Beginning: buffers
l Agreement: Find a point which you and the reader share similar views.
l Example: We both know how hard it is to make a profit in this industry.
l Appreciation: Express sincere thanks for receiving something.
l Example: Your check for $127.17 arrived yesterday. Thank you.
l Cooperation: Convey your willingness to help in any way yourealistically can.
l Example:Employee service is here to smooth the way for those who work to achieve the company’s goals.
l Goodnews: Start with favorablemessage.
l Example: A replacement knob for your range is on its way, shipped on February 10 via UPS.
l Fairness: Assure the reader that you’ve closely examinedand carefully considered the problem, or mention an appropriate action that has already been taken.
l Example: Forthe past week, we have carefully monitored those using the photocopying machineto see whether we can detect any pattern of use that might explain its frequent breakdowns.
l Praise: Find an attribute or an achievement tocompliment.
l Example: Yourrésumé shows an admirable breadth of experience, which should serve you as well as your progress in your career.
l Understanding: Demonstrate that you understand the reader’sgoals and needs.
l Example: Weare enclosing a brochure that describes all the Olsen typewriters currently available so that you can more easily find the typewriter with the features youneed.
l Resale: Favorably discuss the product or companyrelated to the subject of the letter.
l Example: Withtheir heavy-duty, full-suspension hardware and file cabinets in our Montclair line havebecome a hit with many value-conscious professionals.
Refusal
l We understand your concern about the... As always, we are willing to do as much as we reasonably can to make things right.
l 我们理解贵方对……的关注。我们将一如既往地尽量把事情合情合理地办好。
l You were right in assuming that....We arealways interested in doing whatever we can to make our sales satisfactory.
l 贵方认为……是对的。我们定会一如既往地尽一切努力使我们的销售令客户满意。
l Your order and request are sincerely appreciated.We are always grateful for the opportunity of serving you in the best way we can.
l 感贵方您的订货和要求。能竭诚为贵方服务，我方感激不尽。
Indirect refusal
l The best we can do is...
l 我们最大程度上能做的是……。
l ... permit us to serve you only as a cashcustomer...
l ……使我们只能按现金客户来为您提供服务。
l We feel at this time you will be acting in your own best interest by...
l 我们认为此时最有利于您的做法是……
l We must consider the sale final.
l 我们认为不能退换。
l In view of this explanation, you will understandwhy we must stand by our guarantee policy in this case.
l 鉴于以上解释，您将会理解为什么在这种情况下我们必须遵守我们的保修政策。
Ending
l Thank you for this opportunity to explain. We shall continue to work hard to provide you with the service you have a right toexpect.
l 感谢您给我们解释的机会。我们将继续努力工作，为您提供您期望得到的服务。
l We hope to see you again in the store, and welook forward to the opportunity of serving you.
l 希望您再次光临本店, 希望有机会为您服务。
l We are always pleased to do business with your organization and will continue to serve you with quality industrial equipment.
l 非常高兴与贵方开展业务合作。我方将继续为贵方提供高质量的工业设备。
l So, whenever it is convenient, please come by and let us...
l 因此，敬请在方便的时候光临，我们可以……
l We wish you the best in enjoying...
l 希望您尽情享用……
