外贸人最实用的电话跟进术语

外贸电话沟通技巧总结

一、电话开头寒暄

• Good morning. How are you today?
• Hi xxx, how's it going?
• Great to hear! I'm doing very well, thank you for asking.
• All good, hope you too.
• How can I help you today?
• May I ask who is calling?
• May I ask who is speaking there?

二、电话确认细节

• Can you please verify your zip code?
• Is this one still your current billing address?
• How would you like to pay for the order? We accept PayPal, Western Union, or all major credit cards.

三、电话跟进订单

• I'm reaching out about the email I sent on Thursday, did you get a chance to review?
• I was calling to follow up on the proposal sent.
• I sent you the proforma invoice yesterday. Did you get a chance to read it?
• Design mock-up has been sent by email. Wanted to check if you got it.
• Is there any progress on the project? We need your feedback on our last discussion to move forward further.
• I'd like to check if all is clear for the quotation I sent you last week.
• I am calling to check if you have any questions for the manual?

四、电话跟进样板反馈

• I am calling to check if you have got the parcel?
• We checked and got to know that you got the sample last week. May I have your feedback?
• I am calling to ask about your feedback on the sample we sent.
• Any improvement or changes need to be made based on the current sample?
• Is the sample quality fine?
• I am calling to check when you can confirm the samples, so we can start with production immediately.

五、电话售后常规询问

• I hope the parcel is still in good condition.
• I am calling to check if you are able to clear the goods.
• How is the launch? Do you need any further technical support from us?

六、电话回应客户投诉

• I know this is less than ideal. But I'm going to have to talk to my manager and see what we can come up with to resolve your issue.
• I'm really sorry that you weren't happy with your goods. I will get back to you once we have a solution.
• I'm going to email them to you right now.
• I'm so sorry your order didn't come in on time. Let me speak to my supervisor to see what we can do for you.
• I'm so sorry that you've had to deal with this problem. Let me quickly check to see if I can fix it. I will update you by email.
• I completely understand the frustration you're feeling. I feel the same way. Can I ask you a few questions so we can get this resolved?
• Please bear with us till tomorrow. We are looking into the issue and will update the solution by email.

七、电话催客户付款

• I am calling to check if you are able to send balance payment this week? ETA date is approaching.
• I'm calling on behalf of the company you owe money to. Could you please give me an update on the payment status?
• My apologies, I'll check our system and see why this wasn't marked as paid and make sure it doesn't happen in future. Do you know when this was paid?
• Our accountant has sent you the updated statement last Friday. I'd like to check if you can settle it within this week.

八、电话回复客户催货

• I will need to check with production department and get back to you in half an hour.
• Your goods are still under production and shall be ready next week. I will inform you by email as soon as they are ready.

九、电话与客户约会议时间

• When's a good time for us to have an online meeting?
• How does this week work, or is next week more convenient?
• What is the best way to get on your calendar?
• What is your availability for meeting over the next few days?
• Perfect, I'll send you a calendar invite to confirm.

十、电话客户，非本人接

• Can I leave a message for him/her?
• Could you tell him/her that I called, please?
• Could you ask him/her to call me back, please?
• Okay, thanks. I'll call back later.

十一、和客户电话时信号不好

• It seems the network is not good now. I will send you an email for your required details.
• I'm sorry, we have a bad connection. Could you give me your phone number and I'll call you right back?
• I think we have a bad connection. Could you speak a little louder please?
• I'm sorry, could you repeat that?

十二、电话结束语

• Thanks for that, we really appreciate it. I'll make a note by email for our discussion then. Have a nice day.
• Thank you for your call. Do you have any other questions or concerns?
• Thank you for your call. Enjoy your evening.
• Thank you for your time. Have a nice day.

外贸考试项目汇总