can prepare everything well for you before we are closed.4.老客户的二次开发Warm Tips:开发一个贸易商胜过十个使用商，贸易商卖的产品一般种类繁多，所以对于已经合作的贸易商更要多去分析和二次开发，正因为有前面的合作和信任，这样的二次开发会比你去开发一个新客户容易，同时这也是很好的一种老客户维护方式。
Dear XXX,We are so happy to cooperate with you on the past two years, and I really appreciate you such kindly to support's work.As we know you are such strong & professional in silicone filed. May we know if any inquiries for the fiberglass, molding clay, PU from customers when they buy silicone?If so, we are glad to introduce some relative silicone materials for you on the attachments.We are confident that these material will be helpful to provide a series service for your customers.Any interested, sample will be sent for evaluation.

客诉篇

1第一时间回复

Warm Tips:1.外贸中,收到客诉是常常的，品质、服务、交期延误、发错货、寄错单据等等的原因，对于我们要做的是：第一时间处理并做出回应，安抚客户情绪，这样也会让客户在后面的沟通中比较配合你一起来处理这个问题。

2. Sorry!不能随便用，在欧美文化中，对就是对，错就是错，一就是一，二就是二，非常直接。如果这个问题是你的责任，大方道歉，并提出补救方案即可。如果不是你的原因造成的，就应该据理力争，把情况说明白，尽管你还是会帮客户想办法补救，但是 sorry是不能讲的。
Hello Dear XXX,Have feedback this problem to our department, and who is checking the kept sample and find what the problem is.Dear Leo, pls don't have such press and worries to yourself. We will take full responsible for it if confirmed it's our quality problem.I will response to you within 24hrs and give you a solution within 48hrs.

2道歉并寻求客户的配合

Warm Tips:安抚客户的同时,给客户以信息,同时迂回的让客户愿意配合你。
Hello Dear XXX,Yes, I firmly understand your situation well now.And I'm surely we can give you a satisfied solution and make your lost into minin.We are just making the testing of sample, pls be patient and give us more time.Besides, in order to find the reason ASAP, could you also help us to confirm some useful information with your customers as follows—1.xxx2.xxx3.xxx4.xxxYour urgently reply will be highly appreciated.

3再次跟踪实际解决效果