2. What is usually asked for in the body of an inquiry?

In the body is usually asked for the following: catalogues, price-lists, prospectuses, details, samples, patterns, demonstrations, suggesting terms, methods of payment, discounts, goods on approval or on sale or return.

9. Replies to inquiries.

9.1 What are the general rules for writing a reply to an inquiry?

Be prompt with your reply. Address every question courteosly, even those that seem errant or ollogical. You must take into account that your reader probably lacks yor expertise. Keep your response on point and on task, as short and complete as possible. Avoid going beyond the scope of the writer’s request. When responding to a forwarder letter of inquiry, make note of it in the opening paragraph of your reply. It informs the writer know that you are the contact person to whom future communications should be addressed. In your cloing paragraph, express your willingness to be of further assistance.

9.2 What should you do if you received an inquiry erroneously?

If you received an inquiry erroneously, or have nither the information requested nor the authority to reply, forward it on to the person in your company who does. Attach a memo to that person explaining your reason for forwarding the letter.

9.3 What are the parts of a reply? (3)

Opening

Thank the writer for his/her letter and quote any other references that appear.

Body or the main part. You can include here:

• confirming that you can help

• sell your product

• suggeting alternatives

• referring a customer elsewhere

• catalogues, price-lists, prospectuses, samples

• denonstrations, representatives, showroom visits

Closing

Always thank the customer for writing to you, if you have not done so in the beginning ogf the letter. You should also encourage further enquiries.

9.4 What should you do right after the opening lines? (confirm you can help)

Confirming that you can help

Let the writer know as soon as possible if you have the product or can povide the service he/she is enquiring about.

9.5 Should you sell your product in your reply?

Yes. 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 perswuade. Mrntion 1 o r 2 selling points of your product, including any guarantees you offer.

9.6 Is it realistic to be always able to comply with requests of a would-be customer?

No. It is possible, of 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 make or a service you do not give. If this so, tell him and if possible refer him elsewhere.

10. Quotations

10.1 What does the phrase “businessmen give replies to enquiries precedence over all other letters” mean?

Replies to enquiries provide for a high percentage of business letters. Many firms make it a point to answer enquiries the very day they are received, giving them precedence over all other letters. Even if drawing up the requested offer takes several days, they send the customer a first reply as soon as possible. It must be taken into account that the client may need the goods rather urgently and that he has written more than one letter. Of course he will consider those replies first that come first.