## 3.7.1 询盘回复后的三种状态与跟进策略 / Three Post-Reply States
底层逻辑：客户还没有看——让客户看——增加客户的查看渠道。
Core logic: Customer hasn't seen it yet → Make them see it → Increase viewing channels.
应对方案：
Actions:
1. Sync-send a copy to their email (cultivate key-account habits)
2. Use the customer's email to reverse-search for more contacts (Skype, WhatsApp, etc.)
底层逻辑：客户看了没有回——让客户回——主动出击跟进客户。
Core logic: Customer read but didn't reply → Make them reply → Proactively follow up.
跟进客户三步曲 / The Three-Step Follow-Up Method：
| 步骤 | 英文 | 中文 | 说明 |
|---|---|---|---|
| Step 1 | Summarize Last Communication | 对上次沟通内容做总结 | 唤醒客户记忆 |
| Step 2 | Guide to Next Step | 引导客户进入下一步 | 给出明确行动指引 |
| Step 3 | Emotional Intelligence Push | 情商推进 | 建立情感连接 |
Three-Step Follow-Up Method:
- Step 1: Summarize the last communication to jog the customer's memory
- Step 2: Guide the customer toward the next concrete action
- Step 3: Add emotional intelligence — build rapport, not just push for orders
模板示例 / Template Example（发了报价后已读不回）：
Dear [Name], Wish you a nice day and everything goes well. Thank you very much for your kind patience which was very helpful for us to confirm the product details of our [Product] and I also sent you the quotation (including the shipping cost, lead time and payment method) for confirmation. (总结) As long as you confirm the order and payment method then I will draft a PI with order details for your reference. (引导下一步) Now we are getting closer and closer to the cooperation, I do believe we only have to keep a little more patience then we can help each other to move a big step, I really enjoy this kind of each other helping feeling. (情商推进) Looking forward to your kind reply. Best Regards, Yours [Name]
发了PI或信保订单后已读不回模板：
Now we are just one step from the cooperation, we already spent so much time in this order to help each other to walk 99 steps, I do believe both of us would love to make all of our effort to be more valuable in the final step.
当客户说 "I will come back to you soon / I will discuss with my partner / I need to compare with other suppliers..."
底层逻辑：客户委婉拒绝——委婉找出背后原因。
Core logic: The customer is politely declining → Gently uncover the real reason.
应对话术：
Thank you very much for your kind reply. Sure I can totally understand, as your professional and responsible sales, I have to say now it is the very important time for both of us. If you still have some other difficulties or concerns before ordering please must share them with me so that I can offer you the help with my professional knowledge and experience, I do believe I should have something that you probably need from. Sure we are open to any suggestion which would help us to move the order forward. Looking forward to your kind reply.
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## 3.7.2 跟进频率与"绕道催单" / Follow-Up Frequency & "Detour Urging"
72小时是黄金成交时间，连续三天每天跟进一封，少于三次跟进视同"询盘杀手"。
The 72-hour window is golden for deal conversion. Follow up once per day for three consecutive days. Fewer than three follow-ups on a read-but-unreplied inquiry is considered inquiry-killing behavior.
当客户说 "I just need some time on it"，进入谈判空档期，不要直接催单，而是聊有深度的内容：
Dear [Name], Thank you very much for your kind reply. Sure I can totally understand your concerns. Anyway as your professional and responsible sales, I will keep my best patience in it, as we had many customers who would meet the same situation like yours. [Customer's Country] is really a dream place for the people all around the world... I always have a dream to visit your country, to see the famous [Landmark], to feel the successful air. If you don't mind would you please share me some real pictures of [Country] so that I can feel it from xxx kilometers away? Looking forward to your kind reply. Best Regards, Yours [Name]
Key principle: When the customer pauses, don't keep asking about the order. Talk about things beyond business — it builds depth. Everything you send, the customer knows is ultimately about the order (just like a friend who sells insurance). Keep 1-2 exchanges per day, not necessarily about orders.
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## 3.7.3 大订单谈判策略 / Large Order Negotiation Strategies
方案A：返点方案 / Rebate Plan
Today our company held a meeting of your order specially and our company would love to support you with solution below: 1. You can try to confirm the order with price of 1000pcs $xxx/pc first. 2. As long as you order up to 3000pcs then our company would return you the "extra cost" that we charged in your 1000pcs order.
方案B：押金方案 / Deposit Plan
Today our company held a meeting of your order specially and our company would love to support you with solution below: 1. You can try to confirm the order 3000pcs with its price only $xxx/pc. 2. You only have to pay the full payment of 1000pcs and 30% deposit of the rest 2000pcs. With this way you can enjoy the price of 3000pcs and ship 1000pcs first. After you received the first 1000pcs, if you had any unsatisfactory of our product, quality or service, we would return you the deposit immediately without any conditions. (风险转移 / Risk transfer)
采用阶梯押金滚动方案 / Tiered Rolling Deposit Plan：
1. Confirm order 1000pcs with 10,000pcs price, pay 30% deposit → production 2. Before delivery, pay full for 1st 1000pcs, keep 30% deposit for 2nd 1000pcs 3. For 2nd batch, no new deposit needed, just inform us to produce 4. Before delivery, pay full for 2nd 1000pcs, keep 30% deposit for 3rd 1000pcs 5. Keep this running until the 10th 1000pcs (total 10,000pcs)
针对年采购400-500万、分10个订单左右的客户：
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## 3.7.4 催单逼单22个策略总览 / 22 Order-Urging Strategies Overview
| 序号 | 策略名称 | 策略名称 EN | 核心要点 |
|---|---|---|---|
| 1 | 直接问 | Direct Ask | 直接询问报价情况，是否需要帮助 |
| 2 | 时间推进法 | Time Push | 根据备货/生产/运输时间倒推下单时间 |
| 3 | 逐步推进法 | Step-by-Step Push | 分步发送备料/生产/质检/打包流程图片 |
| 4 | 最后期限法 | Deadline Method | 原材料上涨/报价有效期/汇率波动制造紧迫感 |
| 5 | 不确定法 | Uncertainty Method | 市场行情每天在变，无法确定交期和价格 |
| 6 | 危机法 | Crisis Method | 团队接了大订单/产能即将饱和 |
| 7 | 事先通知法 | Advance Notice | 促销/新品/市场变动第一个通知客户 |
| 8 | 促销优惠法 | Promotional Offers | 限时折扣/满减/返点/买一送一 |
| 9 | 定金法 | Deposit Method | 新客户100%→可收50%，老客户30%→可收20% |
| 10 | 利润法 | Profit Analysis | 分析客户当地零售价和利润空间 |
| 11 | 总结选择法 | Summary & Choice | 整理产品组合方案供客户选择 |
| 12 | 解决潜在问题法 | Solve Hidden Issues | 找客户痛点，帮客户解决遗留库存问题 |
| 13 | 抛砖引玉法 | Bait & Hook | 分享投诉/客户好评引发客户兴趣 |
| 14 | 刺激法 | Stimulus Method | 竞争对手动态刺激/PI付款截图刺激 |
| 15 | 请求帮助法 | Ask for Help | 业绩PK/月度任务需要客户支持 |
| 16 | 抢占市场法 | Market Preemption | 数据分析蓝海产品热销期，催促抢占先机 |
| 17 | 以退为进法 | Retreat to Advance | 先帮中间商拿单/做商业计划书/试小单 |
| 18 | 铺垫法 | Paving the Way | 询问客户还有什么困难，为成交做铺垫 |
| 19 | 对比成交法 | Contrast Closing | 数据对比现在下单vs延迟下单的差异 |
| 20 | 本地政策法 | Local Policy | 限电/环保/关税政策变动促使提前采购 |
| 21 | 情感营销法 | Emotional Marketing | 客户生日/升职/纪念日等定制化关怀 |
| 22 | 大胆询问法 | Bold Inquiry | 直接问客户抗拒点/设定回复时间限制 |
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