跟進客戶似乎是亙古不變的話題，但是有方法有節(jié)奏的跟進，才會獲得事半功倍的結果哦！快跟著我們節(jié)奏一起來吧！

Following up with customers seems to be aneverlasting topic, but the reasonal and rythmic tracking will get twice theresult with half the effort! Come along with me to have a look!

客戶類型分類

Customer types classification

第一種：下單客戶（B2B平臺、網站、開發(fā)信、RFQ）

The first: customer with order (B2Bplatform, Website, development letter, RFQ)

第二種：強烈購買意向客戶（主要來自B2B詢盤和網站留言）

The second: customer with strong intentionto purchase (mainly from the B2B inquiry and Web site message)

第三種：意向客戶（B2B、網站、開發(fā)信的一個自我整理歸類）

The third: intention customers (B2B,website, development letter of a self-collation)

第四種：潛在客戶（主要來自開發(fā)信）

The fourth: potential customers (mainlyfrom the development letters)

如何進行跟進

How to follow up

第一種：每3天至少一次跟進，發(fā)新產品推廣，郵件問候，詢問產品使用情況，主動詢問客戶提供幫助；

The first: at least once every 3 days,release the promotion of new products, e-mail greeting, ask about condition ofthe products, take the initiative to ask customers to offer help.

第二種：在一開始，必須一天跟進一次，保證客戶一直記得你，不會跑單；

The second: At the beginning, you mustfollow up once a day to ensure that customers will always remember you and youwon't lost the orders.

第三種：這種客戶應該保持一直聯(lián)系，更新產品，更新報價，更新圖片，產品升級，有什么新鮮事都告訴客戶，客戶一直記得你，有訂單了，他還是記得你，從而增加了下單的可能性；

Third: You should keep in touch with thiskind of customers and update the products, price, pictures and upgrades. Tellthe customer whatever is new there so that he will always remember you. Whenthere are already orders, he still remembers you, thus increasing thepossibility of the next order.

第四種：潛在客戶，發(fā)產品開發(fā)信的時候一定不要忘記發(fā)給他

Fourth: potential customers, never forgethim when sending development letter.

三種比較糾結的情況

Three kinds of tangled situations

第一種：詢價客戶，我們發(fā)完報價后，就直接沒收到回復。

The first: inquire customer. After we senda quote, there is no reply.

第二種：給他做完PI的客戶，我們發(fā)完PI后，PI沉郵海。

The second: After the PI is made for thecustomer and sent but it sanks in the sea of post.

第三種：正常來往郵件交流著的客戶突然“蒸發(fā)”。

The third: the normal customers contactedthrough mails suddenly "evaporated."

第一種情況解決方案 

Solution for the first case:

1、郵件內容不能太多，注意稱呼，禮貌問題；回完詢盤后，再單獨發(fā)一封郵件問一下客戶是否收到你的前一封關于報價的郵件。

The contents of the message cannot be too much. Pay attention tosalutation and polite questions. After replying the inquiry, send a separatemessage to ask whether the previous quote has been received.

2、深入挖掘細節(jié)需求信息，試著揣摩客戶的想法；經常進入客戶的公司網站去了解客戶非常重要，知己知彼，百戰(zhàn)不殆。

Dig deeper for details of demand information. Try to figure out thecustomer's idea; frequently entering the customer's company website to know thecustomer is very important. Know the enermies like yourself.

3、郵件太過平淡和模板化，我們需增加細節(jié)，郵件結束試著提出一到兩個客戶可能感興趣愿意回復你郵件的問題。

When the message is too plain and templatized, we need to increasesome details. At the end of the message, propose one or two questions that thecustomers may be interested to reply.

第二種情況解決方案

Solution to the second situation：

1、從性價比來吸引客戶，也許他還是不回復，但是他還是屬于有需求的客戶，我們只能采取時不時跟進狀態(tài)。

Attract the customers with cost-effective. Perhaps he still won'treply, but he belongs to customers in need, so we can only follow up from timeto time.

2、可能客戶自己那邊談單失敗或者工程延期導致需求改變或取消，這種情況采取時不時跟進狀態(tài)。

The customer may has failed his order negotion or the project isdelayed and therefore has to be changed or canceled. Take the same measure.

第三種情況解決方案 

The third situation solution:

該類客戶多半屬于嫌價格高，喜歡討價還價的客戶，或者進口商、承包商、分銷商等，都是屬于長期跟進客戶，需要有耐心，可以采取多種方法進行開發(fā)。

Most of them are not satisfied with the high price and they tend tobargain. They can be importers, contractors, distributors etc., who arelong-term follow-up customers that need our patience. You can take a variety ofmethods to develop.

如果客戶說價格太貴,“三步”就能搞定他！

Too expensive? Three steps to get him!

Step1：別人買得，你買不得？

Others can buy, why can't you?

給客戶發(fā)其他客戶來訪照片，客戶反饋，網站客戶反饋，工程案例的鏈接等，直接告訴客戶，我們來自很多國家的客戶買我們的產品也是在這個價格。要說的比較委婉，語氣不能生硬，要讓客戶感覺該產品值得一試。

Send visiting photos of other customers aswell feedback in reality and online, links to project etc., to tell customers,customers from many other countries buy your products at this price. To saymore tactfully and your tone can't be blunt but let the customer feel that theproduct is worth a try.

Step2：將產品拆分介紹，生動形象細節(jié)化

Split product introduction, make it vividin details

1、展示產品認證

Display product certification

2、介紹產品細節(jié)，再次展示過硬的質量

Introduce the product details, once againshow excellent quality

3、告訴客戶質保問題（3年或者5年）

Tell customers warranty (3 years or 5years)

4、必要時可以附帶著對應產品規(guī)格書

When necessary the corresponding product specifications can be sent accompany

Step3：趁熱打鐵，進行價格正反兩面的分析。

Strike while the iron is hot, give the prosand cons analysis of the price.

正面：我們的價格是建立在好的質量上的，一分價錢一分貨。

Positive: Our price is based on goodquality, a sub-price goods.

反面：當然，你要的那個價格我們可以給你，甚至可以更低，但是質?？赡茏?yōu)橐荒晟踔涟肽?，你愿意不？我覺得這樣不可能獲得雙贏的。

Negative: Of course, if you want the price,we can give you, or even lower, but the warranty may become one year or evensix months, is it ok? I think this cannot be a win-win situation.

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