将免费B2B上一句话的询价变为order的经过

Jenny

先说点关于免费平台吧，我是09年3月份开始注册免费B2B，所有网址都l了论坛，当时大概注册了30多个平台吧，一直保持更新的只有made-in-China, tradekey,tradeindia,asiannet,globalsources,ec21,etc 几个比较主要的平台，像tootoo，allproducts，ecvv等都只是定期查看下。还有一些我自己都不记得了，注册完就没再登录过。不过在每个平台上我都尽量上传产品（除了ttnet只上传一个产品），products和seller offer里的产品个数都达到平台的最大限度，并且每个产品的图片保证清晰，关键词保证准确 ，性能描述保证详细。（这点福步里的很多前辈都有提到，不要嫌我啰嗦 ）目前made-in-China 收到6个询盘，tradekey收到3个，tradeindia收到5个，只是都没有做成单， 不过维持了一个潜在的印度客户，询过几次价格。tradekey上询价基本没有具体要求，都是price list， cooperation。tradeindia上的几个询价一些参数不符合客户要求，个人感觉made-in-China上的询盘质量比较高，只是有客户回复说价格高了很多，已经买了别人的。

下面该切入正题了，当时手中有的图片像素，尺寸在ttnet上都上传不了，唯独有一个可以上传的，开始想要不要把所有图片都准备好后一起上传，后来突然还有个想法闪现，会不会就这一个产品也会给我带来好运呢。有时候事情就是这么的巧合，居然就让我给遇到了。 （之后就一直没有上传其他产品，在此要做下自我批评，偷懒了 ）离奇的事情总是有的，离奇的开始让我遇到了离奇的客户Jones，是加拿大的，也是第一次做进口业务，开始交流中有很多疑点，让我感觉他是个骗子。后来签完合同他迟迟不付款的时候，才了解他也在担心我会是个骗子公司。最后经过邮件，电话沟通才付款，金额很小（1000多美金），只是觉得整个交流过程值得和大家分享一下。

2010年1月15日收到询盘：
“I am interested in 6 ea xx to measure 60,000lbs of weight and also a xx, digital bwith large numbers. thx Jones please indicate price also.”

客户只说明了一个具体要求，我们有很多型号都可以满足。大概可以推测出客户的使用目的，需要和客户确认。以前在B2B上收到这样的邮件，一般都会回复说明要确认参数或者直接让客户从公司网站上选择型号，之后几乎都得不到客户的任何信息。所有一改往日做法，给客户先推荐一款比较畅销的型号，并且按照自己推测的客户使用目的，给客户做了一个方案草图，然后结合草图和客户确认参数等信息。当时想图片可能会比较吸引客户，给客户更深的印象。于是回复如下：

1月15日回复：
Dear Jones,

Many thanks for your inquiry from ttnet website.

Regarding to your inquiry (I am interested in 6 ea xx to measure 60,000lbs of weight and also a xx, digital bwith large numbers. thx Jones please indicate price also.),（一般在B2B上收到的询价用公司邮箱回复客户，我都会把客户的询价邮件内容写在邮件里方便客户，万一有的客户很忙，不一定记得他自己的询价，这样附带内容客户就不用查找了。安全起见，另外我还会通过B2B平台给客户再发一次回复邮件） here we would like to confirm with you if you would like to get the total weight 60,000lbs by 6pcs xx. Please find the attached draft, just for your reference.
Recently we would promote the new xx into the market, please find the attached picture.

Regarding xxl, please inform us if the model xx in the attachment meet your requirement, or you could click the link to find one that more suitable for you : http://www.ourwebsite or you could advice us the application, then we would suggest you which model is the best one.

We would forward you more information upon receipt of your confirmation.

Any questions, please keep us informed.

Thanks & Best regards,
xx

客户已经付款，产品在准备的过程中发现了问题(是我自己的疏忽 )。刚刚给客户写过邮件，等待客户回复。我会在后面更新里提到。
下面接着上午的邮件继续：
1月17日：
I am interested in six xx to weigh a total off 60,000 lbs, in total and your pictures look like they would work please let me know price in canadian dollars and shipping costs and length of time it would take to receive . Thank you!
Jones
客户确认了自己的推测是对的，可以看出对照片很感兴趣。立即要告知产品价格，运费及交货期。很开心这么快得到客户的回复。只是在回复邮件中并没有告诉我具体要求的技术参数（我们的产品属于工业自动化类的，需要具体参数，而且即使是畅销的产品，外形也不一定适合客户现场使用。一般通过几次交流确认后才会定下），何况我只是发个方案草图给他，并没有给他具体的datasheet，在他还没有了解我们产品的情况下他就要求报价，一种可能，他不是真正想买，另外一种可能是他只是个外行，只是有购买欲望。我暂时把原因定为后者。

既然客户对草图里的产品感兴趣，我详细的介绍了草图里产品的技术参数（客户要求两种产品配套使用，这里我又推荐了两款配套产品A OR B），客户需要的2款产品即可以和A配套使用，也可以和B配套使用，给客户列出2个方案。对于客户提出的其他要求，要列明做一一对应的回复。
把方案中所涉及的产品价格做个报价单给客户做参考。

1月18日回复：
Dear jones,

Thanks for your promote reply, believe that you have had a good weekend.

Before making complete offer to you, something need be confirmed as follows:

1. As regard to the draft we sent you in the last mail, there are 2 proposals:
a. xx (model, 6pcs)+A (model, 1pc,)+xx
b. xx (model, 6pcs)+B (model, 1pc)+xx

2. In order to predict the delivery fees for you, please inform us which proposal you prefer.
3. Kindly find below attached quoatation, please inform us if you need any optional function xx, like the xx, etc.(和客户确认是否需要产品的一些附加功能)
Please chose the complete type of the xx according to the attached ordering guide.
4. Delivery time: in stock

We would make an offer to you including all the information you need after your confirmation.

Hope we could have chance to cooperate with you.
Waiting for your reply.

Any questions, please keep us informed.

Thanks & Best regards,

1月20日：
Could you please send prices again for your equipment,unable to read clearly on your last email, thankyou very much.
Jones

客户要求重新发报价单。（注：报价单是图片格式，我直接插入邮件中的，可能是图片不太清晰，客户看不清楚。以前都是附件形式发的，为了方便客户就直接插入邮件中了，谁知道会是这个结果。 ），不过暂时给我的感觉客户有购买的欲望。

在重新给客户发报价单的邮件中，顺便探探客户的信息，为了心里有个底。于是回复如下：

1月21日回复：
Good morning, Jones

Sorry for the inconvenience I had brought to you.

Kindly please find the attached quotation again and confirm with us which proposal you prefer.

By the way, may we know your company name, business scope? Could we know are the products you need for your own use or your customers? We would like to find a best way to serve you with our products.

Any information from your side would be highly appreciated.

Thanks & Best regards,

Jenny

1月21日收到客户回复：

Hello ; I like what I see,but still a little confused,I need six xx 10,000lbs ea. and all six should measure weight up to 60,000lbs in total. I need 40 feet off cable between xx and xx and 40 ft off cable between xx and xx. I need xx to have five digits and number size should be between 2-3 inches in bright red format. I would like system to be powered by 12 volts if possible. I need to know how much in US dollars for complete system,including air freight to Saskatoon, Saskatchewan, Canada. Please state aproximate delivery time. Please send picture off unit you will be selling me, for final approval. All components,including wiring should be built strong,for trouble free operation.

I have a business,which makes xx which weigh farm products.

Thanks again
Jones

客户大概明白了我们的方案，对所提供的信息也很满意。此时会发现客户的邮件内容明显比以前具体了，逐渐提出了些具体的要求，这都是在开始询价里根本都没提起过的，接下来的邮件基本都是在确认客户的要求，所以说这个询价真的是离奇，先确认价格，运费再慢慢确认产品参数及其他现场要求。 另外客户也介绍了自己有个小的工厂，产品经营范围。

不过客户只是说出他现场需求及有关产品规格要求，并没有对建议的2个方案进行选择，（推测客户不太理解技术方面，只是简单使用而已），另外并没有按所给的另外一种产品的选型表选择型号（另外一种产品必须要确认带不带附加功能，客户未确认，推测客户是不太了解这些功能）。搞笑的就是客户总是不停的提及价格及运费（真是个急性子，就是等产品参数全部都确认好了也不迟阿 ）。接下来的邮件主要给客户一一介绍产品的附加功能以便客户更深的了解我们的产品。

注：回复客户的每个要点尽量列明，要有headline，对其进行加粗自体，便于客户抓住 point。

Jenny

1月21日回复：

Hello, Jones

Good day!

Many thanks for your detail information.

Please find the attahced picture for your confirmation.

Price: USDxx （替客户拿主意，选择一套成本较低的方案，并确认方案b中产品的价格）
We suggest you chose proposal b: b. xx (model, 6pcs)+B (model, 1pc)+xx, you could also get the total weight 60,000lbs. It could reduce your cost. The price for complete set are as follows: xxx, we need charge extra fees for the total 80ft cable, so the unit price of xx would be USDxx. The freight charge by DHL express is xx.

（一是向客户说明对于特殊要求收额外费用；二是告知运输方式，虽然了解大概总重量有几十公斤，可是金额小，选择快递方式，而且美，加客户一般对运费都不会太计较; 既然客户一心想知道大概运费，我就大概让工厂估算了下，然后多加点运费给客户报过去，满足下他急切的心P ）

Delivery time: about 3 work days after receiving your full payment

Regarding the xx,
it is 5-digit, red backcolor, the number size is 3 inches. It could meet your requirement. We promise you the quality of our products, including the components. Believe that our products would make you satisfied after your test. For we have cooperated with many xx plants like yours.
(确认产品满足客户要求，向客户保证产品附件质量，因为客户在上面邮件中提到确保附件的质量问题。另外告知客户我们和很多像他们一样的工厂合作，让客户宽心。)

About the power supply for the system,
you only need supply AC220V(AC85-264V) or DC24V to the xx, then the system would work, because the xx could give excitation supply for supporting sensor to work. The important factor is that you need inform us if which type power supply you need, AC220V or DC24V? We would calibrate the whole system for you at factory.
（和客户确认产品供电情况，告知客户其中一个产品无需供电，可以配套使用，只需要告诉我们对系统的供电要求即可；告知客户会在出厂前全部为他标配好，无需担心技术问题）

Furthermore, we would like to confirm with you if you need any optional function for the xx, like xx， xx。。。. Here we explain to you these functions:
a. xx (+USDxx): you could set xx For example, if we set the xx
for xx, the xx would be list if the weight are more than 60,000bls; xx means the xx would light。。。（具体举例此功能的应用）
b.xx (+USDxx): the xx
c.xx(+USDxx):xx
Remarks: If xx，you do not need to chose the optional function, just the basic function which the price is USDxx.
（a, b, c. 分别是对产品几个附加功能与应用的具体解释，并且标明每个附件功能的额外费用）

Finally, please inform us the delivery address, consignee and contact information if you need us to issue proformal invoice.
（只要得到客户的确认，客户有购买意向就会通知做PI，所以顺便和客户确认下信息 ，同时又可以探探客户购买意向有多大，也不枉费我给他解释这么多参数的一番苦心。）

Looking forward to your reply.
Any questions, please keep us informed.

Thanks & Best regards,

Jenny

1月21日客户回复：
I like your system,but I have a few more questions, do you have any different style xx say for example which are bolted top and bottom off cell. Could you tell me the accuracy off the system, and could you have an adjustable weight alarm relay installed on xx to set off flashing light. Note,I could use 24 volt style xx but would prefer a 12 volt system. Please send copy off operation manual off xx so I have understanding , how it functions.

Thank you!
Jones

客户对产品又提出了新的要求：咨询有没有另外一种安装形式的产品；确认整个设备的精确度；要求附带一种附加功能；提出期望的供电；要求提供USER MANUAL。
原本以为参数都确认的差不多了，结果他要把主产品换成另外一种形式的，那就意味着部分技术参数得重新提供给客户参考，毛重，运费全部得重新估算，报价需要重新做。对于我来说，表面上谈判几乎回到了原点，PI还是遥遥无期。不过从客户的角度看，起码他到现在为止对产品有了更深入的了解，也是在为之后我们的交流做个基础吧。

只是交流到现在，客户给我留下了几个疑点：一是客户对产品技术参数还是有些了解，提出了设备的精度问题，既然有所了解，那在开始就不会把主产品选错，还急着要报价。因为我给客户发的产品外形及安装方式和客户现在所要求的产品是完全不一样的，客户有什么目的呢？为什么到现在才提出来？二是邮件时间问题，我是21号下午1.40给客户发的邮件，结果当天下午4.20就收到了客户的这封回复邮件。这个时候应该是加拿大的夜里阿，就算客户加班也不至于会加班这么久吧？ 难道就是在等我的回复？
不管怎么样，还是要让谈判继续下去的，因为也没有足够的理由让我觉得他是个骗子。

Jenny

1月21日回复：
Hello, Jones

Thanks for your promote reply.

Please find below our comments as per your questions:
a. As the xx you mentioned in your mail, please find the attached datasheet of （产品型号）which can work for both xx, xx and xxare all our best sell products. I think xx maybe meet your requirement. The unit price of xx is USDxx(including the cable you need)
We have up to about 20 kinds of xx, please click the link to find more: http://www.
（提供给客户新需求产品的型号及技术参数 ，简单介绍其功能。说明开始的向客户推荐的型号和客户目前要求的型号都是我们的hot products；报新产品价格，向客户说明我们有几十种型号供选择，详情登录网站，另外运费未报，防止客户再次改变型号）

b. The accuracy of the system is xx （回答客户关于产品精确度问题）
c. We have xx for you to chose. You could set off the flashing light according to set the parameters, please find the attached User Manual about xx. （再次详细介绍客户所选择的附加功能，给客户发USER MANUAL）
d. For now, we could only do DC24V power supply for the xx or AC220V. （只有两种供电的产品）

Please note the attached User Manual is our present product, we would promote the update xx and the user manual for a couple of months. （指出我们近期会推出设备中一个配套产品的更新产品，顺便做个宣传）

Any questions, please do not hesitate to contact us.

Thanks & Best regards,

下面还会有很多来往邮件 ，我会以最快的速度继续更新下去。

Jenny

先插播一下，刚才收到一澳大利亚客户确认要下样品单。是tradeeasy平台上的。这个客户1月27日就发了询价，又是一句话询价“just inquiring on the price of 3xx ”，我是今天早上看见才回复客户的，只是碰碰运气而已，客户依旧没有给任何参数（不过这种产品的技术参数很好确认，客户只要按照选型表直接选型就ok）没想到客户这么快就回复说：“we were hoping to act quickly on the order we can provide an order number upon your return mail." 看来免费B2B平台还是很眷顾我的嘛。
下面继续我和Jones的mail：

1月22日收到客户回复:

Thank you for good information, would like to prepare to order, some small changes
have been made. I would like to increase order as such:

8 ea. xx type with 40 ft cable hook up ea.(20000 lbs. ea.)
1 ea. A and B with 40 ft cable to xx(include quick wiring harness disconnects on all ends)
1 ea. xx 4 ea. relay wired for alarm lites activation, (24 volt system)

PLEASE INCLUDE ANYTHING I HAVE OVERLOOKED TO MAKE SYSTEM OPERATE TO 80000 lbs max.

Please inform me off new price including air freight to Saskatoon, Saskatchewan, Canada
Please state your full name off sales consultant and phone # please indicate method off payment,prefer visa, Do you have security page for visa payment or do you recommend phoning in transaction payment.

Please advice

展开邮件，客户的第一句话很让我开心，终于要order了！只是客户所列出的主产品型号仍然是我最开始给他推荐的，而且数量也变了，最关键的总的要求又变了，原来只是想得到60000lbs的weight，每个主产品范围10000lbs，共6pcs，现在是需要80000lbs，但是按他需求列出的方案总重就会变成160000lbs。推测客户可能是想表达成total 8ea（10000lb.ea），只是写错了。
但是客户怎么对后来推荐的新的主产品只字未题呢？也是按照他的要求给他推荐的阿。我到现在都想不通。不去想了，反正客户觉得满意，可以用就好。客户再次催着新的报价，并且还是很诚恳的让我对他购买的产品提出建议，确认能否满足他要实现的方案。

可疑点又出现了，客户提出的付款方式很像骗子经常提出的方式。心想着原则是款到发货，也没什么好担心的。接下来继续确认参数：

Jenny

1月22日回复：


Good morning, Jones

Thanks for your reply.

There are something we need confirm with you before informing you the new price and freight charge.

a. If you prepare to order 8pcs xx, and the total weight you would like to get is 80,000lbs max, maybe the capacity of per xx is 10,000lbs, not 20,000lbs.
Could you inform us the best quantity for your equipment? If you want to get 80,000lbs, and 4pcs if ok for you, you could order like this: xx, 4pcs, 20,000lbs each one.
（想客户确认最终所需总重量，给客户提出更好的解决方案）

b. 1 ea. A and B with 40 ft cable to xx(include quick wiring harness disconnects on all ends)
Do you mean you would like to order both A and B for each one? The system need you chose one from them, we suggest you to chose B.
（A 或者B 产品只需要选择一个即可完成方案，提醒客户只需要选择一个，由于开始为客户选择的方案是b，所以建议选产品B配套）

c. We could supply dual display, xx
（客户通过user manual对其中一个产品有更深入了解，提出新的要求）
For the dual display, please advice us the second display window you would like to show. You could chose from this: xx.。。。 For most of our customer usually need xx，xx
（对于新要求仍然需要和客户再次确定一些需要的技术参数，考虑到客户可能从未用过此功能，向客户推荐一般客户比较普遍的参数需求，供参考）

Payment Terms: T/T, 100% in advance （付款方式）
We only could accept Telegraphic Transfer payment. We would make proformal invoice(contract) to you after your confirmation including our sales consultant's contact information, bank information.
（告诉客户所需要的信息都会包含在PI里面，第一感觉客户可能没做过进口业务，以contract注解PI方便客户理解）

Please also inform us your detailed delivery address, your company name, consignee and phone. We need this information to predict the delivery fees for you. For samples, we usually chose DHL express way.
（至今客户还未提及其联系信息）


Any questions, please keep us informed.

Thanks & Best regards,

Jenny

1月22日下午就收到了客户的回复：

Hello again... thankyou for your patience.

Place order as per: to include all components to weigh a total off 120,000lbs.

6 ea.xx 20,000lbs ea. for total off 120,000lbs. model xx
1ea. B (with A if necesary),and 40ft. cables to each xx and quick
wire disconects to each component
1ea. double display xx with xx, 24 volts dc, measurements in lbs. and kg.

Please make up invoice including total price off components,and the price to air freight by DHL Express to:

Jones
Canada
Phone #

客户还很礼貌，对我耐心解释小赞了一下。 让我汗的是客户的要求又改变了，产品价格又是不一样 比原来产品价格要高一倍。害怕客户接受不了新换产品的价格，先告诉客户产品单价，再预算运费做PI。
PS: 可疑点：客户仍然是当天下午就回复了，难道客户都是每天夜里工作吗？ 很不解。

1月22日回复：
Hello,Jones

Thanks for your mail. It is our duty to do those for our customers.
（感谢客户夸赞，表明这是我们应该做的）

We would like to inform you the unit price of xx is USDxx including the cable. For the capacity are 2 times more than 10,000lbs.
（报新产品价格，解释价格为什么会比原来的高很多，让客户了解）
Furthermore, if you could accept the goods by address: Saskatoon,Saskatchewan ,Canada, is there any detailed informatin, like road no., district, or the post code?
（客户给的地址不够详细，确认详细地址）
For the dual display, please advice us the xx. You could chose from these: xx
（提醒客户忘记确认了一个参数）

We would send you the proformal invoice once receipt of your confirmation.
（告知客户一收到他的确认立即做PI，让客户不要着急）

Thanks & Best regards,

Jenny

1月23日收到客户回复：

Hello ; I would like the second display window to be xx.I live in the country outside off city,and I dont think they will deliver parts this far , so they will have to call me from their office to come and pick them up.

Send merchandise to: DHL International Express Ltd.
xx
Canada
Phone-306343-5340

phone customer below on arrival for pick-up.
Jones
xx
Canada
Phone xx


Thanx again: Jones
Note; do you accept pay pal for transfer of funds?


这份信就可以很明显的看出客户是第一次做进口业务，他要自己去当地的DHL公司取货，以为DHL不会送达偏远地区。其实即便是偏远地区，DHL快递也会送达，无非是加一些偏远费用。另外一点是我把客户给的所在地址和DHL确认了，并不属于偏远地区。
（注：在给客户报DHL运费的时候，最好把客户的详细地址包括邮编告知代理或者DHL总公司，确认是否属于偏远地区，要加的额外费用。尤其是公司有DHL帐号的，一般就会直接按照DHL价目表报价 ，忽略了这一点。）

得到客户的确认参数，也得知客户对价格没有任何异议。关于付款还是需要确认。

Jenny

1月25日回复客户：

Hello, Jones

Believe that you have had a nice weekend.
（中间隔了一个周末，向客户礼貌性问好，拉近关系。如果是周末收到客户询价邮件或者是给老客户回复邮件，我都会加上：Weekend is coming, hope you would have a nice weekend. 放在邮件开头还是结尾视具体情况而定）

Please find the attached proformal invoice and check. Please resend us with your signature for our reference.
The gross weight are about xx, so the delivery charge by DHL are xx.
（给客户报运费的同时，最好告知毛重，让客户感觉真实可信）

We had forwarded Jones
xx
Canada
Phone xx
address to the DHL company, they said that they could delivery the goods to this address, you need not to pick up the goods from the DHL company in your local company. We would inform you the DHL No. after we dispatch the goods.
（告知客户可以送达到所给的地址，并且提前告知可以给他DHL单号，随时追踪货物运输情况）

Regarding the payment terms, we have to accept the T/T payment, we usually do T/T with our customers all over the world, including our customers from Canada. We promise you our sincerity and please do not worry about anything.
（客户不想采用电汇也可能担心手续费问题，但万一客户是个骗子呢，提出那么多支付方式都是对我们不利的。但是又不能明说我们担心什么，所以就反过来说话，让客户以为我们是站在他们立场考虑问题，让他放心和我们合作，举例说明和其他客户都是采用T/T付款方式，包括加拿大的客户，进一步增加可信度）


Furthermore, could you please resend us the bank receipt after you make payment? We could prepare the goods for you in advance, and send the goods to you upon your payment arrive our account.
（让客户传汇款底单，先安排货，不然等到收到款再安排生产在放假前就来不及交货了）

Please note we would have a holiday for Spring Festal in China during the early days in February. It is better if you could make payment asap so that we would not delay anything.
(告知客户我们假期安排，目的是催促客户尽早付款)


Thanks & Best regards,