一、外贸电话沟通
（一）通话前准备
1. 心态状态：面带笑容通话，热情真诚，让客户感知你的态度，记住你的声音与名字。
2. 明确通话目的：电话核心作用：信息获取、客户提醒、激活老客户、推进订单；电话必须和邮件互相配合。
3. 提前写提纲：梳理发言要点，预判客户提问并准备应答；拒绝单向灌输，做互动对话，多挖掘客户真实需求，用于后续跟进方案制定。
4. 工具准备：备好纸笔记录关键信息。
（二）把握拨号时间（国内时间，参考）
避开客户双休日；尽量避开周一（刚开工）、周五（临近休假）；严格遵守时差，避免深夜凌晨致电。
• 上午
8:00｜美国西部（洛杉矶、旧金山、西雅图）、加拿大温哥华
9:00起往后2h｜日本、韩国
10:00起往后2h｜东南亚：马来西亚、印尼、越南、泰国、柬埔寨
• 下午
13:00起往后2h｜巴基斯坦
14:00起往后2h｜阿联酋、印度、尼泊尔、孟加拉、伊朗、科威特
15:00起往后2h｜沙特阿拉伯、俄罗斯莫斯科
16:00起往后2h｜以色列、土耳其、乌克兰、罗马尼亚、希腊、芬兰、南非、保加利亚
18:00起往后2h｜英国、爱尔兰、摩洛哥、葡萄牙、冰岛
21:00起往后2h｜南美（巴西、乌拉圭、阿根廷）、加拿大东部圣约翰斯
22:00起往后2h｜巴拉圭、智利、委内瑞拉、多米尼加、玻利维亚、波多黎各
23:00起往后2h｜哥伦比亚、牙买加、秘鲁、古巴、加拿大渥太华、美国东部（纽约、波士顿）
00:00起往后2h｜尼加拉瓜、危地马拉、美国中部、墨西哥、加拿大温尼伯
（三）基础通话流程&核心英文话术
1. 开场：自报身份+确认邮件
邮件标题简洁，适配手机端阅读
Hello, this is XX from XX company. We specialize in XX business.
Have you received my email dated XX with subject XX?
• 客户答No：Okay, thanks for your feedback. I’ll resend the email, please kindly check after 5 minutes.
• 客户答Yes：Regarding this email, I attached some best‑selling products for your market. Do you have any interest?
跟进提问（按需选用）
Do you have plans to develop new products this season?
Do you have Chinese suppliers for XX items?
Do you need samples for testing?
2. 找人转接
• 请求转接：Could I speak to XX, please? / Could you put me through to extension XXX?
• 请稍等：Could you hold on a moment, please?
• 对方不在：Could I leave a message for him/her? Please ask him/her to call me back. / Okay, I will call back later.
• I’m afraid the line is bad. Could you repeat that / speak a little louder?
• Bad connection. I will send you an email with all key details.
4. 通话结尾
重要习惯：口头沟通内容，后续用邮件书面确认留存
I will send you a follow‑up email shortly. So glad to talk with you. Have a nice day. Goodbye!
（四）高频业务场景话术汇总
① 跟进邮件/报价/项目
1. I’m calling to follow up on the email I sent on Thursday. Did you get a chance to review it?
2. I sent you the proforma invoice yesterday. Have you checked it?
3. Is there any progress on this project? We need your feedback to move forward.
4. I’d like to check if you have any questions about our quotation.
② 样品跟进
1. I’m calling to check whether you have received the sample parcel.
2. May I have your feedback on our sample?
3. Any modifications needed for the sample? When can you confirm samples for mass production?
③ 订单&催付款
1. The ETA is approaching. Could you arrange the balance payment this week?
2. Our accountant sent the updated statement last Friday. Could you settle it this week?
④ 客户催货
1. I need to check with production and get back to you within 30 mins.
⑤ 售后&处理投诉
1. I’m really sorry for this issue. I will talk with my manager and get back to you with a solution via email.
2. I totally understand your frustration. Could you share more details so we can resolve it?
3. We are investigating the case and will update you before tomorrow.
⑥ 预约线上会议
1. When would be a good time for our online meeting?
2. Are you available for a meeting in the coming days?
3. Perfect. I will send you a calendar invite for confirmation.
（五）电话沟通核心要点
1. 清晰报身份，控制语音语调；
2. 音量、发音清晰，保障对方收听；
3. 使用客户习惯的用词；
4. 多倾听，不随意打断，适时给予回应；
5. 善用举例辅助理解；
6. 随时用纸笔记录关键信息。
二、即时通讯工具沟通技巧
邮件容易石沉大海，即时通讯可以做到实时沟通，抓住客户咨询的触点，提升转化。
1. 搭建FAQ资料库
整理产品、技术、服务高频问题，备好标准优质回复，体现专业度。
2. 区分客户背景差异化沟通
提前调研客户背景，区分新访客、二次合作客户，针对性沟通；做好客户信息记录管理。
3. 主动有效提问，切忌主观猜测
穿插关键问题：是否在中国采购过、价格与付款方式接受度等；听不懂客户表述务必确认，不要主观臆断，避免谈判出错。
4. 多用图片、视频、文件辅助表达
文字描述有限，产品图、车间视频、检测资料直观打消客户顾虑，按沟通阶段按需推送资料。
面对压价：不要直接降价，先强调产品价值，争取在起订量、交期、付款条件上交换条件，再以向管理层申请的方式迂回谈判。
6. 感知客户情绪，主动破冰
客户突然失联，可以主动询问是否遇到难题，维护客情。
7. 关键信息邮件二次确认
价格、交期、账号、规格等重要信息，即时聊天达成共识后，必须邮件书面确认，规避纠纷。
补充：不同国家偏好不同通讯软件，结合目标市场客户习惯选择工具，提升沟通效率。
