外贸沟通谈判过程中，怎么拿捏客户痛点？
有一天，我收到了一个询盘，内容如下：
we are interested in ordering 4 reels of SK6812 5050 RGB LEDS. We have had some problems with WS2812B reliability. But also recent batches of SK6812 have shown some problems.
Note:
We know this type of LED is very sensitive to any type of physical
stress and so are extremely carefully when de-panelising our PCBs. We use low temperature vapour phase ovens. We have found that the latest WS2812B power on reset does not work if the voltage rail is around 100-200mV before power up. Hence we believe SK6812 LEDs would be a better choice but we need to find a reliable source for these components.
Can you help?
1. Can you supply reliable SK6812 5050 RGB LEDs?
2. Please can you give me a price for these parts?
3. What guarantees can you give me should we encounter problems with LEDs that you supply?
Kind regards,
Phil
内容很长，而且客户之前的产品还出了点问题，现在对要采购的新产品有点担忧。
这里科普一下：
WS2812B和SK6812都是全彩的LED灯珠，产品性能都一样，只不过是不同的封装公司，SK6812是在WS2812B的基础上生产出来的，也是它的升级版。
不知道小伙伴们看完这封询盘之后，会怎么回复？
应该很多人都会拿出很多证据来力证公司产品多好多好，不会再出现客户担心的问题吧？
而我，属于简单粗暴型，第一封邮件直接附了说明书和PI，回复邮件如下：
Hello Phil,
This is Elisa, so glad to get your professional inquiry on LEDs.
Concerning your questions:
1. Can you supply reliable SK6812 5050 RGB LEDs?
Yes, all the LEDs we have are reliable, specification as attached for your reference.
P.S: sk6812 is one update version depends on ws2812b, it's more reliable and function is better.
2. Please can you give me a price for these parts?
Please find attached invoice including shipping cost for your order, 4 reels.
3. What guarantees can you give me should we encounter problems with LEDs that you supply?
2 years warrranty for all our products.
If any problems no matter during or beyond this period, please contact me feel freely. That's our duty to provide you with best service and technical support at any time.
If everything is ok, please confirm the shipping address and get back to me soon.
The LEDs can be shipped within 3 working days once we get the payment.
Thanks a lot!
Best regards
Elisa
客户的回复也很简明扼要：
Hello Elisa,
Thank you for your reply.
I have asked my office to send an order and transfer the funds later today.
I look forward to working with you.
Kind regards,
Phi
没多久就收到他同事发来的PO，当天晚上发了水单。
订单就这样成了，顺利得一塌糊涂，简单不敢相信，难道就是幸运女神拍了拍我给的运气？
正如我之前说的那样，每一张订单的成交，不管大单小单，我都会总结一下经验教训，这次也不例外。
现在来具体说说我当时回复的具体思路：
1.首先，客户给了具体的订单数量，又没有别的什么参数需要确认，当然不用啰嗦，直接报价。
2.其次，客户邮件里附了公司名称和联系电话。我谷歌了他的公司，发现这家公司只是用到我们的灯珠配件而已，虽对产品质量有一定的要求，但量不大。所以，我一起附了产品的详细说明书给他，内含具体参数和使用说明。
3.客户说了那么多，无非是对产品质量的担忧，怕会出现之前同样的问题。此时只要能打消他的这种顾虑就可以，所以我在回复他问题的基础上，多说了两句：“If any problems no matter during or beyond this period, please contact me feel freely. That's our duty to provide you with best service and technical support at any time.” 目的就是要让他把心放在肚子里。
4.我在回复中提到了“付款后交期3个工作日内发货”，对于有实单的客户来说，这一句话会在潜移默化中加快他下单的速度，而无须客户确认订单后再问交期。凡事多替客户想想，要知道他最在乎的是什么。
这虽然不是一个多大的客户，就目前来看，一年只有一张订单，而且金额都不高，但是我之所以今天把他分享出来，是希望大家能够明白：
外贸工作中会遇到各种各样的客户，在你回复客户之前，除了要分析客户做到知己知彼之外，也一定要先理清自己的思路。
能一次性解决的问题，就不要来来回回好几回。既要专业，又要注重效率。
没有客户会愿意浪费时间在一个“办事拖拖拉拉”的业务员身上，多站在客户的角度上想想，如果你是他，你最想得到什么样的答复？
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