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. 首先要肯定地回复客户的问题，并说明细节，点到即可。主要是传递重要的产品信息，让客户抓住重点。
2. 明确自己的立场和做法，但是不让客户觉得只是针对他一个人，而是对所有的人都是这样的，没有特例。“As a rule”，这样的问题俗称五星级词组。因为考虑到有些客户不愿意支付费用，还可以适当加一些带希望的表达，如“hope we can get kind support from you”。因为是对方在和你沟通，这里强调“你，你们”比较贴切。而这里为什么写“It is OK to your side”而不写“to you”？因为把对方看作一个整体，比较正式。
3. 有机会表达自己可以通过相关服务的时候，就要适时说出。让客户知道你能为他做事，能帮他解决问题。这样离成功会近一步。
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.
客户名称, 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. 对待客户的拒绝，不必不知所措。因为这是我们每天都要面对的问题，客户只是拒绝而已，不是说完全没有希望。文中，客人表示需求样品，这是对自己工作的支持。一句感谢，轻松地久表达了自己的心意，以此开篇也很自然。
2. 目标明确，就是说法客户付款。所以必须情真意切。描述不罗嗦，也不能太简单。罗嗦了会让人看得辛苦，太简单了没有体现出诚意。撰写邮件不能遗漏需要转告的重要信息。另外需要注意的是，表述和单词没有拼写错误，字体和颜色是大家常用的。甚至在邮件发出去之后再重复查看，如有不当的地方，记录并在下次改进，一旦形成习惯之后，撰写邮件所需的时间就很少了。
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. 面对客户的拒绝，不要轻易放弃，要时时保持信心和干劲十足。方法都是人想出来的，适时地做一些努力，抓住每一个可能的机会，总是会有收获的。即使一时无法合作，但希望还在。因为几百万甚至几千万的生意是需要时间去磨合才能成功的。
2. 做进一步努力的时候，更明确地让客户知道自己的底线并适当做一些承诺。
3. 再一次的建议，也是解决问题的方法之一。基于自己的利益之上，要设身处地地位客户着想。这样更易于达成合作。