第一篇：外贸心得-回盘率高达70%的技巧
阿里国际站询盘攻略：回盘率高达70%的技巧
有个公司在阿里英文国际站推广近50天，已经成交两单，在阿里巴巴的一次会议上，该公司与大家分享阿里国际站的询盘操作经验。虽然有效询盘近50天才17封，但外贸操作人员使客户的回盘率达到了70%。该公司的操作如下：
第一，分析客户。收到询盘后，如何分析呢？即通过GOOGLE，YAHOO等搜索引擎去查找询盘公司的相关信息。一个一般规模的公司都会有自己的公司网站，有时还可以搜索到一些别的公司对此公司的评价，从而了解到这个公司的信誉度，实力、专业度等。这方面可以上who is this、“时光倒流机”等网站查询。who is this 网站可查到企业负责人的情况以及公司主要业务；“时光倒流机”可以看到该公司过去几个月的营业状况，比如哪些产品销量好、哪些国家的订单比较多等等。
第二，在充分了解客户的基础上，了解他的目标市场。根据市场可以进行价格定位，因为通常我们可以按价格水平分几个区域，每个区域都有他的鲜明特点。大体上是欧美以及东南亚对质量的要求相当高，价格当然也不能低，否则他们会不相信你是好的供应商，其次是中东和南美。那里数量要求相当大，但是质量中下等，价格是最敏感的因素。非洲是个低档的市场，但是非洲有少数富人的消费水平也是很高的，所以对非洲的客户要多了解他们的情况后再报价格。
第三，回复要专业。自己制作一个信息详备的报价单，给客户一个非常专业的感觉，而且不要问“请告诉我什么、什么”，可以有选择的问“你是要A还是要B？”不要让客户做问答题（客观题），要给客户做选择题。客户那么忙，给他报价的厂商那么多，他哪有耐性回答你这么多为什么?
第四，及时。能够最先回复邮件者容易把握商机，对邮件的回复要准确详细，但是语言尽量简洁。如果客户没有及时回复你，要再发一个，但是千万不要FW转发过去，一要提及之前我发了一封邮件给你是关于什么内容的，二要进一步的问或告诉客户一些他可能关注的问题，比如发货期限、付款方式等等。
第五，电话沟通，我的“sha手锏”。如果觉得客户很专业、很有希望成为潜在客户的话，那么第一封邮件后就立刻电话沟通一下。任何一个人都希望被别人关注和重视，而客户更是需要我们最大的关注，You don care me why I care you!（你不关注我，为什么我要关注你！）。能够以电话和客户沟通会让客户觉得你的工作是有激情的，你的公司是有激情的，而且你这个公司是规范的。只用邮件往来，谁知道你是不是骗子？
做外贸业务的贵在用心，本人坚决反对Ctrl C、Ctrl V（复制、粘贴），客户一看就知道是复制过来的，给客户的印象很不好。要时刻保持工作的热情，对客户服务周到，那么你一定可以成功!
第二篇：外贸询盘回复技巧
外贸询盘回复技巧
!主要针对于询价方式与如何应该回复，避免思想不同而引起的双方都不知道在说什么
请问你需要的是哪一系列的产品呢？ which series of products do you need? 我们产品的价格是根据产品的数据及产贷期来确定的
The price of our products is according to the demand of the quantity and the delivery to determine
我们的发动机主要的大马力段的
our engines are a major segment of high-powered 主要用途是商用车和工程机械车系列的
Main pupose is commercial vehicles and construction machinery truck series 但是相对于BF6M2012，同等系列的BF4M2012的马力更小一些，而且又具有BF6M2012的优点！however,as BF6M2012,the horsepower of the same series of BF4M2012 eren smaller,but also has the advantage of BF6M2012
I’m pleased to serve you!
Our engines are a major segment of high-powered ,the main purpose is commercial vehicles and construction machinery truck series.however,as BF6M2012,the horsepower of the same series of BF4M2012 even smaller,but also has the advantage of BF6M2012.1.文体介绍
在对外贸易中，询盘，也叫询价（inquiry或enquiry）是买方或买方对于所要购买或出售的商品向另一方作出的询问。询盘是交易的起点，可以分为： 普通询盘（a general inquiry）:索取普通资料，诸如：目录（a catalogue）、价目表或报价单（a price-list or quotation sheets）、样品（a sample）、图片（illustrated photo prints）等。
具体询盘（a specific inquiry）: 具体询问商品名称（the name of the commodity）、规格（the specifications）、数量（the quantity）、单价（the unit price FOB„ CIF„）,装船期（the time of shipment）、付款方式（the terms of payment）等。
询盘一般多为买方向卖方发出，买方通过询盘信，简明扼要的向卖方了解一般的商品信息。利用E-mail 写询盘信，无须写的过分客气，只需具体、简洁、措词得体。有的询盘信开门见山，直截了当说明订购打算，希望对方给予一定优惠条件；有的询盘信则以征询信息的方式，不许下订货诺言，以避免结果未订购可能形成的日后交易中的障碍。
2。实用范例 Subject: Enquiry Dear Sir, We are interested in buying large quantities of steel screws in all sizes.We would be obliged if you would give us a quotation per kilogram C&F Liverpool, England.It would also be appreciated if you could forward samples and your price-list to us.We used to purchase these products from other sources.We may now prefer to buy from your company because we understand that you are able to supply larger quantities at more attractive prices.In addition, we have confidence in the quality of your products.We look forward to hearing from you by return E-mail.Sincerely, Xxx 询盘：
亲爱的先生：
本公司有意大量购买各型号钢螺钉，欲知每公斤运抵英国利物浦的成本价运费价格。如蒙惠赐上述报价单，不胜感激。如能惠寄样本和价格表，亦必感激不尽。本公司素来从其他公司购买此类货物，闻悉贵公司货物质优价廉，故欲与贵公司建立合作关系。盼复。
你真诚的xxx 3.典型句型
(1)Could you give us some idea about your price? 请介绍贵方的价格好吗?(2)Do you offer FOB or CIF? 你们报船上交货价还是到岸价？(3)How long does your offer remain valid/firm/open? 你们的报价多长时间有效?(4)Will you let us know what your terms of payment are? 能否告知贵方付款条件？
（5）Please make us an offer within this month since we have made an inquiry for your products.我们已对你们的产品进行询价，请在本月内给予报盘。（6）Please send us your best offer by Internet stating payment terms and time of shipment.请用互联网向我们报最优价，说明支付条件和装运期。（7）Full information as to prices, quality, quantity available and other relative particulars would be appreciated.请详告价格、质量、可供数量及其它有关情况。
回复询盘：
很多客户只询价，不下单，是很正常的，如果他们不询价或一次询价就下订单，倒真的要小心了！（外贸风险时时存在！不要初生牛犊不怕虎！还是慎重点好！）
除此之外，可以自行分析以下原因：
1）你公司（包括你自己）给客户的信誉度如何？
2）你的产品报价的价位（与市场行情差价）如何？
3）你的商贸语言及技巧如何（是否会产生误解或含糊不清）？
4）你可以把自己发出去的传真、电子邮件换个角度看一看？（如果你是客商，你会不会接受？）
分享B 将电子询盘转化为真实订单：一个较好的回复询盘样本
Sample a better reply Dear buyer: It is good to hear from you again.You inquired about my bamboo baskets on September 15,1998.I sent you a company catalog at that time.I can send you a second catalog if you need? You are not the only importer in Brazil that has asked us about bamboo baskets.I have also received inquires from ABC company,Universal Co Ltd in Brazil,but they always inquired another kind of baskets.I will introduce this kind of basket for you if you need.Would you like me to help you by making a special sample for you Brazil market? We are a professional bamboo products manufacture with 14 years experiences in China,offering over 1,500 various kinds of bamboo products and monthly output up to 5 millions pieces.We are the best manufacturer that you can trust in China.The details for the product(as the attached photo)you inquired as following :FOB XXX,Min.Order:2,000,Price:USD1.80/pc,Delievery Time:30 days after the receipt of send you a smaple with catalog together.I look forward to see your reply!买家您好, 很高兴再次收到您的查询：您在去年9月15日曾向我们查询过竹篮，那时我们曾寄过公司目录给您，如您需要我可再寄一次给您。
您并不是巴西唯一向我们查询过竹篮的进口商，我们也曾收到来自巴西ABC、Universal等的进口商的查询，但他们总是查询另一种竹篮，如您有需要，我可以向您介绍那一类的竹篮，您是否希望我为您的巴西市场做些特别的样品给您？
我们是有十四年专业竹制品经验的中国制造商和提供超过1,500种多样的竹制品，月产量达五百万个，是您最值得信赖的中国竹制品供应商。您询问的产品如附图资料如后：XXXXXXXXXXXX。我明天会寄一份目录给您，若您能提供您的快递帐号，我们将把样品一同寄给您！
期待尽快收到您的回复。
点评：
（1）给买家提供最初查询您产品的回忆参考点，这样有助于买家回忆起他是在什么时候，通过什么方式，对什么产品产生了什么样的兴趣或问题。因为固有的熟悉感会增加买家与您合作的兴趣与信心。买家一天中会发出许多查询，如果您的回复与其它回复相比无任何出众地方，只能陷于一大堆无聊的产品报价，不会吸引买家。这种回忆的参考点有时间，事件或物件等。在本例中，供应商使用的是时间和事件：“您在去年9月15日曾向我们查询过竹篮，那时我们曾寄过公司目录给您”；
（2）给买家适当的增加些许压力。目的在于促进买家回复的速度与认真程度，有些目的甚至在于迫使买家不得不进行采购行为。在本例中，供应商告诉买家你的竞争对手或同行正在与我取得联系，并且我一直协助你的同行抢占你的巴西市场。如果供应商原先的合作客户是A级买家，那么对这位新买家就具有带动作用；如果是同级，这位新买家就会更加迫切的进入竞争状态中来；当然你不能告诉你的买家“我们原先一直和比你规模小的买家合作”，这样会使他觉得对你的信心不足。原句是：“您并不是巴西唯一向我们查询过竹篮的进口商,我们也曾收到来自巴西ABC,Universal等的进口商的查询”；
（3）告诉买家作为供应商你是做什么产品的？你能做到如何？买家凭什么完全的相信你？这就是企业介绍与实力规模证明。在本例中，供应商用一系列数据证明了自己的规模与实力，如：“十四年专业竹制品经验”、“提供超过1,500种多样的竹制品”、“月产量达五百万个”；（4）不是我要向你索取什么，而是我能为你做什么。切记服务理念。在本例中，供应商热忱与负责的服务态度使买家能够感受到与其合作的良好基础。如：“如您需要我可再寄一次（目录）给您”、“如您有需要,我可以向您介绍那一类的竹篮”、“您是否希望我为您的巴西市场做些特别的样品给您?”；
（5）主要问题：所答即所问，所答非所问； 很多供应商认为网络营销首先就会遇到一个问题，即样品寄送的问题。其实到目前为止我们也没很好的办法解决这一问题，但这位供应商就很聪明。买家要样‘品’，那我就免费寄一份样‘本’给你看，也算所答即所问。但样‘品’呢，怎么说？反正供应商没表示是否免费寄送，只要你给了快递帐号，我就会一同寄送，如果你要不给快递账号呢？我也没说不送（但后来，他告诉笔者，还是送了，轻工艺品，不看样品不成）。这也算所答非所问吧。
（6）不寄样本行不行？行！网络沟通无极限，虽说样品不能电子传送，但样本总归是能够电子传送吧，而且方便，快捷，成本较低。我们说不仅是回复时可以传送样本，而且平时就应该使用这种方式做推广。在本例中，加上上面附的图和后来附的资料，就是一个完整的产品样本。如果你还有其它样口可以推荐，也完全可以一并附上。
（7）记住：吸引买家回复你的回复。本例是如何做到的呢？ A，我可以再寄样本给您，如果你回复我；
B，我可以向您介绍您的同行采购的那种产品，如果您回复我； C，我可以为您做些特别的样品，如果您回复我；
D，如果你想知道1,500种样品如何，我可以向您介绍，如果你回复我； E，如果你想要样品，请回复我； F，期待尽快收到您的回复；
一封完整的感谢信：感谢+公司介绍+负责人的签字或署名
分享C
1、你的行业出口量和前景。本行业内各个企业报价的平均水平和报价趋势。你的产品质量在国内同类产品属于哪个水平面（高中低），以达到报价的正确性。
2、在我每一个报价和寄样后都必须请求客人有反馈的过程。对价格和质量以及其它问题的意见。大部分都有回复。
3、在来往邮件中尽量语言的专业性和针对性。
让内行的客人看到你的邮件就知道你是此行业内的熟手。
4、开发一个新客人的周期是半年到一年，特别是在网络上。别老是想到客人的订单而是先交朋友和交换有价值的信息和意见。
5、现在做外贸的人越来越多，竞争也越来越历害。故特别注意服务和经常学习，避免出错。
分享D
1、首先将客人谈判的细节做好详细的记录和回忆，先判断此客户的购买欲有多强，也就是说，要区分清楚他是“真的买家”还是“打听行情的买家”；有的客户其实他已经有长期稳定的供应商，他其实只是把你当报价的参照物罢了，要特别小心这类客户。对这类客户，我个人的意见：不但不要报价，连资料都不要给。因为在这样的客户身上花费太多的时间精力不值。我不否认也有“精诚所至，金石为开”的客户，但以我做外贸的经验，骗“财”（价格）骗“色”（样品、资料）的客户太多，不值得追捧。
2、关于真假买家，可以通过交谈（面谈、电话、传真、EMAIL）来辨别（这种方法的条件是--你所提的问题客人要有所反应）：真还是假？行家还是生手？只要问他几个关键性的问题，比如：产品的规格、技术参数，希望接受的价位，打算订购的数量，做什么品牌，该品牌在当地是否有影响力，和中国的哪些企业有过生意往来，和中国做生意有多长时间（也就是说是否为“中国通”）等等，通过这些大致可以区分出客户的“真”与“假”，“实”与“虚”，“大”与“小”。
3、从外商提供的名片也可以判断客户的实力，如：公司所处该城市的地段，有几条电话线、传真线，有没有自己的网站，是零售商、批发商还是进口商？在当地是否代理过一些著名的品牌，等等。
4、做外贸其实就是做服务，谁的服务好，谁就能赢得客户。服务好包括如下几方面：
A）报价恰如其分，不能过低，也不能过高；好东西不能*卖，普通的产品不要报高。因为客户往往会从你的报价来判断你的诚实性，并同时判断你对产品的熟悉程度；如果一个非常简单普通的产品你报一个远离市场的价位，这说明你的诚实性不够，你根本不懂这一行，自然而然别人会对你的传真不屑一顾；
B）对客户的任何信息要及时响应并回复；对客户的回复不能简单的一问一答，要尽可能全面、周到，但切不可啰嗦。
最后再问一句：“你的同行都可以做成生意，别人都可以做成生意，你为什么不行呢? 我们的条件是10日内付款为2%的折扣, 30日内付款无折扣。Our terms are 2% ten days, thirty days net.我公司仅限于从发票开出之日起10日内付现金者给予折扣优待。
We only allow a cash discount on payments made within ten days of date of invoice.顾客向我公司购货一律用现金支付。从发票开出之日起, 30日内将货款付清。如当即支付现款, 我公司当按年利5%计付30日的利息。Terms to approved buyers strictly net cash, payment within thirty days from invoice date, for prompt cash we will allow thirty days interest, at the rate of 5% per annum.条件: 即期发货。在货到我方工厂, 经过验讫重量品质后, 立即以现金支付。
Terms: early delivery, and net cash payment after receipt of the material at our works, and verification of weight and quality.现金支付折扣, 仅限于在10日内以现金付清货款者可打折扣。
Cash discounts are allowed only on accounts that are paid within the ten-day limit.你将发现, 我公司对贵方的报价所给予的优惠是前所未有的。You will find that we have given you the best terms customary in our business.每月一日以前提供的汇票, 依我公司惯例应在25日全部结帐。My habit is to settle on the 25th all bills rendered on or before the 1st of each and every month.我公司付款条件为交货后3个月内支付现金。1个月内付清货款者, 可打5%折扣。
Our terms are cash within three months of date of delivery, or subject to 5 per cent discount if paid within one month.兹就贵方对该商品的询价回复如下: In answer to your inquiry fo rthe article, we reply you sd follows.针对你方昨日的询盘, 现寄上与你来函要求相似的墙纸样品一宗。
In reply to your enquiry of yesterdays date, we are sending you herewith several samples of wall paper closely resembling to what you want.兹就该商品向贵方报价如下: We are pleased to quote you for the goods as following.兹随函寄上该商品的现行价格表一份, 请查收。
Enclosed we hand you a price-current for the goods.上述报价, 无疑将随市场变化而变动。
Of course these quotations are all subject to the fluctuations of the market.上述价目单是以付现金拟订的, 我们认为还可以打很多折扣。We think you can well accord us a substantial discount off your list prices, which we see are quoted net cash.对这批数量大, 以现金支付的货, 如你方能从价目表中, 再给些折扣优待, 当不胜感谢。
We shall be glad if you will quote us the best discount for cash off your list price for cash for this quantity.我公司的支付条件: 以现金支付。自发票开出之日起10天内付款者, 打2%的折扣。
Our terms, as our invoice states, are 2% cash discount, only within ten days of date of invoice.例 一：
Thanks very much for your greet interesting in our products.I'd like to introduce you our company as a main manufacture of XXX products in XXX place.We specialized in A,B,C,D,etc.And our proudcts are welcomed by many countries in the world.For more information, pls visit our website: ww.xx.com.Enclose our latest price list for reference.It include the pictures, unit price, MOQ,etc.If any item is interesting you, pls feel free to contact with us.Thanks!Your early reply will be highly appreciated!范文
第一：各种订单情况回复一：未付款 询盘 回复：
这一环节是一个卖家第一次接触买家，有几个注意事项和大家分享一下： 第一主动出击，当买家下单后应及时主动与买家联系，联系内容可以按照先后顺序包括为打招呼，对产品进一步的介绍，并告知请付款以及时查看库存备货，尽快发货。下面请看举例： Dear Tracey, we have got your order of.....The bag you order is one of the best selling products from my store and it is made of high quality leather.But the order seems unpaid.If there’s anything I can help with the price or size etc.Please feel free to contact me.When the payment is finish, I can stock up the item and get it ready for shipping.Thanks Best Regards Cindy 二：已付款订单的回复：
主要内容包括确认产品的颜色、规格、尺码等等具体事宜，表现卖家的专业性。请看举例： Dear David, I am very glad to hear from you.The biggest size we have is 39.And this shoes is little bigger in size.So I think 39 will fit.If you have any other questions, Please feel free let me know.Thanks waiting hear from you soon.Best Regards Cindy 三：发货后的回复
从货物离开中国 海关 至买家收到货物建议每个阶段卖家都给买家发一封邮件通知买家，直到买家收到货为止。因为买家付款后都急于收到货物，而邮寄过程一般又是5-10天不确定的，因此这样随时通知买家货物状态。一是表现自己商业城信度；二是及时的沟通能让买家不再急切询问。请看举例： 1.Dear David，The item you order is already shipped and the tracking number is EA935185185CN The mail status is as follows: 20071130 21:43:12 SHANGHAI Dispatch from Sorting Center This is the status of your order.You will get it soon.Thanks for your support and understanding.2.UNITED STATES OF AMERICA USSFOA Handed over to Customs this is the status showing on EMS.Have you already get the items? If you have got the items, please let me know.Thanks
UNITED STATES OF AMERICA 91316 Delivery Dear alejandro, I am very happy to see that you have received the items.Thanks for your support.I hope you satisfy with the item and looking forward to do more business in the future with you.Thanks Best Regards cindy 四：货物收到后的询问 Dear Cindy, I received the boots but I cant sell them because the Gucci box was ripped up if you cant secure the packages better than that then you will not be hearing from me again！
Dear friend, I am very sorry to hear that.The damage must happened during transportation.I usually make sure everything is in good condition before shipping products out.I make sure giving you more discounts to make up when you buy from me next time.Thanks for your understanding.Best Regards cindy
五：提醒买家给自己留评价,这是在交易结束后很重要的一环节 Hi there, Thanks for your continuous support to our store, and we are improving ourselves from service, quality, sourcing and so on.it would be appreciated if you can leave us a positive feedback ,it's a great encouragement to us，if there's anything I can help with ,don't hesitate to tell me.Best wishes Cindy 第二：买家常见问题回答： 一：推广新产品,采购季节期间根据自己的经验，可给买家推荐自己热销的产品。Hi there, As Christmas is coming, we found hair straightened has a large potential market.Many customers bought them for resale on eBay or in their retail store because it's a high profit margin product.we have a wide range of GHD mk4 STRAIGHTER products on sell as well.Please click the following link to check them out.If you have more than 10 pieces in one order we can help u get a wholesale price.Thanks.Regards Cindy 二：货物断货，货物偶尔的断货只要认真解释一下，买家一般能够理解，最好的办法是告诉买家自己会积极尽量帮他找到库存，同时向他介绍类似的款式供其选择。
Hi there, We are really sorry that the bag you order is out of stock at the moment.I will contact the factory to see when they are going to be available again.I would like to recommend you some other pretty bags which have the same style.Hope you like them as well.You can click on the following link to check them out.If there’s anything I can help with, Please feel free to contact us.Thanks.Regards Cindy
三：改完价格再次催款,很多情况买家下单后觉得运费过高，不愿意付款希望卖家能够给与折扣，下面的回复可以借鉴一下： Hi there, We already reset the price for you.I give you another 10% discount on top of the original shipping price.Because the price we offer is lower than the market price and as you know the shipping cost is really high, we do not make much profit from this product.Hope you are happy with it and feel free to contact me if there’s anything I also can help,please feel free to cantact us.Regards Cindy 四：大量订购询问价格,大量订单 询盘 买家若是赶上采购季节应该是很有诚意的买家，对他们的回复要详尽一些，内容一般包括样品的价格，采购量和相应的价格，这个报价建议是包括运费的，给买家感觉是给他的一个优惠。Hi there, thanks for your inquiry, and we really want to do more business with you, and I think it is the best way to place an sample order which is 45 usd shipping included, If 100 pieces in one order, we can offer you the bulk price which is 39.5 usd/piece.I am looking forward to your reply.Regards Cindy 五： 海关 问题，某些国家 海关 由于定期的严格检查或者罢工等问题造成邮件延误，建议及时和买家通知，及时的沟通让买家感觉你是一直在跟踪货物的状态，以免置之不理造成误会 Hi there, According to the news from EMS in China, large quantity of mails to England is blocked by the custom due to the inspection.For the safety of the goods I suggest to send the goods after a few days.I am wondering if the delay going to be a problem for you.I am looking forward to your reply.Thanks Regards Cindy 六：买家几天后还没有收到货物的询问，需要及时地与快递公司联系察看货物状态。
hi Ruiz , we did send the package out on 2007-10-16,I think there must be some issues with the shipping company ,and we have been contacting them till now.we called the package back and resent them ,the new tracking number is 111814176 it's shipped via TNT.I apologize for the inconveniences and hopefully you can receive the items soon.If there are any questions, don’t hesitate to tell me.七：若你没有STS分数，买家对于你的产品表示怀疑，可以借鉴这个卖家给买家的回复
Hi dear ***, First of all, I am very happy to receive your message.Although I have not much score on tradetang,I have been doing business on eBay for many years and I am quite confident about my products.Also tradetang offer escrow payment service which means the payment won't be released to seller till customer satisfy with the product and transaction.With the aim of seeking long term business parterner, we cherish every customer we deal with.Please fell free to contact me if you have any questions.Regards Cindy
看看老外是怎么回复询盘的！
昨天收到一西班牙询盘，客户是个大头虾，把CC给一法国供应商的询盘及该供应商的回复都发给我了。看看人家是怎么回复的吧！希望对所有不知道怎么回复第一次询盘或回复效果不理想的新手有所帮助。买家询盘Dear Sirs, Please let me introduce myself, my name is Solène Lucas and I'm Product manager in the marketing department in Spain.XX is a multinational implanted in various countries in Europe and all over the world(we have a buying office in HK and QC offices in China).For more information, pls feel free to visit our web-site :XXXXX We are currently beginning our selection for novelties to be introduced in our next catalogue.The average life time of a product placed in our catalogue is between 3 and 5 years.If we propose a nice product, well accepted by the Spanish market, and with a competitive price, we might re-order several times a year, which means good business for us as for you.So please, I need your best FOB prices for these items I have checked in your catalogue(with Rhos)and pictures : WS-1700-IT WS-9623-IT WS-9624-IT WS-9724-IT WS3600 We would appreciate your prompt reply, please.Best regards, XX 法国供应商回复： Dear Solène Lucas, Thanks for your e-mail and sorry for my late reply.After review for your company web-site, we would like to take this opportunity to introduce our company.XXX is one of pioneers in Radio Controlled products since 1992 in Far East and in RF high frequency utilizing 433MHz since end of 1997.For your information, we have our own office in Strasbourg-France named XXXX, which is 100% subsidiary of XXX and dealing with Southern and Western European markets such as France, Belgium, Italy, Spain and Portugal.We recommend you to contact our French Office, XXXX, for all products information.The details of the Office is as below: TEL： FAX： ADD： EMAIL： ATTN： WEBSITE：
Please feel free to contact Miss Hartmann directly for more information or visit our Web-site as mentioned above.Thank you for your kind attention.Best regards, Karman
本公司断定我们所提供的货色优良，价格公道，感谢贵公司给我们一个机会，使我们的要求得以实现。
We are certain that we are offering a sound article at popular price, and we should appreciate an opportunity to substantiate our claims.贵公司5月6日函悉，本公司无法承购贵公司开价的商品。此复。
In answer to your favour of the 6th May, we inform you that we are unable to take the goods offered by you.关于贵公司所询麦麸一事，现可提供该货20吨。
In answer to your inquiry for bran, we offer you 20 tons of the same.贵函收悉，此地商场仍保持平静。
Answering to your letter, we state that the market remains quiet.至今未复5月8日贵函，甚感歉疚，还望原谅。
Kindly excuse our not replying to your favour of the 8th May until today.本月8日贵函敬悉。??先生是位诚实可靠的人，特此告知。In response to your letter of the 8th inst., I am pleased to say that Mr.?? is a man of trustworthy character.关于所询H.先生的情况，谨此高兴地告知，他是一位足以信赖的人。In response to your inquiry respecting Mr.H., we have pleasure in stating that he is a thoroughly reliable man.关于S.公司的情况，我们特此欣然函复。
We are glad to answer your inquiry concerning S.& Company.关于J.先生的情况，谨此高兴地告知，我们认为他是绝对可以信赖的人。
Answering to your inquiry respecting Mr.J., we are pleased to say that we found him absolutely reliable.17日贵函关于结帐一事，谨此告知，我们将很快寄去支票。
Replying to your letter of the 17th respecting the account, I will send you a cheque shortly.谨复贵公司本月10日函询;我们不能提供贵公司特定的那种餐盘的报价。
Replying to your inquiry of the 10th inst., we are unable to offer you plates of the size you specify.贵函收悉，我们已将样品提交本公司的买方，特此奉告。
In reply to your letter, we are pleased to inform you that we have shown the sample to our buyer.你方6月12日的来函收悉，兹寄去面额为150美元的支票一张，谨此奉复。In reply to yours of 12th June, I send herewith a cheque, valuing $150.
第三篇：8年外贸的询盘心得
分析，回盘，跟进。这个是一个重复，长期，痛苦，彷徨，让人快坚持不下去的一个过程，也是一个磨练意志的过程。用电子商务做外贸，贵在坚持，重在维护。贵在每天坚持有良好的心态，坚持要做每天在做的处理询盘和报价。坚持对自己产品的信心!重在对已经成交客户的维护，对未成交询盘不断的跟进和维护!
步骤/方法
使用电子商务平台洽谈外贸业务，大家遇到的共同问题是什么?
1、我回复了买家，为什么买家不理我?
分析原因：
1)邮件客人并没有收到!
解析：现在有很多国内的厂家，商人，用的邮箱地址仍然是免费的邮箱，甚至是数字邮箱(163，126.com?为后缀的邮箱)这类邮箱地址很容易被国外客人的邮件服务器辨别为垃圾邮箱，还没有等到客人收到你的回盘信息，客人的服务器已经将你所发送的邮件直接退回或者删除，客人自然不会回复给你，因为他根本就
不曾收到邮件!
解决：用国际通用的邮箱如hotmail.com，gmail.com，yahoo.com这类免费邮箱，比较好，不容易被分析为垃圾邮件!另外可用公司名购买的企业邮箱，以公司名为后缀的邮箱和客人联络的，这个不是免费使用，通常是做了公司网页后，送的公司邮箱，每年是要收费的。同样，这个以公司名后缀的邮箱也一定要找相关公司做邮箱的“双向解析”。这样，你所发送的邮件才会被客人的邮箱服务器通过，客人才会顺
利收到邮件!
2)邮件中有病毒
解析：大家有没有每天查杀计算机内的病毒呢?试想，如果客人收到一封你的邮件，但你的邮件中带有病毒并被客人的杀毒软件所查出，客人会看邮件，还是直接删除邮件呢?这个问题是很显然的。
解决：解决办法很简单，就是定时定点对你的计算机进行彻底查毒，保证自己所发邮件是不带任何病
毒及木马程序。
3)发送的时间有时差，及客户看邮件的时间!
解析：很多做外贸人员认为，一旦收到? 询盘 ?就马上回复，认为及时尽早的回复，客人一定会对此满意和赞赏并会有所回复!这样做是对的，但忽略了很重要的一点，除了亚洲一部分国家及澳洲地区国家，绝大部分客户和中国是有时差的。就算你马上回复了客人，客人也会在他上班的时间才能看到邮件。而且客人所发的? 询盘 ?，肯定也不会只有你一个人回复，肯定有大把的供应商相争回复，这样，最早回复的邮件按照邮箱的排列的顺序被沉到了最底层。如果客人在上面的邮件中找到感兴趣的供应商，就根本不会
看最底层你的邮件!
解决：了解客人当地的时差及上班时间，按照客人的上班时间发送，这个，只需要简单的邮件定时发送就可以办到!另外一点，我觉得非常好，就是按照客人的上班时间，在线和客人联系!比如欧洲等国家和中国的时差为-6到-8个小时，那么当我们在下午3-4点的时候正是客人上班的时间，这样下午和客人发邮件，极有可能收到客人的回复，收到客人回复后立即也回复，或者能在Trademanger?或者MSN上能和客人在线及时沟通，这样也是最好的沟通方法。
4)客人休假及发邮件的密度
解析：除了及时和客人联系外，还要了解客人所在地的法定节假日或者休息时间!有过多国家的客人是很遵守作息时间的，一旦休息或者放假，是绝不做事的!所以了解客人的放假时间也是很重要的。
你所发送的邮件密度也非常重要，如果密度过高，每天至少三封，这样很有可能被客人被认为是骚扰或者垃圾
邮箱而将你加入黑名单。
解决：讲师提出的最好的邮件密度为：第1天-第2天-第6天-第13天-第28天-每隔1个月!就是，一开始发送后，第二天没回复再追加一封，再没回复过4天，就是第6天再追加一次，如果再没回复就是再过一个星期再发，再过半个月再发，然后每个月定时发送!当然，发送的内容千万不要一样，标题也要经常变换。不要放弃任何一个客人，就算没有回复，也要每个月发送邮件!让客人认识你，记得你，当客人一有
你所生产的产品 询盘 时，第一个就会想到你!
2、为什么有些买家联系了几次就没有音讯了?
分析问题：
1)客户不相信我
解析：有很多客户曾经受到很多国内不道德商人的诈骗，导致他们在和我们沟通的时候，如果有一点
感觉不对劲的地方，就不会轻易和我们联系!
解决：在开始和客人联系的时候，把公司的? 海关 ?备案登记表扫描发给客人，让客人相信我们是正
牌，正规做生意的公司!
2)市场周期
解析及解决：要了解产品的市场周期，要明确知道此产品的淡季和旺季。晓得产品的淡旺季，让你掌
握好时机和客人取得联系!
3)已在联系其他的供应商
解析及解决：很多同僚会遇到这种情况，邮件发送后，客人回复已经在和其他供应商联系!遇到此状况千万不要有任何放弃的想法，保持和客人的联系。如果客人和现在供应商发现问题，他会即刻和你联系!如果发现客人是潜在的客户，一定要慎重报价，有人心想，把价格报高一点，也许客人会还价之类的，但殊不知，如果客人收到很多询盘，如果你的价格和其他供应商的价格相差太多，客人根本就不会考虑到你，不会和你还价，就直接将你CUT掉!
4)邮件表达不清楚
解析和解决：这个主要是针对新的外贸人员来说的，邮件的写作不是写英文小说或者抒情文，最主要的是简单，明白。要清楚明白的知道自己要表达的意思，也要让客人能看懂你所表达的意思。
在刚开始的询盘中，有时，我们发了很多询盘，但没有任何消息。站在客人的角度上想问题，客户是有权保持沉默的!当他有需求或者你的邮件另他印象深刻的时候，才能够和你联系!所以对客人千万不要放弃!把握好任
何一个机会!
3、反馈有好多啊，可没有我想要的大买家?
明确自己的定位对应市场的认证不要迷信大买家
大客户不是常有的，能遇到真正大买家的机会并不多，大买家都是自己在长期的业务往来中建立和培养起来的。客人在培养工厂，同样，工厂也在培养客人!大客户通常都需要相对应较高的产品认证及工厂环境，如果你没有相关的条件，就很可能被大客户拒绝。而且，也不要迷信大客人，真正大客人的大订单也要慎重处理，做的大，赔得更大，也许就一个大客户，出现了质量问题后，就可能让你倾家荡产。
4、和客户一直都有邮件联系，但是客人就是不下订单。
分析：遇到这种问题，如果是个专业客户，就有可能是和其他的供应商正在合作脱不了关系!
采取措施：想尽一切办法找到客户的直接联系方式，不能仅仅用邮件联系，要用MSN，ICQ，SKYPE，YAHOO通等，甚至是电话。现代外贸人中，往往忘记了最基本的联络方式，电话。千万不要忘记打电话，你完全可以发了几封邮件没收到客人回复后，致电给客人问清楚是否收到客人的邮件!让客人记起你，关注
你!
怎么样才能让买家把订单给我?
其实这个不是问题，是我们业务员要的目标。“为什么有些买家联系了几次就没音信了?”到了这个时候的客户，是确实有需要的客户。怎么让客户把订单给我们，重点要解决这样的询盘客户。我们要摆正确自
己的心态，对询盘进行仔细的分析和处理!
分析和判断询盘
1、询盘的分类
1)毫无关系的询盘
2)没有提到相关产品，只是寻求合作的询盘
3)有提到具体产品的询盘
4)提到产品的同时还需要一些价格，装箱和出货资料的询盘
2、如何处理不同类别的邮件
1)过滤掉毫无关系的询盘
2)培养大致寻求合作的询盘，回盘之后没有了下文，定期的用不同新颖的标题邮件进行再次跟踪。邮
箱也可以偶尔换换着联系!
3)主攻，提到产品的同时还需要一些价格，装箱和出货资料的询盘，主攻这类询盘，以多种的销售方
式促进客户提早定样品!
4)需要注意的是，在分类询盘和回复的同时，一定要警惕客户用不同的邮箱套问产品的价格。遇到一
个地区的同一产品的询价要谨慎处理!
3、主攻客户的判断标准
通过客户的资料和客户询盘的重点判断，找出客户直奔的主题。
例如：
询问产品的包装尺寸(客人在有订单的前提下，在算装箱量)和其他同类产品之间的差异。(客人在比较，你的产品贵在哪里?)询问产品的对应认证。(客人肯定是正规渠道的公司，也许是官方的客户)产品的关键零部件要求。加工过程中的应用工序。一个不离谱的价格要求。(客人肯定已经做过价格比较。)
4、潜在客人如何培养
1)建立一个长效的联系机制和办法
2)采用特别提醒和优惠促销等活动，用利益驱动他们和我们合作。
3)采用口碑营销来培养客户。
4)做长期的准确报价，让客人时刻感受到压力!(提示下个月要涨价，给客人压力)
询盘回复
一、邮件主题
邮件给的主题要有吸引力，力求标新立异，第一时间吸引客户的眼球。如果判定是真正的客人，一定
要在我们的邮件标题上花点功夫。
例如：Sell?Facemask(?CE，?ISO，?FDA，?BFE)(直接标产品所认证的证书在标题上!)
The?best?pricelist?for?Facemask！！
Surprise-Facemask
Facemask(CE，?FDA，?BFE)---USD10.00(标题上直接标价格!)
二、正文内容
给自己公司简介做重点介绍，突出产品性能和所拥有的各项认证，巧妙的应用电子版的catalogue和
Pricelist.一开始不要急于报价。了解客人的寻求及合理分析分类后慎重报价!也可利用图片报价，把我们公司的各个产品图片发给客人，对那种不懂英文交流的客户，越简单，客人越容易理解!
三、设置回复模板
是指通过对大量的客户进行总结，对不同国家，不同要求，不同价格的客户做出不同样板的回盘!禁止千篇一律的回复!设定简单、易懂和图片结合的回复模板。
四、报价实务
1、对开始有反馈的客户，设定梯度报价，例如：
设定MOQ。MOQ是什么价格?散货是什么价格?整个集装箱是什么价格?全年合作是什么价格?模具费用等等。模具费可以返还，到达什么量后返还，但不返现金，返还产品收取样品费用。如何应对免费要样品者。针对我们货值比较便宜的产品，可以免样品费，但需要支付快运费!
2、报价邮件必须要写的东西：
-产品型号和配置(用图片)
-根据订货的数量来给客户的报价。
-目的港的信息(FOB，CIF，….)
-报价的有效期
3、签名
留下自己公司的联系信息：公司的名称，电话，传真，地址，邮件地址，主邮箱及备用邮箱。
特别提醒：
看询盘客户所属国家按时区去回复邮件。尽量让客户在上班时间收到你的邮件!切记不要急于给客人报
价，要先摸清客人的底细和状况!
第四篇：外贸业务员提高国外客户回复率技巧
外贸业务员提高国外客户回复率技巧
1）关注客户想要的客户关心和他们想要的，我们一定不可忽视，否则客户认为你没有诚意和经验！首先,客户问什么就回答什么，如果实在是不能满足客户的一定要委婉说明，不要怕“得罪”客户而语言含糊！其次，不要
说些与业务或客户无关的废话，即使你说的是事实！
最后，一般客户最关心的无非不就是产品质量（包括有些产品的规格）和价格，一般报价（尤其是第一次时）要给客户报产品规格和价格。当然客户关心的还有：payment;delivery;quantity;validity(常规的），根据你邮件的内容来自我判断要不要注明这些！不过一般第一
次询盘，还是加上为好，可以节约和客户谈判的时间！
2）注意你的报价
价格是客户最关心的，谁不想买便宜而质量又好的东东！国外客户也一样。所以在你报价时要注意一个点：也就是价格跟市场价相吻合，不能太低更不能太高（除非你们是名牌或垄断品),否则客户不会
理睬你的！
3）语言简明扼要
简明扼要内容是每个人都喜欢的！不是中国文化----“隐隐藏藏和含糊”没有人愿意去看一大偏内容而只需几句话就可以摆平的文章。尤其是在写开发函（联系函）时，不要过多介绍自己（公司），二句就OK，只要让客户知道你们是做什么的和你们的联系方式（电话，公司网站等即可）。至于你想用二句话来表达你们是干什么，又能要提供好的价格和服务并且是一个很”牛逼“的公司，那就看你语言功底了！如能用一个单词代替几个单词来表达你的意思是最好，客户很喜欢！其次在给发慰问函时也要注意，不要以为是慰问客户就写一大堆问候客户的话！一般也是两句就OK!没有万能的两句，根据你和客户的联系情况来定！
4）不要自作主张
没有客户的要求自作主张，即使你做的是一件好事，客户可能因此而不理会你！没有别人的要求就做不仅体现你没有尊重别人，而其同事从很大程度上可以让人觉得你太自我了！诸如没有客户要求就给客户发图片或一些附件，要明白，国外客户关心问题是一定不会放过你的！！So get it? 最后，更不因自己的意愿去询问客户过多的问题，尤其是不熟悉没有成交的客户。这样会让客户很讨厌，尤其
是他们的隐私！
5)MSN邮箱不能少
据说中国有些邮箱被一些国家打进料黑名单，所以有时出现邮件投递失败的现象，当然也不排除是公司自己设置或其他等原因！不过用MSN发的成功率不会比其的逊色！所以要注明你的MSN邮箱（也就是hotmail）让客户，这样你也可以加客户的MSN.不仅联系方便，而且你们成为好友也不是不可能的事！（不过要记住——没什么事不
要常常去骚扰）
6）三点一“线”少不了
首先，不要时时刻刻催促客户回复你邮件，要像朋友那样对待-自然。要知道 客户真诚地想与你合作，自然会联系你！当然不是说你回盘了就什么都不做了，只是提醒大家不要天天都催客户回你，好
像没有他公司就要倒了那样！
其次，当客户有什么重要节日，要记住并能及时地发信函祝福。当然我们的春节来临之际，也可以发函祝福一下，其他的还是少发好，视情况而定吧！这样可以加深客户对你的印象，觉得你在乎他们！以后不回你邮件才怪。当然节假日发邮件给客户外，平时要联系客户，每个月二次为宜。要不是时间长了客户可能不知道你是张三还是李四。要知道每个客户每天都可能会收到几十百把封邮件，可想而
知吧！
最后，不要群发邮件给客户，因为客户一般是不会回这样的邮件的。至于是什么原因我就不想在这里说废话
了！还有就是注重邮件的主题栏的写法，我建议大家写客户询盘的产品较好！这样可以增加客户打开你邮件的可能性！
望各位每天都有邮件回，忙得连吃饭/上厕所的时间
都没有！
祝你们事业有成！
第五篇：外贸询盘回复
外贸邮件模板
[ 录入者:xiaoru | 时间:2009-05-31 20:21:01 | 作者: | 来源:阿里巴巴 | 浏览:1060次 ]
针对外贸中的邮件往来，整理了以下英文书信模版。主要涵盖“主动跟新买家建立联系”、“对新买家要求建立业务联系的回复”、“向老客户介绍公司新的产品信息”、“回复对某个产品的查询”、“无法提供对方查询中所要求的产品时”、“查询对方公司的产品”、“几种报盘”、“信用证相关”、“报价相关”等模版。
A、主动跟新买家建立联系
Dear Mr.Jones:
We understand from your information posted on Alibaba.com that you are in the market for textiles.We would like to take this opportunity to introduce our company and products, with the hope that we may work with Bright Ideas Imports in the future.We are a joint venture specializing in the manufacture and export of textiles.We have enclosed our catalog, which introduces our company in detail and covers the main products we supply at present.You may also visit our online company introduction at Http://www.xiexiebang.comF Copenhagen dated February, 21.In reply, we offer firm, subject to your reply reaching us on or before February 26 for 250 metric tons of groundnuts, handpicked, shelled and ungraded at RMB2000 net per metric ton CNF Copenhagen and any other European Main Ports.Shipment to be made within two months after receipt of your order payment by L/C payable by sight draft.Please note that we have quoted our most favorable price and are unable to entertain any counter offer.As you are aware that there has lately been a large demand for the above commodities.Such growing demand will likely result in increased prices.However you can secure these prices if you send us an immediate reply.Sincerely，(b.)
Dear Mr.Jones:
We thank you for your letter dated April 8 inquiring about our leather handbags.As requested, we take pleasure in offering you, subject to our final confirmation, 300 dozen deerskin handbags style No.MS190 at $124.00 per dozen CIF Hamburg.Shipment will be effected within 20 days after receipt of the relevant L/C issued by your first class bank in our favor upon signing Sales Contract.We are manufacturing various kinds of leather purses and waist belts for exportation, and enclosed a brochure of products for your reference.We hope some of them meet your taste and needs.If we can be of any further help, please feel free to let us know.Customers' inquiries are always meet with our careful attention.Sincerely，(c.)
Re: SWC Sugar Dear Sirs，We are in receipt of your letter of July 17, 2002 asking us to offer 10,000 metric tons of the subject sugar for shipment to Japan and appreciate very much your interest in our product.To comply with your request, we are offering you the following: 1.Commodity: Qingdao Superior White Crystal Sugar.2.Packing: To be packed in new gunny bag of 100kgs.each.3.Quantity: Ten thousand(10000)metric tons.4.Price: US dollars one hundred and five(US$105.00)per metric ton, Fob Qingdao.5.Payment: 100% by irrevocable and confirmed letter of credit to be opened in our favor through A1 bank in Qingdao and to be drawn at sight.6.Shipment: Three or four weeks after receipt of letter of credit by the first available boat sailing to Yokohama direct.Please note that we do not have much ready stock on hand.Therefore, it is important that, in order to enable us to effect early shipment, your letter of credit should be opened in time if our price meets with your approval.We are awaiting your reply.Sincerely，H、作为对方供应商，认为对方压价太低
Dear Mr.Jones:
We confirm having received your telex No.LT/531 of May 17, asking us to make a 10% reduction in our price for Men's Shirts.Much to our regret, we are unable to comply with your request because we have given you the lowest possible price.We can assure you that the price quoted reflects the high quality of the products.We still hope to have the opportunity to work with you and any further enquiry will receive our prompt attention.Sincerely，I、作为买家，认为对方报价太高
Dear Mr.Jones，We acknowledge receipt of both your offer of May 6 and the samples of Men's Shirts, and thank you for these.While appreciating the good quality of your shirts, we find your price is rather too high for the market we wish to supply.We have also to point out that the Men's Shirts are available in our market from several European manufacturers, all of them are at prices from 10% to 15% below the price you quoted.Such being the case, we have to ask you to consider if you can make reduction in your price, say 10%.As our order would be worth around US$50,000, you may think it worthwhile to make a concession.We are looking forward to your reply, Sincerely，J、要求对方开立信用证
Dear Mr.Jones:
With reference to the 4,000 dozen shirts under our Sales Confirmation No.SX260, we wish to draw your attention to the fact that the date of delivery is approaching but up to the present we have not received the covering L/C.Please do you utmost to expedite its establishment so that we may execute the order within the prescribed time.In order to avoid subsequent amendments, please see to it that the L/C stipulations are in exact accordance with the terms of the contract.We look forward to receiving your favorable response at an early date.Sincerely，K、因对方未能如期信用证而交涉
Dear Mr.Jones:
With reference to our Sales Confirmation No.825 dated August 10, 2002, we regret to say that your letter of credit has not yet reached us up to the time of writing.This has caused us much inconvenience as we have already made preparations for shipment according to the stipulations of the said Sales Confirmation.You must be aware that the terms and conditions of a contract once signed should be strictly observed, failure to abide by them will mean violation of contract.If you refer to our Sales Confirmation, you will see the clause reading:
“The Buyer shall establish the covering Letter of Credit before 30th August, 2002, failing which the Seller reserves the right to rescind the contract without further notice.”
The goods you ordered have been ready for quite some time and the demand of late has been so great that we find it hard to keep them for you any longer.However, in consideration of our friendly business relations, we are prepared to wait for your L/C, which must reach us not later than October 5, 2002.If we again fail to receive your L/C in time, we shall cancel our Sales Confirmation and ask you to refund to us the storage charges we have paid on your behalf.Your cooperation in this respect will be appreciated.Sincerely，L、修改信用证
Dear Mr.Jones:
We have received your L/C No.121/99 issued by the Yemen Bank for Reconstruction & Development for the amount of $19,720 covering 1,600 dozen Men's Shirts.After reviewing the L/C, we find that transshipment and partial shipment are not allowed.As direct steamers to your port are difficult to find, we have to ship via Hong Kong more often than not.As to partial shipment, it would be our mutual benefit because we could ship immediately whatever we have on hand instead waiting for the whole lot to be completed.We, therefore, are writing this afternoon, asking you to amend the L/C to read: “TRANSSHIPMENT AND PARTIALSHIPMENT ALLOWED”
We shall be glad if you see to it that amendment is cabled without any delay, as our goods have been packed ready for shipment for quite some time.Sincerely，M、延期信用证的期限
Dear Mr.Jones:
We thank you for your L/C for the captioned goods.We are sorry that owing to some delay on the part of our suppliers at the point of origin, we are not able to get the goods ready before the end of this month.As a result, we sent you a cable yesterday reading: L/C1415 PLSCABLE EXTENSION SHIPMENT VALIDITY 15/31 MAY RESPECTIVELY LETFOLLOWS It is expected that the consignment will be ready for shipment in the early part of May and we are arranging to ship it on s/s “Fanyang” sailing from Dalian on or about 10th May.We are looking forward to receiving your cable extension of the above L/C thus enabling us to effect shipment of the goods in question.We thank you for your cooperation.Sincerely，N、拒绝对方做独家代理商的要求
Dear Mr.Jones:
Thank you for your letter of 15th September.As we are now only at the get-acquainted stage, we feel it is too early to take into consideration the matter of sole agency.In our opinion, it would be better for both of us to try out a period of cooperation to see how things go.Also, it would be necessary for you to test the marketability of our products at your end and to continue your efforts in building a larger turnover to justify the sole agency arrangement.We enclose our latest pricelist covering all the products we handle within the framework of your specialized lines.We look forward to hearing from you.Sincerely，O、指定对方为独家代理商
Dear Mr.Jones:
We have received your letter of the 15th and are impressed with the proposal you make.We are pleased to tell you that we have decided to entrust you with the sole agency for our Embroideries in the territory of Sweden.The Agency Agreement has been drawn up for a duration of one year, automatically renewable on expiration for a similar period unless a written notice is given to the contrary.Enclosed you will find a copy of the draft.Please go over the provisions and advise us whether they meet with your approval.We shall do all in our power to assist you in establishing a mutually beneficial trade.Sincerely，P、处理对货损的投诉
Dear Mr.Jones:
We have received your letter of 18th July, informing us that the sewing machines we shipped to you arrived in a damaged condition on account of imperfectness of our packing.Upon receipt of your letter, we have given this matter our immediate attention.We have studied your surveyor's report very carefully.We are convinced that the present damage was due to extraordinary circumstances under which they were transported to you.We are therefore not responsible for the damage;but as we do not think that it would be fair to have you bear the loss alone, we suggest that the loss be divided between both of us, to which we hope you will agree.Sincerely，Q、处理对货物品质的投诉 Dear Mr.Jones:
We very much regret to learn form your letter of 2nd March that you are not satisfied with the dress materials supplied to your order No.9578
From what you say it seems possible that some mistakes has been made in our selection of the materials meant for you and we are arranging for our Mr.Yang to call on you later this week to compare the materials supplied with the samples form which your ordered them.If it is found that our selection faulty, then you can most certainly rely on us to replace the materials.In any case, we are willing to take the materials back and, if we can not supply what you want, to cancel your order, though do this reluctantly since we have no wish to lose your custom.Sincerely,
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