有道是:锦上添花易，雪中送炭难。当客户觉得山穷水尽时，再给他一点阳光，便会倍觉来之不易。小编今日迎着这南京城的鹅毛大雪，来给大家分享这个外贸达人阴阳鱼“雪中送炭”的客户谈判技巧——顿挫手法。

我们通过一个案例来看看是怎么样的手法。案例如下：

有一客户德国的，已经预定好了样品，且样品费也付了。但是出运时遇到了一个难题，就是客户没有到付账号。业务员联系了快递费要600美金。客户这边没有意见也确认了，可是恰巧客户老板不在，款付不出。需要让业务员他们代付，客户下周再付给业务员他们。

Dear Amanda, we can not wait any more, please send it ASAP, we need to present the room in end of next week.

I don’t think, if we can arrange the payment for you today, because 4 people need to sign the pay order before money will transferred and our boss now in Amsterdam.

Please change also you invoice, the invoice address is wrong.

We are paid already the sink cost, please put only delivery cost.

Please don’t wait for payment and then send it, we have 120 Hotels, believe me we will pay next week, when our boss will be in Berlin.

It is very important for us to have the sink until end of next week.

Many Thanks.

Mit freundliche Grüßen / Best regards

业务员回复：

Dear Alex,

We fully understand your situation. While all customers pay freight before delivery.

If it is send to China,we would give you a special arrangement to deliver goods soon. While now it is send to Hamberg,the freight charge is much more than goods itself, definitely the financial department will not sign the release for us.

Can you do me a favor, to get other solution to pay this?

该业务员在发出邮件之前向外贸达人汇报了此项工作，在看过客户的邮件后，发现这个客户还是可信的，便决定600美金的风险还是值得冒的。按照德国人做事的风格，他们的信用一般不会错，给予客户足够的信任，客户也会以忠诚对之。这是他们第一次跟这个德国客户合作，最后选择了信任客户，把业务员的邮件做了修改。

Dear Alex,

Thanks a lot for your email. I fully understand your situation, and need the basins urgently. （首先表示理解，empathy是必须的）

We have never had this case before. Normally all our customer pay for the freight to the freight company directly. In your case, I will have to apply for the funds from our financial department & our boss also. Our boss is also on a trip in Hebei province. So it sounds not workable to waiting for his return.（接着，第一撇清关系，就是说这个运费不是我们付的，都是客户自己付的，话需要说得委婉点。然后，找困难，顿挫一下。和他一模一样的理由，他也不好说什么）

Anyway, we need to work out this situation, as you need the samples so urgent. So I will pay the freight by myself first, so you will receive them in time. I fully trust you will wire them to me when your boss come back.

Best regards。

假设如果没有之前的顿挫，后面的帮助，或者让步，客户就只无法觉得是应该的。在谈判的时候要切记，不能因成单心切就一味的迁就客户的要求，往往那种得来不易，客户才觉得弥足珍贵，才有成就感，才会珍惜。所谓顿挫手法，就拿案例来说就是有了这个顿挫。又加上业务员私人给垫付了费用，客户更觉得亏欠你啊，有机会要补偿下。

其实任何一种关系，人与人的心里无形之中都会有一个天平，当别人觉得欠你的，他们会找机会想法回报，这个天平才能平衡，否则，他内心里可能有压力。这个其实就是黄金定律的本质。

怎么样，小伙伴们？看完这个“雪中送炭”的案例是不是有所启发，想找一些客户来施展技能了呢？

苏维智搜软件能助你高效率获得客户。每天搜索几千数据——群发开发信——收到询盘，点一下鼠标软件帮您完成。你要做的就是尽情施展你的谈判技能，拿下客户，赢得订单。