【編者按】：做速賣通沒有大客戶？許多賣家常常會(huì)想為什么找不到一個(gè)大客戶，其實(shí)這種天上掉餡餅的事情并沒有那么容易，關(guān)鍵需要靠賣家長時(shí)間的摸索和積累，通過不斷培養(yǎng)客戶的習(xí)慣，終將會(huì)擁有一個(gè)大客戶。具體的請跟雨果網(wǎng)小編來看看速賣通大學(xué)講師羅賓系列課程《如何抓住國外“超級買手”》是怎么講的吧。

如何做到精準(zhǔn)客戶營銷，抓住國外“超級買手”，本次課程將從以下幾方面講解：

一、精準(zhǔn)客戶營銷

首先來看一組圖解：

羅老師說這個(gè)客戶是從2012年開始跟蹤的一個(gè)大客戶，從客單價(jià)200美金到現(xiàn)在的6000美金。

其實(shí)這個(gè)客戶就屬于“超級買家”，金額較大，穩(wěn)定頻繁，服務(wù)方便。其實(shí)培養(yǎng)一個(gè)大客戶就是以下這樣的一個(gè)流程，不斷跟蹤跟進(jìn)。

1.識(shí)別

速賣通有一個(gè)VIP Club的等級區(qū)分：

通過查看到黃金會(huì)員的購買記錄，可以發(fā)現(xiàn)這個(gè)買家是否符合大客戶的標(biāo)準(zhǔn)

你要做到的就是“不擇手段”的獲取客戶有價(jià)值的信息，從自己的營銷中心發(fā)現(xiàn)：購買頻率高、金額大、給好評、利潤高、服務(wù)簡單、發(fā)展前景大的記錄下來。

2.開發(fā)

開發(fā)自己、別人、潛在、已有的客戶

自己的客戶剛才上文說過，通過到營銷中心的歷史客戶統(tǒng)計(jì)與營銷中尋找。

盤點(diǎn)：購買次數(shù)3次以上，采購金額超過50美金的客戶購買記錄統(tǒng)計(jì)起來

別人的客戶：比如在我們店鋪買過A產(chǎn)品的客戶到別人店鋪買了B產(chǎn)品，可以考慮自己能不能做B產(chǎn)品。

潛在的客戶：針對來過我們店鋪詢盤的客戶，在站內(nèi)信用戶對話中查看，參考以下回復(fù)方式，簡單明了，不說廢話。再找到他的采購記錄，分析出他是自用還是分銷

3.銷售

銷售現(xiàn)有的、客戶想買的、銷售客戶在別人處買的

客戶想買的：創(chuàng)建一個(gè)新鏈接，價(jià)格稍微低一些，推銷給客戶

4.服務(wù)

請把現(xiàn)有自己的貨用心發(fā)出去。一個(gè)大客戶價(jià)值比你上傳幾百上千個(gè)產(chǎn)品來的效果。提供準(zhǔn)確的報(bào)價(jià)和發(fā)票，包裹尺寸，以及郵件保持和客戶溝通，還可以發(fā)點(diǎn)樣品和感謝信。

發(fā)貨時(shí)記住重量和包裝size、采購和運(yùn)費(fèi)成本、發(fā)貨途中的報(bào)價(jià)、記住追蹤記錄。

5.維護(hù)

分析客戶采購記錄、客戶網(wǎng)站、客戶對我們的產(chǎn)品意見、注意時(shí)刻與客戶保持聯(lián)系。

客戶信息用記事本記錄，按照行業(yè)類別整理，用心搜集。

二、提高效率

做好每天日程安排，對自己誠實(shí)，是否完成心中有數(shù)。

效率提升要靠自我稽核

抄送同事，呈報(bào)主管，主管稽核。

最后是羅賓老師的福利：糾紛處理郵件模板

一、因貨物推遲

1.物流信息無法查詢

A. Dear friend,

Thanks for your order and sorry to make you trouble.

Your package was delivered via China Post Ordinary Small Packet Plus / Posti Finland Economy .

it just can be tracked during in China.I mean it has no tracking information when it arrives your country.

But please do not worry about it .You will receive the package normally.

Hope you cancel the dispute.I will always focus on your order

Please feel free to contact me if you have any problem.

Thanks for your kindly understand.

B.Hi friend

I am so sorry for the delay.

Please don’t worry.I always here.

1.I have extend the delivery date to 10 days,your money is safe.

2.I will push the agent of CHINAPOST, so your package is safe!

I think your parcel arrive soon.Hope you wait for a few days.

Hope you cancel the dispute,it’s really harmful to me.

Thanks for your kindly understand.

Have a nice day

C. Hi Friend

So sorry for the delay.

Hope you be patient to wait for 5-7 days

If still not arrive,I will try my best to solve it.

Hope you understand me and cancel the dispute.

Thank you so much

D,Hi friend

I am really sorry for the delay

But the transportation is really out of my control.

Hope you wait for a few days.it will arrive soon

If you don’t receive the parcel finally,I will refund to you.

Hope get your understanding.

2.查詢到正在運(yùn)輸途中

A.Hi friend

I am so sorry for the delay.

I have checked the tracking number.

It shows your parcel is transporting normally.

It will arrive soon,hope you wait for a few days.

Hope you cancel the dispute.It is really harmful to me.

Hope get your understanding.Thank you so much.

Best regards.

B. Hi friend

The parcel is transporting normally.

It will arrive soon.hope you be patient.

Could you cancel the dispute?it’s so harmful to me.

I will always focus on your order.any problem,contact me any time

Hope get your understanding

Thank you so much.

C. Hi friend

I am so so sorry for the delay.

Hope you wait for 5-7days.

If still not arrive,I will try my best to solve it.

Hope you cancel the dispute,it’s so so harmful to me

Thanks for your kindly understanding

3.查詢等待簽收。

A.Hi friend

I am so sorry for the delay.

I have checked the tracking number.

It shows your parcel is ready to pick up

Hope you contact your local post office quickly.

Hope you cancel the dispute.it is so harmful to me

Thank you for your understanding

have a nice day

B.Hi friend

Your parcel is ready to pick up

Hope you contact your local post office quickly.

Could you cancel the dispute ?t is so harmful to me

Hope you got my message

Thank you

C. Hi friend

Hope you got my message and got your parcel

Hope you cancel the dispute..........

It’s so so harmful to me.

Waiting for your reply.

二、因貨物損壞

1.產(chǎn)品本身質(zhì)量有問題

A. Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

It may my colleague make mistake in checking quality.

We will take more attention to quality.

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

B. Hi friend

So so sorry for the problem.

We will full refund to you.

Hope you give a favor to leave me 5 stars and positive feedback

It’s really important to me.Hope get your understanding.

Waiting for your reply

2.因運(yùn)輸損壞，或包裝

A.Hi friend

I am so sorry for the problem.

Our products are in high quality and experience three checking.

But the goods in transportation is really out of control.

We will take more attention to transportation and package

If you agree,we refund you$ as compensation.

Hope you cancel the dispute,it’s so harmful to my store.

Thanks for your kindly understanding.

Have a nice day

B. Hi friend

So so sorry for the problem.

If you agree,we refund you$ as compensation.

The goods in transportation is really really out of my control.

Hope you understand me and cancel the dispute.

Thank you so much for your kind understanding.

Have a nice day

貨物損壞接受糾紛退款

I am so sorry to make you trouble.

I will agree your dispute and give you money back.

Maybe you will receive the item in the near future .

I hope you can give me a favor for leaving me 5 stars of the feedback,it is very important to me. We want to give you the best products and customer service.

Please kindly understand the post is out of our control.

Thank you very much in advance.

Best regards.

糾紛退款后催評：

Dear friend,

Thanks for your order a few days ago.we are sorry to make you trouble.we give you a refund,and we hope that you can leave us positive feedback and 5 stars.It is important to us.we will great appreciate your kindness.Thank you so much.

5 stars will have 5% discount in the future!

thank you for cooperation!

Best regards,

收貨期快到了，客戶提糾紛：

Dear friend,

So sorry to make you trouble.Please do not worry about the protection.I will try my best to solve it .I have extended the delivery time and your money is safe. Hope you cancel the dispute.It is really important but so harmful to me.Hope get your understanding.Thank you so much.

Best regards.

物品破碎后同意退款，請客戶留好評，等客戶回復(fù)后再退款

Hi dear,Thanks for your cooperation.We will agree to refund.Our products are in good quality.It damaged in transporting is really out of our control.we will take more attention to transportation.Hope you give me a favor for leaving me 5 stars and positive feedback.Thank you so much.Hope get your understanding. my friend.Hope we have next chance to provide you best products and service.

Have a nice day

（整理/雨果網(wǎng) 李宇航）