外贸｜打电话给客户｜一文搞定前台接线员-今日必看

外贸｜打电话给客户｜一文搞定前台接线员

来源：喜剧西西发布时间：2023-07-01 10:20

Hi，大家好，我是外贸清泉~

有些外贸小伙伴问我，怎么才能在给外贸客户打电话时游刃有余？

我总结了一些他们常碰到的问题：

打电话的困惑/惊骇

1）白话太烂，不敢给客户打电话，怎么办？

2）听力巨差，听不懂对方在说什么？反应不过来？

4）如何克服给外贸客户打电话的惊骇？

5）脸皮太薄，怕同事笑话，自我设限太多，过不去自己这个坎？

6）每次打电话都是Gatekeeper接听，我应该跟TA聊些什么？

坐在电脑屏幕前的你，是不是也曾经有过同样的困惑啊？

我又想起，当初我刚开始做外贸的时候，白话烂，听力差，可我的老板说着一口贼溜的英语，整天在办公室里给客户打电话，一个接一个的订单就这样签下来了。

老板还一直鼓励我们打电话，天天起码要拨打十个！简直就是被逼上梁山的节奏！并且，我们业务员还得在办公室里跟老板反复模拟给客户打电话的场景，真是被逼得无路可退。

就是这样，我勇敢地迈出了打电话的第一步，慢慢地越打越顺，越来越有自信。

那时候，我是怎么做的呢？

✅我就是拿着电话，一边紧张地翻着笔记本上想对客户说的话，一边装作自信地跟客户交流，实在内心挺虚的，紧张到没有开通录音，哈哈哈

✅后来，我开始录下自己的通话，不停地回放，寻找改进的空间。

同时，我还多听听老板和其他经验丰富的同事的通话录音，学习他们的语调、措辞和沟通技巧。

慢慢地，我的白话表达能力开始晋升，听力也垂垂变得好起来。

外贸清泉觉得，对于那些对口/意向很高的客户，很有必要打电话跟进，究竟在外国人眼里，中国人是很少打电话的，你要是勇敢迈出第一步，肯定比其同行更轻易让老外记住你！

我每次打电话之前，都会拿着纸写下要讲的内容，这样既能提前准备好自己的演讲稿，又能避免紧张，到时候一切都忘光光，哈哈！

我就是觉得写下来，多演练几遍再打电话，这样就不会慌乱了。

打电话之前的预备工作

1）预备好需要问的问题

打电话就像上战场一样，你得有备而来啊！想想可能会被问到的问题，谜底要在心里有底。同时，想好你自己要问的问题，知道该怎么说才能得到你想要的信息。

2）调查分析客户

首先要调查分析客户，特别是重点跟进对口的潜伏客户，假如他们一直不回复，咱就得主动给他们打电话跟进一下了！

调查分析客户后，咱就知道客户痛点在哪儿了，就能有针对性地发问了，而不是啥都不预备，上来就一通乱打，尬聊啊?

关于如何做外贸客户背景调查分析，大家可以移步这篇文章：

超过5000字 | 外贸客户背景调查与分析 (超级干货)

3）录音

因为各国口音、语速不同，而且打电话也紧张，时间有限，一旦听不懂对方在说什么，就越紧张, 越语无伦次。。。

所以，一定要开通录音功能，把通话录下来。

这样，在通电话的时候，既能聚焦在重点上，又能记实下通话的细节。

多听几回录音后，就能更清晰地知道客户所关心的点了，然后再给客户写邮件，是不是就有底气啦？

6步策略搞定身经百战的前台

我们有些外贸人往往不太在意前台或接线员，可能是因为紧张，或者其他原因(敌对的立场，觉得接线员就是把自己拒之门外的)。

但事实证明，这些小人物可是施展着枢纽的作用。

大部分国外客户仍是很友好的，前台的先生或是小姐很高兴愿意为你转接电话。

那么，我们该怎么和前台接线员打电话，才能保持很好的沟通呢？

✅1）保持尊重

第一次打过去，千万别忘了问清晰前台的名字，可以让他拼给你听，记得用本子记下来，备后用！

第一次或许收成有限，别泄气，坚持继承打！一旦知道了前台的名字，下次打电话直接喊她名字，制造一种亲切感，先让她放松下来再说，嘿嘿

我们打电话的时候，可以凸起夸大，你正视他们的意见，他们不仅仅是一个gatekeeper，而是公司中有价值的成员。

好比：

Hello, 前台 name，

This is 外贸清泉, representing waimaoqingquan company.

I wanted to speak with your team about the cooperation of wire mesh products, but I"m not sure if it"s a perfect match for you folks.

Mind if I snag just 5 minutes of your time to get your valuable opinion? I totally understand that time is precious, so I won"t keep you longer than 5 minutes.

Thank you.

✅2）加私家联系方式，联络感情

一旦你拿到他们的私家联系方式，就可以来点小手段了。

记得记实下他们的兴趣爱好、喜欢的礼物，甚至是他们喜欢的运动或最近有什么不惬意的事情。假如你正好有解决方法，那就更好了！

然后，给他们一点小好处。告诉他们，假如他们能帮你转告采购部分或老板，等他们下单时，你会送他们一些额外的样品或礼物。这样他们才会有动力为你传话。

给国外客户送礼物，大家可以移步这篇文章：

外贸 | 客户受够了这些礼物！不要再送了！

我告诉你，这招很管用！我们曾经用这种方式成功地撬开了一些难搞的客户。

好比：

Hi, 前台 name,

I had you in mind the other day when I was walking past the football field. How did your last match go? I remember you were worried about your ankle.

"Have you heard of (XXX product for ankle issues),A friend of mine faced similar challenges, and she swears by the results.

✅3）多使用Please And Thank You

记得每句话都要有礼貌！

好比：

① YOU: I"m not sure who the right person is for my call. Can you please help me figure this out?

② YOU: I know purchasing manager/CEO has been extremely busy lately, can you please help me find a time on his or her calendar that won"t interrupt his or her meetings?

③ YOU:Thank you so much for taking my call. I am looking for the person who handles purchasing or importing work. Can you please help direct me?

④YOU: Hi 前台 name, this is 外贸清泉 from waimaoqingquan company. I was hoping you could help me find the right person to speak with.

I"m trying to connect with someone who would manage your [department/job function that would likely be a purchaser of your product/service]. Do you know who that might be?

情况1：前台给了采购的联系方式

YOU: Awesome, this is great. Thank you very much for your help. I"ll leave some of my information with you and try to reach out to [contact name] in a few days.

情况2：前台没有给采购的联系方式

YOU: No worries. How about I leave my information with you to pass along to [contact name], and I will follow up again next week. Can you tell me the best time to reach Mr. or Mrs. purchasing manager/CEO name？Thank you.

✅4）多倾听

你可以重复前台说的话，重复说重要的细节，再加点料，让对方知道你是在当真倾听，不是一味地在卖货.

好比：

前台: "Mr. or Mrs. purchasing manager/CEO is in meetings all day. Can I take a message?"

You: I realize Mr. or Mrs. purchasing manager/CEO is incredibly busy with meetings. Is it possible to get time on <his or her> calendar on a day when <he or she> is a little less booked?

前台: "Mr. or Mrs. purchasing manager/CEO is in high demand. If you leave a message, I"ll make sure <he or she> gets it."

You: Okay, thank you. I realize it"s your role to make sure <he or she> is focused on the key priorities. I value that.

Could you please pass along the message to Mr. or Mrs. purchasing manager/CEO that 外贸清泉 from waimaoqingquan company reached out regarding the cooperation of wire mesh products?

Also, if you have any suggestions or insights on a more effective way for me to share this information with him/her, I would greatly appreciate your perspective.

✅5）拒绝闲聊/告诉前台你的电话很重要

尤其是面对一个忙碌而专业的前台时，打电话时一定要自信，你得在电话里放点儿架子，让他们知道你的电话是大事儿一桩，他们公司等着接你的电话呢

好比：

You: "Purchasing manager/Ceo"s name, please. This is 外贸清泉”

前台: “What is this regarding?”

You: I have some information regarding the cooperation of wire mesh products that I"d like to share with <him or her>. Instead of sending it via email, I thought it would be more effective to take a few minutes to personally explain some of the key points.

Thank you.

前台: "if the Purchasing manager/Ceo is expecting your call?"

You: "I do not have an appointment, but can you please tell <him or her> that 外贸清泉 is on the line?"

前台: " if the Purchasing manager/Ceo will know what this is about?"

You: "No, not specifically, but can you tell <him or her> that I"m calling about the cooperation of wire mesh products. I"m happy to hold. Thank you.”

✅6）全网搜索做调研

我们可以翻翻客户的官网和社交媒体，搞清楚他们有哪些痛点或者心头大事。

就拿LinkedIn来说吧，如果客户在上面发布了自己超额完成销售目标，看样子超越销售目标对他们来说简直是人生巅峰，我们得捉住这一点，把超额完成销售目标作为我们的枢纽卖点。

好比：

Hello 前台 name,

I realize that you and purchasing director are laser-focused on making sure you exceed your sales goals. I wanted to discuss something with <him or her> that I believe could be beneficial. Do you think <he or she> would be interested in this?

Thank you.

好啦，关于外贸销售秘籍: 一文把握打电话给客户技巧，轻松应对前台接线员，就先说到这里啦，欢迎大家增补呀~

感谢您的点赞❤️与保藏⭐，关注外贸清泉，外贸路上不孤单！

更多外贸干货知识，请关注：外贸清泉

Hi，大家好，我是外贸清泉~

有些外贸小伙伴问我，怎么才能在给外贸客户打电话时游刃有余？

我总结了一些他们常碰到的问题：

打电话的困惑/惊骇

1）白话太烂，不敢给客户打电话，怎么办？

2）听力巨差，听不懂对方在说什么？反应不过来？

4）如何克服给外贸客户打电话的惊骇？

5）脸皮太薄，怕同事笑话，自我设限太多，过不去自己这个坎？