本篇：面對外貿突發情況，教你同客戶打好交道。
作為外貿人
我們經常同國外客戶打交道
隨著交流日漸頻繁
難免也會遇到各種突發情況
面對現實中的突發情況
我們基本上先通過郵件聯絡
不同事件匹配相應的郵件表達
不發揮出點水平，咋能搞定老外？
針對外貿人遇到的不同情況
Srar專門整理了各類郵件回復模板
教你提高回復姿勢水平
輕松應對各種突發事件
庫存不多，如何催促客戶下單？
Dear XXX,
Thank you for your inquiry.
Yes, we have this item in stock. How many do you want? Right now, we only have X lots of the X color left.
Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!
Best Regards,
(Your name)
買家頻繁砍價，如何合理回應？
Dear XXX,
Thank you for your interests in my item.
I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.
However, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.
Please let me know for any further questions.
Sincerely,
(Your name)
大量訂單詢價，如何準確答復？
Dear XXX,
Thanks for your inquiry. We cherish this chance to do business with you very much. The order of a single sample product costs $ XXXX USD with shipping fees included.
If you order XXX pieces in one order, we can offer you the bulk price of XXXXUSD/piece with free shipping. I look forward to your reply.
Best Regards！
(Your name)
倉庫斷貨，如何同買家解釋？
Dear XXX,
We are sorry to inform you that this item is out of stock at the moment. We will contact the factory to see when they will be available again.
Also, we would like to recommend to you some other items which are of the same style. We hope you like them as well. You can click on the following link to check them out. Thanks.
Best Regards,
(Your name)
買家希望提供樣品，但公司不支持，如何正確回復？
Dear XXX,
Thank you for your inquiry, I am happy to contact you. Regarding your request, I am very sorry to inform you that we are not able to offer free samples.
To check out our products we recommend ordering just one unit of the product (the price may be a little bit higher than ordering by lot).
Otherwise, you can order the full quantity. We can assure the quality because every piece of our product is carefully examined by our working staff.
We believe trustworthiness is the key to a successful business. If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
買家要求免運費，但公司不支持，如何讓客戶滿意？
Dear XXX,
Sorry, free shipping is not available for orders sent to XXXXXXXXXXXXXX.
But we can give you a XXX% discount of the shipping cost.
Sincerely,
(Your name)
客戶訂單超重無法小件包郵，如何合理解釋？
Dear XXX,
Unfortunately, free shipping for this item is unavailable; I am sorry for the confusion. Free Shipping is only for packages weighing less than 2kg, which can be shipped via China Post Air Mail.
However, the item you would like to purchase weighs more than 2kg. You can either choose another express carrier, such as UPS or DHL (which will include shipping fees, but which are also much faster).
You can place the orders separately, making sure each order weighs less than 2kg, to take advantage of free shipping. If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
關于貨物的海關稅，如何同客戶詳細說明？
Dear XXX,
Thank you for your inquiry and I am happy to contact you. I understand that you are worried about any possible extra cost for this item. Based on past experience, import taxes falls into two situations.
First, in most countries, it did not involve any extra expense on the buyer side for similar small or low-cost items.
Second, in some individual cases, buyers might need to pay some import taxes or customs charges even when their purchase is small. As to specific rates, please consult your local customs office.
I appreciate for your understanding!
Sincerely,
(Your name)
錯過回復最佳時機，如何通過主動打折吸引客戶購買？
Dear XXX,
I am sorry for the delayed response due to the weekend. Yes, we have this item in stock.
And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount.
Please let me know if you have any further questions. Thanks.
Best Regards,
(Your name)
折扣快結束了，如何溫馨提示客戶選擇購買支付？
Dear XXX,
Thank you for the message. Please note that there are only 3 days left to get 10% off by making payments with Escrow (credit card, Visa, MasterCard, moneybookers or Western Union).
Please make the payment as soon as possible. I will also send you an additional gift to show our appreciation.
Please let me know for any further questions. Thanks.
Best Regards,
(Your name)
訂單合并支付并修改價格，如何告知客戶操作？
Dear XXX,
If you would like to place one order for many items, please first click "add to cart", then “buy now”, and check your address and order details carefully before clicking “submit”.
After that, please inform me, and I will cut down the price to US$XX. You can refresh the page to continue your payment. Thank you.
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
客戶已下單，如何溫馨提示買家盡快罰款？
Dear XXX,
We appreciated your purchase from us. However, we noticed you that haven’t made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible.
Instant payments are very important; the earlier you pay, the sooner you will get the item.
If you have any problems making the payment, or if you don’t want to go through with the order, please let us know. We can help you to resolve the payment problems or cancel the order.
Thanks again! Looking forward to hearing from you soon.
Best Regards,
(Your name)
倉庫已發貨，如何溫馨提示買家貨物情況？
Dear XXX,
Thank you for shopping with us.
We have shipped out your order (order ID: xxx) on Feb. 10th by EMS. The tracking number is xxx. It will take 5-10 workdays to reach your destination, but please check the tracking information for updated information. Thank you for your patience!
If you have any further questions, please feel free to contact me.
Best Regards,
(Your name)
物流遇到問題，如何答復買家？
Dear XXX,
Thank you for your inquiry; I am happy to contact you. We would like to confirm that we sent the package on 16 Jan, 2017.
However, we were informed package did not arrive due to shipping problems with the delivery company. We have re-sent your order by EMS; the new tracking number is: XXX.
It usually takes 7 days to arrive to your destination. We are very sorry for the inconvenience. Thank you for your patience.
If you have any further questions, please feel free to contact me.
Best Regards, (Your name)
客戶投訴產品質量，如何準確有效回應？
Dear XXX,
I am very sorry to hear about that. Since I did carefully check the order and the package to make sure everything was in good condition?
Before shipping it out, I suppose that the damage might have happened during the transportation. But I’m still very sorry for the inconvenience this has brought you.
I guarantee that I will give you more discounts to make this up next time you buy from us. Thanks for your understanding.
Best Regards ,
(Your name)
發貨幾天后買家還沒收到貨，如何同買家合理解釋？
Dear XXX,
We sent the package out on XXXXXXXXXXXXXX, and we have contacted the shipping company and addressed the problem.
We have got back the original package and resent it by UPS. The new tracking number is XXXXXXXXXXXXXX.
I apologize for the inconveniences and hopefully you can receive the items soon. If you have any problems, don’t hesitate to tell me.
Best Regards ,
(Your name)
訂單已完成并發消息通知買家！
Dear XXX,
I am very happy that you have received the order. Thanks for your support. I hope that you are satisfied with the items and look forward to doing more business with you in future.
Thanks！
(Your name)
買家還未評價，如何溫馨提示買家給予好評？
Dear XXX,
Thanks for your continuous support to our store, and we are striving to improve ourselves in terms of service, quality, sourcing, etc.
It would be highly appreciated if you could leave us a positive feedback, which will be a great encouragement for us. If there's anything I can help with, don't hesitate to tell me.
Best Regards ,
(Your name)
收到好評后，再次感謝買家的給力支持！
Dear XXX,
Thank you for your positive comment. Your encouragement will keep us moving forward.
We sincerely hope that we’ll have more chances to serve you.
Best Regards ,
(Your name)
-----------------------------------
我是外貿職場人星壺，歡迎關注。
一路前行，感恩有你！
