背景：我在一家国内工厂做销售，日常工作是内外贸的销售工作和业务助理工作。
老客户合作背景：
2021年9月开始，我们收到国外代理发起的新产品询价，是水产用杀菌产品。2021年底前，该产品在市面上非常紧缺，拿不到货。由于是新产品，加上对产品知识的欠缺、工厂繁杂工作（所有助理事务都有我来承担）的关系，这段时间一直没有进展。说来惭愧，当时确实对这个产品不够用心。直到2022年5月，成功成交了第一单，20多万美金。下面我总结了一下能够做成功的一些心得。
一、精力有限，选品很重要。
由于我们收到的询价新产品比较多。精力有限，必须对新产品机会做一个初筛，重点开发。
2022年开始，助理类工作处理得越来越得心应手，也有了更多时间开拓。这期间，我开始认真研究和评估手头几个有询盘的新产品，最终选定了两个产品，一个是2021年同样短缺的抗生素（兽药），另一个就是这个客户在询价的杀菌产品。
选中该杀菌剂的理由是，该产品的原材料是我们公司自营产品的原材料之一，对于原材料把控有天然的优势；由于我们的兽药可用于水产行业，所以这个贸易产品还可以作为销售配套产品。
坚定了方向之后，就开始产品调查工作，通过向公司其他部门同事请教、与国内几大供应商反反复复的电话沟通（疫情期间，没有上门拜访）、互联网搜索原材料价格行情，在这个过程中，增加了自己的专业性，逐渐对产品的行情有了自己的判断，这也使我获得了其中一家主要供应商的信任和支持，这也为成功拿下订单打好了铺垫。
二、创新，改变报价方式
2月10日，在收到代理再次的16吨询盘后，我给出了如下回复。
这封邮件也是我认为非常关键的转折点，改变了给代理的报价方式（这其实也是领导的指点），直接告诉代理，作为贸易商，我们的利润是多少个点，增加代理的议价主动权。
Hi David,
So happy to get your inquiry for Product A! Very good timing!!
As we would very much like to start our new projects, we decide to offer a fully transparent quote: the following price gives us a profit margin of ***. Please let us know how far we are from closing the deal. We really appreciate your feedback and advice.
……
Kindly be noticed that the goods are in shortage. If we place the order as quick as possible, we might be able to get the product earlier, likely Mar. 20. Hope to hear from you soon.
Thank you so much for your support.
Kind regards,
Cathy
这个阶段，市场价格依然偏高，但是我也没闲着，一是与国内几大供应商保持交流，凭着多方面的积累，拿到的报价也越来越好；二是不定期给客户更新不同厂家的报价。终于在这样坚持了2个月后，4月26日，收到客户再一次的RFQ。
Hello Cathy
Good news !!!
ABC（终端客户） wants to quote again Product A with us, please quote 1 FCL CIF San Antonio, of the alternatives that are available, please include the same factory listed initially, because ABC has that manufacturing. They know that they have dropped the prices and want to buy ... I hope close this business
thank you very much
David.
当时因为疫情关系，国内两大供应商价格都比较高；我们给客户推荐了另一个省份的工厂，这家工厂质量也是业内认可的稳定。在给代理充分介绍了国内行情后，我们终于在4月26日收到代理邮件确认订单。
三、漫长的等待，竭尽全力维持价格、坚守原则按流程办事。
这个国家客户就是特别慢性子，加上这次是要把新供应商做进去，我们配合完成了各种需要的工厂资料，终于在5月13日收到了正式的PO。
这中间的过程十分煎熬，代理在邮件确认报价后，一直没有发来PO。按照流程，我们需要收到客户订单 SC，才能和工厂签合同。为此，我还请教很多人，这种情况，是否可以先和工厂签合同？最终，考虑到合作模式特殊性，代理的邮件确认无法代表终端客户真实意向，只好把压力都给到自己。努力和工厂保持沟通，真诚的交流也赢得了对方销售的支持。好在当时价格波动也不是特别大，最终坚持到终端客户发来PO，我们才正式做起了合同。
其间还出现了小插曲，在我们要签合同的时候，工厂突然说，本来要给我们的货，说要还给别的客户了（这批货是因为其他客户疫情关系，之前一直发不出去，才让给我们）。当时真的很急，我尽可能搬出我们的优势，包括原材料的经销权等等，最终总算在当天又把货抢回来了！事后，我也了解到，留住货的方法很多，比如小包装的话，可以定制标签，等等。总之就是，跌宕起伏，但终究尝到了初次成功的果实。
四、处理客户投诉，为客户解决问题；完善工作流程
货物到港后12天，代理才反馈过来，客户说包装破了一桶，要求赔偿这一桶的货值，或再单独运到当地工厂。因为产品的危险特性，运费高昂，不会考虑单独运送。
Hello Cathy
Good Day,
I need your help and cooperation to solve a problem with the first shrimp of Product A. ABC received the container in his warehouse and in the center of the container one of the pallets had a broken drum and with loss of product.
ABC had to eliminate the complete drum.
They ask me to send a 25 kg drum in the loss by the loss, it is possible to make a compensation for this loss? This could be sent in the next shipment.?
Thank you for understand this situation
Best regards
因为时差关系，我有一整天时间，去进行证据搜集，包括工厂装货照片、货代监装照片、搜集到的破损照片，基本可以排除国内的原因。
但是由于是老客户，信誉良好，加上这时候，我们和这个客户已经做了第二单这个产品。所以，我们基本是会答应承担货损的。但是，我想起冰大关于索赔的课程，面对投诉不要慌，第一时间作出快速回复，告诉客户，什么时候可以给答复。该承担的我们承担。不该道歉，绝不多说一句sorry.
我写了如下的邮件：
Hello David,
Sorry for this unhappy experience. We will fully cooperate to solve this problem. Please don't worry.
At the moment, we need your help to ask our customer if they could provide some photos or something else. This is not only necessary for launching compensation procedure for the loss this time, but also to see if any improvement for future shipments could be made.
As for possible solutions, if evidence is adequate, we can have the insurance company cover all risks during the sea shipment. If not, we will also seek solutions that satisfy our customer.
As you can find in the attachment, the second full container of Product A was already on board the ship on Aug. 6… How about making up for this loss through our future order? Please let us know if they will need more Product A this year.
Thank you very much.
客户回复了一张桶破了的照片，但是是在客户仓库拍的，中间过程无法体现，证据不全。
Hello Cathy
attached photograph of the damaged drum.
I am in contact with ABC to find a solution to this damage and try to negotiate a new order for the end of the year...
I'll let you know the progress.
David.
Dear Cathy
ABC asks me if it is possible to discount the damaged drum in the payment of the next due invoice?
Please confirm..
David
这时候我已经打算为了长期合作，答应承担了，顺便卖一个人情给代理。但是，为了避免之后出现这种情况，客户认为不分析原因，就找我们索赔很容易，我还是打算制造一点小小困难：公司程序。
Hello David,
Thank you for your help in this communication.
It seems that the drum was hit by some hard object, such as pallet edge or fork lift? In this case, the insurance for sea shipment might not apply.
Since the second container already left the Chinese Customs, we need some time to check if the price can be adjusted without causing other problems. The procedure can be very complicated. Will update to you within this week.
Again, the easiest way is that we discount the damage through our third order. Please your help to try again for this solution.
Thank you very much!
从收到索赔开始，3天后，收到代理如下邮件。
Hello Dear Cathy
ABC insists on deducting this drum from the next invoice, and that the manufacturer collects the insurance, is that possible?
Please confirm
如下，我答应了承担货损，但明确表示，这不意味着是我们的问题。为了让终端客户知道，我们表示会起草一份声明，并要求双签，作为索赔程序必备文件。同时，这三天我也没闲着，搜集了装箱照片，并写了一份装箱报告（我们公司没有这个习惯，这件事也让我意识到，监装报告的重要性）给客户，顺便展示一下我们的专业性。
Hello David,
We can afford the loss this time, that is USD***. Will need ABC’s cooperation to sign an agreement next week, according to our company procedure for compensation.
We are taking the loss for our long-term relationship with you and ABC. Kindly notice that the current information provided by ABC is not adequate for us to collect the insurance. Let me know if they have more photos.
I also attach the photos for container loading. We want our customer to know that the whole loading process was inspected by a professional inspector.
Feel free to contact us if any questions.
Thank you again for your support.
Best regards,
此后就是走流程了，请法务一起做了一份需要双签的声明，一是表明责任不清晰，我们是主动承担，但不代表是我们的问题；二是请客户确保这次索赔之后，不会继续再就这个问题，提出其他索赔要求。
这次处理，客户相对还是比较满意的。立马又来询盘，差点做成了一单新产品。不巧遇到他们国庆节，节前说订单确定了，结果一直没发来PO，代理整整消失了1周多。。。节后回来，开始说要缩小数量了。。。目前来看比较困难了，还在谈判中。一把辛酸泪。这个之后再分享了。
结尾必须积极向上，加油💪@阿拉蕾小编
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