凌晨三点,李薇盯着电脑屏幕,手指悬在发送键上迟迟不敢落下。
“Could you provide your account number?”(你能提供账号吗?)—— 这封邮件她写了又删,删了又写,最终没敢发出去。
第二天,客户在电话里不耐烦地反问:“Why didn’t you just ask clearly about the freight collect account earlier? We almost missed the shipment deadline!”(你为什么不早点问清楚到付账号?我们差点错过船期!)
一句看似简单的询问,竟让价值20万美金的订单差点泡汤。
“外贸人最怕什么?不是砍价,不是验厂,是问客户要账号时对方突然‘已读不回’!” 一位在速贸网分享经验的老外贸在评论区吐槽道。
这话瞬间戳中无数同行的痛点,问得太直白,显得粗鲁又业余;问得太含蓄,客户可能根本get不到重点,尤其是涉及到付运费(Freight Collect) 这种需要客户承担费用的敏感环节,措辞拿捏不当,轻则沟通效率低下,重则让客户质疑你的专业度,甚至影响订单推进。
一句不得体的询问,足以让精心维护的客户关系瞬间冻结。
为什么你问“到付账号”的邮件,客户总是不回复?外贸沟通的隐形雷区
外贸沟通中,“到付账号”的询问堪称高频雷区,很多业务员习惯性抛出直球:“Do you have a freight collect account?”(你们有到付账号吗?) 或更糟的 “Can you pay for the freight?”(运费你们能付吗?),这类问法问题重重:
- 过于直接生硬,缺乏商务礼仪缓冲: 仿佛在质问客户“你付不付钱?”,极易引发抵触情绪,资深外贸经理张涛分享:“有次新人这么问,客户直接回‘Are you doubting our ability to pay?’(你在质疑我们的支付能力吗?),场面一度尴尬。”
- 模糊不清,未明确沟通目的: “Account” 一词过于宽泛,是指银行账户、物流账号还是信用账户?客户需要猜测你的真实意图,网友@海运小达人吐槽:“最怕收到‘Please send your account’,我该发哪个?财务账号还是DHL账号?”
- 忽略场景,缺乏必要上下文: 没有关联具体订单或运输安排,显得突兀且不专业,国际物流专家陈琳指出:“脱离具体业务场景询问支付方式,就像在餐厅没点菜就问‘你带钱了吗?’,非常不专业。”
更致命的是,这种问法隐含了对客户的不信任感。 国际商务礼仪的核心是建立信任与舒适感,生硬地询问支付能力或账号细节,如同在合作起点就划下一道怀疑的鸿沟,客户可能解读为:“这个供应商是不是担心我付不起钱?” 或 “他们流程这么不专业?”,这种负面印象一旦形成,后续合作必然磕磕绊绊。
每一次生硬的询问,都在透支客户对你的信任额度。
让客户秒回的外贸到付账号询问模板:精准、专业、无压力
如何优雅又高效地获取关键信息?关键在于将询问融入具体业务场景,提供明确选项,并展现专业服务姿态,以下是经过实战检验的三大高效话术模板:
订单确认阶段,自然植入选项(最推荐!)
“Regarding the shipping arrangement for your order #12345, could you kindly advise your preference:
A) Freight Collect: If you have an existing freight collect account with [Carrier Name, e.g., DHL/FedEx], please provide your account number for our smooth processing.
B) Freight Prepaid: We can prepay the freight and include it in the commercial invoice for your settlement.
Please let us know your choice at your earliest convenience to ensure timely dispatch.”
核心优势:
- 自然植入: 将账号询问作为运输安排(Shipping Arrangement)的一个选项(A)提出,极其自然。
- 清晰选项: 给出A(到付)和B(预付)两种明确选择,降低客户决策负担。
- 强调便利性: “for our smooth processing” 表明是为了高效服务客户,而非单纯索要信息。
- 明确行动指引: “please provide your account number” 直接告知客户需要做什么。
- 制造紧迫感: “to ensure timely dispatch” 强调及时回复的重要性,促进反馈。
网友@Jade_Export 反馈:“上次按模板二写的,客户当天就回复了账户!还夸我们流程清晰。”
运输执行前,友好确认细节
“To finalize the shipment for order #12345 via [Carrier Name] scheduled for [Date], we’d like to confirm the freight terms:
Will this shipment be handled as Freight Collect? If so, could you please share your valid freight collect account number with [Carrier Name]? This allows us to complete the airway bill accurately and avoid any delays.
Alternatively, if you prefer Freight Prepaid, we’ll proceed accordingly and add the cost to the invoice.
Your prompt confirmation is appreciated!”
核心优势:
- 场景明确: 关联具体订单号、承运商和计划发货日期,上下文清晰。
- 精准提问: 先确认是否到付(”Will this be Freight Collect?”),再针对性地问账号(”If so, could you please share…”),逻辑严谨。
- 强调必要性: “to complete the airway bill accurately and avoid any delays” 解释为何需要账号,体现专业性。
- 提供备选: 再次提及预付选项,覆盖所有可能性。
客户主动要求到付后,高效跟进
“Thank you for confirming Freight Collect for your order #12345. To assign the charges correctly to your account, could you please provide us with your full freight collect account details for [Carrier Name]? Specifically, we’ll need:
– Account Number
– Account Name (as registered with the carrier)
– Any relevant contact person/department at your end for carrier reference.
Providing these details will ensure a seamless pickup and transit process. Thank you for your cooperation!”
核心优势:
- 确认前提: 基于客户已选择到付,询问顺理成章。
- 明确需求: 清晰列出所需的具体信息(账号、账户名、联系人),避免来回沟通。
- 解释原因: “to assign the charges correctly” 和 “ensure a seamless pickup” 强调信息的关键作用。
- 结构化请求: 分项列出,方便客户逐项回复,提高效率。
关键表达升级库:
- 替换生硬的 “Do you have…?” / “Can you pay?”:
- Could you kindly advise your preference? (您能否告知您的偏好?)
- Will this shipment be handled as Freight Collect? (本次运输将按到付处理吗?)
- To assign the charges correctly… (为准确归属费用…)
- 替换模糊的 “Account”:
- Your valid freight collect account number with [Carrier Name] (您在[承运商]的有效到付账号)
- Your full freight collect account details (您的完整到付账户信息)
- 强调目的与服务性:
- for our smooth processing (以便我们顺利操作)
- to complete the airway bill accurately and avoid any delays (准确完成运单,避免延误)
- to ensure a seamless pickup and transit process (确保提货和运输过程顺畅)
- allows us to… / This will ensure… (使我们能够… / 这将确保…)
这些表达将生硬的索取,转化为专业的协作邀请。
客户不回复怎么办?阶梯式跟进策略打破沉默
即使话术完美,客户也可能因忙碌或疏忽未回复。有策略的跟进(Follow-up)至关重要,核心是“提供价值+制造紧迫感+升级沟通渠道”:
-
初次询问后 48小时:温和提醒,补充价值信息
“Following up on the shipping arrangement for order #12345. To secure the planned pickup slot on [Date] and avoid potential schedule delays, could you kindly confirm the freight terms (Collect/Prepaid) and, if applicable, provide your freight collect account details? We’ve attached the preliminary packing list for your reference. Looking forward to your update.”
- 行动: 提及具体时间点(”planned pickup slot on [Date]“),强调延迟风险(”avoid potential schedule delays”)。
- 增值: 附上初步装箱单(Preliminary Packing List),提供有用信息。
-
再 24-48小时无回复:升级紧迫感,明确后果
“Gentle reminder regarding the urgent shipping details for order #12345. Without confirmation of the freight terms and account details (if Freight Collect), we risk missing the [Carrier Name] cutoff time for [Date]’s departure, which could delay arrival by [Number] days. Please advise at your earliest convenience. A quick reply is greatly appreciated to prevent this delay.”
- 行动: 清晰量化延迟后果(”delay arrival by [Number] days”),点明关键时间点(”cutoff time”)。
- 语气: 使用 “Urgent”, “Risk missing”, “Prevent this delay” 传递紧迫性。
-
仍无回复(或临近截止时间):切换沟通渠道,电话/即时消息突破
- 电话/在线消息脚本要点:
“Hi [Client Name], this is [Your Name] from [Your Company] calling/chatting regarding the shipment for order #12345. I just want to quickly confirm the freight terms to ensure we hit the deadline for [Date]’s pickup. Could you let me know if it’s Freight Collect? If yes, I’ll just note down your account number right now to save us time and avoid any hold-up. Thanks so much!”
- 核心策略:
- 强调高效: “quickly confirm”, “save us time”, “avoid any hold-up”。
- 简化操作: 电话/即时沟通中,客户只需口头确认,压力最小。
- 聚焦行动: 直接问是否到付,是则立刻记录账号(”note down your account number right now”)。
- 电话/在线消息脚本要点:
每一次跟进都是展示专业和解决问题的机会,而非单纯的催促。
外贸沟通的本质:在信任的土壤中培育订单
询问到付账号,表面是获取一串数字,本质是测试双方协作效率的试金石,生硬的 “Can you pay?” 暴露的是流程的断裂和同理心的缺失,而专业的场景化询问,则是在构建顺畅的合作桥梁。
最高明的沟通,是让客户在提供信息时感到被支持而非被索取。
当你的邮件清晰列出选项,当你的措辞始终围绕“确保顺利操作”、“避免延误”,客户感受到的是专业与省心,网友@Global_Trader的总结一针见血:“好的供应商,连要账号都能要出‘为您服务’的感觉,差的供应商,报价都能报出‘爱买不买’的架势。”
外贸订单的基石,永远建立在专业细节与顺畅沟通之上。 每一次得体的询问,都在为下一次合作铺路,那些在邮件中精心设计过的问题,最终都会变成客户心中无声的信任票。
李薇的电脑屏幕上,新邮件提示亮起:
“Thanks for the clear options! We’ll go with Freight Collect. Here’s our DHL account: [Account Number]. Appreciate the smooth process.”(选项很清晰!我们选到付,DHL账号如下:[账号],流程顺畅,感谢!)
她靠在椅背上,窗外晨光微亮,20万美金的订单,终于稳稳驶向下一站。






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