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各位，今天跟大家聊一聊电话开发。电话开发的终极目标就是让客户对你印象深刻，所以在做这个之前，口语一定要先练好。 电话的内容简单来说就是：想办法把电话接到采购办公室、自报家门说明来意、公司及产品简单介绍、根据对方的主要产品进行初步交流、拿到对方的email、skype等联系方式以方便以后沟通。 以下是我自己编写的不同情况下的情景对话供大家参考，如有不妥，欢迎大家指正。谢谢！原创内容，如需转载，请标明此文出处外贸邦。 A-销售，B-前台，C-采购 1. 开场白： 情况一：知道采购经理的名字 A: Hello, sir /madam. This /Myname is xx from xxx company（尽可能简练，因为说完之后前台也未必记得住）. May I speak to xxx? (有的前台会再多问一下 B: What’s it regarding? / Where are you from? (也会有别的说法，大同小异，基本就是问有什么事情，来自哪里，如果听不懂没关系，问Pardon? 或者Sorry?) A: xxx sent us an inquiry but the information isnot complete, so I’m calling to check with him /her about the details. （或xxx asked us to design an artworkfor his bag/box, I have some questions to check with him；或xxx called me just now but I was inmeeting） B: Hold on, please. (接下来可以顺利和采购通话，这种情况比较多) 情况二：查不到采购经理的名字 A: Hello, sir /madam. This /Myname is xx from xxx company. May I speak to your Purchasing /Import Manager? (单刀直入) B: What’s it regarding? / Where are you from? A: I’m calling from Qingdao, China and weare supplying paper bags and boxes for xxx(一些知名客户或其同行业的客户). I know you are importing paper bags /boxes, so hopefully we couldfind a way to cooperate. B: Would you please send an email to him/her? (前台一般会挡住无关紧要的外来电话，会建议你发邮件) A: OK, no problem. Could you please tell methe email address? B: OK, it’s %$$#@#%^&&**(注意在前台说完之后确认一遍) A: Thanks a lot. And may I have his /hername? (拿到采购经理名字的好时机) B: xxx (有时不告诉名字，会说Anyone in purchasing dept would reply to you after they check youremail). A: Thanks. May I know his /her direct line?(可以趁机要一下直线电话，运气好的话可以拿到) 情况三： 前台拒绝转电话或者说有固定供应商 A: Hello, sir /madam. This /My name is xxfrom xxx company. May I speak to your Purchasing /Import Manager? B: ①Sorry, I can’t transfer the phone for you. / ②We have a supplier now. A: ①Never mind. Could you help let me know the email address forpurchasing manager? (试试要一下邮箱，这种比较强硬的前台很可能会给你一个网站上的info邮箱) ② OK. Maybe we could cooperateanother time. May I send our catalog to your purchasing manager so that youcould contact us when needed? (如果前台拒绝给采购邮箱，就要她的邮箱，让其帮忙转发) 2. 与采购通话 C: Hello, xxx speaking. A: Hello, xxx. This /My name is xx from xxxcompany. I’m calling from Qingdao, China and we are supplying paper bags andboxes for xxx(一些大客户或其同行业的知名客户). I know you are importing paper bags /boxes, right? (适当提出问题和客户互动，避免自己吧啦吧啦说个没完) C: ①Yes, exactly. Could you send your catalog to me? (有的客户可能很忙或不愿意打太长电话，更愿意通过书面形式的catalog了解我们公司) / ② Yes. （冷场型采购，专注冷场20年） A: ①Sure. Please tell me your email address. / ② What kind of paper bag /box areyou importing now? (问个问题避免冷场，正好了解对方目前在采购的产品，随后可以有目的的发catalog或推荐我们的设计，同时要一下邮箱) C: it’s %$$#@#%^&&** A: Thanks. And do you use instant messengerlike skype? （要一下skype或手机，以后沟通会更方便，不给的话也不用急，可以留下自己的手机号） 打完电话，第一时间跟一封邮件，加深采购对你的印象。
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发表于 2015-11-30 16:33
