外贸电话沟通技巧精简版

如何电话接洽新客户？

1.打电话之前做好准备工作，主要内容包括，了解客户的公司信息，客户的潜在的采购市场，当地比较有名的客户，当地比较有名的生产企业等等，还有在电话之前调整好自己的情绪，是自己保持积极向上的状态。

2.在与客户电话交流的时候，开头的寒暄很重要，要能够把客户的注意力从其他事情拉到你这边来，所以在与客户交流的第一句话就是要显得自己比较积极，感染客户的情绪，让客户加入与你的交流之中。例如：Hello, this is Allen from CNBM. Can I speak to Mr. Smith？如果接电话是前台，可以直接让他转接给想要的联系人，不要跟前台浪费时间。应付前台的小技巧：可以跟他说，刚刚Mr. Smith给我发了邮件，他留了这个电话，让他帮忙转接。Hello, Mr. Smith just sent me a mail and he left this phone number, would you please ask him to answer me?

3.寒暄之后，最好能直接切入正题，不要说过多的寒暄的话，客户和我们的时间都很宝贵，找到切入点以后，想好自己的沟通点。可以从打电话的目的着手，一般电话的目的有1.了解客户是否是做沙发的？2.了解客户是否从中国进口，如果是可以进一步了解近期是否有采购计划，如不是可以聊下客户在哪采购的？3.取得客户的邮箱？针对第一点，可以说是老客户介绍的，可以说从行业协会了解的等等。例如，One of my old customer told me your information, he said you are also in the sofa market, right? 针对第二点，可以向客户介绍当地的有名的企业都是从中国进口的，然后询问客户的情况。例如，Mr. Smith, I know ***and *** in your country both import sofa from China. How about you? 针对第三点，可以跟客户说最近有一些新的款式，是否可以发下catalog，顺便要下客户的邮箱。

4.沟通中的注意点：a.与客户沟通中，注意自己的语气、语调、语速，声音不能过小，也不能过大；不能听起来很颓废，也不能过于热情，做到不卑不亢。语调要抑扬顿挫，注意语调的变化，听起来像是在交流而不是在读书。注意自己的语速，重要的地方语速放缓，不重要的地方适当加快，不能过快，要给客户反应的时间，同时也给自己思考的时间。b.可以产品的大方向和市场的特点等方面与客户交流，但不要与客户过多的讨论产品的细节，如果客户想要讨论产品细节，可以让他通过邮件沟通。

实例：

Hello, this is _______ from CNBM, can I speak to Mr. xxx?

1.Nobody: Is that ____company?

Y: Mr.xxx is not here? Did he quit the job? Well, he is the purchasing manager. Can you help me transfer to his colleague?

找到联系人：

Hi, Mr. XXX, How are you? I’m Heather, from CNBM, ______supplier from China.

1.Actually, I know your company from one of my customer in_country. He told me

you’re also in this market. He joked that if I want to do some sales in country, maybe you can provide some chances. And I know you’re one of the top ten companies in products_ field…I know Company A and Company B usually purchase products from country but also from China, so is it same for your company/how about your company? Import from country?

Yes: well, country has a long history in producing product. Their products are always creative, and original. I know some good manufactures such as ________ and ______.

However, China also has a huge market. You have never imported from China?

You can have a try and I would like to offer my best help. Actually, our company always launches some new design. How about sending email for your reference?

Your email is…………………….

No, from China: wow, that’s great. China does have lots of products suppliers.

And the condition of the suppliers is various in different provinces. Which province you usually buy in? The products in province have advantages of _______. Actually, our company always goes ahead on the fashion trend and quality control. Recently we have some new arrivals. What about sending email for your reference? So your email is…………………………….

2.Your company is in city, right? I know your company from the Furniture Association.

And you are one of the top five in products market. And one of my customer mention that you’re in this market. So you buy locally or import?

Locally: Yeh, City has a network of products manufactures. Buying locally can avoid some troubles. Well, many companies have started to import from China.

Chinese suppliers also have some advantages. For example, our company offers one-stop service. We usually export to country. Our products are responded well.

Why not try to purchase from China? I can send our new designs for your

reference. Your email is………………………

Import: where do you import? From China?

同1回答

3.I have been to ___ for many times. And I have some clients doing furniture

products in XXX (country), every year they place orders to us, the products always responded well. How are your company products? Where do you purchase? Locally or From China? How about enriching your Chinese supplier resources?.........Do you have any purchase plan in China?

Y: Is that ODM? I think we can contact by email.

N: it’s ok, we have some new arrivals in xxx products, and now many orders for new arrivals are preparing. I can send you catalog to your email as a reference.