第一：引導(dǎo)客戶進(jìn)自己的展會攤位

1: Good morning, sir. Can I show you around our booth?

早上好，先生。我?guī)鷧⒂^一下我們的展位吧？
2: Can I have your business card?

能要一張您的名片嗎？
3: I'm sorry, I've run out of my business cards.

抱歉，我的名片剛用完了。
4: That's okay, can you write down your contact information for me? 沒關(guān)系，您能把相關(guān)信息寫一下嗎？
5: Sorry, I only have one business card left.

抱歉，我只剩最后一張名片了。
6: That's okay, I'll just take a picture of the card.

沒關(guān)系，我將名片拍個照就行。
7: Our factory is located in Shenzhen, and our main products are A and B.

我們工廠在深圳，主要產(chǎn)品有A和B。
8: Which products are you interested in?

您對哪方面的產(chǎn)品感興趣呢?
9: You can leave these heavy brochures here, my colleague can help look after them.

您可以把收集到的這些重的彩頁資料放在這兒，我同事可以幫忙照看。
10: That would be great, these brochures are quite heavy.

那太好了，這些資料好重。
11: Hello, welcome to our exhibition.

您好，歡迎來我們展會看看。
12: Good morning, how can I assist you today?

早上好，我能為您做些什么呢？
13: Here's my business card, may I have one of yours?

這是我的名片，我可以拿一張您的名片嗎？
第二：與客戶打開話題

1: What are you looking to see at the exhibition today?

您來展會是想看點什么？
2: What type of products are you interested in finding at the exhibition?

您想在展會上找哪方面的產(chǎn)品？
3: Have you found the products you were looking for today?

您今天有找到您想要的產(chǎn)品嗎？
4: Please take a look at our promotional brochures.

請看看我們的宣傳手冊。
5: Here's our product catalog and contact card.

這是我們的產(chǎn)品圖冊和聯(lián)系卡。
6: What line of business are you in?

您是做哪一行的？
7: This is our company's general manager, Mr. Xu.

這位是我們公司的總經(jīng)理徐總。
8: Would you like a cup of coffee? Let's sit down and talk. Is there any other features you're interested in that I haven't mentioned?

給您來杯咖啡吧？咱們坐下來談。您還有哪些感興趣的功能我這邊沒提到？

第三、詢問客戶意向

你可以跟著詢問他獲取進(jìn)一步的細(xì)節(jié)，以下表達(dá)僅供參考：

① What brought you to this trade show?（您來展會是想看點什么？）

② What are you looking for at the show?（您想在展會上找哪方面的產(chǎn)品？）

③ Would you like me to give you a quick overview of what we offer?（我給您簡短介紹一下我們的產(chǎn)品好嗎？）

第四、留下聯(lián)系方式

① May I have your name card ?（能要一張您的名片嗎）

   Sorry, I just run out of my card.（抱歉，我的名片剛用完了）

   It's OK. Could you write the information down here?(沒關(guān)系，您能把相關(guān)信息寫一下嗎)

② Sorry, I just have one last card.( 抱歉，我只剩最后一張名片了)

    Doesn't matter. I can take a photo of it.(沒關(guān)系，我將名片拍個照就行)

隨時觀察客戶，如果客戶比較著急的話可以先留下聯(lián)系方式，展會回去當(dāng)天再聯(lián)系，如果客戶沒有表現(xiàn)出著急，可以接下來的重點。

第五、產(chǎn)品介紹

① We are in this field for 5 years, too. These are our cataloque and our brief introduction. We cooperate with big customer , for example, ABC in USA, and DEF in Germany.（我們在這行五年了，這是我們的目錄和我們的簡介，我們有和大客戶合作，比如，美國ABC和德國DEF）

② This new product is to the taste of(國家/地區(qū))market. I think it will also have a good market in your country.（這種新產(chǎn)品在(哪里)很受歡迎，我想TA也會在你國的市場上很暢銷）

③ This product is now in great demand and we have received many enquiries from other countries.（這種品現(xiàn)在需求量很大，我們也有很多其他來自不同國家的詢盤）

TIps：聊到一款產(chǎn)品時一定要迅速切中它的獨特之處，抓取客戶注意力。

第六、詢問需求數(shù)量

① Thank you for your inquiry. Would you let us know the quantity you require so that we can work out the offer?（謝謝你詢價，為了更有效提出報價，能否請您談?wù)勊枨蟮臄?shù)量）

② The MOQ of this model is 500pcs. It is Ok for you?（這款產(chǎn)品的最小起訂量是500臺，您對此有問題嗎？）

③ What's the average quantity of your order please? Maybe I can quote on it.（您的平均采購量是多少？或許我能基于這個數(shù)據(jù)給您報價）

第七、邀請參觀工廠

對于工廠在臨近展會的供應(yīng)商，應(yīng)抓住時機，爭取讓有意向的大客戶去工廠走走看看。

① I am sure you will have more clear idea about us/ our product after visiting our factory. （相信參觀完我廠后，您會對我們/我們的產(chǎn)品有更清晰的認(rèn)識）

② There are more available samples in our showing room for your options. （我們工廠的展示空間有更多可供選擇的樣本）

③Would you like to have a look in our factory? We will drive you there. You can look over the whole manufacturing process. （您有興趣參觀一下我們的工廠嗎？我們可以開車送你過去，實地了解整個制造過程）

第八、產(chǎn)品報價

① This is our price list for your reference.（這是我們的報價單供參考）

② This is our FOB price. All the prices in the lists are subject to our final confirmation.（這是我們的FOB報價單。但單上的所有價格，將以我方最后確認(rèn)為準(zhǔn)）

Tips：靈活應(yīng)對客戶提出的所有問題，做不到的事情也不要絕對地否定，凡事留有余地。

第九、引導(dǎo)客戶下單

① lf you can confirm the order during the fair, we can give you more discount.（如果您可以在展會期間確認(rèn)訂單，可以您更多的折扣）

② We provide samples, You can try it out After you have tried it out, I'm sure you'll agree that this is a very good product.（我們提供樣品，您可以試用一下。我相信您試用過后一定會認(rèn)為這是個好產(chǎn)品）

第十、巧妙結(jié)尾

1: Would you mind taking a photo with me?

您是否介意和我拍張合影？
2: Do you mind if I add you on Skype/WeChat/LinkedIn/Whatsapp, so I can send you the photo?

您是否介意我加一下您的Skype/微信/LinkedIn/Whatsapp,我把照片發(fā)給您。
3: You can find more information on our website.

您可以在我們網(wǎng)站上看到更多信息。
4: How long will you be staying in China? Would you like to visit our factory?

您打算在中國呆多久？要不要來我們工廠看看？
5: Are you free tonight? I would like to invite you to dinner.

您今晚有空嗎？想請您吃個飯。
6: Here's a small gift for you.

這是送給您的一點小禮品。

1、電話開頭寒暄

1、Hello, I'm Xiao Zhang from XXX company. May I ask if Mr. Wang is available? 你好，我是XXX公司的小張，想問下王先生在嗎。

2、Hello, may I speak to Miss Zhang? I am Li, the manager of XXX company. I need to discuss cooperation matters with you. 喂，您好，請問您是張小姐嗎？我是XXX公司的李經(jīng)理，有關(guān)合作的事情需要和您討論。

3、Hello, I'm Xiao Wang from XXX company. Can you help me find our purchasing manager? I'd like to discuss some purchasing details. 您好，我是XXX公司的小王，可以幫我找一下咱們的采購經(jīng)理嗎，有些采購細(xì)節(jié)想溝通下

4、Hello, I am from XYZ company, and I would like to discuss a business proposal with Mr. Smith. 你好，我是來自XYZ公司的，想和史密斯先生談?wù)撘粋€商業(yè)提議。

5、Hi, I'm from XXX company and I would like to talk to Mrs. Johnson about the project we discussed last week. 嗨，我是來自XXX公司的，想和約翰遜女士講上周我們談到的那個項目。

6、Hello, may I speak to Mr. Wang? I am Xiao Li from a certain company, please transfer me to our technical manager as I would like to discuss some technical details. 喂，您好，請問您是王先生嗎？我是某某公司的小李，請幫我轉(zhuǎn)一下咱們的技術(shù)經(jīng)理，想溝通一下技術(shù)細(xì)節(jié)。

7、Hello, is this Mr. Chen's office? I am Lisa from XXX company, and I would like to ask if he has received my email. 你好，這里是陳先生的辦公室嗎？我是來自XXX公司的麗莎，想問問他是否收到我的郵件。

2、電話確認(rèn)細(xì)節(jié)

8、確認(rèn)地址的話術(shù)：

請問您的地址是……嗎？Could you please confirm your address as...?

請再給我一次您的詳細(xì)地址，以確保我們的記錄是準(zhǔn)確的。Could you provide me with your detailed address once more to ensure our records are accurate?

9、確認(rèn)是否是某某負(fù)責(zé)人的話術(shù)：

我想確認(rèn)一下，您是負(fù)責(zé)人嗎？I just want to confirm, are you the person in charge?

請問您的名字是……對嗎？Could you please state your name as...?

10、確認(rèn)付款方式的話術(shù)：

您通常是如何進(jìn)行付款的？How do you typically make payments?

您更傾向于使用哪種支付方式？Which payment method do you prefer?

3、電話跟進(jìn)訂單

11、I'm following up on the email I sent last Thursday, did you have a chance to review it? -> 我在跟進(jìn)上周四發(fā)出的郵件，您有沒有看到呢？

12、I'm calling to follow up on the proposal we sent. -> 我打電話是想跟進(jìn)一下我們發(fā)送的提案。

13、I sent you the proforma invoice yesterday. Did you have a chance to review it? -> 我昨天給您發(fā)送了形式發(fā)票，您有沒有看到呢？

14、We have sent the design mock-up by email. I wanted to check if you received it. -> 我們已經(jīng)通過電子郵件發(fā)送了設(shè)計模型，我想確認(rèn)一下您是否收到了。

15、Is there any progress on the project? We need your feedback from our last discussion to move forward. -> 關(guān)于項目有沒有進(jìn)展？我們需要您對我們上次討論的反饋，以便進(jìn)一步推進(jìn)。

16、I'd like to confirm if everything is clear regarding the quotation I sent you last week. -> 我想確認(rèn)一下我上周發(fā)送的報價單是否清楚了。

17、I am calling to see if you have any questions about the manual. -> 我打電話想確認(rèn)一下您關(guān)于手冊有沒有任何問題？

4、電話跟進(jìn)樣板反饋

18、請問您是否已經(jīng)收到您訂購的包裹了呢？英文：Have you received the package you ordered?

19、包裹已經(jīng)送到您手中了嗎？英文：Has the package been delivered to you?

20、您是否已經(jīng)收到您的包裹，一切都正常嗎？英文：Have you received your package, and is everything okay?

21、您對我們送貨的產(chǎn)品有何反饋？是否滿意？英文：What is your feedback on the products we delivered? Are you satisfied?

22、請問您對收到的產(chǎn)品是否滿意，是否有什么意見或建議？英文：Are you satisfied with the products you received? Any comments or suggestions?

23、您收到的產(chǎn)品質(zhì)量怎么樣？是否符合您的期望？英文：How is the quality of the products you received? Do they meet your expectations?

5、電話售后常規(guī)詢問

24、I hope the parcel has arrived safely. -> 希望包裹已經(jīng)安全抵達(dá)。

25、I am calling to verify if you have been able to complete the customs clearance for the goods. -> 我打電話是想確認(rèn)一下您是否已經(jīng)完成貨物的清關(guān)手續(xù)。

26、How is the product launch progressing? Will you be needing any further technical support from us? -> 產(chǎn)品發(fā)布進(jìn)展如何？您是否需要我們提供進(jìn)一步的技術(shù)支持？

06、電話回應(yīng)客戶投訴 

27、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. 我理解您的沮喪，為您所遇到的不便我深感抱歉。我們嚴(yán)肅對待您的顧慮，并致力于解決這個問題，以確保您滿意。

28、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. 感謝您提出這個問題。我向您保證我們將會盡快調(diào)查和解決這個問題。您的滿意是我們的首要任務(wù)。

29、I'm sorry to hear about the problem you've encountered. I will personally look into this matter and make sure we find a solution that meets your expectations. 很抱歉聽到您所遇到的問題。我將親自調(diào)查此事，并確保我們找到一個能滿足您期望的解決方案。

30、I appreciate your patience and understanding as we work to address your concerns. Rest assured that we are committed to resolving this matter in a timely and satisfactory manner. 感謝您的耐心和理解，我們會竭盡所能解決您的顧慮。請放心，我們致力于及時并令人滿意地解決這個問題。

31、I'm committed to finding a resolution that satisfies your needs. Your feedback is valuable, and we are dedicated to improving your experience with our company. Thank you for sharing your concerns. 我致力于找到一個能滿足您需求的解決方案。您的反饋是寶貴的，我們致力于改善您在我們公司的體驗。感謝您分享您的顧慮。

32、I apologize for the inconvenience this has caused you. Our team is already taking the necessary steps to address the issue, and I will keep you updated throughout the process. Thank you for your understanding. 對于給您帶來的不便，我深感抱歉。我們的團(tuán)隊已經(jīng)采取必要的措施來解決這個問題，我會在整個過程中不斷向您更新。感謝您的理解。

33、您好，我們對您的投訴感到非常抱歉。我們會立即采取行動來解決這個問題，并確保類似情況不再發(fā)生。我們非常重視您的意見，感謝您對我們的反饋。

Hello, we are very sorry for the inconvenience caused by your complaint. We will take immediate action to address this issue and ensure that similar situations do not occur in the future. Your feedback is highly valued, and we appreciate your input.

34、感謝您向我們提出投訴。我們將認(rèn)真對待您的反饋，盡快解決問題并向您致以誠摯的歉意。我們會確保今后提供更好的服務(wù)。

Thank you for bringing your complaint to our attention. We will take your feedback seriously, address the issue promptly, and offer our sincere apologies to you. We will ensure that better service is provided in the future.

7、電話催客戶付款 

35·l am calling to check if you are able to sendbalance payment this week? ETA date is approaching.
我打電話是想確認(rèn)您是否能在本周內(nèi)支付余款？預(yù)計到貨日期就要到了。(電話告知客戶貨快到港，催尾款)
36 · l'm calling on behalf of company you owemoney to. Could you please give me an update onthe payment status?
我代表您欠款的公司打電話過來。您能否告訴我一下付款狀況？(電話問欠款進(jìn)展)

37·My apologies, i'll check our system and seewhy this wasn't marked as paid and make sure itdoesn't happen in future. Do you know when thiswas paid?
非常抱歉，我會查詢我們的系統(tǒng)，看看為何這筆款項沒有標(biāo)記為已支付，并確保今后不會再出現(xiàn)類似情況。您知道這筆款項是何時支付的嗎？(電話催款遇到客戶已經(jīng)付的情況)

38 ·Our accountant has s:nt you the updatedstatement last Friday. i'd like to check if you cansettle it within this week
我們的會計上周五已經(jīng)給您發(fā)送了更新的對賬單。我想確認(rèn)一下您能否在本周內(nèi)結(jié)清。(提醒財務(wù)已經(jīng)更新賬單，請安排欠款)

8、電話回復(fù)客戶催貨 

39· l will need to check with production department and get back to you in half an hour.
我需要和生產(chǎn)部門核實一下，半個小時后再回復(fù)您。(回復(fù)客戶催貨，需要和生產(chǎn)部確認(rèn))

40 · Your goods are still under production and itshall be ready next week .l will inform you byemail as soon as they are ready.
您的貨物目前還在生產(chǎn)中，預(yù)計下周就能準(zhǔn)備好。一旦準(zhǔn)備好，我會通過郵件通知您。(電話回復(fù)客戶催貨，告知貨好會郵件通知)

9、電話與客戶約會議時間

41·When's a good time for us to have an onlinemeeting?
我們何時進(jìn)行在線會議比較合適(電話問客戶會議時間)

42·How does this week work, or is next weekmore convenient?
這個星期怎樣，還是下個星期更方便？(與客戶電話商量會議時間)

43 、What is the best way to get on your calendar?
怎樣才能最好地與您的日程安排相吻合？(電話問客戶合適的會議時間)

44 、what is your availability for meeting over thenext few days?
您接下來幾天有空參加會議嗎？(詢問客戶接下來幾天方便會議時間)

45·Perfect,I'l send you a calendar invite to confirm.
好的，我會發(fā)送給您一個日程邀請來確認(rèn)。(當(dāng)客戶電話中確認(rèn)會議時間,回應(yīng)郵件會更新會議邀請)

10、電話客戶，非本人接 

46 ·Canlleave a message for him/her?
我可以給他/她留言嗎？(電話客戶,非本人接電話)

47 、could you tell him/her that l called，please?
能告訴他/她我給他/她打過電話嗎？(電話客戶，非本人接，告知對方你來電過)

48·Could you ask him/her to call me back,please?
請問您能讓他/她給我回個電話嗎？(電話非本人接，告知對方讓客戶回電)
49·Okaythanks.I'll call back later.
好的，謝謝。我稍后再打過來。(會再來電)

11、和客戶電話時信號不好

50 ·lt seems the network is not good now. l will

send you an email for your required details.
好的，看起來現(xiàn)在網(wǎng)絡(luò)不太好。我會發(fā)送郵件給您，提供您需要的詳細(xì)信息。(電話信號不好，改發(fā)郵件)

51·l'm sorry, we have a bad connection. Couldyou give me your phone number and ll call youright back?
很抱歉，我們的連接不太好。能告訴我您的電話號碼嗎？我會馬上給您回電話(通訊軟件信號不好，改打電)

52-l think we have a bad connection.could youspeak a little louder please?
我覺得我們的連接不太好。您能說大聲一點嗎？(電話信號不好，讓客戶聲音大一點)

53·l'm sorry, could you repeat that?
對不起，您能再重復(fù)一遍嗎？(聽不清，讓客戶重復(fù))

12、電話結(jié)束語

54·Thanks for that, we really appreciate it. I'llmake a note bye mail for our discussion then.

Have a nice day.
謝謝您，我們非常感激。我會通過郵件記錄我們的討論內(nèi)容。祝您今天愉快。(結(jié)束通話前告知客戶會發(fā)郵件書面總結(jié))

55 ·Thank you for your call. Do you have anyother questions or concerns?
謝謝您的來電。您還有其他問題或要咨詢的嗎？(詢問客戶有無其他問題)

56·Thank you for your call. Enjoy your evening.
謝謝您的來電。愿您晚安。(常規(guī)電話結(jié)束語)

57、Than you for your time. Have a nice day.
感謝您抽出時間。祝您愉快的一天。(常規(guī)電話結(jié)束語)

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