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(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?！癆s 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。