《外貿(mào)英語(yǔ)函電》模塊九 售后跟進(jìn)

外貿(mào)英語(yǔ)函電BusinessLetterWritingModule

10

After-SalesFollowup模塊9售后跟進(jìn)LearningObjectives01Graspthekeypointsforfollowingupaftercompletionofanorder;02Utilizewords,expressionsandsentencespatternsforwritingafter-salesfollow-upletters.03Applyeffectiveafter-salesfollow-uplettersinengagingandstrengtheningbusinessrelations.Task1AskingforFeedbackTask2IntroducingLatestProductsTask3OfferingDiscountsTask4CommunicationLaboratory目錄Navigation導(dǎo)航

Task1Askingforfeedback

Task2IntroducingLatestProductsTask3

OfferingDiscounts

Tips

CommunicationLaboratoryDiscussionLead-inSituation:Nowyou'vecompletedadealwithaforeignclient.Whatwouldyoudonext?Questions:1:Howdoyouknowhowtheproductsorservicesarereceivedinthemarketandwhatsuggestionstheclientmayhaveregardingtheproductorservice?2:Howtomotivatetheclienttobuymorefromus?Mostbusinesspeopleknowthatkeepinganexistingcustomerisfarmorecost-effectivethantryingtoropeinanewone.Existingcustomersarethelifebloodofeverybusiness.After-salesfollow-upisasalespersoncontactinghis/hercustomerafterasuccessfulsaletoachieveafewkeygoals:MakingthecustomerfeelvaluedEnsuringyourcustomer'sneedsaremetbyyourproductorserviceAnsweringanyquestionsorconcernsyourcustomermighthaveUnderstandinghowyoumightbeoffurtherservicetoyourcustomerWhydowewritefollow-upemailsaftersellingaproductorservice?01Askingforfeedback

Task1BACKCONTENTGuidelines1Samples2Phrases&sentencepatterns3GuidelinesBACKSection1GuidelinesHere'swhatweneedtodoifwewanttosendsuccessfulcustomerfeedbackemails:?Useanattention-grabbingemailsubject;?Startwithapersonalizedsalutationsotheyknowthisisn'tspamming;?Tellthemwhythey'regettingthefeedbackrequest.?Sharehowwe'regoingtousetheresultstobenefitthem;?Givethemanideaofhowlongtheprocesswilltake(forsomethingstructuredlikeasurvey);?Endwithathankyouandacalltoaction.Section1GuidelinesCommonFeedbackQuestions:1)Whatimprovementsinourproduct/servicewouldyouliketosee?

2)Whatfeature(s)areyouusingthemost?

3)Whatfeature(s)areyounotusingatall?

4)Whatnewfeature(s)wouldyouliketoseeandhowwouldyouprioritizethose?

5)What'sdifferentnowcomparedtoyourexpectationsgoingin?

6)Isthereanythingthatyoudon'tunderstandoranythingthatdoesn'tmakesensetoyou?BACKSamples

BACKSample1Section2Samples感謝對(duì)方向我方購(gòu)買(mǎi)產(chǎn)品，提出可提供售后跟進(jìn)和服務(wù)。請(qǐng)對(duì)方填調(diào)查問(wèn)卷（以超鏈接形式），此時(shí)注意問(wèn)卷不要過(guò)長(zhǎng)，即方便客戶快速填寫(xiě)，又能獲取我們想得到的反饋信息。CoreVocabularyinform

v.通知、告知

delay

v./n.延遲、延誤reviewv./n.評(píng)論、評(píng)價(jià)

BACKDearDorarajWearesothrilledyou'vechosentopurchaseBob'sCollectionfootballjerseyfromus.Howareyoulikingitsofar?Weareworkinghardtobuildahigherqualityproductforourcustomersbylisteningtobuyers'commentsandconcerns.Wewouldlovetolearnmoreaboutyouropinions.Canyoupleasefilloutthissurveytogiveussomefeedback?LINKTOOURFEEDBACKSURVEYOurgoalistocontinueofferingtop-notchproductsatgoodprices,andyourreviewcouldgreatlyhelpustocontinuedoingso.Ireallyappreciateyoutakingoutthetimetohelpusimproveourofferings!Thankyou,LinHuaSample2thrilled

adj.非常興奮的;極為激動(dòng)的concern

v./n.關(guān)切、關(guān)心appreciate

v.感激；感謝offering

n.待售品；出售品CoreVocabularytop-notch

adj.最好的；卓越的；一流的ExtendedVocabularySample3constantlyadj.始終；一直strivev.努力；奮斗；力爭(zhēng)

CoreVocabularyCore

PhrasesandSentencePatternsBACKSection3CorePhrasesandSentencePatternsBACK1.Expressingthanksforcustomer'spurchase:ThankyouforpurchasingLEDlightsfromus.Inoticedthatyou'vemadeafeworderswithus.Ijustwantedtoreachoutandsayahugethanks.Wereallyappreciateyourorderofwaterdispensers.Wearesothrilledyou'vechosentopurchaseafootballjerseyfromus.Section3CorePhrasesandSentencePatterns2.AskingaboutsalesorfeedbackPleasefeelfreetoinformusaboutanydelaysorproblemsyoumighthavefaced.Wewouldlovetoknowyourreviewsofourproductsandservices.We'dreallyappreciateitifyoucouldgiveusyourfeedback.Yoursuggestionswillbemosthelpfulforus.Yourreviewcouldgreatlyhelpustocontinueimprovingourproducts.Yoursuggestionswillbemosthelpfulforus.BACK02IntroducingLatestProducts

Task2BACKCONTENTGuidelines1Samples2Phrases&sentencepatterns3GuidelinesBACKSection1GuidelinesAgreatproductlaunchemailisoneofourbestopportunitiestore-engagecustomersandremindthemofthevalueourproductprovides.Tipstogetinspired:Workonyouremailsubjectline.

Usecompellingproductimages.

askforopinionsonourlatestproductssendsamplesandsurveyopinionsHowtointroducelatestproductstoexistingclients?Samples

IntroducingNewProductsandInvitingOpinions1.Informtheclientthatwearelaunchingnewproductsandoffertosendsamplesforevaluation;2.invitesuggestionsonthedesign,featuresand/orfunctionsoftheproduct.Sample1Section2Samples.

CoreVocabularyautomatic adj.自動(dòng)的 rechargeable adj.可再充電的smart adj.智能的 dispenser

n.（取款、售貨等用的）自動(dòng)取物裝置，

如自動(dòng)柜員機(jī);自動(dòng)售貨機(jī)等；本郵件中指自動(dòng)飲水機(jī)Sample2Subject:LatestPortableJuiceBlenderCupDearJames,I'mattachingafileoftheproductspecificationofourlatestportablejuiceblendercup.It'sanimprovedversionofthejuiceblendercupyoupurchasedfromus.Itsbatterycapacityis20%largerthanthepreviousmodel.Thenewmodelcosts10%more.Asamplewillbesenttoyouuponrequest.Clickhereformoredetails.Bestregards,

Wendyportableadj.便攜式的blendern.攪拌器Sample3DearDan,I'dliketocheckwithyouaboutyourlastorderfor

thetoolskitset.How'sthebusinessgoing

there?Areyoumakingagoodprofitbysellingournewproducts?Ordoyouanyproblemswithsellingthem?

We'dreallyappreciateitifyoucouldgiveusyourfeedback.Yoursuggestionswillbemosthelpfulforus.Nowwe'vedevelopedasimilarsetthatusesheat-treatedCRVsteelwithstrongertoughnessandhardness.Pleasechecktheattachmentfordetails.Lookingforwardtohearingfromyousoon!Thanks&BestRegardsCoreVocabularytoolskitset 工具組合套裝 toughness n.韌性hardness n.硬度 ExtendedVocabularyCrVsteel 鉻釩鋼（Chromium-vanadiumsteel），是摻有碳，錳，硅，鉻和釩的合金鋼。Core

PhrasesandSentencePatterns

CorePhrasesandSentencePatternsintroducinganewproduct123RecentlywereleasedanewproductMeyaSD301airconditioner.Wearegladtointroduceournewlylaunchedsportsbracelettoyou.Nowwe’vedevelopedasimilarsetthatistougherandmoredurable.Pleasechecktheattachmentfordetails.03OfferingDiscounts

Task3BACKCONTENTGuidelines1Samples2Phrases&sentencepatterns3DiscussWhyshouldwesendemailstoofferdiscount?Lead-inSection1GuidelinesBACKThekeytokeepingourcommunicationsfromsoundingone-sided

isthatwe'renotjustaskingforordersallthetimeorsendingjunkoffers.Sendingcustomersapersonalizedcouponcanbeaneffectivemarketingstrategy.Itworksgreatbecause:ourclientswanttofeellikethey'reimportanttoourbusinessandassuchapersonaltouchlikethiscanreallyworkwondersforoursales.Sample1Section2SamplesSubject:SmartBraceletNewlylaunchedHiMr.Barineg,Inoticedthatyou'vemadeafeworderswithusthismonthalready.Ijustwantedtoreachoutandsayahugethanks.Wereallyappreciateit.Ifyouhaveanythingelseyouneedtopickupbeforethemonthisout,I'vecreatedaspecialcouponjustforyoutogetafurther5%offwhateveryou'reordering.Thanksagain,Ihopeyouhaveagreatrestofthemonth!Bestregards,Rocky1.感謝客戶這個(gè)月的重復(fù)下單。2.給客戶提供專屬優(yōu)惠券。reachout 聯(lián)系 coupon n.優(yōu)惠券

以公司10周年慶典作為理由，與老客戶聯(lián)系，提供優(yōu)惠折扣，吸引老客戶下單。Sample2

CoreVocabulary

anniversary n.周年紀(jì)念日 gratitude

n.感謝（的心情）；感激promotion n.推銷；促銷 Core

PhrasesandSentencePatternsBACK

CorePhrasesandSentencePatternsOfferaspecialdiscount1243I'vecreatedaspecialcouponjustforyoutogetafurther5%off.Wedonotoftenofferspecial

discounts,soweareveryhappyto

announce

thatwewillbehavingahuge

discountsale

fromNovember11to21.Foranyordersforthefollowingitems,weareofferingaspecialdiscountof10%.Asagestureofgoodwill,we'recreatingaspecialdiscountof12%onyouraccount.SummaryTosumup,bysendingemailstoofferdiscount,wemakeourclientstofeellikethey'reimportanttoourbusiness.Suchapersonaltouchlikethiscanreallyworkwondersforoursales.12Tips

業(yè)務(wù)點(diǎn)津03BACK在這個(gè)產(chǎn)品同質(zhì)化競(jìng)爭(zhēng)愈演愈烈的今天，外貿(mào)人能勝出的另一個(gè)突破點(diǎn)是無(wú)可替代的服務(wù)。我們的售后郵件，除了詢問(wèn)客戶的反饋意見(jiàn)，介紹新品或促銷信息等，還可以包含如下內(nèi)容：1.產(chǎn)品的安裝說(shuō)明、示意圖或者視頻對(duì)于需要自行安裝的產(chǎn)品，可能出廠附帶的使用說(shuō)明書(shū)會(huì)提到，但如果以圖冊(cè)或者是示意圖的形式，如果有條件視頻形式更好，附在產(chǎn)品包裝內(nèi)，或在售后郵件發(fā)給客戶供參考，會(huì)讓更加方便客戶，也讓客戶感受到我們周到細(xì)致的服務(wù)。2.產(chǎn)品的使用和保養(yǎng)的小竅門(mén)、小技巧在產(chǎn)品交貨后，貼心地發(fā)送產(chǎn)品的使用和保養(yǎng)的小竅門(mén)或者注意事項(xiàng)，比如，使用中需要注意哪些可以延長(zhǎng)產(chǎn)品的使用年限，或者產(chǎn)品怎樣使能夠發(fā)揮它的最好效果，亦或者當(dāng)產(chǎn)品需要A產(chǎn)品做搭配時(shí)，如果沒(méi)有A，產(chǎn)品B也可以暫時(shí)替代A等等小竅門(mén)。對(duì)客戶的銷售和推廣都大有好處，而且讓客戶對(duì)我們的專業(yè)性和信任度有所提升。如何做好外貿(mào)業(yè)務(wù)的售后跟進(jìn)3.產(chǎn)品常見(jiàn)問(wèn)題和解決Q&A業(yè)務(wù)員經(jīng)常和客戶打交道，產(chǎn)品在使用和銷售過(guò)程中常會(huì)遇到哪些問(wèn)題，通常有什么處理或者解決辦法，這些都可以通過(guò)日常工作積累到一個(gè)文檔上發(fā)給客戶。4.產(chǎn)品賣(mài)點(diǎn)和優(yōu)勢(shì)外貿(mào)客戶有的是代理或者經(jīng)銷商，那么我們的售后服務(wù)應(yīng)該包括一份產(chǎn)品詳細(xì)的賣(mài)點(diǎn)和詳細(xì)參數(shù)信息文檔，一方面為客戶省去了大部分研究產(chǎn)品、編輯銷售推廣內(nèi)容的時(shí)間，客戶肯定會(huì)感謝我們的貼心和周到，更何況大部分的客戶不會(huì)浪費(fèi)時(shí)間，只會(huì)照搬我們提供的那些簡(jiǎn)單產(chǎn)品信息，對(duì)銷量的營(yíng)銷不可估量。另一方面可以統(tǒng)一產(chǎn)品宣傳內(nèi)容，保持權(quán)威性和一致性，給終端客戶一個(gè)專業(yè)的形象。所以認(rèn)真寫(xiě)好售后跟進(jìn)郵件，能幫我們贏下不少客戶。04CommunicationLaboratory

業(yè)務(wù)訓(xùn)練BACKI.VocabularyFillineachofthefollowingblankswithaproperword/wordsgiveninthebox.Changetheformwherenecessary.reviewlaunchanniversaryversionratesurveycoupon

1.Powerfulallieshelpthecompany_______alow-cost"networkcomputer."2.Thecompanyiscelebratingitstwentieth___________thisyear.3.Wewouldlovetoknowyour_______ofourproductsandservices.4.Please_____yourpurchaseintermsofqualityandshipmentetc..5.Canyoupleasefilloutthis_______togiveussomefeedback?6.It’sanimproved_______oftheLEDTVyoupurchasedfromus.7.I’vecreatedaspecial_______justforyoutogetafurther10%discount.launchanniversaryreviewratesurveyversioncouponⅡ.SentenceWriting請(qǐng)根據(jù)如下要求，撰寫(xiě)句子：1.我們最近推出了一款冰箱，特點(diǎn)是節(jié)能和噪音小，請(qǐng)寫(xiě)出一個(gè)句子，向客戶介紹這款冰箱：2.今年是我們公司成立15周年，我們推出了老客戶在6月1日-15日下訂單享受最高88折優(yōu)惠活動(dòng)。請(qǐng)寫(xiě)一兩個(gè)句子，通知客戶：3.我們希望收集客戶的意見(jiàn)和建議時(shí)，你如何跟客戶說(shuō)？4.有一個(gè)客戶去年沒(méi)有下訂單，我們想跟進(jìn)客戶，了解他沒(méi)有下單的原因，以便我們可以改善產(chǎn)品和服務(wù)，你可以怎樣寫(xiě)給客戶？5.前兩個(gè)月賣(mài)了一款產(chǎn)品給客戶，現(xiàn)在你想了解這款產(chǎn)品在客戶的市場(chǎng)賣(mài)得好不好，你可以怎樣問(wèn)客戶？Pleasebeadvisedthatwehaverecentlylaunchedarefrigeratorwhichfeaturesenergysavingandlownoise.Thisyearisthe15thanniversaryofourcompany,andwehavelaunchedapromotionthatoldcustomerscanenjoyamaximumdiscountof12%(12%off)whenplacingordersfromJune1sttoJune15th.Wewouldlovetolearnmoreofyouropinions.Wenoticethatyoudidnotplaceorderwithuslastyear.Wouldyoupleaseadviseusthereasonsothatwecanimproveourproductsandservices?Fortheproductwesoldtoyoutwomonthsago,wouldyoupleaseinformuswhetheritiswellreceivedinyourm