日常外贸业务中话术是沟通的关键，尤其重要。以下是一份涵盖外贸全流程的 SOP 话术模板库，结合标准业务流程与实战沟通场景设计，供外贸新人参考！

一、客户开发阶段话术

（一）邮件话术

开头问候：

初次联系时，可以使用 “Dear [客户姓名]”（如果知道客户姓名）；若不清楚对方姓名，可用 “Dear Sir/Madam” 。若是回复客户邮件，开头可表示感谢，如 “Thank you for your email dated [具体日期]”。也可以根据不同的节日或季节送上相应问候，如 “Hope this email finds you well during this beautiful spring season”（希望这封邮件在这美好的春季能让您一切安好） 。

公司及产品介绍：

简要介绍公司，“Our company, [公司名称], has been a leading manufacturer/supplier in the [行业名称] industry for over [X] years. We are committed to providing high - quality products and excellent customer service.”（我们 [公司名称] 作为 [行业名称] 行业的领先制造商 / 供应商已有超过 [X] 年的历史。我们致力于提供高品质的产品和卓越的客户服务） 。

介绍产品优势时，“Our [产品名称] stands out in the market due to its advanced technology, superior quality, and competitive price. It has been well - received by customers from [列举一些主要市场国家或地区]”（我们的 [产品名称] 因其先进的技术、卓越的品质和有竞争力的价格在市场上脱颖而出，已受到来自 [列举一些主要市场国家或地区] 客户的好评） 。

结束语：

表达期待回复，“I'm looking forward to your kind reply at your earliest convenience.”（期待您在方便的时候尽早回复） ；或者提出下一步行动建议，“If you have any questions or need further information, please don't hesitate to contact me. We can also arrange a call or meeting to discuss in more detail.”（如果您有任何问题或需要更多信息，请随时与我联系。我们也可以安排电话或会议进行更详细的讨论） 。最后加上祝语，如 “Best regards”“Kind regards”“Sincerely” 等 。

（二）社交媒体话术

打招呼：在领英等商务社交平台上，可以说 “Hello, [客户姓名]. I noticed your great achievements in the [行业] field and would like to connect with you.”（您好，[客户姓名]。我注意到您在 [行业] 领域取得的杰出成就，想与您建立联系） ；在 WhatsApp、Facebook 等平台，若通过号码添加客户，可先简单介绍自己，“Hi, this is [your name] from [company name]. I hope this message finds you well.”（嗨，我是 [公司名称] 的 [你的名字]。希望您收到这条消息时一切都好） 。

介绍产品亮点：“Our new - launched [product name] has some amazing features. For example, it has a [unique feature] that can greatly improve [customer's work/usage scenario] efficiency. Many of our existing customers have given positive feedback on it.”（我们新推出的 [产品名称] 有一些惊人的特性。例如，它具有 [独特特性]，可以大大提高 [客户的工作 / 使用场景] 效率。我们许多现有客户对此都给予了积极反馈） 。

引导互动：可以提问，“What do you think are the biggest challenges in the [industry] currently? I'd love to hear your thoughts.”（您认为当前 [行业] 面临的最大挑战是什么？我很想听听您的想法） ；或者分享行业相关的有趣内容，“I came across an interesting article about the latest trends in the [industry]. I thought you might be interested. [Share the link if possible]”（我偶然看到一篇关于 [行业] 最新趋势的有趣文章。我想您可能会感兴趣。[如果可能，分享链接]） 。

（三）电话话术

接通电话：首先礼貌问候，“Good morning/afternoon/evening. This is [your name] from [company name]. May I speak to [客户姓名]?”（早上好 / 下午好 / 晚上好。我是 [公司名称] 的 [你的名字]。我可以和 [客户姓名] 通话吗？） 。如果对方不是你要找的人，可说 “Sorry to trouble you. Could you please transfer me to [客户姓名]? Or do you know when I can reach him/her?”（很抱歉打扰您。您能帮我转接给 [客户姓名] 吗？或者您知道我什么时候可以联系到他 / 她吗？） 。

自我介绍及来意：“I'm calling to introduce our company, [company name], and our products/services that might be of great value to your business. We specialize in [briefly introduce the main business].”（我打电话是为了介绍我们 [公司名称] 以及我们的产品 / 服务，这些可能对您的业务有很大价值。我们专注于 [简要介绍主要业务]） 。然后提及对客户业务的了解，“I've done some research on your company, and I found that our [product/service] could potentially solve some of the [problems/challenges] you might be facing, such as [specific problems].”（我对贵公司做了一些研究，发现我们的 [产品 / 服务] 有可能解决您可能面临的一些 [问题 / 挑战]，比如 [具体问题]） 。

结束通话：如果客户有兴趣，约定后续沟通方式和时间，“Great! It seems that you're interested. I'll send you more detailed information by email. And we can arrange a meeting or another call next [specific time] to further discuss how we can cooperate. Looking forward to it.”（太好了！看来您很感兴趣。我会通过电子邮件给您发送更详细的信息。我们可以在下周 [具体时间] 安排一次会议或再次通话，进一步讨论我们如何合作。期待与您交流） ；若客户暂时无兴趣，也保持礼貌，“Thank you for your time anyway. If you change your mind or have any needs in the future, please feel free to contact me. Have a nice day!”（无论如何，感谢您抽出时间。如果您改变主意或将来有任何需求，请随时与我联系。祝您有美好的一天！）

（四）展会话术

展位接待：当客户来到展位，微笑并热情问候，“Welcome to our booth! I'm [your name] from [company name]. Are you interested in our products? Let me show you around.”（欢迎来到我们的展位！我是 [公司名称] 的 [你的名字]。您对我们的产品感兴趣吗？我带您参观一下） 。引导客户参观时，重点介绍明星产品，“This is our best - selling [product name]. It has a very unique design, and compared with similar products on the market, it has [list the advantages].”（这是我们最畅销的 [产品名称]。它有一个非常独特的设计，与市场上的同类产品相比，它具有 [列举优势]） 。

交流互动：询问客户需求，“What kind of products are you mainly looking for in this exhibition? Maybe we can find a suitable solution for you.”（您在这次展会主要寻找什么样的产品呢？也许我们能为您找到合适的解决方案） 。分享成功案例，“We have many successful cooperation cases. For example, [mention a well - known client], they have been using our products for [X] years and have achieved [specific achievements].”（我们有很多成功的合作案例。比如，[提及一个知名客户]，他们使用我们的产品已经 [X] 年了，并取得了 [具体成就]） 。

收集信息：在交流结束时，获取客户联系方式，“It's been a great pleasure talking to you. Could I have your business card? Or may I know your email address and phone number? We'll keep in touch and send you more product information.”（与您交谈非常愉快。我可以要您的名片吗？或者我可以知道您的电子邮件地址和电话号码吗？我们会保持联系并给您发送更多产品信息） 。同时邀请客户后续进一步沟通，“After the exhibition, we can have a more in - depth discussion about the cooperation. I'm looking forward to it.”（展会结束后，我们可以就合作事宜进行更深入的讨论。期待与您交流） 。

二、询盘处理流程及话术

（一）需求确认话术

询问产品细节：

如果客户询问某类产品，回复 “Thank you for your inquiry. To better understand your needs, could you please let me know the specific specifications you require for the [product name], such as size, color, material, or any special features?”（感谢您的询盘。为了更好地了解您的需求，能否请您告知我们对于 [产品名称] 所需的具体规格，例如尺寸、颜色、材料或任何特殊功能？） ；若是电子产品，可问 “For the [electronic product], do you have any preferences regarding the battery life, processing speed, or storage capacity?”（对于 [电子产品]，您在电池续航、处理速度或存储容量方面有什么偏好吗？） 。

了解使用场景：

“May I know in what kind of scenarios you will be using the [product]? This will help us recommend the most suitable product to meet your actual needs.”（我可以了解一下您将在什么样的场景中使用 [产品] 吗？这将帮助我们推荐最适合您实际需求的产品） ；若是家具产品，可进一步询问 “Is it for a home office, a living room, or a commercial space like a hotel lobby?”（是用于家庭办公室、客厅，还是像酒店大堂这样的商业空间呢？） 。

确定数量要求：“Could you give me an estimate of the quantity you are planning to purchase? Whether it's a small - scale trial order or a large - scale bulk purchase, we can provide corresponding solutions and quotations.”（您能估计一下您计划购买的数量吗？无论是小批量试订单还是大规模批量采购，我们都可以提供相应的解决方案和报价） ；对于初次合作的客户，还可以说 “For the first - time cooperation, if you are not sure about the quantity, we can also discuss a reasonable quantity for a trial order based on your market situation.”（对于首次合作，如果您不确定数量，我们也可以根据您的市场情况讨论一个合理的试订单数量） 。

（二）产品推荐话术

突出产品优势：

介绍产品时，强调 “Our [product name] has several remarkable advantages. Firstly, it is made of high - quality [material], which ensures its durability and reliability. Secondly, it adopts advanced [technology], enabling it to perform better than similar products in the market.”（我们的 [产品名称] 有几个显著的优势。首先，它采用高品质的 [材料] 制造，确保了其耐用性和可靠性。其次，它采用先进的 [技术]，使其在市场上比同类产品表现更出色） ；如果产品有节能优势，可说 “Moreover, this product is highly energy - efficient. It can save up to [X]% of energy consumption compared with traditional products, which will significantly reduce your operating costs in the long run.”（此外，该产品非常节能。与传统产品相比，它可以节省高达 [X]% 的能耗，从长远来看，这将显著降低您的运营成本） 。

阐述产品特点：

“One of the unique features of our [product] is its [feature description]. For example, it has a [unique design] that makes it more convenient to use and easier to maintain.”（我们 [产品] 的独特特点之一是它的 [特点描述]。例如，它有一个 [独特设计]，使其使用更方便，维护更容易） ；若产品有智能功能，可详细说明 “Our [product] is equipped with intelligent [function], which can automatically adjust according to different working conditions, providing you with a more intelligent and user - friendly experience.”（我们的 [产品] 配备了智能 [功能]，可以根据不同的工作条件自动调整，为您提供更智能、更友好的用户体验） 。

对比竞品差异：“Compared with our competitors' products, our [product] stands out in many aspects. For instance, while most similar products on the market only offer [competitor's feature], our product not only has this feature but also adds [our unique feature], which can better meet your complex needs.”（与我们竞争对手的产品相比，我们的 [产品] 在许多方面都很突出。例如，虽然市场上大多数同类产品只提供 [竞争对手的特点]，但我们的产品不仅有这个特点，还增加了 [我们的独特特点]，可以更好地满足您的复杂需求） ；还可以用数据对比说明，“In terms of price - performance ratio, our product is [X]% more cost - effective than the average price of similar products in the market, without sacrificing quality.”（在性价比方面，我们的产品在不牺牲质量的前提下，比市场上同类产品的平均价格高出 [X]% 的性价比） 。

（三）异议处理话术

价格异议：

当客户觉得价格高时，回应 “I understand your concern about the price. However, our price is determined based on the high - quality materials, advanced production technology, and excellent after - sales service we provide. Compared with other products in the market, although our price seems a bit higher, in fact, you will get more value for money in the long term. For example, our product has a longer service life, which can reduce your replacement costs.”（我理解您对价格的担忧。然而，我们的价格是基于我们提供的高质量材料、先进的生产技术和优质的售后服务确定的。与市场上的其他产品相比，虽然我们的价格看起来有点高，但实际上从长远来看，您会获得更高的性价比。例如，我们的产品使用寿命更长，可以降低您的更换成本） ；或者提出解决方案，“If you are interested in our product but have a tight budget, we can also discuss some options with you. For example, if you increase the order quantity, we can offer you a certain discount.”（如果您对我们的产品感兴趣但预算紧张，我们也可以与您讨论一些方案。例如，如果您增加订单数量，我们可以为您提供一定的折扣） 。

质量异议：

客户对质量有疑问时，回答 “Our company has strict quality control systems in place. All our products go through multiple quality inspections before leaving the factory to ensure that they meet the highest international standards. We have also obtained [list relevant quality certifications] certifications. In addition, we can provide you with product samples for your inspection and testing. If there are any quality problems during the use of our products, we will be fully responsible for replacement or compensation.”（我们公司有严格的质量控制体系。我们所有的产品在出厂前都要经过多次质量检验，以确保它们符合最高国际标准。我们还获得了 [列出相关质量认证] 认证。此外，我们可以为您提供产品样品供您检验和测试。如果在使用我们产品的过程中出现任何质量问题，我们将全权负责更换或赔偿） ；也可以分享成功案例，“Many well - known companies, such as [list some well - known clients], have been using our products for a long time and have given us very positive feedback on the quality.”（许多知名公司，如 [列举一些知名客户]，长期使用我们的产品，并对质量给予了非常积极的反馈） 。

交货期异议：

客户担心交货期时，可解释 “Thank you for your concern about the delivery time. Currently, our production capacity allows us to complete the order within [quoted delivery time]. However, if you have an urgent need, we can arrange for overtime production or adjust the production schedule to prioritize your order. But this may involve some additional costs. What do you think?”（感谢您对交货时间的关注。目前，我们的生产能力可以在 [报出的交货时间] 内完成订单。不过，如果您有紧急需求，我们可以安排加班生产或调整生产计划，优先处理您的订单。但这可能会涉及一些额外费用。您看怎么样？） ；或者提供进度跟踪方式，“We will keep you updated on the production progress regularly. You can also contact us at any time to inquire about the status of your order. We will do our best to ensure that the goods are delivered to you on time.”（我们会定期向您更新生产进度。您也可以随时联系我们询问订单状态。我们将尽最大努力确保货物按时交付给您） 。

三、报价环节话术

（一）成本核算说明话术

全面阐述成本构成：“Dear customer, in order to provide you with a clear understanding of our pricing, I'd like to break down the cost components of our [product name] for you. The raw materials cost accounts for [X]% of the total cost. We use high - quality [raw material name], which is sourced from reliable suppliers to ensure the quality and durability of our products. For example, in the production of our [electronic product], we use [specific high - quality electronic component], which is more expensive but can greatly improve the performance and stability of the product.”（尊敬的客户，为了让您清楚了解我们的定价，我想为您详细说明我们 [产品名称] 的成本构成。原材料成本占总成本的 [X]%。我们使用高品质的 [原材料名称]，这些原材料均来自可靠的供应商，以确保我们产品的质量和耐用性。例如，在生产我们的 [电子产品] 时，我们使用 [具体的高品质电子元件]，虽然成本较高，但可以大大提高产品的性能和稳定性） 。

人工成本说明：“The labor cost is another significant part, accounting for [Y]%. Our workers are highly skilled and experienced in [production process]. They have received professional training to ensure that each product is produced with precision and care. In addition, we follow strict labor laws and regulations, providing good working conditions and reasonable wages to our employees, which also contributes to the quality of our products.”（人工成本是另一重要部分，占 [Y]%。我们的工人在 [生产工艺] 方面技能娴熟且经验丰富。他们都接受过专业培训，以确保每件产品都能精准、用心地生产出来。此外，我们严格遵守劳动法律法规，为员工提供良好的工作条件和合理的薪酬，这也有助于保证产品质量） 。

运输及其他成本补充：“Transportation costs, including domestic and international shipping, packaging, and handling fees, make up [Z]% of the total cost. For international shipping, we usually choose reliable shipping companies to ensure the safe and timely delivery of your goods. Also, packaging materials are carefully selected to protect the product during transportation. For instance, we use [special packaging material] for our [fragile product] to prevent damage. There are also other costs such as research and development, quality control, and management expenses, which are all necessary to maintain the high - quality standards of our products.”（运输成本，包括国内和国际运输、包装及装卸费用，占总成本的 [Z]%。对于国际运输，我们通常会选择可靠的航运公司，以确保您的货物安全、及时送达。包装材料也是经过精心挑选，以在运输过程中保护产品。例如，对于我们的 [易碎产品]，我们使用 [特殊包装材料] 以防止损坏。此外，还有研发、质量控制和管理费用等其他成本，这些都是维持我们产品高质量标准所必需的） 。

（二）价格谈判话术

应对客户砍价：“I understand your desire to get a better price, and we always strive to provide the best value for our customers. However, as I mentioned before, our price is already very competitive considering the high - quality materials and excellent craftsmanship we use. But if you increase the order quantity to [specific quantity], we can offer you a discount of [X]%. This way, you can not only get a more favorable price but also ensure a sufficient supply of products for your market.”（我理解您希望获得更优惠价格的想法，我们也一直努力为客户提供最佳价值。不过，正如我之前提到的，考虑到我们使用的高品质材料和精湛工艺，我们的价格已经非常有竞争力了。但是，如果您将订单数量增加到 [具体数量]，我们可以为您提供 [X]% 的折扣。这样一来，您不仅可以获得更优惠的价格，还能确保您的市场有充足的产品供应） 。

解释价格合理性：“Our price is determined based on a comprehensive consideration of various factors. The quality of our products is top - notch in the industry, and we have obtained [list relevant quality certifications] certifications, which guarantees the high - quality performance of our products. Moreover, we provide excellent after - sales service, including [list after - sales service items], which also adds value to the price. Compared with some low - price products in the market, although our price seems a bit higher, in the long run, you will save more costs due to fewer quality problems and longer service life.”（我们的价格是基于对各种因素的综合考虑而确定的。我们产品的质量在行业内是一流的，并且我们已经获得了 [列出相关质量认证] 认证，这保证了我们产品的高品质性能。此外，我们提供优质的售后服务，包括 [列出售后服务项目]，这也为价格增添了价值。与市场上一些低价产品相比，虽然我们的价格看起来有点高，但从长远来看，由于质量问题较少和使用寿命更长，您将节省更多成本） 。

适时提出价格调整条件：“If you are interested in our product but still have concerns about the price, we can also discuss some adjustments. For example, if you are willing to change the payment terms to [suggested payment terms], such as 100% TT in advance, we can offer a price reduction of [X]%. Or if you agree to a longer - term cooperation contract, say [number of years], we can provide you with a more favorable price.”（如果您对我们的产品感兴趣但仍对价格有顾虑，我们也可以讨论一些调整方案。例如，如果您愿意将付款方式改为 [建议的付款方式]，如 100% 预付款，我们可以降价 [X]%。或者如果您同意签订更长期的合作合同，比如 [年数]，我们可以为您提供更优惠的价格） 。

（三）附加服务说明话术

售后服务阐述：“In addition to the high - quality product itself, we also provide comprehensive after - sales service. Once you purchase our product, you will enjoy a warranty period of [number of months/years]. During this period, if there are any quality problems, we will provide free repair or replacement services. We also have a professional after - sales service team that is available 24/7 to answer your questions and solve any problems you may encounter. For example, if you have any questions about product operation, our team can provide remote guidance immediately.”（除了产品本身的高品质，我们还提供全面的售后服务。一旦您购买我们的产品，您将享有 [月数 / 年数] 的保修期。在此期间，如果出现任何质量问题，我们将提供免费维修或更换服务。我们还有专业的售后服务团队，随时为您解答问题并解决您可能遇到的任何问题。例如，如果您对产品操作有任何疑问，我们的团队可以立即提供远程指导） 。

技术支持介绍：“Our company has a strong technical R & D team. If you need any technical support during the use of our product, such as customization of software functions for our [technical product], our technical team can provide professional solutions. We also offer regular technical training to our customers to help them better understand and use our products. For instance, we can arrange on - site training sessions or online video tutorials according to your needs.”（我们公司拥有强大的技术研发团队。如果您在使用我们产品的过程中需要任何技术支持，比如对我们 [技术产品] 的软件功能进行定制，我们的技术团队可以提供专业的解决方案。我们还会定期为客户提供技术培训，帮助他们更好地理解和使用我们的产品。例如，我们可以根据您的需求安排现场培训课程或在线视频教程） 。

定制服务说明：“We understand that different customers may have unique requirements, so we offer customization services. Whether it's customizing the product's appearance, function, or packaging, we can work with you to meet your specific needs. For example, if you want a special logo or color for our [product], or need to add some specific functions to meet your business requirements, we can customize the product accordingly. However, please note that customization may involve some additional costs and longer production times, but we will try our best to minimize the impact and provide you with the best - tailored solution.”（我们了解不同客户可能有独特的需求，所以我们提供定制服务。无论是定制产品的外观、功能还是包装，我们都可以与您合作以满足您的特定需求。例如，如果您希望在我们的 [产品] 上有特殊的标识或颜色，或者需要添加一些特定功能以满足您的业务需求，我们可以相应地定制产品。不过请注意，定制可能会涉及一些额外费用和更长的生产时间，但我们会尽力将影响降至最低，并为您提供最量身定制的解决方案） 。

（四）客户压价的对应话术

表明底线，给出理由：“Dear customer, we truly value your business and understand your concern about the price. However, our current offer is already at a very competitive level, and the profit margin is quite slim. As I've detailed before, the cost of raw materials, labor, and other aspects is relatively high. We've tried our best to optimize the cost - effectiveness, but there's really no room for further price reduction. But we can ensure that you'll receive a high - quality product and excellent service.”（尊敬的客户，我们非常重视与您的合作，也理解您对价格的关注。但是，我们目前的报价已经极具竞争力，利润空间非常有限。正如我之前详细说明的，原材料、人工等各方面成本都比较高。我们已经尽力优化性价比，但实在没有进一步降价的空间了。不过，我们可以确保您收到高品质的产品和优质的服务） 。

转移焦点，强调价值：“I appreciate your effort to get a better price, but let's also consider the value our product brings. Our [product name] has unique features and advantages that can significantly improve your [customer's work/usage scenario] efficiency. For example, [list the unique features and their benefits]. Compared with other products in the market, it can help you save [X]% of [cost/time, etc.] in the long run. So, the price is actually a worthy investment considering the long - term returns.”（我很感谢您努力争取更优惠的价格，但让我们也考虑一下我们产品带来的价值。我们的 [产品名称] 具有独特的特性和优势，可以显著提高您的 [客户的工作 / 使用场景] 效率。例如，[列出独特特性及其好处]。与市场上其他产品相比，从长远来看，它可以帮助您节省 [X]% 的 [成本 / 时间等]。所以，考虑到长期回报，这个价格实际上是一项值得的投资） 。

提出替代方案：“If the current price is still a concern for you, we can explore some alternative solutions. For example, we have a basic version of the product that has most of the core functions but at a lower price. Or we can adjust some non - essential features according to your needs to reduce the cost. What do you think of these options?”（如果当前价格仍让您担忧，我们可以探讨一些替代方案。例如，我们有产品的基础版本，具备大部分核心功能，但价格较低。或者我们可以根据您的需求调整一些非关键特性以降低成本。您觉得这些方案怎么样？） 。

四、样品申请与寄送话术

（一）样品政策话术

样品收费说明：“Dear customer, thank you for your interest in our products and your request for samples. Regarding the sample policy, generally, we do charge for samples. The sample fee is calculated based on the actual cost of production, which includes raw materials, labor, and a reasonable profit margin. For example, the sample fee for our [product name] is [specific amount]. This is to ensure that we can cover the costs incurred in preparing and providing the samples.”（尊敬的客户，感谢您对我们产品的关注以及索取样品的请求。关于样品政策，通常我们会收取样品费用。样品费是根据实际生产成本计算的，其中包括原材料、人工以及合理的利润率。例如，我们 [产品名称] 的样品费为 [具体金额]。这是为了确保我们能够覆盖准备和提供样品所产生的成本） 。

下单后样品费处理方式：“If you place an order with us in the future, the sample fee you paid will be fully deductible from the total order amount. For instance, if your order amount is [order amount] and the sample fee is [sample fee amount], you only need to pay [order amount - sample fee amount] when making the payment for the order. This way, you can get a better understanding of our product quality through the sample, and at the same time, the sample fee will not be a waste of your cost.”（如果您日后向我们下单，您支付的样品费将可以从订单总金额中全额扣除。例如，如果您的订单金额为 [订单金额]，样品费为 [样品费金额]，在支付订单款项时，您只需支付 [订单金额 - 样品费金额]。这样，您可以通过样品更好地了解我们的产品质量，同时，样品费也不会白白浪费您的成本） 。

特殊情况免费样品说明：“However, under certain circumstances, we may provide free samples. If you are an existing long - term customer with a good cooperation history, or if your potential order quantity is large enough, we can consider offering free samples as a gesture of our appreciation for your business. For example, if your potential order quantity reaches [specific quantity], we will waive the sample fee. But in most cases, for new customers or small - scale inquiries, we do charge the sample fee as mentioned above.”（不过，在某些情况下，我们可能会提供免费样品。如果您是我们有良好合作历史的长期现有客户，或者您的潜在订单数量足够大，我们可以考虑提供免费样品，以表达我们对您业务的感谢。例如，如果您的潜在订单数量达到 [具体数量]，我们将免除样品费。但在大多数情况下，对于新客户或小批量询价，我们会按照上述方式收取样品费） 。

（二）物流跟踪话术

告知快递单号及预计送达时间：“Dear customer, we have sent out your sample via [express company name] on [shipment date]. The tracking number is [tracking number]. You can track the shipment status on the official website of the express company. According to the estimated delivery time provided by the express company, the sample is expected to arrive at your location within [number of days] days. Please feel free to let me know if you have any questions during the tracking process.”（尊敬的客户，我们已于 [发货日期] 通过 [快递公司名称] 寄出您的样品。快递单号是 [跟踪号码]。您可以在快递公司的官方网站上跟踪货物运输状态。根据快递公司提供的预计送达时间，样品预计将在 [天数] 天内送达您的所在地。在跟踪过程中，如果您有任何疑问，请随时告诉我） 。

样品签收提醒：“Once the sample is delivered and signed for, the express company will update the status on the tracking system. As soon as we see that it has been signed, we will inform you immediately. You can also set up notifications on the express company's website to be notified when the sample is received. We hope you will receive the sample in good condition and look forward to your feedback on the sample quality.”（一旦样品送达并被签收，快递公司会在跟踪系统中更新状态。我们一看到样品已被签收，就会立即通知您。您也可以在快递公司的网站上设置通知，以便在样品被接收时收到提醒。我们希望您能收到完好无损的样品，并期待您对样品质量的反馈） 。

物流延迟沟通：“We regret to inform you that there seems to be a delay in the delivery of your sample. According to the information from the express company, [reason for delay, such as bad weather, customs inspection]. Currently, the estimated new arrival time is [new estimated arrival date]. We are closely monitoring the situation and will keep you updated. We apologize for the inconvenience caused by the delay and hope you can understand. If you have any concerns or special requirements, please let us know, and we will do our best to assist you.”（很遗憾地通知您，您的样品运输似乎出现了延迟。根据快递公司的信息，[延迟原因，如恶劣天气、海关检查]。目前，新的预计到达时间是 [新的预计到达日期]。我们正在密切关注情况，并会随时向您更新。对于延迟给您带来的不便，我们深表歉意，希望您能理解。如果您有任何顾虑或特殊要求，请告知我们，我们将尽力为您提供帮助） 。

（三）费用说明话术

样品费和运费分别说明：“Dear customer, regarding the costs for the sample shipment, the sample fee is [sample fee amount], which is calculated based on the production cost as I mentioned before. And the shipping fee is [shipping fee amount], which depends on the weight, volume of the sample, and the destination. For example, if the sample is sent to [destination country/region], due to the long - distance transportation and high - cost shipping routes, the shipping fee is relatively high. The shipping fee is paid directly to the express company, and we will provide you with the official invoice for the shipping fee if you need it.”（尊敬的客户，关于样品寄送的费用，样品费为 [样品费金额]，这是按照我之前提到的生产成本计算的。运费为 [运费金额]，它取决于样品的重量、体积以及目的地。例如，如果样品寄往 [目的国家 / 地区]，由于运输距离远和运输路线成本高，运费相对较高。运费直接支付给快递公司，如果您需要，我们会为您提供运费的正式发票） 。

总价及支付方式说明：“The total cost for the sample and shipping is [total cost amount]. You can pay this amount through [list available payment methods, such as bank transfer, PayPal]. For bank transfer, our bank account information is as follows: [bank name, account number, account holder name, SWIFT code (if applicable)]. If you choose PayPal, you can directly send the payment to our registered PayPal email address: [PayPal email]. Please make sure to complete the payment within [payment due date] so that we can arrange the sample shipment as soon as possible.”（样品和运费的总费用为 [总费用金额]。您可以通过 [列出可用的支付方式，如银行转账、贝宝] 支付这笔费用。对于银行转账，我们的银行账户信息如下：[银行名称、账号、账户持有人姓名、SWIFT 代码（如适用）]。如果您选择贝宝支付，可以直接将款项发送到我们注册的贝宝邮箱地址：[贝宝邮箱]。请确保在 [付款截止日期] 前完成付款，以便我们尽快安排样品寄送） 。

避免纠纷的强调：“To avoid any misunderstandings or disputes in the future, we want to make it clear about the cost details. Once the payment is made, it is non - refundable except in cases of product quality issues. If you have any questions or need further clarification about the costs, please feel free to contact us before making the payment. We will be happy to answer all your questions and ensure that you fully understand the cost structure.”（为了避免未来可能出现的任何误解或纠纷，我们想明确费用细节。一旦付款，除非出现产品质量问题，否则不予退款。如果您在付款前对费用有任何疑问或需要进一步澄清，请随时与我们联系。我们很乐意回答您所有的问题，确保您完全理解费用构成） 。

五、订单确认话术

（一）合同条款话术

产品规格说明：“Dear customer, regarding the product specifications in the contract, for the [product name], the length is [specific length], the width is [specific width], and the height is [specific height]. The material used is [material name], which is known for its [advantages of the material, such as high strength, corrosion - resistance]. These specifications are strictly in line with the requirements we discussed before, and we will ensure that each product delivered meets these standards precisely.”（尊敬的客户，关于合同中的产品规格，对于 [产品名称]，长度为 [具体长度]，宽度为 [具体宽度]，高度为 [具体高度]。使用的材料是 [材料名称]，这种材料以 [材料的优点，如高强度、耐腐蚀] 而闻名。这些规格严格符合我们之前讨论的要求，我们将确保交付的每一件产品都能精确满足这些标准） 。

数量确认：“We have clearly stated in the contract that the order quantity is [quantity]. Please double - check if this quantity meets your expectations. If there are any changes in the quantity, please let us know as soon as possible, as it may affect the production schedule and cost.”（我们在合同中明确规定订单数量为 [数量]。请再次确认这个数量是否符合您的期望。如果数量有任何变化，请尽快告知我们，因为这可能会影响生产进度和成本） 。

质量标准解释：“The quality standard of our products is based on [specific quality standard, such as ISO [number] standard]. All products will go through strict quality inspections at every production stage. For example, in the [production process stage], we will conduct [specific inspection methods, like material composition testing, performance testing] to ensure that the quality of the final product meets the high - level requirements of this standard.”（我们产品的质量标准基于 [具体质量标准，如 ISO [编号] 标准]。所有产品在每个生产阶段都将经过严格的质量检验。例如，在 [生产工艺阶段]，我们将进行 [具体检验方法，如材料成分检测、性能测试]，以确保最终产品的质量达到该标准的高水平要求） 。

包装要求阐述：“In terms of packaging, we will use [packaging material, such as thick cardboard boxes with foam inserts] to ensure the safety of the products during transportation. Each product will be individually wrapped, and then packed in [packaging unit, like cartons with a certain number of products per carton]. The outer packaging will also be marked with [necessary markings, such as product name, quantity, weight, and handling instructions] for easy identification and handling.”（在包装方面，我们将使用 [包装材料，如带有泡沫内衬的厚纸板箱]，以确保产品在运输过程中的安全。每件产品将单独包装，然后装入 [包装单元，如每个纸箱装一定数量产品的纸箱]。外包装还将标注 [必要标识，如产品名称、数量、重量和搬运说明]，以便于识别和搬运） 。

（二）付款方式话术

介绍付款方式：“Dear customer, we offer several payment methods for your convenience. Firstly, we accept Telegraphic Transfer (T/T). In this method, you can transfer the payment to our designated bank account. The process is relatively simple. After you make the transfer, please send us the bank transfer receipt so that we can confirm the payment. Secondly, we also accept Letter of Credit (L/C). L/C is a reliable payment method, which provides a guarantee for both parties. The issuing bank will pay us according to the terms and conditions specified in the L/C when we submit the compliant documents. Additionally, we can consider other payment methods such as PayPal for small - value transactions, but please note that PayPal may charge certain fees.”（尊敬的客户，为了您的方便，我们提供几种付款方式。首先，我们接受电汇（T/T）。在这种方式下，您可以将款项转账到我们指定的银行账户。流程相对简单。您转账后，请将银行转账回执发送给我们，以便我们确认付款。其次，我们也接受信用证（L/C）。信用证是一种可靠的付款方式，为双方提供保障。当我们提交符合要求的单据时，开证行将根据信用证中规定的条款向我们付款。此外，对于小额交易，我们可以考虑其他付款方式，如贝宝，但请注意，贝宝可能会收取一定的费用） 。

阐述操作流程：

T/T 操作流程：“For T/T payment, first, you need to log in to your online banking or visit your local bank branch. Then, fill in our bank account information, including the bank name, account number, account holder name, and SWIFT code (if applicable). After the transfer is completed, please inform us of the transfer details, such as the transfer date, amount, and any reference numbers. Usually, the payment can be received within 1 - 3 working days, depending on the banks and the regions.”（对于电汇付款，首先，您需要登录您的网上银行或前往当地银行分行。然后，填写我们的银行账户信息，包括银行名称、账号、账户持有人姓名以及 SWIFT 代码（如适用）。转账完成后，请告知我们转账详情，如转账日期、金额和任何参考号码。通常，根据银行和地区的不同，款项可在 1 - 3 个工作日内到账） 。

L/C 操作流程：“Regarding L/C, the first step is for you to apply for an L/C at your bank. Your bank will issue the L/C based on the terms and conditions we have agreed upon, such as the amount, shipment date, and document requirements. Once we receive the L/C, our team will carefully review it to ensure that all the terms are acceptable. Then, we will start the production and prepare the necessary documents according to the L/C requirements. After the goods are shipped, we will submit the documents to our bank, and our bank will forward them to your bank for payment processing.”（关于信用证，第一步是您在您的银行申请开立信用证。您的银行将根据我们商定的条款，如金额、装运日期和单据要求开具信用证。一旦我们收到信用证，我们的团队将仔细审核，确保所有条款都可接受。然后，我们将开始生产，并根据信用证要求准备必要的单据。货物装运后，我们将单据提交给我们的银行，我们的银行会将其转交给您的银行进行付款处理） 。

强调注意事项：

T/T 注意事项：“When making a T/T payment, please make sure to double - check the bank account information to avoid any transfer errors. Also, be aware that some banks may charge transfer fees, which could be borne by either party. It's better to clarify this with your bank in advance. If there are any issues with the payment, such as a delay in receipt, please contact us immediately so that we can work together to solve the problem.”（进行电汇付款时，请务必仔细核对银行账户信息，以避免任何转账错误。此外，请注意一些银行可能会收取转账费用，费用可由任何一方承担。最好事先与您的银行澄清这一点。如果付款出现任何问题，如到账延迟，请立即与我们联系，以便我们共同解决问题） 。

L/C 注意事项：“For L/C, it's crucial to ensure that the terms in the L/C are consistent with our contract and the actual business situation. Any discrepancies could lead to payment delays or rejections. Please also note that the document requirements in the L/C are strict. We need to provide accurate and complete documents to meet the L/C requirements. If you have any questions or need to make any changes to the L/C terms, please communicate with us in a timely manner before the L/C is issued.”（对于信用证，确保信用证中的条款与我们的合同和实际业务情况一致至关重要。任何差异都可能导致付款延迟或拒付。另请注意，信用证中的单据要求很严格。我们需要提供准确完整的单据以满足信用证要求。如果您有任何疑问或需要对信用证条款进行任何更改，请在信用证开立之前及时与我们沟通） 。

（三）交期承诺话术

正常交期说明：“Dear customer, we are committed to delivering your order within [normal delivery time, such as 30 - 45 days after receiving the deposit and confirming all the details]. Our production team has a well - established production plan and process. Once we receive your order and the payment (if required in advance), we will immediately arrange the production. We have a strict schedule to ensure that each production stage is completed on time, and we expect to ship the goods to you within the promised time frame.”（尊敬的客户，我们承诺在 [正常交货时间，如收到定金并确认所有细节后的 30 - 45 天] 内交付您的订单。我们的生产团队有完善的生产计划和流程。一旦收到您的订单和款项（如果需要预付款），我们将立即安排生产。我们有严格的时间表，以确保每个生产阶段都能按时完成，预计将在承诺的时间内将货物发运给您） 。

可能影响交期的因素：“However, there are some factors that may potentially affect the delivery time. For example, if there are shortages of raw materials in the market, it may cause a delay in the procurement process. Or unexpected events like natural disasters, transportation disruptions, or labor strikes could also impact the production and shipping schedules. In addition, if there are any changes in the product specifications or order quantity during the production process, it may require us to adjust the production plan, which could lead to a delay.”（不过，有一些因素可能会影响交货时间。例如，如果市场上原材料短缺，可能会导致采购过程延迟。或者自然灾害、运输中断、劳工罢工等意外事件也可能影响生产和运输时间表。此外，如果在生产过程中产品规格或订单数量有任何变化，可能需要我们调整生产计划，这也可能导致延迟） 。

应对措施阐述：“But please rest assured, we have a series of contingency plans in place to deal with these situations. In case of raw material shortages, we have established long - term relationships with multiple suppliers. We will immediately contact alternative suppliers to ensure the timely supply of raw materials. For unexpected events, we closely monitor the situation and communicate with relevant parties, such as shipping companies and logistics providers, to find the best solutions. If there are changes in the order, we will communicate with you promptly to discuss the new situation and adjust the delivery time as reasonably as possible. We will always keep you informed of the production and delivery progress, and do our best to ensure that the goods reach you as soon as possible.”（但请放心，我们有一系列应急计划来应对这些情况。万一原材料短缺，我们与多家供应商建立了长期合作关系。我们将立即联系备选供应商，以确保原材料的及时供应。对于意外事件，我们会密切关注情况，并与船运公司、物流供应商等相关方沟通，寻找最佳解决方案。如果订单有变化，我们会及时与您沟通，讨论新情况，并尽可能合理地调整交货时间。我们会随时向您通报生产和交付进度，尽最大努力确保货物尽快送达您手中） 。

六、生产跟进沟通模板

（一）进度汇报话术

定期邮件汇报：“Dear [客户姓名], I hope this email finds you well. I'm writing to update you on the production progress of your order (Order No. [订单编号]). As of today, the raw material procurement has been completed, and the production has entered the assembly stage. So far, [X]% of the products have been assembled successfully. We expect to complete the entire production within [预计完成天数] days as scheduled, and then move on to the quality inspection process. Please feel free to let me know if you have any questions or special requirements.”（尊敬的 [客户姓名]，希望这封邮件能让您一切安好。我写信是为了向您更新您订单（订单编号：[订单编号]）的生产进度。截至今日，原材料采购已完成，生产已进入组装阶段。目前，已成功组装 [X]% 的产品。我们预计按计划在 [预计完成天数] 天内完成全部生产，然后进入质量检验流程。如果您有任何问题或特殊要求，请随时告知我） 。

即时通讯工具汇报：“Hi [客户姓名], just to let you know the latest production status of your order. The production is going smoothly. We've finished the machining process and are now doing the surface treatment. It's estimated that we'll complete the production by [预计完成日期]. I'll keep you updated.”（嗨，[客户姓名]，只是想让您了解一下您订单的最新生产状态。生产进展顺利。我们已经完成了机械加工工序，现在正在进行表面处理。预计我们将在 [预计完成日期] 完成生产。我会随时向您更新） 。

（二）问题反馈话术

问题出现时的紧急通知：“Dear [客户姓名], I'm sorry to inform you that an unexpected issue has occurred during the production of your order. Due to [具体问题原因，如 a machine breakdown in the production line（生产线一台机器故障）], the production has been temporarily suspended. We immediately organized a team of technicians to conduct emergency repairs, and they estimate that it will take about [预计修复时间] to fix the problem. As a result, the delivery time may be delayed by [预计延迟天数] days. We sincerely apologize for the inconvenience caused and will do our best to minimize the impact.”（尊敬的 [客户姓名]，很抱歉地通知您，在您订单的生产过程中出现了一个意外问题。由于 [具体问题原因]，生产暂时中断。我们立即组织了技术人员进行紧急维修，他们估计大约需要 [预计修复时间] 来解决问题。因此，交货时间可能会延迟 [预计延迟天数] 天。我们对给您带来的不便深表歉意，并将尽最大努力将影响降至最低） 。

解决方案及后续计划沟通：“Dear customer, we've come up with a solution to address the production issue. In addition to the emergency repair, we plan to allocate additional manpower and resources to the production line once the machine is repaired. This way, we can speed up the production process to catch up on the lost time. We'll also closely monitor the production progress to ensure that everything goes smoothly. We'll keep you updated on the progress every day until the order is completed. Again, we're really sorry for the trouble, and we appreciate your understanding.”（尊敬的客户，我们已经想出了解决生产问题的方案。除了紧急维修外，一旦机器修复，我们计划为生产线调配额外的人力和资源。这样，我们可以加快生产进程，弥补损失的时间。我们还将密切监控生产进度，以确保一切顺利进行。在订单完成之前，我们每天都会向您更新进度。再次为给您带来的麻烦表示歉意，感谢您的理解） 。

（三）质量确认话术

生产过程中的质量把控沟通：“Dear [客户姓名], during the production process, we've been strictly following the quality control procedures. We conduct regular inspections at each production stage. For example, in the [生产阶段名称] stage, we've carried out [具体检验项目，如 material quality tests（材料质量测试）] on [X]% of the products produced so far, and all the results have met our high - quality standards. We'll continue to maintain this high - level quality control to ensure that the final products meet your expectations.”（尊敬的 [客户姓名]，在生产过程中，我们一直严格遵循质量控制程序。我们在每个生产阶段都进行定期检查。例如，在 [生产阶段名称] 阶段，我们对目前已生产的 [X]% 的产品进行了 [具体检验项目]，所有结果都符合我们的高质量标准。我们将继续保持这种高水平的质量控制，以确保最终产品符合您的期望） 。

产品完成后的质量确认：“Dear customer, the production of your order has been completed, and we've conducted a comprehensive final quality inspection. All products have passed the inspection according to the [质量标准名称] standard. We've prepared detailed inspection reports, which I can send to you if you need. We're confident that the products will meet your quality requirements. If you have any questions or need further verification, please feel free to let us know.”（尊敬的客户，您的订单生产已完成，我们进行了全面的最终质量检验。所有产品都按照 [质量标准名称] 标准通过了检验。我们已准备了详细的检验报告，如果您需要，我可以发给您。我们相信产品将满足您的质量要求。如果您有任何疑问或需要进一步核实，请随时告知我们） 。

七、物流运输话术

（一）运输方式选择话术

海运推荐话术：“Dear customer, considering the large quantity and relatively low - value - per - unit of your goods, ocean freight might be the most suitable transportation method for you. Ocean shipping has a large carrying capacity, which can meet your large - scale order requirements. For example, a 20 - foot container can usually carry around [X] tons of general cargo. And the cost - effectiveness is very high. In terms of cost, compared with other transportation methods, ocean freight is much lower, which can significantly reduce your logistics costs. However, it should be noted that the shipping time is relatively long. Generally, it takes about [number of days] days from [port of departure] to [port of destination]. But if you are not in a hurry for the goods and want to save costs, ocean freight is an excellent choice.”（尊敬的客户，考虑到您货物的数量较大且单位价值相对较低，海运可能是最适合您的运输方式。海运承载量大，能够满足您的大规模订单需求。例如，一个 20 英尺的集装箱通常可以装载约 [X] 吨的普通货物。而且性价比非常高，在成本方面，与其他运输方式相比，海运费用要低得多，这可以显著降低您的物流成本。不过需要注意的是，运输时间相对较长。通常从 [起运港] 到 [目的港] 大约需要 [天数] 天。但如果您对货物到货时间要求不紧急且希望节省成本，海运是一个绝佳的选择） 。

空运推荐话术：“If your goods are high - value items, such as [specific high - value products like electronics, jewelry], or you have urgent delivery requirements, air freight would be a better option. The biggest advantage of air freight is its high speed. It can usually deliver the goods to your destination within [number of days] days, which is very suitable for time - sensitive products. For example, if you need to launch a new product in the market quickly, air freight can ensure that the goods arrive in time for the marketing plan. In addition, air freight also provides relatively high - quality handling and transportation services, which can better protect the safety of your goods. But the drawback is that the cost is relatively high, and the transportation volume is limited. So, if speed is your top priority, air freight is definitely worth considering.”（如果您的货物是高价值物品，如 [具体的高价值产品，如电子产品、珠宝]，或者您有紧急的交货要求，空运将是更好的选择。空运最大的优势是速度快。通常可以在 [天数] 天内将货物送达您的目的地，这非常适合对时间敏感的产品。例如，如果您需要快速在市场上推出新产品，空运可以确保货物及时到达以配合营销计划。此外，空运还提供相对优质的装卸和运输服务，能更好地保护您货物的安全。但缺点是成本相对较高，运输量有限。所以，如果速度是您的首要考虑因素，空运绝对值得考虑） 。

陆运推荐话术：“For goods transported to neighboring countries or regions, or if the transportation distance is relatively short, land transportation can be a practical choice. Road transportation, for instance, offers great flexibility. We can arrange door - to - door delivery, which means the goods can be directly transported from our factory to your warehouse, saving you the trouble of multiple transfers. It is also very convenient for small - scale orders. If it's railway transportation, it has a relatively large carrying capacity and is less affected by weather conditions compared to road transportation. For example, a freight train can carry a large amount of goods at one time. Although the speed of land transportation is generally slower than air freight, it is faster than ocean freight in short - distance transportation. And the cost is usually between air freight and ocean freight. So, depending on your specific situation, land transportation might be a good fit.”（对于运往邻国或地区的货物，或者运输距离相对较短的情况，陆运可能是一个切实可行的选择。例如公路运输，灵活性很强。我们可以安排门到门的运输服务，这意味着货物可以直接从我们的工厂运送到您的仓库，省去了多次转运的麻烦。对于小批量订单也非常方便。如果是铁路运输，它的承载量较大，并且与公路运输相比受天气条件的影响较小。比如，一列货运列车一次可以运载大量货物。虽然陆运速度一般比空运慢，但在短距离运输中比海运快。而且成本通常介于空运和海运之间。所以，根据您的具体情况，陆运可能是一个不错的选择） 。

（二）保险说明话术

保险种类介绍：“Dear customer, when it comes to transportation insurance, there are mainly three types: FPA (Free from Particular Average), WPA (With Particular Average), and All Risks. FPA mainly covers losses caused by natural disasters and accidents during transportation, such as shipwrecks, fires, and explosions. WPA not only includes the scope of FPA but also compensates for partial losses caused by natural disasters. All Risks, as the name implies, provides the most comprehensive protection. It covers all losses and damages to the goods during transportation, except for some special exclusions clearly stated in the insurance policy, like losses due to the inherent vice of the goods.”（尊敬的客户，关于运输保险，主要有三种类型：平安险（FPA）、水渍险（WPA）和一切险。平安险主要承保运输过程中因自然灾害和意外事故造成的损失，如船舶失事、火灾和爆炸等。水渍险不仅包括平安险的范围，还对自然灾害造成的部分损失进行赔偿。一切险，顾名思义，提供最全面的保障。它承保货物在运输过程中的所有损失和损坏，但保险单中明确规定的一些特殊除外责任除外，比如因货物本身的固有缺陷导致的损失） 。

保险金额确定：“The insurance amount is usually calculated based on the value of the goods. We generally recommend insuring the goods at 110% of the CIF (Cost, Insurance and Freight) value. This additional 10% is to cover potential profit margins and other related expenses. For example, if the CIF value of your goods is \(10,000, the recommended insurance amount would be \)11,000. This way, in case of any loss or damage to the goods during transportation, you can get more comprehensive compensation.”（保险金额通常根据货物的价值计算。我们一般建议按照 CIF（成本、保险加运费）价值的 110% 为货物投保。这额外的 10% 是为了涵盖潜在的利润率和其他相关费用。例如，如果您货物的 CIF 价值为 10,000 美元，建议的保险金额将为 11,000 美元。这样，万一货物在运输过程中发生任何损失或损坏，您可以获得更全面的赔偿） 。

保险费用说明：“The insurance premium is determined by several factors, including the type of goods, the transportation route, the insurance type, and the insurance amount. Generally speaking, the higher the risk of the transportation route and the more valuable the goods, the higher the insurance premium. For example, if the goods are fragile items or are transported to a region with unstable political or security conditions, the insurance premium will be relatively high. The insurance premium rate for general goods under All Risks insurance might be around [X]% of the insurance amount. So, if the insurance amount is \(10,000, the insurance premium would be approximately \)[premium amount].”（保险费由几个因素决定，包括货物类型、运输路线、保险类型和保险金额。一般来说，运输路线的风险越高，货物价值越高，保险费就越高。例如，如果货物是易碎物品，或者运往政治或安全条件不稳定的地区，保险费会相对较高。一般货物在一切险下的保险费率可能约为保险金额的 [X]%。所以，如果保险金额为 10,000 美元，保险费大约为 [保险费金额] 美元） 。

理赔流程讲解：“In the unlikely event that your goods are damaged or lost during transportation and you need to file a claim, first, you should immediately notify the insurance company and us. The insurance company will then send an inspector to assess the damage or loss. You need to provide relevant documents, such as the insurance policy, the bill of lading, the commercial invoice, and the inspection report of the damaged goods. After the insurance company verifies the claim, if it is within the scope of insurance liability, they will calculate the compensation amount according to the terms of the insurance policy and pay the compensation to you in a timely manner. Usually, the claim - handling process takes about [number of days] days, but it may vary depending on the complexity of the case.”（万一您的货物在运输过程中损坏或丢失需要索赔，首先，您应立即通知保险公司和我们。然后保险公司会派检验员评估损失情况。您需要提供相关文件，如保险单、提单、商业发票和受损货物的检验报告。保险公司核实索赔后，如果在保险责任范围内，他们将根据保险单条款计算赔偿金额，并及时向您支付赔偿款。通常，理赔流程大约需要 [天数] 天，但可能会因案件的复杂程度而有所不同） 。

（三）清关指导话术

所需文件告知：“Dear customer, for the customs clearance process, you will need to prepare several important documents. Firstly, a commercial invoice, which should clearly state the details of the goods, including the product name, quantity, unit price, and total value. Secondly, a packing list, listing the contents of each package, such as the number of items, the weight, and the volume of each package. A bill of lading (for ocean freight) or an airway bill (for air freight) is also essential, as it serves as a receipt for the goods and evidence of the transportation contract. In addition, depending on the nature of the goods and the destination country's regulations, you may need to provide a certificate of origin to prove where the goods are produced. For some special products, like food or medical devices, there may be additional certificates or licenses required, such as a food safety certificate or a medical device registration certificate.”（尊敬的客户，对于清关流程，您需要准备几份重要文件。首先是商业发票，上面应清楚地注明货物的详细信息，包括产品名称、数量、单价和总价值。其次是装箱单，列出每个包装的内容，如每个包装内的物品数量、重量和体积。提单（海运时）或空运提单（空运时）也至关重要，因为它是货物的收据和运输合同的证明。此外，根据货物的性质和目的国的法规，您可能需要提供原产地证书以证明货物的产地。对于一些特殊产品，如食品或医疗器械，可能还需要其他证书或许可证，如食品安全证书或医疗器械注册证书） 。

清关流程解释：“The customs clearance process generally goes like this. First, the goods arrive at the destination port or airport. Then, the customs will conduct a document review. They will check the documents you provided to ensure that the information is accurate and complete, and that the goods comply with the import regulations of the destination country. After the document review, the customs may conduct a physical inspection of the goods. This is to verify that the actual goods match the information on the documents. If the goods pass the inspection and all the taxes and duties are paid (the customs will calculate the taxes based on the type and value of the goods), the customs will issue a release notice, and the goods can then be picked up and transported to your final destination. However, different countries may have some differences in the specific procedures, so it's important to be familiar with the local customs regulations in advance.”（清关流程一般是这样的。首先，货物到达目的港或机场。然后，海关会进行文件审核。他们会检查您提供的文件，以确保信息准确完整，并且货物符合目的国的进口法规。文件审核后，海关可能会对货物进行实物检查。这是为了核实实际货物与文件上的信息是否一致。如果货物通过检查并且所有税费都已缴纳（海关会根据货物的类型和价值计算税费），海关将发出放行通知，然后货物就可以提取并运输到您的最终目的地。不过，不同国家的具体程序可能会有一些差异，所以提前熟悉当地海关法规很重要） 。

可能遇到的问题及解决方法：“During the customs clearance process, there may be some issues. For example, if the documents are incomplete or inaccurate, the customs may delay the clearance or even reject the goods. In this case, you need to quickly supplement or correct the documents according to the customs' requirements. If the customs find that the goods do not meet the relevant quality or safety standards, they may require additional inspections or even confiscate the goods. To avoid this, it's crucial to ensure that your goods comply with the destination country's standards before shipment. Another common problem is the issue of taxes and duties. Sometimes, the calculated taxes may be higher than expected. If you have any questions about the tax calculation, you can consult a professional customs broker or contact the local customs directly to understand the specific tax policies and regulations. In any case, we will do our best to assist you in handling these issues and ensure the smooth customs clearance of your goods.”（在清关过程中，可能会出现一些问题。例如，如果文件不完整或不准确，海关可能会延迟清关甚至拒收货物。在这种情况下，您需要根据海关要求迅速补充或更正文件。如果海关发现货物不符合相关质量或安全标准，他们可能会要求进行额外检查甚至没收货物。为避免这种情况，在发货前确保您的货物符合目的国的标准至关重要。另一个常见问题是税费问题。有时，计算出的税费可能比预期的高。如果您对税费计算有任何疑问，可以咨询专业的报关行或直接联系当地海关，了解具体的税收政策和法规。无论如何，我们将尽力协助您处理这些问题，确保您的货物顺利清关） 。

八、支付环节风险控制话术

（一）信用证条款话术

信用证种类介绍：“Dear customer, there are several types of letters of credit. The most common ones are irrevocable letters of credit. Once an irrevocable L/C is issued, it cannot be unilaterally modified or revoked by the issuing bank during the validity period without the consent of all parties involved. This provides a high - level of security for both the buyer and the seller. For example, if you are the buyer and issue an irrevocable L/C, the seller can be assured that as long as they meet the requirements of the L/C, they will receive payment. Another type is the confirmed letter of credit. In this case, in addition to the issuing bank's payment guarantee, a second bank (the confirming bank) also guarantees payment. This is especially useful when the seller has concerns about the creditworthiness of the issuing bank, as it adds an extra layer of security.”（尊敬的客户，信用证有几种类型。最常见的是不可撤销信用证。一旦不可撤销信用证开立，在有效期内未经所有相关方同意，开证行不能单方面修改或撤销。这为买卖双方都提供了高水平的保障。例如，如果您是买方并开具不可撤销信用证，卖方可以放心，只要他们满足信用证的要求，就会收到付款。另一种类型是保兑信用证。在这种情况下，除了开证行的付款保证外，另一家银行（保兑行）也对付款进行担保。当卖方对开证行的信誉有疑虑时，这种信用证特别有用，因为它增加了额外的保障） 。

开证流程说明：“The process of opening a letter of credit starts with you, the applicant (usually the buyer). You need to fill out an application form at your bank, specifying all the details such as the amount, the description of goods, the shipping date, and the required documents. The bank will then review your application and your creditworthiness. If everything is in order, the bank will issue the L/C according to your instructions. After that, the L/C will be sent to the beneficiary (usually the seller) through a correspondent bank, which is often the advising bank. For example, if you are importing goods from China, your bank in [your country] will issue the L/C, and it may be advised to the Chinese seller through a well - known international bank with branches in both countries.”（开立信用证的流程从您，即申请人（通常是买方）开始。您需要在您的银行填写一份申请表，详细说明所有细节，如金额、货物描述、装运日期和所需单据。然后银行会审核您的申请和您的信用状况。如果一切正常，银行将根据您的指示开立信用证。之后，信用证将通过代理行（通常是通知行）发送给受益人（通常是卖方）。例如，如果您从中国进口货物，您在 [您的国家] 的银行将开立信用证，它可能会通过一家在两国都有分支机构的知名国际银行通知中国的卖方） 。

审核要点沟通：“When you receive the letter of credit, it's crucial to review it carefully. First, check if all the terms and conditions match the sales contract. For example, the description of goods, quantity, price, and delivery date in the L/C should be exactly the same as those in the contract. Also, pay attention to the documents required. Make sure that you can provide all the documents specified in the L/C on time. For instance, if the L/C requires a certificate of origin issued by a specific chamber of commerce, you need to ensure that you can obtain such a certificate. Additionally, check the validity period of the L/C and the place of expiry. A short validity period may cause problems if there are any delays in the production or shipment process.”（当您收到信用证时，仔细审核它至关重要。首先，检查所有条款和条件是否与销售合同相符。例如，信用证中的货物描述、数量、价格和交货日期应与合同中的完全一致。同时，注意所需的单据。确保您能够按时提供信用证中规定的所有单据。例如，如果信用证要求由特定商会出具的原产地证书，您需要确保能够获得这样的证书。此外，检查信用证的有效期和到期地点。如果生产或装运过程有任何延误，较短的有效期可能会引发问题） 。

注意事项强调：“There are several important points to note about letters of credit. One of the key aspects is to avoid so - called'soft clauses'. These are clauses that make the payment under the L/C conditional on certain actions or approvals from the applicant or other third parties. For example, a clause stating that the shipment can only be made after the applicant's inspection and approval, which gives the applicant too much control and may put the seller at risk. Also, be aware of the fees associated with L/C transactions. There are usually fees for opening the L/C, amendment fees if there are any changes to the L/C terms, and other charges such as negotiation fees and reimbursement fees. It's advisable to clarify these fees with your bank in advance to avoid any unexpected costs.”（关于信用证有几个重要的注意事项。其中一个关键方面是要避免所谓的 “软条款”。这些条款使信用证项下的付款取决于申请人或其他第三方的某些行动或批准。例如，规定只有在申请人检验并批准后才能装运的条款，这给予申请人过多的控制权，可能使卖方处于风险之中。另外，要注意信用证交易相关的费用。通常有开证费，如果信用证条款有任何更改，还有修改费，以及其他费用，如议付费和偿付费。建议您提前与银行澄清这些费用，以避免任何意外成本） 。

（二）TT 支付注意事项话术

预付款比例协商：“Dear customer, regarding the TT payment method, we usually require a certain percentage of advance payment. A common practice is to ask for 30% of the total order amount as an advance payment. This advance payment serves as a commitment from your side and also helps us start the production process smoothly. For example, if the total value of your order is \(10,000, the advance payment would be \)3,000. However, we are also open to negotiation on the advance payment percentage based on our mutual trust and the specific circumstances of the order. If you have any concerns or other ideas, we can discuss them further.”（尊敬的客户，关于电汇付款方式，我们通常要求一定比例的预付款。常见的做法是要求订单总金额的 30% 作为预付款。这笔预付款是您方的一种承诺，也有助于我们顺利启动生产流程。例如，如果您的订单总价值为 10,000 美元，预付款将为 3,000 美元。不过，基于我们的相互信任和订单的具体情况，我们也愿意就预付款比例进行协商。如果您有任何顾虑或其他想法，我们可以进一步讨论） 。

尾款支付时间明确：“As for the remaining balance payment, in most cases, we expect it to be paid before the shipment or upon the receipt of the shipping documents, such as the bill of lading copy. This ensures that we can release the goods to you in a timely manner and also guarantees our financial security. For example, once the goods are ready for shipment and we provide you with the bill of lading copy, you can make the payment of the remaining 70% of the order amount. But if you have a different preference for the payment time, like a short - term credit period, we can consider it depending on your creditworthiness and our business relationship.”（至于尾款支付，在大多数情况下，我们期望在装运前或收到运输单据（如提单副本）时支付。这确保我们能够及时向您发货，也保障我们的资金安全。例如，一旦货物准备好装运，我们向您提供提单副本，您就可以支付订单金额剩余的 70%。但如果您对付款时间有不同的偏好，比如短期信用期，我们可以根据您的信誉和我们的业务关系来考虑） 。

银行手续费承担说明：“Regarding the bank handling fees for TT payments, it's important to clarify who will bear the fees. Generally, the fees are borne by the sender and the recipient respectively for the transactions within their own banks. For example, when you make the TT payment from your bank, your bank may charge a certain handling fee, which is your cost. And when our bank receives the payment, there may also be some fees on our side. To avoid any misunderstandings, we can specify in the contract which party is responsible for which part of the fees. If you have any special requests or if you want to negotiate on the fee - bearing arrangement, we can have a detailed discussion.”（关于电汇付款的银行手续费，明确由谁承担费用很重要。一般来说，手续费由汇款方和收款方在各自银行的交易中分别承担。例如，当您从您的银行进行电汇付款时，您的银行可能会收取一定的手续费，这是您的成本。当我们的银行收到款项时，我们这边也可能会有一些费用。为避免任何误解，我们可以在合同中明确哪一方负责哪部分费用。如果您有任何特殊要求，或者想就费用承担安排进行协商，我们可以详细讨论） 。

九、售后维护话术

（一）退换货处理话术

确认退换货请求：“Dear customer, thank you for contacting us. We have received your request for return or exchange. First, could you please confirm the order number? And briefly describe the problem you encountered with the product.”（尊敬的客户，感谢您与我们联系。我们已收到您的退换货请求。首先，您能否确认一下订单号？并简要描述一下您遇到的产品问题） 。

阐述退换货政策：“According to our return and exchange policy, if the product has quality problems, we will accept the return or exchange within [number of days] days after you receive the goods. For non - quality - related returns, such as wrong size selection, as long as the product is in its original condition, with all tags and packaging intact, we can also process the return or exchange, but you may need to bear the return shipping cost.”（根据我们的退换货政策，如果产品存在质量问题，在您收到货物后的 [天数] 天内，我们将接受退换货。对于非质量问题的退货，比如选错尺寸，只要产品保持原始状态，所有标签和包装完好，我们也可以办理退换货，但您可能需要承担退货运费） 。

提供退换货流程指导：“If your return or exchange request is approved, here is the process. First, please print out the return label we will send you. Then, carefully pack the product in its original packaging. After that, drop off the package at the designated courier service point. Once we receive the returned product and verify its condition, we will process the refund or exchange for you within [number of days] working days.”（如果您的退换货请求被批准，流程如下。首先，请打印出我们将发送给您的退货标签。然后，将产品仔细包装在原始包装中。之后，将包裹送到指定的快递服务点。一旦我们收到退回的产品并核实其状况，我们将在 [天数] 个工作日内为您办理退款或换货） 。

责任界定沟通：“If the problem is due to our product quality issues, we will be responsible for all the costs, including return shipping and replacement product shipping. However, if it is determined that the problem is caused by improper use on your part, such as damage caused by incorrect operation, we may not be able to cover all the costs. But we will still do our best to find a reasonable solution for you.”（如果问题是由于我们的产品质量问题导致的，我们将承担所有费用，包括退货运费和更换产品的运费。但是，如果确定问题是由您的不当使用造成的，比如因操作不当导致的损坏，我们可能无法承担所有费用。但我们仍会尽力为您找到合理的解决方案） 。

（二）客户投诉应对话术

安抚客户情绪：“Dear customer, we are extremely sorry to hear about the problem you encountered. We fully understand your frustration and disappointment. Please rest assured that we will do everything in our power to solve the problem for you.”（尊敬的客户，听到您遇到的问题，我们万分抱歉。我们完全理解您的沮丧和失望。请放心，我们会竭尽全力为您解决问题） 。

了解投诉原因：“Could you please describe the problem in detail? When did you notice the issue? And what exactly happened? The more information you can provide, the better we can understand the situation and find a solution.”（您能否详细描述一下问题？您什么时候发现这个问题的？具体发生了什么？您提供的信息越多，我们就越能了解情况并找到解决方案） 。

提出解决方案：“After carefully analyzing the situation, we propose the following solution. If it's a product quality problem, we will immediately arrange for a replacement or a full refund, depending on your preference. If it's a service - related issue, we will take steps to improve our service and provide you with compensation, such as a discount on your next order. What do you think of this solution?”（在仔细分析情况后，我们提出以下解决方案。如果是产品质量问题，我们将根据您的偏好立即安排更换或全额退款。如果是服务相关问题，我们将采取措施改进我们的服务，并为您提供补偿，例如下次订单的折扣。您觉得这个解决方案怎么样？） 。

跟进处理结果：“We will closely monitor the progress of the solution implementation. Once the problem is resolved, we will contact you to confirm whether you are satisfied with the result. If you still have any concerns or new problems, please don't hesitate to let us know. We are committed to ensuring your satisfaction.”（我们会密切关注解决方案的实施进度。问题解决后，我们会与您联系，确认您是否对结果满意。如果您仍然有任何顾虑或新问题，请随时告知我们。我们致力于确保您满意） 。

（三）长期关系维护话术

节日问候话术：“Dear [customer name], [Festival name] is around the corner. On behalf of [company name], I would like to send you our warmest greetings and best wishes. May this festival bring you joy, health, and prosperity. Thank you for your continuous support and cooperation. Looking forward to more pleasant cooperation in the future.”（尊敬的 [客户姓名]，[节日名称] 即将来临。我谨代表 [公司名称] 向您致以最诚挚的问候和最美好的祝愿。愿这个节日给您带来欢乐、健康和繁荣。感谢您一直以来的支持与合作。期待未来有更多愉快的合作） 。

新品推荐话术：“Dear customer, we are excited to introduce our new - launched [product name] to you. This product is the result of our latest R & D efforts and features [list the new features]. It has received positive feedback from our test users. We believe it can bring more value to your business. If you are interested, I can send you more detailed information and samples.”（尊敬的客户，我们很高兴向您介绍我们新推出的 [产品名称]。这款产品是我们最新研发的成果，具有 [列出新特性]。它已经收到了测试用户的积极反馈。我们相信它能为您的业务带来更多价值。如果您感兴趣，我可以给您发送更详细的信息和样品） 。

定期回访话术：“Dear [customer name], it's been a while since our last cooperation. We would like to conduct a follow - up to see how our products are performing for you. Are you satisfied with the product quality and service? Do you have any suggestions or new requirements? Your feedback is very important to us, as it helps us improve our products and services.”（尊敬的 [客户姓名]，距离我们上次合作已经有一段时间了。我们想进行一次回访，了解我们的产品在您那里的使用情况。您对产品质量和服务满意吗？您有任何建议或新的需求吗？您的反馈对我们非常重要，因为它有助于我们改进产品和服务） 。

外贸话术库使用说明：

1. 根据客户所在国家调整贸易术语（如欧洲常用 CIF，中东常用 FOB）

2. 重要沟通需通过邮件确认，避免口头承诺

3. 建立客户档案，记录每次沟通关键点

4. 定期更新行业数据，保持话术专业性

建议外贸新人结合企业实际业务流程，将上述模板与 AB客CRM 系统（免费）结合使用，逐步建立个性化的话术库。