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客人下了单,因为价格太高提出反悔,我该不该同意呢?
AB客
2019-12-12

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事情是这样的,有小伙伴求救:

This is the case form a friend:

她有一位合作多年的老客户,可以说,大家合作多年,大家互相都很了解了,小伙伴有一款产品今年提价后客户嫌价格高一直没下单,于是嘛,看在多年合作的份上,小伙伴把利润降到最低,可是客人还是觉得高。

She has a regular customer who has cooperated for many years. It can be said that everyone has been working together for many years. Everyone knows each other very well. She has a product that has raised the price this year. The customer has not been placed at this high price. So,based on the cooperation for many years, she reduced their profits to a minimum, but the guests still was not satisfied.

之后就一直没有再讨论这款产品了,至今已经有八个多月的时间了。前几天客人终于下了订单,订单上的价格也是之前报的最新的价格,还确认了交期。

They haven't discussed this product since over eight months ago. However, a few days ago, the customer finally placed the order. The price on the order was also the latest price quoted before, and the delivery date was confirmed.

可是第三天早上,小伙伴来上班又收到邮件说是终端客户不接受涨价要取消订单。

However, on the third morning, she received an email saying that the terminal customer did not accept the price increase to cancel the order.

她于是跑来问阿连,像这种情况她到底应该拒绝他们取消订单的要求还是看在合作多年的份上接受他们的要求呢?

She then ran to ask me. In this case, should she refuse their request to cancel the order or accept their request for many years of cooperation?

对于小伙伴来说,这款产品好不容易来了订单,取消掉觉得太可惜了,这个产品是给他们定做的。小伙伴很想以他们自己事先不确认好价格就下单为由拒绝客户取消订单的要求。

For her, this product was not easy to come to the order. It was a pity to cancel it, and this product was customized for them. she wanted to reject the customer's request to cancel the order on the grounds that they did not confirm the price in advance.

像这种情况下,阿连是建议:

Like this case, I suggest:

如果不取消:那你这款产品是卖出去了,订单也接到了。但是客户心理会很不舒服,他们会认为,及时取消订单,没有对你们造成什么损失,你们都不肯取消订单。7年的合作,支持力度也就如此。而且,在客户还没有付订金之前,他已经提出取消订单,难道你还有办法从他口袋里掏钱吗?这只会令大家撕破脸皮,得不偿失!

If you don't cancel: Then your product is sold, and the order is received. However, the customer will be very uncomfortable. They will think that if the order is cancelled in time, there will be no loss to you, but you didn’t. what about the seven years of cooperation and support? Moreover, before the customer had paid the deposit, he had already proposed to cancel the order. Do you still have a way to ask money from his pocket? This will only make everyone tear the face, not worth the candle!

如果取消订单:可以告诉客户,你们已经开始着手准备这个订单了,物料采购订单也已经下。虽然你们临时取消订单会对我们造成一定的损失,包括人力物力,但是7年的合作,我们愿意为他们承担,并且尽力配合客户的需求。但是希望客户下次不要再出现这样的问题。

If you cancel the order: you can tell the customer that you have already started preparing the order and the material purchase order has been placed. Although your temporary cancellation of orders will cause us some losses, including manpower and material resources, but for 7 years of cooperation, we are willing to take responsibility for them and try our best to meet the needs of customers. But I hope that such problems will not happen next time.

阿连认为取消订单反而会有利于你们之间的发展。如果客户一直认为产品价格太高,那是不是侧面反映出,你们这款产品一直没有卖出去是有问题的。要开发这个产品的订单,我认为还是从这个客户的反应上面反省总结一下比抓住这个订单更有价值。

I believed that canceling the order will be beneficial to your development. If the customer always thinks that the price of the product is too high, then it is reflected in the side that your product has not been sold and there is a problem. To develop an order for this product, I think it is more valuable to reflect on this customer's response than to grab the order.


来源:福步,外贸连负责翻译整理。


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