拉近客戶關(guān)系——首次和客戶會(huì)晤 Meeting a Client for the First Time

首次和客戶會(huì)晤　Meeting a Client for the First Time

首次會(huì)晤就要針對(duì)某項(xiàng)目和具體細(xì)節(jié)（nitty gritty）展開討論，這聽上去有些讓人望而卻步（daunting）。如果你感到緊張，不妨看看如下建議，這些內(nèi)容可以幫助你把握一些可預(yù)測(cè)的基本狀況（predictable bases）。

首先，一定要牢記客人的基本信息：名字、職位和所在部門等。尤其是在客人以群體形式出現(xiàn)的情況下，千萬(wàn)不要稱呼錯(cuò)了。見面時(shí)，主人要先做自我介紹以示禮貌，然后客人再做自我介紹。

☉Mr.Jones?Hi！I’m Jiao Qiu.Thanks for taking the time to meet with me today！

是瓊斯先生嗎？您好，我叫邱姣。感謝您今天抽出時(shí)間與我會(huì)面！

☉We’re glad you could make it today, Mrs.Hatch.I’m Thomas Chen.

感謝您今天能來，哈奇女士。我是托馬斯·陳。

☉I’ll be showing you around today.

我今天將帶您在周圍轉(zhuǎn)轉(zhuǎn)。

☉Please let me know if you have any questions.

如果您有什么問題就請(qǐng)告訴我。

☉Welcome to our office, did you find it okay?

歡迎來到我們的辦公室，好找嗎？

☉I’d like to introduce you to our office manager, Nelvin Guo.

我想介紹您認(rèn)識(shí)我們的辦公室經(jīng)理，奈爾文·郭。

滿懷信心

對(duì)你準(zhǔn)備好的內(nèi)容和要做的事情要滿懷信心（confidence）。掌握話語(yǔ)主動(dòng)權(quán)（get them to the table）。要消除緊張情緒，把所有的疑慮都拋到腦后（back of your mind）。

A：Mr. Jones, welcome to our office.I hope you found your way with no difficulty.

B：Yes, it was easy to find.

A：Shall we start right into our meeting?I am really looking forward to discussing our products with you.

A：瓊斯先生，歡迎您來到我們的辦公室。還好找吧？

B：是的，很容易找到的。

A：我們現(xiàn)在可以開始會(huì)議了嗎？我很期待與您探討我們的產(chǎn)品。

挑選會(huì)晤地點(diǎn)

挑選會(huì)晤地點(diǎn)是不容忽視的細(xì)節(jié)之一。有時(shí)候最好是在公共場(chǎng)所（public place），例如咖啡廳或餐廳。有時(shí)候你可以邀請(qǐng)你的客人去你的辦公室或工作場(chǎng)所（place of work）。場(chǎng)所是否配備網(wǎng)絡(luò)也很重要。當(dāng)然最重要的是你和客戶都感覺自在舒適（at ease）。

☉Shall we meet at Starbucks?

我們是否可以在星巴克咖啡廳碰面？

☉If you’ll follow me, I’ll show you to the conference room.We can hold our meeting in there.

請(qǐng)你跟我來，我?guī)タ匆幌聲?huì)議室。我們可以在那里開會(huì)。

☉The office is a little stuffy.Let’s make our way to the coffee bar across the street. They have wireless Internet, so we can discuss our project there.

辦公室里有點(diǎn)悶，我們一起到街對(duì)面的咖啡廳去吧。他們有無線網(wǎng)絡(luò)，我們可以在那里討論我們的計(jì)劃。

態(tài)度積極

考慮著裝和形象，給客戶一個(gè)好印象（good impression）。穿著要專業(yè)、整潔（well-groomed），并且準(zhǔn)時(shí)到會(huì)，積極傾聽并且適時(shí)發(fā)問。這樣才會(huì)體現(xiàn)出你對(duì)他們講的感興趣。問些有實(shí)際意義的問題（open ended questions）和有承接性的問題（follow-up questions）來保證對(duì)話不冷場(chǎng)。

☉What do you think about……?

對(duì)于……你是怎么想的？

☉Tell me more about……

能否告訴我更多有關(guān)……

☉So you mean that……

那你的意思是……

☉Let me see if I am understanding correctly.You mean……?

讓我看一下我的理解是否正確。你的意思是……

☉Would you rather……?

您愿意……嗎？

明確目標(biāo)

對(duì)各自的目的都要有所了解。通過富有成效的溝通（effective communication）來達(dá)到會(huì)晤目的，同時(shí)要和客戶建立良好的關(guān)系（build a relationship）。確認(rèn)你理解了客戶的要求（requirements），以此來保證提供的服務(wù)正是客戶所需的。實(shí)現(xiàn)上述目標(biāo)的最好辦法就是以清單記錄的形式來總結(jié)。

☉So tell me what I can do for you?

請(qǐng)告訴我有什么可以幫您的？

☉What specific products and services are you interested in?

您對(duì)哪些產(chǎn)品和服務(wù)感興趣？

☉Can I answer any questions for you?

有什么問題我可以為您解答嗎？

☉What we’d like to accomplish today is……

我們希望今天能夠完成……

☉We’re looking to……

我們期待……

☉We hope that by the end of our time together today, we can……

我們希望利用大家在一起的時(shí)間完成……

總結(jié)

擺正自己的位置，弄清我是誰(shuí)、他是誰(shuí)，就可以“勝似閑庭信步”；明白我要什么、他要什么，就能舉重若輕、權(quán)責(zé)分明、充分準(zhǔn)備、周到考慮，就能信手拈來，有備無患。即便是第一次與客戶會(huì)晤，也不會(huì)緊張。

Words　單詞表

coffee bar咖啡廳

corporate合作

deadline最后期限

department head部門經(jīng)理

fabric面料

laptop筆記本電腦

line線

requirement要求

stuffy乏味的，悶的

swatch色板，顏色板

textile紡織品

via經(jīng)過，經(jīng)由

Phrases　短語(yǔ)表

across the street橫過馬路，街對(duì)面

burn the midnight oil開夜車，挑燈夜戰(zhàn)

find one's way找到自己的路

wireless Internet無線網(wǎng)絡(luò)

get busy開始忙碌

hold a meeting召開、舉行會(huì)議

if you like如果您愿意

let us know讓我們知道

looking forward to展望，期望

make it達(dá)到目的，獲得成功

make our way to（place）讓我們?nèi)ィ程帲?

office manager業(yè)務(wù)經(jīng)理，辦公室經(jīng)理

products and services產(chǎn)品和服務(wù)

show sb to（place）給某人展示（某處）

start right in啟動(dòng)權(quán)

take the time（to do sth）花時(shí)間做（某事）

wireless card無線網(wǎng)卡

實(shí)景對(duì)話1

A：Mr. Jones?Hi！I'm Jiao Qiu.Thanks for taking the time to meet with me today！I'd like to introduce you to our office manager, Nelvin Guo. The office is a little stuffy.Let's make our way to the coffee bar across the street.They have wireless Internet, so we can discuss our project there.

B：Oh, okay. My computer doesn't have a wireless card though……

A：Oh, well that's no problem. We could also hold our meeting here if you like. We can give you an Ethernet cable for your laptop.If you'll follow me, I'll show you to the conference room.We can hold our meeting in there.

B：Great.

A：So tell me more about your requirements for this project. What kind of deadline are we talking about?

B：Our corporate deadline is in two weeks, but the department head has given us a deadline of next Tuesday.

A：So you mean that we've got to really get busy！You want to get all the reports written and reviewed before next Thursday.

B：No, not before next Thursday.Before next Tuesday.

A：Wow, we've got to burn the midnight oil on this one！

A：是瓊斯先生嗎？您好，我是邱姣。感謝您今天抽時(shí)間與我會(huì)面！我想介紹您認(rèn)識(shí)我們的辦公室經(jīng)理，奈爾文·郭。辦公室有點(diǎn)悶，我們到街對(duì)面的咖啡廳吧。他們有無線網(wǎng)絡(luò)，我們可以在那里討論我們的計(jì)劃。

B：哦，好的。但是我的電腦沒有無線網(wǎng)卡……

A：哦，那沒問題。如果您愿意的話，我們也可以在這里開會(huì)。我們可以給您的手提電腦提供網(wǎng)絡(luò)線。如果您愿意跟我來的話，我?guī)タ匆幌聲?huì)議室。我們可以在那里開會(huì)。

B：好極了。

A：那請(qǐng)您再告訴我一些關(guān)于你們對(duì)這個(gè)項(xiàng)目的要求。我們現(xiàn)在談的最后時(shí)限是什么時(shí)間？

B：我們公司的最后時(shí)限是兩周，但是部門領(lǐng)導(dǎo)給我們的最后期限是下周二。

A：那您的意思是說從現(xiàn)在起我們就得忙起來了！您希望在下周四前拿到所有寫好并審查過的報(bào)告。

B：不，不是在下周四前，而是下周二前。

A：哇！看來這次我們得挑燈夜戰(zhàn)了。

實(shí)景對(duì)話2

A：I'm glad you could make it today, Mrs. Hatch.I'm Thomas Chen.I'll be showing you around today. This is Martin Shen, our production manager.Please let us know if you have any questions.

B：Welcome to our offices, Mrs. Hatch.I hope you found your way with no difficulty.

C：Yes, it was easy to find, thank you.

B：Before Thomas gives you a tour of the office, shall we start right into our meeting?I am really looking forward to discussing our products with you.

C：Oh, okay.

B：What specific products and services are you interested in?

C：From looking at the materials you sent me via e-mail, I think we are more interested in your textile line.

B：Can I answer any questions for you about the items you are interested in?

C：Actually I have several questions. We're looking to make an order of several hundred containers. What we'd like to accomplish today is to review the types and qualities of fabric we have to choose from.

B：Certainly！Thomas, would you please go get the catalog of fabric swatches for Mrs. Hatch to review?

A：I'd be happy to！

B：We hope that by the end of our time together today, we can help answer all of your questions and make a production order.

A：我們很高興您能來，哈奇女士。我是托馬斯·陳。我今天帶您在周圍轉(zhuǎn)轉(zhuǎn)。

這位是馬丁·沈，我們的生產(chǎn)經(jīng)理。有什么問題就請(qǐng)告訴我們。

B：歡迎來到我們的辦公室，哈奇女士。還好找吧？

C：是的，很容易找到，謝謝。

B：在托馬斯領(lǐng)您參觀我們辦公室之前，我們能否先開始我們的會(huì)議？我很期待和您探討我們的產(chǎn)品。

C：哦，好的。

B：您對(duì)哪些產(chǎn)品和服務(wù)感興趣？

C：通過查看您用電子郵件發(fā)給我的資料，我想我們對(duì)你們的紡織品更感興趣。

B：對(duì)您感興趣的項(xiàng)目，您有什么問題嗎？

C：事實(shí)上，我有幾個(gè)問題要問。我們目前要訂購(gòu)幾百個(gè)柜子。我們希望今天能夠確認(rèn)我們要挑選的布料類型和質(zhì)量。

B：當(dāng)然！托馬斯，您能否拿布樣給哈奇女士看看？

A：好的。

B：我們希望利用我們?cè)谝黄鸬臅r(shí)間回答您所有的問題，然后確認(rèn)生產(chǎn)訂單。