對(duì)貿(mào)易往來(lái)的客戶說(shuō)no并不容易，但是該說(shuō)的時(shí)候還是得說(shuō)，只是要注意措詞適當(dāng)，在拒絕的同時(shí)盡力維護(hù)已經(jīng)建立起來(lái)的貿(mào)易聯(lián)系。

當(dāng)有客戶抱怨產(chǎn)品或是服務(wù)不好、要求索賠的時(shí)候，作為提供產(chǎn)品/服務(wù)的一方一定要小心調(diào)查情況。如果客戶的要求不合理、不能滿足，回復(fù)的時(shí)候一定要注意避免苛責(zé)客戶的粗心、使用不當(dāng)甚至欺騙。賣方的首要目的是讓客戶明白他的要求不能滿足，甚至更進(jìn)一步賣出新產(chǎn)品或其他服務(wù)。明確了這個(gè)目的，再來(lái)看看寫(xiě)此類回復(fù)應(yīng)遵循的原則：

1. An introductory statement acknowledging the reader's problem or need.
2. An explanation of the situation making the refusal necessary.
3. The refusal implied, or expressively stated.
4. A constructive suggestion.
5. A sales appeal, if appropriate.
6. A positive and friendly close.

下面是一封拒絕償還修理費(fèi)的回復(fù)，我們看看這家公司是怎么解釋理由的：

Dear Mr. Adams

It was good of you to write concerning the quality of our Happy Games computers.

As noted on the sales terms stipulated in the agreed contract, defective items may be refunded within 60 days of receiving them. Since what you described in the letter was not done in this case, we believe that you can understand why the amount of 2,000 Sterling Pounds you requested for repairing the cracked cabinets could not be refunded.

Neither you not the Happy Games Corporation would like to have a damaged product in the hands of a user because we always follow the motto, "To make our customers happy". In view of our long-standing business relationship, we suggest you have the machines sent back to us and replaced at your expense rather than simply give your users a refund for repair.

In order to provide our customers with the best choice in our computers, we handle all the major brands at the prices that can not be beaten. Please write to us when you have your interest in our computers.

Truly yours

（例文來(lái)源：《國(guó)際商務(wù)寫(xiě)作教程》，對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)出版社 英語(yǔ)點(diǎn)津 Annabel 編輯）