- •Introduction
- •Unit 1 First impressions count!
- •Think quality
- •Paper quality
- •Paper size
- •Headed notepaper
- •Continuation sheets
- •Setting out your letter
- •Sender’s address / outside address
- •Inside address / receiver’s address / recipient’s address
- •Surname known
- •Job title known
- •Department known
- •Company known
- •Order of inside address
- •Attention line / ‘for the attention of’ line
- •Salutation / opening greeting
- •Body of thr letter
- •Complimentary close / complimentary ending
- •Signature
- •Sender’s name
- •Sender’s office or department
- •Type of company
- •Mary Raynor
- •Board of directors
- •Address
- •Registered number
- •Per pro
- •References / reference code
- •Job title
- •Enclosures
- •Despatch method
- •Private and confidential / classification line
- •Subject title / subject line
- •Copies / copies line
- •Postscripts
- •Common letter layouts
- •Fully blocked layout
- •John Smith
- •Semi-blocked layout
- •17Th May 2000
- •Quotation for extension at 42 Botlcy Close
- •John Smith
- •Fully indented layout
- •Quotation for extension at 42 Botley Close
- •John Smith
- •A few words about envelopes
- •Addressing envelopes
- •Kettering
- •Sender’s address addresses on the envelopes
- •Abbreviated forms on the envelope
- •Writing well length
- •Too long
- •Too short
- •The right length
- •Order and sequence
- •Unclear sequence
- •Clear sequence
- •Planning
- •First paragraph (introductory paragraph)
- •Courtesy
- •Idioms and colloquial language
- •Clarity
- •Abbreviations and initials
- •Numbers
- •Prepositions
- •Words to avoid foreign words
- •Ambiguous words
- •Vogue words
- •Titles, names and addresses
- •Unit 2 types of organizations
- •Organisational structure and communication
- •The purpose of organisation charts
- •Relationships in a business organisation
- •Rayco ltd
- •Unit 3 enquiry letters
- •Figure 19
- •Figure 21 Quotation of terms
- •Unit 5 follow-up and sales letters
- •Figure 23
- •Figure 24
- •Figure 25
- •Unit 6 orders and execution of orders
- •Figure 27 Order
- •Figure 28
- •Marking
- •Specimens of marks
- •Kent, clarke & co. Ltd
- •Figure 33 Advice of shipment to importer
- •Unit 8 letters of complaints
- •Unit 9 replies to complaints
- •Unit 10 overseas payments
- •Invoice
- •Figure 45
- •Bank draft
- •Bank transfer
- •Bill of exchange
- •Introductory paragraph (sender’s) address
- •Into English:
- •Hierarchy
- •Organization chart Rossomon plc
- •John sutton
- •Linda Gabbiadini
- •Padryg Burne
- •Unit 3 enquiry letters language practice
- •Unit 4 replies to enquiries language practice
- •Paper Products plc
- •16 Rushthorne Way, Bolton, Lancashire bl63 6sg
- •Unit 5 follow-up letters language practice
- •In stock out of stock under separate cover
- •Into effect (come into effect)
- •Unit 6 orders and execution of orders language practice
- •Inconvenience reference terms
- •In touch with in (your/our) favour of assistance
- •Unit 7 packing and despatch language practice
- •Packing
- •Goods and transport
- •International trade finance documents
- •In our/your own interest in due course on the way
- •In transit on arrival to the letter
- •Unit 8 letters of complaint language practice
- •In good time with the exception of on schedule
- •Issue passed reply
- •Unit 9 replies to complaints language practice
- •In advance up-to-date
- •Unit 10 overseas payments language practice
- •Talking about letters of credit
- •Importer
- •Importer’s bank
- •Barklays
- •Dispatch V., n.(dispatch method)
- •Receiver’s address
- •Recipient’s address
- •Unit 2
- •Unit 3
- •Unit 4
- •Unit 5
- •Unit 6
- •Unit 7
- •Unit 8
- •Unit 9
- •Unit 10
- •Post Office Giro (International Post Office Giro)
- •Postal order
- •Promissory note (p-note)
Figure 19
A‘first’ letter of enquiry from a retailer to a foreign manufacturer
Figure 20
Reply to an advertisement
In this letter the customer is replying to an advertisement for CDs in a trade journal. The advertiser gave little information, so the writer asks for details.
UNIT 4
PEPLIES TO ENQUIRIES
A reply to an enquiry from a regular customer is normally fairly brief, and does not need to be more than polite and direct. Provided the supplier is in a position to meet his correspondent’s requirements, his reply will generally:
Opening. Thank the writer of the letter of enquiry for the letter in question. Mention the date of his or her letter and quote any other references.
Confirming that you can help. Let the enquirer know near the start of your reply if you have the product or can provide the service he or she is asking about. It is irritating to read a long letter only to find that the supplier cannot help.
Supply all the information requested, and refer both to enclosures and to samples, catalogues and other items being sent by separate post.
‘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 need to persuade. Mention one or two selling points of your product, including any guarantees, special offers, and discounts.
Suggesting alternatives. If you do not have what the enquirer has asked for, but have an alternative, offer that. But do not criticize the product he or she originally asked for.
Sending catalogues, price-lists, prospectuses, and samples. Remember to enclose current catalogues and price lists with your reply. If you are attaching catalogues, price lists, etc. to an email message, make sure you compress them to save your recipient’s time when they download the material. If prices are subject to change, let your customer know. It is bad policy suddenly to send a letter telling a customer that prices have been increased by ten per cent after you have quoted a firm price. And if you are sending samples under separate cover, let your customer know when they are likely to arrive.
Provide additional information, not specifically requested by the customer, so long as it is relevant.
Referring the customer to another place.You may not be able to handle the order or answer the enquiry. If this is the case, tell the enquirer and, if possible, refer them to another company which can help them. Even if you can handle the enquiry, you may still have to refer the enquirer elsewhere.
Arranging demonstrations and visits. Certain products, e.g. heavy equipment, machinery, and computer installations, may need demonstrating. In these cases the supplier will either send a representative or adviser, or suggest that the customer visits their showroom.
Conclude with one or two lines encouraging the customer to place orders and assuring him of good service. Always thank the customer for contacting you. If you have not done so at the beginning of the letter or email, you can do so at the end. You should also encourage further enquiries.