最近不少小伙伴求助，称自己的一些客户年前就已确认订单，现在复工了，就开始陆陆续续地联系这些客户，哪知换来了并不理想的反馈。这些客户要么说是疫情过去再说，要么就是讲库存尚足，并不着急发货，要么就是说资金紧张，暂时无法接货……正是因为海外仓系统的迅猛发展，所以给行业也带来了新的契机。
大家看到客户这样的回复都很着急，既担心订单一直拖着，会出什么问题，收不全货款，又担心已经生产好的货物长久无法出运，积压仓库。
想要解决这个问题，我们要明确以下几点：
产品是否为定制产品
是否已经收取定金
新客户还是老客户
part 1
之所以要弄清楚产品是否为定制产品，是因为这直接决定着这批产品能否正常转卖、转卖的难易程度以及可能性损失程度。
如果这些产品是常规品
基于这种情况，你完全可以在跟该客户多次协商无果后，下最后出货通知，如果客户还是拒绝，那么你就可以先将这些已完工的在库产品转卖给任何其他常规品采购商；
如果这些产品是订制品
基于这种情况，很明显我们变得非常被动，因为订制品就意味着产品销售的专属性，想要找到接盘侠难上加难，即便找到，也要损失很多利益，才能实现转手。
part 2
之所以要弄清楚是否收取了定金，是为了明确我们是否完全被动。
如果没有收取任何定金
基于这种情况，卖家变得极为被动，因为钱没收到，料用了，货产了，仓库积压了，而客户毫无压力，随时可弃单弃货；
如果收取了一定比例的定金
基于这种情况，卖家或多或少地占据一定的优势，因为钱收了一部分，货还在手上，客户钱给了一部分，手上却什么都没有。
part 3
之所以要弄清楚是新客户还是老客户，是为了明确我们有多了解该客户，便于判断后续可能性后果，为我们的方案增加参考性。
如果是老客户
基于这种情况，卖家可以参考该客户以往的信用度、采购和支付习惯等，判断后续解决问题的可能性；
如果是新客户
基于这种情况，卖家毫无参考，即便做了客户背景调查分析，大也并不能保证一定不会弃单弃货。
综上考虑，我相信大部分读者都有了一些思路，该如何去处理这个问题；处理问题无外乎软硬两种，要么强势压倒，要么服软跪下；
当你想服软跪下的时候，很明显，这个问题不需要解决了，因为你已经放弃了，客户说什么就是什么，还有什么好谈的呢？
当你想要强势一些，据理力争的时候，想清楚，你说的话是否有客户在乎的点，如果没有，很抱歉，i don't care about what you think or want, 除非客户真的非常通情达理，否则即便你说破大天，也绝对得不到自己想要的结果，因为客户压根不在乎。
很明显part 3是供我们判断客户诚信度的，而part 1,2是我们是否“发狠”的决策岔路口。
面对新客户
01
你根本没收取客户的任何定金，但是是常规品：
可以刨根问底式问出客户究竟打算何时出货，如果短期根本不需要或资金紧张，不打算出货，直接转卖其他客户即可，并告知该客户，再次需要货物时需要提前通知，便于排产备货，此次库存会很快处理掉，由于汇率不稳和材料成本上浮等等，产品价格也要依照未来订单时间重新计算。
about model#, they have been kept in our warehouse over *** months.
could you pls tell me ur estimated date of shipment?
if you quit this order, we'll have to sell these goods to other customers.
when you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
but along with the sharp fluctuation of rmb exchange rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
02
你根本没收取客户的任何定金，但是是定制品（尽量别犯这低级错误：
很明显，你非常被动，可以刨根问底式问出客户究竟打算何时出货，并以市场变化理由催客户出货，如果油盐不进，一拖再拖，甚至拖了半年、一年不出货，那么只能来硬的了，通知客户违约，货物会处理给别人，并且向中国商会以及客户当地商会投诉其不良行径，以此胁迫客户就范。（很多人想好好跟客户谈，毕竟订制品不好出手，但是你要认清现实，客户根本不在乎你说什么做什么，因为还没威胁到她的利益
about model#, they have been kept in our warehouse over *** months.
we chose to trust you and produced goods without asking any deposit from you.
but we are totally disappointed at your feedback each time we contact you.
you have scrapped our contract time after time, ignoring our loss.
we want an exact date of shipment, pls.
one last time we contact you.
or we may have to hand over all the evidence to china chamber of commerce and your local organizations of commerce, which will definetely bring endless and huge harm to your future business.
pls consider it seriously and tell us your ideas.
03
你收取了客户的部分定金，但是是常规品：
可以刨根问底式问出客户究竟打算何时出货，如果短期根本不需要或资金紧张，不打算出货，直接转卖其他客户即可；并告知该客户，再次需要货物时需要提前通知，便于排产备货，此次库存会很快处理掉，由于汇率不稳和材料成本上浮等等，产品价格也要依照未来订单时间重新计算。（很多人想吞了定金，理由是客户违约了，尽量别这样搞，因为一锤子买卖不好吃，长久利益为重，相信我，但是肯定也不会同意把定金退还给客户，这样我们就更加被动了，整个白忙活了
about model#, they have been kept in our warehouse over *** months.
could you pls tell me ur estimated date of shipment?
if you quit this order, we'll have to sell these goods to other customers.
when you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
but along with the sharp fluctuation of rmb exchange rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
the deposit will be kept by us till your next business request.
04
你收取了客户的部分定金，但是是定制品（遇到这样的情况实属意外：
很明显，订制品让你非常被动，但定金在手，心里多少有点底；可以刨根问底式问出客户究竟打算何时出货，并以市场变化理由催客户出货，如果油盐不进，一拖再拖，甚至拖了半年、一年不出货，那么只能来硬的了，通知客户违约，定金没收，货物会处理给别人，并且向中国商会以及客户当地商会投诉其不良行径，以此胁迫客户就范。（很多人想好好跟客户谈，毕竟订制品不好出手，但是你要认清现实，客户根本不在乎你说什么做什么，因为还没威胁到她的利益
it's been quite a long time since last time we confirmed order#.
the finished goods have been kept in our warehouse over *** months.
we chose to trust you and produced goods without asking any deposit from you.
but we are totally disappointed at your feedback each time we contact you.
you have scrapped our contract time after time, ignoring our loss.
we want an exact date of shipment, pls.
one last time we contact you.
or we may have to hand over all the evidence to china chamber of commerce and your local organizations of commerce, which will definetely bring endless and huge harm to your future business.
meanwhile, the deposit won't be refunded.
pls consider it seriously and tell us your ideas.
面对老客户
01
你根本没收取客户的任何定金，但是是常规品：
可以刨根问底式问出客户究竟打算何时出货，如果客户说暂时库存充足，不打算出运，可以转卖其他客户，并告知该客户，再次需要货物时需要提前通知，便于排产备货，此次库存会很快处理掉，由于汇率不稳和材料成本上浮等等，产品价格也要依照未来订单时间重新计算。
about model#, they have been kept in our warehouse over *** months.
could you pls tell me ur estimated date of shipment?
if you quit this order, we'll have to sell these goods to other customers.
when you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
but along with the sharp fluctuation of rmb exchange rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
如果客户说明是资金紧张，可以向客户收取80~90%不等的货款，等待客户下次订单一并支付（这就用到part 讲到的了，关键在于你对客户历史诚信度的把握；
as your old friends of business, we'd like to provide you with some help.
if you do have problems in finance, is that possible to pay 80~90% of the total amount first?
the balance can be paid in your next order.
will that help?
tell me ur ideas, anyway
02
你根本没收取客户的任何定金，但是是定制品（即便是老客户也尽量别这样，底线必须守：
很明显，你非常被动，可以刨根问底式问出客户究竟打算何时出货，并以市场变化理由催客户出货，如果油盐不进，一拖再拖，甚至拖了半年、一年不出货，可以跟客户谈其他产品的合作，该库存暂时搁置，但是要保持跟进，提醒客户这批货的存在，并表示出自己迫切需要出运这批货物，因为压仓库太久了，让客户及时处理。
about model#, they have been kept in our warehouse over *** months.
could you pls tell me ur estimated date of shipment?
or any suggestions to handle them?
about model#, when do you plan to confirm the order so we can make the preparation in advance?
如果客户态度不好，并未延迟交货，声明不会再要，又一直没有其他订单的合作，老客户也没啥存在的意义了，那么同样，也只能来硬的了，通知客户违约，货物会处理给别人，并且向中国商会以及客户当地商会投诉其不良行径，以此胁迫客户就范。（很多人想好好跟客户谈，毕竟订制品不好出手，但是你要认清现实，客户根本不在乎你说什么做什么，因为还没威胁到她的利益
about model#, they have been kept in our warehouse over *** months.
we chose to trust you and produced goods without asking any deposit from you, for you are one of our best customers with highest credit.
however, you have scrapped our contract time after time, ignoring our loss.
we want an exact date of shipment, pls.
or we may have to hand over all the evidence to china chamber of commerce and your local organizations of commerce, which will definetely bring endless and huge harm to your future business.
pls consider it seriously and tell us your ideas.
03
你收取了客户的部分定金，但是是常规品：
可以刨根问底式问出客户究竟打算何时出货，如果短期根本不需要或资金紧张，不打算出货，直接转卖其他客户即可；并告知该客户，再次需要货物时需要提前通知，便于排产备货，此次库存会很快处理掉，由于汇率不稳和材料成本上浮等等，产品价格也要依照未来订单时间重新计算。（很多人想吞了定金，理由是客户违约了，尽量别这样搞，尤其是老客户，别因为一个小订单，损失一个客户，因为后面的订单还有很多，何况常规品你也完全可以消化掉，或内销，或外单转手
about model#, they have been kept in our warehouse over *** months.
could you pls tell me ur estimated date of shipment?
if you quit this order, we'll have to sell these goods to other customers.
when you need these items next time, pls do inform us in advance, so we have enough time to purchase materials and produce the cargos.
but along with the sharp fluctuation of rmb exchange rate and the increasing cost of the materails, tthe price of the products will have to be recalculated.
the deposit will be refunded soon.
04
你收取了客户的部分定金，但是是定制品（遇到这样的情况实属意外：
很明显，订制品让你非常被动，但定金在手，心里多少有点底；可以刨根问底式问出客户究竟打算何时出货，并以市场变化理由催客户出货，如果油盐不进，一拖再拖，甚至拖了半年、一年不出货，直接表明弃货；
如有有其他更大更多的生意往来，这个钱可以退，可以不退，退或不退都要讲清楚自己的损失，不要无理由退款或扣款。
it's been quite a long time since we confirmed this order.
we chose to trust you and produced goods without asking any deposit from you.
so you know, we actually suffered a lot from kinds of cost for production.
不退款
① we hope you could understand we still suffer a great loss even we keep your deposit.
i wonder if you still have any ways to deal with these goods?
退款
② but we choose to refund your deposit.
we'll suffer all the loss alone.
i wonder if you can confirm any other orders with us to help us out?
or you still have any ways to deal with these goods?
will much appreciate it.
如果后续长期没有任何其他生意往来，客户态度恶劣，直接通知客户违约，定金没收，货物会处理给别人，并且向中国商会以及客户当地商会投诉其不良行径，以此胁迫客户就范。（很多人想好好跟客户谈，毕竟订制品不好出手，但是你要认清现实，客户根本不在乎你说什么做什么，因为还没威胁到她的利益
it's been quite a long time since we confirmed this order.
we chose to trust you and produced goods without asking any deposit from you.
but we are totally disappointed at your feedback each time we contact you.
you have scrapped our contract time after time, ignoring our loss.
we want an exact date of shipment, pls.
one last time we contact you.
or we may have to hand over all the evidence to china chamber of commerce and your local organizations of commerce, which will definetely bring endless and huge harm to your future business.
meanwhile, the deposit won't be refunded.
pls consider it seriously and tell us your ideas.
读完上述内容，大家会发现，其实，整个事件的处理出发点只有4个：
有没有后续合作的可能
有没有其他订单流入
货物是否真的无法处理，产生巨大损失
客户是否真的有困难，需要缓一缓，还是态度强硬，霸道弃单
可能一些读者看着老客户的处理情况都和新客户的一样，其实不一样，请仔细每一部分，是有区别的；一切行动考虑，都要基于客户与你是否还有其他更大更多的生意往来，这才是利益观察点和问题处理决策岔路口。
最后，要提醒各位，收取定金时，比例不能太低，30%比较合适，这个份额在后续问题上也能占据一定的主动权，不会太被动；汇率变化严重时，也要写上超过多少范围，需要按照什么样的标准结算打款，避免产生严重损失。
来源：mike外贸说