外贸铁手腕：如何让新客成为老客，获得更多订单？ How to get old clients and more orders?
你花钱上B2B平台、花钱参加展会，你制定营销计划，你做广告宣传你的产品和你的企业，都是为了寻求更多机会，推动更多客户走向你的大门，下更多的订单。然而，在完成首次合作之后，接下来还有更重要的任务，那就是弄清楚如何让他们一次又一次地返回我们这里持续下单,下更多订单。
You spend money on B2B platforms, you pay to attend exhibitions, you formulate marketing plans, you promote your products and your company with ads, all you do above is to seek more opportunities to get more clients and more orders.
However, there's still one important task waiting for your completion after the first order is finished. Namely, you must get it clear how to get your clients back and back again with more orders.
在实际业务操作中，你还可以根据客户往常的采购频率预测客户下一次的采购时间和采购量。如果到时候没有接到订单，那你就真该好好想想，是不是产品质量、业务谈判或跟进出了问题，导致客户不愿意再次续单，转手把订单下给了别人。
In actual business operations, you can also predict the clients' next purchase time and purchase volume based on their past procurement situations.
Whereas, if you do not get their orders at the predicted time, you may have to think it over that whether there's something wrong with your product quality or negotiation or follow-ups, which takes the orders away from your hands and puts them into others' pockets.
by Mike外贸说
确保定期检查你的电子邮件和社交网站，观察是否有客户与你主动沟通，做到及时、有效的回复。
Make sure you check your emails and social networking sites regularly, and see if there are any news from your clients so as to make a response to them timely and effectively.
一些业务员从来不仔细看客户写的东西，报价单一发就认为万事大吉了，根本对于客户的问题不管不顾，这样能拿到订单那真是出奇迹了。
Some salesmen never read the clients' words carefully, and once they send out the quotation sheet, they think that everything has been ok. They don't care about the questions from the clients, so that will be a miracle if the orders come to them.
还有一些人表面回复了客户的问题，实则什么也没说，比如客户说你的价格比别人高，这个人就轻描淡写的说，我们质量好，我们服务好，我们售后好，但是从来不具体化，然后就没有然后了，像这样的跟进，Mike统称为垃圾、废话，根本不是谈判！
There are still some people who make replies to the clients, but it's equivalent to nonsense words.
For instance, they say their quality or after-sales service is good, but never get it detailed.
Then all things go wrong. I call such replies as nonsense words. This is not Negotiation.
很多人丢失订单就是因为没有及时对客户的问题作出针对性的有效的答复，导致客户对该业务员或该公司极为不满意，把订单甩给了别人。
Many salesmen lose the orders for not providing their clients with timely and effective replies. The clients give the orders to others for not being satisfied by you.
价值并非价格，不是说你把价格降到最低，订单、客户就是你的了（给我最低价，立刻下单），也并非增加价值就是给更低的价格。可靠的质量，和妥善的售后服务都可以为自己的业务增值, 对所有企业来说都是优势，任何一项，做得好了，都会成为加分项，增加客户对企业的信任度和忠诚度。
Value is not price. You cannot get the orders from your clients by just providing them with the lowest price. Adding value is not decreasing the price. Guaranteed quality and awesome after-sales service can all add value to your performance, which are also great advantages for each enterprise.
It'll absolutely add the clients' trust and loyalty to a company, whichever service is done well.
很多企业为了多赚钱，轻松赚钱，根本不在乎质控和售后，导致业务越做越少，最后只能走向倒闭。
Many companies go bankrupt for lacking orders coming in， coz they just focus on money, they don't even care about the quality control and after-sales service.
无论如何保持联系，电话，电子邮件，Skype，WhatsApp， 还是其他方式，都要注意与客户进行定期沟通，都要让你的客户知道你对与他们的合作很关注，很在乎。
Whichever way mentioned above you choose to keep in touch with your clients, you must keep regular communication with them, letting them know that you much care about them and the cooperaiton between you two.
业务关系就像任何其他关系一样，需要努力维护，才能长久。当然，没有必要把一切都联系到业务上，可以聊聊他们感兴趣的东西，比如孩子，比如钓鱼，比如运动，比如游戏，比如。。。。（在客户玩的一些社交网站上可以摸索到客户的日常痕迹，比如Facebook，领英）
Business relationships, like any other relationships, need to be maintained so it can last longer.
But, of course, you don't need to discuss the business with your clients all the time.
You can find more topics interesting to them like kids，fishing, sports, games, etc., from the social networking sites they are in, Facebook, LinkedIn, for example.
当然，也不能一直闲聊，要懂得适时联系一下业务，这就需要你的高“情商”来实现话题的完美转换了。
Of course, do not waste all your time all the nonsense, go find the best time to bring your topic back to the business, on which your “EQ”may be needed.
很多人不重视客户的问题，认为只要随便找个理由能够敷衍过去，客户下了订单，那就ok了，其实这样的思维是极为危险的，因为一旦后期出现任何问题，导致客户不爽，你觉得客户会让你爽么？这无异于给自己埋雷，搬起石头砸自己的脚。
A lot of people don't pay attention to their clients' problems and think it nothing but a small matter, which can be fudged with any excuses. It'll be all ok as long as the orders are confirmed. In fact, such thinking is extremely dangerous.
Because once any problems come in in the later stage, will you and the clients still feel cool? This is no different from shooting yourself in the foot.
维护客户与朋友之间的关系维系是不一样的，在大多数时候，客户除了要感受到你的歉意外，还需要你给出合理可执行的方案来弥补你的错误。有些人只知道立即回复道歉，却从来不提出解决问题的solutions。任何一个没有得到妥善处理的问题，都有可能成为客户的心病，成为客户在将来抛弃你,去找别人的原因。
Business is no like the relationships between friends. In most ccases, you must provide your clients with not only an apology but also reasonable and practical solutions over your mistakes.
Some just make apologies and never provide solutions. Any problems without proper treatment will be the reason your clients go for others.
重视客户的每一个问题，是你在客户维系工作中必须遵守的不二法则。
Pay attention to each problem from your clients. This is a must in the maintenance of customer relationship.
作为一个好的倾听者，比成为一个好的说话者更为重要。
Being a good listener is more important than being a good speaker.
在之前的很多分享中，Mike都提过类似的观点，你能够从客户的言辞中找到客户的关注点，这才有助于拿下订单、或扩大订单，才有助于长久稳定地与客户合作。
I've mentioned this many times in past articles that by listening to your clients, you can find the things they mainly focus on, which will be of great help to your getting or enlarging the orders and keep yourself in good relationship with them for long-term and stable cooperation.
如果你只是在自顾自说，从来不注意倾听客户的想法，那么你并不是一名合格的销售，很可能会因为错失太多有价值的信息而丢单，甚至丢客户。
If you just keep talking without listening to the clients' ideas, you are not a qualified salesman. And you're likely to lose orders or even customers by missing out on too much valuable information.
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