Business communication ch03

Requests: Requests: Enquiries and Enquiries and

OrdersOrders

Reasons for writing request Reasons for writing request

lettersletters• To obtain information• To receive printed matters• To receive sample products• To order goods or services• To make reservations

When writing request letterWhen writing request letter

• Be specific and complete• Be reasonable• Provide complete, accurate information

Major types of request lettersMajor types of request letters

1. Enquiries :Asking for information about something

2. Orders : Usually, buying something


Example of Enquiry letter

Dear Sir/MadamPlease send me a copy of your products catalogue and price list, together with any descriptive factsheets of these products.

Yours faithfully

1. Enquiries :


Useful requests expressions

• Please send me …..• We are interested in ….. As advertised

recently in ….• As per your advertisement in ……..• Kindly, send me …..

1. Enquiries :


2. Orders :When writing an order, include all of the

following information :1. Name of the item being ordered2. Items number3. Quantity desired4. Description5. Unit price6. Applicable discount


2. Orders :

7. Total price8. Method of payment9. Desired delivery date10.Method of shipment11.Delivery address12.Authorized signature

Major types of request lettersMajor types of request lettersExample of Order letter

February 14, 2010 Lindsay Office Products P.O. Box 1879 Spokane, Washington 98989 Subject: Furniture and equipment order Please ship the following items from your sales catalog dated January 31, 2010: ITEM CATALOG # COLOR QTY PRICE Conference Desk HN-33080-WB Sandalwood 2 $478.60 ea. Credenza HN-36887-WK Sandalwood 2 431.40 ea. Executive Chair HP-56563-SE Toasted Tan 4 422.00 ea. File Cabinet HN-5344C-K Beige 2 135.90 ea. Letter Tray K5-299907-A Black 6 16.95 ea. The items ordered above should be shipped C.O.D. to this address: CLAIMS DIVISION, LAW DEPARTMENT City of Austin P.O. Box 96 Austin, Texas 78767-0096 The costs above reflect a discount of 50/10, with net due in 30 days after the invoice date. The merchandised is to be shipped by your company's own truck line at a rate of 7 percent of the total net cost. We are remodeling our offices and have a target completion date of March 30, 2010. If there is any reason you see that you can keep your part of this schedule, please let me know immediately. Sincerely, Berenice Chamala Supervisor, Clerical Service

Replies of Replies of EnquiriesEnquiries

Different categories of replies

1. Acknowledgments2. Follow-ups3. Confirmations4. Remittance5. Order acknowledgments6. Stopgap letters7. Enquiry replies8. Referrals9. Refusals


1. AcknowledgmentsShould be written when you receive information,

goods, services or money.

February 14, 2010 Lindsay Office Products P.O. Box 1879 Spokane, Washington 98989 Dear Mr. Ahmed Thank you for sending me all the required information about your products and services. I’m sure that our materials department will contact you soon for placing an order for some of listed products that we are in urgent need. Sincerely Yours, Mohammed Salem Manager, employee relations


Example of acknowledgements


2. Follow-upsAfter an agreement has been made, it is wise to

send a follow-up letter to establish a written record of transaction

February 14, 2010 Lindsay Office Products P.O. Box 1879 Spokane, Washington 98989 Dear Mr. Ahmed We are pleased that you will be attending our next week party. As we discussed in our telephone conversation, the party will be next Tuesday at 10:00 am. You will find in attachment a map showing our office in Riyadh city. See you soon. Sincerely Yours, Mohammed Salem Supervisor, Clerical Service

Different categories of repliesExample of follow-ups


3. ConfirmationsAfter hotel booking or flight reservation, a

confirmation letter should be sent to customers in order to confirm their booking.


Example of confirmations

February 14, 2010 Mr. Mohammed Salem P.O. Box 62123 Saudi Arabia, Riyadh 11585 Dear Mr. Mohammed This is to confirm your booking for a single room with private bathroom for August 24-27. Your room will be available at 2:00 pm on the 24th of August 2010. Since you will be arriving in Jeddah by plane, you may want to take advantage of the hotel’s shuttle bus. This service is free of charge and the bus departs from the domestic terminal every hour. Cordially yours, Ahmed Abdullah Supervisor, Reservation Service


4. Remittancewhen paying for goods or services by checks, a cover

letter is required to explain what your enclosed check is for.


Example of Remittance letter

February 14, 2010 Gentlemen The enclosed check for $30,000 is the payment of invoice number 9015. Please credit my account (no. 123456). Yours truly,


5. Order acknowledgmentsOrders should be acknowledged in order to welcome

customers and encourage further business.Order acknowledgement should contain :

1. Order number and date2. Invoice number3. Shipping date4. Acknowledging method of payment


Example of Order acknowledgments

February 15, 2010 Dear Berenice Thank you for your order number 123 dated February 14, 2010 for the following items: ITEM CATALOG # COLOR QTY PRICE Conference Desk HN-33080-WB Sandalwood 2 $478.60 ea. Credenza HN-36887-WK Sandalwood 2 431.40 ea. Executive Chair HP-56563-SE Toasted Tan 4 422.00 ea. File Cabinet HN-5344C-K Beige 2 135.90 ea. Letter Tray K5-299907-A Black 6 16.95 ea. We are eager to deliver this order to your premises on February 25, 2010. We are also pleased to inform you that invoice number 215 for these items will be attached to the delivery note and you will receive it along with the items. Sincerely Yours, Mohammed Salem Supervisor, Customers Service


6. Stopgap lettersStopgap letters inform customer that his enquiry or

order has not been ignored and will be answered as soon as possible.


7. Enquiry repliesAll enquiries should be replied even if you can not

provide enquirer with information. Enquiry replies usually begin with thanking enquirer for her/his letter and end by offering further assistance.

8. Referrals9. Refusals

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Business communication ch03