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详细解读外贸英语电话接听技巧

时间:2019.03.25信息来源:邦阅网

目前中国外贸企业和欧美、中东以及非洲等国家的外贸往来关系都是非常密切的,虽然所应对的客户在不同国家以及不同地域,但和多数的客户沟通过程中所采用的模式都是以英语为主,因此在沟通过程之中,了解外贸英语电话接听技巧是非常重要的。

对于外贸企业接听用户电话的工作人员而言,首先要了解不同地区用户的特点,其次要关注到自身所在企业于不同国家所刊登的广告属于哪一类别,这是非常重要的,如果对于自身产品营销时所具有的模式并不了解,这种状态之下想要完美的解答用户的问题是非常困难的事情。

Hello, Mr. Hopson, I do not know how much profit you can finally give to the sales of mechanical and electrical products. I will check with the marketing department later, please wait a moment, and I will give you a reply.

你好,霍普森先生,对于您所问的此次销售的机电产品,最终能够给予多少让利,我尚不了解,稍后我会向营销部门查询,请您稍等片刻,我即会给您答复。

像是如上这种电话接听方式看似非常礼貌,但实际上却并不得当,原因何在呢?如果该工作人员对于本方产品的销售价格以及基本能够给予的优惠都不了解,需要对方等待,那么对方必然会认为该企业过于敷衍,特别是欧美用户更是如此。这种状态之下想要达成贸易往来关系自然非常困难。

Hello, Mr. Hopson, in response to your inquiry about this sale of motor products, this is the final concession, if you have never done any transaction with us before, we will give you the following preferential measures as the first order. A discount of 2% will be granted for the purchase of products over RMB 500000, and a discount of 5% of the total price will be given for the purchase of products over RMB 1 million. If your requirement for the production cycle is reduced, we will also attach a fee for the transportation of the products by road, if the amount of the product is large. Insurance support will be given.

你好,霍普森先生,对于您所询问的此次销售的电机产品最终给予的让利是这样的,如贵企业此前从未和我企业有过任何交易往来,作为首单我企业会给予如下优惠措施,购入产品满50万元给予2%的优惠,购入产品满100万元会给予总价5%的优惠,如贵方对于生产周期要求降低,我方还会附赠产品陆路运输费用,如产品数额较大,则会给予保险支撑。

如果销售方企业的营销方案确实没有制定下来,接听电话的客服人员在听到对方的相关优惠价格询问时,应该这样说:

Hello, Mr. Hopson, we have completed the formulation of the relevant preferential measures for the preferential prices you have asked for. Since the sale of this product is mainly directed to the European and American markets, the profit concession measures given are included in a number of aspects. However, it is not possible to give a full explanation of the price of the product and the discount measures on the phone. I hope you will leave an email. I will send you the offers and the price list of the related products to your company later.

你好,霍普森先生,你所询问的优惠价格,我方已经完成了相关优惠措施的制定,由于本次产品销售主要是针对于欧美市场,所以给出的让利举措包含于多个方面中,但在电话之中无法将产品的价格以及优惠举措进行全方位的讲解,希翼您留下电子邮箱,稍后我会将相关产品的优惠以及产品价目表等发送给贵企业。

或者这样说:

Hello, Mr. Hopson, the price you are asking for is difficult to explain on the phone because your companyundefineds regional problems are difficult to explain, because this product sales are mainly directed to the European and American markets. So the profit concession measures are included in a number of aspects, involving a lot of details, including the place of sale of the product, including the actual number of products purchased by the user, and so on, and so on. I hope you will leave an email address. After that, I will send the details of the terms of concession attachment to your email address

可以看到这样的说明方式是非常得体的,在外贸英语电话接听技巧之中有很多细节问题需要关注,只是简单的语言沟通,对于多数的外贸工作人员而言并没有问题,但在关注到对方的态度以及用户方询问过程中所抱有的目的时,用户就需要多花心思、灵巧摸索了,只有让用户满意的状态之下,外贸企业的产品销售额度才会提升起来。电话接待用户是有很多技巧的,除了上述这些重点之外,还有很多细节问题,针对于不同地区的用户所采用的电话沟通方式也具有很大差异,例如美国纽约用户在沟通中更关心报价,其他问题则不作关注,但是洛杉矶用户很所时候对于产品价格,运输方式,以及产品让利举措等多方信息都会事无巨细打听清楚,此后才会进入详谈阶段,这些用户在电话沟通中关注重点差异很大,外贸企业工作人员在电话沟通中就要以这样的重点作为切入点,这样才能够行之有效的将产品销售出去。

   
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