易单网

我们来看下面这个案例，Katherine在通话的过程中，抓住了各个阶段的重点：

第一通电话

【围绕订单成功闯关】

Operator:Hello!ThisisJYSK Canada.MayIhelpyou?

K:Hello,thisisKatherinefromHikariCompany. CouldyouconnectmetoMr.Green, please? (找到关键联系人，并告知来电主要内容，电话顺利转接。)

Operator:MayIaskthepurposeofyourcall?

K:IamcallingaboutanorderMr.Greenplacedyesterday.Wearrangedthistimetodaytotalkaboutthedetails.

Operator:OK,Iwillputyouthrough,amomentplease.

【询问价格循循善诱】

K:HelloMr.Green,IamKatherinefromHikariCompany, areyoufreefor3minutessothatwecantalkabouttheproductWB0021youplacedyesterday?(征求对方通话的可能性)               

B:Wellok,pleasegoon.

K:Thankyou.AndhaveyouevercheckedthepricelistIsenttoyou?

(并提及此次来电目的)

B:Yes,butthepriceismuchhigherthananyotherquotationsIhavegot.

K:Iamsurethisisafavorableprice. Youknow,whencomparingprices,onehastotakequalityintoaccount.AsifyourcompanyisoneoftheleadingdepartmentsinEuropemarket.(找到重点，并针对买家公司性质，推荐适合产品，打动客户，帮买家赚钱，才是供应商的职责所在)

B:Well,sowouldthatbepossibleforustotalkaboutsomediscount?

K:Asweallknow.Thatdependsontheorder.

【乘胜追击 寄送样品】

K:AndIthinkmaybethatwouldbebetterforyoutocheckoursampleatfirstandthenwecantalkaboutthat.(再次去电，咨询买家对样品的看法)

B:Thatsongsbetter,whenwillyoudeliveredthesample?

K:Assoonasyouneed,andofcourseweneedyourdetailconnectinformation.(认真聆听客户需求)

B:OK,IwillsendE-mailstoyouwiththatlater.

K:Thatissoniceofyou.Andisthereanythingyouneedustotakemorecareaboutatthesample?(追加问题，乘胜追击，促成订单)

B:Weneedthepackagingbemorenicelookingandpleasedonotbreakduringtheshipment.

K:Iwillmakethisforyou.YoucancallmeKathyifyoulike.(业务上的事情确定之后，可以通过更人性化的沟通，拉近双方心理距离)

B:Youcancallme Brooks,kiddo.

K:Thankyouverymuchforyoutime,Brooks.

B:Youarewelcome,bye!

K:Seeyou.

第二通电话

【开门见山完成订单】

AftercheckingfromoperatorBrookshasgotthesample.

K:Areyousatisfiedwithoursamples?（再次去电，建议开门见山，关于去电时需要确定的几个问题，建议大家可以先制作表格，把所有问题列出来，条理清晰）

B:Itisokay,butwestillneedtoprintourlogoonthecover,canyoudothatforme?

K:Noproblem.

B:That'sgood,doesthiscountedintotheprice?

K:Wecandoitforyouforfreethistimeasourlongtimebusinessrelationship.

B:That'sverynice.

K:Bytheway.Howmuchareyougoingtoorder?

B:12,000sets.

K:Howsoondoyouwantthegoodsdelivered?

B:LateOct.

K:Andwherearewegoingtoship?

B:Vancouver,wewouldliketosetintoourstoresfirst.

K:Noproblem.NowwecanofferyouUSD5.00/pcCIFVancouverbySea.

B:Thatsoundsgood.

K:Howaboutthepayment?

B:OurCompanycanonlyacceptL/C.

K:DearBrooks,asweallknow,itisthefirsttimewemakebusiness,andastheleadingcompanyinEuropewebelieveinbutasaSino-Japaneseourusualwaytomakebusinessisdifferent,sowouldthatbepossibleforyoutoleave30%moneybeforetheorder?WecanacceptalltherestbyL/C.

B:Kathy,thatwouldnothappenIthink.

K:Maybeyoucantakealooklikethis.Wearegoingtoleaveyou100setsnews-typeproductsinthisorderforfree,thatwouldhelpyoutomakeanewsearchforyourcustomers.AndwecanalsotakethedeliverytimeintothemiddleofOct,sothatyoucanstepintothemarketbeforeothers.Isthatokforyou?（订单中，适当的让步和优惠，可以提升买家的体验，对促成订单，大有裨益）

B:Thatisreallynice.Okay, I willarrangethepayment.

K:Isthereanythingyouneedmetodoonthecontract?Orcanwesignitnow?

B:Ihavenoquestions,pleasefaxtomewithsignature.

K:Iwilldoitnow.Pleasefeelfreetocallmeifyouhaveanyotherneeds, OK?

B:Noproblem.