问题:我们有一个韩国客户，在国内有采购代表的。今年 2 月份首次联系，咨询了一个常用作天然甜味剂的产品，前业务推荐了产品并报价，并描述这个产品具有某个活性成分且是高含量的。
到了今年 6 月份底，客户一来就是要样品，就按之前沟通产品发样给到采购代表进行确认，确认以后在 7 月下了一个小订单，寄到韩国，并进行了实验室专业的检测。客户经检测发现产品不是我们所描述的规格，没有他需求的高含量活性成分。
这个产品规格本身比较小众，此前我们一直没有发现供应商给我们说的这个规格有可能是存在不符风险的。一般拿小数量的客户也不会去检测。实际上韩国客户采购该产品不是作为天然甜味剂使用，而是需要当中的高含量活性成分作为护肤品应用。客户采购的目的就是为了这个活性成分。此前我们自己也不了解这个情况。
我们重新安排了符合要求的样品寄给韩国客户检测，最终确认了规格，但后面确认的规格跟一开始报价的规格价格完全不一样，刚好是翻倍的价格。客户的诉求是重新按新确认的规格补货。我们是希望客户可以补差价以后，我们再安排发货;之前错发的规格先放韩国客户那，以后有机会我们再去拿 (这个错发的规格本身是对客户没用途的) 。
请问有适合的话术跟客户沟通吗?这种产品要能完全符合客户要求不容易，客户要找到合适的供应商也不容易，所以建议答应补给客户，但是同时要告诉客户下新单的话要多少钱(客户的回复的态度决定你们要不要补给客户)
回复话术:
Dear Xxx,
Thank you very much for your kind patience which was really professional and helpful for us to confirmthe exact product that totally meet your requirements.
Sure our company would love to make the compensation of the new ones to you. Anyway our company would love to request your understanding that after our double calculation, the cost of the new ones would be much higher than the previous ones, the cost would be $xxx/单位 for the new ones.
So would you please confirm if your company can accept the new cost? This is very important.Please do trust we would not add the cost without reason, as long as we have the reasonable profits sure we would not charge from our customers. (As we would have very big potential risk to lose you or other customers with adding cost)
So adding the cost is the last step that we could do without other better options. As long-term business partners, we should help each other to grow together with reasonable profits so that we can work together further and longer.
Sure if you can support us in the cost, please do believe we would return more in the future when you need help from us.
Your understanding would be highly appreciated
Best regards,
Yours xxx
未经允许不得转载：销售人 » 外贸质量与报价产品不符如何售后回复客户邮件
