樣品在訂單確認的過程中是至關(guān)重要的。做業(yè)務(wù)時，通常都會遇到關(guān)于樣品收費的難題。比如，有些客戶根據(jù)他們公司的規(guī)定，只愿意支付運費，有的甚至連運費也不愿意支付。對于業(yè)務(wù)員來說，如果免費給客戶提供樣品，需要在公司內(nèi)部申請并說明客戶情況，還需要領(lǐng)導(dǎo)核實審批，程序比較復(fù)雜，也有可能會被拒絕。如果需要向客戶收取費用，有些客戶比較爽快的愿意支付費用。但是有些客戶卻不愿意支持樣品費，所以需要深入溝通。對于工廠來說，如果給每個客戶免費提供樣機，這筆開支也是驚人的，有點不切實際;另一方面也不符合長期的戰(zhàn)略性的發(fā)展規(guī)則。但是是否收取樣品費這個問題，我們要區(qū)別和靈活對待。第一，如果產(chǎn)品有一定的貨值，要確定樣品都是需要收費的，在開始聯(lián)系客戶的時候就明確表明，努力爭取讓客戶支付樣品費用。第二，根據(jù)對客戶的評級以及其誠意和產(chǎn)品的銷售情況，可以考慮贈送一些免費樣品。因為樣品是打開大客戶大門的第一步。第三，如果樣品的貨價比較便宜，客戶要求的數(shù)量較少，可以提供免費樣品。

　值得注意的是，如果客戶愿意支付樣品費用，則體現(xiàn)出客戶重視彼此間的合作，是非常有誠意的表現(xiàn)。這些客戶的成交率往往也很高，要重點跟進。日常郵件是交流和交換信息的主要方式，如果需要和允許，可用電話和其他即時溝通工具交替進行。對于那些藥了解樣品之后再開始合作的客戶，英適當給予產(chǎn)品的測試和市場考察時間。然后，針對客戶的反饋，跟進訂單落實的世界。如果客戶提出改進建議等其他要求，要結(jié)合公司的實際情況，著重分析客戶的要求，整理出切實可行的方案，做到胸有成竹，有的放矢!

　對收取樣品費用這個難題應(yīng)當如何與客戶溝通?如何引導(dǎo)客戶，讓客戶開心地埋單?如何讓客戶感覺到你的誠意和付出?如何讓客戶覺得和你合作是很愉快的?本節(jié)將一一分析。

　Customer ask for samples to send by fedex

　Dear Water,

　Thanks for your email.

　I’ve been checking with Wal-mart and I need you send me urgently by FEDEX the following items samples.

　DVD592 W/DivX

　DVD558B (They didn’t like the tooling, could you please offer me another?)

　DIVX602 (They are interested in this one but without the card reader because tell me the price without the card reader?)

　As soon as all of these is OK, I will send you our FEDEX account’s details so that you could send those and please also tell me when those will be ready to send.

　It’s very important to know the percentage of RMA you will be sending, for because, for most of the items, Chinese products come with failures and Wal-Mart need to know in advance the said percentage.

　Best regards,

　Marcelo

　Reply to the above

　Dear Marcelo,

　It is pleased to get your feedback. Thanks for your appreciations of our items.

　Further to the samples, all of them are OK to send, but as a rule, we have to charge you first. That is a usual way to every customer. I think we could get your support and understanding, too. When the samples are ready, it is sure we could send you by your FEDEX account. Please kindly confirm me the samples charges. And I will send you P/I for payment remit immediately.

　DVD558B is not your type, I would recommend you the offer one, enclosed the item DVD557B.

　Regarding DIVX602, the model is always coming with USB and together with Card reader. We can not cut the Card Reader function only. Now we got many nice feedbacks about this item, would you try to promote and take that as additional function? It may be OK, too.

　Regarding RMA, now the rate is 1.5%. Now the DVD player is very mature in our company.

　Look forward to your further comments soon.

　Best regards,

　Water

　Notes

　1. 一般情況下，客戶如果認同供應(yīng)商的公司和產(chǎn)品，在要求樣品時，會直接提出利用他們公司的到付快遞賬號寄送樣品。

　2. 如果需要支付樣品費用，必須明確提出，在語言運用方面要體現(xiàn)誠心誠意，讓對方愉悅地接受。無論對方是否一定支付，都先要假定對方會支付費用。

　3. 對對方提出的問題，回答之余也要有適當?shù)囊龑?dǎo)。因為每個市場對產(chǎn)品功能的要求不同。但是由于產(chǎn)品本身的原因，有些功能是無法達到或者去除的，所以無法百分之百達到客戶的要求。這個時候引導(dǎo)和說明尤為重要。