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【案例】给荷兰客人涨价全过程的聊天记录+心理点评

本来我的目标卖价是0.74/pc,这是公司规定的利润。知道有些难度,呵呵,因为上个单我们0.70/pc也给他出过。但是我下决心还是要挑战一下。谁知到最后我惊喜的发现超出了我的预定目标!
在刚收到对方邮件还没有来得及回复的时候,客人的电话到了。彼此问候了一下,然后他说产品在荷兰当地市场上价格偏高,希望我们这次能给他一个更好的价格。我听了心里咯噔一下,知道客人来者不善哦。
挂了电话以后,马上就要回邮件报价。想起古人说滴订目标时要“取法上,得乎中;取法中,得乎下”。想要得0.74,必须的报0.77!
价格报出去以后,对方公司的业务员马上和我联系,以下是复制的谈话内容:

Sonny:  08:50:15
mr. frank
Sonny: 08:50:41
price has become 0.07 higher than last time
Sonny: 08:50:48
we can not explain such an increase
Sonny: 08:51:28
in order to have this new order for ±150,700pcs.
Sonny: 08:51:37
we need old price = USD 0.70
frank3722: 08:56:41
sorry we can not accept that (决不心软,因为对方只是业务员,砍价刚刚才开始呢。)
Sonny: 09:00:44
what is best because 0.77 is not acceptable
frank3722: 09:01:01
077 is the best price already
Sonny: 09:01:29
how can we explain such high increase
Sonny: 09:01:32
pleas ehelp us
frank3722: 09:02:36
We did the order for you last time with no margin at all !!
Sonny: 09:03:02
we also lost (客人撒谎,呵呵。骗谁啊?你亏本还要做干嘛?)
frank3722: 09:03:27
so it’s for your choice
Sonny: 09:03:50
but 0.07 increase is high, our customer will not accept it
frank3722: 09:04:37
we need it be (坚持中..)
Sonny: 09:05:28
but can you reduce a little
Sonny: 09:05:40
so i can make my boss happy for Christmas
frank3722: 09:06:36
I understand your situation anyway . but I know that our boss will not feel happy if I dare to reduce the price for you
Sonny: 09:09:10
can you split in the middle?
frank3722: 09:09:45
Sorry we can’t
frank3722: 09:10:16
Can I offer you an idea to get rid of your doubt ?(主动避开价格上的纠缠,想另外的办法解决问题)
frank3722: 09:12:06
if you are doubtful with our price , pls feel free to compare with other suppliers
Sonny: 09:20:12
no it’s just we want to keep the business with you (哼说的好听,其实是来不及了,因为我前面电话得知他们从12月24日-元月1日放假。他们的单子放假以后下就太迟了)

frank3722: 09:20:31
Thank you very much !! (当然要表示感谢)
Sonny: 09:21:18
but the differnce in price is high
frank3722: 09:21:30
then I will talk to our boss again and turn back to you tomorrow
frank3722: 09:21:35
is that ok ?
Sonny: 09:22:14
can you please do today (看的出客人很急)
Sonny: 09:22:26
because for some in our office tomorrow is last day of working
Sonny: 09:22:43
if you can check today we have one more day left to get the order
frank3722: 09:22:51
No. Our boss left his office 5 minutes ago (缓兵之计,客人越急,我越不着急)
Sonny: 09:24:25
perhaps, if convenient can you call him?
frank3722: 09:27:20
calling now
Sonny: 09:27:33
ok (y) it might hepl us a lot
frank3722: 09:32:10
What’s your target price ?(让客人看来是似乎是要给老总替客人争取一个满意的价格,实则是摸客人的底)
Sonny: 09:32:16
0.70 (客人当然不会上当,我才不会露出真实的底牌给你呢)
frank3722: 09:32:25
That’s impossible (当机立马告诉客人这不可能!让客人破灭0.70的想法并重新调整目标价位)
Sonny: 09:33:26
please let me know what you can do(这是客人让步的征兆)
(一分钟的暂停以后)
frank3722: 09:34:21
on the phonecall , our boss can not say the price reducing .
Sonny: 09:36:28
but a little…
frank3722: 09:37:31
He allow me to make USD0.01/PC less for you . Pls note that it is special for our long term cooperation .
Sonny: 09:38:29
thank you for one cent, but we think it will not wordk
Sonny: 09:38:31
work
frank3722: 09:38:40
no problem
Sonny: 09:38:47
in order to have a real chance, please confirm USD 0.735(客人终于再退一步,给了我一个快接近我目标的价格)
Sonny: 09:38:55
with that price we might have the possibility(注意客人并不是正式确认哦,谈的只是可能。等于就是对价格0.735的一个保留条件)
Sonny: 09:39:09
(we can explain usd 0.035 to our customer)
frank3722: 09:39:14
pls feel free to compare with ours then you will come back(初尝甜头,继续坚持…)
frank3722: 09:39:37
compaer with others price , not ours, then you will understand ours better
Sonny: 09:40:01
we only want to stick to your company
Sonny: 09:40:22
but such increase of 0.06 / 0.07 is not acceptable
frank3722: 09:40:58
Only in view of the sincerece cooperation we have , we can offer you the special offer
Sonny: 09:41:47
of usd 0.735?
frank3722: 09:42:11
many of vest suppliers buy the reflective tapes from us !! So we can do much better job than them (呵呵,有点贬低竞争对手了,不好意思哦 )

frank3722: 09:42:25
it is 0.76/pc finally
Sonny: 09:43:05
trully with USD 0.735 we can do(用确认0.735的方式来引诱哦)
frank3722: 09:43:37
sorry , it is not possible now
frank3722: 09:44:06
Thanks for your understanding..
Sonny: 09:46:45
USD 0.75, you are the big winner(客人再退一大步!)
Sonny: 09:46:48
please help us
frank3722: 09:47:26
Do you want me to call our boss again ?? I can not do that !!(表示自己对这样的价格很为难)
Sonny: 09:49:13
please help us mr. frank
frank3722: 09:49:14
Ok . Pls understand my situation …
frank3722: 09:50:32
Pls try your best . It is really difficult to me
frank3722: 09:51:47
what a cooincidence , our boss is coming ,I will try to talk to him right now
Sonny: 09:52:05
we are doing our best, please discuss with your boss weather this is acceptable
frank3722: 10:04:15
When will you confirm your order ? (准备收网了,先堵掉客人的退路以免客人回头说订单还没有确定的…)
frank3722: 10:05:21
I did it .(见好就收了)
frank3722: 10:05:59
The price can be 0.75/pc . the payment term is 30% T/T and 70% upon the fax of B/L (先谈付款方式,以免客人信口开河)
Sonny: 10:06:47
20/80 like usuall
Sonny: 10:06:59
otherwise the financial department
Sonny: 10:07:15
will kill me (客人可能对这个价格不太舒服,想在其他方面捞点好处以便心理平衡,呵呵)
Sonny: 10:07:20
and my boss also
frank3722: 10:07:50
no .
frank3722: 10:09:26
Sonny , pls !
Sonny: 10:14:55
i can not do it
Sonny: 10:15:10
20 / 80% like usuall
Sonny: 10:16:14
we have strict rules i can not change them
frank3722: 10:17:36
30% deposit is one of the condition of the price (因为关于价格的最后一次让步是我做的,所以我说付款方式也是我们接受价格的条件之一)
Sonny: 10:24:22
mr. frank i can not change, it’s our companies policy
frank3722: 10:25:37
make it 25% . That’s our bottom line(再次让步为促进成交)
Sonny: 10:26:04
im sorry.. we did that before. but company policy has changed
Sonny: 10:26:32
our financial department only accept 20% / 80% after august 2006
frank3722: 10:26:35
what a pity !
frank3722: 10:26:44
We can not change now
Sonny: 10:27:17
please accept 20% / 80%
frank3722: 10:27:36
We really can not !!
Sonny: 10:27:58
we can not because of company policy
frank3722: 10:28:57
at least 25
Sonny: 10:29:49
like i said mr. frank, very sorry but the financial department will not accept it.(我知道客人其实是可以接受25%-75%的,只是他对成交价格不满意罢了)

frank3722: 10:31:28
I really can do nothing
frank3722: 10:32:32
if we get a big margin ,we may accept it . But we do not . So it is not worth to take the risk of deposit(本来是想告诉客人我们并没有什么利润,让他觉得舒服点。结果说漏嘴了。因为我们公司的产品质量比较的差, 押金少的话风险太高 )
Sonny: 10:33:54
buth why is it a risk?
frank3722: 10:34:26
according to our policy
frank3722: 10:35:05
the deposit should be 30% ,any exception is risk in our eyes(自己都觉得自己是再强词夺理)
Sonny: 10:37:33
there is no risk
frank3722: 10:38:34
I can not get too far away our policy
Sonny: 10:39:06
nore do i…
Sonny: 10:40:07
no risk if pay 20% you will get your money
Sonny: 10:40:16
so please accept 20% / 80%
frank3722: 10:40:35
we can not accept that
Sonny: 10:54:21
for one time
Sonny: 10:54:24
please
frank3722: 10:54:47
sorry ,I really can not do that
Sonny: 10:55:02
25 / 75…
Sonny: 10:55:12
maybe i can convince
frank3722: 10:55:20
25/75 is our utmost
Sonny: 10:57:00
ok ONE TIME ONLY
Sonny: 10:57:16
please confirm your price, and the payment by e-mail
frank3722: 10:57:55
ok
Sonny: 10:58:11
please note this is one time only
frank3722: 10:58:56
pls note that we can not accept any proposal of less than 25% deposist
frank3722: 11:03:45
the email has been done . could you pls check with it ? frank3722: 11:04:02
I am leaving for my supper now . See you
Sonny: 11:04:04
ok
frank3722: 11:04:40
The Christmas is coming , I wish you a Merry Christmas and Happy New Year !!
frank3722: 11:04:52
Bye
Sonny: 12:37:32
yes you too!
下班后,对方公司的老总给我打电话了,大致内容如下:
Peter: “Frank, we got a big problem with your new price .”
Frank :”You know that we always quote you good prices as I did before .For the current price I really can do nothing…”
Peter: “We need the price same as your last order ,which is 0.70 !”
Frank :” I am sorry ,it is impossible. you know that !”
Peter:”Why did you do it last time ?”
Frank: “it’s my mistake .I made a wrong price to you last time .we got a loss in fact ”
……………
Peter:” frank, pls make it 0.73 !”
Frank ,”Dear Peter , I wish I could then we would get no problem for your coming order ”
…….
Peter:” why not make it the middle ? You ask 0.75 and I need 0.73 . Let’s make it 0.74 ..”
Frank:”No..” (这个时候不能降价,哪怕是0.001也不能降,否则他下面的业务员会恨我的。要让他的老板知道他的业务员已经拿到最底价了
…….
最后对方老总终于同意0.75签合同。要求我立刻发合同过去确认。我折回公司加了一下班,把我们的格式合同发了过去。
晚上,又接到了Peter 打来的电话,要求我把付款方式改一下。原来是我把付款方式写成30%-70%了。我请他帮我手工改一下。他同意了。第二天一早上班是发现合同和付款水单已经放在我桌上了。今天早上一大早,款已经到帐了
呵呵,这次涨价成功很大程度上借助于客人对供应商不知不觉形成的一种依赖,不管你的产品品质如何。一旦合作关系形成半年以上,客人对你的依赖就已经产生!如果工厂此时提出一些“合理的”要求,客人一般都会接受。个人意见,聊供参考