1、外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 1 目录 第一天 前期联络 . 4 1.邀请客户见面 . 4 2.讨论时间地点 . 4 3.取消本次见面 . 5 4.见面后的跟进 . 5 5.展会后的联络 . 6 6.开发潜在客户 . 7 7.介绍自己优势 . 7 8.突出专业素养 . 8 第二天 商务往来 . 9 Part 1 询盘处理 . 9 9.回复新客户的询盘 . 9 10.回复有针对性的询盘 10 11.回复语焉不详的询盘 11 12.跟进老客户的询价 .11 13.给客户推荐新产品 .12 14.回答客户的各种问题 13 Part2 如何报价 14 1
2、5.快速准确的报价 .14 16.详细专业的报价 .14 17.回复客户的砍价 .15 18.多轮价格谈判 .16 19.最终确定价格 .16 Part 3 细节处理 . 17 20.给客户准备样品 . 17 21.向客户询问到付账号 18 22.请客户支付样品费 .18 23.询问样品是否满意 .19 24.讨论包装问题 .19 25.讨论 颜色问题 . 20 26.确认设计稿 .21 27.了解客户的其他需求 21 第三天 订单操作 .22 Part1 订单确认 22 28.收到客户订单 .22 29.付款方式谈判 .23 30.跟客户交涉修改条款 23 31.收到最终订单 .24 32.
3、给客户形式发票 . 25 Part2 产前准备 25 33.准备产前样 . 25 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 2 34.下单给供应商 . 26 35.紧急修改包装 . 26 36.重新制作订单 . 27 37.重新制作形式发票 . 27 38.重新准备样品 .28 Part3 生产装运 28 39.告示客户生产情况 .28 40.申请第三方验厂 .29 41.申请第三方验厂 .30 42.验货未通过 .30 43.整改后申请重验 .31 44.讨论装运细节 .31 45.告知客人装运和预计到港时间 32 第四天 收款问题 .32 46.提交单据
4、并向客户催款 32 47.收到客户付款通知 .33 48.请客户提供银行款水单 33 49.发现付款错误跟客户重新讨论 34 50.告知客户货款已收到 35 51.请客户更改信用证 .35 52.请客户接受信用证不符点 36 53.讨论新订单的付款方式 36 第五天 处理投诉 . 37 54.对于品质的投诉 . 37 55.对于交期的投诉 .38 56.对于服务的投诉 .39 57.道歉并提供解决方案 39 58.客户提出索赔 .40 59.商量赔款金额 .41 60.申请分批赔付 .42 61.申请延期赔付 .43 62.拒绝客户的赔款要求 43 63.讨论用别的方式代替赔款 44 第六天
5、售后跟进 .45 64.询问产品销售情况 .45 65.了解最新市场动向 .45 66.讨论同类产品 .46 67.针对缺 陷提供改进方案 47 68.对于降低成本的建议 47 69.给客户专业的意见 .48 70.推荐其他同系列产品 49 71.给客户最新的产品信息 50 72.告知售后服务电话 .50 第七天 其他日常的工作 51 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 3 73.出差的自动回复 . 51 74.通知客户展会安排 . 51 75.通知客人新网站完成 52 76.公司地址变更通知 . 53 77.邮箱地址变更通知 . 53 78.病假的自
6、动回复 .54 79.宣布公司的新规定 . 55 80.职务调动通知 . 55 81.内部工作调整通知 .56 82.休假通知 .56 83.离职通知 . 57 84.退休通知 .58 第八天 私人往来 .58 85.结婚通知 .58 86.请同事们聚餐 .59 87.产子通知 .59 88.邀请客户聚餐 .60 89.跟客户讨论私人问题 61 90.请客户帮忙 .61 第九天 特别问候 . 62 91.圣诞问候 . 62 92.新年问候 .63 93.春节问候 .63 94.感恩节问候 .64 95.万圣节问候 .64 96.长假问候 .65 97.祝贺新婚 .65 98.祝贺升职 .66
7、99.敬祝早日康复 .66 100.寄送小礼物 . 67 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 4 第一天 前期联络 1.邀请客户见面 Dear XXX, Glad to meet you at Canton Fair! Were pleased to know that you will come to Shanghai next week. If possible, please visit our company then. We could collect your interested items together in your showro
8、om. Looking forward to your reply! Regards, XXX Useful expression Glad to meet/see you at HK Fair.很高兴在香港展上跟您见面。 Are you going to China in the near future?你最近回来中国么？ What about your schedule?你的行程怎么安排？ Im not sure if it would be convenient for you to visit your company next week.我不确定您下载是否方便来我们公司。 The i
9、tems which you selected in our booth will be collected together in our showroom.我们会把您在我们摊位上挑选的东西都集中到样品间。 2讨论时间地点 Dear XXX, Thank you for your prompt reply! It is OK for us on 2nd Feb. Could you please advise your flight No.? We will arrange the pick-up at xxx airport and drive you to xxx hotel after
10、 meeting. Kindly let ma know if any change about your trip. Thanks and best regards, Xxx 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 5 Useful expression Thank you/Thanks for your prompt reply.感谢您的及时回复。 Could you kindly advise your itinerary?能不能请您告知您的行程安排？ Please keep me posted on this!请让我知道（这件事的）最新情况。 Im
11、 sorry but my boss is only available next Tuesday.很抱歉，我老板只有下周二才有空。 It is acceptable to pick you up on 8:30 a.m.?In the lobby?早上八点半来接您可以么？在酒店大堂？ 3.取消本次见面 XXX, As I have another meeting in xxx, I wont come to xxx in this trip. Maybe next time. Sincerely, Xxx Useful expression Please help to cancel my
12、hotel booking.麻烦您帮我取消酒店的预订。 Kindly check the attached scanned copy of my passport.请看附件我护照的扫描件。 Sorry to inform you that I have it cancel this buying trip.抱歉通知您我不得不取消这次采购行程。 Hope to see you ASAP!希望能尽快见到您。 Please accept my apology.请解释我的道歉。 FYI for your information 供您参考 ETD estimated time of departure
13、预计开船日 ETA estimated time of arrival 预计到港日 APPROX approximately 大约 CBM cubic meter 立方米 4.见面后的跟进 XXX, According to your selection this morning, were now preparing for the offer sheet, and will send it to you in 3 days. Best regards, 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 6 Xxx Useful expression Please
14、 find the offer sheet in attachment.请看附件的报价单。 Im sorry we dont have the exactly same model.抱歉，我们没有完全一样的产品。 We could provide a similar item for your reference.我们可以提供一款类似的产品供您参考。 Were very familiar with the US market.我们对美国市场非常熟悉。 The items which you had interest were already sent to your office.您选中的产品
15、我们都已经寄往您的公司了。 Offer recap 报价综述 5.展会后的联络 Dear xxx, Thank you for visiting our booth in xxx Fair. According to your selection for hand tool kit, please find the photos with offer recap in attachment. Im now checking with colleagues about the packaging info, and will send you the quotes in detail ASAP.
16、 The testing report will be sent to you in another separate mail. Best regards, XXX Useful expression We supply power tools to EU market.我们的电动工具出货欧盟市场。 I would like to recommend you some new items which are suitable for US market.我想推荐给您一些适合美国市场的新产品。 The offer sheet in detail will be sent to you in a
17、nother separate mail.我会另外写一封邮件给您，附上详细的报价单。 All of your products are strictly according to DIN tool standards.我们的（工具类）产品完全符合德国 DIN 工具标准。 If you have buying trip after this Canton Fair, please advise your time schedule. Welcome to visit our showroom in Guangzhou then.如果您展会后有采购行程，请通知（我们）您的具体计划。欢迎您到时参观我
18、们在广州的样品间。 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 7 6.开发潜在客户 Dear xxx, Glad to find your e-mail address from website. We supply all kinds of hand tools to global market with good quality and reasonable price, and very familiar with ANSI, BS, DIN, NF Cool short function Color: All Packaging: Color box
19、 Sample lead time: immediately We have passed the testing and got the PSE certificate. Would you like to evaluate the sample in advance? Thanks and best regards, Xxx Useful expression If it works for you, please let me know.如果可行的话，麻烦您通知我。 It is not necessary for the sample at the moment, but the pri
20、ce counts for much more!这个时候没有必要（先看）样品，更重要的是产品价格！ Now announcing our newest model of hair dryer.在此（给您）推荐我们最新款的电吹风。 Kindly note that the EMC certificate will be about to expire at the end of Dec.请注意， EMC 认证会在 12 月底到期。 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 13 Would you like o trey a small order to te
21、st the market?请问您有没有打算下个小单来测试一下市场情况？ 14.回答客户的各种问题 Dear xxx, Thanks for getting me back for my quotation. According to your questions, please find our reply as follows. 1. Is it possible to do O/A 45 days? Adeline Zhang:According to our company rules, we could only do T/T or L/C at sight. I think we
22、could make a compromise to do L/C with you. 2. What is your main market? Turnover? Adeline Zhang: Our main market is USA , and turnover is roughly 5 million USD per year. 3. Have you cooperated with other customers in Germany? Who are they? Adeline Zhang:Yes, we got orders from OTTO and QVC in Germa
23、ny via importers in Europe. 4. Do you have interest to do our own design items? Adeline Zhang: Absolutely! We have big interest! 5. How many staffs in your company? Adeline Zhang:Roughly 35 in the office, and 10 inspectors. If you have any further questions, please let me know. Thanks and best regar
24、ds, xxx Useful expression Thank you for mailing me back.感谢您回复我的邮件。 Our sales turnover for 2011 is roughly 50 million HKD.我们 2011年的销售额大约是五千万港币。 Have you cooperated with any customers in New Zealand?（请问）贵公司跟新西兰客户做过生意么？ We look forward to serving you again in the near future!我们期待在不尽的将来 能再次为您服务！ Could y
25、ou please drop by your company when youre in China?当你在中国的时候，能否请您抽空来一趟我们公司？ 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 14 Part2 如何报价 15.快速准确的报价 Dear xxx, Thanks for mailing me back and notifying us your requested item with details! Please find the detailed estimate in attachment. Samples could be prepare
26、d on request. Kindly check and let me know if any other questions. Sincerely yours, Xxx Useful expression Kindly let me know if you need any further assistance.如果您需要任何进一步的帮助，请随时通知我。 You can be certain that your price is really competitive.您可以放心，我们的价格是绝对有竞争力的。 Thank you for taking time to send me the
27、 inquiry.感谢您抽出（宝贵的）时间来向我询价。 How does L/C sound?我们做信用证如何？ Your prompt reply would be greatly appreciated!若您能尽快回复，我们非常感激！ 16.详细专业的报价 Dear xxx, This is xxx from ABC Trading Inc. According to your inquiry of grease gun, I was wondering if you could accept our price USD 5.65/pc. Per our conversation on H
28、K fair, the estimate USD 5.30/pc was based on the simple packaging of poly bag with sticker, not the color box as you confirmed finally. Enclosed please find the instruction manual, die-cut of color box and offer sheet. Your prompt reply will be greatly appreciated! Regards, Xxx 外贸 实战 邮件 往来 ， 商务 邮件
29、实战 总结 ， 一切 从 实战 出发 15 Useful expression We could provide you a better price if the quantity up to 10 000 pcs.如果数量达到 1 万件，我们能给一个更好的价格。 Our subsidiary in UK will handle the business with your company.我们在英国的分公司会处理您的订单要求。 The biggest problem for unit price is namely about packaging.（影响产品价格）最大问题就是包装。 Wou
30、ld you mind giving me some more photos about your inquired item?能否提供多一些关于您找的产品的图片？ I know your price is far exceeds your target, but I still would like to evaluate the sample. Im sure the quality is different!我明白我们的报价远远超过您的目标价，但我还是希望您能看一下样品。我保证，（我们产品的）品 质是完全不同的！ 17.回复客户的砍价 Dear xxx, Im so sorry that
31、 we couldnt meet your target of USD 5.30/pc with color box! As I mentioned in my previous mail, our price was based on the different packaging method. Anyway, we could reduce our margin to establish our business, Our final price is USD 5.50 with a color box, and USD 5.20 with a poly bag. If youd lik
32、e to do promotion for this item, we suggest you confirm the poly bag instead. According to our experience, other customers mainly use this simple packaging for EU market. Please help to check with buyer and advise the comments. Best regards, Xxx Useful expression Please help to check with buyer and
33、give me reply soon.请跟买手确认（价格），并尽快给我回复。 Would you accept EUR 3.50/pc as final price?您能接受每件 3.5 欧元的最终价格么？ We could give you a special discount of 10% if the quantity up to 1X40HQ.如果数量可以达到一个 40 尺高柜，我们可以给您一个 10%的特别折扣。 I have to recheck the price and see if we could meet your target.我需要重新核算一下价格，看看能否达到您的目
34、标价。 We are desperate to get your price confirmation to proceed.我们非常需要您的价格确认，从而（把这个项目）进展下去。 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 16 18.多轮价格谈判 Dear xxx, To be candid with you, we have no margin to reduce the pricing again. In face, the price is very important to win this order, but the quality count
35、s for much more. We couldnt debase our quality level to achieve your price aim. Im sorry! I have discussed with our top management, and decided to proceed in below suggestions. 1. USD 5.50/pc, with color box packaging, based on 10 000 pcs 2. USD 5.20/pc, with simple poly bag packaging, based on 10 0
36、00 pcs 3. 3% will be provided as a special discount, when quantity up to 30 000 pcs Please help to consider and inform us which way is better for you. We understand that you have to test your local market and retail price. And were pleased to do a trial order for you with small quantity in our first
37、 business. Maybe 5 000 8 000 pcs is workable for you to make a decision, with no price increase. Best regard, Xxx Useful expression Price in important, but quality counts for much more.价格很重要，但质量更重要。 It is not workable for us to place such a big quantity first time.第一次下单我们无法达到这么大的数量。 We could try a t
38、rial order to test the market.我们可以下个试单来测试市场行情。 Consumers could only pay for USD 9.99 as maximum for this item.对于这个产品，消费者最多只会愿意在 9.99 美元以下购买。 10% discount will be provided if you double the quantity.如果您把（订单）数量加倍，（我们）可以给您 10 个点的折扣。 19.最终确定价格 Dear xxx, Very goad to hear that you confirmed the price of
39、USD 5.20/pc. It is our pleasure to be on service of you about the 7 500pcs trial order. Please find the PI in attachment, with unit price, packaging, carton info, delivery time, payment terms, etc. If no additional questions, kindly sign and stamp it and send me back. 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切
40、从 实战 出发 17 As soon as we receive the confirmed PI, well do the final sampling at once. Any other questions, please let me know. Best regards, Xxx Useful expression Well arrange the production as long as receive your approval email.只要收到您的确认邮件，我们就会开始安排生产。 Deal! Please send me updated offer sheet ASAP.
41、成交！请马上发我更新过的报价单。 Your final estimate is 5% than your competitors.您的最终报价比同行高了 5 个点。 I will consider doing business with your company if you could accept the 1 000 pcs this time.如果您可以接 受 1 000 个（的订单），我会考虑跟贵公司做生意。 Good price! But we cannot accept your packing suggestion. I will give you our ides later.
42、价格不错！但是我方无法接受你们的包装建议。我晚些时候会告诉你我们的想法。 Part 3 细节处理 20.给客户准备样品 XXX, Were now doing the samples, and will finish them before this weekend. I will send you then for quality approval. Best regards, Xxx Useful expression Samples will be ready/finished/completed in 3 days.样品会在三天内完成。 Well do the finalization
43、 after samples received.样品收到后，我们会具体讨论。 Please do sampling as quickly as possible, as we have to show them in the coming Dubai fair.请尽快打样，我们要在接下来的迪拜展会上推出。 I will try my best to catch your itinerary.我们会尽全力赶上您的计划。 We will let you know about the sampling status.我们会让您知道样品的进展情况。 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结
44、， 一切 从 实战 出发 18 21.向客户询问到付账号 Hi xxx, Samples were just completed, and passed our internal inspection. Please check the photos in attachment. Would you like us to send them to you? Which express company do you prefer? Please advise your courier account. Thank you! Best regards, Xxx Useful expression
45、Which express company do you prefer?您 （的快件）平常走哪家快递公司？ The hand samples were ready.手板样已经完成了。 Please advise your account for freight collect.请提供一下贵方的到付账号。 Good news! Final samples were passed our internal inspection.好消息！产前样已经通过我们的内部检验。 We want you to look over the attached photos of samples and give u
46、s your comments.请您看一下附件的样品图片，并提供您的意见。 22.请客户支付样品费 Dear xxx, Greetings! Glad to get your approval for our final samples. Just following up to let you know that we do the new samples strictly according to your logo printing, but please pay for the film charge USD 300 by your side. After order placed,
47、you could deduct this cost when balancing the payment. Enclosed please find our bank account file. Please advise your opinion. Thank you! Best regards, Xxx 外贸 实战 邮件 往来 ， 商务 邮件 实战 总结 ， 一切 从 实战 出发 19 Useful expression Just following up to let you know that we already did the packaging as your request.
48、请注意我方已经根据您的要求做好包装了。 Ti is not necessary for the logo printing on samples at the moment.这个时候不需要把我们的图标印到样品上。 Please do the sampling based on our 3c logo as attached file.请根据附件的设计稿，打样的时候把我们的三色图标一并做上去。 Enclosed please find our bank info for JPY account.附上我公司日元的银行账户。 We could also take credit card for sa
49、mple charge.我公司也可以接受信用卡支付样品费。 23.询问样品是否满意 Dear xxx, Good morning! Have you enjoyed a nice weekend? Im sure that youre very busy every Monday, and really sorry to trouble you at this time. Just following up to check whether you received our samples? Does everything okay? If any questions, please do not hesitate to contact me. Best regards, Xxx Useful expression Im desperate to get your approval for samples.我非常需要您对于样品的确认。 We look forward to receiving your approval in 3 days.我们希望 3 天内能收到您的确认。 There are some minor details that Id like to check with you.有
