常见的竞争问题及回应例子: 最常见的样品费很贵
Sample运费贵是最常见
样品运费很贵是最常见的例子，这种情况的回复技巧应该是尽量让它不发生比较好，当别人已经对我们产生了贵的印象，去扭转不好的印象总是事倍功半，甚至于我认为会花费三倍力气以上。
看看一下，这个年轻人不加思索的询盘回复案例会怎么样？
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Dear Nick
We received the quote for # S01070981 Is this your most popular item of this type ?? Or, do you recommend a different variety?? We will be ordering these in Jan to arrive in April to zip code # 46250 Please quote this project out for that delivery schedule for 1000, 2500 and 5000 Also, Please send one working sample to us now for client review
Cheryl
—–Original Message—– From: 广亮 To: CKN14@ Sent: Mon, 3 Dec 2007 12:40 pm Subject: quotation /promotions Nick from China
Dear Cheryl
This is Nick from xxxx, I just called you,thank you for your mail. i have checked with our factory, this type is quite good to keep the balance between price and quality,so it is very popular during our business.
also, i will arrange the sample to you, can you give me your Express No.according to the regulation in our company, our customer should afford the delivery cost. also, is that ok that i send you the sample at random.is that ok? because you haven't give more detail information.
the final price is in the attachment. do you have skype or something, we can discuss the details more directly. if you hav any question, please let me know.
At last, i want to confirm that your final location is INDIANAPOLIS, is that right?
looking forward to your reply.
best regards
Nick
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Hi Nick
We have new computers here today and I am still having trouble opening the quotation,could you please send it within the email ?? or send it with the samples. I need pricing for 1000, 2500 and 5000
Please send the sample to me UPS R 513 V2 or FedX # 232 xxx xxx
ps. (Pingline is offering free freight for all orders placed in Dec)
Thank you
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Hi Nick
I just received and was able to open the attachments. Yes the car is cute and we would like to show it to a different client. We do not want to pay $ 50 for shipping.
That is too much for samples. Dont you have a warehouse here in the US ??
Sorry
Cheryl
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Dear Cheryl
Thank you for your mail, we have our marketing team in LA, but the products are from China, so we have to UPS to you, and when the samples arrived, you can pay for the UPS yourself, i have checked with the UPS, the accurate price would be 30 USD, if you have any agreement with your UPS, it would be cheaper. what do you think about that? please let me know, my friend.
Best Regards
Nick
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Dear Nick,
We are concerned about the cost of the shipping. Not just the sample but for the entire order. We cannot bill the client $ 1000 for shipping when there are companies here that will only charge them shipping from Ca.
Thank you for your help, but we cannot pay these high shipping costs.
Best Regards,
Cheryl
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Nick Chen 提到:
Dear Cheryl
Thank you for your frank reply; I think you have noticed the details for shipping price,Freight Customs Inland transport cost, so it beyond our ability to control the shipping cost.
I think the vital part is the final price, and that is the most important thing your client concern about. What do you think about the final price? my friend.
Your prompt reply would be highly appreciated.
Nick
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我看Nick 他回盘对话一直在纠结运费，于是给他一些提示。当客户有拒绝的意思的时候，必须马上的处理，排解疑虑。
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—– Original Message —– From: David To: Nick Chen Sent: Thursday, December 06, 2007 11:46 AM Subject: Re: Wireless Optical Mouse
Nick,
人家已开始拒绝了，但回了你二次，可是你依然停在运费上面。他要的东西几乎都是从中国运过去，所以运费本身不是问题的，而是出在Samle的运费上面，让人家觉得想看一下样品的成本很高。你并没有解决客人的问题，但给了你二次机会。我猜下一次他就不会理你了。
David
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Nick Chen 提到: hello David
我已经收到,我现在在考虑给她寄样品.但是我还是觉得对方在运费上面如果谈不拢的话最后估计还会有问题.我今晚给他电话.
Nick
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你可以看的出来，我的提示没用，他可能没听懂。估计样品的学问还没学头，这种情况短短几句话没办法让他清楚。
如果我们听力足够会读询盘的话，就会清楚客户现在的状况（场景）。我们必须与客户站在同一场景对话效果会非常的不同。
询盘阅读分析在进阶答案里面。
少了这层观察所有的处理情况就不一样了，如果是我的回复对话情况会截然不同。但如果顺着这个案例的对话逻辑，本案已经发生了运费贵的被拒绝情况，往后的重点就要放在客户关系上面，放在提升价值上面，而不是纠结运费的去强求这一案能不能成交(以客人的利益出发)。这是你再去谈时的重点。不要去否定人家目前的看法，解释经常会造成否定别人的意见，而他是客户，常常否定客户的意见会是什么下场？
- 若他能在当地买到”一样”的产品，你就不要硬想去做成，但别忘了做些教朋友事情即可。
- 重点在于如何的协助他拿到案子，你能清楚他的状况吗?
- 到底跟我们买的好处在那里?告诉他，他目前根本就不清楚。
- Tracy（组长）此时若能出手，可以得到更好的客户印象。 (留下我们是团队的印象，安全多一层的印象)
- 留下对我们的好印象，远比强要去做此案来的重要。 (以退为进)
- 你之前的提案已被否决了，就要试着去找其它的可能性，千万一直去强辨自己的提案是好的。
在这种已经被拒绝的情况下我的回话方式，给你参考：
It's so bad that I could not help you on this project, if you can buy THE SAME product at local.(承认客人观点，不要去辩，暗示不同质量是不同的价钱)
Normally our advantages are providing client variety, new fashion and new style products which can help client to increase the competitions.(说明及提高我们的价值) I hope can do that for you in the future.(拉到其它的合作机会)
I have many experiences on “Cute”, “Wonderful”, “My client love it.” while some other clients got my samples ever. It's really an advantages of our services. (暗示他:你不做，但别人都做了，可能会拿不到案子噢!但不能有任何一点威胁的语气)
If you need some cute products, please let me know. I can send you some photos or try our web site at xxxx.(用试一下本案还有没有机会，再试一下网站可不可以改变客人的想法，改一下其它的东西)
Hope ……..
David
回盘是个引导，要尽量避开拒绝的发生，我们早知道会有不好答案的情况，就要慢慢表演的处理。
还有我们可以计算运费在整个项目里面所占的比例，这样可以估计客户他认为拿到项目的把握度。如果客户的把握度高，他会想办法跟我们协商下去或者自己就付钱了。如果客户一直在抱怨运费，表示他根本没把握拿到项目，我们也不需要太去陪公子读书，可以用软钉子来回复客户 就好了。
所以我的建议作法如下
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