客户接到货物后，若对产品的质量满意，则是交易的最好结果。但是实际上由于一些客观或主观的因素，客户对收到的货物可能会因质量、数量、包装、售后服务等方面产生不满，因此业务员收到客户的抱怨是正常的。对于客户的抱怨，业务员应该首先表示理解，对于由于卖家责任引起的问题，业务员要勇于承认错误，诚恳地向客户道歉，解释造成问题的原因，并提出解决问题的合理方案。对于非卖家责任引起的问题，业务员要向客户澄清问题，并帮助客户解决问题。
(一)由于货物质量不佳的道歉信
由于货物质量不佳的道歉信的示例如下。
Dear xxx,
We are really sorry for the quality problems you have mentioned in the email you sent to us yesterday.
Our survey shows that these problems were caused by one workers’ carelessness in painting. Although these will not affect the normal usage of the machine, but they do affect the machine's image. After negotiation with our management, we will grant you USD 200 for your next purchase as compensation. More attention will be paid to the details of surface handling to avoid this kind of mistake. Video will be shot for your supervision by the time we process the next order.
Sorry again for the inconvenience.
Yours truly,
xx
