一个天津做钛白粉的企业，美国的买家让业务员给她寄样品。因为是白色粉末（white powder），所以空运快递需要做样品的DGM鉴定。买家购买的意向很明确，提供了Fedex的快递账号，愿意承担运费。但是双方在DGM的检测费用上产生分歧。
下面是双方的邮件往来（按时间顺序），买家为蓝色字体，业务员为灰色字体。
Dear M. Ann:
Thank you for your continued information. Please advise status of the sample. Please feel free to utilize our Fedex account (X917-0X70-X) to facilitate the shipping.
I look forward to your return reply and confirmation.
业务员：
Dear XXX,
I am glad to reply in quickly, I come to office on Monday, I will confirm the accounts from you right now, but the Titanium Dioxide belong to white power so need DGM certificate everytime by air I think you can understand me, ok?
In order to send free sample pls pay for USD 75 as DGM certificate, our bank information as follow, pls as soon as quickly.
Dear Ann:
Thank you for your reply.
1. We have already provided our account number for our FedEx account. This way the freight does not cost you anything.
2. I don't understand what you are talking about concerning the $75 cost. We have asked other Chinese suppliers to send us a sample and in most cases, we don't even have to supply them with our FedEx account number.
3. We consume over 80 containers annually. If you are not interested in such business, please let us know.
业务员：
Dear XXX,
Thank you for your reply,
1. I am glad to business with you very much and I known you're high quality buyer so I would like send free sample to you, you can also visit our website:xxx, we have get SGS certificate
2.Titanium Dioxide belongs to white powder must be get DGM certificate can export by air, and this test must be done at a time per air, I guess your suppier sent sample didn't the same sample by air, pls confirm.
3.The sample is free but USD 75 just belongs to DGM certificate by per air.
Thanks
Ann
Hello,
I would like to thank you for your efforts, unfortunately for the time being we have 8 Titanium dioxide manufacturer are sending us samples via air without any charges, your company is the only one.
I regret to inform you for now we are no longer require your sample.
Again thank you very much for your efforts.
业务员：
Dear XXX
Thanks for your reply,
Thanks for your understand me very much, but this is rules by air maybe our company would love to assume the DGM certificate charge onece we can have a business at first, ok? I can do my best for your free sample. by the way we have time difference for us in order to easier contact if you can tell your MSN or SKYPE I will have a good talk and I will apply to our manager again, because our manager must be ask me information about you.
If you can visit our website we have get SGS logo, the quality is guarantee and our factory is strong strength.
I will do my best for your free sample and I must be apply to our manager again pls tell more information.
Ms. Ann,
Thank you for your reply, titanium dioxide is an inert pigment and not classified as a DG material under IATA regulations or for that matter under any air shipping worldwide, in addition all what you have to do is to hand over the sample to FedEx and they take of the paper work.
If you need any information about our company please go to our WEB site.
业务员：
Dear XXX
Thanks for your reply in timely, titanium dioxide belongs to General cargo isn't a dangerous goods but during Shanghai World Expo like liquid and powder chemicals by air, the DGM certificate must be done! if you didn't trust me, pls ask your supplier or the FedEx in china, telephone NO:xxxx, maybe he can answer you.
I have apply free DGM fee for you but failed, I had do my best for this thing , pls understand me if you would like assume USD 30, I would love to pay USD 35 in personal ,I think you will get the high quality sample and I have sent SGS certificate to you pls check it ,if have any needs pls let me know, I am waiting for your reply as soon as possible.
Best regards
业务员想要挽回这个买家，提出个人付35美金，买家付30美金。但是这个时候已经于事无补了，买家表示没有兴趣再跟这个业务员做生意。
Thank you we are not interested.
业务员：（紧接着继续跟踪）
Dear XXX,
It's my pleasure to talk with you, we have sent E-mail each other many days so the reply from you is value, I would like to help very much ,but I cann't. I just pay the test fee in personal.
Even if we have different opinion but I am looking forward to contact with you, if have any help pls let me know, I think you're a good client but I am unable to do the thing.
pls understand me !
业务员“垂死挣扎”，希望挽回。
对该询盘，建议如下跟踪：
笔者打电话给Fedex公司（电话在网上查找联邦快递官网就有），询问钛白粉样品寄到美国，是否一定要做DGM检测。对方答复是的，而且即使不是白色的粉末，只要是粉末，就要做危险品检测。具体检测要找检测公司，寄送的时候，Fedex只看你有没有检测证明。另外，碰到因EXPO或其他大型活动影响的进出口业务，还有一招可以试一试：在公司允许的条件下，找国际快递代理尝试是否可以从香港发货。香港管理没上海/北京这么严格，通关率很高。
网上百度搜DGM检测，在搜索结果中挑选一家公司。按照电话打过去咨询，对方的回答是：初次检测收费480元人民币，然后每次寄样前做检测，单次80元一次。有效期是到当年年底。
好了，到这儿我们就明白了，其实做检测根本用不着75美金。而且这家化工公司也不是只给这一个客户寄样用得着，只要往国外寄这类物质，就都需要这个检测，所以摊下来，单次费用其实很少。
业务员Ann不够大气，业务不精，对产品和流程都不熟悉，对买家判断也不够准确。如果确定对方是专业的买家，检测费用方面完全可以做一些让步，不需要做这类无谓的坚持。询问之下，原来Ann她们根本不知道做这个检测具体的费用，这就是业务的不熟悉了。信息就在嘴边，没有人生来就对产品专业，勤能补拙。
最后，我们也看到，Ann的沟通能力需要提高。回复中很多无谓的“废话”，如每封信前面的It's my pleasure to talk with you；如在对方对检测费用不理解的时候，不能抓住重点回答，一直强调自己产品的品质和认证，其实这些对方在决定要样品的时候都已经知道了；如一直追问对方的Skype等等。
另外，语气不够礼貌，语法错别字也很多，这点在美国买家眼里，对这个公司、这个业务员的印象是会减分的。如：
I think you can understand me, ok? In order to send free sample pls pay for USD 75 as DGM certificate, our bank information as follow, pls as soon as quickly. if you didn't trust me, pls ask your supplier or the FedEx in china, telephone NO:xxxx, maybe he can answer you.
pls understand me!
总的来说，这个询盘回复问题出在业务员的业务不够熟练，应该对这类产品的检测费用有清楚的了解；要会识别买家，对于意向比较明确的专业买家，可以申请区别对待。当出现双方僵局的时候，可以换经理来与买家沟通。另外，沟通能力需要提高，学会高效沟通。（注：业务员Ann邮件中的拼写错误作为案例，全部保持原样。）
（文_Mimi）
