外贸客户电话开发指南（上）

一、打电话之前的准备

1.查看客户网站

认真仔细，不错过任何细节，如果英文看不懂就翻译成中文的(一些浏览器可以做到直接翻译，比如chrome谷歌浏览器)，不过也会存在一定的偏差。我们可以了解目前客户正在卖的产品类目，以及了解客户未来可能会涉及到的产品种类。

2.收集电话号码

去客户的网站下面收集info邮箱和电话号码，再去相关网站尝试搜索主要联系人的电话，一般info的电话号码都是打到前台。

3.准备产品介绍资料

在给客户打电话之前，最好将自己要推荐的产品资料打开(最好是英文)，以防太过紧张忘记要说的内容。

4.准备自己要说的话术

将自己要说的话术准备好，不然结结巴巴，给客户印象不好。

5.注意打电话时间

打电话的时间看情况，尽量根据客户的时间，选择在对方的下午。

二、常见表达和实用短句

1.找特定的人

1. Hello, could l speak to Mr. Smith?

2.ls Mr. Smith here today?

3. Can you put me through to Mr. Smith please?

2.找非特定的人

1.Maylspeak to someone in purchasing department, please?

2. Can you put me through to the finance department, please?

3.ls it possible to speak to the finance manager, please?

3.常用短语

Hold on 稍等-下=Hang on Leave/takeamessage留言

Hand up 挂断 Return acall 回电

Put through 转接 The line is engaged 线路忙

Call back 回拨 Get through to someone 接通某人电话

Get through 接通 On the phone在打电话

Pick up 接听 Land line座机电话

Get off 收线 Office/homenumber 办公室/住宅号码

Answer the phone接电话 Pin number 密码

Make/placeacal 打电话 Calling card 电话卡

Public phone 公用电话 Answering machine 录音电话

Extension 分机 Voice message 语音信息

Prankcall 恶作剧电话 SMS短信

Long distance call长途电话 Wrong number 错号

Busy signal 忙音 Country/areacode 国家/地区代码

Speaker phone免提电话

4.实用短句

1. What time do you think he will be back?

你觉得他什么时候会回来?

2.May l know when is a good time to call you back?

我下次什么时间回拨比较合适呢?

3. I will call again later.

我会再打来的。

4. Something urgent need to be confirmed with him, or could you share his mobilephone number to me please?

有一些紧急情况需要跟他确认，或者你可以把他的手机号给我吗?

5.l got your number from XX.

XX给了我你的电话号码。

6.Mayl know your position/title in the company?

我能了解一下您在公司的职位吗?

7.l cannot get through to the purchasing department.

采购部的电话我打不通。

8. Sorry, the connection is really bad, would you mind say it one more time?

不好意思，信号真的很不好，你能再说一遍吗?

9.May l have your name?

我能知道你的名字吗?

10.Mr.XX is not available at this moment.

XX先生现在不方便。

11.I hope l'm not disturbing you.

我希望没有打扰到你。

12.May l know who is speaking?

我可以知道你的名字吗?

13.Can you repeat again?

你能再重复一遍吗?

三、如何和前台电话沟通

如果我们有采购的联系方式，那我们就可以直接给采购打电话，没有的话就去公司官网找公司的前台电话。

1.开头

Hi,can you hear me?你好，能听到我说话吗?

Tips:我们不要一接通电话就说我们是谁要做什么，推销性质太强，前台也不愿意跟我们说太多。我们可以直接让前台转接，视情况而定。

This is XX (名字)from XX(公司). Could you please help me to transfer the line to Mr.XX in XX department.我是XX公司的XX。你能将我转接给XX部门的XX先生吗?

Tips:有的前台会直接转接，但是有的前台会问原因，有的会让发邮件(或者发给info@xx.com)，有的说在开会...具体情况具体应对。下文会有转接成功不同的应对方式。

2.中间

情况1:前台问我们来电的原因

① 寻找合作机会

In fact, l saw your company information from an exhibition, and now l just wonder if your company will purchase any electronic components? We are one ofthe top 10suppliers ofelectronic components in HK. l have seen your company website. l'm veryinterested in your company and want to have the opportunity to cooperate with you.

我从一个展会上看到了贵公司的信息，我想问贵公司是否要购买电子部件。我们是香港排名top10的电子部件供应商，我已经看过你们的官网了并且非常感兴趣，想有个机会跟你们合作。

② 确认订单

I have communicated with Mr. XX, and he placed an order with me two days ago, and now there is something urgent that l have to confirm again before shipment.

我跟XX先生联系过了，他在2天前在我这儿下了订单，现在有紧急情况需要在发货前再次确认。

③ 客户发了询盘

Your company's purchasing department left a message on our company's website.I want to communicate with him/her.

贵司在我公司官网留了一条询盘信息，我希望能够跟他/她进一步沟通。

④ 被客户退信

I have tried to send an email to XX, but the system shows that the email has beenreturned.

我给XX发过邮件，但是系统显示邮件被退回了。

⑤ 发了报价客户没有回复

I received an inquiry from XX, and then l send a quotation to him/her, but l didn't get any reply until now.

我收到了XX的询盘消息，我把报价发送给他/她了，但是到现在我也没有得到任何回复。

情况2:前台让我发邮件给info邮箱

①询问邮箱是谁管理

Okay, will sent to it. May l know that the purchasing department will directly see my email in the info mailbox, or will you forward it for me?

好的，我会给info邮箱发的。不过这个邮箱是采购部门能直接看得到的，还是你们会帮忙转发过去?

②)说明已发送，但是没收到需要对方再发一次

I have emailed you before, but i never got a reply. I will send you another one now and could you do me a favor that replies hi or any words to my email? l just wanna check if the email is available.

我已经给info邮箱发过邮件了，但是我没有得到任何回复。我现在再给你发一封，你能随便给我回个消息吗?我就是想确认一下这个邮箱是否好用?

Maybe you can check it now, l already send you a minute ago.

你可以现在查一下邮箱，一分钟之前已经发送给你了。

Could l call you again in a few days? l would like to get feedback from the purchasing department so that l will know how to follow you.

我这几天能再给你打个电话吗?我在进行下一步之前需要先得到采购部门的反馈。

情况3:采购不在办公室

① 说明情况紧急

I'm urgently waiting for him/her to confirm some details, could you please give me the email address or the phone number of Mr.XX?

我有一些非常重要的细节需要跟他/她确认，你能给我他/她的邮箱地址或者电话号码吗?

② 确认邮箱地址

Could you please spell it for me?

你能给我一下拼写吗?

③ 再次重复

Thank you so much, l repeat it again. lt's XXXX.

十分感谢，我再重复一遍。XXX

情况4:前台说采购在开会

① 直接问联系方式

Okay, can you give me XX’s email address or phone number so that l can connecthim/her later.

好的，那你能给我他的email或者电话号码吗，我稍后联系他。

②) 问会议什么时候结束

What time do you think he/she will be back/finish the meeting? May l know when is a good time to call you back?

他/她大概什么时候可以从会议结束?我什么时间打过来比较方便呢?

Thank you, l will try at that time. You are so nice and patient, have a good day.

十分感谢，我会试试的。你又好又有耐心，祝你一天都开心顺利。

③ 是否可以转接另外一个采购

So do you mind to helping me transfer the line to Mr.XX. l got this name from the autoreply of Mr.XX's email, he said l can contact him if there is something urgent.

你可以帮我转接给XX吗?XX跟我说如果我联系不到他的话，有紧急情况可以联系XX。

So could you please help me to transfer the line to someone in purchasing department and he/she is available?

你能帮我转接到采购部门的随便一个人接听吗?

④ 让前台提醒采购再次确认邮箱

I already send the email to him, could you please tell him/her to check the mailbox again and give me some feedback.

我已经给他发邮件了，你能帮我转告让他再看一下收件箱吗并且给我一些反馈吗?

⑤ 跟前台闲聊套信息

May I know how many people are in the purchasing department?

你们采购部门有多少人?

感谢大家的阅读关注分享，希望能对大家的业务开发有所帮助，抛砖引玉，取得更好的业绩成果。

外贸客户电话开发指南（上）

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