On the return visit of business telephone.

Give you some specific skills for making phone calls.

Q 1。 The first time I called, I asked the other party to transfer it to the person in charge of import and export by sea. The other party asked, "Where are you? "What's the matter;

After introducing herself, the other party immediately responded: "She is not here" or "She is busy", and the phone call ended.

A 1。 I'm sorry to bother you, but who is in charge of this work in your company? What's your name? What is the extension number?

At least after getting this information, you can directly cut in and find yourself in the next call to avoid being maliciously blocked.

Q2。 Asked about the impatient response of the other party when the export destination was consolidated: "All over the world!"

A2。 "I'm sorry, I may not be able to provide you with all the freight in the world right away, but I now have several areas with very good prices, which can definitely reduce your transportation costs. Did you leave Japan? What about America? What about Hong Kong? What about Shanghai? What about Guangdong Province? What about Southeast Asia? " After determining some points, say to the other party, "I will provide these points for your reference first", create a quotation opportunity with real exit points, and keep tracking.

Q3。 Most of the calls didn't ask the name of the shipment and the off-season. ...

A3。 Because we know the name of the goods, we can know what kind of goods are transported on that line for a long time. In the peak season, we can attack according to the name of the goods when calling the line, or we can make a good layout first. If you know the name of the product, you can check the goods first, whether they are dangerous goods, chemicals, machinery, food ... and remind customers to do a good job of packaging or checking documents and so on. ...

Q4。 The pursuit of new customers failed to find the main transport decision makers. ...

A4。 Sometimes I still don't understand why I will contact SHPR for a while. It may be just the office that handles it, and the actual decision is its supervisor or the boss behind it. You can ask who the SHPR adjudicator is, please introduce me or make an appointment for the next meeting, so that the effect of catching thieves first will be more obvious.

Q5。 Wrong number. Not much to say, just hang up.

A5。 It can be explained that we are a well-known domestic air and sea company. By the way, it may be a business opportunity. Ask if it is the company's line number, whether it is imported or exported, and you have the wrong number.

Q6。 After redialing. Ask Mrs. Xie to tell me that there is no direct exit.

A6。 SHPR tells us that there is no direct export, which may be a fact or an excuse. You can arrange a "door-to-door" visit to learn the real situation and have a pleasant conversation. You may have the opportunity or ask them to introduce traders. If the situation is not good or you are a small family OEM, you can give up the case immediately without wasting time.

Q7。 At the time of the first development, in the process of asking customers basic information, it was scattered, not smooth, and even asked the wrong questions.

A7。 The message clearly shows "show" and "pleasure yacht", and also asks the company to export goods, indicating that the information filtering was not intentional before calling. If you can make a phone call, you can check the customer's information online and master the data, such as the establishment time, product name, trader or factory, import and export performance, etc ..., so that the content will not be unfamiliar when talking with customers, which will help to close the relationship and obtain relevant shipping information.

Q8。 When the salesman called the new customer, he mentioned Peihua Shipping Company, and the other party's response was: Peihua products/Peihua bed service. ...

A8。 Salespeople should clearly inform us of the scope and nature of our business, ask for the correct PIC, and promote our business. Our company is a shipping and air freight company. The modes of transportation include container transportation, full container transportation and air transportation. The service object is the foreign business personnel or shipping personnel of trading companies or manufacturing industries engaged in import and export business. Conduct a telephone interview with them to understand their needs and make a correct quotation.

Q9。 In the process of telephone interview, impatient or unfriendly tone often appears.

A9。 In fact, salespeople should always practice and try to raise the volume to maintain a high degree of excitement and enthusiasm. The other party must feel that the standard telephone interview should be avoided, even in this lecture, the quotation is only delivered according to the inquiry. In fact, the effect is not great. Use the counseling around you to remind them at any time.

Q 10。 Sales: Sorry.

Where does the company export?

Shpr: Our company exports to Southeast Asia.

Sales: Where is the best place to go to Southeast Asia?

Shpr: ..........., Malaysia, Viet Nam and Thailand.

Sales: Is this Keelung?

Shpr: Taoyuan

Sales: Is it an integrated cabinet or a combined cabinet?

Shpr: the whole cabinet

A 10。 When shpr proposes that our company leave Southeast Asia or other countries, and shpr doesn't want to talk about it, we must try to lure out the destination port. For example, has your company left Singapore? Bangkok? Vietnam? Let shpr talk one by one. In addition, Keelung is the main customs clearance place for container goods in Asia. Therefore, shpr said that the customs clearance in Taoyuan must be the whole cabinet.

Q 1 1。 Shpr said that our company has a fixed FWR and does not need to quote. (general business may just say: thank you)

A 1 1。 Miss! That's for sure (be confident loudly)! Like my guests, they always cooperate with me. Because I will inform all the guests of any price changes in the market at the first time, we can cooperate for a long time and the guests trust me. (at this time, don't wait for the other party to respond or make any noise, continue. If I make you an offer now, if it is expensive, you can tear it up right away. If it's great, you can try it with my receipt. It will never let you down.

Otherwise, the price is better than the FWR you are cooperating with now, so please complain to them and ask them to reduce the price (even if we can't do it)

Also let the peers earn less) ... Miss! Which ports should I apply for?

Q 12。 The new business on the phone is affected by the customer's rhythm, and the customer wants to end the call as soon as possible.

A

12. Don't be influenced by the customer's rhythm. Customers who want to finish hastily can tell him, are you busy now? If so, you can call again later.

If the customer doesn't need it, he can send a personal message and ask him to call again when necessary.

Q 13。 New business will accommodate customers for quotation, and if the information is incomplete, it will end hastily. Make a phone call.

A 13。 Be sure to ask all the information, including:

1. Loading port and unloading port (including country name and state name): English is the main language, and there are many same place names, so as to avoid sending the wrong price and place.

2.FCL or LCL.

3. Import or export by sea

4. Name of air freight, kg: The name of air freight can roughly know whether it is dumping goods or heavy goods, and the air freight rate is tier rate, so ask the customer about how many kilograms.

Goods can be quoted accurately.

5. Delivery method and product name:

Such as Xiaoluqiao, all water supply services, indoor points, indoor and door services, and commodities.

For example, the mainland line (ask the customs clearance place for approving contracts, Central China or South China).

South China (take a bus through the first line, pass Futian, or take a second-class boat through Hong Kong)

Central China (through customs or through Shanghai)

Nowadays, shipping is very complicated. Only by showing your major on the phone first can he be impressed by your quotation and become interested. Otherwise,

The hard-won quotation is just a piece of waste paper in the trash can.

& niobium

sp； Q 14。 The customer replied that someone in your company had contacted me.

A 14。 Suggested new business answer:

Who is contacting you? If the customer can name the merchant, he can help you get some information and tell the original.

Business. For example, is this a price issue? Why else have you never had a chance to cooperate? Customers may answer that the price is too high or they are out of stock recently. ..

And then inform the original service of the message.

If the customer can't name the merchant, tell the customer as a new customer development: I hope you will give us another chance, and I will definitely report it.

It's a good price for you.

Q 15。 The customer replied that we didn't cooperate with your company.

A 15。 Understand the reason first. If the customer is satisfied because of the unsatisfactory business itself or the handling of the case, in fact, such customers still have opportunities.

Just need more time and energy to cooperate.

If the company's policies don't cooperate, for example, the monthly settlement time is too long or the accounts are hard to please. Such customers should not spend any more time.

Give up directly. And tell the management department to take business notes for the whole company.

Q 16。 If it is a customer notification, it is the response of the specified commodity.

A 16。 Inform customers that we have weekly gifts, and after confirming the correct address of the company and the information of the person in charge of delivery,

Then take the opportunity to visit, on the one hand, to confirm whether the scale of the company should be operated for a long time, on the other hand, to confirm whether it is really fixed.

Q 17。 If the customer informs you, the customs broker will arrest the ship.

A 17。 a

Please tell the customer the contact information of the customs broker.

B. Inquire whether there is cooperative business in the company's export system.

C once it is confirmed that there is no cooperation, we will develop new customers and contact the customs broker to strive for cooperation opportunities.

Q 18。 When new business colleagues perfunctory on the grounds of designated goods, they can't attract the attention of guests with effective or interesting topics.

For example, leave information for reference, provide precautions for the current route, or reflect the latest freight rate in this market for customers to make cost reference.

Timely provide relevant information and further interaction.

Q 19。 Develop the collection of customer data-at present, most of the data of new colleagues are the old WTO data provided by the company, mainly because of data reorganization.

There are many wrong numbers in the development, which leads to the waste of timeliness. There is no way to expand the base of effective quotation. Advise new colleagues to collect information.

It can be diversified, for example, when visiting the WTO in due course, go to the book center to see if there is the latest exhibition catalogue, which can be bought or accessed online.

Find the directory of import and export manufacturers

Q20: Quotation is more than quotation.

A2 1。 When we win the opportunity of quotation, we must seize the opportunity to tell our minority to make the quotation more attractive.

Q22: Don't be rigid.

A22。 Whether it's a telephone interview or a personal interview, we should show vigor, which shows our self-confidence and must have a sense of intimacy, otherwise it will become a dilemma of being asked questions.

Question 23. The customer mentioned the problem of import arrears.

A23。 It is stipulated that you can't owe money. You can ask them for declare in advance goods.

Question 24. The customer offered to discharge on his behalf.

Single question.

A24。 The customer or the customer entrusts the customs declaration discharge.

If you need our company to wire the bill of lading, you should also deal with us first.

Please attach the book of scissors first.

Question 25. Customers tell us that they have exported to Chinese mainland, Shenzhen, Wuxi and Shanghai, which can be cited as reference. Or customers tell us that at present, they are all delivered in Chinese mainland, and there are few in Taiwan Province Province.

Thanks for the sale, don't ask again.

A25。 You should be able to ask more questions, such as which colleague or operator you are currently working with, which can be used as a starting point for your quotation.

For example, if you take Yitong and Haihua, you will probably know that the price may be lower, but if you take COSCO and WHL, the price may be higher. ....

Will not let you fall into a situation without concept, but unify the low price quotation.

In addition, you can also ask the mainland where the shipment is from, whether it is arranged by Taiwan Province Province or caught by the mainland factory, which can be recorded and may develop.

Triangular business.

Question 26. FOB newcomers often encounter this problem when they call, which also deeply impacts their confidence.

Usually guests will say that FOB has the following situations.

1. Guests who are tired of making such calls every day say it is FOB (meaning there may be a lot of goods).

2. There is really only FOB.

3. Forward, the original partner, ask him to say so.

4. Out of stock with goods.

Page (abbreviation of page) S:FOB usually does not provide opportunities at all, and opportunities are "zero", so enterprises should create opportunities themselves instead of waiting for opportunities.

The machine is broken.

A26。 Personal experience suggests that giving newcomers a low-cost test is quick and effective, but it will not waste the call time.

Must be effective, must cut to the original striker. Take an example: For example, if the cost of major European ports is now

$20 /CBM, directly discounted to $65,438 +00/CBM and reported to the guests (please check that it was not reported to Peihua and Peirong first).

Look at the reaction of the guests first, and then tell them that our quotation has been used for almost a year and has not changed. Please refer to and make a reservation.

It is speculated that the current market cooperation is about $65,438 +08-24. Let the guests know clearly that the original forwarding feeling is lying to them.

I worked for a long time and made a lot of money.

Usually, if you are really a FOB guest, you will be really sorry. It's useless for you to give me the lowest quotation. We were indeed appointed from abroad.

Otherwise, the guests will be tempted to ask you to quote first, and if possible, they will ask the guests to specify Peihua to come and see next time.

Q27。 When Q27. When talking on the phone, couples should speak clearly, loudly and sincerely, and it is best to show sincerity. Thank you. Sorry.

Please, speak politely, just like when the bank and insurance call you, you want to hear a sincere voice, relative.

Your guests will feel the same way. Be ambitious when you call, be attractive when you speak, and be clear when you ask questions.

Know what information you want from the guests, what quotations and services we can provide to the guests, and do business different from others.

Otherwise, there is no characteristic, so there is nothing to start with.

& ampn

Bsp question 28. The owner told us that the designation of foreign customers was unnecessary and unwilling to continue the discussion. ..

A28。 Usually I tell the merchants.

1) End the call. If it is a cs customer, please contact the customs broker first. Can you get some information from customs broker?

2) If you haven't cooperated with the customer, send the company information and personal introduction to the customer first.

Question 29. The port is not familiar enough.

A29。 Call more often and read the boat newspaper.

Q30。 The content of the conversation can't arouse the interest of customers. It is suggested that business executives make market quotations for nearly one month according to the four major routes.

Key points of surcharge implementation (including when it takes effect and the amount, etc.). You can learn from it when calling new business to make the conversation more vivid.

Q3 1。 Facing the customers who ship from all over the world, we should strengthen our current sales activities, such as the special price of Hong Kong line.

Or the promotion price of a single opening counter. It is suggested that business executives put forward the current promotion activities of this route when calling new business for reference!

Q 1: customers often say that many people in our company have contacted.

A: You can ask customers first if they have any impression of the businesses they have been to. If they do, they don't have to compete with each other.

Avoid vicious slashing, but if you don't agree, you can ask the customer if there is the latest quotation of our business recently.

Because the freight rate fluctuates frequently, we can seize the opportunity to actively offer cooperation.

Q2: After receiving the quotation, customers think the price is not bad, but they will question whether we will charge more local freight abroad to make up for it.

Lack.

ANS: You can explain to your customers that the local charges abroad are actually fixed, except for some big customers.

Special price. In addition, we can also provide information about our foreign agents and detailed charges for foreign customers to get there first.

Refer to the comparison, and then cooperate after OK to avoid trouble afterwards.

Q3: In the CFS quotation, the salesperson forgot to tell the customer that it was priced in CBM or ton (freight ton).

Case study: A customer made an inquiry to Dongguan, and the salesperson quoted the customer a freight of 85 USD/m3, but did not tell the customer the quotation.

The price is 1 m3 or 1 000kg (1ton). The customer's goods are 3/CBM, 10000kg( 10 ton), and the customer thinks that only payment is needed.

255 dollars freight, but in fact our company has to pay 850 dollars to customers, which caused a lot of trouble afterwards (customers also misunderstood our random quotation).

Therefore, businesses should have the concept of cost, and be prepared before calling. Besides the cost of bills, they should also find special cases.

Be sure to consult the supervisor and the airline OP supervisor to find out the real cost.

Q4: In the part of sales call, besides trying to find out what you want, you must also pay attention to the dialogue with the delivery.

How do you deal with your customers?

ANS: If customers talk well with sales and can get involved in their relationship, I think the success rate of every household must be very high.

And you should visit this customer in the shortest time to increase your impression. As long as customers have a good impression on you, you should actively follow up.

After your visit.