# Sample Case Cards

Use these cards first for sample-stage email problems.

## CASE-SAMPLE-001 Wrong sample sent

- Stage: Sample stage
- Trigger phrases:
  - We sent the wrong sample
  - The sample is not the function the client wanted
  - Can we avoid the return and reduce our loss
  - 发错样品了
  - 样品发错了怎么办
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 1 wrong sample sent`
- Case takeaway:
  - Start with a direct apology, but do not rush to accept full loss without conditions.
  - Give 2-3 practical options so the client can choose a face-saving solution: (1) help sell the wrong sample locally since return freight may exceed product value, (2) use the wrong sample as a complementary item, (3) accept return but offset the shipping cost against the next order.
  - If the client insists on return, bind the return handling to the next order or prepaid freight.
  - Separate the service mistake from the product quality — the product itself is fine, just not what was ordered.
- Reply mindset:
  - Apologize clearly but stay solution-oriented
  - Offer structured options that minimize both sides' losses
  - Reduce reverse-logistics cost
- Do not say:
  - This is not our problem
  - Please just return it first
  - It was your fault for not specifying clearly

## CASE-SAMPLE-002 Client wants many country samples but will not pay

- Stage: Sample stage
- Trigger phrases:
  - Many versions or country samples needed
  - Client refuses sample fee
  - Sample quantity is too wide before order certainty
  - 客户要很多国家的样品但不付费
  - 打样数量太多
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 2 multi-country sample request`
- Case takeaway:
  - Narrow the sample scope back to the core validation purpose — the main goal of samples is to test quality, not to cover every variant.
  - Offer a reduced first batch (4-5 countries) for testing, or request partial sample payment if the full scope is necessary.
  - Frame the request as a joint effort to keep the project efficient and serious.
  - Use the "VIP Customer Meeting" framing — position the decision as coming from a company-level discussion, not just the salesperson.
  - Key logic: "People pay more attention to things they paid for" — paid samples bring orders, free samples often don't.
- Reply mindset:
  - Support the opportunity but control sample exposure
  - Link deeper support to real commitment
  - Make the client feel valued while setting boundaries
- Do not say:
  - We cannot support you at all
  - Pay first or forget it
  - Your order is too small for this many samples

## CASE-SAMPLE-003 Sample received but client is silent

- Stage: Sample follow-up
- Trigger phrases:
  - The client received the sample but is not replying
  - We need feedback after testing
  - How do we follow up without sounding empty
  - 客户收到样品后不回复
  - 样品寄出后没消息了
  - 已测样不回复
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 3-5, 12 sample follow-up`
- Case takeaway:
  - Do not send an empty follow-up such as "How about the sample?" or "Any update?" — these give the client an easy excuse to ignore.
  - Use the "three-step follow-up" approach: (1) reference the shared effort that went into the sample order, (2) offer concrete testing tips or a checklist, (3) create a time anchor like a holiday or production slot.
  - Make the reply easy by asking 2-3 concrete checkpoints: "Are all goods in good condition? Are they as specified? Did you meet any difficulties during selling?"
  - Remind the client of the time both sides invested — create a sense of shared commitment.
  - If the client tested but went silent, provide professional testing tips to re-engage.
- Reply mindset:
  - Add value in the follow-up — never send empty check-ins
  - Lower the reply threshold with specific questions
  - Guide the client toward the next step with a time anchor
- Do not say:
  - Any update?
  - Please reply ASAP
  - Did you see my last email?
  - How is the testing?

## CASE-SAMPLE-004 Client complains sample process was too slow

- Stage: Sample stage
- Trigger phrases:
  - The client says we reacted too slowly
  - Sampling delay damaged trust
  - We forgot promised follow-up items
  - Client says they don't trust us to handle the order
  - 客户投诉打样慢
  - 客户说我们反应太慢不放心下单
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 7 slow sample handling`
- Case takeaway:
  - Admit the operational problem directly — do not make excuses or minimize the delay.
  - Separate the service failure from the product value — the product quality and advantage are still there.
  - Ask for one more chance with a concrete correction path: offer to escalate to a senior colleague, provide a specific timeline for the next steps, or invite the client to hold you accountable.
  - Show genuine emotion — acknowledge that losing the client would be a real loss, not just a business setback.
  - If the client's trust is severely damaged, offer to involve a senior team member to rebuild confidence.
- Reply mindset:
  - Own the process issue completely
  - Protect product credibility while admitting service failure
  - Rebuild trust with corrective action and accountability
- Do not say:
  - Please do not judge our whole team
  - It was only a small delay
  - We were busy with other orders
  - This kind of delay is normal in our industry

## CASE-SAMPLE-005 Client resists sample fee or shipping fee

- Stage: Sample stage
- Trigger phrases:
  - Client does not want to pay sample fee
  - Client wants free sample and free freight
  - We need the client to share some sample cost
  - 客户不愿意付样品费
  - 客户不愿意付运费
  - 某公司自居不付样品费
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Cases 8-10 sample fee resistance`
- Case takeaway:
  - Explain that paid samples usually create more serious evaluation — "customers pay more attention to paid things than free things."
  - Offer to deduct the sample cost from the bulk order to make it feel like a deposit, not a cost.
  - Separate sample cost and shipping cost clearly — sometimes agreeing to free samples but charging shipping is a workable compromise.
  - For large companies that claim they never pay sample fees, acknowledge their status but explain that your company policy applies to new partnerships, and offer alternatives.
  - Key psychology: paid samples bring orders; free samples often get ignored.
- Reply mindset:
  - Keep the first cooperation balanced
  - Preserve seriousness and mutual respect
  - Leave room to deduct in later bulk business
- Do not say:
  - Everyone pays this, no exception
  - You do not sound serious
  - If you can't pay for samples, how can we trust you'll pay for the order?

## CASE-SAMPLE-006 Free sample sent but client won't clear customs or respond

- Stage: Sample follow-up
- Trigger phrases:
  - We sent free samples but the client won't clear customs
  - Client received free sample and disappeared
  - Free sample sent, no response, no order
  - 免费寄样后客户不清关也不回复
  - 寄了免费样品客户消失了
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 11 free sample sent, client won't clear customs`
- Case takeaway:
  - This is a common trap — never send free samples to unproven new customers. The lesson: "Customers who don't pay for samples don't value them."
  - For the current situation, use a "moral appeal" approach — express disappointment without being aggressive, appeal to the principle that kindness should be reciprocated.
  - Frame the message around mutual respect: "I imagined that kindness should exchange kindness, favorable policy should exchange orders."
  - Ask directly whether the client prefers all suppliers to charge sample fees in the future — this creates gentle moral pressure.
  - If the client re-engages, immediately pivot to a paid arrangement for the next step.
  - Prevention for future: always require at least shipping cost payment, even for "free" samples.
- Reply mindset:
  - Use moral leverage without being aggressive
  - Turn the situation into a lesson for future dealings
  - If the client returns, rebuild on a paid basis
- Do not say:
  - You owe us money
  - We will never send you anything again
  - You are dishonest
  - We demand you clear customs immediately

## CASE-SAMPLE-007 Sample test failed or quality dispute on sample

- Stage: Sample stage
- Trigger phrases:
  - Client says sample quality is bad
  - Sample test did not pass
  - Client claims sample is dirty, fading, or defective
  - Client threatens negative review based on sample
  - 样品测试不通过
  - 客户说样品质量有问题
  - 客户威胁差评
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 13 sample test failed, client threatens review`
- Case takeaway:
  - When the client claims a quality issue, immediately test the retained sample on your side and document with video.
  - Request the client to also test and provide video evidence — this is a reasonable request and helps establish facts.
  - If the client has already discarded the sample and threatens a negative review, stay calm and professional. Acknowledge their right to leave feedback, but firmly request re-confirmation of the issue.
  - Separate fact-finding from the remedy — don't offer compensation before understanding what actually happened.
  - If the evidence shows the sample is fine, present your test results professionally without being confrontational.
  - Key principle: "Things happened with reasons" — approach the dispute as a joint investigation, not a blame game.
- Reply mindset:
  - Stay calm and evidence-based
  - Request mutual verification before offering remedies
  - Protect your position without being defensive
- Do not say:
  - You are lying about the quality
  - Our products never have problems
  - Go ahead and leave a bad review, we don't care
  - You must have damaged it yourself

## CASE-SAMPLE-008 Client demands free resample after first sample mismatch

- Stage: Sample stage
- Trigger phrases:
  - Client wants us to resend samples for free
  - First sample did not match expectations, client wants remake
  - Client demands free sample and free shipping for resample
  - 客户要求免费重新打样
  - 第一次样品不满意要求重寄
- Source anchors:
  - `03-email-case-library.md / SRC-003 / Case 6 client demands free resample`
- Case takeaway:
  - When the first sample didn't match expectations (but was made to spec), acknowledge the gap between expectation and result without accepting full blame.
  - Offer to resample, but negotiate cost sharing — especially if the mismatch was partly due to unclear specifications from the client.
  - Frame the resample as a joint investment in getting the order right: "A good business needs more communication and some extra effort from both sides."
  - If the order potential is large, consider absorbing the sample cost but charging shipping — this shows goodwill while maintaining boundaries.
  - Use emotional connection to rebuild rapport: reference the distance between you, the effort invested, and the shared goal.
  - Check if the client is still exclusively working with you — if they haven't found other suppliers, you have leverage.
- Reply mindset:
  - Share the cost of getting it right
  - Rebuild rapport through emotional connection
  - Protect the relationship while maintaining fair cost sharing
- Do not say:
  - The first sample was exactly what you asked for
  - We won't resample unless you pay everything
  - This is your fault for not being clear
  - Take it or leave it
