2012年國際商務師考試輔導：外貿函電-客戶拒絕支付樣品費用
來源：考試大發布時間：2012-07-21 09:19:37
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. 首先要肯定地回復客戶的問題，并說明細節，點到即可。主要是傳遞重要的產品信息，讓客戶抓住重點。
2. 明確自己的立場和做法，但是不讓客戶覺得只是針對他一個人，而是對所有的人都是這樣的，沒有特例。“As a rule”，這樣的問題俗稱五星級詞組。因為考慮到有些客戶不愿意支付費用，還可以適當加一些帶希望的表達，如“hope we can get kind support from you”。因為是對方在和你溝通，這里強調“你，你們”比較貼切。而這里為什么寫“It is OK to your side”而不寫“to you”？因為把對方看作一個整體，比較正式。
3. 有機會表達自己可以通過相關服務的時候，就要適時說出。讓客戶知道你能為他做事，能幫他解決問題。這樣離成功會近一步。
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.
客戶名稱, 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. 對待客戶的拒絕，不必不知所措。因為這是我們每天都要面對的問題，客戶只是拒絕而已，不是說完全沒有希望。文中，客人表示需求樣品，這是對自己工作的支持。一句感謝，輕松地久表達了自己的心意，以此開篇也很自然。
2. 目標明確，就是說法客戶付款。所以必須情真意切。描述不羅嗦，也不能太簡單。羅嗦了會讓人看得辛苦，太簡單了沒有體現出誠意。撰寫郵件不能遺漏需要轉告的重要信息。另外需要注意的是，表述和單詞沒有拼寫錯誤，字體和顏色是大家常用的。甚至在郵件發出去之后再重復查看，如有不當的地方，記錄并在下次改進，一旦形成習慣之后，撰寫郵件所需的時間就很少了。
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. 面對客戶的拒絕，不要輕易放棄，要時時保持信心和干勁十足。方法都是人想出來的，適時地做一些努力，抓住每一個可能的機會，總是會有收獲的。即使一時無法合作，但希望還在。因為幾百萬甚至幾千萬的生意是需要時間去磨合才能成功的。
2. 做進一步努力的時候，更明確地讓客戶知道自己的底線并適當做一些承諾。
3. 再一次的建議，也是解決問題的方法之一�；谧约旱睦嬷�，要設身處地地位客戶著想。這樣更易于達成合作。
