与外贸客户达成索赔金额的协商

一、如何同外贸客户谈判索赔金额

1. 谈判技巧

在收到客户索赔的申请后，业务员需要考虑如何解决问题，而不是一味让步或者一味强硬。谈判需要技巧，需要在减少双方损失的前提下，为未来的继续合作铺平道路。

2. 邮件模板

当双方商定金额时，要考虑发送邮件，详细说明双方之间的协议：

Dear Melisa ,

l have discussed with my boss about the compensation cost. We couldn't accept the double charge for this order.

Actually ，all the items should be recalled. But it is unfair to charge us all the products cost，freight cost，import tax & your retail margin. We sent you the final samples before mass production , and were confirmed by your engineering team. It is obviously that the quality was OK.

By the way ,all of our products were UL approved ，and strictly according to US standard. It is unfortunately that we have to recall the products to avoid the potential danger. But in our opinion，we could realize each other to improve the situation.

Please help to find our 2 suggestions as follows :

1. We could transfer the money back for this order , without any additional charge. In future orders this year , we could keep the price and give you a 20% discount as compensation.

2. We'll ship a newe wave of products as quickly as possible ，and accept to give you USD 3 000 as compensation cost.

Please check with your manager and give me reply soon.

Best regards,

Yan

3. 常用语句

业务员还应该准备一些常用语句来表明双方之间的协议：

(1) After due consideration，we accepted to pay for GBP 800 as compensation charge.

(2) Although we enjoy your products，we have to find an alternative because you don't have the CE certificate.

(3) It is unfair to charge us all the compensation cost.

(4)We have suffered a serious setback due to your poor quality.The claim was more than USD 3 0O0.

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常见问答(FQAS)

你可以与客户友好地沟通,提供损坏商品的照片作为证据。同时提供两个赔偿金额方案,由客户选择一个您都可以接受的金额。协商时应以最大限度满足客户需求为原则。如果无法达成一致,可以联系第三方调解或保险公司协助。

如果客户要求的赔偿明显高于实际损失,您可以友好但坚定地与客户沟通实际损失的依据,如提供报价单或评估报告。同时表示理解客户的困难,但也要代表自己公司的利益。如果还无法达成一致,可以考虑由第三方公正调解。您的目的是通过合作找到一个双方都能接受的解决方案。

针对同一客户多次索赔,需要查明问题原因,采取针对性纠正措施,如更换物流公司或加强物流质量管理。同时可以与客户说明问题已受到重视并采取纠正行动,但多次索赔将影响未来合作。如能提供相应证据,客户理解属正常商业决定。如果问题难以解决,也可以考虑调整客户的信用等级或停止新订单。