作者：王传举Writing About the

Unpleasant

A Refusal Letter

拒绝函

A Refusal Letter

Objectives

know how to write a refusal letter according to different situation

Be able to grasp the format and the content of a refusal letter

DSG Corporation failed to deliver the goods (the PZ-200 models) to Shanghai on time. And you feel not able to wait for the delayed goods. Write a letter rejecting the delayed delivery and explaining your reason.

Task Description

Dear Sir or Madam,

We are sorry to inform you that we have to cancel the order No.2312 as you failed to deliver it on time.

Yours faithfully,

Liu Yanli

Secretary

How to say “No”

Analyzing Liu’s writing

How should paragraphs be arranged in an “unpleasant” message?

What is the major character in writing a refusal letter?

How can we express a tactful “no”?

Need to be free of personal emotions.

Need to be accompanied with some kind of explanation.

Need to use tactful wording.

Need to keep goodwill

FINDING

Nature of a refusal Letter

Directness State the main idea

of the message Provide all the

necessary details Close the letter

pleasantly looking to the future

Indirectness Put a buffer at the

beginning Embed the “no” in

the middle Build goodwill at

the end

Writing the pleasant Writing the unpleasant

A four-step process:

Step 1 Step 2 Step 3 Step 4

Begin with a buffer

☺best news☺appreciation☺facts of problem☺an apology

Explain the refusal

☺tactful☺logical☺convincingly

State the refusal

☺bad news☺constructive suggestions

Close positively☺a forward look☺an alternative to the refusal☺ good wishes☺ Freebies☺Resale or sales promotion

Sample analysis

Dear Mr. Stone,Thank you very much for your letter dated September7, 2006. We have mailed you all the brochures and price information you need.

Thank you for your proposal to be our exclusive agency. Your annual report has been carefully read. All the Board members are convinced what a successful company yours is and what a wonderful business partner you will be. But unfortunately, we have established a long-standing relationship with Hong Kong JUNJIE Company and granted it the right to be our sole agency in China’s Mainland and Hong Kong SAR.

We have to therefore reject your proposal with so many regrets. To return for your kindness, we promise to offer you the best prices for the products you are interested in.

Best wished for your continued success in business and look forward to hearing from you again.

Yours sincerely

Bob Fratelli

Manager

--- beginning with something agreeable for both the sender and the recipient.

--- stating reasons directly but tactfully--- implying the bad news and offering constructive suggestions or alternatives

--- closing positively to keep the goodwill of the recipient

Correct Liu’s writing

1. Reveal the subject matter of the letter and lead to an explanation.

2. Present a clear explanation of the urgency for the punctual arrival of the goods. Explain technical terms so that the reader can understand

3. Continue to help the reader understand how to interpret the statement without sounding stingy. Explicitly claim the refusal because the explanation indicates you had no other choice

4. Shift emphasis away from the refusal and look confidently to future business

Reference Expressions

Beginning with a buffer In reply to your letter regarding the supply of 10 free sample units of our product No. 1080. We were pleased to receive your order of … for a further supply of 500 air-conditioners. We appreciated your continuing confidence in our products. Thank you for your inquiry of 23 August. We are always pleased to hear from a valued customer. We are pleased to receive your letter of … in which you request to... we appreciate this opportunity to serve your needs. We understand your concern about the… you mentioned in your letter of May 6th.

Explaining RefusalIn order to minimize shipping and office costs, we have established… as the minimum amount for every order. Your plan sounds excellent and we are sure that it will bring lots of benefits to your personnel. But we will have to… As we are going to launch a new serial of products onto the market, we need to have adequate funds to facilitate this promotion. As you know that owing to…, we will not be able to meet the agreed delivery date. Much as I should like to attend your exposition, my schedule will be fully engaged next week. That has been a difficult decision for me, but I believe…

We are sorry that we are unable to comply with your request. Unfortunately, we are not in a position to accept your request. Unfortunately I have a schedule conflict and I will be unable to attend the forum. Much to our regret, we are unable to accommodate your request. After much consideration, we have decided… I am sorry that I cannot accommodate you in this matter and I hope you will understand. Unfortunately enough, owing to…, and we should be glad if you would accept our apologies. Unfortunately, it is not possible to… because…

Stating Refusal

Offering a Constructive Suggestion or an Alternative Plan

We are now enclosing new brochure in which you can know about my newly issued regulations regarding this product. We have referred to your letter to one of our counterparts, which specializes in this line of services. If you have any other projects, however, please let us know as we are always open to new investment proposals. But we can only offer your order on the basis of a confirmed, irrevocable letter of credit.. I am checking with other manufacturers in the area who are working with the materials you want. They may be able to give you the quality you desire at a fair price.

Closing Positively

TEXT TEXT TEXT TEXT

Should you require any further information, please do not hesitate to contact us. Thank you for the time and consideration you have extended. We are looking forward to receiving your favorable reply and always ready to entertain your consistent orders. We are also looking forward to your success in this field. Thank you for giving us this opportunity to explain this situation. We are pleased to do business with your organization and will continue to serve you with quality industrial equipment. We look forward to the opportunity to serve you again. Thank you for giving us this opportunity to explain the situation.

Sample Letters

Saying No to an Offer

Dear Sirs,

Thank you for your impressive sales presentation on 3rd March. It was very informative and you answered all our interested questions very professionally.

We have considered your proposal very thoroughly. Unfortunately enough, we have decided not to proceed at this time for the sake of our financial situation.

Over the next few months, we will be scaling down our operations to offset the downturn in trade. When the economy picks up, however, we will certainly be interested in talking to you again.

If it is possible, could you please contact us in five months’ time, when we might be interested in taking matters further.

Yours faithfully

Saying No to a Customer’s Request Dear Ms. Stevenson,

Thank you very much for your letter dated July 15, 2008, in which you showed your interest in our products.

Unfortunately, we must let you know that for competition reasons our production line comprises only specific items. We do not produce the merchandise you request.

We have, therefore, asked BCP Corporation, with which we have close connections, to send you an appropriated order.

We are including a brochure showing the item we manufacture. If you are interested in any of these, please let us know. We will then send you a detailed quotation including delivery, prices, terms of payment and etc.

Sincerely yours , (Signature)Encl: Brochure

Saying No to an Invitation

Dear Mr. lee,

Thank you for inviting me to talk about the latest development in the production of health food at next month’s FMA Seminar. I would like very much to join the discussion and offer my own views to business people and professionals.

Unfortunately, I have got to go to New York next month to visit some of our factories. I am afraid I won’t be ale to attend the seminar.

If you are planning to have other seminars in the future that will feature the same subject, I would be glad to speak, schedule permitting. Thanks you again for the invitation.

Yours sincerely

Saying No to the Return of Merchandise

Dear Mr. Silverman, Over the years we have had to formulate various company policies. These policies have never been arbitrarily adopted, but rather chosen in order to accommodate our customers by providing our product at the lowest conceivable price while remaining in business. One of these policies is that our customers have 60 days in which to return any merchandise for a full refund. We feel this allows them sufficient time to inspect our product and be assured of its quality. I am grateful for the business you have seen fit to give our firm and am proud to have you as one of our customers. I cannot, however, authorize the return of our merchandise as you have requested, because you took delivery over 93 days ago. I am sorry that I cannot accommodate you in this matter and I hope you will understand why we must take this position. Sincerely yours,Susie Moss

Dear Mr. Preston, Thank you for taking the time to send us your résumé and the returned application form. We appreciate the interest you have expressed in working in our company. It is clear that you are a motivated individual with some important skills to offer. Unfortunately, after reviewing your experiences and interests related to our current opportunities we have to conclude that we do not have a suitable position available. This decision is certainly not a reflection on your qualifications or capabilities. We are only in a position to assess your qualifications as they relate to our present opportunities. We do, however, keep your application on file for a period of two years. If our situation changes, we will be happy to get in touch with you within that time frame. In the meantime, we wish you a good luck in finding a challenging position in your field of interest.

Sincerely yours

Saying NO to a job application

Saying No to Credit Request

Subject: Payment by D/A

Dear Richard, Thank you very much for your continued confidence in us. Your order suggests that your company is making good progress. To assure yourself of continued growth, we feel certain that you will want to follow sound business practices. As you may know, most financial experts say that maintaining a reasonable indebtedness is a must for sound growth. About a 2-to-1 ration of current assets to liabilities is a good minimum. In the belief that this minimum ratio is best for all concerned, we extend credit only when it is met. As we are always striving to meet your needs, may we suggest that the payment for this order is 50% by L/C at sight and 50% by D/P at 30 day’s sight? The documents will be released upon full payment. We thank you for your continuous support and look forward to serving you.

Yours sincerelyCaroline MillerSales Manager

1. We appreciate your continuing support and confidence in our products.

2. As you know that I am fully engaged with a conference during that period.

3. We are checking with other manufacturers in the area who are working with the materials you want. They may be able to give you the quality you desire at a fair price.

4. 我非常想出席你们的博览会 , 但下周的日程已安排满了 .

5. 非常遗憾的是我们不能满足您的要求 .

6. 如果将来还能为您服务 , 请立即与我们联系 .

非常感谢您对我们产品的一致支持和信任。正如您所知道的，那时我将忙着去出席一个会议。

我们核查了这个地区的其他一些生产您所需要材料的厂家， 他们或许能够给你提供价格合理质量的满意的产品。Much as I should like to attend your exposition, my schedule will be fully engaged next week.Much to our regret, we are unable to accommodate your request.If we can serve you further in the future, please don’t hesitate to contact us.

Refusal

Refusal1. 我们非常理解您对……的关注 . 我们将一如既往尽最大努力把事情办好。

We understand your concern about the ….. As always, we are willing to do as much as we reasonable can to make things right.

2. 感谢您的订货和要求。我们为有机会尽我们所能为您服务不胜感激。Your order and request are sincerely appreciated. We are always grateful for the opportunity of serving you in the best way we can.

Be neutral for the answers.Present explanations for the

situation.Present the bad news in a positive

and polite way.End with a willingness to continue

business in the future.

Summary

Directions: write a refusal letter according to the given situation.

ABC Bank has offered you the position of Marketing Manager, but you found another opportunity which offered you higher salary and more convenience in location. Write a polite refusal letter to Ms. Cruse from ABC Bank to turn down the job.

Assignment