加拿大外贸
上个星期一位连粉向阿连“哭诉”，她的一位客户上月下了单，也付了订金，但就在上星期，这位对价格行情十分敏感的客户知道制作该产品的其中一个零部件的价格下降了，也跟另外一个供应商询过价，发现价格可以有4-5美金的降幅，因此客户要求连粉把差额退还。但是连粉的公司收到客户订金之后就已经按照当时的行价购入材料了，产品也准备上线生产，无法退还。连粉因此向客户解释，不料客户竟然以退单要挟，逼迫连粉降价。几经沟通，仍无法得到共识，无奈的连粉因此求助阿连。Last week, one of our fans “complained tearfully” to me by the reason that one of her customers placed an order and paid the deposit last month, but last week, the customer who was sensitive to the price knew that the price of one component decreased and he had received quotation from another supplier, knowing that the price could drop $4 to 5. As a consequence, the customer requested refund for price difference. The problem was that our fan’s company had purchased materials to ready production in line as long as they received deposit, so it was impossible to refund. He explained to the customers. Unexpectedly, the customer forced him to lower the price by canceling order. The both sides couldn’t get consensus with several communications. Helplessly, he asked me for help.
相信如果大家遇到这种情况，除了叹一句无奈之外，也会据理力争，绝不退让吧。但是，当双方都固执己见，不肯让步的时候，这样的僵局如何打破呢？退吧，说不过去，会造成亏损，不退，一直这样僵持下去，对双方也没有好处。
You must encounter such kind of situation, in addition to sigh, I think you must argue and never back down. But, when both sides are opinionated without concession, how to break such a deadlock? If make concession, it is unreasonable because it may lead to loss. If not, no one can benefit in a standoff.
遇到这种情况，阿连给出的建议是，一方面无论如何必须向客户解释清楚情况：首先，公司已经备料了，而且是按照当时高价时候采购的，公司并不存在故意报告价格，赚取利润的行为；第二，作为对价格如此敏感的您，当时下单的时候也肯定对比过价格，觉得我们合适才下单的，但现在市场情况有变，造成价格落差，也不在我们控制范围内，要求我们退回差价，于理不合；另一方面，提出建议：再这样僵持下去，对双方都没有好处，不如尽快落实生产，让产品尽早推出市场，赢得先机。
In this case,my suggestion is, for one thing, no matter how, you must explain to the customer:
first of all, the company purchased the material in high price at the time, thus, the company didn’t intentionally quote higher price to get profit; second, as the one who was so sensitive to the price, you must compare prices before placing orders because you regarded us suitable. But the change of market and the price gap now was out of our control. So it was unreasonable to request refund for price difference; For another thing, give practical advice: it is better to carry out the production as soon as possible to launch products in market as early as possible rather than to stand in stalemate to loss benefit of both sides.
像连粉的这种情况，应该也是少数，因为阿连相信大部分客户都是明理的人，不会提此无理要求。但是既然遇到了，就要坦然面对，寻找应对的方法。
His case is not common because most customer are reasonable and won’t put forward such unreasonable demand. But now that encounter it, we have to be calm and face it, finding an appropriate solution.
首先，对客户晓之以理，其次，就是要为客户提供解决方法。因为当你费尽唇舌跟客户讲道理他都不接受的时候，再多的解释也只是徒劳，因为客户并不是不明白你说的道理，只是他也想为自己争取最大的利益，这时候最有效的方法就是提供一个能说服他的方案，让他接受。
First, inform customers of reasons; Second, provide customers with solutions because everything is in vain when he didn’t accept any explanation. Actually customers understand what you said but they just want to get the largest interests for himself. On this occasion, the most effective way is to provide a persuasive solution to make him accept.
例如像连粉这次的情况，我们最能够做的就是尽快完成生产，让客户尽早把货物推出市场，赢得先机，而不是为退款的事情纠结。因为对供应商来说，退款或者退单都是不可能的事，这样会给公司造成很大的损失，但是，如果我们坚决回绝客户，又会破坏我们之间的关系，就算此单出货了，也不一定能获得客户的稳定支持。
Such as in this case, what we can do is to complete the production as soon as possible to let the customer launch goods to market as soon as possible, winning advantage, rather than to entangle with the refund, because in terms of suppliers, refund or canceling order is impossible, for it will cause a great loss to company. But, if we firmly reject the customer, it will destroy our relationship, even if succeed in shipment, the customer may not support us stably.
所以，在沟通的过程中，我们一定要注意语气和态度，在不合理要求下，坚持自己的立场是必须的，但是也必须注意我们对待客户的语气，不能说气话，应该以解决问题为前提与客户展开谈判。
So, in the process of communication, we must pay attention to the tone and manner. Under the unreasonable demands, standing our ground is a must, but also must pay attention to the tone that we treat customers. You can’t say angry words, but talk with customers on the premise of problem solving.
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[ 本帖最后由 小助理 于 2015-6-25 12:08 编辑 ]
评论
说到还价每次都是我败，每次都给客人压价格。
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在沟通的过程中，我们也一定要注意语气和态度噢，在不合理要求下，坚持自己的立场也是必须的:)
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客户没有信誉，做完这单over
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和客户沟通后，无理要求，要坚持立场:)
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多沟通。
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对 有时候是得坚持自己的立场
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谢谢分享。
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在不合理要求下，坚持自己的立场也是必须的
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