昨天工厂那边通知货已经发到货代的仓库去了,工厂的余款也付清了,总算松了口气，虽然订单很小,打样开模大货一起都不到1W USD,但这单是我做得最有成就感的一单一个原因,客户是自己开发的,而且很有发展潜力(曾是时代周刊的封面人物)还有一个原因,在谈判的过程中加了价钱(当时觉得利润少了),中间僵持了近两个月,中间没有降价,最终客户还是接受我报的价格。
整个过程历时近六个月,贴出来跟网友一起分享
（1）
澳大利亚的客户，从google上搜索来的
看到网站上有卖我们的产品，毫不犹豫的拿起电话就拨
我： Good morning, it's Terry from China, we provide cloth hangers, as I saw some hangers on your webpage, I think you might need some of our products, could you please tell me whom should I talk to?
客户： You should talk to me. Could you please send your product information to me?
我： I'm glad to do so. Could I have your name and email address please?
客户： My name is Lucy, you could send the email to sales@xxxxx.com.au
我： Thanks , I'm going to send the email to you. Have a nice day.
客户： Thanks for calling, you as well, bye.
我： Bye
（发现google上可以找到客户信息的，这里客户的名字还是用虚拟的好了）
挂掉电话，心里还是有些不爽，奶奶的居然给我个sales的邮箱。
据我的经验，但凡这种客户回复率都很低的，哪怕只是在电话上说得再好听，为了对得住那一毛七一分钟的话费，硬着头皮发了邮件过去，附件带了产品目录。
Hi Lucy,
It's been a great pleasure to talk with you via the phone.
It's Terry from China, we are manufacturer of all kinds of clothes hangers.
We have attached our product E-catalog in this email, which is for your consideration, please take a short look at it.
Since we have been in this business for over 13 years, we provide hangers with competitive prices and reliable quality.
If you are interested in any models of our products, please feel free to let us know.
We are looking forward to hearing from you.
I wish you all the best,
Terry (Sales Representative)
发完邮件后，没怎么抱希望会收到客户的回复的
因为之前这种案例太多了，但凡让我发邮件到sales，或者info邮箱的客户有九成以上是盼不到回复的，但事实证明我错了。
包括半年以前让我发产品信息到info邮箱的南非客户现在也苏醒过来了，后天过来看厂。
半个月过后，等我差不多已经把这个客户给淡忘的时候，奇迹般的收到回复了，依然是sales的邮箱地址，让我意外的是邮件后面的落款是Owner/Creator
从此对于让我发邮件到sales，info邮箱的客户我再也不敢怠慢。
=====================================================================================================
Hi Terry
thank you so much for calling me and also for emailing me
I am currently looking for a hanger supplier so it was very good timing
i will ask you to quote on my current coat hangers
I will also ask you to help me design my own coathanger
it will be a coathanger which is a combination of a few different hangers
can you please send me an image of a hanger which you can hang
pants with no slip rail and a skirt hanger combined in the one hanger?
looking forward to receiving your pricing for the hangers which i have attached
and your ideas about a hanger which can combine many different features
regards
当时同事的一票货质量出了问题
把我一起拖到工厂去跟工人一起翻工(我们是外贸公司)
客户早上发的邮件,我下午才看到
一般情况下超过两个小时没有回复客户的邮件
我都会扯些理由去解释
仔细分析了下这封邮件
发现客人的最终目的是为了design my own coathanger
而并非想买其他现有的款式
要报价只是想看下我们提供的价格合不合理
而且客户本身又是owner/creator
不会像阿里上的很多鬼子是职业买家
有事没事到处比比价格之类的
这个客户应该没有这么空闲
于是
在其他款式上的价格我是一分利润都没加
工厂拿的多少价格给她报多少
只求在为她设计的款式上捞点就行了
毕竟是定制的东西，没法到处去比价格
利润相对高很多
而且常规的款式我给的价格绝对有竞争力
客户肯定不会嫌弃贵的
事实证明，我的分析是正确的
===========================================================================
Hi Lucy,
It's so great to hear from you. I'm so sorry for could not reply earlier, I got two clients visiting our factory today and tomorrow, I had no time to read and reply your email.
It's been a great news for us that you are currently looking for hanger suppliers, we do believe we could be the one that you are looking for.
1) Prices for the hangers that you have attached are as following, please confirm
Wood: US$ xxx/ Piece (FOB Shenzhen)
Pant: US$ xxx/ Piece (FOB Shenzhen)
Skirt: US$ xxx/ Piece (FOB Shenzhen)
Above prices are based on the total quantity of 1x20 'GP.
We could not quote for the plastic hanger without knowing it's dimensions. Please advise.
2) It would be our pleasure to disign coathangers for you. Attached pictures shows two models of our products which we think you might be interested in, please confirm. We would be glad to hear your opinions on the hangers in your mind, if you could tell us the shape and compositions of the product, which could be much easier for us to design.
Looking forward to hearing from you.
Kind regards,
因为当时也是刚入行不久
在产品这块不是很专业
随便挑了两款产品，发个图片过去就完事
剩下全扔给客户了
幸好后来客户找了一款现成的，也不知道从哪搞来的
发给我让我报价
邮件刚发过去就收到客户的回复了
附件中带了她想要找的产品图片
Hi Terry,
thank you for your quote
what great timing - I was just sending you this
can you please quote this hanger attached ?
40cm wide
metal hook is 8cm to start of top of hanger
hanger is 15cm in height
regards
我们主要是做木衣架的
公司成立到现在还没出过塑料衣架的单子
也没什么固定合作的工厂,当时心想够呛，估计不好搞定
专业一点的都知道塑料的产品价有重量还有材料差不多就能报价了
我还问产品的厚度还有尺寸,呵呵,幸好客户也不专业
Hi Lucy
Thanks for your email and your product picture as well.
Since plastic hanger is different from wooden hanger, we could not figure out the exact price without detail information of the product, such as its thickness, its weight, etc.
If we could get a sample of your hanger, which could be the best. So that we can figure out everything much easier.
Looking forward to hearing from you.
Best regards,
Hi Terry, I don't want to send my sample out just yet - a general idea of price is much better for me ?
鬼子现在都很精明的，知道运费要钱
样品不能随便寄
Hi Lucy, It's ok if you do not want to send your sample out yet.
Could you please let me know how many pcs you want to buy? The price we are going to quote would be closer to the exact price if we know the quantity of the order.
Best regards,
都不知道上哪找工厂去问价格
不过还好有百度中文阿里
估计报个价格不是问题
先问下数量，要是量不大的话直接pass掉得了
当时心里是这么想的
也没调查过客户什么身份，主要面对的是那些客户群体，有多少家分店之类的信息
只要一万只
量比较小，不过头一回合作的很少说走整柜的吧
之前都没了解过行情的，也不知道塑料的产品需要开模，滴汗
客户的邮件中还强调这是高度机密的，丫的她压根就没了解过中国的山寨文化
================================================================================
Regards
Hi Lucy
How about the weight of you hanger? The price of plastic hanger is mainly depend on its weight
thanks
百度了一下，问了几家供应商以后终于开窍了
塑料的东西要先问重量
要尺寸和产品厚度都是不专业的表现
客户也没什么疑问
也没发现我的不专业
看得我偷着笑了
Hi Terry
It is very light I will have to weigh it in 30 minutes
0.077 is the weight
Hi Lucy
FOB Shenzhen price for each piece is ABOUT XXX USD based on the quantity of 10.000 pcs.
Exact price could be figured out only if we can see the sample.
Best regards,
找了几家供应商以后
挑了家价格适中的，然后加了利润报出去
有了重量以后，价格就八九不离十了
工厂都这么说
不过还是给自己留了退路
没看到样品给不了最终的价格
客户的网站上有卖其他款式的塑料衣架
估计价格确实是喊得有点高了
据我了解，一般的塑料衣架有个十几美分就差不多了
而我却报了好几十美分，谁叫她是定制的还要打LOGO上去呢
对于我报的FOB价格她也有疑问
我们公司是在桂林的，怎么突然冒出个FOB深圳出来
当时才八月中，就开始问国庆放假的事了，我汗
Hi Terry
this price is very high but I am sure we can work something out
are there any other costs involved in this transaction?
is your office in Shenzhen?
are you having chinese holiday for 1st October - throught to 8th October?
Hi Lucy,
The price I quoted is estimated price. Because the quantity is not that large, the export operating cost for each piece would be higher then if the quanlity could be a container, you could understand that, right? Hopefully we can find a way to cut down the price a little bit the time when we get your sample.
We do not have office in Shenzhen. Our factory is located in Guilin, which is not far from Shenzhen, that's the reason why we used to quote FOB Shenzhen prices. There isn't any port in Guilin, it's an inland city, not that big either, but the labor power is very cheap, the workers' salary is very low, which could save the cost of the products.
Yes, 1st October is our National day, we used to have one week holiday, but this year, 3rd October is Mid-Autumn Festival, which is one of the most important festivals in China, so we will have one more day off this year.
Kind regards,
量少单价自然就贵，这是恒古不变的真理
虽然不是港口城市，但工人的工资低，不会因为出口操作费的增加而导致价格没有竞争力
这么解释似乎也讲得通
没想到这封邮件过去以后
客户开始耍小孩子脾气了
五万只的话多少钱一只?
十万只的价格呢?一个柜的价格又要多少?
丫的一个柜能装得了十万只么........
Hi Terry,
can you quote me on a quantity of
50 thousand pieces
one hundred thousand pieces
and a container load
thank you
Hi Lucy,
Around 40.000 pcs fills a 20 feet container, 80.000 pcs fills 1x40 'GP.
Price for 40.000 pcs XXX USD
Price for 80.000 pcs XXX USD
Prices are still estimated, which are for your consideration.
Best regards,
随便按了下计算器，得出的结论是装小柜四万只，一个大柜装八万只
之前给了产品尺寸，估计也八九不离十了
比较随意的给她降了几美分
反正你也要不了那么多，当时心里是这么想的
=======================================================================
客户问模具是不是我们自己厂里能开的
我算是醒悟过来了
原来塑料衣架还要开模具的
还真要谢谢她的提醒了，接下来我该问工厂模具费的事了
Hi terry. are the plastic hangers moulded in your factory or are you outsourcing the moulding
regards
Hi Lucy, that's correct, we do everything ourselves, moulded in our factory and manufactured in our factory as well
Regards
丫的四五个人的家庭小作坊都说以个月能做四五个柜子的货
咱这么说也不算过分吧。。。
后来才发现很少有工厂自己能开模的
牛皮吹得有点大了
不过幸好客户后来没有细问
差不多该问的问题问完以后
客户同意把样品寄给我了
不过让我两天后要给她寄回去，因为她手上只有一个样品
就算我们自己能开模具两天时间也不够。。。。汗
邮件的开头看着心里倒是挺舒服的
首先对我的工作给予了极大的肯定
其次对于我跟她之间的“缘分”表示感到非常的意外
还让我拿到样品以后给她提些建议
我自己还是门外汉，产品知识以问三不知
光是能忽悠而已，有点愧对客户了
Hi Terry
thank you so much for your professionalism in regards to my quotes
i appreciate your efficiency and instant reply to my emails
I think that it is an amazing co incidence that you called me in Sydney when I was looking
for a hanger supplier.
how did you find me ?
Terry - as I explained this is all very confidential - I hope I have your trust
I would like to send you my sample by air express but it is the only sample that I have
we will call this sample the xxx hanger from here on
I will then go through it with you
you may have some suggestions to make it better or save me money
some suggestions how we put my logo on to the hanger
I must ask that you send the xxx hanger back to me within 2 days is that possible ?
can you do that ?
i will also send you my samples of the other 4 hangers that I currently sell
you can keep these samples and quote accordingly
have a lovely weekend
regards
问我要地址了
同时也问开模的费用
Terry
Good morning
Which address is it best to send you the samples ?
How much should I pay for the moulds?
Regards
Good Morning,
Thanks for your Email.
Following is the address you could send samples to, please confirm
Company Name: xxxxxx
Address: xxxxxxxx
Contact person: Terry
Contact Number: xxxxxx
The hanger is made of four parts, which means we need make four moulds in total, and the price for the moulds would be 3200 USD, hope it could be acceptable for you.
Warm regards,
看上去一切是那么的顺利
从确认单价到给我寄样，确认模具的价格
表面看上去已经有了质的飞跃
可事实证明我把这一切想得太简单了
========================================================================
收到样品后
拍了不下二十张照片发给工厂
因为工厂在浙江,离得太远了
很多事情根本无法控制
只能说尽量多拍些照片,尽量让他们能够报更准确的价格
一直小心翼翼的操作着,生怕会出什么乱子
工厂那边再次跟我确认,价格不会有变动
并一口咬定说只需要四副模具就可以了
于是我就跟客户发邮件说样品已收到,模具的价格不会有变动
现在已经把样品交给生产部,最终的价格也跟当初报给你的一样,没有变动
Hi Lucy,
We recieved the samples today, and passed them to our production department. They told me the prices stay the same as what we quoted before. Please confirm.
Kind Regards,
Terry
ok thank you that is wonderful
I am really happy with your service
the first order will be ten thousand pieces
with many repeat orders after that
收到客户的邮件以后眼泪滑滑的
以为一切都可以很顺利的进行下去了
同时，我马上着手打包刚收到的样品，寄往浙江工厂那边
工厂那边收到样品以后
首先加了模具的数量
并说这款衣架跟普通的衣架不一样
给了些我无法理解的理由（只因为我外行），模具从四个加到了八个
价格也有了变动，好在当初我给客户报价的时候给自己留了空间
不过报给客户的价格已经不够实际开模的费用了
最后跟工厂软磨硬泡之后
终于工厂同意帮我们分担五百的模具费用
这样一来模具这一块算是有惊无险，在价格上没有变动
但至于大货的价格，工厂又说到材料跟图片看上去的不一样
而且产品比较复杂，需要加人工费
虽然价格变动不是很大，但这让我相当不爽
毕竟数量不多，虽说当初给客户的报价还是有一定利润
但工厂那边加了价格以后，利润已经所剩无几了
考虑到自己能拿的那部分提成就更低了
无奈，只有想办法让客户多掏钱了
虽说这样做很不厚道，但根据我对客户的判断，还是想去尝试一下
事实证明我做的这个决定太冒险了
由于收到样品跟客户确认价格的时间刚好是周五
周末两天的时间工厂那边刚好收到我的样品，给我最终的价格
还没来得及跟客户谈模具的付款方式就要求加价
现在想想觉得很不厚道
当时的心态是工厂离得太远，很多东西都控制不了
万一出现什么意外的话，肯定会赔的血本无归的
还有一个原因是没有分析过客户，对客户的经营情况及需求量没有个大概的了解
反正就一万个的小单，利润够好的话我就做，利润不好的话拉倒
也省的自己成天去操心
没来得及多想，狮子大开口，加了10美分的价格
但是我加价的理由有点牵强了，因为上次的报价是在收到样品之后才给出的价格
熟悉这个产品的估计都清楚，一个普通的塑料衣架差不多也就10美分左右的价格
Hi Lucy,
How's your weekend?
I wrote this email on the purpose of telling you that our people took your hanger apart today, firstly, we found we should increase the moulds for the hanger, secendly we found out that the body of your hanger is made of ABS, but we thought it was made of PP the first time when we saw pictures and your sample. And the price of ABS is much more expensive than PP, because the strength and flexility of ABS is much higher than that of PP.
And the shoulders are made of two moulds on the purpose of anti slipping. The time when we complete the shoulders the hanger, we will cover a plastic film on it. We are sure we could make exactly the same hangers as your sample. But it's much more complicated than what we expected. And the price would change a lot. We are asking for 10 cents more for each piece now. We already tried our best to keep prices for the moulds the same as we quoted.
I'm so sorry for this, and we are looking forward to hearing your opinions on this matter.
Kind regards,
HI Terry
this is all beginning to be bad news ......
firstly you changed the amount for the moulds
and now you are increasing the price of the hanger by 10c -
this is an incredibly large amount to increase by
I really thought that all of this was going to go ahead
I will have to get back to the other companies who are interested in my business -
I'm sure you can understand this
I am really not a hard woman to do business with but you are worrying me as
you are changing your mind so much. I thought your company could have seen
the " bigger picture " and this was not going to be a once off order. I would continue to purchase from
your company
I would like you to re consider your offers - please send me a detailed quotation for each piece, mould etc
and finnancial requirements you need from my company so we are both very clear.
after I receive that - I will consider it....
May I please ask you to package up my xxx hanger with all of its attachments and
i will send a courier to collect it. Please let me know when this is ready.
I still haven't received a quotation for my other hangers - I would still like this quotation.
I don't need to have these other hangers returned to me
regards
看到这封邮件的时候心都凉了
当然，加了价格以后我已经做好最坏的打算了
毕竟生意还是讲究诚信的，我再次反省自己的不厚道
但真的没想到客户的反映竟然如此激烈
当时只顾着跟工厂要价格，寄样品
忽略了客户一同寄过来的其他样品
报价也一直迟迟没给
或许当时我已经对这个客户失去了兴趣
能做就做，做不了拉倒
这封邮件的火药味十足
现在摆在我面前的问题是如何去回复这封邮件
======================================================================================
道歉,是肯定需要的
然而更重要的是要能够给出合理的解释
由于对产品的不专业,也只能是工厂跟我怎么说
我再传达给客户而已
客户在邮件中说和她做生意并不难
那么言下之意就是说跟我们合作就很难了
我能做的就是尽量去解释
刚好前几天有个澳大利亚的客户来拜访过公司
在这个行业中, 该客户在澳大利亚还是有一定影响力的
刚好可以搬出来作为挡箭牌了
对于客户说的，我让她很不放心
我的解释是
一切都还不算太晚
在你付款之前，把价格上的变动都说清楚
你仍然可以决定最终要不要跟我们合作
如果说等你付了开模费以后我再告诉你价格有变动的话
你会怎么想？你又能怎么办？
自我感觉这种说辞还是有一定说服力的
至于样品给她寄回去，只能顺着她的意思说了
如果她真的跟我较劲的话，估计样品也要不回去
因为已经寄到浙江那边的工厂手中，想要回来也不容易
Hi Lucy,
I do understand your feeling, because the price has changed a lot compared with what I quoted before, business should not be like this. But please allow me to provide an explanation.
1) Your hanger is not common one, it's made of several parts, except the meterial, we have to pay a lot to our workers.
2) For another reason, as I mentioned before, the meterial of your hanger is on the top side, but not as what we seen on the pictures. And more complicated as we thought. I do apologize the first time when I see the sample and I could not tell the meterial of the hanger.
3) The reason why we changed the amount of the mould because the shoulder of your hanger is actually made of two moulds, if we make only one mould for the shoulder, it will not work as no slip shoulder, which is all for your needs.
Please do not say we are hard to do business with, actually we do a lot of business with companies from your country. XXX company is one of our largest buyers from Australia, they buy a lot of containers of hangers from us each year. The president of that company visited our office few days ago, he said he was so pleased with the prices and service we offered during all these years. You could call the company to confirm if everything I said is true or not.
I do apologize for the mistakes I made, and I concede that I'm not professional in this business at all, because I only had few months working experience in this field, but I really think it's not too late to tell you the truth, then I told you. Before you pay money for your items, you know things well, and you can decide to pay or not, which is not bad news for you. Please imagine that if the time when you pay for the moulds, and then I tell you the price will change, what will you think? And what can you do?
The price for your other items and moulds do not change even one cent as what I quoted last week. Following are FOB prices for your other hangers, please confirm. I do not quote for your other plastic hanger, because we do not sell the same hanger as yours at the moment, since the quantity is very small, I'm sure you are not willing to pay for the mould.
Wood Suit Hanger: US$ xxx/ Piece (FOB Shenzhen, based on the quantity of 1x20 'GP)
Metal Pant Hanger: US$ xxx/ Piece (FOB Shenzhen, based on the quantity of 1x20 'GP)
Wood Skirt Hanger: US$ xxx/ Piece (FOB Shenzhen, based on the quantity of 1x20 'GP)
If you need your samples back, please tell me the place and the person I can send the package to, I will do it shortly.
I do not know if you could understand all the things I said above or not, anyway, I apologize for all what I have done.
All the best,
Terry
HI Terry
there has to be a lot of thought go into all of this as it is a very large committment.
is there anything we can do regarding the pricing of the moulds?
I really want you to make my hanger for me - but I need you to be negotiable on the moulds?
there are other companies who are happy to decrease the price of moulds as business is very difficult everywhere
and in fact they have a much lower quantity for me to reach if i want the moulds for free ?
can you please re think the price of the moulds
can you please re think the quantity required for me to have the moulds for free?
thank you Terry
客户还有兴趣跟我们合作
总算是有惊无险
之前说过模具费要订单量到15万才给退回的
这是工厂给的数字，我这边做不了主
开模的费用也是，经过比较之后已经算是相对很低的价格了
只能再次跟你说抱歉了
尽管我不想搞的这么不愉快
我已经尽力在工厂那边争取了
被工厂很委婉的拒绝了
现在我能做的
就是很委婉的拒绝你
Hi Lucy,
Thanks for your understanding. It's been a great news for me that you are still interested in doing business with us.
Referring to the price for the moulds, as I mentioned before, we never aimed to get money from the moulds, because we have a very clear understanding that it's not a once off deal.
To be honest, we could only get very little money from any kind of plastic hangers, just like all other plastic hanger suppliers, we keep the prices low, because we want to sell large volume. But I could understand your position, you are not a professional hanger distributor, 150 thousand pieces might cost one year or even longer for you to reach.
But for your hangers, we need to pay for the meterial, labor force, packaging, delivery (from our factory to the port), etc. Though I know this could be long term business, we can imagine how much we can get from this. I really do not have any idea how many pieces we should produce then we can get 3200 USD back.
Unfortunately this is all business, I feel sorry that I could not be any of help.
Kind Regards,
Terry
这封邮件过去以后
两个月没收到客户的回复
反正能解释的都已经解释了
留点时间给客户
差不多到该跟进的时候
也没有发邮件,直接打电话过去问
大概就问她是不是还有兴趣跟我们合作
电话里可以感觉得出她还是很有兴趣的
也问了模具的付款方式之类的
不过又一次让她失望的是模具费必须事先一次性付清
幸好对我的解释客户表示能够理解
挂掉电话几分钟后就收到客户的邮件
=====================================================================
Hi Terry
Thank you for re contacting me again I really want to go ahead but will let you know in a few days
I appreciate your calling -
收到邮件后
突然有种感觉，像是在跟这个客户谈恋爱，而不是谈生意
期间闹矛盾，闹情绪，谁都不理谁
等我再一次主动联系她的时候
她又表示很想继续谈下去
看得出来，她一直在等我主动继续联系她
看来男的确实应该主动一些的
