First, the content: first of all, we must have sincerity and respect. Let the customer know your sincerity and respect for him. Accept each other's opinions, suggestions, etc. Generally, it will not bring unhappiness to the other party, but when you refuse, it will inevitably make the other party unhappy. So when you write an email at this time, the language must be euphemistic and implicit, and you must express your respect for the other party and let the other party know that your refusal is reasonable.
Secondly, the email reply should be realistic and there should be no fraud. No one is a fool. He may be cheated the first time, but what about the second time and the third time? Since it is a buying and selling behavior, it is generally not a "one-shot sale". Everyone wants to retain customers. Therefore, when replying to customers, you should be uncompromising and don't cheat. Deception is tantamount to suicide!
Second, in form, you should conform to the format of the letter and show your due quality. Don't be casual unless it's an emergency. In fact, the randomness of email reply may be the basis for customers to judge that you are also casual.
In addition, in language expression, we should use more respectful words to each other and more modest words to ourselves.