料神Sam:偶爾也要“使陰招”對付理虧的客人

【編者按】：外貿(mào)業(yè)務(wù)中的各種糾紛中，有一類是你無法避免的，就是來自客戶的刁難。你永遠(yuǎn)不知道這一秒還跟你談笑風(fēng)生的客戶，下一秒會出什么損招坑你。一般面對出爾反爾的客戶，許多業(yè)務(wù)員都會慌了手腳，一開始就拿出種種證據(jù)據(jù)理力爭，但在多數(shù)情況下，我們是處于被動位置的，整個局面的掌控并不在我們手里。想要打贏這場仗，還得先將主動權(quán)從客戶的手中轉(zhuǎn)移過來。如何做到呢？看看料神Sam的新招吧。

原文分享如下：

2011年，老板轉(zhuǎn)了一封英國客戶的郵件給我，這個客戶之前下過一個一次性PVC手套的訂單。

于是我就開始跟進(jìn)這個客戶，剛開始一切都很正常，跟進(jìn)了半個月，客戶說有個訂單計劃。一邊價格談判一邊寄樣確認(rèn)。客戶要了三個尺碼的手套，數(shù)量合計一個小柜。

最后一次談判，客戶要求的目標(biāo)價是：

M碼 14.5美元

L碼 15.5美元

XL碼 16.5美元

但是這樣的價格對我們來說利潤太低，因此我沒有答應(yīng)客戶，報了個 rock bottom price.

M碼 15.2美元

L碼 16.2美元

XL碼 17.2美元

之后客戶沒說什么，就開始和我確認(rèn)印刷包裝。很快，包裝資料確認(rèn)完畢之后，我順勢做了個PI讓客戶確認(rèn)，付款方式T/T 30% before production, the balance pay against B/L copy within 7 working days. 總貨值23000美元。

客戶收到PI后說三天內(nèi)付款。三四天后，我們收到了客戶的銀行付款水單，按照30%的訂金付了6900美元。又過了兩天，定金到賬。于是開始安排生產(chǎn)，貨好之后安排發(fā)貨、訂艙和發(fā)裝船通知。

收到B/L后，發(fā)了Copy件給客戶通知客戶付尾款。

這時候客戶回復(fù)了一封很無理的郵件，說自己并沒有確認(rèn)之前我最后報的最終價格：M $15.2, L $16.2, XL $17.2 。他說一直認(rèn)為價格是他要求的價格。M 14.5，L 15.5，XL 16.5。

看完這封郵件我很無語，因為以前碰到的無理客戶也不少，但是這樣睜眼說瞎話的真是第一次見。PI上明明白白有價格難道看不見？如果沒有確認(rèn)價格，為什么會按照PI的總金額付出正好30%的定金額呢？

于是，跟老板商量了一下，對這樣惡意耍賴的客戶，先說理。以下是郵件原文：

Hello Foss,

We are very confused about your last mail.

As you know, we quoted our final price by email on Jun 24th, 2011. Here enclose this email for reference.

Then we confirmed all other details of order. PI was confirmed and payment was fulfilled accordingly.

The amount was exact the 30% deposit payment 6900 USD based on PI.

Now why you are going to deny the prices? Is there any misunderstanding or financial mistake?

Please kindly recheck it. Await your comments.

接著客戶回復(fù)，

No, that's bullshit! The price we agreed was not like those listed on PI. You Chinese guys are playing game!

Rosa didn't find the problem! I should have checked PI in person then I would find the trap.

Look, be wise! I'm ready to pay the balance, but obviously you guys want to rob me..

我一看，這客戶還教訓(xùn)起人來了。她有個助手是Rosa，有時候幫他回復(fù)郵件的?；蛟S是客戶沒有親自看PI，他的助手Rosa看到我發(fā)了PI了，就發(fā)給他們財務(wù)了。但是PI是經(jīng)過確認(rèn)的，而且回復(fù)的郵件是客戶本人的簽名。Rosa沒必要給我回郵件用Foss的簽名，這不符合商業(yè)習(xí)慣。

我和老板商量了一下，決定不要跟客戶硬碰硬，畢竟還有70%的貨款沒有收回，一切以收貨款為重。

我們考慮了一下，按照客戶的那個目標(biāo)價來算，總金額和實際出貨的總金額其實只相差1600美元。因此，如果答應(yīng)按照客戶的目標(biāo)價，我們修改商業(yè)發(fā)票，那么就少收1600美元，相當(dāng)于這單沒賺。但是如果直接就這么答應(yīng)他，一來我們受不了這個憋屈，二來顯得是我們理虧的，三來就平白無故便宜了這個客戶。

最終還是決定等收回貨款之后找機(jī)會教育一頓這個無理客戶。于是，我寫信回復(fù)，姑且先順著他的意思：

We believe it's a misunderstanding during the price negotiation.

Anyway, let's move on. Based on the target prices you mentioned, the tatal amount is 21400 USD.

the rest amount is:

21400 - 6900(you have paid as deposit) = 14500 USD.

Please transfer this amount asap. We will send you all shipping documents once we get the balance.

客戶收到郵件后第二天很快回復(fù)，換了個嘴臉：

It's very good to hear that. The balance was transferred.

Enclose the swift copy.

之后沒兩天，14500美元到賬了。到這個時候，我心里不急了。現(xiàn)在地位反轉(zhuǎn)，看怎么治你。

之后我給客戶回復(fù)：

Hi Foss,

Yesterday we received your payment, thanks.

This morning I went to our financial dept. to get the B/L, but our financial manager said according to our financial records, we have not received full amount payment of contract. There is still 1600.00 USD balance need to be collected.

I tried my best to explain the matter, but they said it's special matter and they didn't agree to give me B/L without our CFO's approval.

Meanwhile, they said we've made customs declearation with the amount based on our PI#XXX2011001, if the amount was not the same with the date we reported to customs, that will bring up a lot of troubles, not only financial problem but also repuation level at customs.

I plan to discuss this matter with our CFO tomorrow when he back to office. We will do our best to slove the problem smoothly.

客戶一看，頓時急了：

Please talk to you CFO. Who is the CFO and managing director? Our employee in Shenzhen needs to know . He will be contacting you shortly

哎呀，這是來威脅嗎？什么證據(jù)都有，你想找什么中國人來嚇唬人？黃飛鴻？那是佛山人士。

無視這封郵件，第二天我回復(fù):

Hello Foss,

I've talked with our CFO and reported the matter, also I shared your comments,

but our CFO said he could not understand why we do not follow the amount of confirmed PI.

He said the situation was complicated.

Firstly, our financial date has been recorded into our managing system and is quite difficult to modify. If modify, he need to write report to our operation director and general manager, if passed, the report will be wait our president's approval. Our president also need to ask other two shareholders' idea then give final answer. That will cost a long time.

What's more, the problem that we've made customs declearation with the amount based on our PI BBO2011001. We checked with our document dept. and they said now there is no good way to slove it. This kind of matter is highly sensitive and Customs may suspect us to declare more amount on purpose..

So after discussion, we hope you can pay that 1600.00 USD to us this time. We will deduct this amount from your future orders. We will give you 3% special discount for each your order until the amount over, we believe it's the best solution under current situation.  As soon as we receive your payment, we will do telex release.

Thanks for your kindly understanding. Await your comments.

在發(fā)送過去之前，我不禁想象Foss 收到郵件后會氣成什么樣。我知道他不得不把剩余的1600美元付來。

他付了90%以上的貨款，卻還沒拿到提單。

我心里想，就為了1600美元，他大爺?shù)模蛻暨@么無恥，我裝成這樣就為了給客戶個教訓(xùn)，我勒個去！

客戶收到信后，回復(fù)：

You increased the value of the invoice from what was agreed, it isn't complicated at all and there will be serious repercussions for your company.

Please be honest, I'd it really worth robbing us?? Do you honestly think you will get away with this with no actions by us?? Please advise.

收到郵件，我兩三天沒回復(fù)，該干嘛干嘛，客戶估計急了，又來一封郵件：

your company is not honest, we will pay usd 1600,please release tomorrow, we will have a meeting about our response soon. I will advise you of our actions, we do not tolerate such behaviour and this amounts to fraud and dishonesty.

看到這，我不禁笑了。雖然手段有點(diǎn)偏，但是我問心無愧。我畢竟不是騙子，沒有用垃圾貨訛?zāi)?，就算你站在我面前，我也敢看著你說我對得起你。

再說了，如果我是騙子，我何不趁機(jī)要挾更多的錢。（其實發(fā)這篇文章的時候我也在想，中國有不少騙子供應(yīng)商，會不會學(xué)著去騙國外客戶？除了錢，你們眼里有同胞嗎？）

然后，我回復(fù)郵件：

Don't worry. We do telex release once get the 1600 USD, which you should have paid us together with last transferring.

We have to pay again for bank charges. But, it's a piece of cake.

之后，客戶付了1600美元，回復(fù)道：

We require telex release by tomorrow as agreed, if we have to pay you more then there will be some trouble

and we will have no choice but to add you to a list of rogue Chinese exporters, this is a list which advisers importers as to whether they are honourable and honest,

naturally if an importer sees a company on there that they were planning to buy from,

then unless they are mad they will not buy from that company, please remain honest with us.

全款到此全部收回來了，于是我們把提單電放了。電放之后，我又寫了一封郵件給客戶，這種沒有信譽(yù)的客戶反正是不會再合作了：

Rumor has it that there are a lot of horrible stories of Chinese suppliers, but this time we witnessed a different version story of UK buyers, whom we thought are gentalmen.

Adam Smith wrote the famous political economics works <The Wealth of Nations>, but he didn't mention that people get wealth by fraud.

We just take things what is rightful ours While you profit yourself at the expense of others.

Goodbye.

后來客戶也沒回復(fù)，這件事就此告一段落。

后來2011年12月底，有個同學(xué)做五金緊固件的，出口到巴西一個柜子的貨。客戶付了30%的貨款訂貨，船到港近一個月了客戶不提貨。

客戶曾經(jīng)問過是否可以給折扣，因為當(dāng)時巴西貨幣雷亞爾對美元匯率縮水嚴(yán)重。我同學(xué)沒答應(yīng)。

再后來他打電話給客戶，客戶不接電話也不回郵件。后來客戶有次郵件回復(fù)說，希望付款方式能改成OA 60天。

現(xiàn)在匯率太差，付款的話會損失嚴(yán)重。之前打的30%的定金就當(dāng)成以后訂單的定金再算。

眼看越拖越久，同學(xué)一籌莫展。客戶簽訂的合同不履行的話就是違約了。匯率因素畢竟不屬于不可抗力。后來我就讓他試試我的方法，答應(yīng)給客戶10%的折扣，讓他先收60%的貨款回來再說，這樣加上之前的30%定金，也收了90%了。（那時候巴西還無法憑提單副本提貨，但是也擔(dān)心客戶可能提到貨，所以準(zhǔn)備把提單的封簽號等信息涂抹掉）

后來也好笑，客戶要30%的折扣。我說這條路有戲，后來談到15%的折扣，另外滯港費(fèi)由我們承擔(dān)一半。差不多實際20%的折扣了。再后來客戶真的付了50%的貨款過來，這樣還剩下20%沒收回。

還好同學(xué)也不貪心，也不想過分為難客戶，只是想再收10%保本就好。于是之后就是拖字訣，拖了幾天，為了10%的金額遲遲沒有給客戶提單。

說到這好像有點(diǎn)壞人的感覺，但是天曉得業(yè)務(wù)員要承受多大壓力，作為一個銷售，我們問心無愧，我賣給你的東西值這個價。那么多工人起早貪黑出賣勞動力，如果這還虧本賣，對不起我們的工人。

客戶眼看著滯港費(fèi)受不了了，就問怎么還沒放提單。當(dāng)然就給出財務(wù)，系統(tǒng)等一系列借口，然后說的確沒辦法，請再付10%，告訴客戶 this 10% amount will be part of deposit of your next order, ok?  

客戶也沒說什么了，付了剩余的款。然后同學(xué)出具了一份正式的蓋章的公司文件，證明收了客戶多少金額的款，將來隨時可用作預(yù)付款。

有沒有將來的訂單估計客戶心里也很清楚，基于這次的情況，下次即使客戶想合作，報價也不是他能接受的。

說這些，其實并不是在教大家使陰招，而是告訴大家，有時候事情的解決可以分步走，不要想一下子就能解決。

你也可以先妥協(xié)，想辦法先獲取有利地位之后再考慮對策。

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