邮件沟通看出你是一个什么样的人
1. 必要的礼节话语不能少 Thanks for you email/reply../ please could you... ? Would you be so kind to ..? / It would be agreat (better)if you could..? / I would be grateful for..? 把please提到句首,放在最后,在最后一种命令的口吻。
2. 关于XX的讨论,要有过度的句子,比如 regarding XXX / about XXX you point out before 灵活使用连词
并列关系: also / in addition to / what's more / as well / Furthermore / Moreover / As well as / Apart from / besides
因果关系: Therefore / so / as a result / consequently / due to / owing to / Since / As
排序: Firstly , secondly, thirdly... finally / last but not the least (最后且很重要)
总结: In short / in brief / in summary / in conclusion / to summarize (冰大提醒:不要用 as my understanding is 此句有质疑客户的意味,不礼貌)
参考参照: According to / with reference to / with regarding to
回复请求: As you requested / in answer to
3. 一些常用句式
开头语:Hello Mr. John Smith / Hi John (hi后面一般不加全名) / Dear Friend / To Whom it my concern,Hi Guys (这3种少用)开头语最好能附上收件人的姓名,如果不知道,可以用 Dear + Job title / To XXX,... / Hey XXX company 所以cold call 很重要,不要给自己压力觉得打一通电话,客户就会发询盘甚至下单。降低一点cold call的目的是搞清楚联系人和邮箱。这样开发信就知道应该发给谁了
结束语: Please do not hesitate to contact me if i can be of further assistance / if you would like any more information,please do not hesitate to contact me / Should you have an yquestion,please feel free to let me know./ We'll be very pleased to send our best offer based on your detailed inquiry.(此句适合当收到客户的第一封邮件且要求不明的情况下使用)
某人让我联系您:Your name was given to me by ... / I have been advised by XXX to contact you regarding shipment arrangement / Your colleague, Emma Green, suggested that i write to yo uconcerning supplier application.
您可以已知道:As you may already know / As you may already have heard,the Chinese goverment just issued a new regulation / Regarding
解释/弄清: I am writing to explain / We would like to clarify certain points regarding.../ Could you help us to clarify whether it is for medical or non-medical use? 之前口罩询价常用到 / Could you let us know your ideas on..?
随附: Please find enclosed ... / Enclosed please find... / Enclosed is a ... / I'm enclosing the...
紧急求复: As this matter is now urgent,we would appreciate a prompt reply,thank you! / As it is urgent,we look forward to hearing from you at your earliest convenience / Due to the urgence of situation,i would apprecited receiving your advice as soon as possible
提出请求: I would be grateful if you could share with me some idea or comments for .../ I would appreciate further information on / I would be grateful if you could send me any picture/photo to get a clear idea? We wonder if you could send us a copy of required document for reference.
感谢:Thank you for your email / Thank you for your advice regarding.. ./ I would be grateful for your advice concerning .. / I'm writing to thank you for your assistance. / I appreciate for your effort / Your kindly reply will be highly appreciated! / Thank you very much for the file you sent me,it's exactly what we need for check. (少用Thanks 多用Thank you!)
通知: Please be advised that / We are writing to advise (inform) you that..
问候语: Hello John, Hope this email finds you well. / Goodday!/ I hope you are doing well. / I hope your everything is going well / I'm reaching out about... / Congrats on.. (比如对方升值/对方国家取得比赛胜利 / 对方国家疫苗研究成功.../ I am sorry to disturb you (少用,负面不积极的感觉)
4. 附件名 用中横线 XXXcompany-presentation
5. 保持中立,减少冲突词:
将负面词换成正面词.例句: The production is slow so we have difficulty delivering on time -改为- The production is not very fast so we might have difficulty delivering on time.
把problem 改为issue/matter 比如: Due to the shortage of raw material,we may have wait up to one week for delivery.however,we'll speed up production to fix this issue.
改变句子的主体焦点: 把you 改为there / we 比如:you might misunderstood that 改为 There seems to be a misunderstanding that...
6.保持和客户相近的行文习惯:例如
相同的频率:客户主动,你主动。客户直接,你不要花太多篇幅寒暄和暖场
注意客户性格:客户仔细严谨,你的回复不能随意,用词不要太口语话;客户注意细节,你更要放大细节;客户注意全局,你要兼顾全局;
照顾客户习惯:用客户喜欢的表达方式/注意客户的用词,也可以适当的泳用/如果客户英文不好,尽量把邮件写的简单明了
7. 邮件中文字加粗需要注意:适度原则,加粗的点是关乎客户利益的点,而不要强加压力给客户。比如:
Due to the busy season,we suggest you consider placing more orders in advance.so you will have more goods in hands for the upcoming peak demand.
改为: To ensure that you have more goods in hands for the upcoming peak demand,we suggest you consider placing more orders in advance
8. 邮件中有附件。第一封邮件避免有附件,因为被当作垃圾邮件的几率比较大。提醒客户邮件中有附件/多附件:
Please find the attached: shipping documents
Please find the following documents in the attachment: Declaration of conformity / Technical datesheet...
9. 适当修改邮件标题: 不同沟通阶段用不同的标题,比如开发阶段的邮件标题目的是为了点开,订单阶段的邮件标题是为了让客户迅速知道谈论的项目和内容
10. 英语谚语要学,但不要用在邮件中。客户不喜欢老生常谈的调调
11. 避免全文大写的邮件
12.
13. 别忘记了你的附件。如果忘记了,可以在下一封邮件中附上,也不要太把这个当作一个错误。用轻松的语调来化解这个尴尬比如:Oops! my apologies,here is the attachment / Sorry! i forgot to attach the file in my last email.如果附件发错了: I am sorry,but i attached the wrong file in my last email,here is the correct one. i hope this hasn't caused you any incovenience./ Oh my mistake, i don't know somehow i attached the wrong file,here is the right one.
1.别跟客户争论价格: 目标价在谈论中提到的越多,锚定效应产生的影响就越大,越不利于成单。 有时候客户扔出的价格只是一个压价的工具,买卖不成仁义在,这个时候你去反驳客户,是百害而无益的。
2.忘记揣摩细节: 细节藏在客户邮件的字里行间,比如从发件时间推测职位身份:如果一个客户在周末或休息时间回复邮件,通常其职位身份为管理层甚至是老板,这个时候也许他们公司规模不大,人员不多。可以通过背景调查来验证对方公司性质。
比如Is it possible to accept 50Kpcs? 语气底气不足,说明客户自己也觉得50Kpcs的数量有点少,不确定你是否可以接受。这时就算能够接受,回答的也不要太直接,首先说明这个数量低于MOQ或者什么的,但是为了达成合作可以接受,再提出条件:比如预付全款等等。I am not sure... How do you think?客户在问你的想法,正是提现专业性的时候了,回答要专业且肯定。让客户完全信任你。 Please confirm price for 500,000pcs.简洁明了,此时应该快速提供准确的报价。
3.没有表现欲:你是人不是机器,要有意识的从邮件中塑造自己的形象,比如汪晟老师最喜欢说的句子,It is 00:09 am here,i am wrinting this email to you... 用词细心,积极,礼貌,有合作精神,专业,麻利干脆。
4.说的太多,过犹不及:你比客户专业时,要适时地进行推荐和引导,如果一味的用专业细节的提问来展示专业度,客户会产生顾虑和疑惑,反而失去订单。
5.准备替代方案: 商业的本质是交货,当遇到谈判僵局的时候,可以通过变通的替代方案来创造交换的条件,比如延长质保期,减少最低起订量,赔偿条件,价格有效期,包装方式调整,付款方式,独家销售,交货时间等等。
6.错误的估算了议价区间:A客户能接受的价格,B客户不一定能接受;A客户不能接受的价格,B客户未必不能接受。即使在同一地区同一产品,不同的商业模式和销售渠道,采购价都会相差很多。因此前期的客户调查非常重要。有些客户,你可能只有一次报价机会,错过了,就没有了
7.太善解人意,反而不能更进一步:面对客户的托词 I'll consider all your conditions,if any news,i will let you know thanks! 不要只回答Thanks,那样就没有下文了。以下金句,用来让不回复的客户开口有奇效。
Could you share with me what is preventing you from move forward with me?
Could advise me if there is anythign unclear to make a decision like a trial order?
Which aspect do you think we can improve for you to close an order?