这一篇是来自门徒俱乐部的投稿，属于「商务条件谈判」。我们来看看怎样才是「说之以理，动之以情」。BE(business english）用得好，就必须两者俱备。以下正文：
Ben叔叔你好！
看了很多篇您写的BE，很精彩。终于忍不住，我也来投稿了！
我的背景很简单。
客人要DDU模式到付，我们一般是100%发货前付清。鸿沟啊~！
之前跟客人拉锯过一次了，各种招数，装高大上啊，装可怜啊，还扯过说公司之前出过一次没有收回货款的例子，所以现在只接受前TT，能扯的理由基本扯过了。
客户稍微动摇了一点最后还是回归原位了。
然后自己就是默默跟进，有点死嗑的味道，因为心里总感觉这个客户的付款方式也不是完全改变不了的。
自己反思之前的邮件都不是很理想。
最近又收到客人的询盘，还是问付款方式能不能接受。
以下是我的回复，自我感觉比之前进步好多，但是自己读读还是觉得挺生硬的。
请Ben叔叔改改，谢谢！Ben叔叔轻点喷。 ；-）
客户邮件：
Hi I,
I am about ready
to place more orders for 4mm white?
Let me know if you
are interested in doing business with us.
Material to be
paid upon arrival.
我的回复：
Hi，
Very glad to get
your 2nd inquiry.
To be honest, our
standard payment terms is 100% prepaid before loading. (30% deposit before
production + 70% balance paid before loading ). I don't want you think we are
too rigid, but actually this is also the standard terms in our industry.（这句不错，不是英文不错，而是看到诚意。standard term不要乱吹，真的是standard才说，不然客户看到其他供货商不是这个standard时会迷之怒。）
I've do my best to
persuade our management to meet your request, but it's too hard for us to fully
accept your way. I hope you can understand my thoughts.（你又不解释为什么不能接受，只说是跟高层争取过了，说服力不够。不过好像比上几篇说：我跟老板说了下他就答应减价了。。。要好很多了。）
We cherish every
customer,（cherish, 用字不错）so below
is the our solutions for you:
25% deposit before
production, we also need deposit to pay our raw material supplier, 75% balance
paid 15 days after see the copy of bill of lading.（注意。。。你这句在说，我的物料成本只是占了25%其他的除了人工就是利润了～哗。。。1元的料4元卖出去，暴利啊。。另一个要点，客户可能会觉得你这什么破公司？买料都不够钱了？我还敢用你吗？）
At this way you
will pay balance when material almost arrive at you. I hope this make you feel
much better.
I understand as a
serious buyer you may worry about our quality,（感觉除了质量外，他在乎的还有其他。你先别一箱情愿地以为人家对你的质量没信心。。。还是你自己没信心？）my suggestion is you can request a third party to inspect goods
before shipment, we will do shipment until get approval from your inspection.
We welcome inspections before shipments, this help assured for both buyers and
us. Or you can place a trial order to check our quality and services before
place regular orders.
I hope this time
can make you satisfied
单以英文来说，本篇不过不失。不过，我再三强调，BE的B比E大，就是说，回复时的思维比用语重要。不知读者有否发现，回文完全没提及客户要求中的一个要点：DDU。
我估计少于20％的业务员做过DDU的单，而要求过供货商做DDU的人，也一定不多。要入手，先要明白一点：为什么客户要做DDU?
首先，我把维基百科DDU的定义抄出来，如下：
DDU– Delivered Duty Unpaid (named place of destination)
This term means
that the seller delivers the goods to the buyer to the named place of
destination in the contract of sale. A transaction in international trade where
the seller is responsible for making a safe delivery of goods to a named
destination, paying all transportation and customs clearance expenses but not
the duty. The seller bears the risks and costs associated with supplying the
goods to the delivery location, where the buyer becomes responsible for paying
the duty and taxes.
简单说，除了客户当地关税之外的所！有！费！用！都是供货商负责的。我第一次接触DDU是在某500强位于厦门保税区的组装工厂。参照VMI／JIT的模式，我们要求供货商报价必须以DDU来报。结果是，大的供货商还好，小的供货商我都得花不少时间去解释这跟FOB有什么分别。中国外贸界，绝大部分人都还是只会做FOB，连CIF都不想报。（别误会，这不一定是坏事！！）所以DDU这个「全包」的定义把很多供货商都吓退了。
那么，为什么买家／客户方要求DDU呢？一个原因是风险，特别是未试过在本国以外的地方进口一些不是太懂的产品时，买方怕有任何未可预计的风险时，DDU是最安全的。假如中间突然来个海关抽验费用（可能某个野蛮国家海关不够钱过年时），成本都能转嫁都供货商。
另一个原因，哼，说你都不信：懒！老外懒得去查中间还有个什么鬼费用，反正你就报送到我家门口的费用就行了。
所以我们回这信时也该把DDU的元素回了。我直觉，这客户这次要求100％DDU货到付款的原因，并非在于现金流问题，而是风险！！这位同学一直坚持死嗑的力度，可能用在错的方向上了！他一直只说自己工厂如何受过伤，却没帮老外想如何降低他的风险。
Ben叔叔认为logic应该是这样的。1, 你的单我当然是要接定的了，现在只余下一个简单的技术性问题，我们可以谈好的。2, 我们也没做个DDU，不过我查了，以下是整个费用的清单。3, 您看看其实也不是那么危险的，4, 风险是对等的啊我们也有担心呢～5, 所以，一人让一步吧。
说之以理，以上logic就是理了。接下来就看你的BE如何动之以情了。来吧！
Hi,
Of course I am
ready to intake your order :) We’ve spent
long time together trying to make things happen (yeah…yeah..ok.. 文法老师又来说我错吧）and I am sure we can figure it out. （拉拉战斗友谊。不过此处这一段不是所有情况都合适。有时，你想拉近距离，有时你却是想怎样保持礼貌的距离。这一点要你自己决定）
As an industrial
norm（norm跟standard差不多，不过standard是个比较科学和生硬的字）, 100% payment before
shipment has it reason. If you are so kind （这里我用了你们一直很爱的kind字。为什么？）to put yourself into my shoes:
you get a paper or sometime just a verbal confirmation from customer and then
you start to spend money on material and processing. Until the goods
arrive your customer you don’t get anything back.
The risk and the cash cycle are just too big for us. （要让他明白你的处境，这个put yourself into my shoes是挺好用的）
We also notice
your request on DDU term. To be frank we don’t normally
work on this term simply because we don’t understand
the risk behind it. （不明白这个风险所以我们很少做DDU。非常合理） In order to win your order （我是有多想要你的订单啊！）we seriously look into it and work together with a logistic provider
who has good experience and presence in your country. （要说明，你找的不是一个一段的三流物流公司。他们专业，跟重要的，是熟悉贵国情况）I do a total cost breakdown for your reference by attachment with
the hope that make our cost structure more visualize to you.（这是服务！这不是你口常说的服务好，不是那种跪着接单管接管送管陪玩的服务。这是实际解决客户痛点，为他增值的服务。）
We’ve been looking for a reasonable middle point that balance our risk
and cost, and here is the proposal: （列点是最能清楚条理的方法）
1. We need XX% of deposit to kick of this project and
cover all the related cost (material + overhead)
2. We will do DDU, as you wish. （as you wish, 如你所愿）We will cover part of your
risk.
3. Feel free to arrange 3rd party inspection if it is
necessary. However I personally don’t think it
is a must. We have a quality system that you can trust. （你要派人来可以，但我觉得没这必要）
4. We offer extra 15 days for your incoming inspection
before paying us the balance. This make sure you have enough time to
check and reduce your quality risk.（仁至义尽了吧）
This is by far the
best deal we’ve offered. I hope this time we could
start the business.
Regards,
Ben
觉得很厉害的话，欢迎你加我然后赞美一下叔叔。
