关注我们
提高外贸沟通效率，从电话联系开始
邮件沟通的效率瓶颈与电话沟通优势
在外贸业务中，虽然邮件是最常见的沟通方式，但其效率较低，可能让外贸人处于被动状态[1]。相比之下，电话沟通能一次性确认多个细节，更高效且有助于加深客户信任。
电话沟通技巧与话术指南
以下是提升电话沟通效果的具体方法：
01 做好背景调查
打电话前需充分了解客户信息，包括所在地区经济状况、公司规模和产品结构等，并明确目标以避免浪费时间。[2]
02 挑选合适时间
根据权威调查，最佳商务电话时间为客户当地时间周三或周四的16:00-17:00及11:00-12:00。[3]
03 找到关键决策人
通过客户官网、社交媒体、海关数据或行业展会等渠道，确定能够直接参与采购决策的人士。[4]
04 技巧总结
- 罗列问题：提前准备中英文问题清单并熟练掌握。
- 临场反应：灵活应对突发情况，强调自身价值。
- 关注情绪：留意客户态度变化，主动询问。
- 找到跟进理由：为下次沟通创造机会。
- 确保联系方式正确：确认留给客户的电话号码无误。
- 姿态得当：热情自信，语速适中，礼貌结束通话。
- 总结内容：通过邮件确认重要细节，便于双方后续讨论。
05 英文话术模板
以下是常见电话场景下的实用英文表达：
打招呼
- Hello, I'm Tom from XXX company. May I ask if Mr. Wang is available?
- Hello, may I speak to Miss Zhang? I am Li, the manager of XXX company. I need to discuss cooperation matters with you.
确认细节
- Could you provide me with your detailed address once more to ensure our records are accurate?
- I just want to confirm, are you the person in charge?
跟进订单
- I'm following up on the email I sent last Thursday, did you have a chance to review it?
- Is there any progress on the project? We need your feedback from our last discussion to move forward.
样板反馈
- Has the package been delivered to you?
- How is the quality of the products you received? Do they meet your expectations?
售后询问
- I hope the parcel has arrived safely.
- I am calling to verify if you have been able to complete the customs clearance for the goods.
回应投诉
- I understand your frustration, and I apologize for the inconvenience you've experienced. We take your concerns seriously, and I'm committed to resolving this matter to your satisfaction.
- Thank you for bringing this issue to our attention. I assure you that we will investigate and address the problem promptly. Your satisfaction is our priority.
催促付款
- I am calling to check if you are able to send balance payment this week? ETA date is approaching.
- Our accountant has sent you the updated statement last Friday. I'd like to check if you can settle it within this week.
回复催货
- I will need to check with production department and get back to you in half an hour.
- Your goods are still under production and it shall be ready next week. I will inform you by email as soon as they are ready.
约会议时间
- When's a good time for us to have an online meeting?
- What is your availability for meeting over the next few days?
客户非本人接听
- Can I leave a message for him/her?
- Could you tell him/her that I called, please?
电话沟通技巧
请问您能让他/她给我回个电话吗？
好的，谢谢。我稍后再打过来。(会再来电)
信号不佳时的处理方法
好的，看起来现在网络不太好。我会发送邮件给您，提供您需要的详细信息。
很抱歉，我们的连接不太好。能告诉我您的电话号码吗？我会马上给您回电话。
我觉得我们的连接不太好。您能说大声一点吗？
对不起，您能再重复一遍吗？
电话结束语
谢谢您，我们非常感激。我会通过邮件记录我们的讨论内容。祝您今天愉快。
谢谢您的来电。您还有其他问题或要咨询的吗？
谢谢您的来电。愿您晚安。
感谢您抽出时间。祝您愉快的一天。
免责声明：以上内容已做适当调整以优化阅读体验。
加入社群
