一、三个原则，让客户离不开你

原则一：先交朋友，再做生意

信任是敲门砖。真诚比套路更重要，我们要用真心去帮助每一位信任我们的客户。

原则二：比客户更懂客户

需求预判是绝招。理想的合作关系是需求与专业的完美契合。当客户遇到问题时，能提供专业的建议和解决方案，让客户觉得靠谱。

“要做到在客户开口前就准备好了答案。”

原则三：定期"刷存在感"

沟通要有节奏感。每周五早上10点，给重点客户发条天气问候；每月15号，分享行业动态。就像老邻居串门，不用天天见，但总在需要时出现。

二、万能话术模板

1. 破冰金句

①展示对客户的关注：

"I noticed that your company has recently expanded into new markets. Congratulations on this achievement!"

"I saw that your company has been recognized for its innovation in the industry. That's impressive!"

②提及共同点：

"I understand that your company shares a commitment to sustainability, which aligns with our values."

"I noticed that we both attended the same industry conference last year. It was a great event."

③提供有价值的信息：

"I came across a recent market report that highlights trends relevant to your business. I'd be happy to share it with you."

"I have some insights into the latest industry developments that could benefit your company."

2.需求探询话术

①询问客户需求：

"Could you please provide more details about your specific requirements?"

"We would appreciate it if you could share more information regarding your needs."

②了解客户的挑战和痛点：

"Are there any specific challenges you're currently facing that we can assist with?"

"Could you tell us about any obstacles you're encountering in your operations?"

③探讨客户的优先事项：

"What are your top priorities when selecting a supplier?"

"Could you share what factors are most important to you in a partnership?"

④确认客户的预算和时间框架：

"Do you have a specific budget range in mind for this project?"

"What is your expected timeline for implementing this solution?"

3.危机转化话术

①延迟交货：

"We sincerely apologize for the delay in processing your order. We're doing everything we can to ensure it reaches you as soon as possible."

"We regret to inform you that the delivery date will be delayed by approximately 15 days due to unforeseen circumstances.

②产品质量问题：

"We are sorry to hear about the issues you've encountered with our product. Please provide us with the details, and we will arrange for a replacement or refund promptly."

"We apologize for any inconvenience caused by the defective product. We are committed to resolving this matter to your satisfaction."

③物流延误：

"We understand how frustrating this delay can be. Our team is actively working to locate your package and expedite its delivery."

"We regret the inconvenience caused by the shipping delay. We are in contact with the courier service to resolve the issue and will keep you updated."

三、老外贸人的5个小心机

1. 在客户国家法定假日前一周问"需要提前备货吗"

2. 用客户母语写节日祝福（哪怕只是谷歌翻译）

3. 重要日子寄送定制小礼物（印公司logo的当地特色）

4. 定期制作"客户专属服务报告"

5. 记住客户家人的名字（聊天时自然提起）

客户维系就像种树，日常浇灌远比突击施肥重要。下次和客户沟通时，试试这些话术模板，你会惊讶地发现：原来那些"高冷"的客户，都在等一个懂他们的合作伙伴。