遇到外贸中常见的发错样品、客户不付打样费等难题怎么办？教你完美应对！

外贸业务员日常的工作就是要将产品或服务销售出去，一个优秀的业务员更是要格外注重产品质量、跟进沟通、优质服务等。在这个过程中外贸业务员会遇到各种各样难题，比如说给他们发错样品、客户不付打样费等，这时候又该如何解决呢？该如何跟进客户呢？本篇文章来和大家一起讨论一下，当外贸人遇到以下这些难题时，该怎么办？

我们给客户发错样品了，客户需要DVD但我们发了显示器，如何减少我方损失？不让客户退回来让客户自行解决，毕竟只是样品。

回复思路：道歉，如果产生的问题容户也有责任，在顾及客户的面子下间接的提出来。

Dear XXX,

I am so sorry for my mistake , I didn’t recognize that you need a headrest DVD actually , l just noted your direct product order link from Alibaba inquiry , in fact , as you got ,HM866-MP5 is just a monitor without DVD function , apologize you for bring such big inconvenience . But , in order to decrease your lost , may I forward three solution as following :

1.Could you help us try to sell this monitor in your market ？because the returning freight is expensive even much higher than the worth of product itself .

2.If nobody buy it , do you mind to use it and connect DVD player , whose video wil transfer to HM866-MP5, you still can watch DVD program , how do you think ?

3. If you don＇t like it at all , of course , we accept that you return it to us , just could you please pay the shipping cost in advance , then , we remove the cost from your new order DVD player . we will recommend another model with DVD player , but it‘s not the same appearance with HM866-MP5.

I wait for your final advice .

Yours sincerely ,

XXX

有个荷兰客户现在在要求我们打样，样品国家有点多，十几个国家都要求打样，旗帜围巾类产品我们自己工厂做可以满足，但是棒球帽和护腕这两款产品我们也是外购的，去外购工厂那边打样首先是费用比较高（客户那边不付打样费），其次是工厂也不太愿意给我们打那么多个款的样品，客户也明确表示他们这么多国家的样品即使打样了，也不一定每个国家都会下单，他们要看每场赛事的结果来下单。我也建议过客户能否打四五个国家的样品给客户参考，但是客户没同意，坚持每个国家都要打样。我本来想以加快出样速度这一点再跟客户谈谈，能否等确定哪些国家会下单，然后我们再打这几个国家的样品给客户，但是刚刚确认了一下这两款产品出样都要一个月，看来没法用这一点跟客户谈了，我想问问我要怎么写这个邮件给客户能让客户放弃打那么多国家的样品。

Dear XXX ,  

Thank you very much for your kind patience to confirm so much details with us .

As we confirmed that you would need to take samples for around 20 countries , sure I really love to support you on it . Today your issue was mentioned in our company " Potential VIP Customer " meeting , our company would love to support you on the free samples , but we also need your support on the sample quantity :

1.We would love to offer you the free samples for only 4-5 countries so that you can test the using of them , especially the quality of them. ( I do believe the main purpose of the samples is to test the quality of it and to confirm the specifications so that we don’ t make mistakes on it . )

2.If you really need all the samples , our company would request you to pay us around $ xxx total including shipping , please do believe we don‘t get any profits from the samples , we just would love to make the samples more valued .( People would pay more attention to the things that they pay , right ? )

So our company really hopes , as potential business partner , we should try our best to share understanding and support to each other so that we can grow together .

Your reply on the confirmation would be highly appreciated . ( I do believe both of us would try to make our " effort we paid to this order " happen as we spent so much time on it .)

Best Regards ,

Yours XXX

客户收到样品后怎么跟进？

回复思路：下面的三个话术都是针对客户收到样品后如何更好地跟进客户，这个时候跟进客户的大忌是那些冷冰冰的How about the sample testing这类的空洞的话术，我们要想成功地撬动客户针对我们样品测试的回复，那我们就应该有这些充实饱满的话术，这样子客户根本找不到不回复我们的理由，只要客户一回复，我们就有机会在样品战中脱颖而出。

Dear XXX ,

Wish you have a nice day and everything goes well .（后面的沟通是不用再自我介绍的，请注意。）

I just checked the logistics information and the goods have been successfully signed . I am so excited about it and I have to say thank you for your patience and effort on this order so that we finally made this order happen .

I do believe now you should be in the testing procedures , sure if you have any questions about the samples testing , please share them with me so that I can offer you the help with my professional product knowledge and experience.

Our biggest holiday , Spring Festival is approaching to the end of this month . I really hope we can confirm the order before our holiday so that we can collect the material for your order so that we can arrange the production for you as long as we come back . ( This is our special period , so sure the sooner we prepare the order the better and sooner we can offer you the product after our holiday. )

Your reply on the confirmation would be very helpful for us to confirm the order details for 3,000 pcs.

Looking forward to your kind reply .

Best Regards ,

Yours XXX

这个客户第一次给他寄了样品后，但他不满意，我寄给他的是单面打印渗透效果比较好的，我们通常把他当做双面的，可是客户要两面完全双面打的。因为上次和他预期的不一样，他希望我们重新寄双面给他，不承担运费和样品费，他说是要订购500条，金额大概有10000美金，但是老板觉得风险又比较大，应为样品和运费成本比较高。我看了他阿里巴巴的资料，他目前也并没有找其他供应商，但我感觉他对我们的态度没有第一单开始时那么好了，现在寄是肯定寄给他的，就是现在我想要向老师要一个高情商点的文案，看看能不能提升一下我们之间的好感度，亡羊补牢一下。

Dear XXX ,

Thank you very much for your kind understanding .

Please do trust a good business needs more communication and some extra unnecessary “barrier”. anyway we are achieving the destination what we want to achieve .

People is always: cherish more when experiencing more . I do hope this is the same for us , aha . it is really an amazing feeling to have a communication with a man from 14,000 miles away in the early morning ( China Time ), I hope one day this 14,000 miles can become 0.

Best Regards ,

Your XXX

我给之前跟进过的那个客户送样品，但打样的时间有点长，然后客人下样品单的时候我答应给客人规格书，后来忘记了这个事情，然后这期间我也忘记联系客人去澄清这些事情，到样品做好，上周客人收到样品，然后我今天发邮件问客人测试样品需不需要什么技术上的支持，客户回复说我们速度反应太慢，不放心下单给我们，我们的产品本身应该是很有优势的，从外观到性能，只是客人对我们寄样时间太长，以及我个人的中间没有追踪到位，很耿耿于怀，我总感觉客人感觉我好像骗了他一样，现在这个邮件应该怎么回复比较好呢？

Dear XXX ,

Appreciated highly for you telling me this truth and feedback , meanwhile , it is a big shame for me that don’t let you feel happy for my service . I am so stupid that make such kind of mistake , it is a deep and lesson in my international business.

Supposed there were another chance , I would do my best and answer you earlier and fast , make everything clear , please kindly understand that I really don’t want to lose you and want to service to you again , could you please give me a chance again?

As you mentioned , you like the color of our capacitor , Please don‘t reject our entire company and team because of my mistakes , if you still think Amy is not in the level as you require , I will invite our engineer or another colleagues to follow up you . How do you think ? I most welcome your any advice and suggestion.

Thousands of thank you very much if you can give us a chance again . I believe that we can do better and better in future .

Yours sincerely ,

XXX

当我们遇到客户不愿意付样品费的时候，我们可以利用下面的这种站在人性的高度的话术去说服客户。

Dear XXX ,

Thank you very much for your kind reply .

I am very sorry but as the first cooperation , I am afraid our company would not accept to send you the free sample .

Anyway please do trust we can deduct the sample cost in our bulk order , business should share understanding and support to each other , we would love to help , but at the same time I need your help too, as we know customers would pay more attention to the " paid " things but not " free things ", we won’t get huge profits from the samples , but as per my experience only＂payed samples " bring orders but not " free samples ", I really hope you can understand.

The shipping cost is only *** total door to door delivery. For building our long term partnership .

Every car has a strict quality inspection before it leaves the factory . I am confident you will be satisfied with our quality and function .

Looking forward to your kind reply .

Best Regards ,

Yours XXX