外貿(mào)業(yè)務(wù)員讓客戶(hù)高興的談判技巧

　　Whether or not we know it or like it, customer service is a great part of everyone’s life. Even if one does not own a business or provide services to others, we are constantly selling ourselves into whatever it is that we want to pursue.

　　不管我們知不知道，喜不喜歡，客戶(hù)服務(wù)是每個(gè)人生活中的一個(gè)重要部分。即使一個(gè)人沒(méi)有自己的事業(yè)或根本不用給別人提供服務(wù)，我們也不斷地把自己賣(mài)給自己的追求，不管那追求是什么。

　　Truly successful people are master manipulators in their field; at least that’s what most people would attest to. They sit and strategize for hours, plotting their way to their clients’ satisfaction. If success is a function of manipulation, then what is manipulation, anyway? A warm smile? An occasional joke? Making a client feel that his or her needs are important? That may be manipulation in its own right, but we may just as easily conclude that those are all merely attempts to create lasting and fulfilling relationships with clients.

　　真正成功的人在自己的領(lǐng)域都是個(gè)操盤(pán)手，至少大部分人都證明是如此。他們坐在那里策劃數(shù)小時(shí)，只為謀劃如何讓顧客滿(mǎn)意的方法。如果成功是可操縱的，那操作方法是什么樣的呢，到底?一個(gè)溫暖的微笑?一個(gè)應(yīng)景的笑話(huà)?又或許是讓客戶(hù)感到他或她的需求受到重視?可能就在于操縱過(guò)程本身，但我們或許能輕松地歸結(jié)出：那些僅僅是希望與客戶(hù)建立持久和實(shí)質(zhì)性關(guān)系的嘗試而已。

　　Unfortunately, we tend to embrace the bad manipulation as much as we do the good. This can mean twisting the truth, delivering below reasonable expectations, and selling out to something outside of our personal values. Fortunately, many people can see through this.

　　可惜，我們對(duì)于壞的策略和好的策略一概接受，這就導(dǎo)致了歪曲事實(shí)、達(dá)不到顧客合理預(yù)期的夸?？诤瓦`背個(gè)人價(jià)值觀等諸如此類(lèi)的事情。幸好，許多人是能夠分辨是非的。

　　What are you left with when you remove the white lies, evil tactics, and unethical behavior? The answer is — real tactics that work. If you manipulate without performance, you will not only loose the clients that you already have, but you will relieve yourself of those potential clients that supportive and satisfied clients refer.

　　不利用那些無(wú)惡意的小謊言，鬼伎倆和不道德的行為，我們還剩什么呢?答案就是--- 真正管用的戰(zhàn)術(shù)。如果你只會(huì)操縱陰謀詭計(jì)，而沒(méi)有實(shí)際成就，你不僅會(huì)疏遠(yuǎn)已有的客戶(hù)，而且會(huì)失掉那些潛在的客戶(hù)和忠實(shí)客戶(hù)的參考。

　　“The goal as a company is to have customer service that is not just the best, but legendary.”---Sam Walton

　　“作為一個(gè)公司，其客服目標(biāo)不止要做到最好，而且要成為典范。”---山姆•沃爾頓