有些商家是秉承“售出概不退換”的原則的。如果偏偏在這樣的商家買(mǎi)的東西出了問(wèn)題，該怎樣去爭(zhēng)取理賠呢？我們看看下面這位客戶是怎樣爭(zhēng)取讓商家給他換有毛病的絲巾的吧。

Dear Manager

While working in China for the past three years, I had always purchased gifts from the Friendship Gallery for my Canadian friends. The quality and value had always been more than I could reasonably expect, and I have often recommended you store to others.

Last autumn, I was back in Canada, but I did not forget to mail-order some charismas gifts from your usual annual Fall Sales. After examining the gifts supplied to my order of November 2, I found that there was a distinct hole in the middle of one of the silk scarves. Although I remember that you apply a no-return policy to this kind of merchandise, I sent this silk scarf in a separate mailing yesterday so that you may see the damage for yourself. When you receive it I am sure that you will share my surprise and dismay.

I understand from my past experience with the Friendship Gallery that this is an unusual situation. Will you kindly reconsider your no-return regulation with one of your loyal customers and replace the above mentioned silk scarf by mailing another one? I would be delighted to have it and present it to my friend for Christmas.

Yours sincerely

在信的開(kāi)頭，客戶先是贊揚(yáng)了商家的產(chǎn)品，并表示自己是他們的忠實(shí)客戶。這些話都有利于建立一個(gè)良好的對(duì)話情景。然后詳細(xì)解釋貨品的損害，以求得到讀者的同情和支持。最后，通過(guò)道義的力量力爭(zhēng)得到商家的賠償。

（改編自：《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）