摘要：深耕外贸10年有余，自空闲坚持打理外贸充电站以来，后台最常被外贸新人问的问题除了“怎么开发客户”以外，当数“客户不回复怎么办”。说实话，我也曾有悲伤的记忆，给客户发邮件石沉大海，电话直接挂断，甚至被拉黑WhatsApp......

深耕外贸10年有余，自空闲坚持打理外贸充电站以来，后台最常被外贸新人问的问题除了“怎么开发客户”以外，当数“客户不回复怎么办”。说实话，我也曾有悲伤的记忆，给客户发邮件石沉大海，电话直接挂断，甚至被拉黑WhatsApp......

回头看，客户不回复并不是世界末日，而是在逼着你“打怪升级”。前不久我们更新分享过：邮件、报价、寄样、发PI客户都不回复怎么办？这样跟进打破僵局！今天针对这个话题，补充讲点野路子，专治各种已读不回！

一.客户为什么“突然装死”不回复？

别急着狂轰滥炸的跟进，先试试当一回“福尔摩斯”：

1.查信息：通过领英查看客户信息资料，了解是否跳槽/转行/退休(有次追了半年的德国客户，最后发现他公司破产了...)

2.看邮箱：用Hunter.io等工具方法查找对方公司其他采购邮箱(有次发现原采购总监被调岗，新来的采购压根没收到我的邮件)

3.测问题：注册临时邮箱/换个邮箱伪装新供应商报价，测试客户是否还在采购(这招帮我识破过3个比价的中间商)

二.60天持续跟进总有一拳能破冰

(一).1-7天：冷静期+基础跟进

核心策略：避免急吼吼催单，先确认信息触达

1.邮件确认送达(第2天)

话术："Hi [Name], just checking if you received my proposal/quote? Let me know if any questions need clarification! Looking forward to your feedback."(确认信息到达，降低客户阅读压力)

2.社媒媒体轻互动(第3-5天)

操作：领英点赞/评论客户动态，WhatsApp发简短问候(如周末愉快/节日祝福)，不聊业务只刷存在感。

(二).7-15天：价值唤醒+换渠道突破

核心策略：换沟通方式+抛出钩子信息

3.电话直球跟进(第7天)

话术："Hi [Name], this is [Your Name] from [Company]. I’m calling to make sure everything is clear about the quote. Do you need more details to decide?"(提前写大纲，口语烂就用简单句，关键是要拨通)

补充：电话打的好，订单不会少！超实用经验分享。

4.邮件抛行业数据(第10天)

操作：附上市场趋势报告+客户竞品采购动态(例："Our other clients in [行业] saved 15% costs by this solution...")

(三).15-30天：痛点刺激+限时促单

核心策略：制造紧迫感+解决客户顾虑

5.Deadline话术(第20天)

话术："Hi [Name], our factory schedule will be full after [日期]. If you confirm the order by [日期], I can prioritize your production!"(生产排期/原材料涨价/物流旺季都是好理由)

6.“尴尬点”提问(第25天)

话术"Hi [Name], may I ask if there’s any concern about the [产品]? Some clients worried about [痛点A], but we solved it by [方案]..."(直接点破客户可能的顾虑)

(四).30-60天：情感牌+长期价值

核心策略：放弃逼单，转长期关系维护

7.节日/事件触发(随机时机)

操作：客户国家节日祝福、邀约参观工厂、展会邀约参观(例："We'll join [展会名], would you like to meet there?")

8.非业务话题破冰(第45天)

话术："Hi [Name], I noticed you posted hiking photos last week! The mountains in [地点] are amazing. By the way, our new [产品] is perfect for outdoor use..."(从社交动态找切入点，先聊兴趣再自然过渡业务)

9.长期埋种子(60天)

每月1号定时发送：

❗补充：避坑指南

1.频率控制

新客户10-15天跟进1次，老客户7天1次，切忌3天内连发邮件。

2.内容底线

每次跟进必带新信息(价格调整、出货案例、技术升级)，绝不发“Just follow up”的废话。

3.终极心态

把“Why no reply?”换成“Why should they reply?”，每次跟进都给客户一个回复的理由。

4.万能缓冲话术

"No pressure at all! Even if now is not the right time, I’ll keep sharing market updates. Let’s stay connected!"

60天后仍不回复？做好客户分类管理工作，果断归档到“长期培育库”。不浪费过多的时间和精力，但保持时间段内(如每月)定期发送一次行业资讯/产品更新资讯。持续不断的搜索开发新客户，补充你的潜在客户池。外贸是概率游戏，把精力留给有回应的人！

三.修炼保命心法千锤百炼也不怕

1.备胎思维：同时跟进20个客户，总有一个会回你，别吊死在一棵树上，销售工作都要遵循销售漏斗原则。

补充：不怕开发客户失败，就怕不知道为什么失败！

2.留钩子：每次沟通必留个开放式问题勾引回复破冰，比如“您更关注交期还是MOQ？”

3.装傻策略：过半年假装失忆重新开发：“抱歉John，系统显示您去年询价过XX产品，需要更新报价吗？”

4.反PUA话术：客户说“你价格太高”时，秒回：“太好了！这说明我们的品质值得深聊”

说句大实话：外贸就像谈恋爱，客户不回复？要么你不够撩，要么他已心有所属。但别忘了，市场永远有刚分手的客户，你只需要成为最闪亮的备胎。我最高纪录是跟进2年7个月拿下230万美金订单，坚持到连客户都说：“我输给你的厚脸皮了”。

补充：从备胎到成交！我用三招取代同行拿下了行业内的大客户。

四.不同场景下的“已读不回”攻破话术

遭遇客户“已读不回”时，要保持职业的心态和专业的应对。同时尝试从不同的角度出发，用合适的话术来引起客户的注意和回应。以下是针对不同场景的应对话术示例：

1. 产品询价后客户未回复

“Hello, we previously sent you the quotation details for product A. I was wondering if you have any questions or if there's any further assistance you need? Please feel free to reach out to us; we are looking forward to helping you.”

2. 样品发送后客户未反馈

“Hello, the sample B has been dispatched as per your request. May I ask if you are satisfied with the sample received? We highly value your feedback and are awaiting your valuable comments.”

3. 商业合同或提案后客户无回音

“Hello, we sent you the business contract/proposal last week and would like to know your suggestions or if you require any modifications. Please share your thoughts so we can move forward with the project accordingly.”

4. 长时间未下单客户

“Hello, it's been a while since we received a new order from you. We are wondering if your needs have changed or if there's any way we can serve you better?”

5. 客户回复暂无需求

“Hello, I understand that you currently have no requirements. May I ask if it would be alright to contact you at a more convenient time, or is there any other way we might assist you?”

6. 询问客户反馈后无回应

“Hello, we inquired a few days ago about your feedback on the use of product C, hoping to ensure that your experience is optimal. Should you have any comments or suggestions, please do not hesitate to share.”

7. 节假日问候无回应

“Hello, we sent you our greetings during the Spring Festival/Christmas, and I'm not sure if you had a chance to see them? Here's wishing you well again, and I hope you are having a pleasant time!”

8. 提交订单确认后客户没回复

“Hello, to ensure on-time delivery, we need you to confirm the details of order D. Please reply at your earliest convenience so we can make arrangements promptly.”

9. 提醒客户付款后未收到响应

“Dear Customer, you might have noticed our payment reminder from last week. To avoid affecting your order schedule, please check and inform us of the payment progress.”

10. 长期合作客户沟通减少

“Dear Client, it seems our communication has lessened recently, and we highly value our long-standing collaboration with you. Please let us know if we can improve our service or offer additional support.”

使用这些话术的时候，要根据具体情况适当调整语句的内容和风格，使其更贴近客户的情况和文化特点。同时，保持跟进但不过度催促，确保与客户的关系和谐。

来源：waim外贸充电站