外贸交货延期的话术,都在这里!

2024-01-19|28次阅读|开发技巧

面对交货延期,客户着急无法如期收货,我们也担心失去这个辛苦开发得来的客户。
 
但外贸工作本就是充满着不确定性,各个环节稍不注意,交货延期的情况就可能发生。在这时,能否取得客户的信任至关重要。本期我们就来看一下面对不同交货延期情况正确的应对方法?


 
第一种情况:即将交货,但尚未开工
 
比如这个客户上来就问:“Please inform at what stage of the production the Goods according to Specifications No.10? When will be the shipment?”
 
客户原定于12月10日发货,但距离交货期还有一周的样子,客户给我发了这样一封邮件,但实际是当时工厂还没开工。工厂回复说比原定的时间延期了3天左右。
 
回复客户时,我是这样说的:“We regret that we are unable to send the XXX as scheduled. The demand for this popular item has exceeded our expectations, and our stock is nearly depleted. Sorry to inform you late, but we promise to expedite the delivery around 17th Dec. We apologize for this inconvenience.”
 
前面工厂虽然说要延期3天左右,但在我们回复客户时要尽量多的预留出些时间。同时盯紧工厂尽量保证其在工厂规定时间内出货。提前出货虽然无法消解客户延期的火气,但也可以收获客户的好感。
 
几天后客户回复:“Ok. Keep in touch. Thanks in advance for the answer!”
 
由于延期时间不是很长,客户还算比较好沟通。后面只要我们能按期或提前出货,后面客户回购的机率还是挺高的。
 
第二种情况:交货延期较长
 
按照第一封邮件回复的思路回复后,告知客户交货要延期一个月左右的时间。客户回复了这样一封邮件“This period does not suit. We made a prepayment at the end of December, a month has passed and you still haven't even made them? We would like you to think about how these XXX. will be in Moscow on March 15. Otherwise, we will be forced to simply purchase XXX from others.”
 
我们先来分析一波客户的这封邮件。客户有没有可能再向别人购买,答案是不可能。为什么?


 
原因有两方面:一方面是定金已经付过,另一方面是从新下单的交期和价格无法保证,但肯定要比这单慢。
 
所以客户没有选择的余地。客户通过换供应商的方式吓唬我们,看我们能否按期交货或者延期时间缩短。
 
掌握了这些,我们下封邮件的内容就不要再大篇幅的解释延期的问题。而是以安慰和提出解决方案为主。
 
“Dear XXX,
 
I hope this message finds you well. I sincerely apologize for the delay in delivering your order. We understand the inconvenience this may have caused and want to assure you that we are actively working to resolve the situation.
 
As a gesture of goodwill, we would like to offer you [补偿内容]. Additionally, we are expediting the processing of your order, and you can expect it to be shipped by [新发货期].
 
We appreciate your understanding and value your business. If you have any further concerns, please don't hesitate to contact us at [联系方式].
 
Thank you for your patience.
 
Best regards,”
 
最终,客户同意了我们的补偿方案和新的发货期。
 
外贸工作中要想避免交货延期的情况,最有效的方法是跟单业务员要多和工厂保持密切联系。时刻掌握生产进度,并对产品实时抽检。这样即便出现问题也可以第一时间了解事情详情,进而做出应对。


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