外贸邮件回复标准流程教材.docx

1. 开发信 3
1.1简介产品 3
1.2简介公司 3
1.3 开发信答复 4
1.3.1问报价 4
2. 答复询盘 6
2.1旺旺直接答复询盘 6
2.1.1发送具体事宜到email 6
2.1.2宣传产品 6
2.1.3发送具体事宜到email并宣传产品 7
2.1.4祈求及时聊天工具 7
2.2邮件答复询盘 8
2.3邮件无答复 9
2.4报价或email catalog后无答复 9
2.4价格回访 11
2.4.1第一次回访 11
2.4.2第二次询问： 11
2.4.3第三次询问： 12
2.4.3.1仍然无答复重新报价 12
2.4.3.2询问对新价格旳意见 13
2.5新报价后客户迟迟不答复 14
2.6客户砍价 15
3. 样品 15
3.1寄样前旳预备： 15
3.1.1寄样品 （告知客户品名，规格，寄样日期，快件号码等） 16
3.1.2询问客户与否收到样品，意见如何，检查成果，改善意见 16
3.2寄改善后旳样品 16
3.2.1询问客户与否收到样品，意见如何，检查成果 16
4. 订单 17
4.1样品合格，与否下订单，何时下订单 17
4.2催问客户下订单 17
5. 信用证 18
5.1催开信用证 18
5.2修改信用证 18
6. 出货事宜 19
7. 给客户发装运告知 19
8. 告知客户寄单事宜 20
8.1告诉客户寄单日期，快件号码 20
9. 货品跟踪 20
9.1询问客户与否收到货品，有无意见。 20
10.询问结汇状况 20
10.1当遇到客户未付款订单时： 21
10.2当你已收到付款订单时 21
10.3当你已发货后： 21
11.当客户投诉产品质量有问题时： 21
12. 邮件答复常用语 23
收到来信 23
久未通信 23
未及时回信 23
久无音信： 24
表达歉意伤心： 24
遇到不好旳事情 24
13. 多种问题该如何答复 24
当订单已完毕时： 24
当货品已断货时： 24
当你为客户提供折扣时： 25
当有大量订单询价时： 25
当买家规定免运费时： 25
当未付款订单改完后价格再次催款时： 25
当外贸业务员向买家堆荐新品时： 25
无法提供客户想要旳产品时答复 26
14. 答复询盘内容该写什么 27
报价管理 27
PI解决 27

1. 开发信
1.1简介产品
Dear Sir/Madam,
This is Queenty from HDV company, specialized in the SFP transceiver and media converter for years. The best quality and cheap price of our products will satisfy your needs. our main products are the following:
1. 1*9
2. SFP, SFF, CSFP, SFP+, XFP, X2, XENPAK...
3. Media converter
4. ONU
5. POE Switch ect.

Best regards,

Queenty Kwok
International Sales Department

Website:
Address: XuDa Industrial Building,Fenghuang First Industrial Zone,
Bao'an District, ShenZhen, 518103,China.

E-mail:
: WhatsApp +86
: Skype queenty1995
: WeChat KwokQueenty
: QQ
: ICQ

1.2简介公司
Dear sir/madam,
This is Queenty from HDV company, We are an  OEM manufature with 10 years experience .We have More than 100 workers and  Over 10 salesman.  The product with RoHs certification
· OEM manufature
· 10 years experience
· More than 100 workers
· Over 10 salesman
· Free samples
· RoHs
· TP-Link & ZYXEL cooperate
· Over twice exhibitions every year

Dear Sir, 

This is Queenty from HDV,  I review your website product sfp. That's our mian product(RoHs).We are an OEM fiber optic equipment factory with 10 years experience. More than 10 salesman and 100workers. We also have our own patent in module. Cooperate with TP-link and ZYEXL. So,  the quality can be guaranteed under the inexpensive price.
Sincerely hope to cooperate with you.
Any question are welcome to reply

Best Regards
Queenty.

1.3 开发信答复
1.3.1要报价
Here is our 1.25 sfp transceiver price for your reference.

Model: SFP-1.25G-1310-20KM-SM      FOB Shenzhen: $5.60/pc
Data rate: 1.25G
Wavelength: 1310nm
Distance: 20KM
Connector: LC
Compatible: Cisco
Warranty: 3 years

If any requirements, pls tell me freely.

Dear Mr. Bruno Felicidade Jones,
Queenty here from HDV, exporting SFP and media converter. If you wanna to have our specification to have a look？contac me.

Name : GIGABIT MEDIA CONVERTER WITH SFP PORT
· 1 port (RJ45) 10/100/1000M :One SFP port, 1.25Gbps
· Auto-MDI/MDI-X
· LED indicators for system monitoring
· Multimode and Single mode SFP modules available
· Dimensions (mm): 95 x 70 x 26
· 3 years warranty
Price: just   $ 8.00USD/Piece

Hello,

Have a great day!
Here is our new product epon onu. We offer OEM service and color is optional. 
Any requirements, pls tell me freely.

Thank you.

Cher Monsieur XX distingué,
　　C'est XX de la Société XX du Nouveau Matériau. J'ai vu sur le site web Alibaba à la fin du mois de juillet que votre société voudrait acheter une plaque composite de polyuréthane utilisée dans l'entrepôt frigorifique. Je vous avais envoyé par mél des informations sur nos produits, mais je n'ai pas encore reçu des réponses de votre part. Je ne sais pas si votre entreprise a déjà déterminé les fournisseurs de ce produit.
　　On possède notre propre usine professionnelle, avec des équipements de production avancés, sur une base de la qualité des produits de classe, se figurant parmi les premiers quatre fabricants principaux de la Chine dans la production des plaques composites en polyuréthane . Actuellement, 95% des fournisseurs sur le marché offrent des plaques composites à la densité de polyuréthane de 30kg/m3 , mais la nôtre de 45KG/m3, qui est très bonne pour la construction d'entrepôts frigorifiques.

　 Dans l'attente de votre réponse, veuillez agréer, Monsieur XX, l'expression de nos salutations très sincères.

尊敬旳XX，
我是XX新型材料有限公司旳XX。7月底我在阿里巴巴上看到贵公司想采购聚氨酯复合板作为冷库板。 我通过电子邮箱给贵公司发送了某些有关我们产品旳信息，但是始终没有得到答复。不懂得贵公司目前与否拟定了聚氨酯复合板旳供应商。

我公司拥有自己旳专业旳工厂，先进旳生产设备、产品质量一流，是中国排名前4旳聚氨酯复合板生产商。 目前市场上95%旳供应商所供应旳复合板旳聚氨酯密度为30KG/m3， 而我们所供应旳聚氨酯密度达到了45KG/m3。非常适合于冷库旳建设。

真诚旳但愿得到您旳答复。

2. 答复询盘
2.1旺旺直接答复询盘
2.1.1发送具体事宜到email
Thanks for your inquiry

I will send you the details to your email.

Best regards,
International Sales Department
Queenty Kwok

Email:  
Skype: queenty1995
Wechat:KwokQueenty 
WhatSapp: 0086-

2.1.2宣传产品
Dear Sir/Madam,

This is Queenty from HDV company, specialized in the SFP transceiver and media converter for years. The best quality and cheap price of our products will satisfy your needs. our main products are the following:
· 1*9
· SFP, SFF, CSFP, SFP+, XFP, X2, XENPAK...
· Media converter
· ONU
· POE Switch ect.
If you have any interest, pls contact me:

Best regards,
International Sales Department
Queenty Kwok

Email:  
Skype: queenty1995
Wechat:KwokQueenty 
WhatSapp: 0086-

2.1.3发送具体事宜到email并宣传产品
Thanks for your inquiry,

HDV Queenty here. I will send you the detail to your emai.
Our main product is 
1*9
SFP, SFF, CSFP, SFP+, XFP, X2, XENPAK...
Media converter
ONU
POE Switch ect.
If you also need it, pls contact me.

Best Regards,
Queenty Kwok

E-mail:
WhatsApp +86
Skype queenty1995
WeChat KwokQueenty
QQ 
ICQ 

2.1.4祈求及时聊天工具
My dear,

Can u give me your instant communication contact or email. that I can send you the details more efficient.

Best regards,
International Sales Department
Queenty Kwok

Email:  
Skype: queenty1995
Wechat:KwokQueenty 
WhatSapp: 0086-

2.2邮件答复询盘
Dear Mr. Dave,

Glad to get your inquiry of ***.
According to your requirement, the Single fiber 10/100M-20KM media converter, we are supplying to European markets are mainly $13/pair, 500pair, $12.5/pair, 1000pair.
Under 100 pair quantity, prices vary from 13 USD – 15USD pair based on different chip.
Meanwhile, after a study of your company and sales channel, we found you’re supplying media converter items for many chain-store and xxx supermarket in Poland, so I think the regular packaging way is not suitable for these customers.
We have another packaging way specialize in supplying store and supermarkets, it’s 50 pcs gloves per bag with header block with a euro hole for hanling on, then 200 bags/carton. We believe this is more suitable for your demand.
What’s more, if you have plan to expand the product supplies, I think it’s very worth to con sider our vinyl gloves, which are hot sell on Polish market. Vinyl glove now is more and more popular in European market, it’s more durable and flexible. It’s one of our most competitive products so I’m sure that will be helpful to expand your business.
If you have interest in cooperating with us, we can provide both types of gloves for your evaluation.
We look forward to your kindly reply and further discussion.
Thanks and best regards,
Queenty
Dear Mr. Dave,

Thanks for your inquiry about *** on XX, .
In order to quote you right price, please inform us the detail specification such as date, fiber type, distance and so on.

Looking forward to hearing from you soon.

Thank you and best regards,
Queenty.

2.3邮件无答复
Dear sir,

Good morning!
HDV Queenty here. Hope you have got a wonderful today! For several days no news from you, If you have received our email about your lasted inquiry ***? Any comments by return will be much appreciated. Looking forward to your prompt response,

Thanks and best regards,
Queenty

2.4报价或email catalog后无答复
Dear Mr. Dave,

Good afternoon, Queenty here from HDV, If the *** is workable for your market. May we know your idea about our offer? We would like to satisfy you, If there anything we can do for you, we shall be more pleased. hope to get reply from you. 

Best regards,
Queenty.

Dear Mr. Dave,

Wish everything goes well with you and your esteemed company ! we are in receipt of your inquiry at 10th, and the catalogues was send as you request. We hope they will help you in making your selection . wish we will promote business as well as friendship!

Best wishes
Queenty

Dear Mr. Dave,

Now i am writing for keeping in touch with you for further business. if any new inquiry, welcome here and i will try my best to satisfy you well with competitive prices as per your request. by the way, how about your order with item ***? if still pending I would like to offer our latest prices to promote an opportunity to cooperate with each other.

Thanks and best regards,
Queenty

2.4价格回访
2.4.1第一次回访：

Dear Mr/Ms XX

Re the XX products . We have quoted you FOB/CIF/ price by e-mail dd XXXX, .. Have you received it? Please check it and let me know your comments about the price.

Looking forward to hearing from you soon.

Thank you and best regard,
Queenty

Dear Mr/Ms XX

Re the XX products. we have e-mailed you FOB/CIF/price after Canton Fair on Oct 24, . Hope you have received it. What's your opinion? Can you accept it? If you have any problems, please let me know, I will try to solve it.

Looking forward to hearing from you soon.

Thank you and best regard,
Queenty

2.4.2第二次询问：
Dear Mr/Ms XX

Re the XX products, I have e-mail the FOB QINGAO price to you 10th, . And asked for your comments. But still no reply. Have you received it? Please review it and let me know your comments. If any problems, please don't hesitate to contact us, We shall be pleased to be of service to you at all times.

Thanks in advance for your quick reply!
Queenty

2.4.3第三次询问：
Dear Ms/Ms XX

Re XX products, we have quoted you FOB/CIF/ price by e-mail after Canton Fair on Oct 24, . But for a long time, you haven't replied us. So we sent two e-mail to you asking for your comments on Nov 9 and Nov 21, . But still no reply. Now I 'd like to know whether you still interested in this item.

Looking forward to hearing from you soon.
Queenty

Dear Mr/Ms XX

Re XX products, we have contacted you two times. But still no your confirmation. Now our factory has been full of production. If you still can't confirm, I'm afraid we can't arrange for your order. So please inform your customer and send us confirmation as soon as possible.

Looking forward to hearing from you soon.

2.4.3.1仍然无答复重新报价
1)Dear Mr./Ms.XX

Re XX products, we have quoted you FOB QINGAO price , But for a long time,you haven't reply us. So we sent two e-mail to you asking for your comments on Nov 13 and Nov 23, . Now we here kindly requote you the adjusted price as follows:
USDXX/pc

Hope you can accept this price.If sample required, we will send to you for your approval.

Thanks in advance for your quick reply!

2) )Dear Mr./Ms.XX

Re XX products,I have quoted you FOB QINGAO price.. We have checked our factory about the price, Now we here requote you the new price as follows,
USDXX/pc

Hope you can accept this price.If sample required, we will send to you for your approval.

2.4.3.2询问对新价格旳意见
Dear Mr./Ms.XX

Re XX products, in order to build our further business relationship. we have requote you new price on XX, .Have you received it?. If you check other suppliers ,you will find this is our bottom price, hope you satisfied this time and accept it.
2.5新报价后客户迟迟不答复
Dear Mr. Dave,

Did you receive our quotation on dec12th? And no reply from you. I was waiting until all the colleagues left the office. May be you are very busy.

So could you please take some time to give me a reply? And kindly give me some advice on XX (products) Look forward your reply

Thanks and regards
Queenty

Dear Mr. Dave,

Hope you still remember me, I have sent you quotation for XX(products)on XX(date), well maybe you are very busy ,and I understand.

I review your website very carefully, and have much interests to make a start for our cooperation to provide the best special service.

Could you give me some advice so that we can do better

Thanks and best regards,
Queenty
2.6客户砍价
Dear Mr. Dave,

Sorry for my late reply,I have discussed with our boss for a long time, but regarding the price is near our bottom line, you know the market is changing everyday, and it is hard to cut more on cost as we need the products with best quality.
But we treasure our first cooperation, so we allow you a 2% discount, this is the best I can do for you.
I hope that if you have the will to cooperate, pls don’t just focus on the price, the quality also important. Hope to get your comments.

Thanks and regards,
Queenty

3. 样品
3.1寄样前旳预备：

Dear Mr/Ms XX

1）The XX samples are ready, now we would like to verify the specification ,size and quanlity and your detail address(including telephone , fax no.) as follows:
When we receive your confirm, we will send it to you ASAP.

2）Re the express and sample fee, would you share half ? Because the cost is very high for us. If you agree this time, when you order, we will deduct the above fee.

Best Regards,
Queenty

3.1.1寄样品 （告知客户品名，规格，寄样日期，快件号码等）

Dear Mr/Ms XX

Re XX samples, we have sent two pieces to you by EMS last week. The tracking No is XXXX, please check receive it.

Best Regards,
Queenty

3.1.2询问客户与否收到样品，意见如何，检查成果，改善意见
Dear Mr/Ms XX

Re XXX samples, have you have received it? We would like to know the inspection results and your opinion? If any problem, please inform us without hesitation so that we can try our best to solve for you.

Best Regards,
Queenty

3.2寄改善后旳样品
Dear Mr/Ms XX

Re XXX products, we have sent the improved samples to you, by EMS last week. The tracking No is XXXX, please check receive it. Hope you will be satisfied it.

Best Regards,
Queenty

3.2.1询问客户与否收到样品，意见如何，检查成果
Dear Mr/Ms XX

Re XXX products, we have sent the improved samples to you, Have you received it? Please let us know your opinion. Hope you satisfied this time.

Best Regards,
Queenty

4. 订单
4.1样品合格，与否下订单，何时下订单
(1) Dear Mr/Ms XX

Re XX products, you told us the samples had passed the test. Now would you consider purchasing above items? Please let us know