11/4/2026

新能源汽配外贸 · 常用客服话术手册

1. 首次询盘响应（越快越好，黄金 1 小时）

Hi, thanks for your inquiry! We are a professional supplier of new energy vehicle parts (battery cooling parts, ECAS/air suspension, thermal management, charging components, etc.).
To quote you accurately, could you please share:

  1. VIN number or OE/part number
  2. Quantity needed
  3. Target market / shipping port
    We usually reply with a quotation within 24 hours.

要点：第一句就把「VIN / OE 编号 + 数量 + 港口」三件套要出来，后面所有报价都建立在这三个信息上。

2. 客户要求报价

Thanks for the details. I'm checking the price with our sales engineer now.
Before I quote, just to confirm: is this part for the model and year you mentioned? We've seen subtle differences between batches of the same model, and we'd rather ask one extra question than send you a wrong part.
You'll get the quotation with photos and specs within 24 hours.

要点：主动提出「同车型不同批次有差异」，既专业又为后续要求 VIN 埋伏笔。

3. 嫌价格贵 / 砍价

I understand price matters. Our quote is based on OEM-level quality and tested units, which is why we hold long-term customers in your market.
If budget is the priority, we can offer an aftermarket-grade option at a lower price, or we can work on a better price once the quantity reaches a certain level.
Which direction do you prefer?

要点：不要直接降价。给「降级方案」或「阶梯价格」两个选项，把砍价变成选方案。

4. 样品

Sample is available. The sample cost plus freight will be listed in the PI, lead time about one week.
Sample cost will be fully refunded (deducted) in your first bulk order.
Shall I draft the PI for the sample?

要点：样品费可在首单抵扣，是筛掉「白嫖样品」客户的最有效手段。

5. 交期与运输

Production lead time: about 7–15 days after payment confirmed.
For shipping we can quote both options for you:

  • Express (DHL/FedEx): 4–7 days, good for samples and urgent parts
  • Air freight: 7–12 days to your airport
  • Sea freight: 25–40 days, best for bulk orders
    Tell me your port and I'll compare the total cost for you.

6. 付款条件

Our standard terms: 30% deposit, 70% before shipment (T/T). Western Union and Alibaba Trade Assurance are also accepted for small orders.
For regular customers we can discuss better terms like OA or 30 days after B/L copy.

7. 报价后客户不回复（跟进，隔 2–3 天）

第一次跟进：

Hi, just following up on the quotation we sent. Did the price meet your target? If the budget is tight, let me know your target price — I'll check what we can do.

第二次跟进（隔一周，换个角度）：

Hi, quick update: raw material (aluminum / electronic components) prices have been rising this month. If you plan to order soon, I'd suggest locking the price within this week. Happy to hold the quote for you.

要点：第二次不要问「在吗」，要给一个「现在行动的理由」（涨价、舱位、库存）。

8. 订单确认 / PI

Great! I've attached the Proforma Invoice. Please check model, quantity and total amount, then sign back.
Once we receive the 30% deposit, production will start immediately and I'll send you photos before shipment.
Tracking / shipping update will be sent once dispatched.

9. 售后 / 质量问题

Sorry to hear that. Don't worry, we'll sort it out.
Could you send me: 1) photo/video of the part, 2) the labeling/packaging, 3) the VIN of the vehicle it was installed on?
Our engineer will check within 24 hours. If it's our quality issue, we'll replace it free or credit it to your next order — your choice.

要点：先安抚 + 明确赔付选项（换新或货款抵扣），把「VIN 核对」放进售后流程，还能顺便排查是不是客户装错型号。

10. 下单意向前确认：主动问国内货代（发货信息）

Good news — we can arrange this order for you right away.
One quick question about shipping: do you have a freight forwarder in China?

  • If yes, please send me the forwarder's warehouse address, and we'll deliver the goods there (domestic shipping on us / at cost).
  • If not, no problem — just send me your country and full delivery address with zip code, and I'll quote you the best shipping option by express / air / sea.

要点：

  • 客户一有下单意向，主动问，不要等客户提——发货方式是推进订单的下一步动作，问了就把对话推向成交；
  • 有国内货代的客户通常是成熟买家（常见于中东、非洲、东南亚、俄语区客户），货代仓地址拿到就能直接安排发货，最快；
  • 没有货代时要「国家 + 完整地址 + 邮编」一次要齐，缺邮编会导致查运费报价来回扯皮；
  • 括号里国内段运费是否免，按自家政策定，话术里保留选择即可。

客户回复后的接话：

有货代 → Got it. We'll ship to your forwarder once payment is settled and send you the domestic tracking number.

无货代 → Thanks, I'll check the shipping cost to your address today and send you two options (express and air/sea) so you can pick the best balance of speed and cost.

11. ⭐ 重点场景：客户甩来一大串采购清单（无 VIN、品类杂）

背景：这种「泛询价」客户成交率极低，报价耗费大量业务时间。话术目标不是拒绝，而是设立门槛、引导对方提供 VIN/明确编号，把资源留给真实买家。

版本 A · 标准版（推荐，礼貌但有门槛）

Hi, thank you for your purchasing list — it's really impressive!
To be transparent with you: like most NEV parts suppliers, our sales engineers are handling a high volume of inquiries right now, and each part needs to be cross-checked against the vehicle's VIN (17-digit code) before we can quote — EV parts have many sub-versions, and quoting without VIN often leads to wrong parts and returns.
So our current policy is: we quote inquiries with clear VIN numbers and confirmed part names/numbers.
Here's what I suggest: please mark the 5–10 most urgent items on your list and attach the VIN or OE number for each. We'll prioritize those and quote within 24 hours. The rest can follow as your project moves forward.
This way you get accurate prices fast, and we can give your project proper attention. Deal?

中文要点：

  • 「业务繁忙」不是敷衍，而是绑定了一个硬理由：EV 配件细分版本多，无 VIN 报价 = 报错价 = 退货，对方无法反驳；
  • 给出口（标 5–10 个急件），不是拒绝而是分流，显得专业也筛掉了低意向客户；
  • 「Deal?」结尾轻松推进，引导对方下一步动作。

版本 B · 简洁版（WhatsApp / 快速回复）

Thanks for the list! Our quotation team currently only quotes with VIN + confirmed part numbers, because NEV parts vary a lot by production batch and we can't risk mismatches.
Could you mark the urgent items and provide the VIN/OE numbers for them? We'll quote those first within 24h.

版本 C · 强硬版（对方坚持让整单报价、且明显低意向）

Thanks again for the list. Honestly, quoting 50+ mixed items without VIN costs our engineers 2–3 days and rarely matches a real order — it works for both of us to start smaller.
Let's do this: pick the items you'll actually purchase this quarter, with VIN/OE numbers, and we'll quote within 24h and hold stock for you. If the cooperation works out, the full list is no problem.

中文要点：直接点破「大清单很少变成真订单」，但用「对你我都好」包装，并把「备库存」作为诱饵测试诚意——肯给 VIN 急件的是真客户，只回「你先报个大概价」的大概率是海询价的。

判断该客户是否值得继续跟

客户反应 判断 动作
给出 VIN + 急件清单 真实买家 24h 内优先报价，重点跟进
给了部分编号，愿意分批 潜在买家 正常节奏跟进
只回 "just give me the price" 大概率比价/海询价 只报 1–2 个代表件，降低投入
不回复 低意向 归档，每周批量跟进一次即可

附：万能短句速查

  • 拖延报价时：Let me double-check with our engineer and get back to you within 24h — I want to make sure the spec is 100% right.
  • 不知道答案时：Good question. I'll confirm with our technical team and reply today.（绝不猜）
  • 催付款：To catch this week's shipping schedule, could you arrange the deposit in the next few days?
  • 谈独家/长期：For customers with a yearly plan, we offer tiered pricing and stock reservation. Would you like me to prepare one for your market?