1、电话开头寒暄
1、Good morning.How are you today?(和客户常规问候)
2·Hi xxx, how's going?(常规问候)
3·Great to hear! l'm doing very well, thankyou for asking.(回复客户问候)
4、All good ,hope you too.(回复客户问候)5、How can I help you today?(询问来意)6﹑Maylask who is calling?(询问来者何人)7、Maylask who is speaking there?(询问来者何人)
2、电话确认细节
8Can you please verify your zip codeplease?(和客户核实邮编)
9 、ls this one still your current billingaddress?(和客户核实地址)
10·How would you like to pay for theorder? We accept PayPal, western union orall major credit cards.(和客户确认付款方式)
3、电话跟进订单
11·l'm reaching out about the email l senton Thursday, did you get a chance to
review?(跟进邮件反馈)
12· l was calling to follow up on theproposall sent.(跟进方案反馈)
13 ·l sent you the proforma invoice
yesterday. Did you get a chance to read it?(跟进合同进展)
14·Design mock-up has been sent by email.Wanted to check if you got it.(核实是否收到邮件)
15· ls there any progress on the project? Weneed your feedback on our last discussion tomove forward further.(跟进项目进展)
16·l'd like to check if all is clear for thequotation l sent you last week.(询问报价是否有疑问)
17·lam calling to check if you have anyquestions for the manual?(询问对指南是否有疑问)
4、电话跟进样板反馈
18、 l am calling to check if you have got theparcel?(跟进样板动向)
19· we checked and got to know that you got thesample last week. May I have your feedback
please?(跟进样板反馈)
20 ·l am calling to ask about your feedback on thesample wesent(跟进样板进展)
21、Any improvement or changes need to be
made based on the current sample?(跟进样板质量)22·ls the sample quality fine (跟进样板质量)
23· l am calling to check when you can confirmthe samples, so we can stat with productionimmediately.(询问样板进展)
5、电话售后常规询问
24· l hope the parcel is still in good condition.(询问货物状况)
25· l am calling to check if you are able to clearthe goods.(询问货物清关情况)
26·How is the launch? Do you need any furthertechnical support fromus?(询问是否需要技术支持)
06、电话回应客户投诉
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.(电话安抚客户并告知会出处理方案)
29·l'm really sorry that you weren't happy withyour goods. l willget back to you once we have asolution.(安抚客户并告知会出解决方)
30 ~l'm going to email them to you right now.(告知处理进展)
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.(货物延迟，口头安抚客户)
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.(口头安抚客户，告知会邮件更新处理进展)
33 ·l completely understand the frustrationyou're feeling.l feelthe same way.Can l ask you afew questions so we can get thisresolved?(安抚客户，了解细节)
34、Please bear with us till tomorrow. We arelooking into theissue and will update the solutionby email.(表示目前正在调查中，并告知出解决方案的时间)
7、电话催客户付款
35·l am calling to check if you are able to sendbalance payment this week? ETA date is
approaching.(电话告知客户货快到港，催尾款)36 · l'm calling on behalf of company you owemoney to. Could you please give me an update onthe payment status?(电话询问欠款进展)
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?(电话催款遇到客户已经付的情况)
38 ·Our accountant has s:nt you the updatedstatement last Friday. i'd like to check if you cansettle it within this week(提醒财务已经更新账单，请安排欠款)
8、电话回复客户催货
39· l will need to check with production
department and get back to you in half an hour.(回复客户催货，需要和生产部确认)
40 · Your goods are still under production and itshall be ready next week .l will inform you byemail as soon as they are ready.(电话回复客户催货，告知货好会邮件通知)
9、电话与客户约会议时间
41·When's a good time for us to have an onlinemeeting?(电话询问客户会议时间)
42·How does this week work, or is next weekmore convenient?(与客户电话商量会议时间)
43 、What is the best way to get on your calendar?(电话询问客户合适的会议时间)
44 、what is your availability for meeting over thenext few days?(询问客户接下来几天方便会议时间)
45·Perfect,I'l send you a calendar invite to
confirm.(当客户电话中确认会议时间,回应邮件会更新会议邀请)
10、电话客户，非本人接
46 ·Canlleave a message for him/her?(电话客户,非本人接电话)
47 、could you tell him/her that l called，please?(电话客户，非本人接，告知对方你来电过)
48·Could you ask him/her to call me back,please?(电话非本人接，告知对方让客户回电)49·Okaythanks.I'll call back later.(会再来电)
11、和客户电话时信号不好
50 ·lt seems the network is not good now. l will
send you an email for your required details.(电话信号不好，改发邮件)
51·l'm sorry, we have a bad connection. Couldyou give me your phone number and ll call youright back?(通讯软件信号不好，改打电)
52-l think we have a bad connection.could youspeak a little louder please?(电话信号不好，让客户声音大一点)
53·l'm sorry, could you repeat that?(听不清，让客户重复)
12、电话结束语
54·Thanks for that, we really appreciate it. I'llmake a note bye mail for our discussion then.
Have a nice day.(结束通话前告知客户会发邮件书面总结)
55 ·Thank you for your call. Do you have anyother questions or concerns?(询问客户有无其他问题
56·Thank you for your call. Enjoy your evening.(常规电话结束语)
57、Than you for your time. Have a nice day.(常规电话结束语)
