1、電話開頭寒暄
1.Good morning.How are you today?（和客戶常規(guī)問候）
2.Hi xxx,how's going?（常規(guī)問候）
3.Great to hear!l'm doing very well,thankyou for asking.（回復客戶問候）
4.All good,hope you too.（回復客戶問候）5、How can I help you today?（詢問來意）6﹑Maylask who is calling?（詢問來者何人）7、Maylask who is speaking there?（詢問來者何人）
2、電話確認細節(jié)
8.Can you please verify your zip codeplease?（和客戶核實郵編）
9.ls this one still your current billingaddress?（和客戶核實地址）
10.How would you like to pay for theorder?We accept PayPal,western union orall major credit cards.（和客戶確認付款方式）
3、電話跟進訂單
11.l'm reaching out about the email l senton Thursday,did you get a chance to eview?（跟進郵件反饋）
12.l was calling to follow up on theproposall sent.（跟進方案反饋）
13.l sent you the proforma invoice yesterday.Did you get a chance to read it?（跟進合同進展）
14.Design mock-up has been sent by email.Wanted to check if you got it.（核實是否收到郵件）
15.ls there any progress on the project?Weneed your feedback on our last discussion tomove forward further.（跟進項目進展）
16.l'd like to check if all is clear for thequotation l sent you last week.（詢問報價是否有疑問）
17.lam calling to check if you have anyquestions for the manual?（詢問對指南是否有疑問）
4、電話跟進樣板反饋
18.l am calling to check if you have got theparcel?（跟進樣板動向）
19.we checked and got to know that you got thesample last week.May I have your feedback please?（跟進樣板反饋）
20.l am calling to ask about your feedback on thesample wesent（跟進樣板進展）
21.Any improvement or changes need to be made based on the current sample?（跟進樣板質量）22·ls the sample quality fine（跟進樣板質量）
23.l am calling to check when you can confirmthe samples,so we can stat with productionimmediately.（詢問樣板進展）
5、電話售后常規(guī)詢問
24.l hope the parcel is still in good condition.（詢問貨物狀況）
25.l am calling to check if you are able to clearthe goods.（詢問貨物清關情況）
26.How is the launch?Do you need any furthertechnical support fromus?（詢問是否需要技術支持）
06、電話回應客戶投訴
28.l know this is less than ideal.But l'm going tohave to talk to my manager and see what we cancome up with to resolve your issue.（電話安撫客戶并告知會出處理方案）
29.l'm really sorry that you weren't happy withyour goods.l willget back to you once we have asolution.（安撫客戶并告知會出解決方）
30.l'm going to email them to you right now.（告知處理進展）
31.l'm so sorry your order didn't come in ontime.Let me speak to my supervisor to see whatwe can do for you.（貨物延遲，口頭安撫客戶）
32.l'm so sorry that you've had to deal with thisproblem.Let me quickly check to see if l can fixit.lwill update you by email.（口頭安撫客戶，告知會郵件更新處理進展）
33.l completely understand the frustrationyou're feeling.l feelthe same way.Can l ask you afew questions so we can get thisresolved?（安撫客戶，了解細節(jié)）
34.Please bear with us till tomorrow.We arelooking into theissue and will update the solutionby email.（表示目前正在調查中，并告知出解決方案的時間）
7、電話催客戶付款
35.l am calling to check if you are able to sendbalance payment this week?ETA date is approaching.（電話告知客戶貨快到港，催尾款）36·l'm calling on behalf of company you owemoney to.Could you please give me an update onthe payment status?（電話詢問欠款進展）
37.My apologies,i'll check our system and seewhy this wasn't marked as paid and make sure itdoesn't happen in future.Do you know when thiswas paid?（電話催款遇到客戶已經(jīng)付的情況）
38.Our accountant has s:nt you the updatedstatement last Friday.i'd like to check if you cansettle it within this week（提醒財務已經(jīng)更新賬單，請安排欠款）
8、電話回復客戶催貨
39.l will need to check with production department and get back to you in half an hour.（回復客戶催貨，需要和生產(chǎn)部確認）
40.Your goods are still under production and itshall be ready next week.l will inform you byemail as soon as they are ready.（電話回復客戶催貨，告知貨好會郵件通知）
9、電話與客戶約會議時間
41.When's a good time for us to have an onlinemeeting?（電話詢問客戶會議時間）
42.How does this week work,or is next weekmore convenient?（與客戶電話商量會議時間）
43.What is the best way to get on your calendar?（電話詢問客戶合適的會議時間）
44.what is your availability for meeting over thenext few days?（詢問客戶接下來幾天方便會議時間）
45.Perfect,I'l send you a calendar invite to confirm.（當客戶電話中確認會議時間,回應郵件會更新會議邀請）
10、電話客戶，非本人接
46.Canlleave a message for him/her?（電話客戶,非本人接電話）
47.could you tell him/her that l called，please?（電話客戶，非本人接，告知對方你來電過）
48.Could you ask him/her to call me back,please?（電話非本人接，告知對方讓客戶回電）49·Okaythanks.I'll call back later.（會再來電）
11、和客戶電話時信號不好
50.lt seems the network is not good now.l will send you an email for your required details.（電話信號不好，改發(fā)郵件）
51.l'm sorry,we have a bad connection.Couldyou give me your phone number and ll call youright back?（通訊軟件信號不好，改打電）
52.l think we have a bad connection.could youspeak a little louder please?（電話信號不好，讓客戶聲音大一點）
53.l'm sorry,could you repeat that?（聽不清，讓客戶重復）
12、電話結束語
54.Thanks for that,we really appreciate it.I'llmake a note bye mail for our discussion then.Have a nice day.（結束通話前告知客戶會發(fā)郵件書面總結）
55.Thank you for your call.Do you have anyother questions or concerns?（詢問客戶有無其他問題
56.Thank you for your call.Enjoy your evening.（常規(guī)電話結束語）
57.Than you for your time.Have a nice day.（常規(guī)電話結束語）
閩公網(wǎng)安備 35010202001226號
