一、客户不回复的原因

1、对样品不满意

品质问题：可能样品的质量没有达到客户预期，比如材质、做工等方面存在瑕疵，不符合他们对产品的质量标准，导致客户不想继续沟通。

功能不符：若产品有特定功能，但样品在测试中未能展现出应有的功能效果，或者功能与客户需求有偏差，他们就会失去兴趣。

2、忙于其他事务

内部流程耽搁：客户公司内部可能有复杂的决策流程、审批手续等，相关人员还没来得及处理样品评估及后续回复事宜。例如，需要多个部门协同对样品进行检测、核算成本等，这一过程耗时较长。

业务繁忙：客户自身的日常业务工作繁多，暂时把样品这件事搁置了，还没顾得上查看或回复，尤其是在业务旺季时这种情况更易出现。

3、价格因素考虑

超出预算：尽管样品本身各方面表现尚可，但客户经过核算，发现产品价格超出了他们原本设定的采购预算，觉得不符合成本效益原则，所以选择沉默不回复。

等待更优报价：客户可能在同时向多家供应商索要样品，正在对比不同供应商的价格，想等收集完所有报价后再做决定，在此期间暂不回复你这边。

4、物流运输问题

样品损坏：在运输过程中，样品可能出现了损坏、变形等情况，影响了客户的正常查看和评估，导致他们无法给出准确反馈。

延迟到货：物流延迟致使样品未能按时到达客户手中，打乱了客户的计划和安排，使得他们还没开始对样品进行处理，也就没办法回复你。

5、沟通渠道问题

邮件进了垃圾箱：有时候，你发送的跟进邮件可能被客户邮箱的垃圾邮件过滤系统误判为垃圾邮件，导致客户根本没看到你的消息。

联系方式变更：客户可能更换了常用的邮箱、即时通讯工具等联系方式，而你还在通过旧的渠道联系，自然无法得到回应。

二、继续跟进的理由 / 借口 / 说辞

1、关心样品使用体验

表达对客户使用样品过程的关心，询问是否在操作、测试等方面遇到什么问题，以便提供相应的帮助和指导，体现出良好的售后服务态度。

话术：

“Dear [Customer's Name],
I hope this email finds you well. It's been a while since we sent you the samples. I'm just checking in to see if you've had a chance to test them out. I'm really concerned about whether you encountered any difficulties during the operation or testing process. If there's anything we can assist with, please don't hesitate to let us know. We're always here to support you.
Looking forward to your feedback.
Best regards,
[Your Name]”

2、提供额外资料或服务

告知客户你这边有关于产品的新资料，比如更详细的产品说明书、使用指南、检测报告等，可以帮助他们更好地了解产品，或者表示可以提供一些额外的服务，如免费的样品试用培训等。

话术：

"Dear [Customer's Name],
I'm writing to you to let you know that we've recently prepared some additional materials for our products, including a more detailed user manual and test reports, which can help you have a deeper understanding of the samples we sent you before. Besides, if you need any training on how to use the samples properly, we can also provide it for free.
I'm wondering if you've already evaluated the samples and what's your opinion? Your feedback is highly appreciated.
Thank you and have a great day!
Yours sincerely,
[Your Name]"

3、产品更新或优惠活动告知

说明产品有了新的改进或升级版本，性能、质量等方面都有提升，建议客户了解一下；或者告知客户公司正在进行优惠活动，如折扣、满减、赠品等，吸引客户重新关注产品。

话术：

”Dear [Customer's Name],
I'm excited to share some good news with you. Our product has been updated recently, with improved performance and better quality in several aspects. I believe it will meet your requirements even more effectively. Moreover, our company is currently running a promotional campaign, offering a [X]% discount for bulk orders. I think it's a great opportunity for you.
I'm really looking forward to hearing your thoughts on the samples we sent before and discussing the possibility of further cooperation.
Best wishes,
[Your Name]“

4、跟进物流情况反馈（若有物流问题）

如果之前了解到物流方面出现了状况，向客户说明你一直在关注物流后续进展，目前已经妥善解决，确保客户能正常收到并使用样品，同时询问对样品的看法。

话术：

“Dear [Customer's Name],
I'm sorry for the inconvenience caused by the logistics issues before. I've been closely following up on the situation, and I'm glad to tell you that everything has been sorted out now. The samples should have reached you in good condition.
I hope you can start evaluating them as soon as possible. I'm eager to know your comments on the samples. If you have any questions, please feel free to contact me.
Thank you for your patience and understanding.
Sincerely,
[Your Name]”

5、行业动态分享

分享一些与产品相关的行业最新资讯、市场趋势等内容，让客户觉得你不仅关注产品销售，还对整个行业有深入了解，增加与客户交流的价值。

话术：

“Dear [Customer's Name],
I thought you might be interested in the latest industry trends related to our products. Recently, [mention the specific industry news or trend, e.g., there's a growing demand for eco-friendly materials in our product line, and our company is actively responding to it]. I believe these changes will have an impact on our future cooperation.
By the way, I'm still waiting for your feedback on the samples we sent you. Your insights are always valuable to us.
Hope to hear from you soon.
Best regards,
[Your Name]”

三、继续跟进技巧及节奏

1、礼貌耐心地持续跟进：在样品寄出后的 1-2 周，发送第一封跟进邮件，确认样品是否收到，并表达对客户反馈的期待。

话术：“Dear [客户名], I hope this email finds you well. I wanted to follow up regarding the samples we sent to you. Have you received them? We would greatly appreciate any feedback you could provide on the products. Your thoughts are very important to us, and we are looking forward to hearing from you soon. Best regards, [你的名字]”。

2、提供有价值的额外信息：若客户未回应，可通过邮件提供产品的附加功能、使用案例、相关客户评价或行业动态等，再次吸引客户兴趣。

话术：“Dear [客户名], I just wanted to provide you with a bit more information about our products to help you assess them. Here are some key features and benefits that our customers have found especially helpful: [具体的特点和优势列举]. We believe these aspects could greatly benefit your business, and we would love to hear your thoughts. Looking forward to your feedback. Best regards, [你的名字]”。

3、发送最后一次的温和提醒：如果前两次跟进后仍无回应，可发送一封较为温和的 “最后一次提醒” 邮件，询问客户是否仍有兴趣合作，并表示愿意提供帮助。

话术：“Dear [客户名], I hope you are doing well. I just wanted to send a final follow-up regarding the samples we sent. We understand that things can get busy, but we would greatly appreciate any feedback you could share with us. If there are any questions or concerns about the products, please feel free to let us know – we are here to help! If you're no longer interested, please do let us know as well, so we can plan accordingly. Best regards, [你的名字]”。

4、通过电话或其他沟通方式联系客户：如果邮件跟进无效，可以考虑打电话、进行视频会议或使用即时通讯工具等与客户沟通。AB客全球电话，低至0.12元/分钟！

话术：“Hello, [客户名], this is [你的名字] from [公司名]. I wanted to quickly check in regarding the samples we sent. I haven’t heard back from you, and I wanted to ensure that everything is in order and if you have any feedback or questions about the products. Would you like to discuss further or need additional information? I’m happy to help!”。

5、利用节假日或特殊事件跟进：在节假日或公司有特殊活动时，借机向客户发送问候和询问邮件，营造轻松的氛围，增加客户回复的可能性。

话术：“Dear [客户名], Happy [具体节日]! I hope you have a great time. I just wanted to take this opportunity to follow up on the samples we sent you earlier. Have you had a chance to test them? If you have any feedback or questions, please feel free to let me know. Looking forward to your reply. Best regards, [你的名字]”

6、提出解决方案或优惠政策：如果怀疑客户对产品或合作存在疑虑，可以主动提出解决方案，或给予一定的优惠政策，如折扣、免费样品、延长质保期等，刺激客户回复。

话术：“Dear [客户名], We understand that you may have some concerns about our products or the cooperation. To show our sincerity, we are willing to offer you a [具体优惠内容], hoping that it can help you make a decision. If you have any other requirements or suggestions, please don't hesitate to tell us. We are looking forward to working with you. Best regards, [你的名字]”

综上，在实际跟进过程中，要注意跟进的时间间隔不要太频繁，避免给客户造成骚扰，同时保持礼貌、专业且真诚的态度，记住要根据客户的具体反应灵活调整沟通策略及话术哦。

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