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Eva姚
2016-11-26 17:46

客户要转单,如何逃出套路?

“Hi, Chris, how have you been these day”

11月17日下午2点左右,我终于等来了CHRIS的SKYPE上线,匆忙一句问候以后,我直截了当的问客人关于订单的事情。

“ Kindly help to ask Lukas contact me for the order # SK20161025-03E, I feel anxious to move on now”

“ Hi,Eva, I’m good, but which products are you talking about?” Chris 回复,我这才下意识的自己的逻辑有点混乱,急忙去电脑里面找出来订单PI。

 

Chris 是波兰一家公司的大老板,订单处理一般是他的采购助理LUKA, 但是我已经与他失联十天了,不得已,只好联系Chris。

背景大致交待一下:

产品;车载支架,总共五款,20小柜的量。

客户;波兰进口商,我和他也认识,见过几次面,典型的中国通,长期与中国供应商打交道,精明强干。

每次订单数量都是整柜,价格非常敏感.

付款方式;T/T with 10% deposit and 90% balance against BL copy.

问题;老板的大客人,一直合作良好,固定款式的不断返单,操作简单。

十月份下旬,客人下了单,我们做了PI给他确认,恰逢展会,客人表示展会在深圳一周,付一部分人民币为订金,而不是10,老板当场表示不急,让他回波兰之后再安排便可。

因为订单细节全部谈妥 (包括箱唛,交期及款式的数量,和之前订单的要求完全一致,毫无疑问,老板先安排生产大货了 为了赶交期,因为在合同里面客人特别让我们注明延迟交期要罚款 一千美金。

 

所以CHRIS上线SKYPE,并且回我,我是很惊喜的,现在我把PI 截图给他看了,并且特别圈出了价格。

0c96e0174798f23ac08ecac30fef2855.jpg

“Hi,Chris, this order, this is a repeat order, nothing changed, so we already proceed as usual, but your assistant Lukasz didn’t contact us for ages and advise when we can get the deposit, that’s why we feel anxious now.

 

“Dear Eva, we got better prices from other supplier- that is why Lukas do not confirm the order- as I know- sorry for this

But we asked you many times to improve the prices but you didn’t agree”

 

“No, that’s not the case, we have agreed your target price, we must be misunderstood somewhere?

And Lukasz already confirmed us the PI, he even do the adjustment for the quantity for each model in order to fit the 20GP container.

 

“ How did it come to this way, that’s so not right to do business, as you can see on the screenshot of the PI, the price it’s the bottom rock of margin. We also tell Lukasz 10% deposit would be necessary to continue the MP.”

 

“ Please talk with Lukas, he take care of this project right now, I’m on business trip, with limited access to internet”   Chris 匆匆下线。

简直是晴天霹雳,客人居然转单了,我们的订单遭遇了滑铁卢,更为严重的是货全部生产完了!

展会回来一周以后,老板让我跟进一下这个客人,询问定金的事情,货物已经快生产完了。由于这个订单跟我没有直接利益关系,我也没有多上心,只是照例我每三天给客人留言,并且发了邮件,其实在展会回来的一周,如果客人没打定金,我应该想到至少两个方面的;

1) 客人去了香港展会还有广交会,这期间不乏会拿着现有的款式去询价其他供应商,一旦有便宜的,肯定就会转单,不要期望客人的忠诚度有多高。

2) 过去半个月里,CHRIS的采购助理总不上线,不回复邮件,这也不符合逻辑。

哪怕我期间打个电话过去询问一下,事态也不至于发展到这么严重。

 

过了一会儿,LUKAS 上线了,我忙不迭的打了一个SKYPE电话过去,对方未接,一行字映入眼帘:”hi,dear”

哇, 还dear, 我差点脑门充血,但还是想到了“小不忍则乱大谋”

“ Hi,Lukas, glad to see you on line here, just today, I’ve been told that you already work with another supplier who offer you better price”

 

“Yes, dear, pls see PI attached here, you can see his price much better than yours”

Lukas 附上了对方的 PI,

 b8f91e6d6e2c840d6458ae64c1d5db3d.png

我边下载边问“ so what we gonna do about the finished goods, you know, we already finish your goods in confirmed PI.”

“ what ?? finished? We even haven’t pay any deposit”

 

“ that’s so devastating, I know we may did the wrong way, but we thought you confirm the PI, deposit will be arranged later in the following. it\s just you got hands full so as to delay the payment”

 

“No, I didn’t, but dear, if you can make such prices for us, we may still take your goods, could you check it?

I think now the best solution is update the prices for us.

 

Lukas 直接把另外供应商给他做的PI 发给我看,我有点出乎意料,猜不透他真实意图。

我打电话给老板,让他上线QQ, 然后把EXCEL文件发给他,自己也打开看一下,很中式的PI格式,而且价格低得我难以置信,比我们价格低10-20%,跌破行业基础价了,我们根本不可能做到那个价钱。

老板一下子也意识到问题的严重性,问我怎么办

怎么办、我能怎么办、当初直接生产大货之前不跟我商量,现在慌不迭的知道山芋烫手了。

过了好一会,我努力让自己冷静下来,先做两件事情。

1) 根据PI上面提供的信息,去验证客人说的话

  上面有英文的公司名和地址,我直接复制粘贴在百度上面,查出来了该公司的网站,有自家官网也有环球资源网站。

打开一看,知道这个公司是外贸公司,做的产品是杂七杂八的消费电子产品,我们的产品上面只有那么几款。

2 )打电话过去,假装自己是波兰客人的办事处,问一下他们什么时候可以寄出包装样品。

  借此知道了客人确实有跟此家供应商有接触。

 

一来二往,终于接受了这个残酷的现实,客人真的要把我们的订单转给别人做。

 

我把验证的过程大致说了一下,让老板核算一下,我们最低可以做到什么价钱。

老板很明确的表示,他那个供应商的价格 我们肯定做不了的,我们的货质量不一样。

我苦笑笑,不一样的老板果然气魄不一样。

对方愿意做这个价格,肯定是要考量的,谁也不是傻子。

能做低于行业价去抢客人,原因可能有二;

1-客人透露了我们的信息给他,他恶意打击竞争对手,哪怕亏一点点也要把订单抢过去,完全在情理之中,在加上退税的那部分利润也完全可以让给客人。

2-本身是小作坊模式,再者可以在原材料上面做点手脚,用回料代替,暂时性的蒙骗过关。

如果是后者,我们大可以让客人先吃一次亏,然后冷眼旁观,幸灾乐祸,但是,那真的是上策吗?

两败俱伤,对于谁不是好事。

 

等老板核算价格的同时,我发了十张大货图给lukas,

b43611fdc208aaade78ce0b7e11ec64d.jpg6f9cb19b9e4c76008c9a8f149d6838a2.jpg0a86b2eb3b9a8dd9c7638c7252b911bf.jpg

....

Lukas: “oh, dear, so I see one solution, please update price and we will ship it asap”.

Eva: ” dear, we trust you, so we are willing to try our best to finish the goods. 

we will update the price consulting with our top management. “

 

the price you got from other supplier it\s not regular offer in the market, we engaged in filed over 17  years, we know all rules and production cost.

This behaviour try to competing malevolently to break the rule of car mounts market.

Please be cautious getting along the first time with every cheap supplier.

 

As you known, existing market was mixed with different level.

 many manufacturers used second-hand materials. Which makes price much cheaper than ours?

But such kind of that finished products are apt to broken and rapid aging

Benefit on the sacrifice of long-term business, that’s not our recommendation.

 

I believe our honesty will bring us more business and we do have reason to survive in the fierce competition.

we care more for the long-term business.

一大段的动之以情,晓之以理的英文过去,Lukas 好久没有回我,只是在不断的输入中,不见输出。

 

两个小时后,老板把更新的价格给我,我一看,就降了0.05USD,顿时就气不打一处来,都到这个时候了,还装什么傻子充什么愣啊。

老板说;先发过去,让客人看看,看他怎么回复。

我照办了,然后意料之中的铩羽而归。

“Hi, Lukas, are you still on line?”

“ Yes”

“This is our updated price, kindly help to review and get back to me as soon as possible”

 

这个时候客人大段大段的文字输出来了,标点符号都没有的,可见客人有多激动,

还好我不是截图聊天记录,而是进行了一些分段整理的摘抄下来,否则正在看的人肯定一脸懵逼。

Your order was some misunderstanding between our companies especially that start production without any deposit.

You know, competitions in Poland are really hard and to win market we need provide very low prices to customer.

That’s why we are looking for new supplier and crazy price.

We already make this deal and take container of these goods with other supplier so right now we have lot goods.

What’s more we calculate prices for our customers according to their prices.

Also situation with our currency is so bad, after Trump won our currency lost around 9% to USD and every day situation is worst.

So it’s mean that will be impossible for us to make prices higher for customer. All this exchange change will “eat” almost all our margin.

But I have good news for you.

According to our business relations we don’t want leave you with this production alone as it cost you a lot (color boxes, master carton, storage, production) and in spite of our big stock we can take this goods from you.

Only our one ask is support us in this situation and update price according to our current one as I send you. Please try your best and we will solve it asp.

 

我得承认,我们的出发点和思考角度完全不一样啊,我还得去承认, 硬着头皮,去承认我们的错误。

“Hi, Lukas, it’s our bad to make the order in the wrong way, we will try to be more professional to do business next time, please give us one more chance to correct the mistake,

And I totally understand your hard situation there; I will consult with my boss once again to see what else we can do”

 

“Ok, Eva, try your best and then I will go to my boss, Chris” lukasz 说。

 

我把客人的回复翻译给老板,让老板再看看有没有利润可以榨出一点给客人,老板骂骂咧咧的又去改了"这么贪,没想到客人是这种人,一点利润也不给我们。

 

我那会儿肯定是面无表情。

 

过了不久,老板再一次把更新的价格给我。我发给客人,并表示确实是退让 的底线了,让他帮忙说点好话,结果客人一看,还是有三款的价格不满意,又让我改,然后重复的动作和会话又进行一次。

 

第四次改完之后,我也乏了。

“Hi,Lukas, the attached PI it’s the revised price once and for all, just want you know, different factory have different cost for production, we are quite big factory compare to some small family-run plant. The cost could be different due to the different process of production, labour, and raw material, Even if it is the same product.

 

“ I understand, but you what happen with our currency.” Lukas 说。

 

” we already did my utmost to help you out dear, please give me a hand, try to say something good in front of your boss, price it\s important, but quality count much more. 请求客人帮忙,开始打起感情牌了。

 

“Eva, I believe we can support each other and we will solve it ASAP”

“ I appreciate your hard effort for this” 我说

第二天,客人回我了,说还是不行,大老板坚持要另外那个供应商的价格,否则不做。

“my boss told me to make same price as other supplier, I explained you our situation. For you is better to make same price and ship the good then stay with this. Try to make one more offer then I will go to my boss and talk again.” lukas 因为不是最终决策者,他只能又过来求我,两个小人物的悲哀。

 

“I feel so helpless now. We won't waste your time if we can do, dear” 又是一波折磨

“Dear, we take 40+continer from china, and now would like to take next from you, are also hard for our small warehouse

Try your best and I will also try to help you” lukas 说,其实有时候,我也能理解他的无奈,谁愿意一天到晚的跟一个供应商邮件 和SKYPE聊天 反复只说一件事啊。

 

但是,凭女人的直觉,我感觉一切都是套路,客人chris早想好了招在这等我。

说不定大老板不直接面对我,可能就是想迂回面对我们的讨价还价,他心里面早已经笃定我们最终会妥协,所以很有自信的坐在旁边喝咖啡,看我和LUKASZ 在这边唇枪舌剑。

我挺泄气,赌气的说放弃了, 这游戏,小女子我不玩了。

“Never mind, I understand, thanks anyway,”

他似乎有点激动起来,“As we can got from other supplier, so please try once again, meet the same price, we will solve problem quickly, this is what I got from my boss.

 

“ But we shall cover the loss for you so much, your target price may leave us nothing, And my boss said CANNOT, he is not happy now, we prefer to give up” 我说得自暴自弃,把老板拿来当挡箭牌。

“So what you going to do with customized package” lukasz问我怎么处理那些订制的包装盒。

“Having no idea” 我真的是在破罐子破摔。

“Come on, Eva, is not my decision, I just told you what I got from my boss, It’s better to loss small amount than big amount” 客人开始劝我,小的折扣让步总比大损失好,想想将近三万个的包装盒要报废。

 

“ Lukas, we do have to meet each other half way, you know, show me some mercy here” 我打起精神,继续打字。

“So, what you will do now? I think it will be better to send the goods as we required” 客人问。

“Well, the product without LOGO, they are quite regular models which we still have chances to sell to others. Regarding to customized color box, we may return to printer and share cost half. I will tell printer what I think and see what his ideas are tomorrow. 我很认真的写下我的打算,说得跟真的似的。

“that’s just sad”

后面跟他们之间的对话 ,发生在星期五,11月18日凌晨十二点多,我没有让老板知道。

 

星期一,11月21日,老板问我客人同意没? 我说没有,他们挺精明的,说不定是故意诈我们,所以不用理会,晾他几天就好了。

 

老板若有所思的离开了……

 

星期二,11月22日,

老板在QQ上面说“ 客人还没回复吗?要不然就同意了这次,下次就给他不带包装,赶紧把这笔货出掉”

“好的,我知道了” 我说

像是意料之中的结局,其实我也有把握,再等几天,客人那边也是最终会妥协,毕竟现在各种成本都在上升,包装也特别难订到原材料,交期肯定是最大的问题,而我们最大的优势就是已经完成货物生产,客人若真急着要这批货,肯定会妥协我们后面的价格。

 

我打了一个电话给老板,问他怎么想的,得到确切答案,也就没胆继续玩下去了。

继续围绕价格周旋,肯定是冒险的行为,若是失败了,责任就在于我了,聪明如我,肯定知道怎么权衡。

 

呵呵,那些年,被老板们挖过的坑,已是罄竹难书。

 

待到下午四点钟,我算好了时间,主动和LUKAS聊天,

“ Hi,Lukas, let me know when you go online.”

“ hi,dear, how are you? Any solution?” 

“ we agree to take your suggestion, please advise the shipment as soon as possible”

“Ok, please send me updated PI, and we will ship it ASAP to support you.”

“Thanks, I will send out in a minute”

 

就此,事情算告一段落,虽然后面还是出了一点小插曲,比如客人安排验货,验货报告好几款failed, 整改,重新内部验货,提交报告~~~

再比如说,老板说 对方供应商的另外几款,我们也可以做到他那个价格,把这事告诉客人......

但我只想一笔带过,毕竟那只是回归到了我平常的工作常态而已。

待全部货款收齐,货物安全装柜,我再来这里报个喜。

外贸业务,从来就不容易,与你共勉。

2017年1月17日更新:

12月10日,工厂整改完毕,验货通过,客人同意我们订舱,说由于我们延误货期太长时间,麻烦先安排装柜等事宜,货款会在收到提单副本时付清。

12月16日,客人三家其他供应商的货送到我们工厂拼柜,我们帮忙卸货装柜,安排报关等事宜,出了不少插曲。

12月20日,按照合同的100%出货前结清,客人没有兑现承诺,一直没有正面回复什么时候付余款。

1月3日,我们付了货代FOB帐单,拿到正本提单。

1月15日,写了封催款邮件,告诉客人船务追踪信息,货物明天到港,麻烦安排尾款,以便我们及时寄出正本提单,不耽误你的提货。

              另外还在SKYPE写了点感受,从付款条件的更改开始谈起,告诉客人自己一直处于不安和焦虑当中。

1月16日晚,客人付尾款,历经两个月,在我坚持不懈的努力和十足的耐心之下,终于客人付款了。

期间我也有想过去银行征信调查一下客人的信誉,或者用一些激进的方法迫使客人付款,最终全部放弃了多个方案,选择了隔一周催一次,然后保持互动。

1月6日,我说服客人去CES和我们老板见面了,双方根本没有提及款项之事,只是谈了一些新品和后续合作的事宜。

我很认真的思前想后,想明白了我成为炮灰的整个过程,后续的跟进应该还是我负责,两个鸡蛋上跳舞,我的路,任重而道远。

感谢关注此事的你们,我会想办法去和老板谈一下,争取一下我在跟进这个客人订单的佣金。

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Eva姚

深漂Soho一枚,擅长以静制动,润物无声的业务模式 做手机周边和车载周边的产品。 二个品牌的合伙人

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