樣品在訂單確認(rèn)的過程中是至關(guān)重要的。做業(yè)務(wù)時(shí)，通常都會(huì)遇到關(guān)于樣品收費(fèi)的難題。比如，有些客戶根據(jù)他們公司的規(guī)定，只愿意支付運(yùn)費(fèi)，有的甚至連運(yùn)費(fèi)也不愿意支付。對(duì)于業(yè)務(wù)員來說，如果免費(fèi)給客戶提供樣品，需要在公司內(nèi)部申請(qǐng)并說明客戶情況，還需要領(lǐng)導(dǎo)核實(shí)審批，程序比較復(fù)雜，也有可能會(huì)被拒絕。如果需要向客戶收取費(fèi)用，有些客戶比較爽快的愿意支付費(fèi)用。但是有些客戶卻不愿意支持樣品費(fèi)，所以需要深入溝通。對(duì)于工廠來說，如果給每個(gè)客戶免費(fèi)提供樣機(jī)，這筆開支也是驚人的，有點(diǎn)不切實(shí)際;另一方面也不符合長(zhǎng)期的戰(zhàn)略性的發(fā)展規(guī)則。但是是否收取樣品費(fèi)這個(gè)問題，我們要區(qū)別和靈活對(duì)待。第一，如果產(chǎn)品有一定的貨值，要確定樣品都是需要收費(fèi)的，在開始聯(lián)系客戶的時(shí)候就明確表明，努力爭(zhēng)取讓客戶支付樣品費(fèi)用。第二，根據(jù)對(duì)客戶的評(píng)級(jí)以及其誠(chéng)意和產(chǎn)品的銷售情況，可以考慮贈(zèng)送一些免費(fèi)樣品。因?yàn)闃悠肥谴蜷_大客戶大門的第一步。第三，如果樣品的貨價(jià)比較便宜，客戶要求的數(shù)量較少，可以提供免費(fèi)樣品。

　值得注意的是，如果客戶愿意支付樣品費(fèi)用，則體現(xiàn)出客戶重視彼此間的合作，是非常有誠(chéng)意的表現(xiàn)。這些客戶的成交率往往也很高，要重點(diǎn)跟進(jìn)。日常郵件是交流和交換信息的主要方式，如果需要和允許，可用電話和其他即時(shí)溝通工具交替進(jìn)行。對(duì)于那些藥了解樣品之后再開始合作的客戶，英適當(dāng)給予產(chǎn)品的測(cè)試和市場(chǎng)考察時(shí)間。然后，針對(duì)客戶的反饋，跟進(jìn)訂單落實(shí)的世界。如果客戶提出改進(jìn)建議等其他要求，要結(jié)合公司的實(shí)際情況，著重分析客戶的要求，整理出切實(shí)可行的方案，做到胸有成竹，有的放矢!

　對(duì)收取樣品費(fèi)用這個(gè)難題應(yīng)當(dāng)如何與客戶溝通?如何引導(dǎo)客戶，讓客戶開心地埋單?如何讓客戶感覺到你的誠(chéng)意和付出?如何讓客戶覺得和你合作是很愉快的?本節(jié)將一一分析。

　Customer ask for samples to send by fedex

　Dear Water,

　Thanks for your email.

　I’ve been checking with Wal-mart and I need you send me urgently by FEDEX the following items samples.

　DVD592 W/DivX

　DVD558B (They didn’t like the tooling, could you please offer me another?)

　DIVX602 (They are interested in this one but without the card reader because tell me the price without the card reader?)

　As soon as all of these is OK, I will send you our FEDEX account’s details so that you could send those and please also tell me when those will be ready to send.

　It’s very important to know the percentage of RMA you will be sending, for because, for most of the items, Chinese products come with failures and Wal-Mart need to know in advance the said percentage.

　Best regards,

　Marcelo

　Reply to the above

　Dear Marcelo,

　It is pleased to get your feedback. Thanks for your appreciations of our items.

　Further to the samples, all of them are OK to send, but as a rule, we have to charge you first. That is a usual way to every customer. I think we could get your support and understanding, too. When the samples are ready, it is sure we could send you by your FEDEX account. Please kindly confirm me the samples charges. And I will send you P/I for payment remit immediately.

　DVD558B is not your type, I would recommend you the offer one, enclosed the item DVD557B.

　Regarding DIVX602, the model is always coming with USB and together with Card reader. We can not cut the Card Reader function only. Now we got many nice feedbacks about this item, would you try to promote and take that as additional function? It may be OK, too.

　Regarding RMA, now the rate is 1.5%. Now the DVD player is very mature in our company.

　Look forward to your further comments soon.

　Best regards,

　Water

　Notes

　1. 一般情況下，客戶如果認(rèn)同供應(yīng)商的公司和產(chǎn)品，在要求樣品時(shí)，會(huì)直接提出利用他們公司的到付快遞賬號(hào)寄送樣品。

　2. 如果需要支付樣品費(fèi)用，必須明確提出，在語言運(yùn)用方面要體現(xiàn)誠(chéng)心誠(chéng)意，讓對(duì)方愉悅地接受。無論對(duì)方是否一定支付，都先要假定對(duì)方會(huì)支付費(fèi)用。

　3. 對(duì)對(duì)方提出的問題，回答之余也要有適當(dāng)?shù)囊龑?dǎo)。因?yàn)槊總€(gè)市場(chǎng)對(duì)產(chǎn)品功能的要求不同。但是由于產(chǎn)品本身的原因，有些功能是無法達(dá)到或者去除的，所以無法百分之百達(dá)到客戶的要求。這個(gè)時(shí)候引導(dǎo)和說明尤為重要。