料神Sam:偶尔也要“使阴招”对付理亏的客人

【编者按】：外贸业务中的各种纠纷中，有一类是你无法避免的，就是来自客户的刁难。你永远不知道这一秒还跟你谈笑风生的客户，下一秒会出什么损招坑你。一般面对出尔反尔的客户，许多业务员都会慌了手脚，一开始就拿出种种证据据理力争，但在多数情况下，我们是处于被动位置的，整个局面的掌控并不在我们手里。想要打赢这场仗，还得先将主动权从客户的手中转移过来。如何做到呢？看看料神Sam的新招吧。

原文分享如下：

2011年，老板转了一封英国客户的邮件给我，这个客户之前下过一个一次性PVC手套的订单。

于是我就开始跟进这个客户，刚开始一切都很正常，跟进了半个月，客户说有个订单计划。一边价格谈判一边寄样确认。客户要了三个尺码的手套，数量合计一个小柜。

最后一次谈判，客户要求的目标价是：

M码 14.5美元

L码 15.5美元

XL码 16.5美元

但是这样的价格对我们来说利润太低，因此我没有答应客户，报了个 rock bottom price.

M码 15.2美元

L码 16.2美元

XL码 17.2美元

之后客户没说什么，就开始和我确认印刷包装。很快，包装资料确认完毕之后，我顺势做了个PI让客户确认，付款方式T/T 30% before production, the balance pay against B/L copy within 7 working days. 总货值23000美元。

客户收到PI后说三天内付款。三四天后，我们收到了客户的银行付款水单，按照30%的订金付了6900美元。又过了两天，定金到账。于是开始安排生产，货好之后安排发货、订舱和发装船通知。

收到B/L后，发了Copy件给客户通知客户付尾款。

这时候客户回复了一封很无理的邮件，说自己并没有确认之前我最后报的最终价格：M $15.2, L $16.2, XL $17.2 。他说一直认为价格是他要求的价格。M 14.5，L 15.5，XL 16.5。

看完这封邮件我很无语，因为以前碰到的无理客户也不少，但是这样睁眼说瞎话的真是第一次见。PI上明明白白有价格难道看不见？如果没有确认价格，为什么会按照PI的总金额付出正好30%的定金额呢？

于是，跟老板商量了一下，对这样恶意耍赖的客户，先说理。以下是邮件原文：

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.

接着客户回复，

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，这客户还教训起人来了。她有个助手是Rosa，有时候帮他回复邮件的。或许是客户没有亲自看PI，他的助手Rosa看到我发了PI了，就发给他们财务了。但是PI是经过确认的，而且回复的邮件是客户本人的签名。Rosa没必要给我回邮件用Foss的签名，这不符合商业习惯。

我和老板商量了一下，决定不要跟客户硬碰硬，毕竟还有70%的货款没有收回，一切以收货款为重。

我们考虑了一下，按照客户的那个目标价来算，总金额和实际出货的总金额其实只相差1600美元。因此，如果答应按照客户的目标价，我们修改商业发票，那么就少收1600美元，相当于这单没赚。但是如果直接就这么答应他，一来我们受不了这个憋屈，二来显得是我们理亏的，三来就平白无故便宜了这个客户。

最终还是决定等收回货款之后找机会教育一顿这个无理客户。于是，我写信回复，姑且先顺着他的意思：

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.

客户收到邮件后第二天很快回复，换了个嘴脸：

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

Enclose the swift copy.

之后没两天，14500美元到账了。到这个时候，我心里不急了。现在地位反转，看怎么治你。

之后我给客户回复：

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.

客户一看，顿时急了：

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，这是来威胁吗？什么证据都有，你想找什么中国人来吓唬人？黄飞鸿？那是佛山人士。

无视这封邮件，第二天我回复:

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.

在发送过去之前，我不禁想象Foss 收到邮件后会气成什么样。我知道他不得不把剩余的1600美元付来。

他付了90%以上的货款，却还没拿到提单。

我心里想，就为了1600美元，他大爷的，客户这么无耻，我装成这样就为了给客户个教训，我勒个去！

客户收到信后，回复：

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.

收到邮件，我两三天没回复，该干嘛干嘛，客户估计急了，又来一封邮件：

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.

看到这，我不禁笑了。虽然手段有点偏，但是我问心无愧。我毕竟不是骗子，没有用垃圾货讹你，就算你站在我面前，我也敢看着你说我对得起你。

再说了，如果我是骗子，我何不趁机要挟更多的钱。（其实发这篇文章的时候我也在想，中国有不少骗子供应商，会不会学着去骗国外客户？除了钱，你们眼里有同胞吗？）

然后，我回复邮件：

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，客户付了1600美元，回复道：

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.

全款到此全部收回来了，于是我们把提单电放了。电放之后，我又写了一封邮件给客户，这种没有信誉的客户反正是不会再合作了：

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.

后来客户也没回复，这件事就此告一段落。

后来2011年12月底，有个同学做五金紧固件的，出口到巴西一个柜子的货。客户付了30%的货款订货，船到港近一个月了客户不提货。

客户曾经问过是否可以给折扣，因为当时巴西货币雷亚尔对美元汇率缩水严重。我同学没答应。

再后来他打电话给客户，客户不接电话也不回邮件。后来客户有次邮件回复说，希望付款方式能改成OA 60天。

现在汇率太差，付款的话会损失严重。之前打的30%的定金就当成以后订单的定金再算。

眼看越拖越久，同学一筹莫展。客户签订的合同不履行的话就是违约了。汇率因素毕竟不属于不可抗力。后来我就让他试试我的方法，答应给客户10%的折扣，让他先收60%的货款回来再说，这样加上之前的30%定金，也收了90%了。（那时候巴西还无法凭提单副本提货，但是也担心客户可能提到货，所以准备把提单的封签号等信息涂抹掉）

后来也好笑，客户要30%的折扣。我说这条路有戏，后来谈到15%的折扣，另外滞港费由我们承担一半。差不多实际20%的折扣了。再后来客户真的付了50%的货款过来，这样还剩下20%没收回。

还好同学也不贪心，也不想过分为难客户，只是想再收10%保本就好。于是之后就是拖字诀，拖了几天，为了10%的金额迟迟没有给客户提单。

说到这好像有点坏人的感觉，但是天晓得业务员要承受多大压力，作为一个销售，我们问心无愧，我卖给你的东西值这个价。那么多工人起早贪黑出卖劳动力，如果这还亏本卖，对不起我们的工人。

客户眼看着滞港费受不了了，就问怎么还没放提单。当然就给出财务，系统等一系列借口，然后说的确没办法，请再付10%，告诉客户 this 10% amount will be part of deposit of your next order, ok?  

客户也没说什么了，付了剩余的款。然后同学出具了一份正式的盖章的公司文件，证明收了客户多少金额的款，将来随时可用作预付款。

有没有将来的订单估计客户心里也很清楚，基于这次的情况，下次即使客户想合作，报价也不是他能接受的。

说这些，其实并不是在教大家使阴招，而是告诉大家，有时候事情的解决可以分步走，不要想一下子就能解决。

你也可以先妥协，想办法先获取有利地位之后再考虑对策。

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