Reply To Enquiry Letter
1. IntroductionReplies to enquiries can be positive, for example
when you give the reader information, or agree to do something.
They can also be negative, saying you are unable to help, or do not
have the information, service or product that the reader has asked
for.
If the letter is positive it may also have the purpose of
persuading the reader to do something such as buying a product or
booking a service. In order to do this, you might want to include
extra information or attractive-sounding descriptions. You will
certainly want to make a good impression on the reader by sounding
helpful, business-like, and efficient. Letters replying to an
enquiry usually finish with an offer to give more information or
further help if this is needed.
If the letter is negative, the negative information should
usually be given in a way that does not preclude further contact:
you might be writing to a potential colleague or customer in the
past. In a negative letter, you might want to offer a solution to
the problem, despite being unable to help personally. 2.
Discussion2.1 Part of Reply to Enquiry Letter
a OpeningMention your prospective customers name. If the
customer signs the letter Mr. B. Green, then begin Dear Mr Green,
not Dear Sir, which would indicate that you have not even bothered
to remember the enquirers name.Thank the writer for his enquiry.
Mention the date of his letter and quote any other references that
appear.Example :
Thank you for your enquiry of June 6th 1984 in which you asked
about...I would like to thank you for your enquiry of May 10 and I
am pleased to tell you that we would be able to supply you with
the...We were pleased to hear from your letter of 10 December that
you were impressed with our selection of...Thank you for your
letter NJ 1691 which we received this morning.b Confirming that you
can helpLet the writer know as soon as possible if you have the
product or can provide the service he is enquiring about. It is
irritating to read a long letter only to fine that the firm cannot
help.Example :
We have a wide selection of sweaters that will appeal to
aitages, and in particular the teenage market which your
specified.Our factory would have no problem in turning out the 6000
units you asked for in your enquiry.We can supply from stock and
will have no trouble in meeting your delivery date.I am pleased to
say that we will be able to deliver the transport facilities you
require.
We can offer door- to-door delivery service.
c Selling your product
Encourage or persuade your prospective customer to do business
with you. A simple answer that you have the goods in stock is not
enough. Your customer might have made ten other enquiries, so
remember it is not only in sales letters that you have to persuade.
Mention one or two selling points of your product, including
perhaps any guarantees your offer.
Example :
We think you have made an excellent choice is selecting this
line, and once you have seen the samples we are sure you will agree
that this is unique both texture and colour.Once you have seen the
Delta 800 in operation we know you will be impressed by its
trouble-free performance.We can assure you that the Omega 2000 is
one of the most outstanding machines on the market today, and our
confidence in it is supported by our five-year guarantee.d
Suggesting AlternativesIf you do not have what the enquirer has
asked for, but have an alternative, offer it to him. But do not
criticize the product he originally asked for.
Example :
and while this engine has all the qualities of the model you
asked for, the Power drive has the added advantage of having fewer
moving parts, so less can go wrong. It also saves on oil as itThe
model has now been improved, its steel casing having been replaced
by plastic which is lighter, more durable and stronger.Of course
leather is an excellent material to work with in the upholstering
of furniture but escalating costs have persuaded customers to look
for something more competitive in price. Fortunately Tareton
Plastics have produced an amazing substitute, Letherine, which has
the same texture, strength and quality of leather, but is less than
a quarter of the cost. The samples enclosed will convince youe
Referring the Customer ElsewhereIt is possible, or course, that you
may not be able to handle the order or answer the enquiry. Your
correspondent may be asking about a product you do not have or
service you do not give. If this is so, tell him and is possible
refer him elsewhere.Example :
I regret to say that we no longer produce the type of stapler
you refer to. Since we find there is no longer sufficient demand
for it. Im sorry we cannot be of help to you.The book you mention
is not published by us. But by Greenhill Education Ltd. If you
would care to write to them, their address isWe no longer
manufacture pure cotton shirts as their retail prices tend only to
attract the upper end of the market. All our garments are now
poly-cotton. Which is stronger needs little ironing, and allows
variations in patterns. However, if you are still set on pure
cotton garments, we advise you to contact Louis Fashions Ltd.
atEven if the product is yours, you may still have to refer the
enquirer elsewhere.I confirm that the product you require is one of
ours, but since we are able to deal only with wholesalers, not
retailers. May I refer you to Bright & Co. Ltd. at 118 Firshill
Read?Our agents in Italy are Intal S.p.A, Via Alberto Poe o 79,
Rome, and they carry a full stock of our goods.
f Catalogues, price list, prospectuses, samples
Make sure that you enclose current catalogues and price-list if
you are sending them. And if price are sending them. And if prices
are subject to change, then let your customer know. It is bad
policy to suddenly send a letter telling him that prices have been
increased by 10% after you have quoted a firm price. And if you
know they will follow the letter immediately by separated
post.Example :
Please find enclose our current catalogues and price-list
quoting c.i.f prices Kobe. The units you referred to in you letter
are featured on pp 31-34 under catalogue numbers Y32-Y37. When
ordering could you please quote these numbers? The samples you
asked for will follow by separate post.We have enclosed our booklet
on the Omega 2000 and are sure you will agree that it is one of the
finest machines of its kind. It can be adapted to your
specifications and details of this are on page 12 under the heading
Structural Changes.We have sent you our summer catalogue which
infortunately is only printed in English. Howover, we have enclosed
a German translation for the relevant pages (11-45) and hope this
will prove helpful.and we have enclosed our price-list, but should
point out that prices are subject to change as the market for raw
materials is very unstable at present.g Demonstration,
representatives, showroom visitsCertain products, e.g. heavy
equipment, machinery, installations, may need demonstrating. In
these cases the company might send a representative, or advisor if
equipment is to be installed. They could, howover, suggest that the
customer visits their agent in his own country, or a stockiest with
a showroom.
Example :
We have enclosed all the details about the Laren welder, but
feel that a demonstration will give you more of an idea of its
capabilities. We would therefore like to invite you to our centre
in Birmingham where the equipments is set up and you can see the
machine in action.As the enclosed illustrated booklet cannot really
show the efficiency of the Farnon word-processor, can we send our
representative to you with a model of the machine, and he can give
you a demonstration? If you are interested in a visit, please fill
in the enclosed pre-paid card and return it to us.The enclosed
catalogue will give you an idea of the type of sound equipment we
produce, but may we suggest that you visit our agents showrooms in
Bristol where you can see a wide range of units? The address isWe
will be able to instal the equipment within three months, but would
like to send Mr T. Griffith, our chief engineer to look over your
plant and prepare a report on the installation, taking into account
your particular requirements.h ClosingAlways thank the customer for
writing to you. If you have not done so in the beginning of the
letter, you can do so at the end. You should also encourage further
enquiries.
Example :
Once again we would like to thank you for writing to us and
would welcome any further points you would like us to answer.Please
write to us again if you have any questions, or call us at the
above telephone number.I am sorry we do not have the model you
asked for, but I can promise you that the alternative I have
suggested will certainly meet your expectations, and remember we
offer a full guarantee for three years.We hope to hear from you
again, soon. And can assure you that your order will be dealt with
promptly.2.2 QuotationIn your reply to an enquiry, you may want to
go as far as giving your prospective customer a quotation. Below is
a guide to the subjects you should cover in your quotation.1.
PricesWhen a manufacturer, wholesaler or retailer quotes a price,
he may or may not include other costs and charges such as
transport, insurance and taxes (e.g.in the UK, Value Added Tax or
VAT). Prices which include these extra cost are known as gross
prices, those which exclude them are known as net prices.Example
:
The net prices of this article is $10.00, to which must be added
VAT at 8%, making a gross price of $10.80.We can quote , those
which exclude them are known as net prices.The net prices of this
article is $10.00, to which must be added VAT at 8%, making a gross
price of $10.80.We can quote you a gross price, inclusive of
delivery charges, of $37.50 per 100 items. These goods are exempt
from VAT.A firms quotation is not necessarily legally binding, i.e.
they do not always have to sell you the goods at the price they
quoted in their reply to an enquiry. However, when prices tend to
fluctuate, the supplier will add a provision to their quotation
stating that their prices are subject to change. If the company
makes a firm offer, it means they will hold the goods for a certain
time until you order, e.g. firm 14 days. Again, this is not legally
binding, but suppliers generally keep to their offer to protect
their reputation.The prices quoted above are provisional, since we
may be compelled by increased costs of raw materials to increase
our prices to customers. I will inform you immediately if this
happens.We can offer you a price of $6.29 per item, firm 21 days,
after which the price will be subject to an increase of 5%.Whenever
possible you should quote prices in your customers currency,
allowing for exchange fluctuations.The price of this model of
cassette player is 2800 Belgian francs at today 3 rate of
exchange.
2. Transport and insurance costsIn commerce there are a number
of abbreviations that explain which price is being quoted to the
customer. The list below is in rough order of the greatest number
of extra costs to be carried by the buyer.
Example :
a. Ex-works(ex-factory, ex-mill, ex-warehouse)The buyer will
have to pay all the costs once the goods have left the factory,
mill, or warehouse. If you are quoted any of these prices you will
have to pay for insurance and transport yourself. f.o.r. (free on
rail)The price quoted covers the cost to the nearest railway
station. f.a.s. (free alongside ship)There are no extra charges up
to taking the goods to the side of the ship.In some ports small
boats (barges, lighter) are used to take the goods to the ship and
an f.a.s. quotation means that there will be no charge for this,
but there will charges for loading the goods on to the ship. f.o.b
(free on board)Loading on to the ship is included in the price
quoted. c. & f. (cost and freight)In this case the price
includes cost and shipping to the destination named, e.g. $300.00
c. & f. Hongkong. But note that insurance is not included.
c.i.f. (cost, insurance, and freight)As the term indicates, the
prices included all costs up to the named detination, e.g. $500. 00
c.i.f. Bombay.Note that some of the above abbreviations may also be
written without full stops and/or in capital letters (e.g. CIF,
F.O.R.). This book uses these abbreviations as above, but you may
come across variations elsewhere.b. Ex-shipThe importing port is
named, and the price includes delivery to this port e.g. ex-ship
Manila.
c. Franco quayThe prices includes all costs up to the importers
dockside, e.g. franco quay Hamburg. Two other term which should be
noted, but are usually used only in the U. K. are : Carriage paid
(c.p. or c/p)Charges will be paid by the sender e.g. We are
replacing the damaged goods and will send replacements carriage
paid. Carriage forward (c.f. or C/p)The transport charges are paid
by the receiver e.g. We will send the replacement glasses but as
you were responsible for the breakages. We will send them carriage
forward.
3. DiscountsManufacturers and wholesalers sometimes allow
discounts to be deducted from the net or gross price. They may
allow a trade discount to sellers in similiar trades or a quantity
discount for orders over a certain amount or a cash discount if
payment is made within a certain time e.g. seven daysExample :We
allow a 3% discount for payment within one month.The net price of
this modeo l is $7.50 less 10% discount for quantities up to 100
and 15 % discount for quantities over 100.We do not normally give
discounts to private customers but because of your long association
with our company we will allow you 20% off the retail price.The
prices quoted are c. & f. Yokohama but are subject to a 20%
trade discount off net price and we will allow a further 20% trade
discount off net price for orders of more than 2000 units.4. Method
of paymentWhen quoting terms, you may require or at least suggest,
any of several methods of payment (letter of credit, bill of
exchange, etc.) For a full treatment of this subject, see 6.3.1/2
and 9.5/7.Example :If you would kindly send us your personal cheque
for the amount quoted. We will then send the article by registered
mall.Pavment for initial orders should be made by sight draft.
Payable at Den Norske Credit bank. Kirkegaten 21. Oslo 1. Cash
against documents5. Quoting Delivery
If the enquiry specifies a delivery date, confirm that it can be
met, or it not, suggest an alternative date. Do not make a promise
that you cannot keep, it will give you a bad reputation, and if a
delivery time is a condition of ordering, the customer could sue
you if you break the contract or he could reject the goods.Example
:
and we are pleased to say that we can deliver by December 1st
for the Christmas rush.As there are regular sailing from New York,
we are sure that the consignment will reach you well within the
time you specified.We have the materials in stock and will ship
them immediately we receive your order.As there is a heavy demand
this time of year for heaters, you will have to allow at least six
weeks for delivery.We could not deliver within two weeks of receipt
of order, as we would need time to prepare the materials. However,
if you could let us have a month, we could guarantee delivery
within that period.6. Fixed terms and negotiable termsIt is
possible to quote terms in two ways, by stating your and discounts
without leaving room for negotiation, or by implying that the
customer could write again and discuss them. In the two examples
below, the companies make firm quotes, indicating that methods of
payment and discounts are fixed.Example :All list-prices are quoter
f.o.b. Soutnampton and are subject to a 25% trade discount with
payment by letter of credit.The prices quoted are ex-works, but we
can arrange freight and insurance if required, and unless otherwise
stated, payment is to be made by 30-day bill of exchange, documents
against acceptance.In the next two examples, the use of the adverbs
normally and usually soften the tone of the statements to indicate
that although the firm prefers certain terms, these can at least be
discussed. In the final example the supplier even asks of this
arrangement is satisfactory.We usually offer an 18% trade discount
on f.o.b. prices, and would prefer payment by irrevocable letter of
credit.Normally we allow a 23% trade discount off net prices with
payment on a documents again payment basis. Please let us know if
this arrangement is satisfactory.
7. Giving an estimateCompanies which are asked to estimate for a
particular job of work may include the estimate in tabulated form
in a letter. More often, however, they will send their official
estimate form with a covering letterAs you know, our representative
has visited your factory to discuss the extension which you wish to
add to it. And I know have pleasure in enclosing our official
estimate.
2.3 What Should We Careful of Reply to Enquirya. Do not make any
promises you cannot guarantee to keep. If the enquiry has been
about discounts, delivery dates, or other factors which may be
flexible, make it clear what you generally do. Do not say what you
will do in this case until you have agreed on something definite.b.
Do not cut of contact with someone you give a negative reply to.
You might need them in the future. Remember to thank the reader for
the enquiry.c. Do include all the information the reader has asked
for.d. Do apologize for not being able to help, if this is the
case.e. Do invite the reader to call or write to you again with
further enquiries. Include the information (phone number, email
address) that he or she might need to do thisExample Reply to
Enquiry Letter
THE BIG CO.
Cilegon
West JavaYour ref : DS/RR 2 July 2009
Our ref : DL/RC
Thomas 7 Co. Ltd.
Regrent Street 435
London W.i.
Dear Madam,
Re : Request for Catalogue
Thank you for your inquiry letter of 24 June 2009 and interested
in our advertisement.
As requsted, we enclose herewith the latest illustrated
catalogue together with price list and the terms. Dispatch of
poduct will be sent after we receive two weeks order letter, and we
could give 3% cash discount in 30 days from invoice date.
We are looking forward to your order soon.
Yours faithfully,
Deli susilawati
Marketing Manager
Encl. catalogue
C. Conclusion
