电子商务询盘管理技巧电子商务询盘管理技巧Lanny Chen阿里学院阿里学院电子商务实战系列课程电子商务实战系列课程电子商务实战系列课程电子商务实战系列课程阿里巴巴 版权所有1999-2005五年的转变五年的转变 Meetalibaba Workalibaba阿里巴巴 版权所有1999-2005基本操作流程基本操作流程发布产品和发布产品和发布产品和发布产品和供求信息供求信息供求信息供求信息查收询盘查收询盘客户管理客户管理客户跟踪客户跟踪订单管理订单管理报表分析报表分析供求信息供求信息产品产品询盘询盘客户客户私人展示厅私人展示厅订单订单报表报表阿里巴巴 版权所有1999-2005买家如何在网上搜索产品和供应商？买家如何在网上搜索产品和供应商？阿里巴巴 版权所有1999-2005阿里巴巴国际站买家网上调查结果阿里巴巴国际站买家网上调查结果n nHow do you search for suppliers at Alibaba? 买家如何在阿里巴巴搜索供应商？n nTrade Leads 51n nProduct 31n nCompany 18阿里巴巴 版权所有1999-2005阿里巴巴国际站买家网上调查结果阿里巴巴国际站买家网上调查结果n nWhich section do you usually choose if you want to search by keywords? 买家搜索产品更愿意用哪种方式？ n nTrade Leads 49n nProduct 41n nCompany 10阿里巴巴 版权所有1999-2005询盘的来源询盘的来源n n线上n nLeads search Leads search 页面页面n nProducts searchProducts search页面页面n nCompany searchCompany search页面页面n nTrade managerTrade managern n线下n n电话电话n n传真传真阿里巴巴 版权所有1999-2005询盘询盘-新询盘新询盘n n作用n n接受客户反馈的窗口接受客户反馈的窗口n n客户原始信息的来源客户原始信息的来源n n在线客户管理的第一步在线客户管理的第一步阿里巴巴 版权所有1999-2005转化为客户转化为客户未录入CRM系统的询盘客户新增为意向新增为意向已经是CRM库里的客户，再次对某个产品进行问询阿里巴巴 版权所有1999-2005由询盘转化为客户的相关信息会自动导入，只需检查正确与否非必填项也尽量填写，保证客户资料的完整性阿里巴巴 版权所有1999-2005最后别忘记保存同时详细添加意向阿里巴巴 版权所有1999-2005注意注意n n询盘要转化为客户才可以做管理n n录入客户资料的时候尽量完整n n转化、新增意向时要进行分类阿里巴巴 版权所有1999-2005直接联系在线买家直接联系在线买家n n联系人信息n n意向信息如果对方在线可以通如果对方在线可以通过过Trade Manager直直接联系接联系阿里巴巴 版权所有1999-2005有没有遇到这样的情况有没有遇到这样的情况n n发布产品、信息后没有回应n n查看发布的产品和信息查看发布的产品和信息n n回复客户后就没有下文n n回复的质量（杭州某公司案例）回复的质量（杭州某公司案例）n n买家计划采购买家计划采购n n买家在等待终端买家回应买家在等待终端买家回应n n产品、价格、市场产品、价格、市场阿里巴巴 版权所有1999-2005第一回合第一回合(询盘）询盘）From: From: Old?ichOld?ich B* B*tktk To: *To: *hzhz*tai.comtai.com Sent: Wednesday, August 17, 2005 9:13 PMSent: Wednesday, August 17, 2005 9:13 PMSubject: Inquiry - DehumidifiersSubject: Inquiry - DehumidifiersDear Sirs,Dear Sirs,We are We are czechczech manufacturer of heat pumps and control systems for HVAC systems. manufacturer of heat pumps and control systems for HVAC systems. (For more info see our leaflets.)(For more info see our leaflets.)Actually we are interested of dehumidifiers with application for swimming pools (in Actually we are interested of dehumidifiers with application for swimming pools (in family houses).family houses).If you have such dehumidifiers in your range of products, could you send us price If you have such dehumidifiers in your range of products, could you send us price quotation, please?quotation, please?With many thanks and best regards,With many thanks and best regards,阿里巴巴 版权所有1999-2005Old?ichOld?ich BartkBartkJESY, JESY, s.r.os.r.o. .Na Na Cvi?rnCvi?rn 188 188267 27 LITE?267 27 LITE?Czech RepublicCzech RepublicTel. : +420.*.6*4.2*8Tel. : +420.*.6*4.2*8Fax : +420.*.6*4.3*9Fax : +420.*.6*4.3*9Mobile: +420.*.5*5.7*0Mobile: +420.*.5*5.7*0www.jwww.j*.*.czczwww.tepelnwww.tepeln*dla.infodla.info阿里巴巴 版权所有1999-2005How Should We Reply?需要思考的问题：需要思考的问题：n n公司简介公司简介公司简介公司简介 Brief IntroductionBrief Introductionn n竞争性报价竞争性报价竞争性报价竞争性报价 Competitive QuotationCompetitive Quotationn n专业度专业度专业度专业度 ProfessionalProfessionaln n满足需求满足需求满足需求满足需求 Meet DemandsMeet Demandsn n体现诚意体现诚意体现诚意体现诚意 Show Your SincerityShow Your Sincerity 阿里巴巴 版权所有1999-2005第一回合（回复）第一回合（回复）Subject: replySubject: replySubject: replySubject: replyDear Dear Dear Dear Old?ichOld?ichOld?ichOld?ich BartBartBartBart k k k k, , , , Thank you for your kind inquiry. Thank you for your kind inquiry. Thank you for your kind inquiry. Thank you for your kind inquiry. Firstly, we have Firstly, we have Firstly, we have Firstly, we have sevralsevralsevralsevral models of dehumidifiers for home models of dehumidifiers for home models of dehumidifiers for home models of dehumidifiers for home usage, it will be better if you offer the size or volume usage, it will be better if you offer the size or volume usage, it will be better if you offer the size or volume usage, it will be better if you offer the size or volume of your room, so that I will recommend some suitable of your room, so that I will recommend some suitable of your room, so that I will recommend some suitable of your room, so that I will recommend some suitable ones to you. Thank you for your understanding.ones to you. Thank you for your understanding.ones to you. Thank you for your understanding.ones to you. Thank you for your understanding.Best RegardsBest RegardsBest RegardsBest RegardsFredFredFredFredmail: *mail: *mail: *mail: *hzhzhzhz*i.comi.comi.comi.comtel.: 0086-*1-288*5tel.: 0086-*1-288*5tel.: 0086-*1-288*5tel.: 0086-*1-288*5company website: http:/company website: http:/company website: http:/company website: http:/www.hwww.hwww.hwww.h*i.comi.comi.comi.com阿里巴巴 版权所有1999-2005询盘处理技巧询盘处理技巧n n规范的格式规范的格式（paragraph, capitalization, spelling, grammar）n n主题主题Subject 点睛之处n n问候语问候语礼节、呼应n n有问必答有问必答不能回答要给解释n n重点突出，意思明确重点突出，意思明确n n落款落款统一规范，信息完整阿里巴巴 版权所有1999-2005每天提升一点每天提升一点n n专业书籍专业书籍熟读唐诗三百首熟读唐诗三百首熟读唐诗三百首熟读唐诗三百首, ,不会作诗也会吟不会作诗也会吟不会作诗也会吟不会作诗也会吟n n企业内部学习企业内部学习 三人行，必有我师三人行，必有我师三人行，必有我师三人行，必有我师 n n客户邮件客户邮件 很好的免费老师很好的免费老师很好的免费老师很好的免费老师n n温故而知新温故而知新自己是自己的老师自己是自己的老师自己是自己的老师自己是自己的老师阿里巴巴 版权所有1999-2005客户询盘产品无法生产客户询盘产品无法生产n nHello,Hello,n nWe are the biggest We are the biggest commcomm/ industrial products retailer / industrial products retailer in USA. We are interested to work with you. Now we in USA. We are interested to work with you. Now we are looking for industrial dehumidifiers to USA. Could are looking for industrial dehumidifiers to USA. Could you have any items available for us and its price & you have any items available for us and its price & specification to us.specification to us.n nPlease contact us if you need further information.Please contact us if you need further information.n nRegards,Regards,n nKaren Wong Karen Wong 阿里巴巴 版权所有1999-2005回复举例回复举例n nDear Karen,Dear Karen,n nGlad received your mail but sorry that our Glad received your mail but sorry that our dehumidifierssdehumidifierss main market is Europe and main market is Europe and Asia Asia now,ifnow,if you need the item to USA you need the item to USA ungentlyungently, kindly find other suppliers., kindly find other suppliers.n nSure, we can do Europe and Asia order for Sure, we can do Europe and Asia order for new.new.n nAny other inquiry and question, kindly let Any other inquiry and question, kindly let me know.me know.n n n nBest regards.Best regards.阿里巴巴 版权所有1999-2005询盘询盘-询盘搜索询盘搜索n n作用n n询盘归类和查询询盘归类和查询n n服务器上的询盘备份服务器上的询盘备份阿里巴巴 版权所有1999-2005根据不同的条件搜索阿里巴巴 版权所有1999-2005从这里查询历史询盘阿里巴巴 版权所有1999-2005这里可以查询6个月内的询盘阿里巴巴 版权所有1999-2005查询所有的询盘阿里巴巴 版权所有1999-2005询盘询盘-公开询盘（过滤）公开询盘（过滤）n n作用n n过滤某个国家地方的询盘过滤某个国家地方的询盘n n过滤某个过滤某个IPIP地址发送的询盘地址发送的询盘阿里巴巴 版权所有1999-2005选取需要筛选掉客户的相应询盘阿里巴巴 版权所有1999-2005将该“客户”添加到黑名单阿里巴巴 版权所有1999-2005选择过滤的对象是否将过滤的询盘公开阿里巴巴 版权所有1999-2005通过国家地区和生成时间搜索公开的询盘阿里巴巴 版权所有1999-2005过滤名单管理过滤名单管理1点击设置2点击浏览编辑过滤名单浏览编辑过滤名单对于过滤名单进行管理3编辑删除过滤名单阿里巴巴 版权所有1999-2005Reviewn n收取询盘n n转化客户n n询盘筛选阿里巴巴 版权所有1999-2005与客户一起成长！与客户一起成长！Tel: 0571-88158000Tel: 0571-88158000E-mail: E-mail: tradeservicealibaba-inc.comtradeservicealibaba-inc.com阿里巴巴 版权所有1999-2005