7 发票金额算错了如何补救.doc

PAGE PAGE 1 第七期：发票金额算错了如何补救 客户背景介绍：老客户返单，商业发票总金额写错。 案例全过程：老客户订单—商业发票总金额写错—客户少付款—重新支付差额。 可学习邮件：共2封。 过程复盘：请配合音频学习，重点思维会在音频中强调。 一直想找一个报错价的案例出来给大家参考，但我没有报错价的案例，最近有个类似的案例大家也可以参考的。老客户的货要发了，做报关资料时发现形式发票的总金额比实际的少加了了几百美金, 客户钱都付了才发现做错了，苍天啊~~~ 以下是我的邮件 Dear Kevin, Good afternoon. ? I found there's a typing mistake on my last invoice, the total amount should be USD＊＊＊rather than USD＊＊＊. Pls kindly find updated invoice attached.? ? I am sorry for the inconvenience and to express my sincerity, I am willing to be charged with all the international transfer fee. ? Pls help to make us another USD***. If you?have any question, feel free to contact me.? ? Kind Regards, Sarah 客户回复 Hi Sarah, As we have already made the payment we would prefer to fix this mistake on our next order. Is that ok?? Regards, Kevin 点评：这里是在询问的意见，言下之意就是有商量的。 我们回复 Hi, Kevin, I understand and I wish I could be help, but $$*** is too much for me, it’ll be very appreciated if you can help on this.? Best Regards, Sarah 客户回复 Hi, Sarah We are happy to pay the difference but with the 客户国家币种 to USD conversion it is very difficult to work out how much to deduct to cover the international transfer fee we will be paying on this second transfer. I would suggest the easiest way is for you change the invoice total to ＊＊＊USD (allowing 35USD for the transfer fee) and I will pay the difference of ***. Can you please make the change and resend the invoice? Thank you. Kevin 事情就这样解决了。 点评：此案例错误不算大错误。我也希望大家不会遇到报错价的时候，因为作为业务人员，报价都是要严格审核的，价格是最重要的东西，如果这都搞错，会影响客户对你的信任，因此丢失客户。 但如果万一发生了，我们要做的是： 1、和上司协商解决，看价格相差多少，如果不亏或者只是亏一点的情况下，建议第一次还是不涨价给他做以示诚意，以上司的名义写一封邮件和客户说清楚，承认自己的失误，也把以后的价格确认下。 2、如果相差比较大，要拿出证据证明你报的价不是常规价，比如把其它客户的发票截取出来，邮件截取出来，证明给别人的价格都比他高很多，口说无凭，更要把诚意拿出来，把解决方案（最好几个备选方案）拿出来，价格上面让点步或者其它地方让步都是需要的。 3、方案有了，另外语言上面的功底也很重要，站在客户的立场再三斟酌写出去的邮件是否会让客户理解。