发了开发信没反应？试试这样打电话，开发效率提高200%（附10组话术模板）

邮件可以开发客户，打电话同样也能开发客户！今天我们的主题就二个部分，一个是怎么给外贸客户打电话，另一个是怎么用电话开客户。
 
 为什么要打电话？
   
打电话比起发邮件的好处有很多，例如让客户听到我们的声音，感受到我们，加深印象；快速了解客户情况和需求点，与其猜测客户心思不如拿起电话；判断客户感兴趣程度，探寻合作可能性；与客户沟通更顺畅。
 
先看下以下这几种意外情境的口语表达
 
1.如果客户说的快我们听不懂怎么办？
can you speak slower? Sorry I can’t catch you.或者自己放慢语速，客户也会自然的慢下来。
 
2.如果客户说的声音太小我们听不清怎么办？
can you speak louder？Sorry I can't hear you.或者sorry？或者pardon?
 
3.如果信号不好，我们需要用什么英语说呢？
如果断线：I am sorry we got cut off.
信号不好：Can you hear me? Hello? I think we have a bad connection，let me call you back.
 
 打电话之前我们要做的
   
Tips: 所有电话之前最好跟客户有发过询盘开发信，以便能获取更多信息。
 
准备事项：
 
整理一天要打的电话，最好直接按你的客户表格进行筛选，二八法则（重点客户到次要客户，按国家时间顺序），刚开始一天要准备打10个有效电话，一星期跟进出至少3到5个意向客户才能保障后续成交的概率。
积极的心态。
笔，纸。
清楚打电话的目的，对于开发信电话我们的目标是什么？
 
打电话的目标一般有3点：确认这个客户是否为准客户？是否有意向？确认客户用量也就是价值。
 
其它附带要知道的是负责人的名字，邮箱，产品细节，不要怕听不懂，只要引导客户说你想要的答案就行。
 
Tips: 恐惧会随着电话量的增加，让你一个月后不再害怕，没有什么特别的，就是熟能生巧。
 
 针对不同情景开始打电话，不抗拒类型
   
情景一：不知道信息的客户，只是写了开发信的终端使用商并没有回复，客户友好的配合
 
A: hello, good morning, this is Cassi, I find you from your website, may I know are you the manufacturer of stone products?
客户：Yes
 
A: That's great! So What's your name pls?
客户：Sarah（如果没听清客人的名字，可以问她can you spell it please? S for Sorry, A for Apple, R for Red, A for apple again, h for hello, right? ）
 
A: Hi, Sarah, do you make silicone molds for your stone products?
客户：yes, why you ask? （第一个目的达到，确认准客户, 如果客户不是你的准客户，那么你可以说sorry for disturbing, bye就可以挂了）
 
A: Sarah, actually we are a professional manufacturer of silicone rubber in China ,关键句一初级阶段if we can provide you good quality but better price,  would you like to have a try?
(可自己替换更吸引客户的术语，进阶段第二种表明身份的话术And we are the supplier of the biggest artificial stone manufacturer in Malaysia&Korea;
now, if we can provide you good quality but with better price, would you like to have a try?
进阶第三种表明身份的话术our silicone has long shelf life for more than 15 months, nice quality but with better price,  would you like to have a try? ）
客户：Why not/ OK. （第二个目的达到，确认有意向）
 
A: Tks for your interest, Sarah, ok, in order to recommend you the best suitable products, may I ask you few questions on the phone?
客户：OK
 
A: How many silicone you use per month? (如果客户不知道每月的那可以问他每年的or do you know how many you use per year? ）
客户：Around 1000kg （价值确认不错，所以最主要的几个目的达到了，如果量小的话就跟客户说Thanks for your info, if so I think you can just stay with your local current supplier, bye bye~）
以下确认其它细节问题，如果对于数量和产品细节问题客户在电话里都回答不出来，那我们就说It's ok, I will send you an email , can you check with your production manager and reply me?)
A: OK, may I know what hardness of silicone you are using now? Such as 30A, 35A? （尽量给客户选择题节省客户思考的时间，你也容易懂）
客户：35A
 
A: How's the mixing ratio such as 1:1 or 100:3?
客户：1:1
 
A: OK, Sarah, thanks for your information, I will send you details by email. BTW, did you import from China before?
客户: Yes (如果客户说No， 则可以问：where do you buy? Local market or USA or others?)
 
A: Oh, that's great! Which city? SZ, DG or others?
客户：SZ
 
A: Ok, I see, Sarah, so you are in charge of the silicone, right? （问下客户是不是负责人）
客户：YES
 
A: info@xxxx is your email?（确认下邮箱）
客户：Yes
 
A: Ok, thanks, nice talking with you on the phone, I will send you an email, wish you a nice day, good bye then~
客户：Ok, bye
  
情景二：写开发信有回复的终端客户，但还不知道意向的，客户友好的配合
 
A: hello, Good morning, this is Cassi, are you Mr Mike?
客户：Yes
 
A: Hello, Mike, I just received your reply that you are the manufacturer of stone products,may I know do you make silicone molds for your stone products?
客户：yes（第一个主要目的达到，问题尽量引导客户说yes,让他不那么抗拒）
 
A: That's great, Mike, actually we are a mainly manufacturer of silicone rubber in China for many years, our product   quality is similar with Dow Corning and Smooth on, but price is much better， would you like to have a try?
客户：Why not? （第二个目的达到）
 
A: Tks for your interest, Mike,  in order to recommend you the right product, can I ask few questions? Just takes you one min.
客户：OK
 
A: OK, thanks, how many kgs you use every month?
客户：I am not sure
 
A: Then how about one year?
客户：About 2 tons （第三个目的达到，接下来产品信息就是锦上添花能问到多少信息就算多少吧）
 
A: Ok, Mike, got it. What's the hardness you use? Such as 30A or 35A?
客户：30A
 
A: How about the mixing ratio such as 1:1 or 100:3?
客户：100:3
 
A: ok, Mike, tks for your info, email will be sent to you in 5 mins, pls check and reply me, ok?
客户：OK
 
A: Good, so, nice talking with you, wish you a nice day. Bye bye~~
客户：Bye

情景三：不知道信息的贸易商，只是写了表明身份的开发信，客户友好的配合
 
A: hello, Good morning, this is Cassi, I find you are selling rtv silicone for mold making, right?
客户：Yes （第一个目的达到，确认是准客户）
 
A: Are you in charge of silicone rubber?（问客户是不是负责人）
客户：Yes （如果客户说NO，那就问他who is in charge ……）
 
A: Great, may I have your name?
客户：Tony（如果不愿意说名字就直接表明身份）
 
A:  Ok, Tony, I've sent you an email for our products before, actually we are a manufacturer of silicone rubber in China, our product quality is similar with Dow Corning and Smooth on but with better price, would you like to have a try?
客户：Yes, I've looked your email, pls tell me your price(第二个目的达到，对我们产品感兴趣）
 
A: Tks for your interest, before I quote you price, would you kindly answer me few questions on the phone about the product? It just takes you one min
客户：OK
 
A: Thanks, May I know how many kgs you sell every month?
客户：Well, like 500kgs (第三个目的达到，知道客户的用量/实力）
 
A: ok, what's your best seller? Such as 25A or other hardness?
客户：25A
 
A: May I confirm your email address is info@....???（确认下客户邮箱）
客户：I often use tony@...
 
A: Ok, got it, T for tiger, O for orange, n for Norway, Y for yellow at ….（如果不确定，可以这样给客户确认下）
客户：That's right
 
A: Ok, Tony, tks for your information, I will send you details by email in 5 mins, pls check and let me know your further idea, ok?
客户：OK, that's fine
 
A: Nice talking to you, Tony, wish you a good day, good bye~
客户：ok, bye~~~ 
 
对于客户带有拒绝性的对话的回复技巧

情景一：有固定供应商
 
客户：no, I am not interested. I already have a stable supplier. （说有稳定供应商，至少确认是准客户）
 
A: That's ok, I understand, I just want to share you more information time to time by email, ok?
客户：No
 
A: Can I have one last question?? (如果回答YES只要在前面接上that's great, tks)
客户：OK
 
A: How many kgs of silicone you sell /use every months? （这个问题那么重要是因为要看花多少精力在这个客户身上）
客户：1000kgs
 
A: OK, tks for your information and wish you a nice day, bye bye
客户：bye
 
情景二：如果前台不愿意转电话
 
A: Good morning, Can I talk to Tony?
前台：Who's this?
 
A: Cassi from ABC company.
前台：Sorry, Pls send him email.
 
A: Tony knows me well, and I have sth urgent to talk to him. （或者说要给他确认样品细节信息）
前台：Ok, I will put you through.
 
情景三：我现在有点忙
 
A: ok, so when are you free? I can call you another time
客户：Tomorrow
 
A: So, 10 o'clock tomorrow morning, ok? （跟他另外约个时间）
客户：Ok
 
A: in fact I've emailed you before, and understand you must be very busy, so I called and it just takes you 1 min, ok?
客户：OK （不抗拒就可以继续聊下，如果客户说NO， 那就另外的时间再打）
 
情景四：我还要和领导商量一下
 
Ok, may I know what's your mainly concern now? Such as demand, price or others?
 
 客户打电话过来不知道说什么怎么办？
   
陌生电话
 
A: Hello?
A: May I know who's speaking? /who's on the phone please?
A: Did we contact by email before? （如果客人说yes，就说OK, What's your email address pls? 如果客人回答no，就直接下一句, 然后在快结束电话的时候问邮箱）
A: OK, what can I help you?
A: 接着确认信息：用量，想要什么产品，有没有从中国进口过, 如何知道你的联系方式的
快结束时候
A: ok, I got it. I will send you details by email, can you tell me your email address?
A: Is this your mobile phone? Do you use whatsapp?
A: OK,  let's chat on whatsapp/ let's contact by email then, thanks for your calling, good bye.
 
老客户打电话过来
 
A: Hello?
A: May I know who's on the phone?
A: Oh, Marcin, how are you?
A: Tell me what's the matter