商務英語寫作(修訂版．2013)（簡體書）

The following general pattern will help you handle the task better:
Begin with words that indicate to which problem you are making a response.You should use some buffers before telling the bad news.
Explain why you refuse the request politely. Try to explain things from the customers point of view.
Refuse politely.
End with words expressing the willingness for further business cooperation.
The following two letters are written according to the writing principles mentioned above. Read them and try to figure out how the writing principles are applied. The questions after them might help you accomplish the task.
A persuasive claim
Dear Sir/Madam:
SUBJECT: CODE-A-PHONE MODEL 1005
Your Code-A-Phone Model 1005 answering unit came well recommended. We purchased three for different departments in our business.
After the three units were unpacked and installed, we discovered a problem.Apparently our office fluorescent lights interfere with the electronics in these units. When the lights are on, heavy static (靜電干擾) interrupts every telephone call. When the lights are off, the static disappears.
We cannot replace the fluorescent lights, so we tried to return the Code-A-Phones to the place of purchase (Office Mart, 2560 Haslett Road, Lansing, MI48901). A salesperson inspected the units and said they could not be returned since they were not defective and they had been used.
Because the descriptive literature and instructions for the Code-A-Phones say nothing about avoiding use in rooms with fluorescent lights, we expected no trouble. We were quite disappointed that this well-engineered units-with the time/date stamp, room monitor and auto-dial features-failed to perform as we hoped they would.
If you have a model with similar features that would work in our offices, give me a call. Otherwise, please authorize the return of these units and refund the purchase price of $519.45 (see enclosed invoice). We are confident that a manufacturer with your reputation for excellent products and services will want to resolve this matter quickly.
Yours sincerely,
Brent W. Barry
President
2 A refusal letter
Dear Mr. Kelly:
We sincerely appreciate your interest in an account with our company. Whenever we can, we are always willing to serve you.
In determining what we can do for you regarding your June 8 request for credit,we made the routine checks you authorized. The information we have received permits us to serve you only as a cash customer1. But as you know, cash buying here at our discount prices can make a very real saving for your budget.
We hope to see you in the store again very soon, and we look forward to the opportunity of serving you.