商家都是希望买卖越做越大的。对于客户的要求通常都会回答yes。但是，在某些情况下，拒绝要求也是在所难免。
如何拒绝是一个非常有技巧的问题。当说no的时候，一定要表示出诚挚的态度，同时还要考虑措辞，不要让客户感到太失望，如果可能的话，可以提供一些其他的选择。
下面是一封对独家经营权的谢绝，我们看看厂家是怎么措辞的：
Dear Sirs
Thank you for your letter dated 8th July. We appreciate your confidence in our product and your concern over our distribution enlargement.
From the enclosed catalog you will see that a newly developed brand "Elephant" for painting knives has been introduced to our customers recently. The new models are attractively designed and include the latest technical improvements. In leather case, the knives themselves come in six more sizes and shapes than the original brand "Squirrel", which has been discontinued for two months. Although more expensive than the "Squirrel", models in the "Elephant" range have already been well received and good sales have been regularly reported from many directions.
As part of our efforts to keep down our customers' cost, we are increasing sales by distributing through as many direct marketing outlets as possible especially at the stage of our new brand introduction. Dealers in other areas appear to be well satisfied with their sales under this arrangement. We appreciate your request to be appointed a sole distributor for your area.
We do hope, some day in future, we will announce the inclusion of your name in our list of approval distributors.
Enclosed is a copy of the "Elephant" brochure from which you may find the details of our new brand painting knives. We are also delighted to have sent you a parcel of samples which, we are sure, will help ensure that your customers will return to your company for the new range.
We are looking forward to receiving your favorable replies and always ready to entertain your consistent orders.
Yours truly