客户参观工厂流程

1、确定来访信息及路线安排

1)确认同一日期没有其他客户来访。敲定客户访问时间、航班、访问人数、手机号码等信息,以便安排相应接待。
* 提前问下客户这次行程安排,方便我们接待时间安排,看几家工厂,报价怎么报。
* 添加天气提醒,让客户先感受到我们的热情及服务。

1) How many people will come?
2) What is the schedule about your visiting?
3) Please let us know your flight number.
4) May I know your mobile phone number? Chinese number will be better.
Now the temperature is ** degress. You may take some warm clothes.
According to the weather forecast, it will have rain during **, please bring an umbrella when you packing luggage.
Looking forward to meet you soon.

 

2)问清楚客户是飞到洛阳还是郑州?
我们要告诉客户我们的机场洛阳北郊机场,如果国际航班所能飞到的机场离洛阳较远,则可推荐对方先飞去与洛阳有对接航班的城市,如广州,上海再通过转机来到洛阳。如果是飞到洛阳,那我们直接派车去接客户。

Our airport is Luoyang Beijiao Airport.
If there is no direct flight to our airport, you can fly to Guangzhou or Shanghai city first, and then directly transfer to Luoyang Beijiao Airport, and we will pick you up there.
Please let us know your flight number after booking the tickets.

 

3)如果客户是飞到郑州,那要分客户,对于量比较小的,或者比较熟悉中国的,或者是中国人可以让他们在郑州机场坐大巴到洛阳,每半小时一班;如果是比较重要的客户,那我们就直接去新郑机场接他们。

Can you please take the Airport express in Zhengzhou XINZHENG?
The buses to Luoyang run every half hour. You can get off in Luoyang peony square and we will pick you up there.
We will pick you up at the Zhengzhou Airport. Please let us know your flight number after booking the tickets.

 

4)如果是国内的客户,一般都会坐高铁或者火车,那么我们确定好客户车次和时间,及时派车去接。
请特别注意如果帮国外客户在网上买高铁或火车票,一定要保留好网上的订单号,取票时要凭订单号和护照取票,否则很难取票的。

2、客户信息评估

1)全面了解客户情况,包括哪国人?公司在哪里?是零售还是批发?网站情况如何?主要从事哪些产品?区域市场在哪,客户的详细联系资料、公司背景、公司实力、经营状况、经营范围、客户此次来访的目的、主要对什么产品感兴趣。还包括外商公司的股份结构、经营现状、技术水平、近三年的资产负债数字等。这个就需要我们去看客户网站,或者在google上搜索;
2)详细了解客户的具体情况,包括年龄、学历、爱好、身体健康状况、他在公司中的位置、他在经商履历中的业绩、他对产品订单的兴奋点等等;
3)多了解客户宗教信仰、国家习俗、习惯和喜好、注意细节,对自己所在城市文化以及景点也尽可能多了解,对本国文化当然应该多了解,客人问及时至少也应知道一点;
4)了解完上述信息后,做一个简单的客户信息表,方便配合的同事知道这个客户的信息。

3、安排酒店

1)人数和房型
一般国外客户不习惯多人住一间,即使为同性,他们也有可能选择一人一间,需要跟客户提前确定房型,看是King Size大床房还是双人标准间(double bed)。

2)根据客户价位要求,选择就近酒店。
告诉客户都有哪些价位的酒店可供选择,并最好提供相应的网址。
在与酒店预订房间的过程中,还需要注意以下几点:(业务员自己提前注意)
**如果是电话预订,一定要问清楚酒店前台的称呼,以便在前台漏订时能查到责任人。
**告诉酒店人员客户可能到达的时间时,应比实际到达时间再延后两小时,以免因飞机晚点或堵车等原因迟到。
**要求酒店提供避开临街的房间。
以下是我们常接待客户的酒店推荐:
**新天鹅:四星级,价位标间和大床房都是300,中州路与解放路交叉口,一般我们国外客户都用这个酒店。
**周王城酒店:三星级,公司楼下,主要是接送方便,国内的或者有的客户价位要求低,我们可以选择这个酒店,协议价196。
**格林豪泰:三星级,凯旋路与人民西路交叉口,属于连锁酒店,离我们公司比较近。

Dear Sir,
How are you?
Would you like us to book the hotel for you? If yes,there are 3 hotels that have a negotiated price with us for your choices:
1)- Luoyang Cygnus International Hotel
4 star hotel,the price is RMB300 for double room and king size room(including breakfast).10 minutes walking to our office and 2 minutes walking to shopping center. The website is: http://www.ly-cygnus.com/
2)- Luoyang Zhou Wang Cheng Hotel
3 star hotel,the price is RMB196 for double room and king size room(including breakfast).It is in the same building with our office.
3)-Green Tree Inn
3 star hotel,the price is RMB165 for double room and RMB139 for King size room without breakfast. 5 minutes walking to our office.(这个价格会有变动,写之前先在网上查下)
Could you please advise which hotel you like?
If you have any other requirements,please let us know.

 

3)安排妥当以后, 告知客户具体酒店地址、入住时间、房型、价格、电话。

Dear Sir,
Thanks for your reply.
We had booked the 2 rooms for you.Here please find the detailed information of the hotel as following:
1)- Name:
2)- Address:
3)- Check in time:
4)- Room Size:
5)- Price:
6)- Telephone:
Hope to meet you very soon!
We will pick you up at the airport and drive to the hotel.

4、准备接待资料

1)参观和谈判可能用到的物品:产品目录、计算器、笔记本、订书机,有针对性的报价单。记得要在客人来之前回顾一下以前的来往邮件,作好基本的准备;
2)公司大厅的欢迎客户来访之类的接待牌,让客人感觉其受到重视。我们提前告知工厂,工厂门口有牌子,可以提前写上去;
3)事先准备好接机牌, 可以打印一张A4纸写上客户名字,方便客户找到我们;
4)咖啡茶及一些小食品糖果的准备,提前告知财务采购;
5)客人小礼物的准备,可以是U盘或者有洛阳特色的东西;
6)下达接待通知到工厂,发邮件并且打电话提前告诉罗厂长,到访人数时间,大致安排;
7)了解对附近娱乐设施及购物休闲设施;
8)接待客户时需穿着得体,提前从财务预知招待客户的费用。

5、安排接机车辆

1)根据客户人数多少确定安排车辆, 是郜经理的轿车还是厂里的商务车;

2)客户到达当日,安排专人负责接机,原则是宜早不宜晚. 见到客户自我介绍,交换名片;

Excuse me, are you Liam from Ireland?
My name is May. I’m from Luoyang Jinfeng Office Furniture Company. Nice to meet you.
We have a car over there to take you. Did you have a nice trip?

 

3)首先要问下客户是否需要先到酒店放行李或者休息,其次问客户是先去工厂还是去洛阳办公室。

如果客户是早班机或者有些劳累,可在寒暄后,
告诉客户车程大概需要多长时间让客户休息下。

Shall we put the luggage in the hotel first or go to our factory or downtown office directly?
It will take about one hour from the airport to our factory and you may take a nap in the car.

 

4)路上可以主动介绍河南省、洛阳市情况。

洛阳位于河南省西部,不仅是中国古代首都之一,也是世界着名的历史名城之一。 城市有大量的历史遗迹。 其中最着名的是龙门石窟,世界文化遗产,中国四大石窟艺术之一,以及在中国建成的第一座佛教寺庙白马修道院。

俗话说,洛阳牡丹甲天下。洛阳牡丹之所以能闻名中外,是因为它们形大鲜美、仪态万方、色香俱全、冠绝群芳、国色天香,并且俱有很高的观赏价值。

还可以聊下对方对中国的了解程度, 他们的禁忌等等。

Luoyang is in the west of Henan Province not only one of China’s ancient capitals, but also one of the famous historical cities in the world. There are large numbers of historical sites in the city. Among the most notable are the Longmen Grottoes, a world Cultural Heritage site and one of China’s four major treasure of grotto art, and the Baima (White Horse) Monastery, the first Buddist shrine built in China.

The peony of Luoyang is the most beautiful under heaven, as the saying goes. Luoyang Peony is able to world-famous, because they form a large delicious, graceful, Aromatic taste, Guanjue masses, Exquisite Beauty, and all have high ornamental value.

Is this your first time to China?
Do you travel to China on business often?
What is the most interesting thing you have seen in China?

6、 参观洛阳办公室

1)引导客户在外面会议室坐下,先休息一会儿。并询问客户是喝茶,水,还是咖啡?告知客户wifi密码。到办公室之后,主动给客户说明下卫生间位置。

Would you like some drink? Tea, water or coffee?
Our wifi code is 63215281
Our bathroom is over there, if you need please go ahead.

 

2)提前准备好热水,茶叶,咖啡,及一些糖果;提前打开WIFI。

 

3)引导客户,看下我们办公室的样品,解答客户疑问。

These are our samples,please have a look.

7、参观工厂

8、商谈细节

参观完整个生产流程,再带客户回到办公室讨论价格或订单细节,最好小组里面有专人负责记录。

主要关于价格,订单,交货,签单,付款方式(这里列举几条,具体参照接待客户看厂的外贸口语大全)
1)We offer you our best prices, at which we have done a lot business with other customers. 报价
2)My offer is based on reasonable profit, rather than wild speculations.报价
3)I can assure you that our price is the most favorable. A trial will convince you of my words.拒绝还价
4)Can we each make some concession?彼此让步
5)Considering our good relationship and future business, we give a 3% discount.接受还价。
6)How many do you intend to order?询问数量
7)I want to tell you how much I appreciate your order.感谢下单
8)We’ll try our best. The earliest delivery we can make is in May, but I can assure you that we’ll do our best to advance the shipment.交货期上稳住客户
9) We ask for a 30 percent down payment,the balance 7 days before shipping.付款方式
10)We have reached an agreement on all the clauses discussed so far. It is time to sing the contract.签单

9、访厂结束工作

参观结束后,可准备一份小礼品送给客户,一般挑有中国特色的茶叶、丝绸、刺绣、工艺品等。可咨询客户是否可以拍照,包括人员合影、外商与我们公司的标志合影等,这些资料以后很用处。

1)What do you think of our factories? 询问客户对我们工厂印象如何
2)We have a small gift for you to take with you when you leave the factory. 送客户小礼物
3)Can we take photo together?请求合照

10、就餐

1、餐厅的选择:不一定豪华,但是一定要看起来干净;
2、菜式的选择:之前一定要问:有没有什么你是不吃的?老外的体质跟中国人有很大的不同。他们对很多东西都会过敏。比如鸡蛋,海鲜,贝壳有的人吃了就浑身痒,严重的呼吸困难。在点菜的时候要特别关照下点菜员。而且最好不要给他们点过辣的食物。因为他们实在是不耐中国的辣,吃点辣椒第二天就要拉肚子。(就算他在自己国家很能吃辣也不行);
3、根据客户的国籍, 宗教信仰准备饮食,像穆斯林不吃猪肉要注意,还有就是印度人,要是你听到他说他是个vegetarian(素食主义者)也别见怪,他们的宗教要求就是这样的。对于他们,那就要给他特殊点全素的食物;
4、吃饭的餐具:最好选择有刀叉的餐厅,因为让他们使用筷子他们会有点难堪;
5、礼仪:不要对服务生吆五喝六,不要主动给客户夹菜,不要频频接手机,不要发出太大的咀嚼声音;
6、进餐期间不妨与客户闲聊以拉近距离,建立感情。如果刚见面,可以问对方旅途感受、是否有时差困难、第几次来中国、都到过中国的哪些城市、对中国的印象如何、是否喜欢中国的食物、本国的天气如何、打算在中国待多长时间等。
如果比较熟了,则可以聊聊业余爱好、体育、电影、家庭等无伤大雅的话题。比较忌讳询问对方的年龄和收入,忌批评对方国家的政治,如果对方较胖,忌拿胖人不健康做话题,忌一个人滔滔不绝、不理对方感受,忌只会点头微笑,让客户一个人唱主角。

1)What kind of food do you prefer? 对什么食物感兴趣
2)Do you like Chinese food?喜欢中国菜吗 (详细看吃饭常用的词汇表,各种食物的名称)
3)What would you have for dinner? 想吃点什么
4)What would you like to order? 想点什么
5)What do you like to drink? 喝点什么
6)help youselves!随便吃
7)have a taste, it’s a speciality of this restaurant.尝下
8)Thanks for your coming with us for the dinner!谢谢陪我们用餐
9)How can it be so spicy? I am tearing up! The taste is too strong for me.太辣
10)Bottoms up!干杯
11)Here is the menu,sir.菜单
12) It’s very delicious.好吃
13)Do you like to have anything else?再吃点别的
14) Do you have any food taboo? Something you cannot eat? 禁忌

11、业余活动安排

如时间允许,也可根据客户的意见适当安排娱乐购物等活动,有些客户比较随意,可以安排一些中国特色的活动,比如喝茶、参观景点,如龙门石窟,白马寺,丽景门,也有客户会提出去购物,如电子产品、服装等,那我们就查下客户住的酒店附近有什么好的购物广场给客户推荐下。

1)Would you like to visit the nearby attractions in Luoyang? Such as Longmen Grottoes,White Horse Temple. (龙门石窟,白马寺介绍可以参照凤凤的写的博客)
2) Would you like to go shopping? I take you to visit.

12、送客户 (尽量亲自再把客户送到机场或车站)

1)从洛阳机场走的客户直接送到洛阳机场。

2)从郑州走的客户,量比较小或者是中国人建议从洛阳坐大巴到新郑机场。

3)从郑州走的,比较重要的客户直接送客户到新郑机场。

4)从高铁站,火车站走的,送到站。

1) Wish you a very pleasant journey home. Have a good journey!
2) Thank you very much for everything during your stay in China.
3) It is a pity you are leaving so soon.
4) I’m looking forward to seeing you again.
5) I’ll see you to the airport (train station) tomorrow morning.
6) Don’t forget to look me up if you are ever in Luoyang. Have a nice journey!

13、收尾

1)客户走后, 及时发邮件给客户, 一是问候, 二是将本次访问双方达成的共识, 或者会议记录, 备忘录发给客户, 敦促这个项目的执行;
2)另外将要的回复事宜列出并告之回复或跟办的日期。这样还有另外一个好处,若你有会谈中漏记的客人还可及时指出。

Dear ,
It’s very nice to meet with you and we sincerely thank you for your visit. Hope the visit will be the footstone to further our future business cooperation relationship.
During our meeting, we have achieved a lot of agreements. For your reference, here below please kindly check the meeting memorandum we summed up:
1.
2.
3.
4.
If you have any questions please feel free to let me know. We will try our best to help and expedite our cooperation.