[询盘案例库]要求证书的客户,注意提供替代方案

国家:德国
产品行业:五金
买家询盘: Hello xxx,I have a Sale
and Delivery company in Austria, Europe and your product is interesting. I am
interested in ordering a first batch of your Tiffin boxes. please could you
give me the following information:lease
quote for 3000 pieces:2
layer – price per piece3 layer – price
per piece4 layer – price per piecePlease quote
for 7000 pieces:2
layer – price per piece3 layer – price
per piece4 layer – price per piecePlease quote
for 10000 pieces:2
layer – price per piece3 layer – price
per piece4 layer – price per piecehank you for
your time and I look forward to your reply. also can you send a sample to be sent to check
quality? Best regards
供应商回盘:Dear
XX,Thank you for your feedback,and i’m
glad to hear that you are interested in our product.To provide you a good quotation, we need to
confirm the following details, 1. Does the tiffin box need to pass any test?Such as FDA,LFGB and etc.2.
Do you have any requirement of the material?Is S/S 201 ok for you ? Detailed
information will be sent to you the moment we get your confirmation. Thanks for
your time. 客户第一次回复我如下: Thank you Cassie for your quick reply.Please use S/S
201for you quote and the boxes will be used in Germany and Austria so will need
the LFGB food Contact test.I look forward to your Reply.我同时又回复了: Thank you for your email.
With ISO high quality but very competitive price ,our stainless steel
tiffin box is best -selling insoutheast
Asia,which not require to pass any test.
While in order to pass LFGB,we need to use other high quality material
,but the price maybe higher to some extent.how do you think about it ?Enclosing is the photo of tiffin box for your
reference.Detailed quotation will be
sent to you after above information is confirmed. I look forward to your promt
reply.Thanks and best regards,Hello Cassie, 客户第二次回复: Hello Cassie Did you recieve my email about the spec of the Tiffin
Boxes? I have said it would need to be up to the German Food Standards and also
that the S/S that you suggested is OK for the quote. 我回复: Thank you for you
email.A i said,this tiffin box has not got LFGB certificate now.We can useS/S 304 for
this product,and we assure this can be up to the German Food Standards .If necessary,we can
supply you sample for you to test.后来客户要求我们寄样品过去检测,但是由于这种材料的需要定做,目前没有。所以我就回复如下 Glad to contact you again! Wish you have a good Monday!Have you kindly check my offer about the
stainless steel tiffin carrier? Hope they are workable for your market! Sorry
that we still don’t receive any information from you. I would appreciate for
your any comment about our offer, including price, quality, sercive. No matter
if it is positive answer, It is great help for us to meet your requirement. Waiting
for your reply soon! 后来我发了两封邮件给客户,客户没有没有我

点评:
询盘分析:客户的需求非常明确是一个高质量的采购询盘,对产品有详细的要求,因为是德国的客户,对于产品的质量相对要求也比较高,整个询盘和回复体现出德国人那种认真严谨的态度。
德国商人一些特点:1)德意志民族是一个讲究程序的民族,在德国,一切事物都被事先安排得井井有条;2)严肃认真,不苟言笑,具有强烈的实事求事的意识,注重实际,不尚浮夸,讲究内在质量;
3)公是公,私是私,公私分明,比较注重礼节形式;4)认为晚上是私人时间,讲究效率与质量信誉,签约之后,就绝对会履行,十分珍惜自己的商权

回盘分析:
联系几封邮件一直在纠结一个问题就是德国标准的LFGB,其实你要告诉客户是你是否有这个认证,如果没有你是否可以申请这个认证,其他关于这个认证价格和提高材料质量至少在前期都不是客户关注要点。你需要做的就是根据客户要求提供一个合理报价,并在报价中告诉客户为什么高。询盘回复最佳方案是告诉客户能够做到还是不能做到,做不到替代方案是什么?

回盘思路建议:
1.收到客户询盘后,我的做法是第一封邮件不会直接给客户报价,先查下客户背景,与客户确认所需求的产品材质及产品其他等要求。
2. 主动告诉客户你们有什么证书或者你们的优点,不是被动的讲。当年确定没有这些证书,你要给出你的替代方案,而不是一味的解释。
3.关于报价,一定按照客户的意思,根据客户的采购量不同,报出不同的价格。另外如果有不同材质的产品,也可以根据不同材质报出不同的价格,让客户自己选择。
4. 客户的问题,比如是否能提供样品,回复的时候一定要回复全。不要让客户觉得答非所问。
5.再与客户沟通的过程中,一定要站在客户的角度考虑问题,如果换做你是客户,你收到这样的回复会是什么感受。

—–精彩点评来自 Lydia liu 老师

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