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,

　Water

　Notes

　1. 首先要肯定地回復(fù)客戶的問題，并說明細節(jié)，點到即可。主要是傳遞重要的產(chǎn)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?！癆s 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(dāng)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(diào)“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(guān)服務(wù)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。