最近不少小伙伴求助，稱自己的一些客戶年前就已確認訂單，現在公司復工了，就開始陸陸續續地聯系這些客戶，哪知換來了并不理想的反饋。這些客戶要么說是疫情過去再說，要么就是講庫存尚足，并不著急發貨，要么就是說資金緊張，暫時無法接貨……
大家看到客戶這樣的回復都很著急，既擔心訂單一直拖著，會出什么問題，收不全貨款，又擔心已經生產好的貨物長久無法出運，積壓倉庫。
想要解決這個問題，我們要明確以下幾點：
產品是否為定制產品
是否已經收取定金
新客戶還是老客戶
Part 1
之所以要弄清楚產品是否為定制產品，是因為這直接決定著這批產品能否正常轉賣、轉賣的難易程度以及可能性損失程度。
如果這些產品是常規品
基于這種情況，你完全可以在跟該客戶多次協商無果后，下最后出貨通知，如果客戶還是拒絕，那么你就可以先將這些已完工的在庫產品轉賣給任何其他常規品采購商；
如果這些產品是訂制品
基于這種情況，很明顯我們變得非常被動，因為訂制品就意味著產品銷售的專屬性，想要找到接盤俠難上加難，即便找到，也要損失很多利益，才能實現轉手。
Part 2
之所以要弄清楚是否收取了定金，是為了明確我們是否完全被動。
如果沒有收取任何定金
基于這種情況，賣家變得極為被動，因為錢沒收到，料用了，貨產了，倉庫積壓了，而客戶毫無壓力，隨時可棄單棄貨；
如果收取了一定比例的定金
基于這種情況，賣家或多或少地占據一定的優勢，因為錢收了一部分，貨還在手上，客戶錢給了一部分，手上卻什么都沒有。
Part 3
之所以要弄清楚是新客戶還是老客戶，是為了明確我們有多了解該客戶，便于判斷后續可能性后果，為我們的方案增加參考性。
如果是老客戶
基于這種情況，賣家可以參考該客戶以往的信用度、采購和支付習慣等，判斷后續解決問題的可能性；
如果是新客戶
基于這種情況，賣家毫無參考，即便做了客戶背景調查分析，大公司也并不能保證一定不會棄單棄貨。
綜上考慮，我相信大部分讀者都有了一些思路，該如何去處理這個問題；處理問題無外乎軟硬兩種，要么強勢壓倒，要么服軟跪下；
當你想服軟跪下的時候，很明顯，這個問題不需要解決了，因為你已經放棄了，客戶說什么就是什么，還有什么好談的呢？
當你想要強勢一些，據理力爭的時候，想清楚，你說的話是否有客戶在乎的點，如果沒有，很抱歉，I don't care about what you think or want, 除非客戶真的非常通情達理，否則即便你說破大天，也絕對得不到自己想要的結果，因為客戶壓根不在乎。
很明顯Part 3是供我們判斷客戶誠信度的，而Part 1,2是我們是否“發狠”的決策岔路口。
面對新客戶
01
你根本沒收取客戶的任何定金，但是是常規品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉賣其他客戶即可，并告知該客戶，再次需要貨物時需要提前通知，便于排產備貨，此次庫存會很快處理掉，由于匯率不穩和材料成本上浮等等，產品價格也要依照未來訂單時間重新計算。
About model#, they have been kept in our warehouse over *** months.
Could you pls tell me ur estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
02
你根本沒收取客戶的任何定金，但是是定制品（盡量別犯這低級錯誤）：
很明顯，你非常被動，可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進，一拖再拖，甚至拖了半年、一年不出貨，那么只能來硬的了，通知客戶違約，貨物會處理給別人，并且向中國商會以及客戶當地商會投訴其不良行徑，以此脅迫客戶就范。（很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認清現實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
About model#, they have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you.
But we are totally disappointed at your feedback each time we contact you.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to hand over all the evidence to China Chamber of Commerce and your local organizations of Commerce, which will definetely bring endless and huge harm to your future business.
Pls consider it seriously and tell us your ideas.
03
你收取了客戶的部分定金，但是是常規品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉賣其他客戶即可；并告知該客戶，再次需要貨物時需要提前通知，便于排產備貨，此次庫存會很快處理掉，由于匯率不穩和材料成本上浮等等，產品價格也要依照未來訂單時間重新計算。（很多人想吞了定金，理由是客戶違約了，盡量別這樣搞，因為一錘子買賣不好吃，長久利益為重，相信我，但是肯定也不會同意把定金退還給客戶，這樣我們就更加被動了，整個白忙活了）
About model#, they have been kept in our warehouse over *** months.
Could you pls tell me ur estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
The deposit will be kept by us till your next business request.
04
你收取了客戶的部分定金，但是是定制品（遇到這樣的情況實屬意外）：
很明顯，訂制品讓你非常被動，但定金在手，心里多少有點底；可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進，一拖再拖，甚至拖了半年、一年不出貨，那么只能來硬的了，通知客戶違約，定金沒收，貨物會處理給別人，并且向中國商會以及客戶當地商會投訴其不良行徑，以此脅迫客戶就范。（很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認清現實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
It's been quite a long time since last time we confirmed order#.
The finished goods have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you.
But we are totally disappointed at your feedback each time we contact you.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to hand over all the evidence to China Chamber of Commerce and your local organizations of Commerce, which will definetely bring endless and huge harm to your future business.
Meanwhile, the deposit won't be refunded.
Pls consider it seriously and tell us your ideas.
面對老客戶
01
你根本沒收取客戶的任何定金，但是是常規品：
可以刨根問底式問出客戶究竟打算何時出貨，如果客戶說暫時庫存充足，不打算出運，可以轉賣其他客戶，并告知該客戶，再次需要貨物時需要提前通知，便于排產備貨，此次庫存會很快處理掉，由于匯率不穩和材料成本上浮等等，產品價格也要依照未來訂單時間重新計算。
About model#, they have been kept in our warehouse over *** months.
Could you pls tell me ur estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
如果客戶說明是資金緊張，可以向客戶收取80~90%不等的貨款，等待客戶下次訂單一并支付（這就用到Part 講到的了，關鍵在于你對客戶歷史誠信度的把握）；
As your old friends of business, we'd like to provide you with some help.
If you do have problems in finance, is that possible to pay 80~90% of the total amount first?
The balance can be paid in your next order.
Will that help?
Tell me ur ideas, anyway
02
你根本沒收取客戶的任何定金，但是是定制品（即便是老客戶也盡量別這樣，底線必須守）：
很明顯，你非常被動，可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進，一拖再拖，甚至拖了半年、一年不出貨，可以跟客戶談其他產品的合作，該庫存暫時擱置，但是要保持跟進，提醒客戶這批貨的存在，并表示出自己迫切需要出運這批貨物，因為壓倉庫太久了，讓客戶及時處理。
About model#, they have been kept in our warehouse over *** months.
Could you pls tell me ur estimated date of shipment?
Or any suggestions to handle them?
About model#, when do you plan to confirm the order so we can make the preparation in advance?
如果客戶態度不好，并未延遲交貨，聲明不會再要，又一直沒有其他訂單的合作，老客戶也沒啥存在的意義了，那么同樣，也只能來硬的了，通知客戶違約，貨物會處理給別人，并且向中國商會以及客戶當地商會投訴其不良行徑，以此脅迫客戶就范。（很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認清現實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
About model#, they have been kept in our warehouse over *** months.
We chose to trust you and produced goods without asking any deposit from you, for you are one of our best customers with highest credit.
However, you have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
Or we may have to hand over all the evidence to China Chamber of Commerce and your local organizations of Commerce, which will definetely bring endless and huge harm to your future business.
Pls consider it seriously and tell us your ideas.
03
你收取了客戶的部分定金，但是是常規品：
可以刨根問底式問出客戶究竟打算何時出貨，如果短期根本不需要或資金緊張，不打算出貨，直接轉賣其他客戶即可；并告知該客戶，再次需要貨物時需要提前通知，便于排產備貨，此次庫存會很快處理掉，由于匯率不穩和材料成本上浮等等，產品價格也要依照未來訂單時間重新計算。（很多人想吞了定金，理由是客戶違約了，盡量別這樣搞，尤其是老客戶，別因為一個小訂單，損失一個客戶，因為后面的訂單還有很多，何況常規品你也完全可以消化掉，或內銷，或外單轉手）
About model#, they have been kept in our warehouse over *** months.
Could you pls tell me ur estimated date of shipment?
If you quit this order, We'll have to sell these goods to other customers.
When you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
But along with the sharp fluctuation of RMB Exchange Rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
The deposit will be refunded soon.
04
你收取了客戶的部分定金，但是是定制品（遇到這樣的情況實屬意外）：
很明顯，訂制品讓你非常被動，但定金在手，心里多少有點底；可以刨根問底式問出客戶究竟打算何時出貨，并以市場變化理由催客戶出貨，如果油鹽不進，一拖再拖，甚至拖了半年、一年不出貨，直接表明棄貨；
如有有其他更大更多的生意往來，這個錢可以退，可以不退，退或不退都要講清楚自己的損失，不要無理由退款或扣款。
It's been quite a long time since we confirmed this order.
We chose to trust you and produced goods without asking any deposit from you.
So you know, we actually suffered a lot from kinds of cost for production.
不退款
① We hope you could understand we still suffer a great loss even we keep your deposit.
I wonder if you still have any ways to deal with these goods?
退款
② But we choose to refund your deposit.
We'll suffer all the loss alone.
I wonder if you can confirm any other orders with us to help us out?
Or you still have any ways to deal with these goods?
Will much appreciate it.
如果后續長期沒有任何其他生意往來，客戶態度惡劣，直接通知客戶違約，定金沒收，貨物會處理給別人，并且向中國商會以及客戶當地商會投訴其不良行徑，以此脅迫客戶就范。（很多人想好好跟客戶談，畢竟訂制品不好出手，但是你要認清現實，客戶根本不在乎你說什么做什么，因為還沒威脅到她的利益）
It's been quite a long time since we confirmed this order.
We chose to trust you and produced goods without asking any deposit from you.
But we are totally disappointed at your feedback each time we contact you.
You have scrapped our contract time after time, ignoring our loss.
We want an exact date of shipment, pls.
One last time we contact you.
Or we may have to hand over all the evidence to China Chamber of Commerce and your local organizations of Commerce, which will definetely bring endless and huge harm to your future business.
Meanwhile, the deposit won't be refunded.
Pls consider it seriously and tell us your ideas.
讀完上述內容，大家會發現，其實，整個事件的處理出發點只有4個：
有沒有后續合作的可能
有沒有其他訂單流入
貨物是否真的無法處理，產生巨大損失
客戶是否真的有困難，需要緩一緩，還是態度強硬，霸道棄單
可能一些讀者看著老客戶的處理情況都和新客戶的一樣，其實不一樣，請仔細每一部分，是有區別的；一切行動考慮，都要基于客戶與你是否還有其他更大更多的生意往來，這才是利益觀察點和問題處理決策岔路口。
最后，要提醒各位，收取定金時，比例不能太低，30%比較合適，這個份額在后續問題上也能占據一定的主動權，不會太被動；匯率變化嚴重時，也要寫上超過多少范圍，需要按照什么樣的標準結算打款，避免產生嚴重損失。
