Lecture 6 Enquiries Replies to Enquiries

8/19/2019 Lecture 6 Enquiries Replies to Enquiries

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Lecture 6

Types of business letter layout

Layout patterns/ styles:

indented style

block style

semi-indented style

The indented style requires:

letterhead

inside address

complimentary close

signature block

• each line be indented as compared to the line above

• closed punctuation (full stops, commas, etc) is used after each element and line of theselayout items

letter body

• the first line of each paragraph is indented

reference line

date line

complimentary line

• are placed on the right-hand side

The block style

all layout items are placed on the left-hand side

punctuation is omitted from all the items ecept for the main letter body

each line of the paragraphs starts in the left-hand margin

paragraphs are separated by double space

The t!o patterns differ from many points of vie!

"o!ever, the use of punctuation in the main body of the letter is compulsory in both cases#

$ombinations of the t!o patterns:

semi-block style - (!hen some elements are placed in the centre of the paper or on the

right-hand side)

semi-indented style → indentation of the first line of each paragraph

→ full punctuation (inside address, salutation, complimentary line,

signature block and enclosure line)

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MAKING AN ENQUIR

Complete the following letter and then answer the questions:

%# &ho !rites on behalf of ''"*+ "otels

# &ho is the addressee

.# &hat information is given in the first paragraph

# &hat does 0r $arlsson say in the second paragraph of his letter1# &hich of the phrases belo! !ould you use to refer to 0r# $arlsson2s action

"e is → arranging a meeting

''"*+ "otels

%3 Lion 'treet4 5"6 5msterdam

The etherlands

%1 6ecember 33.

7our ref:

8ur ref: 5$/gc/ 5mst 3.

The 9805'T ;ank

% nescu, ?eneral 0anager of @Ro!Tour@- ;ucharest,

!ho has =.= you as one of the most reliable banks in 9omania#

&e are == the hotel=1= and our =A= of hotels is !ell-kno!n =4= +urope# &e have

recently =B= the 9omanian market, !ith t!o =C= in ;ucharest and !e !ould =%3= to

=%%= your bank for paying =%=our staff =%=our suppliers#

&e !ould =%= if you =%= send us =%1= about the card system and credit lines you

can =%A= us#

&e look =%B= to =%C= from you soon#

7ours =3=

SCarlsson'teven $arlsson

"ead of inance 6epartment


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→ making payment

→ sorting out letters

→ giving a presentation

→ making an enquiry

→ making a proposal

Letters of en"uiry → asking for information

7ou make an enquiry in order to find out:

!here you can find the product

ho! much you have to pay for it

if you can get a discount

!hat quantities of that product are available

ho! soon the supplier may honour your order

!hat similar products are available on the market

The paragraphs of an enquiry letter have clear functions:

#a$unction E%a!ples

&st introduction

(ho! you found information

about the addressee: name,

address, type of business

etc#)

@&e have found the 'eptember issue of your

magaDine in the library of @9omTour@-;ucharest#@

@0r# 'teven 9obson, 0anaging 6irector of

*65' $orporation, one of our partners, has

recommended your company to us and =@

@&e have heard of your firm at the .rd air of

$onsumer ?oods in Tokyo last year#@

'nd

(

)rd

• giving additional

information about

the situationE

• giving brief

information about

your companyE

• offering to give

further informationE

• launching therequest#

* @&e are in the hotel industry and our chain ofhotels is !ell-kno!n throughout +urope@

* @8ur company is involved in road building#@

* @&e !ill be happy to offer you further details#@

* @&e !ould like your comments on the possibilityof organising a Foint conference#@

* @&e !ould appreciate if you !ould consider our proposal for a partnership#@@$ould you please send us your catalogue and price list@

las

t

pa

ra+

ra

p,

- ending the letter (a

formal sentence to

close politely)

@&e look for!ard to hearing from you#@

The general structure of an enquiry letter: may begin directly !ith the request

information about the sender G his interest in the request made

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has to indicate the source of information, !hich has facilitated the enquiry

Letters enquiring about people → more specific

• it sho!s clearly !ho you are enquiring about

• describes the situation that has led to the enquiry (promotion to a top position,

ne! employment, a prospective merger/partnership etc#)

9ecommendations:

• include a set of clear questions that !ill help the respondent to structure the ans!er

accordingly

• these letters should

• the information supplied should be used for business purposes only

• getting or giving information about someone → !ith the permission from the person

concerned

• such information must be treated confidentially

RE#LIE- T. ENQUIRIE-

5 serious businessperson !ill al!ays ans!er an enquiry#

5ns!ers:

* positive → an order or a contract !ill follo!

* negative (refusal)*nterested in the proposal → ans!er it promptlyH

+perienced business people use to move fast:

confirm the letter: orally, over the phone, by e-mail

a formal letter !ill be sent later

9ead the enquiry reply letter belo! and then find in its tet the parts that comply !ith the

functions given in the list belo!:

a. confirming receipt of enquiry and thanking for the letter

b. epressing satisfaction for being contacted

c. giving specific information in ans!er to the questions in the enquiry

d. taking action

e. closing optimistically, epressing hope for future co-operation


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9805'T ;5I

. Iing erdinand ;ulevard

6istrict %, ;ucharest

9omania

3 6ecember 33.

7our ref: '$/gc/9om#3.

8ur ref: 86/ms/ 5mst 3.

The ''"*+ "otels

%3 Lion 'treet

4 5"6 5msterdam

The etherlands

6ear 0r $arlsson,

9e: 7our letter of %1 6ecember 33.

Thank you for your above-mentioned letter enquiring about our banking services# 5s you

have found out from some of our clients, our standards are high and our services prompt

and efficient#

&e have recently developed our range of products, including some ne! credit lines, !hich

are successfully used by many large 9omanian firms and foreign companies !orking in

9omania#

&e are sending you enclosed a detailed description of our products and hope that you !ill

find them suitable for you# Jlease contact us by phone or e-mail if you have additional

questions# 8ur staff !ill be glad to help you make the best choice#

&e look for!ard to hearing from you soon#

7ours sincerely

ODumitrescu

8ana 6umitrescu"ead of 0arketing 6epartment

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# ?iving negative replies to enquiries

'/a Complete the following sentences that are often used in letters expressing refusal:

&/ &e are KKKKKKKKKK that !e KKKKKKKKKKK send the goods so soon#

'/ &e KKKKKKKKsorry KKKKKK !e KKKKKKKK unable to help you KKKKKK developing the proFect#

)/ &e are sorry to KKKKKKKKKyou that !e KKKKKKKKKKinvest in hotel industry#

0/ &e KKKKKKKKK that !e are KKKKKKKKKKto grant you such a big loan !ithout third-KKKKKKK

guarantee#

1/ &e KKKKKKKKKKKK inform you KKKKKKK the $% video proFectors are KKKKK of stock#

6/ &e KKKKKKKKKto inform you that the opening you are interested in !as filled t!o !eeks ago#

2/ KKKKKKKKKKKK, you have failed to supply the goods as per the contract#

'/b Now fill in the paragraphs below taken from two letters of refusal:

@&e =%= to inform you that !e no == manufacture the proFector type you are =.= in#

*nstead, !e could == you a similar product at an affordable =1= and significantly =A=

characteristics#@

@ Thank you for =%= letter ==3 une 33 =.= about a bank ==#

5fter careful =1= of your documents, !e =A= to =4= you that !e are =B= to help you#

=C=, you do not =%3= sufficient collateral, as it results =%%=your documents#@

5 letter of refusal

carefully !orded

the general tone of the letter → respect and understanding

to create a favourable atmosphere for a possible relationship in the future

'tages:

• confirm receipt of the enquiry letter

• epress regret (for not being able to help)

• give reasons for your negative ans!er

• offer an alternative (if possible)

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• end on a friendly, encouraging tone

4

'T59 ;ank

1 Long 'treet

+dinburgh.+ 1A +?

?reat ;ritain

?rung!ald and 'on

orest 'treet

5msterdam

The etherlands

6ear 0r ?rund!ald

9eply to enquiry

Thank you for your letter =%=%B 0ay 33#

== your proposal is very attractive, !e =.= that !e are == to invest in

your proFect for the moment#

=1= some management changes, !e =A= restricted our =4= funds for a

certain =B=of time# &e =C= move back to our =%3= investment =%%= as =

%= as some old =%.= !ill =%=been =%1=# &e estimate that this !ill not

=%A=more =%4=si months# =%B= your proposal is really interestingE !e cantake your proFect as a priority at that time#

Thank you again for your=%C=#

=3= our proposal does =%=fit you, !e !ould like to ==you every

success in the future#

7ours =.=

MBray0ary ;ray

"ead of *nvestments 6epartment

Documents

Lecture 6 Enquiries Replies to Enquiries