詢盤分析與回復46

1、 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有阿里學院 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有2課程大綱課程大綱一、詢盤的來源一、詢盤的來源二、詢盤的分析二、詢盤的分析三、詢盤的回復三、詢盤的回復四、詢盤的跟進四、詢盤的跟進 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有3什么是詢盤詢盤從哪里來詢盤以什么方式來課程導入課程導入 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有4一、詢盤的來源一、詢

2、盤的來源 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有5詢盤的來詢盤的來源（種源（種SourceSource）主要來源 展會 以阿里巴巴為代表的電子商務平臺其他來源 搜索引擎 國外其他B2B平臺 國外黃頁 朋友介紹 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有6 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有7 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有8 1999-2009 Alibaba Al

3、l Rights Reserved.阿里巴巴 版權(quán)所有9優(yōu)劣勢分析優(yōu)劣勢分析展會直觀面對面時間季節(jié)限制費用較高面對面B2B費用有限X4小時客戶集中針對性強 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有10其他渠道其他渠道 搜索引擎、免費B2B平臺優(yōu)點：數(shù)量巨大缺點：不確定因素多、大海撈針 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有11詢盤如何變成訂單詢盤如何變成訂單回復篩選報價 跟進定單 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有122 So

4、urces6Types5 Aspects4 Reply3Keep in TouchSTART START 你的訂單你的訂單 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有13二、詢盤的分析 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有14詢盤的分析詢盤的分析發(fā)送動發(fā)送動機與類機與類型型發(fā)送方式發(fā)送方式內(nèi)容形式內(nèi)容形式分析方式分析方式種發(fā)送動機類型（Type）5 種分析的角度(Aspects) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有15客戶為什

5、么發(fā)詢客戶為什么發(fā)詢盤盤(6(6種種Type)Type) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有161 1、有意采購型、有意采購型正在尋找你所提供的產(chǎn)品（或者類似）特點：目標明確：品名具體/單一、要貨數(shù)量、交貨條款。信息全面：公司名稱，地址，郵件，電話，傳真，網(wǎng)站聯(lián)系人。詢問專業(yè)：問題詳細，郵件簡明扼要。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有172 2、潛在客戶型、潛在客戶型有經(jīng)營經(jīng)驗，但對你的產(chǎn)品還不夠了解。有的是新手有許多具體問題還需解決特點：A. 一般信息比較全面（有公司名稱

6、，地址，電話，傳真，聯(lián)系人/有誠意）B. 從問題的專業(yè)度評估，可以對其做出判斷，這類客戶是你的潛在客戶 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有183 3、無明確目標型、無明確目標型通過一些貿(mào)易平臺轉(zhuǎn)來的查詢特點：查詢品種繁多目標不明確一般一開口就是price list 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有194 4、信息收集型、信息收集型有些客戶可能也是剛剛計入一個新的領(lǐng)域，他們需要了解市場，了解產(chǎn)品，得到更多同行的信息。所以會給一些供應商發(fā)送詢盤。特點： 十分專業(yè)，數(shù)次溝通后他們

7、就會匯來購樣品款。但永遠不會成為你的客戶，相反有可能成為你的競爭對手。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有205 5、索要樣品型、索要樣品型多是印度、中東、非洲地區(qū)的客戶索要免費樣品特點： 對產(chǎn)品質(zhì)量、價格不太關(guān)心。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有216 6、競爭對手型、競爭對手型有備而來，竊取情報特點： 裝扮成外國客戶來刺探你的價格，交易條款等信息，詢盤專業(yè)，很難分辨。 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有22客

8、戶怎么樣發(fā)詢客戶怎么樣發(fā)詢盤盤 電子郵件電子郵件 傳真?zhèn)髡?聊天工具聊天工具 電話電話 郵寄郵寄 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有23詢盤中有些什么詢盤中有些什么 五種常見詢盤類型 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有24案例一案例一The buyer is interested in your below Products: The buyer is interested in your below Products: BOYS PANTS STYLE NO. 1422BO

9、YS PANTS STYLE NO. 1422=Subject: I want to buy the product you are selling in .=Dear Sir,Dear Sir, Please Send me the Please Send me the price listprice list. .=Senders Contact InformationSenders Contact Information=Contact person : Contact person : MrMr Amir Butt Amir Butt Country/Territory : Pakis

10、tan Country/Territory : Pakistan Business Business Email: stylo_Email: stylo_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有25案例二案例二The buyer is interested in your below Products: The buyer is interested in your below Products: BOYS PANTS STYLE NO. 1422BOYS PANTS STYLE NO. 1422=Subject: Business re

11、lationshipSubject: Business relationship=Dear Sir,Dear Sir, I just saw your Products online and I am Very Much interested in it. I just saw your Products online and I am Very Much interested in it. So I will like to do business with you over there, please send me PI So I will like to do business wit

12、h you over there, please send me PI for 1X20FCL order.for 1X20FCL order. Hope to hear from you soonest. Hope to hear from you soonest.Best Best RegardsRegards! !Mr. Mr. ChuksChuks OforOfor. .=Senders Senders Contact Contact InformationInformation=Contact person : Contact person : MrMr ChuksChuks Ofo

13、rOfor Company : Company : ChumasonChumason Plaza PlazaAddress : 5 Address : 5 AraromiAraromi Street Street OrileOrile IganmuIganmuCountry/Territory : Nigeria Country/Territory : Nigeria Business Email: chumason_Business Email: chumason_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有26案例三案例三The buye

14、r is interested in your below Products: The buyer is interested in your below Products: GIRLS SKIRTGIRLS SKIRT=Subject: Business relationshipSubject: Business relationship=Dear Amy,Dear Amy,We are Import / Export Company dealing in sales of Childrens We are Import / Export Company dealing in sales o

15、f Childrens Wear exclusively in Wear exclusively in WEST AFRICA WEST AFRICA Countries (TOGO, BENIN, Countries (TOGO, BENIN, BURKINA FASO, MALI, etc.). BURKINA FASO, MALI, etc.). We are very interested by the distribution of your products in We are very interested by the distribution of your products

16、 in under African Western area. We began the studies for the under African Western area. We began the studies for the information concerning the conditions of marketing of your information concerning the conditions of marketing of your products, complete products, complete rangrang 1999-2009 Alibaba

17、 All Rights Reserved.阿里巴巴 版權(quán)所有27To start the marketing, we will appreciate to receive very To start the marketing, we will appreciate to receive very quickly quickly the general price list for the products very urgently the general price list for the products very urgently by by E-mail : E-mail : ed

18、imamelclub-internet.fredimamelclub-internet.fr or or edimamelfree.fredimamelfree.fr or by fax : 33 1 69 90 30 43 attention Mr EDORH J.or by fax : 33 1 69 90 30 43 attention Mr EDORH J.L Lookingooking forward to your esteemed co-operation and thanking forward to your esteemed co-operation and thankin

19、g you in anticipation. you in anticipation. BEST RGDS BEST RGDS Mr. EDORH J. , Mr. EDORH J. , G.ManagerG.Manager. . Head Head office : B.P.: 12754 office : B.P.: 12754 LomLom -TOGO ; -TOGO ; Tel : (228) 221 60 58 ; Fax : (228) 2216058 Tel : (228) 221 60 58 ; Fax : (228) 2216058 01 BP 2142 BOBO DIOUL

20、ASSO BURKINA-FASO 01 BP 2142 BOBO DIOULASSO BURKINA-FASO TlTl./Fax : 226 20970595./Fax : 226 20970595 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有28案例四案例四Subject: Inquiry about Subject: Inquiry about BarbiesBarbies Collection Girls Wear. Collection Girls Wear.Dear Amy,Dear Amy,we are the importer

21、s and manufacturer of various Childrens Wear in we are the importers and manufacturer of various Childrens Wear in India. I am looking for the India. I am looking for the BarbiesBarbies Collection to be supplied in India Collection to be supplied in India on a regular basis. on a regular basis. We W

22、e are looking for Skirts and long pants. Kindly reply on an urgent are looking for Skirts and long pants. Kindly reply on an urgent basis.basis.Senders Contact InformationSenders Contact InformationContact Contact Name:MrName:Mr nareshnaresh shuklashukla Company: Company: i i-care-careCountry/Territ

23、ory: IndiaCountry/Territory: IndiaBusiness Business Email:naresh.shuklai-Email:naresh.shuklai-Telephone:91-11-30825970Telephone:91-11-30825970 Fax: 91-11-308259751 Fax: 91-11-308259751 Web:www.i-Web:www.i- 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有29案例五案例五Subject: Inquiry about Spiderman series

24、 WearSubject: Inquiry about Spiderman series WearDear Sir, We are Dear Sir, We are ArrabonArrabon, a trading company in Cyprus. We are , a trading company in Cyprus. We are interested in your products and we want to make business relation with interested in your products and we want to make business

25、 relation with you. you. PlsPls send us your rock bottom prices C&F send us your rock bottom prices C&F LimassolLimassol for all for all references of Boys references of Boys T-shirt. T-shirt. PlsPls mention the fabric.mention the fabric. REGARDS REGARDS FanieFanie Muller Muller ArrabonArrab

26、on Trading Trading Unit 9, Central Office Park, 257 Jean Ave, CenturionUnit 9, Central Office Park, 257 Jean Ave, CenturionTel: Tel: +357 27 +357 27 664 0587 664 0587 Mobile: Mobile: +357 27 +357 27 112 112 Fax: Fax: +357 27 664 0586+357 27 664 0586e-Mail: e-Mail: fmullerarrabon.bi

27、z Website: Website: 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有30詢盤如何分析與判詢盤如何分析與判斷（斷（5 Aspects5 Aspects）有無實質(zhì)內(nèi)容買家IP地址聯(lián)系方式是否詳盡買家是否使用電子商務買家使用的郵箱 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有31有無實質(zhì)內(nèi)容有無實質(zhì)內(nèi)容 詢盤內(nèi)容是否明確具體 數(shù)量 顏色 規(guī)格 交貨時間 包裝 付款方式 貿(mào)易條件 1999-2009 Alibaba All

28、Rights Reserved.阿里巴巴 版權(quán)所有32買家買家IPIP地址地址SenderIP Address:121.0.23.*SenderIP Location: unknown 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有33買家聯(lián)系方式買家聯(lián)系方式 聯(lián)系方式是否詳盡 公司名稱 電話 傳真 地址 聯(lián)系人 職務 公司網(wǎng)址 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有34買家是否使用電子商務買家是否使用電子商務其主要經(jīng)營范圍上下游產(chǎn)品有無網(wǎng)站 1999-2009 Alibaba All Ri

29、ghts Reserved.阿里巴巴 版權(quán)所有35買家的郵箱買家的郵箱 企業(yè)郵箱 naresh.shuklai- 免費郵箱 stylo_ 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有36詢盤分析小結(jié)詢盤分析小結(jié)按急切程度、專業(yè)程度做重點區(qū)分目標區(qū)域的客戶誠意買家 、專業(yè)買家 盡可能多的掌握買家情況 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有37練習練習分析以下詢分析以下詢盤盤 Subject : Inquiry for Boys Wear We are trading company and

30、wholesaler of Childrens Wear in Australia, we want to import your Bobs Collection Boys Wear urgently, 106.248, 106.249, 106.250 and so on. Please give me your best price list based on CFR Melbourne. Sample order quantity, Payment terms, Delivery term and so on.Johnson 1999-2009 Alibaba All Rights Re

31、served.阿里巴巴 版權(quán)所有練習練習Dear sirs, Good Day! I would like introduce my company ABC, S.A. We are a leader involved in promotional market, stablished since 1987, located at Madrid - Spain. I contact you because I am interested inmp3,forto introduceit in our projects.Also, you could suggest us others model

32、s which do you think are workable for promotions.Therefore, I would like you quote meyour best USD FOB prices, for5k, 10k, 15KPls specify theFOB price, shipping port, complete packing and delivery. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有39At the same time, pls specify that the price is inclu

33、ding theCE certificate and please add all the specifications,and add a good quality photo with the quotation and the complete unit description.Ill hihglly appreciated if you let me know yr replay upon receive off this e-mail.RegardsJulia PeronaPurchasing DepartmentC/ Puerto de Santa Mara, 42 442804

34、Madrid (Spain)Tel.: +34 91 721 81 70Tel Dir.: +34 91 721 81 74Fax: +34 91 390 45 51EMAIL： 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有40 三、詢盤的回復 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有41心態(tài)準備報價準備溝通準備回復模板詢盤詢盤回復回復(4(4種種Reply)Reply) 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有42心態(tài)調(diào)整的準備心態(tài)調(diào)整

35、的準備長期接不到單很多回復沒有回音各種古怪問題 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有43報價資料的準備報價資料的準備 產(chǎn)品的信息資料 英文描述 價格 包裝 交貨期 樣品冊 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有44溝通的準備溝通的準備 硬件 國際長途 傳真 EMAIL 在聊天工具 軟件 對方國家的風俗習慣、語言習慣 公司人員準確的聯(lián)系方式 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有45詢盤回復該怎么做詢盤回復該怎么做 郵箱設(shè)置好了

36、嗎 發(fā)件人是怎么寫的名字公司名Tom Lee Alibaba 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有46郵件格式（一）郵件格式（一） 主題 吸引眼球，引起客戶注意 必要時可嘗試使用客戶語言 體現(xiàn)正文中心思想 必要時更換客戶來函標題 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有47郵件格式（二）郵件格式（二） 稱呼對方Dear SirsVSDear Mr. Smith 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有48郵件格式（三）郵件格式（三

37、） 開頭 感謝 Thanks for your enquiry on xxx products Dated Jul. 20, 2009 via A 公司簡介 產(chǎn)品介紹或報價 結(jié)尾 期待 Thanks for your kind attention. Your earliest reply will be highly appreciated./We are urgently waiting for your early reply. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有49郵件格式（四）郵件格式（四） 簽名 完整 保證客戶隨時可以聯(lián)系到

38、你 姓名、職務 電話、傳真 公司名稱、地址 電子郵箱 公司網(wǎng)址 MSN ，SKYPE. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有50回復模版回復模版 建立回復模版，提高回復效率 注意事項 文字與圖片的結(jié)合 圖片：JPG格式，100K左右 適當個性化 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有51重點詢盤回復案例重點詢盤回復案例Subject : quotations for Boys T-shirtDear Mr Johnson, We are pleased to receive you

39、r inquiry of August 2nd via . As a professional manufacturer of Childrens Wear, we are pleased to know you are interested in our products. Our company, was established in 1992, specializing in manufacturing kinds of Garments and accessories. They are all of good quality and competing well in the wor

40、ld market. Here we would like to quote the products as follows : Item No: 106.248 Price: USD 4.-/PC CFR MELBOURNE MOQ:500 PCS Delivery time: within 20 days 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有52The more details can be found in attachment. As we are receiving orders day to day and our pres

41、ent stocks are nearly exhausted, we would advise you to place an order as soon as possible if prompt deliveries are required. We are looking forward to your initial order. Thanks and best regards,Yours faithfully,Amy Liu, sales managerABC Garments & Accessories Co., LTel:88888888Fax:77777777Web:

42、 MSN: SKYPE: amyliu重點詢盤回復案例重點詢盤回復案例( (續(xù)）續(xù)） 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有53一般詢盤回復案例一般詢盤回復案例Dear Mr. Smith, Thanks for your inquiry from A. Since we have many products in different series, please tell us which series/product you are interested in. We would quote according to your sel

43、ection. Anyway, We would like to take this opportunity to introduce our company and products, with the hope that we may work with Bright Ideas Imports in the future. We are a manufacturer specializing in the Childrens Garments and Accessories. We have enclosed our catalog, which introduces our compa

44、ny in detail and covers the main products we supply at present. You may also visit our online company introduction at http:/ which includes our latest product line. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有54一般詢盤回復案例一般詢盤回復案例( (續(xù)續(xù)) ) Should any of these items be of interest to you, please let u

45、s know. We will be happy to give you a quotation upon receipt of your detailed requirements. We are looking forward to your prompt reply. Sincerely.Amy Liu, sales managerABC Garments & Accessories Co., LTel:88888888 Fax:77777777 Web: MSN: SKYPE: amyliu 1999-2009 Alibaba All Rights Reserved.阿里巴巴

46、版權(quán)所有55專業(yè)完整的詢盤回復專業(yè)完整的詢盤回復 明確、簡明、扼要的標題 翔實的內(nèi)容 完整的聯(lián)絡(luò)方式 附件的使用 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有56詢盤回復的要點詢盤回復的要點 及時回復 原則是24小時內(nèi)一定回復，回復內(nèi)容不一定很完整，但是時間很重要 沒有買家敢把單交給對產(chǎn)品和外貿(mào)都不熟悉的供應商手上 以什么樣的身份給客戶報價，決定了今后價格洽談的空間 多為買家考慮，能為對方提供什么樣的服務 專業(yè)知識 站對位置 換位思考 語言簡潔 避免長篇大論 1999-2009 Alibaba All Rights Reserved.阿里巴巴

47、版權(quán)所有57詢盤回復小結(jié)詢盤回復小結(jié)第一時間回復第一時間回復回復體現(xiàn)專業(yè)性回復體現(xiàn)專業(yè)性有問必復，言出必踐有問必復，言出必踐注重溝通技巧注重溝通技巧盡可能多的掌握買家情況盡可能多的掌握買家情況 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有58練習練習 請嘗試回復以下詢盤 Subject : I want to buy the product you are selling on A Dear Sales Manager,Having obtain your address from . We are writing to ask if you

48、could send your current wholesale catalogue and price-list. We are interested in Girls Wears. I hope to be your agent in Italy. I look forward to hearing from you .Yours faithfully,Sponta Alantino 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有59 四、詢盤的跟進 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)

49、所有60詢盤的跟詢盤的跟進進（3 KEEP IN TOUCH)3 KEEP IN TOUCH)客戶種類已成交客戶未成交客戶從未回復客戶 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有61已成交客戶已成交客戶 跟進重點 催款 備貨情況及時溝通 發(fā)貨后的及時通報船務信息 后期跟蹤到貨情況 催促客戶翻單 其他產(chǎn)品的推介 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有62案例案例Dear Mr Field,Due to rising price in the world-wide Garments mark

50、et, from October 1, price for our products will increase by 10%. Since you are a valued customer of long standing, we wish to give you the opportunity to beat the price increase by ordering now at the current prices. In addition, we are willing to give you a discount of 5% on all orders of more than US$ 30,000. We believe that you will see the advantages of this arrangement, which will save you at least 15% on Childrens Wear purchases in the coming months. We look forward to your early reply. 1999-2009 Alibaba All Rights Reserved.阿里巴巴 版權(quán)所有63未成交客戶未成交客戶 跟進重點