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Customer refuse to pay sample charges
　　Dear Water,
　　This is the one of 7’ with analogue TV, right? Final price is $84 with battery included, right?
　　I need another sample in Spain.
　　BR,
　　Javier Ayllon
　　Reply to the above
　　Dear Javier,
　　Yes, you are right. The model mentioned by Fiona is with Analogue TV Tuner. The price is with battery also, 1800mAh Li-polymer battery.
　　Also it is OK to offer you the sample for test. But as a rule, we have to charge you the sample fee. Hope it is OK to your side. Sample charge US$90/pc.
　　Please confirm it, and I will issue the invoice for your reference later. Therefore I can send the sample to your Shenzhen office directly. We are quite near each other. If is easy for me to bring the samples there.
　　Looking forward to hearing from you.
　　Best regards,
　　Notes
　　1. 首先要肯定地回復(fù)客戶(hù)的問(wèn)題，并說(shuō)明細(xì)節(jié)，點(diǎn)到即可。主要是傳遞重要的產(chǎn)品信息，讓客戶(hù)抓住重點(diǎn)。
　　2. 明確自己的立場(chǎng)和做法，但是不讓客戶(hù)覺(jué)得只是針對(duì)他一個(gè)人，而是對(duì)所有的人都是這樣的，沒(méi)有特例。“As a rule”，這樣的問(wèn)題俗稱(chēng)五星級(jí)詞組。因?yàn)榭紤]到有些客戶(hù)不愿意支付費(fèi)用，還可以適當(dāng)加一些帶希望的表達(dá)，如“hope we can get kind support from you”。因?yàn)槭菍?duì)方在和你溝通，這里強(qiáng)調(diào)“你，你們”比較貼切。而這里為什么寫(xiě)“It is OK to your side”而不寫(xiě)“to you”？因?yàn)榘褜?duì)方看作一個(gè)整體，比較正式。
　　3. 有機(jī)會(huì)表達(dá)自己可以通過(guò)相關(guān)服務(wù)的時(shí)候，就要適時(shí)說(shuō)出。讓客戶(hù)知道你能為他做事，能幫他解決問(wèn)題。這樣離成功會(huì)近一步。
　　Dear Water,
　　I am sorry but I can not pay samples as my company policy. Anyhow I will tell you that I will pay transportation fee by TNT. Our courier number is 123456.
　　Please send it to this address:
　　Xxx System S.L.
　　Poligono Industrial de Cabanillas
　　19171. Guadalajara (Spain)
　　Send it to my attention
　　If you want us to work with you, you will have to make an effort. Please take note that we do not want this sample to get profits, only for testing purpose, so it is necessary to test it to start working.
　　Thank you,
　　Javier Ayllon
　　Reply to the above
　　Dear
　　Thanks for your kind support to me first.
　　Regarding sample charges, I really hope we can find a way to move forward the project. It is honored for me and our company to work with you and your company. And be sure that we can start the initial order soon.
　　For the point of charges, I really hope you can do me a favor. We understand xxx is a big company, you have your own rules for samples. And I know the sample charges is a small money. But we are a factory, it is not small money for us if we offer free samples to all customers. We believe it is fair for every customer to buy samples. And we got the support from other customers, too. Please kindly help us on this point. We must give you a better price then.
　　客戶(hù)名稱(chēng), we definitely hope we can do more for customers and always do the best. When we start the cooperation and work better and better, believe we can offer you more and more. But now we hope you can do your part to pay the charges for samples. Shall we get your understanding and support?
　　Looking forward to hearing from you soon.
　　Best regards,
　　Notes
　　1. 對(duì)待客戶(hù)的拒絕，不必不知所措。因?yàn)檫@是我們每天都要面對(duì)的問(wèn)題，客戶(hù)只是拒絕而已，不是說(shuō)完全沒(méi)有希望。文中，客人表示需求樣品，這是對(duì)自己工作的支持。一句感謝，輕松地久表達(dá)了自己的心意，以此開(kāi)篇也很自然。
　　2. 目標(biāo)明確，就是說(shuō)法客戶(hù)付款。所以必須情真意切。描述不羅嗦，也不能太簡(jiǎn)單。羅嗦了會(huì)讓人看得辛苦，太簡(jiǎn)單了沒(méi)有體現(xiàn)出誠(chéng)意。撰寫(xiě)郵件不能遺漏需要轉(zhuǎn)告的重要信息。另外需要注意的是，表述和單詞沒(méi)有拼寫(xiě)錯(cuò)誤，字體和顏色是大家常用的。甚至在郵件發(fā)出去之后再重復(fù)查看，如有不當(dāng)?shù)牡胤�，記錄并在下次改進(jìn)，一旦形成習(xí)慣之后，撰寫(xiě)郵件所需的時(shí)間就很少了。
　　Dear Water,
　　I am sorry but I can not pay for the sample. I am really sorry. If you want me to test if please send it, if you can not do it, it is ok. We will try in the future.
　　Best regards,
　　Javier Ayllon
　　Reply as following
　　Dear
　　Thanks for your e-mail.
　　Can we try this, when you place the order, we will refund you the charges? As I guess nearly every company will request sample charges. We ask for sample charges only to wish the customer to care about our samples and we can seize the suitable chance to do some projects.
　　If the model is suitable for your market, we hope we can support you and fix it. When you become our stable customer, we can offer you more free samples.
　　By the way, if you think the sample charge is a small amount, are you interested in other models?
　　Looking forward to hearing from you.
　　Best regards,
　　Notes
　　1. 面對(duì)客戶(hù)的拒絕，不要輕易放棄，要時(shí)時(shí)保持信心和干勁十足。方法都是人想出來(lái)的，適時(shí)地做一些努力，抓住每一個(gè)可能的機(jī)會(huì)，總是會(huì)有收獲的。即使一時(shí)無(wú)法合作，但希望還在。因?yàn)閹装偃f(wàn)甚至幾千萬(wàn)的生意是需要時(shí)間去磨合才能成功的。
　　2. 做進(jìn)一步努力的時(shí)候，更明確地讓客戶(hù)知道自己的底線(xiàn)并適當(dāng)做一些承諾。
　　3. 再一次的建議，也是解決問(wèn)題的方法之一�；�于自己的利益之上，要設(shè)身處地地位客戶(hù)著想。這樣更易于達(dá)成合作。