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3.4 THE EXPORTER TURNS DOWN THE ORDER

FINE TEXTILES LTD.

Hope on Road Stroke-on-Trent ST7 1QF England

Our ref.

Your ref.

Order 2513/JF

9 June 20__

Mr S.Olssen

Johanssen Forlag

21 Kirkegate

Stravanger 5026,

Norway

Dear Mr Olssen,

Thank you for your order No. 2513/JF for 15,000 metres of «Golden Orchid» pattern silk cloth and 20,000 metres of «Purple Fantasy» pattern silk cloth.

To our regret, we have run out of patterns you asked for. As you have particularly requested only these patterns we will not offer substitutes, but suppose we will be able to supply you within the next month. We hope you will contact us then.

Yours sincerely,

M.York

M.York

Export Manager

LEAD-IN 4

It is not always necessary to refuse an order. If you receive an order for something you cannot supply, there are two courses open to you:

(a) Send a substitute	(i.e. the	nearest you	have to what the customer wants. Sending
a substitute	will	be	reasonably	safe	with
a regular customer only).

(b)Make a counter-offer (i.e. an offer of other goods or services which are not precisely what the customer asks for).

In any case, when you try to sell an alternative product, do not criticize the product you can no longer supply.

4.1 ORDER FOLLOWING A SPECIAL OFFER