将免费B2B上一句话的询价变为order的经过

Jenny

1月27日客户回复;

Good day
Received your proformal invoice,just confirming total weight of all to be 6x20000lbs =120000lbs.
Please let me know your full salesman name. Also could I give you a phone call, do you speak english and what is your phone number,and let me know good time to call you, I will go to bank to telegraph funds.
Thank you

由于之前反复确认参数，客户担心中间会出错，最后再次确认。可以看出客户想通过电话联系确认我们是不是个骗子。（ ，我还担心他会不会是个骗子，这就造成了接下来有趣的事情）。客户还很贴心阿，还要问我什么时候方便接电话。

1月27日回复：
Good day, Jones

Thanks for your mail.

Yes, the total weight are 120,000lbs.

My full name is XX. My telephone No. is XX. Of course, i could speak english, for i need communicate with my customers from overseas, like you. I would give you a call by this no. XX later.

Sincerely yours,

注：最好主动给客户打电话。（再次检讨：在之前的交流中我应该中间打个电话和客户很好的沟通下，这是最好的沟通方式，也是能让客户最信任的方式。）

这个邮件是下午5点收到的，既然客户主动要电话沟通 ，那就直接给他去个电话好了。结果有趣的事情发生了: 电话接通了，没声音应答，说了几句hello之后，一位很年轻的女士声音懒洋洋的应了句hello，（好像正在睡梦中，当时没反应过来，看客户的全名分明是个男士的名字。先不管那么多，介绍了自己再说。）然后就说明自己是xx，来自中国的xx公司，那边又没声音了。（奇怪，正常的应该是客户接着就会马上知道我是谁 ），没人理我，接着继续say hello， ，那边传来Who is that? 而且是很疑惑的声音，让我感觉我是不是打错电话了。先说明情况确认下吧，接着：We had sent you the proformal invoice about xx, you said that you need confirm something with us by phone. .. 过了一会，"Oh, that is my son's ,i do not know". 晕，愣了几秒钟赶紧说：sorry for interrupt you so late, i will contact jones by mail.

这个电话打的倒让我起了不少疑心，客户给的手机号码怎么会是他妈妈的，就算公司再不正规，规模再小，至少他自己应该有手机的吧。就算是他妈妈的，已经邮件告诉他我稍后就打过去，怎么不准备接我电话呢? 还有这位女士听起来声音很年轻阿，她的儿子能有多大？买工业产品做实验自己玩吗？ 之前告诉我他公司的信息难道都是假的？


先给客户个邮件看看客户反应，希望能解除我所有的疑虑

Jenny

1月27日回复：

Hello, Jones

I just gave a call to you and your mother answered the phone. Maybe she do not know the details about this order.
So should you have any questions, please confirm with us by mail or call me.

Looking forward to your reply.

Thanks and Best regards,

大约一个小时后收到客户回复：
sorry,my mother was sleeping,better to call in about 5hrs from now, it is 5 am in morning, I am in my bed emailing you.

震惊！ 当时第一感觉很失望，可能是这么多天的努力都白费了，越来越疑惑。当时是晚上7点多，在家里用自己电脑查看邮件的，已经手机又没开通国际长途，打不了电话。对客户也疑虑重重，没劲陪他玩了，于是就很拽的写了封邮件：（心里想已经谈判到了这个地步，如果想买，还是不会有大问题的）

Hello, Jones

Thanks for your mail.

Sorry that i could not call you so late, it will be 1.30 in the late night in our country. If you have some problems to confirm, you could email me now and confirm with us.

Waiting for your reply.

接着我在睡觉前把手机给关了。（第二天看了客户的邮件就后悔莫及）

1月28日2点22分：
Hi there. It is noon here should I call you and what phone number should I use
1月28日3点：
Hi , tried to call you, unable to get thru on phone number you give me ,maybe you give me a new number or you call me thx.

Jenny

1月28日回复：

Thanks for your call.

Sorry for that i could not answer your call in the late last night, for it is the midnight in our country when you are at noon. My mobil number is xx. （赶紧给客户道歉）
That is correct. You could not get through it for my phone is shut off during the midnight.

Could you please inform me what the important things you would like to confirm?
Please note we would have a holiday from 10th in Feburary, please try your best to do payment early so that we could deliver the goods to you before our holiday. （提醒客户再延迟汇款节前就会交不了货，催促客户尽早付款）

Tomorrow would be the weekend, if we could get your payment next monday, we would prepare the goods for you and handover to the DHL express before next weekend. （告诉客户最迟付款时间）

Jenny

1月29日客户回复：
Thank you in advance.

Payment will be made February 1, that is when bank will be open. Will try to contact you by phone before bank opens. I hope this time is ok for you,to have parts delivered to DHL express. If not please let me know which would be a better date. One more thing , do you have a warranty on your parts, and what is time frame? Thank you for your patientce,this is my first transaction with an international organization. Will fax proforma invoice with buyers signature back to you .

Customer

证实了我开始的想法，客户是第一次做进口业务，确定客户还是要order的 。于是回复：


Thanks for your information.

We promise you we would prepare the goods to you after we receive your bank receipt and deliver them to you once your payment arrive on our account.
Of course, the delivery method is DHL express according to our contract. Our guarantee period is 1 year, we could supply excellent service for our customers. We have about 10 years experience in exporting and definitely could make you satisfied. (目的让客户放心)

We could understand your worry, for this is your first transaction like what you said. However, we could prove you our sincerity to you during this transaction. Maybe you could find it by our professional service during several times communication. Sincerity is the important factor in the business, we trust you, so please also do not worry anythig.
（表示理解客户，要具体说明让客户可以放心的理由，表示自己的诚意）

If we could get your bank receipt next monday, it will be better and it will not delay anything. Thanks for your support in advance.

I am glad if we could communicate with each other on the phone, but maybe it is late in the night in your country and please call me at your convenient time. （确信通过 沟通一下，客户肯定会付款。之前由于我的猜疑浪费了太多时间）


Thanks and Best regards,

Jenny

2月2日客户打了我们公司的座机，开始是我同事接的，客户自我介绍后，直接问道：Which company？（看来他打电话的目的就是为了探探我们是不是骗子公司），同事告诉他之后，他才说我要找xx。接着就电话聊了了十几分钟，他把合同里所有的内容都和我确认了一番，包括PI里产品参数，金额，数量，就连PI No.也确认了， 看来客户不是第一次做进口业务，极大可能是第一次做业务吧，考虑到这些，我就想着该把接下来的程序简单和客户说下，包括给他发票，箱单副本，以及告诉他货到后DHL公司会主动联系他，让他配合DHL清关，让客户不要担心之后的操作过程。并且告诉客户： Please do not worry about anything, we would follow up your order closely and make sure everthing goes smoothly, for this is our first cooperation ,we would take it seriously. 最后不要忘记say：thanks for your call, glad to talk with you on the phone.
听的出来客户非常满意，说第二天一早会立即付款。
电话沟通后，赶紧发个mail记录给客户确认（这点福步上的前辈们也是经常提到的）：

Hello, Jone

Many thanks for your call. I am very glad to talk with you on the phone.

Everything seems all right now after our many times communications. Please find below our records about our talk on the phone:

About the Proformal Invoice,
a. The proformal invoice No. is xx.
b. The total amount in the PI is xx
C. The account name is xx

About Transportation,
We would inform you the DHL tracking No. after we deliver the goods to you, you can track the goods on the DHL website: http://www.dhl.com
We would follow up your order closely to make sure everthing will go smoothly.

Commercial Invoice and Packing List,
We would send you the scan copy of the commercial invoice and packing list by mail, maybe you need these documents to do custom clearance. That is a simple thing, the DHL company in your country will call you the goods have arrived in your country and advice you how to do. After this, the DHL compay will deliver the goods to your address.


We would prepare the goods for you tommorrow once receipt of your bank receipt and deliver the goods to you on 8th, Feb(6th, 7th is our weekend).
You could send us the PI with your signature and bank receipt by fax or by mail. Our fax xx.


Sincerely yours,

Jenny

2月3日收到客户回传底单;

客户居然在我们中午的时间发过来传真，给我的感觉总是一直在努力配合我们，等我们上班时间联系。（如果真的是这样，哪里去找这么好的客户 ），收到底单后，立即给客户mail，告知马上安排生产，让客户放心，进一步增强客户的信任。

PS:客户给了钱，一般都想在最短的时间内收到货物，直到真正取到货才会放心（这也是人之常情），所以我们不能在告知收到款，安排生产后就突然一下失去与客户的联系，尤其是货期比较长的，建议可以适当的告知客户备货情况，让客户觉得更加“有形”。相对于客户对货物的”看不见，摸不着“来说，你简单的一个信息会给他带去很多心里安慰。（千万不要觉得麻烦，没必要告知）

Hello,Jones

Well received your payment. We would let our Production Department to prepare the goods for you immediately.

We would inform you the DHL tracking No. after we deliver the goods to you, the shipping time is on 8th, Feb.(Next Monday), but we would try our best to deliver the goods to you earlier.
（即使客户没有提到要快递单号，发货后最好还是告知客户）

Jenny

2月4日：在准备产品的过程中发现一些问题，原因是我的粗心大意。（在和客户确认产品参数的时候一定要仔细 ）

Hello,Jones

We had prepared the goods for you already, maybe they will be ok on 6th.

There are 2 things need to confirm with you.

One thing is: the measurement unit of the xx. You need the unit can be switched between lbs and Kg. We just find that if the total weight is 120,000lbs, our xx could not display 6 digit, xx only can display 5 digit, it means that 120,000lbs will be displayed as 12000lbs. But if by Kg, we could display them well.

We have 2 suggests:
One is, if you do prefer unit conversion function, could we use kilopound(KIP) instead of pound display for the xx? Does it a common unit in your country?
Or could you inform us which unit you is more suitable? The other one is, we do not use the unit conversion function, just display the weight in Kg.

We do not change the measurement unit of the xx, it still be 20000lb per each, just find the problem about the unit of the xx. Please inform us your comment.


I should find this problem at earlier, sorry for brought any inconvenience to you.

Waiting for your reply.
Sincerely yours,

2月5日：

Hello Got your email,please send xx to read in kg. only. My company name is not registered yet, please send components to me Jones "Agriculture purposes" as I am also a farmer,and there is no duty on xx for farmers. If you have any more questions or concerns please let me know as soon as possible.
（客户是个人并不是公司采购，难怪这个order会谈的这么曲折 ）

在货物到达当地等待清关时，最好先通知客户，让客户主动联系当地DHL或者TNT配合清关，以便可以尽快取到货物。


nents to me Jones "Agriculture purposes" as I am also a farmer,and there is no duty on xx for farmers. If you have any more questions or concerns please let me know as soon as possible.
（客户是个人并不是公司采购，难怪这个order会谈的这么曲折 ）

在货物到达当地等待清关时，最好先通知客户，让客户主动联系当地DHL或者TNT配合清关，以便可以尽快取到货物。