- •Inquiry letters
- •1.What’s a letter of inquiry?
- •2. What’s a solicited letter of inquiry? Give examples.
- •4. Are there any differences in the style and tone of these two types?
- •7.What do the structure and contents of inquiry letters depend on?
- •6. What types of discounts do you know?
- •1 What is a counter-proposal?
- •2What terms might you not agree to?
- •1. What is a complaint, its objective and scope?
- •2. The essential rule in writing complaints
- •5. What are the parts of complaints? Characterize them.
- •7. The rules for writing adjustments..
- •9. The ways of correcting mistakes which have been made.
5. What are the parts of complaints? Characterize them.
1) Introduction: you should identify the reason you are writing for.2) Background (explaining the problem): This paragraph provides the first part of the narration of the problem. It essentially tells a story with specific details and dates specifying the nature of the complaint.3) Suggesting a solution: This part contains the request for compensation, which is preceded by some justification for that compensation.4) Closing: move to a conciliatory tone here in this final paragraph. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten.5) Enclosures: any documents which you consider necessary to be enclosed (e.g. receipt)
6. the objective of an adjustment.
The objective is to inform a customer of a corrective measure that will resolve an unsatisfactory situation.
7. The rules for writing adjustments..
First the correspondent must find out whether the complaint is justified or not. If that cannot be ascertained within a few days, he should write the customer immediately that he is investigating and will send a full reply soon.--- Replies must always be courteous;--If the complaint is justified, the sellers should at once apologize to the buyers and offer a suitable compensation or indemnification or suggest a solution.--If on making a claim the buyers have offered to keep the goods, the sellers will probably agree to this and to a price reduction.
8. the parts of adjustments
1)Opening2)Explaining the mistake3)Getting time to investigate the complaint4)Solving the problem5)Rejecting a complaint6)Closing
9. The ways of correcting mistakes which have been made.
we can send money or other groups of products to apologized for mistakes and also the sellers will probably agree to this and to a price reduction
10. the reasons for rejecting complaints 1) You see no difference between the articles returned by your customer with your samples2) The product (e.g. machine) has not been maintained or used in a proper way which is described in the instruction booklet3) The loss in weight was clearly caused by pilferage4) the cases have been stored and handled carelessly5) This claim should be forwarded to the Insurance Company