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做外贸一年了，风风雨雨，经历了很多，同时在平时也喜欢总结和提炼。现在越来越体会到邮件回复的质量好坏直接影响到客户对你的信任、兴趣，以及下单的可能性。现举自己的一个实例，和大家讨论下，希望大家多多指正。 正题。 举一个最近我和一个澳大利亚客户的回复邮件来分析。 此客户是我直接打电话找到的，后来直接要的director的邮箱，然后给他发，发了前几封一直没有回。后来又给他打电话，让他看下邮件回下。 前面的几封邮件来回就不写了，现在举例说下最近的来回几封。 给他寄了样品后，他这样回复的。外加分析。 Hi Felix, I received your samples this afternoon, I am a little concerned with the Thickness of the Board of the Uncoated stock, the 250GSM + 18PE seems not as thick as what we use which is 363μm whereas your samples are 330μm, this will mean we will need to jump up to 260GSM +18PE. （收到样品，首提质量有点问题，一般这样的客户，见得蛮多，最好就是耐心的按照他的回复，给他一个台阶下即可。其实他对我的产品应该很感兴趣。对于他这么说的话，我会回复：合理范围之内的误差是可以有的，对于这个问题，我会向技术部门反应，在给你生产时会注意增加厚度） I am happy with the Clay Coated quality again the Yield is less than the current stock, also the Quotations were lower than today's quoted prices, why is that? When you called me on the phone you indicated that you would even do better than these prices, yet your quote today is already higher.（上面是说你的产品有点问题，给这时候做铺垫，来要求降价格。对于他这么说，我回复：你的规格太杂，量少，增加了我们的分切费和人工费。其实我们给你的是最优惠的价格） Please note Felix, I am a major Paper Cup Manufacturer and growing very fast, our next expansion will be 2 sites having 70 Cup Forming Machines in each site, I cannot start a relationship with a supplier then changes occur after we commence.（极力渲染自己！！ 表明其实他对我们的产品很感兴趣，而且价格也在他的预期之内。以量来诱使我降价，呵呵，小看我们了。对于这点，不理他，直接过掉。） I need a stable supplier of my paper and more importantly one that stands behind his products as we do, I currently buy xx Board from the Agents in Australia but the Mill sends me the Invoices directly, without me requesting any credit, they extended the offer to me for 90 Days from Departure date Taiwan. I believe this would only be offered if the client is a valuable and honest client.（这边又说自己狠使供应商信任，别人给他的付款方式很好。一个目的：要求好的付款方式。其实也是无谓的挣扎。说的没底气！！我的回复：很明白你在澳洲的实力，信任的建立需要一个过程的。对于我公司来说，第一次合作我们还是坚持我们的付款方式的。以后合作久了，可以给你LC 或者DP等） What I need from you Felix is how you plan to take care of our supply and what guarantees do I have if you ever send faulty paper or wrong sizes etc... As you know these issues are very difficult to handle from a distance.（还担心质量问题，我们的质量从没有过问题，他也知道我们公司的实力的。他这么说，其实也是很没底气的，只是为他的降价和付款方式请求作支撑。我回复：我做纸贸易“5年来”，其实我也就1年。哈哈，从没出过问题。我们公司有质量客服部，如果出现质量问题，确认后会赔偿。） After you respond to my questions, I'd like you to review your prices and send me a Proforma Invoice with your best rates for CIF MELBOURNE for the items I requested yesterday, this will be my test run and I hope it will be the start of a very long and strong relationship. （迫使我降价，让我看着办。他这意思，只能给他降点，给他点台阶下，无论多少他都会同意的。我回复：降10美金，同意发PI，确认订单。希望长期合作） Best regards, John 我的回复如下： Dear John, Thanks for your kind reply. 1.For the thickness of the board of uncoated stock, as you said, our value is 330um and seem not as thick as what you use now. Yes, it is true in theory. However, you missed one point that deviation is very common in specation sheet. It can be well accepted as long as the deviation is reasonable. For this matter, we will send your feedback to the Technical Department. Once produce for you, we will improve the thickness on the PE coating in due course. 2.If what I remembered is right, as we talked on the phone before, you told me the DDU price for C2S PE was 1480USD/MT and C1S PE was 1375USD/MT. The price we offered to you was little lower than your target price. To be honest, this price is very competitive. Firstly, the size of order you will place is very distributed, and the qty is very small, that is to say, it will increase our cost. Secondly, like the bottom paper, 45mm.. it will raise the cost on cutting and labour. 3.We are very clear on your requriments, and also we know you are very successful on paper cup making in Oceania. Yes, trust is alike the gold, which also can keep the size after the smelting in the fire. As you know, the establishment of trust needs time. It is a slow process but be patient. Thus, we sincerely hope our cooperation is long term and mutual benefitial. For us in APP, the payment term we insist would be strict for the first cooperation business. We know you also can understand. For the customers who cooperate with us for several times, we definitely give them a good payment term, for example, L/C and D/P. In fact, for this order, the qty is very small, so we think it is not essential to do L/C 90 days or D/P 60 days. 4. For my personal, I have been doing paper export for nearly 6 years, and it never happen the such things, as you said, faulty paper and wrong size. Quality is our life. If we can not hold that, our APP can not do the long time business in the world. It is our misson that we must be responsible for our quality to customers. By the way, in our company, we have the professional department, which deals with the customer's complaint. Once occuring the problem of quality, after our confirmation, we will compensate for customer. Today, though we have quoted a competitive price to you, for our long term cooperation, we still negotiated with the Lamican(our PE mill), and we can reduce 10 usd/mt on the each item on CIF price. On this price, we can handle it finally. If you agree, we will make the PI and kindly pls send us the PO(Purchasing Order) for the confirmation. Hope our long term cooperation, -- Sincerely, Felix Liu 总结：对于客户的邮件，对于其心理和定位的揣摩很重要，抓住他的心思，各个击破，就能拿下他了。呵呵，大家多多交流，有不足之处，请指出。 |
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