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本帖最后由 kitty0925 于 2019-11-1 11:13 编辑
跟进客户似乎是亘古不变的话题，但是有方法有节奏的跟进，才会获得事半功倍的结果！快跟着我们的节奏一起来吧！Following up with customers seems to be an everlasting topic, but the reasonal and rythmic tracking will get twice the result with half the effort! Come along with me to have a look!
客户类型分类Customer types classification
第一种：下单客户（B2B平台、网站、开发信、RFQ）The first: customer with order (B2B platform, Website, development letter, RFQ)
第二种：强烈购买意向客户（主要来自B2B询盘和网站留言）The second: customer with strong intention to purchase (mainly from the B2B inquiry and Web site message)
第三种：意向客户（B2B、网站、开发信的一个自我整理归类）The third: intention customers (B2B, website, development letter of a self-collation)
第四种：潜在客户（主要来自开发信）The fourth: potential customers (mainly from the development letters)
如何进行跟进How to follow up
第一种：每3天至少一次跟进，发新产品推广，邮件问候，询问产品使用情况，主动询问客户提供帮助；The first: at least once every 3 days, release the promotion of new products, e-mail greeting, ask about condition of the products, take the initiative to ask customers to offer help.
第二种：在一开始，必须一天跟进一次，保证客户一直记得你，不会跑单；The second: At the beginning, you must follow up once a day to ensure that customers will always remember you and you won't lost the orders.
第三种：这种客户应该保持一直联系，更新产品，更新报价，更新图片，产品升级，有什么新鲜事都告诉客户，客户一直记得你，有订单了，他还是记得你，从而增加了下单的可能性；Third: You should keep in touch with this kind of customers and update the products, price, pictures and upgrades. Tell the customer whatever is new there so that he will always remember you. When there are already orders, he still remembers you, thus increasing the possibility of the next order.
第四种：潜在客户，发产品开发信的时候一定不要忘记发给他Fourth: potential customers, never forget him when sending development letter.
三种比较纠结的情况Three kinds of tangled situations
第一种：询价客户，我们发完报价后，就直接没收到回复。The first: inquire customer. After we send a quote, there is no reply.
第二种：给他做完PI的客户，我们发完PI后，PI沉邮海。The second: After the PI is made for the customer and sent but it sanks in the sea of post.
第三种：正常来往邮件交流着的客户突然“蒸发”。The third: the normal customers contacted through mails suddenly "evaporated."
第一种情况解决方案 Solution for the first case:
1.邮件内容不能太多，注意称呼，礼貌问题；回完询盘后，再单独发一封邮件问一下客户是否收到你的前一封关于报价的邮件。The contents of the message cannot be too much. Pay attention to salutation and polite questions. After replying the inquiry, send a separate message to ask whether the previous quote has been received.
2.深入挖掘细节需求信息，试着揣摩客户的想法；经常进入客户的公司网站去了解客户非常重要，知己知彼，百战不殆。同步搜索关注外贸充电站，与十万外贸人一起共同成长。Dig deeper for details of demand information. Try to figure out the customer's idea; frequently entering the customer's company website to know the customer is very important. Know the enermies like yourself.
3.邮件太过平淡和模板化，我们需增加细节，邮件结束试着提出一到两个客户可能感兴趣愿意回复你邮件的问题。When the message is too plain and templatized, we need to increase some details. At the end of the message, propose one or two questions that the customers may be interested to reply.
第二种情况解决方案 Solution to the second situation：
1.从性价比来吸引客户，也许他还是不回复，但是他还是属于有需求的客户，我们只能采取时不时跟进状态。Attract the customers with cost-effective. Perhaps he still won't reply, but he belongs to customers in need, so we can only follow up from time to time.
2.可能客户自己那边谈单失败或者工程延期导致需求改变或取消，这种情况采取时不时跟进状态。同步搜索关注外贸充电站，与十万外贸人一起共同成长。The customer may has failed his order negotion or the project is delayed and therefore has to be changed or canceled. Take the same measure.
第三种情况解决方案 The third situation solution:
该类客户多半属于嫌价格高，喜欢讨价还价的客户，或者进口商、承包商、分销商等，都是属于长期跟进客户，需要有耐心，可以采取多种方法进行开发。同步搜索关注外贸充电站，与十万外贸人一起共同成长。Most of them are not satisfied with the high price and they tend to bargain. They can be importers, contractors, distributors etc., who are long-term follow-up customers that need our patience. You can take a variety of methods to develop.
如果客户说价格太贵,“三步”就能搞定他！Too expensive? Three steps to get him!
Step1：别人买得，你买不得？Others can buy, why can't you?
给客户发其他客户来访照片，客户反馈，网站客户反馈，工程案例的链接等，直接告诉客户，我们来自很多国家的客户买我们的产品也是在这个价格。要说的比较委婉，语气不能生硬，要让客户感觉该产品值得一试。同步搜索关注外贸充电站，与十万外贸人一起共同成长。Send visiting photos of other customers as well feedback in reality and online, links to project etc., to tell customers, customers from many other countries buy your products at this price. To say more tactfully and your tone can't be blunt but let the customer feel that the product is worth a try.
Step2：将产品拆分介绍，生动形象细节化Split product introduction, make it vivid in details
1.展示产品认证Display product certification
2.介绍产品细节，再次展示过硬的质量Introduce the product details, once again show excellent quality
3.告诉客户质保问题（3年或者5年）Tell customers warranty (3 years or 5 years)
4.必要时可以附带着对应产品规格书When necessary, the corresponding product specifications can be sent accompany
Step3：趁热打铁，进行价格正反两面的分析。Strike while the iron is hot, give the pros and cons analysis of the price.
正面：我们的价格是建立在好的质量上的，一分价钱一分货。Positive: Our price is based on good quality, a sub-price goods.
反面：当然，你要的那个价格我们可以给你，甚至可以更低，但是质保可能变为一年甚至半年，你愿意不？我觉得这样不可能获得双赢的。Negative: Of course, if you want the price, we can give you, or even lower, but the warranty may become one year or even six months, is it ok? I think this cannot be a win-win situation. |
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发表于 2019-11-1 11:07:27