外贸电话开发客户技巧之天龙八音：拉，旋

面对客户的抗拒的僵局，通过设计问题把客户拉回谈判中，扫除客户心理障碍。
我们外贸业务员遇到客户说下面几个问题的时候常常容易发懵，不知道怎么和客户谈了。
比如遇到客户说：Your price is way out of line.
或 Your price is too high.
或Our target price is XXX(比我们的报价低一半)
或We really are satisfied with our current supplier.
这时候客户可以随意开价，他们可以不关心我们的生产成本，不关心我们的工作是多么的艰难。
我们这个时候就不要和客户纠缠到价格上，我们需要找出客户选择供应商的条件，他们喜欢现有供应商的什么，不喜欢什么，什么时候有可能更换供应商。
（客户选择一个供应商不完全取决于价格，因为价格很容易调整）
我们通常都会问客户寄样品的事情，比如：
业务员: Do you need some our samples for testing?
客户: I’m not going to do something that quickly unless your samples and delivery charge are free.
这样的情况我们往往会判断客户没有诚意，或觉得客户实力不行而放弃接触。
客户其实是有意向购买或者有意向谈这个产品的生意,但是他不太着急，他的现有供应商也可以提供。
（如果产品体积不太大，价值不太高，我们可以采取邮局航空小包运送给客户，这个是比较便宜的发样方式）
可以和客户说：
We can supply some free samples to you and we will pay the delivery charge.
Could you tell me what you like about your current supplier’s product and service?
这样即可打破僵局，并能获得客户积极的反馈，告诉你关于他目前供应商的情况（虽然不一定全部是真的）

碰到客户说已经有稳定的供应商的情况
情景1
客户: We’ve used the same supplier’s products in our data center for 3 years. We see no reason to change.
业务员: Oh (暂停一下). Tom, you said you’ve been using the same supplier for 3 years.
What initially prompted you to go with your current service when you made that decision?
这样提问，客户会告诉我们一些影响他选择供应商的关键性问题（价格不一定是决定性因素）

情景2
业务员: Can you tell me what you like about their products and service?
客户: They use LSZH material and give us 1 year warranty.
业务员: How important is that to you?
客户: It’s very important to us in the way we do business.
业务员: Tom, what if you found a new company that used LSZH material products that give 2 years warranty?
客户: Oh, I guess we could take a look at that.
业务员: How about if we send you some our products for free one time and we’ll see?
客户: Sounds like a good idea. When can you come by?
这样便可引起客户的兴趣，使其烤率我们作为他新供应商的候选单位。
客户给出了LSZH材质，我们即可知道这类产品价格不会太低，只要做到略高于成本价，价格即可让客户满意。
（LSZH是网络线中的一种高质量材质产品，熟悉产品特性是我们判断客户采购价格和我们给出客户合适报价的重要参考因素）只要我们够专业，客户也不会胡乱和我们砍价。

情景3 一个关于运动器械推销的案例
客户: We’re all set with our current equipment supplier.
业务员: Do you mind if I ask you a few quick questions about your in-use times?
客户提一次抗拒，我们提出简短问题的请求，来拉住客户。
客户: I don’t have time to talk to you.
业务员: Okay, when might you have three minutes that I can ask you about your in-use rates on your exercise equipment?
客户第二次抗拒，我们提出只需3分钟时间了解一下客户目前运动器械的使用频率。
客户: Just send me some information.
业务员: I’m happy to do that and because we handle both free-weight and tension-resistance equipment, I need to ask a few quick questions to send you exactly what would interest you.
客户这个时候比较感兴趣了，我们顺势推荐我们的产品。
客户: Your price is way out of line.
业务员: Well, tell me more about your pricing expectations.
客户第三次抗拒，关于价格太高，我们提出让客户告诉我们他的价格预算范围，稳住客户。获得价格范围后再次给客户报一个接近的价格便可。
客户: I just don’t see us adding recumbent bicycles when we already have uprights.
业务员: I can see where you might think that and I’ve had customers before who thought that way.
They found that doctors are starting to recommend recumbent specifically for their lack of stress on the back.
客户这个时候不仅仅只对我们的一款产品感兴趣，同时另外一款产品也吸引了他。