Hi Water,

　After many discussions with my financial dept, I can accept just if you give me a discount of USD 0.5 for each piece.

　Unfortunately, you know the USD dollars is going more and more up and we risk to lose our orders if we aren’t able to consign the goods in time to our customers!

　I arranged all things for you so quickly to avoid late for Christmas period, I mean manual, giftbox and so on!

　You know the Christmas period starts at the early December and our customers have to get the goods in the stores within the 1st week of December, furthermore you can image in that period how many container arrive in the port and the Italy customs in that period do so many checks and it will just be very difficult for us to reach the goods in time! It’s for this I ask you to respect the shipment time since I cannot risk to lose my orders.

　I hope you understand!

　My B. Rgds,

　Ms. Paola Esposito

　Dear Paola,

　Thank you for your kind reply.

　Regarding this order, we really allowed you the best offer, L/C 60days, no interests. But you promised me to give some. And 0.5% free spare parts also. For USD currency, as you know we also have to purchase the materials, the price is even though for us, we pay RMB, but received USD before. And now our payment term is L/C 60 days. It means we have to wait for more time to get the payment. Another $0.5 per piece cost down, it is really impossible for s to do. You know we also have to pay the amendment charges. It is high, if we can choose; we definitely don’t want to pay such charges. Please support us a little.

　I understand your efforts to approve all files for us to guarantee the prompt shipment. And we understand that the goods is for Christmas sales. Also the reason is for us also. We won’t mean to delay the shipment not to catch the sales time. Therefore we hope you could understand the busy season at this period. Please kindly amend the L/C terms for us to arrange shipment.

　Thank you.

　Best regards,

　Water

　Hi water,

　After so many discussion with my boss and my financial dept we cannot risk to lose the orders and to receive the goods in delay! As I just told you I have to give your goods to my customers at the early December for a promotional operation! I have just called them to inform them about the possibility about some delay and they just asked me to delete the orders from now since they are afraid to not receive more the goods in time! water, believe me, it’s a very trouble if you don’t arrange the goods in time, I cannot proceed to amend the L/C and I have to give up this order! I’m sorry but the situation is in this way!

　I wait for your further confirmation to inform my forwarder UPS to not wait further for you and to proceed to the order single shipments.

　I hope you understand my position.

　My B. Rgds

　Ms. Paola Esposito

　Dear Paola,

　Thank you for your kind reply. We hope to solve the problem today.

　For this order, we well understand they are for promotional sales in Christmas. We also have other orders too.

　For the delivery, we really hope to comply with what we agreed. But we have to make sure good quality for you. Surely time is also important. But we don’t mean to delay a long time I hope you can understand our efforts on this project.

　Hope you could help. Thank you.

　Best regards,

　Water

　Hi Water,

　The delivery time is the date you see on the L/C. I’m very sorry but yesterday I discussed all day about this situation. And my boss and financial dept didn’t accept the amendment! So, try your best to respect the terms!

　Rgds

　Ms. Paola Esposito

　Dear Paola,

　Thank you for your kind reply.

　We really wish to do as per the L/C terms. Hope we can understand each other a little. We have to find a suitable way to solve the problems.

　To respect the L/C terms and to do better for you, I discussed with my boss again and again, finally we will allow penalty 0.004% of the total amount for each delayed day as what you suggested. This is the best we could do.

　Hope you can help to solve the problem of shipment soon.

　Best regards,

　Water

　Hi water,

　After a lot discussion I accept the penalty and I hope you arrange the delivery before at least November 10th. Please, advise UPS in time so they can book the 1st vessel in time for you! On Monday I will arrange the amendment for you!

　I hope I don’t receive your goods very late, it shouldn’t be very good to start business!

　Rgds

　Ms. Paola Esposito

　Dear Paola,

　Thank you for your kind help on the latest shipment date and L/C amendment.

　Sure we must make the shipment as soon as possible. We don’t hope to miss the chance for promotion, too.

　Best regards,

　Water

　Notes

　1. 面對(duì)客戶的拒絕，耐心解釋是關(guān)鍵。一般情況下，客戶都會(huì)為你的耐心所打動(dòng)。因?yàn)檫@個(gè)行業(yè)的情況幾乎都是如此。即使客戶發(fā)怒，也只能無(wú)奈接受。因?yàn)榭蛻粢呀?jīng)拿了訂單，他不可能失信于他的客戶，而且通常情況下，客戶自己也有一個(gè)寬限期，如果不是太遲，客戶都是會(huì)同意的。

　2. 值得注意的是，要留住一個(gè)客戶，按期交貨是必須的。對(duì)于客戶和對(duì)自己公司都是信譽(yù)的保證。價(jià)格優(yōu)惠，質(zhì)量過(guò)硬，服務(wù)一流，就會(huì)客流如云!如果確實(shí)由于某些不可抗力的原因引起延期，必須多與客戶溝通，爭(zhēng)取以最低的損失解決問(wèn)題。

　3. 文中，多次與客戶周旋，因?yàn)槭沁h(yuǎn)期信用證付款，信用證一旦過(guò)期，客戶完全有理由拒絕收貨不付款。如果在不改證的情況下出貨，對(duì)于我們來(lái)說(shuō)風(fēng)險(xiǎn)不可想象。所以在出貨之前必須要客戶改證。

　4. 如果不接受客戶的要求，客戶不同意改證并取消訂單，這批貨將成為庫(kù)存，需要另找銷路，這也是一個(gè)頭疼的問(wèn)題。所以在面對(duì)客戶的難題時(shí)，堅(jiān)持以最真誠(chéng)的態(tài)度去談，希望得到客戶的諒解和支持。如果經(jīng)過(guò)一番較量，客戶的態(tài)度已然強(qiáng)硬并最后通牒取消訂單，或采取不回復(fù)郵件的舉動(dòng)。在這種情況下，為尋求進(jìn)展必須采取折中的辦法，綜合考慮問(wèn)題的輕重，勿因小失大。